Cisco Unity Connection

By David Schulz
Published Jun 2, 2011 by Cisco Press.

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Copyright 2011
Edition: 1st

eBook (Watermarked)
ISBN-10: 0-13-237896-5
ISBN-13: 978-0-13-237896-3

Cisco Unity Connection

The comprehensive guide to Cisco Unity Connection voice messaging system design, implementation, and troubleshooting

David Schulz

Cisco Unity Connection presents all the concepts and techniques you need to successfully plan, design, implement, and maintain Cisco Unity Connection voice messaging systems. For every stage of the system lifecycle, enterprise voice expert David Schulz offers clear explanations, practical examples, realistic case studies, and best-practice solutions.

The author begins by introducing Cisco Unity Connection’s core features, capabilities, and components. Next, he provides thorough, step-by-step coverage of configuration, including users, contacts, call routing, dial plans, class of service, and templates. You will find extensive discussions of user features and access, administration and maintenance, redundancy and backup, and much more. Throughout, the author addresses many enhancements introduced in the new Cisco Unity Connection v8.5 software.

This book concludes with a complete guide to troubleshooting, including case studies that identify common deployment challenges and help you build real-world problem-solving skills.

David Schulz has more than 27 years of experience with networking, security, and voice technologies. Before joining Skyline Advanced Technology Services, he was involved in network engineering, consulting, project management, and engineering oversight for a Midwest reseller. He has taught networking technologies to both customers and engineers, created multiple process and procedure methodologies and documents, and held network contracting responsibilities at a large global enterprise. He holds CCSI, CCNP Voice, CCSP, and CCDP certifications.

· Plan voice messaging designs, including active-active cluster pair and single-server configurations

· Identify required equipment and codecs, and accurately size servers

· Efficiently install and upgrade Cisco Unity Connection software

· Perform non-Cisco integrations with PBX IP Media Gateway (PIMG) and T1 IP Media Gateway (TIMG)

· Administer users and contacts with Cisco Unity Connection Administration, Bulk Administration Tool, AXL, and LDAP

· Provide access via phones, the web, and mobile applications

· Configure call, directory, and interview handlers

· Implement dial plan components, including partitions and search scopes

· Configure Cisco Unity Connection networking, including SMTP

· Configure, implement, and use Voice Profile for Internet Mail (VPIM)

· Create reports and perform real-time monitoring

· Master tools for maintenance, backup, and disaster recovery

· Implement advanced features, from SpeechView to SMS notification

This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony
technologies, plan and design converged networks, and implement network
solutions for increased productivity.

