From the Library of David Alfaro Cordova

Cisco Unity Fundamentals

Brian Morgan, CCIE No. 4865

Moises Gonzalez

Cisco Press
800 East 96th Street
Indianapolis, IN 46240 USA

From the Library of David Alfaro Cordova

ii

Cisco Unity Fundamentals

Brian Morgan, CCIE No. 4865 and Moises Gonzalez
Copyright © 2005 Cisco Systems, Inc.
Published by:
Cisco Press
800 East 96th Street
Indianapolis, IN 46240 USA
All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording, or by any information storage and retrieval system, without written per-
mission from the publisher, except for the inclusion of brief quotations in a review.
Printed in the United States of America 2 3 4 5 6 7 8 9 0
Second Printing February 2006
Library of Congress Cataloging-in-Publication Number: 2002104804
ISBN: 1-58705-098-6

Warning and Disclaimer

This book is designed to provide information about the fundamental aspects of Cisco Unity messaging services. Every
effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied.
The information is provided on an “as is” basis. The authors, Cisco Press, and Cisco Systems, Inc. shall have neither lia-
bility nor responsibility to any person or entity with respect to any loss or damages arising from the information con-
tained in this book or from the use of the discs or programs that may accompany it.
The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc.

Trademark Acknowledgments
All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized.
Cisco Press or Cisco Systems, Inc., cannot attest to the accuracy of this information. Use of a term in this book should
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From the Library of David Alfaro Cordova

 iii

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iv

About the Authors

Brian Morgan, CCIE No. 4865, is a certified Cisco Systems instructor as well as a CCSI certified to teach ICND, BSCI,
CUSE, CUSA, CVOICE, BCRAN, CBCR, CIT CATM, and various customized CCIE Bootcamp courses.
He’s been active in the networking industry for more than 14 years. Prior to teaching, Brian spent a number of years with
IBM in Network Services where he attained MCNE and MCSE certifications. He was involved with a number of larger
LAN/WAN installations for many of IBM’s Fortune 500 clients.
Brian is currently working with Paranet Solutions, a renowned nationwide professional services firm.
Brian is the proud father of fraternal twin girls (Amanda and Emma) and husband to Beth. His hobbies include spending
time with his family and friends as well as scuba diving and writing the occasional book.
Moises Gonzalez is a Cisco AVVID test engineer for the Cisco System IP Communications Business Unit, where he
focuses on testing Cisco CallManager with Cisco Unity and other voice-mail systems. Since joining Cisco, Moises has
written comprehensive technical documentation for Cisco Systems. He has more than 10 years of networking and tele-
communications experience. Prior to joining Cisco Systems, Moises tested and provided third-level support for the
Unity product as well as other products. Moises has also been an instructor for CTI-based solutions. He has an MCSE,
CNE, Unity Engineer certifications, and has passed the Cisco IP Telephony (CIPT) exam.

About the Technical Reviewers

Jeremy Cioara, CCIE No. 11,727 is a Cisco network instructor at Interface Technical Training ([Link]),
where he teaches courses on IP Telephony, CCNP, and CCIE lab preparation. He has focused on network technologies
for more than a decade. During this time, he has achieved many certifications including CCIE, MCSE, and CNE. Some
of his field work includes network design and consulting at MicroAge, Qwest, and Health Dialog. He is currently focus-
ing on technical instruction and authoring on topics including Cisco IP telephony, routing, and switching.
Mike Ciarfello is a senior consultant for an upstate New York Cisco GOLD certified Partner network consulting and
integration firm. Throughout his more than 8 years of industry experience, Mike has been through the gauntlet of the
computer industry, starting with PC and application support, then moving into the network operating systems arena, in
which he obtained his Novell Master CNE. He then transitioned into the LAN and WAN arena, obtaining CCNA,
CCDA, CCDP, CCNP, and CCIE written certifications or tests. Mike currently specializes in voice over IP and IP Tele-
phony solutions and is holding or pursuing certifications from multiple vendors. Mike also has a very broad array of cli-
ents ranging from small to medium businesses to Fortune 500 companies, including various national and international
enterprise clients, telecommunications providers, and Internet-backbone providers.
Jim Rzegocki is the training manager for the Cisco Enterprise Communications Software Business Unit (ECSBU), the
group within Cisco that makes Cisco Unity. He is responsible for developing training materials and certification exams
for Cisco Unity, as well as providing classes and training material for Cisco Personal Assistant. Jim also works closely
with ECSBU trainers to provide customized, focused classes on Cisco Unity on a worldwide basis for Cisco employees,
partners, and end users.
Jim has been at Cisco for 3 years and has worked for more than 16 years developing training materials for computer
hardware and software companies. He has been a professional educator for 29 years with certification to teach in three
states.
Martin Walshaw, CCIE No. 5629,CISSP, CCNP, CCDP, CCSP is a Systems Engineer working for Cisco Systems in the
Enterprise Line of Business in South Africa. His areas of specialty include Convergence, Security & Content Delivery
Networking, which keeps him busy both night and day. During the last 15 years or so Martin has dabbled in many
aspects of the IT Industry, ranging from Programming in RPG III and Cobol to PC Sales. When Martin is not working,
he likes to spend all of his available time with his patient wife Val, and his sons Joshua and Callum. Without their
patience, understanding and support projects such as this would not be possible.

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Acknowledgments
Brian Morgan:
I would like to give special recognition to Amy Moss. Her understanding and patient assistance throughout this project
is nothing short of miraculous.
Thanks to Moises Gonzalez for picking up the project and making it what it is. He put in a great deal of effort above and
beyond the call.
A big “thank you” goes out to the production team for this book. Jim Schachterle, Christopher Cleveland, and Dan
Young have been incredibly professional (not to mention patient) and a pleasure to work with. I couldn’t have asked for
a finer team. It was great to be reunited with Chris and Dan for this project.
I’d like to acknowledge the work of the technical edit team of Jeremy Cioara, Michael Ciarfello, Jim Rzegocki, and
Martin Walshaw.
Although mentioned in the dedication, I think I’d be remiss in failing to acknowledge the support and encouragement
provided by my wife, Beth, throughout the duration of the project.
Moises Gonzalez:
I would like to acknowledge the following people: Michael Kale, Michael McCann, Bill Baldwin, Chris McAlpin, Jeff
Lindborg, Marquis Harper, Jennifer Baldwin, Steve Oliver, Betty Mai, Dennis Kurian, Jack Lungrattanasang, and T.J.
Garner for their technical expertise; Cliff Chew, Nancy Griffin, and Becky Rodriguez for their support; and Anne Smith
and Dan Young for guiding me through the development of this book.
Both authors would like to acknowledge the following contributors to documents that were important to the quality of
this book: John Albee, Peter Bosco, and Jim Rzegocki.

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vi

Dedications
Brian Morgan:
This book is dedicated to Beth, Emma, and Amanda. Thank you for making me complete and putting up with the time-
lines and deadlines associated with the creation of this book.

Moises Gonzalez:
This book is dedicated to my family and friends. My mother for teaching me to be strong, to always try harder, and for
always giving me her encouragement. My dad for his dedication to his family and for giving me the discipline to accom-
plish my dreams. Blas (Eddie), Juliza, Evelyn, and Ninive for setting a good example as brothers and sisters. Travis and
Juan who have shown me what friends really are with their support. A special dedication to my sister Ninive, for her
support, motivation, friendship, and encouragement to continue finding new challenges.

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Contents at a Glance
Introduction xviii
Part I Cisco Unity Administration 3
Chapter 1 Cisco Unified Communications System Fundamentals 5
Chapter 2 Using Your Cisco Unified Communications System 45
Chapter 3 Setting Up Cisco Unified Communications 67
Chapter 4 Unified Communications Subscribers 97
Chapter 5 Cisco Unified Communications System Customization 121
Chapter 6 Cisco Unified Communications System Maintenance 149
Part II Cisco Unity Engineering 173
Chapter 7 Understanding Cisco Unified Communications System Hardware 175
Chapter 8 Cisco Unified Communications System Software 195
Chapter 9 Cisco Unified Communications Integrations 235
Chapter 10 Unified Communications Networking 255
Chapter 11 Unified Communications Backup and Utilities 321
Appendix A Chapter Review Questions 357
Index 375

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Table of Contents
Introduction xviii
Part I Cisco Unity Administration 3
Chapter 1 Cisco Unified Communications System Fundamentals 5
Understanding Cisco Unity’s Call Flow Essentials 5
Outside Caller Call Flow 5
Subscriber Call Flow 7
Cisco PA Outside Caller Call Flow 8
Cisco PA Subscriber Call Flow 10
Understanding Unified Communications Integrations 11
Communications Integration 11
Integration Attributes 12
Telephone System Integrations with Cisco Unity 13
Cisco CallManager and Cisco PA Integration 14
Understanding Cisco Unity Features 15
Using Cisco Unity Standard Features 15
Voice Mail 16
Automated Attendant 16
Audiotext Application 17
System Administration Web Page 19
Cisco PCA 20
CUA 21
RSA Security or Enhanced Phone Security 23
CUGA 24
FlexLM 24
Live Reply 25
Flex Stack 25
12- to 24-Hour Support 26
CUSPA 26
CUICA 26
DVD Installation 26
Multiple Directory Handlers 27
SIP Support 27
EMEA Voice Board Support 28
Digital Networking 28
Using Cisco Unity Optional Features 29
Unified Messaging 29
Integrated Faxing 29
Text-to-Speech Feature 30
Localized Versions 30
Using Cisco Unity Optional Networking Features 32
AMIS-a Networking 32

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Voice Profile for Internet Messaging 33

Bridge Networking 33
Using Cisco PA Standard Features 34
Follow Me 34
Name Dialing 34
Name Synchronization 34
Mail Browser 35
Web-Based User Administration 35
Web-Based System Administration 36
Rules-Based Routing 37
Speech Recognition 39
Using Cisco PA Optional Features 40
Localizations 41
IP Phone Productivity Services 41
Chapter Summary 42
Chapter Review Questions 43
Chapter 2 Using Your Cisco Unified Communications System 45
Using Cisco Unity 45
Managing Calls 46
Understanding the TUI 46
Defining Subscribers 48
Using ViewMail for Microsoft Outlook 55
Using DUCS for Lotus Notes 57
Customizing VMO 58
Understanding Cisco PCA 58
Understanding the Cisco Unity Assistant 59
Understanding Cisco PA Call Flow 61
Understanding Cisco PA Speech Recognition 62
Using PA-Driven Voice Mail 63
Chapter Summary 63
Chapter Review Questions 64
Chapter 3 Setting Up Cisco Unified Communications 67
Using the Cisco Unity System Administrator 67
Defining the Navigation Bar 69
Defining the Title Strip 71
Defining the Page Body 71
Protecting System Administration 71
Using Onscreen Help 74
Using Cisco Unity Media Master 75

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x

Configuring a Cisco Unity System 76

Creating a Cisco Unity Task List 77
Understanding Configuration Settings 78
Replicating Cisco Unity Directory Objects 78
Managing Calls Using System Schedules 85
Using Holiday Settings 86
Licensing 86
Setting Up Authentication 88
Integrating Cisco CallManager 91
Changing the Opening Greeting 92
Configuring the Directory Handler 93
Configuring the Operator Handler 94
Chapter Summary 94
Chapter Review Questions 95
Chapter 4 Unified Communications Subscribers 97
Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings 97
Setting Account Policy 98
Describing COS 98
Distribution Lists 101
Creating Subscriber Templates 101
Understanding the Profile Page 104
Setting Account Settings 104
Creating Passwords 105
Setting Conversation Options 105
Setting Call Transfer Options 105
Setting Greetings 106
Configuring Caller Input 106
Setting Messages 107
Creating Distribution Lists 107
Setting Message Notification Options 107
Understanding COS Settings and Subscriber Interactions 107
Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings 108
Setting Subscriber Accounts Versus Subscriber Templates 108
Using Private Lists 109
Using Alternate Extensions 109
Using Message Notifications 110
Creating Default Cisco Unity Accounts 111
Adding Cisco Unity Subscribers 112
Adding Subscribers 115
Deleting Subscribers 116
Chapter Summary 117
Chapter Review Questions 117

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Chapter 5 Cisco Unified Communications System Customization 121

Understanding Cisco Unity Call Handlers 121
Defining Default Call Handlers 122
Customizing Default Call Handlers 124
Using Special Call Handlers 124
Using the Directory Call Handler 125
Using the Interview Handler 126
Using User-Defined Call Handlers 127
Customizing Call Handler Settings 128
Using Profile Settings 129
Using Call Transfer Settings 131
Using Greeting Settings 133
Using Caller Input Settings 136
Using Message Settings 138
Planning Call Handler Use 140
Routing Callers by Using One-Key Dialing 140
Creating a Call Management Map 140
Defining Call Routing Rules 142
Using Direct Calls 144
Using Forwarded Calls 145
Chapter Summary 146
Chapter Review Questions 146
Chapter 6 Cisco Unified Communications System Maintenance 149
Understanding Cisco Unity System Monitoring and Maintenance 149
Defining Cisco Real-Time Monitoring Tools 149
Knowing When to Use Cisco Real-Time Monitoring Tools 150
Using Status Monitor (HTML) 150
Understanding the System Status Page 151
The Ports Page 152
The Reports Page 152
The Disk Drives Page 152
Using the Status Monitor Program 152
Maintaining a Cisco Unity Server 154
Cisco Unity Additional Maintenance Resources 158
Understanding Cisco Unified Communications System Reporting 159
Defining Cisco Unity Reporting Tools 159
Knowing When to Use Cisco Reporting Tools 159
Specifying Settings on Cisco Unity Administrator Reports 160
Using Cisco Unity Subscriber Reports 161
Subscribers Reports 162
Subscriber Message Activity Reports 162
Distribution Lists Reports 163

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Failed Login Reports 163

Storage Usage Reports 164
Transfer Call Billing Reports 164
OutCall Billing Reports 164
Using Cisco Unity System Reports 165
Administrative Access Activity Reports 165
Event Log Reports 165
Port Usage Reports 166
System Configuration Reports 166
Unresolved References Reports 167
Call Handler Traffic Reports 167
AMIS Outbound Traffic Reports 167
AMIS Inbound Traffic Reports 168
Monitoring Performance Counters 168
Monitoring PA 169
Chapter Summary 170
Chapter Review Questions 170
Part II Cisco Unity Engineering 173
Chapter 7 Understanding Cisco Unified Communications System Hardware 175
Understanding Cisco Unity Server Hardware—Platform Overlays 175
Selecting Cisco Unity Voice Messaging and UM Configurations 178
Understanding Cisco Unity Server Physical Storage Configurations 179
Using Platform Overlay 1 180
Using Platform Overlay 2 180
Using Platform Overlay 3 181
Using Platform Overlay 4 181
Using Platform Overlay 5 182
Cisco Unity Supported Platforms List 182
Additional Hardware Considerations 183
Understanding Cisco PA Hardware Requirements 183
Using Unified Communication Voice Cards 187
Installing Voice Card Hardware 188
Installing Optional Hardware 190
Optional Supported Hardware 190
Optional Unsupported Hardware Configurations 191
Chapter Summary 192
Chapter Review Questions 192

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Chapter 8 Cisco Unified Communications System Software 195

Understanding the Cisco Unity for Exchange Architecture 195
Telephone Systems and Cisco Unity with Exchange 197
Understanding the Cisco Unity for Domino Architecture 202
Understanding Cisco PA Architecture 203
Understanding Unified Communications Software 204
Using System Software for Cisco Unity for Exchange 205
Cisco Unity Software Requirements with Exchange 205
Supported Microsoft Exchange Software with Cisco Unity 207
Cisco Unity Service Pack CD-ROM 208
Using System Software for Cisco Unity for Domino 209
Using System Software for Cisco PA 211
Using Client Software for Cisco Unity for Exchange 213
Using Client Software for Cisco Unity for Domino 214
Using Client Software for Cisco PA 215
Installing Cisco Unified Communications Software 217
Setting Up a Cisco Unity System 217
Using Cisco Unity Server Preparation Assistant 217
Using Cisco Unity Installation and Configuration Assistant 219
Using the Cisco Unity Permissions Wizard 220
Installing the License File Wizard 223
Configuring the Service Configuration Wizard 223
Setting Up the Message Store Configuration Wizard 224
Integrating Cisco Unity with Telephone Systems 224
Using Resources to Guide the Cisco Unity Installation 225
Installing the Cisco PA Software 226
Upgrading Cisco Unified Communications Software 227
Upgrading from Cisco Unity 2.4x or 3.x to Cisco Unity 4.0 227
Determining the Cisco Unity Software Version Number 228
Locating Cisco Unity Version Number 228
Locating the Cisco Unity-CM TSP Version Number 229
Upgrading from Cisco Unity 3.0 to Cisco Unity 4.0 229
Upgrading from Cisco Unity 3.0 Voice Mail (Exchange) to Cisco Unity 4.0 UM
(Domino) 230
Upgrading from Cisco PA 1.3 to Cisco PA 1.4 231
Chapter Summary 232
Chapter Review Questions 233

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Chapter 9 Cisco Unified Communications Integrations 235

Defining a Communications Systems Integration 235
Understanding the Attributes of Cisco Unified Communications Integrations 238
Integrating Cisco Unity and CCM 238
Integrating PA and CCM 239
Understanding the Types of Cisco Unified Communications Integrations 240
Integrating with IP 241
Integrating with DTMF 242
Integrating with SMDI 242
Integrating with PBXLink 243
Integrating with SIP 244
Integrating with Dual Phone Systems 245
Integrating with Telephone Systems 247
Using Messaging Ports in a Cisco Messaging System 247
Defining Messaging Ports Configuration Options 248
Configuring Messaging Ports 250
Chapter Summary 251
Chapter Review Questions 251
Chapter 10 Unified Communications Networking 255
Cisco Unity Networking Fundamentals 255
Defining Cisco Unity Networking 255
Understanding Cisco Unity Networking Communication Methods 257
Cisco Unity Digital Networking with IBM Lotus Domino 257
Understanding Cisco Unity for Exchange Networking 258
Using IVC for Exchange 259
Understanding Message Transfer and Directory Replication 259
Intrasite Messaging in Exchange 5.5 261
Intersite Message Passing and Directory Replication 263
Intrarouting Group Message Passing and Directory Replication 264
Routing Group Message Passing 266
Replicating AD 267
Network Subscribers 272
Internet Subscribers 272
AMIS Subscribers 272
VPIM Subscribers 273
Bridge Subscribers 273
Selecting Subscriber Addressing 274
Implementing Digital Networking in Cisco Unity 275
Understanding Location Objects and Digital Networking 275
Implementing Digital Networking 277
Setting Up Digital Networking 277
Using Search Options 278

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Understanding Dialing Domains 279

Understanding SMTP Networking 280
Using SMTP Networking 280
Setting Up SMTP Networking 282
Adding Internet Subscribers 284
Understanding VPIM Networking 287
VPIM Networking and VPIM Messages 287
Setting Up VPIM Networking 289
Understanding Location Objects and VPIM Networking 292
VPIM Networking and IVC 294
Adding VPIM Subscribers 295
Understanding AMIS Networking 296
Using AMIS Networking 297
Setting Up AMIS Networking 298
Assigning Port Usage and Schedules 301
Understanding the UAmis Mailbox 304
Delivering AMIS Messages 304
Understanding Location Objects and AMIS Networking 305
Using IVC and AMIS Networking 306
Adding AMIS Subscribers 306
Understanding Bridge Networking 307
Defining Bridge Networking 308
Setting Up Bridge Networking 310
Understanding the UOmni Mailbox 313
Translating Bridge Messages 314
Understanding Location Objects and Bridge Networking 314
Using IVC and Bridge Networking 315
Adding Bridge Subscribers 315
Chapter Summary 317
Chapter Review Questions 317
Chapter 11 Unified Communications Backup and Utilities 321
Backing Up Cisco Unity Systems 321
Understanding Administration Tools and Utilities 322
Using Audio Text Manager 323
Using Bulk Edit 324
Using Disaster Recovery Backup and Restore Tools 325
Using Failover Monitor 327
Using Migrate Subscriber Data Tool 328
Using the Cisco Unity Licensing Utility 330
Using Global Subscriber Manager 330

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xvi

Understanding Audio Management Tools and Utilities 332

Using Set Record Format 332
Using Set WAV Format 333
Using WaveGain 334
Understanding Diagnostic Tools and Utilities 335
Using Cisco Unity Data Link Explorer 335
Using Database Walker (dbWalker) 335
Using Event Monitoring Service 338
Using Cisco Unity Diagnostic Tool 339
Troubleshooting Using SysCheck 340
Understanding Reporting Tools and Utilities 341
Using Bridge Traffic Analyzer 342
Using Port Usage Analyzer 343
Using Gather Unity System Information 345
Understanding Unity Switch Integration Tools and Utilities 346
Using Call Viewer 346
Using the Switch Configuration Utility 347
Using Integration Monitor 348
Troubleshooting and Monitoring Cisco PA 349
Resolving Issues Encountered when Using PA 349
Monitoring Performance of PA 350
Collecting Call History, Trace, and Debug Information 351
Chapter Summary 353
Chapter Review Questions 354
Appendix A Chapter Review Questions 357
Index 375

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 xvii

Icons Used in This Book

You will see that through out this book various icons are used to show Cisco-specific and general networking devices,
peripherals and other items. The following legend explain what these icons represent.

PA

Communication PC Laptop File Cisco Personal

Server Server Assistant

PBX (Small) PBX (Small) CallManager IP Phone Phone 2

Cisco Unity
(Terminal)

Printer Router Catalyst Hub Modem

Switch

Network Cloud Line: Ethernet Line: Serial Line: Switched Serial

Line: Serial Line: Circuit-Serial

(Use Thicker (Use Thicker
Where There Where There
Is Space) Is Space)

Command Syntax Conventions

The conventions used to present command syntax in this book are the same conventions used in the IOS Command Ref-
erence. The Command Reference describes these conventions as follows:
• Boldface indicates commands and keywords that are entered literally as shown. In actual configuration exam-
ples and output (not general command syntax), boldface indicates commands that are manually input by the
user (such as a show command).
• Italics indicate arguments for which you supply actual values.
• Vertical bars (|) separate alternative, mutually exclusive elements.
• Square brackets [ ] indicate optional elements.
• Braces { } indicate a required choice.
• Braces within brackets [{ }] indicate a required choice within an optional element.

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xviii

Introduction
The goal of any book, this one included, is to provide a transport mechanism for the transfer of knowledge.
The knowledge and information presented herein is meant not only to provide a basis for learning the Cisco
Unity system but also to provide a somewhat comprehensive technical reference for future needs of Cisco
Unity administrators. The lack of a comprehensive hardcopy resource for Cisco Unity systems provided a
catalyst for the creation of this particular book.

Goals and Methods

The most important and somewhat obvious goal of this book is to provide you with a resource for learning
how to administer a Cisco Unity system environment. This book will provide key areas and notes of interest.
Also included are some things learned through experiences in a Cisco Unity environment. The authors hope
that the information provided herein will enable you to implement the Cisco Unity system with a minimum
of trouble.
One key methodology used in this book is to help you discover which important topics you need to review in
more depth, to help you fully understand and remember those details, and to help you prove to yourself that
you have retained your knowledge of those topics. So, this book does not simply assume that you will
memorize the information that is presented; instead it helps you to truly learn and understand the topics, by
providing the following:
• Explanations and information to fill in your knowledge gaps

Who Should Read This Book?

This book is designed to be a resource that covers information presented in the Cisco Unity System
Administration (CUSA) and Cisco Unity System Engineering (CUSE) courses. However, this book is meant
to be a technical resource as well.
Cisco Unity installers, administrators, and engineers are the primary intended audience. However, the
information is presented in a manner that makes it well suited to anyone who simply desires knowledge of
the functions and features offered by Cisco Unity.

How This Book Is Organized

Although this book could be read cover to cover, it is designed to be flexible and allow you to easily move
among chapters and sections of chapters to cover just the material that you need more work with. Chapters 1
through 11 are the core chapters and can be covered in any order. If you do intend to read them all, the order
in the book is an excellent sequence to use. Each section includes introductory text regarding the information
to follow as well as requisite knowledge recommended to fully benefit from the information to be presented.
The core chapters, Chapters 1 through 11, cover the following topics:
Chapter 1, “Cisco Unified Communications System Fundamentals,” provides an overview of Cisco Unity call
flow, Cisco Unity integration, and Cisco Unity features, as well as information regarding the features
included in the Cisco Personal Assistant.

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 xix

Chapter 2, “Using Your Cisco Unified Communications System,” introduces the basic administration tasks
and tools in Cisco Unity, along with a more in-depth discussion of the Cisco Personal Assistant.
Chapter 3, “Setting Up Cisco Unified Communications,” covers the Cisco Unity Administrator, the primary
tool that is used in the administration of the Cisco Unity environment. Also covered are the basics of a Cisco
Unity system.
Chapter 4, “Unified Communications Subscribers,” discusses the setup and configuration of Cisco Unity
subscribers from both a global and an individual perspective. This discussion covers account policy,
subscriber templates, and other key functions.
Chapter 5, “Cisco Unified Communications System Customization,” discusses additional customization of
the Cisco Unity subscriber experience through the creation and modification of call handlers and call routing
tables.
Chapter 6, “Cisco Unified Communications System Maintenance,” delves into a number of the tools that are
available for Cisco Unity administration and maintenance. These tools allow for efficient monitoring of the
health of the Cisco Unity system and explores reporting functions for the Cisco Unity environment.
Chapter 7, “Understanding Cisco Unified Communications System Hardware,” describes the Cisco Systems
platform overlays for supported Cisco Unity hardware. Each platform meets particular specifications that are
dictated by Cisco.
Chapter 8, “Cisco Unified Communications System Software,” explains the architecture of the Cisco Unity
system when it is used with Microsoft Exchange or Lotus Domino. This includes a discussion of the Cisco
Unity software installation for both new installations and upgrades.
Chapter 9, “Cisco Unified Communications Integrations,” discusses the concept of a Cisco Unity integration,
including definition of the needs of integrations with PBX or Cisco CallManager switches. Also discussed
are details associated with various integration scenarios.
Chapter 10, “Unified Communications Networking,” discusses the concept of networking with Cisco Unity
systems. Digital, SMTP, VPIM, AMIS, and Bridge networking functions are discussed in this chapter.
Chapter 11, “Unified Communications Backup and Utilities,” deals with the ongoing needs of backing up a
system. It also covers a number of extremely valuable tools that you can use in the day-to-day operations of
the environment.
Appendix A, “Chapter Review Questions,” includes the answers and explanations to the review questions
presented at the end of each chapter.

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From the Library of David Alfaro Cordova
 PART
I
Cisco Unity Administration
Chapter 1 Cisco Unified Communications System Fundamentals

Chapter 2 Using Your Cisco Unified Communications System

Chapter 3 Setting Up Cisco Unified Communications

Chapter 4 Unified Communications Subscribers

Chapter 5 Cisco Unified Communications System Customization

Chapter 6 Cisco Unified Communications System Maintenance

From the Library of David Alfaro Cordova

Upon completing this chapter, you will be able to perform the following tasks:
• Describe how calls are routed between Cisco servers and telephone switching
equipment
• Describe the flow of information between Cisco Unity servers and telephone
switching equipment
• Describe the features available in Cisco Unity 4.0
• Describe the features available in Cisco Personal Assistant (PA) 1.4

From the Library of David Alfaro Cordova

 CHA PTER
1
Cisco Unified Communications
System Fundamentals
This chapter introduces the Cisco unified communications system. To administer Cisco
Unity and Cisco PA efficiently and effectively, it is important to have an understanding of
the environment they inhabit and operate within. Understanding how calls route through the
systems and what you can do with them as they travel is crucial to your ability to administer
a Cisco unified communications system.

Understanding Cisco Unity’s Call Flow Essentials

Understanding how calls flow through the unified communications systems is very
important for system administrators of PA and the voice-messaging system Cisco Unity. As
you become more familiar with how calls flow through the system, you will be able to
change the flow as needed and troubleshoot problems more efficiently.

Outside Caller Call Flow

In Cisco Unity, an outside caller is someone who Cisco Unity cannot identify as a Cisco
Unity subscriber. Generally, this is a person who is calling in from the outside who wants
to reach an individual at a place of business. When a subscriber is busy or away from their
phone, Cisco Unity can answer the call and take a message for them. The subscriber can
later hear their message either over the phone or by using IBM Lotus Notes, Microsoft
Outlook, or Cisco Unity Inbox (depending on the configuration setup of the Cisco Unity
system). In addition, if Cisco Unity subscribers call in from a phone other than their defined
office extension, Cisco Unity treats those calls as outside callers until they sign in and
identify themselves.
Figure 1-1 illustrates how a call from an outside caller might flow through the system, the
corresponding steps of which are described next:

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6 Chapter 1: Cisco Unified Communications System Fundamentals

Figure 1-1 Cisco Unity Outside Caller Call Flow

Office Communication
Equipment

PSTN 2

8 3
U
Message Store
6 Cisco Unity Telephone System
7 5
4

Subscriber

Step 1 The outside caller dials a phone number from his mobile phone. The phone
number dialed is a Direct Inward Dialing (DID) number that belongs to a
Cisco Unity subscriber.
Step 2 The Public System Telephone Network (PSTN) routes the caller to the office
communications equipment.
Step 3 The DID number is programmed to ring a phone extension. Based on DID
information provided by the PSTN, the business telephone system sends the
incoming call to the telephone that it is programmed to connect to that DID
number.
Step 4 The telephone rings four times, but the subscriber does not answer the phone
because he is busy working on a presentation. The telephone system has been
programmed to forward any unanswered calls to voice mail after four rings.
The telephone system forwards the outside caller to the voice-mail system.
Step 5 Cisco Unity receives the call and the extension of the subscriber to take a
message for. Cisco Unity has a list of subscriber extensions and the e-mail
aliases to send messages to. Cisco Unity records a message from the caller,
addresses it to the subscriber’s alias, and then sends it to the message store
server.

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 Understanding Cisco Unity’s Call Flow Essentials 7

Step 6 The message store server receives the message and stores the message for the
subscriber.
Step 7 While Cisco Unity is monitoring events in the message store, it notices a new
voice-mail message for the subscriber and sends the message waiting
indicator (MWI) ON code to the telephone system for the subscriber’s
extension.
Step 8 The telephone system lights the lamp at the subscriber’s telephone set. The
telephone now displays an MWI to alert the subscriber of a new message.

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

Subscriber Call Flow

A Cisco Unity subscriber is a person who has a user account on the Cisco Unity system. Each
subscriber account has a Profile page that stores specific information about that subscriber, such
as the extension, security code, recorded name, and the e-mail alias to send messages to.
Figure 1-2 illustrates the call flow of a subscriber who is retrieving a message from Cisco Unity,
the corresponding steps of which are described next:

Figure 1-2 Cisco Unity Subscriber Call Flow

Subscriber with New

Message 3
1 Cisco Unity
9
5
6
2
U Message Store
Telephone System
4
7

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8 Chapter 1: Cisco Unified Communications System Fundamentals

Step 1 The subscriber notices the MWI on her telephone and calls the voice-mail
system to retrieve messages.
Step 2 The telephone system directs the call and the caller information (the
telephone extension) to the Cisco Unity system.
Step 3 Cisco Unity receives the call and the extension of the telephone from the
telephone system. Cisco Unity recognizes the extension from its list of
subscribers, and accesses the subscriber’s e-mail message store to retrieve the
voice message. Cisco Unity asks the subscriber to enter her password. After
entering the password, Cisco Unity offers to play the message for the
subscriber.
Step 4 The subscriber chooses to listen to the message. Cisco Unity plays it and then
offers a menu of actions to take with the message, such as save as new, delete,
or forward. The subscriber presses the digit 3 to delete the message. While
the subscriber is listening to the message, Cisco Unity sends an MWI OFF
code. If the subscriber hangs up while the message is being played or does
not press 3, then the MWI turns back on.
Step 5 Cisco Unity verbally confirms to the subscriber that the message is deleted
and sends the subscriber’s delete message command to the message store
server.
Step 6 The message store deletes the message. (The message is either deleted or
moved to the deleted items folder, depending on the settings in the
subscriber’s account.)
Step 7 Cisco Unity sends the MWI OFF code to the telephone system.

Step 8 The telephone system receives the MWI OFF code and turns off the MWI on
the phone.
Step 9 The MWI of the telephone is off.

Cisco PA Outside Caller Call Flow

Cisco PA is a system that provides a way to connect calls to the particular telephone number at
which you can be reached at a given time. When callers try to contact you through Cisco PA,
you can set it up with different instructions on where you would like to be reached depending
on the calling number and time.
Figure 1-3 illustrates how a call from an outside caller might flow through a system that is using
Cisco PA, the corresponding steps of which are described next:

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 Understanding Cisco Unity’s Call Flow Essentials 9

Figure 1-3 Cisco PA Outside Caller Call Flow

Office Communication
Equipment

PSTN 2

Cisco CallManager
PA PA Calender
7 and Rules
5

Personal Assistant
Subscriber 4

Step 1 The outside caller dials a phone number from his cell phone. The phone
number dialed is a DID number that belongs to a Cisco PA subscriber.
Step 2 The PSTN routes the caller to the office communications equipment. (Cisco
PA integrates only with Cisco CallManager.)
Step 3 Cisco CallManager has been set up to route the DID call to Cisco PA’s media
ports.
Step 4 Cisco PA receives the call and the DID information.

Step 5 Cisco PA checks the subscriber’s transfer rules and the current date and time
so it can correctly process the call based on previous instructions the
subscriber has given Cisco PA. At that time, the rules indicate the subscriber
wants all calls sent to the desk phone.
Step 6 Cisco PA sends an initiate-transfer sequence to Cisco CallManager, along
with the extension to which the call should be transferred.
Step 7 The subscriber receives the call at his desk.

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10 Chapter 1: Cisco Unified Communications System Fundamentals

Cisco PA Subscriber Call Flow

As a subscriber to Cisco PA, you can set up specific rules to manage when and where the calls
you receive go. You can also use speech recognition with a corporate directory (or personal
address book) to have PA dial a telephone number by saying the name of the user.
Figure 1-4 illustrates a call flow of a subscriber interacting with PA, the corresponding steps of
which are described next:

Figure 1-4 Cisco PA Subscriber Call Flow

1 “Call Pat Carpenter’s Mobile Phone” Ring

6
Pat’s Mobile

PSTN
3
Personal Assistant

PA Office Communication
Cisco CallManager Equipment
Corporate
Directory

2 5
4

Step 1 The subscriber wants to call Pat Carpenter on Pat’s mobile number. The
subscriber picks up the handset and dials the extension of Cisco PA.
Step 2 Cisco CallManager makes the connection between the subscriber’s phone
and an available media port (called a computer telephony integration [CTI]
route point in Cisco CallManager) on Cisco PA.
Step 3 PA requires the subscriber to log on. After the subscriber is logged on, Cisco
PA asks the subscriber what to do. In response to this question, the subscriber
says “Call Pat Carpenter’s mobile phone.”
Step 4 Cisco PA performs the speech recognition and looks for a match in the
corporate directory, where it finds an entry for Pat’s mobile phone. Cisco PA
then sends the transfer-initiate sequence to Cisco CallManager and the
telephone number to connect the call.

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 Understanding Unified Communications Integrations 11

Step 5 Cisco CallManager receives the request and the phone number. It makes a
connection to the appropriate office communications equipment and sends
Pat’s mobile number to the PSTN.
Step 6 Pat’s mobile phone rings, and Pat answers the phone.

Understanding Unified Communications Integrations

This section describes a Cisco Unity integration, the features it provides, and the basic Cisco
Unity integration methods. This section also describes a Cisco PA/Cisco CallManager
integration.
It is very important that system administrators of both Cisco Unity and Cisco PA understand
how the unified communications servers exchange information with telephone switching
equipment. Once you know how Cisco Unity integrates with this equipment, you can
troubleshoot problems with it as necessary.

Communications Integration
A communications integration is defined by when a telephone system and the voice-messaging
system have a connection between each other, which allows them to send information to each
other in a predetermined format. This connection can be a physical one or over a network
connection, depending on the systems. In a business environment, when you add a telephone to
the telephone system, you need to enter specific information for that new phone, such as the
extension that callers dial to reach that phone, the numbers that the user at that extension may
dial, forwarding information used when the user is busy or does not answer, and other data. This
information is used by the telephone system so that when you call a person, their phone rings
and they can answer the call.
The voice-messaging system also uses this information. When you are on the phone and
someone calls you, the phone system sends the call to the forwarding destination. In this case,
it is the voice-messaging system. When the telephone system sends the call to the voice-
messaging system, it also sends information about the person who is calling and the reason the
call is being forwarded. After the voice-messaging system receives the call and the information,
it can react to the call in the correct way. In this way, when someone calls you at your desk, the
call routes to your phone. If you are unavailable, the call then goes to voice mail, giving the
caller the opportunity to leave you a message. After the caller leaves a message, the voice-
messaging system sends information to the telephone system, telling it to light the lamp on the
desk phone.

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12 Chapter 1: Cisco Unified Communications System Fundamentals

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

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

PBX
1
2
3

Cisco Unity
Server
1. Data About Who to Take the Message for
When the Call Forwards to Voice Mail

2. Data About Who’s Lamp to Turn on After

Leaving a Message

Telephones 3. Data About Who is Calling When Accessing

Voice Mail

Integration Attributes
A Cisco Unity voice-processing system connects to a telephone system, also known as a private
branch exchange (PBX), to provide automated attendant, audiotext, and voice-mail service to
subscribers. The way in which the systems cooperate and share information determines the
level of service that subscribers receive. A telephone system must provide the three following
telephone system features for Cisco Unity to qualify the phone system as an integration:
• Automatic call forward to a personal greeting—Any incoming calls routed to an
unanswered or busy extension are automatically forwarded to the subscriber’s mailbox in
the voice-mail system so that callers can leave a message. This corresponds to arrow 1 in
Figure 1-5 and Figure 1-6.
• Easy message access—The voice-processing system recognizes subscribers when they
dial in, saving them from having to enter their personal ID. With this feature, subscribers
should set a password on their voice mailbox. This corresponds to arrow 2 in Figure 1-5
and Figure 1-6.
• MWIs—MWIs alert end users that they have a new message in their voice mailbox.
Indicators can be a light on the phone (blinking or steadily lit), a word on the liquid crystal
display (LCD) panel of a phone, a message-waiting ring on the phone, or a stutter dial
tone. This corresponds to arrow 3 in Figure 1-6.

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 Understanding Unified Communications Integrations 13

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

Figure 1-6 Attributes of an Integration

PBX
1
2
3
U

1. Call Forward to Personal Greeting

2. Easy Message Access

3. Message Waiting Indication

Telephones

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

Telephone System Integrations with Cisco Unity

The type of integration the telephone system supports determines how the delivery of
information between Cisco Unity and the telephone system takes places. The five integration
types supported by Cisco Unity 4.0 are as follows:
• Cisco CallManager
• Dual-tone multifrequency (DTMF)
• Simplified Message Desk Interface (SMDI)
• PBXLink
• Session Initiation Protocol (SIP)
Each integration is an agreement about the communication protocol and messaging channel to
be used. Chapter 9 covers more information regarding how each integration functions, and it
also lists the telephone systems that are supported with Cisco Unity.
The information shared between the telephone system and Cisco Unity is the common
information that was discussed earlier, in the “Communications Integration” section of this
chapter.

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14 Chapter 1: Cisco Unified Communications System Fundamentals

Cisco CallManager and Cisco PA Integration

Cisco PA integrates with Cisco CallManager through media points. Cisco CallManager passes
calls to Cisco PA through the use of CTI route points. You must build these structures at the
Cisco CallManager console.
Figure 1-7 illustrates a Cisco PA/Cisco CallManager integration.

Figure 1-7 Cisco PA/Cisco CallManager Integration

Home
Phone
PTSN
Cisco Call Manager

Mobile
Customer
Phone
Central V Branch
Site IP Network Switch

Switch
Cisco IP Cisco
SoftPhone U Unity
Corporate
Directory Calendar
and Rules
Cisco IP
Phone
Personal
Assistant

When Cisco CallManager receives a call intended for a PA-enabled extension, it first routes the
call to Cisco PA. Cisco PA performs a lookup for the user from the corporate directory. The
directory must be Lightweight Directory Access Protocol (LDAP)-compliant (Microsoft
Exchange 2000 Active Directory or Exchange 5.5 Directory Service).
If the user has routing rules or call forwarding configured, Cisco PA then routes the caller to the
appropriate destination through Cisco CallManager.
The destination of the routed call could be a mobile phone, home phone, or any other phone
that you can dial from the Cisco CallManager, such as a Cisco IP SoftPhone, Cisco IP Phone,
and even Cisco Unity voice mail.

NOTE The Cisco IP SoftPhone is a communications application for your laptop PC.

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 Understanding Cisco Unity Features 15

Understanding Cisco Unity Features

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

Using Cisco Unity Standard Features

The standard features in Cisco Unity discussed in this section include (* = new feature in Cisco
Unity 4.0):
• Voice mail
• Automated attendant
• Audiotext application
• System Administration web page
• Cisco Personal Communications Assistant (Cisco PCA)*
• Cisco Unity Assistant (CUA)
• RSA (Rivest, Shamir, and Adelman) enhanced phone security
• Cisco Unity Greeting Administrator (CUGA)*
• FlexLM software security*
• Live Reply*
• Flex Stack*
• 12- to 24-hour clock support*
• Cisco Unity System Preparation Assistant (CUSPA)*
• Cisco Unity Installation and Configuration Assistant (CUICA)*
• DVD installation*
• Multiple directory handlers*
• SIP support*
• Additional Europe, Middle East, and Africa (EMEA) voice board support
• Digital networking

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16 Chapter 1: Cisco Unified Communications System Fundamentals

Voice Mail
Voice mail allows outside callers and internal users (called subscribers) to leave detailed,
private messages 24 hours a day, seven days a week. An outside caller records the message with
their own voice, which eliminates misunderstood and inaccurate written messages and captures
the tone of the caller’s voice. Subscribers gain access and listen to their messages from any
touch-tone phone. It allows subscribers to listen to their messages, send voice messages to other
subscribers, and customize settings such as their personal greetings.
Voice mail saves time by allowing a caller to leave a message immediately, even if the person
the caller is trying to reach is away or on the telephone. Voice mail allows a company to better
manage its communications and its employees’ time.

Automated Attendant
You can set up the automated attendant feature with Cisco Unity, which can make the answering
and handling of calls in an organization much easier. Cisco Unity’s automated attendant greets
and guides callers through the system in a friendly and timely fashion. By doing this, it makes
the messaging process as effortless as possible. Cisco Unity gives the caller the option to press
a touch-tone key at any time during the voice-mail conversation to speak to an operator.
If the system is using the automated attendant feature and an external caller enters a subscriber’s
extension number from the opening greeting, the extension can be set up in Cisco Unity to ring
that phone’s extension. If the subscriber picks up the handset, the call connects. If there is no
answer or if the extension is busy, the call routes to the subscriber’s voice mailbox, where the
caller receives the subscriber’s personal greeting.
If a caller does not know the extension, the caller may be able to search the directory of
subscribers (referred to as the Alpha Directory in Figure 1-8). If the system finds only one
match, Cisco Unity connects the caller directly to the extension. If it finds more than one match,
the caller can then choose the appropriate extension from the list given by Cisco Unity’s
automated attendant.
Figure 1-8 illustrates the call flow options of a caller using the Cisco automated attendant.

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 Understanding Cisco Unity Features 17

Figure 1-8 Cisco Automated Attendant

Key:

Call Flow Opening Greeting

Call Transfer External Caller

Alpha Directory Operator Handler

External Call

Interview Handler

Personal Greeting

One-Key External Transfer

Leave
Transfer
Message
Call Handler

Audiotext Application
Call handlers are the building blocks of the Cisco Unity system. A call handler is a set of call-
processing instructions that tells the system what to do when a call reaches that particular
system ID. All the entities on a Cisco Unity system, whether they are subscribers, the operator,
the opening greeting, or some other user-defined box, are call handlers. Some of them are
special cases, so they look different from a standard call handler. However, they are the same.
You can use call handlers to set up specialized call routing, create one-key dialing menus, or
provide announcements of prerecorded information. Your call handlers can be as simple or as
complex as you wish. One of the simplest applications is the delivery of prerecorded
information (called an audiotext application).
When you use the automated attendant to answer incoming calls, you’re really using a call
handler. The Opening Greeting call handler, to which callers first dial in, can be very simple, or
it can take advantage of some powerful features, such as one-key dialing. You can provide a
menu of choices for incoming calls with one-key dialing. Callers press one touch-tone key to
route their call to the department or service they want. In the background, the one-key dialing
menu routes the call to a system ID, whether it is to another menu (another call handler), an
extension, or any other system ID. One-key dialing is a shortcut to any listed system ID.
Figure 1-9 illustrates an example of an audiotext application tree.

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18 Chapter 1: Cisco Unified Communications System Fundamentals

Figure 1-9 Audiotext Application

Opening Greeting
“Hello, thank you for calling your company. You may enter the
extension of the person you are trying to reach at any time.
• For a Directory of employees, press 1.
• For job listings, press 2.
• For the Homework Hotline and Community Announcements, press 3.
• For the Operator, press 0.
Or, stay on the line and someone will be with you momentarily.”

Press “1” Press “2” Press “3” Press “0”

Directory Homework Hotline and

Job Listings Operator
Handler Community Announcements

Press “1” Press “2”

Homework Community
Hotline Announcements

Figure 1-9 is an example of an opening greeting call handler that uses one-key dialing to offer
a menu of choices.
In this example, pressing the touch-tone 1 routes the caller to the spell-by-name Cisco Unity
directory (also known as the directory handler). Pressing the touch-tone 2 routes the caller to a
call handler that is set up to play a list of job opportunities. Pressing the touch-tone 3 routes the
caller to a call handler that is set up to offer a second layer of menu choices for the Homework
Hotline and Community Announcements. There are two choices within that call handler in this
example. When someone wants to check the Homework Hotline, they press the touch-tone 3,
while the opening greeting is playing. Then, in the next call handler, they hear the second menu
of choices, and they can press the indicated touch-tone button that routes them to the Homework
Hotline list.

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 Understanding Cisco Unity Features 19

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

System Administration Web Page

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

Figure 1-10 System Administration Web Page

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

Cisco PCA
Cisco PCA is a feature that is enabled or disabled by modifying the class of service (COS) of a
subscriber. This is a browser interface that has two components: the Cisco Unity Inbox and the
CUA.
The Cisco Unity Inbox gives subscribers the option to listen to, compose, reply to, forward, and
delete messages through a website. For Cisco Unity 3.1 and earlier, this was known as the
Visual Messaging Interface (VMI). The CUA gives subscribers the option to customize their
personal settings, such as recorded greetings and message delivery options, from their
computers. On Cisco Unity 3.1 and earlier, this was known as the Active Assistant (AA).
The interface to Cisco PCA is a web browser that allows a Cisco Unity subscriber to collect and
send voice-mail messages without using the telephone. The subscriber can use Microsoft
Internet Explorer to access it through a web session. You can configure Cisco Unity to send an
SMTP type of notification to an e-mail alias with an attached link to access the Cisco PCA
Inbox.
Figure 1-11 illustrates the Cisco PCA, Cisco Unity Inbox.
The advantages of using the Cisco Unity Inbox includes:
• It is groupware independent.
• You can receive message notification via SMTP to groupware.
• It leverages what users already know.
• Voice messages are accessible on desktop PCs through Internet Explorer.

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 Understanding Cisco Unity Features 21

Figure 1-11 Cisco PCA—Cisco Unity Inbox

CUA
The CUA is the second component of the Cisco PCA. Most voice-mail systems allow users to
change the settings of their voice-mail account via a conversation that is available only over the
telephone. Cisco Unity offers a fully functional telephone conversation for all users, but it also
offers the CUA.
A subscriber can do most of the day-to-day maintenance of their account via a web browser.
You enable a subscriber to use the CUA by modifying their COS on the Licensed Features page.
Once the CUA is enabled, a subscriber can record their own greetings either over the telephone
or by using a microphone on a multimedia PC; change their call-transfer and screening options;
change a wide variety of message settings concerning notification, playback, and addressing;
and change a variety of personal settings, including their recorded name, telephone password,
and directory listing. The ability to change some of these settings is dependent on settings that
can be made on a number of Cisco Unity administration pages.

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22 Chapter 1: Cisco Unified Communications System Fundamentals

Figure 1-12 illustrates the Cisco PCA, CUA.

Figure 1-12 Cisco PCA—CUA

The advantages of using the CUA include:

• It is easy to use.
• It leverages what users already know.
• It leverages the power of the desktop client.
• Subscribers have another option with which to make changes to their personal settings for
voice mail.

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 Understanding Cisco Unity Features 23

RSA Security or Enhanced Phone Security

Cisco Unity subscribers can be set up to use a secure login mechanism called the two-factor
user authentication. The type of enhanced phone security is provided when working with the
RSA SecurID system and Cisco Unity. The RSA SecurID system has two main components:
• RSA SecurID Authenticators
• The RSA Access Control Entry (ACE)/Server
The RSA SecurID Authenticators system and the RSA ACE/Agent assigns each authorized
Cisco Unity subscriber an RSA SecurID authenticator. The authenticator generates and displays
a new, unpredictable number every 60 seconds. This number, also known as a secure ID or
token code, is unique to the subscriber. RSA offers authenticators as hardware, software, and
smart cards. Each Cisco Unity subscriber who has an authenticator must have a user account on
the ACE/Server.
You use the RSA Database administrator program on the ACE/Server to create and maintain the
user accounts. A user account contains the RSA alias and PIN, and information about the user
authenticator. By using the information in a user account, the ACE/Server generates the same
secure ID as the user authenticator.
In the Cisco Unity Administrator, you assign subscribers to a Class of Service (COS), which
has the enhanced phone security enabled. By default, Cisco Unity uses a subscriber Exchange
alias as the subscriber RSA alias. When logging on to Cisco Unity over the phone, subscribers
enter an ID as usual. Then, instead of a password, subscribers enter a passcode, which is a
number that combines the subscriber PIN and the secure ID displayed on the subscriber
authenticator. The first time that a subscriber logs on, they need to create a PIN, unless they are
already assigned one. In these cases, a subscriber needs to enter only a secure ID, instead of a
passcode. Then the subscriber conversation walks the user through the process of creating a
PIN.
Cisco Unity uses the ID to look up the user RSA alias, and then sends the RSA alias and
passcode to the ACE/Agent installed on the Cisco Unity server. The ACE/Agent encrypts the
RSA alias and passcode and sends it to the ACE/Server. The ACE/Server looks up the user
account, and then validates the passcode by using the information stored in the account. The
ACE/Server returns a code to the ACE/Agent, which in turn passes it along to Cisco Unity.
The ACE/Server return codes are as follows:
• Passcode accepted—The Cisco Unity system allows a subscriber access to their
messages.
• Access denied—The Cisco Unity system prompts the subscriber to enter the passcode
again. You may see this return code if the ACE/Server is unavailable.
• Secure ID expired—The secure ID of the subscriber has expired and Cisco Unity
prompts them to enter the next secure ID shown on the authenticator.
• New PIN needed—A new PIN is needed and Cisco Unity prompts the subscriber to enter
a new PIN.

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CUGA
CUGA is a new feature in Cisco Unity 4.0. It allows any subscriber who is the owner of a call
handler, or a member of a distribution list that is assigned as the owner of the call handler, to
rerecord that call handler greeting over the phone using the telephone user interface (TUI),
without using the System Administrator console. The new conversation component (called the
Greetings Administrator) allows you to do this. The Cisco Unity System Administrator sets up
a way for subscribers to access the Greetings Administrator conversation. Prior to Cisco Unity
4.0, an administrator needed to log on to the System Administration web page to modify call
handler greetings.
With Cisco Unity 4.0, the administrator must define how secure they want to make Greetings
Administration access. You can set this with a simple one-key dialing entry from any call
handler greeting or a call routing rule configured to use Dialed Number Identification Service
(DNIS). The owner of the call handler needs the following information to use the Cisco Unity
Greetings Administrator:
• The phone number or call handler caller input to dial for access to the CUGA
• The ID of the call handler owner
• The password of the call handler owner
• The extension of the call handler
Once a subscriber has this information, they can access the Greetings Administration
conversation. This is a simple conversation that allows a caller to use touch-tone to control
greetings and use the handset of the phone to perform items such as record and play back the
greetings, enable or disable the alternate greetings, and determine which greeting is currently
active for a call handler.
The RSA SecurID system is not available for subscribers who use the Cisco Unity Greetings
Administrator to change call handler greetings using the TUI.

FlexLM
FlexLM is the new licensing-control method used by Cisco Unity 4.0. Before version 4.0, Cisco
Unity used a security dongle that attached to the server via either a parallel or USB port. Cisco
Unity now uses a software file licensing mechanism that removes the need for the external
device. When you purchase Cisco Unity, the software license file is the control component that
ensures you have all the features and capacity you paid for, while controlling your ability to
make duplicate copies of Cisco Unity.
Each Cisco Unity server requires a separate and unique license file. The file is obtained from
Cisco and added to the Cisco Unity system as part of the install process. You can change it at
any time as part of an update/upgrade process. If the network interface card (NIC) fails on your
Cisco Unity 4.0 server and needs replacement, you need to contact Cisco Systems to obtain a
new license file. You can do this by contacting the Cisco licensing team at licensing@[Link]

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 Understanding Cisco Unity Features 25

and providing them with the original MAC address (physical address) of the NIC and the
address of the new NIC. The e-mail should include an explanation of why you are switching the
NIC. The licensing team will deactivate the license associated with the old NIC and issue you
another license file for the new one.

Live Reply
Live Reply is a new feature in Cisco Unity 4.0 that enables Cisco Unity to immediately transfer
a user to the subscriber who left a message they are listening to. Live Reply is a COS-controlled
feature. When enabled, subscribers who are listening to messages by phone can act on a
subscriber message by pressing 4-4 to have Cisco Unity call the subscriber immediately. If you
are using the Optional Conversation 1, press 8-8 for this feature. Live Reply is disabled by
default.
Cisco Unity dials the extension of the subscriber who left the message only when:
• The subscriber who left the message is homed on the same Cisco Unity server as the
subscriber who is attempting to reply.
• The Transfer Incoming Calls to Subscriber's Phone setting for the subscriber who left the
message is set to ring an extension or another number. (The Transfer Incoming Calls to
Subscriber’s Phone field is on the Subscribers > Call Transfer page on the Cisco Unity
System Administration web page.)
Live Reply does not work if the message was left from an outside caller or a nonsubscriber. In
addition, it does not work for Internet, Bridge, or AMIS subscribers. These are used for users
that do not have mailboxes in the local message store. They are discussed in detail in Chapter
10, “Unified Communications Networking.”
When Live Reply is enabled, it is not mentioned in the main Cisco phone menus. Consider
telling subscribers that it is available. It is, however, referenced in the Help menu for the Cisco
Unity phone conversation, the Cisco Unity User Guide, and the Cisco Unity at a Glance card.

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

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26 Chapter 1: Cisco Unified Communications System Fundamentals

12- to 24-Hour Support

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

CUSPA
CUSPA is a new Cisco Unity 4.0 tool developed to help simplify the process of making a server
ready for Cisco Unity software installation. CUSPA checks the server for all Microsoft
Windows components and applications that are needed by Cisco Unity and provides
semiautomated installation for what is missing.
CUSPA is discussed in more detail in Chapter 8, “Cisco Unified Communications System
Software.”

CUICA
The CUICA is a launch pad for the various wizards that you must use to complete Cisco Unity
software installation and configuration. These wizards include: Cisco Unity Permissions
Wizard, Cisco Unity Setup Program, Cisco Unity Install License File Wizard, Cisco Unity
Service Configuration Wizard, Cisco Unity Message Store Configuration Wizard, and Cisco
Unity Telephony Integration Manager. The CUICA interface enforces dependencies by guiding
the installer through the wizards in this order. The interface also provides the installer with
updated status as each wizard is successfully completed. This is run after CUSPA.
CUICA is discussed in more detail in Chapter 8.

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

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 Understanding Cisco Unity Features 27

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

Multiple Directory Handlers

The multiple directory handler feature provides a way to quickly and effectively perform
directory searches for systems that have a large number of subscribers. You can use this feature
for call routing where Cisco Unity provides centralized call processing in branch office
deployments or headquarters.
On a new installation, Cisco Unity 4.0 comes with one default directory handler. A subscriber
is listed in it as long as the subscriber’s profile has three components:
• A correctly spelled text name
• The recorded name of the subscriber
• The List in Phone Directory box checked
All subscribers who meet those requirements are listed in the default directory handler. Prior to
Cisco Unity 4.0, only one spell-by-name directory handler was available. In Cisco Unity 4.0,
you can build as many directory handlers as you need. You can choose the subscribers that will
be available in each directory handler based on local Cisco Unity server, location, COS
membership, distribution list membership, or dialing domain membership. This enables you to
provide segmented directories for departments, branch offices, outside sales people, or
whatever other classification makes sense in a corporate setting.

SIP Support
SIP is the Internet Engineering Task Force’s (IETF) standard for multimedia calls over IP. SIP
is a peer-to-peer, ASCII-based protocol that uses requests and responses to establish, maintain,
and terminate calls (or sessions) between two or more endpoints. Cisco Unity accepts calls from
a proxy server and direct invites from a SIP-enabled endpoint (for example, a SIP IP phone).
Cisco Unity relies on a proxy server or call agent to authenticate calls. SIP uses a request/
response method to establish communications between various components in the network and
to ultimately establish a conference (call or session) between two or more endpoints. A single
call may involve several clients and servers. A unique phone or extension number identifies
users in a SIP network.
The unique SIP address uses the format sip:userID@domain, which is similar to an e-mail
address. The user ID can be either a username or an E.164 address. When a user initiates a call,
a SIP request typically goes to a SIP server (either a proxy server or a redirect server). The
request includes the caller’s address (From) and the address of the called party (To).

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28 Chapter 1: Cisco Unified Communications System Fundamentals

When someone initiates a call, a SIP request is normally sent to a SIP server. This can either be
a proxy or redirect server. The request includes the calling party’s address (who it is coming
from) and the called party’s address (who the call is going to).
SIP messages are in text format, which uses the ISO 10646 in UTF-8 encoding. SIP messages
also contain a start line, which specifies the method and protocol, several header fields that state
call properties and service information, and an optional message body that contains a session
description.
Cisco Unity supports the following SIP functions:
• User Agent Client (UAC)
• User Agent Server (UAS)
• Proxy Server (only third-party servers)
For more information on SIP support with Cisco Unity, go to [Link] and perform a search
for “SIP Compliance for Cisco Unity.”

EMEA Voice Board Support

Cisco Unity supports several new voice boards: the D/120JCT-LS and D/120JCT-Euro
revision-two cards and the D/41JCT-LS and D/41JCT-Euro cards.
To make Cisco Unity 4.0 integrate with more European circuit-switched telephone systems,
these new voice boards have been added to the list of supported voice boards. Different voice
boards are necessary because varying voltages and wiring patterns are used in different parts of
the world. The Cisco Unity Installation Guide provides an appendix on voice boards that gives
technical and setup information. This guide can be found at [Link] by performing a search
of the guide’s name.

Digital Networking
In Cisco Unity, networking is the general term for messaging between a Cisco Unity server and
other messaging systems (including another Cisco Unity server). There are several forms of
networking, which are all dependent on the kind of servers involved as targets for messages.
Digital networking is available as a standard feature; all other forms are optional. If an
organization has multiple Cisco Unity servers and they all have access to the same global
directory, then digital networking allows messages to pass between servers easily. If there is a
networked telephone switch also attached to these servers, it would be possible for outside
callers to search the directory of any Cisco Unity server they call in to, select a subscriber on
any other Cisco Unity server, and leave a message to the subscribers.
Digital networking is explained in more detail in Chapter 10.

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 Understanding Cisco Unity Features 29

Using Cisco Unity Optional Features

The optional features in Cisco Unity that are discussed in this section include the following:
• Unified Messaging (UM)
• Integrated Faxing—integrate with popular third-party fax servers (Exchange only)
• Text-to-speech feature
• Localized versions

Unified Messaging
Cisco Unity delivers UM via ViewMail for Outlook (VMO) and Domino Unified
Communications Services (DUCS). This give users better access to, and management of, all of
a subscriber’s messages—e-mail, voice mail, and fax. VMO integrates with Microsoft desktop
clients such as Outlook 98, 2000, and XP. DUCS is an IBM Lotus–developed client software
package that enables UM features to function on the Lotus Notes client.
Cisco Unity provides an intuitive GUI that is accessible from any networked PC. With just a
click of the mouse, subscribers can access e-mail, voice mail, and fax messages, and reply to,
forward, or save them in public or personal folders within Exchange/Outlook. The icons
accompanying those messages make it easy to distinguish between e-mail, voice, and fax
communications, saved and new messages, and the priority (normal, urgent, and private) with
which you receive messages. You can view your faxes on screen and print them from any
networked PC, or forward them to any fax machine from a touch-tone telephone. Subscribers
can download all types of messages and work with them off line, and apply Inbox Assistant
rules to streamline communications management.
In addition, UM enables you to listen to your e-mail over the phone with an optional text-to-
speech (TTS) engine. When integrated with a supported third-party fax server, you can also
forward fax messages to a location where you may be staying. Cisco Unity unites traditionally
independent communications methods so that employees can work more efficiently.

Integrated Faxing
One of the other features of Cisco Unity is Integrated Faxing when using Cisco Unity UM with
Exchange. With one of the approved fax server/software solutions, you can configure Cisco
Unity to call you, send a numeric page, or send a text page to alert you of a new fax. When you
are using the TUI, Cisco Unity can be set up to state how many new faxes you have and offer
to send them to a fax machine telephone number you specify. You can forward a fax message
to another subscriber or reply with a voice message if the fax message was from another

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30 Chapter 1: Cisco Unified Communications System Fundamentals

subscriber. Subscribers can also send their e-mail messages to a fax machine. The third-party
fax solutions that are qualified for Fax Integration with Cisco Unity are the following:
• Biscom FAXCOM for Microsoft Exchange, Version 6.19 or later
• Captaris RightFax Version 6 or later
• Esker FaxGate Version 7 or later
• Fenestrae FAXination Version 4 or later
• Interstar LightningFAX Version 5.5 or later
• Omtool Fax Sr. Version 3 or later
• Optus FACSys Version 4.5 or later
• TOPCALL, all versions
For more information on Cisco Unity fax integration, go to [Link] and perform a search for
Article ID: 4628, “Cisco Unity Supported Third-Party Fax Integrations.”

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

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

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 Understanding Cisco Unity Features 31

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

Figure 1-13 Cisco Unity 4.0 Localized Components

Language System Help Files ViewMail for Text to Documentation Locale

Prompts Outlook/ Cisco Speech (LCID)
PCA Code

Australian English (ENA) ENA ENU ENU Use ENU or ENG ENU 3081
Brazilian Portuguese (PTB) PTB ENU PTB
Chinese Cantonese ZHH ZHH ENU ENU N/A ENU
(Hong Kong) (ZHH)) N/A ENU
Chinese (Mainland) CHS CHS ENU CHS CHS ENU 2052
Mandarin (CHS) 9226
Colombian Spanish (ESO) ESO ENU ESO ESP ENU 1029
Czech (CSY) CSY ENU ENU N/A ENU 1030
Danish (DAN) DAN ENU DAN DAN ENU 1043
Dutch (NLD) NLD ENU ENU NLD ENU 2070
European Portuguese (PTG) PTG ENU ENU N/A ENU 1034
European Spanish (ESP) ESP ENU ESP ESP ENU 1036
French (FRA) FRA FRA FRA FRA FRA 1031
German (DEU) DEU DEU DEU DEU DEU 1040
Italian (ITA) ITA ENU ITA ITA ENU 1041
Japanese (JPN) JPN JPN JPN JPN JPN 1042
Korean (KOR) KOR ENU KOR N/A ENU 5129
New Zealand English (ENZ) ENZ ENU ENU Use ENU or ENG ENU
Norwegian (NOR) NOR ENU ENU NOR ENU 1044
Swedish (SVE) SVE ENU ENU SVE ENU 1053
Taiwan Mandarin (CHT) CHT ENU CHT CHS ENU 1028
TTY English (ENX) ENX ENU ENU Not supported ENU 33810
UK English (ENG) ENG ENU ENU ENU ENU 2057
U.S. English (ENU) ENU ENU ENU ENU ENU 1033

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

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32 Chapter 1: Cisco Unified Communications System Fundamentals

Using Cisco Unity Optional Networking Features

The main goal of networking in Cisco Unity is to deliver messages from a Cisco Unity server
to a target messaging server and from the target to a Cisco Unity server. This can be either
between Cisco Unity servers or from a Cisco Unity server to a third-party messaging system.
The experience that a user has is very simple: they leave a message for someone who is a
subscriber on the system, and the subscriber receives it. The user does not need to know what
type of server the subscriber resides on or the communications protocols and software setup that
are required to transfer the message. This is all transparent to the user.
The optional networking features in Cisco Unity that are discussed in this section include the
following:
• Networking with the Audio Messaging Interchange Specification, analog (AMIS-a)
protocol
• Voice Profile for Internet Messaging (VPIM) protocol
• Bridge networking (Octel analog)

AMIS-a Networking
Cisco Unity can be set up to use AMIS when the target messaging server is another voice-mail
server that supports the AMIS-a specification. This provides an analog method for transferring
voice messages between different voice-messaging systems.
AMIS-a support is available when integrating with Microsoft Exchange. You can use AMIS
networking to assist customers in transitioning their legacy voice-mail systems to an IP
telephony solution. The industry-standard protocol provides a way for disparate voice-mail
systems to exchange messages. The protocol uses DTMF to address and control format, and
analog voice to transfer messages. The originating system sets up the call, establishes a
connection over the telephone network, and then sends data frames as DTMF tones and voice
data as audio to the destination system. The destination system sends response frames as DTMF
tones. For each subscriber that is located on another voice-mail system, you add an AMIS
subscriber to Cisco Unity. These subscribers are accessible through the Cisco Unity directory.
An AMIS subscriber has similar attributes to an Exchange custom recipient. AMIS subscribers
do not impact Exchange licensing counts because its message store resides on the other voice-
mail system. If you have several Cisco Unity servers that are using the same directory and are
networked together, only one Cisco Unity server requires licensing for AMIS networking.
The following are supported AMIS-compliant voice-messaging systems with Cisco Unity
4.0(x):
• Active Voice Repartee
• Avaya Interchange with AMIS-analog Networking Gateway
• Avaya INTUITY AUDIX

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 Understanding Cisco Unity Features 33

• Avaya Octel 100 Messaging

• Avaya Octel 250/350
• Centigram Voice Mail
• Nortel Networks Meridian Mail
• Siemens PhoneMail
AMIS networking is explained in more detail in Chapter 10.

Voice Profile for Internet Messaging

VPIM networking in Cisco Unity for Exchange allows different voice-messaging systems to
exchange voice, fax, and text messages over the Internet or any TCP/IP network. VPIM is a
digital standard that is based on the SMTP and Multipurpose Internet Mail Extension (MIME)
protocols. Messaging servers digitally transfer voice, text, and fax messages between each
other. VPIM networking may allow organizations to save long-distance charges on messages
between target servers because those messages are traveling over a TCP/IP network rather than
over more costly PSTN lines. As with AMIS networking, if you have several Cisco Unity
servers that are using the same directory and are networked together, only one Cisco Unity
server requires licensing for VPIM networking.
Supported VPIM-compliant voice-messaging systems with Cisco Unity 4.0(x) include:
• Mitel/Baypoint NuPoint Messenger (formerly known as Centigram Series 6)
• Nortel CallPilot
• Nortel Meridian Mail with Meridian Mail Net Gateway
• Avaya Interchange (supported only with Cisco Unity 4.0(x) in the voice-messaging
configuration)
VPIM networking is explained in more detail in Chapter 10.

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

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34 Chapter 1: Cisco Unified Communications System Fundamentals

Using Cisco PA Standard Features

The Cisco PA features discussed in this section include the following:
• Follow Me
• Name dialing using a personal address book or corporate directory
• Name synchronization with a personal address book and Exchange contacts list
• Mail browser
• Web-based user administration
• Web-based system administration
• Rules-based routing
• Speech recognition

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

Name Dialing
Name dialing is a powerful PA voice-recognition tool that allows PA users to simply say the
name of the person to whom they want PA to transfer them. You can also set up name dialing
for outside callers to be able to say a person’s name and have PA transfer them to that person.
For example, if you say “Call Mike Davis,” PA searches the corporate directory and personal
address book to see if it can find a match and place the call for you. You can also limit PA’s
search to just your personal address book when you dial by name, which improves the accuracy
of the dialing by searching fewer names.

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

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 Understanding Cisco Unity Features 35

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

Web-Based User Administration

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

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

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36 Chapter 1: Cisco Unified Communications System Fundamentals

A PA-enabled user can perform the following:

• Create and modify destinations (phone numbers and e-mail-based paging addresses where
a user wants to be reached)
• Create and modify destination groups for you can be reached in multiple numbers
• Create and modify callers in the Cisco PA address book
• Create and modify groups of callers
• Create and modify rules and rule sets
• Activate rule sets
• Create and modify dial rules
• Test call-forwarding rules
• Test dial rules
• Turn on/off call forwarding all (CFA) and screening capabilities
• Turn on/off authentication when calling from a personal destination
• Set a Cisco Unity mailbox number
• Create nicknames to simplify name dialing
• Select a time zone
• Set name-dialing preference for speech recognition
• Set name-dialing preference for automatic additions to the personal address book
• Reset spoken name
• Select a call-pickup timeout
• View the name of the user who is currently logged in
• Select language/locale for GUI and speech-recognition engine (North American English,
British English, French, French Canadian, or German)

Web-Based System Administration

PA system administrators can use the web administration interface to perform the following:
• Set a central Cisco PA system call-in number
• Load-balance calls
• Configure Cisco PA redundant servers
• Configure Cisco PA to access an LDAP directory
• Configure Cisco PA to access Microsoft Exchange 5.5, Exchange 2000, and Exchange
2003
• Configure one or more languages/locales

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 Understanding Cisco Unity Features 37

• Provide information, warning, and error messages

• Provide system and error reporting
• Manage the Cisco PA system control center
Figure 1-15 illustrates the Cisco PA 1.4 System Administration, Server Configuration page.

Figure 1-15 Cisco PA 1.4 System Administration Page

Rules-Based Routing
The Cisco PA rules-based routing is a powerful tool that allows users to redirect calls to their
phone based on certain rules. The rules can be set by a schedule (time of day, day of week, or
range of dates), and/or calls from certain individuals or a group of individuals. PA can redirect
calls to mobile phones, home phones, or voice mail, or it can even try more than one destination.
Figure 1-16 illustrates Cisco PA call-routing examples.

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38 Chapter 1: Cisco Unified Communications System Fundamentals

Figure 1-16 Cisco PA 1.4 Call-Routing Examples

If someone from my project team calls, send If my manager calls, check my calendar. If I’m
the call to my office phone. If I don’t answer, not in a meeting send the call to my office phone,
forward the call to my mobile phone. else send to voice mail and page me.

If my customer calls, send Between 5 and 8 p.m., forward

the call to my mobile phone. calls to my home office.

Cisco Unity
Voice Messaging
V Ring Branch
U

Check My Calendar Ring

IP Network

Ring Ring

Directory

Figure 1-17 illustrates the Cisco PA 1.4 User Administration Rule-Sets page.
You can create the rules through the User Administration console, and you can activate or
deactivate them by voice commands over the phone.

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 Understanding Cisco Unity Features 39

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

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

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40 Chapter 1: Cisco Unified Communications System Fundamentals

Cisco PA also allows a user to work within Cisco Unity through verbal commands. The user is
able to access Cisco Unity and listen to, send, skip over, save, or delete messages using voice
commands.
Figure 1-18 illustrates Cisco PA 1.4 speech-recognition examples.

Figure 1-18 Cisco PA 1.4 Speech-Recognition Examples

Dial Personal Assistant from

your office, SAY “Call Mary Lane.”

Dial Personal Assistant from your

office, SAY “Conference John Smith”
and add additional names.

Dial Personal Assistant from your

car, SAY “Conference Project Team”

Browse your Cisco Unity voice mail

with voice commands, SAY
“Retrieve messages.”

Dial Personal Assistant from an alternate

office, SAY “Follow Me” and all calls will
forward to that number.

Using Cisco PA Optional Features

Cisco PA optional features discussed in this section include the following:
• Localizations
• IP Phone Productivity Services: CalendarView and MailView

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 Understanding Cisco Unity Features 41

Localizations
Cisco PA is now available in a localized format for the following languages:
• French (full)
• German (full)
• French Canadian (TUI and ASR only)
• British English (TUI and ASR only)
With a full localized version, the TUI (also known as the conversation), automatic speech
recognition (ASR), and the web-based administrative interfaces are all available in the targeted
language. This is the case with English, French, and German. The French-Canadian and British
English localizations provide the TUI and ASR.

