Configuring Cisco Unified Communications Manager and Unity Connection: A Step-by-Step Guide


The definitive, up-to-date guide to planning, configuring, and administering Cisco call processing and voice messaging.

This book brings together all the hands-on knowledge you need to successfully configure and administer Cisco’s flagship IP voice systems, including Cisco Unified Communications Manager (CUCM), Unity, and Unity Connection. Fully updated for the new CUCM, Unity, and Unity Connection, version 8, it presents step-by-step procedures for every common and complex task...

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Configuring Cisco Unified Communications Manager and Unity Connection: A Step-by-Step Guide

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The definitive, up-to-date guide to planning, configuring, and administering Cisco call processing and voice messaging.

This book brings together all the hands-on knowledge you need to successfully configure and administer Cisco’s flagship IP voice systems, including Cisco Unified Communications Manager (CUCM), Unity, and Unity Connection. Fully updated for the new CUCM, Unity, and Unity Connection, version 8, it presents step-by-step procedures for every common and complex task that installers, integrators, and administrators will encounter.

Long-time Cisco voice implementer and instructor David Bateman begins with clear, well-organized explanations of Cisco Voice over IP technology, including its key functions and devices. Next, he guides you through preparation and deployment, including configuring CUCM for maximum performance, removing DNS dependencies, defining enterprise parameters, configuring regions, and enforcing security.

The author presents quick access, step-by-step solutions for dozens of post-deployment tasks, each with thorough instructions and cross-references to prerequisite tasks wherever needed. He demonstrates how to integrate features to create more powerful IP voice systems, thoroughly introduces Cisco’s new management interface, and provides extensive coverage of the latest feature enhancements.

David Bateman is a certified Cisco instructor, CCNA, and director of curriculum development for Skyline-ATS. He has 20+ years of internetworking experience, including more than a decade as a senior LAN/WAN engineer in networks serving up to 5,000 users. He then ran the business operations of a technical services company while maintaining his existing networking client base. David has taught and implemented Cisco voice technologies since 2000. He authored this book’s first edition, and co-authored CCNA Voice Exam Cram.

  • Establish a foundation for CUCM: configure services, set enterprise parameters, register devices, and more
  • Add gateways and client devices
  • Create dial plans, including route patterns, route lists, route groups, CTI route points, translation patterns, and route filters
  • Configure Class of Service (CoS) and Call Admission Control
  • Implement IP phone service, media resources, and Extension Mobility
  • Prepare to deploy Unity/Connection: verify integration; define system parameters; and create templates, distribution lists, and CoS
  • Add, import, and manage users
  • Make the most of Unity/Connection call management, from basic auto-attendant to advanced routing rules and audio-text
  • Integrate legacy voicemail systems
  • Master Unity/Connection’s key administrative tools and utilities
  • Use time-of-day routing, call queuing, and other advanced features

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: 9781587142260
  • Publisher: Cisco Press
  • Publication date: 5/23/2011
  • Series: Networking Technology: IP Communications Series
  • Edition description: New Edition
  • Edition number: 2
  • Pages: 704
  • Sales rank: 1,002,249
  • Product dimensions: 7.40 (w) x 9.10 (h) x 1.50 (d)

Meet the Author

David J. Bateman is a certified Cisco Systems instructor and the director of curriculum development for Skyline-ATS. He has more than 20 years of internetworking experience. For more than 10 years, David was a senior LAN/WAN engineer, working on small, medium, and large networks. Later in his career, he took on the responsibility of running the business operations of a technical services company, while maintaining his existing client base. David has always enjoyed sharing his knowledge, and in 1999, he added to his list of accomplishments by becoming a technical seminar leader. After many successful seminars, he decided to become a full-time Cisco instructor for Skyline Advanced Technology Services. He has been teaching and implementing Cisco voice technologies since 2000. David’s years of real-world technical and business knowledge allow him to bring a unique perspective to the classroom, where he not only delivers critical technical knowledge but can also explain how technologies can be used to address various business issues.

