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Release Notes for Cisco Unity Release 3.1(1)

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Table Of Contents

Release Notes for Cisco Unity Release 3.1(1)

Contents

System Requirements, and Supported Hardware and Software

Preventing and Recovering from the Nimda Virus

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

Supported Product Combinations for Cisco Unity and Client Software

Determining the Software Version

New and Changed Support

New and Changed Support—Release 3.1(1)

AMIS Support

Integrations

TOPCALL Fax

New and Changed Functionality

New and Changed Functionality—Release 3.1(1)

Accessing the Cisco Unity Administrator on Another Server

Account Used to Initially Access the Cisco Unity Administrator

Advanced Settings Tool

Allowing Multiple Domain Accounts to Map to a Single Subscriber Account

"All Ports Busy" Message in Event Notification Utility

Automatic Gain Control

Bulk Edit Utility

Bulk Logout Utility

Cisco Unity Customization Worksheets

Cisco Unity Diagnostic Tool

Cisco Unity Import Utility

Cisco Unity Visual Messaging Interface

Delete Voice Messages Only Option

Enhanced Failover

GrantUnityAccess Utility

Identified Subscriber Messaging

Increased Class of Service Granularity

Moving Subscribers in Exchange 2000

Private Messages Are Announced

Speed Control During Message Playback

Trivial Subscriber Phone Password Check

Installation and Upgrade Notes

Failover and AMIS: Data Is Not Automatically Replicated Between Servers

IE 5.5 Must be Reinstalled on Cisco Unity Servers Purchased from Cisco or a Cisco Reseller

Rerunning the Cisco Unity Setup Program When Failover Is Configured

Upgrade Effect on Diagnostic Traces and the Dialogic Quiet Parameter

Upgrading from Cisco Unity Version 2.x

Using Japanese Text to Speech

Installing an External Modem on a Cisco MCS-7835

Limitations and Restrictions

Multiple Cisco Unity Servers Integrated with a Networked Phone System

Subscriber Lookups Fail to Find Subscriber Names in Japanese

Windows Terminal Services

Caveats

Open Caveats—Release 3.1(1)

Documentation Updates

Errors

Configuring a System That Includes Exchange 2000 and Exchange 5.5 Servers: Cisco Unity Installation Guide

Information About Private Lists: Cisco Unity User Guide, ViewMail Online Help, and Cisco Unity Administrator Online Help and Field Help

Moving Subscriber Mailboxes: Cisco Unity Administrator Online Help

Changes

Backup and Restore: Cisco Unity System Administration Guide and Cisco Unity Troubleshooting Guide

Cisco Unity-CM TSP: Cisco Unity Integration Guides for Various Phone Systems

Omissions

Creating the Installation, Service, and Administration Accounts If You Are Using Exchange 5.5 and the Cisco Unity Server Is Not the Domain Controller: Cisco Unity Installation Guide

Setting Active Directory Permissions for the Cisco Unity Installation and Service Accounts: Cisco Unity Installation Guide

Rerunning the Cisco Unity Setup Program When Failover Is Configured

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 3.1(1)


Revised January 10, 2002

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 3.1(1).

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

New and Changed Support

New and Changed Functionality

Installation and Upgrade Notes

Limitations and Restrictions

Caveats

Documentation Updates

Rerunning the Cisco Unity Setup Program When Failover Is Configured

Troubleshooting

Cisco Unity Demonstration System

Cisco Unity Documentation

Obtaining Documentation

Obtaining Technical Assistance

System Requirements, and Supported Hardware and Software

Refer to Cisco Unity 3.1 System Requirements, and Supported Hardware and Software on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/31_sysrq.htm.

Preventing and Recovering from the Nimda Virus

Refer to:

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

White Paper: Security Best Practices for Cisco Unity 3.0 on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/security.htm.

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

Cisco Unity version 3.1(1) has been qualified for the following product combinations with the Cisco Unity-CM TSP and Cisco CallManager.


Note In versions earlier than 3.1(1), the Cisco Unity-CM TSP was known as the AV-Cisco TSP.


Table 1 Supported Product Combinations 

Cisco Unity
Cisco Unity-CM
TSP
Cisco CallManager

3.1(1)

3.1(1)

3.2(1), 3.1(3), 3.1(2), 3.0(12), 3.0(11).


For the most current list of all qualified product combinations—including combinations qualified since the release of Cisco Unity version 3.1(1)—refer to Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, and Cisco CallManager on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/tsp/tspmtrx.htm.

Supported Product Combinations for Cisco Unity and Client Software

Cisco Unity version 3.1(1) has been qualified for the following product combinations with the software on client workstations.

Table 2 Supported Product Combinations 

Cisco Unity
ViewMail for
Microsoft Outlook
Operating System
Messaging Client

3.1(x)

3.1(x), 3.0(x)

Windows 98 or later

Outlook 98, Outlook 2000,
or Outlook XP


For the most current list of all qualified product combinations—including combinations qualified since the release of Cisco Unity version 3.1(1)—refer to the "Compatibility Matrix: Cisco Unity and Client Software" section in Cisco Unity 3.1 System Requirements, and Supported Hardware and Software on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/31_sysrq.htm.

Determining the Software Version

To determine the Cisco Unity version in use


In the Cisco Unity Administrator, go to the System > Configuration > Software Versions page. The Cisco Unity version number is displayed in the Cisco Unity Version field.


To determine the Cisco Unity-CM 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 Cisco Unity-CM TSP version number is displayed in the File Version setting.


To determine the RealSpeak version in use


Step 1 Browse to the CommServer\RealSpeak\Api\Lib directory.

Step 2 Right-click the file Lhstts.dll, and click Properties.

Step 3 Click the Version tab.

Step 4 In the Items list, click Product Version. The DLL version is displayed in the Value window and corresponds to the following RealSpeak versions:

2.1.0.0 = RealSpeak version 2.0(1)

2.11.0.0 = RealSpeak version 2.1(1)

2.12.0.0 = RealSpeak version 3.0(0)

2.13.0.0 = RealSpeak version 3.0(1)


New and Changed Support

New and Changed Support—Release 3.1(1)

AMIS Support

An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

Integrations

Cisco Unity version 3.1 integrates with the following additional phone systems:

Intecom E14 Millennium (serial integration)

Cisco CallManager version 3.2 (IP integration)

For the most current list of all supported integrations, refer to the "Supported Phone System Integrations" section in Cisco Unity 3.1 System Requirements, and Supported Hardware and Software on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/31_sysrq.htm.

TOPCALL Fax

All versions of the TOPCALL third-party fax product are supported with Cisco Unity version 3.1(1) and later.

For the most current list of all qualified third-party fax server products, refer to the "Supported Third-Party Fax Server Software" section in Cisco Unity 3.1 System Requirements, and Supported Hardware and Software on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/31_sysrq.htm.