IP Phone Productivity Services

IP Phone Productivity Services brings the power of Cisco PA to Cisco 7940, 7960, and 7970 IP
display phones. The CalendarView feature allows users to view their appointment calendar by
day or by week. They can respond to meeting requests or change their responses. As a reminder,
IP Phone Productivity Services can provide notification of upcoming appointments by phone
display or pager. It also allows you to log in to any 7940/7960/7970 Cisco IP Phone in a Cisco
CallManager cluster for access, including any desk, coworker’s office, conference room, or
lobby phone.
The MailView feature allows users to access their voice-mail and e-mail messages in their
Cisco Unity mailbox without dialing the voice-mail server. They can listen to their voice-mail
messages and then reply to, forward, or delete them. They also can read, forward, or delete their
e-mail messages and see whether the message is read or unread.
Also available with IP Phone Productivity Services is the ability to synchronize the personal
address book with the Microsoft Exchange contact list through the IP phone display. You may
also activate or deactivate Rule-Sets, or confirm a certain Rule-Set is active.
Figure 1-19 illustrates the Cisco PA 1.4 IP Phone Productivity Services available on 7940 and
7960 Cisco IP display phones.

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42 Chapter 1: Cisco Unified Communications System Fundamentals

Figure 1-19 Cisco PA 1.4 IP Phone Productivity Services

Chapter Summary
In this chapter, you learned about how calls are routed between Cisco servers and telephone
switching equipment; the flow of information between Cisco servers and telephone switching
equipment; the features available in Cisco Unity 4.0; and the features available in Cisco PA 1.4.
Specifically, you have learned how to do the following:
• How an outside caller interacts with Cisco Unity and PA
• How a subscriber interacts with Cisco Unity and PA
• Describe a Cisco Unity communications integration
• Describe the features that constitute a Cisco Unity integration
• Describe the different methods of integrating Cisco Unity with a telephone system
• Describe the integration of Cisco PA and Cisco CallManager
• Cisco Unity and PA standard features
• The new Cisco Unity 4.0 features
• Cisco Unity and PA optional features

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 Chapter Review Questions 43

For additional information, refer to these resources:

• Cisco Unity System Administration Guide
• Cisco Personal Assistant Administration Guide
• Various Cisco Unity Telephone Switch Integration Guides available at [Link]
• Cisco Unity Design Guide
• Cisco Unity white papers available at [Link]
• Cisco Personal Assistant Installation and Administration Guide
• Cisco Personal Assistant—Enhance Productivity by Streamlining Communications data
sheet

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 Name three of the standard features new to Cisco Unity 4.0.
2 Name an optional networking feature that is new in Unity 4.0.

3 What new feature enables Cisco Unity to transfer a user immediately to the subscriber
who left a message that the user is currently listening to?
4 True/False: Cisco Unity 4.0 now supports multiple directory handlers.

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

6 What client software package allows Unified Messaging on Lotus Notes client desktops
with Cisco Unity?
7 Name three of the qualified third-party fax solutions for Cisco Unity Integrated Faxing.

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

9 What new networking feature in Cisco Unity 4.0 uses a standard that is based on the
SMTP and MIME protocols?
10 When using Cisco PA, what feature enables you to be transferred to a person by saying
that person’s name?
11 What Cisco PA feature can provide users with notification of upcoming appointments on
the phone display?

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Upon completing this chapter, you will be able to perform the following tasks:
• Use the Cisco Unity features and functions to route calls and present subscriber
options for voice message retrieval
• Use Cisco Personal Communications Assistant (Cisco PCA) to expand the already
diverse features available in Cisco Unity
• Use Cisco Personal Assistant (PA) to provide speech-enabled access to Cisco Unity
voice messages, corporate directories, conference calling features, and contact lists
from any telephone

From the Library of David Alfaro Cordova

 CHA PTER
2
Using Your Cisco Unified
Communications System
This chapter discusses the basics of the Cisco Unity system operation. The basis of the
Cisco Unity system is, of course, managing calls. However, that is where its overall
similarity with traditional voice-messaging systems ends. The manner in which the Cisco
Unity system handles calls is of particular importance. Use of the Cisco Unity system
Telephone User Interface (TUI) is discussed in this chapter as an additional introduction to
the system.
The Cisco Unity system offers a diverse feature-set to its users. This diversity includes the
capability to receive voice messages in a Microsoft Outlook or Lotus Notes e-mail client
through the use of ViewMail for Outlook (VMO) or Domino Unifiec Communications
Services (DUCS). Also of interest in this chapter is a discussion of Cisco PCA.
Cisco PA, not to be confused with Cisco PCA, allows a subscriber to customize the method
by which calls are handled. Rule-sets are used in Cisco PA to specify how personal calls
should be treated when certain conditions are met and these rule-sets can be configured
through a web interface.

Using Cisco Unity

When you administer a Cisco Unity or PA system, you need to provide services directly to
end users of the system. To accomplish this, you must thoroughly understand the array of
available features and functions and how to properly deploy those features and functions.
You also need to gain comprehensive knowledge of various modes and facets of system-to-
user and user-to-system interaction. This first-hand knowledge of the technologies that are
being used will help you to support the system.
Knowing the extent of the form and function of a Cisco Unity or PA installation is important
because it helps you to reduce troubleshooting and the mean time to repair (MTTR) in an
outage or other user-support situation.

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46 Chapter 2: Using Your Cisco Unified Communications System

To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of how calls are handled in a Cisco Unity system (See Chapter 5, “Unified
Communications System Customization”)
• Knowledge of the interaction between Cisco Unity and Microsoft Exchange/Active
Directory and/or Lotus Domino (see Chapter 8, “Cisco Unified Communications System
Software”)

Managing Calls
When an inbound call arrives, it is processed by a telephone system like Cisco CallManager.
You can have a Cisco CallManager interact with the Cisco Unity system and pass along any
pertinent information that can be provided. This may include caller ID, name of the caller, or
other information. The information passed is dependent on Cisco CallManager and its
configuration. Once the Cisco Unity system receives the call, numerous possibilities can be
explored in handling the call.
Upon seeing that the call is not sourced from a configured Cisco Unity subscriber, the Standard
Opening Greeting is played to the caller. In cases where a subscriber-to-subscriber call is being
made, the caller simply hears the subscriber conversation as configured by the individual.

Understanding the TUI

When the Cisco Unity System receives a call from an outside caller, the caller hears the Cisco
Unity conversation, a prerecorded set of instructions and options that is made available to
callers and subscribers to meet the needs of each. The Cisco Unity conversation enables the
caller to access the Cisco Unity Automated Attendant, conduct subscriber searches using
directory assistance, use call-routing options, and play audiotext messages. Subscribers hear the
subscriber conversation, which enables them to enroll as new subscribers, send or receive
messages, record greetings, and change personal settings.
For subscribers, there are two types of conversations, the standard conversation and the optional
conversation. The standard conversation is the default subscriber conversation. The optional
conversation allows subscribers to hear message-retrieval menus that closely resemble
traditional voice-messaging choices with which they may be familiar. The optional
conversation needs to be activated to use it.
As a best practice, you should always configure an option to “0-out” during the personal
greeting or while in the Auto Attendant to get a human operator. There are a number of options
that can be configured using one-key dialing beyond the simple operator functionality.

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 Using Cisco Unity 47

If the caller does not make any selections on the keypad, they are automatically routed to the
operator as if they had pressed 0 in the Auto Attendant. This also serves to aid any callers who
are using pulse-dial telephones.
By choosing to use the Automated Attendant feature, the caller may enter a subscriber
extension. The Cisco Unity system forwards the call according to the configuration of the
subscriber Profile. Of course, if that subscriber does not answer, the call can be routed back to
the Cisco Unity system, and then to appropriate call handlers for additional forwarding to voice
mailboxes, cell phones, pagers, and any number of other configurable options.
In situations where a caller does not know the direct subscriber extension, a search function can
be executed to parse the directory of subscribers based on extension or name. When the caller
finds a single match, the call is forwarded to the subscriber’s voice mail or directly to the
extension. The automatic forward feature on a single match is a configurable feature.
Optionally, you can present the caller with the chance to verify the subscriber name before the
call is forwarded. In the case of multiple matches, the caller is presented with a choice of the
matches to choose from before the call is forwarded. This is known as a Directory Handler and
will be discussed in the “Setting Up Cisco Unity” section of Chapter 3, “Cisco Unified
Communications General Setup.”
In cases where a subscriber is dialing into the system, the TUI presents the same basic options;
however, the subscriber is able to access personal settings and, of course, messages. The TUI
settings available to the suscriber are as follows:
Greetings:
• Record a personal greeting
• Enable or disable greeting
Call Transfers:
• Transfer calls to an extension or send to the greeting
• Change extension
Message Notification:
• Enable or disable a notification device, and change its number
Message Playback:
• Select full or brief Cisco Unity conversation menus
Message Addressing:
• Switch between addressing to other subscribers by name or by extension (by pressing
##)*

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Personal Settings:
• Record a name
• Specify fax delivery number
• Change directory listing status
• Change password
Private Lists:
• Add and delete members

Defining Subscribers
A Cisco Unity subscriber is simply defined as a person for whom a Cisco Unity account is
created. This can include a number of available options, but at the most basic level, the
subscriber is a voice-mail user.
When a call comes into the Cisco Unity system, the system verifies the calling and called
number information. In doing so, it scans the Cisco Unity system directory, seeking a match
based on the source extension of the call. If the system finds a match, it prompts the subscriber
for the password. Essentially, the system recongnizes that someone is attempting to retrieve
messages or access the system for other available features. If the system does not find a match,
it plays the Opening Greeting by default.
If a call is forwarded to the Cisco Unity system, Cisco Unity looks at the called party number
received by Cisco CallManager or some other telephone system to search its directory for an
extension match. If the Cisco Unity system finds a match, it plays the Standard Greeting of the
called extension. If no match is found, the Opening Greeting is played, unless otherwise
configured by the system administrator.
When a subscriber accesses the system for the first time and presses * and then enters their
extension number, they are typically presented with a special first-time subscriber conversation
that is meant to enroll them in the system. The system prompts the subscriber to record a voice
name and a personal standard greeting. It then provides the opportunity to set a password.
When a subscriber is first created in the Cisco Unity system, their Microsoft Windows default
password is set to 12345678 and the phone (voice mail) password is set to 12345; these defaults
can be changed by using the appropriate subscriber template for creating additional subscribers.
Each subscriber must set their own personal password, as mandated by the subscriber template
in effect at login. The administrator has the option of configuring the subscriber template to not
require a password. The password is not stored in clear text anywhere in the system. If a
subscriber forgets their password, an administrator can, using the Cisco Unity System
Administrator, delete the existing password and assign a new, temporary password, which the
user should change at first login. Otherwise, the only information available to the administrator

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 Using Cisco Unity 49

is that the subscriber box does indeed have a password set and when it was last changed.
Passwords on subscriber mailboxes are optional, but are highly recommended.
The normal subscriber conversation proceeds through a series of four major actions each time
a subscriber calls into the system. For each of the actions, subscribers may use full or brief
menus for the actions after login. The choice of full or brief menu structure, once made, affects
the entire subscriber mailbox. The subscriber can take the following actions:
1 Check new messages—Upon receipt of a new voice message, the system lights the
message waiting indicator (MWI) on the subscriber’s phone. The messages are sorted in
the mailbox in the configured order. The order can be changed by the subscriber.
Depending on the choices made by the administrator when adding subscribers, Cisco
Unity can tell how many new and saved messages are in the stack, who the sender is, how
long the message is, and what number message this is in the total stack. The following list
shows the standard conversation for the retrieval of messages when using a telephone:
a. Press 1 for new messages:
— Press 1 for voice messages
— Press 2 for e-mails
— Press 3 for faxes
— Press 4 for receipts
— Press # for all messages
b. Press 3 and then 1 to review saved messages:
— Press 1 for voice messages
— Press 2 for e-mails
— Press 3 for faxes
— Press 4 for receipts
— Press # for all messages
c. Here are the options during a message:
— Press 1 to restart a message
— Press 2 to save a message
— Press 3 to delete a message
— Press 4 to slow playback a message
— Press 5 to change the volume of a message (available on some systems)
— Press 6 to fast playback a message
— Press 7 to rewind a message
— Press 8 to pause/resume a message
— Press 9 to fast-forward a message

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— Press # to fast-forward to end a message

— Press # # to save a message as is
d. After-message options:
— Press 1 to replay a message
— Press 2 to save a message
— Press 3 to delete a message
— Press 4 to reply to a message
— Press 4 then 2 to reply to all a message
— Press 4 then 4 to call the subscriber (available on some systems)
— Press 5 to forward a message
— Press 6 to save a message as new
— Press 7 to rewind a message
— Press 8 to deliver an e-mail or fax to a fax machine (available on some systems)
— Press 9 to play the properties of a message
— Press # to save a message as is
2 Send a message—Subscribers can quickly and easily send messages to other subscribers
or distribution lists, such as all sales representatives. This can be done by entering
extensions or by using the subscriber directory. Subscribers have the option to pause while
recording a message or start over from the beginning of the message.
After addressing and recording a message, the subscriber has the following standard
options:
a. Press # to send a message now
b. Press 1 for other message options
i. Press 1 to change the address
— Press 1 to add a name
— Press 2 to hear the current selected names
— Press 3 to remove a name that was selected
ii. Press 2 to change a recording
— Press 1 to hear a recording
— Press 2 to save a recording
— Press 3 to rerecord a recording
— Press 4 to add to a recording
[Link] 3 to set a message for special delivery

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 Using Cisco Unity 51

— Press 1 to set a message as urgent

— Press 2 to flag a message for return receipt
— Press 3 to set a message as private
— Press 4 to set a message for future delivery
iv. Press 4 to review a message
v. Press # to send a message
3 Review old messages—The options available here are the same as those listed under
Step 1, “Check new messages.” Once a message has been heard in its entirety, it is
changed in status to an old message. The old message is moved to the old-message stack
and the MWIs are extinguished.

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

4 Change setup options—Subscribers have the option to change setup options over the
phone, including greetings, transfer and delivery options, and personal options, such as
their password, recorded name, spelled name, and directory listing.
When you are logging in, you can press 4 to access the setup options. Here are then the
options:
a. Press 1 for greetings and call transfer settings
i. Press 1 to change greetings
— Press 1 to record this greeting
— Press 2 to turn on/off alternate greeting
— Press 3 to edit other greetings
— Press 4 to hear all greetings
ii. Press 2 Message options
— Press 1 to switch between transferring calls to an extension or a phone
number

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b. Press ‘2’ Message settings

i. Press 1 to change the message notification
— Press 1 for pager settings
— Press 2 for Home phone settings
— Press 3 for Work phone settings
— Press 4 for Spare phone settings
ii. Press 2 to change fax delivery settings
— Press 1 to keep the current number
— Press 2 to enter a new number
iii. Press 3 to change the style of your menu
— Press 1 to select either a full or brief menu
iv. Press 4 to edit your private lists
— Press 1 to hear your list
— Press 2 to change names on list
c. Press 3 for your personal settings
i. Press 1 to change your password
ii. Press 2 to change your recorded name
iii. Press 3 to change your directory listing
— Press 1 to change the listing status
In addition, at any time during the conversation (whether you are checking a message or
setting up options), the subscriber can press 0 for help or * to cancel or move back one
level in the menu structure.
Table 2-1 illustrates the configurable standard conversation options available in the Cisco Unity
System Administrator. These options are found on the SA Subscribers > Subscriber Template
> Conversation page.
Table 2-1 Standard Conversation Options
Field Considerations
Menu Style Choose one of these options:
Full Menus—Subscribers hear comprehensive instructions; select for a
new subscriber.
Brief Menus—Subscribers hear abbreviated versions of the full menus;
select for a more experienced subscriber.
Volume Level Select the volume level at which the subscriber hears the Cisco Unity
conversation. Subscribers can also adjust the volume temporarily from
their phones.

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 Using Cisco Unity 53

Table 2-1 Standard Conversation Options (Continued)

Field Considerations
Language Select the language in which the subscriber conversation plays instructions
to the subscriber.
This setting also controls the language used for text-to-speech (TTS) e-
mail.

NOTE To use TTS e-mail, your organization must have

purchased TTS e-mail licenses and installed the
appropriate TTS languages. TTS e-mail is controlled
by COS.

Time Format Select the time format used for the message time stamps that subscribers
hear when they listen to their messages over the phone:
System Default—Subscribers hear message time stamps in the time
format specified in the Use 24-Hour Time Format for Conversation and
Schedules field on the System > Configuration > Settings page.
12-Hour Clock—Subscribers hear 1:00 p.m. when listening to the time
stamp for a message left at 1:00 p.m.
24-Hour Clock—Subscribers hear 13:00 when listening to the time stamp
for a message left at 1:00 p.m.
Subscribers can set their own time format preferences in Unity with Cisco
Cisco PCA.
When Exiting the Select the destination to which Cisco Unity sends the subscriber when
Conversation, Send exiting the conversation:
Subscriber To Call Handler—Sends the call to the call handler that you select.
Directory Handler—Sends the call to directory assistance.
Greetings Administrator—Sends the call to a conversation for changing
call handler greetings over the phone.
Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can
appear rude to callers.
Interview Handler—Sends the call to the interview handler that you
select.
Sign-In—Sends the call to the subscriber login conversation.
Subscriber—Sends the call to the subscriber that you select.

continues

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54 Chapter 2: Using Your Cisco Unified Communications System

Table 2-1 Standard Conversation Options (Continued)

Field Considerations
Identify a Subscriber Select how subscribers address messages to other subscribers. Subscribers
By can address messages over the phone by entering a subscriber’s extension,
first name, or last name. Addressing by name requires lettered keypads on
subscriber phones.
In the subscriber conversation, subscribers can switch between addressing
by name and addressing by extension by pressing the # key twice. Note
that when the Enable Spelled Name Search check box is unchecked on the
System > Configuration > Settings page, subscribers can address
messages over the phone only by entering subscriber extensions.
Subscriber Recorded Check this check box to have Cisco Unity play the recorded name of the
Name subscriber when the subscriber accesses Cisco Unity by phone.
Uncheck the check box to have Cisco Unity go directly to the message
count.
Message Count Totals Check this check box to have Cisco Unity announce the total number of
unopened messages. The number includes voice, e-mail, fax, and return
receipt messages.
Voice Message Count Check this check box to have Cisco Unity announce the number of voice
messages that have not been heard.
E-Mail Message Check this check box to have Cisco Unity announce the number of
Count unopened e-mail messages.
Fax Count Check this check box to have Cisco Unity announce the number of
unopened fax messages.
Saved Message Count Check this check box to have Cisco Unity announce the total number of
messages that have been opened but not deleted. The number includes
voice, e-mail, fax, and return receipt messages.
Message Type menu Check this check box so that Cisco Unity plays the following menu when
subscribers log on to Cisco Unity over the phone:
Press 1 to hear voice messages
Press 2 to hear e-mails
Press 3 to hear faxes
Press 4 to hear receipts
Press # to hear all messages
Note that although the e-mail and fax options are available in the Message
Type menu, Cisco Unity plays e-mails and faxes only when the subscriber
is assigned to a COS that has the TTS and FaxMail features enabled.
Subscribers can also enable the Message Type menu by using Cisco PCA.

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 Using Cisco Unity 55

Table 2-1 Standard Conversation Options (Continued)

Field Considerations
Sort by Message Type Select a message type, and then click the Move Up and Move Down
buttons to reorder the list of message types. Cisco Unity plays messages in
the order that you specify here.
Subscribers can also specify the order in which Cisco Unity plays new and
saved messages by using Cisco PCA.
Then by Click Newest First or Oldest First to specify the message order for new and
saved messages.
Sender's Name Check this check box to have Cisco Unity announce the name of the
sender, if the message is from an identified subscriber.
Message Number Check this check box to have Cisco Unity announce the sequential number
of a message (“Message one is...”).
Use with the Message Count Totals check box to help the subscriber keep
track of the number of unheard messages.
Time the Message Check this check box to have Cisco Unity announce the date and time a
Was Sent message was sent, before playing the message.
Time the Message Check this check box to have Cisco Unity announce the date and time a
Was Sent message was sent, after playing the message.

Using ViewMail for Microsoft Outlook

VMO is a desktop subscriber interface for unified messaging installations. VMO is a licensed
software package that works with the Cisco Unity system. VMO is simply another Outlook
form that is installed on the subscriber’s workstation from the Cisco Unity CD-ROM.

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56 Chapter 2: Using Your Cisco Unified Communications System

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

Figure 2-1 VMO Interface

The VMO interface adds the capability to manipulate a voice mailbox from the subscriber
messaging client. Normal tasks associated with voice mail and voice messages, including
listening to, sending, replying to, or forwarding voice messages, can be performed from the
client.
The Media Master control when using Microsoft Outlook supports the creation and editing of
subscriber recordings via the multimedia devices on the workstation or the phone. The
ViewMail for Outlook form can be used with Microsoft Outlook 98, Outlook 2000, and
Outlook XP. As of this writing, ViewMail cannot be used with Microsoft Outlook Web Access
because it does not support the use of Microsoft Outlook forms.

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 Using Cisco Unity 57

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

The form presents the voice message to the user who is using the Media Master Control, an
intuitive play/pause/record set of controls. In addition, the first control on the Media Master is
the Options menu, where users set their playback and recording devices and can copy and paste
voice messages onto their desktop, for example. The Media Master control when using MS
Outlook is an eXtensible Markup Language (XML) control that is used in every place in the
Cisco Unity system interface where sound needs to be played or recorded. It is the same in the
SA, the Cisco Unity Assistant (CUA), and the Cisco Unity Inbox.
If the subscriber has not installed VMO, the voice messages are simply e-mailed as .wav file
attachments. VMO also provides the capability to hear the messages through PC speakers. If
the message was left by another subscriber, it is possible to reply to the message simply by
clicking the VMO Reply button. The Media Master Control when using MS Outlook allows a
message to be recorded and sent. The Cisco Unity system processes the message just as if it had
been left via a telephone handset and activates the MWI of the destination subscriber. If a user
uses the Outlook Web Client, the file appears as a .wav attachment. This is especially useful for
traveling or remote users. As an added feature, the text of the message can be included in the e-
mail along with the voice-message attachment.

Using DUCS for Lotus Notes

DUCS for Cisco Unity is a desktop interface that allows unified messaging features for an IBM
Lotus Notes user. IBM Lotus has constructed a software suite of applications called Domino
Unified Communications Services (DUCS). DUCS for Cisco Unity is an application that is
included with the purchase of the DUCS software suite. E-mail and voice-mail capabilities are
provided in one software application. The DUCS for Cisco Unity software is installed on the
client workstation by the administrator or the end user.
The software is essentially a Lotus Notes Mail template built and supported by IBM Lotus and,
as mentioned, obtained from IBM or an IBM reseller through the purchase of the DUCS
software suite. Subscribers are able to listen to, send, reply to, or forward voice mails. The client
software supports the capability for subscribers to record through their multimedia device or
through their phone.

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Customizing VMO
VMO interaction is customizable in a number of differing ways. These alterations can affect
sounds played when message events occur, allow for auto-playback of messages (if the check
box to play automatically is checked, which by default it is not), or allow messages to be saved
to a messaging client. There is also a check box that allows the option to save only the message
header in the Sent Items folder.
The sound that notifies the subscriber of new voice messages arriving in the Inbox can be
customized by importing a custom .wav file. This enables the subscriber to add a more personal
touch to the delivery of voice-mail messages to their desktop. However, this option is available
only if the subscriber’s computer has multimedia speakers.
Another setting that can be altered is the one dealing with message playback. Setting up the
automatic voice message playback feature causes voice messages to begin playing as soon as
they are opened. With automatic playback disabled, the Media Master control bar is used to play
voice messages.
If your Outlook Inbox is set to save copies of sent messages in the Sent Items folder, a copy of
each voice message that you send using VMO is also saved. Over time, this can cause hard disk
constraint issues. Therefore, the option to disable the saving of sent messages has been provided
in the VMO client.
At times, there will be deployments and installations to sites that are using lower bandwidth
links. In these circumstances where throughput is limited, it is possible, though not the default
action, to configure messages to download to the local workstation prior to playback.

Understanding Cisco PCA

Cisco PCA serves as a centralized point of access to subscriber web-based applications. The
Cisco PCA portal includes the Cisco Unity Inbox (formerly known in Cisco Unity version 3.1
and earlier as the Visual Messaging Interface, or VMI) and the Cisco Unity Assistant (formerly
known in verions of Cisco Unity 3.1 and earlier as Active Assistant, or AA). Cisco PCA is
available to subscribers through a URL. Subscribers need not have any particular COS rights to
access it, but they do need appropriate COS rights to the Cisco Unity Inbox and the CUA. Cisco
PCA is automatically installed during the Cisco Unity system installation. This easy-to-use web
interface gives subscribers desktop access to manage their voice-mail account.
To fully benefit from this section, it is recommended that you have the following prerequisite
skills and knowledge (refer to Chapter 1, “Cisco Unified Communications System
Fundamentals,” for a quick review of either topic):
• Knowledge of Cisco Unity standard and optional features
• Knowledge of Cisco Personal Assistant standard and optional features

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 Understanding Cisco PCA 59

To access the interface, point the Microsoft Internet Explorer browser to http://
UnityServerName/ciscopca.

NOTE The address [Link] URL is case sensitive!

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

Understanding the Cisco Unity Assistant

The Cisco Unity Assistant (CUA) allows subscribers to access their voice-mail messages via
Internet Explorer.
By using the CUA, a subscriber can change a number of options, including the following:
Greetings:
• Record a personal greeting
• Enable or disable a greeting
• Switch between the system prompt and personal greeting
Call Transfers:
• Transfer calls to an extension or send to the greeting
• Change extension
Call Holding and Screening:
• Select the action that Cisco Unity performs for unidentified callers when the subscriber
phone is busy, including placing the caller on hold, prompting the caller to hold or leave
a message, and sending the caller directly to the greeting
• Select the action that Cisco Unity performs when the subscriber answers calls from
unidentified callers, including telling the subscriber who the call is for, announcing that
Cisco Unity is transferring the call, prompting the subscriber to accept or refuse a call, and
prompting the caller to say their name

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Message Notification:
• Enable or disable a notification device, and change its number
• Specify dialing options
• Select the types of messages and message urgency for which Cisco Unity calls a device
• Set up a notification schedule, and specify what happens when a device does not answer,
is busy, or fails
Message Playback:
• Select full or brief Cisco Unity conversation menus
• Select the action that Cisco Unity performs when the subscriber calls Cisco Unity,
including greeting the subscriber by name and announcing the number of new messages
by type
• Select the action that Cisco Unity performs when messages are played, including
announcing the name and number of the sender who left a message, whether the time
stamp is played before or after the message, and the volume level at which messages are
played
Message Addressing:
• Switch between addressing messages to other subscribers by name, or by extension
• Specify the order in which to address messages by name (last name followed by first
name, or vice versa)
Caller Options:
• Allow callers to edit messages
• Allow callers to mark messages urgent
Personal Settings:
• Record a name
• Specify a fax delivery number
• Change directory listing status
• Change password
• Select the language used for the subscriber phone conversation
Private Lists:
• Enter a display name
• Record a name
• Add and delete members

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 Understanding Cisco PCA 61

Understanding Cisco PA Call Flow

When a Cisco PA–enabled subscriber number receives an outside call from the Public Switched
Telephone Network (PSTN), PA retrieves subscriber information from the Lightweight
Directory Access Protocol (LDAP) directory. Cisco PA works only in conjunction with a Cisco
CallManager system. Subscribers can configure individual rules for calls that are destined for
their own phone number(s). If rules have been configured, those rules are executed to route the
call as specified. Calls can also be set up with the “follow me” feature where no rules lookup
occurs and all calls are immediately sent to an alternate location or device. Rules-based call
routing can be handled according to caller ID, date and time of day, or the user’s meeting status
based on the user’s calendar.
Cisco PA has the capability to forward and screen incoming calls according to subscriber-
configured rules set up in the PA web interface. The PA administrator should provide end users
the URL for the PA server. Upon initial use of the PA web interface, a welcome screen is
presented. On this page, the default language is configured. This specifies the language in which
system prompts are heard. Subsequent visits result in the presentation of the Rule-Sets page to
configure call-forwarding preferences.
The web interface offers numerous features. However, the focus at this time is on two of the
more important features, Destinations and Callers, which are accessible through links at the top
of the web interface page. Figure 2-2 shows the Cisco PA web interface, particularly the Rule-
Sets page.
Clicking the Destinations link allows the user to define the desired destination of calls made, by
name and number. The Callers link allows the user to define entries in their personal address
book. These links serve to direct calls to a specific PA user. Once defined, Rule-Sets can be put
in place to actually initiate the call forwarding to the desired PA user.

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62 Chapter 2: Using Your Cisco Unified Communications System

Figure 2-2 Cisco PA Administration Rule-Sets Page

Understanding Cisco PA Speech Recognition

Cisco PA contains options to support speech-recognition capabilities. This allows a subscriber
to use voice dialing when calling individuals listed in the corporate directory or a personal
address book, set up conference calling, activate or deactivate Rule-Sets, or use their voice-mail
account.
When calling into PA, the subscriber is prompted to enter a PIN. This PIN is established in the
Cisco CallManager (CCM) system. PA may not always prompt for the PIN. The deciding
factors of whether or not the subscriber is prompted for the PIN depends on the source of the

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 Chapter Summary 63

calling number and the function PA is attempting to execute. The PA must recognize the calling
number. Otherwise, the PIN is required by the system to permit the subscriber to use any PA
functions. Also, any time rules are altered or executed, the Follow Me feature is enabled or
disabled or other call-forwarding functions are altered, the PIN will be required by the system.
Once logged in, the subscriber hears all prompts in their configured language. If no language
was configured, PA uses the default language established by the system administrator. Speech-
enabled directory dialing allows calls to be placed through PA by speaking a subscriber's name
or phone number aloud.

Using PA-Driven Voice Mail

Cisco PA’s voice-recognition features allow the subscriber to access Cisco Unity voice-mail
messages through spoken commands. PA also interprets touch-tone commands. When the
subscriber dials into PA for voice-mail access, PA first plays a welcome message and prompts
for the desired action. The subscriber simply speaks the desired command, such as “Check
messages”. The system prompts the subscriber for the PIN. The PIN used for PA and the
subscriber password to access Cisco Unity are not the same. They are stored in different
locations, one in PA or CCM, the other in Cisco Unity. If PA cannot verify the entered PIN, the
subscriber is transferred to the Cisco Unity voice-mail system and prompted to enter the
password established with it.
While listening to messages, the subscriber may use voice commands to complete tasks, such
as list or read messages, skip messages, delete messages, and call back the sender of a message
(if listed in the corporate directory). The voice-mail session is ended by the voice command
“Good bye.”

Chapter Summary
In this chapter, you learned about the Cisco Unity features and functions to route calls.
Specifically, you learned how to do the following:
• Determine the means by which calls are handled for individual subscribers.
• Use tools to aide in the delivery, sending, and manipulation of messages such as VMO and
PA to further complement the user-friendliness of the system overall.
• Use speech-recognition capabilities to allow subscribers to speak commands to place calls
to contacts in the corporate directory or personal address book.
• Configure call handling for individual subscribers, including forwarding of calls, handling
of messages, and other traditional voice-messaging capabilities
• Use the Cisco PA web interface to create and activate Rule-Sets for the subscriber based
on time of day, date, location, and other pertinent variables

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64 Chapter 2: Using Your Cisco Unified Communications System

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

• “White Paper: Client Access in a Voice Messaging-Only Deployment (Cisco Unity
Version 4.0).” This white paper is available on [Link]. Select Products and Services
> Voice and Telephony > Cisco Unity > Product Literature > White Papers.
• Cisco Unity User Guide. This is available for both Microsoft Exchange and Lotus Domino
installations; make sure that you choose the correct version. Go to [Link] and select
Products and Services > Voice and Telephony > Cisco Unity > Technical
Documentation > User Guides to choose the appropriate guide.

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 Explain briefly the process that occurs when a Cisco Unity subscriber logs in to the system
for the first time.
2 List four typical voice-mail subscriber options when using the TUI.

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

4 When a user is prompted for a PIN by Cisco PA, what is the result when the PIN cannot
be verified due to an incorrect entry?
5 Which interface allows a subscriber to configure Rule-Sets to enable call forwarding
based on personal preferences for PA?
6 Each subscriber must set a password as mandated by the subscriber template in effect at
login. If a subscriber loses or forgets the password set, what course of action should be
taken?
7 Describe the circumstance that will cause the MWI on the subscriber phone to be turned
off.
8 To configure call hold and screening features, which utility, discussed in this chapter,
should be used?
9 For Cisco PA to be fully used by a subscriber, it must be able to retrieve subscriber
information from an LDAP directory. Under what circumstance does this feature properly
function?
10 Cisco PA’s voice-recognition capabilities allow voice message access using voice
commands. List at least two tasks that are possible using voice commands.

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Upon completing this chapter, you will be able to perform the following tasks:
• Use the Cisco Unity System Administrator to perform supervisory tasks, such as
create subscriber accounts, set system schedules, specify settings for individual
subscribers or groups of subscribers through the use of subscriber templates, and
implement a call management plan
• Use configuration tools to manage settings, directory objects, system schedules, and
licensing and subscriber authentication

From the Library of David Alfaro Cordova

 CHA PTER
3
Setting Up Cisco Unified
Communications
To manage a Cisco Unity system and administer it efficiently, you need to understand the
product and its features. As with many other software functions, Cisco Unity has settings
and configuration options that are both global and record-specific. This chapter is dedicated
to the introduction of basic system administration, including layout, security, and help
functions. Basic rules of voice processing, as well as some additional tools, are discussed
to give you a better understanding of the information presented.
Among the topics discussed in this chapter is the basic use of the Cisco Unity System
Administrator web tool to administer the system. Nearly every facet pertaining to the
configuration of Cisco Unity is web-based in nature.
Following an introduction of the Cisco Unity System Administrator is a discussion of Cisco
Unity setup to give you a basic idea of what tasks are involved in getting a new installation
up and running.

Using the Cisco Unity System Administrator

The Cisco Unity System Administrator is the tool that you will use to perform the majority
of administrative tasks, so you need to become familiar with this tool to effectively
administrator and set up a Cisco Unity system.
Before you begin to read about how to use this tool, to fully benefit from this section, it is
recommended that you have the following prerequisite skills and knowledge. (If you need
a quick review, see the designated chapter, where you can find more information on the
topic.)
• A working knowledge of the Cisco Unity telephone user interface (TUI) and
subscriber tools for managing voice messages and settings (see Chapter 2, “Using
Your Cisco Unified Communications System”)
• A solid understanding of Cisco Unity basic features and functions (see Chapter 1,
“Cisco Unified Communications System Fundamentals”)

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68 Chapter 3: Setting Up Cisco Unified Communications

The Cisco Unity System Administrator is accessible by using Microsoft Internet Explorer 6.0
or later and is optimized to be viewed at 1024 ⫻ 768 resolution using 256 colors (but not below
800 ⫻ 600, because it is not accessible at 640 ⫻ 480). It is broken into three differing frames:
• Navigation bar—The navigation bar on the left holds all the links to the different areas
of administration and it’s organized by section.
• Title strip—The title strip gives the title of the page; that is the name of the subscriber or
call handler. It also contains the command icons to view, add, and delete, and the name of
the record being accessed.
• Page body—The page body gives all the current information and settings. Whereas the
address of the console is dependent on your naming conventions, the default address of
the Cisco Unity System Administrator is [Link] Unity server Name>/Saweb.
Figure 3-1 shows a logical view of the entire page, including the navigation bar, title bar, and
page body.

Figure 3-1 Cisco Unity System Administrator Page Layout

Title Strip
Command Icons and Name of Record

Navigation Bar
Page Body
Links to Pages, Page Name at Top
Organized by
Section

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 Using the Cisco Unity System Administrator 69

Defining the Navigation Bar

The navigation bar is one of the primary tools used on the main page of the Cisco Unity System
Administrator. This bar exists on the left margin of the Cisco Unity System Administrator main
page so that it is easily accessible by the Cisco Unity System administrator.
Two levels of navigation are available in the Cisco Unity System Administrator. The first level
of the navigation bar shows individual data categories and furnishes web links to each group of
pages within each of the categories.
The second level furnishes web links to each page within a selected group. After you select a
page, you can access individual records on that page by clicking the Find icon.
The navigation bar consists of six major portions (see Figure 3-2):
• Subscribers—This is where you can create, delete, or modify subscriber specific settings.
This section includes links to the subscriber, subscriber template, class of service (COS)
settings, public distribution lists, and account policy pages.
• Call Management—This is where you set how a call is handled by Cisco Unity. This
section includes links to the call handlers, directory handlers, interview handlers, call
routing, and restriction tables pages.
• Reports—This is where you can generate reports for either subscribers or system
information. This section includes links to subscribers and system reports pages.
• Network—If you are linking Cisco Unity with another voice messaging system, this
section will show the different options available for networking. The networking options
you are licensed for will appear here. This section includes links to both primary and
delivery location pages. If the system is licensed for AMIS or bridge networking, you see
those options here also.
• System—This section includes links to configuration, schedules, holidays, licensing,
authentication integrations, and ports pages.
• Unity Servers—Includes links that provide a list of all the Cisco Unity servers that are
digitally networked together.
You will need to be completely familiar with the links on the navigation bar, which should come
naturally to you over a short period of active administration.

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70 Chapter 3: Setting Up Cisco Unified Communications

Figure 3-2 Cisco Unity System Administrator Navigation Bar

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 Using the Cisco Unity System Administrator 71

Defining the Title Strip

The title strip is relatively self-explanatory. It serves to display the name of the record or of the
group of settings that appears on the page. The title strip also features command icons that
initiate actions, such as saving and finding records. At any given time, the icons are presented
in color. If a grayscale icon appears, it indicates that the option associated with that icon is
unavailable on that particular page. These icons include:
• Save—Saves entered data. This option is grayed out until changes have been recorded in
the record. If a different major link is clicked after making changes to the entries but not
saving the changes, the system prompts the administrator to save the changes, do not save,
or cancel.
• Find—Opens the Find window to allow for a search of available records for the displayed
category.
• Add—Opens an Add window to allow the addition of new records.
• Delete—Deletes the displayed record after prompting for confirmation of the deletion.
• Run—Generates a report (only available on Reports pages).
• Online Documentation—Provides access to the Help index and provides access to
information for field-by-field documentation for each page.
• Field Help—Displays question marks next to fields and buttons for which Help is
available.

Defining the Page Body

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

Protecting System Administration

As with any high- or unrestricted-access account, it is imperative that you protect the system
administrator account. A Cisco Unity system has numerous security features to provide some
level of protection. Among the features offered by the system is a choice between two
authentication methods, the Anonymous method and the Integrated Windows method (formerly
Windows NT Challenge/Response authentication). The Microsoft website contains general
information about both authentication types, including strengths and weaknesses of each.
Table 3-1 provides an overview of the authentication methods by describing some of the
advantages and disadvantages of each.

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72 Chapter 3: Setting Up Cisco Unified Communications

Table 3-1 Authentication Methods

Authentication
Type Advantages Disadvantages
Integrated Windows User credentials are not sent across Windows cannot validate the
authentication the network. Microsoft Internet identity of a user when the user is
Explorer and Microsoft Windows logged on to an untrusted domain
use a challenge/response and, therefore, denies the user
mechanism to authenticate the user. access to the Cisco Unity System
Administrator.
Integrated Windows authentication When subscribers log on to the
is the default in Microsoft Internet Cisco Unity System Administrator
Information Server (IIS); therefore, from another domain, they are
no additional setup is required. prompted to re-enter their
credentials every time that they
want to use the phone as a recording
and playback device for the Media
Master.
Anonymous When subscribers log on to the When a subscriber enters
authentication Cisco Unity System Administrator credentials on the Cisco Unity Log
from another domain, they can enter On page, the credentials are sent
the applicable credentials on the across the network in clear text. To
Cisco Unity Log On page for the solve this problem, configure Cisco
domain that the Cisco Unity server Unity to use Secure Sockets Layer
is in. (SSL).
When subscribers log on to the Because Integrated Windows
Cisco Unity System Administrator authentication is the IIS default, an
from another domain, they are not administrator must configure the
prompted to re-enter their system to use Anonymous
credentials each time that they want authentication.
to use the phone as a recording and
playback device for the Media
Master.

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

username and password. During the Cisco Unity installation process, the installer has the option
to configure IIS so that the Cisco Unity System Administrator uses Anonymous authentication
instead.
It is important to keep in mind that, until an administrative subscriber account is created, the
Windows credentials associated with the default administrator account must be used to log on
to the Cisco Unity System Administrator tool.
System Administrator permissions are based on a subscriber’s COS. Through COS, additional
administrative tasks and capabilities can be delegated to individual subscribers. All Cisco Unity

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 Using the Cisco Unity System Administrator 73

administrators must also be Cisco Unity subscribers. Figure 3-3 shows the Cisco Unity System
Administrator Subscribers page.

Figure 3-3 Cisco Unity System Administrator Subscribers Page

The manner in which the authentication is performed has an effect on the behavior of the
system. The administrator account, however, remains unchanged. It is possible to maintain only
the initial (default) administrator account. Typically, for customization, and even for tracking
and change control, separate accounts are created for each administrative user in the domain.
It is, however, possible to track administrator actions. Actions such as entry creation, updates,
deletions, and so on of Cisco Unity entities can be tracked by the Cisco Unity system.
Internet Explorer uses the Microsoft Windows 2000 Challenge and Response for System
Administrator (SA) access. Netscape Navigator is not supported for SA access because there is
no mechanism for challenge/response processes. SA permissions are based on a subscriber’s
COS. Through COS, you can delegate the system administration tasks, or a portion of them, to
other subscribers. A Cisco Unity administrator must also be a Cisco Unity subscriber.

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74 Chapter 3: Setting Up Cisco Unified Communications

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

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

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

Using Onscreen Help

Throughout the Cisco Unity system, including the System Administrator, an onscreen help
function is provided to assist new or less-experienced Cisco Unity administrators.
Two help icons are available on the console: a question mark icon (?) and an icon of a book.
The ? icon is a field help icon, whereas the book icon is used to access Cisco Unity online
documentation. Figure 3-4 illustrates these two icons.

Figure 3-4 Field Help and Online Documentation Help Icons

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

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 Using the Cisco Unity System Administrator 75

Figure 3-5 Onscreen Help Using the Book Icon

Using Cisco Unity Media Master

To enable you to record and play back voice, Cisco Unity uses the same interface consistently
throughout the product. The drop-down menu allows you to choose the phone or the PC
speakers and microphone to record and play back voice. It is also possible to copy and paste
voice files (.wav only). The Options selection is where you specify what telephone extension
Cisco Unity dials to reach a subscriber, and the name of the Cisco Unity server that will dial the
extension.
The Media Master control bar appears on each Cisco Unity System Administrator page on
which recordings can be made. It allows recordings to be created and played, either with a
phone or with a computer microphone and speakers, by clicking the Media Master controls.
Figure 3-6 shows the Media Master control bar.

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76 Chapter 3: Setting Up Cisco Unified Communications

Figure 3-6 Media Master Control Bar

Click to Stop Recording or Playback Click to Record

Controls
Click to Select
Playback
Recording and Playback
Volume
Devices or to Copy or
Paste Recordings Indicates the Length of the
Recording and Where you
Click to Play a Recording are in the Recording

Configuring a Cisco Unity System

This section serves as a Cisco Unity system setup and configuration guide. The actual
architecture and processes involved in installation of the software are covered in the
“Understanding Cisco Unity for Exchange Architecture” section of Chapter 8, “Cisco Unified
Communications System Software.”
The ever-growing dependence on telephony and associated technologies has made voice mail
an imperative tool in any business model. That in mind, it is important to understand how to set
up a Cisco Unity system properly.
Before you study how to set up a Cisco Unity system, to fully benefit from this section, it is
recommended that you have the following prerequisite skills and knowledge. (If you need a
quick review, see the designated chapter, where you can find more information on the topic.)
• A basic understanding of the features and functions available to subscribers and
administrators (see Chapter 1)
• A strong understanding of the functionality of the Cisco Personal Communications
Assistant (PCA) (see Chapter 2)
Obviously, any software package must be properly installed and configured on supported
platforms before it may become a useful addition to any environment, and Cisco Unity is no
different. Numerous general settings must be configured on every Cisco Unity system before
any subscribers can be added. Learning how to set up a Cisco Unity system efficiently and
effectively is an important task for an administrator.

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

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 Configuring a Cisco Unity System 77

Creating a Cisco Unity Task List

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

Figure 3-7 Cisco Unity Setup Task List

Get Oriented

Make Decisions

Customize

Prepare to Add Subscribers

Add Distribution Lists

Add Subscribers

Customize Call Handlers

Back it Up!

Prepare Users

Go Live!

After the Microsoft Windows 2000 and Microsoft Exchange or Lotus Domino installations are
complete, the Cisco Unity installation, itself, can proceed. The first few steps in the task list are
some of the most vital.
• Get oriented: In the orientation phase, you make crucial decisions regarding placement
and server roles. These decisions dictate how and where the server will interact with the
network as a whole. Improper placement or underestimation of the load and demand that
will be placed on the server has the potential to easily create problems. All of these
considerations should be taken into account before you place any Cisco Unity server
platform, to ensure that you purchase the proper hardware and licensing.

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78 Chapter 3: Setting Up Cisco Unified Communications

• Make decisions: Once you have defined the roles and responsibilities for the Cisco Unity
system, you should consider the subscriber population of the system. Some questions that
need to be answered ahead of time include: How many subscribers? What kinds of
subscriber templates and distribution lists will be necessary? What features should be
made available to subscribers, such as one-key dialing, voice-command capabilities, and
so on?
• Customize, prepare to add subscribers, and add distribution lists: With subscriber
needs in place, it is time to consider call routing. How calls are routed will have profound
effects on the usability of the Cisco Unity system. Will the default directory and call
handlers adequately meet the needs of all subscribers, or will some customization be
necessary and, if so, to what degree?
• Add subscriber, customize call handlers, make a backup, prepare users, and go live:
Once the process is complete and the system is ready for subscribers, you should perform
a full backup of the server. This is imperative in case a restoration of the base system
becomes necessary. With the backup complete, you can create subscribers. Preparing
users with the proper training to use the system should then follow and then taking the
system into production.

Understanding Configuration Settings

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

Replicating Cisco Unity Directory Objects

Cisco Unity allows you to replicate to the Cisco Unity database Cisco Unity directory objects,
which include mail users, locations, and distribution lists. The replication settings allow you to
replicate objects on a specific schedule. There is, however, a Replicate feature that allows forced
replication on demand.
Be careful about what you replicate, because replicating all Cisco Unity directory objects may
significantly impact system performance. Also, consider replicating all objects during off hours.
Table 3-2 provides field names and descriptions for the options on the Configuration Settings
page.

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 Configuring a Cisco Unity System 79

Table 3-2 Configuration Settings Page

Field Description
Default Schedule Select the default schedule, which is used for all Cisco
Unity operations unless specifically changed for a call
handler, subscriber account, or call-routing table.
Default: Weekdays (the only other option is All Hours–
All Days).
Use 24-Hour Time Format for Check this check box to use a 24-hour time format for all
Conversation and Schedules Cisco Unity operations; otherwise, a 12-hour format is
Conversation used.
Default: unchecked.
Enter Spelled Name Search Check this check box to allow subscribers to address
messages to other subscribers by spelling a subscriber’s
first or last name over the phone. When checked,
subscribers in the process of editing private lists can
search for other subscribers by spelling the subscriber’s
name via the phone.
When unchecked, subscribers can search for subscribers
over the phone only by entering subscriber extensions. If
checked, it does not prevent searching the subscriber
database by entering a subscriber extension.
Default: checked.
RSA Two Factor Check this check box to enable enhanced phone security,
which uses RSA two-factor user authentication. To use
enhanced phone security, an ACE/Server must be
installed and configured for your system. Additionally, a
new COS must be created or an existing COS modified
for the subscribers who are using enhanced phone
security.
Default: unchecked.

NOTE RSA and ACE/Server subject matter is

not covered in this book.

continues

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80 Chapter 3: Setting Up Cisco Unified Communications

Table 3-2 Configuration Settings Page (Continued)

Field Description
Subscribers Are Identified as Message Check this check box to disable identified subscriber
Senders Only if They Log On messaging system-wide.
When identified subscriber messaging is enabled, Cisco
Unity automatically identifies a message left during an
internal call as originating from the extension from which
the call was made.
Regardless of enabled or disabled status, if a subscriber
logs on before leaving a message from an internal
location other than the extension assigned to the
subscriber, such as from a conference room, Cisco Unity
identifies the call as originating from the extension of the
logged-on subscriber rather than the extension from
which the call is placed.
This field is applicable only when the phone system
provides caller and called party information to Cisco
Unity. A system-wide setting is not configurable for an
individual subscriber or subscriber template.
Default: unchecked.
Cisco Personal Communications The URL for Cisco PCA should be entered here so that it
Assistant (PCA) is automatically included as a link in the body of the e-
mail message that is sent to the subscriber.
Cleanup Interval for Logger Data Files Indicate how often data files should be deleted.
in Days Default: 7 days.
Cleanup Interval for Logger Diagnostic Indicate how often diagnostic files should be deleted.
Files in Days Default: 7 days.
Cleanup Interval for Report Files in Indicate how often report files should be deleted.
Days Default: 7 days.
Replicate Cisco Unity Directory Choose Changed Objects to manually synchronize
Objects changes from Active Directory or Exchange 5.5 Directory
into the Cisco Unity SQL database.
Choose All Objects only if Cisco Unity has been down for
a considerable length of time.
Cisco Unity Computer Settings Display only. This setting shows the name of the Cisco
Unity server and the Windows Domain name.
Fax Settings This setting shows the name of the fax domain.

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 Configuring a Cisco Unity System 81

Table 3-2 Configuration Settings Page (Continued)

Field Description
Disk Usage Display only. This setting shows, in megabytes, the total,
used, and free disk space on the Cisco Unity server.
Recording Settings The System > Configuration > Recordings page
contains settings for recording time limits and for silence
thresholds (the amount of silence before Cisco Unity
assumes the caller is no longer on the line) before, during,
and after recordings.
Contacts The System > Configuration > Contacts page is where
you enter the names and phone numbers of the people
responsible for maintaining or administering the
Cisco Unity server. This information might be useful to a
technician who is accessing Cisco Unity from offsite.
Phone Languages Phone languages are the languages in which Cisco Unity
can play system prompts to subscribers and callers. The
default phone language and other system-wide phone
language settings are specified. Also specified are the
default text-to-speech (TTS) language, which is the
language that subscribers hear when their e-mail is read to
them over the phone. Note that to use TTS languages, an
organization must have TTS e-mail and the appropriate
languages installed.
Graphical User Interface (GUI) The settings on this page determine the languages in
Languages which the Cisco Unity System Administrator pages can
be displayed. A default GUI language and other system-
wide GUI language settings can be specified.

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

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

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

decompression algorithm (codec). Codecs vary in form, function, efficiency, and quality. Cisco
Unity is no exception to the rule when it comes to encoding and storing voice messages,
greetings, and so on. Cisco Unity supports the following audio codecs:
• G.711 Mu-law (default)
• G.711 A-law
• G.729a
• Intel Dialogic OKI ADPCM 8 kHz
• Intel Dialogic OKI ADPCM 6 kHz
• GSM 6.10
• G.726 (Cisco Unity Version 4.01 or later)
For information on choosing and implementing audio codecs, refer to “White Paper: Audio
Codecs and Cisco Unity,” which is available at [Link] (click Products & Solutions > Voice
& IP Communications > Voice Software > Cisco Unity > White Papers).

WARNING If a Cisco Unity system is configured with a failover system, recordings settings are not
replicated between the primary and secondary servers. The values must be changed manually
on both servers.

Table 3-3 includes additional information about the recordings settings in the configuration
section of the System Administrator.
Table 3-3 System > Configuration > Recordings Page
Field Considerations
Allowed Time for Recording Select the number of milliseconds for the DTMF clip length. This
in Milliseconds setting indicates how much to truncate the end of a recording
when a message is terminated with a touch-tone.
Default: 170 milliseconds.
Allowed Time for Short Select the number of seconds that Cisco Unity uses as a cutoff for
Recording in Seconds short and long recordings. Recordings shorter than this number
are considered short recordings; recordings longer than this
number are considered long recordings.
Default: 10 seconds.

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 Configuring a Cisco Unity System 83

Table 3-3 System > Configuration > Recordings Page (Continued)

Field Considerations
Allow How Much Silence Select the number of seconds after which Cisco Unity will end the
Before Time Out in Seconds message, greeting, or recorded name if the subscriber or caller has
not begun speaking. A value lower than 2 or 3 seconds may not
give the subscriber or caller enough time to begin speaking.
Default: 5 seconds.
Discard Any Recording Less Select the minimum length of recordings, in seconds, for
Than in Seconds messages or greetings. Note that this setting is not applied to
recorded names.
Default: 1 second.
Short Recording (Short Select the number of seconds of silence that Cisco Unity uses to
Recording Trail Limit or Less) detect the end of a short recording. When Cisco Unity detects a
pause equal to the number of seconds specified, it assumes that the
speaker has finished recording the message, greeting, or recorded
name. Callers are more likely to pause longer during long
messages. That in mind, it may be prudent to set a smaller pause
length for short recordings than for long recordings. Cisco Unity
uses the Allowed Time for Short Recording in Seconds setting to
determine whether a recording is short or long.
Default: 2 seconds.
Long Recording (Over Short Select the number of seconds of silence that Cisco Unity uses to
Recording Trail Limit) detect the end of a long recording. When Cisco Unity detects a
pause equal to the number of seconds specified, it assumes that the
speaker has finished recording the message, greeting, or recorded
name. Callers are more likely to pause longer during long
messages. That in mind, it may be prudent to set a greater pause
length for long recordings than for short recordings. Cisco Unity
uses the Allowed Time for Short Recording in Seconds setting to
determine whether a recording is short or long.
Default: 3 seconds.

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

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Phone Languages Settings

Phone languages are the languages in which Cisco Unity can play system prompts to
subscribers and callers. You can specify a default phone language, along with other system-
wide phone language settings. In addition, you can configure the default TTS language, which
is the language that subscribers hear when their e-mail is read to them over the phone. Note that
to use TTS languages, your organization must have TTS e-mail and the appropriate languages
installed.
If you prefer, you can customize the language settings for specific Cisco Unity components,
such as subscriber accounts, routing rules, call handlers, interview handlers, and the directory
handler.
Use Table 3-4 to learn more about phone languages settings.
Table 3-4 System > Configuration > Phone Languages Page
Field Considerations
License Counts – Total Display only. This setting shows the total number of phone
language licenses for the installation. This determines how
many phone languages can be loaded at one time. Note that the
number of phone language licenses does not limit the number
of phone languages actually installed on the Cisco Unity server.
License Counts – Loaded Display only. This setting shows the number of languages in the
Loaded list.
License Counts – Unused Display only. This setting shows the number of unused phone
language licenses. Note that this number might not be the same
as the number of languages in the Available list.
Available This list displays the languages that have been installed on the
Cisco Unity server but that are not currently loaded.
When a language is loaded, by moving it from the Available list
to the Loaded list, the Loaded and Unused License Counts
fields are adjusted accordingly. Languages can be moved to the
Loaded list only if the Unused License Counts field is greater
than zero.
Loaded This list displays the languages that can be selected for use by
the subscriber conversation and various Cisco Unity
components, such as call handlers.
When a language is unloaded, by moving it from the Loaded
list to the Available list, the Loaded and Unused License Counts
fields are adjusted accordingly. Any call handlers or other Cisco
Unity components that were using the unloaded language are
reset to use the default phone language.

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 Configuring a Cisco Unity System 85

Table 3-4 System > Configuration > Phone Languages Page (Continued)
Field Considerations
Default Phone Language Select the default language in which system prompts are played
to subscribers and callers. Only the languages shown in the
Loaded list can be chosen as the default language.
Default Text-to-Speech Select the default language that subscribers hear when having
Language their e-mail read to them over the phone. This is typically the
same language selected in the Default Phone Language field,
with the following exceptions:
If Australian or New Zealand English is selected as the phone
language, select either United States English or UK English as
the default TTS language.
There is no appropriate TTS language available for Brazilian
Portuguese or Korean.

GUI Languages Settings

The settings on the GUI Languages page determine the languages in which the Cisco Unity
System Administrator pages can be displayed. The default GUI language and other system-
wide GUI language settings can be specified.
To change the GUI language used in the Cisco Unity System Administrator or Cisco PCA,
select a language in the browser. (Subscribers use the Cisco PCA website to access the
Cisco Unity Assistant and the Cisco Unity Inbox.)
For the Cisco Unity System Administrator, the language selected in the browser must be one of
the languages in the Loaded list on the GUI Languages page. If the language selected in the
browser is not among the loaded languages, Cisco Unity uses the default GUI language. For
Cisco PCA, the language selected in the browser must be one of the languages that Cisco PCA
offers.

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

Managing Calls Using System Schedules

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

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Cisco Unity offers two predefined schedules in the Settings page: All Hours–All Days, and
Weekdays, both of which can be modified. Any defined schedule, be it default or defined, may
be used as the default schedule for Cisco Unity. The default schedule is set to Open from 8 a.m.
local time to 5 p.m. local time and the Observe holidays option is checked. This default
schedule is used for all call handlers, subscriber templates, and call routing tables. The Cisco
Unity system may use up to 64 different schedules.
Every call handler in the system uses a schedule to determine which greeting it plays. The
Standard greeting is played during the time set as Open (for example, “Thank you for calling
XYZ Corp. If you know your party’s extension, enter it at any time or press ‘0’ for an
operator.”); the Closed greeting plays during all other times (for example, “Thank you for
calling XYZ Corp. Our offices are now closed. Please call back during our normal business
hours 8 a.m. to 5:00 p.m., Monday through Friday.”) This schedule is typically configured by
the administrator and based upon business hours and holidays. A holiday schedule is configured
and activated using an Observe holidays check box. During that time, Cisco Unity will play the
Closed greeting during all hours for the specified holiday(s).

Using Holiday Settings

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

Licensing
Software licensing has long been a controversial issue. Cisco Unity is similar to the vast
majority of software packages on the market in that it does require licenses to install the
software legally.
Cisco Unity itself is not the only licensed portion of the overall product. Cisco Unity provides
the base functionality. There are add-on software products that also must be properly licensed.
Functions, such as the Cisco Unity Inbox subscribers and Audio Message Interface Standard
(AMIS) networking, are licensed, whereas other functions, such as ViewMail and Cisco PCA,
are not licensed.
All the licensing issues can be complex to track. Thereof, Cisco Unity provides a licensing tool
that tracks the number of used and unused Cisco Unity subscribers, vendor-managed inventory
subscribers, and secondary server licenses available to a particular server. This provides a single
point of reference to be used in keeping track of license counts for various features offered by

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 Configuring a Cisco Unity System 87

the system. Prior to version 4.x, Cisco Unity servers required a hardware key to activate the
system. The hardware key is simply a small USB device or a parallel port device roughly the
size of a key chain. With the use of the FlexLM licensing product, this key is no longer
necessary because all licensing information is held in a system file on the hard drive. This file
contains all the information about ports, features, number of users, and so on that are enabled
on this Cisco Unity system.
License files are required to install or to upgrade Cisco Unity software and to change licensed
features. To obtain the license files that provide the settings purchased by the customer, the
Cisco Unity software must be registered on [Link].
Shortly after registration, Cisco e-mails the license files. The e-mail from Cisco contains
instructions on how to save and store the files. The Cisco Unity Installation Guide provides
specific instructions later in the installation process on the use of the license files during the
installation or upgrade.
The following information is required during software registration:
• Media Access Control—The MAC address (physical address) for the network interface
card (NIC) in the Cisco Unity computer. If the Cisco Unity server uses dual NICs as a
fault-tolerant team, a virtual MAC must be identified by the administrator and assigned by
the device driver (for the team rather than either physical MAC address) when the license
is ordered. The license file will be registered to the specified virtual MAC address and the
active NIC used. The virtual MAC is assigned in the NIC configuration under the network
properties on the server.
• Product Authorization Key—The PAK is listed in the Cisco Unity Software Keys
booklet that is shipped with the software CD-ROMs. Lotus Domino integration packages
may not include a license book. In that case, the PAK is imprinted on the CD-ROM sleeve.
Registered users of [Link] can browse to the following URL to begin the registration
process:
[Link]
Nonregistered users can browse to the following URL to begin the registration process:
[Link]
In either case, the license information should be e-mailed back to the e-mail address of record
in the registration within 24 hours. If it does not come back in a timely manner, it is
recommended that you contact TAC to investigate the matter.
It is worth the time invested to check out these URLs when setting up a Cisco Unity system for
the first time. It allows verification of correct license features, add-ons, and number of licenses.

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Setting Up Authentication
Authentication settings dictate the logon and lockout policy, which applies when subscribers
access Cisco Unity by using Cisco PCA. If the Cisco Unity System Administrator uses the
Anonymous authentication method, the policy that you specify here also applies when
subscribers use the Cisco Unity System Administrator to access Cisco Unity. The basics of the
available authentication options were discussed earlier in this chapter, in the section “Protecting
System Administration.” This section discusses the Cisco PCA that is used by individual
subscribers (nonadministrators).
It is important to consider that when subscribers log on to Cisco PCA, their credentials are sent
across the network to Cisco Unity in clear text. The same is true if the Cisco Unity System
Administrator uses the Anonymous authentication method. For increased security, it is
therefore recommended that Cisco Unity be configured to use the SSL protocol. As a best
practice, it is also recommended that Cisco Unity administrators not use the same subscriber
account to log on to the Cisco Unity System Administrator as they use to log on to Cisco PCA.
Changes to authentication settings affect all Cisco Unity subscribers. These settings cannot be
changed for individual subscriber accounts, though they can be individually locked out to
prevent subscribers from using Cisco PCA or the Cisco Unity System Administrator to access
Cisco Unity.
Note that the authentication settings represent a different logon and lockout policy from the one
that applies when subscribers access Cisco Unity by phone. Table 3-5 describes the
authentication settings.
Table 3-5 Authentication Settings
Field Considerations
Remember Logons for __ Days If desired, check this box and enter the number of days that
Cisco Unity will store logon information. When this box is
checked, logons are stored and encrypted as cookies on the
subscriber computer.
When Cisco Unity remembers logon information, subscribers
do not have to enter it to log on to Cisco PCA. Instead, the
logon credentials for a subscriber are automatically populated
in the Log On page.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
Default: blank.

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 Configuring a Cisco Unity System 89

Table 3-5 Authentication Settings (Continued)

Field Considerations
Remember Passwords for __ If desired, check this box and enter the number of days that
Days Cisco Unity will store password information. When this box is
checked, passwords are stored and encrypted as cookies on the
subscriber computer.
When Cisco Unity remembers subscriber passwords,
subscribers do not have to enter their password to log on to
Cisco PCA. Instead, a subscriber password is automatically
populated in the Log On page.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
Default: blank.
Session Key Duration This field indicates the length of time that the browser can be
left unattended before Cisco Unity automatically logs the
subscriber off.
The value in IIS dictates the browser session duration, but this
field can be used to change the value for the Session Timeout
field in IIS. When the value for the Session Timeout field is
changed directly in IIS, however, the changes you make are not
reflected here.
Regardless of whether the session duration is updated here or
directly in IIS, the new timeout value applies to the next new
browser session.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
Default: 20 minutes.
Disallow Blank Passwords Check this box so that subscribers are prohibited from logging
on to Cisco PCA without entering a password in the Log On
page, even if the Windows account policy allows blank
passwords.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
continues

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Table 3-5 Authentication Settings (Continued)

Field Considerations
Lock Out Accounts Check this box to specify an account lockout policy for the
subscribers using Cisco PCA.
When this box is checked, enter the appropriate values in the
following fields:
Accounts Are Locked Out For __ Minutes
Accounts Will Lock Out After __ Logon Attempts
Reset Account Lockout Counters After __ Minutes
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
Default: checked.
Accounts Are Locked Out For __ Enter the number of minutes that Cisco Unity will prevent
Minutes subscribers from accessing Cisco Unity by using Cisco PCA.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
This option is unavailable when the Lock Out Accounts box is
unchecked.
Default: 30 minutes.
Accounts Will Lock Out After __ Enter the number of failed logon attempts after which
Logon Attempts subscribers cannot access Cisco Unity by using Cisco PCA.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
This option is unavailable when the Lock Out Accounts box is
unchecked.
Default: 5 attempts.

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 Configuring a Cisco Unity System 91

Table 3-5 Authentication Settings (Continued)

Field Considerations
Reset Account Lockout Counters Enter the number of minutes after which Cisco Unity will clear
After __ Minutes the count of failed logon attempts to Cisco PCA, unless the
failed logon limit is already reached and the account is locked.
A Cisco Unity administrator may unlock any account at any
time.
If IIS is configured so that the Cisco Unity System
Administrator uses the Anonymous authentication method, this
setting also applies to subscribers logging on to the
Cisco Unity System Administrator.
This option is unavailable when the Lock Out Accounts box is
unchecked.
Default: 30 minutes.

Integrating Cisco CallManager

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

NOTE If a Cisco Unity failover system is used, changes to the integration settings must be made in
UTIM on each server individually. Integration settings are not replicated between the primary
and secondary servers.

Table 3-6 details the settings available for Cisco CallManager integration. All the fields are
display only.
Table 3-6 Cisco CallManager Integration
Field Displays
Integration Name The name of the Cisco CallManager integration entered in UTIM.
Manufacturer The phone system manufacturer selected in UTIM.
Model The phone system model selected in UTIM.
Software Version The phone system software version selected in UTIM.
continues

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Table 3-6 Cisco CallManager Integration (Continued)

Field Displays
Trunk Access Code The number that Cisco Unity dials to transfer a call from one phone
(for dual phone system system to the other. This code was entered in UTIM.
integrations only)
Cluster Name The name of the Cisco CallManager cluster entered in UTIM.
Internet Protocol (IP) The IP address of the publisher (primary) Cisco CallManager server.
Address/Name This address was entered in UTIM.
IP Port The TCP port used by the Cisco CallManager servers. This port was
entered in UTIM. Typically this is set to Port 2000.
Real-Time Protocol The first (or base) port number for RTP used by the Cisco CallManager
(RTP)/IP Port Base servers. This first port number was entered in UTIM.
Reconnect Whether Cisco Unity automatically reconnects to the publisher
(primary) Cisco CallManager server after failover has been corrected.
The setting True indicates that automatic reconnection is enabled. This
value was set in UTIM.
IP Addresses The IP addresses of the subscriber (secondary) Cisco CallManager
servers. These addresses were entered in UTIM. The term ‘subscriber’
used here refers to the Cisco CallManager secondary servers.
MWI On Extension The extension that Cisco CallManager uses to turn message waiting
indicators (MWIs) on. This extension was entered in UTIM.
MWI Off Extension The extension that Cisco CallManager uses to turn MWIs off. This
extension was entered in UTIM.
Resynchronize At The time each day that Cisco Unity resynchronizes MWIs for every
subscriber account. This time was entered in UTIM. Resynchronization
occurs only when it is enabled in UTIM.

Changing the Opening Greeting

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

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 Configuring a Cisco Unity System 93

forwarded to Cisco Unity, are set at the phone system. If you decide to use the opening greeting,
you’ll probably prefer to rerecord the default Cisco Unity greeting because it is somewhat
generic in its offerings. Cisco Unity greetings and messages may be recorded in two ways:
• Via multimedia device—The Media Master can use a multimedia-recording device. It
may be used from any desktop PC that has access to the Cisco Unity System Administrator
pages. Recording greetings is available when you see the recording tool bar.
• Via telephone—The Media Master has a drop-down menu that allows you to choose
which device to use. The Phone Record and Playback setting must be set with an extension
to call. The Cisco Unity system will dial that extension and be ready to record or play back
greetings when it is answered. When using the telephone option, the Cisco Unity system
uses the last port configured for TRaP.
The following is a sample opening greeting that represents an Automated Attendant message
for a fictional corporation, XYZ Corp.:
“Thank you for calling the XYZ Corp. If you know your party’s extension, please dial it at any time. For a
directory of extensions, press 555. Otherwise, please press 0 or hold. An operator will be with you shortly.”
The Opening Greeting may also involve more elaborate settings, such as one-key routing.
Options available using one-key dialing in this way are endless and make for a more complete
caller experience. From the caller’s point of view, the fewer keys to push the better the
experience. For example:
“Press 1 for Sales, Press 2 for Service...”
Ideally, there should be an option for the caller to press 0 at any time to get to a live operator.
Of course, the presentation of the “zero-out” option is at the discretion of the administrator(s).

Configuring the Directory Handler

The directory handler is a special predefined call handler with default settings. The settings
included for the directory handler include an optional extension, search options, match list
options, and caller input options.
The system directory setup provides the opportunity to specify how the system acts when a
caller searches for a particular subscriber. Each subscriber may be enabled to add or delete
themselves in the system directory through their system setup options. The system directory can
be accessed by outside callers and subscribers by last name, first name, or extension.
Additionally, the system provides the capability to choose the course of action to take if a
unique match (by either name or number) is made, as well as whether or not extension numbers
are spoken to callers. If the menu format is selected, the system presents a conversation similar
to the following:
“To speak with Amanda, press 1; to speak with Emma, press 2; to speak with Beth, press 3; …”
If extensions are configured to be announced, then each subscriber's extension number will be
included in the conversation.

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In a multiple Cisco Unity server network environment, those servers that are digitally
networked can be configured to limit the search to a local Cisco Unity server or you can
configure a dialing domain, which links several Cisco Unity servers together. It also makes it
easier on the subscriber to address messages and for outside callers to find and be transferred
to subscribers across Cisco Unity servers. The ability to do this depends on the ability of
existing telephone systems to network together.
Beginning with Cisco Unity version 4.x, it is possible to create multiple directory handlers,
which enables the Cisco Unity system to to present a subset of all subscribers based on settings
such as Class of Service, Public Distribution Lists, Dialing Domain, and so on. They can be
useful when you want to separate your directory, such as when you are using centralized call
processing models, or a hub-and-spoke model.

Configuring the Operator Handler

The operator box is another important system configuration. An outside caller, in most cases,
should have a way to connect to the operator during a system greeting, prompt, or message.
Most users expect to be connected to an operator after pressing 0. This call handler is associated
with the system ID of 0 by default. If a caller does nothing during the opening greeting, they
also reach the operator. The Operator Call handler is found on the Call Handlers page. It must
be searched out using the Search icon.
The operator may be an individual who uses a physical extension other than 0. To accommodate
that, the transfer options of the operator call handler must reflect the extension of that
individual. Also, keep in mind the need for an appropriate greeting on the operator box for when
the operator is not available.

Chapter Summary
In this chapter, you learned about the Cisco Unity System Administrator and some of the
configuration options available within the system. Specifically, you learned how to do the
following:
• Plan and design the Cisco Unity installation using specific information that must be
provided ahead of the actual installation.
• Use the Cisco Unity System Administrator to manipulate the Cisco Unity server.
• Use security to authenticate access to a network using Anonymous authentication or
Integrated Windows authentication.
• Provide the necessary ports to support the needs of the network and subscribers, and the
licensing to provide additional features and functions to those subscribers prior to
installation.

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 Chapter Review Questions 95

• Handle calls when they arrive at a business and receive an automated greeting. This
greeting can have a profound effect on the client relationship. If callers do not consider
their first contact with your company to be a positive experience, then it is quite
conceivable that it will be their only contact with your company.
• Give callers options, such as pressing 0 to get to a live operator, and at the same time, the
ability to access a corporate directory to dial by name (first or last), as well as direct
dialing of an extension to expedite the handling of the call through the system.
• Design an efficient menu structure that you have tested so that callers have a positive
experience.
For additional information on the preceding topics, refer to these resources:
• Cisco Unity CD Pack
• Cisco Unity Installation Guide
• Cisco Unity Administration Guide
• Cisco Unity Design Guide
• Networking in Cisco Unity Guide

Chapter Review Questions

Use this section to test yourself on how well your learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 List the three basic sections of the Cisco Unity System Administrator page.
2 List the two basic methods of authentication that are available for Cisco Unity subscribers.

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

4 How many system administrator accounts can be logged in to the Cisco Unity System
Administrator tool concurrently?
5 List at least three options available on the Configuration Settings page and their functions.

6 On a date for which the Cisco Unity server has been configured as a holiday, which
greeting will callers hear upon calling in?
7 Instead of using a hardware key for Cisco Unity licensing, what is used in Cisco
Unity 4.x?
8 Which tool can be used to retrieve near real-time port statistics?

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

10 List two predefined call handlers.

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Upon completion of this chapter, you will be able to perform the following tasks:
• Describe and change Cisco Unity global subscriber accounts, templates, and settings
• Set up Cisco Unity subscriber accounts, templates, and settings

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 CHAPTER
4
Unified Communications
Subscribers
Now that you have completed the general setup of the Cisco Unity system, it is time to
begin adding subscribers. A number of options are available not only to the administrator
but also to each subscriber who is added into the Cisco Unity system. This chapter discusses
the features and options that are available to both the administrator and the subscriber.
The subscriber experience with Cisco Unity will be based largely on the manner in which
the system is configured by the administrator at this point. Much of the work that has been
accomplished in getting to this phase of the installation lays the groundwork to support
subscribers. Software add-ons, call routing, system schedules, and all the other aspects of
the system come down to this. The system should be subscriber- and caller-friendly. These
two facets of the overall experience can have a profound effect on the usability of the
system and, of course, on those who must use the system.