Foreword xx

Introduction xxi

Chapter 1 Cisco Unity Connection Overview 1

Introduction to Cisco Unity Connection 2

Cisco Messaging Solutions 4

Cisco Unity Express 5

Cisco Unity 5

Cisco Unity Connection 5

Cisco Unified Messaging Gateway 6

Planning for Voice Messaging 6

Current Network Status and Design 7

Current Users and Requirement 8

Scalability 9

Redundancy 10

Feature Requirements 10

Summary 11

Case Study 12

Chapter 2 Designing Voicemail Systems with Cisco Unity Connection 13

Determining Server Sizing 14

Understanding Codecs and Voicemail Storage 15

        G.711 Codec 16

        G.729 Codec 16

        G.722 Codec 16

        G.726 Codec 17

        iLBC 17

        PCM Linear Codec 17

        Transcoding in Cisco Unity Connection 17

        Users, Codecs, and Message Storage Considerations 20

IMAP Clients and Voice Ports 21

Determining Voicemail Port Requirements 22

High-Availability and Redundancy 24

Server Sizing and Platform Overlays 25

Virtualization 26

User Location, Geography, and Digital Networking 27

Case Study: Voicemail Design 27

Introduction to Integration 28

Introduction to Voicemail Networking 28

        Intrasite Networking 29

        Introduction to Intersite Networking 32

        Intrasite Versus Intersite Networking 34

        Case Study: Voicemail Network Design 35

        Other Voicemail Networking Options 36

        Case Study: VPIM Voicemail Design 36

        Intersite Links and VPIM Networking 37

        Case Study: Multisite Voicemail Design 38

Summary 40

Chapter 3 Installing and Upgrading Cisco Unity Connection 43

Cisco Unity Connection Installation Procedures 44

Installing Cisco Unity Connection Software 45

        Pre-Installation Tasks 45

        Cisco Unity Connection Software Installation 47

        Installation Processes 47

Basic Installation 48

        System Installer and Platform Checks 48

        Product Deployment Selection 50

        Platform Installation Wizard 52

        Basic Installation Dialogue 54

Cisco Unity Connection Server Verification 71

Cisco Unity Connection Login Verification 73

Installation Log Files 76

Active-Active Cluster Pair Configuration 76

        Publisher Installation 77

        Subscriber Installation 77

        Subscriber Server Installation 78

Subscriber Software Installation 81

        First Node Configuration 81

        Subscriber Node Installation Dialogue 81

        First Node Access Configuration 83

Active-Active Cluster Pair Verification 83

Unattended Installation Using the Answer File 86

Performing Software Updates 88

Upgrade During Install 89

Upgrade Using Cisco Unified OS Administration 91

Upgrades from Unity and Unity Connection 1.2 92

Virtual Installation Overview 92

Open Virtual Machine Format (OVA) Extension 93

Understanding Licensing in Cisco Unity Connection 94

        Top-Level Software License 95

        Server License 96

        User License 96

        HA License 96

        Speech Connect 96

License Ordering Procedures 96

Case Study 98

Summary 99

Chapter 4 Integrating Cisco Unity Connection 101

Attributes of an Integration 103

Integration with Cisco Unified CM Overview 104

Integration with CME Overview 106

Integration with PIMG and TIMG Overview 106

Bandwidth Considerations Using PIMG and TIMG 109

Understanding Multiple Integrations 109

Messaging Deployment Models 110

Single-Site Messaging 110

Centralized Messaging 111

Distributed Deployment Model 112

Case Study: Messaging Deployment Design 113

Cisco Unity Connection Integration 114

Understanding Phone Systems, Port Groups, and Ports 114

Integrating with Cisco Unified CM 116

Cisco Unified CM Voicemail Configuration 116

Cisco Unity Connection Integration Configurations 128

Voicemail Integration Verification 135

        Voicemail Port Verification 135

        Voicemail Pilot and Profile Verification 136

        Integration Troubleshooting 136

SIP Integrations with Cisco Unified CM 140

SIP Trunk Configuration in Cisco Unified CM 140

Cisco Unity Connection SIP Integration 144

Integrating with Cisco Unified CM Express 145

Cisco Unified CME Integration Configuration 145

Integrating with Cisco PIMG/TIMG 151

Call Flow and Routing Rules 152

Understanding Direct and Forwarded Routing Rules 152

Case Study: Cisco Unity Connection Integration with Legacy Systems 154

Summary 155

Chapter 5 Cisco Unity Connection Users and Contacts 157

Introduction to Users and Contacts 158

Understanding Users and Contacts 159

        Users Without Mailboxes 159

