Your Training Curriculum 5 Izl Module Objectives: Cisco Unified Communications Manager Express Key Features 1-9

Table of Contents ~
iw Volume 1
Course Introduction
~- Overview '
tmr Learner Skills and Knowledge 1
Course Goal and Objectives 2
Course Flow 3
Additional References 4
tmm Cisco Glossary ofTerms 4
Your Training Curriculum 5
Overview of Cisco Unified Communications Solutions Izl
•*"" Overview '~'
Module Objectives ^
Understanding the Components of Cisco Unified Communications Solutions 1^3
]mm Objectives ^
Cisco Unified Communications ManagerExpress Overview 1-4
Cisco Unified Communications Manager Express Supported Platforms 1-6
t Cisco Unified Communications Manager Express Data Streams 1-8
'mm Cisco Unified Communications Manager Express Key Features 1-9
Cisco Unity Express Overview 1-11
Cisco Unity Express Modules 1-13
Cisco Unity Express Data Streams 1-14
'mm Cisco Unified Communications Manager Overview 1-15
Cisco Unified Communications Hardware Requirements 1-17
Overview of the Cisco UCS Solution 1-18
Cisco Unified Communications ManagerHigh Availability 1-20
Database Replication and User-Facing Features 1-21
Intracluster Communication 1-22
Cisco Unified Communications ManagerData Streams 1-23
Cisco Unified Communications ManagerKey Features 1-24
Cisco Unity Connection Overview 1-26
Cisco Voice Messaging Systems Overview 1-28
Cisco Unity Connection Architecture 1-29
Cisco Unity Connection High Availability 1-30
Cisco Unified Presence Overview 1-32
Cisco Unified Personal Communicator Overview 1-34
Cisco Unified Presence Deployment 1-35
Summary 1-36
References 1-36
mm
Understanding the Characteristics of Cisco Unified Communications Solutions 1-37
Objectives 1-37
t Overview of Traditional Voice Networks 1-38
W Analog Circuits 1-39
Digital Circuits 1"40
Overview of Converged Voice Networks 1-41
/• VoIP ProviderConnect 1-42
to* VoIP Protocols 1-44
Digital Signal Processors 1-46
Voice Codecs 1-48
RTPandRTCP 1-50
:^m Overview ofPacket-Oriented Networks 1-52
Advantages and Drawbacks of Packet-Oriented Networks 1-53
Quality of Service Recommendations 1-54
Link Fragmentation and Interleaving 1-55
^^ Compression Methods 1-56
Quality of Service Models 1-58
Quality of Service Mechanisms 1_60
Applying Quality of Service to Input and Output Interfaces 1-61
Queuing Algorithms 1_62
Summary 1_64
Module Summary 1.55
References 1„65
Module Self-Check 1_67
Module Self-Check Answer Key 1-69
Overview of Administrator and End-User Interfaces 2^_

Overview 2-1
Module Objectives 2-1
Understanding Administrator Interfaces 2-3
Objectives 2-3
Cisco Unified Communications Manager Administrator Interfaces 2-4
Cisco Unified Communications Manager Serviceability 2-6
Cisco Unified Communications Manager Services 2-7
Cisco Unified Communications Manager Operating System 2-8
Disaster Recovery System 2-9
Cisco Unified Reporting 2-10
Accessing the CLI 2-11
User Management: Roles 2-13
Custom Roles 2-14
User Management: Groups 2-15
Design Example with Default Roles 2-16
Design Example with Custom Roles 2-17
Cisco Unity Connection Administrator Interfaces 2-18
Cisco Unity Connection Serviceability 2-21
Cisco Unified Presence Administrator Interfaces 2-23
Cisco Unified Presence Serviceability 2-25
Cisco Unified Communications Manager Express Administrator Interfaces 2-26
Access the CLI 2-27
Cisco Configuration Professional 2-28
Cisco Unity Express Administrator Interfaces 2-30
Access the CLI 2-32
Configuring Cisco Unity Express with Cisco Configuration Professional 2-33
Comparing the Interfaces 2-34
Summary 2-35
References 2-35
Understanding End-User Interfaces 2-37
Objectives 2-37
Cisco Unified Communications Manager End-User Interfaces 2-38
Customize User Website Permissions 2-39
Customize CCMUser Enterprise Parameters 2-40
End-User LDAP Authentication 2-41
Device Settings 2-42
User Settings 2-43
Directory and Fast Dial 2-44
Cisco Unified Communications Manager Express End-User Interfaces 2-45
End-User Web Interface 2-46
Enable Web Access for End Users 2-47
Cisco Unity Express End-User Interfaces 2-48
Telephone User Interface 2-49
Cisco VoiceView Express 2-50
Cisco Unity Connection End-User Interfaces 2-51
Administrator Enabled User Login 2-53
Cisco Unity Connection Assistant 2-54
Cisco Unity Connection Inbox 2-56
Personal Call Transfer Rules 2-57
i Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc
Telephone User Interface 2-59
Cisco Visual Voicemail 2-60
Cisco Unified Presence End-User Interfaces 2-61
End-User Authentication 2-62
Preferences 2-63
Contacts and Privacy Policies 2-64
IPPM Broadcast and Response Messages 2-65
Summary 2-66
Module Summary 2-67
References 2-67
Module Self-Check 2-69
ModuleSelf-CheckAnswer Key 2-71
Call Flows in Cisco Unified Communications Manager and Cisco Unified
Communications Manager Express M
Overview 3-1
ModuleObjectives 3-1
Understanding Call Flows and Call Legs 3^3
Objectives 3-3
Cisco Unified Communications Manager Call Flows and Call Legs 3-4
SCCP Call Flow Without DNS 3-6
Centralized Remote Branch Call Flow 3-7
Centralized Architecture PSTN Backup Call Flow 3-8
Centralized Architecture PSTN Backup Considerations 3-10
Distributed Architecture Call Flow 3-11
Distributed Architecture Considerations 3-12
Distributed Architecture PSTN Backup Call Flow 3-13
PSTN Backup Path Selection 3-14
AAR Call Flow 3-15
AAR Characteristics 3-17
Cisco Unified Communications Manager Express Call Flows and Call Legs 3-19
Cisco Unified Communications Manager Express Call Legs 3-21
POTS Dial Peers 3-22
VoIP Dial Peers 3-23
Matching Inbound Dial Peers 3-24
Default Incoming VoIP Dial Peer 3-26
Matching Outbound Dial Peers 3-28
Influencing Outgoing Call Behavior 3-31
Summary 3-32
References 3-32
Understanding the Configuration Components Impacting Call Flows in Cisco Unified
Communications Manager 3-33
Objectives 3-33
Cisco Unified Communications Manager CoS 3-34
Call Privileges Requirement Example 3-35
CoS Planning 3-36
CoS Configuration Elements 3-37
Partitions 3-39
Calling Search Spaces 3-40
Partition <None> and CSS <None> 3-41
CSS Partition Order Relevance 3-42
Example of Basic Partitions and CCSs 3-43
Example with IP Phone Line and Device CSSs 3-44
CoS Sample Scenario 3-46
Cisco Unified Communications Manager Call Routing 3-48
Call Routing Table Entries 3-49
Sources of Call Routing Requests 3-50
Cisco Unified Communications Manager Call Routing Logic 3-51
© 2010 Cisco Systems, Inc. Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ni
Addressing Method 3-52
User Input on SCCP Phones 3-53
Digit-by-Digit Analysis 3-54
Cisco Unified Communications Manager Path Selection Configuration Elements 3-56
Local Route Group Configuration 3-58
Hunt Group Overview 3-60
Hunt Pilots 3-62
Hunt Lists 3-64
Line Groups 3-65
Line Group Distribution Algorithms 3-66
Call Admission Control 3-67
Location Characteristics 3-68
Regions 3-69
Defining Regions 3-70
CAC Types 3-71
Summary 3-72
References 3-72

Communications Manager Express 3-73
Objectives 3-73
Cisco Unified Communications Manager Express COR 3-74
COR Behavior 3-75
Default COR Behavior 3-77
COR Solution Example 3-79
Feature Comparison 3-82
Cisco Unified Communications Manager Express Call Routing 3-83
Call Routing Backup 3-84
Trunk Groups 3-85
Ephone Hunt Group Overview 3-87
Ephone Hunt Group Default Behavior 3-88
Basic Automatic Call Distribution 3-89
Typical Call Using B-ACD 3-91
Summary 3-92
References 3-92
Module Summary 3-93
References 3-93
Endpoint and End User Administration 4-1
Overview 4-1
Understanding Endpoint Characteristics and Configuration Reguirements 4-3

Objectives 4-3
IP Phone Registration Process 4-4
Network Time Protocol 4-5
Special Functions Used by Cisco IP Phones 4-8
IP Phone Registration 4-10
Cisco SCCP IP Phone Startup Process 4-11
VLAN Discovery Process 4-13
IP Phone DHCP Configuration 4-14
DHCP Server Feature Support Overview 4-15
TFTP Device Configuration XML File 4-17
IP Phone Registration 4-18
Cisco SIP Phone Startup Process 4-19
Cisco Unified Communications Manager Network Configuration 4-21
Service Activation 4-22
DHCP Server 4-23
DHCP on Cisco Unified Communications Manager Express 4-24
IntroducingCisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc
IP Phone Configuration Requirements in Cisco Unified Communications Manager 4-25
Cisco Unified Communications Manager Group 4-26
Device Defaults and Profiles 4-27
Device Pools 4-29
Templates 4-30
IP Phone Configuration 4-31
IP Phone Configuration Requirements in Cisco Unified Communications Manager Express 4-32
Software Configuration Elements 4-33
Summary 4-34
References 4-34
Understanding Endpoint Implementation Options i£§
Objectives 4-35
Implementing IP Phones in Cisco Unified Communications Manager 4-36
Phone NTP Reference 4-37
Date/Time Group Configuration 4-39
Cisco Unified Communications ManagerGroup 4-41
Regions Configuration 4-42
Locations Configuration 4-43
Device Pools Configuration 4^4
Device Settings Configuration 4-45
Device Defaults Configuration 4-46
Phone Button Template Configuration 4-47
Softkey Template Configuration 4-48
mw Common Phone Profile Configuration 4-50
Configuration Methods and Tools 4-51
Autoregistration 4-52
Configuring Autoregistration 4-53
*•» Assigning the Default Autoregistration Protocol 4-54
Cisco Unified Communications Manager Group Configuration 4-55
Cisco Unified Communications ManagerConfiguration 4-56
* Manual Cisco IP Phone Configuration 4-57
mm Add the IP Phone 4-58
Configure SCCP IP Phone Settings 4-59
Directory Number Configuration 4-60
Apply the Configuration 4-61
mm Cisco Unified Communications Manager BAT 4-62
Cisco Unified CommunicationsManager BAT Components 4-63
BAT.xIt File 4-64
Bulk Provisioning Service 4-65
mm Cisco Unified CommunicationsManager BAT Templates 4-66
Adding Phones 4-67
Export Utility 4-68
Implementing IP Phones in Cisco Unified CommunicationsManager Express 4-69
iMpr Cisco Configuration Professional Community 4-70
Adding Devices to Communities 4-71
Device Discovery 4-72
Initial Configuration 4-73
mm Configure Menu 4-74
Telephony Settings 4-75
Phone Firmware 4-76
Adding Extensions 4-77
Hm Adding IP Phones 4-78
Adding Users 4-79
Associate Users with Phones and Extensions 4-80
View Menu 4-81
^0 Configuration Too! Comparison 4-82
Summary 4-83
References 4-83
© 2010 Cisco Systems. Inc. Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0
Understanding End-User Characteristics and Configuration Reguirements 4-85
Objectives 4_85
End Users in Cisco Unified Communications Manager 4-86
Credential Policy 4_87
Passwords 4_88
PIN 4_8g
Features Interacting with User Accounts 4-90
Types of User Accounts 4-91
Data Associated with User Accounts 4-92
User Locale 4-93
Device Association 4.94
End Users in Cisco Unified Communications Manager Express 4-95
User Locale 4-96
Summary 4-98
References 4-98
Understanding End-User Implementation Options 4-99
Objectives 4-99
Implementing End Users in Cisco Unified CommunicationsManager 4-100
End Users 4-101
Manual End User Configuration Page 4-102
Lightweight Directory Access Protocol 4-103
Cisco Unified Communications Manager LDAP Support 4-104
LDAP Integration: Synchronization 4-105
LDAP Synchronization 4-106
LDAP Integration: Authentication 4-108
LDAP Authentication 4-109
End-User Data Storage Locations 4-110
LDAP Integration Considerations 4-111
LDAP Attributes Mapping 4-112
LDAP Synchronization; Data Attributes Imported 4-113
Synchronization Agreements 4-114
User Search Bases 4-115
Synchronization Mechanism 4-117
LDAP Custom Filter 4-118
LDAP Synchronization Configuration Procedure 4-120
Activate Cisco DirSync Service 4-121
LDAP System Configuration 4-122
Configuring LDAP Directory 4-123
LDAP Synchronization Verification 4-125
LDAP Synchronization User Attributes 4-126
LDAP Authentication Configuration 4-127
LDAP Authentication Verification 4-129
LDAP Custom Filter 4-130
LDAP Custom Filter Verification 4-131
Implementing End Users in Cisco Unified Communications Manager Express 4-132
User Directory 4-133
Summary 4-134
References 4-134
Module Summary 4-135
References 4-135
Introducing Cisco Voice and Unified Communications Administration (ICOMM] w8 0 ©2010 Cisco Systems, Inc
Enablement of End User Telephony and Mobility Features 5-1
Overview 5-1
Understanding Telephony Features 5-3
Objectives 5-3
Cisco Extension Mobilityin Cisco Unified Communications Manager 5-4
Cisco Extension Mobility Login Process 5-6
Cisco Extension MobilityDefault Device Profile 5-8
Call Coverage in Cisco Unified Communications Manager 5-9
Shared Lines 5-11
Shared Lines with Barge and Privacy 5-12
Call Pickup 5-13
Directed and Group Call Pickup 5-14
Other Group Call Pickup 5-15
Call Hunting Components 5-16
Call Hunting with Personal Preferences 5-17
Call Park 5-18
Intercom in Cisco Unified Communications Manager 5-19
Intercom with Connected Line State 5-20
Intercom Architecture 5-21
Native Cisco Unified Communications Manager Presence 5-22
Presence Status on IP Phones 5-23
BLF Call Pickup 5-24
Limiting Presence Visibility 5-25
Subscribe CSS 5-26
Presence Groups 5-27
Cisco Unified Communications Manager Express Features 5-28
Call Forward 5-29
Night Service 5-30
Paging 5-31
Shared Ephone-dns 5-32
Call Pickup Groups 5-33
Intercom 5-34
Summary 5-35
References 5-35
© 2010 Cisco Systems, Inc. Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0
Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
ICOMM
Course Introduction
Overview
Introducing Cisco I'oice and Unified Communications Administration (ICOMM) v8.0teaches
leamershow to maintain and operatea Cisco Unified Communications solution basedon Cisco
Unified Communications Manager, Cisco Unified Communications Manager Express. Cisco
Unity Connection, andCisco Unified Presence. This course provides the learners with the
knowledge andskills to achieve associate-level competency in CiscoUnified Communications.
Learner Skills and Knowledge

Thissubtopic liststhe skills and knowledge that leamers mustpossess to benefit fully from the
course. The subtopic also includes recommended Cisco learningofferings that learners should
first complete to benefit fully from this course.
Learner Skills and Knowledge
• Working knowledge of converged voice and data networks

• Basic knowledge of Cisco IOS gateways
• Basic knowledge of Cisco Unified Communications Manager
and Cisco Unity Connection
Course Goal and Objectives
This topic describes the course goal and objectives.
"To provide (earners with the necessary knowledge to

maintain and operate a Cisco Unified Communications
solution that is based on Cisco Unified Communications
Manager, Cisco Unified Communications Manager Express,
Cisco Unity Connection, and Cisco Unified Presence"
Upon completing this course. >ou will be able to meet these objectives:
• Describe the components of a Cisco Unified Communications solution and identify call
signaling and media stream flows
• Provide an overview of admin istralor and end-user interface options in Cisco Unified
Communications Manager. Cisco Unified Communications Manager Express, Cisco Unity
Express. Cisco Unity Connection, and Cisco Unified Presence
• Understand call flows in Cisco Unified Communications Manager and Cisco Unified
Communications Manager Express
• Perform endpoint and end-user administration tasks in Cisco Unified Communications
Manager and Cisco Unified Communications Manager Express
• Describe the telephone, features that are supported in Cisco Unified Communications
• Administer users in Cisco Unil\ Connection and Cisco Unified Presence, and enable the
most commonh used features for both applications
• Describe how to maintain a Cisco Unified Communications solution
Introducing Cisco Voice and Unified Communications Administrator (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Course Flow
Ihistopic presents thesuggested flow of the course materials.
Course Flow
' Enablement of End-

Course Introduction CaU Flows in EndpointarKfEn*. ig^r Telephony and
Cisco Unified UserAdrramstratton • Mobility Features
Overview ol Cisco Communications (Cent) (Corrt) Cisco Unified
Unified
Manager and Enablement of Communications
Communications Cisco Unified Enablement of End- Cisco Unity Solutions
Communications Maintenance
Solutions User Telephony and > Connactiofi and
Manager Express MobHtyFeatures ; Cisco Unified
(Com.) Presence
Lunch
Overview of j
Administrator and
End-User Interfaces
- ... _ t - i Enablement of Cisco Unified
Enablement ofEnd-] cwcoUmty t Communications
Endpoint and End- UserT«tphonyand, c^^^ ^ , Solutions
Call Rows in User Administration MotriHy Features • Ogco U[1[fied » Maintenance
Cisco Unified -,
Communications j ^Cml) Presence (Conl) , (Co*)
Manager and j
Unified CM Express}
The schedule reflects the recommended structure for this course. This structure allows enough
time for the instructor to present the course information and for you to work through the lab
activities. The exact timing of the subject materials and labs depends on the pace of your
specific class.
©2010 Cisco Systems, Inc. Course Introduction

Additional References
This topic presents the Cisco icons and symbols thai are used in this course, as well as
information on where to find additional technical references.
Cisco icons and Symbols

Cisco Unified
Cisco Unified Network
Presence
Communications Cloud
Manager
Gatekeeper
Cisco Unity Cisco Unified
Connection Border Elemei
Gateway
Cisco Unified
Messaging V"/ Cisco Unified
Gateway *, / Personal Voice Router
Cominunicalor
Switch Routei
Cisco Unified
Cisco Adaptive Unified Comrnunicafions
Security Appliance SRST Router Manager Express
Cisco Unified
SAF-Enabled Communications
Rouler Manager Express wit
Cisco Unify Express
Cisco Glossary of Terms

For additional information on Cisco terminoIoe\. refer to the Cisco Internetworking Terms and
Acronyms glossary of terms at
!utp://docuiki.ciscu.coniA\iki'Categot"\:lnteniet\\orking fenns and Acronyms (ll'A).
Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Your Training Curriculum
Thistopic presents the training curriculum for thiscourse.
i^^^-f
Youareencouraged tojoin the Cisco Certification Community, which is a discussion forum

open to anyone holding a valid Cisco Career Certification (such asCisco CCIE'.Cisco
CCNA". Cisco CCDA'. Cisco CCNP". Cisco CCDP8. Cisco CCIP", Cisco CCVP', or Cisco
CCSP'). It provides a gathering place for Cisco certified professionals to share questions,
suggestions, and information about Cisco Career Certification programs and other certification-
related topics. For more information, visit hltp://wwwxisco.com/go/ccrtifications.
) 2010 Cisco Systems, Inc. Course Introduction

Cisco Career Certifications; Cisco
Voice
Expand your professional options and advance your career.

Professional-level recognition in voice networking.
«r
Expert
Professional Recommended Training through

Ctsoo Learning Partners
Introducing Cisco Vo*b and Unifial

Communications Administration
Associate
Voice Networking www.ciaco.com/go/certifcations
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] v8.0 © 2010 Cisco Systems, Inc.
Module 1
Overview of Cisco Unified

Communications Solutions
^ Overview
A Cisco Unified Communications System provides flexibility, reduced total cost of ownership
(TCO). enhanced productivity, andcapabilities thathelpovercome the communication
challenges of traditional voice networks. Cisco provides many Cisco Unified Communications
applications that allowunprecedented levels of collaboration, customer satisfaction, mobility,
and securityevery time,everywhere, on every device in the Cisco UnifiedCommunications
System.
Module Objectives
Uponcompleting this module, you will be able to describethe components of a Cisco Unified
Communications solution and identify call signaling and media stream flows. This ability
includes being able to meet these objectives:
• Describe the role of Cisco Unified Communications components in a Cisco Unified
Communications solution
• Describe the characteristics of a Cisco Unified Communications solution and what needs to
be considered when sending voice over packet-based networks
Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc
Lesson 1
Understanding the
Components of Cisco Unified
Communications Solutions
Overview
The components ofa Cisco Unified Communications solution provide the foundation for
converged networks. Cisco Unified Communications solutions encompass voice, video, and
data traffic within a singlenetwork infrastructure. It is designed to optimizefeature
functionality, reduce configuration and maintenance requirements, andto provide
interoperability with various other applications.
Objectives
Upon completing this lesson, you will be able to describe thecomponents of a Cisco Unified
Communications solution and identify call signalingand media stream flows. This ability
• Describe the role of Cisco Unified Communications Manager Express and Cisco Unity
Express in a Cisco Unified Communications solution
• Describe the role of Cisco Unified Communications Manager in a Cisco Unified
Communications solution
• Describe the role of Cisco Unity Connection in a Cisco Unified Communicalions solution
• Describe the role of Cisco Unified Presence in a Cisco Unified Communications solution
Cisco Unified Communications Manager Express
Overview
Ihis topic describes how Cisco Unified Communications Manager Express provides call
processing for IP and analog phones.
Cisco Unified Communications

Manager Express Overview

capabilities include:
• IP telephony
• Video telephony
* Support for up to 350 IP phones
° Conferencing
• Tel* scripts
• Supportforthird-party applications
• Router-based architecture
" Tel - Tool Command Language
All the necessary files and configurations for II* phonesare stored internally on the Cisco 10S
Software-bused router, which pro\ ides a single-platform solution. In addition, the solution
offers support for a wide range of public switched telephone network (PSTN) interfaces,
integrated \oice mail, auto-attendant, and the Cisco Unified IP phones portfolio.
1 he Cisco Unified Communications Manager Express system fully integrates communications
by enabling data, \oice. and video to be transmitted over a single network infrastructure using
standards-based IF. In addition. Cisco IOS Software provides security features, wireless
services, routing and switching capabilities, and VoIP in a single device.
• IP telephony: IP telephony refers to technology that transmits voice communications over
a network using IP. Cisco Unified Communications Manger Express includes hardware and
software products, such as a call-processing agent and IP phones.
• Video telephony: The Cisco Unified Video Advantage products enable real-time video
communicalions and collaboration using the same IP network and call-processing agent as
Cisco Unified Communications endpoinls. With Cisco Unified Video Advantage, making a
video call is just as easy as dialing a phone number.
• Conferencing: Cisco enhances the user experience with easy-to-use Ad Iloc or Meet-Mc
conferencing, based on digital signal processors (DSPs).
• Support for up to 350 IP phones: In a Cisco Unified Communications Manager Express
environment, up to 350 IP phones are supported. These phones can include third-party end
devices, which can be controlled via the Session Initiation Protocol (SIP).
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.
Tool Command Language (Tel) scripts: Cisco IOS Software supports Tel scripts, which
offer applications like a basic automatic call distribution (B-ACD) and Cisco IP
AutoAttendant.
Support for third-party applications: With the Cisco Telephony Application

Programming Interface (Cisco TAPI), Cisco provides integration with several third-party
products for efficient integration. This integration includes, for example, dialing
capabilities from Microsoft Outlook orintegration into customer relationship solutions.
Router-based: Cisco Unified Communications Manager Express runs directly in the Cisco
IOS Software. With this architecture. VoIP features can be addedseamlessly to the
enterprise data network. Asingle Cisco lOS-based router can provide all features (for
example, voice, video, data, and security) in a single device, which also represents a single
point of failure.
>2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-5
Cisco Unified Communications Manager Express Supported
Platforms
The table lists the numberof supported IP phones and Tl or El interfaces on the Cisco
Integrated Sen ice Router platforms.
Cisco Unified lumcations

Manager Express
Cisco platforms that support Cisco Unified

Communications Manager Express Version 8.0 are:
Max. Phones J SM" State '• Max. TMS
35 WA 8
50 1 12
100 1 12
150 2 16
250 2 16
350 4 24
Cisco multiservice routers and Integrated Service Routers are supported.
• SM - Service Module
Cisco Unified Communications Manager Express can run on the new Cisco Integrated Service
Router Generation 2 and on other router platforms. Eor the Cisco Integrated Service Router
Generation 2 series, a \alid Product Authorization Key (I'AK) for the Cisco Unified
Communications feature must be obtained. A service module slot can, for example, be filled
with a Iligh-Densitv Digital Voice or Eax Network Module (NM-HDV2) card and a voice
WAN interlace card (VW'IC) daughter card with up to fourTl/El ports.
For previous router models. Cisco Unified Communications Manager Express is integrated in
several Cisco IOS Software feature sets. Eor a complete list of Cisco IOS Software feature sets,
use the Cisco Feature Navigator on Cisco.com: http://lods.dsco.com/lTDlT/CFN/Dispatch
I he following platforms are also supported:
• Cisco 3250 Rugged Integrated Services Router (20 IP phones)
• Cisco IAD 2430 Integrated Access Device (25 IP phones)
• Cisco 3270 Rugged Integrated Services Router (48 IP phones)
• Cisco 1861 Integrated Services Router (15 IP phones)
• Cisco 281 1 Integrated Services Router (35 IP phones)
1-6 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 )2010 Cisco Systems, Inc.
Cisco 3845 Integrated Services Router (250 IP phones]
Note The maximum number ofT1/E1 ports isshown in the table "Cisco Unified Communications
Manager Express Supported Platforms." With the Cisco 2900 and 3900 Series Integrated
ServiceRouter Generation 2, Cisco uses enhanced high-speed WAN interface card
(EHWIC) slots Every Cisco Integrated Service Router Generation 2 has 4 EHWIC slots,
which can be filled with different types of ports, depending on the business needs. For
detailed information, go to Cisco.com.
)2010Cisco Systems. Inc Overview ofCiscoUnified Communications Solutions 1-7

Cisco Unified Communications Manager Express Data Streams
The figure illustrates the different data streams ofa Cisco Unified Communications Manager
Express.

Manager Express Data Streams
Signaling and Session Control flows between Cisco Unified

Communications Manager Express and the IP phone.
Cisco Unified Communications Manager Express instructs the IP
phones to listen on a port
The audio stream flows directly between the IP phones.
Unified CME'
IP Phone A -*- »*• IP Phone B
" Unified CME - Cisco Unified Communications Manager Express I
Cisco Unified Communications Manager Express uses Session Initiation Protocol (SIP) or
Skinny Client Control Protocol (SCCP) to communicate with the IP phones for call setup and
signaling.
When the call is set up. media exchange occurs directly between the IPphones using the Real-
lime Transport Protocol (RTP) to carry the voice data. Inthe figure, userA on phone A wants
to make a call to phone B. UserA dials the numberof user B. The dialeddigits are sent to
Cisco Unified Communications Manager Express, which is the call-processing engine. Cisco
Unified Communicalions Manager Express finds the IP address and port number of the called
IP phone and determines how to route the call.
Using the SCCPor SIP protocol. Cisco Unified Communications Manager Express signals the
calling partv over IP to initiate a dialing tone, and user A hears the dial lone. Cisco Unified
Communications Manager Express also signals the call to the destination IP phone, which starts
ringing. When user B accepts the call, the RTP media path is opened between the two IP
phones.
The IP phones require no further communication with Cisco Unified Communications Manager
Express until either user A or user B invokes a feature, for example. Call Transfer or call
conferencing, or ends the call.
1-8 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O )2D10 Cisco Systems, Inc.
Cisco Unified Communications Manager Express Key Features
Cisco Unified Communications Manager Express extends enterprise telephony features and
functions to packet telephony network devices. These packet telephony network devices
include IP phones and gateways.

Manager Express Key Features
Call processing
Signaling and device control
Configuration via CLI or GUI Branch 1
Directory services
CTI support
Single or multisitedeployments
WAN
Internetworkingwith Cisco Unified
Communications Manager
Remote teleworker
Branch 2
Call processing: Call processing refers to the complete process of originating, routing, and
terminating calls, including any billing and statistical collection processes.
Signaling and device control: Cisco Unified Communications Manager Express sets up all of
the signaling connections between call endpoints and devices such as IP phones, gateways, and
conference bridges to establish and teardown the calls.
Configuration via command-line interface (CM) or GUI: Cisco Unified Communication
Manager Express has aGUE which allows the administrators to add, change, or delete phones
and users, and feature configuration. Additionally, most system parameters can be configured
inthe GUI. The GUI can beaccessed viaa web browser. For advanced configuration or
nonvoice-relaled configuration, the use of the CEI is necessary.
Directory services: Cisco Unified Communications Manager Express provides locally stored
director, sen.ices, whichthe administrator can maintain and enhance.
Computer telephony integration (CTI) support: CTI extends the rich feature set available on
Cisco Unified Communications Manager Express todifferent applications. For example. Cisco
Unified CallConnector extends Microsoft Outlook functionality to make calls directly to
available contacts.
Single-site ormultisite deployments: Cisco Unified Communications Manager Express can

either run in asingle-site deployment orcan interact with other Cisco Unified Communication
Manager and Cisco Communications Manager Express systems over the WAN.
) 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions

Internetworking with Cisco Unified Communications Manager: Cisco Unified
Communicalions Manager can be deployed at larger sites and Cisco Unified Communications
Manager Express can be deployed at branch office locations where local call processing is
required. With H.323 or SIP trunks, calls can be routed over the WAN using abandwidth
optimized codec.
Remote telcworker: For remote teleworker (home office phones). Cisco Unified
Communications Manager Express supports Cisco IP Communicator and IP phones connected
lo the enterprise network over a virtual private network (VPN).
1-10 Intrcducing Cisco Voice and Unified Communicalions Administration (ICOMM! v8.0 ©2010 Cisco Systems, Inc
Cisco Unity Express Overview
The figure describes the features of Cisco Unity Express.
Cisco Unity Express Overview
The main capabilities of Cisco Unity Express are:

* Provides voice mail features
• Auto-attend ant capabilities
• IVR" support
• Support for fax messages
* Survival remote site voice mail
• MR - Interactive Voice Response |
Cisco Unity Express is available on selected voice-enabled Cisco Integrated Service Routers,
but uses its own architecture and processing unit, which is located in a module slot on a Cisco
Integrated Service Router or a Cisco Integrated Service Router Generation 2 router, to provide
the following features:
• Voice mail: Provides messaging and greeting services for increased customer service and
efficient employee communications. The maximum number of mailboxes depends on the
hardware module and license agreement that is purchased for Cisco Unity Express.
• Auto-attendant: An auto-attendant might replace the operator and allows the caller to self-
direct their call. Some common functions that an auto-attendant provides arc the following:
— The caller can spell the name of the user they are trying to reach.
— If the caller knows the extension of the destination, the caller can enter the extension
to be directly connected.
— An auto-attendant can offer basic menus that allow a user to navigate through the
menus by pressing a key.
— Applications offering information only, for example, movie showing limes on a
movie hotline.
• Interactive voice response (IVR) capabilities: IVR allows a caller to select options from
a voice menu and to interact with the IVR system. After the IVR system plays a
prerecorded voice prompt, the caller presses a number on a telephone keypad to select an
option. Eor example, customers dial an enterprise hotline and IVR enables callers to run
queries to gather information from a customer database or to press a number on the dial pad
to be connected to a particular agent.
>2010CiscoSystems, Inc. Overview of Cisco Unified Communications Solutions 1-11

Support for fax messages: Inbound fax capability is provided by using a combination of
the native 1.37 fax processing on Cisco Integrated Service Routers that arc combined with
the message management of Cisco Unit; Express. Users can receive faxes using a direct
inward dialing (DID) number for each user, and send the fax as a Tagged Image File
Eormat (T1EE) attachment to a defined mailbox.
Sur\i>able Remote Site Voicemail: Survivable Remote Site Voiccmaii (SRSV) works
with Sun iv able Remote Site Telephony (SRST). SRST provides remote site telephony, for
example, if a central call processing engine at the headquarters is not operational or the
WAN link is broken. After the failure is delected, the IP phones register with the SRST of
Cisco 1:nilled Communications Manager Express SRST router.
A deplovment of Survivable Remote Site Voicemail requires a Cisco Unified Messaging
Gatewav (Cisco UMG) and the relevant licenses. When the WAN connection is up, Cisco
Unity Express is provisioned by the Cisco UMG and is not actively used. The Cisco UMG
sends the provisioning information to each Survival Remote Site Voicemail site and
maintains any changesat the headquarters and branch locations. Whenthe WAN
connectivitv fails. Cisco Unit} Express processes calls the centralized voice-mail system or
auto-attendant locally.
Cisco Enitv Express stores all voice mails duringthe WAN outage. When the connection is
restored, the messages are sent to the centralized Cisco Unity Connection. Cisco Unity
Express goes back in waiting mode. Survivable Remote Site Voicemail supports the
following features: subscriber greetings and spokennames, distribution lists, message
waiting indication, or message notification.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 <s> 2010 Cisco Systems, Inc
Cisco Unity Express Modules
The table liststhe supported CiscoUnity Express modules.
Cisco Unity Express Modules
Bundled Max. | Max.tVR j Max; . Storage

Ports Porte Sessions Mailboxes (hours)
A1M2-CUE-K9 65 14
NME-CUE 24 24 275 300
ISM-SRE-300-K9 10 10 100 60
SM-SRE-700-K9 32 32 300 600
Tne number of maximum mailbojes, ports, and IVRsessions depends on Cisco

UnityExpress stock-keeping units (SKU)license files.
On Cisco 2800 and 3800 Series Integrated ServiceRouters, Cisco Unity Express can either be
used on an Advanced Integration Module 2 (AIM2)or on an enhanced networkmodule(NME).
Cisco 2900 and 3900 SeriesIntegrated ServiceRouters Generation 2 have service module slots
and an internal servicemoduleslot which supportsapplication services. Bothcan be used for
Cisco Unity Express. Each module comes with a bundled numberof ports, which can be
increased with licenses. The maximum number of IVR sessions depends on the maximum
number of available ports. Eiccnse files can be obtained as SKU files andcan activate different
features: for example. Survival Remote Site Voicemail.
Note The Cisco 2900 and 3900 Series Integrated Series Routers do not support advanced
integration modules (AIM and AIM2) or enhanced network modules (NME).
Cisco Unity Express Data Streams
The figure describes the Cisco Unity Express data streams.
Cisco Unity Express Data Streams
The signaling and session control signal flows between the Unified CME*
and the Cisco Unity Express module (back-to-back Ethernet).
The audio stream flows between the IP phone and the Cisco Unity Express
module
Cisco Unity Express supports only G.71! audio streams Transcoders are
necessary for G729 calls.
Unified CME
Cisco Unity
Express module
' Unified CME = Cisco Unified Commumcatu ager F.xpress
[fan IP phone calls an auto-attendant or voice-mail pilot number, the Cisco Unity Express
module answers the call. After the call is established, the media exchange flows directly
between the IP phone and Cisco Unity Express module.
Cisco Unitv Express communicates with Cisco Unified Communications Manager Express
only via SIP. Cisco Unitv Express can also be integrated with a Cisco Unified Communications
Manager.
Cisco Unitv Express supports only the G.711 codec. All calls made to the Cisco Unity Express
system must use CI.711 if. for example, the caller connects to the auto-attendant or voice-mail
pilot numbers. 11 a user vv ants to listen to their voice message over a WAN connection using the
G.729 codec, transcoding resources at the Cisco Unity Express location are necessary.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc.
Cisco Unified Communications Manager
Overview
The topic describes the role of Cisco Unified Communications Manager in a Cisco Unified
Communications solution.

Manager Overview
The capabilities of Cisco Unified Communications

Manager are:
• Support foraudio and video telephony
• Up to 30,000 phones supported per cluster
• Runs as an appliance with a hardened operating system
• Based on IBM Informix database
• Disaster Recovery System (DRS) for backup-and-restore
mechanism
• Cisco Unified Serviceability and Cisco RTMT offer

management and troubleshooting functionality
Cisco Unified Communications Manager is the powerful call-processing component of the

Cisco Unified Communications solution. Cisco Unified Communications Manageris a
scalable, distributable, and highly available enterprise IP telephony call-processing system.
Cisco Unified Communications Manager provides a wide range of enterprise features. Cisco
Unified Communications Manager is one component of a suite of devices in a Cisco Unified
Communications solution. Cisco Unified Communications Manager provides call processing
control for all devices, such as IP phones and gateways. The control of devices that are
prov ided by the Cisco Unified Communications Managerserver include messages for the IP
phones to activate tones, changing softkeys on the phone display, and connection instructions
for the calls.
Likethe traditional voice network, a numberof gateways (digital and analog)are available that
allow access to remotelocations. Withthe expanding growthof IP telephony, there are a
number of specialized applications that can be integrated into the network, such as voice mail.
Contact Center application, and other various services.
Cisco Media Convergence Servers (MCS) can run CiscoUnified Communicalions Manager as
a stand-alone server or in the network to form a cluster of servers. Clustering Cisco Unified
Communications Managers togethernot only allows moreend devicesto be supported but also
paivides redundancy and centralized administration. A Cisco Unified Communications
Managerclustercan controldifferentdevices, such as IP phones, along with the related
gateways, media resources, and supports different application servers.
Each cluster can support a maximum of 30,000 unsecured SCCP or SIP phones.
12010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-15
Each cluster can support a maximum of 27.000 secured SCCP or SIP phones.
1he Cisco I Inified Communications Manager runs on an appliance, which improves security
and allows upgrades to be managed easily. An appliance is a platform that is used for Cisco
Unified Communications svstems. The appliance provides an integrated platform operating
svstem and bundles such as Cisco Unified Communications Manager software. Eor security
reasons, the operating system is hardened with no access to the underlying file system, and onh
supports Cisco authorized applications and utilities to access it. 'I'hc underlying database is an
IBM Informix database.
The Disaster Recover} framework (DRE) provides a Disaster Recovery System (DRS) for
manual or automated backup to a network device over Secure FTP (SETP).
Ihe Cisco Unified Operating System is also used for the following applications:
• Cisco Emergene> Responder
• Cisco Unity Connection
• Cisco Unified Presence
• Cisco Unified Contact Center Express
1-16 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems. Inc
Cisco Unified Communications Hardware Requirements
The figure describes the platform hardware requirements for Cisco Unified Communications
Manager installation.

Manager Hardware Requirements
Cisco Unified Communications Manager can be installed on:

• Cisco MCS 7800 servers
* Cisco Unified Computing System
• Or on approved third-party servers
The following general server hardware is required for the

installation:
« 2 GHz Processor
• 2 GB RAM
• 72 GB Hard Disk
The minimum requirements for Cisco Unified Communications Manager installation are a 2-
GHz processor. 2 GB of RAM. and 72 GB of hard disk space.
A complete list of supported third-party servers canbe found on Cisco.com:
http://wvvw.cisco.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/prod_broehure090
0aecd8062a4f9.html.
Since Cisco Unified Communications Manager version 8.0, it is possible to install the Cisco
Unified Operating System on a virtual machine (VM) in a Cisco Unified Computing System
(UCS).
i 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-17
Overview of the Cisco UCS Solution
I'hc figure describes the Cisco UCS solution and gives an overview ofthe supported virtual
environment.
Overview of Cisco Unified Computing

System Solution
Cisco Unified Communications Applications version

8.0 is supported in a virtual (VMware) environment:
• In a VMware installation, Cisco Unified Computing System
hardware must be used
• VMware ESXi 4.0 with a SAN is supported

* Specific VMware configurations and support
• Cisco Unified CommunicationsManager migration can be
done via the Disaster Recovery Framework (DRF)
* Mixed cluster with physical and virtual servers is supported
• License key uses a virtual MAC address
With Cisco Unified Communications Manager version 8.0. an installation on a Cisco UCS is
supported, which builds a defined solution from the hardware up. A Cisco UCS is a single
system that unifies and simplifies the maintenance of server farms.
A mix with other Cisco Unified Communications applications, which are supported for
installation on a Cisco UCS. is supported. No other types of VMs. like file servers or third-
party application sen ers should run on the same blade. A blade is a proprietary card from a
manufacturer that can be used in a rack system, which allow sharing of the same backplane and
power supplies, fhe storage svstem must be a storage area network (SAN) and the storage
svstem must be on the VMware compatibility list. Eorcompatibility information go to
http:/'www.vmuLire.com/go/hcl.
The VM configuration for Cisco Unified Communications Manager has specific requirements.
Onlv a new installation on a Version 7 VM with a Cisco Unified Communications Manager
version 8.0 is supported. The requirements are as follows:
• 2 virtual CPU;.
• 6-GB RAM
• Two 80-GB hard disks at SCSI id 0:0 and 0:1
• Onlv a Version 7 VM is supported

• Supports up to 7500 users per VM. which is equivalent to a Cisco MCS 7845 Series server
• There is no support for using any 1'SB dev ices or dongles on the VM.
• Backups of the VM are onlv supported wilh SETP
Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems. Inc
A migration from a physical Cisco Unified Communications Manager server to a virtual
machine can be done via the DRF. A backup from a Cisco Unified Communications Manager
server can be restored in a VM. A mixture of physical and virtual servers (virtual machines) is
supported, which allows an easy migration process.
A VM uses the same licensing process as a physical server. Unlike the physical servers, a
special license MAC is used. The license MAC is a hash of a set of data on the server, which is
hashed to produce a 12-digit hexadecimal string that looks like a MAC address. The license
MAC can be obtained from the web interface or the CLI, using the command show status.
Other Cisco Unified Communications applications that arc supported on Cisco UCS are the
following:
• Cisco Unity Connection version 8.0
• Cisco Unified Presence version 8.0
• Cisco Unified Mobility Advantage version 8.0

• Cisco Unified Contact Center Enterprise version 8.0
• Cisco Contact Center Express version 8.0
• Cisco Unity version 8.0
© 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-19
Cisco Unified Communications Manager High Availability
The figure describes Cisco Unified Communications Manager high availability.

Manager High Availability
Up to 30.000 IP phones in a TFTP Server

cluster
Up to 8 subscribers running
the Cisco Call Manager
Service
Up to 3 subscribers running in
a Unified CM" Group
Up to 2 servers running the
TFTP service
Additional servers can be

used for media resources, etc.
1 Unified CM = Cisco Unified Communicalions Manager
Each Cisco I inified Communications Manager server is defined as a publisher or subscriber at

the time of the installation. Within a Cisco Unified Communications Manager cluster, there can
onlv beone publisher, but up to eightsubscribers running the Cisco CallManager Service.
ForIP phone registration redundancy, up to three Cisco Unified Communications Managers
can be networked together in a Cisco Unified Communications Manager Group. In addition, the
fourth registration option can be an SRST router.
A cluster is built from two or more Cisco Unified Communications Manager servers networked
together to provide sen, ices to end users, which allows support of more enddevices and
prov idesredundancy andcentralized administration. Some Cisco Unified Communications
Managers in a cluster prov idebasic phone call processing, such as call routing, signaling,
phone features, and dial plan administration. Other Cisco Unified Communications Managers
can provide services such asTE1 I',conferencing, music onhold(MOII), and others.
The decision on how many subscribers arc addedto the Cisco Unified Communications
Manager cluster depends on the following factors:
• Backup requirement in case of failure (redundancy)
• Splitting the load between servers(load sharing)
• How main phones will be supported in the network (scalability)
Inaddition to thepublisher and subscribers, a dedicated IFTP server is recommended for Cisco
Unified Communications solutions with more than 1250 users. One TFTP server is required in
the Cisco Unified Communications Manager clusterand is used for the creation and download
of configuration files in the proper format to IP phones, gateways, and other dev ices. Eor high
availabilitv. up to two 1FTP servers can be used.
1-20 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8.0 )2010 Cisco Systems, Inc.
Database Replication and User-Facing Features
The figure describes the Cisco Unified Communications Manager database replication process.
Database Replication and User-Facing

Features
IBM Informix Database:

- Owned by the publisher.
• One-way replication.
• Allchanges are made on the
publisher.
- Ifthe publisher is down
- User-fadngfeatures(UFF),
such as call forwarding, etc.,
are changed on the active
subscriber.
- Changes to the subscriber are
replicated to the olher servers
in the duster.
• When the publisher is back, the
subscriber synchronizes the
changesto the publisher.
Acluster isdefined asany number ofCisco MCS servers that share the same Structured Query
Language (SQL) database. An SQL cluster consists ofone primary server that is called a first
node orpublisher. This server isloaded first during the installation process. The server software
is loaded in such a way that the SQL Server application takes onthe responsibility for
maintaining and replicating the database. The other servers inthe cluster are loaded as
subsequent nodes orsubscribers tothe database contained in the first node.
The publisher usually makes changes in the SQL database. The other servers in the cluster have
copies of the database that areread-only copies.
An exception is a replication ofthe user-facing features during the time a publisher is down.
Eor example, call forwarding, message waiting, and other user-facing features are changed on
the subscriber server to which the IPphone is registered. These changes arethen replicated to
all servers in the cluster.
Any user-facing feature data changes made tothe subscriber database are sent tothe publisher.
The changes are written tothe database ofthe publisher and are then made available to the
subscribers. This information is replicated to the subscribers at regular intervals. The
subsequent nodes contact the first node and ask for any changes. Ifchanges have been made to
the database, thepublisher makes thechanges available to the subscribers at thattime.
© 2010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-2!
Intracluster Communication
The figure describes the intracluster communication between the nodes in a Cisco Unified
Communications Manager cluster.
Signaling (ICCS) replicates
run-time data like registration
of devices to all nodes running
the Cisco CallManager
Service
Call Detail Records (CDRs)

and Call Management Records
(CMRs) are collected by the
subscribers.
The data is periodically

uploaded to the publisher.
Billing system connects only
to the publisher.
fhere are two primarv kinds of intraclustcr commtinications. or communications within a Cisco
Unified Communications Manager cluster. Thev are as follows:
• Intracluster Communication Signaling (ICCS) involves the propagation and replication of
run-time data such as registration of devices, location bandwidth, and shared media
resources. This information is shared with all members of a cluster running the Cisco
CallManager Service, andit ensures the optimum routing of calls between members of the
cluster and associated gatewav s. ICCS runs on TCP ports 8002 to 8004.
• Call Detail Records (CDRs) and Call Management Records (CMRs), when enabled on all
servers, are collected bv the subscriber and uploaded to the publisher periodically. During a
period during which the publisher is unreachable, the CDRs and CMRs are stored on the
local harddisk of the subscriber. Whenconnectivity is re-established with the publisher, all
outstanding CDRs arc uploaded to the publisher, which stores the records in the Cisco
Unified Communications Manager CDR Analysis and Reporting (CAR) database.
1-22 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Cisco Unified Communications Manager Data Streams
The figure describes Cisco Unified Communications Manager data streams and how the
different components interactwith each other.

Data Streams
Signaling and session control flows between Cisco Unified CM" and the IP
phone and between Cisco Unified CM and the PSTN gateway.
The audio stream is terminated by the PSTN gateway.
PSTN Gateway
fvludsa Exchange
• Unified CM = Cisco Unified Communications Manager
Cisco Unified Communications Manager uses SIP or SCCP to communicate with IP phones for
call setup and control tasks.
SIP supports protocol extensions, so that applications can support advanced features and can
still intemperate with other less functional applications. Here is an example: Three colleagues
are on a conference call. Two of them are at a headquarters location where their SIP-enabled IP
phones support video capabilities; the third is at a remote office that docs not support
\ ideophones. SIP will establish the conference among the three users, enabling the video
portion for the two users whose equipment supports it. The third user will participate with
audio only. This approach is a shift from the "least-common denominator1 approach in which
only functions supported by all users are implemented (in which case, none of the colleagues
would be able to use video).
When the call is set up. media exchange occurs directly between the IP phones using RTP to
carry the audio.
In the figure, user A on IP phone A (left telephone) wants to make a call to user B on the PSTN
phone (right telephone). In this case, dialed digits are sent to Cisco Unified Communications
Manager, the call-processing engine. Cisco Unified Communications Manager routes the call to
the PSTN gateway, which uses the Media Gateway Control Protocol (MGCP). H.323. or SIP
for signaling and session control. When user B accepts the call, the RTP media path opens
between IP phone A and the PSTN gateway, which terminates the RTP stream and converts the
stream to the time-division multiplexing (TDM) network.
>2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions
L
Cisco Unified Communications Manager Key Features
The figure describes the key features of Cisco Unified Communications Manager.
Cisco Unified Communications Manager offers a wide

range of features:
• Call processing
• Signaling and device control
« High scalability
* Configuration via GUI
• Directory services that can be stand-alone orintegrafed with an
existing directory
• CTI support
• Phone application support (XML)
Call Processing
Cisco Unified Communications Manager is the core call processing sollware for the Cisco
Unified Communications Svstem. Cisco Unified Communications Manager software extends
enterprise telephonv features and capabilities to packet telephony network devices like
IP phones, media processing devices, voice gateways, and multimedia applications.
Signaling and Device Control

Cisco Unified Communications Manager sets up all of the signaling connections between
devices like IP phones, gatewavs. and conference bridges to establish and tear down streaming
connections.
Configuration via GUI

Cisco Unified Communication Manager has a powerful GUI that allows administrators to fully
maintain the system. The access to system-critical configuration settings can be denied with the
roles and user groups concept. Cisco Unified Serviceability. Cisco Unified Communications
Manager Administration, and the Cisco Unified Reporting tool can also be accessed via a web
interface. The Cisco Unified Communications Manager Administration user web interface
allows end users to maintain their personal settings like call forward and others. You can use
the Disaster Recovery Svstem GUI to start, monitor, and configure backup operations.
Directory Services
The Cisco Unified Communications Manager can cither run as a stand-alone or can be
integrated with Lightweight Directory Access Protocol (LDAP) directory services, which
allows direetorv search and LDAP authentication for end users.
CTI Support
Cisco C11 extends the feature set available on CiscoUnified Communications Manager to
third-party applications. These Cisco CTI-enabled applications improve user productivity,
enhance the communication experience, and deliver superior customer service. Eor example. IP
phones can be controlled from an operator workstation or aContact Center agent to improve
efficiencv.
High Scalability
Within a Cisco Unified Communications Manager cluster, there arcservers that provide only
unique services to increase, for example, the amount ofmedia resources. Each ofthese services
can coexist with others on thesame physical server. Forexample, in a small system it is
possible to have asingle server be adatabase publisher, backup subscriber. MOII server. TFTP
server. CTI Manager, and a conference bridge.
Phone Application Support

External XML productivity applications orCisco CallManager Cisco IP Phone Services can be
run on the web server or client onmost IP phones. For example, the IPphone canbe used to get
stock quotes, weather information, flight information, and other types ofweb-based
information. Inaddition, custom-based Cisco CallManager Cisco IP Phone Service applications
can be written that allow usersto track inventory, bill customers for lime, or control conference
room environments (lights,video screen,temperature, and so on).
The Cisco Unified Communications Manageralso has a numberof integrated applications that
prov ide additional functionality via Cisco CallManager Cisco IP Phone Services; for example.
Cisco Extension Mobility or Cisco Unified Communications Manager Assistant.
Cisco WebDialer
The Cisco WebDialer is a click-to-call application for Cisco UnifiedCommunications Manager
that enables users toplace calls easily from their PCs using any supported phone device.
12010Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-25

Cisco Unity Connection Overview
This topic describes Cisco Unitv Connection in a Cisco Unified Communications solution.
Cisco Unity Connection is a feature-rich voice

messaging platform:
' Cisco appliance- or Cisco Unified Computing System-based
installation
- Up to 20,000 users per server

• Access voice messages from anywhere
• Integration with LDAP*
• Support for Microsoft Exchange
• Voice Profile for Internet Mail (VPIM)
• Supports Survival Remote Site Voicemail
| *LDAP =Ligntweighl Directory Access Protocol |
Cisco Unitv Connection users can managevoice messages by email,web clients, mobile
devices, instant messaging, and desktop clients like Cisco Unified Personal Communicator.
Cisco Unitv Connection also prov ides auto-attendant functions, including intelligent call
routing and customizable call screenand messagenotification options.
The minimum requirements for a Cisco Unitv Connection version 8.0 installation area 2-GHz
processor. 2 GB of RAM. and 146 CiB of hard disk space, which allows up to 20,000 users on a
Cisco 7845 MCS server.
Cisco Unity Connection is located on the same installation DVD as Cisco Unified
Communications Manager and also runs as an appliance. Upgrades to Cisco Unity Connection
software can be made without bringing down the server. Dual partitions are configured on the
server, permitting two copies of Cisco Unity Connection to reside concurrently. This
configuration allows a new Cisco Unity Connection software release to be downloaded while
still providing voice mail and other services to users.
Voice messages can be received by any phone. Cisco Unified Personal Communicator, Cisco
Unified Mobility client, or via an Internet Message Access Protocol (IMAP) client like
Microsoft Outlook.
Cisco Unity Connection supports Voice Profile for Internet Mail (VPIM), which defines a
subset of the Internet multimedia messaging protocols—Multipurpose Internet Mail Extensions
(MIME) for use between voice processing server platforms. Microsoft Active Directory
integration is available for synchronizing Cisco Unity Connection uscmames and passwords to
the Microsoft Active Directory using the LDAP interface. LDAP authentication allows single
password logon.
1-26 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.
Cisco Unitv Connection supports integration with Microsoft Exchange calendar for rerouting of
calls and a wide range ofIMAP clients for receiving voice-mail messages.
With Cisco Unity Express. Cisco Unity Connection supports Survival Remote Site Voiccmaii
for branch sites, which requires central call processing and voice mail.
)2010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-27
Cisco Voice Messaging Systems Overview
The table gives an overview of the different Cisco voice-messaging products.
Cisco Voice Messaging Systems Overvit
• Cisco Unity Connection can run co-resident on Cisco Unified

Communications Manager Business Edition.
• All voice-mail systems support VPIM, which allows different
deployments to connect seamlessly.
Max.
Mailboxes
Cisco Unity
300 Router No
Express
Unified CM*
Business 500 Appliance No
Edition
Cisco Unity 20.000 per
Appliance Active / Active
Connection Server
15,000 per Windows
Cisco Unity Actrve/ Passive
Server Server
' Unified CM = Cisco Unified Communications Manager
With a Cisco Unified Communications Manager Business Edition, Cisco Unity Connection can
coreside on the same hardware platform. This ability allows support in a small- or medium-
sized business. Cisco Unity Connection adds a new set of features that are not available in other
Cisco voice-messaging products, such as personal Call Transferrulesand speech-recognition
capabilities.
VPIM allows interoperabililv from Cisco Unitv Connection to Cisco Unity Connection, Cisco
Unitv. or Cisco Unitv Express, or any other deployment that supports VPIM.
1-28 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O 12010 Cisco Systems, Inc.
Cisco Unity Connection Architecture
Ihe figure describes the architecture of a Cisco Unity Connection system.
Cisco Unity Connection Architecture
Cisco Unity Connection stores

messages locally in its own file
system.
Cisco Unity Connection uses the IBM Message Cisco Unity
Informix database for configuration > Store Dtmctory
data.
Audio stream for voice messages

flows between the caller and the
Cisco Unity Connection system
Cisco Unity Connection manages the storage of messages in a diflerent way than Cisco Unity.
The message storage in Cisco Unity Connection resides on the server in its own file system,
while the message storage in Cisco Unity resides in Microsoft Exchange. This architecture
allows Cisco Unity Connection to operate without being dependent upon Microsoft Exchange,
and without needing the permissions necessary to access messages stored in Microsoft
Exchange.
The user database and all system configuration information for Cisco Unity Connection are
located in an IBM Informix database and are accessed using SQL.
Cisco Unity Connection High Availability
The figure describes the high availability model of Cisco Unity Connection.
Cisco Unity Connection High Availabil
• Cisco Unity Connection supports

a two-server active-active pair for
high availability.
• Both servers accept audio calls,
HTTP, and IMAP* requests
• Role separation is consistent with
the Cisco Unified Communications
Manager clustering scheme.
• One server is designated as the
primary node, which "owns" fhe
database and message store.
• Secondary node subscribes to
database and message store
t Active-Active I
services from publisher Clyster Paif |
1IMAP - inlernel Message Access Protocol |
Cisco Unttv Connection supports a two-server active-active, high-availability solution. Roth

servers in the active-active pair will run Cisco Unity Connection and both will accept calls.
HTTP, and IMAP requests. If onlv-one server in the server pair is active. Cisco Unity
Connection will preserve the majority of the end-user functionality, including voice calls,
HTTP requests, and IMAP requests, but lower port capacity will be available for taking voice
calls.
One Cisco Unitv Connection server will be designated as the publisher node or "primary" in the
server pair. The other server will be designated subscriber node or "secondary" in the server
pair. The role separation will be consistent with the Cisco Unified Communications Manager
clustering scheme, in which there is always one publisher and multiple subscribers. However,
only two Cisco Unitv Connection servers are supported in the active-active model. Each Cisco
Unitv Connection server maintains its own directory and message database.
A Cisco Unitv Connection active-active high-availability server (Cisco MCS-7845) pair will
support up to 20.000 mailboxes with 20.000 voice-mail subscribers.
Each Cisco MCS-7845 server can support up to 250 voice-mail ports, for a cumulative total of
500 voice-mail ports when both servers are active. If only one server is active, then port
capacity is lowered to a maximum of 250 ports. When installing an active-active high-
availability server pair, two types of servers can be defined—a publisher and a subscriber.
These terms are used to define the database relationship during installation. When installing the
subscriber in an active-active high-availabilitypair, the IP address or hostname of the primary
or publisher server must be av ailable. After the software is installed, the subscriber will
subscribe to the publisher to obtain a copy of the database and message store.
1 he publisher is a required server in an active-active high-availability server pair, and there can
currently be onh one publisher per active-active high-availability server pair. This server is the
first to be installed and prov ides the database and message store services to the subscriber or
secondary server in an active-active high-availability server pair.
1-30 IntroducingCisco Voice and Unified Communications Administration (ICOMM) v8 0 ) 2010 Cisco Systems, Inc.
Cisco Unified Presence Overview
This topic describes an overview of Cisco Unified Presence.
Cisco Unified Presence Overview
The capabilities of Cisco Unified Presence are:

• Presence awareness
• Up to 15,000 users per cluster

• Enterprise Instant Messaging
» Interdomain federation with SIP or XMPP*
• Peer-to-peer file transfer
• Message compliance
• Secure messaging
• Cisco Unified Mobility Advantage integration
•XMPP = Extensible Messaging and Presence Protocol
The main component of Cisco Unified Presence is presence awareness, which means that the
current presence status can be derived from automatic events such as computer login and
telephone off-hook. Presence awareness can also be derived from explicit notification events
for changing status, such as the user selecting Do Not Disturb (DND) from a change-status pick
list. The user availability status indicates whether the user is actively using a particular
communications device, such as a phone. Communications capabilities of users indicate the
types of communications that the user is capable of using, such as video conferencing, web
collaboration, or audio. In a Cisco Unified Presence cluster, up to 15.000 users can be added.
Cisco Unified Presence incorporates the Jabber Extensible Communications Platform (XCP),
which enables an industry-standard collaboration between different user clients. With
interdomain federation, the Cisco Unified Presence domain can be federated to other domains,
like Google Talk or WebEx Connect, based on SIP or Extensible Messaging and Presence
Protocol (XMPP). With the XCP platform, a significant amount ol new instant messaging (IM)
functionality is available in Cisco Unified Presence, for example, peer-lo-peer file transfer.
Many industries require that instant messages adhere to the same regulatory compliance
guidelines as all other business records. To comply with these regulations, the Cisco Unified
Presence system must log and archive all business records, and the archived records must be
retrievable.
Cisco Unified Presence provides support for IM compliance by collecting data for the
following IM activities in single cluster, intercluster, or federated network configurations:
• Point-to-point messages
• Group chat, which includes ad hoc. temporary, and permanent chat messages.
i 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-3!
Applications can use 'Iransport Eayer Security (TLS) or IP Security (IPsec) for a secure
communication, which allows a secure connection over HT'fPS between the Cisco Unified
Personal Communicator and Cisco Unified Presence.
The Cisco Unified Presence Server manages availability status for Cisco Unified Mobile
Communicator and other clients that support presence. Users can set their status on any
supported client and it will display on all supported clients.
1-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 © 2010Cisco Systems, Inc.
Cisco Unified Personal Communicator Overview
The figure presents anoverview of Cisco Unified Personal Communicator.
Cisco Unified Personal Communicator

Overview
The Cisco Unified Personal

Communicator characteristics are:
• Based on Cisco Unified Client Services
Framework (CSF)
* Instant messaging support for r 1
point-to-point chat multiuser chat, u. y"
persistent chat
• Voice and video support
• Web conferencing via Cisco Meeting
Place and Cisco WebEx
• Integration with voice-mail systems
and visual voice-mail functionality
• LDAP support for enhanced user
r^^
information
Cisco Unified Personal Communicator is based on Cisco Unified Client Services Framework
(Cisco Unified CSE). Cisco Unified CSF is the core framework of client-based unified
communications functions that Ciscowill be using in the next releasesof Cisco Unified
Communications Manager. Cisco Unified CSF has the abilityto providepresencein a Cisco
Unified Presence solution or in third-party solutions.
Cisco Unified Personal Communicator supports point-to-point chat, multiuser chat, and
persistent chat, which allows IM chathistories andcompliance. Persistent chatcombines the
idea of "rooms" with the idea that the chat itself is persistent, so the user can see what was said
before joining.
With Cisco Unified Personal Communicator, softphone and desk phone video is supported.
Cisco Unified Personal Communicator supports the H.264 video codec for increased video
resolutions up to highdefinition (HD).and ad hoc multipoint videoconferencing integration
with Cisco Unified MeetingPlace. Cisco Unified Video Conferencing, or Cisco Unified
MeetingPlace Express VT.
Cisco Unified Personal Communicator supports integration with Cisco Unity. Cisco Unitv
Connection, and visual voice-mail functionality. SRST failovcr for softphone mode calls is
available.
Cisco Unified Presence provides EDAP authentication for users of the Cisco Unified Personal
Communicator client and Cisco Unified Presence user interface. This authentication enables
single sign-on (SSO) for users. Cisco Unified Personal Communicator also uses the LDAP
directory to allow users to search and add contacts. Cisco Unified Personal Communicator
client soltuare can be installed on 32- or 64-bit computers that arc running Microsoft Windows
XP. Windows Vista. Windows 7. or Apple Mac OS. The Cisco Unified Personal
Communicator 64-bit version does not support desk phone video.
i 2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-33
Cisco Unified Presence Deployment
fhe figure describes a deployment of a Cisco Unified Presence platform.
Cisco Unified Presence
• LDAP authentication, user search, and name resolution from LDAP server.
• SIP connection to Cisco Unified Communications Manager cluster to receive

presence status (for example, phone on- and off-hook status].
' ( Cisco Unified Personal

"*.,"**.' Communicalorv7 *
Cisco United Personal

. "*• ,^V'
•*£ J Communicator vS
CTI
JJ . ..«, XMPP
_
LDAP
""**
SCCP
4<><» SJP/SMPIL
j "unified CM - Cisco Unrfied Communications Manager "™
DB Replicaroil
Cisco Unified Presence enhances enterprise presence and instant messaging. Cisco Unified
Presence supports both SIP for Instant Messaging and Presence Leveraging Extensions
(SIMPLE) and XMPP-based presence and IM to enable integration of Cisco Unified Personal
Communicator version 7.x. which uses SIP/SIM PEE to the Cisco Unified Presence, and Cisco
Unified Personal Communicator version 8.0. which is based on XCP.
Eor global director} searches. Cisco Unified Personal Communicator can use the EDAP
director) of a companv. Authentication and name resolution for the Cisco Unified Personal
Communicator contact list with additional user information can be pulled from the LDAP
server.
To receive the presence status. Cisco ! Inified Presence uses SIP/SIM PEE notifications from the
Cisco Unified Communicalions Manager cluster.
With CTI. desk phone control can be easily developed, which allows dialing via Cisco Unified
Personal Communicator and answering incoming calls.
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] vS.O ©2010 Cisco Systems. Inc
Summary
This topic summarizes the key points that were discussed in this lesson.
Summary
• Cisco Unified Communications Manager Express and Cisco

Unity Express fully integrate communications by enabling
data voice, messaging, and video to betransmitted over a
single network infrastructure using IP.
• Cisco Unified Communications Manager isone component of
a suite of products inthe Cisco Unified Communications
solutions portfolio. Cisco Unified Communications Manager
provides call processing control for all devices such as IP
phones and gateways.
• Cisco Unity Connection handles message storage to provide
feature-rich messaging features to the enterprise.
• Cisco Unified Presence provides presence awareness. The
current presence status canbe derived from automatic
events suchas telephone off-hook, orfrom explicit
notification events forchanging status, such as the user
selecting Do Not Disturb.
References
For additional information, refer to these resources:
• Cisco Unified Communications (IP Communications/VoIP)
http //www cisco.com/en/US/panner/neisol/ns641/netvvorking_solutions_packages_lisl html
) 2010 Cisco Systems, Inc. Overviewof Cisco Unified Communications Solutions 1-35
1-36 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc.
Lesson 2
Understanding the
Characteristics of Cisco
Unified Communications
Solutions
Overview
This lesson introduces the characteristics of Cisco Unified Communications solutions, the
components that are required in a convergent network, the differentVoIP signaling protocols,
wm
quality of service issues, and media transmission protocols. It also gives an overview of
traditional voice networks.
"mm Objectives
Upon completing this lesson,you will be able to describethe characteristics of a Cisco Unified
Communications solution and what needs to be considered when sending voice over packet-
__ based networks. This ability includes being able to meet these objectives:
• Describe how traditional voice networks work and give a short overview of the components
»" • Describe how converged networks work and give an overview of the Cisco Unified
mmm Communications components
• Describe the basic characteristics of different quality of service (QoS) technologies to
I prioritize or expedite voice data
Overview of Traditional Voice Networks
This topic describes the characteristics of a traditional voice network. It is critical to understand
the function of these traditional telephony components to successfully deploy a VoIP-based
svstem.
Traditional Voice Networks
A traditional PBX consists of several components, like control cards, slation

cards, and trunk cards
Various types of telephone circuits are terminated on different types of cards.

A PBX uses its ovwi cabling environment for carrying the electrical signal
through wiring closets to the endpoints.
Digital phones connected to PBXs are typically proprietary
CO" Switch
Analog or Digital 8j| PSTN

Trunk
j^ Analogor
»&r DigitalPhones
PBXs come in various sizes, from 20 to 20.000 stations. The selection of a PHX is important lo
most companies because a PBX has a typical life span of 7 to 10 years. All PBXs offer a
standard. ba»ic set of calling features. Optional software provides additional capabilities.
A traditional business phone svstem is composed of multiple components. The figure shows
these components and includes the following:
• Telephones: There are two types of telephones that are used in a traditional business
telephonv network as follows:
— Analog telephones: These phones have a direct connection to the PBX.
— Digital telephones: These phones convert analog voice lo a digitized stream and
connect to a PBX.
• PBX: A PBX is a private!; owned switch that is located on the customer premises.
• Voice mail: A voice-mail svstem is either integrated in the PBX, or can be connected over
a digital proprietary circuit.
• Trunk: A trunk provides the path between two switches. Common trunk types include the
following:
— "fie trunk: A dedicated circuit that connects PBXs to each other or lo music on hold
(MOID svstems,
—• CO trunk: A direct connection between a local central office (CO) and a PBX. The
connection mav be digital or analog.
Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 ©2010 Cisco Systems, Inc.
Analog Circuits
Ibis figure describes the different analog circuits that can be used with Cisco routers.
Analog Circuits
FXS ports are used to:

• Connect analog phones or fax devices
• Provide power, call progress tones, and dial tones
• Emulatethe CO switchtotheattached devices
FXO ports are used to:

• Connect to office equipment
• Make and receive calls from the PSTN
E&M ports are used to:

• Connect to external MOH sources
• Create tie-lnes to PBX systems
Analog voice port interfaces connect routers inpacket-based networks to two- orfour-wire
analog circuits in telephony networks. Two-wire circuits connect to analog telephone or fax
devices, and four-wire circuits connect to PBXs. Connections to the public switched telephone
network (PSTN) CO aretypically made with digital interfaces, 'fherearethree types of analog
voice interfaces that Cisco gateways support:
• Foreign Exchange Station (FXS) interfaces: An FXS interface connects the router or
access server to end-user equipment suchas telephones, fax machines, or modems. The
FXS interface supplies ring, voltage, anddial toneto the station and includes an RJ-I t
connector for basic telephone equipment or PBXs.
• Foreign Exchange Office(FXO) interfaces: An FXO interface is used for trunk
connections to a PSTN CO or to a PBXthat does not supportor need digital signaling. A
standard RJ-11 modular telephone cable connects the FXO voice interface cardto the
PSTN or PBX through a telephone wall outlet.
• Ear and mouth (E&M) interfaces: Trunk circuitsconnecttelephone switchesto one
another: they do not connect end-user equipment to the network. The mostcommon form
of analog trunk circuit is the E&M interface, which uses special signaling paths that are
separate from thetrunk audio pathto convey information aboutthe calls.
>2010 Cisco Systems, Inc Overview of Cisco Unfiled Communications Solutions

Digital Circuits
This figure describes the different digital circuits that can be used with Cisco routers.
Diqita! Circuits
For enterprise networks, digital circuits are typically-

used to connect to the PSTN:
* Bearer channels are used for the transport of data or voice;
data channels are used for signaling information.
* Digital circuits are used to conned to the PSTN or for trunks
toother PBXs.
* Time division multiplexing is used on digital circuits.

- Signaling is Channel Associated Signaling (CAS) or Common
Channel Signaling (CCS).
T1, El.orBRI
PSTN
Digital voice ports are used in traditional PBX deployments and packet voice networks, mainly
to connect to thedigital, circuit-switched telephone network, or to traditional PBXs. Thedigital
voice port interfaces that connect the router or access server to Tl, FT, or ISDN BRI lines pass
voice data and signaling between the packet network and the circuit-switched network.
There are three tvpes of digital voice circuits that aresupported on Cisco voice gateways as
follows:
• Tl: Usestime-division multiplexing (TDM) to transmit digital data using channel

associated signaling (CAS) or common channel signaling (CCS).
• F.I: Uses I DM to transmit digital data over 30 voice channels using CAS or CCS.
• BRI: Commonlv used in hurope for smaller branch offices lo provide digital connections
to the CO switch with two bearer (B) channels and one data (D) channel, using CCS.
1-40 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.
Overview of Converged Voice Networks
This topic describes the different components in aconverged voice network.
Converged Voice Networks

HQ Branch
Cisco Unified IP
Communicator
^/^;isco Unified
Communications
WAN
Manager Express
Cisco Unified
Communications
Manager
The figure presents the basic components ofaconverged voice network, which are:
• Endpoints: IP phones. Cisco Unified Personal Communicator, and Cisco Unified IP
Communicator are IP endpoints for voice communication.
• Gateway: The gateway provides translation between different VoIP networks orVoIP and
non-VoIP networks such as the PSTN. Gateways alsoprovide physical access for local
analog and digital voice devices such astelephones, fax machines, and PBXs.
• Cisco Inified Communications Manager and Cisco Unified Communications
Manager Express: These call processing units provide endpoint registration, call control,
and signaling.
• Cisco Unity Connection: Provides voice-mail functionality and integration with other
application serverslike MicrosoftExchange.
• Cisco Inified Presence: Enables presence awareness and instantmessaging.
Other components, such as software voice applications, interactive voice response (IVR)
systems, third-party phones, and softphones provide additional services to meet the needs ofan
enterprise site.
i 2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions

VoIP Provider Connect
This figure describes the connection to a VoIP provider.
VoIP Provider Connect
A Cisco Unified Border Element interconnects VoIP

networks, for example to a VoIP Service Provider:
Connects different
VoIP Networks
IP Network IP Network
Cisco Unified Border

Elemenl
• A Cisco Unified Border Element is implemented on Cisco IOS gateways

• Demarcation point for billing, security. NAT, etc
• Supports media flow-through (default) and media flow-around
• Provides codec negotiation and video integration
A lelco prov ider can connect the enterprise to the PSTN with VoIP trunks. VoIP trunks areeasy
to configure. Whencomparing VoIP trunks with traditional trunks, such as a digital Tl or Tl
circuit, the following characteristics can be outlined:
• Cost savings areone of the biggest benefits of VoIP trunks because thecostper line is
typically lesswith VoIP trunks than with traditional circuits. VoIP trunks typically also
have lower rates for long distance.
• VoIP trunks can use the bandw idth that is guaranteed to the voice traffic for data when
voice is not utilizing the bandwidth. This procedure requires properimplementation of
quality of service (QoS).
• Internet telephony service provider (fl'SP) trunks are usually Session Initiation Protocol
(SIP) based, although the ITSP can use 11.323.
Cisco Unified Border Element is a demarcation point. Cisco IInified Border Flement provides
call routing, signaling, andcall control capabilities between two VoIP networks. Forexample,
it prov ides thesecapabilities between an enterprise and a VoIP providernetwork or
interconnects two enterprise networks.
Cisco Unified Border Flementterminates and reoriginates both signaling (11.323 and SIP) and
media streams Real-Time Transport Protocol (RTP) and Real-Time Transport Control Protocol
(RTCP) while performing border interconnection services between IP networks. Cisco Unified
BorderFlementwas formerly known as Cisco Multiservice IP-to-lP Gateway. Cisco Unified
Border Flement. in addition to other Cisco IOS Software features, includes Session Border
Controller (SBC) functions that help enable end-to-end IP-based transport of voice, video, and
data between independent unified communications networks.
Cisco Unified Border Flementcan process calls that arc controlled by SIP or 11.323. This
processing also includes the ability lo interconnect VoIPnetworks using differentsignaling
protocols as follows:
1-42 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
• 11.323-to-SlP interworking
• H.323-to-H.323 interworking
• SIP-to-SIP interworking
Cisco Unified Border Element also provides these features:

• Media interworking like dual tone multifrequency (DTMF). fax. modem, and codec
transcoding
• Address and port translations (privacy and topology hiding)
• Billing and Call Detail Records (CDRs) normalization
• QoS and bandwidth management like marking, using differentiated services code point
(DSCP) or type of service (ToS), and bandwidth enforcement using Resource Reservation
Protocol (RSVP) and codec filtering
i2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions 1-43
VoIP Protocols
This table describes the different VoIP protocols (hat are used in aconverged network.
VoIP Protocols
intraditional networks, different signaling protocols exist for

device control in an IP-based network:
H.323 ITU standard protocol for interactive conferencing;

evolved from H.320 ISDN standard; decentralized diatplan
SIP
IETF protocol for nteractive and non interactive
conferencing;decentralized dalplan
MGCP IETFstandard for PSTN gateway control; centralized

dialplan
SCCP
Cisco proprietary protocol used between Unified CM and
IP phones or to control FXS ports
VoIP uses several control signaling protocols and call signaling protocols:
• H.323: 11.323 is a standard that specifies the components, protocols, and procedures that
prov ide multimedia communication services—real-time audio, video, and data
communications—over packet networks, including IP networks. H.323 is part ofa family
of ITU-1 recommendations that arccalled 11.32\ that provides multimedia communication
services o\ er various networks. It is actually an umbrella of standards (bat define all
aspects of synchronized voice, video, and data transmission. It also definesend-to-end call
signaling. With H.323. gateways can be used for digit translation ormanipulation and are
able toroute calls on specific rules. The use ofgateways for digit translation and
manipulation is called adecentralized dial plan. For example, an H.323 gateway in a
different country can have other digit manipulation rules to match national dial plan
requirements.
• SIP: SIP is a detailed protocol that specifics the commands and responses to set up and tear
down calls. SIP also provides features such as security. SIP and its partner protocols.
Session Announcement Protocol (SAP) and Session Description Protocol (SDP). provide
announcements and information about multicast sessions to users on a network. SIP defines
end-to-end call signaling between devices. SIP is atext-based protocol that borrows many
elements of HIIP. using the same transaction request and response model and similar
header and response codes. It also adopts amodified form ofthe UR1. addressing scheme
that is used within email, which is based on Simple Mail Transfer Protocol (SMTP). SIP is
alsoused to prov idedecentralized dial plan features.
1-44 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O '2010 Cisco Systems, Inc
Media Gateway Control Protocol (MGCP): MGCP is amethod for PSTN gateway
control or thin dev ice control. Specified in RFC 2705. MGCP defines aprotocol that
controls VoIP gateways that are connected to external call control devices, which are
referred to as call agents. MGCP provides the signaling capability for less expensive edge
devices, such as gateways, which may not have acomplete voice-signaling protocol such as
H.323 implemented. For example, any time an event such as off hook occurs at the voice
port of agatewav. the voice port reports that event to the call agent. The call agent then
signals that device to provide aservice, such as dial-tone signaling, With MGCP, all call
routing decisions are made by the central call processing unit, for example, the Cisco
Unified Communications Manager. This process allows centralized management ofcall
rules and digit manipulation toprovide a central dial plan.
Skinnv Client Control Protocol (SCCP): SCCP isa Cisco proprietary protocol that isused
between Cisco Unified Communications Manager and Cisco VoIP phones. The end stations
(telephones) that use SCCP are called skinny clients, which consume less processing
overhead. SCCP can also be used tocontrol FXS ports in a router loprovide supplementary
features.
)2010 Cisco Systems. Inc. Overview ofCisco Unified Communications Solutions 1-45
Digital Signal Processors
This figure describes the function ofdigital signal processors (DSPs
Digital Signaling Processors
The DSP chip performs sampling, quantization, encoding, and

optional compression.
DSPsare used in both directions to convert from a traditional analog
or digital voice signal to VoIP, and vice versa
The numberof simultaneous calls that a chip can process depends
on the type of DSP and the codecs that are being used.
DSPs
Analog or Digital IP Packets

PSTN IP
DSP chip, for example

PVOM2orPVDM3
A DSP isa specialized microprocessor that isdesigned specifically for digital signal
processing, DSPs enable Cisco platforms to efficiently process digital voice traffic. DSPs on a
routerprov ide stream-to-packet signal processing functionality that includes voice
compression, echocancellation, and tone- and voice-activity defection. With the Packet Voice
DSP Module 3 (PVDM3) modules. Cisco offers multiple power-saving modes, including a
power-saver mode when the module is not in use. In power-saver mode, each PVDM3 can save
up to 5 watts of power.
Note PVDM3 modules are not supported ontheexisting Cisco 2800 and 3800 Series Integrated
Services Routers.
The four major functions of DSPs in a voice gateway are as follows:

• Transcoding: The direct digital-to-digital conversion from one codec lo another.
Transcoding compresses anddecompresses voice streams to match endpoint device
capabilities. Transcoding is required when an incoming voice stream is digitized and
compressed (witha codec) to save bandwidth. But the local device does not supportthat
type of compression. Ideally, all IP telephony devices wouldsupportthe same codecs, but
this is not the case. Rather, different devices support different codecs. Transcoding is
processed by DSPson the DSP farm: sessionsare initiated and managed by Cisco Unified
Communications Manager. Cisco Unified Communications Manager alsorefers to
transcoders as hardware MediaTermination Points(MTPs). If an application or servicecan
process only one specific codec type, which is usually G.711, a G.729 call from a remote
site must be transcoded to G.71 1.This transcoding can only be done using DSPresources.
Because applications and sen ices are often hosted at main sites. DSPtranscoding resources
are most common in central sites.
1-46 Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Voice termination: Applies to acall that has two call legs, one leg on atime-division
multiplexing (TDM) interface and the second leg on aVoIP connection, fhe IDM leg
must be terminated bv hardware that performs coding, decoding, and packctization ol the
stream DSPs perform this termination function. ADSP also provides echo cancellation,
voice activity detection (VAD). and jitter management at the same time that it performs
voice termination.
-Vudio conferencing: In atraditional circuit-switched voice network, all voice traffic goes
through acentral device (such as aPBX system), which provides audio conferencing
services as well Because IP phones transmit voice traffic directly between phones, a
network-based conference bridge is required to facilitate multiparty conferences. A
conference bridge is aresource that joins multiple participants into asingle call. It can ^
accept any number ofconnections for agiven conference, up to the maximum number of
streams that are allowed for a single conference on that device. There is a one-to-one
correspondence between media streams that are connected lo aconference and participants
that are connected to the conference. The conference bridge mixes the streams together and
creates aunique output stream for each connected party. The output stream lor agiven
partv is the composite of the streams from all connected parties minus their own input
stream. Hardware conference bridges are used in two environments. They can be used to
increase the conferencing capacity in acentral site without putting an additional load on
Cisco Unified Communications Manager servers, which can host software-based
conference bridges. More important, hardware conference bridges are also used in remote
sites. Ifno remote-site conference resources are deployed, every conference will be routed
tocentral resources, which sometimes results inexcessive WAN usage.
MTP: An entitv that accepts two full-duplex voice streams using the same codec. It bridges
the media streams together and allows them to be set up and torn down independently. The
streaming data that is received from the input stream on one connection is passed to the
output stream on the other connection, and vice versa. In addition, the MTP can be used to
transcode a-law to mu-law and vice versa, oritcan be used to bridge two connections that
utilize different packctization periods (different packet sizes). MTPs are also used to
provide further processing ofacall, for example. DTMF conversion. There are several
methods for sending DTMF over IP. Two communicating endpoints might not support the
same DTMF format. In these cases, an MTP in the media path can convert DTMF signals
from the format ofone endpoint tothe format ofthe other endpoint.
.2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-17
Voice Codecs
This figure describes the different standardized codecs in aconverged network.
Voice Codecs
The most common codecs used by Cisco products are:

G.711 G.722 1BC iSAC G.729
Bandwidth
64 64 13.3 10-32
•without ktVs kb/s kb/s kb/s kb/s
overiead
• G 711 is used in LANs and G.729 on WAN connections

G 722offers wideband voice with low DSP processing requirements
iLBC isoptimized for WAN and Internet audio streams (packet loss).
iSAC is a wideband codec with high audio quality thatis supported
with Cisco Unified IP Phone 8900 and 9900 Series and Cisco Unified
CSF clients.
G 729 can be implementedwith VAD* and CNG"as G.729Annex B.
"VAD- Voice Activity Detection

-CNG = Comfort Noise Generation
Acodec is asoftware algorithm that compresses and decompresses speech or audio signals,
fhere are many standardized codecs that arc used in VoIP networks.
G.711 is an ITU-T standard that uses pulse code modulation (PCM) to encode analog signals
into a digital representation by regularly sampling the magnitude ofthe signal at uniform
intervals, and then quantizing it into a series ofsymbols in adigital (usual! vbinary) code. The
voice samples created by the PCM process generate 64 kb/s ofdata. This data is carried across
a network for a G.71 1 call.
G.722 is a I'll'-T standard wideband speech codec operating at48. 56. and 64 kb/s. G.722 is
typically used in LAN deployments, where the required bandwidth is not prohibitive, and offers
a significant improvement in audio quality over older narrowband codecs such asG.711.
without causing an excessive increase in implementation complexity. Cisco Unified
Communicalions Manager calculates G.722 with 64 kb/s.
Internet Low Bitratc Codec (iLBC) is a speech codec that is suitable for robust voice
communication over IP. The codec is designed for narrowband speech and results in apavload
bit rate of 13.3 kb/s. The CPU load is like die CI729A. with higher quality and better response
to packet loss. Ifthere are lost frames. iLBC processes voice quality issues through graceful
speech quality degradation. Iost frames often occur with lost or delayed IP packets. Ordinary
low-bit-rate codecs exploit dependencies between speech frames, which unfortunately results in
error propagation when packets are lost ordelayed. In contrast. iLBC-encoded speech frame;,
are independent and so this problem will not occur.
Internet Speech Audio Codec (iSAC) is awideband speech codec that is robust to packet jitter
(delay variation) and packet loss, fhe complexity iscomparable to G.722 at lower bit rales.
iSAC has an adaptive and variable bit rate (10 to32 kb/s). Cisco Unified Communications
Manager calculates iSAC with 32 kb/s.
Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010Cisco Systems. Inc.
G.729 is the compression algorithm that Cisco uses for high-quality 8-kb/s voice. G.729 is a
high-complexity, processor-intensive compression algorithm that monopolizes processing
resources.
Although G.729A is also an 8-kb/s compression algorithm, it is not as processor-intensive as

G.729. G.729A is amedium-complexity variant of(i.729 with slightly lower voice quality and
is more susceptible to network irregularities such as delay, variation, and "tandeming."
Tandeming causes distortion that occurs when speech is coded, decoded, then coded and
decoded again, much like the distortion that occurs when avideotape is repeatedly copied.
fhe Annex Bvariant ofG.729 is also a high-complexity algorithm that adds VAD and comfort
noise generation (CNG) to the codec. VAD detects silence that occurs in typical conversations.
This silence is present when one end is talking and the other is listening. The listening end can
have the RTP stream that is going toward the talker temporarily suppressed. The benefit ofthis
suppression is an approximate 35 percent savings in bandwidth. The RTP stream is reactivated
upon the detection of sound on the listening end, which can cause clipping of the first syllable
when the RTP stream restarts. With traditional voice circuits, users are used to hearing white
noise. When users switch todigital circuits, the lack ofwhite noise can bemistaken for a
disconnection. CNG inserts white noise into the line loaccommodate users who are changing
from traditional voice circuits.
G.729AB is a medium-complexity variant ofG.729B with slightly lower voice quality.
)2010 Cisco Systems, Inc Overview ofCisco Unified Communications Solutions 1-49
RTP and RTCP
This figure describes the difTcrent protocols for transporting voice and video traffic over an 1P-
hascd network.
RTP and RTCP
RTP provides end-to-end delivery sen/ices for delay-sensitive

data, such as voice and video.
Randomly picks even ports from UDP port range 16384 lo
32767.
RTCP provides out-of-band statistics and control information.

The data flow is paired with the RTP stream and uses the
same port as the RTP stream plus 1.
Secure RTP (SRTP) encrypts the voice stream.
Layer 2 IP UDP RTP Voice

Header Header Header Header • 'ayloa J
RTP prov ides end-to-end network transport functions that are intended for applications
transmitting real-time requirements, such as audio and video. Those functions include payload-
typc identification, sequence numbering, time stamping, and delivery monitoring. RTP
typically runs in addition to User Datagram Protocol (UDP) so that itcan use the multiplexing
and checksum sen ices of that protocol. RIP does not have a standard TCP or UDP port on
which it communicates. The only standard that it obeys is that UDP communications arc done
using an even port, and the next higher odd port is used for RTCP communications. Although
there arc no standards that are assigned. RTP isgenerally configured to use ports 16384 to
32767.
RIP is frequently used with Real Time Streaming Protocol (RTSP) in streaming media
systems. RTP is also used with H.323 or SIP in videoconferencing and push-to-talk systems,
this wide applicability makes RTP an essential part ofa VoIP technical foundation. RTP goes
along with RTCP. and it is built in addition to UDP. Applications that use RTP arc less
sensitive to packet loss butare typically very sensitive to delays, so UDP is a better choice than
TCP for such applications.
RTP is a critical component of VoIP because it enables the destination device to reorder and
retime the voice packets before they are playedout lo the user. An RTP headercontains a time
stamp and sequence number, which allows the receiving device lo buffer and to remove jitter
and latency by sv nchronizing the packets to play back a continuous stream of sound. RTP uses
sequence numbers to orderthe packets only. RTP doesnot request retransmission if a packet is
lost.
1-50 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc.
RTCP provides amechanism for hosts that arc involved in an RTP session to exchange
information about monitoring and controlling the session. RTCP monitors the quality ol
Zents such as packet count, packet loss, delay, and jitter. RTCP transmits packets as a
percentage ofsession bandwidth, but at aspecific rate of al least every 5seconds.
SR rP encrypts the RTP data in both unicast and multicast applications. SRTP uses Advanced
Encryption Standard (AES). for audio stream encryption.
.2010 Cisco Systems, Inc Overview of Cisco Unified Communions Solutions 1-51
Overview of Packet-Oriented Networks
This topic describes the advantages ofa packet-oriented network.
Packet Requirements
Diliereni data has different requirements. Voice traffic usually generates a smooth demand on
bandwidth and has minimal impact on other traffic as long as the voice traffic is managed
While voice packets are typically small (60 to 200 bytes), they cannot tolerate delay or drops.
1he result ofdelays and drops are poor, and often unacceptable, voice quality,
fhe QoS requirements for data traffic vary greatly. Different applications may make very
different demands on the network—for example, a human resources application versus an
automated teller machine application. Even dilfercnl versions ofthe same application mav have
varying network traffic characteristics.
While data traffic can demonstrate cither smooth or bursty characteristics depending upon the
application, data traffic differs from voice and video in terms ofdelay and drop sensitivity.
Almost all data applications can tolerate some delay and generally can tolerate high drop'ratcs.
Because data traffic can tolerate drops, the retransmit capabilities of TCP become important. As
a result, many data applications use TCP.
In enterprise networks, important (business-critical) applications are usually casv lo identifv.
Most applications can be identified based on TCP or UDP pott numbers. Some applications use
dynamic port numbers that, to some extent, make classifications more diflicull. Cisco IOS
Software supports Network-Based Application Recognition (NBAR). which can be used to
recognize dynamic port applications.
Videoconferencing applications also have stringent QoS requirements very like the
requirements for voice. Hut videoconferencing traffic is often bursty and greedy in nature and.
asa result, can impact other traffic. Therefore, it isimportant lounderstand the
videoconferencing requirements for anetwork and to provision carefully for those
requirements.
1-52 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc
Advantages and Drawbacks of Packet-Oriented Networks
fhere are several advantages and drawbacks that are presented in packet-oriented networks.
Advantages and Drawbacks of Packet-

Oriented Networks
Merging different traffic streams to a single network can

lead to a number of service-quality issues:
• Lack ofbandwidth: Multiple, simultaneousflows compete fora
limited amount of bandwidth.
• Delay issues: End-to-end delay occurs when packets must
traverse manynetwork devices and linksthat add up to the
overall delay.
• Jitter: The variability oftime that packets need through the
network is called "jitter," which occurs as a result ofdifferent
network load or paths.
• Packet loss: Packets might be dropped when a link is congested.
The four biggest problems facing converged enterprise networks are asfollows:
• Lack of bandwidth: Merging different traffic streams to an IP-based network can lead to
bandwidth capacity problems—for example, large graphics files or multimedia users.
Increased use of voice and video endpoints canalso cause bandwidth capacity problems
over data networks.
• Delay issues: Delay isthe time that ittakes for a packet toreach the receiving endpoint
after being transmitted from the sending endpoint. This time iscalled the "end-to-end
delay." and consists of two components:
— Fixed networkdelay: Two types of fixed delays areserialization and propagation
delays. Serialization isthe process of placing bits onthe circuit. The higher the
circuit speed, the less time it takes to place the bits onthe circuit. Therefore, the
higher the speed of the link, the less serialization delay isincurred. Propagation
delay is the time that il lakes for frames to transit the physical media.
— Variable network delay: Processing delay is a type of variabledelay, and is the
time required for a networking device to look uptheroute, change the header, and
complete other switching tasks. Insome cases, thepacket must also be
manipulated—for example, when the encapsulation type or the hop count must be
changed. Each of these steps can contribute to theprocessing delay.
• Jitter: Jitter is the della. or difference, in the total end-to-end delay values of two voice
packets inthe voice flow. Jitter occurs asa result ofdifTcrent network paths ordifferent
network load.
• Packet loss: Loss of packets is usually caused by congestion in the WAN, resulting in
speech dropouts ora stutter effect if the playout side tries to accommodate by repeating
previous packets.
i 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions

Quality of Service Recommendations
This figure describes the different QoS recommendations for voice and video traffic.
QoS Recommendations
Voice and video traffic has extremely strict QoS requirements:
QoS issues i Recommendation
Latency < 150 ms
Jitter <30ms
Loss <1 %
Bandwidth requirements for voice and video depend on the

codec and overhead.
Video streams need an additional 20 percent bandwidth.
Voiceand video packets can tolerate no more than a 150-ms delay (G.114 one-way
requirement) and less than one percentpacket loss. Jitter delay should not exceed 30 ins.
Depending on the codec and Layer 2 protocol, a typical voice call will require 17 to 106 kb/sof
guaranteed priority bandwidth plus an additional 150 b/s per call for voice-control traffic.
Multiplying these bandwidth requirements limes the maximum number of calls dial are
expected during the busiest time period will provide an indication of the overall bandwidth that
is required for voice traffic.
The minimum bandwidth for a videoconferencing stream would require the actual bandwidth of
the stream (dependent upon the type of videoconferencing codec being used) plus some
overhead. Torexample, a 384-kb/s video stream would actually require a total of 460 kb/s of
priority bandwidth,
Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc
Link Fragmentation and Interleaving
This figure describes the link fragmentation and interleaving mechanism.
Link Fragmentation and Interleaving
• 1500 bytes need 214 mstobetransmitted ona 56 kb/s link.

• Frames are fragmented into smaller packets.
• Fragmented packets are interleaved to minimize the delay.
• Used for Multilink PPP or Frame Relay.
* Traffic increases due to more frame overhead.
Frame Relay
m
Data lO
FRF. 12
Link fragmentation and interleaving (LFI) are a Layer 2 techniques inwhich large frames are
broken into smaller, equally sized fragments, and transmitted over the link inan interleaved
fashion with more latency-sensitive traffic flows (like VoIP). Using LFI, smaller frames are
prioritized, and a mixture offragments is sent over the link. LFI reduces the queuing delay of
small frames because the frames are sent almost immediately. Link fragmentation, therefore,
reduces delay and jitter by expediting the transfer ofsmaller frames through the hardware
transmit (Tx) queue. The LFI methods available include Multilink PPP (MLP), Frame Relay
Fragmentation Implementation Agreement (FRF.12), and FRF.I I Annex C.
Note LFI is not a technique to save bandwidth. Every newsmaller, equally sized fragment has its
own new header, which increases the overall required bandwidth.
) 2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions 1-55
Compression Methods
I'his figure describes the different compression methods.
Compression Methods
Header Compression
Used to compress RTP headers for efficient real-time transport of data.
Performed on a link-by-link basis
Reduces size of voice packet headers from40 bytes to 2 or 4 bytes
(CRC)
G 729 calls over Frame Relay can be reduced from 28 kb/s to 14 kb/s
Payload Compression
CPU-intensive task that may add per-packet delay.
Advantage depends on the complexity of the payload compression
algorithm.
RI P includes a data portion anda header portion. The dataportion of RTP is a thin protocol
that provides support for the real-time properties of applications, such as continuous media,
including timing reconstruction, loss detection, andcontent identification. The header portion
of RTP is considerably largerthan the data portion.The headerportion consists of an IP
segment, a UDP segment, and an RTP segment. Given the size of the IP/UDP/RTP segment
combinations, it is inefficient to send the IP/UDP/RTP headerwithoutcompressing it.
The minimum 20 bytes of the IP segment that is combined with the 8 bytes of the UDP
segment and the 12 bytes of the RTP segment, create a 40-byte IP/UDP/RTP header. The RTP
packet has a pav load of approximately 20 to 160bytes for audioapplications that use
compressed pay loads.
The RTP header compression feature compresses the IP/UDP/RTP header in an RTP dala
packet from 40 bytes to approximately 2 to 4 bytes.
RTPheadercompression accomplishes major gains in terms of packetcompression because
although several fields in the header change in every packet, the difference in header fields (for
example, the Sequence Number) during an RTP stream from packet to packetis often the same
and predictable. Therefore, the second-order differenee is zero. The decompressor can
reconstruct the original header without any loss of information.
RIP header compression also reduces overhead for multimedia RTP traffic. The reduction in
overhead results in a corresponding reduction in delay. RTP header compression is especially
beneficial when the RIP pay load si/c is small, for example, for compressed audio payloads of
20to50bvtes.
1-56 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ) 2010 Cisco Systems, Inc.
RTP header compression can be used for media-on-demand and interactive services such as
Internet telcphonv. RTP header compression provides support for real-time conferencing ol
groups of anv si/'c within the Internet. This support includes source identification support lor
gatevvav ssuch as audio and video bridges, and support for multicast-to-un,cast translators. RI P
header compression can benefit both telephony voice and multicast backbone applications
runningover slow links.
Usin* RTP header compression on any high-speed interfaces—that is. anything over Tl
speed—is not recommended. Any bandwidth savings that is achieved with RTP header
compression may be offset by an increase in CPU utilization on the router.
Laver 2pavload compression is aCPU-intensive task and can add per-packet compression
delav due to the application of the compression method to each frame. The serialization delay,
however, is reduced because the resulting frame is smaller. Serialization delay is the fixed
delav that is required to clock the frame onto the network interface. Depending on the
complexity of the Layer 2payload compression algorithm, overall latency might be reduced,
especially on low-speed links.
Cisco routers support hardware-assisted compression to reduce the CPU load and the Layer 2
payload compression delay.
)2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-57
Quality of Service Models
This figure describes the different quality ofservice models.
Quality of Service Models
There are three different models for deploying QoS in a

network:
• Best-effort model
No QoS applied to packets
Default model for all traffic
* Integrated Services model (IntServ)
Offers absolute QoS guarantees by explicitly reservinq
bandwidth
Uses RSVP to reserve network resources
* Differentiated services model (DiffServ)
Allows classification of network traffic
QoS policy enforces differentiated treatmentof traffic classes
Many levels of qualitypossible
Commonly used in enterprise networks
There are three different models av ailable for deploying QoS in a packet-oriented network:
• Best-effort: With the best-effort model. QoS is not applied to packets. Ifit is not important
when orhow packets arrive, the best-effort model isappropriate. Best-effort isthe default
for all router models if no QoS is deployed.
• Integrated Services (IntServ): IntServ can provide very high QoS to IP packets.
Essentially, applications signal to the network that they will require special QoS for that
time and that bandw idth is reserved. With IntServ. packet delivery is guaranteed. Ilowever.
the use ofIntServ can severely limit the scalability ofanetwork. IntServ is amultiple-
service model that can accommodate multiple QoS requirements. IntServ inherits the
connection-oriented approach from telephony network design. Hvery individual
communication must explicitly specify its traffic descriptor and requested resources tothe
network. Ihe edge router performs admission control loensure that available resources are
sufficient in the network. Tiie IntServ standard assumes that routers along apath set and
maintain the state for each individual communication.
fhe role of RSVP inthe Cisco QoS architecture islo provide resource admission control
lor VoIP networks. Ifresources are available. RSVP accepts a reservation and installs a
traffic classifier in the QoS forwarding path. The traffic classifier tells the QoS forwarding
path how to classify packets from a particular flow and what forwarding treatment to
prov ide.
In the IntServ model, the application requests a specific kind ofservice from the network
before sending data. The application informs the network ofits traffic profile and requests a
particular kind ofsenice that can satisfy its bandwidth and delay requirements. The
application isexpected to send data only after it gets a confirmation from the network. The
application is also expected to send data that lies within its described traffic profile.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010Cisco Systems. Inc.
Differentiated services (DiflServ): DiffServ provides the greatest scalability and
flexibility in implementing QoS in anetwork. Network devices recognize traffic classes
and provide different levels of QoS to different traffic classes. DilTServ was designed to
overcome the limitations ofboth the best-effort and IntServ models. DilTServ can provide
an "almost guaranteed" QoS. while being cost-effective and scalable still.
DiffServ is like aconcept known as "soft QoS.'" With soft QoS. QoS mechanisms arc used
without prior signaling. In addition. QoS characteristics (bandwidth and delay, for
example), arc managed on ahop-by-hop basis by policies that are established
independently at each intermediate device in the network. The soft QoS approach is not
considered an end-to-end QoS strategy because end-to-end guarantees cannot be enforced.
However, soft QoS is amore scalable approach toimplementing QoS than hard QoS. Many
(hundreds or potentially thousands) ofapplications can be mapped into a small set of
classes within which similar sets ofQoS behaviors are implemented. Although QoS
mechanisms in this approach are enforced and applied on ahop-by-hop basis, uniformly
apply ing global meaning to each traffic class provides both flexibility and scalability.
With DiffServ. network traffic is divided intoclasses that arebased on business
requirements. Each ofthe classes can then be assigned adifferent level ofservice. As the
packets traverse anetwork, each ofthe network devices identifies the packet class and
provides service to the packet according to that class. Many levels ofservice can be chosen
with DiffServ. For example, voice traffic from IP phones is usually given preferential
treatment over all other application traffic. Email is generally given best-effort service.
Nonbusiness traffic can either be given very poor service or blocked entirely.
12010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-59
Quality of Service Mechanisms
This figure describes the different quality of service mechanisms.
Quality of Service Mechanisms
• Classification Each class-oriented QoS mechanism must

support some type of classification, for example DSCP.
* Markrno Used to mark packets based on classification,
metering, or both.
• Congestion management' Each interface must have a
queuing mechanismto prioritize transmission of packets.
• Congestion avoidance Used to drop packets early to avoid
congestion later in the network.
* Pohong and shaping1 Used to enforce a rate limit based on
the metering. Excess traffic is either dropped, marked, or
delayed.
* Link efficiency Used to improve bandwidth efficiency through
compression, link fragmentation, and interleaving.
The main categories of toolsthat are used to implement QoS in a network are as follows:
• Classification and marking: This mechanism involves identifying and splitting of traffic
into different classes and the marking ofirafllc according lobehavior and business policies.
Classification can be done using existing and trusted differentiated services code point
(DSCP) values on the incoming interface or it can be identified with Network-Rased
Application Recognition (NBAR).
• Congestion management: This mechanism involves the prioritization, protection, and
isolation of traffic that is based on markings. Congestion management can beperformed
with weighted round robin (WRR) and modified deficit round robin (MDRK).
• Congestion avoidance: This mechanism discards specific packets thai are based on
markings to avoid network congestion. Common techniques arcrandom early detection
(RED) and weighted random early detection (WRI-D).
• Policing and shaping: These aretraffic conditioning mechanisms that police traffic by
dropping noncompliant traffic to maintain network integrity. These mechanisms also shape
traffic to control bursts by queuing traffic.
• Link efficiency: One type of linkefficiency technology is packet header compression,
which improves the bandwidth efficiency of a link. Another technology is LFI. which can
decrease thejitter of voice transmission by reducing voice packetdelay.
1-60 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc.
Applying Quality of Service to Input and Output Interfaces
This figure describes how quality of service is applied in apacket-oriented network on input
and output interfaces.
Applying Quality ofService to Input and

Output Interfaces
(Always)
(As close to the Marking Marking

source as possible)
(High-speed to low-
Congestion speed links or
Avoidance aggregation points)
Shaping
» (Goingto lower-speed
Policing links or from points of
(Coming from a
aggregation)
higher-speed link or
aggregation) Compression
Fragmentation (Low-speed
and interleaving WAN links)
In aQoS-enabled network, classification is performed on every input interface. Marking should

be performed as close to the network edge as possible—in the originating network device, if
possible. Devices farther from the edge of the network, such as routers and switches, can be
configured to trust or not trust the markings that are made by devices on the edge of the
network. An IP phone, for example, will not trust the markings ofan attached PC, while a
switch will generally be configured to trust the markings ofan attached IP phone.
Itmakes sense touse congestion management, congestion avoidance, and traffic-shaping
mechanisms on output interfaces. These mechanisms help maintain smooth operation oflinks
by controlling how much and which type oftraffic is allowed on alink. On some router and
sv'vitch platforms, congestion management mechanisms, such as weighted round robin (WRR).
can be appliedon the input interface.
Congestion avoidance is typically employed on an output interface wherever there is achance
that ahigh-speed link or aggregation oflinks feeds into aslower link, for example, a LAN
feeding into a WAN.
Policing and shaping are typically employed on output interfaces to control the flow of traffic
from ahigh-speed link to lower-speed links. Policing is also employed on input interfaces to
control the flow into a network device from a high-speed link by dropping excess low-priority
packets.
Both compression and LFI are typically used on slower-speed WAN links between sites lo
improve bandwidth efficiency.
) 2010 Cisco Systems. Inc.

