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Cisco Unified CallManager 4.0 Integration Guide for Cisco Unity Connection 1.1

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Table Of Contents

Cisco CallManager 4.0 Integration Guide for Cisco Unity Connection 1.1

Integration Tasks

Task List to Create the Integration

Task List to Make Changes to an Integration

Task List to Change the Number of Voice Messaging Ports

Task List to Delete an Existing Integration

Task List to Add a Cisco CallManager Express Server to a Cisco CallManager Cluster

Requirements

Integration Description

Call Information

Integration Features

Integrations with Multiple Phone Systems

Planning How the Voice Messaging Ports Will Be Used by Cisco Unity Connection

Preparing for Programming the Phone System

Programming the Cisco CallManager Phone System

Setting Up the Gateways That Service Cisco Unity Connection

Creating a New Integration with the Cisco CallManager Phone System

(Multiple Integrations Only) Adding New User Templates

Testing the Integration

Changing the Settings for an Existing Integration

Changing the Number of Voice Messaging Ports

Deleting an Existing Phone System Integration

Adding a Cisco CallManager Express Server to a Cisco CallManager Phone System Integration


Appendix: Using Alternate Extensions and MWIs

Alternate Extensions

Setting Up Alternate Extensions

Alternate MWIs

Setting Up Alternate MWIs


Appendix: Documentation and Technical Assistance

Conventions

Obtaining Documentation

Cisco.com

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Cisco CallManager 4.0 Integration Guide for Cisco Unity Connection 1.1


Published November 22, 2005

This document provides instructions for integrating the Cisco CallManager phone system with Cisco Unity Connection.


Note If you are configuring MWI relay across trunks in a distributed phone system, you must refer to the Cisco CallManager documentation for requirements and instructions. Configuring MWI relay across trunks does not involve Cisco Unity Connection settings.


Integration Tasks

Before doing the following tasks to integrate Cisco Unity Connection with the Cisco CallManager phone system, confirm that the Cisco Unity Connection server is ready for the integration by completing the applicable tasks in the Cisco Unity Connection Installation Guide.

The following task lists describe the process for creating, changing, and deleting integrations.

Task List to Create the Integration

Use the following task list to set up a new integration with the Cisco CallManager phone system. If you are installing a new Cisco Unity Connection server by using the Cisco Unity Connection Installation Guide, you may have already completed some of the following tasks.

1. Review the system and equipment requirements to confirm that all phone system and Cisco Unity Connection server requirements have been met. See the "Requirements" section.

2. Plan how the voice messaging ports will be used by Cisco Unity Connection. See the "Planning How the Voice Messaging Ports Will Be Used by Cisco Unity Connection" section.

3. Program Cisco CallManager. See the "Programming the Cisco CallManager Phone System" section.

4. Set up the gateways that service Cisco Unity Connection. See the "Setting Up the Gateways That Service Cisco Unity Connection" section.

5. Create the integration. See the "Creating a New Integration with the Cisco CallManager Phone System" section.


Note An additional Cisco CallManager cluster can be added by creating a new phone system integration through the Phone System Integration Wizard. Each Cisco CallManager cluster is a separate phone system integration.


6. Test the integration. See the "Testing the Integration" section.

7. If this integration is a second or subsequent integration, add the applicable new user templates for the new phone system. See the (Multiple Integrations Only) Adding New User Templates.

Task List to Make Changes to an Integration

Use the following task list to make changes to an integration after it has been created.

1. Start Cisco Unity Connection Administration.

2. Make the changes you want to the existing integration. See the "Changing the Settings for an Existing Integration" section.

Task List to Change the Number of Voice Messaging Ports

Use the following task list to change the number of voice messaging ports for an integration after it has been created.

1. Change the number of voice messaging ports in Cisco CallManager Administration and in Cisco Unity Connection Administration. See the "Changing the Number of Voice Messaging Ports" section.

Task List to Delete an Existing Integration

Use the following task list to remove an existing integration.

1. Start Cisco Unity Connection Administration.

2. Delete the existing integration. See the "Deleting an Existing Phone System Integration" section.

Task List to Add a Cisco CallManager Express Server to a Cisco CallManager Cluster

Use the following task list to add a Cisco CallManager Express server to a Cisco CallManager cluster.

1. Confirm that the Cisco CallManager Express server meets the requirements for integrating with Cisco Unity Connection. Refer to the Cisco CallManager Express 3.x Integration Guide for Cisco Unity Connection 1.1 at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

2. Add the Cisco CallManager Express server to the port group for the Cisco CallManager phone system integration. See "Adding a Cisco CallManager Express Server to a Cisco CallManager Phone System Integration" section.

3. If needed, add voice messaging ports. See the "Changing the Number of Voice Messaging Ports" section.

Requirements

The Cisco CallManager integration supports configurations of the following components:

Phone System

A Cisco IP telephony applications server consisting of Cisco CallManager 4.0(x), running on a Cisco Media Convergence Server (MCS) or customer-provided server meeting approved Cisco configuration standards.

IP phones for the Cisco CallManager extensions.

A LAN connection in each location where you will plug an IP phone into the network.

For multiple Cisco CallManager clusters, the capability for users to dial an extension on another Cisco CallManager cluster without having to dial a trunk access code or prefix.

Cisco Unity Connection Server

Cisco Unity Connection installed and ready for the integration, as described in the Cisco Unity Connection Installation Guide at http://www.cisco.com/en/US/products/ps6509/prod_installation_guides_list.html.

The applicable Cisco Unity-CM TSP, installed. For details on compatible versions of the TSP, refer to the Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, Cisco Unified CM, and Cisco Unified CM Express at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/compatibility/matrix/cutspmtx.html.

A license that enables the appropriate number of voice messaging ports.

Integration Description

The Cisco CallManager integration uses the LAN to connect Cisco Unity Connection and the phone system. The gateway provides connections to the PSTN. Figure 1 shows the connections.

Figure 1 Connections Between the Phone System and Cisco Unity Connection

Call Information

The phone system sends the following information with forwarded calls:

The extension of the called party

The extension of the calling party (for internal calls) or the phone number of the calling party (if it is an external call and the system uses caller ID)

The reason for the forward (the extension is busy, does not answer, or is set to forward all calls)

Cisco Unity Connection uses this information to answer the call appropriately. For example, a call forwarded to Cisco Unity Connection is answered with the personal greeting of the user. If the phone system routes the call to Cisco Unity Connection without this information, Cisco Unity Connection answers with the opening greeting.

Integration Features

The Cisco CallManager integration with Cisco Unity Connection provides the following features.

Call forward to personal greeting

When an incoming call is routed to an unanswered extension, the call is forwarded to the voice mail of the user. The caller then hears the personal greeting of the user and can leave a message.

Call forward to busy greeting

When an incoming call is routed to a busy extension, the call is forwarded to the voice mail of the user. The caller then hears the busy greeting (if the user enabled it) and can leave a message.

Caller ID

Cisco Unity Connection receives caller ID information from the phone system (if available). This information appears in the subject line of the message in the desktop messaging application.

Easy message access

A user can retrieve messages without entering an ID. Cisco Unity Connection identifies a user based on the extension from which the call originated. A password may be required.

Identified user messaging

Cisco Unity Connection automatically identifies a user who leaves a message during a forwarded internal call, based on the extension from which the call originated.

Message waiting indication

When a message is waiting for a user, Cisco Unity Connection notifies Cisco CallManager to activate the message waiting indicator (MWI) on the user extension.


When a Cisco Survivable Remote Site Telephony (SRST) router is part of the network and the Cisco SRST router takes over call processing functions from Cisco CallManager (for example, because the WAN link is down), phones at a branch office can continue to function. In this situation, however, the integration features have the following limitations:

Call forward to busy greeting—When the Cisco SRST router uses FXO/FXS connections to the PSTN and a call is forwarded from a branch office to Cisco Unity Connection, the busy greeting cannot play.

Call forward to internal greeting—When the Cisco SRST router uses FXO/FXS connections to the PSTN and a call is forwarded from a branch office to Cisco Unity Connection, the internal greeting cannot play. Because the PSTN provides the calling number of the FXO line, the caller is not identified as a user.

Call transfers—Because an access code is needed to reach the PSTN, call transfers from Cisco Unity Connection to a branch office will fail.

Identified user messaging—When the Cisco SRST router uses FXO/FXS connections to the PSTN and a user at a branch office leaves a message or forwards a call, the user is not identified. The caller appears as an unidentified caller.

Message waiting indication—MWIs are not updated on branch office phones. So MWIs will not correctly reflect when new messages arrive or when all messages have been listened to. We recommend resynchronizing MWIs after the WAN link is reestablished.

Message notification—Because an access code is needed to reach the PSTN, message notifications from Cisco Unity Connection to a branch office will fail.

