Capps Vol 1-3_bw

Table of Contents

Volume 1

Course Introduction

Overview '

Learner Skills and Knowledge

1

Course Goal andObjectives

3

Course Flow 4

Additional References 5

Cisco Glossary ofTerms

5

Your Training Curriculum

6

Introduction to Voice Mail

„

Id.

Overview 11

Module Objectives

1"1

Voice-Mail Integration Overview

_

1£

Objectives

1"3

Voice-Mail Introduction 1_4

Single-Site Deployment

1"6

Centralized Multisite Deployment 1-7

Decentralized Multisite Deployment 1-8

Multiple Unified Messaging SystemsDeployment

1-9

Cisco Unity Connection Integration Options

1-10

Media-Stream Flows in a Cisco Unity Connection 1-11

Cisco Unity Connection Client Interfaces

1-12

Cisco Unity Connection Administration

1-13

Cisco Unity Connection RTMT

1-14

Voice-Messaging Access Options 1-15

Summary

116

References 1~16

General Requirements for Voice-Mail Integration 1-17

Objectives

1-17

Voice-Messaging Integration and Synchronization 1-18

Cisco Unity Connection SIP Integration 1-20

Digital Integration with Cisco Unity PIMG Units

1-21

Supported Phone Systems for Cisco Unity PIMG Integrations 1-22

Microsoft Exchange Integration 1-23

User-Creation Options 1-24

COBRAS Features 1-2o

Voice-Messaging Features 1-26

Message Notifications and Restriction Tables 1-27

Cisco Unity Connection Call Handler 1-28

Cisco Unity Connection Dial Plan 1-29

Class of Service 1-30

Cisco Unity Express vs. Cisco Unity Connection 1-31

Voice-Messaging Feature Comparison 1-32

Cisco Unity Express Script Editing 1-33

Default Auto-Attendant Script 1-34

Voice-MessagingSystem Design 1-35

Active-Active, High-Availability Deployment 1-37

Digital Networkingwith Active-Active Pairs 1-38

Voice Profile for Internet Mail 1-40

Cisco Unity Express SMB Design 1-41

Cisco Unity Express Enterprise Design 1-42

Multiple Cisco Unity Express Design 1-43

Cisco Unified Communications Manager Business Edition 1-45

Multisite Deployment with Digital Networking 1-46

Centralized Cisco Unity Connection SystemExample

1-48

Cail Flows

1 4g

SRST and Cisco Unity Connection

j_50

AAR and Cisco Unity Connection

^51

Additional Call-Flow Options

1_52

Summary 1 et

References

^53

Module Summary

^55

References

^_55

Module Self-Check

-,_57

Module Self-Check Answer Key

-5.59

Cisco Unity Connection in a Cisco Unified Communications

Manager Environment

2-J

Overview

2-i

Module Objectives 2-1

Integrating with Cisco Unified Communications Manager

2-3

Objectives 2-3

Cisco Unity Connection Integration Options with Cisco Unified Communications Manager

2-4

On-Net and Off-Net Calls 2-6

Call Forward Options 2-7

Cisco Unity Connection Configuration 2-8

Voice-Mail Integration on Cisco Unified Communications Manager

2-10

Hunt List 2-15

Hunt Pilot 2-16

MVUOnandOff 2-17

Voice-Mail Pilot 2-18

Voice-Mail Profile 2-19

Integration on Cisco Unity Connection 2-20

Port Group 2-22

Ports 2-24

Integration Troubleshooter Tools 2-26

Common Mistakes 2-27

Cisco UnityConnection Integration via SIP 2-28

SIP Trunk 2-30

Route Pattern and Voice-Mail Settings 2-32

SIP Integration on Cisco UnityConnection 2-33

Common Mistakes 2-35

Summary 2-36

References 2-36

Configuring the Cisco Unity Connection System

__

2-37

Objectives 2-37

Cisco UnityConnection System Settings Overview 2-38

General Settings vs. User Settings 2-39

Cisco UnityConnection System Settings 2-40

NTP Servers and Time 2-42

Setting the Time Zone 2-43

Time Zone Usage 2-44

Schedules 2-45

Holiday Schedule 2-46

Cisco Unity Connection Distribution Lists 2-47

System Distribution Lists 2-48

Contacts 2-49

Cisco Unity Connection Authentication and Roles 2-51

Check for Trivial Passwords 2-53

Roles 2-54

Cisco Unity Connection Restriction Tables 2-56

Restriction Table Configuration 2-57

Cisco Unity Connection LDAP integration 2-59

Import of Users from LDAP 2-60

LDAP Directory 2-61

LDAP Authentication 2-64

LDAP Service Parameters 2-66

Search Base 2-68

Advanced LDAP Settings 2-69

General LDAP Filter Introduction 2-70

LDAP Filter Configuration 2-72

Summary 2-73

References 2-74

Using Cisco Unity Connection Partitions and Search Spaces

2-75

Objectives 2-75

Cisco UnityConnection Dial Plan Components 2-76

Comparing Dial Plans 2-77

Cisco Unity Connection Dial Plan 2-79

Configuring Partitions 2-80

Configuring Search Spaces 2-81

Assigning the Users to the Partitions 2-82

Assigning a Search Space to the Directory Handler 2-83

Summary 2-84

References 2-84

Implementing Cisco Unity Connection Call Management

2-85

Objectives 2-85

Cisco UnityConnection Call Routing 2-86

Port Monitor 2-88

Default Call-Routing Behavior 2-89

Direct Call Routing 2-90

Forward Call Routing 2-92

Call-Routing Example 2-93

Order of Call-Routing Rules 2-95

Cisco Unity Connection Call Handler Types 2-96

Call Handler Reachability 2-97

Call Handler Example 2-98

Call Handler Comparison 2-99

Call Handler Templates 2-100

Call Handler Template Basics 2-101

Transfer Rules 2-103

Caller Input 2-104

Greetings 2-107

Message Settings 2-109

System Call Handler 2-111

Greeting 2-112

Default Caller Input Option 2-113

Caller Input 2-114

Default Operator Call Handler 2-118

Operator Call Handler 2-119

Default Operator is Not Available 2-121

Operator Not Available 2-122

Default Goodbye Call Handler Options 2-123

Goodbye Call Handler 2-124

Directory Handler 2-125

Default Directory Call Handler 2-127

Default Directory Handler 2-128

User Listing Options 2-130

Interview Handler 2-131

Product Hotline Example 2-132

Summary 2-134

References 2-135

Configuring Cisco Unity Connection Users 2-137

Objectives 2-137

Cisco Unity Connection User Templates 2-138

User Template Example 2-140

Password Settings and Roles 2-141

Transfer Rules 2-142

Greetings 2-143

Call Actions 2-144

Message Actions and Caller Input 2-145

TUi Experience 2-146

Cisco Unity Connection User 2-147

Alternate Extensions 2-148

Voice Mailbox 2-149

Mailbox Stores and Membership 2-150

Message Aging Policy and Mailbox Quotas 2-151

Private Distribution Lists 2-152

Notifications Devices 2-153

User-Creation Options 2-154

Cisco Unity Connection Class of Service 2-155

User Access to Features 2-156

Summary 2-158

References 2-158

Monitoring and Troubleshooting Cisco Unity Connection 2-159

Objectives 2-159

Cisco Unity Connection Troubleshooting 2-160

Reordei Tone 2-161

Call Forward to Cisco Unity Connection 2-162

Route Pattern Affecting Call Forward 2-163

Login Not v\torking 2-164

PIN Not Accepted 2-165

MW Issues 2-167

MVU Status 2-168

VUong Greeting 2-169

Rules and Conditions 2-170

Time Schedule 2-172

Voice Messages 2-173

Call Handler Transfer Issues 2-174

Call Handler Issues 2-175

AAR and Cisco Unified SRST Issues 2-176

Cisco Unified RTMT 2-179

Cisco Unity Connection Performance Counters 2-180

Cisco UnityConnection Session Performance Counters 2-181

Alert Properties 2-182

Reporting in Cisco UnityConnection 2-184

MVU Troubleshooting 2-185 Macro Traces 2-188 Summary 2-189 References 2-189 Module Summary 2-191 References 2-192 Module Self-Check 2-193