Overviewof Cisco Unified Communications Solutions 1-61
Queuing Algorithms
This figure describes the different queuing algorithms.
Queuing Algorithm:
• FIFO
Firstpacket in is first packet out; onlyone queue

• Priority queuing (PQ)
Empty queue 1, if queue 1 is empty, then dispatchpackets from
queue 2, and so on
• Weightedfairqueuing (WFQ)
Flow-based algonthm that simultaneouslyschedules interactive traffic
to the front of a queue
* Class-based weighted fairqueuing (CBWFQ)
• Extends WFQ functionalityto provide support for user-defined traffic
classes
• Low-latency queuing (LLQ)

Bringsstrict PQ to CBWFQ;allows delay-sensitive data like voice to
be dequeued and transmitted before packets inotherqueues are
dequeued
Queuing algorithms are the following:

• FIFO: FIFO is the simplest queuing algorithm. Packets are placed into a single queue and
serv iced in the order they were received. All individual queues are, in fact. FIFO queues.
Other queuing methods rely upon FIFO asthe congestion management mechanism for
single queues, while using multiple queues to perform more advanced functions such as
prioritization.
• Priority queuing (PQ): 'I he PQ algorithm is also quite simple, liach packet is assigned a
priority and placed into a hierarchy ofqueues that are based on the assigned priority. When
there are no more packets in the highest queue, the next lower queue isserviced. Packets
are then dispatched from the next-highest queue until either the queue is empty oranother
packet arrives for a higher PQ.
Packets will be dispatched from a lower queue only vvhen all higher-priority queues are
empty. Ifa packet arrives for a higher queue, the packet from the higher queue is
dispatched before any packets in lower-level queues.
The problem with PQ is that packets waiting in the lower-priority queues may never be
dispatched ifa steady stream ofpackets continues loarrive for a queue with a higher
priority.
• Weighted fair queuing (WFQ): WFQ is a flow-based algorithm that simultaneously

schedules interactive traffic to the from ofa queue to reduce response time and shares the
remaining bandwidth among high-bandwidth flows in a fair manner. Classification
identifies a flow and assigns a queueto the flow.
1-62 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8 0 ©2010Cisco Systems, Inc.
Weight is used for scheduling lo give proportionately more bandwidth to Hows with a
higher priority. The tail-dropping scheme is improved so that it drops packets of he most
aggressiv eflows. WFQ uses afixed number of queues. The hash function is used to assign
aqueue to aflow. There are eight additional queues for system packets and optional* up to
1000 queues for RSVP flows. The number ofdynamic queues that are used by WFQ-is by
default based on the interface bandwidth. Using the default interface bandwidth. WFQ uses
256 dynamic queues. The number ofqueues can be configured in the range between 16 and
4096 (the number must bea power of2).
Class-based weighted fair queuing (CBWFQ): CBWFQ extends ê standard WFQ
functionality to provide support for user-defined traffic classes. With CBWPQ. the
administrator defines the traffic classes that are based on match criteria, including
protocols access control lists (ACLs). and input interfaces. Packets that sal.sty the match
criteria for aclass constitute the traffic for that class. Aqueue is reserved for each class,
and traffic belonging toa class isdirected tothat class queue.
After aclass has been defined according lo its match criteria, characteristics can be
assigned to it Bandwidth, weight, and maximum packet limit can be assigned to
characterize aclass. The bandwidth assigned to aclass is the minimum bandwidth
delivered to the classduring congestion.
To characterize aclass, the queue limit must also be defined for that class, which is the
maximum number ofpackets allowed to accumulate in the class queue. Packets belonging
to aclass are subject to the bandwidth and queue limits that characterize the class. After a
queue has reached its configured queue limit, enqueuing ofadditional packets to the class
causes tail drop or random packet drop lo take effect, depending on how the class policy is
configured.
Low-latency queuing (LLQ): Although WFQ provides afair share ofbandwidth to every
flow and fair scheduling ofits queues, itcannot provide guaranteed bandwidth and low
delav to selected applications. For example, voice traffic may still compete with other
aggressive flows in the WFQ queuing system because the WFQ system lacks priority
scheduling fortime-critical traffic classes.
The LLQ feature adds strict priority queuing to CBWFQ. Strict priority queuing allows
delay-sensitive data such as voice lo be dequeued and sent first (before packets in other
queues are dequeued), giving delay-sensitive data preferential treatment over other traffic.
Without LLQ. CBWFQ provides weighted fair queuing based on defined classes with no
strict priority queue available for real-time traffic. CBWFQ allows you lo define atraffic
class and then assign characteristics to that class.
For CBWFQ. the weight for apacket belonging to aspecific class is derived from the
bandwidth that has been assigned to the class when itwas configured. Therefore, the
bandwidth thai is assigned to the packets ofaclass determines the order in which packets
are sent. All packets are serviced fairly based on weight; no class ofpackets may be
granted strict priority. This scheme poses problems for voice traffic, which is largely
intolerant ofdelay, especially variations in delay. For voice traffic, variations in delay
introduce irregularities oftransmission that are heard as jitter in the conversation.
»2010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-63
Summary
Tins topic summarizes the key points that were discussed in this lesson.
>urnmary
*Traditional PBX consists ofseveral components, like control

cards, station cards, and trunk cards, which use different
signaling protocols lo connect to the PSTN. ACisco IOS
gateway can terminate analog or digital circuits.
• Converged voice networks use different signaling protocols
for control and signaling. RTP packets transport the audio
stream, and the qualitydepends on the codec.
; Merging different traffic streams to a single network can lead
to a number ofservice-quality issues, like delay or packet
loss. To prioritize voice and video traffic in a converged
network, use one ofthe different queuing mechanisms
discussed in this lesson.
1-64 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Modi le Summary
[his topic summarizes the key points that were discussed in this module.
Module Summary
• The Cisco Unified Communications solution includes different

components, such as Cisco Unified Communications
Manager and Cisco Unified Communications Manager
Express for call processing, CiscoUnity Connection for
voice-mail features, and Cisco Unified Presence for providing
presence awareness.
• Ina packet-oriented network, QoS issues can affectthe
network and can harm voice and video streams. It is critical
to understand the function of traditional telephony
componentsto successfully deploy a VoIP-based system.
Inthis module, the basics arcexplained forCisco Unified Communications solution building
blocks and their roles in a Cisco Unified Communications System. Also compared arc
traditional with converged voice networks and the basic quality ofservice (QoS) considerations
in packet-oriented voice networks is explained.
References
• Cisco Unified Communications (IP Communications/VoIP)

htlp:/7wvvAv.cisco.coni/en/US/pamier/netsol/ns64I/networking_solutions_packages_list.html
>2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions 1-65
1-66 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8.0 ©2010 Cisco Systems, Inc.
Module Self-Check
Use the questions here to review what you learned in this module. The correct answers and
solutions are found in the Module Self-Check Answer Key.
Ql) Which two of the following are not main characteristics of Cisco Unified
Communications Manager Express? (Choose two.) (Source: Understanding the
Components ofa Cisco Unified Communications Solution)
A) File transfer
B) SRSV
C) IP telephony
D) TCL scripts
Q2) Which codec is supported by Cisco Unity Express audio streams? (Source:
Understanding the Components ofaCisco Unified Communications Solution)
A) G.722
B) iLBC
C) G.729ab
U) G.711
Q3) What is the signaling and session control protocol that flows between Unified
Communications Manager Express and the Cisco Unity Express module? (Source:
Understanding the Components ofaCisco Unified Communications Solution)
A) SIP
B) H.323
C) RTP
U) TCP
Q4) What isthe maximum number ofphones that are supported in a cluster? (Source:
Understanding the Components ofa Cisco Unified Communications Solution)
A) 10.000
B) 15.000
C) 30.000
D) 60.000
Q5) What are two types ofCisco Unified Communications Manager server functions that
aredefined at thetimeof installation? (Choose Iwo.) (Source: Understanding the
Components of a Cisco Unified Communications Solution)
A) publisher
B) monitor
C) subscriber
D) replicator
Q6) Which protocol is used for replication in a Cisco Unily Connection digital network?
(Source: Understanding the Components ofaCisco Unified Communicalions Solution)
A) IMAP
B) HTTP
C) SMTP
U) POP3
)2010 Cisco Systems. Inc Overview ofCisco Unified Communications Solutions

Q7) Which ofthe following is afeature ofCisco Unified Presence? (Source: Understanding
the Components ofa Cisco Unified Communications Solution)
A) geolocation
B) message compliance
C) busy lamp field
D) presence-enabled call lists
QS) Which two ofthe follow ing are not analog circuits? (Choose two.) (Source:
Understanding ihe Characteristics ofCisco Unified Communications Solutions)
A) BRI
B) FXO
C) l&M
D) LI
Q9) The RUT' datafiow is paired with the RfPstream and uses (he same port as the RTP
stream plus two. (Source: Understanding the Characteristics of Cisco Unified
Communications Solutions)
A) true
B) false
QIO) Which two ofthe following are compression methods? (Choose two.) (Source:
Understanding the Characteristics of Cisco Unified Communicalions Solutions)
A) payload compression
B) data compression
C) header compression
D) ICS compression
1-68 Introducing CiscoVoice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems. Inc.
Module Self-Check Answer Key
QU A, B
021 15
0-') A
Q4) C
05) | A.C
06) C
Q7) B
08) A. D
09) B
QIO) A,C
) 2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions

1-70 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM] v8.0 ©2010 Cisco Systems, Inc.
Module 2
Overview of Administrator and

End-User Interfaces
Overview
"fhe Cisco Unified Communications system includes different administrative interfaces to
configure end devices, system settings, and more, as well as platform maintenance and tools for
troubleshooting and system analysis. The Cisco Unified Communications system provides
different end-user interfaces. These interfaces allow end users lo interact with the Cisco Unified
Communications system and customize settings.
Module Objectives
Upon completing this module, you will be able to provide an overview of administrator and
end-user interface options in Cisco Unified Communications Manager. Cisco Unified
Communications Manager Express, Cisco Unity Express, Cisco Unity Connection, and Cisco
Unified Presence. This ability includes being able lo meet these objectives:
• Describe the administrator interfaces of Cisco Unified Communications Manager. Cisco
Unified Communications Manager Express. Cisco Unity Express. Cisco Unity Connection,
and Cisco Unified Presence
• Describe the end user interfaces of Cisco Unified Communications Manager, Cisco Unified
Communications Manager Express. Cisco Unity Express, Cisco Unity Connection, and
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc
Lesson 1
Understanding Administrator
Interfaces
Overview
\ Cisco Unified Communications systems have different administrator interfaces, which are
commonTy used for administration and configuration tasks. This topic describes the available
interfaces for administrators.
Objectives
Upon completing this lesson, you will be able to describe the administrator interlaces; of Cisco
Unified Communications Manager, Cisco Unified Communications Mj^f^^00
Unity Express. Cisco Unity Connection, and Cisco Unified Presence. This ability includes
being able lomeet these objectives:
• Describe the Cisco Unified Communications Manager GUI and CLI
• Describe the Cisco Unity Connection GUI and CLI
• Describe the Cisco Unified Presence GUI and CLI
• Describe the Cisco Unified Communications Manager Express GUI. CLI. and Cisco
Configuration Professional tool
. Describe the Cisco Unity Express GUI, CLI. and Cisco Configuration Professional tool
mm
Administrator Interfaces
This topic describes lum to access the different Cisco Unified Oommunications Manager web
interlaces.

Manager Web interface
• Login to Cisco Unified CM Administratis https://<r*>de-IP>/ccmadmin

• Use Navigation bo* toswitch between applications
• !• Cisco Unified CM Administration I
• Enter usemame and password

• After logging into the Cisco Unified CM Admin istration, the following GUI
opens
.(., :,. dsco Unified CM Administration!
mri ulCf* ?-lhC CiSC° i;ni'kd Communi«««™ Manager is only possible via secure HTTP
(tl I IPS) and is grouped into fhe following five categories:
• Cisco Unified Communications Manager Administration
• Cisco Unified Serviceabilitv
• Disaster Recovery System
• Cisco Unified Operating Svstem Administration
• Cisco Unified Reporting
The drop-down menu allows you to navigate among the various applications in Cisco Unified
Communications Manager.
When using the Navigation drop-down menu, click the Co button after making aselection from
the menu. It the administrator is logged in to Cisco Unified Communicalions Manager
Administration and then navigates to Cisco Unified Operating System Administration or the
Disaster Recovery Svstem. the administrator will be presented with alogin screen to enter the
usemame and password.
Cisco Unified Operating Svstem Administration and the Disaster Recovery System use an
administrator II) and password. They are different from the application usemame and password
that is used tor the Cisco Unified Communications Manager Administration. Cisco Unified
Serviceabilitv, and Cisco IInified Reporting applications.
The default usemame for the Cisco Unified Communications Manager Administration page is
t CMAdministrator. 1Ins usemame and password are configured during the installation.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O
©2010 Cisco Systems. Inc.
However, other users can be created for administrative access afier they are logged in to Cisco
Unified Communications Manager Administration.
The following table summarizes the URLs used to log in to each application on the Cisco
Unified Communications Manager server.
Cisco Unified Communications Manager Application and Administration Login

Usemame Password
Application URL
Cisco Unified
https://node-IP/ccmadmin
Administration Set at Cisco
Unified
Cisco Unified Serviceability https://node-IP/ccmservice Communications Configurable
Manager
Disaster Recovery System https://node-IP/drf installation
Cisco Unified Operating https;//node-lP/cmplatform

System Administration
There is athird password that is created al the time of installation. This password is referred to
as the security password. This password is used by other Cisco Unified Communications
Manager servers that are configured as subscribers to join the cluster.
The Cisco Unified Communications Manager Administration web interface provides access to
the following functions:
• System configuration: Cisco Unified Communications Manager groups, presence groups,
device mobility groups, device pools, regions, locations, phone security profile, and so on
• Call routing configuration: Dial rules, route patterns, call hunting, time-of-day routing,
partitions, and calling search spaces (CSS), intercom, Call Park, Call Pickup, and so on
• Media Resource configuration: Conference bridges, transcoders, music on hold (MOH),
Media Termination Points (MTPs), and so on
• Advanced Features configuration: Voice mail, intercompany media engine (IMF). Cisco
Extension Mobility Cross Cluster (F.MCC), virtual private network (VPN) features, and so
on
• Device configuration: Gateways, gatekeepers, trunks, IP phones, and so on

• Application configuration: Cisco Unified Communicalions Manager Assistant
Configuration Wizard andplug-ins
• User management: find users, application users, groups, and role configuration
• Bulk Administration: Bulk transactions can bescheduled toconfigure multiple users.
tvery bulk job can be specified with atime when these jobs need lo start and can be
monitored with the job scheduler.
Overview of Administrator and End-User Interfaces 2-5

) 2010 Cisco Systems, Inc
Cisco Unified Communications Manager Serviceability
This figure shows the Cisco Unified Communications Manager Serviceability menu.

Manager Serviceability
Allows administrators to:

• Configure alarms and traces
• Configure CDR disk storage and external billing servers
• Activate, deactivate, start, stop, and restart network and feature services
• ConfigureSNMP settings
* Configure serviceability reports
<Unified Serviceability
u LlpifwJ Communications Sohrllon*
Cisco Unified Scrv inability allows administrators to activate services and to stop and restart
services that are already activated, '['he Cisco Unified Communications Manager Serviceabilitv
web interface provides the following functions:
• Configure alarms, logs, and traces: For monitoring and troubleshooting Cisco Unified
• Configure Call Detail Records (CDRs), disk storage, and external billing servers:
Cisco Unified Communications Manager has the ability locreate CDRs and Call
Management Records (CMRs) providing detailed information about call activities and
voice quality . Using Cisco Unified Communications Manager Serviceability, an
administrator can limit the disk space thai is used for these records. An administrator can
also configure Cisco Unified Communications Manager to copy or move these files
containing CDRs and CMRs to external billing servers using Secure FTP (SITP).
• Activate, deactiv ate, start, stop, and restart network and feature sen ices.
• Configure Simple Network Management Protocol (SNMP) settings.
• Configure serviceability reports: These reports are automatically created and allow
system analvsis (including trend analysis) based on monitored objects. ACisco Unified
Communications Manager Administrator can obtain the generated reports from Cisco
Unified Communications Manager Serviceability web pages.
2-6 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM| vS.O ©2010 Cisco Systems, Inc.
Cisco Unified Communications Manager Services
This figure shows the Cisco Unified Communications Manager Services.

Manager Services
Network Services;
- Required for the Cisco Unified Communications Manager system to function;
forexample. Database, orPlatform Services
- Cannot be activated or deactivated
Feature Services.
• Enable certain Cisco Unified Communications Manager application features;
for example. Cisco CallManager or Cisco TFTP service
- Must Deactivated manually
Burning
Feature Services
PurtrmQ
CMS*nA»»
Starts']
SMrtml
Started'
Networ* Services
ACisco Unified Communications Manager cluster can consist ofup to 20 servers. Each server
is designed and used for Cisco Unified Communications Manager tasks, such as running a
TFTP or DHCP server, maintaining the publisher database, processing calls, providing media
resources, and soon.
Depending on the usage of aCisco Unified Communications Manager server, different services
must be activated on the system. There are two types ofservices on Cisco Unified
Communications Manager servers:
• Nerw orkservices: These services are automatically activated and are required for the
operation ofthe server. Network services cannot be activated or deactivated by the
administrator. Ilowever. ihey can be stopped, started, orrestarted by choosing Tools >
Control Center >Network Services. Examples ofnetwork services are Cisco CDP
senice. the Cisco DB Replicator service, and Cisco CallManager Admin services.
• Kcature services: These services can be selectively activated ordeactivated per Cisco
Unified Communications Manager server in order to assign specific tasks or functions such
as call processing. TFTP, and so on. Feature services can be activated and deactivated by
the administrator choosing Tools >Service Activation. They can be started or restarted by
choosing Tools Serviceability >Control Center >Feature Services. The main feature
services are Cisco CallManager and Cisco TFTP. These services are essential to the
operation ofCisco Unified Communications Manager.

© 2010 Cisco Systems, Inc
Cisco Unified Communications Manager Operating System
This figure describes the Cisco Unified Communications Operating System web interface.

Manager Operating System
Allows configuration and managementof the Cisco Unified

Communications Manager operating system, forexample:
• Check software and hardware status.
* Upgrade system software and install options.
• View or update IP address
• Manage server security, including IPsec and certificates,
• Ping other network devices
• Manage remote support accounts.
,1,. Cisto Unified OpeiatingSystem Administration)

3ilBP»a=i » SX.CO '
Cisco Unified Operating Svstem Administration allows you to perform engineering-level tasks
at the platform level. Examples of operating system administration tasks include the following:
• Cheek software and hardware status.
• Upgrade s\ stem software and install or upgrade options.

• View or update IP addresses.
• Manage Network Time Protocol (N'l I1) servers.
• Manage server security, including IP Security (IPsec) configuration and certificates.
• Ping other network dev ices.
• Manage remote support (Cisco Technical Assistance Center [TACJ) accounts.
Disaster Recovery System
This figure describes the Disaster Recovery System (DRS)
- Provides a user interface for backup and restore tasks

• Supports full clusterbackups
• Supports ad hocand scheduled backup jobs
- Provides a restore wizard with a full restore history
Cisco United
Monitors the current restore status
The Disaster Recovery System allows administrators to perform and schedule backups of the
Cisco Unified Communications Manager server database. Ifneeded, administrators can also
perform arestore when aserver has gone out of service and needs to be restored.
When accessing the Cisco Unified Communications Manager DRS web interface, the platform
administrator must log in with usemame and password. The initial platform administrator
account is created during installation. Additional platform administrator accounts can be
created from the Cisco Unified Communications Manager command-line interlace (CLI).
Cisco Unified Communications Manager Disaster Recovery web interface provides access to
the Cisco Unified Communicafions Manager Disaster Recovery System, which otters the
following functions:
• Writes backups toa physical tape drive or remote SFTP server
• Supports full clusterbackups
• Supports ad-hoc backup and restore jobs
• Supports scheduled backups
Overviewof Administratorand End-User Interfaces 2-9

© 2010 Cisco Systems. Inc.
Cisco Unified Reporting
Thisfigure describes the Cisco Unified Reporting functionality.
Cisco Unifi
Cisco Unified Reporting performs the following tasks:

• Generate, run. anddownload system reports
• Ana^ze configuration mismatches
Unified CM Device Counts Summary
Ihe Cisco Unified Reporting web application generates reports for troubleshooting or
maintaining the Cisco I'nified Communications Manager cluster. Cisco Unified Reporting
provides asnapshot ofcluster data without requiring multiple steps lo get the data. The tool
design gathers data from existing sources, compares the data, and reports irregularities A
report combines data from one or more sources into one output view. For example areport can
be generated that presents the host files for all servers in the cluster.
The application gathers information from the publisher server and each subscriber server A
report prov ides data for all active cluster nodes that arc accessible at the lime thai the report is
generated. Some reports run checks to identifv conditions that could impact cluster operations.
Cisco Unified Reporting includes the following capabilities:
• An interface for generating, archiv ing. and downloading reports
• Notification message ifa report will take excessive time to generate orconsume excessive
2-10 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010Cisco Systems, Inc.
Accessing the CLI
This figure describes how to access the CI.I on the Cisco Unified Communications Manager
appliance, "fhe Cisco Unified Communications Manager CLI can be accessed with the locally
attached kevboard and monitor or with a Secure Shell (SSH) client.
Access the CLI
• To access the command-line interface, use the administrator

usemame and password configuredduring installation.
• The CLI can be used for network connectivity validation and
troubleshooting.
Access to the CLI through SSH only.

admin: 7 ~ __
delete' The 7 can be used for help after every
f ila' command parameter, for example show 7
help
quit
sec*
show
utils'
admin: utils ser vice restart <ServicaName>
CiscoUnified Communications Manager CLI provides features thai are likethose thatplatform
administrators can find in the Cisco Unified Communications Manager Operating System and
Cisco Unified Communications ManagerDRSweb interface. The Cisco Unified
Communications Manager CLI alsoincludes additional functions that allow you to perform the
following operations:
Display platform information, such as product version, CPU, memory, disk usage, platform
hardware, serial number, and so on.
Display network, process, and load information.

Configure additional platform administrator accounts.
Change platform administrator account password andsecurity passwords.
Perform disaster recovery tasks.
Use tools such as ping, traceroule. and packet capture.
Change network configuration settings.
Offer start, stop, and restart of services.
Perform svstem restarts, shutdowns, and version switching.
) 2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-11
L
When using the Cisco IInified Communications Manager CLI. the question mark (?) can be
used to sec the available commands or command options. In theexample lhat is shown in the
figure, the question mark (?) is used at the top level, and as a result, all top-level commands
have been displayed. The administrator can log in using the same username and password as
used for the Cisco Unified Communicalions Manager Operating System or Cisco Unified
Communicalions Manager DRS web interface.
There are a number of different commands lhat allow the network engineer lo perform various
functions through the command-line interface. The table "CLI Commands" includes the show
commands lhat are available. Use the question mark aftereachof these commands to display
the various subcommands, for example, show ?.
CLI Commands
Command Description
show Show system parameters
set Set system parameter or enable functionality

unset Disable functionality
delete Delete parameters
file Manage files on the system
utils Use system utilities
run Start a process on the sysfem
Up and Down arrow Command history
Using the CLI can directly affect the operations ofthe server.
2-12 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
User Management: Roles
This figure describes user role characteristics.
User Management; Roles
Role characteristics;
- Configure end users and application users with different privilege levels:
- No access
- Read only (view)

- Full access (view and modify)
• Roles comprise groups of resources (on a menu basis)for anapplication:
- Default standard roles (CCM end users, CCM admin users, etc.)
- Custom roles
Each user isassigned with acertain role. Each role comprises certain application resources.
Resources in Cisco Communications Manager Adminislration application are assigned with
one ofthe following privileges: No Access, Read, and Update (full access). Other
applications—for example Cisco Extension Mobility or Cisco Unified Serviceability—specify
their own access privileges to their resources.
Eoreach rolethai is associated with the Cisco Unified Communications Manager
Administration application, one ofthese privilege levels applies for access to each ofthe
resources. The access privileges specify the following privileges:
• The read access privilege specifics that users in auser group that have this privilege for a
particular resource can view only the windows that the resource comprises but cannot
modifv the parameters in the windows. The read access privilege limits access to windows
to read operations. Buttons such as Insert, Delete, Update, and Reset do not display.
• The update access privilege specifics that users in auser group that have this privilege for a
particular resource can view and change the parameters in the windows that the resource
comprises. Users with update privileges can perform operations such as Insert, Delete.
Update, and Reset as well as executive functions that can start or stop aprocess or service
from the Cisco Unified Communications Manager Administration and Cisco Unified
Communications Manager Serviceability windows.
• Roles and user groups provide multiple levels ofsecurity to Cisco Unified Communications
Manager Administration and to other applications. The system groups the resources that are
available to Cisco Unified Communications ManagerAdministration and to other
applications into roles. Each application comes with standard, predefined roles. Each
application defines ils own access privilege for Cisco Unified Communications Manager
Administration.
>2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-13
Custom Roles
Ihis figure describes custom user role characteristics.
Custom Roles
Custom Roles can be defined

on a menu basis for
applications:
• CiscoUnified Communications
Manager Administration
Manager Admi n ist rat ion
• Cisco Unified Communications Application
Manager Serviceability
• Cisco ComputerTelephone Dial Plan
Interface
- Cisco Unified Communications Phone

ManagerAXL Database No Access
- Cisco Extension Mobility

" Cisco Unified Communications
Manager End User
Route Pattern
SRST
4 Read
Full
All Menus
Arole contains, for aparticular application, the list ofresources (hat an application comprises.
Ioreach resource that arole comprises, the administrator defines the access privilege.
Alter roles are configured for an application, administrators can configure user groups. User
groups define groups ofusers that share acommon list ofassigned roles. User groups comprise
both application users and end users.
Custom roles can bedefined on a menu basis for these applications:
• Cisco Unified Communications Manager Administration
• Cisco Unified Communications Manager Serviceability
• Cisco Computer Telephone Interface
• Cisco Unified Communications Manager Administrative XML (AXL) database
• Cisco Extension Mobility
• Cisco Unified Communications Manager end user
2-14 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v80 © 2010 Cisco Systems, Inc.
User Management: Groups
["his figure describes user group management.
•i
User Management: Group
Group characteristics:
• Comprise lists of application users
and end users
• Add a usergroup first
• Add users to a user group
i^J
• Assign roles to a user group I Groupl I j Group2 I
• Users may belong to multiple user
• | j J
k groups
• User management parameter

determines the effective privilege of
the user Rolel Role 2
L • Default is maximum privilege level

t , t
Resource 1 $ Resource 1
'""" Full "™; f Read
There are various named usergroups that are predefined and have no members that arc
assigned to them at installation time. The Cisco Unified Communications Manager SuperUser
or a userwith access to usergroup configuration might add users to these groups, fhe
SuperUser ora user with access touser group configuration can configure additional named
user groups as needed.
fhe standard Cisco Unified Communications Manager SuperUsers user group represents a
named user group that always has full access permission to all named roles. This user group
cannot be deleted. Users can only be addedto and deleted from this group.The
CCMAdministrator always represents a SuperUser.
Roles and user groups use the Effective Access Privileges for Overlapping User Groups and
Roles enterprise parameter.
The Effective Access Privileges for Overlapping User Groups and Roles enterprise parameter
determines the level of user access for users that belong to multiple user groups and have
conflicting privileges. This enterprise parameter can be setto the following values:
• Maximum: Theeffective privilege represents Ihe maximum ofthe privileges of all the
overlapping user groups. This is the default.
• Minimum: Theeffective privilege represents the minimum ofthe privileges of all the
overlapping user groups.
Thisenterprise parameter docs notaffect the privileges for the members ofthe Standard CCM
Super Users user group.
>2010 Cisco Systems. Inc. Overview of Administrator and End-User Interfaces 2-15
Design Example with Default Roles
This figure shows adesign example with default Cisco Unified Communications Manager
roles.
Design Example with Default Role*
Design access rights with

default standard roles;
» Administrator can configure
Phones
Users
Gateways
Phone, User, and
* Administrator has no access
Gateway Group
to the other menus
• Create a new group and
assign the relevant default
roles. Standard CCM Gateway Management
Standard CCM Prione Managemeni
Standard CCM User Management
The example in the figure involves designing accessrights for users with defaultstandard roles.
An administrator can configure phones, users, and gateways. The administrator has no access to
any other menu. Create a new user group and assign the relevant default roles.
fhe new user group name is "Phone. I!ser and Gateway Group." This group comprises the
default roles Standard CCM (ialcvvav Management. Standard CCM Phone Management, and
Standard CCM User Management.
2-16 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Design Example with Custom Roles
This figure shows a design example with custom roles.
Design Example with Custom Roles
Design access rights with

custom roles:
* Administrator can configure:
•• Phones
«•!• - Users
> Administrator can view:
- Calling search spaces
- Partitions
• Administrator has no access
to the other menus
Phone l^^Xyl,.,
"""use~Tr._FulF_
• Create a new role, specify ""CSS. *|" Read
the resources, and assign Partitions I Read
the custom role to the group.
The example in the figure involves designing access rights Tor users with custom roles. An
administrator can configure phones and users. The administrator can view calling search spaces
1 and partitions and the administrator has no access to any other menu. Create anew role, specify
the resources, and assign the cuslom role to the group.
The new user group name is"Phone and User Role:" The group is configured and comprises
the resources Phones and Users with full access privileges. In addition, the resources calling
search spaces and partitions are included with the read-only privilege, "fhe new Phone and User
Role is assigned to a new Phone and User Group.
*1
L
) 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-17
_
Cisco Unity Connection Administrator Interfaces
ihis topic describes the different Cisco Unity Connection administrator interfaces.
Access the Web interface
Cisco Unity Connection Administration:
Cisco Unity Connection Administration •
After tagging in totheCisco Unity Connection Administration thefollowing GUI

appears
Ota Unjty ^.or~pjllon
"fhe following table summarizes the URLs used to log in to each application on the Cisco Unity-
Connection server. Web access to the Cisco Unity Connection isonly allowed via H'lTPS.
Cisco Unity Connection Application and Administration Login

Application URL Usemame Password
Cisco Unified Connection https //node-IP/cuadmin

Administration
Cisco Unified Serviceability https //node-IP/ccmservice
Disaster Recovery System https7/node-IP/drf Set at Cisco Unity

Connection Configurable
Cisco Unified Operating https.//node-IP/cmplatform installation
Cisco Unity Connection https. //node-IP/cu service/

Serviceability
Cisco Unitv Connection also prov ides a CLI. which is like the Cjsco Unified Communications
Manager CLI and provides Cisco Unified Operating System and Cisco Disaster Recovery
System features.
The Cisco Unitv Connection administrator web interface is built in the form of a tree, like the
Windows Fxplorer. The menu isordered in different feature subsets to allow quick navigation
between different submenus:
• Users: The User menu allows configuration of end users. Users can be searched in the
database, or configuration settings canbe changed: for example, editing usemame.
permissions, and so on.
2-18 IntroducingCisco Voice and Unified Communications Administration (ICOMM) v8 0 >2010Cisco Systems, Inc
• Class ofservice (CoS): Defines the features that a user can use. For example. CoS controls
user accessto licensed features such as the Cisco Unity Inbox. Whena CoS includes access
lo a feature that requires an individual license, users can be assigned to groups ofusers of
the CoS only if enough licenses are available. CoS also defines how users interact with
Cisco Unity Connection. For example, a CoS specifics the maximum length of user
messages and greetings, and whether users can choose to be listed in directory assistance.
• Templates: Three types of templates exist:
— Usertemplates define standard useroperation and settings.
— Call Handler templates define operational modes.
Contacttemplates definestandardcontactsettings.
• Contacts: A system contact docsnot haveaccess to anyCiscoUnity Connection features
suchas voice messaging. A system contact may represent a person in the company who has
a voice-mail account on another voice messaging system. A system contact might also
represent a customer or vendor who does notneed a voice mailbox, butwho frequently
communicates with Cisco Unity Connection users.
• Distribution Lists: Used to send voice messages to multiple users. The users that are
members of a system distribution listtypically areuserswho needthe same information on
a regular basis, such asemployees in a department or members of a team. The class of
sen ice that is associated with each user account dictates whether users can send messages
to s\ stem distribution lists in Cisco Unity Connection.
• Call Management: Definesdifferent call handlersfor call routing and messagehandling.
— Call handlers answer calls, play prompts to callers, provide callers with information
and options, route calls, and take messages.
1 — Directory handlersprovidedirectory assistance that callers can use to reach Cisco
Unity Connection users. When a caller searches for a usemameor part of a name, a
directory call handler looksup the extension in the directory and routes the call.
I — Interview call handlers collect information from callers by playing a series of
questions that have been recorded. The answersarc recordedand sent to a voice-
mail user. For example, administrators might use an interview handler to take sales
orders or to gather information for a product support line.
• Message Storage: Quotas can be specified to help control the size of user voice mailboxes.
• Networking: Whena messaging system requiresmore than one Cisco Unity Connection
1 svstem, the servers can be networked together such that they replicate directory information
among all the systems on the Cisco Unity Connection digital network or via Voice Profile
for Internet Mail (VPIM).
• Dial Plan: Dial plan flexibility is supported by using partitions and search spaces, with
which administrators can segment the Cisco Unity Connection directory for both dialing
and addressing. For example, partitions and search spaces can be configured to allow for
overlapping extensions.
System Settings allow configuration of global configuration parameters, for example:
• Licenses: Each license file is registered to the MAC address ofthe network interface card
(NIC) on the Cisco Unity Connection server. The license file for one server cannot be used
L on a second server (for example, because administrators want lo replace the Cisco Unity
Connection server).
L
i 2010 Cisco Systems. Inc. Overview of Administrator and End-User Interfaces
Holiday Schedules: Cisco Unity Connection has three predefined schedules: All Hours.
Weekdays, and Voice Recognition Update Schedule. Administrators can modify but not
delete the predefined schedules.
External Services: When users belong to a CoS that has access tothe Cisco Unity
Personal Call Transfer Rules feature, administrators can configure Cisco Unity Connection
to access Microsoft F.xchange calendar information for a user, and toenable users to import
their Microsoft Lxchange contacts. This allows users lo create Cisco Unity Personal Call
Transfer Rules that are based on their Microsoft Hxchange calendar andcontacts.
IfCisco Unified MeetingPlace is installed inthe network ofthe company, administrators
can integrate the application as anexternal service so that users can review upcoming
meetings and join active meetings while onthe phone or while using the Cisco Personal
Communications Assistant (Cisco PCA).
Lightweight Directory Access Protocol (LDAP): Ifadministrators are using a supported

LDAP-compliant directory as the corporate directory. LDAP can be integrated with Cisco
Unitv Connection.
— Create Cisco Unitv Connection users by importing them from the LDAP directory
— Configure Cisco Unitv Connection to periodically resynchronize users with the
LDAP directory
Simple Mail Transfer Protocol (SMTP): Cisco Unity Connection can notify a userabout
new messages by calling a phone or pager. Additionally, administrators can set up Cisco
Unitv Connection to send message notifications via email.
SMPP: With the services and information lhat is provided by a wireless carrier, mobile
messaging sen ice provider or similar company. Cisco Unity Connection can use the Short
Message Peer-to-Peer (SMPP) protocol to send message notifications in the shortmessage
service (SMS) format to cell phones and other SMS-compatibledevices when users receive
new messages, SMS is a "storeand forward service." which meansthat messages are not
sent directly to the device used by the message recipient. Instead, an application like Cisco
Unity Connection- known as an Internal Short Message Fntily (FSMF)—submits a
message to the SMSCenter(SMSC). The SMSC then forwards the message to the device.
Telephony Integrations: Identifies the phonesystemswith which Cisco Unity Connection
integrates. In Cisco Unilv Connection Administration, a phone system has oneor more port
groups. Voice messaging ports are addedto the port group for connectivity to. for example,
a Cisco Unified Communications Manager.
Tools: Cisco Unitv Connection provides different tools for easy maintenance and
integration tasks, for example:
— 1he Bulk Administration Tool allows administrators to create, update, and delete
multiple user accounts or system contactsal the same lime by importing information
that is contained in a comma-separated value (CSV) file. In addition, it allows
administrators to export information about users or system contacts from Cisco
Unitv Connection to a CSV file.
— The Task Management menu lists various system maintenance and troubleshooting
tasks lhat Cisco Unity Connection automatically runs on a regular schedule.
2-20 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.
4*
Cisco Unity Connection Serviceability
mm This figure shows the differences between Cisco Unity Connection Serviceability and Cisco
Unified Seniceabilitv.
Cisco Unity Connection Serviceability

i Cisco UnityConnection services
are separated as follows:
4, • Cisco Unified Serviceability provides

network and feature services; for
example, Cisco Tomcat for web server
feature. Cisco Unified Serviceability Network Services
• Cisco Unity Connection Serviceability

provides services for database and
optional feature activation;for example,
Connection Ucense Server for license
provisioning.
Cisco UnityConnection Serviceability
Cisco Unified Seniceability is likeCisco Unified Communications Manager Serviceability,

which provides platform-related trace, alarm, and service management. For Cisco Unity
Connection, the appliance uses Cisco Unity Connection Serviceability, a web-bascd
troubleshooting tool for Cisco Unity Connection, which provides the following functions:
• Displays Cisco Unity Connection alarm definitions, which can beused for troubleshooting
• Fnablcs Cisco Unity Connection traces. Youcancollect and viewtrace information in the
Cisco Unified Communications ManagerReal-Time Monitoring Tool (R'I'MT)
• Configures the logs lowhich Cisco Unity Connection trace information will be saved
• Manages a Cisco Unity Connection cluster or server
i. • Lnables viewing ofthe statusofthe Cisco Unity Connection feature services
• Activates, deactivates, starts, and stops Cisco Unity Connection services
• Generates reportsthat can be viewed in different file formats
Note The CiscoUnity Connection clusterfeature is notsupportedfor use with Cisco Unified
t Communications Manager Business Edition.
L
i 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-21
fheControl Center inCisco Unitv Connection Seniceability allows you to perform the
following tasks;
• Activateand deactivate Cisco Unity Connection services.
• Start andslop al! Cisco Unitv Connection seniccsexcept the services in the Status Onlv
Senices section.
Note When a Cisco Unity Connection cluster is configured, stopping a serviceinthe Critical
Services section for the server with Primary status causes the status for the servers in the
cluster to change.
2-22 IntroducingCisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc.
Cisco Unified Presence Administrator Interfaces
This topic describes the different Cisco Unified Presence administrator interfaces.
Access the Web Interface
• Cisco Unified Presence Administration: :A
,ih,iln Cnco Unified Pretence Administration
Afterlogging in to Cisco Unified Presence Administration, the

following GUI appears:
srra- p™«« »™.jm-, Mtuo ui« mngnHM Saifnntta Hop
4-
Cisco Unified Presence navigation is like the navigation inCisco Unified Communications
Manager orCisco Unity Connection and includes the following categories:
• Cisco Unified Presence Administration
• Cisco Unified Serviceability

• Cisco Unified Operating System Administration
• Disaster Recovery System
For Cisco Unified Seniceabilitv. Cisco Unified OperatingSystemAdministration, and Disaster

Recoverv System, the Cisco Unified Presence appliance uses the same URLs asthe Cisco
Unified Communications Manager. Cisco Unified Presence and Cisco Unified Seniceabilitv
use the application user ID. The user ID isset during the installation. Additional application
users can be created in the Cisco Unified Presence web interface after installation, fhe Cisco
IInified Operation System and Disaster Recovery System use theplatform administrator ID.
The platform administrator ID isalso set during installation; additional users can beconfigured
via CLI.
>2010 Cisco Systems. Inc Overview of Administrator and End-User Interfaces 2-23
Cisco Unified Presence Application and Administration Login
Application URL Usemame Password
Cisco Unified Presence https //node-IP/cupadmin

Administration
Cisco Unified Serviceability https. //node-IP/ccmservice Set at Cisco

Unified Presence Configurable
Disaster Recovery System https://node-IP/drf installation
Cisco Unified Operating https //node-IP/cmplatform

Cisco Unified Presence also provides a CLI. which is like the Cisco Unified Communications
Manager CI.I and prov ides Cisco Unified Operating System and Disaster Recovery System
features.
Cisco Unified Presence Administration menus are as follows:
• System: Includes configuration for accessing Cisco Unified Communications Manager and
securin settings to build inbound or outbound accesscontrol lists (ACLs). In the license
submenu, ordered licenses can be uploaded or reports can be generated to view the current
license status.
• Presence: Gateways providing presence status integration from Cisco Unified

Communications Manager or calendar integration with Microsoft Outlook can bespecified.
Interdomain federation can be configured to provide presence features across different
presence domains, which is based on Session Initiation Protocol (SIP) or Lxtensible
Messaging and Presence Protocol (XMPP). SIP can be used for Microsoft Office
Communications Sener (OCS) integration. XMPP is commonly used for Google Talk
federation,
• Messaging: Cisco I 'nificd Presence can be used with external databases or a third-party
serverto enable enterprise instant messaging (IM) compliance. To use compliance with an
external database, the external database must run PostgreSQL. lor detailed information, see
the Database SetupGuide for Unified Presence and the Instant Messaging Compliance
Guide for Cisco Unified Presence.
• Application: The Applications menu includes settings for different Cisco Unified Presence
applications: for example, desk phone control or IP Phone Messenger (IPPM).
• I'ser Management: Userstructure is like Cisco Unified Communications Manager. The
end userscan be synchronized from the Cisco Unified Communications Manager.
Application users are needed for third-party integration or integration with other Cisco
Unified Communications products likeCisco Unified ContactCenter F.xpress. Roles can be
created to customize permissions for end usersor application users.
• Bulk Administration: Bulktransactions can be scheduled to configure multiple users with
one job. liven' bulk job can be specified with a lime when the job needs to start and can be
monitored with the job scheduler.
• Diagnostics: Prov ides troubleshooting help and system status.The System Dashboard does
a quick audit ofthe system configuration.
2-24 Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
I
Cisco Unified Presence Serviceability
X This figure shows the Cisco Unified Presence Serviceability features.
Cisco Unified Presence Serviceabi!
Network Services:
mm - CiscoUnified Presence system services; forexample, Cisco UPXCP Router
for XMPP client connectivity
Feature Services:
Enable certain Cisco Presence features; for example. Cisco UP SIP Proxy and
Cisco UP Presence Engine, for presence features
Must be activated manually
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Cisco Unified Presence Serviceability provides the following functions:

Saves Cisco Unified Presence services alarms and events for troubleshooting and provides
alarm message definitions
Saves Cisco Unified Presence services trace information to various log files for
troubleshooting
Monitors real-time behaviorofthe components in a Cisco Unified Presence cluster through
the Cisco Unified Communicalions Manager RTMT
Provides feature services lhat can be activated, deactivated, and viewed through the Service
Activation window
Provides an interface for startingand stopping feature and networksenices

Archives reports thaiare associated with Cisco Unified Presence Seniceabilitvtools
Allows Cisco Unified Presence to work as a managed device for Simple Network
Management Protocol (SNMP) remotemanagement and troubleshooting
Monitors the disk usage ofthe log partition on a sener or all servers in the cluster
Starting, stopping, or restarting a Cisco Unified Presence service causes all gateways that are
currently registered to that CiscoPresence service to fail overto theirsecondary CiscoUnified
Presence sen ice. if any. Devices and phones need to restart only if they cannot register with a
backup Cisco Unified Presence sener.
i 2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-25
Administrator Interfaces
Ihistopic describes the different Cisco Unified Communications Manager Express
administrator interfaces.
* Cisco Unified CommunicationsManager Express Administration:
* Access via HTTP or HTTPS

* Authentication type and credentials are defined via CLI, but can
be changed via GUI
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Cisco Unified Communications Manager Express provides two different administrator roles—
thesystem administrator and the customer administrator. Ilydefault, the system administrator
and the customer administrator have the same level of access in the Cisco Unified
Communications Manager Express GUI. The customer administrator access can be customized
to have a subset ofthe choices in the menus. The following are the choicesthai are available
from the drop-down menus:
• Configure: Settings that relate lo IP phones (ephones). directory numbers (ephone-dns).
and svstem settings.
• Voice Mail: Voice-mail settings and voice-mail integration configuration.
• Administration: Functions that involve backup and restore, saving changes, and reloading
the router.
• Reports: Running and \ iew ing various reports.
The administrator usemame and password can be changed from the administrator weh
interface.
? Access the CLI
This figure describes the Cisco Unified Communications Manager Express CLI.
Access the CLi
• To access the CLI, use the configured usemame and

password.
• Access the CLI through Telnet or SSH.
• The CLI offers the full range of available commands.
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The CLI can be accessed with a Telnet or SSH client. To configure the Cisco Unified
Communications Manager Express settings, enter the telephony-service command from global
configuration mode. Acomplete list ofavailable commands can be found in the Cisco Unified
Communications Manager Express Command Reference on Cisco.com:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/commaiid/refercncc/cme_cr.html.
Cisco Configuration Professional
This figure describes the Cisco Configuration Professional.
Cisco Confiquratn ssional
Cisco Configuration
Professional is aGUI-
based management
tool (or Cisco routers.
Simplifies routing
security, Unified
Com mum cat ions.
WAN. and LAN
configuration through
easy wizards
To use Cisco
Configuration
Professional, the
ip http server for
discovery and a
usemame must be
configured
Cisco Configuration Professional is a GUI-based device management tool for Cisco routers.
This tool simplifies routing, firewall, intrusion prevention system (IPS). VPN. unified
communications, and WAN and LAN configuration through GUI-based, easv-lo-use wizards.
Cisco Configuration Professional is a valuable productivity-enhancing lool for network
administrators and channel partners for deploying routers with increased confidence and ease. It
offers a one-click router lockdown and a voice andsecurity auditing capability to check and
recommend changes to routerconfiguration. Cisco Configuration Professional also monitors
the router status and troubleshoots WAN and VPN connectivity issues.
Tip The Cisco Configuration Professional can be downloaded from Cisco.com.
If a device is preconfigured. ensure that the device has a configuration that supports Cisco
Configuration Professional.
'Ihe procedure in this section shows how to add the required configuration lo enable accessto
the Cisco router with Cisco Configuration Professional.
Connect to the router using Telnet. SSH.or the console and log in with the user credentials.
Enterthe routerglobal configuration mode by enteringthe config terminal command.
Using the command svntax that is shown, create a useraccount with privilege level 15. which
enables full access to the router:
Router (config) # usemame name privilege 15 secret 0 password
2-2S Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
Ifno router interface is configured with an IP address, configure one so that the router can be
accessed over the network. The following example shows the configuration oflhc interface
I. last Ethernet 0:
Router(config)# int FastEthernetO
Router(config-if)# ip address 10.10.10.1 255.255.255.248
I- Router(config-if)# no shutdown
Router(config-if)# exit
To enable discovery, configure the router as an HTTP server for nonsecure communication, or
as an IITTPS server for secure communication. To configure the router as an HTTP server,
enter the ip http server command.
To configure the router as an IITTPS server, enter the ip http secure-server command. Enable
the router for local authentication by entering the ip http authentication local command.
•
Finally, configure the vty lines to allow access with local authentication credentials. For
nonsecure access, enter the transport inputtelnet command. For secure access, enter the
transport input telnet ssh command. An example ofthese commands follows:
Router(config)# line vty 0 4
Router(config-line)# login local
Router(config-line)# transport input telnet
Router{config-line)# transport input telnet ssh
Router(config-linel# exit
L
L
)2010 Cisco Systems, Inc. Overview ofAdministrator andEnd-User Interfaces 2-29

Cisco Unity Express Administrator Interfaces
This topic describes the Cisco Unity Express administrator interfaces.
Cisco Unity Express Administration ...

Access with HTTP or HTTPS
Authentication credentials are defined during the installation
fhe Cisco Unified Communications Manager Express router and the Cisco Unity Express host
router can be on separate devices or the same de\ ice. fhe router that hosts the Cisco Unilv
Express module requires some basic configuration in Cisco IOS Software before the Cisco
Unitv Express module will be functional. On the Cisco Unit) Express host router, routing and
IP addresses on the router andthe service-engine interface must be configured.
Configure a SIP trunk for connecting calls to the voice-mail and auto-attendant features of
Cisco Unitv Express. Then, create Ethernet phone director; numbers (ephone-dns) for the on
andoff states ofthe Message Wailing Indicator (MWI). Alternatively, SIPcan be used for
MWI settings, even with Skinny ClientControl Protocol (SCCP) IP phones.
The files for the Cisco Unity Express GUI arc included in the Cisco Unity Express installation
package.
Ihe Cisco Unitv f.xpress administration web interface is separated in different menus.This list
includes a few common configuration settings:
• Configure
— User configuration: User-relevant settings, add. delete, or change end user and
administrator users. Users can be sjnehroni/ed automatically from Cisco Unified
Communicalions Manager Express.
— Priv ilegcx: Set access rights for administrator users.
— AAA: Define parameters for authentication, authorization, and accounting (AAA).
— Network Locations and Remote Users: Configuration tasks for Cisco Digital
Networking. Before remote users can be configured, set up the network locations
correct 1\.
2-30 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
i • System
J _ Prompts and scripts: Add. upload, download, or delete prerecorded customized
T"' auto-attendant application prompts or customized auto-attendant application scripts
! thatwerecreated using the CiscoUnity Express scripteditor.
I — Business hoursand holiday settings: Add, modify, or delete schedules of the days
1mm and times ofthe week when the company isopen for business orscheduled days
when the company is closed for holidays.
• Voice Mail
— Mailboxes: Add. modify, or delete a voice mailbox. Assign the mailbox to a

subscriber or to a group.
L — Distribution Lists: Add. modify, or delete public or private distribution lists. Only
members ofthe Administrators group or any group with the VicwPrivatcList
i privilege can view private lists belonging to a specific subscriber.
[ — Services: Enable or disable the Integrated Messaging feature and set the syslemwide
r"-- idle timeout value, maximum number ofconcurrent sessions, and security mode.
| Display the phone service and authentication service URLs, enable ordisable the
Cisco VoiceView Express feature, also setthe systemwide idle timeout value and
fallback authentication server URL.
Administration
Backup and Restore: Configure backup and restore parameters, and save Cisco
mm Unity Express data and configuration changes to other locations, such as the FTP
server. Restore saved files as needed.
j _ Control Panel: Save the call platform dala and the Cisco Unity Express data to
•mm flash memory' or reloadthe Cisco Unity Express software.
— Trace: Setcategories for generating trace data. Use this option for troubleshooting
J Cisco Unity Express.
• Reports
Mailboxes and Voice Mail: Displays statisticsabout Ihenumberof configured
j mailboxes, the number ofmessages, greetings, the used storage space on the system.
m"* and how manymessages were receivedby each user.
— Backup and Restore History: Displays the restored and backed-up files, dates, and
> success status.
— Network Time Protocol (NTP) and Real-Time Reports: Displays the NTP servers
and the lime difference between the NTP server and the call platform router clock.
Real-Time Reports canbe used to viewreal-time statistics for various call-related
and application-related events.
Note Ifthe Cisco Interactive Voice Response (IVR) feature is enabled with a license file, the
administrator additionally has access to the IVR settings.
)2010Cisco Systems, Inc Overview ofAdministrator and End-User Interfaces 2-31

Access the CLI
To connectto the Cisco Unity Express module, use the service-module internal-service-
module slot unit session command. This command opens a back-to-back terminal connection
over the backplane to the Cisco Unitv Express module.
Access the Command Line Interface
Use the command service-module internal-Service-Module slot/unit

session to open a back-to-back terminal connection from the router.
Use the CLIfor system maintenance and upgrades.
For troubleshooting syslog files and trace output messages.
The CLI structure is similarto the Cisco IOS Software; use the ? for help.
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CUE#
ccB#useinao« Jdoe create
CUEHusemsme jdoe password cisco
CUEdusernama jdoe group Admiaistrators
CUE#exit
Session closed
Router*
It isimportant to secure Telnet access lothe host rotifer, and therefore the Cisco Unity Express
module, because all access to the Cisco Unity Express module is through the router. The Cisco
Unitv Express module itselfhasno password protection, it is secured through the router Cisco
IOS Software.
Command Parameters: service-module internal-service-module
Parameter Description
reload Starts the Cisco Unity Express module

reset Stops the Cisco Unity Express module and then restarts it
session Opens a session across the back-to-back Ethernet connection
from the router to the Cisco Unity Express module
shutdown Stops the Cisco Unity Express module
status Displays the status of the Cisco Unity Express module
Use the command exit lo disconnect from the Cisco Unity Express module and go back to the
CLI ofthe host router.
2-32 Intrcducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
L
Configuring Cisco Unity Express with Cisco Configuration
Professional
This figure describes the configuration ofCisco Unity Express with the Cisco Configuration
Professional.
Configuring Cisco Unity Express with

• Allows simple configuration ofvoicemail boxes andgroup delivery

mailboxes (GDM).
« Troubleshooting and monitoring features.
i . • -.— a**r~ . D —h_ /,- *i Cisco Configuration Professional
The Cisco Configuration Professional can also be used toconfigure Cisco Unity Express. To
enable configuration ofCisco Unity Express, ensure that a supported version ofCisco Unity
Express is installed. Cisco Configuration Professional allows easy configuration ofusers,
mailboxes, and system administration tasks. The Cisco Configuration Professional also has
some troubleshooting and monitoring features, but the complete range offeatures isonly
provided with the CLI.
)2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-33
Comparing the Interfaces
fhe table in the figure compares the different available interfaces for Cisco Unity Express.
Comparing the Interfaces
To configure users and Cisco Unity Express system settings,

the GUI or Cisco Configuration Professional is
recommended.
However, for full feature functionality, use the CLI,

Functionality
Administrator
Few More Plenty
Know-How
User
Administration
Basic Nearly Complete Complete
System
Basic Nearty Complete Complete
Administration
Upgrade Tasks X X
System
Troubleshooting
Basic Complete
The table abov e shows the difierent administrator interfaces that can be used for Cisco Unity
Express configuration tasks. Eor user and system administration, it is recommended to use the
GUI orCisco Configuration Professional, which allows quick and easy configuration and
management of users. However, for advanced configuration, platform or troubleshooting tasks
use the CLI interface.
Summary
idiy
This topic summari/.cs the key points that were discussed in this lesson.
Summary
• Anumber ofsystems are built into theCisco Unified Communications

Manager server toallow administrators to perform configuration and
administrative tasks. Access rights can be configured with Roles and
User Groups.
• Cisco Unity Correction isbunded on the same DVD as Cisco Unified
Communications Manager and provides a feature-rch GUI toconfigure
the appliance.
- Cisco Unified Presenceconfiguration structure issimilar tothe Cisco
Unified Communications Manager. Cisco Unified Operating System
Administration andthe Disaster Recovery System are the main Cisco
Unified Presence maintenance applications.
• Cisco Unified Communications Manager Express can be configured via
CLI, GUI. orCisco Configuration Professional. The CLI provides the full
range ofavailable commands anddebugging information.
* Configuration of Cisco Unity Express can bedone with Die GUI orCisco
Configuration Professional; maintenance and upgrade taskscanbe
performed with the CLI.
References
Eor additional information, refer lo these resources:
• Cisco Unified Communications Manager Express Command Reference onCisco.com:
http:/A\w\\ .cisco.com/en/US/docs/voice_ip_comm/cucnie/command/reference/cmc_cr.html.

>2010 Cisco Systems. Inc.
2-36 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Lesson 21
Understanding End-User
Interfaces
Overview
Cisco Unified Communications systems have dilTerent end-user interfaces to allow end users to
interact with the Cisco Unified Communication systems, personalize settings, and enhance
productivity. This topic describes the available interfaces for end users.
Objectives
Upon completing this lesson, you will be able to describe the end-user interfaces ofCisco
Unified Communications Manager, Cisco Unified Communicalions Manager Express, Cisco
Unitv Express. Cisco Unity Connection, and Cisco Unified Presence. This ability includes
beingableto meetthese objectives:
• Describe theCisco Unified Communications Manager end-user GUI
• Describe the Cisco Unified Communications Manager Express end-user GUI
• Describe the Cisco Unified Unity Express end-userinterfaces
• Describe Cisco Unity Connection end-user interfaces
• Describe the Cisco Unified Presence end-user GUI
End-User Interfaces
fin's topic describes the Cisco Unified Communications Manager end-user web interlace.
Configure End Users to Access User
End users must be configuredto have access to the

user website:
• Go to User Management > End User and select a user
* Standard CCM End Users is the default group with read and
update permission.
• Acustomized group with particular accesscan beconfigured.
20
Enables end users to

log in to usetwebsile
Defines the permission on user website
This figure describes how to configure end users in Cisco Unified Communications Manager to
enable the end-user website access.
End users are either synchronized from EDAP or locally created. In both ways, users can be
added to agroup, which contains one or more roles. Cisco Unified Communications Manager
has acouple ofpreconllgured standard groups. Eor default end-user access, the end user must
be added tothe Standard CCM End Users group. This group conlains two roles. Standard CCM
End Users and Standard CCMUSER Administration. The Standard CCM End Users role
enables end users to log in to the /ccmuser web interface. Standard CCMUSER Administration
defines which permissions the end user has.
Note The end user needs anassociated device ordevice profile toaccess his phone ordevice
profile from the end-user website.
Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems. Inc
Customize User Website Permissions
This figure describes how to customize end-user website permissions in Cisco Unified
Communications Manager. Go to User Management > Role and add anew role. Select the
application Cisco Call Manager Administration. The GUI presented on the slide appears.
Customize User Website Permissions
Thedefault permissions of Standard CCMUser Administration can be

changed or a new role can be added:
• Customized usergroups must contain theStandard CCM EndUsers role to enable
login
• Effective access privileges from overlapping rolesor usergroupscan be configured in
the enterprise parameters:
The Role configuration page expands to display a list ofall the resources that are associated ^
with the application. Privileges (read, update, or none) for each resource are selected from this
list. Access rights can be full access (both read and update check boxes are selected), read only
(onlv the read check box is selected), and no access (both read and update check boxes arc
unchecked).
When creating a new role, there are no privileges that are configured by default. Therefore, the
administrator needs to configure each option.
Youcan savetime when creating a newroleif you copy anexisting rolethat has requirements
that are close tothe requirements ofthe administrator and making the necessary edits.
Otherwise, the administrator needs to configure privileges for each and every resource page.
Remember that standard roles cannot be deleted or modified. Custom roles can be created from
the beginning or by copying and then modifying a standard role.
Customize CCMUser Enterprise Parameters
This figure describes how to customize the CCMUser enterprise parameters.
Customize CCMUser Enterprise

Parameters
CCMUser parameters can be changed in System > Enterprise

Parameters web page:
• Systemwide parameters can be used to enable or disable parts ofthe user website.
• Can De usedtohide particular features thatare not usedwithin an enlerprise
(for example, download plug-ins).
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At the Enterprise Parameter web page, the administrator will find enterprise parameters that are
grouped into categories with the currentconfiguration and the defaultvalue.
In order to modifv the enterprise parameters, perform the following steps in Cisco Unified
Communications Manager Administration:
Step 1 Choose S)slem > Enterprise Parameters.
Step 2 Change the enterprise parameter value asdesired and save the changes.
Note To obtain additional information about enterprise parameters, click the name ofthe
enterprise parameter to open the detailed description.
2-40 IntroducingCisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.
End-User LDAP Authentication
This figure describes end-user LDAP authentication.
End-User LDAP Authentication
• Enabled LDAP authentication forwardsauthentication requests to the LDAP

server.
• Without enabled LDAP authentication, end-user password management is

performed onCiscoUnified Communications Manager.
Cisco Unified
Communications
Manager LOAP jeêr
Access Granted ,m
Authentication Request
for End User
LDAP directories are specialized services that store user information ina database. The
database is optimized for ahigh number ofreads and searches, and occasional writes and
updates. Directories typically store data that do not change olten, such as employee
information, userprivileges on the corporate network, andso on.
The LDAP provides applications with a standard method for accessing and potentially
modifv ing the information that isstored inthe directory. This capability enables companies to
centralize all user information in a single repository that is available to several applications,
with a remarkable reduction in maintenance coststhrough the easeof adds, moves, and
changes.
Examples of LDAP directories are Microsoft Active Directory, Netscape. iPlanct, and Sun
ONE. Cisco Unified Communications Manager supportstwo types of integration:
• LDAP synchronization: Allows user provisioning where personal and organizational data
arc managed inan LDAP director)' and replicated tothe Cisco Unified Communications
Manager configuration database.
• LDAP authentication: Allows user authentication against an LDAP directory. When using
LDAP authentication, passwords are stored and managed in LDAP. PINs are always
maintained locally in Cisco Unified Communications Manager.
When LDAP synchronization is activated, some user data is no longer controlled by Cisco
Unified Communications Manager Administration web pages and mustbe changed in the
LDAPdirectory itself, for example, the end-username fields.
) 2010 Cisco Systems. Inc Overview of Administrator and End-User Interfaces 2-41
Device Settings
This figure describes the device settings in the Cisco Unified Communications Manager end-
user web interface.
Device Settings
To login to the user pages go to https://<Node-IP>/ccmuser

• Device sellings allowyou to manage associated devices
• Line Settings: Call Forward, line text label, MWI, etc.
• Speed Dials Add or update speed dials for specific devices.
• Phone Services'Configure IP Phone Service subscription
• Service URL EditSeruce URL names on base phone
After logging in to the /ccmuser web interface. Cisco Unified Communicafions Manager allows
the configuration of different end-user settings. Each end user can be associated with one or
more IP phones, which allows end users to configure personal features for theirIP phones.
Such features include the following:
• Korvtard all calls to a different number: Calls in particular call stales can be fonvarded;
for example. Call Forward All. Call Forward Busy, and so on
• Configure speed-dial numbers: Most IP phones have buttonsthat can be configured as
speed dials. End users canconfigure the numbers thatare assigned to the speed-dial buttons
using the Cisco Unified Communications Manager user web interface.
• Subscribe to IP Phone Services: Most IP phones can be used lo access XML-based web
applications by Phone Services. End users can subscribe (or unsubscribe) to Phone
Services.
2-42 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
User Settings
This figure describes the user settings in the Cisco Unified Communications Manager end-user
web interface.
User Settings
• User settings can be used to setlocale, PIN, and password,

ifthese settings are notLDAP synchronized.
• Passwords are never synchronized with Cisco Unified
End users can manage their password settings from the end-user web interface:
• Phone PIN: The Phone PIN can bechanged from the web interface, orifitis used for
Cisco Extension Mobility, directly on the phone.
• Password: This option depends on the Cisco Unified Communications Manager
deplovment. With LDAP authentication enabled for end users, end users cannot change
their password in the Cisco Unified Communications Manager user web interface. W'hen
LDAP end-user authentication isnot enabled, end-user passwords are managed by Cisco
Unified Communications Manager and can bechanged inthe end-user web interface.
• Iscr Locale: Ifthe system administrator has uploaded different locale files to the system,
the end usermight change the locale setting here.

Directory and Fast Dial
This figure describes the Director} and Fast Dial options in the Cisco Unified Communications
Manager end-user web interface.
Directory and Fast Dial
Directory allows search quenes intheenterprise directory and enables

dialing from the User website, ifthe CiscoWebDialer service is active
Personal Address Book contains individually added addresses
Fast Dials can be mapped to a personal addressbook entry
End users can use the Cisco Unified Communications Manager end-user web interface to
search or save directory numbers or names:
• Director)': Searches ihelocal director; for extensions and usernames. This service can be
provided locally or with an LDAP-based search. With the Cisco WebDialer service
enabled, end users can dial direclh from the search results by clicking the directory
number.
• Personal Address Book: End users may manage their own address book with private
address entries in the personal address book.
• Fast Dials: Personal address book entries can be mapped toa fast dial: for example, end
users can manage their own personal address book and save frequently called numbers to a
fast dial extension.
End users can use the Address Rook Synchronization Tool (TABSynch) tosynchronize the
existing Microsoft Windows Address Book with the personal address book. Entries from the
Microsoft Windows Address Book will then be accessible on the IP phone and User Options
web pages. I'hc svstem administrator enables access to TABSvnch.
2-44 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc
End-User Interfaces
This topic describes how to access the Cisco Unified Communicalions Manager Express end-
user web interface.

Manager Express End-User Interfaces
• Cisco Unified Communications Manager Express End User:
To access the Cisco Unified Communications Manager Express end-user website to make
changes, use the URL hltp://router_ipaddr/ccme.html in Internet Explorer 6.0 or later. When
prompted for credentials, use the end-user credentials that were previously defined in the
command-line interface (CLI) orGUI by the system administrator. Based on the credentials
that are presented to the Cisco Unified Communications Manager Express router, the router
displays the appropriate web page for the system administrator, customer administrator, or the
end user. Cisco Unified Communications Manager Express uses only one URL for system
administrators, customer administrators, and end users.

i 2010 Cisco Systems, Inc.
End-User Web Interface
This figure describes the end-user web interface sellings in Cisco Unified Communications
Manager Express.
End-User Web Interface
End users can edit their IP phone settings:

• Change ring settings
• Manage speed dials and fast dials
* Change the password
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Fnd users can onlv configure their phones that have the user credentials configured. Hnd users
can change the ring settings on the configured lines: lor example, set itto silent ring orback to
normal ring.
Thespeed dial configuration depends on the phone type thatis used and the number of
configured lines. For evample. a Cisco Unified IP Phone 7962 with four configured lines will
only have two speed dials left to display on the IP phone, because the IP phone has only six
buttons in total.
Note The password, which isconfigured by thesystem administrator, can be changed in theend-
user interface. Itis recommended to change the password afterthe first login.
2-46 Intrcducing CiscoVoice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc
Enable Web Access for End Users
L This figure shows how to enable access to the Cisco Unified Communications Manager
Express end-user webinterface.
Enable Web Access for End Users
Web access can be configured from CLI or

administrator GUI:
• In the GUI. chooseConfigure >Phonos,selectthe phone, andadd
login account information.
* In the CLI, enter global configuration modeand configure the
usernameand password.
u I_0(J>" Usem*ne jmbisrk
The web access for end users can beconfigured inthe CLI orGUI. To enable it from the CLI.
log in to Cisco Unified Communications Manager Express using Telnet or Secure Shell (SSH).
Go to the global configuration mode using the configure terminal command. Enter the ephone
configuration for the end user and use the usernamc command to add the end-user credentials.
When using the GUI. log in to the web interface with administrator credentials. Choose
Configure > Phones, then add anew phone orselect the relevant end-user phone. Apop-up
opens with configuration settings for the phone. Enter the end-user credentials in the Login
Account configuration window.
Note When using the GUI, the correct Cisco Unified Communications Manager Express GUI files
must be loadedto the router flash and the HTTP server mustbe configured.
>2010 Cisco Systems. Inc Overview of Administrator and End-User Interfaces 2-47
Cisco Unity Express End-User Interfaces
This topic describes the different Cisco Unity F.xpress end-user interfaces,
Cisco Unity Express End-User

Interfaces
End users can log in on htlp//CUEJP/user

Greetings: Personal greetings can be managed and customized
Notification Devices: Allows end userstomanage thedestination phone
number or email address, customizable notification preferences, and
notification schedules
Private List: Can be configured to send messages to a list of users that is

created by the end user
Caller Input:Userscan seethe actions thatwill be performed foreach key
pressed by the callers when user greeting is played
Preferences: Personal sellings, password change, or spoken name
recording
• 0i Milne*
J>iWltU*»
' c*ii« muut
'fo access the Cisco Unity Express end-user website to configure the personal voice-mail
settings, use the URL htip://'cue_ipaddr/user in Internet Explorer 6.0 orlater. When using Cisco
Unified Communications Manager Express, end users can be synchronized automatically from
the Cisco Unified Communications Manager Express database. With Cisco Unified
Communications Manager, end users cannot be automatically synchronized, but they can be
imported.
The following settings can be configured by the end users:
• Greetings: End userscan configure and personali/e their greetings.
• Notification Devices; Configure the settings of different notification devices and define
vvhen and how users wantto be notified when a new messagearrives.
• Private Lists: Cisco llnitv Fxpress has public lists, which are defined by the administrator,
and private lists, which are defined by the users. Private lists are only visibleto the user
who createdthe private lists. This functionality allows the users to group some users to a
list: for example, thev cangroup colleagues from the sales department lo a specific private
list.
• Caller Input: Endusers can see andcustomize what happens when a caller presses a key
and the greeting that should be played.
• Preferences: Personal settings can be managed: for example, password management or
spoken name recording with the Media Master application.
2-48 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8 0 © 201O Cisco Systems, Inc
Telephone User Interface
This section describes the telephone user interface in Cisco Unity Express.
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The telephone user interface (TUI) can be used to control the voice-mail system. The figure
shows all available commands, which canbe accessed from any touch-tone telephone. To
access theTUI.end users mustdial the voice-mail pilotnumber, which is configured by the
CiscoUnified Communications Manager Express system administrator. Thesystem prompts
end users topress the keys for the different options. To end the TUI session, finish the call.
The Cisco Unity Express TUI overview can be found in the Quick Start Guide for Cisco Unity
Express:
http://w ww.cisco.eonv'en/'US/docs/volce_ip_comni/unitv exp/rel7^1/quick/guide/voicemail/en
u771vq-enu.pdf.
) 2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces

Cisco VoiceView Express
This figure describes the Cisco VoiceView Express application on the IP phone.
Cisco VoiceView Express
• Allows end users to interact with theirCiscoUnity Express

voice mailbox using the IP phone display and softkeys.
• Manage personal mailbox options, manage notifications,
send, listen to, record, and managevoice-mail messages.
* Must be configured as a service on Cisco Unified
Communications Manager Express.
Cisco VoiceView Express allows end users to interact with their Cisco Unity Fxpress voice
mailbox using the IP phone dispiav and softkeys. The users can manage the personal mailbox
options and notifications, and send, listen to. record, and manage voice-mail messages.
CiscoVoiceView F.xpress prov ides an alternative to the TUI and web interface for such tasks.
Cisco VoiceView F.xpress is a web application like the Cisco Unity F.xpress GUI. except it uses
XML.
Cisco Unified Communications Manager Express must heconfigured so that the Services
button can access the CiscoVoiceView Express application.
2-50 IntroducingCisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
L
Cisco Unity Connection End-User Interfaces
This topic describes the different Cisco Unity Connection end-user web interfaces.
Authentication and Synchronization
Users can be synchronized from:

• LDAPserver (for example, Active Directory)
• Cisco Unified Communications Manager
• Cisco Unity Connection or Cisco Unity Digital Network
Authentication can be configured with:
• LDAP server
• Cisco Unity Connectionor Cisco UnityDigital Network
• Local authonty
When accessing the Cisco Personal Communications Assistant (Cisco PCA) web interface, the
user logs on with the usemame and password. The end-user accounts are created by the Cisco
Unity Connection administrator orsynchronized from Cisco Unified Communications Manager
or the EDAP server. Depending onthe system configuration, the end user must change their
password after the first login. This configuration can be done in the Cisco Unity Connection
administrator web interface in the authentication rules and password settings.
This figure describes authentication and synchronization for end users inCisco Unity
Connection.
Authentication and synchronization can be used inall combinations. Users can be synchronized
from an LDAP server and authentication can be performed locally, for example. The figure
shows the dilTerent methods of authentication and synchronization.
Synchronization can be configured with:
• LDAP server (Microsoft Active Directory, Sun ONE Directory Server. Sun iPlanet. or an
OpenLDAP Server)
• Digital networking nodes (Cisco Unity Connection. Cisco Unity)
• Local database
i 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-51
Authentication can be configured with:
• LDAP server (Microsoft Active Directory. Sun ONE Directory Server. Sun il'lanet. or an
OpenLDAP server)
• Digital networking nodes (Cisco Unitv Connection. Cisco Unity)

• Local aulhoritv
Note Cisco Unity Connection can be configured to force a password change after the first login. It
is recommended that end users change theirpassword afterthe first login.
2-52 IntroducingCisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
Administrator Enabled User Login
This figure describes how lo enable end-user login lo the Cisco Unity Connection end-user web
interface in Cisco Unity Connection Administration.
Administrator Enabled User Login
Ifend users are locally /'

created, set a password
in the administration web
interface.
Cisco PCA can be enabled
on a class of service basis.
t _«!iJ
Associated dass of service
for the end user must be
configured to allow access:
The Cisco Personal Communications Assistant provides access todifferent applications. rI o

allow users to access the Cisco Personal Communications Assistant, a password must be set. To
set apassword for an end user, search for an existing end user and choose Edit >Password
Settings. Choose the Web Application Password setting. The voice-mail password setting is for
the PIN to access the TUI.
Everv user ismember ofa class ofservice (CoS) group. CoS defines accessible features like
message length or enables the end user to record aname. CoS is also used for setting access to
the end-user web interfaces. The end-user web interface conlains the following applications:
• Cisco Unity Connection Assistant
• Cisco Unity Connection Inbox
• Personal Call Transfer Rules
• Cisco Unified Client
Even application can beenabled ordisabled with a CoS.

Choose Unity Connection >Class ofService Membership to view members ofaCoS.
Administrators can listall themembers of a specific CoS using analias, the first or last name,
or the extension. When the list isdisplayed, administrators can select all members or individual
members and move the selected objects to another CoS.
Cisco Unity Connection Assistant
This figure describes the Cisco Imitv Connection Assistant.
Cisco Unity Connection Assistanl
lcis" "•"'•''YvftiTirmminl
f.«™», . 3„,™, . a.rMv . sam^mtaven . cattm • Pibde<i» * H* .
Depending on the permissions, the user interface can look different.
Ihe Cisco I nih Assistant web tool allows end users to customize how they and their callers
interact with Cisco Unitv Connection by phone. End users can also use Ihe tool to personalize
their Cisco Unity Connection settings—including the recorded greetings and message-delivery
options—and to set up message-notification devices and tocreate private lists.
Access to the Cisco I'niiv Assistant is provided through the Cisco Personal Communications
Assistant (Cisco PCA) website. The end user can change different options, for example:
• Personal preferences control the information about a user onCisco Unity Connection and
some ol the choices end users make for interacting with the system, for example:
Adding alternate spellings ofthe name
Changing the recorded name
Adding alternate names or numbers
— Changing the director) listing status
• End users have several Cisco Unitv Connection passwords: the plume password (PIN), the
password thatthey use to log in to the Cisco PCA website to access the web tools, and
passwords for external serv ice accounts to access Cisco MeetingPlace or Microsoft
Exchange.
Note The Cisco Unity Connection system can be configured to use LDAP authentication for the
Cisco PCA password. If theCisco Unity Connection system isconfigured in this way, end
users cannof use the web interface to change the Cisco PCA password.
End users can enable different greetings and specify how long they want the greeting tobe
enabled.
2-54 Intrcducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc
Cisco Unity Conneclion can send message notifications in the fonn oftext and Short
Message Sen ice (SMS): for example, "Urgent message for Technical Support" or "You
have new voice messages") to email addresses, text pagers, text-compatible mobile phones,
and other devices.
End users can configure personal contacts to store names and numbers for people who arc
not included inthe Cisco Unity Connection directory', including customers, suppliers, and
soon.
Private lists canbe created to sel up groups of voice message recipients. When end users
address a voice message toone of their private lists, all members ofthe list receive the
message.
)2010 Cisco Systems, inc. Overviewof Administratorand End-User Interfaces 2-55

Cisco Unity Connection Inbox
fh is igure describes the functionality ofthe Cisco Unity Connection Inbox.
Cisco Unity Connection Snbox
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_'_*•—*•-_ .
Theaccess to the Cisco Unitv Connection Inbox web tool is provided through theCisco
Personal Communications Assistant website. The Cisco Unity Connection Inbox web tool
contains voice messages and anv message that endusers receive, liy clicking theapplicable
icon oneach Cisco Unitv Connection Inbox page, endusers can sort and delete the messages on
the page, and compose and listen to a voice message.
Note The CiscoUnity Connection fnbox does not refresh the display automatically; end users
must click the Refresh Messages icon to check for new messages.
Personal Call Transfer Rules
This figure describes Personal Call Transfer Rules in the Cisco Unity Connection end-user web
interface.
Personal Call Transfer Rules

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Cisco Unitv Connection can transfer and screen incoming calls according to rules that end users
configure in the Cisco Unity Personal Call Transfer Rules web tool. Cisco Unity Connection
uses apersonal call transfer rule to transfer particular calls to an end user, according to caller
identity, time ofday. and the end-user meeting schedule, or to transfer calls to voice mail or to
another phone number. End users can set rules to transfer calls to aphone number, aseries of
phone numbers, to amail-based paging address, or to send SMS messages.
End users can build very simple personal call transfer rules—for example, to transfer acall
from asingle phone number to voice mail—or create more complex rules by using the
following components:
• Personal contacts list: Cisco Unity Connection uses the personal contacts list toroute
incoming calls, aswell as toplace outgoing calls.
Note End users can manage their personal contacts list in the Cisco Unity Assistant web tool.
• Caller groups: Callers can be organized into groups, in order to apply one rule to multiple
callers without having to recreate the rule multiple times. Caller groups can contain other
Cisco Unity Connection users, system contacts, and personal contacts.
• Personal destinations: End users can create adirectory ofcontact phone numbers to which
Cisco Unity Connection can route incoming calls.
Overview of Administrator and End-UserInterfaces 2-57

Destination groups: End users can organize personal destinations and notification devices
into groups so that Cisco Unity Connection routes calls to each destination in the order lhat
is l.sted until the phone is answered, the caller finishes the call, or the last destination in the
group is reached. 1he order ofdestinations in the group and the length oftime lhat Cisco
Unitv Lonnect.on waits for the phone to be picked up at each destination can be specified
2-58 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems Inc
This figure describes the TUI in Cisco Unity Connection.

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The TUI is the traditional mechanism by which end users interact with votce-mail systems. The
Cisco Unity Connection system prompts are presented to the user offering, lor example, the
opportunity to listen to new. saved, or deleted messages. In add.fon, messages can be sent or
preferences can be changed.
The Cisco Unity Connection TUI overview can be found in the document Cisco Unity
Connection at a Glance: ni,„,ir
http://cisco.com/en/US/does/voice_ip._eomm/connection/lx/user/glance/cards/glncl21o.pdl.
Overview ofAdministrator and End-User Interfaces 2-59

>2010 Cisco Systems, Inc.
Cisco Visual Voicemail
I'his figure describes the feature Cisco Visual Voicema
Cisco Visual Voicemail
End users manage their voice-mail inbox with an

XML application on the phone:
• Must be configured as a phone service on Cisco Unified
• Cisco Visual Voicemail parameters must be configured on
Cisco UnityConnection.
Ihe Cisco Visual Voicemail application is an alternative lo the GUI or TUI End users can use
the screen on the IP phone to work with their voice messages.
Cisco Visual Voicemail allows Ihe user to view alist ofend-user messages and plav messages
from the list. End users can also compose, reply to. forward, and delete messages. *
Cisco Visual Voicemail uses the following:
• AMIDIct: The MIOIe. is installed when updating the Cisco Unitv Connection server to the
release required by Cisco Visual Voicemail.
• Phone sen ice: Aphone service that points to the Ml Diet needs to be configured.
2-60 Introducing Cisco Voice and Unified Communications Administration (ICOMM) • )2010 Cisco Systems, lr
Cisco Unified Presence End-User Interfaces
This topic describes the Cisco Unified Presence end-user web interface.
Cisco Unified Presence End-User

interfaces
• Cisco Unified Presence End User: ]&JLiil!&&LiLL
Cisco Unified Presence User Options

For uitaumfced Lom(rnrn»aani solution!
End users are

synchronized
Cisco Unified Presence User Options from Cisco
Unified CM.
End users in Cisco Unified Presence are synchronized from Cisco Unified Communications
Manager. End users use the Cisco Unified Presence User Options interface to customize
settings, create personal response messages, organize contacts, and send broadcast messages.
Note Users must use Microsoft Internet Explorer version 6.0ora later toaccesstheCisco Unified
Presence UserOptions interface. Ciscodoes notsupportother browsers.
© 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-61
End-User Authentication
This figure describes the end-user authentication inCisco Unified Preser
End-User Authentication
Authentication Requesl
Login on /cupuser
With LDAP authentication

enabled. Cisco Unified Presence
sends the password request
directly to LDAP
Without LDAP authentication,
Manager authenticates the login
requests
Access rights on Cisco Unified
Presence can be customized.
Cisco Unified Presence publisher communicates directly with the Cisco Unified
Communications Manager publisher via the Administrative XME application programming
interface {API) bv using the Simple Object Access Protocol (SOAP) interface.
When first configured, the Cisco Unified Presence publisher performs an initial
sv nchronization oftheentire Cisco Unified Communications Manager user and device
database. All Cisco Unified Presence users areconfigured in the Cisco Unified
Communications Manager End User configuration. During thesynchronization. Cisco Unified
Presencepopulates these users in its database from the Cisco Unified Communications
Manager database and does not prov ideend-user configuration from its administration
interface.
11 a Cisco Unified Personal Communicator user logs in to Cisco Unified Presence and EDAP
authentication isenabled onCisco Unified Communications Manager. Cisco Unified Presence
will go directly to the LDAP server for the Cisco Unified Personal Communicator user
authentication bv using the Bind operation. After Cisco Unified Personal Communicator is
authenticated. Cisco Unified Presence forwards the information to Cisco Unified Personal
Communicatorto continue login.
2-62 IntrcducingCisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Preferences
fhis figure shows the preference settings in fhe Cisco Unified Presence end-user web interlace.
Preferences
. Preferences allow users tomanage personal settings:

. . IP phone Messenger (IPPM) customization like contact filtering, etc.
- Calendar sellings require Microsoft Outlook gateway configuration on
Cisco Unified Presence administration
The IP Phone Messenger Settings allow the configuration ofthe following settings:
• Contact Filtering: Display all contacts oronly online contacts.
. Play Audible Notification (on incoming messages): Plays an audio tone on the IP phone
vvhen a new message arrives.
. PIN Protected: Enable or disable PIN-based protection ofthe IP Phone Messenger (IPPM)
application.
• Session Timeout: Time in minutes after automatically logged out.
• Phone Display Refresh Interval: Time in seconds when Ihe display refreshes the current
screen.
When using aMicrosoft Exchange Server. Cisco IP Phone Messenger enables end users to
receive meeting notifications on their IP phone, and correlates the status of meetings in the
calendar with the current availability status in Cisco IP Phone Messenger.
With Cisco Unified MeetingPlace. administrators can configure Cisco Unified Presence to
connect end users directly to selected meetings without entering any meeting IDs. End users
can view and join meetings directly from the IP phone.
Overview ofAdministrator and End-User Interfaces 2-63

Contacts and Privacy Policies
interfacT" ^^ ^ COn'aC'S ^ ^^ ^'"^ '*" ^ CisC0 Unificd l>rcse"Ce e,ld"user w<*
Contacts and Privacy Policies

• Conlacts can be created or edited.
• Contacts are used for Cisco Unified Personal Communicator or third-party
messaging clients * '
• Privacy Policies enables customized privacy, based on a black orwhite list
separated into internal (same domain] and external (different domain) users.
Aio*r *Jtu«7i. B*ctp(ftoj* nehtiHibta*ed

[Brt*rtu|u «« LidMtO tutflbUHirii4d toUflW mypFBT.n**.)
Pnvacv configuration detemiines who can view current availability. End users have two
required privacy lists {Default and Blocked), and can create the following additional custom
lists:
• Default policj: 1he default policy applies to all watchers who are not included in another
rule. End users cannot assign watchers to the default policy.
• Hlocked policy: Any watcher added to the Blocked policy alvvavs sees end-user status as
unavailable.
• Custom polie>: End users can create multiple custom policies in which thev can define the
associated watchers and devices.
End users can add awhole domain to the Hlocked policy, whereby any requests from users in
that domain will be blocked, provided those users have not been explicitly allowed.
2-64 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Ir
IPPM Broadcast and Response Messages
IPPM Broadcast and Response
Broadcast Messages can be

sent to multiple IPPM users ™
at the same time. .*«•
Response Messages enable
quickanswers for instant „
phonemessages, and can ,.;„,
be enhanced withuser- S"*
defined messages. ,lm,
End users can configure certain message settings for Cisco IP Phone Messenger f™jj *e
Cisco Unified Presence user web interface. Messages can have amaximum of 150 characters
and can be sent tosome orall contacts in the contact list.
End users can create personal response messages to avoid typing atext message each time they
want to send amessage. End users can create up lo 15 personal messages, and the system
administrator can create an additional ten predefined messages. Personal response messages are
always displaved after the messages created by the system administrator.
Overview ofAdminislrator and End-User Interfaces 2-65

© 2010 Cisco Systems, Inc.
Summary
Summary
* End users in Cisco Unified Communications Manager can be added to a

User Group to allow access to the end-user web interface The web
interface can be used to configure the associated device, changeentnes
in the personal address book, and so on.
• Cisco Unified Communications Manager Express allows end users to
configure their end device. Login credentials must be configured from the
U LI.
• Cisco Unity Express offers three different interfaces to manage voice mails
theweb interface, thetelephony userinterface, or Cisco VoiceView
Express
• Cisco Unity Connection also supports a customizable end-user web

interface that can be enabled or disabled with different features, depending
on the CoS. Cisco Unity Express also provides a TUI and Cisco Visual
Voicemail
Cisco Unified Presence user web interfaceallowsend users to manaqe

their privacy settings and Cisco IP Phone Messenger settings.
2-66 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010Cisco Systems, Inc.
Module Summary
This topic summarizes the key points that were discussed in this module.
Module Summary
• Cisco Unified Communications systems include different

administrative interfaces to configure end devices, system
settings, and more, as well as platform maintenance and
tools for troubleshooting and system analysis.
• The components oftheCisco Unified Communications
systems provide different end-user interfaces. These
interfaces allow end users to interact viaGUI, TUI, or IP
phone with the Cisco Unified Communication system and to
customize settings.
References
Eor additional information, refer to these resources:
• Cisco Unified Communicalions Manager Administration Guide, Release 8.0( 1) al:
htlp:/7vvvvAv.cisco.com/en/US/docs/voicejp_comm/cucm/admin/8_0__l/ccmcfg/
bccm-80T-cm.html
• Cisco Unified Communications Manager Express System Administrator Guide at:
http://wA\w.cisco.com/en/US/docs/voice_ip_comrn/cucine/adinin/configuration/giiidt
cmeadm.html
• System Administration Guide for Cisco Unity Connection Release 8.x at:
http://'www,cisco.com/en/US/docs/voicejp_comm/conncction/8x/administralion/
guidc/8\cucsagx.html
>2010 Cisco Systems, Inc Overview of Administrator and End User Interfaces 2-67
2-68 Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Module Self-Check
Use the questions here to review whal you learned in this module. The correct answers and
Ql) When upgrading to anew Cisco Unified Communications Manager release, which
partition is used for installation? (Source: Understanding Administrator Interfaces)
A) swap
B) active
C) inactive
D) common
Q2) What are two ways in which an administrator can check the software and hardware
status in Cisco Unified Communications Manager? (Choose Iwo.) (Source:
Understanding Administrator Interfaces)
A) Cisco Unified Operating System web pages
B) Cisco Unified Serviceability web pages
C) CE1
D) Cisco Unified Communications Manager Administrator web pages
Q3) Where are the GUI files for Cisco Unified Communications Manager Express stored?
(Source: Understanding Adminislrator Interfaces)
A) NVRAM
B) EPROM
C) DRAM
D) flash memory
Q4) "fhe console interface of Cisco Unity Express is typically used for troubleshooting and
maintenance tasks. (Source: Understanding Administrator Interfaces)
A) true
B) false
05) Where can an adminislrator start network services like Cisco Tomcat in Cisco Unity
Connection? (Source: Understanding Administrator Interfaces)
A) Cisco Unity Connection Serviceability
B) Cisco Unitv Connection Administration
C) Cisco Unified Serviceability
D) Cisco Unified OS Administration
Q6) Where are end users configured in Cisco Unified Presence? (Source: Understanding
Administrator Interfaces).
Q7) fo which standard group must end users be added to grant ihem access lo the end-user
web pages? (Source: Understanding Administrator Interfaces)
A) Standard CCM Access
B) Standard CCM Super Users
C) Standard CCMUSER Administration
D) Standard CCM End Users
)2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-69
Q8) Which features cannot he configured by end users in the end-user interlace ofCisco
Unified Communications Manager Express? (Source: Understanding End-User
Interfaces)
A) ring settings
H) password changes
C) speed-dial settings
D| busv lamp settings
Q9) Which statement describes notification devices in Cisco Unity Express? (Source:
Understanding End-User Interfaces)
A) allow administrators to define devices for system alert and log messages
») allow end users to manage destinations for notification schedules
C) allow administrators to create asimple hotline application
D) allow end users to accesstheir voice box
010) \\ hat are two wavs in which end users in Cisco Unity Connection are authenticated?
(Choose two.) (Source: Understanding End-User Interfaces)
A) EDAP server
B) Cisco Unified Communications Manager
C) Cisco Enitv Connection
D) Microsoft domain
OH) Which ofthe following describes abenefit of Cisco IE Phone Messenger response
messages'? (Source: Understanding End-User Interfaces)
A) Response messages are automatically sent to the sender when receiving an
instant message.
B) Response messages enable quick answers for instant phone messages and can
beenhanced with user-defined messages,
C) Response messages can be defined by the adminislrator and broadcast to all
presence users.
D) Response messages are defined bv end users and sent automatically ifthe end
user is signed on lo personal contacts.
Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc,
on C
Q2) A. C
Q3J D
04) A
Q5) C
Q6)
End users are not configured in Cisco Unified Ptesence. Tlicy are synchronized from Cisco Unified
07) D
Q8) D
Q9i B
QIO) A, C
QUI D
,2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-71
2-72 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems,
Module 31
Call Flows in Cisco Unified

Communications Manager and
Manager Express
Overview
IP telephony networks require seamless integration with the public switched telephone network
rem With multiple call paths available, network administrators need to have an m-d P1
understanding ofcall routing in order to control fhe path that ,s taken for aparticular call, and
of course, to control call costs. This module covers call flows ,n C.scc-Unified
Communications Manager and Cisco Unified Communications Manager Express.
Module Objectives
Upon completing this module, you will be able to understand call Hows in Cisco Unified
Colurations Manager and Cisco Unified Communications Manager Express. This ability
. Describe the characteristics of call flows and the associated call legs in Cisco Unified
Communications Manager and Cisco Unified Communications Manager Express
. Describe configuration components (class ofservice. Call Admission Control route lists.
route groups, and so on) that impact call flows in Cisco Unified Communications Manager
. Describe configuration components (class ofrestriction, dial peers, and so on) that impact
call flows in Cisco Unified Communications Manager Express
3-2 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Lesson 11
Understanding Call Flows and

Call Legs
Overview
This lesson provides an overview of call flows and call legs in Cisco Unified Communications
Manager and Cisco Unified Communications Manager Express.
Objectives
Upon completing this lesson, you will be able to describe the characteristics of calljlows and
the associated call legs in Cisco Unified Communications Manager and Cisco Unified
Communications Manager Express. This ability includes being able to meet these objectives:
• Describe the Cisco Unified Communications Manager callflows and call legs
• Describe the Cisco Unified Communications Manager Express call flows and call legs
Cisco Unified Communications Manager Call
Flows and Call Legs
Phis topic describes the Cisco Unified Communications Manager call flows and call legs
• Before sending packets, IP phones will query the DNS server

to resolve the IP address of the Cisco Unified
IP Phone
11 DNS
and Respon
Cisco Unified Communications Manager can use either IP addresses or names to refer to other
IP devices in application settings. When names are used, they need to be resolved to IP
addresses by a Domain Name Svstem (DNS)server.
Both methods have some advantages:
• Using If addresses: The system does not depend on a DNS server. This situation prevents
loss of sen ice when the DNS server cannot be reached. When a device initiates a
connection, the time that is required to establish fhe connection is shorter because no name
resolution is required (i.e.. a DNS lookup sent to die DNS server, and a DNS reply sent
back from the server are not required). IJy eliminating the need for DNS, there is no danger
oferrors that are caused by incorrect configuration ofthe DNS. Troubleshooting is
simplified because there is noneed to verily proper name resolution.
• Using DNS: Management issimplified because logical names are simpler to process than
32-bit addresses. IfIP addresses change, there is no need to modify the application settings
because thev can still use the same names. Only the DNS server configuration must be
modified inthis case. IP addresses ofCisco Unified Communications Manager servers can
betranslated toward IP phones because the IPphone configuration files do notinclude the
original server IP address (which should appear differently to the IPphone), but rather
include names. As long as these names are resolved to the correct (translated) address when
DNS requests have been sent outby IP phones. Network Address Translation (NAT) is not
a problem.
In general, because ofthe additional point of failure lhat iscaused by configuration errors or
because of unavailabilitv ofthe service, the recommendation is not lo use DNS with Cisco
UnifiedCommunications Manager.
The figure illustrates acall between Cisco Unified Communications Manager-controlled IP
phones where DNS is used.
Before the IP phone can communicate with Cisco Unified Communicalions Manager, it must
resolve the name ofthe sener. The IP phone obtains the name ofthe server from the
configuration file, which was downloaded from aTFTP server. Signaling messages can bt
exchanged between the IP phone and Cisco Unified Communications Manager only after the
name ofthe sener hasbeen obtained.
©2010 Cisco Systems, Inc.
Call Flows in Cisco Unified Communications Manager and Cisco Unified Communicalions Manager Express
SCCP Call Flow Without DNS
This_figure illustrates aSkinnv Client Control Protocol (SCCP) call flow between Cisco
Unified Communications Manager-controlled IP phones where aDNS server is not used.
No extra step (DNSlookup)

Higher availability
No dependency on the DNS server
The recommendation is to remove DNS reliance
Some implementations may require DNS. for example, integration with
IP Phone A
IP Phone B
When IPaddresses are used instead of DNS names for the Cisco Unified Communications
Manager servers, ihe need for the extra step ofDNS resolution is eliminated. The signaling
session can bo set up immediate!} and calls can beprocessed even if the DNS service is not
available, fherefbre. the recommendation is to remove DNS reliance.
Note Some Cisco Unified Communications Manager implementations may require a DNS server;
for example, when integrating Cisco Unified Communications Manager with Cisco Unified
Presence Server
In order to diange the default hehav ior ofusing DNS. perform the following steps for each
Cisco Unified Communications Manager server inthe cluster:
1. In Cisco I'niiied Communications Manager Adminislralion, go lo System >Server.
2. Select the first (next) available server from the list ofCisco Unified Communications
Manager servers.
3. Change the server name to ihe IP address ofthe server and save the changes.
By default, hostnamcs are also used in IP phone URLs. When DNS reliance hostnamcs are used
in these phones. UREs must also be replaced by IP addresses. Enterprise Parameters in Cisco
Unified Communicalions Manager Administration are used lo configure the IP phone URLs.
Intrcducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8.0 ©2010 Cisco Systems. Inc
Centralized Remote Branch Call Flow
This figure shows the call flow between IP phones in different branch locations in acentralized
Cisco Unified Communications Manager deployment.
Centralized Remote Branch Call Flow
• Call flow between IPphonesin branch locations:

Signaling to Cisco Unified Communications Manager
- Media uses direct path between IP Phones
1) S'gna-ing Prolcco
2'. P i P N-'eosa Path
The signaling (SCCP) traffic must traverse the IP WAN from the branch IP phones to the Cisco
Unified Communicalions Manager inthe headquarters (HQ inthe figure).
After signaling communication is established, the IP phone user can make acall. The Real-
Time Transport Protocol (RIP) media stream uses the direct path between IP phones from
branch to branch.
3-7
Call Flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
Centralized Architecture PSTN Backup Call Flow
When the IP WAN route fails in acentralized Cisco Unified Communications Manager
deployment. IP phones in remote branches arc no longer usable. This figure shows apublic
switched telephone network (PSTN) backup path to the IP WAN.
Centralized Architecture PSTN Backup
Gateway supports PSTN access via SRST

Cisco Unified Communications Manager canbeconfigured with a
PSTN backup route via gateways
Call Forward Unregistered (CFUR)
Ifthe primary IPWAN routefails, callsare rerouted overthe
secondary PSTN route
In acentralized Cisco Unified Communications Manager deployment with multiple remote

sites across the IP WAN. a centralized call processing model consists ofa centralized Cisco
Unified Communications Manager cluster that provides services for many sites and uses the IP
WAN to transport IP telephonv traffic between the sites.
When the IP WAN route fails, branch IP phones cannot reach the central Cisco Unified
Communications Manager. Therefore, remote IP phones are no longer registered with Cisco
Unified Communications Manager and calls will no longer work.
Cisco Unified Communications Manager can be configured with aPSTN backup route via
Cisco gatewavs. IfThe primary IP WAN route fails. Cisco Unified Communications Manager
reroutes calls over the secondary PS'l Nroute. To route calls via the PSTN for unregistered IP
phones. Cisco Unified Communications Manager can be configured using the Call Forward
Unregistered (CFUR) feature.
At the remote branch, ihe Cisco Unified Survivable Remote Site Telephony (SRST) feature,
which is available in Cisco IOS gatewavs. provides call processing services to remote IP
phones during an IP WAN outage. When the IP WAN is down, the IP phones at the remote
branch office can register to the branch SRS f router. The SRST router can process calls
between registered IP phones and can send calls lo other sites through the PSTN. When
implementing the multisite WAN model with centralized call processing, consider the
following guidelines:
• Maximum of 1000 locations per Cisco Unified Communications Manager cluster.
• Maximum of1100 H.323 dev ices (gateways, multipoint control units, trunks, and clients)
or 1100 Media Gatewav Control Protocol (MCiCP) gateways per Unified Cisco Unified
Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Minimize delav between Cisco Unified Cisco Unified Communications Manager and
remote locations toreduce voice cut-through delays.
There is no limit to the number of IP phones at each individual remote branch. However,
the capability that is provided by the SRST feature in the branch router limits the number of
IP phones controlled by each router. For example, on aCisco 3845 Integrated Series
Router amaximum of 720 Cisco IP phones arc supported during WAN outrage or tailovcr
to SRST. The maximum number ofIP phones is platform-dependent.
Use the location-based Call Admission Control (CAC) mechanism in Cisco Unified
Communications Manager to provide CAC into and out of remote branches. Cisco Unified
Communications Manager can support amaximum of 30,000 IP phones per cluster when
Cisco Unified Communications Manager runs on the largest supported server. Resource
Reservation Protocol (RSVP)-based CAC between locations can be used to support
networks that are partly and fully meshed, or networks that are fully meshed.
3-9
i 2010 Cisco Systems. Inc.
Call Flows in Cisco Unified Communications Manager and Cisco Unified Communicalions Manager Express
Centralized Architecture PSTN Backup Considerations
The figure lists some considerations that must be handled when implementing PSTN backup in
a centralized Cisco Iinified Communications Manager architecture
Centralized Architecture P^
Considerations
• Cisco Unified Communications Manager reroutes calsover secondary

PSTNroutes when the pnmary IP WAN route fails;
Internal telephony numbering scheme is not valid on the PSTN
There is only E 164 numbering onlyon the PSTN
Internal site codes dialed are transparently modified to E. 164numbers
User does not need to redial
Support fora variety ofgateway signaling protocols
Peer-to-peer with H 323 or SI P
Gatewaycontrol using MGCP or SCCP
Remote gatewaysare required to control IPphones whenthe central
CiscoUnified Communications Manager is not reachable.
Cisco Unified SRST
Cisco Unified Communications Manager Express SRST
The following items must be considered when implementing PSTN backup:

• During an IP WAN failure. Cisco Unified Communicalions Manager reroutes calls over
secondary PSTN routes. Because the PS'l Nsupports only F. 164 numbering, the internal
telephony numbering scheme is not valid on the PSTN.
• One option is for the userto redial the full H. 164 number afteran IP WAN failure, ['his
option is not the preferred solution.
• Abetter solution is for Cisco Unified Communications Manager to transparently modify
the dialed internal site codes to full F. 164 numbers before using the secondary PSTN route.
Ibis procedure means that the userdoes not need to know the full H. 164 number and no
redial is necessary vvhen the primarv IP WAN fails.
• Cisco Ijfiiied Communications Manager support for various Cisco gateway signaling
protocols: 11.323 or Session Initiation Protocol (SIP) prov ides peer-lo-pcer communication
with gateway s and other Cisco IInified Communications Manager clusters orCisco Iinified
Communications Manager Express. Cisco IInified Communicalions Manager can control
Cisco Voice Gate wavs and PSTN links using MGCP or SCCP.
• Because Cisco Unified Communications Manager is not reachable, no calls can originate or
terminate on remote IP phones. The remote Cisco gateways arc required locontrol IP
phones when the central Cisco Unified Communications Manager isnot reachable. The
following Cisco Voice Gateway features support control of IP phones:
— SRS I
— Cisco I. nified Commtinications Manager Fxpress SRST
Distributed Architecture Call Flow
This figure shows the call fiow in adistributed Cisco Unified Communicalions Manager
deployment. ^^^^^^^^^^
Distributed Architecture Call Flow
IP phone signaling to local Cisco Unified Communications Manager cluster

Intercluster trunk <ICT) signaling between Cisco Unified Communications
Manager clusters
Media uses direct path between IP phones
Remote 1
Main 1
IP Phone B
IP Phone A
RTP Medi<s Pain
If adistributed call-processing model is more suitable for the business needs ofacustomer, the
choices include installing a Cisco Unified Communications Manager cluster at the remote
branch or running Cisco Unified Communicalions Manager Express on the branch router.
"Fhis figure shows the call flow between IP phones in different branch locations in adistributed
Cisco Unified Communications Manager deployment. Fach (large) remote site has its own
Cisco Unified Communications Manager cluster. IP phones ateach site are controlled by the
local cluster: SCCP signaling is used to the local Cisco Unified Communications Manager
cluster (not across the IP WAN).
When calling between sites, inlerclusler trunk (ICT) signaling is used between Cisco Unified
Communications Manager clusters. The RTP media stream uses the direct path between IP
phones from branch to branch.
In the distributed call-processing model, Cisco Unified Communications Manager.
applications, and digital signal processor (DSP) resources may be located al each site, fhe IP
WAN onlv carries signaling traffic for intersite calls, but signaling traffic for calls within asite
remains local tothe site. Therefore, the amount ofsignaling traffic between sites isreduced
compared to a centralized call-processing model.
With the use ofgatekeepers, adistributed call-processing model can scale to hundreds ol sites.
Italso provides transparent use ofthe PSTN when the IP WAN is unavailable.
In a multisite centralized call model. Cisco Unified Communications Manager Administration
iscentralized. The multisite centralized call model is simpler compared toa multisite
distributed call-processing model where multiple clusters must be administered separately.
3-11
© 2010 Cisco Systems, inc
Distributed Architecture Considerations
Ihe figure lists considerations for implementing adistributed Cisco Unified Communications
Manager architecture.
• Similar requirements to central architecture

- Support for a vanety ofgateway signaling protocols
• Each mam location has a Cisco Unified Communications
Manager cluster
Cluster controls local IP phones
* Support for variety ofintercluster signaling protocols
Interclustertrunk (ICT)
SIP
H 323
* Callsare rerouted over secondary routes (PSTN) when the

primary IP WAN route fails
Internal telephony numberng scheme is not valid on the
There is only E 164 numbering on the PSTN
The following items must be considered when implementing Cisco Unified Communications
Manager in a distributed architecture:
• Cisco Unified Communications Manager supports s variety ofgateway signaling protocols

for connecting to gateway sat remote sites, for example 11.323 and SIP. Gateways include
Cisco IOS routers. Cisco [inified Communications Manager. Cisco Unified
Communicalions Manager Fxpress. and third-party solutions.
• lypieally there is a Cisco Unified Communications Manager cluster ateach main location,
such as central data center sites. Fach Cisco Unified Communications Manager cluster
controls a separate group of IP phones,
• Between Cisco [ milled Communicalions Manager clusters, there are several intercluster
signaling protocols to choose from:
— ICT
— SIP
— IF323
• When the primary IP WAN route between Cisco Unified Communicalions Manager
clusters fails. Cisco Unified Communications Manager can be configured to reroute calls
over secondary (PSl'N) routes. In this scenario, any internal abbreviated telephony
numbering scheme is not valid. Ihe PSTN numbering plan isdesigned around F.164.
Distributed Architecture PSTN Backup Call Flow
When the IP WAN route fails in adistributed Cisco Unified Communications Manager
dlplovment. aPSTN backup path can be used. This figure covers the PSTN call flow in a
distributed Cisco Unified Communications Manager architecture.
Distributed Architecture PSTN Backup

Call Flow
If the primary IP WAN route fails, Cisco Unified Communications

Manager can reroute calls over secondary routes (PSTN):
• Gateways provide PSTN access
• Valid number is required on the PSTN
;. Remote
IP Phone B
IPPhoneA WAN Failure
In adistributed Cisco Unified Communications Manager architecture, ifthe primary IP WAN

route fails. Cisco Unified Communications Manager can reroute calls over secondary routes
(PSTN).
Cisco gatewav sprovide access to the PSTN via analog or digital links. Remember lhat E. 164
numbering is required on the PSTN.
) 2010 Cisco Systems. Inc
PSTN Backup Path Selection
This figure covers PSTN backup path selection in adistributed Cisco Unified Communications
Manager architecture.
PSTN Backup Path Selection
• Depending onthe calling device, different paths can beselected to

reach the same destination.
• Asecondary path can beused when the primary path isnot
available
Acall can betransparently rerouted over the PSTN durinq an IP

WAN failure
Concepts of route pattern, route list and route groups are used.
Digit strings may require modification.
Abbreviated on-net calls between sites may need to be expanded
to full E.164 numbers when rerouted over the PSTN.
Remote gateways are not required to control IP phones.
IPphones are still controlled by the localCisco Unified
In adistributed Cisco Imilled Communications Manager architecture the PSTN backup path
selection can be based on the calling device. Cisco Unified Communications Manager can be
configured to have different paths available to reach the same destination that may be selected
based on the calling device,
Asecondary path can be used when the primarv IPWAN path isnot available as follows:
• Acall can be transparently rerouted over the PSTN during an IP WAN failure.
• Route pattern, route list, and route groups provide call routing flexibility.
Digit strings mav require modification. Abbreviated on-net calls between siles may need to be
expanded to full F.164 numbers when rerouted over the PSTN.
Note Remote gateways arenot required to control the branch IP phones because the local Cisco
Unified Communications Manager cluster confrols theIP phones.
Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc
AAR Call Flow
This section describes the call flow for automated alternate routing (AAR).
AAR Call Flow
• The IP WANis fullyoperational.

• CAC blocks a call over the IP WAN.
• The call is automaticallyrerouted over the PSTN.
- Alternatively. Call Forward NoBandwidth can be set.
Main
Signaling | \
R'oiovol
' Signaling
-ruined
IP Phone A Main I ""' Remote 1 IPPhone B

Main 1 CAC Max. Calls
Reached
To avoid oversubscribing WAN links with voice traffic and causing deterioration ofthe quality
ofestablished calls. CAC is used to limit the number ofcalls between the sites. Centralized
call-processing models can take advantage of AAR features. AAR allows Cisco Unified
Communications Manager to dynamically reroute acall over the PSTN ifthe call is denied
because of CAC as follows:
• AAR allows calls tobererouted through the PSTN by using an alternate number when
Cisco Unified Communications Manager blocks a call due to insufficient location
bandwidth. With AAR. the caller does not need tohang up the phone and redial the called
partv. Without AAR. the user would gel areorder tone and the IP phone would display the
"Not enough bandwidth" message.
• AAR applies to centralized call-processing deployments. For instance, ifatelephone in a
company headquarters calls atelephone in branch Band the available bandwidth for the
WAN link between the branches is insufficient (as computed by the mechanisms at the
locations). AAR can reroute the call through the PSTN. The audio path ofthe call would be
IP-based from ihe calling phone to its local (headquarters) PSTN gateway, time-division
multiplexing (TDM)-based from that gateway through the PSTN to Ihc branch Bgateway,
and IP-based from the branch B gateway to the destination IP phone.
• AAR is transparent to users. It can be configured so that users dial only the on-net directory
number. For example, all that is required to reach the destination is the four-digit number of
the called phone. No additional user input is required to reach the destination through the
alternate network, such as the PSTN.
3-15
>2010 Cisco Systems, Inc
In the preceding example, acall is placed from phone Ato phone B, but the locations-based
CAC denies the call due to insufficient bandwidth. Cisco Unified Communications Manager
now automatically composes the required route pattern to reach phone Bvia the PSTN and
sends the call off-net.
3-16 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v80 ©2010 Cisco Systems.Inc.
AAR Characteristics
This section describes the characteristics of AAR.
AAR Characteristics
- Provides a fallback mechanism for callsdenied byCall

Admission Control (CAC) and reroutes the calls over the PSTN.
- Only works for locations-based CAC
- Only works for calls placed to internal directory numbers
- AAR supportsthe following callscenarios:
- Call originates from an IP phone within one location and
terminates at an IP phone within another location.
- Incoming call through a gateway device within onelocation
terminates at an IP phone within another location.
• AAR destination mask can be configured per device toreroute
calls to other phone numbers, such as cell phones.
- Call Forward No Bandwidth (CFNB).
- Forward to voice mail can be configured per device to
reroute callsto voice mail.
» AAR does not work with SRST.
- Not activated by WAN failure
The characteristics of AAR are as follows:

• AAR provides amechanism for calls that are denied by Cisco Unified Communications
Manager -based CAC or RSVP-enabled locations-based CAC by rerouting calls over the
PSl'N in the event of CAC failure.
• AAR only works for calls placed to internal directory numbers. It does not apply to calls
placed to route patterns or feature patterns such as Mcct-Me or Call Park. However it does
work for hunt pilots and computer telephony interface (CTI) ports. These entities can be
configured with an AAR group and an AAR calling search space (CSS).
• The alternate number that is used for the PSTN call iscomposed ofthedialed number, a
prefix that is configured per AAR source and destination group, and the external phone
number mask of the called device.
• Alternatively, calls can be routed to voice mail or an AAR destination mask can be
configured per device, which allows any number to be used for arerouted call. The number
lhat is specified at the AAR destination mask is also known as the Call Forward No
Bandwidth (CKNB) destination.
Note AAR isa Cisco Unified Communications Manager fallback mechanism for calls thatare
denied by locations-based CAC or RSVP-enabled locations-based CAC. It does not apply to
calls denied by external gateways due toexceeding theavailable oradministratively
permitted number of channels or to calls that have been rejected on trunks (for example, on
gatekeeper-controlled H.225 or intercluster trunks). If such calls fail for any reason, route
lists and route groups provide additional fallback mechanisms.
) 2010 Cisco Systems, Inc.
Call Flows inCisco Unified Communications Manager and Cisco Unified Communications Manager Express
AAR supports the following call scenarios:
• Acall originates from an IP phone within one location and terminates at an IP phone within
another location.
• An incoming call through agateway device within one location terminates at an IP phone
within another location.
AAR docs not work with SRST for the following reasons:
• AAR isnot activ ated by WAN failures, but only after CAC denies a call,
• If the AAR-composed number results in anumber with Ihe same area code as the gateway.
typically the area code must not be dialed. In order to solve this problem, atranslation
pattern can be created that strips offthe area code before dialing the AAR-composed
number,
• Depending on the dial plan implementation and the type of calls (international, multiple
countries, and so on), additional modifications might be required.
• AAR does not support CTI route points as the origin or destination of calls.
• AAR is not compatible with Cisco Extension Mobility for users who roam to different
sites.
• For off-net calls to the PSIN. telephony administrators may configure the access point to
the public network near the call origin or near the call destination. Access to the PSTN near
the call origin is referred to as headend hop-off (IIPTIO). Access to the PSTN near the call
destination is referred to as tail-end hop-off (TF.HO). When using THI10. it is important to
configure the AAR CSS so lhat the local gateway is always used for calls being rerouted
using AAR. Othenvise calls will fail, because the call leg lo the (remote) PSIN gateway
again runs into the same issue as the initial call. The call needs to go over the IP WAN."
which typically means it goes out ofthe location ofthe originating phone. This route is not
possible because there is no bandwidth thai is lelt for the location, which is the reason why
the initial called resulted in a CAC failure.
3-18 Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc.
Call Flows and Call Legs
This topic describes the call flows and call legs in Cisco Unified Communications Manager
Lxpress.

