Cisco Unity Connection

Cisco Unity Connection The comprehensive guide to Cisco Unity Connection voice messaging system design, implementation, and troubleshooting   David Schulz   Cisco Unity Connection presents all the concepts and techniques you need to successfully plan, design, implement, and maintain Cisco Unity Connection voice messaging systems. For every stage of the system lifecycle, enterprise voice expert David Schulz offers clear explanations, practical examples, realistic case studies, and best-practice solutions.   The author begins by introducing Cisco Unity Connection’s core features, capabilities, and components. Next, he provides thorough, step-by-step coverage of configuration, including users, contacts, call routing, dial plans, class of service, and templates. You will find extensive discussions of user features and access, administration and maintenance, redundancy and backup, and much more. Throughout, the author addresses many enhancements introduced in the new Cisco Unity Connection v8.5 software. This book concludes with a complete guide to troubleshooting, including case studies that identify common deployment challenges and help you build real-world problem-solving skills.   David Schulz has more than 27 years of experience with networking, security, and voice technologies. Before joining Skyline Advanced Technology Services, he was involved in network engineering, consulting, project management, and engineering oversight for a Midwest reseller. He has taught networking technologies to both customers and engineers, created multiple process and procedure methodologies and documents, and held network contracting responsibilities at a large global enterprise. He holds CCSI, CCNP Voice, CCSP, and CCDP certifications.     ·                      Plan voice messaging designs, including active-active cluster pair and single-server configurations ·                      Identify required equipment and codecs, and accurately size servers ·                      Efficiently install and upgrade Cisco Unity Connection software ·                      Perform non-Cisco integrations with PBX IP Media Gateway (PIMG) and T1 IP Media Gateway (TIMG) ·                      Administer users and contacts with Cisco Unity Connection Administration, Bulk Administration Tool, AXL, and LDAP ·                      Provide access via phones, the web, and mobile applications ·                      Configure call, directory, and interview handlers ·                      Implement dial plan components, including partitions and search scopes ·                      Configure Cisco Unity Connection networking, including SMTP ·                      Configure, implement, and use Voice Profile for Internet Mail (VPIM) ·                      Create reports and perform real-time monitoring ·                      Master tools for maintenance, backup, and disaster recovery ·                      Implement advanced features, from SpeechView to SMS notification   This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.  

Table of Contents:
Foreword xx Introduction xxi   Chapter 1 Cisco Unity Connection Overview 1 Introduction to Cisco Unity Connection 2 Cisco Messaging Solutions 4     Cisco Unity Express 5     Cisco Unity 5     Cisco Unity Connection 5     Cisco Unified Messaging Gateway 6 Planning for Voice Messaging 6     Current Network Status and Design 7     Current Users and Requirement 8     Scalability 9     Redundancy 10     Feature Requirements 10 Summary 11 Case Study 12   Chapter 2 Designing Voicemail Systems with Cisco Unity Connection 13 Determining Server Sizing 14     Understanding Codecs and Voicemail Storage 15         G.711 Codec 16         G.729 Codec 16         G.722 Codec 16         G.726 Codec 17         iLBC 17         PCM Linear Codec 17         Transcoding in Cisco Unity Connection 17         Users, Codecs, and Message Storage Considerations 20     IMAP Clients and Voice Ports 21         Determining Voicemail Port Requirements 22 High-Availability and Redundancy 24 Server Sizing and Platform Overlays 25     Virtualization 26     User Location, Geography, and Digital Networking 27         Case Study: Voicemail Design 27     Introduction to Integration 28     Introduction to Voicemail