Module Serf-Check Answer Key 2-197

CAPPS

Course Introduction

""

Overview

IntegratingCisco Unified Communications Applications (CAPPS) v8.0 teaches learners the

integration options of Cisco Unified Presence, Cisco Unity Express, and Cisco Unity

Connection. It describes voice messaging deployment scenarios, Cisco Unified Presence features, and troubleshooting mechanisms as well as Cisco Unified Presence and Cisco Unified

Personal Communicator integration options with Cisco Unified Communications Manager.

Learner Skills and Knowledge

This subtopic lists the skills and knowledge that learners must possessto benefit fully from this course. The subtopic also includes recommended Cisco learningofferings that learners should

first complete before taking the course.

Learner Skills and Knowledge

• Working knowledge of converged voice and data networks

• Basic knowledge of Cisco IOS gateways

* Working knowledge ofCisco Unified Communications Manager

Cisco learning offerings:

Introducing Cisco Voice and Unified Communications

Administration (ICOMM)

Implementing Cisco Unified Communications Manager,

Part7(CIPT1)

Course Goal and Objectives

This topic describes the course goaland objectives.

arnerswith the necessary knowledge to

d Cisco Unified Presence into a Cisco

jmunications solution"

'3wnii:!?Gtions Apeicahons iCAPPS) v8 0

Upon completing this course, you will beable to meet these objectives:

•

Describe voice-mail integration options and requirements

•

Implement Cisco Unity Connection in a Cisco Unified Communications Manager

deployment

•

Describe howto implement Cisco Unity Express in a CiscoUnified Communications

Manager Express deployment

•

Implement voice-mail networking usingVPIM

• Implement Cisco UnifiedPresence and Cisco UnifiedPersonal Communicator

) 2010 Cisco Systems, Inc.

Course Flow

This topic presents the suggested tlow of the course materials.

uars * C curse Introduction M Introduction to Voice Mai Q SCO U nfly Connection in a Cisco Unified Communicaions Manager Environment

Cisco Unity Implementation of Connection in a asco Unity Express

CiscoUrified I h a Cisco Unlled

Communicaions

Manager

Environment

(Com.)

Comm unl catena

Manager Express

Environment

u n c Cisco Unity > Implementation ot

Connectim in a Cisco Unity Express Cisco Unified In a Cisco Unified

Com mimical on s Manager Environment (Cor*) Commurtcalons Manager Express Environment (Cont.)

Voice Protile for Internet Mail fcnpie mentation Voice Profllefor Internet Mail implementation (Cont) Cisco Unified Presence Implementation Cisco United presence Implementation (Cont.) Cisco Unified Presence Im piomental Ion (Com.)

The schedule reflects the recommended structure for this course. This structure allows enough

time for the instructor to present the course information and for youto work througli the lab

activities. The exact timing of the subjectmaterialsand labs depends on the paceof your specific class.

Additional References

This topic presents the Cisco icons and symbols that are used in thiscourse, as wellas

information on where to find additional technical references.

Cisco Icons and Symbols

Cisco Unified Presence Cisco unity Comeclcfi Cisco Unified Messaging Gateway Cisco ASA Adaptive Security Ap fiance Network Cloud Cisco Unified Commuiications Manager Express Cisco Unified Communications Manager Express wltt Cisco Urity Express

Cisco Glossary of Terms

For additional information on Cisco terminology, refer to the Cisco Internetworking Terms and

Acronyms glossary at

http://d()c\siki.cisco.coni/v\iki/CategoiT:Internetw'orking_Ternis__aiid_Acronyins_(ITA).

>2010 Cisco Systems, Inc

Your Training Curriculum

This topic presents the training curriculum for this course.

You are encouraged tojointheCisco Career Certification Community, a discussion forum that

isopen to anyone who is holding a valid Cisco Career Certification (such as Cisco CCIE .

CCNA\ CCDA\ CCNP*, CCDPS, CC1P\ CCVP*, or CCSf*). Itprovides a gathering place

for Cisco certified professionals to share questions, suggestions, and information about Cisco

Career Certification programs and other certification-related topics. For more infonnation, visit

http:0\\\^w.cisco.conv'go/ceilifi cations.

Cisco Career Certifications: CCNP Voice

Expand your professional options and advance your career Professional-level recognition in voice networking

Expert

II i lessional

isociate

Voice Netiwrking

©2010 Cisco Systems, Inc.

Recommended Training Through

Cisco Learning Partners

knptertmnting Cisco Voice Commmictions

andOoS

Wptemenffng Cisco UnifiecJ Communications

Manager. Part 1

tnpfementmg Cisco UnifiedCommntjcattons

Manager, Part 2

Troubleshooting Osco Untfterf

Communicafions

Integrating Cisco United Communications

Applications

http: //www.ciSCO.rom/gafcerti tications

Module 1

Introduction to Voice Mail

Im

Overview

The module introduces the Cisco Unity Connection and Cisco Unity Express voice-messaging

systems and compares the parameters and features of each. The module discusses Cisco Unity

Connection integration options, including (but not limited to) integration with Cisco Unified

Communications Manager. The module also examines various deployments in which Cisco

Unity Connection is placed as acentralized or decentralized voice-messaging application.

This module provides an overview of the features that are discussed in the "Implementation of

Cisco Unity Connection in aCisco Unified Communications Manager Environment" module

Design examples show how and where to place Cisco Unify Connection and Cisco Unity

Express. Afew examples will provide Cisco Unity Express and Cisco Unity Connection sizing

and deployment considerations.

Module Objectives

Upon completing this module, you will be able to describe voice-mail integration options and

requirements. This ability includes being able tomeet these objectives:

• Describe voice-mail integration options, corresponding traffic flows, and available client

interfaces

• Describe general requirements for voice-mail integration, including user-account

synchronization, redirecting-number explanation, call flows in SRST mode or under

no-bandwidth conditions, CoS implications ofMWI, and voice-mail notifications

~ " I '. \ rr-F.oac\ „a n © 2010 Cisco Systems Inc

Integrating Cisco Unified Communications Applications (CAPPS) v8 0

>y ^uiu l.

y

Jtw

Lesson 1

Voice-Mail Integration

Overview

Overview

This lesson describes integration options and deployment scenarios for Cisco Unity

Connection. Different technologies support Cisco Unity Connection single-site or multisite

scenarios in centralized or decentralized deployments.