Manager Express Call Flow
• Cisco Unified Communications Manager Express uses dial

peers to establish logical connections, or call legs, to
complete an end-to-end call.
« Adial peeris an addressable call endpoint.
- POTS dial peersconnect to a traditional telephony
network.
- VoIP dial peers connect overa packet network.
- IP phones are POTSdial peers.
• Dial peers are defined foroutgoing destinations.
• Defaultdial peer for incoming calls.
- Additional inbound dial peers may be configured.
For calls to fiow correctly through the Cisco Unified Communications Manager Express, the
administrator must have a good understanding ofthe following:
• The locations ofthe telephony edge devices
• The types ofconnections lhat need to be made between these devices
• The telephone numbering scheme that is to be applied to the devices
Cisco Unified Communications Manager Express uses dial peers toestablish logical
connections to complete an end-to-end call between devices. These logical connections are
referred to as call legs.
Fach dial peer is an addressable call endpoint. The type of dial peer is dependent on the actual
connection as follows:
• When using atraditional telephony connection, the plain old telephone service (POTS) dial
peer must be used.
• When connecting via an IP packet network, a VoIP dial peer is used. Additional dial peer
tvpes are available for connectivity to other network types. Other dial peer types include
Voice over Frame Relay (VoFR). Voice over ATM (VoATM), and Multimedia Mail over
lP(MMolP).
Dial peers are defined for outgoing destinations. Multiple dial peers may exist in the same
Cisco Unified Communications Manager Express and are matched based on destination
matching criteria.
When an IP phone is configured in Cisco Unified Communicalions Manager Express, the

sy stem automatically creates avirtual voice port thai represents the line (slate) on the phvsical
IP phone. Internally. a POTS dial peer isused for routing calls to the line extension number
(virtual voice port), h may seem unusual that a POTS dial peer is used for an IP phone. The
reason is that an IP phone behaves in an identical manner to traditional analog telephonv
devices. However, instead ofaphysical voice port, avirtual voice port is used.
Adefault dial peer is automatically available for matching incoming calls. Additional inbound
dial peers may be configured when it is necessary to apply different characteristics to different
inbound calls.
Cisco Unified Communications Manager Express Call Legs
This section describes Cisco Unified Communications Manager Express call legs.

Manager Express Call Legs
These dial peers are used for inbound and outbound call legs:
• VoIP
• POTS
Inbound Outbound
POTS Call Leg VoIP Call Leg
Inbound Outbound
VoIPCall Leg POTS Call Leg
r Cisco Unified Cisco Unified

PBX
PBX
Communications Communications
Manager Express Manager Express
Dial peers are used for both inbound and outbound call legs. Dial peers are used to identify call
source and destination endpoints and lo define the characteristics lhat are applied to each call
leg in the call connection. Adial peer is associated with each call leg. Attributes that are
defined in adial peer and applied to ihe call leg include the codec, quality ofservice (QoS).
voice activity detection (VAD). and fax rate.
It is important to remember lhat these terms are defined from the perspective of the Cisco
Unified Communications Manager Express router as follows:
• An inbound call leg originates when an incoming call arrives at the Cisco Unified
Communicalions Manager Express router.
• An outbound call leg originates when an outgoing call is placed from the Cisco Unified
Communications Manager Express router.
Forinbound calls from a POTS interface thataredestined for the packet network, the router
matches aPOTS dial peer for the inbound call leg and avoice-network dial peer, such as VoIP.
for the outbound call leg.
For inbound calls from the packet network, the router matches a VoIP dial peer to terminate the
inbound VoIP call leg and aPOTS dial peer for the outbound call leg. Dial peers that define the
characteristics ofapacket network connection are sometimes referred to as voice-network dial
peers.
3-21
POTS Dial Peers
This section describes a POTS dial peer.
Configuration for dial peer 1 on Cisco Unified Communications

Manager Express:
BranchHaorifiaure t >_=iE!iri,) I
Branchl(config)#aiai -peei voice 1 pots
Branchl(coBfig-dialpeer)#dsstiiiation-p*ii,=.ri1 nrn
BranchKconfig-dialpeer)#por; i.'O/C
Branchl(config-Dialpeer)isnd
For calls to extension 7777

Branch 1 matches outbound POTS dial peer 1and forwards
calls to voice port 1/0/0
. Dial Peer 1
Voice Port
;ts-r-.
1«WQ Cisco Unified
Communications
Manager Express
Extension 7777 Branch 1
This figure illustrates a POTS dial-peer configuration on a Cisco Unified Communications

Manager Express router,
fhe dial-peer tv pc will be specified as POTS because the edge device (extension 7777) is
directly connected to avoice port. The signaling must be sent from this port to reach the device.
There are two basic parameters that need to be specified for the device as follows:
• The telephone number
• The voice port
Calls to extension 7777 arriv ing at ihe branch 1Cisco Unified Communications Manager
Express will match ihe outbound PO'l Sdiai peer I. The matching criterion is the destination
pattern of 7777. Dial peer 1isconfigured to forward calls to voice port 1/0/0.
When a PBX connects to the voice port, arange oftelephone numbers can be specified, lor
example, lo match the range of4-digil extension numbers starting with 7 that are connected to
voice port 0/1/0. a dial peerconfiguration would be as follows:
dial-peer voice 2 pots
destination-pattern 7...
port 0/1/0
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc
VoIP Dial Peers
This section describes a VoIP dial peer.
VoIP Dial Peers
Forcallsfrom extension 7777to extension 8888:

• Branch! matches the outbound VoIP dial peer 2tobranch 2(10.18.0.1).
• Branch2 matches the inbound defaultdialpeer.
• Branch 2matches the outbound POTS dial peer 3tothe PBX.
Bronch2(config)#dial-peer voice 3 pots
Branch2(conf ig-dial-peer) ltdestination pattern 8.
Branch2(config-dial-peer)#forward-digits all
Br«nch2(conflg-dlal-peer)ttport 1/0/0
Dial Peer 2
Branch 1 Branch 2
10.180.1 PBX Extension 88S8

Extension 7777
Branchl(config)#dial-peer voice 2 voip
Bronchi(config-dial-peer)idestination pattern 8.
Bronchi(config-dial-peer)#EeBflion target ipv4:11
The figure illustrates an example VoIP dial-peer configuration on aCisco Unified

Communications Manager Express router.
Cisco Unified Communications Manager Express administrators must know how to identify the
far-end voice-enabled device that will terminate the call. In asmall network environment, the
device may be the IP address ofthe remote device. In alarge environment, identifying the
device ma'v mean pointing to aCisco Unified Communications Manager, Cisco Unified
Communications Manager Express, or gatekeeper for address resolution, and then CAC lo
complete the call.
For calls from extension 7777 toextension 8888, use the following configuration:
• On the branch 1Cisco Unified Communications Manager Express, the dial-peer type will
be specified as VoIP because the remote device to reach extension 8888 is reachable across
a packet network.
• The branch 1Cisco Unified Communications Manager Express matches the destination
pattern of8... ofthe outbound VoIP dial peer 2.
• Dial peer 2is configured to send signaling lo the branch 2Cisco Unified Communications
Manager Express (at IP address 10.18.0.1).
• Calls arriv ing atbranch 2 will match the default dial peer (inbound).
• The branch 2 Cisco Unified Communications Manager Express will then search for
outbound dial peer matches. In this case, the outbound POTS dial peer 3to PBX is amatch.
The call will be forwarded to voice port 1/0/0.
3-23
Matching Inbound Dial Peers
••hissection describes configurable parameters that are used for matching inbound dial peers.
Matching inbound Dial Peers
Configurable parameters used for matching inbound

dial peers:
• incoming called number Definesthe called numberor Dialed
Number Identification Service {DNIS) string
Applies to VoIP, POTS T1/E1 CAS, and ISDN dial peers
• answer-address Defines the originating calling numberorAN)
string
Applies to VoIP, POTS T1/E1 CAS, andISDN dial peers
• destination pattern- Uses the calling number{originating orAN I
string) to match the Incoming call leg lo an inbound dial peer
• port Attempts to match the configured dial-peer port
to the voice port that isassociated with the incoming call
POTS dial peers only
When determining how inbound dial peers are matched on aCisco Unified Communications
Manager Fxpress router, ii is important to note whether the inbound call leg is matched to a
POTS orVoIP dial peer. Matching occurs in the following manner:
• Inbound POTS dial peers are associated with the incoming POTS call legs ofthe
originating router or gatewav.
• Inbound VoIP dial peers are associated with the incoming VoIP call legs ofthe terminating
router or gatewav.
When aCisco IOS router or gatewav receives a call setup request, it looks for adial-peer match
lorthe incoming call. This match is nota digit-by-digit match. Instead, (he router uses the full
digit string that is receiv ed in the setup request for matching against the configured dial peers.
Information elements lhat are sent in the call setup message and physical port are matched
against configurable dial-peer command attributes. These elements arcas follows:
• Called number Dialed Number Identification Service (DNIS): DNIS isthe call destination
dial string, and it isderived from the ISDN setup message orchannel associated sianalin*
(CAS) DNIS.
• Calling number Automatic Number Identification (ANl): ANI is anumber string that
represents the origin, and it isderived from the ISDN setup message orchannel associated
signaling (CAS) ANI. The AN! is also referred to as the calling line ID (CUD).
• Voice port: Voice port represents the POTS physical voice port.
The router orgatewav matches the call setup parameters inthe order thai is listed here:
I. The router orgatewav- attempts to match the called number ofthe call setup request with
the configured incoming called-number parameter ofeach dial peer.
3-24 Introducing Cisco Vorce and Unified Communications Adminislralion (ICOMM) v8 0 ©20IOCisco Systems. Inc.
2 If amatch is not found, the router or gateway attempts to match the calling number ofthe
call setup request with the answer-address parameter ot each dial peer.
3 If amatch is not found, the router or gateway attempts to match the calling number ofthe
call setup request to the destination-pattern parameter ot each dial peer.
4 The voice port uses the voice port number that is associated with the incoming call setup
request to match the inbound call leg to the configured dial-peer port parameter.
5. Ifmultiple peers have the same port that is configured, the router or gateway matches the
first dial peer that isadded to the configuration.
6. Ifamatch is not found in the previous steps, the default is dial peer 0.
Because call setups always include the DNIS information, it is recommended to use the
incoming called-numbcr command for inbound dial-peer matching. Configuring the incoming
called-number command is useful for acompany that has acentral call center that provides
support for anumber of different products. Purchasers of each product get aunique toll-lree
number lo call for support. All support calls are routed to the same trunk group destined for the
call center When acall conies in. the computer telephony system uses the DNIS to fiash the
appropriate message on the computer screen ofthe agent to whom the call is routed. The agent
will then know how tocustomize the greeting when answering the call.
The calling number ANI is used wilh the answer-address command when you want to match
calls that are based on the originating calling number. For example, when acompany has
international customers who require foreign-language-speaking agents to answer the call, the
call can be routed to the appropriate agent based on the country ofcall origin.
The calling number ANI is used with the destination-pattern command when the dial peers
are set up for two-wav calling. In acorporate environment, the head office and the remote sites
must be connected. As long as each site has aVoIP dial peer configured to point to each site,
inbound calls from the remote sitewillmatch against that dial peer.
~ 3-25
Default Incoming VoIP Dial Peer
This section describes the inbound default dial peer 0capabilities.
Default Incoming VoIP Dial Peer
Ifthere is no dial peer match, use the default dial-

peer 0.
Dial peer 0 default capabilities:

• Any codec is supported
• VAD is enabled
• DTMF relay is disabled
• Fax relay is disabled
• DSCPAF31 signaling
- DSCP EF media
• No RSVP support
When amatching inbound dial peer is not found. Cisco Unified Communicalions Manager
t:\press routerresorts in the default dial peer.
Default dial peers are used for inbound matches only. They are not used tomatch outbound
calls thatdo not have a dial peerconfigured.
fhe default dial peer is referred to as dial peer 0: it cannot be modified and is not displayed
with any slum commands.
Dial peer 0 lor inbound VoIP peers has die following settings:
• Any codec is supported.
• QoS parameters lor signaling are differentiated services code point (DSCP) Al 31 and for
media. DSCP I.f for media.
• VAD is enabled.
• RSVP is not supported.

• The fax rate isset to voice and the fax relay is disabled.
• There is no interactive voice response (IVR) application support.
The default dial peer 0 will fail to negotiate nondefaull capabilities orservices.
When the default dial peer is matched on a VoIP call, the call leg lhat is set up in the inbound
direction uses any supported codec for voice compression that is based on the requested codec
capability coming from the source router.
3-26 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc
When adefault dial peer is matched, the voice path in one direction may have different
parameters than the voice path in the return direction. This difference in voice path parameters
mav cause one side ofthe connection to report good quality voice while the other side reports
poor quality voice. For example, the outbound dial peer has VAD disabled, but the inbound call
leg is matched against the default dial peer, which has VAD enabled. VAD would be on in one
direction and off in the return direction.
When the default dial peer is matched on an inbound POTS call leg, there is no default IVR
application with the port. As aresult, the user gets adial tone and proceeds with dialed digits.
3-27
© 2010 Cisco Systems. Inc
CallFlowsin Cisco Unified Communications Managerand Cisco Unified Communications ManagerExpress

Matching Outbound Dial Peers
This section describes how gateways match outbound dial peers.
Matching Outbound Dial Peers

dial-peer v oice 911 pots
deatinatio n-pattern
Outbound dial peers forward-di qits all
911
are selected by the port 0/0/0 23
dial-peer v Dice
longest destination 9911
d e a t i n a t i o n-pa t t a r n
pots
9911
pattern match: £orward-di gits 3
port 0/0/0 23
* PSTN access code 9 dial.peer v sice 97 pots
• Emergency 911 calls d e a t i n a t i o n-pa t t e r n 9 [2-91
port 0/0/0 23
• 7-digit local calls dial-peer v ice 98 pote
d e a t i n a t i o a-pa t t e r n 9112-91 . . [2 9} . . . . . .
• 11-digit long distance port 0/0/0 23
calls
dial-peer v ice 91800 pots
• 11-digit toll-free calls deatinatio i-pa ttern 91800
port 0/0/0 23
• Variable length forward-digits 11
international calls dial-peer vc ica 9011 potfl

destiaatio -pa t t e r n 9011T
prefix Oil
port 0/0/0 23
The figure shows a possible Cisco Unified Communications Manager f.xpress configuration for
the North American Numbering Plan (NANP). Outbound dial peers arematched as follows:
• For emergency 911 calls (without PSTN access code 9).all dialed digits (911) are
forwarded to the PS IN:

destination-pattern 911
forward-digits all
port 0/0/0:23
• for emergency 99! I calls, onlv 3-digits (911) are forwarded to the PSTN:
port 0/0/0:23
forward-digits 3
• l:or local 7-digit calls (with PSTN access code 9). the user dials 9 followed by a 7-digit
local number. Only the 7-digit local number is forwarded to the PSTN:
destination-pattern 9[2-9]
port 0/0/0:23
forward-digits 7
• for 11-digit long-distance calls (with PSl'N access code 9).the user dials 9 followed by an
1l-digit long-distance number. Onlv the 11-digit long-distance numberis forwarded to the
PSTN:

destination-pattern 91 [2-9] . , [2-9]
3-28 IntroducingCisco Voice and Unified Communications Administration (ICOMM) u8 0 ©2010 Cisco Systems, Inc.
port 0/0/0:23
forward-digits 11
• For 11-digit toll free calls (with PSTN access code 9):
port 0/0/0:23
forward-digits 11
m For variable-length international calls (with PSTN access code 9), the user dials 9011
followed an international number (country code, for example). The matched digits are
stripped, so aprefix of011 is added to present an internationally dialed call to ihc PSTN:
destination-pattern 9011T
port 0/0/0:23
prefix 011
Outbound dial-peer matching is completed on adigit-by-digit basis. Therefore. Cisco Unified
Communications Manager F.xpress checks for dial-peer matches after receiving each digit and
then routes the call when a full match is made.
Cisco Unified Communications Manager Express matches outbound dial peers using the
following order:
• The Cisco Unified Communications Manager Express router uses Ihe dial peer
destination-pattern command to determine which dial peer will be used to route the call.
• The dial-peer configuration will then determine where to forward the call using one of the
following configuration commands:
— POTS dial peers usethe port command.
— Vol Pdial peers use the session targetcommand.
Ifmore than one dial peer matches the dial string, all ofthe matching dial peers are used to
form arotary group. The router attempts to place the outbound call leg using all ofthe dial
peers in the rotary group until one issuccessful.
Use the show dial plan number string command to determine which dial peer is matched to a
specific dialed siring. This command displays all matching dial peers in the order that they are
used.
It may be necessary to manipulate digits in adial string before acall is passed to a remote
telephonv dev ice: for example, when calling PBXs with different capabilities to accept digits,
or for PSTN and international calls. The Cisco Unified Communications Manager Fxpress
router supports various strategies for configuring digit manipulation within dial peers
depending on the existing dial plan, the digits thai users are expected to dial, and the
capabilities ofthe PBX. These options, along with the destination pattern, determine the dial
string that the router forwards tothe telephony device.
Call Flows inCisco Unified Communications Manager and CiscoUnified Communications Manager Express
When Cisco Unified Communications Manager Fxpress matches the destination patlem in a
POTS dial peer, the matched (left-justified) digits are stripped and (he remaining digits are
forwarded to the voice port. Dial peer configuration options allow for nondefault behavior so
that the destination digit string is presented in away that Ihe receiving telephony device-
ex peets:
• Ihe no digit-strip command disables this automatic digit-stripping function so that

matching digits are not stripped from the dialed string before it is passed to the telephonv
interface.
• fhe forward-digits command controls the number ofdigits thai are stripped before the
dialed string is passed to the telephony interface. Afixed number ofdialed digits, or all
dialed digits, can be forwarded regardless ofthe number ofdigits that explicitly match the
destination pattern.
• The prefix command can be used to add specific digits to the beginning of'ihe dialed string
before it is forwarded to the telephonv interface.
3-30 Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) vB 0 ©2010 Cisco Systems, Inc
Influencing Outgoing Call Behavior
I'his section describes how to influence the behavior ofoutbound dial peers.
Influencing Outgoing Call Behavior
How to influence the dial peer usage {hunt selection):

1 Longest match; ifmultiple matchesthen
2 Explicit preference; if multiple matches then
3 Random selection
Modify the hunt behavior:

• dial-peer hunt command
• Eight variants and combinations can beselected
- Longest match
- Explicit preference
- Random
- Least recent use
By default, the Cisco Unified Communications Manager Express searches for amatch. If there
are more matches for the destination pattern, the preference command is checked. Ifseveral
matched dial peers have the same preference, then the dial peers are selected randomly by
default.
This hunting behavior can be influenced. To specify ahunt selection order for dial peers, use
the dial-peer hunt command in global configuration mode. Anumber from 0to 7selects a
predefined hunting selection order as follows:
• 0: Default hunt order. Longest match inphone number, explicit preference, random
selection
• 1: Longest match inphone number, explicit preference, least recent use

• 2: Explicit preference, longest match in phone number, random selection
• 3: Explicit preference, longest match inphone number, least recent use
• 4: Least recent use. longest match inphone number, explicit preference
• 5: Least recent use. explicit preference, longest match in phone number
• 6: Random selection
• 7: Least recent use.
"fhe least recent use option selects the destination pattern with the longest period oftime since
it was last selected: that is. the longest idle time.
i 2010 Cisco Systems. Inc
Call Flows inCiscoUnified Communications Manager and Cisco Unified Communications Manager Express
Summary
fhis topic summarizes the key poinls that were discussed inthis lesson.
iummary
- Cisco Unified Communications Manager canbe configured

with PSTN backup routes. For example, when a primary IP
WAN route fails, calls will be rerouted over a secondary
PSTN route.
Cisco Unified Communications Manager Express calf routing

uses dial peers. Dial peer configuration is used to define
inbound and outbound call legs and the characteristics
applied to each call leg in the call conneclion
1his lesson described call Hows in Cisco Unified Communications Manager and Cisco Unified
References
• Dial Peer Configuration on Voice Gateway Routers on Cisco.com:
http:/7www.eisco.com''en/US/docs/ios/12 3/vvf c/dial pcer/dpecrc.html.
• Cisco I.'nified Communications System 8.x SRND on Cisco.com:
liups://www.ciseo.com'en/CS.'does/voice_ip._comm/cucm/srnd/8x/uc8x.html
3-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc
Lesson 2
Understanding the
Configuration Components
Impacting Call Flows in Cisco
Manager
Overview
Implementing atelephony class ofservice (CoS) means lhat not all users can access all call
routing table entries. The result is that for aspecific calling device orline, some destinations
are permitted while others are not. Olher devices or lines may be permitted to access different
destinations. This lesson describes the configuration components that impact call flows inCisco
Unified Communications Manager.
Objectives
Upon completing this lesson, you will be able to describe configuration components like CoS.
Call Admission Control (CAC). route lists, route groups, and others that impact call flows in
Cisco Unified Communications Manager. This ability includes being able to meet these
objectives:
• Describe Ihc concept of CoS
• Describe call routingin Cisco Unified Communications Manager
Cisco Unified Communications Manager CoS
This topic prov ides an overview ofthe concept ofclass ofservice (CoS).
Class of Service
Class ofservice (CoS) provides calling restrictions to

certain groups of users:
• Used to control telephony charges including:
Block costly service numbers
Restrict international calls
* Used for special applications including:
Route calls with the same numberdifferently per user
(different gateway per site for PSTN calls)
Route calls to the same number differently pertime ofday
CoS isan important dial plan component. Sometimes called calling privileges, it isused to
implement control of access to the dial plan. It is often desirable that not all userscan accessall
call routing table entries, for example, for a particular calling device or line, some destinations
are permitted while others are not.
CoS provides callingrestrictions to certain groupsof usersas follows:

• Ised to control telephonv charges: For example. CoS isused to block costly service
numbers or to restrict international calls.
• I'sed for special applications: Forexample, routing calls with the same number
differently for each user (e.g.. use a different gateway perbranch site for public switched
telephone network [PSTN] calls) or routing calls to the same number differently atdilTerent
times ofthe dav.
3-34 Introducing CiscoVoice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.
Call Privileges Requirement Example
This table shows an example ofcalling privileges lhat are used to implement CoS.
Call Privileges Requirement Example

CaiiirigP'-.v'i'eoeC^
Allowed Destinations
iCca)
Internal
Internal
Emergency
internal
Local Emergency
Local PSTN
Internal
Emergency
Long Distance
Local PSTN
tor^ Distance PSTN
interna!
Emergency
International Local PSTN
Long Distance PSTN
International PSTN
fhe example in the figure provides atypical CoS implementation wilh calling classes and their
allowed destinations. These calling classes can then be assigned todevices orusers. In the
example, the Internal class allows only internal and emergency calls, fhe Local class adds
permission for local PSTN calls. The Long Distance class also allows long-distance PSTN calls
and the International class also enables international PSTN calls.
Note The call privileges should besetaccordingly tothe current cost ofcalls. For example, if
national costsarefree, you could build only two classes: long distance except mobile calls
and infernational callsincluding mobile calls. ^^
3-35
CoS Planning
Planning is an important part of implementing CoS.
CoS Planning
CoS implementation is based on the differentrequirements of each

originating device
Based on business needs
Careful planning is required to list the desired reachable

destinations for each calling device. .#
International
Employee Phone
Lobby Phone
Emergency
Implementation ofCoS based on the different requirements ofeach originating device.

Nontechnical issues such as the business needs of anorganization usually drive these
requirements.
For example, all employees may require full PSIN access including international dialing, while
other phones, such as the lobby phone, require emergency PSTN access only. Fhis scenario
shows a need for two distinct classes of service: one for the employees and another for ihe
lobby phone users.
Careful planning is required to listthe desired reachable destinations for each calling device.
Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc
CoS Configuration Elements
The table lists configuration elements that are used for calling privilege implementation along
with their characteristics.
CoS Configuration Elements
;>il PsiviiwjfsF. Eieinent Characteristics
Group ofnumbers directory numbers, routspatterns,

Potions translationpaaems.elc)wHh5lm»»reachat)iWy
characteristics _
"calling'Search Spa'ceV ""'"rJefineartifch partitions are accesalttetoaparticular
(CSS) *^*il :
Time Schedules and Time Used toallow certain partitions tobereachable only
Periods during acertain&me of theday
Usedio track callstocartah numbers
Client Matter Codes Augff mM finter Qdtert^^ ,0^^ ^ t0f^^
(CMC)
Restrict outgoing callsto certain numbers

Forced Authorization
Auser must enter an authorization code to reach the
Codes (FAC)
number
The preceding tabic lists the Cisco Unified Communications Manager configuration elements
that are used for calling privilege implementation along with their characteristics.
The main features that are used toimplement CoS are partitions and calling search spaces
(CSSs). Additional CoS features are available to allow various calling privilege
implementations based on the individual needs ofthe customer.
The Cisco Unified Communications Manager configuration elements that are used for calling
privileges are as follows:
• Partitions: Apartition is agroup ofdestination numbers with similar reachability
characteristics (directory' numbers, route patterns, translation patterns, and so on).
• CSSs: ACSS isa list of(destination) partitions that are accessible from a particular
(source) device.
• Time Schedules and Time Periods: Time schedules and time periods arc used to allow
certain partitions to be reachable only during acertain time ofthe day.
• Client Matter Codes (CMC): CMCs are used totrack calls to certain numbers for call
accounting and billing. Client Matter Codes force the user to enter acode to specify that the
call relates toa specific client matter. The CMC isassigned lousers, such as customers,
departments, or individuals. When configured, the user must enter the client code to track
their calls for accounting orbilling purposes. For example, totrack that the Sales
department has made acall, each sales person must enter the CMC assigned to Sales. The
CMC isused only for tracking purposes: it isnot used torestrict access. Ilowevcr, to
maintain accurate accounting and billing information, a call will be allowed only ifavalid
CMC is entered.
3-37
Forced Authorization Codes (FAQ: These codes are used to restrict outgoing calls lo
certain numbers. Auser must enter an authorization code to reach the number. For
example, acode must be entered to permit international dialing. IfFAC is combined with
CMC. then both codes need to be entered.
Note Some devices, features, and applications do not support CMC and FAC. These applications
or features (for example, call forwarding) need FAC- and CMC-free route patterns for calling.
3-38 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) vS.O ©2010 Cisco Systems. Inc.
Partitions
Apartition is alogical group ofdestination dial patterns. For example, all employee phones
may be assigned to asingle partition. Asource device can only reach destinations that are
defined in its list of reachable partitions.
Partitions
Apartition is a group ofdestinations with the same

reachability.
Any dial pattern can be partofa partition.
- Directory numbers, route patterns, translation patterns,
voice-mail ports, Meet-Me conference numbers,etc.
brr-fUoyeeft«ine
PaMion
Cisco Unified
Communications
Manager
Partitions are assigned to call routing targets; for example, any (destination) entry ofthe call
routing table including voice-mail ports, directory numbers, route patterns, translation patterns,
Meet-Me. and conference numbers.
Adevice can call only those call routing tabic entries that are located in partitions that arc part
of the CSS ofthe device.
For example, the Employee Phone partition contains all employee directory numbers. Calls
inbound from the PSTN gateway may be permitted toaccess the Employee Phone partition
devices.
3-39
12010 Cisco Systems. Inc.
Calling Search Spaces
Ihis section describes CSSs and their usage in Cisco Unified Communications Manager.
Calling Search Spaces
* A CSS is a list of accessible partitions.

* Assigned to any entity that cangenerate a call routing
request.
Phones, phone lines, gateways, and applications
* Adevice can call only those numbers located in the partitions
that are pari of its calling search space.
&
Employee Phone
Partition
PSTN
Phone
Manager Phone
Partition
CSSs areassigned to source-, of call rouling requests like phone lines, gateway s, trunks, \oiee-
mail potts, and applications. The CSS defines the partitions that are accessible to a particular
device. Adev ice can call only those call routing table entries that are located in partitions that
are part ofthe CSS of the device.
For example, the PSTN gatew av CSS conlains the Employee Phone partition hut not the
Manager Phone partition. Calls that are inbound from the PS'fN gateway are permitted access
only tothe Fmploy ec Phone partition devices and not to the Manager Phone partition devices.
3-40 Introducing CiscoVoice and Unified Communicalions Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc
Partition <None> and CSS <None>
This section describes what happens to entities that do not have an assigned partition or CSS.
Partition <None> and CSS <None>
• By default, all entities that can have a partition reside in

partition <None>
- Directory numbers, route patterns, etc.
• By default, all entities that can have a CSS are assigned CSS
<None>
- Calling entities such as IPphones, gateways, ortrunks
• Entities that are in partition <None> are always accessible
- Regardless of whether or not the calling entity hasa CSS
* Entities that have CSS <None> assigned can only access
destinations that are in partition <None>
- The recommendation is to have an empty <None>
partition, andtherefore no calls can be made
By default, all entities that can be configured with apartition are in Ihe partition <None>. All
entities that can be configured with a CSS are assigned CSS <None> by default.
Members ofpartition <None> (also called the null partition) are always accessible by sources
ofa call rouling request, regardless oftheCSS ofthat call routing source.
Entities that do not have a CSS assigned (for example CSS <None>) can only access call
routing targets that are in partition <Nonc>.
Note By default, no partitions and CSSs are assigned and all entities are associated with the null
partition and CSS <None>. Therefore, by default, all calls are possible for all calling sources
to all destinations.
CSS Partition Order Relevance
This section describes situations where the order of partitions within the CSSs is important
CSS Partition Order Relevance
ACSS is an ordered list of partitions

• All accessible entities ofthe call routing table areconsidered by
best match logic
Entities that are in a partition that is listed in the CSS of the
calling entity
Entities that do not have a partition assigned
• Multiple identical entities can existinthe call routing tablebut must
be in different partitions
• If there is no single bestmatch, the call routing table entry whose
partition is listedfirst in the CSS of the calling device is used.
• Resulting route selection priorities
Best match
Ifthere are many equally qualified matches, the order of the

partition in the CSS is the tie breaker.
ACSS is an ordered list ofpartitions. The partition that is listed first has ahigher priority than a
partition listed later.
When Cisco Unified Communications Manager performs a call routing lookup, the best match
logic cov ers all accessible entities: lhat is. all targets that reside in a partition thai is listed in the
CSS ofthe calling phone and all targets that do not have a partition applied.
Multiple identical entities can exist in the call routing table, but they must be in different
partitions. One exception to this rule is phone directory numbers. Iftwo or more devices share
the same directory number within the same partition, this directory number iscalled a shared
line.
Ifno single best match is found, the call routing table entry whose partition islisted first inthe
CSS ofthe calling dev ice isused. In summary, the entry of the call routing table isselected
based on ihe following order:
1. Best match is searched.
2. Ifmany equally qualified matches exist (no single best match), the order ofthe partition in
the CSS ofthe calling device is the tiebreaker: for example. Ihe match found in the earlier
listed partition.
3-42 Introducing CiscoVoice and Unifed Communications Administration (ICOMM) vS.O © 2010 Cisco Systems. Inc.
Example of Basic Partitions and CCSs
The figure provides an example ofpartitions and CSSs.
Example of Basic Partitions CSSs
• ACSS with multiple equal matches for 3001.

- TheChicago partition and the San Jose partition
• The first partition listed in the CSS is used.
- The Chicago destination is matched
Cn>ii||S(H"i3li>K!i
Chicago ParBtJon
San Jose Partition
3001
In the example, aphone has a CSS thai contains two partitions, Chicago and San Jose.
Destination directory numbers are assigned tothe partitions asfollows:
• Directory number 3001 (phone 2-1) is assigned tothe Chicago partition.
• Directory number 3001 (phone I-l) isassigned to the San Jose partition.
When the user places a call, the following procedure applies:
• The user dials 3001.
• Cisco Unified Communications Manager uses the number 3001 and performs a call routing
lookup through the partitions (Chicago and San Jose) listed in the CSS ofthe calling phone.
• Cisco Unified Communications Manager finds an equal (full) match for two entries: phone
1-1 andphone 2-1 (San JoseandChicago).
• The Chicago partition is listed first in the CSS. so the call issent toChicago directory
number 3001 (phone 2-1). Call routing iscomplete and phone 2-1 rings.
Note If thepartitions were listed in reverse order, the call would besenttoSan Josedirectory
number 3001 (phone 1-1).
Example with IP Phone Line and Device CSSs
The figure provides an example ofan IP phone that is configured wilh a line CSS and a device
Example with IP Phone Line and Device

CSSs
1A phone with both line and

device CSSs configured dials Line CSS
extension 3001.
Line and device CSSs are

concatenated. 300X Route Pattern
Route pattern 300X is Cntcago PMHioh-

eliminated because other
3001 Phone 2-1
entries are better matches.
Two entries in different
partitions (Chicago and Atlanta) DevicaCSB
found by best match algorithm.

Directory number 3001 3001 Phone 3-1
Best match of first listed
partition (Criicaqo) is used
In the example in the figure, the calling phone is configured as follows:

• line CSS includes the SanJose and Chicago partitions
• Device CSS includes the Atlanta partition
Ihe San Jose partition includes the following:

• Route pattern 300X
The Chicago partition includes the following:

• Directory number 3001 (used at phone 2-1)
The Atlantapartition includes the following:

• Directorv number3001 (used at phone 3-1)
Ifthe userdials 3001. the following will happen:

• Cisco Unified Communications Manager interprets the dialed digits and searches for the
closest match.
• "fhe ivvo directory number entries in the call routing table are more specific (full match)
than the route pattern (which represents 10 numbers). The route pattern is not a candidate
for the final routing decision.
• Out ofthe two equally matched director; numbers, phone 2-1 is used fo extendIhe call
because il is in the partition thai is listed first in the used CSS.
This example illustrates thai the line CSS hashigher priority than the device CSS. Ifthe line
CSS and device CSS were reversed, the call would be sent to phone 3-1.
3-44 Introducing CiscoVoice and Unified Communications Administration (ICOMM| v80 ©2010Cisco Systems.Inc
Note Although route pattern 300X matches the dialed number and is listed in the first partition, it is
not used to route the call in this example. The first priority for the call routing decision is the
best match. The order of partitions within the CSS is important only when multiple best
matches exist.
© 2010Cisco Systems, inc. -1-45

CoS Sample Scenario
fhis figure illustrates an example ofimplementing CoS in order lo limit PSTN calls in different
wavs.
CoS Sample Scenario

t . •—"! Assigned CSS Determines
^^ | Calling Privilege
Phores Partition
Internal Calls MIIPhoreDNsl
• Local-PSTN Partition
Local Calls
X 9 9[2-9]XXXXXX
_ - H LD-PSTN Partition
Long Distance Calls
X JC H 91|2-9]XX|?-<JjXVXXX^
j| Intl-PSTN
VX jj Partition
International Calls
X X ^y_ M S011'#
Theexample in the figure uses partitions andCSSs to implement four different classes of
service as follows:
• Internal Calls: allows internal calls only

• Local Calls: allows internal calls and local PS'fN calls
• Long Distance Calls: allows internal calls, local PSTN calls, and long-distance PSTN calls
• International Calls: allows intenial calls, local PSTN calls, long-distance PSl'N calls, and
international PSTN calls
'fhe following partitions are created and applied as described:

• Phones: This partition is applied lo all phone lines.
• Local-PSTN: fhis partition is appliedto route pattern 9.[2-9|XXXXXX/
• LD-PSTN: This, partition is applied to route pattern 9.1|2-9|XX|2-9]XXXXXX.
• Intl-PSTN: This partition is applied to route pattern 9.01 1! and 9.0ll!#.
The following CSSs areconfigured, each implementing the corresponding service class:
• CSS-Ititernal: This CSS contains the Phones partition
• CSS-Local: This CSS contains the Phones and Local-PS'l N partitions
• CSS-LD: This CSS contains the Phones. Local-PSTN, and LD-PSTN partitions
• CSS-lnternational: This CSS contains the Phones. Local PSl'N, LD-PSTN. and Intl-
PSTN partitions
3-46 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc
By applying the appropriate CSS to aphone, the phone is granted the permissions ofthe
respective CoS.
Note The preceding example is intended to show a CoS implementation using partitions and
CSSs. Although route patterns are referenced in the example, they are not the main focus
here The route patterns areused only as an indication of different destination patterns with
different partitions applied. Route patterns and wildcards will be discussed in a later section.
©2010 Cisco Systems. Inc. J"4'

Cisco Unified Communications Manager Call
Routing
fhis topic prov ides an overview ofcall routing in Cisco Unified Communications Manager.
Call Routing Types
Routing Component and Characteristics -

Calls within a single site (on-net)
Intrasite
• Uses assigned directory number to route calls
internally
• Directory numbers usuallyhave a uniform length
Calls between sites:
• On-net uses internal directory numbers

Intersite • Off-net uses route patterns to send calls to other sites
through PSTN gateway; ifabbreviated dialing is used,
internal number has to be translated to PSTN number
first
Calls toPSTN (off-net)" ""
PSTN
• Uses route patterns to send cafls to PSTN
destinations
In Cisco Unified Communications Manager, telephone calls need lo be routed and

interconnected based on thedialed number, 'fhis process is like IP routing. Call routing is
destination-based routing.
Three major areas of call routing exist as shown in the figure:
• Intrasite routing covers call routing within a single site.
• Intersite routing covers call routing between multiple sites, franslation paltern are used for
centralized call-processing deployment models and route patterns are used for distributed
call-processing deployment models.
• PS'fN rouling covers call routing between a site and the PS'fN.
Cisco Unified Communications Manager automatically routes calls lo internal destinations

within the same cluster,because it is configured with the directory numbers of its associated
devices. This tvpe of configuration is comparable to directly connected networks at a router in
IP routing.
An explicit route, called a route pattern, must be configured for external destinations such as (1)
PS'fN destinations (including off-net intersite calls,which effectively are PSTN destinations as
they are addressed by their PSTN number): (2) other VoIP domains such as an Internet
telephony service provider (I'fSP): or (3) another Cisco Unified Communications Manager
cluster. This route is equivalent to static routes in an IP router.
In summary, the call routing table of Cisco Unified Communications Manager is composed of
connected devices, directory numbers of registered IP phones, and statically entered route
patterns that point to external destinations.
3-48 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 © 2010 Cisco Systems. Inc
Call Routing Table Entries
The table shows a listof possible call routing tableentries.
Call Routing Table Entries
The routing components are call routing targets.
Ruling
Component
Directory Numbers assignedlo al endpoint* andappicatJons. Usedforinternal
Numbers routing within a cluster.
Translation Used to translate a dialed number and then look up the translated
Pattern number in the call roirfng table again.
Used to route cals to off-netdestinations (via a gateway) or to otter
Route Pattern Cisco Untied Communications Manager dustere(tfaa trunk).
Usedto routecals to hurt groupmembersbasedon a dsttibution
Hunt Plot
algorithm (tongestiole, circular, etc.).
CalPark Alows placing a callon holdto a numberand retrieving the canfrom
Numbers anotherphonebydialing the number.
Meet-Me Alows a conference cat inJtiatario setup a conference call and
Numbers attendees loJoin flieconference by <Saing the conference number.
The call routing table of Cisco Unified Communications Manager is composed of directory
numbers and route patterns. Additional routing components canbe configured and areadded to
the call routing table as possible call routing targets.
Allof these are possible call routing targets, which means thaia dialed number can match one
of these entries and the call is routed to the appropriate entity. The targetscan be a phone line,a
trunk, a gateway, a feature, or an application.
Thedistinction of callrouting sources andcall routing targets is extremely important when
implementing features such as calling privileges, call classification, andothers.
i 2010 Cisco Systems, Inc. 3-49
Sources of Call Routing Requests
The table shows sources ofcall routing requests, that is. entities lhat require a call routing table
lookup.
Sources of Call Routing Reque;
IP Phones
The number dialed by an IP phone is looked up in the
routing table.
Trunks
Acall request received through a trunk is looked up in the
routing table.
Gateways A call request received from a gateway is looked up in fhe

calf rouling table.
Aftera translation pattern is best matched (as a target of a
Translation call routing table lookup) the transformed number is looked
Patterns up again in the call routingtable. The entity that generates
thislookup is the translation pattern.
A voice-mail system can be configured to allow calling
Voice-Mai
other extensions or PSTN numbers {e.g., the mobile phone
Ports
of an employee}. In these cases the call routing request is
received from the voice-mail port of Cisco Unified
When thinking of ihe sourceof a call routingrequest, the simplestexample is an IP phone

placinga call. However, there are other routing components thai can require acall routing tabic
lookup. In addition to phones, calls can be received through gateways or trunks from the
oulside. But there are other entities that are sources of call routing requests, which are not that
obvious:
• Translation patterns: A translation pattern is like a route paltern. It includes a paltcm (the
entry in the call routing table). If matched by the dialed number, another number (the
translated numberthat is configured by the translation pattern)is looked up again in the
routing table. A translation pattern therefore combines both roles in a single entity:
It is a call routing table target that is matched by a dialed number.
Then, the translation pattern causes a new. second lookup for the translated number.
• Voice-mail ports: When a call has been sent lo a voice-mail system, the voice-mail svstem
can request that the call be transferred to another directory number, lo a PS'fN destination,
for example, the mobile phone of a user, or to an assistant. In all these scenarios, the voice-
mail port is the entity that requests the call being routed by Cisco Unified Communications
Manager.
Note The distinction between call routing sources and call routing targets is extremely important
when implementing features such as calling privileges, call classification, and others.
3-50 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 J2010CiscoSystems. Inc.
Cisco Unified Communications Manager Call Routing Logic
When a numberis dialed. Cisco Unified Communications Manageruses closest-match logic to
select which pattern tomatch from among all the patterns in its call routing table.

Manager Call Routing Logic
Cisco Unified
Communications
Manager uses
closest-match logic
to select the best
destination pattern.
When multiple User A .
matching patterns dials120O
are present, the
best pattern is
selected based on:
UserB , 121X
- It matches the dials1212
dialed string
• AND
- It matches the User C , 1234
fewest strings dials1234
other than the 1234
dialed string
In practice, vvhen multiple potentially matching patterns arcpresent, the destination pattern is
chosen based on the following criteria:
• It matches the dialed string.
• Among all the potentially matchingpatterns,it matches the fewest stringsother than the
dialed string.
• Forexample, consider the casethat is shown in the figure, where the call routing table
includes the patterns 1XXX. 12XX. 121X, and 1234:
• When user A dials the string 1200, Cisco Unified Communications Manager compares it
with the patterns in its call routingtable. In this case, there are two potentially matching
patterns. 1XXX and 12XX. Bothof them match the dialed string, but 1XXX matches a
total of 1000 strings (from 1000 to 1999) while I2XX matches only 100 strings (from 1200
to 1299). Therefore, 12XX is selected as the destination of this call.
• When user B dials the string 1212. there are three potentially matching patterns. 1XXX,
12XX. and 121X. As mentioned above, 1XXX matches 1000 strings and 12XX matches
100 strings. However. 121X matches only 10 strings. Therefore, 121X is selected as the
destination of this call.
• When user C dials the string 1234. there are three potentially matching patterns. 1XXX.
I2XX. and 1234. As mentioned above. 1XXX matches 1000 strings and 12XX matches
100 strings. However, 1234 matches only a single string (the dialed string). Therefore.
1234 is selected as the destination of this call.
© 2010 Cisco Systems. Inc 3-51
Addressing Method
This sectiondescribes how digit analysis is performed for different devices. Digitanalysisis
based on the signaling protocol ofthe device.
Addressing Method
• Supported addressing methods in Cisco Unified

Comm unications Manager for different devices
Device 1 Stanatwa Protocol Addresfttna Method .:-. ^^H

SCCP Digit-by-digit,En bloc
. En bloc
IP Phone
SIP "kpml "~
; SIP dial rules
\ En bloc
Gateway MGCP/SIP/H.323 Overlap sending and receiving (ISDN
; PRI only)
: En Woe
Trunk SIP. H.323 r - • -
Overlap sending and receiving
fhe table shows the supported addressing methods in Cisco Unified Communicalions Manager
for different devices.
In Session Initiation Protocol (SIP), en-bioc dialing can be used in two ways. In Ihe first wav.
the whole dialed string is sent in a single SIP INVl'f I: message. The other way is to use the
Keypad Markup Language (KPMI.). which allows digits to be sent one by one. SIP dial rules
are dial rules that are processed inside the SIP phone. Thus, an SIP phone can detect invalid
numbers and play a reorder lone without sending any signaling messages to Cisco Unified
Communications Manager. If dialed digits match an entry of an SIP dial rule, the dialed string
is sent in a single INVITE message to Cisco Unified Communications Manager. If Cisco
Unified Communications Manager requires more digits. KPML can be used lo send Ihe
remaining digits from the SIP phone to Cisco Unified Communications Manager one by one.
Trunks and PS I N interfaces can be configured for overlap sending and receiving allowing
digits to be sent or received one by one over an ISDN PRI.
3-52 Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8 0 >2010Cisco Systems. Inc
User Input on SCCP Phones
This section describes how Cisco Unified Communications Manager handles user input on
Skinny Client Control Protocol (SCCP) phones.
User Input on SCCP Phones
• SCCP phones report every input event to Cisco Unified

Communications Manager immediately (stimulus protocol)
- On-hook, off-hook, each digit dialed, etc.
• Cisco Unified Communications Manager analyzes phone
input digit by digit against the configured dial plan and
responds with feedback.
- Dial tone, ring back, reorder tone, etc.
• No dial plan information resides at the IP phone
SCCP (off-hook)
• io'ay dial tones
(first dialed digit)
SCCP IP Phone
Cisco Unified
Using the SCCP. IP phones report every user input event to Cisco Unified Communications
Manager immediate!*'. For instance, as soon as the user goes off-hook, asignaling message is
sent from the phone l'o the Cisco Unified Communications Manager server with which it is
registered. The phone can be considered to be aterminal, where the Cisco Unified
Communications Manager server configured dial plan makes all decisions resulting from the
user input.
As other user events are detected by the phone, they are relayed toCisco Unified
Communications Manager individually. Auser who goes off-hook and then dials 1000 would
trigger five individual signaling events from the phone (off-hook and four individual digits) to
Cisco Unified Communications Manager. All the resulting feedback that is provided to the
user such as screen messages, playing dial tone, secondary dial tone, ring back, reorder, and so
on. are commands that are issued by Cisco Unified Communications Manager to the phone in
response to the dial plan configuration.
It is neither required nor possible to configure dial plan information on IP phones running
SCCP. All dial plan functionality is contained in the Cisco Unified Communications Manager
cluster, including the recognition ofdialing patterns as user input iscollected.
Ifthe user dials apattern that is denied by Cisco Unified Communicalions Manager, the reorder
tone is plaved to the user as soon as lhat pattern becomes the best match in Cisco Unified
Communications Managers digit analysis. For instance, ifall calls to 91976 are denied, vvhen
the user dials 91976123456, the reorder tone would be sent to the user's phone as soon as the
user dials 91976.
12010 Cisco Systems, Inc
Digit-by-Digit Analysis
Cisco Unified Communications Manager analyzes incoming dialed digits one by one as shown
in the figure.
Digit-by-Digit Analysis
Route Patterns
1XXX
Extension 1000
Dialed Digits 10XX
-)<none>| List Potential Matches

List Potential Matches
List Current Match '
Call Setup
Extension 1001
Ifan endpoint is sending dialed digits one by one, Cisco Unified Communicalions Manager
immediately starts digit analv sis when it receives the first digit.
In fact, digit analv sis starts even before the first number id dialed. This step begins when a
phone indicates an off-hook state to Cisco Unified Communications Manager. The Cisco
Unified Communications Manager looks up a null string dialed number, which matches all
available call routing tables at this point. Adialed null string can be used in atranslation pattern
to offer private line, automatic ringdown (PI .AR) functionality.
As each additional digit is received. Cisco Unified Communications Manager can reduce the
list ofpotential matches (for example, the entries ofthe call routing tables lhat match the digits
received so far). Once a single entry ismatched (like the directory number 100I in the
example) the current match is used and the call issent to the corresponding device.
Note Cisco Unified Communications Manager does not always receive dialed digits one by one.
SCCP phones always send digit by digit SIP phones can use en-bloc dialing tosend the
whole dialed string at once or KPML tosend digit by digit. If digits are received en-bloc, the
whole received dial string is checked against the call routing table at one time
In countries whose national numbering plan is not easily defined with static route patterns,
Cisco Unified Communications Manager can be configured for overlap sending and overlap
receiving. Overlap sending means that Cisco Unified Communications Manager keeps
collecting digits as they are dialed by the end users, and passes them on to the PS'fN as they are
dialed. To enable overlap sending, check the Allow Overlap Sending check box on the Route
Pattern configuration page. I'hc route paltern needs only toinclude the PSIN access code (for
example. "9" in North America or "0" inmany European countries).
3-54 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
Overlap receiving means that Cisco Unified Communications Manager rece h dtaled
digits one bv one from aPR! PSTN gateway. It then watts for compleUon o the dialed string
before attempting to route the call to an internal destination. To enable overlap receiving, set
the QverlapReceivingFlagForPRI service parameter to True,
3-55
>2010Cisco Systems, Inc
Cisco Unified Communications Manager Path Selection
Configuration Elements
The figure shows the configuration elements that are used to select the path for agiven route
pattern.

Path Selection Configuration Elements
Route pattern:
• Matches dialed number for external calls
' Performsdigit manipulation (optionall
• Pointsto a route listfor routing
Route list:
* First level of path selection
• Performs digit manipulation
• Points to priontized route groups
Route
Route group: Group 2
• Second level of path selectio
• Points to the actual devices /\
WAN PSTN
Devices.
• Gateways (H.323, MGCP)
• Trunks (SIP, H.323)
'fhe configuration elements are as follows:
• Route patterns arc strings ofdigits and wildcards, such as 9.4085264XXX. that are
configured in Cisco Unified Communications Manager and are pari ofthe call routing
table, Itmatched by the call routing logic, the route pattern can point to one ofihc
following:
— Dev ice (such as a trunk or a gatewav)
— Route lis,t
• Route lists prov ide the first level ofpath selection ifmultiple paths exist to reach the called
number that matched the route pattern. Route lists include aprioritized list of route groups
and allow digit manipulation to be configured per route group.
• Route groups prov ide the second level ofpath selection. Route groups point to dev ices,
which are selected based on one ofthe following distribution algorithms:
— Circular
— fop-down
Cisco strongly recommends using the complete route pattern, route list, and route group
construct because it prov ides the greatest flexibility for call rouling, digit manipulation, route
redundancy, and future dial plan growth. Ifroute patterns point directly to devices, the
configuration might need to be changed laterwhcn additional devices are added. Also, note that
asingle dev ice cannot be used in both ways—as amember ofaroute group and being
referenced directlv from a route pattern.
Note Route patterns and translation patterns can be configured to block the pattern. Patterns that
are blocked prevent calls to the blocked pattern on a clusterwide basis. If certain
destinations should be blocked depending on the calling device or user, calling privileges
mustbe configured.
>2010CiscoSystems, Inc. J";"

Local Route Group Configuration
Alocal route group specifies aspecial route group that serves as aplaceholder in route lists that
need alocal route group, but that do not need lo bind that route group lo anv specific
prov isioned routegroup slaticallv.
Local Route Group Configuration

' Device pool ofthe Atlanta
originating device includes Device Pool
the local route group.
> In the route list, the
Standard Local Roule
group (virtual Route Group
[placeholder]) is selected
During the call setup, if a
standard local route group
is configured, the local First "" « » Second
route group from the device Choice gf N* choice
pool replaces the virtual Standard Local
route group entry. Route Group
The calling and called
number can be transformed Atlanta gsSS Sdn JoseE^K|ySiJ
on the route pattern or
route group level. ..... PSTN «,. PSTN
1he1ocal Route Group feature helps reduce the complexity and maintenance efforts of
provisioning in a centralized Cisco Unified Communications Manager deployment that uses
many locations with their own gatewavs.
The lundamental breakthrough in the Local Route Group feature comprises decoupling the
location ofa PSTN1 gatewav from the route patterns that are used toaccess the gateway.
Cisco Unified Communications Manager supports a special Local Route Group that can be
bound to a provisioned route group differently based on the Local Roule Group device pool
setting ofthe originating dev ice.
Devices,such as IP phones from different locations, can therefore use identical route lists and
route patterns, but Cisco Unified Communications Manager selects the correct gatewavs for
their local end via the device pool.
The reserved name. Standard Local Route Group, identifies a local route group in configuration
windows. Ihe binding ofa provisioned local route group to ihc local route group occurs
dvnamicallv during call setup.
The information in the dev ice pool, towhich the originating device (such as a phone or trunk)
belongs, prov idesthe basis for this binding.
With local route group mapping. Cisco IInified Communications Manager can treat gateways
more like a sen ice:
• Customers benefit because efforts related lo provisioning and maintaining route plans are
reduced as a result of this solution.
3-58 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
. For an implementation that comprises Nsites, in simple local routing cases, configuration
of \ route patterns and \ route lists reduces to configuration ofotic route pattern and one
route list.
. Simple local routing comprises cases in which each site needs lo route off-net calls to its
local gateways.
• Prov isioning of roule patterns and route lists can be reduced from the need to configure A'
route patterns and Sroute lists to aconfiguration where only one route pattern and one
route list are needed.
For this case it can be further assumed that all phones that reside at aparticular site belong to a
single CSS which is unique to that site. For example, phones at the Boulder site belong to the
CSS called CSS-Bldr and so on. Without using the Local Route Group feature, regardless ol
site aphone alwavs prefers its local gateway when making an off-net call by dialing 9followed
by aseven-, ten-, or eleven-digit pattern. As more sites are added, new entries (rows) must be
included for each ofthe columns. IfNsites exist, Ndifferent route lists, route patterns,
partitions, and CSSs areneeded.
3-59
Call Flows inCisco Unified Communications Manager and CiscoUnified Communications Manager Express
Hunt Group Overview
Mam businesses have arequirement for amethod lo make many lines work together under a
single called number, such as ahelpdesk. Ahunt group is agroup of telephone lines that arc
associated with a common number.
Hunt Group Overview
• IPphones can be configured as hunt group members.

• Calls toa single hunt pilot number aredistributed to hunt group members.
Use' dials
1-800-123-4567
Many businesses ha\ e sales orsenice support departments that work as groups to process
inbound calls from customers. These businesses typically need several phone lines and a
method tomake the lines work together. Ifone representative isbusy or not available, the call
will rotate lo othermembers ofthe group until il is answered or forwarded to an auto-attendant
or voice mail.
Hunt groups are the mechanisms that help these businesses manage inbound calls. Ahunt group
is a group of telephone lines that are associated with a common number. When a callcomes in
tothe number associated with the hunt group, the call cycles through the group oflines until an
available line is found, fhis process is known as hunting.
Cisco Unified Communications Manager call hunting implementation comprises the following
components:
• Directory numbersor voice-mail ports areassigned to line groups.

• Line groups are assigned to hunt lists. Ahunt list can have one ormore line groups, fhe
line group hunt options and distribution algorithms can bespecified inorder todefine how
call hunting should be performed for the members ofa line group.
3-60 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 >2010 Cisco Systems, Inc
• Hunt lists arc assigned to huntpilots. A hunt list is an ordered listof linegroups.
• Hunt pilots are the numbers that have been dialed to invoke a hunting process. Ahunt pilot
can becalled directly (for example, to provide a certain service to customers). A call can
alsobe forwarded to the huntpilot from an IP phone that received a calland is configured
to forward calls to the hunt pilot to provide call coverage.
While hunting, the forwarding configuration of line group members is not used. Ifthe hunting
algorithm is ringing a phone and the call is notanswered, theCall Forward No Answer (CFNA)
setting of that phone is ignored and thehunting algorithm goeson to the next linegroup
member.
i 2010 Cisco Systems. Inc. 3-61
Call Flows tn Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
Hunt Pilots
Hunt pilots are the numbers that have been dialedto invoke a huntingprocess.
Hunt Pilots
Hunt pilots are configured with a hunt pilot number:

• The number that needs to be called to start a hunting process
* Perform digit manipulation
• Point directly to a hunt list
* Specify the maximum hunt timer
• Specify final forwarding settings (on hunt exhaustion)
A hunt pilot can be called directly (for example, to provide a certain service to customers). A
call can also be forwarded to the hunt pilot from an IP phone lhat received a call and is
configured to forward calls to the hunt pilot to provide call coverage.
Hunt pilots arc dial patterns in the call routing table like route patterns and directory numbers.
The hunt pilot points direct!} to a hunt list. Hunt lists point to line groups, which finally point
to endpoints.
At the hunt list, digit manipulation can be configured in order to transform the calling and
called number before the call is passed on to line group members. Calls can be redirected to a
final destination when the hunting fails because of one or both ofthe following reasons:
• Al! bunting options have been exhausted and the call still is not answered.
• A maximum hunt timer lhat is configured at the hunt list has expired.
fhis call redirection is configured in the Hunt Forward Settings section ofthe hunt pilot
configuration page, and the destination fortius redirect can be either ofthe following options:
• A specific destination that is configured global!) al ihe hunt pilot.
• A personal preference that is configured at the phone line of (he originally called number
when hunting on behalf of that number fails. The personal preference is configured using
the Call Forward No Coverage (CFNC) settings at the phone line.
For example, the personal preferences option can be implemented by configuring a user's phone
so that the Forward No Answer field redirects the call lo a hunt pilot, in order to search for
someone else who can answer the call. Ifthe call hunting fails, cither because all the hunting
options were exhausted or because a time-out period expired, the call can be sent to a
destination personalized for the person who was originally called.
3-62 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems. Inc
• Setting the Forward No Coverage field within the person's Directory Number configuration
page will forward the call tothe voice-mail number. The call will be sent tothat person's
voice mailbox if hunting fails.
The following considerations apply to calls processed by hunt pilots:

• Call Pickup andGroup Call Pickup arc notsupported on callsthat aredistributed by a hunt
pilot. A member ofthe linegroup cannot pickup a huntpilotcalloffered to another
member in the line group, even if they belong to the same Call Pickup group.
• The hunt pilot can distribute calls to any of its line group members, regardless of calling
privilege implementation at the linegroup member. If linegroup members are configured
with a partition, the hunt pilot overcomes all partitions and CSS restrictions.
i 2010 Cisco Systems. Inc 3-63
Hunt Lists
A hunt list is a prioritized list of line groups that is used for call coverage.
Hunt Lists
A hunt list is a prioritized list of line groups:

• Multiple hunt pilots may point to the same hunt list.
• Multiple hunt lists can contain ihe same line group.
• Hunt lists do not perform digit manipulation.
tine Group 1
Ilat
...
' 1 Line Group 2

15'
Hunt lists have the following characteristics:
• Multiple hunt pilots can point to the same hunt list.

• Multiple hunt lists can contain the same line group.
• Line groups are hunted in the order of their configuration in the hunt list.
• Digit manipulation cannot be configured at the hunt list level.
Line Groups
Line group members are the endpoints (extensions) accessed by line groups.
Line Groups
Line groups control the order in which the call is

distributed among the line group members:
• Line groups point to specific extensions, typically IP phone
extensions or voice-mail ports.
• The same extension may becontained in multiple line
groups.
• The Ring No Answer Reversion (RNAR) timeout value
specifies how long to ring a member of the line group.
^j 1st Group
fr Member
HunlUsl —*\ Line Group

if* ^.j 2nd Group
yr Member
*T-+ _^ 3'"Group
%/r Member
Line group members can be of any ofthe following types:

Anv SCCP endpoints. such as IP phones, VG248. or ATA 188
SIP endpoints
Voice-mail ports
H.323 clients
Foreign Fxchange Station (FXS) extensions that arc attached to aMedia Gateway Control
Protocol (MGCP) gateway-
Note
CTI ports and CTI route points cannot be added to aline group. Calls cannot be debuted
to endpoints controlled through CTI applications.
3-65
Call
Flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
Line Group Distribution Algorithms
d'Suu^Xi!hin ahunt group i rc acccssed according t0 thc ^"- «™*
Line Group Distribution Algorithm

The line group distribution
algorithm specifies the order in
which line group members are
hunted:
• Top-down Idle and available
members, round-robin
Next call to 1000
• Circular (n + 1Jthmember where n
is the membermostrecently
extended a call
Next call to 1003
• Longesl idle time Idle members
only, from most to least idle
Next call to 1000 Idle Available,
10 mm last extended call
• Broadcast Allidle and available
members simultaneously
Next call to all directory
numbers
Line group distribution algorithms are configured once per line group in Cisco Unified
Cominumcatioris Manager Administration. The line group distribution algorithm specifies the
order in which line group members should be used during the hunting process. The available
algorithms are as follows:
• Top-down: Distributes the call to idle or available members starting from ihe first idle or
available member ol aline group to the last idle or available member. This method is also
called round-robin distribution. In the figure, atop-down distribution algorithm would
extend the next call to lOOO.thento lOOl.thcnlo 1002. then 1003, and back to 1000.
• Circular: Distributes ihe call to idle or available members starting from the (n + I)th
member ofaline group, where the ml] member is the member to which Cisco Unified
Communications Manager most recently extended acall. Ifthe nth member is the last
member ot aline group. Cisco Unified Communications Manager distributes the call to the
tirsi idle or available member ofthe line group. In the figure, assume lhat Cisco Unified
Communicalions Manager extended the las. call to 1002 („). The next call that comes in on
the hunt pilot number would go to 1003 {n -t 1).
• Longest idle time: Distributes the call to the idle member, who has been idle for the
longest time. Ihis distribution algorithm does not consider available members In the
figure, assume that 1000 has been idle for 10 minutes and 1003 has been idle for 5minutes
Alongest-idle-lime distribution mechanism would extend the call to 1000.
• Broadcast: Distributes the call to all idle or available members ofaline group
simultaneoush.
3-66
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0 ©2010Cisco Systems,Inc
Call Admission Control
Multisite deployments are usually interconnected by an IP WAN where bandwidth is relatively
costly orlimited. CAC is important in a multisite environment in order toavoid bandwidth
oversubscription by too many voice calls.
Call Admission Control
CAC limits the number of calls between certain parts

ofthe network in order to avoid bandwidth
oversubscription:
• Oversubscription results in delayed packets and packet
drops.
- All voice streams are affected (not only packets of a call
that exceeds the bandwidth limit)
- Results in quality degradation of all voice calls
• CAC avoids oversubscription problems by limiting the
number of voice calls.
Whenoversubscription occurs in a VoIPnetwork, any packets of any voice streamswill be

affected, not only Ihepacketsofthe particularcalls that exceedthe bandwidth limit.This fact
results in packet delays and packet drops of all voice callsand hence degrades the quality of all
voice calls. Therefore, in order to ensure good voice quality, CAC is used to limit the number
of voice calls and maintain bandwidth limits.
CAC limits the number of calls between certain parts ofthe network in order to avoid
bandwidth oversubscription with too many voice calls. This goal cannot be achieved by quality
of service (QoS) as it only provides the means lo prioritize voice over data traffic.
CAC avoids oversubscription problems by limiting the number of voice calls in the network.
) 2010 Cisco Systems, Inc 3-67
Location Characteristics
Ihis section describes Cisco Unified Communications Manager locations-based CAC.
Location Characteristics
• Each device has one location assigned.

• Calls are limited in and out of a location by permitting a
certain bandwidth for calls,
Calls within a location are unlimited.

• Audio bandwidth is calculated by actual codec plus IP
overhead (assuming a 20-ms packetization period)
KB/s on Layer 3
G.711 80
G.729 24
Works within a Cisco Unified Communications Manager

cluster (including exit points)
- Trunks, gateways, etc. can be put into a location allowing
some control for calls leaving the cluster
Locations-based CAC is topology-unaware
Cisco Unified Communications Manager uses locations to implement CAC. Calls are limited
bv permitting a certain bandwidth for all calls coming into and going out of a location.
Cisco Unified Communications Manager calculates the actual audio codec bandwidth plus IP
overhead (assuming a packetization period of 20 ms). Therefore, each 0.711 call reduces the
bandwidth thai is configured for a location by 80 kb/s while a (i.729 call reduces the available
bandwidth bv 24 kh/s.
Kach device has one location assigned, fhe assignment can be direct and via a device pool or
via a device pool alone. If both are used, the device configuration has a higher priority.
fhe configured bandwidth limit is independent ofthe destination location ofthe call. Unlike a
region configuration, where the maximum pemiitted codec is configured per pair of regions, ihe
bandwidth limit of a location applies to all interlocalion calls, regardless ofthe other location.
Locations provide CAC for calls within a cluster. However, because locations can also be
configured for gatewavs and trunks, they do allow some control for calls leaving the Cisco
Unified Communications Manager cluster.
I ocalions-based CAC in Cisco Unified Communications Manager is totally unaware ofthe
topology ofthe network, ft is a purely logical assignment and does not reflect ihe actual
topology or the actual bandwidth available.
Note Calls within a location do not count toward the location bandwidth limit; they are unlimited.
The locations-based CAC algorithm considers only calls that go in or out of a location.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Regions
This sectiondescribes Cisco Unified Communications Managerregions. Regions are used to
control the codec that is used for a call.
Regions
The codec that will be used depends on Cisco Unified

Communications Manager region configuration:
• Each region is configuredwith the codec with the highest permitted
bandwidth requirements:
- Within the configured region
- Toward specific other regions (manually added)
-• - Toward all other regions (that have not been manually added)
• Each region is assigned to a device pool.
- Adevice pool isassigned to a device.
• Codec selection depends on the capabilities of the two devices:
- Best codec that is supported by both devices and does not
exceed bandwidth requirements ofthe codec permitted in the
region configuration.
- ffdevices cannot agree on a codec, a transcoding device is
invoked.
The codec that will be used for a call depends on Cisco Unified Communications Manager
region configuration.
Lach device is assigned with a region via the device pool configuration. For each region, the
administrator can configure the codec with the highest pcnnitled bandwidth requirement within
a region, to other specifically listed regions, and to all other (not listed) regions.
When a call is placed between two devices, the codec is determined based on the regions ofthe
two devices and on the capabilities ofthe devices. The devices will use the best codec that is
supported by both devicesand does not exceed the bandwidth requirements ofthe codec that is
permitted for the regions that are involved in the call.
Ifthe two devices cannot agree on a codec (for instance, if region configuration allows G.729
as the maximum codec but one device only supports G.711). a Iranscoder is invoked (if
available) to convert from G.711 to G.729.
In order lo conserve IP WAN bandwidth, a low-bandwidth codec should be used in the IP
WAN. For calls within a LAN environment, a high-bandwidth codec should be used for
optimal audio quality.
Note When designing where to use a type of codec, it is important to consider that a low-
bandwidth codec such as G.729 is designed for human speech. However, The G 729 codec
will not work well for other audio streams such as music on hold (MOH)
)2010 Cisco Systems, Inc. 3-69
Defining Regions
This figure shows an example scenario for a typical codec configuration in Cisco Unified
Defining Regions
Typical region usage:

* Use high-bandwidth codecs within a region.
• Use low-bandwidth codecs between regions.
Remember: Low-bandwidth codecs are designed for
human speech and do not work well for other audio
streams such as fax or MOH.
Branch 1 Branch 2i
HQ G.711 G.729 G.729
Branch 1 G.729 G711 G.729
Branch 2 G.729 G.729 G71?
The tabic in the figure shows a typical scenario for codec configuration in a Cisco Unified
Communications Manager multisite environment.
For calls within a site env ironment. a high-bandwidth codec should be used for optimal audio
quality.
For calls between sites, a low-bandwidth codec should be used in order lo conserve IF WAN
bandwidth.
According to the preceding table. Cisco Unified Communications Manager regions are
configured in the following wav;
• G.711 for calls between ihe headquarters IF phones
• G.711 for calls between branch l IF phones
• Ci.7l I lor calls between branch 2 IF phones
• G.729 for calls between the headquarters IP phones and any branch IP phones
• G.729 for calls between IP phones in different branches
As a result ofthe preceding configuration, all calls that use the IP WAN between the remote
sites and the headquarters use G.729. Calls, local to one site, use G.711.
3-70 Intmducing Cisco Voice and Unified Communications Administration (ICOMM| vS.O © 2010 Cisco Systems, Inc.
CAC Types
This section describes the Cisco Unified Communications Manager CAC types.
CAC Types
Cisco Unified Communications Manager supports the following CAC

features
• CentraIized ca11 processing deploymenls
i_c gallons
fJSv'^-'jnables ;oc3tiens
• Distributed call-processing deployments

H.323 gatekeeper C*C
In centralized call-processing deployments, locations and Resource Reservation Protocol

(RSVP)-enabied locations can be used lo provide CAC. In the event where acall is not
admitted bv one ofthese two CAC methods due to bandwidth limitations, automated alternate
routing (AAR) can be used to reroute the call over the PSTN (off-net) instead ofdenying the
call. AAR provides asimilar service to PSTN backup, except that the trigger event is not acall
failure on the on-net path but no available bandwidth from the CAC point ofview.
In distributed call-processing environmenLs, H.323 gatekeeper CAC can be used with 11.323
trunks {gatekeeper-controlled intercluster trunks and 11.225 trunks). If the H.323 gatekeeper
does not admit the call, standard backup functionality ofroute lists and route groups are
applied. For example, to route calls that have not been admitted by the gatekeeper to be sent
over the trunk, one ormore PSTN gateways can be configured inanother (lower-priority) route
group ofthe same route list. In this configuration, the gatekeeper-controlled trunk is preferred
over the PSTN as long as calls are admitted; once CAC rejects acall, calls are sent over the
PSTN.
3-71
Summary
This topic summari?es the key points lhat were discussed in this less*
Summary
• Administrators can implement different calling privileges in

Cisco Unified Communications Manager for each user using
partitions and CSSs. Auser class ofservice may block some
destinations, select a different route for a common
destination, or change the route based on the time of day
• Cisco Unified Communications Manager provides highly
flexible call routing using features such as route lists and
route groups. Locations-based CAC configuration prevents
oversubscnption of routes and works wilh AAR to provide
overflow routing.
This lesson presented Cisco Unified Communications Manager call routing and CoS teak
References
• Cisco Unified Communications Svstem 8.x SRND on Cisco.com:
hiips://v^\vv\-.cisco.coni.'eiv'US/docs/voice_ip_coinni/ciicni/srnd/8.x/uc8\.html.
• Cisco Unified Communications Manager System Guide, Release 8.0(1) on Cisco.com:
hllp://www.ci-,co.com'en.''US/docs/voicc_ip_comm/cucm/admin/8 OJ/coiisys/accm-SOl
em.html
3-72 Introducing Cisco Voice and Unified Communications Administration fICOMM] v8.0 ©2010 Cisco Systems. Inc.
Lesson 3
Understanding the
Configuration Components
Impacting Call Flows in Cisco
Manager Express
Overview
Implementing atelephony class ofservice means that not all users can access all call routing
table entries. "Fhe result is thatfora specific calling device or line, some destinations arc
pemiitted while others are not. Other devices or lines may be permitted to access different
destinations. This lesson describes the concept ofcalling privileges and how they can be
implemented on Cisco Unified Communications Manager Express routers using class of
restriction (COR).
Objectives
Upon completing this lesson, you will be able to describe configuration components (COR. dial
peers, and so on) that impact call flows in Cisco Unified Communications Manager F.xpress.
This ability includes being able to meetthese objectives:
m Describe the concept of class of restriction
• Describe call routing in Cisco Unified Communications Manager Express
COR
Ihis topic describes Cisco Unified Communications Manager Express COR.
Class of Restrictioi
Cisco Unified Communications Manager Express uses the

Cisco IOS class ofrestriction (COR) feature to implement
calling privileges
COR defines the destinations a useris allowed to dial.
COR lists are assigned to ephone-dns and dial peers:
Incoming COR listfor calls arriving in Cisco Unified
- Outgoing COR list for calls outbound from Cisco Unified
CommunicationsManager Express
Calling priv ileges define the destination to which a useris allowed to dial and connect. COR is
a Cisco gateway feature lhat enables class ofservice (CoS) orcalling privileges tobe assigned
to phones.
Calling priv ileges areimplemented on Cisco IOS gateways using COR lists. In Cisco Unified
Communications Manager Express. COR lists can be applied toany dial peer ordirectory
number.
COR lists arc assigned loCisco Unified Communications Manager Express ephone-dn and dial
peers as follows:
• Incoming COR list is assigned for calls arriving in Cisco Unified Communications
Manager F.xpress
• Outgoing COR list is assigned for calls outbound from Cisco UnU'ial Comnuinicalions
Manager Express
COR is highly dependent on properly configured call routing. Ifcalling privileges are not being
enforced effectively, it may have something to do wilh the way calls arebeing routed.
When deplov ing COR. it isoften necessar; to have more granular dial peers. For example, it
mav not be practical to use the 9Tdestination pattern asa "catchall" dial peer for outgoing calls
to the public switched telephone network (PSIN). Creating new dial peers todistinguish
among intcmai. local, long distance, and international calls, and services such asemergency
911 gives grealer control over which PSTN destinations are accessible.
3-74 Intrcducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
COR Behavior
This section describes the COR behavior when implementing calling privileges on Cisco
Unified Communications Manager Express.
COR Behavior
Foreach call, the incoming COR list is matched

againstthe outgoing COR list:
• If the outgoing COR list is a subset of the incoming COR list,
the call is routed.
• If the outgoing COR list is not a subset of the incoming COR
list, the call is not routed.
international Call Penrsittert
The COR feature provides the ability to deny certain call attempts based on the incoming and
outgoing class ofrestriction lists provisioned on the dial peers.
COR is used to specify which incoming dial peer can use which outgoing dial peer to make a
call. Each dial peer can be provisioned wilh an incoming and an outgoing COR list.
COR functionality provides the ability to deny certain call attempts based on the'incoming and
outgoing COR lists that are provisioned on the dial peers. This functionality provides flexibility
in network design, allows users to block calls (for example, calls to 900 numbers), and applies
different restrictions to call attempts from different originators.
Thelock and key analogy is useful here as follows:
• Outgoing COR listsare locked.
• Incoming COR lists contain the keys to open the locks.
The fundamental mechanism at the center ofthe COR functionality relies on the definition of
incoming and outgoing COR lists. Each COR list is defined to include anumber of members,
which are simply tags previously configured as class ofrestriction members or tags.
Multiple COR members or tags are defined, and COR lists are configured that contain these
COR members or tags. Each COR list is then assigned to dial peers as an incoming or outgoing
list using the corlisl incoming orcorlist outgoing commands.
When acall goes through Cisco Unified Communications Manager Express, an incoming dial
peer and an outgoing dial peer are selected based on the Cisco IOS dial-peer routing logic. If
COR lists arc associated with the selected dial peers, the following additional check is
performed before extending the call:
3-75
^the C
rn? TP'!Cdto T^
OR applied inC0'"ingdialdialpeerPeCr(for(f°routgoing
the outgoing inCOming cal,s>thehasuPtrs*
calls), or equal to
call goes through.
Ifthe COR applied on an warning dial peer (for incoming calls) is not asuperset or equal
to the COR applied lo the outgoing dial peer (for oulgoing calls), ihe call is rejected.
Note
Incommg and outgoing are terms that are used with respect to the voice ports For example
if you try to make acalf from aphone that is connected to one of the Foreign Exchange
Station (FXS) ports of the router, it is an incoming call for the Cisco Unified Communicalions
Manager Express and voice port. Similarly, if acall is made to that FXS phone, then it is an
outgoing call.
3-76 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.D ©2010 Cisco Systems Inc
Default COR Behavior
This section describes the default COR behavior when implementing calling privileges on
Cisco Unified Communications ManagerExpress.
Default COR Behavior
When no corlist commands are applied to some dial

peers:
• If no incoming COR list is configured, the call is always
routed (master key).
• If nooutgoing COR list is configured, the call is always
routed.
!n*a'national Call Permitted
Outbound
POTS Call Leg
PSTN,,'
Ifno COR lisl statements are applied to the Cisco Unified Communications Manager Express
dial peers, the following properties apply:
• When no incoming corlist command isconfigured on a dial peer, the default incoming
COR list is used. The default incoming COR list has the highest possible priority and
therefore allows this dial peer toaccess all other dial peers, regardless oftheir outgoing
COR list.
• When no outgoing corlist command isconfigured on adial peer, the default outgoing COR
list isused. The default outgoing COR list has the lowest possible priority and therefore
allows all other dial peers toaccess this dial peer, regardless oftheir incoming COR list.
In summary, the following call routing occurs when no COR list statements are applied to dial
peers:
• Ifno incoming COR list isconfigured, the call is always routed (like amaster key to all
locks).
• Ifnooutgoing COR list isconfigured, the call is always routed (no lock).
3-77
Call Flows inCisco Unified Communicalions Manager and CiscoUnified Communications Manager Express
The following table describes call routing behavior using COR lists,
Call Routing with COR Lists
COR List on COR List on Result Reason

Incoming Dial Peer Outgoing Dial Peer
No COR No COR Call succeeds COR is not a factor.

No COR The COR list that is Call succeeds No incoming COR list on the
applied for outgoing incoming dial peer or ephone-dn
calls
means no call restrictions
The COR list that is No COR Call succeeds. No outgoing COR list on the outgoing
applied for incoming
dial peer or ephone-dn means no call
calls
restrictions
The COR list that is The COR list that is Call succeeds The COR list for incoming calls on
applied for incoming applied tor outgoing the incoming dial peer is a superset
calls (superset of calls (subset of of COR lists for outgoing calls on the
COR lists applied for COR lists applied outgoing dial peer.
outgoing calls on the for incoming calls
outgoing dial peer) on the incoming dial
peer)
The COR list that is The COR list that is Call cannot be COR lists for incoming calls on the
applied for incoming applied for outgoing completed using incoming dial peer are not a superset
ca//s (subset of COR calls (superset of this outgoing dial of COR lists for outgoing calls on the
lists applied for COR lists applied peer outgoing dial peer
outgoing calls on the for incoming calls
outgoing dial peer) on the incoming dial
peer)
3-78 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc
COR Solution Example
This figure shows an example call fiow using the sample CoS scenario when implementing
Cisco Unified Communications Manager Express COR.
COR Solution Example
• Example for devices assigned the Long Distance COR

• Incoming COR list permits access to required destinations only
- Emergency, local, and long distance
-W
Long Distance
1 408 5550166
J0^W& International
+49 89 5550166
Eor dev ices that are assigned the Long Distance COR, the incoming COR list permits access to
the required destinations only: emergency, local, and long distance.
An example Cisco Unified Communications Manager Express COR configuration for this
solution may look likethe following:
Define COR Members:
dial-peer cor custom
name 911
name local
name Id
name intl
Configure outbound COR Lists:

dial-peer cor list 911call
member 911
dial-peer cor list localcall

member local
dial-peer cor list ldcall
member Id
dial-peer cor list intlcall
member intl
Configure inbound COR Lists:

dial-peer cor list local-911
3-79
member 911
member local
dial-peer cor list ld-local-911

member 911
member local
member Id
dial-peer cor list intl-ld-local-911

member 911
member local
member Id
member intl
Assign outbound COR lists to PS'fN dial peers:

forward-digits all
corlist outgoing 911call
port 0/0/0:23

forward-digits 3
ccrlist outgoing 9"llcall
port 0/0/0:23

destination-pattern 9[2-9]
ccrlist outgoing localcall
port 0/0/0:23

destination-pattern 91[2-9]..[2-9]
prefix 1
corlist outgoing Idcall
port 0/0/0:23

destination-pattern 901IT
prefix 011
corlist outgoing intlcall
port 0/0/0:23
Assign inbound COR liststo incoming dial peers andephone-dn:

port 0/0/0
corlist incoming local-911

port 0/0/1
3-80 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v80 >2010Cisco Systems. Inc.
corlist incoming intl-ld-local-911
ephone-dn 1
corlist incoming intl-ld-local-911
ephone-dn 2
corlist incoming local-911
In this example, ephone-dn 1can call without restrictions because all access rights are assigned.
The ephone-dn 2can only call emergency and local numbers.
An analog device with the number 1003 connected to the voice port 0/0/1 can call emergency
and local numbers. The analog device with the number 1004 (connected tothe voice port 0/0/0)
can dial without restrictions.
i 2010 Cisco Systems, Inc 3"81
Feature Comparison
Ihis figure provides a comparison ofCisco Unified Communications Manager Express and
Cisco Unified Communications Manager CoS features.
Feature Comparison
Comparison of Cisco Unified Communications Manager

Express and Cisco Unified Communications Manager CoS
features:
• The dial-peer cor list command is used to configure class of service
• incoming COR lists contain a single tag to be used like a partition.
• Outgoing COR listscontain a complex list oftags to be used like calling
search spaces
Cisco Unified Cisco Unified Communications.'

Communications Manager Manager Express
Partitions Outgoing COR lists
Incoming COR lists
The Cisco Unified Communications Manager Express dial-peer cor list command is used to
configure CoS:
• Incoming COR lists contain a single tag to be used like a partition.
• Outgoing COR lists contain a complex list of tags to be used likecalling search spaces
(CSSs).
3-82 Introducing Cisco Voice and Unifed Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems, Inc
Call Routing
This topic describes call rouling in Cisco Unified Communications Manager Express.
Call Routing Overview
By default Cisco Unified CommunicationsManager Egressselects the dial

peer wilh a destination pattern that matches the greatest number of dialed
digits
Dial peer 1 isselected because destination 91302 is Ihe longest match.
Ifmorethanone outbound dial peer matchesthe dialstring, allmatching dial
peers are used to form a hunt group.
- Aloutbound dial peersinthe hunt group aretried until one is successful.
User dials
+ 913021114000
Longest Match
Diat Pearl
913021M«XX
91302
DfelP**"2
When a call arrives inCisco Unified Communications Manager Express, theoutbound dial peer
with adestination pattern that matches the greatest number ofdialed digits isselected.
When the call setup message contains all the digits necessary to route the call, Cisco Unified
Communications Manager Express searches for an outbound dial peer. The entire incoming dial
string is used to match outgoing dial peers.
In the preceding figure, dial peer 1is selected because destination 91302 is the longest match.
Iftwo-stage dialing is required for the incoming call, the match isdone digit by digit. Cisco
Unified Communications Manager Express enters digit collection mode (digits are collected in-
band). Outbound dial peer matching isdone on a digit-by-digil basis. The Cisco Unified
Communications Manager Express checks for dial peer matches after receiving each digit and
then routes the call vvhen the first match is made. Inthis case, dialpeer 2 would be selected
because destination 9 matches.
Note If more thanone outbound dial peer matches the dial string, all matching dial peersare used
to form a hunt group. All outbound dial peersinthe hunt group are tried until one is
successful.
Call Flows in Cisco Unified Communicalions Manager and Cisco Unified Communications Manager Express
Call Routing Backup
Ihis section describes Cisco Unified Communications Manager Express call routing backup.
Call Routing Backup
To provide a backup route, configureat least two VoIP dial

peers with the same destination pattern pointing to different
gateways.
Usethe preference attribute to selectthe priority order.
'^^ Userdials
j 913021114000
313021114XXX •+• Dlalpeer' ...1/0/0

Preference 1 •—•——
PSTN
2ND
^ Dial Peer 2 1/Q/1
Preference 2
When more than one outbound dial peer matches the dial string, all matching dial peers are
used to fonn a hunt group. By default, all outbound dial peers in the hunt group are tried until
one is successful. Ihe Cisco Unified Communicalions Manager Express administrator can
configure primarv and backup routes using the preference dial peer configuration option.
The dial peer preference indicates the preferred order ofthe dial peer within the hunt group as
follows:
• I'hc lowerthe number, the higher the preference

• Default 0
• Range (Ho It)
In the preceding figure, both dial peers are configured with the same destination address. This
configuration means thatwhen a match occurs, both will fonn a hunt group. Butbecause dial
peer I is configured with preference I. dial peer 1will be used as theprimary dial peer. Dial
peer 2 (preference 2} will be used as a backup.
3-84 introducingCisco Voice and Unifed CommunicationsAdministration (ICOMM) vS.O ©2010 Cisco Systems, Inc
Trunk Groups
This topic describes Cisco Unified Communications Manager trunk groups.
Trunk Groups
Standard dial-peer selection points toa single interface:

• Trunk groups support up to 64 interfaces to be accessed from asingle dial peer
- Configured on the dial peer and voice pods
. Hunt scheme round-robin, longest-idle, leasi-idle, least-used, sequential, or random
- Default is least-used
• Additional configuration can be applied to thetrunk group
Incoming and outgoing number translation profles
Carrier ID
User dials
Trunk Group
913021114000
I'D I. __
813021114XXX •* DaHPeeM PSTN
Standard Cisco Unified Communications Manager Express dial-peer selection points to asingle
interface. To assign adial peer to multiple interfaces, perform the following:
• Assign digital interfaces oranalog voice ports toaIrunk group.
• Assign the trunk group to an outgoing dial peer as amember ofone or more trunk groups.
fhe administrator has achoice ofcall hunting schemes to access ihe interfaces in the trunk
group as follows:
• Ecast-used (default)
• Round-robin
• Eongest-idle
• Least-idle
• Sequential
• Random
When adial peer is amember of more than one trunk group, use the preference-num value to
set the order in which the trunk groups will be used for the dial peer. Aprcferencc-num value
of I is the highest preference so that the trunk group is used first; avalue of 64 is the lowest
preference so that the trunk group isused last.
Ifno value is entered for prcferencc-num. the software assigns the trunk group apreference of
65. which causes that trunk group tobe selected after all other trunks are used.
If two trunk groups have the same preference-num value, the trunk group that was configured
first is used before the other trunk group.
3-85
Trunk groups mav provide the dial peer with carrier information, ahunt scheme for finding an
available interlace or channel for the outgoing call, and translation profiles for number
translation.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems Inc
Ephone Hunt Group Overview
This section provides an overview ofthe ephone hunt group.
Ephone Hunt Group Overview
• Hunt groups have a pilot number.

• Ahunt group iscomposed of a list of ephone-dns.
* Selection of behavior for hunting the ephone-dns:
- Sequential
- Peer
- Parallel
- Longest idle
User dials
1800-123-4567
Hunt PBct
HuntUst
1800123436*'
Ephone hunt groups provide the ability to direct incoming calls for aspecific number (the
ephone hunt-group pilot number) to adefined group ofephone directory numbers (ephone-dn)
or wildcard slots.
Cisco Unified Communications Manager Express system redirects incoming calls that are
based upon the configured hunt list selection behavior as follows:
• Sequential
• Peer
• Parallel
• Longest-idle
At the end ofthe hunt group, a last-resort behavior can be defined with the final command.
This behav ior can direct the call toeither an ephone-dn or the pilot number for another ephone
hunt group.
) 2010 Cisco Systems, inc
Ephone Hunt Group Default Behavior
There should aluav s be adefault behavior thai is configured for the event ofan ephone hunt
group not hcina answered.
Ephone Hunt Group Default Behai
Hunt groups should have a default behavior atthe end ofthe hunt group
The final directory number is used when a call isnot answered by any hunt
group members
Voice mail
Another hunt group pilot
User dials '~^%3j?

1800-123-1567 T
Hunt Pilot
18001234S67
Hunt Piloi
18007854321
HuffiUst
At ihe end ofthe hunt group list, ifno ephone-dn defined in the list has answered the call, the
incoming call is directed to the destination thaiis defined by the final command. This
destination can be the piloi number ofanother hunt group, a voice-mail number, or the number
of an ephone-dn.
fhe timeout command sets the amount oftime, in seconds, that an incoming call can ring a
member ofthe hunt group before hopping tothe next target in the hunt group.
3-88 Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Syslems, Inc.
Basic Automatic Call Distribution
Cisco Unified Communications Manager Express supports an auto-attendant function and acall
queuing function Two Tool Command Language (Tel) scripts arc provided with Cisco Unified
Communications Manager Express software. The two functions together provide what is
known as the basic automatic call distribution (B-ACD) service.
Basic Automatic Call Distribution
• Basic automatic calldistribution (B-ACD) provides auto-

attendant functionality to allow the callerto self-direct.
- Extension, voice mail, or ephone hunt group
• Provides call queuing functions if noagent in an ephone hunt
group is currently available:
- Upto 10 auto-attendants
- Maximum 10 ephone hunt groups
• Tools for collecting and obtaining callstatistics
• Requires two built-in Cisco Systems Tel scripts in flash
memory:
- Auto-Attendant
-- Call queuing function
The built-in applications are app-b-acd-aa for the auto-attcndant feature and app-b-acd for the
queuing feature.
Configuring these applications is identical to configuring the external Tc! scripts, fhe
appropriate audio files must be uploaded into fiash memory.
The first function ofthe B-ACD isthe aulo-attendant. 'fhe auto-attcndant function, called Cisco
Unified Communications Manager AutoAllendant. The aulo-attendant can answer incoming
calls and present abasic menu ofup to four options. Commonly presented options include
enabling the caller to go directly to an extension by entering the extension number, go directly
to an operator by pressing 0. go to voice mail, orgo to an ephone hunt group.
Ofthe four available options that are presented in the Cisco Unified Communications Manager
AutoAttendant menu, three can point to thepilot number of anephone hunt group.
Theautomated function is enabled through the configuration ofthe Cisco Unified
Communications Manager AutoAttendant Tel script.
Ifamember ofthe hunt group is unavailable, the second function ofthe B-ACD service, call
queuing, activates. The characteristics ofcall queuing are as follows:
• Call queuing allows calls to be placed in aqueue in the order oftheir arrival.
• Supports upto 10 auto-attendants and 10 ephone hunt groups.
~ ~ 3-89
As members ofthe hunt group become available, the calls are serviced based on their order
in the queue.
Call queuing is enabled through (he configuration ofthe call queuing Tel script.
3-90 Inlrcducing Cisco Voice and Unifed Communications Administration (ICOMM) «8 0 ©2010 Cisco Systems, Inc
Typical Call Using B-ACD
This figure describes atypical call using the Cisco Unified Communications Manager Express
B-ACD feature.
Typical Call Using B-ACD

The B-ACD auto-attendant service answers the outside call tothe pilot number.
The autc-attendanl plays a welcome recording, and then informs the caller of
their options.
The caller selects the required option, e.g.,the SalesDepartment.
The Sales Department option points an ephone huntgroup.
If there areavailable hunt group members, the call issent tothe hunt group pilot
number
If no hunt group members are available (they are all handling calls or are in the
DND stale), theB-ACD call queuing service activates.
Abusy recording isplayed, followed by music onhold.
The call isplaced In a queue until a hunt group member becomes available,
Can to 639 123 4567 Hunt Group
v-
When an outside user calls the B-ACD pilot number 609-123-4567, the following describes the
Cisco Unified Communications Manager Express B-ACD function operation:
1. The B-ACD aulo-attendant service answers the outside call to the pilot number.
2. The auto-attendant plays awelcome recording, and then informs the caller oftheir options.
3. The caller selects the required option, for example, the Sales Department.
4. The Sales Department option points anephone hunt group.
5. Ifthere are available hunt group members, the call is sent to the hunt group pilot number.
6. Ifno hunt group members are available (they are all on calls or in the Do Not Disturb
[DND] stale), the basic automatic call distribution call queuing service activates.
7. Abusy recording isplayed, followed bymusic onhold.
8. fhe call is placed in aqueue until ahunt group member becomes available.
3-91
Summary
This topic summarizes the kev points thai were discussed in this lesson.
Summary
• To implement calling privileges, Cisco Unified

Communications Manager Express uses COR lists, which
are assigned lo dial peers and ephone-dns. When an
outgoing COR list isa subset ofthe incoming COR list a call
will be routed.
Using the trunk group feature, a single dial-peer destination

match can access multiple voice ports. Up to 64 trunk group
voice ports can be accessed using the default least-used
hunt scheme.
Ihis lesson described the configuration components impacting call flows in Cisco Unified
References
For additional information, refer lo these resources:
• Cisco Unified Communications Manager Express Command Reference on Cisco.com:
htlp://wwvv.cisco,coni-'en/US/docs/voice ip_comm/cucme/comniand/referenee/
cme_cr.html,
• Dial Peer Configuration on Voice tJaleuav Routerson Cisco.com:

http:/Avww .cisco.com/cn/US/docs/ios/l2_3/vvr_c/dial peer/dpeer_e.lilml.
3-92 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems. Inc
Module Summary
This topic summarizes the key points that were discussed in this module.
Module Summary
• Cisco Unified Communications Manager supports PSTN backup

routes using SRST.
- Cisco Unified Communications Manager uses partitions and
CSSs to implement CoS. Route lists and route groups offer
flexible call routing. Hunt groups can be used to provide call
coverage.
• Cisco Unified Communications Manager Express usesCOR to
implement CoS. Voice hunt groups support SIP and SCCP
endpoints, but notin a mixed mode.
This module covered call flows in Cisco Unified Communications Manager and Cisco Unified
Communications Manager Express. Topics included the configuration components impacting
call flows in Cisco Unified Communications Manager and Cisco Unified Communications
Manager Express.
References
• Cisco Unified Communicalions Manager Documentation Guide for Release 8.0(2) at:
htip://vvvvw.cisco.coni/en/US/docs/voice_ip^comm/cucm/docguide/8_0_2/dg802.html.
• Cisco Unified CME 8.0 Supported Firmware, Platforms, Memory, and Voice Products at:
http://wwv.cisco.com/en/US/docs/voicejp_comm/cucme/rcquirements/guidc/
cme80spc.htm.
3-93
3-94 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems Inc
Module Self-Check
Ql) In aCisco Unified Communications Manager IP phone implementation, the SCCP
signaling protocol and RTP media stream take different paths across the network.
(Source: Understanding Call Flows and Call Legs)
A) true
B) false
Q2) In aCisco Unified Communications Manager Express implementation, which of the
following is not used to match inbound dial peers? (Source: Understanding Call Flows
and Call Legs)
A) destination pattern
B) incoming called number
C) answer address
D) port
E) session target
Q3) In Cisco Unified Communications Manager, which name is used to describe the
configuration element that contains alist ofaccessible partitions? (Source:
Communications Manager)
A) partition lists
B) route group
C) calling search space
D) class of service list
Q4) In Cisco Unified Communications Manager, which two ofthe following are not
sources for acall routing request? (Choose two.) (Source: Understanding the
Configuration Components Impacting Call Flows in Cisco Unified Communications
Manager)
A) voice mail ports
B) translation patterns
C) route patterns
D) trunks
F) bunt groups
05) In Cisco Unified Communicalions Manager Express, which ofthe following scenarios
will result in a call being blocked? (Source: Understanding the Configuration
Components Impacting Call Flows in Cisco Unified Communications Manager
Express)
A) The outgoing COR list isa subset ofthe incoming COR list.
B) The outgoing COR list isnot a subset ofthe incoming COR list.
C) No incoming COR fist is configured.
D) No outgoingCOR list is configured.
3-95
Q6) Ilow can multiple interfaces be accessed from asingle dial peer in Cisco Unified
Communications Manager Express? (Source: Understanding the Configuration
Components Impacting Call Flows in Cisco Unified Communications Manager
Express)
A) Use trunk groups on the dial peer and voice ports.
B) Use the dial-peer preference command lo define the priority order for
multiple interfaces lhat are accessed from Ihe dial peer.
C) Configure aroute list and route group thai contain multiple interfaces. The dial
peer must be configured to access the route list.
D) Ii is not possible. Configure multiple dial peers wilh the same destination
pattern to access multiple interfaces.
3-96 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems Inc
OD A
Q2) F
Q3) C
04] C.b
Q5) B
Q6) A
3-97
i 2010 Cisco Systems, Inc
-_:
__ mit
3-98 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) V8 0 ©2010 Cisco Systems, Inc
Module 4
Endpoint and End User

Administration
Overview
This module focuses onendpoint and end-user administration tasks inCisco Unified
Module Objectives
Upon completing this module, you will be able to perform endpoint and end-user
administration tasks in Cisco Unified Communications Manager andCiscoUnified
Communications Manager Express. This ability includes being able tomeet these objectives:
• Describe the characteristics ofendpoints inCisco Unified Communications Manager and
Cisco Unified Communications Manager Express andthe related configuration
requirements
• Describe how toimplement endpoints in Cisco Unified Communications Manager and
• Describe the characteristics of end users in Cisco Unified Communications Manager and
Cisco Unified Communications ManagerExpress and the related configuration
requirements
• Describe how to implement end users inCisco Unified Communications Manager and
4-2 Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc.
Lesson 11
Understanding Endpoint
Characteristics and
Configuration Requirements
Overview
1„ Cisco Unified Communications Manager and Cisco Unified Communications Manager
Express each device-such as an IP phone-is defined as aseparate endpoint. Each physical
IP phone has anumber of lines available, depending on the phone type. Each line may be
configured with adirectory number, which is used for calls. Th.s lesson describes the
characteristics ofendpoints in Cisco Unified Communicalions Manager and C.sco Unified
Communications Manager Express and the related configuration requirements. Top.cs_w, I
cover the necessar parameters to add an IP phone and directory number in C.sco Unified
Objectives
Upon completing this lesson, you will be able to describe the characteristics ofendpoints in
Gsco Unified Communications Manager and Cisco Unified Communications Manager Express
and the related configuration requirements. This ability includes being able to meet these
objectives:
. Describe how IP phones register with Cisco Unified Communications Manager and Cisco
Unified Communications ManagerExpress
. Describe the necessarv parameters to add an IP phone in Cisco Unified Communications
Manager including device pool, phone button template, soflkcy template, common phone
profile, calling search space, location. AAR group, and display configuration
. Describe the necessarv parameters to add an IP phone in Cisco Unified Communications
Manager Express, including MAC address, phone type, button associations
IP Phone Registration Process
This topic describes the function of network components that are used or provided by Cisc
Unified t ommunicalions Manager for the IP phone
phone re,i,.r,,Hon
registration n™.„
process. *
letwork Components
IP phones require network services to access Cisco Unified

NatwwkComponent
A reference dock for device time synch ran Nation
Usually from an external source.
NTP Reference Clock Alternatively, aCisco router can beconfigured asa
master NTP server.
The Cisco Unified Communications Manager
publisher is ihe NTP client.
DHCP Tne DHCP server provides IP address configuration
andTFTP server location lo the IP phones.
The TFTP server provides device configuration files
TFTP Server m&r files' ^ firmware upgrades totheIP phones
Cisco Unified Communications Manager can provide
both DHCP and TFTP services.
DNS Server Provides hostname to IP address resolution to the
IP phones and user PCs.
Network 1ime Protocol (NTP) is designed for synchronizing the clocks ofcomputer systems
over Pnetworks. NIP server, provide areference clock for device time synchronization
usually from an external source. Alternatively, any company can provide an internal NTI'
server for synchronization without reference loexternal sources.
ACisco router can be configured as amaster NTP server ifan external source is not available
Ihe Cisco Unified Communications Manager publisher is ihe NTP client.
Cisco Unified Communications Manager can use NTP lo obtain time information from atime
server.
DI 1CP is aprotocol lhat allows IP endpoints to obtain their IP settings from aserver The most
important settings are the IP address, subnet mask, and default gateway. In addition the
Domam Name System (DNS) server address and special functions, such as the TF1 Pserver
address used by Cisco IP phones, can be assigned to the client. Cisco Unified Communications
Manager features aDHCP server that is designed to serve IP phones only.
TFTP is asimple file transfer protocol and is used by Cisco IP phones to obtain configuration
files and their software. ACisco Unified Communications Manager cluster must run the TFTP
service on at least one senertobe able tosupport IP phones.
DNS is aname-resolution protocol that allows IP applications to refer lo other systems bv
logical names instead ofTP addresses. ACisco Unified Communications Manager cluster can
be configured to use either DNS or IP addresses.
4-4
Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
Network Time Protocol
This subtopic describes the NTP.
Network Time Protocol
- NTP is strongly recommended

- All network devices keep the same time
• Publisher synchronizes to the master NTP clock source
- External or internal to the corporate network
• Subscribers gettheir clock from the publisher
• IP phone gets the displayed time from the Cisco Unified
Communications Manager to which itis registered
IP Phones
Subscribers
Internal NTP Clock
NTP can be enabled and configured during Cisco Unified Communications Manager _
installation However, ifthe decision to use or not use external NTP servers was not considered
properly during the initial configuration ofCisco Unified Communications Manager, >t should
be reconsidered before deploying endpoints.
Use of NTP is stronglyrecommended.
It is extremely important that all network devices have accurate time information because the
system time ofCisco Unified Communications Manager is relevant in the following situations:
• IP phones display date and time information. This information is obtained from Cisco
• Call Detail Records (CDRs) and Call Management Records (CMRs), which are used for
call reporting, analysis, and billing, include date and time information.
• Alarms and events in log files, as well as trace information in trace files include time
information. Troubleshooting aproblem requires correlation ofinformation that is created
bv different system components (Cisco Unified Communications Manager. Cisco IOS
gateway, and so on). This correlation is only possible when all devices in the network have
the same correct time information.
Some Cisco Unified Communications Manager features arc dale- or lime-based, and therefore
rely on the correct date and time. These features include timc-of-day routing and certiticate-
bascd securitv features.
In aCisco Unified Communications Manager cluster, only the publisher will send NTP
requests to the (external) NTP server(s); subscribers will synchronize their time with the
publisher. The configuration of an external NTP server is not required; ifno NTP server is
configured—the publisher will rely on its own system time.
Endpoint and End User Administration

Note Skinny Chert Control Protocol (SCCP, IP phones use the SCCP protocol to get the time
rom the Cisco Unifed Communications Manager where they are registered Session
Vitiation Protocol (SIP) phones get their time via the phone NTP reference
Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems Inc
Network Time Protocol (Cont)
NTP uses a stratum todescribe how many NTP hops theclock

reference is from an authoritative time source.
Stratum 1time server hasa radio oratomic clock directly attached.
Stratum 2 time server receives itstime from a stratum 1time server,
stratum 3 receives from stratum 2, and so on.
Lowest stratum number is preferred by clients when multiple
sources are configured (stratum 1 is the best).
• The external NTP reference dock is preferred bythe publisher,
and the internal NTP reference is the backup.
NTP is designed for synchronizing the clocks of computer systems over IP networks. It has a
hierarchical organization bytheuse of clock strata.
Stratum 0is an extremely precise clock source, such as an atomic clock or radio clock. A
stratum 1server isdirectly connected to astratum 0clock and can provide time information to
other (stratum 2) devices. Stratum 2devices can serve stratum 3devices.
Connectivity to stratum 0devices is limited. At best, astratum 1or 2connection may be
available via the Internet.
The lowest stratum number has the highest priority and ispreferred by clients when multiple
sources are configured (stratum 1 is the best).
In the diagram, the external NTP reference clock is preferred by the publisher. The backup will
be the internal NTP reference.
Note It isrecommended that you use anexternal NTP server to ensure accurate system time on
the first node. Ensure that the external NTP server isstratum 9 orhigher (highest internal
NTP server is stratum 1). _^__^
Endpoinl and End User Administration

Special Functions Used by Cisco IP Phones
This subtopic describes special functions that arc used by Cisco IP phones in aCisco Unified
Communications Manager environment.
Special Functions Used by Cisco

Phones
• Cisco Discovery Protocol: IP phones generate and listen to

Cisco Discovery Protocol messages.
• DHCP: IPphones can get their IP addresses via DHCP.
• Identification by MAC address: IPphones are identified by a
unique device ID and not by their IP address.
• TFTP: IP phones are configured automatically by
downloading device-specific configuration files from a TFTP
server
Power over Ethernet (PoE): IP phones can be powered over

the Ethernet network cable.
PC Port: IP phones allow a PC to beconnected by sharing a
single connection to the switch.
Cisco IP phones integrate seamlessly into aCisco Unified Communications deployment. In

conjunction with other components ofthe overall solution. Cisco IP phones can provide the
following features:
• Cisco Discovery Protocol: Cisco IP phones generate Cisco Discovery Protocol messages
like almost all other Cisco network products. Cisco IP phones can also listen loCisco
Discovery Protocol messages sent out by Cisco Catalyst switches. In this way. aCisco
Catalv st switch can indirectly configure the LAN configuration of the phoned including the
voice VFAN and class ofservice (CoS) settings for traffic that isreceived from an attached
PC. The Cisco Discovery Protocol messages that are sent by the IP phone are important
when using Cisco Unified Video Advantage, a solution in which IP phones can be used for
video calls by interacting with video hardware and software thatis installed onthe PC.
• DHCP: Cisco IP phones can have sialic IP configuration, entered at the IP phone, or use
DHCP lo obtain IP addresses that are assigned from a DHCP server.
• MAC address-based device identification: Cisco IP phones arc identified bv a device ID.
which isbased on the MAC address ofthe IP phone. This identification allows the device
to be moved between subnets and simplifies DHCP configuration, because no specific IP
address is required for an individual phone.
• TFTP: Cisco IP phone configuration does not take place individually atthe phone, but is
centralized in Cisco Unified Communications Manager. Cisco Unified Communications
Manager generates dev ice-specific configuration files and makes them available for
download at oneor more TETP servers. IPphones will learn the IP address ofthe TFTP
server via DHCP, and then load the appropriate configuration file automatically as part of
their boot sequence.
4-8 Introducing Cisco Voice and Unifed Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc
2
Power over Ethernet (PoE): IP phones do not require wall power, but can obtain power
over the Fthernet from anv PoE compliant LAN switch, such as aC.sco Catalyst switch
This capability eliminates the need for extra power adapters and cabling on the user desk.
J
PC port- IP phones allow PCs to be connected to aPC port at the phone and then share the
uplink toward the switch. By using the voice VLAN feature of Cisco Catalyst switches and
IP phones, the phone and the PC can be separated into different VEANs on asingle access
port at the LAN switch.
©2010 Cisco Systems. Inc. EndP°lr"and End User Administration 4-9

IP Phone Registration
This subtopic describes IP phone registration in aCisco Unified Communications Manager or
Cisco Unified Communications Manager Express environment.
\P Phone Registration
IP phone registration is similar for Cisco Unified

Communications Manager Express and Cisco Unified
Cisco Unified Cisco Unified
Manager Express Manager | IPPhones
P Phones IP Phones
The registration process is similar for IP phones in aCisco Unified Communications Manager
or Cisco Unified Communications Manager Express environment.
4-10 Introducing Cisco Voice and Unified Communications Administration (ICOMMI v8.0 >2010Cisco Systems, Inc.
Cisco SCCP IP Phone Startup Process
This subtopic describes the steps in the standard startup process used by an IP phone to connect
to the VoIP network.
Cisco SCCP IP Phone Startup Process

1 IPphone obtains power from theswitch.
2 IP phone loads locally stored image.
;, Switch provides VIAN information toIP phone using Cisco Discovery
Protocol.
4 Phone sends DHCP request, and receives IPinformation and TFTP
server address.
P IP phonegets configuration from TFTP server.
IP phone registers with Cisco Unified Communications Manager:
- Cisco Unified Communications Manager sends softkey template to the
phone using SCCP messages.
Depending on the specific network configuration, some or all ofthe following steps may occur
mm- on an individual IP phone:
Step 1 Obtaining power from the switch: The IP phone obtains power from the switch if
PoE is used. Alternatively, the IP phone can be powered by wall power or an inline
power injector.
Step 2 Loading the stored phone image: The IP phone has nonvolatile flash memory in
which the phone firmware image is stored. At startup, the phone runs abootstrap
loader that loads the phone image from fiash memory. Using this image, the phone
initializes its software and hardware.
Step 3 Configuring Ihe VLAN: Ifthe IP phone is connected to aCisco Catalyst switch, the
switch uses Cisco Discovery Protocol to inform thephone whether or notto use a
dedicated voice VI .AN for Ethernet frames carrying traffic toorfrom the IP phone
(and leaving untagged frames for PC use). Ifthe voice VLAN feature is not enabled
atthe switch and announced by Cisco Discovery' Protocol, ihc IP phone does not
send VLAN-taggcd Ethernet frames.
Step 4 Obtaining an IP address: Ifthe Cisco IP phone uses DHCP, the phone queries the
DHCP server toobtain an IPaddress. DHCP also informs the IPphone about how to
reach the TFIT server (DHCP option 150). IfDHCP isnot used, a static IP address
and TFTP server address must be assigned toeach IP phone locally. IftheDHCP
server does not respond. Ihe IP phone will make use ofthe last used configuration
that is stored in NVRAM.
Endpoint and EndUserAdministration 4-11

Step 5 Requesting Ihe configuration file and the profile file: The TETP server has
configuration files and profile files. Aconfiguration file includes parameters for
connecting to Cisco Unified Communications Manager and information about which
image load aphone should be running. Aprofile file contains various parameters
and values for phone and network settings. Fhe IP phone first requests its
SnP<»wc>.cnfAml file from the TFTP server. If ihe TFTP server docs not respond,
the IP phone (alls back to the last used configuration stored in NVRAM. Ifthe TFTP
server responds but the SEP</™c>.cnf.xm] file is not found on the server, the phone
requests the XMFDefault.cnf.xml (lie. From that file, the IP phone obtains ils list of
Cisco Unified Communications Managers and then attempts lo autoregisterto the
primary server. Then the phone will attempt to download a Certificate TrustList
(CTI.) file, which is only used ifcryptographic features are enabled in Cisco Unified
Communicalions Manager.
Step 6 Registering on Cisco Inified Communications Manager: The configuration file
includes a prioritized list ofCisco Unified Communications Manager servers. After
obtaining the file from the TETP server, the phone attempts to register with the
highest-priority Cisco Unified Communications Manager on the list. Ifthe phone is
not configured in Cisco Unified Communications Manager and autoregistration is
enabled. Cisco Unified Communications Manager adds the device, and the phone
can then register. Once the phone has registered, the Cisco Unified Communications
Manager sends the soflkey template lhat is configured for this IP phone tothe IP
phone using SCCPmessages.
VLAN Discovery Process
This subtopic describes the IP phone VLAN discovery process.
VLAN Discovery Process
The Cisco Catalyst Switch isoptionally configured with VLAN

information
- Voice and data

IP phones useCisco Discovery Protocol tolearn VLAN
configuration from a Cisco CatalystSwitch.
Voice and data may be configured to use separate VLANs.
- Provides security between voice and data VLANs
- Simplifies QoS implementation using separate voice anddata
networks Learned Configuration:
Osco Router Catalyst Switch IP Phone
Voice and data may be configured to use separate VLANs. This type ofconfiguration can
provide security between voice and data VLANs as well as simplify quality of service (QoS)
implementation.
The Cisco IP phone contains an integrated three-port 10/100 switch. The ports provide
dedicated connections to the following devices:
• Port 0 is an internal 10/100 Ethernet interface that carries the IP phone traffic.
• Port 1 connects to a PC or other device.
• Port 2 connects to the access switch orolher network devices. Inline power can beobtained
at port 2.
The voice VLAN feature allows voice traffic from the attached IP phone and data traffic from a
daisv-chained PC to be transmitted ondifferent VLANs. This capability provides fiexibility and
simplicity in IP address allocation and the prioritization ofvoice over data.
IP phones use Cisco Discovery Protocol to leam VLAN configuration from aCisco Catalyst
switch. IfCisco Discovery Protocol isenabled onthe switch port, the switch instructs an
attached phone lo treat the Eayer 2CoS priority value ofthe attached PC in one ofthe
following ways (based on the extended priority lhat isconfigured atthe switch port):
• Trusted: "fhe IP phone allows the PC to send IEEE 802.3 frames (with no CoS priority
value) as well as IEEE 802. Ip frames wilh any CoS priority value.
• Intrusted (default): The IP phone changes the CoS priority value to0 if 802.1 p is used by
the PC.
• Configured CoS priority level: The IP phone sets an 802. Ip header with aCoS priority
value ofx ifthe PC uses 802.Ip with a di fferent CoS priority level than x,orifthe PC did
not use 802.Ip at all. but sent 802.3 framesinstead.
) 2010 Cisco Systems, Inc. Endpoinland End User Adminislralion 4-13
IP Phone DHCP Configuration
This subtopic describes the IP phone DI 1CP configuration process.
IP Phone DHCP Configuration
• The IP phone initializes the IP slack and sends a DHCP request message
Broadcastto all devices in the (voice) VLAN
• The DHCP server response provides IPconfiguration parameters for theIP
phone
IP address, subnet mask, defaultgateway, and TFTPserver address

(option 150)
• The DHCP server may beonthelocal subnet orremote to IP phones.

