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Release Notes for Cisco Unity Release 3.0(2)

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Table Of Contents

Release Notes for Cisco Unity Release 3.0(2)

Contents

System Requirements, and Supported Hardware and Software

Preventing and Recovering from the Nimda Virus

Supported Product Combinations for Cisco Unity, the AV-Cisco TSP, and Cisco CallManager

Determining the Software Version

Upgrading to Cisco Unity Version 3.0(2) from Version 3.0(1)

New and Changed Support

New and Changed Support—Release 3.0(2)

Cisco Unity Compact Disc Images Available on the Software Center Website

Dual NICs

Exchange 2000 Enterprise Server

Service Packs Qualified by the Cisco Unity Quality Assurance Department

Windows 2000 Server

Windows 2000 Advanced Server

New and Changed Support—Release 3.0(1)

ActiveFax Removed

Additional RealSpeak TTS languages

AMIS

Integration for Cisco CallManager 3.1(1) and later

Multiple Cisco CallManager Clusters

Multiple Extensions

Simultaneous TTS sessions

Users Homed on an Exchange 2000 Cluster

Traditional Phone System Integrations

Windows 2000 Server Mixed Mode and Native Mode Authentication

New and Changed Functionality

New and Changed Functionality—Release 3.0(2)

Cisco Unity Version 3.0(x) G.729a Prompts

No Limit on Private List Membership

New and Changed Functionality—Release 3.0(1)

Additional Cisco Branding

Automated Attendant and Directory Assistance Transfers

Cisco Unity URLs

Directory Handler Search Options

Event Notification Utility

Exchange 2000 Connector

Exchange 5.5 Connector

Exchange 2000 and Exchange 5.5 Circular Logging

Extension Remapping

Generate Reports from Persistent Database

Installer Account

Location Addressing Option Settings

MIU Factoring

Performance Enhancements

Pre-MTA Queue

Process Factoring

SQL Database Directory Synchronization

TrimDisconnectTonesOnRecording Setting

Voice Networking and Dialing Plans

Installation Notes

Choosing the Windows Account Used for Installing Cisco Unity

Active Directory Permissions Required

User Rights Required

Exchange Permissions Required If the Organization Contains Only Exchange 2000 Servers

Exchange Permissions Required If the Organization Contains Only Exchange 5.5 Servers

Exchange Permissions Required If the Organization Contains Both Exchange 2000 and Exchange 5.5 Servers

Active Directory Permissions Required If the Account Is Not a Member of the Enterprise Administrators Group

Downgrading from SQL Server 2000 to MSDE 2000 on an Existing Cisco Unity 3.0 System

Installing Outlook 2000

Problems Setting Up the Internet Voice Connector for Exchange 2000

Installing an External Modem on a Cisco MCS-7835

Limitations and Restrictions

Multiple Cisco Unity Servers Integrated with a Networked Phone System

Windows Terminal Services

Caveats

Open Caveats—Release 3.0(2)

Resolved Caveats—Release 3.0(2)

Documentation Updates

Errors

Creating a Custom Mailbox Store: Help Reference in the Cisco Unity Installation Guide

Installing Outlook 2000: Cisco Unity Installation Guide

Message Notification Page: Field Help in the Cisco Unity ActiveAssistant

Network Settings: Field Table in the Cisco Unity System Administration Guide

Changes

Deleting Cisco Unity accounts

Do Not Use Kill av*.* to Stop Cisco Unity

Installation Checklist

Installing Cisco Unity No Longer Requires Enterprise Administrators Permissions

Revised Cisco Unity Integration Guide for the Mitel SX-200 Phone System

Omissions

Exchange Must be Running to Install Cisco Unity

G.711 and G.729a Codec Deployment

Using Optional Conversation 1 to Manage Messages by Phone

Ports Are Too Busy to Turn MWIs On and Off Promptly

Troubleshooting

Cisco Unity Demonstration System

Installing a Cisco Unity Demonstration System

Using a Dual Phone System Integration with a Cisco Unity Demonstration System

Converting a Cisco Unity Demonstration System to a Standard System

Cisco Unity Documentation

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Release Notes for Cisco Unity Release 3.0(2)


Revised October 4, 2001

These release notes describe upgrade instructions, new and changed support, new and changed functionality, limitations and restrictions, open and resolved caveats, and documentation updates for Cisco Unity Release 3.0(2).

Access the latest software upgrades for Cisco Unity on the Cisco Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity.

Contents

These release notes contain the following sections:

System Requirements, and Supported Hardware and Software

Determining the Software Version

Upgrading to Cisco Unity Version 3.0(2) from Version 3.0(1)

New and Changed Support

New and Changed Functionality

Installation Notes

Limitations and Restrictions

Caveats

Documentation Updates

Troubleshooting

Cisco Unity Demonstration System

Cisco Unity Documentation

Obtaining Documentation

Obtaining Technical Assistance

System Requirements, and Supported Hardware and Software

Refer to Cisco Unity System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/index.htm.

Preventing and Recovering from the Nimda Virus

Refer to Cisco Unity: Interim Process for Preventing and Recovering from the Nimda Virus at http://www.cisco.com/warp/public/788/AVVID/nimda_fix_unity.html.

Supported Product Combinations for Cisco Unity, the AV-Cisco TSP, and Cisco CallManager

Cisco Unity version 3.0(2) has been qualified for the following product combinations with the AV-Cisco TSP and Cisco CallManager:

Table 1 Qualified Product Combinations

Cisco Unity
AV-Cisco TSP
Cisco CallManager

3.0(2)

3.0(2)

3.1(2)

3.0(2)

3.0(2)

3.1(1)

3.0(2)

1.0(0.39)

3.0(11)


For the most current list of all qualified product combinations of Cisco Unity, the AV-Cisco TSP, and Cisco CallManager—including combinations qualified since the release of Cisco Unity version 3.0(2)—refer to Cisco Unity System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/30_sysrq.htm.

Determining the Software Version

To determine the Cisco Unity version in use


Step 1 Browse to the CommServer directory.

Step 2 Right-click the AvCsMgr.exe file, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version. The Cisco Unity version number is displayed in the Value window.


To determine the AV-Cisco TSP version in use


Step 1 Browse to the WinNT\System32 directory.

Step 2 Right-click the Avskinny.tsp file, and click Properties.

Step 3 In the Properties window, click the Version tab. The AV-Cisco TSP version number is displayed in the File Version setting.


Upgrading to Cisco Unity Version 3.0(2) from Version 3.0(1)

Use a computer with a high-speed Internet connection to download the self-extracting patch file for Cisco Unity version 3.0(2) from the Software Center website.

To upgrade to version 3.0(2), you update the original Cisco Unity version 3.0(1) compact disc images with the Cspatch executable file. You can then make new compact discs to install the upgrade or install directly from updated disc images on the Cisco Unity server. If you plan to make new compact discs, use a computer with a read/write CD-ROM drive to do the following two procedures. Otherwise, do them on the Cisco Unity server.

Alternatively, you can download the five full Cisco Unity 3.0(2) compact disc images from the Software Center website (available after October 15, 2001) and install the upgrade from those disc images. The disc images contain only Cisco Unity. They do not contain any third-party software. The third-party software and an activation code (which is provided through the regular upgrade order process) are required to do an upgrade.

For information on upgrading from Cisco Unity version 2.x, refer to both of the following sources:

The "Upgrading the Cisco Unity System from Version 2.x to 3.0" chapter of the Cisco Unity Installation Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/inst/index.htm.

Supplemental Information on Upgrading from Cisco Unity 2.x to 3.0 on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/2x_30sup.htm.

To download the Cisco Unity version 3.0(2) self-extracting patch file


Step 1 Confirm that the computer you are using to download the patch file has at least 50 MB of hard disk space available.

Step 2 Go to the Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity, and download the file CiscoUnity3.0(2)PatchFrom3.0(1).exe.