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Table of Contents

Part I Communications Manager Configuration

Chapter 1 CUCM and Unity Connection Overview 1

Ensuring a Reliable Foundation 2

Infrastructure Overview 3

Inline Power 4

Voice VLANs 4

CDP Support 4

Voice Gateways 4

Creating a Reliable VoIP Infrastructure 5

Communications Manager Overview 7

Defining Communications Manager Components 8

Communications Manager Business Edition 10

Communications Manager Devices 10

Phones 11

Gateways Overview 12

Gatekeepers 14

Media Resources 15

Conference Bridge (CFB) 15

Transcoders 16

MoH 16

Annunciator 16

Understanding Communications Manager Deployment Models 17

Single-Site 17

Multisite WAN with Centralized Call Processing 17

Multisite WAN with Distributed Call Processing 17

Route Plan Overview 18

Typical Call Flow 19

Wildcards 20

Calling Privileges 21

Unified Messaging Overview 22

Software Architecture 23

Unity Software Architecture 23

Unity Connection Architecture 25

Following the Call Flow 25

Exploring Call Handlers 26

Defining Various Types of Users 29

Unity Connection Users 29

Unity Subscribers 30

User Parameters 31

Networking Overview 33

Unity Networking 33

Unity Connection Networking 35

Securing the Environment 35

Securing the Operating System 35

Communications Manager Security Issues 36

Unity Security Issues 38

Summary 39

Chapter 2 Preparing CUCM for Deployment 41

Configuring Communications Manager for Maximum Performance 41

Activating Communications Manager Services 42

Configuring Communications Manager’s Enterprise Settings 43

Removing DNS Dependencies 48

Defining Enterprise Parameters 50

General Parameters 50

Communications Manager Administrator Parameters 52

CCMUser Parameters 53

CDR Parameters 55

Localization Parameters 55

Multi-Level Precedence and Pre-Emption (MLPP) Parameters 55

Security Parameters 56

Prepare Cluster for Roll Back 57

Phone URL Parameters and Secured Phone URL Parameters 57

User Search Parameters 58

CCM Web Services Parameters 59

Trace Parameters 59

User Management Parameters 60

Service Manager TCP Ports Parameters 60

CRS Application Parameters 60

Cluster Domain Configuration 60

Denial-of-Service Protection 60

TLS Handshake Timer 60

Cisco Support Use 60

IPv6 Configuration Modes 60

Cisco Syslog Agent 61

CUCReports Parameters 61

Logical Partitioning Configuration 61

Preparing Communications Manager for Device Registration 62

Device Pools 62

Common Device Configuration 66

Creating Communications Manager Groups 66

Defining Date/Time Groups 69

Configuring Regions 70

Building Device Pools 72

Summary 75

Chapter 3 Deploying Devices 77

Adding Clients 78

Defining Device Settings 78

Phone Button Templates 78

Softkey Template 80

Device Defaults 83

Adding Phones 84

Autoregistration 86

Manually Adding Phones 89

Add a Line to a Phone 99

Using BAT to Add Devices 106

Activating the BAT Service 107

BAT CSV and Template Overview 108

Creating a CSV File for BAT 110

Adding Phones Using BAT 113

Adding Phones Using TAPS 118

Adding Gateways 119

Adding H.323 Gateways 119

Device Information 121

Call Routing Information—Inbound Calls 123

Call Routing Information—Outbound Calls 124

Geolocation 125

Intercompany Media Engine 126

Incoming Calling/Called Party Settings 126

Adding MGCP Gateways 126

Adding IOS MCGP Gateways 127

Adding Non-IOS MGCP Gateways 132

Adding Intercluster Trunks 143

Device Information 144

Call Routing Information—Inbound Calls 147

Call Routing Information—Outbound Calls 147

Remote Cisco Communications Manager Information 149

UUIE Configuration 149

Geolocation Configuration 149

Summary 150

Chapter 4 Implementing a Route Plan 151

Understanding Call Flow 152

