Cisco Unity Fundamentals

By Brian Morgan , Moises Gonzalez

Publisher : Cisco Press

Pub Date : July 06, 2004
Table of
• ISBN : 1-58705-098-6
Contents
Pages : 408
• Index

A comprehensive introduction to deploying, configuring, and

maintaining Cisco Unity

Discover the various Cisco Unity integration and

deployment solutions, as well as the environmental
differences between PBX and IP telephony-based telephone
systems

Learn the pitfalls of existing systems integration and how to

avoid downtime

Maintain a Cisco unified messaging solution by using the

book's examples, including setups, additions, message
sourcing applications, and error reporting

Perform the proper installation, upgrade, and back up of

Cisco Unity systems

Monitor performance and troubleshoot a Cisco Unity system

using the proper tools and utilities that help you ensure
high availability

Choose the proper Cisco Unity networking features to

deliver messages to other voice-messaging systems

Cisco Unity is the official unified messaging solution for the Cisco
Architecture for Voice, Video, and Integrated Data (AVVID) and
complements the full range of Cisco IP-based voice solutions,
including Cisco CallManager and Cisco Personal Assistant.

Cisco Unity Fundamentals provides design and administration

goals for migrating from PBX to Cisco IP Telephony, as well as
working in a mixed PBX/Cisco IP Telephony environment. You will
learn about the transition from the traditional model, with
separate architectures for voice-mail and e-mail systems, to
supporting unified messaging: e-mail, voice, and fax messages
delivered to a single inbox. You will also discover common
troubleshooting solutions, such as performance monitoring and
the importance of data collection for predicting future system
requirements.

Cisco Unity Fundamentals begins by introducing the engineering

aspects of Cisco Unity and then moves quickly into the hardware
and software platforms. Part I focuses on the administration of
Cisco Unity, describing the features, general setup, and global
settings. Part II describes installation and discusses various types
of integration with Cisco CallManager and other telephone
systems, including Session Initiation Protocol (SIP) proxy. Part II
also delves into networking with other voice-messaging systems.
After reading Cisco Unity Fundamentals, you will understand the
system, configuration, and on-going maintenance issues
associated with a successful Cisco Unity deployment.

This book is part of the Cisco Press Fundamentals Series. Books

in this series introduce networking professionals to new
networking technologies, covering network topologies, example
deployment concepts, protocols, and management techniques.
 Cisco Unity Fundamentals
By Brian Morgan , Moises Gonzalez

Publisher : Cisco Press

Pub Date : July 06, 2004
Table of ISBN : 1-58705-098-6
•
Contents Pages : 408
• Index

Copyright
About the Authors
About the Technical Reviewers
Acknowledgments
Icons Used in This Book
Command Syntax Conventions
Introduction
Goals and Methods
Who Should Read This Book?
How This Book Is Organized
Part I. Cisco Unity Administration
Chapter 1. Cisco Unified Communications System Fundamentals
Understanding Cisco Unity's Call Flow Essentials
Understanding Unified Communications Integrations
Understanding Cisco Unity Features
Chapter Summary
Chapter Review Questions
Chapter 2. Using Your Cisco Unified Communications System
Using Cisco Unity
Understanding Cisco PCA
Chapter Summary
Chapter Review Questions
Chapter 3. Setting Up Cisco Unified Communications
Using the Cisco Unity System Administrator
Configuring a Cisco Unity System
 Chapter Summary
Chapter Review Questions
Chapter 4. Unified Communications Subscribers
Understanding Cisco Unity Global Subscriber Accounts, Templates, and
Settings
Understanding Cisco Unity Individual Subscriber Accounts, Templates, and
Settings
Chapter Summary
Chapter Review Questions
Chapter 5. Cisco Unified Communications System Customization
Understanding Cisco Unity Call Handlers
Using User-Defined Call Handlers
Chapter Summary
Chapter Review Questions
Chapter 6. Cisco Unified Communications System Maintenance
Understanding Cisco Unity System Monitoring and Maintenance
Understanding Cisco Unified Communications System Reporting
Chapter Summary
Chapter Review Questions
Part II. Cisco Unity Engineering
Chapter 7. Understanding Cisco Unified Communications System Hardware
Understanding Cisco Unity Server Hardware�Platform Overlays
Using Unified Communication Voice Cards
Chapter Summary
Chapter Review Questions
Chapter 8. Cisco Unified Communications System Software
Understanding the Cisco Unity for Exchange Architecture
Understanding the Cisco Unity for Domino Architecture
Understanding Cisco PA Architecture
Understanding Unified Communications Software
Installing Cisco Unified Communications Software
Upgrading Cisco Unified Communications Software
Chapter Summary
Chapter Review Questions
Chapter 9. Cisco Unified Communications Integrations
Defining a Communications Systems Integration
Understanding the Attributes of Cisco Unified Communications Integrations
Understanding the Types of Cisco Unified Communications Integrations
Chapter Summary
 Chapter Review Questions
Chapter 10. Unified Communications Networking
Cisco Unity Networking Fundamentals
Implementing Digital Networking in Cisco Unity
Understanding SMTP Networking
Understanding VPIM Networking
Understanding AMIS Networking
Understanding Bridge Networking
Chapter Summary
Chapter Review Questions
Chapter 11. Unified Communications Backup and Utilities
Backing Up Cisco Unity Systems
Understanding Administration Tools and Utilities
Understanding Audio Management Tools and Utilities
Understanding Diagnostic Tools and Utilities
Understanding Reporting Tools and Utilities
Understanding Unity Switch Integration Tools and Utilities
Troubleshooting and Monitoring Cisco PA
Chapter Summary
Chapter Review Questions
Appendix A. Chapter Review Questions
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Chapter 10
Chapter 11
Index
Copyright
Copyright © 2005 Cisco Systems, Inc.

Published by:

Cisco Press
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Indianapolis, IN 46240 USA

All rights reserved. No part of this book may be reproduced or transmitted in any
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Printed in the United States of America 1 2 3 4 5 6 7 8 9 0

First Printing July 2004

Library of Congress Cataloging-in-Publication Number: 2002104804

Warning and Disclaimer

This book is designed to provide information about the fundamental aspects of
Cisco Unity messaging services. Every effort has been made to make this book as
complete and as accurate as possible, but no warranty or fitness is implied.

The information is provided on an "as is" basis. The authors, Cisco Press, and Cisco
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The opinions expressed in this book belong to the author and are not necessarily
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We Work, Live, Play, and Learn, The Fastest Way to Increase Your Internet Quotient,
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Dedications
Brian Morgan:
This book is dedicated to Beth, Emma, and Amanda. Thank you for making me
complete and putting up with the timelines and deadlines associated with the
creation of this book.

Moises Gonzalez:

This book is dedicated to my family and friends. My mother for teaching me to be

strong, to always try harder, and for always giving me her encouragement. My dad
for his dedication to his family and for giving me the discipline to accomplish my
dreams. Blas (Eddie), Juliza, Evelyn, and Ninive for setting a good example as
brothers and sisters. Travis and Juan who have shown me what friends really are
with their support. A special dedication to my sister Ninive, for her support,
motivation, friendship, and encouragement to continue finding new challenges.
About the Authors
Brian Morgan, CCIE No. 4865, is a certified Cisco Systems instructor as well as a
CCSI certified to teach ICND, BSCI, CUSE, CUSA, CVOICE, BCRAN, CBCR, CIT
CATM, and various customized CCIE Bootcamp courses.

He's been active in the networking industry for more than 14 years. Prior to
teaching, Brian spent a number of years with IBM in Network Services where he
attained MCNE and MCSE certifications. He was involved with a number of larger
LAN/WAN installations for many of IBM's Fortune 500 clients.

Brian is currently working with Paranet Solutions, a renowned nationwide

professional services firm.

Brian is the proud father of fraternal twin girls (Amanda and Emma) and husband to
Beth. His hobbies include spending time with his family and friends as well as scuba
diving and writing the occasional book.

Moises Gonzalez is a Cisco AVVID test engineer for the Cisco System IP
Communications Business Unit, where he focuses on testing Cisco CallManager with
Cisco Unity and other voice-mail systems. Since joining Cisco, Moises has written
comprehensive technical documentation for Cisco Systems. He has more than 10
years of networking and telecommunications experience. Prior to joining Cisco
Systems, Moises tested and provided third-level support for the Unity product as
well as other products. Moises has also been an instructor for CTI-based solutions.
He has an MCSE, CNE, Unity Engineer certifications, and has passed the Cisco IP
Telephony (CIPT) exam.
About the Technical Reviewers
Jeremy Cioara, CCIE No. 11,727 is a Cisco network instructor at Interface Technical
Training (www.interfacett.com), where he teaches courses on IP Telephony, CCNP,
and CCIE lab preparation. He has focused on network technologies for more than a
decade. During this time, he has achieved many certifications including CCIE, MCSE,
and CNE. Some of his field work includes network design and consulting at
MicroAge, Qwest, and Health Dialog. He is currently focusing on technical instruction
and authoring on topics including Cisco IP telephony, routing, and switching.

Mike Ciarfello is a senior consultant for an upstate New York Cisco GOLD certified
Partner network consulting and integration firm. Throughout his more than 8 years
of industry experience, Mike has been through the gauntlet of the computer
industry, starting with PC and application support, then moving into the network
operating systems arena, in which he obtained his Novell Master CNE. He then
transitioned into the LAN and WAN arena, obtaining CCNA, CCDA, CCDP, CCNP, and
CCIE written certifications or tests. Mike currently specializes in voice over IP and IP
Telephony solutions and is holding or pursuing certifications from multiple vendors.
Mike also has a very broad array of clients ranging from small to medium businesses
to Fortune 500 companies, including various national and international enterprise
clients, telecommunications providers, and Internet-backbone providers.

Jim Rzegocki is the training manager for the Cisco Enterprise Communications
Software Business Unit (ECSBU), the group within Cisco that makes Cisco Unity. He
is responsible for developing training materials and certification exams for Cisco
Unity, as well as providing classes and training material for Cisco Personal Assistant.
Jim also works closely with ECSBU trainers to provide customized, focused classes
on Cisco Unity on a worldwide basis for Cisco employees, partners, and end users.

Jim has been at Cisco for 3 years and has worked for more than 16 years developing
training materials for computer hardware and software companies. He has been a
professional educator for 29 years with certification to teach in three states.

Martin Walshaw, CCIE No. 5629,CISSP, CCNP, CCDP, CCSP is a Systems Engineer
working for Cisco Systems in the Enterprise Line of Business in South Africa. His
areas of specialty include Convergence, Security & Content Delivery Networking,
which keeps him busy both night and day. During the last 15 years or so Martin has
dabbled in many aspects of the IT Industry, ranging from Programming in RPG III
and Cobol to PC Sales. When Martin is not working, he likes to spend all of his
available time with his patient wife Val, and his sons Joshua and Callum. Without
their patience, understanding and support projects such as this would not be
possible.
Acknowledgments
Brian Morgan:

I would like to give special recognition to Amy Moss. Her understanding and patient
assistance throughout this project is nothing short of miraculous.

Thanks to Moises Gonzalez for picking up the project and making it what it is. He
put in a great deal of effort above and beyond the call.

A big "thank you" goes out to the production team for this book. Jim Schachterle,
Christopher Cleveland, and Dan Young have been incredibly professional (not to
mention patient) and a pleasure to work with. I couldn't have asked for a finer team.
It was great to be reunited with Chris and Dan for this project.

I'd like to acknowledge the work of the technical edit team of Jeremy Cioara, Michael
Ciarfello, Jim Rzegocki, and Martin Walshaw.

Although mentioned in the dedication, I think I'd be remiss in failing to

acknowledge the support and encouragement provided by my wife, Beth,
throughout the duration of the project.

Moises Gonzalez:

I would like to acknowledge the following people: Michael Kale, Michael McCann, Bill
Baldwin, Chris McAlpin, Jeff Lindborg, Marquis Harper, Jennifer Baldwin, Steve Oliver,
Betty Mai, Dennis Kurian, Jack Lungrattanasang, and T.J. Garner for their technical
expertise; Cliff Chew, Nancy Griffin, and Becky Rodriguez for their support; and
Anne Smith and Dan Young for guiding me through the development of this book.

Both authors would like to acknowledge the following contributors to documents

that were important to the quality of this book: John Albee, Peter Bosco, and Jim
Rzegocki.
Icons Used in This Book
You will see that through out this book various icons are used to show Cisco-specific
and general networking devices, peripherals and other items. The following legend
explain what these icons represent.
Command Syntax Conventions
The conventions used to present command syntax in this book are the same
conventions used in the IOS Command Reference. The Command Reference
describes these conventions as follows:

Boldface indicates commands and keywords that are entered literally as

shown. In actual configuration examples and output (not general command
syntax), boldface indicates commands that are manually input by the user
(such as a show command).

Italics indicate arguments for which you supply actual values.

Vertical bars (|) separate alternative, mutually exclusive elements.

Square brackets [ ] indicate optional elements.

Braces { } indicate a required choice.

Braces within brackets [{ }] indicate a required choice within an optional

element.
Introduction
The goal of any book, this one included, is to provide a transport mechanism for the
transfer of knowledge. The knowledge and information presented herein is meant
not only to provide a basis for learning the Cisco Unity system but also to provide a
somewhat comprehensive technical reference for future needs of Cisco Unity
administrators. The lack of a comprehensive hardcopy resource for Cisco Unity
systems provided a catalyst for the creation of this particular book.
Goals and Methods
The most important and somewhat obvious goal of this book is to provide you with
a resource for learning how to administer a Cisco Unity system environment. This
book will provide key areas and notes of interest. Also included are some things
learned through experiences in a Cisco Unity environment. The authors hope that
the information provided herein will enable you to implement the Cisco Unity
system with a minimum of trouble.

One key methodology used in this book is to help you discover which important
topics you need to review in more depth, to help you fully understand and
remember those details, and to help you prove to yourself that you have retained
your knowledge of those topics. So, this book does not simply assume that you will
memorize the information that is presented; instead it helps you to truly learn and
understand the topics, by providing the following:

Explanations and information to fill in your knowledge gaps

Who Should Read This Book?
This book is designed to be a resource that covers information presented in the
Cisco Unity System Administration (CUSA) and Cisco Unity System Engineering
(CUSE) courses. However, this book is meant to be a technical resource as well.

Cisco Unity installers, administrators, and engineers are the primary intended
audience. However, the information is presented in a manner that makes it well
suited to anyone who simply desires knowledge of the functions and features offered
by Cisco Unity.
How This Book Is Organized
Although this book could be read cover to cover, it is designed to be flexible and
allow you to easily move among chapters and sections of chapters to cover just the
material that you need more work with. Chapters 1 through 11 are the core
chapters and can be covered in any order. If you do intend to read them all, the
order in the book is an excellent sequence to use. Each section includes introductory
text regarding the information to follow as well as requisite knowledge
recommended to fully benefit from the information to be presented.

The core chapters, Chapters 1 through 11, cover the following topics:

Chapter 1, "Cisco Unified Communications System Fundamentals," provides an

overview of Cisco Unity call flow, Cisco Unity integration, and Cisco Unity features,
as well as information regarding the features included in the Cisco Personal
Assistant.

Chapter 2, "Using Your Cisco Unified Communications System," introduces the basic
administration tasks and tools in Cisco Unity, along with a more in-depth discussion
of the Cisco Personal Assistant.

Chapter 3, "Setting Up Cisco Unified Communications," covers the Cisco Unity

Administrator, the primary tool that is used in the administration of the Cisco Unity
environment. Also covered are the basics of a Cisco Unity system.

Chapter 4, "Unified Communications Subscribers," discusses the setup and

configuration of Cisco Unity subscribers from both a global and an individual
perspective. This discussion covers account policy, subscriber templates, and other
key functions.

Chapter 5, "Cisco Unified Communications System Customization," discusses

additional customization of the Cisco Unity subscriber experience through the
creation and modification of call handlers and call routing tables.

Chapter 6, "Cisco Unified Communications System Maintenance," delves into a

number of the tools that are available for Cisco Unity administration and
maintenance. These tools allow for efficient monitoring of the health of the Cisco
Unity system and explores reporting functions for the Cisco Unity environment.

Chapter 7, "Understanding Cisco Unified Communications System Hardware,"

describes the Cisco Systems platform overlays for supported Cisco Unity hardware.
Each platform meets particular specifications that are dictated by Cisco.

Chapter 8, "Cisco Unified Communications System Software," explains the

architecture of the Cisco Unity system when it is used with Microsoft Exchange or
Lotus Domino. This includes a discussion of the Cisco Unity software installation for
both new installations and upgrades.

Chapter 9, "Cisco Unified Communications Integrations," discusses the concept of a

Cisco Unity integration, including definition of the needs of integrations with PBX or
Cisco CallManager switches. Also discussed are details associated with various
integration scenarios.

Chapter 10, "Unified Communications Networking," discusses the concept of

networking with Cisco Unity systems. Digital, SMTP, VPIM, AMIS, and Bridge
networking functions are discussed in this chapter.

Chapter 11, "Unified Communications Backup and Utilities," deals with the ongoing
needs of backing up a system. It also covers a number of extremely valuable tools
that you can use in the day-to-day operations of the environment.

Appendix A, "Chapter Review Questions," includes the answers and explanations to

the review questions presented at the end of each chapter.
Part I: Cisco Unity Administration

Chapter 1 Cisco Unified Communications System

Fundamentals

Chapter 2 Using Your Cisco Unified Communications System

Chapter 3 Setting Up Cisco Unified Communications

Chapter 4 Unified Communications Subscribers

Chapter 5 Cisco Unified Communications System

Customization

Chapter 6 Cisco Unified Communications System Maintenance

Chapter 1. Cisco Unified Communications System
Fundamentals
Upon completing this chapter, you will be able to perform the following tasks:

Describe how calls are routed between Cisco servers and telephone switching
equipment

Describe the flow of information between Cisco Unity servers and telephone
switching equipment

Describe the features available in Cisco Unity 4.0

Describe the features available in Cisco Personal Assistant (PA) 1.4

This chapter introduces the Cisco unified communications system. To administer

Cisco Unity and Cisco PA efficiently and effectively, it is important to have an
understanding of the environment they inhabit and operate within. Understanding
how calls route through the systems and what you can do with them as they travel
is crucial to your ability to administer a Cisco unified communications system.
Understanding Cisco Unity's Call Flow Essentials
Understanding how calls flow through the unified communications systems is very
important for system administrators of PA and the voice-messaging system Cisco
Unity. As you become more familiar with how calls flow through the system, you will
be able to change the flow as needed and troubleshoot problems more efficiently.

Outside Caller Call Flow

In Cisco Unity, an outside caller is someone who Cisco Unity cannot identify as a
Cisco Unity subscriber. Generally, this is a person who is calling in from the outside
who wants to reach an individual at a place of business. When a subscriber is busy or
away from their phone, Cisco Unity can answer the call and take a message for
them. The subscriber can later hear their message either over the phone or by using
IBM Lotus Notes, Microsoft Outlook, or Cisco Unity Inbox (depending on the
configuration setup of the Cisco Unity system). In addition, if Cisco Unity
subscribers call in from a phone other than their defined office extension, Cisco
Unity treats those calls as outside callers until they sign in and identify themselves.

Figure 1-1 illustrates how a call from an outside caller might flow through the
system, the corresponding steps of which are described next:

Step 1. The outside caller dials a phone number from his mobile phone. The
phone number dialed is a Direct Inward Dialing (DID) number that belongs to
a Cisco Unity subscriber.

Step 2. The Public System Telephone Network (PSTN) routes the caller to the
office communications equipment.

Step 3. The DID number is programmed to ring a phone extension. Based on

DID information provided by the PSTN, the business telephone system sends
the incoming call to the telephone that it is programmed to connect to that
DID number.

Step 4. The telephone rings four times, but the subscriber does not answer
the phone because he is busy working on a presentation. The telephone
system has been programmed to forward any unanswered calls to voice mail
after four rings. The telephone system forwards the outside caller to the voice-
mail system.

Step 5. Cisco Unity receives the call and the extension of the subscriber to
take a message for. Cisco Unity has a list of subscriber extensions and the e-
mail aliases to send messages to. Cisco Unity records a message from the
caller, addresses it to the subscriber's alias, and then sends it to the message
store server.
Step 6. The message store server receives the message and stores the
message for the subscriber.

Step 7. While Cisco Unity is monitoring events in the message store, it notices
a new voice-mail message for the subscriber and sends the message waiting
indicator (MWI) ON code to the telephone system for the subscriber's
extension.

Step 8. The telephone system lights the lamp at the subscriber's telephone
set. The telephone now displays an MWI to alert the subscriber of a new
message.

Figure 1-1. Cisco Unity Outside Caller Call Flow

NOTE

If a previous message had been sent to this subscriber, the MWI would
have been activated at that time. Therefore, the lamp or indicator
remains activated.
Subscriber Call Flow

A Cisco Unity subscriber is a person who has a user account on the Cisco Unity
system. Each subscriber account has a Profile page that stores specific information
about that subscriber, such as the extension, security code, recorded name, and the
e-mail alias to send messages to.

Figure 1-2 illustrates the call flow of a subscriber who is retrieving a message from
Cisco Unity, the corresponding steps of which are described next:

Step 1. The subscriber notices the MWI on her telephone and calls the voice-
mail system to retrieve messages.

Step 2. The telephone system directs the call and the caller information (the
telephone extension) to the Cisco Unity system.

Step 3. Cisco Unity receives the call and the extension of the telephone from
the telephone system. Cisco Unity recognizes the extension from its list of
subscribers, and accesses the subscriber's e-mail message store to retrieve the
voice message. Cisco Unity asks the subscriber to enter her password. After
entering the password, Cisco Unity offers to play the message for the
subscriber.

Step 4. The subscriber chooses to listen to the message. Cisco Unity plays it
and then offers a menu of actions to take with the message, such as save as
new, delete, or forward. The subscriber presses the digit 3 to delete the
message. While the subscriber is listening to the message, Cisco Unity sends
an MWI OFF code. If the subscriber hangs up while the message is being
played or does not press 3, then the MWI turns back on.

Step 5. Cisco Unity verbally confirms to the subscriber that the message is
deleted and sends the subscriber's delete message command to the message
store server.

Step 6. The message store deletes the message. (The message is either
deleted or moved to the deleted items folder, depending on the settings in the
subscriber's account.)

Step 7. Cisco Unity sends the MWI OFF code to the telephone system.

Step 8. The telephone system receives the MWI OFF code and turns off the
MWI on the phone.

Step 9. The MWI of the telephone is off.

Figure 1-2. Cisco Unity Subscriber Call Flow

Cisco PA Outside Caller Call Flow

Cisco PA is a system that provides a way to connect calls to the particular telephone
number at which you can be reached at a given time. When callers try to contact
you through Cisco PA, you can set it up with different instructions on where you
would like to be reached depending on the calling number and time.

Figure 1-3 illustrates how a call from an outside caller might flow through a system
that is using Cisco PA, the corresponding steps of which are described next:

Step 1. The outside caller dials a phone number from his cell phone. The
phone number dialed is a DID number that belongs to a Cisco PA subscriber.

Step 2. The PSTN routes the caller to the office communications equipment.
(Cisco PA integrates only with Cisco CallManager.)

Step 3. Cisco CallManager has been set up to route the DID call to Cisco PA's
media ports.

Step 4. Cisco PA receives the call and the DID information.

Step 5. Cisco PA checks the subscriber's transfer rules and the current date
and time so it can correctly process the call based on previous instructions the
subscriber has given Cisco PA. At that time, the rules indicate the subscriber
wants all calls sent to the desk phone.

Step 6. Cisco PA sends an initiate-transfer sequence to Cisco CallManager,

along with the extension to which the call should be transferred.

Step 7. The subscriber receives the call at his desk.

 Figure 1-3. Cisco PA Outside Caller Call Flow

Cisco PA Subscriber Call Flow

As a subscriber to Cisco PA, you can set up specific rules to manage when and where
the calls you receive go. You can also use speech recognition with a corporate
directory (or personal address book) to have PA dial a telephone number by saying
the name of the user.

Figure 1-4 illustrates a call flow of a subscriber interacting with PA, the
corresponding steps of which are described next:

Step 1. The subscriber wants to call Pat Carpenter on Pat's mobile number.
The subscriber picks up the handset and dials the extension of Cisco PA.

Step 2. Cisco CallManager makes the connection between the subscriber's

phone and an available media port (called a computer telephony integration
[CTI] route point in Cisco CallManager) on Cisco PA.

Step 3. PA requires the subscriber to log on. After the subscriber is logged on,
Cisco PA asks the subscriber what to do. In response to this question, the
subscriber says "Call Pat Carpenter's mobile phone."
Step 4. Cisco PA performs the speech recognition and looks for a match in the
corporate directory, where it finds an entry for Pat's mobile phone. Cisco PA
then sends the transfer-initiate sequence to Cisco CallManager and the
telephone number to connect the call.

Step 5. Cisco CallManager receives the request and the phone number. It
makes a connection to the appropriate office communications equipment and
sends Pat's mobile number to the PSTN.

Step 6. Pat's mobile phone rings, and Pat answers the phone.

Figure 1-4. Cisco PA Subscriber Call Flow

Understanding Unified Communications Integrations
This section describes a Cisco Unity integration, the features it provides, and the
basic Cisco Unity integration methods. This section also describes a Cisco PA/Cisco
CallManager integration.

It is very important that system administrators of both Cisco Unity and Cisco PA
understand how the unified communications servers exchange information with
telephone switching equipment. Once you know how Cisco Unity integrates with this
equipment, you can troubleshoot problems with it as necessary.

Communications Integration

A communications integration is defined by when a telephone system and the voice-

messaging system have a connection between each other, which allows them to send
information to each other in a predetermined format. This connection can be a
physical one or over a network connection, depending on the systems. In a business
environment, when you add a telephone to the telephone system, you need to enter
specific information for that new phone, such as the extension that callers dial to
reach that phone, the numbers that the user at that extension may dial, forwarding
information used when the user is busy or does not answer, and other data. This
information is used by the telephone system so that when you call a person, their
phone rings and they can answer the call.

The voice-messaging system also uses this information. When you are on the phone
and someone calls you, the phone system sends the call to the forwarding
destination. In this case, it is the voice-messaging system. When the telephone
system sends the call to the voice-messaging system, it also sends information
about the person who is calling and the reason the call is being forwarded. After the
voice-messaging system receives the call and the information, it can react to the call
in the correct way. In this way, when someone calls you at your desk, the call routes
to your phone. If you are unavailable, the call then goes to voice mail, giving the
caller the opportunity to leave you a message. After the caller leaves a message, the
voice-messaging system sends information to the telephone system, telling it to
light the lamp on the desk phone.

Figure 1-5 illustrates the type of data sent between the phone system and Cisco
Unity.

Figure 1-5. Information Sent Between a Phone System and Cisco

Unity
Integration Attributes

A Cisco Unity voice-processing system connects to a telephone system, also known

as a private branch exchange (PBX), to provide automated attendant, audiotext, and
voice-mail service to subscribers. The way in which the systems cooperate and share
information determines the level of service that subscribers receive. A telephone
system must provide the three following telephone system features for Cisco Unity
to qualify the phone system as an integration:

Automatic call forward to a personal greeting� Any incoming calls routed

to an unanswered or busy extension are automatically forwarded to the
subscriber's mailbox in the voice-mail system so that callers can leave a
message. This corresponds to arrow 1 in Figure 1-5 and Figure 1-6.

Figure 1-6. Attributes of an Integration

 Easy message access� The voice-processing system recognizes subscribers
when they dial in, saving them from having to enter their personal ID. With
this feature, subscribers should set a password on their voice mailbox. This
corresponds to arrow 2 in Figure 1-5 and Figure 1-6.

MWIs� MWIs alert end users that they have a new message in their voice
mailbox. Indicators can be a light on the phone (blinking or steadily lit), a
word on the liquid crystal display (LCD) panel of a phone, a message-waiting
ring on the phone, or a stutter dial tone. This corresponds to arrow 3 in Figure
1-6.

Figure 1-6 illustrates the attributes of an integration between Cisco Unity and a
telephone switch.

For more information on the integration between a telephone system and the Cisco
Unity system, see Chapter 9, "Cisco Unified Communications Integrations."

Telephone System Integrations with Cisco Unity

The type of integration the telephone system supports determines how the delivery
of information between Cisco Unity and the telephone system takes places. The five
integration types supported by Cisco Unity 4.0 are as follows:

Cisco CallManager

Dual-tone multifrequency (DTMF)

Simplified Message Desk Interface (SMDI)

 PBXLink

Session Initiation Protocol (SIP)

Each integration is an agreement about the communication protocol and messaging

channel to be used. Chapter 9 covers more information regarding how each
integration functions, and it also lists the telephone systems that are supported with
Cisco Unity.

The information shared between the telephone system and Cisco Unity is the
common information that was discussed earlier, in the "Communications
Integration" section of this chapter.

Cisco CallManager and Cisco PA Integration

Cisco PA integrates with Cisco CallManager through media points. Cisco CallManager
passes calls to Cisco PA through the use of CTI route points. You must build these
structures at the Cisco CallManager console.

Figure 1-7 illustrates a Cisco PA/Cisco CallManager integration.

Figure 1-7. Cisco PA/Cisco CallManager Integration

When Cisco CallManager receives a call intended for a PA-enabled extension, it first
routes the call to Cisco PA. Cisco PA performs a lookup for the user from the
corporate directory. The directory must be Lightweight Directory Access Protocol
(LDAP)-compliant (Microsoft Exchange 2000 Active Directory or Exchange 5.5
Directory Service).

If the user has routing rules or call forwarding configured, Cisco PA then routes the
caller to the appropriate destination through Cisco CallManager.

The destination of the routed call could be a mobile phone, home phone, or any
other phone that you can dial from the Cisco CallManager, such as a Cisco IP
SoftPhone, Cisco IP Phone, and even Cisco Unity voice mail.

NOTE

The Cisco IP SoftPhone is a communications application for your laptop

PC.
Understanding Cisco Unity Features
Cisco Unity administrators must be acquainted with the system features so that they
can implement as much of the system's capacity as is required and possible. In
addition, it is important that they know the difference between the standard and
optional features. When implementing optional features at the level required by
corporate messaging needs, the administrator can then choose the correct licensing
to purchase.

Using Cisco Unity Standard Features

The standard features in Cisco Unity discussed in this section include (* = new
feature in Cisco Unity 4.0):

Voice mail

Automated attendant

Audiotext application

System Administration web page

Cisco Personal Communications Assistant (Cisco PCA)*

Cisco Unity Assistant (CUA)

RSA (Rivest, Shamir, and Adelman) enhanced phone security

Cisco Unity Greeting Administrator (CUGA)*

FlexLM software security*

Live Reply*

Flex Stack*

12- to 24-hour clock support*

Cisco Unity System Preparation Assistant (CUSPA)*

Cisco Unity Installation and Configuration Assistant (CUICA)*

 DVD installation*

Multiple directory handlers*

SIP support*

Additional Europe, Middle East, and Africa (EMEA) voice board support

Digital networking

Voice Mail

Voice mail allows outside callers and internal users (called subscribers) to leave
detailed, private messages 24 hours a day, seven days a week. An outside caller
records the message with their own voice, which eliminates misunderstood and
inaccurate written messages and captures the tone of the caller's voice. Subscribers
gain access and listen to their messages from any touch-tone phone. It allows
subscribers to listen to their messages, send voice messages to other subscribers,
and customize settings such as their personal greetings.

Voice mail saves time by allowing a caller to leave a message immediately, even if
the person the caller is trying to reach is away or on the telephone. Voice mail
allows a company to better manage its communications and its employees' time.

Automated Attendant

You can set up the automated attendant feature with Cisco Unity, which can make
the answering and handling of calls in an organization much easier. Cisco Unity's
automated attendant greets and guides callers through the system in a friendly and
timely fashion. By doing this, it makes the messaging process as effortless as
possible. Cisco Unity gives the caller the option to press a touch-tone key at any
time during the voice-mail conversation to speak to an operator.

If the system is using the automated attendant feature and an external caller enters
a subscriber's extension number from the opening greeting, the extension can be
set up in Cisco Unity to ring that phone's extension. If the subscriber picks up the
handset, the call connects. If there is no answer or if the extension is busy, the call
routes to the subscriber's voice mailbox, where the caller receives the subscriber's
personal greeting.

If a caller does not know the extension, the caller may be able to search the
directory of subscribers (referred to as the Alpha Directory in Figure 1-8). If the
system finds only one match, Cisco Unity connects the caller directly to the
extension. If it finds more than one match, the caller can then choose the
appropriate extension from the list given by Cisco Unity's automated attendant.
 Figure 1-8. Cisco Automated Attendant

Figure 1-8 illustrates the call flow options of a caller using the Cisco automated
attendant.

Audiotext Application

Call handlers are the building blocks of the Cisco Unity system. A call handler is a set
of call-processing instructions that tells the system what to do when a call reaches
that particular system ID. All the entities on a Cisco Unity system, whether they are
subscribers, the operator, the opening greeting, or some other user-defined box, are
call handlers. Some of them are special cases, so they look different from a standard
call handler. However, they are the same.

You can use call handlers to set up specialized call routing, create one-key dialing
menus, or provide announcements of prerecorded information. Your call handlers
can be as simple or as complex as you wish. One of the simplest applications is the
delivery of prerecorded information (called an audiotext application).

When you use the automated attendant to answer incoming calls, you're really using
a call handler. The Opening Greeting call handler, to which callers first dial in, can be
very simple, or it can take advantage of some powerful features, such as one-key
dialing. You can provide a menu of choices for incoming calls with one-key dialing.
Callers press one touch-tone key to route their call to the department or service
they want. In the background, the one-key dialing menu routes the call to a system
ID, whether it is to another menu (another call handler), an extension, or any other
system ID. One-key dialing is a shortcut to any listed system ID.

Figure 1-9 illustrates an example of an audiotext application tree.

 Figure 1-9. Audiotext Application

Figure 1-9 is an example of an opening greeting call handler that uses one-key
dialing to offer a menu of choices.

In this example, pressing the touch-tone 1 routes the caller to the spell-by-name
Cisco Unity directory (also known as the directory handler). Pressing the touch-tone
2 routes the caller to a call handler that is set up to play a list of job opportunities.
Pressing the touch-tone 3 routes the caller to a call handler that is set up to offer a
second layer of menu choices for the Homework Hotline and Community
Announcements. There are two choices within that call handler in this example.
When someone wants to check the Homework Hotline, they press the touch-tone 3,
while the opening greeting is playing. Then, in the next call handler, they hear the
second menu of choices, and they can press the indicated touch-tone button that
routes them to the Homework Hotline list.

For more information about call handlers, refer to the Cisco Unity System
Administration Guide, which you can find at Cisco.com by performing a search of
the title.
System Administration Web Page

The Cisco Unity System Administration web page, shown in Figure 1-10, is a web-
based console that provides a single point of administration. It is designed to be
easy to use and simplifies some of the functions of Microsoft Windows 2000 and
Exchange. This includes the creation of users in Active Directory and Exchange for
subscribers. It does not require giving up Exchange administrative rights to
administrators. The easily accessible console has an HTML interface using Microsoft
Internet Information Server (IIS) to serve up Active Server Pages (ASPs).

Figure 1-10. System Administration Web Page

[View full size image]

ASPs are dynamic HTML structures. This allows Cisco Unity to hold a wide variety of
data in many of the screens. For instance, the Subscriber pages can hold data on
any of the subscribers (up to 7500 on the largest servers) on the system.

Cisco PCA

Cisco PCA is a feature that is enabled or disabled by modifying the class of service
(COS) of a subscriber. This is a browser interface that has two components: the
Cisco Unity Inbox and the CUA.
The Cisco Unity Inbox gives subscribers the option to listen to, compose, reply to,
forward, and delete messages through a website. For Cisco Unity 3.1 and earlier, this
was known as the Visual Messaging Interface (VMI). The CUA gives subscribers the
option to customize their personal settings, such as recorded greetings and message
delivery options, from their computers. On Cisco Unity 3.1 and earlier, this was
known as the Active Assistant (AA).

The interface to Cisco PCA is a web browser that allows a Cisco Unity subscriber to
collect and send voice-mail messages without using the telephone. The subscriber
can use Microsoft Internet Explorer to access it through a web session. You can
configure Cisco Unity to send an SMTP type of notification to an e-mail alias with an
attached link to access the Cisco PCA Inbox.

Figure 1-11 illustrates the Cisco PCA, Cisco Unity Inbox.

Figure 1-11. Cisco PCA�Cisco Unity Inbox

[View full size image]

The advantages of using the Cisco Unity Inbox includes:

It is groupware independent.

You can receive message notification via SMTP to groupware.

 It leverages what users already know.

Voice messages are accessible on desktop PCs through Internet Explorer.

CUA

The CUA is the second component of the Cisco PCA. Most voice-mail systems allow
users to change the settings of their voice-mail account via a conversation that is
available only over the telephone. Cisco Unity offers a fully functional telephone
conversation for all users, but it also offers the CUA.

A subscriber can do most of the day-to-day maintenance of their account via a web
browser. You enable a subscriber to use the CUA by modifying their COS on the
Licensed Features page. Once the CUA is enabled, a subscriber can record their own
greetings either over the telephone or by using a microphone on a multimedia PC;
change their call-transfer and screening options; change a wide variety of message
settings concerning notification, playback, and addressing; and change a variety of
personal settings, including their recorded name, telephone password, and directory
listing. The ability to change some of these settings is dependent on settings that
can be made on a number of Cisco Unity administration pages.

Figure 1-12 illustrates the Cisco PCA, CUA.

Figure 1-12. Cisco PCA�CUA

[View full size image]

The advantages of using the CUA include:

It is easy to use.

It leverages what users already know.

It leverages the power of the desktop client.

Subscribers have another option with which to make changes to their personal
settings for voice mail.

RSA Security or Enhanced Phone Security

Cisco Unity subscribers can be set up to use a secure login mechanism called the
two-factor user authentication. The type of enhanced phone security is provided
when working with the RSA SecurID system and Cisco Unity. The RSA SecurID
system has two main components:

RSA SecurID Authenticators

The RSA Access Control Entry (ACE)/Server

The RSA SecurID Authenticators system and the RSA ACE/Agent assigns each
authorized Cisco Unity subscriber an RSA SecurID authenticator. The authenticator
generates and displays a new, unpredictable number every 60 seconds. This number,
also known as a secure ID or token code, is unique to the subscriber. RSA offers
authenticators as hardware, software, and smart cards. Each Cisco Unity subscriber
who has an authenticator must have a user account on the ACE/Server.

You use the RSA Database administrator program on the ACE/Server to create and
maintain the user accounts. A user account contains the RSA alias and PIN, and
information about the user authenticator. By using the information in a user
account, the ACE/Server generates the same secure ID as the user authenticator.

In the Cisco Unity Administrator, you assign subscribers to a Class of Service (COS),
which has the enhanced phone security enabled. By default, Cisco Unity uses a
subscriber Exchange alias as the subscriber RSA alias. When logging on to Cisco
Unity over the phone, subscribers enter an ID as usual. Then, instead of a password,
subscribers enter a passcode, which is a number that combines the subscriber PIN
and the secure ID displayed on the subscriber authenticator. The first time that a
subscriber logs on, they need to create a PIN, unless they are already assigned one.
In these cases, a subscriber needs to enter only a secure ID, instead of a passcode.
Then the subscriber conversation walks the user through the process of creating a
PIN.
Cisco Unity uses the ID to look up the user RSA alias, and then sends the RSA alias
and passcode to the ACE/Agent installed on the Cisco Unity server. The ACE/Agent
encrypts the RSA alias and passcode and sends it to the ACE/Server. The ACE/Server
looks up the user account, and then validates the passcode by using the information
stored in the account. The ACE/Server returns a code to the ACE/Agent, which in
turn passes it along to Cisco Unity.

The ACE/Server return codes are as follows:

Passcode accepted� The Cisco Unity system allows a subscriber access to

their messages.

Access denied� The Cisco Unity system prompts the subscriber to enter the
passcode again. You may see this return code if the ACE/Server is unavailable.

Secure ID expired� The secure ID of the subscriber has expired and Cisco
Unity prompts them to enter the next secure ID shown on the authenticator.

New PIN needed� A new PIN is needed and Cisco Unity prompts the
subscriber to enter a new PIN.

CUGA

CUGA is a new feature in Cisco Unity 4.0. It allows any subscriber who is the owner
of a call handler, or a member of a distribution list that is assigned as the owner of
the call handler, to rerecord that call handler greeting over the phone using the
telephone user interface (TUI), without using the System Administrator console. The
new conversation component (called the Greetings Administrator) allows you to do
this. The Cisco Unity System Administrator sets up a way for subscribers to access
the Greetings Administrator conversation. Prior to Cisco Unity 4.0, an administrator
needed to log on to the System Administration web page to modify call handler
greetings.

With Cisco Unity 4.0, the administrator must define how secure they want to make
Greetings Administration access. You can set this with a simple one-key dialing entry
from any call handler greeting or a call routing rule configured to use Dialed Number
Identification Service (DNIS). The owner of the call handler needs the following
information to use the Cisco Unity Greetings Administrator:

The phone number or call handler caller input to dial for access to the CUGA

The ID of the call handler owner

The password of the call handler owner

The extension of the call handler

Once a subscriber has this information, they can access the Greetings Administration
conversation. This is a simple conversation that allows a caller to use touch-tone to
control greetings and use the handset of the phone to perform items such as record
and play back the greetings, enable or disable the alternate greetings, and
determine which greeting is currently active for a call handler.

The RSA SecurID system is not available for subscribers who use the Cisco Unity
Greetings Administrator to change call handler greetings using the TUI.

FlexLM

FlexLM is the new licensing-control method used by Cisco Unity 4.0. Before version
4.0, Cisco Unity used a security dongle that attached to the server via either a
parallel or USB port. Cisco Unity now uses a software file licensing mechanism that
removes the need for the external device. When you purchase Cisco Unity, the
software license file is the control component that ensures you have all the features
and capacity you paid for, while controlling your ability to make duplicate copies of
Cisco Unity.

Each Cisco Unity server requires a separate and unique license file. The file is
obtained from Cisco and added to the Cisco Unity system as part of the install
process. You can change it at any time as part of an update/upgrade process. If the
network interface card (NIC) fails on your Cisco Unity 4.0 server and needs
replacement, you need to contact Cisco Systems to obtain a new license file. You
can do this by contacting the Cisco licensing team at [email protected] and
providing them with the original MAC address (physical address) of the NIC and the
address of the new NIC. The e-mail should include an explanation of why you are
switching the NIC. The licensing team will deactivate the license associated with the
old NIC and issue you another license file for the new one.

Live Reply

Live Reply is a new feature in Cisco Unity 4.0 that enables Cisco Unity to
immediately transfer a user to the subscriber who left a message they are listening
to. Live Reply is a COS-controlled feature. When enabled, subscribers who are
listening to messages by phone can act on a subscriber message by pressing 4-4 to
have Cisco Unity call the subscriber immediately. If you are using the Optional
Conversation 1, press 8-8 for this feature. Live Reply is disabled by default.

Cisco Unity dials the extension of the subscriber who left the message only when:

The subscriber who left the message is homed on the same Cisco Unity server
as the subscriber who is attempting to reply.

The Transfer Incoming Calls to Subscriber's Phone setting for the subscriber
who left the message is set to ring an extension or another number. (The
 Transfer Incoming Calls to Subscriber's Phone field is on the Subscribers >
Call Transfer page on the Cisco Unity System Administration web page.)

Live Reply does not work if the message was left from an outside caller or a
nonsubscriber. In addition, it does not work for Internet, Bridge, or AMIS
subscribers. These are used for users that do not have mailboxes in the local
message store. They are discussed in detail in Chapter 10, "Unified Communications
Networking."

When Live Reply is enabled, it is not mentioned in the main Cisco phone menus.
Consider telling subscribers that it is available. It is, however, referenced in the Help
menu for the Cisco Unity phone conversation, the Cisco Unity User Guide, and the
Cisco Unity at a Glance card.

Flex Stack

Flex Stack is a new feature that allows subscribers using the TUI to have their
messages played back to them according to message type (voice, fax, e-mail),
priority, or the order in which the messages were recorded (last-in, first-out [LIFO]
or first-in, first-out [FIFO]). This feature can be set at a per-user level, so each
subscriber can choose in what order they want their messages played back to them
during the TUI message playback session. The Cisco Unity system administrator can
set this up for each user, or subscribers can set the Flex Stack order themselves with
Cisco PCA, depending on the COS they belong to.

12- to 24-Hour Support

Based on the needs of a given subscriber in a given application, the Cisco Unity
system administrator can set up a subscriber account to use a 12-hour a.m./p.m.
time format or a 24-hour military time format. Cisco Unity uses that time format
when a subscriber who is using the TUI is checking messages, when Cisco Unity
states someone left a message, or when the subscriber is setting up a message-
delivery schedule. If using the 12-Hour clock setting, subscribers hear 1:00 p.m.
when listening to a time stamp for a message left at 1:00 p.m. If using the 24-Hour
clock setting, subscribers hear 1300 when listening to a time stamp for a message
left at 1:00 p.m.

CUSPA

CUSPA is a new Cisco Unity 4.0 tool developed to help simplify the process of
making a server ready for Cisco Unity software installation. CUSPA checks the server
for all Microsoft Windows components and applications that are needed by Cisco
Unity and provides semiautomated installation for what is missing.

CUSPA is discussed in more detail in Chapter 8, "Cisco Unified Communications

System Software."
CUICA

The CUICA is a launch pad for the various wizards that you must use to complete
Cisco Unity software installation and configuration. These wizards include: Cisco
Unity Permissions Wizard, Cisco Unity Setup Program, Cisco Unity Install License File
Wizard, Cisco Unity Service Configuration Wizard, Cisco Unity Message Store
Configuration Wizard, and Cisco Unity Telephony Integration Manager. The CUICA
interface enforces dependencies by guiding the installer through the wizards in this
order. The interface also provides the installer with updated status as each wizard is
successfully completed. This is run after CUSPA.

CUICA is discussed in more detail in Chapter 8.

DVD Installation

Cisco Unity comes with ten CD-ROMs for all of its software. You can now order the
software either on one DVD or ten CD-ROMs. Because the computer industry is
moving toward making DVD drives the standard on all PC platforms, Cisco Systems
offers the option to its customers to take advantage of the computer resources
available. Presented with the choice to insert one DVD or to put in ten CD-ROMs
sequentially, the simpler, streamlined method seems destined to be the favorite. CD-
ROM sets of Cisco Unity are still available to accommodate those servers that do not
have a DVD drive installed.

NOTE

You need Microsoft Windows 2000 Server software if you did not order
the part number that includes Windows 2000.

Multiple Directory Handlers

The multiple directory handler feature provides a way to quickly and effectively
perform directory searches for systems that have a large number of subscribers. You
can use this feature for call routing where Cisco Unity provides centralized call
processing in branch office deployments or headquarters.

On a new installation, Cisco Unity 4.0 comes with one default directory handler. A
subscriber is listed in it as long as the subscriber's profile has three components:

A correctly spelled text name

The recorded name of the subscriber

 The List in Phone Directory box checked

All subscribers who meet those requirements are listed in the default directory
handler. Prior to Cisco Unity 4.0, only one spell-by-name directory handler was
available. In Cisco Unity 4.0, you can build as many directory handlers as you need.
You can choose the subscribers that will be available in each directory handler based
on local Cisco Unity server, location, COS membership, distribution list membership,
or dialing domain membership. This enables you to provide segmented directories
for departments, branch offices, outside sales people, or whatever other
classification makes sense in a corporate setting.

SIP Support

SIP is the Internet Engineering Task Force's (IETF) standard for multimedia calls
over IP. SIP is a peer-to-peer, ASCII-based protocol that uses requests and
responses to establish, maintain, and terminate calls (or sessions) between two or
more endpoints. Cisco Unity accepts calls from a proxy server and direct invites from
a SIP-enabled endpoint (for example, a SIP IP phone). Cisco Unity relies on a proxy
server or call agent to authenticate calls. SIP uses a request/response method to
establish communications between various components in the network and to
ultimately establish a conference (call or session) between two or more endpoints. A
single call may involve several clients and servers. A unique phone or extension
number identifies users in a SIP network.

The unique SIP address uses the format sip:userID@domain, which is similar to an
e-mail address. The user ID can be either a username or an E.164 address. When a
user initiates a call, a SIP request typically goes to a SIP server (either a proxy
server or a redirect server). The request includes the caller's address (From) and the
address of the called party (To).

When someone initiates a call, a SIP request is normally sent to a SIP server. This
can either be a proxy or redirect server. The request includes the calling party's
address (who it is coming from) and the called party's address (who the call is going
to).

SIP messages are in text format, which uses the ISO 10646 in UTF-8 encoding. SIP
messages also contain a start line, which specifies the method and protocol, several
header fields that state call properties and service information, and an optional
message body that contains a session description.

Cisco Unity supports the following SIP functions:

User Agent Client (UAC)

User Agent Server (UAS)

Proxy Server (only third-party servers)

For more information on SIP support with Cisco Unity, go to Cisco.com and perform
a search for "SIP Compliance for Cisco Unity."

EMEA Voice Board Support

Cisco Unity supports several new voice boards: the D/120JCT-LS and D/120JCT-Euro
revision-two cards and the D/41JCT-LS and D/41JCT-Euro cards.

To make Cisco Unity 4.0 integrate with more European circuit-switched telephone
systems, these new voice boards have been added to the list of supported voice
boards. Different voice boards are necessary because varying voltages and wiring
patterns are used in different parts of the world. The Cisco Unity Installation Guide
provides an appendix on voice boards that gives technical and setup information.
This guide can be found at Cisco.com by performing a search of the guide's name.

Digital Networking

In Cisco Unity, networking is the general term for messaging between a Cisco Unity
server and other messaging systems (including another Cisco Unity server). There
are several forms of networking, which are all dependent on the kind of servers
involved as targets for messages. Digital networking is available as a standard
feature; all other forms are optional. If an organization has multiple Cisco Unity
servers and they all have access to the same global directory, then digital networking
allows messages to pass between servers easily. If there is a networked telephone
switch also attached to these servers, it would be possible for outside callers to
search the directory of any Cisco Unity server they call in to, select a subscriber on
any other Cisco Unity server, and leave a message to the subscribers.

Digital networking is explained in more detail in Chapter 10.

Using Cisco Unity Optional Features

The optional features in Cisco Unity that are discussed in this section include the
following:

Unified Messaging (UM)

Integrated Faxing�integrate with popular third-party fax servers (Exchange

only)

Text-to-speech feature

Localized versions
Unified Messaging

Cisco Unity delivers UM via ViewMail for Outlook (VMO) and Domino Unified
Communications Services (DUCS). This give users better access to, and
management of, all of a subscriber's messages�e-mail, voice mail, and fax. VMO
integrates with Microsoft desktop clients such as Outlook 98, 2000, and XP. DUCS is
an IBM Lotus�developed client software package that enables UM features to
function on the Lotus Notes client.

Cisco Unity provides an intuitive GUI that is accessible from any networked PC. With
just a click of the mouse, subscribers can access e-mail, voice mail, and fax
messages, and reply to, forward, or save them in public or personal folders within
Exchange/Outlook. The icons accompanying those messages make it easy to
distinguish between e-mail, voice, and fax communications, saved and new
messages, and the priority (normal, urgent, and private) with which you receive
messages. You can view your faxes on screen and print them from any networked
PC, or forward them to any fax machine from a touch-tone telephone. Subscribers
can download all types of messages and work with them off line, and apply Inbox
Assistant rules to streamline communications management.

In addition, UM enables you to listen to your e-mail over the phone with an optional
text-to-speech (TTS) engine. When integrated with a supported third-party fax
server, you can also forward fax messages to a location where you may be staying.
Cisco Unity unites traditionally independent communications methods so that
employees can work more efficiently.

Integrated Faxing

One of the other features of Cisco Unity is Integrated Faxing when using Cisco Unity
UM with Exchange. With one of the approved fax server/software solutions, you can
configure Cisco Unity to call you, send a numeric page, or send a text page to alert
you of a new fax. When you are using the TUI, Cisco Unity can be set up to state
how many new faxes you have and offer to send them to a fax machine telephone
number you specify. You can forward a fax message to another subscriber or reply
with a voice message if the fax message was from another subscriber. Subscribers
can also send their e-mail messages to a fax machine. The third-party fax solutions
that are qualified for Fax Integration with Cisco Unity are the following:

Biscom FAXCOM for Microsoft Exchange, Version 6.19 or later

Captaris RightFax Version 6 or later

Esker FaxGate Version 7 or later

Fenestrae FAXination Version 4 or later

Interstar LightningFAX Version 5.5 or later

 Omtool Fax Sr. Version 3 or later

Optus FACSys Version 4.5 or later

TOPCALL, all versions

For more information on Cisco Unity fax integration, go to Cisco.com and perform a
search for Article ID: 4628, "Cisco Unity Supported Third-Party Fax Integrations."

Text-to-Speech Feature

The TTS feature enables you to hear your e-mails over the telephone. Cisco Unity
reads the text portion of an e-mail message to you and provides other information
such as the name of the sender (if the sender is a subscriber) and the time and date
that the message was sent. This is a COS option that the system administrator can
set up. The text-to-speech feature is available for up to 36 sessions, based on the
platform you use. Cisco Unity supports the RealSpeak engine only. In addition, Cisco
Unity no longer supports the TTS3000 speech engine with Cisco Unity 4.0. The
RealSpeak engine is now available in many languages; its speech is regarded as
among the best, if not the best, in the speech-synthesis field. The TTS engine can
be installed for several languages. You can install up to nine TTS languages with
Cisco Unity 4.0.

Localized Versions

The Cisco Unity system architects designed the localized components so that Cisco
Unity can easily localize into whatever languages the market demands. Cisco Unity is
available in English with several different prompt sets, depending on the locale of
the server. It is also available in fully localized versions for French, German, and
Japanese. In a fully localized version, all prompts, administrative interfaces, TTS
engines, and documentation are in the native language, with prompts spoken by a
native language speaker. Partially localized versions are available in Dutch,
Norwegian, two varieties of Spanish (Columbian Spanish and European Spanish),
two varieties of Chinese (Chinese Mandarin and Taiwan Mandarin), Italian, Brazilian
Portuguese, Swedish, Danish, and Korean. Partially localized versions always have
the prompts, recorded by a native language speaker, and often have TTS engines in
the native language. The administrative interfaces and documentation of partially
localized versions are in the English language.

The number of languages that you can load and use for phone and GUI languages
depends on how many languages you are licensed for. For example, if a company
has two language licenses, but four languages are installed, Cisco Unity allows only
two languages to be loaded and used at any particular time. You do have the option
to choose which languages to select at any given time. Figure 1-13 illustrates the
Cisco Unity 4.0 localized components.
 Figure 1-13. Cisco Unity 4.0 Localized Components

[View full size image]

NOTE

The following are some considerations related to the languages

supported for Cisco Unity. Chinese and Japanese text to speech requires
special settings. You can find more information about this on the Cisco
Unity System Administration Guide. Also, although the user Help and
user documentation is translated into French and German, the Cisco
Unity Administrator Help is not available in these languages.

Using Cisco Unity Optional Networking Features

The main goal of networking in Cisco Unity is to deliver messages from a Cisco Unity
server to a target messaging server and from the target to a Cisco Unity server. This
can be either between Cisco Unity servers or from a Cisco Unity server to a third-
party messaging system. The experience that a user has is very simple: they leave a
message for someone who is a subscriber on the system, and the subscriber receives
it. The user does not need to know what type of server the subscriber resides on or
the communications protocols and software setup that are required to transfer the
message. This is all transparent to the user.

The optional networking features in Cisco Unity that are discussed in this section
include the following:

Networking with the Audio Messaging Interchange Specification, analog (AMIS-

a) protocol

Voice Profile for Internet Messaging (VPIM) protocol

Bridge networking (Octel analog)

AMIS-a Networking

Cisco Unity can be set up to use AMIS when the target messaging server is another
voice-mail server that supports the AMIS-a specification. This provides an analog
method for transferring voice messages between different voice-messaging systems.

AMIS-a support is available when integrating with Microsoft Exchange. You can use
AMIS networking to assist customers in transitioning their legacy voice-mail systems
to an IP telephony solution. The industry-standard protocol provides a way for
disparate voice-mail systems to exchange messages. The protocol uses DTMF to
address and control format, and analog voice to transfer messages. The originating
system sets up the call, establishes a connection over the telephone network, and
then sends data frames as DTMF tones and voice data as audio to the destination
system. The destination system sends response frames as DTMF tones. For each
subscriber that is located on another voice-mail system, you add an AMIS subscriber
to Cisco Unity. These subscribers are accessible through the Cisco Unity directory.

An AMIS subscriber has similar attributes to an Exchange custom recipient. AMIS

subscribers do not impact Exchange licensing counts because its message store
resides on the other voice-mail system. If you have several Cisco Unity servers that
are using the same directory and are networked together, only one Cisco Unity
server requires licensing for AMIS networking.

The following are supported AMIS-compliant voice-messaging systems with Cisco

Unity 4.0(x):

Active Voice Repartee

Avaya Interchange with AMIS-analog Networking Gateway

 Avaya INTUITY AUDIX

Avaya Octel 100 Messaging

Avaya Octel 250/350

Centigram Voice Mail

Nortel Networks Meridian Mail

Siemens PhoneMail

AMIS networking is explained in more detail in Chapter 10.

Voice Profile for Internet Messaging

VPIM networking in Cisco Unity for Exchange allows different voice-messaging

systems to exchange voice, fax, and text messages over the Internet or any TCP/IP
network. VPIM is a digital standard that is based on the SMTP and Multipurpose
Internet Mail Extension (MIME) protocols. Messaging servers digitally transfer voice,
text, and fax messages between each other. VPIM networking may allow
organizations to save long-distance charges on messages between target servers
because those messages are traveling over a TCP/IP network rather than over more
costly PSTN lines. As with AMIS networking, if you have several Cisco Unity servers
that are using the same directory and are networked together, only one Cisco Unity
server requires licensing for VPIM networking.

Supported VPIM-compliant voice-messaging systems with Cisco Unity 4.0(x) include:

Mitel/Baypoint NuPoint Messenger (formerly known as Centigram Series 6)

Nortel CallPilot

Nortel Meridian Mail with Meridian Mail Net Gateway

Avaya Interchange (supported only with Cisco Unity 4.0(x) in the voice-
messaging configuration)

VPIM networking is explained in more detail in Chapter 10.

Bridge Networking

Cisco Unity uses a Cisco Unity Bridge server to communicate with remote Avaya
Octel messaging systems. The Cisco Unity Bridge server is like a networking gateway
that resides between Cisco Unity and an Octel system or Avaya Interchange on an
Octel analog network. Cisco Unity sends VPIM messages to a Bridge server via IP.
The Bridge server in turn, communicates to the OctelNet nodes using the Octel
analog networking protocol. The Bridge server does this via analog lines connected
to a Brooktrout TR114 four-port card installed and configured inside the Bridge
server. The Bridge must be installed on its own dedicated server and it can
communicate with up to 998 Octel servers. You can configure up to 24 analog ports
per Bridge server. The messages are delivered in real time via these analog ports to
the target OctelNet nodes, so delivery of 100 hours' worth of messages takes 100
hours of port transmission time.

Using Cisco PA Standard Features

The Cisco PA features discussed in this section include the following:

Follow Me

Name dialing using a personal address book or corporate directory

Name synchronization with a personal address book and Exchange contacts list

Mail browser

Web-based user administration

Web-based system administration

Rules-based routing

Speech recognition

Follow Me

The Follow Me feature is a special rule type that uses speech recognition to
immediately redirect all callers to an alternate destination (telephone), over a
specified period of time. For example, a user could route calls to a hotel room
telephone during a business trip. You can also activate predefined rules from any
phone.

Name Dialing

Name dialing is a powerful PA voice-recognition tool that allows PA users to simply

say the name of the person to whom they want PA to transfer them. You can also
set up name dialing for outside callers to be able to say a person's name and have
PA transfer them to that person. For example, if you say "Call Mike Davis," PA
searches the corporate directory and personal address book to see if it can find a
match and place the call for you. You can also limit PA's search to just your personal
address book when you dial by name, which improves the accuracy of the dialing by
searching fewer names.

Name Synchronization

Name synchronization allows users to synchronize their personal address book with
their Exchange contacts list. Just as with a personal address book, the contacts list
may contain business associates or friends of the user who are not normally listed in
the corporate directory. If you synchronize your Exchange contacts with your
personal address books, the contacts become part of the personal address book and
Cisco PA can then access them for verbal dialing through speech recognition or
rules-based routing. The personal address book entries can also become part of your
Exchange contacts list.

Mail Browser

Cisco PA also allows access to Cisco Unity through verbal commands. By using the
voice-recognition feature, a user is able to access Cisco Unity, listen to, send, skip
over, save, or delete messages. PA can also recognize commands given through your
touch-tone keypad. After PA is set up, you can start using this feature by simply
dialing into PA and saying "voice mail."

Web-Based User Administration

Cisco PA web-based administration comes in two forms: the user and the
administrator's interfaces. Figure 1-14 illustrates the Cisco PA User Web
Administration Console.

Figure 1-14. Cisco PA 1.4 User Administration, Welcome Page

[View full size image]

A PA-enabled user can perform the following:

Create and modify destinations (phone numbers and e-mail-based paging

addresses where a user wants to be reached)

Create and modify destination groups for you can be reached in multiple
numbers

Create and modify callers in the Cisco PA address book

Create and modify groups of callers

Create and modify rules and rule sets

Activate rule sets

Create and modify dial rules

Test call-forwarding rules

Test dial rules

 Turn on/off call forwarding all (CFA) and screening capabilities

Turn on/off authentication when calling from a personal destination

Set a Cisco Unity mailbox number

Create nicknames to simplify name dialing

Select a time zone

Set name-dialing preference for speech recognition

Set name-dialing preference for automatic additions to the personal address

book

Reset spoken name

Select a call-pickup timeout

View the name of the user who is currently logged in

Select language/locale for GUI and speech-recognition engine (North American

English, British English, French, French Canadian, or German)

Web-Based System Administration

PA system administrators can use the web administration interface to perform the
following:

Set a central Cisco PA system call-in number

Load-balance calls

Configure Cisco PA redundant servers

Configure Cisco PA to access an LDAP directory

Configure Cisco PA to access Microsoft Exchange 5.5, Exchange 2000, and

Exchange 2003

Configure one or more languages/locales

Provide information, warning, and error messages

 Provide system and error reporting

Manage the Cisco PA system control center

Figure 1-15 illustrates the Cisco PA 1.4 System Administration, Server Configuration
page.

Figure 1-15. Cisco PA 1.4 System Administration Page

[View full size image]

Rules-Based Routing

The Cisco PA rules-based routing is a powerful tool that allows users to redirect calls
to their phone based on certain rules. The rules can be set by a schedule (time of
day, day of week, or range of dates), and/or calls from certain individuals or a group
of individuals. PA can redirect calls to mobile phones, home phones, or voice mail,
or it can even try more than one destination.

Figure 1-16 illustrates Cisco PA call-routing examples.

Figure 1-16. Cisco PA 1.4 Call-Routing Examples

 [View full size image]

Figure 1-17 illustrates the Cisco PA 1.4 User Administration Rule-Sets page.

Figure 1-17. Cisco PA 1.4 User Administration, Rule-Sets Page

[View full size image]

You can create the rules through the User Administration console, and you can
activate or deactivate them by voice commands over the phone.

Speech Recognition

The speech-recognition feature allows callers to speak commands to Cisco PA. This
includes dialing a person by telling Cisco PA, for example, to "call Mary Lane";
activating or deactivating a predefined Rule-Set; accessing, listening to, and deleting
Cisco Unity voice or e-mail messages; and even sending an e-mail page to a
colleague.

Cisco PA also allows a user to work within Cisco Unity through verbal commands.
The user is able to access Cisco Unity and listen to, send, skip over, save, or delete
messages using voice commands.

Figure 1-18 illustrates Cisco PA 1.4 speech-recognition examples.

Figure 1-18. Cisco PA 1.4 Speech-Recognition Examples

Using Cisco PA Optional Features

Cisco PA optional features discussed in this section include the following:

Localizations

IP Phone Productivity Services: CalendarView and MailView

Localizations

Cisco PA is now available in a localized format for the following languages:

French (full)
 German (full)

French Canadian (TUI and ASR only)

British English (TUI and ASR only)

With a full localized version, the TUI (also known as the conversation), automatic
speech recognition (ASR), and the web-based administrative interfaces are all
available in the targeted language. This is the case with English, French, and
German. The French-Canadian and British English localizations provide the TUI and
ASR.

IP Phone Productivity Services

IP Phone Productivity Services brings the power of Cisco PA to Cisco 7940, 7960,
and 7970 IP display phones. The CalendarView feature allows users to view their
appointment calendar by day or by week. They can respond to meeting requests or
change their responses. As a reminder, IP Phone Productivity Services can provide
notification of upcoming appointments by phone display or pager. It also allows you
to log in to any 7940/7960/7970 Cisco IP Phone in a Cisco CallManager cluster for
access, including any desk, coworker's office, conference room, or lobby phone.

The MailView feature allows users to access their voice-mail and e-mail messages in
their Cisco Unity mailbox without dialing the voice-mail server. They can listen to
their voice-mail messages and then reply to, forward, or delete them. They also can
read, forward, or delete their e-mail messages and see whether the message is read
or unread.

Also available with IP Phone Productivity Services is the ability to synchronize the
personal address book with the Microsoft Exchange contact list through the IP
phone display. You may also activate or deactivate Rule-Sets, or confirm a certain
Rule-Set is active.

Figure 1-19 illustrates the Cisco PA 1.4 IP Phone Productivity Services available on
7940 and 7960 Cisco IP display phones.

Figure 1-19. Cisco PA 1.4 IP Phone Productivity Services

Chapter Summary
In this chapter, you learned about how calls are routed between Cisco servers and
telephone switching equipment; the flow of information between Cisco servers and
telephone switching equipment; the features available in Cisco Unity 4.0; and the
features available in Cisco PA 1.4. Specifically, you have learned how to do the
following:

How an outside caller interacts with Cisco Unity and PA

How a subscriber interacts with Cisco Unity and PA

Describe a Cisco Unity communications integration

Describe the features that constitute a Cisco Unity integration

Describe the different methods of integrating Cisco Unity with a telephone

system

Describe the integration of Cisco PA and Cisco CallManager

Cisco Unity and PA standard features

The new Cisco Unity 4.0 features

Cisco Unity and PA optional features

For additional information, refer to these resources:

Cisco Unity System Administration Guide

Cisco Personal Assistant Administration Guide

Various Cisco Unity Telephone Switch Integration Guides available at

Cisco.com

Cisco Unity Design Guide

Cisco Unity white papers available at Cisco.com

Cisco Personal Assistant Installation and Administration Guide

Cisco Personal Assistant�Enhance Productivity by Streamlining
Communications data sheet
Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

1: Name three of the standard features new to Cisco Unity 4.0.

2: Name an optional networking feature that is new in Unity 4.0.

What new feature enables Cisco Unity to transfer a user immediately to the
3:
subscriber who left a message that the user is currently listening to?

4: True/False: Cisco Unity 4.0 now supports multiple directory handlers.

5: Which IETF standard does Cisco Unity now support in version 4.0?

What client software package allows Unified Messaging on Lotus Notes client
6:
desktops with Cisco Unity?

Name three of the qualified third-party fax solutions for Cisco Unity
7:
Integrated Faxing.

8: What text-to-speech engine does Cisco Unity 4.0 support?

What new networking feature in Cisco Unity 4.0 uses a standard that is
9:
based on the SMTP and MIME protocols?

When using Cisco PA, what feature enables you to be transferred to a

10:
person by saying that person's name?

What Cisco PA feature can provide users with notification of upcoming

11:
appointments on the phone display?
Chapter 2. Using Your Cisco Unified
Communications System
Upon completing this chapter, you will be able to perform the following tasks:

Use the Cisco Unity features and functions to route calls and present subscriber
options for voice message retrieval

Use Cisco Personal Communications Assistant (Cisco PCA) to expand the

already diverse features available in Cisco Unity

Use Cisco Personal Assistant (PA) to provide speech-enabled access to Cisco

Unity voice messages, corporate directories, conference calling features, and
contact lists from any telephone

This chapter discusses the basics of the Cisco Unity system operation. The basis of
the Cisco Unity system is, of course, managing calls. However, that is where its
overall similarity with traditional voice-messaging systems ends. The manner in
which the Cisco Unity system handles calls is of particular importance. Use of the
Cisco Unity system Telephone User Interface (TUI) is discussed in this chapter as an
additional introduction to the system.

The Cisco Unity system offers a diverse feature-set to its users. This diversity
includes the capability to receive voice messages in a Microsoft Outlook or Lotus
Notes e-mail client through the use of ViewMail for Outlook (VMO) or Domino
Unifiec Communications Services (DUCS). Also of interest in this chapter is a
discussion of Cisco PCA.

Cisco PA, not to be confused with Cisco PCA, allows a subscriber to customize the
method by which calls are handled. Rule-sets are used in Cisco PA to specify how
personal calls should be treated when certain conditions are met and these rule-sets
can be configured through a web interface.
Using Cisco Unity
When you administer a Cisco Unity or PA system, you need to provide services
directly to end users of the system. To accomplish this, you must thoroughly
understand the array of available features and functions and how to properly deploy
those features and functions. You also need to gain comprehensive knowledge of
various modes and facets of system-to-user and user-to-system interaction. This
first-hand knowledge of the technologies that are being used will help you to
support the system.

Knowing the extent of the form and function of a Cisco Unity or PA installation is
important because it helps you to reduce troubleshooting and the mean time to
repair (MTTR) in an outage or other user-support situation.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Knowledge of how calls are handled in a Cisco Unity system (See Chapter 5,
"Unified Communications System Customization")

Knowledge of the interaction between Cisco Unity and Microsoft

Exchange/Active Directory and/or Lotus Domino (see Chapter 8, "Cisco Unified
Communications System Software")

Managing Calls

When an inbound call arrives, it is processed by a telephone system like Cisco

CallManager. You can have a Cisco CallManager interact with the Cisco Unity system
and pass along any pertinent information that can be provided. This may include
caller ID, name of the caller, or other information. The information passed is
dependent on Cisco CallManager and its configuration. Once the Cisco Unity system
receives the call, numerous possibilities can be explored in handling the call.

Upon seeing that the call is not sourced from a configured Cisco Unity subscriber,
the Standard Opening Greeting is played to the caller. In cases where a subscriber-
to-subscriber call is being made, the caller simply hears the subscriber conversation
as configured by the individual.

Understanding the TUI

When the Cisco Unity System receives a call from an outside caller, the caller hears
the Cisco Unity conversation, a prerecorded set of instructions and options that is
made available to callers and subscribers to meet the needs of each. The Cisco Unity
conversation enables the caller to access the Cisco Unity Automated Attendant,
conduct subscriber searches using directory assistance, use call-routing options, and
play audiotext messages. Subscribers hear the subscriber conversation, which
enables them to enroll as new subscribers, send or receive messages, record
greetings, and change personal settings.

