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Cisco Personal Assistant

Configuring Cisco Personal Assistant and Cisco Unity Integration

Document ID: 18887

Updated: Apr 26, 2006

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Introduction

The Cisco Personal Assistant (PA) voice-recognition feature allows you to use spoken commands over the phone to call other phones and navigate through your Cisco Unity voicemail system as several other features. In addition to spoken commands, PA understands commands that you give through your touch-tone key pad. This document explains the configuration steps required to enable PA integration with Cisco Unity so that you can use PA to send and receive voicemail.

Prerequisites

Requirements

Before you perform this configuration, you should be familiar with Cisco PA and Cisco Unity. You must have already configured the Cisco Unity and Cisco CallManager integration so that users can send and receive voicemails by interacting with Cisco Unity directly. If you have not done this, refer to:

You must have configured the integration of Cisco CallManager and PA so that users can use PA to call other users. If you have not done this, refer to Understanding and Verifying Cisco Personal Assistant and CallManager Integration.

Once you have met these prerequisites, proceed with integrating your Cisco Unity server with PA.

Components Used

The information in this document is based on these software and hardware versions.

  • An operational Cisco CallManager server that runs version 3.2 or 3.3

  • An operational Cisco Unity server that runs version 3.1 or 4.0

  • An operational Cisco IP PA server that runs version 1.3.4 or later

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Network Diagram

This document uses this network diagram.

net-diag.gif

Add the PA Server into the Cisco Unity Domain

The PA server must be a member server in the same domain that you use for your Cisco Unity server. This involves two tasks:

  • Create the domain account for the PA server.

  • Migrate the PA server to the domain.

Complete these steps to add the PA server into the Cisco Unity domain.

  1. Select Programs > Administrative Tools > Active Directory Users and Computers on a server that has access to the Active Directory (AD) Domain.

    Note: If you have already added an account for the PA server in your AD domain, skip this step.

  2. Right-click on Computers, select New Computer and enter the name of the PA server.

    pa-unity-a.gif

  3. Click OK.

  4. Right-click My Computer and select Properties on the PA server.

    pa-unity-b.gif

  5. Click the Network Identification tab and click Properties.

    pa-unity-c.gif

  6. Click the Domain radio button, type in the Unity Domain Information ( for example, cisco.com), and click OK.

    pa-unity-d.gif

  7. When the Domain Username and Password window opens, type Administrator and the Unity Administrator password, and click OK.

    pa-unity-e.gif

  8. Click OK to close the welcome window.

    pa-unity-f.gif

  9. When you are prompted to reboot the server for your changes to take effect, click OK to close the window.

    pa-unity-g.gif

  10. Click OK to close the Network Properties window. A new window opens that prompts you to restart. Click Yes to restart the PA server.

  11. Click Yes to restart the PA server.

    pa-unity-h.gif

Change the Logon Account for the PAServer and PAWebadmin Services

The PAServer and PAWebadmin services on the PA server must log on to an account with domain administrative privileges. In this case the domain Administrator account is used.

Complete these steps to change the logon account for the PAServer and PAWebadmin services.

  1. Select Start > Programs > Administrative Tools > Services on the PA server.

  2. Scroll down to the service listed as PAServer.

    pa-unity-i.gif

  3. Double-click the service to modify its properties, click the Log On tab, and then click on Browse.

    pa-unity-j.gif

  4. Select the AD domain in the Look in window (in this case cisco.com), select the Domain Administrator account, and click OK.

    pa-unity-k.gif

  5. Enter the password for the Domain Administrator account twice and click OK.

    pa-unity-l.gif

  6. Right-click on the PAServer service and select Restart.

    pa-unity-m.gif

  7. Repeat steps 1 through 6 for the PAWebadmin service.

    pa-unity-n.gif

Add the %PAROOT%\bin\outlook to the Windows 2000 Server System PATH Variable

This environment variable is used by the PA Exchange Profile that you configure later in this document. It must be added to the existing PATH variable exactly as shown.

Complete these steps to add the %PAROOT%\bin\outlook to the Windows 2000 server system PATH variable.

  1. Right-click My Computer and select Properties on the PA server.

    pa-unity-b.gif

  2. Click the Advanced tab.

    pa-unity-o.gif

  3. Click Environment Variables.

    pa-unity-p.gif

  4. Scroll to the Path - System Variable.

    pa-unity-q.gif

  5. Click Edit.

  6. At the end of the Variable Value enter (;%PAROOT%\bin\outlook) as shown here.

    pa-unity-r.gif

    caution Caution: Do not insert any spaces in the PATH variable.