Step 3 Double-click CiscoUnity3.0(2)PatchFrom3.0(1).exe. Files are extracted to the directory CiscoUnity3.0(2)PatchFrom3.0(1), with subdirectories CD1, CD2, CD3, CD4, and CD5.

Step 4 Delete the CiscoUnity3.0(2)PatchFrom3.0(1).exe file to free up disk space.


To upgrade to Cisco Unity version 3.0(2) from version 3.0(1)


Step 1 If you downloaded the Cisco Unity 3.0(2) self-extracting patch file, copy Cisco Unity 3.0(1) Discs 1 through 5 to the location of your choice. Each 3.0(1) disc image must be in its own directory.

If you downloaded the five full Cisco Unity 3.0(2) compact disc images, skip to Step 7.

Step 2 Browse to a CD<N> subdirectory in the CiscoUnity3.0(2)PatchFrom3.0(1) directory, and double-click Cspatch.exe.

Step 3 In the Patch window, choose the language in which you want to see the Cspatch.exe information.

Step 4 Follow the on-screen prompts. The patch may take several minutes. If you see the message "The patch succeeded," continue with Step 5.

If the patch process fails or is canceled, the 3.0(1) Cisco Unity Disc <N> images that you made in Step 1 are restored to their original state. Correct any problems, and begin again with Step 2.

Step 5 If you plan to install the 3.0(2) upgrade from new compact discs, create a 3.0(2) Cisco Unity Disc <N> with the updated image.

Step 6 Repeat Steps 2 through 5 for each of the remaining four Cisco Unity 3.0(1) disc images. All five Cisco Unity 3.0(1) disc images must be updated before proceeding to the next step.

Step 7 On the Cisco Unity server, log on to Windows by using an account that has the necessary rights.

Step 8 If you created new compact discs, insert the 3.0(2) Cisco Unity Disc 1 in the CD-ROM drive.

Otherwise, browse to the location of the updated Cisco Unity Disc 1 image.

Step 9 Browse to the root directory, and double-click Setup.exe.

Step 10 Refer to the "Installing Cisco Unity Software" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide: Do Steps 4 through 16 of the procedure "To run Cisco Unity Setup." Note that Step 5 also applies to upgrades from version 3.0(1) to 3.0(2).

The Cisco Unity Installation Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/inst/index.htm.


New and Changed Support

New and Changed Support—Release 3.0(2)

Cisco Unity Compact Disc Images Available on the Software Center Website

If software is lost or a compact disc gets broken, the five full compact disc images for Cisco Unity 3.0(2) are available for download (after October 15, 2001) on the Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity. The disc images contain only Cisco Unity. They do not contain any third-party software. The third-party software and an activation code (which is provided through the regular upgrade order process) are required to do an upgrade.

Dual NICs

Cisco Unity is qualified for dual network interface cards (NIC) configured in adaptive fault-tolerant mode. The recommended configuration is one NIC designated as primary and the other as secondary, with a single IP address (the NICs do not have individual IP addresses) and both cards connected to the same network.

Exchange 2000 Enterprise Server

Microsoft Exchange 2000 Enterprise Server is supported on the Cisco Unity server, for a U.S. English system only.

Service Packs Qualified by the Cisco Unity Quality Assurance Department

The following Microsoft Service Packs have been qualified by the Cisco Unity Quality Assurance department for use with Cisco Unity version 3.0(2):

Microsoft SQL Server 2000 Service Pack 1, available on the Downloads page of the Microsoft SQL Server website.

Microsoft Data Access Components (MDAC) 2.6 Service Pack 1, available on the MDAC 2.6 Service Pack 1 Downloads page of the Microsoft website. (The service pack contains the same version of the MDAC components that are installed by SQL Server 2000 Service Pack 1.)

Windows 2000 Server

Localized versions of Microsoft Windows 2000 Server—in Japanese, French, German, Colombian Spanish, and Chinese—are supported.

Windows 2000 Advanced Server

Microsoft Windows 2000 Advanced Server is supported with installation of Service Pack 2, for a U.S. English system only.

New and Changed Support—Release 3.0(1)

ActiveFax Removed

ActiveFax was removed from Cisco Unity, as was the default Unaddressed Fax Messages public distribution list.

For a list of supported fax server software, refer to Cisco Unity System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/index.htm.

Additional RealSpeak TTS languages

RealSpeak text-to-speech (TTS) engines have been qualified with Cisco Unity for U.S. English, French, German, Spanish, and U.K. English.

To use TTS languages, your organization must have purchased text-to-speech e-mail licenses and installed the applicable languages. Refer to the "Installing Languages" section in the "Multiple Languages" chapter of the Cisco Unity System Administration Guide for information about customizing language settings for individual Cisco Unity components.

Typically, any phone language that you install can also be used as the TTS language with the following exceptions:

If you install Australian or New Zealand English during Cisco Unity Setup, you also need to install U.S. English to serve as the default TTS language.

If you install Colombian Spanish during Cisco Unity Setup, you also need to install European Spanish to serve as the default TTS language.

There is no applicable TTS language available for Norwegian.

If you have not yet installed the language(s) you need for text to speech, refer to the "Adding Languages" section in the "Upgrading a Cisco Unity 3.0 System" chapter of the Cisco Unity Installation Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/inst/index.htm.

AMIS

Support has been added for the AMIS analog protocol, allowing Cisco Unity to exchange voice messages with other AMIS-compliant voice messaging systems, such as Octel 250, Octel 350, Octel 100, Siemens PhoneMail, and Active Voice Repartee. OctelNet is not supported with Cisco Unity version 3.0(1). For information, refer to the "AMIS" and "Reports" chapters of the Cisco Unity System Administration Guide.

Integration for Cisco CallManager 3.1(1) and later

Cisco Unity can be integrated with Cisco CallManager version 3.1(1) and later.

Multiple Cisco CallManager Clusters

Cisco Unity can service multiple clusters of Cisco CallManager version 3.1(1) and later.

Multiple Extensions

Cisco Unity allows multiple IDs to be associated with each subscriber, supporting multiple line appearances and phone numbers that vary in length at different locations.

Simultaneous TTS sessions

Up to six concurrent sessions of either RealSpeak or TTS3000 are supported on a 48-port system.

Users Homed on an Exchange 2000 Cluster

Supported Cisco Unity configurations include users homed on an Exchange 2000 cluster. While this does not provide failover, it does protect Cisco Unity from Exchange failures, which helps increase the reliability and availability of the overall system.

At this time, Cisco Unity cannot be installed inside an Exchange 2000 cluster, and Exchange 5.5 clustering is not supported.

Traditional Phone System Integrations

The circuit-switched phone system integrations listed in Cisco Unity System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/index.htm are supported with Cisco Unity. The integrations are also qualified for a dual phone system integration with Cisco CallManager.

Windows 2000 Server Mixed Mode and Native Mode Authentication

Windows 2000 Server in mixed mode authentication is the default operating system for all Cisco Unity version 3.0 configurations. Support is provided for both mixed mode and native mode.

Windows NT versions 4.0 and earlier are not supported with Cisco Unity version 3.0.

New and Changed Functionality

New and Changed Functionality—Release 3.0(2)

Cisco Unity Version 3.0(x) G.729a Prompts

G.711 system prompts—for use with the G.711 codec—are the default system prompts for Cisco Unity. For systems using the G.729a codec, Cisco Unity G.729a system prompts can be downloaded from the Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity. G.729a system prompts are available in all supported languages.

See the "G.711 and G.729a Codec Deployment" section for information on:

Using the G.729a and G.711 codecs.

Setting up Cisco Unity to use the G.729a codec.

Troubleshooting when a caller hears the reorder tone or dead air shortly after Cisco Unity startup.

No Limit on Private List Membership

Private lists can contain an unlimited number of members.

New and Changed Functionality—Release 3.0(1)

Additional Cisco Branding

Cisco Unity branding is more consistent with other Cisco products.

Automated Attendant and Directory Assistance Transfers

Transfers from the automated attendant and directory assistance have been enhanced for configurations where two or more Cisco Unity servers are connected to a single, corporate-wide directory in which the Cisco Unity servers are integrated with a networked phone system.

