Cisco Unity Connection Training

Rathish Kunath

Technical Specialist

Cisco Unity Connection

Telephony (Cisco Unified CM,

SIP, PIMG)

MAPI

Exchange

Server

Cisco Unified CM

AXL/SOAP Importing Users

Set Forwarding Attributes

User GUI

User TUI or VUI

Personal Routing

AXL/SOAP

What Is Cisco Unity Connection?


Appliance Platform

Cisco Unity Connection: Messaging Solution

Easy-to-use voice mail, plus:

– Speech-activated dialing for corporate and personal contacts

– Speech-enabled voice-mail browsing

– Call transfer rules—by caller, time of day, calendar

– Integrated messaging for PC access

Simple setup:

– Complete install in less than an 2 hours, mostly unattended

– Preinstalled on network appliance

Standalone solution:

– No reliance on Microsoft Exchange or Active Directory

– No Microsoft Exchange experience required for voice-mail administration and maintenance

Cisco Messaging Portfolio

7500

Users

250

Users

Cisco Unity v7.x

3000

Users

Cisco Unity Connection 2.0 per server

10,000

Users

Cisco Unity Express

Cisco Unity 7.x per server

Cisco Unity Connection 7.x per server

Cisco Unity: Unified messaging and intelligent voice mail for enterprise and midmarket customers with Exchange and Lotus Domino environments

•Cisco Unity Connection: Integrated messaging, speech recognition, and call routing rules in an easy-to-manage system for midmarket customers

•Cisco Unity Express: Cost-effective, integrated voice messaging and auto-attendant for small and medium branch office environments

Product Users Messaging Type Platform Networking Redundancy

Cisco Unity Express Up to 250 Voice Mail Router Based Yes No


Up to 10,000 Voice Mail

Integrated Messaging

Server Based Yes Yes

Cisco Unity 7500 per server Voice Mail

Integrated Messaging

Unified Messaging

Server Based Yes Yes

Comparing Cisco Messaging Products

Cisco Unity Connection is installed on the 7800 MCS server platforms

Minimum hardware requirements for Cisco Unity Connection 7.x: - 2-GHz Processor - 2 GB RAM - 72-GB Hard Disk (depending on clustering/features)

For detailed model information check, Cisco.com

Cisco 7800 Series MCS

Note: Tower no longer shipped.

7800 MCS server platforms (available from Cisco / HP=H / IBM=I):

– 7815(EOS)/7816 Series – single processor/single power supply

* Platform Overlay 1 (previously shipped but supported)

– 7825-H4/I4 Series – single processor/multiple power supplies

* Platform Overlay 1

– 7835-H2/I2 Series – multiple processor/multiple power supplies


– 7845-H2/I2 Series – multiple processor/multiple power supplies


– 7828-H3/I4 Series – Co-resident – Business Edition Pre-installed

Cisco 7800 Series MCS

Note: Tower no longer shipped.

Description Platform Overlay

Number 1

Platform Overlay

Number 2

Platform Overlay

Number 3

Co-resident Configuration

Platform Models 7825 7835 7845 7828

Voice Mail Only

Total Ports (Voice + TTS + ASR) 48 96 144 16

Total number of ports (Active/Active node) 96 192 288 -

Total Users with Mailbox 2000 4000 10,000 500

Voice-Mail Users 1000 4000 10,000 500

Cisco PCA Users 2000 4000 10,000 500

Integrated Messaging (IMAP)

Total Ports (Voice + TTS + ASR) 24 48 72 16

Total number of ports (Active/Active node) 48 96 144 -

Total Users with Mailbox 1000 3000 7,500 500

Voice-Mail Users 1000 3000 7,500 500

Cisco PCA Users 1000 3000 7,500 500

Total Corporate Directory Users 10,000 10,000 10,000 1,000

Platform Overlays for Linux

Cisco Unity Connection Telephony Integration


Telephone System (Cisco Unified CM, SIP, PIMG, TIMG)

Cisco Unity

Directory Message

Store

Cisco Unity

Connection


Attributes of an Integration – Call forwarding to personal greeting

– Easy message access

– Message waiting indication

Easy message access

Call forward to personal greeting

Message waiting indication Cisco Unity

Connection

PBX or Cisco

Unified

Communications

Manager

Cisco PIMG or TIMG Branch Office Support

Cisco PIMG

Cisco PIMG

Unlimited PBX locations

Mixed PBX vendors

Multiple integration support:

