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Release Notes for Cisco Unity 4.0(3) Service Release 1

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Table Of Contents

Release Notes for Cisco Unity 4.0(3) Service Release 1

Contents

System Requirements, and Supported Hardware and Software

Compatibility Matrixes

Determining the Cisco Unity Software Version

Downloading Service Release 1

Installing Service Release 1 on a Cisco Unity 4.0(3) Server

Removing Service Release 1 and Restoring Registry Settings

New and Changed Support—Service Release 1

Cisco Unity Tools Depot

New and Changed Functionality—Service Release 1

Cisco Unity with Domino: UMR Conversation Is Disabled by Default

Cisco Unity with Exchange: Delaying Message Waiting Indication for Messages to Large Distribution Lists

Cisco Unity with Exchange: Excluding All Receipts When Subscribers Check Messages by Phone

Cisco Unity with Exchange: Excluding Return Receipts from the Cisco Unity Inbox

Customizing the Subscriber Conversation: Excluding the Summary During Message Replay

Resolved Caveats—Service Release 1

Cisco Unity Documentation

Obtaining Documentation

Cisco.com

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco TAC Website

Opening a TAC Case

TAC Case Priority Definitions

Obtaining Additional Publications and Information


Release Notes for Cisco Unity 4.0(3) Service Release 1


Published March 11, 2004

These release notes contain installation instructions, new and changed support, new and changed functionality, and resolved caveats for Cisco Unity 4.0(3) Service Release 1.

Cisco Unity 4.0(3) Service Release 1 is a cumulative update for Cisco Unity 4.0(3) systems that includes the engineering specials ES1 through ES58. A Cisco Unity system must be running version 4.0(3) to install this service release.

Cisco Unity software is available on the Cisco Unity Software Download page at http://www.cisco.com/pcgi-bin/tablebuild.pl/unity-40.

Contents

These release notes contain the following sections:

System Requirements, and Supported Hardware and Software

Determining the Cisco Unity Software Version

Downloading Service Release 1

Installing Service Release 1 on a Cisco Unity 4.0(3) Server

Removing Service Release 1 and Restoring Registry Settings

New and Changed Support—Service Release 1

New and Changed Functionality—Service Release 1

Resolved Caveats—Service Release 1

Cisco Unity Documentation

Obtaining Documentation

Documentation Feedback

Obtaining Technical Assistance

Obtaining Additional Publications and Information

System Requirements, and Supported Hardware and Software

The following documents list the most current Cisco Unity requirements and supported hardware and software, and are available on Cisco.com:

Cisco Unity 4.0 System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/40_sysrq.htm.

Cisco Unity Bridge 3.0 System Requirements, and Supported Hardware and Software at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/bridge30/sysreq/30bsysrq.htm.

Cisco Unity Networking Options Requirements (With Microsoft Exchange) at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/netrq.htm.

Compatibility Matrixes

The following matrixes list the most current software version combinations qualified for use with Cisco Unity and are available on Cisco.com:

Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/clientmx.htm.

Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, and Cisco CallManager at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/tspmtrx.htm.

Compatibility Matrix: Required and Recommended Third-Party Service Packs and Updates at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/svpckmx.htm.

Determining the Cisco Unity Software Version

This section contains procedures for determining the Cisco Unity software version in use.

To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator


In the Cisco Unity Administrator, go to the System > Configuration > Software Versions page. The Cisco Unity version, including any installed service release, is displayed in the Cisco Unity Build Number field.


To Determine the Cisco Unity Version in Use by Using the AvCsMgr File


Step 1 Browse to the CommServer directory.

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

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

Step 4 In the Item Name list, click Product Version. The Cisco Unity version, including any installed service release, is displayed in the Value window.


Downloading Service Release 1

The service release is on the Cisco Unity 4.0(3) SR1 Post-Install CD. The release is also available on the Cisco Unity 4.0 CD Images Software Download page.

To Download Service Release 1


Step 1 On a computer with a high-speed Internet connection, go to the Cisco Unity 4.0 CD Images Software Download page at http://www.cisco.com/pcgi-bin/Software/Tablebuild/tablebuild.pl/4yutni0.