Networking 28         Intrasite Networking 29         Introduction to Intersite Networking 32         Intrasite Versus Intersite Networking 34         Case Study: Voicemail Network Design 35         Other Voicemail Networking Options 36         Case Study: VPIM Voicemail Design 36         Intersite Links and VPIM Networking 37         Case Study: Multisite Voicemail Design 38 Summary 40   Chapter 3 Installing and Upgrading Cisco Unity Connection 43 Cisco Unity Connection Installation Procedures 44     Installing Cisco Unity Connection Software 45         Pre-Installation Tasks 45         Cisco Unity Connection Software Installation 47         Installation Processes 47     Basic Installation 48         System Installer and Platform Checks 48         Product Deployment Selection 50         Platform Installation Wizard 52         Basic Installation Dialogue 54     Cisco Unity Connection Server Verification 71     Cisco Unity Connection Login Verification 73     Installation Log Files 76     Active-Active Cluster Pair Configuration 76         Publisher Installation 77         Subscriber Installation 77         Subscriber Server Installation 78     Subscriber Software Installation 81         First Node Configuration 81         Subscriber Node Installation Dialogue 81         First Node Access Configuration 83     Active-Active Cluster Pair Verification 83     Unattended Installation Using the Answer File 86     Performing Software Updates 88         Upgrade During Install 89         Upgrade Using Cisco Unified OS Administration 91     Upgrades from Unity and Unity Connection 1.2 92     Virtual Installation Overview 92         Open Virtual Machine Format (OVA) Extension 93     Understanding Licensing in Cisco Unity Connection 94         Top-Level Software License 95         Server License 96         User License 96         HA License 96         Speech Connect 96     License Ordering Procedures 96         Case Study 98 Summary 99   Chapter 4 Integrating Cisco Unity Connection 101 Attributes of an Integration 103 Integration with Cisco Unified CM Overview 104 Integration with CME Overview 106 Integration with PIMG and TIMG Overview 106     Bandwidth Considerations Using PIMG and TIMG 109     Understanding Multiple Integrations 109 Messaging Deployment Models 110     Single-Site Messaging 110     Centralized Messaging 111     Distributed Deployment Model 112     Case Study: Messaging Deployment Design 113 Cisco Unity Connection Integration 114     Understanding Phone Systems, Port Groups, and Ports 114     Integrating with Cisco Unified CM 116         Cisco Unified CM Voicemail Configuration 116         Cisco Unity Connection Integration Configurations 128     Voicemail Integration Verification 135         Voicemail Port Verification 135         Voicemail Pilot and Profile Verification 136         Integration Troubleshooting 136     SIP Integrations with Cisco Unified CM 140         SIP Trunk Configuration in Cisco Unified CM 140         Cisco Unity Connection SIP Integration 144     Integrating with Cisco Unified CM Express 145         Cisco Unified CME Integration Configuration 145     Integrating with Cisco PIMG/TIMG 151 Call Flow and Routing Rules 152     Understanding Direct and Forwarded Routing Rules 152         Case Study: Cisco Unity Connection Integration with Legacy Systems 154 Summary 155   Chapter 5 Cisco Unity Connection Users and Contacts 157 Introduction to Users and Contacts 158     Understanding Users and Contacts 159         Users Without Mailboxes 159         User With Mailboxes 159         Contacts 160         Default Users 160     Configuring Users 161         Authentication Rules 162         Schedules and Holidays 165         Class of Service 169         Templates 172     Configuring Users 176         Configuring Users Without Mailboxes 177         Configuring Users With Mailboxes 179         Roles 181         Bulk Administration Tool 183         LDAP Synchronization and Authentication 190         Case Study: Four-Digit to Six-Digit Phone Number Conversion 199         Administrative XML Integration with Cisco Unified CM 202         Case Study: Importing Users 205 Summary 208   Chapter 6 Providing Users Access to Voice Messaging 211 Voice-Message Features and Applications Overview 