By adding the Cisco Unity servers to a dialing domain, callers who reach the opening greeting of your organization can dial the extension of any subscriber or look up any subscriber in directory assistance; the call is transferred regardless of which Cisco Unity server in the dialing domain the subscriber is associated with. However, in some cases, call transfer settings will be unavailable.

For information, see the "Automated attendant transfers to networked Cisco Unity servers" section. Also refer to the following sections in the Cisco Unity System Administration Guide: "With a Single Directory" in the "Digital Networking" chapter, and "Directory Handler Search Options Settings" in the "Directory Handler Settings" chapter.

Cisco Unity URLs

Use the following URLs to access the Cisco Unity Administrator and the ActiveAssistant:

http://<server name>/web/sa

To access the Cisco Unity Administrator.

http://<server name>/web/aa

To access the ActiveAssistant.


Directory Handler Search Options

Cisco Unity allows two choices for directory handler searches:

Local Cisco Unity
Server Only

Restricts directory handler searches to subscribers associated with the Cisco Unity that the caller dialed.

Dialing Domain

Expands directory handler searches to include subscribers associated with other Cisco Unity servers within a dialing domain.


For information, refer to the "Directory Handler Search Options Settings" section in the "Directory Handler Settings" chapter of the Cisco Unity System Administration Guide.

Event Notification Utility

The Cisco Unity Event Notification utility is enabled by default.

Exchange 2000 Connector

Cisco Unity uses Exchange 2000 Server as the backbone of its digital networking, message storage, and corporate directory. This includes the Active Directory connector to synchronize directory information with the SQL database.

Exchange 2000 is the default shipping platform; however, customers have the option to order systems with either Exchange 2000 or Exchange Server 5.5.

Exchange 5.5 Connector

The Exchange 5.5 connector provides a synchronization mechanism between the SQL database and the Exchange 5.5 directory. Adds, moves, and changes are replicated between Cisco Unity and the Exchange directory, allowing single administration of users.

Exchange 2000 and Exchange 5.5 Circular Logging

Circular logging is off by default in Exchange 2000, and it is on by default in Exchange 5.5.

When circular logging is on, the disk drive does not fill up with logs. However, once the log cycles, changes that were overwritten cannot be recovered.

When circular logging is off, better disaster recovery is possible, if managed correctly. However, if the Exchange information is not periodically backed up, the logs will continue to grow until the disk drive is full. A full disk drive can cause serious system performance problems.

For more information, refer to the article "XADM: How Circular Logging Affects the Use of Transaction Logs" (article ID Q147524) on the Microsoft Product Support Services website.

Extension Remapping

Cisco Unity provides the ability to convert the calling numbers and forwarding numbers of calls that it handles to the extensions of your choice. The feature is useful when the phone system cannot map multiple extension numbers on a subscriber phone to a single Inbox. The feature is qualified for supported Cisco CallManager, NEC, Avaya, and Nortel integrations.

For information, refer to the appendix "Remapping Extension Numbers" in the Cisco Unity integration guide for your phone system.

Generate Reports from Persistent Database

The first phase of the reports re-architecture contains performance improvements that allow Cisco Unity to provide two types of reports:

Log-based

Data included in log-based reports reflects the activity of a particular Cisco Unity entity or event over a period of time. Cisco Unity automatically gathers and stores data that is used in log-based reports every 30 minutes. You specify how long Cisco Unity stores the data in the Cleanup Interval for Logger Data Files field on the System > Configuration > Settings page in the Cisco Unity Administrator. For example, if you set the field to 3, a log-based report will reflect activity for the last three days, even if you specified more than three days in the time range for the report.

Snapshot

Data included in snapshot reports reflects the status of a particular Cisco Unity entity at the time you generate a report. You do not specify a time range for a snapshot report. For large systems, snapshot reports may take a significant amount of time to generate.

Installer Account

You may install Cisco Unity by using any account with the applicable Windows and Exchange rights and permissions. When the installation process is complete, the account that you used to install Cisco Unity is automatically given proper security rights to access the Cisco Unity Administrator. The purpose of the installer access rights is to allow you to create new Cisco Unity subscribers for initial setup, including subscribers who will administer Cisco Unity. See the "Choosing the Windows Account Used for Installing Cisco Unity" section.

Location Addressing Option Settings

The Location Addressing Option settings in the Cisco Unity Administrator allow you to select the scope of the search performed when Cisco Unity looks for a matching subscriber or presents a list of subscribers, as in the following situations:

When a subscriber uses the phone to address a message by number or by spelled name.

When a subscriber uses the phone or the ActiveAssistant to change the members of a private list.

When an administrator uses the Cisco Unity Administrator to change the members of a private list or a public distribution list.

For information, refer to the "Location Addressing Option Settings" section in the "Network Settings" chapter of the Cisco Unity System Administration Guide.

MIU Factoring

This architectural change allows Cisco Unity to be extended to other call-control and media-streaming protocols, such as SIP, RTP, and H.323. MIU factoring also provides more rapid response time for IP and traditional phone system integrations.

Performance Enhancements

Cisco Unity enhancements reduce performance bottlenecks in logging and core services.

Pre-MTA Queue

This change allows Cisco Unity to take voice messages while the e-mail system or network is off line. It also allows subscribers basic access to their voice messages while the e-mail system is off line.

Process Factoring

With some exceptions, Cisco Unity has been a single process with multiple threads. Failure in any area required a restart of the entire application. Process factoring begins the effort to allow Cisco Unity to run as a coherent collection of processes, each of which can be maintained separately.

With the Cisco Unity 3.0(1) release, each process has its own LogMgr and writes its own diagnostic log file. MaestroTools continues to provide direction for all logging, including instructions to each instance of LogMgr to cycle logs when the logs exceed their allowed size.

SQL Database Directory Synchronization

Cisco Unity directory information is synchronized with the existing Active Directory or Exchange 5.5 directory by using Cisco Unity connectors. Cisco Unity supports a Global Address List (GAL) of 100,000 users while maintaining current performance levels of the telephone user interface (TUI) in a networked configuration. This allows installations where the GAL is very large and Cisco Unity subscribers are a subset of the GAL.

TrimDisconnectTonesOnRecording Setting

The TrimDisconnectTonesOnRecording setting is located in the [Configuration] section of the phone system configuration .ini file.

TrimDisconnectTonesOnRecordings is set to 1 TRUE by default for all Mitel and Nortel integrations, and to 0 (zero) FALSE by default for all other configurations. Setting TrimDisconnectTonesOnRecordings to 1 causes it to be TRUE, and trimming occurs. This also requires a valid Switch Disconnect Tone in the phone system configuration .ini file.

If a Cisco Unity system has been upgraded from an earlier version and is using an older phone system configuration .ini file, the TrimDisconnectTonesOnRecordings setting may need to be added manually. In the Mitel and Nortel phone system configuration files, the definitions for Switch Disconnect Tone and CO Disconnect Tone are predefined.

Refer to the Cisco Unity integration guide for your phone system for the applicable settings.

Voice Networking and Dialing Plans

Cisco Unity provides dialing domains and alternate extensions, which are primarily useful in organizations with two or more Cisco Unity servers connected to a single, corporate-wide directory. With these enhancements, the number that a subscriber dials when addressing a message to a subscriber associated with another Cisco Unity server is the same number the subscriber uses when calling. For information, refer to the "With a Single Directory" section in the "Digital Networking" chapter of the Cisco Unity System Administration Guide.

Alternate extensions also have other purposes beyond their use in Digital Networking, such as handling multiple line appearances on subscriber phones. For information, refer to the "Subscriber Alternate Extension Settings" section in the "Subscriber Settings" chapter of the Cisco Unity System Administration Guide.

Installation Notes

Choosing the Windows Account Used for Installing Cisco Unity

The local system account owns most Cisco Unity services. The Windows account with which you log on to install Cisco Unity owns the rest. Changing the owner or the password for each of the Cisco Unity services is time consuming, so choose an account that you do not intend to change regularly. You may even want to create an account whose sole purpose is to be the owner of the Cisco Unity services.

