Networking Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Cross-Server Logon, Transfers, and Live Reply
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Cross-Server Logon, Transfers, and Live Reply

Table Of Contents

Cross-Server Logon, Transfers, and Live Reply

Overview of Cross-Server Logon, Transfer, and Live Reply

Phone System Considerations for Cross-Server Features

Planning for Increased Port Usage

A Brief Look at Cisco Unity Data Architecture

Why Cross-Server Logon Is Needed

Why Cross-Server Transfer Is Needed

Why Cross-Server Live Reply Is Needed

Cross-Server Logon

Prerequisites: Enabling Cross-Server Logon

Task List: Enabling Cross-Server Logon

Procedures: Enabling Cross-Server Logon

Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting

Enabling Cross-Server Logon and Entering the Pilot Numbers of Destination Cisco Unity Servers

Testing Cross-Server Logon

Cross-Server Transfer from the Automated Attendant and Directory Handlers

Prerequisites: Enabling Cross-Server Transfer

Task List: Enabling Cross-Server Transfer

Procedures: Enabling Cross-Server Transfer

Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting

Enabling Cross-Server Transfer and Entering the Pilot Numbers of Destination Cisco Unity Servers

Optional: Enabling Cross-Server Transfer for External Subscribers

Optional: Enabling Transfer Override on Cross-Server Transfer Handoff

Testing Cross-Server Transfer

Cross-Server Live Reply

Prerequisites: Enabling Cross-Server Live Reply

Task List: Enabling Cross-Server Live Reply

Procedures: Enabling Cross-Server Live Reply

Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting

Enabling Cross-Server Live Reply and Entering the Pilot Numbers of Destination Cisco Unity Servers

Testing Cross-Server Live Reply

Troubleshooting

Dialing Domain Options Page Reference


Cross-Server Logon, Transfers, and Live Reply


This chapter describes the cross-server logon, transfer, and live reply features for Cisco Unity servers networked via Digital Networking. Phone system and network considerations for deploying cross-server features are discussed. The underlying architecture for the cross-server features is described, and design and monitoring recommendations are provided. Also included in this chapter are the procedures for activating the cross-server features.

See the following sections:

Overview of Cross-Server Logon, Transfer, and Live Reply

Cross-Server Logon

Cross-Server Transfer from the Automated Attendant and Directory Handlers

Cross-Server Live Reply

Troubleshooting

Dialing Domain Options Page Reference

Overview of Cross-Server Logon, Transfer, and Live Reply

The cross-server features are an extension of the existing Digital Networking feature. Digital Networking provides basic messaging functionality for subscribers who are homed on different Cisco Unity servers that access the same global directory. When the networked Cisco Unity servers are integrated with the same phone system, the servers can be grouped into a dialing domain so that calls can be transferred—via release to switch—from the automated attendant (for example, from the opening greeting) or from a directory handler on one Cisco Unity server to a subscriber on another. Even though Digital Networking and dialing domains provide basic messaging and call transfer functionality for subscribers who are homed on different Cisco Unity servers, each Cisco Unity installation in the network continues to serve only those subscribers whose accounts were created on the server. The purpose of the cross-server features is to make the subscriber experience in a Digitally-Networked environment almost the same as in a single Cisco Unity server environment, as shown in Table 3-1.

Table 3-1 Cross-Server Features 

Feature
Description

Cross-server logon

Cross-server logon allows administrators to provide subscribers who are homed on different Cisco Unity servers in the same dialing domain with one phone number that they can call to log on to Cisco Unity. When calling from outside the organization to log on to Cisco Unity, subscribers—no matter which is their home Cisco Unity server—call the same number and are transferred to the applicable home Cisco Unity server to log on.

Cross-server transfer

Cross-server transfer enables calls from the automated attendant or from a directory handler of one Cisco Unity server to be transferred to a subscriber on another Cisco Unity server in the dialing domain, according to the call transfer and screening settings of the called subscriber.

Cross-server live reply

Cross-server live reply allows subscribers who listen to their messages by phone to reply to a message from a subscriber on another Cisco Unity server in the dialing domain by calling the subscriber (according to the call transfer and screening settings of the called subscriber).


Although the cross-server features are distinct features, they all use the same underlying functionality—an enhanced supervised call transfer:

1. The Cisco Unity server on which a logon, transfer, or live reply originates puts the caller on hold and calls the home Cisco Unity server.

