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Cisco Unified CallManager 4.0 Integration Guide for Cisco Unity 4.0

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Table Of Contents

Cisco Unified CallManager 4.0 Integration Guide for Cisco Unity 4.0

Integration Tasks

Task List to Create the Integration

Task List to Make Changes to an Integration

Task List to Change the Number of Voice Messaging Ports

Task List to Delete an Existing Integration

Requirements

Integration Description

Call Information

Integration Functionality

Integrations with Multiple Phone Systems

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

Preparing for Programming the Phone System

Programming the Cisco Unified CallManager Phone System

For a Cisco Unity Server Without Failover or for a Cisco Unity Primary Server

For a Cisco Unity Secondary Server

Setting Up the Gateways That Service Cisco Unity

Creating a New Integration with the Cisco Unified CallManager Phone System (SCCP)

Testing the Integration

Integrating a Secondary Server for Cisco Unity Failover

Requirements

Integration Description

Setting Up the Secondary Server for Failover

Changing the Settings for an Existing Integration

Changing the Number of Voice Messaging Ports

Deleting an Existing Integration


Appendix: Using Alternate Extensions and MWIs

Alternate Extensions

Setting Up Alternate Extensions

Alternate MWIs

Setting Up Alternate MWIs for Extensions on the Same Phone System

MWIs for Extensions on a Non-Integrated Phone System

Setting Up MWIs for Extensions on a Non-Integrated Phone System


Appendix: Documentation and Technical Assistance

Conventions

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Cisco Unified CallManager 4.0 Integration Guide for Cisco Unity 4.0


Revised March 31, 2006

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

Integration Tasks

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

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

Task List to Create the Integration

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

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

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

3. Program Cisco Unified CallManager.

Without Cisco Unity failover—Do the procedures in the "For a Cisco Unity Server Without Failover or for a Cisco Unity Primary Server" section, in the order given.

Cisco Unity failover primary server—Do the procedures in the "For a Cisco Unity Server Without Failover or for a Cisco Unity Primary Server" section, in the order given.

Cisco Unity failover secondary server—Do the procedures in the "For a Cisco Unity Secondary Server" section, in the order given.

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

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

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

7. If you have a secondary server for Cisco Unity failover, integrate the secondary server. See the "Integrating a Secondary Server for Cisco Unity Failover" section.

Task List to Make Changes to an Integration

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

1. Start the Cisco Unity Telephony Integration Manager (UTIM). See the "Changing the Settings for an Existing Integration" section.

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

Task List to Change the Number of Voice Messaging Ports

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

1. Change the number of voice messaging ports. See the "Changing the Number of Voice Messaging Ports" section.

2. Start the Cisco Unity Telephony Integration Manager (UTIM). See the "Changing the Settings for an Existing Integration" section.

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

Task List to Delete an Existing Integration

Use the following task list to remove an existing integration.

1. Start the Cisco Unity Telephony Integration Manager (UTIM). See the "Deleting an Existing Integration" section.

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

Requirements

The Cisco Unified CallManager integration supports configurations of the following components:

Phone System

A Cisco IP telephony applications server consisting of Cisco Unified CallManager 4.0(1) or later, running on a Cisco Media Convergence Server (MCS) or customer-provided server meeting approved Cisco configuration standards.

IP phones for the Cisco Unified CallManager extensions.

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

For multiple Cisco Unified CallManager clusters, subscribers can dial an extension on another Cisco Unified CallManager cluster without having to dial a trunk access code or prefix.

Cisco Unity Server

Cisco Unity installed and ready for the integration, as described in the applicable Cisco Unity installation guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

The applicable Cisco Unity-CM TSP, installed. For details on compatible versions of the TSP, refer to the Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, Cisco Unified CallManager, and Cisco Unified CallManager Express at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/tspmtrx.htm.

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

Integration Description

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

Figure 1 Connections Between the Phone System and Cisco Unity

Call Information

The phone system sends the following information with forwarded calls:

The extension of the called party

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

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

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

Integration Functionality

The Cisco Unified CallManager integration with Cisco Unity provides the following features:

Call forward to personal greeting

Call forward to busy greeting

Caller ID

Easy message access (a subscriber can retrieve messages without entering an ID because Cisco Unity identifies the subscriber based on the extension from which the call originated; a password may be required)

Identified subscriber messaging (Cisco Unity identifies the subscriber who leaves a message during a forwarded internal call, based on the extension from which the call originated)

Message waiting indication (MWI)

The functionality of this integration may be affected by the issues described below.

Use of Cisco Unified Survivable Remote Site Telephony (SRST) Router

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

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

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

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

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

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

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

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

When the Cisco Unified SRST router uses PRI/BRI connections, the caller ID for calls from a branch office to Cisco Unity may be the full number (exchange plus extension) provided by the PSTN and therefore may not match the extension of the Cisco Unity subscriber. If this is the case, you can let Cisco Unity recognize the caller ID by using alternate extensions (for instructions, see the "Appendix: Using Alternate Extensions and MWIs" section) or by using extension remapping (for instructions, refer to the "Remapping Extension Numbers" section of the "System Settings" chapter in the applicable Cisco Unity System Administration Guide (release 4.0(3) or later), available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

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

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

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

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

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

Integrations with Multiple Phone Systems

Depending on the version, Cisco Unity can be integrated with two or more phone systems:

Cisco Unity 4.0 and 4.1 can be integrated with a maximum of two phone systems at one time. For information on and instructions for integrating Cisco Unity with two phone systems, refer to the Dual Phone System Integration Guide at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/integuid/multi/itmultin.htm.

Cisco Unity 4.2 and later can be integrated with two or more phone systems at one time. For information on the maximum supported combinations and instructions for integrating Cisco Unity with multiple phone systems, refer to the Multiple Phone System Integration Guide at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/integuid/multi/multcu42.htm.

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

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

The number of voice messaging ports installed.

The number of voice messaging ports that will answer calls.

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

The number of voice messaging ports that will be dedicated to set MWIs if Cisco Unity is connected to multiple clusters of Cisco Unified CallManager and if the Cisco Unified CallManager server has dedicated MWI voice messaging ports.

The following table describes the voice messaging port settings in Cisco Unity that can be set in UTIM, and that are displayed as read-only text on the System > Ports page of the Cisco Unity Administrator.

Table 1 Settings for the Voice Messaging Ports 

Field
Considerations

Extension

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

Enabled

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

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

Answer Calls

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

Message Notification

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

Dialout MWI

(not used by serial or SMDI integrations)

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

AMIS Delivery

(available with the AMIS licensed feature only)

Check this check box to designate the port for making outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. Cisco Unity supports the Audio Messaging Interchange Specification (AMIS) protocol, which provides an analog mechanism for transferring voice messages between different voice messaging systems.

This setting affects outbound AMIS calls only. All ports are used for incoming AMIS calls.