DHCP configuration DHCP Server TFTP Server
IP address
Subna Cisco Unified
Default Gateway Communications
Option 150 (TFTP) Manager
IP Phone
Al power on. the IP phone initializes the IP stack and sends a DHCP request message. The
DHCP request message is sent as a broadcast to all devices in the voice VFAN. All devices in
the voice VLAN receiv e the request, but only the DHCP server responds.
In the diagram in the figure, the DIICPsener. TITP server, and Cisco Unified
Communications Manager server may be located in the same node orin separate nodes. All
three servers will receive the broadcast DHCP request. The TI'FP server andCisco Unified
Communications Manager server will ignore the request. The DHCP server responds.
The DHCP server response prov ides IP configuration parameters for the IP phone as follows:
• IP address, subnet mask
• Default gatewav
• TFTP server address (option 150)
The Cisco Unified Communications Manager DHCP server can be configured with multiple
subnets. In this case, the DHCP server may be on the local subnet or remote to some IP phones.
When the IP phones arc in remote subnets, a DHCP relay must beenabled so that the DI ICP
requests that were sent out by the clients are forwarded to the DHCP server.
4-14 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, inc
DHCP Server Feature Support Overview
This subtopic describes DHCP server support in Cisco Unified Communications Manager
DHCP Server Feature Support Overview
• The DHCP server in CiscoUnified Communications Manager

is designed to serve only IPphones.
- Not designed toserve other network devices (PCs)
• Provides DHCP functionality for smaller deployments (up to
1000 IP phones)
- Sufficient for IP phone purposes
• Only one DHCP server is recommended per Cisco Unified
- DHCP server is a standalone server, no backup server
exists
• The DHCP service is normally provided on the publisher.
• Multiple subnets canbe configured onthe DHCP server.
The Cisco Unified Communications Manager DHCP server is designed to serve IP phones m
small deployments. In adeployment with no more than 1000 devices registering to the cluster.
the DI ICP service may be coresident (two or more services or applications running on the same
server) on the Cisco Unified Communicalions Manager server. For larger deployments, the
DHCP server must be run on adedicated orstandalone server (with no other services running).
The DHCP server provides DHCP functionality that is sufficient for IP phones, but it should
not be used for other network devices such as PCs.
The recommendation is that only one DHCP server exists per Cisco Unified Communications
Manager cluster. DHCP isnormally provided onthe publisher.
Fach DHCP server isa standalone server. Ifthe Cisco Unified Communications Manager that
isconfigured as the DHCP server fails, no backup server exists.
Each DHCP server must be configured fordifferent IP subnets.
'Fhe Cisco Unified Communications Manager administrator configures the DHCP servers and
subnets as follows:
• A maximum of one server for each node.

• Multiple subnetsmay exist on each server.
Different clusters can share one DHCP server, iftheCisco Unified Communications Manager
clusters are not geographically separated. In the latter case, itmay need one DI ICP server per
location. Ifthe DHCP server is shared, some Cisco Unified Communications Manager clusters
mav have no DHCP servers.

Note
The DHCP server of Cisco Unified Communications Manager must not be used with
deployments of more than 1000 registered devices. Even if there are fewer devices, the
CPU load of the services must be watched closely. If high CPU load is experienced^ the
DHCP service should be provided by other devices; for example, a dedicated DHCP server
switch, router, and so on
TFTP Device Configuration XML File
This subtopic describes the IP phone TFTP device configuration XML file.
TFTP Device Configuration
The IP phone downloads adevice-spedfie configuration file atstartup time

from the TFTP server:
- The IP phone with MAC address AAAABBBBCCCC downloads the
SEPAAAABBBBCCCC.cnf.wnl configuration file,
XMLDefault.cnf.xml isloaded ifa device-specific file is notavailable.
The configuration file points to Cisco Unified Communications Manager
<d*vic*>
<.d»vie"Pool>
<c al 1H* n*g« rf raip>
<m«ib*r ptlority-"0"
<* th «ra»tP hon aPo r t. 20 00</ntbanw U*bon«Port i

</portn>
i'pFdt *b aHv deN in« >i ' .1 -2 . 3'V'pro'-'tQsNedftNainB n
c/cAllHaiuigBO
MAC Address
AAAABBBBCCCC
</cm llKiwgararoi^
•c / da vie *Pod1>
S EPAAAABBBBCCCC enf.xm
fhe Cisco TFTP service builds configuration files and serves embedded component
executables. ringer files, and device configuration files.
The IP phone downloads adevice-specific configuration file at startup time from the TFTP
server. The device also requests a configuration file from theTFTP server.
The IP phone first requests its SEP<mac>.cnf.xml file from the TFTP server:
• 1fthe TFTP server does not respond, the IP phone falls back tothe last used configuration
stored in NVRAM.
• Ifthe TFTP server responds but the SFP<mac>.cnf.xml file is not found on the server, ihe
phone requests the XMLDefault.cnf.xml file. From that file, the IP phone obtains its list of
Cisco Unified Communications Managers and then attempts toautoregister tothe primary
server.
The device configuration file contains aprioritized list ofCisco Unified Communications
Managers for adevice (phones that are running SCCP and phones that are running SIP and
gatewavs). the TCP ports on which the device connects lo those Cisco Unified
Communications Managers, and an executable load identifier. Configuration files for selected
devices contain location information and URLs for the phone buttons: messages, directories,
services, and information.
In the figure above, the IP phone with MAC address AAAABBBBCCCC downloads the
SFPAAAABBBBCCCC.cnf.xml configuration file, fheconfiguration file contains the
information for the IP phone to register with Cisco Unified Communicalions Manager (IP
address 10.1.2.1).

This subtopic describes the IP phone registration.
• The IP phone sends an SCCP registration request to the primary Cisco

Unified Communications Manager server.
Based on the configuration file received via TFTP
• Successful registration results in IP phone telephony configuration download
Lines,speed dials, softkeys. etc.
• With autoregistration, a new SEP<Mac_Address>.cnf.xm[ configuration file is
created and the IP phone restarts
DHCP Server TFTP Server 10.1.2.1

Cisco Unified
Communications
Manager
Extension 1001
The IP phone sends an SCCP registration request lothe primary Cisco Unified
Communications Manager serverwilh the IP address 10.1.2.1 as defined in the
SKP<.l/nc .4ddres.s>.enfix ml (or the XMLDefault.cnf.xml) configuration file that was received
via TFTP.
Successful registration results in telephony configuration download lothe IP phone. The Cisco
Unified Communications Manager server sends additional configuration elements to the IP
phone during the final phases of the registration process including:
• Fine extension numbers and speed dials
• Soitkevs
• Other configuration elements
With autoregistration. the IP phone uses the XMLDefault.cnf.xml configuration file lo register
with the Cisco Unified Communications Manager server. Once registered, a new
SY:?<\fac_Address>.cr\1\\m\ configuration file is created. Cisco Unified Communications
Manager restarts the IP phone, which downloads the SFIKV/r/c* Address>.cnf.xml
configuration file.
The following steps summarize the IP phone registration process:
Step 1 Power up
Step 2 (Jet IP address, subnet mask. DNS server address (if used)
Step 3 Get TF I P server address
Step4 Get configuration file from '['FTP server

Step5 Register wiih Cisco Unified Communicalions Manager server
4-18 Introducing Cisco Voice and Unified Communications Administration (ICOMM] vS.O >2010 Cisco Systems, Inc
Cisco SIP Phone Startup Process
This subtopic describes the SIP phone startup process. The IP phone boot sequences for SIP are
very similar to SCCP. The first four steps are the same as with SCCP phones and are not shown
in the diagram.
Cisco SIP Phone Startup Process

• Cisco SIP phone startup process
- Steps 1 to 4 are Ihe same as SCCP phones
i Cisco SIP Phone

Cisco Unified
Communications
Manager
6 Establish Connection
— >
"\ 8 Localization Files
-\ 10 Custom Ringers
In the diagram and following steps itis assumed that the SIP phone has obtained an IP address
and infomiation about how to reach a TFTP server. The following stepsexplain the SIPphone
startup process:
Step 1 The SIP phone boots and tries todownload a CTL file. The CTL file contains aset
of certificates and is only used when CiscoUnified Communications Manager
cluster security has been enabled.
Step 2 Ihe SIP phone requests its SEP<mac>.cnf file from the Cisco TFTP server. Ifa SIP
phone is new. this file will not be found because the phone is not currently
configured in the Cisco Unified Communications Manager database.
Step 3 The SIP phone downloads the default configuration file XMLDefault.cnf.xml from
theTFTP server. This configuration file contains systemwide configuration
parameters, including the location oftheCisco Unified Communicalions Manager of
the SIP phone. For autoregistration to work for SIP. this file also contains a
parameter called auto_registration_name. Ifthis parameter isblank, then the SIP
phone will not attempt toautorcgister. Ifthis parameter isnot blank, the SIP phone
will attempt to autoregister if it finishes Ihc boot sequence and still does not have
any legitimate directory number lines that areconfigured.
Step 4 The SIP phone requests the .Loads file, ifone was specified inthe default
configuration file, to determine what image the phone should berunning. Ifthe
.Loads file specifies an image thatis different from the image contained inthe SIP
phone, the SIP phone attempts to obtain the new images from the Cisco TFTP
server. Ifthe image is downloaded and verified successfully, the SIP phone will
reboot to load the new image.
© 2010 Cisco Systems, Inc. Endpoint and End User Administration

Step 5 The SIP phones will download and use local dial plans iflocal dial plans are
configured.
Step 6 Aconnection is established lo the Cisco Unified Communications Manager server.
Step 7 The IP phone will now register with the highest-priority Cisco Unified
Communications Manager server. The default SIP configuration file indicates
whether the SIP phone should conned using User Datagram Protocol (UDP) or
ICP.
Step 8 II the SIP phone does not have anv directory number lines provisioned, but ildoes
ha\ ethe Cisco Unified Communications Manager IP address and port, the phone
will check the auto registration name parameter. Ifthe parameter contains a name,
that name is used as the directory number line in the SIP Register message that is
sent to the SIPproxy. I'pon receiving this message, the Cisco Unified
Communications Manager should do the following:
• Identifv that the special autoregistration namehas been used.
• Create an entry in thedatabase for the new phone based on ihecurrent
autoregistration settings.
• Generate the SFP</Hf/f>.cnf.xmI file for thenew phone.
• Acceptthe registration with the 200 OK response,
• Notify the phone to gel theconfiguration files again (Ifvent header in the SIP
NOTIFY message).
• Fhe phone will automatically reset and reboot.
Step 9 The SIP phone will load the configured localization files.
Step 10 The SIP phone loads custom ringer files.
Fhe main differences between the SIP and SCCP startup processes areas follows:
• SEP</H(jc>.cnf.xml: The SIP phones get their entire configuration from the configuration
file. Therefore, theSFP<w<^>.cnFxml file is much larger for SIP than for SCCP.
• Dial plan file (optional): The SIP phones can download and use local dial plans.
• Softkey file: Ihe SIP phonesdownload their soflkeysets in this XML file.
4-20 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc
Cisco Unified Communications Manager Network
Configuration
The table in this figure provides an overview ofthe initial Cisco Unified Communications
Manager configuration.

Manager Network Configuration
Configure initial Cisco Unified Communications Manager

network settings to allow IP phone registration.
NTPservers. DHCPservices. TFTPserver, remove

Configure NetworkSettings DNS reliance.
Activatethe necessary feature services and check
VerifyNetwork and Fealure network services, such as the Cisco CallManager and
Services Cisco TFTP.
ModJy enterprise parameters as required. Enterprise
Configure Enterprise parameters include fheURLlocatton usedwhentheIP
Parameters phone Directory button is pressedandwhether or notlo
display the extension inthe corporate directory list
Configure Service Modify service parameters as required.Service
Para meters parameters include sHence suppression and calltimers.
After installing Cisco Unified Communications Manager, some initial configuration must be
done before starting lodeploy endpoinls. This initial configuration includes the following:
• Configure network settings: Basic network settings have already been configured during
installation. However, some of them should berevisited; for example, use of external NTP
and DNS servers. Network settings thatarenotconfigurable during installation must be
addressed before endpoint deployment; for example, enabling DHCP services on Cisco
• Verify network and feature services: Cisco Unified Communications Manager servers
run network services (automatically activated) and feature services (activated by the
administrator). After installation, network services should be checked, and desired feature
sen ices must be activated.
• Configure enterprise parameters: Cisco Unified Communications Manager has
clusterwide configuration settings called enterprise parameters. After installation, enterprise
parameter default values should be verified and modified, ifrequired.
• Configure service parameters: Cisco Unified Communications Manager Services have
configurable parameters that can usually be set for each Cisco Unified Communications
Manager server. After installation and service activation, service parameter default values
should be verified and modified, if required.
) 2010 Cisco Systems. Inc. Endpoint and End User Administration 4-21
Service Activation
This subtopic describes service activation. The Service Activation web page is used to
selectively activate and deactivate feature services for each server inthe cluster.
Service Activation
To enable Cisco Unified Communications Manager Services

perform the following tasks:
• Access the Cisco Unified Communications Manager Serviceability menu
• Choose Tools* Service Activation and select the required server
* Enabietne necessary services
Cisco CallManager and Cisco TFTP Service
Oplional Cisco DHCP Monitor Service
Cisco Unified Serviceability
J=t
Administrators can activate feature services on various nodes in the cluster lospecify which
servers perform certain functions for the cluster. Dedicate a particular server to one function or
combine several functions on one server.
To enable Cisco Unified Communications Manager Services, perform the following tasks;
• Access the Cisco Unified Communications Manager Serviceability menu
• Navigate to the Service Activation window via Tools > Service Activation
• Select the required sener
• Imable these necessarv1 services:
— Cisco CallManager
— Cisco TFTP
— Cisco DHCP Monitor Service
4-22 Introducing CiscoVoice and Unified Communicalions Administration (ICOMM) v80 )2010 Cisco Systems, Inc.
DHCP Server
This subtopic describes the DI ICP Server Configuration menu. Use the Cisco Unified
Communications Manager Administration menu to configure Cisco Unified Communications
Manager as a DHCP server as described in this section.
DHCP Server
• Cisco Unified Communications Managerserver configured

for DHCP service.
The DHCP Server Configuration menu includes the following fields:

• Host Server
• Primary TFTP Server IPv4 Address (Option 150)

• Primary DNS IPv4 Address
• IP Address Lease Time
Define one or more subnets for the DI ICP server by choosing System > DHCP > DHCP
Subnet."Fhe DHCP Subnet Configuration menu includes the following fields:
DHCP sener
Primarv' Start IPv4 Address
Primary End IPv4 Address

Primarv- Router IPv4 Address
IPv4 Subnet Mask
Primary DNS IPv4 Address

Primary TFTP Server IPv4 Address (Option 150)
© 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-23
DHCP on Cisco Unified Communications Manager Express
When an IP phone is connected to Cisco Unified Communications Manager Fxpress il
automatically queries for a DI ICP server.
DHCP on Cisco Unified

Communications Manager Expres;
• Cisco Unified Communications Manager Express, oranother Cisco

IOS router, may be configured with a DHCP pool for IPaddress
allocation
The DHCP pool called"mypool" is configured with IPaddresses

in the 10.1 1 0/24 subnet
• Optionally exclude for unavailable addresses
• Option 150 TFTP server value for theSCCP orSIP IP phones
DHCP Server
ip dhep excluded-address 10.1 1 1 10 1.1.10
ip dhep pool mypool

network 10.1.1.0 255.255 .255 0
option 150 ip 10.1.1.1
default -router 10.1.1.2
Subnet 10 1 1 0/24
Cisco Unified Communications Manager Fxpress orany branch Cisco IOS router can be
configured as a DHCP server.
The DHCP server responds by assigning an IP address to the IP phone and providing the IP
address ofthe IFTP server through DHCP option 150. Then the phone registers with the Cisco
Unified Communications Manager Fxpress server and atlempls to get configuration and phone
firmware files from the TFTP server. Option 66 may be required for third-parly SIP phones.
4-24 Intrcducing Cisco Voice and Unifed Communications Adminislralion (ICOMM) vS.O ©2010 Cisco Systems, Inc
IP Phone Configuration Requirements in Cisco
Unified Communications Manager
This topic describes the IP phone configuration requirements for Cisco Unified
IP Phone Configuration Requirements
Phone NTP Reference Cisco Unified

Communications
Date and Time Group Manager
Device Pool
- Cisco Unified CM Group
- Regions
- Locations
Security Profile
Softkey Templates
• Phone Button Templates
• SIP Profile (SIP Phones Only)
• Common Phone Profile New York San Jose
Cisco Unified Communicalions Manager hasthe following requirements for configuring IP

phones:
• Phone NTP Reference
• Date and Time Group
• Device Pool
• Cisco Unified CM Group

• Regions
• Locations
• Security Profile
• Sollkey Templates
• Phone Button Templates
• Common Phone Profile
>2010 Cisco Systems, Inc. Endpoint and End User Administration 4-25
Cisco Unified Communications Manager Group
Fhis subtopic describes the Cisco Unified Communications Manager Group.

Manager Group
ACisco Unified CM Groupspecifiesa prioritized listof Cisco Unified

Communications Managers.
Up to threeserversina list plus a Survivaole Remote SiteTelephony
router
Thefirst Cisco Unified Communications Manager serverinthe listis the

primary server for IP phone registration.
Additional members ofthegroup serveas secondary andtertiary backup
Cisco Unified Communications Managers
Cisco Unified Communications Manager Groups mayoverlap
New York San Jose
SSgr^/ Cisco Unified r.M

Group;. Ovoiiap
"Fhe Cisco Unified Communications Manager Group (alsoknown as the Cisco Unified CM
Group) isan ordered list ofCisco Iinified Communicalions Manager servers for IPphone
registration. 1he purpose ofthe Cisco Unified CM Group is toprovide redundancy and
scalability. 1oad balancing of IP phones across different Cisco Unified Communications
Manager servers can be configured using multiple Cisco Unified CM Groups. TheCisco
Unified CM Group contains the following:
• Upto three Cisco Unified Communications Managerservers in a list
• The list can also contain anadditional Survivable Remote Site Telephony router
TheCisco (inified CM (iroup is assigned to devices such as IP phones or gateways. The first
Cisco Uniiied Communicalions Manager server in ihe list isthe primary server for IP phone
registration. Additional members ofthe group serve assecondary and tertiary backup Cisco
Unified Communications Managers. Cisco Unified Communications Manager Groups may
overlap. For example:
• IP phones in New York mav beassigned the NY_Gronp Cisco Unified CM (iroup. which
conlains NY^CMserverl and NY_CMser\er2.
• IP phones in San Josemay be assigned the S.I_Group Cisco Unified CM Group, which
conlains SJ_CMserverl and SJ_CMserver2.
• IP phones in I os Angeles mav beassigned the LA_Group Cisco Unified CM (iroup. which
contains NY CMser\er2 and SJ CMserver2.
4-26 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems. Inc
Device Defaults and Profiles
IP phone configuration in Cisco Unified Communications Manager is simplified by using
device defautaand profiles. When adding many devices with similar propert.cs. the
administrator can define common parameters in the device defaults and profiles, thereby saving
on the replication of tasks.
Device Defaults and Profiles
The table shows a comparison of the content of the

device defaults and profiles.
Component
Defaultsettings, profiles, templates, and
Device Sellings common device configurations.
Default characteri sties of each type of device that
Device Defaults registers with Cisco Unified Communications
Manager.
Phoneconfiguration parametersassigned to IP
Common Phone Profiles phones.
Security-related settingssuch as device security
mode, CAPF settings, digest authentication
Phone Security Profile settings (forSIP phones only),and encrypted
configuration file settings.
Must be applied to each phone.
Device Settings contain default settings, profiles, templates, and common device configurations
that canbe assigned to the device or device pool.
Use dev ice defaults toset the default characteristics ofeach type ofdevice that registers with a
Cisco Unified Communications Manager. "Fhe device defaults for a device type apply toall
autoregistered devices ofthat type within aCisco Unified Communications Manager cluster.
When adevice autoregisters with a Cisco Unified Communications Manager server, itwill
inherit the device default settings for its device type. The following device defaults can be set
for each device type to whichthey apply:
• Device load: Fists the firmware load that isused with a particular type of hardware device
• Device pool: Allows the administrator to choose the device pool that is associated with
each type of device
• Phone button template: Indicates the phone button template that is used by each type of
device
Common phone profiles include phone configuration parameters such as the phone password
(for supported IP phones). Do Not Disturb (DND). and personalization settings including end-
user access to background images. After acommon phone profile has been configured, use the
Phone Configuration window to associate an SCCP or SIP phone with the phone profile.
Administrators can choose to use the default Standard Common Phone Profile, which iscreated
when Cisco Unified Communications Manager is installed, ifno specific settings arerequired.

Ihe Phone Security Profile includes security-related settings such as the device security mode
Certificate Authority Proxy Function (CAPF) settings, digest authentication settings (for SIP
phones onlv). 9„d enciypted configuration file settings. Asecurity profile must be applied to all
phones that are configured in Cisco Iinified Communications Manager Administration.
Administrators can make use of existing default security profiles, for which security is disabled
4-28 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc
Device Pools
Device pools define sets of common characteristics for devices. The device pool structure
supports the separation ofuser and location information. The device pool contains only device-
and location-related information.
Device Pools
• a device pool is assigned to a device.

• Device pools define setsofcommon characteristics for devices.
Date and time Group, Cisco Unified CM Group, regions, and locations
. The device pool structure supports the separation ofuser and location
information.
Contains only device- and location-related information
London
Device
WAN:; Pool
\ i—^
•» ,i _j»
New York Device Pool Paris Device Pool
To create anew device pool, mandatory components must be created, or default settings are
used where applicable. Device pool settings include Ihc following:
• Cisco Unified Communications Manager Group
• Date/time group
• Region
• SRST reference
The device pool combines all of the individual configuration settings that have been created
into asingle entity. This element can then be assigned to individual devices, such as IP phones.
This process will'configure these devices with most ofthe configuration elements that they
need to operate efficiently in the IP telephony network. For example:
• All IP phones in New York may have the device pool NY_device_pool assigned to them.
• All IP phones in Paris may have the device pool Paris_dcvicej>ool assigned to them.
• All IP phones in London may have the device pool London_device_pool assigned to them.

Templates
Cisco Unified Communications Manager supports the use of templates for IP phone
configuration.
Templates
Phone oiiu;:i templates

specify how the buttons of
an IP phone are used
Options include lines,
speed dials and •+~BiiHon;..
intercom, etc.
Each IP phone has one
phone button template Softkeys
assigned to it
Softkey templates allow
the administrator to
configure the IP phone
softkey layout.
- Redial, Call Pickup,
Call Forward, etc,
Fach IP phone has one phone button template assigned to it. The phone button template
specifies how the buttons ofan IP phone arc used; for example, extension lines, speed dials, or
intercom.
Creating and using templates prov ides a fast way toassign a common butloti configuration to a
large number of IP phones. Cisco Unified Communicalions Manager includes several default
phone button templates. When adding phones, one ofthese templates can be assigned to the IP
phones, or a new template can becreated if necessary.
Make sure thai all IP phones have at least one line assigned. Normally, button one has this line
assigned to it. Add additional lines lothe IP phones, depending onthe IP phone model,
IP phones have several features, such as speed dial and call forward, which are assigned lothe
remaining buttons.
Before adding anv IP phones to the system, create phone button templates with all ofthe
required combinations of phone buttons for all IPphone models that arcused.
Softkey templates allow the administrator to configure the IP phone softkey layout: for
example, redial. Call Pickup. Call Forward, and so on.
Softkey template configuration allows the administrator to manage ihe solikeys on Cisco IP
phones. Cisco Unified Communications Manager supports two types ofsoflkey templates:
standard and nonstandard softkey templates.
Applications lhat support softkev s can have one or more standard softkey templates lhat are
associated with them: for example. Cisco Unified Communications Manager has iheStandard
Feature and the Standard Usersoftkey templates that are associated with il.
4-30 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v80 ©2010 Cisco Systems, Inc
IP Phone Configuration
The Cisco Unified Communications Manager configuration ofTP phones consists ofdevice and
line parameters.
IP Phone Configuration
• IP phones areconfigured with device and line parameters.

• Device configuration includes:
- Calling search space, automatic alternate routing group,
button and softkey templates, phone type, and protocol
(SCCP or SIP)
• Line configuration includes:
- Directory number, partition, calling search space, alerting
name, busy trigger, maximum number ofcalls, external
phone number mask, and associated devices
Lire 1. Direcloiy NumBer 1001 (Fred}

Line 2. Directory Number 4002 (Office)
IP Phone A IP Phone B
Device configuration includes the following:

Calling search space
Automated alternate routing (AAR) group
Button and softkey templates

Phone type
Signaling protocol (SCCP or SIP)
Lineconfiguration includes the following:

Directory number
Partition
Calling search space

Alerting name
Busy trigger
Maximum number of calls
F.xtcrnal phone number mask

Associated devices
) 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-31
IP Phone Configuration Requirements in Cisco
Unified Communications Manager Express
This topic describes the requirements for IP phone configuration in Cisco Uniiied
Communications Manager F.xpress.
Adding IP Phones
* Cisco Unified Communications Manager Express identifies

each IP phone by the unique MAC address.
IP phone type is also defined
• Configuration is downloaded to(he IP phone at registration
Directory number, speed dials, etc.
• Additional configuration may be applied to the IPphone.
Cisco Unifed
Communications
Manager Express
MAC Address
AAAABBBB.CCCC
When an IP phone is connected to the Cisco Unified Communications Manager F.xpress

system, the registration process is the same as itisin Cisco Unified Communications Manager:
• "I'hc IP phone automatically queries for a DHCP server. The DHCP server responds by
assigning an IP address to the IP phone and providing the IP address oftheTFTP server
through DHCP option 150.
• The IP phone loads the Sl-P<w«f>.cnf.\ml (or XMLDefault.cnf.xml) file from the TFTP
server.
• The IP phone registers wilh the Cisco Unified Communications Manager F.xpress server.
Cisco Unified Communications Manager Fxpress identifies each IP phone by the unique MAC
address. The IP phone type isalso defined. The telephony configuration isdownloaded to the
IP phone at registration including the follow ingparameters:
• Director, number
• Line label
• Speed dials, and so on
Additional configuration mav beapplied to the IP phone at registration lime.
4-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v80 i 2010 Cisco Systems. Inc.
Software Configuration Elements
Fhe table shows the software configuration elements for IP phones in Cisco Unified
Software Configuration Elements
Each physical phone ina Cisco Unified Communications Manager

Express system must beconfigured as an ephone orvoice-register.
Component
IP phone ephone voice register poo'
Directory Number ephone-dn voice register dn
Global configuration
parameters such as IP telop hony-s ervica voice register global
address for signaling
Manager Express Manager Express
Operating modes
Cisco Unified Survivable Cisco Unified SIP
Remote Site Telephony Survivable Remote Site
(SRST) Telephony (SRST)
Each ph\ sical phone in a Cisco Unified Communications Manager Express system must be
mm configured as an ephone or voice register as follows:
• SCCP IPphones aredefined using ephone configuration.
• SIP IP phones are defined using voice register configuration.
L
The phvsical IP phone can be assigned a directory number for each line as follows:
• Ephone-dn configuration forSCCP IP phones
• Voiceregister-dn configuration for SIP IP phones
Global configuration parameters, such as the IP address that isused for signaling, are defined
using telephony-service (SCCP) orvoice register global (SIP) configuration.
CiscoUnified Communicalions Manager Express supports SCCP andSIP IP phones in two
operating modes as follows:
i • Cisco Unified Communications Manager Express
• Cisco Unified Survivable Remote Site Telephony (SRST)
) 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-33
Summary
Fhis topic summarizes the key points that were discussed in this lesson.
Summary
• Registration of IP phones in a Cisco Unified Communications

Manager and Cisco Unified Communications Manager
Express environment relies on DHCP and TFTP services.
• Cisco Unified Communications Manager IP phone
configuration requirements include Cisco Unified
Communications Manager groups, device pools, softkey
templates, and security profiles.
Cisco Unified Communications Managerand Cisco Unified
Communications ManagerExpress support SCCP phones
using ephone and ephone-dn configuration. SIP phones are
configured using voice-register pools and voice-register dns.
Ihis lesson covered endpoint and end-useradministration in Cisco Unified Communications

Manager and Cisco Unified Communications Manager Express.
References
For additional infomiation. refer to these resources:
• Cisco Unified Communications Manager Administration Guide, Release X.O(I):

http://\\w\\.cisco.com/en/l'S';docs/voice__ip__comm/cucm/admin/8_() 1/eemefg/
bccm-80l-cm.html.
• Cisco Unified Communications Svstem 8.x SRND on Cisco.com:

littps:/:'ww\\.cisc<>.eom/en/US/'docs.'\oice ip_comin/cucm/snid/8x/uc8x.hlml
• Troubleshooting Guide for Cisco Unified Communications Manager. Release 8.0(1):
hltp://wuw.cisco,com/eii'US/docs/voiee ip eomm/cucm/trouble/8 () l/trbl80l.html.
4-34 Inlroducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 '2010 Cisco Systems. Inc.
Lesson 2
Understanding Endpoint
Implementation Options
Overview
In a Cisco Unified Communications Manager orCisco Unified Communications Manager
Express environment. IP phones are often called endpoints. This module describes how to
implement endpoints in Cisco Unified Communications Manager and Cisco Unified
Objectives
Upon completing this lesson, you will be able to describe how to implement endpoints in Cisco
Unified Communications Manager and Cisco Unified Communications Manager Express. This
ability includes being able to meet these objectives:
• Describe the characteristics, differences, and process ofthe different IPphone
implementation tools in Cisco Unified Communications Manager
• Describe the characteristics, differences, and process oftheIP phone implementation tools
in Cisco Unified Communications Manager Express
Implementing IP Phones in Cisco Unified
This topic describes the basic configuration elements that are common to endpoints in Ciscr
Unified Communicalions Manager.
Endpoint Basic Configuration Elements

sen Unified CM Administrate
1 Date/Time Group
Presence Group
Device Pool
Cisco Unified CM Group
Regions
Locations
Security Profile
Softkey Templates
Phone Button Templates
Common Phone Profile
SIP Phones

Phone NTP Reference (SIP)
The endpoint configuration elements thai are shown in the figure are described over ihe next
few pages. This list isnot an all-inclusive list but mainly identifies the basic elements. Some
configuration elements can be assigned to the endpoint and some elements are assigned
indirectly through a device pool.
Examples ofelements lhat are assigned through ihe device pool are the following:
• Cisco Unified Communications Manager (iroup (known as the Cisco Unified CM Group)
• Regions
• DateAfime Group
Configuration elements can be optional ormandatory. Some mandatory elements have delimits
that are predefined and administrators can make use of these defaults in basic scenarios. The
Security Profile is anexample of a mandatory element.
Asecurity profile must be applied toall phones that are configured in Cisco Unified
Communications Manager Administration. The administrator can make use ofexisting security
profiles, which have securitv disabled.
4-36 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.
Phone NTP Reference
This subtopic describes the phone Network Time Protocol (NTP) reference.
Phone NTP Reference
Configure a phone NTP phone NTPRrfciwKn CtwTKMRirti™

reference to ensure that
SIP phones get date and
time synchronization from
the NTP server.
Phone NTP references
will be selected in the
e«* 10,2,250431 ^*m*^
date/time group.
If none ofthe NTP servers
respond, the SIP phone
uses the date header in
the 200 OK response.
Phone NTP references can beconfigured in Cisco Unified Communications Manager

Administration toensure that a Session Initiation Protocol (SIP) phone gets its date and time
from an NTP server. Ifno NTP server isreachable, the SIP phone uses the date header inthe
200 OK response to the register message for the date and time. Skinny Client Control Protocol
(SCCP) phones obtain time information within SCCP messages.
After the phone NTP reference has been added to Cisco Unified Communications Manager
Administration, itmust beadded to a date/time group. Priorities ofthephone NTP references
can be configured in the date/time group.
fhe date/time group configuration is referenced from adevice pool, and the device pool is
assigned to a device at the Device Configuration page.
Phone NTP reference information fields are as follows:
• IP Address: Enter the IP address ofthe NTP server thatthe SIP phone should use to getits
date and time.
• Description: Enter adescription for the phone NTP reference. Cisco Unified
Communications Manager Administration automatically propagates the information in the
IP Address field to the Description field, but il can be edited.
>2010 Cisco Systems, Inc. Endpoint and End User Administration

Mode: From the drop-down list box. choose the mode for the phone NTP reference. The
values available areihefollowing:
— Directed Broadcast: Directed Broadcast is the default NTP mode. In this mode, the
phone accesses dale/time information from any NTP server but gives the listed NTP
sen ers (1st - primarv. 2nd - secondary) priority. For example, ifthe phone
configuration contains NIPservers where A= primary NTP server and B=
secondary/backup NTP server, the phone uses the broadcast packets (derives the
date/time) from NTP server A. IfNTP server Ais not broadcasting, the phone
accesses date/time information from NTP server B. If neither NTP server is
broadcasting, the phone accesses date/lime infomiation from any other NTP server.
Ifno other NTP server is broadcasting, the phone will derive the date/time from the
Cisco Unified Communications Manager 200 OK response lo the register message.
- I nicast: In this mode, the phone will send an NTP query packet lo lhat particular
NTP serv er, Ifthe phone does not receive a response, Ihe phone will access
date/time information from anv other NTP server.
— Multicast: Ihis mode works in a similar way lo broadcast, except the NTP
messages from ihe sen erare not sent to all destinations (broadcast), but lo agroup
ofdestinations (multicast). This mode requires multicast routing configuration in the
IP network.
— Anycast: This mode alsorequires multicast routing configuration in the IP network,

fhis mode works in asimilar way to unicast. Instead ofsending the NTP query
packet to a particular NTP server as a unicast. the phone will send to a multicast
destination. There is usually a primary server listening for the NTP traffic. A
secondarv serv erwill automatically receive the traffic vvhen the primarv server fails.
The primary and secondary servers can be reachable anywhere in the multicast
network.
Note Cisco Unified Communications Manager cannot be configured asphone NTP references
4-38 Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc
aw
Date/Time Group Configuration

This subtopic describes the DateATime Group configuration.
J
J Date/Time Group Configuration
- Date/Time Groups define time zonesfor connected devices.

4 *Optionally select a phone NTP reference for this time zone.
• The Date/Time Group is assigned to a devicepool, andthe
device pool is assigned to a device.
a u)-X=
•mm
Use Date/Time Groups to define time zones for the various devices thai are connected to Cisco
Unified Communications Manager. Each device exists as amember ofonly one device pool.
The dev ice pool has only one assigned Date/Time Group.
When Cisco Unified Communications Manager is installed, a default Date/Time Group is
automatically configured that is called CMLocal. CMLocal synchronizes to the active date and
time ofthe operating system on the server where Cisco Unified Communications Manager is
installed. After installing Cisco Unified Communications Manager, the settings for CMLocal
can be changed.
Note CMLocal resets totheoperating system dateandtime whenever theCisco Unified

Communications Manager is restarted orwhen theCisco Unified Communications Manager
software is upgraded to a new release. Do not change the name of CMLocal. ^
The Dale/Time Groupfield descriptions are as follows:

• Croup Name: Enter the name thai isassigned tothe new date/time group.
• Time Zone: Select the time zone for the date/time group that isbeing added by choosing it
from the drop-down list box.
• Separator: Choose the separator character lo use between the date fields.
a. • Date Format: Choose the date formal forthe date thatdisplays on the IPphones.
• Time Format: Choose a 12-hour or 24-hour lime format

Endpoint and End User Adminislralion 4-39
Selected Phone NTP References: Ordered by the highest priority. To ensure that aSIP
phone gets its date and time configuration from an NTP server, add the phone NTP
reference(s) lo the date/time group. To add aphone NTP reference to Ihe date/time group
Click the Add Phone NTP References button. Find the phone NT Preference(s) that
need lobe added. Onlv phone NTP references that exist inthe Cisco Unified
Communications Manager database are displayed.
After the search results display, check the check boxes for Ihe phone NTP references
or click Select AM.
— Click Add Selected.
4-40 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems. Inc.
Cisco Unified Communications Manager Group
This subtopic describes the Cisco Unified Communications Manager Group.

Manager Group
• The Cisco Unified Communications ManagerGroupspecifies

a prioritized list ofCisco Unified Communications Manager
servers.
• The first CiscoUnified Communications Managerinthe listis

the primary server.
a-X— D-*}— *•-<-«-3—«

i.,_..,tL..™_.™.. .u ^r™^,-.™.
..» w«a« ?--- ™*i :r-.*..»™ ' - ». » «
-* Primary Server
._. — w ™ — «-, —~.
©••«- """"
A Cisco Unified Communications Manager Group specifies a prioritized listof upto three
Cisco Unified Communications Managers. The first Cisco Unified Communications Manager
in the list serves as the primary Cisco Unified Communications Manager for that group, and the
other members ofthegroup serve assecondary and tertiary (backup) Cisco Unified
Communications Manager servers.
Each dev ice pool has one Cisco Unified Communicalions Manager Group that is assigned to it.
When a device registers, ilattempts to connect lothe primary (first) Cisco Unified
Communications Manager in the group that isassigned to its device pool. Ifthe primary Cisco
Unified Communications Manager isnot available, the device tries to connect tothe next Cisco
Unified Communications Managerthat is listed in the group, and so on.
Cisco Unified Communications Manager Groups provide the following important features for
the Cisco Unified Communicalions System:
• Redundancy: This feature allows the administrator todesignate primary and backup Cisco
Unified Communications Manager servers for each group.
• Call processing load balancing: 'Fhis feature allows the administrator todistribute the
control of devicesacross multiple Cisco Unified Communications Managerservers.
For most systems, there is a need for multiple groups. Asingle Cisco Unified Communications
Manager can be assigned to multiple groups to achieve better load distribution and redundancy.
) 2010 Cisco Systems. Inc. Endpoint and End User Administration 4-41
Regions Configuration
This subtopic describes the Regions configuration.
Regions Configuration
Specify the bandwidth (bit rate) that is used for an audio or

video call within a region and between regions by codectype.
The audio codec determinesthe type of compression and the
maximum amount of bandwidth that is used per audio call.
:>
Regions are used to specif) the maximum bandwidth lhat is used peraudio or video call within
a region and between regions.
Theconfigured audio codec determines the type of compression and hence the maximum
amount of bandwidth that is used per audio call.
"Fhe video call bandwidth is the sum ofthe audio and video bandwidth ofthe video call.
Note The default audiocodec forallcallsthrough CiscoUnified Communications Manager is

G 722 G.711 is used for devices thatdo not support G.722. If thereis no plan lo use any
other audio codec, itis nol required to change the region configuration.
Complete these steps to configure a region:

Step 1 Choose System > Region. Ihe default region that wascreated during the Cisco
I.'nified Communications Managerinstallation appears.
Step 2 Click Add New button to configure the regions.
Step 3 Give the new region a unique name. Click Save.
Step 4 (Optional) Choosethe codec and video bandwidth as appropriate between the
regions. Thedefault mtraregion codec is 0.7 i l/G.722. The default intcrregion codec
is G.729. The defaults are controlled by serviceparameters.
Locations Configuration
Fhis subtopic describes the Locations configuration.
Locations Configuration
• Add locations to implement call admission control ina centralized

call-processing deployment,
• Regulate audio quality and video availability by limiting the
amountof bandwidth that is available for audio and video calls.
Use locations to implement Call Admission Control (CAC) in a centralized call-processing

system. CAC enables the administrator to regulate audio quality and video availability by
limiting the amount ofbandwidth that is available for audio and video calls thai go in or out of
a location.
Each location is assigned a name. The location name will be assigned todevices such as IP
phones. It is helpful ifthe names follow some meaningful structure such as "Branch 1" or
"Central Site."
In a central i/ed call-processing system, a single Cisco Unified Communications Manager

cluster provides call processing for all locations on the IP telephony network. The Cisco
Uniiied Communications Manager cluster usually resides at the main (orcentral) location,
along with other devices such as phones and gateways. The remote locations contain additional
devices, but no Cisco UnifiedCommunications Manager. IP WAN links connectthe remote
locations to the main location.
Note IfCAC is not used to limit the audio and video bandwidth on IPWAN links, an unlimited
number of calls can be active on that link at the same time. This situationcan cause the
quality ofall audio andvideo calls todegrade as thelink becomes oversubscribed.
)2010 Cisco Systems, Inc Endpoint and End User Administration

Device Pools Configuration
This subtopic describes the Device Pool configuration.
Device Pools Configuration
• Device pools definesets of common characteristics fordevices.

• Configuration includes Cisco Unified Communications Manager
Group for IP phone registration, location, region, and date/time
group.
Device pools define sets ofcommon characteristics for devices. The device pool structure
supports the separation of user and location infomiation. The device pool contains only device-
and location-related information. The Common Device Configuration window records all the
user-oriented information, such as the type of softkey template that is used and locale
information.
Fnsure that each dev ice is associated with a device pool and with a common device
configuration for user-oriented infomiation.
To create a new dev ice pool, these minimal mandatory components mustbe created, or default
settings will be used where applicable: Cisco Unified Communications Manager Group,
Date/Time Group. Region. Softkey Template, and fhe Survival Remote Site Telephony (SRST)
reference.
The device pool combines all ofthe individual configuration sellings thai have been created
into a single enlilv. This element can then be assign lo individual devices, such as IP phones.
This process will configure these devices with most ofthe configuration elements that they
need to operate efficient!} in the IP telephony network.
Complete these steps to create the dev ice pool:
Step 1 Choose Svslcm > Device Pool. The Find and Fist Device Pools window opens.
Step 2 Click the Add New button to open the Device Pool Configuration window.
Step 3 Choose, ai a minimum, theCisco Unified Communications Manager (iroup.
Date/Time Group. Region, and a Softkey Template.
4-44 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v80 ©2010Cisco Systems, Inc.
Device Settings Configuration
This subtopic describes the Device Settings configuration.
Device Settings Configuration

Ciico umfied CM Administration
fir Oici Untied CommwltBllO'll *otiH*OM
I »«*-- C*hrtfcs- 4flrtii»3r«tnt i
Device settings contain

common configuration
options for IP phones.
Default settings and
device profiles can be
created for each device
type.
LHor Tdîm
Templates and common
device configurations can
be defined.
i\ E*-« •Ccr>flc,u"Bhtii
Assigned to a device or
device pool
Device Settings contain default settings, profiles, templates, and common device configurations
that can be assigned toadevice ordevice pool. Some ofthe elements in Device Settings will be
described over the next few pages.
>2010 Cisco Systems, Inc. Endpoint and End User Administration 4-45
Device Defaults Configuration
This subtopic describes the Device Defaults configuration.
Device Defaults Configuration
• Usedevice defaults toset the default characteristics ofeach type of

device that registers with Cisco Unified Communications Manager.
• Define the default firmware, device pool, and phone button template
for each device type.
^SSSSS^BmmmmmmmmmWMmmmmmmmmmmm
Use dev ice defaults to set the default characteristics of each type ofdevice lhat registers with a
Cisco Unified Communications Manager. The device defaults for a device type apply loall
autoregistered dev ices of that l_v pewithin a Cisco Unified Communications Manager cluster.
Flic following dev ice defaults canbe set foreachdevice type to which they apply:
• Device Load: Fists the firmware load that is used with a particular type of hardware
device.
• Device pool: Allows the adminislrator lo choosethe device poolthai is associated with
each t}pe of dev ice.
• Phone button template: Indicates the phone button template that is used by each type of
device.
A dev ice inherits the dev ice default settings toritsdevice type when it autoregisters with Cisco
Complete these steps to update the device defaults:
Step 1 In Cisco Unified Communicalions Manager Administration, choose Device>
Dev iee Settings > Device Defaults to open the Device Defaults Configuration
window.
Step2 In Ihe Dev ice Defaults Configuration window, modify the appropriate settings for
the deviee that need lo be changed.
Step 3 (Tick Save lo save the changes in the Cisco Unified Communications Manager
configuration database.
4-46 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8,0 '2010 Cisco Systems, Inc.
Phone Button Template Configuration
This subtopic describes the Phone Button Template configuration.
Phone Button Template Configuration
Specify how thephone buttons ofanIPphone should beused.

Phone Button Template options include lines, speeddials, andfunctions
sucn as callback, call pickup, elc.
Eacti IP phonehas one phonebullon template assigned.
J-X—t!-^— --<•
L»~
uj- Cii P*"UH
afSt<fnr
Creating and using templates provides a fast way to assign a common button configuration lo
many IP phones.
Cisco Unified Communicalions Manager includes several default phone button templates.
When adding phones, one ofthese templates can be assigned tothe phones ora new template
can be created if necessary.
Make sure that all phones have atleast one line assigned. Normally, the line isassigned to
button 1. Additional lines canbe assigned to a phone, depending on the IP phone model.
Phones generally also have several features, such as speed dial and call forward, which are
assigned to the remaining buttons.
"»*
Before adding any IP phones tothe Cisco Unity Connection system, create phone button
templates with all ofthe required combinations ofphone button templates for all used IP phone
models.
© 2010 Cisco Systems, Inc. Endpoint and End User Administration

Softkey Template Configuration
This subtopic describes the Softkey Template configuration.
Softkey Template Configuration
• Configure softkey layouts, which are assigned to IP phones.

- Select Configure Softkey Layout from the Softkey Template
Configuration menu, and click Go, Selectthe required softkeys per
call state.
Hi
Softkey template configuration allows the administrator to manage softkeys on Cisco IP

phones, Cisco Linified Communications Manager supports the following two types of softkey
templates:
• Standard sofikev templates
• Custom sofikev templates
Applications that support sofikev s can have one or more standard softkey templates thatare
associated with them; for example. Cisco Unified Communications Manager has the Standard
Feature and the Standard User soltkev templates thai areassociated with it. Standard softkey
templates cannot be modified or deleted.
To create a new softkey template, copv one ofthe templates, edit it. and save it with a new
name or create a new sofikev template. Follow these steps:
Step 1 Choose Dev ice > Device Settings >Softkey Templates to access the Softkey
Template Configuration windowin Cisco Unified Communications Manager
Administration.
Step 2 Click Add New.
Step 3 Select a sofikev template in the drop-down list box and clickCopy to createa new
template.
Step 4 Finer a unique name to identify the softke} template.
Step 5 Filler a description.
Step 6 You can designate this softkey template as the standard softkey template by
checking the Default Softkey Template check box. Fhis (default) template cannot
be deleted until the default designation is removed.
4-48 Introducing Cisco Voice and Unifed Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc
Step 7 Click Save.
Step 8 To configure the positions ofthe softkeys on the Cisco Unified IP phone display.
choose Configure Softkey Layout from Ihe Related Links drop-down list box: then.
click Go. The Softkey Layout Configuration window displays.
Step 9 To configure the softkey positions for acall state, choose ihe call state from the
Select a call stateto configure drop-down listbox. Fhe Softkey Layout
Configuration window redisplays, and the Unselected Softkeys pane and Selected
Softkeys pane display softkeys lhat are applicable to the call state that you chose.
Step 10 Use the right and left arrows to move softkeys from one list to the olher between the
Unselected Softkeys andSelected Softkeys panes.
Step 11 To rearrange the softkey positions in the Selected Softkeys, use the up and down
arrows.
Step 12 Click Save.

Step 13 Click Apply Config for updates to the softkey template to take effect on the IP
phones.
i2010 Cisco Systems. Inc Endpoint and End User Administration

Common Phone Profile Configuration
This subtopic describes the Common Phone Profile configuration.
Common Phone Profile Configuration
• Common phone profiles include phone configuration parameters

such as Do Not Disturb (DND) and are assigned to IP phones.
• Device-specific configuration options include camera, USB port,
and PC port enable.
Common phone profiles include phone configuration parameters such asthe phone password
(for supported IP phones). Do Not Disturb (DND). and personalization settings including end-
user access to background images.
After a common phone profile has been configured, use the Phone Configuration window to
associate a phone with ihe profile.
Administrators can decide to use the default Standard Common Phone Profile, which is created
when Cisco Unified Communications Manager is installed, ifno specific sellings are required.
4-50 IntroducingCisco Voice and Unifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.
Configuration Methods and Tools
This subtopic compares the configuration methods for implementing IP phones.
Configuration Methods and Tools
• Cisco Unified Communications Manager supports several

methods for implementing IP phones.
^H »l«*.wH W AH/*r.n IP PhnriM Advantages Disadvantages mmm
• Devices « Default Settings,

automaticaSy random DN
Autoregistration
added » Modifications needed
Cisco Unffied Communications • Bulk add • MAC addresses
Manager BUk Administration required in BAT files
Tool (BAT)
Cisco Unified Communicalions • Very scalable • CSscoCRSrequired
Manager Auto-Register Phone • MAC addresses not • Complex configuration
Too! required
* Simple » MAC addresses
Manual Configuration required
• Time-consuming
Cisco Unified Communications Managersupportsseveralmethodsfor implementing IP

phones.
The autoregistration feature provides a quick and simple process for adding new IP phones and
assigning extension numbers from a pool.
Cisco Unified Communications Manager Bulk Administration Tool (BAT) provides a
mechanism for adding large numbers of IP phones. In addition to adding newIP phones, Cisco
Unified Communications Manager BAT supports modifying or deleting existing
configurations.
The Cisco Unified Communications Manager Auto-Register Phone 'fool requires more
complexconfiguration, but scales to very large IP phonedeployments.
Manual configuration is the mostbasicmethod, andrequires the administrator to entereachIP
phone by hand.
>2010 Cisco Systems. Inc Endpoint and End User Administration 4-51
Autoregistration
Ihis subtopic describes the Cisco Unified Communications Manager autoregistration feature
forassigning extension numbers to new IP phones.
Autoregistration
• Supported by all Cisco IP phones.

* Existing endpoints are not affected.
• Automatically adds IP phones not found in database
Based on MAC addresses
* An autoregistration directory number range is configured.
Each IP phone added by autoregistration is assigned with
the next available directory number of the configured
range.
• Cisco Unified Communications Manager BAT can be used to

make bulk changes after autoregistration.
* The Cisco Unified Communications Manager Auto-Register
Phone Tool can be used to associate phones with specific
directory numbers after autoregistration.
Autoregistration allows Cisco Unified Communications Manager to issueextension numbers to

new IP phones. This process is like the way in which the DHCP server issues IP addresses.
When autoregistration is configured and enabled, a new IP phone boots and attempts to register
with Cisco Unified Communications Manager for ihe first time, and then Cisco Unified
Communications Manager issues an extension numberfrom a configured range. After Cisco
Unified Communications Manager issues the extension, it adds the phone to itsconfiguration
database with the used device ID (MAC address) and the assigned extension.
After the phone is added, the assigned extension usually must usually be modified because a
specific extension is intended to be used for a given phone. Therefore, autoregislralion only
slightly simplifies registration when adding many IP phones. The MAC addresses ofthe phones
are automatically added to the Cisco Unified Comniunications Manager configuration database.
The extensions per phone must still be modified.
Some phone sellings, such as device pools, need to be globally changed from their default
values. Use Cisco Unified Communicalions Manager BAT after phones have been
autoregistered.
for largedeployments, use the Cisco Unified Communications Manager Auto-Register Phone
Tool, which allows specific extensions to be assigned lo individual phones based on user input.
Autoregistration is supported by all IP phones and does not affect phones lhat are already
configured.
4-52 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems. Inc
Configuring Autoregistration
This subtopic describes how to enable autoregistration for automatic addition of new phones to
the Cisco Unified Communicalions Manager configuration database.
Configuring Autoregistration
1 Verify (orchange) the autoregistration phone protocol.

2 Ensure that autoregistration is enabled on one Cisco
Unified Communications Manager Group.
3 For each Cisco Unified Communications Manager of the
Cisco Unified Communications Manager Group, enable or
disable autoregistration. Ifautoregistration is enabled,
configure a range ofdirectory numbers to be assigned.
4 Manual reconfiguration or Cisco Unified Communications
ManagerBAT may be used to personalize autoregistered
devices.
Following are the four steps that are involved in configuring autoregistration—the fourth step is
optionalalthough commonly required:
Stepl Verify that the desired autoregistration default protocol is selected.
Step 2 Ensure that autoregistration is enabled ononeCisco Unified Communications
Manager Group.
Step 3 Selectively configure Cisco Unified Communications Manager servers that are
members ofthe Cisco Unified Communications Manager group that has
autoregistration enabled to beused for autoregistration. Ifautoregistration isenabled
on a particular server, sel the directory number range for that server.
Step 4 Reconfigure the automatically added phones, applying the individually required
configuration settings. This reconfiguration can bedone using Cisco Unified
Communications Manager BAT for groupsof phonesthat share some settings, or
manually for each phone.
>2010 Cisco Systems. Inc. Endpoint and End User Administration 4-53
Assigning the DefaultAutoregistration Protocol
This subtopic describes how toassign the default autoregistration protocol.
Assigning the Default Autoreqrstration
• Configure the protocol for IPphone autoregistration.

• The default autoregistration phone protocol is SCCP.
- Options: SCCP or SIP
EBbapriftr* p*r«*Hw**T* fnfaouwi
The default autoregistration phone protocol is anenterprise parameter thai is configured under
System > F.nterprise Parameters.
The default autoregistration phone protocol specifies the protocol that should be usedon Cisco
IPphones thai support SCCP and SIP. The default autoregistration protocol is SCCP.
Click the Sa* e and Apply Config buttons for the parameter change lo takeeffect.
4-54 Introducing Cisco Voice and Unified Communications Administration (ICOMM> v8 0 ©2010 Cisco Systems. Inc.
Cisco Unified Communications Manager Group Configuration
This diagram shows the second step of configuring autoregistration, which is lo enable
autoregistration for one Cisco Unified Communications Manager Group.

Manager Group Configuration
* Select Cisco Unified Communications Managers for theCisco
Unified Communications Manager Group.
- Primary server is first inthe list
• Check autoregistration for the group.
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Navigate to System >Cisco Unified CM Group and choose the group to be configured. At the
Cisco Unified Communications Manager group that should provide the autoregistration service,
check the Auto-registration Cisco Unified Communications Manager Group checkbox.
Autoregistration can be enabled on only one Cisco Unified Communications Manager group.
Activating autoregistration on one Cisco Unified Communications Manager group
automatically disables the checkbox on the group that had autoregistration enabled before (if
applicable).
Select the required Cisco Unified Communications Manager servers from the available Cisco
Unified Communications Managers window and ensure that the primary Cisco Unified
Communications Managerserver is first in the list.

Cisco Unified Communications Manager Configurati ion
fhis diagram shows how to enable autoregistration on the individual servers ofthe Cise lseo
Unified Communications Manager group for which autoregistration has been enabled.

Manager Configuration
• Define theautoregislration directory numberrange

• Enableautoregislrationfor the Cisco Unified Communications
Manager server.
Cisco Unified CMConfawaiim,
Complete these steps to enable autoregistration on aspecific Cisco Unified Comniunications

Manager server. I'hc server must be amember of the Cisco Unified Communications Manager
group lhat is configured for autoregistration:
Step 1 from Cisco [inified Comniunications Manager Administration, choose System >
Cisco I nified Communications Manager.
Step 2 Click Kind and choose the server that should be configured for autoregistration.
Step 3 Under the Auto-Registration Information section, enter the appropriate directory
number range in the Starting Directory Number and landing Directory Number fields
(for example, starting directorv number 2000 and ending director}- number 2050).
Step 4 Insure that the Auto-Registration Disabled on this Cisco Unified
Communications Manager check box is unchecked.
Steps Click Save.
Note Specifying a valid range of directory numbers in the Starting Directory Number and Ending
Directory Number fields automatically clearsthe Auto-Registration Disabled on this Cisco
Unified Communications Manager check box.
4-56 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.
Manual Cisco IP Phone Configuration
This subtopic describes how to manually add phones to Cisco Unified Communications
Manager,
Manual Cisco IP Phone Configuration
• Add the IP phone.

• Configure the IP phone settings.
• Add directory numbers to the IP phone.
• Apply the configuration.
Manuallv adding new IP phones to the network is often tedious, but itcan constitute alarge
part of dav-to-day voice network management. Provisioning aSIP phone is just like
provisioning an SCCPphone.
The configuration procedure consists ofthe following high-level steps:
Stepl Add the IP phone.
Step 2 Configure the phone.
Step 3 Configure oneor more directory numbers.
Step 4 Applythe configuration to the phone.
>2010 Cisco Systems. Inc. Endpoint and End User Administration 4-57
Add the IP Phone
Che figure illustrates an example ofadding an IP phone.
Add the IP Phone
• Navigate to Ihe Device > Phone menu

• Select the Phone Type, for example, 7965.
• Select Ihe phone protocol
• SIPorSCCP
fop.,:.;
r SHctt Ilie rypn of pfHmE you ^v
! type ol Htm.i8 y,,„ •„
In order to manuallv add an IP phone lo Cisco Unified Communicalions Manager, navigate to

the Device >Phone menu. Select the Add a New Phone option and choose the correct phone
tvpe and protocol that should be used with the Cisco IP phone: SCCP or SIP.
Click Next to go to ihe Phone Configuration page.
In the example, a Cisco Unified IP Phone 7965 using the SCCP protocol was selected.
4-58 Introducing CiscoVoice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Configure SCCP IP Phone Settings
This figure shows the Phone Configuration page, where parameters can be configured for the IP
phone that is tobe added.
Configure SCCP IP Phone Settings
Required parameters:
• MAC Address
• Device Security Profile

• (Device Pool)
• (Phone ButtonTemplate)
• (Common Phone Profile)
• (Location)
• (Built-in Bridge)
• (Privacy)
• (Device Mobility Mode)
^>
( ) = Parameters with defa Jl values
Each phone in the Cisco Unified Communications Manager configuration database is uniquely-
identified bv adevice ID. which is built from the MAC address. The MAC address otan IP
phone is printed on alabel at the back ofthe phone and can be viewed at the phone itself by-
pressing the Settings button, followed by selecting Network Configuration.
In addition to the MAC address, the following parameters mustbe set:
• MAC Address
• Device Pool
• Phone Button Template

• Device Security Profile
Note Not all mandatory parameters have to beconfigured because some ofthem have default
values Only those in the list that do not have defaults must beconfigured before the phone
can actually beadded tothe configuration database. In Cisco Unified Communications
Manager, required parameters aremarked with anasterisk (*) __
i 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-59
Directory Number Configuration
The figure shows the configuration of the directory number lo be used by ihe newly added IP
phone.
Directory Number Configuration
Required parameters: Dtaaonr number confiowirtion
• Directory Number
• Presence Group
" Auto Answer
• VisualMessage Waiting
Indicator Policy
• Ring Setting (Phone Idle)
• Maximum Number of Calls
• Busy Trigger
) = Parameler^ wrtti oefaiil values
Follow this procedure to configure adirectory number lor the manually added IP phone
stepi Atthe Phone Configuration window in the Associated Information column on ihc
left, click Line [\| - Add anew DN to configure the first line with adirectory
number.
Step 2 When the Director.- Number Configuration window appears, enter the directory
number ofthe IP phone in the appropriate field.
Step 3 Click Save.
Additional, optional parameters can be specified in the Directory Number Configuration

window:
Route Partition
Alerting Name
Calling Search Space
Call forwarding options (forexample, forward to voice mail)
External Phone Number Mask
Note Use the same procedure toconfigure additional lines if the phone hasmore than oneline.
4-60 Introduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc
Apply the Configuration
The figure shows how to apply configuration changes to IP phones.
Apply the Configuration
• Click Apply Config toactivate the changes.

• Also required when theconfiguration is modified.
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Afier making changes to IP phones in the Cisco Unified Communications Manager database, it
is nccessaty to apply the changes. Click Apply Config to apply the changes.
The IP phone may restart to apply the configuration changes.
Note
If a call isin progress, the IP phone will not bereset until the end of the call.
Endpoint and End UserAdministration 4-61

Cisco Unified Communications Manager BAT
This subtopic describes the Cisco Unified Communicalions Manager BAT.

Manager BAT
• Cisco Unified Communicalions Manager BAT performs bulk

transactions to the Cisco Unified Communications Manaqer
database.
• Fast efficient method to add, update, or delete a large

number ofsimilar phones, users, or ports at the same time.
• Export data (phones, users, gateways, and so on}
Exported files can be modified and reimported.
• Integrated with the Cisco Unified Communications Manager
Administration pages and available by default.
• Supports localization.
• Cisco Unified Communications Manager Auto-Register
PhoneToo! also available from Bulk Administration menu but
requires additional products.
Ciseo Unified Communications Manager BAT allows for fast and efficient bulk update,
addition, or deletion ofCisco Unified Communications Manager configuration database
records, including the capability to add phone records.
Ihe Cisco Unified Communications Manager BAT' is integrated with the Cisco Unified
Communications Manager Administration pages and available by default.
features include import and export ofdata files lo and from the Cisco Unified Communications
Manager configuration database as follows:
• Import data, such as phones, users, gateways, and others, are output to files. These files
contain the data fields thai are needed for configuration, such as IP phone parameters.
• Lxported files can be modified and reimported.
When using Cisco Unified Communicalions Manager BAT to add phones, the administrator
must specify the MAC addresses ofthe IP phones along with the respective directorv numbers
intheBA'l files.
Note The MAC address is printed in text and Universal Product Code (UPC) form onboth the
shipping box ofthe IP phone and on the IPphone itself, which allows the use ofbarcode
scanners rather than manually typing MAC addresses into BATfiles.
Alternatively, the administrator can use autoregistration first, so thai Cisco Unified
Communications Manager includes all phones with their MAC addresses and the directory
numbers that were assigned by autoregistration. fhe administrator can then modify ihe
directorv numbers in the exported tiles by replacing the directory numbers thai were assigned
by autoregistration with those that are actually desired for the individual phones. These edited
files can then be used bv Cisco IInified Communications Manager BAT' to update the phone
records in the database.
Introducing Cisco Voice and Unified Communications Administration (ICOMM] vB.O ©2010 Cisco Systems, Inc.
Cisco (Jnified Communications Manager BAT Components
This subtopic describes the Cisco Unified Communications Manager BAT'components.

Manager BAT Components
Cisco Unified Communications Manager BAT

administration consists of these features:
- BAT templates are used to define general settings that fit all
ofthe devices that should be added.
• Comma-separated values (CSV) files areused todefine
devices and record specific settings that should be bulk
configured.
• Adding, updating, and deleting devices and records is done
automatically based onqueries and CSV files.
Cisco Unified
Add Devices
Com muni cations
Manager
CS.VFita
Cisco Unified Communications Manager BAT supports the use of templates to define general
settings that fit all ofthe devices that should be added. Comma-separated values (CSV) tiles are
used to define devices and record specific settings that should be bulk configured. The adding,
updating, and deleting ofdevices and records is done automatically based on queries and CSV
files.
Cisco Uniiied Communications Manager BAT can be used with the following types ofdevices
and records:
• Add. update, and delete Cisco Unified IP phones including computer telephony integration
(CTI) ports, and H.323 clients, and migrate phones from SCCP lo SIP.
• Add. update, and delete users and User Device Profiles.
• Add. update, and delete Cisco Unified Communications Manager Assistant and Managers
associations.
• Add ordelete Forced Authorization Codes (FAC) and Client Matter Codes (CMC).
• Add or delete Call Pickup Groups.
• Update or export Cisco Unified Presence or Cisco Unified Personal Communicator users.
• Populate ordepopulate the region matrix.
• Insert, delete, or export the access list.
• Export or importconfiguration.

BAT.xIt File
Thissubtopicdescribes the BAT.xIt file.
BAT.xlt File
Use the Cisco Unified Communications Manager Bulk

Adminislralion menu to manage devices and schedule tasks.
BAT xlt file download macro file can be used to create CSV files to
upload toCisco Unified Communications Manager.
BAT.xIt
trrs,
The Cisco I'nified Communications Manager Bulk Administration menu provides an interface
to manage devices and schedule tasks.
When creating new records, it is recommended lo use the BAT.xIt spreadsheet thai is provided
in Cisco Unified Communications Manager. The BAT.xlt download macro file is used with
Cisco Iinified Communications Manager BAT'. It can be used to create CSV files to be
uploaded to Cisco Unified Communicalions Manager.
'fhe BAT.xlt data is validated automatically when exporting from aspreadsheet to CSV file
format. This \alidation checks for correct characters, data types, and field length for particular
fields onh.
The Cisco Unified Communications Manager Bulk Adminislralion menu provides an option lo
upload files toCisco Iinified Communications Manager publisher and download files to a local
machine, including the bat.xlt file.
Ihe BAT.xlt spreadsheet assists administrators with the following features:
Data file templates with macros for the different devices
Customized file format definition
Support for multiple phone lines

Record error checking
File conversion to CSV format
4-64 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 12010 Cisco Systems, Inc.
Bulk Provisioning Service
This subtopic describes the Cisco Unified Communications Manager Bulk Provisioning
Service.
Bulk Provisioning Service
• Bulk Provisioning Service (BPS) administers and maintains

all jobs that are submitted through Cisco Unified
Communications Manager BAT.
• BPS is listed under database services in the service
activation pages.
• Activate servicefor scheduled jobs to be executed.
• BPS must be activated onlyon the Cisco Unified
Communications Manager publisher.
The Bulk Provision Service (BPS) administers and maintains all jobs that are submitted through
the Bulk Administration menu ofCisco Unified Communications Manager Adminislralion. The
sen ice isstarted from Cisco Unified Communications Manager Serviceability.
The BPS Server service parameter determines whether the service is activated on aparticular
server. Activate the Bulk Provisioning Service only on the first node (publisher) ofCisco
Unified Communications Manager cluster.
Note The Bulk Administration menu isvisible only on the first node oftheCisco Unified

32010 Cisco Systems. Inc
Cisco Unified Communications Manager BAT Templates
This subtopic describes (he Cisco Unified Communications Manager BAT' templates.

BAT Templates
Use Cisco Unified Communications Manager BAT phone templates to

define common phone attributes to add a group of new phones:
• Device Name
1 Description Apply IP Phone Templates

Device Pool
• Directory Number Device Type
Calling Search Space Directory Number
Device Pool
CallingSearch Space
Device Type
Call Pickup Group
LSC Status
Authentication CSV Batch File Cisco Unified

Phone Templates Communications
Device Protocol
Manager Database
Security Profile
Common Device Configuration
Adding large numbers ofsimilar devices is simplified by using templates in the Cisco Unified
Communications Manager BAT".
As the first task in the Cisco Unified Communications Manager BAT' configuration process, set
up atemplate for the devices that are to be configured. Specify the lype ofphone ordevice that
is to be added or modified and then create aCisco Unified Communications Manager BAT
template that has features common to all the phones or devices inlhat bulk transaction.
Cisco Unified Communications Manager BAT' templates can be created for the following t\pes
of device options:
• Phones: All Cisco Unified IP Phones. Cisco Analog Telephone Adapter (ATA) 1X6, CTI
ports, and H.323 clients
• Gateways: Cisco VG200 Series Gateways and Cisco Catalyst 6000 family FXS Analog
Interface Module.
• I'ser Device Profiles: Cisco Unified IP Phone 7900 Seriesand Cisco SofiPhone.
Define a Cisco Unified Communications Manager BAT template by specifying values in the
template fields that uill be common to all thedevices in the bulk transaction. TheCisco
Unified Communications Manager BAT template fields require similar values to those lhat are
entered when adding a device in Cisco Unified Communications Manager Administration.
Note Before creating the Cisco Unified Communicalions Manager BAT template, make sure that
settings suchas device pools, locations, calling searchspaces, button templates, and
softkey templates have already been configured in Cisco Unified Communications Manager
Administration
4-66 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc
Adding 3hones
his subtopic describes how to add IP phones using the Cisco Unified Communications
Manager BAT.
Adding Phones
• Templates can be configured for each device type and

function, for example, SCCP IP Phones 7965 at HQ.
- Menu options to create new CSV import file formats, validate
phones, and generate reports.
Usethe following stepslo insert phones with users:

Step 1 Create aCSV data file with individual values for each phone/user record that needs
to be updated.
Step 2 Associate file format with the CSV data file.
Step 3 Validate phones with user records.
Step4 Insert phones with userrecords.
The Cisco Unified Communications Manager Bulk Adminislralion Tool menu options allow
administrators to create new formats for CSV import files, validate phones, and generate
reports about the status of configuration changes.
Cisco Unified Communications Manager BAT templates can beconfigured for each device
type and function. For example, atemplate can be configured for all users ofthe Cisco Unified
IP Phone 7965 phone type at headquarters thatareusing SCCP.
Note The BAT.xlt spreadsheet macros canbe used tocreate the CSV data file for adding phones
and users in bulk.

Export Utility
TTiissubtopic describes the Cisco Unified Communicalions Manager BAT' export utility.
Export Utility
• The BAT export utility can be used to save selected database

records to a CSV file for backup.
Records can be moved from one Cisco Unified
Communicalions Manager server to another (imported).
• Exported CSV text file can be modified with a text editor.
- Can be used to merge records from multiple Cisco Unified
CommunicationsManager servers onto one database.
The Cisco Unified Communications Manager BAT' export utility can be used to save selected
database records to a CSV file for backup. Exported records can be moved from oneCisco
Unified Communications Manager sener and then imported to another.
The exported CSV lext files can bemodified with a text editor toadd new devices and can be
used as import files.
It is possible to merge records from multiple Cisco Unified Communications Manager servers
onto one database; for example, when consolidating several small servers into one larger
cluster, or merging records due to acompany acquisition. Administrators choose to export onlj
the records of interest, for example. onK records of IP phones.
4-68 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Implementing IP Phones in Cisco Unified
This topic describes the procedure for implementing IP phones in Cisco Unified
Communications Manager Express with the Cisco Configuration Professional.
Getting Started with Cisco

Configuration Professional
Configure Cisco Unified Communications Manager

Express for Cisco Configuration Professional access:
• Secure SSH and HTTPS
• Nonsecure Telnet and HTTP
• Define credentials for login
SSH and HTTPS

ip http secure-server
line vty 0 4
transport input ssh
Telnel and HTTP
ip http server
line vty 0 4
transport input telnet
Administrator
I usemame c isco privilege 15 secret 0 Cisco |
Administrators must configure Cisco Unified Communications Manager Express for Cisco
Configuration Professional initial access using the commands in the figure for the following:
• Secure Shell (SSH) and HTTPS
• Nonsecure telnet and HTTP
• Credentials for login
Alternatively, the Cisco Configuration Professional software package provides default

configuration files for each type ofCisco IOS router. The default configuration file meets all
Cisco Configuration Professional requirements and is intended to allow administrators who are
not familiar with Cisco IOS commands to begin configuration quickly.
The default configuration file has the name cpconfig-modeljiumbcr.cfg. For example, the
configuration file for the Cisco 860 and Cisco 880 Series Routers is cpconfig-8xx.cfg.
© 2010 Cisco Systems, Inc. Endpoinl and End User Administration 4-69
Cisco Configuration Professional Community
This subtopic describes Cisco Configuration Professional communities.

Community
• Create a community and add devices tothecommunity.

Maximum 5 devices per community
• Adefault community is created al installation.
• Define Cisco Unified Communications Manager Express IP
address and credential information in a community.
Default one-time usemame "Cisco" and password "cisco"
• Option to import/export devices in a community
Administrator
Before configuring devices using Cisco Configuration Professional, the administrator must
enter the IP address or hostname, and the credential information ofthe devices to be managed.
To enter this information, first create acommunity, and then add devices to that community.
Acommunity is basically agroup ofdevices (community members). Asingle community can
contain a maximum of five devices. Create a community and then add Ihe devices to it based on
some common parameters, For example, you can create a community thai is based on the
location ofthe de\ ices. Adefault community is created at installation for easy Cisco [Jnified
Communications Manager F.xpress deployment.
Administrators define the Cisco Unified Communications Manager Fxpress IP address or
Domain Name Svstem (DNS) name and credential information in acommunity. Cisco
Configuration Professional provides a default one-time usemame "cisco" and password "cisco"
lor initial access. Cisco Configuration Professional will configure Cisco Unified
Communications Manager Express with the credentials defined for that device in the
communitv menu. these credentials will be used for subsequent access.
Cisco Configuration Professional prov ides Ihe option lo import and export the devices in a
communitv.
4-70 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v80 © 2010 Cisco Systems. Inc.
Adding Devices to Communities
This subtopic describes how to add devices to Cisco Configuration Professional communities.
Adding Devices to Communities
• Add Cisco Unified Communications Manager Express IP

address, credentials, and connection type
Option to discover device information
The figure shows the Cisco Configuration Professional community menu for adding devices.
Administrators define the Cisco Unified Communications Manager Fxpress IP address orDNS
name and credential information in a community. The menu provides an option for secure or
nonsecure accessto Cisco Unified Communications ManagerFxpress.
A maximum of five devices can be addedto a singlecommunity.
The Discover all devices check box isused todiscover information about configured devices.
Cisco Configuration Professional requires that adevice is discovered the before it can be
configured and monitored.

Device Discovery
This subtopic describes Cisco Configuration Professional device discover
Device Discovery
• Use device discovery to verify supported platform features.

Cisco IOS Software version, voice and security functions, etc.
• Venfy Cisco Unified Communications Manager Express version
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Cisco Configuration Professional requires that a device is discovered before itcan be

configured and monitored. The dev ice discovery also prov ides useful information to verify
supported platform features as follows:
Cisco iOS Software version
Platform hardware type

Cisco IOS voice functionality availability
Cisco IOS security functionality availabililv
Cisco Unified Communications Manager Fxpress version
Note When switching between communities, the status of the devices in the previous community
changes to Not Discovered. To configure devices in that community, theadministrator must
discover the devices again.
Initial Configuration
This subtopic describes initial Cisco Unified Communications Manager F.xpress configuration
using Cisco Configuration Professional. ^^^^^^^^
Initial Configuration
. Select Cisco Unified Communications Manager Express asthe router mode

- Configure > Voice > Voice Modemenu
• Deliver theconfiguration for Cisco Unified Communications Manager
Express usingIhedefault one-time login
- New login is added using the credentials defined in Ihe community
<L m^—•*
, Voce \
Mode New Login Created
The initial Cisco Configuration Professional configuration for Cisco Unified Communications
Manager Fxpress provides the login credentials and basic global telephony service parameters.
Choose Configure >Voice >Voice Mode. In the menu, select Cisco Unified Communications
Manager Fxpress as the router mode.
Deliver the configuration to Cisco Unified Communications Manager Express using the default
one-time login. The new login isadded using the credentials defined.

Configure Menu
This subtopic describes the Cisco Configuration Professional Configure menu.
Configure Menu
The Configure menu

allows administrators
to perform the following
actions;
» Modifyinterface, security,
and network parameters
• Add users, phones, and -MTV
extensions
• Enable telephony features

- Configure PSTN trunks and
dial plans
- Router file management
CiscoCoIIfigurationProfasf lonal ' *I**<I*•

CISCO
fhe Cisco Configuration Professional Configure menu in the figure allows administrators lo
perform Cisco Uniiied Communications Manager Fxpress configuration tasks. Itisreachable
bv choosing Configure > Voice > Users, Phones and extensions.
Cisco Configuration Professional supports configuration ofthe following:
Modifv interface, seeuritv. and network parameters.
Add users, phones, and extensions.
Enable telephonv features including configuring extensions and phones, defining users, and
assigning phones and extensions to users.
Configure PS'fN trunks and dial plans.
Manage rouler files.
«•-*
•UNr
4-74 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Telephony Settings
This subtopic describes Cisco Configuration Professional configuration of Cisco Unified
Communications Manager Fxpress telephony settings.
Telephony Settings
. Define Cisco Unified Communications Manager Express telephony

settings such asmaximum ephones and IP source address.
u—m opWih-w**"*"
Cisco Unified Communications Manager Express telephony settings may be modified usinj
Cisco Configuration Professional. Choose Configure >Voice >Telephony Settings.
Administrators can configure global telephony settings such as the maximum number of
ephonesand ephone-dns.
The Phone Registration Source IP Address is defined for signaling. This address is the IP
address that is used for IP phoneregistration.

12010 Cisco Systems. Inc.
Phone Firmware
This subtopic describes Cisco Configuration Professional IP phone fir mvvare menu.
Phono Firmware
• Define firmware files for each IP phone type.

• Corifigme > Voice => Firmware >Phone Firmware
*Upload to Cisco Unified Communications Manager Express flash.
Browse the local PC forfirmware files
• Use the option Show Registered Phones toview the current total
number of registered IP phones.
['ifm.vare Uploads d
iter l'l;-is!i
The Cisco Configuration Professional IP phone firmware menu provides Ihe interface for
changing IP phone firmware. Administrators may define firmware files for each IP phone type
hv choosing Configure > Voice > Phone Firmware.
Cisco Configuration Professional can be used to upload new firmware files to the Cisco Unified
Communications Manager Fxpress fiash memory. Administrators can browse the local PC for
firmware files and upload files for each IP phone tjpe.
Ihe IP phone firmware menu also can view the current total number of registered IP phones on
the Cisco Unified Communications Manager Express system via Show Registered Phones,
4-76 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.
Adding Extensions
lis subtopic describes adding extension numbers using Cisco Configuration Professional.
Adding Extensions
Create extensions
- Configure • Voice >Users. Phones and Extensions >Extensions
Configure directory number and call forwarding
Primary Extension
CD
Administrators can create extension numbers in Cisco Unified Communications Manager

Express using Cisco Configuration Professional via Configure >Voice >Users, Phones and
Extensions > Extension.
Using Cisco Configuration Professional- administrators can configure extension line parameters
such as directory numbers and call forwarding information. Primary and secondarv' directory
numbers can be defined, as well as a line label.
Call forward configuration includes the following:
• Call Forward All (CFA)
• Call Forward Busy (CFB)
• Call Forward No Answer(CFNA) and no answertimeout
"fhe Create Fxtension menu also provides the option to permit orblock the caller ID in
outgoing calls.
Endpoint and End User Adminislralion 4-77

Adding IP Phones
This subtopic describes adding IP phones using Cisco Configuration Professional.
Adding IP Phones
* Add IP phones
•-unrig, -b > voice > Users. Phones and Fxier<Mons > Phones
• Specify phone type and MAC address
Mfcreri^WH
Administrators can add IP phones to the Cisco Unified Comniunications Manager F.xpress
system using Cisco Configuration Professional menu Configure >Voice >Users, Phones and
Extensions > Phones.
fhe IP phone tv pe and MAC address must be defined when adding an IP phone. Additional,
optional features mav beconfigured for each IPphone added, such as:
• Remote worker codec selection
• 1he night serv ice feature sends calls lo a night operator outside ofthe configured (normal)
business hours.
• After hours call barring exemption
4-78 Introduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc
Adding Users
This subtopic describes the menu for adding end users in Cisco Unified Communicalions
Manager Fxpress using Cisco Configuration Professional.
Adding Users
Add User IDand user information

- Configure >Voice >Users. Phones and Extensions >Users
Specify user password and PIN, which isblank by default
user
ID
Administrators can add end users to the Cisco Unified Communications Manager Express
system using Cisco Configuration Professional by choosing Configure >Voice >Users,
Phones and Extensions > Users.
Each end user must have aunique User ID defined. Additional user information includes the
following:
First name
Fast name
Displav name
Password (blank by default)
PIN (blank by default)

Associate Users with Phones and Extensions
Ihis subtopic describes the Cisco Configuration Professional menu for associating end users
uiih phones and extension numbers.
Associate Users with Phones and
• Associate the User ID with configured IP phones and extensions

• Optionally modify line type and behavior
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Administrators can associate end users with IP phones and extension numbers using Cisco
Configuration Professional via Configure >Voice >Users, Phones and Extensions >Users >
Phone/extension,
Fach user must be assigned to ai least one IP phone, which has been added previously in Cisco
Configuration Professional. The adminislrator selects the phone line (button) to configure and
assigns the Selected Extension from the Available Extensions list.
For each line, the administrator may configure the following line type:
• Regular
• Ov erlav
• Monitor
• Call wailing on ov erlav
The following ring behavior isconfigurable perline:

• Normal ring
• feature ring
• Silent
• Beep once
-80 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 i ©2010 Cisco Systems, Inc.
View Menu
This subtopic describes the Cisco Configuration Professional view
View Menu
• The View menu allows adminislrators todisplay the running configuration.

• Administrators canlype anyshow command and view theoutput.
- Asmall subset ofshowcommands canbeselected from a drop-down
list.
Enter Cisco IOS show Command
iln- T^k.™ rvtlU -
show ephone -
registered
The Cisco Configuration Professional View menu allows administrators to display Cisco
I nified Comniunications Manager Express show commands and view the running
canfiguration. Navigate to Configure >View >IOS Show Commands.
i addition to adrop-down menu containing asmall subset ofshow commands that can be
;lected. administrators can type any show command and view the output. The following show
commands are available from the drop-down list:
show flash: Shows the contents of flash memory.
show startup-con fig: Shows the device startup configuration. The device will use this the
configuration ifthe device is restarted.
show access-lists: Shows the access lists configured on the device.
show diag: Shows hardware diagnostic information, such as hardware revision number.
PCB serial number, and so on.
show interfaces: Shows protocol and statistics information on all device interfaces.
show version: Shows the Cisco IOS version, the Cisco IOS image name, the configuration
register settings, and a summary ofinterfaces and modules.
show tech-support: Shows the current software image, configuration, controllers.
counters, stacks, interfaces, memory', and buffers.
show environment: Shows the status ofelectrical and mechanical elements ofthe device.
such as fan status, input voltagestatus, and thermal status.
if show run: Shows the configuration information currently running on the device.
) 2010 Cisco Syi terns, Inc

Configuration Tool Comparison
The table show
tools.
sacomparison Cisco Unified Communications Manager Fxpress configuratk
Configuration Tool Comparison
The table shows a comparison ofthe Cisco Unified

Communications Manager Express configuration tools.
Command-Line Interface Cisco Configuration Professtofigf.

Preferred interface for personnel
already familiar with Cisco IOS Easy to use GUI forvoice personnel
commands not familiar with Cisco IOS commands
Default configuration method for Requires command-line interface to

Cisco IOS Software get started
Requires detailed knowledge of
configuration commands and feature Intuitive menu-driven feature structure
dependencies
Simple copy and paste forlarge Supports bulk import from CSV files
configurations for large configurations
1he command-line interface tends to be the preferred configuration method for those personnel
already familiar with Cisco IOS commands. Many voice personnel will not be familiar with the
Cisco IOS command set. and may choose the easy-to-use Cisco Configuration Professional
GUI.
In larger deplov ments. Cisco Unified Communications Manager Express can be provisioned
using the Cisco Configuration Professional bulk import feature. Devices, users, and extensions
can be imported from CSV files. Traditionally, you can copy and paste to the Cisco IOS
command-line interface for largeconfigurations.
4-82 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) vS.O ©2010 Cisco Systems, Inc.
Summary
fhis topic summarizes the key points that were discussed in this lesson.
Summary
• Cisco Unified Communications Manager supports automatic

registration of IP phones. The Cisco Unified Communications
Manager BST enables administrators to add large numbers
of devices manually.
• Cisco Configuration Professional provides a GUI to configure
Cisco Unified Communications Manager Express.
Administrators cancopy and paste configuration methods via
the CiscoUnified Communications Manager Express
command-line interface.
-iiis lesson describes how to implement IP phones in Cisco Unified Communications Manager
arid Cisco Unified Comniunications Manager Express. Both systems support automatic
registration and manual configuration ofIP phones.
References
Fbr additional information, refer to these resources:
• Cisco Unified Communications Manager Administration Guide, Release 8.0( I):
http:/.w vvvv.cisco.com/cn/US/docs/voiceJp_comm/cucm/admin/H_0_l/ccmctg/
bccm-8Cjl-cm.html.
• Cisco Unified Communications Manager Bulk Administration Guide, Release 8.0( 1):
hitp:/.'\vww.cisco.coni/en/US/docs/voice_ip_conim/cucm/bat/8_0^1/bat-H01-cm.html.
• Cisco Unified Communications Manager Express Command Reference on Cisco.com:
htip://\\w\ .cisco.com/cii/US/docs/voice_ip_comm/cucmc/command/refcrcnce/
cme cr.html.