Routing rules—When the Cisco SRST router uses FXO/FXS connections to the PSTN and a call arrives from a branch office to Cisco Unity Connection (either a direct or forwarded call), routing rules will fail.

When the Cisco SRST router uses PRI/BRI connections, the caller ID for calls from a branch office to Cisco Unity Connection may be the full number (exchange plus extension) provided by the PSTN and therefore may not match the extension of the Cisco Unity Connection user. If this is the case, you can let Cisco Unity Connection recognize the caller ID by using alternate extensions (for instructions, see the "Appendix: Using Alternate Extensions and MWIs" section).

Redirected Dialed Number Information Service (RDNIS) needs to be supported when using SRST.

For information on setting up Cisco SRST routers, refer to the "Integrating Voice Mail with Cisco SRST" section of the "Cisco SRST System Administrator Guide," available at http://www.cisco.com/univercd/cc/td/doc/product/software/ios122/122newft/122limit/122z/122zj15/index.htm.

Impact of Non-Delivery of RDNIS on Voice Mail Calls Routed via AAR

RDNIS needs to be supported when using Automated Alternate Routing (AAR).

AAR can route calls over the PSTN when the WAN is oversubscribed. However, when calls are rerouted over the PSTN, RDNIS can be affected. Incorrect RDNIS information can impact voice mail calls that are rerouted over the PSTN by AAR when Cisco Unity Connection is remote from its messaging clients. If the RDNIS information is not correct, the call will not reach the voice mail box of the dialed user but will instead receive the auto-attendant prompt, and the caller might be asked to reenter the extension number of the party they wish to reach. This behavior is primarily an issue when the telephone carrier is unable to ensure RDNIS across the network. There are numerous reasons why the carrier might not be able to ensure that RDNIS is properly sent. Check with your carrier to determine whether it provides guaranteed RDNIS delivery end-to-end for your circuits. The alternative to using AAR for oversubscribed WANs is simply to let callers hear reorder tone in an oversubscribed condition.

Integrations with Multiple Phone Systems

Cisco Unity Connection can be integrated with multiple phone systems at one time. For the most recent information on and instructions for integrating Cisco Unity Connection with multiple phone systems, refer to the Multiple Phone System Integration Guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

Planning How the Voice Messaging Ports Will Be Used by Cisco Unity Connection

Before programming the phone system, you need to plan how the voice messaging ports will be used by Cisco Unity Connection. The following considerations will affect the programming for the phone system (for example, setting up the hunt group or call forwarding for the voice messaging ports):

The number of voice messaging ports installed.

The number of voice messaging ports that will answer calls.

The number of voice messaging ports that will only dial out, for example, to send message notification, to set message waiting indicators (MWIs), and to make telephone record and playback (TRAP) connections.

Table 1 describes the voice messaging port settings in Cisco Unity Connection that can be set on Telephony Integrations > Port of Cisco Unity Connection Administration.

Table 1 Settings for the Voice Messaging Ports 

Field
Considerations

Enabled

Check this check box to enable the port. The port is enabled during normal operation.

Uncheck this check box to disable the port. When the port is disabled, calls to the port get a ringing tone but are not answered. Typically, the port is disabled only by the installer during testing.

Extension

Enter the extension for the port as assigned on the phone system.

Answer Calls

Check this check box to designate the port for answering calls. These calls can be incoming calls from unidentified callers or from users.

Perform Message Notification

Check this check box to designate the port for notifying users of messages. Assign Perform Message Notification to the least busy ports.

Send MWI Requests

Check this check box to designate the port for turning MWIs on and off. Assign Send MWI Requests to the least busy ports.

Allow TRAP Connections

Check this check box so that users can use the phone as a recording and playback device in Cisco Unity Connection web applications and e-mail clients. Assign Allow TRAP Connections to the least busy ports.

Outgoing Hunt Order

Enter the priority order in which Cisco Unity Connection will use the ports when dialing out (for example, if the Perform Message Notification, Send MWI Requests, or Allow TRAP Connections check box is checked). The highest numbers are used first. However, when multiple ports have the same Outgoing Hunt Order number, Cisco Unity Connection will use the port that has been idle the longest.


The Number of Voice Messaging Ports to Install

The number of voice messaging ports to install depends on numerous factors, including:

The number of calls Cisco Unity Connection will answer when call traffic is at its peak.

The expected length of each message that callers will record and that users will listen to.

The number of users.

The number of ports that will be set to dial out only.

The number of calls made for message notification.

The number of MWIs that will be activated when call traffic is at its peak.

The number of TRAP connections needed when call traffic is at its peak. (TRAP connections are used by Cisco Unity Connection web applications and e-mail clients to play back and record over the phone.)

The number of calls that will use the automated attendant and call handlers when call traffic is at its peak.

It is best to install only the number of voice messaging ports that are needed so that system resources are not allocated to unused ports.

The Number of Voice Messaging Ports That Will Answer Calls

The calls that the voice messaging ports answer can be incoming calls from unidentified callers or from users. Typically, the voice messaging ports that answer calls are the busiest.

You can set voice messaging ports to both answer calls and to dial out (for example, to send message notifications). However, when the voice messaging ports perform more than one function and are very active (for example, answering many calls), the other functions may be delayed until the voice messaging port is free (for example, message notifications cannot be sent until there are fewer calls to answer). For best performance, dedicate certain voice messaging ports for only answering incoming calls, and dedicate other ports for only dialing out. Separating these port functions eliminates the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity Connection takes the port off-hook to dial out.

The Number of Voice Messaging Ports That Will Only Dial Out, and Not Answer Calls

Ports that will only dial out and will not answer calls can do one or more of the following:

Notify users by phone, pager, or e-mail of messages that have arrived.

Turn MWIs on and off for user extensions.

Make a TRAP connection so that users can use the phone as a recording and playback device in Cisco Unity Connection web applications and e-mail clients.

Typically, these voice messaging ports are the least busy ports. They also have the highest port numbers for the phone system.


Caution In programming the phone system, do not send calls to voice messaging ports in Cisco Unity Connection that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Send MWI Requests, do not send calls to it.

Preparing for Programming the Phone System

Record your decisions about the voice messaging ports to guide you in programming the phone system.

Programming the Cisco CallManager Phone System

After Cisco CallManager software is installed, do the following procedures in the order given.

To Add Partitions and a Calling Search Space to Contain the Voice Mail Ports


Step 1 In the Cisco CallManager Administration, click Route Plan > Partition.

Step 2 On the Find and List Partitions page, click Add a New Partition.

Step 3 On the Partition Configuration page, enter the name and description you want for the partition that will contain all voice mail port directory numbers. For example, enter "VMRestrictedPT, Partition for voice mail port directory numbers."

Step 4 Click Insert.

Step 5 Click Add a New Partition.

Step 6 Enter the name and description you want for the partition that will contain the route pattern/hunt pilot, which will be the voice mail pilot number. For example, enter "VMPilotNumberPT, Partition for the voice mail pilot number."

Step 7 Click Insert.

Step 8 Click Route Plan > Calling Search Space.

Step 9 On the Find and List Calling Search Spaces page, click Add a New Calling Search Space.

Step 10 On the Calling Search Space Configuration page, in the Calling Search Space Name field, enter a name for the calling search space that will include the partition created in Step 2 through Step 4. For example, enter "VMRestrictedCSS."

Step 11 Optionally, in the Description field, enter a description of the calling search space. For example, enter "Voice mail port directory numbers."

Step 12 In the Available Partitions field, double-click the name of the partition created in Step 2 through Step 4. For example, double-click "VMRestrictedPT."

The name of the partition appears in the Selected Partitions field.

Step 13 Click Insert.

Step 14 Click Back to Find/List Calling Search Spaces.

Step 15 On the Find and List Calling Search Spaces page, click Find.

Step 16 Click the name of the calling search space that is used by user phones.

Step 17 On the Calling Search Space Configuration page, in the Available Partitions field, double-click the name of the partition created in Step 5 through Step 7. For example, double-click "VMPilotNumberPT."


Caution If the partition that contains the route pattern/hunt pilot (which will be the voice mail pilot number) is not in the calling search space that is used by user phones, the phones will not be able to dial the Cisco Unity Connection server.

Step 18 Click Update.

Step 19 Repeat Step 16 through Step 18 for each remaining calling search space that needs to access Cisco Unity Connection.


To Add a Device Pool for the Voice Mail Ports


Step 1 In the Cisco CallManager Administration, click System > Device Pool.

Step 2 On the Find and List Device Pools page, click Add a New Device Pool.

Step 3 On the Device Pool Configuration page, enter the following device pool settings.

Table 2 Settings for the Device Pool Configuration Page 

Field
Setting

Device Pool Name

Enter Cisco Unity Connection Voice Mail Ports or other description for this device pool.

Cisco CallManager Group

Click the Cisco CallManager group to assign to the voice mail ports in this device pool.