Understanding Route Groups and Route Lists 154

Creating Route Groups 157

Creating a Route List 158

Understanding Route Patterns 163

Creating Basic Route Patterns 166

Using Pattern Wildcards to Create a Basic Dial Plan 171

Advanced Route Plan Components and Behavior 173

Creating Route Filters 174

Creating Translation Patterns 179

Creating CTI Route Points 183

Adding a Line to a CTI Route Point 185

Directory Number Information 185

Directory Number Settings 186

AAR Settings 187

Call Forward and Pickup Settings 187

Park Monitoring 189

MLPP Alternate Party Settings 189

Line Settings for All Devices 190

Line Settings for This Device 190

Multiple Call / Call-Waiting Settings 190

Forwarded Call Information Display 191

Summary 191

Chapter 5 Configuring Class of Service and Call Admission Control 193

Rights and Restrictions 193

Understanding Call Search Spaces and Partitions 193

Creating Calling Search Spaces and Partitions 202

Applying Calling Search Spaces and Partitions 205

Assigning a CSS to a Phone 206

Assigning a CSS to a Line 206

Assigning a CSS to a Gateway or Trunk 207

Assigning a Partition to a Line (Directory Number) 209

Assigning a Partition to a Pattern 210

Implementing Call Admission Control 211

Configuring CAC for a Distributed Deployment 211

Configuring a Gatekeeper 213

Configuring a Gatekeeper-Controlled Trunk 215

Call Routing Information—Outbound Calls 219

Gatekeeper Information 220

Configuring CAC for a Centralized Deployment 221

Creating Locations 221

Assigning a Location to Devices 223

Special Services Configuration 224

Special Services Overview 224

Configuring Special Services Route Patterns 225

Summary 229

Chapter 6 Configuring CUCM Features and Services 231

Configuring Features 231

Creating Call Pickup Groups 231

Add a Call Pickup Number 232

Assign a Call Pickup Group to a Line 234

Creating Meet-Me Patterns 235

Creating Call Park Numbers 237

Creating Directed Call Park Numbers 239

Creating Intercoms 240

Creating Intercom Partitions 241

Intercom Calling Search Spaces 241

Creating Intercom Numbers 241

Assigning an Intercom DN to a Phone 242

Creating Forced Authorization Codes 244

Create a Forced Authorization Code 244

Assign a Forced Authorization Code to a Route Pattern 245

Configuring Client Matter Codes 246

Create a Client Matter Code 246

Assign a Client Matter Code to a Route Pattern 247

Configuring Voice Ports and Profiles 248

Creating Users 259

Configuring Advanced Services 262

Implementing Advanced Features 263

Configuring IP Phone Services 263

Extension Mobility 265

Creating and Managing Media Resources 273

Configuring an MOH Server 273

Assign an MOH Audio Source to a Phone 276

Creating Conference Bridges 276

Configuring MTPs 279

Creating Transcoders 279

Configuring Annunciators 281

Media Resource Management 282

Assign a Media Resource Group List to a Phone 285

Assign a Media Resource Group List to a Device Pool 286

Configuring Remote Site Failover 286

SRST Overview 287

Configuring SRST 287

Creating an SRST Reference to a Device Pool 288

Assign an SRST Reference to a Device Pool 290

Configuring AAR 290

Creating an AAR Group 291

Assign an AAR Group to a Line 292

Summary 294

Part II Messaging Configuration

Chapter 7 Unity Predeployment Tasks 295

Accessing and Navigating Unity Administrator 296

Accessing and Navigating Unity Connection Administrator 301

Unity Integration Verification 304

Communications Manager Integration 305

Voicemail Port Configuration 305

Unity Telephony Integration Manager (Communications Manager) 307

SIP Integration 311

SIP Configuration 311

Unity Telephony Integration Manager (SIP) 312

PIMG/TIMG Integration 315

PIMG/TIMG Configuration 315

Unity Telephony Integration Manager (PIMG/TIMG) 315