The following table lists Cisco Unity services and the account that owns each.

Table 2 Cisco Unity Services and Owner Accounts

Service
Owner Account

AvCsMgr

Local system account

AvCsGateway

Local system account

AvDirChangeWriter

Local system account

AvDSAD (Exchange 2000 only)

The account used to install Cisco Unity

AVDSEx55 (Exchange 5.5 only)

The account used to install Cisco Unity

AvDSGlobalCatalog

The account used to install Cisco Unity

AvGaenSvr

Local system account

AvRepDirSvrSvc

Local system account

AvUMRSyncSvr

Local system account


Cisco Unity Setup creates a number of Cisco Unity objects in Active Directory and in Exchange, so the account with which you log on must have proper security access to perform the necessary operations.

You can use the same account to install Cisco Unity as you use to install Exchange on the Cisco Unity server.

If you are installing more than one Cisco Unity server in a site, you can use the same account to install Cisco Unity software on all of them.

Active Directory Permissions Required

The account with which you log on to Windows must:

Be a member of the Local Administrators group on the Cisco Unity server.

Have read permissions at the domain container level in each domain, if the Cisco Unity server will service more than one domain. (If the account is a member of the Enterprise Admins group, this permission is unnecessary.)

User Rights Required

The account with which you log on to Windows to connect to the directory must:

Have the right to act as part of the operating system.

Have the right to log on as a service.

Exchange Permissions Required If the Organization Contains Only Exchange 2000 Servers

The account must have Full Exchange Administrator rights at the organization level. Delegate control by using the Exchange System Manager.

Add the Cisco Unity server to the Exchange Domain Servers group in the domain in which the Cisco Unity server is being installed. This gives the Cisco Unity server permission to act as an Exchange server.

If you installed Exchange on the Cisco Unity server and used the same account that you used to install Exchange on other servers, the account already has this permission.

Either add the account to the Enterprise Administrators group or grant the permissions listed in the "Active Directory Permissions Required If the Account Is Not a Member of the Enterprise Administrators Group" section. (Accounts used to administer Cisco Unity do not require this permission.)

Exchange Permissions Required If the Organization Contains Only Exchange 5.5 Servers

If you installed Exchange on the Cisco Unity server by using a different account than you used to install Exchange on other servers, confirm that the account has Service Account Admin permissions for the site and the configuration container into which Cisco Unity is being installed. Add the permissions from an Exchange server in the site that the Cisco Unity server will be joining.

During installation, the account can be a member of the Domain Admins group. Domain Admin rights ensure that Cisco Unity Setup can create default users during installation.

To accommodate customers' security concerns, this permission is no longer strictly required. Without the permission, you cannot use the Cisco Unity Administrator to create Cisco Unity subscribers and, therefore, Exchange mailboxes and Windows accounts. However, you can add Internet subscribers from Cisco Unity (which do not require Exchange mailboxes or Windows accounts), and you can still import subscribers from Exchange.


Caution If the account used to install Cisco Unity is not a member of the Domain Admins group, you cannot create subscriber accounts by using the Cisco Unity Administrator. Instead, you must import subscribers from Exchange or from a comma-delimited text file.

Exchange Permissions Required If the Organization Contains Both Exchange 2000 and Exchange 5.5 Servers

The account must have Exchange 2000 Full Exchange Administrator rights at the organization level. Delegate control by using the Exchange System Manager.

If the Cisco Unity server will service more than one domain, the account must have read permissions at the domain container level in each domain.

If you want both Exchange 2000 and Exchange 5.5 users to be Cisco Unity subscribers:

Grant Service Account Admin permissions to the Exchange Domain Servers group for the Exchange 5.5 site and configuration containers.

If the Cisco Unity server is not already in the Exchange Domain Servers group in the domain in which the Cisco Unity server is installed, add it to that group. This gives the Cisco Unity server permission to act as an Exchange server.

Either add the account to the Enterprise Administrators group or add the rights listed in the "Active Directory Permissions Required If the Account Is Not a Member of the Enterprise Administrators Group" section. (Accounts used to administer Cisco Unity do not require this permission.)

Active Directory Permissions Required If the Account Is Not a Member of the Enterprise Administrators Group

If you prefer that the account used to connect to the directory have the minimum permissions possible (instead of being a member of the Enterprise Administrators group), grant the account the following permissions:

In the domain container that contains the Cisco Unity server, do one of the following:

Grant the account permission to create Container objects. Use ADSI Edit.

Using another account, at the root of the domain, create a container named Unity. Within the Unity container, create a container named Locations. Use ADSI Edit.

If you created Unity and Locations containers manually, in the Locations container, grant the account permission to create, read, and write the object CiscoECSBUUMLocation. (If this object does not exist, you have not updated the Active Directory schema.) Use Active Directory Users and Computers.

By default, Cisco Unity subscribers and distribution groups (also known as distribution lists) are created in the Active Directory Users container. If you want to use this folder for subscribers and distribution lists, grant the account permissions to create, read, and write the User and Group objects in that container. Use Active Directory Users and Computers.

If you created custom organizational units or you want to choose another location for subscribers, distribution lists, or both, grant the account the same permissions in the custom organization units.

Downgrading from SQL Server 2000 to MSDE 2000 on an Existing Cisco Unity 3.0 System

Licensing for Cisco Unity version 3.0 requires that you install Microsoft SQL Server 2000 Desktop Engine (MSDE 2000) on systems with 16 ports or fewer. If you installed Microsoft SQL Server 2000 Standard Edition on a system with 16 ports or fewer, you need to downgrade to MSDE 2000 before Cisco TAC will provide support for the system.

To downgrade from SQL Server 2000 to MSDE 2000


Step 1 Back up the UnityDB database by using Microsoft SQL Server Enterprise Manager.

Step 2 Uninstall SQL Server 2000 by using the Add/Remove Programs control panel.

Step 3 Restart the Cisco Unity server.

Install MSDE 2000 and Enterprise Manager by doing the two MSDE 2000 procedures in the "Installing SQL Server 2000 or MSDE 2000" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide. (The Cisco Unity Installation Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/inst.)

Step 4 Restart the Cisco Unity server.

Step 5 Using Enterprise Manager, restore the database that you backed up in Step 1.

Step 6 Restart the Cisco Unity server.

Installing Outlook 2000

Microsoft Outlook 2000 is incompatible with Exchange 5.5 and Exchange 2000. Outlook 2000 and Exchange should not be installed together on the Cisco Unity server. For more information, see the "Installing Outlook 2000: Cisco Unity Installation Guide" section under "Documentation Updates: Errors."

Problems Setting Up the Internet Voice Connector for Exchange 2000

While setting up the Internet Voice Connector for Exchange 2000, you may encounter the following problems after running the Internet Voice Connector installation program:

As you create an instance of the Internet Voice Connector in Exchange System Manager, "Exchange 2000 Voice Gateway" does not exist as a choice when you right-click Connectors and choose New.

As you create an address space for the Exchange 2000 Voice Gateway in Exchange System Manager, when you right-click the Voice Gateway instance and select Properties, the error message "Snap-in designer runtime error: 0x800A0153" is displayed.

A possible cause for both problems is that the Internet Voice Connector installation program failed to register the dynamic-link libraries (DLLs) and ActiveX controls in the registry that are needed to set up the Exchange 2000 Voice Gateway.

Run <Exchange Dir>\VoiceGateway\bin\other\registerAll.bat to register the DLLs and ActiveX controls.

Installing an External Modem on a Cisco MCS-7835

Do the following procedure for a Cisco Unity system installed on a Cisco MCS-7835. An external modem requires a serial port connection. U.S. Robotics modems are recommended.

To install an external modem on a Cisco MCS-7835


Step 1 Exit the Cisco Unity software, if it is running, and shut down the server.

Step 2 Connect the modem to an available COM port on the Cisco Unity server.