© 2010 Cisco Sy terns, Inc
4-84 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems Inc
Lesson 3
Characteristics and
Configuration Requirements
Overview
This lesson describes the characteristics of end users in Cisco Unified Communications
Manager and Cisco Unified Communications Manager Express and the related configuration
requirements. Topics will explain the differences between end users and application users in
Cisco Unified Communications Manager, as well as end-user characteristics.
Objectives
Upon completing Ibis lesson, you will be able to describe the characleristics of end users in
Cisco Uniiied Communications Manager and Cisco Unified Communications Manager Express
and the related configuration requirements. This ability includes being able to meet these
objectives:
m Describe the end users in Cisco Unified Communications Manager
• Describe the end users in Cisco Unified Communications Manager Express
End Users in Cisco Unified Communications
Manager
fhis topic describes end-user accounts in Cisco Unified Communications Manager.
User Accounts
By default, all users are provisioned manually into the

Cisco Unified Communications Manager database via
the administration interface. The users in the database
form two categories:
* End users: associated with a physical person and an
interactive login
Includes all IP telephony users and administrators
• Application users: associated with Cisco IP Communications
features or applications:
Authenticate with Cisco Unified Communications Manager
for internal communications between applications and do
not have an interactive login
Includes Cisco Unified Contact Center Express or Cisco
Unified Communications Manager Assistant
Bv default, all users are provisioned manuallv into the Cisco Unified Communications Manager
database via the administration interface. The users in the database form two categories:
End users are associated with a phvsical person and an interactive login. End users are all IP
telephony users and the Cisco Unified Communicalions Manager administrators.
Application users are associated with Cisco Unified Communications features or applications.
Application users authenticate \vtth Cisco Unified Communications Manager for internal
communications between applications and do not have an interactive login. Application users
include Cisco Unified Contact Center Fxpress or Cisco Unified Communications Manager
Assistant.
Note The Cisco Unified Communications Manager Administration account is an application user
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8 i © 2010 Cisco Systems, Inc
Credential Policy
Ths
subtopic describes the Cisco Unified Communicalions Manager credential policy.
Credential Policy
• Default credential policy issetloend-user passwords, end-user PINs, and

application user passwords
• Canconfigure many newcredential policies for system or siteuse
- Assigned to users
• Credential policy may check for trivial passwords to prevent credentials that
are easily hacked
• Credential policy settings include: number ofallowed failed login attempts,
minimum credential length, duralion between credential changes, number of
previous credentials stored, and number ofdays until credential expires
• End-user login can be associatedwith devices(IPphones)
n*
User Login Credentials
<v
J
Cisco Unified
The Credential Policy Default window provides options to change the default credential policy
assignment for auser and credential type (for example, end-user PINs). Default credential
policy is set as follows:
• End-user passwords and end-user PINs
• Application user passwords
At installation. Cisco Unified Communications Manager assigns the system default credential
policv to end-user passwords, end-user PINs. and application user passwords. Ihe system
applies the application password that was configured at installation to all application users.
Administrators can assign anew default credential policy and configure new default credentials
after installation. These new credential policies may be for thesystem or assigned to users.
The credential polic; may check for trivial passwords to prevent credentials that are easily
hacked. Credential policysettings includeIhc following:
Number of allowed failed login attempts
Minimum credential length
Duration between credential changes
Numberof previous credentials stored
Number of davs until credential expires
The system provides Ihe default credential policy to facilitate installs and upgrades.
i 2010 Cisco Systems. Inc. Endpointand End User Administration 4-87

Passwords
Cisco Unified Communications Manager end-user passwords can contain any alphanumeric
ASCII character and all ASCII special characters.
Passwords can contain any alphanumencASCII character and ail

ASCII special characters
Examples
Cisco135! Must contain threeofthefour allowable characteristics: uppercase

character,lowercase character, number,symbol.
C15C0001
Must not use a character or number more than three times
consecutwek/.
20012001
Must not repeat or include the alias, usemame, or extension
number.
654321 or ABCOEF Cannot consist of consecutive characters or numbers.
lord OK S*?J
—*W/"M
Cisco Unified Communications Manaq
The sv stem prov ides trivial credential checks to disallow credentials that are easily hacked.
Administrators enable trivial credential checks by checking iheCheck for Irivial Passwords
check box in the Credential Policy Configuration window.
A nontriv ial password meets the following criteria:
• Must contain three ofthe four allowable characteristics: uppercase character, lowercase
character, number, or symbol.
• Must not use a character or number more than three times consecutively.
• Must not repeal or include the alias, username. or extension.
• Cannot consist of consecutive characters or numbers. Forexample, passwords such as
654321 orABCDFFG.
In the table, the first two examples are allowed passwords. The last two entries are examples of
passwords lhat are not allowed.
4-88 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) vB.O ©2010 Cisco Systems. Inc.
PIN
This subtopic describes the Cisco Unified Communicalions Manager end-user PIN.
PI Ms can contain digits (0-9)only. Anonthvial PIN meets tnese criteria
Description
Must not use the same number more than two times
201165
consecutively.
Must notrepeat orinclude Ihe userextension ormailbox
2001 orthe reverse of the user extension or mailbox.
121212 Must contain three different numbers.
Musi not matchthe numeric representation torme first or last
24726 (Cisco) name of the user {Not dial by name)or company name
408408 Must notcontain groups ofrepeated digits orpatterns that
2580 or 159or753 are dialed ina straight ine ona keypad.
Ussr Login PiNGIKTS
Cisco Unified Communications Manager end users can access phone features (such as Call
Forwarding) from their PC via GUI using their user and password credentials. When usmg the
telephony user interlace, a PIN is used instead.
The Cisco Unified Communications Manager end-user PIN can contain digits 0to 9only. A
nontrivial PIN meetsthe following criteria:
• Must not use the same number more lhan two times consecutively.
• Must not repeat or include the user extension or mailbox or the reverse of the user
extension or mailbox.
. Must contain three dilTerent numbers: for example, aPIN such as 121212 is trivial.
• Must not match the numeric representation (that is. dial bv name) for the first or last name
ofthe user.
. Must not contain groups ofrepeated digits, such as 408408. or patterns that are dialed in a
straight line on akeypad, such as 2580. 159. or 753.
Endpoint and End U;erAdministration
«*
Features Interacting with User Accounts
fhis subtopic describes several Cisco Unified Communications Manager features that require
user accounts to be able to authenticate the user.
Features fnteracting with User Accounts
« Cisco Unified Communications Manager user and
administrator web interfaces:
User web pages
Administration
Serviceability
OS Administration
* Cisco Unified Communications Manager applications:
Cisco Extension Mobility
Cisco Unified Communications Manager Assistant
* Directories
- Cisco Unified Communications Manager IP Phone Services
These features include Cisco Unified Communications Manager administrative and user web
pages and applications that require the user to log in.such as:
• Cisco Hxlension Mobility
• Cisco Unified Communications Manager Assistant
IP phones can browse directories to find the directorv number for agiven usemame In order to
be able to provide this information, Cisco Unified Communications Manager needs to knov.
users and their extensions.
When using Cisco Unified Communications Manager phone serv ices, the serv ices can be
configured torequire a user login before providing access to the senice.
Users can authenticate with their usemame and apassword (alphanumeric) or PIN (numeric)
depending on the application. Cisco Unified Communications Manager sends authentication"
requests to an mtemal library, the Identity Management Svstem library, which is responsible
tor authenticating the credentials against the embedded database (bv default)
4-90
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010Cisco Systems. Inc.
Types of User Accounts
The table lists the features ofend-user and application user accounts in Cisco Unified
Types of User Accounts
- There are two types of user accounts in Cisco Unified
AppBcaBon Users
Associated with an individual person Associated with an appicalion
Forpersonal use ininteractive logins For noninteractive logins
Used for user features and ridhriduaf Used forappicalion authorization
administrator bgins
Included in user directory Not included in user drectoiy
Can be provisioned and authenticated Cannot use LDAP*
using anexternal directory service (LDAP)
I'LDAP = Ughtweight Directory Access Protocol
There are two types ofuser accounts in Cisco Unified Communications Manager as follows:
. Fnd users: All end users are associated with aphysical person and an interactive login.
This category includes all IP telephony user, as well as Cisco Unified Communtcations
Manager administrators when using the user groups and roles configurations.
. Application users: All application users are associated with Cisco Unified
Communications features or applications, such as Cisco Unified Contaet Center Express or
Cisco Unifie CommonieationsManager Assistant. These applications need to authenticate
whCisco Unified Communications Manager, but these internal "users" do not have an
lerac elogin and serve purely for interna, communications between applications.
Data Associated with User Accounts
User accounts in Cisco Unified Communicalions Manager are associated wilh several
attributes.
tociated with User Accounts
Personal and organizational settings
• User ID, First, Middle and Last Name
Manager User ID. Department
• Phone Number, Mail ID
Password
Configurationsettings
- PIN, SIP digest credentials
User privileges (usergroups and roles)
User locales
Associated PCs,controlled devices, directory numbers and
calling name
Application and feature parameters (Cisco Extension Mobility
profile, PresenceGroup. Cisco Unified Mobility, CAPF, and so on
The attributes that are associated with end users are separated info .he following three
categories:
• Persona! and organizational settings
• Password information
• Cisco {Inified Communicalions Manager configuration sellings
Personal and organizational settings include the following:
• User ID. First. Middle, and Last Name
• Manager User ID, Department
• Phone Number. Mail ID
Cisco Unified Communications Manager configuration settings include the following:
• PIN and Session Initiation Protocol (SIP) digest credentials
• User privileges (user groups and roles)
• Associated PCs. controlled devices, and directorv numbers
P^sentiCrond
' Iresect Croup. Mobthiy,
MTt** C r™T
ert.ficate(li™'^
Authority Proxv
<"«>Function
Vision(CAPf).
Mobiliuandprofile.
so on)
Note
Application users are associated with a subset of these attributes.
4-92
Introduang Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0
S2010Cisco Systems, 'nc.
User Locale
This subtopic describes the Cisco Unified Communications Manager Locale Installer, which
can be used to install user locales for use on IP phones.
User locale provides localization of IP phone display messages
- Cisco Unified Communications Manager Locale Installer
IP phones load configured locale files from a TFTP server
- Centralized or local server
Configuration files for devices contain locale information
- Example: IP phone A uses the German user locale, IP phone B uses the French
user locale
IP Phone A Germany
The userlocale provides localization of IP phone display messages. Additionally, each IP
phone can be configured to use a different ringtone.
The Cisco Unified Communications ManagerIP phone configuration specifies the localefor
eachdevice. Theconfiguration files fordevices contain locale information. IF phones loadthe
configured locale files from the TFTP server. The TFTP server may becentralized to serve
many locations, or the server can be local to a region.
Example
IPphone A uses the German user locale, IPphone Buses the French user locale. Both IP
phones load localefiles from a centralized TFTP server.
Note Cisco Unified Communications Manager configuration identifies the user locale for each IP
phone. The IP phones loadconfigured locale files from a TFTP server.
Device Association
'I his subtopic describes end-user device association in Cisco Unified Communications
Manager.
End users can be associated with devices
IP phones, Cisco IP Communicator, Cisco Extension Mobility profile
Unique User Attribute Name within the corporatedirectory allows users
to dial a person by name
Dial by name feature
Cisco Unified Contact Center enables agents using IP phones to
receive calls that originate from VoIP and TDM networks
ComputerTelephony Integration (CTI) route point in Cisco Unified
Communications Manager defines the contact center extension number
- Call routing scripts route calls to agents based on criteria such as
calling number
Cisco Unified Presence collects information about a user's availability
status and communications capabilities
Users communications device such as an IP phone or Cisco Unified
Personal Communicator
In the Cisco Unified Communicalions Manager database, end users can be associated with
devices such as the following:
• IP phones
• Cisco IF Communicator
• Cisco F.xtensioii Mobility profile
Because there is a unique User Attribute Name within the Cisco Unified Communications
Manager corporate directory, features such as dialing a person by name can be supported.
Cisco Unified ContactCenterenables call centeragents using IF phones to receive calls that
originatefrom VoIP and lime-division multiplexing (TDM) networks. A computer telephony
interface (CTI)roule point in Cisco Unified Communications Managerdefinesthe Cisco
I Inified ContactCenterextension number. Call rouling scripis roulecalls to agentsbased on
criteria such as the calling number.
Cisco Unified Presence collects information about the availability status of a userand
communications capabilities such as information regarding the communicalions device of a
user, such as an IP phone or Cisco Unified Personal Communicator.
4-94 Introducing Cisco Voice and Uniiied Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
End Users in Cisco Unified Communications
Manager Express
This topic describes end-user access levels in Cisco Unified Communications Manager
F.xpress.
User Access Levels
The Cisco Unified Communications Manager Express
GUI provides three levels ofaccess to support the
following user classes:
• System administrator: able to configure all system-level and
phone-based features.
• Customer administrator: able to perform routine phone
additions and changeswithout having access to system-level
features.
• Phone user: able to program a smallset of features on their
own phone:
- For example, speed dials, etc. orsearch the Cisco Unified
Communications Manager Express directory
- Thesame phone user credential can be used to log in to a
phone via CiscoExtension Mobility.
The Cisco Unified Communications Manager Express GUI provides three levels ofaccess to
support the following user classes:
• System administrator: able to configure all system-level and phone-based features.
• Customer administrator: able to perform routine phone additions and changes without
having access to system-level features.
• Phone user: able to program asmall set of features on their phone, for example, speed
dials, or search the Cisco Unified Communications Manager Express directorv. The same
phone user credential can be used to log in to aphone via Cisco Extension Mobility.
In particular, the GUI facilitates the routine additions and changes associated with employee
turnover, allowing these changes to be performed by nontechnical staff.
Cisco Unified Communications Manager Express administrators can define user access levels
locally in the Cisco Unified Communications Manager Express system via the command-line
interface Alternatively, aremote authentication, authorization, and accounting (AAA) server
can be configured with user accounts. Use the ip http authentication command to enab e
access to the remote authentication server. If authentication through the server fails, the local
router may be searched.
User Locale
'"his subtopic describes user locales in Cisco Unified Communications Manager F.xpress.
* Built-in localization support for 12 languages with multiple
user locales and network locales supported
Up to five user and network locales
* Can specify different user locales and network locales for
different phones
- User-defined locales can be added for supported phones.
• Locale files can be stored on Cisco Unified Communications
Manager Express or offloaded to an external TFTP server:
System: Only one default configuration file for all IP
phones in the system
- Flash or slot 0: Configuration files apply per IP phone
type or per individual IP phone
* IP phonereset required when locale is changed
Cisco Unified Communications Manager Express provides built-in localization support for 12
languages including English and 16 countries including the United States.
Network locales specify country-specific tones and cadences and user locales speeifv the
language to use for text displays.
Ihe user-defined locale feature allows support for network and user locales other than the
system-defined locales lhat are predefined in Cisco IOS Software.
lor example, ifa site has phones lhat must use the language and tones for Traditional Chinese,
which is not one ofthe system-defined choices, the Cisco Unified Communications Manager
f.xpress administrator must install the locale files forTraditional Chinese.
Administrators can specify up to five user and network locales and applv dilTerent locales to
individual ephones or groups ofephones using ephone templates. CiscoUnilied
Communications Manager Express parses new firmware-load text files that are defined using
the load command and automatically creates the TETP aliases for localization.
To download and install locale files for system-defined locales, perform the follow ing steps:
Step 1 Download the locale .tar file to a Tl Tl'senerlhat is accessible bv Cisco linified
Step 2 Use the archive tarcommand toextract the files to fiash. slot 0. or an external
TETP server.
Step 3 Create aTFTP alias for the user locale (text displav s) and network locale (tones)
using the tflp-scrver command.
Step 4 Assign the locales to IP phones.
Step 5 Use the create cnf-iiles command lo rebuild the configuration files.
Step 6 Use the reset command lo reset the phones and see the localized displav s.
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Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©20lOCisco Systems, Inc
Eor example, specify French for phones A, B. and C. Gemian for phones D. E. and F. and
English for phones G, H, and I.
Only one user and network locale can be applied to each phone.
Locale files can be stored on Cisco Unified Communications Manager Express or offloaded to
an external TFTP server as follows:
• System: only one default configuration file for all IP phones in the system.
• Flash or slot 0: configuration files apply per IP phone type or per individual IP phone.
)2010 Cisco Systems. Inc Endpoint and End User Administration
Summary
Cisco Unified Communications Manager differentiates
between end-user and application user accounts, whereas
the application users cannot be synchronized from the LDAP
server. Access privileges are configured per user for Cisco
Unified Communications ManagerAdministration and user
options.
Cisco Unified Communications Manager Express phone
users are able to program a small set of features, such as
speed-dial lists, on their own phone.
This lesson covered the end-user characteristics and configuration requirements in Cisco
Unified Communications Manager and Cisco Unified Communications Manager Express.
References
• Cisco Unified Communicalions Manager Express Command Reference on Cisco.com:
http://vvvv\v.cisco.coni/en,4|S/docs/voicejp_conini.;cuemc/coniniand;'relerence.;
cmecr.lilml.
• Cisco Unified Comniunications Manager Express Svstem Adminislrator Guide:
http://vvww.ciseo.com/en/C'S/docs/voiee ipômm/cucme'admiii:configuration/guide/
cmeadm.html.
• Cisco Unified Communications System 8.x SRND on Cisco.com:
hups://www.cisco.com/en/US/docs/voice ip comm/eucm/snid^x/ucoVhtml.
• Cisco Unified Communications Manager Express Svstem Administrator Guide:
http://vvvvvv.cisco.com/en/US/docs/voice_ip eomiiL'eucmc/adniin,configuration/guide/
cmeadm.html.
4-98 Introducing CiscoVoiceand Unified Communicalions Administration (ICOMM) v80 © 2010 Cisco Systerrs, Inc.
Lesson 4
Implementation Options
Overview
This lesson describes how to implement end users in Cisco Unified Communications Manager
and Cisco Unified Communicalions Manager Express. Topics will focus on the corporate
directory content that is generated by manual end-user configuration or Lightweight Directory
Access Protocol (EDAP)synchronization.
Objectives
Upon completing this lesson, you will be able to describe how to implement end users in Cisco
ability includes being able tomeet these objectives:
• Describe the end-user implementation process in Cisco Unified Communications Manager:
manual configuration or EDAP synchronization
• Describe the end-user implementation process in Cisco Unified Communications Manager
Express
Implementing End Users in Cisco Unified
Ihis topic describes the Cisco Unified Communications Manager user account management
options.
*isco Unified Communications
/lanager User Management Options
* One-by-one manual configuration using Cisco Unified
Communications Manager Administration
• Bulkconfiguration using Cisco Unified Communications
Manager Bulk Administration Tool (BAT)
• I. DAP integration: automatic synchronization for end users only
• Cisco Unified Communications Manager supports two types of
LDAP integration:
LDAP synchronization
LDAP authentication
When using LDAP, some user data are no longer controlled via
CiscoUnified Communications Manager Administration
User management options in Cisco Unified Communications Manager include the following:
• Using ihe Cisco Unified Comniunications Manager Adminislralion User Management
menu items:
— Thisjiption is suitable for configuring few users or doing single updates to the
configuration. Administrators perform one-bv-one manual configurations. This
option does not scale for mass deployment of users.
• Using Cisco Unified Communications Manager Bulk Administration Tool (BAT):
Cisco Unified Communications Manager BAT allows bulk administration ofseveral
configuration elements including users. Cisco Unified Communications Manager
BA I is agood option for initial (mass) deployment when EDAP integration is not
used.
• fhe EDAP integration option is available only to end users. EDAP integration provides (wo
functions, which can be enabled independently ofeach other:
— EDAP synchronization: Allows user provisioning where personal and
organizational data are managed in an LDAP directorv and replicated lo the Cisco
Umlied Communications Manager configuration database.
— LDAP authentication: Allows user authentication against an I DAP directorv
When using LDAP authentication, passwords are managed in LDAP,
4-100 Introducing Cisco Voice and Unified Communications Administration (ICOMM) V8 0 © 2010 Cisco Systems, inc
End Users
End-user configuration in Cisco Unified Communications Manager Administration allows the
adminislrator to add, search, display, and maintain infomiation about Cisco Unified
Communications Manager end users.
* End users added in the Cisco Unified Communications
Manager database contain mandatory and optional attributes.
* Mandatory user attributes include User ID and LastName
- Optional information includes attributes suchas First name,
Middle Name, and Telephone Number.
- When not defined, optional information fields are left
blank.
* When synchronizing with LDAP, mandatory attributes must
be present in the user records.
- Otherwise the user is not imported into the Cisco Unified
Communications Manager database
* If optional parameters are missing during LDAP
synchronization, the information fields areleft blank in the
Cisco Unified Communications Manager database.
End users can control phones after they are associated wilh an IP phone. End users that are
added in the Cisco Unified Communications Manager database contain mandatorv and optional
attributes as follows:
• Mandatory user attributes include User ID and Last Name.
• Optional infomiation fields include attributes such as Eirst name. Middle Name, and
Telephone Number. When not defined, optional information fields are left blank.
End-user entries in the Cisco Unified Communications Manager database can be searched by
using the Directory button on IP phones. The IP phone interface prov ides asofikev for the user
to place acall to the destination corporate directorv end user.
IfCisco Unified Communications Manager is configured to use the LDAP corporate directorv
as the end-user directory, administrators cannot add or delete users in Cisco Unified
Communications Manager Administration. Administrators add and remove end users in the
corporate LDAP directory' only.
Ifend users exist in (he Cisco Unified Communications Manager database before LDAP
synchronization with acorporate directory occurs, the system will delete those end users that
did nothave a matching user ID in the corporate directorv.
IfIhe Cisco Unified Communications Manager system is configured to authenticate users
against the LDAP directory, administrators cannot configure or change end-user passwords in
Cisco Unified Communications Manager Administration. Administrators configure and change
end-user passwords inthe corporate LDAP directory.
Manual End User Configuration Page
fhe L.nd User Configuration window in Cisco Unified Communicalions Manager
Administration allows the administrator to add. search,display, and maintain infomiation about
Cisco I Inified Communications Manager end users. End users can be associated with devices to
control their IP phone.
User Configuration Page
In Cisco Unified Communications ManagerAdministration, navigateto User
Management > End User
Configuration includes User ID, password. PIN, and device association
Io add ormodify un end user, navigate tothe Cisco Unified Communications Manager
Adminislralion User Management > End Irser menu. The end-user configuration fields
include the following:
• User ID
• Password
• PIN
• Eirst name
• Last name
• Telephone number
• Device association
End-user entries in the Cisco Unified Communications Manager database can be searched by
using the Directory button on IP phones. The IP phone user can search the corporate directory.
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Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010Cisco Systems, Inc.
Lightweight Directory Access Protocol
LDAP directories typically store data that do not change often, for example, employee
information.
Lightweight Directory Access Protocol version 3(LDAPv3)
Specialized database stores information about users:
- Centralized storage of user information
- Available to all enterprise applications
> Examples
- Microsoft Active Directory, Microsoft Active Directory
Application Mode LDAP Server, Netscape, iPlanet, Sun ONE
Cisco Unified
IP Telephony Users
Information in the LDAP database is optimized for the follow ing requests:
• High number ofread and search requests
• Occasional write and update requests
Directories typically store data that does not change often, such as employee infomiation and
user privileges on the corporate network. LDAP directories provide applications with a
landed me'lhod for accessing and modifying user infomiation. 1his -Pab'h >™^* ,
companies to centralize all user information in asingle repository that ,s ava'bbte to «« -1
applications. This capability results in reduced maintenance costs through the ease ol adds,
moves, and changes.
LDAP directories store all user information in asingle, ccnlrali/ed repository available to all
applications.
Cisco Unified Communications Manager supports LDAP version 3. Examples of LDAP
directories include the following:
• Microsoft Active Directory
• Microsoft Active Directory Application Mode LDAP Server
• Netscape
• i Planet
• Sun ONE
Cisco Unified Communications Manager LDAP Support
This subtopic describes Cisco y}mt\t:d Communicalions Manager LDAP support.
Inified Communications
• Supported directories:
- Microsoft Active Directory (2000, 2003, and 2008) Cisco Unrfied
Microsoft Active Directory Application Mode 2003 Communications
Manager
Microsoft Lightweight Directory Services 2008
iPlanet Directory Server 5,1
Sun ONE DirectoryServer 5.2,6.x
OpenLDAP2 3,39, and 24
When lining LDAP some ena-;j;,ar ti;.ta is not controwed
via Cisco Unified Communications Manage'
Administration.
Application users are not affected by LDAP integration
Always configured from Cisco Unified
Microsoft AD
Communications Manager Administration
-- All application user data are always stored inthe
Cisco Unified Communications Manager database
Cisco Unified Communicalions Manager allows s\ nchronicalion from tlie following IDAP
directories to the database: '
Microsoft Active Director, 2000
Microsoft Active Directory 2003
Microsoft Active Directory 2008
Microsoft Active Directory Application Mode 2003
Microsoft Lightweight Directory Services 2008
iPlanel Directory Server 5.1
Sun ONI- Directory Server 5.2
Sun ONI! Directory Server6a 'm.
Openl.DAP 2.3.39
OpenLDAI>2.4
When using LDAP some end-user data (such as user ID) are no, controlled Cm Cisco Unifiod
Communicalions Manager Administration.
Application users arc not affected by LDAP integration for the follow ing reasons:
• They are always configured from Cisco 1inified Communications Manager Administration
" d^tZeCmi°" USCrdataarC a,wa*-s slored ijl "«•* Cisco Unified Comniunications Manager
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8,0
©2010 CiscoSystems, Inc.
LDAP Integration: Synchronization
When Cisco Unified Comniunications Manager is configured for LDAP synchronization, the
Cisco Unified Communications Manager Administration menus cannot be used to add or delete
an end user {user ID), or change some existing user information.
LDAP integration: Synchronization
LDAP is used for user provisioning:
CiscoUnified
« Users are added or deleted in LDAP directory Communications
- Users cannot be added or deleted from Manager
Administration,
« All personal and organizational user data are
configured in LDAP.
- Users and their personal and organizational
data are replicated from LDAP to Cisco
Unified Communications Manager; read-only
in Cisco Unified Communications Manager
Administration
* User passwords and Cisco Unified
Communications Manager settings are still
configured from Cisco Unified Communications
Manager Administration.
- They are not configured in LDAP
Instead. LDAP is used for userprovisioning—users are added or deleted in the LDAP
directory.
Users and their personal and organizational data are replicated from LDAP to Cisco Unified
Communications Manager. This information isthen visible asread-only inCisco Unified
Communicalions Manager Administration. All personal and organizational user data are
configured in LDAP.
User passwords and Cisco Unified Communications Manager settings are still configured in
Cisco Unified Communications Manager Administration. These items cannot be configured in
LDAP.
Cisco Unified Communications Manager Administrators mustadd. update, or delete user
information in the corporate LDAP directory'- The Cisco Unified Communications Manager
database will receive the changed information after synchronizing with Ihe LDAP server.
LDAP Synchronization
The I.DAP synchronization process uses a service called directory synchronization (DirS\ nc)
on Cisco Unified Communications Manager to synchronize a number of user altributes from a
corporate LDAP directory.
The LDAP directory provides a central user account repository
Managementof user accounts is accomplished through the LDAP
directory
When synchronization is enabled, the local directory database is still
used (data replicated from LDAP using DirSync)
Application users are not synchronized (end users only)
IP Telephony Users
When ihis feature is enabled, users are automatical]) pro\isioned from the corporate directory
in the following ways:
• Periodic synchronization schedule
• Immediate synchronization upon request
When using this feature, end users cannot be added or deleted from Cisco Unified
Communications Manager Adminislralion. They areadded and deleted in the LDAP directory,
and all personal or organizational settings that areassociated with the users areconfigured in
LDAP.
Centralized corporate directory synchronization with man) Cisco I 'nified Communications ^f
Manager databases is supported. Forexample, separateCisco Unified Communications
Manager clusters in New York. London, and Hong Kong can all s\nehronize with an LDAP
corporate director) in New York.
Users and theirassociated personal andorganizational dala arereplicated from LDAP to the
Cisco Unified Communications Manager database. These parameters are read-onh in Cisco
Unified Communications Manager Administration.
4-106 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc
Remember Ihe following LDAP synchronization facts:
• Only end users are synchronized.
• Application usersare notsynchronized.
User passwords and Cisco Unified Communications Manager settings are still configured from
Cisco Unified Communications Manager Administration and are stored onh inIhe Cisco
Unified Communications Manager database. Therefore, these settings cannot be configured in
LDAP.
LDAP Integration: Authentication
LDAP authentication is used to authentieate users against Ihe I DAP directory instead of having
passwords thai arestored in the Cisco Unified Communications Manager database.
ttegration: Authentication
LDAP is used for user authentication:
Cisco Unified
* Users must exist in the LDAP directory.
Communications
LDAPsynchronization is nol mandatory but Is Manager
recommended
• Use'passwoKte are cotriigjiKdand stoi.^lin LDAP ,'uly
Uw;r pas-swords arc net replies! od to ilk; Cisco
Unified Coriniiuiiic-aaorssMdiid'Xi! d;-itfib,i;;^ and
cannof be- confiijusfed from 0>><o UciliKi
Contmtiiiicfjf icjiis Maikiyi.'i
- User authentication is performed against LDAP directory
Fails if LDAP directory is not accessible
» Users and their personal and organizational data are
still stored in the Cisco Unified Communications
Manager local dalabase
Replicated from LDAP synchronization (if used)
V
Corporate
Directory
Locally configured via Cisco Unified
Communications Manager Administration if LDAP Server
synchronization is not used
With LDAP aulhenlication. Cisco Unified Communications Manager authenticates user
credentials against a corporate LDAP directory as follows:
• When this feature is enabled, end-user passwords are notslored in ihe Cisco Unified
Communications Manager database—they are stored in the LDAP director)' onh ,
• Passwords are not replicated to the Cisco Unified Communications Manager dalabase.
LDAP synchronization is nolmandator)', butis recommended. Personal user data can be
managed in LDAP and replicated into the Cisco Unified Communications Manager dalabase if mm
LDAP synchronization is enabled. User data can be managed and stored locally bv the Cisco
Unified Communications Manager database if LDAP synchronization isnot enabled.
Cisco Unified Communications Manager user data such as associated PCs orcontrolled devices ^1
are always slored in ihe Cisco Unified Communications Manager database for each individual
user. As a consequence, the usemame must beknown in the Cisco Unified Communications
Manager database to assign Cisco Unified Communications Manager user settings to the user.
Also, the usemame must be known in the LDAP director) to assign the password to the user.
4-11
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ) 2010 Cisco Systems. Inc.
*^^
LDAP Authentication
Fhis subtopic describes Cisco Unified Communications Manager LDAP audientication.
LDAP Authentication
Management ofuseraccounts is accomplished through the central LDAP
directory. Ideally used with LDAP synchronization.
~ If LDAP synchronization is notused,an identical useraccount must be
configured in Cisco Unified Communications Manager and LDAP.
Cisco Unified Communications Manager stillcontrols end-user PINs.
Application users do nol use LDAP authentication.
Corporate
Directory
Server
IP Telephony Users
Using Cisco Unified Communicalions Manager LDAP authentication, the managempnt of user
accounts is accomplished through acentral LDAP corporate directory. Ideally, authentication is
used with LDAP synchronization.
IfLDAP synchronization is nol used, an identical user account must be configured in Cisco
UnifiedCommunications Managerdatabase and LDAP.
Cisco Unified Communications Manager always controls Cisco Unified Communicalions
Manager configuration settings, for example:
• End-user PINs
• Device association
• Cisco Extension Mobility Profile
• Presence Group
Note Application users do not use LDAP authentication.
End-User Data Storage Locations
The lable shows where user data are stored without LDAP integration, when using LDAI'
synchronization, and when using LDAP authentication.
No LDAP LDAP LDAP
Integration I Synchronization Authentication
Personal and organizational settings Local LDAP (replicated LDAP
User ID to local) (replicated
First Middle, and Last Name to local)
Manager User ID, Department Of
Phone Number, MaS ID Local
Password Local Local LDAP
Cisco Unified Communications Local Local Local
Manager settings
PIN, Digest Credentials
Groups, Roles
Associated PCs
Controlled Devices
Extension MobilityProfile, CAPF
Presence Group, Mobility
| Cisco Uniliaa Communications Manager end user data storage localions tor LDAP authentication 1
As shown inthe lable, without LDAP integration, all end-user data are stored in the Cisco
Unified Communications Manager database and configured \ia Cisco Unified Communicalions
II using LDAP synchronization, personal and organizational settings are configured and stored
in LDAP. When Cisco Unified Communications Manager suichronizes uiih the LDAP server,
the data is replicated to the Cisco Unified Communications Manager database. 1low ever, as
long as LDAP synchronization is enabled, this data cannot be modified in Cisco Unified
Communicalions Manager.
User passwords and Cisco Unified Communications Manager configuration settings are still
configured using Cisco Unified Communications Manager Adminislralion and slored in the
Cisco Unified Communications Manager database.
When using LDAP authentication, user passwords are controlled by the LDAP database.
Cisco Unified Communications Manager configuration sellings are still configured using Cisco
Unified Communications Manager Administration and stored in the Cisco Unified
Comniunications Manager database onh ,
Note
Application user data are always controlled by Cisco Unified Communications Manager
Administration and stored in the Cisco Unified Communications Manager database.
4-110
introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
LDAP Integration Considerations
This subtopic provides infomiation about LDAP integration considerations.
LDAP Integration Considerations
Pans
* Full synchronization: Microsoft AD
- Microsoft Active Directory 2000, 2003, and 2008 %
• Incremental synchronization:
- Netscape Directory Server 4.x
\
r
- iPlanet Directory Server 5.1
- Sun ONE Directory Server 5.2 4
• All synchronization agreements must integrate with the
same LDAP family (Microsoft Active Directory or
Netscape, iPlanet, and Sun ONE).
f
- Cisco Unified Communications Manager uses standard I
LDAPv3 to access data. I
• One LDAP user attribute is chosen to map into the %
Cisco Unified Communications Manager User ID field.
\
San Jose
Microsoft AD
Depending on the directory server that is used. LDAP synchronization is perfomied in one of
the following ways:
• Full synchronization: This method is used with Microsoft Active Directory. Full
synchronization means thai all records are replicated from the LDAP directorv' to the Cisco
Unified Communications Manager database. In large deployments, this method can cause
considerable load; therefore, synchronization times and jobs must be carefully selected.
• Incremental synchronization: This method is used with ail other supported directory
servers. Because only changes are propagated to the Cisco Unified Communications
Manager database, this method requires fewer resources than the full synchronization
method.
All synchronization agreements (these are pointersto a certain domain or subdomain withinan
LDAP structure) must use the same synchronization method. You cannot mix synchronization
agreements with Microsoft Active Directorv' and any other LDAP server.
Cisco Unified Communications Manager uses LDAP version 3.
One LDAP user attribute can be mapped to the User ID field of a user in Cisco Unified
Communications Manager and must be unique across all users: for example:
• sAMAccounlName
• uid
• mail
• TelephoneNumbcr
LDAP Attributes Mapping
fhis subtopic describes LDAP integration attribute mapping with Cisco Unified
ttributes Mapping
Mapping LDAP directory attributes to Cisco
Unified Communications Manager:
• The data of the directory attribute that is mapped to the
Cisco Unified Communications Manager User ID must
be unique within all entries for that cluster.
• Thfci sn attribute (last name; must be pupulated v,:t^
data otherwise that recoid wii1 not be impo'ted
• If trie primary attribute used during import of end-user
accounts matches an application user, that user is
skipped.
• Some Cisco Unified Communications Manager
database fields provide a choice of directory attributes:
choose only a single mapping for each field.
When LDAP synchronization is performed. LDAP director* altributes are mapped lo Cisco
Unified Communications Manager attributes, fhe data ofthe director)' attribute that is mapped
to the Cisco Unified Communications Manager User ID must be unique within all entries for
that cluster.
The sn attribute (last name) must be populated with data: otherwise that record will not be
imported.
If Ihe primary altributc that is used during import of end-user accounts matches an application
user, that end user is skipped. The end-user account infomiation will not be imported into Cisco
Unified Communications Manager dalabase.
Some Cisco Unified Communicalions Manager database fields pro\ide a choice of directory
attributes. Ihe administrator can choose only a single mapping for each field.
4-112 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ® 2010 Cisco Systems, Inc.
LDAP Synchronization: Data Attributes Imported
The table shows the information that is replicated from LDAP to the Cisco Unified
Communications Manager database and how the LDAP userattributes map to the Cisco
Unified Communications Manager user attributes.
LDAP Synchronization: Data Attributes
imported
Cisco Uin tie ti
Microsoft Active Netscape. iPlanel.
Communications
Director SunONE
Manager
Usart) sAMAccounlName uid
mail mail
8mp»y*«Number empioyeeN u mber
letpftOneNumbet telphonePtione
UserPfincipalNam s
First Name glvenName givenname
Middle Name middleName nlial s
Initials
>•#.:' -
Manager 10 manager manager
Department department department
Phone Number talephaneNumber lelephonenumber
ipPhone
Mail id mail mail
sAMAccounlName uid
I Data attributes im ported By Cisco Unified Communications Manager using LDAP synchronization |
The data thatCisco Unified Communications Manager imports are all from standard LDAP
user attributes. As shown inthe table, the attributes differ between the two groups of LDAP
servers.
The sn attribute in LDAP must be populated with data; otherwise that record will not be
imported. The table shows that the LDAP sn attribute will be mapped to the Cisco Unified
Communications Manager database Last Name attribute.
Synchronization Agreements
This subtopicdescribes synchronization agreements, which specifya directory search base.
Synchronization Agreements
Synchronization agreements specify search bases:
' When Cisco DirSync is enabled, one or more synchronization
agreements can be configured.
• An agreement specifies a search base, which is a position in the LDAP
tree where Cisco Unified Communications Manager will begin its search
Cisco Unified Communications Manager can importonly end users
lhat exist in the area ofthe domain specified in the search base
* When users are organized in a structure in the LDAP directory, use that
structure to control which usergroups are imported
* A synchronization agreement can be used to specify the root of the
domain, but that search base would import all user accounts
The search base does not have to specify the domain root
The search base can specify any point in the tree
A search base is an area ofthe directory that should be considered for the s\ iichronization. This
consideration is achieved by spccifving a position in the director, tree where Cisco Unified
Communicalions Manager begins its search.
Cisco Uniiied Communications Manager has access to all lower lev els. but not to higher levels
of the search base.
When users are organized in a stmcture in the LDAP director.. administrators can use that
structure tocontrol which user groups are imported. Ifa single s\nchronizaiioti agreement
specifies the root ofthe domain, all users ofthe domain (including sen ice accounts and others)
will besynchronized. The search base does not have to specif) the domain root. The search
base can specify any point in the tree.
mm
4-114 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems. Inc,
User Search Bases
This subtopicdescribes LDAP user search bases in synchronization agreements.
User Search Bases
Two synchronization agreements are used:
• One synchronization agreement specifies User Search Base
1 and imports users jsmith.jdoe, and jbloggs.
• The second synchronization agreement specifies User
Search Base 2 and imports users jjones, bfoo, and thrown.
No Synch ramzat it
Synchronization Synchronization
y *MMf®M Agreemenl 1 Agreemenl 2
Agreement for
Servic /
ou= Site 2 Users
\
" bfoo . thrown
alHftÊ-
The figure shows an example with three top-level organizational units. Two ofthe
organizational units are specified as user search bases in synchronization agreements.
• ou - Site I users
• ou - Site 2 users
• Service Accounts
Two synchronization agreements are represented:
• One synchronization agreement specifies user search base I and imports users jsmith.jdoe,
and jbloggs.
• The other synchronization agreement specifics user search base 2 and imports users jjones.
bfoo, and thrown.
The CCMDirMgr account is not imported because it does not reside within one ofthe two user
search bases.
The structure in this LDAP directory was used to control which users are synchronized. In this
example, a single synchronization agreement could have been used to specify the root ofthe
domain, but that search base would also have imported the CCMDirMgr user located under
Service Accounts.
To import the data into the Cisco Unified Communications Manager database, the s\ s em
performs a bind to the LDAPdirectory using the accountspecifiedin the configuration as the
LDAP ManagerDistinguished Name. Reading ofthe database is done with this accouil. The
account must be available in the LDAP directory for Cisco Unified Communications Manager
to log in, andit is recommended that you create a specific account with the permission to read
all user objects within the subtree that was specified by the user search base.
i 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-115
The synchron i/ation agreement specifies the fully distinguished name of that account so lhat
the accouni may reside outside of ihe configured search bases. an> where within thedomain.
In the example.CCMDirMgr is the accountlhat is used for the synchronization.
It is possible to control the import of accounts by limiting read permissions ofthe LDAP
manager distinguished name account. In this example, if that account is restricled to have read
access to ou=Lng but not to ou =Mklg. then only the accounts thatare located under Eng will
be synchronized.
Synchronization agreements have the ability lo specify multiple director, servers to provide
redundancy.
4-116 Introducing CiscoVoiceand Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Synchronization Mechanism
Rach synchronization agreement is configured with the time when the synchronization should
begin and a period (hours, days, weeks, or months) for ^synchronization. A synchronization
agreement can also be configured to run only once.
Synchronization Mechanism
Synchronization mechanism characteristics:
• The synchronization agreement specifies:
- Time for synchronizing to begin
- Period for resynchronizing (hours, days, weeks, months]
« A synchronization agreement can also be set up to run only once.
* Synch ionization piocess when enabling it the first time:
1. All existing Cisco Unified Communications Manager end-user
accounts are deactivated.
2. LDAP end-user accounts that exist in the Cisco Unified
Communications Manager database (now deactivated) are
activated and settings are updated (if different in LDAP).
3 LDAP end-user accounts that exist in LDAP only are added to
the Cisco Unified Communications Manager database.
4 Deactivated accounts are purged from Cisco Unified
Communications Manager database after 24 hours.
The synchronization process is as follows:
Step 1 At thebeginning of ihesynchronization process, all existing Cisco Unifiec
Communications Managerend-useraccounts are deactivated.
Step 2 LDAP user accounts thatexist in the Cisco Unified Communications Manigcr
database (which arenow deactivated) arereactivated, and their settings an updated
if there are anychanges. This stepensures that updates arepropagated.
Step 3 LDAP user accounts that exist in LDAP only are added to the Cisco Unifi
Communications Manager database andactivated. Thisstepenables new t sers to be
provisioned.
Step 4 Deactivated accounts are purged from the Cisco Unified Communications Manager
database after 24 hours. This step enablesthe -safe" deletion of users (see Nole
below).
Note Account deletion is safe because deactivated accounts are not deleted immedi at sly Ifthe
user is added back into LDAP within 24 hours, an accidentally deleted userwi r )t lose all
of its parameters that are stored only in the Cisco Unified Communications Manager
database (all Cisco Unified Communicalions Manager settings and password, if .DAP
authentication is not used). Ifthe accidental deletion is discovered after 24 hour; and the
user is added back into LDAP, all user parametersthat were stored inCisco Uni ed
Communications Manager arelost and must be reconfigured
LDAP Custom Filter
This subtopic describes Ihc LDAP custom filter, which is supported by Cisco Unified
Communications Manager. An LDAP custom filler filters the results of LDAP searches. I DAP
filters are applied to LDAP search directories.
" Cisco Unified Communications Manager supports the LDAP
custom filter.
• Filters are applied to LDAP directories
May be associated with any LDAP agreements
* Support for unique search filters
Filters the results of LDAP searches
• LDAP users that match the filter are imported into the Cisco
Unified Communications Manager database.
- LDAP users that do not match the filter are not imported.
» Afull sync is required when the filteris changed for an agreement.
- No restriction on the number of filters that can be configured
The LDAP custom filter may be associated with any LDAP agreements (more than one if
required), fhere is no restriction on the numberof filters that can be configured.
fhe LDAP custom filler supports unique user search base fillers.
Users in the LDAP database that match the LDAP custom filter are imported into the Cisco
I Inified Communicalions Manager database, while LDAP users thai do not match the filter are
1101 imported.
The LDAP custom filterconfiguration mustcomplywith the regular LDAP search filter
standards specified in RFC 4515.
A full sync is required when Ihe filter is changed for an agreement.
Note Itis recommended that administrators verify the LDAP search filter againstthe LDAP
directory search base by using the Idapsearch command
4-118 Introducing Cisco Voice and Unified Communications Administration (ICOMM) «8.0 ©2010 Cisco Systems, Inc.
LDAP Custom Filter (Cont.)
Custom filter assigned to synchronization agreement:
• Synchronization agreement 1 specifies user search base 1.
• Custom filter matches ou=Mktg and imports only users jdoe and jbloggs
« Userjsmith is not imported because there is no filter match.
Synchronization
Agreement 1
NoFilterMatcl Custom Filter Match
Theexample in the figure shows an LDAP synchronization agreement of organizational unit
site I users in the following organizational units:
• ou = Eng
• ou = Mklg
An LDAPcustom filter is used to controlwhich usersare imported from the user searcl base
synchronization agreement.
'fhe LDAP custom filler process is summarized as follows:
• LDAP synchronization agreement I specifies ou=Site I Users.
• A custom filter is assigned to a synchronization agreement.
• The custom filter matches all users in organizational unit Mktg.
• LDAP synchronization occurs and imports only users jdoe and jbloggs (ou= Mktg)
• Userjsmith is nolimported because there is no filter match.
LDAP Synchronization Configuration Procedure
This subtopic Hsls the required steps for enabling LDAP synchronization.
LDAP Synchronization Configuration
1. Activate Cisco DirSync service.
2. Configure the LDAP system,
3. Configure the LDAP directory.
4 Configure the LDAP custom filters.
The LDAP synchronization configuration procedure includes the following steps:
Step 1 Activate Cisco DirSync ser\ ice.
Step2 Configure (he LDAP system.
Step 3 Configure the LDAP directory.
Step4 Configure LDAP custom filers (optional).
Note Administrators must adda user and assign administrator access rights in IheLDAP directory
server for Cisco Unified Communications Manager DirSyncaccess to the user search base.
This configuration depends on the LDAP directory server that is used.
4-120 Introducing Cisco Voice and Unified Communicalions Administration (ICOMM| v8 0 ©2010 Cisco Systems, Inc.
Activate Cisco DirSync Service
This subtopic describes how to activate the Cisco Unified Communications Manager DjrSync
service.
Activate Cisco DirSync Service
InCisco Unified Serviceability, navigate to Tools > Service
Activation.
- Select the publisher server and activate the Cisco DirSync
service.
Verify in Tools > Control Center - Feature Services that the
Cisco DirSync service is running.
Publisher
The LDAP synchronization process is performed by the Cisco DirS>nc service, which is
enabledthrough the Cisco Unified Serviceability web page.
Navigate to Cisco Unified Serviceability and choose Tools >Sen ice Activation.
DirSync can be activated only on the Cisco Unified Communications Manager publisher server.
'fhe Cisco DirSync service has some service parameters that can be configured under Cisco
Unified Communications Manager Administration bychoosing System > Sen-ice Parameters.
and then selecting the Cisco DirSync service. These service parameters include the following:
• Maximum number of synchronization agreements
• Maximum number of hosts (directory servers)
• Synchronization timers
Endpoint and End User Administratten 4-121
12010 Cisco Systems, Inc.
LDAP System Configuration
This subtopic describes LDAP system configuration.
• In Cisco Unified Communications Manager Administration navigate to
System > i.DAP - LOAP System
• Check I .nablc syncni wiping hoirs 1 f. 'AP Server check box.
• Select the LDAP Server Type
• Selecl the LDAPattribute for the Cisco Unified Communications Manager user ID
'I I I I 'I I———
I©'
Plip'et up sun ONE <SfcP Se'.e<
Opp"Ti cap
Microsoft *co,* OMclcr, «olsca
LDAP synchronization is enabled in the LDAP Sjstem Conliguralion window.
InCisco Unified Communications Manager Administration, choose LDAP> I.DAP System,
and check the Lnahle Synchronizing from LDAP Server check box.
Cisco Unified Communications Manager administrators configure the LDAP server type and
the LDAP attribute that should be mapped to the Cisco Unified Communications Manager user
ID.
LDAP server lype options are the following:
• Microsoft Active Directory
• iPlanctorSunONL LDAP Server
a OpenLDAP
• Microsoft Active Directory Application Mode
I.DAP attribute for User ID options arethe following;
• sAMAccounlName
• mail
• employceN umber
• telephoncNumber
• userPrincipalName
4-122 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
Configuring LDAP Directory
This subtopic describes the LDAP directory configuration.
Configuring LDAP Directory
System > LDAP =• LDAP
Directory -*«~>'
Add LDAP login and user i®'."
searctibase -»»(.
Configure directory , |^~
synchronization schedule ldap 'iipp*
anduserfields to Login! tDai_p
synchronize ^^
c2 l£->
Define server IP address '""""
' c4oKh><1^ni^-Miz-atlo* >
Click Perform Full Synch
Now button
Configure Cisco Unified Communications Manager for LDAP director) synchroni/atio i
DAP>
Navigate in Cisco Unified Communications Manager Administration to System >LD,
LDAP Directory.
Add anew synchronization agreement and define the synchronization schedule and use fields
to synchronize as follows:
• LDAP login
• LDAP user search base
• Select user fields to be synchronized
• Define server IP address (and port number)
• Click Full Synch Now.
Note Awarning will bedisplayed indicating that all existing end users that arenot found i l the
LDAP directory will be deleted.
Administrators can specify an ordered list of up to three directory servers in the configtjration
that will be used when attempting lo synchronize. The servers are tried, in order, until tie ist is
completed, llnone ofthe directory servers responds, then the synchronization fails, bui it will
be attempted again according to the configured synchronization schedule.
The account that Cisco Unified Communications Manager uses toread the LDAP dirci torv
should be configured in the following way:
• Adedicated account that isused only for this purpose should be created.
Endpoint and End User Administrate i 4-123
• I he account should be permitted to read all user objects that are located below the user
search bases specified in the synchronization agreements.
• I'hc password ofthe account should be set to nc\cr expire.
Synchronizationtimes should be set lo nonbusiness hours lo minimize am potential impact lo
call processing that could be caused by the load during synchronization.
When multiple synchronization agreements are configured, different start limes should be set to
reduce the load on the servers.
Lnsure thai the I.DAP directory attribute that is chosen to map the Cisco Unified
Communicalions Manager userID—for example. sAMAecountName or uid—is unique across
all synchronization agreements. It is also important lo ensure thai the name is not used as in
application user insideCisco Unified Communications Manager.
Avoid a single point of failure by configuring at least two LDAP servers and use IP addresses
instead of hostnamcs lo eliminate Domain Name System (DNS) reliance.
"fhe connection between the Cisco Unified Communicalions Manager publisher server and the
directory server can be secured by enabling Secure LDAP on Cisco I. Inified Communications
Manager and the LDAP server. Secure LDAP enables I.DAP to be sent o\er a Secure Sockets
l.ayer{SSL).
A Microsoft Active Directory global catalog server enables searching for Active Director;
objects in any domain in the forest without the need for subordinate referrals.
Users can find objects of interest quickly without ha\ ingto know the domain in which the
object is located.
Aglobal catalog server is a domain controller that stores extra information lor everj object in
the worldwide list ofdomains, instead ofonly the objects in one domain. The global catalog
enables searches without requiring replication ofthe entire contents ofActive Directory to
every domain controller.
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) vS.O ©2010 Cisco Systems Inc
LDAP Authentication Configuration
This subtopic describes Cisco Unified Comniunications Manager I.DAP authentication
configuration.
LDAP Authentication Configuration
In Cisco Unified Communications Manager Administration, navigate to
System > I.DAP > LDAP Authentication
Configure the LDAP authentication server
Define the search base for LDAP authentication
The LDAP authentication configuration procedure includes the following steps:
• Add a Cisco UnifiedCommunications Manager directory user and assign administrator
access rights in the LDAP directory(this configuration dependson the LDAP directory
server that is used).
• Configure LDAP authentication.
In Cisco Unified Communications Manager Administration, navigate lo System > LDAP >
LDAP Authentication. Configure the LDAP authentication server and define the search base
for LDAP authentication. Activate the Use LDAP Authentication for End Users check box.
Use a dedicated account in the LDAP directory, which is used only by Cisco Unified
Communications Manager for the purpose of interacting with LDAP.
Avoid a single point of failure by configuring at least two LDAP servers, and use IP addresses
instead of hostnames to eliminate DNS reliance.
End users must manage their passwords from within the LDAP director;'.
L.nd users must manage their PINs from Cisco Unified Communications Manager User web
pages. Alternatively, the Cisco Unified Communications Manager administrator can manage
PINs from Cisco Unified Comniunications Manager Administration.
Application users are always managed from Cisco Unified Communications Manager
Adminislralion only.
Cisco Unified Communicalions Manager administrators should use individual end-user
accounts with the corresponding privileges. Be aware that logins will fail ifthe connection to
the LDAP server(s) cannot he established. Iftheconnection to the LDAP server cannot be
established, use the default Cisco Unified Communications Manager administrator accouni
(application user accouni) that was created during Cisco Unified Comniunications Manager
installation.
When enabling LDAP authentication with Microsoft Active Directorv. it is recommended to
configure Cisco Unified Communications Manager to query a Microsoft Active Directorv
global catalog server for faster response times. To enable queries against the global catalog,
simply configure the LDAP Server Infomiation in the LDAP Authentication page to point to
the IP address or hostname of a Domain Controller thathas the global catalog role enabled and
configure the LDAP port as 3268.
Note The global catalog iscreated automatically ontheinitial domain controller ofa Microsoft
Active Directory forest. Itstoresa full replica ofall objects inthe directory for itshostdomain
and a partial replica ofallobjectsthat are contained inthe directory of every otherdomain in
the forest. The replica is partial becauseitstoressome, butnot all, ofthe property values for
every object inthe forest. Theglobal calalog performs two key directory roles. First, it
enables network login by providing universal group membership information to a domair
controller when a login process is initiated Second, itenables finding directory information
regardless ofwhich domain in the forest actually contains the data. For more information
regardingthe globalcatalog, refer to http7/www.microsoft com.
LDAP Synchronization User Attributes
Choose User Management > End User. Clicking an active user opens the configuration page
ofthe particular user.
LDAP Synchronization User Attributes
Aad and delete (unctions are disabled for end users (LDAP controlled)
Personal user settings such as user ID, names, manager, etc. are read-only
Configured in LDAPand replicated to Cisco Unified Communications Manager
Password and Cisco UnifiedCommunications Manager settings are stillconfigurable
PIN, associated PC. digest credentials, etc
D
•^?,.",3iJl'e3
Administrators cannot change the usemame andpersonal or organizational settings ofthe user.
These settings arecontrolled from LDAP. However, they canmodify thepassword and Cisco
Unified Communications Manager settings such as PIN,digest credentials, and associated PC.
4-126 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ) 2010 Cisco Systems, Inc.
LDAP Synchronization Verification
This subtopic describes how to verify LDAP synchronization.
LDAP Synchronization Verification
Navigate to Use1 MarirXK-îCFil • End lifer and click! ind

The synchronized users are marked as being Active
Example new user jbloggs is added from LDAP synchronization
Inactive users were configured on Cisco Unified Communications Manager
but not m the LDAPdirectory, and willbe deleted after 24 hours.
To \erify LDAP svnehronization. check the Cisco Unified Communications Manager end-user
database.
Navisate to User Management > Lnd User and click Find. The synchronized users ha\e the
word Active in the LDAP Svnc Status field.
In the example above, a new user jbloggs isadded from LDAP synchronization and is marked
as Active.
Inactive users were configured on Cisco Unified Communications Manager bul nol in the
LDAP directorv and will be deleted after 24 hours.
Note Administrators cannot add or delete users inthe CiscoUnified Communications Manager
End User window when the user is configured to use LDAP synchronization.

LDAP Authentication Verification
This subtopic describes how to verify LDAP authentication.
LDAP Authentication Verificati
Password is now administered in the LDAP server

- Singlelogin forcorporate network and Cisco Unified Communications Manager
Ability to configure personal and organizational user data depends on the use of
LDAP synchronization
Cisco Unified Communicalions Manager settings are locally configured
iHHBK
14ta •*>*••* b^Mv Vn uw Aieavi h]
To verity' LDAP authentication, check the CiscoUnified Communications Manager end-user

database. Navigate to User Management > End User. The administrator cannotchangethe
password of end users in CiscoUnified Communicalions Manager. The password setting is
controlled using LDAP authentication.
The abilityto changethe usemameand personalor organizational settingsdepends on the use
of LDAP synchronization and is independent of LDAP authentication. Regardless of the use of
LDAP integration. Cisco Unified Communications Managersettings such as PIN.digest
credentials, and associated PC. can be changed.
In the example in the figure, a userjdoe is added from LDAP synchronization and is marked as
Active. The password and user personal fields do not allow changes in Cisco Unified
Communications Manager. Attributes such as the PIN and associated PC may be changed using
Cisco Unified Communications Manager.
Note Administrators cannot add or delete users in the Cisco Unified Communications Manager
End User window when Cisco Unified Communications Manager is configured to use LDAP
synchronization.
LDAP Custom Filter
fhis subtopic describes how lo define LDAP custom filters.
LDAP Custom Filter
Define I DAP custom filters
Filter musl be within parentheses ( |

Apply LDAP custom filler to I DAP directory search base
Perform a full synch after applying or changing an LDAP filter
Only users malching the filter will be active, all others will be inactive
In Cisco Unified Communications Manager Administration, navigate to System > I.DAP >
LDAP Custom Filters. Define the LDAP custom filters parameters. Each filler must be
assigned a unique Filter Name and the filter matching criteria must be entered. The filter must
be within parentheses ( ).
Once created, the LDAP custom filter can be applied to one or more LDAP directory search
bases. Make sure thai you perform a full synch after applying or changing an I.DAP custom
filler.
Only I.DAP users malching the I.DAP custom filter will be active. All others will be inactive.
hxamples of search filters are as follows:
• (cn=John Doe)
• (!(cn-John Doe))
• (&(objectClass-Person)((sn-Doe)fcn=.lohnD*)H
• (sn-b*>
Note For more information on LDAP custom filters, see RFC 4515, LDAP String Representation
of Search Filters.
4-130 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 12010 Cisco Systems, Inc.
LDAP Custom Filter Verification
This subtopic describes how to verify LDAP custom filters.
LDAP Custom Filter Verification

• Verify lhat the LDAP custom filter permits only selected end-user entries from the
directory search base.
- Besure that synchronization is complete.
• Example shows results for LDAP cuslom filler permitting all surnames starling with
"b"
(sn=b')
• Surname "bloggs" isactive. Surnames noj^sjartn^wthâ^
SynchLing S»rvh ^mM"'"
/
UserlD (Dioqgs Aasvs
The administrator must perform afull synch after applying or changing an LDAP custom filter:
• Navigate to System >LDAP >LDAP Directory in Cisco Unified Communications
Manager Administration. Click Perform Full Synch Now.
. Be sure that synchronization is complete. Clicking the Perform Full Synch button displays
Cancel Synch Process during synchronization.
After IDAP svnchronization. only users matching the filter will be active; all others will be
inactive. Verify that the LDAP custom filter permits only selected end-user entries from the
directory search base.
The example in the figure shows results for LDAP custom filter (sn-b*) permitting all
surnames starting with "b". The surname "bloggs" is active. Surnames not starting with "b are
inactive.
Endpoinland EndUserAdministration 4-131

12010 Cisco Systems, Inc
Implementing End Users in Cisco Unified
This lopic describes the implementation of end users in Cisco Unified Communications
Manager l:\press.
Cisco Configuration Professioi

Cisco Configuration
Professional provides
easy user management.
Add, edit, delete
Interactive search using
all displayed fields
User ID. Extension,
Last Name, etc
fhe svstem administrator can configure user settings by defining auser. Users can be
associated with an IP phone, extensions, and optionally amailbox.
An interactive search tool prov ides an instant display ofsearch results as search text is entered
The administrator can enter search test for any ofthe displayed fields as follows:
User ID
Lx ten si on
Last Name
First Name
Displav Name
Phone Tvpe
MAC Address
4-132 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8,0 )2010 Cisco Systems, Inc.
User Directory
This subtopic describes the Cisco Unified Communications Manager F.xpress user directory.
User Directory
• The Directories button displays local Cisco Unified Communications

Manager Express directory information.
User Dtrectoiy Lookup
Thelocal Cisco Unified Communications Manager Express directory information ispopulated

by the ephone-dn name command. Users can access the local directory by using the Directories
button on an IP phone.
The system administrator can define the order in which the names ofusers are displayed in the
local directory using the directory command in telephony service configuration mode.! he
following two options are available:
• first-name-first last-name-first
2010 Cisco Systems. Inc Endpoint and End User Administration 4-133
Summary
This topic summarizes the kev points that were discussed in this less
Summary
1End users can be configured locally inthe Cisco Unified

Communications Manager database. Alternatively,
administrators may choose tosynchronize with the corporate
LDAP server using LDAP synchronization. The LDAP
authentication feature provides password authentication from
the LDAP server.
Cisco Unified Communications Manager Express supports
end-user configuration via the command-line interface or the
Cisco Configuration Professional.
Ihis lesson covers end-userimplementation optionsin Cisco Unified Communications

Manager and Cisco Unified Communicalions Manager Express.
References
For additional infomiation. refer lo these resources:
• Cisco L!nified Communications Svstem 8.x SRND on Cisco.com:

https:,7ww w.cisco.conv,cn/US/docs/\oice_ip_comii)/cucm/srnd/8x/uc8x.html.
• Cisco Unified Communications ManagerExpress Command Reference on Cisco.com:
htlp://\\\\\\.cisco.com'en/US/does/voiee ip_conim/cucme/command/refcrcnce/
cme cr.html.
• Cisco Unified Communications Manager Express System Administrator Guide:

http:'.'www.cisco.com/cn'L'S/docs/voitxîpômni/cucme/admin/configuration/guide/
cmeadm.html.
• RFC 4515. Lightweight Directory Access Protocol (LDAI'}: String Representation of

Search Filters.
4-134 Introduang Cisco Voice and Unified Communications Administration (ICOMMI v8.0 © 2010 Cisco Systems, Inc
Module Summary
"fhis topic summarizes the key points that were discussed in this module.
Module Summary
Registration ofIP phonesin a Cisco Unified Communications

Managerand Cisco Unified Communications Manager
Express environment relies on the DHCP andTFTP services.
CiscoConfiguration Professional provides a graphical user
interface to configure Cisco Unified Communications
ManagerExpress. Cisco Unified Communications Manager
endpoints are configured using Cisco Unified
Communicalions Manager Administration.
Cisco Unified Communications Manager and Cisco Unified
Communications Manager Express end users are stored in
the application database and listed in the local directory.
End users can be configured locally in the Cisco Unified
Communications Manager database or synchronized with the
corporate LDAP server.
Thismodule describes howto perform endpoint andend-user administration tasks in Cisco

Unified Communications Managerand Cisco Unified Communications ManagerExpress.
Keferences
• Cisco Unified Communications Manager Documentation Guide for Release 8.0(2) at:
hltp://w ww.ciseo.com/cti/US/does/voicejp_comni/cucm/docguide/8_0_2/dg802.html.
• Cisco Unified Communications ManagerExpress 8.0 Supported Firmware. Platforms.
Memory, and Voice Products at:
http://wwv\ .cisco.com/en/US/docs/voicc_ip_comm/cucmc/rcquirements/guidc/
cme80spc.htm.
L Module Self-Check
Ql) In a Cisco Unified Communications Manager IP phone implementation, voice and data
VLANs provide security and allow for QoS implementation. Where docs the
administrator configure the VLANs on the IP phones? (Source: Understanding
Endpoint Characteristics and Configuration Requirements)
A) in Cisco Unified Communications Manager
R) in the Cisco IOS router without Ethernet ports
L C) in the DHCP server
D) in the Cisco Catalyst switch
Q2) Troubleshooting IP phone registration problems can be divided into main areas of
failure. Match the source to the key area of failure. (Source: Understanding Endpoint
Characteristics and Configuration Requirements)
A) DHCP server
L B) Cisco Catalyst switch
C) Cisco Unified Communications Manager
D) TFTP server
L 1. provides IP phone registration services

2. provides IP configuration parameters for the IP phone
3. provides configuration parameters for the IP phone
4. provides IP phone power
Q3) Which Cisco Linified Communications Manager configuration element is used to

define the Date and Time Group. Cisco Unified CM Group, Regions, and Locations
1 settings for IP phones? (Source: Understanding Endpoint Characteristics and
Configuration Requirements)
A) common phone profile
J II) device pool
C) softkey template
D) phone button template
J Q4) In Cisco Unified Communications Manager Express, which of the following defines
the extension number for an IP phone that is using SCCP? (Source: Understanding
Endpoint Characteristics and Configuration Requirements)
J A) ephone
B) ephone-dn
C) voice-register pool
D) voice-register dn
© 2010CiscoSystems,Inc. Endpoinland EndUserAdministration 4-137

Q5) When adding IP phones manually in Cisco Unified Cominuiiicalions Manager, which
three mandatory fields do not have automatically assigned default values? (Choose
three.) (Source: Understanding Endpoint Implementation Options)
A) Location
R) Device Pool
C) Device Securitv Profile
D) Common Phone Profile
F) MAC Address
F) Presence Group
Q6) \\ hat is the default one-timc login when configuring Cisco Unified Communications
Manager Express for the first time, using the configuration that is provided with Cisco
Configuration Professional? (Source: Understanding Endpoint Implementation
Options)
A) usemame cisco and password cisco
B) usemame admin and password cisco
C) usemame ccp and password cisco
D) usemame ccpadmin and password cisco
Q7) Which Cisco (Inified Communications Manager feature allows users lo log into anv IP
phone and get their individual user-specific phone configuration applied to the phone?
(Source: Understanding End-User Characteristics and Configuration Requirements)
A) Cisco ('nified Mobility
B) Mobile Connect
C) Mobile Voice Access
D) Cisco Extension Mobility
Q8) fhe Cisco (inified Communications Manager Express GUI provides three levels of
access: sv stem administrator, customer adminislrator, and IP phone user. (Source:
Understanding End-User Characteristics and Configuration Requirements)
A) true
B) false
Q1)) Which ofthe following options is besl suits an organisation lhat wants users lo use
their Microsoft Active Director; login for Cisco Unified Communications Manager?
(Source: Understanding End-User Implementation Options)
A) manual configuration using Cisco Unified Communications Manager
Ad mini strati on
B) bulk configuration using Cisco Unified Communications Manager BAT
C) LDAP sv nehroni/ation
D) I.DAP authentication
QIO) Which ephone-dn command generates a local directory entry in Cisco Unified
Communications Manager Express? (Source: Understanding End-User Implementation
Options)
A) usemame
B) label
C) name
D) directorv entry
4-138 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc
WJodule Self-Check Answer Key
on D
02) l-C.2-A.3-n.4-B
Q->) B
Q4) B
05) B, C. E
06) A
07) D
Q8) A
09) D
QIO) C
201) Cisco Systems, inc.

Endpoinland End User Administration 4-139
7^ Introducing Cisco Voice and Unified Communicates Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Module 5
Enablement of End User

Telephony and Mobility
Features
Overview
Cisco Unified Communicalions Manager and Cisco Unified Communications Manager Express
support a wide range oftelephony features for call coverage. Additionally. Cisco Extension
Mobility allows end users to use their personal directory number on any Cisco Extension
Mobility-enabled IP phones. The mobility feature extends business call coverage features lo
remotedestinations, for example, mobiledevices.
Module Objectives
Upon completing this module, you will be able to describe the telephony features supported in
Cisco Unified Communications Manager and Cisco Unified Communications Manager
Express. This ability includes being able tomeet these objectives:
• Explain the Cisco Extension Mobility feature and its advantages, drawbacks, and
architectural integration in Cisco Unified Communications Manager and Cisco Unified
• Describe how toenable telephony features for end users in Cisco Unified Communications
• Describe the characteristics ofmobility features inCisco Unified Communications
• Describe how toenable mobility features for end users in Cisco Unified Communications
©2010 Cisco Systems, Inc
5-2 Introducing CiscoVoice and Unified Commu nicalions Administration (ICOMM) v8.0
Lesson 1
Understanding Telephony
Features
Overview
Cisco Extension Mobility allows users in CiscoUnified Communications Manager or Cisco
Unified Communications Manager Express to use different IP phones, regardless of their
location, with their own settings and personal directory number. Many businesses have
departments that work as groups to handle inbound calls from customers. Thesebusinesses
typically need several phone lines and a method to make the lines work together so that if one
representative is busy or notavailable, the call can beanswered by other members of the group
or forwarded to another number or voice mail, fhis can be done with call pickup groups, hunt
groups, or shared lines. CiscoUnified Communications Manager and Cisco Unified
Communications Manager Express have a wide rangeof call coverage features to ensure that
incoming calls can beanswered, the line states of directory numbers can be monitored, and
calls between end users can be handled.
Objectives
(Jponcompleting this lesson,you will be able to describe telephony features supported in Cisco
ability includes being able to meet these objectives:
• Explain the Cisco Extension Mobility feature and its advantages, drawbacks, and
architectural integration in Cisco Unified Communications Manager
• Explain call coverage and its advantages, drawbacks, and architectural integration in Cisco
(inified Communications Manager
• Explain the intercom functionality and its advantages, drawbacks, and architectural
integration in Cisco Unified Comniunications Manager
• Explain native Cisco Unified Communications Manager presence and its advantages,
drawbacks, and architectural integration in Cisco Unified Communications Manager
• Explain the features Cisco Extension Mobility, call coverage, intercom, and presence in
Cisco Extension Mobility in Cisco Unified
This topic describes ihe Cisco Extension Mobility feature in Cisco Unified Communications
Manager.
Cisco Extension Mobility
Allows users to log in to any IP phone and have their individual

user-specific phone configuration applied.
At login, the IP phone configuration is updated with parameters
stored in the device profile of the user
Implemented as a phone service It works within or across clusters.
HQ Site 1 HQ Site 2
Roaming User
Login and PIN
*-.,.
WAN
M3in-HQ2
Login User A
Daiectoiy Number
User Locale
Button Tempiate
Softkey Tempi pie
r ••
The Cisco Extension Mobility feature allows users to log in to any IP phone and have their
individual user-specific phone configuration applied to the phone they are using. Users are
reachable al their personal extension regardless of their location and the physical phone they
use. •^
Cisco Extension Mobility is implemented as a phone service and traditionally works within a
Cisco Unified Communications Manager cluster. Cisco Extension Mobility Cross Cluster
(EMCC) support was introduced with Cisco Unified Communications Manager version 8.0.
Cisco Extension Mobility allows users to log in to any phone and get their individual user-
specific phone configuration applied to the phone that they arc using. Thus, users can be
reached al their personal directory number, regardless ofthe location or physical phone.
The user-specific configuration is stored in device profiles. After successful login, the phone is
reconfigured wilh user-specific parameters; other (device(-specific parameters remain the
same. If a user is associated with multiple device profiles, the user must select the device
profile to be used. If a user logs in wilh a user ID that is still logged in at another device, one of
ihe following options can be configured:
• Allow multiple logins: When this method is configured, ihe user profile is applied to the
phone where the user is logging in and the same configuration remains active at the device
where the user logged in before. The line numbers become shared lines as they are active
on multiple devices.
• Deny login: In this case, the users get an error message. Eogin is only successful after the
user logged out at the other dev ice where ihe user logged in before.
• Auto-logout: Like deny login, this option also ensures that a user can only be logged in al
one device at a time. However, it allows the new login by automatically logging out the
user at the other device.
On a phone that is configured for CiscoExtension Mobility, citheranother device profile (for
example a logout device profile) can be applied or theparameters as configured at the phone
are applied. The logout itselfcanbe triggered by the useror enforced by the system after
expiration of a maximum login time.
User-specific, device-level parameterconfiguration includes the following:
User music on hold (MOH) audio source
Phone button template
Softkey template
User locale
Do Not Disturb (DND)
Privacy settings
Service subscriptions
Dialing Name, and so on
i 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features
Cisco Extension Mobility Login Process
This subtopic describes the Cisco Extension Mobility feature login process,
Cisco Extension Mobility Login Process
User presses the services button on

an IP phone and selects the Cisco
Extension Mobility service
The user is authenticated by user ID
and PIN
After successful authentication,
Cisco Extension Mobility selects the
device profile associated with the
user (prompts user to select if
multiple associations exist)
The IP phone configuration is
updated with the configuration
parameters from the device profile.
The IP phone resets and loads the
updated configuration. Cisco Unified
Communications
Manager Database
When a phone user wants to log in to a phone, the following sequence of events occurs:
• The user presses the Services button on the phone and selects the Cisco E.xlension Mobility
sen ice from the list of phone services available at the phone.
• The Cisco Extension Mobility service requires the user to log in by user ID and PIN. The
user enters the required data.
• Ifthe entered user ID and PIN are correct. Cisco Extension Mobility selects the device
profile that is associated with the user.
• Cisco Unified Communications Manager updates the plione configuration with the settings
ofthe selected dev ice profile. User-specific device-level parameters, lines, and other phone
buttons are updated with user-specific settings.
• 'fhe IP phone is reset and loads the updated configuration.
Users can now utilize the phone as if they were using their own phone al their home location:
directorv' numbers, speed dials. Message Waiting Indicator (MWI).and other settings are all
correct, regardless ofthe location and the IP phone that is being used.
Users can log out of Cisco Extension Mobility by pressing the Services button and choosing
Logout in the Cisco Extension Mobility service. If users do not log out.ihe system will
automaticallv log them out after the expiration ofthe maximum login time (ifthe appropriate
Service Parameter has been configured accordingly).
The user is also automaticallv logged out of a phone when the user logs into anotherphone and
Cisco Unified Communications Manager is configured for auto-logout on multiple logins.
Another option is that ihe current userofthe phone logs oul a previous user. Thecurrent user
can then log in and update the phone with their personal settings. After logout. Cisco Unified
Communications Manager reconfigures the phone with eitherthe standard configuration ofthe
IP phone or another device profile.
5-6 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 © 2010 Cisco Systems, Inc
Note Ifa user is associated with more than one device profile, all associated profiles are
displayed and the user must selectthe desired profile, A user may be assigned multiple
profiles so that separate profiles are available ona per-site basis. This procedure iscommon
when the traditional approach is usedto implement calling searchspaces (CSSs), Cisco
Extension Mobility only updates the line configuration (including the line calling search
space) butnotthe device calling search space. In orderto allow the selection ofa local
gateway, a different (line) calling search space must be applied per site. In sucha scenario,
the user selects a site-specificdevice profile that differsfromthe device profile that is used
at other sites in its line CSS. The line calling search space of such site-specific profiles gives
access to routepatternsthat route public switched telephonenetwork (PSTN) callsto the
appropriate (local) gateway.
) 2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features 5-7
Cisco Extension Mobility Default Device Profile
This subtopic describes the Cisco Extension Mobility Default Device Profile.
Cisco Extension Mobilii

Profile
Default Device Profile:

• Used when a user-specific
device profile does not
match
* Which parameters are
moved from the Default
Device Profile?
Phone Button Template
Softkey Template
Audio Sources
User Locale
Privacy and DND
settings
Subscribed Services
| *EM - Cisco Extension Mobility
Administrators can configure each IP phone lo support Cisco E.xlension Mobility by using the
default dev ice profile. This procedure allows users who do not have a user device profile for a
particular IP phone to use Cisco Extension Mobility with that phone.
A device profile defines the attributes ol a particular device. A device profile includes
infomiation such as the phone template, user locale, subscribed services, and speed dials.
The dev ice profile is not associated with a physical phone. It includes all the properties of a
dev ice except those that arc explicitly lied lo the device, such as MAC address or directory
URE. When a dev iee profile has been loaded onto a device, the device adopts the attributes of
that device profile.
When a user logs in to a phone that is configured for Cisco Extension Mobility and the user has
a user device profile that is configured for thai phone, ihc user device profile replaces the
existing configuration ofthe device. When a user logs out. the logout profile replaces the user
device profile.
5-8 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Call Coverage in Cisco Unified Communications
Manager
This topic describes call coverage in Cisco Unified Communications Manager. The diagram
presents different call forward options.
Call Forward Options
Users and administrators can define different call forward

options;
• Set on the directory number configuration pages.
• Call forward all can be set on the IP phone.
• Call forward permissions can be restricted with calling search
spaces.
unp^mmmimmmmx
luo^.nmumun i|
IH<,-Ph.™.un™«.ia« J=l
l»0-«™™ unr..l™tM J
|B.l »hn™_. i.FF<tn».H
|HO PF,«F,,_„n..it,™d jj
|H,-Ph.i.._U.F"„™d -U
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|Hi> Phnn._UnF.«nn.d
|HO Ph«...Un.F,l„n.d
l"1 pii.i«.« ti.J.J
TTie Cisco Unified Communications Manager supports different types of call forwarding:
• ('all Forward All (C'FA): CEA means that al! calls are forwarded unconditionally. CEA
can be configured by the phone user from either the user web page or at the phone itself. If
CEA is configured, the call is forwarded immediately without ringing the originally dialed
phone. For CEA. a primary and a secondary CFA can be configured, which can be linked
together in a manner similar to a device and line calling search space. Eor all call forward
scenarios, the corresponding call forward calling search spaces are used; line and device
calling search spaces are ignored. Therefore, ifthe system uses partitions, it is
recommended to always set call forward calling search spaces. If call forward calling
search spaces are not used, forward operations are likely to fail.
• Call Forward Busy (CFIJ): CEB fonvards calls that are received while the IP phone is in
use with another call. CEB can be configured by the administrator in Cisco Unified
Communications Manager Administration or by the phone user from the user web page.
The settings in this row of fields specify the forwarding treatment for internal calls to this
directory number ifthe directory number is busy and the busy trigger setting is reached.
The call forward busy trigger determines how many active calls exist on a line before the
call forward busy setting gets activated. Cisco Unified Communications Manager allows
v ou to define different call forward destinations based on whether the call is internal or
external.
) 2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features
• ("all Forward No Answer (CFNA): CFNA forwards calls ifthe call is not answered
within a specified amount of time. CFNA can be configured by the administrator in Cisco
Unified Communications Manager Administration or by the phone user from the user web
page. The Cisco Unified Communications Manager allows you to define difierent call
forward destinations based on whether the call is internal or external.
• Call Forward No Coverage (CF1NC): CENC forwards calls when a user forwards calls to
a hunt pilot and the hunt pilot is temporary not available CENC also forwards a call if il
cannot be answered bv a member of a line group. In the Hunt Pilot configuration settings,
use the Personal Preferences Destination fields to enable the CENC destination for the
original called number that forwarded the call to the hunt pilot. 'Fhe Cisco Unified
Communications Manager allows you to set different call forward settings for internal and
external calls.
• Call Funvaru* un CTI Failure: fhis field applies only to computer telephony integration
(CTI) route points and CTI ports. The settings in this row specify the forwarding treatment
for external calls to this CI'l route point or CTI port ifthe CTI route point or CTI port fails.
• Call Forward Unregistered (CFUR): CEUR applies when no device with the configured
directorv number has registered successfully to the Cisco Unified Communications
Manager: for example, when a device al a remote office looses the WAN connectivity.
• No Answer Ring Duration: Used in conjunction with CFNA destination, this field sets the
timer for how long the phone will ring before it is forwarded. Leave this setting blank to
use the value lhat is set in the Cisco CallManager Service parameter Forward No Answer
Timer. The default is 12 seconds.
Note When the voice mailbox is checked, Cisco Unified Communications Manager ignores the
settings in the Destination box and Calling Search Space fields.
5-10 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O © 2010Cisco Systems, Inc.
Shared Lines
This subtopic describes shared lines in Cisco Unified Communications Manager.
Shared Lines
Same directory number configured on multiple IP phones.

All IP phones will ring at the same time ifthe directory number is
called.
The call can be taken from any of the IP phones. All other IP phones
stop ringing when the call is answered.
All users with directory
number 1000 can
answer Ihe call.
UserB
User A dialed directory
number 1000 1000
UserC
User A
1000
UserD
1000
A shared line is implemented by assigning Ihe same directory number to multiple phones in the
same partition. Ifthe number is called, all phones that are configured with this shared fine
directorv number will ring. The first user that accepts the call is conneclcd to the caller and all
other phones stop ringing.
Shared Lines with Barge and Privacy
This subtopic describes shared lines wilh the Barge and Privacy features.
Shared Lines with Barge and Privacy
• With the Barge feature, users can add themselves to an

active call on a shared line.
• There are two ways to use barge functionality:

The Barge softkey uses the built-in conference bridge.
cBarge uses a conference bridge (media resource),
* Privacy prevents other users on a shared line from viewing
call information or from barging into the call.
fhe Barge feature allows a userto be added to a remotely active call thai is on a shared line. An
active call on a shared line is an active (connected) call that is made to or from another device
that shares a directorv number with Ihe line. Barge supports this type of remote-in-use call.
Phones support Barge in two conference modes:
• Huilt-in conference bridge at Ihc target device (the phone that is being barged): fhis
mode uses the Bargesoftkey. This tvpe of bridge does not utilizethe Cisco IP Voice Media
Streaming Application and is limited to three streams.
• Shared conference bridge: This mode uses the cBargesoftkey. This type of bridge uses
the Cisco IP Voice MediaStreaming Application and is only limited by the conference
bridge being used for a conference.
Bv pressing the Barge orcBarge softkey in the remotc-in-use call state, the user isadded to the
call with all parties, andall parlies receive a barge beep tone (if configured). If Barge fails, the
original call and status remain active. Ifno conference bridge isavailable (built-in orshared),
the Barge request is rejected anda message displays at the barge initiator device.
Note The built-in conference bridge is not available on all IP phones.
With Ihe Privacv feature, administrators can enable or disable the capability of users with
phones that share the same line (directory number) to view call status and to barge the call.
Administrators enable or disable Privacy for each phone or globally in the service parameters.
Introduang Cisco Voice and Unifed Communications Administration (ICOMM) vB.O © 2010 Cisco Systems, Inc.
Call Pickup
This subtopic describes the Call Pickup feature.
Call Pickup
Each pickup group is identified by a unique pickup group number.

Each phone line can be a member of one pickup group.
Allows users to pick up incoming calls within their own group.
Cisco Unified Communicalions Manager automatically dials the configured
call pickup group number when a user presses Ihe PickUp softkey.
Call Pickup Group 4. User B and D can

1 Calls User C with answer the call.
extension 1002
3. User B and D
are notified.
2. User C cannot
answer the call.
Cisco Unified Communications Manager allows multiple lines to be grouped into pickup
groups. Each pickup group is identified by a unique pickup group number, which is part ofthe
call routing tabic in Cisco Unified Communications Manager. A phone line can be assigned to
one pickup group.
If a phone rings but there is nobody to answer the call, anotheruser can pick up the call by-
using the Call Pickup feature ifthe ringingphone is in the same pickup group as the phone of
the userwho wants to pickup the call.Theadministrator can define when otherCall Pickup
group members are notified aboutan incoming callin theirCall Pickup group. Additionally, the
notification type can be modified to allow audible and visual notifications. Within the same
group, the longest alerting call (longest ringing time) is picked up first if multiple incoming
calls occur in the group.
Directed and Group Call Pickup
This subtopic describes the Directed Call Pickup and Group Call Pickup features.
Directed and Group Calf Picks
Allows users to pick up incoming calls from another group.

After pressing the GPickUp button, users must enter the appropriate
pickup group number.
Directed Call Pickup allows users to pick up a call from other
phones by pressing the GPickUp softkey and entering the directory
number
Call Pickup Group Call Pickup Group
Number 4000 Number 5000
Users can also pickup calls from groups where thedirectory number is nota member ofthe
group ofthe ringing phone. The usercan use the (iroup Call Pickup feature to pick up the call.
When a user inv okes the Ciroup Call Pickup feature by pressing the corresponding sofikev.the
user must enter the pickup group number ofthe ringing phone inorder to pick upthe call. With
the same softke;'. a usercan invoke Ihe Directed Call Pickup feature by pressing theGPickUp
sofikev and enteringthe directorv numberofthe ringingextension.
5-14 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v80 ©2010 Cisco Systems, Inc.
Other Group Call Pickup
This subtopic describes the Other Group Call Pickup feature.
Other Group Pickup
• Allows users to pick up incoming calls ina groupthat is associated

with their own group.
• Cisco Unified Communications Manager automatically searches for
incoming calls in associated groups when the useractivates this
feature.
• Uses the OPickUp softkey.
Call Pickup Group Call Pickup Group
Number 4000 Number 5000
"Ihe Other Group Call Pickup feature allows users to pick up incoming calls in agroup that is
associated with their own group. Cisco Unified Communications Manager automatically
searches for incoming calls in the associated groups tomake the call connection when the user
activates this feature from an IPphone. Use the OPickUp softkey for this type of call pickup.
When more than oneassociated group exists, thepriority of answering calls for theassociated
group goes from the first associated group tothe last associated group.
Eor example, groups A. B. and Cassociate with group X, and the priority ofanswering calls
goes togroup A. then group B, and then group C. Within a single group, the call with the
longest ringing time ispicked up first. Eor Other Ciroup Call Pickup, priority takes precedence
over the ringing time if multiple associated pickup groups are configured. Both the idle and off-
hook call states make the Pickup, GPickUp. and OPickUpsofikeysavailable.
Call Pickup. Group Call Pickup, and Other Group Call Pickup can be automated by enabling
the sen ice parameter Auto Call Pickup Enabled. When this parameter is enabled, Cisco
Unified Communications Managerautomatically connects users to an incoming call in their
own pickup group, inanother pickup group, or ina pickup group that isassociated with their
own group when a user presses the appropriate softkey onthephone. Auto Call Pickup
connects the user lo an incoming call. Whenthe user pressesa pickup softkey on the phone,
Cisco Unified Communications Managerlocatesthe incoming call and completes the call
connection. If automation is not enabled, the user must press the Pickup and Answer sofikeys to
receive the call.
>2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-15
Call Hunting Components
Ihis subtopic describes the different call hunting components.
Call Hunting Components

1-800-555-1000
Hunt pilot, hunt list, and line

groups provide hunting
capabilities:
* Hunt pilot
Matches dialed number for
call coverage
Performs digit manipulation
Points to a hunt list for call
routing
Last-resort call forwarding
• Hunt list
Chooses path for call routing

Points lo line groups
• Line group
Points to end devices or voice
mail
Specify the hunt algorithm
Cisco Linified Communications Manager call hunting implementation iscomprised ofthe

following components:
• Plione directory numbers or voice-mail ports: Assigned lo linegroups.
• Cine groups: Assigned lo hunt lists. A hunt listcan have oneor more line groups. At the
linegroup, hunt opdons and distribution algorithms canbe specified in orderto define how
call hunting should be perfomied for the members of a linegroup.
• Hunt lists: Assigned to hunt pilots. A hunt list is an ordered listof'liue groups.
• Hunt pilots: 1henumbers thathave been dialed to invoke a hunting process. A hunt pilot
can be called directly (for example, to prov ide a certain service lo customers). A call can
alsobe forwarded to the hunt pilot from an IP phone that received a call andis configured
lo forward calls to ihe hunt pilot to prov ide call coverage.
While hunting, the forwarding configuration ol'line group members is not used. Ifthe hunting
algorithm rings a phone and the call is notanswered, the CENA setting of lhatphone is ignored
and the hunting algorithm goes on lo the next line group member.
Introduang Cisco Voice and Unified Communications Administration (ICOMM| vB 0 ©2010 Cisco Systems, Inc
Call Hunting with Personal Preferences
The Personal Preferences check boxes for Forward Hunt No Answer and Forward Ilunt Busy
allow users or CTI route points to use their own settings for calls that are forwarded to a hunt
pilot, ifthe hunt pilot is busy orno member ofthe associated line group answers the call.
Call Hunting with Personal Preferences

1-800-555-1000
Fofftard Hui! No ArnMA' •" Or
far*4rd Hun! tuit & OF "
• Hunt pilot numbers can be forwarded on

- No Answer
Busy
• A destination can either be configured on
the hunt pilot or the personal preferences
can be used.
* On the device level, the Forward No

Coverage destination is used
For example, a user who is a memberof a sales learn forwards all calls to his extension to the
hunt pilot ofthe sales department to force call coverage. No memberofthe sales team in the
hunt pilot line group can answerthe call becausethey are currently busy.The sales member,
who has forwarded all calls lo the hunt pilot, can now define the CFNC destination, either to
voice mail or to another destination.
© 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-17
Call Park
The Call Park feature is used to place a call into a system hold or park slot so that someone can
pick it up from anotherphone in the cluster. This feature allows a call lo be placedon hold in
one location and retrieved at another location.
Call Park
The Call Park feature allows users to transfer an active call to a Call
Park number
End users can note this Call Park number and allow other end users
to pick up that call from a Call Park slot
1000 , Active call behwon 2M0

j* UserAand User B
3 Unified CM 2 User A
assigns Call presses Call 5 Voice stream lo
Part lumber Part sollkey new destination
4.Call recipient dials

Call Park number
Cisco Unified
CommunicalrOns Managei
Call Park is tvpically used in one of two ways: (I) an operator needs to send a call to a person
whose location is unknown or (2) a phone user wants to move a caller from one phone to
another.
fhe phone user is on a call but wants to move the call to another extension. The user presses
the Park softkey and notes the park zone number on the phone display. The user moves to the
new phone, dials the park /one number, and resumes the call.
Call Park places the call on hold for 60 seconds by default. Ifthe timer expires before fhe call is
retrieved, the call will ring on the phone that placed it on park.
A range of park numbers needs to be assigned to each Cisco Unified Communications Manager
in ihe cluster that will be handling call processing. Park /ones are issued to calls from the Cisco
Unified Communications Manager server lo which the phone is registered. While there will be
different number ranges for each Cisco Unified Communications Manager, the call can be
picked up bv anv phone, regardless ofthe Cisco Unified Communications Manager to which
the retriev ing phone might be registered. This situation is another reason why ihe person
placing the call on park must note the park number. This number will clear from the displav in
10 seconds by default.
The Directed Call Park feature is accessed differently than Call Park. Directed Call Park does
not use a soitkev. Instead, it uses the transfer softkey to direct Ihe call lo the directed call park
number specified bv the IP phone user. This process allows end users to use a specified
Directed Call Park number every time without the need to note a new number from a defined
range vvhen parking a call, flic Directed Call Park number can be watched with a Directed Call
Park busv lamp field (Bl.F). which allows users lo see if a call is currently on the specified
Directed Call Park number.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Sysfems, Inc.
Intercom in Cisco Unified Communications
Manager
This subtopic describes ihc Intercom feature in Cisco Unified Communications Manager.
Intercom
With an intercom line, a user can call the intercom line of

another user, which auto-answers the call using one-way
audio whispering.
The recipient can initiate a two-way intercom call.
1 One-WayAudioWhisper
User A 2. Two-Way Intercom Call UserB
1. User presses 2. User at phone B receives

the Intercom spoken message of user Alone-
button to dial way audio whisper). By pressing
the intercom line a key, a two-way intercom call
of phone B can be established.
With an intercom fine, end users can call the intercom line of another user and is automatically
connected tothe caller. Aone-way audio call has now been established between the initiator
and the recipient. The recipient can hear the initiator ofthe call, but the voice ofthe recipient
will notbestreamed to the initiator. The recipient can then acknowledge thewhispered call and
initiate atwo-way intercom call by pressing the intercom line on his orher Cisco Unified IP
phone.
fhe administrator can use an intercom line to dial any other intercom line, or use a
preconllgured line to a single specific target intercom line.
Thecalled destination autoanswers the call in speakerphone mode with mute activated. This
process sets up aone-way voice path between the initiator and the destination, so the initiator
candeliv er a short message, regardless of whether the called party is busy or idle.
To ensure that the voice ofthe called party is notsenl back to the caller by the automatically
answered intercom call. Cisco Unified Communications Managerimplements whisper
intercom. Whisper intercom means that only one-way audio exists from the caller tothe called
party until ihc called party accepts the intercom call by pressing the intercom phone button.
When the called party accepts the intercom call, the call becomes a full two-way audio call.
Note Anauto answer tone marks the beginningof the whisper state for both the sender and the
recipient.
) 2010 Cisco Systems. Inc Enablement of End User Telephony and Mobility Features
Intercom with Connected Line State
When auser is in an active call, intercom allows users to send aone-way audio whisper on the
intercom line.
Wll
When a user is in an active call, the voice of the active caller

and the intercom line are mixed.
The intercom initiator will not hear the intercom receiver or
calling party.
The recipient can end the active call and accept the
whispered call to initiate a two-way intercom call.
3 One-Way Audio Whisper

User B
2 UserAdialsthe
1 1 . Active call
Intercom line of between User I
UserB and User C
UserC
lor example, user B and user C are in an active call. User II also has an intercom line. User A
tries to teach user B anddials the intercom lineof userB. fhe IP phone of user Bautoanswers
the inlercom call and mixes both audio streams—(be two-wav call to user C and the one-way
intercom audio whisper from user A. User C will not hear the voice of user A. User B can now
end thecall to userC or place the callon hold andopen a two-way intercom call to userA.
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Intercom Architecture
Intercom lines cannot be called from normal directory numbers and intercom lines cannot dial
normal directorv numbers. Intercom lines have their own dial plan and their own permissions.
Intercom Architecture
- Intercomlines can be configured with a speed dial:

With a speed dial, the intercom line is preconfigured.
-- Without a speed dial, users must enter the intercom
destination number.
• Intercom lines have their own permissions:
- Calling search spaces are automatically created and
contain the configured partition.
- Fora number oftarget intercom lines, the configuration of
calling search spaces must be verified.
Manager A
Manager B
Intercom 2001
Intercom lines on IP phones can beconfigured with a speed dial, which disallows users to use
the intercom lineto dial otherintercom lines. With a speed dial, the destination is dialed
immediately when the intercom line is offhook. Without aspeed dial, the user must know the
intercom extension of anotheruser and the extensionmust be dialed manually.
Intercom lines use their own permissions, which are similar topartitions and CSSs for normal
director, numbers. Intercom users can dial any otherintercom linewhen the partitions and CSS
are configured properly. The intercom configuration process automatically creates CSSs when
a partition is added. By default, intercom dial plan architecture isa two-user setup The two-user
setup means that CSSs are created to support permissions for two intercom line users. It may be
necessary to changethese CSSs for other requirements.
>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features
Native Cisco Unified Communications Manager
Presence
This topic describes native Cisco Unified Communications Manager presence.

Manager Presence Characteristic;
• Natively supported by Cisco Unified Communications

Manager:
Support for SCCP lines, SIP lines, and SIP trunks
• Allows a watcher to monitor the real-time status ofa directory
number.
• Watchersubscribes to status information ofthe presence

entity.
« Watchercan show the status ofa presence entity using:
Presence-enabled speed dials
Presence-enabled lists (calland directory lists).
• Three possible states of watched directory number:
5S Entity is unregistered
£3 Entity is registered—on hook
f#>Entity is registered—off hook
Presence is iiativelv supported bv Cisco Unified Communications Manager, and no extra

products or serv ers are required. It allows an interested party, the watcher or subscriber, to
monitor ihcreal-time status of a directorv number or any presence entity.
A watcher subscribes to the status information of one or more presence entities. Thestatus
information ofa presence entity can be viewed using presence-enabled speed dials or presence-
enabled lists call lists such as placed, received, or missed calls and public directory lists.
fhe status can he one ofthe following:
• Unknown: fhis status is shown vvhen the watched device is unregistered.
• On hook
• Off hook
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Presence Status on IP Phones
IP phones can display status information (unknown, on hook, or off hook) of presence entities
bv presence-enabled speed dial or call and directory list entries.
Presence Status on IP Phones
The presence status can be seen on speed-dial

buttons, call lists, and directories.
Presence-enabled speed dials show a symbol inthe screen ofIhe IP phone, which islocated at
the appropriate speed dial button. Some phone models have an LED inside the speed dial
button and indicate the status by red(offhook), green (onhook), or flashing (alerting) lights.
When browsing through a directory orcall list, each entry displays a symbol indicating its
currenl status.
) 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features
BLF Call Pickup
1he Bus; [.amp field (BLF) Call Pickup feature allows end userslo monitorIhecurrent line
slate of a user.
BLF Call Pickup
A Busy Lamp Field (BLF) can be configured with call

pickup functionality:
• When a BLF indicates alerting of a directory number, user A
can press the BLF button.
• Call is then displayed on the IP phone and can be picked or
automatically connected if configured.
1 User Awatches 70C1C1
Directory number 2000
3 BLF indicates alerting

4 User A presses the
BLF button and pick?
up Ihe call 2 UserC dials
directory
number 2000
5 UserAand UserC
are now connected
An existing BLFbutton on an IP phone can be configured with call pickup functionality. If ihe
watched numberis ringing, the subscriberof this numbercan press the BLFCall Pickup button
on the IP phone. Depending on the configuration, the call is directly picked up and answered, or
the call is displayed on the IP phoneofthe subscriber. Ifthe call is displayed on the IP phone,
the subscriber must manuallv answer the call bv going off hook or pressing his phone button on
the phone where the directory number ofthe user is configured.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 ©2010 Cisco Systems. Inc
Limiting Presence Visibility
fhis subtopic describes how to limit presence visibility.
Limiting Presence Visibility
Cisco Unified Communications Manager presence

offers different ways to limit visibility of presence
information:
• Presence-enabled speed dials;
- Statically configured byCisco Unified Communications
Manager Administrator
- Subscribe CSS and partitions
• Cannot be configured by end users
• Presence-enabled call and directory lists;
- Subscribe CSS and partitions
- Presence groups
Cisco Unified Communications Manager presence can limit visibility ofpresence infomiation
in the following ways:
• Presence-enabled speed dials are configured statically by the Cisco Unified
Communications Manager administrator and cannot be configured ormodified by auser. In
this wav. the administrator has control over the monitored presence entities for each
individual watcher. However, partitions and Subscribe calling search spaces also apply to
presence-enabled speeddials.
• Access control for presence-enabled call and directory lists can be provided by partitions
and Subscribe calling search spaces and by presence groups. These two methods can be
used independently ofeach other. Ifboth are used, both must permit a subscription for
successful watching ofthe presence entity status.
© 2010 Cisco Systems, Inc Enablemenl ol End User Telephony and Mobility Features
Subscribe CSS
Thissubtopic describes how Subscribe CSSs work.
Subscribe CSS
• User needs permission to monitor the presence entity:

Subscribe CSS
Presence group
• The Subscribe CSS is associated with the watcherand lists
the partitions that the watcher is allowed to see:
This mechanism provides an additional level of
granularity.
Can be assigned on a device or user basis for Cisco
Extension Mobility.
A;:;•!> walcls p
UserA
:K,CSS Dcv:
Partition Devices Partition Devices
II the watcher has permission tomonitor the external presence entity thai is based on the
Subscribe CSS and presence group, the SIP trunk will forward the presence request lo the
external presence entity. await the presence response from the external presence entity, and
return the current presence status lo the watcher.
Cisco Unified Communications Manager provides ihe capability to set policy for users who
request presence status. This policy can beset by configuring a CSS specifically lo route-
Session Initiation Protocol (SIP) subscribe messages for presence status. This policy can also
be set by configuring presence groups that specify rules for viewing the presence status ofusers
that are associaled with another group. Users can then be associated with the presence group.
The first aspeel of presence policies for Cisco Unified Communications Manager is the
Subscribe CSS, Cisco Unified Communications Manager uses the Subscribe CSS to determine
how to route presence requests (subscribe messages with the Lvent field setlo Presence) that
come from the watcher, which can be a phone or a trunk. The Subscribe CSS is associated with
the watcher and lists the partitions that the watcher is allowed tosee. This mechanism provides
an additional level ofgranularity for the presence subscribe requests lo be routed independently
from the normal call-processing CSS.
1he Subscribe CSS can be assigned on a dev ice basis oron a user basis. The user selling
applies fororiginating subscriptions when the useris logged in to the device via Cisco Unified
Communications Manager Intension Mobility or when the user isadministratively assigned to
the device.
With the Subscribe CSS setto <None>. BLF speed dial and call history listpresence status
does not workand the subscription messageis rejected as ••user unknown." When a valid
Subscribe CSS isspecified, the indicators work and ihe subscribe messages are accepted and
routed properly, Cisco strongly recommends not defining any CSS as <Nonc>. Leaving a CSS
setto<None> can introduce presence status or dialing plan behavior that isdifficult to predict.
5-26 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010Ciscc Systems. Inc
Presence Groups
Devices, directory numbers, and users can be assigned to apresence group, and bv default all
users are assigned to the same Standard Presence group. Apresence group controls the
destinations lhat a watcher can monitor, based on Ihe association ofa user with a defined
presence group (for example, employees watching managers is disallowed, but managers
watchingemployees is allowed).
Presence Groups
• Apresence group controls thedestinations thata watcher can monitor.

• Presence groups canbeassigned todevices, directory numbers, and users.
1 By default, all users areassigned to the Standard Presence Group.
1 When using multiple presence groups
Setthe Inter-Presence Group Subscribe Policy service parameter.
- If one group hasa relationship loanother group via Ihe Use System
Default setting,this service parameter value will take effect.
If the inter-Presence Group Subscribe Policy service parameter issetto
Disallowed, CiscoUnified Communications Manager will block the
request even if the Subscribe CSS allows it.
The Inter-Presence Group Subscribe Policy service parameter applies only
for presence stalus with call history lists and is nol used for BLF speed dials.
M can watch F
E c.-mnot watch M.
BLF is still working.

'lesence Group Manager (Mi Pfvetto?- Group Limployoe ,'K)
The preseice
je group user setting applies for originating subscriptions when the user is logged in
to the dev
ce via Cisco Extension Mobility or when the user is administratively assigned to the
device
When mu
tiple presence groups are defined, the Inter-Presence Group Subscribe Policv service
parameter
is used. It one group has arelationship to another group via the Use SystemDefault
setting rat icr than being allowed or disallowed, the value of this service parameter will take
effect ft,e Inter-Presence Croup Subscribe Policy service parameter is set to Disallowed
„m in, !ed Communications Manager will block the request even ifthe Subscribe CSS"
he Inter-Presence Group Subscribe Policy service parameter applies onlv for
presence status with call history lists and is not used for BLF speed dials.
Presence groups can list all associated directory numbers, users, and devices via the
dependency records. Dependency records allow the administrator to find specific information
about group-level sellings. Use caution when enabling the Dependency Record enterprise
parameter because itcan lead tohigh CPU usage.
©2010 Cisco Systems, Inc

Enablement ofEnd User Telephony and Mobility Fealures 5-27
Features
This topic describes call features in Cisco Unified Communicalions Manager Impress. The
figure shows the Cisco Extension Mobility feature.
Cisco Extension Mobil

Voice Logout Profile
Cisco Extension Mobility can

be configured with a Voice
Logout Profile:
• AVoice Logout Profile is bonded
to an ephone.
- Voice Logout Profiles are used
when no user is logged in, and
can be configuredwith a default
extension.
- User needs a Voice User Profile
to log in on an ephone.
• Login is configured as a service
on the IP phone; user needs
credentials to perform login
process
Cisco Extension Mohilitv provide users with the ability to use any Cisco Extension Mobility-
enabled Cisco IP Phone as thev would use their own phone, by logging in and having their
personal user profile overlay the profile ofthe original phone setup,
for example, ifoutside sales personnel visit an office occasionally, they may not have a
permanent desk and phone, but may instead work at atemporary desk. Using Cisco Extension
Mobility, the visitinc worker can log in to the phone al the temporary desk, he user can hen
retrieve'voiee mail and place calls using the extension number and features that they would
normally have available on their own office phone.
Cisco Extension Mobility in Cisco Unified Communications Manager Express is based on
looout profiles, which are bonded to an ephone. Alogout profile defines the detault appearance
for an IP phone thai is enabled for Cisco Extension Mobility. Iogoul profiles can be configured
with adefault extension and oilier settings thai are applied when nobody ,s logged in to a
specific ephone.
Isers must log in auser profile in order to use .he features that are available on their own office
h^ne. These profiles containing all ofthe user-specific settings like the user calory „umbe
name, speed dials, and so on. AVoice User Profile is overlatd on an ephone wh nIûscrlogs
in with their usemame and password credentials. The login service is configured on the serv ,ce
button ofthe IP phone as an XML service.

5-28 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O
Call Forwarc
1his suBtopic describes call forward options in CiscoUnified Communications Manager
Express
Call Forward
Cisco Unified Communications Manager Express has

different call forward options:
• Call Forward All can be configured on the IP phone.
• CFA, CFNA, and CFB can be defined via CLI, GUI, or Cisco
Configuration Professional.
• Call Forward No Answer must be defined with a no answer timer.
• Night Service allows users to forward incoming calls
automatically during configured night service hours.
In Cisco Unified Communications Manager Express, CFA can be configured by the phone user
in the same wayas it is configured in Cisco Unified Communications Manager. It canbe
configured from the user web page, at the phone itself, or from the adminislrator web interface,
the command-line interface (CLI), or Cisco Configuration Professional. If CFA is configured,
the call is forwarded immediately without ringing theoriginally dialed phone. CFNA andCEB
can only be defined by the administrator from the CLI, the web interface, or via Cisco
Configuration Professional. CFNA requires a timer, which defines the lime at which a call is
declared as notanswered. Cisco Unified Communications Manager Express also has a Night
Sen ice feature, which allows calls to be forwarded during predefined night hours (nonbusiness
hours). During these times, calls are automatically forwarded to another IP phone.
©2010 Cisco Systems. Inc. Enablementof End User Telephonyand Mobility Features 5-29
Night Service
The Night Sen ice feature allows administrators to provide coverage for unslaffed extensions
during hours that arc designated as "night senice" hours.
The Night Service features provides call forwarding during

defined night service times:
• An ephone-dn can be designated as the NightService Bell.
- Night Service can be a day, a date, a defined time frame, weekdays,
or during weekends
• Can be configured with a code to toggle the NightService on/off.
Night Service Configured for

Saturday and Sunday
1 UserAdials Directory Number 3000

2 Call is forwarded to Configured as Night Service Bell
directory number
directory number
2000
3000
Directory Number 2000 with

,.s - Activated Night Service
User©'
During the night-sen ice hours, calls to the designated extensions send a special '"burst" ring to
phones that have been specified to receive this special ring. Phone users at the night-senice
phones can then use the Call Pickup feature to answer incoming calls from ihe night-service
ephone-dns. The Might Sen ice feature can be extended with automatic call fonvards during
night-senice hours.
Eor example, the Night Sen ice feature can allow an employee working after hours to intercept
and answer calls lhat are presented loan unattended receptionist phone. When a call arrives at
the unattended receptionist phone during hours that are specified as night service, a ring burst
notifies aspecified set ofphones ofthe incoming call. Aphone user al any ofthe night-senice
phones can intercept the call using the Call Pickup feature. Night-senice call notification is
sent every 12 seconds until the call is answered or aborted.
An optional configuration allows the phone user to manually toggle night senice on and off
from any phone that has aline that is designated as a night-senice line. When night senice is
active, the niuni-sen ice phones display a message.
Irrroducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems. Inc.
5-30
Paging
Audio paging provides aone-way voice path to the phones that have been designated lo receive
paging.
Paging
Paging opens a one-way call to idle phones:

• Can be unicast or multicast
• Can be individual groups or combined groups
- Pagingephone-dns are defined with a numberand not the
device.
Ephone 1
Paging Group 2
Audio paging does not have a press-to-answer option asthe Intercom feature does. Pages are
commorjly used for locating people who arc away from their desks; in emergencies, such as a
fire drill and similar situations.
The pag ngmechanism supports audio distribution using IPmulticast, replicated unicast. and a
mixture af both (multicast is used where possible and unicast is used for specific phones that
cannot be reached using multicast).
Adminu trators can configure paging groups for single or combined groups. They can specify
several Iwaging groups in a Cisco Unified Communications Manager Express system, and il is
possible to join two or more paginggroups into a combined group.
Pagin ! roups use anephone-dn, known as thepaging ephone-dn, which is notassociated with
any eph •me. A user can dial the paging ephonc-dn from any location.
When a caller dials the paging number (ephone-dn), each idle IP phone that has been
eonfigu ed with the pagingnumberautomatically answers using its spcakerphone mode. When
the cfalkr finishes speaking and hangs up. the phones return to the idle state.
i 2010 Cisco Systems. Ini Enablement of End User Telephony and Mobility Features 5-31
Shared Ephone-dns
Shared ephone-dns are used toprovide call coverage for the same number on different ephones.
This method allows end users to pick up an incoming call onmore than one IP phone. For
example, for teams, use a shared linecan be used lo provide call coverage for central call-in
numbers or basic hotline features.
The same ephone-dn is applied to two differentephones.

Only one phone can use the ephone-dn at a time
Both IP phones nng when a call arrives at the
ephone-dn. but only one ephone can pick up the call
Either ephone can retrieve a call placed on hold.
UserC
A shared ephone-dn has the following characteristics:

• It appears on different phones, but uses the same ephone-dn and number.
• Ifthe ephone-dn is connected to a call on one phone, thai ephone-dn is unavailable for
other calls on the second plione because the phones share the same ephone-dn. fhe active
call appears on both phones.
• Both phones ring when a call arrives at the ephone-dn but only one phone can pick up a
call, which ensures privacy.
• When a cull is placed on hold, either phone can retrieve il.

• Use shared ephone-dns when the ability lo answer or pick up a call at more than one phone
is necessan.
5-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc.
Call Pickup groups
The C al Pickup feature and pickup groups enable phone users to answer a call lhat is ringing
on a dif ercnt directory number from their own IP phone.
3all Pickup Groups
Cisco Unified Communications Manager Express supports

three different Call Pickup types:
Local Group Pickup
- Allows pickup from the same call pickup group.
- User presses the GPickUp softkey and asterisk (*) to pick up an
incoming call.
Directed Call Pickup
Direct call pickup from a ringing extension.
- A user does not need to belong to a pickup group to use this
feature
Different Group Pickup
- Users can pick up a call from any group by pressing the
GPickUp softkey and dialing the pickup group number.
- If only one pickup group is configured, users need to press only
the GPickUp softkey.
Call Pit kup has the following variations:

• Lot al Group Pickup: Call Pickup, local group ringing extension. Phone users can pick up
the called number on another phone in their local group by pressing the Pickup softkey plus
the iasterisk (*) on their own phone.
• Directed Call Pickup: Call Pickup, explicit ringing extension. Any local phone user can
pick up a call that is on hold on another directory number in Cisco Unified
Comniunications Manager Express. The phone user does not need to belong to a pickup
group to use this method. This behavior is a default behavior.
• Different Group Pickup: Call Pickup, explicit group ringing extension. Phone users can
answer a ringing phone in any pickup group ifthe user knows the group number ofthe
ringing phone. If there is only one pickup group that is defined in Cisco Unified
Comniunications Manager F.xpress, the phone user can pick up the call by pressing the
Pickup softkey. The phone user does not need lo belong lo a pickup group to use this
method.
Administrators can assign each ephone-dn independently to a maximum of one pickup group.
There is no limit to how many ephone-dns can be assigned to a single pickup group. There is no
limit to how many pickup groups can be defined in a Cisco Unified Communications Manager
L.xprcss.
)2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features
Intercom
This subtopic describes the Intercom feature in Cisco Unified Communications Manager
Fxpress.
Intercom
Intercom lines working like they

do in Cisco Unified
Communications Manager:
• Configured as an additional line on
the phone buttons. Manager
Line 1 - 1001
• Intercom directory numbers can be
dialed from any IP phone. Line2-A1001
• To avoid dialable numbers, assign

an alphabetic character to the
number, for example, A B, C, orD.
Assistant
Line! -1002
Une2-A1002
An intercom line is a dedicated two-way audio path between two phones. The called phone
automatically answers the call in spcakerphone mode wilh mule activated, which provides a
one-way voice path from the initiator to the recipient. A beep is sounded when the call is auto
answered to alert the recipient to the incoming call. To respond to the intercom call and open a
two-way voice path, the recipient deactivates the mule function by pressing the Mule button or
by lifting the handsel.
The administrator can deacliv ate the speaker-mute function on intercom calls. For example, if
phone user I makes an intercom call to phone user2, both users heareach other on connection
when the no-mute function is configured using the intercom command. The benefit is thai
people who receive intercom calls can be heardwithout havingto disablethe mute function.
The disadv antage is that nearby background soundsand conversations can be heard at the
moment when a person receives an intercom call, regardless of whether they are ready to take a
call or not.
Intercom lines cannot be used in shared-line configurations. If a directory' number is configured

for intercom operation, it must be associated wilh only one IP phone. The intercom attribute
causes an IP phone line to operate as an autodial line for outbound calls and as an auto answer-
with-mute line for inbound calls.
To prevent an unauthorized phone from dialing an intercom line, administrators can assignan
intercom a directorv number lhat includes an alphabetic character. No one can dial the
alphabetic character from a normal phtme, but thephone at theother end ofthe intercom can be
configured to dial ihe number lhatcontains the alphabetic character through ihc Cisco Unified
Communications Manager Fxpress router. For example, the intercom ephone-dns in the figure
arc assigned numbers with alphabetic characters so that only the assistantcan call the manager
on his or her intercom line, and no one except the manager can call the assistant on his or her
intercom line.
5-34 introducingCisco Voice and Unified Communications Administration (ICOMM) u8 0 © 2010 Cisco Systems. Inc
Summary
This topic summarizes the key points that were discussed in this lesson
Summary
Cisco Extension Mobility allows enduserstolog in andlog outon

different end devices. Users are reachable attheir personal
extension regardless of their physical location and phone used.
Cisco Unified Communications Manager provides different features
forcall coverage; for example, call forwarding, hunt groups, call
pickupgroups, and shared lines.
Intercom supports communication between managers and
assistants.
fttt Cisco Unified Communications Manager allows presence support to

provide presenceawareness to end users.
In Cisco Unified Communications Manager Express environments,
administrators can configure a wide rangeofcall coverage features.
Cisco Unified Communications Manager Express alsosupports
Cisco Extension Mobility.
"fhe lessen.covered the telephony features in Cisco Unified Communications Manager and
Cisco Ui ilied Communications Manager Express. The common Cisco Unified
Commui
ications Manager and Cisco Unified Communications Manager Fxpress call coverage
features vcre explained as well as Cisco Extension Mobility and native presence features.
References
For addi ional infonnation. refer to these resources:
Cisdo Unified Communications Manager Features and Services Guide. Release S.0< 1) at:
http'/wwv.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8..0_l/ccmfeat/
fsgcj-80I-cm.html
Cisdo Unified Communications Manager Administration Guide, Release 8.0( 1) at:
http /./www.eisco.com/en/US/docs/voicc ip_comm/cucm/adtnin/8_0 l/ccmefg/
becn-801-cm.html
Cist o Unified Communications Manager Express System Administrator Guide at:
htip//vvw\v.cisc(i.com/cn/liS/docs/voicejp_comm/cucnie/admin/configuration/guide/
;me idm.html
Enablement of End User Telephony and Mobility Features 5-35

i 2010 Cisco Systems, lm
_,*
5-36 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Table of Contents
Volume 2
Enabling Telephony Features
Objectives
— L3Z
Configuring Cisco Extension Mobility 5~37
Step 1- Activate the Cisco Extension Mobility Service f™
Step 2: Set Cisco Extension Mobility Service Parameters tjn
Step 3: Add the Cisco Extension Mobility Phone Service lî
mm Step 4: Create Default Device Profiles 5"42
Step 5a: Create Device Profiles 5~*3
Step 5b: Subscribe Device Profile to Phone Service I'tt
slep 6:Associate Users with Device Profiles
mm Step 7a: Configure Phones for Cisco Extension Mobility fl?
Step 7b: Subscribe Phones to Phone Service !?
sS uS^™**9* '" °SC° ""^ Communications Manager ^49
^ Barge and cBarge Service Parameters 5"50
Barge and cBarge Sofikeys 5"51
Barge and cBarge Configuration 5"53
Group Pickup Configuration 5"54
mm Configuring the Softkey Template for Call Pickup Groups I'S
Assign a Directory Number for a Call Pickup Group ™
Call Park and Directed Call Park Configuration „I
f. ArJd the BLF Directed Call Park Feature 5"58
Hunt Configuration Steps 5~60
mm Step 1: Add a Line Group 5"61
Step 2: Configure Hunt Lists 5"62
t Step 3a: Set Hunt Pilot 5'64
' Step 3b: Set Hunt Forwarding 5"66
Step 4: Service Parameters and Login and Logout Feature l'%Z
Conjuring Intercom Functionality in Cisco Unified Communications Manager
Step 1 Create Intercom Partitions
559
s b9
Step 2: Intercom Calling Search Space 5"70
mmm Step 3: Create Intercom Directory Number 5~71
Configuring Native Cisco Unified Communications Manager Presence I'll
Step 1: Modify Phone Button Template 5"73
* Step 2: Apply the Phone Button Template to Phones lit
Step 3: Configure Presence-Enabled Speed-Dial Buttons I'll
Enable Presence-Enabled Call Lists b~lb
Presence Policy Example: Subscribe CSS 5"77
Assign Subscribe CSSs to Phones and SIP Trunks ~H
•• Presence Policy Example: Presence Groups 5"79
Presence Group Configuration Steps 5"80
^ Step 1: Configure Presence Groups 5"81
,.. s,eP 2: Set the Default Interpresence Group Policy 5~82
Step 3a: Assign Presence Groups to Lines and Phones ™
btep 3b: Assign a Presence Group to a SIPTrunk
»»
COnc9aNn?o9™arSaSr:S
Night Service
COmmU"ira'i0nS Ma"^r E*<— matures 5-88
Paging 5-89
Shared Ephone-dn 5-91
* Pickup Groups 5-92
mmm Intercom 5-94
Hunt Groups 5-95
Summary 5-96
«* References 5-97
mm 5-97
5-99
IfpHorctanriing Mobility Features
' " 5^99
Objectives 5-100
Mobile Connect in Cisco Unified Communications Manager ^^
Cisco Unified Mobility Architecture 5-1Q2
Access List 5-103
Time-of-Day Access 5-104
Mobile Connect Call Flow: Incoming Calls toOffice Phone
Mobile Connect Call Flow: Internal Calls Placed from aRemote Phone _
Mobile Voice Access in Cisco Unified Communications Manager ^ ^
MVA Call Flow 5^08
Cisco Unified Mobility Interaction 5109
Mobility in Cicco Unified Communications Manager Express ^ 1Q
Mobility 5-111
Summary 5-111
References ...
Enabling Nihility Features 5-113
Con°gburingVMob.le Connect in Cisco Unified Communications Manager 5-114

Step1: Configure Softkey Template 5A17
Step 2' Configure End User 5-118
Step 3: Configure IP Phone 5_119
Step 4: Configure Remote Destination Profile _
Step 5a: Add Remote Destinations to aRemote Destination Profile ^
Step5b Configure Ring Schedules 5 124
Step 5c: Configure Access Lists 5 125
Step 5d. Apply Access Lists 5,126
Step 6- Configure ServiceParameters u2g
Configuring Mobile Voice Access in Cisco Unified Communications Manager bô
Step 1: Activate Service 5_130
Step 2: Configure Service Parameters 5 131
Step 3: Enable MVA for End Users 5^ 32
Step4 Configure MVA Media Resource 5133
Step 5: Cisco IOS Gateway Configuration 134
Configuring Mobility in Cisco Unified Communications Manager Express ^^
Configuring Single Number Reach 5137
Summary 5-137
References 5-139
References 5-141
Module Self-Check 5_145
Module Self-CheckAnswer Key
6-1
moment of Cis™ """" Connection *nd Cisco Unified Presence
6-1
Overview 6-1
Module Objectives g_3
Understanding Cisco Unity Connection —
Objectives 6-4
Cisco Unity Connection Overview 6_6
Single-Site and Multisite Deployment Model 6?
Cisco Unity Connection Integration 6_8
Cisco Unity Connection SCCP Integration 6 10
Cisco Unity Connection SIP Integration 6_., .,
Cisco Unity Connection Features 6_13
Cisco Unity Connection Call Handler 6_u
Call Handler Example 6-15
Cisco Unity Connection Call Routing 6_17
Cisco Unity Connection Distribution Lists 6_18
Cisco Unity Connection Authentication Rules
introducing Cscc Vcce and Unified Communications Admin,strat.cn (ICOMM) v8 0
Cisco Unify Connection Dial Plan 6-19
Summary 6-20
References 6-20
Understanding End User and Voice Mailbox Characteristics and Confiquration
Requirements . 6-21
Objectives 6-21
Cisco Unity Connection End UserTemplates 6-22
General Settings vs. UserSettings 6-23
User Template Basics 6-24
Default Class of Service 6-25
Password Settings and Roles 6-26
TransferRules and Greetings 6-27
Call Actions 6-28
Message Actions and CallerInput 6-29
TUI Experience 6-30
Cisco Unity Connection End Users 6-31
Extensions and Call Forward Options 6-32
Voice Messaging with SRST and AAR 6-33
Voice Mailbox 6-34
Private Distribution Lists 6-35
Notification Devices 6-36
User Creation Options 6-37
Cisco Unity Connection Voice Mailboxes 6-38
Message Aging Policy and Mailbox Quotas 6-39
Summary 6-40
References 6-40
Understanding End User and Voice Mailbox Implementation Options 6-41
Objectives 6-41
Configuring Cisco UnityConnection End User Templates 6-42
User Template Basics 6-43
Password Settings 6-46
Administrator Roles 6-48
Message Settings 6-49
Phone Menu 6-51
Playback Message Settings 6-53
Message Notification 6-55
Configuring Cisco Unify Connection End Users 6-57
User and User Template Verification 6-58
Alternate Extensions and Names 6-59
Private Distribution List 6-60
Importing End Users into Cisco Unity Connection 6-61
Import Users 6-62
Import Users from LDAP 6-63
LDAP Directory 6-64
Bulk Users 6-67
Managing Cisco Unity Connection Message Storage 6-68
Mailbox Stores Membership 6-69
Message Aging Policy 6-70
Mailbox Quotas 6-71
Summary 6-72
References 6-72
Understanding Cisco Unified Presence 6-73

Objectives 6-73
Cisco Unified Presence Features and Functionality 6-74
Cisco Unified Personal Communicator Product Overview 6-76
Cisco Unified Personal Communicator Operation Modes 6-77
Enterprise Instant Messaging 6-78
Audio Calls 6-79
i 2010 Cisco Systems, Inc. Introducing Cisco Voice and Unified Communications Administration (ICOMM)vS.O ui
Video Calls 6-80
Integration Support 6-81
Cisco Unified Personal Communicator Requirements 6-82
Cisco Unified CSF 6-83
Cisco Unified Communications Manager IP Phone Service 6-84
Cisco IP Phone Messenger User Interface 6-85
Cisco IP Phone Messenger Characteristics 6-86
Cisco Unified Presence Architecture 6-87
Cisco Unified Presence Integration with Microsoft Active Directory and Exchange 6-89
Cisco Unified Presence Integration with Cisco UnityConnection 6-90
Cisco Unified Presence Integration with Conferencing Servers 6-91
Cisco Unified Presence Integration with LDAP 6-92
Cisco Unified Presence Calendar Integration 6-93
Cisco Unified Personal Communicator Information Flow in Deskphone Mode 6-94
Cisco Unified Personal Communicator Information Flow in Softphone Mode 6-95
Compliance and Persistent Chat 6-96
Quality of Service 6-97
Cisco Unified Personal Communicator Port Usage 6-98
Summary 6-99
References 6-99
Enabling Cisco Unified Presence 6-101
Objectives 6-101
Setting Up End Users in Cisco Unified Communications Manager for Presence 6-102
Step 1: License Capabilities Assignment 6-103
Step 2: End User Configuration 6-104
Step 3: Directory Number Configuration 6-106
Step 4: Create Cisco Unified CSF Device 6-107
Step 5: Associate the Cisco Unified CSF Device to the End User 6-110
Configuring End Users in Cisco Unified Presence 6-111
Voice-Mail Server Configuration 6-112
Voice-Mail Profile Configuration 6-113
CTI Gateway and Profile Configuration 6-115
LDAP Host Configuration 6-116
LDAP Profile Configuration 6-117
Audio Profile Settings 6-118
CCMCIP Profile Settings 6-120
Modify End-User Settings in Cisco Unified Presence 6-121
Cisco Unified Personal Communicator Options 6-122
Troubleshooting Cisco Unified Personal Communicator 6-123
Example 1: Cisco Unified IP Phone Cannot Be Selected 6-124
Example 2: Telephony Is Not Possible in Softphone Mode 6-125
Example 3. Users Are Not Shown as on the Phone During an Active Call 6-127
Example 4: End User Cannot Log in to Cisco Unified Personal Communicator 6-128
Example 5: Search for a Contact Returns No Results 6-129
Example 6: The End User Cannot Control the Cisco Unified IP Phone 9971 6-130
Server Health 6-131
Problem Report 6-132
Cisco Unified Presence Troubleshooter 6-133
Configuring Cisco IP Phone Messenger 6-134
Step 1: Configure Application User 6-135
Step 2: Create the Phone Service 6-136
Step 3: Subscribe the Phone Service 6-137
Cisco IP Phone Messenger Setup on Cisco Unified Presence 6-138
Step 1: Enable Cisco IP Phone Messenger 6-139
Step 2: Manage Cisco IP Phone Messenger Response Messages 6-140
Verify the Cisco IP Phone Messenger Status 6-141
Summary 6-142
References 6-142
References 6-144
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems. Inc
Cisco Unified Communications Solutions Maintenance Izl
Overview 7-1
Providing End-UserSupport _ "LI
Objectives 7-3
Troubleshooting Phone Registration Issues 7-4
Sample Network Problem 7-5
Gather Facts 7-7
Sample Network Problem: Gather Facts 7-9
Consider Possibilities 7-11
Sample Network Problem: Considering Possibilities 7-12
Create Action Plan 7-14
Sample Network Problem: Action Plan 7-15
Implement Action Plan 7-16
Observe Results 7-17
Restart the Problem-Solving Process 7-18
Document Results 7-19
Troubleshooting IP Phone Registration 7-20
Divide-and-Conquer Methodology 7-21
Troubleshooting: No IPAddress 7-22
Troubleshooting: TFTP Download Fails 7-24
Troubleshooting: NotRegistered 7-25
Switch Configuration Overview 7-26
PoE with Cisco Catalyst Switches 7-27
VLAN Overview 7-28
Voice VLANs 7-29
Single VLAN Access Port 7-31
Multi-VLAN Access Port 7-32
Trunk Ports 7-34
Configuring Voice VLANs with Access Ports 7-35
Configuring Trunk Ports 7-37
Verifying Voice VLAN Configuration 7-39
Voice Quality Issues 7-40
Provisioning for Voice: VoIP Bandwidth Reference Tables 7-42
QoS Traffic Requirements and Recommendations: Videoconferencing 7-44
Call Statistics on IP Phones 7-46
Summary 7-47
References 7-47
Understanding Cisco Unified Communications Manager Reports 7-49
Objectives 7-49
Generating Reports on Cisco Unified Communications Manager 7-50
Generating Reports 7-52
Cisco Unified Reporting Status Messages and Icons 7-55
Sample Report 7-56
Analyze the Generated Reports 7-57
Example 1: Troubleshooting 7-58
Example 2: Maintenance 7-60
Example 3: System Analysis 7-61
Summary 7-62
References 7-62
© 2010 Cisco Systems. Inc Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0
Understanding Cisco Unified Communications Manager CDR Analysis and Reporting
Tool Reports 7.63
Objectives 7-63
Cisco Unified Communications Manager CAR Tool Overview 7-64
Activating Cisco Unified CommunicationsManager CAR Services 7-65
CDR Service Parameters 7-66
Cisco Unified CommunicationsManager CAR Tool User Types 7-68
CDR and CMR Architecture 7-69
CDR Management and System Settings 7-70
Cisco Unified Communications Manager CAR Tool Overviewfor Managers 7-71
Cisco Unified Communications Manager CAR Tool Overview for Administrators 7-72
Cisco Unified Communications Manager CAR System Parameters 7-73
Cisco Unified Communications Manager CAR Scheduler 7-76
Cisco Unified Communications Manager CAR Database 7-78
Automatic Report Generation 7-79
Common Automatic Report Generation Interval 7-80
Export CDR and CMR Records 7-81
Using the CDR Search Feature 7-82
Generating CDR Reports 7-84
Generating Bill Reports 7-86
Viewing Bill Reports 7-87
Generating Top N Reports 7-88
Generating System Reports 7-89
Generating QoS Detail Reports 7-91
Viewing QoS Detail Reports 7-92
Generating Device Reports 7-93
Generating Gateway Utilization Reports 7-95
Viewing Gateway Utilization Reports 7-96
Summary 7-97
References 7-97
Monitorinq the Svstem with Cisco Unified Real-Time Mo nitori no; Tool 7-99
Objectives 7-99
Cisco Unified RTMT Overview 7-100
Service Parameters 7-102
Cisco Unified RTMT System Requirements 7-103
Enable a User for Cisco Unified RTMT Login 7-104
Cisco Unified RTMT Menu 7-105
Monitoring the System with Cisco Unified RTMT 7-108
Performance 7-109
Alert Notification Configuration 7-110
Alert Central 7-112
Using Remote Browse 7-113
SysLog Viewer 7-116
Monitoring Cisco Unified Communications Manager with Cisco Unified RTMT 7-117
Gateway Monitoring 7-118
Using Profiles 7-119
Using Device Search 7-120
Database Summary 7-122
Summary 7-123
References 7-123
Introducing Cisco Voice and Unified Communications Administration (ICOMM, v8 0 ©2010 Cisco Systems, Inc.
7-125
Monitoring Voice Mail in Cisco Unitv Connection
7-125
Objectives
7-126
Generating Reports on Cisco Unity Connection
7-127
User Report Example
7-128
User Report Example Output
7-129
Serviceability Reports
7-130
ReportConfiguration Parameters
7-132
Analyzing the CiSco Unity Connection Reports
7-133
Cisco Unified RTMT
7-134
Server Report
7-135
Using Reports fo Troubleshooting and Maintenance
7-136
User Lockou Report
7-137
Unlock the Uber
7-138
Port Activity Report
7-139
Weekly Mainenance Tasks
7-141
Billing Repors
7-142
Summary
7-142
References
Understanding thk Disaster Recovery Svstem 7-143
7-143
Objectives
7-144
Disaster Recovety System Overview
7-145
Disaster Recovery System Architecture
Disaster Reciovery System Menu 7-146
7-147
Disaster Reciovery System Components
Backing Up Cisco Unified Communications Solutions 7-148
7-149
Scheduler
7-151
Manual Bacliup
7-152
Backup Status
Restoring CiscoUnified Communications Solutions 7-153
i«
Restore Wizard: Type of Restore 7-154
7-155
Restore Wizbrd: Restore Status
7-156
History
7-157
Summary
7-157
References
7-159
Module Summary
7-159
References
© 2010 Cisco Systems, Inc. Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0
Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.
Lesson 21
Enabling Telephony Features
Overview
Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
provide awide range of telephony features for end users. For example, Cisco Extension
Mobility service allows end usere to log in with their directory number on aCisco Extension
Mobilit'v-cnablcd IP phone, regardless ofthe location ofthe IP phone. This lesson describes
how to configure telephony features in Cisco Unified Communications Manager and Cisco
Objectives
Upon completing this lesson, you will be able to describe how to enable telephony features for
end users in Cisco Unified Communications Manager and Cisco Unified Communications
Manager Express. This ability includes being able lo meet these objectives:
• Configure Cisco Extension Mobility in Cisco Unified Communications Manager
• Configure call coverage features in Cisco Unified Communications Manager
• Configure intercom functionality in Cisco Unified Communications Manager
• Configure native Cisco Unified Communications Manager presence
• Configure Cisco Unified Communications Manager Express features
Configuring Cisco Extension Mobility
IIns topic describes how to configure Cisco Extension Mobility.
Cisco Extension Mobility Confj

Checklist
Activate theCisco Extension Mobility service.