Because the transmission of outgoing AMIS messages may tie up voice ports for long periods of time, you may want to adjust the schedule on the Network > AMIS > Schedule page so that outgoing AMIS calls are placed during closed hours or at times when Cisco Unity is not processing many calls.

TRAP Connection

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


The Number of Voice Messaging Ports to Install

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

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

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

The number of subscribers.

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

The number of calls made for message notification.

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

The number of AMIS delivery calls.

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

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

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

The Number of Voice Messaging Ports That Will Answer Calls

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

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

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

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

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

Turn MWIs on and off for subscriber extensions.

Make outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. (This action is available only with the AMIS licensed feature.)

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

Typically, these voice messaging ports are the least busy ports.


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

The Number of Voice Messaging Ports That Will Be Dedicated to Activating MWIs on Other Cisco Unified CallManager Clusters

If Cisco Unity services multiple clusters of Cisco Unified CallManager, there must be at least one voice messaging port per cluster dedicated for turning MWIs on and off for each cluster. For example, if the system has four clusters, at least four ports on Cisco Unity must be dedicated to activating MWIs, one port for each cluster.

Preparing for Programming the Phone System

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

Programming the Cisco Unified CallManager Phone System

After Cisco Unified CallManager software is installed, do the procedures in the applicable section to program Cisco Unified CallManager to work with Cisco Unity:

A Cisco Unity server without failover—Do the procedures in the "For a Cisco Unity Server Without Failover or for a Cisco Unity Primary Server" section, in the order given.

A Cisco Unity failover primary server—Do the procedures in the "For a Cisco Unity Server Without Failover or for a Cisco Unity Primary Server" section, in the order given.

A Cisco Unity failover secondary server—Do the procedures in the "For a Cisco Unity Secondary Server" section, in the order given.

For a Cisco Unity Server Without Failover or for a Cisco Unity Primary Server

Do the following procedures in the order given.

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


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

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

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

Step 4 Click Insert.

Step 5 Click Add a New Partition.

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

Step 7 Click Insert.

Step 8 Click Route Plan > Calling Search Space.

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

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

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

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

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

Step 13 Click Insert.

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

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

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

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


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

Step 18 Click Update.

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


To Add a Device Pool for the Voice Mail Ports


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

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

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

Table 2 Settings for the Device Pool Configuration Page 

Field
Setting

Device Pool Name

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

Cisco Unified CallManager Group

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

Date/Time Group

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

Region

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

Softkey Template

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

SRST Reference

Click the survivable remote site telephony (SRST) reference to assign to the voice mail ports in this device pool.

Network Hold MOH Source

Click None.

User Hold MOH Audio Source

Click None.


Step 4 Click Insert.


To Add Voice Mail Ports to Cisco Unified CallManager

Add a voice mail port to Cisco Unified CallManager for each port that you are connecting to Cisco Unity (either for a Cisco Unity server without failover or for a Cisco Unity primary server).


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

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

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


Caution If Cisco Unity is configured for failover, the name of the voice mail server and voice mail ports that serve the secondary server must be different from the name of the voice mail server and voice mail ports that serve the primary server. Otherwise, the secondary server cannot function correctly.

Step 4 Click Next.

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

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

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

Table 3 Settings for the Voice Mail Device Information Page 

Field
Setting

Description

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

Device Pool

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

Calling Search Space

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

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

Location

Accept the default of None.


Step 7 Click Next.

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

Table 4 Settings for the Voice Mail Directory Numbers Page 

Field
Setting

Beginning Directory Number

Enter the extension number of the first voice mail port.

Partition

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

Calling Search Space

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

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

Display

Accept the default of Voicemail. (This text appears on the phone when the pilot number is dialed.)


Caution If Cisco Unity is configured for failover, do not change the default setting for this field. Otherwise, the integration will not function correctly.

AAR Group

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

External Number Mask

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


Step 9 Click Next.

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

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

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


To Add Voice Mail Ports to Line Groups


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

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

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

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

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

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

Field
Setting

Line Group Name

Without Cisco Unity failover—Enter Cisco Unity Answering Ports or another unique name for line groups.

Primary failover server—Enter Cisco Unity Primary Answering Ports or another unique name for line groups.

RNA Reversion Timeout

Accept the default of 10.

Distribution Algorithm

Accept the default of Top Down.

No Answer

Without Cisco Unity failover—Accept the default of Try Next Member; Then, Try Next Group in Hunt List.

Primary failover server—Click Skip Remaining Members, and Go Directly to Next Group in Hunt List.

Busy

Without Cisco Unity failover—Accept the default of Try Next Member; Then, Try Next Group in Hunt List.

Primary failover server—Click Try Next Member, but Do Not Go to Next Group.

Not Available

Without Cisco Unity failover—Accept the default of Try Next Member; Then, Try Next Group in Hunt List.

Primary failover server—Click Skip Remaining Members, and Go Directly to Next Group in Hunt List.


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

Step 5 Click Find.

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


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

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


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

Step 8 Click Insert.

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

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

Step 10 Click Add New Line Group.

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

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

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

Field
Setting

Line Group Name

Without Cisco Unity failover—Enter Cisco Unity Dial-Out Ports or another unique name.

Primary failover server—Enter Cisco Unity Primary Dial-Out Ports or another unique name.

RNA Reversion Timeout

Accept the default of 10.

Distribution Algorithm

Accept the default of Top Down.

No Answer

Click Stop Hunting.

Busy

Click Stop Hunting.

Not Available

Click Stop Hunting.


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

Step 13 Click Find.

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


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

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


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

Step 16 Click Insert.


To Add the Line Group to a Route/Hunt List


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

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

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

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

Field
Setting

Route/Hunt List Name

Enter Cisco Unity Answering Ports or another unique name for route/hunt lists.

Description

Enter Cisco Unity ports that answer calls or another description.

Cisco Unified CallManager Group

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


Step 4 Click Insert.

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

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

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

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

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

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

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


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


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

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

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

Table 8 Settings for Route Pattern/Hunt Pilot Configuration Page 

Field
Setting

Route Pattern/Hunt Pilot

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

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

Partition

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

Description

Enter Cisco Unity Hunt Pilot or another description.

Numbering Plan

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

Route Filter

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

MLPP Precedence

Accept the default setting, or click another setting.

Gateway or Route/Hunt List

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

Provide Outside Dial Tone

Uncheck the check box.


Step 4 Click Insert.


To Specify MWI Directory Numbers


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

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

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

Table 9 Settings for Turning MWIs On 

Field
Setting

Message Waiting Number

Enter the unique extension that turns MWIs on.

Description

Enter DN to turn MWIs on or another description.

Message Waiting Indicator

Click On.

Partition

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

Calling Search Space

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


Step 4 Click Insert.

Step 5 Click Add a New Message Waiting Number.

Step 6 Enter the following settings for turning MWIs off.

Table 10 Settings for Turning MWIs Off 

Field
Setting

Directory Number

Enter the unique extension that turns MWIs off.