Understanding Cisco Unity Global Subscriber

Accounts, Templates, and Settings
Global subscriber settings influence many aspects of Cisco Unity system behavior for
individual subscribers. Changes made in these areas affect many, if not all, subscribers.
There are a number of changes that can be made to an individual subscriber’s account;
however, these changes affect only that one account. There are areas of subscriber settings
that affect a subset of subscribers or that may have a global effect on all Cisco Unity
subscribers. These settings include:
• Account Policy
• Class of Service (COS)
• Public Distribution Lists
• Subscriber Templates
Good planning and preparation can make your administrative task of adding subscribers
much easier. This section focuses on considerations you must keep in mind when planning
and preparing to add subscribers.

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98 Chapter 4: Unified Communications Subscribers

To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review of either topic, see Chapter 3, “Setting Up
Cisco Unified Communications,” where you can find more information.)
• A working knowledge of the Cisco Unity System Administrator
• A basic understanding of Cisco Unity setup and configuration

Setting Account Policy

The settings made on the Account Policy page determine telephone password restrictions and
how and when accounts become locked out. By default, the Number setting is set to six invalid
attempts within 30 minutes. A locked-out account is reinstated after 60 minutes. There is also
a setting to allow for “no account lockout.” Each of these settings influences the security of the
system and affects only telephone access to the subscriber’s Cisco Unity account for the Cisco
Unity system over the telephone. The settings have no effect on account policy for other
Microsoft Windows or Exchange servers. When a setting is changed on the Account Policy
page, it takes effect immediately.
Additionally, you can alter the minimum required length of a password. This setting takes effect
for all accounts except those that are permitted a blank password. The last setting, which
governs telephone password history, determines whether subscribers must generate a unique
password each time they change it. You can also simply set the number of unique passwords
that the subscribers need to generate.
It is highly recommended, as a security measure, to require subscribers to set passwords. These
passwords should also expire on a regular basis, thereby forcing subscribers to change their
passwords occasionally. The first setting, Maximum Password Age, is a setting that may not act
in a global fashion. If a system administrator changes the number of days until the passwords
expire, this will change for everyone on the system except those subscribers whose accounts are
set with a password that never expires. The change takes effect immediately and all subscribers
whose accounts do not match the setting are required to make the change at the next login over
the telephone. Be aware that compulsory periodic password changes can cause some
consternation among the subscriber population. Thus, you may need to temper the need for tight
security in consideration of the subscribers’ patience (or lack thereof).

Describing COS
COS is a subgrouping of users who share a collection of common system features and
privileges. This concept of COS is familiar to most telephony installers. Figure 4-1 shows the
COS page.

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 Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings 99

Figure 4-1 Cisco Unity COS Page

A COS defines limits and permissions for using Cisco Unity. Using a COS, the administrator
can perform the following actions:
• Control access to the Cisco Unity Administrator, and add functionality such as text-to-
speech e-mail or Live Reply.
• Control the manner in which subscribers interact with the Cisco Unity system. For
instance, a COS can specify the maximum length of subscriber messages and greetings.
It can also determine whether subscribers have the choice to be listed in directory
assistance and can specify whether subscribers can send messages to a public distribution
list.
• Specify the restriction table that is used to control the phone numbers that subscribers can
use for fax delivery, message notification, call transfer, and other tasks.

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100 Chapter 4: Unified Communications Subscribers

A COS is specified in each subscriber template. When you create a subscriber account, you can
use a template to assign common settings. This template can specify the COS assigned to the
specific subscriber.
In telephony systems, COS can be used to provide, or deny, a group of subscribers a set of
features and privileges rather than doing this on an individual basis. By grouping subscribers,
the time needed to apply features and privileges is optimized.
COS gives an administrator an easy way to grant system access privileges and control licensing.
If there are subscribers who will perform a subset of system administration tasks, it is possible
to grant them access to only those portions of the console for which they will be responsible. If
some groups within an organization need specific licensed features while others do not, it is
easiest to control those licenses through a COS.
Changes made to a COS affect all users in a group. The COS settings affects profiles,
subscribers, system access, transfer options, messages, greetings, licensing of features, and
restriction tables. The changes are immediate and require no additional action to take effect.

NOTE COS settings may not be altered by individual subscriber accounts. However, a Cisco Unity
System Administrator can reassign a user to a differing COS at any time. If, at any time, there
ceases to exist at least one Windows domain account with membership in a COS that offers
access to the Cisco Unity administrator, the ability to administer Cisco Unity may be lost
entirely. In this instance, it will be necessary to reinstall the Cisco Unity system software.
Always take steps to ensure that at least one account is associated with a subscriber account
assigned to the Default Administrator COS.

The settings made for a Cisco Unity COS help to determine the security of the system and the
features that are available to subscribers. Cisco Unity ships with two default classes of service:
administrator and subscriber. It is possible to add as many classes of service as necessary. The
classes can be based on workgroup membership, job function, or any other desired
classification. A new COS can be based upon an existing definition or a new definition. It is
often easier to base a new class on an already-existing or similar definition, to minimize
necessary changes. In the subscriber template, the COS to be used must be specified. Subscriber
COS membership can be reassigned at any time.
Every subscriber will not necessarily need every feature. Because many of the add-on features
are licensed, it is useful to have the ability to modify the subscriber experience based on the
needs of the individual. In this type of scenario, licensing can be controlled through COS. For
example, an organization may grant access to the Cisco Unity Inbox, a visual messaging
interface, for those members of a COS that have workstation access, while denying access to
subscribers that use Cisco Unity only over the telephone, thus preserving licenses for
subscribers who require the functionality.

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 Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings 101

Distribution Lists
It is possible to create lists, called distribution lists, that allow messages to be sent to multiple
subscribers simultaneously. Cisco Unity creates a few distribution lists by default. These are
known as public distribution lists.
The subscribers assigned to a public distribution list typically are subscribers who need the
same information on a regular basis, such as employees in a department or members of a team.
Three public distribution lists are created by default:
• All Subscribers—All subscribers are automatically added to this list upon creation.
• Unaddressed Messages—Subscribers assigned to this list receive messages left in the
Operator call handler mailbox. This is typically a repository for messages received when
the operator is not available. Any message that is deemed undeliverable is also forwarded
to this list (for example, when a subscriber mailbox is full).
• System Event Messages—Subscribers added to this list receive messages from the Event
Notification utility. This could include error messages, problem notifications, or warnings
about potential problems with the Cisco Unity server.
Initially, the Example Administrator account is the sole member of both the Unaddressed
Messages and System Event Messages distribution lists.

NOTE Do not delete the Example Administrator account until additional subscribers have been added
to these two distribution lists.

You may alter the system-installed lists as you deem necessary. You can also create new lists if
the existing lists do not meet the needs of your system or subscriber base, and you can import
public distribution lists from Microsoft Exchange. You can include both subscribers and
nonsubscribers as members of an imported distribution list. However, nonsubscribers will not
be displayed in the Cisco Unity Administrator.
Any messages addressed to an imported list are forwarded to all members of the list. This
includes nonsubscriber list members unless nonuniversal groups are imported from Microsoft
Exchange 2000. With nonuniversal groups, not all of the public distribution list members may
receive messages as expected.

Creating Subscriber Templates

A subscriber template allows you to predefine certain parameters regarding individual
subscribers. This saves you time and tedious redundant input of information as you add new
subscribers to the system. By default, there are two templates: the administrator and subscriber

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templates. Any changes made to the subscriber template affect only those subscribers added
after the change. Therefore, individual subscriber changes must be made for each subscriber if
they already existed under the template. To remedy this potentially painstaking process, Cisco
has created the Bulk Edit Utility, a tool that performs mass alterations to subscriber accounts.
The Bulk Edit Utility is covered in more detail in Chapter 11, “Unified Communications
Backup and Utilities.” Figure 4-2 shows the Subscriber Template page.

Figure 4-2 Cisco Unity Subscriber Template Page

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

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 Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings 103

• Call Transfer
• Greetings
• Caller Input
• Messages
• Distribution Lists
• Messages Notification
A subscriber template defines the rules for subscriber accounts and the settings for most users.
Whereas account policy and COS settings take effect immediately and apply to subscribers
retroactively, changes made to a subscriber template apply only to subscribers who are added
after the changes are made. Multiple subscriber templates can be used, as many as 64 of them,
to customize each one for a different group of subscribers. A recommended strategy for the use
of subscriber templates is to define the settings as they will apply to most subscribers in a group,
before you create the subscribers. This enables you to cover the needs of the masses more
effectively. After you have completed the generic templates, you can address individual needs
on an as-needed basis.
Many of the settings that are available for templates are also available for individual
subscribers. To make subscriber template changes, navigate to Subscribers > Subscriber
Template, indicate the desired template, and then specify the page to modify. To change a
setting for an individual subscriber, navigate to Subscribers > Subscribers, find the individual
subscriber, and then choose the appropriate page to modify.
The following is a list of the pages that the Subscriber Template link contains:
• Profile
• Account
• Passwords
• Conversation
• Call Transfer
• Greetings
• Caller Input
• Messages
• Distribution Lists
• Message Notification
Next, each of these pages is explained.

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Understanding the Profile Page

The first page called Profile defines the settings on how Cisco Unity identifies a subscriber.
Settings such as Name, COS, Active Schedule, Time Zones, Switch (for dual phone system
integrations only), Display Name Generation, Set Subscriber for Self-Enrollment at Next
Login, List in Phone Directory, and Exchange Alias Generation are stored here. Although some
of these settings are defined in the subscriber template for subscribers that are created, most are
defined in the Cisco Unity account for each individual subscriber that has been defined on the
system.
Two particularly crucial settings are selected on the Profile page: the COS and Schedule that
subscribers will use. It is possible to specify how display names are generated, and whether
subscribers are selected for self-enrollment.
Also available is the specification of phone directory listing, as well as the option to Show
Subscriber in E-mail Server Address Book. In addition, on the profile page is the pattern used
to create aliases for new Exchange and Active Directory (AD) users. It is possible to customize
the naming conventions; however, any account names created in Cisco Unity need to be edited
to match the custom pattern. To “customize” the naming conventions, the users must be added
to the Exchange/AD member list with the desired naming convention, then imported into Cisco
Unity. This method makes for a rather cumbersome process to add users. A final option here
would be to choose None and use no particular pattern. This is not recommended, but it is an
option.
In any event, the naming convention should match the existing Windows accounts and
Exchange mailboxes, if any. The Import utility searches for the Exchange mailbox that matches
the alias when parsing a comma-separated value (.csv) file. The matching Exchange mailbox
will be associated with the subscriber account.
When you are creating accounts for users who have neither a Windows account nor an
Exchange mailbox, the ALIAS column is optional in the .csv file to be imported. If an alias is
not specified in the .csv file, the Exchange alias is derived from this field in the subscriber
template, using a combination of first and last name.
Alternatively, you can add users through the Exchange administration or AD console, and then
import them as Cisco Unity subscribers. Adding users is not yet possible in Cisco Unity for
Lotus Domino implementations, though, because all subscribers must be created in Lotus
Domino and imported into Cisco Unity.

Setting Account Settings

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

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

Setting Conversation Options

On the Conversation page, most of the settings are straightforward. The Conversation type
choices, Full Menus or Brief Menus, may not be obvious at first. Full Menus is the setting to
choose for users who do not have a great deal of experience with voice mail. Brief Menus is a
more appropriate choice for “power” users who possess a clear understanding of the messaging
system’s capabilities and wish to operate in a more streamlined fashion.
Also included are settings for volume of played messages, language used for prompts, time
forwarding, and a 12- to 24-hour clock or system default. Under the Conversation Style, you
can specify the action to be taken when exiting a conversation. The template choices here can
be configured to specify, once a subscriber has logged on, which conversations should be played
and what information should be provided regarding messages (such as number of fax messages,
voice messages, saved messages, new messages, and so on). Also specified here is the manner
in which saved messages are sorted (by time sent or by source phone number).

Setting Call Transfer Options

The Call Transfer page presents call-handling settings, including whether calls are transferred
to the subscriber’s extension (most are) and which of the following two transfer types to use:
• Release transfer—Use this transfer type (also called blind transfer) in situations where
the telephone switch (PBX) provides call forwarding. This allows Cisco Unity to process
calls more quickly.
• Supervise transfer—Use this transfer type at times when Cisco Unity should act as a
receptionist, keeping control of the call (and keeping a port used until the call is extended),
and waiting the specified number of rings before answering the call. The number of rings
is configurable and should be set to a realistic number, such as three rings, to provide
adequate answer opportunity to the subscriber. Another recommendation is to set the
number of rings to two less than the number the telephone switch will use to forward the
call in a ring-no-answer (RNA) condition.
You should use supervise transfer when you want to implement options such as
call screening and call holding. Supervise transfer allows Cisco Unity to
maintain control over the call so that it can implement these features.
In the event of a supervised transfer, the Gather Caller Information section of the page contains
settings that can help individual subscribers manage incoming calls. Many of the options are

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self-evident, though a few, such as If the Call Is Busy, Always Hold and Announce, require
some explanation.
The setting If the Call Is Busy allows the subscriber to specify options such as Always Hold. If
enabled, the caller is placed on hold until the subscriber can pick up the call. You can also use
the No Holding option. When selected, the caller is prompted to leave a message for the
subscriber. Neither of these options is available when using release transfer, because the Cisco
Unity system does not retain control of the call in that specific instance.
The Announce setting causes the voice mail to sound a tone, letting the subscriber know when
an incoming call has been transferred to their telephone. If the box beside Ask Caller’s Name
is checked, the Cisco Unity system asks an outside caller “Who may I say is calling?” and
records their answer for playback to the subscriber. This allows the subscriber to screen
incoming calls by accepting or refusing the call. If the call is refused, the caller is asked to leave
a message for the subscriber.

Setting Greetings
Cisco Unity offers the possibility of using five different greetings, depending on the date, time
of day, various system settings, and the capabilities of the telephone switch. The greetings used
most often include the standard (used during normal business hours), closed (used during all
hours not defined as open for business), and alternate (used when out of the office for an
extended period) greetings. Whether or not the internal or busy greetings are used depends on
the capabilities of the telephone system. Administrators, as subscribers, have the option of using
the system greeting supplied by Cisco or recording their own greeting.
Most subscribers on a system have the standard greeting enabled by default. If all users of the
Cisco Unity system have the same greeting for a particular circumstance, such as while the
business is closed, it would be appropriate to choose that greeting and record it on a Subscriber
Template page. Otherwise, individual subscribers should record greetings as a part of self-
enrollment (if enabled).
You must enable each greeting that is going to be used on the system and choose a source. If
subscribers will be recording their own greetings, click the Recording radio button on the
Greetings page. If you want to allow caller input during any greeting, check the appropriate box
on the page.
Finally, set the After Greeting action. In most cases, the Take Message option is used, because
that is the main function of a voice-messaging system. You also have the Send Caller To option,
which provides additional options for managing the call.

Configuring Caller Input

There may be cases in which all users of the system have some keys enabled for caller input. In
these situations, it is best to configure a subscriber template to define and allow the key presses.

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 Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings 107

For example, consider that an option is configured to allow all callers to skip the subscriber’s
greeting and proceed directly to recording their message by pressing the 1 key during the
greeting. On the Caller Input page, simply select the 1 key, check the Lock This Key to the
Action box, and select the Skip Greeting radio button. This, along with any other system-wide
caller input options, is implemented here.

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

Creating Distribution Lists

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

Setting Message Notification Options

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

Understanding COS Settings and Subscriber Interactions

It is important to understand the relationship that exists between account policy, COS, and
subscriber templates. These three groups of settings all interact to provide a complete package
of information that you use when adding subscribers. Though account policy applies to all
subscribers on the system without regard to the COS or subscriber template used, it has an effect
on all subscribers and must be taken into account. One of the first choices that you make in a
subscriber template is the COS to which subscribers will belong. For this reason, all of your

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COS settings should be in place before you define any subscriber templates. The account policy
and COS settings combine to provide system security and subscribers’ level of access to the
system and its features. Subscriber templates control the way subscribers interact with the
system on a daily basis. Once you have set up all your COS settings, you can define the settings
that will apply to groups of subscribers in the subscriber templates. At this point, you can begin
adding subscribers.

Understanding Cisco Unity Individual Subscriber

Accounts, Templates, and Settings
Subscribers are the main reason voice-messaging systems exist. A large part of an
administrator’s job, once the initial system setup is complete, involves moves, adds, and
changes to subscriber accounts. Knowing what kinds of accounts are available and how to set
them up efficiently can make your life as an administrator much easier. Thus, augmenting
individual subscriber accounts is discussed in the next section of this chapter.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• A navigational understanding of the Cisco Unity System Administrator (see Chapter 3,
“Setting Up Cisco Unified Communications”)
• Cisco Unity standard features (see Chapter 1, “Cisco Unified Communications System
Fundamentals”)

Setting Subscriber Accounts Versus Subscriber Templates

A subscriber template is used as a “model” to specify the default settings of a new subscriber.
You can think of it as a one-time filter that the subscriber’s information passes through during
the creation process. When adding or importing a new subscriber, you must choose a template
to provide subscriber setting information. As you are adding the new subscriber, you supply
information that is specific to that subscriber, the extension, and the first and last name. After
the subscriber is added, you have other information that is available on an individual basis:
private distribution lists, message notification, and alternate extensions. Once the subscriber is
added to the Cisco Unity system, you can change any of the individual settings for that
subscriber.
Once a subscriber has been added using a particular template, any changes you make to the
account must be made on the individual subscriber’s page. Changes made on the subscriber
template apply only to subscribers added after the template is changed. This is the primary
reason for verifying the proper template configuration during the initial system setup.

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 Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings 109

In addition to the settings included on the subscriber template (and on each individual
subscriber’s settings, once created), you can use the following settings:
• Private Lists—In Cisco Unity 4.0(2) or later, there is no defined limit on list membership.
In previous versions of Cisco Unity, subscribers or administrators were limited to the
creation of up to 20 private lists with 25 members each.
• Alternate Extensions—Each subscriber can have up to nine alternate extensions
available.
• Message Notification—Up to 12 devices can be set up to receive notification of a
message.
There are some settings that are available on individual subscriber pages that are not shown on
any Subscriber Template page. Private lists and alternate extensions are features that are
available to subscribers on an individual basis and make sense only in that context.

Using Private Lists

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

NOTE It is also possible to use the ViewMail for Outlook (VMO) or Domino Unified Communications
Service (DUCS) clients to create a Unified Messaging (UM) message and use a list of names
or distribution lists in the TO: field.

Using Alternate Extensions

Each subscriber can have up to nine different alternate extensions. This feature has two different
purposes: It can provide easy message access for the subscriber. When you enter the
subscriber’s cell phone number in the Alternate Extension field, Cisco Unity recognizes the
incoming digits of the subscriber’s cell phone number and asks for the subscriber’s password

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as if the person were using their desk extension. This happens as long as the PBX passes the
Caller ID digits along to Cisco Unity.
The Alternate Extension field can also be used in an environment in which multiple Cisco Unity
servers and multiple telephone switches are networked together. Cisco Unity servers are
differentiated by the location data in the Cisco Unity System Administrator. If an alternate
extension is added for subscribers that exactly mirrors the number other subscribers would dial
when telephoning another subscriber directly through the networked telephone switches, then
they are able to message each other through the telephone using that same number. A Cisco
Unity system administrator can add alternate extensions for the subscriber.

Using Message Notifications

Cisco Unity has the capability to place a telephone call to any subscriber and notify that
subscriber of new messages.
Subscribers can be notified of new messages via:
• Telephone
• Pager
• E-mail
Notifications can be set up by the following individuals:
• System administrator
• Individual subscriber by using the Cisco Unity Assistant
• Individual subscriber by using the TUI (four devices only, including home phone, work
phone, spare phone, and pager)
Numerous different device names correlate to a type of call or a separate type of notification. A
call to a “spare” phone would have a specific conversation indicating the presence of messages.
A call to a “pager” would consist purely of sending touch-tones and pauses. A call to a “text
pager” literally means sending an SMTP-type message. The Cisco Unity system administrator
or the subscriber using Cisco Unity Assistant enters a string of text and an SMTP address in the
appropriate field, and then Cisco Unity notifies subscribers of new messages by sending the text
to the SMTP address.
Each device has settings for the time of day and day of week to notify you, as well as entries to
specify for which type of messages to use the device. As an example, Cisco Unity could send a
text message for regular voice messages that notifies the subscriber every 60 minutes. If an
“urgent” message is left by a caller, Cisco Unity can send an Urgent text message notification
every 5 minutes. As soon as the messages are collected, Cisco Unity stops notification, because
Cisco Unity notifies only when new (unread) messages exist.

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 Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings 111

Via the TUI, and depending on the phone system’s capabilities, a subscriber can set up only four
devices: home phone, work phone, spare phone, and pager. The first three are labels only; the
phone could be any one that Cisco Unity is capable of dialing while adhering to its Call
Restriction tables.

Creating Default Cisco Unity Accounts

Cisco Unity automatically creates some default accounts:
• Installer account
• Example Administrator account
— Default owner of new call handlers
— Default message recipient of new call handlers
• Example Subscriber account (versions prior to Cisco Unity 4.0(3))
As part of the installation process, Cisco Unity for Exchange or Domino creates default
subscriber accounts. Two of the accounts are the Example Administrator and the Example
Subscriber. The main difference between the Example Administrator and the Example
Subscriber accounts is the COS. The Example Subscriber account does nothing more than give
an example of what a basic subscriber account looks like. The Example Subscriber account
takes up a user license, but it can be deleted to recover the user license. The Example
Administrator account is the “owner” and “message recipient” of all default call handlers. The
Example Administrator account cannot be deleted via the Cisco Unity System Administrator
tool. In a situation in which you need to recover a single user license or you encounter a security
issue about the account, you can delete the Example Administrator account. However, you
should first carefully consider and research the issue before you make a decision to delete the
Example Administrator account. The deletion of the account can have a significant effect on the
Cisco Unity system.
Another account that is created during the installation process is called the Unity “server name”
messaging account. This is a hidden account and does not take a user license. This is the account
that Cisco Unity uses to send messages from outside callers to a subscriber’s inbox.
There is also a hidden Microsoft Structured Query Language (SQL) account that is secretly
associated to the current logon account during installation. The SQL account is called the
Installer account and has the administrator COS. This gives your Microsoft Windows 2000/
Exchange 2000 installer account the ability to log on to the Cisco Unity System Administrator
and modify system and user settings. An analogous account is created for Cisco Unity for
Domino.

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Adding Cisco Unity Subscribers

The means by which the subscriber is defined will have an effect on their individual user
experience. Each type of user is defined with variable traits and attributes.
Figure 4-3 provides a flowchart reference that is useful in deciding what type of subscriber to
define for a particular situation.

Figure 4-3 Choosing the Type of Subscriber Account

Are you using No Networking

multiple messaging No
Needed
servers?

E-mail or Voice Is it an Octel Use Blind AMIS

No
Voice Mail Mail Voice Mail? Addressing
Yes

No
E-mail Yes
Are they Do subcribers/
multiple Unity No outside callers need
servers? to find them in the
Use Blind SMTP Use Blind Bridge
directory?
Addressing Addressing

Yes
Yes

Are they on Use Blind

the same network (use Addressing Email or Voice Is it an Octel Is it a VPIM Create AMIS
No No No
the same global with SMTP Voice Mail? Mail Voice Mail? Voice Mail? Subscribers
directory)? addresses

Email Yes Yes

Yes

Use Digital Create Internet Create Bridge Create VPIM

Networking Subscribers Subscribers Subscribers

This flowchart can assist you in making the decision of what type(s) of subscribers to add to the
system. In many cases, new user types will be defined and added as necessary. In every case,
the target message server on which the subscriber holds an account dictates the type of
subscriber to be created.
When you add new users to the Cisco Unity system, you have the choice of adding the following
types of Cisco Unity subscribers:
• New subscriber—If you are adding a new subscriber, Cisco Unity creates a mail-enabled
user account in Windows 2000 Active Directory.
• Import Exchange user—If you are importing an existing Exchange user, the system
modifies the voice attributes of an existing user in AD.

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 Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings 113

• Import Lotus Domino user—Importing from the Lotus Domino system is the only
method available for adding users from Lotus Domino. The system creates individual
subscribers as with other imports. Any new Lotus Domino users have to be added to the
Lotus Domino system, then imported to gain a Cisco Unity subscriber account.
The following list of subscriber types lists network subscribers. They have a spelled and
recorded name and show up in the Exchange global address list (GAL) but cannot log on to
Cisco Unity to retrieve messages, record greetings, or do several other normal functions that a
full subscriber can do. Using these network subscribers is a method of making a remote person
look like a subscriber. Messages to network subscribers are not actually stored on the local
Exchange system, but instead are sent to the remote recipient’s message store. The method that
is used to send the message is based on the type of subscriber that is created and the licensing
purchased.
• Internet subscriber—The messages that are sent to an Internet subscriber are e-mails
with an attached .wav file sent to an SMTP address. Internet subscribers are a special type
of Cisco Unity voice-mail user used specifically for networking and SMTP mail delivery.
When you are adding a new subscriber in the Cisco Unity Administrator, a radio button
option allows you to create an Internet subscriber and specify an SMTP address for that
user. This is similar to Custom Recipient(s) (Contact(s) in Windows 2000/Exchange
2000); the Internet subscriber is actually a mailbox that has no local message store.
When you are creating an Internet subscriber, setup options relating to the local
message store are not available. These options include phone password, private
lists, conversation, and message notification. In other words, the mailbox acts as
a pointer to the SMTP address that is specified when creating the Internet
subscriber account. Both outside and internal callers benefit from the ability to
address messages to the subscriber over the telephone in most cases, and internal
users also have an option to address to them using the GAL. The Internet
subscriber has a recorded voice name and greeting just like any other Cisco Unity
subscriber. The main difference between a regular Cisco Unity subscriber and an
Internet subscriber is that when mail is left for an Internet subscriber, the mail is
delivered out the SMTP gateway (Internet Mail Service [IMS] for Exchange 5.5)
to its Internet destination as specified within their account. The end location
could be any other mail server or even another voice-mail system therefore, from
the sender’s perspective, offsite Internet subscribers with whom the sender is
interacting appear as if they are actually onsite, such as field technicians or
outside sales personnel.
Additionally, Internet subscribers can be used to link offices, without the need to
set up messaging connectors and directory replication connectors between sites.
However, the administrator must manually and individually set up Internet
subscribers for each destination location. This requirement may be unacceptable
if a large number of users exist in remote offices. For organizations with many
users in various locations, using Blind Addressing is typically a better choice
than using Internet subscribers.

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• AMIS subscriber—The messages sent to an Audio Messaging Interchange Specification

(AMIS) subscriber are delivered to another voice-mail system by using an analog
telephone call. Cisco Unity Version 4.0 enables users to interface with third-party voice-
mail systems by using the AMIS-analog protocol (AMIS-a). AMIS subscribers are much
like Internet subscribers, with one important difference: whereas an Internet subscriber’s
off-box storage is generally another e-mail system, an AMIS subscriber’s off-box storage
is going to be a different voice-mail system. It would be set up as Custom Recipients in
Exchange 5.5 or Contact(s) in AD.
As with Internet subscribers, any options that relate to the local message store are
unavailable. This means that AMIS subscribers cannot log on to Cisco Unity to
check or send messages, log on to Cisco Unity via the telephone, or use Cisco
Unity Assistant to change personal settings, own private lists, set up or receive
message notification, or receive MWIs via Cisco Unity. Messages sent to AMIS
subscribers are transferred to the target voice-mail system through telephone
calls placed from one server to another server and messages played over the
analog phone lines.
• VPIM subscriber—Cisco Unity Version 4.0 enables users to interface with third-party
voice-mail systems using Voice Profile for Internet Messaging (VPIM). The messages
sent to the VPIM subscriber are sent as an SMTP e-mail with an attached .wav file to a
VPIM-compliant voice-mail system via the Internet. As with AMIS, a VPIM subscriber’s
off-box storage is going to be a different voice-mail system. They would be set up as
Contact(s) in AD. A 5-minute message sent via SMTP takes no more than 1 minute to
transmit, whereas the same message sent via AMIS takes more than 5 minutes to transmit.
The main difference is that the messages are transmitted via SMTP rather than as an
analog message over the Public Switched Telephone Network (PSTN).
As with Internet subscribers, any options that relate to the local message store are
unavailable. This means that VPIM subscribers cannot log on to Cisco Unity to
check or send messages, log on to Cisco Unity via the telephone, use Cisco Unity
Assistant to change personal settings, own private lists, set up or receive message
notification, or receive MWIs via Cisco Unity.
• Bridge subscriber—The messages sent to a Bridge subscriber leave Cisco Unity as a
VPIM message to the Bridge server. Cisco Unity Version 4.0 enables users to interface
with Octel voice-mail systems using the Cisco Unity Bridge as a networking gateway to
an analog Octel network. Bridge subscribers are much like Internet and AMIS subscribers
with one important difference: whereas an Internet subscriber’s off-box storage is
generally another e-mail system and a VPIM or an AMIS subscriber’s off-box storage is
going to be a different voice-mail system, Bridge subscribers’ messages reside on an Octel
voice-mail system. They would be set up as Custom Recipients in Exchange 5.5 or
Contact(s) in AD.

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 Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings 115

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

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

Figure 4-4 Cisco Unity Subscribers Setup Page

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116 Chapter 4: Unified Communications Subscribers

It is also possible to import subscribers in a bulk process from Exchange, Domino, or a properly
formatted .csv file. There may be circumstances in which you need to upgrade from Cisco Unity
for Exchange to Cisco Unity for Domino. Customers in a Domino environment may have
purchased Cisco Unity in a Cisco Unity VoiceMail–only configuration while awaiting the Cisco
Unity Domino release. Cisco Unity VoiceMail–only configuration is supported only in the
Exchange environment. Note that the upgrade procedure to Cisco Unity 4.0 for Domino from
Cisco Unity [Link] Exchange is supported and documented on the Cisco TAC website. However,
be aware that the upgrade essentially amounts to a reinstallation.
Currently, no way exists to carry over the database from Cisco Unity for Exchange to Cisco
Unity for Domino or vice versa because they have two completely different messaging systems.
To save the subscriber database, you must export it from Exchange, modify it to a form that is
acceptable to Domino, import it into Domino, and then import the subscribers from the Domino
server into Cisco Unity 4.0. The information that is exportable includes the subscribers’ names
and extensions, but not the spoken name recordings, greetings, and so on. Subscribers’
messages are not carried over to the new system. Cisco does not offer a utility to accomplish
this.
Other Cisco Unity database information such as call handlers, call routing tables, and restriction
tables are also not carried over.
If you are creating subscribers individually and they do not have an existing Exchange account,
Cisco Unity will create a mail-enabled Windows 2000 Active Directory account for them. It is
not possible to add users directly in Cisco Unity for Domino due to restrictions on writing to
the Domino database. You must first add them as users in Domino and then import them into
Cisco Unity.

Deleting Subscribers
If you are deleting subscribers from Cisco Unity by using the System Administration tool, the
tool will remove the Cisco Unity subscriber’s information from the SQL database on the Cisco
Unity server. It will not remove the mail accounts in Domino or Exchange; it will remove only
the Cisco Unity–specific data from those accounts. The System Administration tool will not
delete the account. To completely remove the account from the Domino [Link] file or the
Windows 2000 Active Directory list, the appropriate administration tool must be used for that
software. To delete a Cisco Unity subscriber, select the subscriber’s account, click the red
Delete button, and confirm the action. This does not delete the AD or Domino account; it only
removes the Cisco Unity data from the account.

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 Chapter Review Questions 117

Chapter Summary
In this chapter, you learned how to do the following:
• Set Cisco Unity account policies.
• Describe a COS.
• Define a distribution list for Cisco Unity.
• Use subscriber templates.
• Define subscriber accounts versus subscriber templates.
• Add and delete Cisco Unity subscribers.
For additional information on the preceding topics, refer to these resources, found at [Link]
by performing a search of the text:
• The Cisco Unity Administration Guide
• The Subscriber Template Settings—Cisco Unity
• The Cisco Unity Installation Guide

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 If Account Lockout is enabled, how many logon failures are required, by default, to lock
a subscriber account?
2 When does a change made in the Account Policy page take effect?

3 A group of subscribers defined in the Cisco Unity system as sharing a common collection
of system features and privileges is known as what?
4 Where do you specify a COS to place it into production to govern subscribers?

5 Cisco Unity provides three default distribution lists to provide the ability to send messages
to multiple users simultaneously. List each of these three distribution lists and its purpose.
6 What information can be specified by a subscriber template?
7 Subscriber templates provide a powerful tool for setting user options. What should be
configured prior to the creation of any subscriber templates?
8 A Cisco Unity subscriber can create private distribution lists. How many lists may be
created by subscribers and administrators in Cisco Unity 4.0(2) or later? Where are they
created?

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118 Chapter 4: Unified Communications Subscribers

9 Cisco Unity has the capability to place a call to any subscriber to notify them of new
messages. What means of notification are available to subscribers when new messages
arrive?
10 List the Cisco Unity accounts created by the Cisco Unity installation process.

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Upon completion of this chapter, you will be able to perform the following tasks:
• Use Cisco Unity call handlers to manage sets of instructions for treating and
forwarding calls from the Cisco Unity server, including predefined, special, and user-
defined call handlers
• Set and plan call handler settings, and understand call routing rules

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 CHAPTER
5
Cisco Unified Communications
System Customization
In this chapter, the topic of discussion centers on the use of call handlers in Cisco Unity,
because they represent the basic building blocks of any Cisco Unity system.

Understanding Cisco Unity Call Handlers

Call handlers do exactly what their name implies, they handle calls. Calls that are not
answered are forwarded to Cisco Unity, which in turn answers calls, greets callers with
recorded prompts, provides callers with information and options, routes calls, and takes
messages. Your plan for call handlers may fall anywhere within a wide range of options,
from a simplistic plan that uses only the predefined Cisco Unity call handlers, to a complex
plan that uses an unlimited number of new call handlers. Call handlers can be used in
numerous ways, including as an Automated Attendant (autoattendant), as a message
recipient, for prerecorded audio, or to transfer calls.
The call handler defines a set of call-processing instructions so that the system knows what
to do when a call reaches a particular system ID. All the entities defined in a Cisco Unity
system are call handlers, whether they are subscribers, the operator, the opening greeting,
or some other user-defined box. Some of them may be considered special cases, or look
different than a standard call handler, but they are call handlers.
There is no hard limit to the number of call handlers that a Cisco Unity system can define.
The handlers allow administrators to provide a wide range of services beyond those
included with standard voice mail, including (but certainly not limited to) audiotext
applications of any size, emergency notification services, job lines, and call routing. Call
handlers have a wide range of capabilities.
Virtually every entity in a Cisco Unity system has an ID. Whether discussing subscribers,
extensions, mailboxes, or other objects within the Cisco Unity system, a unique ID exists
that identifies each entity to the Cisco Unity system. A call handler does not require that a
physical extension be associated with it. It can be distinguished simply by the given name.
Additionally, the call handler can be selected by the system based on administrator-defined
criteria, such as time of day or holiday schedules.
When Cisco Unity is set up with its default settings, it can use many of the standard features
and it is highly customizable. You need to know what call handlers are and how to use them,
and learn the procedures for creating call handler applications efficiently. This will enable

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122 Chapter 5: Cisco Unified Communications System Customization

you to customize a Cisco Unity system to the degree required to meet your business messaging
needs.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge (see Chapter 1, “Cisco Unified Communications System Fundamentals,”
for more information on either topic):
• Cisco Unity call flow
• Cisco Unity features

Defining Default Call Handlers

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

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

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 Understanding Cisco Unity Call Handlers 123

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

Table 5-1 Default Call Handlers
Call Handler Function
Operator Greeting The Operator box is a special call handler that is used exclusively for calls
that go to the operator. The system ID of this box is usually 0. The
extension that rings when 0 is pressed is dependent on the information you
enter in the Call Transfer page. It can be any valid extension or phone
number on your telephone system. It is also capable of simply taking a
message rather than transferring the call. By default, the incoming call is
sent directly to this handler’s greeting.
In terms of the greetings, the standard and closed greetings are enabled by
default. The standard greeting cannot be disabled, but the closed greeting
can. It is possible, however, to enable and customize an Alternate, Busy,
and Internal greeting for this handler, as well as the others.
Opening Greeting The Opening Greeting is a default call handler box that is used exclusively
for automated attendant. The default greeting for this call handler is
furnished by Cisco, so you probably should rerecord the opening greeting
to customize your Cisco Unity system. Anyone, typically a nonsubscriber,
could hear this greeting upon dialing into the Cisco Unity system directly.
This could be an outside caller or an extension that has not been defined on
the Cisco Unity system. That is, the Cisco Unity system does not recognize
the number as that of a subscriber.
The same Call Transfer options are available here as are available to the
operator handler; however, it does not have an extension associated with it.
By default, the only greetings enabled are the standard and closed
greetings. The standard greeting cannot be disabled here, but the closed
greeting can be.
In terms of call input, when they are using this handler, the only keys (by
default) that are configured include:
4—Send Caller to Directory Handler
*—Send Caller to Sign-In
0—Send Caller to Attempt Transfer to Operator, which sends them to the
Operator call handler
#—Send Caller to Attempt Transfer to Operator
All other keys are set to Ignore Key, meaning that if the caller presses 1,
Cisco Unity will not take any action while the caller is in this handler.
The following keys are also set to Locked, *, 0, and #. This means that
Cisco Unity ignores additional input after callers press any of these keys.
This option is configurable for any of the keys.
By default, the active schedule for this greeting is set to Weekdays.
continues

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Table 5-1 Default Call Handlers (Continued)

Call Handler Function
Goodbye Greeting This call handler is used at the end of a call cycle within the Cisco Unity
system. The goodbye call handler can be configured with the same options
as any other handler. A goodbye call handler is designed to be used with an
audiotext application or to stop callers from being part of voice-mail jail. It
also ends a call gracefully instead of just hanging up. By default, no
extension is set.
While the system plays the goodbye message, a caller can actually, by
default, dial a subscriber’s extension, or press *, 0, or # for the same
functionality as the previous sections.
By default, this greeting is set to All Hours—All Days.

Customizing Default Call Handlers

The Operator call handler is an important component. Callers have the expectation that they
will be connected to an operator after they press 0. This call handler is associated with the
system ID of 0 by default. If a caller does nothing during the opening greeting, they will also
reach the operator. The operator may be an individual who uses a physical extension other than
0. That extension can simply be associated with the call handler. Keep in mind that a voice
mailbox should be appropriated to the operator in case of missed calls.
The Opening Greeting call handler is installed with a default opening greeting. This default
opening greeting should be altered and customized for individual needs. This will be the
opening greeting that all callers hear, including outside callers and those who are not defined in
the Cisco Unity system. It should direct them to the options that may be necessary to satisfy the
purpose of their call, such as options to go to a directory of extensions (directory call handler),
dial a desired extension, stay on the line, or press 0 for the operator. Other options, of course,
are possible as deemed necessary in the configuration of one-key dialing.
The Goodbye Greeting call handler is used to play a short goodbye message and then hang up
if it does not detect caller input. By default, the Goodbye call handler enables a caller to dial
the applicable extension to reach the sign-in conversation, or the Operator call handler. If the
After Greeting action is altered from the default of Hang Up to Take Message, the messages left
in the Goodbye call handler will be sent to the Example Administrator account mailbox.

Using Special Call Handlers

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

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 Understanding Cisco Unity Call Handlers 125

Using the Directory Call Handler

The default directory handler is used to search for subscribers in the Cisco Unity system. This
call handler allows callers to search for subscribers by last name or extension. You can choose
to let callers who know the name of the person they want to reach, but not their extension, search
for the person’s extension by pressing touch-tone keys whose letters correspond to as many of
the letters of the subscriber’s name as they wish to use. This allows callers to route themselves
to extensions without burdening the operator or receptionist. It is possible to set this up to
correspond to either first or last names.
The Cisco Unity directory status of each subscriber is determined systemwide but can be
modified on an individual basis. When the directory handler is used (by a caller, for a subscriber
search based on extension), the system searches the subscriber directory for matches as each
digit is dialed. Once a unique or near match is found for a caller-dialed extension (and the
directory handler is set to “request caller input first”), the system begins announcing the
matched name(s). Be default, it uses a menu format, which announces the extension with each
name. However, you can configure this to simply announce the extension alone, thus omitting
the subscriber name. Caller input is slightly different here than for a standard call handler; you
have four options to set here:
• Timeout If No Input (in seconds: default is 5 seconds)—The number of seconds that
Cisco Unity waits for caller input when the caller does not press any key. If the caller does
not press any key within this set time frame, Cisco Unity asks for confirmation that the
caller is still there. If there is no response, Cisco Unity performs the action selected in the
If Caller Exits, Send To field.
• Timeout After Last Input (in seconds: default is 4 seconds)—The number of seconds
Cisco Unity waits after caller input before it performs the action indicated by the input.
• Times to Repeat Name Entry Prompt (default is 1 try)—The number of times Cisco
Unity will reprompt the caller for input. When the caller does not press any key after being
prompted, Cisco Unity asks for confirmation that the caller is still there. If there is no
response, then Cisco Unity performs the action selected in the If Caller Exits, Send To
field.
• If Caller Exits, Send To (default is opening greeting handler)—Can be selected from
defined call handler on the system.
A new feature in Cisco Unity 4.0 is the capability to configure multiple directory handlers. This
capability is most useful in systems with subscribers numbering in the hundreds or thousands.
It is also quite useful in centralized call-processing environments that provide services to one
or more remote sites.
You can use the default Directory handler as a template for the creation of new directory
handlers. You can use location, class of service (COS), and public distribution list membership
as filters for listing subscribers in a directory. Subscribers can be listed in more than one

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

Using the Interview Handler

Interview handlers are specialized call handlers that have up to 20 prerecorded questions for
callers and can target the messages for different purposes, such as customer orders and
preliminary job interviews.
An interview handler plays each question, in turn, followed by a beep. The interview handler
then records the answer given by the caller. Once the caller stops speaking, or the maximum
recording time has elapsed, the next question is presented. The process continues until the last
question has been presented and a response has been provided.
When the message is delivered, the recipient hears only the answers, separated by beeps. For
this reason, the recipients must know the order and content of the questions. If a caller does not
answer a question, this shows up in the message as two beeps in a row without an intervening
response.
Cisco Unity comes with a sample interview handler. The questions asked, their order, and how
messages left are handled can be seen in the system. When using an interview handler, it is
beneficial for the first question to contain any instructions or introductions that are necessary to
complete the interview, such as the number of questions, response time, and so on.
Once you are done with the first recording, ask the questions in a logical order, making certain
to leave callers an adequate response time. The system will truncate the recording based on its
length if the entire response time has not been used.
Some of the specific onscreen settings for the interview handler include:
• Optional Extension—This is an extension that subscribers can dial to reach the interview
handler. If the interview handler is reached only through the use of one-key dialing, do not
enter an extension here.
• To Whom the Response Should Be Delivered—This can be a subscriber or public
distribution list. (The default for the example interview is the Example Administrator.)

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 Using User-Defined Call Handlers 127

• Response Urgency— After you answer all the questions, you can configure Cisco Unity,
to mark the message in a specific urgency response, or by using the Ask Caller setting, you
can ask the caller if they want to mark the interview message as urgent. Your choices are:
Mark as Urgent, Mark as Normal, or Ask Caller.
• After Interview Action—You can send the caller to any of the following, after the
interview is complete: Send To: CVM Mailbox Reset, Call Handler, Directory Handler,
Greetings Administrator, Hang Up, Hotel Checked Out, Interview Handler, Sign-In, or
Subscriber. The default for a newly created interview is to Send to Goodbye Call Handler.
The example interview handler comes with five prerecorded prompts:
1 At the tone, please answer each of the following questions. At the end of each answer, you
may press #. What person or department are you trying to reach?
2 What is your name?

3 What is your phone number?

4 What are the best times to reach you?

5 Is there any other information you would like to leave?

All are set to 30 seconds by default. If enabled, a warning tone sounds before the maximum
message length is reached.
In addition, the recordings can be recorded/played back through either a phone or multimedia
on a system using the Media Master Control.
The Question text field is limited to a maximum of 50 characters.
Before you record a message, it is a good idea to write the message out exactly as it is to be
recorded.

Using User-Defined Call Handlers

Call handlers can be used to set up specialized call routing, create one-key dialing menus, or
provide announcements of prerecorded information. As mentioned previously, call handlers can
be as simple or as complex as you desire. An example of a simple application of a call handler
is the delivery of prerecorded information, also known as audiotext.
The automated attendant is a call handler. The Opening Greeting, where callers first dial in,
either can be very simple or can take advantage of some powerful features, such as one-key
dialing. With one-key dialing, you can provide a menu of choices for incoming calls. Callers
press one touch-tone key to route their call to the department or service they want. In the
background, the one-key dialing menu routes the call to a system ID, whether it is to another
menu, an extension, or any other system ID. One-key dialing is a shortcut available to callers
that allows quick access to any listed system ID (entity).

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One-key dialing and audiotext are in widespread use on a global basis. Everyone, at some time
or another, has used such applications, whether calling someone at work or calling the local
movie theater and choosing to hear the dates and show times for movies. For example, when
you call to check what is showing at the movie theater, you may encounter a message such as
the following:
Hello and thank you for calling Movie House Theaters. If you would like to check movie show times, press 1.
To purchase tickets, press 2. For theater location and directions, please press 3. To speak to a customer service
representative at any time, press 0.
Call handlers can be quite customized based on individual subscriber needs. Knowing how to
customize them allows you to design and implement a structured audiotext application that
meets specific corporate messaging needs.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Cisco Unity standard features (see Chapter 1)
• How Cisco Unity handles calls (see Chapter 2, “Using Your Cisco Unified
Communications System”)

Customizing Call Handler Settings

Call handlers have numerous customizable settings that you can employ to provide the highest
level of service from the Cisco Unity system. These settings include a few basic pieces of
information, such as the following:
• Profile settings—Specify ownership of the call handler, schedule to determine the times
that standard and closed transfer rules and greetings are in effect, as well as the extension
of the call handler.
• Call transfer settings—Specify how the call is transferred.
• Greeting settings—Specify which greeting plays based on predefined criteria, such as
time of day, day of week, holiday, and so on.
• Caller input settings—Specify action(s) taken when a touch-tone key is pressed.
• Message settings—Specify who receives a message, the maximum message duration,
and other settings.

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 Using User-Defined Call Handlers 129

Using Profile Settings

The Profile page defines the call handler. This page stores the name, time of creation, and
system ownership information. Be sure to record the name of the box here, which will provide
assistance in troubleshooting. The owner of the box is the subscriber or distribution list
specified on the Profile page. This is the person (or group of persons) who may request that
changes be made by the administrator. The owner can change the greeting in the box using the
Cisco Unity Greeting Administrator (CUGA). The schedule can be set for this handler to follow
what schedules the greetings and extension will be in effect when callers reach this call handler.
Handlers in the middle of an application that are reached only from another handler do not need
an extension number in your numbering plan. Figure 5-2 shows the call handler Profiles page.
Table 5-2 lists and describes the fields on the Profile page.

Figure 5-2 Cisco Unity Call Handler, Opening Greeting, Profile Page

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130 Chapter 5: Cisco Unified Communications System Customization

Table 5-2 Profile Page Fields

Field Purpose
Name Specifies the name of the call handler. To change the name, simply
enter a new name and then click Save.
Created Display only. Shows the date and time that the call handler was
created.
Owner The owner of the call handler can be specified as any valid
subscriber or public distribution list. The owner (not necessarily the
message recipient) of the call handler can record and change the
call handler greeting over the phone. The owner can be changed
here.
Owner Type As mentioned, the owner can be a subscriber or distribution list.
Select Subscriber or Distribution List in this field to assign
ownership accordingly.
Default: Subscriber
Recorded Voice Specifies the recorded name of the call handler.
The Media Master is used to record the name. If a prerecorded
name is available, it is possible to select it by choosing Options >
Paste From File on the Media Master control bar. The file should
be in .wav format. Keep in mind that the Media Master will not
function across a firewall.
Active Schedule The schedule determines the times that standard and closed transfer
rules and greetings are in effect for the call handler. These default
settings are for new call handlers that are not based on existing
handlers. If based on existing handlers, the new handler is created
as a duplicate of the original.
Default: Weekdays
Extension The number that callers dial to reach the call handler. The extension
should be supplied only if callers are allowed to dial it to reach the
handler (not a one-key dialing situation). In addition, this is not an
extension to which calls are transferred. This is used only to reach
the handler itself.
Default: Blank

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 Using User-Defined Call Handlers 131

Table 5-2 Profile Page Fields (Continued)

Field Purpose
Language The language in which system prompts are presented. Using the
Inherited setting allows Cisco Unity to determine the language used
for the call handler on a per-call basis, depending on the call
handler or routing rule that processed the call. Using the Inherited
setting also specifies that all system prompts will be presented in
the same language for this handler.
If the language is set to Inherited for every rule and handler that
processes a call, then the system prompts are played in the default
phone language.
Default: Inherited
Switch The phone system that the call handler uses. If set incorrectly,
Cisco Unity will not be able to transfer calls to or from the call
handler. This is used for dual phone system integrations only.

Using Call Transfer Settings

You use the settings on the Call Transfer page to specify whether unidentified callers are
transferred to the call handler’s greeting, to the recipient’s extension, or to the subscriber at a
particular number. Figure 5-3 shows the Call Transfer page.
Additionally, the Call Transfer page enables you to specify how Cisco Unity handles a transfer
(release it to the phone system or supervise its transfer).
You can have three customizable transfer rules. One of these rules is for standard hours, one is
for closed hours of the active schedule, and the third is an alternate transfer rule (in effect at all
times) that can override the first two rules. By default, the standard and closed handlers are
enabled and the alternate call handler is disabled, which is known as a supervised transfer.
Another type of transfer is a release transfer. Release transfer is a blind transfer of the call to its
intended destination. In this case Cisco Unity releases the call.
When you are developing an audiotext application, typically you should ensure that callers hear
the greeting in the box immediately. This can be accomplished by disabling the transfer. If the
caller is transferred to an extension, a supervised or release transfer can be used.

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Figure 5-3 Cisco Unity Call Handler, Opening Greeting, Call Transfer Page

NOTE If you create a large number of call handlers, all of which have been set to transfer directly to
their greeting, and then you decide later that the calls should first transfer to an extension, you
can use the Bulk Edit Utility in the Tools Depot to make the change. Call handlers can be edited
in bulk to alter nearly any of the available options. More information on this is provided in the
“Cisco Unity Administration Tools” section of Chapter 11. See the discussion on the Audio Text
Manager (ATM). ATM provides an extremely useful tool in dealing with call handlers.

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 Using User-Defined Call Handlers 133

There are three basic options for handling calls:

• Send the caller directly to the handler’s greeting (this is the default on a newly created
handler that is not based on an existing handler).
• Ring the recipient’s extension.
• Ring the subscriber at a particular number (this can be an internal or external phone,
depending on the call restriction table settings).
When the administrator chooses either the second or third option, the this setting allows the
setup of transfer to either release or supervised. If supervised is set, there is the option to set
approximately how many times Cisco Unity will ring the destination before it brings back the
call to the recipient’s greeting. The default value is two rings, but it can be changed the same
way on the Subscribers page>Call Transfer page, Subscriber template, or by using Bulk Edit.
When supervising transfers, Cisco Unity can provide additional control with call holding and
call screening.
Call holding simply means that the system is set up to tell the user that the line is busy and the
system places the caller on hold. The two options available for this on Figure 5-3 are called
Always hold and Ask caller. With Always hold, the system will immediately place the caller on
hold. The Ask caller option will ask the caller if they would like to wait.
When on hold the system can then play hold music (if Music On Hold is available) and tell the
caller on hold how many callers are ahead of them and it also allows them to continue holding,
leave a message, or try another extension. When these options are enabled, the caller is
prompted every 30 seconds. There is no hard limit to the number of callers that can be on hold
at a given point in time.
Call screening has the system ask for the caller’s name prior to connecting the caller to a
subscriber. Upon hearing the name of the caller, the subscriber can accept or refuse the call.
These are found under the Gather caller information section of the Call Transfer page.

Using Greeting Settings

Settings on the Greetings page provide the capability to record appropriate greetings based on
the set schedule from the Profile page. Greetings can be recorded for any number of possible
scenarios and specified here. There is a default schedule set to include All Hours and All Days.
Alternate greetings are typically used for holidays, emergencies, or any time the standard
greetings need to be preempted. Using the CUGA, a call handler owner can toggle between the
alternate and standard greetings or rerecord the standard greeting over the telephone. There are
five greetings in all: Alternate, Busy, Closed, Internal, and Standard. When Alternate is enabled,
it simply overrides the other greetings. Figure 5-4 shows the Call Handler, Greeting Settings
page.

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Figure 5-4 Cisco Unity Call Handler, Opening Greeting, Greetings Page

• Alternate—A substitute greeting that can be enabled or disabled as deemed necessary. It

is typically used on special occasions, such as vacations or holiday. When enabled, the
Alternate greeting overrides all other greetings.
• Busy—A greeting that plays when a subscriber extension is busy.
• Closed—A greeting that plays during the hours specified as closed in the active schedule
(such as nonbusiness hours).
• Internal—A greeting that can be configured to play only to other subscribers, rather than
the Standard or Alternate greeting.
• Standard—The greeting played during the standard hours specified in the active schedule
unless overridden by another greeting.

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 Using User-Defined Call Handlers 135

If the Alternate greeting is disabled when a call is forwarded because the subscriber has set
either the Call Forward All option or the Call Forward No Answer option, the Standard greeting
is played. If the Internal greeting is enabled when a call is received from another Cisco Unity
subscriber, the Internal greeting is played. If the subscriber has configured Call Forward Busy,
the Busy greeting is played if the subscriber’s line is in use.
For a Standard call handler, the only greetings that are turned on by default are Closed and
Standard. All others need to be configured. For each greeting configured, several options need
to be specified.
The configurable options in the CUA are as follows:
• Status—To enable a greeting, check the Greeting Enabled check box. The following are
the possible settings:
— Enabled—Turn on the selected greeting (check box checked).
— Disabled—Turn off the selected greeting (check box unchecked).
• Source—The greeting source specifies how the greeting will be recorded. Three options
are available for the greeting source setting:
— System Default Greeting—The standard system default greeting.
— Recording—Allows the recording of custom greetings with the Media Master
control bar. It is possible to use either the subscriber telephone or a multimedia
microphone to record the greeting. The appropriate source device should be
selected. If the phone option is clicked, the Cisco Unity system places a call to
the subscriber extension for which the greeting is being recorded. Once the
phone is answered, the system plays a tone to indicate that recording has begun
and that the subscriber should now speak the desired greeting into the handset.
If the multimedia microphone option is chosen, the system plays a tone to
indicate that recording has begun and that the subscriber should now speak the
desired greeting into the microphone.
Once the greeting has been recorded, by either method, it is necessary to
click on the Stop button to end recording.
— Blank—Allows the subscriber to choose a blank greeting.
Once the recording and selection of a greeting have been completed, it is
necessary to click the Save button.
• During Greeting—This setting dictates what the caller can do, if anything, during the
playing of the greeting. This option has one setting:

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Settings:
— Allow Caller Input (default is checked)—When checked, this setting uses the
settings in the Caller Input page to allow the caller to use configured options.
The caller selects presented options by pressing numbers on the telephone
keypad. By default, this setting is enabled.
• After Greeting—After the greeting is played, this setting dictates what action should be
taken by the Cisco Unity system. The following are the possible settings:
— Take Message—The default on a newly created handler that is not based on an
existing handler. It specifies that the Cisco Unity system should record the
caller’s message.
— Send Caller To—Specifies that the caller should be transferred to the selected
destination. Possible options here include: Send To: CVM Mailbox Reset, Call
Handler, Directory Handler, Greetings Administrator, Hang Up, Hotel Checked
Out, Interview Handler, Sign-In, or Subscriber.
— Reprompt the User After This Many Seconds of Silence—Specifies the
number of times to reprompt the caller if no input is received from the caller by
voice or keypad number press. Two seconds is the default setting, if enabled.
— Number of Times to Reprompt—Indicates the number of times the caller
should be reprompted prior to performing the After Greeting action. The default
is set to one reprompt.

Using Caller Input Settings

The Caller Input page is used to set up one-key dialing actions. A wide array of options is
available for those times in which caller input is to be allowed. In such cases, callers must be
presented with all possible options that they can use in reaching the appropriate subscriber or
mailbox. The top of the screen provides a check box, Allow Callers to Dial an Extension During
Greeting, for use along with the Lock This Key feature to allow access to some extensions while
denying others during a greeting. Unchecking the Allow Callers to Dial an Extension During
Greeting check box has the effect of locking all keys. Locking all keys used in the application
allows the system to execute the instruction set more quickly. Locking the keys does not disable
the ability to use one-key dialing. Figure 5-5 shows the Call Handler, Caller Input page.
With the keys unlocked, the system waits a set length of time (1 to 2 seconds) after every key
to determine whether or not another key is to be pressed. This is a configurable option and is
set in milliseconds. The default value for newly created handlers is 1500 milliseconds (1.5
seconds). The Allow Callers to Dial an Extension During Greeting check box is checked by
default on newly created handlers. The action taken as a result of the key being pressed will, of
course, depend on the call handler.

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 Using User-Defined Call Handlers 137

Figure 5-5 Cisco Unity Call Handler, Opening Greeting, Caller Input Page

For every key press, 0 to 9, *, and #, the option of either locking the key to the action, such as
specifying that 0 will go to the operator handler, is available. In this case, it will not wait for
another digit. In addition, for each key, you can set it to include:
• Ignore Key—Cisco Unity does not take any action.
• Skip Greeting—Cisco Unity skips the greeting and performs the After Greeting action.
By default, # is assigned to this action.
• Take Message—Takes a message for the caller.
• Say Goodbye—Takes the caller to the Goodbye call handler.
• Send Caller To—Sends the call to a conversation for changing call handler greetings over
the phone.

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On a newly created handler, not based on an existing handler, the only keys configured include:
• *—It is locked, and set for Send Caller to Sign-in.
• 0—It is not locked, and set for Send Caller to Attempt Transfer to Operator (basically
taking them to the Operator handler).
• #—It is locked, and set for Skip Greeting, taking the caller to whatever the After Greeting
action is set to.
The call can be forwarded to one of several destinations, including the following, or you can
hang up the phone. The destinations and their purposes are as follows:
• Subscriber logon conversation—Recorded instructions that are meant to guide the
subscriber through the logon process to access system features, functions, and messages.
• Directory handler—Provides directory assistance, allowing callers to initiate searches of
the subscriber base, and then forwards calls to the selected subscriber.
• Particular subscriber—Designates an individual subscriber in the Cisco Unity system.
• Another call handler—Presents the caller with recorded prompts and provides
information and available options, routes calls, and takes messages.
• Interview handler—Collects information from callers by playing a sequence of
prerecorded questions. The answers provided by callers are recorded in the system and
then forwarded to a configured recipient. The default recipient is the Example
Administrator. Do not delete the Example Administrator account unless other applicable
subscribers have been assigned to review messages received by the interview handler.

Using Message Settings

The Messages page determines who receives messages recorded in the call handler. It also
governs the length of said messages, actions taken by Cisco Unity after the message, and how
Cisco Unity deals with the message after the call handler has completed its function. The
message recipient can be either a subscriber or a public distribution list. Typical call handlers
do not allow callers to leave messages; however, allowing them to do so provides a great deal
of flexibility regarding delivery of the message. The owner of the call handler and the person(s)
to whom the message is addressed do not have to be the same person.

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 Using User-Defined Call Handlers 139

Figure 5-6 Cisco Unity Call Handler, Opening Greeting, Messages Page

The default maximum message length is 300 seconds, and a warning tone sounds before the
maximum message length is reached. The Max and Min for this option can be from 1 to 999
seconds. Messages less than 1 second in length are discarded. Discarded messages, in this case,
generate an event that is recorded in the application event log. Figure 5-6 shows the Call
Handler Messages page.
The After Message action settings, by default, on a newly created call handler is set to Say
Goodbye; however, there is also the option to set it to one of the following options, which are
similar to the Call Input one-key options: Send To: CVM Mailbox Reset, Call Handler,
Directory Handler, Greetings Administrator, Hang Up, Hotel Checked Out, Interview Handler,
Sign-In, or Subscriber.

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The After Message actions also include the option to allow the caller to edit their messages; by
default, this is turned on. The last option allows you to specify whether or not you want to mark
the messages as urgent: Always, Never, or Ask Caller for Their Preference. The default on a
newly created handler, not based on an existing handler, is Never.

Planning Call Handler Use

Careful planning for your system components, including call handlers, interview handlers,
directory handlers, and call routing tables, is key to setting them up efficiently. Creating a call
management map is a way to document your plan. Additional information on call routing tables
is provided in the “Defining Call Routing Rules” section later in this chapter.

Routing Callers by Using One-Key Dialing

One-key dialing options include Send To: CVM Mailbox Reset, Call Handler, Directory
Handler, Greetings Administrator, Hang Up, Hotel Checked Out, Interview Handler, Sign-In,
or Subscriber.
This menu of choices designates a single digit to represent a subscriber extension, call handler,
interview handler, or directory handler. The one-key system can be bypassed by entering a full
subscriber extension or by pressing no keys in the menu system. The call should be sent to the
operator call handler automatically. The system can be set to pause a certain number of seconds
for additional key presses before routing the call to allow for full extension dialing. As
mentioned previously, certain keys can be locked to take the caller directly to the action
programmed for that key. The handler greeting should be used to tell callers what one-key
options are available. In this handler, as in many others, it is important to give callers every
available option in the recorded greeting.

Creating a Call Management Map

As with network designing, the design of the Cisco Unity menu structure should be planned out
and documented. A good way of doing both concurrently is to create a call management map.
In this map, include a menu of one-key dialing options, all possible navigation choices, and, if
desired, the predefined call handlers.
Figure 5-7 illustrates a sample call management map. As is evident in the figure, the call
management map is a simple, logically flowing tiered structure that allows the caller to actively
choose how the call is treated.

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 Using User-Defined Call Handlers 141

Figure 5-7 Call Management Map

Opening Greeting
“Hello, thank you for calling Gollywood Productions... You
may enter the extension of the person...
• For a Directory of employees, press 1.
• For job listings, press 3 and then press 1.
• For the Homework Hotline and Community Announcements, press 3.
• For the Operator, press 0.

Press "1" Press "2" Press "3" Press "0"

Directory Sales/Order Human Operator

Handler Department Resources

Press "1" Press "2" Press "1" Press "2"

Current List Request Job Transfer to

of Films Order Forms Listings Fax Machine

After you create the map, you need to create detailed scripts for use by each call handler during
the recording session. It is recommended, for simplicity’s sake, that you implement the map
from the bottom tier working up to the top tier, as follows:
Step 1 Create the system subscribers and distribution lists.

Step 2 Create each call handler, beginning with those that route calls to subscribers
and/or distribution lists, as shown in the bottom tier of the call management
map in Figure 5-7.
Step 3 Create each tier of the call map in the Cisco Unity system. Continue working
from bottom to top in the hierarchy of the call map until the top tier is
complete. Again, refer to Figure 5-7 for a brief example.

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Defining Call Routing Rules

When calls arrive, they must be acted upon according to the defined rule sets. The rules specify
that calls need to be forwarded to specific destinations, therefore a call routing table is used. All
calls are forwarded in some form or fashion, even if the call is forwarded to Hang Up. Call
routing tables are used to direct incoming calls to the operator, specific subscribers, call
handlers, directory handlers, or interview handlers. Call routing tables also route subscribers to
the subscriber logon conversation. Default routing rules come with the system, each with its
own settings.
When Cisco Unity receives a phone call, the system must determine whether the call is direct
or forwarded. This is done based on the information received from the phone system. The
routing is done on a “first match” basis. That is, the first time a call matches all of the criteria
of a particular rule, the call is forwarded. If the call fails to match even a single portion of the
rule criteria, that rule is skipped and the next rule is processed. The process continues until a
match is made. The last rule in the table is the Default Call Handler. Any call that has not already
been processed by a rule in the table is processed by this rule.
Although the order of the rules can be altered, the predefined call routes cannot be modified. A
call can be forwarded to a number of potential destinations. Each has a particular function in
the call routing table. These include:
• Live Record—Enables the recording of a conversation while talking to another caller.
The recorded conversation is stored in the recording subscriber’s inbox as a message. As
any other message, it can be reviewed, redirected, or forwarded to another subscriber or
distribution list. This functionality may not exist in some phone systems and may be
subject to legal implications if all parties are not informed of the recording in progress.
• Attempt Forward—Forwards the call if the forwarding station belongs to a subscriber.
If the subscriber extension can be found, the call is sent to the subscriber greeting. If no
extension is found, the call is compared to the next rule in the routing table.
• Attempt Sign-In—If the calling number matches that of the subscriber, the call is sent to
the subscriber logon conversation. If not, the next rule in the table is applied to the call.
• Call Handler—Sends the call to a selected call handler.
• Directory Handler—Sends the call to a selected directory handler.
• Greetings Administrator—Sends the call to a conversation that allows a subscriber to
alter their configured greetings over the phone rather than from the web interface.
• Interview Handler—Sends the call to a selected interview handler.
• Sign-In—Sends the call to the subscriber logon conversation. This differs from Attempt
Sign-In in that the system prompts for the subscriber extension rather than checking the
calling number. This allows a sign-in from any phone or extension.
• Subscriber—Sends the call to a specified subscriber.

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 Using User-Defined Call Handlers 143

Cisco Unity has two call routing tables:

• Direct Calls—Handles calls from subscribers and unidentified callers that are directly
dialed to the Cisco Unity system; for example, a subscriber who is calling to check their
voice mail and retrieve messages. Table 5-3 illustrates the rules for direct calls.

Table 5-3 Direct Call Routing Rules

Call Dialed Calling Send
Rule Status Type Port Trunk Number Number Schedule Call To Language
Live On Both Any Any Any Any Always Start Inherited
Record Live
Record
Attempt On Both Any Any Any Any Always Attempt Inherited
Sign-In Sign-In
Default On Both Any Any Any Any Always Attempt Inherited
Call Transfer
Handler for
Opening
Greeting

• Forwarded Calls—Handles calls that are forwarded to Cisco Unity from a subscriber
extension or an extension that is not associated with a subscriber account; for example, an
external call that is forwarded to the Cisco Unity system because the subscriber has set the
Call Forward No Answer option. The subscriber extension does not ring. Instead, the call
is automatically redirected to the subscriber’s configured greeting. Table 5-4 illustrates the
routing rules for forwarded calls.

Table 5-4 Forwarded Call Routing Rules

Call Forwarding Dialed Calling Send
Rule Status Type Station Number Number Schedule Call To Language
Attempt On Both Any Any Any Always Attempt Inherited
Forward Forward
to to
Greeting Greeting
Default On Both Any Any Any Always Attempt Inherited
Call Transfer
Handler for
Opening
Greeting

Obviously, call routing rules make decisions regarding the destination of a call. These call
routing tables contain the routing rules. You can add additional rules as you deem necessary.
You should modify routing tables only after you have created the call handlers, directory
handlers, and other necessary components.
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144 Chapter 5: Cisco Unified Communications System Customization

Using Direct Calls

Direct calls are those that are sent directly to Cisco Unity. The default rules for direct calls are
Attempt Sign-In and Default Call Handler. Neither of these rules can be altered.
This section provides additional information on the numerous fields in Table 5-3. They are as
follows:
• Rule—The name of the rule (for example, Live Record). This field accepts words or
numbers. The name should probably reflect the purpose.
• Status—The choices are Enabled and Disabled. The default on a new rule is Enabled.
• Call Type—The choices are Internal Calls, External Calls, and Both. The default is set to
Both.
• Port—A fill-in parameter that specifies to which port it applies this rule to as the call
arrives. If left blank (which is the default), it considers all ports on a direct call when trying
to match the rule. You can also specify a range of ports
• Trunk—These are present only on the Direct Calls rules.
• Dialed Number (known as Distribute Network Information Services [DNIS])—The
called-party number. Wildcards can be used in this field, for instance, 800*, or it can be
left blank for all numbers dialed.
• Calling Number (known as Automatic Number Identification [ANI])—The calling-
party number. It uses the same parameters as DNIS.
— Schedule—Specifies whether to Always use this rule, use All Hours–All Days
schedule, or Weekdays schedule. The default is Always. Any schedule that is
defined in the Cisco Unity system may be used. These two schedules are
provided by default when the system is installed.
— Send Call To—Specifies what action to take. Here, there are additional options,
including Attempt Forward, Attempt Sign-In, CVM Mailbox Reset, Call
Handler, Directory Handler, Greetings Administrator, Hotel Checked Out,
Interview Handler, Sign-In, Start Live Record, and Subscriber. The default
when a rule is first created is Directory Handler.
— Language—Specifies which languages to use; the default is Inherited.
The call type, port, trunk, DNIS, ANI, and schedule settings all allow the limiting of the call or
to direct specific calls to particular destinations.
For example, consider the CUGA. A Cisco Unity administrator can arrange to have a specific
DID number ring directly to Cisco Unity. When calls come in with that particular DNIS
information, the Send Call To destination can be CUGA. In that way, only people who know
the CUGA phone number can use it.
The set of call routing rules is one of the most powerful and least understood features of Unity.

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 Using User-Defined Call Handlers 145

Using Forwarded Calls

Forwarded calls are those that are sent to the Cisco Unity system from either a subscriber
extension or an extension that is not associated with any subscriber account. The predefined
rules for forwarded calls are Attempt Forward to Greeting and Default Call Handler. You cannot
modify these two rules, although you can add additional rules.
This section provide additional information about the numerous fields in Table 5-4. They are as
follows:
• Rule—The name of the rule (for example, Attempt Forward Greeting). This field accepts
words or numbers. The name should probably reflect the purpose.
• Status—The state of the rule, Enabled or Disabled. The default on a new rule is enabled.
• Call Type—The source of the call. Options are Internal Calls (such as calls from
subscribers), External Calls (such as calls from unidentified callers), or Both. The default
Call Type for a new rule is Both.
• Forwarding Station—(Forwarded Calls page only.) The extension (station) that the call
was forwarded from. Wildcards can be used in this field, for instance, 3*, or it can be left
blank for all numbers dialed.
• Dialed Number (DNIS)—The called-party number. Wildcards can be used in this field,
for instance, 800*, or it can be left blank for all numbers dialed.
• Calling Number (ANI)—The calling-party number. It uses the same parameters as
DNIS.
• Schedule—Specifies whether to Always use this rule, use All Hours–All Days schedule,
or Weekdays schedule. The default is Always.
• Send Call To—Specifies what action to take. The options here include Attempt Forward,
Attempt Sign-In, CVM Mailbox Reset, Call Handler, Directory Handler, Greetings
Administrator, Hotel Checked Out, Interview Handler, Sign-In, Start Live Record, and
Subscriber. The default when a rule is first created is Directory Handler.
• Language—Specifies what languages to use. The default is Inherited.
In cases where there is an integration of Cisco Unity and telephone switches, call routing tables
and rules are even more important. There are some issues that may arise in any integration.
Some of these lie in the realm of call routing. Call routing rules are not meant to repair broken
integrations. Call routing may work better because of the types and amounts of information
capable of passing between the Cisco Unity system and the phone switch, but the rules do not
provide a fix for a flawed integration. However, you should understand that improper call
routing can break or impair a properly executed and implemented integration.
Call routing tables are processed from top to bottom, and from left to right. First, the Live
Record rule is processed. Live Record allows the recording of a call conversation and is very
dependent on the capabilities of a telephone system. When Live Record is requested, the call is
handed back to Cisco Unity and recorded as the conversation progresses.

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The phone system must be able to transmit a barge code and an extension as the call is arriving
at the Cisco Unity port. A barge code is a short sequence that tells Cisco Unity to open a silent
conference with the call already in progress at the specified extension. The setting Start live
record begins recording a message that contains whatever is being spoken at the extension.
If no barge code and extension are passed, the rule fails and Cisco Unity moves on to the next,
Attempt Sign-In. If the PBX passes a sequence of * and a subscriber’s extension, then it begins
the sign-in process. This is how Easy Message Access (one of the three main features of an
integration) is accomplished. If Cisco Unity does not receive a sequence of * plus a valid
extension, then it uses the last rule and sends the caller to the Opening Greeting. You may have
as many call routing rules on a system as you wish. There is no practical limit to the number
that will execute in a very short period of time.

Chapter Summary
In this chapter, you have learned how to do the following:
• Describe how call handlers can be used for audiotext applications
• Set up one-key dialing
• Describe interview handlers
• Define call routing rules
For additional information on the preceding topics, refer to these resources, found at [Link]
by performing a search of the text:
• Cisco Unity Installation Guide
• Cisco Unity Administration Guide, “Call Management”
• Cisco Unity Administration Guide, “Call Management Tools”

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 List the three predefined call handlers.
2 Which default call handler is used to allow callers to search for subscribers in a Cisco
Unity system?
3 Which call handler page provides detailed information about ownership, ownership type,
and name of a call handler?
4 If a voice message is less than 1 second in length, how does the Cisco Unity system
handle it?