Date/Time Group

Click the date/time group to assign to the voice mail ports in this device pool.

Region

Click the Cisco CallManager region to assign to the voice mail ports in this device pool.

Softkey Template

Click the softkey template to assign to the voice mail ports in this device pool.

SRST Reference

If applicable, click the survivable remote site telephony (SRST) reference to assign to the voice mail ports in this device pool.

Network Hold MOH Source

Click None.

User Hold MOH Audio Source

Click None.


Step 4 Click Insert.


In the following procedure, add a voice mail port to Cisco CallManager for each voice mail port that you will connect to Cisco Unity Connection.

To Add Voice Mail Ports to Cisco CallManager


Step 1 In the Cisco CallManager Administration, click Feature > Voice Mail > Cisco Voice Mail Port Wizard.

Step 2 On the What Would You Like to Do page, click Create a New Cisco Voice Mail Server and Add Ports to It, and click Next.

Step 3 On the Cisco Voice Mail Server page, the name of the voice mail server appears. We recommend that you accept the default name for the voice mail server. If you must use a different name, however, the name must have no more than nine characters.

The voice mail server name must match the Device Name Prefix field in Cisco Unity Connection on the Port Group Basics page for the voice messaging ports.

Step 4 Click Next.

Step 5 On the Cisco Voice Mail Ports page, click the number of voice mail ports that you want to add (which must not be more voice mail ports than the Cisco Unity Connection license enables), then click Next.

If you will integrate Cisco Unity Connection with multiple clusters of Cisco CallManager, the number you enter here cannot bring the total number of ports on all clusters integrated with Cisco Unity Connection to more than the number of ports enabled by the Cisco Unity Connection license.

Step 6 On the Cisco Voice Mail Device Information page, enter the following voice mail device settings.

Table 3 Settings for the Voice Mail Device Information Page 

Field
Setting

Description

Enter Cisco Voice Mail Port or another description for the voice mail device.

Device Pool

Click the name of the device pool you created for the voice mail ports. For example, click Cisco Unity Connection Voice Mail Ports.

Calling Search Space

Click the name of a calling search space that allows calls to the user phones and any required network devices.

This calling search space must include partitions that contain all devices Cisco Unity Connection needs to access (for example, during call transfers, message notifications, and MWI activations).

Location

Accept the default of None.


Step 7 Click Next.

Step 8 On the Cisco Voice Mail Directory Numbers page, enter the following voice mail directory number settings.

Table 4 Settings for the Voice Mail Directory Numbers Page 

Field
Setting

Beginning Directory Number

Enter the extension number of the first voice mail port.

Partition

Click the name of the partition that you set up for all voice mail port directory numbers. For example, click "VMRestrictedPT."

Calling Search Space

Click the name of a calling search space that you set up to contain the partition with all voice mail port directory numbers, as set in Step 9 of the "To Add Partitions and a Calling Search Space to Contain the Voice Mail Ports" procedure. For example, click "VMRestrictedCSS."

Because this calling search space is not used by user phones, users are not able to dial the voice mail ports. However, users can dial the voice mail pilot number.

Display

Accept the default of Voicemail.

This text appears on the phone when the pilot number is dialed.

AAR Group

Click the automated alternate routing (AAR) group for the voice mail ports. The AAR group provides the prefix digits that are used to route calls that are otherwise blocked due to insufficient bandwidth. If you click None, no rerouting of blocked calls will be attempted.

External Number Mask

Leave this field blank, or specify the mask used to format caller ID information for external (outbound) calls. The mask can contain up to 50 characters. Enter the literal digits that you want to appear in the caller ID information, and enter X for each digit in the directory number of the device.


Step 9 Click Next.

Step 10 On the Do You Want to Add These Directory Numbers to a Line Group page, click No, I Will Add Them Later, and click Next.

Step 11 On the Ready to Add Cisco Voice Mail Ports page, confirm that the settings for the voice mail ports are correct, and click Finish.

If the settings are not correct, click Back and enter the correct settings.


To Add Voice Mail Ports to Line Groups


Step 1 On the Cisco Voice Mail Port Wizard Results page, click Line Group.

You can also reach the line group pages by clicking Route Plan > Route/Hunt > Line Group in the Cisco CallManager Administration.

Step 2 On the Find and List Line Groups page, click Add a New Line Group.

This line group will contain directory numbers for voice mail ports that will answer calls. Directory numbers for voice mail ports that will only dial out (for example, to set MWIs) must not be included in this line group.

Step 3 On the Line Group Configuration page, enter the following settings.

Table 5 Settings for the Line Group Configuration Page for Answering Ports 

Field
Setting

Line Group Name

Enter Cisco Unity Connection Answering Ports or another unique name for line groups.

RNA Reversion Timeout

Accept the default of 10.

Distribution Algorithm

Accept the default of Top Down.

No Answer

Accept the default of Try Next Member; Then, Try Next Group in Hunt List.

Busy

Accept the default of Try Next Member; Then, Try Next Group in Hunt List.

Not Available

Accept the default of Try Next Member; Then, Try Next Group in Hunt List.


Step 4 In the Route Partition list, click the name of the partition that you set up for all voice mail port directory numbers. For example, click "VMRestrictedPT."

Step 5 Click Find.

Step 6 In the Available DN/Route Partition list, click the first directory number of a voice mail port that will answer calls, and click Add to Line Group.


Caution The directory numbers in the Selected DN/Route Partition list must appear in numerical sequence with the lowest number on top.

Step 7 Repeat Step 6 for all remaining directory numbers of voice mail ports that will answer calls.


Caution Do not include directory numbers of voice mail ports that will only dial out (for example, to set MWIs).

Step 8 Click Insert.

Step 9 If you will have voice mail ports that will only dial out (will not answer calls), do Step 10 through Step 16.

Otherwise, skip the remaining steps in this procedure and continue on to the "To Add the Line Group to a Hunt List" procedure.

Step 10 Click Add New Line Group.

This line group will contain directory numbers for voice mail ports that will only dial out. Directory numbers for voice mail ports that answer calls must not be included in this line group.

Step 11 On the Line Group Configuration page, enter the following settings.

Table 6 Settings for the Line Group Configuration Page for Dial-Out Ports 

Field
Setting

Line Group Name

Enter Cisco Unity Connection Dial-Out Ports or another unique name.

RNA Reversion Timeout

Accept the default of 10.

Distribution Algorithm

Accept the default of Top Down.

No Answer

Click Stop Hunting.

Busy

Click Stop Hunting.

Not Available

Click Stop Hunting.


Step 12 In the Route Partition list, click the name of the partition that you set up for all voice mail port directory numbers. For example, click "VMRestrictedPT."

Step 13 Click Find.

Step 14 In the Available DN/Route Partition list, click the first directory number of a voice mail port that will only dial out, and click Add to Line Group.


Caution The directory numbers in the Selected DN/Route Partition list must appear in numerical sequence with the lowest number on top.

Step 15 Repeat Step 14 for all remaining voice mail ports that will only dial out.


Caution Do not include directory numbers of voice mail ports that will answer calls.

Step 16 Click Insert.


To Add the Line Group to a Hunt List


Step 1 In the Cisco CallManager Administration, click Route Plan > Route/Hunt > Route/Hunt List.

Step 2 On the Find and List Route/Hunt Lists page, click Add a New Route/Hunt List.

Step 3 On the Route/Hunt List Configuration page, enter the following settings for the route/hunt list.

Table 7 Settings for the Route/Hunt List Configuration Page for Answering Ports 

Field
Setting

Route/Hunt List Name

Enter Cisco Unity Connection Answering Ports or another unique name for the route/hunt list.

Description

Enter Cisco Unity Connection ports that answer calls or another description.

Cisco CallManager Group

Click Default or the name of the Cisco CallManager group you are using.


Step 4 Click Insert.

Step 5 When alerted to add a line group to the route/hunt list, click OK.

Step 6 Under Route/Hunt List Member Information, click Add Line Group.

Step 7 On the Route/Hunt List Detail Configuration page, in the Line Group list, click the line group you created for the directory numbers of voice mail ports that will answer calls, then click Insert.

Step 8 When alerted that the line group has been inserted, click OK.

Step 9 On the Route/Hunt List Configuration page, click Reset.

Step 10 When asked to confirm resetting the route/hunt list, click OK.

Step 11 When alerted that the route/hunt list has been reset, click OK.


To Add the Route/Hunt List to a Hunt Pilot Number


Step 1 In the Cisco CallManager Administration, click Route Plan > Route Pattern/Hunt > Hunt Pilot.

Step 2 On the Find and List Route Pattern/Hunt Pilots page, click Add a New Route Pattern/Hunt Pilot.

Step 3 On the Route Pattern/Hunt Pilot Configuration page, enter the following settings for the route pattern/hunt pilot.