Step 2 Click the file CiscoUnity4.0.3SR1.exe.

Step 3 Follow the on-screen prompts to complete the download.

Step 4 If the system is using failover, repeat Step 1 through Step 3 on the secondary server.


Installing Service Release 1 on a Cisco Unity 4.0(3) Server

This section contains a procedure for installing Service Release 1 on a Cisco Unity server that is already running version 4.0(3). The service release may be installed on a multilingual system; however, the installation program is not localized.

If you are installing a new Cisco Unity 4.0(3) server or are upgrading to Cisco Unity 4.0(3), refer to the Cisco Unity Installation Guide, Release 4.0(3). The installation and upgrade instructions alert you when to install Service Release 1. (The Domino version of the guide is at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/inst/inst403/dom/index.htm. The Exchange version of the guide is at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/inst/inst403/ex/index.htm.)

To Install Service Release 1 on a Cisco Unity 4.0(3) Server


Step 1 On the Cisco Unity server, log on to Windows by using the Cisco Unity installation account, or an account with domain or local admin permissions.

Step 2 Confirm that the server is running version 4.0(3) by doing one of the procedures in the "Determining the Cisco Unity Software Version" section.

Step 3 Confirm that you have a recent backup of the Cisco Unity server.

Step 4 If virus-scanning software or the Cisco Security Agent for Cisco Unity is installed on the Cisco Unity server, disable virus-scanning services and the Cisco Security Agent service.

Step 5 Insert the Cisco Unity 4.0(3) SR1 Post-Install disc in the CD-ROM drive, if applicable.

Step 6 If you are installing Service Release 1 from the Cisco Unity 4.0(3) SR1 Post-Install CD, browse to the CiscoUnity4.0.3SR1 directory.

If you downloaded Service Release 1, browse to the directory where you extracted the files.

Step 7 Double-click CiscoUnity4.0.3SR1.exe.

Step 8 On the Welcome screen of the wizard, read the instructions, then click Next.

Step 9 Follow the on-screen prompts to install Service Release 1.

The Cisco Unity server will restart twice at the end of the installation process. This is expected behavior.

Step 10 If virus-scanning software or the Cisco Security Agent for Cisco Unity is installed on the Cisco Unity server, re-enable virus-scanning services and the Cisco Security Agent service.

Step 11 If the system is using failover, repeat Step 3 through Step 10 on the secondary server.


Note Cisco Unity 4.0(3) Service Release 1 changes Cisco Unity settings in the registry. Therefore, we recommend that you back up Cisco Unity after you install the service release.



Removing Service Release 1 and Restoring Registry Settings

This section contains a procedure for removing Service Release 1 from a Cisco Unity server that is running version 4.0(3) and for restoring the pre-service-release registry settings.

Complete the procedure before you try to install Service Release 1 a second time on the same Cisco Unity server.


Caution Service Release 1 can be removed only when it is the most recent update to the Cisco Unity server. Removing Service Release 1 is not supported if you have installed Engineering Special 61 or later.

To Remove Service Release 1 and Restore Registry Settings on a Cisco Unity 4.0(3) Server


Step 1 On the Cisco Unity server, log on to Windows by using the Cisco Unity installation account, or an account with domain or local admin permissions.

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

(If the Cisco Unity icon is not in the taskbar, browse to the CommServer directory, and double-click AvCsTrayStatus.exe.)

Step 3 Click Stop Cisco Unity. Cisco Unity stops running when all calls are finished, and an "X" appears in the Cisco Unity icon.

Step 4 Browse to the directory CommServer\ServiceReleaseBackup\CiscoUnity4.0(3)SR1.

Step 5 Double-click the file Restore.bat.

Step 6 If a message appears stating that the system must be restarted to make changes effective, click OK. The message may appear multiple times during the Restore.bat process.

Step 7 When the Restore.bat process has completed, restart the Cisco Unity server.

Step 8 On the Windows Start menu, click Run.

Step 9 In the Run window, enter cmd and click OK.