New and Changed Functionality

New and Changed Functionality—Release 3.1(1)

Accessing the Cisco Unity Administrator on Another Server

When two or more Cisco Unity servers are networked together in an installation, you can access subscriber accounts and the data for other Cisco Unity objects by running the Cisco Unity Administrator on the server on which the object was created. Each Cisco Unity Administrator provides links to the Cisco Unity Administrators on other networked servers.

Account Used to Initially Access the Cisco Unity Administrator

During the Cisco Unity Setup program, you are asked to choose the account that you want to use to administer Cisco Unity for initial setup of the system. You can choose the account that you used to install Cisco Unity, or you can choose another domain account (as long as it is a member of the Local Administrators group on the Cisco Unity server). The account you choose is automatically given access to the Cisco Unity Administrator, by association with a built-in account called Unity Installer_<server name>.

Advanced Settings Tool

The Advanced Settings Tool allows system administrators to safely edit many of the Cisco Unity registry settings. The tool gives a brief overview of each setting, limits edits to specific value ranges, and ensures that edits are consistent with the installed Cisco Unity version. For details, refer to the "Advanced Settings Tool" section in the "Utilities" chapter of the Cisco Unity Troubleshooting Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/tsg/index.htm.

Allowing Multiple Domain Accounts to Map to a Single Subscriber Account

To grant one or more domain accounts access to the Cisco Unity Administrator on one or more Cisco Unity servers without adding a new subscriber account on each server that an administrator needs to access, use the GrantUnityAccess utility. For details, refer to the "Granting Administrative Rights to Other Cisco Unity Servers" section in the "Network Settings" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

"All Ports Busy" Message in Event Notification Utility

A new error message—"All Ports Busy notification"—has been added to the Event Notification utility. The error message is generated when the voice server detects that all of the ports set to answer calls are busy.

Automatic Gain Control

Cisco Unity automatic gain control gives subscribers consistent message playback levels through the normalization of recordings. It is on by default, controlled by registry settings, and applied to voice samples after they have passed through all external hardware.

Bulk Edit Utility

Instead of changing subscriber settings on individual subscriber pages in the Cisco Unity Administrator, you can customize the settings for multiple subscribers at the same time by using the Bulk Edit utility. For example, you can change the settings for a group of subscribers associated with an extension range, a class of service, distribution list, or a phone system so that callers phoning these selected subscribers hear a particular language or are transferred to a different operator.

For information on using the utility, see the readme file provided in the BulkEdit.cab file in the Bulk Edit directory (the default location is C:\CommServer\Utilities). Note that the utility is supported by Cisco TAC, despite statements to the contrary in the readme file.

Bulk Logout Utility

When moving users in Exchange 5.5, you can use the Bulk Logout utility instead of DohPropTest to direct the Cisco Unity server(s) to log out of any mailboxes that you plan to move. Unlike DohPropTest, which allowed you to log Cisco Unity out of only one subscriber mailbox at a time, the Bulk Logout utility allows you to log Cisco Unity out of multiple subscriber mailboxes at once. For information on using the utility, refer to the "Moving Subscriber Mailboxes" section in the "Maintaining Cisco Unity" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

The BulkLogout.cab file is located in the Bulk Logout directory (the default location is C:\CommServer\Utilities). Note that the utility is supported by Cisco TAC, despite statements to the contrary in the readme file. In addition, the "Moving Subscriber Mailboxes" section in the Cisco Unity Administrator online Help incorrectly states that you do not need to log Cisco Unity out of Exchange 5.5 mailboxes before moving them. For details, see the "Errors" section under the "Documentation Updates" section.

Cisco Unity Customization Worksheets

Two worksheets have been added to Cisco Unity Customization Worksheets:

Ports

System Configuration

The Customization Worksheets are available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/wsheets/index.htm.

Cisco Unity Diagnostic Tool

The Cisco Unity Diagnostic Tool allows creating and viewing of diagnostic log files to troubleshoot problems. The tool replaces the diagnostic log functionality in Maestro Tools, and allows the system administrator or Cisco TAC staff to selectively run diagnostic traces at the macro and micro levels. It also allows the system administrator or Cisco TAC staff to create new log files on demand, to configure log settings, to quickly gather Microsoft Windows and Cisco Unity logs, and to disable all traces. For details, refer to the "Cisco Unity Diagnostic Tool" section in the "Utilities" chapter of the Cisco Unity Troubleshooting Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/tsg/index.htm.

Cisco Unity Import Utility

The Cisco Unity Import utility allows you to create multiple subscriber accounts at the same time, either by using information from Exchange mailboxes or from a comma-separated value (CSV) file. The following CSV column headers are either new or have new meanings: ALIAS, DOMAIN_LOCATION, NT40_ALIAS, PAGER1_NUMERIC_AFTER_DIALDIGITS, PAGER1_NUMERIC_DIAL_DELAY, PAGER1_NUMERIC_PHONE_NO, PAGER1_TEXT_SMTP_ADDRESS, PAGER1_TEXT_AFTER_DIALDIGITS, SUBSCRIBER_TYPE, and UPDATE_SUBSCRIBER_ACCOUNT.

For details, refer to the "Preparing for a CSV Import" section in the "Creating Subscriber Accounts" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

Cisco Unity Visual Messaging Interface

The Cisco Unity Visual Messaging Interface (VMI) website lets subscribers listen to, compose, reply to, forward, and delete voice messages from a "virtual" Inbox. A subscriber can access Cisco Unity VMI at the following URL: http://<server name>/web/vmi. Note that the Cisco Unity VMI is not available across a firewall.

To view the Cisco Unity VMI pages, the computer that a subscriber uses to access the site must be configured so that:

Microsoft Internet Explorer allows the scripting of Java applets and Active Scripting.

If the virus scanner scans downloaded files, it scans only program files.

When accessing Cisco Unity VMI over a modem connection for the first time, note that the Cisco Unity VMI file is more than 1 MB in size and, therefore, may take longer for a subscriber to download than expected. Detailed instructions on using Cisco Unity VMI are available to subscribers in online Help.

The Cisco Unity VMI is a class of service licensed feature. For information on setting it up for subscribers, refer to the "Class of Service Licensed Features Settings" section in the "Class of Service Settings" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm. Establish trusts across domains so that subscribers do not have to log on each time that they want to play a message.

The Cisco Unity VMI is a system key-controlled feature and can be accessed only if it is purchased.

Delete Voice Messages Only Option

The Cisco Unity conversation offers subscribers the option of deleting only old voice messages, or all old messages—including e-mail and fax messages—from the Deleted Items folder in Outlook. For details, refer to the "Checking Messages" chapter of the Cisco Unity User Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/ug/index.htm.