•'. Set Cisco Extension Mobility service parameters.
'<• Add the Cisco Extension Mobility phoneservice.
'• Create default device profiles for all phone models used.
:' Create device profiles and subscribe them to the Cisco
Extension Mobility phone service.
Create end users and associate them with device profiles.
Enable Cisco Extension Mobility forphones and subscribe
phonesto the Cisco Extension Mobility service.
Ihe figure lists the steps that are required to configure Cisco Extension Mobility in Cisco
(inilied Communicalions Manager. The steps arc explained in dclai! on the following pages.
5-38 Intrcducing Cisco Voice ind Unifed Communications Adminislration (ICOMM) v80 © 2010 Cisco Systems. Inc
Step 1: Activate the Cisco Extension Mobility Service
The first step isto activate the Cisco Extension Mobility service.
Step 1: Activate the Cisco Extension

Mobility Service

Serviceability: Tools > Service Activation
CHStntm
\ senMoNHW
fit*-, mod
Attuated
Activate Cisco Extension Dusaiiated
r cits m«ss»!Jjh lm»ri*t«
P Cisco unfed MpbW Vww Btcsss Service Mobility Mivstsd
f7 Ci^co IP Voire Medu Streaming ftc ftcfivMPfi
P Cis<o CTlManagi Adivsted „

C:s;o Srten i MOBiMy MtivaCid
i fKttnded Functions Activated

Attumed
] Dialed FjjFnbfi* Analyze'
) DHCP Monrtor Ser»KB flctivatsri
Inorder to enable Cisco Extension Mobility, theCisco Extension Mobility feature service must
be activated from Cisco Unified Communications ManagerServiceability by choosing Tools >
Sen ice Activation.
• 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-39
Step 2: Set Cisco Extension Mobility Service Parameters
flic Cisco I-\tens ion Mobility sen ice has several configurable service parameters.
ISCO
ice Pan
Navigate to System > Service Parameters

-Select ierverand be
:o : : i f,;ii,e Enable or disable auto-
:; t -e-,;ior <A-;.,Y, (Acs
logout after expiration
of maximum login lime
<c*pt pa'arrsts-; that are in tl
-LIuittTnirip Parameter* (Parameters that apply to all senljerjj) Set the multiple login
behavior allowed, not
allowed, or auto-logout.
iirw* nrrr
[f the rin force Intra-cluster Maximum Login Time parameter is set to True, the user is
automatically logged out afterthe Intra-cluster Maximum Login Time expires. The Intra-cluster
Multiple I ogin Beha\ iorparameter specifies how to manage users who log in to a device but
are still logged in at another device, fhere are three options: login can bedenied, login can be
allowed, or the user can beautomatically logged outfrom the phone at which the user logged in
earlier but did not log out.
Note The Inter-cluster Maximum Login Time relates to the Cisco ExtensionMobility Cross Cluster
(EMCC) feature, which is not part of this lesson
Alphanumeric Cser IDs can be enabled or disabled, and the last logged in usemame ean be
remembered (and presented as a default on the next login) by setting the Remember the Last
User Logged In parameter. finally, call lists can be preserved or clearedat logout, depending
on the setting ofthe Clear Call Log on Intra-Cluster l:M service parameter.
Note These parametersare clusterwide service parametersof the Cisco Extension Mobility
service and can be accessed from Cisco Unified Communications Manager Administration
by choosing System > Service Parameters.
1 he Cisco lAtension Mobility service parameters in detail:

• Maximum Login Time: This sen ice parameter specifies the maximum time that a user is
allowed to be logged in lo a de\ ice. such as 8:00 (8 hours).
Introduang Cisco Voice and Unified Communications Admmistraiiori (ICOMM) vB 0 ©2010 Cisco Systems, Inc
attempted logins by .he s»E^b î oclco Extension Mobiffiy on more
device the first device automatically logs out). _
VaIida,e IP Address:
Communications -isvalidates
Manager -^-Sore^S^^Sg^
the• Pf?™^ jon Mobility cache for the or
logout. Validation is fi.t perfomied aga,ns^ * sourcc js mfound
device to be logged in or logged out If he eJe^ hcckcd agailist the list of
Address, must be set to True for this parameter to take effect.

. tension Mobility Cache Size: This se^cer«2~SZ^ a
,device
P addresses ,ha, can be stored in ^ »*» *
logs in to Cisco Extension Mobility or request alogo p
X This parameter
^^
uorks with the Validate IP Address param*r Wtan ,h Vdate ^
the source that isrequesting login orlogout.

. Alpnanuntcnc User ID: This service parameter specifies whether the user ,0 to be used ,s
alphanumeric ornumeric.
aapnone.
phone
r. rCall Lo£- This service parameter determines whether the call infomiat.on stored on
dê pho?e d^Mssed i P1«d call, received calls) is cleared when auser
manually logs inorout ofa phone.
5-41
Enablement of End User Telephony and Mobility Features
Step 3: Add the Cisco Extension Mobility Phone Service
Navigate to Dc-Wce - > Devic. Settmgs , Phone Seivces

• There are Iwo ways to use Cisco Extension Mobility
As asingle service for login and logout processes
Two series for login and logout, to add extra parameters
Sen ice I Kl : " "4""C amf de!*nplion, and then enter the
Note
.îff^Jraêcure-Semce URL are case-sensitive.
using the «n i,e s ^ ^\^"^ '"""«: S™ UR'- «*• «"«« IP phone that is
^"--ce„Lall/;sx-;s^
5-42
introducing Cisco Vcice and Unified Communications Administrate (ICOMM, v8 0 ©2010 Cisco Systems, Inc
Step 4: Create Default Device Profiles
If multiple IP phone models arc used for Cisco Extension Mobility, default device profiles
should be enabled.
Step 4: Create Default Device Profiles

Navigate to Device >Device Settings >Default Device Profile
To configure adefault device profile, choose Device >Device Scttmgs >Default Dev.ce
Profile in Cisco Unified Communications Manager Administration. The product type (phone
model) and device protocol must be chosen first: then the default device profile for the chosen
phone model and protocol can be configured.
Note The available configuration options depend on the chosen IP phone model and protocol
The default device profile does not include phone button configuration (for example, lines or
features buttons), but It does include the phone button template.
Enablement ofEnd User Telephony and Mobility Features 5^13

Step 5a: Create Device Profiles
1he ne\t Mep is the configuration of device profiles
ivic
Navigate to L)ev:ce >Devce Sellings >0ev.ee Profile
;i Î'jsKt
Ioconfigure dc\ ice profiles, choose Device >Device Settings >Device Profile in Cisco
I mlied ( onimunications Manager Adminislration. After choosing the phone model and
protocol, iiser-.spealie de\ ice configuration parameters can be configured. After the phone
button template is configured, the appropriate buttons can be configured
Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) w8 0 ©2010 Cisco Systems. Inc.
Step 5b: Subscribe Device Profile to Phone Service
The next step is lo subscribe the configured device profile lo the Cisco Hxtension Mobility
phone senice.
Step 5b: Subscribe Device Profile to

Phone Service
In the Device Profile Configuration window, open the

Subscribe/Unsubscribe Services from Related Links:
• Not necessary if enterprise subscriptions are used
1. Choose the Cisco
Extension Mobility
+ - •?*
phone service by
using the name
:®< assigned in Step 3.
Then click Noit
2. Enter the service

name as it should
appear at the phone.
^f
Caution This step is only necessary if the Enterprise Subscription check box in Step 3 is not used
In the Device Profile Configuration window, choose Subscribe/Unsubscribe Services from

the Related Links and click Co. Choose the phone service that was added in Step 3. click Next.
and enter the name with which the phone service should be displayed in the list of phone
seniees at the IP phone when the Services button is pressed. Click Subscribe and then click
Save. The de\ ice profile is now subscribed to the Cisco Extension Mobility service.
Note Ifthe device profile is not subscribed to the Cisco Extension Mobilityservice, users do not
have access to Cisco Extension Mobility phone service after they log in and their device
profile has been applied. As a result, users can no longer log out of Cisco Extension Mobility
at the phone Therefore, subscribe the IP phones (see Step 7b)—and the device profiles—
that were created for Cisco Extension Mobility to the Cisco Extension Mobility phone
service.
>2010 Cisco Systems. Inc Enablement of End User Telephony and Mobility Feaiures 5-45
Step 6: Associate Users with Device Profiles
This step describes how to associate users wilh device profiles.
S":ep 6: Associate Users with Device

Profiles
To add a new end user, go to User fv'anagernent > Lnd User

- Set default profile, if there is more than one controlled profile
,JlIr l r J . „ . „ l , „ „ . 1. Conf gure an end user

-•'=' ["•« — — j^^. and seta PIN for login
c™,.
,,,a
Ic.f "
1,,. •~ *<„,.„
i
.,,.-t~ |;:J. i
.-IC
2 Associate user with one 'f~"~~' <'•"••'>'" j"-'-1''

or more device profiles. | |
L"":1' |w-,:l" ^
In the I-nd Iscr Configuration window (accessible in Cisco Uniiied Communications Manager
Administration b> choosing Tser Management > End I scr). choose the device profile or
profiles that should be associated wilh the user in the list of Available Profiles. Click the down
arrow to add them to the list of Controlled Profiles.
When users lia\ e more than one de\ ice profile associated, they must select the profile that lhe\
want to use afler ihe\ log in with their user credentials. Ihe Default Profile option sets the
selected de\ice profile at the top of the list. This profile is provided to the user for device
profile selection.
5-46 IntroducingCisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc
Step 7a: Configure Phones for Cisco Extension Mobility
Finalh. the phone must be enabled for Cisco Extension Mobility and subscribed to the Cisco
Extension Mobility phone senice. The figure shows the first part ofthis procedure-enabling
Cisco Hxtension Mobility on a phone.
Step 7a: Configure Phones for Cisco

Extension Mobility
Navigate to Device > Phone and enable Cisco

Extension Mobility.
"'"•"•" [;i™«;4.M!?o
C.^fort' JGMM i
l<>™> Enable or disable Cisco

rsF..,,..™
'T^»•,CJBWImi>l•T.• |^4F^»^ mSBO Extension Mobility,
SrfO.. Fî^Mf |5lHFvl*rdUi« choose specific device
C,f^»,Bw«.W,,' jiund« Cm»*. F. „n..**l. J profile or use current
•-•^--j ire* 5p*<« |.N~».
/ device settings for logout
aae Cti.me sunt ^pwv j. Mm . X^| state.
W),t,™.(~lt 1«(.™»
>-
i.CJ<Fj PF0F*C | .. lj|f t jr. ef.1 C*JK* S»rtm3i " J
In the Phone Configuration window (accessible from Cisco Uniiied Communications Manager
Administration by choosing Device >Phone), check the Enable Extension Mobility check
box to enable Cisco Extension Mobility. Choose a specific device profile or the currently
configured device settings to be used during the logoff state. Ifselecting a specific configured
profile, a mapping between the login device and the login profile isretained after the user logs
out. If Use Current Device Settings wereselected, no mapping is retained. The
recommendation is to use the current device settings.
© 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features
Step 7b: Subscribe Phones to Phone Service
Ihe last step ofCisco Extension Mobility configuration is to subscribe the IP plione lo the
Cisco Extension Mobility plione senice.
Step 7b: Subscribe Phones to Phi

Service
In the Phone Configuration window, choose

Si>b3Cribe-J'-subscr,be Services from Related Links to open the
Subscribed Cisco IP Phone Services window.
• Not necessary ifenterprise subscriptions are used
1 Choose the Cisco

ifMflfMWIHflfflJffl Extension Mobility
phone service by
using the name 2. Enter the service
assigned in Step 3, name as it should
®- then click Next. appear at the phone.
mzz~
Caution This step is only necessary if theEnterprise Subscription check box in Step3 isnot used.
Ilie process of subscribing the IPplione to the Cisco Intension Mobilitj service is the same as
the process that wasexpliiined in Step 5. where the device profile wassubscribed to the Cisco
Intension Mobilitj senice. In the Phone Configuration window, choose the related link
Subscribc/l nsubscribc Scnices to open the Subscribed Cisco IP PlioneServices window and
subscribe to the scr\ ice.
5-48 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc
Configuring Call Coverage in Cisco Unified
This topic describes the call coverage features. Call coverage leaturesarc used to ensure that all
incoming calls to Cisco Unified Communications Manager arc answered by someone,
regardless of whether the called number is busy or does not answer.
Call Coverage Overview
Feature j Description
Commonly used tor hoBhe features. For
Shared Lines example, use a second directory number as
a shared fine for the IT hotline.
Barge and cBarge Join an active cal on a shared line.
Pick up calls from a specific directory

Cal Pickup Groups number; for example, to set up a Sales
pickup group.
Park an active call in a previously configured
CaP Park and Directed Call Park cal park directory number range and allow
users to pick up thecal, from other phones.
Hunt Groups Provides basic ACO functionality.
The table in the figure lists the commonly used call coverage features in Cisco Unified
Comniunications Manager. The features are explained in detail on the following pages.
i 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-49
Shared Lines
With a shared line, the same directory number can be applied to two or more devices.
Shared Jnes
When two or more IP phones have the same

directory n umber, a list of device names will be
displayed n the Associated Devices panel.
• •- ' '• •
_. ""^
Enter the same
directory number on
two or more phones
Edit Device |
Edit Ljfte Appearance 1
VA
All dev ices with the same directorv number will ring at the same time when an incoming call
arrives. To configure a shared line, simplv add the same directory number to a second device.
I lie Assouaied Dev ices list shows all devices lhat have the same directory number configured.
All directorv number settings, except the dev ice-specific settings al the button ofthe device
configuration arc applied to all devices that have the same director;' number, for example, call
forward settings can onlv be configured globally for a directory number, while the line text
label on a specific IP phone can be different from another IP phone with the same directorv
number.
Note If the same directory number is configured in different route partitions, these directory
numbers are not shared
5-50 Introduang Cisco Voice and Unified Communications Administration (ICOMMj v6 0 )Z010 Cisco Systems, Inc
Barge and cBarge Service Parameters
Barge and Privacy can be configured from the Service Parameters option, which affects all
shared lines within the Cisco Unified Communications Managercluster. Bargeand Privacy can
also be configured at the Phone Configuration page for the individual phone.
Barge and cBarge Service Parameters
Navigate to System > Service Parameters and select the

Cisco CallManager service:
• The Builtin Bridge Enable service parameter activates the internal IP
phone bridge for Barge.
• Privacy Settings are activated by default to disallow other users on
shared lines to view call information or to barge into calls.
• The Single Button Barge/CBarge Policy parameter allows users to
join active calls on a shared line by pressing the shared line button.
[cS ~Z
_* ]u(f
Navigate to System > Service Parameters under CiscoUnified Communications Manager

Adminislration to configure Barge and Privacy for the cluster. Select the server and then the
Cisco CallManager Service from the Service drop-down menu. The Service Parameters
Configuration page for the Cisco Unified Communications Manager Serviceappears.
isco Unified Communications Manager provides three clustcrwide service parameters:
Built In Bridge tnabie: This service parameter controls the built-in conference bridge
capability.
Privacy Setting: This service parameter controls the Privacy feature.
Single Button Barge/cBarge Policy:This serviceparameter activateseither the Bargeor
cBarge feature by pressing the remote in-use line button on the IP phone.
he following are more details about each parameter:

Built In Bridge Enable: The default for this service parameter is Off. fhis parameter
enables or disables the built-in conference bridge capability for phones that use the Barge
sofikev. Set this parameter for each server in a cluster that has the Cisco Unified
Communications Manager Service and Barge configured.
Privacy Setting: The default for this service parameter is True. This parameter enables or
disables the Privacy feature for phone users who do not want to display information on
shared-line appearances. Set this parameter for each server in a cluster that has the Cisco
(inified Communications Manager Service and Privacy configured.
>2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features
• Single Button Barge/cBarge Policy: Thedefault forthisservice parameter is Off. This
parameter enables or disables the Barge or cBarge feature by pressing only the remote in-
ttse line button on the IP plione. When the line button is pressed, the Barge orcBarge
feature is automaticallv activated.
Sei the Prix acv Settings to false and activate the Build In Bridge to insure thai Barge will work,
for cBarge. configure a media resource with conferencing capabilities.
Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc
Barge and cBarge Softkeys
With the Barge and cBarge softkeys. endusers areable to access these features.
Barge and cBarge Softkeys
Navigate to Phones > Device Settings > Softkey Template

%»
2. Configure the
Remote in Use layout
with Barge or cBarge.
As previously stated, end users can use the Barge softkey in the remote in-use call state. Create
a new softkev template or modify an existing softkey template with the Barge or cBarge
feature. Both features can be active in a single softkey template. Navigate to Phones > Device
Settings > Softkey Template and click ("onfigure Softkey Layout. Select the Remote in I'se
call state and add Barge. cBarge, or both lo the softkey template. When finished, click Save.
>2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-53
Barge and cBarge Configuration
In order to use the Barge or cBarge feature, someconfiguration is required on the device or
device profile.
Barge and cBarge Confi<jurat.os

in.- w u Configure the softkey
j-F,.,,,-,^. template on the device.
• Privacy and Single Button • frs:;, ~~y ^r-
Barge can be configured on- -
.:..
Device or Device Profile
• h„ „„.^f •-"
Device Pool
Service Parameters L"? is'"'JjiJ --•'•»«f«."i' i
- The Built In Bridge can be ;"",

'" { N:r,> -
{,»,..>
configured on the device
• To use the values that were
configured in the Service °.].L _J_- .-' F-- - ._~
f' iw„i
Parameter use Default *"* ~''t"
:
1C.,(»UII
• For cBarge, verify that a ££•"" •'"••»"• I- •• I- ; .'.iftiFjj -
Conference Bridge is
configured in the Media ^ j,.™ ___
Resource Group List. Z'.Z'' ••'••"•''
^
"•"• ' "' ' ^'•"1

'£?-'."'" " [r-«..* ,
To allow users to access the Barge or cBarge feature, add the previously configured softkey
template on the device or dev iee profile.
In addition to setting these parameters clusterwide through the Service Parameters, the Built-in
Bridge and Privacv settings can be configured at the device level (device or device profile) or
in a device pool. Ifthe device-level settings are set lo default, the device will use the
clusterwide parameters. If il is set to On or Off. it will override the clusterwide parameters and
use the local setting instead.
Anv changes that are made to the Phone Configuration page requires the administrator to
perform a Save and Apply Config of the plione.
Introduang Cisco Voice and Unified Communicalions Administration (ICOMM] v8 0 ©2010 Cisco Systems, Inc
Group Pickup Configuration
Call Pickup allow s a phone user to answer a call that is ringing on another phone.
Group Pickup Configuration
Navigate to Call Routing > Call Pickup Group

1 Create or modify sn
J existing Call Pickup group.
2 Configure Notification
Settings.
3. (Optional] Associate with

other Call Pickup Groups.
I am
From the Find and ListCall Pickup Groupspage, click Add New. A new Call Pickup
Configuration page appears. Enter a name, number, and description forthe new Call Pickup
group. Inthe example. 5002 has been selected forthe Sales Call Pickup group. Unlike many
number assignments in Cisco Unified Communications Manager Administration, Call Pickup
group numbers cannot contain wildcards. TheCall Pickup group numbers arenormally placed
intothe same partition as the partition forthe directory numbers for the phones in the group.
Forexample, ifthe phones inthepickup group arein the HQ-Phones partition, the pickup
group numberwill also be in the HQ-Phoncs partition.
There may be a reason lo restrict access to the pickup group. If this restriction is desired, place
Ihe Call Pickup group number in a separate partition, and then placethe partition in a calling
search space (CSS) to which only the phones in the Call Pickup group are assigned. By
restricting access inthis manner, only phones in the specific pickup group can retrieve calls
ringing in that group.
Optional!;. the administrator can associate other Call Pickup groups to thenewly created Call
Pickup group. This screen is only visible when the initial configuration for the newCall Pickup
group is done and theSavebutton is clicked. Associating another Call Pickup group allows end
users to use the Other Pickup feature, which was explained in the lesson"'Understanding
Telephonv Features" in this module.
) 2010 Cisco Systems. Inc. Enablement of End User Telepnony and Mobility Features 5-55
Configuring the Softkey Template for Call Pickup Groups
Lnd users can access Call Pickup features using sofikev templates.
'ickup Groi
The Pickup softkeys can be applied to On Hook and Off

Hook call states
Create different softkey templates for different user groups.

For example, users without an associated Call Pickup
group do not need the OPickUp softkey.
fo enable the different softkey features for end users, the administrator must add the desired
pickup sofikev to a softke; template. Navigate to Device > Device Settings > Softkcv
Template, select or adda softke; template, and choose the Configure Softkey Lavout link.
The pickup softke; s (PickUp. GPickl Ip. OPickUp) can he added in the OITIlook or On Hook
call state. When read;, click Sa\e and apply the softkey template loan IP phone or device
profile.
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] v3.0 ©2010 Cisco Systems, Inc.
Assign a Directory Number for a Call Pickup Group
Once the pickup group has been created, the administrator needs to assign the directory
numbers to the group.
Assign a Directory Number

for Call Pickup Group
Navigate to Call Routing > Directory Number
Add the desired DN to i

Call Pickup group.
9^ (Optional) Change
Ihe Audio Alert
Settings for Call
z 1 Pickup groups.
When Call Pickup Group AudioAlert Settings are set to Use System
Default, the Cisco CallManager service parameter settings are used:
Theconfiguration is completed at the line level, through the Director;' Number Configuration
page. Navigate toCall Routing >Directory Number. In the example in the figure, the Call
Pickup group is Sales inHQ-Phones partition. The Call Pickup Group Audio Alert Setting for
the phone idle or phone active state determines the type of notification an incoming call sends
to members of a Call Pickup group. Ifthe called phone does notanswer, the phones in the Call
Pickup group that are idle will either hear a short ring (ring once) orhear nothing (disabled).
Thephones in the Call Pickup group that arebusy will cither hear a beep (beep beep) or hear
nothing (disabled).
mm
)2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features
Call Park and Directed Call Park Configuration
From the Cisco (.inified Communications Manager Administration window, choose Call
Routing >Call Park to begin the Call Park configuration, orchoose Call Routing >Directed
Call Park to begin ihe Directed Call Park configuration.
I Park and Directed

ifiguration
•- A number or range can

be configured.
Define a reversion number

vAien a parted call 15 nol
received
Navigate to CaH Rout*13 • Gaî Park or Dnecttvcj Coll Pssk

Service parameters can be configured inthe CallManagerservice:
For Call Park and

^ Directed Call Park, seta
timer when a parked call
is not received.
The Park softkey is configured by default in the connected line state.
Cisco I [ni:led Communications Manager docs not automatically know what number lo use for
Call Park retrieval. Ihe administrator must configure it. Theadministrator must set up the cal!
park number, numbers, or range of numbers. These may be individual numbers, but tlicy are
normallv configured in a range. That means that the administrator can set up onecall park
number or a range of call park numbers, using the wildcard techniques, for example, enter
101X to create a number range from HUOlo 1019.
A call park numberor rangeof numbers is normallv assigned to a partition. This numbercould
he in the same partition as the internal extensions or different ranges can be placed in difierent
partitions, h can therefore be arranged that onlv certainphones or userscan pick up parked
calls from a certain number range, fhis functionality is a security feature, vvliich could apply to
levels of management or different departments in a companv.
A range of call park numbers must be assigned to each Cisco Unified Communications
Manager in ihe cluster that will be managing call processing. Park /.ones are issued to calls
from the Cisco Inified Communications Manager server to which the phone is registered.
While there will be different numberranges for each Cisco I'nified Communications Manager,
the call can be picked up bv anv phone, regardless ofthe Cisco Unified Communications
Manager to which the retrieving phone is registered. This situation is another reason why the
person placing the call on park must note the park number, fhis number will clear from the
display in 10 seconds bv default. When a call in a park slot is not received from Call Park
within a specified amount of time, the call is sent back to the original called parly. Ry default.
this timer is set 10 6(1 seconds. Both the Call Park Displav Timer and the Call Park Reversion
Timer can be configured in the Cisco Unified Communications Manager Service parameters.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
When Call Park is selected from an IP phone, Cisco Unified Communications Manager
automaticallv assigns acall park number and puts the caller on asystem hold. In Call Park, the
user does not get to choose the call park number. However, Directed Call Park allows the IP
phone user todecide what number isassigned tothe caller.
There is also an additional option for the Directed Call Park feature. As mentioned earlier in
this section on Call Park, ifthe parked call is not picked up in 60 seconds, itwill be redirected
to the original phone. In Directed Call Park, the administrator has the option ofdirecting the
call toanother extension. This option is referred toas a reversion number and can be configured
differently for each call park number or range.
The Directed Call Park feature is accessed differently than the Call Parkfeature. Directed Call
Park does not use a softkey. Instead, it uses the transfer softkey todirect the caller lothe
directed call parknumber specified by the IP phone user.
'Io configure a new directed call park number orrange, enter a number or range in the Number
field. Choose a reversion number. Thisnumber may be the operator, for example. A retrieval
prefix allows for easy pickup. In the example in the preceding figure, the call can be retrieved
by choosing 8.
12010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features
Add the BLF Directed Call Park Feature
In addition to the Directed Call Park feature, the administrator can define a busy lamp field
(BLF) button on an IP phone to monitor a Directed Call Park number.
.dd Cai
• Modify or add a new phone buttontemplate.

Use the Call Park BLF
feature
rr^r
-3 [7-™
• Add the phone button template to a device and set the BLF Directed
Call Park
^WL«B»RÔI»r»JC«,IPlirkfsi^»r«iMSI!«1024C4^MEBa
To configure the Call Park BLF feature, modifv or adda new phone button template andadd
the Call Park Bl F feature as shown in the figure. Navigate to Device > Device Settings >
Phone Button Template and modify or create a new phone button template. Usethe Call Park
Bl F feature and click Save. Associate an IP plione or device profile with thisplione button
template. \a\ igate to Dev ice > Phone or Device> DeviceSettings > Device Profilesand
select eithera dev ice or dev ice profile. When the phone button template is applied to an IP
phone or dev ice profile, click the Call Park BLF button in llie device configuration to add the
Directed ( all Park number that should be monitored. Then, add a label, which isdisplayed on
the enddev ice. FinalK. savethisCall Park Rl F with the Save button andclose the Busy Lamp
Field Directed Call Parkconfiguration window. Save the device configuration with the Save
button and then press Apply Config to reset the dev ice or device profile.
Note Only a single Directed Call Park number can be monitored with the Call Park BLF feature.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Hunt Configuration Steps
Hunt groups allow incoming calls to aspecific number (pilot number) to be directed to a
defined group of extension numbers.
Hunt Configuration Steps
1 Add line groups and associate directory numbers.

2 Configure hunt lists and add line groups.
3 Set a hunt pilot and define Forward Hunt settings.
4 Define service parameters and set the Login/Logout
feature.
The figure lists the steps that are required to configure ahunt group in Cisco Unified
Communications Manager. The steps are explained indetail onthe following pages.
Step 1; Add a Line Group
Begin the configuration ol hunt groups by creating a line group. The line group will contain llie
directorv numbers that will be used within the hunt group, fhe line group includes the
distribution algorithm as well as the various hunt options.
1: Add Line Group Groui
Modify or add a new
The membership in a line group is visible in the directory

number configuration.
Io create a line group, choose Routt- Plan > Route/Hunt > Line Croup inCisco Unified
Communications Manager Administration. Add anew line group ormodify an existing one.
Filter a name and select a distribution algorithm and hunt option. Fhe following distribution
algorithms are a\ailable:
• Top Down: Fhis distribution algorithm distributes a call lo idle or available members
starting from the first idle or available member of a line group to llie last idle or available
member.
• Circular: Ihis distribution algorithm distributes a call loidle oravailable members starting
from the (n-H )th member of a line group, where the nth member is the member lo which
Cisco Unified Communications Manager most recently extended a call. Ifthe nth member
is tile last member of a line group. Cisco IIni lied Communicalions Manager distributes the
cal! starting from the top of the line group.
• Longest Idle Time: This distribution algorithm distributes a call to idle members of the
line group starling from the member who has been idle lorthe longest period to the
member who has been idle for Ihe shortest period.
• Broadcast: Distributes a call to all idle or available members of a line group
simultaneous!}.
Optional!}, change the Ring No Answer (RNA) reversion timeout, llie RNA Reversion
Iimeout defines the time inseconds after which Cisco Unified Communications Manager will
distribute a call to the next available oridle member oflhis line group or tothe next line group
ifthe call is not answered. Ifthe first hunt option, frv next member, is nol answered, then the
tievt group in the hum list is chosen. The RNA Reversion Timeout applies al the line-group
level to all members.
After trving aline group member, in the event of no answer, busy, or not available how
hunting continues depends on the line group hunt option. That action is configured per event
(no answer, busy, and not available) as follows:
l Trv Next Member, Then, Try Next Group in Hunt List (Default): Sends the call to the
next idle or available member of this line group, irno more members arc available in this
line group, go to the next line group configured in the hunt list. Ifno more line groups are
available, hunting stops.
• Trv Next Member, but Do Not Go to Next Group: Sends the call to the next idle or
available member ofthis line group. Ifno more members are available in this line group,
hunting stops.
• Skip Remaining Members, and Go Directly to Next Group: Sends the call to the next
line group. Ifno more line groups arc available, hunting stops.
• Stop Hunting: Stops the hunting process.
To complete this task, highlight the various directory numbers (use the shift or control key to
select multiple directorv numbers) from the Available DN/Route Partition field in the Line
Group Configuration page. Click Add to Line Group. The directory numbers that were
selected will now be displayed in the Selected DN/Route Partition field.
Use the up and down arrows to the right ofthis field to change the order. Ifthe administrator
wants to remove adirectorv number from the line group, click the down arrow below the field.
The director}- number will then be displayed in the Removed DN/Roulc Partition field. When
finished, click Save.
art
)2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-63
Step 2: Configure Hunt Lists
Ahunt list comprises acollection ofdirector} numbers as defined by line groups Alter Cisco
nif,ed Comnuimealions Manager determines thai acall is lo be routed through adefined hunt
list, it finds the first available dev ice based on the order ofthe line group or (-roups that are
defined in a hunt list.
Step 2: Configure Hunt Lisl
Modify or add a new hunt list:
Ahunt list is a set ofline groups that are amiuged in a specific order. Fach bunt lisl should
have at least one line group, and each line group should include at least one directory number.
However, a single-line group can appear in multiple hum lists. The hunt list is then associated
with one or more hunt pilots.
Ilunt lists dcterniine the order in which the various line groups are accessed. Fhe order controls
the progress ofthe search for available director} numbers for incoming calls.
To add a hunt list. na\ igatc toCall Routing > Koule/llunt > Hunt List from Cisco Unified
Communications Manager Administration. Add anew hunt list or modify an existing hunt list.
from the Hunt 1^Configuration page, enter anew name and description for the hunt list and
select aCisco 1'nified Communications Manager (iroup from ihe drop-down menu. Click
Save.
Note Once a hunt list is created, it will register with Cisco Unified Communications Manager. If the
administrator makes any changes to thehunt list, itis necessary to perform a reset.
Provide a name and description for the hunt lisl. Then select a Cisco Uniiied Communications
Manager (iroup to which the hunt lisl will register. Click Save. The Hunt Fist Configuration
page appears.
The hunt list is created, but needs to he associated with the desired line groups. From the Ilunt
List Configuration page, click the Add Line Group button. Fhe Hunt Lisl Detail Configuration
window will appear.
From the Hunt List Detail Configuration page, select the desired line group from the line group
drop-down menu. Click the Save button. The line group that was added is now visible in the
Selected Group field ofthe Hunt Fist Configuration page for thai hunt list. To add more line
groups to this lisl. click the Add Line Group button and repeat the procedure for selecting line
groups. When finished, click the Save button. Click the Reset button to reset the hunt list.
Verify that the hunt list is registered.
>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features
Step 3a: Set Hunt Pilot
Ahunt pilot comprises a siring ofdigits and a set ofassociated digit manipulations that route
calls to a prev iousl} configured hunt list.
i. Set Hunt Pil
Modify or add a new hunt pilot:

I Set a DN and a
route partition
«.. f\ ~
_l
2. Associate witil
_
a hunt list.
--.
-L- '" J-
•>**---•••-'
^ 3 Add an alerting
name tor calls
To add a hunt pilot, choose Call Routing > Route/Hunt > Hunt Pilot from Cisco Unified
Communications Manager Administration. Add a new hunt pilot or modify an existing hunt
pilot.
lintera hunt pilot number andassociate the number to a route partition. Verity that the selected
route partition is member of a CSS that is reachable from the IP phones or from the public
switched telephone network (PSTN) from which the hunt pilot numbercan be called. Choosea
hunt list to determine where the hunt pilot should route incoming calls. Finally, definean
Alerting Name for incoming calls.
Intrcduang Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems. Inc
Step 3b: Set Hunt Forwarding
Ifan incoming call to ahunt pilot cannot be answered, the administrator can define Hunt
Forw ard Settings. This situation may occur when all line group members are busy or no
member answers the incoming call.
Step 3b: Set Hunt Forwarding
Hunt Forward Settings for the Hunt Pilot

• Ifa user is forwarded to a hunt pilot and no line group member
answers or all members are busy, final destinations can be
configured:
Check the Personal Preferences check box to use the Call
Forward No Coverage of the forwarding phone.
- Add a Destination and CSS on hunt pilots to send callers to an
operator or voice mail.
Add the hunt pilot to a

-^J Call Pickup group.
Specify the maximum

hunt timer
Default1 1500 sec
Use the Ilunt Forward Settings to configure forwarding of hunt pilot numbers when a call
cannot be answered or all members are busy. The UsePersonal Preferences checkbox allows
you to use the personal Call Forward No Coverage (CFNC) feature in the Director}' Number
Configuration window, when an IP phone user has forwarded all calls to a hunt pilot. When the
Use Personal Preferences Checkbox is checked anda call is forwarded to thehunt pilot, the
Cisco Unified Communications Manager ignores any numbers in the Destination field. When
using an extension where calls should be forwarded (for example, another hunt pilot, voice
mail, oroperator number), type the number inthe Destination field and define the CSS. This
CSS will be used when Forward HuntNo Answeror Forward Hunt Busy are configured with a
destination. Forthe Use Personal Preferences check box, the CSS ofthe CFNC in the director}
numberconfiguration windowwill be used.
i 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-67
Step 4: Service Parameters and Login and Logout Feature
This figure shows how to configure service parameters for the Hunt (iroup feature and how to
enable the logon and logofffeature lor hunt groups.
Step 4; Service Parameters

and Login and Logout Feat
Hunt group service parameters can be configured in the Cisco

CallManager service: Activate this to use Ihe
configured pickup group of
Ihe directory number in a line
A group
Specify an audio file thai

15played to a logged out
userwtien hunt call
The Hunt Group Logout feature can be arrives
configured in the phone button template

or in the softkey template;
To set service parameters for hunt groups, choose System > Service Parameters. Select a
serverand then the Cisco CallManager Service. When enabled, the Use Pickup Groupof Line
Group Member DN allows the usage ofthe Call Pickup group that is configured on the
director} numberof the line group member. Willi the broadcast algorithm as the linegroup
algorithm, onlv ihe Call Pickup group ofthe limit pilot number will be used. In other words, for
the broadcast algorithm. Cisco Unified Communicalions Manager will alwavs consider this
parameter as set to False e\ en if it is set to True.
The Hunt Group Logoff Notification parameter specifies the name ofthe ring tone file that IP
phones plav when a member of a line group has logged off. This tone alerts a logged-off user
that there is an incoming call to a hunt list of which the line is a member, but the call will nol
ring the phone of that line group member because of the logged-offstatus.This feature proves
useful in situations where users have logged off to go to lunch or attend a meeting. For
example, upon returning to the desk the} will be reminded by the Lone to log in again. The
default. None, indicates no ring tone.
To activate the login and logout feature for hunt groups, navigate to Device > Device Settings
> Phone Button Template and select an existing phone button template or create a new one.
Add the Ilunt Ciroup Logout feature to the phone button template. Save the phone button
template with the Save button and apply it to a device or device profile. Once the device is
conligured with the new phone button template and reset, the button is available on the device.
Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems. Inc
Configuring Intercom Functionality in Cisco
"Fhis topic describes the intercom functionality. There are three steps tobe taken toconfigure
the Intercom feature.
Intercom Configuration Steps
1 Create intercom partitions.

2 Verify or change intercom calling search space.
3 Create intercom directory numbers.
Follow these steps to configure the Intercom feature:

Step 1 Create an intercom partition.
Note When creating an intercom partition, the Cisco Unified Communications Manager will
automatically generate a corresponding intercom CSS with the same name {extended by the
text "_GEN") that includes this new intercom partition.
Step 2 Verify the automatically generated intercom CSS. or, optionally, replace it with a
customized intercom CSS.
Note Customized intercom CSSs are only required if an intercom phone button should support
multiple intercom targets and if access control is required in order to limitthe targets that are
available to the intercom phone button. The automatically generated intercom CSS does not
need to be changed for a standard implementation of point-to-point intercom lines.
Step 3 Create the intercom directory numbers.
© 2010 Cisco Systems, Inc. Enablemenl of End User Telephony and Mobility Features 5-69
Step 1: Create Intercom Partitions
First, the intercom partition must be created.
Navigate to Ca!i Routing > Intercom > intercom Route

Partition
• Intercom partitions are created like normal partitions are created.

- Define a name and an optional description.
Choose Call Routing > Intercom > Intercom Route Partition lo add one or more intercom
partitions. Intercom partitions are created in the same way as nonnal partitions. Fnterthe
partition name and description, which should be separated by a comma.
Step 2* Intercom Calling Search Space
After creating one or more intercom partitions, one intercom CSS is automatically created per
intercom partition
If required, intercom CSSs can be customized manually.
Step 2: Intercom Calling Search Space

Navigate to Call Routing >Intercom >Intercom
Calling Search Space
• Intercom CSSs are created automatically.
• Modify the Intercom CSS if other dial plan requirements are
necessary.
*A CaWftg VEflifh SB* t mtpt*rt«i«« ,
• ««M- ht.P«Mnf.snt
<* flnfHtor. IT P*FWmn_'>FF*
P,m"'
r im.rt ™«««f-m.»'-
To manage intercom CSSs. choose Call Routing >Intercom >Intercom Call.ng Search
Space This configuration is only required if an intercom phone button should support multiple
intercom targets and if access control is required in order to limit the targets that are available
to the intercom phone button. The figure shows the intercom CSS lhat was automat,cally
created after the partition was added inthe previous step.
Enablementof End User Telephonyand Mobility Features

©2010 Cisco Systems. Inc
Step 3: Create Intercom Directory Number
The next step is to create intercom directorv numbers.
Step 3: Create Intercom Directory
Configure a phone button template with a intercom line;
Select a phone and apply the phone button template and edit
the intercom line settings:
1 Define an Intercom directory
number and use the created roule
partition arid CSS
3 Use Speed Dial

parameter for point-
to-point Intercom
Li*_rr_j
2 Configure tne
device name
First of all. create aphone button template that includes an Intercom Line as shown in the
figure (_ hoose Dev ice >Dev ice Setting >Phone Button Template and add anew phone
button template or modifv an existing one. Select the Intercom feature and click Save.
Applv this phone button template to adev ice. Choose D« ice >Phones and select the desired
phone or create anew one. Change the used plume button template on llie dev ice to the new tv
created or changed phone button template. Click Save and Apply Config.
An emptv intercom line is mm shown in the device configuration window. Click at the
ntercom line to open the intercom directorv number configuration window. Filter an Intercom
Directon Number: select the prcv iouslv configured Route Partition and CSS Set the Default
Activated Dev ,cc to the dev ice name for the dev ice that should use the intercom line Finallv
select aSpeed Dtal enirv to allow auser to open aspeed-dialed connection when he presses'the
intercom line on his IP phone. Will, a speed dial enlrv. the end user cannot dial anv oilier '
intercom directorv number. Without aspeed dial, the end user must dial ihc desired intercom
destination, \\ hen finished, click Save and Apply Config.
5-72 Introducing Cisco Voice and Unified Communications Administration (ICOMM) V8 0 ©2010 Cisco Systems. Inc
Configuring Native Cisco Unified
Communications Manager Presence
This topic describes how to enable support for native Cisco Unified Communicalions Manager
presence.
Configuring Speed Dial BLF
1 Modify phone button templates to include presence-

enabled speed-dial buttons.
2 Apply phone button templates to phones.
3 Configure presence-enabled speed-dial buttons.
The configuration procedure for presence in Cisco Unified Communicalions Manager includes
the following steps to activate speed-dial BLF:
Step 1 Customize phone buttontemplates to includespeed-dial BLF buttons.
Step 2 Applv phone button templates to phones.
Step 3 Configure speed dial BLF buttons.
Step 1: Modify Phone Button Template
The first step isthe configuration of a phone button template, as shown inthe figure.
ify Phone But
Navigate to Device > Device Settings > Phone Button

Template
Configure presence-
enabled speed-dial buttons
in phone button template.
To configure a plione button template that includes speed-dial RI.Fs. choose Device > Device
Settings > Phone Button Template and add a new template or copy one ofthe default phone
button templates and save il with a new name. Configure the phone button template with the
desired number of speed-dial Rl Fs.
Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Step 2: Apply the Phone Button Template to Phones
The figure shows how a phone button template isapplied toan IP phone.
Step 2: Apply the Phone Button

Template to Phones
Navigate to Device > Phone:
Device »nrt»iah MLF
-iriDTJ HBniqti 10 1.1.1
it,.,-, *wi* orisun
_!
$tfrir* rtmfJaV * i,,^,. , ^^^^

C.ervrm r-^'j B'Ert* ^1^4)4 Cnmnwn It^ra »rof4*
^"^^ Assign phone button
| template tothe phone.
Assign the previously configured phone button template to the IP phone thatshould be
configured for speed-dial BLFs. Goto the Phone Configuration window andselectthe
appropriate template from the Phone Button Template drop-down lisl.
>2Q1G Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-75
Step 3: Configure Presence-Enabled Speed-Dial Buttons
The figure shows the configuration of a speed-dial BLF.
ngure rn
Mai Bui
Navigate to Phone Configurator,:
1 In the Phone Configuration

window, click links '.a add s
press nee-enabled speed dial
After the new phone button template has been applied, the speed-dial BI.F buttons arc
displaved in the Association Information area ofthe Phone Configuration window. The phone
now has the capability to use buttons lor speed-dial Ill.F. but in order to use the buttons that
wav. the bullous must be configured appropriately. To configure speed-dial BLFs, click the
Add a new BLF-SD link and the Busy Lamp Field Speed Dial Configuration window opens.
In tins window, configure the target {thai is. the presence entity to be watched) of the speed-dial
BLF button and a label that will be displaved on the phone screen next to the corresponding
button.
Enable Presence-Enabled Call Lists
Ifcall lists should also provide presence infomiation. the appropriate enterprise parameter must
be enabled, as shown in the figure.
Enable Presence-Enabled Call Lists
Navigate to System > Enterprise Parameters
After changing the BLF For Call Lists enterprise parameter toEnabled, all phones that support
presence-enabled call lists must be reset in order for the change to become effective.
i 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features
Presence Policy Example: Subscribe CSS
The diagram illustrates a presence policv example that is based on partitions and Subscribe
CSSs.
Presence Policy Example: Subscribe C^
CSSs
Phonel
C-1 P-1 P-2
C-2 P-1 P-2 P-3
C-3 P-1
Phone 1
Subscribe CSS
flie configuration consists of three CSSs: C-l contains partitions P-I and P-2. C-2 contains
partitions P-L P-2. and P-3. C-3 contains onlv partition P-I.
Phone I haspartition P-l applied to its line, which is conligured with directory number lOOl.
CSS C-1 is assigned lo phone 1.
Phone 2 has partition P-2appliedlo its line, which is configured withdirectorv number 1002.
CSS C-2 is assigned to phone 2.
A SIP phone wilh number 1003 can be reached through a SIP trunk. Thecorresponding route
pattern 8.1003 is in partition P-3. CSS C-3 is assigned to the SIP trunk.
fhe effecti\ e peniiissions for presence subscriptions are as follows; Phone I is allowed to
watch the status of 1002 but not that ol'1003. Phone 2 is allowed to watch both otherphones.
Phone 3 is allowed to subscribe to presence information of 1001 but not of 1002.
Note The CSS in the figure refers to the standard CSS that is used for the implementation of
calling privileges The CSSs are not relevant for the discussion of presence subscription
permissions, but because they also depend on the configured partitions, they are added
here to illustrate that they must be considered in the overall configuration
Partitions and Subscribe CSSs apply to both presence-enabled speed dials and presence-
enabled call lists
Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 >2010 Cisco Systems, Inc
Assign Subscribe CSSs to Phones and SIP Trunks
The first two steps ofimplementing presence policies are based on partitions and Subscribe
CSSs. Creating partitions and CSSs are not shown, because configuring them is a prerequisite
for this course.
Assign Subscnbe CSSs to Phones and

SIP Trunks
Create CSS and partitions for subscription in Call

Routing > Class cf Control menu.
Device > Phone
>-Pr*taca1 Specirtr lotprnkflUVII

Parte! C»|rtutM44t* N«> v
P«lfft Capfcjr* Ogi-*fa0h 0
PftJfnc* SrMjp" ^tjndi fl P.fH*ri» flFOUp v
[>•W S«-UKr Pralfa * r.™ -F^ftrJ ^tind4Fd *" t *,, S«,F» CFJ.J- v
j!uB?c»iM«r,a»,^*a M»" <«.« *
^- Un*tt«rid*d Port
C-J
Apply Subscribe
J CSS to trunks.
The figure shows how CSSs arcassigned to Cisco Unified IPphones and SIP trunks as
Subscribe CSSs.
)2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-79
Presence Policy Example: Presence Groups
Ihe diagram illustrates a presence policv example that is based on presence groups.
Presence Policy Example:

Presence Groups:
G-2 to G-3 Permitted
G-3toG-1 Permitted
Rest Denied
-
Permitted Permitted
Denied -
Permitted
Permitted Oenied _
Ihe configuration uses three presence groups: G-l. G-2. and G-3. Inlerpresence group
subscriptions are pemiitted from G-2 to G-3 and from G-3 to G-1. All other interprcsenee
group subscriptions are denied.
Phone I has presence group G-I applied to its line, which is configured with directory number
1001. Presence group G-2 is assigned to plione I.
Phone 2 has presence group G-2 applied to its line, vvliich is configured with directory number
1002. Presence group G-2 is also assigned lo plione 2.
A SiP phone with number 1003 can be reached through a SIP trunk. Presence group G-3 is
assigned to the SIP trunk.
fhe effective peniiissions for presence subscriptions arc as follows: Phone 1 is allowed to
watch the status of 1002 and 1003. Plione 2 is allowed to watch 1003 but not 1001. Phone 3 is
allowed to subscribe to presence information of 1001 but not of 1002.
Introducing Cisco Voice and Unifed Communications Adminislralion (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
Presence Group Configuration Steps
'fhis fieurc shows the configuration steps for presence groups.
Presence Group Configuration Steps
1 Configure presence groups.

2 Set the default ihterpresence group policy.
3 Assign presence groups to lines, phones, and SIP trunks.
Implement presence policies that arc based onpresence groups asfollows:

Step 1 Configure presence groups.
Step 2 Set the default interprcsence group policy.
Step 3 Assign presence groups to lines, phones, and SIP trunks.
Step 1: Configure Presence Groups
flie first step when implementing presence groups is to add and configure presence groups, a:
shown in the figure.
»tep 1: Configure Presence
Navigate to System > Presence Group Enter name and

description for
presence group.
PrH«» Gr»» CvnltnuraltHi £*l4totf L«*a: fjpiPjgiii
3ST
Individually configured
--^ permission toward
listed presence group.
Permission lo unlisted
presence groups are
determined by system
default
Presence groups can be added and configured by choosing System > Presence Croup. One
presence group exists bv default and cannot be deleted; it is called the Standard Presence
Group. All phones, lines, and SIP trunks aremembers of llie Standard Presence Group by
default. The Standard Presence Group can be modified in the same way thaiihepermissions to
other groups can be set. but it cannot be deleted.
When adding a new presence group, entera Name and Description and configure the
permission for subscriptions towardother presence groups. The permission does not have to be
entered towardall other presence groups. The permission for subscriptions toward
unconfigured presence groups will be determined by system default, which is configurable as a
Cisco CallManager serv iee parameter.
Note Subscription permissions are configured in a unidirectional manner between pairs of

presence groups It is possible to permit subscriptions from one group to another and to
deny subscriptions in the opposite direction.
5-82 Intrcducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems, Inc
Step 2: Set the Default Interpresence Group Policy
The figure shows the configuration ofthe default interpresence group policy.
Step 2: Set the Default Interpresence

Group Policy
Service parameters can be configured in the Cisco

CallManager service:
- CMttaidc P.r»mM«r«(Sv#lm - PfM*nc*l-
-fsr-rr Si.tKici'cr 'IjWira 'frtij-S'il ' iSCCC
Set the Default Inter-

Presence Group
Subscription value.
The Default Inter-Presence Group Subscription value

specifies the system default for presence subscriptions
toward presence groups forwhich no explicit permission has
been configured.
The Default Intcr-Prcsence Group Subscription service parameter specifies the system default
for presence subscriptions. Thesystem default is applied for subscriptions toward presence
groups for which noexplicit permission has been set in theconfiguration ofthe presence group
from which the subscription request was sourced.
The DefaultInter-Presence Group Subscription parameteris a service parameter ofthe Cisco
CallManager Serviceand is configured from System > Service Parameter.
Step 3a: Assign Presence Groups to Lines and Phones
The figure shows how a presence group is applied to lines and phones.
Step 3a: Assign Presence Groups
Navigate to Device > Phone
Call Routine
Directory Number
Assign presence group to
directory number (in
presence entity role)
Presence groups allow the implementation of presence policiesby checking the pennission for
subscriptions going from one presence group to anotherpresence group. Fach subscriberand
each presence entity must be in a presence group.
The IP phone itselfgenerates subscriptions (when presence-enabled speed dials or presence-
enabledcall lists are used) and their directorv numbers can be watched by other subscribers.
Therefore, presence groups arc applied to the phone in fhe roleof a subscriber and to all plione
lines in the role of a presence entitv.
Note By default, all IP phones and all lines are in the Standard Presence Group
Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) w8 0 '2010 Cisco Systems, Inc
Step 3b: Assign a Presence Group to a SIP Trunk
The figure shows how apresence group is applied to aSIP trunk.
Step 3b: Assign a Presence Group to

SIP Trunk
Navigate to Device > Trunk

• The presence group configured on a SIP trunk applies to
subscriptions being sent out and subscriptions being received
on the trunk.
-*IP f«#iwm*t»»n
t,,-™™ UJF«,
Assign presence
.J tr-sfrT**..*,*<!• . 5 an SUV
M'F PFtFFFF^d Off^" *r,r..«-
I*.,™, •-,.„«.• .a«rfWdK..™.in™p '»

A group to SIP trunk.
SlfTrW W « > «*u.'
*\Fl 5*4F*
The same presence
&ui-o< ^*itb s«*w
-"..»
"
group is used in
• watcher and presence
m: Spaced •
| entity role.
0 pFBtBF*n»
Cisco Unified Communications Manager can send subscribe out messages on a SIP trunk when
watching apresence entity located on the other side ofthe trunk. Cisco Unified
Communications Manage'r can receive subscriptions on aSIP trunk when alocal directory-
number iswatched over the SIP trunk by a subscriber that islocated on the other side ofthe
trunk. The trunk, therefore, can act asboth a subscriber and presence entity. On a SIP trunk,
only one presence group can be configured. Therefore, this single presence group applies lo
sending subscriptions aswell asreceiving subscriptions.
Configuring Cisco Unified Communications
Manager Express Features
1his topic describes how to configure features in the Cisco Unified Communications Manager
L\press. c
:isco Extension Mobility
The voice logout profile sets the parameters for the ephone when no
user is logged in
Avoice userprofile overlays the user settings on an ephone.
voice logout-profile 3
number 2001 type normal
voice user-profile 5
number 2003 type normal
number 2004 type beep-ring
user mblack password cisco
speed-dial 1 0040413267199 label Hum
ephone 1
mac-address 0001.A330.D53B
type 7 965
ip http Eerver
telephony-service
url authentication url sacretname pa awrd
authentication credentials flecretnam e psswrd
voice user-profile 1
Auser login sen iee allows phone users totemporarily access a physical phone other than their
own phone and lo utilize their personal settings, such as directory number and speed-dial
buttons, as ifthe phone is their own desk phone. The phone user can make and receive calls on
that phone using the same personal directorv number that is on their own desk phone.
To configure Cisco lAtcnsion Mobility, prepare Cisco Communications Manager Fxpress for
Cisco Hxtension Mohilitv. In global configuration mode, set the iphttpserver command to
enable the III IP sener on the Cisco Unified Communicalions Manager Fxpress router that
hosts the service I. Rl. for the Cisco Intension Mobility login and logout pages.
F.uler telephonv-sen ice configuration mode. Configure the URL for authentication requests to
the internal authentication senerwith the url authentication url application-name password
command. The URI. refers to the IP address ofCisco Unified Communications Manager
Fxpress. Create an entry lor an applications credential in the dalabase that is used by the Cisco
UnifiedCommunications Manager Fxpress authentication server. The authentication
credential application-name password command setsthe application credentials. The
following output shows a configuration example:
Router i'config!#ip http server
Routericonfig,#telephony-service
Routericonflg-
telephony; #http:/ '10 .1.1.l.'CCMCIP/autheiiticate .asp EM cisco
Routericonfig-telephony)#authentication credential EM Cisco
intrcducing Cisco Voice and Unified Communications Adminislralion (ICOMM) «8 0 ©2010 Cisco Systems, Inc.
Now. define a voice logout irofile. which will be bound to an ephone. From global
configuration mode, enter tl e voice logout-profile tagcommand. This configuration creates a
voice logout profile, for exi inple. with Ihc tag3 would be: voice logout-profile 3. The
following output is an cxaiit piefor a voice logout profile configuration:
Router (conf i<i )#voice logout-profile 3
Router (conf i<| -logout-profile)#number 3001 type normal
Router(confi -logout-profile)#feature-button 1 dnd
To activate this voice logou profile on anephone, enter ephone configuration mode from
global configuration modeiand bind the created voice logout profile to the ephone:
Router(confiiM )ttephone 2
Router(confi -ephone)#mac-address 0024.C445.4E90
Router(conf i'! -ephone)#type 7965
Router(confi10 -ephone)#logout-profile 3
Finally, create a voice user irofile. A voice user profile allowsend users to log in with a
specific voice user profile c i every Cisco Extension Mobility-enabled IP phone. In global
configuration mode, enter t e voice user-profile tag command. This configuration creates a
voice user profile, forexampl e, a voice user profile with tag 4 would be: voice user-profile 4.
The following output show an example for a voice user profile:
Router(confi ))#voice user-profile 4
Router(confi t-user-profile)tuser jdoe password cisco
Router(confi j-user-profile)#number 3002 type normal
Router(confi j-user-profile)#speed-dial 1 2001 label "mblack"
Router(confi i-user-profile)#feature-button 1 Dnd
Router(confi i-user-profile)#feature-button 2 Privacy
fhe defined userand passvvjord in the voice user profile are the login credentials for the end
user. Both types of profiles the voice logout profile and the voice user profile, can be
configured with features liik: speed dials (with or without BLF). leature buttons (for Do Not
Disturb (DND or privacy). >r a number with different ring behaviors, for example number
3002 type normal for a noimal ring behavioror number 3003 silent-ring for a suppressed
ring-
Note The used numbe • in thevoice logout profileor voice user profile references a number, which
ephone-dn configuration mode. To set a label or name, configure the
was defined in tl-3
ephone-dn. For Example, when a voice logoutprofile with the number 3001 is configured,
create an ephon -dn with the same number, 3001. In ephone-dn configuration mode, define
with the label cofnmand the label for the voice logout profile. This label isnow displayed on
the ephone, wh c 1 is bound to the voice logout profile.
i 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features
Call Forward Settings
Cisco Unified Communications Manager Fxpress supports different types of call forward
settings.
1 Nauigale
lo this path
2 Create or modify an existing

directory numoer ^^
This figure shows how to configure the call forward settings using Cisco Configuration
Professional Navigate to Configure > N'oice> I'scrs, I'hones and Extensions > Extensions.
A list ofthe current configured extensions will be displayed. Select an existing extension or
create a new extension bv pressing Create or Edit to modify an existing one. In the
configuration window, which is now displayed, configure the desired call forward settings.
When finished, click OK and then click Deliver to send the new configuration to the Cisco
Unified Communications Manager F.xpresssvstem.
Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems Inc.
Night Service
The Night Serv iee feature allows administrators lo provide coverage for unstaffed extensions
during hours that are designated as "night-service" hours. During night-service hours, calls to
the designated extensions, which arc also known as night-service directory numbers or night-
service lines, send aspecial "burst" ring to nighl-serviee phones that have been specified to
receive this special ring.
Night Service
T^T] | 1 Navigate
-"•s^j loth is path.
2. Set the
î schedules
^ 3. Define Night
Seivice code.
In Cisco Configuration Professional, navigate to Configure >Telephony Eeatures >Night

Service Bell todisplay the night service configuration window. Set the desired night senice
schedules, which can be configured on a weekly, annual, ordaily base. You can also define a
night serv ice code. When you are finished, click Apply and Deliver to send the configuration
to the Cisco Unified Communications Manager Express.
© 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features
Night Service (Cont.)
Night Service can be configured in two different ways:

• Use only notifications ona designated Night Service Bell ephone
Configure Night Serviceephone-dnswith Call Pickup
• Usethe Call Pickup softkeys on the Night Service Bell ephone to
pick up calls
• Forward automatically to a Night Service Bell during Night Service
hours
1 Define ephone-dn lo ._ 6H ephone

u;e Call Pickup o- Call
Forwara ^ as a Night
Service Sell
~^
When the global night serv ice configuration is done, select a night service bell and define the
numbers that will participate inthe night service. Navigate lo Configure > Voice > Users,
Phones and Extensions > Extensions lo select the extensions that will participate in the night
service configuration. Select an extension orcreate a new otic and open (be configuration
window. Check the Enable Night Senice check box. Select either Cal! Pickup orCall
forward lo beused for the extension. When choosing the Call forward option, settheCall
forward numberin the configuration window. When vou are finished, click OK and Deliver.
Next, define an IP phone to receive night service notifications. Navigate lo Configure > Voice
> Users, Phones and Extensions > Phones and select an existing device or create a new
dev iee. Open the configuration window and check the Night Service check box to set this
device as a night sen ice bell. Then click OK and Deliver.
5-90 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O © 2010 Cisco Systems, Inc
Paging
Paging prov ides aone-way voice path to phones that have been designated to receive paging.
Paging
1. Define Paging 3 Define Paging

Name and Paging
Number
\ Type (Optional).
r«. 2. Add ephones

for paging
In Cisco Configuration Professional, navigate to Conligure >Voice >Telephony Features >

Paging Numbers. Theconfigured paging numbers aredisplayed. Click Create or Edit to
modify an existing number. The Paging Number configuration window opens.
Configure a Paging Name. Paging Group, and if multicast should beused, a Multicast IP
address and User Datagram Protocol (UDP) portnumber. The range that paging supports is the
same asthe range supported when using the command-line interface (CLI). Select the desired
phones from the lisland click OK and Deliver to send theconfiguration to Cisco Unified
Communications Manager Express. Youcan alsoselectthe paging number andclickSet
Phones Paging Type Preference to choose whether a phone should use unicast or multicast
streams. Note that multicast must be configured correctly in the Paging Number configuration
window before phones can use multicast streams.
) 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-91
Shared Ephone-dn
Ashared ephone-dn allows an incoming call to he answered on multiple IP phones.
•hared Ephone-di
Navigate to Configure > Vc.ce -• User Phones and Extensions

Excisions
Configure number
1JS and label.
wwim w ««p .
To create a shared ephone-dn. navigate to Configure > Voice > Users, Phones and
Extensions > Extensions and create a new extension or modifv an existing extension. Select an
extension and click Edit or Add to configure a new extension. The extension configuration
window will open, fntertlic Primarv Number and a Label. Click OK and Deliver lo send the
configuration lo Cisco I 'nified Communications Manager Express.
Introducing Cisco Voice and Unified Communications Administration (ICOMMI v8.0 ©2010 Cisco Systems, Inc.
Shared Ephone-dn (Cont)
Go to Configure > Voice > User. Phones and Extensions > User
Settings and apply this configuration procedure to two or more
IP phones
,,... ...... / o I 1 Set the
rr —i **^ «-,(-.
2. Select the
extension
Note This step requiresthat an IP phone has already been configured.
Navigate toConfigure >Voice >Users, Phones and Extensions >User Settings and create a
new user or modify an existinguser. Selecta user and click Edit or Add to configure a new
user. Navigate to the Phone / Extensions tab and select thedesired Phone, Phone Line. Line
Type, and a Ring Behavior. IntheAvailable Extensions list, select thedesired extension. Click
OK and Deliver to send the configuration lo Cisco Unified Communications Manager Express.
Repeat thissetupfor every IP phone that should use thisextension.
•mm
Pickup Groups
The Call Pickup feature and pickup groups enable phone users to answer a call that is ringing
on a different directorv number from their own.
Navigate to Configure > Voice •• Telephony Features

> Call Pickup Groups
DahHr drffwvttw n hwbr
l:re Mb fcftmp E»o*
2. Choose pickup
^l group extensions
Navigaic lo Configure > Voice > Telephonv Features > Call Pickup Croups. Create a new
Call Pickup group or select an existingCall Pickup group. In the Pickup Groupconfiguration
window, dctinc a number for the pickup group, from the list of Available Extensions,select the
extensions that should be members ofthe pickup group. When finished, click OK and Delner
tosend the configuration to Cisco I. nifiedCommunications Manager Express.
5-94 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Intercom
An intercom line is a dedicated two-way audio path between two phones.
Intercom
To use the Intercom feature, the User Settings must be

configured first.
J 1 Select user IDs |
2 Define phone button

and parameters
"fhis figure shows how toconfigure the intercom or whisper intercom with the Cisco
Configuration Professional. Navigate to Configure >Voice >Telephony Features >
Intercom and definethe users that should be configured for intercomusage. By default,the
Intercom feature will be used. To select whisper intercom, check the Configure Whisper
Intercom box. When ready, clickOK and Deliver to sendthe configuration to Cisco Unified
Communications Manager F.xpress.
Hunt Groups
Hunt groups allow incoming calls to a specific number (pilot number) to bedirected lo a
defined group of e.xlension numbers.
Hunt Groups
Navigate to Configure > VO'Ce > Ic ephoi yf matures > Hunt

Groups
fTXt>pMtfl«4
1 Define hunt prlo! 1 '""'" " BWW'

numoer and type ^2*~' '"" '
call sellings ~^»-

t ":.
'""'—"'
'
3 Add eitensiois ic 1 ..,.-.„..,

thenuni list *
i»
4 (Optional} Edit *7
extension timeouts [
fhis figure shows how to configure hunt groups using CiscoConfiguration Professional.
Navigate to Configure >Voice >Telephony Features > Hunt Croups to display the hunt
group configuration page. Create a new hunt group or modify an existing one. Define a hunt
pilot number and the hunt algorithm.
Next, define the settings for unanswered calls. Use the final number to define a destination to
which calls will be forwarded when no hunt group member answers the call. Lor example, this
destination could be the voice-mail numberor any ofthe other hunt pilot numbers. Select
Originating number in the menu when internal IP phone users forward all calls to the hunt pilot
and an incoming call is not answered. This option forwards the call to the directory number of
the phone lhat transferred the call into the bunt group. 'I hen. select extensions from the list that
should be configured as members ofthe hunt group. You can also edit the timeoutsetting for
each extension. When finished, click OK and Deliver to send the configuration to Cisco
Unified Communications Manager F.xpress.
5-96 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8 0 )2010 Cisco Systems, Inc
Summary
This topic summarizes the key poinls that were discussed inthis lesson.
Summary
• Cisco Extension Mobility allows end users to log in and log

out on different IP phones, regardless of location.
- Cisco Unified Communications Manager offers a wide range
of call coverage features, which are easy to configure and
useful for different requirements, for example, Hunt Groups,
or Pickup Groups.
* Intercomis commonly used for managers and assistants and
allows other users to be easily called, even when they are on
an active call.
• The Cisco Unified Communications Manager offers presence
features that allow users to see the presence status in call
lists like missed calls or on presence-enabled speed-dials.
• The Cisco Unified Communications Manager Express also
offers a wide range of call coverage features, Cisco
Extension Mobility, Intercom, and presence support.
The lesson explained how to configure the telephony features in Cisco Unified
Communications Manager and Cisco Unified Communications Manager Express. This includes
a step bystep configuration guide to enable Cisco Extension Mobility in Cisco Unified
Communications Manager andshows how lo configure features with Cisco Configuration
Professional on Cisco Unified Communications Manager Express.
References
• Cisco Unified Communications Manager Administration Guide, Release 8.0(1) at:

http:/7ww-w.ciseo.coni/cn/US/docs/voicc_ip_comm/cucm/admin/8_0_l/ccmcfg/
bccm-801-cm.html
• Cisco Unified Communications Manager Express Administration Guide at:

http://w w-vv.cisco.com/en/US/docs/voice_ip_comm/cucme/adniin/configuration/guide/
erne ad m.him 1
Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems. Inc
Lesson 3
Understanding Mobility
Features
Overview
Thegrowing use of mobile devices allows users who aremobile—whether on a retail fioor, at
anairport, or at a Wi-Fi hotspot ina local coffee shop—to also enjoy the efficiencies and speed
of Cisco Unified Communications. However, as more people own multiple devices, ranging
from office phones to home office phones and laptop computers to mobile phones, they spend
more time managing theircommunicalions across difierent phone numbers and voice
mailboxes, limitingtheir abilityto accomplish work efficiently.
CiscoUnified Mobility allows users to be reachable by a single number regardless ofthe device
that is used. This lesson describes the features of Cisco Unified Mobility.
Objectives
Upon completing this lesson, youwill be ableto describe the characteristics of CiscoUnified
Mobility features in Cisco Unified Communications Managerand Cisco Unified
Communications Manager Express. This ability includes beingable to meet these objectives:
• Explain Mobile Connectand its advantages, drawbacks, and architectural integration in
• Explain MVA and its advantages, drawbacks, and architectural integration in Cisco Unified
• Explain Mobility and its advantages, drawbacks, and architectural integration in Cisco
Unified Communications Manager Express
Mobile Connect in Cisco Unified
This topic describes the Mobile Connect feature ofCisco Unified Mobility,
tobile Connect Characteristics
Receive calls on multiple devices using a single phone

number
Can be used for home office or mobile devices

Single enterprise voice mailbox
User-configurable access lists to permitor deny calling
numbers that can ring a specific remote phone
Answer incoming calls on office or remote phone
Switch active calls between office and remote phone
Call logging (Call Detail Record [CDR])
1he Mobile Connect leature enables users lo receive business culls using a single phone
number, regardless ofthe device that is used for acall. Mobile Connect allows users to answer
incoming calls on the office phone or at the remotedestination and to pick up in-progrcss calls
on the office phone or remote destination without losing the connection. Once the call is
offered to both the desktop and remote destination phones, the user can answer at anv of those
phones. Upon answering the call on one ofthe remote destination phones or on the IP desk
phone, the user has the optionto handoff the call to the office phone. Activecalls on the office
phones can be handed off to a remote phone. An end user can use a single voice mailbox. Each
end user can configure access lists that are based on a black or while lisl to permit or deny
callingnumbers that can ring a specific remotedestination. Mobile Connect also supports call
logging. Enterprise calls are logged regardless ofthe device that is used (enterprise phone or
remote phone).
As an example, if users receive a call that is placed to the business number, both the office
phone and the cell phone ofthe user will ring. If a user is traveling to the office, acall can be
accepted on the cell phone ofthe user. After the user arrives al the office, the call can be picked
up while the call is in progress bv pressing a single key at the office IP phone, fhe call
continues on the office 11* phone without anv interruption, and the handover from cell phone lo
IP phone is not noticed bv the other party on Ihe call.
5-100 Intrcducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems, Inc
Cisco Unified Mobility Architecture
This subtopic describes the Cisco Unified Mobility architecture.
Cisco Unified Mobility Architecture
/£ Virtual
/ Phone
+49404132672001 Shared
PartiliorVCSS Line
Device Level
RD Pfofile
• Device Pool
• Device Pool • Common Device Profile
-CSS
•CSS
• Rerouting CSS
-MRGL
• User,'Network Hold
• User/Network Hold
Upto 10 remote
t r destinations
Set call routing timers
/L Configure access lists
*/ ®? combined with a ring
schedule
As for all users amobility user enterprise phone is configured with appropriate l-ne-level
settings such as directory number, partition, and calling search space (CSS). In addition, the
device-level settings ofthe enterprise phone include parameters such as device pool, common
device configuration. CSS. Media Resource Group List and user and network hold audio
sources All of these line and device settings on the user's enterprise phone affect the call
routing and music on hold (MOH) behavior for incoming and outgoing calls.
Next aremote destination profile must be configured for each mobility user in order for them
to take advantage of Cisco Unified Mobility features. The remote destination profile is
configured at the line level with the same directory number, partition, and (CSS) as those tor
the enterprise phone ofthe user. This configuration results in ashared line between the remote
destination profile and the enterprise phone. The remote destination profile configuration
includes device pool, calling search space, rerouting calling search space, and user and network
hold audio source parameters. The remote destination profile should be thought of as avirtual
phone whose configuration mirrors the line-level enterprise phone settings of the user.
However the remote destination profile, but whose profile-level configuration combined with
the line-level settings determines the call routing and MOH behavior that the remote destination
phone ofthe user will inherit. The user's enterprise directory number, which is shared between
the remote destination profile and the enterprise phone, allows calls to that number to be
extended to the remote destination ofthe user.
Mobility users can have up to 10 remote destinations that are configured and associated with
their remote destination profile. Aremote destination represents asingle public switched
telephone network (PSTN) phone number where auser can be reached. Call routing timers can
be configured for each remote destination to adjust the amount oftime acall will be extended
to aparticular remote phone. Call routing timers also configure the amount of time to wait
before extending the call and the amount of time that must pass before acall can be answered at
the remote phone.
Enablement of End UserTelephony and Mobility Features 5-101

Access List
Mohilitv users can configure access lists for each remote destination to allow ordenv calls from
certain phone numbers to be extended lo lhat remote phone.
Determine whether to
extend or block a call to a
remote destination
Access lists can be
combined with time-of-day
access
Ihe access list leature can be combined wilh the time-of-dav access, which is explained in the
next subtopic. lor calls to remote destinations, the time-of-day access leature adds aring
schedule and associates the ring schedule with an access lisl to determine the time-of-dav
access settings lor a remote destination. An access list can be configured as a white list '
(allowed list) or black list (blocked list). Each lisl can match different caller types as follows:
• Not available: for calls where the caller II) is not provided
• Private: for calls where the caller ID is not displayed
• Directorv Number: for calls with a specific caller number
When configuring an access list with directorv number entries, the administrator can also use
wildcards io match arange ofnumbers with asingle access list entrv. Allowed entries are the
digits 0through 9. the wildcard X. the explanation point (!). and the pound sign (#).
5-102 Introducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems,
Time-of-Day Access
If a remote destination has no time-of-day access configuration, all callsare extended to the
remote destination.
Time-of-Day Access
Ring schedule per

remote destination
Time zone-specific
Combine ring schedule
with access lists to allow
or block certain numbers
Do not use empty

access lists
RingWhen Cater in I" Do Not Ring when

. ACL I -v :..Cfl»W*>AGt -i.
By default the All the time ring schedule radio button and the Always ring this destination
radio button are checked, so that all calls arc extended to the remote destination. A ring
schedule is associated with the time zone of a remote destination, not with the time zone ofthe
Cisco Unified Communications Manager server. Use the Time Zone field in the Remote
Destination Configuration window to specify the time zone ofthe remote destination.
When an incoming call matches the time schedule, the access list configuration will be
checked. Avoid creating an empty access list that contains no members. If an empty access list
is chosen in the Ring this destination only ifthe caller is in drop-down list box. all calls are
blocked (instead of allowed). If an empty access list is chosen in the Do not ring this
destination ifthe caller is in drop-down lisl box, all calls are allowed during the specified ring
schedule. Use of an empty access list in either of these ways could cause unnecessary confusion
for end users.
Mobile Connect Call Flow: Incoming Calls to Office Phone
This subtopic describes the Mobile Connect call flow for incoming calls to the office phone.
tile Connect Cal! F!

Calls to Office Phone
Mobile Connect
Cisco Unified
Communications
Manager Outside Caller
+4989442325300
Mobile Phone
+4915118827499
Remote Destination
of User A
Outside caller calls office phone 2001 (dials +49404132672001)
Mobile Conned rings IP phone and remote destination
Call is picked up at remote destination; caller ID of outside caller is

preserved at remote destination
A PS IN user calls the office number ofthe user. Because Mobile Connect is enabled, both the
desktop plione 2001 and the configured remote destination (mobile phone; +4915I IX827499)
ring simultaneous!}. Ihe call is presented to the remote phone wilh the original caller ID
(! 4989442325300 in the example). As soon as the call is accepted on one ofthe phones, the
other phone stops ringing. The user can switch the call between the office phone and the mobile
phone (and vice versa) during the call without losing the connection.
Introducing Cisco Voice and Unified Communications Administration (ICOMM1 v8 0 )2010 Cisco Systems, Inc.
Mobile Connect Call Flow: Internal Calls Placed from a Remote
Phone
Ifa call is received from a recognized remote destination, the corresponding internal directory
number and not the E. 164 number ofthe remote device is used as the calling number.
Mobile Connect Cail Flow; internal Calls

Placed from a Remote Phone
Mobile Connect
Cisco Unpfied
Communications
Manager
Mobile Phone
+4915118827499
Remote Destination
UserB
of User A
Directory Number 2002
Remote phone calls phone 2002 (dials +49404132672002).

Mobile Connect replaces caller ID (+4915118827499) ofremote phonja
with directory number of associated IP phone (2001).
In the example in the figure, extension 2001 hasa Mobile Connect remote destination
+4915119927499 (mobile phone ofthe user ofextension 2001). When the user places a call
from a mobile phone to an enterprise PSTN numberof a colleague (by dialing
+49404132682002): the called colleague will seethe call comingfrom the internal director}'
number 2001 instead ofthe external mobile phone number.
Thesame applies to calls placed to other internal destinations such as voice mail. Ifthe userof
extension 2001 places acall to Cisco Unity from his or her cell phone,Cisco Unity will see
director} number 2001 as the source ofthe call and not the PSTN number ofthe mobile phone
(+4915119927499). Cisco Unity can identify the userby his or her directory number and
prov ideaccess to the appropriate mailbox instead of playing a generic welcome greeting.
In order to recognize mobile connect remote destinations, the mobile connect remote
destination number must match the Automatic Number Identification (ANI) ofthe incoming
call.Typically, mobile connect remote destinations include an access code, which must be
prefixedto the incoming ANI in order for the sourceto be recognized as a mobileconnect
remote destination. Alternatively, the Cisco CallManager Service parameter Matching Caller
ID with Remote Destination can beset to Partial Match and the Number of Digits for Caller ID
Partial Matchparameter can be specified. This numberspecificshow many digitsofthe
incoming ANI must match a configured remotedestination number(startingwith the least-
significant digit).
Ifthe source ofthe call is not recogni/cd as a mobile connect remote destination, the PS'fN
number of the remote destination is used for the calling number and it is not changed to the
internal directory number.
Mobile Voice Access in Cisco Unified
fhis topic describes the Mobile Voice Access (MVA) feature in Cisco Unified
Originateenterprise calls from any remote destination by

Dialing to the enterprise MVA number
Entering ID (if required) and PIN
Entering destination number
Called party sees the officephone number as calling party
Switch active calls between office and remote destination
MVA telephone user interface (TUI)
I he main MVA characteristics are as follows:
Users can originate enterprise calls from an_\ remote destination by dialing to the enterprise
MVA number.
User credentials provide securitv: user ID (if required) and PIN.

User dials destination number
Ihe called part} sees the office phone number as ihe calling party and not the remote
phone.
Users can switch active calls between the office and remote phones.
After the call is connected, users can invoke mid-call features using MVA. I hese features
include feature access codes, which allow users lo perform certain actions by pressing a
predefined code, such as put an active call on hold or pick up the call at their desk phone as
the} would wilh received Mobile Connect calls, fhese features are possible because the call is
anchored at the enterprise gatewav.
Introducing Cisco Voice and Unified Communications Administration (iCOMM) v8 0 )2010 Cisco Systems, Inc.
MVA Call Flow
This subtopic provides an example ofatypical MVA call flow.
MVA Call Flow

Outside Desli nation
+4989442325155
Cisco Unified
Communications
Manager
Mobile Phone
+491511BB27499
Remote Destination of
UserA
User A
Directory Number 2001
Remote phone dials MVA number (+49404132672999)

Calleris authenticated at CiscoUnified Communications Manager and decides to callto an
outside destination+4989442325155 (dials 0089442325155]
Caller is connected to MVA mediaresourcefrom wherethe outgoing callis placedon behalf

of the office phone (2001]
With MVA. users can place calls tothe outside from a remote destination asif dialing from
their desktop phone. In the example in the figure, the user ofthe IP phone with directory
number 2001 uses a mobile phone (+4915118827424)10 dial the PSTN number ofthe
headquarters, extension 2999. The gateway isconfigured tostart an integrated voice response
(IVR) call application for calls placed tothis number. The Voice Extensible Markup Language
(VoiceXML. also called VXML)-based call application offers a prompt and asks for the remote
destination number and the PIN ofthe user. After login, in addition to activating and
deactivating MVA. the user can initiate a call from the enterprise network. The call isset up
with the E.164 PSTN number ofdirectory number 2001 instead of+4915118827424. This
application allows the called party to identify the caller by the (single) office number. It is
irrelevant that the call isactually placed from a mobile phone instead ofthe office IP phone.
The call appearsto come from the office phone.
After the user has initiated a call from a remotedestination using MVA.the user can switch the
call to the office phone during thecall without losing the connection, and can switch the call
back again as needed.
Cisco Unified Mobility Interaction
fhis subtopic describes how the different Cisco Unified Mobility components interact. The
basis isto activate the Cisco Unified MVA service, if MVA is desired in addition to Mobile
Connect functionalitv.
Cisco Unified Mobility Interaction
Service Activation
Softkeys
MobilIly SolHeys
Service Parameter Owner ID

Eiatell.'A calalsoFipjetenialr. 4&i IP phone
Owner ID
\ ACL
Media Resources ^t » User
^p Enable Hloo*ly
*V Enable MVA Dwner ID
HH 1 nut •• RDP
IVR Appiicalion
VXML
<y RD1
CnaDleUC
L RD Request i
H 323o.'SIP RD2
Enable MC
Gateway
Call MVA Enter
RDand PIN
When the Cisco Unified MVA service is activated, a corresponding media resource is
automaticallv' added. The media resource must be configured with the MVA number, a
partition, and locales.
The configured number must bereachable from the Cisco IOS router that provides remote
phones with accessto a VoiceXML IVR call application.
Incoming MVA callers arc authenticated by remote destination number and the PIN lhat is
configured for the user, which is associated with the remote destination profile. The remote
destination profile is referenced from the corresponding remote destination number.
When using Mobile Connect and receiving incoming calls that were placed to a line that is
shared bv an II* phone and a remote destination profile(both referring lo the same end-user ID),
access control lists (ACI.s) which are applied to remote destinations—can be used to control
which callers are allowed to ring the remote destination, 'fhe ACL must refer to the end user
that is configured at the remote destination profile, to which the remote destination is assigned.
In order to allow an aetiv e call to be handed over from an IP phone to a remote destination, the
Mohilitv softke.v on the IP phone must be configured for the connected call state. Ifthe
Mobility sofikev is also added lo the On Ilook call slate, it can be used lo check ihe status ol'
Cisco Unified Mobility (whether Mobile Connect is on or oft).
In summarv. the end user is associated with IP phones (configured as the owner), access lists,
and remote destination profiles. Remote destinations are associated wilh the shared lines of
remote destination profiles and access lists. For MVA. ihe appropriate service must be activated
and the automaticallv generated media resource must be madeavailable to a routerrunning the
VXML. call application.
Introduang Cisco Voice and Unifed Communicalions Administration (ICOMM) vB.O ©2010 Cisco Systems. Inc.
Mobility in Cisco Unified Communications
Manager Express
The Single Number Reach feature allows users to answer incoming calls to their extension on
either their desktop IP phone orataremote destination, such as amobile phone.
Single Number Reach
Allows users to answer incoming calls to theirdirectory number

on eithertheir IP phone or at a remote destination, for example:
« Mobile devices
• IP phonesnotbelonging to the same CiscoUnified Communications
Manager Express
• Home phone numbers in the PSTN
• Unanswered calls can be forwarded to voice mail
Mobile Phone
+4915118827499
The Single Number Reach feature is similar to the Mobile Connect feature in the Cisco Unified
Communications Manager. Users can pick upactive calls onthe desktop phone or the remote
phone without losing the connection. This feature enables callers lo dial asingle number to
reach the phone user. Calls that are not answered can beforwarded tovoice mail. Remote
destinations may include the following devices:
• Mobile (cellular) phones
• IP phones not belonging tothe same Cisco Unified Communications Manager Express
router as the desktop phone
• Home phone numbers in the PSTN. Supported PSTN interfaces include PRL BRI. Session
Initiation Protocol (SIP), and Foreign Exchange Office (FXO).
For incoming calls tothe Single Number Reach extension, Cisco Unified Communications
Manager F.xpress rings the desktop IPphone first. Ifthe IP phone does not answer within the
configured amount of time, it rings the configured remote number while continuing to ring the
IP phone. Unanswered calls aresent to a configured voice-mail number.
Mobility
Mohilitv allows end users to send active calls on their IP phone totheir configured remote
destination.
Mobility
Mobility in Cisco Unified Communications Manager Express

works like itdoes in Cisco Unified Communications Manager:
• In connected state, pressing the Mobility softkey on the IP phone sends the
call to the remote destination
- Inidle state, users can toggle Single Number Reachonand off bypressing
the Mobility softkey
• Users can manually return thecall totheSingle Number Reach extension by
pressing the Resume softkey.
Cisco Unified Mobile Phone

Communications +4915118827499
Manager Eipress
3 Call is set up lo
Single Number
Reach deal mall on
The IPphone user hasthese options for handling callson a Single Number Reach-enabled
extension;
• Send the call to remote phone: A phone user can send thecall to the remote phone bv
using the Mohilitv softkey. While connected to the call,the phone usercan press the
Mohilitv sofikev and select "Send call to mobile." The call is forwarded to the remote
phone.
• Enable or di.sable Single Number Reach: While the IP phone is in the idle state, the user
can toggle the Single Number Reach feature on and off by usingthe Mobility sottkev. If
the user disables Single Number Reach. Cisco Unified Communications ManagerLxpress
does not ring the remote number.
• Pull back the call from the remote phone: A phone user can manually pull back the call
to the Single Number Reach extension by pressing the Resume sofikev. which disconnects
the call from the remote phone.
IP phone users can modifv their own Single Number Reach settings directly from the phone bv
using the menu available with die Services button. Administrators must enable the feature on
the phone to allow a user to access the user interface.
5-110 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Summary
Summary
- Cisco Mobile Connect isan enterprise mobility service that

associates IP phone numbers with remote destinations such
as a mobile phone. Cisco Mobile Connect allows enterpnse
mobile workers to receive all phone calls totheir IP phone
number atmultiple remote destinations simultaneously.
• Mobile Voice Access extends Mobile Connect capabilities by
allowing users to originate a call from a remote destination,
such asa mobile phone, as if dialing from thedesktop phone.
• The Cisco Unified Communications Manager Express
provides Mobility and Single Number Reach functionality and
allows users to toggle Single Number Reach onor off on their
IP phone.
The lesson covered mohilitv features in Cisco Unified Communications Manager and Cisco
Unified Communications Manager Express. This includes Mobile Connect and Mobile Voice
Access in Cisco Unified Communications Manager. Mobile Voice Access allows end users to
use Cisco Unified Communications features from remote phones.
References
Cisco Unified Communications Manager Administration Guide, Release 8.0(1) at:
http://\\\v\v.ciscoxom/en/US/docs/voiccjp_comm/cucm/admin/8_0_l/cctticfg/
bccm-801-cm.html
Cisco Unified Communications Manager Express Administration Guide at:
lutp://vvww.cisco.com/cn/US/docs/voicc_.ip_comm/cucme/admin/coniiguralion/guide/
cmeadm.html

Enablement ofEnd UserTelephony and Mobility Features 5-111
5-112 Introduang Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems. Inc.
Lesson 4
Enabling Mobility Features

Overview
Cisco Unified Mobility gives users the ability to extend incoming callsfrom Cisco Unified
Communications Manager or Cisco Unified Communications Manager Express to configured
remotedestinations, such as mobilephones. Users can also transition active calls between their
Ciscodesktop andmobile phone without interruption. This lesson describes howto implement
Cisco Unified Mobility in Cisco Unified Communications Managerand Cisco Unified
Objectives
Upon completing this lesson, you will beable to describe how to enable mobility features for
end users in Cisco Unified Communications Manager and Cisco Unified Communications
Manager Express. This ability includes being able to meet theseobjectives:
• Configure Mobile Connect in Cisco Unified Communications Manager
• Configure MVA in Cisco Unified Communicalions Manager
• Configure Mobility in Cisco Unified Comniunications Manager Express
Configuring Mobile Connect in Cisco Unified
This topic describes how to configure Mobile Connect in Cisco Unified Communications
Manager,
Implementing Cisco Unified Mobil
DN—Association for
"n Mobile Conned
!;§eri|î%itorig
™;;:' Media FR&xirce mffim^mggm
:.;B.323 GatewiC<miû«8ofi;p;lill
fhis figure shows how the various Cisco Unified Mohilitv components interact and which steps
are required to implement Cisco Unified Mobility successfully:
• Activate the Cisco Uniiied Mobile Voice Access (MVA) service in Cisco Unified
Serv iccabititv.
• Configure user accounts. Make sure lhat the Enable Mobility and Mobile Voice Access
check boxes are checked in the End User Configuration window. Checking the Enable
Mobility check box triggers licensing to consume Dev ice License Units (l)I.Us) for Mobile
Connect.
• Create access lists for Mobile Connect b\ assigning each list to the Mobile Connect user
and spccifving whether the list is allowed.
• Create remote destination profiles and assign each user lo a profile.
• Associate desktop directorv numbers for the user.
• Add remote destinations by selecting the previously defined profile as part ofthe
configuration.
• In the Service Parameters Configuration window, choose True for Enable Mobile Voice
Access and enter the MVA number, which is the direct inward dialing (DID) number that
end users use to reach MVA. To make MVA calls, configure these service parameters and
cheek the Enable Mobile Voice Access cheek box in the End User Configuration window.
Choose True for Enable Enterprise Feature Access to enable access to hold, resume,
transfer, and conference features from remote destinations.
Introduang Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc
• Configure the media resources for MVA tfmore than one MVA number is needed orthe
language must be modified.
• Configure H.323 gateways for MVA.
The following pages describe the steps for implementing Mobile Connect in detail. MVA is
covered in the next topic.
<2010 Cisco Systems. Inc Enablement of End User Telephony and Mobility Features 5-115
Step 1: Configure Softkey Template
The first step is lo configure a softkey template that includes the Mobility sofikey.
>1ep 1: Configure Softki
Navigate to Device; > Device Beltings > Softkey Template

• The Mobility sofikey in On Hook state allows users lo toggle MobileConnect
on or off
• Mobility in Connected state sends an active call to the remote device.

* The Mobility feature can also be configured on a phone button template
re ~f*wifZ-,-r*?ii
Add Ihe Mobility softkey

to On Hook and to
Connected call state.
In Cisco Unified Communications Manager Adminislralion. choose Device > Device Settings
> Softkey Template and configure a sofikev template that includes the Mobility sofikey for the
following call states:
• On Hook
• Connected
Note The Mobility softkey can also be configured in a phone button template
5-116 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 )2010 Cisco Systems, Inc.
Step 2: Configure End User
End-user accounts must be created andconligured when Cisco Unified Mobility is used.
Step 2: Configure End User
Navigate to User Management > End User and select a User
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End users are configured from User Management > End User. Cisco Unified Mobility is
configured in the Mobility Information sectionofthe user configuration page:
• Rnable Mobility: Activate the Enable Mobility check box to enable Mobile Connect,
which allows the user to receive calls on multiple devices that are placed to a single
enterprise phone number and to hand over in-progress calls between the desktop phone and
a remotephone. Mobile Connectalso allows a user to place calls from remote phones to the
enterprise (for example, voice mail or internal directory numbers) that are signaledwith the
internal directory number ofthe user.
• Enable Mobile Voice Access: Activate the Enable Mobile Voice Access check box lo
allow the user to use the MVA feature for placing outgoing enterprise calls from a remote
phone.
• Maximum Wait 'Time for Desk Pickup: Enter the maximum time in milliseconds that is
permitted to pass before the user must pick up a call that is handed over from the remote
phone to the office phone. The range is from 0 to 30.000 ms with a default value of
10.000 ms.
• Remote Destination Limit: Enter the maximum number of remote destinations to which
incoming calls placed to the enterprise phone number of the user can be sent. The range is
from I to 10. The default value is 4.
• Remote Destination Profiles: This read-only field lists the remote destination profiles thai
have been created for this user.
©2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-117
Step 3: Configure IP Phone
The next step is to configure the office IP phone ofthe user for Cisco Unified Mohilitv.
Stop 3: Configure IP PI
Navigate to Oovice > Phc/vs and select the desired IP phone.
J :,„,,„ m
This line will be shared 1 Configure the
with Ihe remote s oftkey template
destination profile
2. Set the owner

user ID.
As shown in the figure, two parameters must be configured at the phone configuration page ol
the office phone ofthe user as follows:
• Softkey Template: Appiv the softkey template thai was created in Step I lo the IP phone
so that the Mohilitv sofikev is available to the user in the On Hook and Connected states.
• Owner I scr II): Select the end user name thai was configured in Step 2. I his choice
enables Cisco Unified Communications Manager to locate the related configuration
elements such as the remote destination profile ofthe end user.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 )2010 Cisco Systems. Inc
Step 4: Configure Remote Destination Profile
This step describes the configuration ofremote destination profiles.
Step 4: Configure Remote Destination

Profile
Navigate to Device >Device Settings >Remote Destination

Profile:
• Configured line CSS applies toIP phone and remote destination profile
• Line CSSanddevice CSSare combined; partitions ofline CSSconsidered first
,.,,.l..n M^Mm • DaillnrfFOn *r*fHr •
• tlPrstuvtfpan ffwAlp far >di Used (or outgoing calls

wlh MVA.
Click here lo associate the ;«<-4 s«»r* 5p*«

remote destination profile
to the DN
thr"j]
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_ti
destinations intien receiving
an incoming call on the
office phone
Remote destination profiles are configured at Device > Device Settings >Remote Destination
Profile. The remote destination profile contains the parameters that apply to all ofthe remote
destinations ofthe user. Enter a name, description, device pool, calling search space (CSS),
rerouting CSS. and network and user music on hold (MOH) audio sources for the remote
destination profile. Mobility-specific parameters are the following:
• I ser ID: Select the user to whom this profile is assigned. The selection must match the ID
of an end user who has the Enable Mobility check box activated.
• Privacy: Select aprivacy option for this profile. The value is on, off, ordefault.
• Ignore Presentation Indicators: Select the Ignore Presentation Indicators check box to
ignore the connected line ID presentation. This procedure is recommended for internal
calls.
• Calling Search Space: This CSS is used for outgoing enterprise calls placed from aremote
destination using MVA. It has no relevance in Mobile Connect.
) 2011) Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-119
Rerouting Calling Search Space: Set the CSS that should be used when sending calls
placed to the enterprise phone number ofthe user lo the specified remote destinations. This
CSS is also used vvhen an active call is handed over from the office phone lo aremote
phone. Remember that this CSS is considered as a device CSS and is combined with the
CSS conligured at the shared line. The partitions ofthe line CSS are considered before the
partitions ofthe device (remote destination profile) CSS. After creating aremote
destination profile, one shared line must be configured for each directory number lhat is
used at the office plione(s) ofthe user. In order to do so. click phones ofthe user by
clicking Add a new I)\ at the appropriate link.
Calling Party Transformation CSS: Choose the CSS for transformations. This setting
allows administrators to localize the calling partv number on the device. Make sure thaUhc
Calling Partv fransformation CSS thai was chosen conlains Ihe calling parly
transformation pattern that should beassigned to this device.
Step 5a: Add Remote Destinations to a Remote Destination
Profile
This step describes how to add remote destinations to a remote destination profile.
Step 5a: Add Remote Destinations to

Remote Destination Profile
Navigate to Device > Remote Destination
Number of remole
[p'orrnallan -
destination
' ffcC 'SQiw Tim«* f-r
CH&H ntto^ winotnn
Line is visible after •,'

creating a remote *
destination, associated
RDP is dimmed
=^ Allows the transfer of
active calls to the
remote destination wilh
the Mobility softkey
Incoming calls also ring
on Ihe configured
remote destination
Remote destinations are configured al Device > Remote Destination. Alternatively, the Add a
New Remote Destination link can be clicked at a remote destination profile. Enter a name for
the remote destination and configure the following parameters:
• Destination Number: Filler the telephone number for the remote destination. Include the
area code and any additional digits that are required to dial the remote phone from within
the enterprise. The maximum field length is 20 characters.
Note The destination number must be an external number.
The number must be entered in the same way that a number would be dialed from an IP
phone. Use a complete E.164 number including the access code so that the number matches
a route pattern pointing to the public switched telephone network (PSTN). The CSS that
will be used to look up the specified number in the call routing table is the CSS ofthe line
that is associated with the remote destination and the Rerouting CSS configured at the
remote destination profile.
• Remote Destination Profile: The remote destination profile must be selected if a new
remote destination is created at Device > Remote Destination. Ifthe administrator
navigates to the remote destination configuration page by clicking Add a New Remote
Destination at the remotedestination profilepage, or if editing an existing remote
destination, the remotedestination profileis alreadyset and cannot be changed.
Note Ifit is necessary to associate a remote destination that is afready associated with a remote
destination profilewith another remote destination profile,delete the remote destination and
recreate it.
• Mobile Phone: Activate the Mobile Phone check box to allow active calls lo be handed
over from the office phone to this remote destination by pressing the Mobility softkey at
the office phone.
• Enable Mobile Connect: Activate the Enable Mobile Connect check box lo allow calls to
be placed to this remote destination when there is an incoming call to a shared line
directorv number of an office phone.
Note End users can create their own remote destinations in the Cisco Unified Communications
Manager user web pages
finallv. the remote destination must be associated with one or more shared lines ofthe
spccilicd remote destination profile, from now on. the remote destination will ring if a call is
placed to the appropriate shared line of an office phone with Mobile Connect configured.
5-122 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) vB.O ©2010 Cisco Systems. Inc.
Step 5b: Configure Ring Schedules
This step explains the configuration of Ring Schedules (Time-of-Day Access feature), which
adds time as a determination factor.
Step 5b: Configure Ring Schedules
When Mobile Connect is enabled, a ring schedule

can be configured:
* Users can change their ring schedules in the user web
interface.
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The ring schedule can be defined for each remote destination. For example, if a user has two
remote destinations, a mobile phone and a home office phone, different ring schedules can be
defined for each phone. The administrator can configure a ring schedule for a remote
destination for each day ofthe week. For example, the administrator can configure a ring
schedule that prevents calls from ringing the remote destination on Sundays. Each user can
manage his ring schedules for associated remote destinations in the Cisco Unified
Communications Manager user web interface.
Note Select the proper time zone for the remote destination because a remote destination does
not use the Cisco Unified Communications Manager clusterwide time zone.
Step 5c: Configure Access Lists
An access list determines whether a call should be extended to a remote destination that is
enabled for Mobile Connect.
Step 5c: Configure Access Lists
Navigate to Cal! Routing > Class of Contiol -'Access List

• Users can change their own access lists in the user web interface.
^J 1 Set '•
2 Define access list as a
white or black list, cannot be
changed after saving
| 3. Add members.1
~*i$zu..te} LSsmfaaa.;
lo conligure access lists, choose Call Routing > Class of Control > Access List, (inter a
name and a description for the access list. Select the user to whom the access list applies in the
Owner drop-down list box. Then select the Allowed check box to create a list of phone
numbers that should be allowed to ring a certain remote destination when placing a call to an
office phone number. Cncheck the Allowed check box to block the numbers thai arc listed in
the access list from ringing the remote destinations to which the access lisl will be applied
when placing a call to an office phone number.
After saving, the window reopens to displav the Access List Member Inlonnation area. To add
a member, open the Access List Member Information page. Select an option from the Filter
Mask drop-down list box. Choose Directory Number lo enter a directory' number, fo filter out
calls that do not have caller II). choose Not Available. To filler out calls that do not display
their caller ID. choose Private.
Ifthe filter mask is set to Directorv Number, enter a phone number or filler in the DN Mask
field. The following wildcards are available:
• X: Matches a single digit.
Note The X wildcard must be entered in uppercase; otherwise, Cisco Unified Communications
Manager displays a syntax error message.
• ! (exclamation point): Matches any number of digits.