  7. Click OK.

  8. Click OK to close the Environment Variable window.

  9. Click OK to close System Properties.

Add a Host Entry for the Cisco Unity Server on the PA Server

The PA server must be able to resolve the DNS name of the Cisco Unity server to an IP address. Complete these steps to add a host entry for the Cisco Unity server in the hosts file of the PA server. The Cisco Unity server must be able resolve the DNS name of the PA server to an IP address.

Note: If you have a DNS server in operation and the PA server is configured to use the DNS server, you can add the Cisco Unity server to the DNS entries of the DNS server. If you do this and the PA server is able to resolve the DNS name of the Cisco Unity server to an IP address, you do not need to create an entry for the Cisco Unity server in the host file on the PA server.

  1. Open a command prompt window on the PA server and enter the command ping server_name where server_name is the DNS name of the Cisco Unity server.

    pa-unity-s.gif

  2. Repeat step 1 on the Cisco Unity server.

    This time, ping the DNS name of the PA server. In this case, it is SPECORE61.

    pa-unity-s-new.gif

    If you can ping the Cisco Unity server using its DNS name from the PA server and you can ping the PA server using its DNS name from the Cisco Unity server, you can skip the remainder of this task. The Cisco Unity server in this case is called SPECORE64.

  3. In order to add the DNS entry on the PA server for the Cisco Unity server, use Notepad to open the C:\winnt\system32\drivers\hosts file and add static entries for the Cisco Unity server. In this case, it is SPECORE64.

    pa-unity-t.gif

  4. Select File > Save.

  5. Select File > Close.

  6. If necessary repeat steps 3 through 5 on the Cisco Unity server.

  7. Verify that you can ping the Cisco Unity server from the PA server.

  8. Verify that you can ping the PA server from the Cisco Unity server.

Configure the Send As and Receive As Permissions on the Exchange Server

In order for PA to operate correctly it must be able to send and receive messages with the Exchange server as a proxy for the users that use PA. For instance, if you have a user name George Jones (gjones) who is configured to use PA, then PA needs to be able to send and receive his messages using his account (gjones@cisco.com) on the Exchange server.

Complete these steps to configure the Send As and Receive As permissions on the Exchange server.

  1. Select Start > Programs > Microsoft Exchange > System Manager from the Cisco Unity server.

    pa-unity-u.gif

  2. Click the + symbol next to Servers.

    The server list expands to show the Cisco Unity server name.

    pa-unity-v.gif

  3. Right-click the Cisco Unity server text and select Properties.

    pa-unity-w.gif

  4. Click the Security tab.

  5. Highlight the Administrator username when the Server Properties window opens.

  6. Uncheck Allow inheritable permissions from parent.

    pa-unity-x.gif

  7. Click Copy when the new window opens.

    pa-unity-y.gif

  8. In the Permissions window scroll down and enable Receive As and Send As and click the Advanced button.

    pa-unity-z.gif

  9. Highlight Deny permissions at the top of the window and click Remove when the Access Control window opens.

    pa-unity-aa.gif

  10. Repeat for all of the remaining deny statements.

  11. Click OK to close Access window.

  12. Click OK to close Cisco Unity Server Properties window.

Configure the Messaging Settings on the PA Server

The Exchange mailbox name of the Cisco Unity server must be entered in the configuration of the PA server so that it can access the mailbox.

There are two sub-tasks required to complete this task.

Identify the Cisco Unity Server Exchange Mailbox Name

Complete these steps to identify the Cisco Unity server Exchange mailbox name.

  1. On the Cisco Unity server, open Exchange Manager and select Start > Programs > Microsoft Exchange > System Manager.

    pa-unity-bb.gif

  2. Click the + symbol next to Servers.

    pa-unity-cc.gif

  3. Click the + symbol beside the Cisco Unity server name to expand.

    pa-unity-dd.gif

  4. Click the + symbol beside the First Storage Group to expand.

    pa-unity-ee.gif

  5. Click the + symbol beside the Mailbox Store to expand.

    pa-unity-ff.gif

  6. Highlight Mailboxes to view the list of mailboxes.

    pa-unity-gg.gif

  7. Identify the Unity Messaging mailbox name (either Unity Messaging or Unity Messaging System <Servername>). In this case, it is Unity Messaging System - SPECORE64. Make a note of this name.