2. When the destination Cisco Unity server answers, the originating Cisco Unity server sends a sequence of DTMF tones that identify the call as a cross-server logon, transfer, or live reply.

3. The destination Cisco Unity server responds with a sequence of DTMF tones, and the originating Cisco Unity server hands off the call to the destination server for processing.

4. At this point the functionality is the same as though the call had originated on the home Cisco Unity server.

In this chapter, an originating Cisco Unity server is defined as a server that calls other Cisco Unity servers. A destination Cisco Unity server is defined as a server that answers a cross-server call.

Phone System Considerations for Cross-Server Features

The cross-server features are supported for integrations with Cisco Unified Communications Manager (CM) (formerly known as Cisco Unified CallManager), integrations with phone systems through PIMG/TIMG units, and/or integrations with Cisco SIP Proxy Server (CSPS). Integrations with phone systems through voice cards are not supported.

The following factors can contribute significantly to delays in cross-server call handoff:

Longer subscriber extensions. A four-digit extension does not take as long for Cisco Unity to dial as a ten-digit extension.

Longer dialing strings to reach the destination Cisco Unity server. A four-digit dialing string does not take as long for Cisco Unity to dial as a ten-digit dialing string.

Multiple elements (such as PIMG/TIMG units, voice gateways, TDM trunks, and PSTN interfaces) in the call path between the originating Cisco Unity server and the destination Cisco Unity server. More elements in the call path require more processing time for handing off cross-server calls.

In your environment, these factors can create delays that may cause the cross-server features to be unusable or unfeasible for callers. You must test your cross-server configuration on a representative call path in your environment to determine whether the delays that callers experience are acceptable.

Planning for Increased Port Usage

The cross-server features require the use of ports on both the originating and destination Cisco Unity servers. Depending on how busy your Cisco Unity servers are, you may need to add more ports or an additional Cisco Unity server before enabling these features. You may also need to adjust how ports are configured. For example, you may need to enable more ports to accept incoming calls.

After enabling the cross-server features, we recommend that you monitor activity on the Cisco Unity servers closely until you are confident that the servers can handle the increased load. You can use the Port Usage Analyzer for this task. The Port Usage Analyzer is available in the Report Tools section of Tools Depot. See Port Usage Analyzer Help for detailed instructions. Be sure to monitor the Windows Event Viewer on both the originating and destination Cisco Unity servers for event log messages related to problems with ports.

A Brief Look at Cisco Unity Data Architecture

To understand why the cross-server features are needed, it is helpful to have a basic understanding of Cisco Unity data architecture. Cisco Unity stores information about subscribers (and other Cisco Unity objects such as call handlers) in a SQL Server database on the Cisco Unity server. A small subset of information about subscribers, distribution lists, and location objects is also stored in the Domino directory. Because all of the Cisco Unity servers access the same global directory, each Cisco Unity server has access to the information stored in the directory by other Cisco Unity servers. When subscriber, distribution list, and location data from other Cisco Unity servers replicates in the directory, each Cisco Unity server detects the data and updates its local SQL Server database.

The data that is stored in the directory is limited to just what is needed to provide basic Digital Networking functionality:

Messaging between subscribers homed on different Cisco Unity servers.

Release to switch call transfers from the automated attendant or directory handler to subscribers on different Cisco Unity servers in the dialing domain.

Why Cross-Server Logon Is Needed

Without cross-server logon, subscribers have to call the specific Cisco Unity server they are homed on to log on to their mailboxes over the phone. There are several reasons for this restriction:

The subscriber conversation requires access to subscriber greetings and subscriber call handler, call transfer, and call screening information. However, subscriber greetings and most of the other subscriber information is stored only on the Cisco Unity server on which the subscriber account was created. This data is not replicated across the directory because of size considerations.

The message store services on each Cisco Unity server log on with a domain account that has the permissions needed to access local subscriber mailboxes. If different domain accounts are assigned to the message store facing services on other Cisco Unity servers, the message store services on one Cisco Unity server may be unable to log on to the mailboxes of subscribers on other Cisco Unity servers.