For subscribers, there are two types of conversations, the standard conversation and
the optional conversation. The standard conversation is the default subscriber
conversation. The optional conversation allows subscribers to hear message-retrieval
menus that closely resemble traditional voice-messaging choices with which they
may be familiar. The optional conversation needs to be activated to use it.

As a best practice, you should always configure an option to "0-out" during the
personal greeting or while in the Auto Attendant to get a human operator. There are
a number of options that can be configured using one-key dialing beyond the simple
operator functionality.

If the caller does not make any selections on the keypad, they are automatically
routed to the operator as if they had pressed 0 in the Auto Attendant. This also
serves to aid any callers who are using pulse-dial telephones.

By choosing to use the Automated Attendant feature, the caller may enter a
subscriber extension. The Cisco Unity system forwards the call according to the
configuration of the subscriber Profile. Of course, if that subscriber does not answer,
the call can be routed back to the Cisco Unity system, and then to appropriate call
handlers for additional forwarding to voice mailboxes, cell phones, pagers, and any
number of other configurable options.

In situations where a caller does not know the direct subscriber extension, a search
function can be executed to parse the directory of subscribers based on extension or
name. When the caller finds a single match, the call is forwarded to the subscriber's
voice mail or directly to the extension. The automatic forward feature on a single
match is a configurable feature. Optionally, you can present the caller with the
chance to verify the subscriber name before the call is forwarded. In the case of
multiple matches, the caller is presented with a choice of the matches to choose
from before the call is forwarded. This is known as a Directory Handler and will be
discussed in the "Setting Up Cisco Unity" section of Chapter 3, "Cisco Unified
Communications General Setup."

In cases where a subscriber is dialing into the system, the TUI presents the same
basic options; however, the subscriber is able to access personal settings and, of
course, messages. The TUI settings available to the suscriber are as follows:

Greetings:

Record a personal greeting

Enable or disable greeting

Call Transfers:
 Transfer calls to an extension or send to the greeting

Change extension

Message Notification:

Enable or disable a notification device, and change its number

Message Playback:

Select full or brief Cisco Unity conversation menus

Message Addressing:

Switch between addressing to other subscribers by name or by extension (by

pressing ##)*

Personal Settings:

Record a name

Specify fax delivery number

Change directory listing status

Change password

Private Lists:

Add and delete members

Defining Subscribers

A Cisco Unity subscriber is simply defined as a person for whom a Cisco Unity
account is created. This can include a number of available options, but at the most
basic level, the subscriber is a voice-mail user.

When a call comes into the Cisco Unity system, the system verifies the calling and
called number information. In doing so, it scans the Cisco Unity system directory,
seeking a match based on the source extension of the call. If the system finds a
match, it prompts the subscriber for the password. Essentially, the system
recongnizes that someone is attempting to retrieve messages or access the system
for other available features. If the system does not find a match, it plays the
Opening Greeting by default.

If a call is forwarded to the Cisco Unity system, Cisco Unity looks at the called party
number received by Cisco CallManager or some other telephone system to search its
directory for an extension match. If the Cisco Unity system finds a match, it plays
the Standard Greeting of the called extension. If no match is found, the Opening
Greeting is played, unless otherwise configured by the system administrator.

When a subscriber accesses the system for the first time and presses * and then
enters their extension number, they are typically presented with a special first-time
subscriber conversation that is meant to enroll them in the system. The system
prompts the subscriber to record a voice name and a personal standard greeting. It
then provides the opportunity to set a password.

When a subscriber is first created in the Cisco Unity system, their Microsoft Windows
default password is set to 12345678 and the phone (voice mail) password is set to
12345; these defaults can be changed by using the appropriate subscriber template
for creating additional subscribers.

Each subscriber must set their own personal password, as mandated by the
subscriber template in effect at login. The administrator has the option of
configuring the subscriber template to not require a password. The password is not
stored in clear text anywhere in the system. If a subscriber forgets their password,
an administrator can, using the Cisco Unity System Administrator, delete the
existing password and assign a new, temporary password, which the user should
change at first login. Otherwise, the only information available to the administrator
is that the subscriber box does indeed have a password set and when it was last
changed. Passwords on subscriber mailboxes are optional, but are highly
recommended.

The normal subscriber conversation proceeds through a series of four major actions
each time a subscriber calls into the system. For each of the actions, subscribers
may use full or brief menus for the actions after login. The choice of full or brief
menu structure, once made, affects the entire subscriber mailbox. The subscriber
can take the following actions:

1. Check new messages� Upon receipt of a new voice message, the system
lights the message waiting indicator (MWI) on the subscriber's phone. The
messages are sorted in the mailbox in the configured order. The order can be
changed by the subscriber. Depending on the choices made by the
administrator when adding subscribers, Cisco Unity can tell how many new and
saved messages are in the stack, who the sender is, how long the message is,
and what number message this is in the total stack. The following list shows
the standard conversation for the retrieval of messages when using a
telephone:

a. Press 1 for new messages:

- Press 1 for voice messages

- Press 2 for e-mails

 - Press 3 for faxes

- Press 4 for receipts

- Press # for all messages

b. Press 3 and then 1 to review saved messages:

- Press 1 for voice messages

- Press 2 for e-mails

- Press 3 for faxes

- Press 4 for receipts

- Press # for all messages

c. Here are the options during a message:

- Press 1 to restart a message

- Press 2 to save a message

- Press 3 to delete a message

- Press 4 to slow playback a message

- Press 5 to change the volume of a message (available on some

systems)

- Press 6 to fast playback a message

- Press 7 to rewind a message

- Press 8 to pause/resume a message

- Press 9 to fast-forward a message

- Press # to fast-forward to end a message

- Press # # to save a message as is

d. After-message options:

- Press 1 to replay a message

- Press 2 to save a message

- Press 3 to delete a message

- Press 4 to reply to a message

- Press 4 then 2 to reply to all a message

 - Press 4 then 4 to call the subscriber (available on some systems)

- Press 5 to forward a message

- Press 6 to save a message as new

- Press 7 to rewind a message

- Press 8 to deliver an e-mail or fax to a fax machine (available on

some systems)

- Press 9 to play the properties of a message

- Press # to save a message as is

2. Send a message� Subscribers can quickly and easily send messages to other
subscribers or distribution lists, such as all sales representatives. This can be
done by entering extensions or by using the subscriber directory. Subscribers
have the option to pause while recording a message or start over from the
beginning of the message.

After addressing and recording a message, the subscriber has the

following standard options:

a. Press # to send a message now

b. Press 1 for other message options

i. Press 1 to change the address

- Press 1 to add a name

- Press 2 to hear the current selected names

- Press 3 to remove a name that was selected

ii. Press 2 to change a recording

- Press 1 to hear a recording

- Press 2 to save a recording

- Press 3 to rerecord a recording

- Press 4 to add to a recording

iii. Press 3 to set a message for special delivery

- Press 1 to set a message as urgent

- Press 2 to flag a message for return receipt

- Press 3 to set a message as private

 - Press 4 to set a message for future delivery

iv. Press 4 to review a message

v. Press # to send a message

3. Review old messages� The options available here are the same as those
listed under Step 1, "Check new messages." Once a message has been heard in
its entirety, it is changed in status to an old message. The old message is
moved to the old-message stack and the MWIs are extinguished.

NOTE

The MWI is extinguished only if the last unheard message or new

message is heard in its entirety. The system keeps old messages until a
subscriber, or an administrator with sufficient authority, deletes them.
Deleted messages are deleted by default; however, an administrator
can configure deleted messages to be moved to a Deleted folder in
case the messages need to be restored at a later time. This is done in
the class of service (CoS) configuration on the Cisco Unity System
Adminstrator. Subscribers can review any of their old messages on the
system. During that review they may redirect a message to another
subscriber.

4. Change setup options� Subscribers have the option to change setup

options over the phone, including greetings, transfer and delivery options, and
personal options, such as their password, recorded name, spelled name, and
directory listing.

When you are logging in, you can press 4 to access the setup options. Here are
then the options:

a. Press 1 for greetings and call transfer settings

i. Press 1 to change greetings

- Press 1 to record this greeting

- Press 2 to turn on/off alternate greeting

- Press 3 to edit other greetings

- Press 4 to hear all greetings

ii. Press 2 Message options

- Press 1 to switch between transferring calls to an extension

or a phone number

b. Press '2' Message settings

 i. Press 1 to change the message notification

- Press 1 for pager settings

- Press 2 for Home phone settings

- Press 3 for Work phone settings

- Press 4 for Spare phone settings

ii. Press 2 to change fax delivery settings

- Press 1 to keep the current number

- Press 2 to enter a new number

iii. Press 3 to change the style of your menu

- Press 1 to select either a full or brief menu

iv. Press 4 to edit your private lists

- Press 1 to hear your list

- Press 2 to change names on list

c. Press 3 for your personal settings

i. Press 1 to change your password

ii. Press 2 to change your recorded name

iii. Press 3 to change your directory listing

- Press 1 to change the listing status

In addition, at any time during the conversation (whether you are checking a
message or setting up options), the subscriber can press 0 for help or * to
cancel or move back one level in the menu structure.

Table 2-1 illustrates the configurable standard conversation options available in the
Cisco Unity System Administrator. These options are found on the SA Subscribers
> Subscriber Template > Conversation page.

Table 2-1. Standard Conversation Options

Field Considerations
Field Considerations

Menu Style Choose one of these

options:

Full Menus�
Subscribers hear
comprehensive
instructions; select
for a new subscriber.

Brief Menus�
Subscribers hear
abbreviated versions
of the full menus;
select for a more
experienced
subscriber.

Volume Level Select the volume

level at which the
subscriber hears the
Cisco Unity
conversation.
Subscribers can also
adjust the volume
temporarily from
their phones.
Field Considerations

Language Select the language

in which the
subscriber
conversation plays
instructions to the
subscriber.

This setting also

controls the
language used for
text-to-speech (TTS)
e-mail.

NOTE

To use TTS
e-mail, your
organization
must have
purchased
TTS e-mail
licenses and
installed the
appropriate
TTS
languages.
TTS e-mail
is controlled
by COS.
Field Considerations

Time Format Select the time

format used for the
message time
stamps that
subscribers hear
when they listen to
their messages over
the phone:

System Default�
Subscribers hear
message time
stamps in the time
format specified in
the Use 24-Hour
Time Format for
Conversation and
Schedules field on
the System >
Configuration >
Settings page.

12-Hour Clock�
Subscribers hear
1:00 p.m. when
listening to the time
stamp for a message
left at 1:00 p.m.

24-Hour Clock�
Subscribers hear
13:00 when listening
to the time stamp
for a message left at
1:00 p.m.

Subscribers can set

their own time
format preferences in
Unity with Cisco
Cisco PCA.
Field Considerations

When Exiting the Conversation, Send Subscriber To Select the

destination to which
Cisco Unity sends the
subscriber when
exiting the
conversation:

Call Handler�
Sends the call to the
call handler that you
select.

Directory
Handler� Sends the
call to directory
assistance.

Greetings
Administrator�
Sends the call to a
conversation for
changing call handler
greetings over the
phone.

Hang Up�
Disconnects the call.
Use carefully;
unexpected hang-ups
can appear rude to
callers.

Interview
Handler� Sends the
call to the interview
handler that you
select.

Sign-In� Sends the

call to the subscriber
login conversation.

Subscriber� Sends
the call to the
subscriber that you
select.
Field Considerations

Identify a Subscriber By Select how

subscribers address
messages to other
subscribers.
Subscribers can
address messages
over the phone by
entering a
subscriber's
extension, first
name, or last name.
Addressing by name
requires lettered
keypads on
subscriber phones.

In the subscriber
conversation,
subscribers can
switch between
addressing by name
and addressing by
extension by
pressing the # key
twice. Note that
when the Enable
Spelled Name Search
check box is
unchecked on the
System >
Configuration >
Settings page,
subscribers can
address messages
over the phone only
by entering
subscriber
extensions.
Field Considerations

Subscriber Recorded Name Check this check box

to have Cisco Unity
play the recorded
name of the
subscriber when the
subscriber accesses
Cisco Unity by
phone.

Uncheck the check

box to have Cisco
Unity go directly to
the message count.

Message Count Totals Check this check box

to have Cisco Unity
announce the total
number of unopened
messages. The
number includes
voice, e-mail, fax,
and return receipt
messages.

Voice Message Count Check this check box

to have Cisco Unity
announce the
number of voice
messages that have
not been heard.

E-Mail Message Count Check this check box

to have Cisco Unity
announce the
number of unopened
e-mail messages.

Fax Count Check this check box

to have Cisco Unity
announce the
number of unopened
fax messages.
Field Considerations

Saved Message Count Check this check box

to have Cisco Unity
announce the total
number of messages
that have been
opened but not
deleted. The number
includes voice, e-
mail, fax, and return
receipt messages.
Field Considerations

Message Type menu Check this check box

so that Cisco Unity
plays the following
menu when
subscribers log on to
Cisco Unity over the
phone:

Press 1 to hear voice

messages

Press 2 to hear e-
mails

Press 3 to hear faxes

Press 4 to hear
receipts

Press # to hear all

messages

Note that although

the e-mail and fax
options are available
in the Message Type
menu, Cisco Unity
plays e-mails and
faxes only when the
subscriber is
assigned to a COS
that has the TTS and
FaxMail features
enabled.

Subscribers can also

enable the Message
Type menu by using
Cisco PCA.
Field Considerations

Sort by Message Type Select a message

type, and then click
the Move Up and
Move Down buttons
to reorder the list of
message types. Cisco
Unity plays messages
in the order that you
specify here.

Subscribers can also

specify the order in
which Cisco Unity
plays new and saved
messages by using
Cisco PCA.

Then by Click Newest First or

Oldest First to
specify the message
order for new and
saved messages.

Sender's Name Check this check box

to have Cisco Unity
announce the name
of the sender, if the
message is from an
identified subscriber.

Message Number Check this check box

to have Cisco Unity
announce the
sequential number of
a message ("Message
one is...").

Use with the Message

Count Totals check
box to help the
subscriber keep track
of the number of
unheard messages.
Field Considerations

Time the Message Was Sent Check this check box

to have Cisco Unity
announce the date
and time a message
was sent, before
playing the message.

Time the Message Was Sent Check this check box

to have Cisco Unity
announce the date
and time a message
was sent, after
playing the message.

Using ViewMail for Microsoft Outlook

VMO is a desktop subscriber interface for unified messaging installations. VMO is a

licensed software package that works with the Cisco Unity system. VMO is simply
another Outlook form that is installed on the subscriber's workstation from the
Cisco Unity CD-ROM.

Figure 2-1 illustrates a voice-mail message opened using VMO.

Figure 2-1. VMO Interface

[View full size image]

The VMO interface adds the capability to manipulate a voice mailbox from the
subscriber messaging client. Normal tasks associated with voice mail and voice
messages, including listening to, sending, replying to, or forwarding voice messages,
can be performed from the client.

The Media Master control when using Microsoft Outlook supports the creation and
editing of subscriber recordings via the multimedia devices on the workstation or
the phone. The ViewMail for Outlook form can be used with Microsoft Outlook 98,
Outlook 2000, and Outlook XP. As of this writing, ViewMail cannot be used with
Microsoft Outlook Web Access because it does not support the use of Microsoft
Outlook forms.

NOTE

The Cisco Unity system may require that subscribers enter their
credentials when they use the phone as a playback or recording device in
VMO, such as when subscriber computers are in a different domain than
that of the Cisco Unity system.

The form presents the voice message to the user who is using the Media Master
Control, an intuitive play/pause/record set of controls. In addition, the first control
on the Media Master is the Options menu, where users set their playback and
recording devices and can copy and paste voice messages onto their desktop, for
example. The Media Master control when using MS Outlook is an eXtensible Markup
Language (XML) control that is used in every place in the Cisco Unity system
interface where sound needs to be played or recorded. It is the same in the SA, the
Cisco Unity Assistant (CUA), and the Cisco Unity Inbox.

If the subscriber has not installed VMO, the voice messages are simply e-mailed as
.wav file attachments. VMO also provides the capability to hear the messages
through PC speakers. If the message was left by another subscriber, it is possible to
reply to the message simply by clicking the VMO Reply button. The Media Master
Control when using MS Outlook allows a message to be recorded and sent. The
Cisco Unity system processes the message just as if it had been left via a telephone
handset and activates the MWI of the destination subscriber. If a user uses the
Outlook Web Client, the file appears as a .wav attachment. This is especially useful
for traveling or remote users. As an added feature, the text of the message can be
included in the e-mail along with the voice-message attachment.

Using DUCS for Lotus Notes

DUCS for Cisco Unity is a desktop interface that allows unified messaging features
for an IBM Lotus Notes user. IBM Lotus has constructed a software suite of
applications called Domino Unified Communications Services (DUCS). DUCS for
Cisco Unity is an application that is included with the purchase of the DUCS software
suite. E-mail and voice-mail capabilities are provided in one software application.
The DUCS for Cisco Unity software is installed on the client workstation by the
administrator or the end user.

The software is essentially a Lotus Notes Mail template built and supported by IBM
Lotus and, as mentioned, obtained from IBM or an IBM reseller through the
purchase of the DUCS software suite. Subscribers are able to listen to, send, reply
to, or forward voice mails. The client software supports the capability for subscribers
to record through their multimedia device or through their phone.

Customizing VMO

VMO interaction is customizable in a number of differing ways. These alterations can

affect sounds played when message events occur, allow for auto-playback of
messages (if the check box to play automatically is checked, which by default it is
not), or allow messages to be saved to a messaging client. There is also a check box
that allows the option to save only the message header in the Sent Items folder.

The sound that notifies the subscriber of new voice messages arriving in the Inbox
can be customized by importing a custom .wav file. This enables the subscriber to
add a more personal touch to the delivery of voice-mail messages to their desktop.
However, this option is available only if the subscriber's computer has multimedia
speakers.
Another setting that can be altered is the one dealing with message playback.
Setting up the automatic voice message playback feature causes voice messages to
begin playing as soon as they are opened. With automatic playback disabled, the
Media Master control bar is used to play voice messages.

If your Outlook Inbox is set to save copies of sent messages in the Sent Items
folder, a copy of each voice message that you send using VMO is also saved. Over
time, this can cause hard disk constraint issues. Therefore, the option to disable the
saving of sent messages has been provided in the VMO client.

At times, there will be deployments and installations to sites that are using lower
bandwidth links. In these circumstances where throughput is limited, it is possible,
though not the default action, to configure messages to download to the local
workstation prior to playback.
Understanding Cisco PCA
Cisco PCA serves as a centralized point of access to subscriber web-based
applications. The Cisco PCA portal includes the Cisco Unity Inbox (formerly known in
Cisco Unity version 3.1 and earlier as the Visual Messaging Interface, or VMI) and
the Cisco Unity Assistant (formerly known in verions of Cisco Unity 3.1 and earlier as
Active Assistant, or AA). Cisco PCA is available to subscribers through a URL.
Subscribers need not have any particular COS rights to access it, but they do need
appropriate COS rights to the Cisco Unity Inbox and the CUA. Cisco PCA is
automatically installed during the Cisco Unity system installation. This easy-to-use
web interface gives subscribers desktop access to manage their voice-mail account.

To fully benefit from this section, it is recommended that you have the following
prerequisite skills and knowledge (refer to Chapter 1, "Cisco Unified Communications
System Fundamentals," for a quick review of either topic):

Knowledge of Cisco Unity standard and optional features

Knowledge of Cisco Personal Assistant standard and optional features

To access the interface, point the Microsoft Internet Explorer browser to

http://UnityServerName/ciscopca.

NOTE

The address http://UnityServerName/ciscopca URL is case sensitive!

From this interface, subscribers can change their greetings, passwords, message
notification devices, and schedules, create private lists, enable or disable call
screening, and change their call transfer. The CUA is considered appropriate for
"power" voice-mail users. Some administrators are uncomfortable allowing
subscribers to change their greetings and program message notification for other
devices. With some training, almost any subscriber will find that the CUA is a
powerful tool to use to manage their voice-messaging account.

Understanding the Cisco Unity Assistant

The Cisco Unity Assistant (CUA) allows subscribers to access their voice-mail
messages via Internet Explorer.

By using the CUA, a subscriber can change a number of options, including the
following:
Greetings:

Record a personal greeting

Enable or disable a greeting

Switch between the system prompt and personal greeting

Call Transfers:

Transfer calls to an extension or send to the greeting

Change extension

Call Holding and Screening:

Select the action that Cisco Unity performs for unidentified callers when the
subscriber phone is busy, including placing the caller on hold, prompting the
caller to hold or leave a message, and sending the caller directly to the
greeting

Select the action that Cisco Unity performs when the subscriber answers calls
from unidentified callers, including telling the subscriber who the call is for,
announcing that Cisco Unity is transferring the call, prompting the subscriber
to accept or refuse a call, and prompting the caller to say their name

Message Notification:

Enable or disable a notification device, and change its number

Specify dialing options

Select the types of messages and message urgency for which Cisco Unity calls
a device

Set up a notification schedule, and specify what happens when a device does
not answer, is busy, or fails

Message Playback:

Select full or brief Cisco Unity conversation menus

Select the action that Cisco Unity performs when the subscriber calls Cisco
Unity, including greeting the subscriber by name and announcing the number
 of new messages by type

Select the action that Cisco Unity performs when messages are played,
including announcing the name and number of the sender who left a message,
whether the time stamp is played before or after the message, and the volume
level at which messages are played

Message Addressing:

Switch between addressing messages to other subscribers by name, or by

extension

Specify the order in which to address messages by name (last name followed
by first name, or vice versa)

Caller Options:

Allow callers to edit messages

Allow callers to mark messages urgent

Personal Settings:

Record a name

Specify a fax delivery number

Change directory listing status

Change password

Select the language used for the subscriber phone conversation

Private Lists:

Enter a display name

Record a name

Add and delete members

Understanding Cisco PA Call Flow

�
When a Cisco PA�enabled subscriber number receives an outside call from the
Public Switched Telephone Network (PSTN), PA retrieves subscriber information from
the Lightweight Directory Access Protocol (LDAP) directory. Cisco PA works only in
conjunction with a Cisco CallManager system. Subscribers can configure individual
rules for calls that are destined for their own phone number(s). If rules have been
configured, those rules are executed to route the call as specified. Calls can also be
set up with the "follow me" feature where no rules lookup occurs and all calls are
immediately sent to an alternate location or device. Rules-based call routing can be
handled according to caller ID, date and time of day, or the user's meeting status
based on the user's calendar.

Cisco PA has the capability to forward and screen incoming calls according to
subscriber-configured rules set up in the PA web interface. The PA administrator
should provide end users the URL for the PA server. Upon initial use of the PA web
interface, a welcome screen is presented. On this page, the default language is
configured. This specifies the language in which system prompts are heard.
Subsequent visits result in the presentation of the Rule-Sets page to configure call-
forwarding preferences.

The web interface offers numerous features. However, the focus at this time is on
two of the more important features, Destinations and Callers, which are accessible
through links at the top of the web interface page. Figure 2-2 shows the Cisco PA
web interface, particularly the Rule-Sets page.

Figure 2-2. Cisco PA Administration Rule-Sets Page

[View full size image]

Clicking the Destinations link allows the user to define the desired destination of
calls made, by name and number. The Callers link allows the user to define entries in
their personal address book. These links serve to direct calls to a specific PA user.
Once defined, Rule-Sets can be put in place to actually initiate the call forwarding to
the desired PA user.

Understanding Cisco PA Speech Recognition

Cisco PA contains options to support speech-recognition capabilities. This allows a

subscriber to use voice dialing when calling individuals listed in the corporate
directory or a personal address book, set up conference calling, activate or
deactivate Rule-Sets, or use their voice-mail account.

When calling into PA, the subscriber is prompted to enter a PIN. This PIN is
established in the Cisco CallManager (CCM) system. PA may not always prompt for
the PIN. The deciding factors of whether or not the subscriber is prompted for the
PIN depends on the source of the calling number and the function PA is attempting
to execute. The PA must recognize the calling number. Otherwise, the PIN is required
by the system to permit the subscriber to use any PA functions. Also, any time rules
are altered or executed, the Follow Me feature is enabled or disabled or other call-
forwarding functions are altered, the PIN will be required by the system.
Once logged in, the subscriber hears all prompts in their configured language. If no
language was configured, PA uses the default language established by the system
administrator. Speech-enabled directory dialing allows calls to be placed through PA
by speaking a subscriber's name or phone number aloud.

Using PA-Driven Voice Mail

Cisco PA's voice-recognition features allow the subscriber to access Cisco Unity
voice-mail messages through spoken commands. PA also interprets touch-tone
commands. When the subscriber dials into PA for voice-mail access, PA first plays a
welcome message and prompts for the desired action. The subscriber simply speaks
the desired command, such as "Check messages". The system prompts the
subscriber for the PIN. The PIN used for PA and the subscriber password to access
Cisco Unity are not the same. They are stored in different locations, one in PA or
CCM, the other in Cisco Unity. If PA cannot verify the entered PIN, the subscriber is
transferred to the Cisco Unity voice-mail system and prompted to enter the
password established with it.

While listening to messages, the subscriber may use voice commands to complete
tasks, such as list or read messages, skip messages, delete messages, and call back
the sender of a message (if listed in the corporate directory). The voice-mail session
is ended by the voice command "Good bye."
Chapter Summary
In this chapter, you learned about the Cisco Unity features and functions to route
calls. Specifically, you learned how to do the following:

Determine the means by which calls are handled for individual subscribers.

Use tools to aide in the delivery, sending, and manipulation of messages such
as VMO and PA to further complement the user-friendliness of the system
overall.

Use speech-recognition capabilities to allow subscribers to speak commands to

place calls to contacts in the corporate directory or personal address book.

Configure call handling for individual subscribers, including forwarding of calls,

handling of messages, and other traditional voice-messaging capabilities

Use the Cisco PA web interface to create and activate Rule-Sets for the
subscriber based on time of day, date, location, and other pertinent variables

For additional information on the preceding topics, refer to these resources:

"White Paper: Client Access in a Voice Messaging-Only Deployment (Cisco

Unity Version 4.0)." This white paper is available on Cisco.com. Select
Products and Services > Voice and Telephony > Cisco Unity > Product
Literature > White Papers.

Cisco Unity User Guide. This is available for both Microsoft Exchange and Lotus
Domino installations; make sure that you choose the correct version. Go to
Cisco.com and select Products and Services > Voice and Telephony >
Cisco Unity > Technical Documentation > User Guides to choose the
appropriate guide.
Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

Explain briefly the process that occurs when a Cisco Unity subscriber logs in
1:
to the system for the first time.

2: List four typical voice-mail subscriber options when using the TUI.

3: List at least two items that can be customized in the VMO settings.

When a user is prompted for a PIN by Cisco PA, what is the result when the
4:
PIN cannot be verified due to an incorrect entry?

Which interface allows a subscriber to configure Rule-Sets to enable call

5:
forwarding based on personal preferences for PA?

Each subscriber must set a password as mandated by the subscriber

6: template in effect at login. If a subscriber loses or forgets the password set,
what course of action should be taken?

Describe the circumstance that will cause the MWI on the subscriber phone
7:
to be turned off.

To configure call hold and screening features, which utility, discussed in this
8:
chapter, should be used?

For Cisco PA to be fully used by a subscriber, it must be able to retrieve

9: subscriber information from an LDAP directory. Under what circumstance
does this feature properly function?

Cisco PA's voice-recognition capabilities allow voice message access using

10: voice commands. List at least two tasks that are possible using voice
commands.
Chapter 3. Setting Up Cisco Unified
Communications
Upon completing this chapter, you will be able to perform the following tasks:

Use the Cisco Unity System Administrator to perform supervisory tasks, such
as create subscriber accounts, set system schedules, specify settings for
individual subscribers or groups of subscribers through the use of subscriber
templates, and implement a call management plan

Use configuration tools to manage settings, directory objects, system

schedules, and licensing and subscriber authentication

To manage a Cisco Unity system and administer it efficiently, you need to

understand the product and its features. As with many other software functions,
Cisco Unity has settings and configuration options that are both global and record-
specific. This chapter is dedicated to the introduction of basic system administration,
including layout, security, and help functions. Basic rules of voice processing, as well
as some additional tools, are discussed to give you a better understanding of the
information presented.

Among the topics discussed in this chapter is the basic use of the Cisco Unity
System Administrator web tool to administer the system. Nearly every facet
pertaining to the configuration of Cisco Unity is web-based in nature.

Following an introduction of the Cisco Unity System Administrator is a discussion of

Cisco Unity setup to give you a basic idea of what tasks are involved in getting a
new installation up and running.
Using the Cisco Unity System Administrator
The Cisco Unity System Administrator is the tool that you will use to perform the
majority of administrative tasks, so you need to become familiar with this tool to
effectively administrator and set up a Cisco Unity system.

Before you begin to read about how to use this tool, to fully benefit from this
section, it is recommended that you have the following prerequisite skills and
knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)

A working knowledge of the Cisco Unity telephone user interface (TUI) and
subscriber tools for managing voice messages and settings (see Chapter 2,
"Using Your Cisco Unified Communications System")

A solid understanding of Cisco Unity basic features and functions (see Chapter
1, "Cisco Unified Communications System Fundamentals")

The Cisco Unity System Administrator is accessible by using Microsoft Internet

Explorer 6.0 or later and is optimized to be viewed at 1024 x 768 resolution using
256 colors (but not below 800 x 600, because it is not accessible at 640 x 480). It is
broken into three differing frames:

Navigation bar� The navigation bar on the left holds all the links to the
different areas of administration and it's organized by section.

Title strip� The title strip gives the title of the page; that is the name of the
subscriber or call handler. It also contains the command icons to view, add,
and delete, and the name of the record being accessed.

Page body� The page body gives all the current information and settings.
Whereas the address of the console is dependent on your naming conventions,
the default address of the Cisco Unity System Administrator is http://<Cisco
Unity server Name>/Saweb.

Figure 3-1 shows a logical view of the entire page, including the navigation bar, title
bar, and page body.

Figure 3-1. Cisco Unity System Administrator Page Layout

Defining the Navigation Bar

The navigation bar is one of the primary tools used on the main page of the Cisco
Unity System Administrator. This bar exists on the left margin of the Cisco Unity
System Administrator main page so that it is easily accessible by the Cisco Unity
System administrator.

Two levels of navigation are available in the Cisco Unity System Administrator. The
first level of the navigation bar shows individual data categories and furnishes web
links to each group of pages within each of the categories.

The second level furnishes web links to each page within a selected group. After you
select a page, you can access individual records on that page by clicking the Find
icon.

The navigation bar consists of six major portions (see Figure 3-2):

Subscribers� This is where you can create, delete, or modify subscriber

specific settings. This section includes links to the subscriber, subscriber
template, class of service (COS) settings, public distribution lists, and account
policy pages.

Call Management� This is where you set how a call is handled by Cisco Unity.
This section includes links to the call handlers, directory handlers, interview
handlers, call routing, and restriction tables pages.

Reports� This is where you can generate reports for either subscribers or
system information. This section includes links to subscribers and system
reports pages.
Network� If you are linking Cisco Unity with another voice messaging
system, this section will show the different options available for networking.
The networking options you are licensed for will appear here. This section
includes links to both primary and delivery location pages. If the system is
licensed for AMIS or bridge networking, you see those options here also.

System� This section includes links to configuration, schedules, holidays,

licensing, authentication integrations, and ports pages.

Unity Servers� Includes links that provide a list of all the Cisco Unity servers
that are digitally networked together.

Figure 3-2. Cisco Unity System Administrator Navigation Bar

You will need to be completely familiar with the links on the navigation bar, which
should come naturally to you over a short period of active administration.
Defining the Title Strip

The title strip is relatively self-explanatory. It serves to display the name of the
record or of the group of settings that appears on the page. The title strip also
features command icons that initiate actions, such as saving and finding records. At
any given time, the icons are presented in color. If a grayscale icon appears, it
indicates that the option associated with that icon is unavailable on that particular
page. These icons include:

Save� Saves entered data. This option is grayed out until changes have been
recorded in the record. If a different major link is clicked after making changes
to the entries but not saving the changes, the system prompts the
administrator to save the changes, do not save, or cancel.

Find� Opens the Find window to allow for a search of available records for the
displayed category.

Add� Opens an Add window to allow the addition of new records.

Delete� Deletes the displayed record after prompting for confirmation of the
deletion.

Run� Generates a report (only available on Reports pages).

Online Documentation� Provides access to the Help index and provides

access to information for field-by-field documentation for each page.

Field Help� Displays question marks next to fields and buttons for which
Help is available.

Defining the Page Body

The page body of the Cisco Unity System Administrator is relatively self-explanatory.
When you click a link, the corresponding page fills this space and you can make
configuration entries. When you select the links displayed, this is where you will see
actual information for each page that is entered into the Cisco Unity system. The
page name is highlighted at the top of the page.

Protecting System Administration

As with any high-or unrestricted-access account, it is imperative that you protect the
system administrator account. A Cisco Unity system has numerous security features
to provide some level of protection. Among the features offered by the system is a
choice between two authentication methods, the Anonymous method and the
Integrated Windows method (formerly Windows NT Challenge/Response
authentication). The Microsoft website contains general information about both
authentication types, including strengths and weaknesses of each.

Table 3-1 provides an overview of the authentication methods by describing some of

the advantages and disadvantages of each.

Table 3-1. Authentication Method

Authentication Type Advantages Disadvantages

Integrated Windows User credentials are not sent Windows

authentication across the network. Microsoft cannot validate
Internet Explorer and Microsoft the identity of a
Windows use a user when the
challenge/response mechanism to user is logged
authenticate the user. on to an
untrusted
domain and,
therefore,
denies the user
access to the
Cisco Unity
System
Administrator.

Integrated Windows When

authentication is the default in subscribers log
Microsoft Internet Information on to the Cisco
Server (IIS); therefore, no Unity System
additional setup is required. Administrator
from another
domain, they
are prompted
to re-enter
their credentials
every time that
they want to
use the phone
as a recording
and playback
device for the
Media Master.
Authentication Type Advantages Disadvantages

Anonymous authentication When subscribers log on to the When a

Cisco Unity System Administrator subscriber
from another domain, they can enters
enter the applicable credentials on credentials on
the Cisco Unity Log On page for the Cisco Unity
the domain that the Cisco Unity Log On page,
server is in. the credentials
are sent across
the network in
clear text. To
solve this
problem,
configure Cisco
Unity to use
Secure Sockets
Layer (SSL).

When subscribers log on to the Because

Cisco Unity System Administrator Integrated
from another domain, they are Windows
not prompted to re-enter their authentication
credentials each time that they is the IIS
want to use the phone as a default, an
recording and playback device for administrator
the Media Master. must configure
the system to
use Anonymous
authentication.

By default, IIS is configured to use Integrated Windows authentication to

authenticate the username and password. During the Cisco Unity installation
process, the installer has the option to configure IIS so that the Cisco Unity System
Administrator uses Anonymous authentication instead.

It is important to keep in mind that, until an administrative subscriber account is

created, the Windows credentials associated with the default administrator account
must be used to log on to the Cisco Unity System Administrator tool.

System Administrator permissions are based on a subscriber's COS. Through COS,

additional administrative tasks and capabilities can be delegated to individual
subscribers. All Cisco Unity administrators must also be Cisco Unity subscribers.
Figure 3-3 shows the Cisco Unity System Administrator Subscribers page.

Figure 3-3. Cisco Unity System Administrator Subscribers Page

 [View full size image]

The manner in which the authentication is performed has an effect on the behavior
of the system. The administrator account, however, remains unchanged. It is
possible to maintain only the initial (default) administrator account. Typically, for
customization, and even for tracking and change control, separate accounts are
created for each administrative user in the domain.

It is, however, possible to track administrator actions. Actions such as entry

creation, updates, deletions, and so on of Cisco Unity entities can be tracked by the
Cisco Unity system.

Internet Explorer uses the Microsoft Windows 2000 Challenge and Response for
System Administrator (SA) access. Netscape Navigator is not supported for SA
access because there is no mechanism for challenge/response processes. SA
permissions are based on a subscriber's COS. Through COS, you can delegate the
system administration tasks, or a portion of them, to other subscribers. A Cisco
Unity administrator must also be a Cisco Unity subscriber.

To further augment security, IIS in Windows 2000 can be configured to govern the
length of time that the browser can be left idle/unattended before Cisco Unity
automatically logs off the administrator. This is configured by altering the Session
Timeout limit in IIS. After 20 minutes of inactivity, the subscriber is logged off
automatically by the idle timer; the browser must then be refreshed and login
credentials re-entered. Once the user is logged off, the system provides a link to log
on again.
 NOTE

The Cisco Unity system limits to five the number of administrator

accounts that can be logged in to the system at any given time. Each
administrative user should make sure to use the Log Off link to close the
System Administrator after they have completed their administrative
tasks. Otherwise, the workstation should be locked any time the
administrator is away. When the administrator returns, Anonymous
authentication prompts for the username and password once again, but
Windows Authentication does not.

Regardless of which authentication method the installer chooses, the authentication

method can be altered at any time by an administrator. Before any changes of this
sort are made, however, all Cisco Unity administrators in the organization should
agree that the change should be made.

Using Onscreen Help

Throughout the Cisco Unity system, including the System Administrator, an

onscreen help function is provided to assist new or less-experienced Cisco Unity
administrators.

Two help icons are available on the console: a question mark icon (?) and an icon of
a book. The ? icon is a field help icon, whereas the book icon is used to access Cisco
Unity online documentation. Figure 3-4 illustrates these two icons.

Figure 3-4. Field Help and Online Documentation Help Icons

Figure 3-5 shows the result of clicking the online documentation icon. Note that a
new window has opened with information specific to the selected field.

Figure 3-5. Onscreen Help Using the Book Icon

[View full size image]

Using Cisco Unity Media Master

To enable you to record and play back voice, Cisco Unity uses the same interface
consistently throughout the product. The drop-down menu allows you to choose the
phone or the PC speakers and microphone to record and play back voice. It is also
possible to copy and paste voice files (.wav only). The Options selection is where you
specify what telephone extension Cisco Unity dials to reach a subscriber, and the
name of the Cisco Unity server that will dial the extension.

The Media Master control bar appears on each Cisco Unity System Administrator
page on which recordings can be made. It allows recordings to be created and
played, either with a phone or with a computer microphone and speakers, by
clicking the Media Master controls. Figure 3-6 shows the Media Master control bar.

Figure 3-6. Media Master Control Bar

Configuring a Cisco Unity System
This section serves as a Cisco Unity system setup and configuration guide. The
actual architecture and processes involved in installation of the software are covered
in the "Understanding Cisco Unity for Exchange Architecture" section of Chapter 8,
"Cisco Unified Communications System Software."

The ever-growing dependence on telephony and associated technologies has made

voice mail an imperative tool in any business model. That in mind, it is important to
understand how to set up a Cisco Unity system properly.

Before you study how to set up a Cisco Unity system, to fully benefit from this
section, it is recommended that you have the following prerequisite skills and
knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)

A basic understanding of the features and functions available to subscribers

and administrators (see Chapter 1)

A strong understanding of the functionality of the Cisco Personal

Communications Assistant (PCA) (see Chapter 2)

Obviously, any software package must be properly installed and configured on

supported platforms before it may become a useful addition to any environment,
and Cisco Unity is no different. Numerous general settings must be configured on
every Cisco Unity system before any subscribers can be added. Learning how to set
up a Cisco Unity system efficiently and effectively is an important task for an
administrator.

NOTE

If the Cisco Unity system will use the failover feature, begin the
installation on the primary server. The task list alerts you when to install
the secondary server. Both Cisco Unity servers must have the same
configuration.

Creating a Cisco Unity Task List

This section discusses the basic steps of getting through a new installation of the
Cisco Unity software.
When you are installing a system that will become a critical piece of the overall
network infrastructure, you must exercise proper due diligence. Before you perform
the installation, you must assemble various pieces of information, software
packages, and a proper hardware platform on which to install the system. You must
decide how and where this particular Cisco Unity system will fit into the network.
Figure 3-7 provides a snapshot of the steps necessary to ensure a successful rollout.

Figure 3-7. Cisco Unity Setup Task List

After the Microsoft Windows 2000 and Microsoft Exchange or Lotus Domino
installations are complete, the Cisco Unity installation, itself, can proceed. The first
few steps in the task list are some of the most vital.

Get oriented: In the orientation phase, you make crucial decisions regarding
placement and server roles. These decisions dictate how and where the server
will interact with the network as a whole. Improper placement or
underestimation of the load and demand that will be placed on the server has
the potential to easily create problems. All of these considerations should be
taken into account before you place any Cisco Unity server platform, to ensure
that you purchase the proper hardware and licensing.

Make decisions: Once you have defined the roles and responsibilities for the
Cisco Unity system, you should consider the subscriber population of the
system. Some questions that need to be answered ahead of time include: How
many subscribers? What kinds of subscriber templates and distribution lists
 will be necessary? What features should be made available to subscribers, such
as one-key dialing, voice-command capabilities, and so on?

Customize, prepare to add subscribers, and add distribution lists: With

subscriber needs in place, it is time to consider call routing. How calls are
routed will have profound effects on the usability of the Cisco Unity system.
Will the default directory and call handlers adequately meet the needs of all
subscribers, or will some customization be necessary and, if so, to what
degree?

Add subscriber, customize call handlers, make a backup, prepare users,

and go live: Once the process is complete and the system is ready for
subscribers, you should perform a full backup of the server. This is imperative
in case a restoration of the base system becomes necessary. With the backup
complete, you can create subscribers. Preparing users with the proper training
to use the system should then follow and then taking the system into
production.

Understanding Configuration Settings

To open the Configuration Settings page, select System > Configuration >
Settings in the Cisco Unity System Administrator. This page contains significant
information about the system. These settings are typically adjusted as part of the
"customize" phase (refer to Figure 3-7). As such, the values must be supplied, or left
at default settings, on any system you set up. The Settings page is composed of
system-wide settings, such as the default schedule, time format, search and security
option, and cleanup intervals for diagnostic and log files. The Software Versions
page provides information regarding what software is running, and all the associated
Cisco Unity services and their version numbers. This information is useful when you
need to contact the Cisco Technical Assistance Center (TAC).

Replicating Cisco Unity Directory Objects

Cisco Unity allows you to replicate to the Cisco Unity database Cisco Unity directory
objects, which include mail users, locations, and distribution lists. The replication
settings allow you to replicate objects on a specific schedule. There is, however, a
Replicate feature that allows forced replication on demand.

Be careful about what you replicate, because replicating all Cisco Unity directory
objects may significantly impact system performance. Also, consider replicating all
objects during off hours.

Table 3-2 provides field names and descriptions for the options on the Configuration
Settings page.

Table 3-2. Configuration Settings Page

Field Description

Default Schedule Select the default schedule, which is

used for all Cisco Unity operations
unless specifically changed for a call
handler, subscriber account, or call-
routing table.

Default: Weekdays (the only other

option is All Hours�All Days).

Use 24-Hour Time Format for Check this check box to use a 24-hour
Conversation and Schedules time format for all Cisco Unity
Conversation operations; otherwise, a 12-hour format
is used.

Default: unchecked.

Enter Spelled Name Search Check this check box to allow

subscribers to address messages to
other subscribers by spelling a
subscriber's first or last name over the
phone. When checked, subscribers in
the process of editing private lists can
search for other subscribers by spelling
the subscriber's name via the phone.

When unchecked, subscribers can search

for subscribers over the phone only by
entering subscriber extensions. If
checked, it does not prevent searching
the subscriber database by entering a
subscriber extension.

Default: checked.

RSA Two Factor Check this check box to enable

enhanced phone security, which uses
RSA two-factor user authentication. To
use enhanced phone security, an
ACE/Server must be installed and
configured for your system.
Additionally, a new COS must be
created or an existing COS modified for
the subscribers who are using enhanced
phone security.

Default: unchecked.
Field Description

NOTE

RSA and ACE/Server subject

matter is not covered in this
book.

Subscribers Are Identified as Check this check box to disable

Message Senders Only if They Log identified subscriber messaging system-
On wide.

When identified subscriber messaging is

enabled, Cisco Unity automatically
identifies a message left during an
internal call as originating from the
extension from which the call was made.

Regardless of enabled or disabled

status, if a subscriber logs on before
leaving a message from an internal
location other than the extension
assigned to the subscriber, such as from
a conference room, Cisco Unity
identifies the call as originating from
the extension of the logged-on
subscriber rather than the extension
from which the call is placed.

This field is applicable only when the

phone system provides caller and called
party information to Cisco Unity. A
system-wide setting is not configurable
for an individual subscriber or
subscriber template.

Default: unchecked.

Cisco Personal Communications The URL for Cisco PCA should be

Assistant (PCA) entered here so that it is automatically
included as a link in the body of the e-
mail message that is sent to the
subscriber.
Field Description

Cleanup Interval for Logger Data Indicate how often data files should be
Files in Days deleted.

Default: 7 days.

Cleanup Interval for Logger Indicate how often diagnostic files

Diagnostic Files in Days should be deleted.

Default: 7 days.

Cleanup Interval for Report Files in Indicate how often report files should
Days be deleted.

Default: 7 days.

Replicate Cisco Unity Directory Choose Changed Objects to manually

Objects synchronize changes from Active
Directory or Exchange 5.5 Directory into
the Cisco Unity SQL database.

Choose All Objects only if Cisco Unity

has been down for a considerable length
of time.

Cisco Unity Computer Settings Display only. This setting shows the
name of the Cisco Unity server and the
Windows Domain name.

Fax Settings This setting shows the name of the fax

domain.

Disk Usage Display only. This setting shows, in

megabytes, the total, used, and free
disk space on the Cisco Unity server.

Recording Settings The System > Configuration >

Recordings page contains settings for
recording time limits and for silence
thresholds (the amount of silence
before Cisco Unity assumes the caller is
no longer on the line) before, during,
and after recordings.
Field Description

Contacts The System > Configuration >

Contacts page is where you enter the
names and phone numbers of the
people responsible for maintaining or
administering the Cisco Unity server.
This information might be useful to a
technician who is accessing Cisco Unity
from offsite.

Phone Languages Phone languages are the languages in

which Cisco Unity can play system
prompts to subscribers and callers. The
default phone language and other
system-wide phone language settings
are specified. Also specified are the
default text-to-speech (TTS) language,
which is the language that subscribers
hear when their e-mail is read to them
over the phone. Note that to use TTS
languages, an organization must have
TTS e-mail and the appropriate
languages installed.

Graphical User Interface (GUI) The settings on this page determine the
Languages languages in which the Cisco Unity
System Administrator pages can be
displayed. A default GUI language and
other system-wide GUI language
settings can be specified.

It is useful to understand the settings and capabilities of the Cisco Unity System.
Proper configuration of the Recordings, Contacts, Phone Languages, and GUI
Language settings is necessary to ensure proper operation of the system.

Recording Settings

The Recordings page contains settings for recording time limits and for silence
thresholds (the amount of silence before Cisco Unity assumes the caller is no longer
on the line) before, during, and after recordings.

To encode information, such as sound or video, as data, it is necessary to use a

compression/decompression algorithm (codec). Codecs vary in form, function,
efficiency, and quality. Cisco Unity is no exception to the rule when it comes to
encoding and storing voice messages, greetings, and so on. Cisco Unity supports the
following audio codecs:

G.711 Mu-law (default)

G.711 A-law

G.729a

Intel Dialogic OKI ADPCM 8 kHz

Intel Dialogic OKI ADPCM 6 kHz

GSM 6.10

G.726 (Cisco Unity Version 4.01 or later)

For information on choosing and implementing audio codecs, refer to "White Paper:
Audio Codecs and Cisco Unity," which is available at Cisco.com (click Products &
Solutions> > Voice & IP Communications > Voice Software > Cisco Unity>
> White Papers).

WARNING

If a Cisco Unity system is configured with a failover system, recordings

settings are not replicated between the primary and secondary servers.
The values must be changed manually on both servers.

Table 3-3 includes additional information about the recordings settings in the
configuration section of the System Administrator.

Table 3-3. System > Configuration > Recordings Page

Field Considerations
Field Considerations

Allowed Time for Recording in Milliseconds Select the

number of
milliseconds for
the DTMF clip
length. This
setting indicates
how much to
truncate the
end of a
recording when
a message is
terminated with
a touch-tone.

Default: 170
milliseconds.

Allowed Time for Short Recording in Seconds Select the

number of
seconds that
Cisco Unity uses
as a cutoff for
short and long
recordings.
Recordings
shorter than
this number are
considered
short
recordings;
recordings
longer than this
number are
considered long
recordings.

Default: 10
seconds.
Field Considerations

Allow How Much Silence Before Time Out in Seconds Select the
number of
seconds after
which Cisco
Unity will end
the message,
greeting, or
recorded name
if the subscriber
or caller has not
begun speaking.
A value lower
than 2 or 3
seconds may
not give the
subscriber or
caller enough
time to begin
speaking.

Default: 5
seconds.

Discard Any Recording Less Than in Seconds Select the

minimum
length of
recordings, in
seconds, for
messages or
greetings. Note
that this setting
is not applied to
recorded
names.

Default: 1
second.
Field Considerations

Short Recording (Short Recording Trail Limit or Less) Select the

number of
seconds of
silence that
Cisco Unity uses
to detect the
end of a short
recording. When
Cisco Unity
detects a pause
equal to the
number of
seconds
specified, it
assumes that
the speaker has
finished
recording the
message,
greeting, or
recorded name.
Callers are more
likely to pause
longer during
long messages.
That in mind, it
may be prudent
to set a smaller
pause length for
short recordings
than for long
recordings.
Cisco Unity uses
the Allowed
Time for Short
Recording in
Seconds setting
to determine
whether a
recording is
short or long.

Default: 2
seconds.
Field Considerations

Long Recording (Over Short Recording Trail Limit) Select the

number of
seconds of
silence that
Cisco Unity uses
to detect the
end of a long
recording. When
Cisco Unity
detects a pause
equal to the
number of
seconds
specified, it
assumes that
the speaker has
finished
recording the
message,
greeting, or
recorded name.
Callers are more
likely to pause
longer during
long messages.
That in mind, it
may be prudent
to set a greater
pause length for
long recordings
than for short
recordings.
Cisco Unity uses
the Allowed
Time for Short
Recording in
Seconds setting
to determine
whether a
recording is
short or long.

Default: 3
seconds.
Contacts

The System > Configuration > Contacts page is where the names and phone
numbers of those people responsible for maintaining or administering the Cisco
Unity server should be entered. This information will be useful should it be necessary
to access the Cisco Unity system from offsite.

Phone Languages Settings

Phone languages are the languages in which Cisco Unity can play system prompts to
subscribers and callers. You can specify a default phone language, along with other
system-wide phone language settings. In addition, you can configure the default
TTS language, which is the language that subscribers hear when their e-mail is read
to them over the phone. Note that to use TTS languages, your organization must
have TTS e-mail and the appropriate languages installed.

If you prefer, you can customize the language settings for specific Cisco Unity
components, such as subscriber accounts, routing rules, call handlers, interview
handlers, and the directory handler.

Use Table 3-4 to learn more about phone languages settings.

Table 3-4. System > Configuration > Phone Languages Page

Field Considerations

License Counts � Total Display only. This setting shows the total number
of phone language licenses for the installation.
This determines how many phone languages can
be loaded at one time. Note that the number of
phone language licenses does not limit the
number of phone languages actually installed on
the Cisco Unity server.

License Counts � Loaded Display only. This setting shows the number of
languages in the Loaded list.

License Counts � Unused Display only. This setting shows the number of
unused phone language licenses. Note that this
number might not be the same as the number of
languages in the Available list.
Field Considerations

Available This list displays the languages that have been

installed on the Cisco Unity server but that are
not currently loaded.

When a language is loaded, by moving it from

the Available list to the Loaded list, the Loaded
and Unused License Counts fields are adjusted
accordingly. Languages can be moved to the
Loaded list only if the Unused License Counts
field is greater than zero.

Loaded This list displays the languages that can be

selected for use by the subscriber conversation
and various Cisco Unity components, such as call
handlers.

When a language is unloaded, by moving it from

the Loaded list to the Available list, the Loaded
and Unused License Counts fields are adjusted
accordingly. Any call handlers or other Cisco
Unity components that were using the unloaded
language are reset to use the default phone
language.

Default Phone Language Select the default language in which system

prompts are played to subscribers and callers.
Only the languages shown in the Loaded list can
be chosen as the default language.

Default Text-to-Speech Select the default language that subscribers hear

Language when having their e-mail read to them over the
phone. This is typically the same language
selected in the Default Phone Language field,
with the following exceptions:

If Australian or New Zealand English is selected

as the phone language, select either United
States English or UK English as the default TTS
language.

There is no appropriate TTS language available

for Brazilian Portuguese or Korean.
GUI Languages Settings

The settings on the GUI Languages page determine the languages in which the Cisco
Unity System Administrator pages can be displayed. The default GUI language and
other system-wide GUI language settings can be specified.

To change the GUI language used in the Cisco Unity System Administrator or Cisco
PCA, select a language in the browser. (Subscribers use the Cisco PCA website to
access the Cisco Unity Assistant and the Cisco Unity Inbox.)

For the Cisco Unity System Administrator, the language selected in the browser
must be one of the languages in the Loaded list on the GUI Languages page. If the
language selected in the browser is not among the loaded languages, Cisco Unity
uses the default GUI language. For Cisco PCA, the language selected in the browser
must be one of the languages that Cisco PCA offers.

WARNING

If you have a Cisco Unity failover system, recordings settings are not
replicated between the primary and secondary servers. You must change
values manually on both servers.

Managing Calls Using System Schedules

The System Schedules page can be found by clicking on the System > Schedules
links in the Cisco Unity System Administrator. Schedules are one of the variables
that Cisco Unity uses to manage calls. The standard and closed subscriber and call
handler greetings play according to the days and times specified in a schedule.

Cisco Unity offers two predefined schedules in the Settings page: All Hours�All
Days, and Weekdays, both of which can be modified. Any defined schedule, be it
default or defined, may be used as the default schedule for Cisco Unity. The default
schedule is set to Open from 8 a.m. local time to 5 p.m. local time and the Observe
holidays option is checked. This default schedule is used for all call handlers,
subscriber templates, and call routing tables. The Cisco Unity system may use up to
64 different schedules.

Every call handler in the system uses a schedule to determine which greeting it
plays. The Standard greeting is played during the time set as Open (for example,
"Thank you for calling XYZ Corp. If you know your party's extension, enter it at any
time or press '0' for an operator."); the Closed greeting plays during all other times
(for example, "Thank you for calling XYZ Corp. Our offices are now closed. Please
call back during our normal business hours 8 a.m. to 5:00 p.m., Monday through
Friday.") This schedule is typically configured by the administrator and based upon
business hours and holidays. A holiday schedule is configured and activated using an
Observe holidays check box. During that time, Cisco Unity will play the Closed
greeting during all hours for the specified holiday(s).

Using Holiday Settings

When a holiday setting is in effect, Cisco Unity plays closed greetings and observes
closed transfer rules. You can configure several years of holidays in advance. Those
holidays can be copied from one year to the next, adjusting dates as necessary.
Because many holidays occur on different dates each year, confirm that the holiday
schedule remains accurate annually.

Licensing

Software licensing has long been a controversial issue. Cisco Unity is similar to the
vast majority of software packages on the market in that it does require licenses to
install the software legally.

Cisco Unity itself is not the only licensed portion of the overall product. Cisco Unity
provides the base functionality. There are add-on software products that also must
be properly licensed. Functions, such as the Cisco Unity Inbox subscribers and Audio
Message Interface Standard (AMIS) networking, are licensed, whereas other
functions, such as ViewMail and Cisco PCA, are not licensed.

All the licensing issues can be complex to track. Thereof, Cisco Unity provides a
licensing tool that tracks the number of used and unused Cisco Unity subscribers,
vendor-managed inventory subscribers, and secondary server licenses available to a
particular server. This provides a single point of reference to be used in keeping
track of license counts for various features offered by the system. Prior to version
4.x, Cisco Unity servers required a hardware key to activate the system. The
hardware key is simply a small USB device or a parallel port device roughly the size
of a key chain. With the use of the FlexLM licensing product, this key is no longer
necessary because all licensing information is held in a system file on the hard drive.
This file contains all the information about ports, features, number of users, and so
on that are enabled on this Cisco Unity system.

License files are required to install or to upgrade Cisco Unity software and to change
licensed features. To obtain the license files that provide the settings purchased by
the customer, the Cisco Unity software must be registered on Cisco.com.

Shortly after registration, Cisco e-mails the license files. The e-mail from Cisco
contains instructions on how to save and store the files. The Cisco Unity Installation
Guide provides specific instructions later in the installation process on the use of the
license files during the installation or upgrade.

The following information is required during software registration:

Media Access Control� The MAC address (physical address) for the network
interface card (NIC) in the Cisco Unity computer. If the Cisco Unity server uses
 dual NICs as a fault-tolerant team, a virtual MAC must be identified by the
administrator and assigned by the device driver (for the team rather than
either physical MAC address) when the license is ordered. The license file will
be registered to the specified virtual MAC address and the active NIC used. The
virtual MAC is assigned in the NIC configuration under the network properties
on the server.

Product Authorization Key� The PAK is listed in the Cisco Unity Software
Keys booklet that is shipped with the software CD-ROMs. Lotus Domino
integration packages may not include a license book. In that case, the PAK is
imprinted on the CD-ROM sleeve.

Registered users of Cisco.com can browse to the following URL to begin the
registration process:

http://www.cisco.com/cgi-bin/Software/FormManager/formgenerator.pl

Nonregistered users can browse to the following URL to begin the registration
process:

http://www.cisco.com/pcgi-bin/Software/FormManager/formgenerator.pl

In either case, the license information should be e-mailed back to the e-mail address
of record in the registration within 24 hours. If it does not come back in a timely
manner, it is recommended that you contact TAC to investigate the matter.

It is worth the time invested to check out these URLs when setting up a Cisco Unity
system for the first time. It allows verification of correct license features, add-ons,
and number of licenses.

Setting Up Authentication

Authentication settings dictate the logon and lockout policy, which applies when
subscribers access Cisco Unity by using Cisco PCA. If the Cisco Unity System
Administrator uses the Anonymous authentication method, the policy that you
specify here also applies when subscribers use the Cisco Unity System Administrator
to access Cisco Unity. The basics of the available authentication options were
discussed earlier in this chapter, in the section "Protecting System Administration."
This section discusses the Cisco PCA that is used by individual subscribers
(nonadministrators).

It is important to consider that when subscribers log on to Cisco PCA, their

credentials are sent across the network to Cisco Unity in clear text. The same is true
if the Cisco Unity System Administrator uses the Anonymous authentication
method. For increased security, it is therefore recommended that Cisco Unity be
configured to use the SSL protocol. As a best practice, it is also recommended that
Cisco Unity administrators not use the same subscriber account to log on to the
Cisco Unity System Administrator as they use to log on to Cisco PCA.
Changes to authentication settings affect all Cisco Unity subscribers. These settings
cannot be changed for individual subscriber accounts, though they can be
individually locked out to prevent subscribers from using Cisco PCA or the Cisco
Unity System Administrator to access Cisco Unity.

Note that the authentication settings represent a different logon and lockout policy
from the one that applies when subscribers access Cisco Unity by phone. Table 3-5
describes the authentication settings.

Table 3-5. Authentication Settings

Field Considerations

Remember Logons for __ Days If desired, check this box and enter
the number of days that Cisco Unity
will store logon information. When
this box is checked, logons are stored
and encrypted as cookies on the
subscriber computer.

When Cisco Unity remembers logon

information, subscribers do not have
to enter it to log on to Cisco PCA.
Instead, the logon credentials for a
subscriber are automatically populated
in the Log On page.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

Default: blank.
Field Considerations

Remember Passwords for __ Days If desired, check this box and enter
the number of days that Cisco Unity
will store password information. When
this box is checked, passwords are
stored and encrypted as cookies on
the subscriber computer.

When Cisco Unity remembers

subscriber passwords, subscribers do
not have to enter their password to
log on to Cisco PCA. Instead, a
subscriber password is automatically
populated in the Log On page.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

Default: blank.
Field Considerations

Session Key Duration This field indicates the length of time

that the browser can be left
unattended before Cisco Unity
automatically logs the subscriber off.

The value in IIS dictates the browser

session duration, but this field can be
used to change the value for the
Session Timeout field in IIS. When the
value for the Session Timeout field is
changed directly in IIS, however, the
changes you make are not reflected
here.

Regardless of whether the session

duration is updated here or directly in
IIS, the new timeout value applies to
the next new browser session.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

Default: 20 minutes.

Disallow Blank Passwords Check this box so that subscribers are

prohibited from logging on to Cisco
PCA without entering a password in
the Log On page, even if the Windows
account policy allows blank passwords.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.
Field Considerations

Lock Out Accounts Check this box to specify an account

lockout policy for the subscribers
using Cisco PCA.

When this box is checked, enter the

appropriate values in the following
fields:

Accounts Are Locked Out For __

Minutes

Accounts Will Lock Out After __ Logon

Attempts

Reset Account Lockout Counters After

__ Minutes

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

Default: checked.

Accounts Are Locked Out For __ Enter the number of minutes that
Minutes Cisco Unity will prevent subscribers
from accessing Cisco Unity by using
Cisco PCA.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

This option is unavailable when the

Lock Out Accounts box is unchecked.

Default: 30 minutes.
Field Considerations

Accounts Will Lock Out After __ Enter the number of failed logon
Logon Attempts attempts after which subscribers
cannot access Cisco Unity by using
Cisco PCA.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

This option is unavailable when the

Lock Out Accounts box is unchecked.

Default: 5 attempts.

Reset Account Lockout Counters Enter the number of minutes after

After __ Minutes which Cisco Unity will clear the count
of failed logon attempts to Cisco PCA,
unless the failed logon limit is already
reached and the account is locked. A
Cisco Unity administrator may unlock
any account at any time.

If IIS is configured so that the Cisco

Unity System Administrator uses the
Anonymous authentication method,
this setting also applies to subscribers
logging on to the Cisco Unity System
Administrator.

This option is unavailable when the

Lock Out Accounts box is unchecked.

Default: 30 minutes.

Integrating Cisco CallManager

The integration settings are specified during installation in the Cisco Unity Telephony
Integration Manager (UTIM), which configures Cisco Unity to work with the specified
phone system. Once the integration is set up, there should be no need to change
the integration settings, but they can be reviewed on the Integration page or
revised in UTIM.
 NOTE

If a Cisco Unity failover system is used, changes to the integration

settings must be made in UTIM on each server individually. Integration
settings are not replicated between the primary and secondary servers.

Table 3-6 details the settings available for Cisco CallManager integration. All the
fields are display only.

Table 3-6. Cisco CallManager Integration

Field Displays

Integration Name The name of the Cisco CallManager integration entered

in UTIM.

Manufacturer The phone system manufacturer selected in UTIM.

Model The phone system model selected in UTIM.

Software Version The phone system software version selected in UTIM.

Trunk Access Code The number that Cisco Unity dials to transfer a call from
one phone system to the other. This code was entered in
(for dual phone UTIM.
system integrations
only)

Cluster Name The name of the Cisco CallManager cluster entered in

UTIM.

Internet Protocol The IP address of the publisher (primary) Cisco

(IP) Address/Name CallManager server. This address was entered in UTIM.

IP Port The TCP port used by the Cisco CallManager servers.

This port was entered in UTIM. Typically this is set to
Port 2000.
Field Displays

Real-Time Protocol The first (or base) port number for RTP used by the
(RTP)/IP Port Base Cisco CallManager servers. This first port number was
entered in UTIM.

Reconnect Whether Cisco Unity automatically reconnects to the

publisher (primary) Cisco CallManager server after
failover has been corrected. The setting True indicates
that automatic reconnection is enabled. This value was
set in UTIM.

IP Addresses The IP addresses of the subscriber (secondary) Cisco

CallManager servers. These addresses were entered in
UTIM. The term 'subscriber' used here refers to the
Cisco CallManager secondary servers.

MWI On Extension The extension that Cisco CallManager uses to turn

message waiting indicators (MWIs) on. This extension
was entered in UTIM.

MWI Off Extension The extension that Cisco CallManager uses to turn MWIs
off. This extension was entered in UTIM.

Resynchronize At The time each day that Cisco Unity resynchronizes MWIs
for every subscriber account. This time was entered in
UTIM. Resynchronization occurs only when it is enabled
in UTIM.

Changing the Opening Greeting

The choice of whether to use the Automated Attendant or a live operator is one to
be made by individual companies or entities. If a live operator is not made available
for every incoming call, Cisco Unity can provide an unattended switchboard function
in its Automated Attendant feature. The opening greeting, found under the Call
Handlers page, is the one that all external callers hear. Once on the Call Handlers
page, the Opening Greeting is found via a search using the Search icon. In essence,
this is the operator. This greeting guides callers through the options available to
them when they attempt to contact individual subscribers. It should be thorough in
its options and concise in its wording.
The Opening Greeting is a call handler. The responsibility of this call handler is to
answer all calls forwarded to the Cisco Unity system when using Automated
Attendant. The settings that are necessary for the Automated Attendant feature to
work, mapping inbound trunk calls to be forwarded to Cisco Unity, are set at the
phone system. If you decide to use the opening greeting, you'll probably prefer to
rerecord the default Cisco Unity greeting because it is somewhat generic in its
offerings. Cisco Unity greetings and messages may be recorded in two ways:

Via multimedia device� The Media Master can use a multimedia-recording

device. It may be used from any desktop PC that has access to the Cisco Unity
System Administrator pages. Recording greetings is available when you see
the recording tool bar.

Via telephone� The Media Master has a drop-down menu that allows you to
choose which device to use. The Phone Record and Playback setting must be
set with an extension to call. The Cisco Unity system will dial that extension
and be ready to record or play back greetings when it is answered. When using
the telephone option, the Cisco Unity system uses the last port configured for
TRaP.

The following is a sample opening greeting that represents an Automated Attendant

message for a fictional corporation, XYZ Corp.:

"Thank you for calling the XYZ Corp. If you know your party's extension,
please dial it at any time. For a directory of extensions, press 555. Otherwise,
please press 0 or hold. An operator will be with you shortly."

The Opening Greeting may also involve more elaborate settings, such as one-key
routing. Options available using one-key dialing in this way are endless and make for
a more complete caller experience. From the caller's point of view, the fewer keys to
push the better the experience. For example:

"Press 1 for Sales, Press 2 for Service..."

Ideally, there should be an option for the caller to press 0 at any time to get to a
live operator. Of course, the presentation of the "zero-out" option is at the discretion
of the administrator(s).

Configuring the Directory Handler

The directory handler is a special predefined call handler with default settings. The
settings included for the directory handler include an optional extension, search
options, match list options, and caller input options.

The system directory setup provides the opportunity to specify how the system acts
when a caller searches for a particular subscriber. Each subscriber may be enabled to
add or delete themselves in the system directory through their system setup
options. The system directory can be accessed by outside callers and subscribers by
last name, first name, or extension. Additionally, the system provides the capability
to choose the course of action to take if a unique match (by either name or number)
is made, as well as whether or not extension numbers are spoken to callers. If the
menu format is selected, the system presents a conversation similar to the
following:

"To speak with Amanda, press 1; to speak with Emma, press 2; to speak with
Beth, press 3; …"

If extensions are configured to be announced, then each subscriber's extension

number will be included in the conversation.

In a multiple Cisco Unity server network environment, those servers that are
digitally networked can be configured to limit the search to a local Cisco Unity server
or you can configure a dialing domain, which links several Cisco Unity servers
together. It also makes it easier on the subscriber to address messages and for
outside callers to find and be transferred to subscribers across Cisco Unity servers.
The ability to do this depends on the ability of existing telephone systems to
network together.

Beginning with Cisco Unity version 4.x, it is possible to create multiple directory
handlers, which enables the Cisco Unity system to to present a subset of all
subscribers based on settings such as Class of Service, Public Distribution Lists,
Dialing Domain, and so on. They can be useful when you want to separate your
directory, such as when you are using centralized call processing models, or a hub-
and-spoke model.

Configuring the Operator Handler

The operator box is another important system configuration. An outside caller, in

most cases, should have a way to connect to the operator during a system greeting,
prompt, or message. Most users expect to be connected to an operator after
pressing 0. This call handler is associated with the system ID of 0 by default. If a
caller does nothing during the opening greeting, they also reach the operator. The
Operator Call handler is found on the Call Handlers page. It must be searched out
using the Search icon.

The operator may be an individual who uses a physical extension other than 0. To
accommodate that, the transfer options of the operator call handler must reflect the
extension of that individual. Also, keep in mind the need for an appropriate greeting
on the operator box for when the operator is not available.
Chapter Summary
In this chapter, you learned about the Cisco Unity System Administrator and some
of the configuration options available within the system. Specifically, you learned
how to do the following:

Plan and design the Cisco Unity installation using specific information that
must be provided ahead of the actual installation.

Use the Cisco Unity System Administrator to manipulate the Cisco Unity
server.

Use security to authenticate access to a network using Anonymous

authentication or Integrated Windows authentication.

Provide the necessary ports to support the needs of the network and
subscribers, and the licensing to provide additional features and functions to
those subscribers prior to installation.

Handle calls when they arrive at a business and receive an automated greeting.
This greeting can have a profound effect on the client relationship. If callers do
not consider their first contact with your company to be a positive experience,
then it is quite conceivable that it will be their only contact with your company.

Give callers options, such as pressing 0 to get to a live operator, and at the
same time, the ability to access a corporate directory to dial by name (first or
last), as well as direct dialing of an extension to expedite the handling of the
call through the system.

Design an efficient menu structure that you have tested so that callers have a
positive experience.

For additional information on the preceding topics, refer to these resources:

Cisco Unity CD Pack

Cisco Unity Installation Guide

Cisco Unity Administration Guide

Cisco Unity Design Guide

Networking in Cisco Unity Guide

Chapter Review Questions
Use this section to test yourself on how well your learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

1: List the three basic sections of the Cisco Unity System Administrator page.

List the two basic methods of authentication that are available for Cisco
2:
Unity subscribers.

3: Which of the two authentication types is more easily configured? Why?

How many system administrator accounts can be logged in to the Cisco

4:
Unity System Administrator tool concurrently?

List at least three options available on the Configuration Settings page and
5:
their functions.

On a date for which the Cisco Unity server has been configured as a holiday,
6:
which greeting will callers hear upon calling in?

Instead of using a hardware key for Cisco Unity licensing, what is used in
7:
Cisco Unity 4.x?

8: Which tool can be used to retrieve near real-time port statistics?

9: List two methods that can be used to alter greetings.

10: List two predefined call handlers.

Chapter 4. Unified Communications Subscribers
Upon completion of this chapter, you will be able to perform the following tasks:

Describe and change Cisco Unity global subscriber accounts, templates, and
settings

Set up Cisco Unity subscriber accounts, templates, and settings

Now that you have completed the general setup of the Cisco Unity system, it is time
to begin adding subscribers. A number of options are available not only to the
administrator but also to each subscriber who is added into the Cisco Unity system.
This chapter discusses the features and options that are available to both the
administrator and the subscriber.