Description

Enter DN to turn MWIs off or another description.

Message Waiting Indicator

Click Off.

Partition

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

Calling Search Space

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


Step 7 Click Insert.


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

The voice mail pilot number is the extension that you dial to listen to your voice messages. Your Cisco IP phone automatically dials the voice mail pilot number when you press the Messages button.


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

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

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

Table 11 Settings for the Voice Mail Pilot Configuration Page 

Field
Setting

Voice Mail Pilot Number

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

Description

Enter Cisco Unity Pilot or another description.

Calling Search Space

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

Make This the Default Voice Mail Pilot for the System

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


Step 4 Click Insert.


To Set Up the Voice Mail Profile


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

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

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

Table 12 Settings for the Voice Mail Profile Configuration Page 

Field
Setting

Voice Mail Profile Name

Enter a name to identify the voice mail profile.

Description

Enter Cisco Unity Profile or another description.

Voice Mail Pilot

Click one of the following:

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

Use Default

Voice Mail Box Mask

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

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

Make This the Default Voice Mail Profile for the System

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

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


Step 4 Click Insert.


To Set Up the Voice Mail Server Service Parameters


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

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

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

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

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

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

Step 6 Under Clusterwide Parameters (Device - H323), locate the H225 DTMF Duration parameter.

Step 7 If you will use the Cisco Unity Bridge or AMIS to connect Cisco Unified CallManager and Cisco Unity to a supported third-party voice messaging system, confirm that this parameter is set to 100.

Step 8 If you changed any settings, click Update. Then shut down and restart the Cisco Unified CallManager server.


If your Cisco Unity system is not configured for failover, skip to the "Setting Up the Gateways That Service Cisco Unity" section. If your system uses failover, continue on to the "For a Cisco Unity Secondary Server" section.


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


For a Cisco Unity Secondary Server

When you program Cisco Unified CallManager for the secondary Cisco Unity server, do the following procedures in the order given.

To Add Voice Mail Ports to Cisco Unified CallManager (Secondary Cisco Unity Server)

Add a voice mail port to Cisco Unified CallManager for each port that you are connecting to the secondary Cisco Unity server.


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

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

Step 3 On the Cisco Voice Mail Server page, the name of the voice mail server appears. Enter a unique name for the voice mail server; the name must have no more than nine characters.


Caution The name of the voice mail server and voice mail ports that serve the secondary server must be different from the name of the voice mail server and voice mail ports that serve the primary server. Otherwise, the secondary server cannot function correctly.

Step 4 Click Next.

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

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

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

Table 13 Settings for the Cisco Voice Mail Device Information Page 

Field
Setting

Description

Enter Cisco Voice Mail Secondary Port or another description.

Device Pool

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

Calling Search Space

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

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

Location

Accept the default of None.


Step 7 Click Next.

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

Table 14 Settings for the Cisco Voice Mail Directory Numbers Page 

Field
Setting

Beginning Directory Number

Enter the extension number of the first voice mail port that will connect to the secondary Cisco Unity server.

Partition

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

Calling Search Space

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

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

Display

Accept the default of Voicemail.

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

AAR Group

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

External Number Mask

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


Step 9 Click Next.

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

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

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


To Add Voice Mail Ports to Line Groups (Secondary Cisco Unity Server)


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

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

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

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

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

Table 15 Settings for the Line Group Configuration Page for Answering Ports 

Field
Setting

Line Group Name

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

RNA Reversion Timeout

Accept the default of 10.

Distribution Algorithm

Accept the default of Top Down.

No Answer

Click Try Next Member, but Do Not Go to Next Group.

Busy

Click Try Next Member, but Do Not Go to Next Group.

Not Available

Click Try Next Member, but Do Not Go to Next Group.


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

Step 5 Click Find.

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


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

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


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

Step 8 Click Insert.

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

Otherwise, skip the remaining steps in this procedure and continue on to the "To Add the Line Group to a Route/Hunt List (Secondary Cisco Unity Server)" procedure.

Step 10 Click Add New Line Group.

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

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

Table 16 Settings for the Line Group Configuration Page for Dial-Out Ports 

Field
Setting

Line Group Name

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

RNA Reversion Timeout

Accept the default of 10.

Distribution Algorithm

Accept the default of Top Down.

No Answer

Click Stop Hunting.

Busy

Click Stop Hunting.

Not Available

Click Stop Hunting.


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

Step 13 Click Find.

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


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

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


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

Step 16 Click Insert.


To Add the Line Group to a Route/Hunt List (Secondary Cisco Unity Server)


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

Step 2 On the Find and List Route/Hunt Lists page, if no route/hunt lists appear, click Find.

Otherwise, continue with Step 3.

Step 3 Under Route/Hunt List Name, click the hunt list you created for voice mail ports that will answer calls. For example, click "Cisco Unity Answering Ports."

Step 4 On the Route/Hunt List Configuration page, under Route/Hunt List Member Information, click Add Line Group.

Step 5 On the Route/Hunt List Detail Configuration page, in the Line Group list, click the line group you created for the directory numbers of the voice mail ports on the secondary server that will answer calls (for example, click "Cisco Unity Secondary Answering Ports"). Then click Insert.

Step 6 When alerted that the line group has been inserted, click OK.

Step 7 On the Route/Hunt List Configuration page, click Reset.

Step 8 When asked to confirm resetting the route/hunt list, click OK.

Step 9 When alerted that the route/hunt list has been reset, click OK.


Setting Up the Gateways That Service Cisco Unity

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

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

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

To Enable DTMF Relay


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

dtmf-relay h245-alphanumeric

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

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


For information about the supported gateways for the Cisco Unity Bridge or AMIS, refer to the following documents:

Cisco Unity Bridge—Refer to the "Supported Cisco Gateways" section in Cisco Unity Bridge System Requirements, and Supported Hardware and Software at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

AMIS—Refer to the "Recommendations for Using AMIS with Cisco Gateways" section in the applicable document for your version of Cisco Unity: Cisco Unity System Requirements, and Supported Hardware and Software or Supported Hardware and Software, and Support Policies for Cisco Unity. The documents are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

Creating a New Integration with the Cisco Unified CallManager Phone System (SCCP)

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


Note If you are integrating with multiple clusters of Cisco Unified CallManager and you have already created the integration with the first cluster, you must integrate Cisco Unity with each additional cluster. Skip to the "To Create an Integration with a Second Cluster of Cisco Unified CallManager" procedure.


To Create an Integration


Step 1 If UTIM is not already open, on the Windows Start menu of the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. UTIM appears.

Step 2 In the left pane of the UTIM window, click Cisco Unity Server.

Step 3 On the Integration menu of the UTIM window, click New. The Telephony Integration Setup Wizard appears.