Why Cross-Server Transfer Is Needed

In installations with multiple Cisco Unity servers networked via Digital Networking, the number that Cisco Unity uses for call transfers to a subscriber is the only number replicated among the Cisco Unity servers; none of the other call transfer and screening settings are replicated. For example, in Figure 3-1, call transfers are set to ring the subscriber at the number 9,5551212. The only call transfer setting that is replicated to other Cisco Unity servers is the call transfer number 9,5551212. If the setting was instead "Yes, Ring Subscriber's Extension," the number 3047 would be replicated.

Figure 3-1 Only the Call Transfer Number Is Replicated

When the call transfer setting is set to "No (Send Directly to Subscriber's Greeting)," the call transfer number is automatically set to the subscriber extension (3047 in the example in Figure 3-1), which is replicated to the other networked Cisco Unity servers.

Without cross-server transfer, call transfers to subscribers whose accounts were created on other Cisco Unity servers are always handled by the phone system (release to switch)—rather than by Cisco Unity (supervised transfer)—even if the subscribers are set up for supervised transfers (as in the example in Figure 3-1). On a release to switch transfer, Cisco Unity dials the call transfer number configured for the subscriber and hangs up, leaving the phone system to handle the call. Note the following limitations with release to switch transfers:

The subscriber call screening, call holding, and announce features are ignored.

The call transfer setting "No (Send Directly to Subscriber's Greeting)" is ignored. Cisco Unity dials the subscriber extension and hangs up. If the subscriber extension is a valid extension on the phone system that Cisco Unity is integrated with, the subscriber phone rings. If the subscriber extension is not a valid phone extension, what happens to the call after that depends on the phone system and how it is configured. If you do not configure the phone system to handle calls to the subscriber extensions, the caller may be disconnected.

Why Cross-Server Live Reply Is Needed

Cross-server live reply is needed for the same reasons detailed in the "Why Cross-Server Transfer Is Needed" section:

Only the subscriber call transfer number is replicated to the networked Cisco Unity servers.

The subscriber call transfer, call screening, call holding, and announce features are ignored.

Cross-Server Logon

Without cross-server logon, subscribers need to call the Cisco Unity server on which their accounts were created to log on and access their messages. This is particularly problematic for sites that move subscribers between different Cisco Unity servers for load balancing, because each time a subscriber account is moved to another Cisco Unity server, the subscriber must be notified to access a different Cisco Unity server when calling in from outside the organization.

Cross-server logon solves the problem when the networked Cisco Unity servers are integrated with the same phone system and grouped in a dialing domain. When enabled, cross-server logon allows you to provide subscribers with one phone number that they can call to log on to Cisco Unity from outside your organization. After cross-server logon is configured, subscribers call the pilot number for one Cisco Unity server and are transferred correctly to their home Cisco Unity server to log on. The call is handled as follows:

1. A subscriber calls the Cisco Unity server configured for cross-server logon and logs on to Cisco Unity.

2. The conversation looks up the caller's ID in the SQL Server database to determine whether the subscriber account is homed on the local Cisco Unity or another Cisco Unity server in the dialing domain.

If the subscriber account is homed on the local server, the logon proceeds as usual.

If the subscriber account is homed on another server, Cisco Unity plays a "Please wait" prompt (if configured to do so), puts the subscriber on hold, and calls the subscriber home Cisco Unity server by using the same port that the subscriber called in on. Note that if the subscriber is calling from a number that matches a primary or alternate extension, the "Please wait" prompt is the first prompt that the subscriber hears.

When the destination Cisco Unity server answers, the originating Cisco Unity server sends a sequence of DTMF tones that identifies the call as a cross-server logon.

3. The destination Cisco Unity server responds with a sequence of DTMF tones.

4. The origination server hands off the call to the destination Cisco Unity server for processing. The conversation on the destination Cisco Unity server prompts for the subscriber password. At this point, the behavior is as though the subscriber had called the destination Cisco Unity server directly.

The intended use of this feature is limited to subscribers calling in from outside your organization. Also note that:

Subscriber phones must still forward calls to the subscriber home Cisco Unity server.

On subscriber phones, the "Messages" or speed-dial button that dials the number to access Cisco Unity must still be configured to call the home Cisco Unity server of the subscriber.

Although cross-server logon will transfer the calls to the home server in the above cases, doing so for a large number of subscribers will increase the load on the Cisco Unity servers. Therefore, when a subscriber account is moved to another Cisco Unity server, the subscriber phone still must be configured to call the home server.