– SCCP, SIP, TDM

Cisco PIMG

Data Network

Cisco Unity Connection PIMG or TIMG Branch Consolidation

Supported Telephone Systems

• Cisco CallManager 3.3(x) SCCP

• Cisco Unified Communications Manager SCCP 4.13, 5.x, 6.x, and 7.x

• Cisco CallManager Express 3.x SCCP

• Cisco CallManager Express 3.4 SCCP

• Cisco Unified Communications Manager SCCP Express 7.x

• Cisco SIP Proxy Server SIP

• Avaya Definity G3 PIMG

• Avaya Definity ProLogix PIMG

• Avaya S8300/S8500/S8700 PIMG

• Nortel Meridian 1 PIMG

• QSIG phone system IP using Cisco Unified CM

• Siemens Hicom 300 Series E PIMG

• NEC NEAX 2400 PIMG

• ROLM 9751 PIMG

• More added regularly


Cisco Unity Connection Integration with Exchange


Cisco Unity Connection supports Integrated Messaging:

Internet Message Access Protocol

Access to Voice Mails via an IMAP client

- Unity Inbox

- ViewMail for Outlook

- Text to Speech (TTS)

Unity Connection

Cisco Unity supports Unified Messaging:

Voice Mails delivered to the users Inbox on Exchange/Domino

Access to Voice Mails via user’s Inbox

Unity Exchange / Domino

Exchange / Domino

Integration vs. Unified Messaging

MA

PI

Cisco Unity Connection uses:

IMAP to access your e-mails and read them over the phone via TTS

WebDAV to access your calendar for free or busy status and your personal contacts for name dialing

Client machine uses:

MAPI to get emails

IMAP to listen to voice mails

E-mail

Appointment Information

My Personal Contacts

Cisco Unity Connection Integration with Exchange

Voice Mail access via phone (TUI) or voice (VUI)

IMAP Client Access

Cisco Unity Connection runs an IMAP service.

Users configure IMAP access within their e-mail clients – example: ViewMail for Outlook

Unity Inbox

Access through Personal Communication Assistant

Licensed feature

Access to Voice Mail

Standalone Deployment Model

Applications

IP WAN Data Only

PSTN

Unity Connection

New deployment variation for the single site deployment model: Cisco Unified Communications Manager Business Edition

Cisco Unified Communications Manager and Cisco Unity Connection co-resident on a single server

Single node appliance only – no cluster

Up to 500 mailboxes/575 IP phones

Use SRST for backup

Deploys as single site model

Standalone Deployment Model

Active/Active High Availability Deployment • New deployment model to support high availability and redundancy

• Maximum of two servers supported in a cluster pair

• One server is designated as a publisher

• The second server is designated as a subscriber or secondary server

Cisco Unity

Connection

Servers

Msgs DIR Msgs DIR

Two Unity Connection servers configured as a Cluster pair

Full Replication

Digital Networking Deployment Model • Up to 5 Unity Connection servers and/or Cluster pairs can be

networked together

• Supported over multiple geographic locations

Active/Active Pair Active/Active Pair

Standalone UC

Standalone UC Standalone UC

Headquarters

• Digital Networking allows networking of

up to five Unity Connection servers

• Digital Networking is NEW in Unity

Connection 7.0

• Uses SMTP for replication of messages

between servers

Regional Office

WAN

Cisco Unity

Connection

Si Si

Cisco Unity

Connection

Digital Networking not supported with

CUCM Business Edition

Digital Networking Deployment Model

Voice Profile for Internet Mail (VPIM) • VPIM is an industry standard that allows different voice messaging

systems to exchange voice and text messages over the Internet or

any TCP/IP network

• Interoperability between disparate systems

• Support networking between different global directories – supported

in CUCM Business Edition

• VPIM is based on the SMTP and MIME protocols

• Support for up to 10 locations or systems Active/Active

Pair

Standalone UC

Running VPIM

Standalone UC

Or

Cisco Unity

Express

Standalone Unity

Server

VPIM

VPIM

Navigating Unity Connection Integration


Logging into Cisco Unity Connection

Access to Cisco Unity Connection Administration by https://node-IP/cuadmin

Access to Cisco Unity Connection Serviceability by https://node-IP/cuservice

The Username is defined during installation Can define additional usernames

The Password is defined during installation


Access to Cisco Unified Serviceability https://node-IP/ccmservice

Access to Disaster Recovery System https://node-IP/drf

The Username is defined during installation

The Password is defined during installation


https://node-IP/cmplatform

Unity Connection uses Linux as the operating system – no root access

Use the OS Administration and CLI to access server configuration features

To access the command line interface use the Administrator username and password configured during installation