Step 4 On the Welcome page, click the applicable phone system type, depending on your version of Cisco Unity:

Cisco Unity 4.2 or later—SCCP (Cisco Unified CallManager and Cisco Unified CallManager Express only)

Cisco Unity 4.0 or 4.1—Cisco CallManager

Step 5 Click Next.

Step 6 On the Name Cisco Unified CallManager Integration and Cluster page, enter the following settings, then click Next.

Table 17 Settings for the Name Cisco Unified CallManager Integration and Cluster Page 

Field
Setting

Integration Name

<the name you will use to identify this Cisco Unified CallManager integration; accept the default name or enter another name>

Cluster Name

<the name you will use to identify this Cisco Unified CallManager cluster; accept the default name or enter another name>


Step 7 On the Enter Cisco Unified CallManager IP Address and Port page, enter the following settings, then click Next.

Table 18 Settings for the Enter Cisco Unified CallManager IP Address and Port Page 

Field
Setting

IP Address/Name

<the IP address (or DNS name) of the Cisco Unified CallManager server that you are connecting to Cisco Unity; if you are connecting to a Cisco Unified CallManager cluster, we recommend entering the IP address (or DNS name) of a subscriber Cisco Unified CallManager server>

TCP Port

<the TCP port of the Cisco Unified CallManager server that you are connecting to Cisco Unity; we recommend using the default setting>


You can click Ping Server to confirm that the IP address is correct.

Step 8 On the Enter Secondary Server Settings for Failover page, in the IP Address/Name field, enter the IP address (or DNS name) and port of all remaining subscriber Cisco Unified CallManager servers in the cluster and of the publisher Cisco Unified CallManager server. Then click Add after entering each so that the IP addresses of all secondary servers appear in the list. If there is only one Cisco Unified CallManager server in the cluster, leave this page blank.

The IP addresses of the subscriber Cisco Unified CallManager servers must appear in descending order, so that the subscriber Cisco Unified CallManager server at the top of the list is the first to take over call processing functions during failover, and the publisher Cisco Unified CallManager server is the last.

You can click Ping Servers to confirm that the IP addresses are correct.

Step 9 If you want Cisco Unity to automatically reconnect to the primary Cisco Unified CallManager server after failover has been corrected, check the Reconnect to Primary Cisco Unified CallManager Server check box.

Step 10 Click Next.

Step 11 On the Enter Cisco Unified CallManager MWI Extensions page, enter the following settings, then click Next.

Table 19 Settings for the Enter CallManager MWI Extensions Page 

Field
Setting

MWI On Extension

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

MWI Off Extension

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


Step 12 On the Set Number of Voice Messaging Ports page, enter the following settings, then click Next.

Table 20 Settings for the Set Number of Voice Messaging Ports Page 

Field
Setting

Number of Ports

<the number of voice messaging ports connecting Cisco Unity to the Cisco Unified CallManager server; if Cisco Unity is connected to a single Cisco Unified CallManager server, this number cannot be more than the number of ports set up on Cisco Unified CallManager; if Cisco Unity is connected to multiple clusters of Cisco Unified CallManager, this number cannot be more than the number of ports set up on the Cisco Unified CallManager cluster, and the total number of ports on all clusters connected to Cisco Unity cannot be more than the number of ports enabled by the Cisco Unity license>

CallManager Device Name Prefix

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


Caution If Cisco Unity is configured for failover, the CallManager Device Name Prefix setting for the secondary server must be different from the CallManager Device Name Prefix setting for the primary server. Otherwise, the secondary server cannot function correctly.

You can click Verify to confirm that the CallManager device name prefix is correct.

Step 13 If other integrations already exist, the Enter Trunk Access Code page appears. Enter the extra digits that Cisco Unity must use to transfer calls through the gateway to extensions on the other phone systems with which it is integrated. Then click Next.

Step 14 (Cisco Unity 4.2 and later only) On the Reassign Subscribers page, any subscribers whose phone system integration has been deleted and who are not currently assigned to a phone system integration will appear in the list.

If no subscribers appear in the list, click Next and continue to Step 15.

Otherwise, select the subscribers that you want to assign to this phone system integration and click Next. You can use the following selection controls for selecting subscribers.

Table 21 Selection Controls for the Reassign Subscribers Page 

Selection Control
Effect

Check All

Checks the check boxes for all subscribers in the list.

Uncheck All

Unchecks the check boxes for all subscribers in the list.

Toggle Selected

For the subscribers highlighted in the list, toggles between checking and unchecking the check boxes.

If some highlighted subscriber check boxes are checked and others are unchecked, clicking this button will check all the check boxes. Clicking again will uncheck all the check boxes.


Step 15 (Cisco Unity 4.2 and later only) On the Reassign Call Handlers page, any call handlers whose phone system integration has been deleted and that are not currently assigned to a phone system integration will appear in the list.

If no call handlers appear in the list, click Next and continue to Step 16.

Otherwise, select the call handlers that you want to assign to this phone system integration and click Next. You can use the following selection controls for selecting call handlers.

Table 22 Selection Controls for the Reassign Call Handlers Page 

Selection Control
Effect

Check All

Checks the check boxes for all call handlers in the list.

Uncheck All

Unchecks the check boxes for all call handlers in the list.

Toggle Selected

For the call handlers highlighted in the list, toggles between checking and unchecking the check boxes.

If some highlighted call handler check boxes are checked and others are unchecked, clicking this button will check all the check boxes. Clicking again will uncheck all the check boxes.


Step 16 On the Completing page, verify the settings you entered, then click Finish.

Step 17 At the prompt to restart the Cisco Unity services, click Yes. The Cisco Unity services restart.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.


To Enter the Voice Messaging Port Settings for the Integration


Step 1 After the Cisco Unity services restart, on the View menu, click Refresh.

Step 2 In the left pane of the UTIM window, expand the phone system integration that you are creating.

Step 3 In the left pane, click the name of the cluster.

Step 4 In the right pane, click the Ports tab.

Step 5 Enter the settings shown in Table 23 for the voice messaging ports.

For the voice messaging ports assigned to a given Cisco Unified CallManager cluster, to get the best performance use the first voice messaging ports for incoming calls and the last ports to dial out. This helps minimize the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity takes the port off-hook to dial out. Set the ports assigned to each Cisco Unified CallManager cluster in this manner.


Caution In programming Cisco Unified CallManager, do not send calls to voice messaging ports in Cisco Unity that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Dialout MWI, do not send calls to it.

Table 23 Settings for the Voice Messaging Ports 

Field
Considerations

Extension

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

Enabled

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

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

Answer Calls

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

Message Notification

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

Dialout MWI

(not used by serial or SMDI integrations)

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

AMIS Delivery

(available with the AMIS licensed feature only)

Check this check box to designate the port for making outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. Cisco Unity supports the Audio Messaging Interchange Specification (AMIS) protocol, which provides an analog mechanism for transferring voice messages between different voice messaging systems.

This setting affects outbound AMIS calls only. All ports are used for incoming AMIS calls.