Enhanced Failover

With the appropriately enabled system key, you can set up a secondary Cisco Unity server for the enhanced failover feature. The primary Cisco Unity server replicates subscriber data on the secondary server at configurable intervals. When the primary server becomes inactive (for example, when you perform maintenance on the server), the secondary server takes over its functions. This feature can be enabled only if you purchase and install an upgrade for the system key.

Cisco Unity version 3.1(2) is required for enhanced failover. To use this feature, you must upgrade from Cisco Unity version 3.1(1) to 3.1(2).

Information on installing and maintaining failover is included in the Cisco Unity Installation Guide, the Cisco Unity integration guides, and the Cisco Unity System Administration Guide. The guides are available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/index.htm.

GrantUnityAccess Utility

GrantUnityAccess is a command line utility, located on the Cisco Unity server in the directory in which Cisco Unity was installed (the default location is C:\CommServer). You can use the GrantUnityAccess utility to:

Grant one or more domain accounts access to the Cisco Unity Administrator on one or more Cisco Unity servers without adding a new subscriber account on each server that an administrator needs to access. For details, refer to the "Granting Administrative Rights to Other Cisco Unity Servers" section in "Network Settings" chapter of the Cisco Unity System Administration Guide.

Provide Cisco Unity information about old domain accounts that were migrated from Windows NT to Windows 2000 by using a tool that did not support the SidHistory attribute. This allows Cisco Unity to recognize such accounts when subscribers authenticate by using their old domain accounts. For details, refer to the "About Migrating Users from Windows NT to Windows 2000" section in "Creating Subscriber Accounts" chapter of the Cisco Unity System Administration Guide.

The Cisco Unity System Administration Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

Identified Subscriber Messaging

The Subscribers Are Identified as Message Senders Only If They Log On box on the Configuration > Settings page in the Cisco Unity Administrator allows identified subscriber messaging to be disabled system-wide. The field is applicable only if the phone system provides caller and called-party information to Cisco Unity.

Increased Class of Service Granularity

The class of service (COS) system access settings specify which tasks, if any, that subscribers—including other system administrators—can perform in the Cisco Unity Administrator. By using the new fields on the Subscribers > Class of Service > System Access page in the Cisco Unity Administrator, an administrator can customize access to Cisco Unity in several ways. For example, an administrator can:

Deny access to the Cisco Unity Administrator, or to specific pages in the Cisco Unity Administrator, such as COS, subscriber, or distribution list pages.

Specify read, edit, add, or delete privileges for specific pages in the Cisco Unity Administrator.

Allow access to subscriber pages only for the purpose of unlocking subscriber accounts or changing subscriber passwords.

For more information, refer to the "Class of Service System Access Settings" section in the "Class of Service Settings" of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

Moving Subscribers in Exchange 2000

It is now possible to move subscriber mailboxes in Exchange 2000 without having to use the DohPropTest or Bulk Logout utilities to direct the Cisco Unity server(s) to log out of the mailboxes that you plan to move. (The same is not true, however, when you move subscriber mailboxes in Exchange 5.5. For details, see the "Bulk Logout Utility" section.)

The following types of Exchange 2000 mailbox moves are supported:

Moves between Exchange servers.

Moves between Exchange storage groups.

Moves across routing groups.

You are not required to shut down the Cisco Unity server or exit the software to move subscribers between Exchange servers. For more information, refer to the "Moving Subscriber Mailboxes" section in the "Maintaining Cisco Unity" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

Private Messages Are Announced

When a message is marked private, the Cisco Unity conversation notifies the subscriber during the message summary.

Speed Control During Message Playback

The Cisco Unity conversation lets subscribers toggle among the following speed settings while listening to a message over the phone:

Press 4 once

Slow playback.

Press 4 again

Slower playback.

Press 6 once

Fast playback.

Press 6 again

Faster playback.


For more information about the speed control options available with Cisco Unity, refer to the "To Change Playback Speed" section in the "Changing Recording and Playback Settings" chapter of the Cisco Unity User Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/ug/index.htm.

Trivial Subscriber Phone Password Check

You can set up Cisco Unity to confirm that the digits in the phone passwords that subscribers use to log on to Cisco Unity are not consecutive (for example, 1234). For more information, refer to the "Phone Password Settings" section in the "Account Policy Settings" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

Installation and Upgrade Notes

For detailed information on upgrading to Cisco Unity version 3.1, refer to the Cisco Unity Installation Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/inst/index.htm.

Failover and AMIS: Data Is Not Automatically Replicated Between Servers

With primary and secondary servers set up for failover, AMIS restriction table settings are currently not replicated because they are stored in the registry. As a result, you must manually set the same AMIS restriction table settings on both servers. For more information, refer to the "AMIS Delivery Options Settings" section in the "AMIS Networking" chapter of the Networking in Cisco Unity guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/net/index.htm.

IE 5.5 Must be Reinstalled on Cisco Unity Servers Purchased from Cisco or a Cisco Reseller

Cisco Unity version 3.1(1) requires Microsoft Internet Explorer (IE) version 5.5 and IE 5.5 Service Pack 2.

Cisco Unity baseline systems—servers purchased from Cisco or a Cisco reseller that are shipped with IE version 5.50.4134.0600 and other software preinstalled—do not have IE 5.5 Service Pack 2 preinstalled. (The About box erroneously reports that Service Pack 2 has been installed.)

As a result, if you are installing a baseline system, you must install IE version 5.50.4807.2300 by using the Internet Explorer 5.5 compact disc that ships with Cisco Unity. The later version includes Service Pack 2.


Note You must install IE version 5.50.4807.2300 before you install Cisco Unity. If you do not, the following error message appears when you run the Cisco Unity Setup program: "The Internet Explorer version is lower than 5.5 SP2. Install Internet Explorer version 5.5 SP2 or higher."


To install IE 5.5 and IE 5.5 Service Pack 2


Step 1 On the Cisco Unity server, insert the Internet Explorer 5.5 disc in the CD-ROM drive.

Step 2 Browse to the I386 directory.

Step 3 Double-click IE5Setup.exe.

Step 4 Follow the on-screen prompts to complete the installation.


Rerunning the Cisco Unity Setup Program When Failover Is Configured

If you plan to rerun the Cisco Unity Setup program (for example, to add text-to-speech languages) and failover is configured, you must do a series of procedures in a specific order to keep failover working. See the "Rerunning the Cisco Unity Setup Program When Failover Is Configured" section.

Upgrade Effect on Diagnostic Traces and the Dialogic Quiet Parameter

Diagnostic traces that were set before an upgrade are not preserved and must be reset after the upgrade.

The Dialogic quiet parameter is preserved in an upgrade only if the voice card software is not reinstalled during the Cisco Unity Setup program. If the Install Voice Card Software check box is checked during Setup, the quiet parameter will be lost and must be reset after the upgrade.