Prerequisites: Enabling Cross-Server Logon

All of the Cisco Unity servers must be configured for Digital Networking as described in the "Setting Up Digital Networking" section on page 2-3.

The cross-server features are supported for integrations with Cisco Unified Communications Manager (CM) (formerly known as Cisco Unified CallManager), integrations with phone systems through PIMG/TIMG units, and/or integrations with Cisco SIP Proxy Server (CSPS). Integrations with phone systems through voice cards are not supported. See the "Phone System Considerations for Cross-Server Features" section for more information.

Task List: Enabling Cross-Server Logon

Use the following task list to enable cross-server logon. The cross references take you to detailed procedures.

1. Verify that all of the networked Cisco Unity servers are configured to be in the same dialing domain, as described in the "Customizing the Primary Location" section on page 2-7.

2. On the destination Cisco Unity servers, verify that the Cisco Unity call routing rules are set to route calls to the Opening Greeting call handler. (This is the default when Cisco Unity is initially installed.) See the "Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting" section.

3. On the Cisco Unity server that you have designated to handle cross-server logons (the server that subscribers will be calling), enable cross-server logon and enter the pilot numbers of the destination Cisco Unity servers. See the "Enabling Cross-Server Logon and Entering the Pilot Numbers of Destination Cisco Unity Servers" section.

4. Test the cross-server logon functionality. See the "Testing Cross-Server Logon" section.


Note Subsequently, if a new Cisco Unity server is added to the dialing domain, you will have to add the pilot number of the new server to the Network > Dialing Domain Options page.


Procedures: Enabling Cross-Server Logon

Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting

Do the following procedure on each of the destination servers. For failover systems, do the procedure on both the primary and secondary servers.

To Verify That Call Routing Rules Are Set to Route Calls to the Opening Greeting


Step 1 In the Cisco Unity Administrator, go to the Call Routing > Direct Calls page.

Step 2 Verify that calls to the pilot number for the server are routed to the Opening Greeting.

The Default Call Handler routing rule (which cannot be deleted or modified) sends calls to the Opening Greeting. Therefore, if you have not added any routing rules, the server is already set to correctly process cross-server calls.


Enabling Cross-Server Logon and Entering the Pilot Numbers of Destination Cisco Unity Servers

If the system is using failover, do the following procedure on both the primary and secondary server, because most of the settings on the Network > Dialing Domain Options page are stored in the registry. (Registry settings are not replicated to the secondary server.)

To Enable Cross-Server Logon and to Enter the Pilot Numbers of Destination Cisco Unity Servers


Step 1 In the Cisco Unity Administrator, go to the Network > Dialing Domain Options page.

Step 2 In the Cross Server Logon section, check the Subscribers Dial the Same Number to Log On to Cisco Unity check box.

Step 3 In the Pilot Numbers for Cross-Server Logon, Transfer, and Live Reply section, enter the pilot number in the Dial String field for each Cisco Unity server displayed in the table. (Note that the pilot numbers that you enter are stored in the SQL Server database UnityDb on the Cisco Unity server. Therefore, if the system is using failover, the pilot numbers will be replicated to the secondary server.)

Step 4 Check the Play Prompt During Cross-Server Logon, Transfer, and Live Reply so That Callers Know Something Is Happening check box. Although playing the "Please wait" prompt is optional, we recommend that you check the check box because the cross-server process can take several seconds before the destination Cisco Unity prompts subscribers to enter their passwords.


Note It is particularly important for the "Please wait" prompt to be played when a subscriber calls from a phone number configured as a primary or alternate extension, because the originating Cisco Unity server will not prompt for the subscriber ID. If the "Please wait" prompt is not played, the first prompt that the subscriber hears will be when the destination server prompts for a password, which could take several seconds.


Step 5 Click the Save icon.


Testing Cross-Server Logon

We recommend that you test cross-server logon before allowing subscribers to use the feature.

For failover systems, first test that the primary destination servers answer cross-server calls. Then manually fail over the destination servers to verify that the secondary server answers cross-server calls. If the destination servers are properly configured for failover, the secondary server should answer cross-server calls when the primary server is unavailable.

To Test Cross-Server Logon


Step 1 For each number listed in the Pilot Numbers section on the Network > Dialing Domain Options page, use a phone to call the number and verify that the call is routed to the Opening Greeting of the destination Cisco Unity server.