Table 8 Settings for Route Pattern/Hunt Pilot Configuration Page 

Field
Setting

Route Pattern/Hunt Pilot

Enter the hunt pilot number for the voice mail ports. The hunt pilot number must be different from the extension numbers of the voice mail ports.

The hunt pilot number is the extension number that users enter to listen to their voice messages.

Partition

Click the name of the partition that you set up for the voice mail pilot number. For example, click "VMPilotNumberPT."

Description

Enter Cisco Unity Connection Hunt Pilot or another description.

Numbering Plan

Accept the default setting, or click the numbering plan that you have set up for your system.

Route Filter

Click None, or click the name of the route filter that you set up for your system.

MLPP Precedence

Accept the default setting, or click another setting.

Gateway or Rout/Hunt List

Click the route/hunt list of voice mail ports that answer calls, which you set up in the "To Add the Line Group to a Hunt List" procedure.

Provide Outside Dial Tone

Uncheck the check box.


Step 4 Click Insert.


To Specify MWI Directory Numbers


Step 1 In the Cisco CallManager Administration, click Feature > Voice Mail > Message Waiting.

Step 2 On the Find and List Message Waiting Numbers page, click Add a New Message Waiting Number.

Step 3 On the Message Waiting Configuration page, enter the following settings for turning MWIs on.

Table 9 Settings for Turning MWIs On 

Field
Setting

Message Waiting Number

Enter the unique extension that turns MWIs on.

Description

Enter DN to turn MWIs on or another description.

Message Waiting Indicator

Click On.

Partition

Click the name of the partition that you set up for the voice mail pilot number. For example, click "VMPilotNumberPT."

Calling Search Space

Click a calling search space that is used by user phones.


Step 4 Click Insert.

Step 5 Click Add a New Message Waiting Number.

Step 6 Enter the following settings for turning MWIs off.

Table 10 Settings for Turning MWIs Off 

Field
Setting

Directory Number

Enter the unique extension that turns MWIs off.

Description

Enter DN to turn MWIs off or another description.

Message Waiting Indicator

Click Off.

Partition

Click the name of the partition that you set up for the voice mail pilot number. For example, click "VMPilotNumberPT."

Calling Search Space

Click a calling search space that is used by user phones.


Step 7 Click Insert.


In the following procedure, you will add the voice mail pilot number, which is the extension that you dial to listen to your voice messages. Your Cisco IP phone automatically dials the voice mail pilot number when you press the Messages button.

To Add a Voice Mail Pilot Number for the Voice Mail Ports


Step 1 In the Cisco CallManager Administration, click Feature > Voice Mail > Voice Mail Pilot.

Step 2 On the Find and List Voice Mail Pilots page, click Add a New Voice Mail Pilot.

Step 3 On the Voice Mail Pilot Configuration page, enter the following voice mail pilot number settings.

Table 11 Settings for the Voice Mail Pilot Configuration Page 

Field
Setting

Voice Mail Pilot Number

Enter the voice mail pilot number that users will dial to listen to their voice messages. This number must be the same as the hunt pilot number that you entered when adding voice mail ports earlier.

Description

Enter Cisco Unity Connection Pilot or another description.

Calling Search Space

Click the calling search space that includes partitions containing the user phones and the partition you set up for the voice mail pilot number.

Make This the Default Voice Mail Pilot for the System

Check this check box. When this check box is checked, this voice mail pilot number replaces the current default pilot number.


Step 4 Click Insert.


To Set Up the Voice Mail Profile


Step 1 In the Cisco CallManager Administration, click Feature > Voice Mail > Voice Mail Profile.

Step 2 On the Find and List Voice Mail Profiles page, click Add a New Voice Mail Profile.

Step 3 On the Voice Mail Profile Configuration page, enter the following voice mail profile settings.

Table 12 Settings for the Voice Mail Profile Configuration Page 

Field
Setting

Voice Mail Profile Name

Enter a name to identify the voice mail profile.

Description

Enter Cisco Unity Connection Profile or another description.

Voice Mail Pilot

Click one of the following:

The applicable voice mail pilot number that you defined on the Voice Mail Pilot Configuration page

Use Default

Voice Mail Box Mask

When multitenant services are not enabled on Cisco CallManager, leave this field blank.

When multitenant services are enabled, each tenant uses its own voice mail profile and must create a mask to identify the extensions (directory numbers) in each partition that is shared with other tenants. For example, one tenant can use a mask 972813XXXX, while another tenant can use the mask 214333XXXX. Each tenant also uses its own translation patterns for MWIs.

Make This the Default Voice Mail Profile for the System

Check this check box to make this voice mail profile the default.

When this check box is checked, this voice mail profile replaces the current default voice mail profile.


Step 4 Click Insert.


To Set Up the Voice Mail Server Service Parameters


Step 1 In the Cisco CallManager Administration, click Service > Service Parameters.

Step 2 On the Service Parameters Configuration page, in the Server field, click the name of the Cisco CallManager server.

Step 3 In the Service list, click Cisco CallManager. The list of parameters appears.

Step 4 Under Clusterwide Parameters (Feature - General), locate the Multiple Tenant MWI Modes parameter.

Step 5 If you use multiple tenant MWI notification, click True.

When this parameter is set to True, Cisco CallManager uses any configured translation patterns to convert voice mail extensions into directory numbers when turning on or off an MWI.

Step 6 If you changed any settings, click Update. Then shut down and restart the Cisco CallManager service.



Note You can use alternate extensions to create multiple line appearances, enable easy message access from cell phones, and simplify addressing messages to users at different locations in Cisco Unity Connection. When you enable alternate MWIs, Cisco Unity Connection can turn MWIs on at more than one extension. For details, see the "Appendix: Using Alternate Extensions and MWIs" section.


Setting Up the Gateways That Service Cisco Unity Connection

In certain situations, DTMF digits are not recognized when processed through VoIP dial-peer gateways. To avoid this problem, certain gateways must be configured to enable DTMF relay. The DTMF relay feature is available in Cisco IOS software version 12.0(5) and later.

Cisco IOS software-based gateways that use H.245 out-of-band signaling must be configured to enable DTMF relay.

The Catalyst 6000 T1/PRI and FXS gateways enable DTMF relay by default and do not need additional configuration to enable this feature.

To Enable DTMF Relay


Step 1 On a VoIP dial-peer servicing Cisco Unity Connection, use the following command:

dtmf-relay h245-alphanumeric

Step 2 Create a destination pattern that matches the Cisco CallManager voice mail port numbers. For example, if the system has voice mail ports 1001 through 1016, enter the dial-peer destination pattern 10xx.

Step 3 Repeat Step 1 and Step 2 for all remaining VoIP dial-peers servicing Cisco Unity Connection.


Creating a New Integration with the Cisco CallManager Phone System

After ensuring that the Cisco CallManager phone system and Cisco Unity Connection are ready for the integration, do the following procedures to set up the integration and to enter the port settings.

To Create an Integration


Step 1 Log on to Cisco Unity Connection Administration.

Step 2 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Phone System.

Step 3 On the Search Phone Systems page, on the Phone System menu, click New Phone System. The Phone System Integration Wizard appears.

Step 4 On the Select Phone System Manufacturer page, in the Manufacturer field, click Cisco Systems and click Next.

Step 5 On the Select Phone System Model page, in the Model field, click CallManager and click Next.

Step 6 On the Set Up Phone System page, in the Phone System Name field, accept the default name or enter the descriptive name that you want, and click Next.

Step 7 On the Select Port Group Template page, in the Port Group Template field, click SCCP - Skinny Client Control Protocol and click Next.

Step 8 On the Set Up Port Group page, enter the following settings and click Next.

Table 13 Settings for the Set Up Port Group Page 

Field
Setting

Port Group Name

<the display name for the port group; accept the default name, which is composed of the phone system display name followed by an incrementing number, or enter another descriptive name>

Device Name Prefix

<the prefix that Cisco CallManager adds to the device name for voice messaging ports; this prefix must match the prefix used by Cisco CallManager>

MWI On Extension

<the extension that you specified in Cisco CallManager Administration for turning MWIs on>

MWI Off Extension

<the extension that you specified in Cisco CallManager Administration for turning MWIs off>

Security Mode

Non-secure

(Cisco CallManager authentication and encryption are not available with this version of Cisco CallManager.)

Number of Ports

<the number of voice messaging ports that you want to create in this port group>

IP Address or Host Name

<the IP address (or host name) of the primary Cisco CallManager server that you are integrating with Cisco Unity Connection>

Test Address

Click this button to test the IP address that you entered. The results of the test appear in the field to the right of the button.