Step 10 In the Command window, navigate to the directory
CommServer\ServiceReleaseBackup\CiscoUnity4.0(3)SR1

Step 11 Enter
RegisterAndReboot.vbs C:\SRRestore.txt

Step 12 When the message "The service release install has completed successfully. Click OK to restart the Cisco Unity server" appears, click OK.

Restarting the Cisco Unity server will register the restored DLL files and write to the SRRestore log file in the root directory where Cisco Unity is installed.

Step 13 Start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 14 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 15 Expand the registry key
HKEY_LOCAL_MACHINE\Software\Active Voice.

Step 16 In the right pane, delete the SRVersion value.

Step 17 Browse to the directory CommServer\Ciscoserv\Tomcat\Work\Standalone\Localhost\Ciscopca. Delete the entire contents of the directory.

Note that the files and subdirectories in the directory will be properly recreated when a subscriber accesses the Cisco Personal Communications Assistant and Inbox.

Step 18 Browse to the directory CommServer\ServiceReleaseBackup. Delete the entire ServiceReleaseBackup directory.

Step 19 If the system is using failover and you installed Service Release 1 on the secondary server, repeat Step 1 through Step 18 on the secondary server.


New and Changed Support—Service Release 1

This section contains information on new and changed support in the Cisco Unity 4.0(3) Service Release 1 time frame only. Refer to the release notes of the applicable version for information on new and changed support with earlier versions of Cisco Unity. Release notes for all versions of Cisco Unity are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

For the URLs of Cisco Unity documentation that contains current support information, see the "System Requirements, and Supported Hardware and Software" section.

Cisco Unity Tools Depot

Table 1 lists tools that have been updated or are new in the Tools Depot and that are required or recommended for implementation of feature enhancements included in Service Release 1.

Download the latest version of the tools from the Cisco Unity Tools website at http://www.answermonkey.net/App_pdl_builder_40.htm.

Table 1 Changes to Cisco Unity Tools 

Updated Tools
New Tools

Advanced Settings Tool

DBWalker

Gather Unity System Info

PDL Builder

For information on the changes to a tool, refer to the revision history in the tool Help.

None.

For information on how to use a tool, refer to the tool Help.


New and Changed Functionality—Service Release 1

This section contains information on new and changed functionality for Cisco Unity 4.0(3) Service Release 1 only. Refer to the release notes of the applicable version for information on new and changed functionality in earlier versions of Cisco Unity. Release notes for all versions of Cisco Unity are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Cisco Unity with Domino: UMR Conversation Is Disabled by Default

The Unity Message Repository (UMR) is a feature that helps insulate Cisco Unity from volatility in the external network. The UMR as a feature consists of the following main parts:

UnityMTA—When outside callers leave messages for subscribers, the messages are temporarily stored in the UnityMTA directory on the Cisco Unity server. If a problem with the network prevents Cisco Unity from handing off the messages to Domino, the messages remain on the hard disk of the Cisco Unity server until they can be delivered. While Domino is unavailable, callers can still leave messages.

UMR Conversation—When subscribers log on to Cisco Unity and their mail files are unavailable, the UMR conversation provides limited functionality by allowing subscribers to listen to messages left for them in the UnityMTA folder.

Configuring Domino servers in a cluster is another way in which volatility in the network can be managed. The purpose of Domino clustering is the same as the UMR conversation: to increase the availability of messages. Because subscribers rarely lose access to their mail files in a Domino clustered environment, the UMR conversation is not needed.

In previous versions, Cisco Unity called a Notes API, NSPingServer(), to determine if the Domino message delivery server and the mail servers of message recipients were on line. The NSPingServer() function has proven to be unreliable in a Domino cluster, as described in CSCec15693 and CSCed40506. The pinging of Domino mail servers happens in two places:

Before Cisco Unity hands off to Domino a message that has been saved in the UnityMTA directory.

After a subscriber logs on to Cisco Unity but before Cisco Unity attempts to log on to the subscriber's mail file.

Because the NSPingServer() function is an unreliable way to determine if a mail file is available in a Domino cluster, the following problems have been observed:

Cisco Unity holds messages in the UnityMTA directory even though Domino could deliver them.

Subscribers are presented with the limited UMR conversation even though their mail files are available on another Domino server in the cluster.