Because the transmission of outgoing AMIS messages may tie up voice ports for long periods of time, you may want to adjust the schedule on the Network > AMIS > Schedule page so that outgoing AMIS calls are placed during closed hours or at times when Cisco Unity is not processing many calls.

TRAP Connection

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


Step 6 Click Save.

Step 7 Repeat Step 3 and Step 6 for the remaining clusters, if any.

Step 8 If Cisco Unity integrates with only one cluster of Cisco Unified CallManager, exit UTIM, skip the remaining procedure in this section, and continue to the "Testing the Integration" section.

If Cisco Unity integrates with multiple clusters of Cisco Unified CallManager, continue to the next procedure.


To Create an Integration with a Second Cluster of Cisco Unified CallManager

If Cisco Unity integrates with only one cluster of Cisco Unified CallManager, skip this procedure.


Step 1 In the left pane of the UTIM window, click the Cisco Unified CallManager integration.

Step 2 On the Cluster menu, click New. The Add Server Dialog box appears.

Step 3 Enter the following settings.

Table 24 Settings for the Add Server Dialog Box 

Field
Setting

IP Address or Host Name

<the IP address (or DNS name) of a subscriber Cisco Unified CallManager server>

Port

<the TCP port of the Cisco Unified CallManager server that you are connecting to Cisco Unity; we recommend using the default setting>

TLS Port

<the secure port that Cisco Unified CallManager uses for secure call-signaling messages; leave this field blank>


Step 4 Click OK.

Step 5 When prompted to enter the remaining settings for the cluster, click OK.

Step 6 Click the Servers tab, and, in the Display Name field, enter Cisco Unified CallManager Cluster 02 or another name that you will use to identify this Cisco Unified CallManager cluster.

Step 7 If there are no additional Cisco Unified CallManager servers in this cluster, continue to Step 13.

If there are additional Cisco Unified CallManager servers in this cluster, click Add. The Servers dialog box appears.

Step 8 Enter the following settings.

Table 25 Settings for the Add Server Dialog Box 

Field
Setting

IP Address or Host Name

<the IP address (or DNS name) of a Cisco Unified CallManager server>

Port

<the TCP port of the Cisco Unified CallManager server that you are connecting to Cisco Unity; we recommend using the default setting>

TLS Port

<the secure port that Cisco Unified CallManager uses for secure call-signaling messages; leave this field blank>


Step 9 Click OK.

Step 10 Repeat Step 7 through Step 9 for all remaining Cisco Unified CallManager servers in the cluster.

Step 11 Enter the following settings.

Table 26 Settings for the Servers Tab 

Field
Setting

CallManager Device Name Prefix

Enter the prefix Cisco Unified CallManager adds to the device name for voice messaging ports. This prefix must match the prefix used by the Cisco Unified CallManager cluster.


Caution If Cisco Unity is configured for failover, the CallManager Device Name Prefix setting for the secondary server must be different from the CallManager Device Name Prefix setting for the primary server. Otherwise, the secondary server cannot function correctly.

Cluster Security Mode

Accept the default setting of Non-secure.

Reconnect to the Primary Cisco Unified CallManager server

Check this check box if you want Cisco Unity to automatically reconnect to the primary Cisco Unified CallManager server in the cluster after failover has been corrected.


Step 12 Click Verify Servers to confirm that the Cisco Unified CallManager server information is correct.

Step 13 Click the MWI tab, and enter the following settings.

Table 27 Settings for the MWI Tab 

Field
Setting

On Extension

<the extension you specified in Cisco Unified CallManager Administration of the cluster for turning MWIs on>

Off Extension

<the extension you specified in Cisco Unified CallManager Administration of the cluster for turning MWIs off>


Step 14 Click the Ports tab, and click Add Port.

Step 15 In the Add Port dialog box, enter the number of voice messaging ports on Cisco Unity that you want to connect to the Cisco Unified CallManager cluster, and click OK.

This number cannot be more than the number of ports set up on the Cisco Unified CallManager cluster. This number cannot bring the total number of port installed on the Cisco Unity server to more than the number of ports enabled by the Cisco Unity license.

Step 16 Enter the settings shown in Table 28 for the voice messaging ports.


Caution In programming Cisco Unified CallManager, do not send calls to voice messaging ports in Cisco Unity that cannot answer calls (voice messaging ports that are not set to Answer Calls). For example, if a voice messaging port is set only to Dialout MWI, do not send calls to it.

Table 28 Settings for the Voice Messaging Ports 

Field
Considerations

Extension

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

Enabled

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

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

Answer Calls

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

Message Notification

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

Dialout MWI

(not used by serial or SMDI integrations)

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

AMIS Delivery

(available with the AMIS licensed feature only)

Check this check box to designate the port for making outbound AMIS calls to deliver voice messages from Cisco Unity subscribers to users on another voice messaging system. Cisco Unity supports the Audio Messaging Interchange Specification (AMIS) protocol, which provides an analog mechanism for transferring voice messages between different voice messaging systems.

This setting affects outbound AMIS calls only. All ports are used for incoming AMIS calls.

Because the transmission of outgoing AMIS messages may tie up voice ports for long periods of time, you may want to adjust the schedule on the Network > AMIS > Schedule page so that outgoing AMIS calls are placed during closed hours or at times when Cisco Unity is not processing many calls.

TRAP Connection

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


Step 17 Click the RTP tab, and confirm that the Automatically Assign option is selected.

Step 18 In the UTIM window, click Save.

Step 19 At the prompt to restart the Cisco Unity services, click Yes. The Cisco Unity services restart.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.

Step 20 After the Cisco Unity services restart, repeat Step 1 through Step 19 for all remaining Cisco Unified CallManager clusters.

Step 21 Exit UTIM.


Testing the Integration

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

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

The installation guide for the phone system.

Cisco Unity Troubleshooting Guide, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.

The setup information earlier in this guide.

To Set Up the Test Configuration


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

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


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

Step 3 In the Cisco Unity Administrator, create a test subscriber to use for testing by doing the applicable substeps below.

If your message store is Microsoft Exchange, do the following:

a. In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page.

b. Click the Add icon.

c. Select New Exchange Subscriber.

d. On the Add Subscriber page, enter the applicable information.

e. Click Add.

If your message store is IBM Lotus Domino, do the following:

a. In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page.

b. Click the Add icon.

c. Click Notes.

d. In the Address Book list, confirm that the address book listed is the one that contains the user data that you want to import.

If the address book that you want to use is not listed, go to the System > Configuration > Subscriber Address Books page and add a different address book.

e. In the Find Domino Person By list, indicate whether to search by short name, first name, or last name.

f. Enter the applicable short name or name. You also can enter * to display a list of all users, or enter one or more characters followed by * to narrow your search.

g. Click Find.

h. On the list of matches, click the name of the user to import.

i. On the Add Subscriber page, enter the applicable information.

j. Click Add.

Step 4 In the Extension field, enter the extension of Phone 1.