Access to the CLI is through SSH only

Use the Administrator username and password (defined at the time of installation)

Cisco Unity Connection Administration


Cisco Unity Connection provides the administrator with the necessary tools to configure:

– Users

– Class of Service

– Templates

– Contacts

– Distribution Lists

– Call Handlers

– Telephony Integrations

– Audiotext Applications

– Features

Once logged in, use the Navigation menu to move to: Cisco Unity Connection Administration Cisco Unified Serviceability Cisco Unified OS Administration Cisco Unity Connection Serviceability Disaster Recovery System Then click Go


Select the option from the left navigation pane to display the applicable configuration options in the page body

Review port configuration for the current integration: • Select Telephony Integration > Port


Port Configuration for Telephony Integration


Cisco Unity

Connection 7.0

Cisco Unified

Communication

Manager 7.0

CUCMx Port Group: CUCMx-1

Port 2: CUCMx-1-002

Port 1: CUCMx-1-001


Cisco Unified Communications Manager integration consists of a defined port group that includes one of more ports

Configure two separate port

groups for each server when

using Active/Active cluster pairs

Ports are configured as members of a port group for a single integration

Ports are licensed features in Unity Connection

Select the Display Name to change/view the various port configuration options


General Configuration


Configure System Defaults that will be applied to server and templates

Click Save to save settings. Exiting the screen without saving changes discards all setting changes.

General Configuration In Cisco Unity Connection Administration, select

System Settings > General Configuration

How the System Handles Calls


1 User calls into the system through the gateway at 2 2 Gateway forwards the call to the CallManager at 3 3 CallManager locates the endpoint and extends the call to 4 4 Call is not answered and is returned to CallManager 5 CallManager looks at where to forward calls and sends it to Unity 6 Unity takes the message from the outside caller 7 Message is stored in subscriber message store 8 Unity sends the code to turn on the MWI light on the phone 9 CallManager sends the codes to turn on the MWI light at 10 10 MWI light comes on on the phone

1

2

3

4

5

6


Telephone System

7

9

8

1. User calls in to the system via the gateway at 2.

2. Gateway forwards the call to the Cisco Unified Communications Manager (telephone system) at 3.

3. Cisco Unified CM locates the endpoint and extends the call to 4.

4. Call is not answered and is returned to Cisco Unified Communication Manager.

5. Cisco Unified Communications Manager looks at where to forward the call and sends it to Cisco Unity Connection.

6. Cisco Unity Connection takes the message from the outside caller and stores it on its server.

7. Cisco Unity Connection sends the code to turn on the MWI light on the phone.

8. Cisco Unified CM sends the codes to turn on the MWI light at 9.

9. On the phone, the MWI light comes on.

IMAP or Cisco PCA

PSTN

Cisco Unity Connection Incoming Call Flow

•Outside (undefined) Callers:

•With the auto-attendant feature, callers can: – Directly enter a user’s extension

– Press 0 to connect to an operator

– Use a directory handler to find a user’s extension

– Use one-key dialing options, if implemented on the system

– Star (*) key goes to Sign In Conversation Users: With identified user (recognized by defined DN):

Begin user conversation (sign-on)

Send user to Self-Enrollment conversation (first time users)

Star (*) key goes to the Opening Greeting


System behavior is dependent on who is calling:

Outside caller (or undefined phone): uses standard opening greeting

Users: begins user conversation

Unity Connection uses Call Handlers to determine the call flow and the users experience

A call handler is a discrete set of call-processing instructions

All underlying objects are call handlers


Routing Rules determine the callers experience and call direction

System Call Handlers

– Opening Greeting

– Goodbye

– Operator

Directory Handlers

– System Directory Handler (All Users)