Port

<the TCP port of the primary Cisco CallManager server that you are integrating with Cisco Unity Connection; we recommend that you use the default setting>

TLS Port

<the TLS port of the primary Cisco CallManager server that you are integrating with Cisco Unity Connection; we recommend that you use the default setting>

Server Type

Cisco CallManager


Step 9 On the Confirm Phone System Settings page, confirm the settings that you have entered and click Finish.

Step 10 On the Phone System Creation Summary page, click Close.

Step 11 If Cisco Unity Connection does not connect to an AXL server, skip to Step 17. Otherwise, on the Search Phone Systems page, click the display name of the phone system that you created in Step 9.

Step 12 On the Phone System Basics page, in the Edit menu, click Cisco CallManager AXL Servers.

Connecting to an AXL server is needed when Cisco Unity Connection must have access to the Cisco CallManager database for importing Cisco CallManager users and for changing certain phone settings for users of Cisco Unity Connection personal call transfer rules.

Step 13 Under AXL Servers, click Add New.

Step 14 Enter the following settings for the AXL server and click Save.

Table 14 Settings for the AXL Servers 

Field
Setting

Order

<the order of priority for the AXL server; the lowest number is the primary AXL server, the higher numbers are the secondary servers>

IP Address or Host Name

<the IP address (or host name) of the AXL server>

Port

<the AXL server port that Cisco Unity Connection connects to; this setting must match the port that the AXL server will use>

When the connection does not use SSL, the port number is typically 80. When the connection uses SSL, the port number is typically 443.


Step 15 Repeat Step 13 and Step 14 for all remaining AXL servers.

Step 16 Under AXL Server Settings, enter the following settings and click Save.

Table 15 Settings for the AXL Settings 

Field
Setting

User Name

<the user name that Cisco Unity Connection will use to log on to the AXL server>

Password

<the password that Cisco Unity Connection will use to log on to the AXL server>

Cisco CallManager Version

Pre 5.0 (Non-SSL)

Pre 5.0 (SSL)

If you select the non-SSL version, the AXL port must be a non-SSL port (typically port 80). If you select the SSL-enabled version, the AXL port must be an SSL-enabled port (typically port 443).



Note After the changes to this page are saved, you can click Test (next to the AXL server port number) to verify the connection to the AXL server. If the AXL port that you enter and the Cisco CallManager Version setting conflict concerning whether SSL is used, the results of the test will require more than 10 minutes to appear.


Step 17 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 18 On the Search Port Groups page, click the display name of the port group that you created with the phone system integration in Step 9.


Note By default, the display name for a port group is composed of the phone system display name followed by an incrementing number.


Step 19 On the Port Group Basics page, on the Edit menu, click Servers.

Step 20 On the Edit Servers page, do the following substeps if the Cisco CallManager cluster has secondary servers. Otherwise, continue to Step 21.

a. Under Cisco CallManager Servers, click Add.

b. Enter the following settings for the secondary Cisco CallManager server and click Save.

Table 16 Settings for the Cisco CallManager Server 

Field
Setting

Order

<the order of priority for the Cisco CallManager server; the lowest number is the primary Cisco CallManager server, the higher numbers are the secondary servers>

IP Address or Host Name

<the IP address (or host name) of the secondary Cisco CallManager server>

Port

<the TCP port of the Cisco CallManager server that you are integrating with Cisco Unity Connection; we recommend that you use the default setting>

TLS Port

<the TLS port of the Cisco CallManager server that you are integrating with Cisco Unity Connection; we recommend that you use the default setting>

Server Type

Cisco CallManager



Note You can click Ping to verify the IP address (or host name) of the Cisco CallManager server.


c. Repeat Step 20a. and Step 20b. for all remaining secondary Cisco CallManager servers in the cluster.

Step 21 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port.

Step 22 On the Search Ports page, click the display name of the first voice messaging port that you created for this phone system integration.


Note By default, the display names for the voice messaging ports are composed of the port group display name followed by incrementing numbers.


Step 23 On the Port Basics page, set the voice messaging port settings as applicable. The fields in the following table are the ones that you can change.

Table 17 Settings for the Voice Messaging Ports 

Field
Considerations

Enabled

Check this check box to enable the port. The port is enabled during normal operation.

Uncheck this check box to disable the port. When the port is disabled, calls to the port get a ringing tone but are not answered. Typically, the port is disabled only by the installer during testing.

Extension

Enter the extension for the port as assigned on the phone system.

Answer Calls

Check this check box to designate the port for answering calls. These calls can be incoming calls from unidentified callers or from users.

Perform Message Notification

Check this check box to designate the port for notifying users of messages. Assign Perform Message Notification to the least busy ports.

Send MWI Requests

Check this check box to designate the port for turning MWIs on and off. Assign Send MWI Requests to the least busy ports.

Allow TRAP Connections

Check this check box so that users can use the phone as a recording and playback device in Cisco Unity Connection web applications and e-mail clients. Assign Allow TRAP Connections to the least busy ports.

Outgoing Hunt Order

Enter the priority order in which Cisco Unity Connection will use the ports when dialing out (for example, if the Perform Message Notification, Send MWI Requests, or Allow TRAP Connections check box is checked). The highest numbers are used first. However, when multiple ports have the same Outgoing Hunt Order number, Cisco Unity Connection will use the port that has been idle the longest.

Security Mode

Click Non-secure.

(Cisco CallManager authentication and encryption are not available.)


Step 24 Click Save.

Step 25 Click Next.

Step 26 Repeat Step 23 through Step 25 for all remaining voice messaging ports for the phone system.

Step 27 If another phone system integration exists, in Cisco Unity Connection Administration, expand Telephony Integrations, then click Trunk. Otherwise, skip to Step 31.

Step 28 On the Search Phone System Trunks page, on the Phone System Trunk menu, click New Phone System Trunk.

Step 29 On the New Phone System Trunk page, enter the following settings for the phone system trunk and click Save.

Table 18 Settings for the Phone System Trunk 

Field
Setting

From Phone System

<the display name of the phone system that you are creating a trunk for>

To Phone System

<the display name of the previously existing phone system that the trunk will connect to>

Trunk Access Code

<the extra digits that Cisco Unity Connection must dial to transfer calls through the gateway to extensions on the previously existing phone system>


Step 30 Repeat Step 28 and Step 29 for all remaining phone system trunks that you want to create.

Step 31 If prompted to restart Cisco Unity Connection, in the Windows task bar, right-click the Cisco Unity Connection icon and click Restart > Voice Processing Server Role.

Step 32 When prompted to confirm stopping the Voice Processing server role, click Yes.

Step 33 In Cisco Unity Connection Administration, in the Related Links drop-down list, click Check Telephony Configuration and click Go to confirm the phone system integration settings.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, test the connection again.

Step 34 In the Task Execution Results window, click Close.

Step 35 Log off Cisco Unity Connection Administration.


(Multiple Integrations Only) Adding New User Templates

When you create the first phone system integration, this phone system is automatically selected in the default user template. The users that you add after creating this phone system integration will be assigned to this phone system by default.

However, for each additional phone system integration that you create, you must add the applicable new user templates that will assign users to the new phone system. You must add the new templates before you add new users who will be assigned to the new phone system.

For details on adding new user templates, refer to the "Adding, Changing, or Deleting an Account Template" chapter in the Cisco Unity Connection User Moves, Adds, and Changes Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

For details on selecting a user template when adding a new user, refer to the applicable chapter for adding user accounts in the Cisco Unity Connection User Moves, Adds, and Changes Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Testing the Integration

To test whether Cisco Unity Connection and the phone system are integrated correctly, do the following procedures in the order listed.

If any of the steps indicate a failure, refer to the following documentation as applicable:

The installation guide for the phone system.

The setup information earlier in this guide.

To Set Up the Test Configuration


Step 1 Set up two test extensions (Phone 1 and Phone 2) on the same phone system that Cisco Unity Connection is connected to.

Step 2 Set Phone 1 to forward calls to the Cisco Unity Connection pilot number when calls are not answered.


Caution The phone system must forward calls to the Cisco Unity Connection pilot number in no fewer than four rings. Otherwise, the test may fail.

Step 3 To create a test user for testing, in Cisco Unity Connection Administration, click Users.

Step 4 On the Search Users page, on the User menu, click New User.

Step 5 On the New User page, enter the following settings.

Table 19 Settings for the New User Page 

Field
Setting

User Type

User with Voice Mailbox

User Template

<the applicable user template>

Alias

testuser

First Name

Test

Last Name

User

Display Name

Test User

Extension

<the extension of Phone 1>


Step 6 Click Save.

Step 7 On the User Basics page, in the Voice Name field, record a voice name for the test user.

Step 8 In the Phone System field, confirm that the phone system selected is the phone system that Phone 1 is connected to.

Step 9 Uncheck the Set for Self-enrollment at Next Login check box.

Step 10 Click Save.

Step 11 On the Edit menu, click Message Waiting Indicators.