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 Chapter Review Questions 147

5 If a call is compared to all rules in the call routing table, and it matches none of the defined
rules, how will the call be routed?
6 In call routing rules, a call can be forwarded to a number of potential destinations. Among
these are destinations known as Attempt Sign-In and Sign-In. What is the difference
between these two call destinations?
7 What page can be used to set up one-key dialing on a call handler?

8 The Cisco Unity system provides two default routing tables. List them along with a brief
description of each.
9 List the five greetings you can use on a call handler.

10 Which call handler is typically used at the end of a call cycle within the Cisco Unity
system?

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Upon completing this chapter, you will be able to perform the following tasks:
• Use Cisco Unity Status Monitor
• Use diagnostic traces, reports, and logs to monitor the health of the Cisco unified
communications systems
• Choose which report to run to collect specific Cisco Unity information

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 CHAPTER
6
Cisco Unified Communications
System Maintenance
After setting up your Cisco Unity system with your subscribers added and your system
configured, the next step is to put it into production and start using it.
Proper maintenance and monitoring are very important to the continued health of Cisco
unified communications systems. This chapter provides information about implementing
maintenance practices, and introduces the different monitoring tools available in Cisco
Unity and Personal Assistant (PA).

Understanding Cisco Unity System Monitoring and

Maintenance
You can use Cisco Unity monitoring tools to capture current real-time activity and
information.
Once you have that information, it is important to maintain and monitor a Cisco Unity
system after placing it in a production environment, to ensure that it continues to perform
at the level it is able to, while maintaining optimal performance.
To fully benefit from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, please see the designated
chapter, where you can find more information on the topic.)
• Knowledge of the different Cisco Utility tools and utilities (see Chapter 11, “Unified
Communications Backup and Utilities”)
• Ability to navigate Microsoft Windows 2000 (refer to Chapter 3, “Cisco Unified
Communications General Setup”)
• Ability to use monitoring tools (see Chapter 11)

Defining Cisco Real-Time Monitoring Tools

Complex systems such as Cisco Unity and Cisco PA need consistent monitoring to
maximize their effectiveness over time. Information that is monitored falls into two
categories: real-time and historical.

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Real-time monitoring means exactly that, monitoring the system functions as they happen.
Issues to monitor in real time on a frequent basis include such things as how much space is left
on the hard drive and what ports are dialing out to notify users of messages and lighting the
lamps on their phones.
Historical monitoring is the gathering of information for a system over a specified time period.
It could also be a snapshot of a system’s data at a given time.
Here is a quick list of some of the real-time monitoring tools that can be used with Cisco Unity
that is discussed in this chapter:
• Status Monitor (HTML)
• Status [Link]
• Port Status Monitor program
Here is a list of some of the tools used to capture historical data:
• Cisco Unity Performance Information and Diagnostic (CUPID)
• Cisco Unity Reporting Tools

Knowing When to Use Cisco Real-Time Monitoring Tools

When developing information, the type of data you are trying to gather determines the type of
tool you will use to collect that information. You would use real-time monitoring to collect
information when trying to duplicate a specific failure, such as a user who collects all messages
but whose lamp does not turn off.

Using Status Monitor (HTML)

Status Monitor, shown in Figure 6-1, is a Cisco Unity application with an HTML interface that
runs separately from the Cisco Unity System Administrator. It is possible to run both the System
Administrator and Status Monitor at the same time. The class of service (COS) in Cisco Unity
controls access to Status Monitor. On the Class of Service > System Access page for those
administrators who will use Status Monitor, ensure the Access Status Monitor check box is
selected. Status Monitor requires the use of Internet Explorer 6.0 or later.

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 Understanding Cisco Unity System Monitoring and Maintenance 151

Figure 6-1 Status Monitor (HTML)

When you first start Status Monitor, the first page you will see is the system status page. Across
the top of the page is a set of five icons at the upper-left corner and a Refresh interval box in the
upper-right corner. Because HTML is not capable of showing dynamic data in a constant real-
time stream, you must tell Status Monitor how often to update information on the screen. You
can set it to refresh from 2 to 99 seconds, with 5 seconds as the default. Setting this too low will
result in excess network traffic with no appreciable reporting benefit. This also affects the
performance of the CPU. Setting it too high may provide information that is not granular
enough; if the reporting interval were higher than the system’s average call length, it is possible
that you would miss some calls altogether. The following is the Status Monitor web address:
[Link]

Understanding the System Status Page

The main body of the System Status page shows whether or not Cisco Unity is running and
enables you to shut it down in one of two ways. You can either wait until all current calls are
finished or send a voice message to interrupt the calls and shut the system down. One way to
find out how many calls are active in the system before shutting down is to look at the Ports
page.

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The Ports Page

A port attached to a Cisco Unity system is capable of carrying one call at a time. The Ports page
gives you a quick look at the current state (within the latest refresh interval) of the ports on the
system. You can see at a glance which ports are active and how long they have been so. You also
get information about the state of the call and details about which part of the system
conversation the call is currently in. If the port appears locked in an off-hook state (and
therefore unavailable to the rest of the system), you can select the port, and then click the Reset
button in the lower-right corner of the page body to attempt to make the port available again.

The Reports Page

The Reports page shows the status of reports submitted. It provides information about which
state the report is in, who ran it, and whether or not the report has been started or is complete.
The information on this page can be quite useful because some reports on the system have the
potential to take a long time to complete. You can choose to cancel a report that is already in
queue by selecting the report and clicking the Cancel Report button.

The Disk Drives Page

The Disk Drives page gives you a quick look at how much disk space the Cisco Unity system
has and how much of it is currently free. You can see all the disk drives on the system, including
physical or logical drives. It does not include floppy and CD-ROM drives. If you wish to get
more details about the physical drives on the system, including their partitioning and formatting
information, you can use a tool such as the Microsoft Windows Computer Management tool.
The last page on the Status Monitor tool is the online Help. It is a pop-up web page that gives
you more information about Status Monitor, the Cisco Message Store Manager utility, and the
Cisco Event Monitoring Service (EMS).

Using the Status Monitor Program

The Status Monitor program is another real-time tool that you can use to watch what is
happening on each of the ports, as shown in Figure 6-2. This includes when a Cisco Unity
subscriber calls in to listen to new messages, when Cisco Unity dials out to light the message
waiting indicator (MWI) or calls a cell phone to deliver a message, and when an outside caller
calls in and navigates through a one-key audio-text application. This tool is found in the
\commserver\techtools folder and is called StatusMonitor.

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 Understanding Cisco Unity System Monitoring and Maintenance 153

Figure 6-2 Port Status Monitor Program

When you start a monitor, the monitor settings control the state information that is shown. You
can monitor port status based on Application, Display, or Conversation:
• Application—Displays the state of the Cisco Unity application during the monitoring
session. States include Idle, Attempt Sign-in, Transfer, and Greeting. This is the same
information you would see if you were using the HTML Status Monitor. As an example,
when a user is attempting to log in to their mailbox, using a port that is being monitored,
the Application display will show Attempt Sign-in. This is useful information when
troubleshooting a call to know at what stage of the application the call is in.
• Display—Displays a high-level overview of activity during the monitoring session,
including Dialing, MWI (with extension), Notification (with extension), and so on. This
comes in handy when you are troubleshooting MWI issues. You can see when an MWI
message was sent out and for what extension.
• Conversation—Displays detailed events that occur during the monitoring session. Events
include Call Handlers in use, Action by Subscribers, Greetings, Dual-tone Multifrequency
(DTMF), and so on. It is useful when troubleshooting items like when a user enters an
extension, but it cannot be transferred to it from Cisco Unity’s general greeting. By using
the Conversation display, you can see what is coming in from the telephone system (for
example, whether Cisco Unity actually is seeing all of the digits when a user dials 1000).
Status Monitor also allows you to log status information to a text file. You can also busy-out a
port, or disable it. It also has “Show New Calls” and “Show Port Availability” buttons, which
will display that information in real time.
Cisco Unity also comes with another tool called the Port Status Monitor program. It provides
the same information as the Status Monitor application. In addition, it allows you to clear all
traces from the Status Monitor window and turn on/off the auto-scroll feature, and it has a real-
time display option, which gives you more description information about what is occurring on
a port. It also gives you the option to specify the maximum traces in the trace window and

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maximum traces in a log file. This tool is found in the Cisco Unity Tools Depot. Figure 6-3
shows the Port Status Monitor program and a caller leaving a message on Cisco Unity port 5.

Figure 6-3 Status Monitor Program

Maintaining a Cisco Unity Server

This section provides information about the proper maintenance of a Cisco Unity system. Here
is a quick list of the tasks to consider when maintaining a Cisco Unity server:
• Forward unaddressed messages to the appropriate recipients.
• Scan for viruses.
• Keep virus-scanning definitions up to date.
• Check for mailboxes that exceed their storage limit.
• Run Exchange Optimizer on Exchange 5.5 when more than 100 subscribers are added.
• Keep up to date with Cisco Unity qualified service packs and hot fixes. Service packs that
are installed on a Cisco Unity system go through a Cisco qualification process before they
are supported on this system.
• Twice a year run the Exchange Eseutil utility from Microsoft, available at http://
[Link]. This is a Microsoft maintenance utility for Exchange Server
databases.

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 Understanding Cisco Unity System Monitoring and Maintenance 155

• Verify that the backup medium used has enough available space to back up the Cisco
Unity server.
• Back up Cisco Unity and message stores regularly.
• Include Cisco Unity servers in the schedule if you are restarting other network servers.
• Run the DbWalker utility.
• Check that messages left in the Unity Messaging Repository (UMR) are delivered to
subscriber mailboxes.
• Check whether Cisco Unity System Administrator sessions are not being released and
whether any are not being used.
• If using Exchange, check for mailboxes that are over their size limits.
• If using Exchange, schedule mailbox maintenance tasks using the Message Store
Manager.
• Update the system clock.
• Monitor forums that are available for Cisco Unity.
All the software and hardware associated with the Cisco Unity server require ongoing
maintenance to ensure high performance. The pieces affected by this can also affect server
performance in general. Performing regular maintenance on the Cisco Unity server may ensure
continuous reliability and performance.
Messages that are not delivered in Cisco Unity return to the Unaddressed Messages
distribution list. The following are possible reasons why messages may go to this distribution
list: the network is not available, the server assigned to the intended subscriber is not available,
the intended subscriber exceeded its message storage limit, or someone left a message using the
Operator call handler because the operator was unavailable.
Once these messages arrive in the Unaddressed Messages distribution list, a designated person
should manually forward the messages to the proper recipients. This should be done on a
continual basis. By default, the only member of the Unaddressed Messages distribution list is
the example administrator. Someone responsible for monitoring the system for undelivered
messages should also be a member of this distribution list. This person should have no message
storage limit on their mailbox, to avoid unaddressed messages not being sent to them. You can
add a subscriber by performing the following steps:
Step 1 Open the Cisco Unity System Administrator web page.
Step 2 On the left side, click the Public Distribution Lists link.

Step 3 On the Find and View Distribution list, click Find.

Step 4 On the resulting list, click Unaddressed Messages.

Step 5 On the left side, click Members.

Step 6 Select Add and Find the subscriber you would like to add to this distribution
list.

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Step 7 Select the subscriber and click the “Add to List” button. This automatically
saves this information. So, there is no need to click the standard Save button
on the SA.
For more information about forwarding unaddressed messages to the correct recipients,
perform a search on [Link] for “Forwarding unaddressed messages to the correct
recipients.”
When running virus scanning and backups on a daily basis, it is good practice to run them
during off hours, when the Cisco Unity server is less busy. Some things to consider, however,
when running backups are the delivery of messages for Audio Messaging Interchange
Specification (AMIS) and Bridge networking, which may occur off hours as well. The virus-
scanning software should be set up to notify you every week or two to check with the
manufacturer for updates to its virus-scanning definitions. If there is a policy in place to do so
for other systems on the network already, you can include the Cisco Unity server with them. If
there is no policy in place, Cisco recommends that you update the definitions on the Cisco Unity
server whenever the virus-scanning software alerts you of new definitions. “Cisco Unity
Requirements, and Supported Hardware and Software,” available at [Link], contains a list
of virus-scanning software that is qualified for use with Cisco Unity.
For Microsoft Exchange 5.5, when 100 or more Exchange mailboxes or Cisco Unity
subscribers are added, you should run Exchange Optimizer. More information on this can be
found on Microsoft’s website. Refer to Article ID 266051, “Understanding the Microsoft
Exchange Server Performance Optimizer” (white paper), at [Link]
Microsoft regularly provides updates for Microsoft Windows 2000, Microsoft Exchange,
Microsoft SQL Server 2000/MSDE 2000, Microsoft Internet Explorer, and Microsoft Internet
Information Server (IIS). These updates (which Microsoft also refers to as security updates,
patches, or hot fixes) are limited to changes that fix specific problems. They do not include
general defect fixes or new functionality. Cisco recommends that these updates be applied to
the Cisco Unity server as they are released.
Microsoft also occasionally releases service packs that contain fixes generated since the last
general product release. Because the service pack scope is broad, each service pack must go
through thorough testing to ensure that changes do not adversely affect Cisco Unity. Cisco
Technical Assistance Center (TAC) does not support new service packs until they have been
qualified for use with Cisco Unity. You must uninstall unqualified service packs before Cisco
TAC provides assistance in resolving issues.
For information on which service packs have been qualified for use with Cisco Unity, refer to
“Cisco Unity Requirements, and Supported Hardware and Software,” available at [Link].
Microsoft Exchange Eseutil is a defragmentation utility for use with Microsoft Exchange
Server 5.5 and Exchange 2000. This utility helps to keep Exchange running efficiently. You
should run a backup before running this utility. The time to complete may, however, be lengthy.
Run it on a regular basis, at least once every six months. For more information, refer to Article

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 Understanding Cisco Unity System Monitoring and Maintenance 157

ID 192185, “XADM: How to Defragment with the Eseutil Utility ([Link]),” available at
[Link]
On a monthly basis, you should check that the backup medium that is used to back up your
Cisco Unity system has enough space.
Proper backup of your Cisco Unity system is important in case a system recovery is required.
The backup software used for Cisco Unity should provide the ability to also back up the
software products that Cisco Unity uses as well as their data. These include Microsoft Windows
2000 Server, Microsoft SQL Server 2000, Microsoft SQL Server 2000 Desktop Engine (MSDE
2000), and, for some setups, Microsoft Exchange Server 2000. Cisco Unity also includes the
Cisco Unity Disaster Recovery Backup tool, which can be used to back up and restore Cisco
Unity data. It can be found in the Cisco Unity Tool Depot on the Cisco Unity server.
For more information on backing up and restoring a Cisco Unity server go to [Link] and
perform a search on “Backing Up and Restoring a Cisco Unity System (Version 4.0).”
If you restart your servers on a regular basis on your network, you should include the Cisco
Unity servers also. Cisco Unity comes with a Cisco Unity Schedule Restart Tool, which allows
you to schedule a restart for the Cisco Unity server. Cisco recommends that you use this tool to
schedule automatic restarts for the Cisco Unity server. The Cisco Unity Schedule Restart Tool
is found in the Cisco Unity Tools Depot.
Running the DbWalker utility will ensure the integrity of the Cisco Unity database. It checks
for unassociated (orphaned) call handlers and invalid links caused by not removing all
references to already deleted call handlers in the database. It also checks each subscriber,
subscriber template, interview handler, location object, and directory object for values not
present, broken links, and other issues. These can cause instability in the Cisco Unity server and
system lockups if left unattended. They will affect any attempt to restore a database made from
a backup that contains a corrupted database. You should also run a backup before you run this
utility.
Another maintenance item to consider on your Cisco Unity server is to verify that messages left
in the UMR are being processed on a daily basis. One way to check this is by looking at the
\Commserver\UnityMTA folder to see if messages have not been processed.
There may be times where Cisco Unity Administrator sessions are not being released. You can
check this by running a report using the CUPID tool. CUPID can collect the following data for
this:
• \Active Server Pages\Sessions Current
• \Active Server Pages\Session Duration
• \Active Server Pages\Sessions Total
If you are using Exchange as your message store and you have set limits to the maximum size
of the subscriber mailboxes, on a monthly basis you should also monitor which mailboxes are
full or have met their maximum size. This will help you determine whether mailboxes have the

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appropriate maximum size. You can monitor this by scheduling a Subscriber Message Store
Status report using the Message Store Manager utility. This tool can be found in the Cisco Unity
Tools Depot or at [Link]
Use the Message Store Manager to also schedule mailbox maintenance tasks for Exchange. You
can schedule items such as deleting old messages and archiving messages.
The system clock should also be updated on the Cisco Unity system if it is connected to the
network. An authoritative time server can be set up on the network to make sure all the
computers on the network use the same time. You can find more information on how to set up
a time server on Microsoft’s website, Article ID 216734, “How to Configure an Authoritative
Time Server in Windows 2000.” When the time on the Cisco Unity server is significantly behind
the actual time, message delivery may seem to be slow for subscribers, when it is actually not.
If the Cisco Unity system is not on the network, on a monthly basis you should check the system
clock for accuracy. It should be within one minute of the actual time. You can change it by going
to the Windows Start menu and clicking Settings > Control Panel > Date/Time.

NOTE If you change the time on the system clock while using the Cisco Unity Administrator, this may
produce inconsistencies in the data. There may be values that you have changed that still appear
as if they have not been changed. It is recommended not to change the system time while using
the Cisco Unity Administrator.

There are many forums available for Cisco products. Forums are great sources to find answers
to specific questions. The following is the link to the Cisco Networking Professionals
Connection:
[Link]

Cisco Unity Additional Maintenance Resources

Additional maintenance resources can be found in the following white papers at [Link]
• “Maintaining a Cisco Unity System”
• “Security Best Practices for Cisco Unity”
The white papers listed, as well as others listed go into much greater depth about these topics.
You can also perform a search on the same website for “Cisco Unity White Papers” to find the
latest available white papers for the Cisco Unity product. Please check it regularly for the most
current and new information.

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 Understanding Cisco Unified Communications System Reporting 159

Understanding Cisco Unified Communications System

Reporting
Cisco Unity Administrator reporting tools show historical system activity and information.
Cisco Unity administrators must understand how to use these tools, analyze the performance of
their Cisco Unity system, and put the information in context. An administrator can come to
understand what is normal for their system when using reporting tools. Once you establish a
normal baseline, it is easier to establish a context for interpreting real-time information captured
from the system.
To fully benefit from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, please see the designated chapter, where you
can find more information on the topic.)
• Knowledge of how to navigate through the Cisco Unity Administrator web pages (refer to
Chapter 3)
• Knowledge of the difference between real-time and historical reporting (see Chapter 11)

Defining Cisco Unity Reporting Tools

Cisco Unity reporting tools provide historical information about functions on the system. Cisco
Unity provides the historical information in two broad categories: activity that has taken place
over a specified period of time and information that is a “snapshot” in time.
Port activity is a good example of information you can capture over a specified period.
A Subscribers report is an example of information you can collect to look at a snapshot of the
state of the system’s subscribers at a given period.

Knowing When to Use Cisco Reporting Tools

The type of data that you want to gather determines the type of tool that you should use to
collect that information. If you want to see, for example, how many times a specific user
received calls that the automated attendant transferred, you use a reporting tool to gather
historical information. In addition, if a report indicates that there were particular times during
the day when system bottlenecks occurred, it would be useful to observe the system as it is
running during those times.
Historical information is data that was previously collected, which you can use to create reports.
The report-generating tools go back through the logs and look at events from the Cisco Unity
or Cisco PA point of view. You can use reports to develop information about two broad
categories: information that is related to subscribers and information that concerns system
activity.

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Specifying Settings on Cisco Unity Administrator Reports

You can specify different settings on Cisco Unity Administrator reports, depending on the type
of report. You can choose what subscribers, administrators, and distribution to include, the date
and time range to use, and what data field to sort on. In addition, you also specify the file format
that Cisco Unity will use when it generates the report.
What file format you should use depends on what you want to do with the report after you
generate it. You can have the report delivered in either web page (HTML) or comma-separated
values (CSV) format. If you will be doing some post processing on the report for further
analysis or charting, then setting it up as a comma-delimited file is best. If you want the
information in the report with no further need of processing, then select the web page format.
At present, web browsers are limited to opening files of no more than 220 MB. If you suspect
that your report will be larger than that, use the comma-delimited format.
Each individual component in Cisco Unity runs its own log file. The event log reads all the
components and combines them into a readable form. You can configure how long to keep the
log files saved in the system by using the Cisco Unity System Administrator. The System >
Configuration > Settings page has three separate settings for log file cleanup. Each of the
settings defaults to 7 days, but you can make them longer or shorter as you require. There is a
setting for data, diagnostic, and report files. If you wish to run reports that encompass more than
the last 7 days, then you must make the Cleanup interval for the logger data files longer. If you
do not keep reports after they are generated, then you can shorten the Cleanup interval for report
files from the initial 7 days. In Figure 6-4, Status Monitor is showing two reports.
Any report that is run in Cisco Unity draws its data from two different sources: the continuous
data represented by the log files and on-demand data. On-demand data is information present
in the Exchange database that the reports can extract as needed. Examples of this are subscriber
names, aliases, public distribution list membership, and disk space used by each subscriber.
Once the report has been started, you can monitor its progress from Status Monitor, or you can
wait to be e-mailed when it is ready.
When the report is finished, Cisco Unity sends an e-mail to the account of the person who
started the report. Depending on the size of the message store being queried and how busy both
message store and Cisco Unity are, the amount of time that is needed to generate the report can
be highly variable. Some reports, because of their complexity, may take as long as 18 hours to
run. The best time to generate reports is when the system is not busy taking calls or when no
other system-intensive process (such as a backup) is in progress. In the present release of Cisco
Unity, you cannot schedule reports in advance. In addition, if Cisco Unity is stopped while
processing a report, all reports in the queue will be deleted.

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 Understanding Cisco Unified Communications System Reporting 161

Figure 6-4 Status Monitor, Reports Page

Using Cisco Unity Subscriber Reports

The following is a list of the different Subscriber Reports available for Cisco Unity:
• Subscribers
• Subscriber Message Activity
• Distribution Lists
• Failed Login
• Storage Usage
• Transfer Call Billing
• OutCall Billing

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Subscribers Reports
You can run Subscribers reports for all subscribers, for a selected subscriber, or for a public
distribution list. The report contains profile and account information on the subscriber(s)
selected. This information includes their name, mail alias, COS, extension, and inbox size. This
report can be useful in determining which subscribers are using Cisco Unity and the degree to
which they are using it. Running the report a week or so after introducing the system will give
you an idea of which subscribers may need some extra training or encouragement. Figure 6-5
shows the Cisco Unity Administrator, Subscriber Reports page.

Figure 6-5 Cisco Unity Administrator, Subscriber Reports Page

Subscriber Message Activity Reports

A subscriber may report that they are not getting their messages or that their MWI is not turning
on or off in a timely fashion. If that is the case, this is the report to run. When gathering
information from a subscriber about delayed messages, you should get information about when

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 Understanding Cisco Unified Communications System Reporting 163

the problem occurred, whom the message was from, and what they did in response to the message.
You can then set up the report to bracket the time. You can run the report only for a specified
subscriber at a time. Once run, the report will tell you everything it knows about the message
activity of that subscriber, including when they responded to it, what telephone DTMF digits they
pressed (if they accessed it over the telephone), what application generated the message, and when
the message arrived in their inbox. Armed with this information, you should be able to address
most reports of delayed messages. Our experience indicates very few verified cases of delayed
messages. In most cases, the perception of a delayed message can be traced to either a
misunderstanding on the part of the subscriber or an error they made in using their account.

Distribution Lists Reports

You can generate a report for any single distribution list or all distribution lists on your Cisco
Unity system. When you do, you’ll know its creation date, the name of the list’s owner, the total
number of members, and, optionally, the members of the list. If the distribution list has other
public lists as a member, the report lists them as well. This report only tells you about public
distribution lists; private lists of subscribers are not included in this report.

Failed Login Reports

One responsibility of system administrators is to monitor the system against intrusion by
unauthorized callers. The Failed Login report provides the information you need to accomplish
this task. The report can track both failed telephone logins and failed system administrator
logins. To get the failed system administrator logins, you must enable auditing in Windows
security policies.
The report can list all subscribers or a selected subscriber. If a subscriber calls with a locked
account, it would be important to find out how the account came to be locked. You can use this
report to list all login failures for the selected subscriber, which might be helpful in establishing
a pattern or determining a need for further end-user training.
Here are items listed in the Failed Login report:
• For each telephone login failure:
— Subscriber name
— Alias
— Caller ID (phone number called from)
— Subscriber DTMF
— Date and time of failure
— Maximum failures exceeded
— Failure number

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• For each System Admin login failure:

— Username
— Computer
— User domain
— Event ID
— Date and time of failure
— Failure number

Storage Usage Reports

Another administration responsibility is to track the amount of disk space that is used by each
subscriber. You can run the Storage Usage report for all subscribers or a selected one. It will tell
you how much space is currently in use and how much is still available for use. The amount of
space allotted to each subscriber is set through Active Directory, and you can change it if
necessary.

Transfer Call Billing Reports

You can use the Transfer Call Billing report to obtain information about calls that are
transferred from a subscriber’s account or from a call handler. You could use this report for
billing purposes or to keep track of transfers to long distance phone numbers. You can generate
the report for all subscribers, billing IDs, or call handlers or for a specific subscriber, public
distribution list, billing ID, or call handler. The report tells you when the call was made, what
number was called, and the result of the call (whether it was connected, busy, unanswered, or
some unknown condition occurred).

OutCall Billing Reports

Another report, similar in function to the Transfer Call Billing report, is OutCall Billing. You
use it to obtain information about outbound calls made by Cisco Unity for message
notifications. This report also provides information about outbound calls when subscribers use
the Media Master control over the phone. You can use this report for billing purposes, or to keep
track of message notifications sent to long distance phone numbers.
You can generate the report for all Cisco Unity subscribers or billing IDs, or for a specific
subscriber, billing ID, or public distribution list. You can generate a summary version of the
report or a detailed version, which includes additional information about each call. The
summary version contains the time and length of each call. The detailed version contains
information on the time the call was made, the notification device used, the dialed number, the
result of the call (busy, connected, failure, port disabled, port unavailable, no answer, release,
which typically happens for notifications sent to pagers), or unknown, and how much time the
call took.

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NOTE The devices for message notification are specified on the subscriber’s message notification page
and can be a home phone, work phone, spare phone, or pager. The Telephony Record and
Playback (TRaP) is listed as the delivery device for Media Master recording by phone.

Using Cisco Unity System Reports

The following is a list of the different System Reports available on Cisco Unity:
• Administrative Access Activity
• Event Log
• Port Usage
• System Configuration
• Unresolved References
• Call Handler Traffic
• AMIS Outbound Traffic
• AMIS Inbound Traffic

Administrative Access Activity Reports

When you need to track which system administrator changed values in Cisco Unity and what
values they changed, use this report. You can run the report for all administrators or a selected
one and you can set the report for a particular date and time range. The report tells you whether
data was created, updated, or deleted, and, if so, who did it and when. In addition, it gives you
details about the name of every setting changed and what its new value is. With the hectic pace
of business today, a tool like this that helps track the changes made in the system can be very
useful.

Event Log Reports

You can use this report to list events from the Windows event log. You can look at all events in
the log, or you can filter it so that only Cisco Unity events show up. All the events shown are
application events, because Cisco Unity does not write system or security events. Of course,
you can view the same information using the Microsoft Windows Event Viewer; Cisco Unity is
giving you a way to do it so that you can either maintain a record (by keeping the file) or do it
without leaving the Cisco Unity Administrator interface.

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Port Usage Reports

To have a clear picture of whether or not your Cisco Unity system is running close to its full
capacity, you should run this report on a regular basis. It would be best to run it each week for
a few weeks after installing a new system, to gauge whether the ports have been set up correctly
for your system traffic. You can run this report for all ports or a selected range of them. The
report tells you how many calls arrived on the port, their length and average length, the
percentage that the port is being used, and how many calls per day and calls per hour are coming
in. If you find that a majority of your ports are running at or above 80 percent capacity during
the busiest times of your working day, this may indicate a need for either more port capacity or
a rearrangement of port status. Rearrange port status only in consultation with the installer of
the system, because, as with simple changes, it could have a profound effect on the way Cisco
Unity works.

System Configuration Reports

The System Configuration report gathers information from several places in the Cisco Unity
Administrator and makes it accessible all in one place. You can view all of this information (and
much more) in the System > Configuration section of the Cisco Unity Administrator on
several of its pages. This would be a good report to print out before a call to the Cisco TAC.
Here are some of the items listed in the System Configuration report:
• Cisco Unity serial number
• OEM code
• Number of languages
• Version numbers for Cisco Unity and Windows Server
• Number of voice ports
• Available licenses and total licenses
• Leading silence for recordings
• Trailing silence for short and long recordings
• Minimum length for a recording
• Computer name and Windows domain
• Hard drive space used and total
• Additional settings such as:
— Switch integration type
— Cisco Unity Assistant licensing
— Text-to-speech engine

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Unresolved References Reports

When you delete subscribers by using the Microsoft Windows 2000 Active Directory Users and
Computers console without first deleting the subscriber by using the Cisco Unity Administrator,
call handlers can be left in an invalid state. Use the Unresolved References report to locate
primary call handlers (call handlers associated with a subscriber’s account) and other call
handlers, and to interview handlers that are left in this way.
The Unresolved References report examines the Cisco Unity information stored in the SQL
database and reports any problems that it finds. The report identifies the errant handler,
describes the problem, and suggests a solution.
If the report finds an invalid primary call handler, you need to run Cisco Unity’s SysCheck
utility to remove it. To access the SysCheck utility, on the Cisco Unity server, select Start >
Programs > Unity > Cisco Unity Tools Depot and double-click SysCheck.
The DbWalker tool can also be used to find call handler references with invalid states.
The Unresolved References report contains information about the handler’s name, what kind of
call handler it is, the handler’s access ID (if any), who “owns” the handler, and who receives
messages (if any) left for this handler.

Call Handler Traffic Reports

Once you have built an audio-text application using call handlers, you can use the Call Handler
Traffic report to track the number of calls handled by it. The report shows the number of calls
going through a particular call handler, and how callers are choosing to exit that handler.
A caller can exit a call handler in four ways: hang up, choose a one-key dialing option, dial an
extension that transfers the call to another call handler (or subscriber), or be routed
automatically by the after-greeting action (for example, be routed to the Good-bye call handler).
The Call Handler Traffic report contains columns for each exit method and a tally of how many
times each method is used for the handler (or handlers). You can run this report for a particular
handler or for all of them on the system, as well as for a particular timeframe.

AMIS Outbound Traffic Reports

The AMIS Outbound Traffic report provides a variety of data for the system administrator. This
report provides the following information:
• When the subscriber submitted the message for transmission
• Whether the message is marked urgent
• The sender’s primary extension
• The delivery phone number Cisco Unity dialed to deliver the message
• When the message transmission started
• The number of seconds it needed to transmit the message

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• Whether the delivery was a success or a failure

• Total number of messages Cisco Unity delivered successfully
• Total number of messages Cisco Unity delivered unsuccessfully

AMIS Inbound Traffic Reports

The AMIS Inbound Traffic report provides information about the progress of inbound AMIS
messages. The following information is included:
• Date and time when Cisco Unity receives transmission of incoming messages
• Cisco Unity location ID of the node sending the messages
• Target user of the AMIS message
• Number of seconds required for the transmission of messages
• Whether the delivery is a success or failure
• Cisco Unity port number receiving the transmission
• Total number of messages received successfully
• Total number of messages that failed

Monitoring Performance Counters

There are several tools that can be used to monitor the performance of a Cisco Unity system.
Among them are Microsoft Performance Monitor and Cisco Unity Performance Information
and Diagnostics (CUPID), shown in Figure 6-6.
Microsoft Performance Monitor can be used to track items such as processor usage information,
memory, Cisco Unity authentication, Cisco Unity integration, and so on. Cisco Unity
integration contains counters to track voice mail port usage, total port usage percentage, ports
locked, and current ports used.
You can also use CUPID to track the Cisco Unity performance items such as system memory,
outgoing calls/sec, and many other things. It is a service that logs its data into a CSV output file
and can be used to do performance analysis. Once you start CUPID, it creates a CSV file in the
\Commserver\logs folder. If you open it, you see all the items it keeps track of. It requires less
system resources than Microsoft Performance Monitor. Once installed, it starts automatically
on a system restart. You can change this default behavior by using the Services applet and
changing the status of the CUPID service. It can be found in the Cisco Unity Tool Depot of the
Cisco Unity System, and it is also available at [Link]

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 Understanding Cisco Unified Communications System Reporting 169

Figure 6-6 Cisco Unity Performance Information and Diagnostics (CUPID)

Monitoring PA
This section provides information about monitoring the performance of Personal Assistant.
The Cisco PA performance statistics are collected and displayed by using Microsoft Windows
Performance Monitor. You can use more than 25 counters to monitor PA, including items such
as the following:
• Total number of calls made to Cisco PA
• Number of errors in the speech system while callers were trying to dial a party by name
• Total number of times callers were asked to access voice mail
All the counters are renewed when the Cisco PA server is restarted.
You can use Call History Information logs to help identify toll fraud on your system. You can
use the CiscoWorks2000 Syslog facility to write the collected information to syslog. If not,
Cisco PA writes the call history records to a series of 2-MB files called [Link].
Their numbers range from 00 to 99. Cisco PA will begin reusing the logs once they reach the
2-MB limit.

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170 Chapter 6: Cisco Unified Communications System Maintenance

Chapter Summary
In this chapter, you have learned about real-time and historical monitoring tools, Subscriber and
System reports, and maintenance practices. In particular, you have learned how to do the
following:
• Describe Cisco Unity real-time monitoring tools
• Use the real-time monitoring tools appropriately
• Use Status Monitor
• Describe how to use the Status Monitor program
• Describe effective Cisco Unity maintenance procedures
• Use Subscriber reports to manage message activity, distribution lists, storage usage, and
message traffic
• Use System reports to monitor system performance through administrative access, events
on the system, port usage, and system configuration
• View Cisco PA logs and counters
For additional information on the preceding topics, refer to these resources:
• Cisco Unity System Administration Guide
• White papers available at:
[Link]
[Link]
• Chapter 7 of this book, “Cisco Unified Communications System Hardware”
• Cisco Personal Assistant Administration Guide

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 What are Cisco Unity real-time monitoring tools?
2 What information does the HTML-based Status Monitor application provide?
3 List the items to consider when maintaining a Cisco Unity server.

4 When generating a Cisco Unity report, which two file formats can you choose from to
have Cisco Unity generate the report?
5 When running a Cisco Unity report, if you suspect that it will be larger than 220 MB,
which file format should you use?
6 If there are some Cisco Unity reports in queue and an administrator stops Cisco Unity,
what happens to the reports?

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 Chapter Review Questions 171

7 A user is stating that their MWI does not turn on immediately after they receive a message
on their Cisco Unity voice mailbox. Which Cisco Unity Subscriber report can you run to
help troubleshoot this issue?
8 When you want to track which system administrator changed values in Cisco Unity and
what values they changed, which System report will help you track these changes?
9 Which Cisco Unity report will help you determine how many times callers simply hung
up from the opening greeting?
10 What are some of the PA statistics you can monitor by using Performance Monitor
counters?

From the Library of David Alfaro Cordova

From the Library of David Alfaro Cordova
 PART
II
Cisco Unity Engineering
Chapter 7 Understanding Cisco Unified Communications System Hardware

Chapter 8 Cisco Unified Communications System Software

Chapter 9 Cisco Unified Communications Integrations

Chapter 10 Unified Communications Networking

Chapter 11 Unified Communications Backup and Utilities

Appendix A Chapter Review Questions

From the Library of David Alfaro Cordova

Upon completing this chapter, you will be able to perform the following tasks:
• Select the server platform specifications for Cisco Unity deployment and understand
how the choice of server platform affects the efficiency of the Cisco Unity Voice Mail
(VM) only and Unified Messaging (UM) capabilities
• Use voice cards in Cisco Unity integrations with either a PBX alone or in combination
with a Cisco CallManager
• Install additional hardware functionality that may or may not be supported by the
Cisco Technical Assistance Center (TAC)

From the Library of David Alfaro Cordova

 CHAPTER
7
Understanding Cisco Unified
Communications System
Hardware
A Cisco Unity server will be a heavily used network host in your network. The hardware
platform that you select should be constructed with this in mind. It is imperative that you
meet the minimum system specifications supported for use with Cisco Unity. To facilitate
ease of construction and to support issue resolution, Cisco has specified hardware platform
overlays. Platform overlays are varying options of hardware and machine horsepower that
are necessary for a variety of installation scenarios or missions. Essentially, the platform
overlays specify configuration of processors, hard disk space, and memory for a specific
server size or Cisco Unity user population.
Cisco Unity support is not your sole concern overall in selecting a hardware platform. Other
functionality offered, but not necessarily deployed in every instance, can also factor into the
necessary horsepower of a server platform. An example of this is the Cisco Personal
Communications Assistant (CPCA) server functionality, discussed later in this chapter.

Understanding Cisco Unity Server Hardware—Platform

Overlays
As mentioned, Cisco has opted for a platform overlay model to specify platforms for Cisco
Unity servers. The platform overlays that are available provide a wide range of functionality
and cost. The intent here is to make basic, acceptable Cisco Unity performance available to
all customers, from single server users to corporate enterprise services.
Knowing the proper hardware to choose for specific deployments is important, to ensure
that it performs properly and meets your customer needs.
Cisco has created a five-level template. Beginning at level 1 and moving up to level 5, the
robustness and performance of the server increases. The basic configuration and
specifications for each level are set for “acceptable” performance.
To further facilitate ease of support, Cisco has certified specific hardware vendors. Each of
these vendors offers a server solution according to each platform overlay. These vendors
are Hewlett-Packard/Compaq (one company now that they have merged, referred to as HP
for the remainder of the chapter) and IBM. Specific solutions will be discussed along with
each platform overlay. Dell solutions were previously sold, however they are no longer
available for purchase through Cisco for the Cisco Unity 4.0 product.

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176 Chapter 7: Understanding Cisco Unified Communications System Hardware

To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review of either topic, see Chapter 3, “Setting Up
Cisco Unified Communications,” where you can find more information.)
• A solid understanding of the numbers and system needs of subscribers.
• In-depth knowledge and understanding of the tasks necessary to install and configure the
Cisco Unity system.
Table 7-1 shows the five levels of Cisco’s platform overlay model. In the table, the amount of
message storage time is presented in hours. Two compression algorithms (coder/decoder
[codecs]) are in use on Cisco Unity servers, G.711 and G.729a. These two specifications are
defined by the International Telecommunication Union (ITU) for voice encoding/compression
and transmission in digital form.
G.711 is a pulse code modulation (PCM), which uses a 64-kbps encoding scheme. G.729a is
Conjugate Structure Algebraic–Code Excited Linear Predicting (CSA-CELP), which uses an
8-kbps encoding scheme. G.711 is known as “toll-quality” in the telephony world. This is
typically the quality of the voice that is heard in day-to-day phone calls on the legacy PSTN.
G.729a provides near-toll-quality voice at 8-kbps per-call encoding, compared to G.711’s
64-kbps per-call encoding. The encoding bit rate is not necessarily proportionate to bandwidth
utilization when discussing voice over data networks. The encoded portion is carried as payload
in data packets and therefore requires additional overhead. The additional overhead varies
based on several factors, including, but not limited to, TCP header compression and Layer 2 of
the Open System Interconnection (OSI) model framing type (not all frames are created
equally).
In Mean Opinion Scoring (MOS), a voice quality comparison study, most participants find it
difficult to distinguish between calls made using G.711 and calls made using G.729a. The
difference between them is important due to bandwidth restraints experienced across WAN
links with Voice over IP (VoIP) calls (again referring to bandwidth utilization per call). G.711
offers the best quality, but at a high bandwidth cost, whereas G.729 provides nearly the same
quality utilizing a fraction of the bandwidth, but with an increased latency of 10 to 20 ms due
to compression/decompression processing.
These codecs work in conjunction with IP telephony integration: Cisco CallManager and
Session Initiation Protocol (SIP). These codecs are important because when an integrated
system is present, bandwidth utilization is a consideration. Cisco CallManager 4.0 can be
configured for G.729, G.711, G.723, G.728, G.722, wideband, and global system for mobile
communication (GSM). Cisco Unity only accepts G.729 and G.711 calls from a Cisco
CallManager, though. If Cisco CallManager is configured with any other codec to use with
Cisco Unity, voice-quality issues will likely arise. Bandwidth considerations are especially
important if the Cisco Unity system and Cisco CallManager exist at different sites.

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 Understanding Cisco Unity Server Hardware—Platform Overlays 177

NOTE For a single call, Cisco CallManager allocates 80 kbps for a G.711 call and 24 kbps for a G.729
call. These should be considered when planning a deployment.

Most significant to the needs of a Cisco Unity system is the dramatic effect of the codec
selection on the size of the message store, in minutes. Table 7-1 illustrates this point.
Table 7-1 Cisco Unity Platform Overlay Levels
Platform Platform Platform Platform Platform
Platform Overlay Overlay Overlay Overlay Overlay
Overlay Level 1 Level 2 Level 3 Level 4 Level 5
Platform MCS-7815I- MCS- MCS- MCS-7855I- MCS-7865I-
ECS1 7835H-ECS1 7845H-ECS1 ECS1 ECS1
MCS- MCS-7835I- MCS- MCS-7855I- MCS-7865I-
7825H-ECS1 ECS1 7845H-ECS2 ECS2 ECS2
IBM x205 HP DL380- MCS-7845I- HP DL580- HP DL580-
G3 single ECS1 G2 dual G2 quad
processor MCS-7845I- processor processor
HP ML370- ECS2 HP DL570- HP DL570-
G3 single HP DL380- G2 dual G2 quad
processor G3 dual processor processor
IBM x235 processor IBM x255 IBM x255
single HP DL370- dual quad
processor G3 dual processor processor
IBM x345 processor
single IBM x235
processor dual
processor
IBM x345
dual
processor
Description Single Single Dual Quad Quad
processor processor processors capable capable
512 MB 512 MB 1 GB RAM Dual Quad
RAM RAM processors processors
2 GB RAM 4 GB RAM
VM users 499 1100 2200 3000 3000
continues

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178 Chapter 7: Understanding Cisco Unified Communications System Hardware

Table 7-1 Cisco Unity Platform Overlay Levels (Continued)

Platform Platform Platform Platform Platform
Platform Overlay Overlay Overlay Overlay Overlay
Overlay Level 1 Level 2 Level 3 Level 4 Level 5
UM users 499 1599 2500 7500 7500
VM with off-
box message
store users
Ports 16 32 48 72 72
Message 499 1100 2200 3000 3000
store users
CPCA 50 100 150 200 300
sessions
TTS sessions 8 16 24 36 36
Approx. 25,604 or 25,604 67,270 134,731 134,731
message 28,580
storage (platform
(minutes) dependent)
G.711
Approx. 204,832 or 204,832 538,160 1,077,848 1,077,848
message 228,640
storage (platform
(minutes) dependent)
G.729

Selecting Cisco Unity Voice Messaging and UM Configurations

As shown in Table 7-1, some models of Cisco Media Convergence Server (MCS) platforms are
offered in two enterprise communications configuration options for Cisco Unity. These are
known as ECS1 and ECS2 configurations. The ECS1 configurations are optimized for VM-only
deployments, because each has extra hard drive capacity and a redundant array of independent
disks (RAID) configuration to support storage of messages on the same server. In contrast,
ECS2 configurations are optimized for UM deployments or for VM deployments in which
messages are stored on a separate server. These ECS2 configurations typically possess fewer
RAID-configured hard drives, which makes them more cost effective when the additional on-
box message store capacity is not needed.

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 Understanding Cisco Unity Server Hardware—Platform Overlays 179

Understanding Cisco Unity Server Physical Storage Configurations

The new Cisco 7800 Series of MCSs showcase the updates in Cisco’s recommended
configuration for physical hard disk and mass-storage devices for the Cisco Unity application.
The ECS2 platforms are configured with 2 X RAID 1 hard drives for off-box message storage,
whereas ECS1 versions typically have either 3 X RAID 1 or 2 X RAID 1 plus RAID 10 arrays.
These mass-storage configurations are designed to optimize platform input/output performance
by separating binaries, transaction logs, and databases onto their own RAID arrays.
All multiprocessor Cisco-supported servers carry multiple RAID volumes. A configuration
with three RAID-1 volumes is a server that has three RAID volumes and is optimized for
installing Cisco Unity in a VM configuration with Exchange 2000 on the same system. This
setup allows binaries, transaction logs, and databases to reside on separate hard drives.
A configuration with two RAID-1 volumes is a multiprocessor server (in Platform Overlays 4
and 5) that is configured for a Cisco Unity system, which does not have the message store on
the same system (off-box message store). The binaries and transaction logs can be separated,
but a third RAID volume is not necessary for the Exchange databases.
The reference to two RAID-1 volumes in Platform Overlay 3 refers to a multiprocessor server,
which can have Exchange 2000 either on the same Cisco Unity system or on a separate system.

NOTE A RAID 10 array is formed using a dual-layer hierarchy of RAID types. At the lowest level of
the hierarchy is a set of RAID 1 subarrays (for example, mirrored sets). These RAID 1
subarrays, in turn, are then striped to form a RAID 0 array at the upper level of the hierarchy.
The collective result is a RAID 10 array, as mentioned above.

When you are ordering the hardware for each platform, the part numbers will be formatted with
ECS1 or ECS2 as a suffix, such as:
MCS-7845H-ECS1
MCS-7845H-ECS2

Each of these is a 7845 MCS. However, the suffix of each platform immediately brings its
capabilities into focus.
As is evident in Table 7-1, the selection of a hardware platform for just about any Cisco Unity
subscriber-based need is realistic. From single- to quad-processor solutions, varying degrees of
RAID, and varying quantities of RAM, the configuration of the server hardware is fairly
straightforward. That, when coupled with the part-numbering scheme, makes specification of
customer requirements easier.

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180 Chapter 7: Understanding Cisco Unified Communications System Hardware

When you are using the failover options that are available to some platform overlay models, it
is necessary for the primary and secondary systems to have identical hardware specifications
and the same number of voice-mail ports. This allows the secondary system to take over voice-
mail functionality if the primary Cisco Unity system becomes unavailable on the network.
These systems function at the traditional 10/100-Mbps Ethernet speeds, and are soon to
incorporate 1-Gbps Ethernet capabilities.
When you are configuring Cisco Unity failover, you must always install the message store off-
box, on a separate system, to make sure that messages are available even if one of the Cisco
Unity systems becomes unavailable. Also note that the TAC does not support any Cisco Unity
server installation that is not running on a supported platform.
The following sections discuss each platform overlay separately. The discussion does not
include all server models currently available from each vendor. Table 7-1 lists the currently
supported platforms for each platform overlay.

Using Platform Overlay 1

Obviously, Platform Overlay 1 is designed to provide the most basic needs of the deployment.
These servers are specifically designed, built, and tested for each individual deployment. These
are lower-end servers, capable of running Cisco Unity for a smaller implementation.
Platform Overlay 1 supports up to 16 ports, 499 VM/UM users (message stores), 8 TTS
sessions, and 50 Cisco PCA sessions. Typically this system assumes that you are using an 8-GB
system partition for recovery and you are using Exchange (voice-mail run-time) Standard
edition. In UM deployments, the amount of storage time available for messages is, of course,
dependent on the Microsoft Exchange or Lotus Domino physical disk space capacity. Refer to
Table 7-1 for storage time specifications.
The MCS 7815 and MCS 7825 fall into Platform Overlay 1. These systems have a single
processor and 512 MB RAM. They ship with DVD-ROM and hard drives. The 7815 contains a
single 40-GB hard drive, whereas the 7825 ships with two 36-GB hard drives. IBM and HP have
equivalent systems as well.
These systems fit the minimum requirements for Platform Overlay 1 in Cisco’s model and are
appropriate for small office implementations.

Using Platform Overlay 2

Platform Overlay 2 is similar, in many ways, to Platform Overlay 1. The primary difference is
in the hard drive configuration. Whereas Platform Overlay 1 implements a single hard drive,
Platform Overlay 2 implements a dual drive system using RAID 1. This system represents an
implementation suitable for moderately sized office deployment.

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 Understanding Cisco Unity Server Hardware—Platform Overlays 181

Platform Overlay 2 supports 32 voice-mail ports, 1100 VM or 1599 UM users, 16 TTS sessions,
and 100 Cisco PCA sessions. This system assumes that you are using a 8-GB system partition
for recovery and are using Exchange (voice-mail run-time) Standard edition. In UM
deployments, the amount of storage time available for messages is, of course, dependent on the
Exchange or Domino physical disk space capacity. Refer to Table 7-1 for storage time
specifications.
The MCS 7835 falls into Platform Overlay 2. This system ships with 512 MB RAM, a DVD-
ROM drive, and dual 36-GB hard drives that use RAID 1 drive mirroring. Also available is the
IBM x345 server with 512 MB RAM, a DVD-ROM drive, and a hard drive configuration that
is identical to that of the MCS 7835.
Platform Overlay 2 offers some fault tolerance; however, it is somewhat limited on storage
space.

Using Platform Overlay 3

For midsize to large deployments, Platform Overlay 3 is appropriate. This is a higher-end
system that offers higher redundancy and performance than Platform Overlays 1 and 2. This
overlay specifies 1 GB RAM and five hard drives.
Platform Overlay 3 supports 48 ports, 2200 VM or 2500 UM users, 24 TTS sessions, and 150
Cisco PCA sessions. This system assumes that you are using a 8-GB system partition for
recovery and are using Exchange (voice-mail run-time) Standard edition. In UM deployments,
the amount of storage time available for messages is, of course, dependent on the Exchange or
Domino physical disk space capacity. Refer to Table 7-1 for storage time specifications.
Cisco ships the MCS 7845 with dual processors, 1 GB RAM, and a DVD-ROM drive. The
ECS1 version is built to handle voice mail only with an on-box message store. It contains four
36-GB plus two 72-GB hard drives in a 3 X RAID 1 mirrored configuration. The ECS2 version
is built for unified messaging and an off-box message store. It contains four 36-GB hard drives
in a 2 X RAID 1 configuration.
IBM and HP offer comparable options as well. All have sufficient system specifications to
match the requirements of Platform Overlay 3.
Platform Overlay 3 systems can offer higher redundancy and symmetric multiprocessing
capabilities along with adequate storage space for user data.

Using Platform Overlay 4

For large deployments, those consisting of up to 7500 unified messaging users, 3000 voice-mail
users, or 3000 message store users, Platform Overlay 4 is appropriate. Platform Overlay 4 offers
the option of quad processors, but requires only dual processors. This overlay specifies a 2-GB
RAM minimum requirement.

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182 Chapter 7: Understanding Cisco Unified Communications System Hardware

Platform Overlay 4 supports 72 ports, 3000 VM or 7500 UM users, 36 TTS sessions, and 200
Cisco PCA sessions. Refer to Table 7-1 for storage time specifications.
Cisco ships the MCS 7855 with dual processors, 2 GB RAM, and a DVD-ROM drive. The
ECS1 version of this model is optimized for VM-only deployments and on-box message store.
The hard drive configuration contains four 36-GB hard drives configured for 2 X RAID 1 arrays
along with four 72-GB hard drives configured for RAID 10.
Platform Overlay 4 is suitable for larger deployments where redundancy and dependability are
vital for the voice-messaging system. The additional mirror set allows the separation of the
Exchange transaction logs from the application logs to minimize Exchange log stalling.

Using Platform Overlay 5

Platform Overlay 5 is the pinnacle of performance and redundancy in the Unity server arena.
This system is suitable for large to very large deployments of VM and UM.
Platform Overlay 5 supports 72 ports, 3000 VM or 7500 UM users, 36 TTS sessions, and 300
CPCA sessions. Refer to Table 7-1 for storage time specifications.
The flagship of the Cisco server line is the MCS 7865, which ships with quad processors, 4 GB
RAM, and a DVD-ROM drive. The ECS1 version of this model is optimized for VM-only
deployments and on-box message store. The hard drive configuration contains four 36-GB hard
drives configured for 2 X RAID 1 arrays along with four 72-GB hard drives configured for
RAID 10.
As with all platform overlays, IBM and HP offer equivalent server platforms.

Cisco Unity Supported Platforms List

Cisco keeps an updated list of certified platforms at [Link]. This site includes information
on legacy server platforms, current server platforms, and working customer platforms. For
questions concerning issues of whether or not Cisco Unity will run on a particular platform,
go to
[Link]
products_data_sheet09186a008009267e.html
The web page can also be reached by navigating to [Link] and clicking Products &
Services > Voice and Telephony > Cisco Unity > Product Literature > Data Sheets > Cisco
Unity Supported Platforms List.

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 Understanding Cisco Unity Server Hardware—Platform Overlays 183

This page is updated regularly with the most current information regarding hardware platform
support for Cisco Unity servers. This page provides some of the best information available
regarding Cisco Unity systems.
When ordering Unity 4.0, you can choose to order it as software-only or with all the items, such
as the servers and voice cards, as needed to build your complete system. The software-only
version does not include Windows 2000 Server.
Cisco Systems provide an online tool called the Dynamic Configuration Tool that can assist you
in choosing the proper options for your Cisco Unity requirements. It also includes a
configuration guidance option. When enabled, it can determine system incompatibilities as you
choose your options. You can access this tool by going to [Link]
confi[Link]. You must log in.
For more information on ordering guidelines for Cisco Unity 4.0, go to
[Link]
products_quick_reference_guide09186a008011c984.html

Additional Hardware Considerations

There are several additional items you should consider when choosing a Cisco Unity server.
You can have multiple NICs for adapter fault tolerance (AFT) on a Cisco Unity system (this is
also referred to as network fault tolerance (NFT) by some server manufacturers). This
technology provides a second backup connection between your server and the hub or switch it
is connected to. This is done by assigning one of your NICs as the primary and the other as the
backup (or secondary) NIC. In a typical setup, if your primary NIC fails, the connection to the
secondary NIC automatically becomes the active link. To use AFT/NFT you need two NICs
installed in the Cisco Unity system and they must be connected on the same network segment.
One IP address is assigned to both NICs and the operating system identifies only one NIC on
the system.
There are some Cisco Unity servers and switch blades that come with Gigabit Ethernet. You can
use this technology with a Cisco Unity server. However, it is not required.

Understanding Cisco PA Hardware Requirements

The Cisco PA package has been mentioned previously in passing. The PA functions were
discussed in Chapter 2, “Using Your Cisco Unified Communications System.” For now,
however, it is important to understand the hardware requirements that are necessary to properly
deploy Cisco PA.

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184 Chapter 7: Understanding Cisco Unified Communications System Hardware

The MCS 7825H and MCS 7835H are well suited to run PA. Any of the overlay qualified
systems will perform adequately with PA. Figure 7-1 shows the MCS 7825H.

Figure 7-1 Cisco MCS 7825

Figure 7-2 Cisco Unity Voice Card

The Cisco PA server software package includes ten user licenses and two speech-recognition
sessions. Customers can add more users by purchasing additional user licenses and increase
automatic speech recognition (ASR) capabilities by purchasing speech-recognition expansion
sessions. Most customers require one speech-recognition session for approximately 50 users;
however, Cisco recommends a lower user-to-session ratio for enterprise customers with high
speech-recognition usage. Tables 7-2 and 7-3 summarize system capacity per server for the
Cisco PA server and the speech-recognition server.
IP Phone Productivity Services should be deployed on a corporate web server or a separate
server from the Cisco PA server and speech-recognition servers.
To properly understand the information represented in Tables 7-2 and 7-3, some terminology
must be defined first:
• Busy hour call attempts (BHCA)—The BHCA is the number of calls placed (or
attempted) in a continuous 1-hour period, lying wholly in the time interval concerned, for
which the traffic or the number of call attempts is greatest. BHCA capacity is one of the
primary metrics in determining the capacity and capabilities of a telephone switch.
• Acoustic model—Used with ASR in the Cisco PA, the acoustic model is essentially the
language database or dictionary to be used (or recognized as the case may be). Currently,
Cisco Unity contains acoustic models for American English, U.K. English, French,
French Canadian, and German.

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 Understanding Cisco Unity Server Hardware—Platform Overlays 185

Table 7-2 MCS 7825 and 7835 Capacity

Server
Installation MCS-7825 MCS-7835
Cisco
Cisco Speech- PA Speech-
PA Recognition TTS Users Recognition TTS
Users Sessions Sessions Sessions Sessions
Cisco PA Up to Supports 60 Supports Up to Supports 88 Supports
server, 2500 sessions 12 2500 sessions 12
speech- users sessions users sessions
recognition
server, and
enhanced
TTS server
installed on
different
systems of
the same type
Cisco PA Up to Supports 48 Supports Up to Supports 52 Supports
server, 2500 sessions 12 2500 sessions 12
speech- users sessions users sessions
recognition
server, and
enhanced
TTS server
installed on
the same
system

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186 Chapter 7: Understanding Cisco Unified Communications System Hardware

Table 7-3 Server System Capacity Using Acoustic Model [Link]*

Server 20,000 Names in Corporate 45,000 Names in Corporate
Installation Directory Directory
Cisco PA Speech- Cisco PA Speech-
Users* Recognition Users* Recognition
Sessions Sessions
Cisco PA server Up to 2500 Supports 60 Up to 2500 Supports 72
and speech- users sessions users sessions
recognition
server installed
on different
MCS-7835H or
MCS-7835I
systems
Cisco PA server Up to 2500 Supports 48 Up to 2500 Supports 40
and speech- users sessions users sessions
recognition
server installed
on the same
MCS-7835H or
MCS-7835I
systems

* Cisco PA supports 15,000 BHCA. Divided by an estimated six calls per person per hour, approximately 2500 users
can be supported. See the Cisco Personal Assistant Design Guide for detailed deployment scenarios.

For acoustic models other than [Link], a Cisco Unity administrator can expect
performance capacity ranges as follows:
• Approximately the same performance capacity for other locales with a similar acoustic
model (plus or minus 5 percent).
• Approximately 5 to 10 percent reduced performance capacity for each additional locale
running on the same PA speech server (for example, multiple acoustic models in
simultaneous operation on one server).
In a typical enterprise, Cisco PA servers can be scaled into N+1 configurations to provide
redundancy. They can also be deployed in distributed environments. Multiple Cisco PA servers
can be configured into a single environment and then associated with a single Cisco
CallManager cluster or multiple clusters, if desired.
For further information on provisioning, refer to the Cisco Personal Assistant Design Guide
available at [Link]. As with all products associated with Cisco CallManager, the Cisco PA
system administrator must understand the impact of configuration decisions on the Cisco
CallManager environment.

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 Using Unified Communication Voice Cards 187

The ASR server can support a maximum of 45,000 entries for accurate recognition in the
standard configuration with the [Link].3 acoustic model. Cisco PA can be configured
to allow users to clarify duplicate name matches (when searching for subscribers in the
directory) by department or location. Refer to the Cisco Personal Assistant Design Guide for
instructions on procedures that handle larger deployments.

Using Unified Communication Voice Cards

Voice cards are used in Cisco Unity integrations with a circuit-switched PBX either alone or in
combination with a Cisco CallManager. Using voice cards is also necessary in the
implementation of a Cisco Unity Bridge server to communicate with an Octel voice-mail node.
The type of PBX used in the integration dictates the type of voice card(s) necessary for the
integration. The total number of voice-mail ports that will be connecting the PBX is the
determining factor in calculating the number of cards necessary to provide adequate port
capacity for the integration. When integrating solely with a Cisco CallManager or SIP, voice
cards are not required.
Knowing the proper voice cards to choose for specific deployments is important, to ensure that
they meet your customer needs.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Basic knowledge of Cisco Unity system integrations (see Chapter 1, “Cisco Unified
Communications System Fundamentals”)
• Understanding of available Cisco Unity integration methodologies (see Chapter 9, “Cisco
Unified Communications Integrations”)
A voice card can be seen essentially as a collection of 4, 12, or 24 single-line extensions on a
single card. These voice cards are used in Cisco Unity integrations with a circuit-switched PBX
either alone or in combination with a Cisco CallManager. All communications between the
PBX and the Cisco Unity server occur across the voice card connections. This is not the case
with CallManager integrations because all communications take place over the IP network
infrastructure.
It is also possible to use voice cards in the implementation of a Cisco Unity Bridge server to
communicate with an Octel voice-mail node. Cisco Unity Bridge communicates with Octel
voice-mail systems over the PSTN using Octel’s analog messaging protocol. The Cisco Unity
Bridge uses a four-port Brooktrout voice card.

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188 Chapter 7: Understanding Cisco Unified Communications System Hardware

The installed voice cards in a Cisco Unity system run as a software service in Microsoft
Windows 2000 Server. Each voice card is dependent on its individual service for functionality.
As the boot process of the Cisco Unity server completes, the voice cards initialize and start their
services. If the services do not properly initialize, the Cisco Unity services will be unable to
start.
Through the combined efforts of the hardware and software, voice cards perform the same
functions as a typical telephone user. The voice card can initiate a call, send dual-tone
multifrequency (DTMF) tones, and interpret tones on the phone line as dial-tone, ringback, or
busy signals. The voice card can interpret DTMF tones it receives to perform digit analysis.
Each function allows it to coexist with, and send/receive information to/from, the Cisco Unity
server.
A second function that voice cards perform is modulation and demodulation. This is the process
of converting digital signals to analog (and back) as necessary when performing playback of
digital files that the voice card receives from Cisco Unity (either system prompts or a
subscriber’s recorded greeting). This is necessary because the greetings and system prompts
must be played over the analog PSTN to the subscriber or outside caller. The same is true when
analog-to-digital conversion takes place. That is when a message, greeting, or voice name is
spoken over the telephone network and is then converted into a digital file residing on a server’s
hard drive.

Installing Voice Card Hardware

As mentioned, the voice cards are available in 4-, 12-, or 24-port versions. The cards can be
installed in any Cisco Unity server that meets the minimum hardware requirements mentioned
in any of the five overlay templates. Each voice card is manufactured by Intel/Dialogic. Industry
Standard Architecture (ISA) voice cards are not supported for new Cisco Unity 4.0 installations
or upgrades. Use the documentation provided with each voice card, and make sure to follow the
warnings and precautions so that you do not damage the hardware during installation and
configuration.
If the Cisco Unity system installation is performed outside the United States and is connecting
directly to a central office using an analog loop, it may be necessary to install inline telco filters
on the Intel/Dialogic voice cards to filter tax impulse signals. You can find more information
about this in the Intel/Dialogic documentation that ships with the voice cards.
The Intel/Dialogic D/41EPCI, D/41JCT-LS, and D/41JCT-Euro voice cards are meant for use
with all circuit-based switches using DTMF or Simplified Message Desk Interface (SMDI)
integration. Each card provides
• Four-port analog digital signal processor (DSP) card.
• Four RJ-11 connectors.
• All cards in one system share the same interrupt request (IRQ) and base memory address.

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 Using Unified Communication Voice Cards 189

• Set SW2 switches to off as shown in the Cisco Unity Installation Guide.
• Set jumpers JP2 through JP7 as shown in the Cisco Unity Installation Guide.
• A 16-position rotary switch (SW1) manually identifies each card in a system; the first card
is set to ID 1, the second is set to ID 2, and so on.
• Each card is configured using Dialogic Configuration Manager (DCM), Dialogic’s
configuration utility. This utility writes information into the Registry.
The Intel/Dialogic D/120JCT-LS (uPCI, Rev 2) and D/120 JCT-Euro (uPCI) voice cards are
quite similar to the four-port version. They provide the following:
• 12-port analog DSP card.
• Uses six RJ-14 connectors; ports 1 and 2 use the top connector and ports 11 and 12 use
the bottom connector.
• All cards in one system share the same IRQ and base memory address.
• A 16-position rotary switch (SW100) manually identifies each card in a system; the first
card is set to ID 1, the second is set to ID 2, and so on.
• Set SW1 to On-hook for each card; otherwise, they will not answer calls.
• Each card is configured using -DCM. This utility writes information into the Registry.
Cisco recommends using the newer Universal (3.3Vdc or 5Vdc dual voltage) Peripheral
Component Interconnect (PCI) versions of the D/120JCT-LS and the D/120JCT-Euro cards,
rather than the older, single-bus voltage (5Vdc) versions of the cards. Note that older (Revision
1) LS cards are still supported for use with Cisco Unity version 4.0(x).
The Intel/Dialogic D/240PCI-T1 voice card provides 24-port service. This connection is
accomplished via a single RJ-48 (8-pin modular) connector. This connection uses T1 TDM
technology. It provides the following:
• 24-port T1 DSP card.
• Uses one RJ-48C connector.
• All cards in one system share the same IRQ and base memory address.
• A 16-position rotary switch (SW100) manually identifies each card in a system; the first
card is set to ID 1, the second is set to ID 2, and so on.
• Each card is configured using the Dialogic Configuration Manager (DCM). This utility
writes information into the Registry.
The Intel/Dialogic voice cards are useful in many configurations. These represent the core of
the Cisco Unity voice card options.
The Brooktrout Technology TR114+P4L voice card, while similar to the Intel/Dialogic, offers
additional flexibility. It is a four-port card that uses a single RJ-45 connector and is used only
with a Cisco Unity Bridge. It cannot be used in any other capacity with a Cisco Unity system.

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Each card is supplied with a cable that has an RJ-45 plug at one end and four RJ-14 connectors
at the other end. All cards in one system share the same IRQ (10) and base memory address.
Because Brooktrout PCI analog voice-and-fax cards are designed for the PCI expansion bus,
the interrupts and memory (I/O) addresses used by the cards are assigned by the platform BIOS,
not by configuring jumpers or switches.
Refer to the Cisco Unity Bridge server hardware documentation to determine how to configure
the platform to assign IRQ 10 to expansion slots used by PCI voice-and-fax cards. Figure 7-2
shows a typical voice card.

Installing Optional Hardware

Occasionally, you may need additional hardware functionality for your Cisco Unity system. In
such situations, you need to make sure to choose hardware that is supported by Cisco Unity. It
can range from the simple external modem to virtually any functional configuration that can be
contrived. This section focuses on the optional hardware that is supported and unsupported with
Cisco Unity.
Knowing the proper optional hardware to choose for specific deployments is important, to
ensure that it performs properly and meets your customer needs.

Optional Supported Hardware

The following optional hardware is supported for use with Cisco Unity 4.0(x):
• External modem—This is used with the Symantec pcAnywhere, which has been selected
as the Cisco TAC remote-access method. Note that modems and Symantec pcAnywhere
software must be provided by the customer. The option may also exist to use Remote
Desktop capabilities. Cisco recommends an external V.34 modem rather than an internal
modem because the external modem does not use a slot in the system or the PCI
subsystem resources, which an internal modem may require. This is more of a concern
when integrating Cisco Unity with circuit-switched telephone systems that require voice
cards. An external modem uses system resources, but it uses only one IRQ and I/O port
map.
• Allocation—Some configurations may require three serial ports (Cisco Unity servers
normally have two serial ports). You may have a situation where you need a serial port for
an external modem, a UPS, and a serial data connection for your telephone system. In this
case, an internal modem may be used instead.
• Tape drives for system backup—A tape autoloader may also be attached to a Cisco
Unity server, although network backup to a dedicated backup server is recommended for
high-capacity backup and recovery scenarios.

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 Using Unified Communication Voice Cards 191

• Uninterrupted power supply—A UPS can be connected to a Cisco Unity server by a

serial cable.
• Additional storage—Directly connected chaining of additional mass storage onto a
RAID channel or channels hosted via a Small Computer System Interface (SCSI)
controller or a Fibre Channel host bus adapter inside the server.

Note Cisco TAC is unable to assist with this hardware setup or with
problems related to this storage configuration. Consult with the server
vendor for any issues related to this configuration.

• Dual NICs—You can use two or more network interface cards (NICs) to form a fault-
tolerant team, sharing the same IP address (active-passive configuration).
• Out-of-band management cards—The following cards are supported for use with Cisco
Unity 4.0(x):
— HP Remote Insight Lights-Out Edition, all versions
— IBM Remote Supervisor Adapter, all versions

Optional Unsupported Hardware Configurations

Hardware that has not been qualified for use with Cisco Unity is not supported for use on or
connected to a Cisco Unity server. Cisco TAC will ask that it be removed, disconnected, or
disabled during troubleshooting.
The following are hardware configurations that are not supported:
• Multiple NICs for load balancing—When a Cisco Unity server has dual NICs and each
is set up for different network segments, messages may not be delivered when using
Exchange 2000. In addition, when someone calls into Cisco Unity, they may hear the
standard prompts, but Cisco Unity may not hear the caller speaking.
• Storage area networking—Remote data storage connectivity through frame or packet
switch fabrics or networks, such as Fibre Channel, InfiniBand, or IP packetization, is not
supported. Installation or relocation of Cisco Unity software, required Microsoft
components, or the associated log files onto disks other than the physical disks that are a
part of a Cisco Unity server are not supported.
• Multiple IP addresses—Multiple IP addresses for two or more load-balanced NICs
(active-active configuration) is not supported. Note that active-passive NIC configuration
is supported.

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192 Chapter 7: Understanding Cisco Unified Communications System Hardware

Chapter Summary
In this chapter, you have learned about the following:
• The hardware specifications necessary to support Cisco Unity and PA
• The voice cards used for Cisco Unity and Cisco Unity Bridge server
• Optional hardware for Cisco Unity
• Optional unsupported hardware for Cisco Unity
For additional information on the preceding topics, refer to these resources:
• Cisco Unity Supported Platforms List, at [Link]
voicesw/ps2237/products_data_sheet09186a008009267e.html
• Cisco Personal Assistant Data Sheet, at [Link]
voicesw/ps2026/products_data_sheet09186a00800a1763.html
• Cisco Unity, Selecting Hardware, at [Link]
ps2237/products_implementation_design_guide_chapter09186a00801187ca.html
• Cisco Unity System Requirements, and Supported Hardware and Software, available at
[Link].

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 List two hardware manufacturers that are certified to provide Cisco Unity server and PA
server functionality.
2 Which overlay template supports quad-processor capabilities, but does not require it?

3 Which voice card provides the highest density of ports available for a Cisco Unity server?

4 Which voice card(s) provides four-port connectivity?

5 List three types of optional hardware that are supported by the Cisco TAC.

6 List two types of unsupported hardware configurations that are not supported by the Cisco
TAC.
7 What codecs can you use when integrating Cisco CallManager with Cisco Unity?

8 What type of modem is typically recommended for use with the Cisco Unity system?

9 How many voice ports does the Intel/Dialogic D/240PCI-T1 card provide?

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Upon completing this chapter, you will be able to perform the following tasks:
• Describe Cisco Unity for Microsoft Exchange and Lotus Domino architectures
• Describe the Cisco Personal Assistant (PA) architecture
• Describe the software needed to perform a successful installation of Cisco Unity for
Exchange and Domino configurations
• Describe the Cisco Unity system installation
• Describe the use of Cisco Unity Server Preparation Assistant (CUSPA) and Cisco
Unity Installation and Configuration Assistant (CUICA)
• Describe the upgrade process for Cisco Unity and Cisco PA

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 CHA PTER
8
Cisco Unified Communications
System Software
This chapter starts by describing different types of unified communications architectures
offered by Cisco, including Cisco Unity for Exchange, Cisco Unity for Domino, and Cisco
PA. It then describes the software requirements that are necessary to successfully install
these products, and explores the installation process for a Cisco Unity installation,
including the steps for using CUSPA and CUICA. Finally, it examines the upgrade process
for the Cisco Unity Unified Messaging (UM) systems.
Cisco Unity and Cisco PA are built upon an involved architecture. Knowing the structures
will help you perform a smooth and healthy installation and maintain the system.
Understanding how the different software components interact with the Cisco unified
communications products will help you to troubleshoot the products.
To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated chapter,
where you can find more information on the topic.)
• Knowledge of the different unified communications hardware (see Chapter 7,
“Understanding Cisco Unified Communications System Hardware”)
• Knowledge of the way Cisco Unity and Cisco PA handle calls (see Chapter 2, “Using
Your Cisco Unified Communications System”)
• General knowledge of Cisco Unity and Cisco PA features (see Chapter 1, “Cisco
Unified Communications System Fundamentals”)
• General knowledge of Cisco CallManager and Telephone systems (see Chapter 1)

Understanding the Cisco Unity for Exchange

Architecture
The foundation of the Cisco Unity architecture is the hardware. You can purchase Cisco
Unity on several different platforms. (For more information or to review this topic, take a
look at Chapter 7, “Cisco Unified Communications Server Hardware.”) Cisco Unity uses
Microsoft Windows 2000 Server (or Windows 2000 Advanced Server) as its operating
system. Cisco Unity stores a small amount of user data on Windows 2000 Server or

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196 Chapter 8: Cisco Unified Communications System Software

Microsoft Windows Server 2003 Active Directory (AD); however, it uses an SQL database to
store all of its information.
Figure 8-1 illustrates the Cisco Unity 4.0 unified architecture with Exchange message store.