Cisco Unity Connection media streams represent the types of calls that Cisco Unity Connection

receives An overview ofGUT access to Cisco Unity Connection discusses the configuration

options. The lesson also discusses tools such as Cisco Unity Connection Real-Time Monitoring

Tool (RTMT) and Port Monitor and describes user access to voice messages via telephone user

interface (TUI), GUI, andmessage notification.

Objectives

Upon completing this lesson, you will be able to describe the general requirements for

voice-mail integration. This ability includes being able to meet these objectives:

•

Describe the role ofvoice-messaging systems in a Cisco Unified Communications solution

• Describe the Cisco Unity Connection interfaces

Voice-Mail Introduction

1-4

This topic describes the integration options and deployment models for Cisco Unity

Connection. J Cisco Unified ; Presence '< Cisco Unified CM" AXUSOAP lmpcrt>ng Users

Set Forwarding Attnbutes

H*

$

User TUI or

Cisco Voice View Express

", Active Directory for

Synchronization and Optional

Authentication

Personal Routing

• Cisco Unified CM =Cisco Unified Communications Manager

" CiscoUnified MP= CiscoUnified MeetingRace

—Cisco Unified MPE =Cisco Unified MeetingPlace Express

Calendaring to Cisco Unified MP". Cisco Unified MPE"*, Exchange Server 2003 and 2007 Exchange Server

Cisco Lmty Connection integrates messaging and voice-recognition components to provide

global access to calls and voice messages for as many as 20,000 users per Cisco Unity

Connection server. Cisco Unity Connection advanced communication services offer \oice

commands to place calls or listen to messages in hands-free mode. These services also offer

commands lo check messages over the telephone or from adesktop, through an email inbox or

a web browser.

Running on aLinux-based network appliance platform, Cisco Unity Connection has its own

integrated message and data stores. Cisco Unity Connection can integrate with Cisco Unified

Communications Manager. Cisco Unified Communications Manager Express, or traditional

PBXs. Cisco Unit> Connection can be configured to import auser database from Cisco Unified

Communications Manager by using the Administrative XML Layer (AXL) and Simple Object

Access Protocol (SOAP).

Cisco Unity Connection can integrate with Microsoft Exchange Server lo deliver voice

messages to an Internet Message Access Protocol (IMAP) email inbox. The Web-based

Distributed Authoring and Versioning (WebDAV) service allows users to import calendaring

infonnation from Microsoft Exchange, forpersonal transfer rules.

Calendaring integration to Cisco Unified MeetingPlace, Cisco Unified MeetingPlace Express

Microsoft Exchange Server 2003, and Web Services application programming interface

(WcbSvcs API) for Microsoft Exchange Server 2007 are available by using the Microsoft

Exchange WebDAV protocol.

Mm

*-—

Microsoft Active Dtrectory integration is available by using the Lightweight Directory Access

Irotocol (LDAP) interface to synchronize Cisco Unity Connection usernames and passwords to

Active D,rectory. Authentication for web-based application access is an optional feature of

Active Directory integration.

Cisco Unity Connection provides aTUI and avoice user interface (VUI). By using an IP phone

and Voice View Express, users can visually check and browse their mailboxes.

>2010 Cisco Systems, Inc.

Single-Site Deployment

In its simplest form, Cisco Unity Connection can be deployed as astandalone server in aCisco

Unified Communications solution.

1-6

Astandalone server supports as many as 20,000 voice-mail users.

Easy deployment and only one G711 codec; transcoders and

traffic-pattern evaluation are not necessary.

Headquarters

WAN

PSTN

Cisco Unity Connection implementations range from a500-user integration that colocates with

Cisco Unified Communications Manager Business Edition, to aCisco Unity Connection server

cluster that supports as many as 20,000 voice-mail users.

In asinde-site deployment, typically only one G.711 codec is used. Call Admission Control

(CAC) or transcoders are unnecessary because no additional branches are connected via WAN

connections, which typically use the G.729 codec is used.

The platform overlay determines the capacity, capabilities, and number of users that are

supported When higli availability and redundancy are needed or when multiple locations arc

expected (now or in the fumre). then another deployment model miglit better meet the needs ot

the organization.

Traffic patterns do not need to be evaluated when Cisco Unity Connection is used in

asingle-site solution. Modern LANs are high-speed Fast Ethernet or Gigabit Ethernet networks. One

G711 call requests 80 kb/s on Layer 3. ACisco Unity Connection sewer that offers as many as

HO voice ports requires 20 Mb/s (250 calls *80 kb/s per call).

Vi^_.

W

Centralized Multisite Deployment

Lr, acentralized Cisco Unity Connection solution, the Cisco Unity Connection server and the

WAN aresmgle points of failure.

• Cisco Unity Connection and the WAN need to be highly reliable.

• Cisco SRSV offers voice messaging to branch IP phones during afailure

' t?anicSrs°Ver ** WN reqU're traffic-Pat,em evaluation, CAC, and

Headquarters

G.729 Calls to Cisco

Unity Connection

For high availability, use aCisco Unity Connection cluster with two Cisco Unity Connection

servers mact.ve-act.ve mode. The WAN service level agreements (SLAs) should offer highly

available and redundant WAN connections from the headquarters to the branches. Despite such

precautions, afailure could prevent the Cisco Unity Connection branch users from using the

centralized votce-messaging system (similar to call-processing issues during aWAN failure).

In the case ofafailure, the Cisco Survivable Remote Site Voicemail (SRSV) router takes over

the voice-messaging ftmctionality for branch users and offers local voice-mail and

auto-attendant features. After the WAN has recovered, the Cisco SRSV router synchronizes with

Cisco Unity Connection and changes back to passive mode, like Survivable Remote Site

Telephony (SRST).

When centralized applications are used, traffic patterns constantly change and must be

PRX^H l •; eXamP'e' -,UPPOSe tHat 3CUS'°mer ^25° voice-messaging users replaces a

PBX and ocal voiee-ma.1 system w,th acentralized Cisco Unified Communications system. If

10 percent of the branch employees use the centralized voice-mail system simultaneously then

voice messaging bnngs 25 additional connections (25 calls *24 kb/s on Layer 3=60o7b)> o

the voice-traffic pattern for the Cisco Unity Connection application.

These 25 calls need also to be transcoded at the headquarters site, which might require

additional digital s.gnal processor (DSP) resources. Carefully design centralized Cisco Unified

Commtmtcafons systems, and consider the traffic pattern for voice mail, auto attendant, and

i 2010 Cisco Systems. Inc

Decentralized Multisite Deployment

In adecentralized Cisco Unity Comiection solution, the Cisco Unity Connection clusters arc

networked throughdigital networking.

• Each sitehas itsown call-processing and voice-messaging system andis

self-sufficient

• Digital networking connects the Cisco Unity Connection clusters • Messages aresent toremote users via G729 over the WAN

Branch Headquarters [CiscoUnity Connection Cluster Cisco Unity Connection Cluster , Dtgiial Networking v.ti-t

•-"-Digital networking can be used only between identical voice-messaging systems, connecting

Cisco Unity Connection to Cisco Unity Connection or Cisco Unity to Cisco Unity.