Step 12 On the Message Waiting Indicators page, click the message waiting indicator. If no message waiting indication is in the table, click Add New.

Step 13 On the Edit Message Waiting Indicator page, enter the following settings.

Table 20 Settings for the Edit MWI Page 

Field
Setting

Enabled

Check this check box to enable MWIs for the test user.

Display Name

Accept the default or enter a different name.

Inherit User's Extension

Check this check box to enable MWIs on Phone 1.

Extension

<the extension of Phone 1>

Phone System

<the phone system that Phone 1 is connected to>


Step 14 Click Save.

Step 15 On the Edit menu, click Transfer Options.

Step 16 On the Edit Transfer Option page, under Call Transfer, click the Extension option and enter the extension of Phone 1.

Step 17 In the Transfer Type field, click Release to Switch.

Step 18 Click Save.

Step 19 Minimize the Cisco Unity Connection Administration window.

Do not close the Cisco Unity Connection Administration window because you will use it again in a later procedure.

Step 20 On the Cisco Unity Connection desktop, double-click the Tools Depot icon.

Step 21 In the left pane of the Tools Depot window, expand Switch Integration Tools, then double-click Port Status Monitor. The Port Status Monitor window appears.

Step 22 On the Ports menu, click Start All, and arrange the port monitors so that you can notice which port will handle the calls that you will make.


To Test an External Call with Release Transfer


Step 1 From Phone 2, enter the access code necessary to get an outside line, then enter the number outside callers use to dial directly to Cisco Unity Connection.

Step 2 In the Port Status Monitor, note which port handles this call.

Step 3 When you hear the opening greeting, enter the extension for Phone 1. Hearing the opening greeting means that the port is configured correctly.

Step 4 Confirm that Phone 1 rings and that you hear a ringback tone on Phone 2. Hearing a ringback tone means that Cisco Unity Connection correctly released the call and transferred it to Phone 1.

Step 5 Leaving Phone 1 unanswered, confirm that the state of the port handling the call changes to "Idle." This state means that release transfer is successful.

Step 6 Confirm that, after the number of rings that the phone system is set to wait, the call is forwarded to Cisco Unity Connection and that you hear the greeting for the test user. Hearing the greeting means that the phone system forwarded the unanswered call and the call-forward information to Cisco Unity Connection, which correctly interpreted the information.

Step 7 On the Port Status Monitor, note which port handles this call.

Step 8 Leave a message for the test user and hang up Phone 2.

Step 9 In the Port Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.

Step 10 Confirm that the MWI on Phone 1 is activated. The activated MWI means that the phone system and Cisco Unity Connection are successfully integrated for turning on MWIs.


To Test Listening to Messages


Step 1 From Phone 1, enter the internal pilot number for Cisco Unity Connection.

Step 2 When asked for your password, enter the password for the test user. Hearing the request for your password means that the phone system sent the necessary call information to Cisco Unity Connection, which correctly interpreted the information.

Step 3 Confirm that you hear the recorded voice name for the test user (if you did not record a voice name for the test user, you will hear the extension number for Phone 1). Hearing the voice name means that Cisco Unity Connection correctly identified the user by the extension.

Step 4 Listen to the message.

Step 5 After listening to the message, delete the message.

Step 6 Confirm that the MWI on Phone 1 is deactivated. The deactivated MWI means that the phone system and Cisco Unity Connection are successfully integrated for turning off MWIs.

Step 7 Hang up Phone 1.

Step 8 On the Port Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.


To Set Up Supervised Transfer on Cisco Unity Connection


Step 1 In Cisco Unity Connection Administration, on the Edit Transfer Option page for the test user, in the Transfer Type field, click Supervise Transfer.

Step 2 In the Rings to Wait For field, enter 3.

Step 3 Click Save.

Step 4 Minimize the Cisco Unity Connection Administration window.

Do not close the Cisco Unity Connection Administration window because you will use it again in a later procedure.


To Test Supervised Transfer


Step 1 From Phone 2, enter the access code necessary to get an outside line, then enter the number outside callers use to dial directly to Cisco Unity Connection.

Step 2 On the Port Status Monitor, note which port handles this call.

Step 3 When you hear the opening greeting, enter the extension for Phone 1. Hearing the opening greeting means that the port is configured correctly.

Step 4 Confirm that Phone 1 rings and that you do not hear a ringback tone on Phone 2. Instead, you should hear the indication your phone system uses to mean that the call is on hold (for example, music).

Step 5 Leaving Phone 1 unanswered, confirm that the state of the port handling the call remains "Busy." This state and hearing an indication that you are on hold mean that Cisco Unity Connection is supervising the transfer.

Step 6 Confirm that, after three rings, you hear the greeting for the test user. Hearing the greeting means that Cisco Unity Connection successfully recalled the supervised-transfer call.

Step 7 During the greeting, hang up Phone 2.

Step 8 On the Port Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.

Step 9 Exit the Port Status Monitor.


To Delete the Test User


Step 1 In Cisco Unity Connection Administration, click Users.

Step 2 On the Search Users page, check the check box to the left of the test user.

Step 3 Click Delete Selected.


Changing the Settings for an Existing Integration

After the integration is set up, if you want to change any of its settings (for example, to change the MWI settings), do the following procedure.

If you want to change the number of voice messaging ports, see the Changing the Number of Voice Messaging Ports.

To Change the Settings for an Integration


Step 1 Log on to Cisco Unity Connection Administration.

Step 2 In Cisco Unity Connection Administration, expand Telephony Integrations.

Step 3 Click the applicable location:

Phone System

Port Group

Port

Step 4 On the Search page, click the phone system, port group, or port for which you want to change settings.

Step 5 Enter new settings in the fields that you want to change.


Caution If you are adding or removing voice messaging ports, make sure you change the settings for the individual ports so that there are an appropriate number of ports set to answer calls and an appropriate number of ports set to dial out.

Step 6 Click Save.

Step 7 If prompted to restart Cisco Unity Connection, in the Windows task bar, right-click the Cisco Unity Connection icon and click Restart > Voice Processing Server Role.

Step 8 When prompted to confirm stopping the Voice Processing server role, click Yes.

Step 9 In Cisco Unity Connection Administration, in the Related Links drop-down list, click Check Telephony Configuration and click Go to confirm the phone system integration settings.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, test the connection again.

Step 10 In the Task Execution Results window, click Close.

Step 11 Log off Cisco Unity Connection Administration.


Changing the Number of Voice Messaging Ports

To change the number of voice messaging ports in Cisco CallManager and in Cisco Unity Connection for an existing integration, do the following procedures.

To Change the Number of Voice Mail Ports in Cisco CallManager Administration


Step 1 On the Cisco CallManager server, use Cisco Voice Mail Port Wizard to change the number of voice mail ports. Refer to the following:

To add voice mail ports in Cisco CallManager Administration by using the Cisco Voice Mail Port Wizard, see the "To Add Voice Mail Ports to Cisco CallManager" procedure.

To remove voice mail ports in Cisco CallManager Administration by using the Cisco Voice Mail Port Wizard, refer to the Cisco CallManager Administration Help.


If you are adding voice messaging ports, do the "To Add Voice Messaging Ports in Cisco Unity Connection Administration" procedure.

If you are deleting voice messaging ports, do the "To Delete Voice Messaging Ports in Cisco Unity Connection Administration" procedure.

To Add Voice Messaging Ports in Cisco Unity Connection Administration


Step 1 If the Cisco Unity Connection license does not enable the additional voice messaging ports you added, see your sales representative to request the applicable license.

Step 2 When you have the license, log on to Cisco Unity Connection Administration.

Step 3 In Cisco Unity Connection Administration, expand System Settings, then click Licenses.

Step 4 On the Search License page, on the Licenses menu, click New License.

Step 5 On the Upload License File page, click Browse.

Step 6 In the Choose File dialog box, browse to license file and click Open.

Step 7 On the Upload License File page, click Submit.

Step 8 On the Search Licenses page, check the check box next to the license file that you uploaded in Step 7 and click Install Selected.

Step 9 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port.

Step 10 On the Search Ports page, under Port Search Results, click Add New.

Step 11 On the New Port page, enter the applicable settings and click Save.


Caution Make sure that there are an appropriate number of ports set to answer calls and an appropriate number of ports set to dial out. Otherwise, the integration will not function correctly. For details, see to the "Planning How the Voice Messaging Ports Will be Used by Cisco Unity Connection" section.

Step 12 If prompted to restart Cisco Unity Connection, in the Windows task bar, right-click the Cisco Unity Connection icon and click Restart > Voice Processing Server Role.

Step 13 When prompted to confirm stopping the Voice Processing server role, click Yes.

Step 14 In Cisco Unity Connection Administration, in the Related Links drop-down list, click Check Telephony Configuration and click Go to confirm the phone system integration settings.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, test the connection again.

Step 15 In the Task Execution Results window, click Close.