Upgrading from Cisco Unity Version 2.x

Customers with Cisco Unity versions earlier than 2.3(4.104) must get a new system key to run Cisco Unity version 3.1.

Customers with Cisco Unity version 2.3(4.104) or later need an activation code to upgrade the system key during the Cisco Unity Setup program.

Using Japanese Text to Speech

If you set up Japanese text to speech, confirm that:

The Regional Options fields Your Locale and Language Settings for the System are set to Japanese on the Cisco Unity server (on the Windows Start menu, click Settings > Control Panel > Regional Options > General).

System Locale is set to Japanese on the Cisco Unity server (on the Windows Start menu, click Settings > Control Panel > Regional Options > General > Set Default).

If you make any changes, restart the Cisco Unity server.

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, global 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 "Networked Phone Systems" section in the "Digital Networking" chapter of the Networking in Cisco Unity guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/net/index.htm.

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 "Networked Phone Systems" section in the "Digital Networking" chapter of the Networking in Cisco Unity guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/net/index.htm. Also refer to the "Directory Handler Search Options Settings" section in the "Directory Handler Settings" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

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.

Subscriber Lookups Fail to Find Subscriber Names in Japanese

When a subscriber name is entered in Japanese on the Add Subscriber Page in the Cisco Unity Administrator on a fully localized Japanese version of Cisco Unity, callers cannot find the subscriber name by using directory assistance (pressing 555).

In addition, subscribers cannot easily address messages to a subscriber with a Japanese name in spelling mode; instead, subscribers should address messages by using the subscriber extension.

When a subscriber name is entered in English on the Add Subscriber Page in the Cisco Unity Administrator on a fully localized Japanese version of Cisco Unity, Cisco Unity does not exhibit this behavior. For more details, refer to caveat CSCdv63037. (If you have an account with Cisco.com, you can use Bug Toolkit to find caveats of any severity for any release. Bug Toolkit is available at the website http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.)

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 severity 1, 2, and select severity 3 caveats.

If you have an account with Cisco.com, you can use Bug Toolkit to find caveats of any severity for any release. Bug Toolkit is available at the website http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl.

Open Caveats—Release 3.1(1)

Table 3 lists possible unexpected behaviors by Cisco Unity 3.1(1).

Table 3 Cisco Unity Release 3.1(1) Open Caveats 

Caveat Number
Description

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 later, and is due to AvPhraseServerSvr.dll not being registered properly.

Workaround

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

2. Enter Regsvr32 AvPhraseServerSvr.dll, and press Enter.

CSCdu26009

Using the directory handler to search for a subscriber whose last name begins with A, B, or C results in the fail-safe conversation when the Example Administrator is listed in the subscriber directory. When the Example Administrator is the first match on the directory handler search, the fail-safe conversation is heard immediately.

Workaround

Do not list the Example Administrator in the subscriber directory.

CSCdu37182

IMALEx_MC: Error while trying to log on to MAPI mailbox on a system running Exchange 5.5.

Workaround

Stop and restart the UMR service.

CSCdu59265

Cisco Unity is unable to create Windows NT accounts, and generates the error message "An unrecognized error has occurred." When Cisco Unity is a Windows 2000 member server installed in a Windows NT 4 domain, and the primary domain controller that was active when Cisco Unity was installed is made into a backup domain controller or taken offline, Cisco Unity still has a pointer to the primary domain controller. This causes Windows NT account creation to fail when adding new subscribers.

Workaround

Bring the primary domain controller back online. If this is not possible, contact Cisco TAC to obtain a patch.

CSCdu74580

In the Cisco Unity Administrator, on the Subscribers > Account Policy > Phone Password Restrictions page, the Number of Passwords to Remember option under Phone Password Uniqueness does not work. Cisco Unity will not recall the last password used, so the same password can be used repeatedly.

There is no workaround.

CSCdv00319

The Modify Private List dialog box is missing Next and Previous buttons for subscriber Private List pages when they are sorted by display name.

Workaround

Sort the list by criteria other than display name.

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.

There is no workaround. There appears to be a bug in Microsoft SQL Server. We are working with Microsoft on this issue.

CSCdv16990

In the Cisco Unity Administrator, on the Call Transfer page, the option Yes, Ring Subscriber's Extension under Transfer Incoming Calls to Subscriber's Phone is added to new subscriber records as Yes, Ring Subscriber at This Number.

There is no workaround.

CSCdv20400

A subscriber is unable to add any subscribers to a private list. When the subscriber opens his Private Lists page, the following error is displayed: "Problems with this web page might prevent it from displaying properly or functioning properly."

There is no workaround. Unable to reproduce at this time.

CSCdv23449

When accessing the Import utility, it is not always displayed in the GUI language that was selected at the time of installation. The display depends on the order in which the localized versions were built and on which GUI language was selected.

Workaround

1. From the directory CommServer\Multi\Release\Localize\Import, copy Avimport.exe for the language that is needed.

2. Go to the directory CommServer\Multi\Release\Apps, and paste the copied file to replace the existing file.

CSCdv37418

The Cisco Unity Server Configuration wizard fails to accept the correct password for the installation account.

Workaround

1. Give the installation account Act as Part of the Operating System and Log On as a Service effective rights on the Cisco Unity server.

2. Right-click Security Settings, and choose Reload to force the changes to take effect.

3. Confirm that these rights are effective, not just at the local level.

4. Rerun the Cisco Unity Server Configuration wizard. This may require a server restart, even if the policies appear to have taken effect.

5. To make these rights effective on the Cisco Unity server, if Cisco Unity is a member server, it should be sufficient to grant these rights in the Local Group Policy unless the domain policy is in effect. If it is, that is where you need to set it. If Cisco Unity is a domain controller, you will need to add these rights to Default Domain Controller Policy.

CSCdv57693

While trying to install the Sentinel system driver, Windows installer returns failure code1603.

Workaround

1. Rename the Rainbow folder.

2. Remove the USB system key from Device Manager.

3. 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 registry key settings, contact Cisco TAC.

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

5. Remove all Rainbow entries from the registry.

6. Install the driver by following the instructions in the "Installing the USB Key Driver and Attaching the USB System Key" section in the "Installing a Cisco Unity 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/unity31/inst/index.htm).

CSCdv59460

A Cisco Unity upgrade fails with the following error: "Setup is unable to upgrade application data." This may happen on an upgrade of Cisco Unity version 3.0 if the Cisco Unity Configuration mailstore connector has been removed prior to the upgrade.

Workaround

Confirm that Cisco Unity is connected to a mailstore before proceeding with the upgrade, then run the Cisco Unity Server Configuration wizard again.

CSCdv61625

A subscriber extension remains in the subscriber template and cannot be assigned to another subscriber. The extension-in-use error message appears, even though the extension is not in use by a subscriber.

Workaround

Run the Dbwalker utility.