Step 5 In the Active Schedule field, click All Hours - All Days.

Step 6 Click the Save icon.

Step 7 In the navigation bar, click Call Transfer to go to the Subscribers > Subscribers > Call Transfer page for the test subscriber.

For more information on transfer settings, refer to the "Subscriber Template Call Transfer Settings" section in the Cisco Unity Administrator Help.

Step 8 Under Transfer Incoming Calls, click Yes, Ring Subscriber's Extension, and confirm that the extension number is for Phone 1.

Step 9 Under Transfer Type, click Release to Switch.

Step 10 Click the Save icon.

Step 11 In the navigation bar, click Messages to go to the Subscribers > Subscribers > Messages page for the test subscriber.

Step 12 Under Message Waiting Indicators (MWIs), check Use MWI for Message Notification.

Step 13 In the Extension field, enter x.

Step 14 Click the Save icon.

Step 15 Open the Status Monitor by doing one of the following:

In Internet Explorer, go to http://<Cisco Unity server name>/web/sm.

Double-click the desktop shortcut to the Status Monitor.

In the status bar next to the clock, right-click the Cisco Unity tray icon and click Status Monitor.


To Test an External Call with Release Transfer


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

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

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

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

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

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

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

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

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

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


To Test Listening to Messages


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

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

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

Step 4 When asked whether you want to listen to your message, press 1.

Step 5 After listening to the message, press 3 to delete the message.

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

Step 7 Hang up Phone 1.

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


To Set Up Supervised Transfer on Cisco Unity


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Call Transfer page.

If the name of the test subscriber is not displayed, click the Find icon (the magnifying glass) in the title bar, then click Find, and select the name of the test subscriber in the list that appears.

For more information on transfer settings, refer to the "Subscriber Template Call Transfer Settings" section in the Cisco Unity Administrator Help.

Step 2 Under Transfer Type, click Supervise Transfer.

Step 3 Set the Rings to Wait For field to 3.

Step 4 Click the Save icon.


To Test Supervised Transfer


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

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

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

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

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

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

Step 7 During the greeting, hang up Phone 2.

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


To Delete the Test Subscriber


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page.

If the name of the test subscriber is not displayed, click the Find icon (the magnifying glass) in the title bar, then click Find, and select the name of the test subscriber in the list that appears.

Step 2 In the title bar, click the Delete Subscriber icon (the X).

Step 3 Click Delete.


Integrating a Secondary Server for Cisco Unity Failover

The Cisco Unity failover feature enables a secondary server to provide voice messaging services when the primary server becomes inactive. For information on installing a secondary server for failover, refer to the applicable Cisco Unity installation guide, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

For information on failover, refer to the Cisco Unity Failover Configuration and Administration Guide. The Domino version of the guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/fail/fail401/dom/index.htm. The Exchange version of the guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/fail/fail401/ex/index.htm.

Requirements

The following components are required to integrate a secondary server:

One secondary server for each primary server installed and ready for the integration, as described in the applicable Cisco Unity installation guide and earlier in this integration guide.

A license that enables failover.

Integration Description

The phone system communicates with both the primary and secondary servers through the LAN. Figure 2 shows the required connections.

Figure 2 Connections Between Cisco CallManager and the Cisco Unity Servers

The primary and secondary servers act in the following manner:

When the primary server is operating normally, the secondary server is inactive.

When the primary server becomes inactive, the secondary server becomes active.

When the primary server becomes active again, the secondary server becomes inactive.

Setting Up the Secondary Server for Failover

Before proceeding, confirm that Cisco Unified CallManager is configured as described in the "Programming the Cisco Unified CallManager Phone System" section earlier in this integration guide. In particular, confirm that the name of the voice mail server and voice mail ports that serve the secondary server are different from the name of the voice mail server and voice mail ports that serve the primary server.

Do the following procedure to integrate the secondary server.

To Set Up the Secondary Server for Failover


Step 1 Install a secondary server with the same configuration as the primary server. For installation instructions, refer to the applicable Cisco Unity installation guide.

Step 2 On the Windows Start menu of the secondary server, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 3 On the Integration menu of the UTIM window, click New. The Telephony Integration Setup Wizard appears.

Step 4 Enter the settings to match the integration settings on the primary server, except for the CallManager Device Name Prefix setting.

The CallManager Device Name Prefix setting for the secondary server must be different from the CallManager Device Name Prefix setting for the primary server. Otherwise, the secondary server cannot function correctly.


Note We recommend not reassigning any unassigned subscribers and call handlers to the new integration, if you are asked by the wizard. Failover replication will automatically assign the correct integration.


Step 5 At the prompt to restart the Cisco Unity services, click Yes.


Note When restarting the Cisco Unity services, use the UTIM prompt instead of the Cisco Unity icon in the Windows taskbar. The taskbar icon does not restart all of the Cisco Unity services.


Step 6 After Cisco Unity restarts, on the Windows Start menu of the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. UTIM appears.

Step 7 In the left pane of the UTIM window, click the phone system integration that you created in Step 3.

Step 8 For Cisco Unity 4.0 and 4.1, continue to Step 9.

For Cisco Unity 4.2 and later, do the following substeps.

a. In the right pane, click Properties.

b. On the Integration tab, compare the setting of the Integration ID field for the secondary server to the setting of the Integration ID field for the primary server.

c. If the integration IDs of the phone system on the primary and secondary server are the same, continue to Step 9.

If the integration IDs of the phone system on the primary and secondary servers are different, on the secondary server, click Modify Integration ID.

d. When cautioned that subscribers associated with the current Integration ID setting will not be automatically associated with the new Integration ID setting, click OK.

e. In the Modify Integration ID dialog box, in the Enter New Integration ID field, enter the Integration ID setting for the phone system on the primary server and click OK.

f. Click Save.

g. At the prompt to restart the Cisco Unity services, click Yes.

h. In the left pane, click the phone system integration that you created in Step 3.

Step 9 In the left pane of the UTIM window, click the cluster.

Step 10 In the right pane, click the Ports tab.

Step 11 Enter the port settings to match the port settings on the primary server.

Step 12 Click Save.

Step 13 Exit UTIM.


Changing the Settings for an Existing Integration

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

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

To Change the Settings for an Integration


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane, double-click Unity Server. The existing integrations appear.

Step 3 Click the integration you want to modify.

Step 4 In the right pane, click the cluster for the integration.

Step 5 In the right pane, click the applicable tab for the integration.

Step 6 Enter new settings in the fields that you want to change.


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

Step 7 In the UTIM window, click Save.

Step 8 If prompted, restart the Cisco Unity services.


Changing the Number of Voice Messaging Ports

To change the number of voice messaging ports after you have finished installing and setting up Cisco Unified CallManager, do the following procedures.

To Change the Number of Voice Messaging Ports in the Cisco Unified CallManager Administration


Step 1 On the Cisco Unified CallManager server, use the Cisco Voice Mail Port Wizard to add or remove voice messaging ports, as applicable.