Defining Unity System Configuration 317

Creating Schedules and Holidays 318

View and Change a Schedule 319

Add a Schedule 320

Define a Default Schedule 320

Add a Holiday 321

Modify or Delete a Holiday 322

Defining Configuration Settings 322

Settings 322

Software Versions 326

Recordings 326

Contacts 328

Phone Languages 328

GUI Languages 330

Message Security 330

Message Subjects 330

Configuring Authentication Settings 331

Configuring Ports 332

Configuring Unity System Access and Policies 334

Defining Account Polices 334

Configuring Class of Service 337

Adding a CoS 337

Modifying a CoS 338

Creating and Managing Unity Public Distribution Lists 347

Creating Public Distribution Lists 347

Managing PDL Members 350

Unity Connection Integration Verification 351

Communications Manager Integration 351

Defining Unity Connection System Configuration 354

Defining General Configuration 355

Defining Mailbox Quotas 358

Configuring Message Aging Policy 359

Creating Schedules and Holidays 361

View and Change a Schedule 361

Configuring Unity Connection System Access and Policies 363

Configuring Authentication Rules 363

Configuring Restriction Tables 366

Configuring CoS 368

Understanding Roles 371

Defining the Dial Plan 372

Summary 375

Chapter 8 User/Subscriber Reference 377

Defining Various Types of Subscribers 377

Exchange 378

Networked Subscribers 378

Unity Connection Users 378

Creating Users 378

Exploring Templates 379

Creating Unity Subscriber Templates 381

Configuring Subscriber Template Profile Settings 384

Configuring Subscriber Template Account Settings 386

Configuring Subscriber Template Passwords Settings 386

Configuring Subscriber Template Conversation 388

Configuring Subscriber Template Call Transfer 394

Configuring Subscriber Template Greetings 398

Configuring Subscriber Template Caller Input 402

Configuring Subscriber Template Messages Settings 405

Configuring Subscriber Template Distribution Lists Settings 407

Configuring Subscriber Template Message Notification Settings 408

Configuring Subscriber Feature Settings 412

Creating New Unity Subscribers 414

Importing Unity Subscribers 417

Creating Unity Connection User Templates 420

Configuring User Template Basics Settings 424

Configuring Password Settings 426

Configuring Template Passwords 427

Configuring Roles 427

Configuring User Template Transfer Rules 427

Configuring User Template Messages Settings 430

Configuring User Template Message Actions 432

Configuring User Template Caller Input 434

Configuring User Template Mailbox Settings 435

Configuring User Template Phone Menu 437

Configuring User Template Playback Message Settings 439

Configuring User Template Send Message Settings 442

Configuring User Template Greetings 444

Configuring User Template Post-Greeting Recording 446

Configuring User Template Message Notification Settings 447

Creating New Unity Connection Users 451

Importing Unity Connection Users 454

Unity Connection Contacts 456

Creating Unity Connection Contact Templates 456

Creating Unity Connection Contacts 457

Managing Users 460

Managing User Access 460

Unlocking an Account 460

Resetting Passwords 461

Changing a Subscriber’s Extension 462

Changing a Subscriber’s CoS 463

Granting Access to Licensed Features (FaxMail, Text-to-Speech, CPCA) 463

Granting Additional System Access Rights 465

Managing Call Transfer and Greetings 466

Allowing Screening and Hold Options 466

Changing Maximum Greeting Length 467

Enabling and Disabling Greetings 468

Modifying Caller Input Options 469

Managing Message Access, Notification, and Indication 472

Allowing Subscribers to Send to Distribution Lists 473

Allowing Messages Deleted from the Phone to Be Saved in the Deleted Items Folder 474

