In addition to the Remote Access procedures listed in the
Unity Maintenance Guide, this document lists the methods used by Cisco
Technical Support to access systems remotely. This greatly enhances the
engineer's ability to diagnose and resolve system issues. Though not required,
customers are highly encouraged to supply some kind of access for
It is the customer's responsibility to supply any required software.
There are no specific requirements for this document.
The information in this document is based on these software and
Cisco Unity 3.x(x) and later
Virtual Network Computing
Windows Terminal Service (WTS) (also called Remote
PcAnywhere, Citrix, VNC,
and WTS are not supplied by Cisco. Previous versions of Cisco Unity included
the PcAnywhere application, but this is no longer supplied by Cisco.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to the
Technical Tips Conventions.
For additional information on Cisco Unity remote access, refer to the
Access chapter of the Cisco Unity Maintenance
For installation procedures, refer to
For supported versions of Symantec PcAnywhere, refer to
Unity 4.0 System Requirements, and Supported Hardware and Software.
For more information on PcAnywhere, refer to
Officially, Citrix is not supported for use with Cisco Unity. Refer to
Unity with Citrix Server Products FAQ for additional information.
VNC is not fully tested for compatibility. However, numerous sites have
used VNC with no adverse effects. If Cisco Technical Support determines that
this product causes issues, the customer may be asked to remove it. For more
information, refer to
Network Computing Version 3.3.7.
For more information on VNC, refer to the
Caution: If you have installed VNC but do not plan to use it to perform the
upgrade, disable it to prevent remote access to the server. If you do not
disable VNC and a user/administrator accesses the server during the upgrade,
the upgrade fails.
WTS was not an officially supported remote access solution for Cisco
Unity until release 3.1(4). For this reason, it is still required that Symantec
PcAnywhere or another solution is installed on the Cisco Unity server for all
versions earlier than 3.1(4). For more information, refer to
for Accessing Cisco Unity Remotely Using WTS.
WTS is supported for use on the Cisco Unity server, with the
limitations shown in this table.
Cisco Unity 4.0(1) and Later
Install or upgrade Cisco Unity.
Use the Set Volume utility to set the dB level of recorded
names and greetings.
Use the Set Wav Format utility to convert recorded names and
greetings to a different codec.
For more information on WTS, refer to
Microsoft's WTS site
MeetingPlace is a unique tool used by Technical Support for web
conferencing. It allows access to systems via HTTP. As long as there is
Internet access from the Cisco Unity server, this is the preferred method.
Note: By default, Internet Explorer opens new links in the existing
windows. Therefore, you can easily lose your web conference when you click on a
link. To prevent this Internet Explorer behavior, select on Tools >
Internet Options > Advanced and uncheck Reuse windows for
Open TCP port 1627 in order to share the desktop. If TCP port 1627 is
blocked by the firewall, messages are tunneled through TCP port 80.
MeetingPlace also supports tunneling using HTTPS (SSL). SSL requires SSL
Certificate. To enable support for SSL, port 443 must be open on the network.
For information on the Web conferencing application, refer to
MeetingPlace Web Conferencing.
Note: When you initiate a Terminal Service session to the Cisco CallManager
server, launch a browser from there to Cisco MeetingPlace, share the desktop,
and then minimize this Terminal Service session, the web conference with
Technical Support freezes. Cisco recommends that you either share the desktop
from your local PC, logon to Cisco MeetingPlace from the server console
directly, or do not minimize your Terminal Service session to Cisco
For additional product information, refer to
If you need to set up a session with a Technical Support engineer, go
to the TAC MeetingPlace
From this page, enter the unique meeting ID number that the Technical
Support engineer assigned for this meeting. If you are a first time user,
select the Test Browser link to ensure compatibility. If you do not already
have them, the Test Browser page prompts you to install some Java components.
This is a one time process and is not required the next time you connect to
Once you sign in as a guest, you can share any application with the
Technical Support engineer and allow the engineer control.
Note: When you use Cisco MeetingPlace for Web conferencing, the Internet
browser process uses a portion of CPU resources. This is expected behavior.
Customers are responsible for secure network connectivity for access.
Cisco Virtual Private Network (VPN) connections are the preferred method.
A VPN is a private network that uses public phone lines (or in some
cases a cable modem). Privacy is maintained through encryption and the use of
secure protocols. When you use a VPN to access Cisco Unity through a firewall,
you can use Cisco Unity as if you were inside the network.
VPN is required in these circumstances:
When you need access to the Cisco Unity Administrator website
(http://<Cisco Unity server name>/web/sa) from a remote computer outside
your network firewall.
When you need to use the Media Master control bar to record voice
names and greetings by using Distributed Component Object Model (DCOM) to
connect your remote computer to the Cisco Unity server through a firewall.
Note: If you do not use VPN for remote access, refer to the
website for information on configuring DCOM through
Discuss the set up of a VPN with your LAN administrator.
For information on supported software, refer to
Unity 4.0 System Requirements, and Supported Hardware and