The subscriber experience with Cisco Unity will be based largely on the manner in
which the system is configured by the administrator at this point. Much of the work
that has been accomplished in getting to this phase of the installation lays the
groundwork to support subscribers. Software add-ons, call routing, system
schedules, and all the other aspects of the system come down to this. The system
should be subscriber- and caller-friendly. These two facets of the overall experience
can have a profound effect on the usability of the system and, of course, on those
who must use the system.
Understanding Cisco Unity Global Subscriber Accounts,
Templates, and Settings
Global subscriber settings influence many aspects of Cisco Unity system behavior for
individual subscribers. Changes made in these areas affect many, if not all,
subscribers. There are a number of changes that can be made to an individual
subscriber's account; however, these changes affect only that one account. There are
areas of subscriber settings that affect a subset of subscribers or that may have a
global effect on all Cisco Unity subscribers. These settings include:

Account Policy

Class of Service (COS)

Public Distribution Lists

Subscriber Templates

Good planning and preparation can make your administrative task of adding
subscribers much easier. This section focuses on considerations you must keep in
mind when planning and preparing to add subscribers.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review of either topic, see
Chapter 3, "Setting Up Cisco Unified Communications," where you can find more
information.)

A working knowledge of the Cisco Unity System Administrator

A basic understanding of Cisco Unity setup and configuration

Setting Account Policy

The settings made on the Account Policy page determine telephone password
restrictions and how and when accounts become locked out. By default, the Number
setting is set to six invalid attempts within 30 minutes. A locked-out account is
reinstated after 60 minutes. There is also a setting to allow for "no account lockout."
Each of these settings influences the security of the system and affects only
telephone access to the subscriber's Cisco Unity account for the Cisco Unity system
over the telephone. The settings have no effect on account policy for other Microsoft
Windows or Exchange servers. When a setting is changed on the Account Policy
page, it takes effect immediately.
Additionally, you can alter the minimum required length of a password. This setting
takes effect for all accounts except those that are permitted a blank password. The
last setting, which governs telephone password history, determines whether
subscribers must generate a unique password each time they change it. You can also
simply set the number of unique passwords that the subscribers need to generate.

It is highly recommended, as a security measure, to require subscribers to set

passwords. These passwords should also expire on a regular basis, thereby forcing
subscribers to change their passwords occasionally. The first setting, Maximum
Password Age, is a setting that may not act in a global fashion. If a system
administrator changes the number of days until the passwords expire, this will
change for everyone on the system except those subscribers whose accounts are set
with a password that never expires. The change takes effect immediately and all
subscribers whose accounts do not match the setting are required to make the
change at the next login over the telephone. Be aware that compulsory periodic
password changes can cause some consternation among the subscriber population.
Thus, you may need to temper the need for tight security in consideration of the
subscribers' patience (or lack thereof).

Describing COS

COS is a subgrouping of users who share a collection of common system features

and privileges. This concept of COS is familiar to most telephony installers. Figure 4-
1 shows the COS page.

Figure 4-1. Cisco Unity COS Page

[View full size image]

A COS defines limits and permissions for using Cisco Unity. Using a COS, the
administrator can perform the following actions:

Control access to the Cisco Unity Administrator, and add functionality such as
text-to-speech e-mail or Live Reply.

Control the manner in which subscribers interact with the Cisco Unity system.
For instance, a COS can specify the maximum length of subscriber messages
and greetings. It can also determine whether subscribers have the choice to be
listed in directory assistance and can specify whether subscribers can send
messages to a public distribution list.

Specify the restriction table that is used to control the phone numbers that
subscribers can use for fax delivery, message notification, call transfer, and
other tasks.

A COS is specified in each subscriber template. When you create a subscriber

account, you can use a template to assign common settings. This template can
specify the COS assigned to the specific subscriber.

In telephony systems, COS can be used to provide, or deny, a group of subscribers a

set of features and privileges rather than doing this on an individual basis. By
grouping subscribers, the time needed to apply features and privileges is optimized.
COS gives an administrator an easy way to grant system access privileges and
control licensing. If there are subscribers who will perform a subset of system
administration tasks, it is possible to grant them access to only those portions of
the console for which they will be responsible. If some groups within an organization
need specific licensed features while others do not, it is easiest to control those
licenses through a COS.

Changes made to a COS affect all users in a group. The COS settings affects profiles,
subscribers, system access, transfer options, messages, greetings, licensing of
features, and restriction tables. The changes are immediate and require no
additional action to take effect.

NOTE

COS settings may not be altered by individual subscriber accounts.

However, a Cisco Unity System Administrator can reassign a user to a
differing COS at any time. If, at any time, there ceases to exist at least
one Windows domain account with membership in a COS that offers
access to the Cisco Unity administrator, the ability to administer Cisco
Unity may be lost entirely. In this instance, it will be necessary to reinstall
the Cisco Unity system software. Always take steps to ensure that at
least one account is associated with a subscriber account assigned to the
Default Administrator COS.

The settings made for a Cisco Unity COS help to determine the security of the
system and the features that are available to subscribers. Cisco Unity ships with two
default classes of service: administrator and subscriber. It is possible to add as many
classes of service as necessary. The classes can be based on workgroup membership,
job function, or any other desired classification. A new COS can be based upon an
existing definition or a new definition. It is often easier to base a new class on an
already-existing or similar definition, to minimize necessary changes. In the
subscriber template, the COS to be used must be specified. Subscriber COS
membership can be reassigned at any time.

Every subscriber will not necessarily need every feature. Because many of the add-on
features are licensed, it is useful to have the ability to modify the subscriber
experience based on the needs of the individual. In this type of scenario, licensing
can be controlled through COS. For example, an organization may grant access to
the Cisco Unity Inbox, a visual messaging interface, for those members of a COS
that have workstation access, while denying access to subscribers that use Cisco
Unity only over the telephone, thus preserving licenses for subscribers who require
the functionality.

Distribution Lists
It is possible to create lists, called distribution lists, that allow messages to be sent
to multiple subscribers simultaneously. Cisco Unity creates a few distribution lists by
default. These are known as public distribution lists.

The subscribers assigned to a public distribution list typically are subscribers who
need the same information on a regular basis, such as employees in a department or
members of a team.

Three public distribution lists are created by default:

All Subscribers� All subscribers are automatically added to this list upon
creation.

Unaddressed Messages� Subscribers assigned to this list receive messages

left in the Operator call handler mailbox. This is typically a repository for
messages received when the operator is not available. Any message that is
deemed undeliverable is also forwarded to this list (for example, when a
subscriber mailbox is full).

System Event Messages� Subscribers added to this list receive messages

from the Event Notification utility. This could include error messages, problem
notifications, or warnings about potential problems with the Cisco Unity server.

Initially, the Example Administrator account is the sole member of both the
Unaddressed Messages and System Event Messages distribution lists.

NOTE

Do not delete the Example Administrator account until additional

subscribers have been added to these two distribution lists.

You may alter the system-installed lists as you deem necessary. You can also create
new lists if the existing lists do not meet the needs of your system or subscriber
base, and you can import public distribution lists from Microsoft Exchange. You can
include both subscribers and nonsubscribers as members of an imported distribution
list. However, nonsubscribers will not be displayed in the Cisco Unity Administrator.

Any messages addressed to an imported list are forwarded to all members of the
list. This includes nonsubscriber list members unless nonuniversal groups are
imported from Microsoft Exchange 2000. With nonuniversal groups, not all of the
public distribution list members may receive messages as expected.

Creating Subscriber Templates

A subscriber template allows you to predefine certain parameters regarding
individual subscribers. This saves you time and tedious redundant input of
information as you add new subscribers to the system. By default, there are two
templates: the administrator and subscriber templates. Any changes made to the
subscriber template affect only those subscribers added after the change. Therefore,
individual subscriber changes must be made for each subscriber if they already
existed under the template. To remedy this potentially painstaking process, Cisco
has created the Bulk Edit Utility, a tool that performs mass alterations to subscriber
accounts. The Bulk Edit Utility is covered in more detail in Chapter 11, "Unified
Communications Backup and Utilities." Figure 4-2 shows the Subscriber Template
page.

Figure 4-2. Cisco Unity Subscriber Template Page

[View full size image]

As shown on the left side of Figure 4-2, the information that can be input in either
the Administrator or Subscriber Template page includes the following:

Profile

Account

Passwords
 Conversation

Call Transfer

Greetings

Caller Input

Messages

Distribution Lists

Messages Notification

A subscriber template defines the rules for subscriber accounts and the settings for
most users. Whereas account policy and COS settings take effect immediately and
apply to subscribers retroactively, changes made to a subscriber template apply only
to subscribers who are added after the changes are made. Multiple subscriber
templates can be used, as many as 64 of them, to customize each one for a different
group of subscribers. A recommended strategy for the use of subscriber templates is
to define the settings as they will apply to most subscribers in a group, before you
create the subscribers. This enables you to cover the needs of the masses more
effectively. After you have completed the generic templates, you can address
individual needs on an as-needed basis.

Many of the settings that are available for templates are also available for individual
subscribers. To make subscriber template changes, navigate to Subscribers >
Subscriber Template, indicate the desired template, and then specify the page to
modify. To change a setting for an individual subscriber, navigate to Subscribers >
Subscribers, find the individual subscriber, and then choose the appropriate page
to modify.

The following is a list of the pages that the Subscriber Template link contains:

Profile

Account

Passwords

Conversation

Call Transfer

Greetings
 Caller Input

Messages

Distribution Lists

Message Notification

Next, each of these pages is explained.

Understanding the Profile Page

The first page called Profile defines the settings on how Cisco Unity identifies a
subscriber. Settings such as Name, COS, Active Schedule, Time Zones, Switch (for
dual phone system integrations only), Display Name Generation, Set Subscriber for
Self-Enrollment at Next Login, List in Phone Directory, and Exchange Alias
Generation are stored here. Although some of these settings are defined in the
subscriber template for subscribers that are created, most are defined in the Cisco
Unity account for each individual subscriber that has been defined on the system.

Two particularly crucial settings are selected on the Profile page: the COS and
Schedule that subscribers will use. It is possible to specify how display names are
generated, and whether subscribers are selected for self-enrollment.

Also available is the specification of phone directory listing, as well as the option to
Show Subscriber in E-mail Server Address Book. In addition, on the profile page is
the pattern used to create aliases for new Exchange and Active Directory (AD) users.
It is possible to customize the naming conventions; however, any account names
created in Cisco Unity need to be edited to match the custom pattern. To
"customize" the naming conventions, the users must be added to the Exchange/AD
member list with the desired naming convention, then imported into Cisco Unity.
This method makes for a rather cumbersome process to add users. A final option
here would be to choose None and use no particular pattern. This is not
recommended, but it is an option.

In any event, the naming convention should match the existing Windows accounts
and Exchange mailboxes, if any. The Import utility searches for the Exchange
mailbox that matches the alias when parsing a comma-separated value (.csv) file.
The matching Exchange mailbox will be associated with the subscriber account.

When you are creating accounts for users who have neither a Windows account nor
an Exchange mailbox, the ALIAS column is optional in the .csv file to be imported.
If an alias is not specified in the .csv file, the Exchange alias is derived from this field
in the subscriber template, using a combination of first and last name.

Alternatively, you can add users through the Exchange administration or AD console,
and then import them as Cisco Unity subscribers. Adding users is not yet possible in
Cisco Unity for Lotus Domino implementations, though, because all subscribers
must be created in Lotus Domino and imported into Cisco Unity.

Setting Account Settings

The Account page is used to set an account as "locked" when it is initially created
using a particular template. This page also includes options to associate billing ID
information with the subscriber account.

Creating Passwords

The Passwords page enables you to specify a phone password policy and the default
phone passwords for new subscribers. You also specify on this page the password
change requirements to be used by subscribers. The change takes effect on the
subscriber's next login. It is possible to create a default password to be changed at
the first login. If a new AD account is created, the same default password can be
used.

Setting Conversation Options

On the Conversation page, most of the settings are straightforward. The

Conversation type choices, Full Menus or Brief Menus, may not be obvious at first.
Full Menus is the setting to choose for users who do not have a great deal of
experience with voice mail. Brief Menus is a more appropriate choice for "power"
users who possess a clear understanding of the messaging system's capabilities and
wish to operate in a more streamlined fashion.

Also included are settings for volume of played messages, language used for
prompts, time forwarding, and a 12- to 24-hour clock or system default. Under the
Conversation Style, you can specify the action to be taken when exiting a
conversation. The template choices here can be configured to specify, once a
subscriber has logged on, which conversations should be played and what
information should be provided regarding messages (such as number of fax
messages, voice messages, saved messages, new messages, and so on). Also
specified here is the manner in which saved messages are sorted (by time sent or by
source phone number).

Setting Call Transfer Options

The Call Transfer page presents call-handling settings, including whether calls are
transferred to the subscriber's extension (most are) and which of the following two
transfer types to use:

Release transfer� Use this transfer type (also called blind transfer) in
situations where the telephone switch (PBX) provides call forwarding. This
 allows Cisco Unity to process calls more quickly.

Supervise transfer� Use this transfer type at times when Cisco Unity should
act as a receptionist, keeping control of the call (and keeping a port used until
the call is extended), and waiting the specified number of rings before
answering the call. The number of rings is configurable and should be set to a
realistic number, such as three rings, to provide adequate answer opportunity
to the subscriber. Another recommendation is to set the number of rings to
two less than the number the telephone switch will use to forward the call in a
ring-no-answer (RNA) condition.

You should use supervise transfer when you want to implement options such
as call screening and call holding. Supervise transfer allows Cisco Unity to
maintain control over the call so that it can implement these features.

In the event of a supervised transfer, the Gather Caller Information section of the
page contains settings that can help individual subscribers manage incoming calls.
Many of the options are self-evident, though a few, such as If the Call Is Busy,
Always Hold and Announce, require some explanation.

The setting If the Call Is Busy allows the subscriber to specify options such as
Always Hold. If enabled, the caller is placed on hold until the subscriber can pick up
the call. You can also use the No Holding option. When selected, the caller is
prompted to leave a message for the subscriber. Neither of these options is available
when using release transfer, because the Cisco Unity system does not retain control
of the call in that specific instance.

The Announce setting causes the voice mail to sound a tone, letting the subscriber
know when an incoming call has been transferred to their telephone. If the box
beside Ask Caller's Name is checked, the Cisco Unity system asks an outside caller
"Who may I say is calling?" and records their answer for playback to the subscriber.
This allows the subscriber to screen incoming calls by accepting or refusing the call.
If the call is refused, the caller is asked to leave a message for the subscriber.

Setting Greetings

Cisco Unity offers the possibility of using five different greetings, depending on the
date, time of day, various system settings, and the capabilities of the telephone
switch. The greetings used most often include the standard (used during normal
business hours), closed (used during all hours not defined as open for business), and
alternate (used when out of the office for an extended period) greetings. Whether or
not the internal or busy greetings are used depends on the capabilities of the
telephone system. Administrators, as subscribers, have the option of using the
system greeting supplied by Cisco or recording their own greeting.

Most subscribers on a system have the standard greeting enabled by default. If all
users of the Cisco Unity system have the same greeting for a particular
circumstance, such as while the business is closed, it would be appropriate to choose
that greeting and record it on a Subscriber Template page. Otherwise, individual
subscribers should record greetings as a part of self-enrollment (if enabled).

You must enable each greeting that is going to be used on the system and choose a
source. If subscribers will be recording their own greetings, click the Recording radio
button on the Greetings page. If you want to allow caller input during any greeting,
check the appropriate box on the page.

Finally, set the After Greeting action. In most cases, the Take Message option is
used, because that is the main function of a voice-messaging system. You also have
the Send Caller To option, which provides additional options for managing the call.

Configuring Caller Input

There may be cases in which all users of the system have some keys enabled for
caller input. In these situations, it is best to configure a subscriber template to
define and allow the key presses. For example, consider that an option is configured
to allow all callers to skip the subscriber's greeting and proceed directly to recording
their message by pressing the 1 key during the greeting. On the Caller Input page,
simply select the 1 key, check the Lock This Key to the Action box, and select the
Skip Greeting radio button. This, along with any other system-wide caller input
options, is implemented here.

Setting Messages

On the Messages page, you can set the Maximum amount of time for voice message
left by outside callers, as well as what options are available to them after leaving a
message. In most cases, once an outside caller has left a message, they are ready to
exit the system; choosing the Say Goodbye radio button is the appropriate choice in
those circumstances. In addition, you can choose whether callers are offered the
option of marking their messages as Urgent, what language your callers hear by
default (or more than one language if properly licensed), and whether to use
message waiting indicators (MWIs) for message notification. In almost every case,
you will use MWIs, unless otherwise deemed necessary by the needs or demands of
subscribers.

Creating Distribution Lists

If you need to add a group of subscribers to public distribution lists, it is easiest to

do it in a subscriber template for that group. If you need to create distribution lists,
you can do so on the Subscribers > Public Distribution Lists page before you
attempt to add that list. All Cisco Unity Subscribers is a group that every subscriber
on the system is a member of by default. It is not possible to remove a subscriber
from this list, short of deleting the subscriber.

Setting Message Notification Options

If there is a need, you can use the Message Notification pages of a subscriber
template to arrange for standardized notification and delivery of messages to any
group of subscribers that shares the template. In most cases, message notification
and delivery are different for every subscriber, so it is more likely that you will be
making those changes on an individual basis.

Understanding COS Settings and Subscriber Interactions

It is important to understand the relationship that exists between account policy,

COS, and subscriber templates. These three groups of settings all interact to provide
a complete package of information that you use when adding subscribers. Though
account policy applies to all subscribers on the system without regard to the COS or
subscriber template used, it has an effect on all subscribers and must be taken into
account. One of the first choices that you make in a subscriber template is the COS
to which subscribers will belong. For this reason, all of your COS settings should be
in place before you define any subscriber templates. The account policy and COS
settings combine to provide system security and subscribers' level of access to the
system and its features. Subscriber templates control the way subscribers interact
with the system on a daily basis. Once you have set up all your COS settings, you
can define the settings that will apply to groups of subscribers in the subscriber
templates. At this point, you can begin adding subscribers.
Understanding Cisco Unity Individual Subscriber Accounts,
Templates, and Settings
Subscribers are the main reason voice-messaging systems exist. A large part of an
administrator's job, once the initial system setup is complete, involves moves, adds,
and changes to subscriber accounts. Knowing what kinds of accounts are available
and how to set them up efficiently can make your life as an administrator much
easier. Thus, augmenting individual subscriber accounts is discussed in the next
section of this chapter.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

A navigational understanding of the Cisco Unity System Administrator (see

Chapter 3, "Setting Up Cisco Unified Communications")

Cisco Unity standard features (see Chapter 1, "Cisco Unified Communications

System Fundamentals")

Setting Subscriber Accounts Versus Subscriber Templates

A subscriber template is used as a "model" to specify the default settings of a new

subscriber. You can think of it as a one-time filter that the subscriber's information
passes through during the creation process. When adding or importing a new
subscriber, you must choose a template to provide subscriber setting information.
As you are adding the new subscriber, you supply information that is specific to that
subscriber, the extension, and the first and last name. After the subscriber is added,
you have other information that is available on an individual basis: private
distribution lists, message notification, and alternate extensions. Once the
subscriber is added to the Cisco Unity system, you can change any of the individual
settings for that subscriber.

Once a subscriber has been added using a particular template, any changes you
make to the account must be made on the individual subscriber's page. Changes
made on the subscriber template apply only to subscribers added after the template
is changed. This is the primary reason for verifying the proper template
configuration during the initial system setup.

In addition to the settings included on the subscriber template (and on each

individual subscriber's settings, once created), you can use the following settings:

Private Lists� In Cisco Unity 4.0(2) or later, there is no defined limit on list
membership. In previous versions of Cisco Unity, subscribers or administrators
were limited to the creation of up to 20 private lists with 25 members each.
 Alternate Extensions� Each subscriber can have up to nine alternate
extensions available.

Message Notification� Up to 12 devices can be set up to receive notification

of a message.

There are some settings that are available on individual subscriber pages that are
not shown on any Subscriber Template page. Private lists and alternate extensions
are features that are available to subscribers on an individual basis and make sense
only in that context.

Using Private Lists

Private lists are available for each subscriber on a Cisco Unity system. The subscriber
that owns these lists manages them either over the telephone or by using Cisco
Unity Assistant. Cisco Unity Assistant (formerly known as Active Assistant) is a web
page that allows subscribers to customize personal settings. This includes recorded
greetings and message delivery options. The subscriber is the only person that may
send messages to their private lists. When addressing a message to the list, the
subscriber must use the group number, not the group name. Private lists
significantly differ from Exchange personal distribution lists because information is
stored in different locations. Exchange personal distribution lists are stored in the
Microsoft Outlook client; Cisco Unity's private lists are stored on the Cisco Unity
server with the subscriber's other settings. There is no reference to the private lists
in Exchange. For this reason, a subscriber can address messages to their private lists
only by using the telephone user interface (TUI).

NOTE

It is also possible to use the ViewMail for Outlook (VMO) or Domino

Unified Communications Service (DUCS) clients to create a Unified
Messaging (UM) message and use a list of names or distribution lists in
the TO: field.

Using Alternate Extensions

Each subscriber can have up to nine different alternate extensions. This feature has
two different purposes: It can provide easy message access for the subscriber. When
you enter the subscriber's cell phone number in the Alternate Extension field, Cisco
Unity recognizes the incoming digits of the subscriber's cell phone number and asks
for the subscriber's password as if the person were using their desk extension. This
happens as long as the PBX passes the Caller ID digits along to Cisco Unity.
The Alternate Extension field can also be used in an environment in which multiple
Cisco Unity servers and multiple telephone switches are networked together. Cisco
Unity servers are differentiated by the location data in the Cisco Unity System
Administrator. If an alternate extension is added for subscribers that exactly mirrors
the number other subscribers would dial when telephoning another subscriber
directly through the networked telephone switches, then they are able to message
each other through the telephone using that same number. A Cisco Unity system
administrator can add alternate extensions for the subscriber.

Using Message Notifications

Cisco Unity has the capability to place a telephone call to any subscriber and notify
that subscriber of new messages.

Subscribers can be notified of new messages via:

Telephone

Pager

E-mail

Notifications can be set up by the following individuals:

System administrator

Individual subscriber by using the Cisco Unity Assistant

Individual subscriber by using the TUI (four devices only, including home
phone, work phone, spare phone, and pager)

Numerous different device names correlate to a type of call or a separate type of

notification. A call to a "spare" phone would have a specific conversation indicating
the presence of messages. A call to a "pager" would consist purely of sending touch-
tones and pauses. A call to a "text pager" literally means sending an SMTP-type
message. The Cisco Unity system administrator or the subscriber using Cisco Unity
Assistant enters a string of text and an SMTP address in the appropriate field, and
then Cisco Unity notifies subscribers of new messages by sending the text to the
SMTP address.

Each device has settings for the time of day and day of week to notify you, as well
as entries to specify for which type of messages to use the device. As an example,
Cisco Unity could send a text message for regular voice messages that notifies the
subscriber every 60 minutes. If an "urgent" message is left by a caller, Cisco Unity
can send an Urgent text message notification every 5 minutes. As soon as the
messages are collected, Cisco Unity stops notification, because Cisco Unity notifies
only when new (unread) messages exist.
Via the TUI, and depending on the phone system's capabilities, a subscriber can set
up only four devices: home phone, work phone, spare phone, and pager. The first
three are labels only; the phone could be any one that Cisco Unity is capable of
dialing while adhering to its Call Restriction tables.

Creating Default Cisco Unity Accounts

Cisco Unity automatically creates some default accounts:

Installer account

Example Administrator account

- Default owner of new call handlers

- Default message recipient of new call handlers

Example Subscriber account (versions prior to Cisco Unity 4.0(3))

As part of the installation process, Cisco Unity for Exchange or Domino creates
default subscriber accounts. Two of the accounts are the Example Administrator and
the Example Subscriber. The main difference between the Example Administrator
and the Example Subscriber accounts is the COS. The Example Subscriber account
does nothing more than give an example of what a basic subscriber account looks
like. The Example Subscriber account takes up a user license, but it can be deleted
to recover the user license. The Example Administrator account is the "owner" and
"message recipient" of all default call handlers. The Example Administrator account
cannot be deleted via the Cisco Unity System Administrator tool. In a situation in
which you need to recover a single user license or you encounter a security issue
about the account, you can delete the Example Administrator account. However, you
should first carefully consider and research the issue before you make a decision to
delete the Example Administrator account. The deletion of the account can have a
significant effect on the Cisco Unity system.

Another account that is created during the installation process is called the Unity
"server name" messaging account. This is a hidden account and does not take a user
license. This is the account that Cisco Unity uses to send messages from outside
callers to a subscriber's inbox.

There is also a hidden Microsoft Structured Query Language (SQL) account that is
secretly associated to the current logon account during installation. The SQL
account is called the Installer account and has the administrator COS. This gives
your Microsoft Windows 2000/Exchange 2000 installer account the ability to log on
to the Cisco Unity System Administrator and modify system and user settings. An
analogous account is created for Cisco Unity for Domino.

Adding Cisco Unity Subscribers

The means by which the subscriber is defined will have an effect on their individual
user experience. Each type of user is defined with variable traits and attributes.

Figure 4-3 provides a flowchart reference that is useful in deciding what type of
subscriber to define for a particular situation.

Figure 4-3. Choosing the Type of Subscriber Account

[View full size image]

This flowchart can assist you in making the decision of what type(s) of subscribers to
add to the system. In many cases, new user types will be defined and added as
necessary. In every case, the target message server on which the subscriber holds an
account dictates the type of subscriber to be created.

When you add new users to the Cisco Unity system, you have the choice of adding
the following types of Cisco Unity subscribers:

New subscriber� If you are adding a new subscriber, Cisco Unity creates a
mail-enabled user account in Windows 2000 Active Directory.

Import Exchange user� If you are importing an existing Exchange user, the
system modifies the voice attributes of an existing user in AD.

Import Lotus Domino user� Importing from the Lotus Domino system is
the only method available for adding users from Lotus Domino. The system
creates individual subscribers as with other imports. Any new Lotus Domino
users have to be added to the Lotus Domino system, then imported to gain a
Cisco Unity subscriber account.
The following list of subscriber types lists network subscribers. They have a spelled
and recorded name and show up in the Exchange global address list (GAL) but
cannot log on to Cisco Unity to retrieve messages, record greetings, or do several
other normal functions that a full subscriber can do. Using these network subscribers
is a method of making a remote person look like a subscriber. Messages to network
subscribers are not actually stored on the local Exchange system, but instead are
sent to the remote recipient's message store. The method that is used to send the
message is based on the type of subscriber that is created and the licensing
purchased.

Internet subscriber� The messages that are sent to an Internet subscriber

are e-mails with an attached .wav file sent to an SMTP address. Internet
subscribers are a special type of Cisco Unity voice-mail user used specifically
for networking and SMTP mail delivery. When you are adding a new subscriber
in the Cisco Unity Administrator, a radio button option allows you to create an
Internet subscriber and specify an SMTP address for that user. This is similar to
Custom Recipient(s) (Contact(s) in Windows 2000/Exchange 2000); the
Internet subscriber is actually a mailbox that has no local message store.

When you are creating an Internet subscriber, setup options relating to the
local message store are not available. These options include phone password,
private lists, conversation, and message notification. In other words, the
mailbox acts as a pointer to the SMTP address that is specified when creating
the Internet subscriber account. Both outside and internal callers benefit from
the ability to address messages to the subscriber over the telephone in most
cases, and internal users also have an option to address to them using the
GAL. The Internet subscriber has a recorded voice name and greeting just like
any other Cisco Unity subscriber. The main difference between a regular Cisco
Unity subscriber and an Internet subscriber is that when mail is left for an
Internet subscriber, the mail is delivered out the SMTP gateway (Internet Mail
Service [IMS] for Exchange 5.5) to its Internet destination as specified within
their account. The end location could be any other mail server or even another
voice-mail system therefore, from the sender's perspective, offsite Internet
subscribers with whom the sender is interacting appear as if they are actually
onsite, such as field technicians or outside sales personnel.

Additionally, Internet subscribers can be used to link offices, without the need
to set up messaging connectors and directory replication connectors between
sites. However, the administrator must manually and individually set up
Internet subscribers for each destination location. This requirement may be
unacceptable if a large number of users exist in remote offices. For
organizations with many users in various locations, using Blind Addressing is
typically a better choice than using Internet subscribers.

AMIS subscriber� The messages sent to an Audio Messaging Interchange

Specification (AMIS) subscriber are delivered to another voice-mail system by
using an analog telephone call. Cisco Unity Version 4.0 enables users to
interface with third-party voice-mail systems by using the AMIS-analog
protocol (AMIS-a). AMIS subscribers are much like Internet subscribers, with
one important difference: whereas an Internet subscriber's off-box storage is
generally another e-mail system, an AMIS subscriber's off-box storage is going
to be a different voice-mail system. It would be set up as Custom Recipients in
Exchange 5.5 or Contact(s) in AD.

As with Internet subscribers, any options that relate to the local message store
are unavailable. This means that AMIS subscribers cannot log on to Cisco Unity
to check or send messages, log on to Cisco Unity via the telephone, or use
Cisco Unity Assistant to change personal settings, own private lists, set up or
receive message notification, or receive MWIs via Cisco Unity. Messages sent to
AMIS subscribers are transferred to the target voice-mail system through
telephone calls placed from one server to another server and messages played
over the analog phone lines.

VPIM subscriber� Cisco Unity Version 4.0 enables users to interface with
third-party voice-mail systems using Voice Profile for Internet Messaging
(VPIM). The messages sent to the VPIM subscriber are sent as an SMTP e-mail
with an attached .wav file to a VPIM-compliant voice-mail system via the
Internet. As with AMIS, a VPIM subscriber's off-box storage is going to be a
different voice-mail system. They would be set up as Contact(s) in AD. A 5-
minute message sent via SMTP takes no more than 1 minute to transmit,
whereas the same message sent via AMIS takes more than 5 minutes to
transmit. The main difference is that the messages are transmitted via SMTP
rather than as an analog message over the Public Switched Telephone Network
(PSTN).

As with Internet subscribers, any options that relate to the local message store
are unavailable. This means that VPIM subscribers cannot log on to Cisco Unity
to check or send messages, log on to Cisco Unity via the telephone, use Cisco
Unity Assistant to change personal settings, own private lists, set up or receive
message notification, or receive MWIs via Cisco Unity.

Bridge subscriber� The messages sent to a Bridge subscriber leave Cisco

Unity as a VPIM message to the Bridge server. Cisco Unity Version 4.0 enables
users to interface with Octel voice-mail systems using the Cisco Unity Bridge as
a networking gateway to an analog Octel network. Bridge subscribers are much
like Internet and AMIS subscribers with one important difference: whereas an
Internet subscriber's off-box storage is generally another e-mail system and a
VPIM or an AMIS subscriber's off-box storage is going to be a different voice-
mail system, Bridge subscribers' messages reside on an Octel voice-mail
system. They would be set up as Custom Recipients in Exchange 5.5 or
Contact(s) in AD.

AMIS, VPIM, Internet, and Bridge subscribers share all other features with
regular Cisco Unity subscribers. You can give them an off-campus telephone
number, and calls will be transferred there. Outside callers may look up
Internet, Bridge, VPIM, or AMIS subscribers in the directory (unless you have
restricted this access) and leave them voice mail. They can be members of
distribution lists. The main purpose of these recipients is to receive messages
in a transparent manner.
Adding Subscribers

Once you have set the account policy, created your COS, set up your distribution
lists, created your subscriber templates, and decided what types of subscribers to
add, all you need to do is create a list of employees and their telephone extension
numbers. To create this information, log on to the Cisco Unity System
Administrator, click the Subscriber link, click the Add button, and enter the data.
Figure 4-4 shows the Subscribers setup page.

Figure 4-4. Cisco Unity Subscribers Setup Page

[View full size image]

It is also possible to import subscribers in a bulk process from Exchange, Domino,

or a properly formatted .csv file. There may be circumstances in which you need to
upgrade from Cisco Unity for Exchange to Cisco Unity for Domino. Customers in a
Domino environment may have purchased Cisco Unity in a Cisco Unity
VoiceMail�only configuration while awaiting the Cisco Unity Domino release. Cisco
Unity VoiceMail�only configuration is supported only in the Exchange environment.
Note that the upgrade procedure to Cisco Unity 4.0 for Domino from Cisco Unity
3.xx Exchange is supported and documented on the Cisco TAC website. However, be
aware that the upgrade essentially amounts to a reinstallation.
Currently, no way exists to carry over the database from Cisco Unity for Exchange to
Cisco Unity for Domino or vice versa because they have two completely different
messaging systems. To save the subscriber database, you must export it from
Exchange, modify it to a form that is acceptable to Domino, import it into Domino,
and then import the subscribers from the Domino server into Cisco Unity 4.0. The
information that is exportable includes the subscribers' names and extensions, but
not the spoken name recordings, greetings, and so on. Subscribers' messages are
not carried over to the new system. Cisco does not offer a utility to accomplish this.

Other Cisco Unity database information such as call handlers, call routing tables, and
restriction tables are also not carried over.

If you are creating subscribers individually and they do not have an existing
Exchange account, Cisco Unity will create a mail-enabled Windows 2000 Active
Directory account for them. It is not possible to add users directly in Cisco Unity for
Domino due to restrictions on writing to the Domino database. You must first add
them as users in Domino and then import them into Cisco Unity.

Deleting Subscribers

If you are deleting subscribers from Cisco Unity by using the System Administration
tool, the tool will remove the Cisco Unity subscriber's information from the SQL
database on the Cisco Unity server. It will not remove the mail accounts in Domino
or Exchange; it will remove only the Cisco Unity�specific data from those accounts.
The System Administration tool will not delete the account. To completely remove
the account from the Domino Names.NSF file or the Windows 2000 Active Directory
list, the appropriate administration tool must be used for that software. To delete a
Cisco Unity subscriber, select the subscriber's account, click the red Delete button,
and confirm the action. This does not delete the AD or Domino account; it only
removes the Cisco Unity data from the account.
Chapter Summary
In this chapter, you learned how to do the following:

Set Cisco Unity account policies.

Describe a COS.

Define a distribution list for Cisco Unity.

Use subscriber templates.

Define subscriber accounts versus subscriber templates.

Add and delete Cisco Unity subscribers.

For additional information on the preceding topics, refer to these resources, found
at Cisco.com by performing a search of the text:

The Cisco Unity Administration Guide

The Subscriber Template Settings�Cisco Unity

The Cisco Unity Installation Guide

Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

If Account Lockout is enabled, how many logon failures are required, by

1:
default, to lock a subscriber account?

2: When does a change made in the Account Policy page take effect?

A group of subscribers defined in the Cisco Unity system as sharing a

3:
common collection of system features and privileges is known as what?

Where do you specify a COS to place it into production to govern

4:
subscribers?

Cisco Unity provides three default distribution lists to provide the ability to
5: send messages to multiple users simultaneously. List each of these three
distribution lists and its purpose.

6: What information can be specified by a subscriber template?

Subscriber templates provide a powerful tool for setting user options. What
7:
should be configured prior to the creation of any subscriber templates?

A Cisco Unity subscriber can create private distribution lists. How many lists
8: may be created by subscribers and administrators in Cisco Unity 4.0(2) or
later? Where are they created?

Cisco Unity has the capability to place a call to any subscriber to notify
9: them of new messages. What means of notification are available to
subscribers when new messages arrive?

10: List the Cisco Unity accounts created by the Cisco Unity installation process.
Chapter 5. Cisco Unified Communications System
Customization
Upon completion of this chapter, you will be able to perform the following tasks:

Use Cisco Unity call handlers to manage sets of instructions for treating and
forwarding calls from the Cisco Unity server, including predefined, special, and
user-defined call handlers

Set and plan call handler settings, and understand call routing rules

In this chapter, the topic of discussion centers on the use of call handlers in Cisco
Unity, because they represent the basic building blocks of any Cisco Unity system.
Understanding Cisco Unity Call Handlers
Call handlers do exactly what their name implies, they handle calls. Calls that are
not answered are forwarded to Cisco Unity, which in turn answers calls, greets callers
with recorded prompts, provides callers with information and options, routes calls,
and takes messages. Your plan for call handlers may fall anywhere within a wide
range of options, from a simplistic plan that uses only the predefined Cisco Unity
call handlers, to a complex plan that uses an unlimited number of new call handlers.
Call handlers can be used in numerous ways, including as an Automated Attendant
(autoattendant), as a message recipient, for prerecorded audio, or to transfer calls.

The call handler defines a set of call-processing instructions so that the system
knows what to do when a call reaches a particular system ID. All the entities defined
in a Cisco Unity system are call handlers, whether they are subscribers, the operator,
the opening greeting, or some other user-defined box. Some of them may be
considered special cases, or look different than a standard call handler, but they are
call handlers.

There is no hard limit to the number of call handlers that a Cisco Unity system can
define. The handlers allow administrators to provide a wide range of services beyond
those included with standard voice mail, including (but certainly not limited to)
audiotext applications of any size, emergency notification services, job lines, and call
routing. Call handlers have a wide range of capabilities.

Virtually every entity in a Cisco Unity system has an ID. Whether discussing
subscribers, extensions, mailboxes, or other objects within the Cisco Unity system, a
unique ID exists that identifies each entity to the Cisco Unity system. A call handler
does not require that a physical extension be associated with it. It can be
distinguished simply by the given name. Additionally, the call handler can be
selected by the system based on administrator-defined criteria, such as time of day
or holiday schedules.

When Cisco Unity is set up with its default settings, it can use many of the standard
features and it is highly customizable. You need to know what call handlers are and
how to use them, and learn the procedures for creating call handler applications
efficiently. This will enable you to customize a Cisco Unity system to the degree
required to meet your business messaging needs.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge (see Chapter 1, "Cisco Unified Communications
System Fundamentals," for more information on either topic):

Cisco Unity call flow

Cisco Unity features

Defining Default Call Handlers

Cisco Unity defines three separate default call handlers, including Operator Greeting,
Opening Greeting, and Goodbye Greeting. Figure 5-1 shows the Call Handler page
for the Opening Greeting.

Figure 5-1. Cisco Unity Call Handler, Opening Greeting Page

[View full size image]

Table 5-1 defines and explains the default call handlers.

Table 5-1. Default Call Handlers

Call Handler Function

Call Handler Function

Operator The Operator box is a special call handler that is used

Greeting exclusively for calls that go to the operator. The system ID
of this box is usually 0. The extension that rings when 0 is
pressed is dependent on the information you enter in the
Call Transfer page. It can be any valid extension or phone
number on your telephone system. It is also capable of
simply taking a message rather than transferring the call.
By default, the incoming call is sent directly to this
handler's greeting.

In terms of the greeting the standard and closed greetings

are enabled by default. The standard greeting cannot be
disabled, but the closed greeting can. It is possible,
however, to enable and customize an Alternate, Busy, and
Internal greeting for this handler, as well as the others.
Call Handler Function

Opening The Opening Greeting is a default call handler box that is

Greeting used exclusively for automated attendant. The default
greeting for this call handler is furnished by Cisco, so you
probably should rerecord the opening greeting to
customize your Cisco Unity system. Anyone, typically a
nonsubscriber, could hear this greeting upon dialing into
the Cisco Unity system directly. This could be an outside
caller or an extension that has not been defined on the
Cisco Unity system. That is, the Cisco Unity system does
not recognize the number as that of a subscriber.

The same Call Transfer options are available here as are

available to the operator handler; however, it does not
have an extension associated with it. By default, the only
greetings enabled are the standard and closed greetings.
The standard greeting cannot be disabled here, but the
closed greeting can be.

In terms of call input, when they are using this handler,

the only keys (by default) that are configured include:

4� Send Caller to Directory Handler

*� Send Caller to Sign-In

0� Send Caller to Attempt Transfer to Operator, which

sends them to the Operator call handler

#� Send Caller to Attempt Transfer to Operator

All other keys are set to Ignore Key, meaning that if the
caller presses 1, Cisco Unity will not take any action while
the caller is in this handler.

The following keys are also set to Locked, *, 0, and #.

This means that Cisco Unity ignores additional input after
callers press any of these keys. This option is configurable
for any of the keys.

By default, the active schedule for this greeting is set to

Weekdays.
Call Handler Function

Goodbye This call handler is used at the end of a call cycle within
Greeting the Cisco Unity system. The goodbye call handler can be
configured with the same options as any other handler. A
goodbye call handler is designed to be used with an
audiotext application or to stop callers from being part of
voice-mail jail. It also ends a call gracefully instead of just
hanging up. By default, no extension is set.

While the system plays the goodbye message, a caller can

actually, by default, dial a subscriber's extension, or press
*, 0, or # for the same functionality as the previous
sections.

By default, this greeting is set to All Hours�All Days.

Customizing Default Call Handlers

The Operator call handler is an important component. Callers have the expectation
that they will be connected to an operator after they press 0. This call handler is
associated with the system ID of 0 by default. If a caller does nothing during the
opening greeting, they will also reach the operator. The operator may be an
individual who uses a physical extension other than 0. That extension can simply be
associated with the call handler. Keep in mind that a voice mailbox should be
appropriated to the operator in case of missed calls.

The Opening Greeting call handler is installed with a default opening greeting. This
default opening greeting should be altered and customized for individual needs. This
will be the opening greeting that all callers hear, including outside callers and those
who are not defined in the Cisco Unity system. It should direct them to the options
that may be necessary to satisfy the purpose of their call, such as options to go to a
directory of extensions (directory call handler), dial a desired extension, stay on the
line, or press 0 for the operator. Other options, of course, are possible as deemed
necessary in the configuration of one-key dialing.

The Goodbye Greeting call handler is used to play a short goodbye message and
then hang up if it does not detect caller input. By default, the Goodbye call handler
enables a caller to dial the applicable extension to reach the sign-in conversation, or
the Operator call handler. If the After Greeting action is altered from the default of
Hang Up to Take Message, the messages left in the Goodbye call handler will be sent
to the Example Administrator account mailbox.

Using Special Call Handlers

Two special call handlers are typically used in Cisco Unity. These are the Directory call
handler and the Interview call handler.

Using the Directory Call Handler

The default directory handler is used to search for subscribers in the Cisco Unity
system. This call handler allows callers to search for subscribers by last name or
extension. You can choose to let callers who know the name of the person they want
to reach, but not their extension, search for the person's extension by pressing
touch-tone keys whose letters correspond to as many of the letters of the
subscriber's name as they wish to use. This allows callers to route themselves to
extensions without burdening the operator or receptionist. It is possible to set this
up to correspond to either first or last names.

The Cisco Unity directory status of each subscriber is determined systemwide but
can be modified on an individual basis. When the directory handler is used (by a
caller, for a subscriber search based on extension), the system searches the
subscriber directory for matches as each digit is dialed. Once a unique or near match
is found for a caller-dialed extension (and the directory handler is set to "request
caller input first"), the system begins announcing the matched name(s). Be default,
it uses a menu format, which announces the extension with each name. However,
you can configure this to simply announce the extension alone, thus omitting the
subscriber name. Caller input is slightly different here than for a standard call
handler; you have four options to set here:

Timeout If No Input (in seconds: default is 5 seconds)� The number of

seconds that Cisco Unity waits for caller input when the caller does not press
any key. If the caller does not press any key within this set time frame, Cisco
Unity asks for confirmation that the caller is still there. If there is no response,
Cisco Unity performs the action selected in the If Caller Exits, Send To field.

Timeout After Last Input (in seconds: default is 4 seconds)� The

number of seconds Cisco Unity waits after caller input before it performs the
action indicated by the input.

Times to Repeat Name Entry Prompt (default is 1 try)� The number of

times Cisco Unity will reprompt the caller for input. When the caller does not
press any key after being prompted, Cisco Unity asks for confirmation that the
caller is still there. If there is no response, then Cisco Unity performs the
action selected in the If Caller Exits, Send To field.

If Caller Exits, Send To (default is opening greeting handler)� Can be

selected from defined call handler on the system.

A new feature in Cisco Unity 4.0 is the capability to configure multiple directory
handlers. This capability is most useful in systems with subscribers numbering in the
hundreds or thousands. It is also quite useful in centralized call-processing
environments that provide services to one or more remote sites.
You can use the default Directory handler as a template for the creation of new
directory handlers. You can use location, class of service (COS), and public
distribution list membership as filters for listing subscribers in a directory.
Subscribers can be listed in more than one directory. In order for a subscriber to be
listed in any directory, they must have a recorded voice name and have the List in
Directory box checked on their Profile page.

There is also an option to use Search In. Options for Search In include Local Cisco
Unity Server Only (default), Location, Class Of Service, Dialing domain and Public
Distrubution List. The List in Directory is an option configured on the subscriber
templates. By default, this option is checked on the default subscriber template.
This means that when a subscriber is created and associated with this template, they
become part of the directory. During first-time enrollment, the users are told, by
default, that they are listed in the directory and that they may have the option to
remove themselves from it.

Using the Interview Handler

Interview handlers are specialized call handlers that have up to 20 prerecorded

questions for callers and can target the messages for different purposes, such as
customer orders and preliminary job interviews.

An interview handler plays each question, in turn, followed by a beep. The interview
handler then records the answer given by the caller. Once the caller stops speaking,
or the maximum recording time has elapsed, the next question is presented. The
process continues until the last question has been presented and a response has
been provided.

When the message is delivered, the recipient hears only the answers, separated by
beeps. For this reason, the recipients must know the order and content of the
questions. If a caller does not answer a question, this shows up in the message as
two beeps in a row without an intervening response.

Cisco Unity comes with a sample interview handler. The questions asked, their order,
and how messages left are handled can be seen in the system. When using an
interview handler, it is beneficial for the first question to contain any instructions or
introductions that are necessary to complete the interview, such as the number of
questions, response time, and so on.

Once you are done with the first recording, ask the questions in a logical order,
making certain to leave callers an adequate response time. The system will truncate
the recording based on its length if the entire response time has not been used.

Some of the specific onscreen settings for the interview handler include:

Optional Extension� This is an extension that subscribers can dial to reach

the interview handler. If the interview handler is reached only through the use
of one-key dialing, do not enter an extension here.
 To Whom the Response Should Be Delivered� This can be a subscriber or
public distribution list. (The default for the example interview is the Example
Administrator.)

Response Urgency� After you answer all the questions, you can configure
Cisco Unity, to mark the message in a specific urgency response, or by using
the Ask Caller setting, you can ask the caller if they want to mark the interview
message as urgent. Your choices are: Mark as Urgent, Mark as Normal, or Ask
Caller.

After Interview Action� You can send the caller to any of the following,
after the interview is complete: Send To: CVM Mailbox Reset, Call Handler,
Directory Handler, Greetings Administrator, Hang Up, Hotel Checked Out,
Interview Handler, Sign-In, or Subscriber. The default for a newly created
interview is to Send to Goodbye Call Handler.

The example interview handler comes with five prerecorded prompts:

1. At the tone, please answer each of the following questions. At the end of each
answer, you may press #. What person or department are you trying to reach?

2. What is your name?

3. What is your phone number?

4. What are the best times to reach you?

5. Is there any other information you would like to leave?

All are set to 30 seconds by default. If enabled, a warning tone sounds before the
maximum message length is reached.

In addition, the recordings can be recorded/played back through either a phone or

multimedia on a system using the Media Master Control.

The Question text field is limited to a maximum of 50 characters.

Before you record a message, it is a good idea to write the message out exactly as it
is to be recorded.
Using User-Defined Call Handlers
Call handlers can be used to set up specialized call routing, create one-key dialing menus,
or provide announcements of prerecorded information. As mentioned previously, call
handlers can be as simple or as complex as you desire. An example of a simple
application of a call handler is the delivery of prerecorded information, also known as
audiotext.

The automated attendant is a call handler. The Opening Greeting, where callers first dial
in, either can be very simple or can take advantage of some powerful features, such as
one-key dialing. With one-key dialing, you can provide a menu of choices for incoming
calls. Callers press one touch-tone key to route their call to the department or service
they want. In the background, the one-key dialing menu routes the call to a system ID,
whether it is to another menu, an extension, or any other system ID. One-key dialing is a
shortcut available to callers that allows quick access to any listed system ID (entity).

One-key dialing and audiotext are in widespread use on a global basis. Everyone, at some
time or another, has used such applications, whether calling someone at work or calling
the local movie theater and choosing to hear the dates and show times for movies. For
example, when you call to check what is showing at the movie theater, you may
encounter a message such as the following:

Hello and thank you for calling Movie House Theaters. If you would like to check
movie show times, press 1. To purchase tickets, press 2. For theater location and
directions, please press 3. To speak to a customer service representative at any
time, press 0.

Call handlers can be quite customized based on individual subscriber needs. Knowing how
to customize them allows you to design and implement a structured audiotext application
that meets specific corporate messaging needs.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated chapter,
where you can find more information on the topic.)

Cisco Unity standard features (see Chapter 1)

How Cisco Unity handles calls (see Chapter 2, "Using Your Cisco Unified
Communications System")

Customizing Call Handler Settings

Call handlers have numerous customizable settings that you can employ to provide the
highest level of service from the Cisco Unity system. These settings include a few basic
pieces of information, such as the following:

Profile settings� Specify ownership of the call handler, schedule to determine the
times that standard and closed transfer rules and greetings are in effect, as well as
 the extension of the call handler.

Call transfer settings� Specify how the call is transferred.

Greeting settings� Specify which greeting plays based on predefined criteria, such
as time of day, day of week, holiday, and so on.

Caller input settings� Specify action(s) taken when a touch-tone key is pressed.

Message settings� Specify who receives a message, the maximum message

duration, and other settings.

Using Profile Settings

The Profile page defines the call handler. This page stores the name, time of creation, and
system ownership information. Be sure to record the name of the box here, which will
provide assistance in troubleshooting. The owner of the box is the subscriber or
distribution list specified on the Profile page. This is the person (or group of persons) who
may request that changes be made by the administrator. The owner can change the
greeting in the box using the Cisco Unity Greeting Administrator (CUGA). The schedule
can be set for this handler to follow what schedules the greetings and extension will be in
effect when callers reach this call handler. Handlers in the middle of an application that
are reached only from another handler do not need an extension number in your
numbering plan. Figure 5-2 shows the call handler Profiles page. Table 5-2 lists and
describes the fields on the Profile page.

Figure 5-2. Cisco Unity Call Handler, Opening Greeting, Profile Page

[View full size image]

 Table 5-2. Profile Page Fields

Field Purpose

Name Specifies the name of the call handler. To change the

name, simply enter a new name and then click Save.

Created Display only. Shows the date and time that the call
handler was created.

Owner The owner of the call handler can be specified as any

valid subscriber or public distribution list. The owner
(not necessarily the message recipient) of the call
handler can record and change the call handler
greeting over the phone. The owner can be changed
here.
Field Purpose

Owner Type As mentioned, the owner can be a subscriber or

distribution list. Select Subscriber or Distribution List
in this field to assign ownership accordingly.

Default: Subscriber

Recorded Voice Specifies the recorded name of the call handler.

The Media Master is used to record the name. If a

prerecorded name is available, it is possible to select
it by choosing Options > Paste From File on the
Media Master control bar. The file should be in .wav
format. Keep in mind that the Media Master will not
function across a firewall.

Active Schedule The schedule determines the times that standard and
closed transfer rules and greetings are in effect for
the call handler. These default settings are for new
call handlers that are not based on existing handlers.
If based on existing handlers, the new handler is
created as a duplicate of the original.

Default: Weekdays

Extension The number that callers dial to reach the call handler.
The extension should be supplied only if callers are
allowed to dial it to reach the handler (not a one-key
dialing situation). In addition, this is not an
extension to which calls are transferred. This is used
only to reach the handler itself.

Default: Blank

Language The language in which system prompts are

presented. Using the Inherited setting allows Cisco
Unity to determine the language used for the call
handler on a per-call basis, depending on the call
handler or routing rule that processed the call. Using
the Inherited setting also specifies that all system
prompts will be presented in the same language for
this handler.

If the language is set to Inherited for every rule and

handler that processes a call, then the system
prompts are played in the default phone language.

Default: Inherited
Field Purpose

Switch The phone system that the call handler uses. If set
incorrectly, Cisco Unity will not be able to transfer
calls to or from the call handler. This is used for dual
phone system integrations only.

Using Call Transfer Settings

You use the settings on the Call Transfer page to specify whether unidentified callers are
transferred to the call handler's greeting, to the recipient's extension, or to the subscriber
at a particular number. Figure 5-3 shows the Call Transfer page.

Figure 5-3. Cisco Unity Call Handler, Opening Greeting, Call Transfer
Page

[View full size image]

Additionally, the Call Transfer page enables you to specify how Cisco Unity handles a
transfer (release it to the phone system or supervise its transfer).
You can have three customizable transfer rules. One of these rules is for standard hours,
one is for closed hours of the active schedule, and the third is an alternate transfer rule
(in effect at all times) that can override the first two rules. By default, the standard and
closed handlers are enabled and the alternate call handler is disabled, which is known as a
supervised transfer.

Another type of transfer is a release transfer. Release transfer is a blind transfer of the call
to its intended destination. In this case Cisco Unity releases the call.

When you are developing an audiotext application, typically you should ensure that
callers hear the greeting in the box immediately. This can be accomplished by disabling
the transfer. If the caller is transferred to an extension, a supervised or release transfer
can be used.

NOTE

If you create a large number of call handlers, all of which have been set to
transfer directly to their greeting, and then you decide later that the calls
should first transfer to an extension, you can use the Bulk Edit Utility in the
Tools Depot to make the change. Call handlers can be edited in bulk to alter
nearly any of the available options. More information on this is provided in the
"Cisco Unity Administration Tools" section of Chapter 11. See the discussion
on the Audio Text Manager (ATM). ATM provides an extremely useful tool in
dealing with call handlers.

There are three basic options for handling calls:

Send the caller directly to the handler's greeting (this is the default on a newly
created handler that is not based on an existing handler).

Ring the recipient's extension.

Ring the subscriber at a particular number (this can be an internal or external

phone, depending on the call restriction table settings).

When the administrator chooses either the second or third option, the this setting allows
the setup of transfer to either release or supervised. If supervised is set, there is the
option to set approximately how many times Cisco Unity will ring the destination before
it brings back the call to the recipient's greeting. The default value is two rings, but it can
be changed the same way on the Subscribers page>Call Transfer page, Subscriber
template, or by using Bulk Edit.

When supervising transfers, Cisco Unity can provide additional control with call holding
and call screening.

Call holding simply means that the system is set up to tell the user that the line is busy
and the system places the caller on hold. The two options available for this on Figure 5-3
are called Always hold and Ask caller. With Always hold, the system will immediately place
the caller on hold. The Ask caller option will ask the caller if they would like to wait.

When on hold the system can then play hold music (if Music On Hold is available) and tell
the caller on hold how many callers are ahead of them and it also allows them to continue
holding, leave a message, or try another extension. When these options are enabled, the
caller is prompted every 30 seconds. There is no hard limit to the number of callers that
can be on hold at a given point in time.

Call screening has the system ask for the caller's name prior to connecting the caller to a
subscriber. Upon hearing the name of the caller, the subscriber can accept or refuse the
call. These are found under the Gather caller information section of the Call Transfer
page.

Using Greeting Settings

Settings on the Greetings page provide the capability to record appropriate greetings
based on the set schedule from the Profile page. Greetings can be recorded for any
number of possible scenarios and specified here. There is a default schedule set to include
All Hours and All Days. Alternate greetings are typically used for holidays, emergencies,
or any time the standard greetings need to be preempted. Using the CUGA, a call handler
owner can toggle between the alternate and standard greetings or rerecord the standard
greeting over the telephone. There are five greetings in all: Alternate, Busy, Closed,
Internal, and Standard. When Alternate is enabled, it simply overrides the other
greetings. Figure 5-4 shows the Call Handler, Greeting Settings page.

Alternate� A substitute greeting that can be enabled or disabled as deemed

necessary. It is typically used on special occasions, such as vacations or holiday.
When enabled, the Alternate greeting overrides all other greetings.

Busy� A greeting that plays when a subscriber extension is busy.

Closed� A greeting that plays during the hours specified as closed in the active
schedule (such as nonbusiness hours).

Internal� A greeting that can be configured to play only to other subscribers,

rather than the Standard or Alternate greeting.

Standard� The greeting played during the standard hours specified in the active
schedule unless overridden by another greeting.

Figure 5-4. Cisco Unity Call Handler, Opening Greeting, Greetings Page

[View full size image]

If the Alternate greeting is disabled when a call is forwarded because the subscriber has
set either the Call Forward All option or the Call Forward No Answer option, the Standard
greeting is played. If the Internal greeting is enabled when a call is received from another
Cisco Unity subscriber, the Internal greeting is played. If the subscriber has configured
Call Forward Busy, the Busy greeting is played if the subscriber's line is in use.

For a Standard call handler, the only greetings that are turned on by default are Closed
and Standard. All others need to be configured. For each greeting configured, several
options need to be specified.

The configurable options in the CUA are as follows:

Status� To enable a greeting, check the Greeting Enabled check box. The following
are the possible settings:

- Enabled� Turn on the selected greeting (check box checked).

- Disabled� Turn off the selected greeting (check box unchecked).

Source� The greeting source specifies how the greeting will be recorded. Three
options are available for the greeting source setting:

- System Default Greeting� The standard system default greeting.

- Recording� Allows the recording of custom greetings with the Media

Master control bar. It is possible to use either the subscriber telephone or a
multimedia microphone to record the greeting. The appropriate source device
 should be selected. If the phone option is clicked, the Cisco Unity system
places a call to the subscriber extension for which the greeting is being
recorded. Once the phone is answered, the system plays a tone to indicate
that recording has begun and that the subscriber should now speak the
desired greeting into the handset. If the multimedia microphone option is
chosen, the system plays a tone to indicate that recording has begun and that
the subscriber should now speak the desired greeting into the microphone.

Once the greeting has been recorded, by either method, it is necessary to click
on the Stop button to end recording.

- Blank� Allows the subscriber to choose a blank greeting.

Once the recording and selection of a greeting have been completed, it is

necessary to click the Save button.

During Greeting� This setting dictates what the caller can do, if anything, during
the playing of the greeting. This option has one setting:

Settings:

- Allow Caller Input (default is checked)� When checked, this setting

uses the settings in the Caller Input page to allow the caller to use configured
options. The caller selects presented options by pressing numbers on the
telephone keypad. By default, this setting is enabled.

After Greeting� After the greeting is played, this setting dictates what action
should be taken by the Cisco Unity system. The following are the possible settings:

- Take Message� The default on a newly created handler that is not based
on an existing handler. It specifies that the Cisco Unity system should record
the caller's message.

- Send Caller To� Specifies that the caller should be transferred to the
selected destination. Possible options here include: Send To: CVM Mailbox
Reset, Call Handler, Directory Handler, Greetings Administrator, Hang Up,
Hotel Checked Out, Interview Handler, Sign-In, or Subscriber.

- Reprompt the User After This Many Seconds of Silence� Specifies the
number of times to reprompt the caller if no input is received from the caller
by voice or keypad number press. Two seconds is the default setting, if
enabled.

- Number of Times to Reprompt� Indicates the number of times the caller

should be reprompted prior to performing the After Greeting action. The
default is set to one reprompt.

Using Caller Input Settings

The Caller Input page is used to set up one-key dialing actions. A wide array of options is
available for those times in which caller input is to be allowed. In such cases, callers must
be presented with all possible options that they can use in reaching the appropriate
subscriber or mailbox. The top of the screen provides a check box, Allow Callers to Dial
an Extension During Greeting, for use along with the Lock This Key feature to allow
access to some extensions while denying others during a greeting. Unchecking the Allow
Callers to Dial an Extension During Greeting check box has the effect of locking all keys.
Locking all keys used in the application allows the system to execute the instruction set
more quickly. Locking the keys does not disable the ability to use one-key dialing. Figure
5-5 shows the Call Handler, Caller Input page.

Figure 5-5. Cisco Unity Call Handler, Opening Greeting, Caller Input
Page

[View full size image]

With the keys unlocked, the system waits a set length of time (1 to 2 seconds) after every
key to determine whether or not another key is to be pressed. This is a configurable
option and is set in milliseconds. The default value for newly created handlers is 1500
milliseconds (1.5 seconds). The Allow Callers to Dial an Extension During Greeting check
box is checked by default on newly created handlers. The action taken as a result of the
key being pressed will, of course, depend on the call handler.

For every key press, 0 to 9, *, and #, the option of either locking the key to the action,
such as specifying that 0 will go to the operator handler, is available. In this case, it will
not wait for another digit. In addition, for each key, you can set it to include:
 Ignore Key� Cisco Unity does not take any action.

Skip Greeting� Cisco Unity skips the greeting and performs the After Greeting
action. By default, # is assigned to this action.

Take Message� Takes a message for the caller.

Say Goodbye� Takes the caller to the Goodbye call handler.

Send Caller To� Sends the call to a conversation for changing call handler
greetings over the phone.

On a newly created handler, not based on an existing handler, the only keys configured
include:

*� It is locked, and set for Send Caller to Sign-in.

0� It is not locked, and set for Send Caller to Attempt Transfer to Operator
(basically taking them to the Operator handler).

#� It is locked, and set for Skip Greeting, taking the caller to whatever the After
Greeting action is set to.

The call can be forwarded to one of several destinations, including the following, or you
can hang up the phone. The destinations and their purposes are as follows:

Subscriber logon conversation� Recorded instructions that are meant to guide

the subscriber through the logon process to access system features, functions, and
messages.

Directory handler� Provides directory assistance, allowing callers to initiate

searches of the subscriber base, and then forwards calls to the selected subscriber.

Particular subscriber� Designates an individual subscriber in the Cisco Unity

system.

Another call handler� Presents the caller with recorded prompts and provides
information and available options, routes calls, and takes messages.

Interview handler� Collects information from callers by playing a sequence of

prerecorded questions. The answers provided by callers are recorded in the system
and then forwarded to a configured recipient. The default recipient is the Example
Administrator. Do not delete the Example Administrator account unless other
applicable subscribers have been assigned to review messages received by the
interview handler.

Using Message Settings

The Messages page determines who receives messages recorded in the call handler. It also
governs the length of said messages, actions taken by Cisco Unity after the message, and
how Cisco Unity deals with the message after the call handler has completed its function.
The message recipient can be either a subscriber or a public distribution list. Typical call
handlers do not allow callers to leave messages; however, allowing them to do so
provides a great deal of flexibility regarding delivery of the message. The owner of the
call handler and the person(s) to whom the message is addressed do not have to be the
same person.

The default maximum message length is 300 seconds, and a warning tone sounds before
the maximum message length is reached. The Max and Min for this option can be from 1
to 999 seconds. Messages less than 1 second in length are discarded. Discarded
messages, in this case, generate an event that is recorded in the application event log.
Figure 5-6 shows the Call Handler Messages page.

Figure 5-6. Cisco Unity Call Handler, Opening Greeting, Messages Page

[View full size image]

The After Message action settings, by default, on a newly created call handler is set to
Say Goodbye; however, there is also the option to set it to one of the following options,
which are similar to the Call Input one-key options: Send To: CVM Mailbox Reset, Call
Handler, Directory Handler, Greetings Administrator, Hang Up, Hotel Checked Out,
Interview Handler, Sign-In, or Subscriber.

The After Message actions also include the option to allow the caller to edit their
messages; by default, this is turned on. The last option allows you to specify whether or
not you want to mark the messages as urgent: Always, Never, or Ask Caller for Their
Preference. The default on a newly created handler, not based on an existing handler, is
Never.

Planning Call Handler Use

Careful planning for your system components, including call handlers, interview handlers,
directory handlers, and call routing tables, is key to setting them up efficiently. Creating a
call management map is a way to document your plan. Additional information on call
routing tables is provided in the "Defining Call Routing Rules" section later in this chapter.

Routing Callers by Using One-Key Dialing

One-key dialing options include Send To: CVM Mailbox Reset, Call Handler, Directory
Handler, Greetings Administrator, Hang Up, Hotel Checked Out, Interview Handler, Sign-
In, or Subscriber.

This menu of choices designates a single digit to represent a subscriber extension, call
handler, interview handler, or directory handler. The one-key system can be bypassed by
entering a full subscriber extension or by pressing no keys in the menu system. The call
should be sent to the operator call handler automatically. The system can be set to pause
a certain number of seconds for additional key presses before routing the call to allow for
full extension dialing. As mentioned previously, certain keys can be locked to take the
caller directly to the action programmed for that key. The handler greeting should be
used to tell callers what one-key options are available. In this handler, as in many others,
it is important to give callers every available option in the recorded greeting.

Creating a Call Management Map

As with network designing, the design of the Cisco Unity menu structure should be
planned out and documented. A good way of doing both concurrently is to create a call
management map. In this map, include a menu of one-key dialing options, all possible
navigation choices, and, if desired, the predefined call handlers.

Figure 5-7 illustrates a sample call management map. As is evident in the figure, the call
management map is a simple, logically flowing tiered structure that allows the caller to
actively choose how the call is treated.

Figure 5-7. Call Management Map

After you create the map, you need to create detailed scripts for use by each call handler
during the recording session. It is recommended, for simplicity's sake, that you
implement the map from the bottom tier working up to the top tier, as follows:

Step 1. Create the system subscribers and distribution lists.

Step 2. Create each call handler, beginning with those that route calls to
subscribers and/or distribution lists, as shown in the bottom tier of the call
management map in Figure 5-7.

Step 3. Create each tier of the call map in the Cisco Unity system. Continue
working from bottom to top in the hierarchy of the call map until the top tier is
complete. Again, refer to Figure 5-7 for a brief example.

Defining Call Routing Rules

When calls arrive, they must be acted upon according to the defined rule sets. The rules
specify that calls need to be forwarded to specific destinations, therefore a call routing
table is used. All calls are forwarded in some form or fashion, even if the call is forwarded
to Hang Up. Call routing tables are used to direct incoming calls to the operator, specific
subscribers, call handlers, directory handlers, or interview handlers. Call routing tables
also route subscribers to the subscriber logon conversation. Default routing rules come
with the system, each with its own settings.

When Cisco Unity receives a phone call, the system must determine whether the call is
direct or forwarded. This is done based on the information received from the phone
system. The routing is done on a "first match" basis. That is, the first time a call matches
all of the criteria of a particular rule, the call is forwarded. If the call fails to match even a
single portion of the rule criteria, that rule is skipped and the next rule is processed. The
process continues until a match is made. The last rule in the table is the Default Call
Handler. Any call that has not already been processed by a rule in the table is processed
by this rule.

Although the order of the rules can be altered, the predefined call routes cannot be
modified. A call can be forwarded to a number of potential destinations. Each has a
particular function in the call routing table. These include:

Live Record� Enables the recording of a conversation while talking to another

caller. The recorded conversation is stored in the recording subscriber's inbox as a
message. As any other message, it can be reviewed, redirected, or forwarded to
another subscriber or distribution list. This functionality may not exist in some
phone systems and may be subject to legal implications if all parties are not
informed of the recording in progress.

Attempt Forward� Forwards the call if the forwarding station belongs to a

subscriber. If the subscriber extension can be found, the call is sent to the
subscriber greeting. If no extension is found, the call is compared to the next rule in
the routing table.

Attempt Sign-In� If the calling number matches that of the subscriber, the call is
sent to the subscriber logon conversation. If not, the next rule in the table is
applied to the call.

Call Handler� Sends the call to a selected call handler.

Directory Handler� Sends the call to a selected directory handler.

Greetings Administrator� Sends the call to a conversation that allows a

subscriber to alter their configured greetings over the phone rather than from the
web interface.

Interview Handler� Sends the call to a selected interview handler.

Sign-In� Sends the call to the subscriber logon conversation. This differs from
Attempt Sign-In in that the system prompts for the subscriber extension rather
than checking the calling number. This allows a sign-in from any phone or
extension.

Subscriber� Sends the call to a specified subscriber.

Cisco Unity has two call routing tables:

Direct Calls� Handles calls from subscribers and unidentified callers that are
directly dialed to the Cisco Unity system; for example, a subscriber who is calling to
check their voice mail and retrieve messages. Table 5-3 illustrates the rules for
direct calls.

Table 5-3. Direct Call Routing Rules

Call Dialed Calling Send

Rule Status Port Trunk Schedule Language
Type Number Number Call To

Live On Both Any Any Any Any Always Start Inherited

Record Live
Record

Attempt On Both Any Any Any Any Always Attempt Inherited

Sign-In Sign-In

Default On Both Any Any Any Any Always Attempt Inherited

Call Transfer
Handler for
Opening
Greeting

Forwarded Calls� Handles calls that are forwarded to Cisco Unity from a
subscriber extension or an extension that is not associated with a subscriber
account; for example, an external call that is forwarded to the Cisco Unity system
because the subscriber has set the Call Forward No Answer option. The subscriber
extension does not ring. Instead, the call is automatically redirected to the
subscriber's configured greeting. Table 5-4 illustrates the routing rules for forwarded
calls.

Table 5-4. Forwarded Call Routing Rules

Call Forwarding Dialed Calling Send

Rule Status Schedule Language
Type Station Number Number Call To
 Call Forwarding Dialed Calling Send
Rule Status Schedule Language
Type Station Number Number Call To

Attempt On Both Any Any Any Always Attempt Inherited

Forward Forward
to to
Greeting Greeting

Default On Both Any Any Any Always Attempt Inherited

Call Transfer
Handler for
Opening
Greeting

Obviously, call routing rules make decisions regarding the destination of a call. These call
routing tables contain the routing rules. You can add additional rules as you deem
necessary. You should modify routing tables only after you have created the call handlers,
directory handlers, and other necessary components.

Using Direct Calls

Direct calls are those that are sent directly to Cisco Unity. The default rules for direct calls
are Attempt Sign-In and Default Call Handler. Neither of these rules can be altered.

This section provides additional information on the numerous fields in Table 5-3. They are
as follows:

Rule� The name of the rule (for example, Live Record). This field accepts words or
numbers. The name should probably reflect the purpose.

Status� The choices are Enabled and Disabled. The default on a new rule is
Enabled.

Call Type� The choices are Internal Calls, External Calls, and Both. The default is
set to Both.

Port� A fill-in parameter that specifies to which port it applies this rule to as the
call arrives. If left blank (which is the default), it considers all ports on a direct call
when trying to match the rule. You can also specify a range of ports

Trunk� These are present only on the Direct Calls rules.

Dialed Number (known as Distribute Network Information Services

[DNIS])� The called-party number. Wildcards can be used in this field, for
 instance, 800*, or it can be left blank for all numbers dialed.

Calling Number (known as Automatic Number Identification [ANI])� The

calling-party number. It uses the same parameters as DNIS.

- Schedule� Specifies whether to Always use this rule, use All Hours�All
Days schedule, or Weekdays schedule. The default is Always. Any schedule
that is defined in the Cisco Unity system may be used. These two schedules
are provided by default when the system is installed.

- Send Call To� Specifies what action to take. Here, there are additional
options, including Attempt Forward, Attempt Sign-In, CVM Mailbox Reset, Call
Handler, Directory Handler, Greetings Administrator, Hotel Checked Out,
Interview Handler, Sign-In, Start Live Record, and Subscriber. The default
when a rule is first created is Directory Handler.

- Language� Specifies which languages to use; the default is Inherited.