Step 3 Connect a phone line from the Telco phone jack on the modem to a public phone line.

Step 4 Plug the modem's power connector into a wall outlet, and turn on the modem.

Step 5 Turn on the Cisco Unity server.

Step 6 Follow the manufacturer instructions to configure the modem. Include the following values:

Auto Answer

First ring

Carrier Detect

Normal

Data Terminal Ready

Normal


Step 7 When you are finished configuring the modem, confirm that the LED status indicators for the following functions are lit: Auto Answer, Clear to Send, and Data Terminal Ready.


Limitations and Restrictions

Multiple Cisco Unity Servers Integrated with a Networked Phone System

The following limitations exist when more than one Cisco Unity server is integrated with a networked phone system. (On a networked phone system, subscribers can dial an extension rather than a full phone number when they call someone who is at another location on the phone network.)

Automated attendant transfers to networked Cisco Unity servers

When setting up Digital Networking to work with a single, corporate-wide directory and networked phone system, the default settings for the automated attendant allow transfers only to subscribers associated with the local Cisco Unity server.

If you want to set up the automated attendant so that callers can be transferred to subscribers associated with multiple Cisco Unity servers in the same dialing domain, refer to the "With a Single Directory" section in the "Digital Networking" chapter of the Cisco Unity System Administration Guide.

Call transfer settings unavailable

When calls are transferred from the automated attendant or directory assistance to subscribers not associated with the local server, the transfers are automatically handled by the phone system (release to switch)—rather than by Cisco Unity (supervised transfer)—even if these subscribers are set up for supervised transfers. Call screening, call holding, and announce features are not available on these calls.

For information, refer to the following sections in the Cisco Unity System Administration Guide: "With a Single Directory" in the "Digital Networking" chapter, and "Directory Handler Search Options Settings" in the "Directory Handler Settings" chapter.

Subscriber ID unavailable

When a subscriber calls another subscriber who is associated with a different Cisco Unity server, and if the call is forwarded to voice mail, Cisco Unity cannot identify who left the message. Instead, the message is handled as though it came from an unidentified caller.

Windows Terminal Services

For information, refer to the Technical Tips website at http://www.cisco.com/warp/customer/788/AVVID/vmum.shtml.

Caveats

This section describes only severity 1 and 2 caveats.

If you have an account with Cisco.com, you can use Bug Navigator II to find caveats of any severity for any release. Bug Navigator II is available at the website http://www.cisco.com/support/bugtools/bugtool.shtml.

Open Caveats—Release 3.0(2)

Table 3 lists possible unexpected behaviors by Cisco Unity 3.0(2).

Table 3 Cisco Unity Release 3.0(2) Open Caveats

Caveat Number
Description

CSCae05929

Subscribers cannot listen to some new voice messages after the system clock has been updated.

After the system clock has been reset backward, messages with a time stamp between the updated time and the former time are no longer accessible by phone.

Workarounds

Access voice messages by using ViewMail® for Microsoft Outlook.

Change the system clock again to access the messages:

1. Set the system clock to the former time.

2. Listen to messages.

3. Reset the system clock to the correct time.

CSCae08063

When loading the Microsoft Outlook "Outlook Today" view, the following error message appears: "The add in C:\Programfiles\Viewmail\TFXEXT32.DLL could not be installed or loaded."

This happens on a client system with Windows 2000 and Outlook 2000. This is a multithreading race condition that appears only when the Outlook Today page contains two Outlook View Controls.

Workaround

Remove one of the Outlook View Controls.

CSCae08096

The fail-safe prompt "The system is not available to process your call, please try again later" is heard when Cisco Unity is called, and an AvPhraseServer_MC error is logged in the Application event log.

This problem has been seen in Cisco Unity versions 2.4(6) and 3.0(1), and is due to the AvPhraseServerSvr.dll not being registered properly.

Workaround

1. At a command prompt, go to the CommServer\Components directory.

2. Type regsvr32 AvPhraseServerSvr.dll, and press Enter.

CSCdu61260

The Inetinfo service leaks memory and fails under load test.

The load test was done with 20 ActiveAssistant sessions open and running continuously.

Workaround

Restart the InetInfo service.

CSCdu79738

Blind addressing proxy addresses are not visible from Active Directory properties.

When the Cisco Unity Internet Voice Connector (IVC) is used, a system administrator must run the Extension Address utility to create the two needed proxy e-mail addresses for existing subscribers. The two proxy addresses are type VOICE and SMTP in the format DialID_Extension@domain. (For example, if a subscriber is homed in a location with Dial ID 206, has extension 1001, and receives e-mail at domain Cisco.com, then the two proxy addresses would appear as 206_1001@Cisco.com.)

Workaround

To view and edit the proxy addresses, use the Active Directory Services Interface Editor (ADSIEdit) and view the property OtherMailbox. ADSIEdit is a Windows 2000 tool available on the Windows compact disc. It is generally not installed by default with a Windows 2000 installation.

CSCdu84856

Cisco Unity fails to start after removing the Exchange 5.5 connector and replacing it with the Exchange 2000 connector. This occurs on Cisco Unity systems without Exchange installed on the Cisco Unity server, when Cisco Unity is disconnected from an off-box Exchange 5.5 server and reconnected to an off-box Exchange 2000 server.

Workarounds

Use the following workaround for Cisco Unity version 3.0(2) or later:

In environments with an Active Directory connector (the environment has both Exchange 5.5 and Exchange 2000 servers), the removal of the Exchange 5.5 connector is not complete. After uninstalling and before connecting to an Exchange 2000 server, confirm that the Cisco Unity System Profile has been deleted from Active Directory. If the profile is not deleted from Active Directory, a mailbox will not be created for the Cisco Unity System Profile when Configuration Setup is run and Cisco Unity will not start.

Use the following workaround for Cisco Unity version 3.0(1):

1. Open Active Directory Users and Computers.

2. Delete any references to the Unity_<servername> account—including both enabled and disabled accounts. Also delete the mailbox. (There may be multiple copies, depending on how the Active Directory Connector is configured.)

3. Wait for the changes to replicate, or force replication.

4. Open the Mail control panel, and delete the Cisco Unity System Profile. (Continued)

 

5. Run Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

6. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

7. Set the following keys to the name of the Exchange 2000 server to which you are connecting Cisco Unity:

HKEY_LOCAL_MACHINE/Software/Active Voice/Doh/1.00/
Mail Server Name

HKEY_LOCAL_MACHINE/Software/Active Voice/MalEx/
1.0/ServerName

8. Delete the key

HKEY_USER/.DEFAULT/Software/Microsoft/WindowsNT/CurrentVersion/
Windows messaging system/Profiles/Unity System Profile.

9. Run Configuration Setup again, and choose the same options you did before. The services will fail to start.

10. Send an e-mail to the Unity_<servername> account by using an e-mail client.

11. From the command line, run
regsvr32 c:\commserver\components\AvIDCADSvr.dll

12. Restart the Cisco Unity server. Cisco Unity should start.

CSCdv10850

In an environment that has Windows NT and Windows 2000 domains, Cisco Unity subscribers who authenticate through their Windows NT domain are unable to access their ActiveAssistant pages or to use ViewMail.

Workaround

Use the GrantUnityAccess command line utility on Cisco Unity Disc 1 to associate the Windows NT account with the corresponding Cisco Unity subscriber.

CSCdv20412

Subscribers are unable to listen to messages when the domain controller in a domain goes down.

After the authentication, there is a pause for about 2 minutes and Cisco Unity informs subscribers that they have <n> messages. After pressing 1 to listen to the messages, there is another long pause and the call is disconnected.

CSCdv20501

Cisco Unity does not start and lists errors in the system log: "DCOM error. The service did not start due to logon failure..."

This happens when the password for the account Unity_<Server Name> has expired, and Cisco Unity services are running under the account.

Workaround

Reset the password for the Unity_<Server Name> account, modify the password for the services, and check the Password Never Expires check box for the account in the Cisco Unity Administrator.

