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 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.  

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