• # (pound sign) and * (asterisk): fhese are not wildcards, but part ofthe dialed number.
Introducing Cisco Voice and Unified Communications Adminislration (ICOMMI v8 0 ) 2010 Cisco Systems. Inc
Step 5d: Apply Access Lists
After an access list is created, it can be applied to a remote destination.
Step 5d: Apply Access Lists
Navigate to Device > Remote Destination and select

a remote destination.
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Apply Ihe access
list to a remote Use View Details to
1
destination. verify the access
1 J
list entries.
•-*-
• *
. . TD'tdr
In order to apply an access list lo a remote destination, go to the Remote Destination

configuration page by clicking the appropriate link at the Remote Destination profile page or by
choosing Device > Remote Destination. Select an allowed (the Ring this destination only if
caller is in drop-down list) or blocked (the Do not ring the destination if caller is in drop-down
list) access list by using the appropriate drop-down list.
Note A remote destination can be either allowed or blocked, but not both.
>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features 5-125
Step 6: Configure Service Parameters
This step describes Inns to allow partialmatches to recognize a callingnumberas a remote
destination.
Step 6: Configure Service Paramett
Navigate to System > Seiv^c Paiametei and select the

Ca:'Managei Service
• if an incoming call from a remote destination does not match the caller ID,
use Partial Watch; for example, when PSTN prefix is configured
| Cs*no*tDes^n X.W Prot * -*• urte CaJMy «-». *>«..d

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- i t ' e: j I'ai.-'iKi1
It 1
If a known remote destination is dialed from inside the

enterprise, a call can be matched with the associated directory
number:
• Enables Mobility features when calling a remote destination from inside the
enterpnse
1 Set this to True
/t. Default: False
|r„se >• .,
• Iff R- F.J-il tr .-;!- |-„lse 3
|..u- zi
Io access the Cisco CallManager service parameters, choose System > Service Parameters
and select Ciscn CallManager. In order lo allow inconiing caller IDs lo be recognized when
thev do not include the prefix that is used in the remote destination, configure the following
parameters:
• Inbound Calling Search Space for Remote Destination: Specifies the CSS thai Cisco
Unified Communications Manager utilizes to route an incoming call from a configured
remote destination. There are two valid values. The lirsl value is Trunk or Gateway
Inbound Calling Search Space, which uses the inbound CSS ofthe trunk or gateway from
which the call arrived. The second value is Remote Destination Profile . Line Calling
Search Space, which uses the combination ofthe CSS on llie line and remote destination
profile that is associated with the remote destination that was matched. Calls that do nol
match a remote destination are not affected by this parameter because they always use the
trunk or gatewav inbound CSS. The default value is Trunk or Gateway Inbound Calling
Search Space.
• Matching Caller ID with Remote Destination: Set this parameter to Partial Match, fhe
default is Complete Match.
• Number of Digits for Caller ID Partial Match: Set this parameter lo the number of digits
that must match (beginning with the least significant digit) when comparing the incoming
calling number against the configured remote destination number. Hie default is 10 digits.
Note Caller ID transformations can be configured by choosing Cal! Routing > Transformation
Pattern Each pattern can be assigned to a partition. The Calling Party Transformation CSS.
configured at the remote destination profile, is used to control access to the configured
transformation patterns
IntfDducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc
m Reroute Remote Destination Calls to Enterprise Number: This parameter allows a
direct call to amobile number to be extended to the associated enterprise directory number
ofthe mobile user, allowing the mobile user to take advantage ofmobility tcaturcs. For
example, if amobile user receives acall on his mobile number, the user can hand off the
call from the mobile phone to the desk phone. By default, this service parameter is set to
False.
• Ignore Call Forward All on Enterprise DN: This parameter applies only to outgoing
calls to a remote destination when the Reroute Remote Destination Calls to Enterprise
Number serv ice parameter is set to True. For example, adirect call ismade toaremote
destination number. "Hie Enterprise DN (for example, 2001) ofthe mobile user has aCall
Forward All (CFA) set to2001 and the Ignore Call Forward All on Enterprise DN service
parameter is set to True. In this example, Cisco Unified Communications Manager ignores
the CFA configured on the enterprise directory number and extends the call to the mobile
phone and the enterprise directory number; the call is not forwarded to 2001.
**•»
« I
•m*
12010 Cisco Systems. Inc Enablement of End User Telephony and MobilityFeatures 5-127
Configuring Mobile Voice Access in Cisco
fhis topic describes the configuration of MVA service in Cisco IInilied Communications
Manager.
nqurath
Activate Cisco Unified Mobile Voice Access (MVA) service.

Configure service parameters.
Enable MVAperend user.
Configure MVAmedia resource.
Configure MVA VXML application at Cisco IOS gateway.
1 he figure lists the necessarv steps to implement the MVA service.

Step 1 Actuate the Cisco Unified MVA service in the service activation area in Cisco
Unified Serviceability.
Step 2 Configure serv ice parameters for the Cisco CallManager Service.
Step 3 Unable MVA per end user in the end-userconfiguration.
Step 4 Configure the MVA media resource lo set up the call-in number.
Step5 Configure the MVA Voice XMI. (VXMI ) application al the Cisco IOS gatewav.
Introduang Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ) 2010 Cisco Systems, Inc.
Step 1: Activate Service
This step describes how to activate the Cisco Unified MVA service.
Step 1: Activate Service
Go to Cisco Unified Serviceability > Tools > Service

Activation
s- !::ii. -JGoj
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Check service and verify

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(7 Cst&Tftp Activated y^. service is running.
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Navigate to the Cisco Unified Serviceability pages. In the menu, chooseTools > Service
Activation, and activate the Cisco Unified MVA Service. When activated, verify that the Cisco
Unified MVA service is active using Tools > Control Center- Feature Services.
Step 2: Configure Service Parameters
fhis stepdescribes the configuration ofthe service parameters thatare applicable lo MVA.
Step 2: Confiqui
Navigate to System > Service Parameter and select

the CallManager Service
View and change
the feature access
—yC^ codes, if required.
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= •>&. ^ '
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, •
Enable Enterprise
Feature Access and
MVA
To configure Cisco Unified Mohilitv service parameters, choose System > Service
Parameters, select a server, and then select the Cisco CallManager Service. The parameters
that arc shown are clusterwide parameters, which apply to all servers.
Administrators can enable access to enterprise features bv setting the I'.nable I nteiprise feature
Access parameter to True. In this case, the following features can be used from a remote
destination plione and the corresponding feature access codes can be modified from their
default values:
• Hold: 'SI
• Exclusive Hold: *82
• Resume: *83
• Iraiisfcr: *84
• Conference: *85
• Session llandoff: *74
'fhese paranieiers must be unique and must comprise two or three characters. Allowed values
arc the numbers 0 through 9. the letters A through D. or the asterisk (*).
To enable MVA. set the Enable Mobile Voice Access parameter to True.
Note By setting the Enable Mobile Voice Access parameter to True, MVA is only enabled in
general In order to allow MVA to be used, it must be enabled individually for each end user
at the end-user configuration page
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
Step 3: Enable MVA for End Users
This step shows how to enable MVA for end users.
Step 3: Enable MVA for End Users
Navigate to User Management > End User and selecta user
Verify that the remote

destination profile is
configured correctly to
provide authentication
7^
At the end-user configuration page, activate the Enable Mobile Voice Access check box in
order to allow the end user to use MVA.
Note All other mobility-related parameters ontheend-user configuration pagewere discussed in

the section "Step 2:Configure End User" ofthe topic "Configuring Mobility Connect in Cisco
mm Unified Communications Manager."
Step 4: Configure MVA Media Resource
This step describes the configuration ofthe MVA mediaresource.
4: Confiqun
Go to Med :j Resources > Mobile Voice Access
1. Enter the MVA

DN.
••eh:
2. The gateway
^ running the MVA

applicalion needs
access to the
partition of the
MVA number
Ihe MVA media resource is automatically added when the Cisco Unified MVA service is
activated. It can be configured from Media Resources > Mobile Voice Access, 'fhe following
configuration options exist:
• Mobile Voice Access Director}' Number: Remote users who want to utili/e the MVA
feature must dial a certain PSIN number at an 11.323 gatewav. which provides access to
the MVA feature through a call application. The call application will roule the incoming
calls lo the MVA media resource. The number lhat is used for this call leg{gateway to
media resource) is the MVA director; numberthat is configured al the MVA media
resource. Because the VXMI call application resides on Cisco Unified Communications
Manager and is accessed from the gatewav by Iff ML. the local VXML application code
can refer to this configuration parameter in the Cisco Unified Communications Manager
configuration dalabase. The gatewav requires a dial peerforthis number, which points to
the Cisco Unified Communications Manager on which the Cisco Unified MVA service has
been activated.
• Partition: Assign a partition to the MVA directorv number. Make sure that the CSS ofthe
gatewav has access to this partition.
• Locales: Select at least one locale. B\ default, onlv the locale linglish United States is
available.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 D ©2010 Cisco Systems. Inc
Step 5: Cisco IOS Gateway Configuration
This step describes the configuration of an H.323 gateway lhat provides access to the Cisco
Unified MVA feature.
Step 5: Cisco IOS Gateway
^"t"1^* !-.e=u."'10.1.1 1.6-!3a/<-™ivr/Fig»S.'IVRM»illFa9*-™»l

di.l-p«« vols. 33991 pot.
dir»et- iowmrd-dlal
dl»l-p»« voic. 39S9I volp
„„i3c rn.rj.rt ipv*-lt>.1-1-1
dtmf-r*!«-,• hn<i-alph«n™*vji;
i||&ivi Gateway
Calls the
H4085552999
^ enterprise MVA
service
The figure shows asample configuration ofan H.323 gateway.

The following happens when aremote user dials the MVA number ++I4085552999 The call is
routed to the voice port ofthe router. The PSTN delivers anational number. The called number
4085552999 matches the incoming POTS dial peer 29991, which is ~nfiBu«d ™* *e*"'"
mva command. The service mv. command is configured with the URI. of the MVA VXML
call application (located at the Cisco Unified Communications Manager server where the C.sco
Unified MVAserv ice has been activated).
Enablementof End User Telephonyand Mobility Features 5-133

Configuring Mobility in Cisco Unified
This topic describes how to activate the Mobility leatures in Cisco Unified Cominunications
Manager f.xpress. Ihe following figure describes how to configure a sofikev template for
mohilitv.
Modify Softkey Template for Mobility

Create an ephone template with the Mobility softkey and
apply it to the ephones:
• Idle state allows end users totoggle the Mobility feature on and off
• In the connected state, end users can send anactive call tothe
configured Single Number Reach number.
• Resetthe ephone toapply the changes
ephone-template 1
GOftSteyii idle Kewcall Cfwdall Redial Mobility
softksys i-oniiecte-J Endcall Truster Park Mobility
ephone 1
mac-address 0024.97A9.0C04
ephone-typist.*. I
user-name "jdoe" password Cisco
type 7965
button 1:1
Ephone 1
Ioallow end users to access the Mobility feature, create or modify an ephone template [inter
global configuration mode and create or modifv anew ephone template with the ephone-
template tag command, where the tag range is 1to 20. In the example in the figure the
ephone-template I is used. Configure sofikev sin ephone-template configuration mode The
Mobihlv softke} is available in the idle and connected call states. During Ihe idle state end
users can toggle the Mohilitv feature on or off by pressing the Mobility softkev. In the
connected line state, users can send an active call to their Single Number Reach number.
In ephone-template configuration mode, enter the syftkevs idle {[Cfwdall] [Conjlist] [Dnd]
\(jpickup\ [Hlog\ [Join] [Login] [Mobility] [Sewcall] [Pickup] \Rediai[ [Rml.stC]} command
Ihe values in square brackets are the different available sofikeys. which can be configured in
the idle state, for example, softkeys idle Newcall Cfwdall Redial Mohilitv defines the New
Call. CFA. Redial. and Mohilitv softkeys in the idle call state. The first sofikey lhat is displaved
on the IP plione is the New Call softkev: the last soflkcy is the Mobility softkey.
'I hen. define the Mohilitv softkev mthe connected call slate wilh the softkevs connected
\[Acct\ [Conjl.ist] [Confrn] [Endcall] [Flash] \HLog] [Hold[ [Join] \Uveftcd] [Mohilitv] [i\irk\
[RmLstC] [Select] [Trnsf)M\ [Trnsfer[\ command.
Iinaliv. enter ephone configuration mode, fhe previously created ephone template must be
applied with ihe ephone-template tag command, where llie tag represents the identifier ofthe
ephone template. Reset the ephone to apply these changes.
5-134 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, inc.
Configuring Single Number Reach
This subtopic describes how to configure aSingle Number Reach number with Cisco
Configuration Professional and the command-lme interface (CLI).
Configuring Single Number Reach
1. Go to the Advanced tab.

Enable Single Number
Reach and enter
information.
2. Check Mobility to
allowsending active calls
to the Single Number
Reach number with the
Mobility softkey.
Tnc Single Nu-nber Reacn ^rc can b. ™^^™^^^1
toCisco Vilified Comniunications Manager F.xpress.
Enablement ofEnd User Telephony and Mobility Features 5-135

i2010 Cisco Systems, Inc
Configuring Single Number R
The snr calling-number local command displays the entemrisp

directory number instead cf the original caterX^^^.
!phone-dn 1
nuaibet 2001
name John Doe
2 Inccming Calling mobility
Nu Tiber
-494041326720C1 snr n5:ise2H5i de:.,y C -ir,,^ JO aiwd-i
A/" ephone 1
ephone-template 1
usemame "jdoe" password cieco
type 7965
button 1:1
f j CallerID
*ljpr +4909442325155
This figure shous the previous configuration ofSingle Number Reach that uas created bv
c::;
Usui \^Tm >,essionalManager
Iinified Communications ,n ti,e pmious
Impress.^ ™* ^^^ is , ^
losing the CLI the snr calling-number local command can he configured additional This
is used number (for example. 915118827499). By default, the original caller II)
5-136
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0
©2010 Cisco Systems.
Summary
This topic summarizes the key points lhat werediscussed in this lesson.
Summary
Mobile Connect enables users to receive calls placed to their

enterprise number at the enterprise phone and remote
phones such as cell phones.
Mobile Voice Access extends the Mobile Connect
functionality by allowing enterprise calls placed from a remote
phone to first connect to the enterprise and then break back
out to the called number using the enterprise number ofthe
user as the calling number.
The Single Number Reach feature on Cisco Unified
Communications Manager Express allows users to answer
incoming calls to their extension on either their IP phone or at
a remote destination. This enables callers to dial a single
number to reach the phone user. Calls that are not answered
can be forwarded to voice mail.
The lesson explained how to configure the mobility features in Cisco Unified Communications
Manager and Cisco Unified Communications Manager Express. This includes a step by step
configuration guide to enable Mobile Connect in Cisco Unified Communications Manager and
shous how to configure single number reach with Cisco Configuration Professional on Cisco
References
• Cisco Unified Communications Manager Administration Guide, Release 8.0( 1) at:

http:/A\wu. cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_0_l/ccmcfg/
bccm-801-cm.html
• Cisco Unified Communications Manager Express Administration Ciuidc at:

http://www. cisco.com/en/US/docs/voice_ip_comm/eucme/admin/configuration/guide/
cmeadm.html
>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features 5-137
Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.
Module Summary
Thistopic summarizes thekey points thatwerediscussed in this module.
Module Summary
Cisco Unified Communications Manager and Cisco Unified

Communications Manager Express provide different features for call
coverage, for example. Call Forwarding. Hunt Groups, Call Pickup
Groups, and shared lines. Cisco Extension Mobility allows end
users to use any IP phone with their own settings.
Native Cisco Unified Communications Manager presence features,
allows users to see the presence status in call lists like missed calls
or on presence-enabled speed dials.
Cisco Mobile Connect is an enterprise mobility service that
associates IP phone numbers with remote destinations such as
mobile phones. Cisco Mobile Connect allows mobile workers to
receive all calls to their IP phone number at multiple phone
destinations simultaneously.
Mobile Voice Access extends the Mobile Connect functionality by
allowing enterprise calls placed from a remote phone to first connect
to the enterprise and then to the called number using the enterprise
number of the user as the calling number.
Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
providea wide range of call coverage and mobility features. Additionally, with Cisco Extension
Mobility. an end user is able to use a personal directory number on Cisco Extension Mobility-
enabled IP phones, regardless of the physical location ofthe user.
References
• Cisco Unified Communications Manager Administration Guide, Release 8.0( 1) at:

htlp://\\ uw.cisco.com/cn/US/docs/voice_ip_comm/cucm/admin/8_0_l/ccmcfg/
bccm-801-cm.html
• Cisco Unified Communications Manager Express System Administrator Guide at:

htlp://www .cisco.com/en/US/docs/voice_ip_conim/cucine/admin/conriguration/guidc/
cmeadm.html
© 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-139
IntraducmgCisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems. Inc
Module Self-Check
Ql) Which two parameters can be used from the default device profile? (Choose two.)
(Source: UnderstandingTelephony Features)
A) calling search space
B) Media Resource Group Lisl
C) phone button template
D) privacy settings
F) Media Resource Group
Q2) Which statement describes hunt lists? (Source: Understanding 'lelephony Eeatures)
A) matches dialed number for call coverage
B) determines the hunt algorithm
C) chooses path for call routing
D) performs digit manipulation
Q3) Which twoofthe following occur when using intercom in a connected line state?
(Choose two,) (Source: Understanding Telephony Features)
A) The intercom initiator will hearthe intercom receiver andcalling party.
B) When a user is on an active call,the voice ofthe active callerand the intercom
line get mixed.
C) The recipient can end the active callandaccept the whispered call to initiate a
two-way intercom call.
D) The intercom lineand the voice ofthe active callerdo not get mixed if a useris
on an active call.
E) The active call with a called party is dropped automatically.
Q4) Ilow can visibility of Ihepresence-enabled speed dials be limited?(Source:
Understanding Telephony Eeatures)
A) presence groups
B) Subscribe CSS
C) calling search space
D) partitions
Q5) Presence groups can be applied to lines, phones (at the device level), and SIP trunks.
(Source: Understanding Telephony Features)
A) true
B) false
Q6) What is the benefit of paging groups in Cisco Unified Communications Manager
Fxpress? (Source: Understanding Telephony Eeatures)
A) When used with call-waiting capabilities, users get notified if a second call
arrives on the same paging group number.
B) Paging opens a one-way audio call to idle phones.
C) Paging groups limit presence visibility in Cisco Unified Communications
Manager Express.
D) Paging groups are groups for night-service notifications.
Q7) Which three ofthe following are not configuration elemcnls that are relevant for Cisco
Extension Mobility configuration? (Choose three.) (Source: Enabling "lelephony
Features)
Al location
Hi phone
C| end user
D) de\ ice security profile
1) de\ice pool
1") device profile
G) phone service
08) Which two ofthe following result ifthe user logs in to a device but is still logged in to
another de\ ice? (Choose two.) (Source: Enabling lelephony Features)
A) Ifthe multiple login behavior service parameter is set lo "disallowed," the
login fails.
B) If the multiple login service parameter is set lo "auto-logout." the user is
automaticallv logged out of the other device.
C) Ifthe multiple login behav ior enterprise parameter is set to "allowed," the login
succeeds and the user also remains logged in at the other device.
D) If the multiple login behavior enterprise parameter is set to "prompt." the user
is given the option to logout of the other device first.
E) The login fails.
Q9) Whieh of the following is not a valid variant ofthe Call Pickup feature? (Source:
Enabling Telephonv Features)
A) Call Pickup
B) Anv Group Pickup
C) Other Ciroup Pickup
[)) (iroup Pickup
QIO) Intercom CSSs are automaticallv created when an intercom partition is configured.
(Source: Enabling I elephonv Eeatures)
A) true
B) false
Ql I) Which two endpoints are supported bv the Cisco Unified Communications Manager
Presence feature? (Choose two.) (Source: Enabling Telephony Eeatures)
A) Cisco Unified IP Phones
B) devices that are reached through a SIP trunk
C) MGCP gatewav endpoints
D) 11.323 gateways
F) voice-mail ports
QI2) When configuring overlay functionality in Cisco Unified Communications Manager

Express, the call wailing overlay feature can be used when configuring w as the
separator. (Source: Enabling Telephony Eeatures)
A) true
B) false
5-142 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc
Ql 3) Cisco Unified Mobility consists ofwhich two components? (Choose two.) (Source:
Understanding Mobility Features)
A) Single Number Connect
B) Mobile Connect
C) Mobile IVR
D) Mobile Voice Access
E) Mobile Voice Connect
Q14) Which isindicated as the calling number for acall that isplaced from a remote
destination to an internal directory number? (Source: Understanding Mobility Features)
A) the Mobile Voice Access number
B) the numberofthe remotedestination
C) the directory number ofthe office phone with which the remote destination is
associated
D) the directory number ofthe called office phone, ifitisassociated with the
calling remote destination
Ql 5) Mobile Voice Access can be used with which two types ofgateways? (Choose two.)
(Source: Understanding Mobility Features)
A) MGCP
B) 11.323
C) SIP
D) SCCP
Q16) Mow many remote destinations can be configured per extension in Cisco Unified
Communications Manager Express? (Source: Understanding Mobility Features)
A) I
B) 3
C) 5
U) 7
Q17) In which two vvays can end users send an active call tothe remote destination? (Choose
two.) (Source: Enabling Mobility Features)
A) using the softkey in a softkey template
B) with a feature button in a phone button template
C) with a service URF associated with a phoneservice
D) by dropping thecall and calling both parties again
E) by connecting the originator and the remote destination into a conference call
Q18) Which configuration step is notpartof configuring Mobile Voice Access? (Source:
Enabling Mobility Features)
A) activating the service
B) configuring the XML application on the voice gateway
C) creating a phone service and subscribing it to a device
D) enabling end users for Mobile Voice Access
©2010 Cisco Systems, Inc Enablement ofEnd UserTelephony and Mobility Features 5-143
Q19) Which behav ior can be configured with (he snr calling-number local command?
(Source: Enabling Mobility Features)
A, displaying the called number instead ofthe remote destination al the calling
party
B| display ing the original caller at the remote destination
t) displaying the enterprise directory number instead ofthe original caller at the
calling party
!)) display ing theenterprise directory number instead ofthe original calleral the
remote destination
5-144 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
QU CD
02) C
Q3) B.C
04) A
Q5) A
Q6) B
Q7> A. D. V
Q8) A. B
Q9) B
QIO) A
OH) A.B
QUI B
013) B. D
QU) C
015) B.C
QI6) A
Q17) A.B
Q18) C
Q19) D
i2010 Cisco Systems, Inc Enablement ofEnd User Telephony and Mobility Features 5-145
Module 6
Enablement of Cisco Unity

Connection and Cisco Unified
Presence
Overview
Thismodule introduces Cisco Unity Connection andCisco Unified Presence. Efficient
approaches toadding users tothe Cisco Unity Connection system are shown, and user mailbox
maintenance for proactive management isexplained. The commonly used features ofCisco
Unity Connection and Cisco Unified Presence are explained along with methods for enhancing
the telephone user interface (TUI) experience for users.
Cisco Unified Presence supports Cisco Unified Personal Communicator, a powerful desktop
application lhat provides end users with voice mail, instant messaging (IM). computer
telephony interface (CTI) phone control, softphone capabilities, video, and presence features in
a single tool. With Cisco IP Phone Messenger, end users can exchange instant messages with
Cisco Unified Personal Communicator users from their attached Cisco Unified IP phone.
Module Objectives
Upon completing this module, you will beable to administer users inCisco Unity Connection
and Cisco Unified Presence, and enable the most commonly used features for both applications.
This ability includes being able to meet these objectives:
Describe the characteristics of Cisco Unity Connection
Describe the characteristics of end users and mailboxes in Cisco Unity Connection and the
related configuration requirements
Describe how to implement end usersand voice mailboxes in CiscoUnity Connection
Describe the characteristics of Cisco Unified Presence
Describe how to enable Cisco Unified Presence for end users
6-2 Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.
Lesson 1
Understanding Cisco Unity

Connection
Overview
This lesson describes the integration ofCisco Unity Connection with Cisco Unified
Comniunications Manager via different protocols. The main Cisco Unity Connection system-
level features are explained, including call handlers and the dial plan.
Objectives
Upon completing this lesson, you will be able to describe aCisco Unity Connection solution
aîd theTtegration with aCisco Unified Communications Manager. This ab.hty includes being
able to meet these objectives:
. Describe the Cisco Unity Connection system within aCisco Unified Communications
solution
• Describe the main Cisco Unity Connection system-level features and capabilities
This topic describes the Cisco Unity Connection system within aCisco Unified
Communicalions solution.
Cisco Unity Connection Ovi

Integrating wilh
Microsoft Actiue
Due dory tor
synch (on âlion and
optional authentication
Cisco Unified SIP
Presence LDAP
AXUSOAP
WebDAV
Cisco Unified CM
AXUSOAP Appliance Platform
Importing Users
Set Forwardino Artritiute
IMAP
<C
User GUI
User TUI or Voice

View Express Personal Rouling
Csco Unilv Connec.ton integrates messaging and voice recognition components to provide
global access to calls and voice messages for up to 20.000 users on asingle Cisco Unitv
Connection server, Cisco Unitv Connection advanced communication services offer voice
commands to place calls or listen to messages in hands-free mode, as well as to check messages
over the telephone or irom adesktop through an email inbox or abrowser.
Running on aLinux-based network appliance platform. Cisco Unitv Connection has its own
integrated message and data stores. Cisco Unitv Connection can integrate with Cisco Imilied
Communications Manager. Cisco Unified Communications Manager Lxpress. or traditional
H\s. C.sco I nity Connection can be configured to import auser database from Cisco Iinified
Communications Manager using the Administrative XMI. Iaver (AXI.) and Simple Object
Access Protocol (SOAP), " J
Cisco Unitv Connection can integrate with aMicrosoft P.xchange Server to bring voice
messages loan Internet Message Access Protocol (IMAP) desktop email inbox. The Web-
tiased Distributed Authoring and Versioning (WebDAV) service allows users lo import
calendaring information from Microsoft hxchange for personal transfer rules.
Calendaring integrations are available using the Microsoft hxchange WebDAV protocol to
Ciscei Unified MeetmgPlace. Cisco Unified MeetingPlace fxpress. Microsoft Lxehange W
and Ueh Serv ices application programming interface (API) (WebSvcs) for Microsoft hxchange
Microsoft Active Directory integration is available for synchronizing Cisco Unitv Connection
uscmames and passwords to the Active Directorv using the Lightweight Directorv Access
Irotocol (1 DAP) interface. Authentication for web-based application access is an optional
feature ot the Active Directorv integration.
Introduang Cisco Voice and Unifed Communications Administration (ICOMM] vS.O ©2010Cisco Systems.
Cisco Unitv Connection provides atelephone user interface (TUI) and avoice user interface
(VUl). With an IP phone and Voice View Express, the mailbox can be checked and browsed
visual) v.
)2010Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence
Single-Site and Multisite Deployment Model
In the simplest fonn. Cisco Unitv Connection can be deployed as a stand-alone server in a
Cisco Unified Comniunications solution. Cisco Unitv Connection implementations include a
500-user integration with Cisco Unified Communications Manager Husiness Edition, which
eolocates Cisco Unitv Connection lo a Cisco Unity Conneclion server cluster that supports up
to 20.000 voice-mail users.
Single-Site and Multisite Deploymei
Astandalone server supports up to 20,000 voice mail users

Easy deployment, only one codec G.711, no transcoders, and no
traffic pattern evaluation are necessary
Branch
Cisco Unity
\ Conneclion
\K DSP for
WAN
\^ Transcoding
G.711 Calls
PSTN G 729 Calls lo Cisco

Unity Connection
In a single-site deployment, hpically only one codec (S.7I I is used. 'Ihcrefore. no Call
Admission Control or transcoders are necessarv because no additional branches are connected
via WAN connections, where tvpieallv the G.729 codec is used.
Ihc platfonn ov erlav detennines the eapacitv. capabilities, and number of users supported. If
high availabilitv and redundancy arc needed, or if there are going to be multiple locations or
expected growth, anotherdeplov ment model might belter meetthe needs ofthe organization.
I rat fie patterns need lo be evaluated onlv vvhen Cisco Unilv Connection is used as a centralized
voice messaging svstem or in a distributed voice messaging solution. Imagine, ior example,
that 250 users that are located in branch o\Ticc are using a centralized voice messaging system.
If 10 percent use the voice-mail svstem at the same time, voice messaging brings 25 additional
connections (25 calls * 24 kb/s on I.avcr .1 - 600 kb/s) to the voice traffic pattern for the Cisco
Unitv Connection application, fhese 25 calls need to be transcoded. which might require
additional digital signal processor (DSP) resources at the headquarters location.
Introduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.
Cisco Unity Connection Integration
Cisco Unitv Connection can integrate with different phone systems, such as Cisco Unified
Communications Manager, and with qualified circuit-switched phone systems.
Cisco Unity Connection Integration
• Cisco Unity Connection can be integrated with different telephony

systems at the same time,
* Cisco Unified Communications Manager can be integrated via
SCCP or SIP.

Manager Cluster via SCCP
Cisco Unifed Communications

Manager Cluster via SIP
SIP, PIMG.orTlMG
Cisco Unity Connection also supports simultaneous integrations with multiple telephone
systemsat the same lime.
CiscoUnified Communications Manager andCisco Unified Communications Manager F.xpress
are supported phone system integrations and can integrate through Skinny Client Control
Protocol (SCCP) and Session Initiation Protocol (SIP). Circuit-switched phone system
integrations are accomplished through the Cisco PBX IP Media Gateway (P1MG) or LI IP
Media Gateway (TIMG) and a SIP trunk.
) 2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-7
Cisco Unity Connection SCCP Integration
When integrating Cisco [inified Communications Manager wilh Cisco Unity Connection via
SCCP. use the VoiceMail Port Wizard, which is available in Cisco Unified Communications
Cisco Unity Connection
The voice mail pilot and hunt pilot are used to call the voice
messaging system
Voice messaging traffic can be secured
SCCP integration uses port 2000 or 2448.
Ihe Voice Mail Port Wizard asks for sonic parameters (number of voice-mail ports, and soon)
andgenerates ihe voice-mail ports automaticallv and putsthem intothe linegroup, fhe hunt
list and hunt pilot need to be configured manually.
For the voice-mail profile and voice-mail pilot, use and modifv theexisting default entries,
which are used bv all users in the Cisco finified Communications Manager system.
When a userpresses the Messaging button. Cisco Unified Communications Manager searches
the voice-mail profile and voice-mail pilot. Lor example, ifthe voice-mail pilot is configured
with the number 2100. the Cisco Unified Communications Manager searches for a hunt pilot
with the number2100. fhe hunt piloi looks up its configured hunt list again, the hunt list looks
up the line group, and then the voice-mail ports are accepted as defined in the distribution
mechanism, for example, round rohin.
On the Cisco f!nit> Connection system, the call enters via theports, which are the counterparts
ofthe Cisco Unified Communications Manager voice-mail ports.
The ports on Cisco Unit; Connection can be configured; for example, to process voice mails, lo
set the Message Waiting Indicator (MWI) on or off. and so on.
Call routing can be controlled via the port group or phone svstem. including how calls come in
and leave the Cisco Unit; Connection system.
Ihe MWI needs to be configured on Cisco Unified Comnuinicalions Manager and Cisco Unitv
Connection with the same numbers, for example. 2110 for MWI on, and 2111 for MWI off.
The Cisco Unit; Connection dials out the MWI number and forwards that to the Cisco Unified
Communicalions Manager and dials the IP phone. The MWI is either on or off. The numbers
can also be dialed manuallv to test ifthe MWI numbers can reach the IP phones (class of
service (CoSj might prevent this behav ior).
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc
The SCCP integration uses port 2000. which is the standard SCCP port. Port 2000 is also used
bv the IP phones to communicate with Cisco Unified Communications Manager. The
communication between the IP phone and Cisco Unity Connection can be secured (port 2448).
which requiresthe use of certificates.
>2010 CiscoSystems, Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-9
Cisco Unity Connection SIP Integration
Cisco Unified Communications Manager SIP integration requires fewer configuration elements
then SCCP integration.
;isco Unity Connection SIP Integration
The voice mail pilot and a route pattern are used to call the voice
messaging system
Voice messaging traffic can be secured.
SIP integration uses port 5060 or 5061
No explicitMWI numbers are required
When integrating Cisco Unified Communications Manager with SIP, first a SIP trunk securitv
profile is created. The SIP trunk security profile isused by the SIP trunk, which points to the
Cisco Unit; Connection s;stem.
Instead ofa hunt pilot, a route pattern with, for example, the number 2100 isconfigured. Ihe
voice-mail profile and voice-mail pilot areused inthe same way as they are used in SCCP
integration. When the user presses the Messaging button on the IP phone, the configured
number in the voice-mail pilot, for example. 2100 is used, and the Cisco Unified
Communications Manager searches for a route pattern with the number 2100. Cisco Unit;
Connection is reached via the SIPtrunk, fhe number of pons is notdefined in Cisco Unified
"fhe elements that arc used for SIP integration on the Cisco Unit; Connection svstem are more
or less the same as the elements involved ina SCCP integration. The ports arcconfigured to
register with a SIP server, which is the Cisco Unified Communications Manager. The number
of ports is specified in the Cisco Unilv Connection system only.
Ihe most significant difference between ihe SIP and SCCP integrations involves the MWI
handling. There are no explicit MWI numbers for MWI on or MWI off.
The SIP integration uses port 5060. which is the standard SIP port. Port 5060 isalso used by
the IP phones to communicate with Cisco Unified Communications Manager. Ihe
communication between the 1P phone andCisco Unilv Connection can be secured usinaport
5061.
Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM] v8 0 ©2010 Cisco Systems. Inc
Cisco Unity Connection Features
This topic describes the main system-level features of Cisco Unity Connection, including call
handlers and the dial plan.
Cisco Unity Connection System Settings
The Cisco Unity Connection systems settings

comprise, among others:
* General settings: Time zone, language, and so on
• Roles: Greeting Administrator, System Administrator, and so
on
• Enterprise parameters
• Service parameters
• LDAP
Cisco Unity Connection system settings arc very- powerful and offer many configuration
options. This course covers only the settings, which are related to end-user administration and a
single-site deployment, orcustomer support for ticket resolution.
The general settings allow the administrator tomodify the default settings. The time zone
setting depends on settings during the installation, the system default language isEnglish
(U.S.). the system default TTS language isEnglish (U.S.), the default recording format is G.711
mu-law. and'the default maximum greeting length is 90 seconds. The administrator can also
define the action in case a recipient cannot be found.
The predefined roles can be used to limit the GUI access tocertain configuration areas orlimit
the TUI for difTcrent kinds of administrators. The AudioText Administrator administers call
handlers, directory handlers, and interview handlers. The Greeting Administrator manages call
handler recorded greetings viaTUI. The Help Desk Administrator resets user passwords,
unlocks user accounts, and views user settings. The Remote Administrator administers the
database using remote management tools. The System Administrator is the top-level
administrator and canaccess all CiscoUnity Connection administrative functions, reports, and
tools for servers and users. The Technician can access functions that enable management ofthe
system and phone system integration settings, viewing ofall system and user settings, and can
run all reports and diagnostic tools. The User Adminislrator administers users and can access
all user adminislration functions, user reports, and user administration tools.
Theenterprise parameters and service parameters arc like the Cisco Unified Communications
Manager enterprise parameters andservice parameters. Theparameters allow restriction of
Cisco Unity Connection user option pages, QoS settings,and so on.
©2010 Cisco Systems, Inc. Enablement of Cisco Unity Conneclion and Cisco Unified Presence 6-11
LDAP can be integrated and allows use ofthe LDAP directory and LDAP authentication. With
the use of LDAP authentication, a single password login can beoffered to users.
Other system settings are cov ered inthe next lessons ingreater detail.
Introducing Cisco Voice and Unified Communications Adminislration (ICOMM| v8 0 © 2010 Cisco Systems, Inc
Cisco Unity Connection Call Handler
In Cisco Unit; Connection call management, three different kinds ofcall handlers can be
selected.
System call handlers areused for greetings and can offer the caller different call actions
depending onthe digit that isselected by the caller. Directory call handlers allow callers to
search for users on the Cisco Unity Connection system or on connected voice messaging
systems. The interview call handler allows thesystem to askthecaller questions and records
the answers. The recorded message can be sent to any voice-mail user.
There arethree preconllgured system call handlers: goodbye, opening greeting, and the
operator. Theopening greeting is the greeting that callers—who are notsubscribers or do not
transmitthe callingnumber—will hear when they call the general voice messaging system
numbers. Users are asked to enter their ID and PIN to log in to the personal mailbox.
>2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-13
Call Handler Example
Asvstem call handler can manage incoming calls to the main direct inward dialing {DID
number of a company or for all eompanv phone numbers, fhe system call handler can. for
example, pla; a greeting and offer the caller various choices.
Caii Handier Example
Opening Gieeting
Hallo,thanKyw (or callingC'SCB Syaten-B
Ypu may antartr-Bextension of Mia partan y« are =a-rj a: any *Tie
Fcradiradoryof employees, press'
For job Ksbngt. preti 2
For toca! techn cat support 4
For the ope rator, pr«» o
1""
Directory Job
Search Listings
Job interview';
In the example in the figure, when a caller presses 1on the phone keypad, the callercan search
viaa director; call handler through the company directory and search for an employee, ifthe
emplovee is listed.
Iflhe caller presses 2 in ihc example, anothers; stem call handlerplays a differentgreeting,
which then brings the caller to an interview call handler that asks for the name of the caller, the
job the caller wants to appiv for. and so on.
If the caller presses 4. the caller reaches the local tech support, and vvhen pressing zero the
operator is called. A hidden menu can also be offered, which might require an authentication
after it is selected.
Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Cisco Unity Connection Call Routing
Direct call routing rules process calls from users and unidentified callers that arc dialed directly
to Cisco Unitv Connection. Forwarded rules process calls that arc forwarded to Cisco Unity
Connection, fhe difference between the direct routing and forward routing is the origin ofthe
call: direct call or forwarded call.
Cisco Unity Connection Call Routing
• Handle calls from users and unidentified callers.

• Direct and forwarded calls can be handled differently.
• Attempt Sign-In, Attempt Forward, andOpening Greeting are predefined.
Plrone System or
Port
These arc the predefined direct routing rules:

• Attempt Sign-In: Calls from users are routed tothe user log inconversation.
• Opening Greeting: Calls from unidentified callers are routed tothe opening greeting.
The predefined forwarded routing rules are:
• Attempt Forward: All calls forwarded from a user extension are routed tothe user
greeting.
• Opening Greeting: Calls forwarded from an extension that isnot associated with a user
account are routed to the opening greeting.
Call routing rules allow a call to be filtered, and anaction can beapplied to the call. For
example, all calls that are received from a number associated with a good customer arc directly
transferred to an appropriate number. As another example, all calls thatcome in for a
discontinued company number get information that the number has changed, and are
transferred to the company auto-attendant.
Thecall routing rules can be specified based onthe following parameters or conditions:
• Calling number, for example, 2001. or 123* for all calls starting with 123
• Called number
• Voice-mail port from I to n (applies to direct calls only)

• Phone s;stem. if more than one is used (appliesto direct calls only)
>2010 Cisco Systems. Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-15
• Forwarding station (applies to forwarded calls only)
• Schedule. u hich can be defined for all hours, weekdays, orcustomized time frames
Combined with the call action, the adininistralor can now define that all calls from the area
code 408 will go lo a certain user, orifthe caller 2001 dials in, the call is processed in a
specific wav.
6-16 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) u8.0 ©2010 Cisco Systems, Inc
Cisco Unity Connection Distribution Lists
Svstem distribution lists in Cisco Unity Connection arc used to send voice messages to multiple
Cisco Unity Connection Distribution Lists
• System and prtvate distribution lists can be defined.

• Predefined systemdistribution listexists, forexampleone that
comprises all voice mail users.
• Private distribution list can be limitedby the number of members or
the number of distribution lists per user.
• A distribution list can be a recipient of voice messages.
System
Distribution
List
Maximum Lists-
per User
Maximum
Members per .
Dialrliwtioii ust
Theusers thataremembers of a system distribution listaretypically users who need the same
information on aregular basis, such as employees in adepartment ormembers ofateam. The
predefined system distribution lists arc: undeliverable messages, all voice-mail users, and all
voice-mail-enabled contacts.
Priv ate distribution listscanbe configured by thevoice-mail user. Theadministrator candefine

a maximum number of99private distribution lists peruser, and the default is25. Within the
private distribution list, the number ofmembers can be set toamaximum of999. and the
default is 99.
i 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-17
Cisco Unity Connection Authentication Rules
With Cisco I'nil; Connection authentication rules, the security level can he set and controlled
toallow \ oice-mai! users to connect to the voice messaging system.
Cesco Unity Connection Authentication
The authentication rules allow you to secure and

control access to Cisco Unity Connection:
• Number of failed login attempts
• Lockout duration
* Credential expiry
* Minimum credential length
• Trivial passwords
I he following settings can be defined for an authentication rule, where the values in ihe
parentheses specify the default value:
Failed Sign-In Attempts (3) or No Limit for failed Sign-Ins
Reset failed Sign-In Attempts Tver; Minnies (30)
Lockout Duration Minutes (30) or Adininistralor Must Unlock
Minimum Duration Between Credential Changes Minutes (1440 = I day)
Credential Lvpires After Da;s (ISO)or Never Lxpires
I:\piration Warning Davs (0)
Minimum Credential Length (6)
Slored Number of Prev ious Credentials (5)
Check for Irivial Passwords
To allow voice-mail users to use the PIN 123. disable the check for trivial passwords and
change the minimum credential length from 6 to 3.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 >2010 Cisco Systems, Inc.
Cisco Unity Connection Dial Plan
The dial plan in Cisco Unitv Connection is based on partitions and search spaces. These entities
can be compared to Cisco Unified Communications Manager partitions and calling search
spaces.
Cisco Unity Connection Dial Plan
The dial plan in Cisco Unity Connection issimilar to

Cisco Unified Communications Manager:
. By default all users arein the same default partition.
• ASearch Space includes partitions,
• Adirectory call handler allows callers to dial users via the search spaces.
Directory Call
Handler 2222
During the installation of Cisco Unity Connection, aname must be entered. This Cisco Unity
Connection name is the default name ofthe preconllgured partition and search space. Both are
preselected, for example, in the user and call handler templates. Therefore all new users or call
handlers belong to this default partition and have the default search space assigned.
Asearch space can be used to control where adirectory call handler, and therefore acaller, can
search for users vvhen the caller selects the options to dial auser or send amessage. The search
space can limit the caller search to only the current server, all servers, or only in certain
partitions.
For example, in amultisite scenario, the administrator can create adirectory call handler per
location. These site-specific directory call handlers can only search for users in the current site,
but not the complete company directory. Another example would be to place managers into a
manager partition, so that external users cannot dial amanager directly.

Enablement of Cisco Unity Connection and Cisco Unified Presence 6-19
Summary
Ihis topic summarizes the ke; points that were discussed in trm
•ummary
- Cisco Unity Connection integrates with Cisco Unified

Communications Managervia SIP and SCCP. The data
connection can be secured for both integration variants.
1The system settings allow the modification of enterprise and
service parameters
• Call management iscomprised ofthese powerful call
handlers:
System call handler

Directory call handler
Interview call handler
With partitions and Search Spaces, the access to search for
users on Cisco UnityConnection can be limited or even
extended to other voice messaging systems.
The lesson introduced Cisco Unirv Connection and the supported features and integration
options with Cisco I•nified Communications Manager. Sellings can be modified on different
levels: object-related, template-based, or on a svstem level.
References
• Documentation Ciuide for Cisco Unity Connection Release K.x:
htlp://www.cisco.com eivLS.docs/voiee_ip_comni/connection/Kx/roadmap/fixcucdg.html
Introduang Cisco Voice and Unified Communications Adminislration (ICOMM) v80 ©2010 Cisco Systems, Inc
Lesson 2
Understanding End User and

Voice Mailbox Characteristics
and Configuration
Requirements
Overview
This lesson describes how the user templates allow a more efficient user creation process and
how they can be used in scenarios with different requirements. The main user parameters arc
explained and how the user settings are individualized with features like private distribution
lists and message notification devices. This lesson also describes different options tocreate,
import, or migrate users lo Cisco Unity Connection.
Objectives
Upon completing this lesson, you will be able to efficiently work with user templates,
indiv idualize useraccounts, and understand the mailbox parameters and theirimpact on the
Cisco Unity Connection storage system. This ability includes being able lomeet these
objectives:
• Describe the Cisco Unity Connection user templates
• Describe the Cisco Unity Connection end users
• Describe the Cisco Unity Connection voice mailboxes
Cisco Unity Connection End User Templates
llnstopic describes ihc user templates and how the user templates can be used in differe
•renl
scenarios.
User Templates A/lode!
User templates are configuration helpers:

- Decrease the configuration effort through preconfigured general settings
• Used only for adding new users
• Two preconfigured templates voice-mail user and administrator
User templates can be used to work more efliciently and faster on reoccurring tasks. Ciencral
parameters, which arcthe same for all users or groups of users, canbe predefined. If new users
are added tothe Cisco Unitv Connection system, all users have the same preselected settings,
for example, the language or time zone, If the user template is changed at any time, these new
settings will onl; affect users that arecreated after the user template change. To change
parameters forevisting usersor a group of existing users, use the Cisco Unified
Communications Manager Bulk Adminislralion Tool.
[hereare two pre-existing user templates. One is for administrators and the other user template
is for users. An administrator could, for example, build a user template model where settings
arepreconfigured for managers, cmplovees. or trainees. The managers might have mailboxes
with more space for voice messages, or might beable to be notified permobile phone if a new
message arrives, hmployees might have preconfigured message actions, and trainees may be
limited to listening to voice messages. Usertemplates can also be based on the location and can
specif; the language to use and the time /one for the location so that messages arerecorded
with the correct time stamp.
When creating a new user, select the user template and the user template entries arecopied lo
the new user,
Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 J2010 Cisco Systems, Inc
General Settings vs. User Settings
In a Cisco Unitv Connection system, user parameters can be set in many places. Like Cisco
Unified Communications Manager Administration, enterprise and service parameters can be
set. which arevalid for all entities inthe Cisco Unily Connection system. A change in the
enterprise or senice parameters affects all entities immediately.
General Settings vs. User Settings
User-related parameters can be defined in different places

in Cisco Unity ConnectionAdministration:
• Enterprise and service parameters on highest level
* General settings on system level
• User templates on midlevel
• User settings on low level
Inherit
Genera! SaHings
Inherit I
Copy
The next level is general settings, which can modify system settings. A change on this level
affects all entities immediately.
The usertemplates canoverride the general settings for new users. A change in the user
template will notaffect existing devices because the parameters arecopied from the user
template during the creation ofthe new user.
On the userlevel, a configuration parameter overrides the general settings. If, for example, a
manager needs additional mailbox space forvoice messages, themailbox quota will be
modified on the user level for the manager only.
)2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-23
User Template Basics
There are man; parameters to set for a user or to adjust the mailbox behavior with user
templates.
User template basics are the main component in a user

creation process:
Ufer.Templrte Basics.
he important user template sellings are the following:

i Name: The name is an alias, which is actually the name ofthe usertemplate, forexample,
"manager." which is selected during the end-usercreation process. The name generation for
userscan also be selected, where the default is first name followed by the last name.
i Phone: fhe dial plan is set in the phone area, and indicates the partition to which the user
belongs and in which search space the user can searchwhen sending messages via the
telephone user interface (TUI). for example.
Class of Sen icestands for the features the usercanaccess, for example, using Internet
Message Access Protocol (IMAP) to receive voice messages or Cisco Unified Personal
Communicator.
Ihe schedule is sel b; default to weekda;s. fhe schedule shouldbe changed to all hours,
otherwise the mailbox will not answer calls in the evening hours or on the weekend.
i Location: The location is used to sel the language, which is important in a multinational
deplov ment. fhe language is also important in a singlesite, where dilTerent groupsmight
only expect callers from certain countries, likea hotlinenumber, for example. The time
/one must be set so that a user in New York or a user in San Jose will be informed about
the correct time when a message was left.
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Default Class of Service
The term "class ofservice" (CoS) can be misleading. CoS in this context has nothing to do with
CoS in Cisco Unified Communications Manager or in quality of service (QoS).
Default Class of Service
Class of service defines which feature can be used by Cisco

Unity Connection users:
Ctass ot Service
Name Recording Length
GrefiifngsUnatti
Unified Personal Communicator
Personal transfer Rules
Distribution Lists
Restriction TaBles
CoS describes which features can be used by the users. There are two default C'oS profiles:
system and voice-mail user. The voice-mail user CoS supports the following by default:
Timers define recording times foruserswhoare assigned to the class of service. Default
recording times are: for the name, is 30 seconds; for the greeting, 90 seconds, and for the
total message length. 300 seconds.
Users are listed in the directory by default,so all users can be found when searching users
via a director;' call handler.
Features that can be licensed arc disabled, for example, the ability to access voice mail
using an IMAP client, or Cisco Unity Inbox.
Other features, like Cisco Unified Personal Communicator or call transfer rules, are also
disabled b; default because they could generate additional costsfor the company.
Alternate extensions can only be set by the administrator. Otherwise the feature could open
a securitv hole within the Cisco Unified Communications solution.
The number of private distribution listsand the members per private distribution listcan be
limited.
Call Transfer for outgoing or transferred calls can be restricted.
© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-25
Password Settings and Roles
Ihe passwords use the previousl; described authentication rules; for example, a minimum
credential length of three anda trivial password can be allowed. With this authentication rule,
the password can be setiorall new users to 12,1 The user must change the password at the next
login.
Password Settings and Roles
There are password settings for voice mail and the

web application:
» Use of authentication rules
• Password settings:
Locked by administrator
Cannotbe changed by user or must be changed at next
login
Do not expire
* Change the password
For example, password 123
Combined with change at next login
• Roles
By default, no administrator role assigned
for securitv purposes, disable iheuse of trivial passwords and specify a minimum length of
five digits forthe PIN. which is used for the TUI lo access voice messages. 'I'hc web
application password is used lo access the Cisco Unit; Connection User Options pages.
When calling the Cisco Unit; Connection svstem pilot number, the system might ask you for a
password, which is actuall; the PIN. for securit; reasons, do notenable the Does notexpire
check box. so passwords need to be changed on a regular basis.
Single password sign-in can be offered forthe web application vvhen a Lightweight Directorv
Access Protocol (LDAP) integration with LDAP authentication to the Active Directorv server
is set up. 'fhe PIN cannot be set in the Active Directory. Therefore, the PIN must be
administered in the Cisco Unit; Connection Adminislration.
I ndcr roles, the user can he assigned to an administrator group, lor example, the user
adminislrator. With the new accessrights, the user can create new users. By default, usersdo
not have a defined administrator role.
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Transfer Rules and Greetings
There are three predefined transfer rules. The standard rule is enabled without an end date, but
the standard transfer rule cannot be modified. The alternate rule might replace the standard rule
with an end date, for example. So between Christmas and the New Year, an alternative transfer
rule could be used instead ofthe standard transfer rule. Ifthe schedule for the user isset to
wcekdav s onlv. the closed rule isused onthe weekend and after business hours.
Transfer Rules and Greetings
Transfer rules are used to reach users:

• A standard rule is enabled, but it cannot be modified.
• With greetings, users can personalize their mailboxes.
- Errorgreeting plays ifthe caller enters invalid digits.
Users can individualize their greetings indifferent ways. Astandard greeting would be"John
Doe is notavailable." Thename John Doe is generated automatically from the display name by
Cisco Unity Connection. The alternate greeting isused for personalization ofthe voice
mailbox. The closed greeting can beplayed on weekends, ifthe schedule isset toweekdays.
The holiday greeting allows you tohave a personalized greeting for callers, which isplayed on
a holiday. In addition, three rarely used system greetings exist for busy (played when the
extension isbus; ). error (played ifthe caller entered invalid digits), and internal (played to
internal users onl;).
The standard greeting is enabled by default. Other parameters to define are: what callers hear
before, during, and after the greeting, or the option for callers to select the language.
) 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-27
Call Actions
After the greeting, the caller can be offered various options to process Ihe active ca
al! Actions
After the greeting, thecaller can be offered various call options:
fhe commonly used standard option is the call action to take a message. On the weekend or
during holiday s.the caller might be directed to another greeting or the call isended after
playing a message.
A transfer to a call handler canalso be selected, likea system call handler, interview call
handler, and director; call handler, fhe call handler must already exist to be selected during the
configuration.
With conv ersalion. the call can be sent to the broadcast orgreeting adminislrator. Amailbox
could be createdthat allows external dial in. which allows the administrator to rerecord
greetings. This function could be useful on a day when there is bad weather. Theadministrator
can rerccord a grceiinglike -We are closed today because of snow and ice." 'Ihe callercan be
transferred to an euernal number, like the mobile number ofthe originally called user. The
caller can alsobe offered an opportunity to sign in lo a mailbox with the IDand PIN.
lor example, directory numbers that are used by a team wilh a shared mailbox could forward
the caller to another user mailbox if a called support plione number does not answer the call.
Intrcducing CiscoVoice and Unified Communications Administration (ICOMM] vB.O ©2010 Cisco Systems. Inc
Message Actions and Caller Input
The message settings can influence the TUI experience of a caller.
Message Actions and Caller In
Messages can be handled in different ways:
eaii Messages (ByGates);
A callerwho leaves a message can be allowed lo edit the message afterspeaking, or to rerecord
the message. The message can be marked with normal or urgent importance, or the callercan
be asked to choosea messagepriority. This will have an impacton the messagenotification,
because the user can choose to be notified for all or only urgent messages. After the message is
left bv the caller,the standard messageactionsare available (call actions, call handler selection,
conversation, user with mailbox).
The messageactioncan be selected for voice mail,email, or fax. 'fhe actionsto be selected are
accept, reject, or relay themessage. A relay address mustbe specified ifthe messages need to
be relayed.
Ifthe caller enters a digit duringthe announcement (that the called party is not available), an
action can be specified per digit. Predefined actionsare specifiedfor the asterisk (*) for sign-in
and for zero (0) for the operator. The other digits can be customized with the standardcall
actions. For example, if a callerdials the digit 8, the caller is transferred to a helpdesk.
) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence
TUI Experience
I'hcTUI experience can be modified for the callerand for the Cisco Unitv Connection user.
TUi Experience
The TUI experience can be modified to meet user

expectations:
* Phone menu
Time format
Timers
Conversation volume and speed

• Playback settings
Message volume and speed
Counter for new and saved messages
Ray order for new and saved messages
Add caller information, extension, etc
In the Phone menu, ihe following parameters can be changed (the default appears in
parentheses):
• Conversation volume from low to high (medium), conversation speed slow to fastest
(normal).
• lime format (12 hours).
• Timers for entering digits, for example, how long to wait for the next digit when entering a
name (3 seconds).
After the call, the call action can be selected.
for the pla;back of messages, ihe following parameters can be modified:

• Ihe volume and speed can be sel for phi; back ofthe messages.
• Counters can be announced for new messages, faxes, or emails.
• Counter announcement for saved messages can be enabled.
• The order of pla; ing new or saved messages can be set (urgent first, followed in order
based on incoming time).
• F.nable the pla; back of information from the sender: extension, message number, lime of
sending the message, and so on.
• Confirm deletions of new and saved messages.
Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ) 2010 Cisco Systems, Inc.
Cisco Unity Connection End Users
This topic describes the main Cisco Unity Connection user parameters and how auser account
can be individualized.
End User Creation
Creating a new user requires some main parameters:
Ifthe user templates arepredefined, only some individual selections and settings need to be
configured when a new user is created. When creating a user, select the user template, for
example, theemployee usertemplate. The individual parameters that need to be set arc a
unique alias (ID), the first and last name, a mailbox store if more Cisco Unity Conneclion
servers are set up. and the extension.
The alternate extension is not required but increases productivity and improves the user
experience. Setup. for example, the mobile and home phone numbers as alternate extensions so
the user can dial the Cisco Unity Connection pilot numberfrom these devices and use the
personal login, where only the PIN needs to beentered. If a nondefined extension calls into the
Cisco Unit; Connection system, the standardopeninggreeting is playedby default.
) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-31
Extensions and Call Forward Options
The figure shows two examples ofcallers reaching the Cisco Unity Connection system. The
difference is which number Cisco Unity Conneclion reads out to connect to a mailbox or call
handler.
Extensions and Call Forward Options
Message flows to Cisco Unity Connection:

• Internal and external directed calls use the calling number for identification
Forwarded calls use the forwarded number for identification.
A directed call is a call that is initiated b; an IP phone vvhen the Message button is pressed or
when a PSTN callerdials the Cisco Unity Connection system pilot number. In botheases, the
calling number is recognized and controls the call fiow in the Cisco Unity Connection system.
Ifthe calling number is an extension, the mailbox answers the call with a personal login
message and asks tor the PIN. Otherwise. the standard opening grceiing is played, which is the
default for all PSTN callers. In order for the Cisco Unity Conneclion system to recogni/e
external callers, an alternate extension can be configured, for example, the mobile phone
number of the user.
A forwarded call occurs when an internal or external callerdials for example, the director;
number 2001. but needs to speak lo someone on another extension. Call forward can be
configured for all calls, for calls received vvhen an extension is busy, or when a call is not
answered, the call can be forwarded to voice mail. Other Call forward situations include a call
lo a device that is unregistered, where the call is forwarded lo the Cisco Unity Conneclion
svstem. "fhe forwarding number selects the mailbox ofthe user 2001. ifthe extension exists,
and the caller can leave a message.
In Cisco Unified Communicalions Manager Adminislration. Call forward can be configured on
the directory number. Call forward All can be set by ihe user at ihe IP phone. In the Cisco
Unified Communications Manager User Options pages, the user can set Call forward for
different cases, for example. Call forward Bus; or Call forward No Answer to voice mail.
Voice Messaging with SRST and AAR
When the WAN is available, calls use the WAN and send the internal directory number. Cisco
Unity Connection recognizes the extension and the personal login is offered to the caller.
Voice Messaging with SRST and AAR
Scenarios for additional alternate numbers are:

* Ifthe WAN is busy or not available
• If AAR and SRST are rerouting the calls overthe PSTN and are sending
the E.164 number as the calling number
Cisco Uriif ed
Communicalions Manager
Ifthe WAN goes down or is busy (as identified by Call Admission Control [CAC|). calls are
rerouted over the public switched telephone network (PSTN) automatically. The Survivable
Remote Site Telephony (SRST) router takes over the call processing function when the WAN
is down.
for calls to Cisco Unity Connection, a rerouting over the PSIN isrequired, and the SRST
router sends the call with the complete B. 164 number asthe calling number; for example.
14085552001. By default, this number isnot an extension in the Cisco Unity Connection
svstem. The number 14085552001 with the extension 2001 needs to beconfigured as an
alternate extension for the user.
IftheWAN is busy, automated alternate routing (AAR) also reroutes the call over the PSTN.
Depending on the configuration, the calling orforwarded number can be sent as the complete
E. 164 number. Again, this complete P.. 164 number must be configured as an alternate extension
for the Cisco Unity Connection userto reach the mailbox.
© 2010 Cisco Systems. Inc Enablementof Cisco Unity Connection and Cisco Unified Presence 6-33
Voice Mailbox
During the user creation process, the Cisco Unity Connection adminislrator can enable or
disable the self-enrollment feature for the voice mailbox ofa new user.
Voice Mailbox
A new voice mailbox needs a first initialization:

* Can be done or disabled by the administrator
• Orcan bedone by the end userduring first login
Ihe user can decide to list their profile in the Cisco Unity Connection directory. Ifa caller
selects lo dial h; name, the director; call handler will search in the directory list for directory
list-enabled users.
fhe voice name can be rerecorded. B; default. Cisco Unity Connection generates the name
from the displa; name: for example. John Doe. When John Doe is nol available. Cisco Unit;
connection announces that John Doe isnot available instead ofusing the extension number'
2001.
finallv. the greeting can he changed from the standard greeting to an alternate personalized
greeting.
IntroduangCiscoVoice and Unified Communicalions Administration (ICOMM) v8 0 ©2010 Cisco Systems Inc
Private Distribution Lists
Svstem distribution lists can beused by all users inCisco Unity Connection. Private
distribution lists arc created by the user (or administrator) and therefore only the user can
manage and use private distribution lists.
Private Distribution Lists
In addition to system distribution list, the user can create

private distribution lists:
• Asales managerhas three teams: voice, security, and network and
wants to manage them all or individually.
Voice
Security
Network
Forexample, a sales manager is responsible for theteams: voice, security, and network. To
distributenews and information to each team, three privatedistribution lists are created. To
manage all three groups at the same time, one private distribution list can becreated, for
example. All Lists, which can include thethree private distribution lists for voice, security, and
network. A message can therefore bedistributed to the members of all three groups (voice,
security, and network) by usingthe All Lists distribution list.
© 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-35
Notification Devices
Standard notification on Cisco Unit; Connection is by default the MWI on the IP phone, for
mobile users, additional notifications canhe sel up.
Notifications Devices
Users can be notified if new messages are left:

• Restnction tables define the calling rights
- Notifications calls ask for a PIN
MWI
Pager
Email
Notification dev ices are phones, pagers, or email addresses. Up to three phone devices canbe
defined per Cisco Unit; Connection user. As soon as a voice message is left for the user, the
Cisco Unity Connection can call the mobile number ofthe user for whom the caller left the
message. When answering the phone. Cisco Unity Connection informs the user about new
voice messages and asks the user lo enter the PIN,
An email with the message can be send lo any email address. On the other hand, ifthe end user
listens to the message sent via email,the Message WaitingIndicator (MWI)cannot he
s;nehroni/ed with the IP phone. With IMAP clients, however, the MWI is synchronized after
listening to the message.
Notification devices are. in general, enabled via the user templates, but the user (or
administrator) needs lo configure the notification device addresses, forexample, the mobile
phone numberor an external email address ofthe user. To disallow callingto international
numbers, set up the restriction tabic to block cost-intensive calls. This is doneon a system
level.
5-36 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
User Creation Options
The figure shows the different ways to add users to the Cisco Unity Connection system.
User Creation Options
Cisco Unity Connection users can be implemented in

various ways:
Cisco Unity Connection
Single or new users can bemanually configured very quickly via user templates. Ifseveral
users need to be created, the users can be added in bulk from a *.csv file, or the users can be
imported from an Active Directory or Cisco Unified Communications Manager server.
Users can also be migrated and imported. The Consolidated Object Backup and Restore
Application Suite (COBRAS) tool helps administrators tomigrate users from a Cisco Unity
system toa Cisco Unity Connection system. The users can beimported with or without their
messages.
) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-37
Cisco Unity Connection Voice Mailboxes
I'his topicdescribes the voice mailbox parameter of a user.
Mailbox Stores and Membership
Voice mailboxes belong to a user

• A voice mailbox needs a storage device
• The database is shared between both Cisco Unity Connection
servers
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A voice mailbox belongs to a user. To store the incoming voice messages, a message store on a
Cisco Unitv Connection server must be selected.
Message Aging Policy and Mailbox Quotas
The message aging policy and mailbox quotas can be defined on the system level, in the user
templates, or on the user level.
Message Aging Policy and MaMbox Quotas
The main parameters of a voice mailbox are:

• Message aging options:
- Move saved messages
- Delete deleted messages
• Mailbox quotas:
- Warning quota
- Send quota
Send/receive quota
To prevent the hard disk where the voice messages arestored from filling up, aging rules can
be configured inCisco Unity Connection to automate thedeletion of messages. Messages that
have been read can be moved to the Deleted Items folder after a specified number of days
(disabled by default). Messages can bepermanently deleted in the Deleted Items folder after a
number of days (15 by default).
The mailbox quotas warn the userthatthe mailbox is reaching the maximum size (12 MB by-
default) allowed. Mailbox quotascan also preventthe user from sending any more voice
messages (13 MB by default) or prevent the user from sending or receiving any more voice
messages (14 MB by default).
The default warning quota is 12 MB. This translates to approximately 200minutes of recording
with the G.729 codec,and approximately 25 minutesof recording wilh the G.711 codec.
© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Conneclion and Cisco Unified Presence
Summary
IIns topic summarizes the kc\ points that were discussed in this lesson.
Summary
User templates in Cisco Unity Connection are supporting the

administrator to predefine parameters for a group of users
The user templates apply only to newly created users.
The user configuration relies on the user template, but the
user parameters take precedence over the user template
parameters. Individualization takes place on the user level.
Message aging policies clean the mailboxes automatically.
Mailbox quotas warn users to clean mailboxes when too
many messages are stored.
fhe lesson explains the concept of user templates, end users, and voice mailboxes in Cisco
Unitv Connection.
References
for additional infomiation. refer to this resource:
• Cisco S; stems. ( ser .Moves. Adds, andChanges Guide for Cisco I:nity Connection Release
8.x. San Jose. California. 1'ebniar; 2010.
http:.' 'www.cisco.com.'en'US/does/voiccip eomni/conneclion/8x/user_ mac/guide/
8xcucmacx.html.
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Lesson 3
Understanding End User and

Voice Mailbox Implementation
Options
Overview
This lesson describes how to configure the user templates and how to create users manually in
Cisco Unity Connection. In addition, the import mechanism for users in Cisco Unified
Communications Manager ora Lightweight Directory Access Protocol (LDAP) director;' is
explained. Finally, management ofvoice mailboxes isdescribed.
Objectives
Upon completing this lesson, you will be able to configure user templates, users, import users,
and manage the message store. This ability includes being able tomeet these objectives:
• Configure Cisco Unity Connection end usertemplates
• Configure Cisco Unity Connection end users
• Import end users into CiscoUnity Connection
• Manage Cisco Unity Connection message storage
Configuring Cisco Unity Connection End User
Templates
fhis topic describes how to configure the user templates in Cisco Unity Connection.
Steps for User Template Configuration
Modify existing or create a new user template:

• User template basics
* Passwords
• Roles
• Message settings and actions

• Phone menu
• Playback message settings

• Greetings
' Notification devices
!he Cisco 1 nit; Connection user template isdiv ided into the user template basics and
additional parameters. In this lesson, only the most common parameters arepresented:
• Set the password and PIN
• Assign adminislrator access rights
• Message settings and actions
• Modifv the telephone user interface (1 UI) experience
• l.nable message notification on different dev ices
Other parameters, which aremainly used in default mode, arethe following:

• Message Actions: The default message action is for voice mail, email, and fax to accept
messages. No relav addresses are specified.
• Transfer Rules: Lnabled bv default and plavs this prompt: "Wait while I transfer your
call."
• Caller Input: Pressing the asterisk (*)sends the caller to the sign-in menu, the pound sign
(#) skips the greeting, and0 sends the caller to the operator. All otherkeys arc ignored.
• Mailbox settings: 'fhese settings are set preferably on a system level for all users; lot-
example, allow setting of mailbox quotas.
• Send Message Settings: Broadcasting is disabled. Message addressing andsending
parameters that are set. for example, the order for spelling a name: last name first.
• Greetings: 1he standard is the system default greeting ("John Doe is notavailable, please
leavea message") with the call action to take a message.
Introduang Cisco Voice ana Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc
The user template basics are actually the core ofthe user template configuration.
Navigate to Templates > User Templates.

- Verify that partition and search space are set correctly.
• Set the active schedule to all hours.
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Modify the existing voice-mail user template basics:

• Displav Name Generation: Select the format for displaying the names ofnew users who
are associated with this template: First Name, Then Cast Name (for example. John Doe) or
Last Name. Then First Name (for example. Doe, John)
• Outgoing Fax Sener: Click the applicable fax server for the user, ifany.
• Partition- Select the partition to which the object belongs. Partitions are grouped into
search spaces, which are used to define the scope ofobjects (for example, users and _
distribution lists) that auser or outside caller can reach while interacting with Cisco Unity
Connection. Most objects can belong to only one partition; the except.on .s users, who can
have their primary extension in one partition and alternate extensions in other partitions. A
partition can belong to more than one search space.
• Search Scope: Select a search space toapply tothe user account.
• Phone System: Select the phone system that the template uses. In most cases, only one
phone system is configured.
• Class ofSenice: Select the class ofservice to which the user should be assigned. The class
ofserv ice controls many user settings and makes features available.
• Active Schedule: Select aschedule from the list to specify the days and times that the
standard and closed greetings play, as well as the action that Cisco Unity Connection takes
after the greeting. The active schedule is set to Weekdays by default. Set it to All Hours, so
callers can leave a message at any time.
Enablementof Cisco Unity Connection and Cisco Unified Presence 6-43

Set for Self-tnrollment a. Next Login: Cheek this check box so that the user is asked a.
k , ext ogin to record aname and astandard greeting, to set apassword, and to choose
whether to be listed in the director;. When the user has enrolled, the check box is
unchecked automatically. This setting is most commonly used for new users.
List in Directorv: Check this check box lo list the user in the directorv. which outside
callers can use to reach users.
6-44 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010Cisco Systems, Inc.
User Template Basics (Cont.)
Set the location-specific settings.

• For a multinational or multitimezone deployment, adjust the
time zone and language settings.
• The language settings can be set on a system level or can,
for example,be set on a call handler, which passes the
settings to the following objects inthe callflow.
3 Use System Default Tine Zans

Time Zone
Language J U;e Sy5ten, Default Language
C Engl>sh<t;r.ited States) f
Modify the existingvoice-mail user template basics:

• Time Zone: Select the desired time zone for the user, or check the Use System Default
Time /one cheek box. The default time zone is the time zone that is set on the Cisco Unity
Connection server. Change thissetting only for those users whoare located in a diITerent
time/one than the Cisco Unity Connection server. The usertimezone setting is used for:
— Message Received Time: When a user listens to messages by phone, Cisco Unity
Connection announces the time that a messagewas received by using the local time
that is specified for the user.
— Message Notification Schedule: Theschedule that is displayed on the usermessage
notification pages and in the Cisco Unity Assistantuses the local time that is
specified for theuser. Note thateven ifthe time zone setting for a user changes, the
time /one setting on the CiscoUnity Connection server is used to determine when
standard and closed greetings are played for callers.
• Language: Select the language inwhich theCisco Unity Connection conversation pla;s
instructions to users. Select Use System Default Language or selecta language from the
list. This setting does notapply to the voice-recognition conversation. Thelanguage setting
for users also controls the language that is used for text-to-speech (TTS).
i 2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence
Password Settings
The password settings can beset for the password and PIN ofa Cisco Unity Connection user
Password Settings
• The voice mail password is actually the PIN.

• The Webapplication password is for the user options pages.
• The authentication rules are set on a system level.
The password settings are the following:

• Choose Password: Select one ofthe following passwords:
— Voice Mail: Io changethe settings that are associated with the voice-mail password
of a user.
— Web Application: To change the settings thai are associated with the web
application password of a user. If Cisco Unity Connection is integrated with an
I DAP director;, and if I DAP authentication is configured, the web application
password must be changed in the I.DAP directory.
• Locked b> Administrator: Cheek this check box to prevent a user from accessing
Cisco Unit; Connection.
• l ser Cannot Change: Check this check box to prevent the user from changing the
password. I se of this setting is most applicable for accounts that can be accessed by more
than one person. When selecting this check box. also check the Does Not Kxpirc check
box.
• User Must Change at Next Login: Check this check box for temporary passwords. I he
user must set a new password the next time the user logs in lo Cisco Unity Connection. To
help protect the accounts from unauthorized access and toll fraud, encourage users to
specif; long passwords that include eight or more digits, and nontrivial passwords. You can
also use the settings on the l:dil Authentication Rule page to require them to specify long
and nontrivial passwords.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 ©2010Cisco Systems. Inc
Does Not Kxpire: Check this check box to prevent Cisco Unity Connection from
prompting the user to change passwords. Use ofthis check box is most applicable for low-
security users orfor accounts lhat can be accessed by more than one person. When this
check box is checked, the useris still able lo change passwords at any time. When this
check box isnot checked, the password expiration is controlled bythe Credential Expires
After field, which is set by the selected authentication rule.
Authentication Rule: Select the authentication policy lo apply lo the selected user
password settings.
) 2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-47
Administrator Roles
Assign an; administrator role to the Cisco Unilv Connection user.
Administrator Roles
By default, no roles are assigned to templates.

Ifa user becomes an administrator for any configuration-
specific task, select a role.
^.j.-. ~*-t -=-.— sl ait
Assigning adininistralor roles should be done ou a user level because not manv individuals will
have administrator access rights. Select from the following predefined roles:
Audio I e\t Administrator
Greeting Administrator
Help Desk Administrator
Remote Administrator
Mailbox Access Delegate Account

Svstem Adminislrator
Technician
User Administrator
Introdudng Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Message Settings
Set the message settings parameters for the Cisco Unity Connection user template.
Message Settings
• Set message length.

• Set message marking.
• Set after message action.
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The main message settings are the following:

• Maximum Message Length: Set the recording length in secondsallowed for messages
thatare left by callers. The message length is set by default to 300seconds. Users may
want to limit the lengthof messages from callers. Somedepartments, such as Customer
Sen ice. may want to permit much longer messages.
• CallersCan Edit Messages: Check this check boxto allowcallers lo be prompted to listen
to. add to. rerccord, or delete their messages. Try to providebalance between giving callers
the additional controlof editing messages, havingvoice messaging, ports that are tied up
for additional time.
• Language That Callers Hear: Select the language inwhich system prompts areplayed to
callers. The language settingaffectssystemprompts,such as "You may recordyour
message at the tone." Select from the following options:
— I'se System Default Language: Cisco Unity Connection plays the system prompts
in the system default language.
— Inherit Language from Caller: Cisco Unity Connection determines the language to
use for system prompts on a per-call basis, depending on the language that is set by
the handler or the routing rule that processed the call.
• Unidentified Callers Message Urgency: Indicate the action that Cisco Unity Connection
allows when a message has been left by a caller:
— Mark Normal: Messages that are Icll by callers are never marked urgent.
Mark Urgent: All messages lhat arc left by callers are marked urgent. This may be
useful for Sales or Technical Support calls.
— Ask Callers: Cisco Unity Connection asks callers whether lo mark their messages
as urgent. This setting affects the message notification feature.
) 2010 Cisco Systems. Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-49
Select the action after the message isplayed. By default. Ihe call handler goodbye isset.
which ends the call with a message. Other call actionscan be taken or the call can be sent
to anv call handler or anv user with a mailbox.
6-50 Introdudng Cisco Voice and Unified Communications Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Phone Menu
The phone menu that isavailable for users when calling in to the Cisco Unity Connection
svstem can be modified.
Phone Menu
• Select the conversation speed and volume.

* Select the time format.
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Ihe main phonemenu settingsare the following:

• louchtone Conversation Menu Style: Chooseone ofthe following options for users
when they use a touch-tone conversation. Note thatthevoice-recognition conversation does
not offer full and brief menu styles.
— Full: Usershear comprehensive instructions; select this option for a new user.
— Brief: Users hear abbreviated versions ofthe full menus; select this option for a
more experienced user.
• Conversation Volume: Select the volume level at which users hear the Cisco Unity
Connection conversation: Low. Medium, or High. Users can also adjust the volume
temporarily from their phones.
• Conversation Speed: Select the speed at which Cisco Unity Connection playsprompts to
users: Slow. Normal. Fast, or Fastest.
• Time Format: The time format that Cisco Unity Connection uses to play time stamps
when users listen lo their messages by phone indicates:
— 12-Hour Clock: The default. Users hear message time stamps in a 12-hour clock
formal. For example, users hear " 1:00p.m." when listeningto the time stamp for a
message that was left at 1:00 p.m.
— 24-Hour Clock: Users hear message time stamps in a 24-hour clock format. For
example, users hear "1300" when listening to the time stamp for a messagethat was
left at 1:00 p.m.
© 2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-51
Use Voice Recognition Input Style: Check this check box when Ihe user prefers to use
voice recognition as the primarv wav lo interact with Cisco Unity Connection by phone.
When this check box is checked, the Touchtone Conversation setting is used only as a
backup when the voice-recognition services are unavailable.
Touchtone Conversation Style: Selecl the'louchtone Conversation stylethat users hear
when the; listen to and manage their messages b\ phone. Selecteither full or brief menu
style with each conversation sty Ic.
Enable Message Locator: Check the Finding Messages with Message Locatorcheck
box to allow users to find voice messages from other users and from unidentified callers
when the; check messages b; phone. When this cheek box is checked, users areprompted
to find messages from the Main menu in the Cisco Unity Connection conversation. Users
can use the Message Locator feature to search their new and saved messages for messages
from a particularuser, extension, or phone number(Automatic Number Identification
[ANI | or caller II) infomiation).
Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems. Inc
Playback Message Settings
Modify the playback message settings to improve the TUI experience.
Playback Message Settings
• Set playback options.

. Define the message play order for new and saved messages.
• Select the information played with each message.
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The main plavback message settings are the following:

. Message Volume: Select the volume level at which Cisco Unity Connection plays the
bodv of" user messages and recorded introductions for fax messages when users play their
messages by phone: Low. Medium, or High.
• Mess.ee Speed: Select the speed at which Cisco Unity Connection plays the body of user
messages and recorded introductions for fax messages when users play their messages by
phone: Slow. Normal. Fast, or Fastest.
. For New Messages, Plav: Check the following check boxes, as applicable, to have
Cisco Unity Connection announce message count totals for messages that are marked as
new:
-_ Message Count Totals: When this check box is checked, Cisco Unity Connection
announces the total number of messages that are marked as new, tnclud.ng voice,
email, and fax messages.
- Email Message Count: When this check box is checked, Cisco Unity Connection
announces the total number of email messages.
- Lax Message Count: When this check box is checked. Cisco Unity Connection
announces the total numberof fax messages.
- Receipt Message Count: When this check box is checked. Cisco Unity Connection
announces the total number of received messages.
. For Saved Messages, Play: Check the Saved Message Count check box to have
Cisco Unitv Connection announce the total number of messages that have been saved.
6-53
Enablement ofCisco Unity Connection andCisco Unified Presence
>2010 Cisco Systems. Inc
^ 7 >'—ge Play: Check the Message Type menu check box so that
C.sco Unit; Connection plays Ihc following menu when users log on to Cisco Unitv
Connects b> phone: "Pnrss 1to hear voice messages, press 2to hear cm: " p" , lo
heai taxes, and press 4 to hear receipts."
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- Soil by Message Type: Select amessage type and reorder the list ofmessage tvpes
Note that although the email and fax options are available in the Message Tvpe' '"
menu. Cisco Unit; Connection plays emails and faxes only when the user is"
assigned to aclass ofservice that has the Access to Hmail in Third-Partv Messa-e
.ores and Iax leatures enabled, for fax messages. Cisco Unity Connection plafs
only the message properties {the sender, date, and time).
- Ihen By: Select Newest First or Oldest First to specify ihc order in which Cisco
In,.; (on.iect.on pla; snew or saved messages. Note that urgent messages are
alwa; splayed before regular messages for each message.
Before Playing Kach Message, Play: Cheek the following check boxes, as applicable:
-- Sender's Information: Check this check box so that Cisco Unitv Connection plavs
caller information about amessage sender before piaving the message The
infomiation that is pla; ed depends on how Cisco Unity Connection is set up liv
default. Cisco Unity Conneclion plays the following information when Ihe Sender's
nformation check box is checked: 1or messages left by an identified user Cisco '
Inil; Connection plavs the recorded name ofthe user. Ifthe user does not have a
recorded name. Cisco Unity Connection plays the primarv extension that is
associated w,th the user instead. For messages left by an unidentified caller Cisco
I nit; Connection does not provide the phone number (ANI or caller ID)
information before pla; ing the message.
Include ^tension: Use with the Sender's Infomiation check box. Check this check
box to hav eCisco I'mtv Connection include the extension of (he user who led the
message, maddition to the recorded name, before playing (he message.
- Message Number: Check this check box to have Cisco Unity Connection announce
the sequential number of amessage ("Message one ...") before playing the message.
- Time the Message Was Sent: Cheek (his cheek box to have Cisco Unity
Connection announce ihc time that the message was recorded by die caller.
- Sender's AM: Ior messages lefl by an unidentified caller, check this check box lo
hav e( isco Unit; Connection prov ide the phone number (ANI or caller ID)
infomiation before pla; ing the message.
- Message Duration: Check this check box to have Cisco Unity Connection
announce the duration ofthe message that was recorded bv the caller.
6-54
Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) V8 0 ©2010 Cisco Systems, Inc.
Message Notification
Enable messagenotification for phones,email, or pagers.
Message Notification
• Select the message notification devices.

• Set the phone number, preferably on the user level.
The main message notifications settings arc the following:

• Enabled: Cheek this check box to enable the notification device.
• Delay Before First Notification Attempt: Specify the delay in minutes from the time a
message is received until the notification triggers ifthe message matches the criteria that is
selected in the Notification Rule Events field. Notifications can be sent to different devices
at regular intervals, such as 15 minutes, to achieve a cascading message notification effect.
Ifthe dela; time extends the notification to a time when the device schedule is no longer
active, the notification does not take place until the schedule becomes active again as long
as the message is still new. Enter a value between 0 and 99 minutes, where the default
setting is 0 minutes.
• Repeat Notification if There Are Still New Messages: Check this check box so that
Cisco Unity Connection repeats notifications to a user as long as the user has one or more
new messages. Also enter a notification interval in the Notification Repeat Interval field.
If additional new messages come in during the interval. Cisco Unity Connection combines
notification for these messages with the original notification, and sends a single notification
at the end ofthe interval, provided there are still new messages in the user mailbox at that
time. Use this setting if users want to receive a single "batch" notification for all new
messages that repeats periodically until they check their messages.
• Notification Rule Events: Check the following check boxes, as applicable, to have
Cisco Unity Connection send a notification to this device when new messages are received:
— All Messages: Cisco Unity Connection sends a notification to this device when any
new message is received, including dispatch and other voice messages, and fax
messages. Check the Urgent Only check box to have Cisco Unity Connection send
the notification only ifthe new message is marked urgent.
— Dispatch Messages
© 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence
— All Voice Messages
Fav Messages
— Calendar Appointments
Calendar Meetings
Phone Number: l.nter the phone number(preferably on the user level), including the trunk
accesscode ofthe selected dev ice. Use digits 0 through 9 and the following dialing
characters in the phone number:
\ comma (.) lo insert a one-second pause
fhe pound sign {#) and the asterisk (*) lo correspond to the ft and * keys on the
phone.
6-56 Introducing Cisco Voice and Unified Communications Administration (ICOMM} \/8 0 ©2010 Cisco Systems, Inc
Configuring Cisco Unity Connection End Users
(his topic describes how to add end users manually.
Steps for User Configuration
Navigate to Users > Users and create a new user:

• Add the alias and first and last name.
* Add the extension ofthe user.
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Create a new user in Cisco Unity Connection. The main settings for a new Cisco Unity
Connection user are the following:
• User Type: Selectthe user type from the drop-down box, User With Mailbox or User
Without Mailbox.
• Based on Template: Selectthe previously configured or modifieduser template.

• Alias: A unique text name for the user.
• First Name and Last Name: Adding the first and last name generates the display name
automatically. The voice-recognition conversation may have trouble recognizing display
names that contain special characters and diacritical marks. When a user, contact, or
distribution list does not have a recorded name, Cisco Unity Connection tries to play the
display name or the concatenated first and last names.
• Mailbox Store: Select the mailbox store in which the mailbox for the user was created.
• Extension: Enter the extension that the phone system uses to connect to the user.
• Outgoing Fax Number: Enterthe phone numberofthe fax machineto which the user
sends faxes for printing.
) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence f>-57
User and User Template Verification
When adding a new Cisco Unity Conneclion user via a user template, verify that the settings
were copied over, for example, ifthe standard schedule was changed, the new user should show
the new schedule settiim.
User and User Template Verification
When adding a new user:

• Select the user template.
' Verify that the settings were copied to the new user; for
example, the active schedule, class of service, etc.
• When you press the Messaging button, self-enrollment starts
or the system asks for a PIN.
Individualizing user settings:

* Alternate extensions or names.
* Private distribution lists.
* External service accounts can be used.
To vcril; the new Cisco Unit; Connection user account, press the Messaging button on the IP
phone, fhe self-enrollment will start if it has been enabled, or Cisco Unity Connection will ask
for a PIN.
Indiv iduali/e the Cisco Unit; Connection user account:

• An alternate extension and alternate name can be sel.
• A private distribution list can be configured, but ibis configuration should be done by the
user,
a External serv ice accounts can be added including Microsoft Exchange 2007 and Cisco
Unified MeetingPlace.
Intrcducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 >2Q10 Cisco Systems. Inc
Alternate Extensions and Names
This section describes how toconfigure alternate numbers and alternate names for Cisco Unity
Connection users.
Alternate Extensions and Names
* Specify the phone type the phone number.

• Select the partition where the number belongs to.
Administrator Defined Alternate Extension
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Configure an alternate extension for a Cisco Unity Connection user by completing the
following:
• Phone Type: Selectthe type of phone from the drop-down list.
• Display Name: Enter a descriptive name for the alternate extension.
• Phone Number: Enter a unique phone number for the alternate extension. Alternate
extensions can be used for various reasons, such as processing multiple line appearances on
user phones(mobilenumber,assistant handling voice mail ofthe manager, and so on).
Alternate extensions can make calling Cisco Unity Conneclion from an alternate device,
such as a mobile phone,a homephone,or a phone at anotherwork site, moreconvenient.
Cisco Unity Connection processes all calls from the alternate numberin the same way that
it processes callsfrom a primary extension, if ANI or callerID is passed alongto Cisco
Unity Connection from the phone system. This meansthat Cisco Unity Connection
associates the alternate phone number with the user account, and when a call comes from
that number. Cisco Unity Connection prompts the user lo enter a password and sign in.
When entering characters in the Phone Number field, consider the following:
— Enter an extension up to 40 characters in length. Session Initiation Protocol (SIP)
integrations can use up to 40 alphanumeric characters.
— Each extension must be unique within the partition.
— For SIP integrations, a valid alias for a SIP URL can be entered. For example, ifthe
URL is SlPjdoecrcisco.com. enter jdoe. Spaces arc not allowed.
Configure an alternate name for a Cisco Unity Connection user:
• First Name and Last Name: Add a first and last name for the alternate name.
© 2010 Cisco Systems. Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-59
Private Distribution List
Private distribution lists should beconfigured by the individual Cisco Unity Connection user.
Private Distribution List
Create a private distribution list:

• Done via Cisco Personal Communications Assistant
GEO
fo configure private distribution lists in Cisco Unity Connection Administration, the Cisco
Personal Communications Assistant (Cisco Unity Connection user option pages) opens logged
in as the relevant user.
Users can use private distribution lists to create their own groups of voice message recipients.
When addressing a voice message to one ofthe private distribution lists, all members ofthe list
receive the message. Cisco Unit; Connection provides several private distribution lists for users
to personalize.
Only the user (owner) can send voice messages lo private distribution lists, fhe user can do so
by phone using the kevpad or voice commands, or in Ihe Cisco Unity Inbox web tool. The user
cannot send messages to the distribution lists using an email program.
To add a new priv ate distribution list, in Ihe example in the figure, Sales:
• Enter a name for the list and optionall; an alternate name. Record the name that you have
chosen or Cisco Unit; Conneclion will use ihe name for announcements.
• Select the private list members, for example. David tire; and Michael Black.
Introducing Cisco Voice and Unified Communications Adminislration (ICOMM] v8 0 ©2010 Cisco Systems, Inc.
Importing End Users into Cisco Unity Connection
fhis topic describes how to import users into Cisco Unity Connection from Cisco Unified
Communications Manager and an LDAP directory.
Import Users from Cisco Unified

• On Cisco Unity Connection, activate the service:
Service Ntme
Cisco AXL Web So
Set up a Cisco Unified Communications Manager AXLserver

in Cisco Unity Connection:
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Before importing users from Cisco Unified Communications Manager intoCisco Unity
Connection, enable the Cisco AXL Web Serviceon CiscoUnity Connection andCisco
InCisco Unity Connection, set up a Cisco Unified Communications Manager Administrative
XML (AXL) server under the Phone System, which contains the Cisco Unified
Communications Manager:
• IP Address: Enter the IPaddress (or hostname) of theAXL server to which Cisco Unity
Connection connects.
• Port: Hnter the AXL server portto which Cisco Unity Connection connects. This setting
mustmatch the portthat theAXL server uses. If a non-Secure Sockets Layer (SSI.) port is
entered (typically port 80 or 8080). select a non-SSL version in the Cisco Unified
Communications Manager Version field. If an SSL-enabled port is entered (typically port
443 or port 8443). select an SSL-enabled version in the Cisco Unified Communications
Manager Version field.
• I ser Name and Password: Enter the usemame and password thatCisco Unity Connection
uses to log on lo the AXL server.
To test the connection, click Test. Amessage should be displayed, for example: "'lest message
successfully sent to AXL server 10.1.5.2:443."
©2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-61
Import Users
On Cisco Unit; Connection, navigate to Users > Import Users:
Import Users
Navigate to Users > Import Users;

• Select users to import or import all users found.
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To find Cisco Unified Communications Manager Users, select the type of user to import.
• In a coresident configuration, the users are imported from the default switch.
• In a stand-alone configuration, select the Cisco Unified Communicalions Manager server
with the applicable user accounts. Only Cisco Unified Communications Manager servers
for which an AXL server is configured appear in the list.
• Seleclthe user template on which to base the new user accounts. The template afiects most
user settings, for importing Cisco Unified Communicalions Manager users, only templates
for users with voice mail appear in the list.
When making changes for the end user in Cisco Unified Communications Manager, for
example a name change, navigate to Users >Synch Users. Select the relevant users and
svnehroni/e them. After the svnchronization. the changes will be reflected under Users >
Users.
Introducing CiscoVoice and Unified Communications Adminislralion (ICOMM) v80 © 2010 Cisco Systems, Inc.
Import Users from LDAP
Import Users from LDAP

On Cisco Unity Connection, activate the service:
Service Name
Cisco DifS,nc
Configure LDAP setup:

• Select the LDAP server type.
• Select the user attribute for LDAP integration.
- IBAP Syitem Information — ~
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Configure the following to set up the LDAP system:

- Fnab.e Synchronizing from LDAP Server: Check this check box so th*^Cisco Unity
Conneclion gets basic information on Cisco Unity Connection users from the IDA
dir clones that are specified on the LDAP Directory page. Data is synchromze ody for
the Cisco Unitv Connection users that are created by importing users Irom the LDAP
director^ Cisco Unity Connection does not automatically create new Cisco Unity
Conneclion users when new users are added to the LDAP d.rectory.
When LDAP svnchronization is enabled. Cisco Unity Connection user data for the Iilelds
h^ were imported from the LDAP director; cannot be changed. Change data in the LDAP
, o" and do one ofthe following to update the data in Cisco Unity Connection
Mûaliy .synchronize Cisco Unity Connection data with LDAP da ai by using the
Perform Full Svnc Now button on the LDAP D.rectory page. Or, ifautomatic
reunionLtion is configured on the LDAP Directory page, wait for the next automatic
resvnchronizalion to occur.
. LDAP Server Type: Choose the type of LDAP server from which Cisco Unity Connection
gets the user data.
. ID\P Attribute for User ID: For LDAP users whose data is imported into Cisco Unity
Connection, choose the field in the LDAP directory that should appear in, tfc£h» ffckhn
Cisco Unitv Connection. The field must have avalue for every user in the I.DAP directory.
In^ addUiom cverv value for that field must be unique. LDAP users who do not have avalue
inthe field are not imported into Cisco Unity Connection.
6-63
Enablement ofCisco Unity Connection and Cisco Unified Presence
LDAP Directory
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directon contkurat .inager LDAP
Navigate to LDAP >LDAP Directory Configuration:

* Enter the LDAP directory information.
" Set the synchronization schedule.
• Dim lory SvULhroiiiiation Schedule —
Configure the LDAP director; settings:

• LDAP Configuration Name: Filter aname for the LDAP configuration. Ifseveral IDM'
configurations with different LDAP user search bases are added enter aname that
identifies the users in the current search base.
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• LDAP Password: Fn.er the password for the account lhat is specified in the LDAP
Manager Distinguished Name field.
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Connection server or cluster can only import LDAP data from subtrees with the same directorv
root, for example, from the same Activ e Director;' forest.
3-64
Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems, Inc
The s; nchronization can be done once or on a regularbasis:
• Perform Sync Just Once: Check this check box to resynchronize user data in the
Cisco Unity Connection database with user data in the LDAP directory one time, rather
than at regular intervals.
If Cisco Unity Connection users have already been created from LDAPdata, this
resynchronization imports updated LDAP data forthe existing Cisco Unity Connection
users. Ilovvev er. if new users have been addedto the LDAP directory, this
resynchronization does notcreate new Cisco Unity Connection users. Manually create new-
Cisco Unity Connection users by importing them.
• Perform a Re-sync Every<Intervat>: To resynchronize user data in the Cisco Unity
Connection dalabase with user data inthe LDAP directory at regular intervals, specify the
frequency with which the ^synchronizations should occur. The minimum interval is 6
hours. The first resynchronization occurs on thedate and time thatarespecified inthe Next
Re-sync Time field.
)2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-65
LDAP Directory (Cont.)
Set the user attributes for LDAP synchronization:

- Most attributes are preselected and cannot be changed.
• Enter the LDAP server IP address and port.
The following user fields canbe s;nchronized with an LDAP server:

User ID: The value ofthe I.DAP field that is lislcd here is stored in theAlias field in the
Cisco Unit; Connection database. The field that is listed here was specified on the LDAP
Setup page, inthe LDAP Attribute for User ID list.
Middle Name: Choose which value from llie I.DAP directory to store in the Middle Name
field: middleNaine or initials.
Manager II): Ihc value ofthe manager field in the LDAP director; is always stored in the
Manager ID field in the Cisco ( nity Connection database.
Phone Number: Choose which value from the LDAP directory to store inthe Phone
Number field: telephoneNumber or ipPhone.
First Name: The value ofthe givenName field in the LDAP directory is always stored in
ihe First Name field.
Last Name: fhe value ofthe sn field (surname) in the LDAP directory is always stored in
the Last Name field.
Department: The value ofthe department field in the LDAP directory is always stored in
the Department field.
Mail ID: Choose which value from the LDAP directory lo store in the Cisco Unity
Connection Mail ID field: mail or sAMAccounlName.
Finally, set the LDAP server parameters IP address and port 389. When pointing to aMicrosoft
Global Catalog, use port 3268 instead.

