Cisco Unity Connection / Edition 1

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Overview

Cisco Unity Connection

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

David Schulz

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

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

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

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

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

· Identify required equipment and codecs, and accurately size servers

· Efficiently install and upgrade Cisco Unity Connection software

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

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

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

· Configure call, directory, and interview handlers

· Implement dial plan components, including partitions and search scopes

· Configure Cisco Unity Connection networking, including SMTP

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

· Create reports and perform real-time monitoring

· Master tools for maintenance, backup, and disaster recovery

· Implement advanced features, from SpeechView to SMS notification

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

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Product Details

  • ISBN-13: 9781587142819
  • Publisher: Cisco Press
  • Publication date: 7/1/2011
  • Series: Networking Technology: IP Communications Series
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 624
  • Sales rank: 1,411,872
  • Product dimensions: 7.40 (w) x 9.00 (h) x 1.40 (d)

Meet the Author

Dave Schulz has more than 27 years of experience with various technologies, ranging from routing and switching to security and voice technologies. Before joining Skyline Advanced Technology Services, he was involved in network engineering and consulting,

project management, and oversight of engineering and maintenance activities for a reseller in the Midwest. Dave has also been involved in teaching various technologies to customers and engineers and creating various process and procedure methodologies,

service pricing, and documentation. Dave has been involved with designing a Technical Assistance Center, while being a manager and director of professional services and performing installation, support, and consulting in various customer environments. He also

had contracting responsibilities at a large global enterprise-level corporation, where duties varied from routing, switching, security, wireless, and project management. Dave has three daughters, Amy, Ericka, and Tiffany, and resides in Cincinnati, Ohio, with his wife, Peggy.

Dave’s current focus is in writing and developing courseware and teaching voice technology classes for Skyline Advanced Technology Services. He currently holds various Cisco certifications, including CCSI, CCNP-Voice, CCSP, and CCDP.