The call type, port, trunk, DNIS, ANI, and schedule settings all allow the limiting of the
call or to direct specific calls to particular destinations.

For example, consider the CUGA. A Cisco Unity administrator can arrange to have a
specific DID number ring directly to Cisco Unity. When calls come in with that particular
DNIS information, the Send Call To destination can be CUGA. In that way, only people
who know the CUGA phone number can use it.

The set of call routing rules is one of the most powerful and least understood features of
Unity.

Using Forwarded Calls

Forwarded calls are those that are sent to the Cisco Unity system from either a subscriber
extension or an extension that is not associated with any subscriber account. The
predefined rules for forwarded calls are Attempt Forward to Greeting and Default Call
Handler. You cannot modify these two rules, although you can add additional rules.

This section provide additional information about the numerous fields in Table 5-4. They
are as follows:

Rule� The name of the rule (for example, Attempt Forward Greeting). This field
accepts words or numbers. The name should probably reflect the purpose.

Status� The state of the rule, Enabled or Disabled. The default on a new rule is
enabled.

Call Type� The source of the call. Options are Internal Calls (such as calls from
subscribers), External Calls (such as calls from unidentified callers), or Both. The
default Call Type for a new rule is Both.
 Forwarding Station� (Forwarded Calls page only.) The extension (station) that
the call was forwarded from. Wildcards can be used in this field, for instance, 3*, or
it can be left blank for all numbers dialed.

Dialed Number (DNIS)� The called-party number. Wildcards can be used in this
field, for instance, 800*, or it can be left blank for all numbers dialed.

Calling Number (ANI)� The calling-party number. It uses the same parameters
as DNIS.

Schedule� Specifies whether to Always use this rule, use All Hours�All Days
schedule, or Weekdays schedule. The default is Always.

Send Call To� Specifies what action to take. The options here include Attempt
Forward, Attempt Sign-In, CVM Mailbox Reset, Call Handler, Directory Handler,
Greetings Administrator, Hotel Checked Out, Interview Handler, Sign-In, Start Live
Record, and Subscriber. The default when a rule is first created is Directory Handler.

Language� Specifies what languages to use. The default is Inherited.

In cases where there is an integration of Cisco Unity and telephone switches, call routing
tables and rules are even more important. There are some issues that may arise in any
integration. Some of these lie in the realm of call routing. Call routing rules are not
meant to repair broken integrations. Call routing may work better because of the types
and amounts of information capable of passing between the Cisco Unity system and the
phone switch, but the rules do not provide a fix for a flawed integration. However, you
should understand that improper call routing can break or impair a properly executed and
implemented integration.

Call routing tables are processed from top to bottom, and from left to right. First, the
Live Record rule is processed. Live Record allows the recording of a call conversation and
is very dependent on the capabilities of a telephone system. When Live Record is
requested, the call is handed back to Cisco Unity and recorded as the conversation
progresses.

The phone system must be able to transmit a barge code and an extension as the call is
arriving at the Cisco Unity port. A barge code is a short sequence that tells Cisco Unity to
open a silent conference with the call already in progress at the specified extension. The
setting Start live record begins recording a message that contains whatever is being
spoken at the extension.

If no barge code and extension are passed, the rule fails and Cisco Unity moves on to the
next, Attempt Sign-In. If the PBX passes a sequence of * and a subscriber's extension,
then it begins the sign-in process. This is how Easy Message Access (one of the three
main features of an integration) is accomplished. If Cisco Unity does not receive a
sequence of * plus a valid extension, then it uses the last rule and sends the caller to the
Opening Greeting. You may have as many call routing rules on a system as you wish.
There is no practical limit to the number that will execute in a very short period of time.
Chapter Summary
In this chapter, you have learned how to do the following:

Describe how call handlers can be used for audiotext applications

Set up one-key dialing

Describe interview handlers

Define call routing rules

For additional information on the preceding topics, refer to these resources, found
at Cisco.com by performing a search of the text:

Cisco Unity Installation Guide

Cisco Unity Administration Guide, "Call Management"

Cisco Unity Administration Guide, "Call Management Tools"

Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

1: List the three predefined call handlers.

Which default call handler is used to allow callers to search for subscribers in
2:
a Cisco Unity system?

Which call handler page provides detailed information about ownership,

3:
ownership type, and name of a call handler?

If a voice message is less than 1 second in length, how does the Cisco Unity
4:
system handle it?

If a call is compared to all rules in the call routing table, and it matches
5:
none of the defined rules, how will the call be routed?

In call routing rules, a call can be forwarded to a number of potential

6: destinations. Among these are destinations known as Attempt Sign-In and
Sign-In. What is the difference between these two call destinations?

7: What page can be used to set up one-key dialing on a call handler?

The Cisco Unity system provides two default routing tables. List them along
8:
with a brief description of each.

9: List the five greetings you can use on a call handler.

Which call handler is typically used at the end of a call cycle within the Cisco
10:
Unity system?
Chapter 6. Cisco Unified Communications System
Maintenance
Upon completing this chapter, you will be able to perform the following tasks:

Use Cisco Unity Status Monitor

Use diagnostic traces, reports, and logs to monitor the health of the Cisco
unified communications systems

Choose which report to run to collect specific Cisco Unity information

After setting up your Cisco Unity system with your subscribers added and your
system configured, the next step is to put it into production and start using it.

Proper maintenance and monitoring are very important to the continued health of
Cisco unified communications systems. This chapter provides information about
implementing maintenance practices, and introduces the different monitoring tools
available in Cisco Unity and Personal Assistant (PA).
Understanding Cisco Unity System Monitoring and
Maintenance
You can use Cisco Unity monitoring tools to capture current real-time activity and
information.

Once you have that information, it is important to maintain and monitor a Cisco
Unity system after placing it in a production environment, to ensure that it
continues to perform at the level it is able to, while maintaining optimal
performance.

To fully benefit from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, please see the
designated chapter, where you can find more information on the topic.)

Knowledge of the different Cisco Utility tools and utilities (see Chapter 11,
"Unified Communications Backup and Utilities")

Ability to navigate Microsoft Windows 2000 (refer to Chapter 3, "Cisco Unified

Communications General Setup")

Ability to use monitoring tools (see Chapter 11)

Defining Cisco Real-Time Monitoring Tools

Complex systems such as Cisco Unity and Cisco PA need consistent monitoring to
maximize their effectiveness over time. Information that is monitored falls into two
categories: real-time and historical.

Real-time monitoring means exactly that, monitoring the system functions as they
happen. Issues to monitor in real time on a frequent basis include such things as
how much space is left on the hard drive and what ports are dialing out to notify
users of messages and lighting the lamps on their phones.

Historical monitoring is the gathering of information for a system over a specified

time period. It could also be a snapshot of a system's data at a given time.

Here is a quick list of some of the real-time monitoring tools that can be used with
Cisco Unity that is discussed in this chapter:

Status Monitor (HTML)

Status Monitor.exe

Port Status Monitor program

Here is a list of some of the tools used to capture historical data:

Cisco Unity Performance Information and Diagnostic (CUPID)

Cisco Unity Reporting Tools

Knowing When to Use Cisco Real-Time Monitoring Tools

When developing information, the type of data you are trying to gather determines
the type of tool you will use to collect that information. You would use real-time
monitoring to collect information when trying to duplicate a specific failure, such as
a user who collects all messages but whose lamp does not turn off.

Using Status Monitor (HTML)

Status Monitor, shown in Figure 6-1, is a Cisco Unity application with an HTML
interface that runs separately from the Cisco Unity System Administrator. It is
possible to run both the System Administrator and Status Monitor at the same
time. The class of service (COS) in Cisco Unity controls access to Status Monitor. On
the Class of Service > System Access page for those administrators who will use
Status Monitor, ensure the Access Status Monitor check box is selected. Status
Monitor requires the use of Internet Explorer 6.0 or later.

Figure 6-1. Status Monitor (HTML)

[View full size image]

When you first start Status Monitor, the first page you will see is the system status
page. Across the top of the page is a set of five icons at the upper-left corner and a
Refresh interval box in the upper-right corner. Because HTML is not capable of
showing dynamic data in a constant real-time stream, you must tell Status Monitor
how often to update information on the screen. You can set it to refresh from 2 to
99 seconds, with 5 seconds as the default. Setting this too low will result in excess
network traffic with no appreciable reporting benefit. This also affects the
performance of the CPU. Setting it too high may provide information that is not
granular enough; if the reporting interval were higher than the system's average call
length, it is possible that you would miss some calls altogether. The following is the
Status Monitor web address:

http://unity-server-name-or-ip/status/default.asp

Understanding the System Status Page

The main body of the System Status page shows whether or not Cisco Unity is
running and enables you to shut it down in one of two ways. You can either wait
until all current calls are finished or send a voice message to interrupt the calls and
shut the system down. One way to find out how many calls are active in the system
before shutting down is to look at the Ports page.

The Ports Page

A port attached to a Cisco Unity system is capable of carrying one call at a time. The
Ports page gives you a quick look at the current state (within the latest refresh
interval) of the ports on the system. You can see at a glance which ports are active
and how long they have been so. You also get information about the state of the
call and details about which part of the system conversation the call is currently in.
If the port appears locked in an off-hook state (and therefore unavailable to the rest
of the system), you can select the port, and then click the Reset button in the lower-
right corner of the page body to attempt to make the port available again.

The Reports Page

The Reports page shows the status of reports submitted. It provides information
about which state the report is in, who ran it, and whether or not the report has
been started or is complete. The information on this page can be quite useful
because some reports on the system have the potential to take a long time to
complete. You can choose to cancel a report that is already in queue by selecting the
report and clicking the Cancel Report button.

The Disk Drives Page

The Disk Drives page gives you a quick look at how much disk space the Cisco Unity
system has and how much of it is currently free. You can see all the disk drives on
the system, including physical or logical drives. It does not include floppy and CD-
ROM drives. If you wish to get more details about the physical drives on the system,
including their partitioning and formatting information, you can use a tool such as
the Microsoft Windows Computer Management tool.

The last page on the Status Monitor tool is the online Help. It is a pop-up web page
that gives you more information about Status Monitor, the Cisco Message Store
Manager utility, and the Cisco Event Monitoring Service (EMS).

Using the Status Monitor Program

The Status Monitor program is another real-time tool that you can use to watch
what is happening on each of the ports, as shown in Figure 6-2. This includes when
a Cisco Unity subscriber calls in to listen to new messages, when Cisco Unity dials
out to light the message waiting indicator (MWI) or calls a cell phone to deliver a
message, and when an outside caller calls in and navigates through a one-key audio-
text application. This tool is found in the \commserver\techtools folder and is called
StatusMonitor.

Figure 6-2. Port Status Monitor Program

[View full size image]

When you start a monitor, the monitor settings control the state information that is
shown. You can monitor port status based on Application, Display, or Conversation:

Application� Displays the state of the Cisco Unity application during the
monitoring session. States include Idle, Attempt Sign-in, Transfer, and
Greeting. This is the same information you would see if you were using the
HTML Status Monitor. As an example, when a user is attempting to log in to
their mailbox, using a port that is being monitored, the Application display will
show Attempt Sign-in. This is useful information when troubleshooting a call
to know at what stage of the application the call is in.

Display� Displays a high-level overview of activity during the monitoring

session, including Dialing, MWI (with extension), Notification (with extension),
and so on. This comes in handy when you are troubleshooting MWI issues. You
can see when an MWI message was sent out and for what extension.

Conversation� Displays detailed events that occur during the monitoring

session. Events include Call Handlers in use, Action by Subscribers, Greetings,
Dual-tone Multifrequency (DTMF), and so on. It is useful when troubleshooting
items like when a user enters an extension, but it cannot be transferred to it
 from Cisco Unity's general greeting. By using the Conversation display, you can
see what is coming in from the telephone system (for example, whether Cisco
Unity actually is seeing all of the digits when a user dials 1000).

Status Monitor also allows you to log status information to a text file. You can also
busy-out a port, or disable it. It also has "Show New Calls" and "Show Port
Availability" buttons, which will display that information in real time.

Cisco Unity also comes with another tool called the Port Status Monitor program. It
provides the same information as the Status Monitor application. In addition, it
allows you to clear all traces from the Status Monitor window and turn on/off the
auto-scroll feature, and it has a real-time display option, which gives you more
description information about what is occurring on a port. It also gives you the
option to specify the maximum traces in the trace window and maximum traces in a
log file. This tool is found in the Cisco Unity Tools Depot. Figure 6-3 shows the Port
Status Monitor program and a caller leaving a message on Cisco Unity port 5.

Figure 6-3. Status Monitor Program

[View full size image]

Maintaining a Cisco Unity Server

This section provides information about the proper maintenance of a Cisco Unity
system. Here is a quick list of the tasks to consider when maintaining a Cisco Unity
server:

Forward unaddressed messages to the appropriate recipients.

Scan for viruses.

Keep virus-scanning definitions up to date.

Check for mailboxes that exceed their storage limit.

Run Exchange Optimizer on Exchange 5.5 when more than 100 subscribers are
added.

Keep up to date with Cisco Unity qualified service packs and hot fixes. Service
packs that are installed on a Cisco Unity system go through a Cisco
qualification process before they are supported on this system.

Twice a year run the Exchange Eseutil utility from Microsoft, available at
http://support.microsoft.com. This is a Microsoft maintenance utility for
Exchange Server databases.

Verify that the backup medium used has enough available space to back up the
Cisco Unity server.

Back up Cisco Unity and message stores regularly.

Include Cisco Unity servers in the schedule if you are restarting other network
servers.

Run the DbWalker utility.

Check that messages left in the Unity Messaging Repository (UMR) are
delivered to subscriber mailboxes.

Check whether Cisco Unity System Administrator sessions are not being
released and whether any are not being used.

If using Exchange, check for mailboxes that are over their size limits.

If using Exchange, schedule mailbox maintenance tasks using the Message

Store Manager.

Update the system clock.

 Monitor forums that are available for Cisco Unity.

All the software and hardware associated with the Cisco Unity server require ongoing
maintenance to ensure high performance. The pieces affected by this can also affect
server performance in general. Performing regular maintenance on the Cisco Unity
server may ensure continuous reliability and performance.

Messages that are not delivered in Cisco Unity return to the Unaddressed Messages
distribution list. The following are possible reasons why messages may go to this
distribution list: the network is not available, the server assigned to the intended
subscriber is not available, the intended subscriber exceeded its message storage
limit, or someone left a message using the Operator call handler because the
operator was unavailable.

Once these messages arrive in the Unaddressed Messages distribution list, a

designated person should manually forward the messages to the proper recipients.
This should be done on a continual basis. By default, the only member of the
Unaddressed Messages distribution list is the example administrator. Someone
responsible for monitoring the system for undelivered messages should also be a
member of this distribution list. This person should have no message storage limit
on their mailbox, to avoid unaddressed messages not being sent to them. You can
add a subscriber by performing the following steps:

Step 1. Open the Cisco Unity System Administrator web page.

Step 2. On the left side, click the Public Distribution Lists link.

Step 3. On the Find and View Distribution list, click Find.

Step 4. On the resulting list, click Unaddressed Messages.

Step 5. On the left side, click Members.

Step 6. Select Add and Find the subscriber you would like to add to this
distribution list.

Step 7. Select the subscriber and click the "Add to List" button. This
automatically saves this information. So, there is no need to click the standard
Save button on the SA.

For more information about forwarding unaddressed messages to the correct

recipients, perform a search on Cisco.com for "Forwarding unaddressed messages to
the correct recipients."

When running virus scanning and backups on a daily basis, it is good practice to run
them during off hours, when the Cisco Unity server is less busy. Some things to
consider, however, when running backups are the delivery of messages for Audio
Messaging Interchange Specification (AMIS) and Bridge networking, which may
occur off hours as well. The virus-scanning software should be set up to notify you
every week or two to check with the manufacturer for updates to its virus-scanning
definitions. If there is a policy in place to do so for other systems on the network
already, you can include the Cisco Unity server with them. If there is no policy in
place, Cisco recommends that you update the definitions on the Cisco Unity server
whenever the virus-scanning software alerts you of new definitions. "Cisco Unity
Requirements, and Supported Hardware and Software," available at Cisco.com,
contains a list of virus-scanning software that is qualified for use with Cisco Unity.

For Microsoft Exchange 5.5, when 100 or more Exchange mailboxes or Cisco Unity
subscribers are added, you should run Exchange Optimizer. More information on this
can be found on Microsoft's website. Refer to Article ID 266051, "Understanding the
Microsoft Exchange Server Performance Optimizer" (white paper), at
http://www.microsoft.com.

Microsoft regularly provides updates for Microsoft Windows 2000, Microsoft

Exchange, Microsoft SQL Server 2000/MSDE 2000, Microsoft Internet Explorer, and
Microsoft Internet Information Server (IIS). These updates (which Microsoft also
refers to as security updates, patches, or hot fixes) are limited to changes that fix
specific problems. They do not include general defect fixes or new functionality.
Cisco recommends that these updates be applied to the Cisco Unity server as they
are released.

Microsoft also occasionally releases service packs that contain fixes generated since
the last general product release. Because the service pack scope is broad, each
service pack must go through thorough testing to ensure that changes do not
adversely affect Cisco Unity. Cisco Technical Assistance Center (TAC) does not
support new service packs until they have been qualified for use with Cisco Unity.
You must uninstall unqualified service packs before Cisco TAC provides assistance in
resolving issues.

For information on which service packs have been qualified for use with Cisco Unity,
refer to "Cisco Unity Requirements, and Supported Hardware and Software,"
available at Cisco.com.

Microsoft Exchange Eseutil is a defragmentation utility for use with Microsoft

Exchange Server 5.5 and Exchange 2000. This utility helps to keep Exchange
running efficiently. You should run a backup before running this utility. The time to
complete may, however, be lengthy. Run it on a regular basis, at least once every six
months. For more information, refer to Article ID 192185, "XADM: How to
Defragment with the Eseutil Utility (Eseutil.exe)," available at
http://www.microsoft.com.

On a monthly basis, you should check that the backup medium that is used to back
up your Cisco Unity system has enough space.

Proper backup of your Cisco Unity system is important in case a system recovery is
required. The backup software used for Cisco Unity should provide the ability to also
back up the software products that Cisco Unity uses as well as their data. These
include Microsoft Windows 2000 Server, Microsoft SQL Server 2000, Microsoft SQL
Server 2000 Desktop Engine (MSDE 2000), and, for some setups, Microsoft
Exchange Server 2000. Cisco Unity also includes the Cisco Unity Disaster Recovery
Backup tool, which can be used to back up and restore Cisco Unity data. It can be
found in the Cisco Unity Tool Depot on the Cisco Unity server.
For more information on backing up and restoring a Cisco Unity server go to
Cisco.com and perform a search on "Backing Up and Restoring a Cisco Unity System
(Version 4.0)."

If you restart your servers on a regular basis on your network, you should include
the Cisco Unity servers also. Cisco Unity comes with a Cisco Unity Schedule Restart
Tool, which allows you to schedule a restart for the Cisco Unity server. Cisco
recommends that you use this tool to schedule automatic restarts for the Cisco
Unity server. The Cisco Unity Schedule Restart Tool is found in the Cisco Unity Tools
Depot.

Running the DbWalker utility will ensure the integrity of the Cisco Unity database. It
checks for unassociated (orphaned) call handlers and invalid links caused by not
removing all references to already deleted call handlers in the database. It also
checks each subscriber, subscriber template, interview handler, location object, and
directory object for values not present, broken links, and other issues. These can
cause instability in the Cisco Unity server and system lockups if left unattended.
They will affect any attempt to restore a database made from a backup that contains
a corrupted database. You should also run a backup before you run this utility.

Another maintenance item to consider on your Cisco Unity server is to verify that
messages left in the UMR are being processed on a daily basis. One way to check this
is by looking at the \Commserver\UnityMTA folder to see if messages have not been
processed.

There may be times where Cisco Unity Administrator sessions are not being
released. You can check this by running a report using the CUPID tool. CUPID can
collect the following data for this:

\Active Server Pages\Sessions Current

\Active Server Pages\Session Duration

\Active Server Pages\Sessions Total

If you are using Exchange as your message store and you have set limits to the
maximum size of the subscriber mailboxes, on a monthly basis you should also
monitor which mailboxes are full or have met their maximum size. This will help you
determine whether mailboxes have the appropriate maximum size. You can monitor
this by scheduling a Subscriber Message Store Status report using the Message
Store Manager utility. This tool can be found in the Cisco Unity Tools Depot or at
http://www.ciscounitytools.com.

Use the Message Store Manager to also schedule mailbox maintenance tasks for
Exchange. You can schedule items such as deleting old messages and archiving
messages.

The system clock should also be updated on the Cisco Unity system if it is connected
to the network. An authoritative time server can be set up on the network to make
sure all the computers on the network use the same time. You can find more
information on how to set up a time server on Microsoft's website, Article ID
216734, "How to Configure an Authoritative Time Server in Windows 2000." When
the time on the Cisco Unity server is significantly behind the actual time, message
delivery may seem to be slow for subscribers, when it is actually not.

If the Cisco Unity system is not on the network, on a monthly basis you should
check the system clock for accuracy. It should be within one minute of the actual
time. You can change it by going to the Windows Start menu and clicking Settings
> Control Panel > Date/Time.

NOTE

If you change the time on the system clock while using the Cisco Unity
Administrator, this may produce inconsistencies in the data. There may
be values that you have changed that still appear as if they have not
been changed. It is recommended not to change the system time while
using the Cisco Unity Administrator.

There are many forums available for Cisco products. Forums are great sources to
find answers to specific questions. The following is the link to the Cisco Networking
Professionals Connection:

http://forums.cisco.com/eforum/servlet/NetProf?page=Voice_and_Video_discussion

Cisco Unity Additional Maintenance Resources

Additional maintenance resources can be found in the following white papers at

Cisco.com

"Maintaining a Cisco Unity System"

"Security Best Practices for Cisco Unity"

The white papers listed, as well as others listed go into much greater depth about
these topics. You can also perform a search on the same website for "Cisco Unity
White Papers" to find the latest available white papers for the Cisco Unity product.
Please check it regularly for the most current and new information.
Understanding Cisco Unified Communications System
Reporting
Cisco Unity Administrator reporting tools show historical system activity and
information.

Cisco Unity administrators must understand how to use these tools, analyze the
performance of their Cisco Unity system, and put the information in context. An
administrator can come to understand what is normal for their system when using
reporting tools. Once you establish a normal baseline, it is easier to establish a
context for interpreting real-time information captured from the system.

To fully benefit from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, please see the
designated chapter, where you can find more information on the topic.)

Knowledge of how to navigate through the Cisco Unity Administrator web

pages (refer to Chapter 3)

Knowledge of the difference between real-time and historical reporting (see

Chapter 11)

Defining Cisco Unity Reporting Tools

Cisco Unity reporting tools provide historical information about functions on the
system. Cisco Unity provides the historical information in two broad categories:
activity that has taken place over a specified period of time and information that is a
"snapshot" in time.

Port activity is a good example of information you can capture over a specified
period.

A Subscribers report is an example of information you can collect to look at a

snapshot of the state of the system's subscribers at a given period.

Knowing When to Use Cisco Reporting Tools

The type of data that you want to gather determines the type of tool that you
should use to collect that information. If you want to see, for example, how many
times a specific user received calls that the automated attendant transferred, you
use a reporting tool to gather historical information. In addition, if a report
indicates that there were particular times during the day when system bottlenecks
occurred, it would be useful to observe the system as it is running during those
times.
Historical information is data that was previously collected, which you can use to
create reports. The report-generating tools go back through the logs and look at
events from the Cisco Unity or Cisco PA point of view. You can use reports to
develop information about two broad categories: information that is related to
subscribers and information that concerns system activity.

Specifying Settings on Cisco Unity Administrator Reports

You can specify different settings on Cisco Unity Administrator reports, depending
on the type of report. You can choose what subscribers, administrators, and
distribution to include, the date and time range to use, and what data field to sort
on. In addition, you also specify the file format that Cisco Unity will use when it
generates the report.

What file format you should use depends on what you want to do with the report
after you generate it. You can have the report delivered in either web page (HTML)
or comma-separated values (CSV) format. If you will be doing some post processing
on the report for further analysis or charting, then setting it up as a comma-
delimited file is best. If you want the information in the report with no further need
of processing, then select the web page format. At present, web browsers are
limited to opening files of no more than 220 MB. If you suspect that your report will
be larger than that, use the comma-delimited format.

Each individual component in Cisco Unity runs its own log file. The event log reads
all the components and combines them into a readable form. You can configure how
long to keep the log files saved in the system by using the Cisco Unity System
Administrator. The System > Configuration > Settings page has three separate
settings for log file cleanup. Each of the settings defaults to 7 days, but you can
make them longer or shorter as you require. There is a setting for data, diagnostic,
and report files. If you wish to run reports that encompass more than the last 7
days, then you must make the Cleanup interval for the logger data files longer. If
you do not keep reports after they are generated, then you can shorten the Cleanup
interval for report files from the initial 7 days. In Figure 6-4, Status Monitor is
showing two reports.

Figure 6-4. Status Monitor, Reports Page

[View full size image]

Any report that is run in Cisco Unity draws its data from two different sources: the
continuous data represented by the log files and on-demand data. On-demand data
is information present in the Exchange database that the reports can extract as
needed. Examples of this are subscriber names, aliases, public distribution list
membership, and disk space used by each subscriber. Once the report has been
started, you can monitor its progress from Status Monitor, or you can wait to be e-
mailed when it is ready.

When the report is finished, Cisco Unity sends an e-mail to the account of the
person who started the report. Depending on the size of the message store being
queried and how busy both message store and Cisco Unity are, the amount of time
that is needed to generate the report can be highly variable. Some reports, because
of their complexity, may take as long as 18 hours to run. The best time to generate
reports is when the system is not busy taking calls or when no other system-
intensive process (such as a backup) is in progress. In the present release of Cisco
Unity, you cannot schedule reports in advance. In addition, if Cisco Unity is stopped
while processing a report, all reports in the queue will be deleted.

Using Cisco Unity Subscriber Reports

The following is a list of the different Subscriber Reports available for Cisco Unity:

Subscribers

Subscriber Message Activity

Distribution Lists

Failed Login

Storage Usage

Transfer Call Billing

OutCall Billing

Subscribers Reports

You can run Subscribers reports for all subscribers, for a selected subscriber, or for a
public distribution list. The report contains profile and account information on the
subscriber(s) selected. This information includes their name, mail alias, COS,
extension, and inbox size. This report can be useful in determining which subscribers
are using Cisco Unity and the degree to which they are using it. Running the report
a week or so after introducing the system will give you an idea of which subscribers
may need some extra training or encouragement. Figure 6-5 shows the Cisco Unity
Administrator, Subscriber Reports page.

Figure 6-5. Cisco Unity Administrator, Subscriber Reports Page

[View full size image]

Subscriber Message Activity Reports

A subscriber may report that they are not getting their messages or that their MWI
is not turning on or off in a timely fashion. If that is the case, this is the report to
run. When gathering information from a subscriber about delayed messages, you
should get information about when the problem occurred, whom the message was
from, and what they did in response to the message. You can then set up the report
to bracket the time. You can run the report only for a specified subscriber at a time.
Once run, the report will tell you everything it knows about the message activity of
that subscriber, including when they responded to it, what telephone DTMF digits
they pressed (if they accessed it over the telephone), what application generated the
message, and when the message arrived in their inbox. Armed with this information,
you should be able to address most reports of delayed messages. Our experience
indicates very few verified cases of delayed messages. In most cases, the perception
of a delayed message can be traced to either a misunderstanding on the part of the
subscriber or an error they made in using their account.
Distribution Lists Reports

You can generate a report for any single distribution list or all distribution lists on
your Cisco Unity system. When you do, you'll know its creation date, the name of
the list's owner, the total number of members, and, optionally, the members of the
list. If the distribution list has other public lists as a member, the report lists them
as well. This report only tells you about public distribution lists; private lists of
subscribers are not included in this report.

Failed Login Reports

One responsibility of system administrators is to monitor the system against

intrusion by unauthorized callers. The Failed Login report provides the information
you need to accomplish this task. The report can track both failed telephone logins
and failed system administrator logins. To get the failed system administrator
logins, you must enable auditing in Windows security policies.

The report can list all subscribers or a selected subscriber. If a subscriber calls with a
locked account, it would be important to find out how the account came to be
locked. You can use this report to list all login failures for the selected subscriber,
which might be helpful in establishing a pattern or determining a need for further
end-user training.

Here are items listed in the Failed Login report:

For each telephone login failure:

- Subscriber name

- Alias

- Caller ID (phone number called from)

- Subscriber DTMF

- Date and time of failure

- Maximum failures exceeded

- Failure number

For each System Admin login failure:

- Username

- Computer

- User domain

- Event ID
 - Date and time of failure

- Failure number

Storage Usage Reports

Another administration responsibility is to track the amount of disk space that is

used by each subscriber. You can run the Storage Usage report for all subscribers or
a selected one. It will tell you how much space is currently in use and how much is
still available for use. The amount of space allotted to each subscriber is set through
Active Directory, and you can change it if necessary.

Transfer Call Billing Reports

You can use the Transfer Call Billing report to obtain information about calls that are
transferred from a subscriber's account or from a call handler. You could use this
report for billing purposes or to keep track of transfers to long distance phone
numbers. You can generate the report for all subscribers, billing IDs, or call handlers
or for a specific subscriber, public distribution list, billing ID, or call handler. The
report tells you when the call was made, what number was called, and the result of
the call (whether it was connected, busy, unanswered, or some unknown condition
occurred).

OutCall Billing Reports

Another report, similar in function to the Transfer Call Billing report, is OutCall
Billing. You use it to obtain information about outbound calls made by Cisco Unity
for message notifications. This report also provides information about outbound
calls when subscribers use the Media Master control over the phone. You can use
this report for billing purposes, or to keep track of message notifications sent to
long distance phone numbers.

You can generate the report for all Cisco Unity subscribers or billing IDs, or for a
specific subscriber, billing ID, or public distribution list. You can generate a summary
version of the report or a detailed version, which includes additional information
about each call. The summary version contains the time and length of each call. The
detailed version contains information on the time the call was made, the notification
device used, the dialed number, the result of the call (busy, connected, failure, port
disabled, port unavailable, no answer, release, which typically happens for
notifications sent to pagers), or unknown, and how much time the call took.

NOTE

The devices for message notification are specified on the subscriber's

message notification page and can be a home phone, work phone, spare
phone, or pager. The Telephony Record and Playback (TRaP) is listed as
the delivery device for Media Master recording by phone.
Using Cisco Unity System Reports

The following is a list of the different System Reports available on Cisco Unity:

Administrative Access Activity

Event Log

Port Usage

System Configuration

Unresolved References

Call Handler Traffic

AMIS Outbound Traffic

AMIS Inbound Traffic

Administrative Access Activity Reports

When you need to track which system administrator changed values in Cisco Unity
and what values they changed, use this report. You can run the report for all
administrators or a selected one and you can set the report for a particular date and
time range. The report tells you whether data was created, updated, or deleted, and,
if so, who did it and when. In addition, it gives you details about the name of every
setting changed and what its new value is. With the hectic pace of business today, a
tool like this that helps track the changes made in the system can be very useful.

Event Log Reports

You can use this report to list events from the Windows event log. You can look at
all events in the log, or you can filter it so that only Cisco Unity events show up. All
the events shown are application events, because Cisco Unity does not write system
or security events. Of course, you can view the same information using the Microsoft
Windows Event Viewer; Cisco Unity is giving you a way to do it so that you can
either maintain a record (by keeping the file) or do it without leaving the Cisco Unity
Administrator interface.
Port Usage Reports

To have a clear picture of whether or not your Cisco Unity system is running close to
its full capacity, you should run this report on a regular basis. It would be best to
run it each week for a few weeks after installing a new system, to gauge whether the
ports have been set up correctly for your system traffic. You can run this report for
all ports or a selected range of them. The report tells you how many calls arrived on
the port, their length and average length, the percentage that the port is being
used, and how many calls per day and calls per hour are coming in. If you find that
a majority of your ports are running at or above 80 percent capacity during the
busiest times of your working day, this may indicate a need for either more port
capacity or a rearrangement of port status. Rearrange port status only in
consultation with the installer of the system, because, as with simple changes, it
could have a profound effect on the way Cisco Unity works.

System Configuration Reports

The System Configuration report gathers information from several places in the
Cisco Unity Administrator and makes it accessible all in one place. You can view all
of this information (and much more) in the System > Configuration section of the
Cisco Unity Administrator on several of its pages. This would be a good report to
print out before a call to the Cisco TAC.

Here are some of the items listed in the System Configuration report:

Cisco Unity serial number

OEM code

Number of languages

Version numbers for Cisco Unity and Windows Server

Number of voice ports

Available licenses and total licenses

Leading silence for recordings

Trailing silence for short and long recordings

Minimum length for a recording

Computer name and Windows domain

 Hard drive space used and total

Additional settings such as:

- Switch integration type

- Cisco Unity Assistant licensing

- Text-to-speech engine

Unresolved References Reports

When you delete subscribers by using the Microsoft Windows 2000 Active Directory
Users and Computers console without first deleting the subscriber by using the Cisco
Unity Administrator, call handlers can be left in an invalid state. Use the Unresolved
References report to locate primary call handlers (call handlers associated with a
subscriber's account) and other call handlers, and to interview handlers that are left
in this way.

The Unresolved References report examines the Cisco Unity information stored in
the SQL database and reports any problems that it finds. The report identifies the
errant handler, describes the problem, and suggests a solution.

If the report finds an invalid primary call handler, you need to run Cisco Unity's
SysCheck utility to remove it. To access the SysCheck utility, on the Cisco Unity
server, select Start > Programs > Unity > Cisco Unity Tools Depot and double-
click SysCheck.

The DbWalker tool can also be used to find call handler references with invalid
states.

The Unresolved References report contains information about the handler's name,
what kind of call handler it is, the handler's access ID (if any), who "owns" the
handler, and who receives messages (if any) left for this handler.

Call Handler Traffic Reports

Once you have built an audio-text application using call handlers, you can use the
Call Handler Traffic report to track the number of calls handled by it. The report
shows the number of calls going through a particular call handler, and how callers
are choosing to exit that handler.

A caller can exit a call handler in four ways: hang up, choose a one-key dialing
option, dial an extension that transfers the call to another call handler (or
subscriber), or be routed automatically by the after-greeting action (for example, be
routed to the Good-bye call handler). The Call Handler Traffic report contains
columns for each exit method and a tally of how many times each method is used
for the handler (or handlers). You can run this report for a particular handler or for
all of them on the system, as well as for a particular timeframe.

AMIS Outbound Traffic Reports

The AMIS Outbound Traffic report provides a variety of data for the system
administrator. This report provides the following information:

When the subscriber submitted the message for transmission

Whether the message is marked urgent

The sender's primary extension

The delivery phone number Cisco Unity dialed to deliver the message

When the message transmission started

The number of seconds it needed to transmit the message

Whether the delivery was a success or a failure

Total number of messages Cisco Unity delivered successfully

Total number of messages Cisco Unity delivered unsuccessfully

AMIS Inbound Traffic Reports

The AMIS Inbound Traffic report provides information about the progress of
inbound AMIS messages. The following information is included:

Date and time when Cisco Unity receives transmission of incoming messages

Cisco Unity location ID of the node sending the messages

Target user of the AMIS message

Number of seconds required for the transmission of messages

Whether the delivery is a success or failure

Cisco Unity port number receiving the transmission

 Total number of messages received successfully

Total number of messages that failed

Monitoring Performance Counters

There are several tools that can be used to monitor the performance of a Cisco Unity
system. Among them are Microsoft Performance Monitor and Cisco Unity
Performance Information and Diagnostics (CUPID), shown in Figure 6-6.

Figure 6-6. Cisco Unity Performance Information and Diagnostics

(CUPID)

[View full size image]

Microsoft Performance Monitor can be used to track items such as processor usage
information, memory, Cisco Unity authentication, Cisco Unity integration, and so on.
Cisco Unity integration contains counters to track voice mail port usage, total port
usage percentage, ports locked, and current ports used.

You can also use CUPID to track the Cisco Unity performance items such as system
memory, outgoing calls/sec, and many other things. It is a service that logs its data
into a CSV output file and can be used to do performance analysis. Once you start
CUPID, it creates a CSV file in the \Commserver\logs folder. If you open it, you see
all the items it keeps track of. It requires less system resources than Microsoft
Performance Monitor. Once installed, it starts automatically on a system restart. You
can change this default behavior by using the Services applet and changing the
status of the CUPID service. It can be found in the Cisco Unity Tool Depot of the
Cisco Unity System, and it is also available at http://www.ciscounitytools.com.

Monitoring PA

This section provides information about monitoring the performance of Personal

Assistant.

The Cisco PA performance statistics are collected and displayed by using Microsoft
Windows Performance Monitor. You can use more than 25 counters to monitor PA,
including items such as the following:

Total number of calls made to Cisco PA

Number of errors in the speech system while callers were trying to dial a party
by name

Total number of times callers were asked to access voice mail

All the counters are renewed when the Cisco PA server is restarted.

You can use Call History Information logs to help identify toll fraud on your system.
You can use the CiscoWorks2000 Syslog facility to write the collected information to
syslog. If not, Cisco PA writes the call history records to a series of 2-MB files called
PACallHistoryxx.log. Their numbers range from 00 to 99. Cisco PA will begin reusing
the logs once they reach the 2-MB limit.
Chapter Summary
In this chapter, you have learned about real-time and historical monitoring tools,
Subscriber and System reports, and maintenance practices. In particular, you have
learned how to do the following:

Describe Cisco Unity real-time monitoring tools

Use the real-time monitoring tools appropriately

Use Status Monitor

Describe how to use the Status Monitor program

Describe effective Cisco Unity maintenance procedures

Use Subscriber reports to manage message activity, distribution lists, storage

usage, and message traffic

Use System reports to monitor system performance through administrative access,

events on the system, port usage, and system configuration

View Cisco PA logs and counters

For additional information on the preceding topics, refer to these resources:

Cisco Unity System Administration Guide

White papers available at:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/index.htm

Chapter 7 of this book, "Cisco Unified Communications System Hardware"

Cisco Personal Assistant Administration Guide

Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

1: What are Cisco Unity real-time monitoring tools?

2: What information does the HTML-based Status Monitor application provide?

3: List the items to consider when maintaining a Cisco Unity server.

When generating a Cisco Unity report, which two file formats can you
4:
choose from to have Cisco Unity generate the report?

When running a Cisco Unity report, if you suspect that it will be larger than
5:
220 MB, which file format should you use?

If there are some Cisco Unity reports in queue and an administrator stops
6:
Cisco Unity, what happens to the reports?

A user is stating that their MWI does not turn on immediately after they
7: receive a message on their Cisco Unity voice mailbox. Which Cisco Unity
Subscriber report can you run to help troubleshoot this issue?

When you want to track which system administrator changed values in Cisco
8: Unity and what values they changed, which System report will help you
track these changes?

Which Cisco Unity report will help you determine how many times callers
9:
simply hung up from the opening greeting?

What are some of the PA statistics you can monitor by using Performance
10:
Monitor counters?
Part II: Cisco Unity Engineering

Chapter 7 Understanding Cisco Unified Communications

System Hardware

Chapter 8 Cisco Unified Communications System Software

Chapter 9 Cisco Unified Communications Integrations

Chapter 10 Unified Communications Networking

Chapter 11 Unified Communications Backup and Utilities

Appendix A Chapter Review Questions

Chapter 7. Understanding Cisco Unified
Communications System Hardware
Upon completing this chapter, you will be able to perform the following tasks:

Select the server platform specifications for Cisco Unity deployment and
understand how the choice of server platform affects the efficiency of the Cisco
Unity Voice Mail (VM) only and Unified Messaging (UM) capabilities

Use voice cards in Cisco Unity integrations with either a PBX alone or in
combination with a Cisco CallManager

Install additional hardware functionality that may or may not be supported by

the Cisco Technical Assistance Center (TAC)

A Cisco Unity server will be a heavily used network host in your network. The
hardware platform that you select should be constructed with this in mind. It is
imperative that you meet the minimum system specifications supported for use with
Cisco Unity. To facilitate ease of construction and to support issue resolution, Cisco
has specified hardware platform overlays. Platform overlays are varying options of
hardware and machine horsepower that are necessary for a variety of installation
scenarios or missions. Essentially, the platform overlays specify configuration of
processors, hard disk space, and memory for a specific server size or Cisco Unity
user population.

Cisco Unity support is not your sole concern overall in selecting a hardware
platform. Other functionality offered, but not necessarily deployed in every instance,
can also factor into the necessary horsepower of a server platform. An example of
this is the Cisco Personal Communications Assistant (CPCA) server functionality,
discussed later in this chapter.
Understanding Cisco Unity Server Hardware�Platform Overlays
As mentioned, Cisco has opted for a platform overlay model to specify platforms for Cisco Unity servers. The
platform overlays that are available provide a wide range of functionality and cost. The intent here is to make basic,
acceptable Cisco Unity performance available to all customers, from single server users to corporate enterprise
services.

Knowing the proper hardware to choose for specific deployments is important, to ensure that it performs properly
and meets your customer needs.

Cisco has created a five-level template. Beginning at level 1 and moving up to level 5, the robustness and
performance of the server increases. The basic configuration and specifications for each level are set for "acceptable"
performance.

To further facilitate ease of support, Cisco has certified specific hardware vendors. Each of these vendors offers a
server solution according to each platform overlay. These vendors are Hewlett-Packard/Compaq (one company now
that they have merged, referred to as HP for the remainder of the chapter) and IBM. Specific solutions will be
discussed along with each platform overlay. Dell solutions were previously sold, however they are no longer available
for purchase through Cisco for the Cisco Unity 4.0 product.

To benefit fully from this section, it is recommended that you have the following prerequisite skills and knowledge.
(If you need a quick review of either topic, see Chapter 3, "Setting Up Cisco Unified Communications," where you
can find more information.)

A solid understanding of the numbers and system needs of subscribers.

In-depth knowledge and understanding of the tasks necessary to install and configure the Cisco Unity system.

Table 7-1 shows the five levels of Cisco's platform overlay model. In the table, the amount of message storage time
is presented in hours. Two compression algorithms (coder/decoder [codecs]) are in use on Cisco Unity servers,
G.711 and G.729a. These two specifications are defined by the International Telecommunication Union (ITU) for
voice encoding/compression and transmission in digital form.

Table 7-1. Cisco Unity Platform Overlay Levels

Platform Platform Platform Platform Platform

Platform
Overlay Overlay Overlay Overlay Overlay
Overlay
Level 1 Level 2 Level 3 Level 4 Level 5
 Platform Platform Platform Platform Platform
Platform
Overlay Overlay Overlay Overlay Overlay
Overlay
Level 1 Level 2 Level 3 Level 4 Level 5

Platform MCS- MCS-7835H- MCS-7845H- MCS-7855I- MCS-

7815I- ECS1 ECS1 ECS1 7865I-
ECS1 ECS1
MCS-7835I- MCS-7845H- MCS-7855I-
MCS- ECS1 ECS2 ECS2 MCS-
7825H- 7865I-
ECS1 HP DL380-G3 MCS-7845I- HP DL580-G2 ECS2
single ECS1 dual
IBM x205 processor processor HP DL580-
MCS-7845I- G2 quad
HP ML370- ECS2 HP DL570-G2 processor
G3 single dual
processor HP DL380-G3 processor HP DL570-
dual G2 quad
IBM x235 processor IBM x255 processor
single dual
processor HP DL370-G3 processor IBM x255
dual quad
IBM x345 processor processor
single
processor IBM x235
dual
processor

IBM x345
dual
processor

Description Single Single Dual Quad capable Quad

processor processor processors capable
Dual
512 MB 512 MB RAM 1 GB RAM processors Quad
RAM processors
2 GB RAM
4 GB RAM

VM users 499 1100 2200 3000 3000

UM users 499 1599 2500 7500 7500

VM with
off-box
message
store users

Ports 16 32 48 72 72

Message 499 1100 2200 3000 3000

store users

CPCA 50 100 150 200 300

sessions

TTS 8 16 24 36 36
sessions
 Platform Platform Platform Platform Platform
Platform
Overlay Overlay Overlay Overlay Overlay
Overlay
Level 1 Level 2 Level 3 Level 4 Level 5

Approx. 25,604 or 25,604 67,270 134,731 134,731

message 28,580
storage (platform
(minutes) dependent)
G.711

Approx. 204,832 or 204,832 538,160 1,077,848 1,077,848

message 228,640
storage (platform
(minutes) dependent)
G.729

G.711 is a pulse code modulation (PCM), which uses a 64-kbps encoding scheme. G.729a is Conjugate Structure
Algebraic�Code Excited Linear Predicting (CSA-CELP), which uses an 8-kbps encoding scheme. G.711 is known as
"toll-quality" in the telephony world. This is typically the quality of the voice that is heard in day-to-day phone calls
on the legacy PSTN. G.729a provides near-toll-quality voice at 8-kbps per-call encoding, compared to G.711's 64-
kbps per-call encoding. The encoding bit rate is not necessarily proportionate to bandwidth utilization when
discussing voice over data networks. The encoded portion is carried as payload in data packets and therefore
requires additional overhead. The additional overhead varies based on several factors, including, but not limited to,
TCP header compression and Layer 2 of the Open System Interconnection (OSI) model framing type (not all frames
are created equally).

In Mean Opinion Scoring (MOS), a voice quality comparison study, most participants find it difficult to distinguish
between calls made using G.711 and calls made using G.729a. The difference between them is important due to
bandwidth restraints experienced across WAN links with Voice over IP (VoIP) calls (again referring to bandwidth
utilization per call). G.711 offers the best quality, but at a high bandwidth cost, whereas G.729 provides nearly the
same quality utilizing a fraction of the bandwidth, but with an increased latency of 10 to 20 ms due to
compression/decompression processing.

These codecs work in conjunction with IP telephony integration: Cisco CallManager and Session Initiation Protocol
(SIP). These codecs are important because when an integrated system is present, bandwidth utilization is a
consideration. Cisco CallManager 4.0 can be configured for G.729, G.711, G.723, G.728, G.722, wideband, and
global system for mobile communication (GSM). Cisco Unity only accepts G.729 and G.711 calls from a Cisco
CallManager, though. If Cisco CallManager is configured with any other codec to use with Cisco Unity, voice-quality
issues will likely arise. Bandwidth considerations are especially important if the Cisco Unity system and Cisco
CallManager exist at different sites.

NOTE

For a single call, Cisco CallManager allocates 80 kbps for a G.711 call and 24 kbps for a G.729 call. These
should be considered when planning a deployment.

Most significant to the needs of a Cisco Unity system is the dramatic effect of the codec selection on the size of the
message store, in minutes. Table 7-1 illustrates this point.

Selecting Cisco Unity Voice Messaging and UM Configurations

As shown in Table 7-1, some models of Cisco Media Convergence Server (MCS) platforms are offered in two
enterprise communications configuration options for Cisco Unity. These are known as ECS1 and ECS2
configurations. The ECS1 configurations are optimized for VM-only deployments, because each has extra hard drive
capacity and a redundant array of independent disks (RAID) configuration to support storage of messages on the
same server. In contrast, ECS2 configurations are optimized for UM deployments or for VM deployments in which
messages are stored on a separate server. These ECS2 configurations typically possess fewer RAID-configured hard
drives, which makes them more cost effective when the additional on-box message store capacity is not needed.
Understanding Cisco Unity Server Physical Storage Configurations

The new Cisco 7800 Series of MCSs showcase the updates in Cisco's recommended configuration for physical hard
disk and mass-storage devices for the Cisco Unity application. The ECS2 platforms are configured with 2 X RAID 1
hard drives for off-box message storage, whereas ECS1 versions typically have either 3 X RAID 1 or 2 X RAID 1 plus
RAID 10 arrays. These mass-storage configurations are designed to optimize platform input/output performance by
separating binaries, transaction logs, and databases onto their own RAID arrays.

All multiprocessor Cisco-supported servers carry multiple RAID volumes. A configuration with three RAID-1 volumes
is a server that has three RAID volumes and is optimized for installing Cisco Unity in a VM configuration with
Exchange 2000 on the same system. This setup allows binaries, transaction logs, and databases to reside on
separate hard drives.

A configuration with two RAID-1 volumes is a multiprocessor server (in Platform Overlays 4 and 5) that is
configured for a Cisco Unity system, which does not have the message store on the same system (off-box message
store). The binaries and transaction logs can be separated, but a third RAID volume is not necessary for the
Exchange databases.

The reference to two RAID-1 volumes in Platform Overlay 3 refers to a multiprocessor server, which can have
Exchange 2000 either on the same Cisco Unity system or on a separate system.

NOTE

A RAID 10 array is formed using a dual-layer hierarchy of RAID types. At the lowest level of the
hierarchy is a set of RAID 1 subarrays (for example, mirrored sets). These RAID 1 subarrays, in turn, are
then striped to form a RAID 0 array at the upper level of the hierarchy. The collective result is a RAID 10
array, as mentioned above.

When you are ordering the hardware for each platform, the part numbers will be formatted with ECS1 or ECS2 as a
suffix, such as:

MCS-7845H-ECS1

MCS-7845H-ECS2

Each of these is a 7845 MCS. However, the suffix of each platform immediately brings its capabilities into focus.

As is evident in Table 7-1, the selection of a hardware platform for just about any Cisco Unity subscriber-based need
is realistic. From single- to quad-processor solutions, varying degrees of RAID, and varying quantities of RAM, the
configuration of the server hardware is fairly straightforward. That, when coupled with the part-numbering scheme,
makes specification of customer requirements easier.

When you are using the failover options that are available to some platform overlay models, it is necessary for the
primary and secondary systems to have identical hardware specifications and the same number of voice-mail ports.
This allows the secondary system to take over voice-mail functionality if the primary Cisco Unity system becomes
unavailable on the network. These systems function at the traditional 10/100-Mbps Ethernet speeds, and are soon
to incorporate 1-Gbps Ethernet capabilities.

When you are configuring Cisco Unity failover, you must always install the message store off-box, on a separate
system, to make sure that messages are available even if one of the Cisco Unity systems becomes unavailable. Also
note that the TAC does not support any Cisco Unity server installation that is not running on a supported platform.

The following sections discuss each platform overlay separately. The discussion does not include all server models
currently available from each vendor. Table 7-1 lists the currently supported platforms for each platform overlay.

Using Platform Overlay 1

Obviously, Platform Overlay 1 is designed to provide the most basic needs of the deployment. These servers are
specifically designed, built, and tested for each individual deployment. These are lower-end servers, capable of
running Cisco Unity for a smaller implementation.

Platform Overlay 1 supports up to 16 ports, 499 VM/UM users (message stores), 8 TTS sessions, and 50 Cisco PCA
sessions. Typically this system assumes that you are using an 8-GB system partition for recovery and you are using
Exchange (voice-mail run-time) Standard edition. In UM deployments, the amount of storage time available for
messages is, of course, dependent on the Microsoft Exchange or Lotus Domino physical disk space capacity. Refer to
Table 7-1 for storage time specifications.

The MCS 7815 and MCS 7825 fall into Platform Overlay 1. These systems have a single processor and 512 MB RAM.
They ship with DVD-ROM and hard drives. The 7815 contains a single 40-GB hard drive, whereas the 7825 ships
with two 36-GB hard drives. IBM and HP have equivalent systems as well.

These systems fit the minimum requirements for Platform Overlay 1 in Cisco's model and are appropriate for small
office implementations.

Using Platform Overlay 2

Platform Overlay 2 is similar, in many ways, to Platform Overlay 1. The primary difference is in the hard drive
configuration. Whereas Platform Overlay 1 implements a single hard drive, Platform Overlay 2 implements a dual
drive system using RAID 1. This system represents an implementation suitable for moderately sized office
deployment.

Platform Overlay 2 supports 32 voice-mail ports, 1100 VM or 1599 UM users, 16 TTS sessions, and 100 Cisco PCA
sessions. This system assumes that you are using a 8-GB system partition for recovery and are using Exchange
(voice-mail run-time) Standard edition. In UM deployments, the amount of storage time available for messages is,
of course, dependent on the Exchange or Domino physical disk space capacity. Refer to Table 7-1 for storage time
specifications.

The MCS 7835 falls into Platform Overlay 2. This system ships with 512 MB RAM, a DVD-ROM drive, and dual 36-GB
hard drives that use RAID 1 drive mirroring. Also available is the IBM x345 server with 512 MB RAM, a DVD-ROM
drive, and a hard drive configuration that is identical to that of the MCS 7835.

Platform Overlay 2 offers some fault tolerance; however, it is somewhat limited on storage space.

Using Platform Overlay 3

For midsize to large deployments, Platform Overlay 3 is appropriate. This is a higher-end system that offers higher
redundancy and performance than Platform Overlays 1 and 2. This overlay specifies 1 GB RAM and five hard drives.

Platform Overlay 3 supports 48 ports, 2200 VM or 2500 UM users, 24 TTS sessions, and 150 Cisco PCA sessions.
This system assumes that you are using a 8-GB system partition for recovery and are using Exchange (voice-mail
run-time) Standard edition. In UM deployments, the amount of storage time available for messages is, of course,
dependent on the Exchange or Domino physical disk space capacity. Refer to Table 7-1 for storage time
specifications.

Cisco ships the MCS 7845 with dual processors, 1 GB RAM, and a DVD-ROM drive. The ECS1 version is built to
handle voice mail only with an on-box message store. It contains four 36-GB plus two 72-GB hard drives in a 3 X
RAID 1 mirrored configuration. The ECS2 version is built for unified messaging and an off-box message store. It
contains four 36-GB hard drives in a 2 X RAID 1 configuration.

IBM and HP offer comparable options as well. All have sufficient system specifications to match the requirements of
Platform Overlay 3.

Platform Overlay 3 systems can offer higher redundancy and symmetric multiprocessing capabilities along with
adequate storage space for user data.

Using Platform Overlay 4

For large deployments, those consisting of up to 7500 unified messaging users, 3000 voice-mail users, or 3000
message store users, Platform Overlay 4 is appropriate. Platform Overlay 4 offers the option of quad processors, but
requires only dual processors. This overlay specifies a 2-GB RAM minimum requirement.
Platform Overlay 4 supports 72 ports, 3000 VM or 7500 UM users, 36 TTS sessions, and 200 Cisco PCA sessions.
Refer to Table 7-1 for storage time specifications.

Cisco ships the MCS 7855 with dual processors, 2 GB RAM, and a DVD-ROM drive. The ECS1 version of this model
is optimized for VM-only deployments and on-box message store. The hard drive configuration contains four 36-GB
hard drives configured for 2 X RAID 1 arrays along with four 72-GB hard drives configured for RAID 10.

Platform Overlay 4 is suitable for larger deployments where redundancy and dependability are vital for the voice-
messaging system. The additional mirror set allows the separation of the Exchange transaction logs from the
application logs to minimize Exchange log stalling.

Using Platform Overlay 5

Platform Overlay 5 is the pinnacle of performance and redundancy in the Unity server arena. This system is suitable
for large to very large deployments of VM and UM.

Platform Overlay 5 supports 72 ports, 3000 VM or 7500 UM users, 36 TTS sessions, and 300 CPCA sessions. Refer
to Table 7-1 for storage time specifications.

The flagship of the Cisco server line is the MCS 7865, which ships with quad processors, 4 GB RAM, and a DVD-ROM
drive. The ECS1 version of this model is optimized for VM-only deployments and on-box message store. The hard
drive configuration contains four 36-GB hard drives configured for 2 X RAID 1 arrays along with four 72-GB hard
drives configured for RAID 10.

As with all platform overlays, IBM and HP offer equivalent server platforms.

Cisco Unity Supported Platforms List

Cisco keeps an updated list of certified platforms at Cisco.com. This site includes information on legacy server
platforms, current server platforms, and working customer platforms. For questions concerning issues of whether or
not Cisco Unity will run on a particular platform, go to

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_data_sheet09186a008009267e.html

The web page can also be reached by navigating to Cisco.com and clicking Products & Services > Voice and
Telephony > Cisco Unity > Product Literature > Data Sheets > Cisco Unity Supported Platforms List.

This page is updated regularly with the most current information regarding hardware platform support for Cisco
Unity servers. This page provides some of the best information available regarding Cisco Unity systems.

When ordering Unity 4.0, you can choose to order it as software-only or with all the items, such as the servers and
voice cards, as needed to build your complete system. The software-only version does not include Windows 2000
Server.

Cisco Systems provide an online tool called the Dynamic Configuration Tool that can assist you in choosing the
proper options for your Cisco Unity requirements. It also includes a configuration guidance option. When enabled, it
can determine system incompatibilities as you choose your options. You can access this tool by going to
http://www.cisco.com/order/apollo/configureHome.html. You must log in.

For more information on ordering guidelines for Cisco Unity 4.0, go to

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_quick_reference_guide09186a008011c984.html

Additional Hardware Considerations

There are several additional items you should consider when choosing a Cisco Unity server.

You can have multiple NICs for adapter fault tolerance (AFT) on a Cisco Unity system (this is also referred to as
network fault tolerance (NFT) by some server manufacturers). This technology provides a second backup connection
between your server and the hub or switch it is connected to. This is done by assigning one of your NICs as the
primary and the other as the backup (or secondary) NIC. In a typical setup, if your primary NIC fails, the connection
to the secondary NIC automatically becomes the active link. To use AFT/NFT you need two NICs installed in the
Cisco Unity system and they must be connected on the same network segment. One IP address is assigned to both
NICs and the operating system identifies only one NIC on the system.
There are some Cisco Unity servers and switch blades that come with Gigabit Ethernet. You can use this technology
with a Cisco Unity server. However, it is not required.

Understanding Cisco PA Hardware Requirements

The Cisco PA package has been mentioned previously in passing. The PA functions were discussed in Chapter 2,
"Using Your Cisco Unified Communications System." For now, however, it is important to understand the hardware
requirements that are necessary to properly deploy Cisco PA.

The MCS 7825H and MCS 7835H are well suited to run PA. Any of the overlay qualified systems will perform
adequately with PA. Figure 7-1 shows the MCS 7825H.

Figure 7-1. Cisco MCS 7825

The Cisco PA server software package includes ten user licenses and two speech-recognition sessions. Customers can
add more users by purchasing additional user licenses and increase automatic speech recognition (ASR) capabilities
by purchasing speech-recognition expansion sessions. Most customers require one speech-recognition session for
approximately 50 users; however, Cisco recommends a lower user-to-session ratio for enterprise customers with
high speech-recognition usage. Tables 7-2 and 7-3 summarize system capacity per server for the Cisco PA server
and the speech-recognition server.

Table 7-2. MCS 7825 and 7835 Capacity

Server
MCS-7825 MCS-7835
Installation

Cisco Speech- Cisco Speech-

TTS TTS
PA Recognition PA Recognition
Sessions Sessions
Users Sessions Users Sessions

Cisco PA Up to Supports 60 Supports Up to Supports 88 Supports

server, 2500 sessions 12 2500 sessions 12
speech- users sessions users sessions
recognition
server, and
enhanced
TTS server
installed on
different
systems of
the same
type

Cisco PA Up to Supports 48 Supports Up to Supports 52 Supports

server, 2500 sessions 12 2500 sessions 12
speech- users sessions users sessions
recognition
server, and
enhanced
TTS server
installed on
the same
system
 Table 7-3. Server System Capacity Using Acoustic Model
English.America[*]

Server 20,000 Names in Corporate 45,000 Names in Corporate

Installation Directory Directory

Cisco PA Speech- Cisco PA Speech-

Users[*] Recognition Users[*] Recognition
Sessions Sessions

Cisco PA Up to 2500 Supports 60 Up to 2500 Supports 72

server and users sessions users sessions
speech-
recognition
server installed
on different
MCS-7835H or
MCS-7835I
systems

Cisco PA Up to 2500 Supports 48 Up to 2500 Supports 40

server and users sessions users sessions
speech-
recognition
server installed
on the same
MCS-7835H or
MCS-7835I
systems

[*] Cisco PA supports 15,000 BHCA. Divided by an estimated six calls per person per hour, approximately 2500 users can be supported. See the Cisco Personal Assistant Design Guide for detailed
deployment scenarios.

IP Phone Productivity Services should be deployed on a corporate web server or a separate server from the Cisco PA
server and speech-recognition servers.

To properly understand the information represented in Tables 7-2 and 7-3, some terminology must be defined first:

Busy hour call attempts (BHCA)� The BHCA is the number of calls placed (or attempted) in a continuous
1-hour period, lying wholly in the time interval concerned, for which the traffic or the number of call attempts
is greatest. BHCA capacity is one of the primary metrics in determining the capacity and capabilities of a
telephone switch.

Acoustic model� Used with ASR in the Cisco PA, the acoustic model is essentially the language database or
dictionary to be used (or recognized as the case may be). Currently, Cisco Unity contains acoustic models for
American English, U.K. English, French, French Canadian, and German.

For acoustic models other than English.America, a Cisco Unity administrator can expect performance capacity
ranges as follows:

Approximately the same performance capacity for other locales with a similar acoustic model (plus or minus 5
percent).

Approximately 5 to 10 percent reduced performance capacity for each additional locale running on the same
PA speech server (for example, multiple acoustic models in simultaneous operation on one server).
In a typical enterprise, Cisco PA servers can be scaled into N+1 configurations to provide redundancy. They can also
be deployed in distributed environments. Multiple Cisco PA servers can be configured into a single environment and
then associated with a single Cisco CallManager cluster or multiple clusters, if desired.

For further information on provisioning, refer to the Cisco Personal Assistant Design Guide available at Cisco.com.
As with all products associated with Cisco CallManager, the Cisco PA system administrator must understand the
impact of configuration decisions on the Cisco CallManager environment.

The ASR server can support a maximum of 45,000 entries for accurate recognition in the standard configuration
with the English.America.3 acoustic model. Cisco PA can be configured to allow users to clarify duplicate name
matches (when searching for subscribers in the directory) by department or location. Refer to the Cisco Personal
Assistant Design Guide for instructions on procedures that handle larger deployments.
Using Unified Communication Voice Cards
Voice cards are used in Cisco Unity integrations with a circuit-switched PBX either
alone or in combination with a Cisco CallManager. Using voice cards is also necessary
in the implementation of a Cisco Unity Bridge server to communicate with an Octel
voice-mail node. The type of PBX used in the integration dictates the type of voice
card(s) necessary for the integration. The total number of voice-mail ports that will
be connecting the PBX is the determining factor in calculating the number of cards
necessary to provide adequate port capacity for the integration. When integrating
solely with a Cisco CallManager or SIP, voice cards are not required.

Knowing the proper voice cards to choose for specific deployments is important, to
ensure that they meet your customer needs.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Basic knowledge of Cisco Unity system integrations (see Chapter 1, "Cisco

Unified Communications System Fundamentals")

Understanding of available Cisco Unity integration methodologies (see Chapter

9, "Cisco Unified Communications Integrations")

A voice card can be seen essentially as a collection of 4, 12, or 24 single-line

extensions on a single card. These voice cards are used in Cisco Unity integrations
with a circuit-switched PBX either alone or in combination with a Cisco CallManager.
All communications between the PBX and the Cisco Unity server occur across the
voice card connections. This is not the case with CallManager integrations because
all communications take place over the IP network infrastructure.

It is also possible to use voice cards in the implementation of a Cisco Unity Bridge
server to communicate with an Octel voice-mail node. Cisco Unity Bridge
communicates with Octel voice-mail systems over the PSTN using Octel's analog
messaging protocol. The Cisco Unity Bridge uses a four-port Brooktrout voice card.

The installed voice cards in a Cisco Unity system run as a software service in
Microsoft Windows 2000 Server. Each voice card is dependent on its individual
service for functionality. As the boot process of the Cisco Unity server completes, the
voice cards initialize and start their services. If the services do not properly initialize,
the Cisco Unity services will be unable to start.

Through the combined efforts of the hardware and software, voice cards perform the
same functions as a typical telephone user. The voice card can initiate a call, send
dual-tone multifrequency (DTMF) tones, and interpret tones on the phone line as
dial-tone, ringback, or busy signals. The voice card can interpret DTMF tones it
receives to perform digit analysis. Each function allows it to coexist with, and
send/receive information to/from, the Cisco Unity server.
A second function that voice cards perform is modulation and demodulation. This is
the process of converting digital signals to analog (and back) as necessary when
performing playback of digital files that the voice card receives from Cisco Unity
(either system prompts or a subscriber's recorded greeting). This is necessary
because the greetings and system prompts must be played over the analog PSTN to
the subscriber or outside caller. The same is true when analog-to-digital conversion
takes place. That is when a message, greeting, or voice name is spoken over the
telephone network and is then converted into a digital file residing on a server's
hard drive.

Installing Voice Card Hardware

As mentioned, the voice cards are available in 4-, 12-, or 24-port versions. The cards
can be installed in any Cisco Unity server that meets the minimum hardware
requirements mentioned in any of the five overlay templates. Each voice card is
manufactured by Intel/Dialogic. Industry Standard Architecture (ISA) voice cards are
not supported for new Cisco Unity 4.0 installations or upgrades. Use the
documentation provided with each voice card, and make sure to follow the warnings
and precautions so that you do not damage the hardware during installation and
configuration.

If the Cisco Unity system installation is performed outside the United States and is
connecting directly to a central office using an analog loop, it may be necessary to
install inline telco filters on the Intel/Dialogic voice cards to filter tax impulse
signals. You can find more information about this in the Intel/Dialogic
documentation that ships with the voice cards.

The Intel/Dialogic D/41EPCI, D/41JCT-LS, and D/41JCT-Euro voice cards are meant
for use with all circuit-based switches using DTMF or Simplified Message Desk
Interface (SMDI) integration. Each card provides

Four-port analog digital signal processor (DSP) card.

Four RJ-11 connectors.

All cards in one system share the same interrupt request (IRQ) and base
memory address.

Set SW2 switches to off as shown in the Cisco Unity Installation Guide.

Set jumpers JP2 through JP7 as shown in the Cisco Unity Installation Guide.

A 16-position rotary switch (SW1) manually identifies each card in a system;

the first card is set to ID 1, the second is set to ID 2, and so on.

Each card is configured using Dialogic Configuration Manager (DCM), Dialogic's

configuration utility. This utility writes information into the Registry.
The Intel/Dialogic D/120JCT-LS (uPCI, Rev 2) and D/120 JCT-Euro (uPCI) voice cards
are quite similar to the four-port version. They provide the following:

12-port analog DSP card.

Uses six RJ-14 connectors; ports 1 and 2 use the top connector and ports 11
and 12 use the bottom connector.

All cards in one system share the same IRQ and base memory address.

A 16-position rotary switch (SW100) manually identifies each card in a system;

the first card is set to ID 1, the second is set to ID 2, and so on.

Set SW1 to On-hook for each card; otherwise, they will not answer calls.

Each card is configured using -DCM. This utility writes information into the
Registry.

Cisco recommends using the newer Universal (3.3Vdc or 5Vdc dual voltage)
Peripheral Component Interconnect (PCI) versions of the D/120JCT-LS and the
D/120JCT-Euro cards, rather than the older, single-bus voltage (5Vdc) versions of
the cards. Note that older (Revision 1) LS cards are still supported for use with Cisco
Unity version 4.0(x).

The Intel/Dialogic D/240PCI-T1 voice card provides 24-port service. This connection
is accomplished via a single RJ-48 (8-pin modular) connector. This connection uses
T1 TDM technology. It provides the following:

24-port T1 DSP card.

Uses one RJ-48C connector.

All cards in one system share the same IRQ and base memory address.

A 16-position rotary switch (SW100) manually identifies each card in a system;

the first card is set to ID 1, the second is set to ID 2, and so on.

Each card is configured using the Dialogic Configuration Manager (DCM). This
utility writes information into the Registry.

The Intel/Dialogic voice cards are useful in many configurations. These represent the
core of the Cisco Unity voice card options.

The Brooktrout Technology TR114+P4L voice card, while similar to the

Intel/Dialogic, offers additional flexibility. It is a four-port card that uses a single RJ-
45 connector and is used only with a Cisco Unity Bridge. It cannot be used in any
other capacity with a Cisco Unity system.

Each card is supplied with a cable that has an RJ-45 plug at one end and four RJ-14
connectors at the other end. All cards in one system share the same IRQ (10) and
base memory address.

Because Brooktrout PCI analog voice-and-fax cards are designed for the PCI
expansion bus, the interrupts and memory (I/O) addresses used by the cards are
assigned by the platform BIOS, not by configuring jumpers or switches.

Refer to the Cisco Unity Bridge server hardware documentation to determine how to
configure the platform to assign IRQ 10 to expansion slots used by PCI voice-and-
fax cards. Figure 7-2 shows a typical voice card.

Figure 7-2. Cisco Unity Voice Card

Installing Optional Hardware

Occasionally, you may need additional hardware functionality for your Cisco Unity
system. In such situations, you need to make sure to choose hardware that is
supported by Cisco Unity. It can range from the simple external modem to virtually
any functional configuration that can be contrived. This section focuses on the
optional hardware that is supported and unsupported with Cisco Unity.

Knowing the proper optional hardware to choose for specific deployments is

important, to ensure that it performs properly and meets your customer needs.

Optional Supported Hardware

The following optional hardware is supported for use with Cisco Unity 4.0(x):

External modem� This is used with the Symantec pcAnywhere, which has
been selected as the Cisco TAC remote-access method. Note that modems and
Symantec pcAnywhere software must be provided by the customer. The option
may also exist to use Remote Desktop capabilities. Cisco recommends an
external V.34 modem rather than an internal modem because the external
modem does not use a slot in the system or the PCI subsystem resources,
which an internal modem may require. This is more of a concern when
 integrating Cisco Unity with circuit-switched telephone systems that require
voice cards. An external modem uses system resources, but it uses only one
IRQ and I/O port map.

Allocation� Some configurations may require three serial ports (Cisco Unity
servers normally have two serial ports). You may have a situation where you
need a serial port for an external modem, a UPS, and a serial data connection
for your telephone system. In this case, an internal modem may be used
instead.

Tape drives for system backup� A tape autoloader may also be attached to
a Cisco Unity server, although network backup to a dedicated backup server is
recommended for high-capacity backup and recovery scenarios.

Uninterrupted power supply� A UPS can be connected to a Cisco Unity

server by a serial cable.

Additional storage� Directly connected chaining of additional mass storage

onto a RAID channel or channels hosted via a Small Computer System
Interface (SCSI) controller or a Fibre Channel host bus adapter inside the
server.

Note

Cisco TAC is unable to assist with this hardware setup or with

problems related to this storage configuration. Consult with the
server vendor for any issues related to this configuration.

Dual NICs� You can use two or more network interface cards (NICs) to form a
fault-tolerant team, sharing the same IP address (active-passive configuration).

Out-of-band management cards� The following cards are supported for use
with Cisco Unity 4.0(x):

- HP Remote Insight Lights-Out Edition, all versions

- IBM Remote Supervisor Adapter, all versions

Optional Unsupported Hardware Configurations

Hardware that has not been qualified for use with Cisco Unity is not supported for
use on or connected to a Cisco Unity server. Cisco TAC will ask that it be removed,
disconnected, or disabled during troubleshooting.
The following are hardware configurations that are not supported:

Multiple NICs for load balancing� When a Cisco Unity server has dual NICs
and each is set up for different network segments, messages may not be
delivered when using Exchange 2000. In addition, when someone calls into
Cisco Unity, they may hear the standard prompts, but Cisco Unity may not
hear the caller speaking.