Traffic patterns in these deployments also change constantly; for example, as messages are sent

to or received from users on the remote voice-messaging system. However, these messages,

which are sent via email, are not real-time streams, so the messages do not require quality ot

service (QoS). Calls to users at the remote site are calculated during the WAN design for call

processing Therefore, these calls are included in the bandwidth-requirement calculations;

WAN bandwidth usage is the same whether auser places acall or leaves amessage over the

WAN. Still, transcoders are requested when using G.729 inthe WAN.

During aWAN failure, calls are rerouted automatically over the public switched telephone

network (PSTN) and voice messages are left via PSTN. In adeployment ot two clusters with

15 000 users each, an enormous number of calls (and therefore, voice-messaging traffic) can

occur between the locations. This situation is especially true in companies that work with

virtual or distributed teams.

"^^

m

Multiple Unified Messaging Systems Deployment

Youcanjuse Voice Profile for Internet Mail (VP1M) to network Ciscovoice-messaging

systems! Cisco Unity Connection, Cisco Unity, and Cisco Unity Express, and third-party

productf mat support VPIM.

r • VPIM connects Cisco Unity Connection, Cisco Unity, and Cisco Unity

' Express

• CiscoUnified Messaging Gateways increase the scalability and

manageability for large voice-messaging deployments.

Headquarters BrancM

| Cisco Unity

Cisco Unified Messaging Gateway is a software-based network module for Cisco integrated

services routers (ISRs). The gateway acts as the central hub for Cisco Unity, Cisco Unity

Connection, and Cisco Unity Express applications in unified messaging solutions, to provide

intelligent routing for voice messages. Within a voice-messaging network, theCisco Unified

Messaging Gateway exchanges subscriber and directory information among the Cisco

messaging solutions. The gateway also provides interoperability with third-party

voice-messaging systems over VPIM networks.

Cisco Unified Messaging Gateway supports voice-messaging system registration and

autoregistration with Cisco Unity Express. The gateway also supports directory information

exchange, message routing, and message delivery, including system distribution lists (SDLs)

and system broadcast messages (SBMs), multiple messaging formats, and dial-by-name with

spoken-name confirmation across anetwork with many Cisco Unified Messaging Gateways.

Cisco Unified Messaging Gateway supports one-to-one, active-standby failover. Each

voice-messaging solution registers with both primary and secondary Cisco Unified Messaging

Gateways, if failoveris implemented in the network.

32010Cisco Systems, Inc.

Cisco Unity Connection Integration Options

Cisco UnityConnection can integrate with phone systemssuch as Cisco Unified

Communications Manager and with qualified circuit-switched phone systems.

Cisco Unity Connection can be integrated simultaneously with different telephony systems

Cisco Unified Communications Manager can be integrated via SCCP or SIP.

Osco Urufied Commumcations 5V*M/^3T!J Manager Cluster via SCCP "^>0/**

/>*

Qsco UnifiedCommunications ..

,4-/-Manager Cluster via SIP "'^r/^-^yK'r

SIP PIMG. or TIMG

Message Store Cisco Unity Directory Cisco Unity Connection

Cisco Lnity Connection supports simultaneous integrations with multiple telephone systems.

Cisco I nit) Connection supports Cisco Unified Communications Manager and Cisco Unified

Communications Manager Express integrations through Skinny Client Control Protocol

(SCCP) and Session Initiation Protocol (SIP). Circuit-switched phone-system integrations can

be accomplished througli the Cisco Unity PBX IP Media Gateway (PIMG) or Tl IPMedia

Gateway (TIMG) and a SIP trunk. For more information onwhich PBXs are supported, refer to

the PIMC Integration Guide for Cisco Unity Connection Release #.a at

lmp:V'\UY\\.L'i.ico.eonvVn/l.Vdoe^'\o^ aicintpime.litml.

L

Media-Stream Flows in a Cisco Unity Connection

Media streams in Cisco Unity Connection can be categorized as directed calls, forwarded calls,

and messatie notifications.

in

Direct calls; for example, voice retrieval Forwarded calls to Cisco Unity Connection

Message notification to phone, email, or pagers

Headquarters

Cisco Unity

Connection

Direct calls start at die IP phone and end atthe Cisco Unity Connection; for example, when an

IP phone userpresses the Messages button to retrieve voicemessages.

Forwarded calls areforwarded to thevoice-messaging system; forexample, calls to an iP

phone that is busy. Thecaller canleave a message for thecalled party.

Cisco Unity Connection can send message notifications to phones, email accounts, orpagers. A

notification starts at Cisco Unity Connection after a message isleft for a voice-mail user; for

example. Cisco Unity Connection will send a notification to themobile phone of thecalled

user.

M

mi

thd

sage notification calls interact with Cisco Unified Communications Manager. The

voice-I ports on Cisco Unity Connection need thecalling search space (CSS) to callthePSTN. voice-If

CSS isleft with the default value ofnone, then no calls can bemade. Inaddition, restriction

tables can besetona user basis inCisco Unity Connection.

) 2010 Cisco Systems. Inc. _{Introduction lo Voice Mail}

Cisco Unity Connection Client Interfaces

This topic describes the Cisco Unity Connection GUI interface, Cisco Unity Connection tools,

and user access to voice messages.

Cisco Unity Connection has a powerful administration

interface:

» Perform daily jobs via the GUI:

» Perform additional maintenance tasks via CLI (SSH).

Cisco Unity Connection Administration

Cisco Unity Connection canbe administered via a GUI. Browse to Cisco Unity Connection via

http://IP/ccmadmin to administer these Cisco Unity Connection systems:

• Cisco Unity Connection Administration: Configure users, call handlers, mailboxes,

system settings, and so on.

• Cisco Unified Serviceability: Configure traces, activate services, set control center and

Simple Network Management Protocol (SNMP)parameters, and so on.

• Cisco Unified Operating System Administration: Set the parameters for IP, Network

Time Protocol (NTP). and time; change the server version or reboot the server: access

securitysettings (such as IPsec); upgradesoftware; and so on.

• Cisco Unified Connection Serviceability: Start macro and micro traces; manage the

cluster, reporting, and so on.

•

CiscoUnity Connection Disaster Recovery System: Back up and restore the Cisco Unity

Connection system.

If GUI access is not working properly, then additional maintenance tasks canbe perfonned via

command-line interface (CLI) via Secure Shell (SSH).

Cisco Unity Connection Administration

The figure shows the main Cisco Unity Connection configuration menu.

The main part of the administration work is done in Cisco Unity Connection Administration.

Configure user templates, users, call handlers, systems settings, and telephony integration.

Unity Connection Users Cass of Service Templates Cjr-tarti ; £ Ditnburion List? i \S Call Management IE Message S'.orage ji+ Nety.ori.ing j S D-al ^lan

]i*; System Settings IE T; leoheny Integrations

i 2 TjdIs

The primary administration work in CiscoUnity Connection happens in Cisco Unity

Connection Administration. You can add and manage user templates, add and manage users, configure dial plans, and so on.