Because Domino clusters provide high availability to messages, rather than finding another way for Cisco Unity to determine if a mail file is available, a registry setting was added that controls whether or not Cisco Unity calls NSPingServer() to ping the mail servers in the above cases. The default is to not ping. This change means that subscribers will never be presented with the UMR conversation. After a subscriber logs on, if Cisco Unity is unable to access the mail file of the subscriber, the failsafe prompt is played and Cisco Unity hangs up. ("This system is temporarily unable to complete your call. Call again later. Goodbye.")

Note that messages from outside callers are still stored in the UnityMTA directory of the Cisco Unity server, and if the attempt to handoff a message to Domino fails, Cisco Unity holds the message in the UnityMTA directory and periodically re-attempts the handoff.

If you are running Domino without clustering, you can enable the UMR conversation. The method in which Cisco Unity checks to see if Domino mail servers are on line works fine when the Domino servers are not clustered. You use the Advanced Settings Tool in Tools Depot to enable the UMR conversation. For details, refer to the Advanced Settings Tool Help. The setting is called Conversation—(Unity Domino only) Enable UMR Conversation.

Cisco Unity with Exchange: Delaying Message Waiting Indication for Messages to Large Distribution Lists

Messages to large distribution lists, such as the All Subscribers list, can cause all ports to be busy when a large number of subscribers call in and listen to a message at the same time. Two new settings in the Public Distribution List Builder tool add a configurable systemwide delay (throttling) for subscriber message waiting indicators when a message is sent to specified distribution lists.

Each throttled message waiting indication (MWI) request is delayed by the specified number of seconds. The total notification time for the message will be approximately equal to the number of queued throttled requests multiplied by the delay time interval.

To Set Up MWI Delay for Messages to Large Distribution Lists


Step 1 Download the latest version of Public Distribution List Builder from the Cisco Unity Tools website at http://www.answermonkey.net/App_pdl_builder_40.htm.

Step 2 On the Cisco Unity server, in the Tools Depot, open Public Distribution List Builder. (The Cisco Unity Tools Depot icon is available on the desktop.)

Step 3 Click Configure Distribution List MWI Notification Parameters, and click Next.

Step 4 Follow the on-screen prompts. Refer to the tool Help for more information.

Step 5 Restart the Cisco Unity server for the change to take effect.

Step 6 If the system is using failover, repeat Step 1 through Step 5 on the secondary server.


Cisco Unity with Exchange: Excluding All Receipts When Subscribers Check Messages by Phone

You can use the Advanced Settings Tool to change the Cisco Unity conversation so that when subscribers check messages by phone, Cisco Unity excludes non-delivery receipts (NDRs) and return receipts from the list of messages that it plays for subscribers. You may want to consider the change because when subscribers have receipts with large attachments (100 MB or larger) in their mailboxes (often typical in Unified Messaging configurations), one or both of the following problems may occur:

Cisco Unity ports may fail to answer calls.

Subscribers may hear silence after they enter their phone passwords during logon.

The registry change applies systemwide to all subscribers associated with the Cisco Unity server, regardless of whether they use the standard conversation or Optional Conversation 1.

For details on setting up this functionality, refer to the Advanced Settings Tool Help. The setting is called Conversation—Exclude All Receipts From Voice Mail Stack.

Cisco Unity with Exchange: Excluding Return Receipts from the Cisco Unity Inbox

You can use the Advanced Settings Tool to change the registry so that Cisco Unity excludes return receipts from the Cisco Unity Inbox. The change is applied systemwide to all subscribers associated with the Cisco Unity server.

For details on setting up this functionality, refer to the Advanced Settings Tool Help. The setting is called Unity Inbox—Exclude Return Receipts from the Inbox.

Customizing the Subscriber Conversation: Excluding the Summary During Message Replay

You can use the Advanced Settings Tool to change the Cisco Unity conversation so that it replays only the message body when a subscriber replays a voice message. (By default, Cisco Unity replays both the summary and the body of the message.)

The customization affects only how Cisco Unity replays voice messages. The change is applied systemwide to all subscribers associated with the Cisco Unity server, and it affects both the standard conversation and Optional Conversation 1.