212     Phone Access to Voice Messaging 213         Transfer Rules 214         Message Waiting Indicators 216         Alternate Extensions 219         Phone Menu Options 220         Message Settings Options 223     Web Application Access to Voice Messaging 226         Personal Communications Assistant 226         Using Really Simple Syndication (RSS) Feeds for Voice Messaging 233         Phone View and Visual Voicemail 238     Mobility and Unified Communications 250         Case Study: Mobility 252 Summary 252   Chapter 7 Understanding User Features and Applications 255 Understanding User Features 256     Message Storage Settings and Administration 256         System Configuration Directory 258         Mailbox Store 258         Mailbox Stores Membership 263         Voice-Message Directory 267         Creating Users in a Mailbox Stores 268         Message Aging Policy 268         Aging Alert Text 273         Message Recording Expiration 275         Mailbox Quotas 276         Case Study: Message Aging and Archiving 279     Greetings and Caller Input 280         Greetings 280         Caller Input 287         Case Study: Alternate Greetings 290         Post-Greeting Recordings 290 Message Notification 292 Alternative Extension Features and Restriction Tables 296 Distribution Lists: System and Private 300     System Distribution Lists 300         Case Study: Configuring System Distribution List Access Lists 306     Private Distribution Lists 308 External Service Accounts 311 Unified Messaging Service 313     Using ViewMail for Outlook with Single Inbox 314     Configuring Single Inbox 314     User Configuration for Single Inbox 315 SMTP Proxy Addresses 316 Summary 317   Chapter 8 Understanding Call Handlers and System Features 319 Call Handler Components 320     Understanding System Call Handlers 321         Default System Call Handlers 321         Configuring Call Handlers 322         Transfer Rules 325         Greetings 325         Caller Input 328         Post Greeting Recordings 329         Message Settings 330         Call Handler Owners 331         Configuring New Call Handlers 332         Call Handler Templates 333     Understanding Directory Handlers 334     Understanding Interview Handlers 335         Configuring Interview Handlers 337 Building an Audiotext Application 339     Audiotext Application Design 339 Cisco Unity Connection Dial Plan Components 341     Partitions 341     Search Spaces 342     Case Study: Configuring The Dial Plan 344     Configuring Partitions 345     Configuring Search Spaces 346     Assigning Partitions to Search Spaces 346     Applying Partitions and Search Spaces 348     Changing the Default Search Space and Partition 350     Removing Search Spaces and Partitions 350     Case Study: Troubleshooting Dial Plan Issues 354     Case Study: Configuring The Greeting Administrator 356 Summary 358   Chapter 9 Understanding Cisco Unity Connection Networking 359 Simple Mail Transfer Protocol 360 Cisco Unity Connection Networking 361     Locations, Sites, and Intrasite Links 362     Intersite Links and Cisco Voicemail Organization 363     Preparations for Networking Cisco Unity Connection Servers 365         Review the Current Network Design and Software 365         Ensure Connectivity Between Locations 365         Configure Display Names and SMTP Domains 365         Case Study: Configuring Display Names 367         Changing the SMTP Domain 367         Case Study: Configuring SMTP Domains 369     Cluster Management 371     Review the Naming Conventions of System Objects 373         Case Study: Managing Distribution Lists 375     Configuring Intrasite Links 377         Automatic Versus Manual 377         Networking Verification 385         Case Study: Performing Post-Networking Tasks (Dial Plan) 392         Voice Network Map 393 SMTP Smart Host Function and Configuration 397 Configuring Intersite Links 399 Interlocation Options and Features 401     Cross-Server Sign-In 403     Cross-Server Transfer 405     Cross-Server Live Reply 405     Cross-Server Feature Configuration 406     Case Study: Configuring Cross-Server Features 408     Configuring Users for Live Reply 410     Transfer Using Phone System Trunks 411 Other Post-Networking Considerations 414 Summary 415   Chapter 