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Table of Contents

Foreword xx

Introduction xxi

Chapter 1 Cisco Unity Connection Overview 1

Introduction to Cisco Unity Connection 2

Cisco Messaging Solutions 4

Cisco Unity Express 5

Cisco Unity 5

Cisco Unity Connection 5

Cisco Unified Messaging Gateway 6

Planning for Voice Messaging 6

Current Network Status and Design 7

Current Users and Requirement 8

Scalability 9

Redundancy 10

Feature Requirements 10

Summary 11

Case Study 12

Chapter 2 Designing Voicemail Systems with Cisco Unity Connection 13

Determining Server Sizing 14

Understanding Codecs and Voicemail Storage 15

G.711 Codec 16

G.729 Codec 16

G.722 Codec 16

G.726 Codec 17

iLBC 17

PCM Linear Codec 17

Transcoding in Cisco Unity Connection 17

Users, Codecs, and Message Storage Considerations 20

IMAP Clients and Voice Ports 21

Determining Voicemail Port Requirements 22

High-Availability and Redundancy 24

Server Sizing and Platform Overlays 25

Virtualization 26

User Location, Geography, and Digital Networking 27

Case Study: Voicemail Design 27

Introduction to Integration 28

Introduction to Voicemail Networking 28

Intrasite Networking 29

Introduction to Intersite Networking 32

Intrasite Versus Intersite Networking 34

Case Study: Voicemail Network Design 35

Other Voicemail Networking Options 36

Case Study: VPIM Voicemail Design 36

Intersite Links and VPIM Networking 37

Case Study: Multisite Voicemail Design 38

Summary 40

Chapter 3 Installing and Upgrading Cisco Unity Connection 43

Cisco Unity Connection Installation Procedures 44

Installing Cisco Unity Connection Software 45

Pre-Installation Tasks 45

Cisco Unity Connection Software Installation 47

Installation Processes 47

Basic Installation 48

System Installer and Platform Checks 48

Product Deployment Selection 50

Platform Installation Wizard 52

Basic Installation Dialogue 54

Cisco Unity Connection Server Verification 71

Cisco Unity Connection Login Verification 73

Installation Log Files 76

Active-Active Cluster Pair Configuration 76

Publisher Installation 77

Subscriber Installation 77

Subscriber Server Installation 78

Subscriber Software Installation 81

First Node Configuration 81

Subscriber Node Installation Dialogue 81

First Node Access Configuration 83

Active-Active Cluster Pair Verification 83

Unattended Installation Using the Answer File 86

Performing Software Updates 88

Upgrade During Install 89

Upgrade Using Cisco Unified OS Administration 91

Upgrades from Unity and Unity Connection 1.2 92

Virtual Installation Overview 92

Open Virtual Machine Format (OVA) Extension 93

Understanding Licensing in Cisco Unity Connection 94

Top-Level Software License 95

Server License 96

User License 96

HA License 96

Speech Connect 96

License Ordering Procedures 96

Case Study 98

Summary 99

Chapter 4 Integrating Cisco Unity Connection 101

Attributes of an Integration 103

Integration with Cisco Unified CM Overview 104

Integration with CME Overview 106

Integration with PIMG and TIMG Overview 106

Bandwidth Considerations Using PIMG and TIMG 109

Understanding Multiple Integrations 109

Messaging Deployment Models 110

Single-Site Messaging 110

Centralized Messaging 111

Distributed Deployment Model 112

Case Study: Messaging Deployment Design 113

Cisco Unity Connection Integration 114

Understanding Phone Systems, Port Groups, and Ports 114

Integrating with Cisco Unified CM 116

Cisco Unified CM Voicemail Configuration 116

Cisco Unity Connection Integration Configurations 128

Voicemail Integration Verification 135

Voicemail Port Verification 135

Voicemail Pilot and Profile Verification 136

Integration Troubleshooting 136

SIP Integrations with Cisco Unified CM 140

SIP Trunk Configuration in Cisco Unified CM 140

Cisco Unity Connection SIP Integration 144

Integrating with Cisco Unified CM Express 145

Cisco Unified CME Integration Configuration 145

Integrating with Cisco PIMG/TIMG 151

Call Flow and Routing Rules 152

Understanding Direct and Forwarded Routing Rules 152

Case Study: Cisco Unity Connection Integration with Legacy Systems 154

Summary 155

Chapter 5 Cisco Unity Connection Users and Contacts 157

Introduction to Users and Contacts 158

Understanding Users and Contacts 159

Users Without Mailboxes 159

User With Mailboxes 159

Contacts 160

Default Users 160

Configuring Users 161

Authentication Rules 162

Schedules and Holidays 165

Class of Service 169

Templates 172

Configuring Users 176

Configuring Users Without Mailboxes 177

Configuring Users With Mailboxes 179

Roles 181

Bulk Administration Tool 183

LDAP Synchronization and Authentication 190

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

Administrative XML Integration with Cisco Unified CM 202

Case Study: Importing Users 205

Summary 208

Chapter 6 Providing Users Access to Voice Messaging 211

Voice-Message Features and Applications Overview 212

Phone Access to Voice Messaging 213