Cisco Unity Connection RTMT

Cisco Lnity Connection RTMT is similar to Cisco Unified Communications Manager RTMT.

Use Cisco Unity Connection RTMT to view information:

Thresholds can be set to automatically inform the administrator.

Traces can be viewed.

• Port Monitor delivers real-time data about incoming calls to Cisco Unity Connection (calling, called number, and forwarded number).

You can use the tool to view Cisco Unity Connection information for the system, server,

performance, and tools. Port Monitor is helpful during troubleshooting. Port Monitor shows the calling, called, and forwarded number of the caller, in real time. Port Monitor also shows the current played greeting.

Voice-Messaging Access Options

Users can retrieve messages in different ways.

ce-nnessagm?

The user can retrieve messages in different ways:

•Cisco Untried PC =dxa Unified Personal Communicator |

Via TUL a user can use any phone (or a new phone client such as Cisco Unified Personal

Communicator) to place a call to the Cisco Unity Connection system and retrieve messages.

Via the GUI, a user can use an IMAP client to download an email message with an attached

.wav file that can then be played on the computer. The Message Waiting Indicator (MWI) is

synchronized after the user listens to the file. GUI users can also access Voice View Express,

which is an IP Phone Service. This service allows users to browse through messages and

directly access the most important message first, rather than playing messages in order (as TUI

users must do).

When the message notification feature is inuse, Cisco Unity Connection sends the user a

notification via phone, pager, oremail when a new message isreceived. When notification is

sent to aphone, the user is asked to enter aPIN while Cisco Unity Connection is calling. The

MWI cannot be synchronized after the user listens to amessage that was sent via email to any

email address.

>2010 Cisco Syslems, Inc

Summary

This topic summarizes the primary points thatwerediscussed in this lesson.

References

mi a n

Cisco Unity Connection can scale from 500 to 20.000 users per server(or to 100,000 users per system, with digital networking). In both single-site and multisitedeployments, Cisco Unity Connection strengths can be supported by Cisco SRSV. digital networtdng, or VPIM with other Cisco voice-messaging

products.

Cisco Unity Connection can be administered via GUI and CLI. Cisco Unity Connection RTMT provides a viewof the system

and a performance summary of the Cisco Unity Connection server. Port Viewerprovides a real-time viewof incoming calls. Users can access messages via TUI or GUI, and Cisco Unity Connection can notify users when new messages arrive.

For additional infonnation. refer to this resource:

•

Cisco Systems, Inc. FIMG Integration Guide for Cisco Unity Connection Release 8.x. San

Jose. California, February 2010.

http://\\^^v.cisco.corn/enAJS/docs/voicejp_comm/coimeclion/8x/integration7guide/pimg/c

ucintpimg.html.

Lesson 2

General Requirements for

Voice-Mail Integration

^

Overview

This lesson describes Cisco Unity Comiection integration options, including integration with

Cisco Unified Communications Manager, traditional PBXs, and other applications. The lesson

introduces Cisco Unity Connection features and gives an overview of how to size and deploy

Cisco Unity Express and Cisco Unity Connection in aCisco Unified Communications system

Objectives

Upon completing this lesson, you will be able to describe voice-mail integration options and

requirements. This ability includes being able to meet these objectives:

• Describe the integration options for Cisco Unity Connection and various call-processine

systems

• Describe the voice-messaging features of Cisco Unity Express and Cisco Unity Connection

• Describe the scenarios in which you can place Cisco Unity Express and Cisco Unity

Connection

•

Describe the call flows ofCisco Unity Connection invarious Cisco Unified

Communications system scenarios

Voice-Messaging Integration and

Synchronization

This topic describes the integration ofCisco Unity Connection with Cisco Unified

Communications Manager, traditional PBXs, and other applications.

The mail pilot and huntpilot are used to call the

voice-messaging system.

Voice-messaging traffic can be secured. SCCP integration uses port 2000 or 2448.

i

I

Cisco United CM * Cisco Unified Com mm leal Ions Manager

L

When integrating Cisco Unified Communications Manager with Cisco Unity Connection via

Skinnv Client Control Protocol (SCCP). use the Voice Mail Port Wizard in Cisco Unified

Communications Manager Administration. The Voice Mail Port Wizard asks for parameters

(such as number of voice-mail ports), automatically generates the voice-mail ports, and puts the

ports into the line group. The hunt list and hunt pilot need to be configured manually.

For the voice-mail profile and voice-mail pilot, use and modify the existing default entries.

which existfor all users in the Cisco Unified Communications Manager system.

When auser presses the Messages button, Cisco Unified Communications Manager looks up

the voice-mail profile and voice-mail pilot. For example, ifthe voice-mail pilot is configured

with the number 2100. then the Cisco Unified Communications Manager searches for a hunt

pilot that has the number 2100. The hunt pilot looks up its configured hunt list, which then

looks up the line group. The voice-mail ports then are used as defined in the line-group

parameter distribution mechanism; for example, round robin.

On the Cisco Unity Connection system, the call enters via the ports that are the counterparts of

the Cisco Unified Communications Manager voice-mail ports. The Cisco Unity Connection

ports can be configured for aspecific use. such as taking emails, setting the Message Waiting

Indicator (MWI). and so on.

You can control call routing—in other words, how calls come in and leave the Cisco Unity

Comiection system—via the portgroup or phone system.

Also. MWI must be configured with the same numbers—for example, 2110 for MWI on and

2111 for MWI off—on both sites. Cisco Unity Connection dials out the MWI number. The call

is extended to the Cisco Unified Communications Manager, which then dials the IP phone The

MWI is turned on or off. You can also manually dial numbers to test whether the MWI

numbers can reach the IP phones; class ofservice (CoS) might prevent this behavior.

The SCCP integration uses port 2000, which is the standard SCCP port. IP phones also use this

port: for example, to communicate with Cisco Unified Communications Manager The

communication between the IP phone and Cisco Unity Connection can be secured (on port

2448). which requires the use of certificates.

52010 Cisco Systems, Inc.

Cisco Unity Connection SIP Integration

1-20

Cisco Unified Communications Manager and Session Initiation Protocol (SIP) integration

requires fewer configuration elements that SCCP integration requires.

The voice-mail pilot and a route pattern are used to call the

voice-messaging system.

Voice-messaging traffic can be secured. SIP integration uses port5060 or 5061.

No explicit MWI numbers are required.

e

_i

j

Cisco Untied CM =Cisco Unified Commiiricatons Manager |

When integrating Cisco Unified Communications Manager with SIP, you must first create a

SIP trunk security profile. The SIP trunk, which points to the Cisco Unity Connection system.

uses this profile.

Instead of ahunt pilot, aroute pattern (with, for example, the number 2100) is configured. The

voice-mail profile and voice-mail pilot are used as they are in SCCP integration. When auser

presses the Messages button on the IP phone, Cisco Unified Communications Manager takes

the number that is configured in the voice-mail pilot (for example, 2100), then searches for a

route pattern that has that number. Cisco Unified Communications Manager then reaches Cisco

Unity Connection via the SIP trunk. The number of ports is undefined in Cisco Unified

Communications Manager.