Step 2 Create a new subscriber account (or use an existing account) on each of the destination servers for testing purposes. Be sure to verify that the subscriber account information has replicated to all of the Cisco Unity servers that you will be testing. The time that it takes for the subscriber data to replicate depends on your network configuration and replication schedule.

Step 3 For each subscriber account, call the pilot number for the server configured for cross-server logon, and attempt to logon. Verify that:

The "Please wait" prompt is played (if configured to do so).

You successfully log on.


Cross-Server Transfer from the Automated Attendant and Directory Handlers

A cross-server transfer is a special kind of supervised transfer that passes control of a call from the automated attendant or a directory handler to the home Cisco Unity server of the called subscriber.

1. A caller calls a Cisco Unity server on which an audio text application has been configured.

2. The caller does one of the following:

In a call handler (such as the opening greeting), enters the extension of a subscriber on another Cisco Unity server in the dialing domain, or

In a directory handler, spells the name of a subscriber on another Cisco Unity server in the dialing domain.

3. The Cisco Unity server that is handling the call puts the caller on hold, and calls the subscriber home Cisco Unity server.

4. When the destination Cisco Unity server answers, the originating Cisco Unity server sends a sequence of DTMF tones that identify the call as a cross-server transfer.

5. The destination server responds with a sequence of DTMF tones.

6. The originating server hands off the call to the destination Cisco Unity server for processing. At this point, the behavior is as though the caller had directly called the automated attendant or directory handler on the destination Cisco Unity server.

When cross-server transfers have been configured, subscriber call transfer, call screening, call holding, and announce features are available.

Prerequisites: Enabling Cross-Server Transfer

All of the Cisco Unity servers must be configured for Digital Networking as described in the "Setting Up Digital Networking" section on page 2-3.

The cross-server features are supported for integrations with Cisco Unified Communications Manager (CM) (formerly known as Cisco Unified CallManager), integrations with phone systems through PIMG/TIMG units, and/or integrations with Cisco SIP Proxy Server (CSPS). Integrations with phone systems through voice cards are not supported. See the "Phone System Considerations for Cross-Server Features" section for more information.

Task List: Enabling Cross-Server Transfer

Use the following task list to enable cross-server transfer. The cross references take you to detailed procedures.

1. Verify that all of the networked Cisco Unity servers are configured to be in the same dialing domain, as described in the "Customizing the Primary Location" section on page 2-7.

2. Verify that the directory handler and automated attendant search scopes have been set to the dialing domain, as described in the "Setting the Addressing, Directory Handler, and Automated Attendant Search Scopes" section on page 2-8.

3. On the destination Cisco Unity servers, verify that the Cisco Unity call routing rules are set to route calls to the Opening Greeting call handler. (This is the default setting when Cisco Unity is initially installed.) See the "Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting" section.

4. On the Cisco Unity server that has the audio-text application that handles calls from outside callers, enable cross-server transfer and enter the pilot numbers of the destination Cisco Unity servers. See the "Enabling Cross-Server Transfer and Entering the Pilot Numbers of Destination Cisco Unity Servers" section.

5. Optionally, if you want to enable cross-server transfers to external subscribers, change the "Networking—Cross-Server Transfer Behavior for External Subscribers" setting in the Advanced Settings Tool. Both the originating and destination Cisco Unity servers must be at version 5.0(1) or later to enable this feature. See the "Optional: Enabling Cross-Server Transfer for External Subscribers" section.

6. Optionally, if you want to enable the transfer override digit sequence for subscribers that are homed on other Cisco Unity servers, change the "Networking—Allow Transfer Override on Cross-Server Transfer Handoff" setting in the Advanced Settings Tool. Both the originating and destination Cisco Unity servers must be at version 5.0(1) or later to enable this feature. See the "Optional: Enabling Transfer Override on Cross-Server Transfer Handoff" section.

7. Test the cross-server logon functionality. See the "Testing Cross-Server Transfer" section.


Note Subsequently, if a new Cisco Unity server is added to the dialing domain, you will need to add the pilot number of the new server to the Network > Dialing Domain Options page.


Procedures: Enabling Cross-Server Transfer

Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting

Do the following procedure on each of the destination servers. For failover systems, do the procedure on both the primary and secondary servers.

To Verify That Call Routing Rules Are Set to Route Calls to the Opening Greeting


Step 1 In the Cisco Unity Administrator, go to the Call Routing > Direct Calls page.