CSCdv65543

The Exchange 2000 Gateway fails to install with the following error: "Automation error A constraint violation occurred." This happens on Exchange 2000 servers that have been upgraded from Exchange 5.5.

Workaround

1. In Exchange System Manager, click Administrative Groups > <Site> > Servers > <Server> > First Storage Group.

2. Under First Storage Group, rename Private Information Store <Servername> to Mailbox Store <Servername>.

3. Create the instance of the Exchange 2000 Voice Gateway.

4. Once you have configured the Exchange 2000 Voice Gateway, you can rename the Mailbox Store, if needed.

CSCdv66725

During the Cisco Unity Server Configuration wizard, the error "The Cisco Unity System Profile could not be created" appears. The problem occurs when Cisco Unity is installed with off-box Exchange 2000.

Workaround

Install the Exchange System Manager on the Cisco Unity server, and rerun the Server Configuration wizard.

CSCdv67899

On a new Cisco Unity system, the class of service for the default subscriber is set to add ViewMail for all subscribers. Subscribers cannot be added if the customer did not purchase any ViewMail seats. An error message appears, stating that not enough licenses are available.

Workaround

Remove ViewMail from the default subscriber class of service.

CSCdv69250

Transfers to a subscriber whose extension has recently changed causes the old number to be rung instead. If on the Subscribers > Call Transfer page, the setting Yes, Ring Subscriber's Extension is selected prior to the extension being changed on the Profile page, after the extension has been changed, the Yes, Ring Subscriber at This Number option is now selected, and the old extension is displayed. The setting Yes, Ring Subscriber's Extension reflects the new extension.

Workaround

Select Yes, Ring Subscriber's Extension for subscribers, or use BulkEdit to reset settings for all subscribers.

CSCdv69328

When the Indicator Lamp field on the Subscribers > Messages page is set to False, the subscriber's MWI lamp does not light. Checking the Use MWI for Message Notification check box and saving do not resolve the problem.

Workaround

Delete the subscriber and reimport.

CSCdv69341

The web-based Status Monitor has a memory leak. If the web-based Status Monitor has been open for a long period of time, Cisco Unity may slow down, lock up, or show additional unusual symptoms.

Workaround

Shut down the web-based Status Monitor when it is not in use, or use StatusMonitor.exe in the Tools directory.

CSCdv81855

The Cisco Unity 3.1 Setup program hangs while copying MSCAL.OCX.

Workaround

Restart the Cisco Unity server, and rerun the Setup program.

CSCdv81868

Setup fails to run configuration scripts 17, 18, and Unitydbex.sql. The following error message appears: "Setup was unable to configure default settings on your system. You may continue setup process."

When the user clicks Continue, setup completes. However, on restart, Cisco Unity will not start because Avlogmanager unregisters itself.

Workaround

Restart the Cisco Unity server a second time.

CSCdv91192

Cisco Unity accounts that have the class of service to administer Cisco Unity but do not have sufficient local administrator rights on the box are unable to import or add users by using the Cisco Unity Administrator. This happens only on Exchange 5.5 systems. The error message in the Event log is: "Exception occurred and handled in File :\Commsvr\Sources\SA\AvSaDbConn\AvSaDbSession.cpp at Line: XXXX - Error : 80004005H."

Workaround

1. Start Regedt32.


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. (Refer to the "Restoring" topics in Registry Editor Help.) Note that a typical backup of the Cisco Unity server does not back up the registry. Also note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

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.

3. Give the Cisco Unity administrator accounts Full Control Permissions on HKEY_LOCAL_MACHINE\Software\ActiveVoice.

CSCdw00710

ViewMail error message "UpdateRegistryFromResource failed" when trying to listen to a message through ViewMail, and the user is unable to uninstall ViewMail. The ViewMail build in use is 3.0(1.20) on a Dell workstation with Windows 2000 Professional, Service Pack 2, and Outlook 2000.

Workaround

Log on to the subscriber workstation as the local Administrator account (not into the domain), and configure Outlook to use the Domain user.

CSCdw04464

When attempting to import a subscriber Exchange record that contains quotation marks or an apostrophe by using Avimport or Cisco Unity Administrator Import via Exchange, the Cisco Unity Administrator Subscriber Profile fields are not populated.

Workaround

Remove the quotation marks or apostrophe from the subscriber Exchange record, and reimport it.

CSCdw06277

When an alternate extension ID is called directly and the extension forwards to voice mail, the opening greeting plays rather than the greeting of the subscriber who owns the alternate extension ID.

There is no workaround.

CSCdw14656

Imported distribution lists are deleted after approximately five minutes. This occurs on Cisco Unity versions 3.0(2) or 3.0(3).

Workaround

1. Open the Microsoft Exchange Administrator in Raw mode.

2. View the attributes of an existing distribution list by pressing Shift-Enter.

3. Go to Custom Attribute 12.

4. Click the value, and copy it to the clipboard.

5. In the Cisco Unity Administrator, reimport a deleted distribution list.

6. Immediately go to the Microsoft Exchange Administrator in Raw mode.

7. View the attributes of the distribution list that was just imported.

8. Go to Custom Attribute 12, and set it to the value in the clipboard by pasting.

CSCdw22615

Cisco Unity stops answering calls but appears to be running. Opening the System Administrator, Status Monitor, and other Cisco Unity tools does not work. The symptoms are much like CSCdv04296 (SQL Server Deadlock), but without events in the Application Event log. Before applying the workaround, confirm that you are not seeing that defect.

It is believed that this defect can happen on any version of Cisco Unity that uses TRaP. The defect is related to a bug in the Windows 9x RPC layer. This affects Cisco Unity because Cisco Unity communicates with the Windows 9x clients during TRaP (Telephony Record and Playback) calls. Windows Me is also affected because it is part of the Windows 9x operating system line. Microsoft is aware of this issue, and we are working with them to get a fix.

Workaround

Disable TRaP access for all subscribers who use Windows 9x as their operating system.

If most of the subscribers use Windows 9x, you can disable TRaP system-wide by doing the following procedure:

1. On the Cisco Unity server, run Dcomcnfg.

2. If any warnings appear, click Yes. (More than one may appear.)

3. On the Default Properties page, uncheck the Enable Distributed COM on This Computer check box.

4. Restart the Cisco Unity server.

Note Consequences of applying the workaround are:

Subscribers will be unable to use TRaP in ViewMail for Microsoft Outlook. Playback and record are still available if there are speakers and a microphone installed.

Subscribers will be unable to play or record in the ActiveAssistant.

Remote viewing of the registry and event log are not possible by using Regedit and Event Viewer. Remote access to Cisco Unity is still possible.

CSCdw22942

RealSpeak TTS sends a stream of unintelligible audio during an e-mail that contains either a subject or a new line that begins with the word "Plants" or "Plant" followed by at least two more words. The infinite stream of audio does not happen all of the time. It may just stop reading the e-mail after the word "Plants." This can occur in Cisco Unity versions 2.4(6) and later.