On the Cisco Unity Connection system, the elements that are used for SIP integration are more

or less the same compared to the elements that are used for SCCP integration. The ports are

configured to register with aSIP server, which is the Cisco Unified Communications Manager.

The number ofports is specified in the Cisco Unity Connection system only.

MWI handling is different in SCCP and SIP integrations. SIP integration does not use explicit

numbers for MWI on or MWI off.

SIP integration uses port 5060, which is the standard SIP port; IP phones also use this port; for

example to communicate with Cisco Unified Communications Manager. Ihe communication

between the IP phone and Cisco Unity Connection can be secured by using port 5061.

*•

Digital Integration with Cisco Unity PIMG Units

Legacy phone systems can send call infonnation, MWI requests, and voice connections through

the digital lines. ITiese lines connect the legacy phone system to the Cisco Unity PBX IP Media

Gateway (PIMG) units. The Cisco Unity PIMG units use SIP to communicate with the

Cisco Unity Connection server through the LAN or WAN.

Digital Integration with Cisco Unity FIMG Units

1The PBX sends call information. MVU requests, orvoice

connections.

TheCisco Unity PIMG unit transmits the information via SIP

to Cisco Unity Connection.

Analog lines can be used to transmit information via dual

tone multifrequency (DTMF) tones.

Qgfal Lines

PBX Cisco UnityPIMG Unit

LAN or WAN

Cisco Unity Conleclton

Cisco Unity PIMG products are integration devices that offer aL

between Cisco Unity Connection servers and an existing, traditU

an 8-port, stackable integration device that emulates adigital or!

PBXside, '

fgh-quality connection

ml PBX. Cisco Unity PIMG is lalogphone (station)on the

52010Cisco Systems. Inc.

Supported Phone Systems for Cisco Unity PIMG Integrations

Cisco Unity Connection supports Cisco Unity PIMG integrations with several phone systems.

Added support on a regular basis

Avaya Definity G3 Avaya Oefinity ProLogix

Avaya S8300. Avaya S8500, and Avaya S8700

Mitel SX-200 Mitel SX-2000 NEC NEAX 2400 Nortel MerirJan 1 RDlm 9751 9005 Rolm9751 9006

&emensHiccm300E (European) DTMF (analog) SiemensHicom 300-senes E (NorthAmerican) Digital

Digital

Dgital

Digital Digital Dgital

Cisco Unity PIMG integration provides these integration features:

Call forward to personal greeting

Call forward to busy greeting

Caller ID

L-asy message access Identified user messaging MWI

Message access is simplified because Cisco Unity Connection identifies the user according to

the extension from which a call originates. Therefore, the user can retrieve messages without

entering an ID. although apassword miglit be required. Also, Cisco Unity Connection can

identify auser who leaves amessage during acall, based on the extension from which a

forwarded internal call originates.

Cisco Unity Connection can be integrated with two or more phone systems at one time. For

infonnation about the maximum supported combinations and instructions for integrating

Cisco Unity Connection with multiple phone systems, see the Multiple Phone System

Integration Guide for Cisco I'nitr Connection Release 8.x at

http^www.cisco.com/enmS/docsA'oi^

tegratiorVcuc8xintmultiple.html.

Microsoft Exchange Integration

Cisco Unity Connection can interface with Microsoft Exchange Server through Internet Message Access Protocol (IMAP), which permits users to access email over the phone.

Cisco Unity Connection uses:

• IMAP, to access email messages and read them over the phone, via text-to-speech

• WebDAVor WebS^s API. to access the calendar for free or busy status and personal contacts for name dialing

My Personal

Contaa*

Appointment

Information

Web-based Distributed Authoring and Versioning (WebDAV) provides access to calendars and personal contacts for Microsoft Exchange Server 2003.

The Web Services application programming interface (WebSvcs API) provides access to calendars and personal contacts for Microsoft Exchange 2007.

IMAP allows access to or sharing of messages that reside on a mail server. IMAP allows a

client to access remotemessagestores as if those stores were local. With IMAP, messages do not need to be transferred betweencomputers. Messaging Application Programming Interface

(MAPI) allows the sending of messages from within another application and allows the creation

of attachments. Typical programs that use MAPI includeword processors and spreadsheets.

User-Creation Options

You can administer new users in Cisco Unity Connection in many ways.

Cisco Unity Connection users can be implemented in various ways:

1

\

1

\

I

T

'Cisco Unified CM - Cisco Unified Communications Manager

User templates support manual configuration of new users. You can create multiple users in

bulk by importing data from a .csv file. Alternatively, you can import users from Microsoft

Active Directory or a Cisco Unified Communications Manager server.

Users cim also be migrated from Cisco Unity. Administrators can use the Consolidated Object

Backup and Restore Application Suite (COBRAS) to migrate users, with or without their messages, from a Cisco Unity system to a Cisco Unity Connection system.

—

COBRAS Features

COBRAS is a set of tools that administrators can use to back up all subscriber, call-handler, public-distribution list, schedule, and routing-rule information. Administrators can also use COBRAS to restore some or all of that information to another Cisco Unity or Cisco Unity

Connection server.

COBRAS Features

COBRAS performs object-oriented exports and imports:

• COBRAS can import individual objects with related information, such as

deleted mail for a single user.

* COBRAS provides migration services from specific versions of Cisco Unity and Cisco Unity Connection to Cisco Unity Connection Version 8.0. • Each platform and version require a specific COBRAS application version

for both export and import operations/

1 Find the most recent versions at > .

Mgratbn Example

COBRAS Export Cisco Unity 5.0

COBRAS Impcrt

Cisco Unity Connection 8.0

COBRAS is specifically designed to allow partial restorations, restorations to versions or

products that are different than the source, and mergesof data from muhiple systembackups.

COBRAS does not provide the same functionality as CiscoUnity Disaster Recovery Tools

(DiRT). You cannotuse COBRAS to performa completebackup of the entire Cisco Unity

database and restore it, as a whole, to a new server. For information about supported versions of

COBRAS, visit http://www.cisco.com or http://www.ciscoiinttytools.coni.

Voice-Messaging Features

This topic describes Ihe Cisco Unity Express and Cisco Unity Connection features that will he

discussed in more detail in the "Implementation of Cisco Unity Connection in a Cisco Unified Communications Manager Environment" module.

lime Z011&& and hehediifes

Time synchronization affects time zones and schedules: • Time zones are required for multiple time-zone rollouts.

- Schedules define business hours.

> In addition, holiday lists can be configured.

H

Time Zone+5 UTC

Message Left at

1233

-* 'rt,^ li!V:fcZone -3 UK

Business Hours

09.00-17 00

Non-Business Hairs and

Holidays, Christmas, etc

Time synchronization is important (and mandatory) for most applications. For a Cisco Unity Connection deployment that crosses multiple time zones, the time zones must be specified so that the messages are time-stamped with the correct time. Mailboxes or call handlers can be enabled only for business hours or for all hours. In addition, specific call handling can be configured for after business hours or for holidays.

Message Notifications and Restriction Tables

By default, standard message notification on Cisco Unity Connection is the MWI on the IP

phone. For mobile users, additional notifications can be set up.

Users can be notified if new messages are left: * Restriction tables define the calling rights.