Step 2 Verify that calls to the pilot number for the server are routed to the Opening Greeting.

The Default Call Handler routing rule (which cannot be deleted or modified) sends calls to the Opening Greeting. Therefore, if you have not added any routing rules, the server is already set to correctly process cross-server calls.


Enabling Cross-Server Transfer and Entering the Pilot Numbers of Destination Cisco Unity Servers

If the system is using failover, do the following procedure on both the primary and secondary server, because most of the settings on the Network > Dialing Domain Options page are stored in the registry. (Registry settings are not replicated to the secondary server.)

To Enable Cross-Server Transfer and to Enter the Pilot Numbers of Destination Cisco Unity Servers


Step 1 In the Cisco Unity Administrator, go to the Network > Dialing Domain Options page.

Step 2 Click Pass Control to the Called Subscriber's Cisco Unity Server.

Step 3 In the Pilot Numbers for Cross-Server Logon, Transfer, and Live Reply section, enter the pilot number in the Dial String field for each Cisco Unity server displayed in the table. (Note that the pilot numbers that you enter are stored in the SQL Server database UnityDb on the Cisco Unity server. Therefore, if the system is using failover, the pilot numbers will be replicated to the secondary server.)

Step 4 Check the Play Prompt During Cross-Server Logon, Transfer, and Live Reply so That Callers Know Something Is Happening check box. Although playing the "Please wait" prompt is optional, we recommend that you check the box because the cross-server process can take several seconds before the caller is transferred.

Click the Save icon.


Optional: Enabling Cross-Server Transfer for External Subscribers

By default, transfers to external subscribers (AMIS, Bridge, VPIM, Internet, and Trusted Internet subscribers) who are homed on a server in the dialing domain other than the server from which the transfer is initiated will be conducted as release to switch transfers. Do the following procedure if you want transfers to external subscribers who are homed on another Cisco Unity server to be done via cross-server transfer. Note that both the originating and destination Cisco Unity servers must be at Cisco Unity version 5.0(1) or later to enable this feature.

To Enable Cross-Server Transfer for External Subscribers


Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Networking—Cross-Server Transfer Behavior for External Subscribers.

Step 4 In the New Value list, click 0, and then click Set.

Step 5 When prompted, click OK.

You do not need to restart the Cisco Unity software or server when you make a change.


Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.



Optional: Enabling Transfer Override on Cross-Server Transfer Handoff

When a caller enters an extension in the automated attendant followed by the digits "#2," the caller will be routed directly to the greeting for the extension entered without a transfer being attempted. This is known as the transfer override digit sequence. By default, the transfer override digit sequence is ignored when the subscriber who is associated with the extension preceding the "#2" is homed on another Cisco Unity server in the dialing domain. If you want to enable the transfer override digit sequence for subscribers who are homed on other Cisco Unity servers, do the following procedure. Both the originating and destination Cisco Unity servers must be at version 5.0(1) or later to enable this feature.

To Enable Transfer Override on Cross-Server Transfers


Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Networking—Allow Transfer Override on Cross-Server Transfer Handoff.

Step 4 In the New Value list, click 1, and then click Set.

Step 5 When prompted, click OK.

You do not need to restart the Cisco Unity software or server when you make a change.


Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.



Testing Cross-Server Transfer

We recommend that you test cross-server transfer before allowing subscribers to use the feature.

For failover systems, first test that the primary destination servers answer cross-server calls. Then manually fail over the destination servers to verify that the secondary server answers cross-server calls. If the destination servers are properly configured for failover, the secondary server should answer cross-server calls when the primary server is unavailable.

To Test Cross-Server Transfer


Step 1 For each number listed in the Pilot Numbers section on the Network > Dialing Domain Options page, use a phone to call the number and verify that the call is routed to the Opening Greeting of the destination Cisco Unity server.

Step 2 Create a new subscriber account (or use an existing account) on each of the destination servers for testing purposes.

Step 3 For each subscriber account, call the pilot number for the server configured for cross-server transfer, and enter the subscriber extension at the opening greeting. Verify that:

The "Please wait" prompt is played.

The call is transferred to the subscriber phone or the greeting, according to the call transfer settings of the called subscriber.


Cross-Server Live Reply

Live reply, when enabled, allows a subscriber who is listening to messages by phone to reply to another subscriber message by calling the subscriber directly. Note that whether subscribers have access to the live reply feature is controlled by the class of service.