The infinite audio stream stops only when the subscriber disconnects the call by hanging up.

There is no workaround other than avoiding playing an e-mail that produces this condition.


Documentation Updates

Errors

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

Configuring a System That Includes Exchange 2000 and Exchange 5.5 Servers: Cisco Unity Installation Guide

In the Cisco Unity Installation Guide, the "Configuring a System That Includes Exchange 2000 and Exchange 5.5 Servers (Selected Systems Only)" section in the "Installing a Cisco Unity System" chapter assumes that all of the registry entries already exist. The following corrected version of the section includes information on which registry entries must be created.

You can skip this section if:

The Active Directory Connector uses a two-way connection agreement between Exchange 5.5 and Windows 2000.

You are using only Exchange 5.5 or only Exchange 2000.

If messages for Cisco Unity subscribers are stored on both Exchange 5.5 and Exchange 2000 servers, and if the Active Directory Connector uses a one-way connection agreement from Exchange 5.5 to Windows 2000, you need to create a new account in Exchange 5.5, change the account's permissions, and change selected Cisco Unity services to log on with this account. Otherwise, the Cisco Unity subscribers whose messages are stored in Exchange 5.5 will hear the fail-safe conversation when they try to listen to messages over the phone.

To configure a system that includes Exchange 2000 and Exchange 5.5 servers


Step 1 Using Exchange 5.5 Administrator, create a mailbox in the Exchange 5.5 directory. You do not need to associate the mailbox with a Windows NT account or Active Directory account. Do not use the following names:

Unity_<servername>

Unity Messaging System - <servername>

If there is more than one Cisco Unity server in the Exchange site, create one Exchange 5.5 mailbox for each Cisco Unity server.

The Active Directory Connector replicates the mailbox to Active Directory as a disabled account.

Step 2 After the mailbox replicates to Active Directory, enable the account in Active Directory Users and Computers, change the password, and move it to the Exchange 2000 server that you selected in Step 7 of the "To run Cisco Unity Server Configuration" section on page 2-70.

Step 3 Using Active Directory Users and Computers, add the account to the Exchange Domain Servers group.

Step 4 Using Exchange 5.5 Administrator, grant Services Account Administration permissions to the account at the site and configuration levels.

Step 5 Add the account to the Administrators group on the Cisco Unity server.

Step 6 In the Services MMC, change the following Cisco Unity services so they log on by using the account:

AvCsGateway

AvCsMgr

AvGaenSvr

AvUMRSynchSvr

Step 7 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. (Refer to the "Restoring" topics in Registry Editor Help.) Note that a typical backup of the Cisco Unity server does not back up the registry. Also note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 8 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 9 Modify the value of the following key in the registry under HKEY_LOCAL_MACHINE\Software\Active Voice\MALEx\1.0:

ServerName

Must be the name of the Exchange 2000 server on which the mailbox resides.


Step 10 In the registry under HKEY_LOCAL_MACHINE\Software\Active Voice\MALEx\1.0, create the following keys with a type of string, and assign the specified values:

DisplayName

Must be the exact display name of the account that was replicated to Active Directory.

MailboxDn

Must be the exact legacyExchangeDn (Exchange 5.5 style distinguished name) of the mailbox, for example, /O=<Org>/OU=<Site>/CN=Recipients/CN=<Alias>.


Step 11 Restart the Cisco Unity server.


Information About Private Lists: Cisco Unity User Guide, ViewMail Online Help, and Cisco Unity Administrator Online Help and Field Help

Information about setting up and addressing private lists is incorrect in various locations of the Cisco Unity documentation. The following statements are true regarding private lists:

The system administrator can set up private lists for a subscriber in the Cisco Unity Administrator, or subscribers can set up private lists by using the ActiveAssistant or by phone. Setup includes specifying and/or recording a list name, and adding or changing list membership.

Subscribers can address messages to private lists over the phone or by using the Cisco Unity Visual Messaging Interface (VMI); subscribers cannot address messages to private lists by using ViewMail.

Subscribers can address messages to private lists by phone only in number mode (Cisco Unity then plays the recorded list name so that subscribers can confirm that they addressed the message to the correct list). When using Cisco Unity VMI to address a message to a private list, subscribers can select the list name from the address book.

Moving Subscriber Mailboxes: Cisco Unity Administrator Online Help

The Cisco Unity Administrator Online Help incorrectly indicates that you can move mailboxes in Exchange 5.5 and Exchange 2000 without first using Bulk Logout or DohPropTest to log Cisco Unity out of the mailboxes that you plan to move. Although this is true for Exchange 2000, it is not true for Exchange 5.5.

The correct procedures for moving mailboxes in Exchange 5.5 are available on in the "Moving Subscriber Mailboxes" section in the "Maintaining Cisco Unity" chapter of the Cisco Unity System Administration Guide. The guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

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.

Backup and Restore: Cisco Unity System Administration Guide and Cisco Unity Troubleshooting Guide

The instructions for backing up and restoring Cisco Unity in the Cisco Unity System Administration Guide and in the Cisco Unity Troubleshooting Guide apply only to systems running on Exchange 5.5. For systems running on Exchange 2000, refer to Microsoft Backup and Restore recommendations.

Cisco Unity-CM TSP: Cisco Unity Integration Guides for Various Phone Systems

In all integration guides for Cisco Unity version 3.1(1), all references to the AV-Cisco TSP and to the AV-Cisco service provider should be Cisco Unity-CM TSP and Cisco Unity-CM service provider.

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.

Creating the Installation, Service, and Administration Accounts If You Are Using Exchange 5.5 and the Cisco Unity Server Is Not the Domain Controller: Cisco Unity Installation Guide

In the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide, the sections on creating the installation, service, and administration accounts, and on setting permissions for those accounts assume that you have access to Active Directory Users and Computers either because you are using Exchange 2000 or because the Cisco Unity server is the domain controller. To create the accounts and set their permissions if Active Directory Users and Computers is not installed on the Cisco Unity server, do one of the following:

Install Active Directory Users and Computers on the Cisco Unity server. For more information, refer to Windows 2000 Server online Help.

In the domain that includes the Cisco Unity server, go to a computer (for example, the domain controller) on which Active Directory Users and Computers is already installed.

Setting Active Directory Permissions for the Cisco Unity Installation and Service Accounts: Cisco Unity Installation Guide

In the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide, in the "Setting Active Directory Permissions for the Cisco Unity Installation and Service Accounts" section, the first procedure, "To add the installation and service accounts to the Local Administrators group," applies only if the Cisco Unity server is not a domain controller. If the server is a domain controller, do the following procedure instead.

To add the installation and service accounts to the Administrators group (only when the Cisco Unity server is a domain controller)


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Microsoft Exchange > Active Directory Users and Computers.