Enabling Live Reply for a Subscriber 474

Creating Private Lists 475

Configuring Message Notification 476

Adding Alternate Extensions 480

Adding Alternate Names 482

Assigning External Service Accounts (Unity Connection Only) 483

Add SMTP Proxy Addresses (Unity Connection Only) 483

Changing Maximum Outside Caller Message Length 484

Adjusting Urgent Message Marking 484

Enable MWI on Another Extension 485

Adding and Removing Users from a Distribution List 486

Conversation Management Settings 487

Changing Menus from Full to Brief 487

Changing How a User Searches for Other Users 488

Changing What Message Count Is Played to a User 489

Changing the Order in Which Messages Are Played 490

Changing What Header Information Is Heard While Listening to Messages 492

Summary 493

Chapter 9 Call Management 495

Understanding Call Flow 495

Call Flow Architecture 496

Call Handler Overview 497

Creating Basic Call-Routing Systems 499

Call Handlers 500

Creating and Configuring Unity Call Handlers 500

Configuring Unity Call Handlers 502

Profile Settings 502

Call Transfer Settings 504

Greetings Settings 507

Configuring Call Handler Caller Input Settings 510

Configuring Call Handler Messages Settings 513

Creating and Configuring Unity Connection Call Handlers 514

Configuring Unity Connection Call Handlers 516

Configuring Call Handler Basics Settings 517

Configuring Call Handler Transfer Rules 518

Configuring Call Handler Caller Input 520

Configuring Call Handler Greetings 522

Configuring Call Handler Post-Greeting Recording 525

Configuring Call Handler Messages Settings 525

Configuring Call Handler Owners 526

Directory Handlers 527

Configuring Unity Directory Handlers 528

Directory Handler Search Options Settings 529

Directory Handler Match List Options Settings 531

Directory Handler Caller Input Settings 533

Configuring Unity Connection Directory Handlers 534

Unity Connection Directory Handler Greeting 539

Configuring Auto-Attendant 540

Creating Advanced Call-Routing Systems 542

Using Interview Handlers 543

Creating and Configuring Interview Handlers in Unity 543

Creating and Configuring Interview Handlers in Unity Connection 546

Creating an Audio Text Application 549

Remotely Managing Call Handlers 551

Configuring Call Routing 552

Creating and Configuring a Call Routing Rule in Unity 553

Creating and Configuring a Call Routing Rule in Unity Connection 557

Managing Restriction Tables 560

Configuring Unity Restriction Tables 561

Configuring Unity Connection Restriction Tables 563

Summary 565

Chapter 10 Implementing Unity Networking 567

Unity Networking Overview 567

Networking Components 568

Locations 568

Message Addressing 568

Network Subscribers 568

Voice Connector 568

Interoperability Gateway 569

Schema Extensions 569

Unity-to-Unity Networking Overview 569

Unity–to–Legacy Voicemail Networking Overview 570

Unity Networking Configuration 571

Defining Digital Networking 571

Unity to Non-Unity Networking Concepts 577

Defining AMIS Networking 577

Defining VPIM Networking 578

Defining Bridge Networking 580

Unity Connection Networking Overview 581

Networking Unity Connection to Unity Connection 582

Networking Unity Connection to Unity 583

Networking Unity Connection to Other Systems 585

Summary 586

Chapter 11 Exploring Unity/Connection Tools 587

Using Unity Tools 587

Unity Web-Based Tools 587

Monitoring 588

Reports 592

Subscriber Reports 593

System Reports 595

Using Advanced Tools 599

Administration Tools 600

Audio Management Tools 608

Diagnostic Tools 609

Reporting Tools 612

Switch Integration Tools 613

Using Unity Connection Tools 614

Unity Connection Administration Tools 614

Task Management 615

Bulk Administration Tool 616

Custom Keypad Mapping 617

Migration Utilities 618

Grammar Statistics 618

SMTP Address Search 619

Show Dependencies 619

Unity Connection Reports 619

Phone Interface Failed Logon Report 622

Users Report 622

Message Traffic Report 622

Port Activity Report 622

Mailbox Store Report 622

Dial Plan Report 623

Dial Search Scope Report 623

User Phone Login and MWI Report 623

User Message Activity Report 623

Distribution Lists Report 623

User Lockout Report 623

Unused Voice Mail Accounts Report 624

Transfer Call Billing Report 624

Outcall Billing Detail Report 624

Outcall Billing Summary Report 624

Call Handler Traffic Report 624

System Configuration Report 625

SpeechView Activity Report By User 625

SpeechView Activity Summary Report 625

Summary 626

Part III Leveraging the Power of Communications Manager and Unity

Chapter 12 Maximizing CUCM and Unity/Connection 627

Advanced Communications Manager Features 627

Configuring Administrative Rights 627

Time-of-Day Routing 631

Creating a Time Period 632

Creating a Time Schedule 633

Assigning a Time Schedule to a Partition 634

Hunt List 635

Creating a Line Group 635

Creating a Hunt List 637

Creating Hunt Pilots 639

Advanced Unity/Unity Connection Features 642

Enabling Call Queuing 642

Configuring Destination Call Screening 643