Figure 8-1 Cisco Unity 4.0 Unified Architecture with Exchange Message Store

Exchange 5.5
Connector Directory Cisco Unity
Cisco Unity 4.0 Administrator
and Message Store
for Exchange

Internet Explorer
Active Directory 6.0 or Later
Connector Exchange
2000/2003 Message IIS
Conversation SQL Server 2000/
Store
MSDE

WAV TSP Windows 2000 Server

Voice PC Hardware
Cards

Telephone
Switch

Cisco
CallManager

The Cisco Unity system console screens are HTML-based windows. It uses Microsoft Internet
Explorer 6.0 with Service Pack 1 (SP1) to provide the HTML screens. Netscape is currently not
supported.
When you use the Cisco Unity Administration Active Server Pages (ASP) to add, delete, or
modify a Cisco Unity subscriber, you are modifying the SQL database. Cisco Unity stores
information about Cisco Unity subscribers, as well as selected Cisco Unity configuration data,
in a Microsoft SQL Server 2000 server. Cisco Unity uses either Microsoft Data Engine (MSDE
2000) or Microsoft SQL Server 2000 software depending on your Cisco Unity configuration
and customer requirements. This is really based on the number of subscribers and number of
ports the configuration requires. If the system will be set up with 32 ports or less, then MSDE
can be used. For systems that require more than 32 ports, MS SQL Server 2000 is required.
When there are two or more Cisco Unity servers on an AD forest or Microsoft Exchange 5.5
directory, a small amount of information is stored on each SQL database of the other
subscribers. The Cisco Unity Directory Monitor synchronizes the information in the MS SQL

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 Understanding the Cisco Unity for Exchange Architecture 197

Server 2000 database with information in AD or in the Exchange 5.5 directory. If Cisco Unity
information is changed by using another type of application, such as when you modify
subscriber data by using AD Users and Computers, then the Cisco Unity Directory Monitor
automatically discovers the change and propagates the change to the MS SQL Server 2000
database accordingly. If it is changed in SQL first, the information is then passed to Microsoft
Windows AD through either the Microsoft Active Directory Connector (ADC) for Exchange
5.5 or the AD Connector for Microsoft Exchange 2000 or Microsoft Exchange 2003. This
choice is made during the Cisco Unity installation process.
Cisco Unity has the ability to store voice-mail messages in an Exchange 2000, 2003, or 5.5
Message Store, or in a Lotus Domino message store. On some Cisco Unity configurations,
Exchange is installed on the same system as the Cisco Unity server. In this type of
configuration, the message store that Cisco Unity uses is local to the server. In other Cisco Unity
setups, Exchange can be installed on one or more other servers, where the message store may
or may not be local to the Cisco Unity system.
In these solutions, some or all of the subscribers may have their Exchange mailboxes on other
Exchange servers. Cisco Unity can have subscribers on multiple Exchange servers. When you
create a subscriber from Cisco Unity, you specify which message store it will use or you can
import a user from any message store that is visible to Cisco Unity.
If Cisco Unity is using an off-box Exchange server as its message store and the Cisco Unity
Message Repository (UMR) discovers that it is unavailable, new subscriber messages will be
stored on the Cisco Unity server until the Exchange server becomes available again.
Cisco Unity can also have subscribers on either active/active or active/passive clusters. When
using active/passive clustering, Cisco Unity can have subscribers only on two-node clusters.
Cisco Unity cannot be installed on an Exchange server cluster. Cisco Unity does not support
Exchange 5.5 clustering.
Cisco Unity 4.0 can reside within a Windows Server 2003 AD network. You can upgrade your
existing Microsoft Windows 2000 Domain Controller (DC), Global Catalog (GC) servers, and
member servers to Windows 2003 servers . Before you do so, review the notes in the following
online document, which provides more details on the types of upgrade and current options and
limitations: [Link]

Telephone Systems and Cisco Unity with Exchange

Whether you integrate Cisco Unity with a Cisco CallManager or a circuit-based telephone
system, you need a physical connection between the two. The physical connection for the Cisco
CallManager integration is a connection to the site’s LAN or WAN. This is also true when you
are connecting to a SIP proxy server.
The connections for a circuit-based telephone system are physical; voice cards are installed on
the Cisco Unity server and, in some integrations, a serial link is installed that carries call

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198 Chapter 8: Cisco Unified Communications System Software

information and message waiting indicator (MWI) information. A discussion of various voice
cards appears in Chapter 6.
You also need software drivers and a TAPI service provider (TSP) to run the hardware, and a
software interface to configure and modify the TSP settings. The Cisco Unity Telephony
Integration Manager (UTIM) installs the TSP provided by the manufacturer of the device that
communicates with the telephone system. It can also be used to manage the different types of
integrations configured on the Cisco Unity system, such as for Cisco CallManager or Session
Initiation Protocol (SIP). A maximum of two integrations is currently supported. This means
that you can have a telephone switch and one or more Cisco CallManagers installed on the
system. Or you can have a SIP proxy server and also Cisco CallManager integration.
Once Cisco Unity is configured, you can reach UTIM in either of two ways. You can go to the
Control Panel and click Phone and Modem Options, click the Advanced tab, choose Cisco
Unity-CM TSP, and click Configure. The second way is to go through the Tools Depot: choose
Start > Programs > Unity > Cisco Unity Tools Depot.
Here are some of the actions that you can perform with UTIM for Cisco CallManager
configurations:
• Assign the IP address of the primary CallManager and secondary servers.
• Assign the Cisco CallManager device name prefix of the voice-mail ports.
• Assign the IP port number used to connect to CallManager.
• Verify the connection between CallManager and Cisco Unity. Basically, UTIM pings the
CallManager and verifies that each voice-mail port is configured correctly on the primary
server. If there is a secondary server, UTIM will verify that configuration as well.
• Assign the MWI numbers.
• Add/remove ports to a particular integration. You can have more than one Cisco
CallManager cluster configured on a Cisco Unity system.
• Choose to schedule MWI synchronization or manually force it.
• Set up automatic gain control. Cisco Unity automatically adjusts the volume of phone
messages or subscriber greetings to match a specific target volume. You can choose to
disable this feature.
Figure 8-2 illustrates UTIM with a CallManager integration and a telephone system integration
setup.

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 Understanding the Cisco Unity for Exchange Architecture 199

Figure 8-2 Cisco UTIM Tool

When Cisco Unity receives a voice-mail message, it passes the subscriber messages to the
appropriate Exchange message store. The message is then placed into the Cisco Unity
subscriber’s Exchange Inbox, which is part of the Exchange Information Store (IS).
The following example indicates what happens when an outside caller (also known as an
unidentified caller) leaves a message for a subscriber:
1 The caller dials a subscriber’s extension. If the extension is busy or set to forwarded-all,
or the subscriber is away from their desk (also known as no answer in Cisco
CallManager), the call is forwarded to Cisco Unity with the information of who called,
the intended subscriber, and the reason why the call was extended to Cisco Unity.
2 When Cisco Unity receives the call, it answers it, looks up the subscriber’s information
that is stored in the MS SQL server, finds the subscriber’s greeting, and plays it for the
outside caller. Then, it prompts the caller to leave a message. The Cisco Unity server keeps
the subscriber greeting locally in a file instead of in AD.
3 After the caller hangs up, the message is temporarily stored locally on the Cisco Unity
server’s hard disk.

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4 Cisco Unity attempts to send the message to the Exchange server, which in turn delivers
the message to the subscriber’s home server. (This may or may not be the Cisco Unity
server.) Then the Exchange server stores the message in the subscriber’s mailbox.
If the Exchange server’s attempt to deliver the message to the subscriber’s home server is
unsuccessful, Exchange queues the message and tries again at a specified interval. By
default, this interval is set to retry every 10 minutes for a period of 24 hours. If the message
is unsuccessful for that period, Exchange then delivers the message to the Unaddressed
Messages public distribution list, which is created by Cisco Unity during installation.
While Cisco Unity is temporarily storing that message locally, if network issues exist or
Cisco Unity cannot contact the Exchange server that it communicates with, Cisco Unity
retains the message until Exchange becomes available again. If the subscriber’s mailbox
is full, the message is not delivered to that subscriber. Instead, it is sent to the Unaddressed
Messages distribution list.

NOTE Cisco Unity will continue to answer calls, play greetings, and record messages for subscribers
as long as it is running. This gives callers the opportunity to perform these things even though
Cisco Unity may not be communicating with an off-box Exchange server at the time. However,
when a subscriber calls to retrieve messages during this time, they receive a greeting that
indicates Cisco Unity is temporarily unavailable.

5 Cisco Unity continually monitors all subscriber mailboxes. When it notices a change in
state for a mailbox, it uses the Messaging Application Programming Interface (MAPI) to
find out what happened. If it identifies the change as a new voice-mail message, it
generates an MWI request (on or off, depending on the state change). By default, Cisco
Unity will notify subscribers only of new voice-mail messages. Subscribers can, however,
configure their mailbox to receive notification on new e-mails by using Cisco Unity
Assistant > Message Notification and choosing the e-mail option.
Cisco Unity can be set to use several different methods to notify subscribers:
• When a subscriber has a phone that is connected to a phone system or Cisco CallManager,
Cisco Unity turns on the subscriber MWI on the subscriber’s phone.
• When Cisco Unity is set up for UM, the messages appear in the subscriber’s e-mail inbox.
• Cisco Unity also has other Message Notification options that are configurable through the
Cisco Unity Assistant. A subscriber can configure their personal options to have Cisco
Unity call one or more phones or pagers, or send an e-mail to a text pager to notify the
subscriber that they have received a new voice-mail message.
When a subscriber leaves a message over the phone, Cisco Unity responds very similarly to how
it responds when an outside caller leaves a message, as just described. The conversation played

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 Understanding the Cisco Unity for Exchange Architecture 201

for the subscriber is slightly different because the subscriber has extra options that the outside
caller does not have, such as the ability to change personal settings. The message left is also
identified by the subscriber’s information instead of from arriving from the Cisco Unity
Messaging System mailbox. For example, Cisco Unity can play the following before the
message is heard: “From extension one, zero, zero, one.”
The main differences in how Cisco Unity responds come into play when either the network is
having issues or one or more of the Exchange servers on the network are not up and working
properly. In these situations, the following can occur:
• When the intended subscriber’s home Exchange server is down, or the caller’s home
Exchange server and Cisco Unity cannot contact the recipient’s home Exchange server
because of network issues, the message resides on the caller’s home Exchange server until
both Exchange servers start communicating again.
• When subscribers are configured on multiple Exchange servers, and a voice-mail message
is left for a subscriber, Cisco Unity sends out the message to one of the Exchange servers.
If the intended Exchange server is down or there are network issues preventing connection
to that server, then all subscriber-to-subscriber messages are stored locally on the Cisco
Unity server until that Exchange server becomes available on the network again.
The following example indicates what happens when a subscriber listens to a message over the
phone:
1 A subscriber calls into Cisco Unity over a phone by entering their extension followed by
their password. If the calling party’s call is identified by Cisco Unity as a direct call from
a subscriber, then Cisco Unity prompts for their password only.
2 When the subscriber enters their password, Cisco Unity checks its SQL database to verify
whether the password entered is correct.
When the password is correctly entered, Cisco Unity logs in to the subscriber’s mailbox
using MAPI. If the subscriber’s home Exchange server is down or there are network issues
preventing connection to that Exchange server, Cisco Unity tells the subscriber that the
mailbox is currently unavailable. If messages were left for that subscriber during the down
time, Cisco Unity asks the subscriber if they would like to listen to those messages. These
messages are being held by Cisco Unity locally until it can communicate with the targeted
Exchange server again.
In a normal situation, however, the subscriber simply follows the Cisco Unity
conversation to listen to their messages. When a voice-mail message is played, it streams
from the subscriber’s home Exchange server to Cisco Unity (which can actually be the
same server, depending on the configuration) and then to its targeted phone system to play
on the subscriber’s phone.

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NOTE When a subscriber listens to messages over the phone, either by calling Cisco Unity directly or
by using ViewMail (or the Domino Unified Communication Services [DUCS] client) to call a
phone and then listens to a message, a voice-mail port is used on the Cisco Unity server.
However, if the subscriber uses ViewMail and their computer speakers to listen to the messages,
a port is not used. This decreases the load on the Cisco Unity server and keeps more ports
available on the Cisco Unity system for other purposes.

3 After hearing the complete message, the subscriber has the option to follow the Cisco
Unity prompts to save, delete, or listen to the message again. While the message is
playing, the subscriber also has the option to delete it without hearing the entire message.
A guide to the software components that make up the Cisco Unity system is provided later in
this chapter in the “Understanding Unified Communications Software” section.

Understanding the Cisco Unity for Domino Architecture

The Cisco Unity for Domino architecture is very similar to the Cisco Unity for Exchange
architecture; however, this configuration uses Domino as the message store. MS SQL Server
2000 or MSDE components communicate with Domino through a Domino connector, which is
specified during the Cisco Unity installation process. Lotus developed the Domino Unified
Communications Service (DUCS) for Domino, which can be used to integrate Domino with
Cisco Unity. The collaboration between Cisco Systems and IBM/Lotus resulted in the Cisco
Unity UM for Domino. This enables Cisco Unity to provide UM capabilities in Domino.
DUCS must be installed on a Domino directory server in every domain and on each Domino
messaging server where a Cisco Unity subscriber mailbox resides. Currently, DUCS requires
Domino Version 5.0.10 or 5.0.11 for Cisco Unity 4.0(1). In addition, Cisco Unity 4.0(2)
supports Domino 5.0.12, and Cisco Unity 4.0(3) and later supports Domino 6.0.0, 6.0.1, and
6.02.
Lotus Notes software, which is the e-mail client for Domino, must also be installed on the Cisco
Unity platform. This supplies the message notification function for Cisco Unity for Domino.
The Cisco Unity for Domino configuration is supported only in a UM environment in which
Domino services are installed off the Cisco Unity platform. Failover is currently not supported
for Cisco Unity UM for Domino.
Figure 8-3 illustrates the Cisco Unity 4.0 unified architecture with a Domino message store.

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 Understanding Cisco PA Architecture 203

Figure 8-3 Cisco Unity 4.0 Unified Architecture with a Domino Message Store

DUCS Core Services

for Messaging Cisco Unity
Cisco Unity 4.0 Administrator
and Directing
for Domino

Internet Explorer
DUCS Notification 6.0 or Later
Services
Notify
SQL Server Monitor IIS
Conversation
2000/
MSDE

WAV TSP Windows 2000 Server

Voice PC Hardware
Cards

Telephone
Switch

Cisco
CallManager

Understanding Cisco PA Architecture

Windows 2000 Server is also used for Cisco PA 1.4. It is installed on a separate server with
Cisco-supported hardware. The supported platforms are discussed in Chapter 7.
Cisco PA software consists of three major components: Cisco PA Server, PA Web
Administration, and PA Speech Recognition Server. For performance purposes, you may
choose to install the optional Speech Recognition software on a separate server. In addition,
Cisco IP Phone Productivity Services can be installed on a separate server. This enables some
of the PA features to be accessed from the display of Cisco 7940, 7960, and 7970 phones. The
integration options to either view your Microsoft Outlook calendar on the display phone or to
use routing rules based on your calendar require Exchange 5.5 or later. These features are
currently not supported with Domino.
Cisco PA 1.4 integrates with Cisco CallManager 3.2 or later. For name lookups in the corporate
directory, a directory server such as Cisco CallManager’s DC directory server is required. (You
can use a third-party directory service, such as Microsoft Active Directory or Netscape
Directory Services).

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Voice-mail functionality is added through the integration of Cisco Unity Version 3.1 or later
with Exchange 2003, Exchange 2000, or Exchange 5.5 and PA 1.4(3) or later. Or you can use
Ayaya Octel Messaging as the messaging system.
PA works together with several components on an IP telephony configuration. Some
components, such as Cisco CallManager, need to be configured to work with PA. Other
components do not have the same requirements, but also interact with PA. Before you deploy
this solution, it is recommended that you have a fully functional Voice over IP (VoIP) network
in place.
You can have one PA server per Cisco CallManager cluster. However, one PA server can interact
with several Cisco CallManager clusters.
Figure 8-4 illustrates the Cisco PA architecture.

Figure 8-4 Cisco PA Architecture

PA and Target System

Require Configuration
PA and Speech Recognition Only PA Requires
LDAP Directory SMTP Paging Server Configuration
Communication
Is Two-Way
Communication
Is One-Way
PA
Gateway

Ethernet V

PSTN
U

Cisco CallManager Cisco Unity

Voice Mail
Exchange Server 5.5 and
Exchange 2000 for Calendaring

Understanding Unified Communications Software

Being familiar with the structures that Cisco Unity and PA are built upon will help you to
perform a smooth and healthy installation and maintain the system. Understanding how the
different software components interact with the Cisco unified communications products will
help you when you are troubleshooting the products.

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 Understanding Unified Communications Software 205

To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Understanding of the models presented in the “Understanding the Cisco Unity for
Exchange Architecture” and “Understanding the Cisco Unity for Domino Architecture”
sections of this chapter and how they work together to provide solutions
• Familiarity with the different hardware overlays (see Chapter 7)

Using System Software for Cisco Unity for Exchange

As previously mentioned, Cisco Unity systems have Windows 2000 Server installed. When
installing it, you choose different options depending on what platform you install it on.
If you use Cisco Unity Platform Overlay 1, 2, and 3 servers (in English, German, or French),
Windows 2000 Server is required.
For Cisco Unity Platform Overlay 4 and 5 servers, Windows 2000 Advanced Server (in English,
German, French, or Japanese) is required when performing a new installation, replacing an
existing system, or purchasing an additional Cisco Unity Platform 4 or 5 server.
If the system is not purchased from Cisco, you must purchase Windows 2000 Advanced Server
for these platforms. Windows 2000 Advanced Server is also supported, but not required, on
Platform Overlays 1, 2, and 3. Microsoft Windows 2000 Professional, Microsoft
Windows 2000 Datacenter Server, and any edition of Microsoft Windows Server 2003 are
currently not qualified to be installed on a Cisco Unity server itself. However, Cisco Unity can
reside on a Windows 2003 Active Directory network. Upgrading existing Platform Overlays 4
and 5 to Windows 2000 Advanced Server is not required, but is recommended.

Cisco Unity Software Requirements with Exchange

For Cisco Unity to function properly, the following Windows 2000 Server components must
also be installed: Internet Information Server (IIS), Microsoft Windows 2000 Service Pack 3
(SP3), Message Queuing Services, and Network News Transfer Protocol (NNTP). Microsoft
Windows Terminal Services should also be installed for troubleshooting purposes. Service Pack
4 (SP4) can also be installed after Cisco Unity has been successfully installed. Microsoft AD
needs to be installed on the Cisco Unity server if Cisco Unity will be in VoiceMail–only
configuration and, therefore, in its own domain. If, however, Cisco Unity will be joining an
existing domain as a member server, the AD option is not installed on the Cisco Unity server.
The Cisco Unity server should not act as a Domain Name System (DNS) or Dynamic Host
Configuration Protocol (DHCP) server for the network.

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Which Windows 2000 Server CD-ROM you should use for installation of the operating system
depends on from whom you purchased the Cisco Unity server. If the server you intend to use
for Cisco Unity was purchased from Cisco, you would install Windows 2000 Server from the
Platform Configuration CD-ROM that came with the Cisco Unity server bundle. However, if
only the hardware was purchased from Cisco, or the server was not purchased from Cisco, you
would use the original equipment manufacturer (OEM) CD-ROM that came with the system.
This CD-ROM contains OEM drivers for Compaq, Dell, or IBM computers that allow you to
use a retail version of Windows 2000 Server.
The following are some of the required components for a Cisco Unity system:
• Internet Explorer 6.0: This Web browser must be installed on Windows 2000 Server
when using IIS. Cisco Unity does not support Netscape Navigator. Microsoft Internet
Explorer supports Windows authentication, which is one of the items used by Cisco Unity.
• eXtensible Markup Language (XML): Microsoft’s MSXML3 and MSXML SP1
parsers are installed and can be found on Cisco Unity CD 1.
• Microsoft .NET Framework: .NET supports the Tabular Data Stream (TDS) protocol.
This allows client applications to securely access the Cisco Unity database in SQL,
without having to set up mixed authentication on the MS SQL server.
The following is a list of other, optional software components that can be installed on Cisco
Unity 4.0 for Exchange:
• Cisco Unity 4.0 for Exchange software.
• Windows 2000 SP3.
• Items installed during Window 2000 Server installation: Microsoft Message Queuing
service, NNTP, and IIS 5.0.
• Internet Explorer 6.0 SP1.
• Exchange 2000 SP3 or Exchange 5.5 SP4 (message store software shipped only with
voice-mail systems).
• Microsoft MSXML 3.0 and MSXML 3.0 SP1.
• Symantec pcAnywhere Version 10.0 or later (should be used with external modem) and
Microsoft .NET Framework, Version 1.1.
• The Windows hot fix described in Microsoft Security Bulletin MS03-007 and Microsoft
Knowledge Base article 815021.
• The Windows hot fix described in Microsoft Security Bulletin MS03-026 and Microsoft
Knowledge Base article 823980.
• On a system that has more than 32 voice ports or that is using Cisco Unity Failover, MS
SQL Server 2000 Standard Edition (other editions of SQL Server are not supported).
• On a system that has 32 or fewer voice ports or that is not using Cisco Unity Failover,
MSDE 2000 (other editions of MSDE are not supported).

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 Understanding Unified Communications Software 207

• For Cisco Unity 4.0(2) and later, MS SQL Server 2000 SP3 or MSDE 2000 SP3,
depending on which software package you are using.
• For Cisco Unity 4.0(1), MS SQL Server 2000 SP2 and MS SQL Server 2000 Security
Rollup Package (SRP) 1 August 2002. (SP2 and SRP1 are required both for a system
running MS SQL Server 2000 and for a system running MSDE 2000.)
• If you are integrating with Cisco CallManager, a compatible Cisco Unity-CM TSP version
is required. For more information on which TSP to use, go to the following link:
[Link]
• Windows Terminal Services (optional). This is the default remote access software
included with Windows 2000 Server.
• Cisco Security Agent for Cisco Unity 1.1 (optional).

NOTE The Cisco Unity-CM TSP used for Cisco CallManager/Cisco Unity integration is not the same
TSP included with Cisco CallManager. It is the one included with Cisco Unity.

NOTE When running Cisco Unity Failover, the system requires MS SQL Server 2000 Standard
Edition even though it may have less than 32 ports.

These software requirements also do change. For the latest requirements, go to [Link] and
search for “Cisco Unity Software Requirements.”

NOTE A Cisco Unity Failover configuration requires that the Exchange message be installed off-box
on a separate server from the Cisco Unity primary and secondary servers.

Supported Microsoft Exchange Software with Cisco Unity

Microsoft’s e-mail servers include Exchange 2003, Exchange 2000, and Exchange 5.5. Cisco
Unity uses the Exchange 2003, 2000, or 5.5 message store to store subscriber messages, and
uses the AD in Windows 2000 Server or Windows Server 2003. Cisco Unity can also be
installed to integrate with Microsoft Exchange 5.5 SP4, Exchange 2000, or Exchange 2003.
Beginning with the release of Cisco Unity 4.0, Cisco Unity, installed in the UM mode, supports
Exchange 2000 only in an “off-box” configuration, and the message store software is not
shipped with the other Cisco Unity software. The term off box means the message store that
Cisco Unity will use is installed on a system other than the Cisco Unity server.

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With the introduction of Cisco Unity 4.0(3), Cisco Unity supports Exchange 2003 as the
message store for UM configurations. However, Exchange 2003 is not supported for VoiceMail-
only configurations. Also, Exchange 2003 is not supported when installed on the Cisco Unity
system itself, because Cisco UM requires the message store to be off box. The Cisco Unity
Voice Connector for Exchange 2000, which is used for the networking options such as Audio
Messaging Interchange Specification (AMIS), Bridge, Simple Mail Transfer Protocol (SMTP),
and Voice Profile for Internet Messaging (VPIM), can be used with Exchange 2003. Currently,
there is not a separate version of the Cisco Unity Voice Connector for Exchange 2003.
Windows Terminal Service is the default remote access software for the Cisco Unity servers and
comes in Windows 2000 Server. pcAnywhere Version 10.0 or greater, which is optional
software on the Cisco Unity system, allows the Cisco Technical Assistance Center (TAC) to
access the Cisco Unity server for maintenance and repair. Cisco recommends that an external
modem be used with pcAnywhere.
Cisco UM with Exchange requires that the Exchange server be installed on a server other than
the server on which Cisco Unity 4.0(x) resides. You must either move the Exchange users to
another off-box Exchange server or install Exchange on another server to move those users to
the new system. If your Cisco Unity system is configured for Voice Messaging, Exchange 5.5
is supported only if you are upgrading from a previous version of Cisco Unity. However,
Exchange 2000 is supported for upgrades and new installations.

Cisco Unity Service Pack CD-ROM

[Link] offers a Cisco Unity Service Pack CD-ROM, the contents of which can also be
downloaded as an image, and posts updates periodically. The image is available in multiple
languages, which are noted by the three-letter language acronym in the filename. For example,
ENU in the filename CiscoUnity4.0-ServicePacks-ENU-CD1 stands for U.S. English.
The following list shows what the CiscoUnity4.0-ServicePacks-ENU-CD1 image contains:
• Cisco Unity System Preparation Assistant
• Internet Explorer 6.0 SP1
• Microsoft .NET Framework
• MSDE SP3
• MSXML3 SP1
• MS SQL Server 2000 SP3
• Windows 2000 Server SP3
• The Windows hot fix described in Microsoft Security Bulletin MS03-007 and Microsoft
Knowledge Base article 815021
• The Windows patch described in Microsoft Security Bulletin MS03-026 and Knowledge
Base article 823980 (in the Patches directory)

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 Understanding Unified Communications Software 209

• Exchange 5.5 SP4

• Exchange 2000 SP3
• March 2003 Exchange 2000 Server Post-SP3 Rollup, described in Microsoft Knowledge
Base article 813840 (in the Patches directory)
Exchange 2000 SP2 is currently the required service pack for Exchange 2000. It is
recommended that you install SP3 and the March 2003 Exchange 2000 Server Post-SP3 Rollup,
in that order, because they resolve an intermittent issue with message notification.

NOTE If you install SP3 and the Post-SP3 Rollup on the Cisco Unity server, it is recommended that
you install them on all the Exchange 2000 servers to which the Cisco Unity subscribers are
homed. The reason for this is that if they are not installed, Exchange will send additional User
Datagram Protocol (UDP) packets to ports on the Cisco Unity server that are not expecting
packets. This scenario is observed by intrusion-detection systems (IDSs) as attacks or port
scans.

The Cisco Security Agent for Cisco Unity v1.1 is a standalone agent that provides intrusion
prevention, malicious code protection, operating system integrity assurance, and audit log
consolidation. This agent should be considered an additional line of defense that can improve
security when operating with other defenses, such as firewall and virus-scanning software.
Cisco Systems currently provides it free of charge for Cisco Unity servers that meet system
requirements. Make sure that you read the release notes before you install and use it.
For more information, go to [Link] and perform a search for “Cisco Security Agent for
Cisco Unity.”

Using System Software for Cisco Unity for Domino

Cisco Unity for Domino uses most of the same software components that are used on a Cisco
Unity Exchange installation. The main difference is the message store that is used in each.
Domino is the IBM Lotus database and messaging product. Cisco Unity for Domino resulted
from the collaboration between Cisco Systems and IBM Lotus. IBM Lotus created DUCS for
Cisco Unity as part of this collaboration. This component enables Cisco Unity to deliver UM
in a Domino environment.
Software components installed with Cisco Unity 4.0 for Domino (some are optional) include
the following:
• Cisco Unity for Domino software components.
• Windows 2000 Server SP3.

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• Items installed during Window 2000 Server installation: Message Queuing Services,
NNTP, and IIS 5.0.
• Internet Explorer 6.0 SP1.
• Microsoft MSXML3 and MSXML3 SP1.
• Lotus Notes Client 5.0.10 or later.
• DUCS on every Domino server with Cisco Unity subscribers.
• pcAnywhere 10.0 (host only) (optional).
• Microsoft .NET Framework, Version 1.1.
• The Windows hot fix described in Microsoft Security Bulletin MS03-007 and Microsoft
Knowledge Base article 815021.
• The Windows hot fix described in Microsoft Security Bulletin MS03-026 and Microsoft
Knowledge Base article 823980.
• On a system with more than 32 voice ports, Microsoft SQL Server 2000 Standard Edition
(other editions of SQL Server are not supported).
• On a system with 32 or fewer voice ports, MSDE 2000 (other editions of MSDE are not
supported).
• For Cisco Unity 4.0(2) and later, MS SQL Server 2000 SP3 or MSDE 2000 SP3,
depending on the Cisco Unity configuration setup you have or will be setting up.
• For Cisco Unity 4.0(1), MS SQL Server 2000 SP2 and MS SQL Server 2000 SRP 1
August 2002. (The service pack and SRP are required both for a system running MS SQL
Server 2000 and for a system running MSDE 2000.)
• If you are integrating with Cisco CallManager, a compatible Cisco Unity-CM TSP version
is required.
• Microsoft Windows Terminal Services (optional). This is the default remote access
software included with Windows 2000 Server.
• Cisco Security Agent for Cisco Unity 1.1 (optional).
DUCS can be purchased through IBM Lotus; it is not supplied by Cisco Systems. DUCS is
currently qualified by IBM Lotus to work on Windows 2000 Server. However, this can change.
Any Domino server hosting a message store for Cisco Unity subscribers needs Windows 2000
Server as its operating system. Cisco Unity for Domino currently is supported only in a UM
configuration with Domino installed off-box. DUCS requires Domino Version 5.0.10 or later.
The Domino directory server requires DUCS in each Domino domain. You must install DUCS
on every Domino message store server where Cisco Unity subscribers’ mailboxes reside. The
Windows OS is currently the only operating system supported.
The key features of DUCS include the following:
• Single, unified Domino message store
• Native Notes Address Book support

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 Understanding Unified Communications Software 211

• Message notification and MWIs

• Native Lotus Mail Template for voice-mail message playback/record
• iNotes web access to messages
• Message categorization
• Integrated voice player/recorder and voice inbox
Which versions of Domino, DUCS, and Lotus Notes that are supported on the Cisco Unity
server varies slightly for each of the Cisco Unity 4.0(x) versions prior to Cisco Unity 4.0(3).
The following is a list of the supported versions with Cisco Unity 4.0(3) and later:
• Domino versions: 6.02, 6.0.1, 6.0.0, 5.0.12, 5.0.11, and 5.0.10
• DUCS versions: 1.2.1 (the download on the IBM Lotus website is called Version 1.2)
• Lotus Notes versions: 6.0.1, 6.0.0, 5.0.12, 5.0.11, and 5.0.10

Using System Software for Cisco PA

Cisco PA 1.4 consists of the following software:
• Cisco PA Server
• Cisco PA Speech Recognition Server
• Cisco PA Web Administration
Cisco PA Server software is installed on its own server, separate from any other Cisco
Architecture for Voice, Video, and Integrated Data (AVVID) product. The PA Server software
provides Lightweight Directory Access Protocol (LDAP) directory lookups, rule-based call
transfers, and voice-mail access. It allows users to synchronize personal address books with
their Exchange contact lists. This can be achieved through either the PA Web Administration
software or the optional IP Phone Productivity Services software.
The Cisco PA Server software is compatible with Cisco CallManager 3.2, 3.3, and 4.0 starting
with PA 1.4(3); Cisco Unity 3.x and 4.0 for voice-mail features; and Exchange 5.5, Exchange
2000, and Exchange 2003 for calendar, e-mail, and contact synchronization features.
The Cisco PA Speech Recognition Server software enables users to verbally perform directory
lookups, verbally ask for your voice-mail box, and configure routing-rule instructions verbally.
Speech Recognition Server software can be installed on the PA server or its own server. As
previously mentioned, installing the Speech Recognition Server software on its own server
enhances system performance. Speech Recognition engines are available in U.S. English,
British English, French, French Canadian, and German. Currently, the limit is 45,000 directory
entries for accurate recognition of names.
The Cisco PA Web Administration software is installed on the same server as PA and allows for
web-based administration from either the PA server or a client workstation. This allows clients

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to administer their own PA features. The client requires either Internet Explorer 6.0 (or later) or
Netscape Navigator 7.0. The web-based GUI is available in English, French, and German.
Software components installed on a Cisco PA system include the following:
• Windows 2000 Server
• Cisco PA Server
• Cisco PA Speech Recognition Server
• Cisco PA Web Administration
• Cisco IP Productivity Services
Software requirements for PA include the following:
• Cisco CallManager on a separate server: Version 4.0, 3.3, or 3.2.
• An LDAP-enabled directory service for storing business and personal directory
information, such as names, phone numbers, and e-mail addresses. This can be a service
such as the Cisco CallManager integrated with DC directory, Microsoft AD, or Netscape
Directory Services.
• An Internet browser, either Internet Explorer 6.0 (or 5.x), or Netscape Navigator.
• Cisco Unity with Exchange 5.5 or Exchange 2000, Version 3.x or later. (Only one version
is required when you are integrating Cisco PA with a messaging system.)
• When e-mail paging is a requirement for a setup, an SMTP-compliant paging server is
necessary.
• If you would like to collect error messages to SysLog for analysis purposes, CiscoWorks
2000 Resource Manager Essentials (RME) 3.3 is supported.
• If you are using Cisco Unity as the message store, Cisco Unity messages and recorded
names must be encoded in G.711 Mu-Law format.

NOTE When voice-mail browsing is a requirement for a setup, Cisco Unity with Exchange is also
required. Users will not be able to browse if another messaging system is used.

Optional software includes:

• Cisco Security Agent for Cisco PA 1.1(1) and 1.1(0).
• McAfee NetShield Version 7.0.
Cisco IP Phone Productivity Services software enhances the capabilities of the Cisco 7940,
7960, and 7970 IP phones through the use of scrolling keys for checking e-mail, voice mail,
personal contacts, and calendar information from the Exchange server. Through the

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CalendarView feature of the IP Phone Productivity Services software, the user can view
appointments either by day or week on the IP phone display.
The MailView features allow access to e-mail and Cisco Unity voice messages. Users can scroll
through and read e-mail messages on the IP phone display. They can also listen to and delete
voice-mail messages by using the IP phone soft keys.
IP Phone Productivity Services software allows users to activate or deactivate their routing Rule
Sets directly from the IP phone and synchronize their personal address book with their
Exchange contacts list. IP Phone Productivity Services software is installed on its own server
and requires IIS 4.0 or later.
For more information about the most current software requirements for Cisco PA Server, go to
the following link:
[Link]

Using Client Software for Cisco Unity for Exchange

Cisco Unity ViewMail for Outlook (VMO) is a special form in Outlook that has a set of control
buttons. With these controls and the toolbar of buttons on the form, you can listen to, send, reply
to, and forward voice-mail messages. VMO can be used with Microsoft Outlook 98, Microsoft
Outlook 2000, and Microsoft Outlook XP. VMO cannot be used with Microsoft Outlook
Express or Microsoft Outlook Web Access because these clients do not support Microsoft
Outlook forms.
VMO software can be found on the Cisco Unity Installation CD 1 in the ViewMail folder, and
is installed on the client workstations, not the Cisco Unity server. Although VMO is not
required, it makes listening to voice-mail messages much easier. If VMO is not installed, voice-
mail messages appear as .wav attachments in your in box. UM can be deployed without losing
any functionality at the client workstations.
Clients may also want to access their mailbox settings through the Cisco Personal
Communications Assistant (CPCA). The two Cisco PCA components are the Cisco Unity
Assistant and Cisco Unity Inbox, which allows the user to change their mailbox settings
through a user-friendly web-based GUI, rather than over the phone. Any mailbox settings that
are available through the telephone are available through Cisco PCA. Class of service (COS) in
Cisco Unity controls access to CPCA. Additionally, the client workstation must be running
Internet Explorer 5.5 or later. With the introduction of Cisco Unity 4.0(3), upgrades from Cisco
Unity 3(x) to 4(x) no longer require subscribers to have special CoS privileges to use VMO.
Subscribers that have ViewMail installed can take advantage of these features.
Site administrators of Cisco Unity can also access the Cisco Unity Administration windows
through their desktops. Clients must have Internet Explorer 6.0 or later on their workstations.
Figure 8-5 illustrates the client view of a Cisco unified architecture—with a Microsoft
Exchange message store.

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Figure 8-5 Cisco Unified Architecture—Client View with Exchange Message Store

Internet Cisco Unity

Explorer 5.5+ Administrator
Console

Outlook or
Outlook Web Cisco Unity
Access PCA

Cisco Unity
VMO
Exchange

IP Telephone
U
PBX
Cisco Unity

Telephone

Using Client Software for Cisco Unity for Domino

The software required on the client side for Cisco Unity for Domino configurations is very
similar to the software that is required for Exchange configurations. The Lotus Notes client is
used instead of Outlook. Figure 8-6 illustrates the client view of a Cisco Unified architecture
with a Lotus Notes message store.
The current qualified software versions for use on Cisco Unity subscriber workstations include
IBM DUCS for Cisco Unity Version 1.2. This version is supported with Cisco Unity 4.0(3) and
later in the following languages:
• English
• French
• German
• Japanese (with Cisco Unity with Domino)
The current qualified software versions of IBM Lotus iNotes are 6.0.2, 6.0.1, 6.0.0, and 5.0.12,
and Lotus Notes Versions 6.0.2, 6.0.1, 6.0.0, 5.0.12, 5.0.11, and 5.0.10 (with Cisco Unity with
Domino).

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 Understanding Unified Communications Software 215

Figure 8-6 Cisco Unified Architecture—Client View with Lotus Notes Message Store

Cisco Unity
Internet
Adninistrator
Explorer 5.5+
Console

Lotus Notes or
Notes Web Cisco Unity
Access PCA
Lotus ViewMail
for Notes or
Notes WA Lotus Domino

IP Telephone
U
PBX
Cisco Unity

Telephone

For the most current version combinations of software that are qualified for Cisco Unity 4.0, go
to the following link:
[Link]
As with VMO, DUCS client software gives the end user an easy GUI from which to check their
voice mail and e-mail, and to send, reply to, or forward either type of messages. DUCS client
software is a Notes Mail template built and supported by IBM Lotus.
CoS controls access to Cisco PCA features and the Cisco Unity Administration windows and
requires Internet Explorer 6.0 or later to function.

Using Client Software for Cisco PA

Once Cisco PA is set up on your network, it works like a virtual assistant. Cisco PA can forward
and screen your incoming calls based on the rules you set using the Cisco PA web GUI. These
rules tell Cisco PA which calls you would like forwarded, which calls you would like screened,
if any, and where you would like to receive calls, enabling you to receive a call on a phone
number other than your extension. These rules can be activated by using either the Cisco PA
web GUI or spoken commands over your phone handset or headset. With spoken commands,
Cisco PA can also assist you in placing and receiving calls and browsing your voice mail.

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The following is an example of what a phone dialog would sound like when user “John”
performs a directory dialing and call screening takes place:
John already is on the Cisco PA menu.
Cisco PA: John, welcome to Personal Assistant. What would you like to do? Say the full name
of the person you are trying to call.
(When Cisco PA plays John’s name, it plays the recorded name of the person.)
John: Mr. Davis.
Cisco PA: I’m sorry, I didn't understand. Say the first and last name of the person you want to
call or say “Voice mail.”
John: “Michael Davis.”
Cisco PA: “Michael Davis.” Is this correct?
(When Cisco PA plays the name, it plays the recorded name of the person.)
John: Yes.
Cisco PA: (Cisco PA starts to locate Mr. Davis.) Please wait while locating.
Mr. Davis: Hi John.
John: Hi. Did you set up Cisco PA to screen your calls? Because Cisco PA said to “Please wait
while locating” before you answered.
Mr. Davis: Yes, it’s a very easy feature to set too. All you need to do is go to your Rule page
on the Cisco PA user website and select call screening.
John: When I set it up, what will it sound like?
Mr. Davis: When I picked up, Cisco PA said, “You have a call from John.” It included your
recorded name. Then Cisco PA said, “Press 1 to connect, or press 2 to transfer the call to a
different number.” There’s also an option to send the call to voice mail.
John: That will be useful.
Mr. Davis: You can set your call screening to all the calls you receive or to individual callers,
based on the rules you set up.
John: I will set that up.
Mr. Davis: OK.
You can find more information on this topic at [Link] by searching the Cisco Personal
Assistant User Guide text.

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Installing Cisco Unified Communications Software

Understanding the installation process of the software will help you to perform a smooth
installation of the Cisco Unity system and PA. In addition, the installation process for Cisco
Unity is different from previous versions.
To benefit fully from this section, you should be familiar with the concepts and software
components presented in the “Understanding the Cisco Unity for Exchange Architecture” and
“Understanding the Cisco Unity for Domino Architecture” sections of this chapter.

Setting Up a Cisco Unity System

As part of installation process you must gather general system information. The setup process
needs this information to install the correct languages on the system, including the correct text-
to-speech language, and to install Cisco Unity in the correct folder and partition on the hard
drive. It loads the default database, which consists of the Cisco Unity Installer account, the
Example Administrator account, the default call handlers, and all the other default objects.
The Cisco Unity system setup steps are as follows:
• Gathers basic system information
• Chooses a language
• Creates the default database
• Loads TTS and system prompts

Using Cisco Unity Server Preparation Assistant

CUSPA is a preparation tool that helps you to prepare your Cisco Unity system for a Cisco
Unity installation. This tool, located on the Service Pack CD-ROM, checks the Cisco Unity
server for the required software and service packs. CUSPA asks for your Cisco Unity server
characteristics, such as UM or VM, Failover, and the number of Cisco Unity ports.
CUSPA checks for the proper versions of SQL, MSXML, Windows, NNTP, Internet Explorer,
and .NET Framework, and checks for the proper service packs. If a software component or
service pack is not installed on the system, you can choose to install it through CUSPA. CUSPA
does not check to make sure that the AD Schema has been extended for an Exchange 2000
installation. Extending the AD Schema is required before you begin the Cisco Unity installation
in an AD/Exchange 2000 environment. In addition, CUSPA does not check the Exchange or
Domino version.

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When you first open CUSPA, it prompts you with a welcome window that indicates it will do
the following:
• Determine whether your server is ready to have Cisco Unity installed and configured
• Install any needed software
CUSPA checks for the following items on Cisco Unity 4.0(3) and later:
• XML3 SP1
• IIS
• Windows Terminal Services
• NNTP Service
• SMTP Service
• Message Queuing Services
• Windows 2000 Server SP3
• Internet Explorer 6.0 SP1
• Cisco Unity Data Store (SQL/MSDE)
• Cisco Unity Data Store SP3
• .NET Framework v1.1
• Some Windows 2000 IIS security patches
In the following example, CUSPA checks the system and reports what is and is not installed on
the system. It also gives you the option to click the service/software component that is not
installed and configure it. CUSPA provides a link to the component so that you can install it
from there.
Figure 8-7 illustrates CUSPA showing which components are not installed.

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 Installing Cisco Unified Communications Software 219

Figure 8-7 The CUSPA Utility

Using Cisco Unity Installation and Configuration Assistant

CUICA replaces the two-part Cisco Unity installation introduced in Cisco Unity 3.0. You run
CUICA after CUSPA and it guides you through the entire setup process, from setting the correct
permissions to installing Cisco Unity to integrating Cisco Unity with a telephone system.
CUICA is actually five individual wizard utilities, listed next, combined with the Cisco Unity
Setup program:
• Permissions Wizard
• License File Wizard
• Service Configuration Wizard
• System Setup/Message Store Configuration Wizard
• Cisco UTIM

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After you have installed Cisco Unity, you can run all but the Message Store Configuration
Wizard individually by accessing the Tools Depot of Cisco Unity. It is recommended that you
use the Service Configuration Wizard to install Cisco Unity 4.0. The final step when using
CUICA is to set up Secure Sockets Layer (SSL) for Cisco Unity.

Using the Cisco Unity Permissions Wizard

The Permissions Wizard enables you to set the permissions that are needed to install Cisco
Unity and for the Cisco Unity services to log on and run properly. It is the first wizard executed
by CUICA. Using the wizard to set the correct permissions will help you to avoid complications
as the Cisco Unity installation proceeds.
Before the wizard can set the correct permissions, you need to tell it which message store you
are using: Exchange 5.5, Exchange 2000, Exchange 2003, or Lotus Domino. This is the first
step of the wizard, shown in Figure 8-8. After you select your message store, click Next.

Figure 8-8 Selecting the Message Store

Depending on your configuration, the wizard asks different questions, such as which account
should be given permissions to install and configure Cisco Unity, which account Cisco Unity
directory services will log on with, and which account to log on with to the message store.

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 Installing Cisco Unified Communications Software 221

NOTE The Permissions Wizard can be run individually without the use of CUICA. The version that
comes with Cisco Unity 4.0(3) and later cannot be used with earlier versions of Cisco Unity for
new installations, because the new Permissions Wizard limits the permissions granted to certain
accounts. It can, however, be used on Cisco Unity Versions 3.1(1) through 4.0(2) for systems
that have Cisco Unity installed already.

The next step is choosing a Windows Account that will be responsible for the Cisco Unity
message store services.
Figure 8-9 illustrates selecting a Microsoft Windows account that will own Cisco Unity
message store services.

Figure 8-9 Selecting a Windows Account that Will Own Cisco Unity Message Store Services

The next step is choosing an account that will be used to install Cisco Unity.
Figure 8-10 illustrates selecting a Windows account to install Cisco Unity.

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Figure 8-10 Selecting a Windows Account to Install Cisco Unity

The next step is choosing a Windows Account that will be responsible for the Cisco Unity
directory services.
Figure 8-11 illustrates selecting an account that will own the Cisco Unity directory services.

Figure 8-11 Selecting an Account that Will Own the Cisco Unity Directory Services

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 Installing Cisco Unified Communications Software 223

Installing the License File Wizard

At least 24 hours before you install Cisco Unity, you need to contact Cisco to register and obtain
your Cisco Unity license file. You need to have the Media Access Control (MAC) address
(physical address) for the network interface card (NIC) in the Cisco Unity computer and the
product authorization key (PAK), which is listed in the Cisco Unity Software Keys booklet that
is shipped with the software CD-ROMs or on the bottom from corner. With that information,
you can access the license file generator website at [Link]
FormManager/[Link].
You must first log in to the Cisco website to have access.
It is not enough to simply copy license files onto the file system of the Cisco Unity server. You
need to run and complete the License File Wizard in order for Cisco Unity to use the
information in the files. You specify the names of each of your license files in the wizard. You
should specify all the files you want Cisco Unity to use from that point forward, even if some
of the files were installed previously. The wizard extracts the information from the files and
checks the data for errors. If no errors are found, you may complete the wizard. Please check
that what you have purchased is included in the license file.
Once you complete the wizard, Cisco Unity begins using the license information from the files.
If the wizard detects errors in the files, it tells you what the problems are and does not permit
you to proceed to the completion page. If you encounter problems, you should contact Cisco
TAC.

Configuring the Service Configuration Wizard

The Service Configuration Wizard helps you to configure three groups of Cisco Unity services
that are installed by your system. The wizard uses the selections you made during the
Permissions Wizard as default accounts for the services. Because these are the accounts that
have the correct permissions associated with them, it is best to accept the defaults. If you are
not changing the accounts, you must enter the password for the accounts when asked. If,
however, you change which accounts to use, make sure they have the proper permissions.
The first wizard window prompts you to choose whether you are configured for Exchange 5.5,
Exchange 2000, Exchange 2003, or Lotus Domino. This leads to different wizard setup
versions, depending on which configuration you chose. The Directory Services sets the Cisco
Unity account it will use to access the AD or the Domino database. The message store services
need to run under an account that is allowed access to Exchange 2000 and 2003 mailboxes. The
Cisco Unity local services, in an Exchange or Domino configuration, run under an account that
allows them access to registry files, the file system, and the MS SQL Server 2000.

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The Service Configuration Wizard configures the following three services:

• Directory services
• Message store services
• Local services

Setting Up the Message Store Configuration Wizard

The Message Store Configuration Wizard section of CUICA is where you choose Exchange
5.5, Exchange 2000, Exchange 2003, or Lotus Domino R5/R6. You need to decide where to
home new mailboxes in your message store when they are added through the Cisco Unity
System Administration windows. The Directory Service account would be the same account
you chose in the Cisco Service Configuration Wizard as the account that will run the Cisco
Unity Directory Service, which passes information back and forth between Cisco Unity and the
message store.
The Message Store Configuration Wizard asks you to choose the following:
• A message store
• The location for new mailboxes
• Your directory services account

Integrating Cisco Unity with Telephone Systems

Cisco UTIM steps you through the process of integrating Cisco Unity with your telephone
system. Cisco Unity supports integrations for IP telephony (Cisco CallManager), circuit-
switched PBXs, and SIP. You can find a list of supported circuit-switched PBXs and integration
methods in Chapter 1.
If you choose TSP for Cisco CallManager integration, before you can run UTIM, you must have
your Cisco CallManager configured to integrate with Cisco Unity. UTIM asks for the Cisco
CallManager IP address, the display name for the voice-mail ports created, and the Message
Waiting On and Off directory numbers. At the end of the process, you can run a test to ensure
that the integration process was successful. You can find instructions on setting up Cisco
CallManager to integrate with Cisco Unity in the Cisco CallManager Integration Guide by
performing a search for “Cisco CallManager” at [Link].
UTIM pings the CallManager server and checks that each port is configured correctly. If there
is an issue, you normally receive an error message that indicates there is a problem.

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 Installing Cisco Unified Communications Software 225

TIP One of the most common issues when configuring the TSP on Cisco Unity for Cisco
CallManager is the prefix spelling of the voice-mail port names. Make sure that the spelling
used on both Cisco CallManager and Cisco Unity is identical.

SIP is an important emerging Internet protocol that is designed to easily build up and tear down
IP sessions. Numerous vendors are embracing SIP as the next big Internet protocol for VoIP.
Currently, Cisco Unity’s SIP integration supports interactions with Cisco SIP Proxy Server, as
well as Cisco SIP-enabled 7960 phones, Pingtel Expressa phones, and MSN Messenger.

Using Resources to Guide the Cisco Unity Installation

A copy of the Cisco Unity Installation Guide is shipped with each Cisco Unity system. The
installation manual contains information on installing the Cisco Unity system as a baseline
(server purchased from Cisco) and as a component system (server supplied by the customer). It
also includes instructions for upgrading earlier versions of Cisco Unity to Version 4.0.
If you are integrating Cisco Unity with Cisco CallManager, the Cisco CallManager integration
guides are extremely helpful. There are different versions of the guides depending on your
version of Cisco CallManager. Included are instructions for setting up your CallManager to
integrate with Cisco Unity, and instructions for setting up dual-switch integration.
There are also various integration guides for supported circuit-switched telephone systems.
These guides cover the programming that is necessary to integrate the various circuit-based
telephone systems with Cisco Unity. You can view these guides at [Link]
univercd/cc/td/doc/product/voice/c_unity/integuid/[Link]. CUICA contains Read Me files
to help guide you through the installation.
Additional installation resources include the following:
• Cisco Unity 4.0 Installation Guide
• Cisco Unity 4.0 Release Notes
• Cisco CallManager Integration Guide
• Cisco Unity integration guides
• Cisco Unity Installation and Configuration Assistant (CUICA)
You can find these resources by going to [Link] and searching for the corresponding text.

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Installing the Cisco PA Software

Cisco PA has three components that you can install separately or together:
• PA Web Administration interfaces for end users and administrators
• Cisco PA Server
• Cisco PA Speech Recognition Server
Most of the configuration process for PA takes place after installation. Be sure to use the
Personal Assistant Installation Guide when performing an install. Before you perform a new
installation of PA, follow these steps:
Step 1 Determine how many users the system will need to support and which of the
three PA configurations is the most appropriate. You need this information
during the installation. For more information on planning for PA, go to the
following link:
[Link]
ag141/[Link]
Step 2 Find the hardware and software requirements for PA 1.4 and your users. You
can find out more information about this in the latest release notes at
[Link] by searching for “Cisco Personal Assistant Release Notes.”
Step 3 Find out whether there are any system limitations and restrictions on how PA
may be configured on your network and, if so, whether they affect the setup
you will be installing. You can find more information about this in the release
notes at [Link] by searching for “Cisco Personal Assistant Release
Notes.” If your system is using AD for the business directory, you must
prepare the directory system to work with PA. This information can be found
in the “Setting Up Active Directory as the Corporate Directory for Personal
Assistant” section of the “Installing and Upgrading Personal Assistant”
document located at [Link].
Step 4 Disable the McAfee NetShield services and the Cisco Security Agent on the
PA server if they are installed. Doing so ensures that they will not interfere
with the PA installation program.
After you have performed the previous steps, install Cisco PA Server, PA Speech Recognition
server, and user and administrative interfaces. Instructions on how to install these are found in
the Cisco Personal Assistant Installation Guide, which is located at [Link].
Step 1 When you install these components, the next step is to install the enhanced
Text to Speech server. This may or may not be one of your configuration
requirements.
Step 2 Configure the Cisco CallManager to work with PA.

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 Upgrading Cisco Unified Communications Software 227

Step 3 Configure your PA system.

Step 4 Refresh your PA system. To do so, log on to the PA administration interface

and select System > Speech Services > Refresh Now.

NOTE When refreshing a PA server, it can take up to an hour to refresh the service configuration and
reload the directory and speech-recognition grammars. This depends on the size of the
corporate directory.

Step 5 Re-enable the McAfee NetShield services and Cisco Security Agent if they
are installed on the PA server.

Upgrading Cisco Unified Communications Software

Understanding the supported upgrades and the upgrade process will help you to successfully
upgrade Cisco Unity and PA. Some upgrades require more steps than others, and not all
upgrades from previous versions of Cisco Unity to Cisco Unity 4.0 are supported. This is also
true when upgrading to PA 1.4. Being familiar with this will help you to avoid possible
configuration issues and problems that may occur during the upgrade process.
To benefit fully from this section, it is recommended that you should already be familiar with
the following information. (If you need a quick review, see the designated chapter or section,
where you can find more information on the topic.)
• The new features that come with Cisco Unity 4.0 (see Chapter 1)
• The features that come with Cisco PA (see Chapter 1)
• The Cisco Unity and Cisco PA software components covered in the “Understanding
Unified Communications Software” section of this chapter

Upgrading from Cisco Unity 2.4x or 3.x to Cisco Unity 4.0

The upgrade to Cisco Unity 4.0 from previous versions of Cisco Unity is supported. However,
versions of Cisco Unity prior to 3.0 require a reinstallation of Cisco Unity, which includes re-
entering the database. Versions prior to Cisco Unity 3.0 stored database attributes in Exchange’s
custom attributes 12 to 15, because the Exchange Directory Service was not extensible. With
the release of Cisco Unity 3.0, Microsoft SQL Server 2000 or MSDE became the main database
store. It is not possible to move the attributes from Exchange to SQL without reinstalling the
database.
The procedures for performing the supported upgrades are discussed later in this section.

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When upgrading, as an option you can choose to prepare for a possible downgrade if there are
problems with the upgrade. There are instructions for this in the Cisco Unity Installation Guide,
which you can find at [Link]. (You can also choose to make a backup.)
Supported upgrades to Cisco Unity 4.0 for Exchange are as follows:
• Cisco Unity 3.0(1–3)
• Cisco Unity 3.1(X)
• Cisco Unity 2.4(5–6)—requires a Cisco Unity reinstallation
Upgrades from Cisco Unity Versions 2.3(4.104) and earlier are not supported. The utilities used
to export and import the database, subscriber, and other information from a Cisco Unity 2.x
system and import into a 4.0(x) system do not work on systems that have Version 2.3(4.104) or
earlier. Cisco Unity must be installed as a new system and must be reconfigured. The previous
data will be lost.

NOTE When upgrading from Cisco Unity 2.4(x), you must first upgrade to Cisco Unity 4.0(2), then
upgrade to the latest version of Cisco Unity.

Determining the Cisco Unity Software Version Number

To determine the software versions for Cisco Unity and the Cisco Unity-CM TSP, you must find
the Cisco Unity version number and the Cisco Unity-CM TSP version.

Locating Cisco Unity Version Number

There are two ways you can find the Cisco Unity version used on your system. The first way is
to use the Cisco Unity Administrator. Go to the Cisco Unity Administrator > System >
Configuration > Software Versions page.
The second way is to look at the properties of the [Link] file. This list is for Cisco Unity
3.0(4) and later:
Step 1 Find the CommServer directory.

Step 2 Find the [Link] file, right-click it, and then choose Properties.

Step 3 Within the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version.

The Cisco Unity version is shown in the Value field.

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 Upgrading Cisco Unified Communications Software 229

Locating the Cisco Unity-CM TSP Version Number

To check the Cisco Unity-CM TSP version, you can either use UTIM or check the properties
of the [Link] file.
To check the version by using UTIM, follow these steps:
Step 1 Double-click the Cisco Unity Tools Depot icon on the desktop.

Step 2 Find UTIM under Switch Integration Tools and double-click it.

Step 3 Go to the Cisco CallManager > Properties page.

The Cisco Unity-CM TSP version is shown in the TSP Version field.
To determine the Cisco Unity-CM TSP version by checking the [Link] file, do the
following:
Step 1 Go to the WinNT\System32 folder.

Step 2 Right-click [Link], and then click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version.

The Cisco Unity-CM TSP version is shown in the Value window.

Upgrading from Cisco Unity 3.0 to Cisco Unity 4.0

To upgrade from Cisco Unity 3.0 to Cisco Unity 4.0, you need to obtain a new license file from
Cisco, because the upgrade procedure itself does not upgrade the license file (as it has done in
the past).
You should also ensure that Exchange 2000 SP3 has been installed on the message store that
you will use for your subscribers. CUSPA does not check for the Exchange version; however,
CUICA does, and the Cisco Unity installation will not continue if it does not find the correct
version. However, it does inform you of what could be the problem.
The AD Schema Extension utility, which is run on the domain controller to extend the AD
Schema for Cisco Unity, has a new option to extend the AD Schema for the VPIM option. You
need to run the utility for the VPIM option to function properly.
You need to run CUICA to load the new Cisco Unity 4.0 files. During this process, there will
be no database loss. During the upgrade process, the Cisco Unity system will be out of service,
so you need to plan accordingly. If you have Cisco Failover set up, do not use your secondary
server to provide voice-messaging services while the primary is being upgraded, and vice versa.

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The following is a list of the general items to keep in mind when you are upgrading to Cisco
Unity 4.0 for Exchange:
• Obtain a new license file if you are upgrading Cisco Unity from an earlier version of 4.0.
• Verify that Exchange 2000 SP3 has been installed on the message store.
• Run AD Schema Extension on the domain controller.
• Use CUSPA.
• Use CUICA.
• There is no database loss during this process.

Upgrading from Cisco Unity 3.0 Voice Mail (Exchange) to Cisco Unity
4.0 UM (Domino)
There may be circumstances in which you need to upgrade from Cisco Unity for Exchange to
Cisco Unity for Domino. Customers in a Domino environment may have purchased Cisco
Unity in a VoiceMail-only configuration while awaiting the Cisco Unity Domino release. Cisco
Unity VoiceMail-only configuration is supported only in an Exchange environment.
When attempting to perform an upgrade from Cisco Unity 3.x for Exchange to Cisco Unity 4.0
for Domino, keep in mind that this is basically a reinstallation. There is no way to carry over
the database from one to the other because you have two completely different messaging
systems. If you would like to save the subscriber database, you must export the subscriber
database from Exchange, modify the subscriber database to a form acceptable to Domino,
import it into Domino, and then import the subscribers from the Domino server into Cisco
Unity 4.0. The information that will be exportable includes the subscribers’ names and
extensions, but not information such as spoken names and greetings. Subscribers’ messages
will not be carried over. Cisco does not offer a utility to accomplish this.
Other Cisco Unity database information such as call handlers, call routing tables, and restriction
tables are also not carried over.
The following is a list of the items to keep in mind when preparing for a Domino upgrade from
Cisco Unity 3.x:
• Perform a new Cisco Unity 4.0 installation.
• No database is carried over.
• Export the subscriber database from Exchange.
• Modify the subscriber database into a form acceptable to Domino.
• Import the subscriber database into Domino.
• Import the subscriber database into Cisco Unity 4.0.
• Subscribers’ messages are not carried over.

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 Upgrading Cisco Unified Communications Software 231

Upgrading from Cisco PA 1.3 to Cisco PA 1.4

The Cisco PA upgrade procedure is very straightforward. The upgrade process automatically
shuts down the PA services and restarts them after the upgrade is complete. There should be no
need to reprogram the database.
If you are upgrading from PA Version 1.2, you must first upgrade to Version 1.3, then apply the
patch for Version 1.3(3).

WARNING Upgrading from Cisco PA 1.2(x) to 1.4 is not recommended. A Cisco PA 1.2 to 1.3 upgrade is
required first before upgrading to 1.4. Also, upgrading from Version 1.1(x) is not supported.

Detailed instructions for upgrading Cisco PA can be found in the Cisco Personal Assistant
Installation Guide, which you can find on [Link].
The following is a list of items to keep in mind when you are performing a PA upgrade:
• Upgrade to 1.3(x) first if it is an earlier version of PA.
• Apply the appropriate PA patches.
• Install PA 1.4.
• Installation can be done from CD.
• There is no reprogramming of Cisco PA required.
When you are performing a PA upgrade, keep the following tips in mind:
• Disable the McAfee NetShield services and the Cisco Security Agent on the PA server, if
they are installed, so that they will not interfere with the PA installation program.
• Upgrade Cisco CallManager to the appropriate software version if required.
More information on this can be found in the Cisco Personal Assistant Installation Guide.
Step 1 Remove PA from the network by stopping all PA services.

Step 2 After all PA services are stopped, install the new PA server, speech
recognition server, and user and administrative interfaces.
If you are performing the upgrade to the enhanced Text to Speech server,
install the enhanced server.
Step 3 Refresh your PA system. To do so, log on to the PA administration interface
and select System > Speech Services > Refresh Now.
Step 4 If you have McAfee NetShield or the Cisco Security Agent installed, enable
these services.

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Chapter Summary
In this chapter, you learned about the different Cisco unified communications architectures, the
software that is needed to perform a successful installation of the unified communications
products, the Cisco Unity system installation process, the use of CUSPA and CUICA, and the
upgrade process for the Cisco unified communications products. Specifically, you learned how
to do the following:
• Describe the architecture of Cisco Unity for Exchange
• Describe the architecture of Cisco Unity for Domino
• Describe the architecture of Cisco PA
• Identify where to find additional help and information
• Describe the software required to install Cisco Unity for Exchange
• Describe the software required to install Cisco Unity for Domino
• Describe the software required to install Cisco PA
• Describe the client software for both Cisco Unity for Exchange and Domino
• Describe the resources available to assist with the Cisco Unity installation
• Describe the use of CUSPA
• Describe the use of CUICA and its components
• Describe the process of installing PA
• Use supported upgrades for Cisco Unity
• Use supported upgrades for Cisco PA
• Use upgrade procedure for Cisco Unity
• Use upgrade procedure for Cisco PA
For additional information on the preceding topics, refer to these resources:
• Cisco Unity Installation Guide (with Domino), Release 4.0
• Cisco Unity Installation Guide (with Exchange), Release 4.0
• Cisco Unity System Administration Guide (with Domino), Release 4.0
• Cisco Unity System Administration Guide (with Exchange), Release 4.0
• Cisco CallManager Integration Guide
• Cisco Personal Assistant Administration Guide
• Cisco Unity Design Guide
You the can find these guides at [Link] by searching for the preceding titles.

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 Chapter Review Questions 233

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 Name the different message stores that you can choose when installing Cisco Unity 4.0.
2 When is the Microsoft SQL Server 2000 software required for a Cisco Unity installation,
as opposed to the MSDE?
3 Which component developed by IBM Lotus can be used to integrate Cisco Unity 4.0 with
Domino R5/R6?
4 Name the three major components of Cisco PA.

5 When is Windows 2000 Advanced Server required for Cisco Unity 4.0?

6 What configuration setup is supported with Cisco Unity for Domino?

7 When installing Cisco PA 1.4, where can the Cisco PA Speech Recognition Server
software be installed?
8 When preparing to install VMO on a client machine, where is this software found?

9 What does the CUSPA tool do?

10 Which version of PA must your system be on to upgrade to PA 1.4?

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Upon completing this chapter, you will be able to perform the following tasks:
• Describe the attributes and types of Cisco unified communications integrations with
telephone systems
• Describe uses of messaging ports in a Cisco messaging system
• Configure messaging ports in a Cisco messaging system

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 CHA PTER
9
Cisco Unified Communications
Integrations
This chapter discusses the different types of communication used between a Cisco unified
communications server and a telephone system.
This chapter starts by discussing the elements of Cisco unified communications
integrations. This includes the integration between Cisco Unity, Cisco CallManager
(CCM), circuit-switched PBXs, and Session Initiation Protocol (SIP) integration. It also
discusses the integration between CCM and Cisco Personal Assistant (PA). It then moves
on to discuss the attributes of communications integrations between Cisco Unity and a
telephone system, as well as between Cisco PA and CCM.
The chapter continues by discussing the telephone integrations supported for Cisco Unity
4.0. It also includes examples of IP, dual-tone multifrequency (DTMF), Simplified Message
Desk Interface (SMDI), PBXLink, and SIP integrations.

Defining a Communications Systems Integration

A telephone system and a voice-processing system communicate with one another via
integration. Integration between Cisco Unity and a PBX takes place when the following
three essential features are present, as shown in Figure 9-1:
• Call forward to a personal greeting
• Easy message access
• Message waiting indication
These features are present when the PBX and the voice messaging system are exchanging
information with each other in an agreed upon manner. The delivery of this information
between the two systems varies from integration to integration.

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Figure 9-1 Attributes of an Integration

PBX
Call Forward to Personal Greeting
Easy Message Access
PSTN
U
Message Waiting Indication

Cisco Unity
Server

Telephones

The basic integration types are IP-based, in-band DTMF, SMDI, PBXLink, and SIP. Cisco
messaging systems currently integrate with the majority of telephone systems in the business
telephone market. Once an integration is made, the PBX and the voice-mail system work
together, sharing information regarding call routing and message notification.
• Call Forward to Personal Greeting—This feature is essential to voice-mail
functionality. Call forward to personal greeting is the way that the telephone system tells
Cisco Unity what greeting to play. To route a call to the correct greeting, the PBX must
send information along with a call to instruct Cisco Unity about what to do with that call.
The Cisco Unity integration packages enable information regarding station identification
to be sent to Cisco Unity, which then plays the appropriate greeting. If this information
were not present, the caller would hear the Opening Greeting. In this case, by default, the
caller would then need to enter the mailbox ID of the person they are trying to reach.
Usually this is the phone extension.
The different integrations function in various ways:
— An IP integration sends call information to Cisco CallManager via Skinny
packets across the LAN.
— In-band integration requires DTMF station identification (audio tones) for caller
ID. The phone extension is sent as DTMF tones to identify the calling party.
— An SMDI integration passes information along in a small packet of data sent via
a serial cable or over a combination of modems and phone lines. This is used
along with analog lines that connect the PBX and Cisco Unity for its voice path.

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 Defining a Communications Systems Integration 237

— PBXLink integrations must have special digital lines installed that will transmit
this information.
— A SIP integration uses requests and responses to set up, maintain, and end
sessions (calls). This information is sent in ASCII-based packets through the
network cable connecting Cisco Unity with another endpoint for each session.
• Easy message access—Cisco Unity typically recognizes a subscriber when they enter a
one- or two-button code on their extension, without them having to enter their Personal
ID. This is possible with the Cisco Unity integrations because the telephone system has
been programmed to download the digits of a subscriber’s Personal ID in response to that
particular key sequence. In Cisco CallManager, for example, the Messages button can be
programmed to dial the pilot number of the Cisco Unity system. Generally, if you press
one or two keys at your extension, for example 72 or possibly the Messages button, the
telephone system transfers the call to the hunt group for the voice-mail system, and then
sends along the digits for a Personal ID, such as *1408. The next thing you hear in the
conversation is either a request for your password or the beginning of the subscriber
conversation. With this feature present, it is a very good idea for subscribers to password-
protect their voice mailbox. By default, Cisco Unity assigns a standard password to all
subscribers.
• Message waiting indicators—To inform users of new voice mail messages, Cisco Unity
sends code to the PBX to activate and deactivate message waiting indicators (MWIs). That
indication will take different forms depending on the telephone system and the telephone
sets attached to it. The indication can be a steadily lit or flashing light, a word on a liquid
crystal display (LCD) panel, or a special tone heard when you pick up the handset.
When a call is sent from a PBX to Cisco Unity, the following call information is typically also
sent:
• The number of the called party.
• The telephone number of the calling party, which may be an extension or phone number
of an external call (if the phone system supports caller ID).
• The reason code why the call was sent to Cisco Unity. This can either be because the
extension was busy on the other line and it was forwarded to Cisco Unity, did not answer
because they were away from their desk, or the extension is set to forward all calls to
voice-mail because they are on vacation. Another reason could be when an extension calls
Cisco Unity directly to check their messages.

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Understanding the Attributes of Cisco Unified

Communications Integrations
Understanding the attributes of a communications integration will help you during installation
and while analyzing integration issues that may arise. This understanding will enable you to
save valuable time when troubleshooting these issues.
To fully benefit from this section, it is recommended that you have the following prerequisite
skills and knowledge (see Chapter 1, “Cisco Unified Communications System Fundamentals,”
for a quick review of any of these topics):
• Understand basic telephone system terminologies
• Understand Cisco Unity standard features
• Understand Cisco Unity basic call flow

Integrating Cisco Unity and CCM

Computer-based telephone systems are becoming more and more popular. Most of them
communicate via an Ethernet connection. This new method requires new ways of integrating
voice mail with them. Cisco Unity uses the Skinny Client Control Protocol (SCCP) to
communicate directly with Cisco CallManager. Because Cisco Unity and CCM are on separate
servers, each requires some information from the other to communicate. CCM, for example,
must know information such as the names of the voice-mail ports and the extensions that should
be assigned to the voice-mail ports. The Cisco Unity side requires information such as what the
IP addresses are of the CCMs that Cisco Unity will be servicing and what Message Waiting on
and off numbers are assigned in CCM. With each voice-mail port given a specific name by using
a number suffix incremented for each, Cisco Unity must also know what common prefix has
been assigned to the group of ports being configured.
You can configure Cisco Unity and CCM in many ways, depending on the customer’s
requirements and the site’s existing network topology.
The issues involved are normally focused on WAN deployments. Most LAN deployments are
very flexible because they have fewer bandwidth constraints. It is important to understand how
all the components interact to determine what works best for the customer. Figure 9-2 illustrates
a Cisco Unity and CCM integration.

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 Understanding the Attributes of Cisco Unified Communications Integrations 239

Figure 9-2 Cisco Unity and CCM Integration

Cisco Unity
Server
MS Exchange
SCCP for Message Store
U CCM

LAN
Gateway Switch
PSTN

Workstation
with Microsoft Outlook

Cisco
CallManager IP Phones

Integrating PA and CCM

The information that passes between the Cisco PA and CCM is basically call information
carried as IP packets over a company’s LAN. The PA uses interceptor ports to identify the
telephone extensions that PA will intercept from CCM. You must configure these ports as
computer telephony integration (CTI) route points and translation patterns in CCM to identify
them in the PA server configuration. The CTI route point’s configuration allows PA to intercept
the call; the translation patterns allow calls to go through to the extension if the PA server is
unavailable.
Figure 9-3 illustrates the following steps to complete a Cisco PA and CCM integration:
1 A call arrives for an extension from the Public Switched Telephone Network (PSTN).
2 Because this extension has a PA interceptor port (CTI route point) configured for it, CCM
routes the call to PA.
3 PA retrieves the user information from the Lightweight Directory Access Protocol
(LDAP) directory and checks whether the user has any rules set.
4 In this example, the user has a rule set to have calls sent to a branch office where the user
is working. The call extends to a phone on the branch office.

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240 Chapter 9: Cisco Unified Communications Integrations

Figure 9-3 Cisco PA and CCM Integration

Customer PSTN Cisco Call Manager

Branch
1
V
Central 4
Site
Cisco
IP Network
SoftPhone
Switch
2

U
Directory
PA Cisco
Unity IP Phones
Server
3
PA

Understanding the Types of Cisco Unified

Communications Integrations
A Cisco Unity system uses the services of a telephone system, either circuit-switched or packet-
switched, to perform its essential functions. Functions such as automated attendant, voicemail,
and audiotext work because of an established relationship with a telephone system.
Understanding the relationship between a telephone system and a Cisco Unity voice-processing
system and its integrations contributes to the proper installation and troubleshooting of Cisco
Unity.
To fully benefit from this section, it is recommended that you have the following prerequisite
skills and knowledge (see Chapter 1 for more information on any of these topics):
• Knowledge of the basic telephone features used with voice mail
• The ability to list the telephone switch integrations supported by Cisco Unity 4.0
• Knowledge of the standard features of Cisco Unity
• Knowledge of the standard features of Cisco PA

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 Understanding the Types of Cisco Unified Communications Integrations 241

Integrating with IP
Cisco Unity messaging systems integrate with CCM by using the Cisco Unity-CM TAPI
service provider (TSP) in a pure IP environment. Because Cisco Unity and CCM communicate
without the use of traditional voice boards, all call information, including session, signaling,
and audio, travels as packets across the network. Figure 9-4 illustrates a Cisco Unity and CCM
integration.