For information on adding voice messaging ports, see the "To Add Voice Mail Ports to Cisco Unified CallManager" procedure. For information on removing voice mail ports, refer to the Cisco Unified CallManager Administrator Help.

Step 2 Continue with the next procedure.


To Update Cisco Unity for Additional Voice Messaging Ports


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

Step 2 When you have the license, on the Cisco Unity server, click Programs > Cisco Unity > Licensing.

Step 3 On the Action menu, click Install License Files.

Step 4 Follow the on-screen instructions.


Note If you increase the number of voice messaging ports from 32 or fewer to more than 32, you must also install SQL Server 2000 as described in the applicable Cisco Unity installation guide.


Step 5 Continue with the "Changing the Settings for an Existing Integration" section.


Deleting an Existing Integration

If you want to delete an existing integration (for example, you have replaced the phone system with which Cisco Unity originally integrated), do the following procedure.

To Delete an Existing Integration


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane, double-click Unity Server. The existing integrations appear.

Step 3 Click the integration that you want to delete.

Step 4 On the Integration menu, click Delete.

Step 5 Follow the on-screen instructions to assign the subscribers of the deleted phone system integration to another phone system integration.

Step 6 At the prompt to restart the Cisco Unity services, click Yes. The Cisco Unity services restart.

Alternatively, you can restart the Cisco Unity services in UTIM on the Tools menu by clicking Restart Cisco Unity.

Step 7 If the integration you deleted used voice cards, remove the voice cards from the Cisco Unity server.



Appendix: Using Alternate Extensions and MWIs


Alternate Extensions

In addition to the "primary" extension that you specify for subscribers, you can assign subscribers up to nine alternate extensions. (The primary extension is the one that you assign to each subscriber when you create his or her subscriber account; it is listed on the Subscribers > Subscribers > Profile page.)

Reasons to Use Alternate Extensions

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

Handle multiple line appearances on subscriber phones.

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


Tip To reduce the number of requests from subscribers who want alternate extensions set up for multiple cell phones, home phones, and other phones, give subscribers class of service (COS) rights to specify their own set of alternate extensions. (See the Subscribers > Class of Service > Profile page.) With proper COS rights, a subscriber can specify up to five alternate extensions in the Cisco Unity Assistant—in addition to the nine that you can specify on the Subscribers > Alternate Extensions page in the Cisco Unity Administrator.


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

How Alternate Extensions Work

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

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

You can use the Advanced Settings tool in Tools Depot to specify a minimum extension length for the extensions entered in the Cisco Unity Administrator and the Cisco Unity Assistant. Refer to the Advanced Settings Tool Help for details on using the settings. Respectively, the settings are Administration—Set the Minimum Length for Locations, and Administration—Set the Minimum Length for Subscriber-Defined Alternate Extensions.

You can control whether subscribers can use the Cisco Unity Assistant to view the alternate extensions that you specify in the Cisco Unity Administrator. To do so, see the Subscribers > Class of Service > Profile page. The Subscriber-Defined Alternate Extension table displays the alternate extensions that the subscriber adds.

Neither the Cisco Unity Administrator nor the Cisco Unity Assistant will accept an extension that is already assigned to another subscriber (either as a primary or alternate extension), or to a public distribution list, call handler, directory handler, or interview handler. Cisco Unity verifies that each alternate extension is unique—up to the dialing domain level, if applicable—before allowing either an administrator or a subscriber to create it.

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

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

Setting Up Alternate Extensions

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

To Add Administrator-Defined Alternate Extensions

To Modify or Delete Alternate Extension(s)

To Add Administrator-Defined Alternate Extensions


Step 1 In the Cisco Unity Administrator, go to any Subscribers > Alternate Extensions page.

Step 2 In the Administrator-Defined Alternate Extensions table, enter an extension in any row. When entering characters in the Alternate Extensions table, consider the following:

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

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

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

For SIP integrations, you can also enter a valid alias for a SIP URL. For example, if the URL is SIP:aabade@cisco.com, enter aabade. Do not use spaces.

Rows are numbered as a convenience. You can enter alternate extensions in any order, and you can have blank rows.

Step 3 Repeat Step 2 as necessary.

Step 4 Click the Save icon. Alternate extensions are enabled for all rows in the table.


To Modify or Delete Alternate Extension(s)


Step 1 In the Cisco Unity Administrator, go to any Subscribers > Alternate Extensions page.

Step 2 Do any of the following:

To modify an extension, change the extension in the Alternate Extensions table.

To delete extensions, check the check boxes next to the alternate extensions that you want to delete.

To remove all alternate extensions listed in the table, click Select All.

Step 3 Click the Save icon.

Step 4 Repeat Step 2 and Step 3 as necessary.



Note You can run the Cisco Unity Bulk Import wizard when you want to add alternate extensions for multiple subscribers at once. When you do, the Cisco Unity Bulk Import wizard appends the new alternate extensions to the existing table of alternate extensions, beginning with the first blank row.


Alternate MWIs

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

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

In Cisco Unified CallManager integrations, you can also use the alternate MWI feature to activate MWIs on a non-integrated phone system that can send and receive information from Cisco Unity over an RS-232 serial cable.

This section contains the following information:

Setting Up Alternate MWIs for Extensions on the Same Phone System

MWIs for Extensions on a Non-Integrated Phone System

Setting Up MWIs for Extensions on a Non-Integrated Phone System

Setting Up Alternate MWIs for Extensions on the Same Phone System

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

To enable alternate MWIs for extensions on the same phone system, do the following procedure for each subscriber who needs alternate MWIs.

To Set Up Alternate MWIs for Extensions on the Same Phone System


Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.

Step 2 Confirm that the Use MWI for Message Notification check box is checked.

Step 3 Click the Add button located beneath the MWI Extensions table to add a row to the table. By default, the first row in the table contains an "X" to indicate the primary extension assigned to a subscriber. If you want one more extension and do not need to activate the MWI on the primary extension, you can also modify the first row.

Step 4 Enter the applicable extension in the Extension field of the table. MWIs are automatically enabled for all rows in the table. When entering characters in the MWI Extensions table, consider the following:

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

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

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

Step 5 Click the Save icon.

Step 6 Repeat Step 3 through Step 5 as necessary.



Note You can run the Cisco Unity Bulk Import wizard when you want to set up alternate MWIs for multiple subscribers at once.


To change or delete alternate MWIs for extensions, do the following procedure.

To Modify or Delete Alternate MWIs


Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.

Step 2 Do either of the following:

To modify an extension, change the extension in the MWI Extensions table.

To delete extensions, check the check boxes next to the rows that you want to delete in the MWI Extensions table, and then click the Delete button.

Step 3 Click the Save icon.

Step 4 Repeat Step 2 and Step 3 as necessary.