Transfer Rules 214

Message Waiting Indicators 216

Alternate Extensions 219

Phone Menu Options 220

Message Settings Options 223

Web Application Access to Voice Messaging 226

Personal Communications Assistant 226

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

Phone View and Visual Voicemail 238

Mobility and Unified Communications 250

Case Study: Mobility 252

Summary 252

Chapter 7 Understanding User Features and Applications 255

Understanding User Features 256

Message Storage Settings and Administration 256

System Configuration Directory 258

Mailbox Store 258

Mailbox Stores Membership 263

Voice-Message Directory 267

Creating Users in a Mailbox Stores 268

Message Aging Policy 268

Aging Alert Text 273

Message Recording Expiration 275

Mailbox Quotas 276

Case Study: Message Aging and Archiving 279

Greetings and Caller Input 280

Greetings 280

Caller Input 287

Case Study: Alternate Greetings 290

Post-Greeting Recordings 290

Message Notification 292

Alternative Extension Features and Restriction Tables 296

Distribution Lists: System and Private 300

System Distribution Lists 300

Case Study: Configuring System Distribution List Access Lists 306

Private Distribution Lists 308

External Service Accounts 311

Unified Messaging Service 313

Using ViewMail for Outlook with Single Inbox 314

Configuring Single Inbox 314

User Configuration for Single Inbox 315

SMTP Proxy Addresses 316

Summary 317

Chapter 8 Understanding Call Handlers and System Features 319

Call Handler Components 320

Understanding System Call Handlers 321

Default System Call Handlers 321

Configuring Call Handlers 322

Transfer Rules 325

Greetings 325

Caller Input 328

Post Greeting Recordings 329

Message Settings 330

Call Handler Owners 331

Configuring New Call Handlers 332

Call Handler Templates 333

Understanding Directory Handlers 334

Understanding Interview Handlers 335

Configuring Interview Handlers 337

Building an Audiotext Application 339

Audiotext Application Design 339

Cisco Unity Connection Dial Plan Components 341

Partitions 341

Search Spaces 342

Case Study: Configuring The Dial Plan 344

Configuring Partitions 345

Configuring Search Spaces 346

Assigning Partitions to Search Spaces 346

Applying Partitions and Search Spaces 348

Changing the Default Search Space and Partition 350

Removing Search Spaces and Partitions 350

Case Study: Troubleshooting Dial Plan Issues 354

Case Study: Configuring The Greeting Administrator 356

Summary 358

Chapter 9 Understanding Cisco Unity Connection Networking 359

Simple Mail Transfer Protocol 360

Cisco Unity Connection Networking 361

Locations, Sites, and Intrasite Links 362

Intersite Links and Cisco Voicemail Organization 363

Preparations for Networking Cisco Unity Connection Servers 365

Review the Current Network Design and Software 365

Ensure Connectivity Between Locations 365

Configure Display Names and SMTP Domains 365

Case Study: Configuring Display Names 367

Changing the SMTP Domain 367

Case Study: Configuring SMTP Domains 369

Cluster Management 371

Review the Naming Conventions of System Objects 373

Case Study: Managing Distribution Lists 375

Configuring Intrasite Links 377

Automatic Versus Manual 377

Networking Verification 385

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

Voice Network Map 393

SMTP Smart Host Function and Configuration 397

Configuring Intersite Links 399

Interlocation Options and Features 401

Cross-Server Sign-In 403

Cross-Server Transfer 405

Cross-Server Live Reply 405

Cross-Server Feature Configuration 406

Case Study: Configuring Cross-Server Features 408

Configuring Users for Live Reply 410

Transfer Using Phone System Trunks 411

Other Post-Networking Considerations 414

Summary 415

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

Voice Profile for Internet Mail 418

Preparing for Configuring VPIM Networking 419

License Considerations 419

Determine the Number Scheme for Dial IDs 419

Determine the Dial Plan 419

VPIM Contact Creation 420

Blind Addressing 420

Distribution List Considerations 420

Domain Name Considerations 421

SMTP Smart Host and DNS Considerations 421

Networking and Connectivity Considerations 421

Configuring VPIM in Cisco Unity Connection 421

Case Study: Controlling Directory Synchronization 422

Configuring the SMTP Domain Name 422

Verify VPIM Licenses 425

Configuring VPIM Locations 425

Creating VPIM Contacts 429

Automatic Directory Updates 431

Automatic Directory Update Options 433

Case Study: Directory Updates and Blind Addressing 433

Blind Addressing Using Cisco Unity Connection Inbox 434

Automatically Create Contacts 435

Automatically Delete Contacts 437

VPIM Features 440

Case Study: VPIM Features 440

Summary 444

Chapter 11 Using Cisco Unity Connection Tools and Reports 445

Cisco Unity Connection Tools 446

Using the Real-Time Monitoring Tool 447

Accessing RTMT 447

System Summary 449

Server-CPU and Memory 451

Server-Process 451