Step 16 Log off Cisco Unity Connection Administration.


To Delete Voice Messaging Ports in Cisco Unity Connection Administration


Step 1 Log on to the Cisco Unity Connection Administration.

Step 2 Go to the Telephony Integrations > Ports page.

Step 3 Under Port Search Results, check the check boxes next to the voice messaging ports that you want to delete.

Step 4 Click Delete Selected.

Step 5 For the remaining voice messaging ports in the port group, change the settings as necessary so that there are an appropriate number of voice messaging ports set to answer calls and an appropriate number of voice messaging ports set to dial out.

Step 6 In the Windows task bar, right-click the Cisco Unity Connection icon and click Restart > Voice Processing Server Role.

Step 7 When prompted to confirm stopping the Voice Processing server role, click Yes.

Step 8 In Cisco Unity Connection Administration, in the Related Links drop-down list, click Check Telephony Configuration and click Go to confirm the phone system integration settings.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, test the connection again.

Step 9 In the Task Execution Results window, click Close.

Step 10 Log off the Cisco Unity Connection Administration.


Deleting an Existing Phone System Integration

If you want to delete an existing phone system integration (for example, you have replaced the phone system with which Cisco Unity Connection originally integrated), confirm that the following items are deleted or associated to another phone system:

Users (including MWI devices and notification devices) who are associated with the phone system that you want to delete.

To see a list of users associated with the phone system, in Cisco Unity Connection Administration, expand Telephony Integrations > Phone System; click the name of the phone system; on the Phone System Basics page, on the Edit menu, click Phone System Associations.

User templates that are associated with the phone system that you want to delete.

System call handlers that are associated with the phone system that you want to delete.

Call handler templates that are associated with the phone system that you want to delete.

If users, user templates, call handlers, MWI devices, or notification devices are associated with this phone system, Cisco Unity Connection cannot delete the phone system.

When you attempt to delete a phone system that still has these items associated with it, a status warning will appear with a link to the Delete Phone System Wizard. This wizard will guide you to associate all items from the phone system that you want to delete to another phone system.

All users, user templates, call handlers, MWI devices and notification devices that are associated with a phone system must be reassigned before the phone system can be deleted.


Note You can see a list of users who are associated with a phone system on the Phone System Associations page for the phone system. To view Phone System Associations page, on the Phone System Basics page, click Phone System Associations on the Edit menu.


It is not necessary to delete the port groups or ports that belong to a phone system before deleting the phone system integration. The member port groups and ports will be automatically deleted with the phone system.


Note Port groups and ports that do not belong to the phone system will not be affected when the phone system integration is deleted.


Do the following procedure.

To Delete an Existing Phone System Integration


Step 1 Log on to Cisco Unity Connection Administration.

Step 2 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Phone System.

Step 3 On the Search Phone Systems page, check the check box to the left of the phone system that you want to delete.

Step 4 Click Delete Selected.

Step 5 When prompted to confirm that you want to delete the phone system, click OK.

Step 6 If prompted to restart Cisco Unity Connection, in the Windows task bar, right-click the Cisco Unity Connection icon and click Restart > Voice Processing Server Role.

Step 7 When prompted to confirm stopping the Voice Processing server role, click Yes.

Step 8 Log off Cisco Unity Connection Administration.


Adding a Cisco CallManager Express Server to a Cisco CallManager Phone System Integration

Cisco Unity Connection can integrate a Cisco CallManager phone system integration that has a port group of Cisco CallManager servers and a port group of a Cisco CallManager Express server. This configuration is typically used to ensure call processing functionality at a branch office when the WAN link is down.

There are, however, the following considerations:

The version of Cisco Unified CallManager Express and the version of the Cisco Unity-CM TSP must be a supported combination in the Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, Cisco Unified CM, and Cisco Unified CM Express at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/compatibility/matrix/cutspmtx.html.

The Cisco CallManager phone system integration is typically already created before adding the Cisco CallManager Express server.

The Cisco CallManager Express server is in its own port group, which is separate from the port group for the Cisco CallManager servers.

The Cisco CallManager Express port group has its own voice messaging ports that connect only to the Cisco CallManager Express server.

To add a Cisco CallManager Express server to a Cisco CallManager phone system integration, do the following procedure.

To Add a Cisco CallManager Express Server to a Cisco CallManager Phone System Integration


Step 1 Log on to Cisco Unity Connection Administration.

Step 2 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 3 On the Search Port Groups page, under Port Group Search Results, click Add New.

Step 4 On the New Port Group page, enter the following settings.

Table 21 Settings for the Cisco CallManager Express Server 

Field
Setting

Display Name

Enter the display name for the port group. Accept the default name, which is composed of the phone system display name followed by an incrementing number, or enter another descriptive name.

Phone System

Click the name of the Cisco CallManager phone system.

Create From

Click Port Group Template and, in the drop-down box, click SCCP - Skinny Client Control Protocol.

Device Name Prefix

Enter the prefix that was added in Cisco CallManager Express to the device name for voice messaging ports; this prefix must match the prefix used by Cisco CallManager Express.

MWI On Extension

Enter the extension that you specified in Cisco CallManager Express for turning MWIs on.

MWI Off Extension

Enter the extension that you specified in Cisco CallManager Express for turning MWIs off.

IP Address or Host Name

Enter the IP address (or host name) of the Cisco CallManager Express server that you are adding to the Cisco CallManager phone system integration.

Port

Enter the TCP port of the Cisco CallManager Express server that you are adding to the Cisco CallManager phone system integration. We recommend that you use the default setting.

TLS Port

Enter the TLS port of the Cisco CallManager Express server that you are adding to the Cisco CallManager phone system integration. We recommend that you use the default setting.


Step 5 Click Save.

Step 6 On the Port Group Basics page, on the Edit menu, click Servers.

Step 7 On the Edit Servers page, in the Server Type field, click Cisco CallManager Express.


Note You can click Ping to verify the IP address of the Cisco CallManager Express server.


Step 8 Click Save.

Step 9 On the Edit menu, click Advanced Settings.

Step 10 On the Edit Advanced Settings page, in the Delay Before Opening Greeting field, enter 1000 and click Save.

Step 11 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port.

Step 12 On the Search Ports page, under Port Search Results, click Add New.

Step 13 On the New Port page, enter the following settings.

Table 22 Settings for the New Port Page 

Field
Setting

Number of Ports

Enter the number of voice messaging ports that you want to create on Cisco Unity Connection for connecting to the Cisco CallManager Express server.

Phone System

Click the display name of the Cisco CallManager phone system integration.

Port Group

Click the display name of the port group that you created for the Cisco CallManager Express server in Step 5.


Step 14 Click Save.

Step 15 On the Search Ports page, click the display name of the first voice messaging port that you created for the Cisco CallManager Express port group.


Note By default, the display names for the voice messaging ports are composed of the port group display name followed by incrementing numbers.


Step 16 On the Port Basics page, set the voice messaging port settings as applicable. The fields in the following table are the ones that you can change.

Table 23 Settings for the Voice Messaging Ports 

Field
Considerations

Enabled

Check this check box to enable the port. The port is enabled during normal operation.

Uncheck this check box to disable the port. When the port is disabled, calls to the port get a ringing tone but are not answered. Typically, the port is disabled only by the installer during testing.

Extension

Enter the extension for the port as assigned on the phone system.

Answer Calls

Check this check box to designate the port for answering calls. These calls can be incoming calls from unidentified callers or from users.

Perform Message Notification

Check this check box to designate the port for notifying users of messages. Assign Perform Message Notification to the least busy ports.

Send MWI Requests

Check this check box to designate the port for turning MWIs on and off. Assign Send MWI Requests to the least busy ports.

Allow TRAP Connections

Check this check box so that users can use the phone as a recording and playback device in Cisco Unity Connection web applications and e-mail clients. Assign Allow TRAP Connections to the least busy ports.

Outgoing Hunt Order

Enter the priority order in which Cisco Unity Connection will use the ports when dialing out (for example, if the Perform Message Notification, Send MWI Requests, or Allow TRAP Connections check box is checked). The highest numbers are used first. However, when multiple ports have the same Outgoing Hunt Order number, Cisco Unity Connection will use the port that has been idle the longest.

Security Mode

Click Non-secure.

(Cisco CallManager authentication and encryption are not available.)


Step 17 Click Save.

Step 18 Click Next.

Step 19 Repeat Step 16 through Step 18 for all remaining voice messaging ports in the Cisco CallManager Express port group.

Step 20 In the Windows task bar, right-click the Cisco Unity Connection icon and click Restart > Voice Processing Server Role.

Step 21 When prompted to confirm stopping the Voice Processing server role, click Yes.

Step 22 In Cisco Unity Connection Administration, in the Related Links drop-down list, click Test Port Group and click Go to confirm the Cisco CallManager port group settings.