Figure 9-4 Cisco Unity and CCM Integration

Cisco Unity MS Exchange

Server Message Store

SCCP
U (Skinny)

LAN
Gateway Switch
PSTN

Workstation
with Microsoft Outlook

Cisco
CallManager IP Phones

Most Cisco IP telephone models connect to virtual station ports on CCM using the Skinny
Client Control Protocol (SCCP). Cisco developed a TSP that connects to the SCCP layer of
CCM. The SCCP layer is similar to the CTI layer and provides a communication channel to
CCM. All integration functionality remains the same when using this protocol and all TAPI
session and call control is served through the Cisco Unity-CM TSP and SCCP.

NOTE The Cisco TSP referred to is one that comes with the Cisco Unity product. This is different from
the Cisco-TSP that comes with Cisco CallManager.

Cisco Unity 4.0 uses SCCP to provide the call session and signaling information between CCM
and itself. This bidirectional communication between Cisco Unity and CCM takes place via the
Cisco Unity-CM TSP, a piece of software that opens and maintains that communication
channel. The TSP is installed on the Cisco Unity system. You can configure it by using the Cisco
Unity Telephony Integration Manager (UTIM) application.

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Integrating with DTMF

A telephone system (PBX, using a DTMF integration) sends a series of DTMF tones to the
voice-processing system that communicates information needed for call forwarding to personal
greeting and easy message access. The voice-processing system in turn sends DTMF packets
over the analog lines to the telephone system to tell it to turn the MWI on or off. It does not use
an RS-232 serial cable connection. Figure 9-5 illustrates a DTMF integration.

Figure 9-5 DTMF Integration

PBX 2. Caller is Sent to Cisco Unity

4. If Unanswered, Caller is Sent to
Extension 1000’s Personal Greeting
CO Trunks
U
Two-Wire Telephone
1. Outside Caller Lines Cisco Unity
Server
3. Cisco Unity Attempts to Transfer
Caller to Extension 1000

Ext. 1000
Telephones

When a call initially comes in to Cisco Unity and the caller hears the general greeting from the
Cisco Unity AutoAttendant, the caller enters an extension. The system then places the caller on
hold and dials the extension listed in the subscriber’s page for the extension ID (extension 1000
in Figure 9-5). Once the caller is on hold, Cisco Unity pulses out the extension and then either
waits on the line and listens for ringing (supervised transfer, as referred to in the System
Administrator [SA] web page) or releases the call (release to switch, sometimes also referred
to as blind transfer). If the call goes unanswered for the specified number of rings (either in
Cisco Unity’s or the PBX’s programming, dependent on the transfer type used), the call comes
back to Cisco Unity. In the case of a supervised transfer, Cisco Unity still has control of the call,
so it sends the call directly to the personal greeting. In the case of a release to switch, Cisco
Unity answers as if it is a new incoming call and the PBX pulses out in DTMF packets the call
forwarding digits needed by Cisco Unity to play the correct subscriber’s personal greeting.

Integrating with SMDI

An SMDI integration usually uses an RS-232 cable to connect the voice-mail system and the
telephone system. The serial cable plugs into the voice-processing system, which in this case
can be a Cisco Unity system on one end and the telephone system on the other. This is also
known as out-of-band signaling because the information about the call is carried on a different

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 Understanding the Types of Cisco Unified Communications Integrations 243

path than the voice traffic. In contrast, an in-band (DTMF, for example) solution carries the
information about the call on the same path that carries the voice traffic.
SMDI integrations (using a serial cable) have a 100-foot connection limit that is determined by
the technical specifications of the RS-232 standard. If you are using Centrex lines, where the
central office serves, in effect, as an off-site PBX, having a dedicated line connected by modems
at each end allows you to bypass the 100-foot limit. You can also use modems on site to bypass
the RS-232 limit. The serial packets sent are sometimes referred to as SMDI packets. This is
the standard protocol used by Centrex, but it is also used by the NEC 2000 and the NEC 2400
telephone systems, among others.
A serial integration is more difficult to configure because of the variables involved: telephone
system programming, cable configurations, and COM port configurations. Once it has been set
up, it is both extremely reliable and quicker than a DTMF integration, particularly in the area
of servicing MWI requests. Figure 9-6 illustrates an SMDI integration.

Figure 9-6 SMDI Integration

PBX
RS-232 Cable

CO Trunks
U
Two-Wire Analog Telephone
Lines Cisco Unity
Server

Telephones

Integrating with PBXLink

The PBXLink box provides an integration solution for several telephone systems, among which
are the Avaya Definity Gx and the Nortel Meridian 1. The PBXLink box works in conjunction
with the voice boards inside Cisco Unity. The voice boards used in the integration are the
standard boards available for Cisco Unity systems. Which boards are used depends on a
configuration that makes most efficient use of slots in the server.
The voice boards used with the PBXLink use PCI slots. The PBXLink connects to the telephone
system by using digital lines. Analog lines connect the PBX to the voice boards, which together
provide a channel for all the voice and DTMF traffic. The integration information travels to
Cisco Unity via an RS-232 cable between it and the PBXLink box.

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You attach the PBXLink to the PBX via digital lines and program them on the PBX side. The
PBXLink uses the busy indicators to determine which analog lines between the PBX and the
voice-mail system are busy. Also, when calls arrive at the voice-mail system, the PBXLink
gathers the call information from the display of the digital set.
The PBXLink reads the digital information about the call (the called party’s extension, the
reason for the forward, and the calling party’s extension on internal calls), translates that into
SMDI packets, and sends the information through the RS-232 cable to voice mail. The
PBXLink box sends the information about the call (for example, which personal greeting to
play when a call forwards to voice mail on a ring with no answer) across the RS-232 cable. The
PBX sends the call to the voice-messaging system through the analog lines that connect the
voice boards and the telephone system. Figure 9-7 illustrates a PBXLink integration.

Figure 9-7 PBXLink Integration

PBX Link
PBX Digital Lines RS-232 Cable

Digital Information SMDI Packets

CO Trunks
U
Two-Wire Telephone
Lines Cisco Unity
Server

Telephones

Integrating with SIP

SIP is a peer-to-peer Internet Engineering Task Force (IETF) standard that is designed for
multimedia calls over IP.
A SIP proxy server is a system that receives SIP requests from a client, such as a SIP-enabled
IP phone, and then forwards the requests on behalf of the client. These proxy servers receive
SIP messages, and then can forward them to other SIP servers. SIP proxy servers can provide
capabilities such as authentication, authorization, network access control, routing, reliable
request retransmission, and security. Figure 9-8 illustrates a SIP integration.

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 Understanding the Types of Cisco Unified Communications Integrations 245

Figure 9-8 SIP Integration

Cisco Unity MS Exchange

Server Message Store

LAN
Gateway Switch
PSTN
U

SIP Proxy
Server

SIP IP Phones

A Cisco Unity SIP integration uses a SIP proxy server to set up communication between the
voice messaging ports on the Cisco Unity server and the appropriate endpoint, such as an IP-
enabled phone. The communications occur through an IP network (LAN, WAN, or Internet) to
all SIP-enabled devices connected to it, a SIP-enabled gateway to the PSTN, and all phones
connected to it.
The proxy server sends the following information in the SIP message along with the forwarded
call:
• In the Diversion header, the extension of the called party
• In the Diversion header, the reason for the forwarded call
• In the Form header, the extension of the calling party (for internal calls) or the SIP URL
of the calling party (if it is an external call and the system uses caller ID)
You can use the UTIM to configure this integration.

Integrating with Dual Phone Systems

Compatibility among voice and unified messaging systems, the existing PBX equipment, and
IP telephony solutions is a primary concern for most enterprises. Users must experience
uninterrupted service and be offered a familiar interface to ensure a smooth migration from a
traditional PBX system to an IP telephony environment.

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Dual-switch integration provides an integration for customers who currently have a traditional
circuit-switched PBX and would like to migrate to CCM. This integration preserves a
customer’s investment in its circuit-switched infrastructure while simultaneously allowing for
migration to packet-switched technology at any pace the customer chooses. This allows
enterprises to operate in a hybrid environment while maintaining consistent voice-messaging
service across the organization. Figure 9-9 illustrates a dual-switch integration using Cisco
Unity and CCM.

Figure 9-9 Dual-Switch Integration

Cisco Unity
MS Exchange
Server Message Store
PBX SMDI Link SCCP
for
U CCM
Legacy Phone
Analog Lines

T-1 Line
LAN
Switch
PSTN

Gateway
Workstation
with Microsoft Outlook

Cisco
Manager
IP Phones

Cisco Unity solutions are designed to provide connectivity with CCM and existing PBX
equipment at the same time. In addition to connectivity, Cisco Unity solutions also support
complete voice-mail integration between both systems simultaneously.
Dual-switch integration can be used to connect CCM and a Cisco SIP proxy server. It is also
available for a Cisco SIP proxy server and a supported traditional circuit-switched PBX when
connecting with Cisco Unity.
The best source for information about the Cisco Unity and CCM integration in a dual-switch
environment is the Cisco CallManager Integration Guide series. These guides are available in
Adobe Acrobat PDF format from several sources. They are available at [Link] by
performing a search on “Cisco CallManager Integration Guide.”

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 Understanding the Types of Cisco Unified Communications Integrations 247

Integrating with Telephone Systems

The following are the currently supported telephone systems for Cisco Unity 4.0:
• Alcatel 4400 (DTMF)
• Avaya Definity G3 (DTMF)
• Avaya Definity Gx (PBXLink)
• Avaya Definity ProLogix (DTMF)
• CCM (IP)
• Cisco SIP Proxy Server (SIP)
• Centrex (SMDI)
• ECI Coral III (Serial)
• Ericsson MD-110 (Serial)
• Fujitsu 9600 (Serial)
• Intecom E14 Millenium (Serial)
• Matra 6500 (DTMF)
• Mitel SX-200, SX-2000 (DTMF) ONS
• NEC NEAX 2000, 2400 (Serial) MCI
• Nortel Meridian 1 (PBXLink)
• Siemens 9751 9006i (DTMF)
• Siemens Hicom 300 (DTMF)
• Syntegra ITS (SMDI)
• Syntegra ITS (SMDI)
You can find this list by visting the following website:
[Link]
prod_configuration_guides_list.html
Cisco conducts extensive testing before qualifying a telephone system for use with Cisco Unity.
Telephone systems are tested under many different call scenarios, and troubleshooting
information is created. Therefore, Cisco TAC will not support systems that are not first
qualified. If you do decide to install Cisco Unity with a nonsupported telephone system, you
will be responsible for all integration issues on that system.

Using Messaging Ports in a Cisco Messaging System

The Cisco Unity voice-mail ports are a crucial part of general setup. Ports are also referred to
in many of the Cisco Unity documents as sessions. The term port is from the telephony world,

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248 Chapter 9: Cisco Unified Communications Integrations

referring to when a physical connection is made between the voice-mail system and the
telephone system. Session is the term used in the IP telephony world.
In essence, a messaging port is an open communications channel between the telephone system
and Cisco Unity. When Cisco Unity answers a PSTN call or a user calling to check messages,
Cisco Unity uses a port. In other words, Cisco Unity requires one port for every simultaneous
telephone call you expect it to handle. Determining how many ports you require depends on
your client’s corporate messaging needs. Such features as AutoAttendant, Audiotext, and
Message Notification, and whether it is a DTMF integration, all can affect the number of ports
required.
In CCM, you configure each Cisco Unity messaging port as a voice-mail port. In circuit-based
PBX integrations, the Cisco Unity messaging ports are analog extensions with one extension
used per port.

Defining Messaging Ports Configuration Options

There are various settings for the Cisco Unity messaging ports.
Figure 9-10 shows the Ports Configuration page from the System Administrator (SA) tool.
When you open the SA, on the left-hand side you will see a list of links. Scroll to the bottom
and you will see the Ports link. Click it to go to the Ports page.

Figure 9-10 Ports Configuration

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 Understanding the Types of Cisco Unified Communications Integrations 249

The following is a list of the settings configured for each messaging port:
• Enabled—This setting means that the port is in service. If this setting is unchecked, the
port is out of service. In that scenario, the caller who reaches that port receives ringing
tones but Cisco Unity does not answer. You might uncheck this setting if you are having
issues with that particular port or extension from the telephone system and you do not
want callers to access that port. You should remove that port from the hunt group you
created, to prevent such a scenario from happening.
• Answer Calls—This setting means Cisco Unity will answer a call received on this port.
This can be either a call coming in from the PSTN or an internal call coming from a
subscriber’s office extension number. Unchecking this setting means Cisco Unity will not
accept an incoming call on this port.
• Message Notification—This setting allows the Cisco Unity port to dial out calls for
message notification, such as to a pager, mobile phone, or text pager. Dialouts are subject
to Restriction Table settings. Simply saving this information will enable this function.
• Dialout MWI—This setting allows the Cisco Unity port to dial out the message lamp on
and off codes that are associated with telephone systems. Typically, the last few ports are
reserved for dialout and outbound MWI traffic only because this type of traffic will not
interfere with calls Cisco Unity is receiving. By default, however, all ports are enabled for
this functionality. The number of recommended ports varies for this depending on the size
of the deployment and how Cisco Unity will be used.
• TRAP (Telephony Record and Playback) Connection—This setting is used during
telephone recording and playback of greetings through the Media Master in Cisco Unity.
The Media Master is used when recording or playing greetings using the Cisco Unity
Assistant or through System Administration screens. Unchecking this setting for all ports
would require each user to use the microphone of their PC’s multimedia device for record
and playback.
• AMIS (Audio Messaging Interchange Specification) Delivery—AMIS is a protocol
that uses analog lines to exchange voice messages between voice-mail systems that
support AMIS. Cisco Unity supports the Audio Messaging Interchange Specification
analog (AMIS-a) protocol. The AMIS Delivery setting is available on systems that are
licensed for AMIS. When using AMIS Networking, this setting affects outbound AMIS
calls only. This is used for delivering voice-mail messages to target voice-messaging
systems. More information is available in Chapter 10, “Unified Communications
Networking.”
Each Cisco Unity messaging port can be configured to one or more of these five settings:
Enabled, Answer Calls, Message Notification, Dialout MWI, and TRaP Connection. AMIS
Delivery is an optional setting that is available if your Cisco Unity system contains an AMIS
license. How the individual ports on your Cisco Unity are configured will depend on your
corporate messaging needs. Some considerations are discussed in the next section.

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Configuring Messaging Ports

The determining factor on how to configure the Cisco Unity ports is your client’s corporate
messaging needs. As you have seen, Cisco Unity is feature rich and your use of these features
directly impacts how the ports will be configured.
The AutoAttendant feature can affect the port configuration by requiring the Answer Calls
setting to be used on all ports. To ensure that callers do not receive a busy signal when calling,
you would want as many ports as possible set to answer those calls.
The Message Notification feature of Cisco Unity can greatly increase the dialout usage of the
ports. As you know, subscribers have the option of having up to 13 different message
notification devices configured to notify them when they have messages in their mailbox. If a
port is not available, the message notification will be queued and a user’s notifications may be
delayed. How long the delay is will depend on how many message notifications are queued.
If the Dialout MWI setting is not selected on a sufficient number of Cisco Unity ports, there will
be a delay of the lighting and extinguishing of MWIs on the user’s telephone. This may result
in user complaints of delayed messages (messages in their mailboxes but the lamps not being
lit) or that lamps are not going out after they retrieve their messages. These scenarios can occur
on those installations that use DTMF or (to a much lesser extent) IP integrations. (Serial- and
PBXLink-type integrations do not use Cisco Unity messaging ports to light message waiting
lamps. However, at least one messaging port must be configured for MWIs).
As a guide, 25 percent of Cisco Unity messaging ports should be set for Dialout MWI for
DTMF integrations. This can be adjusted if issues arise or if corporate needs have specific
requirements.
As a guide for IP integrations, one Dialout MWI port should be configured for every 16 ports
of the Cisco Unity system. Although the Cisco Unity port is not sending out Touch-Tones to
light lamps on an IP integration, the channel still needs to be open.
Using TRaP for hearing voice messages can also have an impact on port usage. If not enough
ports are configured for TRaP, some users will receive an error such as, “Unknown problems
are preventing the completion of this call.” Those users then need to use their PC’s multimedia
microphone to record greetings during that session, or they can call back when a port becomes
available.

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 Chapter Review Questions 251

Chapter Summary
In this chapter, you learned the attributes that make up Cisco unified communications
integrations, the types of Cisco unified communications integrations, and the different uses and
types of configurations for messaging ports in a Cisco messaging system. Specifically, you
learned the following:
• The attributes of a communications integration
• The integration between Cisco Unity and CCM
• The integration between Cisco PA and CCM
• A dual telephone system integration
• The supported Cisco Unity telephone systems
• Define a Cisco Unity messaging port
• Describe Cisco Unity messaging port configurations
• Define guidelines for Cisco Unity messaging port settings
For additional information on the topics presented in this chapter, refer to the following
resources:
• Cisco CallManager Integration Guide
• Cisco Personal Assistant Administration Guide
• Various Cisco Unity Integration guides
• Cisco Unity System Administration Guide
These references can be found by going to [Link] and performing a search.

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 Name the three main integration features present when integration between Cisco Unity
and a PBX takes place.
2 What communications protocol does Cisco Unity use to communicate with Cisco
CallManager?
3 When using PA, what type of ports must you configure in CCM?

4 List at least three types of integration that Cisco Unity 4.0 uses to integrate with telephone
systems.
5 When using DTMF integration, what mechanism does Cisco Unity use to turn on a lamp
on a phone?
6 What type of cable does the SMDI integration usually use to send information about a
call?

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252 Chapter 9: Cisco Unified Communications Integrations

7 When using PBXLink integration, you attach the PBXLink box to the PBX using what
type of lines?
8 In Cisco Unity, what is another name for a messaging port?

9 What is the TRaP Connection setting used for on the Cisco Unity messaging ports?

10 List at least three telephone systems that Cisco Unity 4.0 currently supports.

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From the Library of David Alfaro Cordova

Upon completing this chapter, you will be able to perform the following tasks:
• Describe how messages are delivered and directories are replicated
• Describe how Simple Mail Transfer Protocol (SMTP), Audio Messaging Interchange
Specification (AMIS), Voice Profile for Internet Messaging (VPIM), and the Cisco
Unity Bridge are used to deliver messages
• Describe addressing options in Cisco Unity
• Select which scenarios would appropriately use blind addressing in Cisco Unity from
a list of possible scenarios
• Describe the advantages of the Cisco Unity networking capabilities
• Create and use Internet, AMIS, VPIM, and Bridge subscribers

From the Library of David Alfaro Cordova

 CHA PTER
10
Unified Communications
Networking
This chapter covers the networking components that are used with Cisco Unity to establish
communication with other messaging systems for voice mail, e-mail, and fax.
Messaging within an organization is vital for everyday business, with each organization
having specific requirements and needs to exchange information internally and externally.
This chapter explores the different ways in which Cisco Unity can be set up to provide
connectivity to other Cisco Unity systems and to non–Cisco Unity recipients, and describes
the components involved. It contains basic and advanced areas of Cisco Unity networking
with Microsoft Exchange and Lotus Notes.

Cisco Unity Networking Fundamentals

This section explores the areas that are important to networking with Cisco Unity. It
explains directory replication, location objects, dialing domains, and the different types of
networking offered by Cisco Unity.
Before you implement networking between Cisco Unity and other messaging systems
(which may include another Cisco Unity server), you must first understand the basic
concepts and terminology on which it is built. This section defines all the fundamental
concepts for each of the later sections that concentrate on specific implementations of
networking.
To benefit fully from this section, it is recommended that you have these prerequisite skills
and knowledge. (If you need a quick review of either topic, see Chapter 1, “Cisco Unified
Communications System Fundamentals,” where you can find more information.)
• An understanding of the standard features of Cisco Unity
• An understanding of the Cisco Unity call flow

Defining Cisco Unity Networking

In Cisco Unity, “networking” is the general term for defining messaging between Cisco
Unity servers and Cisco Unity and other messaging systems. In these cases, messaging
systems may include voice mail, e-mail, and fax messaging.

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256 Chapter 10: Unified Communications Networking

In Cisco Unity Version 3.x and earlier, networking had a limited meaning. It referred only to
the capability of one subscriber to call into voice mail and address a message to another
subscriber residing on a remote Cisco Unity server. This server may have been in a remote
Exchange site. Cisco Unity 4.0 expands the definition of networking by adding more
capabilities, which are described next. Whether or not you can use each of the new capabilities
depends on the type of telephone switch network you are using and the configuration of your
mail store.
In a Cisco Unity networked environment, any subscriber can leave a message for any other
subscriber in the organization by name or extension. Callers can dial into any Cisco Unity
server and the Cisco Unity Automated Attendant will transfer that call to the correct subscriber
in the organization, regardless of which Cisco Unity server the called subscriber is associated
with. Outside callers can also dial into any Cisco Unity server and find any subscriber by name
in the directory and be transferred to them, regardless of which Cisco Unity server the
subscriber is homed to. Finally, any number of Cisco Unity servers can be bound together in a
dialing domain so that subscribers can address messages and perform auto-attendant transfers
simply by dialing the same number they use to reach that person through the telephone system.
Figure 10-1 illustrates the different types of networking that Cisco Unity is capable of handling.

Figure 10-1 The Different Types of Cisco Unity Networking

Digital

SMTP

VPIM
U U

Cisco Unity Cisco Unity

AMIS
System or Other Target
Messaging System

Bridge

The main goal of networking in Cisco Unity is to deliver messages from a Cisco Unity server
to a target, and from the target to a Cisco Unity server. The experience that a user has is very
simple: the caller leaves a message for someone who is a subscriber on the system. The caller
does not need to know what type of server the subscriber resides on, nor where they are
physically located. The target server may not even be a Cisco Unity server, in which case
communication protocols and software setup are used to make that message transfer to the
remote messaging system once the user leaves the message. This makes it transparent to the
user who is leaving a message.

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 Cisco Unity Networking Fundamentals 257

Understanding Cisco Unity Networking Communication Methods

Cisco Unity has five different types of networking communication methods available, each of
which enables Cisco Unity to be connected to a variety of other messaging systems for delivery
of messages. The type of networking used with Cisco Unity depends on the target server the
subscriber’s message needs to be delivered to. The following list presents a brief look at each
type of target server and the method used to reach it:
• Digital networking—Can be used if an organization has several Cisco Unity servers and
requires that subscribers communicate with each other. It is implemented when all the
servers are part of the same global directory on a network.
• SMTP—Can be used if the target server is a Cisco Unity system and it uses a separate
global directory. If the target server is a different type of messaging server that is capable
of receiving SMTP mail, it is also a candidate for SMTP networking. The major difference
in sending messages to another Cisco Unity server and sending messages to any other
server is the appearance of the message when it arrives at the target server. If a voice
message is sent to a Cisco Unity server, it retains all of its voice-mail attributes (that is, a
subscriber can listen to it over the telephone). If the other target server is a different e-mail
server, then the voice message arrives as an e-mail message with a WAV file attachment.
• AMIS-analog (AMIS-a)—Can be used to connect Cisco Unity and other AMIS-a-
compliant voice-mail systems. It is a widely available type of networking. This protocol
uses an analog method to exchange messages between each messaging system. Phone
calls are placed between the voice-mail systems to deliver voice messages.
• VPIM—If the target voice-mail system supports the VPIM protocol, then this is the
preferred method of transferring messages between voice-mail servers. This is a digital
standard based on SMTP and the Multipurpose Internet Mail Extension (MIME) protocol.
Voice, text, and fax messages may be transferred between target servers.
• Bridge networking—The ideal method for transferring messages between Cisco Unity
and Octel voice-mail servers if the target voice-mail system is a supported Octel server.
Bridge networking uses VPIM and the MIME protocol with some proprietary extensions
to exchange messages with Cisco Unity. It uses the Octel analog messaging standard to
communicate with Octel servers. Voice messages can be transferred between messaging
systems.

Cisco Unity Digital Networking with IBM Lotus Domino

Digital networking can be used in a Cisco Unity 4.0 and Domino environment. It is enabled on
every Cisco Unity server, and it can be easily configured. Besides the digital networking
requirements, the other required configuration is of the primary location object on each server.
The primary location object is a system object, created by default when Cisco Unity is installed,
and it cannot be deleted. It contains the information each Cisco Unity server requires to send

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258 Chapter 10: Unified Communications Networking

messages to other servers. You can find the primary location object in the Cisco Unity
Administrator, located under Network.
Figure 10-2 illustrates the Primary Location page of a Cisco Unity system.

Figure 10-2 Primary Location Page

A dialing domain is a collection of Cisco Unity servers that are either served by the same
telephone system or are attached to a networked telephone system. Dialing domains allow an
organization to deal with overlapping dial plans.
Further information about the requirements for, and configuration of, digital networking is
given in the section “Implementing Digital Networking in Cisco Unity” later in the chapter.

Understanding Cisco Unity for Exchange Networking

With the addition of Internet Voice Connector (IVC), Cisco Unity 4.0 for Exchange is capable
of the full range of networking solutions. Users may send messages to subscribers residing on
other Cisco Unity servers, on SMTP servers, on VPIM-compliant messaging servers, on AMIS-
a-compliant voice-mail servers, or on Octel voice-mail systems that are using the Octel analog
protocol. The following sections explore the capabilities and configuration of each of these
networking solutions. They also discuss when and how the IVC software is used with Cisco
Unity and the other messaging systems.

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 Cisco Unity Networking Fundamentals 259

Using IVC for Exchange

IVC allows two Cisco Unity systems to send and receive voice messages as SMTP mail, while
preserving the Cisco Unity attributes within the message. It also allows Cisco Unity to
communicate with SMTP servers, Octel voice-mail systems, VPIM-compliant voice-mail
servers, and AMIS-a-compliant voice-mail systems. The data objects within the location object
define the type of communication used. Whenever you specify another Cisco Unity as the
destination type, the SMTP message is packaged with binary data that identifies the mail as a
Cisco Unity voice-mail message to the receiving machine (another Cisco Unity server). The end
result is that the message may be played over the telephone, as well as played and managed by
ViewMail for Outlook (VMO). The messages do not appear as an attached WAV file to
subscribers.
IVC is a separate installation from Cisco Unity and is located on the Cisco Unity Installation
CD-ROM. After you install IVC, it appears as an Exchange connector object similar to Internet
Mail Service (IMS in Microsoft Exchange 5.5) or SMTP Connector (Microsoft Exchange 2000,
and is a Windows NT service as well). Thus, an entry is created in the Exchange Gateway
Address Routing Table for a message type of VOICE. Because IVC uses SMTP, it requires the
IMS connector to function properly in Exchange 5.5.
If you are upgrading to Cisco Unity 4.0, then you should use the latest connector. It is also
important that you have only one connector installed. Instructions for removing earlier versions
of the connector differ from the instructions for removing the most current connector. You can
find these instructions at [Link] in the Networking in Cisco Unity Guide (with Microsoft
Exchange).
If you install IVC after you have established subscribers on your Cisco Unity system, and that
system will be a remote location (or AMIS location) to other Cisco Unity systems, you need to
run the Extension Address Utility to generate the proper addresses for your subscribers. To
locate this utility, choose Start > Programs > Unity. It creates user addresses of the type
VOICE and SMTP, both necessary for blind addressing. Once you install IVC, any new
subscribers who are added to Cisco Unity automatically have those addresses generated for
them as a part of the normal subscriber creation process. If you change your location ID or
domain name after creating extension addresses, you need to rerun the utility to create correct
addresses. Instructions for running the utility are located in the Cisco Unity System
Administration Guide.

Understanding Message Transfer and Directory Replication

This section explains in general the message transfer and directory replication process in a
messaging environment. In addition, this section describes Cisco Unity’s interactions with
Active Directory (AD) in Microsoft Windows 2000.
Figure 10-3 illustrates the message transfer and directory replication process.

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260 Chapter 10: Unified Communications Networking

Figure 10-3 Message Transfer and Directory Replication Process

Directory

Chicago
E-mail
Seattle Server1
E-mail
Server1
SQL SQL
Chicago
E-mail
Seattle
Server2
E-mail
Server2 U
U Chicago
E-mail
Server3 Cisco Unity
Cisco Unity

Message
Seattle Transfer Chicago

Figure 10-3 is a high-level, conceptual diagram of the connection between two Cisco Unity
servers installed on a corporate network. It contains a Cisco Unity server on each site, Chicago
and Seattle. In addition, there are several back-end e-mail servers at each site. These servers all
share a global directory that contains information about the mail users. This is also the
subscribers’ mail store where users can gain access to their messages, monitor their mailboxes,
and leave messages. The key to this model is that all the employees in this organization share a
single directory, which is the global directory; thus, other sites can be added while maintaining
the same model.
Cisco Unity servers synchronize information in this directory with their local SQL database.
Information such as all mail users, Unity objects, and public distribution lists are examples of
the data that is kept in the SQL database. As a result, directory lookups across the organization
can take place very quickly because a copy is stored locally on each Cisco Unity server.
Earlier versions of Cisco Unity copied a large amount of information from SQL to the directory.
In Cisco Unity 4.0, that information has been reduced to a smaller set. Only information that is
needed to address messages to subscribers, find subscribers, and transfer calls to subscribers’
phones is now stored in the directory. The rest of the information is on the SQL database. The
type of information copied to the directory includes the following:
• First name.
• Last name.
• Display name.
• Recorded voice name.

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 Cisco Unity Networking Fundamentals 261

• E-mail alias.
• Fax ID. This ID is used when using third-party fax integrations. It allows faxes that are
intended for a particular subscriber to be sent directly to their mailbox.
• Primary ID. This ID is used when subscribers log on to their voice-mail boxes. It is usually
their extension number.
• Up to nine alternate IDs.
• Location object assignment.
• System ID. This identifies the Cisco Unity server the subscriber is associated with.
• Transfer string. This field identifies the exact digits that are necessary to ring the
subscriber’s phone during a transfer. This can include dual-tone multifrequency (DTMF)
digits, trunk access codes, and pauses. Each subscriber can have only one string.
If a subscriber is added in Seattle, the previous information, along with all the other subscriber
information, is written to the local SQL database. Replication is set between the database and
directory so that the items listed above are transferred to the directory periodically.
Now that the Seattle local SQL database and directory are in sync, the next step is to have the
SQL database in Chicago pick up the updated information from the directory. (If there were
another site, the same method would be used.) After all the SQL databases have received the
new information, a subscriber in Chicago can look up the new Seattle subscriber while in voice
mail. The subscriber can perform this either by name or by extension. When addressing a
message, the Chicago subscriber can also choose to hear the voice name of the intended
subscriber as confirmation.
In Figure 10-3, the direct message connections are limited to the servers in the local site. Any
subscriber can send messages to users outside the site by using the message transfer “cloud”
(that is, the Message Transfer Agent [MTA] in Exchange 5.5). However, you can log in and
access messages only on a server at your site. The same sort of limitations apply to Exchange
2000/2003 and Domino. Only the names of the defined boundaries will change.
The following sections examine how messages are transferred within and between Exchange
sites (for Exchange 5.5) and routing groups (for Exchange 2000/2003). Then, you learn how
Cisco Unity interacts with AD in Windows 2000 in terms of the directory replication process.

Intrasite Messaging in Exchange 5.5

If a particular site has only one Exchange server, all messages and directory information reside
on that server. However, if that site has more than one server, messages need to be delivered to
the appropriate home server, and each of the directories must be replicated across the servers.
To achieve this, Exchange relies on the Directory Service (Exchange 2000/2003 uses AD
instead) to provide information about where the recipient is homed.
The home server for a recipient is specified when they are created. However, an administrator
may modify which server is the recipient’s home server at any time. This server is where the

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recipient’s mail is physically kept on disk for retrieval. Once a server is added to a site, directory
replication occurs automatically so that each server on the site knows the list of recipients on
every other server at that site. Directory replication occurs approximately every 5 minutes and
typically does not need to be modified. Figure 10-4 illustrates the process of delivering a
message within an intrasite messaging Exchange 5.5 environment.

Figure 10-4 Intrasite Messaging Exchange 5.5

Org: Gollywood Productions

Site: Seattle

Exchange1 Exchange2

SA SA

4 6
MTA MTA
2 Fred 5 Joe
IS 3 IS

DS 1a DS

1 "Send" To Joe 7 "You've Got Mail"

Fred’s Outlook Client Joe’s Outlook Client

Message: To Joe Message: From Fred

The numbers of the steps in the following list correspond to those in Figure 10-4:
1 Fred, in Exchange1, composes a message, addresses it to Joe, and sends it. (Step 1a is a
recognition that Exchange 5.5 servers within a site replicate information automatically.)
2 The Exchange1 IS (Information Store) sends a message to the MTA for delivery to a
remote Exchange server.
3 Exchange1’s MTA performs a directory lookup in the DS and finds the distinguished
name of the remote server’s MTA.
4 The Exchange1 MTA opens an association (connection) with the Exchange2 MTA and
delivers the message.
5 The Exchange2 MTA performs a directory lookup in the DS and finds that Joe’s mailbox
is homed locally.

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 Cisco Unity Networking Fundamentals 263

6 The Exchange2 MTA delivers the message to the IS.

7 Joe sees a new message from Fred show up in his mailbox.

All directory services within a site communicate with each other directly to maintain the
Exchange directory synchronization. This occurs about 5 minutes after a change.

Intersite Message Passing and Directory Replication

There are many similarities between connecting multiple servers in a site and connecting
multiple servers at multiple sites, but a few differences do exist. In a multiple-site environment,
an Exchange administrator between the sites must set up messaging connectors and directory
replication connectors. Some of the messaging connectors for Exchange 5.5 are site connectors,
X.400 connectors, IMS connectors, and Dynamic Remote Access Service (DRAS) connectors.
Determining the best messaging connector is important because each provides different sets of
features and functionalities. For example, some connectors for Exchange 5.5 have user and
message size restrictions.
After you set up the site connectors, your next step is to configure the proper directory
replication connectors. This configuration varies based on the organization’s topology. The
directory replication connector uses the messaging connector to send its directory replication
messages. Therefore, the messaging connector must be in place before the directory replication
connector is set. Directory replication between sites is scheduled to occur every 3 hours by
default, but may be accelerated. Upon initial installation of the directory replication connector,
directory replication occurs within a few minutes and typically does not need to be accelerated.
After the initial replication, only changes are sent on subsequent updates to the directory. Once
directory replication is completed, subscribers can address messages to anyone in the
organization by accessing either the Cisco Unity telephone directory conversation or the
Exchange-based global address list (GAL).
Figure 10-5 illustrates how messages are passed within an Exchange 5.5 organization with
multiple sites and servers.
The numbers of the steps in the following list correspond to those in Figure 10-5:
1 Fred composes a message, addresses it to Joe, and sends it.
2 The Exchange1 IS sends a message to the MTA for delivery to a remote Exchange server.
3 Exchange1’s MTA performs a directory lookup in the DS and finds the distinguished
name of the remote server’s MTA.
4 The Exchange1 MTA notices that Joe’s home server is at the remote site Los Angeles and
selects the site connector. The Exchange1 MTA sees that it must send all mail using the
site connector to the site connector bridgehead, Exchange2.
5 The Exchange2 MTA performs a directory lookup in the DS, realizes that it must pass this
message to the remote site Los Angeles, and uses the site connector.

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264 Chapter 10: Unified Communications Networking

Figure 10-5 Intrasite Message Passing and Directory

Org: Gollywood Productions

Site: Seattle Site: Los Angeles

Site Connector Site Connector

Bridgehead Target
Exchange1 Exchange2 Exchange3 Exchange4
6
SA SA SA SA

4 Site Connector 8 10
MTA MTA MTA MTA
2 Fred 5 9 Joe
IS 3 IS IS 7 IS

Directory
DS DS DS DS
Replication
Directory Connector Directory
1 "Send" To Joe Replication Replication 11 "You've Got Mail"
Bridgehead Bridgehead
12

Fred’s Outlook Client Joe’s Outlook Client

Message: To Joe Message: From Fred

6 Because Exchange2 is the site connector bridgehead, MTA makes a connection to the Los
Angeles site connector target server, Exchange3, and delivers the message.
7 Exchange3’s MTA performs a directory lookup and sees that Joe’s home server is
Exchange4.
8 Exchange3’s MTA passes the message to the Exchange4 MTA.

9 Exchange4’s MTA performs a lookup and sees that Joe is homed on Exchange4.
10 Exchange4 MTA passes the message to the IS.

11 Joe sees a new message appear in his inbox.

12 Directory replication occurs.

In order for directory replication to occur between sites, you must install the directory
replication connector after you install a site connector. As part of the installation process, you
must define a bridgehead server at each site. Replication between these bridgehead servers then
occurs once every 3 hours by default. This number may be changed in the connector’s
properties pages. All directory service changes are sent between bridgeheads as mail messages.
The local MTAs are responsible for delivery.

Intrarouting Group Message Passing and Directory Replication

Routing groups are used in Exchange 2000 to carry out functions that are similar to what is
referred to as sites in Exchange 5.5. If a server in a routing group is the only server, all messages
and directory information reside on that server. However, if two or more servers exist in a

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 Cisco Unity Networking Fundamentals 265

routing group, messages must be delivered to the correct home server and the directories must
be accessed.
To accomplish delivery of messages, Exchange 2000 relies on AD to provide information about
where the recipient is homed. The home server for a recipient is specified when the recipient is
created, but may be modified by an administrator at any time. This is the server where the
recipient’s mail is physically kept on disk for retrieval. Once a server is added to a site, directory
information is shared automatically so that each server at the site knows the list of recipients on
every other server. Directory information is available automatically to all servers that are
members of the same forest. The manner in which messages are passed within an Exchange
2000 routing group with multiple servers is illustrated in Figure 10-6 and described next.

Figure 10-6 Routing Group Messaging: Exchange 2000

Active Directory
Org: Gollywood Productions
Routing Group: Seattle
3
5
Exchange1 Exchange2

SA SA

SMTP 4 SMTP
2 Fred 6 Joe
IS IS

1 "Send" To Joe 7 "You've Got Mail"

Fred’s Outlook Client Joe’s Outlook Client

Message: To Joe Message: From Fred

The numbers of the steps in the following list correspond to those in Figure 10-6:
1 Fred composes a message, addresses it to Joe, and sends it.
2 The Exchange1 IS sends a message to the SMTP server for delivery to a remote Exchange
server.
3 Exchange1’s SMTP server performs a directory lookup in AD and finds the distinguished
name of the remote server’s SMTP server.
4 The Exchange1 SMTP server opens an SMTP connection with the Exchange2 SMTP
server and delivers the message.

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266 Chapter 10: Unified Communications Networking

5 The Exchange2 SMTP server performs a directory lookup in AD and finds that Joe’s
mailbox is homed locally.
6 The Exchange2 SMTP server delivers the message to the IS.

7 Joe sees a new message from Fred show up in his mailbox.

AD handles all directory services within a Windows 2000 forest, which maintains a one-to-one
correspondence with the Exchange organization. The time it takes to replicate information
varies depending on the links between servers and groups in Windows 2000. Inside a routing
group, all servers should be on fast, permanent LAN links, so that replication of updated
attributes for the directory objects takes place every 5 minutes.

Routing Group Message Passing

There are many similarities between connecting multiple servers in a routing group and
connecting multiple servers in multiple routing groups, but there are a few differences. In a
multiple routing group environment, routing group connectors must be set up between the
groups. The Exchange administrator configures this. Bridgehead servers must be set up in both
routing groups, and a cost needs to be configured for each route. Multiple routing group
connectors can also be set. This enables you to continue to deliver messages if the primary link
between the routing groups is not available.
The manner in which messages are passed within an Exchange 2000 organization with multiple
routing groups and servers is illustrated in Figure 10-7 and described next.

Figure 10-7 Routing Group Message Passing and Directory Replication: Exchange 2000

Org: Gollywood Production

Routing Group: Seattle Routing Group: Los Angeles

Routing Group Routing Group

Bridgehead Bridgehead
Exchange1 Exchange2 Exchange3 Exchange4
6
SA SA SA SA
Routing
4 Group 8 10
SMTP SMTP SMTP SMTP
Connector
2 Fred Joe
IS IS IS IS

1 "Send" To Joe 3 11 "You've Got Mail"

7 9

Fred’s Outlook Client Active Directory Joe’s Outlook Client

Message: To Joe Message: From Fred

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 Cisco Unity Networking Fundamentals 267

The numbers of the following steps correspond to those in Figure 10-7:

1 Fred composes a message, addresses it to Joe, and sends it.
2 The Exchange1 IS sends a message to the SMTP server for delivery to a remote Exchange
server.
3 Exchange1’s SMTP server performs a directory lookup in AD and finds the distinguished
name of the remote server’s SMTP server.
4 The Exchange1 MTA notices that Joe’s home server is in a different routing group, Los
Angeles, and, after consulting its internal link-state table, selects the least-cost routing
group connector. The Exchange1 SMTP server sees that it must send all mail using the
routing group connector to the group bridgehead, Exchange2.
5 The Exchange2 SMTP server performs a directory lookup in AD, realizes that it must pass
this message to the routing group Los Angeles, and uses the connector.
6 Because Exchange2 is the connector bridgehead, its SMTP server makes a connection to
the Los Angeles connector target server, Exchange3, and delivers the message.
7 Exchange3’s SMTP server performs a directory lookup and sees that Joe’s home server is
Exchange4.
8 Exchange3’s SMTP server passes the message to the Exchange4 SMTP server.

9 Exchange4’s SMTP server performs a lookup and sees that Joe is homed on Exchange4.

10 Exchange4’s SMTP server passes the message to the IS.

11 Joe sees a new message appear in his inbox.

Replicating AD
AD is a directory service that is supported and used by Windows 2000. It stores a large and
customizable set of objects, such as user objects. These objects can then be tracked and located
on the network. Objects contain attributes, such as first name and last name. This service is fully
integrated with Exchange 2000 and takes advantage of it by storing its directory information
within AD. The ability to be customized is what Cisco Unity takes advantage of. This is why
the AD schema is extended during installation. All domain controllers in a forest contain a copy
of the same AD database. Once the initial directory is built, AD replicates changed or updated
attributes of an object to all other domain controllers in its forest. Once directory replication is
complete, subscribers can address messages to anyone in the organization by accessing either
the Cisco Unity telephone directory conversation or the Exchange-based GAL.
This section gives a detailed look at the way Cisco Unity interacts with AD.
Figure 10-8 illustrates two Cisco Unity systems in one AD forest.

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268 Chapter 10: Unified Communications Networking

Figure 10-8 Two Cisco Unity Systems in a Forest

Unity 1 Unity 2

SQL SQL

AvDirChangeWriter AvDirChangeWriter

AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Active Directory

A typical administrative action might be to add a new subscriber using the Cisco Unity
Administrator. Figure 10-9 illustrates adding a new user on the server called Unity 1.

Figure 10-9 New User Added in Unity 1

Unity 1 Unity 2
New User
SQL SQL
Added

AvDirChangeWriter AvDirChangeWriter

AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Active Directory

Once the administrator saves the data, it is written to Unity 1’s local SQL database. Figure
10-10 illustrates the process of user data being added to the SQL database.

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 Cisco Unity Networking Fundamentals 269

Figure 10-10 Data Added to SQL Database

Unity 1 Unity 2
New User
New SQL SQL
Added
Data

AvDirChangeWriter AvDirChangeWriter

AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Active Directory

The Unity 1 Directory Change Writer (the Cisco Unity AvDirChangeWriter service) sees the
data and sends the relevant pieces of it (detailed earlier, in the section “Understanding Message
Transfer and Directory Replication”) to AD, as shown in Figure 10-11.

Figure 10-11 AvDirChangeWriter Sends Data to AD

Unity 1 Unity 2
New User
New SQL SQL
Added
Data

AvDirChangeWriter AvDirChangeWriter
Sends New Data to AD
AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Active Directory

Now that the data is located in AD, it is replicated through the forest on its already established
schedule. Figure 10-12 illustrates how the information is distributed across AD.

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270 Chapter 10: Unified Communications Networking

Figure 10-12 Information Distributed Across AD

Unity 1 Unity 2
New User
New SQL SQL
Added
Data

AvDirChangeWriter AvDirChangeWriter
Sends New Data to AD
AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Active Directory

The Unity 2 server’s Global Catalog Monitor (the Cisco Unity AvDSGlobalCatalogMonitor
service) is a service that continuously monitors AD and notes any changes. Figure 10-13
illustrates how the Global Catalog Monitor service gathers new data from AD.

Figure 10-13 Global Catalog Monitor Picks Up the Change

Unity 1 Unity 2
New User
New SQL SQL
Added
Data

AvDirChangeWriter AvDirChangeWriter
Sends New Data to AD
AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Sees New Data in AD

Active Directory

The Global Catalog Monitor passes a message to the Directory Change Writer to send the
changes to the local SQL database in Unity 2. Figure 10-14 illustrates how new data is passed
on to the SQL database.

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 Cisco Unity Networking Fundamentals 271

Figure 10-14 AvDirChangeWriter Sends the Data to SQL Database

Unity 1 Unity 2
New User
New SQL SQL
Added
Data

AvDirChangeWriter AvDirChangeWriter
Sends New Data to AD Writes New Data to SQL
AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Sees New Data in AD

Active Directory

Any subscriber or outside caller who reaches Unity 2 can now address and send messages to
the new subscriber on Unity 1. Figure 10-15 illustrates how Cisco Unity becomes aware of a
new user on Unity 1.

Figure 10-15 Unity 2 Knows About the New Unity 1 User

Unity 1 Unity 2
New User
New SQL New SQL
Added
Data Data

AvDirChangeWriter AvDirChangeWriter
Sends New Data to AD Writes New Data to SQL
AvDSAD Monitor AvDSAD Monitor

AvDSGlobal Catalog Monitor AvDSGlobal Catalog Monitor

Sees New Data in AD

Active Directory

Digital networking in Cisco Unity 4.0 uses the process previously explained. Each Cisco Unity
server has a primary location object configured. All subscribers homed on that server are known
to all subscribers in the forest, and messages addressed from any Cisco Unity server in the forest
will be delivered. This makes digital networking easy to set up and efficient in terms of handling
delivery of messages.

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272 Chapter 10: Unified Communications Networking

Network Subscribers
This section details the options that are available for adding subscribers and presents a decision
tree for selecting the most appropriate type of subscribers.

Internet Subscribers
Internet subscribers are used for users who do not have a mailbox in the local message store.
They are used for digital networking and SMTP delivery. These subscribers can be manually
created by using the Cisco Unity Administrator, under Subscribers. The key parameters when
creating these subscribers are that the Subscriber Type must be set to Internet Subscriber and
the SMTP address must be set.
Exchange custom recipients, which are called contacts in Windows 2000 and Exchange 2000,
are the underlying mechanisms to implement Internet subscribers.
Internet subscribers do not have a local message store. That is because this subscriber’s message
store is actually located in a remote server. As a result, items such as phone passwords, private
lists, conversations, and message notification information are not kept in Cisco Unity.
Internet subscribers do have the option of having a recorded name and greeting, though. The
mailboxes created for these users in Cisco Unity are basically pointers to the remote server. The
SMTP address is the key information that allows messages to be addressed to the other server.
Basically, when a message is left for an Internet subscriber, that message is packaged and sent
to the user via e-mail using the Exchange 2000 SMTP gateway, called IMS in Exchange 5.5.
The end location could be any other mail server or even another voice-mail system.
When a caller leaves a voice-mail message for an offsite user, the offsite user appears to the
caller as if they are actually on site, whereas in fact they may be field technicians or outside
sales personnel who are not in the office. Internal users can also address a message to them by
using the GAL.
Internet subscribers can also be used to connect offices, without the need of directory
replications and message connectors. The administrator needs to individually define Internet
subscribers for each destination’s location. In organizations that have a large number of users,
blind addressing typically is the ideal choice because of the possible administrative overhead
involved.

AMIS Subscribers
AMIS-a is a voice-mail standard that is used between AMIS-a-compliant voice-mail systems
for communication. Cisco Unity 4.0 has the capability to interface with voice-mail systems that
support this protocol. AMIS subscribers, which are similar to Internet subscribers, are used in
Cisco Unity to represent a user on a remote messaging server. The main difference is that the
AMIS subscriber message store is homed on a different voice-mail system whereas the Internet

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 Cisco Unity Networking Fundamentals 273

subscriber message store is set up on another e-mail system. AMIS subscribers are set up as
contacts in AD or custom recipients in Exchange 5.5.
AMIS subscribers contain items that have similar limitations as Internet subscribers. All options
that relate to the local message store are unavailable. AMIS subscribers cannot log on to Cisco
Unity via the telephone or use the Cisco Unity Assistant to change personal settings. They also
cannot own local private lists, receive message notification, or receive message waiting
indicators (MWIs) through Cisco Unity. When messages are sent to an AMIS subscriber, the
message is sent to the other voice-mail system through calls via analog lines. Once the message
is sent to the other voice-mail system, it is up to the receiving server to provide a message store
and its features (that is, MWI and so on).
When you create an AMIS subscriber, you must set three key parameters: you must set the
Subscriber Type to AMIS subscriber, populate the remote mailbox number extension, and select
the location of the remote voice-mail system. (Normally, this would be the subscriber’s
extension number on the remote voice-messaging server.)

VPIM Subscribers
VPIM is another specification that is used by messaging systems to communicate with each
other. Cisco Unity 4.0 has the capability to interface with voice-mail systems that support this
standard. VPIM subscribers are similar to AMIS subscribers, as each does not have a local mail
store on the local Exchange server. The VPIM subscriber’s message store is located in a
different voice-mail system. The main difference between AMIS and VPIM subscribers is that
VPIM uses SMTP to deliver messages to the other voice-mail systems whereas AMIS uses
analog lines. VPIM subscribers would be set up as contacts in AD.
VPIM subscribers contain items that have similar limitations as AMIS subscribers. All options
that relate to the local message store are unavailable. VPIM subscribers cannot log on to Cisco
Unity via the telephone or use Cisco Unity Assistant to change personal settings. They also
cannot own local private lists, receive message notifications, or receive MWIs through Cisco
Unity.
When you create a VPIM subscriber, you must set three key parameters: set the Subscriber Type
to VPIM subscriber, populate the remote mailbox number extension, and select the location of
the remote voice-mail system. (Normally, this would be the subscriber’s extension number on
the remote voice-messaging server.)

Bridge Subscribers
Bridge subscribers in Cisco Unity 4.0 are used when interfacing with an Octel analog voice-
mail system. The Cisco Unity Bridge server is used as a networking gateway to connect to an
analog Octel network. Bridge subscribers are very similar to AMIS and Internet subscribers.
The main difference is that the Bridge subscriber’s message store resides on the Octel voice-
mail system.

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Bridge, VPIM, and AMIS subscribers all share the other features that regular Cisco Unity
subscribers do. An off-campus telephone number can be assigned to them and calls will be
transferred to that number. Callers can perform a directory lookup and leave a message for these
subscribers, although this can be restricted. They can also be part of distribution lists. The
availability of these different types of subscribers enables you to connect Cisco Unity to other
voice-mail systems while maintaining a transparent look and feel to outside callers.

Selecting Subscriber Addressing

This section provides information on the choices that are available when determining the best
implementation for particular scenarios.
The flowchart shown in Figure 10-16 represents a decision tree for choosing what type(s) of
subscribers to create on a Cisco Unity server. The choices are not mutually exclusive.

Figure 10-16 Choosing Subscriber Addressing

Are you
using
No No Networking
multiple
Needed
messaging
servers?
E-mail or Voice Mail No Use Blind AMIS
Is it an Octel
Voice Mail? Voice Mail? Addressing
Yes

No
Are they Do subscribers/ E-mail Yes
multiple No outside callers need
Unity to find them in the
servers? directory?
Use Blind SMTP Use Blind Bridge
Addressing Addressing

Yes
Yes

Are they on Voice Mail No No

the same E-mail or Is it an Octel Is it a VPIM Create AMIS
network No Use Blind Addressing with Voice Mail? Voice Mail? Voice Mail? Subscribers
(use the same SMTP Addresses
global
directory)?
E-mail Yes Yes

Create Internet Create Bridge Create VPIM

Yes Subscribers Subscribers Subscribers

Use Digital
Networking

If you connect messaging servers that are not Cisco Unity servers and you want callers to be
able to find those messaging servers’ subscribers in the directory, then you would implement
them as AMIS, VPIM, Internet, or Bridge subscribers. The one you should choose depends on
the target server. If the target servers are not Cisco Unity servers and you do not wish to have
the subscribers listed in the directory, then blind addressing is your best option.

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 Implementing Digital Networking in Cisco Unity 275

Blind addressing can be defined by; when a subscriber addresses a message to a location, once
the subscriber receives a confirmation that it has reached the proper location (the other
messaging server), the subscriber can blindly address a message to a remote subscriber.
If there are multiple different messaging targets in an organization, it may require several of the
subscriber addressing options.
After asking the administrator a series of three or four questions, you can determine which type
of target server and what kind of addressing to use. First, find out whether all the target servers
are Cisco Unity servers and, if they are, whether they all use the same global directory. If they
do, then implementing digital networking is the best choice. If not, blind SMTP addressing will
work best for you.

Implementing Digital Networking in Cisco Unity

Digital networking is a feature that allows subscribers to exchange voice messages among one
another in organizations that have multiple Cisco Unity servers in one global directory. This
section presents how to implement digital networking and the different components involved
based on organizational requirements.
Digital networking by default is enabled on every Cisco Unity server. It is important to
understand the basic concepts of digital networking and the details of how to implement it in
order to provide customers with the best solution for their specific needs.
To benefit fully from this section, it is recommended that you have these prerequisite skills and
knowledge:
• Knowledge of the Cisco Unity standard and optional features (see Chapter 1)
• Knowledge of Cisco Unity messaging call flow (see Chapter 1)
• Understanding of concepts presented in the “Cisco Unity Networking Fundamentals”
section of this chapter

Understanding Location Objects and Digital Networking

Location objects play an important role when you are using digital networking. When Cisco
Unity is first installed, the installation creates a default location called the primary location
object. It cannot be deleted, because it represents the local subscribers. As subscribers are added
to Cisco Unity, they become members of this location. The Cisco Unity Administrator allows
you to create additional location objects, called delivery locations, that represent other remote
messaging servers, including Cisco Unity systems. If a location is created on a Cisco Unity
server, the other Cisco Unity servers on the same AD forest will be able to see the new location.
Locations can be found in the Cisco Unity Administrator under Network.

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When a new location is created, this information is passed along to the global directory. Each
Cisco Unity server has a Directory Monitor service that checks the global directory for any
changes every 15 minutes. As a result, other Cisco Unity servers may not immediately see that
information.

NOTE The primary location object contains information that Cisco Unity needs to route messages
between Cisco Unity servers. Its name should reflect a geographical location.

Location objects can be grouped together using a property called a Dialing Domain ID. The
grouping together of location objects allows you to create a virtual group that spans multiple
Cisco Unity servers by assigning them all the same Dialing Domain ID. Location objects are
used to easily span sites or other networking boundaries and to provide “transparent” dialing
capabilities to customers that have networked telephone switches.

NOTE A Dialing Domain ID provides a way to group locations for purposes of performing searches.
This makes searches efficient because they do not have to be performed for the entire global
directory.

In Cisco Unity, subscribers and any other system objects can be associated only with the
primary location object that is created during initial installation. All other location objects are
used solely for addressing purposes.
When outside callers use the Cisco Unity directory, they are presented with a list of names that
includes members of the primary location object. Directory search options, which are also
called addressing options, can be configured so that all other administrator-created locations are
available to callers. Users who are associated with any location object other than the default
object may be added to public and private distribution lists or added to message address lists by
subscribers only.
When you define the primary location object, you give it a unique Dial ID. Creating a dial plan
for your organization that will result in callers reaching subscribers correctly and efficiently is
very important, so be sure that the Dial IDs do not conflict with previously assigned IDs.

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NOTE A Dial ID for a location is a unique numeric location identifier. By default, the minimum length
is three digits, but that can be changed. Its maximum is ten digits. If Dial IDs are set with one
or two digits, they may conflict with private distribution list IDs when searches are performed.

In the Cisco Unity Administrator, all location objects are visible within one global directory.
However, only the administrator can edit and delete the delivery location objects that were
created on their Cisco Unity system. Location objects that replicate from other sites are
read-only.
The original location object that is installed with the system (the primary location object) can
be edited but not deleted from the system. When primary location objects are replicated to the
other Cisco Unity servers, they appear as delivery location objects there. Primary location
objects should contain a meaningful name so that when they appear as delivery locations on the
other servers, they can easily be identified.

Implementing Digital Networking

Before you set up digital networking, you must meet some prerequisites, which this section
explains for both Domino and Exchange environments.
Subscribers who require digital networking must be able to access and address each other.
Practically, this means that in a Domino environment, all the partner servers must be in the same
Notes domain. Each Cisco Unity server monitors the primary Domino directory for the domain
[Link] file. In an Exchange environment, all servers must be members of the same AD
forest, be members of the same Exchange 5.5 site, or be members of sites in an Exchange 5.5
organization that are connected through directory replication.
When these conditions are met, all subscribers will be able to see all locations and subscribers
at the other locations.

Setting Up Digital Networking

Here is a quick list of the general steps involved when setting up digital networking:
Step 1 Make dial plan decisions based on the specific organizational requirements.

Step 2 Customize primary location objects on all Cisco Unity servers, which
controls which subscribers local users will be able to find.

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Step 3 Set search options.

Step 4 Add alternate extensions (optional).

Step 5 Set up Cisco Unity Automated Attendant transfers (optional).

An optional step would be to assign alternate extensions. One reason you may want to
implement the optional fourth step is to match an extension address with the number that other
subscribers use to call that extension directly. For example, if someone’s extension is 5445222
but subscribers dial 85445222 to reach them directly, you would enter 85445222 as an alternate
extension. Another reason you may want to add alternate extensions is to provide easy message
access (automatic sign-in to a subscriber account) from telephones other than the subscriber’s
primary extension.
If the Cisco Unity servers are attached to a networked telephone system, then you should follow
the optional fifth step to set up Cisco Unity Automated Attendant transfers. If each Cisco Unity
server is integrated with a separate phone system, this step is not necessary.

Using Search Options

Search options (also called addressing options) are configured on each of the primary locations.
These options are used to define how extensive a search may be in several cases, such as when
a local subscriber is addressing a message, when local subscribers are being added to public or
private distribution lists, when callers reach the local opening greeting for your company, or
when an outside caller is looking for a subscriber in the directory. The primary location on each
of the other servers performs the same function for that server’s local subscribers. These
locations work in conjunction with the dialing domain and global directory.
The administrator can limit the searches to the local server, the dialing domain (when the server
is part of one), or to the entire global directory, as shown in Figure 10-17. The searches are
normally configured based on the customer’s requirements. In addition, locations can also be
included when subscribers are searching for a subscriber. Basically, this allows them to dial the
Dial ID that is assigned to the remote location, before they enter the subscriber extension. These
options are located on the primary location addressing options. If the locations check box is
unchecked, the Dial ID of the remote location will not be found during a search.

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Figure 10-17 Search Options

Search Options for

Primary Location

Understanding Dialing Domains

In a networked phone system, subscribers can dial one another without having to use a trunk
access code or prefix. On a networked phone system, all extensions must be unique. If a
company has several Cisco Unity servers, with some attached to a networked phone system and
others attached to separate phone systems, then the networked phone systems and the separate
systems may have an overlapping dial plan. Cisco Unity addresses this issue by introducing
dialing domains in Cisco Unity 4.0. A dialing domain is a collection of Cisco Unity servers that
are integrated with the same phone system or phone system network. A dialing domain is a
group scheme that allows Cisco Unity to handle overlapping dial plans by having multiple
dialing domains.
Subscribers can address messages directly to subscribers who reside on other Cisco Unity
systems (and if alternate extensions are implemented, this number may be the same number
they use to reach the subscriber directly by telephone). Subscribers who are on any Cisco Unity
server within the dialing domain can be added to public or private distribution lists. Outside

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callers who dial in to any Cisco Unity server in the dialing domain can look up any subscriber
in the directory and be transferred to that subscriber. This assumes that the search scope has
been expanded to include the dialing domain.

Understanding SMTP Networking

SMTP networking is yet another powerful instrument that Cisco Unity uses to allow local
subscribers to send voice-mail messages to recipients who reside on remote servers. E-mail
users who are connected to the Internet can be sent voice mail. Even other Cisco Unity
subscribers who do not share the same directory as the local server can be sent messages in this
way.
Your organization may have specific needs for some of its voice-mail users. These needs may
require that you extend to someone outside the directory on which Cisco Unity resides the
ability to send a message. To meet these needs, SMTP networking enables you to extend this
capability to any messaging system on the Internet that uses SMTP.
To benefit fully from this section, it is recommended that you have these prerequisite skills and
knowledge:
• Knowledge of the Cisco Unity standard and optional features (see Chapter 1)
• Knowledge of Cisco Unity messaging call flow (see Chapter 1)
• Understanding of the concepts presented in the “Cisco Unity Networking Fundamentals”
section of this chapter

Using SMTP Networking

SMTP, which is defined by Internet Engineering Task Force (IETF) RFC 821, is a messaging
service that enables mail servers to deliver messages among one another. This service works in
conjunction with Post Office Protocol version 3 (POP3) and Internet Message Access Protocol
4 (IMAP4) to provide end users the availability of e-mail to their desktops. POP3 provides end
users the ability to retrieve their messages even if they are not connected to the messaging server
on the Internet. Normally, users have some type of dial-up connection to the Internet, using an
Internet service provider (a point-of-presence provider). Once they have established that
connection, they can connect to the mail server and download their messages. IMAP works
basically the same way; however, instead of first downloading all the messages, it first
downloads the header of each message for purposes of reducing the amount of data that is sent
to the client. IMAP and POP3 are not required if there is a permanent connection to the
messaging servers.
Exchange 5.5 uses the IMS connector to provide Internet messaging capabilities. IMS uses the
SMTP, POP3, and IMAP4 protocols to provide this service. By default, IMS is not configured
on a new Exchange 5.5 server; you use the Exchange Administrator tool to configure it. Before

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you configure it, though, IMS requires a Domain Name System (DNS) server for the purpose
of resolving the fully qualified domain name (FQDN) and delivering the messages.
When users are created in Exchange, an SMTP address is automatically generated
for them also. By default, Exchange uses the user’s alias followed by
@[Link]. The format of this address
can by modified to accommodate organizational needs. For example, if the organization
is a university, the address requires an .edu extension. It is common for administrators to
remove ExchangeSiteName from the default naming address for purposes of simplifying
the sending of SMTP mail.
IMS is used to deliver messages to Exchange and non-Exchange servers. DNS is used to help
locate the domain for the intended recipient. Once the domain is located, Exchange connects to
the remote e-mail server on that domain and sends the message across.
In Exchange 2000, SMTP is used in a variety of ways. SMTP is one of the services installed
when setting up Internet Information Server (IIS). Exchange 2000 uses SMTP as its message
transport method, even before the administrator installs the SMTP connector. Exchange 2000
uses SMTP for the delivery of messages. When the SMTP connector in Exchange is installed,
it enhances the functionality and manageability of the existing SMTP service for Exchange.
Some examples of these enhancements are the capability to relay messages to particular
domains, add inbound/outbound security, and define routes for traffic.
To ensure that AD and Exchange 2000 work well in an organization, DNS must be designed
and configured correctly.
Cisco Unity uses the SMTP connector provided in Exchange 2000 (known as IMS in Exchange
5.5) to deliver messages to other Cisco Unity servers that do not share the same local directory.
The SMTP connector also delivers messages to messaging servers that are not Cisco Unity
servers but that also use SMTP. The SMTP connector is used to send and receive messages from
messaging servers that also support SMTP. This can be either an Exchange server or a non-
Exchange server on the [Link] functionality is extended to Cisco Unity when the
connector is properly installed.
Using SMTP to deliver messages to remote mail servers has many advantages over using other
protocols. However, one of its disadvantages is the fact that when Cisco Unity sends a voice-
mail message to a subscriber on a remote server using the SMTP connector, the Cisco Unity
voice attributes are not preserved. This means that when the message arrives at the remote
server, the message appears as a regular e-mail with a WAV attachment. In addition, if the Cisco
Unity subscriber does not belong to the same local Exchange organization directory, then they
need to be configured in Exchange in a specific way to preserve the Cisco Unity attributes. They
must either be added manually to the Exchange directory as custom recipients or be added on
each local e-mail client such as Microsoft Outlook. They can be added as address book entries
in the personal address book on the client.
Cisco Unity addresses these concerns by using IVC along with SMTP networking to retain the
Cisco Unity voice attributes when messages are sent across the Internet. When installed, IVC

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registers with the local Exchange server so that it may handle all the messages with type
VOICE. When Exchange receives a VOICE message, it redirects it to IVC. IVC repackages the
message in MIME format and hands it off to the SMTP service, which then sends it across to
the intended recipient. Once the message is received by the target server (assuming that the
server also is Cisco Unity with IVC implemented), it is sent to IVC, which in turn reconverts
the message while maintaining the VOICE attributes. The message then is delivered to the
subscriber as a voice-mail message. This means that the subscriber gets an MWI lamp and can
pick up the message over the phone or the desktop. If the target server does not have IVC
installed, then these messages are sent as e-mail with a WAV file attachment.

Setting Up SMTP Networking

Here is a quick list of the general steps that are involved when you set up SMTP networking:
Step 1 Make dial plan decisions.

Step 2 Install IMS (Exchange 5.5).

Step 3 Verify SMTP connectivity.

Step 4 Install IVC (if remote subscribers are on Cisco Unity).

Step 5 Customize the primary location object.

Step 6 Set addressing and search options.

Step 7 Create delivery locations (if remote subscribers are on Cisco Unity).

Step 8 Create Internet subscriber accounts.

The steps required to set up SMTP networking between a Cisco Unity server and another
messaging system are similar to the steps required to set up digital networking. The only
difference is that with SMTP, IVC must be installed.
Dial planning is also an important factor when you are implementing SMTP networking. Dial
planning means making sure that there are no conflicting IDs that could potentially confuse
someone who is searching for a subscriber. If Exchange 5.5 is the server used, IMS must be
installed on the server that IVC will be installed on. However, this is not required in Exchange
2000 because SMTP is the default messaging transport method used.
After you install IMS and confirm successful connectivity, the next step is to install IVC, which
should be installed if one or more of the remote servers are Cisco Unity systems. There should
be only one installation of IVC for an Exchange 5.5 or AD forest. Make sure the latest version
of IVC is installed. If a previous version is already installed, you must remove it before you
install the latest version.
Figure 10-18 shows the first menu that you see when you start the IVC setup for Exchange
2000.

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 Understanding SMTP Networking 283

Figure 10-18 IVC Setup for Exchange 2000

The next step after you install IVC is to customize the primary location object on the Cisco
Unity server. This includes populating the name field and Dial ID and recording a voice name.
If suitable, you can also make the location object a member of the dialing domain. The dialing
domain needs to be entered only once from a Cisco Unity server if you are creating a new one.
The rest of the servers in that domain will be able to select it after replication takes place.
The next step is to enter the SMTP domain name. If the domain has more than one Cisco Unity
server using SMTP networking, then you must configure the primary location of all the servers,
especially the SMTP domain name. If this is not configured, then SMTP networking will not
work for subscribers on the other Cisco Unity servers.
SMTP networking carries the same set of considerations as digital networking when you are
setting up addressing and search options. You should create delivery locations for each remote
Cisco Unity server also.
The following is the general information included in a delivery location object: the location
name, a Dialing Domain ID, a recorded name, the destination type, and the SMTP domain
name. Each specific delivery location, however, such as SMTP, AMIS, and VPIM delivery
locations, has its own specific settings. The settings for each type of delivery location are
covered later in the chapter in each of their own delivery location section.

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The following are the steps for creating a delivery location object for SMTP:
Step 1 Open the Cisco Unity Administration tool.

Step 2 Under Network, select Delivery Options.

Step 3 Click the plus command icon to create a new delivery location.

Step 4 Fill in the Name, which will represent the remote messaging server (for
example, UNITY04).
Step 5 Assign a Dial ID that will be used to reach this remote location (for example,
555).
Step 6 For the purpose of this exercise, select SMTP as the location type.

Step 7 Fill in the SMTP with the domain of the remote messaging system, without
adding the @ sign, such as [Link].
Step 8 Click Add to insert the delivery location into the database.

Adding the location object is one of several steps involved in setting up networking for Cisco
Unity. As a reminder, you create delivery locations for remote messaging systems that are not
part of the same global directory.
Just as in dialing domains, you should create the delivery locations on one server in the network.
If there are multiple Cisco Unity servers in the same directory, they will be able to access the
newly created location because the location data is stored in the global directory and will be
replicated to the entire Cisco Unity server there.

Adding Internet Subscribers

Internet subscribers are another type of voice-mail recipient used in Cisco Unity. They are
used with SMTP networking for users who do not have a local message store in Exchange.
In other words, they are used for sending mail to users homed on remote messaging servers.
When you add a new subscriber through the Cisco Unity Administrator, if you change the
Subscriber Type to Internet, a new field called SMTP Address appears at the bottom of the page,
as shown in Figure 10-19. This basically is the e-mail address of the remote user, such as
JohnDoe@[Link]. When Internet subscribers are created in Cisco Unity, they
are created in Exchange 2000/Windows 2000 as mail-enabled contacts and in Exchange 5.5 as
Exchange custom recipients. These users do not have a local Exchange message store.

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 Understanding SMTP Networking 285

Figure 10-19 Adding a New Internet Subscriber with Internet Subscriber Key Components

When the Subscriber Type

Is Changed to Internet, the
SMTP Address Will Appear

NOTE Making good dial plan decisions before you implement SMTP networking is very important.
When you create Internet subscribers for another remote Cisco Unity server, you assign to them
the Dial ID of the remote server (delivery location) within their SMTP address. If the
administrator of the remote server changes its Dial ID, you need to manually change the Dial
ID assignment of each of the existing Internet subscribers. The Extension Addresses Utility,
which is normally used to modify subscribers, cannot be used to modify this action.

Internet subscribers in Cisco Unity enable users to send a voice-mail message to a user even
though the Internet Subscriber’s message store is not local. Because the message store is not
local, the setup options that normally are available with the message store are not available, as
identified in Figure 10-20. That means the following personalized options are not configurable
for these subscribers using the Cisco Unity Administrator: view and set account status, set a
billing ID, set a logon password, create and edit personalized groups of message recipients, set

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options for what callers hear when interacting with Cisco Unity, and set device and
schedule options.

Figure 10-20 Options for an Internet Subscriber

The Following Options

Are Not Available for
Internet Subscribers

An Internet subscriber is a pointer to a remote mail server. The SMTP address for these
subscribers is the key element. Internal and outside users can send voice-mail messages to these
subscribers. Internal users benefit even further because they can address Internet subscribers by
using the GAL. Internet subscribers also have the option of having a recorded name and the
different types of greetings that are available to regular subscribers. Because Internet
subscribers do not have access to Cisco Unity via the Telephone User Interface (TUI) or Cisco
Personal Communications Assistant (CPCA), the administrator must record these for them.
When a message is left for the Internet subscriber, the message is actually delivered out of the
SMTP gateway (IMS), to the Internet, and then to IMS. The messaging server can also be a mail
server of another voice-mail system. For the person who is leaving the voice-mail message, an
Internet subscriber is presented just like any other regular subscriber on the Cisco Unity system.
With Internet subscribers, you also have the option to link offices without setting up messaging
connectors and directory replication connectors between sites. The administrator must set up
Internet subscribers for each destination location. If the organization has a large number of
users, blind addressing would be more practical to use.
When Internet subscribers are used, the remote messaging server can be a Cisco Unity system
also. If it is not, the voice-mail messages that are sent will arrive at the other messaging server
as WAV attachments in e-mails.

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 Understanding VPIM Networking 287

Internet subscribers have certain limitations in terms of using Cisco Unity. They cannot log on
to Cisco Unity either over the phone or using Cisco Unity Assistant. As a result, they cannot
adjust personal settings identified earlier in Figure 10-20. In addition they cannot use VMO or
Cisco Unity Inbox. The underlying reason for these limitations is that Internet subscribers do
not have a local mailbox in Exchange.