CSCdv37418

When connecting Cisco Unity to the directory, the password for the installation account is not accepted. The problem occurs only with Cisco Unity version 3.0.

Workaround

Give the rights Act as Part of the Operating System and Log On as a Service on the Cisco Unity server to the installation account. The Cisco Unity server may need to be restarted for the changes to take effect.


Resolved Caveats—Release 3.0(2)

Table 4 Cisco Unity Release 3.0(2) Resolved Caveats

Caveat Number
Description

CSCdu15980

CSCdu69931

The fail-safe conversation is heard after a subscriber calls into Cisco Unity to check messages. The event log error is: HrGetServerDn method is failing.

CSCdu20085

Exiting the software by using the Cisco Unity icon in the status area of the taskbar does not always stop all Cisco Unity services.

CSCdu61308

AvDSAD service leaks memory when under heavy load test.

CSCdu66683

Private lists are limited to 25 members.

The 25-member limit was imposed due to size constraints in Exchange 5.5. Because the private lists are now in SQL, there is no need to impose the limit.

CSCdu67727

When a message of type VOICE is created from Outlook by addressing a ViewMail message to [VOICE:(address)] and it is submitted to the Exchange 2000 voice gateway, the message gets stuck in the MTS-OUT queue.

CSCdu75854

Running Configuration Setup once successfully, then running it again and selecting different containers in which to create users causes problems.

In follow-up testing, the problem was seen only when an entirely different domain for the users was selected. This caused creation of users by using the Cisco Unity Administrator (and likely the CSV Import) to fail.

CSCdu86602

The Cisco Unity Administrator Import window Alias search does not actually search on Alias. It appears to search on the User Name field.

CSCdu86905

Exchange 5.5 users hear the fail-safe conversation when they log on to Cisco Unity by using the telephone user interface (TUI).

This happens when a one-way connection agreement is used to replicate Exchange information from Exchange 5.5 to Windows 2000.

CSCdv04296

Cisco Unity loses access to SQL under a heavy load on a large-port system, or after importing a large database into Cisco Unity 3.0 running on Exchange 2000, then adding a subscriber by using the Cisco Unity Administrator.

The following conditions can result:

Calls to all Cisco Unity ports immediately receive the fail-safe conversation.

Error message logged in the Application event viewer: [Port] Failed attempting to load database object for application [PHTransfer] specified in routing table rule [3].

SQL tools fail to run.

DohPropTest.exe does not display any system information.

To activate the fix

Apply Microsoft Data Access Components 2.6 Service Pack 1 to the Cisco Unity server. The service pack is available on the MDAC 2.6 Service Pack 1 Downloads page of the Microsoft website. (The service pack contains the same version of the MDAC components that are installed by SQL Server 2000 Service Pack 1.)

CSCdv05390

In a mixed messaging environment, Exchange 5.5 users hear the fail-safe conversation when they use the TUI to access their messages. This problem happens when a one-way connection agreement from Exchange 5.5 to Windows 2000 is used in Active Directory Connector (ADC) to synchronize Exchange 5.5 directory and Active Directory.

To activate the fix

Do this procedure on a Cisco Unity system version 3.0(2) or later.

1. Create a mailbox for the Cisco Unity System Profile in the Exchange 5.5 directory by using the Exchange 5.5 Administrator. There is no need to associate the mailbox with a Windows account.

2. ADC will replicate the mailbox created in Step 1 to the Active Directory as a disabled account.

3. Enable the account created in Step 2 in Active Directory, reset the password, and move the mailbox to the Exchange 2000 server that was chosen when Cisco Unity was connected to the directory (Configuration Setup) during installation.

4. Make the account a member of the Administrators Group and the Exchange Domain Servers Group in the Active Directory.

5. Make the account a Service Account Admin at the site and configuration levels in Exchange 5.5 by using the Exchange 5.5 Administrator.

6. Make the account a member of the Administrators group on the Cisco Unity server.

7. Make the account the Run As account for the AvCsGateway, AvCsMgr, AvGaenSvr, and AvUMRSynchSvr services. (Continued)

 

8. Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

9. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

10. Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\MALEx\1.0.

11. Modify the values of the following keys:

DisplayName—Set to the display name of the account that was replicated to Active Directory.

ServerName—Set to the name of the Exchange 2000 server on which the account mailbox resides.

MailboxDn—Set to the legachExchangeDn (Exchange 5.5 style distinguished name) of the account mailbox, in the format /O=<Org>/OU=<Site>/CN=Recipients/CN=<Alias>.

12. Restart the Cisco Unity server.

CSCdv06985

AvCsServices_MC:1095 event is not written to the Event Notification utility when Cisco Unity is terminated abnormally.

CSCdv11710

On the Cisco Unity Administrator Locations > Profile page, one of the Dialing domains is listed twice.

CSCdv11719

On the Cisco Unity Administrator Locations > Profile page, changes to the Dialing domain are occasionally not saved. When the page is refreshed, the Dialing domain reverts to the previous entry.

CSCdv13153

Subscribers deleted from one Cisco Unity server are unavailable for import into another Cisco Unity server.

CSCdv14316

Unable to add subscribers homed on a different Cisco Unity server to a private list.

CSCdv15767

The Exchange Voice Gateway 2000 installation fails and displays an error that it did not find MSVCP60.dll.

This happens on an Exchange 2000 server that does not have Cisco Unity on it.

CSCdv16897

When adding a public distribution list based on an existing distribution list (PDL), an "Unknown error" occurs. After the "Unknown error," the PDL appears in the search list. However, the PDL is corrupt and cannot have messages sent to it.

CSCdv17265

When a subscriber attempts to address a message to a newly created subscriber before all necessary replication of information is complete, Cisco Unity plays the prompt: "Subscriber's e-mail address is not found. Try again in a few minutes." If the new subscriber attempts to log on, the fail-safe conversation is reached. If the new subscriber attempts to log on again, the fail-safe conversation is reached and Cisco Unity shuts down. After restarting Cisco Unity, it quickly shuts down again and a restart of the system is necessary. The problem occurs only when Exchange 2000 SP1 is installed.

CSCdv17868

The opening greeting is heard on a direct dial of a call handler extension.

CSCdv18091

Messages are not delivered to recipients using blind addressing. This happens when users are created in custom organizational units instead of the Users container in Active Directory. The Exchange Voice Gateway looks for users only in the Users container.

CSCdv21070

The Cisco Unity 3.0 database import for version 2.4(6) upgrades is too slow.

Optimizations were made to the Import migration tool. A 2,500-user import should now take less than 12 hours.

CSCdv23105

AVP_REMOTE_ADDRESS is not replicated in GlobalSubscriber table. This is required for AMIS.

CSCdv26755

The outside caller account is deleted when restarting AvDSAD and AvDSGlobalCatalog.

CSCdv31748

On Exchange 5.5, users do not have access to the Cisco Unity Administrator or the ActiveAssistant after migrating from Cisco Unity version 2.x to 3.0.


Documentation Updates

Errors

This section lists errors in the current Cisco Unity documentation. The correct information will be incorporated in a future documentation release, or as otherwise noted.

Creating a Custom Mailbox Store: Help Reference in the Cisco Unity Installation Guide

In the "Creating Organizational Units and a Mailbox Store (Exchange 2000 Only)" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide, Release 3.0(1), you are referred to Active Directory Users and Computers Help for more information. This is incorrect. Instead, refer to Exchange 2000 Help.

Installing Outlook 2000: Cisco Unity Installation Guide

In the "Installing Other Software" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide, Release 3.0(1), you are instructed to install Outlook 2000 on the Cisco Unity server. This is incorrect. Outlook 2000 is incompatible with Exchange 5.5 and Exchange 2000.

Use the following instructions, depending on your situation. If you are:

Installing a component system

Do not install Outlook 2000 on the Cisco Unity server.

Installing a baseline system

Outlook 2000 is already installed on the Cisco Unity server. Uninstall it before you install Exchange, and do not reinstall Outlook 2000 on the Cisco Unity server.