In order for the live reply option to be offered when a subscriber listens to a message that was left by a subscriber on another Cisco Unity server in the dialing domain, cross-server live reply must be enabled and the Cisco Unity server on which the message was recorded must have identified the sender of the message as a subscriber. By default, live reply between subscribers who are homed on different Cisco Unity servers is not enabled.

When live reply and cross-server live reply are enabled:

1. After listening to a message from a subscriber on another Cisco Unity server in the dialing domain, a subscriber chooses to call the subscriber who left the message.

Note that if identified subscriber messaging (ISM) between networked servers has not been set up, or if ISM is disabled on the Cisco Unity server that recorded the message, the live reply option will only be available for messages that are sent by subscribers who log on to Cisco Unity and address and send the message from their mailboxes.

2. Cisco Unity puts the subscriber on hold and looks up the extension in the SQL Server database to determine whether the subscriber who is being replied to is on the same server or is on another Cisco Unity server in the dialing domain. If the subscriber is on the same server, processing proceeds as usual.

However, if the subscriber who is being replied to is on another Cisco Unity server, the local Cisco Unity server calls the applicable home Cisco Unity server.

3. When the destination Cisco Unity server answers, the originating Cisco Unity server sends a sequence of DTMF tones that identify the call as a cross-server live reply.

4. The destination server responds with a sequence of DTMF tones.

5. The originating server hands off the call to the destination Cisco Unity server for processing. Note, however, that if the subscriber account on the destination server is set to disable call transfers (that is, the call transfer option is set to send calls to the subscriber greeting), the live reply call fails. In this case, the subscriber conversation on the originating Cisco Unity plays a prompt to the caller saying that live reply is unavailable and suggesting that the caller reply to the message instead of calling the subscriber directly.

Prerequisites: Enabling Cross-Server Live Reply

All of the Cisco Unity servers must be configured for Digital Networking as described in the "Setting Up Digital Networking" section on page 2-3.

The cross-server features are supported for integrations with Cisco Unified Communications Manager (CM) (formerly known as Cisco Unified CallManager), integrations with phone systems through PIMG/TIMG units, and/or integrations with Cisco SIP Proxy Server (CSPS). Integrations with phone systems through voice cards are not supported. See the "Phone System Considerations for Cross-Server Features" section for more information.

Subscribers must belong to a class of service for which live reply is enabled. Live reply is enabled on the Subscribers > Class of Service > Messages page in the Cisco Unity Administrator, by checking the Subscribers Can Reply to Messages from Subscribers by Calling Them check box.

Transfer numbers must be configured for each Cisco Unity subscriber.

For live reply to be available to messages that were sent when the sender called the recipient from a recognized phone number and was forwarded to Cisco Unity, identified subscriber messaging must be set up between networked Cisco Unity servers. See the "Setting Up Identified Subscriber Messaging Between Networked Cisco Unity Subscribers (Optional)" section on page 2-10.

Task List: Enabling Cross-Server Live Reply

Use the following task list to enable cross-server live reply. The cross references take you to detailed procedures.

1. Verify that all of the networked Cisco Unity servers are configured to be in the same dialing domain, as described in the "Customizing the Primary Location" section on page 2-7.

2. Verify that the directory handler and automated attendant search scopes have been set to the dialing domain, as described in the "Setting the Addressing, Directory Handler, and Automated Attendant Search Scopes" section on page 2-8.

3. On the destination Cisco Unity servers, verify that the Cisco Unity call routing rules are set to route calls to the Opening Greeting call handler. (This is the default when Cisco Unity is initially installed.) See the "Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting" section.

4. On each Cisco Unity server in the dialing domain, enable cross-server live reply and enter the pilot numbers of the destination Cisco Unity servers. See the "Enabling Cross-Server Live Reply and Entering the Pilot Numbers of Destination Cisco Unity Servers" section.

5. Test the cross-server live reply functionality. See the "Testing Cross-Server Live Reply" section.


Note Subsequently, if a new Cisco Unity server is added to the dialing domain, you will need to add the pilot number of the new server to the Network > Dialing Domain Options page of each Cisco Unity server in the dialing domain.


Procedures: Enabling Cross-Server Live Reply

Verifying That Call Routing Rules Are Set to Route Calls to the Opening Greeting

Do the following procedure on each Cisco Unity server in the dialing domain. For failover systems, do the procedure on both the primary and secondary servers.