        User With Mailboxes 159

        Contacts 160

        Default Users 160

Configuring Users 161

        Authentication Rules 162

        Schedules and Holidays 165

        Class of Service 169

        Templates 172

Configuring Users 176

        Configuring Users Without Mailboxes 177

        Configuring Users With Mailboxes 179

        Roles 181

        Bulk Administration Tool 183

        LDAP Synchronization and Authentication 190

        Case Study: Four-Digit to Six-Digit Phone Number Conversion 199

        Administrative XML Integration with Cisco Unified CM 202

        Case Study: Importing Users 205

Summary 208

Chapter 6 Providing Users Access to Voice Messaging 211

Voice-Message Features and Applications Overview 212

Phone Access to Voice Messaging 213

        Transfer Rules 214

        Message Waiting Indicators 216

        Alternate Extensions 219

        Phone Menu Options 220

        Message Settings Options 223

Web Application Access to Voice Messaging 226

        Personal Communications Assistant 226

        Using Really Simple Syndication (RSS) Feeds for Voice Messaging 233

        Phone View and Visual Voicemail 238

Mobility and Unified Communications 250

Case Study: Mobility 252

Summary 252

Chapter 7 Understanding User Features and Applications 255

Understanding User Features 256

Message Storage Settings and Administration 256

        System Configuration Directory 258

        Mailbox Store 258

        Mailbox Stores Membership 263

        Voice-Message Directory 267

        Creating Users in a Mailbox Stores 268

        Message Aging Policy 268

        Aging Alert Text 273

        Message Recording Expiration 275

        Mailbox Quotas 276

        Case Study: Message Aging and Archiving 279

Greetings and Caller Input 280

        Greetings 280

        Caller Input 287

        Case Study: Alternate Greetings 290

        Post-Greeting Recordings 290

Message Notification 292

Alternative Extension Features and Restriction Tables 296

Distribution Lists: System and Private 300

System Distribution Lists 300

Case Study: Configuring System Distribution List Access Lists 306

Private Distribution Lists 308

External Service Accounts 311

Unified Messaging Service 313

Using ViewMail for Outlook with Single Inbox 314

Configuring Single Inbox 314

User Configuration for Single Inbox 315

SMTP Proxy Addresses 316

Summary 317

Chapter 8 Understanding Call Handlers and System Features 319

Call Handler Components 320

Understanding System Call Handlers 321

        Default System Call Handlers 321

        Configuring Call Handlers 322

        Transfer Rules 325

        Greetings 325

        Caller Input 328

        Post Greeting Recordings 329

        Message Settings 330

        Call Handler Owners 331

        Configuring New Call Handlers 332

        Call Handler Templates 333

Understanding Directory Handlers 334

Understanding Interview Handlers 335

Configuring Interview Handlers 337

Building an Audiotext Application 339

Audiotext Application Design 339

Cisco Unity Connection Dial Plan Components 341

Partitions 341

Search Spaces 342

Case Study: Configuring The Dial Plan 344

Configuring Partitions 345

Configuring Search Spaces 346

Assigning Partitions to Search Spaces 346

Applying Partitions and Search Spaces 348

Changing the Default Search Space and Partition 350

Removing Search Spaces and Partitions 350

Case Study: Troubleshooting Dial Plan Issues 354

Case Study: Configuring The Greeting Administrator 356

Summary 358

Chapter 9 Understanding Cisco Unity Connection Networking 359

Simple Mail Transfer Protocol 360

Cisco Unity Connection Networking 361

Locations, Sites, and Intrasite Links 362

Intersite Links and Cisco Voicemail Organization 363

Preparations for Networking Cisco Unity Connection Servers 365

        Review the Current Network Design and Software 365

        Ensure Connectivity Between Locations 365

        Configure Display Names and SMTP Domains 365

        Case Study: Configuring Display Names 367

        Changing the SMTP Domain 367

        Case Study: Configuring SMTP Domains 369

Cluster Management 371

Review the Naming Conventions of System Objects 373

Case Study: Managing Distribution Lists 375

Configuring Intrasite Links 377

        Automatic Versus Manual 377

        Networking Verification 385

        Case Study: Performing Post-Networking Tasks (Dial Plan) 392

        Voice Network Map 393

SMTP Smart Host Function and Configuration 397