Step 23 When prompted that the test will terminate call in progress, click OK.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, test the connection again.

Step 24 In the Task Execution Results window, click Close.

Step 25 Log off Cisco Unity Connection Administration.



Appendix: Using Alternate Extensions and MWIs


Alternate Extensions

On the New Phone Number page for a user, you can assign up to nine alternate extensions for the user. (The primary extension is the one that you assign to each user when the user is added to Cisco Unity Connection.)

Reasons to Use Alternate Extensions

There are several reasons that you may want to specify alternate extensions for users. For example, if you have more than one Cisco Unity Connection server that accesses a single, corporate-wide directory, you may want to use alternate extensions to simplify addressing messages to users at the different locations. With alternate extensions, the number that a user enters when addressing a message to someone at another location can be the same number that the user dials when calling. You may also want to use alternate extensions to:

Handle multiple line appearances on user phones.

Offer easy message access on direct calls from a cell phone, home phone, or phone at an alternate work site (assuming that the phone number is passed along to Cisco Unity Connection from these other phone systems). In addition, when such phones are used as alternate extensions, and are set to forward to Cisco Unity Connection, callers can listen to the user greeting and leave messages for the user just as they would when dialing the primary extension for the user.

Enable URL-based extensions in Cisco Unity Connection for an integration with a SIP phone system.

How Alternate Extensions Work

Before you set up alternate extensions, review the following list for information on how alternate extensions work:

Alternate extensions cannot exceed 30 characters in length. By default, each administrator-defined alternate extension must be at least 3 characters in length, while user-defined alternate extensions must be at least 10 characters.

Cisco Unity Connection Administration will not accept an extension that is already assigned to another user (either as a primary or alternate extension), or to a public distribution list, call handler, directory handler, or interview handler. Cisco Unity Connection verifies that each alternate extension is unique—up to the dialing domain level, if applicable—before allowing either an administrator or a user to create it.

All alternate extensions use the same transfer settings as the primary extension.

In many cases, Cisco Unity Connection can activate a message waiting indicator (MWI) for an alternate extension. However, depending on the phones and phone systems involved, some additional phone system programming may be required to set this up.

Setting Up Alternate Extensions

Do the applicable procedure to add, modify, or delete alternate extensions:

To Add Administrator-Defined Alternate Extensions

To Modify Alternate Extensions

To Delete Alternate Extensions

To Add Administrator-Defined Alternate Extensions


Step 1 In Cisco Unity Connection Administration, click User.

Step 2 On the Search Users page, click the user for whom you want to add an alternate extension.

Step 3 On the Edit menu, click Phone Numbers.

Step 4 On the Phone Numbers page, click Add New.

Step 5 On the New Phone Number page, enter the following settings.

Table 24 Settings for the New Phone Number Page 

Field
Setting

Phone Type

Click the type of phone that will use the extension.

Display Name

Enter a description of the extension.

Phone Number

Enter the extension. When entering characters, consider the following:

You can enter an extension up to 30 characters in length. (SIP integrations can use up to 30 alphanumeric characters.)

Each extension must be unique—up to the dialing domain level, if applicable.

Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.


Step 6 Click Save.

Step 7 Repeat Step 3 through Step 6 as necessary.


To Modify Alternate Extensions


Step 1 In Cisco Unity Connection Administration, click User.

Step 2 On the Search Users page, click the user for whom you want to modify an alternate extension.

Step 3 On the Edit menu, click Phone Numbers.

Step 4 On the Phone Numbers page, click the alternate extension that you want to change.

Step 5 On the Phone Number page, in the Phone Number field, change the extension and click Save.

Step 6 Repeat Step 3 through Step 5 as necessary.


To Delete Alternate Extensions


Step 1 In Cisco Unity Connection Administration, click User.

Step 2 On the Search Users page, click the user for whom you want to delete an alternate extension.

Step 3 On the Edit menu, click Phone Numbers.

Step 4 On the Phone Numbers page, check the check box next to the extensions that you want to delete.

Step 5 Click Delete Selected.


Alternate MWIs

You can set up Cisco Unity Connection to activate alternate MWIs when you want a new message for a user to activate the MWIs at up to 10 extensions. For example, a message left at extension 1001 can activate the MWIs on extensions 1001 and 1002.

Cisco Unity Connection uses MWIs to alert the user to new voice messages. MWIs are not used to indicate new e-mail, fax, or return receipt messages.

Setting Up Alternate MWIs

Cisco Unity Connection can activate alternate MWIs. Note that depending on the phones and phone systems, some additional phone system programming may be necessary. Refer to the installation guide for the phone system.

Do the applicable procedure to add, modify, or delete alternate MWIs:

To Add Alternate MWIs for Extensions

To Modify Alternate MWIs

To Delete Alternate MWIs

To Add Alternate MWIs for Extensions


Step 1 In Cisco Unity Connection Administration, click User.

Step 2 On the Search Users page, click the user for whom you want to add an alternate MWI.

Step 3 On the Edit menu, click Message Waiting Indicators.

Step 4 On the Message Waiting Indicators page, click Add New.

Step 5 Enter the following settings.

Table 25 Settings for the New Message Waiting Indicator Page 

Field
Setting

Enabled

Check the check box.

Display Name

Enter a description of the MWI.

Extension

Enter the extension for the MWI. When entering characters, consider the following:

Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.

Enter , (comma) to insert a one-second pause.

Enter # and * to correspond to the # and * keys on the phone.

Phone System

Click the name of the phone system that the extension is assigned to.

Current Status

(Display only) The indication whether the MWI is currently on or off.


Step 6 Click Save.

Step 7 Repeat Step 3 through Step 6 as necessary.


To Modify Alternate MWIs


Step 1 In Cisco Unity Connection Administration, click User.

Step 2 On the Search Users page, click the user for whom you want to change an alternate MWI.

Step 3 On the Edit menu, click Message Waiting Indicators.

Step 4 On the Message Waiting Indicators page, click the MWI that you want to change.

Step 5 On the Edit Message Waiting Indicator page, change the applicable settings.

Table 26 Settings for the New Message Waiting Indicator Page 

Field
Setting

Enabled

Check or uncheck the check box as applicable.

Display Name

Revise the description of the MWI.

Extension

Revise the extension for the MWI. When entering characters, consider the following:

Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.

Enter , (comma) to insert a one-second pause.

Enter # and * to correspond to the # and * keys on the phone.

Phone System

Click the name of the phone system that the extension is assigned to.

Current Status

(Display only) The indication whether the MWI is currently on or off.


Step 6 Click Save.

Step 7 Repeat Step 3 through Step 6 as necessary.


To Delete Alternate MWIs


Step 1 In Cisco Unity Connection Administration, click User.

Step 2 On the Search Users page, click the user for whom you want to delete an alternate MWI.

Step 3 On the Edit menu, click Message Waiting Indicators.

Step 4 On the Message Waiting Indicators page, check the check boxes next to the MWIs that you want to delete.

Step 5 Click Delete Selected.



Appendix: Documentation and Technical Assistance


Conventions

The Cisco CallManager 4.0 Integration Guide for Cisco Unity Connection 1.1 uses the following conventions.

Table 27 Cisco CallManager 4.0 Integration Guide for Cisco Unity Connection 1.1 Conventions 

Convention
Description

boldfaced text

Boldfaced text is used for:

Key and button names. (Example: Click OK.)

Information that you enter. (Example: Enter Administrator in the User Name box.)

< >

(angle brackets)

Angle brackets are used around parameters for which you supply a value. (Example: In the Command Prompt window, enter ping <IP address>.)

-

(hyphen)

Hyphens separate keys that must be pressed simultaneously. (Example: Press Ctrl-Alt-Delete.)

>

(right angle
bracket)

A right angle bracket is used to separate selections that you make:

On menus. (Example: On the Windows Start menu, click Settings > Control Panel > Phone and Modem Options.)

In the navigation bar of Cisco Unity Connection Administration. (Example: In Cisco Unity Connection Administration, expand System Settings > Advanced.)

[x]

(square brackets)

Square brackets enclose an optional element (keyword or argument). (Example: [reg-e164])

[x | y]

(vertical line)

Square brackets enclosing keywords or arguments separated by a vertical line indicate an optional choice. (Example: [transport tcp | transport udp])

{x | y}

(braces)

Braces enclosing keywords or arguments separated by a vertical line indicate a required choice. (Example: {tcp | udp})


The Cisco CallManager 4.0 Integration Guide for Cisco Unity Connection 1.1 also uses the following conventions:


Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the document.



Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

For descriptions and URLs of Cisco Unity Connection documentation on Cisco.com, see the About Cisco Unity Documentation. The document is shipped with Cisco Unity Connection and is available at http://www.cisco.com/en/US/products/ps6509/products_documentation_roadmaps_list.html.

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.


Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

.Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html