Understanding VPIM Networking

VPIM is a standard used by different messaging systems to exchange voice, fax, and text
messages among different systems over the Internet or a TCP/IP network. VPIM networking
enables Cisco Unity to exchange this type of information with other systems that are also using
VPIM. This section presents the basic concepts and procedures involved with VPIM
networking and Cisco Unity.
If your organization needs to exchange messages between Cisco Unity and a VPIM-compliant
messaging server, then you need to understand how VPIM works and the procedures for setting
it up in Cisco Unity. Once it is set up, callers will have a transparent experience when messaging
across the systems.
To benefit fully from this section, it is recommended that you have these prerequisite skills and
knowledge:
• Knowledge of the standard and optional Cisco Unity features (see Chapter 1)
• Knowledge of how Cisco Unity messaging handles calls (see Chapter 2, “Using Your
Cisco Unified Communications System”)
• Understanding of the concepts presented in the “Cisco Unity Networking Fundamentals”
section of this chapter

VPIM Networking and VPIM Messages

VPIM is a standard that was introduced in the industry for the intended purpose of having a
common format for exchanging different types of messages digitally among messaging
systems. It is based on the SMTP and MIME protocols. Voice, fax, and text can be exchanged
over the Internet or on a TCP/IP network. As a result, organizations can potentially save on
long-distance toll charges for messages sent among messaging systems.
VPIM defines the format of the messages, the protocols used, and the message addresses
exchanged between two VPIM-compliant messaging systems. It is up to the messaging servers
to specify how these messages are handled and presented to the end users. The type of client
application used is an example of an item that varies depending on the actual messaging system
used. Some servers may provide access to these messages through a telephone, an e-mail client
application, or both. More information about the VPIM standard is available at http://
[Link]/vpim.

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VPIM networking is a licensed feature in Cisco Unity and is used with Microsoft Exchange 5.5/
2000 integrations. If multiple Cisco Unity servers are networked together, then only one Cisco
Unity server requires the VPIM license and configuration for VPIM networking. Licensing
information can be viewed by using the Cisco Unity License Manager.
Figure 10-21 shows where you can check whether you are licensed for VPIM.

Figure 10-21 VPIM Licensing

The VPIM License is

Shown on the License
Manager. It is either
Licensed or Turned Off.

VPIM messages can contain several different types of MIME-encoded pieces, such as a voice
message, a fax message, a text message, the sender’s spoken name, or even a vCard, which is
an electronic business card.

TIP Cisco Unity can be configured to include the spoken name and vCard for outgoing messages.
This is set using the Cisco Unity Administrator tool on the VPIM Delivery Location page.

For incoming messages, Cisco Unity allows the spoken name to be included in the message if
it is attached as a WAV file. This means, for example, that when a subscriber receives a voice
message, the subscriber can hear the spoken name of the sender first, then the actual voice
message. In addition, a vCard sent to Cisco Unity can be viewed from a subscriber’s Outlook
client using VMO. Voice messages that are sent across VPIM are encoded using the
International Telecommunication Union (ITU) G.726 Adaptive Differential Pulse Code

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 Understanding VPIM Networking 289

Modulation (ADPCM) standard, and fax messages are encoded using the Tagged Image File
Format, class F (TIFF-F) standard.
When Cisco Unity records a message, it records it in the format defined in Cisco Unity. When
a message is addressed to a subscriber on a remote VPIM-compliant messaging system, the
VPIM connector converts the message into the G.726 standard. The same is true when a
subscriber receives a message from a messaging system. Cisco Unity receives the message in
the G.726 format, and then IVC converts it to what Cisco Unity is defined to, so that its local
subscribers will be able to hear the message correctly.

NOTE Cisco Unity is able to accept from a VPIM-compliant messaging system messages that are
encoded using the G.711, G.726, and GSM standards. The default is G.726.

When you are setting up VPIM, you must insert a VPIM delivery location object. When VPIM
messages are addressed, VPIM uses the information set up in the VPIM delivery location object
to format the To: field of the message. It also uses the information from the primary location
object to format the From: field of the message being sent.

Setting Up VPIM Networking

Here is a quick list of the general steps that are involved when you set up VPIM networking:
Step 1 Make dial plan decisions and gather network information.
Step 2 Verify SMTP connectivity.

Step 3 Extend the AD schema.

Step 4 Install IVC and SMTP Transport Event Sink.

Step 5 Customize the primary location object.

Step 6 Set addressing and search options.

Step 7 Create delivery locations for the remote system for VPIM.

Step 8 Create VPIM subscriber accounts (optional).

Step 9 Set up the remote system for VPIM.

The steps required to set up VPIM networking are similar to the steps required to set up SMTP
and digital networking. Dial planning is an important factor when implementing VPIM. Dial
planning means making sure that there are no conflicting Dial IDs that could potentially confuse
someone who is searching for a subscriber. One of the first things you need to test is the SMTP

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connectivity between the messaging servers. VPIM is dependent on this because it uses MIME
and SMTP.

NOTE Be sure that the SMTP service is running on the Exchange server that the VPIM connector will
be installed on and also that the SMTP service or gateway is properly installed on the remote
messaging server. More information on this can be found at [Link] in the Networking in
Cisco Unity Guide (with Microsoft Exchange).

The next step is to further extend the AD schema specifically for VPIM networking. You
accomplish this by using the AD Schema Setup utility found on the Cisco Unity CD 1.
Instructions for this are located in the Networking in Cisco Unity Guide (with Microsoft
Exchange), which is available at [Link].
Extending the schema for VPIM means adding information to the Cisco Unity location object
class. Keep in mind that this may not be the same extension performed while first installing
Cisco Unity. More information about the schema changes made are located in a file called
[Link], which is located on Cisco Unity CD 1 in the Schema\LdifScripts directory.

TIP Creating a VPIM delivery location will be unsuccessful if you do not extend the schema for
VPIM first. If you attempt to create this delivery location and it does not appear locally on your
server, the schema may be the issue.

After you extend the schema and test connectivity, the next step is to install IVC on an
Exchange 2000 server. Although the installation is only supported on Exchange 2000, it is also
supported on a mixed-mode environment that includes Exchange 2000. There should be only
one installation of IVC for an AD forest. Also make sure the latest version of IVC is installed.
If a previous version is already present, you must remove it before you install the latest version.
During the installation, you are prompted to choose whether to install the SMTP Transport
Event Sink, using the check box option shown in Figure 10-22. By default, this option is
unchecked. Install this component on all the messaging servers that will be accepting incoming
VPIM messages. This means that if only one server will be receiving these types of messages
in the organization, that system is the only one that requires the SMTP Transport Event Sink.

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 Understanding VPIM Networking 291

Figure 10-22 VPIM IVC Setup Option to Install the SMTP Transport Event Sink

The next step after you install IVC is to customize the primary location object on the Cisco
Unity server. This includes populating the name field and Dial ID and recording a voice name.
If suitable, you can also make the location object a member of the dialing domain. The dialing
domain needs to be entered only once from a Cisco Unity server if you are creating a new one.
The rest of the Cisco Unity servers in that domain will be able to select it after replication takes
place.
Entering the SMTP domain name is the next step. If the domain has more than one Cisco Unity
server using digital networking, then you must configure the primary location of all the servers,
especially the SMTP domain name. If this is not configured, then VPIM networking will not
work for subscribers on the other Cisco Unity servers.
VPIM networking carries the same set of considerations as digital networking when you are
setting up addressing and search options. You should create VPIM delivery locations for each
remote voice-messaging server. Just as in dialing domains, you should create the delivery
locations on one server in the network. If multiple Cisco Unity servers are networked together,
they will be able to access the newly created location because the location data is stored in the
directory.
Creating the VPIM subscribers is the next step. These are created only for users who would like
to appear in the corporate directory. The final step is to configure the remote system for VPIM
networking.

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Understanding Location Objects and VPIM Networking

Location objects play an important role when you are using VPIM networking. When you
install Cisco Unity, the installation creates a single default location referred to as the primary
location object (named Default Location Object when Cisco Unity is first installed). As
subscribers are added to Cisco Unity, they become members of this location. The Cisco Unity
Administrator allows you to create additional location objects that represent other messaging
servers, including Cisco Unity. If you are on the same AD forest, you do not need to create
additional locations, because they will be available within minutes of their creation as default
objects on the other systems. Location objects can be linked together using a property called a
Dialing Domain ID. The linking together of these objects allows you to create a meta-location
that spans multiple Cisco Unity servers by assigning them all the same Dialing Domain ID.
Using Dialing Domains also allows you to easily span sites or other networking boundaries and
to provide “transparent” dialing capabilities to customers who have networked telephone
switches.
On a Cisco Unity system, subscribers and any other system objects can be associated only with
the primary location object that is created by the setup program. All delivery location objects
are used solely for remote addressing purposes.
When outside callers use the Cisco Unity directory, they are presented with a list of names that
includes members of the primary location object. Directory search options can be configured
so that all other administrator-created delivery locations are also available to callers. Users who
are associated with any location object other than the default object may be added to public and
private distribution lists or added to message address lists by subscribers only.
When you define the primary location object, you assign a Dial ID. Creating a dial plan for your
organization that will result in callers reaching subscribers correctly and efficiently is very
important, so be sure that the Dial IDs that you create do not conflict with previously assigned
IDs. Another key setting on the primary location when using VPIM is the SMTP domain name.
The domain is likely to be the same that is used when setting up the Event Sink domain.
Within the primary location, you also define the addressing options. Addressing options are
relevant when Cisco Unity subscribers are addressing messages using the telephone. The
default search limit is to the local server. This means that local subscribers can address only
local subscribers from the Cisco Unity server. This option can be changed to search on the
global directory or dialing domain if you have other Cisco Unity servers networked together.
Another option that can be configured on the Primary location page is the Blind Addressing
ability of local subscribers to send messages to other locations.

NOTE When you record a name for the delivery location, and someone is blind addressing, the
confirmation they will receive of that location is that location’s recorded name.

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 Understanding VPIM Networking 293

When you are creating location objects in Cisco Unity, they are all visible in the Cisco Unity
Administrator from the Cisco Unity servers within the same global directory. However, only the
administrator can modify or delete the locations created on their Cisco Unity server. Locations
that are created on other servers are replicated, but they appear as read-only on the rest of the
other servers. In addition, the primary location object can be modified but not deleted from any
of the Cisco Unity systems.
Figure 10-23 illustrates a VPIM delivery location object.

Figure 10-23 Delivery Location Object

A
B
C

F
G

Figure 10-23 is an example of a VPIM delivery location setup on a local Cisco Unity server.
The following fields are shown:
• A. Display Name—The name given to the delivery location object and the name by which
other Cisco Unity servers identify this location.
• B. Dial ID—A unique ID given to the delivery location for the purpose of blind
addressing to this location.
• C. Recorded Name—The recording that is played if a caller dials the Dial ID of this
location to find a subscriber. The recorded name is played to the caller so that they can
determine whether they have reached the proper location before they search for a
subscriber there.
• D. SMTP Domain Name—The domain of the remote messaging system.

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• E. Remote Phone Prefix—Used to prefix the address of the intended recipient for
delivery. It is added to the outgoing messages intended to this remote location. The
number 813 appears in Figure 10-23. Normally, this number represents the remote
location Dial ID number. It is used in conjunction with the SMTP domain name, along
with the sender’s extension number. An example of the address of a message being
delivered to remote subscriber 5000 would be 8135000@[Link].
• F. Unity Phone Prefix—This is the number that is used to construct addresses for Cisco
Unity subscribers that send messages to the VPIM voice-mail system associated with this
location.
• G. Audio Format Conversion—When Cisco Unity receives a message from a remote
messaging server, it arrives in G.726 format. The Audio Format Conversion parameter
allows you to change that to G.711 (mu-law), the default, G.729a, or GSM 6.11, or you
can choose not to convert it at all. The purpose of this is to change the format to one
defined for your local subscribers. Also, if you choose not to convert the incoming
messages, be aware of the format in which the remote VPIM systems are sending the
messages.
• H. Sender’s Recorded Name—When this check box is checked, the sender’s recorded
name is sent along with the voice message that is sent.
• I. Sender’s vCard—When this check box is checked, the sender’s vCard is sent along
with the voice message that is sent.

NOTE Regarding the Audio Format Conversion setting, if you choose not to convert your incoming
VPIM voice messages, you may receive all your messages in G.726 format, depending on your
remote messaging server. If this is the case, then the messages are delivered to the subscribers
in that format, meaning that every workstation and Cisco Unity server must have that coder/
decoder (codec) installed to play the message.

VPIM Networking and IVC

Exchange 2000 is a VPIM-compliant messaging system. When IVC is installed and registered
to the Exchange server, VPIM messages are passed to IVC when Exchange is handling these
messages. The first thing IVC does is convert the messages from Exchange’s native format,
MAPI, to MIME. It then formats the To: field by adding the SMTP domain name and prefix of
the remote phone prefix specified, based on the correct VPIM Delivery Location page. It also
formats the From: field of the message by adding the prefix of the correct Delivery Location
page and the Primary Location page’s domain name. The outgoing voice message is also
converted to G.726 format. If a vCard and a recorded voice name are specified, then they are
also attached to the message. Once the message is packaged, it is then placed in the SMTP
pickup folder for it to be delivered.

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When Cisco Unity receives a message, the SMTP Transport Event Sink first detects it and then
redirects the message to IVC. The Event Sink is a component that is used with Cisco Unity to
readdress messages and send them to IVC. When IVC receives a message, it checks whether
the message was sent by a defined delivery location and whether the intended extension is in
fact defined. If any of these do not match, the message is rejected and sent back to the sending
original messaging system with a nondelivery report (NDR). If the message is validated and the
delivery location is found, IVC starts to prepare the message for local delivery. IVC removes
the prefixes placed on the To: and From: fields. IVC then checks that the recipients of the
message exist. The message is then converted back from MIME to MAPI. Voice attachments
are also converted into the format specified in the VPIM Delivery Location page. The last step
is to send the message to Exchange so that it can handle the delivery of it to the subscriber’s
mailbox.

Adding VPIM Subscribers

VPIM and Internet subscribers are very similar in terms of the information stored in Exchange.
They are Cisco Unity subscribers with no mailbox storage on the Exchange mail store. Before
you create VPIM subscribers, make sure the delivery locations are created on the server where
they will reside.
When you are creating these subscribers, you must specify the VPIM delivery location and the
remote mailbox number of the subscribers. Although a Cisco Unity local extension is required,
it does not need to be the same as the remote extension.
AD stores VPIM subscribers as contacts. These subscribers can be deleted either individually
or by deleting the VPIM delivery location associated with them. This also deletes any VPIM
subscriber associated with that delivery location. In any of these cases, the contact information
is preserved in AD. Cisco Unity Administrator does not remove this information.
Figure 10-24 shows the window that you use to add a new VPIM subscriber with the VPIM key
components.

TIP The Bulk Import tool can be used to add multiple VPIM subscribers at one time.

The message store options are not available to VPIM subscribers, because they do not have a
local message store. Like Internet subscribers, VPIM subscribers cannot log on to Cisco Unity
via the telephone or use the Cisco Unity Assistant to receive message notifications, receive
MWIs, or own private lists.

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Figure 10-24 Adding a New VPIM Subscriber

Subscriber
Type = VPIM

Remote Mailbox
Number of Location of
Subscriber Remote VPIM
Messaging
System

Understanding AMIS Networking

AMIS-a is a Cisco Unity–supported protocol that is used to transfer voice-mail messages
among AMIS-compliant messaging systems. This section covers AMIS networking concepts
and the overall actions that you take to implement AMIS networking with Cisco Unity.
If you plan to implement Cisco Unity in an environment that requires interaction with an AMIS-
compliant voice-messaging system, you need to understand its model and its implementation
process.

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 Understanding AMIS Networking 297

To benefit fully from this section, it is recommended that you have these prerequisite skills and
knowledge:
• General knowledge of the Cisco Unity standard and optional networking features (see
Chapter 1)
• Knowledge of Cisco Unity messaging call flow (see Chapter 1)
• Understanding of the concepts presented in the “Cisco Unity Networking Fundamentals”
section of this chapter

Using AMIS Networking

The AMIS-a protocol is an industry-standard protocol that allows the exchange of voice
messages among voice-messaging systems by using the Public Switched Telephone Network
(PSTN) to place calls to transfer the messages. The voice-messaging system uses standard
analog telephone lines to accomplish this. AMIS uses nodes to identify each of the voice-mail
servers it connects to. Cisco Unity, for example, can be one of the nodes in an AMIS network.
The node is a unique identifier that is assigned to each server on this network.
When an AMIS-compliant voice-mail server is ready to transfer a message to a target server, it
places a call to the destination node. When the destination answers, the originating node sends
its Node ID by sending a sequence of DTMF tones (also called touch-tones). If the destination
node identifies the originating node and accepts the call, the originating node sends another
series of DTMF tones that identify which subscriber the message is for. The destination node
then opens a new message. The originating node proceeds to play the message. Finally, a series
of DTMF tones that confirm the call are exchanged.
More information on the DTMF tones that are transmitted during a call can be found in the
following white paper at [Link]: “AMIS Analog Networking Definitions (for Cisco Unity
with Microsoft Exchange).”
AMIS networking is a licensed feature in Cisco Unity. Only one server requires the AMIS
license in an organization with multiple Cisco Unity servers. The server with AMIS enabled is
treated as the AMIS server. For load-balancing purposes, more AMIS servers can also be added
to a network.
Figure 10-25 illustrates Cisco Unity in an AMIS-a mixed environment.

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Figure 10-25 Cisco Unity: AMIS-a

Legacy Voice Mail System

AMIS Connection, via Analog Lines

Cisco Unity
Microsoft Exchange
Analog Server
Message Store
Legacy PBX Lines
SMDI Link

U
Legacy Phone
Analog Lines

T-1 Line IP SCCP

(Skinny)
PSTN

3600
Router Workstation
with Microsoft Outlook

Cisco
CallManager
IP Phones

Figure 10-25 shows the versatility that Cisco Unity has as a messaging server. It is capable of
assisting an organization that is transitioning its circuit-switched (legacy) PBX to an IP-based
PBX network. The drawing contains two switches that are connected to Cisco Unity. One is a
circuit-switched telephone system that is connected to Cisco Unity via analog interfaces. The
other is a Cisco CallManager, an IP-based PBX that connects to Cisco Unity by using the Cisco
IP-based network protocol called Skinny Client Control Protocol (SCCP). Cisco Unity can
manage subscribers from both IP telephones and standard single-line extensions attached to the
circuit-switched PBX. Cisco Unity can also send and receive voice-mail messages using the
AMIS-a protocol through the analog lines connected to the circuit-switched PBX and voice
mail.

Setting Up AMIS Networking

Here is a quick list of the general steps involved when setting up AMIS networking:
Step 1 Verify that the destination server is AMIS compliant.

Step 2 Install IVC.

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 Understanding AMIS Networking 299

Step 3 For each Cisco Unity server that is handling AMIS calls:

(a) Create a UAmis mailbox on the AMIS server.

(b) Designate ports for outbound AMIS calls.
(c) Customize the primary location object.
(d) Set addressing and search options.
(e) Set AMIS delivery options.
(f) Customize the AMIS restriction table.
(g) Create delivery locations for each remote AMIS system.
(h) Create AMIS subscriber accounts.
(i) Set up a remote system for AMIS.
SMTP, digital, VPIM, and AMIS networking share similarities in terms of their setup, including
the IVC installation. However, one distinction AMIS has is that it uses analog telephone lines
to exchange voice-mail messages with other systems. As a result, AMIS networking has
different setup instructions.
Before you begin, it is important to verify that the destination server is AMIS compliant. A list
of supported AMIS servers is available in the Cisco Unity Pre-Installation Guide found at
[Link].
Installing IVC on an Exchange server is one of the first things to do. As mentioned earlier in the
section “Setting Up SMTP Networking,” only one installation of IVC should exist on an AD
forest, Exchange site, or multisite organization. If an earlier version is already installed, you
must remove it before you install the newest version.

NOTE If you are preparing to install IVC on an Exchange 5.5 server, make sure that your Cisco Unity
server is on the same site. Also, verify that IMS is installed.

TIP Is IVC already installed on your Exchange 5.5/2000 system?

On Exchange 2000, open the Exchange System Manager and locate the Tools instance, within
which is a folder called Monitoring and Status. Highlight the subfolder called Status. If IVC is
installed, you will see an “AVExchangeIVC_” entry.
On an Exchange 5.5 server, open the Exchange Administrator. Go to Site > Configuration >
Connections. There you will see an instance of IVC if it is installed.

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After you install IVC, you must complete several other steps on each of the AMIS servers on
which you will be installing AMIS (if your setup requires multiple AMIS servers).
Step 1 Create the UAmis mailbox on the AMIS server and designate which ports
will be used for outbound AMIS calls. In terms of receiving AMIS calls, any
port can be used to accept incoming calls.
Step 2 Customize the primary location object on the Cisco Unity server. This
includes populating the Name and Dial ID fields and recording a voice name.
If suitable, you can also make the location object a member of the dialing
domain. The dialing domain needs to be entered only once from a Cisco
Unity server if you are creating a new one.
The primary location also contains settings that are specific to AMIS. These are called the
AMIS Node ID settings (see Figure 10-26) and they are present only if you are licensed for
AMIS. The AMIS Node ID contains the country code, area code, and phone number. When
combined, they make up the Node ID, which is sent through DTMF tones along with any voice
messages that are intended for a remote AMIS node. This is how the remote AMIS node
identifies the calling node. The only required field of these three is the phone number, because
some voice-messaging systems only require this number. When configuring the country code
and area code, they must match what is expected on the target system (which may not be called
area code). This is important for international numbers.

Figure 10-26 Primary Location with AMIS Options

These Options are

Present if the Cisco
Unity Server is
Licensed for AMIS

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 Understanding AMIS Networking 301

AMIS networking carries the same set of considerations as digital, SMTP, and VPIM
networking when you are setting up addressing and search options. Whenever there is an
incoming AMIS message to a Cisco Unity server, it will use the search and addressing settings
on the primary location to locate the subscriber.
In addition, you must create a delivery location for the remote AMIS messaging system. If
multiple Cisco Unity servers are networked together, they will be able to access the newly
created locations, because the location data is stored in the directory.
The next step is to decide whether to create the AMIS subscribers or use blind addressing. You
create AMIS subscribers only for users who would like to appear in the corporate directory. The
final step is to configure the remote system for AMIS networking.

Assigning Port Usage and Schedules

A Cisco Unity system that will be used for outgoing AMIS calls must be assigned ports to use
for this purpose. All ports that are set for outgoing calls can be used for inbound AMIS calls as
well. By their nature, AMIS calls can be lengthy; a 5-minute message sent to a target AMIS
server takes 5 minutes to transmit the message, plus the time needed for the two servers to set
up the transfer. Some of this overhead takes place with every call. A 2-minute message, for
example, that is sent to a distribution list of 200 AMIS recipients is sent individually to each
recipient. That message will take at least 6 hours and 40 minutes to successfully transmit
((2⫻200)/60).

TIP When logged in as a Cisco Unity administrator, you can use these tools to configure AMIS
delivery ports: Cisco Unity Administrator–Ports page, and UTIM. Each offers the same
configuration functionality for this.

When multiple ports are set up to handle outbound AMIS calls, the load is spread out among
them. When multiple messages are queued for a single destination, messages are grouped in
batches of nine and each batch is sent to a different port for load balancing. When multiple
destinations are involved, separate ports are used for each destination.
You can set up AMIS schedules so that transmission of voice-mail messages takes place at times
of lower system activity. After-business hours are generally times of less activity. You can base
this consideration on how many AMIS calls and how much activity are taking place, because
AMIS transmissions can be lengthy. One possible advantage of using a schedule is to have
transmissions take place during times of lower long-distance rates. You can also configure
AMIS schedules so that all urgent messages are sent immediately. Users should be informed
when AMIS schedules are set for after-hours so that they may choose to send an e-mail instead

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if the matter requires a faster response. AMIS schedules are set within the AMIS Options menu
using the Cisco Unity Administrator.
Figure 10-27 illustrates the AMIS Options Delivery Options page.

Figure 10-27 AMIS Options

The AMIS restriction table specifies which delivery locations you will deliver messages to
immediately, and which will use the standard AMIS schedule.
AMIS Options are settings that are used to place restrictions and create schedules for sending
outbound messages to remote AMIS nodes. These settings determine when and where AMIS
calls will be delivered.
Within the AMIS Options area, there are two sections: AMIS Delivery Options and Schedule
Settings. This can sometimes be misleading because AMIS Delivery Options seem similar to
the options found within the AMIS Delivery Location page. However, they are separated into a
different section within the Cisco Unity Administrator because of their functionality. The AMIS
Delivery Options enable you to configure whether urgent messages are going to be allowed for
immediate delivery, set restriction tables based on administrator-defined dial strings, configure
what actions to take when the remote system rings but does not answer, and configure what
actions to take when the remote system is busy.

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 Understanding AMIS Networking 303

The Schedule Settings section allows you to configure when delivery of messages will occur if
you have set up a schedule. The AMIS Schedule Settings schedule works in a similar way to
the System Schedule in Cisco Unity. If you check a half-hour interval on the Schedule Settings
page, it means delivery of messages will occur within that time period. If it is unchecked, then
any messages left within that time frame are queued until the available time period. By default,
all AMIS nodes are allowed to deliver messages at all times. The restriction table on the AMIS
Delivery Options page and the Schedule Settings page determines this.

NOTE AMIS restriction tables are used to control when messages will be transferred to the remote
AMIS node(s). Because AMIS places calls to transfer messages, organizations may choose to
limit when these calls can be placed due to the possible long duration of the calls. Although
AMIS restriction tables are used to restrict when transfer takes place, they do not restrict the
actual placing of the calls.

Figure 10-28 illustrates the AMIS Schedule Settings page.

Figure 10-28 AMIS Schedule Settings

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Understanding the UAmis Mailbox

When messages are sent from the Cisco Unity server to a remote AMIS system, they are first
placed in the UAmis mailbox. The mailbox is created on the Exchange server that contains the
Cisco Unity AMIS license.

NOTE The UAmis mailbox is created using the ConfigMgr tool located in the Cisco Unity server
\Commserver folder. It is not created using the Cisco Unity Administrator, because it is a special
type of mailbox. In addition, this mailbox should be created on the AMIS bridgehead server or
on AMIS servers that will be handling inbound and outbound AMIS messages.

Outgoing AMIS messages are placed in the UAmis mailbox for delivery. This mailbox is
created on the Exchange server that is associated with the Cisco Unity server that is licensed
for AMIS. Storage limits for this mailbox are important because AMIS transmissions can be
lengthy. By default, mailboxes that are created in Exchange use the storage defaults put in place
by the system administrator. This can be changed for individual mailboxes and it should be
considered for the UAmis mailbox. Items that you should consider include any dialing and
scheduling restrictions placed on AMIS, times of day when AMIS traffic spikes occur, and drive
space limits on the Exchange server.
It is recommended to also monitor outbound AMIS traffic by using the AMIS Out traffic report,
available on the Cisco Unity Administrator. The report can give you a baseline as to peak times
of AMIS usage, which you can then use to set up the limits on the UAmis mailbox.
Because UAmis is another Exchange mailbox, it can also be moved. If you move it, you need
to restart Cisco Unity to reestablish the connection with the mailbox in its new location.
Otherwise, messages sent to the mailbox may be held there and not transmitted during the
regularly scheduled time.

Delivering AMIS Messages

In Cisco Unity, AMIS outgoing messages are queued by node and sent in batches of a maximum
of nine. When there are more than nine, Cisco Unity hangs up, waits a short while, and then
places another call to continue delivery of the rest of the messages. Each of these messages has
a time limit of 8 minutes. During a transmission, the length of the message is sent first. If it
exceeds the maximum, the destination node may refuse the message. Cisco Unity, however, will
accept messages that exceed that limit under certain conditions. The subscriber who is receiving
the message must have their mailbox set up to allow this and their mailbox must have enough
free space to accept the message.
Also, incoming AMIS messages can be delivered only to subscribers and not to public
distribution lists.

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 Understanding AMIS Networking 305

Understanding Location Objects and AMIS Networking

As is true for digital networking and VPIM networking, location objects are key elements when
using AMIS networking. Each Cisco Unity server has a default primary location, to which local
subscribers are added when they are created. You can create more locations to represent other
messaging systems that you want to communicate with. You can use a Dialing Domain ID to
link several locations, to provide a more transparent dialing mechanism for businesses that have
telephone switches that are networked.
In Cisco Unity, subscribers and any other system objects can be associated only with the
primary location object that is created by the Setup program. All delivery location objects are
used specifically for addressing remote messaging systems.
When outside callers use the Cisco Unity directory, they are presented with a list of names that
includes members of the primary location object. When you define the primary location object,
you assign it a Dial ID. Creating a dial plan for your organization that will result in callers
reaching subscribers correctly and efficiently is very important, so be sure that the Dial IDs that
you create do not conflict with previously assigned IDs.
All location objects that are created are visible in the Cisco Unity Administrator. However, only
the administrator can modify or delete locations that are created on the Cisco Unity server they
manage. Locations that are created on other sites are replicated and appear as read-only to the
rest of the other sites. The primary location object can be modified but not deleted from Cisco
Unity.
A delivery location must be configured for every remote AMIS node to exchange messages. The
AMIS delivery location contains two key items to ensure delivery of AMIS messages: the
Delivery Phone Number and Node ID. The Delivery Phone Number is the digits that Cisco
Unity dials out when attempting to deliver a message to this remote voice-mail system. This
number may include a trunk access number, depending on your setup. The Node ID setting is
used when receiving messages from the remote voice-mail system. When Cisco Unity receives
an AMIS call, the remote voice-mail system identifies itself by sending its Node ID. Cisco
Unity tries to match that ID with the delivery location AMIS Node ID. If it does not match, the
message is not accepted.

TIP If you need to change the Dial ID of an existing AMIS delivery location, it can be changed.
However, you also need to update with the new Dial ID all the AMIS subscribers who are using
that location. In this case, the Extension Address Utility comes in handy. You can update the
AMIS subscribers with the new information.

The delivery location needs to be created on only one Cisco Unity server. It is then replicated
in the directory, where all the other servers in that directory will be able to access it.

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Using IVC and AMIS Networking

Cisco Unity uses IVC to send and receive AMIS messages. When a subscriber addresses a
message to an AMIS recipient, the message is passed to the IVC that is registered with
Exchange. IVC formats the To: and From: field addresses and places the message in the UAmis
mailbox for delivery.
When you are using Cisco Unity in an all–Exchange 5.5 environment, IVC for Exchange 5.5 is
required. However, if it is an all–Exchange 2000 environment (or is mixed with Exchange 5.5),
then use IVC for Exchange 2000 instead. When in a mixed environment, do not use the
Exchange 5.5 Administrator program to manage IVC for Exchange 2000. Instead, use the
appropriate Microsoft Management Console (MMC) snap-in.

Adding AMIS Subscribers

AMIS subscribers are similar to VPIM subscribers in terms of the information stored in
Exchange. They are Cisco Unity subscribers with no mailbox storage on the Exchange mail
store. Before you create these subscribers, you must create the AMIS delivery location object
for them, because when you add a new AMIS subscriber, you must select a defined AMIS
delivery location and remote extension number of the subscriber. Although a Cisco Unity local
extension is required, it does not need to be the same as the remote extension.
AD stores AMIS subscribers as contacts. These subscribers can be deleted either individually
or by deleting the AMIS delivery location associated with them. This also deletes any other
AMIS subscriber associated with that delivery location. In any of these cases, the contact
information is preserved in AD. Cisco Unity Administrator does not remove this information.
Figure 10-29 shows the window that you use to add a new AMIS subscriber with AMIS key
components.

TIP The Bulk Import tool can be used to create multiple AMIS subscribers at a time.

The message store options are not available to AMIS subscribers, because they do not have a
local message store. Like VPIM and Internet subscribers, AMIS subscribers cannot log on to
Cisco Unity via the telephone or use the Cisco Unity Assistant to receive message notifications,
receive MWIs, and own private lists.

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 Understanding Bridge Networking 307

Figure 10-29 Adding a New AMIS Subscriber

Subscriber
Type = AMIS

Location of
Remote AMIS
Messaging
System

Remote Mailbox
Number of
Subscriber on the
Remote Voice
Messaging System

Understanding Bridge Networking

Bridge networking with Cisco Unity allows messages to be transferred between Cisco Unity
and Octel voice-mail servers within an Octel analog environment.
If you plan to implement Cisco Unity in an environment with Octel voice-mail servers, you
need to understand Bridge networking concepts and how it is implemented. This section
provides the information that you need to effectively and efficiently provide customers with
Bridge networking.

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To benefit fully from this section, it is recommended that you have these prerequisite skills and
knowledge:
• Knowledge of Cisco Unity messaging call flow (see Chapter 1)
• Knowledge of how Cisco Unity handles calls (see Chapter 2)
• Understanding of the concepts presented in the “Cisco Unity Networking Fundamentals”
section of this chapter

Defining Bridge Networking

Cisco Unity Bridge is a gateway that runs on a server that allows Cisco Unity to communicate
with Octel nodes within an Octel analog network. On the Octel network, the Bridge appears as
another node on the network. This is similar to how Cisco Unity appears as a node on an AMIS
network. The Cisco Unity Bridge’s main function is to translate messages between two different
protocols. When the Bridge communicates with an Octel node, it actually places a call to the
Octel system, and then it uses the Octel analog protocol. When it communicates with the Cisco
Unity system Octel uses VPIM with proprietary extensions for added functionality. Because
VPIM uses TCP/IP to communicate, messaging between Cisco Unity and the Bridge can be
done over the Internet or a TCP/IP network using SMTP.
Bridge networking is a licensed feature of Cisco Unity and requires a separate Bridge server. If
you have multiple Cisco Unity servers in your organization, only one server needs to be
licensed for and designated as the Bridge server. For purposes of load balancing, you can add
more bridge servers. Bridge servers exist in a one-to-one relationship with Cisco Unity servers,
which means that if there are two Bridge servers, two Cisco Unity servers are required to be
configured for Bridge networking.

TIP To check whether your Cisco Unity server contains a license for Bridge networking, open the
license Manager by going to Start > Run > Programs > Unity > Licensing.
There, you will see all the features that are licensed, including the Bridge sessions. If the value
of Bridge sessions is greater than 1, then you are licensed for at least one session on the Cisco
Unity server.

You can find a list of supported Octel systems in the Cisco Unity Pre-Installation Guide found
at [Link].

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 Understanding Bridge Networking 309

Figures 10-30 and 10-31 illustrate how the Cisco Unity Bridge can be implemented in an
enterprise’s messaging infrastructure.
Figure 10-30 illustrates using Cisco Unity Bridge with dual integration.

Figure 10-30 Cisco Unity with Dual Integration

Octel Voice Mail System

Cisco Unity
Microsoft
Server Cisco Unity
Bridge Exchange
Analog Message Store
Legacy PBX Lines
SMDI Link
U IVC
U
Legacy Phone
Analog Lines

T-1 Line IP SCCP

(Skinny)
PSTN

Workstation
with Microsoft Outlook

Cisco
CallManager
IP Phones

When Cisco Unity is combined with Cisco Unity Bridge, it is a solution that is capable of
helping an organization manage the transition from legacy telephone equipment to a converged
IP network. In the diagram, Cisco Unity is integrated with two switches: a circuit-switched
(legacy) PBX and a Cisco CallManager. It can manage voice-mail accounts for subscribers with
either IP telephones or standard single-line extensions attached to a circuit-switched PBX. In
addition, Cisco Unity Bridge can send and receive voice-mail messages using Octel’s analog
messaging protocol through the analog lines that connect the legacy PBX and voice-mail
system. In this manner, an enterprise may maximize its return on investment on older telephone
equipment, while transitioning subscribers to an IP telephone network at a planned pace.
Figure 10-31 illustrates using Cisco Unity Bridge with Cisco CallManager.

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Figure 10-31 Cisco Bridge with Cisco CallManager

Octel Voice Mail System

Cisco Unity
Microsoft
Server Cisco Unity
Exchange
Analog Bridge
Message Store
Legacy PBX Lines

U IVC
U
Legacy Phone
Analog Lines

T-1 Line IP SCCP

(Skinny)
PSTN

Workstation
with Microsoft Outlook

Cisco
CallManager
IP Phones

In this design, Cisco Unity is providing messaging services to subscribers who are being served
by Cisco CallManager. However, a circuit-switched PBX is providing voice-mail services to the
subscribers on an Octel system. Cisco Unity Bridge is helping the organization to manage the
transition from legacy telephone equipment to a converged IP network. Cisco Unity can use the
Cisco Unity Bridge to send and receive voice-mail messages using Octel’s analog messaging
protocol. These are provided through the analog lines that connect the legacy PBX and voice-
mail system.

Setting Up Bridge Networking

Here is a quick list of the general steps involved when setting up Bridge networking:
Step 1 Make dial plan decisions and gather information.
Step 2 Provide network connectivity between the Exchange server with IVC
installed and Cisco Unity Bridge.
Step 3 Extend the AD schema for Bridge delivery locations.

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 Understanding Bridge Networking 311

Step 4 Configure SMTP options.

Step 5 Install IVC on an Exchange 2000 server.

Step 6 Create the UOmni mailbox on the Cisco Unity bridgehead server.

Step 7 Customize the primary location object.

Step 8 Set addressing and search options.

Step 9 Set Bridge subscriber creation and synchronization options.

Step 10 Create delivery locations for each remote Octel system.

Step 11 Create Bridge subscriber accounts (optional).

Step 12 Set up remote system(s) with Bridge’s Octel node information.

SMTP, digital, VPIM, AMIS, and Bridge networking share similarities in terms of their setup,
including the IVC installation. Bridge networking uses analog communication to interact with
other Octel systems. Therefore, Bridge networking has its own unique set of important setup
instructions.
Before you move to other steps, be sure the server meets the requirements in the Cisco Unity
Bridge System Requirements, and Supported Hardware and Software document available at
[Link]. Designing a dial plan before you implement Bridge networking will result in a
system that does not have any conflicting IDs that can confuse those searching for subscribers’
addresses.
The next step is to provide network connectivity between the designated Exchange 2000 server
for the IVC connector and the Cisco Unity Bridge.
The next step is to extend the AD schema for Bridge networking by using the AD Schema Setup
utility. The schema changes that you make are additions to the Bridge delivery location object
class. If this is not done, then Bridge delivery locations will not be able to be inserted using the
Cisco Unity Administrator. A full description of the schema changes is provided in the file
[Link] located in the Schema\LdifScripts directory on Cisco Unity CD 1.
On step 2 you may need to grant the Bridge server permissions to relay e-mail through the
Exchange SMTP virtual server and you may need to configure an SMTP connector to route
messages to the Bridge. Once this is done, you can install IVC on the Exchange 2000 server.
There should be only one installation of IVC in an AD forest. If a previous version was
installed, you must remove it before continuing.

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There are a number of things that you must do after installing IVC. The following should be
performed on every Bridge networking server installed.
1 Create the UOmni mailbox on the Cisco Unity bridgehead. This mailbox is used to deposit
incoming and outgoing Bridge messages.

NOTE The UOmni mailbox is created using the ConfigMgr tool located in the Cisco Unity server
\Commserver folder. It is not created using the Cisco Unity Administrator because it is a special
mailbox. When you run the ConfigMgr tool, it also adds the Bridge subscriber template, which
is used when auto-creating Bridge subscribers.

2 Configure the primary location object on the Cisco Unity server. This includes giving the
location a name, Dial ID, and recorded voice name and, if appropriate, making it part of
the dialing domain. The name for the domain needs to be inserted on only one server.
There are two other key components defined on this page that are specific to Bridge
networking, the Node ID and the server address of the Bridge server.
3 The Node ID is the serial number, which is also configured on the Cisco Unity Nodes page
in the Bridge Administrator. This number is also used to configure the Bridge server. The
Bridge server and the Cisco Unity server both share this ID on the Octel network. They
are basically acting as one node on the Octel environment.
4 The server address of the Bridge server is populated with the FQDN, or full computer
name, of the Bridge server. Here is an example: [Link].
5 Configuring search and addressing options carries the same set of considerations as in
AMIS, VPIM, SMTP, and digital networking.
6 Configure the Bridge options using the Cisco Unity Administrator. They are located under
Network, Bridge Options. The first option is called Subscriber Creation. The Bridge
server uses these options when it automatically creates Bridge subscribers. Here, you can
select the subscriber template that the Bridge server will use to create a subscriber. There
is also a check box that can be checked to allow newly created subscribers to be shown in
the e-mail server address book.

NOTE These settings apply only to Bridge subscribers that will automatically be created due to
directory propagation of the Bridge server and Octel systems. These settings do not affect the
existing Bridge subscribers in Cisco Unity or subscribers who are manually created using the
normal subscriber menu.

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 Understanding Bridge Networking 313

7 The Synchronization options allow you to choose the scope of synchronization you would
like to perform between the subscriber directory on the Bridge server and the subscriber
directory on Cisco Unity. The Bridge server will receive notification of changes made on
all the servers within the scope specified. There are three options to select from:
— Local Server—Subscriber information for subscribers on the local Cisco Unity
server is propagated to the Bridge server. Use this option when each Cisco Unity
server is connected to a separate Bridge server.
— Dialing Domain—Subscriber information is propagated to the Bridge server
for those Cisco Unity servers that are part of the dialing domain. Use this option
when this server acts as a bridgehead server for the other Cisco Unity servers in
the dialing domain.
— Global Directory—Subscriber information from the entire global directory is
propagated to the Bridge server. Use this option when this server acts as the
bridgehead server for other networked Cisco Unity servers.

NOTE If you click the Synchronize button on this page, information on all the Cisco Unity subscribers
within the scope defined is sent to the Bridge server. When performing a synchronization,
consider doing it at a time when the system is less busy, such as after business hours of
operation.

8 After you set the Bridge options, the next step is to create a delivery location for each
remote Octel system to which subscribers will be sending messages.
9 You may choose to change the standard messaging menu conversation or default display
name-parsing rule.
10 As an option, Bridge subscribers can be created for those that would like to be found on
the corporate directory on a permanent basis.
11 The final step on a new installation of a Bridge is to configure the Octel systems so that
they are aware of the new Node ID on the Octel network.

Understanding the UOmni Mailbox

The UOmni mailbox is an Exchange mailbox that is used to receive administrative messages
from the Bridge server to Cisco Unity. Messages sent to this mailbox include notification of
automatic creation, modification, and deletion of Bridge subscribers as a result of Octel
NameNet emulation. Octel’s NameNet is the feature that allows nodes to obtain new entries
from directories on other nodes. When a message is sent from a new subscriber, the node
requests the display name and recorded name. It then adds this information to the directory.

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Cisco Unity Bridge works in the same way. However, it sends that information to the UOmni
mailbox on the Cisco Unity system.
The UOmni mailbox is created on the Exchange server that is linked to the Cisco Unity system
that is licensed for Unity Bridge. When it is first created, it has the default storage limitation put
in place by the Exchange administrator. This limitation may be acceptable, because most of the
messages it will receive are notification messages that subscriber change events have occurred,
such as the creation of a subscriber. If necessary, you can move the UOmni mailbox after it is
created. However, this requires that you stop and restart the Cisco Unity system, so that Cisco
Unity is aware of UOmni’s new location. Messages may be held in the mailbox if this is not
performed.

Translating Bridge Messages

The Cisco Unity Bridge delivers fax and voice-mail messages between Cisco Unity and Octel
nodes by translating the different protocols involved, then delivering the messages in the format
the intended server is expecting. The Bridge server maintains a table for each system involved,
which it uses for the translation that it performs. The Cisco Unity table contains the Cisco Unity
server name, assigned serial number, and domain name. The Octel tables contain the server
name, unique Octel serial number, and telephone number of each Octel node it needs to
communicate with. When the Bridge server receives a message, it can look up the address of
the intended server, reformat the message in the way that the target server is expecting, and then
send the message to its destination.

Understanding Location Objects and Bridge Networking

Just as in the other forms of networking with Cisco Unity, location objects play a very important
role in Bridge networking. When you are configuring the primary location for Bridge
networking, there are two key properties that are specific for bridge networking: the Bridge
Node ID and the server address. The Bridge Node ID is Cisco Unity’s identification on the Octel
analog network. The server address is the FQDN of the Bridge server that Cisco Unity is
associated with. As previously stated, creating a dial plan for your organization that will result
in callers reaching subscribers correctly and efficiently is very important, so be sure that the
Dial IDs that you create do not conflict with previously assigned IDs.

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 Understanding Bridge Networking 315

You must create a delivery location for each Octel system using Bridge networking that
subscribers will be sending messages to. When you are creating a delivery location, select
Bridge as the destination type, and then enter the Octel Node ID, which is the serial number of
the Octel node. The Octel Node ID must match on both the Octel node and the Bridge
Administrator.

Using IVC and Bridge Networking

Cisco Unity uses IVC to send and receive Bridge messages. When a subscriber addresses a
message to a remote Bridge recipient, the message is passed to IVC as an OMNI message.
Because IVC is registered with Exchange for these types of messages, IVC changes the
message into the VPIM proprietary format and sends it to the Bridge via SMTP. Incoming
messages are changed from the VPIM format into voice messages and sent to Exchange for
delivery.
When using Bridge networking, the IVC for Exchange 2000 is the only supported version. If
your organization has both Exchange 5.5 and 2000 servers, the Exchange 5.5 Administrator
cannot be used to manage IVC for Exchange 2000. You can use the appropriate MMC snap-in.

Adding Bridge Subscribers

Like VPIM and Internet subscribers, Bridge subscribers have no mailbox storage in the
Exchange mail store. They each represent a subscriber on an Octel system. When you are
creating these subscribers, be sure to first create the Bridge delivery location of where that
subscriber is located.
There are three ways a Bridge subscriber can be created. You can use Octel’s NameNet
emulation to automatically create them in Cisco Unity; you can create them permanently on the
Cisco Unity Bridge; or you can manually create them by using the Cisco Unity Administrator.
When a subscriber is created, modified, or deleted using NameNet, that information is sent from
the Bridge server to Cisco Unity. The same thing occurs when changes occur on the Bridge
server.
Figure 10-32 shows a new Bridge subscriber being added with its key components.

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Figure 10-32 Adding a New Bridge Subscriber

Subscriber
Type = Bridge

Location
Where Remote
Octel System
Resides

Remote Mailbox
Number of
Subscriber on the
Remote Octel
System

When you are creating Bridge subscribers manually, you specify the delivery location of the
remote voice-mail system and the remote user mailbox number. A local extension for each
Bridge subscriber is also required; however, it does not need to match the remote mailbox
number. Bridge subscribers are also represented as contacts in AD. When Bridge subscribers
are deleted, by either individually deleting them or deleting the delivery location associated
with them, the contact information remains in AD. It needs to be manually deleted from there.
The message store options are not available to Bridge subscribers, because they do not have a
local message store. Like Internet, AMIS, and VPIM subscribers, Bridge subscribers cannot log
on to Cisco Unity via the telephone or use the Cisco Unity Assistant to receive message
notifications, receive MWIs, and own private lists.

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 Chapter Review Questions 317

Chapter Summary
In this chapter, you learned different types of networking options with Cisco Unity. Knowing
how messages are delivered and directories replicated is important in order to understand how
Cisco networking works. You learned how SMTP, AMIS, VPIM, and the Cisco Unity Bridge
are used to deliver messages, what Cisco Unity addressing options are available, which
scenarios would appropriately use blind addressing in Cisco Unity, the advantages of Cisco
Unity’s networking capabilities, creating and using Internet, AMIS, VPIM, and Bridge
subscribers. In particular, you learned how to do the following:
• Describe addressing options in Cisco Unity
• Describe the advantages of Cisco Unity’s networking capabilities
• Describe Cisco Unity digital networking
• Configure the default location object correctly
• Determine whether it is appropriate to use a dialing domain
• Select the Cisco Unity software components that are used to implement digital networking
• Create and use location objects
• Select which search options are appropriate in the Cisco Unity System Administrator
given a particular addressing and server configuration scenario
• Describe how Cisco Unity uses SMTP networking to deliver messages
• Create an SMTP delivery location
• Create and use Internet subscribers
• Describe how Cisco Unity uses VPIM networking to deliver messages
• Choose when a customer would appropriately use AMIS networking
• Choose when a customer would appropriately use the Unity Bridge
For additional information about Cisco Unity networking, refer to these resources:
• Cisco Unity Bridge Networking Guide
• Networking in Cisco Unity Guide (with Lotus Domino)
• Networking in Cisco Unity Guide (with Microsoft Exchange)

Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review questions for this chapter in Appendix A.
1 When implementing SMTP networking by itself between a Cisco Unity system and a
non–Cisco Unity server, without IVC, in what format do recipients receive voice
messages on the non–Cisco Unity server?

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2 When using SMTP networking between two Cisco Unity servers that do not share the
same global directory, are the voice attributes preserved when sending voice messages
between the Cisco Unity systems and using IVC?
3 If you plan to use VPIM networking to communicate with a third-party messaging system,
and you have several Cisco Unity servers networked together, how many Cisco Unity
servers require the VPIM license?
4 What method of communication does AMIS networking use with Cisco Unity to transfer
voice messages between voice-messaging systems?
5 What tool do you use to create the UAmis and UOmni accounts for AMIS networking and
Bridge networking, respectively?
6 What types of voice-mail systems can Cisco Unity communicate with when using Bridge
networking?
7 What types of messages can the UOmni mailbox receive when using Bridge networking?

8 When Cisco Unity synchronizes its Unity SQL database with the global directory, what
type of information copies over onto the directory?
9 When determining the type of Cisco networking to use, what is the preferred choice when
all the target servers are Cisco Unity servers and all use the same global directory?
10 You are the administrator of one Cisco Unity server in an organization that is using
networking to communicate with other messaging systems. If you log in to your server
using Cisco Unity Administrator, what location objects can you not delete from this
server?

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Upon completing this chapter, you will be able to perform the following tasks:
• Explain the recommended backup procedures for Cisco Unity
• Describe Cisco Unity administration tools
• Describe the Cisco Unity audio management tools
• Use Cisco Unity diagnostic tools
• Describe Cisco Unity reporting tools
• Understand the Cisco Unity switch integration tools
• Describe troubleshooting procedures for Cisco Unity and Cisco Personal Assistant
(PA)

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 CHA PTER
11
Unified Communications Backup
and Utilities
This chapter discusses the recommended backup procedures and various system utilities of
a Cisco Unity server. In addition, it explores the general troubleshooting techniques to help
find root causes for Cisco Unity and Cisco PA issues.

Backing Up Cisco Unity Systems

Cisco Unity, whether in a VoiceMail-only or Unified Messaging setup, requires regular
maintenance to ensure an efficiently running system. Knowing the proper backup
procedures for Cisco Unity is an important component of the maintenance.
To benefit fully from this section, it is recommended that you have the following
prerequisite skills and knowledge. (If you need a quick review, see the designated chapter,
where you can find more information on the topic.)
• General knowledge of backing up messaging systems (see Chapter 6, “Cisco Unified
Communications System Maintenance”)
• Knowledge of Cisco Unity UM and voice-mail configurations, and the message store
you use for each (see Chapter 8, “Cisco Unified Communications System Software”)
Here is a quick list of guidelines to follow when you are backing up a Cisco Unity system:
• Server preparation—See the Cisco Unity System Administration Guide
— Turn off Circular Logging
— Schedule backups during off-peak hours
• Cisco Unity Standard Backup—Use Backup Exec to back up the following items:
— Cisco Unity
— Operating system (OS)
— Exchange (Domino) information store and Directory
— Exchange (Domino) mailboxes
— Structured Query Language (SQL)
— System state

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Having a good backup strategy in place that provides a schedule for performing full backups is
important for the restoration of a Cisco Unity system, if the server requires it. If your
organization does not have a strategy already in place as part of its disaster recovery plan for
Microsoft Exchange, then you need to develop one; refer to the documentation provided by the
backup software that is used by the organization and to the appropriate documentation available
at [Link]
If your organization does not already have a software package for performing scheduled
backups, then consider the following data management programs, which have been qualified by
Cisco to use with Cisco Unity 4.0(x) for backups:
• VERITAS Backup Exec for Microsoft Windows NT and Microsoft Windows 2000,
version 8.5 and later
• VERITAS NetBackup version 4.5 and later
For technical assistance with Backup Exec or NetBackup, contact the VERITAS Software
Corporation through its website at [Link]
When you are preparing your system for backups, one of the recommended steps is to turn off
circular logging in Exchange. When new messages arrive on the Exchange server, the server
writes them into a transaction log. The transaction logs can later assist you in restoring a
message store if it becomes corrupted. When circular logging is on, the newest messages can
potentially overwrite the oldest messages in the transaction log. When the system starts to
overwrite log entries, you should not use the transaction logs to restore a message store.

NOTE By default, Microsoft Exchange 2000 has circular logging turned off, but it is on by default on
Microsoft Exchange 5.5.

The best time to perform backups on the Cisco Unity server is when the system is the least busy.
This means when the system is not processing calls, such as after regular business hours or
when no other tasks are running. This may include when the system is not generating system
reports or you have some reports in queue to generate.

Understanding Administration Tools and Utilities

The administration tools, which are located in the Tools Depot of Cisco Unity, enable you to
import different types of users into the system, upgrade the system, perform disaster recovery,
and change certain registry settings.

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 Understanding Administration Tools and Utilities 323

Understanding the administration tools that are available in a Cisco Unity system will help you
to maintain and possibly troubleshoot the system. Knowledge of and experience with these
tools will make maintenance of Cisco Unity much easier.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of Cisco Unity UM and voice-mail configurations, including the role of
subscribers and call handlers. (see Chapter 3, “Setting Up Cisco Unified
Communications”)
• Knowledge of how calls are handled in Cisco Unity (see Chapter 2, “Using Your Cisco
Unified Communications System”)
• Knowledge of the Cisco Unity software components (see Chapter 8)

Using Audio Text Manager

The Audio Text Manager application provides a fast, graphical view of the flow patterns of call
handlers configured in the Cisco Unity database and allows you to modify the flow patterns
quickly and easily. This is particularly useful for systems with complicated audio text
applications with many call handlers. It can be especially useful for troubleshooting an audio
text application. To run Audio Text Manager, you must have Cisco Unity 3.1(3) or later
installed, and it can run only on the local Cisco Unity system. Remotely using the application
through Terminal Services is possible. It also requires that the user have read and write access
to the Cisco Unity database SQL table, which by default the local Administrator group has.
You can view information in Audio Text Manager in either Tree View or Grid View. Figure
11-1 shows the application opened in Tree View. It shows the Opening Greeting with the option
0 highlighted. On the right side of the application, the tabs allow you to view most of the
information that is normally available to an administrator through the System Administrator
(SA). You can use the SA to view information about call handlers (such as Interviewer
Directory call handlers). In the example shown in Figure 11-1, you can see and make changes
to the settings of the Operator handler.

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324 Chapter 11: Unified Communications Backup and Utilities

Figure 11-1 Audio Text Manager

Using Bulk Edit

The Cisco Unity Bulk Edit utility enables you to make changes to a large number of call
handlers or subscribers simultaneously. Almost every parameter that you can change via the
system administrator is also available to change in volume using Bulk Edit, as well as some
items that are not visible in the System Administrator. However, Bulk Edit has no undo method
after you perform a change. This means that, for example, if you change a field incorrectly for
a large number of subscribers while using this utility, you will need to run Bulk Edit again or
individually correct the field using the System Administrator.
Figure 11-2 illustrates Bulk Edit being used to enable transfers to all the subscribers on a Cisco
Unity system.

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 Understanding Administration Tools and Utilities 325

Figure 11-2 Bulk Edit Utility

Bulk Edit also allows you to view a list of all the subscribers on Cisco Unity, or just a few of
them. The tool also has the following capabilities: edit a range of subscribers with any specified
starting and stopping extension; edit all subscribers on a particular distribution list or class of
service (CoS); edit all subscribers attached to a particular telephone switch (in a dual-switch
integration); or edit all subscribers referenced in a supplied comma-separated values (CSV) file.

Using Disaster Recovery Backup and Restore Tools

The Cisco Unity Disaster Recovery Backup tool, shown in Figure 11-3, captures all the Cisco
Unity–specific data from a server so that it can be restored using the Disaster Restore tool. This
is useful both for disaster recovery purposes using regularly scheduled backups and for
migration purposes. It works if you are using Exchange 5.5 and Exchange 2000 as the message
store and Cisco Unity 3.1(1) or later.

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Figure 11-3 Disaster Recovery Backup Tool

The Disaster Recovery Tools (DiRT) Backup provides a mechanism to back up all Cisco Unity–
specific data from a server and store it on an off-box network drive. If the server suffers a
catastrophic failure, the customer must rebuild it up to the point where Cisco Unity is running
as a clean, freshly installed system. At that point, the customer can run the Disaster Restore
utility to bring its server back up to the point at which the last backup took place.
The Restore utility will work on a newly built system with a different server name, on a different
domain, or if Cisco Unity was originally installed on a different drive or folder. The restore
utility will also work when the back-end connection is different. In other words, if the backup
performed was on a Cisco Unity system that is running Exchange 5.5, it is also possible to
restore it on a clean installation that is running the same version of Cisco Unity, but with
Exchange 2000 now installed. However, in all of these cases, you must install the same version
of Cisco Unity that existed when the original backup took place. The new Cisco Unity system
must also be up and running.
If you are connecting to Cisco CallManager, you also need to configure your Telephony
Application Programming Interface (TAPI) service provider (AvCiscoTSP) to integrate with
the Cisco CallManager voice-mail ports. Once you have the system working as a new, clean
install, you can perform the restore operation.

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 Understanding Administration Tools and Utilities 327

The information that is preserved includes all Cisco Unity objects and data such as greetings,
voice names, routing rules, passwords, call handlers, interviewers, subscriber data, and switch
configuration. Disaster Recovery Backup also gives you the option to back up report data and
subscriber messages.

NOTE DiRT should not be used to replace normal tape backups of your Exchange message store.

The Disaster Recovery tools are ideal for sites that install Cisco Unity in a UM configuration
and whose users are homed off-box. Typically, sites already have Exchange backup procedures
in place and want a way to quickly and easily back up and restore the Cisco Unity–specific
configuration information, without having to back up the entire Cisco Unity server. This is also
useful for sites that want to upgrade the server that Cisco Unity is running on, or would like to
change the disk partition configuration or location of where you installed Cisco Unity. The
Disaster Restore tool handles that on the fly.
DiRT does, however, have some caveats that are important to remember. Disaster Recovery
Backup works only in an Exchange environment, not Domino. Restoration is possible to a
system with the same version of Cisco Unity that the backup gathered. In other words, taking a
Cisco Unity 3.1(1) database backup and trying to restore it to a Cisco Unity 3.1(5) or 4.0 system
will not work.

NOTE Once the restore is in progress, there is no undo feature. The Restore utility replaces the entire
SQL database named UnityDb. Read the help files carefully before you use these Disaster
Recovery tools in a production environment.

Using Failover Monitor

Cisco Unity has an optional feature called Failover Monitor that provides simple redundancy,
maintaining voice-mail message functions for users if the Cisco Unity server becomes
unreachable or when you want to perform maintenance. For Cisco Unity failover, you can
install Cisco Unity on two servers, one being the primary and the other the secondary (or
partner).
Figure 11-4 illustrates the Failover Monitor application where the Local Cisco Unity server is
the active one.

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328 Chapter 11: Unified Communications Backup and Utilities

Figure 11-4 Failover Monitor Application

Failover Monitor enables you to view real-time status information, such as the state of your
primary and partner failover Cisco Unity servers. You can see which one is active and ready to
process voice-mail functions and which one is inactive. You can also perform a force failover
condition between the two Cisco Unity servers to perform maintenance. For more information
on Cisco Unity failover, visit:
[Link]
products_installation_and_configuration_guide_book09186a00801b9241.html.

Using Migrate Subscriber Data Tool

Migrate Subscriber Data Tool, shown in Figure 11-5, enables you to move subscriber settings
from a Cisco Unity subscriber account to a regular mail user account. This tool allows you to
preserve all the subscriber settings, such as voice name, greetings, and private distribution lists,
because it adds these Cisco Unity–specific attributes to the mail user account attributes. The
mail user becomes the new Cisco Unity subscriber. The tool is useful for moving from a
VoiceMail-only installation to UM, or for migrating users from another voice-mail system to
Cisco Unity (for example, migrating Octel users who have been set up as Bridge subscribers).

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 Understanding Administration Tools and Utilities 329

Figure 11-5 Migrate Subscriber Data Tool

Here is an example of a scenario in which you would use Migrate Subscriber Data Tool: John
Smith has two directory accounts. He uses one for voice-mail messages only (vJSmith) and
the other for e-mail only (Jsmith). You (as the administrator) would like to move John’s voice-
mail account into his e-mail account because you want to consolidate them so that he has only
one account. You open Migrate Subscriber Data Tool and select John’s Cisco Unity subscriber
account and his e-mail account, and then click the Migrate Subscriber Data button. The result
is that John’s subscriber record changes. His e-mail account directory ID overwrites his voice-
mail directory ID.
His alias, display name, and first and last name transfer over from his e-mail account to his
subscriber record. His primary call handler alias changes to match his e-mail account alias.
These modifications take place first within the Cisco Unity database, not the directory. The
Migrate Subscriber tool removes the subscriber-specific settings from his previous subscriber
directory account, but it does not delete the account. When you exit the tool, the Cisco Unity
database then synchronizes itself with the directory. When the directory synchronization is

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complete, any new voice-mail messages that John receives arrive at his e-mail account, which
is now his subscriber account as well.

Using the Cisco Unity Licensing Utility

Using the Cisco Unity Licensing utility, shown in Figure 11-6, is an easy way to view Cisco
Unity licensing information. The Cisco Unity server shown in Figure 11-6 is licensed for 72
voice ports. The FlexLM licensing controls many aspects of your Cisco Unity configuration,
such as how many languages, voice ports, and text-to-speech sessions are allowed on the
system. If you try to install a new feature or add another language and the system does not allow
you to do so, it may be because the license is not present. You would need to purchase additional
licenses. When you receive the new license file, you would run the License Wizard and then, as
a check, look at the License Viewer to confirm that your new licenses are active.

Figure 11-6 License Viewer Utility

Using Global Subscriber Manager

Global Subscriber Manager (GSM), shown in Figure 11-7, shows your entire Cisco Unity
network broken down by dialing domains (DDs) and servers. GSM enables you to locate
individual subscribers quickly and, by double-clicking the subscriber, launch the system
administrator console page for that subscriber, regardless of which server their message store
resides on. You can select any scope to see all the subscribers at that level. Searching can be
done by DD, by server, or globally across the entire Cisco Unity network.

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Figure 11-7 GSM Tool

GSM displays your Cisco Unity network in a tree, organized by DDs and servers. The top of
the Cisco Unity network is the Global directory. Under the Global directory is a node for each
DD. Under each DD is a node for each server within that DD. If a Cisco Unity server does not
belong to a DD, it shows up at the DD level with its name in curly brackets, {}.
Clicking any node in the tree shows all subscribers at that level. For example, clicking a DD
shows all subscribers homed on any server that is a member of that DD. Clicking the Global
node shows you all subscribers in your entire Cisco Unity network.
Once you have located the subscriber you want to view in more detail or edit, you just double-
click that specific subscriber and the GSM will launch the system administrator console on the
subscriber’s home server and bring you right to their profile page.
GSM is also capable of importing users into Cisco Unity.

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Understanding Audio Management Tools and Utilities

Audio management tools are accessible through the Cisco Unity Tools Depot. These tools are
used to adjust audio levels and the quality of Cisco Unity prompts and greetings. You can also
change the compression/decompression (codec) or audio formats in which Cisco Unity stores
voice messages.
An organization may need to change the codec it uses on an existing Cisco Unity
implementation. Modifying the audio levels may also be required after an upgrade.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of how calls are handled in Cisco Unity (see Chapter 2)
• Knowledge of how to change the different greeting in Cisco Unity (see Chapter 3)
• Knowledge of corporate voice-messaging needs (see Chapter 9, “Cisco Unified
Communications Integrations”)

Using Set Record Format

The Set Record Format utility, shown in Figure 11-8, allows you to choose any sound codec
installed on the Cisco Unity server and make it the default recording format that Cisco Unity
uses for all new recordings. By default, the record format is set to 8Kbps Mu-Law (codec 711).
You can select any codec and adjust the sample rates. Existing recordings and greetings do not
convert to the new codec. It is not possible to select specific formats for items such as individual
users, ports, and WAV file types. After you make a change, you need to restart Cisco Unity for
the recording format changes to take effect.

Figure 11-8 Set Record Format Utility

Be sure to select a codec that all clients are compatible with or else some users may encounter
voice-quality issues. The audio quality of the G.711 and G.729 codecs is noticeably different.
If you send a voice mail to a user who will be accessing that message via their desktop

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messaging client, they will need the same codec installed on their local system to play it. This
utility will not run using Terminal Services.

Using Set WAV Format

The Set WAV Format tool, shown in Figure 11-9, allows you to convert all the existing greetings
and voice names on a Cisco Unity server to a selected WAV codec. You can choose from G.711
Mu-Law, G.711 aLaw, or G.729a.

Figure 11-9 Set WAV Format Tool

If a site has selected to change recording formats from G.711 (default) to G.729a, for instance,
you may want to use this tool to convert all standard greetings and voice names into G.729a.
Although Cisco Unity will convert from G.711 to G.729a (and vice versa) on the fly using
software, this conversion does require some CPU cycles, so it is often desirable to have all WAV
files in the same format to prevent this.
Cisco strongly recommends that you back up your greetings and voice names before changing
their format. If the conversion damages the WAV files or the sound quality is poor, you can then
recover some or all of them. The Set WAV Format tool has a built-in backup-and-restore
mechanism for all greetings and voice names. You would simply check the Save Original Files
To check box and then click Browse and select a directory to copy greetings to. Before
modifying the WAV files, the tool copies all greetings and voice names to the target directory.

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To restore these greetings, you would select the Restore Backed Up Greetings and Voice Names
option from the File menu.
Set WAV Format does not convert standard messages in subscribers’ mailboxes. Converting
WAV files from G.711 to G.729 and back to G.711 degrades their sound quality, because the
compression process of each format is different and you lose a certain amount of information
during the conversion. After you convert messages, you do not need to reboot the Cisco Unity
system for the changes to take effect.

NOTE Setting a file to the same codec does not have any negative effect on the WAV files. The Set
WAV Format tool will identify these instances and not modify the file.

Using WaveGain
The WaveGain utility, shown in Figure 11-10, allows you to adjust the overall volume for all
new recordings or for all playbacks when using Cisco CallManager. The volume values used
are in decibels, where a positive number increases the volume and a negative number decreases
it. The changes take place immediately while Cisco Unity is running so that you can quickly
adjust the playback/record levels until you are happy with them. Once you have found the
values you want, you need to write them into the registry either manually or by using the
Advanced Settings tool. In either case, you must edit the registry for the values to take effect
the next time you restart your system.

Figure 11-10 WaveGain Utility

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Understanding Diagnostic Tools and Utilities

Diagnostic tools are available with Cisco Unity. These tools help you to configure traces and
capture information to resolve Cisco Unity issues.
The Cisco Unity diagnostic tools assist you to maintain a properly running Cisco Unity system.
For example, the dbWalker utility checks the integrity of your database, and the Diagnostic
Traces utility logs further information for Cisco TACACS to help troubleshoot any issues with
your system.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of the different networking features available for Cisco Unity, especially
SMTP networking (see Chapter 10, “Unified Communications Networking”)
• Knowledge of the Cisco Unity installation process (see Chapter 8)
• Understand the different Cisco Unity architectures (see Chapter 8)

Using Cisco Unity Data Link Explorer

One of the main features of the Cisco Unity Data Link Explorer (CUDLE) tool, shown in Figure
11-11 with the Subscriber table highlighted, is that it helps you quickly explore the Cisco Unity
database in Microsoft SQL in a read-only view. It is safe to use because no updates can be made
to the database, and you can run it off-box to connect to other Cisco Unity servers. The CUDLE
tool also has the option to view the Cisco Unity local registry tree, and it comes with its own
Query Builder, SQL Query Analyzer, that is similar to the one that comes with SQL 2000
Enterprise. The CUDLE tool is useful for learning more about Cisco Unity SQL tables.

Using Database Walker (dbWalker)

The dbWalker utility, shown in Figure 11-12, examines the Cisco Unity database and makes a
series of checks on all objects in the database, including call handler, subscriber, subscriber
template, Interview handler, location, and Directory handler objects. If dbWalker encounters an
issue, the string “(error)” appears in red in the output HTML. Warning strings show up in yellow
and start with “(warning)”. They indicate items that you should check on, but they may not be
actual problems. If an item is automatically fixed, a string that starts with “(fixed)” is logged in
green directly under the error to indicate what was done.

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Figure 11-11 CUDLE Tool

When dbWalker is complete, a dialog box pops up to let you know that it is finished and to tell
you how many errors and warnings, if any, the utility found during the process. It gives you the
opportunity to view the output file. By searching the output file for the string “(error)” or
“(warning)”, you can go right to each problem in the log. Brief explanations of the problems
encountered usually appear on the following line in the log. Be sure to read them in their
entirety to determine what you should do about them, if anything.

NOTE The first time that you run dbWalker, it is strongly recommended that you run it with no options
selected for it to automatically fix any issues that it finds. Instead, run dbWalker and check the
results to see what errors or warnings it has found first. Once you understand the changes that
the tool will make, choose the options that specify what you prefer it to fix automatically and
then run dbWalker again.

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 Understanding Diagnostic Tools and Utilities 337

Figure 11-12 DbWalker Utility

Some problems are logged as errors and fixed automatically (that is, if dbWalker finds the
standard contact rule or greeting rule disabled, it re-enables it on the fly). The utility can
optionally fix some problems if you indicate that it should do so (for example, it removes
orphaned call handlers if you check the option for it to do so at the top of the form).
Other problems require manual intervention to clear up the issue. You can set the Logging
Detail drop-down list box to show information about all objects checked during the database
walk or you can choose to limit the output to only those objects that encounter one or more
errors (default). Each time you click the Walk Database button, the utility generates a new
output file and stores it under the \logs\ directory where you installed dbWalker. To view the
logs directory quickly, select File > View Log Directory and File Explorer will open to that
directory automatically. Whenever dbWalker runs, it automatically deletes any logs in this
directory that are older than 10 days.

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Using Event Monitoring Service

Event Monitoring Service (EMS) for Cisco Unity provides basic notification options when
particular events are recorded in the event logs. You can choose which events will trigger a
notification, who will be notified, and how they will receive the notification.
You can choose to send a voice mail or e-mail notification to either a subscriber or distribution
list, or send an e-mail to one or more SMTP addresses that you define when an event arrives in
the event log.
You can set up a notification for when a specific event ID is written to the event log or for any
event IDs.
In Figure 11-13, the highlighted Monitored Event is for the source CiscoUnity_TSP, with event
ID 114. If this error is written to the event log, a notification will be sent to the associated
recipient, John Davis. John Davis will be sent an SMTP e-mail to the defined SMTP address.

Figure 11-13 EMS Tool

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 Understanding Diagnostic Tools and Utilities 339

TIP If you would like more information about Cisco Unity–specific errors that appear in the
Application Event log, go to the following link and perform a search based on the event ID:
[Link]

Using Cisco Unity Diagnostic Tool

The Cisco Unity Diagnostic Tool enables you to create and view diagnostic log files to
troubleshoot issues with Cisco Unity. Figure 11-14 illustrates Diagnostic Traces at the Macro
Traces level.

Figure 11-14 Diagnostic Traces Tool, Macro Traces

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The wizard replaces the diagnostic log functionality in Maestro Tools and allows you or the
Cisco TAC staff to select which of the diagnostic traces to run at either of two levels:
• Macro traces—These are component traces that are grouped together to help diagnose
particular issues. Some examples of problems are message waiting indicators (MWI)
problems and system problems.
• Micro traces—These are the individual component traces. Each component has up to 32
traces that you can choose from, and they normally provide more detail of the actual
component or service that you want to monitor.
The Cisco Unity Diagnostic Tool also allows you or the Cisco TAC staff to perform the
following tasks:
• Create new log files on demand—This makes troubleshooting a particular problem easier.
When an issue can be reproduced reliably, you can close all existing log files and create
new files prior to reproducing the problem. This eliminates many unnecessary and
unrelated items from appearing in the logs.
• Configure log settings—You can adjust the maximum disk space allowed for all
diagnostic log files. The default setting is 400 MB. The Logging Properties window also
allows you to disable all diagnostic output by clearing the Diagnostic Output check box.
You can also change the path of where to write the trace files. By default, they are located
within the Commserver directory in the logs folder.
• Gather standard logs—This option enables you to gather all or selected Microsoft
Windows event logs and Cisco Unity logs in a quick manner. This includes the System
and Application Event logs.
• Disable all traces—This is a quick way to return diagnostic logs to their default settings
after troubleshooting efforts are completed.
• View the event log—You can view or export the event logs for either the local computer
or another computer within the Cisco Unity Diagnostic Tool.

Troubleshooting Using SysCheck

The Check Unity Configuration Wizard (SysCheck) tool, shown in Figure 11-15, is useful in
troubleshooting difficulties when the Cisco Unity installation program is not able to complete
due to missing rights, permissions, or applications. This is the same tool used by the setup
application itself to determine if the account running the Cisco Unity setup has all the rights
necessary to complete the task. Running SysCheck directly will give you more detailed
information about the source of the failure and can assist you in resolving the problem.

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 Understanding Reporting Tools and Utilities 341

Figure 11-15 SysCheck Utility

You can run SysCheck prior to installation, directly from the Cisco Unity installation CDs, or
post installation to check if rights/permissions were removed from the Cisco Unity service
account. You can also use this utility to check for basic database configuration issues, to check
for database inconsistencies, and to see if the proper service packs and versions of applications
are present. Although it has the ability to check for database inconsistencies, use the dbWalker
tool for this purpose instead. SysCheck is primarily a rights-checking application.