Storage area networking� Remote data storage connectivity through frame

or packet switch fabrics or networks, such as Fibre Channel, InfiniBand, or IP
packetization, is not supported. Installation or relocation of Cisco Unity
software, required Microsoft components, or the associated log files onto disks
other than the physical disks that are a part of a Cisco Unity server are not
supported.

Multiple IP addresses� Multip

Chapter Summary
In this chapter, you have learned about the following:

The hardware specifications necessary to support Cisco Unity and PA

The voice cards used for Cisco Unity and Cisco Unity Bridge server

Optional hardware for Cisco Unity

Optional unsupported hardware for Cisco Unity

For additional information on the preceding topics, refer to these resources:

Cisco Unity Supported Platforms List, at

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_data_sheet09186a008009267e.html

Cisco Personal Assistant Data Sheet, at

http://www.cisco.com/en/US/products/sw/voicesw/ps2026/products_data_sheet09186a00800a1763.html

Cisco Unity, Selecting Hardware, at

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_implementation_design_guide_chapter09186a00801187

Cisco Unity System Requirements, and Supported Hardware and Software, available at Cisco.com.
Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

List two hardware manufacturers that are certified to provide Cisco Unity
1:
server and PA server functionality.

Which overlay template supports quad-processor capabilities, but does not

2:
require it?

Which voice card provides the highest density of ports available for a Cisco
3:
Unity server?

4: Which voice card(s) provides four-port connectivity?

5: List three types of optional hardware that are supported by the Cisco TAC.

List two types of unsupported hardware configurations that are not

6:
supported by the Cisco TAC.

What codecs can you use when integrating Cisco CallManager with Cisco
7:
Unity?

8: List three unsupported hardware configurations for Cisco Unity.

What type of modem is typically recommended for use with the Cisco Unity
9:
system?

10: How many voice ports does the Intel/Dialogic D/240PCI-T1 card provide?
Chapter 8. Cisco Unified Communications System
Software
Upon completing this chapter, you will be able to perform the following tasks:

Describe Cisco Unity for Microsoft Exchange and Lotus Domino architectures

Describe the Cisco Personal Assistant (PA) architecture

Describe the software needed to perform a successful installation of Cisco

Unity for Exchange and Domino configurations

Describe the Cisco Unity system installation

Describe the use of Cisco Unity Server Preparation Assistant (CUSPA) and Cisco
Unity Installation and Configuration Assistant (CUICA)

Describe the upgrade process for Cisco Unity and Cisco PA

This chapter starts by describing different types of unified communications

architectures offered by Cisco, including Cisco Unity for Exchange, Cisco Unity for
Domino, and Cisco PA. It then describes the software requirements that are
necessary to successfully install these products, and explores the installation process
for a Cisco Unity installation, including the steps for using CUSPA and CUICA.
Finally, it examines the upgrade process for the Cisco Unity Unified Messaging (UM)
systems.

Cisco Unity and Cisco PA are built upon an involved architecture. Knowing the
structures will help you perform a smooth and healthy installation and maintain the
system. Understanding how the different software components interact with the
Cisco unified communications products will help you to troubleshoot the products.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Knowledge of the different unified communications hardware (see Chapter 7,

"Understanding Cisco Unified Communications System Hardware")

Knowledge of the way Cisco Unity and Cisco PA handle calls (see Chapter 2,
"Using Your Cisco Unified Communications System")

General knowledge of Cisco Unity and Cisco PA features (see Chapter 1, "Cisco
Unified Communications System Fundamentals")
General knowledge of Cisco CallManager and Telephone systems (see Chapter
1)
Understanding the Cisco Unity for Exchange Architecture
The foundation of the Cisco Unity architecture is the hardware. You can purchase
Cisco Unity on several different platforms. (For more information or to review this
topic, take a look at Chapter 7, "Cisco Unified Communications Server Hardware.")
Cisco Unity uses Microsoft Windows 2000 Server (or Windows 2000 Advanced
Server) as its operating system. Cisco Unity stores a small amount of user data on
Windows 2000 Server or Microsoft Windows Server 2003 Active Directory (AD);
however, it uses an SQL database to store all of its information.

Figure 8-1 illustrates the Cisco Unity 4.0 unified architecture with Exchange message
store.

Figure 8-1. Cisco Unity 4.0 Unified Architecture with Exchange

Message Store

The Cisco Unity system console screens are HTML-based windows. It uses Microsoft
Internet Explorer 6.0 with Service Pack 1 (SP1) to provide the HTML screens.
Netscape is currently not supported.

When you use the Cisco Unity Administration Active Server Pages (ASP) to add,
delete, or modify a Cisco Unity subscriber, you are modifying the SQL database.
Cisco Unity stores information about Cisco Unity subscribers, as well as selected
Cisco Unity configuration data, in a Microsoft SQL Server 2000 server. Cisco Unity
uses either Microsoft Data Engine (MSDE 2000) or Microsoft SQL Server 2000
software depending on your Cisco Unity configuration and customer requirements.
This is really based on the number of subscribers and number of ports the
configuration requires. If the system will be set up with 32 ports or less, then MSDE
can be used. For systems that require more than 32 ports, MS SQL Server 2000 is
required.

When there are two or more Cisco Unity servers on an AD forest or Microsoft
Exchange 5.5 directory, a small amount of information is stored on each SQL
database of the other subscribers. The Cisco Unity Directory Monitor synchronizes
the information in the MS SQL Server 2000 database with information in AD or in
the Exchange 5.5 directory. If Cisco Unity information is changed by using another
type of application, such as when you modify subscriber data by using AD Users and
Computers, then the Cisco Unity Directory Monitor automatically discovers the
change and propagates the change to the MS SQL Server 2000 database
accordingly. If it is changed in SQL first, the information is then passed to Microsoft
Windows AD through either the Microsoft Active Directory Connector (ADC) for
Exchange 5.5 or the AD Connector for Microsoft Exchange 2000 or Microsoft
Exchange 2003. This choice is made during the Cisco Unity installation process.

Cisco Unity has the ability to store voice-mail messages in an Exchange 2000, 2003,
or 5.5 Message Store, or in a Lotus Domino message store. On some Cisco Unity
configurations, Exchange is installed on the same system as the Cisco Unity server.
In this type of configuration, the message store that Cisco Unity uses is local to the
server. In other Cisco Unity setups, Exchange can be installed on one or more other
servers, where the message store may or may not be local to the Cisco Unity
system.

In these solutions, some or all of the subscribers may have their Exchange
mailboxes on other Exchange servers. Cisco Unity can have subscribers on multiple
Exchange servers. When you create a subscriber from Cisco Unity, you specify which
message store it will use or you can import a user from any message store that is
visible to Cisco Unity.

If Cisco Unity is using an off-box Exchange server as its message store and the Cisco
Unity Message Repository (UMR) discovers that it is unavailable, new subscriber
messages will be stored on the Cisco Unity server until the Exchange server becomes
available again.

Cisco Unity can also have subscribers on either active/active or active/passive

clusters. When using active/passive clustering, Cisco Unity can have subscribers only
on two-node clusters. Cisco Unity cannot be installed on an Exchange server cluster.
Cisco Unity does not support Exchange 5.5 clustering.

Cisco Unity 4.0 can reside within a Windows Server 2003 AD network. You can
upgrade your existing Microsoft Windows 2000 Domain Controller (DC), Global
Catalog (GC) servers, and member servers to Windows 2003 servers . Before you do
so, review the notes in the following online document, which provides more details
on the types of upgrade and current options and limitations:
http://www.cisco.com/warp/public/788/AVVID/MS_2003.pdf
Telephone Systems and Cisco Unity with Exchange

Whether you integrate Cisco Unity with a Cisco CallManager or a circuit-based

telephone system, you need a physical connection between the two. The physical
connection for the Cisco CallManager integration is a connection to the site's LAN or
WAN. This is also true when you are connecting to a SIP proxy server.

The connections for a circuit-based telephone system are physical; voice cards are
installed on the Cisco Unity server and, in some integrations, a serial link is installed
that carries call information and message waiting indicator (MWI) information. A
discussion of various voice cards appears in Chapter 6.

You also need software drivers and a TAPI service provider (TSP) to run the
hardware, and a software interface to configure and modify the TSP settings. The
Cisco Unity Telephony Integration Manager (UTIM) installs the TSP provided by the
manufacturer of the device that communicates with the telephone system. It can
also be used to manage the different types of integrations configured on the Cisco
Unity system, such as for Cisco CallManager or Session Initiation Protocol (SIP). A
maximum of two integrations is currently supported. This means that you can have
a telephone switch and one or more Cisco CallManagers installed on the system. Or
you can have a SIP proxy server and also Cisco CallManager integration.

Once Cisco Unity is configured, you can reach UTIM in either of two ways. You can
go to the Control Panel and click Phone and Modem Options, click the Advanced
tab, choose Cisco Unity-CM TSP, and click Configure. The second way is to go
through the Tools Depot: choose Start > Programs > Unity > Cisco Unity Tools
Depot.

Here are some of the actions that you can perform with UTIM for Cisco CallManager
configurations:

Assign the IP address of the primary CallManager and secondary servers.

Assign the Cisco CallManager device name prefix of the voice-mail ports.

Assign the IP port number used to connect to CallManager.

Verify the connection between CallManager and Cisco Unity. Basically, UTIM
pings the CallManager and verifies that each voice-mail port is configured
correctly on the primary server. If there is a secondary server, UTIM will verify
that configuration as well.

Assign the MWI numbers.

Add/remove ports to a particular integration. You can have more than one
Cisco CallManager cluster configured on a Cisco Unity system.

Choose to schedule MWI synchronization or manually force it.

 Set up automatic gain control. Cisco Unity automatically adjusts the volume of
phone messages or subscriber greetings to match a specific target volume.
You can choose to disable this feature.

Figure 8-2 illustrates UTIM with a CallManager integration and a telephone system
integration setup.

Figure 8-2. Cisco UTIM Tool

[View full size image]

When Cisco Unity receives a voice-mail message, it passes the subscriber messages
to the appropriate Exchange message store. The message is then placed into the
Cisco Unity subscriber's Exchange Inbox, which is part of the Exchange Information
Store (IS).

The following example indicates what happens when an outside caller (also known as
an unidentified caller) leaves a message for a subscriber:

1. The caller dials a subscriber's extension. If the extension is busy or set to

forwarded-all, or the subscriber is away from their desk (also known as no
answer in Cisco CallManager), the call is forwarded to Cisco Unity with the
information of who called, the intended subscriber, and the reason why the call
was extended to Cisco Unity.
 2. When Cisco Unity receives the call, it answers it, looks up the subscriber's
information that is stored in the MS SQL server, finds the subscriber's
greeting, and plays it for the outside caller. Then, it prompts the caller to leave
a message. The Cisco Unity server keeps the subscriber greeting locally in a file
instead of in AD.

3. After the caller hangs up, the message is temporarily stored locally on the
Cisco Unity server's hard disk.

4. Cisco Unity attempts to send the message to the Exchange server, which in
turn delivers the message to the subscriber's home server. (This may or may
not be the Cisco Unity server.) Then the Exchange server stores the message in
the subscriber's mailbox.

If the Exchange server's attempt to deliver the message to the subscriber's

home server is unsuccessful, Exchange queues the message and tries again at
a specified interval. By default, this interval is set to retry every 10 minutes for
a period of 24 hours. If the message is unsuccessful for that period, Exchange
then delivers the message to the Unaddressed Messages public distribution list,
which is created by Cisco Unity during installation.

While Cisco Unity is temporarily storing that message locally, if network issues
exist or Cisco Unity cannot contact the Exchange server that it communicates
with, Cisco Unity retains the message until Exchange becomes available again.
If the subscriber's mailbox is full, the message is not delivered to that
subscriber. Instead, it is sent to the Unaddressed Messages distribution list.

NOTE

Cisco Unity will continue to answer calls, play greetings, and record
messages for subscribers as long as it is running. This gives callers the
opportunity to perform these things even though Cisco Unity may not
be communicating with an off-box Exchange server at the time.
However, when a subscriber calls to retrieve messages during this time,
they receive a greeting that indicates Cisco Unity is temporarily
unavailable.

5. Cisco Unity continually monitors all subscriber mailboxes. When it notices a

change in state for a mailbox, it uses the Messaging Application Programming
Interface (MAPI) to find out what happened. If it identifies the change as a new
voice-mail message, it generates an MWI request (on or off, depending on the
state change). By default, Cisco Unity will notify subscribers only of new voice-
mail messages. Subscribers can, however, configure their mailbox to receive
notification on new e-mails by using Cisco Unity Assistant > Message
Notification and choosing the e-mail option.

Cisco Unity can be set to use several different methods to notify subscribers:
 When a subscriber has a phone that is connected to a phone system or Cisco
CallManager, Cisco Unity turns on the subscriber MWI on the subscriber's
phone.

When Cisco Unity is set up for UM, the messages appear in the subscriber's e-
mail inbox.

Cisco Unity also has other Message Notification options that are configurable
through the Cisco Unity Assistant. A subscriber can configure their personal
options to have Cisco Unity call one or more phones or pagers, or send an e-
mail to a text pager to notify the subscriber that they have received a new
voice-mail message.

When a subscriber leaves a message over the phone, Cisco Unity responds very
similarly to how it responds when an outside caller leaves a message, as just
described. The conversation played for the subscriber is slightly different because
the subscriber has extra options that the outside caller does not have, such as the
ability to change personal settings. The message left is also identified by the
subscriber's information instead of from arriving from the Cisco Unity Messaging
System mailbox. For example, Cisco Unity can play the following before the message
is heard: "From extension one, zero, zero, one."

The main differences in how Cisco Unity responds come into play when either the
network is having issues or one or more of the Exchange servers on the network are
not up and working properly. In these situations, the following can occur:

When the intended subscriber's home Exchange server is down, or the caller's
home Exchange server and Cisco Unity cannot contact the recipient's home
Exchange server because of network issues, the message resides on the caller's
home Exchange server until both Exchange servers start communicating again.

When subscribers are configured on multiple Exchange servers, and a voice-

mail message is left for a subscriber, Cisco Unity sends out the message to one
of the Exchange servers. If the intended Exchange server is down or there are
network issues preventing connection to that server, then all subscriber-to-
subscriber messages are stored locally on the Cisco Unity server until that
Exchange server becomes available on the network again.

The following example indicates what happens when a subscriber listens to a

message over the phone:

1. A subscriber calls into Cisco Unity over a phone by entering their extension
followed by their password. If the calling party's call is identified by Cisco Unity
as a direct call from a subscriber, then Cisco Unity prompts for their password
only.

2. When the subscriber enters their password, Cisco Unity checks its SQL
database to verify whether the password entered is correct.
 When the password is correctly entered, Cisco Unity logs in to the subscriber's
mailbox using MAPI. If the subscriber's home Exchange server is down or there
are network issues preventing connection to that Exchange server, Cisco Unity
tells the subscriber that the mailbox is currently unavailable. If messages were
left for that subscriber during the down time, Cisco Unity asks the subscriber if
they would like to listen to those messages. These messages are being held by
Cisco Unity locally until it can communicate with the targeted Exchange server
again.

In a normal situation, however, the subscriber simply follows the Cisco Unity
conversation to listen to their messages. When a voice-mail message is played,
it streams from the subscriber's home Exchange server to Cisco Unity (which
can actually be the same server, depending on the configuration) and then to
its targeted phone system to play on the subscriber's phone.

NOTE

When a subscriber listens to messages over the phone, either by

calling Cisco Unity directly or by using ViewMail (or the Domino Unified
Communication Services [DUCS] client) to call a phone and then
listens to a message, a voice-mail port is used on the Cisco Unity
server. However, if the subscriber uses ViewMail and their computer
speakers to listen to the messages, a port is not used. This decreases
the load on the Cisco Unity server and keeps more ports available on
the Cisco Unity system for other purposes.

3. After hearing the complete message, the subscriber has the option to follow
the Cisco Unity prompts to save, delete, or listen to the message again. While
the message is playing, the subscriber also has the option to delete it without
hearing the entire message.

A guide to the software components that make up the Cisco Unity system is
provided later in this chapter in the "Understanding Unified Communications
Software" section.
Understanding the Cisco Unity for Domino Architecture
The Cisco Unity for Domino architecture is very similar to the Cisco Unity for
Exchange architecture; however, this configuration uses Domino as the message
store. MS SQL Server 2000 or MSDE components communicate with Domino
through a Domino connector, which is specified during the Cisco Unity installation
process. Lotus developed the Domino Unified Communications Service (DUCS) for
Domino, which can be used to integrate Domino with Cisco Unity. The collaboration
between Cisco Systems and IBM/Lotus resulted in the Cisco Unity UM for Domino.
This enables Cisco Unity to provide UM capabilities in Domino.

DUCS must be installed on a Domino directory server in every domain and on each
Domino messaging server where a Cisco Unity subscriber mailbox resides. Currently,
DUCS requires Domino Version 5.0.10 or 5.0.11 for Cisco Unity 4.0(1). In addition,
Cisco Unity 4.0(2) supports Domino 5.0.12, and Cisco Unity 4.0(3) and later
supports Domino 6.0.0, 6.0.1, and 6.02.

Lotus Notes software, which is the e-mail client for Domino, must also be installed
on the Cisco Unity platform. This supplies the message notification function for
Cisco Unity for Domino.

The Cisco Unity for Domino configuration is supported only in a UM environment in

which Domino services are installed off the Cisco Unity platform. Failover is currently
not supported for Cisco Unity UM for Domino.

Figure 8-3 illustrates the Cisco Unity 4.0 unified architecture with a Domino message
store.

Figure 8-3. Cisco Unity 4.0 Unified Architecture with a Domino

Message Store
Understanding Cisco PA Architecture
Windows 2000 Server is also used for Cisco PA 1.4. It is installed on a separate
server with Cisco-supported hardware. The supported platforms are discussed in
Chapter 7.

Cisco PA software consists of three major components: Cisco PA Server, PA Web

Administration, and PA Speech Recognition Server. For performance purposes, you
may choose to install the optional Speech Recognition software on a separate server.
In addition, Cisco IP Phone Productivity Services can be installed on a separate
server. This enables some of the PA features to be accessed from the display of Cisco
7940, 7960, and 7970 phones. The integration options to either view your Microsoft
Outlook calendar on the display phone or to use routing rules based on your
calendar require Exchange 5.5 or later. These features are currently not supported
with Domino.

Cisco PA 1.4 integrates with Cisco CallManager 3.2 or later. For name lookups in the
corporate directory, a directory server such as Cisco CallManager's DC directory
server is required. (You can use a third-party directory service, such as Microsoft
Active Directory or Netscape Directory Services).

Voice-mail functionality is added through the integration of Cisco Unity Version 3.1
or later with Exchange 2003, Exchange 2000, or Exchange 5.5 and PA 1.4(3) or
later. Or you can use Ayaya Octel Messaging as the messaging system.

PA works together with several components on an IP telephony configuration. Some

components, such as Cisco CallManager, need to be configured to work with PA.
Other components do not have the same requirements, but also interact with PA.
Before you deploy this solution, it is recommended that you have a fully functional
Voice over IP (VoIP) network in place.

You can have one PA server per Cisco CallManager cluster. However, one PA server
can interact with several Cisco CallManager clusters.

Figure 8-4 illustrates the Cisco PA architecture.

Figure 8-4. Cisco PA Architecture

[View full size image]

Understanding Unified Communications Software
Being familiar with the structures that Cisco Unity and PA are built upon will help you to
perform a smooth and healthy installation and maintain the system. Understanding how
the different software components interact with the Cisco unified communications products
will help you when you are troubleshooting the products.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated chapter,
where you can find more information on the topic.)

Understanding of the models presented in the "Understanding the Cisco Unity for
Exchange Architecture" and "Understanding the Cisco Unity for Domino Architecture"
sections of this chapter and how they work together to provide solutions

Familiarity with the different hardware overlays (see Chapter 7)

Using System Software for Cisco Unity for Exchange

As previously mentioned, Cisco Unity systems have Windows 2000 Server installed. When
installing it, you choose different options depending on what platform you install it on.

If you use Cisco Unity Platform Overlay 1, 2, and 3 servers (in English, German, or French),
Windows 2000 Server is required.

For Cisco Unity Platform Overlay 4 and 5 servers, Windows 2000 Advanced Server (in
English, German, French, or Japanese) is required when performing a new installation,
replacing an existing system, or purchasing an additional Cisco Unity Platform 4 or 5 server.

If the system is not purchased from Cisco, you must purchase Windows 2000 Advanced
Server for these platforms. Windows 2000 Advanced Server is also supported, but not
required, on Platform Overlays 1, 2, and 3. Microsoft Windows 2000 Professional, Microsoft
Windows 2000 Datacenter Server, and any edition of Microsoft Windows Server 2003 are
currently not qualified to be installed on a Cisco Unity server itself. However, Cisco Unity
can reside on a Windows 2003 Active Directory network. Upgrading existing Platform
Overlays 4 and 5 to Windows 2000 Advanced Server is not required, but is recommended.

Cisco Unity Software Requirements with Exchange

For Cisco Unity to function properly, the following Windows 2000 Server components must
also be installed: Internet Information Server (IIS), Microsoft Windows 2000 Service Pack 3
(SP3), Message Queuing Services, and Network News Transfer Protocol (NNTP). Microsoft
Windows Terminal Services should also be installed for troubleshooting purposes. Service
Pack 4 (SP4) can also be installed after Cisco Unity has been successfully installed. Microsoft
AD needs to be installed on the Cisco Unity server if Cisco Unity will be in VoiceMail�only
configuration and, therefore, in its own domain. If, however, Cisco Unity will be joining an
existing domain as a member server, the AD option is not installed on the Cisco Unity
server. The Cisco Unity server should not act as a Domain Name System (DNS) or Dynamic
Host Configuration Protocol (DHCP) server for the network.
Which Windows 2000 Server CD-ROM you should use for installation of the operating
system depends on from whom you purchased the Cisco Unity server. If the server you
intend to use for Cisco Unity was purchased from Cisco, you would install Windows 2000
Server from the Platform Configuration CD-ROM that came with the Cisco Unity server
bundle. However, if only the hardware was purchased from Cisco, or the server was not
purchased from Cisco, you would use the original equipment manufacturer (OEM) CD-ROM
that came with the system. This CD-ROM contains OEM drivers for Compaq, Dell, or IBM
computers that allow you to use a retail version of Windows 2000 Server.

The following are some of the required components for a Cisco Unity system:

Internet Explorer 6.0: This Web browser must be installed on Windows 2000
Server when using IIS. Cisco Unity does not support Netscape Navigator. Microsoft
Internet Explorer supports Windows authentication, which is one of the items used by
Cisco Unity.

eXtensible Markup Language (XML): Microsoft's MSXML3 and MSXML SP1 parsers
are installed and can be found on Cisco Unity CD 1.

Microsoft .NET Framework: .NET supports the Tabular Data Stream (TDS)
protocol. This allows client applications to securely access the Cisco Unity database in
SQL, without having to set up mixed authentication on the MS SQL server.

The following is a list of other, optional software components that can be installed on Cisco
Unity 4.0 for Exchange:

Cisco Unity 4.0 for Exchange software.

Windows 2000 SP3.

Items installed during Window 2000 Server installation: Microsoft Message Queuing
service, NNTP, and IIS 5.0.

Internet Explorer 6.0 SP1.

Exchange 2000 SP3 or Exchange 5.5 SP4 (message store software shipped only with
voice-mail systems).

Microsoft MSXML 3.0 and MSXML 3.0 SP1.

Symantec pcAnywhere Version 10.0 or later (should be used with external modem)
and Microsoft .NET Framework, Version 1.1.

The Windows hot fix described in Microsoft Security Bulletin MS03-007 and Microsoft
Knowledge Base article 815021.

The Windows hot fix described in Microsoft Security Bulletin MS03-026 and Microsoft
Knowledge Base article 823980.
 On a system that has more than 32 voice ports or that is using Cisco Unity Failover,
MS SQL Server 2000 Standard Edition (other editions of SQL Server are not
supported).

On a system that has 32 or fewer voice ports or that is not using Cisco Unity Failover,
MSDE 2000 (other editions of MSDE are not supported).

For Cisco Unity 4.0(2) and later, MS SQL Server 2000 SP3 or MSDE 2000 SP3,
depending on which software package you are using.

For Cisco Unity 4.0(1), MS SQL Server 2000 SP2 and MS SQL Server 2000 Security
Rollup Package (SRP) 1 August 2002. (SP2 and SRP1 are required both for a system
running MS SQL Server 2000 and for a system running MSDE 2000.)

If you are integrating with Cisco CallManager, a compatible Cisco Unity-CM TSP
version is required. For more information on which TSP to use, go to the following
link:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/tsp/index.htm

Windows Terminal Services (optional). This is the default remote access software
included with Windows 2000 Server.

Cisco Security Agent for Cisco Unity 1.1 (optional).

NOTE

The Cisco Unity-CM TSP used for Cisco CallManager/Cisco Unity integration is
not the same TSP included with Cisco CallManager. It is the one included with
Cisco Unity.

NOTE

When running Cisco Unity Failover, the system requires MS SQL Server 2000
Standard Edition even though it may have less than 32 ports.

These software requirements also do change. For the latest requirements, go to Cisco.com
and search for "Cisco Unity Software Requirements."

NOTE

A Cisco Unity Failover configuration requires that the Exchange message be

installed off-box on a separate server from the Cisco Unity primary and
secondary servers.
Supported Microsoft Exchange Software with Cisco Unity

Microsoft's e-mail servers include Exchange 2003, Exchange 2000, and Exchange 5.5. Cisco
Unity uses the Exchange 2003, 2000, or 5.5 message store to store subscriber messages,
and uses the AD in Windows 2000 Server or Windows Server 2003. Cisco Unity can also be
installed to integrate with Microsoft Exchange 5.5 SP4, Exchange 2000, or Exchange 2003.
Beginning with the release of Cisco Unity 4.0, Cisco Unity, installed in the UM mode,
supports Exchange 2000 only in an "off-box" configuration, and the message store software
is not shipped with the other Cisco Unity software. The term off box means the message
store that Cisco Unity will use is installed on a system other than the Cisco Unity server.

With the introduction of Cisco Unity 4.0(3), Cisco Unity supports Exchange 2003 as the
message store for UM configurations. However, Exchange 2003 is not supported for
VoiceMail-only configurations. Also, Exchange 2003 is not supported when installed on the
Cisco Unity system itself, because Cisco UM requires the message store to be off box. The
Cisco Unity Voice Connector for Exchange 2000, which is used for the networking options
such as Audio Messaging Interchange Specification (AMIS), Bridge, Simple Mail Transfer
Protocol (SMTP), and Voice Profile for Internet Messaging (VPIM), can be used with
Exchange 2003. Currently, there is not a separate version of the Cisco Unity Voice
Connector for Exchange 2003.

Windows Terminal Service is the default remote access software for the Cisco Unity servers
and comes in Windows 2000 Server. pcAnywhere Version 10.0 or greater, which is optional
software on the Cisco Unity system, allows the Cisco Technical Assistance Center (TAC) to
access the Cisco Unity server for maintenance and repair. Cisco recommends that an
external modem be used with pcAnywhere.

Cisco UM with Exchange requires that the Exchange server be installed on a server other
than the server on which Cisco Unity 4.0(x) resides. You must either move the Exchange
users to another off-box Exchange server or install Exchange on another server to move
those users to the new system. If your Cisco Unity system is configured for Voice
Messaging, Exchange 5.5 is supported only if you are upgrading from a previous version of
Cisco Unity. However, Exchange 2000 is supported for upgrades and new installations.

Cisco Unity Service Pack CD-ROM

Cisco.com offers a Cisco Unity Service Pack CD-ROM, the contents of which can also be
downloaded as an image, and posts updates periodically. The image is available in multiple
languages, which are noted by the three-letter language acronym in the filename. For
example, ENU in the filename CiscoUnity4.0-ServicePacks-ENU-CD1 stands for U.S. English.

The following list shows what the CiscoUnity4.0-ServicePacks-ENU-CD1 image contains:

Cisco Unity System Preparation Assistant

Internet Explorer 6.0 SP1

Microsoft .NET Framework

 MSDE SP3

MSXML3 SP1

MS SQL Server 2000 SP3

Windows 2000 Server SP3

The Windows hot fix described in Microsoft Security Bulletin MS03-007 and Microsoft
Knowledge Base article 815021

The Windows patch described in Microsoft Security Bulletin MS03-026 and Knowledge
Base article 823980 (in the Patches directory)

Exchange 5.5 SP4

Exchange 2000 SP3

March 2003 Exchange 2000 Server Post-SP3 Rollup, described in Microsoft Knowledge
Base article 813840 (in the Patches directory)

Exchange 2000 SP2 is currently the required service pack for Exchange 2000. It is
recommended that you install SP3 and the March 2003 Exchange 2000 Server Post-SP3
Rollup, in that order, because they resolve an intermittent issue with message notification.

NOTE

If you install SP3 and the Post-SP3 Rollup on the Cisco Unity server, it is
recommended that you install them on all the Exchange 2000 servers to which
the Cisco Unity subscribers are homed. The reason for this is that if they are not
installed, Exchange will send additional User Datagram Protocol (UDP) packets
to ports on the Cisco Unity server that are not expecting packets. This scenario
is observed by intrusion-detection systems (IDSs) as attacks or port scans.

The Cisco Security Agent for Cisco Unity v1.1 is a standalone agent that provides intrusion
prevention, malicious code protection, operating system integrity assurance, and audit log
consolidation. This agent should be considered an additional line of defense that can
improve security when operating with other defenses, such as firewall and virus-scanning
software. Cisco Systems currently provides it free of charge for Cisco Unity servers that
meet system requirements. Make sure that you read the release notes before you install
and use it.

For more information, go to Cisco.com and perform a search for "Cisco Security Agent for
Cisco Unity."

Using System Software for Cisco Unity for Domino

Cisco Unity for Domino uses most of the same software components that are used on a
Cisco Unity Exchange installation. The main difference is the message store that is used in
each.

Domino is the IBM Lotus database and messaging product. Cisco Unity for Domino resulted
from the collaboration between Cisco Systems and IBM Lotus. IBM Lotus created DUCS for
Cisco Unity as part of this collaboration. This component enables Cisco Unity to deliver UM
in a Domino environment.

Software components installed with Cisco Unity 4.0 for Domino (some are optional) include
the following:

Cisco Unity for Domino software components.

Windows 2000 Server SP3.

Items installed during Window 2000 Server installation: Message Queuing Services,
NNTP, and IIS 5.0.

Internet Explorer 6.0 SP1.

Microsoft MSXML3 and MSXML3 SP1.

Lotus Notes Client 5.0.10 or later.

DUCS on every Domino server with Cisco Unity subscribers.

pcAnywhere 10.0 (host only) (optional).

Microsoft .NET Framework, Version 1.1.

The Windows hot fix described in Microsoft Security Bulletin MS03-007 and Microsoft
Knowledge Base article 815021.

The Windows hot fix described in Microsoft Security Bulletin MS03-026 and Microsoft
Knowledge Base article 823980.

On a system with more than 32 voice ports, Microsoft SQL Server 2000 Standard
Edition (other editions of SQL Server are not supported).

On a system with 32 or fewer voice ports, MSDE 2000 (other editions of MSDE are
not supported).

For Cisco Unity 4.0(2) and later, MS SQL Server 2000 SP3 or MSDE 2000 SP3,
depending on the Cisco Unity configuration setup you have or will be setting up.

For Cisco Unity 4.0(1), MS SQL Server 2000 SP2 and MS SQL Server 2000 SRP 1
August 2002. (The service pack and SRP are required both for a system running MS
SQL Server 2000 and for a system running MSDE 2000.)
 If you are integrating with Cisco CallManager, a compatible Cisco Unity-CM TSP
version is required.

Microsoft Windows Terminal Services (optional). This is the default remote access
software included with Windows 2000 Server.

Cisco Security Agent for Cisco Unity 1.1 (optional).

DUCS can be purchased through IBM Lotus; it is not supplied by Cisco Systems. DUCS is
currently qualified by IBM Lotus to work on Windows 2000 Server. However, this can
change. Any Domino server hosting a message store for Cisco Unity subscribers needs
Windows 2000 Server as its operating system. Cisco Unity for Domino currently is
supported only in a UM configuration with Domino installed off-box. DUCS requires
Domino Version 5.0.10 or later.

The Domino directory server requires DUCS in each Domino domain. You must install
DUCS on every Domino message store server where Cisco Unity subscribers' mailboxes
reside. The Windows OS is currently the only operating system supported.

The key features of DUCS include the following:

Single, unified Domino message store

Native Notes Address Book support

Message notification and MWIs

Native Lotus Mail Template for voice-mail message playback/record

iNotes web access to messages

Message categorization

Integrated voice player/recorder and voice inbox

Which versions of Domino, DUCS, and Lotus Notes that are supported on the Cisco Unity
server varies slightly for each of the Cisco Unity 4.0(x) versions prior to Cisco Unity 4.0(3).
The following is a list of the supported versions with Cisco Unity 4.0(3) and later:

Domino versions: 6.02, 6.0.1, 6.0.0, 5.0.12, 5.0.11, and 5.0.10

DUCS versions: 1.2.1 (the download on the IBM Lotus website is called Version 1.2)

Lotus Notes versions: 6.0.1, 6.0.0, 5.0.12, 5.0.11, and 5.0.10

Using System Software for Cisco PA

Cisco PA 1.4 consists of the following software:

Cisco PA Server

Cisco PA Speech Recognition Server

Cisco PA Web Administration

Cisco PA Server software is installed on its own server, separate from any other Cisco
Architecture for Voice, Video, and Integrated Data (AVVID) product. The PA Server
software provides Lightweight Directory Access Protocol (LDAP) directory lookups, rule-
based call transfers, and voice-mail access. It allows users to synchronize personal address
books with their Exchange contact lists. This can be achieved through either the PA Web
Administration software or the optional IP Phone Productivity Services software.

The Cisco PA Server software is compatible with Cisco CallManager 3.2, 3.3, and 4.0
starting with PA 1.4(3); Cisco Unity 3.x and 4.0 for voice-mail features; and Exchange 5.5,
Exchange 2000, and Exchange 2003 for calendar, e-mail, and contact synchronization
features.

The Cisco PA Speech Recognition Server software enables users to verbally perform
directory lookups, verbally ask for your voice-mail box, and configure routing-rule
instructions verbally. Speech Recognition Server software can be installed on the PA server
or its own server. As previously mentioned, installing the Speech Recognition Server
software on its own server enhances system performance. Speech Recognition engines are
available in U.S. English, British English, French, French Canadian, and German. Currently,
the limit is 45,000 directory entries for accurate recognition of names.

The Cisco PA Web Administration software is installed on the same server as PA and allows
for web-based administration from either the PA server or a client workstation. This allows
clients to administer their own PA features. The client requires either Internet Explorer 6.0
(or later) or Netscape Navigator 7.0. The web-based GUI is available in English, French, and
German.

Software components installed on a Cisco PA system include the following:

Windows 2000 Server

Cisco PA Server

Cisco PA Speech Recognition Server

Cisco PA Web Administration

Cisco IP Productivity Services

Software requirements for PA include the following:

Cisco CallManager on a separate server: Version 4.0, 3.3, or 3.2.

 An LDAP-enabled directory service for storing business and personal directory
information, such as names, phone numbers, and e-mail addresses. This can be a
service such as the Cisco CallManager integrated with DC directory, Microsoft AD, or
Netscape Directory Services.

An Internet browser, either Internet Explorer 6.0 (or 5.x), or Netscape Navigator.

Cisco Unity with Exchange 5.5 or Exchange 2000, Version 3.x or later. (Only one
version is required when you are integrating Cisco PA with a messaging system.)

When e-mail paging is a requirement for a setup, an SMTP-compliant paging server is

necessary.

If you would like to collect error messages to SysLog for analysis purposes,
CiscoWorks 2000 Resource Manager Essentials (RME) 3.3 is supported.

If you are using Cisco Unity as the message store, Cisco Unity messages and recorded
names must be encoded in G.711 Mu-Law format.

NOTE

When voice-mail browsing is a requirement for a setup, Cisco Unity with

Exchange is also required. Users will not be able to browse if another messaging
system is used.

Optional software includes:

Cisco Security Agent for Cisco PA 1.1(1) and 1.1(0).

McAfee NetShield Version 7.0.

Cisco IP Phone Productivity Services software enhances the capabilities of the Cisco 7940,
7960, and 7970 IP phones through the use of scrolling keys for checking e-mail, voice mail,
personal contacts, and calendar information from the Exchange server. Through the
CalendarView feature of the IP Phone Productivity Services software, the user can view
appointments either by day or week on the IP phone display.

The MailView features allow access to e-mail and Cisco Unity voice messages. Users can
scroll through and read e-mail messages on the IP phone display. They can also listen to
and delete voice-mail messages by using the IP phone soft keys.

IP Phone Productivity Services software allows users to activate or deactivate their routing
Rule Sets directly from the IP phone and synchronize their personal address book with their
Exchange contacts list. IP Phone Productivity Services software is installed on its own server
and requires IIS 4.0 or later.
For more information about the most current software requirements for Cisco PA Server,
go to the following link:

http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/relnote/pa141rn.pdf

Using Client Software for Cisco Unity for Exchange

Cisco Unity ViewMail for Outlook (VMO) is a special form in Outlook that has a set of
control buttons. With these controls and the toolbar of buttons on the form, you can listen
to, send, reply to, and forward voice-mail messages. VMO can be used with Microsoft
Outlook 98, Microsoft Outlook 2000, and Microsoft Outlook XP. VMO cannot be used with
Microsoft Outlook Express or Microsoft Outlook Web Access because these clients do not
support Microsoft Outlook forms.

VMO software can be found on the Cisco Unity Installation CD 1 in the ViewMail folder, and
is installed on the client workstations, not the Cisco Unity server. Although VMO is not
required, it makes listening to voice-mail messages much easier. If VMO is not installed,
voice-mail messages appear as .wav attachments in your in box. UM can be deployed
without losing any functionality at the client workstations.

Clients may also want to access their mailbox settings through the Cisco Personal
Communications Assistant (CPCA). The two Cisco PCA components are the Cisco Unity
Assistant and Cisco Unity Inbox, which allows the user to change their mailbox settings
through a user-friendly web-based GUI, rather than over the phone. Any mailbox settings
that are available through the telephone are available through Cisco PCA. Class of service
(COS) in Cisco Unity controls access to CPCA. Additionally, the client workstation must be
running Internet Explorer 5.5 or later. With the introduction of Cisco Unity 4.0(3),
upgrades from Cisco Unity 3(x) to 4(x) no longer require subscribers to have special CoS
privileges to use VMO. Subscribers that have ViewMail installed can take advantage of these
features.

Site administrators of Cisco Unity can also access the Cisco Unity Administration windows
through their desktops. Clients must have Internet Explorer 6.0 or later on their
workstations.

Figure 8-5 illustrates the client view of a Cisco unified architecture�with a Microsoft
Exchange message store.

Figure 8-5. Cisco Unified Architecture�Client View with Exchange

Message Store
Using Client Software for Cisco Unity for Domino

The software required on the client side for Cisco Unity for Domino configurations is very
similar to the software that is required for Exchange configurations. The Lotus Notes client
is used instead of Outlook. Figure 8-6 illustrates the client view of a Cisco Unified
architecture with a Lotus Notes message store.

Figure 8-6. Cisco Unified Architecture�Client View with Lotus Notes

Message Store
The current qualified software versions for use on Cisco Unity subscriber workstations
include IBM DUCS for Cisco Unity Version 1.2. This version is supported with Cisco Unity
4.0(3) and later in the following languages:

English

French

German

Japanese (with Cisco Unity with Domino)

The current qualified software versions of IBM Lotus iNotes are 6.0.2, 6.0.1, 6.0.0, and
5.0.12, and Lotus Notes Versions 6.0.2, 6.0.1, 6.0.0, 5.0.12, 5.0.11, and 5.0.10 (with
Cisco Unity with Domino).

For the most current version combinations of software that are qualified for Cisco Unity
4.0, go to the following link:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/clientmx.htm

As with VMO, DUCS client software gives the end user an easy GUI from which to check
their voice mail and e-mail, and to send, reply to, or forward either type of messages.
DUCS client software is a Notes Mail template built and supported by IBM Lotus.

CoS controls access to Cisco PCA features and the Cisco Unity Administration windows and
requires Internet Explorer 6.0 or later to function.
Using Client Software for Cisco PA

Once Cisco PA is set up on your network, it works like a virtual assistant. Cisco PA can
forward and screen your incoming calls based on the rules you set using the Cisco PA web
GUI. These rules tell Cisco PA which calls you would like forwarded, which calls you would
like screened, if any, and where you would like to receive calls, enabling you to receive a call
on a phone number other than your extension. These rules can be activated by using either
the Cisco PA web GUI or spoken commands over your phone handset or headset. With
spoken commands, Cisco PA can also assist you in placing and receiving calls and browsing
your voice mail.

The following is an example of what a phone dialog would sound like when user "John"
performs a directory dialing and call screening takes place:

John already is on the Cisco PA menu.

Cisco PA: John, welcome to Personal Assistant. What would you like to do? Say the full
name of the person you are trying to call.

(When Cisco PA plays John's name, it plays the recorded name of the person.)

John: Mr. Davis.

Cisco PA: I'm sorry, I didn't understand. Say the first and last name of the person you
want to call or say "Voice mail."

John: "Michael Davis."

Cisco PA: "Michael Davis." Is this correct?

(When Cisco PA plays the name, it plays the recorded name of the person.)

John: Yes.

Cisco PA: (Cisco PA starts to locate Mr. Davis.) Please wait while locating.

Mr. Davis: Hi John.

John: Hi. Did you set up Cisco PA to screen your calls? Because Cisco PA said to "Please
wait while locating" before you answered.

Mr. Davis: Yes, it's a very easy feature to set too. All you need to do is go to your Rule
page on the Cisco PA user website and select call screening.

John: When I set it up, what will it sound like?

Mr. Davis: When I picked up, Cisco PA said, "You have a call from John." It included your
recorded name. Then Cisco PA said, "Press 1 to connect, or press 2 to transfer the call to a
different number." There's also an option to send the call to voice mail.

John: That will be useful.

Mr. Davis: You can set your call screening to all the calls you receive or to individual
callers, based on the rules you set up.

John: I will set that up.

Mr. Davis: OK.

You can find more information on this topic at Cisco.com by searching the Cisco Personal
Assistant User Guide text.
Installing Cisco Unified Communications Software
Understanding the installation process of the software will help you to perform a smooth
installation of the Cisco Unity system and PA. In addition, the installation process for Cisco Unity
is different from previous versions.

To benefit fully from this section, you should be familiar with the concepts and software
components presented in the "Understanding the Cisco Unity for Exchange Architecture" and
"Understanding the Cisco Unity for Domino Architecture" sections of this chapter.

Setting Up a Cisco Unity System

As part of installation process you must gather general system information. The setup process
needs this information to install the correct languages on the system, including the correct text-
to-speech language, and to install Cisco Unity in the correct folder and partition on the hard
drive. It loads the default database, which consists of the Cisco Unity Installer account, the
Example Administrator account, the default call handlers, and all the other default objects.

The Cisco Unity system setup steps are as follows:

Gathers basic system information

Chooses a language

Creates the default database

Loads TTS and system prompts

Using Cisco Unity Server Preparation Assistant

CUSPA is a preparation tool that helps you to prepare your Cisco Unity system for a Cisco Unity
installation. This tool, located on the Service Pack CD-ROM, checks the Cisco Unity server for the
required software and service packs. CUSPA asks for your Cisco Unity server characteristics, such
as UM or VM, Failover, and the number of Cisco Unity ports.

CUSPA checks for the proper versions of SQL, MSXML, Windows, NNTP, Internet Explorer, and
.NET Framework, and checks for the proper service packs. If a software component or service
pack is not installed on the system, you can choose to install it through CUSPA. CUSPA does not
check to make sure that the AD Schema has been extended for an Exchange 2000 installation.
Extending the AD Schema is required before you begin the Cisco Unity installation in an
AD/Exchange 2000 environment. In addition, CUSPA does not check the Exchange or Domino
version.

When you first open CUSPA, it prompts you with a welcome window that indicates it will do the
following:

Determine whether your server is ready to have Cisco Unity installed and configured

Install any needed software

CUSPA checks for the following items on Cisco Unity 4.0(3) and later:

XML3 SP1

IIS

Windows Terminal Services

NNTP Service

SMTP Service

Message Queuing Services

Windows 2000 Server SP3

Internet Explorer 6.0 SP1

Cisco Unity Data Store (SQL/MSDE)

Cisco Unity Data Store SP3

.NET Framework v1.1

Some Windows 2000 IIS security patches

In the following example, CUSPA checks the system and reports what is and is not installed on
the system. It also gives you the option to click the service/software component that is not
installed and configure it. CUSPA provides a link to the component so that you can install it from
there.

Figure 8-7 illustrates CUSPA showing which components are not installed.

Figure 8-7. The CUSPA Utility

[View full size image]

Using Cisco Unity Installation and Configuration Assistant

CUICA replaces the two-part Cisco Unity installation introduced in Cisco Unity 3.0. You run CUICA
after CUSPA and it guides you through the entire setup process, from setting the correct
permissions to installing Cisco Unity to integrating Cisco Unity with a telephone system.

CUICA is actually five individual wizard utilities, listed next, combined with the Cisco Unity Setup
program:

Permissions Wizard

License File Wizard

Service Configuration Wizard

System Setup/Message Store Configuration Wizard

Cisco UTIM

After you have installed Cisco Unity, you can run all but the Message Store Configuration Wizard
individually by accessing the Tools Depot of Cisco Unity. It is recommended that you use the
Service Configuration Wizard to install Cisco Unity 4.0. The final step when using CUICA is to set
up Secure Sockets Layer (SSL) for Cisco Unity.
Using the Cisco Unity Permissions Wizard

The Permissions Wizard enables you to set the permissions that are needed to install Cisco Unity
and for the Cisco Unity services to log on and run properly. It is the first wizard executed by
CUICA. Using the wizard to set the correct permissions will help you to avoid complications as the
Cisco Unity installation proceeds.

Before the wizard can set the correct permissions, you need to tell it which message store you are
using: Exchange 5.5, Exchange 2000, Exchange 2003, or Lotus Domino. This is the first step of
the wizard, shown in Figure 8-8. After you select your message store, click Next.

Figure 8-8. Selecting the Message Store

[View full size image]

Depending on your configuration, the wizard asks different questions, such as which account
should be given permissions to install and configure Cisco Unity, which account Cisco Unity
directory services will log on with, and which account to log on with to the message store.

NOTE

The Permissions Wizard can be run individually without the use of CUICA. The version
that comes with Cisco Unity 4.0(3) and later cannot be used with earlier versions of
Cisco Unity for new installations, because the new Permissions Wizard limits the
permissions granted to certain accounts. It can, however, be used on Cisco Unity
Versions 3.1(1) through 4.0(2) for systems that have Cisco Unity installed already.
The next step is choosing a Windows Account that will be responsible for the Cisco Unity message
store services.

Figure 8-9 illustrates selecting a Microsoft Windows account that will own Cisco Unity message
store services.

Figure 8-9. Selecting a Windows Account that Will Own Cisco Unity Message
Store Services

[View full size image]

The next step is choosing an account that will be used to install Cisco Unity.

Figure 8-10 illustrates selecting a Windows account to install Cisco Unity.

Figure 8-10. Selecting a Windows Account to Install Cisco Unity

[View full size image]

The next step is choosing a Windows Account that will be responsible for the Cisco Unity directory
services.

Figure 8-11 illustrates selecting an account that will own the Cisco Unity directory services.

Figure 8-11. Selecting an Account that Will Own the Cisco Unity Directory
Services
Installing the License File Wizard

At least 24 hours before you install Cisco Unity, you need to contact Cisco to register and obtain
your Cisco Unity license file. You need to have the Media Access Control (MAC) address (physical
address) for the network interface card (NIC) in the Cisco Unity computer and the product
authorization key (PAK), which is listed in the Cisco Unity Software Keys booklet that is shipped
with the software CD-ROMs or on the bottom from corner. With that information, you can access
the license file generator website at http://www.cisco.com/pcgi-
bin/Software/FormManager/formgenerator.pl.

You must first log in to the Cisco website to have access.

It is not enough to simply copy license files onto the file system of the Cisco Unity server. You
need to run and complete the License File Wizard in order for Cisco Unity to use the information
in the files. You specify the names of each of your license files in the wizard. You should specify
all the files you want Cisco Unity to use from that point forward, even if some of the files were
installed previously. The wizard extracts the information from the files and checks the data for
errors. If no errors are found, you may complete the wizard. Please check that what you have
purchased is included in the license file.

Once you complete the wizard, Cisco Unity begins using the license information from the files. If
the wizard detects errors in the files, it tells you what the problems are and does not permit you
to proceed to the completion page. If you encounter problems, you should contact Cisco TAC.

Configuring the Service Configuration Wizard

The Service Configuration Wizard helps you to configure three groups of Cisco Unity services that
are installed by your system. The wizard uses the selections you made during the Permissions
Wizard as default accounts for the services. Because these are the accounts that have the correct
permissions associated with them, it is best to accept the defaults. If you are not changing the
accounts, you must enter the password for the accounts when asked. If, however, you change
which accounts to use, make sure they have the proper permissions.

The first wizard window prompts you to choose whether you are configured for Exchange 5.5,
Exchange 2000, Exchange 2003, or Lotus Domino. This leads to different wizard setup versions,
depending on which configuration you chose. The Directory Services sets the Cisco Unity account
it will use to access the AD or the Domino database. The message store services need to run
under an account that is allowed access to Exchange 2000 and 2003 mailboxes. The Cisco Unity
local services, in an Exchange or Domino configuration, run under an account that allows them
access to registry files, the file system, and the MS SQL Server 2000.

The Service Configuration Wizard configures the following three services:

Directory services

Message store services

Local services

Setting Up the Message Store Configuration Wizard

The Message Store Configuration Wizard section of CUICA is where you choose Exchange 5.5,
Exchange 2000, Exchange 2003, or Lotus Domino R5/R6. You need to decide where to home new
mailboxes in your message store when they are added through the Cisco Unity System
Administration windows. The Directory Service account would be the same account you chose in
the Cisco Service Configuration Wizard as the account that will run the Cisco Unity Directory
Service, which passes information back and forth between Cisco Unity and the message store.

The Message Store Configuration Wizard asks you to choose the following:

A message store

The location for new mailboxes

Your directory services account

Integrating Cisco Unity with Telephone Systems

Cisco UTIM steps you through the process of integrating Cisco Unity with your telephone system.
Cisco Unity supports integrations for IP telephony (Cisco CallManager), circuit-switched PBXs, and
SIP. You can find a list of supported circuit-switched PBXs and integration methods in Chapter 1.

If you choose TSP for Cisco CallManager integration, before you can run UTIM, you must have
your Cisco CallManager configured to integrate with Cisco Unity. UTIM asks for the Cisco
CallManager IP address, the display name for the voice-mail ports created, and the Message
Waiting On and Off directory numbers. At the end of the process, you can run a test to ensure
that the integration process was successful. You can find instructions on setting up Cisco
CallManager to integrate with Cisco Unity in the Cisco CallManager Integration Guide by
performing a search for "Cisco CallManager" at Cisco.com.

UTIM pings the CallManager server and checks that each port is configured correctly. If there is an
issue, you normally receive an error message that indicates there is a problem.

TIP

One of the most common issues when configuring the TSP on Cisco Unity for Cisco
CallManager is the prefix spelling of the voice-mail port names. Make sure that the
spelling used on both Cisco CallManager and Cisco Unity is identical.

SIP is an important emerging Internet protocol that is designed to easily build up and tear down
IP sessions. Numerous vendors are embracing SIP as the next big Internet protocol for VoIP.
Currently, Cisco Unity's SIP integration supports interactions with Cisco SIP Proxy Server, as well
as Cisco SIP-enabled 7960 phones, Pingtel Expressa phones, and MSN Messenger.

Using Resources to Guide the Cisco Unity Installation

A copy of the Cisco Unity Installation Guide is shipped with each Cisco Unity system. The
installation manual contains information on installing the Cisco Unity system as a baseline (server
purchased from Cisco) and as a component system (server supplied by the customer). It also
includes instructions for upgrading earlier versions of Cisco Unity to Version 4.0.
If you are integrating Cisco Unity with Cisco CallManager, the Cisco CallManager integration
guides are extremely helpful. There are different versions of the guides depending on your
version of Cisco CallManager. Included are instructions for setting up your CallManager to
integrate with Cisco Unity, and instructions for setting up dual-switch integration.

There are also various integration guides for supported circuit-switched telephone systems. These
guides cover the programming that is necessary to integrate the various circuit-based telephone
systems with Cisco Unity. You can view these guides at
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/integuid/index.htm. CUICA
contains Read Me files to help guide you through the installation.

Additional installation resources include the following:

Cisco Unity 4.0 Installation Guide

Cisco Unity 4.0 Release Notes

Cisco CallManager Integration Guide

Cisco Unity integration guides

Cisco Unity Installation and Configuration Assistant (CUICA)

You can find these resources by going to Cisco.com and searching for the corresponding text.

Installing the Cisco PA Software

Cisco PA has three components that you can install separately or together:

PA Web Administration interfaces for end users and administrators

Cisco PA Server

Cisco PA Speech Recognition Server

Most of the configuration process for PA takes place after installation. Be sure to use the Personal
Assistant Installation Guide when performing an install. Before you perform a new installation of
PA, follow these steps:

Step 1. Determine how many users the system will need to support and which of the three
PA configurations is the most appropriate. You need this information during the installation.
For more information on planning for PA, go to the following link:

http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/assist14/ag/ag141/paplan.pdf

Step 2. Find the hardware and software requirements for PA 1.4 and your users. You can
find out more information about this in the latest release notes at Cisco.com by searching
for "Cisco Personal Assistant Release Notes."

Step 3. Find out whether there are any system limitations and restrictions on how PA may
be configured on your network and, if so, whether they affect the setup you will be
installing. You can find more information about this in the release notes at Cisco.com by
searching for "Cisco Personal Assistant Release Notes." If your system is using AD for the
 business directory, you must prepare the directory system to work with PA. This information
can be found in the "Setting Up Active Directory as the Corporate Directory for Personal
Assistant" section of the "Installing and Upgrading Personal Assistant" document located at
Cisco.com.

Step 4. Disable the McAfee NetShield services and the Cisco Security Agent on the PA
server if they are installed. Doing so ensures that they will not interfere with the PA
installation program.

After you have performed the previous steps, install Cisco PA Server, PA Speech Recognition
server, and user and administrative interfaces. Instructions on how to install these are found in
the Cisco Personal Assistant Installation Guide, which is located at Cisco.com.

Step 1. When you install these components, the next step is to install the enhanced Text to
Speech server. This may or may not be one of your configuration requirements.

Step 2. Configure the Cisco CallManager to work with PA.

Step 3. Configure your PA system.

Step 4. Refresh your PA system. To do so, log on to the PA administration interface and
select System > Speech Services > Refresh Now.

NOTE

When refreshing a PA server, it can take up to an hour to refresh the service

configuration and reload the directory and speech-recognition grammars. This
depends on the size of the corporate directory.

Step 5. Re-enable the McAfee NetShield services and Cisco Security Agent if they are
installed on the PA server.
Upgrading Cisco Unified Communications Software
Understanding the supported upgrades and the upgrade process will help you to
successfully upgrade Cisco Unity and PA. Some upgrades require more steps than
others, and not all upgrades from previous versions of Cisco Unity to Cisco Unity 4.0
are supported. This is also true when upgrading to PA 1.4. Being familiar with this
will help you to avoid possible configuration issues and problems that may occur
during the upgrade process.

To benefit fully from this section, it is recommended that you should already be
familiar with the following information. (If you need a quick review, see the
designated chapter or section, where you can find more information on the topic.)

The new features that come with Cisco Unity 4.0 (see Chapter 1)

The features that come with Cisco PA (see Chapter 1)

The Cisco Unity and Cisco PA software components covered in the

"Understanding Unified Communications Software" section of this chapter

Upgrading from Cisco Unity 2.4x or 3.x to Cisco Unity 4.0

The upgrade to Cisco Unity 4.0 from previous versions of Cisco Unity is supported.
However, versions of Cisco Unity prior to 3.0 require a reinstallation of Cisco Unity,
which includes re-entering the database. Versions prior to Cisco Unity 3.0 stored
database attributes in Exchange's custom attributes 12 to 15, because the Exchange
Directory Service was not extensible. With the release of Cisco Unity 3.0, Microsoft
SQL Server 2000 or MSDE became the main database store. It is not possible to
move the attributes from Exchange to SQL without reinstalling the database.

The procedures for performing the supported upgrades are discussed later in this
section.

When upgrading, as an option you can choose to prepare for a possible downgrade
if there are problems with the upgrade. There are instructions for this in the Cisco
Unity Installation Guide, which you can find at Cisco.com. (You can also choose to
make a backup.)

Supported upgrades to Cisco Unity 4.0 for Exchange are as follows:

Cisco Unity 3.0(1�3)

Cisco Unity 3.1(X)

Cisco Unity 2.4(5�6)�requires a Cisco Unity reinstallation

Upgrades from Cisco Unity Versions 2.3(4.104) and earlier are not supported. The
utilities used to export and import the database, subscriber, and other information
from a Cisco Unity 2.x system and import into a 4.0(x) system do not work on
systems that have Version 2.3(4.104) or earlier. Cisco Unity must be installed as a
new system and must be reconfigured. The previous data will be lost.

NOTE

When upgrading from Cisco Unity 2.4(x), you must first upgrade to Cisco
Unity 4.0(2), then upgrade to the latest version of Cisco Unity.

Determining the Cisco Unity Software Version Number

To determine the software versions for Cisco Unity and the Cisco Unity-CM TSP, you
must find the Cisco Unity version number and the Cisco Unity-CM TSP version.

Locating Cisco Unity Version Number

There are two ways you can find the Cisco Unity version used on your system. The
first way is to use the Cisco Unity Administrator. Go to the Cisco Unity
Administrator > System > Configuration > Software Versions page.

The second way is to look at the properties of the AvCsMgr.exe file. This list is for
Cisco Unity 3.0(4) and later:

Step 1. Find the CommServer directory.

Step 2. Find the AvCsMgr.exe file, right-click it, and then choose Properties.

Step 3. Within the Properties window, click the Version tab.

Step 4. In the Item Name list, click Product Version.

The Cisco Unity version is shown in the Value field.

Locating the Cisco Unity-CM TSP Version Number

To check the Cisco Unity-CM TSP version, you can either use UTIM or check the
properties of the AvSkinny.tsp file.

To check the version by using UTIM, follow these steps:

 Step 1. Double-click the Cisco Unity Tools Depot icon on the desktop.

Step 2. Find UTIM under Switch Integration Tools and double-click it.

Step 3. Go to the Cisco CallManager > Properties page.

The Cisco Unity-CM TSP version is shown in the TSP Version field.

To determine the Cisco Unity-CM TSP version by checking the AvSkinny.tsp file, do
the following:

Step 1. Go to the WinNT\System32 folder.

Step 2. Right-click AvSkinny.tsp, and then click Properties.

Step 3. In the Properties window, click the Version tab.

Step 4. In the Item Name list, click Product Version.

The Cisco Unity-CM TSP version is shown in the Value window.

Upgrading from Cisco Unity 3.0 to Cisco Unity 4.0

To upgrade from Cisco Unity 3.0 to Cisco Unity 4.0, you need to obtain a new
license file from Cisco, because the upgrade procedure itself does not upgrade the
license file (as it has done in the past).

You should also ensure that Exchange 2000 SP3 has been installed on the message
store that you will use for your subscribers. CUSPA does not check for the Exchange
version; however, CUICA does, and the Cisco Unity installation will not continue if it
does not find the correct version. However, it does inform you of what could be the
problem.

The AD Schema Extension utility, which is run on the domain controller to extend
the AD Schema for Cisco Unity, has a new option to extend the AD Schema for the
VPIM option. You need to run the utility for the VPIM option to function properly.

You need to run CUICA to load the new Cisco Unity 4.0 files. During this process,
there will be no database loss. During the upgrade process, the Cisco Unity system
will be out of service, so you need to plan accordingly. If you have Cisco Failover set
up, do not use your secondary server to provide voice-messaging services while the
primary is being upgraded, and vice versa.

The following is a list of the general items to keep in mind when you are upgrading
to Cisco Unity 4.0 for Exchange:
 Obtain a new license file if you are upgrading Cisco Unity from an earlier
version of 4.0.

Verify that Exchange 2000 SP3 has been installed on the message store.

Run AD Schema Extension on the domain controller.

Use CUSPA.

Use CUICA.

There is no database loss during this process.

Upgrading from Cisco Unity 3.0 Voice Mail (Exchange) to Cisco

Unity 4.0 UM (Domino)

There may be circumstances in which you need to upgrade from Cisco Unity for
Exchange to Cisco Unity for Domino. Customers in a Domino environment may have
purchased Cisco Unity in a VoiceMail-only configuration while awaiting the Cisco
Unity Domino release. Cisco Unity VoiceMail-only configuration is supported only in
an Exchange environment.

When attempting to perform an upgrade from Cisco Unity 3.x for Exchange to Cisco
Unity 4.0 for Domino, keep in mind that this is basically a reinstallation. There is no
way to carry over the database from one to the other because you have two
completely different messaging systems. If you would like to save the subscriber
database, you must export the subscriber database from Exchange, modify the
subscriber database to a form acceptable to Domino, import it into Domino, and
then import the subscribers from the Domino server into Cisco Unity 4.0. The
information that will be exportable includes the subscribers' names and extensions,
but not information such as spoken names and greetings. Subscribers' messages will
not be carried over. Cisco does not offer a utility to accomplish this.

Other Cisco Unity database information such as call handlers, call routing tables, and
restriction tables are also not carried over.

The following is a list of the items to keep in mind when preparing for a Domino
upgrade from Cisco Unity 3.x:

Perform a new Cisco Unity 4.0 installation.

No database is carried over.

Export the subscriber database from Exchange.

 Modify the subscriber database into a form acceptable to Domino.

Import the subscriber database into Domino.

Import the subscriber database into Cisco Unity 4.0.

Subscribers' messages are not carried over.

Upgrading from Cisco PA 1.3 to Cisco PA 1.4

The Cisco PA upgrade procedure is very straightforward. The upgrade process

automatically shuts down the PA services and restarts them after the upgrade is
complete. There should be no need to reprogram the database.

If you are upgrading from PA Version 1.2, you must first upgrade to Version 1.3,
then apply the patch for Version 1.3(3).

WARNING

Upgrading from Cisco PA 1.2(x) to 1.4 is not recommended. A Cisco PA

1.2 to 1.3 upgrade is required first before upgrading to 1.4. Also,
upgrading from Version 1.1(x) is not supported.

Detailed instructions for upgrading Cisco PA can be found in the Cisco Personal
Assistant Installation Guide, which you can find on Cisco.com.

The following is a list of items to keep in mind when you are performing a PA
upgrade:

Upgrade to 1.3(x) first if it is an earlier version of PA.

Apply the appropriate PA patches.

Install PA 1.4.

Installation can be done from CD.

There is no reprogramming of Cisco PA required.

When you are performing a PA upgrade, keep the following tips in mind:
 Disable the McAfee NetShield services and the Cisco Security Agent on the PA
server, if they are installed, so that they will not interfere with the PA
installation program.

Upgrade Cisco CallManager to the appropriate software version if required.

More information on this can be found in the Cisco Personal Assistant Installation
Guide.

Step 1. Remove PA from the network by stopping all PA services.

Step 2. After all PA services are stopped, install the new PA server, speech
recognition server, and user and administrative interfaces.

If you are performing the upgrade to the enhanced Text to Speech server,
install the enhanced server.

Step 3. Refresh your PA system. To do so, log on to the PA administration

interface and select System > Speech Services > Refresh Now.

Step 4. If you have McAfee NetShield or the Cisco Security Agent installed,
enable these services.
Chapter Summary
In this chapter, you learned about the different Cisco unified communications
architectures, the software that is needed to perform a successful installation of the
unified communications products, the Cisco Unity system installation process, the
use of CUSPA and CUICA, and the upgrade process for the Cisco unified
communications products. Specifically, you learned how to do the following:

Describe the architecture of Cisco Unity for Exchange

Describe the architecture of Cisco Unity for Domino

Describe the architecture of Cisco PA

Identify where to find additional help and information

Describe the software required to install Cisco Unity for Exchange

Describe the software required to install Cisco Unity for Domino

Describe the software required to install Cisco PA

Describe the client software for both Cisco Unity for Exchange and Domino

Describe the resources available to assist with the Cisco Unity installation

Describe the use of CUSPA

Describe the use of CUICA and its components

Describe the process of installing PA

Use supported upgrades for Cisco Unity

Use supported upgrades for Cisco PA

Use upgrade procedure for Cisco Unity

Use upgrade procedure for Cisco PA

For additional information on the preceding topics, refer to these resources:

 Cisco Unity Installation Guide (with Domino), Release 4.0

Cisco Unity Installation Guide (with Exchange), Release 4.0

Cisco Unity System Administration Guide (with Domino), Release 4.0

Cisco Unity System Administration Guide (with Exchange), Release 4.0

Cisco CallManager Integration Guide

Cisco Personal Assistant Administration Guide

Cisco Unity Design Guide

You the can find these guides at Cisco.com by searching for the preceding titles.
Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

Name the different message stores that you can choose when installing
1:
Cisco Unity 4.0.

When is the Microsoft SQL Server 2000 software required for a Cisco Unity
2:
installation, as opposed to the MSDE?

Which component developed by IBM Lotus can be used to integrate Cisco

3:
Unity 4.0 with Domino R5/R6?

4: Name the three major components of Cisco PA.

5: When is Windows 2000 Advanced Server required for Cisco Unity 4.0?

6: What configuration setup is supported with Cisco Unity for Domino?

When installing Cisco PA 1.4, where can the Cisco PA Speech Recognition
7:
Server software be installed?

When preparing to install VMO on a client machine, where is this software

8:
found?

9: What does the CUSPA tool do?

10: Which version of PA must your system be on to upgrade to PA 1.4?

Chapter 9. Cisco Unified Communications
Integrations
Upon completing this chapter, you will be able to perform the following tasks:

Describe the attributes and types of Cisco unified communications integrations

with telephone systems

Describe uses of messaging ports in a Cisco messaging system

Configure messaging ports in a Cisco messaging system

This chapter discusses the different types of communication used between a Cisco
unified communications server and a telephone system.

This chapter starts by discussing the elements of Cisco unified communications

integrations. This includes the integration between Cisco Unity, Cisco CallManager
(CCM), circuit-switched PBXs, and Session Initiation Protocol (SIP) integration. It
also discusses the integration between CCM and Cisco Personal Assistant (PA). It
then moves on to discuss the attributes of communications integrations between
Cisco Unity and a telephone system, as well as between Cisco PA and CCM.

The chapter continues by discussing the telephone integrations supported for Cisco
Unity 4.0. It also includes examples of IP, dual-tone multifrequency (DTMF),
Simplified Message Desk Interface (SMDI), PBXLink, and SIP integrations.
Defining a Communications Systems Integration
A telephone system and a voice-processing system communicate with one another
via integration. Integration between Cisco Unity and a PBX takes place when the
following three essential features are present, as shown in Figure 9-1:

Call forward to a personal greeting

Easy message access

Message waiting indication

Figure 9-1. Attributes of an Integration

These features are present when the PBX and the voice messaging system are
exchanging information with each other in an agreed upon manner. The delivery of
this information between the two systems varies from integration to integration.

The basic integration types are IP-based, in-band DTMF, SMDI, PBXLink, and SIP.
Cisco messaging systems currently integrate with the majority of telephone systems
in the business telephone market. Once an integration is made, the PBX and the
voice-mail system work together, sharing information regarding call routing and
message notification.

Call Forward to Personal Greeting� This feature is essential to voice-mail

functionality. Call forward to personal greeting is the way that the telephone
system tells Cisco Unity what greeting to play. To route a call to the correct
greeting, the PBX must send information along with a call to instruct Cisco
Unity about what to do with that call. The Cisco Unity integration packages
enable information regarding station identification to be sent to Cisco Unity,
which then plays the appropriate greeting. If this information were not
present, the caller would hear the Opening Greeting. In this case, by default,
the caller would then need to enter the mailbox ID of the person they are
trying to reach. Usually this is the phone extension.

The different integrations function in various ways:

- An IP integration sends call information to Cisco CallManager via Skinny

packets across the LAN.

- In-band integration requires DTMF station identification (audio tones)

for caller ID. The phone extension is sent as DTMF tones to identify the
calling party.

- An SMDI integration passes information along in a small packet of data

sent via a serial cable or over a combination of modems and phone lines.
This is used along with analog lines that connect the PBX and Cisco Unity
for its voice path.

- PBXLink integrations must have special digital lines installed that will
transmit this information.

- A SIP integration uses requests and responses to set up, maintain, and
end sessions (calls). This information is sent in ASCII-based packets
through the network cable connecting Cisco Unity with another endpoint
for each session.

Easy message access� Cisco Unity typically recognizes a subscriber when

they enter a one- or two-button code on their extension, without them having
to enter their Personal ID. This is possible with the Cisco Unity integrations
because the telephone system has been programmed to download the digits of
a subscriber's Personal ID in response to that particular key sequence. In Cisco
CallManager, for example, the Messages button can be programmed to dial the
pilot number of the Cisco Unity system. Generally, if you press one or two keys
at your extension, for example 72 or possibly the Messages button, the
telephone system transfers the call to the hunt group for the voice-mail
system, and then sends along the digits for a Personal ID, such as *1408. The
next thing you hear in the conversation is either a request for your password
or the beginning of the subscriber conversation. With this feature present, it is
a very good idea for subscribers to password-protect their voice mailbox. By
default, Cisco Unity assigns a standard password to all subscribers.

Message waiting indicators� To inform users of new voice mail messages,

Cisco Unity sends code to the PBX to activate and deactivate message waiting
indicators (MWIs). That indication will take different forms depending on the
telephone system and the telephone sets attached to it. The indication can be
a steadily lit or flashing light, a word on a liquid crystal display (LCD) panel, or
a special tone heard when you pick up the handset.
When a call is sent from a PBX to Cisco Unity, the following call information is
typically also sent:

The number of the called party.

The telephone number of the calling party, which may be an extension or

phone number of an external call (if the phone system supports caller ID).

The reason code why the call was sent to Cisco Unity. This can either be
because the extension was busy on the other line and it was forwarded to
Cisco Unity, did not answer because they were away from their desk, or the
extension is set to forward all calls to voice-mail because they are on vacation.
Another reason could be when an extension calls Cisco Unity directly to check
their messages.
Understanding the Attributes of Cisco Unified Communications
Integrations
Understanding the attributes of a communications integration will help you during
installation and while analyzing integration issues that may arise. This understanding
will enable you to save valuable time when troubleshooting these issues.