Configure the Mailbox Name of the Cisco Unity Server in the Messaging Settings of the PA Server

Complete these steps to configure the PA messaging settings.

  1. On the PA server navigate to the System > Messaging Configuration page.

  2. Select System > Messaging.

  3. Ensure these Voicemail Server Attributes are correct:

    • Mailbox Name: <Unity Messaging System - SPECORE64>

      Note: This is the name that you found in the Identifying Unity Server Exchange Mailbox Name section of this document.

    • Number of Unity Licenses: <enter the number of licenses that your system is configured for>. In this case 32.

      Note:  If you do not know how many Cisco Unity licenses to configure use the Unity Licensing tool on the Cisco Unity server to query the current license settings.

    • List of Voicemail servers: SPECORE64

      Note: If you have not already added your voicemail server, do it now. Use only the unqualified DNS name. For instance, SPECORE64 and not SPECORE64.CISCO.COM. Do not use the IP address. The DTMF Redirection Sequence has been left at the default in this example.

    • Pilot Number: 5000

    • DTMF Redirection Sequence (External/Internal): #X#2

      This sequence indicates that the external or internal calls can be transferred to voicemail when you press #, the extension (represented by the wildcard X), # again, and then 2. Personal Assistant issues this DTMF sequence when a user call processing rule says to transfer a call directly to voicemail. The first # skips the general greeting and #2 indicates the PA to skip ringing the extension and send call directly to the voicemail greeting of the extension.

    • Email Notification: Email Address of Administrator: <your administrator's email address>

    • Unique attributes to match users in corporate directory and message store: <mail>

      Note:  mail is the default value.

      Note: You can test the attributes when you click on the Test Attributes button and search for the email address of a user on your system. Use only the email account name, not the fully qualified address. For instance, administrator and not administrator@cisco.com

  4. Click Synchronize under Synchronize with Unity Spoken Name to synchronize the spoken names from your Cisco Unity system.

    pa-unity-hh-updated.gif

    pa-unity-hh-new.gif

  5. Click Save.

Verify the PA Exchange Profile

Complete these steps to verify the PA Exchange profile.

  1. On the PA server, select Start > Settings > Control Panel to open Mail Properties.

    pa-unity-ii.gif

  2. Double-click the Mail icon to display the Unity System Profile Properties window.

    Note: If you receive a memory error, the system path environment variable statement is not correct. Refer to the Add the %PAROOT%\bin\outlook to Windows 2000 Server System PATH Variable section of this document.

    pa-unity-kk.gif

  3. If the profile window is blank, PA failed to create the profile and you need to manually create it by following the steps in the Manually Create the PA Exchange Profile section of this document. After you manually create the profile, return to this sub task at this step.

  4. Click Properties to open the Microsoft Exchange Server window.

    pa-unity-ll.gif

  5. Verify that the Cisco Unity server name is listed in the Microsoft Exchange server field. If it is incorrect, enter the correct name. In this case, it is SPESM66.

  6. Verify the mailbox name is correct.

    This should be the Unity System mailbox name. This is the name that you determine in the Identify Unity System Exchange Mailbox Name section. If it is incorrect, enter the correct name. In this case, it is Unity Messaging System - SPECORE64.

    Note: This is the name that you found in the Identify Unity Server Exchange Mailbox Name section.

    If the mailbox name is not underlined, click Check Name to verify the name. After you verify the name, the mailbox name should be underlined and the Check Name button should be grayed out. If this fails you need to verify that you have entered the correct system mailbox name.

  7. Click OK to close the Microsoft Exchange Server window.

  8. Click OK to close the Unity System Profile Properties window.

  9. Proceed to the Test PA Voicemail Access section.

Manually Create the PA Exchange Profile

You only need to perform this task if you were referred to it from the Verify the PA Exchange Profile section. Otherwise, proceed to the Test PA Voicemail Access section.

Complete these steps to manually create the PA Exchange profile.

  1. On the PA Server, open the folder C:\Program Files\Cisco Systems\Personal Assistant\bin.

  2. Right-click the file name and select Open With to modify the paUnity.prf file.

    pa-unity-mm.gif

  3. Select Notepad from the list.

    pa-unity-nn.gif

  4. Under the [Service1] header, modify the Homeserver entry to match the Unity Server name such as: HomeServer=spesm66.

  5. Under the [Service1] header modify the MailboxName entry to match the Unity Server name such as: MailboxName=Unity Messaging System - SPECORE64 .