Understanding Reporting Tools and Utilities

There are additional reporting tools that are part of the Tools Depot in Cisco Unity. These
reporting tools gather important information about your Cisco Unity system. Some are useful
particularly for monitoring or troubleshooting the Cisco Unity Bridge. Running them can assist
you to keep a Cisco Unity system running efficiently and to isolate issues.

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To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of the historical reporting tools available with Cisco Unity (see Chapter 6)
• Knowledge of the messaging ports used with Cisco Unity (see Chapter 9)
• Knowledge of the different networking features available for Cisco Unity, especially
Bridge networking (see Chapter 10)

Using Bridge Traffic Analyzer

The Bridge Traffic Analyzer tool, shown in Figure 11-16, enables you to obtain traffic data on
your Cisco Bridge units to determine the following:
• Total size of messages sent
• Number of messages sent
• Which servers messages have come from or gone to
• How long it takes for messages to arrive at their destinations
• How many analog ports are in use for message transport

Figure 11-16 Bridge Traffic Analyzer Tool

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 Understanding Reporting Tools and Utilities 343

The Bridge Traffic Analyzer tool can generate four types of reports: Port Availability, Message
Queue Activity, Message Latency, and Node Message Traffic.
The Port Availability report does not take any parameters; instead, it processes analog port
activity on the log for the entire day. The purpose of this report is to show how many analog
ports the Cisco Bridge uses to communicate to Octel nodes at any given time of the day. The
report shows a bar for each minute of the day, indicating how many ports are in use and how
many ports are available to take calls. You can choose to show busy ports, ports available to take
calls, or both, by using the check boxes at the top of the report form.
The Message Queue Activity report shows how many messages and how much data are passing
through the inbound and outbound message queues on the Bridge server. Inbound messages are
those traveling from Octel nodes to the Bridge via analog lines and then to the Cisco Unity
servers via IP. Outbound messages are those traveling from Cisco Unity to the Bridge via IP and
then to the Octel node.
The Message Latency report enables you to see how long messages sit in the outbound queue
before they are delivered to the Octel nodes via the analog lines on the Bridge. This report
shows only the outbound messages because inbound messages that arrive at the Bridge server
from Octel use the IP network to deliver the message, and, therefore, the total time in the queue
is very short. Outbound messages, on the other hand, arrive from Cisco Unity via IP, enter the
queue, and then the Bridge uses the analog lines to deliver the messages to the target Octel node.
If port resources are limited on the Bridge unit, messages can wait in queue for delivery for a
long time and thus create a bottleneck at the analog lines.
The Node Message Traffic report shows how many messages and how much data are passing
between different Cisco Unity and Octel nodes. For example, this report can show which Octel
nodes a specific Cisco Unity server exchanges messages with most heavily. As with the
Message Latency report, you can run a report for a time range by selecting one or more Cisco
Unity nodes.

NOTE You can run Bridge Traffic Analyzer on or off the Cisco Unity server. The only necessity is
access to the logging directory on the Bridge server. However, if possible, do not run the tool
on the Cisco Unity server, to avoid adding additional overhead.

Using Port Usage Analyzer

Port Usage Analyzer, shown in Figure 11-17, can assist you to determine whether an
implementation of Cisco Unity requires more ports. Having an insufficient number of ports
could cause callers to receive a busy signal when they dial Cisco Unity, cause delay dialouts for
message notification, or cause delayed MWIs, resulting in complaints of delayed messages.

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Figure 11-17 Port Usage Analyzer Tool

Port Usage Analyzer is a suite of four reports that is designed to give administrators a better
idea of the call-traffic loads that their Cisco Unity servers are experiencing. The reports generate
a graphical chart for easy analysis, which you can save in simple CSV files if you want to do
more post-processing. The suite of reports includes the following, each of which has its own
corresponding tab:
• Port Availability—This report does not have parameters to configure. Instead, it records
port activity information on the log for the entire day. The purpose of this report is to show
how many ports the system is using and how many are available to process incoming calls
at any given time of the day. The report shows a bar for each minute of the day, indicating
how many ports are in use and how many ports are available to take calls. You can choose
to show busy ports, ports that are available to take calls, or both, by using the check boxes
at the top of the report form.
• Call Distribution—This report shows what types of calls are coming in or going out of
each port over the time range specified. By default, the report runs for the entire day and
shows totals of call types for each port. However, you can select a custom time range to
run against.
• Port Time Use—This report shows the same type of information that the Call Distribution
report shows. However, it shows how many seconds each port was busy with each type of
call. By default, the report also runs over the entire day.
• Call Traffic—This report shows how many of each of the five types of calls went into a
port or originated from a port for each minute of the day. As with the other reports, the
Call Traffic report runs over the course of the entire day, but you can zoom in from a full

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24 hours to as close as 1 hour of data shown at a time using the Zoom menu. The Call
Traffic report can be useful in gauging how many calls are being processed by the system
during different times of the day, in particular, if Cisco Unity is acting as a call redirector
to internal extensions or similar extension. In conjunction with the Port Availability report,
it should give you a good idea of the traffic-load patterns that your system is experiencing
over the course of a day.

Using Gather Unity System Information

The Gather Unity System Information (GUSI) utility, shown in Figure 11-18, gathers basic
information about the local Cisco Unity server installation and the last 5 days’ worth of
Application Event and System Event log data.

Figure 11-18 GUSI Utility

GUSI is an easy to understand tool. When you run it, the basic system information appears in
the window, as Figure 11-18 demonstrates. You can copy this information to the clipboard by
selecting Paste to Clipboard from the File menu. To gather the additional Application Event log
data that Cisco TAC needs for troubleshooting, you would click the Write To File button. This
writes the Application Event and System Event log messages for the last 5 days, including the
system information shown in the window, and bundles it all into a single cabinet file (Windows
file with a .cab extension), in the directory indicated. In most cases, the default directory, under
\Commserver\SystemInfo, should be fine. However, if for whatever reason you want to use a

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different directory, use the Browse button to select an existing directory or create a new one.
You can also run this tool in silent mode and schedule it to run at a given time using the
Windows Scheduler.

Understanding Unity Switch Integration Tools and

Utilities
The switch integration tools, located in the Tools Depot, are a very important part of Cisco
Unity’s suite of tools. They are a great aid in troubleshooting the integration between Cisco
Unity and a telephone system. If the integration is not set up correctly, Cisco Unity may not
function properly, in which case callers may not be able to leave messages or users may not be
able to retrieve their messages. At other times, technicians may spend a great deal of time
troubleshooting Cisco Unity when in fact the issue is occurring on the telephone system. These
switch integration tools can help in isolating these issues.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of the different telephone switch integrations supported with Cisco Unity 4.0
(see Chapter 1, “Cisco Unified Communications System Fundamentals,” and Chapter 9)
• Knowledge of Cisco Unity call flow (see Chapters 2 and 3)

Using Call Viewer

The Call Viewer application, shown in Figure 11-19, displays call information for incoming
calls on an IP integration. It displays all incoming call information, which is sometimes used to
create call routing rules in Cisco Unity. If any information for a call is not displayed by this
application, then the switch integration did not send that information. You can use Call Viewer
to initially troubleshoot calls that are not going to the proper mailbox, to view call duration, and
to view the port numbers used for incoming calls.

Figure 11-19 Call Viewer Application

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The Always on Top option on the View menu is useful when you are editing and testing new
call routing rules in the System Administrator. You can have the Call Viewer open in the corner
while you are testing your new rule values.
The Cisco TAC team may want to review call data on your system. Call Viewer has an option
that allows you to save this information to a log file. It can log up to 1000 calls before clearing
the log.
Call Viewer works only with IP integrations, such as Cisco CallManager. It does not work on
circuit-switched PBXs. For circuit-switched PBXs, you would use Integration Monitor,
discussed later in the chapter in the section “Using Integration Monitor.”

Using the Switch Configuration Utility

The Switch Configuration utility allows you to edit specific integration information for a switch
on the Cisco Unity server. You can set data such as MWI ON/OFF codes, the number of rings
before Cisco Unity answers an incoming call, delays or access codes needed for out-dialing to
a telephone switch, as well as tone definition settings, call supervision settings, and integration
settings.
Figure 11-20 illustrates the Switch Configuration utility in Editor mode showing the Incoming
Calls tab settings.
A field technician or a support person with knowledge of the switch integration features would
most likely use this tool if they were applying it to an integration. The system may need to be
restarted if changes are made using Switch Configuration. Use this tool carefully, because your
switch integration with the phone system can possibly stop working if this tool is used
incorrectly. The tool can modify Registry settings or change the protocol (language) used for
the switch integration. Do not use this tool when making switch-related changes to a Cisco
CallManager integration. Instead, select Start > Settings > Control Panel > Phone and
Modem Options and click the Advanced tab, on which you can gain access to the TSP used
by Cisco Unity and Cisco CallManager. You can also use the Cisco Unity Telephony Integration
Manager tool for this purpose.

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Figure 11-20 Switch Configuration Utility

Using Integration Monitor

The Integration Monitor utility, shown in Figure 11-21, displays detailed call information that
is coming from a circuit-switched phone system. This utility shows much of the same
information that Call Viewer shows, but it also includes raw packet information. It also has the
ability to monitor outbound call information.
Integration Monitor does not function when the integration is between Cisco Unity and Cisco
CallManager. Use this tool for DTMF and Simplified Message Desk Interface (SMDI)
integrations only.

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Figure 11-21 Integration Monitor Utility

Troubleshooting and Monitoring Cisco PA

Issues can arise with the Cisco PA installation; however, you can use specific tools to monitor
Cisco PA performance, to help you to detect any system problems, and then use other tools to
troubleshoot any problems that you detect.
An efficiently running Cisco PA system greatly increases the customer’s satisfaction with the
product. Knowledge of how to troubleshoot Cisco PA will help you to find a resolution to a
problem quicker.
To benefit fully from this section, it is recommended that you have the following prerequisite
skills and knowledge. (If you need a quick review, see the designated chapter, where you can
find more information on the topic.)
• Knowledge of the Cisco PA architecture (see Chapter 8)
• Knowledge of the Cisco PA call flow (see Chapter 1)

Resolving Issues Encountered when Using PA

You may encounter many common issues with Cisco PA. Here is a quick list:
• Users are unable to access the user interface
• Users are unable to use speech commands
• Users are offered too many dial-by-name options

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• Dial rules are not working properly

• Users cannot browse voice mail
If you encounter other issues that are not listed here, a good place to look for a resolution is in
the “Troubleshooting Cisco Personal Assistant” chapter of the Cisco Personal Assistant
Administration Guide available at [Link].
If a user is not able to log in to the Cisco PA user interface, verify that the user is using the
correct login name, which should match the unique user attribute identified in the corporate
directory. This may be the user’s e-mail name or telephone number.
If users have to use touch-tone dialing because voice commands are not functioning, check that
the speech-recognition server is working properly. If that is not the cause, you may have an
inadequate number of speech-recognition server licenses to handle the number of users. In that
case, you may need to add more speech licenses. You should also make sure you refresh the
servers after you add any new speech-recognition server licenses. You must perform this before
those servers can support users.
Users may report that too many matches are offered when they are using dial-by-name.
Lowering the Max Disambiguate parameter located within the speech-recognition settings on
the Cisco PA server will reduce the number of matches.
When searching for options on how to configure dial rules, it is possible to configure them in
Cisco PA through the Cisco PA administration interface or through the user interface. Those
that are set through the administration interface take priority. Therefore, if a user configures a
dial rule that conflicts with one configured by the administrator, the system uses the
administrator’s dial rule.
If all users are unable to browse their voice-mail messages in Cisco Unity through Cisco PA,
then select System > Messaging and check the messaging configuration. Cisco PA requires the
use of unqualified DNS names to identify the voice-mail servers; in other words, Unity1 must
be used rather than [Link]. The IP address of the voice-mail server will also not
work if it is used in place of the unqualified DNS name.
If only one user cannot browse their voice-mail messages, you should check to see that the
user’s voice mailbox number matches the user’s extension in Cisco CallManager, and that the
user’s ID is the same in both as well.

Monitoring Performance of PA
Here is a list of performance monitor counters that are common when troubleshooting
Cisco PA:
• Calls Answered
• Dial-by-Name: Disambiguations
• Dial-by-Name: Reconfirmations

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• Dial-by-Name: Speech System Error

• Voice Mail
• Voice Mail Login Failure
• Voice Mail Reconfirmation
Cisco PA monitoring counters use Microsoft Windows Performance Monitor. These counters
are helpful in determining issues that occur. For example, if there are many Dial-by-Name:
Disambiguations, this may indicate issues related with speech recognition. Other counters may
be helpful in determining whether the system requires additional resources for more speech-
recognition sessions or overall Cisco PA sessions.
The “Troubleshooting” section of the Cisco Personal Assistant Administration Guide, available
at [Link], includes an explanation of all the counters.

Collecting Call History, Trace, and Debug Information

A customer may ask you to investigate telephone toll fraud on its system. The Call History logs
can help you to track this information. The first line in the log file tells you how to read the call
history records.
Cisco PA writes call history records to a series of files named [Link] while xx
represents the range 00 to 99. These are stored on the Cisco PA server under the \logs folder.
Each log is limited to 2 MB; when the logs are full, they start to write over existing log
information.
Here is a list of some of the characteristics of call history information:
• Used to identify toll fraud
• [Link] in \logs folder
• Each log limited to 2 MB
• 100 files
• Overwrites when full
Cisco PA can also use the CiscoWorks 2000 Syslog facility, in which case syslog receives the
call history information.
Cisco TAC may request traces from the Cisco PA server if you contact it for assistance on an
issue. Collecting traces can have a performance impact on the system. Therefore, you should
capture traces only when requested by Cisco TAC. Once the traces are captured, you can turn
the traces off. Traces are set under the System Configuration menu in Cisco PA. When you go
to the Traces page, you can select which traces to collect, and then click Save. After you do this,
the traces start to be captured immediately. When you are finished collecting the traces, turn off
the trace and then debug by clicking Clear All for each of the options you selected before and
then clicking Save.

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The following are the trace packages available, in which the packages trace:
• PASRV—Main PA server system
• SS_PA_TEL—Telephony system
• SS_PA—PA subsystem for LDAP access
• SS_PA_MAIL—Subsystem that interacts with the voice mail and paging
• PASCCP—Skinny protocol subsystem (SPS)
• PARULES—Rules-based call routing subsystem
• PASpeech—Speech-recognition subsystem
• PADtmf—DTMF interface
• PAVmail—Speech-enabled voice-mail package
• PADbn—Dial-by-name subsystem
• DialRules—System-wide dialing rules subsystem
• GRMR—Speech grammar generation
• PASpokenName—Subsystem that records the user's spoken name
• Perfmon—Performance monitoring subsystem
The collected trace information is stored in the \logs folder of the Cisco PA directory.
If you install CiscoWorks 2000 Syslog, the system will also write the collected trace
information to syslog.
Example 11-1 shows a sample of the type of information that is found in the Cisco PA log files.
Example 11-1 Cisco PA Log Files Sample Text
21122: Sep 06 [Link].229 PDT %PA-PASpeech-7-DEBUG:4006: nresult = 0
21123: Sep 06 [Link].229 PDT %PA-PASpeech-7-DEBUG:4006: pauser is null for
disambiguation
21124: Sep 06 [Link].229 PDT %PA-PASpeech-7-DEBUG:4006: Nothing to disambiguate ..
21125: Sep 06 [Link].229 PDT %PA-PASpeech-7-DEBUG:4006: cmd = exit confidence=45
21126: Sep 06 [Link].229 PDT %PA-PASpeech-7-DEBUG:4006: MainMenu: isCmdexit:
condition check is true
21127: Sep 06 [Link].229 PDT %PA-PASpeech-6-INFO:PAVmailDialog: Entering the onExit
method
21128: Sep 06 [Link].229 PDT %PA-PASpeech-6-INFO:PAVmailDialog: Entering the
prepareEndResult method
21129: Sep 06 [Link].292 PDT %PA-PASpeech-6-INFO:4006: PAVmailDialog: play
VMAIL_PA_TRANSFER
21130: Sep 06 [Link].292 PDT %PA-PASpeech-6-INFO:4006: PAVmailDialog: exceptions,
return to PA
21131: Sep 06 [Link].292 PDT %PA-PASpeech-6-INFO:PAVmailDialog: Exiting the
prepareEndResult method

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 Chapter Summary 353

Chapter Summary
In this chapter, you learned about the guidelines for backing up Cisco Unity, about the different
selected Cisco Unity utilities and tools, and about the troubleshooting approaches for Cisco
Unity and Cisco PA.
Specifically, you learned about the function of the following utilities and tools:
• Selected Cisco Unity Administration tools
• Set Record Format
• Set WAV Format
• WaveGain
• Database Walker
• Diagnostic Traces
• SysCheck
• Bridge Traffic Analyzer
• Port Usage Analyzer
• Gather Unity System Information (GUSI)
• Call Viewer
• Switch Configuration
• Integration Monitor
You also learned how to do the following:
• Resolve selected PA issues
• Collect call history information
• Monitor PA performance
• Set and collect trace and debug information
For additional information on the topics presented in this chapter, refer to these resources:
• Cisco Unity white papers
— Backing Up and Restoring a Cisco Unity Server
— Security Best Practices for Cisco Unity
• Cisco Unity Troubleshooting Guide
• Cisco Unity System Administration Guide
• Cisco Unity Bridge Networking Guide
• Various Cisco Unity Integration guides
• Cisco Personal Assistant Administration Guide
These references can be found by going to [Link] and searching for the exact reference
names.

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Chapter Review Questions

Use this section to test yourself on how well you learned the concepts discussed in this chapter.
You can find the answers to the review question for this chapter in Appendix A.
1 A Standard Cisco Unity Backup should include what components?
2 When is the best time to perform backups of a Cisco Unity system?

3 Which utility can you use to view the flow patterns of call handlers that are configured in
the Cisco Unity database?
4 Suppose that you have ten subscribers in Cisco Unity and you would like to require them
to change their phone password the next time they log in. Which Cisco utility best helps
you to set this up quickly?
5 John Smith has two accounts in Exchange, one for voice mail only and the other for e-
mail. He would like to have only one account for both functions. Which Cisco Unity utility
can help you to consolidate these into one account for John?
6 Which Cisco Unity tool can you use to change the codec of all standard greetings and
voice names from G.711 to G.729?
7 Which Cisco Unity utility can examine the Cisco Unity database by performing a series
of checks on all call handler, subscriber, subscriber template, interview handler, location
and directory handler objects in the database?
8 When using Bridge networking with Cisco Unity, which reporting tool can show you the
amount of message traffic on your Bridge server?
9 If your organization has a Cisco Unity system integrated with a Cisco CallManager
system, and some calls are not going to the proper mailbox, which Cisco Unity tool can
you use to see call information that is received from CallManager?
10 If users are reporting that too many matches show up when they are using the dial-by-
name feature in Cisco PA, what can you do to reduce the number of matches?

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From the Library of David Alfaro Cordova
 APPENDIX
A

Chapter Review Questions

Chapter 1
1 Name three of the standard features new to Cisco Unity 4.0.
Answer: The following are new standard features introduced in Cisco Unity 4.0:
• Cisco PCA
• CUGA
• FlexLM software security
• Live Reply
• Flex Stack
• 12- to 24-hour clock support
• CUSPA
• CUICA
• DVD installation
• Multiple directory handlers
• SIP
• Additional EMEA voice board support:
— D/120JCT-LS and D/120JCT-Euro revision II cards
— D/41JCT-LS and D/41JCT-Euro cards
2 Name an optional networking feature that is new in Unity 4.0.
Answer: The following is the new networking feature introduced in Cisco Unity 4.0:
• VPIM. Cisco Unity voice-mail only (VM) and Cisco Unity unified messaging (UM)
for Exchange support VPIM with the Meridian Net Gateway for Meridian Mail,
Mitel/Baypoint NuPoint Messenger, and Nortel CallPilot
3 What new feature enables Cisco Unity to transfer a user immediately to the subscriber who left
a message that the user is currently listening to?
Answer: Live Reply.

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358 Appendix A: Chapter Review Questions

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

Answer: True. This is a new feature in Cisco Unity 4.0.
5 Which IETF standard does Cisco Unity now support in version 4.0?
Answer: SIP.
6 What client software package allows Unified Messaging on Lotus Notes client desktops with Cisco
Unity?
Answer: DUCS, which IBM Lotus developed.
7 Name three of the qualified third-party fax solutions for Cisco Unity Integrated Faxing.
Answer:
• Biscom FAXCOM for Microsoft Exchange, Version 6.19 or later
• Captaris RightFax Version 6 or later
• Esker FaxGate Version 7 or later
• Fenestrae FAXination Version 4 or later
• Interstar LightningFAX Version 5.5 or later
• Omtool Fax Sr. Version 3 or later
• Optus FACSys Version 4.5 or later
• TOPCALL, all versions
8 What text-to-speech engine does Cisco Unity 4.0 support?
Answer: The RealSpeak engine.
9 What new networking feature in Cisco Unity 4.0 uses a standard that is based on the SMTP and
MIME protocols?
Answer: VPIM networking.
10 When using Cisco PA, what feature enables you to be transferred to a person by saying that person’s
name?
Answer: Name dialing, in PA.
11 What Cisco PA feature can provide users with notification of upcoming appointments on the phone
display?
Answer: IP Phone Productivity Services, which is an optional feature of Cisco PA.

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Chapter 2
1 Explain briefly the process that occurs when a Cisco Unity subscriber logs in to the system for the
first time.
Answer: When a subscriber accesses the system for the first time and presses * (if the system does
not recognize the calling party number) and then enters their extension number, they typically are
presented with a special first-time subscriber conversation that is meant to enroll them in the system.
If the system recognizes the calling party number as a subscriber, it logs in the subscriber with the
default password. The system prompts the subscriber to record a voice name and a personal greeting.
It then provides the opportunity to set a password.
2 List four typical voice-mail subscriber options when using the TUI.
Answer: Check messages, send messages, review messages, change message options.
3 List at least two items that can be customized in the VMO settings.
Answer: Modify sound notifications, change the saving of outbound messages in the Sent Items
folder, configure automatic playback of messages, enable download prior to playback.
4 When a user is prompted for a PIN by Cisco PA, what is the result when the PIN cannot be verified
due to an incorrect entry?
Answer: If Cisco PA cannot verify the entered PIN, the subscriber is transferred to the Cisco Unity
voice-mail system and prompted to enter the password established with it.
5 Which interface allows a subscriber to configure Rule-Sets to enable call forwarding based on
personal preferences for PA?
Answer: The Cisco PA User Administration web interface.
6 Each subscriber must set a password as mandated by the subscriber template in effect at login. If a
subscriber loses or forgets the password set, what course of action should be taken?
Answer: Only a Cisco Unity administrator can delete the existing password and set a new temporary
password for the subscriber. The subscriber should change the temporary password at first login.
7 Describe the circumstance that will cause the MWI on the subscriber phone to be turned off.
Answer: The last unheard message in the voice mailbox must be heard in its entirety.
8 To configure call hold and screening features, which utility, discussed in this chapter, should be used?
Answer: The Cisco Unity Assistant inside the Cisco Unity PCA.
9 For Cisco PA to be fully used by a subscriber, it must be able to retrieve subscriber information from
an LDAP directory. Under what circumstance does this feature properly function?
Answer: Only with a CCM integration.

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10 Cisco PA’s voice-recognition capabilities allow voice message access using voice commands. List at
least two tasks that are possible using voice commands.
Answer: List or read messages, skip messages, delete messages, and call back the sender of the
message (if the message was left by a subscriber in the corporate directory).

Chapter 3
1 List the three basic sections of the Cisco Unity System Administrator page.
Answer: Title bar, navigation bar, and page body.
2 List the two basic methods of authentication that are available for Cisco Unity subscribers.
Answer: Integrated Windows authentication and Anonymous authentication.
3 Which of the two authentication types is more easily configured? Why?
Answer: Integrated Windows authentication is more easily configured because it is the default
method in IIS. No configuration is necessary to implement it.
4 How many system administrator accounts can be logged in to the Cisco Unity System Administrator
tool concurrently?
Answer: Five.
5 List at least three options available on the Configuration Settings page and their functions.
Answer: Refer to Table 3-2.
6 On a date for which the Cisco Unity server has been configured as a holiday, which greeting will
callers hear upon calling in?
Answer: Callers will hear the Closed greeting as configured by the administrator for such days.
7 Instead of using a hardware key for Cisco Unity licensing, what is used in Cisco Unity 4.x?
Answer: FlexLM licensing and license files stored on the Cisco Unity server.
8 Which tool can be used to retrieve near real-time port statistics?
Answer: The port monitor in Status Monitor (web-based).
9 List two methods that can be used to alter greetings.
Answer: Phone or multimedia device.
10 List two predefined call handlers.

Answer: Operator handler and Opening Greeting.

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Chapter 4
1 If Account Lockout is enabled, how many logon failures are required, by default, to lock a subscriber
account?
Answer: After six failed logon attempts within any 30-minute period, an account is locked out. This
is the default setting. The account is reinstated after 60 minutes.
2 When does a change made in the Account Policy page take effect?
Answer: Account policy changes take effect immediately for all subscribers. Subscribers are subject
to the settings at next logon.
3 A group of subscribers defined in the Cisco Unity system as sharing a common collection of system
features and privileges is known as what?
Answer: A COS.
4 Where do you specify a CoS to place it into production to govern subscribers?
Answer: A COS is specified in the subscriber template.
5 Cisco Unity provides three default distribution lists to provide the ability to send messages to multiple
users simultaneously. List each of these three distribution lists and its purpose.
Answer: The following are the three public distribution lists that are created by default:
All Subscribers—All subscribers are automatically added to this list upon creation.
Unaddressed Messages—Subscribers assigned to this list receive messages left in the Operator call
handler mailbox. This is typically a repository for messages received when the operator is not
available. Any message that is deemed undeliverable is also forwarded to this list (for example, when
a subscriber mailbox is full).
System Event Messages—Subscribers added to this list receive messages from the Event
Notification utility. This could include error messages, problem notifications, or warnings about
potential problems with the Cisco Unity server.
Initially, the Example Administrator account is the sole member of both the Unaddressed Messages
and System Event Messages distribution lists.
6 What information can be specified by a subscriber template?
Answer: The following information can be specified by a subscriber template:
• Account
• Passwords
• Conversation
• Call Transfer
• Greetings

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362 Appendix A: Chapter Review Questions

• Caller Input
• Messages
• Distribution Lists
• Messages Notification
7 Subscriber templates provide a powerful tool for setting user options. What should be configured
prior to the creation of any subscriber templates?
Answer: One of the first settings in a subscriber template configuration is the CoS. Before you create
any subscriber template, you must define a CoS so that it can be applied to the subscriber template.
8 A Cisco Unity subscriber can create private distribution lists. How many lists may be created by
subscribers and administrators in Cisco Unity 4.0(2) or later? Where are they created?
Answer: There is no defined limit. Private lists are defined in the Cisco Unity Assistant or via the
subscriber telephone.
9 Cisco Unity has the capability to place a call to any subscriber to notify them of new messages. What
means of notification are available to subscribers when new messages arrive?
Answer: Telephone, pager, or e-mail.
10 List the Cisco Unity accounts created by the Cisco Unity installation process.

Answer: Installer, Example Administrator, and Example Subscriber. There is also an account named
the Unity server name messaging account. This account is hidden and does not take up a user license
(unlike the other default accounts).

Chapter 5
1 List the three predefined call handlers.
Answer: Opening Greeting, Operator Greeting, and Goodbye Greeting.
2 Which default call handler is used to allow callers to search for subscribers in a Cisco Unity system?
Answer: The Directory handler.
3 Which call handler page provides detailed information about ownership, ownership type, and name
of a call handler?
Answer: The Profile page.
4 If a voice message is less than 1 second in length, how does the Cisco Unity system handle it?
Answer: Calls lasting less than 1 second are deleted and the Cisco Unity system generates an event
in the application log.

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5 If a call is compared to all rules in the call routing table, and it matches none of the defined rules,
how will the call be routed?
Answer: The last rule in any call routing table is the Default Call Handler. This rule exists to catch
calls that do not match any other rules in the table.
6 In call routing rules, a call can be forwarded to a number of potential destinations. Among these are
destinations known as Attempt Sign-In and Sign-In. What is the difference between these two call
destinations?
Answer: Attempt Sign-In attempts to match the calling number to that of the subscriber. If a match
is found, the call is sent to the subscriber logon conversation. If not, the next rule in the table is
applied to the call.
Sign-In sends the call to the subscriber logon conversation, causing the system to prompt for the
subscriber extension rather than checking the calling number. This allows a sign-in from any phone
or extension.
7 What page can be used to set up one-key dialing on a call handler?
Answer: The Caller Input page.
8 The Cisco Unity system provides two default routing tables. List them along with a brief description
of each.
Answer:
Direct Calls—Handles calls from subscribers and unidentified callers that are directly dialed to the
Cisco Unity system; for example, a subscriber who is calling to check their voice mail and retrieve
messages.
Forwarded Calls—Handles calls that are forwarded to Cisco Unity from a subscriber extension or
an extension that is not associated with a subscriber account; for example, an external call that is
forwarded to the Cisco Unity system because the subscriber has set the Call Forward No Answer
option. The subscriber extension does not ring. Instead, the call is automatically redirected to the
subscriber’s configured greeting.
9 List the five greetings you can use on a call handler.
Answer: Alternate, Busy, Closed, Internal, and Standard greetings.
10 Which call handler is typically used at the end of a call cycle within the Cisco Unity system?
Answer: The Goodbye greeting.

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Chapter 6
1 What are Cisco Unity real-time monitoring tools?
Answer: Cisco real-time monitoring tools capture and display system functions as they occur. These
tools are the HTML Status Monitor, Status Monitor program, and Port Status Monitor program.
2 What information does the HTML-based Status Monitor application provide?
Answer: The HTML-based Status Monitor application provides information about the status of the
Cisco Unity system. It can tell you whether Cisco Unity is running, provide status information for
ports, the status on reports that are in queue, and display disk statistics.
3 List the items to consider when maintaining a Cisco Unity server.
Answer: These are tasks to consider when maintaining a Cisco Unity server:
• Forward unaddressed messages to the appropriate recipients.
• Scan for viruses.
• Keep virus-scanning definitions up to date.
• Run Exchange Optimizer on Exchange 5.5 when more than 100 subscribers are added.
• Keep up to date with Cisco Unity qualified service packs and hot fixes.
• Run the Exchange Eseutil utility twice a year.
• Verify that the backup medium used has enough available space to back up the Cisco
Unity server.
• Back up Cisco Unity and message stores regularly.
• Include Cisco Unity servers in the schedule if you are restarting other network servers.
• Run the DBWalker utility.
• Check that messages left in the UMR are delivered to subscriber mailboxes.
• Check whether Cisco Unity Administrator sessions are not being released and whether
any are not being used.
• If using Exchange, check for mailboxes that are over their storage limit.
• If using Exchange, schedule mailbox maintenance tasks using the Message Store
Manager.
• Update the system clock.
• Monitor forums that are available for Cisco Unity.
4 When generating a Cisco Unity report, which two file formats can you choose from to have Cisco
Unity generate the report?
Answer: Cisco Unity can generate the report in either web page (HTML) or CSV format.

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5 When running a Cisco Unity report, if you suspect that it will be larger than 220 MB, which file
format should you use?
Answer: At present, web browsers are limited to opening files of no more than 220 MB. Try using
the comma-delimited format.
6 If there are some Cisco Unity reports in queue and the an administrator stops Cisco Unity, what
happens to the reports?
Answer: Cisco Unity deletes the reports in queue.
7 A user is stating that their MWI does not turn on immediately after they receive a message on their
Cisco Unity voice mailbox. Which Cisco Unity Subscriber report can you run to help troubleshoot
this issue?
Answer: The Subscriber Message Activity report will help to troubleshoot this issue.
8 When you want to track which system administrator changed values in Cisco Unity and what values
they changed, which System report will help you track these changes?
Answer: The Administrative Access Activity report will assist in finding this information.
9 Which Cisco Unity report will help you determine how many times callers simply hung up from the
opening greeting?
Answer: The Call Handler Traffic report can help in finding out this information.
10 What are some of the PA statistics you can monitor by using Performance Monitor counters?

Answer: You can use Performance Monitor counters to keep track of the following information:
• Total number of calls made to Cisco PA
• Number of errors in the speech system while callers were trying to dial a party by name
• Total number of times callers were asked to access voice mail

Chapter 7
1 List two hardware manufacturers that are certified to provide Cisco Unity server and PA server
functionality.
Answer: IBM and HP.
2 Which overlay template supports quad-processor capabilities, but does not require it?
Answer: Platform Overlay 4.
3 Which voice card provides the highest density of ports available for a Cisco Unity server?
Answer: Intel/Dialogic D/240PCI-T1 provides 24 digital ports.

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4 Which voice card(s) provides four-port connectivity?

Answer: Intel/Dialogic D/41EPCI, D/41JCT-LS, D/41JCT-Euro, and Brooktrout Technology
TR114+P4L.
5 List three types of optional hardware that are supported by the Cisco TAC.
Answer: External modem, tape drive, UPS, mass storage array, and multiple NICs.
6 List two types of unsupported hardware configurations that are not supported by the Cisco TAC.
Answer: SAN solutions, and multiple IP addresses on load-balancing NICs.
7 What codecs can you use when integrating Cisco CallManager with Cisco Unity?
Answer: Cisco Unity accepts only G.729 and G.711 calls from a Cisco CallManager.
8 List three unsupported hardware configurations for Cisco Unity.
Answer: Multiple NICs for load balancing, remote data storage connectivity through frame or packet
switch fabrics or networks, such as Fibre Channel, InfiniBand, or IP packetization, and multiple IP
addresses for two or more load-balanced NICs.
9 What type of modem is typically recommended for use with the Cisco Unity system?
Answer: A v.34 external modem, which is provided by the customer.
10 How many voice ports does the Intel/Dialogic D/240PCI-T1 card provide?

Answer: The Intel/Dialogic D/240PCI-T1 voice card provides 24 ports.

Chapter 8
1 Name the different message stores that you can choose when installing Cisco Unity 4.0.
Answer: Exchange 5.5, Exchange 2000, Exchange 2003 (with Cisco Unity 4.0(3) and later), and
Lotus Domino are the message stores supported for Cisco Unity 4.0.
2 When is the Microsoft SQL Server 2000 software required for a Cisco Unity installation, as opposed
to the MSDE?
Answer: For Cisco Unity systems that require UM or more than 32 ports, SQL Server 2000 is
required. If the system will be a VoiceMail-only setup with 32 ports or less, then MSDE can be used.
It is also required for all Cisco Unity Failover configurations.
3 Which component developed by IBM Lotus can be used to integrate Cisco Unity 4.0 with Domino R5/
R6?
Answer: You can use the DUCS component provided by IBM Lotus.

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4 Name the three major components Cisco PA consists of.

Answer: The three major components Cisco PA software consists of are Cisco PA Server, PA Web
Administration, and PA Speech Recognition Server.
5 When is Windows 2000 Advanced Server required for Cisco Unity 4.0?
Answer: Windows 2000 Advanced Server is required for Cisco Unity Platform Overlay 4 and 5
servers when performing a new installation, replacing an existing system, or purchasing an additional
Cisco Unity Platform 4 or 5 server.
6 What configuration setup is supported with Cisco Unity for Domino?
Answer: Cisco Unity for Domino currently is supported in a UM configuration with Domino
installed off-box.
7 When installing Cisco PA 1.4, where can the Cisco PA Speech Recognition Server software be
installed?
Answer: The Cisco PA Speech Recognition Server software can be installed on the PA server or on
its own server.
8 When preparing to install VMO on a client machine, where is this software found?
Answer: VMO software can be found on the Cisco Unity Installation CD 1 in the ViewMail folder.
9 What does the CUSPA tool do?
Answer: The CUSPA tool helps you to prepare your Cisco Unity system for a Cisco Unity
installation. It checks the Cisco Unity server for the required software and service packs.
10 Which version of PA must your system be on to upgrade to PA 1.4?

Answer: The PA system must be on Version 1.3(3) before you upgrade to PA 1.4.

Chapter 9
1 Name the three main integration features present when integration between Cisco Unity and a PBX
takes place.
Answer: The following are the three main features present when integration between Cisco Unity and
a PBX takes place:
• Call forward to a personal greeting
• Easy message access
• Message waiting indicators
2 What communications protocol does Cisco Unity use to communicate with Cisco CallManager?
Answer: Cisco Unity uses SCCP to communicate with Cisco CallManager systems.

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368 Appendix A: Chapter Review Questions

3 When using PA, what type of ports must you configure in CCM?
Answer: You must configure CTI route points in CCM for PA to work.
4 List at least three types of integration that Cisco Unity 4.0 uses to integrate with telephone systems.
Answer: The following are the types of integration that Cisco Unity 4.0 uses to integrate with various
telephone systems:
• IP integration
• DTMF integration
• SMDI integration
• PBXLink integration
• SIP integration
5 When using DTMF integration, what mechanism does Cisco Unity use to turn on a lamp on a phone?
Answer: Cisco Unity sends DTMF tones to the telephone system to tell it to turn MWI on or off on
a particular phone.
6 What type of cable does the SMDI integration usually use to send information about a call?
Answer: An SMDI integration usually uses an RS-232 cable to connect the voice-mail system and
telephone system to send call information.
7 When using PBXLink integration, you attach the PBXLink box to the PBX using what type of lines?
Answer: You attach the PBXLink to the PBX via digital lines.
8 In Cisco Unity, what is another name for a messaging port?
Answer: Session is another term for messaging port in Cisco Unity.
9 What is the TRAP Connection setting used for on the Cisco Unity messaging ports?
Answer: TRAP Connection is used during telephone recording and playback of greetings through the
Media Master Control in Cisco Unity.
10 List at least three telephone systems that Cisco Unity 4.0 currently supports.

Answer: The following are the currently supported telephone systems for Cisco Unity 4.0:
• Alcatel 4400 (DTMF)
• Avaya Definity G3 (DTMF)
• Avaya Definity Gx (PBXLink)
• Avaya Definity ProLogix (DTMF)
• CCM (IP)
• Cisco SIP Proxy Server (SIP)

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 Chapter 10 369

• Centrex (SMDI)
• ECI Coral III (Serial)
• Ericsson MD-110 (Serial)
• Fujitsu 9600 (Serial)
• Intecom E14 Millenium (Serial)
• Matra 6500 (DTMF)
• Mitel SX-200, SX-2000 (DTMF) ONS
• NEC NEAX 2000, 2400 (Serial) MCI
• Nortel Meridian 1 (PBXLink)
• Siemens 9751 9006i (DTMF)
• Siemens Hicom 300 (DTMF)
• Syntegra ITS (SMDI)
• Syntegra ITS (SMDI)

Chapter 10
1 When implementing SMTP networking by itself between a Cisco Unity system and a non–Cisco Unity
server, without IVC, in what format do recipients receive voice messages on the non–Cisco Unity
server?
Answer: Voice messages appear as e-mails with WAV attachments because the voice attributes do not
arrive at the non[nd]Cisco Unity servers when using only SMTP networking.
2 When using SMTP networking between two Cisco Unity servers that do not share the same global
directory, are the voice attributes preserved when sending voice messages between the Cisco Unity
systems and using IVC?
Answer: Yes. Voice-mail messages between these two Cisco Unity systems have the ability to retain
their voice attributes because of IVC. Not installing IVC would result in a message arriving at its
destination as an e-mail with a WAV attachment.
3 If you plan to use VPIM networking to communicate with a third-party messaging system, and you
have several Cisco Unity servers networked together, how many Cisco Unity servers require the
VPIM license?
Answer: Only one requires the VPIM license and VPIM configuration.
4 What method of communication does AMIS networking use with Cisco Unity to transfer voice
messages between voice-messaging systems?
Answer: AMIS networking uses the PSTN to place calls to transfer the voice messages. It uses
standard analog telephone lines to exchange voice-mail messages with other systems.

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5 What tool do you use to create the UAmis and UOmni accounts for AMIS networking and Bridge
networking, respectively?
Answer: You use the ConfigMgr tool, located in the \Commserver folder of the Cisco Unity server.
6 What types of voice-mail systems can Cisco Unity communicate with when using Bridge networking?
Answer: Cisco Unity uses Bridge networking to communicate with supported Octel voice-mail
systems. You can find a list of supported Octel systems in the Cisco Unity Pre-Installation Guide
found at [Link].
7 What types of messages can the UOmni mailbox receive when using Bridge networking?
Answer: The UOmni mailbox can receive messages that provide notification of automatic creation,
modification, and deletion of Bridge subscribers as a result of Octel NameNet emulation.
8 When Cisco Unity synchronizes its Unity SQL database with the global directory, what type of
information copies over onto the directory?
Answer: Only information that is needed to address messages to subscribers, find them, and transfer
a call to their phone is stored in the global directory. The type of information copied to the directory
includes:
• First name
• Last name
• Display name
• Recorded voice name
• E-mail alias
• Fax ID
• Primary ID
• Up to nine alternate IDs
• Location object assignment
• System ID
• Transfer string
9 When determining the type of Cisco networking to use, what is the preferred choice when all the
target servers are Cisco Unity servers and all use the same global directory?
Answer: Digital networking is the best choice.

From the Library of David Alfaro Cordova

 Chapter 11 371

10 You are the administrator of one Cisco Unity server in an organization that is using networking to
communicate with other messaging systems. If you log in to your server using Cisco Unity
Administrator, what location objects can you not delete from this server?
Answer: You cannot delete the primary location, or any other delivery locations that were created on
remote Cisco Unity servers that other administrators configured. Delivery locations created on a
remote Cisco Unity server appear as read-only on the local system. You can, however, delete delivery
locations created locally on that Cisco Unity server.

Chapter 11
1 A Standard Cisco Unity Backup should include what components?
Answer: A Cisco Unity standard backup should include the following components when backing up
your Cisco Unity system:
• Cisco Unity
• Operating system (OS)
• Exchange (Domino) information store and Directory
• Exchange (Domino) mailboxes
• Structured Query Language (SQL)
• System state
2 When is the best time to perform backups of a Cisco Unity system?
Answer: The best time to perform backups of a Cisco Unity system is when the system is the least
busy—when the system is not processing many calls, such as after regular business hours or when
there are no other tasks running. This may also include a time when the system is not generating
system reports.
3 Which utility can you use to view the flow patterns of call handlers that are configured in the Cisco
Unity database?
Answer: Audio Text Manager allows you to view the following settings: Call Handlers, Subscriber
information, Interviewer Handler, as well as Directory handler information.
4 Suppose that you have ten subscribers in Cisco Unity and you would like to require them to change
their phone password the next time they log in. Which Cisco utility best helps you to set this up
quickly?
Answer: The Bulk Edit utility allows you to set this for all ten subscribers at one time.
5 John Smith has two accounts in Exchange, one for voice mail only and the other for e-mail. He would
like to have only one account for both functions. Which Cisco Unity utility can help you to
consolidate these into one account for John?

From the Library of David Alfaro Cordova

372 Appendix A: Chapter Review Questions

Answer: Migrate Subscriber Data Tool allows you to move subscriber settings from a Cisco Unity
subscriber account to a regular mail user account.
6 Which Cisco Unity tool can you use to change the codec of all standard greetings and voice names
from G.711 to G.729?
Answer: You can use the Set Wave Format tool to convert existing standard greetings and voice
names from G.711 to G.729.
7 Which Cisco Unity utility can examine the Cisco Unity database by performing a series of checks on
all call handler, subscriber, subscriber template, interview handler, locations, and directory handler
objects in the database?
Answer: The Database Walker utility examines the Cisco Unity database for these things.
8 When using Bridge networking with Cisco Unity, which reporting tool can show you the amount of
message traffic on your Bridge server?
Answer: Bridge Traffic Analyzer can show you message traffic on your Bridge server.
9 If your organization has a Cisco Unity system integrated with a Cisco CallManager system, and some
calls are not going to the proper mailbox, which Cisco Unity tool can you use to see call information
that is received from CallManager?
Answer: Call Viewer helps you to troubleshoot this situation. Call Viewer can be used to troubleshoot
Cisco Unity with an IP integration.
10 If users are reporting that too many matches show up when they are using the dial-by-name feature
in Cisco PA, what can you do to reduce the number of matches?
Answer: Lower the value of the Max Disambiguate parameter located within the speech-recognition
settings on the Cisco PA server.

From the Library of David Alfaro Cordova

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From the Library of David Alfaro Cordova

From the Library of David Alfaro Cordova
 INDEX

Symbols setup, 298–301

UAmis mailbox, 304
? (question mark) icon, 74 subscribers, 273
Anonymous authentication, 72
ASR (automatic speech recognition), 184
ASR servers, 187
A audio management tools, 332
quality, 332
accounts
Set Record Format utility, 332
default Cisco Unity accounts, 111
Set WAV Format tool, 333
setting policies, 98
WaveGain utility, 334, 335
ACE/Server, 23
Audio Messaging Interchange Specification
AD (Active Directory), 259
(AMIS), 156
directory replication, 267
Audio Text Manager, 323
two unity systems in an AD forest, 268
audiotext application, 17
AD forests
authentication
directory replication, 269–270
advantages/disadvantages, 72
VPIM networking, 290
Authentication Settings page, 88–90
adapter fault tolerance (AFT), 183
automatic attendant, 16
adding
automatic speech recognition (ASR), 184
Cisco Unity subscribers, 112–114
subscribers, 115
addressing (subscriber), 275
Administrative Access Activity Reports, 165 B
Administrator reports. See Cisco Unity
Administrator reports backups, 157, 321
AFT (adapter fault tolerance), 183 Audio Text Manager, 323
AMIS (Audio Message Interchange Bulk Edit utility, 324
Specification), 156, 208 Cisco qualified software packages, 322
AMIS Options Delivery Options page, 301 Disaster Recover Backup tool, 325–327
AMIS Outbound and Inbound Traffic Reports, Failover Monitor, 327–328
168 Global Subscriber Manager (GSM),
AMIS subscribers, 114 330–331
AMIS-a, 257 Licensing utility, 330
networking, 32, 297 Migrate Subscriber Data Tool, 328–329
Internet subscribers, 306 BHCA (busy hour call attempts), 184
IVC, 306 blind addressing, 275, 292
location objects, 305 Bridge networking, 33, 257
message delivery, 304 Cisco CallManager, 309
port usage and schedules, 301–302 dual integration, 308
restriction tables, 303 Internet subscribers, 315–316
location objects, 314
overview, 307

From the Library of David Alfaro Cordova

376 Bridge networking

setup, 310–312 Cisco Messaging systems, messaging ports,

synchronization, 313 248–250
UOmni mailbox, 312–313 Cisco PA, 183
Bridge subscribers, 114, 273 assistant administration Rule-Sets page, 61
Bridge Traffic Analyzer tool, 342–343 call flow, 61
bridgehead servers, 266 caller call flow, 8–10
Bulk Edit utility, 324 subscriber call flow, 10
Bulk Import tool, 295 Call History logs, 351–352
busy hour call attempts (BHCA), 184 client software, 216
Follow Me, 34
hardware requirements, 184
C installing, 211, 226
integration, 14
call flow IP Phone Productivity Services, 41
Cisco PA, 61 monitoring, 350
Cisco PA outside call flow, 8–10 optional features, 40
Cisco PA subscriber call flow, 10 PA-driven voice mail, 63
outside caller, 5–6 performance capacity, 186
subscriber, 7 rules-based routing, 37–38
call forward to personal greeting feature, 236 software requirements, 212
Call Handler Traffic Reports, 167 speech recognition, 62
call handlers, 121 standard features, 34
defining, 122–123 troubleshooting, 349–350
customizing default, 124 upgrading from 1.3 to 1.4, 231
directory call handlers, 125 web-based system administration, 36
interview handlers, 126–127 web-based user administration, 35–36
planning use, 140 Cisco PCA, 20, 58
user-defined, 127 Cisco Unity Inbox, 20
customizing settings, 128–130, 133–138 CUA, 21–22
Call History logs, 351–352 Cisco Personal Assistant Design Guide , 186
call routing rules, 142–145 Cisco Personal Communications Assistant
call transfer settings, 133 (CPCA), 175, 213, 286
Call Viewer, 346 Cisco Security Agent for Cisco Unity v1.1, 209
CCM (Cisco CallManager), 14, 46, 62 Cisco Unity Administration Active Server Pages
codecs, 176 (ASP), 196
integrating, 91 Cisco Unity Administrator reports, 160
with Cisco Unity, 238 Cisco Unity Assistant (CUA), 59
with PA, 239 Cisco Unity Bridge server, 187
circular logging, 322
Cisco Media Convergence Server (MCS), 178

From the Library of David Alfaro Cordova

 Cisco Unity systems 377

Cisco Unity Bridges platform overlays, 175–178

Cisco CallManager, 309 storage configurations, 179
dual integration, 308 subscribers
Internet subscribers, 315–316 addressing, 275
location objects, 314 selecting, 274
network setup, 310–312 Cisco Unity Service Pack CD-ROM, 208
network synchronization, 313 Cisco Unity System Administration Guide , 19
overview, 307 Cisco Unity System Administration web page,
UOmni mailbox, 312–313 19
Cisco Unity Data Link Explorer (CUDLE), 335 Cisco Unity System Administrator
Cisco Unity Diagnostic Tool, 339–340 CoS configuration, 51
Cisco Unity failover, configuring, 180 Media Master, 75
Cisco Unity Greeting Administrator (CUGA), Navigation bar, 69
129 onscreen help, 74
Cisco Unity Inbox (Cisco PCA), 20, 58 overview, 67
Cisco Unity Installation Guide , 225 page layout, 68
Cisco Unity Licensing utility, 330 protecting the system administrator account,
Cisco Unity servers, 175 71–72
AMIS-a networking, 297 subscriber conversion options, 52–55
ConfigMgr, 304 title strip, 71
hardware Cisco Unity systems, 268
considerations, 183 AD forests, 267
optional, 190–191 adding Cisco Unity subscribers, 112–114
networking, 256 adding subscribers, 115
AMIS-a, 297–306 administrator accounts, 74
communication methods, 257 audio management tools, 332
digital networking, 257–258 Set Record Format utility, 332
IVC for Exchange, 259 Set WAV Format tool, 333
message transfer and directory WaveGain utility, 334–335
replication, 260–261 audiotext, 17
SMTP, 282–286 automated attendant, 16
VPIM, 287–295 backups, 321
performance capacity, 185–186 Audio Text Manager, 323
Platform Overlay 1, 180 Bulk Edit utility, 324
Platform Overlay 2, 181 Cisco qualified software packages, 322
Platform Overlay 3, 181 Disaster Recovery Backup tool,
Platform Overlay 4, 182 325–327
Platform Overlay 5, 182 Failover Monitor, 327–328
Global Subscriber Manager (GSM),
330–331

From the Library of David Alfaro Cordova

378 Cisco Unity systems

Licensing utility, 330 creating task lists, 77–78

Migrate Subscriber Data Tool, 328–329 Phone Languages page, 84–90
call flow Recordings page, 82–83
Cisco PA outsider caller, 8–10 CUGA, 24
Cisco PA subscriber, 10 FlexLM, 24
outside caller, 5–6 Live Reply, 25
subscriber, 7 CUSPA, 26
call handlers, 121 default Cisco Unity accounts, 111
customizing default, 124 deleting subscribers, 116
defining, 122–123 diagnostic tools
defining call routing rules, 142–145 Cisco Unity Data Link Explorer, 335
directory call handlers, 125 Cisco Unity Diagnostic Tool, 339–340
planning use, 140 dbWalker, 335–336
speciality, 126–127 EMS, 338
Cisco PA SysCheck, 340
client software, 216 digital networking, implementing, 275–279
installing, 211 DUCS, 57, 202
software requirements, 212 client software, 214–215
speech recognition, 62 installing, 202, 210
Cisco PCA, 20 software components, 209–210
Cisco Unity Inbox, 20 EMEA voice board support, 28
CUA, 21–22 Exchange architecture, 195–197
communications system integration, 236 client software, 213
attributes, 238 software requirements, 205–207
CCM, 238 telephone systems, 197–201
DTMF, 242 Unity Service Pack CD-ROM, 208–209
dual phone systems, 246 features, 15
IP, 241 Flex Stack, 25
PA and CCM, 239 Global subscriber settings, 96
PBXLink, 243 account policies, 98
SIP, 244–245 CoS, 98–100
SMDI, 243 CoS settings and subscriber
types of, 240 interactions, 107
communications system reporting, 159 distribution lists, 101
Subscriber Reports, 160–164 subscriber templates, 102–107
using tools, 159 installing unified communications software,
configuring, 76 217–226
changing directory handler, 93 integration, 11
changing opening greeting, 92 attributes, 12
Configuration Settings page, 79–81 telephone systems, 13–14

From the Library of David Alfaro Cordova

 communications architectures 379

maintaining System Reports

additional resources, 158 Administrative Access Activity
servers, 154–157 Reports, 165
managing calls, 46 AMIS Outbound and Inbound Traffic
monitoring Reports, 168
PA, 169 Call Handler Traffic Reports, 167
performance counters, 168 Event Log Reports, 166
MTTR, 45 Unresolved References Reports, 167
multiple directory handlers, 27 TUI, 46–47
networking defining subscribers, 48–49
communication methods, 257 sending messages, 50
defining, 255–256 subscriber conversation options, 52–55
digital networking, 257–258 unified communications software, 204
IVC for Exchange, 259 upgrading unified communications
optional features, 29 software, 227–228
integrated faxing, 30 Cisco PA 1.3 to Cisco PA 1.4, 231
localized versions, 30 Exchange to Domino, 230
networking features, 32 locating version number, 228
unified messaging, 29 user-defined call handlers, 127–138
PA architecture, 203–204 voice cards, 187–189
real-time monitoring tools, 149–150 voice mail, 16
Status Monitor, 151–153 Cisco Unity Telephony Integration Manager
System Status page, 152 (UTIM), 91, 198
reporting tools, 342 Cisco Unity Tools Depot, 158
Bridge Traffic Analyzer tool, 342–343 audio management tools, 332
GUSI, 345 Set Record Format utility, 332
Port Usage Analyzer tool, 343–344 Set WAV Format tool, 333
RSA security, 23 WaveGain Utility, 334–335
subscriber accounts vs. subscriber templates reporting tools, 342
alternate extensions, 109 class of service (CoS), 20
message notifications, 110 client software
private lists, 108 Cisco PA, 216
subscribers, 273 DUCS, 214–215
support, 26 Exchange, 213
supported platforms, 183 comma-separated values (CSV), 160
switch integration tools, 346 communications architectures
Call Viewer, 346 Cisco PA
Integration Monitor utility, 348 client software, 216
Switch Configuration utility, 347 installing, 211
software requirements, 212

From the Library of David Alfaro Cordova

380 communications architectures

DUCS, 202 CoS (class of service), 20, 98–100

client software, 214–215 CPCA (Cisco Personal Communications
components, 209–210 Assistant), 175, 213, 286
installing, 202, 210 creating
Exchange architecture, 195–197 default Cisco Unity accounts, 111
client software, 213 subscriber templates, 102–103
software requirements, 205–206 call transfer options, 105
supported software, 207 caller input, 107
telephone systems, 197–201 passwords, 105
Unity Service Pack CD-ROM, 208–209 Profile page, 104
PA architecture, 203–204 CSV (comma-separated values), 160
communications systems CUA (Cisco Unity Assistant), 21–22, 59
integration, 11, 235 CUDLE (Cisco Unity Data Link Explorer), 335
attributes, 238 CUGA (Cisco Unity Greeting Administrator),
Cisco Unity and CCM, 238 24, 129
DTMF, 242 FlexLM, 24
dual phone systems, 246 Live Reply, 25
IP, 241 CUICA (Cisco Unity Installation and
PA and CCM, 239 Configuration Assistant), 26, 219–223
PBXLink, 243 CUPID (Cisco Unity Performance Information
SIP, 244–245 and Diagnostic), 150, 157
SMDI, 243 CUSPA (Cisco Unity Server Preparation
telephone systems, 247 Assistant), 26, 217–218
types of, 240 customizing
messaging ports in Cisco Messaging system, default call handlers, 124
248–250 VMO, 58
ConfigMgr tool, 304
Configuration Settings page, 79–81
configuring
Cisco Unity failover, 180
D
Cisco Unity systems, 76 dbWalker, 167, 335–336
changing directory handler, 93 DCM (Dialogic Configuration Manager), 189
changing opening greeting, 92 default Cisco Unity accounts, 111
Configuration Settings page, 79–81 defining
creating task lists, 77–78 call handlers, 122–123
Phone Languages page, 84–90 customizing default, 124
Recordings page, 82–83 directory call handlers, 125
message ports, 250 interview handlers, 126–127
conversations, exiting, 53 call routing rules, 142–145
conversion options (subscribers), 52–55 Cisco Unity subscribers, 48–49

From the Library of David Alfaro Cordova

 Exchange architecture 381

messaging port configuration, 248 Domino Unified Communication Services. See

primary location objects, 292 DUCS
deleting subscribers, 116 Domino, 214. See also DUCS
delivery location objects, 290 DTMF
diagnostic tools integration, 242
Cisco Unity Data Link Explorer, 335 DTMF tones
Cisco Unity Diagnostic Tool, 339–340 (dual-tone multifrequency), 188
dbWalker, 335–336 dual phone systems
EMS, 338 integration, 246
SysCheck, 340 DUCS (Domino Unified Communications
Dial IDs, 277 Services), 57, 202, 209–210
Dialing Domain IDs, 276 client software, 214–215
dialing domains, 279 installing, 202, 210
Dialogic Configuration Manager (DCM), 189 upgrading to, from Exchange, 230
Dialout MWI setting, 250 DVD installation, 26
DID (Direct Inward Dialing), 6 Dynamic Configuration Tool, 183
digital networking, 28, 257
Cisco Unity 4.0, 271
implementing, 275
dialing domains, 279
E
location objects, 275–276 e-mail
prerequisites, 277 Lotus Notes, 57
search options, 278 VMO, customizing, 58
setup, 278 EMEA voice board support, 28
direct calls, 144 EMS (Event Monitoring Service), 338
Direct Inward Dialing (DID), 6 Event Log Reports, 166
directory call handlers, 93, 125 Exchange
directory replication, 259–261 circular logging, 322
AD, 267 Disaster Recovery Backup tool, 327
AD forests, 269–270 upgrading to Domino, 230
intersite, 263–264 Exchange 2000
intrarouting groups, 264–265 contacts, 272
two Unity systems in an AD forest, 269 intrarouting group message transfer and
DiRT, 326–327 directory replication, 265
Disaster Recovery Backup tool, 325–327 IVC, 283
Disk Drives page, 152 routing group message passing, 266
distribution lists, 101, 107 Exchange architecture, 195–197
Distribution Lists Reports, 163 client software, 213
DNS (Domain Name System), 281 software requirements, 205–206
supported software, 207

From the Library of David Alfaro Cordova

382 Exchange architecture

telephone systems, 197–201 GUI Languages page, 85

Unity Service Pack CD-ROM, 208–209 GUSI (Gather Unity System Information utility),
Exchange networking, 258 345
exiting conversations, 53
Extension Addresses Utility, 285
H
F hardware, 195–201
Cisco PA, 183–184
Failed Login Reports, 163 optional (Cisco Unity servers), 190–191
failover, configuring, 180 PA architecture, 203
Failover Monitor, 327–328 voice cards, 188–189
faxing capabilities, 30 hardware requirements, 183
Field Help icon, 74 help functions (Cisco Unity System
Flex Stack, 25 Administrator), 74
FlexLM, 24, 330
Follow Me feature, 34
forwarded calls, 145
FQDN (fully qualified domain name), 281
I
IBM Lotus Domino, 257–258
icons (Help functions), 74
G IIS (Microsoft Internet Information Server), 156
implementing digital networking, 275
G.711, 176 dialing domains, 279
G.729, 176 location objects, 275–276
GAL (global address list), 113, 263 prerequisites, 277
Gather Unity System Information utility (GUSI), search option, 278
345 setup, 278
Global Catalog Monitor, 270 installing
Global Subscriber Manager (GSM), 330–331 Cisco PA, 211
Global subscriber settings, 96 DUCS, 202
account policies, 98 DVDs, 26
CoS, 98–100 IVC, 283
CoS settings and subscriber interactions, 107 Bridge networking, 311
distribution lists, 101 VPIM networking, 290
subscriber templates, 102–107 Unified communications software
greetings Cisco PA, 226
changing, 92 CUICA, 219
subscriber templates, 106 CUSPA, 217–218
GSM (Global Subscriber Manager), 330–331

From the Library of David Alfaro Cordova

 maintaining 383

integrating with telephony systems, interview handlers, 126–127

224 intrarouting group message transfer and
License File Wizard, 223 directory replication, 264–265
Message Store Configuration Wizard, intrasite messaging in Exchange 5.5, 261–262
224 IVC (Internet Voice Connector), 258
Permissions Wizard, 220–221 AMIS, 306
Service Configuration Wizard, 223 Exchange 2000, 283
Unity System setup, 217 installing
voice card hardware, 188–189 Bridge networking, 311
Integrated Windows authentication, 72 VPIM networking, 290
integrating used along with SMTP, 281
Cisco CallManager, 91 VPIM networking, 294
Cisco Unity systems, 11
attributes, 12
telephone systems, 13–14
communications systems, 235
L
attributes, 238 LDAP (Lightweight Directory Access Protocol),
Cisco Unity and CCM, 238 61
DTMF, 242 levels (platform overlays), 177–178
dual phone systems, 246 License File Wizard, 223
IP, 241 License Viewer, 330
PA and CCM, 239 Live Reply, 25
PBXLink, 243 location delivery objects, creating, 283
SIP, 244, 245 location objects, 275, 276
SMDI, 243 AMIS, 305
telephone systems, 247 Cisco Unity Bridges, 314
types of integration, 240 search options, 278
faxing, 30 VPIM networking, 292–293
Integration Monitor utility, 348 Lotus Notes Mail, 57
Internet Explorer, 73
Internet subscribers, 272
adding in SMTP networking, 284
AMIS, 306 M
Cisco Unity Bridges, 315–316
macro traces, 340
connecting offices, 272
MailView features (Cisco PA), 213
options, 286
maintaining
VPIM networking, 295
Cisco Unity servers, 154–156
Internet Voice Connector (IVC), 258
additional resources, 158
intersite message transfer and directory
message verification, 157
replication, 263–264

From the Library of David Alfaro Cordova

384 MAPI (Messaging Application Programming Interface)

MAPI (Messaging Application Programming multiple directory handlers, 27

Interface), 200 MWIs (message waiting indicators), 7, 51, 107,
MCS (Cisco Media Convergence Server), 178 237
mean time to repair (MTTR), 45
Media Master control bar, 75
Message Latency report, 343
message ports, configuring, 250
N
Message Store Configuration Wizard, 224 name dialing, 34
message transfer, 259–261 name synchronization, 34
AD forests, 270 NDR (nondelivery report), 295
intersite, 263–264 Netscape, 73
intrarouting groups, 264–265 network fault tolerance (NFT), 183
intrasite messaging in Exchange 5.5, networking, 255–256
261–262 AMIS-a, 297, 300
Message Transfer Agent (MTA), 261 Internet subscribers, 306
message waiting indicators (MWIs), 7, 107, 237 IVC, 306
messages location objects, 305
AMIS, 304 message delivery, 304
sending, 50 port usage and schedules, 301–302
sorting, 55 setup, 298, 301
subscriber templates, 107 UAmis mailbox, 304
time stamps, 53 Bridge networking, 307–308
VMO, 55–56 Cisco CallManager, 309
VPIM, 287 Internet subscribers, 315–316
messaging ports, defining configuration, 248 location objects, 314
micro traces, 340 setup, 310–312
Microsoft Windows 2000 Active Directory Users synchronization, 313
and Computers console, 167 UOmni mailbox, 313
Microsoft Windows 2000 Server, 195 communication methods, 257
Microsoft Windows Server 2003 AD, 196 digital networking, 257–258
Migrate Subscriber Data Tool, 328–329 IVC for Exchange, 259
monitoring message transfer and directory replication,
Cisco PA, 349–350 260–261
PA, 169 SMTP, 280–281
performance counters, 168 creating location delivery objects, 283
real-time monitoring tools, 149–150 Internet subscribers, 284–286
Status Monitor, 151–153 setup, 282
System Status page, 152 subscribers (Internet), 272
MTA (Message Transfer Agent), 261
MTTR (mean time to repair), 45

From the Library of David Alfaro Cordova

 Reports page 385

VPIM, 287 performance (Cisco PA), 350

addressing, 291 performance capacity, 185–186
creating delivery location objects, 290 performance counters, monitoring, 168
installing IVC, 290 Permissions Wizard, 220–221
Internet subscribers, 295 Personal Assistant. See PA
IVC, 294 Phone Languages page, 84–85
licensing, 288 authentication settings, 88–90
location objects, 292–293 licensing, 86
setup, 289–290 planning call handler use, 140
networks, digital networking, 28 Platform Overlay 1, 180
NFT (network fault tolerance), 183 Platform Overlay 2, 181
NICs (AFT/NFT), 183 Platform Overlay 3, 181
nondelivery report (NDR), 295 Platform Overlay 4, 182
Platform Overlay 5, 182
platform overlays, 175–178
O Port Usage Analyzer tool, 343–344
Port Usage Reports, 166
one-key dialing, 18 Ports page, 152
routing callers, 140 private branch exchange (PBX), 12
Online Documentation Help icon, 74 product authorization key (PAK), 223
optional features (Cisco Unity systems), 29 Profile page (subscriber templates), 104
integrated faxing, 30 PSTN (Public Switched Telephone Network), 61
localized versions, 30 pulse code modulation (PCM), 176
networking features, 32
unified messaging, 29
OutCall Billing Reports, 164 R
outside caller call flow, 5–6
RAID, 178–179
real-time monitoring tools
P defining, 149–150
Status Monitor, 151–153
PA (Personal Assistant) System Status page, 152
integrating with CCM, 239 recordings, 82
monitoring, 169 Recordings page, 82–83
PA architecture, 203–204 recovery, 157
PAK (product authorization key), 223 reporting tools, 342
passwords (subscriber templates), 105 Bridge Traffic Analyzer tool, 342–343
PBX (private branch exchange), 12 GUSI, 345
PBXLink, integration, 243 Port Usage Analyzer tool, 343–344
PCM (pulse code modulation), 176 Reports page, 152

From the Library of David Alfaro Cordova

386 restriction tables (AMIS-a)

restriction tables (AMIS-a), 303 SMTP Transport Event Sink, 295

routing group message passing, 266 software
routing, rules-based, 37–38 Cisco PA
RSA security, enhanced phone security, 23 client software, 216
rules-based routing, 37–38 installing, 211
software requirements, 212
DUCS
S client software, 214–215
components, 209–210
SA (System Administrator), 73 installing, 210
SCCP (Skinny Client Control Protocol), 241 Exchange architecture
schedules client software, 213
AMIS transmissions, 301 optional components, 206
AMIS-a, 302 requirements, 205
security supported software with Cisco Unity,
protecting system administrator account, 207
71–72 Unity Service Pack CD-ROM, 208–209
RSA security, 23 unified communications, 204
selecting speciality call handlers
subscriber addressing, 275 directory call handlers, 125
subscribers, 274 interview handlers, 126–127
servers Status Monitor, 151–153
maintaining (Cisco Unity systems), 154–158 storage (Cisco Unity servers), 179
networking (SMTP), 283 Storage Usage Reports, 164
Service Configuration Wizard, 223 subscriber accounts vs. subscriber templates
Session Initiation Protocol (SIP), 176 alternate extensions, 109
Set Record Format utility, 332 message notifications, 110
Set WAV Format tool, 333 private lists, 108
setting account policies, 98 subscriber call flow, 7
setup, 300 Subscriber Message Store Status report, 158
SIP (Session Initiation Protocol), 176 Subscriber Reports, 160
integration, 244–245 OutCall Billing Reports, 164
support, 27 Storage Usage Reports, 164
Skinny Client Control Protocol (SCCP), 241 Subscriber Message Activity Reports, 162
SMDI, integration, 243 subscriber templates, 102–105
SMTP, 257 caller input, 107
networking, 280–281 conversion options, 105
creating location delivery objects, 283 distribution lists, 107
Internet subscribers, 284–286 greetings, 106
setup, 282 message notification options, 107

From the Library of David Alfaro Cordova

 troubleshooting 387

setting messages, 107 Event Log Reports, 166

vs. subscriber accounts Unresolved References Reports, 167
alternative extensions, 109 System Schedules page, 85
message notifications, 110 System Status page, 152
private lists, 108
subscribers
adding, 115
adding Cisco Unity subscribers, 112–114
T
AMIS-a, 273 TAC (Technical Assistance Center), 78, 156
Bridge servers, 273 TAPI Service Provider (TSP), 198
Cisco PCA, 58 task lists, creating, 77–78
conversion options, 52–55 Technical Assistance Center (TAC), 78
deleting, 116 telephone systems
exiting conversations, 53 Cisco Unity for Exchange, 201
Internet Cisco Unity with Exchange, 197–200
adding in SMTP networking, 284 enhanced phone security, 23
AMIS-a, 306 integration, 247
Cisco Unity Bridges, 315–316 integration with Cisco unity systems, 13–14
connecting offices, 272 Telephone User Interface (TUI), 24, 286
options, 286 telephony systems
VPIM networking, 295 integrating with Unity, 224
listening to voice mail, 201 integrating with Unity systems, 224
selecting, 274–275 toll fraud, 351
VPIM, 273 text-to-speech (TTS) e-mail, 53
Switch Configuration utility, 347 time stamps, 53
switch integration tools, 346 title strip (Cisco Unity System Administrator),
Call Viewer, 346 71
Integration Monitor utility, 348 toll fraud, 351
Switch Configuration utility, 347 traces (Cisco Unity Diagnostic Tool), 340
SysCheck, 340 Transfer Call Billing Reports, 164
system administration, web-based, 36 TRAP (Telephony Record and Playback)
System Configuration Reports, 166 Connection, 249
system recovery, 157 troubleshooting
System Reports backups. See backups, 321
Administrative Access Activity Reports, Cisco PA, 349–350
165 Cisco Unity Diagnostic Tool, 339–340
AMIS Outbound and Inbound Traffic CUDLE, 335
Reports, 168 dbWalker, 335–336
Call Handler Traffic Reports, 167 EMS, 338
MTTR, 45

From the Library of David Alfaro Cordova

388 troubleshooting

SysCheck, 340 Unity Message Repository (UMR), 197

telephone toll fraud, 351 Unresolved References Reports, 167
TSP (TAPI Service Provider), 198, 241 UOmni mailbox, 312–313
TTS (text-to-speech) email, 53 upgrading
TTS (text-to-speech) engines, 29 Unified communications software, 227–228
TUI (Telephone User Interface), 24, 46–47, 67, Cisco PA 1.3 to Cisco PA 1.4, 231
286 Exchange to Domino, 230
defining subscribers, 48–49 locating version number, 228
sending messages, 50 user-defined call handlers, 127
subscribers customizing settings, 128
conversion options, 52–55 call transfer settings, 133
caller input settings, 137–138
greeting settings, 133–135
U message settings, 138
profile settings, 129–130
UAmis mailbox, 304 UTIM, 198, 224
UMR (Unity Message Repository), 197 UTIM (Cisco Unity Telephony Integration
Unaddressed Messages distribution list, 155 Manager), 91, 198, 241
Unified communications software, 204
Exchange, 205–206
installing V
Cisco PA, 226
CUICA, 219 VERITAS backup utilities, 322
CUSPA, 217–218 versions (Cisco Unity systems), 228
integrating with telephony systems, VM (voice messaging), 178
224 VMO (ViewMail for Microsoft Outlook), 45, 55,
License File Wizard, 223 213
Message Store Configuration Wizard, customizing, 58
224 Media Master Control, 56
Permissions Wizard, 220–221 voice cards, 187
Service Configuration Wizard, 223 Cisco Unity Bridge servers, 187
Unity System setup, 217 installing hardware, 188–189
upgrading, 227–228 voice messaging (VM), 178
Exchange to Domino, 230 voicemail, 16
from Cisco PA 1.3 to Cisco PA 1.4, 231 Cisco PA-driven voice mail, 63
locating version number, 228 Cisco Unity with Exchange, 199
unified messaging, 29 PA architecture, 204
Unity 1 Directory Change Writer, 269 ports, 248
VPIM, 273

From the Library of David Alfaro Cordova

 web-based user administration (Cisco PA) 389

VPIM (Voice Profile for Internet Messaging),

208, 257
W
networking, 287 WaveGain utility, 334–335
addressing, 291 Web sites
creating delivery location objects, 290 Cisco Unity System Administration, 19
installing IVC, 290 Failover Monitor, 328
Internet subscribers, 295 Veritas Software Corporation, 322
IVC, 294 web-based system administration (Cisco PA), 36
licensing, 288 web-based user administration (Cisco PA), 35–
location objects, 292, 293 36
setup, 289, 290
subscribers, 114, 273

From the Library of David Alfaro Cordova

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Copyright © 2004 Cisco Systems, Inc. All rights reserved. Cisco Systems is a registered trademark of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.

From the Library of David Alfaro Cordova