Upgrading a system, and
reinstalling Exchange is required

First uninstall Outlook 2000, and do not reinstall it on the Cisco Unity server.

Upgrading a system without
reinstalling Exchange

You may leave Outlook 2000 on the Cisco Unity server.


Message Notification Page: Field Help in the Cisco Unity ActiveAssistant

On the Message Notification page, the Phone Number field does not accept the P and T characters, contrary to what the AA field Help indicates.

In the Call Screening page, the Yes, Ring Me at This Number field does not accept the P and T characters, contrary to what the AA field Help indicates.

Network Settings: Field Table in the Cisco Unity System Administration Guide

In the "Network Settings" chapter of the Cisco Unity System Administration Guide, Release 3.0(1), in the table that describes the fields on the Network > Location > Addressing Options page, the description of the field Play Location to Subscriber as Part of Search Results is incorrect.

The following information is correct:

Table 5 Network > Locations > Addressing Options Page

Field
Considerations

Play Location to Subscriber
as Part of Search Results (Not
applicable to blind addressing)

Check this box to allow subscribers to limit a search to a specific location. When checked, this setting allows subscribers to address a message in two steps. First subscribers select a particular location (either by spelling the name or by entering the Dial ID). If Cisco Unity finds a matching location, subscribers are prompted to select the extension for the recipient at that location (either by spelling the name or by entering the extension).

This option is useful when the numbers for extensions at different locations are of different lengths or are not unique.


Changes

This section lists changes to the current Cisco Unity documentation. The changed information will be incorporated in a future documentation release, or as otherwise noted.

Deleting Cisco Unity accounts

When you delete Cisco Unity accounts, delete them from the Cisco Unity Administrator before you delete the associated user accounts in Exchange or Windows. For more information, refer to the "About Deleting Subscriber Accounts" section in the "About Subscriber Accounts" chapter of the Cisco Unity System Administration Guide.

Do Not Use Kill av*.* to Stop Cisco Unity

In the past, some Cisco Unity documentation has said that you can stop Cisco Unity by entering kill av*.* at a command prompt. This does not stop all Cisco Unity services, and may cause problems with upgrades from Cisco Unity version 2.x to version 3.0. Instead, use the Cisco Unity tray icon in the status bar or use the Status Monitor to stop Cisco Unity.

Installation Checklist

For the most current information for the "Installation Checklist" that appears in the Cisco Unity Installation Guide, refer to Cisco Unity System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/index.htm.

Installing Cisco Unity No Longer Requires Enterprise Administrators Permissions

In the Cisco Unity Installation Guide, Release 3.0(1), the "Choosing the Windows Account Used for Installing Cisco Unity" section in the "Installing a Cisco Unity system" chapter says that if Exchange 2000 is installed on the Cisco Unity server and if the organization contains only Exchange 2000 servers, then the account used to connect to the directory must be a member of the Enterprise Administrators group. This is no longer true.

See the "Choosing the Windows Account Used for Installing Cisco Unity" section of the Release Notes.

Revised Cisco Unity Integration Guide for the Mitel SX-200 Phone System

In the Mitel SX-200 ONS DTMF Integration Guide, the section "Programming the Phone System" was revised to provide a workaround for a call-handling problem caused by the phone system when subscriber phones have the Do Not Disturb (DND) option turned on.

The integration guide was revised September 1, 2001, and is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/integuid/mitsx20/index.htm.

Omissions

This section lists new and additional information that is not included in the current Cisco Unity documentation. The new and additional information will be incorporated in a future documentation release, or as otherwise noted.

Exchange Must be Running to Install Cisco Unity

Before you do the second part of the Cisco Unity installation, connecting to the directory, confirm that Exchange is running. If Exchange is not running, connecting to the directory will fail.

G.711 and G.729a Codec Deployment

The region configuration settings in Cisco CallManager specify which codec is in use. The voice codec determines the type of compression and maximum amount of bandwidth used per call. Cisco Unity can communicate simultaneously with G.711 and G.729a by transcoding between media streams.

G.711 codec

The G.711 codec is designed for local area network (LAN) deployments of the Cisco AVVID solution. A system using G.711 has the following characteristics:

Cisco CallManager may set up branch office regions for G.729a support.

Cisco Unity stores messages in the G.711 format.

G.711 message storage uses 64 Kbps compression.

G.729a codec

The G.729a (also known as G.729 R8) codec is designed for IP wide area network (WAN) deployments of the Cisco AVVID solution, or deployments with less bandwidth available. G.729a allows the system administrator to dramatically reduce the space used by voice messages and greetings in the Exchange data store and local Outlook folders. The smaller size also reduces network traffic associated with transferring voice messages to and from subscriber workstations.

Text to speech (TTS) is also supported for G.729a.

A system using G.729a has the following characteristics:

Centralized Exchange farm.

Cisco Unity and Cisco CallManager are installed at every site and running G.729a.

Cisco Unity stores messages in the G.729a format.

G.729a message storage uses 8 Kbps compression.

The sound quality of G.729a recorded messages may be slightly decreased compared to the quality of G.711 recorded messages.

Setting Up the Cisco Unity System to Use the G.729a Codec

If the Cisco Unity system was not previously set up to use the G.729a codec (usually performed if needed during initial installation of the gateways and the Cisco CallManager integration), do the following procedure.

To set up the Cisco Unity system to use the G.729a codec


Step 1 Confirm that ViewMail version 3.0(0.192) or later has been installed on all client workstations.

When using ViewMail in a low bandwidth deployment (for example, with a slow modem or in a branch office), remote users should download messages before playing them for best performance and quality. To enable the download option on a client workstation, in Outlook click Tools > ViewMail Options and click the Playback tab, then check the Download Audio Before Playing check box.

Step 2 Right-click the Cisco Unity icon in the status area of the taskbar, and click Stop Cisco Unity.

Step 3 Browse to the CommServer\Utilities directory.

Step 4 Double-click Sl_G729a_setup.exe.

Step 5 Follow the on-screen prompts. Set the gateway to use G.729 R8.

Step 6 When prompted, restart Windows.

Step 7 Browse to the CommServer\Utilities directory.

Step 8 Double-click SetRecordFormat.exe.

Step 9 In the Format list, click ITU G729A by Sipro Lab, and click OK.

Step 10 In Cisco CallManager, set up the G.729a codec according to instructions in the "Region Configuration" chapter of the Cisco CallManager Administration Guide (available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg).

Step 11 Confirm that the voice messaging ports servicing Cisco Unity are in a region in Cisco CallManager that supports G.729a.

Step 12 Restart the Cisco Unity server.


Troubleshooting: Caller Hears Reorder Tone or Dead Air Shortly After Cisco Unity Startup

This troubleshooting topic describes a specific problem that a few sites have experienced when using both G.711 and G.729a codecs with Cisco Unity. Most sites running Cisco Unity in a dual codec environment do not experience this problem. However, when it does exist, it makes Cisco Unity inoperable. The problem is recorded in Bug Navigator, ID CSCae08069.

The problem occurs shortly after Cisco Unity starts. Calls received immediately after startup are answered, but the problem occurs within a few minutes.

This problem occurs only under the following conditions:

A Cisco Unity system where transcoding between G.729a and G.711 codecs is required. This includes any instances of G.729a prompts, messages, or greetings, even if Cisco Unity is in a G.711 region. The possibility that this problem can exist on a G.711 system has not been completely ruled out.

There are identical sequences of Miu wave errors in the Event log from more than one port at the same time, beginning with:

Component Miu: Thread 0x<NUM> had a Failure on Port X in AvWav 

There will usually be four to six of these errors from one port intermingled with an identical sequence of four to six errors from another port. Errors from other ports may also be present.

The problem occurs within a few minutes of system startup, and can be consistently reproduced. Restarting the Cisco Unity server eliminates the problem temporarily, but it reoccurs. If a problem with similar symptoms occurs days after startup, or is sporadic, it is likely a different problem.