To fully benefit from this section, it is recommended that you have the following
prerequisite skills and knowledge (see Chapter 1, "Cisco Unified Communications
System Fundamentals," for a quick review of any of these topics):

Understand basic telephone system terminologies

Understand Cisco Unity standard features

Understand Cisco Unity basic call flow

Integrating Cisco Unity and CCM

Computer-based telephone systems are becoming more and more popular. Most of
them communicate via an Ethernet connection. This new method requires new ways
of integrating voice mail with them. Cisco Unity uses the Skinny Client Control
Protocol (SCCP) to communicate directly with Cisco CallManager. Because Cisco
Unity and CCM are on separate servers, each requires some information from the
other to communicate. CCM, for example, must know information such as the
names of the voice-mail ports and the extensions that should be assigned to the
voice-mail ports. The Cisco Unity side requires information such as what the IP
addresses are of the CCMs that Cisco Unity will be servicing and what Message
Waiting on and off numbers are assigned in CCM. With each voice-mail port given a
specific name by using a number suffix incremented for each, Cisco Unity must also
know what common prefix has been assigned to the group of ports being
configured.

You can configure Cisco Unity and CCM in many ways, depending on the customer's
requirements and the site's existing network topology.

The issues involved are normally focused on WAN deployments. Most LAN
deployments are very flexible because they have fewer bandwidth constraints. It is
important to understand how all the components interact to determine what works
best for the customer. Figure 9-2 illustrates a Cisco Unity and CCM integration.

Figure 9-2. Cisco Unity and CCM Integration

Integrating PA and CCM

The information that passes between the Cisco PA and CCM is basically call
information carried as IP packets over a company's LAN. The PA uses interceptor
ports to identify the telephone extensions that PA will intercept from CCM. You
must configure these ports as computer telephony integration (CTI) route points
and translation patterns in CCM to identify them in the PA server configuration. The
CTI route point's configuration allows PA to intercept the call; the translation
patterns allow calls to go through to the extension if the PA server is unavailable.

Figure 9-3 illustrates the following steps to complete a Cisco PA and CCM
integration:

1. A call arrives for an extension from the Public Switched Telephone Network
(PSTN).

2. Because this extension has a PA interceptor port (CTI route point) configured
for it, CCM routes the call to PA.

3. PA retrieves the user information from the Lightweight Directory Access

Protocol (LDAP) directory and checks whether the user has any rules set.

4. In this example, the user has a rule set to have calls sent to a branch office
where the user is working. The call extends to a phone on the branch office.
Figure 9-3. Cisco PA and CCM Integration

[View full size image]

Understanding the Types of Cisco Unified Communications
Integrations
A Cisco Unity system uses the services of a telephone system, either circuit-switched or packet-
switched, to perform its essential functions. Functions such as automated attendant, voicemail,
and audiotext work because of an established relationship with a telephone system.

Understanding the relationship between a telephone system and a Cisco Unity voice-processing
system and its integrations contributes to the proper installation and troubleshooting of Cisco
Unity.

To fully benefit from this section, it is recommended that you have the following prerequisite
skills and knowledge (see Chapter 1 for more information on any of these topics):

Knowledge of the basic telephone features used with voice mail

The ability to list the telephone switch integrations supported by Cisco Unity 4.0

Knowledge of the standard features of Cisco Unity

Knowledge of the standard features of Cisco PA

Integrating with IP

Cisco Unity messaging systems integrate with CCM by using the Cisco Unity-CM TAPI service
provider (TSP) in a pure IP environment. Because Cisco Unity and CCM communicate without
the use of traditional voice boards, all call information, including session, signaling, and audio,
travels as packets across the network. Figure 9-4 illustrates a Cisco Unity and CCM integration.

Figure 9-4. Cisco Unity and CCM Integration

Most Cisco IP telephone models connect to virtual station ports on CCM using the Skinny
Client Control Protocol (SCCP). Cisco developed a TSP that connects to the SCCP layer of CCM.
The SCCP layer is similar to the CTI layer and provides a communication channel to CCM. All
integration functionality remains the same when using this protocol and all TAPI session and
call control is served through the Cisco Unity-CM TSP and SCCP.

NOTE

The Cisco TSP referred to is one that comes with the Cisco Unity product. This is
different from the Cisco-TSP that comes with Cisco CallManager.

Cisco Unity 4.0 uses SCCP to provide the call session and signaling information between CCM
and itself. This bidirectional communication between Cisco Unity and CCM takes place via the
Cisco Unity-CM TSP, a piece of software that opens and maintains that communication channel.
The TSP is installed on the Cisco Unity system. You can configure it by using the Cisco Unity
Telephony Integration Manager (UTIM) application.

Integrating with DTMF

A telephone system (PBX, using a DTMF integration) sends a series of DTMF tones to the
voice-processing system that communicates information needed for call forwarding to personal
greeting and easy message access. The voice-processing system in turn sends DTMF packets
over the analog lines to the telephone system to tell it to turn the MWI on or off. It does not
use an RS-232 serial cable connection. Figure 9-5 illustrates a DTMF integration.

Figure 9-5. DTMF Integration

When a call initially comes in to Cisco Unity and the caller hears the general greeting from the
Cisco Unity AutoAttendant, the caller enters an extension. The system then places the caller on
hold and dials the extension listed in the subscriber's page for the extension ID (extension
1000 in Figure 9-5). Once the caller is on hold, Cisco Unity pulses out the extension and then
either waits on the line and listens for ringing (supervised transfer, as referred to in the System
Administrator [SA] web page) or releases the call (release to switch, sometimes also referred
to as blind transfer). If the call goes unanswered for the specified number of rings (either in
Cisco Unity's or the PBX's programming, dependent on the transfer type used), the call comes
back to Cisco Unity. In the case of a supervised transfer, Cisco Unity still has control of the call,
so it sends the call directly to the personal greeting. In the case of a release to switch, Cisco
Unity answers as if it is a new incoming call and the PBX pulses out in DTMF packets the call
forwarding digits needed by Cisco Unity to play the correct subscriber's personal greeting.

Integrating with SMDI

An SMDI integration usually uses an RS-232 cable to connect the voice-mail system and the
telephone system. The serial cable plugs into the voice-processing system, which in this case
can be a Cisco Unity system on one end and the telephone system on the other. This is also
known as out-of-band signaling because the information about the call is carried on a different
path than the voice traffic. In contrast, an in-band (DTMF, for example) solution carries the
information about the call on the same path that carries the voice traffic.

SMDI integrations (using a serial cable) have a 100-foot connection limit that is determined by
the technical specifications of the RS-232 standard. If you are using Centrex lines, where the
central office serves, in effect, as an off-site PBX, having a dedicated line connected by
modems at each end allows you to bypass the 100-foot limit. You can also use modems on site
to bypass the RS-232 limit. The serial packets sent are sometimes referred to as SMDI packets.
This is the standard protocol used by Centrex, but it is also used by the NEC 2000 and the NEC
2400 telephone systems, among others.

A serial integration is more difficult to configure because of the variables involved: telephone
system programming, cable configurations, and COM port configurations. Once it has been set
up, it is both extremely reliable and quicker than a DTMF integration, particularly in the area of
servicing MWI requests. Figure 9-6 illustrates an SMDI integration.

Figure 9-6. SMDI Integration

Integrating with PBXLink

The PBXLink box provides an integration solution for several telephone systems, among which
are the Avaya Definity Gx and the Nortel Meridian 1. The PBXLink box works in conjunction
with the voice boards inside Cisco Unity. The voice boards used in the integration are the
standard boards available for Cisco Unity systems. Which boards are used depends on a
configuration that makes most efficient use of slots in the server.

The voice boards used with the PBXLink use PCI slots. The PBXLink connects to the telephone
system by using digital lines. Analog lines connect the PBX to the voice boards, which together
provide a channel for all the voice and DTMF traffic. The integration information travels to
Cisco Unity via an RS-232 cable between it and the PBXLink box.

You attach the PBXLink to the PBX via digital lines and program them on the PBX side. The
PBXLink uses the busy indicators to determine which analog lines between the PBX and the
voice-mail system are busy. Also, when calls arrive at the voice-mail system, the PBXLink
gathers the call information from the display of the digital set.

The PBXLink reads the digital information about the call (the called party's extension, the
reason for the forward, and the calling party's extension on internal calls), translates that into
SMDI packets, and sends the information through the RS-232 cable to voice mail. The PBXLink
box sends the information about the call (for example, which personal greeting to play when a
call forwards to voice mail on a ring with no answer) across the RS-232 cable. The PBX sends
the call to the voice-messaging system through the analog lines that connect the voice boards
and the telephone system. Figure 9-7 illustrates a PBXLink integration.

Figure 9-7. PBXLink Integration

Integrating with SIP

SIP is a peer-to-peer Internet Engineering Task Force (IETF) standard that is designed for
multimedia calls over IP.

A SIP proxy server is a system that receives SIP requests from a client, such as a SIP-enabled
IP phone, and then forwards the requests on behalf of the client. These proxy servers receive
SIP messages, and then can forward them to other SIP servers. SIP proxy servers can provide
capabilities such as authentication, authorization, network access control, routing, reliable
request retransmission, and security. Figure 9-8 illustrates a SIP integration.
 Figure 9-8. SIP Integration

A Cisco Unity SIP integration uses a SIP proxy server to set up communication between the
voice messaging ports on the Cisco Unity server and the appropriate endpoint, such as an IP-
enabled phone. The communications occur through an IP network (LAN, WAN, or Internet) to
all SIP-enabled devices connected to it, a SIP-enabled gateway to the PSTN, and all phones
connected to it.

The proxy server sends the following information in the SIP message along with the forwarded
call:

In the Diversion header, the extension of the called party

In the Diversion header, the reason for the forwarded call

In the Form header, the extension of the calling party (for internal calls) or the SIP URL
of the calling party (if it is an external call and the system uses caller ID)

You can use the UTIM to configure this integration.

Integrating with Dual Phone Systems

Compatibility among voice and unified messaging systems, the existing PBX equipment, and IP
telephony solutions is a primary concern for most enterprises. Users must experience
uninterrupted service and be offered a familiar interface to ensure a smooth migration from a
traditional PBX system to an IP telephony environment.

Dual-switch integration provides an integration for customers who currently have a traditional
circuit-switched PBX and would like to migrate to CCM. This integration preserves a customer's
investment in its circuit-switched infrastructure while simultaneously allowing for migration to
packet-switched technology at any pace the customer chooses. This allows enterprises to
operate in a hybrid environment while maintaining consistent voice-messaging service across
the organization. Figure 9-9 illustrates a dual-switch integration using Cisco Unity and CCM.

Figure 9-9. Dual-Switch Integration

[View full size image]

Cisco Unity solutions are designed to provide connectivity with CCM and existing PBX
equipment at the same time. In addition to connectivity, Cisco Unity solutions also support
complete voice-mail integration between both systems simultaneously.

Dual-switch integration can be used to connect CCM and a Cisco SIP proxy server. It is also
available for a Cisco SIP proxy server and a supported traditional circuit-switched PBX when
connecting with Cisco Unity.

The best source for information about the Cisco Unity and CCM integration in a dual-switch
environment is the Cisco CallManager Integration Guide series. These guides are available in
Adobe Acrobat PDF format from several sources. They are available at Cisco.com by
performing a search on "Cisco CallManager Integration Guide."

Integrating with Telephone Systems

The following are the currently supported telephone systems for Cisco Unity 4.0:

Alcatel 4400 (DTMF)

Avaya Definity G3 (DTMF)

Avaya Definity Gx (PBXLink)

Avaya Definity ProLogix (DTMF)

 CCM (IP)

Cisco SIP Proxy Server (SIP)

Centrex (SMDI)

ECI Coral III (Serial)

Ericsson MD-110 (Serial)

Fujitsu 9600 (Serial)

Intecom E14 Millenium (Serial)

Matra 6500 (DTMF)

Mitel SX-200, SX-2000 (DTMF) ONS

NEC NEAX 2000, 2400 (Serial) MCI

Nortel Meridian 1 (PBXLink)

Siemens 9751 9006i (DTMF)

Siemens Hicom 300 (DTMF)

Syntegra ITS (SMDI)

Syntegra ITS (SMDI)

You can find this list by visting the following website:

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_configuration_guides_list.html

Cisco conducts extensive testing before qualifying a telephone system for use with Cisco Unity.
Telephone systems are tested under many different call scenarios, and troubleshooting
information is created. Therefore, Cisco TAC will not support systems that are not first
qualified. If you do decide to install Cisco Unity with a nonsupported telephone system, you
will be responsible for all integration issues on that system.

Using Messaging Ports in a Cisco Messaging System

The Cisco Unity voice-mail ports are a crucial part of general setup. Ports are also referred to in
many of the Cisco Unity documents as sessions. The term port is from the telephony world,
referring to when a physical connection is made between the voice-mail system and the
telephone system. Session is the term used in the IP telephony world.

In essence, a messaging port is an open communications channel between the telephone

system and Cisco Unity. When Cisco Unity answers a PSTN call or a user calling to check
messages, Cisco Unity uses a port. In other words, Cisco Unity requires one port for every
simultaneous telephone call you expect it to handle. Determining how many ports you require
depends on your client's corporate messaging needs. Such features as AutoAttendant,
Audiotext, and Message Notification, and whether it is a DTMF integration, all can affect the
number of ports required.

In CCM, you configure each Cisco Unity messaging port as a voice-mail port. In circuit-based
PBX integrations, the Cisco Unity messaging ports are analog extensions with one extension
used per port.

Defining Messaging Ports Configuration Options

There are various settings for the Cisco Unity messaging ports.

Figure 9-10 shows the Ports Configuration page from the System Administrator (SA) tool.
When you open the SA, on the left-hand side you will see a list of links. Scroll to the bottom
and you will see the Ports link. Click it to go to the Ports page.

Figure 9-10. Ports Configuration

[View full size image]

The following is a list of the settings configured for each messaging port:

Enabled� This setting means that the port is in service. If this setting is unchecked, the
port is out of service. In that scenario, the caller who reaches that port receives ringing
tones but Cisco Unity does not answer. You might uncheck this setting if you are having
issues with that particular port or extension from the telephone system and you do not
 want callers to access that port. You should remove that port from the hunt group you
created, to prevent such a scenario from happening.

Answer Calls� This setting means Cisco Unity will answer a call received on this port.
This can be either a call coming in from the PSTN or an internal call coming from a
subscriber's office extension number. Unchecking this setting means Cisco Unity will not
accept an incoming call on this port.

Message Notification� This setting allows the Cisco Unity port to dial out calls for
message notification, such as to a pager, mobile phone, or text pager. Dialouts are
subject to Restriction Table settings. Simply saving this information will enable this
function.

Dialout MWI� This setting allows the Cisco Unity port to dial out the message lamp on
and off codes that are associated with telephone systems. Typically, the last few ports are
reserved for dialout and outbound MWI traffic only because this type of traffic will not
interfere with calls Cisco Unity is receiving. By default, however, all ports are enabled for
this functionality. The number of recommended ports varies for this depending on the
size of the deployment and how Cisco Unity will be used.

TRAP (Telephony Record and Playback) Connection� This setting is used during
telephone recording and playback of greetings through the Media Master in Cisco Unity.
The Media Master is used when recording or playing greetings using the Cisco Unity
Assistant or through System Administration screens. Unchecking this setting for all ports
would require each user to use the microphone of their PC's multimedia device for record
and playback.

AMIS (Audio Messaging Interchange Specification) Delivery� AMIS is a protocol

that uses analog lines to exchange voice messages between voice-mail systems that
support AMIS. Cisco Unity supports the Audio Messaging Interchange Specification
analog (AMIS-a) protocol. The AMIS Delivery setting is available on systems that are
licensed for AMIS. When using AMIS Networking, this setting affects outbound AMIS calls
only. This is used for delivering voice-mail messages to target voice-messaging systems.
More information is available in Chapter 10, "Unified Communications Networking."

Each Cisco Unity messaging port can be configured to one or more of these five settings:
Enabled, Answer Calls, Message Notification, Dialout MWI, and TRaP Connection. AMIS Delivery
is an optional setting that is available if your Cisco Unity system contains an AMIS license. How
the individual ports on your Cisco Unity are configured will depend on your corporate
messaging needs. Some considerations are discussed in the next section.

Configuring Messaging Ports

The determining factor on how to configure the Cisco Unity ports is your client's corporate
messaging needs. As you have seen, Cisco Unity is feature rich and your use of these features
directly impacts how the ports will be configured.

The AutoAttendant feature can affect the port configuration by requiring the Answer Calls
setting to be used on all ports. To ensure that callers do not receive a busy signal when calling,
you would want as many ports as possible set to answer those calls.

The Message Notification feature of Cisco Unity can greatly increase the dialout usage of the
ports. As you know, subscribers have the option of having up to 13 different message
notification devices configured to notify them when they have messages in their mailbox. If a
port is not available, the message notification will be queued and a user's notifications may be
delayed. How long the delay is will depend on how many message notifications are queued.

If the Dialout MWI setting is not selected on a sufficient number of Cisco Unity ports, there will
be a delay of the lighting and extinguishing of MWIs on the user's telephone. This may result
in user complaints of delayed messages (messages in their mailboxes but the lamps not being
lit) or that lamps are not going out after they retrieve their messages. These scenarios can
occur on those installations that use DTMF or (to a much lesser extent) IP integrations. (Serial-
and PBXLink-type integrations do not use Cisco Unity messaging ports to light message
waiting lamps. However, at least one messaging port must be configured for MWIs).

As a guide, 25 percent of Cisco Unity messaging ports should be set for Dialout MWI for DTMF
integrations. This can be adjusted if issues arise or if corporate needs have specific
requirements.

As a guide for IP integrations, one Dialout MWI port should be configured for every 16 ports of
the Cisco Unity system. Although the Cisco Unity port is not sending out Touch-Tones to light
lamps on an IP integration, the channel still needs to be open.

Using TRaP for hearing voice messages can also have an impact on port usage. If not enough
ports are configured for TRaP, some users will receive an error such as, "Unknown problems are
preventing the completion of this call." Those users then need to use their PC's multimedia
microphone to record greetings during that session, or they can call back when a port becomes
available.
Chapter Summary
In this chapter, you learned the attributes that make up Cisco unified
communications integrations, the types of Cisco unified communications
integrations, and the different uses and types of configurations for messaging ports
in a Cisco messaging system. Specifically, you learned the following:

The attributes of a communications integration

The integration between Cisco Unity and CCM

The integration between Cisco PA and CCM

A dual telephone system integration

The supported Cisco Unity telephone systems

Define a Cisco Unity messaging port

Describe Cisco Unity messaging port configurations

Define guidelines for Cisco Unity messaging port settings

For additional information on the topics presented in this chapter, refer to the
following resources:

Cisco CallManager Integration Guide

Cisco Personal Assistant Administration Guide

Various Cisco Unity Integration guides

Cisco Unity System Administration Guide

These references can be found by going to Cisco.com and performing a search.

Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

Name the three main integration features present when integration between
1:
Cisco Unity and a PBX takes place.

What communications protocol does Cisco Unity use to communicate with

2:
Cisco CallManager?

3: When using PA, what type of ports must you configure in CCM?

List at least three types of integration that Cisco Unity 4.0 uses to integrate
4:
with telephone systems.

When using DTMF integration, what mechanism does Cisco Unity use to
5:
turn on a lamp on a phone?

What type of cable does the SMDI integration usually use to send
6:
information about a call?

When using PBXLink integration, you attach the PBXLink box to the PBX
7:
using what type of lines?

8: In Cisco Unity, what is another name for a messaging port?

What is the TRaP Connection setting used for on the Cisco Unity messaging
9:
ports?

List at least three telephone systems that Cisco Unity 4.0 currently
10:
supports.
Chapter 10. Unified Communications Networking
Upon completing this chapter, you will be able to perform the following tasks:

Describe how messages are delivered and directories are replicated

Describe how Simple Mail Transfer Protocol (SMTP), Audio Messaging

Interchange Specification (AMIS), Voice Profile for Internet Messaging (VPIM),
and the Cisco Unity Bridge are used to deliver messages

Describe addressing options in Cisco Unity

Select which scenarios would appropriately use blind addressing in Cisco Unity
from a list of possible scenarios

Describe the advantages of the Cisco Unity networking capabilities

Create and use Internet, AMIS, VPIM, and Bridge subscribers

This chapter covers the networking components that are used with Cisco Unity to
establish communication with other messaging systems for voice mail, e-mail, and
fax.

Messaging within an organization is vital for everyday business, with each

organization having specific requirements and needs to exchange information
internally and externally. This chapter explores the different ways in which Cisco
Unity can be set up to provide connectivity to other Cisco Unity systems and to
non�Cisco Unity recipients, and describes the components involved. It contains
basic and advanced areas of Cisco Unity networking with Microsoft Exchange and
Lotus Notes.
Cisco Unity Networking Fundamentals
This section explores the areas that are important to networking with Cisco Unity. It
explains directory replication, location objects, dialing domains, and the different
types of networking offered by Cisco Unity.

Before you implement networking between Cisco Unity and other messaging
systems (which may include another Cisco Unity server), you must first understand
the basic concepts and terminology on which it is built. This section defines all the
fundamental concepts for each of the later sections that concentrate on specific
implementations of networking.

To benefit fully from this section, it is recommended that you have these
prerequisite skills and knowledge. (If you need a quick review of either topic, see
Chapter 1, "Cisco Unified Communications System Fundamentals," where you can
find more information.)

An understanding of the standard features of Cisco Unity

An understanding of the Cisco Unity call flow

Defining Cisco Unity Networking

In Cisco Unity, "networking" is the general term for defining messaging between
Cisco Unity servers and Cisco Unity and other messaging systems. In these cases,
messaging systems may include voice mail, e-mail, and fax messaging.

In Cisco Unity Version 3.x and earlier, networking had a limited meaning. It referred
only to the capability of one subscriber to call into voice mail and address a message
to another subscriber residing on a remote Cisco Unity server. This server may have
been in a remote Exchange site. Cisco Unity 4.0 expands the definition of
networking by adding more capabilities, which are described next. Whether or not
you can use each of the new capabilities depends on the type of telephone switch
network you are using and the configuration of your mail store.

In a Cisco Unity networked environment, any subscriber can leave a message for any
other subscriber in the organization by name or extension. Callers can dial into any
Cisco Unity server and the Cisco Unity Automated Attendant will transfer that call to
the correct subscriber in the organization, regardless of which Cisco Unity server the
called subscriber is associated with. Outside callers can also dial into any Cisco Unity
server and find any subscriber by name in the directory and be transferred to them,
regardless of which Cisco Unity server the subscriber is homed to. Finally, any
number of Cisco Unity servers can be bound together in a dialing domain so that
subscribers can address messages and perform auto-attendant transfers simply by
dialing the same number they use to reach that person through the telephone
system.
Figure 10-1 illustrates the different types of networking that Cisco Unity is capable
of handling.

Figure 10-1. The Different Types of Cisco Unity Networking

The main goal of networking in Cisco Unity is to deliver messages from a Cisco Unity
server to a target, and from the target to a Cisco Unity server. The experience that a
user has is very simple: the caller leaves a message for someone who is a subscriber
on the system. The caller does not need to know what type of server the subscriber
resides on, nor where they are physically located. The target server may not even be
a Cisco Unity server, in which case communication protocols and software setup are
used to make that message transfer to the remote messaging system once the user
leaves the message. This makes it transparent to the user who is leaving a message.

Understanding Cisco Unity Networking Communication

Methods

Cisco Unity has five different types of networking communication methods available,
each of which enables Cisco Unity to be connected to a variety of other messaging
systems for delivery of messages. The type of networking used with Cisco Unity
depends on the target server the subscriber's message needs to be delivered to. The
following list presents a brief look at each type of target server and the method used
to reach it:

Digital networking� Can be used if an organization has several Cisco Unity

servers and requires that subscribers communicate with each other. It is
implemented when all the servers are part of the same global directory on a
network.
 SMTP� Can be used if the target server is a Cisco Unity system and it uses a
separate global directory. If the target server is a different type of messaging
server that is capable of receiving SMTP mail, it is also a candidate for SMTP
networking. The major difference in sending messages to another Cisco Unity
server and sending messages to any other server is the appearance of the
message when it arrives at the target server. If a voice message is sent to a
Cisco Unity server, it retains all of its voice-mail attributes (that is, a subscriber
can listen to it over the telephone). If the other target server is a different e-
mail server, then the voice message arrives as an e-mail message with a WAV
file attachment.

AMIS-analog (AMIS-a)� Can be used to connect Cisco Unity and other

AMIS-a-compliant voice-mail systems. It is a widely available type of
networking. This protocol uses an analog method to exchange messages
between each messaging system. Phone calls are placed between the voice-
mail systems to deliver voice messages.

VPIM� If the target voice-mail system supports the VPIM protocol, then this
is the preferred method of transferring messages between voice-mail servers.
This is a digital standard based on SMTP and the Multipurpose Internet Mail
Extension (MIME) protocol. Voice, text, and fax messages may be transferred
between target servers.

Bridge networking� The ideal method for transferring messages between

Cisco Unity and Octel voice-mail servers if the target voice-mail system is a
supported Octel server. Bridge networking uses VPIM and the MIME protocol
with some proprietary extensions to exchange messages with Cisco Unity. It
uses the Octel analog messaging standard to communicate with Octel servers.
Voice messages can be transferred between messaging systems.

Cisco Unity Digital Networking with IBM Lotus Domino

Digital networking can be used in a Cisco Unity 4.0 and Domino environment. It is
enabled on every Cisco Unity server, and it can be easily configured. Besides the
digital networking requirements, the other required configuration is of the primary
location object on each server. The primary location object is a system object,
created by default when Cisco Unity is installed, and it cannot be deleted. It contains
the information each Cisco Unity server requires to send messages to other servers.
You can find the primary location object in the Cisco Unity Administrator, located
under Network.

Figure 10-2 illustrates the Primary Location page of a Cisco Unity system.

Figure 10-2. Primary Location Page

[View full size image]

A dialing domain is a collection of Cisco Unity servers that are either served by the
same telephone system or are attached to a networked telephone system. Dialing
domains allow an organization to deal with overlapping dial plans.

Further information about the requirements for, and configuration of, digital
networking is given in the section "Implementing Digital Networking in Cisco Unity"
later in the chapter.

Understanding Cisco Unity for Exchange Networking

With the addition of Internet Voice Connector (IVC), Cisco Unity 4.0 for Exchange is
capable of the full range of networking solutions. Users may send messages to
subscribers residing on other Cisco Unity servers, on SMTP servers, on VPIM-
compliant messaging servers, on AMIS-a-compliant voice-mail servers, or on Octel
voice-mail systems that are using the Octel analog protocol. The following sections
explore the capabilities and configuration of each of these networking solutions.
They also discuss when and how the IVC software is used with Cisco Unity and the
other messaging systems.

Using IVC for Exchange

IVC allows two Cisco Unity systems to send and receive voice messages as SMTP
mail, while preserving the Cisco Unity attributes within the message. It also allows
Cisco Unity to communicate with SMTP servers, Octel voice-mail systems, VPIM-
compliant voice-mail servers, and AMIS-a-compliant voice-mail systems. The data
objects within the location object define the type of communication used. Whenever
you specify another Cisco Unity as the destination type, the SMTP message is
packaged with binary data that identifies the mail as a Cisco Unity voice-mail
message to the receiving machine (another Cisco Unity server). The end result is
that the message may be played over the telephone, as well as played and managed
by ViewMail for Outlook (VMO). The messages do not appear as an attached WAV
file to subscribers.

IVC is a separate installation from Cisco Unity and is located on the Cisco Unity
Installation CD-ROM. After you install IVC, it appears as an Exchange connector
object similar to Internet Mail Service (IMS in Microsoft Exchange 5.5) or SMTP
Connector (Microsoft Exchange 2000, and is a Windows NT service as well). Thus, an
entry is created in the Exchange Gateway Address Routing Table for a message type
of VOICE. Because IVC uses SMTP, it requires the IMS connector to function
properly in Exchange 5.5.

If you are upgrading to Cisco Unity 4.0, then you should use the latest connector. It
is also important that you have only one connector installed. Instructions for
removing earlier versions of the connector differ from the instructions for removing
the most current connector. You can find these instructions at Cisco.com in the
Networking in Cisco Unity Guide (with Microsoft Exchange).

If you install IVC after you have established subscribers on your Cisco Unity system,
and that system will be a remote location (or AMIS location) to other Cisco Unity
systems, you need to run the Extension Address Utility to generate the proper
addresses for your subscribers. To locate this utility, choose Start > Programs >
Unity. It creates user addresses of the type VOICE and SMTP, both necessary for
blind addressing. Once you install IVC, any new subscribers who are added to Cisco
Unity automatically have those addresses generated for them as a part of the
normal subscriber creation process. If you change your location ID or domain name
after creating extension addresses, you need to rerun the utility to create correct
addresses. Instructions for running the utility are located in the Cisco Unity System
Administration Guide.

Understanding Message Transfer and Directory Replication

This section explains in general the message transfer and directory replication
process in a messaging environment. In addition, this section describes Cisco Unity's
interactions with Active Directory (AD) in Microsoft Windows 2000.

Figure 10-3 illustrates the message transfer and directory replication process.

Figure 10-3. Message Transfer and Directory Replication Process

Figure 10-3 is a high-level, conceptual diagram of the connection between two Cisco
Unity servers installed on a corporate network. It contains a Cisco Unity server on
each site, Chicago and Seattle. In addition, there are several back-end e-mail servers
at each site. These servers all share a global directory that contains information
about the mail users. This is also the subscribers' mail store where users can gain
access to their messages, monitor their mailboxes, and leave messages. The key to
this model is that all the employees in this organization share a single directory,
which is the global directory; thus, other sites can be added while maintaining the
same model.

Cisco Unity servers synchronize information in this directory with their local SQL
database. Information such as all mail users, Unity objects, and public distribution
lists are examples of the data that is kept in the SQL database. As a result, directory
lookups across the organization can take place very quickly because a copy is stored
locally on each Cisco Unity server.

Earlier versions of Cisco Unity copied a large amount of information from SQL to the
directory. In Cisco Unity 4.0, that information has been reduced to a smaller set.
Only information that is needed to address messages to subscribers, find
subscribers, and transfer calls to subscribers' phones is now stored in the directory.
The rest of the information is on the SQL database. The type of information copied
to the directory includes the following:

First name.

Last name.

Display name.
 Recorded voice name.

E-mail alias.

Fax ID. This ID is used when using third-party fax integrations. It allows faxes
that are intended for a particular subscriber to be sent directly to their
mailbox.

Primary ID. This ID is used when subscribers log on to their voice-mail boxes.
It is usually their extension number.

Up to nine alternate IDs.

Location object assignment.

System ID. This identifies the Cisco Unity server the subscriber is associated
with.

Transfer string. This field identifies the exact digits that are necessary to ring
the subscriber's phone during a transfer. This can include dual-tone
multifrequency (DTMF) digits, trunk access codes, and pauses. Each subscriber
can have only one string.

If a subscriber is added in Seattle, the previous information, along with all the other
subscriber information, is written to the local SQL database. Replication is set
between the database and directory so that the items listed above are transferred to
the directory periodically.

Now that the Seattle local SQL database and directory are in sync, the next step is
to have the SQL database in Chicago pick up the updated information from the
directory. (If there were another site, the same method would be used.) After all the
SQL databases have received the new information, a subscriber in Chicago can look
up the new Seattle subscriber while in voice mail. The subscriber can perform this
either by name or by extension. When addressing a message, the Chicago subscriber
can also choose to hear the voice name of the intended subscriber as confirmation.

In Figure 10-3, the direct message connections are limited to the servers in the local
site. Any subscriber can send messages to users outside the site by using the
message transfer "cloud" (that is, the Message Transfer Agent [MTA] in Exchange
5.5). However, you can log in and access messages only on a server at your site. The
same sort of limitations apply to Exchange 2000/2003 and Domino. Only the names
of the defined boundaries will change.

The following sections examine how messages are transferred within and between
Exchange sites (for Exchange 5.5) and routing groups (for Exchange 2000/2003).
Then, you learn how Cisco Unity interacts with AD in Windows 2000 in terms of the
directory replication process.
Intrasite Messaging in Exchange 5.5

If a particular site has only one Exchange server, all messages and directory
information reside on that server. However, if that site has more than one server,
messages need to be delivered to the appropriate home server, and each of the
directories must be replicated across the servers. To achieve this, Exchange relies on
the Directory Service (Exchange 2000/2003 uses AD instead) to provide information
about where the recipient is homed.

The home server for a recipient is specified when they are created. However, an
administrator may modify which server is the recipient's home server at any time.
This server is where the recipient's mail is physically kept on disk for retrieval. Once
a server is added to a site, directory replication occurs automatically so that each
server on the site knows the list of recipients on every other server at that site.
Directory replication occurs approximately every 5 minutes and typically does not
need to be modified. Figure 10-4 illustrates the process of delivering a message
within an intrasite messaging Exchange 5.5 environment.

Figure 10-4. Intrasite Messaging Exchange 5.5

[View full size image]

The numbers of the steps in the following list correspond to those in Figure 10-4:
 1. Fred, in Exchange1, composes a message, addresses it to Joe, and sends it.
(Step 1a is a recognition that Exchange 5.5 servers within a site replicate
information automatically.)

2. The Exchange1 IS (Information Store) sends a message to the MTA for

delivery to a remote Exchange server.

3. Exchange1's MTA performs a directory lookup in the DS and finds the

distinguished name of the remote server's MTA.

4. The Exchange1 MTA opens an association (connection) with the Exchange2

MTA and delivers the message.

5. The Exchange2 MTA performs a directory lookup in the DS and finds that Joe's
mailbox is homed locally.

6. The Exchange2 MTA delivers the message to the IS.

7. Joe sees a new message from Fred show up in his mailbox.

All directory services within a site communicate with each other directly to maintain
the Exchange directory synchronization. This occurs about 5 minutes after a change.

Intersite Message Passing and Directory Replication

There are many similarities between connecting multiple servers in a site and
connecting multiple servers at multiple sites, but a few differences do exist. In a
multiple-site environment, an Exchange administrator between the sites must set up
messaging connectors and directory replication connectors. Some of the messaging
connectors for Exchange 5.5 are site connectors, X.400 connectors, IMS connectors,
and Dynamic Remote Access Service (DRAS) connectors. Determining the best
messaging connector is important because each provides different sets of features
and functionalities. For example, some connectors for Exchange 5.5 have user and
message size restrictions.

After you set up the site connectors, your next step is to configure the proper
directory replication connectors. This configuration varies based on the
organization's topology. The directory replication connector uses the messaging
connector to send its directory replication messages. Therefore, the messaging
connector must be in place before the directory replication connector is set.
Directory replication between sites is scheduled to occur every 3 hours by default,
but may be accelerated. Upon initial installation of the directory replication
connector, directory replication occurs within a few minutes and typically does not
need to be accelerated. After the initial replication, only changes are sent on
subsequent updates to the directory. Once directory replication is completed,
subscribers can address messages to anyone in the organization by accessing either
the Cisco Unity telephone directory conversation or the Exchange-based global
address list (GAL).
Figure 10-5 illustrates how messages are passed within an Exchange 5.5
organization with multiple sites and servers.

Figure 10-5. Intrasite Message Passing and Directory

[View full size image]

The numbers of the steps in the following list correspond to those in Figure 10-5:

1. Fred composes a message, addresses it to Joe, and sends it.

2. The Exchange1 IS sends a message to the MTA for delivery to a remote

Exchange server.

3. Exchange1's MTA performs a directory lookup in the DS and finds the

distinguished name of the remote server's MTA.

4. The Exchange1 MTA notices that Joe's home server is at the remote site Los
Angeles and selects the site connector. The Exchange1 MTA sees that it must
send all mail using the site connector to the site connector bridgehead,
Exchange2.

5. The Exchange2 MTA performs a directory lookup in the DS, realizes that it
must pass this message to the remote site Los Angeles, and uses the site
connector.

6. Because Exchange2 is the site connector bridgehead, MTA makes a connection

to the Los Angeles site connector target server, Exchange3, and delivers the
message.

7. Exchange3's MTA performs a directory lookup and sees that Joe's home server
is Exchange4.
 8. Exchange3's MTA passes the message to the Exchange4 MTA.

9. Exchange4's MTA performs a lookup and sees that Joe is homed on

Exchange4.

10. Exchange4 MTA passes the message to the IS.

11. Joe sees a new message appear in his inbox.

12. Directory replication occurs.

In order for directory replication to occur between sites, you must install the
directory replication connector after you install a site connector. As part of the
installation process, you must define a bridgehead server at each site. Replication
between these bridgehead servers then occurs once every 3 hours by default. This
number may be changed in the connector's properties pages. All directory service
changes are sent between bridgeheads as mail messages. The local MTAs are
responsible for delivery.

Intrarouting Group Message Passing and Directory Replication

Routing groups are used in Exchange 2000 to carry out functions that are similar to
what is referred to as sites in Exchange 5.5. If a server in a routing group is the only
server, all messages and directory information reside on that server. However, if two
or more servers exist in a routing group, messages must be delivered to the correct
home server and the directories must be accessed.

To accomplish delivery of messages, Exchange 2000 relies on AD to provide

information about where the recipient is homed. The home server for a recipient is
specified when the recipient is created, but may be modified by an administrator at
any time. This is the server where the recipient's mail is physically kept on disk for
retrieval. Once a server is added to a site, directory information is shared
automatically so that each server at the site knows the list of recipients on every
other server. Directory information is available automatically to all servers that are
members of the same forest. The manner in which messages are passed within an
Exchange 2000 routing group with multiple servers is illustrated in Figure 10-6 and
described next.

Figure 10-6. Routing Group Messaging: Exchange 2000

[View full size image]

The numbers of the steps in the following list correspond to those in Figure 10-6:

1. Fred composes a message, addresses it to Joe, and sends it.

2. The Exchange1 IS sends a message to the SMTP server for delivery to a

remote Exchange server.

3. Exchange1's SMTP server performs a directory lookup in AD and finds the

distinguished name of the remote server's SMTP server.

4. The Exchange1 SMTP server opens an SMTP connection with the Exchange2
SMTP server and delivers the message.

5. The Exchange2 SMTP server performs a directory lookup in AD and finds that
Joe's mailbox is homed locally.

6. The Exchange2 SMTP server delivers the message to the IS.

7. Joe sees a new message from Fred show up in his mailbox.

AD handles all directory services within a Windows 2000 forest, which maintains a
one-to-one correspondence with the Exchange organization. The time it takes to
replicate information varies depending on the links between servers and groups in
Windows 2000. Inside a routing group, all servers should be on fast, permanent LAN
links, so that replication of updated attributes for the directory objects takes place
every 5 minutes.

Routing Group Message Passing

There are many similarities between connecting multiple servers in a routing group
and connecting multiple servers in multiple routing groups, but there are a few
differences. In a multiple routing group environment, routing group connectors
must be set up between the groups. The Exchange administrator configures this.
Bridgehead servers must be set up in both routing groups, and a cost needs to be
configured for each route. Multiple routing group connectors can also be set. This
enables you to continue to deliver messages if the primary link between the routing
groups is not available.

The manner in which messages are passed within an Exchange 2000 organization
with multiple routing groups and servers is illustrated in Figure 10-7 and described
next.

Figure 10-7. Routing Group Message Passing and Directory

Replication: Exchange 2000

[View full size image]

The numbers of the following steps correspond to those in Figure 10-7:

1. Fred composes a message, addresses it to Joe, and sends it.

2. The Exchange1 IS sends a message to the SMTP server for delivery to a

remote Exchange server.

3. Exchange1's SMTP server performs a directory lookup in AD and finds the

distinguished name of the remote server's SMTP server.
 4. The Exchange1 MTA notices that Joe's home server is in a different routing
group, Los Angeles, and, after consulting its internal link-state table, selects
the least-cost routing group connector. The Exchange1 SMTP server sees that
it must send all mail using the routing group connector to the group
bridgehead, Exchange2.

5. The Exchange2 SMTP server performs a directory lookup in AD, realizes that it
must pass this message to the routing group Los Angeles, and uses the
connector.

6. Because Exchange2 is the connector bridgehead, its SMTP server makes a

connection to the Los Angeles connector target server, Exchange3, and delivers
the message.

7. Exchange3's SMTP server performs a directory lookup and sees that Joe's
home server is Exchange4.

8. Exchange3's SMTP server passes the message to the Exchange4 SMTP server.

9. Exchange4's SMTP server performs a lookup and sees that Joe is homed on
Exchange4.

10. Exchange4's SMTP server passes the message to the IS.

11. Joe sees a new message appear in his inbox.

Replicating AD

AD is a directory service that is supported and used by Windows 2000. It stores a

large and customizable set of objects, such as user objects. These objects can then
be tracked and located on the network. Objects contain attributes, such as first
name and last name. This service is fully integrated with Exchange 2000 and takes
advantage of it by storing its directory information within AD. The ability to be
customized is what Cisco Unity takes advantage of. This is why the AD schema is
extended during installation. All domain controllers in a forest contain a copy of the
same AD database. Once the initial directory is built, AD replicates changed or
updated attributes of an object to all other domain controllers in its forest. Once
directory replication is complete, subscribers can address messages to anyone in the
organization by accessing either the Cisco Unity telephone directory conversation or
the Exchange-based GAL.

This section gives a detailed look at the way Cisco Unity interacts with AD.

Figure 10-8 illustrates two Cisco Unity systems in one AD forest.

Figure 10-8. Two Cisco Unity Systems in a Forest

A typical administrative action might be to add a new subscriber using the Cisco
Unity Administrator. Figure 10-9 illustrates adding a new user on the server called
Unity 1.

Figure 10-9. New User Added in Unity 1

Once the administrator saves the data, it is written to Unity 1's local SQL database.
Figure 10-10 illustrates the process of user data being added to the SQL database.

Figure 10-10. Data Added to SQL Database

The Unity 1 Directory Change Writer (the Cisco Unity AvDirChangeWriter service)
sees the data and sends the relevant pieces of it (detailed earlier, in the section
"Understanding Message Transfer and Directory Replication") to AD, as shown in
Figure 10-11.

Figure 10-11. AvDirChangeWriter Sends Data to AD

Now that the data is located in AD, it is replicated through the forest on its already
established schedule. Figure 10-12 illustrates how the information is distributed
across AD.

Figure 10-12. Information Distributed Across AD

The Unity 2 server's Global Catalog Monitor (the Cisco Unity
AvDSGlobalCatalogMonitor service) is a service that continuously monitors AD and
notes any changes. Figure 10-13 illustrates how the Global Catalog Monitor service
gathers new data from AD.

Figure 10-13. Global Catalog Monitor Picks Up the Change

The Global Catalog Monitor passes a message to the Directory Change Writer to
send the changes to the local SQL database in Unity 2. Figure 10-14 illustrates how
new data is passed on to the SQL database.

Figure 10-14. AvDirChangeWriter Sends the Data to SQL Database

Any subscriber or outside caller who reaches Unity 2 can now address and send
messages to the new subscriber on Unity 1. Figure 10-15 illustrates how Cisco Unity
becomes aware of a new user on Unity 1.

Figure 10-15. Unity 2 Knows About the New Unity 1 User

Digital networking in Cisco Unity 4.0 uses the process previously explained. Each
Cisco Unity server has a primary location object configured. All subscribers homed
on that server are known to all subscribers in the forest, and messages addressed
from any Cisco Unity server in the forest will be delivered. This makes digital
networking easy to set up and efficient in terms of handling delivery of messages.

Network Subscribers
This section details the options that are available for adding subscribers and
presents a decision tree for selecting the most appropriate type of subscribers.

Internet Subscribers

Internet subscribers are used for users who do not have a mailbox in the local
message store. They are used for digital networking and SMTP delivery. These
subscribers can be manually created by using the Cisco Unity Administrator, under
Subscribers. The key parameters when creating these subscribers are that the
Subscriber Type must be set to Internet Subscriber and the SMTP address must be
set.

Exchange custom recipients, which are called contacts in Windows 2000 and
Exchange 2000, are the underlying mechanisms to implement Internet subscribers.

Internet subscribers do not have a local message store. That is because this
subscriber's message store is actually located in a remote server. As a result, items
such as phone passwords, private lists, conversations, and message notification
information are not kept in Cisco Unity.

Internet subscribers do have the option of having a recorded name and greeting,
though. The mailboxes created for these users in Cisco Unity are basically pointers
to the remote server. The SMTP address is the key information that allows messages
to be addressed to the other server. Basically, when a message is left for an Internet
subscriber, that message is packaged and sent to the user via e-mail using the
Exchange 2000 SMTP gateway, called IMS in Exchange 5.5. The end location could
be any other mail server or even another voice-mail system.

When a caller leaves a voice-mail message for an offsite user, the offsite user
appears to the caller as if they are actually on site, whereas in fact they may be field
technicians or outside sales personnel who are not in the office. Internal users can
also address a message to them by using the GAL.

Internet subscribers can also be used to connect offices, without the need of
directory replications and message connectors. The administrator needs to
individually define Internet subscribers for each destination's location. In
organizations that have a large number of users, blind addressing typically is the
ideal choice because of the possible administrative overhead involved.

AMIS Subscribers

AMIS-a is a voice-mail standard that is used between AMIS-a-compliant voice-mail

systems for communication. Cisco Unity 4.0 has the capability to interface with
voice-mail systems that support this protocol. AMIS subscribers, which are similar to
Internet subscribers, are used in Cisco Unity to represent a user on a remote
messaging server. The main difference is that the AMIS subscriber message store is
homed on a different voice-mail system whereas the Internet subscriber message
store is set up on another e-mail system. AMIS subscribers are set up as contacts in
AD or custom recipients in Exchange 5.5.
AMIS subscribers contain items that have similar limitations as Internet subscribers.
All options that relate to the local message store are unavailable. AMIS subscribers
cannot log on to Cisco Unity via the telephone or use the Cisco Unity Assistant to
change personal settings. They also cannot own local private lists, receive message
notification, or receive message waiting indicators (MWIs) through Cisco Unity.
When messages are sent to an AMIS subscriber, the message is sent to the other
voice-mail system through calls via analog lines. Once the message is sent to the
other voice-mail system, it is up to the receiving server to provide a message store
and its features (that is, MWI and so on).

When you create an AMIS subscriber, you must set three key parameters: you must
set the Subscriber Type to AMIS subscriber, populate the remote mailbox number
extension, and select the location of the remote voice-mail system. (Normally, this
would be the subscriber's extension number on the remote voice-messaging server.)

VPIM Subscribers

VPIM is another specification that is used by messaging systems to communicate

with each other. Cisco Unity 4.0 has the capability to interface with voice-mail
systems that support this standard. VPIM subscribers are similar to AMIS
subscribers, as each does not have a local mail store on the local Exchange server.
The VPIM subscriber's message store is located in a different voice-mail system. The
main difference between AMIS and VPIM subscribers is that VPIM uses SMTP to
deliver messages to the other voice-mail systems whereas AMIS uses analog lines.
VPIM subscribers would be set up as contacts in AD.

VPIM subscribers contain items that have similar limitations as AMIS subscribers. All
options that relate to the local message store are unavailable. VPIM subscribers
cannot log on to Cisco Unity via the telephone or use Cisco Unity Assistant to
change personal settings. They also cannot own local private lists, receive message
notifications, or receive MWIs through Cisco Unity.

When you create a VPIM subscriber, you must set three key parameters: set the
Subscriber Type to VPIM subscriber, populate the remote mailbox number extension,
and select the location of the remote voice-mail system. (Normally, this would be
the subscriber's extension number on the remote voice-messaging server.)

Bridge Subscribers

Bridge subscribers in Cisco Unity 4.0 are used when interfacing with an Octel analog
voice-mail system. The Cisco Unity Bridge server is used as a networking gateway to
connect to an analog Octel network. Bridge subscribers are very similar to AMIS and
Internet subscribers. The main difference is that the Bridge subscriber's message
store resides on the Octel voice-mail system.

Bridge, VPIM, and AMIS subscribers all share the other features that regular Cisco
Unity subscribers do. An off-campus telephone number can be assigned to them and
calls will be transferred to that number. Callers can perform a directory lookup and
leave a message for these subscribers, although this can be restricted. They can also
be part of distribution lists. The availability of these different types of subscribers
enables you to connect Cisco Unity to other voice-mail systems while maintaining a
transparent look and feel to outside callers.

Selecting Subscriber Addressing

This section provides information on the choices that are available when determining
the best implementation for particular scenarios.

The flowchart shown in Figure 10-16 represents a decision tree for choosing what
type(s) of subscribers to create on a Cisco Unity server. The choices are not mutually
exclusive.

Figure 10-16. Choosing Subscriber Addressing

[View full size image]

If you connect messaging servers that are not Cisco Unity servers and you want
callers to be able to find those messaging servers' subscribers in the directory, then
you would implement them as AMIS, VPIM, Internet, or Bridge subscribers. The one
you should choose depends on the target server. If the target servers are not Cisco
Unity servers and you do not wish to have the subscribers listed in the directory,
then blind addressing is your best option.

Blind addressing can be defined by; when a subscriber addresses a message to a

location, once the subscriber receives a confirmation that it has reached the proper
location (the other messaging server), the subscriber can blindly address a message
to a remote subscriber.

If there are multiple different messaging targets in an organization, it may require

several of the subscriber addressing options.

After asking the administrator a series of three or four questions, you can determine
which type of target server and what kind of addressing to use. First, find out
whether all the target servers are Cisco Unity servers and, if they are, whether they
all use the same global directory. If they do, then implementing digital networking is
the best choice. If not, blind SMTP addressing will work best for you.
Implementing Digital Networking in Cisco Unity
Digital networking is a feature that allows subscribers to exchange voice messages
among one another in organizations that have multiple Cisco Unity servers in one
global directory. This section presents how to implement digital networking and the
different components involved based on organizational requirements.

Digital networking by default is enabled on every Cisco Unity server. It is important

to understand the basic concepts of digital networking and the details of how to
implement it in order to provide customers with the best solution for their specific
needs.

To benefit fully from this section, it is recommended that you have these
prerequisite skills and knowledge:

Knowledge of the Cisco Unity standard and optional features (see Chapter 1)

Knowledge of Cisco Unity messaging call flow (see Chapter 1)

Understanding of concepts presented in the "Cisco Unity Networking

Fundamentals" section of this chapter

Understanding Location Objects and Digital Networking

Location objects play an important role when you are using digital networking.
When Cisco Unity is first installed, the installation creates a default location called
the primary location object. It cannot be deleted, because it represents the local
subscribers. As subscribers are added to Cisco Unity, they become members of this
location. The Cisco Unity Administrator allows you to create additional location
objects, called delivery locations, that represent other remote messaging servers,
including Cisco Unity systems. If a location is created on a Cisco Unity server, the
other Cisco Unity servers on the same AD forest will be able to see the new location.
Locations can be found in the Cisco Unity Administrator under Network.

When a new location is created, this information is passed along to the global
directory. Each Cisco Unity server has a Directory Monitor service that checks the
global directory for any changes every 15 minutes. As a result, other Cisco Unity
servers may not immediately see that information.

NOTE

The primary location object contains information that Cisco Unity needs
to route messages between Cisco Unity servers. Its name should reflect a
geographical location.
Location objects can be grouped together using a property called a Dialing Domain
ID. The grouping together of location objects allows you to create a virtual group
that spans multiple Cisco Unity servers by assigning them all the same Dialing
Domain ID. Location objects are used to easily span sites or other networking
boundaries and to provide "transparent" dialing capabilities to customers that have
networked telephone switches.

NOTE

A Dialing Domain ID provides a way to group locations for purposes of

performing searches. This makes searches efficient because they do not
have to be performed for the entire global directory.

In Cisco Unity, subscribers and any other system objects can be associated only with
the primary location object that is created during initial installation. All other
location objects are used solely for addressing purposes.

When outside callers use the Cisco Unity directory, they are presented with a list of
names that includes members of the primary location object. Directory search
options, which are also called addressing options, can be configured so that all other
administrator-created locations are available to callers. Users who are associated
with any location object other than the default object may be added to public and
private distribution lists or added to message address lists by subscribers only.

When you define the primary location object, you give it a unique Dial ID. Creating
a dial plan for your organization that will result in callers reaching subscribers
correctly and efficiently is very important, so be sure that the Dial IDs do not
conflict with previously assigned IDs.

NOTE

A Dial ID for a location is a unique numeric location identifier. By default,

the minimum length is three digits, but that can be changed. Its
maximum is ten digits. If Dial IDs are set with one or two digits, they
may conflict with private distribution list IDs when searches are
performed.

In the Cisco Unity Administrator, all location objects are visible within one global
directory. However, only the administrator can edit and delete the delivery location
objects that were created on their Cisco Unity system. Location objects that
replicate from other sites are read-only.
The original location object that is installed with the system (the primary location
object) can be edited but not deleted from the system. When primary location
objects are replicated to the other Cisco Unity servers, they appear as delivery
location objects there. Primary location objects should contain a meaningful name
so that when they appear as delivery locations on the other servers, they can easily
be identified.

Implementing Digital Networking

Before you set up digital networking, you must meet some prerequisites, which this
section explains for both Domino and Exchange environments.

Subscribers who require digital networking must be able to access and address each
other. Practically, this means that in a Domino environment, all the partner servers
must be in the same Notes domain. Each Cisco Unity server monitors the primary
Domino directory for the domain names.nsf file. In an Exchange environment, all
servers must be members of the same AD forest, be members of the same Exchange
5.5 site, or be members of sites in an Exchange 5.5 organization that are connected
through directory replication.

When these conditions are met, all subscribers will be able to see all locations and
subscribers at the other locations.

Setting Up Digital Networking

Here is a quick list of the general steps involved when setting up digital networking:

Step 1. Make dial plan decisions based on the specific organizational

requirements.

Step 2. Customize primary location objects on all Cisco Unity servers, which
controls which subscribers local users will be able to find.

Step 3. Set search options.

Step 4. Add alternate extensions (optional).

Step 5. Set up Cisco Unity Automated Attendant transfers (optional).

An optional step would be to assign alternate extensions. One reason you may want
to implement the optional fourth step is to match an extension address with the
number that other subscribers use to call that extension directly. For example, if
someone's extension is 5445222 but subscribers dial 85445222 to reach them
directly, you would enter 85445222 as an alternate extension. Another reason you
may want to add alternate extensions is to provide easy message access (automatic
sign-in to a subscriber account) from telephones other than the subscriber's primary
extension.
If the Cisco Unity servers are attached to a networked telephone system, then you
should follow the optional fifth step to set up Cisco Unity Automated Attendant
transfers. If each Cisco Unity server is integrated with a separate phone system, this
step is not necessary.

Using Search Options

Search options (also called addressing options) are configured on each of the
primary locations. These options are used to define how extensive a search may be
in several cases, such as when a local subscriber is addressing a message, when local
subscribers are being added to public or private distribution lists, when callers reach
the local opening greeting for your company, or when an outside caller is looking for
a subscriber in the directory. The primary location on each of the other servers
performs the same function for that server's local subscribers. These locations work
in conjunction with the dialing domain and global directory.

The administrator can limit the searches to the local server, the dialing domain
(when the server is part of one), or to the entire global directory, as shown in Figure
10-17. The searches are normally configured based on the customer's requirements.
In addition, locations can also be included when subscribers are searching for a
subscriber. Basically, this allows them to dial the Dial ID that is assigned to the
remote location, before they enter the subscriber extension. These options are
located on the primary location addressing options. If the locations check box is
unchecked, the Dial ID of the remote location will not be found during a search.

Figure 10-17. Search Options

[View full size image]

Understanding Dialing Domains

In a networked phone system, subscribers can dial one another without having to
use a trunk access code or prefix. On a networked phone system, all extensions
must be unique. If a company has several Cisco Unity servers, with some attached
to a networked phone system and others attached to separate phone systems, then
the networked phone systems and the separate systems may have an overlapping
dial plan. Cisco Unity addresses this issue by introducing dialing domains in Cisco
Unity 4.0. A dialing domain is a collection of Cisco Unity servers that are integrated
with the same phone system or phone system network. A dialing domain is a group
scheme that allows Cisco Unity to handle overlapping dial plans by having multiple
dialing domains.

Subscribers can address messages directly to subscribers who reside on other Cisco
Unity systems (and if alternate extensions are implemented, this number may be the
same number they use to reach the subscriber directly by telephone). Subscribers
who are on any Cisco Unity server within the dialing domain can be added to public
or private distribution lists. Outside callers who dial in to any Cisco Unity server in
the dialing domain can look up any subscriber in the directory and be transferred to
that subscriber. This assumes that the search scope has been expanded to include
the dialing domain.
Understanding SMTP Networking
SMTP networking is yet another powerful instrument that Cisco Unity uses to allow
local subscribers to send voice-mail messages to recipients who reside on remote
servers. E-mail users who are connected to the Internet can be sent voice mail. Even
other Cisco Unity subscribers who do not share the same directory as the local
server can be sent messages in this way.

Your organization may have specific needs for some of its voice-mail users. These
needs may require that you extend to someone outside the directory on which Cisco
Unity resides the ability to send a message. To meet these needs, SMTP networking
enables you to extend this capability to any messaging system on the Internet that
uses SMTP.

To benefit fully from this section, it is recommended that you have these
prerequisite skills and knowledge:

Knowledge of the Cisco Unity standard and optional features (see Chapter 1)

Knowledge of Cisco Unity messaging call flow (see Chapter 1)

Understanding of the concepts presented in the "Cisco Unity Networking

Fundamentals" section of this chapter

Using SMTP Networking

SMTP, which is defined by Internet Engineering Task Force (IETF) RFC 821, is a
messaging service that enables mail servers to deliver messages among one another.
This service works in conjunction with Post Office Protocol version 3 (POP3) and
Internet Message Access Protocol 4 (IMAP4) to provide end users the availability of
e-mail to their desktops. POP3 provides end users the ability to retrieve their
messages even if they are not connected to the messaging server on the Internet.
Normally, users have some type of dial-up connection to the Internet, using an
Internet service provider (a point-of-presence provider). Once they have established
that connection, they can connect to the mail server and download their messages.
IMAP works basically the same way; however, instead of first downloading all the
messages, it first downloads the header of each message for purposes of reducing
the amount of data that is sent to the client. IMAP and POP3 are not required if
there is a permanent connection to the messaging servers.

Exchange 5.5 uses the IMS connector to provide Internet messaging capabilities.
IMS uses the SMTP, POP3, and IMAP4 protocols to provide this service. By default,
IMS is not configured on a new Exchange 5.5 server; you use the Exchange
Administrator tool to configure it. Before you configure it, though, IMS requires a
Domain Name System (DNS) server for the purpose of resolving the fully qualified
domain name (FQDN) and delivering the messages.
When users are created in Exchange, an SMTP address is automatically generated for
them also. By default, Exchange uses the user's alias followed by
@ExchangeSiteName.ExchangeOrganizationName.com. The format of this address
can by modified to accommodate organizational needs. For example, if the
organization is a university, the address requires an .edu extension. It is common for
administrators to remove ExchangeSiteName from the default naming address for
purposes of simplifying the sending of SMTP mail.

IMS is used to deliver messages to Exchange and non-Exchange servers. DNS is

used to help locate the domain for the intended recipient. Once the domain is
located, Exchange connects to the remote e-mail server on that domain and sends
the message across.

In Exchange 2000, SMTP is used in a variety of ways. SMTP is one of the services
installed when setting up Internet Information Server (IIS). Exchange 2000 uses
SMTP as its message transport method, even before the administrator installs the
SMTP connector. Exchange 2000 uses SMTP for the delivery of messages. When the
SMTP connector in Exchange is installed, it enhances the functionality and
manageability of the existing SMTP service for Exchange. Some examples of these
enhancements are the capability to relay messages to particular domains, add
inbound/outbound security, and define routes for traffic.

To ensure that AD and Exchange 2000 work well in an organization, DNS must be
designed and configured correctly.

Cisco Unity uses the SMTP connector provided in Exchange 2000 (known as IMS in
Exchange 5.5) to deliver messages to other Cisco Unity servers that do not share
the same local directory. The SMTP connector also delivers messages to messaging
servers that are not Cisco Unity servers but that also use SMTP. The SMTP connector
is used to send and receive messages from messaging servers that also support
SMTP. This can be either an Exchange server or a non-Exchange server on the
Internet.This functionality is extended to Cisco Unity when the connector is properly
installed.

Using SMTP to deliver messages to remote mail servers has many advantages over
using other protocols. However, one of its disadvantages is the fact that when Cisco
Unity sends a voice-mail message to a subscriber on a remote server using the SMTP
connector, the Cisco Unity voice attributes are not preserved. This means that when
the message arrives at the remote server, the message appears as a regular e-mail
with a WAV attachment. In addition, if the Cisco Unity subscriber does not belong to
the same local Exchange organization directory, then they need to be configured in
Exchange in a specific way to preserve the Cisco Unity attributes. They must either
be added manually to the Exchange directory as custom recipients or be added on
each local e-mail client such as Microsoft Outlook. They can be added as address
book entries in the personal address book on the client.

Cisco Unity addresses these concerns by using IVC along with SMTP networking to
retain the Cisco Unity voice attributes when messages are sent across the Internet.
When installed, IVC registers with the local Exchange server so that it may handle all
the messages with type VOICE. When Exchange receives a VOICE message, it
redirects it to IVC. IVC repackages the message in MIME format and hands it off to
the SMTP service, which then sends it across to the intended recipient. Once the
message is received by the target server (assuming that the server also is Cisco
Unity with IVC implemented), it is sent to IVC, which in turn reconverts the
message while maintaining the VOICE attributes. The message then is delivered to
the subscriber as a voice-mail message. This means that the subscriber gets an MWI
lamp and can pick up the message over the phone or the desktop. If the target
server does not have IVC installed, then these messages are sent as e-mail with a
WAV file attachment.

Setting Up SMTP Networking

Here is a quick list of the general steps that are involved when you set up SMTP
networking:

Step 1. Make dial plan decisions.

Step 2. Install IMS (Exchange 5.5).

Step 3. Verify SMTP connectivity.

Step 4. Install IVC (if remote subscribers are on Cisco Unity).

Step 5. Customize the primary location object.

Step 6. Set addressing and search options.

Step 7. Create delivery locations (if remote subscribers are on Cisco Unity).

Step 8. Create Internet subscriber accounts.

The steps required to set up SMTP networking between a Cisco Unity server and
another messaging system are similar to the steps required to set up digital
networking. The only difference is that with SMTP, IVC must be installed.

Dial planning is also an important factor when you are implementing SMTP
networking. Dial planning means making sure that there are no conflicting IDs that
could potentially confuse someone who is searching for a subscriber. If Exchange 5.5
is the server used, IMS must be installed on the server that IVC will be installed on.
However, this is not required in Exchange 2000 because SMTP is the default
messaging transport method used.

After you install IMS and confirm successful connectivity, the next step is to install
IVC, which should be installed if one or more of the remote servers are Cisco Unity
systems. There should be only one installation of IVC for an Exchange 5.5 or AD
forest. Make sure the latest version of IVC is installed. If a previous version is
already installed, you must remove it before you install the latest version.

Figure 10-18 shows the first menu that you see when you start the IVC setup for
Exchange 2000.
 Figure 10-18. IVC Setup for Exchange 2000

[View full size image]

The next step after you install IVC is to customize the primary location object on
the Cisco Unity server. This includes populating the name field and Dial ID and
recording a voice name. If suitable, you can also make the location object a member
of the dialing domain. The dialing domain needs to be entered only once from a
Cisco Unity server if you are creating a new one. The rest of the servers in that
domain will be able to select it after replication takes place.

The next step is to enter the SMTP domain name. If the domain has more than one
Cisco Unity server using SMTP networking, then you must configure the primary
location of all the servers, especially the SMTP domain name. If this is not
configured, then SMTP networking will not work for subscribers on the other Cisco
Unity servers.

SMTP networking carries the same set of considerations as digital networking when
you are setting up addressing and search options. You should create delivery
locations for each remote Cisco Unity server also.

The following is the general information included in a delivery location object: the
location name, a Dialing Domain ID, a recorded name, the destination type, and the
SMTP domain name. Each specific delivery location, however, such as SMTP, AMIS,
and VPIM delivery locations, has its own specific settings. The settings for each type
of delivery location are covered later in the chapter in each of their own delivery
location section.

The following are the steps for creating a delivery location object for SMTP:

Step 1. Open the Cisco Unity Administration tool.

Step 2. Under Network, select Delivery Options.

Step 3. Click the plus command icon to create a new delivery location.

Step 4. Fill in the Name, which will represent the remote messaging server (for
example, UNITY04).

Step 5. Assign a Dial ID that will be used to reach this remote location (for
example, 555).

Step 6. For the purpose of this exercise, select SMTP as the location type.

Step 7. Fill in the SMTP with the domain of the remote messaging system,
without adding the @ sign, such as unity40Domain.cisco.com.

Step 8. Click Add to insert the delivery location into the database.

Adding the location object is one of several steps involved in setting up networking
for Cisco Unity. As a reminder, you create delivery locations for remote messaging
systems that are not part of the same global directory.

Just as in dialing domains, you should create the delivery locations on one server in
the network. If there are multiple Cisco Unity servers in the same directory, they will
be able to access the newly created location because the location data is stored in
the global directory and will be replicated to the entire Cisco Unity server there.

Adding Internet Subscribers

Internet subscribers are another type of voice-mail recipient used in Cisco Unity.
They are used with SMTP networking for users who do not have a local message
store in Exchange. In other words, they are used for sending mail to users homed
on remote messaging servers. When you add a new subscriber through the Cisco
Unity Administrator, if you change the Subscriber Type to Internet, a new field called
SMTP Address appears at the bottom of the page, as shown in Figure 10-19. This
basically is the e-mail address of the remote user, such as
[email protected]. When Internet subscribers are created in Cisco
Unity, they are created in Exchange 2000/Windows 2000 as mail-enabled contacts
and in Exchange 5.5 as Exchange custom recipients. These users do not have a local
Exchange message store.
Figure 10-19. Adding a New Internet Subscriber with Internet
Subscriber Key Components

[View full size image]

NOTE

Making good dial plan decisions before you implement SMTP networking
is very important. When you create Internet subscribers for another
remote Cisco Unity server, you assign to them the Dial ID of the remote
server (delivery location) within their SMTP address. If the administrator
of the remote server changes its Dial ID, you need to manually change
the Dial ID assignment of each of the existing Internet subscribers. The
Extension Addresses Utility, which is normally used to modify subscribers,
cannot be used to modify this action.
Internet subscribers in Cisco Unity enable users to send a voice-mail message to a
user even though the Internet Subscriber's message store is not local. Because the
message store is not local, the setup options that normally are available with the
message store are not available, as identified in Figure 10-20. That means the
following personalized options are not configurable for these subscribers using the
Cisco Unity Administrator: view and set account status, set a billing ID, set a logon
password, create and edit personalized groups of message recipients, set options for
what callers hear when interacting with Cisco Unity, and set device and schedule
options.

Figure 10-20. Options for an Internet Subscriber

[View full size image]

An Internet subscriber is a pointer to a remote mail server. The SMTP address for
these subscribers is the key element. Internal and outside users can send voice-mail
messages to these subscribers. Internal users benefit even further because they can
address Internet subscribers by using the GAL. Internet subscribers also have the
option of having a recorded name and the different types of greetings that are
available to regular subscribers. Because Internet subscribers do not have access to
Cisco Unity via the Telephone User Interface (TUI) or Cisco Personal Communications
Assistant (CPCA), the administrator must record these for them. When a message is
left for the Internet subscriber, the message is actually delivered out of the SMTP
gateway (IMS), to the Internet, and then to IMS. The messaging server can also be
a mail server of another voice-mail system. For the person who is leaving the voice-
mail message, an Internet subscriber is presented just like any other regular
subscriber on the Cisco Unity system.
With Internet subscribers, you also have the option to link offices without setting up
messaging connectors and directory replication connectors between sites. The
administrator must set up Internet subscribers for each destination location. If the
organization has a large number of users, blind addressing would be more practical
to use.

When Internet subscribers are used, the remote messaging server can be a Cisco
Unity system also. If it is not, the voice-mail messages that are sent will arrive at
the other messaging server as WAV attachments in e-mails.

Internet subscribers have certain limitations in terms of using Cisco Unity. They
cannot log on to Cisco Unity either over the phone or using Cisco Unity Assistant. As
a result, they cannot adjust personal settings identified earlier in Figure 10-20. In
addition they cannot use VMO or Cisco Unity Inbox. The underlying reason for these
limitations is that Internet subscribers do not have a local mailbox in Exchange.
Understanding VPIM Networking
VPIM is a standard used by different messaging systems to exchange voice, fax, and
text messages among different systems over the Internet or a TCP/IP network. VPIM
networking enables Cisco Unity to exchange this type of information with other
systems that are also using VPIM. This section presents the basic concepts and
procedures involved with VPIM networking and Cisco Unity.

If your organization needs to exchange messages between Cisco Unity and a VPIM-
compliant messaging server, then you need to understand how VPIM works and the
procedures for setting it up in Cisco Unity. Once it is set up, callers will have a
transparent experience when messaging across the systems.

To benefit fully from this section, it is recommended that you have these
prerequisite skills and knowledge:

Knowledge of the standard and optional Cisco Unity features (see Chapter 1)

Knowledge of how Cisco Unity messaging handles calls (see Chapter 2, "Using
Your Cisco Unified Communications System")

Understanding of the concepts presented in the "Cisco Unity Networking

Fundamentals" section of this chapter

VPIM Networking and VPIM Messages

VPIM is a standard that was introduced in the industry for the intended purpose of
having a common format for exchanging different types of messages digitally
among messaging systems. It is based on the SMTP and MIME protocols. Voice, fax,
and text can be exchanged over the Internet or on a TCP/IP network. As a result,
organizations can potentially save on long-distance toll charges for messages sent
among messaging systems.

VPIM defines the format of the messages, the protocols used, and the message
addresses exchanged between two VPIM-compliant messaging systems. It is up to
the messaging servers to specify how these messages are handled and presented to
the end users. The type of client application used is an example of an item that
varies depending on the actual messaging system used. Some servers may provide
access to these messages through a telephone, an e-mail client application, or both.
More information about the VPIM standard is available at http://www.ema.org/vpim.

VPIM networking is a licensed feature in Cisco Unity and is used with Microsoft
Exchange 5.5/2000 integrations. If multiple Cisco Unity servers are networked
together, then only one Cisco Unity server requires the VPIM license and
configuration for VPIM networking. Licensing information can be viewed by using the
Cisco Unity License Manager.
Figure 10-21 shows where you can check whether you are licensed for VPIM.

Figure 10-21. VPIM Licensing

[View full size image]

VPIM messages can contain several different types of MIME-encoded pieces, such as
a voice message, a fax message, a text message, the sender's spoken name, or even
a vCard, which is an electronic business card.

TIP

Cisco Unity can be configured to include the spoken name and vCard for
outgoing messages. This is set using the Cisco Unity Administrator tool
on the VPIM Delivery Location page.