Step 2 In the left pane, expand the domain, and click Builtin.

Step 3 In the right pane, double-click Administrators.

Step 4 Click the Members tab.

Step 5 Click Add.

Step 6 In the Select Users, Contacts, Computers, or Groups dialog box, in the Look In list, click the name of the domain to which the Cisco Unity server belongs.

Step 7 In the top list, double-click the name of the installation account. The name appears in the bottom list.

If you also created a service account, double-click its name.

Step 8 Click OK to close the Select Users, Contacts, Computers, or Groups dialog box.

Step 9 Click OK to close the Administrators Properties dialog box.


Rerunning the Cisco Unity Setup Program When Failover Is Configured

If you plan to rerun the Cisco Unity Setup program and failover is configured, do the following 10 procedures, if applicable, in the order listed. Otherwise failover will stop working.

To confirm that the primary server is active


Step 1 On the primary Cisco Unity server, on the Windows Start menu, click Programs > Unity > Failover Monitor.

Step 2 In the Services section, confirm that the value of Local Status is Running: Active and that the value of Remote Status is Running: Inactive.

If the values are correct, skip to the "To disable automatic failover and failback" section.

If the values are reversed, continue with Step 3 to fail back to the primary server.

If Local Status or Remote Status contains any other value, see the "Maintaining Cisco Unity Failover" chapter of the Cisco Unity System Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.

Step 3 On the secondary Cisco Unity server, on the Windows Start menu, click Programs > Unity > Failover Monitor.

Step 4 Click Failback.

Step 5 Click OK to confirm that you want to fail back to the primary server.


To disable automatic failover and failback


Step 1 On the primary Cisco Unity server, on the Windows Start menu, click Programs > Unity > Failover Monitor.

Step 2 Click Advanced.

Step 3 Check the Disable Automatic Failover and Failback check box.


To disable SQL replication


Step 1 On the primary server, on the Windows Start menu, click Programs > Microsoft SQL Server > Enterprise Manager.

Step 2 In the left pane, expand Microsoft SQL Servers > SQL Server Group.

Step 3 In the left pane, under SQL Server Group, click <servername>.

Step 4 On the SQL Server Enterprise Manager Tools menu, click Replication > Disable Publishing and Distribution.

Step 5 In the Welcome to the Disable Publishing and Distribution Wizard, click Next.

Step 6 In the Disable Publishing dialog box, click Yes, Disable Publishing on <Servername>, and click Next.

Step 7 Follow the on-screen prompts.


If McAfee NetShield is installed on the Cisco Unity server, the virus-scan services must be disabled before you run the Cisco Unity Setup program, to speed up the installation process. (You re-enable the services after you run the Cisco Unity Setup program.)

To disable McAfee NetShield services on the secondary server


Step 1 On the secondary server, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click each of the following services, and on the General tab, click Stop, then click Disabled in the Startup Type list, and click OK:

Network Associates Alert Manager

Network Associates McShield

Network Associates Task Manager

Step 3 Close the Services MMC.


To run Cisco Unity Setup on the secondary server


Step 1 On the secondary server, log on to Windows by using the Cisco Unity installation account.

Step 2 Insert Cisco Unity Disc 1 in the CD-ROM drive.

Step 3 Browse to the root directory, and double-click Setup.exe.

Step 4 Follow the on-screen prompts until the System Key dialog box appears.

Step 5 If you are not changing licensed features (such as number of ports and text-to-speech engine), in the System Key dialog box, click Use the Current License Settings, then skip to Step 8.

If you are changing licensed features, in the System Key dialog box, click Update or Initialize License Settings from Update File, and continue with Step 6.

Step 6 Insert the Cisco Unity Activation Code disk in drive A.

(When Cisco Unity was registered on Cisco.com, Cisco replied with an e-mail containing an attached file with an activation code for the system key. The instructions in the e-mail directed that the attached file be saved to a disk. For more information, refer to the "Cisco Unity Activation Code" section in the "Installing a Cisco Unity 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/unity31/inst/index.htm).

Step 7 Browse to drive A, click the file on the disk, then click Open.

Step 8 Click Next.

Step 9 Follow the on-screen prompts until the Select Features dialog box appears.

Step 10 If the Cisco Unity server contains Intel Dialogic voice cards, check the Install Voice Card Software check box.

Otherwise, uncheck the Install Voice Card Software check box.

Step 11 Click Next.

Step 12 Follow the on-screen prompts until the Cisco Unity Languages dialog box appears.

Step 13 Choose the language(s) to install.

Australian English, New Zealand English, and Colombian Spanish are not available as text-to-speech (TTS) languages. To use one of these languages for your phone language, you must also install another language for your TTS language:

English (Australian)

Also install English (United States) for TTS.

English (New Zealand)

Also install English (United States) for TTS.

Spanish (Colombia)

Also install Spanish (Spain) for TTS.


TTS is not available in Norwegian.

Step 14 Follow the on-screen prompts until you are prompted to restart the Cisco Unity server.

Step 15 Check the Yes, I Want to Restart My Computer Now check box, and click Finish.


If McAfee NetShield is installed on the Cisco Unity server, the virus-scan services must be re-enabled now that you have run the Cisco Unity Setup program. You also need to exclude a directory from scanning so the Cisco Unity Administrator and ActiveAssistant will work properly.

To re-enable McAfee NetShield services on the secondary server and exclude a Cisco Unity directory from scanning


Step 1 On the secondary server, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, double-click each of the following services, and click Automatic in the Startup Type list, then click OK:

Network Associates Alert Manager

Network Associates McShield

Network Associates Task Manager

Step 3 Right-click each of the following services, and click Start:

Network Associates Alert Manager

Network Associates McShield

Network Associates Task Manager

Step 4 Close the Services MMC.

Step 5 In the status bar, right-click the NetShield icon, and click Properties.

Step 6 Click the Exclusions tab.

Step 7 Click Add.

Step 8 In the File, Folder, or Drive to Exclude box, enter the name of the directory in which Cisco Unity was installed (C:\CommServer is the default directory).

Step 9 Check the Include Subfolders check box.

Step 10 Uncheck the Exclude from Inbound check box.

Step 11 Check the Exclude from Outbound check box.

Step 12 Click OK to close the Add Exclusion Item dialog box.

Step 13 Click OK to close the NetShield Properties dialog box.


To manually fail over to the secondary server while automatic failover and failback are disabled


Step 1 On the primary Cisco Unity server, on the Windows Start menu, click Programs > Unity > Failover Monitor.

Step 2 Click Force Inactive.

Step 3 Click OK to confirm.

Step 4 On the secondary Cisco Unity server, on the Windows Start menu, click Programs > Unity > Failover Monitor.

Step 5 Click Force Active.

Step 6 Click OK to confirm.