Unique Solutions 644

Enhanced Vacation Schedules 644

Configuring Unity/Connection as a Meet-Me Conference Manager 647

Managing Multilocation Overlapping Extensions 648

Summary 649

Appendix Additional Reference Resources 651

TOC, 4/4/2011, 9781587142260

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Sort by: Showing all of 2 Customer Reviews
  • Posted July 13, 2011

    The author delivers on his promise

    With Cisco Unified Communications solutions (namely Unified Communications Manager and the Unity family of products) reaching the version 8 milestone in their lifecycle, there has been a lot of information published on the subject already. I've probably got a dozen or more Cisco Press books covering these topics on my own bookcase within close reach. But this one is different. It's not just a 'reference guide' that is full of information but requires you to jump around to find what you're looking for. It's not a certification study guide covering only theory and leaving the practical knowledge behind - this title covers both, and does it well. It is my current 'go-to' title of choice. Let me talk about what sets this book apart from the rest.

    Configuring Cisco Unified Communications Manager and Unity Connection: A Step-by-Step Guide does a good job at accomplishing what Bateman has set out to do; create a configuration guide in a step-by-step, building-block approach. Walking you through each new topic, building on knowledge you have already gained from previous topics, you will walk away from this title having a solid foundation of what you need to know to successfully implement a Cisco Unified Communications solution and keep it running. He doesn't take you through the installation process itself, but covers just about everything else beyond that step necessary from a configuration standpoint when setting up a new system, as well as the daily administration activities you'll be required to perform.

    This is clearly not meant to be a certification guide, but I would recommend it to the network administrator new to Cisco Unified Communications and certification candidate alike; both audiences will benefit greatly from the exercises and explanations presented in this book.

    The author calls it 'The definitive, up-to-date guide to planning, configuring, and administering Cisco call processing and voice messaging'.. I'll buy that. I would rate this book a solid 4 out of 5. I would have liked to have seen a bonus CD accompanying the title with multimedia content (I'm thinking video walkthroughs of some of the more involved processes, maybe some lecture content on the more complex theory topics); maybe in the third edition (hint, hint, nudge, nudge).

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  • Posted July 10, 2011

    more from this reviewer

    numerous detailed abilities

    The book is intrinsically about the system administration of these Cisco products. It stresses that you should do a design phase prior to any actual installation. This should be as detailed as possible, to [try to] anticipate the phone behaviours and needs of the users. A key idea that needs to be kept in mind during this is that individual components of the system will fail, so redundancy needs to be built in at all levels above the cable that connects the device [ie. IP phone] to the rest of the network. The author remarks that the only real exception to redundancy is this single cable from the phone. Because a motivator for going to VoIP phones that have inline power is the reduced cabling needs. And users seem to accept as self-evident that if this cable breaks, then certainly the phone is disconnected.

    Chapter 2 discusses Communication Manager 3.3, where all services are turned off by default. Apparently, in earlier versions, some services were turned on, right out of the box. While the text does not say this explicitly, I suspect that this led to certain attack vectors that came in on some of those active default services. So live and learn, and Cisco is hence bolting down the services. What this means is that you, the sysadmin, needs to [or at least should] understand each service that you activate.

    The complexity in the book rises when you reach Chapter 4, on route plans and call flow. It increases in the next chapter, which is about implementing the equivalent of black and white lists for different devices. If you temporarily imagine each device to be not a phone but, say, a browser with Internet access, then the concepts of those lists are easy to grasp. But when it comes to phone devices, the implementation of the lists is rather intricate.

    CUC and Unity also can handle the processing of incoming calls, as evidenced in Chapter 9. Here, if you have a background in Interactive Voice Response systems, you can see similarities to what Cisco offers. But a major difference is that, as far as I can discern, speech recognition is used nowhere here. The incoming caller chooses from various options by pressing buttons.

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