To Verify That Call Routing Rules Are Set to Route Calls to the Opening Greeting


Step 1 In the Cisco Unity Administrator, go to the Call Routing > Direct Calls page.

Step 2 Verify that calls to the pilot number for the server are routed to the Opening Greeting.

The Default Call Handler routing rule (which cannot be deleted or modified) sends calls to the Opening Greeting. Therefore, if you have not added any routing rules, the server is already set to correctly process cross-server calls.


Enabling Cross-Server Live Reply and Entering the Pilot Numbers of Destination Cisco Unity Servers

Do the following procedure on each Cisco Unity server in the dialing domain. If the system is using failover, do the following procedure on both the primary and secondary server, because most of the settings on the Network > Dialing Domain Options page are stored in the registry. (Registry settings are not replicated to the secondary server.)

To Enable Cross-Server Live Reply and to Enter the Pilot Numbers of Destination Cisco Unity Servers


Step 1 In the Cisco Unity Administrator, go to the Network > Dialing Domain Options page.

Step 2 In the Cross-Server Live Reply section, check the Subscribers Can Call Back a Cisco Unity Subscriber on a Different Cisco Unity Server check box.

Step 3 In the Pilot Numbers for Cross-Server Logon, Transfer, and Live Reply section, enter the pilot number in the Dial String field for each Cisco Unity server displayed in the table. (Note that the pilot numbers that you enter are stored in the SQL Server database UnityDb on the Cisco Unity server. Therefore, if the system is using failover, the pilot numbers will be replicated to the secondary server.)

Step 4 Check the Play Prompt During Cross-Server Logon, Transfer, and Live Reply so That Callers Know Something Is Happening check box. Although playing the "Please wait" prompt is optional, we recommend that you check the box because the cross-server process can take several seconds before the caller is transferred.

Step 5 Click the Save icon.


Testing Cross-Server Live Reply

We recommend that you test cross-server transfer before allowing subscribers to use the feature.

For failover systems, first test that the primary destination servers answer cross-server calls. Then manually fail over the destination servers to verify that the secondary server answers cross-server calls. If the destination servers are properly configured for failover, the secondary server should answer cross-server calls when the primary server is unavailable.

To Test Cross-Server Live Reply


Step 1 For each number listed in the Pilot Numbers section on the Network > Dialing Domain Options page, use a phone to call the number and verify that the call is routed to the Opening Greeting of the destination Cisco Unity server.

Step 2 Create a new subscriber account (or use an existing account) on each Cisco Unity server in the dialing domain for testing purposes. Make sure that the test subscribers belong to a class of service in which live reply is enabled, and that call transfers are enabled in the subscriber accounts.

Step 3 Log on as a subscriber on one Cisco Unity server and send a message to the test subscribers on the other Cisco Unity servers.

Step 4 For each subscriber that receives the test message, log on, listen to the message, and choose to call the subscriber. Verify that:

The "Please wait" prompt is played (if configured to do so).

The call is transferred to the subscriber phone of the subscriber who left the message.


Troubleshooting

You can use the following tools to troubleshoot problems with cross-server logon, transfer, and live reply, on both the originating and destination Cisco Unity servers:

The Windows application event logs

The Port Status Monitor, available in Tools Depot

The Unity Diagnostic tool, available in Tools Depot. In the Unity Diagnostic tool, enable the following micro traces:

CDE: 10 State Machine Trace

Conversation: 10 Call Progress

MiuCall: All traces

MiuGeneral: 12, 13, 14, 16
(12 Tapi Events, 13 Tone Generation/Detection, 14 Digit Generation/Detection, 16 Event Wait Result)
For SIP or PIMG integrations, also enable: 20, 21, 22
(20 Sip Media, 21 Sip Call Control State Machine, and 22 Sip Media State Machine)

MiuMethods: All traces

For SCCP (skinny) integrations: All Skinny TSP traces.

When gathering log files in the Unity Diagnostic tool, select the applicable AvCsMgr log file. For SCCP (skinny) integrations, gather the applicable svchost log file.

Dialing Domain Options Page Reference

For information about dialing domain options settings, see the "Dialing Domain Options Page" section in the "Network Settings" chapter of the Interface Reference Guide for the Cisco Unity Administrator, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.