To run the Cisco Unity Setup program on the primary (currently inactive) server


Step 1 On the primary server, repeat the "To disable McAfee NetShield services on the secondary server" section.

Step 2 On the primary server, repeat the "To run Cisco Unity Setup on the secondary server" section.

Step 3 On the primary server, repeat the "To re-enable McAfee NetShield services on the secondary server and exclude a Cisco Unity directory from scanning" section.


To configure replication of the Cisco Unity database


Step 1 On the primary server, on the Windows Start menu, click Programs > Microsoft SQL Server > Enterprise Manager.

Step 2 In SQL Server Enterprise Manager, in the left pane, expand SQL Server Group, expand <Primary Cisco Unity server>, and expand Replication.

Step 3 Right-click the Replication folder, and click Configure Publishing, Subscribers, and Distribution.

Step 4 In the Welcome to the Configure Publishing and Distribution Wizard window, click Next.

Step 5 In the Select Distributor window, click Next to accept the default value of Make <Primary Cisco Unity server> Its Own Distributor.

Step 6 If the Configure SQL Server Agent window appears, click Next to accept the default value of Yes, Configure the SQL Server Agent Service to Start Automatically.

Step 7 In the Specify Snapshot Folder window, click Next to accept the default location for the folder.

Step 8 In the SQL Server Enterprise Manager message box, click Yes to confirm that you want to use the snapshot folder path specified in Step 7.

Step 9 In the Customize the Configuration window, click Next to accept the default value of No, Use the Following Default Settings.

Step 10 Click Finish.

Step 11 Click OK.

Step 12 Click Close.

Step 13 In SQL Server Enterprise Manager, expand SQL Server Group, expand <Primary Cisco Unity server>, and expand Replication.

Step 14 Right-click Publications, and click New Publication.

Step 15 In the Welcome to the Create Publication Wizard window, check the Show Advanced Options in this Wizard check box, and click Next.

Step 16 In the Choose Publication Database window, click UnityDb, and click Next.

Step 17 In the Select Publication Type window, click Transactional Publication, and click Next.

Step 18 In the Updatable Subscriptions window, uncheck the Immediate Updating check box, check the Queued Updating check box, and click Next.

Step 19 If the Transform Published Data window appears, click Next to accept the default value of No, Subscribers Receive Data Directly.

Step 20 In the Specify Subscriber Types window, click Next to accept the default values.

Step 21 In the Specify Articles window, click Article Defaults.

Step 22 In the Default Article Type dialog box, click Table Articles, and click OK.

Step 23 In the Default Table Article Properties dialog box, click the Snapshot tab.

Step 24 In the Name Conflicts section, click Delete All Data in the Existing Table, and click OK to close the Default Table Article Properties dialog box.

Step 25 In the Specify Articles window, in the list on the left, for the Tables object type, check the Show and Publish All check boxes.

Step 26 In the Select Publication Name and Description window, click Next to accept the default values.

Step 27 In the Customize the Properties of the Publication window, click Next to accept the default value of No, Create the Publication as Specified.

Step 28 Click Finish.

Step 29 Click Close.

The UnityDb:UnityDb publication appears under the Publications folder.

Step 30 Right-click UnityDb:UnityDb, and click Push New Subscription.

Step 31 In the Welcome to the Push Subscription Wizard window, check the Show Advanced Options in this Wizard check box, and click Next.

Step 32 In the Choose Subscribers window, under Enabled Subscribers, click the name of the secondary server, and click Next.

Step 33 In the Choose Destination Database window, click Next to accept the default value of UnityDb.

Step 34 In the Set Distribution Agent Location window, click Next to accept the default value of Run the Agent at the Distributor.

Step 35 In the Set Distribution Agent Schedule window, click Next to accept the default value of Continuously.

Step 36 In the Initialize Subscription window, check the Start Snapshot Agent to Begin the Initialization Process Immediately check box, and click Next.

Step 37 In the Updatable Subscriptions window, click Queued Updating, and click Next.

Step 38 In the Start Required Services window, click Next to accept the default value.

Step 39 In the Completing the Push Subscription Wizard window, click Finish.

Step 40 Click Close.

Step 41 In SQL Server Enterprise Manager, expand SQL Server Group, expand <Primary Cisco Unity server>, expand Replication, and expand Publications.

Step 42 Under Publications, right-click UnityDb:UnityDb, and click Properties.

Step 43 On the General tab of the Publication Properties dialog box, in the Subscription Expiration section, click Subscriptions Never Expire.

Step 44 Click OK to close the Publication Properties dialog box.

Step 45 In SQL Server Enterprise Manager, expand SQL Server Group, expand <Primary Cisco Unity server>, and click Replication Monitor.

Step 46 In the SQL Server Enterprise Manager dialog box, click Yes, Automatically Refresh Replication Monitor by Polling the Distributor, and click OK.


To re-enable automatic failover and failback


Step 1 On the primary Cisco Unity server, on the Windows Start menu, click Programs > Unity > Failover Monitor.

Step 2 Click Advanced.

Step 3 Uncheck the Disable Automatic Failover and Failback check box.


Troubleshooting

Cisco Unity troubleshooting information can be found:

In the Cisco Unity Troubleshooting Guide, which is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/tsg/index.htm.

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

Cisco Unity Demonstration System

Cisco TAC does not provide support for Cisco Unity demonstration systems.

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

4 Visual Messaging Interface sessions

5 voice mail users

5 fax mail users

5 text-to-speech users

5 ViewMail for Microsoft Outlook users

5 Cisco Unity ActiveAssistant users

5 Cisco Unity Visual Messaging Interface 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, circuit-switched 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, the Cisco CallManager 3.1 Integration Guide, or the Cisco CallManager 3.2 Integration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/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 3.1" 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/unity31/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 4 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/sysreq/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity Customization Worksheets

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

Cisco Unity Release Notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

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

Cisco Unity-CM TSP Release Notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/tsp/index.htm and on the Cisco Documentation CD-ROM.

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, on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm, and on the Cisco Documentation CD-ROM.

Cisco Unity integration guides for various phone systems

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity System Administration Guide

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Networking in Cisco Unity

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity Troubleshooting Guide

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm and on the Cisco Documentation CD-ROM.

Cisco Unity User Guide

Available in print, 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 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 1 card

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

Online Help

Available in:

The Cisco Unity ActiveAssistant (context-sensitive)

The Cisco Unity Administrator (context-sensitive)

The Cisco Unity Visual Messaging Interface (context-sensitive)

ViewMail for Microsoft Outlook

Cisco Unity white papers and application notes

Available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/index.htm and on the Cisco Documentation CD-ROM.

Translated Cisco Unity documentation

Pieces of the Cisco Unity documentation set are available in French and German on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/trans/index.htm and on the Cisco Documentation CD-ROM.


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.