Interview Handlers

– No Interview Handlers created by default

Default Call Handlers

Call handlers perform the following tasks: – Answer calls – Take messages – Provide menus of key press options – Route calls to users – Route calls to other call handlers – Play audiotext (prerecorded information) Directory Handlers – Prompt caller to enter name by keypad or voice – Match input to a selection and direct caller Interview Handlers – Ask pre-recorded questions – Forward responses to one or more users

Describing Call Handlers

Opening Greeting

Undefined / External Caller

Directory

Leave Message

Operator

Select “4” Select “0”

Default Call Handler Flow

Goodbye

Understanding Users


Understanding Users

Types of Users:

– Users With Voice Mailboxes

Able to Send and Receive voice messages

Ability to use features (Call Transfer Rules, Unity Inbox or Administration, etc)

Configured with phone extension

Counted as voice mail license user

– Users Without Voice Mailboxes

No ability to Send and Receive voice messages

Ability to use Administration

Not Configured with phone extension

Not Counted as voice mail license

Preparing to Configure Users


Preparing to Configure Users Steps to Configuring Users in Cisco Unity Connection:

1. Configure Authentication Rules

Determines number of failed logon attempts before an account is locked

Determines lockout policy – lockout duration or manually unlocked

The minimum length allowed for passwords, expiration and trivial passwords

Two Authentication Rules are defined by default (voice and web)

2. Define Class of Service

Controls access to features, such as Text to Speech email or live reply

Controls how users interact with Connection (maximum length of messages and greetings, whether users can choose to be listed in directory assistance, and whether users can send messages to a system distribution list).

Specifies the restriction table used to control the phone numbers that users can use for message notification, call transfer, and other tasks

Two Class of Services are defined by default (voice and system)

Preparing to Configuring Users Steps to Configuring Users in Cisco Unity Connection (cont’d):

3. Configure Holidays and Schedules

Determines which transfer rule and greeting is played

Holiday Schedules are included in the Schedule configuration.

When a Holiday setting is in effect, Holiday greeting is played (if enabled) and closed hours transfer rules are observed

4. Configure Templates

Each user and admin account created is based on a template

Used to apply specific configuration setting to account at creation

Includes the Class of Service and the Authentication Rules

Changes to templates do not affect existing user accounts

5. Other Settings

Partitions and Search Spaces

Roles

Mailbox Stores (when using multiple mailbox stores)

– Unity Messaging Database -1 = UnityMbxDb1 (default)

Configuring Users


Configuring Users – Configuring Authentication Rules

Select the Voice Mail Authentication Rule to edit configuration (next slide)

Select System Settings > Authentication Rules

Configuring Users – Configuring Authentication Rules

Select Authentication Rules: • Failed Logon Attempts • Lockout Duration • Credential Length • Trivial Passwords

Authentication Rules apply to user account

• Password settings of the template/user account

Click Save

Configuring Users – Class of Service

Select the Voice Mail Authentication Rule to edit configuration (next slide)

Authentication Rules apply to all members

Configuring Users – Class of Service

Class of Service allows access to: • Directory Listing • Licensed Features • Alternate Extensions • Message Options • Private Lists • Call Transfer

Class of Service controls which features and options are available to the user

Configuring Users – Schedule and Holidays

Create a new Holiday Schedule by selecting Add New

Holiday Schedules are applied to Schedules:

• Play holiday greeting (if enabled)

• Observes closed transfer rules

• A Schedule includes one of more holidays

Select the Schedule to edit the configuration (next slide)



Configuring Users – Configuring User Templates

User Templates apply: • Authentication Rules • Class of Service • Schedule / Time Zone • Configuration settings

Note: Changing a User Template does not affect existing user accounts

Configuring Users

After creation, all options that apply to a user can be changed through the User Basics and Edit dropdown

Understanding Contacts


Understanding Contacts

Contacts:

– Users without Voice Mailboxes or mailbox located on another system

No access to features and voice messaging

Contact Capabilities

– VPIM Messaging – Mailbox exist on another system

– Directory Access – Allows contacts to be access by the directory

– Name Dialing Access – users can place phone calls to contacts using speech recognition

– Personal Call Transfer Rules – contacts available to personal call transfer rules

– How System Contacts Are Used:

Internal user that has a voicemail account on another system

Staff, vendors or partners that need to communicate with users but do not need a voice mailbox

Rathish Kunath

[email protected]

Technical Specialist

Documents

Cisco Unity Connection Training