Server-Disk Usage 451

Critical Services 453

Cisco Unified Serviceability 456

Cisco Unity Connection Services—RTMT—Critical Services 457

Cisco Unity Connection Serviceability 459

Case Study 460

Performance 460

Tools 468

Cisco Object Backup and Restore Application Suite (COBRAS) 472

Cisco Unity Connection Migrate Utilities 477

Cisco Unity Connection Task Management Tool 478

Understanding Reports 479

Summary 484

Chapter 12 Maintaining Cisco Unity Connection 487

Disaster Recovery System 488

Certificate Management Overview 489

Performing a Backup 490

Backup Device Configuration 492

Backup Components 494

Case Study: Backing Up Mailbox Stores 496

Manual Backup 497

Backup Scheduler 499

Performing a Restore 501

Using the Restore Wizard 501

Warm Standby Server 503

Cluster Management 506

Overview of Survivable Remote Site Voicemail 508

Cisco Voice Technology Group Subscription Tool 509

Cisco Unity Connection Tools Online 509

Configuring Simple Network Management Protocol 509

Summary 512

Chapter 13 Advanced Features in Cisco Unity Connection 513

Fax Integration 514

Preparation for Fax Integration 515

Faxable Document Types and Fax Reports 515

Configuring Cisco Unity Connection Fax Integration 516

Cisco Unity Connection User Account Fax Configuration 518

Fax Integration Testing and Verification 520

Gateway Configuration for Voice and Fax Integration 520

SpeechView 522

SpeechView Configuration 522

SpeechView Licensing 523

Smart Host Configuration for SpeechView 524

Access List Configuration the Email Server for SpeechView 525

Preparation for SpeechView Configuration 525

SpeechView Configuration in Cisco Unity Connection Administration 525

User Configuration for SpeechView 527

Configuring Notification 529

Configuring SMTP and SMS Notification 529

Summary 533

Chapter 14 Troubleshooting Cisco Unity Connection: Case Studies 535

Basic Troubleshooting Techniques 536

Stay the Course 537

Assess the Situation 537

Develop the Plan and Strategy 538

Use Good Troubleshooting Procedures 538

Provide Reporting, Resolution, Documentation, and Lessons Learned 539

Troubleshooting MWI Issues 539

Scenario 539

Resolution 540

Troubleshooting Call Transfer Rules 542

Scenario 542

Resolution 543

Troubleshooting Partitions and Search Scopes 545

Scenario 545

Resolution 545

Troubleshooting Dial Plan Issues in Digital Networks 547

Scenario 547

Resolution 547

Troubleshooting Access to Features 549

Scenario 549

Resolution 549

Troubleshooting Audiotext Applications 550

Scenario 550

Resolution 550

Troubleshooting Digital Networking Issues 552

Scenario 552

Resolution 552

Troubleshooting VPIM Networking Issues 555

Scenario 555

Resolution 555

Summary 556

Index 557

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  • Posted June 26, 2011

    more from this reviewer

    carefully plan before deploying

    Schulz's book can be considered as two parts. The first part, covered in the chapters 1 and 2, is the overview and planning. Its strongest recommendation seems to be to design in as much detail as possible your computing network for voicemail. Especially take into account scalability. Future expansion should be considered from the start. The CUC core product can handle up to 20 000 users on a single server, which is certainly impressive. But if even this is insufficient, you have the choices of using more servers or perhaps digital networking and VPIM [Voice Profile for Internet Mail] to extend the limit on one server.

    VPIM is also important, for it lets a CUC network with another vendor's voicemail system, if the latter also supports VPIM. A pragmatic concern if your company already has that other vendor's system deployed as a legacy centre.

    One important aspect is the geographic distribution of users. The book uses an example of a company with its employees mostly on both US coasts. For high availability, this suggests deploying a server on each coast. Then CUC lets you build an intersite network so that you can easily administer just one unified voicemail centre.

    The second part of the book is the majority of the text. It delves into the many details of system administration of CUC. Accompanied by numerous screenshots of windows of supported options. One of which I describe here, as especially pertinent to voicemail. It has to do with message aging. Voicemail is stored as WAV files, and it is inherent that a typical voicemail is larger than your standard email, even if the latter is in HTML, as many are these days. So voicemail takes up more room than email. To handle this, CUC offers a message aging policy. Users can move a voicemail into a Deleted Items folder. But the voicemail still exists in the system, taking up space. You can adjust a number of days parameter, so if a voicemail is in the folder after that limit, it is permanently deleted.

    Was this review helpful? Yes  No   Report this review
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