When Cisco Unity transcodes wave formats, it uses Microsoft Windows ACM (Audio Compression Manager) to call into the third-party G.729a codec. When multiple threads call into the Windows ACM function AcmStreamConvert() at the same time, they can conflict with each other and generate errors, causing callers to hear dead air or the reorder tone. Restarting the Cisco Unity server clears the corruption in Windows ACM temporarily, but it does not prevent the problem from reoccurring.

An application-level workaround has been implemented in Cisco Unity versions 2.4(6.135) and later, and in all shipping versions of 3.0. The workaround, an optional registry setting, makes Windows ACM globally thread-safe. To enable the registry setting, do the following procedure, "To enable the ForceGlobalAcmThreadSafety registry setting".

The procedure applies only to Cisco Unity versions 2.4(6.135) or later, as well as all shipping 3.0 versions. To correct the problem on an earlier version of Cisco Unity, upgrade to version 2.4(6.135) or later, then do the procedure.

The procedure is not required on all systems that use transcoding. It can have a performance impact, and should be done only if all of the conditions listed above are present.

To enable the ForceGlobalAcmThreadSafety registry setting


Step 1 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand HKEY_LOCAL_MACHINE\Software\ActiveVoice.

Step 4 On the Edit menu, click New Key.

Step 5 Name the new key UnityAvWav.

Step 6 Click the new UnityAvWav key, then on the Edit menu, click New Key.

Step 7 Name the new key 1.0.

Step 8 Click the new 1.0 key, then on the Edit menu, click New Dword.

Step 9 Name the new Dword ForceGlobalAcmThreadSafety, and set the Value to 1.

Step 10 Close the Registry Editor.

Step 11 For the settings to take effect, restart the Cisco Unity server.

Step 12 Confirm that the problem does not reoccur within the first few minutes after Cisco Unity restarts. If the problem does reoccur, to avoid a system performance impact, set the ForceGlobalAcmThreadSafety DWORD Value to 0.


Using Optional Conversation 1 to Manage Messages by Phone

Cisco Unity Optional Conversation 1 provides messaging menu choices that may more closely resemble a previous voice messaging system. When Optional Conversation 1 is activated, it is a systemwide change that applies to all subscribers associated with the Cisco Unity server.

Optional Conversation 1 changes the keypad mapping for subscriber message retrieval only. It does not change the touchtone keys that outside callers and Cisco Unity subscribers press to send messages.

To activate Optional Conversation 1


Step 1 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\CDE\1.0.

Step 4 Modify the value of the entry SoftKey Config to C:\CommServer\Support\OptConv1.ini.

C:\CommServer is the default folder in which Cisco Unity is installed. If Cisco Unity is installed in another folder, use that path instead.

Step 5 Restart the Cisco Unity server.


To return to the default Cisco Unity conversation


Step 1 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\CDE\1.0.

Step 4 Modify the value of the entry SoftKey Config to C:\CommServer\Support\Unitykey.ini.

C:\CommServer is the default folder in which Cisco Unity is installed. If Cisco Unity is installed in another folder, use that path instead.

Step 5 Restart the Cisco Unity server.


Ports Are Too Busy to Turn MWIs On and Off Promptly

When the ports that turn MWIs on and off are also set to perform other operations, they may be too busy to turn MWIs on and off promptly. You can improve performance by making sure that the entry point of the Cisco Unity port hunting chain is not a port that also handles MWIs.

Troubleshooting

Cisco Unity troubleshooting information can be found:

In the Cisco Unity Troubleshooting Guide, which is available on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

As Online Documentation in the Cisco Unity Administrator.

At the website http://www.cisco.com/warp/public/788/AVVID/vmum.shtml.

Cisco Unity Demonstration System

Installing a Cisco Unity Demonstration System

When you run Cisco Unity Setup on a server that does not have a system key attached, you are asked to confirm that you want to install Cisco Unity as a demonstration system. Default license settings for a demonstration system are:

2 voice ports

0 fax ports

0 TTS3000 sessions

1 RealSpeak session

5 voice mail users

5 fax mail users

5 text-to-speech users

5 ViewMail for Microsoft Outlook users

5 Cisco Unity ActiveAssistant users

1 language for the Cisco Unity Administrator

1 language for the system conversation

Networking (to enable Internet subscribers)

The ability to integrate with any phone system

In addition, the maximum message length on a demonstration system is 15 seconds.

Using a Dual Phone System Integration with a Cisco Unity Demonstration System

To integrate a Cisco Unity demonstration system with both Cisco CallManager and a traditional phone system, you must update the Windows registry.

A dual phone system integration is not supported with Compaq servers.

To enable a dual phone system integration on a demonstration system


Refer to the "Assigning Dialogic Ports for a Dual Phone System Integration" appendix in the Cisco CallManager 3.0 Integration Guide or the Cisco CallManager 3.1 Integration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/integuid/index.htm.


To return a demonstration system to a single IP phone system integration.


Step 1 Refer to the "Removing Voice Card Software" section in the "Upgrading the Cisco Unity System from Version 2.x to 3.0" chapter of the Cisco Unity Installation Guide: Do the "To remove Dialogic software" procedure for your version of Windows.

The Cisco Unity Installation Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/inst.

Step 2 In the Cisco Unity Administrator, update the subscriber, call handler, notification device, switch, and any other settings that apply to the integration.


To return a demonstration system to a single traditional phone system integration


Step 1 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key

HKEY_LOCAL_MACHINE\Software\ActiveVoice\MIU\1.0\ Initialization\ServiceProvider <x>

where <x> is a number. There are several subkeys with this name.

Step 4 Locate the subkey in which the Service Provider Name value is D41MT.TSP.

Step 5 In the subkey, click DeviceID Lower Bound.

Step 6 On the Edit menu, click Delete.

Step 7 In the Confirm Value Delete box, click OK.

Step 8 Click DeviceID Upper Bound.

Step 9 On the Edit menu, click Delete.

Step 10 In the Confirm Value Delete box, click OK.

Step 11 Close the Registry Editor.

Step 12 For the settings to take effect, restart the Cisco Unity server.

Step 13 In the Cisco Unity Administrator, update the subscriber, call handler, notification device, switch, and any other settings that apply to the integration.


Converting a Cisco Unity Demonstration System to a Standard System

Do the following procedure after you have ordered and received a standard Cisco Unity system.

To convert a demonstration system to a standard system


Step 1 Plug the system key into the parallel or USB port on the server.

Step 2 Exit the Cisco Unity software, but do not restart the server.

Step 3 Insert Cisco Unity Disc 1 in the CD-ROM drive.

Step 4 Browse to the root directory, and double-click Setup.exe.

Step 5 Follow the on-screen prompts and the instructions in the e-mail that you received from Cisco when you registered Cisco Unity on Cisco.com.

Step 6 Restart the Cisco Unity server.

Step 7 Redo the procedures for your integration by using the applicable Cisco Unity integration guide. Integration guides are available on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.


Cisco Unity Documentation

Table 6 Cisco Unity Documentation Set

Document
Location

Cisco Unity System Requirements, and Supported Hardware and Software

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity Customization Worksheets

Available in PDF format on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity Release Notes

Available in HTML and PDF formats on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Also available on the Cisco Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity.

AV-Cisco TSP Release Notes

Available in HTML and PDF formats on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Also available on the Cisco Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity.

Cisco Unity Installation Guide

Available in print, and in HTML and PDF formats on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity integration guides for various phone systems

Available in HTML and PDF formats on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity System Administration Guide

Available in HTML and PDF formats on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Also available as Online Documentation in the Cisco Unity Administrator.

Cisco Unity Troubleshooting Guide

Available in HTML and PDF formats on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Also available as Online Documentation in the Cisco Unity Administrator.

Cisco Unity User Guide

Available in print, and in PDF format on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity at a Glance for Standard Conversation card

Available in print, and in PDF format on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity at a Glance for Optional Conversation card

Available in print, and in PDF format on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity White Papers and Application Notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

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

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

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

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Feedback at the top of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, write to the following address:

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

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.