10 Implementing Voice Profile for Internet Mail (VPIM) 417 Voice Profile for Internet Mail 418 Preparing for Configuring VPIM Networking 419     License Considerations 419     Determine the Number Scheme for Dial IDs 419     Determine the Dial Plan 419     VPIM Contact Creation 420     Blind Addressing 420     Distribution List Considerations 420     Domain Name Considerations 421     SMTP Smart Host and DNS Considerations 421     Networking and Connectivity Considerations 421 Configuring VPIM in Cisco Unity Connection 421     Case Study: Controlling Directory Synchronization 422     Configuring the SMTP Domain Name 422 Verify VPIM Licenses 425 Configuring VPIM Locations 425 Creating VPIM Contacts 429     Automatic Directory Updates 431     Automatic Directory Update Options 433     Case Study: Directory Updates and Blind Addressing 433     Blind Addressing Using Cisco Unity Connection Inbox 434     Automatically Create Contacts 435     Automatically Delete Contacts 437 VPIM Features 440     Case Study: VPIM Features 440 Summary 444   Chapter 11 Using Cisco Unity Connection Tools and Reports 445 Cisco Unity Connection Tools 446     Using the Real-Time Monitoring Tool 447         Accessing RTMT 447         System Summary 449         Server-CPU and Memory 451         Server-Process 451         Server-Disk Usage 451         Critical Services 453         Cisco Unified Serviceability 456         Cisco Unity Connection Services—RTMT—Critical Services 457         Cisco Unity Connection Serviceability 459         Case Study 460         Performance 460         Tools 468     Cisco Object Backup and Restore Application Suite (COBRAS) 472     Cisco Unity Connection Migrate Utilities 477     Cisco Unity Connection Task Management Tool 478 Understanding Reports 479 Summary 484   Chapter 12 Maintaining Cisco Unity Connection 487 Disaster Recovery System 488     Certificate Management Overview 489     Performing a Backup 490         Backup Device Configuration 492         Backup Components 494         Case Study: Backing Up Mailbox Stores 496         Manual Backup 497         Backup Scheduler 499     Performing a Restore 501         Using the Restore Wizard 501     Warm Standby Server 503 Cluster Management 506 Overview of Survivable Remote Site Voicemail 508 Cisco Voice Technology Group Subscription Tool 509 Cisco Unity Connection Tools Online 509 Configuring Simple Network Management Protocol 509 Summary 512   Chapter 13 Advanced Features in Cisco Unity Connection 513 Fax Integration 514     Preparation for Fax Integration 515     Faxable Document Types and Fax Reports 515     Configuring Cisco Unity Connection Fax Integration 516     Cisco Unity Connection User Account Fax Configuration 518     Fax Integration Testing and Verification 520     Gateway Configuration for Voice and Fax Integration 520 SpeechView 522     SpeechView Configuration 522     SpeechView Licensing 523     Smart Host Configuration for SpeechView 524         Access List Configuration the Email Server for SpeechView 525         Preparation for SpeechView Configuration 525         SpeechView Configuration in Cisco Unity Connection Administration 525         User Configuration for SpeechView 527     Configuring Notification 529     Configuring SMTP and SMS Notification 529 Summary 533   Chapter 14 Troubleshooting Cisco Unity Connection: Case Studies 535 Basic Troubleshooting Techniques 536     Stay the Course 537     Assess the Situation 537     Develop the Plan and Strategy 538     Use Good Troubleshooting Procedures 538     Provide Reporting, Resolution, Documentation, and Lessons Learned 539 Troubleshooting MWI Issues 539     Scenario 539     Resolution 540 Troubleshooting Call Transfer Rules 542     Scenario 542     Resolution 543 Troubleshooting Partitions and Search Scopes 545     Scenario 545     Resolution 545 Troubleshooting Dial Plan Issues in Digital Networks 547     Scenario 547     Resolution 547 Troubleshooting Access to Features 549     Scenario 549     Resolution 549 Troubleshooting Audiotext Applications 550     Scenario 550     Resolution 550 Troubleshooting Digital Networking Issues 552     Scenario 552     Resolution 552 Troubleshooting VPIM Networking Issues 555     Scenario 555     Resolution 555 Summary 556   Index 557