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Cisco Unity Connection

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  • Description
  • Sample Content
  • Updates
  • Copyright 2011
  • Dimensions: 7-3/8" x 9-1/8"
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-273089-8
  • ISBN-13: 978-0-13-273089-1

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.

Table of Contents

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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