Configuring Intersite Links 399

Interlocation Options and Features 401

Cross-Server Sign-In 403

Cross-Server Transfer 405

Cross-Server Live Reply 405

Cross-Server Feature Configuration 406

Case Study: Configuring Cross-Server Features 408

Configuring Users for Live Reply 410

Transfer Using Phone System Trunks 411

Other Post-Networking Considerations 414

Summary 415

Chapter 10 Implementing Voice Profile for Internet Mail (VPIM) 417

Voice Profile for Internet Mail 418

Preparing for Configuring VPIM Networking 419

License Considerations 419

Determine the Number Scheme for Dial IDs 419

Determine the Dial Plan 419

VPIM Contact Creation 420

Blind Addressing 420

Distribution List Considerations 420

Domain Name Considerations 421

SMTP Smart Host and DNS Considerations 421

Networking and Connectivity Considerations 421

Configuring VPIM in Cisco Unity Connection 421

Case Study: Controlling Directory Synchronization 422

Configuring the SMTP Domain Name 422

Verify VPIM Licenses 425

Configuring VPIM Locations 425

Creating VPIM Contacts 429

Automatic Directory Updates 431

Automatic Directory Update Options 433

Case Study: Directory Updates and Blind Addressing 433

Blind Addressing Using Cisco Unity Connection Inbox 434

Automatically Create Contacts 435

Automatically Delete Contacts 437

VPIM Features 440

Case Study: VPIM Features 440

Summary 444

Chapter 11 Using Cisco Unity Connection Tools and Reports 445

Cisco Unity Connection Tools 446

Using the Real-Time Monitoring Tool 447

        Accessing RTMT 447

        System Summary 449

        Server-CPU and Memory 451

        Server-Process 451

        Server-Disk Usage 451

        Critical Services 453

        Cisco Unified Serviceability 456

        Cisco Unity Connection Services—RTMT—Critical Services 457

        Cisco Unity Connection Serviceability 459

        Case Study 460

        Performance 460

        Tools 468

Cisco Object Backup and Restore Application Suite (COBRAS) 472

Cisco Unity Connection Migrate Utilities 477

Cisco Unity Connection Task Management Tool 478

Understanding Reports 479

Summary 484

Chapter 12 Maintaining Cisco Unity Connection 487

Disaster Recovery System 488

Certificate Management Overview 489

Performing a Backup 490

        Backup Device Configuration 492

        Backup Components 494

        Case Study: Backing Up Mailbox Stores 496

        Manual Backup 497

        Backup Scheduler 499

Performing a Restore 501

Using the Restore Wizard 501

Warm Standby Server 503

Cluster Management 506

Overview of Survivable Remote Site Voicemail 508

Cisco Voice Technology Group Subscription Tool 509

Cisco Unity Connection Tools Online 509

Configuring Simple Network Management Protocol 509

Summary 512

Chapter 13 Advanced Features in Cisco Unity Connection 513

Fax Integration 514

Preparation for Fax Integration 515

Faxable Document Types and Fax Reports 515

Configuring Cisco Unity Connection Fax Integration 516

Cisco Unity Connection User Account Fax Configuration 518

Fax Integration Testing and Verification 520

Gateway Configuration for Voice and Fax Integration 520

SpeechView 522

SpeechView Configuration 522

SpeechView Licensing 523

Smart Host Configuration for SpeechView 524

        Access List Configuration the Email Server for SpeechView 525

        Preparation for SpeechView Configuration 525

        SpeechView Configuration in Cisco Unity Connection Administration 525

        User Configuration for SpeechView 527

Configuring Notification 529

Configuring SMTP and SMS Notification 529

Summary 533

Chapter 14 Troubleshooting Cisco Unity Connection: Case Studies 535

Basic Troubleshooting Techniques 536

Stay the Course 537

Assess the Situation 537

Develop the Plan and Strategy 538

Use Good Troubleshooting Procedures 538

Provide Reporting, Resolution, Documentation, and Lessons Learned 539

Troubleshooting MWI Issues 539

Scenario 539

Resolution 540

Troubleshooting Call Transfer Rules 542

Scenario 542

Resolution 543

Troubleshooting Partitions and Search Scopes 545

Scenario 545

Resolution 545

Troubleshooting Dial Plan Issues in Digital Networks 547

Scenario 547

Resolution 547

Troubleshooting Access to Features 549

Scenario 549

Resolution 549

Troubleshooting Audiotext Applications 550

Scenario 550

Resolution 550

Troubleshooting Digital Networking Issues 552

Scenario 552

Resolution 552

Troubleshooting VPIM Networking Issues 555

Scenario 555

Resolution 555

Summary 556

Index 557

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