For incoming messages, Cisco Unity allows the spoken name to be included in the
message if it is attached as a WAV file. This means, for example, that when a
subscriber receives a voice message, the subscriber can hear the spoken name of the
sender first, then the actual voice message. In addition, a vCard sent to Cisco Unity
can be viewed from a subscriber's Outlook client using VMO. Voice messages that
are sent across VPIM are encoded using the International Telecommunication Union
(ITU) G.726 Adaptive Differential Pulse Code Modulation (ADPCM) standard, and fax
messages are encoded using the Tagged Image File Format, class F (TIFF-F)
standard.
When Cisco Unity records a message, it records it in the format defined in Cisco
Unity. When a message is addressed to a subscriber on a remote VPIM-compliant
messaging system, the VPIM connector converts the message into the G.726
standard. The same is true when a subscriber receives a message from a messaging
system. Cisco Unity receives the message in the G.726 format, and then IVC
converts it to what Cisco Unity is defined to, so that its local subscribers will be able
to hear the message correctly.

NOTE

Cisco Unity is able to accept from a VPIM-compliant messaging system

messages that are encoded using the G.711, G.726, and GSM standards.
The default is G.726.

When you are setting up VPIM, you must insert a VPIM delivery location object.
When VPIM messages are addressed, VPIM uses the information set up in the VPIM
delivery location object to format the To: field of the message. It also uses the
information from the primary location object to format the From: field of the
message being sent.

Setting Up VPIM Networking

Here is a quick list of the general steps that are involved when you set up VPIM
networking:

Step 1. Make dial plan decisions and gather network information.

Step 2. Verify SMTP connectivity.

Step 3. Extend the AD schema.

Step 4. Install IVC and SMTP Transport Event Sink.

Step 5. Customize the primary location object.

Step 6. Set addressing and search options.

Step 7. Create delivery locations for the remote system for VPIM.

Step 8. Create VPIM subscriber accounts (optional).

Step 9. Set up the remote system for VPIM.

The steps required to set up VPIM networking are similar to the steps required to
set up SMTP and digital networking. Dial planning is an important factor when
implementing VPIM. Dial planning means making sure that there are no conflicting
Dial IDs that could potentially confuse someone who is searching for a subscriber.
One of the first things you need to test is the SMTP connectivity between the
messaging servers. VPIM is dependent on this because it uses MIME and SMTP.

NOTE

Be sure that the SMTP service is running on the Exchange server that the
VPIM connector will be installed on and also that the SMTP service or
gateway is properly installed on the remote messaging server. More
information on this can be found at Cisco.com in the Networking in Cisco
Unity Guide (with Microsoft Exchange).

The next step is to further extend the AD schema specifically for VPIM networking.
You accomplish this by using the AD Schema Setup utility found on the Cisco Unity
CD 1. Instructions for this are located in the Networking in Cisco Unity Guide (with
Microsoft Exchange), which is available at Cisco.com.

Extending the schema for VPIM means adding information to the Cisco Unity
location object class. Keep in mind that this may not be the same extension
performed while first installing Cisco Unity. More information about the schema
changes made are located in a file called vpimgateway.ldf, which is located on Cisco
Unity CD 1 in the Schema\LdifScripts directory.

TIP

Creating a VPIM delivery location will be unsuccessful if you do not

extend the schema for VPIM first. If you attempt to create this delivery
location and it does not appear locally on your server, the schema may
be the issue.

After you extend the schema and test connectivity, the next step is to install IVC on
an Exchange 2000 server. Although the installation is only supported on Exchange
2000, it is also supported on a mixed-mode environment that includes Exchange
2000. There should be only one installation of IVC for an AD forest. Also make sure
the latest version of IVC is installed. If a previous version is already present, you
must remove it before you install the latest version. During the installation, you are
prompted to choose whether to install the SMTP Transport Event Sink, using the
check box option shown in Figure 10-22. By default, this option is unchecked. Install
this component on all the messaging servers that will be accepting incoming VPIM
messages. This means that if only one server will be receiving these types of
messages in the organization, that system is the only one that requires the SMTP
Transport Event Sink.

Figure 10-22. VPIM IVC Setup Option to Install the SMTP Transport
Event Sink

[View full size image]

The next step after you install IVC is to customize the primary location object on
the Cisco Unity server. This includes populating the name field and Dial ID and
recording a voice name. If suitable, you can also make the location object a member
of the dialing domain. The dialing domain needs to be entered only once from a
Cisco Unity server if you are creating a new one. The rest of the Cisco Unity servers
in that domain will be able to select it after replication takes place.

Entering the SMTP domain name is the next step. If the domain has more than one
Cisco Unity server using digital networking, then you must configure the primary
location of all the servers, especially the SMTP domain name. If this is not
configured, then VPIM networking will not work for subscribers on the other Cisco
Unity servers.

VPIM networking carries the same set of considerations as digital networking when
you are setting up addressing and search options. You should create VPIM delivery
locations for each remote voice-messaging server. Just as in dialing domains, you
should create the delivery locations on one server in the network. If multiple Cisco
Unity servers are networked together, they will be able to access the newly created
location because the location data is stored in the directory.

Creating the VPIM subscribers is the next step. These are created only for users who
would like to appear in the corporate directory. The final step is to configure the
remote system for VPIM networking.

Understanding Location Objects and VPIM Networking

Location objects play an important role when you are using VPIM networking. When
you install Cisco Unity, the installation creates a single default location referred to as
the primary location object (named Default Location Object when Cisco Unity is first
installed). As subscribers are added to Cisco Unity, they become members of this
location. The Cisco Unity Administrator allows you to create additional location
objects that represent other messaging servers, including Cisco Unity. If you are on
the same AD forest, you do not need to create additional locations, because they
will be available within minutes of their creation as default objects on the other
systems. Location objects can be linked together using a property called a Dialing
Domain ID. The linking together of these objects allows you to create a meta-
location that spans multiple Cisco Unity servers by assigning them all the same
Dialing Domain ID. Using Dialing Domains also allows you to easily span sites or
other networking boundaries and to provide "transparent" dialing capabilities to
customers who have networked telephone switches.

On a Cisco Unity system, subscribers and any other system objects can be
associated only with the primary location object that is created by the setup
program. All delivery location objects are used solely for remote addressing
purposes.

When outside callers use the Cisco Unity directory, they are presented with a list of
names that includes members of the primary location object. Directory search
options can be configured so that all other administrator-created delivery locations
are also available to callers. Users who are associated with any location object other
than the default object may be added to public and private distribution lists or
added to message address lists by subscribers only.

When you define the primary location object, you assign a Dial ID. Creating a dial
plan for your organization that will result in callers reaching subscribers correctly
and efficiently is very important, so be sure that the Dial IDs that you create do not
conflict with previously assigned IDs. Another key setting on the primary location
when using VPIM is the SMTP domain name. The domain is likely to be the same
that is used when setting up the Event Sink domain.

Within the primary location, you also define the addressing options. Addressing
options are relevant when Cisco Unity subscribers are addressing messages using the
telephone. The default search limit is to the local server. This means that local
subscribers can address only local subscribers from the Cisco Unity server. This
option can be changed to search on the global directory or dialing domain if you
have other Cisco Unity servers networked together.
Another option that can be configured on the Primary location page is the Blind
Addressing ability of local subscribers to send messages to other locations.

NOTE

When you record a name for the delivery location, and someone is blind
addressing, the confirmation they will receive of that location is that
location's recorded name.

When you are creating location objects in Cisco Unity, they are all visible in the Cisco
Unity Administrator from the Cisco Unity servers within the same global directory.
However, only the administrator can modify or delete the locations created on their
Cisco Unity server. Locations that are created on other servers are replicated, but
they appear as read-only on the rest of the other servers. In addition, the primary
location object can be modified but not deleted from any of the Cisco Unity
systems.

Figure 10-23 illustrates a VPIM delivery location object.

Figure 10-23. Delivery Location Object

[View full size image]

Figure 10-23 is an example of a VPIM delivery location setup on a local Cisco Unity
server. The following fields are shown:
A. Display Name� The name given to the delivery location object and the
name by which other Cisco Unity servers identify this location.

B. Dial ID� A unique ID given to the delivery location for the purpose of
blind addressing to this location.

C. Recorded Name� The recording that is played if a caller dials the Dial ID
of this location to find a subscriber. The recorded name is played to the caller
so that they can determine whether they have reached the proper location
before they search for a subscriber there.

D. SMTP Domain Name� The domain of the remote messaging system.

E. Remote Phone Prefix� Used to prefix the address of the intended

recipient for delivery. It is added to the outgoing messages intended to this
remote location. The number 813 appears in Figure 10-23. Normally, this
number represents the remote location Dial ID number. It is used in
conjunction with the SMTP domain name, along with the sender's extension
number. An example of the address of a message being delivered to remote
subscriber 5000 would be [email protected].

F. Unity Phone Prefix� This is the number that is used to construct

addresses for Cisco Unity subscribers that send messages to the VPIM voice-
mail system associated with this location.

G. Audio Format Conversion� When Cisco Unity receives a message from a

remote messaging server, it arrives in G.726 format. The Audio Format
Conversion parameter allows you to change that to G.711 (mu-law), the
default, G.729a, or GSM 6.11, or you can choose not to convert it at all. The
purpose of this is to change the format to one defined for your local
subscribers. Also, if you choose not to convert the incoming messages, be
aware of the format in which the remote VPIM systems are sending the
messages.

H. Sender's Recorded Name� When this check box is checked, the sender's
recorded name is sent along with the voice message that is sent.

I. Sender's vCard� When this check box is checked, the sender's vCard is
sent along with the voice message that is sent.

NOTE

Regarding the Audio Format Conversion setting, if you choose not to

convert your incoming VPIM voice messages, you may receive all your
messages in G.726 format, depending on your remote messaging server.
If this is the case, then the messages are delivered to the subscribers in
 that format, meaning that every workstation and Cisco Unity server must
have that coder/decoder (codec) installed to play the message.

VPIM Networking and IVC

Exchange 2000 is a VPIM-compliant messaging system. When IVC is installed and

registered to the Exchange server, VPIM messages are passed to IVC when Exchange
is handling these messages. The first thing IVC does is convert the messages from
Exchange's native format, MAPI, to MIME. It then formats the To: field by adding
the SMTP domain name and prefix of the remote phone prefix specified, based on
the correct VPIM Delivery Location page. It also formats the From: field of the
message by adding the prefix of the correct Delivery Location page and the Primary
Location page's domain name. The outgoing voice message is also converted to
G.726 format. If a vCard and a recorded voice name are specified, then they are also
attached to the message. Once the message is packaged, it is then placed in the
SMTP pickup folder for it to be delivered.

When Cisco Unity receives a message, the SMTP Transport Event Sink first detects it
and then redirects the message to IVC. The Event Sink is a component that is used
with Cisco Unity to readdress messages and send them to IVC. When IVC receives a
message, it checks whether the message was sent by a defined delivery location and
whether the intended extension is in fact defined. If any of these do not match, the
message is rejected and sent back to the sending original messaging system with a
nondelivery report (NDR). If the message is validated and the delivery location is
found, IVC starts to prepare the message for local delivery. IVC removes the prefixes
placed on the To: and From: fields. IVC then checks that the recipients of the
message exist. The message is then converted back from MIME to MAPI. Voice
attachments are also converted into the format specified in the VPIM Delivery
Location page. The last step is to send the message to Exchange so that it can
handle the delivery of it to the subscriber's mailbox.

Adding VPIM Subscribers

VPIM and Internet subscribers are very similar in terms of the information stored in
Exchange. They are Cisco Unity subscribers with no mailbox storage on the
Exchange mail store. Before you create VPIM subscribers, make sure the delivery
locations are created on the server where they will reside.

When you are creating these subscribers, you must specify the VPIM delivery
location and the remote mailbox number of the subscribers. Although a Cisco Unity
local extension is required, it does not need to be the same as the remote
extension.
AD stores VPIM subscribers as contacts. These subscribers can be deleted either
individually or by deleting the VPIM delivery location associated with them. This also
deletes any VPIM subscriber associated with that delivery location. In any of these
cases, the contact information is preserved in AD. Cisco Unity Administrator does
not remove this information.

Figure 10-24 shows the window that you use to add a new VPIM subscriber with the
VPIM key components.

Figure 10-24. Adding a New VPIM Subscriber

[View full size image]

TIP

The Bulk Import tool can be used to add multiple VPIM subscribers at
one time.

The message store options are not available to VPIM subscribers, because they do
not have a local message store. Like Internet subscribers, VPIM subscribers cannot
log on to Cisco Unity via the telephone or use the Cisco Unity Assistant to receive
message notifications, receive MWIs, or own private lists.
Understanding AMIS Networking
AMIS-a is a Cisco Unity�supported protocol that is used to transfer voice-mail
messages among AMIS-compliant messaging systems. This section covers AMIS
networking concepts and the overall actions that you take to implement AMIS
networking with Cisco Unity.

If you plan to implement Cisco Unity in an environment that requires interaction

with an AMIS-compliant voice-messaging system, you need to understand its model
and its implementation process.

To benefit fully from this section, it is recommended that you have these
prerequisite skills and knowledge:

General knowledge of the Cisco Unity standard and optional networking

features (see Chapter 1)

Knowledge of Cisco Unity messaging call flow (see Chapter 1)

Understanding of the concepts presented in the "Cisco Unity Networking

Fundamentals" section of this chapter

Using AMIS Networking

The AMIS-a protocol is an industry-standard protocol that allows the exchange of

voice messages among voice-messaging systems by using the Public Switched
Telephone Network (PSTN) to place calls to transfer the messages. The voice-
messaging system uses standard analog telephone lines to accomplish this. AMIS
uses nodes to identify each of the voice-mail servers it connects to. Cisco Unity, for
example, can be one of the nodes in an AMIS network. The node is a unique
identifier that is assigned to each server on this network.

When an AMIS-compliant voice-mail server is ready to transfer a message to a

target server, it places a call to the destination node. When the destination answers,
the originating node sends its Node ID by sending a sequence of DTMF tones (also
called touch-tones). If the destination node identifies the originating node and
accepts the call, the originating node sends another series of DTMF tones that
identify which subscriber the message is for. The destination node then opens a new
message. The originating node proceeds to play the message. Finally, a series of
DTMF tones that confirm the call are exchanged.

More information on the DTMF tones that are transmitted during a call can be found
in the following white paper at Cisco.com: "AMIS Analog Networking Definitions (for
Cisco Unity with Microsoft Exchange)."
AMIS networking is a licensed feature in Cisco Unity. Only one server requires the
AMIS license in an organization with multiple Cisco Unity servers. The server with
AMIS enabled is treated as the AMIS server. For load-balancing purposes, more
AMIS servers can also be added to a network.

Figure 10-25 illustrates Cisco Unity in an AMIS-a mixed environment.

Figure 10-25. Cisco Unity: AMIS-a

[View full size image]

Figure 10-25 shows the versatility that Cisco Unity has as a messaging server. It is
capable of assisting an organization that is transitioning its circuit-switched (legacy)
PBX to an IP-based PBX network. The drawing contains two switches that are
connected to Cisco Unity. One is a circuit-switched telephone system that is
connected to Cisco Unity via analog interfaces. The other is a Cisco CallManager, an
IP-based PBX that connects to Cisco Unity by using the Cisco IP-based network
protocol called Skinny Client Control Protocol (SCCP). Cisco Unity can manage
subscribers from both IP telephones and standard single-line extensions attached to
the circuit-switched PBX. Cisco Unity can also send and receive voice-mail messages
using the AMIS-a protocol through the analog lines connected to the circuit-
switched PBX and voice mail.

Setting Up AMIS Networking

Here is a quick list of the general steps involved when setting up AMIS networking:

Step 1. Verify that the destination server is AMIS compliant.

Step 2. Install IVC.

Step 3. For each Cisco Unity server that is handling AMIS calls:

a. Create a UAmis mailbox on the AMIS server.

b. Designate ports for outbound AMIS calls.

c. Customize the primary location object.

d. Set addressing and search options.

e. Set AMIS delivery options.

f. Customize the AMIS restriction table.

g. Create delivery locations for each remote AMIS system.

h. Create AMIS subscriber accounts.

i. Set up a remote system for AMIS.

SMTP, digital, VPIM, and AMIS networking share similarities in terms of their setup,
including the IVC installation. However, one distinction AMIS has is that it uses
analog telephone lines to exchange voice-mail messages with other systems. As a
result, AMIS networking has different setup instructions.

Before you begin, it is important to verify that the destination server is AMIS
compliant. A list of supported AMIS servers is available in the Cisco Unity Pre-
Installation Guide found at Cisco.com.

Installing IVC on an Exchange server is one of the first things to do. As mentioned
earlier in the section "Setting Up SMTP Networking," only one installation of IVC
should exist on an AD forest, Exchange site, or multisite organization. If an earlier
version is already installed, you must remove it before you install the newest
version.

NOTE

If you are preparing to install IVC on an Exchange 5.5 server, make sure
that your Cisco Unity server is on the same site. Also, verify that IMS is
installed.

TIP
 Is IVC already installed on your Exchange 5.5/2000 system?

On Exchange 2000, open the Exchange System Manager and locate the
Tools instance, within which is a folder called Monitoring and Status.
Highlight the subfolder called Status. If IVC is installed, you will see an
"AVExchangeIVC_" entry.

On an Exchange 5.5 server, open the Exchange Administrator. Go to Site

> Configuration > Connections. There you will see an instance of IVC
if it is installed.

After you install IVC, you must complete several other steps on each of the AMIS
servers on which you will be installing AMIS (if your setup requires multiple AMIS
servers).

Step 1. Create the UAmis mailbox on the AMIS server and designate which
ports will be used for outbound AMIS calls. In terms of receiving AMIS calls,
any port can be used to accept incoming calls.

Step 2. Customize the primary location object on the Cisco Unity server. This
includes populating the Name and Dial ID fields and recording a voice name. If
suitable, you can also make the location object a member of the dialing
domain. The dialing domain needs to be entered only once from a Cisco Unity
server if you are creating a new one.

The primary location also contains settings that are specific to AMIS. These are
called the AMIS Node ID settings (see Figure 10-26) and they are present only if you
are licensed for AMIS. The AMIS Node ID contains the country code, area code, and
phone number. When combined, they make up the Node ID, which is sent through
DTMF tones along with any voice messages that are intended for a remote AMIS
node. This is how the remote AMIS node identifies the calling node. The only
required field of these three is the phone number, because some voice-messaging
systems only require this number. When configuring the country code and area
code, they must match what is expected on the target system (which may not be
called area code). This is important for international numbers.

Figure 10-26. Primary Location with AMIS Options

[View full size image]

AMIS networking carries the same set of considerations as digital, SMTP, and VPIM
networking when you are setting up addressing and search options. Whenever there
is an incoming AMIS message to a Cisco Unity server, it will use the search and
addressing settings on the primary location to locate the subscriber.

In addition, you must create a delivery location for the remote AMIS messaging
system. If multiple Cisco Unity servers are networked together, they will be able to
access the newly created locations, because the location data is stored in the
directory.

The next step is to decide whether to create the AMIS subscribers or use blind
addressing. You create AMIS subscribers only for users who would like to appear in
the corporate directory. The final step is to configure the remote system for AMIS
networking.

Assigning Port Usage and Schedules

A Cisco Unity system that will be used for outgoing AMIS calls must be assigned
ports to use for this purpose. All ports that are set for outgoing calls can be used for
inbound AMIS calls as well. By their nature, AMIS calls can be lengthy; a 5-minute
message sent to a target AMIS server takes 5 minutes to transmit the message, plus
the time needed for the two servers to set up the transfer. Some of this overhead
takes place with every call. A 2-minute message, for example, that is sent to a
distribution list of 200 AMIS recipients is sent individually to each recipient. That
message will take at least 6 hours and 40 minutes to successfully transmit
((2x200)/60).

TIP
 When logged in as a Cisco Unity administrator, you can use these tools to
configure AMIS delivery ports: Cisco Unity Administrator�Ports page,
and UTIM. Each offers the same configuration functionality for this.

When multiple ports are set up to handle outbound AMIS calls, the load is spread
out among them. When multiple messages are queued for a single destination,
messages are grouped in batches of nine and each batch is sent to a different port
for load balancing. When multiple destinations are involved, separate ports are used
for each destination.

You can set up AMIS schedules so that transmission of voice-mail messages takes
place at times of lower system activity. After-business hours are generally times of
less activity. You can base this consideration on how many AMIS calls and how much
activity are taking place, because AMIS transmissions can be lengthy. One possible
advantage of using a schedule is to have transmissions take place during times of
lower long-distance rates. You can also configure AMIS schedules so that all urgent
messages are sent immediately. Users should be informed when AMIS schedules are
set for after-hours so that they may choose to send an e-mail instead if the matter
requires a faster response. AMIS schedules are set within the AMIS Options menu
using the Cisco Unity Administrator.

Figure 10-27 illustrates the AMIS Options Delivery Options page.

Figure 10-27. AMIS Options

[View full size image]

The AMIS restriction table specifies which delivery locations you will deliver
messages to immediately, and which will use the standard AMIS schedule.

AMIS Options are settings that are used to place restrictions and create schedules
for sending outbound messages to remote AMIS nodes. These settings determine
when and where AMIS calls will be delivered.

Within the AMIS Options area, there are two sections: AMIS Delivery Options and
Schedule Settings. This can sometimes be misleading because AMIS Delivery
Options seem similar to the options found within the AMIS Delivery Location page.
However, they are separated into a different section within the Cisco Unity
Administrator because of their functionality. The AMIS Delivery Options enable you
to configure whether urgent messages are going to be allowed for immediate
delivery, set restriction tables based on administrator-defined dial strings, configure
what actions to take when the remote system rings but does not answer, and
configure what actions to take when the remote system is busy.

The Schedule Settings section allows you to configure when delivery of messages
will occur if you have set up a schedule. The AMIS Schedule Settings schedule works
in a similar way to the System Schedule in Cisco Unity. If you check a half-hour
interval on the Schedule Settings page, it means delivery of messages will occur
within that time period. If it is unchecked, then any messages left within that time
frame are queued until the available time period. By default, all AMIS nodes are
allowed to deliver messages at all times. The restriction table on the AMIS Delivery
Options page and the Schedule Settings page determines this.
 NOTE

AMIS restriction tables are used to control when messages will be

transferred to the remote AMIS node(s). Because AMIS places calls to
transfer messages, organizations may choose to limit when these calls
can be placed due to the possible long duration of the calls. Although
AMIS restriction tables are used to restrict when transfer takes place,
they do not restrict the actual placing of the calls.

Figure 10-28 illustrates the AMIS Schedule Settings page.

Figure 10-28. AMIS Schedule Settings

[View full size image]

Understanding the UAmis Mailbox

When messages are sent from the Cisco Unity server to a remote AMIS system, they
are first placed in the UAmis mailbox. The mailbox is created on the Exchange server
that contains the Cisco Unity AMIS license.
 NOTE

The UAmis mailbox is created using the ConfigMgr tool located in the
Cisco Unity server \Commserver folder. It is not created using the Cisco
Unity Administrator, because it is a special type of mailbox. In addition,
this mailbox should be created on the AMIS bridgehead server or on
AMIS servers that will be handling inbound and outbound AMIS
messages.

Outgoing AMIS messages are placed in the UAmis mailbox for delivery. This mailbox
is created on the Exchange server that is associated with the Cisco Unity server that
is licensed for AMIS. Storage limits for this mailbox are important because AMIS
transmissions can be lengthy. By default, mailboxes that are created in Exchange use
the storage defaults put in place by the system administrator. This can be changed
for individual mailboxes and it should be considered for the UAmis mailbox. Items
that you should consider include any dialing and scheduling restrictions placed on
AMIS, times of day when AMIS traffic spikes occur, and drive space limits on the
Exchange server.

It is recommended to also monitor outbound AMIS traffic by using the AMIS Out
traffic report, available on the Cisco Unity Administrator. The report can give you a
baseline as to peak times of AMIS usage, which you can then use to set up the limits
on the UAmis mailbox.

Because UAmis is another Exchange mailbox, it can also be moved. If you move it,
you need to restart Cisco Unity to reestablish the connection with the mailbox in its
new location. Otherwise, messages sent to the mailbox may be held there and not
transmitted during the regularly scheduled time.

Delivering AMIS Messages

In Cisco Unity, AMIS outgoing messages are queued by node and sent in batches of
a maximum of nine. When there are more than nine, Cisco Unity hangs up, waits a
short while, and then places another call to continue delivery of the rest of the
messages. Each of these messages has a time limit of 8 minutes. During a
transmission, the length of the message is sent first. If it exceeds the maximum, the
destination node may refuse the message. Cisco Unity, however, will accept
messages that exceed that limit under certain conditions. The subscriber who is
receiving the message must have their mailbox set up to allow this and their
mailbox must have enough free space to accept the message.

Also, incoming AMIS messages can be delivered only to subscribers and not to
public distribution lists.

Understanding Location Objects and AMIS Networking

As is true for digital networking and VPIM networking, location objects are key
elements when using AMIS networking. Each Cisco Unity server has a default
primary location, to which local subscribers are added when they are created. You
can create more locations to represent other messaging systems that you want to
communicate with. You can use a Dialing Domain ID to link several locations, to
provide a more transparent dialing mechanism for businesses that have telephone
switches that are networked.

In Cisco Unity, subscribers and any other system objects can be associated only with
the primary location object that is created by the Setup program. All delivery
location objects are used specifically for addressing remote messaging systems.

When outside callers use the Cisco Unity directory, they are presented with a list of
names that includes members of the primary location object. When you define the
primary location object, you assign it a Dial ID. Creating a dial plan for your
organization that will result in callers reaching subscribers correctly and efficiently is
very important, so be sure that the Dial IDs that you create do not conflict with
previously assigned IDs.

All location objects that are created are visible in the Cisco Unity Administrator.
However, only the administrator can modify or delete locations that are created on
the Cisco Unity server they manage. Locations that are created on other sites are
replicated and appear as read-only to the rest of the other sites. The primary
location object can be modified but not deleted from Cisco Unity.

A delivery location must be configured for every remote AMIS node to exchange
messages. The AMIS delivery location contains two key items to ensure delivery of
AMIS messages: the Delivery Phone Number and Node ID. The Delivery Phone
Number is the digits that Cisco Unity dials out when attempting to deliver a
message to this remote voice-mail system. This number may include a trunk access
number, depending on your setup. The Node ID setting is used when receiving
messages from the remote voice-mail system. When Cisco Unity receives an AMIS
call, the remote voice-mail system identifies itself by sending its Node ID. Cisco
Unity tries to match that ID with the delivery location AMIS Node ID. If it does not
match, the message is not accepted.

TIP

If you need to change the Dial ID of an existing AMIS delivery location, it

can be changed. However, you also need to update with the new Dial ID
all the AMIS subscribers who are using that location. In this case, the
Extension Address Utility comes in handy. You can update the AMIS
subscribers with the new information.

The delivery location needs to be created on only one Cisco Unity server. It is then
replicated in the directory, where all the other servers in that directory will be able to
access it.
Using IVC and AMIS Networking

Cisco Unity uses IVC to send and receive AMIS messages. When a subscriber
addresses a message to an AMIS recipient, the message is passed to the IVC that is
registered with Exchange. IVC formats the To: and From: field addresses and places
the message in the UAmis mailbox for delivery.

When you are using Cisco Unity in an all�Exchange 5.5 environment, IVC for
Exchange 5.5 is required. However, if it is an all�Exchange 2000 environment (or is
mixed with Exchange 5.5), then use IVC for Exchange 2000 instead. When in a
mixed environment, do not use the Exchange 5.5 Administrator program to manage
IVC for Exchange 2000. Instead, use the appropriate Microsoft Management Console
(MMC) snap-in.

Adding AMIS Subscribers

AMIS subscribers are similar to VPIM subscribers in terms of the information stored
in Exchange. They are Cisco Unity subscribers with no mailbox storage on the
Exchange mail store. Before you create these subscribers, you must create the AMIS
delivery location object for them, because when you add a new AMIS subscriber, you
must select a defined AMIS delivery location and remote extension number of the
subscriber. Although a Cisco Unity local extension is required, it does not need to be
the same as the remote extension.

AD stores AMIS subscribers as contacts. These subscribers can be deleted either

individually or by deleting the AMIS delivery location associated with them. This also
deletes any other AMIS subscriber associated with that delivery location. In any of
these cases, the contact information is preserved in AD. Cisco Unity Administrator
does not remove this information.

Figure 10-29 shows the window that you use to add a new AMIS subscriber with
AMIS key components.

Figure 10-29. Adding a New AMIS Subscriber

[View full size image]

 TIP

The Bulk Import tool can be used to create multiple AMIS subscribers at
a time.

The message store options are not available to AMIS subscribers, because they do
not have a local message store. Like VPIM and Internet subscribers, AMIS
subscribers cannot log on to Cisco Unity via the telephone or use the Cisco Unity
Assistant to receive message notifications, receive MWIs, and own private lists.
Understanding Bridge Networking
Bridge networking with Cisco Unity allows messages to be transferred between Cisco
Unity and Octel voice-mail servers within an Octel analog environment.

If you plan to implement Cisco Unity in an environment with Octel voice-mail

servers, you need to understand Bridge networking concepts and how it is
implemented. This section provides the information that you need to effectively and
efficiently provide customers with Bridge networking.

To benefit fully from this section, it is recommended that you have these
prerequisite skills and knowledge:

Knowledge of Cisco Unity messaging call flow (see Chapter 1)

Knowledge of how Cisco Unity handles calls (see Chapter 2)

Understanding of the concepts presented in the "Cisco Unity Networking

Fundamentals" section of this chapter

Defining Bridge Networking

Cisco Unity Bridge is a gateway that runs on a server that allows Cisco Unity to
communicate with Octel nodes within an Octel analog network. On the Octel
network, the Bridge appears as another node on the network. This is similar to how
Cisco Unity appears as a node on an AMIS network. The Cisco Unity Bridge's main
function is to translate messages between two different protocols. When the Bridge
communicates with an Octel node, it actually places a call to the Octel system, and
then it uses the Octel analog protocol. When it communicates with the Cisco Unity
system Octel uses VPIM with proprietary extensions for added functionality. Because
VPIM uses TCP/IP to communicate, messaging between Cisco Unity and the Bridge
can be done over the Internet or a TCP/IP network using SMTP.

Bridge networking is a licensed feature of Cisco Unity and requires a separate Bridge
server. If you have multiple Cisco Unity servers in your organization, only one server
needs to be licensed for and designated as the Bridge server. For purposes of load
balancing, you can add more bridge servers. Bridge servers exist in a one-to-one
relationship with Cisco Unity servers, which means that if there are two Bridge
servers, two Cisco Unity servers are required to be configured for Bridge networking.

TIP

To check whether your Cisco Unity server contains a license for Bridge
networking, open the license Manager by going to Start > Run >
Programs > Unity > Licensing.
 There, you will see all the features that are licensed, including the Bridge
sessions. If the value of Bridge sessions is greater than 1, then you are
licensed for at least one session on the Cisco Unity server.

You can find a list of supported Octel systems in the Cisco Unity Pre-Installation
Guide found at Cisco.com.

Figures 10-30 and 10-31 illustrate how the Cisco Unity Bridge can be implemented
in an enterprise's messaging infrastructure.

Figure 10-30. Cisco Unity with Dual Integration

[View full size image]

Figure 10-31. Cisco Bridge with Cisco CallManager

[View full size image]

Figure 10-30 illustrates using Cisco Unity Bridge with dual integration.

When Cisco Unity is combined with Cisco Unity Bridge, it is a solution that is capable
of helping an organization manage the transition from legacy telephone equipment
to a converged IP network. In the diagram, Cisco Unity is integrated with two
switches: a circuit-switched (legacy) PBX and a Cisco CallManager. It can manage
voice-mail accounts for subscribers with either IP telephones or standard single-line
extensions attached to a circuit-switched PBX. In addition, Cisco Unity Bridge can
send and receive voice-mail messages using Octel's analog messaging protocol
through the analog lines that connect the legacy PBX and voice-mail system. In this
manner, an enterprise may maximize its return on investment on older telephone
equipment, while transitioning subscribers to an IP telephone network at a planned
pace.

Figure 10-31 illustrates using Cisco Unity Bridge with Cisco CallManager.

In this design, Cisco Unity is providing messaging services to subscribers who are
being served by Cisco CallManager. However, a circuit-switched PBX is providing
voice-mail services to the subscribers on an Octel system. Cisco Unity Bridge is
helping the organization to manage the transition from legacy telephone equipment
to a converged IP network. Cisco Unity can use the Cisco Unity Bridge to send and
receive voice-mail messages using Octel's analog messaging protocol. These are
provided through the analog lines that connect the legacy PBX and voice-mail
system.

Setting Up Bridge Networking

Here is a quick list of the general steps involved when setting up Bridge networking:

Step 1. Make dial plan decisions and gather information.

Step 2. Provide network connectivity between the Exchange server with IVC
installed and Cisco Unity Bridge.

Step 3. Extend the AD schema for Bridge delivery locations.

Step 4. Configure SMTP options.

Step 5. Install IVC on an Exchange 2000 server.

Step 6. Create the UOmni mailbox on the Cisco Unity bridgehead server.

Step 7. Customize the primary location object.

Step 8. Set addressing and search options.

Step 9. Set Bridge subscriber creation and synchronization options.

Step 10. Create delivery locations for each remote Octel system.

Step 11. Create Bridge subscriber accounts (optional).

Step 12. Set up remote system(s) with Bridge's Octel node information.

SMTP, digital, VPIM, AMIS, and Bridge networking share similarities in terms of their
setup, including the IVC installation. Bridge networking uses analog communication
to interact with other Octel systems. Therefore, Bridge networking has its own
unique set of important setup instructions.

Before you move to other steps, be sure the server meets the requirements in the
Cisco Unity Bridge System Requirements, and Supported Hardware and Software
document available at Cisco.com. Designing a dial plan before you implement Bridge
networking will result in a system that does not have any conflicting IDs that can
confuse those searching for subscribers' addresses.

The next step is to provide network connectivity between the designated Exchange
2000 server for the IVC connector and the Cisco Unity Bridge.

The next step is to extend the AD schema for Bridge networking by using the AD
Schema Setup utility. The schema changes that you make are additions to the
Bridge delivery location object class. If this is not done, then Bridge delivery
locations will not be able to be inserted using the Cisco Unity Administrator. A full
description of the schema changes is provided in the file vpimgateway.ldf located in
the Schema\LdifScripts directory on Cisco Unity CD 1.

On step 2 you may need to grant the Bridge server permissions to relay e-mail
through the Exchange SMTP virtual server and you may need to configure an SMTP
connector to route messages to the Bridge. Once this is done, you can install IVC on
the Exchange 2000 server. There should be only one installation of IVC in an AD
forest. If a previous version was installed, you must remove it before continuing.

There are a number of things that you must do after installing IVC. The following
should be performed on every Bridge networking server installed.

1. Create the UOmni mailbox on the Cisco Unity bridgehead. This mailbox is used
to deposit incoming and outgoing Bridge messages.

NOTE

The UOmni mailbox is created using the ConfigMgr tool located in the
Cisco Unity server \Commserver folder. It is not created using the
Cisco Unity Administrator because it is a special mailbox. When you
run the ConfigMgr tool, it also adds the Bridge subscriber template,
which is used when auto-creating Bridge subscribers.

2. Configure the primary location object on the Cisco Unity server. This includes
giving the location a name, Dial ID, and recorded voice name and, if
appropriate, making it part of the dialing domain. The name for the domain
needs to be inserted on only one server. There are two other key components
defined on this page that are specific to Bridge networking, the Node ID and
the server address of the Bridge server.

3. The Node ID is the serial number, which is also configured on the Cisco Unity
Nodes page in the Bridge Administrator. This number is also used to configure
the Bridge server. The Bridge server and the Cisco Unity server both share this
ID on the Octel network. They are basically acting as one node on the Octel
environment.

4. The server address of the Bridge server is populated with the FQDN, or full
computer name, of the Bridge server. Here is an example: ne059-
unity.unity40.ipcbu.cisco.com.

5. Configuring search and addressing options carries the same set of

considerations as in AMIS, VPIM, SMTP, and digital networking.

6. Configure the Bridge options using the Cisco Unity Administrator. They are
located under Network, Bridge Options. The first option is called Subscriber
Creation. The Bridge server uses these options when it automatically creates
Bridge subscribers. Here, you can select the subscriber template that the
Bridge server will use to create a subscriber. There is also a check box that can
be checked to allow newly created subscribers to be shown in the e-mail server
address book.

NOTE
 These settings apply only to Bridge subscribers that will automatically
be created due to directory propagation of the Bridge server and Octel
systems. These settings do not affect the existing Bridge subscribers in
Cisco Unity or subscribers who are manually created using the normal
subscriber menu.

7. The Synchronization options allow you to choose the scope of synchronization

you would like to perform between the subscriber directory on the Bridge
server and the subscriber directory on Cisco Unity. The Bridge server will
receive notification of changes made on all the servers within the scope
specified. There are three options to select from:

- Local Server� Subscriber information for subscribers on the local

Cisco Unity server is propagated to the Bridge server. Use this option
when each Cisco Unity server is connected to a separate Bridge server.

- Dialing Domain� Subscriber information is propagated to the Bridge

server for those Cisco Unity servers that are part of the dialing domain.
Use this option when this server acts as a bridgehead server for the other
Cisco Unity servers in the dialing domain.

- Global Directory� Subscriber information from the entire global

directory is propagated to the Bridge server. Use this option when this
server acts as the bridgehead server for other networked Cisco Unity
servers.

NOTE

If you click the Synchronize button on this page, information on all the
Cisco Unity subscribers within the scope defined is sent to the Bridge
server. When performing a synchronization, consider doing it at a time
when the system is less busy, such as after business hours of
operation.

8. After you set the Bridge options, the next step is to create a delivery location
for each remote Octel system to which subscribers will be sending messages.

9. You may choose to change the standard messaging menu conversation or

default display name-parsing rule.

10. As an option, Bridge subscribers can be created for those that would like to be
found on the corporate directory on a permanent basis.

11. The final step on a new installation of a Bridge is to configure the Octel
systems so that they are aware of the new Node ID on the Octel network.
Understanding the UOmni Mailbox

The UOmni mailbox is an Exchange mailbox that is used to receive administrative

messages from the Bridge server to Cisco Unity. Messages sent to this mailbox
include notification of automatic creation, modification, and deletion of Bridge
subscribers as a result of Octel NameNet emulation. Octel's NameNet is the feature
that allows nodes to obtain new entries from directories on other nodes. When a
message is sent from a new subscriber, the node requests the display name and
recorded name. It then adds this information to the directory. Cisco Unity Bridge
works in the same way. However, it sends that information to the UOmni mailbox on
the Cisco Unity system.

The UOmni mailbox is created on the Exchange server that is linked to the Cisco
Unity system that is licensed for Unity Bridge. When it is first created, it has the
default storage limitation put in place by the Exchange administrator. This limitation
may be acceptable, because most of the messages it will receive are notification
messages that subscriber change events have occurred, such as the creation of a
subscriber. If necessary, you can move the UOmni mailbox after it is created.
However, this requires that you stop and restart the Cisco Unity system, so that
Cisco Unity is aware of UOmni's new location. Messages may be held in the mailbox
if this is not performed.

Translating Bridge Messages

The Cisco Unity Bridge delivers fax and voice-mail messages between Cisco Unity
and Octel nodes by translating the different protocols involved, then delivering the
messages in the format the intended server is expecting. The Bridge server
maintains a table for each system involved, which it uses for the translation that it
performs. The Cisco Unity table contains the Cisco Unity server name, assigned
serial number, and domain name. The Octel tables contain the server name, unique
Octel serial number, and telephone number of each Octel node it needs to
communicate with. When the Bridge server receives a message, it can look up the
address of the intended server, reformat the message in the way that the target
server is expecting, and then send the message to its destination.

Understanding Location Objects and Bridge Networking

Just as in the other forms of networking with Cisco Unity, location objects play a
very important role in Bridge networking. When you are configuring the primary
location for Bridge networking, there are two key properties that are specific for
bridge networking: the Bridge Node ID and the server address. The Bridge Node ID
is Cisco Unity's identification on the Octel analog network. The server address is the
FQDN of the Bridge server that Cisco Unity is associated with. As previously stated,
creating a dial plan for your organization that will result in callers reaching
subscribers correctly and efficiently is very important, so be sure that the Dial IDs
that you create do not conflict with previously assigned IDs.
You must create a delivery location for each Octel system using Bridge networking
that subscribers will be sending messages to. When you are creating a delivery
location, select Bridge as the destination type, and then enter the Octel Node ID,
which is the serial number of the Octel node. The Octel Node ID must match on
both the Octel node and the Bridge Administrator.

Using IVC and Bridge Networking

Cisco Unity uses IVC to send and receive Bridge messages. When a subscriber
addresses a message to a remote Bridge recipient, the message is passed to IVC as
an OMNI message. Because IVC is registered with Exchange for these types of
messages, IVC changes the message into the VPIM proprietary format and sends it
to the Bridge via SMTP. Incoming messages are changed from the VPIM format into
voice messages and sent to Exchange for delivery.

When using Bridge networking, the IVC for Exchange 2000 is the only supported
version. If your organization has both Exchange 5.5 and 2000 servers, the Exchange
5.5 Administrator cannot be used to manage IVC for Exchange 2000. You can use
the appropriate MMC snap-in.

Adding Bridge Subscribers

Like VPIM and Internet subscribers, Bridge subscribers have no mailbox storage in
the Exchange mail store. They each represent a subscriber on an Octel system.
When you are creating these subscribers, be sure to first create the Bridge delivery
location of where that subscriber is located.

There are three ways a Bridge subscriber can be created. You can use Octel's
NameNet emulation to automatically create them in Cisco Unity; you can create
them permanently on the Cisco Unity Bridge; or you can manually create them by
using the Cisco Unity Administrator. When a subscriber is created, modified, or
deleted using NameNet, that information is sent from the Bridge server to Cisco
Unity. The same thing occurs when changes occur on the Bridge server.

Figure 10-32 shows a new Bridge subscriber being added with its key components.

Figure 10-32. Adding a New Bridge Subscriber

[View full size image]

When you are creating Bridge subscribers manually, you specify the delivery location
of the remote voice-mail system and the remote user mailbox number. A local
extension for each Bridge subscriber is also required; however, it does not need to
match the remote mailbox number. Bridge subscribers are also represented as
contacts in AD. When Bridge subscribers are deleted, by either individually deleting
them or deleting the delivery location associated with them, the contact information
remains in AD. It needs to be manually deleted from there.

The message store options are not available to Bridge subscribers, because they do
not have a local message store. Like Internet, AMIS, and VPIM subscribers, Bridge
subscribers cannot log on to Cisco Unity via the telephone or use the Cisco Unity
Assistant to receive message notifications, receive MWIs, and own private lists.
Chapter Summary
In this chapter, you learned different types of networking options with Cisco Unity.
Knowing how messages are delivered and directories replicated is important in order
to understand how Cisco networking works. You learned how SMTP, AMIS, VPIM,
and the Cisco Unity Bridge are used to deliver messages, what Cisco Unity
addressing options are available, which scenarios would appropriately use blind
addressing in Cisco Unity, the advantages of Cisco Unity's networking capabilities,
creating and using Internet, AMIS, VPIM, and Bridge subscribers. In particular, you
learned how to do the following:

Describe addressing options in Cisco Unity

Describe the advantages of Cisco Unity's networking capabilities

Describe Cisco Unity digital networking

Configure the default location object correctly

Determine whether it is appropriate to use a dialing domain

Select the Cisco Unity software components that are used to implement digital
networking

Create and use location objects

Select which search options are appropriate in the Cisco Unity System
Administrator given a particular addressing and server configuration scenario

Describe how Cisco Unity uses SMTP networking to deliver messages

Create an SMTP delivery location

Create and use Internet subscribers

Describe how Cisco Unity uses VPIM networking to deliver messages

Choose when a customer would appropriately use AMIS networking

Choose when a customer would appropriately use the Unity Bridge

For additional information about Cisco Unity networking, refer to these resources:
Cisco Unity Bridge Networking Guide

Networking in Cisco Unity Guide (with Lotus Domino)

Networking in Cisco Unity Guide (with Microsoft Exchange)

Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review questions for this chapter in
Appendix A.

When implementing SMTP networking by itself between a Cisco Unity

1: system and a non�Cisco Unity server, without IVC, in what format do
recipients receive voice messages on the non�Cisco Unity server?

When using SMTP networking between two Cisco Unity servers that do not
2: share the same global directory, are the voice attributes preserved when
sending voice messages between the Cisco Unity systems and using IVC?

If you plan to use VPIM networking to communicate with a third-party

3: messaging system, and you have several Cisco Unity servers networked
together, how many Cisco Unity servers require the VPIM license?

What method of communication does AMIS networking use with Cisco Unity
4:
to transfer voice messages between voice-messaging systems?

What tool do you use to create the UAmis and UOmni accounts for AMIS
5:
networking and Bridge networking, respectively?

What types of voice-mail systems can Cisco Unity communicate with when
6:
using Bridge networking?

What types of messages can the UOmni mailbox receive when using Bridge
7:
networking?

When Cisco Unity synchronizes its Unity SQL database with the global
8:
directory, what type of information copies over onto the directory?

When determining the type of Cisco networking to use, what is the

9: preferred choice when all the target servers are Cisco Unity servers and all
use the same global directory?

10:
You are the administrator of one Cisco Unity server in an organization that
is using networking to communicate with other messaging systems. If you
log in to your server using Cisco Unity Administrator, what location objects
can you not delete from this server?
Chapter 11. Unified Communications Backup and
Utilities
Upon completing this chapter, you will be able to perform the following tasks:

Explain the recommended backup procedures for Cisco Unity

Describe Cisco Unity administration tools

Describe the Cisco Unity audio management tools

Use Cisco Unity diagnostic tools

Describe Cisco Unity reporting tools

Understand the Cisco Unity switch integration tools

Describe troubleshooting procedures for Cisco Unity and Cisco Personal

Assistant (PA)

This chapter discusses the recommended backup procedures and various system
utilities of a Cisco Unity server. In addition, it explores the general troubleshooting
techniques to help find root causes for Cisco Unity and Cisco PA issues.
Backing Up Cisco Unity Systems
Cisco Unity, whether in a VoiceMail-only or Unified Messaging setup, requires regular
maintenance to ensure an efficiently running system. Knowing the proper backup
procedures for Cisco Unity is an important component of the maintenance.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

General knowledge of backing up messaging systems (see Chapter 6, "Cisco

Unified Communications System Maintenance")

Knowledge of Cisco Unity UM and voice-mail configurations, and the message

store you use for each (see Chapter 8, "Cisco Unified Communications System
Software")

Here is a quick list of guidelines to follow when you are backing up a Cisco Unity
system:

Server preparation� See the Cisco Unity System Administration Guide

- Turn off Circular Logging

- Schedule backups during off-peak hours

Cisco Unity Standard Backup� Use Backup Exec to back up the following
items:

- Cisco Unity

- Operating system (OS)

- Exchange (Domino) information store and Directory

- Exchange (Domino) mailboxes

- Structured Query Language (SQL)

- System state

Having a good backup strategy in place that provides a schedule for performing full
backups is important for the restoration of a Cisco Unity system, if the server
requires it. If your organization does not have a strategy already in place as part of
its disaster recovery plan for Microsoft Exchange, then you need to develop one;
refer to the documentation provided by the backup software that is used by the
organization and to the appropriate documentation available at
http://www.microsoft.com.
If your organization does not already have a software package for performing
scheduled backups, then consider the following data management programs, which
have been qualified by Cisco to use with Cisco Unity 4.0(x) for backups:

VERITAS Backup Exec for Microsoft Windows NT and Microsoft Windows 2000,
version 8.5 and later

VERITAS NetBackup version 4.5 and later

For technical assistance with Backup Exec or NetBackup, contact the VERITAS
Software Corporation through its website at http://www.veritas.com.

When you are preparing your system for backups, one of the recommended steps is
to turn off circular logging in Exchange. When new messages arrive on the Exchange
server, the server writes them into a transaction log. The transaction logs can later
assist you in restoring a message store if it becomes corrupted. When circular
logging is on, the newest messages can potentially overwrite the oldest messages in
the transaction log. When the system starts to overwrite log entries, you should not
use the transaction logs to restore a message store.

NOTE

By default, Microsoft Exchange 2000 has circular logging turned off, but
it is on by default on Microsoft Exchange 5.5.

The best time to perform backups on the Cisco Unity server is when the system is
the least busy. This means when the system is not processing calls, such as after
regular business hours or when no other tasks are running. This may include when
the system is not generating system reports or you have some reports in queue to
generate.
Understanding Administration Tools and Utilities
The administration tools, which are located in the Tools Depot of Cisco Unity, enable you to import different types of users into the
system, upgrade the system, perform disaster recovery, and change certain registry settings.

Understanding the administration tools that are available in a Cisco Unity system will help you to maintain and possibly troublesho
system. Knowledge of and experience with these tools will make maintenance of Cisco Unity much easier.

To benefit fully from this section, it is recommended that you have the following prerequisite skills and knowledge. (If you need a
review, see the designated chapter, where you can find more information on the topic.)

Knowledge of Cisco Unity UM and voice-mail configurations, including the role of subscribers and call handlers. (see Chapter
"Setting Up Cisco Unified Communications")

Knowledge of how calls are handled in Cisco Unity (see Chapter 2, "Using Your Cisco Unified Communications System")

Knowledge of the Cisco Unity software components (see Chapter 8)

Using Audio Text Manager

The Audio Text Manager application provides a fast, graphical view of the flow patterns of call handlers configured in the Cisco Unit
database and allows you to modify the flow patterns quickly and easily. This is particularly useful for systems with complicated aud
applications with many call handlers. It can be especially useful for troubleshooting an audio text application. To run Audio Text Ma
you must have Cisco Unity 3.1(3) or later installed, and it can run only on the local Cisco Unity system. Remotely using the applica
through Terminal Services is possible. It also requires that the user have read and write access to the Cisco Unity database SQL tab
which by default the local Administrator group has.

You can view information in Audio Text Manager in either Tree View or Grid View. Figure 11-1 shows the application opened in Tree
It shows the Opening Greeting with the option 0 highlighted. On the right side of the application, the tabs allow you to view most
information that is normally available to an administrator through the System Administrator (SA). You can use the SA to view
information about call handlers (such as Interviewer Directory call handlers). In the example shown in Figure 11-1, you can see an
changes to the settings of the Operator handler.

Figure 11-1. Audio Text Manager

[View full size image]

Using Bulk Edit

The Cisco Unity Bulk Edit utility enables you to make changes to a large number of call handlers or subscribers simultaneously. Alm
every parameter that you can change via the system administrator is also available to change in volume using Bulk Edit, as well as
items that are not visible in the System Administrator. However, Bulk Edit has no undo method after you perform a change. This m
that, for example, if you change a field incorrectly for a large number of subscribers while using this utility, you will need to run Bu
again or individually correct the field using the System Administrator.
Figure 11-2 illustrates Bulk Edit being used to enable transfers to all the subscribers on a Cisco Unity system.

Figure 11-2. Bulk Edit Utility

[View full size image]

Bulk Edit also allows you to view a list of all the subscribers on Cisco Unity, or just a few of them. The tool also has the following
capabilities: edit a range of subscribers with any specified starting and stopping extension; edit all subscribers on a particular distr
list or class of service (CoS); edit all subscribers attached to a particular telephone switch (in a dual-switch integration); or edit all
subscribers referenced in a supplied comma-separated values (CSV) file.

Using Disaster Recovery Backup and Restore Tools

The Cisco Unity Disaster Recovery Backup tool, shown in Figure 11-3, captures all the Cisco Unity�specific data from a server so t
can be restored using the Disaster Restore tool. This is useful both for disaster recovery purposes using regularly scheduled backup
for migration purposes. It works if you are using Exchange 5.5 and Exchange 2000 as the message store and Cisco Unity 3.1(1) or

Figure 11-3. Disaster Recovery Backup Tool

The Disaster Recovery Tools (DiRT) Backup provides a mechanism to back up all Cisco Unity�specific data from a server and store
an off-box network drive. If the server suffers a catastrophic failure, the customer must rebuild it up to the point where Cisco Unit
running as a clean, freshly installed system. At that point, the customer can run the Disaster Restore utility to bring its server back
the point at which the last backup took place.

The Restore utility will work on a newly built system with a different server name, on a different domain, or if Cisco Unity was orig
installed on a different drive or folder. The restore utility will also work when the back-end connection is different. In other words,
backup performed was on a Cisco Unity system that is running Exchange 5.5, it is also possible to restore it on a clean installation
running the same version of Cisco Unity, but with Exchange 2000 now installed. However, in all of these cases, you must install the
version of Cisco Unity that existed when the original backup took place. The new Cisco Unity system must also be up and running.

If you are connecting to Cisco CallManager, you also need to configure your Telephony Application Programming Interface (TAPI) s
provider (AvCiscoTSP) to integrate with the Cisco CallManager voice-mail ports. Once you have the system working as a new, clean
you can perform the restore operation.

The information that is preserved includes all Cisco Unity objects and data such as greetings, voice names, routing rules, password
handlers, interviewers, subscriber data, and switch configuration. Disaster Recovery Backup also gives you the option to back up re
data and subscriber messages.

NOTE

DiRT should not be used to replace normal tape backups of your Exchange message store.

The Disaster Recovery tools are ideal for sites that install Cisco Unity in a UM configuration and whose users are homed off-box. Ty
sites already have Exchange backup procedures in place and want a way to quickly and easily back up and restore the Cisco Unity�
configuration information, without having to back up the entire Cisco Unity server. This is also useful for sites that want to upgrad
server that Cisco Unity is running on, or would like to change the disk partition configuration or location of where you installed Cis
Unity. The Disaster Restore tool handles that on the fly.

DiRT does, however, have some caveats that are important to remember. Disaster Recovery Backup works only in an Exchange
environment, not Domino. Restoration is possible to a system with the same version of Cisco Unity that the backup gathered. In o
words, taking a Cisco Unity 3.1(1) database backup and trying to restore it to a Cisco Unity 3.1(5) or 4.0 system will not work.

NOTE

Once the restore is in progress, there is no undo feature. The Restore utility replaces the entire SQL database named UnityDb
Read the help files carefully before you use these Disaster Recovery tools in a production environment.
Using Failover Monitor

Cisco Unity has an optional feature called Failover Monitor that provides simple redundancy, maintaining voice-mail message funct
users if the Cisco Unity server becomes unreachable or when you want to perform maintenance. For Cisco Unity failover, you can in
Cisco Unity on two servers, one being the primary and the other the secondary (or partner).

Figure 11-4 illustrates the Failover Monitor application where the Local Cisco Unity server is the active one.

Figure 11-4. Failover Monitor Application

[View full size image]

Failover Monitor enables you to view real-time status information, such as the state of your primary and partner failover Cisco Uni
servers. You can see which one is active and ready to process voice-mail functions and which one is inactive. You can also perform
failover condition between the two Cisco Unity servers to perform maintenance. For more information on Cisco Unity failover, visit

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guide_book09186a00801b924

Using Migrate Subscriber Data Tool

Migrate Subscriber Data Tool, shown in Figure 11-5, enables you to move subscriber settings from a Cisco Unity subscriber accoun
regular mail user account. This tool allows you to preserve all the subscriber settings, such as voice name, greetings, and private
distribution lists, because it adds these Cisco Unity�specific attributes to the mail user account attributes. The mail user becomes
new Cisco Unity subscriber. The tool is useful for moving from a VoiceMail-only installation to UM, or for migrating users from ano
voice-mail system to Cisco Unity (for example, migrating Octel users who have been set up as Bridge subscribers).

Figure 11-5. Migrate Subscriber Data Tool

[View full size image]

Here is an example of a scenario in which you would use Migrate Subscriber Data Tool: John Smith has two directory accounts. He
one for voice-mail messages only (vJSmith) and the other for e-mail only (Jsmith). You (as the administrator) would like to move
voice-mail account into his e-mail account because you want to consolidate them so that he has only one account. You open Migra
Subscriber Data Tool and select John's Cisco Unity subscriber account and his e-mail account, and then click the Migrate Subscribe
button. The result is that John's subscriber record changes. His e-mail account directory ID overwrites his voice-mail directory ID.

His alias, display name, and first and last name transfer over from his e-mail account to his subscriber record. His primary call han
alias changes to match his e-mail account alias. These modifications take place first within the Cisco Unity database, not the direct
Migrate Subscriber tool removes the subscriber-specific settings from his previous subscriber directory account, but it does not de
account. When you exit the tool, the Cisco Unity database then synchronizes itself with the directory. When the directory synchron
is complete, any new voice-mail messages that John receives arrive at his e-mail account, which is now his subscriber account as w

Using the Cisco Unity Licensing Utility

Using the Cisco Unity Licensing utility, shown in Figure 11-6, is an easy way to view Cisco Unity licensing information. The Cisco Un
server shown in Figure 11-6 is licensed for 72 voice ports. The FlexLM licensing controls many aspects of your Cisco Unity configur
such as how many languages, voice ports, and text-to-speech sessions are allowed on the system. If you try to install a new featur
add another language and the system does not allow you to do so, it may be because the license is not present. You would need t
purchase additional licenses. When you receive the new license file, you would run the License Wizard and then, as a check, look at
License Viewer to confirm that your new licenses are active.

Figure 11-6. License Viewer Utility

[View full size image]

Using Global Subscriber Manager

Global Subscriber Manager (GSM), shown in Figure 11-7, shows your entire Cisco Unity network broken down by dialing domains (
and servers. GSM enables you to locate individual subscribers quickly and, by double-clicking the subscriber, launch the system
administrator console page for that subscriber, regardless of which server their message store resides on. You can select any scope
all the subscribers at that level. Searching can be done by DD, by server, or globally across the entire Cisco Unity network.

Figure 11-7. GSM Tool

[View full size image]

GSM displays your Cisco Unity network in a tree, organized by DDs and servers. The top of the Cisco Unity network is the Global d
Under the Global directory is a node for each DD. Under each DD is a node for each server within that DD. If a Cisco Unity server d
belong to a DD, it shows up at the DD level with its name in curly brackets, {}.

Clicking any node in the tree shows all subscribers at that level. For example, clicking a DD shows all subscribers homed on any se
that is a member of that DD. Clicking the Global node shows you all subscribers in your entire Cisco Unity network.

Once you have located the subscriber you want to view in more detail or edit, you just double-click that specific subscriber and the
will launch the system administrator console on the subscriber's home server and bring you right to their profile page.

GSM is also capable of importing users into Cisco Unity.

Understanding Audio Management Tools and Utilities
Audio management tools are accessible through the Cisco Unity Tools Depot. These
tools are used to adjust audio levels and the quality of Cisco Unity prompts and
greetings. You can also change the compression/decompression (codec) or audio
formats in which Cisco Unity stores voice messages.

An organization may need to change the codec it uses on an existing Cisco Unity
implementation. Modifying the audio levels may also be required after an upgrade.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Knowledge of how calls are handled in Cisco Unity (see Chapter 2)

Knowledge of how to change the different greeting in Cisco Unity (see Chapter
3)

Knowledge of corporate voice-messaging needs (see Chapter 9, "Cisco Unified

Communications Integrations")

Using Set Record Format

The Set Record Format utility, shown in Figure 11-8, allows you to choose any
sound codec installed on the Cisco Unity server and make it the default recording
format that Cisco Unity uses for all new recordings. By default, the record format is
set to 8Kbps Mu-Law (codec 711). You can select any codec and adjust the sample
rates. Existing recordings and greetings do not convert to the new codec. It is not
possible to select specific formats for items such as individual users, ports, and WAV
file types. After you make a change, you need to restart Cisco Unity for the
recording format changes to take effect.

Figure 11-8. Set Record Format Utility

Be sure to select a codec that all clients are compatible with or else some users may
encounter voice-quality issues. The audio quality of the G.711 and G.729 codecs is
noticeably different. If you send a voice mail to a user who will be accessing that
message via their desktop messaging client, they will need the same codec installed
on their local system to play it. This utility will not run using Terminal Services.

Using Set WAV Format

The Set WAV Format tool, shown in Figure 11-9, allows you to convert all the
existing greetings and voice names on a Cisco Unity server to a selected WAV codec.
You can choose from G.711 Mu-Law, G.711 aLaw, or G.729a.

Figure 11-9. Set WAV Format Tool

[View full size image]

If a site has selected to change recording formats from G.711 (default) to G.729a,
for instance, you may want to use this tool to convert all standard greetings and
voice names into G.729a. Although Cisco Unity will convert from G.711 to G.729a
(and vice versa) on the fly using software, this conversion does require some CPU
cycles, so it is often desirable to have all WAV files in the same format to prevent
this.
Cisco strongly recommends that you back up your greetings and voice names before
changing their format. If the conversion damages the WAV files or the sound quality
is poor, you can then recover some or all of them. The Set WAV Format tool has a
built-in backup-and-restore mechanism for all greetings and voice names. You would
simply check the Save Original Files To check box and then click Browse and select a
directory to copy greetings to. Before modifying the WAV files, the tool copies all
greetings and voice names to the target directory.

To restore these greetings, you would select the Restore Backed Up Greetings and
Voice Names option from the File menu.

Set WAV Format does not convert standard messages in subscribers' mailboxes.
Converting WAV files from G.711 to G.729 and back to G.711 degrades their sound
quality, because the compression process of each format is different and you lose a
certain amount of information during the conversion. After you convert messages,
you do not need to reboot the Cisco Unity system for the changes to take effect.

NOTE

Setting a file to the same codec does not have any negative effect on the
WAV files. The Set WAV Format tool will identify these instances and not
modify the file.

Using WaveGain

The WaveGain utility, shown in Figure 11-10, allows you to adjust the overall volume
for all new recordings or for all playbacks when using Cisco CallManager. The volume
values used are in decibels, where a positive number increases the volume and a
negative number decreases it. The changes take place immediately while Cisco Unity
is running so that you can quickly adjust the playback/record levels until you are
happy with them. Once you have found the values you want, you need to write them
into the registry either manually or by using the Advanced Settings tool. In either
case, you must edit the registry for the values to take effect the next time you
restart your system.

Figure 11-10. WaveGain Utility

Understanding Diagnostic Tools and Utilities
Diagnostic tools are available with Cisco Unity. These tools help you to configure
traces and capture information to resolve Cisco Unity issues.

The Cisco Unity diagnostic tools assist you to maintain a properly running Cisco
Unity system. For example, the dbWalker utility checks the integrity of your
database, and the Diagnostic Traces utility logs further information for Cisco
TACACS to help troubleshoot any issues with your system.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Knowledge of the different networking features available for Cisco Unity,

especially SMTP networking (see Chapter 10, "Unified Communications
Networking")

Knowledge of the Cisco Unity installation process (see Chapter 8)

Understand the different Cisco Unity architectures (see Chapter 8)

Using Cisco Unity Data Link Explorer

One of the main features of the Cisco Unity Data Link Explorer (CUDLE) tool, shown
in Figure 11-11 with the Subscriber table highlighted, is that it helps you quickly
explore the Cisco Unity database in Microsoft SQL in a read-only view. It is safe to
use because no updates can be made to the database, and you can run it off-box to
connect to other Cisco Unity servers. The CUDLE tool also has the option to view the
Cisco Unity local registry tree, and it comes with its own Query Builder, SQL Query
Analyzer, that is similar to the one that comes with SQL 2000 Enterprise. The CUDLE
tool is useful for learning more about Cisco Unity SQL tables.

Figure 11-11. CUDLE Tool

[View full size image]

Using Database Walker (dbWalker)

The dbWalker utility, shown in Figure 11-12, examines the Cisco Unity database and
makes a series of checks on all objects in the database, including call handler,
subscriber, subscriber template, Interview handler, location, and Directory handler
objects. If dbWalker encounters an issue, the string "(error)" appears in red in the
output HTML. Warning strings show up in yellow and start with "(warning)". They
indicate items that you should check on, but they may not be actual problems. If an
item is automatically fixed, a string that starts with "(fixed)" is logged in green
directly under the error to indicate what was done.

Figure 11-12. DbWalker Utility

[View full size image]

When dbWalker is complete, a dialog box pops up to let you know that it is finished
and to tell you how many errors and warnings, if any, the utility found during the
process. It gives you the opportunity to view the output file. By searching the
output file for the string "(error)" or "(warning)", you can go right to each problem
in the log. Brief explanations of the problems encountered usually appear on the
following line in the log. Be sure to read them in their entirety to determine what
you should do about them, if anything.

NOTE

The first time that you run dbWalker, it is strongly recommended that
you run it with no options selected for it to automatically fix any issues
that it finds. Instead, run dbWalker and check the results to see what
errors or warnings it has found first. Once you understand the changes
that the tool will make, choose the options that specify what you prefer
it to fix automatically and then run dbWalker again.
Some problems are logged as errors and fixed automatically (that is, if dbWalker
finds the standard contact rule or greeting rule disabled, it re-enables it on the fly).
The utility can optionally fix some problems if you indicate that it should do so (for
example, it removes orphaned call handlers if you check the option for it to do so at
the top of the form).

Other problems require manual intervention to clear up the issue. You can set the
Logging Detail drop-down list box to show information about all objects checked
during the database walk or you can choose to limit the output to only those
objects that encounter one or more errors (default). Each time you click the Walk
Database button, the utility generates a new output file and stores it under the
\logs\ directory where you installed dbWalker. To view the logs directory quickly,
select File > View Log Directory and File Explorer will open to that directory
automatically. Whenever dbWalker runs, it automatically deletes any logs in this
directory that are older than 10 days.

Using Event Monitoring Service

Event Monitoring Service (EMS) for Cisco Unity provides basic notification options
when particular events are recorded in the event logs. You can choose which events
will trigger a notification, who will be notified, and how they will receive the
notification.

You can choose to send a voice mail or e-mail notification to either a subscriber or
distribution list, or send an e-mail to one or more SMTP addresses that you define
when an event arrives in the event log.

You can set up a notification for when a specific event ID is written to the event log
or for any event IDs.

In Figure 11-13, the highlighted Monitored Event is for the source CiscoUnity_TSP,
with event ID 114. If this error is written to the event log, a notification will be sent
to the associated recipient, John Davis. John Davis will be sent an SMTP e-mail to
the defined SMTP address.

Figure 11-13. EMS Tool

[View full size image]

 TIP

If you would like more information about Cisco Unity�specific errors that
appear in the Application Event log, go to the following link and perform
a search based on the event ID: http://www.ciscounitysupport.com.

Using Cisco Unity Diagnostic Tool

The Cisco Unity Diagnostic Tool enables you to create and view diagnostic log files to
troubleshoot issues with Cisco Unity. Figure 11-14 illustrates Diagnostic Traces at the
Macro Traces level.

Figure 11-14. Diagnostic Traces Tool, Macro Traces

[View full size image]

The wizard replaces the diagnostic log functionality in Maestro Tools and allows you
or the Cisco TAC staff to select which of the diagnostic traces to run at either of two
levels:

Macro traces� These are component traces that are grouped together to help
diagnose particular issues. Some examples of problems are message waiting
indicators (MWI) problems and system problems.

Micro traces� These are the individual component traces. Each component has
up to 32 traces that you can choose from, and they normally provide more
detail of the actual component or service that you want to monitor.

The Cisco Unity Diagnostic Tool also allows you or the Cisco TAC staff to perform
the following tasks:

Create new log files on demand� This makes troubleshooting a particular

problem easier. When an issue can be reproduced reliably, you can close all
existing log files and create new files prior to reproducing the problem. This
eliminates many unnecessary and unrelated items from appearing in the logs.

Configure log settings� You can adjust the maximum disk space allowed for
all diagnostic log files. The default setting is 400 MB. The Logging Properties
window also a
Understanding Reporting Tools and Utilities
There are additional reporting tools that are part of the Tools Depot in Cisco Unity.
These reporting tools gather important information about your Cisco Unity system.
Some are useful particularly for monitoring or troubleshooting the Cisco Unity
Bridge. Running them can assist you to keep a Cisco Unity system running efficiently
and to isolate issues.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Knowledge of the historical reporting tools available with Cisco Unity (see
Chapter 6)

Knowledge of the messaging ports used with Cisco Unity (see Chapter 9)

Knowledge of the different networking features available for Cisco Unity,

especially Bridge networking (see Chapter 10)

Using Bridge Traffic Analyzer

The Bridge Traffic Analyzer tool, shown in Figure 11-16, enables you to obtain traffic
data on your Cisco Bridge units to determine the following:

Total size of messages sent

Number of messages sent

Which servers messages have come from or gone to

How long it takes for messages to arrive at their destinations

How many analog ports are in use for message transport

Figure 11-16. Bridge Traffic Analyzer Tool

[View full size image]

The Bridge Traffic Analyzer tool can generate four types of reports: Port Availability,
Message Queue Activity, Message Latency, and Node Message Traffic.

The Port Availability report does not take any parameters; instead, it processes
analog port activity on the log for the entire day. The purpose of this report is to
show how many analog ports the Cisco Bridge uses to communicate to Octel nodes
at any given time of the day. The report shows a bar for each minute of the day,
indicating how many ports are in use and how many ports are available to take calls.
You can choose to show busy ports, ports available to take calls, or both, by using
the check boxes at the top of the report form.

The Message Queue Activity report shows how many messages and how much data
are passing through the inbound and outbound message queues on the Bridge
server. Inbound messages are those traveling from Octel nodes to the Bridge via
analog lines and then to the Cisco Unity servers via IP. Outbound messages are
those traveling from Cisco Unity to the Bridge via IP and then to the Octel node.

The Message Latency report enables you to see how long messages sit in the
outbound queue before they are delivered to the Octel nodes via the analog lines on
the Bridge. This report shows only the outbound messages because inbound
messages that arrive at the Bridge server from Octel use the IP network to deliver
the message, and, therefore, the total time in the queue is very short. Outbound
messages, on the other hand, arrive from Cisco Unity via IP, enter the queue, and
then the Bridge uses the analog lines to deliver the messages to the target Octel
node. If port resources are limited on the Bridge unit, messages can wait in queue
for delivery for a long time and thus create a bottleneck at the analog lines.

The Node Message Traffic report shows how many messages and how much data are
passing between different Cisco Unity and Octel nodes. For example, this report can
show which Octel nodes a specific Cisco Unity server exchanges messages with most
heavily. As with the Message Latency report, you can run a report for a time range
by selecting one or more Cisco Unity nodes.

NOTE

You can run Bridge Traffic Analyzer on or off the Cisco Unity server. The
only necessity is access to the logging directory on the Bridge server.
However, if possible, do not run the tool on the Cisco Unity server, to
avoid adding additional overhead.

Using Port Usage Analyzer

Port Usage Analyzer, shown in Figure 11-17, can assist you to determine whether an
implementation of Cisco Unity requires more ports. Having an insufficient number of
ports could cause callers to receive a busy signal when they dial Cisco Unity, cause
delay dialouts for message notification, or cause delayed MWIs, resulting in
complaints of delayed messages.