For details on setting up this functionality, refer to the Advanced Settings Tool Help. The setting is called Conversations—Do Not Replay Message Summary.

Resolved Caveats—Service Release 1

Table 2 lists resolved caveats in Cisco Unity 4.0(3) Service Release 1 only.

If you have an account with Cisco.com, you can use Bug Toolkit to find more information on the caveats in Table 2, in addition to caveats of any severity for any release. Bug Toolkit is available at http://www.cisco.com/pcgi-bin/Support/Bugtool/launch_bugtool.pl.

Refer to the applicable release notes for caveat information for earlier versions of Cisco Unity. Release notes for all versions of Cisco Unity are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

Table 2 Cisco Unity 4.0(3) Service Release 1 Resolved Caveats 

Identifier
Severity
Component
Description

CSCdz12105

1

failover

NodeMgr service stops abruptly and generates a DrWatson log

CSCec12075

1

domdirconnector

DOM: Unity_Messaging account not protected from deletion in unitydb

CSCdz22524

2

lotus

DOM: Failsafe if forwarding a forwarded fax or email via TUI

CSCdz39077

2

sa

Cannot import Distribution Lists from Ex5.5 into Unity

CSCea82525

2

dommessaging

DOM:Reply or Forward saved email causes failsafe conversation

CSCeb20635

2

dommessaging

DOM:MWI&Notification do not work if mailfile Owner field is incorrect

CSCeb60898

2

dommessaging

DOM: Delays in Notifications

CSCeb86696

2

dommessaging

DOM: DUCS bundles multiple notifications into single TCP/IP packet

CSCeb87053

2

perfmonitor

Unity services stall during AvIntegrationPerf start

CSCec21149

2

dommessaging

DOM: DUCS notification data may be split across multiple TCP packets.

CSCec32012

2

conversations

Unity private bytes usage show high spikes during load test

CSCec36982

2

conversations

Full MBX Check occurs even if greeting will not take a message

CSCec37157

2

dommessaging

DOM: Possible mailbox login failures if Domino server goes offline

CSCec37670

2

pca

Return Receipts for READ and DELIVERY show up using CPCA

CSCec49651

2

miu

SIP: Hangup during RecordBeep locks Unity Port.

CSCec53351

2

statusmonitor

StatusMonitor does not work with SSL Enabled

CSCec57629

2

pca

CPCA: Unity Assistant shows memory leak in Message playback page

CSCec63779

2

exmessaging

MWI breaks after upgrade to 4.0.3

CSCec67050

2

domdirconnector

DOM: Subscribers get failsafe after nightly MWI resync

CSCec78333

2

csbridgeconnector

Bridge VCard UID cannot be greater than 4294967295

CSCec85905

2

miu

ENX: Leaving a message gives failsafe, MIU errors in app log.

CSCed28247

2

sa

SA - Subscriber view may fail when SA accessed by IP address

CSCed41432

2

core

AvCsMgr crash during MWI when CM is under Change Notification storm

CSCed46283

2

exmessaging

Outlook 2003 users on Exchange 2003 are missing voicemails

CSCed51091

2

umr

UMR Fails To Deliver Msgs If Connectivity To Exchg Bounces

CSCed64823

2

sa

SA: Exchange Select Subscriber for Import dialog cannot be displayed

CSCdz13475

3

sa

Fail to create new user; error Templates CallHandler not found

CSCdz14902

3

conversations

Message sent by logged in subscriber via TUI has no subject

CSCeb07397

3

exdirconnector

GC sync fails with E_ADS_BAD_PATHNAME when DL contains forward slash

CSCeb54025

3

sa

Importing a user does not import the correct display name from AD

CSCeb78207

3

core

Logmgr: Delete oldest logs first when memory limit is reached

CSCeb87047

3

conversations

Long pause in review of reply to message

CSCec12836

3

sa

When browsing by IP to the SA subscriber search links set to FDQN

CSCec15693

3

dommessaging

DOM: Unity incorrectly determines Domino server is offline

CSCec21560

3

miu

SIP: Unity does not handle the re-INVITE request properly.