* CSSs are not user-individual. * Notifications calls ask for a PIN.

MWI On or Off

Restriction Table for International Calls on a Per-User Basis Restriction '" Table""' Phone (Home, Mobile) Psger Email

(Business or Private Address)

Notification devices are phones, pagers, or email mailboxes. As manyas three phone devices

canbe defined per Cisco Unity Connection user. As soonas a voicemessage is leftfor the user,

the CiscoUnity Connection callsthe specified device; for example, the mobile number of

message recipient. When the user answers the notification call,Cisco Unity Connection

informs the user about the new voice message and asks the user to enter a PIN. After entering

the PIN. the message is played and the MWI is turned off.

An email, with the messageattachedas a .wav file, can be sent to any email address. However,

if the enduser listens to a message that was sent viaemail, theMWI cannot be synchronized

with the IP phone. On IMAP clients, the MWI is synchronized afterthe recipient listens to the

.wav file.

User templates allow you to enable notification devices, but the user or an administrator needs

to configure the notification-device addresses; for example, mobile phone numbers or external

email addresses. Toprevent a user from calling to international numbers, set uptherestriction

tableto block cost-intensive calls. Thisrestriction is usually seton a system level but can be

individualized per user.

) 2010 Cisco Systems, Inc _{Introduction to Voice Mail}

Cisco Unity Connection Call Handler

In Cisco Unity Connection call management, three different kinds of call handlers can be selected.

System call handlers are used for greetings and can offer the caller differentcall actionsper

digit selection. Directory call handlers allow callers to search for users on the Cisco Unity Connection system or connected voice-messaging systems.

The interview call handler asks a customer questions and records the answers of the callers. The recorded message can be sent to any voice-mail user.

Three system call handlers are precon figured: goodbye, opening greeting, and operator. When a

user who is not a subscriber or who does not transmit the calling number dials the general

voice-messaging system number, the caller hears the opening greeting. The user is offered the

option to enter an ID and PIN to log in to a personalmailbox.

Cisco Unity Connection Dial Plan

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

Cisco Unity Connection Dial Plan

The dial plan in Cisco Unity Connection is similar to

the dial plan in Cisco Unified Communications

Manager:

• By default, all users are inthe same default partition.

• A search space includes partitions.

• For example, a directorycall handler allows callers to dial

users via the search spaces.

These entities can be compared to Cisco Unified Communications Manager partitions and

callingsearchspaces (CSSs).

•

During the installation ofCisco Unity Connection, a name must be entered. This name is

the default name of the preconfigured partition and search space. Both are preselected in

the user and call handler templates, so all new users or call handlers will belong to this

default partition and be assigned this default search space.

•

Asearch space can be used to control where a directory call handler—and thus the

caller-can search for users when, for example, the caller selects the option todial a user ortosend

a message. The search space can limit the caller to search on the current server only, on all

servers, or in certain partitions only.

• For example, in amultisite scenario, the administrator can create adirectory call handler

for each location. These site-specific directory call handlers can search for users only in the

current site, not in the complete company directory. In another example, the administrator

could place managers in amanager partition and create adirectory call handler that

prevents external users from dialing themanagers directly.

>2010 Cisco Systems, Inc

Class of Service

The tennCoS can be misleading. Thetenn has nothing to do with CoS as it exists in Cisco

Unified Communications Manager, or with quality of service (QoS).

Class of Service defines which feature can be used by Cisco Unity

Connection users, for example:

-c

•Cisco Unified PC = Cisco Unified Persona Communicator

Rather, CoS describes which features Cisco Unity Connection users can use. The two default

CoS profiles are System and Voice Mail User. The Voice Mail User CoS supports these

settings by default:

•

Timers allow the voice recording of a name, at a maximum length of 30seconds. The

maximum length for greetings is90 seconds, and the maximum message length is 300

seconds.

•

Us,ers are listed inthe directory sothat they can be found when callers search for them;

tot-example, via a directory call handler.

•

Features that can be licensed aredisabled; for example, access to voice mail viaan IMAP

client or Cisco Unity Inbox.

* Features that might generate additional costs, such as transfer rules, are disabled: for

example. Cisco Unified Personal Communicator.

• Only an administrator can set the alternate extensions; otherwise, the feature might open a

security hole within the Cisco Unified Communications solution.

• The number of private distribution lists and the members per private distribution list can be

limited.

•

Call Transfer for outgoing ortransferred calls can berestricted.

Cisco Unity Express vs. Cisco Unity Connection

The figure compares Cisco Unity Express and Cisco Unity Connection.

Cisco Unity Express vs. Cesco Unity

Connection

• Cisco Unity Express modules can be inserted into Cisco Integrated Services Router (ISR) G2 Series routers.

• Cisco Unity Connection is installed on a Cisco appliance.

Users Messaging Platform 300 Voice-mail integrated Router-based Redundancy No Digital Networking No VRM Networking Yes 20,000 per server Voice-mail integrated Linux server-based (VMware Support) Active /active Yes Yes

Cisco Unity Express is a cost-effective, integrated voice-messaging and auto-attendant solution

for branch- and small-office environments.

Cisco Unity Connection is avoice-mail system that runs on an easy-to-manage Linux platform

for enterprise and midmarket customers.

) 2010 Cisco Systems, Inc.

Voice-Messaging Feature Comparison

The figure shows anoverview of some features that are supported onboth or either the

voice-messaging systems.

r x&**JU£*Mi&*&tZa' £»*

\!e\u

Supports Cisco Unified PC"

AC Integration Calendar Integration

Search Spaces and Partitions

Secure Messaging

Cisco Unified MG" Support

VPIM DiBtnbulionLists Message Notification Scnpt Editing No No No No No Yes Yes Yes Yes Yes •Cisco Unrfied PC = Cisco Unfed Personal Comminicator

"Cisco Unified MG - Cisco Unfed Messaijng Gateway

Yes Yes Yes Yes Yes Yes Yes Yes Yes No

The general features—such as distribution lists, message notification, and so on—are supported

on both voice-messaging systems. Cisco Unity Connection has more options for integration to

other applications. Cisco Unity Express has a large advantage in the script editing feature.

Formore information refer to thedocument Cisco Messaging Products: Feature Comparison at

http:'/www.Cisco. conv'enAJS/prod/coHatcral/voicesw/ps.67i{9/pb5745/pi>2237/

product data_sheut0900aecd8tH)bfc37_ps5520.Producti_Dala Sheet.html.

Cisco Unity Express Script Editing

The Cisco Unity Express Script Editoris likethe CiscoUnified Contact Center Express Script

Editor; most steps aresupported. Youcan download and modify the existing default scripts.

Cisco Unity Express Script Editing

Cisco Unity Express supports script editing:

• Similar to Cisco Unified Contact Center Express scripting • Uses the Cisco Unity Express Script Editor

• ft J 1 w U a 3 - a :!•-•'-• EH • _j -'"•> •H • j : h c m " mm • '_J "m •Bf - j •-"*•- HM

SHcr

f*8

The upper-left part of the figure shows the step palette, with General steps, Session steps, Contact steps, and so on. These steps can be dragged and dropped to the script window in the upper-right of the figure.