    Note: This is the name that you found in the Identify Unity Server Exchange Mailbox Name section.

    pa-unity-oo.gif

  6. Select File > Save.

  7. Select File > Close.

  8. Open a command prompt (DOS) window.

  9. Enter cd C:\Program Files\Cisco Systems\Personal Assistant\bin\outlook\.

  10. Run the new profile setup program with newprof.exe -p -s.

    pa-unity-pp.gif

  11. Click Browse when the NewProf window opens.

    pa-unity-qq.gif

  12. Select the paUnity.prf file that you updated in the C:\Program Files\Cisco Systems\Personal Assistant\bin folder.

  13. Click Execute.

    pa-unity-rr.gif

  14. Close the window after the script creates the Unity Exchange profile.

  15. Return to the Verify the PA Exchange Profile section.

Test PA Voicemail Access

Complete these steps to test the PA voicemail access.

  1. Call the PA number from a user's phone.

  2. Say Voicemail.

    Note: The PIN that PA requests is the user's Cisco CallManager PIN; not the Cisco Unity voicemail password.

    If you hear the error message "I am sorry I am not able to access your voicemail box" and you are transferred to the Cisco Unity pilot number, restart the Cisco Unity server and wait for it to come on line and then restart the PA server.

    If you are taken to the voicemail account for the user's phone that you called PA on you have completed the steps required to integrate Cisco Unity with PA and Cisco CallManager.

  3. Return to step 1.

    If you hear the error message "I am sorry I am not able to access your voicemail box" and you are transferred to the Unity pilot number, follow the troubleshooting tips section of this document

Troubleshoot Cisco Personal Assistant and Unity

There are two possible failure scenarios for the PA, Cisco Unity, and Cisco CallManager integration. The first failure scenario is where no users can access voicemail using PA. The second failure scenario is when some users can access voicemail from PA while others cannot.

No Users Able to Access Voicemail Using PA

The most common problem that prevents all of the users from accessing voicemail using PA is that there is a mistake in the configuration of either the PA server, the Cisco Unity server, or both servers. Verify that you have performed all of the steps in this document and that the configuration parameters that you used are correct.

It is also possible that all of your users are configured improperly. You can verify this by proceeding to the next section after you complete these tests.

If you do not find any errors in the server integration configuration or the user configurations, enable logging for PA voicemail access.

Complete these steps to enable PA voicemail logging.

  1. Open the PA System Admin web page.

  2. Enter the Administrator username and password.

  3. Select Servers > Configuration.

  4. Select the PA server.

  5. Under Trace and Debug Package List, check the SS_PA_MAIL option.

    This subsystem interacts with voicemail and paging.

  6. Click Save.

  7. Once the debug package has been checked, a new log file called CiscoAVVIDPAMapi.log in the C:\Program Files\Cisco Systems\Personal Assistant\logs folder is created.

    Try to connect to voicemail from a user's phone and then look in the log file for any possible issues. If you are not able to determine the problem and fix it, save a copy of the log file so that you can make it available when you open a case with Cisco or your Cisco Support partner.

Some Users are Unable to Access Voicemail Using PA

If some of your users are able to access their voicemail accounts from PA and others are not, the problem could be in their user configuration on the Cisco Unity server and/or the Cisco CallManager server.

Test Voicemail Access Directly from the IP Phone

All of these tests must be successful in order for the PA and Cisco Unity integration to work properly. If any of these tests fail, you must fix the problem before you can proceed with testing the PA and Cisco Unity integration.

  1. Verify that the user can dial the Cisco Unity voicemail pilot number from their phone.

  2. Verify that you can leave a message for the user by dialing their phone and waiting for it to roll over to voicemail.

  3. Verify that the MWI lamp lights up on the phone.

  4. Verify that the user can retrieve the message you left in step 3.

    If these steps are successful proceed to the Verify the Cisco CallManager and Unity User Configuration section.

Verify the Cisco CallManager and Unity User Configuration

  • Make sure the user ID (email address) for the user is the same on both the Cisco Unity Exchange server and the Cisco CallManager server.

  • Make sure the user's voicemail box number matches with the user's extension in Cisco CallManager.

If you make any changes, you must refresh the User Information from the DC Directory on the Cisco CallManager server. Use the Refresh Now option on the Speech Services Configuration page of the PA server.

Related Information

Updated: Apr 26, 2006
Document ID: 18887