MWIs for Extensions on a Non-Integrated Phone System

Cisco Unity can activate MWIs on a phone system that is not integrated with Cisco Unity and that is not part of a two phone system integration (referred to here as a non-integrated phone system). MWI activation requests are sent through an RS-232 serial cable.

For this method, you must set up:

A trunk connection between Cisco CallManager and the non-integrated phone system through a gateway.

The unique subscriber extensions on the non-integrated phone system to forward on no answer to the corresponding phantom extensions on Cisco Unified CallManager.

The Switch.ini file (phone system configuration file) to enable Cisco Unity access through the serial cable for turning alternate MWIs on and off.

An RS-232 serial cable between a Cisco Unity serial port and the non-integrated phone system serial port to send alternate MWI activation requests.

The Cisco Unity serial configuration file, if the non-integrated phone system uses a serial configuration different from the default serial configuration used by Cisco Unity.

Figure 3 shows the connections via a serial cable between a Cisco Unified CallManager integration and a non-integrated phone system.

Figure 3 Connection for Sending Alternate MWIs via a Serial Cable to a Non-Integrated Phone System from a Cisco CallManager Integration

Calls to subscribers that come from the non-integrated phone system are routed through the gateway to Cisco CallManager.

Setting Up MWIs for Extensions on a Non-Integrated Phone System

To set up MWIs for extensions on a non-integrated phone system, do the following applicable procedures.

To Set Up MWIs on a Non-Integrated Phone System


Step 1 Set up a trunk connection between the non-integrated phone system and Cisco Unified CallManager through the gateway.

Step 2 In the Cisco Unity Administrator, set up the subscriber for the phantom extension, making use of the subscriber information from the corresponding extension on the non-integrated phone system, including the following settings:

On the Subscriber > Profile page for the subscriber, in the Extension field, enter the corresponding extension on the non-integrated phone system.

On the Subscriber > Call Transfer page for the subscriber, under Transfer Incoming Calls, click No.

On the Subscriber > Messages page for the subscriber, confirm that the Use MWI for Message Notification check box is checked.

On the Subscriber > Messages page for the subscriber, under MWI Extensions, delete the "X" and enter ZX.

Step 3 In the Cisco Unity Administrator, click the Save icon.


To Revise the Switch.ini File


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. UTIM appears.

Step 2 In the left pane of the UTIM window, click the Cisco Unified CallManager integration, and click the Properties node. The Properties tab appears in the right pane of the UTIM window.

Step 3 Note the name of the Switch.ini file that appears in the Configuration File field.

Step 4 Exit UTIM.

Step 5 On the Windows Start menu, click Programs > Accessories > Notepad. The Notepad window appears.

Step 6 On the File menu, click Open.

Step 7 In the Open window, navigate to the CommServer\IntLib directory, and double-click the name of the Switch.ini file you noted in Step 3.

Step 8 Add a new section at the end of the file to contain the following lines. For detailed information about the settings, see Table 29.

[Alternate MWI]
Active=Yes
Digit=Z
MWIType=Serial
SerialConfiguration=<if applicable, the type of serial 
configuration for the connection>

Table 29 Alternate MWI Settings in the Switch.ini File 

Line
Setting

Active

Enter Yes to enable alternate MWIs or No to disable alternate MWIs.

Digit

Enter Z to represent the LampOn and LampOff digits in the MWI Extensions field on the Subscriber > Subscriber > Messages page.

MWIType

Enter Serial.

SerialConfiguration

If the MWIType field is Serial, enter the type of serial configuration:

SMDI (for most serial connections)

MCI (only for NEC NEAX phone systems)

Inte (only for Intecom E14 Millennium phone systems)

Eric (only for Ericsson MD-110 phone systems)


Step 9 Save the file, and exit Notepad.


Do the following procedure if the serial configuration used by the non-integrated phone system is different from the default serial configuration that Cisco Unity uses.

To Revise the Cisco Unity Serial Configuration File


Step 1 On the Windows Start menu, click Programs > Accessories > Notepad. The Notepad window appears.

Step 2 On the File menu, click Open.

Step 3 In the Open window, navigate to the CommServer\IntLib directory, and double-click the file corresponding to the serial configuration you are using to activate alternate MWIs:

Avsmdi.avd

Avmci.avd

Avinte.avd

Averic.avd

Step 4 Under the [Configuration] divider, revise the settings to match the configuration required by the non-integrated phone system. Refer to the phone system and its documentation for this information.

Step 5 Save the file, and exit Notepad.



Appendix: Documentation and Technical Assistance


Conventions

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

Table 30 Cisco Unified CallManager 4.0 Integration Guide for Cisco Unity 4.0 Conventions 

Convention
Description

boldfaced text

Boldfaced text is used for:

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

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

< >

(angle brackets)

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

-

(hyphen)

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

>

(right angle
bracket)

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

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

In the navigation bar of the Cisco Unity Administrator. (Example: Go to the System > Configuration > Settings page.)

[x]

(square brackets)

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

[x | y]

(vertical line)

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

{x | y}

(braces)

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


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


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



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

For descriptions and URLs of Cisco Unity documentation on Cisco.com, see the About Cisco Unity Documentation. The document is shipped with Cisco Unity and is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/about/aboutdoc.htm.

Obtaining Documentation

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

Cisco.com

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

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

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

Product Documentation DVD

The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .PDF versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL:

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

Ordering Documentation

Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

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

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

Documentation Feedback

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

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

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

We appreciate your comments.

Cisco Product Security Overview

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

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

From this site, you will find information about how to:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

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

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

To see security advisories, security notices, and security responses as they are updated in real time, you can subscribe to the Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed. Information about how to subscribe to the PSIRT RSS feed is found at this URL:

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

Reporting Security Problems in Cisco Products

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

For Emergencies only — security-alert@cisco.com

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

For Nonemergencies — psirt@cisco.com

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

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x.

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

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

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

If you do not have or use PGP, contact PSIRT at the aforementioned e-mail addresses or phone numbers before sending any sensitive material to find other means of encrypting the data.


Obtaining Technical Assistance

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

Cisco Technical Support & Documentation Website

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

http://www.cisco.com/techsupport

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

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


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


Submitting a Service Request

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

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

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

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

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

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

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

Definitions of Service Request Severity

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

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

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

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

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

Obtaining Additional Publications and Information

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

The Cisco Product Quick Reference Guide is a handy, compact reference tool that includes brief product overviews, key features, sample part numbers, and abbreviated technical specifications for many Cisco products that are sold through channel partners. It is updated twice a year and includes the latest Cisco offerings. To order and find out more about the Cisco Product Quick Reference Guide, go to this URL:

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

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

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

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

http://www.ciscopress.com

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

http://www.cisco.com/packet

iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iQ Magazine at this URL:

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

or view the digital edition at this URL:

http://ciscoiq.texterity.com/ciscoiq/sample/

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

http://www.cisco.com/ipj

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

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

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

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

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

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