Variables, such as string variables, integer variables, and prompt variables, can be defined in

the lower left. In the lower-left bottom is the debugging window, which shows logical errors (such as variable not used) or errors that are found during reactive debugging.

The standard auto-attendant script can be modified; for example, so that calls from a certain

country are transferred directly to a support number. Knowledge of programming languages is helpful when writing and modifying the scripts.

Default Auto-Attendant Script

The default auto-attendant script comes with the installation of the Cisco Unity Express Script

Editor and can be modified easily. 'Hie default script welcomes callers and offers to dial by

name, dial by extension number, or connect to the operator.

1-3-1 J.IIU.ll.liai.ill!IU|l.M.Ul.l)t.<.lil.nill.i..n.^^l V * ta row*wa>- n t iYat 0 « .]*—'• - , „ ,**„„,. iruA'.s.^; • s.* ..^.r-^v - 5=1** ,~vd--*ti«i > . J . jn. • 1^ ''Kd.Ata^^tMt.j^i-"J -rfV-Cta..Pf.^^,^*^, — . - . " - " . r . _{[3 ' ^ «[*...•*'-«, .*.«} *>•- ^™^*"" """«'"•" •"•"•^••"•™ ^ .«**(_«*=•*! p,„^i mp *n—f l.o'^i 'iyi' 1j-» r-.,« + -, -'*,/ — -*,-^J.Pl,r(H-Fi| • T :••««-!••"-™-.™' - w i i " . . ' ««,.,.»• „. .- :~'Hn,. - ^ St '» 4.<»,f™.™- T™..,r.,,., »™,.,rf,»„.L

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a *_....„... 3 - « - _ ™ . ! I-*-* ' u -J* iii.t • - ! —A . '•.-tl ^ , v „ ^ -,, , "•*• =•"! _ * (..-el ; ur-J f.-,. " ' " " ' "

If—as described earlier—callers from the country code +49 shouldbe filtered and directly

transferred, then the Ciet Call Contact hifo step, which reads out the calling number, is inserted.

The calling number is written into a stringvariable. An If stepcompares the country codeof the

caller, which is saved in the string variable, with the predefined value +49. If the calling number is from Germany, then a specific action can be taken; for example the Call Redirect step to transfer the call. Otherwise, the default script is executed.

Subflows (the Call Subflowstep) also can be integrated, to use other scripts or routines, as in modular programming.

Voice-Messaging System Design

This topic describes how to size and deploy Cisco Unity Express and Cisco Unity Connection

in different scenarios.

Sizing and Scaling Cisco Unit

Connection Servers

\AAien sizing Cisco Unity Connection servers, some

input values need to be specified.

Acall in any audio codec format that Cisco Unity Connection SCCP or SIP signaling supports

is always transcoded to pulse code modulation (PCM) linear. Supported codecs in Cisco Unity

Connection are G.711 mu-law, G.711 a-law, G.722, G.729, and Internet Low Bitrate Codec

(iLBC).

From PCM linear, the recording is encoded in the recording format that isspecified in Cisco

Unity Connection Administration, under System Settings >General Configuration. The

recordings can be encoded inPCM linear, G.711 mu-law, G.711 a-law, G.729A G726 or

GSM06.10;G.7I1 mu-law is the default.

Because transcoding occurs in every connection, there is little difference in system impact

when the line codec differs from the recording codec. For example, using G.729A as the line

codec and G.711 mu-law as the recording codec does not place asignificant additional load on

the Cisco Unity Connection server for transcoding. However, the iLBC and G.722 codecs

require more computation totranscode and therefore place a significant additional load onthe

Cisco Unity Connection server.

Note

_{ACisco Unity Connection server cansupport only half as many G.722 oriLBC connections}

as G.711 mu-law connections.

To determine the number and configuration of voice-messaging ports that are required,

considerthe following factors:

• The existing voice-messaging system: Evaluate how well the existing voice-messaging

system functions, ifapplicable. This evaluation might give the designer some idea ofhow

many ports are needed for taking voice messages, for turning MWIs onand off, and for

message notification.

) 2010 Cisco Systems. Inc.

•

Use of Cisco Unity Inbox or Cisco Unity Connection ViewMail for Microsoft Outlook:

Cisco Unity Connection uses Telephone Record and Playback (TRAP) toallow users ofthe

Cisco Unity Inbox web client orCisco Unity Connection ViewMail for Microsoft Outlook

client toplay and record voice messages by phone rather than by using speakers and a

microphone. This feature is especially helpn.il for users who work incubicles, where there

is a lack of privacy. However, when a user uses TRAP to play or record a message, a port

on the Cisco Unity Connection server is used. (No port is used when a user uses speakers

and a microphone toplay and record messages.) Ifthe customer wants users touse TRAP.

calculations for the total numberof requiredvoice ports will need to take this need into account.

•

Cisco Unity Connection cluster: In some cases, an existing voice-messaging system has

more voice-messaging ports than Cisco Unity Connection supports. When configured as a

Cisco Unity Connection cluster (an active-active, high-availability Cisco Unity Connection

server pair), the Cisco Unity Connection system can support twice the number

ofvoice-messaging ports, compared to a single-server deployment.

•

Digital networking: The customer can purchase additional Cisco Unity Connection servers

or Cisco Unity Connection cluster pairs. The customer can use digital networking to

connect these pairsand increase the number of supported voiceports.

For Cisco Unity Connection systems that are configured to store voice mails only (not emails or

faxes), base the server requirements on the total number ofvoice-storage minutes that are

required for each user, Asupported Cisco Unity Connection server generally provides storage

for at least 20to 30minutes ofvoice messages peruser, for the maximum number of supported

users on that server. For theexact amount of voice-message storage that is supported for each

server, see the Cisco Unity Connection 8.0 Supported Platforms List at

http://vv'vv'W'.cisco.coni/eii/US/docs/voicejp_conim/connection/8x/supported_platfonns/8xcucs

pi.html.

Active-Active, High-Availability Deployment

High availability and disaster recovery are two primary customer requirements for preserving

voice-mail services in the event ofa Cisco Unity Connection system outage or disaster.

Active-Active High-AvailabNity

Cisco Unity Connection supports high availability and

redundancy:

' A maximum oftwo servers are supported ina clusterpair.

* One server is designated as a publisher.

• Thesecond server is designated as a subscriberor secondary server.

Cisco Unity Connection supports atwo-server, active-active, high-availability solution to

provide high availability and redundancy for voice messaging within a LAN site. Both servers

in the active-active pair run Cisco Unity Connection; both accept calls, as well as HTTP and

IMAP requests. Ifonly one server in the server pair is active, then Cisco Unity Connection

preserves the majority ofthe end-user functionality, including voice calls, HTTP requests, and

IMAP requests. Lower-port capacity isavailable for taking voice calls.

One Cisco Unity Connection server is designated as the publisher node in the server pair. The

other Cisco Unity Connection server is designated as the subscriber node in the server pair. The

role separation is consistent with the Cisco Unified Communications Manager clustering

scheme, in which there is always one publisher and multiple subscribers. However, in Cisco

Unity Connection, only two servers are supported for active-active, high availability. Each

Cisco Unity Connection server maintains its own directory and message database.

©2010 Cisco Systems, Inc.