CSCec25057

3

core

some Arbiter diags do not format properly

CSCec26821

3

dommessaging

DOM:Disabling a notification device does not update profile mask

CSCec28152

3

integration

Failover Unity server responding to heartbeat from Ericsson

CSCec28582

3

conversations

some conversation diags are not formatted properly

CSCec32324

3

domdirconnector

DOM: Directory monitor is synchronizing every 15 seconds

CSCec39114

3

import

"CUBI - displayname created from first, last name, not AD displayName"

CSCec39141

3

sa

SA: modifying first or last name changes display name

CSCec45219

3

reports

Subscriber messaging activity report omits MWI request

CSCec47227

3

sa

Unity SA Pages show loading when done

CSCec49036

3

exmessaging

MAPI notifications fail after receiving RPC err #14

CSCec49342

3

database

Synker does not write Alternate Extensions to directory.

CSCec53192

3

conversations

Call Handler owned by distribution list causes failsafe

CSCec54060

3

sa

SA: Cant add users from client browser, add page fails to load

CSCec74329

3

domdirconnector

DOM: Enhance logic to determine if subscriber is UCEnabled or not

CSCec78493

3

dommessaging

DOM: Failsafe Conversation when trying to access message via TUI.

CSCec78568

3

csbridgeconnector

CsBridgeConnector diagnostics do not log offending vcard attributes

CSCec81421

3

csbridgeconnector

VCard with multiple references to one CID should generate error

CSCed02330

3

miu

PIMG: need outgoing guard timer.

CSCed03115

3

ua

Check box user must change pwd at next login not clear when chg in UA

CSCed10874

3

exdirconnector

AvDsGc - Deleted MailboxStore sync algorithm has race condition

CSCed30076

3

conversations

Conv - IAvNamedProps:SetPropBool logs erroneous failure

CSCed30444

3

dommessaging

DOMINO: Text message notification fails

CSCed36346

3

sa

SA - Impersonation code is SA is problematic

CSCed44096

3

sa

SA: Cannot select PDL search option for DH when > 100 PDLs

CSCed47464

3

database

SQL Syncher fails to complete full synch if duplicate alias exists.

CSCed49945

3

conversations

Variables in transfer strings do not work

CSCed51227

3

umr

UMR does not recover from DC/GC outage (single DC/GC enviro)

CSCed55009

3

conversations

Conv - NDR with large attachment can hang Unity (Cisco Unity with Exchange only)

CSCed65655

3

exmessaging

Unity unable to retrieve Partner server HrGetServerDN dynamically

CSCed68789

3

sa

SA micro traces are formatted incorrectly

CSCed75508

3

sa

SA: DL import search with > 100 DLs does not remember domain chosen

CSCdz70936

6

exmessaging

ExMon - Diag for mailbox name on interface methods needed

CSCed20064

6

core

Unity needs to be able to stagger message delivery to all-user PDL

CSCed31426

6

conversations

Do not replay Message Summary


Cisco Unity Documentation

For descriptions and URLs of Cisco Unity documentation on Cisco.com, refer to 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 on the World Wide Web at this URL:

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

International Cisco websites can be accessed from this URL:

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

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/index.shtml

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

Documentation Feedback

You can submit e-mail comments about technical documentation to bug-doc@cisco.com.

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

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

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour-a-day, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance. If you do not hold a valid Cisco service contract, please contact your reseller.

Cisco TAC Website

The Cisco TAC website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year. The Cisco TAC website is located at this URL:

http://www.cisco.com/tac

Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:

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

Opening a TAC Case

Using the online TAC Case Open Tool is the fastest way to open P3 and P4 cases. (P3 and P4 cases are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using the recommended resources, your case will be assigned to a Cisco TAC engineer. The online TAC Case Open Tool is located at this URL:

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

For P1 or P2 cases (P1 and P2 cases are those in which your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case 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 listing of Cisco TAC contacts, go to this URL:

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

TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.

Priority 1 (P1)—Your network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

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

Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Go to this URL to visit the company store:

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

The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://cisco.com/univercd/cc/td/doc/pcat/

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 online at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

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

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

Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

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