Figure 11-17. Port Usage Analyzer Tool

[View full size image]

Port Usage Analyzer is a suite of four reports that is designed to give administrators
a better idea of the call-traffic loads that their Cisco Unity servers are experiencing.
The reports generate a graphical chart for easy analysis, which you can save in
simple CSV files if you want to do more post-processing. The suite of reports
includes the following, each of which has its own corresponding tab:

Port Availability� This report does not have parameters to configure.

Instead, it records port activity information on the log for the entire day. The
purpose of this report is to show how many ports the system is using and how
many are available to process incoming calls at any given time of the day. The
report shows a bar for each minute of the day, indicating how many ports are
in use and how many ports are available to take calls. You can choose to show
busy ports, ports that are available to take calls, or both, by using the check
boxes at the top of the report form.

Call Distribution� This report shows what types of calls are coming in or
going out of each port over the time range specified. By default, the report
runs for the entire day and shows totals of call types for each port. However,
you can select a custom time range to run against.

Port Time Use� This report shows the same type of information that the Call
Distribution report shows. However, it shows how many seconds each port was
busy with each type of call. By default, the report also runs over the entire day.

Call Traffic� This report shows how many of each of the five types of calls
went into a port or originated from a port for each minute of the day. As with
the other reports, the Call Traffic report runs over the course of the entire day,
but you can zoom in from a full 24 hours to as close as 1 hour of data shown
at a time using the Zoom menu. The Call Traffic report can be useful in
gauging how many calls are being processed by the system during different
times of the day, in particular, if Cisco Unity is acting as a call redirector to
internal extensions or similar extension. In conjunction with the Port
Availability report, it should give you a good idea of the traffic-load patterns
that your system is experiencing over the course of a day.

Using Gather Unity System Information

The Gather Unity System Information (GUSI) utility, shown in Figure 11-18, gathers
basic information about the local Cisco Unity server installation and the last 5 days'
worth of Application Event and System Event log data.

Figure 11-18. GUSI Utility

GUSI is an easy to understand tool. When you run it, the basic system information
appears in the window, as Figure 11-18 demonstrates. You can copy this
information to the clipboard by selecting Paste to Clipboard from the File menu. To
gather the additional Application Event log data that Cisco TAC needs for
troubleshooting, you would click the Write To File button. This writes the Application
Event and System Event log messages for the last 5 days, including the system
information shown in the window, and bundles it all into a single cabinet file
(Windows file with a .cab extension), in the directory indicated. In most cases, the
default directory, under \Commserver\SystemInfo, should be fine. However, if for
whatever reason you want to use a different directory, use the Browse button to
select an existing directory or create a new one. You can also run this tool in silent
mode and schedule it to run at a given time using the Windows Scheduler.
Understanding Unity Switch Integration Tools and Utilities
The switch integration tools, located in the Tools Depot, are a very important part of
Cisco Unity's suite of tools. They are a great aid in troubleshooting the integration
between Cisco Unity and a telephone system. If the integration is not set up
correctly, Cisco Unity may not function properly, in which case callers may not be
able to leave messages or users may not be able to retrieve their messages. At other
times, technicians may spend a great deal of time troubleshooting Cisco Unity when
in fact the issue is occurring on the telephone system. These switch integration tools
can help in isolating these issues.

To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated
chapter, where you can find more information on the topic.)

Knowledge of the different telephone switch integrations supported with Cisco

Unity 4.0 (see Chapter 1, "Cisco Unified Communications System
Fundamentals," and Chapter 9)

Knowledge of Cisco Unity call flow (see Chapters 2 and 3)

Using Call Viewer

The Call Viewer application, shown in Figure 11-19, displays call information for
incoming calls on an IP integration. It displays all incoming call information, which is
sometimes used to create call routing rules in Cisco Unity. If any information for a
call is not displayed by this application, then the switch integration did not send that
information. You can use Call Viewer to initially troubleshoot calls that are not going
to the proper mailbox, to view call duration, and to view the port numbers used for
incoming calls.

Figure 11-19. Call Viewer Application

[View full size image]

The Always on Top option on the View menu is useful when you are editing and
testing new call routing rules in the System Administrator. You can have the Call
Viewer open in the corner while you are testing your new rule values.

The Cisco TAC team may want to review call data on your system. Call Viewer has
an option that allows you to save this information to a log file. It can log up to 1000
calls before clearing the log.

Call Viewer works only with IP integrations, such as Cisco CallManager. It does not
work on circuit-switched PBXs. For circuit-switched PBXs, you would use Integration
Monitor, discussed later in the chapter in the section "Using Integration Monitor."

Using the Switch Configuration Utility

The Switch Configuration utility allows you to edit specific integration information
for a switch on the Cisco Unity server. You can set data such as MWI ON/OFF codes,
the number of rings before Cisco Unity answers an incoming call, delays or access
codes needed for out-dialing to a telephone switch, as well as tone definition
settings, call supervision settings, and integration settings.

Figure 11-20 illustrates the Switch Configuration utility in Editor mode showing the
Incoming Calls tab settings.

Figure 11-20. Switch Configuration Utility

[View full size image]

A field technician or a support person with knowledge of the switch integration
features would most likely use this tool if they were applying it to an integration.
The system may need to be restarted if changes are made using Switch
Configuration. Use this tool carefully, because your switch integration with the
phone system can possibly stop working if this tool is used incorrectly. The tool can
modify Registry settings or change the protocol (language) used for the switch
integration. Do not use this tool when making switch-related changes to a Cisco
CallManager integration. Instead, select Start > Settings > Control Panel >
Phone and Modem Options and click the Advanced tab, on which you can gain
access to the TSP used by Cisco Unity and Cisco CallManager. You can also use the
Cisco Unity Telephony Integration Manager tool for this purpose.

Using Integration Monitor

The Integration Monitor utility, shown in Figure 11-21, displays detailed call
information that is coming from a circuit-switched phone system. This utility shows
much of the same information that Call Viewer shows, but it also includes raw
packet information. It also has the ability to monitor outbound call information.

Figure 11-21. Integration Monitor Utility

[View full size image]

Integration Monitor does not function when the integration is between Cisco Unity
and Cisco CallManager. Use this tool for DTMF and Simplified Message Desk Interface
(SMDI) integrations only.
Troubleshooting and Monitoring Cisco PA
Issues can arise with the Cisco PA installation; however, you can use specific tools to monitor Cisco PA
performance, to help you to detect any system problems, and then use other tools to troubleshoot any
problems that you detect.

An efficiently running Cisco PA system greatly increases the customer's satisfaction with the product.
Knowledge of how to troubleshoot Cisco PA will help you to find a resolution to a problem quicker.

To benefit fully from this section, it is recommended that you have the following prerequisite skills and
knowledge. (If you need a quick review, see the designated chapter, where you can find more information
on the topic.)

Knowledge of the Cisco PA architecture (see Chapter 8)

Knowledge of the Cisco PA call flow (see Chapter 1)

Resolving Issues Encountered when Using PA

You may encounter many common issues with Cisco PA. Here is a quick list:

Users are unable to access the user interface

Users are unable to use speech commands

Users are offered too many dial-by-name options

Dial rules are not working properly

Users cannot browse voice mail

If you encounter other issues that are not listed here, a good place to look for a resolution is in the
"Troubleshooting Cisco Personal Assistant" chapter of the Cisco Personal Assistant Administration Guide
available at Cisco.com.

If a user is not able to log in to the Cisco PA user interface, verify that the user is using the correct login
name, which should match the unique user attribute identified in the corporate directory. This may be
the user's e-mail name or telephone number.

If users have to use touch-tone dialing because voice commands are not functioning, check that the
speech-recognition server is working properly. If that is not the cause, you may have an inadequate
number of speech-recognition server licenses to handle the number of users. In that case, you may need
to add more speech licenses. You should also make sure you refresh the servers after you add any new
speech-recognition server licenses. You must perform this before those servers can support users.

Users may report that too many matches are offered when they are using dial-by-name. Lowering the
Max Disambiguate parameter located within the speech-recognition settings on the Cisco PA server will
reduce the number of matches.

When searching for options on how to configure dial rules, it is possible to configure them in Cisco PA
through the Cisco PA administration interface or through the user interface. Those that are set through
the administration interface take priority. Therefore, if a user configures a dial rule that conflicts with one
configured by the administrator, the system uses the administrator's dial rule.

If all users are unable to browse their voice-mail messages in Cisco Unity through Cisco PA, then select
System > Messaging and check the messaging configuration. Cisco PA requires the use of unqualified
DNS names to identify the voice-mail servers; in other words, Unity1 must be used rather than
Unity1.domain.com. The IP address of the voice-mail server will also not work if it is used in place of the
unqualified DNS name.

If only one user cannot browse their voice-mail messages, you should check to see that the user's voice
mailbox number matches the user's extension in Cisco CallManager, and that the user's ID is the same in
both as well.

Monitoring Performance of PA

Here is a list of performance monitor counters that are common when troubleshooting Cisco PA:

Calls Answered

Dial-by-Name: Disambiguations

Dial-by-Name: Reconfirmations

Dial-by-Name: Speech System Error

Voice Mail

Voice Mail Login Failure

Voice Mail Reconfirmation

Cisco PA monitoring counters use Microsoft Windows Performance Monitor. These counters are helpful in
determining issues that occur. For example, if there are many Dial-by-Name: Disambiguations, this may
indicate issues related with speech recognition. Other counters may be helpful in determining whether
the system requires additional resources for more speech-recognition sessions or overall Cisco PA
sessions.

The "Troubleshooting" section of the Cisco Personal Assistant Administration Guide, available at
Cisco.com, includes an explanation of all the counters.

Collecting Call History, Trace, and Debug Information

A customer may ask you to investigate telephone toll fraud on its system. The Call History logs can help
you to track this information. The first line in the log file tells you how to read the call history records.

Cisco PA writes call history records to a series of files named PACallHistoryxx.log while xx represents the
range 00 to 99. These are stored on the Cisco PA server under the \logs folder. Each log is limited to 2
MB; when the logs are full, they start to write over existing log information.

Here is a list of some of the characteristics of call history information:

Used to identify toll fraud

PACallHistoryxx.log in \logs folder

Each log limited to 2 MB

100 files

Overwrites when full

Cisco PA can also use the CiscoWorks 2000 Syslog facility, in which case syslog receives the call history
information.

Cisco TAC may request traces from the Cisco PA server if you contact it for assistance on an issue.
Collecting traces can have a performance impact on the system. Therefore, you should capture traces
only when requested by Cisco TAC. Once the traces are captured, you can turn the traces off. Traces are
set under the System Configuration menu in Cisco PA. When you go to the Traces page, you can select
which traces to collect, and then click Save. After you do this, the traces start to be captured
immediately. When you are finished collecting the traces, turn off the trace and then debug by clicking
Clear All for each of the options you selected before and then clicking Save.

The following are the trace packages available, in which the packages trace:

PASRV� Main PA server system

SS_PA_TEL� Telephony system

SS_PA� PA subsystem for LDAP access

SS_PA_MAIL� Subsystem that interacts with the voice mail and paging

PASCCP� Skinny protocol subsystem (SPS)

PARULES� Rules-based call routing subsystem

PASpeech� Speech-recognition subsystem

PADtmf� DTMF interface

PAVmail� Speech-enabled voice-mail package

PADbn� Dial-by-name subsystem

DialRules� System-wide dialing rules subsystem

GRMR� Speech grammar generation

PASpokenName� Subsystem that records the user's spoken name

Perfmon� Performance monitoring subsystem

The collected trace information is stored in the \logs folder of the Cisco PA directory.

If you install CiscoWorks 2000 Syslog, the system will also write the collected trace information to
syslog.

Example 11-1 shows a sample of the type of information that is found in the Cisco PA log files.

Example 11-1. Cisco PA Log Files Sample Text

21122: Sep 06 12:00:14.229 PDT %PA-PASpeech-7-DEBUG:4006: nresult = 0

21123: Sep 06 12:00:14.229 PDT %PA-PASpeech-7-DEBUG:4006: pauser is null for disambiguation

21124: Sep 06 12:00:14.229 PDT %PA-PASpeech-7-DEBUG:4006: Nothing to disambiguate

21125: Sep 06 12:00:14.229 PDT %PA-PASpeech-7-DEBUG:4006: cmd = exit confidence=45

21126: Sep 06 12:00:14.229 PDT %PA-PASpeech-7-DEBUG:4006: MainMenu: isCmdexit: condition

check is true

21127: Sep 06 12:00:14.229 PDT %PA-PASpeech-6-INFO:PAVmailDialog: Entering the onExit method

21128: Sep 06 12:00:14.229 PDT %PA-PASpeech-6-INFO:PAVmailDialog: Entering the

prepareEndResult method

21129: Sep 06 12:00:14.292 PDT %PA-PASpeech-6-INFO:4006: PAVmailDialog: play VMAIL_PA_TRANSFER

21130: Sep 06 12:00:14.292 PDT %PA-PASpeech-6-INFO:4006: PAVmailDialog: exceptions, return

to PA

21131: Sep 06 12:00:14.292 PDT %PA-PASpeech-6-INFO:PAVmailDialog: Exiting the

prepareEndResult method
Chapter Summary
In this chapter, you learned about the guidelines for backing up Cisco Unity, about
the different selected Cisco Unity utilities and tools, and about the troubleshooting
approaches for Cisco Unity and Cisco PA.

Specifically, you learned about the function of the following utilities and tools:

Selected Cisco Unity Administration tools

Set Record Format

Set WAV Format

WaveGain

Database Walker

Diagnostic Traces

SysCheck

Bridge Traffic Analyzer

Port Usage Analyzer

Gather Unity System Information (GUSI)

Call Viewer

Switch Configuration

Integration Monitor

You also learned how to do the following:

Resolve selected PA issues

Collect call history information

Monitor PA performance

Set and collect trace and debug information

For additional information on the topics presented in this chapter, refer to these
resources:

Cisco Unity white papers

- Backing Up and Restoring a Cisco Unity Server

- Security Best Practices for Cisco Unity

Cisco Unity Troubleshooting Guide

Cisco Unity System Administration Guide

Cisco Unity Bridge Networking Guide

Various Cisco Unity Integration guides

Cisco Personal Assistant Administration Guide

These references can be found by going to Cisco.com and searching for the exact
reference names.
Chapter Review Questions
Use this section to test yourself on how well you learned the concepts discussed in
this chapter. You can find the answers to the review question for this chapter in
Appendix A.

1: A Standard Cisco Unity Backup should include what components?

2: When is the best time to perform backups of a Cisco Unity system?

Which utility can you use to view the flow patterns of call handlers that are
3:
configured in the Cisco Unity database?

Suppose that you have ten subscribers in Cisco Unity and you would like to
4: require them to change their phone password the next time they log in.
Which Cisco utility best helps you to set this up quickly?

John Smith has two accounts in Exchange, one for voice mail only and the
other for e-mail. He would like to have only one account for both functions.
5:
Which Cisco Unity utility can help you to consolidate these into one account
for John?

Which Cisco Unity tool can you use to change the codec of all standard
6:
greetings and voice names from G.711 to G.729?

Which Cisco Unity utility can examine the Cisco Unity database by
performing a series of checks on all call handler, subscriber, subscriber
7:
template, interview handler, location and directory handler objects in the
database?

When using Bridge networking with Cisco Unity, which reporting tool can
8:
show you the amount of message traffic on your Bridge server?

If your organization has a Cisco Unity system integrated with a Cisco

CallManager system, and some calls are not going to the proper mailbox,
9:
which Cisco Unity tool can you use to see call information that is received
from CallManager?

10:
If users are reporting that too many matches show up when they are using
the dial-by-name feature in Cisco PA, what can you do to reduce the
number of matches?
Appendix A. Chapter Review Questions
Chapter 1

1: Name three of the standard features new to Cisco Unity 4.0.

Answer: The following are new standard features introduced in Cisco Unity
4.0:

Cisco PCA

CUGA

FlexLM software security

Live Reply

Flex Stack

12-to 24-hour clock support

A1:
CUSPA

CUICA

DVD installation

Multiple directory handlers

SIP

Additional EMEA voice board support:

- D/120JCT-LS and D/120JCT-Euro revision II cards

- D/41JCT-LS and D/41JCT-Euro cards

2: Name an optional networking feature that is new in Unity 4.0.

A2:
Answer: The following is the new networking feature introduced in Cisco
Unity 4.0:
 VPIM. Cisco Unity voice-mail only (VM) and Cisco Unity unified
messaging (UM) for Exchange support VPIM with the Meridian Net
Gateway for Meridian Mail, Mitel/Baypoint NuPoint Messenger, and
Nortel CallPilot

What new feature enables Cisco Unity to transfer a user immediately to the
3:
subscriber who left a message that the user is currently listening to?

A3: Answer: Live Reply.

4: True/False: Cisco Unity 4.0 now supports multiple directory handlers.

A4: Answer: True. This is a new feature in Cisco Unity 4.0.

5: Which IETF standard does Cisco Unity now support in version 4.0?

A5: Answer: SIP.

What client software package allows Unified Messaging on Lotus Notes client
6:
desktops with Cisco Unity?

A6: Answer: DUCS, which IBM Lotus developed.

Name three of the qualified third-party fax solutions for Cisco Unity
7:
Integrated Faxing.

A7:
Answer:

Biscom FAXCOM for Microsoft Exchange, Version 6.19 or later

Captaris RightFax Version 6 or later

Esker FaxGate Version 7 or later

Fenestrae FAXination Version 4 or later

Interstar LightningFAX Version 5.5 or later

Omtool Fax Sr. Version 3 or later

 Optus FACSys Version 4.5 or later

TOPCALL, all versions

8: What text-to-speech engine does Cisco Unity 4.0 support?

A8: Answer: The RealSpeak engine.

What new networking feature in Cisco Unity 4.0 uses a standard that is
9:
based on the SMTP and MIME protocols?

A9: Answer: VPIM networking.

When using Cisco PA, what feature enables you to be transferred to a

10:
person by saying that person's name?

A10: Answer: Name dialing, in PA.

What Cisco PA feature can provide users with notification of upcoming

11:
appointments on the phone display?

Answer: IP Phone Productivity Services, which is an optional feature of Cisco

A11:
PA.
Chapter 2

Explain briefly the process that occurs when a Cisco Unity subscriber logs in
1:
to the system for the first time.

Answer: When a subscriber accesses the system for the first time and
presses * (if the system does not recognize the calling party number) and
then enters their extension number, they typically are presented with a
special first-time subscriber conversation that is meant to enroll them in the
A1:
system. If the system recognizes the calling party number as a subscriber, it
logs in the subscriber with the default password. The system prompts the
subscriber to record a voice name and a personal greeting. It then provides
the opportunity to set a password.

2: List four typical voice-mail subscriber options when using the TUI.

Answer: Check messages, send messages, review messages, change

A2:
message options.

3: List at least two items that can be customized in the VMO settings.

Answer: Modify sound notifications, change the saving of outbound

A3: messages in the Sent Items folder, configure automatic playback of
messages, enable download prior to playback.

When a user is prompted for a PIN by Cisco PA, what is the result when the
4:
PIN cannot be verified due to an incorrect entry?

Answer: If Cisco PA cannot verify the entered PIN, the subscriber is

A4: transferred to the Cisco Unity voice-mail system and prompted to enter the
password established with it.

Which interface allows a subscriber to configure Rule-Sets to enable call

5:
forwarding based on personal preferences for PA?

A5: Answer: The Cisco PA User Administration web interface.

6:
Each subscriber must set a password as mandated by the subscriber
template in effect at login. If a subscriber loses or forgets the password set,
 what course of action should be taken?

Answer: Only a Cisco Unity administrator can delete the existing password
A6: and set a new temporary password for the subscriber. The subscriber should
change the temporary password at first login.

Describe the circumstance that will cause the MWI on the subscriber phone
7:
to be turned off.

Answer: The last unheard message in the voice mailbox must be heard in its
A7:
entirety.

To configure call hold and screening features, which utility, discussed in this
8:
chapter, should be used?

A8: Answer: The Cisco Unity Assistant inside the Cisco Unity PCA.

For Cisco PA to be fully used by a subscriber, it must be able to retrieve

9: subscriber information from an LDAP directory. Under what circumstance
does this feature properly function?

A9: Answer: Only with a CCM integration.

Cisco PA's voice-recognition capabilities allow voice message access using

10: voice commands. List at least two tasks that are possible using voice
commands.

Answer: List or read messages, skip messages, delete messages, and call
A10: back the sender of the message (if the message was left by a subscriber in
the corporate directory).
Chapter 3

1: List the three basic sections of the Cisco Unity System Administrator page.

A1: Answer: Title bar, navigation bar, and page body.

List the two basic methods of authentication that are available for Cisco
2:
Unity subscribers.

A2: Answer: Integrated Windows authentication and Anonymous authentication.

3: Which of the two authentication types is more easily configured? Why?

Answer: Integrated Windows authentication is more easily configured

A3: because it is the default method in IIS. No configuration is necessary to
implement it.

How many system administrator accounts can be logged in to the Cisco

4:
Unity System Administrator tool concurrently?

A4: Answer: Five.

List at least three options available on the Configuration Settings page and
5:
their functions.

A5: Answer: Refer to Table 3-2.

On a date for which the Cisco Unity server has been configured as a holiday,
6:
which greeting will callers hear upon calling in?

Answer: Callers will hear the Closed greeting as configured by the

A6:
administrator for such days.

Instead of using a hardware key for Cisco Unity licensing, what is used in
7:
Cisco Unity 4.x?

A7:
 Answer: FlexLM licensing and license files stored on the Cisco Unity server.

8: Which tool can be used to retrieve near real-time port statistics?

A8: Answer: The port monitor in Status Monitor (web-based).

9: List two methods that can be used to alter greetings.

A9: Answer: Phone or multimedia device.

10: List two predefined call handlers.

A10: Answer: Operator handler and Opening Greeting.

Chapter 4

If Account Lockout is enabled, how many logon failures are required, by

1:
default, to lock a subscriber account?

Answer: After six failed logon attempts within any 30-minute period, an
A1: account is locked out. This is the default setting. The account is reinstated
after 60 minutes.

2: When does a change made in the Account Policy page take effect?

Answer: Account policy changes take effect immediately for all subscribers.
A2:
Subscribers are subject to the settings at next logon.

A group of subscribers defined in the Cisco Unity system as sharing a

3:
common collection of system features and privileges is known as what?

A3: Answer: A COS.

Where do you specify a COS to place it into production to govern

4:
subscribers?

A4: Answer: A COS is specified in the subscriber template.

Cisco Unity provides three default distribution lists to provide the ability to
5: send messages to multiple users simultaneously. List each of these three
distribution lists and its purpose.

A5:
Answer: The following are the three public distribution lists that are created
by default:

All Subscribers� All subscribers are automatically added to this list upon
creation.

Unaddressed Messages� Subscribers assigned to this list receive

messages left in the Operator call handler mailbox. This is typically a
repository for messages received when the operator is not available. Any
message that is deemed undeliverable is also forwarded to this list (for
example, when a subscriber mailbox is full).

�
 System Event Messages� Subscribers added to this list receive messages
from the Event Notification utility. This could include error messages,
problem notifications, or warnings about potential problems with the Cisco
Unity server.

Initially, the Example Administrator account is the sole member of both the
Unaddressed Messages and System Event Messages distribution lists.

6: What information can be specified by a subscriber template?

Answer: The following information can be specified by a subscriber

template:

Account

Passwords

Conversation

Call Transfer
A6:
Greetings

Caller Input

Messages

Distribution Lists

Messages Notification

Subscriber templates provide a powerful tool for setting user options. What
7:
should be configured prior to the creation of any subscriber templates?

Answer: One of the first settings in a subscriber template configuration is

A7: the CoS. Before you create any subscriber template, you must define a CoS
so that it can be applied to the subscriber template.

A Cisco Unity subscriber can create private distribution lists. How many lists
8: may be created by subscribers and administrators in Cisco Unity 4.0(2) or
later? Where are they created?

A8:
 Answer: There is no defined limit. Private lists are defined in the Cisco Unity
Assistant or via the subscriber telephone.

Cisco Unity has the capability to place a call to any subscriber to notify
9: them of new messages. What means of notification are available to
subscribers when new messages arrive?

A9: Answer: Telephone, pager, or e-mail.

10: List the Cisco Unity accounts created by the Cisco Unity installation process.

Answer: Installer, Example Administrator, and Example Subscriber. There is

also an account named the Unity server name messaging account. This
A10:
account is hidden and does not take up a user license (unlike the other
default accounts).
Chapter 5

1: List the three predefined call handlers.

A1: Answer: Opening Greeting, Operator Greeting, and Goodbye Greeting.

Which default call handler is used to allow callers to search for subscribers in
2:
a Cisco Unity system?

A2: Answer: The Directory handler.

Which call handler page provides detailed information about ownership,

3:
ownership type, and name of a call handler?

A3: Answer: The Profile page.

If a voice message is less than 1 second in length, how does the Cisco Unity
4:
system handle it?

Answer: Calls lasting less than 1 second are deleted and the Cisco Unity
A4:
system generates an event in the application log.

If a call is compared to all rules in the call routing table, and it matches
5:
none of the defined rules, how will the call be routed?

Answer: The last rule in any call routing table is the Default Call Handler.
A5:
This rule exists to catch calls that do not match any other rules in the table.

In call routing rules, a call can be forwarded to a number of potential

6: destinations. Among these are destinations known as Attempt Sign-In and
Sign-In. What is the difference between these two call destinations?

A6:
Answer: Attempt Sign-In attempts to match the calling number to that of
the subscriber. If a match is found, the call is sent to the subscriber logon
conversation. If not, the next rule in the table is applied to the call.

Sign-In sends the call to the subscriber logon conversation, causing the
system to prompt for the subscriber extension rather than checking the
 calling number. This allows a sign-in from any phone or extension.

7: What page can be used to set up one-key dialing on a call handler?

A7: Answer: The Caller Input page.

The Cisco Unity system provides two default routing tables. List them along
8:
with a brief description of each.

Answer:

Direct Calls� Handles calls from subscribers and unidentified callers that
are directly dialed to the Cisco Unity system; for example, a subscriber who
is calling to check their voice mail and retrieve messages.
A8: Forwarded Calls� Handles calls that are forwarded to Cisco Unity from a
subscriber extension or an extension that is not associated with a subscriber
account; for example, an external call that is forwarded to the Cisco Unity
system because the subscriber has set the Call Forward No Answer option.
The subscriber extension does not ring. Instead, the call is automatically
redirected to the subscriber's configured greeting.

9: List the five greetings you can use on a call handler.

A9: Answer: Alternate, Busy, Closed, Internal, and Standard greetings.

Which call handler is typically used at the end of a call cycle within the Cisco
10:
Unity system?

A10: Answer: The Goodbye greeting.

Chapter 6

1: What are Cisco Unity real-time monitoring tools?

Answer: Cisco real-time monitoring tools capture and display system

A1: functions as they occur. These tools are the HTML Status Monitor, Status
Monitor program, and Port Status Monitor program.

2: What information does the HTML-based Status Monitor application provide?

Answer: The HTML-based Status Monitor application provides information

about the status of the Cisco Unity system. It can tell you whether Cisco
A2:
Unity is running, provide status information for ports, the status on reports
that are in queue, and display disk statistics.

3: List the items to consider when maintaining a Cisco Unity server.

A3:
Answer: These are tasks to consider when maintaining a Cisco Unity server:

Forward unaddressed messages to the appropriate recipients.

Scan for viruses.

Keep virus-scanning definitions up to date.

Run Exchange Optimizer on Exchange 5.5 when more than 100

subscribers are added.

Keep up to date with Cisco Unity qualified service packs and hot fixes.

Run the Exchange Eseutil utility twice a year.

Verify that the backup medium used has enough available space to
back up the Cisco Unity server.

Back up Cisco Unity and message stores regularly.

Include Cisco Unity servers in the schedule if you are restarting other
network servers.
 Run the DBWalker utility.

Check that messages left in the UMR are delivered to subscriber

mailboxes.

Check whether Cisco Unity Administrator sessions are not being

released and whether any are not being used.

If using Exchange, check for mailboxes that are over their storage
limit.

If using Exchange, schedule mailbox maintenance tasks using the

Message Store Manager.

Update the system clock.

Monitor forums that are available for Cisco Unity.

When generating a Cisco Unity report, which two file formats can you
4:
choose from to have Cisco Unity generate the report?

Answer: Cisco Unity can generate the report in either web page (HTML) or
A4:
CSV format.

When running a Cisco Unity report, if you suspect that it will be larger than
5:
220 MB, which file format should you use?

Answer: At present, web browsers are limited to opening files of no more

A5:
than 220 MB. Try using the comma-delimited format.

If there are some Cisco Unity reports in queue and an administrator stops
6:
Cisco Unity, what happens to the reports?

A6: Answer: Cisco Unity deletes the reports in queue.

A user is stating that their MWI does not turn on immediately after they
7: receive a message on their Cisco Unity voice mailbox. Which Cisco Unity
Subscriber report can you run to help troubleshoot this issue?

A7:
Answer: The Subscriber Message Activity report will help to troubleshoot
this issue.
 When you want to track which system administrator changed values in Cisco
8: Unity and what values they changed, which System report will help you
track these changes?

Answer: The Administrative Access Activity report will assist in finding this
A8:
information.

Which Cisco Unity report will help you determine how many times callers
9:
simply hung up from the opening greeting?

Answer: The Call Handler Traffic report can help in finding out this
A9:
information.

What are some of the PA statistics you can monitor by using Performance
10:
Monitor counters?

Answer: You can use Performance Monitor counters to keep track of the
following information:

Total number of calls made to Cisco PA

A10:
Number of errors in the speech system while callers were trying to dial
a party by name

Total number of times callers were asked to access voice mail

Chapter 7

List two hardware manufacturers that are certified to provide Cisco Unity
1:
server and PA server functionality.

A1: Answer: IBM and HP.

Which overlay template supports quad-processor capabilities, but does not

2:
require it?

A2: Answer: Platform Overlay 4.

Which voice card provides the highest density of ports available for a Cisco
3:
Unity server?

A3: Answer: Intel/Dialogic D/240PCI-T1 provides 24 digital ports.

4: Which voice card(s) provides four-port connectivity?

Answer: Intel/Dialogic D/41EPCI, D/41JCT-LS, D/41JCT-Euro, and

A4:
Brooktrout Technology TR114+P4L.

5: List three types of optional hardware that are supported by the Cisco TAC.

Answer: External modem, tape drive, UPS, mass storage array, and multiple
A5:
NICs.

List two types of unsupported hardware configurations that are not

6:
supported by the Cisco TAC.

A6: Answer: SAN solutions, and multiple IP addresses on load-balancing NICs.

What codecs can you use when integrating Cisco CallManager with Cisco
7:
Unity?

A7:
Answer: Cisco Unity accepts only G.729 and G.711 calls from a Cisco
 CallManager.

8: List three unsupported hardware configurations for Cisco Unity.

Answer: Multiple NICs for load balancing, remote data storage connectivity
through frame or packet switch fabrics or networks, such as Fibre Channel,
A8:
In.niBand, or IP packetization, and multiple IP addresses for two or more
load-balanced NICs.

What type of modem is typically recommended for use with the Cisco Unity
9:
system?

A9: Answer: A v.34 external modem, which is provided by the customer.

10: How many voice ports does the Intel/Dialogic D/240PCI-T1 card provide?

A10: Answer: The Intel/Dialogic D/240PCI-T1 voice card provides 24 ports.

Chapter 8

Name the different message stores that you can choose when installing
1:
Cisco Unity 4.0.

Answer: Exchange 5.5, Exchange 2000, Exchange 2003 (with Cisco Unity
A1: 4.0(3) and later), and Lotus Domino are the message stores supported for
Cisco Unity 4.0.

When is the Microsoft SQL Server 2000 software required for a Cisco Unity
2:
installation, as opposed to the MSDE?

Answer: For Cisco Unity systems that require UM or more than 32 ports,
SQL Server 2000 is required. If the system will be a VoiceMail-only setup
A2:
with 32 ports or less, then MSDE can be used. It is also required for all
Cisco Unity Failover configurations.

Which component developed by IBM Lotus can be used to integrate Cisco

3:
Unity 4.0 with Domino R5/R6?

A3: Answer: You can use the DUCS component provided by IBM Lotus.

4: Name the three major components of Cisco PA.

Answer: The three major components Cisco PA software consists of are

A4:
Cisco PA Server, PA Web Administration, and PA Speech Recognition Server.

5: When is Windows 2000 Advanced Server required for Cisco Unity 4.0?

Answer: Windows 2000 Advanced Server is required for Cisco Unity Platform
Overlay 4 and 5 servers when performing a new installation, replacing an
A5:
existing system, or purchasing an additional Cisco Unity Platform 4 or 5
server.

6: What configuration setup is supported with Cisco Unity for Domino?

A6:
Answer: Cisco Unity for Domino currently is supported in a UM
configuration with Domino installed off-box.
 When installing Cisco PA 1.4, where can the Cisco PA Speech Recognition
7:
Server software be installed?

Answer: The Cisco PA Speech Recognition Server software can be installed

A7:
on the PA server or on its own server.

When preparing to install VMO on a client machine, where is this software

8:
found?

Answer: VMO software can be found on the Cisco Unity Installation CD 1 in

A8:
the ViewMail folder.

9: What does the CUSPA tool do?

Answer: The CUSPA tool helps you to prepare your Cisco Unity system for a
A9: Cisco Unity installation. It checks the Cisco Unity server for the required
software and service packs.

10: Which version of PA must your system be on to upgrade to PA 1.4?

Answer: The PA system must be on Version 1.3(3) before you upgrade to

A10:
PA 1.4.
Chapter 9

Name the three main integration features present when integration between
1:
Cisco Unity and a PBX takes place.

Answer: The following are the three main features present when integration
between Cisco Unity and a PBX takes place:

Call forward to a personal greeting

A1:
Easy message access

Message waiting indicators

What communications protocol does Cisco Unity use to communicate with

2:
Cisco CallManager?

Answer: Cisco Unity uses SCCP to communicate with Cisco CallManager

A2:
systems.

3: When using PA, what type of ports must you configure in CCM?

A3: Answer: You must configure CTI route points in CCM for PA to work.

List at least three types of integration that Cisco Unity 4.0 uses to integrate
4:
with telephone systems.

A4:
Answer: The following are the types of integration that Cisco Unity 4.0 uses
to integrate with various telephone systems:

IP integration

DTMF integration

SMDI integration

PBXLink integration
 SIP integration

When using DTMF integration, what mechanism does Cisco Unity use to
5:
turn on a lamp on a phone?

Answer: Cisco Unity sends DTMF tones to the telephone system to tell it to
A5:
turn MWI on or off on a particular phone.

What type of cable does the SMDI integration usually use to send
6:
information about a call?

Answer: An SMDI integration usually uses an RS-232 cable to connect the

A6:
voice-mail system and telephone system to send call information.

When using PBXLink integration, you attach the PBXLink box to the PBX
7:
using what type of lines?

A7: Answer: You attach the PBXLink to the PBX via digital lines.

8: In Cisco Unity, what is another name for a messaging port?

A8: Answer: Session is another term for messaging port in Cisco Unity.

What is the TRaP Connection setting used for on the Cisco Unity messaging
9:
ports?

Answer: TRAP Connection is used during telephone recording and playback

A9:
of greetings through the Media Master Control in Cisco Unity.

List at least three telephone systems that Cisco Unity 4.0 currently
10:
supports.

A10:
Answer: The following are the currently supported telephone systems for
Cisco Unity 4.0:

Alcatel 4400 (DTMF)

Avaya Definity G3 (DTMF)

Avaya Definity Gx (PBXLink)

Avaya Definity ProLogix (DTMF)

CCM (IP)

Cisco SIP Proxy Server (SIP)

Centrex (SMDI)

ECI Coral III (Serial)

Ericsson MD-110 (Serial)

Fujitsu 9600 (Serial)

Intecom E14 Millenium (Serial)

Matra 6500 (DTMF)

Mitel SX-200, SX-2000 (DTMF) ONS

NEC NEAX 2000, 2400 (Serial) MCI

Nortel Meridian 1 (PBXLink)

Siemens 9751 9006i (DTMF)

Siemens Hicom 300 (DTMF)

Syntegra ITS (SMDI)

Syntegra ITS (SMDI)

Chapter 10

When implementing SMTP networking by itself between a Cisco Unity

1: system and a non�Cisco Unity server, without IVC, in what format do
recipients receive voice messages on the non�Cisco Unity server?

Answer: Voice messages appear as e-mails with WAV attachments because

A1: the voice attributes do not arrive at the non[nd]Cisco Unity servers when
using only SMTP networking.

When using SMTP networking between two Cisco Unity servers that do not
2: share the same global directory, are the voice attributes preserved when
sending voice messages between the Cisco Unity systems and using IVC?

Answer: Yes. Voice-mail messages between these two Cisco Unity systems
have the ability to retain their voice attributes because of IVC. Not installing
A2:
IVC would result in a message arriving at its destination as an e-mail with a
WAV attachment.

If you plan to use VPIM networking to communicate with a third-party

3: messaging system, and you have several Cisco Unity servers networked
together, how many Cisco Unity servers require the VPIM license?

A3: Answer: Only one requires the VPIM license and VPIM configuration.

What method of communication does AMIS networking use with Cisco Unity
4:
to transfer voice messages between voice-messaging systems?

Answer: AMIS networking uses the PSTN to place calls to transfer the voice
A4: messages. It uses standard analog telephone lines to exchange voice-mail
messages with other systems.

What tool do you use to create the UAmis and UOmni accounts for AMIS
5:
networking and Bridge networking, respectively?

Answer: You use the ConfigMgr tool, located in the \Commserver folder of
A5:
the Cisco Unity server.

6:
What types of voice-mail systems can Cisco Unity communicate with when
 using Bridge networking?

Answer: Cisco Unity uses Bridge networking to communicate with supported

A6: Octel voice-mail systems. You can find a list of supported Octel systems in
the Cisco Unity Pre-Installation Guide found at Cisco.com.

What types of messages can the UOmni mailbox receive when using Bridge
7:
networking?

Answer: The UOmni mailbox can receive messages that provide notification
A7: of automatic creation, modification, and deletion of Bridge subscribers as a
result of Octel NameNet emulation.

When Cisco Unity synchronizes its Unity SQL database with the global
8:
directory, what type of information copies over onto the directory?

Answer: Only information that is needed to address messages to

subscribers, find them, and transfer a call to their phone is stored in the
global directory. The type of information copied to the directory includes:

First name

Last name

Display name

Recorded voice name

A8: E-mail alias

Fax ID

Primary ID

Up to nine alternate IDs

Location object assignment

System ID

Transfer string
 9: When determining the type of Cisco networking to use, what is the
preferred choice when all the target servers are Cisco Unity servers and all
use the same global directory?

A9: Answer: Digital networking is the best choice.

You are the administrator of one Cisco Unity server in an organization that
is using networking to communicate with other messaging systems. If you
10:
log in to your server using Cisco Unity Administrator, what location objects
can you not delete from this server?

Answer: You cannot delete the primary location, or any other delivery
locations that were created on remote Cisco Unity servers that other
A10: administrators configured. Delivery locations created on a remote Cisco
Unity server appear as read-only on the local system. You can, however,
delete delivery locations created locally on that Cisco Unity server.
Chapter 11

1: A Standard Cisco Unity Backup should include what components?

Answer: A Cisco Unity standard backup should include the following

components when backing up your Cisco Unity system:

Cisco Unity

Operating system (OS)

A1: Exchange (Domino) information store and Directory

Exchange (Domino) mailboxes

Structured Query Language (SQL)

System state

2: When is the best time to perform backups of a Cisco Unity system?

Answer: The best time to perform backups of a Cisco Unity system is when
the system is the least busy�when the system is not processing many calls,
A2: such as after regular business hours or when there are no other tasks
running. This may also include a time when the system is not generating
system reports.

Which utility can you use to view the flow patterns of call handlers that are
3:
configured in the Cisco Unity database?

Answer: Audio Text Manager allows you to view the following settings: Call
A3: Handlers, Subscriber information, Interviewer Handler, as well as Directory
handler information.

Suppose that you have ten subscribers in Cisco Unity and you would like to
4: require them to change their phone password the next time they log in.
Which Cisco utility best helps you to set this up quickly?

A4:
Answer: The Bulk Edit utility allows you to set this for all ten subscribers at
 one time.

John Smith has two accounts in Exchange, one for voice mail only and the
other for e-mail. He would like to have only one account for both functions.
5:
Which Cisco Unity utility can help you to consolidate these into one account
for John?

Answer: Migrate Subscriber Data Tool allows you to move subscriber

A5: settings from a Cisco Unity subscriber account to a regular mail user
account.

Which Cisco Unity tool can you use to change the codec of all standard
6:
greetings and voice names from G.711 to G.729?

Answer: You can use the Set Wave Format tool to convert existing standard
A6:
greetings and voice names from G.711 to G.729.

Which Cisco Unity utility can examine the Cisco Unity database by
performing a series of checks on all call handler, subscriber, subscriber
7:
template, interview handler, location and directory handler objects in the
database?

Answer: The Database Walker utility examines the Cisco Unity database for
A7:
these things.

When using Bridge networking with Cisco Unity, which reporting tool can
8:
show you the amount of message traffic on your Bridge server?

Answer: Bridge Traffic Analyzer can show you message traffic on your Bridge
A8:
server.

If your organization has a Cisco Unity system integrated with a Cisco

CallManager system, and some calls are not going to the proper mailbox,
9:
which Cisco Unity tool can you use to see call information that is received
from CallManager?

Answer: Call Viewer helps you to troubleshoot this situation. Call Viewer can
A9:
be used to troubleshoot Cisco Unity with an IP integration.

10:
If users are reporting that too many matches show up when they are using
the dial-by-name feature in Cisco PA, what can you do to reduce the
 number of matches?

Answer: Lower the value of the Max Disambiguate parameter located within
A10:
the speech-recognition settings on the Cisco PA server.
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

(redundant array of independent disks)

? (question mark) icon
1
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

account policies
setting
accunts
default Cisco Unity accounts
ACE/Server
Active Directory (AD)
AD
directory replication
two unity systems in an AD forest
AD (Active Directory)
AD forests
directory replication 2nd
VPIM networking
adapter fault tolerance (AFT)
adding
Cisco Unity subscribers 2nd 3rd
subscribers
addressing
subscriber
Administrative Access Activity Reports
Administrator reports [See Cisco Unity Administrator reports]
AFT (adapter fault tolerance)
AMIS (Audio Message Interchange Specification)
AMIS (Audio Messaging Interchange Specification)
AMIS Options Delivery Options page
AMIS Outbound and Inbound Traffic Reports
AMIS subscribers
AMIS-a
networking
Internet subscribers
IVC
location objects
message delivery 2nd
port usage and schedules 2nd 3rd
restriction tables
setup 2nd 3rd
UAmis mailbox
subscribers
Amis-a networking
AMIS-a networking
Anonymous authentication
advantages/disadvantages
ASR (automatic speech recognition)
ASR servers
audio
quality
audio management tools
Set Record Format utility 2nd
Set WAV Format tool 2nd
WaveGain utility 2nd
Audio Messaging Interchange Specification (AMIS)
Audio Text Manager
overview
audiotext application
authentication
advantages/disadvantages
Authentication Settings page 2nd 3rd
automatic attendant
automatic speech recognition (ASR)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

backups 2nd
Audio Text Manager
overview
Bulk Edit utility
Cisco qualified software packages
Disaster Recover Backup tool 2nd 3rd
Failover Monitor 2nd
Global Subscriber Manager (GSM) 2nd
Licensing utility 2nd
Migrate Subscriber Data Tool 2nd
BHCA
(busy hour call attempts)
blind addressing 2nd
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BM1075993
BM1075994
BM1075995
BM1075996
BM1076000
BM1076004
BM1076005
BM1076009
BM1076029
BM1076031
BM1076033
BM1076035
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BM1076133
BM1076135
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BM1076231
BM1076233
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BM1076311
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BM1076331
BM1076332
BM1076333
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BM1076335
BM1076336
BM1076337
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BM1076339
BM1076340
BM1076344
BM1076345
BM1076346
BM1076350
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BM1076652
BM1076654
BM1076656
BM1076661
BM1076663
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BM1076678
BM1076680
BM1076685
BM1076687
BM1076689
BM1076694
BM1076696
BM1076701
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BM1076710
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BM1076721
BM1076849
BM1076858
BM1077744
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BM1077757
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BM1078151
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BM1078243
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BM1078247
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BM1078253
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BM1078257
BM1078259
BM1078261
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BM1078271
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BM1078279
BM1078283
BM1078672
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BM1079688
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BM1086738
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BM1086744
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BM1086748
BM1086811
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BM1086815
BM1086817
BM1086819
BM1086821
BM1086823
BM1088950
BM1088951
BM1088956
BM1090515
BM1093578
BM1093740
BM1093777
BM1096847
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BM1098113
BM1100689
BM1100690
BM1101434
BM1101452
BM1101580
BM1101736
BM1102505
BM1102661
BM1102828
BM1103137
BM1103163
BM1103184
BM1104829
BM1104833
BM1105000
BM1105512
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BM1109990
BM1110160
BM1110223
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BM1110962
BM1112060
BM1112064
BM1112084
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BM1112094
BM1114231
BM1114972
BM1168399
BM1222595
BM1281240
BM1281250
BM1356067
BM1356071
BM1356075
BM1356083
BM1356089
BM1356095
BM1356101
BM1356107
BM1356113
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BM1356136
BM1356141
BM1356254
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BM1356264
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BM1356402
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BM1356411
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BM1356633
BM1356635
BM1356638
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BM1434563
BM15739
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BM39363
BM39366
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BM41371
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BM424767
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BM98257
Bridge networking
bridge networking
Cisco CallManager
 dual integration
Internet subscribers 2nd
location objects
overview
setupr 2nd 3rd
synchronization
Bridge networking
UOmni mailbox
bridge networking
UOmni mailbox
Bridge servers
subscribers
Bridge subscribers
Bridge Traffic Analyzer tool 2nd
bridgehead servers
routing groups
Bulk Edit utility
Bulk Import tool
busy hour call attempts
(BHCA)
[SYMBOL] [A] [B] [C ] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

call flow
Cisco PA
Cisco PA outside call flow 2nd 3rd
Cisco PA subscriber call flow
outside caller 2nd
subscriber
call forward to personal greeting geature
Call Handler Traffic Reports
call handlers
defining 2nd
customizing default
directory call handlers
interview handlers 2nd
planning use
user-defined
customizing settings 2nd 3rd 4th 5th 6th 7th 8th 9th 10th 11th
Call History Logs 2nd
call routing rules
defining 2nd 3rd 4th 5th
call transfer settings
Call Viewer
CallManager [See CCM]
integrating
CCM
(Cisco CallManager)
integrating
with PA
integration with Cisco Unity
circular logging
Cisco CallManager
codecs
Cisco CallMangaer
integration
Cisco Media Convergence Server [See MCS]
Cisco Messaging systems
messaging ports 2nd 3rd
Cisco PA
assistant administration rule-sets page
call flaow
Call History logs 2nd
client software 2nd
Follow Me
hardware requirements
installing 2nd 3rd
integration
IP Phone Productivity Services
monitoring
optional features
PA-driven voice mail
rules-based routing 2nd
 software requirements
speech recognition
standard features
troubleshooting 2nd
upgrading from 1.3 to 1.4
web-based system administration
web-based user administration 2nd
Cisco PA caller call flow 2nd 3rd
Cisco PA subscriber call flow
Cisco PCA 2nd 3rd
Cisco Unity Inbox
CUA 2nd
Cisco Personal Assistant Design Guide(IT)
Cisco Personal Communications Assistant [See CPCA]
CIsco Personal Communications Assistant (CPCA)
Cisco Personal Communications Assistant (CPCA)
Cisco Security Agent for Cisco Unity v1.1
Cisco Unity Administration Active Server Pages (ASP)
Cisco Unity Administrator reports
specifying settings
Cisco Unity Assistant (CUA) 2nd
Cisco Unity AVDSGlobalCatalogMonitor service
Cisco Unity Bridge server
Cisco Unity Bridges
Cisco CallManager
dual integration
Internet subscribers 2nd
location objects
network setup 2nd 3rd
network synchronization
overview
UOmni mailbox 2nd
Cisco Unity Data Link Explorer (CUDLE) 2nd
Cisco Unity Diagnostic Tool 2nd
Cisco Unity failover
configuring
Cisco Unity Greeting Administrator (CUGA)
Cisco Unity Inbox
Cisco PCA
Cisco Unity Inbox (Cisco PCA)
CIsco Unity Installation Guide(IT)
Cisco Unity Licensing utility 2nd
Cisco Unity server
ConfigMgr
Cisco Unity servers
AMIS-a networking
hardware
optional
hardware considerations
installing option hardware
networking
AMIS-a 2nd 3rd 4th 5th 6th 7th 8th 9th 10th 11th 12th 13th
communication methods
digital networking 2nd
 IVC for Exchange 2nd
message transfer and directory replication 2nd
SMTP 2nd 3rd
VPIM 2nd 3rd 4th 5th 6th 7th 8th 9th 10th 11th
performance capacity
Platform Overlay 1
Platform Overlay 2
Platform Overlay 3
Platform Overlay 4
Platform Overlay 5
platform overlays 2nd
levels 2nd
storage configurations 2nd 3rd
subscribers
addressing
selecting
Cisco Unity Service Pack CD-ROM
Cisco Unity System Administer
CoS configuration
Cisco Unity System Administration Guide(ital)
Cisco Unity System Administration web page
Cisco Unity System Administrator
Media Master
control bar
Navigation bar
onscreen help
overview
page layout
protecting the system administrator account 2nd
subscriber conversion options 2nd 3rd 4th
title strip 2nd
Cisco Unity systems
AD forests
adding Cisco Unity subscribers 2nd 3rd
adding subscribers
administrator accounts
audio management tools
Set Record Format utility 2nd
Set WAV Format tool 2nd
WaveGain utility 2nd
Cisco unity systems
audiotext
automated attendant
Cisco Unity systems
backups
Audio Text Manager
Bulk Edit utility
Cisco qualified software packages
Disaster Recovery Backup tool 2nd 3rd
Failover Monitor 2nd
Global Subscriber Manager (GSM) 2nd
Licensing utility 2nd
Migrate Subscriber Data Tool 2nd
Cisco unity systems
 call flow
Cisco PA outsider caller 2nd 3rd
Cisco PA subscriber
outside caller 2nd
subscriber
Cisco Unity systems
call handlers
customizing default
defining
defining call routing rules 2nd 3rd 4th 5th
directory call handlers
planning use
speciality 2nd
call handlersdefining
Cisco PA
client software 2nd
installing
software requirements
Cisco unity systems
Cisco PA
speech recognition
Cisco PCA
Cisco Unity Inbox
CUA 2nd
Cisco Unity systems
communications system integration
attributes
CCM
DTMF
dual phone systems
IP
PA and CCM
PBXLink
SIP 2nd
SMDI
types of
communications system reporting
Subscriber Rreports 2nd 3rd 4th
using tools
configuring
changing directory handler
changing opening greeting
Configuration Settings page 2nd 3rd
creating task lists 2nd 3rd
Phone Languages page 2nd 3rd 4th 5th 6th 7th 8th
Recordings page 2nd
Cisco unity systems
CUGA
FlexLM
Live Reply 2nd
CUSPA
Cisco Unity systems
default Cisco Unity accounts
deleting subscribers
 diagnostic tools
Cisco Unity Data Link Explorer 2nd
Cisco Unity Diagnostic Tool 2nd
dbWalker 2nd
EMS 2nd
SysCheck
digital networking
implementing 2nd 3rd 4th 5th 6th 7th
Cisco unity Systems
DUCS
Cisco Unity systems
DUCS
client software 2nd
installing 2nd
software components 2nd
Cisco unity systems
EMEA voice board support
Cisco Unity systems
Exchange architecture 2nd 3rd
client software
software requirements 2nd 3rd
telephone systems 2nd 3rd 4th 5th
Unity Service Pack CD-ROM 2nd
Cisco unity systems
features
Flex Stack
Cisco Unity systems
Global subscriber settings
account policies
CoS 2nd 3rd 4th
CoS settings and subscriber interactions
distribution lists 2nd
subscriber templates 2nd 3rd 4th 5th 6th
installing
unified communications software 2nd 3rd 4th 5th 6th 7th 8th 9th 10th 11th
12th 13th
Cisco unity systems
integration
attributes
telephone systems 2nd
managing calls
Cisco Unity systems
monitoring
PA
performance counters
Cisco unity systems
MTTR
multiple directory handlers
SIP support
Cisco Unity systems
networking
communication methods
defining 2nd
digital networking 2nd
 IVC for Exchange 2nd
Cisco unity systems
optional features
integrated faxing
localized versions
networking features
unified messaging
Cisco Unity systems
PA archetecture 2nd
real-time monitoring tools 2nd
Status Monitor 2nd
System Status page
reporting tools
Bridge Traffic Analyzer tool 2nd
GUSI 2nd
Port Usage Analyzer tool 2nd
Cisco unity systems
RSA security
Cisco Unity systems
subscriber accounts vs. subscriber templates
alternate extensions
message notifications
private lists
subscribers
Cisco unity systems
support
Cisco Unity systems
supported platforms
switch integration tools
Call Viewer
Integration Monitor utility 2nd
Switch Configuratin utility 2nd
System Reports
Administrative Access Activity Reports
Call Handler Traffic Reports
Event LogReports
Unresolved References Reports
System ReportsAMIS Outbound and Inbound Traffic Reports
Cisco unity systems
TUI 2nd 3rd
defining subscribers 2nd
sending messages
subscriber conversion options 2nd 3rd 4th
Cisco Unity systems
unified communications software
upgrading unified communications software 2nd
Cisco PA 1.3 to Cisco PA 1.4
Exchange to Domino
locating version number 2nd
user-defined call handlers
customizing settings 2nd 3rd 4th 5th 6th 7th 8th 9th 10th 11th
voice cards 2nd
installing hardware 2nd
Cisco unity systems
 voice mail
Cisco Unity sytems
maintaining
additional resources
servers 2nd 3rd 4th
Cisco Unity Telephony Integration Manageer (UTIM)
Cisco Unity Telephony Integration Manager (UTIM)
Cisco Unity Tools Depot
audio management tools
Set Record Format utility 2nd
Set Wav Format tool 2nd
WaveGain Utility 2nd
reporting tools
class of service (CoS)
client software
Cisco PA 2nd
DUCS 2nd
Exchange
comma-separated values (CSV)
communications architectures
Cisco PA
client software 2nd
installing
software requirements
DUCS
client software 2nd
components 2nd
installing 2nd
Exchange architecture 2nd 3rd
client software
software requirements 2nd
supported software
telephone systems 2nd 3rd 4th 5th
Unity Service Pack CD-ROM 2nd
PA architecture 2nd
communications integration
communications sytems
integration
attributes
Cisco Unity and CCM
DTMF
dual phone systems
IP
PA and CCM
PBXLink
SIP 2nd
SMDI
telephone systems
types of
messaging ports in Cisco Messaging system 2nd 3rd
ConfigMgr tool
Configuration Settings page 2nd 3rd
configuring
Cisco Unity failover
 Cisco Unity systems
changing direcory handler
changing opening greeting
Configuration Settings page 2nd 3rd
creating task lists 2nd 3rd
Phone Languages page 2nd 3rd 4th 5th 6th 7th 8th
Recordings page 2nd
message ports
conversations
exiting
conversion options (subscribers) 2nd 3rd 4th
CoS
describing 2nd 3rd 4th
CoS (class of service)
CPCA
(Cisco Personal Communications Assistant)
CPCA (Cisco Personaal COmmunications Assistant)
CPCA (Cisco Personal Communications Assistant)
creating
default Cisco Unity accounts
subscriber templates 2nd
call transfer options
caller input
passwords
Profile page
CSV (comma-separated values)
CUA 2nd
CUA (Cisco Unity Assistant) 2nd
CUDLE (CIsco Unity Data Link Explorer) 2nd
CUGA
FlexLM
Live Reply 2nd
CUGA (Cisco Unity Greeting Administrator)
CUICA
Permissions Wizard 2nd 3rd
CUICA (Cisco Unity Installation and Configuration Assistant)
CUPID
(Cisco Unity Performance Infomration and Diagnositc)
CUSPA
CUSPA (Cisco Unity Server Preparation Assistant) 2nd
customizing
VMO
customizing default call handlers
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

dbWalker 2nd
DBWalker tool
DCM (Dialogic Configuration Manager)
default Cisco Unity accounts
defining
call handlers 2nd
customizing default
directory call handlers
interview handlers 2nd
call routing rules 2nd 3rd 4th 5th
Cisco unity subscribers 2nd
messaging port configuration
primary location objects
deleting
subscribers
delivery location objects
creating
diagnostic tools
Cisco Unity Data Link Explorer 2nd
Cisco Unity Diagnostic Tool 2nd
dbWalker 2nd
EMS 2nd
SysCheck
Dial IDs
Dialing Domain IDs
dialing domains
Dialogic Configuration Manager (DCM)
Dialout MWI setting
DID (Direct Indward Dialing)
digital networking 2nd
Cisco Unity 4.0
implementing
dialing domains
location objects 2nd
prerequisites
search options
setup
direct calls
Direct Inward Dialing (DID)
directories
handlers
changing
directory call handlers
directory replication 2nd 3rd
AD
AD forests 2nd
intersite 2nd 3rd
intrarouting groups 2nd
two Unity systems in an AD forest
DiRT 2nd
Disaster Recovery Backup tool 2nd 3rd
Disk Drives page
distribution lists 2nd
subscriber templates
Distribution Lists Reports
DNS (Domain Name System)
Domain Name System (DNS)
Domino [See also DUCS]
Domino Unified Communication Services [See DUCS]
Domino Unified Communications Services (DUCS)
DTMF
integration
DTMF tones
(dual-tone multifrequency)
dual phone systems
integration
DUCS 2nd 3rd 4th
(Domino Unified Communications Services)
client software 2nd
installing 2nd
upgrading to, from Exchange
DUCS (Domino Unified Communication Services)
DVD installation
Dynamic Configuration Tool
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

e-mail
Lotus Notes
VMO
customizing
EMEA voice board support
EMS
(Event Monitoring Service) 2nd
Event Log Reports
Event Monitoring Service [See EMS]
Exchage 2000
routing group message passing
Exchange
circular logging
Disaster Recovery Backup tool
upgrading to Domino
Exchange 2000
contacts
intrarouting group message transfer and directory replication
IVC
Exchange architecture 2nd 3rd 4th 5th 6th
client software
software requirements 2nd
supported software
telephone systems 2nd 3rd 4th 5th 6th 7th 8th 9th 10th
Unity Service Pack CD-ROM 2nd
Exchange networking
exiting conversations
Extension Addresses Utility
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

Failed Login Reports

failover
configuring
Failover Monitor 2nd
faxing capabilities
integrated faxing
Field Help icon
Flex Stack
FlexLM
FlexLM lincensing
Follow Me feature
forwarded calls
FQDN (fully qualified domain name)
fully qualified domain name (FQDN)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

G.711
G.729
GAL (global address list) 2nd
Gather Unity System Information utility (GUSI) 2nd
global address list (GAL) 2nd
Global Catalog Monitor
Global Subscriber Manager (GSM) 2nd
Global subscriber settings
account policies
CoS 2nd 3rd 4th
CoS settings and subscriber interactions
distribution lists 2nd
subscriber templates 2nd 3rd 4th 5th 6th
greetings
changing
subscriber templates
GSM (Global Subscriber Manager) 2nd
GUI Languages page
system schedules
GUSI (Gather Unity System Information utility) 2nd
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

hardware 2nd 3rd 4th 5th 6th 7th 8th

Cisco PA 2nd
optional (Cisco Unity servers) 2nd
PA architecture
voice cards 2nd
hardware requirements
help functions (Cisco Unity System Administrator)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

IBM Lotus Domino 2nd

icons
Help functions
IIS (Microsoft Internet Information Server)
implementing
digital networking
dialing domains
location objects 2nd
prerequisites
search option
setup
installing
Cisco PA
DUCS
DVDs
IVC
Bridge networking
VPIM networking
Unified communications software
Cisco PA 2nd
CUICA
CUSPA 2nd
integrating with telephony systems 2nd
License File Wizard
Message Store Configuration Wizard
Permissions Wizard 2nd
Service Configuration Wizard
Unity System setup
installing voice card hardware 2nd
Integrated Windows authentication
advantages/disadvantages
integrating
Cisco CallManager 2nd
Cisco unity systems
attributes
telephone systems 2nd
communications systems
attributes
Cisco Unity and CCM
DTMF
dual phone systems
IP
PA and CCM
PBXLink
SIP 2nd
SMDI
telephone systemsisco Unity systems:communications system
integration:telephone systems
types of integration
integrating faxing
Integration Monitor utility 2nd
Internet Explorer
SA
Internet subscribers
adding in SMTP networking
AMIS
Cisco Unity Bridges 2nd
connecting offices
options
Internet subscriptors
VPIM networking
Internet Voice Connector (IVC)
intersite
message transfer and directory replication 2nd 3rd
interview handlers 2nd
intrarouting group message transfer and directory replication 2nd
intrasite messaging in Exchange 5.5 2nd
IVC
AMIS
Exchange 2000
installing
Bridge networking
VPIM networking
used along with SMTP
VPIM networking
IVC (Internet Voice Connector)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

LDAP (Lightweight Directory Access Protocol)

levels
platform overlays 2nd
License File Wizard
License Viewer
Live Reply 2nd
location delivery objects
creating
location objects 2nd
AMIS
Cisco Unity Bridges
Location objects
search options
location objects
VPIM networking 2nd 3rd
Lotus Notes Mail
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

macro traces
MailView features (Cisco PA)
maintaining
Cisco Unity servers 2nd 3rd
additional resources
message verification
MAPI (Messaging Application Programming Interface)
MCS
(Cisco Media Convergence Server)
mean time to repair (MTTR)
Media Master
control bar
Message Latency report
message ports
configuring
Message Store Configuration Wizard
message transfer 2nd 3rd
AD forests
intersite 2nd 3rd
intrarouting groups 2nd
intrasite messageing in Exchange 5.5 2nd
Message Transfer Agent (MTA)
message waiting indicator (MWI)
message waiting indicators (MWIs) 2nd
messages
AMIS 2nd
sending
sorting
sorting:messages
subscriber templates
time stamps
VMO
Media Master Control
VPIM
Messaging Application Programming Interface)
messaging ports
defining configuration
micro traces
Microsoft Exchange Eseutil
Microsoft Windows 2000 Active Directory Users and Computers console
deleting subscribers
Microsoft Windows 2000 Server
Microsoft Windows Server 2003 AD
Migrate Subscriber Data Tool 2nd
monitoring
Cisco PA 2nd 3rd
PA
performance counters
real-time monitoring tools 2nd
Status Monitor 2nd
 System Status page
MTA (Message Transfer Agent)
MTTR (mean time to repair)
multiple directory handlers
SIP support
MWI
extenguishing
MWI (message waiting indicator)
MWIs
(message waiting indicators)
MWIs (message waiting indicators)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N ] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

name dialing
name synchronization
NDR (nondelivery report)
Netscape
SA
network fault tolerance (NFT)
networking 2nd
AMIS-a 2nd
Internet subscribers
IVC
location objects
message delivery 2nd
port usage and schedules 2nd 3rd
setup 2nd
UAmis mailbox
bridge networking 2nd
Cisco CallManager
Internet subscribers 2nd
location objects
setup 2nd 3rd
synchronizatoin
UOmni mailbox
communication methods
digital networking 2nd
IVC for Exchange 2nd
message transfer and directory replication 2nd
SMTP 2nd 3rd
creating location delivery objects
Internet subscribers 2nd
setup
subscribers
Internet
VPIM
addressing
creating delivery location objects
installing IVC
Internet subscribers
IVC
licensing
location objects 2nd 3rd
setup 2nd
networks
digital networking
NFT (network fault tolerance
NICs
AFT/NFT
nondelivery report (NDR)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

OLE_LINK1 2nd
one-key dialing
routing callers
Online Documentation Help icon
optional features (Cisco unity systems)
integrated faxing
localized versions
networking features
unified messaging
OutCall Billing Reports
outside caller call flow 2nd
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P] [R] [S] [T] [U]
[V] [W] [X]

PA
integrating with CCM
PA (Personal Assistant)
monitoring
PA architecture 2nd
PAK (product authorization key)
passwords
subscriber templates
PBX (private branch exchange)
PBXLink
integration
PCM (pulse code modulation)
performance
Cisco PA
performance capacity 2nd
performance counters
monitoring
Permissions Wizard 2nd
Personal Assistant [See PA]
Phone Languages page 2nd
authentication settings 2nd 3rd 4th 5th
licensing
planning
call handler use
Platform Overlay 1
Platform Overlay 2
Platform Overlay 3
Platform Overlay 4
Platform Overlay 5
platform overlays 2nd 3rd
levels 2nd
Port Usage Analyzer tool 2nd
Port Usage Reports
Ports page
private branch exchange (PBX)
product authorization key (PAK)
Profile page (subscriber templates)
PSTN (Public Switched Telephone Network)
pulse code modulation (PCM)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R ] [S] [T] [U]
[V] [W] [X]

RAID 2nd
real-time monitoring tools
defining 2nd
Status Monitor 2nd
System Status page
Recordings page 2nd
recovery
reporting tools
Bridge Traffic Analyzer tool 2nd
GUSI 2nd
Port Usage Analyzer tool 2nd
Reports page
restriction tables
(AMIS-a)
routing
rules-based 2nd
routing group message passing 2nd
RSA security
enhanced phone security
rules-based routing 2nd
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

s
SA (System Administrator)
SCCP (Skinny Client Control Protocol)
schedules
AMIS transmissions
AMIS-a
security
protecting system administrotr account 2nd
RSA security
selecting
subscriber addressing
subscribers
sending messages
servers
maintaining (Cisco Unity systems) 2nd 3rd 4th 5th
networking
SMTP
Service Configuration Wizard
Session Initiation Protocol (SIP)
Set Record Format utility
Set WAV Format tool 2nd
setting
account policies
setup
SIP
integration 2nd
SIP (Session Initiation Protocol)
SIP support
Skinny Client Control Protocol (SCCP)
SMDI
integration
SMTP
networking 2nd 3rd
creating location delivery objects
Internet subscxribers 2nd
setup
SMTP Transport Event Sink
software
Cisco PA
client software 2nd
installing
software requirements
DUCS
client software 2nd
components 2nd
installing
Exchange architecture
client software
optional components
requirements
 supported software with Cisco Unity
Unity Service Pack CD-ROM 2nd
unified communications
speciality call handlers
directory call handlers
speciality handlers
interview handlers 2nd
Status Monitor 2nd
storage
Cisco Unity servers 2nd 3rd
Storage Usage Reports
subscriber accounts vs. subscriber templates
alternate extensions
message notifications
private lists
subscriber call flow
Subscriber Message Store Status report
Subscriber Reports
OutCall Billing Reports
Storage Usage Reports
Subscirber Message Activity Reports
subscriber templates 2nd 3rd 4th 5th
caller input
conversion options
distribution lists
greetings
message notification options
setting messages
vs. subscriber accounts
alternative extensions
message notifications
private lists
subscribers
adding
adding Cisco Unity subscribers 2nd 3rd
AMIS-a
Bridge servers
Cisco PCA 2nd
conversion options 2nd 3rd 4th
deleting
exiting conversations
Internet
adding in SMTP networking
AMIS-a
Cisco Unity Bridges 2nd
connecting offices
options
VPIM networking
listening to voice-mail
selecting
addressing
VPIM
Switch Configuration utility 2nd
switch integration tools
 Call Viewer
Integration Monitor utility 2nd
Switch Configuration utility 2nd
SysCheck
system administration
web-based
System Configuration Reports
system mrecovery
System Reports
Administrative Access Activity Reports
AMIS Outbound and Inbound Traffic Reports
Call Handler Traffic Reports
Event Log Reports
Unresolved References Reports
System Schedules page
System Status page
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

TAC (Cisco Technical Assistance Center)

TAC (Technical Assistance Center)
TAPI Service Provider (TSP)
task lists, creating 2nd 3rd
Technical Assistance Center (TAC)
telephone systems
Cisco Unity for Exchange
Cisco Unity with Exchange 2nd 3rd 4th
enhanced phone security
integration
integration with Cisco unity systems
Cisco CallManager and Cisco PA
Telephone User Interface (TUA)
telephone user interface (TUI)
telephony systems
integrating with Unity
integrating with Unity systems
toll fraud
text-to-speech (TTS) email
time stamps
title strip
Cisco Unity System Administrator 2nd
toll fraud
traces
Cisco Unity Diagnostic Tool
Transfer Call Billing Reports
TRAP (Telephony Record and Playback) Connection
troubleshooting
backups [See backups]
Cisco PA 2nd
Cisco Unity Diagnostic Tool 2nd
CUDLE 2nd
dbWalker 2nd
EMS 2nd
MTTR
SysCheck
telephone toll fraud
TSP (TAPI Service Provider)
TSP (TPI service provider)
TTS (text-to-speech) email
TTS (text-to-speech) engines
TUA (Telephone User Interface)
TUI 2nd 3rd
defining subscribers 2nd
sending messages
subscribers
conversion options 2nd 3rd 4th
TUI (Cisco Unity telephone user interface)
TUI (telephone user interface)
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

UAmis mailbox
UMR (Unity Message Repository)
Unaddressed Messages distribution list
unified communications software
Exchange 2nd
Unified communications software
installing
Cisco PA 2nd
CUICA
CUSPA 2nd
integrating with telephony systems 2nd
License File Wizard
Message Store Configuration Wizard
Permissions Wizard 2nd
Service Configuration Wizard
Unity System setup
upgrading 2nd
Exchange to Domino
from Cisco PA 1.3 to Cisco PA 1.4
locating version number 2nd
unified messaging
Unity 1 Directory change Writer
Unity Message Repository (UMR)
Unresolved References Reports
UOmni mailbox 2nd
upgrading
Unified communications software 2nd
Cisco PA 1.3 to Cisco PA 1.4
Exchange to Domino
locating version number 2nd
user-defined call handlers
customizing settings 2nd 3rd
call transfer settings
caller input settings 2nd
greeting settings 2nd
message settings
profile settings 2nd
UTIM 2nd
UTIM (Cisco Unity Telephony Integration Manager) 2nd 3rd
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

VERITAS backup utilities

versions (Cisco Unity Systems)
ViewMail for Outlook [See VMO]
ViewMail for Outlook (VMO)
VM
(voice messaging)
VMO
(ViewMail for Microsoft Outlook)
customizing
Media Master Control
VMO (Viewmail for Outlook)
VMO (ViewMail for Outlook)
voice cards
Cisco Unity Bridge servers
installing hardware 2nd
voice mail
Cisco PA-driven voice mail
voice messaging [See VM]
voice-mail
Cisco Unity with Exchange
PA architecture
voice-mail ports
voice-mail systems
VPIM
VPIM
networking
addressing
creating delivery location objects
installing IVC
Internet subscribers
IVC
licensing
location objects 2nd 3rd
setup 2nd
subscribers
VPIM (Voice Profile for Internet Messaging)
VPIM subscribers
[SYMBOL] [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O ] [P ] [R] [S] [T] [U]
[V] [W] [X]

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