5-66 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O
Rulk UsGTS
Another ».y to import several Usere into the Cisco Unity Connection system is the Balk
Administration Tool.
Bulk Users
Navigate to Tools >Bulk Administration Tool:

• Create new users with a mailbox.
• Select a user template.
• Select the file to import the users from.
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Import users in bulk from a*.csv file:

. Select Operation: Select the applicable bulk operation: Create, Update, Delete, or Lxport
users.
. Select Object Tvpe: Select the applicable type ofobjects: Users (without Voice
Mates) User!-with Voice MaMbox, System Contacts, or Users from LDAI' D.rectory.
. Override CSV Fields When Creating User Accounts: Choose Yes or No to indicate
whether to override individual CSV field settings with the setting from auser template.
. Select File: L.nter the complete path ofthe CSV file and to the failed objects report flic.
The*.csv file could contain the following data:
Extension List in
Display First Last Template Alias
mm* Alias Directory
Name Name Name
voicemailusertem plate 2001 1

Doe, John John Doe
jdoe
voicemailusertemplate 2002 1
Jane White
jwhite White, Jane
Enablemenl ofCisco Unity Conneclion andCisco Unified Presence 6-67

12010 Cisco Systems. Inc
Managing Cisco Unity Connection Messaqe
Storage
Ihis topic describes how to configure.
gure. manage, mid maintain the message store in Cisco Un itv
Connection.
Navigate to Message Storage >Mailbox Stores:

• The mailbox store is mostly an informational page.
• It lists the number of mailboxes and thecurrent size.
The Mailbox Store has mostly informational (grayed-out) fields:

• Display Name: hnier aname lhat describes the mailbox store. I'or example, the department
whose mailboxes are slored in llie mailbox store.
• Mail Database: The system name for aspecified Cisco Unilv Connection mailbox store.
• Sener: The name ofthe Cisco Unity Connection server.
• Mounted: To enable complete Cisco I nil; Connection functionalilv. check the Access
Enabled check box. Ifthe Access Knabled check box is not checked. Cisco Unilv
Connection users cannot check messages, and mailbox store settings cannot be changed in
t isco I,m; Connection Administration. However, callers can still leave messages which
are queued tor deliver; when the mailbox store is available again.
• Numberof Mailboxes: The number of voice mailboxes in the database that is specified in
the Mail Database held.
- Current Size in KilobWes: The amount ol'hard disk space that is currentlv occupied bv all
messages in the mailbox store.
• Maximum Si/c Before Warning: Ifthe mailbox store reaches 90 percent of this value in
megab; tcs. ( isco imil; Connection logs awarning in the system log file. Ifthe mailbox
store reaches 100 percent ofthis value. Cisco Unity Connection logs an error in the svstem
log.
• Creation Date: Show, ihc date and time when the mailbox store was created.
Intrcducing Cisco Voice and Unified Communicalions Adminislralion (ICOMM) V8 0 © 2010 Cisco Systems,,
Mailbox Stores Membership
This section describes how to manage the mailbox store membership,
Mailbox Stores Membership
Navigate to Message Storage > Mailbox Stores

Membership:
• If more storage space is required, create a new message
store.
• Select the users and move them to another message store.
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Assign the user membership to a mailbox store by selecting the user and moving them to
another mailbox store.
12010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-69
Message Aging Policy
Actively manage the storage space for new messages by monitoring what happens with saved
and deleted messages.
Message Aging Policy
Navigate to Message Store > Message Aging

Policy:
* The default message aging policy deletes only permanently
deleted messages after 15 days.
• The option for moving new and saved messages can be set
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Modif; the message aging policy:

• Lnabled: If message aging rules are selected, check this check box to cause the rules to be
enforced, or uncheck this check box to cause the rules to be ignored. Ifno message aging
rules are selected, this check box has no effect. Ihe default is Unabled.
• Move New Messages to the Saved Messages Folder in x Days: When Ibis aging rule is
enabled. Cisco I 'nit; Connection automatically moves new messages to the Saved
Messages folder the specified number of days after they were received. This option is most
common]; used when the message action for a user is sel to "Accept and Relay the
Message." which causes messages to be forwarded lo an email address. Ifthe user alwa.vs
checks voice messages bv using the email inbox instead of by using Cisco Unity
Connection, checking this check box prevents the Cisco Unity Connection inbox for the
user from tilling up.
Caution This rule along with the other two Message Aging Rules, can cause voice messages to be
deleted without the user ever knowing that the messages existed.
• Move Sa'ted Messages to the Deleted Items Folder in \ Days: When this aging rule is
enabled. Cisco Unity Connection automatically moves messages to the Deleted Items
folder the specified number of days after the; were last saved. Note that simply listening to
a message is not sufficient to reset the clock and prevent the message from being moved to
the Deleted Items folder after the specified number of days. The user must explicitly
choose the option to sav e the message.
• Permanently Delete Messages in the Deleted Items Folder in x Days: When this aging
rule is enabled. Cisco Unit; Connection automatically deletes messages the specified
number of davs after thev are moved to the Deleted Items folder.
Introducing Cisco Voice and Unified Communicalions Adminislralion (ICOMM) v8.0 >2010 Cisco Systems, Inc
Mailbox Quotas
Specif; the maximum space per user for message storage in Cisco Unity Connection on the
svstem or user level.
Mailbox Quotas
Navigate to Message Storage > Mailbox Quotas:

• Set mailbox quotas to generate a warning, preventsending of
new messages, or prevent receiving new messages.
System wide Mailbox Quotas

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Set the mailbox quotas:

• Warning Quota: When a user isconfigured touse system settings for voice mailbox
quotas (oronthe user level), and when the mailbox for that user reaches the size that is
specified in the Warning Quota field, the user iswarned that the mailbox isreaching the
maximum size allowed. The default Warning Quota is 12 MB.
Note The valuefor Warning Quota mustbe smaller than the valueforSend Quota, and the value
for Send Quota must be smaller than the value for Send/Receive Quota.
• Send Quota: The user is prevented from sending any more voice messages.
• Send/Receive Quota: The useris prevented from sending or receiving any morevoice
messages.
• Full Mailbox Check for Outside Caller Messages: Indicates whether Cisco Unity
Connection first determines if a user mailbox is full before allowing an outside caller lo
leave a message forthe user. When thischeck box is checked, ifthe user mailbox is full,
the outside caller is not allowed to leave a message. When this check box is not checked.
Cisco Unity Connection does not determine whetherthe mailbox is full; the outside caller
is allowed to leave the message even ifthe mailbox is full.
Note that this setting is applicable only to outside callers. If a Cisco Unity Connection user
logs on andsends a message to another user, Connection always cheeks whether the user
mailbox is full regardless of whether this setting is enabled. The default setting is that the
check box is not checked.
12010 Cisco Systems, Inc. Enablemenl of Cisco Unity Connection and Cisco Unified Presence
Summary
fhis topicsummarizes the kev points that were discussed in this lesson.
iummary
• User templates help administrators to create new users

efficiently. User templates can be configured for different
needs; for example, for a manager, employee, or trainee.
• When creating a user, configuration can rely completely on
the user template. Only some settings need to be adjusted to
personalize the Cisco Unity Connection user account.
If many users need to be configured inCisco Unity
Connection, import them from Cisco Unified Communications
Manager or an LDAP directory. Users can also be added in
bulk to Cisco Unity Connection via a *.csv file
You can use the message aging policy and the mailbox quota
to actively manage the space for messages. Mailbox
quotas—if reached—prevent the user from sending or
receiving new messages.
Ihe lesson covered the configuration of usertemplates andend users in different wa;s.
including I DAP svnchronization or importing end users from Cisco Unified Communications
Manasier.
References
for additional infomiation. refer lo this resource:
• Cisco S; stems. Inc. I 'ser .Moves, Adds, and Changes Guide for Cisco Unitv Connection
Re/ease <S'.x San Jose. California, februar; 2010.
Imp:.''www.cisco.com en'US/docs.\oice_ip_eoniiii/coiuieclion/8.x/user mac/guide/
Sxcucmaex.Intnl.
• Cisco S\ stems. Inc. Interface Reference Ciuide for Cisco Unify Connection Adminislration
Release 8.x - Cisco Unit; Conneclion 8.x User Sellings, february 2010.
littp:;'v\vv\\x'isco.coni/en'''US.'d(icsAoice_ip_conini/connection/8x/gui_relcTence/giiide;
8xcucgrg010.html
Intrcducing Cisco Voice and Unified Communicalions Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems. Inc
Lesson 41
Understanding Cisco Unified

Presence
Overview
Cisco Unified Presence enhances the native presence features in Cisco Unified
Communications Manager. This includes Cisco Unified Personal Communicator, apowerful
desktop application for end users that provides interfaces for desk phone control, chat, voice
and video telephony, voice-mail access, and integrates access to conferencing resources. With
Cisco Unified IP Phone Messenger, end users can see the presence status oftheir colleagues
and manage their own status, or exchange instant messages from auser interface on the Cisco
Unified IP phone with other Cisco IP Phone Messenger users or Cisco Unified Personal
Communicator users.
Objectives
Upon completing this lesson, you will be able to describe the characteristics ofCisco Unified
Presence. Thisability includes being able to meet these objectives:
• Describe the following Cisco Unified Presence features: Cisco IP Phone Messenger. Cisco
Unified Personal Communicator, and desk phone control
• Describe the Cisco Unified Presence architecture and call flows ofthe Cisco Unified
Presence features: Cisco IPPhone Messenger, Cisco Unified Personal Communicator
client, and desk phone control
Cisco Unified Presence Features and
Functionality
This topic describes the kev features ofCisco Unified Presence.
Cisco Unified Presence O
Key components for Cisco Unified Communications

presence solution:
Call control
Native presence services
• Cisco Unified Presence
Collects, aggregates, and distributes user
capabilities and attributes
Standards-based SIP/SIMPLE and
XMPP interface
* Cisco Unified Personal Communicator
Communications applications and services .*(/
in single desktop application
Cisco Unified Presence -powered by Jabber XMPP—is aslandards-based enterprise platform

that brings people together in and across organizations in the most effective way. This open and
extensible platform facilitates the highly secure exchange ofavailability and instant messaging
(IM) infomiation between Cisco I'nified Communications and oilier applications.
With this integral Cisco Unified Presence component ofthe Cisco Unified Communications
system, you can perfonn the following actions:
• facilitate faster decision making and enhance productivity using presence awareness. View
the availabiliiv ofcolleagues based on their desktop, mobile, telephony, and calendar
infomiation to reduce communication delav s.
• See the av ailabililv ofpartners and customers in other organizations and exchange instant
messages with them. You can avoid repealed calling and leaving messages for contacts and
repeated emails to your closest business contacts inother organizations.
• Speedup ; our business processes by providing availability information in existing web and
business applications. Improve first-call resolution and cu.stomer satisfaction with presence-
enabled customer care.
• Benefit from enhanced enterprise IM capabilities such asgroup chat, persistent chat, IM
logging, and IM history to meet compliance and other business requirements.
Ihe ke; components of Cisco (.inified Communications presence are as follows:
• Cisco Inilied Communications Manager
Call control
- N'ativ e presence serv ices
6-74 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems. Inc.
— Collects, aggregates, and distributes user capabilities and attributes
— Standards-based Session Initiation Protocol (SIP), SIP for Instant Messaging and
Presence Leveraging Extensions (SIMPLE), and Extensible Messaging and Presence
Protocol (XMPP) interface
— Communications applications and services for desktop application
12010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-75
Cisco Unified Personal Communicator Product Overview
Cisco Unified Personal Communicator is acore component ofCisco Unified Presence.
Cisco Unified Personal Communis

luct Overview
Audio Call Video Call
. r -
A
X ..... x .
A • t \
• S. ]
a.
i
Group Chat
Cisco Unified Personal Communicator is aclient tool thai includes the most commonly used
Cisco Unified Communication tools in a single software package. With Cisco Unified Personal
Communicator, end users can place audio and video calls, either controlling their associated IP
plione or in soltphone mode, when the IP phone is not available or the user is nol currently al
the olhce desk. The Contact List window shows the current presence status ofthe contact's of
the user, fach user can create a personal contact list lo subscribe to the presence status ofthe
presence-enabled users or federated contacts. The chat feature is based onthe Jabber f.xlensible
Communications Platform (XCP). which uses XMPP as ihe dial protocol. XCP supports point-
to-point and group dial, also called multiuser chat ortext conferencing.
6-76 Intrcduang Cisco Voice and Unified Communications Administration (ICOMM| v80 ©2010 Cisco Systems. Inc.
Cisco Unified Personal Communicator Operation Modes
For telephony support. Cisco Unified Personal Communicator can be used in two different
modes,
Cisco Unified Persona! Communicator

Operation Modes
Cisco Unified Personal

Communicator operates in
one of two modes:
- Deskphone mode (CTI Softphone
control of the user's desk
phone for Click to Call)
- Softphone mode
(software dient operation)
The softphone device is
registered to Cisco Unified
• Cisco Unified Personal
Communicator call control
features are similar to the
features on Cisco Unified IP
phones.
Deskphone
Cisco Unified Personal Communicator can either be used in deskphone mode or in softphone
mode. Each mode has the following characteristics:
• In deskphone mode. Cisco Unified Personal Communicator uses Computer Telephony
Integration Quick Buffer Encoding (CTIQBE) to control an IP phone. The IP phone must
be registered with the Cisco Unified Communications Manager and associated to the end
user. When multiple IP phones are associated to an end user and are registered to the Cisco
Unified Communications Manager, the end user can choose which IP phone should beused
in Cisco Unified Personal Communicator for placing calls.
• In softphone mode. Cisco Unified Personal Communicator activates the associated
softphone based on the Cisco Unified Client Services Framework (CSF). which registers
the softphone with Cisco Unified Communications Manager as a SIP device. This requires
thatthe administrator hascorrectly created a Cisco Unified CSK device in theCisco
Unified Communications ManagerAdministration web interface.
© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence
Enterprise Instant Messaging
1he enterprise messaging feature allows end users !o send point-to-point or group ehal
messages.
Enterprise instant Messaging
• Secure text instant messaging

• Point-to-point and group chat
• Persistent group chat rooms
• Offline IMcapabilities
• Clientchat logs and history
1 Tabbed multichat window
management
Escalation to video and
conferencing a 3 *

Communicator—uses XMPP
to communicate with Cisco
Unified Presence
Interoperability with SIP/
SIMPLE and XMPP-based
IM clients
Cisco Unified Presence incorporates the supported enterprise instant messaging features of
Jabber XCP. while allowing for some modifications toenhance support for the multidevice user
experience. Cisco Unified Presence changes the Jabber XCP instant messaging rouling
architecture to allow Ibr initial instant messages to be routed to all ofthe nonnegativc priority
logged-in dev ices ofthe user, rather than routing tothe highest priority device as is done with
existing Jabber XCP installations. Backward compatibility supports point-to-point instant
messaging between Cisco linified Presence SIP clients (for example. Cisco Unified Personal
Communicator 7) and XMPP clients is provided by an integrated instant messaging (IM)
gatewav.
Text conferencing is defined as ad hoc group chat and persistent group chat and is supported as
part ofthe Jabber XCP feature set. In addition, offline instant messaging (storing instant
messages for users who are currenll; offline) is alsosupported as partofthe Jabber XCP
feature set. Cisco Unified Presence manages storage (breach of these instant messaging
features indifferent locations. Offline instant messaging isslored locally in the Cisco Uniiied
Presence Informix Dynamic Server (IDS) database. Ad hoc group chat is stored locally in
memor; on Cisco Unified Presence. Persistent group chat requires an external database to store
chat rooms and conversations. Cisco linified Personal Communicator sends and receives
instant messages ov er Transport La;er Security (TI.S) lo the Cisco Unified Presence serverto
allow a secure connection between the sener and the client.
When an end user sends an instant message to a contact who issigned in to multiple IM clients.
Cisco Unified Presence delivers the instant message to each client. This functionality is called
IM forking. Cisco Unified Presence continues to fork instant messages lo each client, until the
contact replies. Once the contact replies. Cisco IInified Presence only delivers instant messages
to the client on which the contact replied.
Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) i/80 ©2010Cisco Systems, Inc
Audio Calls
This section discusses the characteristics of audio calls with Cisco Unified Personal
Communicator
Audio Calls
• SRST telephony failover support for

softphone mode
• Codec selection is based on the
region configuration on Cisco Unified
G.711 a-law, mu-law
- G.722 wideband
- G.729A, G.729AB
- Internet Low Bitrate Codec (iLBC)
- Internet Speech Audio Codec
(iSAC)
• Allows signaling and media encryption
• Support forSIP and SCCP IP phones
with CTI desk phone control
When using Cisco Unified Personal Communicator in softphone mode. Cisco Unified CSF
supports the usage for Survival Remote Site Telephony (SRST) telephony failover. This must
be configured in Cisco Unified Communications Manager. In softphone mode, the Cisco
Unified CSF device, which isregistered to Cisco Unified Communications Manager, can use
different codecs as shown in the figure. The selection is based on the region configuration in
Cisco Unified Communications Manager. Itcan also process encryption that isbased on Secure
Real-Time Transport Protocol (SRTP). When using Cisco Unified Personal Communicator in
deskphone mode, codec selection is based on the controlled IP phone and the region
configuration. Not all IP phones support all available codecs in Cisco Unified Communications
Manager, "fhe signaling protocol for CTI-controlled IP phones can either be SIP or Skinny
Client Control Protocol (SCCP).
©2010 Cisco Systems. Inc Enablementof Cisco Unity Connection and Cisco Unified Presence 6-79
Video Calls
Cisco Unified Personal Communicator supports video calls and video conferencing.
• Softphone and deskphone video

support
• Video resolutions
Common Intermediate Format
(CIF)
VideoGraphics Array (VGA)
High-Definition (720p 30fps HD)
1 Audio and video based on Cisco
Unified Client Services Framework
(CSF) Engine
Requires a conference bridge for
video conferencing
Uses Cisco Discovery Protocol and
Cisco Audio Session Tunnel in
deskphone mode
Video can be used in softphone and deskphone mode. When using deskphone mode, configure
the CTI-control led IP phone toallow video capabilities. In deskphone mode. Cisco Unified
Personal Communicaior uses Cisco Audio Session 'funnel and Cisco Discovery Protocol for
communication between the Cisco Iinified IP phone and the computer. The communication
itself is provided b; Cisco Unified CSF.
Note Cisco Audio Session Tunnel is nol supported with SIP-controlled IP phones.
In softphone mode. Cisco linified Personal Communicator uses the Cisco Unified CSFdev ice
that isconfigured on Cisco Unified Communications Manager for video calls. Cisco Linified
CSF devices arc enabled b; default for video capabilities. When using video conferencing,
deplov a video-enabled conferencing bridge and associate this conferencing bridge to the
Media Resource Group fist (MRGI ). which is applied lo the IP phone or Cisco Unified CSF
dev ice in Cisco I 'nified Communications Manager.
-80 Introducing CiscoVoice and Unified Communications Administration (!COMM| v8 0 ©2010 Cisco Systems, Inc
Integration Support
Cisco Unified Personal Communicator can be integrated in different Cisco Unified
Communications products to support a wide range of features.
integration Support
Integrated visual voice-mail

in Conversation History
panel
Click to Call and IM
escalation from Microsoft
Outlook and other desktop
applications and browsers
Presence integration in
Outlook
Integration to external
compliance servers or
databases (PostgreSQL)
Cisco Unified Personal Communicator canbe integrated withCiscoUnity andCiscoUnity

Connection. Thisenhances the useof voice mail witha visual voice-mail application, which is
integrated in Cisco Unified Personal Communicator. End users can control their personal voice
mailbox from Cisco Unified Personal Communicator and hear, send, or delete voice messages.
Cisco Unified Personal Communicator also includes a click-to-call feature from Microsoft
Outlook and applications like Microsoft Word and Excel. F.nd users can also monitor the
current presence status in Microsoft Outlook,
When using Cisco Unified MeetingPlace, Cisco Unified Personal Communicator can escalate
active calls to a conference session.
Message compliance can beconfigured onCisco Unified Presence to log instant messages to an
external compliance server or database.
) 2010 Cisco Syslems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence
Cisco Unified Personal Communicator Requirements
fhis figure shows the requirements for CiscoUnified Personal Communicator.
Cisco Unified Persona! Communic;

Requirements
Cisco Unified Personal Communicator has

the following minimum requirements:
• 1 GBRAM
• 1 GB disk space
• 128 MB video RAM with a DirectXgraphic card
forWindowsXP
• 256 MB video RAM with a DirectXgraphic card

for Windows Vista and 7
• Windows XPSP3
• Windows Vista Business or Ultimate with SP2

• Windows 7 Professional or Ultimate
• net Framework 3 5 SP1
• USB 2 0 port for video cameras
The figure summarizes ihchardware requirements for end-user computers. Those arethe
minimum requirements for Cisco Unified Personal Communicator, which may not support all
features ofCisco Unified Personal Communicator, for example, high definition (IID) video
support, lor a complete list of hardware requirements, go lo Cisco.com:
htlp://wv\w.cisco.com enTS'prod'collatcral/voicesw/ps67S9/ps6836/ps6X44/data_shcel c7S'-
485l06.html
Note An active Cisco Unified Personal Communicator with Cisco Unified CSF utilizes up to300
MB of memory.
Cisco Unified Personal Communicator is not available for theApple Macintosh operating
system
Cisco Unified CSF
The Cisco Unified CSF is the basis for Cisco unified client applications and manages the
different features as shown in the figure.
Cisco Unified Client Services Framework
Aframework of client services enabling Cisco

Unified Communications applications:
• Audio/video engine and conferencing controls
« Secure call control stacks
• Text conferencing servers (IM)
• presencerendenng
• Advanced voice-mail controls
• Call history management
• Cisco Unified CSF is used for: Cisco Unified
- Cisco Unified Personal Communicator Client Services
Framework
- Cisco UnifiedCommunications Integration for
Microsoft Off ice Communicator
- Cisco WebEx Connect
The Cisco Unified CSF is not just used for Cisco Unified Personal Communicator. This is the
core framework ofclient-based Cisco Unified Communications functions for different
applications, for example. Cisco Unified Communications Integration for Microsoft Office
Communicator orCisco WebEx Connect. Core functions arc voice and video, secure
communication with the Cisco Unified Communications Manager structure, and
communication with text conferencing servers like Cisco Unified Presence. Cisco Unified CSF
manages the audio and video call controls and provides features like visual voice-mail support
and provides call history management.
Note Only one client who uses the Cisco Unified CSF can be installed atthe same time on a
client computer. For example, Cisco Unified Communications Integration for Microsoft Office
Communicator and Cisco Unified Personal Communicator cannot be installed onthesame
end-user computer.
>2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-83
Cisco Unified Communications Manager IP Phone Service
Ihis figure explains the Cisco Unified Communications Manager IP Phone (CCMCIP) service.
1The CCMCIP service was originally used to support IP phone

directory services, authentication, and help
The CCMCIP service provides access to retrieve user and
phone information
CSF uses CCMCIP to obtain a list ofdevices associated
with a user that can be used
Associated
— --mwjg Devices with
*J eMp.J .End User
Cisco Unified
Cisco Unified
Persona Client Services Cisco Unified
Communicator Framework Communications Manager
iheCCMCIP service was traditionally used to provide director; services, authentication, and
help for end users who press the Serv ices button on the Cisco Unified IP phone. It allows users
toretrieve a lisl ofdevices that the end user will be using with Cisco Unified Personal
Communicator (or other Cisco Unified CSl-based clients) once the user is logged in.
6-84 Introducing Cisco Voice and Unifed Communications Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems. Inc
Cisco IP Phone Messenger User Interface
By default, the Cisco Unified Presence server contains the Cisco IP Phone Messenger
application.
Cisco Unified IP Phone Messenger

User Interface
Cisco Unified IP Phone

Messenger user interface:
• Alogin for users is required.
• Users can set their presence status.
• Contact list shows presence status.
• Users can call the instant message
originator.
• Instant messages are saved on the
Cisco Unified Presence server.
• Users can view and clear received
instant messages.
« Messages can be reconfigured.
• Contact list, IM history, and personal
settings can be managed from IP
phone interface.
Cisco IP Phone Messenger is a Cisco IP phone service that provides users with the ability to
create a contact list and watch the aggregated presence information oftheir contacts. They can
also exchange instant messages wilh their contacts that are using Cisco Unified Personal
Communicator orCisco IP Phone Messenger. Cisco IPPhone Messenger includes
preconfigured instant messages, which can be customized by the administrator on Cisco
Unified Presence. Knd users can also change their presence status inthe Cisco IP Phone
Messenger user interface, for example, when an end user ison vacation.
© 2010 Cisco Systems, Inc Enablemen!of Cisco Unity Connection and Cisco Unified Presence 6-85
Cisco IP Phone Messenger Characteristics
The Cisco IP Phone Messenger uses XML over 1ITTP to communicate with Cisco Unified
Presence.

Characteristics
Cisco Unified IP Phone Messenger has the following

characteristics:
* Watches aggregated presence information for their contacts
• Exchanges instant messages with a Cisco Unified IP Phone
• Runs as an XML IP phone service on Cisco Unified IP Phones
• Phones act as XML web browsers
• The IPPM server application communicates with.
Cisco Unified IP phones using XML over HTTP
- SIP proxy/registrar server using SIP
XCP roule fabric that translates SIP to XMPP and vice versa
Cisco Unified
Presence
J / Personal
Communicator
The Cisco IP Phone Messenger application, which is a component ofCisco Unified Presence,
serves as a protocol translator between IITTP and SIP messaging. I'hc Cisco IP Phone
Messenger application communicates with the Cisco Unified IP phones by using XML over
III IP. and it communicates with the SIP proxv orregistrar server by using SIP.
Ihe XCP route fabric in Cisco Unified Presence translates the SIP messages lo XMPP and vice-
versa. The phone acts as an XML web browser tonavigate through ihe Cisco IP Phone
Messenger application.
IheCisco IP Phone Messenger application can distinguish between two devices with the same
directorv number in diffcreni partitions. Theapplication can also funclion when the useris
logged in viaCisco hxtension Mobility.
Introduang Cisco Voice and Unifed Communications Administration (ICOMM) v80 ©2010 Cisco Systems. Inc.
Cisco Unified Presence Architecture
This topic describes the Cisco Unified Presence architecture and shows the information fiow
between thedifferent Cisco Unified Communications products.
Cisco Unified Communications Solution

Information Flow
IP Phones
Cisco Unity
Connection/Cisco
Unity
CUCM = Cisco Unified Communicalions Managei

CUC - Cisco Unified Presence
CUPC = Cisco Unifed Personal Communicator
a
AXL= Cisco Unified Communicalions System XML
The Cisco Unified Presence server uses standards-based SIP, SIMPLE, and XMPP toprovide a
common demarcation point for integrating clients and applications into the Cisco Unified
Communications system. Cisco Unified Presence also provides an HTTP interface that has a
configuration interface through Simple Object Access Protocol (SOAP), and apresence, instant
messaging, and roster interface (the XMPP contact list) through JabberWerx Asynchronous
JavaScript and XML. (AJAX). The JabberWerx AJAX interface communicates with the
Bidirectional Streams Over Synchronous HTTP (BOSH) interface onthe XCP within Cisco
Unified Presence. The Cisco Unified Presence server collects, aggregates, and distributes user
capabilities and attributes using these standards-based SIP, SIMPLE, XMPP. and HTTP
interfaces.
Cisco orthird-party applications can integrate with Cisco Unified Presence and provide
services that improve the end-user experience and efficiency. The core components ofthe
Cisco Unified Presence server are:
• The Jabber XCP. which manages presence, instant messaging, roster, routing, policy, and
federation.
• The Rich Presence service, which manages presence state gathering, network-based rich
presence composition, and presence-enabled routing functionality.
• Support for ad hoc group chat storage with persistent chat and message archiving, which is
managed by an external database.
) 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-87
Ihe Cisco Unified Presence server also contains support for interoperability via SIP with
Microsoft Live Communications Server 2005 or Microsoft Office Comniunications Server
2007 and the Microsoft Office Communicator client for any Cisco Unified IP phone that is
connected to aCisco Unified Communications Manager. The Microsoft Office Communicator
client interoperability includes click-to-dial functionality, phone control capability, and
presence status of Cisco Unified IP phones.
fhe figure summarizes the infomiation flow between the diffcreni components within the Cisco
Unified Communications architecture.
Cisco Unified Communications Manager is the central component in the scenario, and supports
the largest variety ofprotocols, fhe utilization ofprotocols in Cisco Unified Communications
Manager includes the following:
• SCCPlo control IP phones and oilier SCCPdevices
• SIP to control SIP endpoints and for SIP trunks to voice mail and other PBXs
• Media Gatewav Control Protocol (MGCP) to control media gateways such as Cisco 2900
Series routers
• H.323 for gateway connections, intraclustcr trunks, and 11.323 networks

• SOAP to prov ide database access via the Cisco Unified Communications System XMI
layer
• C11 to allow for CTI integration and Microsoft remote call control integration
Cisco Uniiied Presence mainly uses the following protocols:
• XMPP. SIP. and SIMPl.L for generic presence and federation functionality
• SOAP to access the Cisco Unified Communications Managers database via Cisco Unified
Communications System XML and Cisco Unified Personal Communicator configuration
profiles
• CTIQBL for CTI integration for remote call control integration with Microsoft Office
Communicator
• HTTPlo support the Cisco IP Phone Messenger service on Cisco IP phones
Cisco Unified Presence Integration with Microsoft Active
Directory and Exchange
Cisco Uniiied Presence can be integrated with the enterprise Lightweight Directory Access
Protocol (LDAP) directory and Microsoft Exchange to allow users to sign in with their LDAP
user credentials and synchronize the presence status wilh Microsoft Outlook calendar entries.
Cisco Unified Presence Integration with

MS Active Directory and Exchange
Cisco Unity
Connection/Cisco Unity
Microsoft Exchange
Exchange user
data is stored in
Active Directory
Uses Microsoft
Exchange for Calendar
Integration and
Presence Status
Synchronize
user data from AD
into local Unified
Communications
Manager
directory. Cisco Unified
Cisco Unrfied Cisco
Presence reads user
Communications Unified
data from Unified
Manager Communications
Presence
Manager
directory
An LDAP directory lookup allows Cisco Unified Personal Communicator client users, orthird-
party XMPP clients, to search for and add contacts from the LDAP directory. The search results
are displayed in the search window from Cisco Unified Personal Communicator.
Cisco Unified Presence communicates with the Microsoft Exchange Server using Outlook Web
Access (OWA). a Web-Based Distributed Authoring and Versioning (WebDAV) interface that
is exposedby the Microsoft Exchange Server.
© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-89
Cisco Unified Presence Integration with Cisco Unity
Connection
Ihis section describes Cisco Unity Connection and Cisco Uniiied Personal Communicator
integration and defines the maximum number ofInternet Message Access Protocol (IMAP)
sessions that are allowed.
Cisco Unified Presence Inteqrati

Cisco Unit'
Provides Cisco Unified Personal Communicator users with

the ability to view, play, sort, and delete voice-mail
messages'
• Cisco Unified Presence must be confgured with a voice-mail profile
• Cisco Unified Personal Communicator receives configuration during
login from Cisco Unified Presence
« CiscoUnified PersonalCommunicator users need to configure user
credentials for voice mail.
Cisco Unrfiec Cisco Unrfied Personal

Presence Communicator
Uses IMAP to access

the voice-mail bo<
Cisco Unity Connection can be integrated withCisco Unified Presence. Lnd userscan access
their voice mailbox within the Conversation History pane in Cisco Unified Personal
Communicator, Cisco Unified Personal Communicator voice-mail integration uses IMAP to
access the voice mailbox, which provides the following features:
• Access voice messages directly from the Conversation History pane in the Cisco Unified
Personal Communicator client.
• Use the integrated media player lo play and delete messages directly from the Cisco
Unified Personal Communicator client.
• Easily access presence and availability information for the caller in the Cisco Unified
Personal Communicator client; then click 10 call llie personback and escalate to web chat,
video, or other multimedia sessions.
The number of IMAP connections and users that aresupported inCisco Unity Connection
depends on ihe Cisco I 'nitv Connection platfonn. More infomiation can be found at:
http:<''''w ww.cisco.eonr'cn'US/does.'voiee _ip_.comm/connection/8\/supportcd plat forms/
8\cucspl.html
Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Cisco Unified Presence Integration with Conferencing Servers
To escalate activ econversations to aconferencing server, Cisco Unified Presence can be
integrated with Cisco Unified MeetingPlace or Cisco WebEx.

Conferencing Servers
Cisco Unified Presence can be integrated with a conferencing

server:
• Itsupports Cisco Unified MeetingPlace and Cisco WebEx.

• Cisco WebEx integration requires a local Cisco WebEx Meeting Center
server
• Cisco Unified Personal Communicatorcommunicateswith the

conference server via HTTP or HTTPS.
• Conferencing servers are configured on Cisco Unified Presence and
added to a conferencing profile.
Cisco Unified Cisco Unified Personal

Presence Communicator
Communicates over
HTTP or HTTPS
Cisco Unified Personal Communicator uses Cisco Unified MeetingPlace orCisco WebEx
conferencing for its web conferencing capability. The web conferencing features ofCisco
Unified MeetingPlace and Cisco WebEx are based on Macromedia Flash technology using
HTTP or HTTPS as the transport protocol.
i 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence
Cisco Unified Presence Integration with LDAP
.DAP integration enables end users to search and add contacts from the cooperate directory ,
Cisco Unified Presence integration with LDAP
Cisco Unified Presence integrates with LDAP directory servers:

• Supported LDAP servers are
Microsoft Active Directory 2000, 2003, and 2008
Netscape Directory Server
Sun ONE Directory Server 5 2 and OpenLDAP
- The LDAP profile allows users to search and add contacts from the LDAP
directory to Cisco Unified Personal Communicator
• For authentication and synchronization of end users, Cisco Unified
Presenceuses Cisco Unified Communications Manager (which can also
use LDAP for authentication and synchronization).
Communicator
LDAP
Searcl) Query
Results
Authentication
Cisco Unified Presence integrates with these I DAP directory servers:

• Microsoft Aclive Directory 2000. 2001 and 2008
• Netscape Directory Server
• Sun ONE Directory Sener 5,2
• OpenLDAP
Administrators can provision users automatically from the LDAP directory into the Cisco
Unified Communications Manager database. Cisco Unified Communications Manager
synchronizes with the LDAP directory content so the administrator can avoid adding,
removing, or modify ing user infomiation manually each time a change occurs inthe LDAP
directory.
Cisco Unified Presence LDAP integration sy nchroni/es user infomiation from Cisco Unified
Communicalions Manager. In addition. LDAP integration prov ides authentication for Cisco
(.inified Personal Communicator client users and accessto llie Cisco Unified Presence user
interface.
6-92 IntroduangCiscoVoice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems Inc
Cisco Unified Presence Calendar Integration
The integration with Microsoft Exchange requires apresence gateway to be configured on
Cisco Unified Presence for calendar applications.
Cisco Unified Presence Calendar Integration
Cisco Unified Presence server can communicate with

Microsoft Exchange forpresence and calendarintegration:
• Active Directory 2003 or 2008 is required.
• Microsoft Exchange 2003 (SP2)or2007 (SP1) is supported.
• End users can activate calendar integration on the Cisco Unified
Presence end user web interface.
- During a scheduled meeting in Microsoft Outlook, users can
automatically be displayed as busy in the contact list.
MicrosoftExchange
Communicator
Uses the
Map it to an OWA/WebDAV
?^liability status Interface
(or a user
Once a presence gateway for Microsoft Outlook is configured, Cisco Unified Presence can
retrieve the calendar state ofa user (Tree, Busy, Out ofOffice) and map it toanavailability
status for the user (Available. Busy. Away).
Cisco Unified Presence requires a Microsoft Exchange account with special permissions to
query end-user calendaring data. The Microsoft Exchange account must comply with the
following requirements:
• Be a memberofthe Exchange View-Only Administrator group.
• Have Receive-As permission on the end-user mailboxes. Auser account isa regular
account that is used by a regular Microsoft Exchange user. Cisco Unified Presence requires
additional Receive-As account privileges to inspect all the calendars ofthe user. It is
recommended toassign this permission ata higher level (such as mail storage group) to
enable population of all the mailboxes in themail storage group.
Cisco Unified Presence supports the following versions ofMicrosoft Exchange for calendar
integration:
• Microsoft Exchange Server 2003 (SP2)
• Microsoft Exchange Server 2007 (SIM)
J2010 Cisco Systems, Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-93
Cisco Unified Personal Communicator Information Flow in
Deskphone Mode
In deskphone mode. Cisco Iinified Personal Communicator has the following characteristics.
Cisco Unified Persona! Communicator

Information Fiow in Deskphone Mode
Cisco Unified Personal Communicator in deskphone mode has

the following characteristics:
• CiscoUnified PersonalCommunicator registerslo CiscoUnified Presence
with XMPP for chat.
• The end user has an associated IP phone configured on Cisco Unified

• From Cisco Unified Personal Communicator, the end user can control the
IP phoneviathe CTIQBE (Quick Buffer Encoding) interface.
• When associated to multiple IP phones, the end user can select one ofthe
devices
Cisco Unified
Personal
Communicator
C;sco Unified
Communicat.ons
Manager
When using ihc Cisco Unified Personal Communicator in deskphone mode, the Cisco Unified
Personal Communicator registers at the Cisco Iinified Presence server and gets the
configuration file. The Cisco Unified Personal Communicator connects to the Cisco Unified
Communications Manager hostname or IP address and logs in with the end-user credentials.
With the Cisco Unified Communications Manager IP Phone service, Cisco Uniiied Personal
Communicator receives the lisl of controlled and user-associated end devices and uses the
CTIQBE interlace tocontrol the IP phone. The user can select the IP phone when multiple IP
phones are registered and associated to the end user.
The Cisco Unified Personal Communicator uses XMPP for chat fealurcs and sends all instant
messages to Cisco linified Presence.
6-94 Introducing CiscoVoice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc
Cisco Unified Personal Communicator Information Flow in
Softphone Mode
In softphone mode. Cisco Unified Personal Communicator has the following characteristics.
Cisco Unified Personal Communs
Information Flow in Softphone IVtode
Cisco Unified Personal Communicator in the softphone
mode has the following characteristics:
- Cisco Unified Personal Communicator registers as aCisco Unified
Clienl Services FrameworK (CSF) device.
. The Cisco Unified CSF device uses SIP asthe signaling protocol.
. The end user must be associated with the Cisco Unified CSF
device.
. The Cisco Unified CSF device is configured asa normal end device
with directory number,calling search space, and partition.
. Cisco Unified Personal Communicator uses Cisco Unified Presence
forXMPP (chat) communication.
Communicator
When no IP phone is available or users are not al their desk, the softphone mode allow the user
to flee and eeeive calls. The Cisco Unified CSF framework uses SIP REGIS IER messages to
register on Cisco Unified Communications Manager as aCisco Unified CSF dev.ee. using MP
as the signaling protocol. Cisco Unified Personal Communicator connects to the primary Tf IP
server (whose address is retrieved from Cisco Unified Presence) at startup, lor suspend and
resume operations, and for the re-establishment ofdropped network connections. %hen the
connection is established. Cisco Unified Personal Communicator downloads the configuration
file from Cisco Unified Communications Manager.
The configuration file contains the list ofCisco Unified Communications Manager primary and
failover server addresses and the transport protocol for Cisco Unified Personal Communicator
to use in softphone mode to connect to Cisco Unified Communications Manager.
After Cisco Unified Personal Communicator downloads the file successfully, the configuration
information is made available to other Cisco Unified Personal Communicator subsystems.
Each time Cisco Unified Personal Communicator tries to download the configuration file, the
application attempts to contact the primary TFTP sewer. Ifthe primary TFTPserver does nol
respond. Cisco Unified Personal Communicator fails over to the backup 1FTP server.
If all TFTP server connections fail. Cisco Unified Personal Communicator tries to load the last
valid downloaded configuration from the local hard disk.
Cisco Unified Personal Communicator uses XMPP to Cisco Unified Presence for instant
messages and roster updates.
6-95
Enablement ofCisco Unity Connection and Cisco Unified Presence
Compliance and Persistent Chat
Complice allowsthe storing of instant messages on an external server or database for
Compliance and Persistent Chat

Persistent chat
' Group chat messagesare saved to an external PostgreSQL server
• Instant messages in group chats are available when a participant
rejoins a persistent group chat room.
Compliance
' ODBC ^n96!
UUBC or 3re Saved
a compliance t0 an external
serverwith XMPP. p0S*9^SQL serverwith
• When using a compliance server, all IM traffic is sent to the
compliance server ihat provides policies and security
' 2'2mpliance server sends the instant message back to the Cisco
Unified Presence server, and it is then transferred to the recipient
PostgresOL
Server
O
Ci5;o Unifies
Personal
Communicator
perilstent cha is enabled, ad hoc rooms are stored to Ihe external PostgreSQI. database for
Ieduration ot the ad hoc chat. This s.orage procedure allows aroom owner to eseala^ ai i
ho cha to apersistent chat: otherwise, these ad hoc chats are purged from PostgreSQI at the
durôn'onlitchr"151"11 ***^^ ^^ *"* ™"^ in ™Iatil° ' ' " *»«"
Cisco Unified Presence uses the basic interfaces ofthe external dalabase and does nol provide
anv administration options, database purging, or configuration ofthe database. Cisco requires a
separate database instance for each server that is deployed with persistent group chat. Th
database instances can share the same hardware but are not required to do so.
As part ofthe Jabber XCP architecture. Cisco 1Inilied Presence contains aMessage Archivcr
component thai alous tor logging oftext conferencing, federated, and interchip messages
ml> ^n external database as part of anonlocking native compliance. Cisco Unified Presence
native compliance and message archiv ing requires aPostgreSQI. database instance per cluster.
Ihe same database can be shared vv ith multiple clusters; however, manv users in amullicluster
deplov ment might requtrc multiple database sen ers. Cisco Unified Presence can also use an
external compliance sen er. which provides generally more features than aplain PostgreSQI
database. Compliance servers can provide security features, for example, including antivirus'
programs tor file transfer checks or protection ofspam over instant messaging (spun, Xch
depends on the compliance serv er. When using an external compliance sewer, all chat
messages from MP- or XMPP-based clients will be sen, to this compliance server as an XMPP
rheri^no^r ^^ "^ ^T" ^'^ ^^ fw examnle- chc<*i"g »*r viruses or
desired Receiver C°"CCrnmg whcthtT lhc scnder is i,lloucd t0 s™<* ™»ânt message to the
Finally, the compliance server sends the instant message back ifall actions are successful or
sends an error instant message to the Cisco Unified Presence server. This message is then'
orwarded to the receiver. Ifthe external compliance server is not reachable for Cisco Unified
! resence. no instant messages can be transferred.
6-96 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O '2010 Cisco Systems. Inc.
Quality of Service
Cisco Unified Personal Communicator marks Layer 3 IP packets using differentiated services
code points (DSCPs).
Quality of Service
• Cisco Unified Personal Communicator marks Layer 3 IP packets

via DSCP:
- Call-signalingtrafficis marked with a DSCP value of 24.
- RTP media traffic is marked with a DSCP value of 46.
• Computer traffic is typically untrusted. The network device will
remove DSCP markings made by an application on the PC.
• Routers and switches must allow these DSCP markings for the port
ranges that Cisco Unified Personal Communicatoruses.
Application
EF 46
Video CS4 32
Call signaling CS3 24
The Cisco Unified Personal Communicator client marks call-signaling traffic with a DSCP
value of 24.or a per-hop behavior (PHB) value of CS3. Real-Time Transport Protocol (RTP)
media traffic is marked with a DSCP value of 46 (PI IB value of EF). Video traffic is marked
with a PHB value of CS4 (DSCP value of 32).
Note The marking in Cisco Unified PersonalCommunicator depends on the supportinthe

operating system hosting the client.
PC traffic is typically untrusted. and thenetwork will strip DSCP markings, which aremade by
an application on a PC. Therefore, access routers and switches must be configured to allow
these DSCP markings for the portranges that CiscoUnified Personal Communicator utilizes.
Typically, networks are configured to strip DSCP markings from computer traffic. Therefore, if
the administrator wants Cisco Unified Personal Communicator traffic to be marked, the
administrator must configure switchesand routers to apply DSCPmarkingsto computer traffic
based on theport ranges thatthe application uses. Configure destination addresses with which
Cisco Unified Personal Communicator communicates.
i 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-97
Cisco Unified Personal Communicator Port Usage
Cisco I'nified Personal Coinmuniealor communicates wilh different servers using the protocols
shown in the table.
Cisco Unified Personal Communic;
69 UDP TFTP
80 TCP HTTP
143 TCP IMAP(TLS or plain TCP)
389 TCP LDAP
443 TCP HTTPS
993 TCP IMAP (over SSL)

2748 TCP CTI Quick Buffer Encoding (CTIQBE)
5060 UDPTTCP SIP
5061 uDPrrcp Secure SIP

5222 XMPP Instant messaging
7993 TCP
IMAP(oyer TLS, Cisco Unity Connection
specific)
8080 TCP CCMCIP
8191 TCP SOAP
16384-32766 UDP RTP
As shown in the table. Cisco Unified Personal Communicator uses different protocols for
communication:
• ITTP: Loads the configuration file from Cisco Unified Communications Manager
• HTTP: Communication with conferencing server
• IMAP: Used for communication with the voice-mail server
• LDAP: Contact search and resolution in Cisco Unified Personal Communicator
• H'lTPS: Secure communication with conferencing sener

• IMAP over SSL: Secure communication wilh Cisco I initj server
• (TIQBK: I sed in deskphone mode for IP phone control
• SIP: Signaling protocol for sottphone mode
• Secure SIP: SIP over TLS
• XMPP: Instant messaging with Cisco Uniiied Presence

• IMAPP over TLS: Used for securevoice mail with Cisco Unity Connection
• CCMCIP: Used in deskphone mode for obtaining a list of associated devices
• SOAP: Used for secure login to Cisco Unified Presence over HT'fPS
• RTP: Media streaming
Note Cisco Unified Personal Communicator also uses Cisco Discovery Protocol and Cisco Audio
Session Tunnel protocol to communicate between the Cisco IP phone and the PC
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Summary
Summary
• Cisco Unified Personal Communicator includes a wide range

ofapplications that allow end users toreceive phone calls,
voice mail, meeting escalation, and instant messaging from a
single application. The Cisco Unified IP Phone Messenger
uses XML toenhance presence capabilities and provides
chat functionality on Cisco Unified IP phones.
* Cisco Unified Presence has a flexible architecture, which
enables integration with several products, like Cisco Unified
MeetingPlace.
J
The lesson introduces Cisco Unified Presence and Cisco Unified Personal Communicator. The
lesson presents the architecture and call flows within aCisco Unified Communications system
that is integrated wilh Cisco Unified Presence.
References
• Deplov ment Guide for Cisco Unified Presence Release 8.0 at:
http://dsco.com/en/US/docs/voicejp_comm/cups/8_0/english/install_upgrade/
deplov menl/guide/CUPdeploy. html
• Instant Messaging Compliance Guide for Cisco Unified Presence Release 8.0 al:
http://cisco.coin/cii/US/docs/voicejp_comm/cups/8jO/english/compliancc/guide/
CUPlMCompliaiicc.html

Enablement of CiscoUnity Connection and Cisco Unified Presence 6-99
6-tOO Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc
Lesson 5
Enabling Cisco Unified

Presence
cm Overview
To enable end users for CiscoUnified Personal Communicator andCisco IP Phone Messenger,
several configuration steps must be performed on Cisco Unified Communications Manager and
CiscoUnified Presence. This lesson shows howto configure end users, howto troubleshoot
common issues withCiscoUnified Personal Communicator, andgives an overview about the
typical issues lhat arereported by end users.
Objectives
Upon completing this lesson, you will be able to describe how to enable Cisco Unified
Presence for end users. This ability includes being able lo meetthese objectives:
• Describe how to enable end users in Cisco Unified Communications Managerfor Cisco
Unified Presence
• Describe how to enable end users for desk phone controland Cisco Unified Personal
Communicator
• Troubleshoot end-user issues with Cisco Unified Personal Communicator

• Describe how to enable end users for Cisco IP Phone Messenger
i^mmm
mrt
Setting Up End Users in Cisco Unified
Communications Manager for Cisco Unified
Personal Communicator
This topic describes the necessarv steps toenable end users on Cisco Unified Communications
Manager lor Cisco Unified Personal Communicator.

Configuration Checklist
Perform the following steps on Cisco Unified

Communications Manager for Cisco Unified Personal
Communicator usage:
•" Assign license capabilities.
. Configure the end user.
: Associate the directory number.
-' Create a Cisco Unified CSF device for Cisco Unified Personal
Communicator.
Associate the Cisco Unified CSF device to the end user.
Ihe figure list.-, the steps that are required to configure end users in Cisco Unified
Communications Manager for Cisco Unified Personal Communicator, 'fhey areexplained in
detail next.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Step 1: License Capabilities Assignment
The first step is to assign the license capabilities toend users.
Step 1: License Capabilities Assi<
Navigate to System > Licensing > Capabilities

Assignment.
• Licensing assignment supports bulk assignment toenable multiple
users al the same time.
WlHUMMIpm (I-(•/>»
I tl.arKtor | î —
3. The user is now enabled for

Cisco Unified Presence and Cisco
.*fc^^
Unified Personal Communicator.
2. Enable Cisco Unified Presence and

Cisco Unified Personal Communicator,
then dick Save.
End users must be enabledto use Cisco Unified Presenceand Cisco Unified Personal
Communicator. The administrator needs to assign presence capabilities for each Cisco Unified
Presence user. This will consume one Cisco Unified Communications Managerdevice license
unit (DLU) per assigned capability. The administrator can assign Cisco Unified Presence
capabilities on a pcr-user basis, orusing bulk assignment. When Cisco Unified Presence
capabilities are assigned for auser, the user can send and receive availability updates. Ifthe
user is notenabled for Cisco Uniiied Presence capabilities, no availability updates arc allowed
for that user. When the usershould be ableto use Cisco Unified Personal Communicator,
ensure that the capabilities for using Cisco Unified Personal Communicator are also checked.
Navigate to System > Licensing >Capabilities Assignment and search a user. Check Enable
CUP to enable Cisco Unified Presence capability, and check Enable CUPC to enable Cisco
Unified Personal Communicator capability. Both capabilities must bechecked for the user to
use Cisco Unified Personal Communicator. Then press Save.
Note In most cases, the end user will use Cisco Unified Personal Communicatoras their second
device, inaddition to a physical IP phone Inthe normal case, Cisco Unified Personal
Communicator will registeras a Cisco Unified Client Services Framework (CSF) devicethat
consumes three DLUs. To ensure that Cisco Unified Communications Manager treats Cisco
Unified Personal Communicator as an adjunct (secondary) device, configure the Primary
Phonesetting inthe Phone Configuration window forCisco Unified Personal Communicator.
This is also valid for Cisco Unified IP Communicator or Cisco Unified Mobile Communicator
) 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-103
Step 2: End User Configuration
In the next step, associate the end user uith the IP phone or udevice profile and assign
pri\ ileges,
Navigate to User Management > End User and

select the desired end user.
Choose a device profile

when using Cisco
Extension Mobility
Toenable desk phone control, associate the end user wilh the IP phone ordevice profile.
Navigate to User Management > F.ntl User and select a user. Click the Device Association
button to search an IP phone, or select a device profile from the list and use the arrowto
associate il with the end user.
Note In the Device Configuration window on Cisco Unified Communications Manager, ensure that
the device can be controlled with computer telephony integration (CTI). By default, the Allow
Control of Device from CTI check box is enabled.
Step 2: End User Configuration (Coni
TheStandard CTI Enabled group or a customized group must be
added for every Cisco Unified IP phone type.
Choose the Standard CTIAllow Control of Phonos Supporting
Rollover Mode group forCisco Unified IP Phone 69XX Series.
Choose Standard CTI Allow Control of Phones Supporting
Connected xfer and Conf groupforCisco Unified 89XX and 99XX
Series IP Phones.
In the End User Configuration window, scroll down todisplay the Permissions Information
area. To allow CTI control in deskphone mode, add the userto the appropriate groups.
• For all IP phone types, the user must be a member oftheStandard CTI Enabled group.
• ForCisco Unified IP Phone 69XX Series, alsoadd the userto the Standard CTI Allow
Control of Phones Supporting Rollover Mode group.
• ForCisco Unified IP Phones 89XX and99XX Series, add the userto the Standard CTI
Allow Control of Phones Supporting Connected Xfer and Conf group.
When finished, click Save.
Note Instead ofusing thedefault groups, theadministrator canalso create customized groups.
) 2010 Cisco Systems, Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-105
Step 3: Directory Number Configuration
After configuring the end user, set up the directory number configuration.
i: Di
Navigate to Device > Phone, choose the IP phone of the user,

and go to the directory number configuration window:
Allow Control of Device

from CTI musl be checked
Na\ igate to De> ice > Phone, select Die IP phone ofihe end user, and go tothe directory
number configuration. When using Cisco Extension Mobility, navigate to Device > Device
Settings > Device Profile and selectthe de\ ice profileofthe end user. To allowC'f I control of
Ihe director) number, check the Allow Control of Device from CTI check box. Then,
associate the end user \\ith the line. Cisco Unified Presence must use (he correct presence status
when a user is offhook. Click Associate End Users and search the user. When ready, click
Save and Apply Config.
Introducing Cisco Voiceand Unifed Communications Administration (ICOMM) v8 0 ) 2010 Cisco Systems Inc
Step 4: Create Cisco Unified CSF Device
Create aCisco Unified CSF device, which uses Cisco Unified Personal Communicator in the
softphone mode.
Step 4: Create a Cisco Unified CSF

Device
Navigate to Device > Phone and click Add New.

• TheCisco Unified Client Service Framework phone type is used for
the softphone mode ofCisco Unified Personal Communicator 8.0
- For Cisco Unified Personal Communicator7.0, choose Cisco
Unified Personal Communicator as the phone type.
-mmjumâ
"1 When ready, choose Next |

|®;.„....
,- ScJtrt th« ty*e »f DhMf »*»
j «.™T„.'|l:,mllrf,ri£ snf S-r-K** FtmtHmoI -U
To use Cisco Unified Personal Communicator in thesollphone mode, the administrator must
create a Cisco Unified CSF device inCisco Unified Communications Manager. Navigate to
Device >Phone and click Add New. Choose Cisco Unified ClientServices Framework as
the device type, and click Next.
Note The Cisco Unified Client Services Framework (CSF) is usedforCisco Unified Personal
Communicator version 8.0. When using Cisco Unified PersonalCommunicator version 7 0,
choose Cisco Unified Personal Communicator as the device type.
© 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-107
Step 4: Create a Cisco Unify
Device (Cont.)
The device name

V has no naming
convention for
Cisco Uniiied CSF
devices.
Allow Control ot Device

from CTI must be
checked
Selecl a device
security profile and
SIP profile
a;^-
Uhen creating a Cisco Unified CSF dev ice, the device name has no naming convention. Fnsure
that theAllow Control of Detice from CTI cheek box is checked. '1 hen. define (he device
securitv profile and SIP profile. When using ihc Cisco Unified CSFdevice as thesecond device
ot a user, also setthe Primarv Phone parameter to the user 1P phone.
When using Cisco Unified Personal Communicator version 7. follow the naming convention
for the device name:
• Derives from the usemame
• String starts with UPC

• Contains onlv uppercase letters or numerals
• Contains no more than 12 additional characters afler UPC
For example, a user with the user ID jjackson will use UPCJJACKSON as the device name.
The user ID Johnnie jackson will use UPCJOIINNHJACKS as Ihe device name.
6-u Introducing CiscoVoice and Unified Communicalions Administration (ICOMM) v80 ©2010 Cisco Systems. Inc.
Step 4: Create a Cisco Unified CSF
Device (Cont.)
Add the directory number to the Cisco Unified CSF device.

i—Otrtclo** dumber Inform*
»£C/|[ *'t**"»fl
Add the directory number in
the device configuration.
o.™. JJg^2^ Bill Unt I t W " "
Associate the end

user wilh the line
sMiii I eiw*ii I o»at. s«l»aid j
When the Cisco Unified CSF device is created, add thesame directory number to thedevice as
the end user has configured at the IP phone ordevice profile. To associate the user with the
line, click the Associate End Users button.
© 2010 Cisco Systems, Inc. Enablement of Cisco UnityConneclion and Cisco Unified Presence 6-109
Step 5: Associate the Cisco Unified CSF Device to the End
User
Ihe last step on Cisco Unified Communications Manager isloassociate the Cisco Unified CSF
device to Ihe end user.
Step 5: Associate a Cisco Unified CSF

ice to an Ens
Navigate to User Management > End User
Use the Device

Association button to
search the Cisco
Unified CSF device
When the Cisco Unified CSF dev ice is successful!} created, associate the device to the end
user. Navigate to I ser Management > End User and select the user. Click Device
Association and search the previously created Cisco Unified CSF device and click Add
Selected. The device is now displav ed in the Controlled Devices list. Finallv. click Save.
Configuring End Users in Cisco Unified Presence
This topic describes how to enable end users for Cisco Unified Personal Communicator in
Cisco Unified Presence. Depending on the deployment, not all application profiles may be
needed. For example, when voice-mail servers are not used in the enterprise network, it is not
necessarv toset up the configuration for a voice-mail profile in Cisco Unified Presence.
Mailstore Configuration
Go to Application >Cisco Unified Personal

Communicator > Mailstore and select Add New.
Mft*r« f 4«ftfliw**w" •—^^Define aname for the mailstore

lU^L
• eeh:
Set the hostname or IP address
Def ne the protocol

X
(default TCP) and click
Save when ready
To configure Cisco Unified Personal Communicator users to access their personal voice
mailbox, define the mailstore where voice mails are stored. Inthe example that is shown here.
CiscoUnified Personal Communicator is configured in Cisco Unified Presence for Cisco Unity
Connection usage.
Navigate toApplication >Cisco linified Personal Communicator >Mailstore and select
Add New. Then, define the Name for the mailstore, which identifies the mailstore in Cisco
Unified Presence. When using a Domain Name System (DNS) server, enter the hostname or the
IP address when DNS is not enabled. Then select the protocol type and port. By default.TCP
and Port 143 arc used.
Check the documentation for the voice-mail server. It may use a dilTerent port or protocol, or it
mav have secure voice-mail access enabled.
© 2010 Cisco Systems. Inc. Enablemenl of Cisco UnityConnection and Cisco Unified Presence 6-111
Voice-Mail Server Configuration
Configure the voice-mail serv er for every node thai should be used for Cisco Iinified Presence
integration.
Navigate to Application > Cisco Unified Personal

Communicator > Voicemail Server and select Add
New
Choose Unityor Unity

Connection
Set the hostname
^ or IP address
When ready
press Save
Configure the voice-mail sener that is installed in the local deployment. Cisco Unified
Presence supports Cisco Unitv orCisco Unitv Connection. Navigate toApplication >Cisco
Unified Personal Communicator >Voicemail Sener. Select Add New to configure a new
voice-mail server. First, select the Server lype from the drop-down list. Choose Unity orUnity
Connection; the default is Unit). The Name field identifies each configured voice-mail node in
Cisco Unified Presence. Then. setthe hostname when using DNS or the IPaddress inthe
Hostname/IP Address field. The WebService Portand WebService Protocol are. bv default.
HTTPS and port 44.1: change it to HTTP and port 80. if needed. It is recommended to use
H fl PS for secure communication between Cisco Unified Personal Communicator instead of
HTTP. When readv. click Save.
Introduang Cisco Voice and Unified Communications Administration (ICOMM| v8 0 ©2010Cisco Systems, Inc
Voice-Mail Profile Configuration
After the voice-mail servers and mailstorcs are configured, apply both to avoice-mail profile.
Voice-Mail Profile Configuration
To create a new profile, navigate to Application >

Cisco Unified Personal Communicator >
Voicemail Profile and select Add New:
Set a name for
il troWt (a»f»q*iH
IVH-P"*^
J the profile.
E£u_ Choose the previously

created mailstore and
voice-mail server.
tcuci
Check the box to set these

values as defaults, which
applies only to newly
synchronized end users
To create a new voice-mail profile for Cisco Unified Personal Communicator, navigate to
Application >Cisco linified Personal Communicator >Voicemail Profile and click Add
New. First, define a name for the voice-mail profile. The name identifies the voice-mail profile
in Cisco Unified Presence. Then, choose thevoice-messaging pilot. Thedrop-down list
includes all voice-mail pilots that are configured inCisco Unified Communications Manager.
Cisco Unified Presence synchronizes them. In the example, Default isused, because Cisco
Unified Communications Manager uses only a default voice messaging pilot.
Then, select the primary voice-mail server. This is the previously configured voice-mail server.
Theadministrator can also define up to two lo backup voice-mail servers, butbackup voice-
mail seners are not mandatory. Also define the primary mailstore, and if needed, up to two
backup mailstores. Check the Make This the Default Voicemail Profile for theSystem
parameter check box after saving the voice-mail profile. Checking this check box applies this
voice-mail profile toall users that are synchronized from Cisco Uniiied Communications
Manager.
i 2010 Cisco Systems. Inc. Enablement ofCiscoUnity Connection and Cisco Unified Presence 6-113
Voice-Mail Profile Confi
• The dual-folder mode is an extension ofthe IMAP protocol.

• The Cisco Unified CSF device checks whether the IMAP server
supports the extension and switches back to single-folder mode ifit
is not supported.
I Define the folders lor

, voice-mail use
When users are

already synchronized
from Cisco Unified
Communicalions
Manager, add Ihem to
Ihe profile
When defining the mailstore settings, enter the folders that are used as the Inbox and Trash
folder on the Internet Message Access Protocol (IMAP) server. The default for the Inbox folder
is INBOX and the default for the Trash folder is Deleted Hems.
Ihedual-folder netting isturned on bv default for use with mailslores that support the IMAP
UIDPI.US extensions (RFC 235" and 4315). 'fhe Cisco Unified CSF will detect if UIDPLUS is
not supported and automaticallv rev ert lo single-folder mode, fhe UIDPI.US extension ofthe
IMAP prov ides a set of features that are intended to reduce the amount of lime and resources
that are used bv some client operations.
Note Microsoft Exchange 2007 server does not support UIDPLUS extensions.
For users that arealread) svnchronized. the adminislrator musl manually add ihem to the voice-
mail profile with the Add 1isers to Profile button.
Note Cisco recommends creating the profiles first, before synchronizing end users to Cisco
Unified Presence This appliesalso to all other profiles that are explained inthe nextsection
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
CTI Gateway and Profile Configuration
When the voice-mail profile is configured, define the CTI gateway and profile.
CTI Gateway and Profile Configuration

Navigate to Application > Cisco
, Hatt £*ntl*ur*ti>ri Unified Personal Communicator
|_H._ti»_ta if jTfK*ti_QO0 > CTI Gateway Server
The configuration Is
automatically created
a.""
IV
OaHU I C#p*
y*-^ E**aiiK^CTr_T(p_0nifile jihwoi
Navigate to Application :
Cisco Unified Personal îne.J.OM
Communicator > CTI
Gateway Profile
The profile is
automatically created
but must be associated
witti end users Pnlit | S*H«M\ } CUnrtll | ' OriMJSiilaaal
7,rs
Cisco Unified Presence dynamically creates a TCP-based CTI gateway profile that isbased on
the hostname of Cisco Unified Communications Manager. Before using this profile, verify that
CiscoUnified Presence andCisco Unified Personal Communicator clients can pingCisco
Unified Communications Manager by the DNS name. Ifthey cannot contact the server, the
administrator needs to addthe IP address of CiscoUnified Communications Manager in Cisco
Unified Presence Administration (Application > Cisco Unified Personal Communicator > C'f1
Gatewav Server). The adminislrator does not need to perform this procedure if Cisco Unified
Communications Manager was previously configured with an IPaddress through the Cisco
Unified Communications Manager Administration > System > Server menu; Cisco Unified
Presence automatically populates the CTI gateway fields.
fhe administrator can also use a specific CTI gateway profile as thesystem default, or add
users manually to the profile with the Add Users to Profile button.
Note Ensurethat the CiscoUnified Communications Manager is running the CTI Manager
service.
>2010 Cisco Systems, Inc. Enablement of Cisco Unit/ Connection and Cisco Unified Presence 6-115
LDAP Host Configuration
To use a corporate Lightweight Directorv Access Protocol (LDAP) directory, create an LDAP
host in Cisco Unified Presence.
LDAP Host Configuration
Navigate to Application > Cisco Unified Personal

Communicator > LDAP Server and select Add
New
* Check the LDAP server documentation to verify which

protocol type and port the enterprise LDAP server is using.
Choose a name for the AD
—— J server
J^.1 - L I and
•! IU define
M C I I I I K the
IMC
/ j hostname or IP address
-Z1
Selecl (he protocol

type {default TCP]
.H£iJ.£i
First, define an LDAP server. Navigate to Application >Cisco Unified Personal

Communicator >I.DAP Sener and select Add New fhe name identifies each configured
LDAP serv er in Cisco Unified Presence. When using DNS. provide the hostname information
in the Hostname/IP Address field. Willi a DKS server, use the IP address ofthe LDAP host.
Use ICP port 3268 or the default port 389 when using Microsoft Active Directory. Check the
LDAP server documentation lo verify the prolocol type and port that are supported and used by
the enterprise LDAP sener.
6-116 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 D2010 Cisco Systems Inc.
LDAP Profile Configuration
After creating the I.DAP servers, add them to an LDAP profile.
LDAP Profile Configuration
Go to Application > Cisco Unified Personal Communicator >

LDAP Profile and select Add New.
Enter the credentials

and search siring tor
LDAP queries.
Add Ihe previously

created LDAP server
to the profile.
-*r~3
Go to Application >Cisco Unified Personal Communicator >LDAP Profile and create a

new LDAP profile. Then, define the values for Bind Distinguished Name (DN) and
Password. This isthe distinguished name that will be used for authenticated bind. The syntax
for this field depends on the type ofLDAP server that is deployed. Some LDAP directories also
support anonymous access. For anonymous bind, check the Anonymous Bind check box. The
Bind Distinguished Name (DN) field is notmandatory.
For details, seethe LDAP server documentation. Then, define the search context by entering
the location where all I.DAP users are configured. This location isa container ordirectory. The
search base should include all users ofCisco Unified Personal Communicator. In the Primary
LDAP Server drop-down list, select the previously defined LDAP server, and ifneeded, up to
two backup LDAP servers.
>2010 Cisco Systems. Inc. Enablementof Cisco Unily Connection and Cisco Unified Presence 6-117
Audio Profile Settings
fhe audio profile settings onlv appiv lor Cisco Unified Personal Communicator version 8.
Audio Profile Settings
Navigate to Application >Cisco Unified Personal Communicator >

Audio Profile and select Add New.
Automatic gain control

raises or lowers Ihe
audio volume
. This setting enables noise-

j suppression policies when
users receive (eedbai^
clicking or other auaic
distortions
\\ hen using Cisco Unified Personal Communicator in softphone mode, the applied audio
profile settings can beused to improv e the audio quality when endusers receive anecho or the
audio quality is not acceptable. An audio profile is nol mandatory, but itcan be used to adjust
the audio quahtv.
Navigate to Application > Cisco Unified Personal Communicator > Audio Profileand click
Add New. First, enter a name for the audio profile, liv default, all options to tweak the audio
qualitv are checked. Depending on the problems that might hereported from and end user,
enable or disablethe following settings:
• Enable Automatic Gain Control: Keep this setting turned on (checked) ifthe
adminislrator wants Automatic Gain Control (AGC) lokeep the audio output constant by
reducing the volume ofa strong signal or raising the volume ofa weaker signal.
• Enable Noise Suppression: When receiving clicking, feedback, orother noise problems in
the audio output, cheek this option and choose the level of noise suppression.
• Enable Voice Activity Detection: Enable voice activity detection (VAD) to detect the
presence orabsence of human speech and facilitate speech processing in anaudio session.
6-118 Introduang CiscoVoice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc.
Audio Profile Settings (Cont.)
The audio settings apply only when using Cisco Unified

Personal Communicator in softphone mode.
attenuate
hnr"^ *i#i Soft Tr»r4Aon SwiWHnQ
M^hflcha «ffh 3oW TraA**en 5*"tt*ir>g
| CMytf | MM.«.art j Bo«iinrP>«(J J
• Enable Echo Cancellation: Keep this setting turned on (checked) ifthe administrator
wants toremove echo from audio output and improve the audio quality. Turn off(uncheck)
this setting ifecho cancellation isnot needed orif it impedes the audio output.
Finally, add the users to the profile by clicking the Add Users to Profile button.
i 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-119
CCMCIP Profile Settings
Io define the server for the Cisco Unified Communications Manager IP Phone (CCMCIP)
service, createa CCMCIP profile.
CCMCIP Profile Setting
Navigate to Application > Cisco Unified Personal Communicator >

CCMCIP Profile and select Add New
Enter the hostname or IP

address of Cisco Unified
' - " -13'" " ••"'r- Sel the certificate

vesication, the default is
Self Signed or Keystore
Associate end users
-J with the profile.
,J~~3
Navigate to Application > Cisco Unified Personal Communicator > CCMCIP Profile and
select Add New. Select a name for the CCMCIP profile and define the primary and backup
CCMCIP hosts. Both fields are mandatory. Depending on thedeployment, use the hostname or
IP address ofthe Cisco Unified Communications Manager nodes. For server verification, set
the server certificate verification. By default. Cisco Unified Presence accepts self-signed or
kev store certificates. When using a local certificate authority (CA) in the network, choose
Kcystore Only. This requires importing the cerlificate that is signed by the CA into the local
trust store in Cisco Unified Presence. This procedure can be performed in the Cisco Unified
Presence Operating Svstem Administration web interface. Finally, add the users to this profile.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc
Modify End-User Settings in Cisco Unified Presence
When using multiple profiles in Cisco Unified Presence, the administrator can modify the
profile association on a per-user level.
Modify End User Settings in Cisco

Unified Presence
To configure usersettings, go to Application >Cisco Unified

Personal Communicator > User Settings and select a user.
intrlZ *KI
t *i»A_ ct' _HpJ*o*bl*_»,
\ All previous configured

prof les can also be
configured on a per-user
level
To specify the profile settings on aper-user level, navigate to Application >Cisco Unified
Personal Communicator >User Settings. Select the user thatshould beconfigured. The
administrator can now change, add. or remove all application profiles for a specific user. When
readv. click Save.
) 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-121
Cisco Unified Personal Communicator Options
When all application profiles areconfigured for an end user, theCisco Unified Personal
Communicator options must be configured.
Cisco Unified Persona! Communicator Option;
Configure the Cisco Unified Personal Communicator options.
The available accounls

lo sel up depend an Ihe
profiles that are applied
to users in Cisco Uniiied
Presence
After configuring all application profiles, some application profiles (for example, the voice-
mail profile) require that end users enter their credentials in the options of Cisco Unified
Personal Coinmuniealor. After logging in to Cisco Unified Personal Communicator, navigaic lo
I-ile > Options. Select the register Accounts. Depending on the profiles that areapplied to a
specific enduser, the user must enter the credentials, for example, ifthe company does not use
voicemail and no voice-mail profile isconfigured bv the adminislrator in the user settings on
Cisco Unified Presence, the end userwill not see the voice-mail credeiilial fields (Usemame,
Password) in the Cisco I'nified Personal Communicator options.
Note When entering the CiscoUnity Connection credentials, use the user ID and the configured
web application password and notthe PIN The web application password can be configured
in the user configuration window in Cisco Unity Connection
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc
Troubleshooting Cisco Unified Personal
Communicator
This topic describes how to troubleshoot typical problems that occur during configuration ot
end users for Cisco Unified Personal Communicator.
Troubleshoot Common Cisco Unified

Personal Communicator Issues
Common issues experienced by users ofCisco

Unified Personal Communicator:
* Example 1:Theend usersofCisco Unified IP phones
cannot be selected.
• Example 2: In softphone mode, telephony is not possible.
- Example 3: Users are not shown as on the phone in the
contact list during an active call.
• Example 4:An end usercannot log intoCisco Unified
Personal Communicator.
• Example 5: Asearch for contacts in Cisco Unified Personal
Communicator returns no results.
• Example 6:Theend usercannot control the Cisco Unified IP
Phone 9971.
The figure shows six examples ofcommon issues that are reported by end users when enabling
endusers for Cisco Unified Personal Communicator. Theexamples will beexplained next.
) 2010 Cisco Sysiems, Inc Enablementof Cisco Unit/ Connection and Cisco Unified Presence 6-123
Example 1: Cisco Unified IP Phone Cannot Be Selected
Acommon error is that end users cannot select their Cisco Unified IP phone.
Example 1: Cisco Unified IP Phone

Cannot Be Selected
The end user reports that Cisco Unified Personal

Communicator returns an error message when
starting the client:
• Verify that the user devices are registered to fhe Cisco
" Verify that the end user is associated with Cisco Unified IP
phones in the end-user configuration.
• Ensure lhat the CCMCIP profile in Cisco Unified Presence is
applied to the end user.
- Verify in Cisco Unified Communications Manager that the
device and directory number can be controlled byCTI.
In this evample. an end user reports that after logging in to Cisco Unified Personal
Communicator, the client responds with an error message that the selected dev ice is nol
available. The end user can click OK to accept this message orclick Select Another Device.
Typically, each end user has only one IP phone, and therefore the selection ofanother phone
will show that no other dev ice is available.
Common reasons fortius problem are the following:

• Ihc associated IP phone is not registered to the Cisco Unified Communications Manager.
This situation occurs due a network, cabling, orappliance problem.
• flic IP phone is notassociated inthe end-user configuration inthe Cisco Unified
Communications Manager Administration web interface.
• fhe end user has no assigned CCMCIP profile in Cisco Unified Presence.
• The IP phone or directory number cannot be conlrolied by CTI. Ibis occurs when llie
Allow Control of Device from CTI checkbox is unchecked.
6-124 Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 )2010 Cisco Systems, Inc.
Example 2: Telephony Is Not Possible in Softphone Mode
When using Cisco Unified Personal Communicator, the end user cannot receive or place acall.
Example 2: In Softphone Mode, Telephony

Is Not Possible
When using the softphone mode in

Cisco Unified Personal Communicator,
the end user cannot initiate a call or
receive a call. Perform the following
» PdatfJ^c-jp
tasks:
& 0v.a1u? ---'
• Verify that the end user is associatedwith iff J«nWlu» tori***
the Cisco Unified CSF device in the end- <* MkH"K tatt
user configuration in Cisco Unified

• Verify ifthe Cisco Unified CSF device is
registered with the Cisco Unified
• Ensure thatthe correct directory number
and partition/CSS are configured.
Softphone mode is typically used when an end user is not at the office desk, for example, an
end user i$ currently at the airport and uses Cisco Unified Personal Communicator over a
virtual private network (VPN) connection. When the user reports that placing acall or receiving
calls aren»tpossible, verify the following configurations;
• Verify that the end user is associated with the Cisco Unified CSF device in the end-user
configuration in Cisco Unified Communications Manager Administration interface.
• Unsure that the Cisco Unified CSF device isregistered to Cisco Unified Communications
Manner. Ifthe device is not registered, the problem may occur due to an error in the
services onCisco Unified Communications Manager ora problem with the connectivity
between the clientand Cisco Unified Communications Manager.
• Check the configuration ofthe Cisco Unified CSF device. F.nsure that the correct directory
number, partition, and calling search space (CSS) are applied.
© 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-125
Example 2: in Softphc
Is Not Possible (Cont.
In deskphone mode, the Cisco

Unified CSF device is nol
registered lo Cisco Unified
In softphone mode
ihe Cisco Unified
CSF device is
registered
lo verify that the client is registered to the Cisco Unified Communications Manager, search for
the Cisco I'nified CSF dev ice in Cisco Unified Communications Manager using Device >
Phone, hi softphone mode, the Cisco Unified CSF device should show Unit it is registered. In
the example above, ihe Cisco Unified CSF dev ice with the device name CUPCIDO! •' shows
Registered with 10.1.1.1.
Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc
Example 3: Users Are Not Shown as on the Phone During an
Active Call
Auser reports to the IT helpdesk that the presence status docs not change to "on the phone*
during an active call.
Example 3: Users Are Not Shown as on the

Phone during an Active Call
An end user reports that, during an active call, the status is

displayed as available.
Perform the following tasks:
• Ensure that the SIP trunk between Cisco
Unified Presence and Cisco Unified
Communications Manager is set up
correctly.
* Check on Cisco Unified Communications
Manager that the line association oftheend . fj|
user directory number is configured. a^T-^li*.
even during an
active call.
"Ll.
Ifeverything is configured correctly, a user isautomatically shown as on the phone during an

active call. When the enduser reports lhat thepresence status isnotdisplayed correctly,
• fhis error usually occurs ifthe line association is notconfigured. InCisco Unified
Communications Manager, check the IP phone, device profile, or Cisco Unified CSF
device (depending onwhen the issue occurs) directory number and associate the end user
with the line.
• Verifv that the SIP trunk presence subscription isconfigured correctly. Check the Cisco
Unified Communications Manager and Cisco Unified Presence site ofthe Session Initiation
Protocol (SIP) trunk. Also, ensure that the SIP trunk security profile onCisco Unified
Communications Manageris configured correctly.
i 2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-127
Example 4: End User Cannot Log in to Cisco Unified Personal
Communicator
Another common issue is that end users cannot log in to Cisco Unified Personal
Communicator.
Example 4: End User Cannot Log In to

An end user reports that login to Cisco

Unified Personal Communicator is not
possible Perform the following tasks.
' Ensure that the user account is not locked due
password policies in LDAP or Cisco Unified
'rf4
- Check that the end user uses the correct server
IP address or hostname "• •i\". "fifes-"jfl
* Ensure DNS functionality when using the
hostname of Cisco Unified Presence. .joatc.-1j&- .jit..
' C - .iW-i
* Verify in Cisco Unified Communications
Manager that the license capabilities are
configured correctly.
An end user tries to log in to Cisco Unified Personal Communicator and Ihc client responds
with a Login failed message. Verify the following things:
• Unsure that the end-user account is not locked out due password policies in Cisco Unified
Communications Manager or I.DAP (for example, there were too many failed login
attempts and the account was locked by the LDAP server).
• Sometimes, users may inadvertently change the server IP address or hostname. Check thai
the user is trving to log in to the correct server.
• When using the hostname of Cisco Unified Presence, ensure that the DNS server is
reachable and resolves the hostname to the correct IP address.
• On Cisco Unified Communications Manager, verifv that the license capabilities were
configured correctl\.
Note Gefore starting troubleshooting at the appliance and server level, perform basic connectivity
tests For example check the network cable or Wi-Fi settings, try lo ping the Cisco Unified
Presence server, and ensure that the user does not use Caps Lock when typing the
password for the user account.
Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8.0 ©2010 Cisco Systems. Inc
Example 5: Search for aContact Returns No Results
The end user reports that adding new contacts from the directory is not possible.
Example 5: Search for Contacts Returns

No Results
The end userreports that adding new contacts tothe contact

list is not possible; the search does not return any results:
A misconfiguration may also be

indicated when the user ID
cannot be resolved from LDAP.
Ensure that the profiles are applied to the

end user in Cisco Unified Presence:
>. If'tlr t—*H™"*t
Add the
a LDAP prof le.
In this example, the end user reports that adding new contacts to the Cisco Unified Personal
Communicator Contact List is not possible because the directory search returns no results.
Perform the following steps to troubleshoot theproblem:
• Ensure that theenduser is associated with the correct LDAP profile. A missing LDAP
profile can also be indicated when the user ID in Cisco Unified Personal Communicator
cannot be resolved by the LDAP directory.
• Verify that the Search Context parameter in the LDAP Profile configuration in Cisco
Unified Presence is correct.
) 2010 Cisco Systems, Inc. Enablementof Cisco Unily Connection and Cisco Unified Presence 6-129
Example 6: The End User Cannot Control the Cisco Unified IP
Phone 9971
In this example, the end user cannot control the Cisco Unified IP Phone 9971.
Example 6: End User Cannot

Cisco Unified IP Phone 9971
An end user reports that controlling the Cisco Unified IP Phone 9971
with Cisco Unified Personal Communicatordoes not work With the
Cisco Unified IP Phone 7970. the user had no problems.
Perform the following tasks.
Venfyin Cisco Unifed Communications Manager lhat the end user is associated
with the Cisco Unified IP phone.
Verify that the AllowControl of Device from CTI check boxin the device is
checked
Check in Cisco Unified Communications Manager thatthecorrect groups and roles

are defined.
' Choose Standard CTI Allow Control

j ofPhones supporting Connected
Xfer and conf group for Cisco Unified
89XX i 99XX series IP Phones
Ihe user repons that since the new Cisco Uniiied IP Phone 9971 was installed by ihe
administrator. C11 deskphone control ofthe dev ice is nol possible. With the previously used
Cisco Unified IP Phone 7970. ihe user had no problems. Verify the following:
• On Cisco I nified Communicalions Manager, ensure lhat the new Cisco Unified IP phone
was associaled to the end userin the end-user configuration window.
• Verifv lhat the Allow Control of Device from (Tl check box in Ihe device configuration
on Cisco Unified Comniunications Manager is checked.
• Cheek Ihe usergroups in Cisco Unified Communications Manager. 'Ihe Cisco Unified IP
Phones 89XX • ' 99XX Series need an additional group. Add the end userto the Standard
CTI Allow Control of Phones Supporting Connected Xfer and Conf group ora customized
group.if configured.
6-130 Introduang CiscoVoice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.
Server Health
Cisco Unified Personal Communicator includes tools to verify the system status and helps
administrators to troubleshoot problems.
Server Health
Navigate to Help >Show Server Health in Cisco Unified

Personal Communicator to show the connectivity status.
H i n w u ^ w MiaMil The Server Status tab provides a brief

i^.»m HvywwiiLH) I overview about connectivity to the
mv 0 different services
t*-.r *:C-*- 1" '- 1 9
cue «
W*J*nne{cn) e
DnkPtamrKASTJ o
VVMHaKttre e
i™.^,-, i;;1)
ferf *• ^c»*i rr_F

— ™.«.
_™_ _ru
When a user reports problems with Cisco Unified Personal Communicator, the administrator
can usethe Server Health and Notification window to display the current connection status for
each servicein Cisco Unified Personal Communicator. Navigate to Help > Show Server
Health toopen the Server Status window. Go tothe Notifications tab toshow a detailed log
with the error information and time stamp.
© 2010 Cisco Systems, Inc. Enablement of Cisco UnilyConnection and Cisco Unified Presence 6-131
Problem Report
Ihe problem report tool allows end users lo generate adump file for troubleshooting.
The Problem Report tool can be accessed via Help > Create
Problem Report in Cisco Unified Personal Communicator:
• The Problem Report tool starts
automatically when the client stops
responding
- It creates a fileon the desktop of the
end user in the following format.
CUCSF-jdoe_12-2-48_4-9-2010 zip
• It can be used for troubleshooting a
issue.
• It can be provided to TAC engineers

for processing cases
The Problem Report tool allows end users to create anerror dump file, lorexample, vvhen
Cisco Unified Personal Communicator crashes. After a crash of Cisco Unified Personal
Communicator, the Problem Report tool pops up automatically. I'hc usercanalsocreate a
Problem Report tool dump when nav igaling lo Help>Create Problem Report. Fora detailed
report, check the Enable Detailed Cogging parameter in the help menu. I'hc Problem Report
tool creates a dump on the userdesktop, archived with a /ip file and containing the usemame
and time stamp in the filename, fhis file can also besent loCisco TAC when processing Cisco
LAC cases.
6-132 Introduang Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems. Inc.
Cisco Unified Presence Troubleshooter
In addition to the Cisco Unified Personal Communicator, the Cisco Unified Presence server
includes tools to troubleshoot problems.
Cisco Unified Presence Troubles hooter
Navigate to Diagnostics >System Troubleshooter in Cisco Unified

P resence Ad mi nistration.
1Itdisplays a II displays
j syslemwide overview of solutions for
"* | current problems open issues
a
7^
£
*.&**»•*_< u_a»_p™fl»p_-v"-ii_« i
TheCisco Unified Presence server includes a System Troubleshooter tool. The System
Troubleshooter performs a set oftests on both the Cisco Unified Presence cluster and on the
CiscoUnified Communications Manager cluster to validate the CiscoUnified Presence
configuration. This includes asection that tests the Cisco Unified Personal Communicator
configuration. Use this section tocheck general configuration issues on Cisco Unified Presence
or Cisco Unified Communications Manager. Each testalso includes a Solutions section, which
shows tips on how to fix an issue.
© 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-133
Configuring Cisco IP Phone Messenger
Ihis topic describes how to enable end users for Cisco IP Phone Messenger.
Cisco IP Phone Messenger Setup
Perform the following steps on Cisco Unified

Communications Manager for Cisco Unified IP Phone
Messenger:
: Configure the application user
l Create the phone service.
:. Subscribe the phone service on IPphones or
device profiles.
Ihe figure lists the step>> that are required lo configure end users in Cisco Unified
Communications Manager for Cisco IP Phone Messenger, fhey are explained in detail next.
6-134 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8.0 >2010 Cisco Systems. Inc
Step 1: Configure Application User
As the first step, create the application user on Cisco Unified Communications Manager.
Step 1: Configure Application User
Navigate to User Management >Application User and create

a new application user.
The defined user ID and

r^ password must be the
same as those on Cisco
Unified Presence.
Select the devices that

should be controlled by
Messenger.
Select the device profiles
S that should be controlled

by Cisco UnifiedIP Phone
Messenger.
To allow the Cisco IP Phone Messenger application to connect to CiscoUnified

Communications Manager, create an application user. Navigate to User Management>
Application User and click Add New. Enter a user ID and password; both must match the
configured credentials in Cisco Unified Presence. Then, add the IP phones and device profiles
that should use Cisco IP Phone Messenger to the controlled devices. When ready, clickSave.
) 2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-135
Step 2: Create the Phone Service
After creating an application user, sel up the phone service.
To create a new service, go to Device> Device Settings >

Phone Services and select Add New.
Check Enable to aclivate the

Wher ready service use enterprise
press Save subscription for automatic
subscription on all IP phones
and device profiles
URL
Io create new Phone Serv ice. nav igate to Dev ice> Dev iceSettings > Phone Services and
click Add New. lintera sen ice name and an ASCII service name. Then, define the service
URL in the following format: http://CUP_ IP:8081/ippm/default?name=#I)LV](T.NAMh#.
Ihe URL can include either the IP address ofthe Cisco Unified Presence server or the
hostname. I 'se ihe hostname when the IP phones have access to a DNS server. As the service
category, choose XML Service from the drop-down list. The service type should beset to
Standard IP Phone Senice. Then, check the Enable check box and. if desired, check
Enterprise Subscription to automaticallv subscribe llie service to all IPphones anddevice
profiles. Ifvou check Lnterprise Subscription, it is not necessary lo addllie service manuallv lo
an IP phone or device profile and the next step in this lesson can be omitted.
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 )2010 Cisco Systems, Inc.
Step 3: Subscribe the Phone Service
After the phone service is created, subscribe the service to an IP phone or device profile.
Step 3: Subscribe the Phone Service
To add the created service to a device or device profile, navigate

to device (profile) configuration and select Subscribe /
Unsubscribe Services from Related Links.
^Tv^Select the PhoneMessenger

™ service from the drop-down box
and click Next.
To subscribe theCisco IP Phone Messenger service, navigate to thedevice ordevice profile

configuration and select Subscribe/ Unsubscribe Services from the Related Links and click
Go. Inthe newwindow, select the service from the Select a Service drop-down list. Select the
PhoneMcssenger service as shown in the example and click Next. Now, enter the service
infomiation. Fntcr the service name that should be displayedon the IP phone and click
Subscribe when ready.
© 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-137
Cisco IP Phone Messenger Setup on Cisco Unified Presence
After finishing ihe configuration for Cisco IP Phone Messenger on Cisco Unified
Communications Manager, setup the required steps on Cisco Unified Presence.
Cisco IP Phone Messenger Setup on

On Cisco Unified Presence, configure thefollowing to

enable and modify Cisco IP Phone Messenger settings:
Enable the Cisco IP Phone Messenger application.
/ Manage Cisco IP Phone Messenger response messages.
Ihe figure lists the steps thai are required to configure end users in Cisco Unified Presence for
Cisco IP Phone Messenger. Ihev are explained in detail on the following section.
6-138 Introducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8.0 ©2010Cisco Systems. Inc
Step 1: Enable Cisco IP Phone Messenger
First, enable Cisco IP Phone Messenger onCisco Unified Presence.
Step 1: Enable Cisco IP Phone
To configure settings, navigate to Application >IP Phone

Messenger > Settings.
ty
r itrtfpfta «pliwnor> u«rri*™f^pwworf t
-*-* Turn the IPPM Application

• Status setting to On
frrnnfnnroT (default:Off)
Enter the application user

credentials that were previously
configured ofi Cisco Unified
To enable Cisco IP Phone Messenger onCisco Unified Presence, navigate toApplication >IP
Phone Messenger >Settings. Set the IPPM Application Status value to On; the default is Ofi'.
Then, enter the application uscrname and application password. Use the same credentials as
previouslv configured on Cisco Unified Communications Manager. Ifnecessary, change the
setting ofthe Max Instant Message History Size ifthe administrator wants to store more instant
message history for users or alter thetimeout settings.
) 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-139
Step 2: Manage Cisco IP Phone Messenger Response
Messages
After enabling ihe Cisco IP Phone Messenger, manage fhe response messages.
Step 2: Cisco IP Phone

Response Messages
Navigate to Application >IP Phone Messenger >Response

Messages to managesystemwide response messages.
«p. .ha
Bv default. Cisco Unified Presence includes some svstemwide response messages, fhese
messages can be customized and deleted, if not needed. To add a new response message, click
Add Nen and enter the text for the response message. When ready, click Save. To change the
order ortext ofthe existing response messages, click a response message. Use the arrows lo
change the order orenter new text in the Response Message field. When ready, click Save.
6-140 Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.
Verify the Cisco IP Phone Messenger Status
After configuring all steps for Cisco IP Phone Messenger, verify the status ofthe end users.
Verify the Cisco IP Phone Messenger Status
Todisplay the status, navigate to Application > IP Phone

Messenger > Status.
Select users and click .*»"- . » « * < «

^>ei#r I
Broadcast to send an ™.'™?«wt*!"
IP Phone Messenger
broadcast message '«« i.l.tuj
ni^hi™ 13
{'•Urtl cut*
To check the status of Cisco IP Phone Messenger users, navigate to Application> IP Phone
Messenger >Status. Use the search field tosearch for one ormore specific users, orclick
Find todisplay all users. The list shows the logged in and logged out users. Additionally, the
administrator can check end users to send broadcastmessagesto them. Select the check box
nearthe end users andclick Broadcast. Inthe new window, enterthetext. When finished, click
Send to send the broadcast message,
© 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-141
Summary
This topicsummarizes the kev points that werediscussed in this lesson.
Summary
• To enable end users for Cisco Unified Personal Communicator,

fhe administrator needs to perform different tasks on Cisco
Unified CommunicationsManager and Cisco Unified Presence.
• The Cisco Unified Presence configuration for Cisco Unified
Personal Communicator is bundled fo profiles, which are applied
to end users
The Cisco Unified Personal Communicator and Cisco Unified

Presence provide helpful toolsfortroubleshooting presence
issues.
To enable end users for Cisco IP Phone Messenger, configure

an application user and subscribe the service to an IP phone or
device profile. Cisco IP Phone Messenger must be enabled on
Cisco Unified Presence.
Ihe lesson explained the configuration ofCisco Unified Communications Manager end users lo
be synchronized lo Cisco Unified Presence, 'fhe Cisco Unified Personal Communicator profiles
were configured and assigned to the end users in Cisco Unified Presence to allow the use of
other Cisco Unified Communications Systems products.
References
for additional infomiation. refer to these resources:
• Deployment Guide for Cisco Unified Presence Release 8.0 at:

http::'.'ci<eo.conven/US'does/voiee_ip_comni/cups/8 O/cnglish/inslall upgrade/depiov merit
/guide'CUPdeplov .html
• Configuring the Cisco IP Phone Messenger Service guide at:
hltp:<'eisco.com en.'I S.'docs/v oice_ip_comin/cups/S 0/english/install_ upgrade/dcplovmenl
•guidedgippm.hlml
6-142 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM] vB 0 ©2010 Cisco Systems. Inc.
Module Summary
This topic summarizes the ke\ points that were discussed in this module.
Module Summary
• Cisco Unity Connection can integrate with the Cisco Unified

Communications Manager via SCCP or SIP. The system call
handler, directory call handler, and interview call handler offer
various automated services to external and internal callers.
* The user template can group parametersfor users, which are
selected during user creation. The mailbox isassociated with
the user and a message store. The message store space can
be managed actively.
• Users can be added to Cisco UnityConnection in many
ways. Users can be imported from Cisco Unified
Communications Manager or an LDAP directory, but they can
also be added in bulk to the system. Use the message store
capabilities toactively manage the storage space for all
users.
Module Summary (Cortt
Cisco Unified Personal Communicator integrates the most

frequently used communications applications and services
intoa singledesktopsoftware application. IP Phone
Messenger, a component ofCisco Unified Presence, enables
end users on Cisco Unified IP phones to receive, send, and
reply to instant messages.
To enable Cisco Unified Personal Communicator and IP
Phone Messenger for end users, several configuration steps
on Cisco Unified Communications Manager and Cisco
Unified Presence must be completed.
) 2010 Cisco Syslems, Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-143
This module described the Cisco Unitv Connection and Cisco Unified Presence features for end
users. The module also covered the necessarv configuration sleps for Cisco Unified
Communicalions Manager. Cisco Unity Connection, and Cisco Unified Presence. The module
also presented troubleshooting tips and common troubleshooting tasks.
References
• Svstem Admini:-,lnition (iuide for Cisco Unity Connection Release 8.x at:
hltp;/'Www.ci>eo.com,cn:i;s/docs/voife_ ip..eomm/connec(ion/8.\/administraiion/guide-
8\cucMig\.html
• DeploymentGuide for Cisco Unified Presence Release 8.0 at:

http:'civco.com en US. does/voice ip_comm/cups/8 O/english/install upgrade/dcplovmenl
/guide CUPdeptoy.html
• Cisco Unified Communications Manager features and Services (iuide. Release 8.0(1) at:
hUp.'Vwnw.ci.co.comcn.'i'Sdocv'voiee ip comm/ciienvadinin/8 0 1/ccmfeal/
tsiul-8fil-cm.html
6-144 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems, Inc
Module Self-Check
Use ihe questions here to review what you learned in this module. The correct answers and
Ql) Which statement describes the difference between SIP and SCCP integration of Cisco
Unilv Connection? (Source: Understanding Cisco Unity Connection)
A) SCCP integrations cannot be secured.
B) SIP integrations donot need MWI configuration.
C) SCCP integrations do notneed MWI configuration.
D) SIP integrations cannot be secured.
Q2) Which ofthe following is not acall handler in Cisco Unity Connection? (Source:
Understanding Cisco Unify Connection)
A) system call handler
B) interview handler
C) directory handler
D) application handler
Q3) The standard transfer rule in Cisco Unity Connection can be modified for public
holiday usage. (Source: Understanding End User and Voice Mailbox Characteristics
and Configuration Requirements)
A) true
B) false
Q4) What are three main parameters when creating anew Cisco Unity Connection end
user? (Choose three.) (Source: Understanding End User and Voice Mailbox
Characteristics and Configuration Requirements)
A) user ID
B) name
C) class of service
D) extension
E) mailbox size
F) user greeting file
G) business hours
Q5) The message aging policy and mailbox quotas can be defined al the system level, in the
user templates, orat the user level. (Source: Understanding End User and Voice
Mailbox Characteristics and Configuration Requirements)
A) true
B) false
Q6) Which role isconfigured by default for end users? (Source: Understanding F.nd User
and Voice Mailbox Implementation Options)
A) Mailbox Access Delegate Account
B) Remote Administrator
C) 1lelp Desk Administrator
D) none
>2010 Cisco Systems. Inc Enablement ofCisco Unity Conneclion and Cisco Unified Presence 6-145
Q7) Which statement describes the self-enrollment process in Cisco Unity Connection?
(Source: Understanding End User and Voice Mailbox Implementation Options)
A) End users are configured automatically with the default settings.
B) End users can use the TUI losetup their mailbox.
C) Administrators use the self-enrollment process to create end users via the 1UI
D) None ofthe above describes the process.
Q8) Which four ofthe following are selectable bulk operations for users? (Choose four.)
(Source: Understanding End User and Voice Mailbox Implementation Options)
A) Configure
B) Create
C) Import
D) Export
E) Delete
I) Update
Q9) WInch is the default message aging policy for permanently deleting messages in the
Deleted Items folder? (Source: Understanding End User and Voice Mailbox
Implementation Options)
A) 5da>N
B) 10 davs
C) 15 davs
D) 20 davs
QIO) Which codec is not supported with Cisco Unified Personal Communicator? (Source:
Understanding Cisco Unified Presence)
A) il BC
B) G.722
C) iSAC
D! G.728
Ql I) Which protocol uses Cisco Unified Personal Communicator to communicate with

Cisco Unified Presence'.'(Source: Understanding Cisco Unified Presence)
A) SIP
B) CTI
C) XMPP
D) IMAP
Q12) Which statement describes message compliance? (Source: Understanding Cisco

Unified Presence)
A) Compliance saves chat messages in persistent chat rooms for group chats,
B) Compliance allows auditing for administrators and reports about Cisco Unified
Personal Communicator usage.
C) Compliance saves instant messages to an external PostgreSQI. server wilh
ODBC or to a compliance server with XMPP.
D) Compliance allows end userslo save chat messages lo the local harddisk.
Q13) Which protocol is used between the CSF" device and Cisco Unified Communications
Manager when using Cisco Unified Personal Communicator in softphone mode?
(Source: Understanding Cisco Unified Presence)
A) SIP
B) CTI
C) XMPP
D) IMAP
Q14) Which two steps are not necessary when enabling an end user for Cisco Unified
Personal Communicator? (Choose two.) (Source: Enabling Cisco Unified Presence)
A) Assign license capabilities.
B) Subscribe phone service.
C) Create a CSF device.
D) Configure the owner user ID.
Q15) Which ofthe following is acharacteristic ofCTI gateway profiles in Cisco Unified
Presence? (Source: Enabling Cisco Unified Presence)
A) CTI gateway profiles apply onlyto IPPM users.
B) CTI gateway profiles are only necessary when using Cisco Unified Personal
Communicator in softphone mode.
C) CTI gateway profiles are created automatically by Cisco Unified Presence.
D) CTI gateway profiles are used with voice-mail profiles.
Q16) Which two ofthe following are possible causes ofusers not being shown as "On the
Phone" during an active call? (Choose two.) (Source: Enabling Cisco Unified
Presence)
A) The SIP trunk between Cisco Unified Presence and Cisco Unified
Communications Manageris not configured correctly.
B) "Fhe lineassociation of end users is notconfigured.
C) The CSS and partition ofthe directory number isnot configured correctly.
D) "fhe Standard CTI Allow Control of Phones Supporting Xfer and Conf group is
notapplied for Cisco Unified 79xx Series IP Phone users.
Ql7) The IPPM service ishosted onthe Cisco Unified Communications Manager and must
be applied as aphone service tothe devices. (Source: Enabling Cisco Unified
Presence)
A) true
B) false
©2010Cisco Systems, Inc. Enablement ofCisco Unity Connection and Cisco Unified Presence 6-147
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o:> 11
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Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 ©2010 Cisco Systems, Inc.
Module 7

Solutions Maintenance
Overview
The Cisco Unified Communications solutions provide awide range oftools to —n_
troubleshoot monitor or recover Cisco Unified Communications applications. The problem
SvSS ?roblemsorintheCisco
^with IZCisco Unified Reporting CiscoUnif,cd
UnifiedCommunicatuTand can *Iool,
Real-T-me Monitoring
TwYWn The Disaster Recovery System allows the administrator to perform backup and
relê tasks o!i ctco Unified Communications Manager, Cisco Unify Connection, or Cisco
Unified Presence.
This module present, the monitoring, troubleshooting, maintenance, and disaster recover, tools
available in Cisco Unified Comniunications solutions.
Module Objectives
Upon completing this module, you will be able to describe how to maintain aCisco Unified
Communications solution. This ability includes being able to meet these objectives.
. Describe how to provide end-user support in case ofbasic conneetivily or voice quality
issues
Describe Cisco Unified Communications Manager reports and how the> arc generated
. Describe Cisco Uniiied Communications Manager CAR tool reports and how they are
generated
• Describe Cisco Unified RTMT and use itfor system monitoring
. Describe the monitoring options in Cisco Unity Connection and how they can be used to
monitor voice mail usage
Describe the Disaster Recovery System and how it is used for backup and restore tasks in Cisco
Unified Communications systems
Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010Cisco Systems. Ir
Lesson 1
Providing End-User Support

Overview
In a VoIP environment, the administrator must understand how lo successfully troubleshoot
problems. Issues can occur asa result of switch misconfigurations, DHCP, or bandwidth
problems. "Fhe CiscoUnified Comniunications Manager offers features thatallowyou lo avoid
bandwidth problems and commands to verify configurations.
Objectives
Upon completing this lesson, you will be ableto describe howto provide end-user support in
case of basicconnectivity or voice quality issues.This ability includes being able to meetthese
objectives:
• Explain the general troubleshooting approach and thephone registration troubleshooting
process
• Explain the VUAN concept for data and voice networks

• Explain the QoS model together with CAC
Troubleshooting Phone Registration Issues
Ihis topic describes how to troubleshoot phone registration issues and the problem-solving
model.
Probiem-Soiving Model
The following problem-solving model is one example of a systematic troubleshooting method:

• Analv /e the network problem and create a clear problem statement. Define symptoms of
ihe problem and the potential causes.
• Gather the facts that you need to isolate possible causes and use the results lo narrow the
list of potential causes to the most likely source. In an ideal situation, it is possible to
narrow the problems down lo the root cause. If a rool cause ofthe problem cannot be
determined, exclude as many options as possible by gathering facts using tools or methods
appropriate for the problem.
• Consider the most likely possible causes that are based on the facts that were gathered.
• Create an action plan to resolve the possible causes. Begin wilh the most likely problem
and devise a plan that is designed to manipulate only one variable.
• Implement the action plan.
• Analyze the results to dcterniine whether the problem has been resolved.
• Ifthe problem has not been resolved, create an action plan to resolve the next most
probable cause on the list. Return to the action plan and repeat the process.
• Ifthe problem was resolved, consider the process complete and document any changes, ihe
root cause of the problem, and the steps lhat resolved the problem.
If problems were not previouslv approached systematically or if a problem-solving model has
not been used previously, administralors may find that il takes longer initially, but ultimately it
saves time.
Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.
Sample Network Problem
As\ stcmatic approach to troubleshooting consists of asequence of steps. First, define the
problem clearly and sufficiently.
Sample Network Problem:

Define the Problem
Site A SiteB
Audio Stream Fails
^
WAN
SIP Trunk
Example: Network Problem

The figure shows asample network problem. The VoIP team received a problem report that
states the following:
• A user in cluster A initiates a call to a user incluster B. IP phone B rings, butassoon as the
useranswers the telephone, theuserhears a fast busy signal.
Define the Problem

Refer tothe problem-solving model and proceed through the problem-solving process as
follows:
• Define the problem in terms ofa set ofsymptoms and the associated causes. Ideally, when
defining the problem, compare the current network configuration and performance against
a network baseline.
• A baseline is a set of data lhatis collected from targets afterinstallation. Usethe baseline
data for comparison with real-time data.
• Begin bv identifying the general symptoms. Next, determine what possible problems these
sy mptoms may indicate. The problem statements must refer to the baselines that have
already been established for the network. Itshould bepossible to identify the characteristics
ofthe network when the network is performing asexpected (the baseline). Inaddition, it is
necessary tohave knowledge ofaspects of the network that have changed since the last
record of baseline performance.
• Fhe definition ofthe problem should bevery much like the problem report itself. In the
sample network problem, for example, the user incluster Areported that when attempting
lo call a user in cluster B. the telephone rings but returnsa fast busy signal when answered.
) 2010 Cisco Systems, Inc. Cisco Unified Communications Solution Maintenance

While defining the problem, the administrator should already be thinking about the possible
causes oftheproblem. Perhaps the administrator will remember a recent modification of
the Cisco I nified Communicalions Manager region configurations. This approach can
prov ide a head start in the right direction and may provide a ouick \'ix !o the problem.
Introducing CiscoVoice and Unified Communications Administration fICOMM] vS0 ©2010 CiscoSystems. Inc
Gather Facts
This figure describes the process ofcollecting information about the network prob_cm.
Gather Facts
When gathering facts about aproblem, it is important

to accurately interview end users:
• When did the problem first occur?
• Is the problem intermittent or does it always occur?
• if it is intermittent, is there apattern to the time of day that it
occurs?
• Are there any messages or tones that play, or does the
device simply disconnect?
Define the Problem
Gather Facts
When gathering facts about the problem, it is important to accurately interview end users to get
a^l ofthe pertinent details ofthe problem. Here are some example questions to use when
interviewing an end user:
When did the problem first occur?
Is the problem intermittent or does it always occur?
Ifitis intermittent, does it occur at aparticular time ofday?
Arc there any messages or tones that play, or does the device simply disconnect?
What does the display ofthe device read vvhen the problem occurs?
Is anyone else having this problem?
Which digits are being dialed? Should the call go across an intercluster trunk (ICT) or
through the public switched telephone network (PSTN)?
Fhis list is not exhaustive but provides aplace to start. Based on the knowledge of the system
and the problem being reported, additional questions may be necessary-
Some businesses have front-line interviewers who use atriage script with end users in order to
LTeni'ne the level at which the problem should be managed. This course does not reomre the
use ofscripts, but thev may work well in the enterprise environment
It is also important for administrators to know whal works for the user. Eor example jfa user is
having problems calling one extension, f.nd out what extcns.ons the user can call. Ihis
know ledge will assist in narrowing the scope of the problem.
In addition, the administrator should question other key people who are involvedîth the
network, such as network administrators and managers. This approach will clarify the call path
that is used by the failed call.
Cisco Unified Communicalions Solution Maintenance
..cued mimap:m™;«sr np •" c*mai "k,is arc pro"«" »™">^ -i
7-8 Introduang Cisco Voice and Unified Communicalions Administration (ICOMM) v8 0 ©2010Cisco Systems.
Sample Network Problem: Gather Facts
It is important to interview the end users.

Gather Facts
Gathering the facts:

• Interview end users
• Verify Cisco Unified
Communications
Manager configuration
* Verify router
configuration
• Use log files and
debug commands
• Use tools, such as
network analyzers or
Cisco Unified
Communications
Mjp Manager trace files ' Unified CM = Cisco Unified Communications Manager
Fhe usercanprovide critical information that may nol be found in an email trouble ticketor a
telephone call."Fhe following is an example interview of the userof IP phone A:
• Question: Do you alwaysreceive a fast busy signal when calling IP phone B?
Answer: This problem seems to happen intermittently. It started about two months ago. but
only occurred from time to time. Recently, it has been occurring quite frequently.
• Question: Have you changed the configuration of your telephone in any way?
Answer: No.
• Question: At which time during the day did the problem occur?
Answer: The problem seems to occur most during busy times ofthe day.
• Question: Do calls to IP phones al the same site as phone A work?
Answer: Yes.
• Question: Do calls to other phones at the same site as phone B work?

Answer: Sometimes.
After the administrator gathers and considers the information from the end user, the
adminislrator begins by verifying Ihe Cisco Unified Communications Manager and router
configurations. The administrator realizesthat the IP phones in cluster B are all first-generation
Cisco Unified IP phones that support G.711 and G.723 coder-decoders (codecs). The Cisco
Unified IP phones in cluster A arc second-generation Cisco Unified IP phones, which support
G.711 and G.729 codecs. Upon verifying the Cisco Unified Communications Manager region
configuration, the administrator sees that the Cisco Unified Communications Manager is
configured to require a G.729 codec when communicating between clusters. 1lowever, because
the user said that the problem is intermittent, is it possible that the problem directly relates to
this configuration issue?
)2010 Cisco Systems, Inc Cisco Unified Communications Solution Maintenance

For these iy pes of problems, tools that can gather information in real time can also be useful.
For example, the administrator could have the user ofCisco Unified IP phone Aattempt to call
the Cisco Unified IP phone Buser while performing arouter debug, capturing data through a
nctworkanaly/er. or logging llie call selup process through Cisco Unified Communications
Manager trace files.
Consider Possibilitiesnines
crihes the process ofdetermining the potential problems on the IP telephony

This figure descri
network.
Consider Possibilities
When all facts are gathered, consider the potential

problems based on those facts:
• Set boundaries to help isolate the network problems.
• Remove irrelevant network details from the set of items to
check.
Define the Problem.
Gather Facts'
Consider Possibilities
After all av ailable facts are gathered, consider the potential problems that are based on those
facts. Set boundaries to help isolate the network problems. Remove irrelevant network details
from the setof items to check. You can also eliminate entire classes of problems thatare
associated with svstem software and hardware.
) 2010 Cisco Systems. Inc. Cisco Unified Communications Solulion Maintenance 7-11
Sample Network Problem: Considering Possibilities
Referring to the sample network problem, consider llie possibilities may be able to cause the
problem.

Considering
Possible Problems:
• Incorrect Region
definitions
• Codec mismatch
• No transcoding
resources
• Access list on router

• RTP header
compression
mismatch
• Unified CM - Cisco Unified Communications Manage
By brainstorming with the data gathered from the sample network problem, the adininistralor
may determine a few possible causes, which could include the following:
• Incorrect region definitions
• No transcoding resource
• Access list on router
• Real-lime Iransport Protocol (RIP) header compression mismatch
Use the appropriate tools or methods logather facts that will help to eliminate as manv ofthe
options as possible. In this example, the following information is gathered:
• Ihe administrator uses a network topology diagram and discussions with the network
administrator to discover the call path. The call path goes across a Frame Relay-based ICT
between the two clusters.
• Ihroiigh further discussions with the VoIP team. Ihe administrator learns that the endpoints
in cluster Acan use Ci.71 I or(i.729 and the devices in cluster Bonly support (i.71 I and
G.723. Due to bandwidth constraints. G.71 I cannot he used. The region settings are ruled
out and the administrator of site Bconfirms thatthe codec settings arecorrect and have-
worked in the pasl.
7-12 Introducing CiscoVoice and Unifed Communications Administration (ICOMM) «80 ©2010 Cisco Systems, Inc
The administrator eliminates the router access lisl and RTP header compression mismatch
options because on occasion the calls do connect.
The most likclv remaining possibility is a lack oftranscoding resources. Use the Performance
Monitor counters in the Cisco Unified Real-Time Monitoring Tool (RTMT) to confirm that a
lack of transcoding resources is the problem. In addition, to help confirm the root cause ofthe
problem, the administrator can set an alert to send amessage when no transcoding resources arc
available.
12010 Cisco Systems. Inc Cisco Unified Communicalions Solution Maintenance 7-13
Create Action Plan
After considering these possibilities, ereale an action plan for the most likclv solution.
Create Action Plan
Consider the most likely

possibility from the list:
^ I • JLI
* Break the problem into small Hcfflfcr"' uU3f Ju'

steps.
* Start from the troubled
device and work outward. •ffi.fr
* At each step, determine if
the network is functioning
..jaiu'
properly.
* Collaborate with others to
develop an action plan.
Create Action Plan
When creating an action plan, try loemploy a "divide-and-eonquef policy if multiple

possibilities remain. Consider the most likely possibililv from the lisl and determine the
methods that can he used lo correct the problem.
Inorderto create a clearaction plan, break ihe problem into small sleps. Start from thedev ice
that is experiencing a problem and workoutward, Al each step, dclerminc ifthe network is
functioning properly . Fhis process will help lo Iracea path between the device that is
experiencing the problem and the sourceofthe problem.
Work with others to develop an action plan, especially if expertise in specific otherareas is
needed. Fhis approach will savelime andyou will gainexperience in otherareas.
7-14 Introduang Cisco Voice and Unified Communications Administration (ICOMM) w80 ©2010Cisco Systems Inc
Sample Network Problem: Action Plan
After considering all possibilities and narrowing the options to the most likely cause, or ideally
to the continued root cause, the action plan should rcfiect a solution that is directly related to
the problem.

Action Plan
It was confirmed
that the transcoding
resources were
running short during
heavy usage times:
• Add additional
transcoding
resources
• Or, limit the number

of calls
' Unifed CM - Cisco Unified Communications Manager
In the sample problem, itwas confirmed that the transcoding resources were insufficient during
heav y usage times. The solution tothis problem istoadd additional transcoding resources orto
limit the number of calls.
Depending on the overall cost, the administrator may decide to replace the Cisco Unified IP
phones in the cluster with Cisco Unified IP phones that support the G.729 codec. However,
before making any purchases, the administrator should perform extensive monitoring ofthe
transcoding resources toensure that these resources are the true cause ofthe problem.
)2010 Cisco Systems, Inc Cisco Unified Communications Solulion Maintenance 7-15
Implement Action Plan
This subtopic describes how to properly implement the action plan.
Implement Action Plai
When executing the action

plan, be as specific as
possible:
• Carefully implement each step.
* Keep track of exactly what will
be tested
* Limit the impact of (he

changes on other users.
" Minimize the extent or duration
of potential security lapses,
such as removing ACLs
Implement Action Plan
lie as specific as possible vvhen developing and executing the action. Fhe plan must identify a
set ol steps that will be executed, and each slep must be carefully implemented. It is bestto list
the action plan asa step-by -slep process. IIse this documented, systematic action plan to take
notes while implementing the plan. 1his allows you lo track successes and failures.
Administralors should never change more than one variable at a time. If more than one variable
ischanged alone time, ilwill bedifficult to determine the final solution to the problem.
The following are other items that should beconsidered during the implementation ofthe
action plan:
• Make sure that the changes that were made donol make llie problem worse. Ifthechanges
do make the problem worse, reverse the changes.
• Limit the impact oflhe changes on other users.
• Minimize the extent orduration of potential securitv lapses, such as removing anaccess
list.
In addition to fully backing upCisco Unified Communicalions Manager, Cisco Unified

Presence, or Cisco Unity Conneclion Server, maintain backup configurations ofthe routers and
switches in the network.
Inlroducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.
Observe Results
"Fhis topic descnbes the methods that are used to ensure that the action plan resolved the issue.
Observe Results
Be sure to gather results Create Action Plan

based on the action plan:
• Determine ifthe problem is
Implement A4tiort:p!an
resolved.
• Verify that no other problems
where created.
Observe Results
• Document the solution in
addition to the action plan
process.
After manipulating a variable to find a solution toa problem, be sure togather results that arc-
based onthe action plan and detemiinc whether the problem is solved. If itresolved the
problem, make sure todocument the solution in addition to the action plan process.
12010 Cisco Systems, Inc Cisco Unified Communications Solution Maintenance 7-17
Restart the Problem-Solving Process
This subtopic describes where to begin ifthe initial action plan fails.
Restart the Problem-Sol
Ifthe problem still exists, Create Action Wan

restart the process:
• Limit the possibilities using
results ofthe last action
plan.
* Narrowing of the possibilities
should be an ongoing
process.
• Back out Ihe action before

creating a new action plan
Restart the Process
After observing the results and determining that the problem still exists, restart the process
using the listof possibilities that were based on the facts gathered. With the result ofthe last
action plan, ihe administrator will be able lonarrow the possibilities. Narrowing of the
possibilities should be an ongoing process.
If iheprevious action plan results in a desirable configuration hutdoes notsolve the root cause,
then leave the action implemented and create another action plan. Ifthe previous action does
not solve the problem, and the adminislrator do not consider the results lo be a desirable
permanent slate, then the action should bebacked out before creating a new action plan.
Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 )2010 Cisco Systems. Inc.
Document Results
As soon as the problem is solved, document the work according to the practices and procedures
ofthe enterprise.
Document Results
Documentthe wrk according to the practices and

procedures of the enterprise:
• Documentationmaintains the steps to solve the problem
• Provides a back-out plan in case the fixes applied worsen the
situation overtime
• Serve as a historical record for future reference
Document Facts
Problem Solved
Yes
±
Do
Observe Results symptom
atop?
Reasons for creating documentation include the following:

• Documentation maintains the exact steps that were taken to solve the problem.
• Documentation provides a back-out plan in case the changes lhat were applied worsen the
situation over time.
• Documentation oftheproblem and resolution serve asa historical record for future
reference.
12010 Cisco Systems, Inc. Cisco Unified Communications Solution Maintenance 7-19
Troubleshooting IP Phone Registration
Ihis figure describes troubleshooting problems with IP phone registrant
roubles ing
Troubleshooting IP phone registration is similarfor Cisco

Unified Communications Manager Express and Cisco Unified
Communicalions Communications
Manager Express Manager
10 1 1 1 10.1 2 1
4> 'kecHsironui
,&
IP Phones IP Phones
Troubleshooting IP phone registration is similar for Cisco Unified Communications Manager

and Cisco I!nificd Communications Manager Lxpress.
7-20 Introducing Cisco Voice and Unified Communicalions Adminislration (ICOMM| v80 ©2010 Cisco Systems. Inc
Divide-and-Conquer Methodology
This subtopic describes amethodology for troubleshooting problems with IP phone
registration.
Divide-and-Conquer Methodology
IP phone registration problems can bebroken down into key

areas of failure based on the registration sequence:
O Local to theIPphone
0 VLAN orCatalyst switch mismatches
0 DHCP problems
0 TFTPfiledownload issues
0 Cisco Unified Communications Manager registration
Cisco Unified
Communications
A IP Phone
Manager
Atroubleshooting methodology helps when trying to isolate problems with IP phone

registration and is the simplest methodology. Each section can be looked at separately.
IP phone registration problems can be broken down into key areas or failure lhat is based on the
registration sequence:
• Local to the IPphone
• VLAN or CiscoCatalyst Switchmismatches
• DHCP problems
• TK LP file download issues
• Cisco Unified Communications Manager registration
Agood understanding ofthe separate areas ofthe registration process usually results in faster
troubleshooting. The troubleshooting methodology isthe same for Cisco Unified
)2010 Cisco Systems, Inc Cisco Unified Communications Solution Maintenance 7-21
Troubleshooting: No IPAddress
The initial stages oftroubleshooting IP phone registration tend to be focused on ihe network
infrastructure.
Troubleshooting: No IP Address
• Verify IP phone has DHCP enabled and received VLAN ID

• Check Catalyst switch configuration
Port and VLAN mismatches
• Verify DHCP serveris lunning and IP pool configuration
DHCP pool has available IP addresses
Subnet mask, default gateway, option 150
Cisco Unified
Communications
Manager
Ihe IPphone has aphysical connection to a switch. The switch port and VLAN configuration
must be correct for the IP phone voice and dala VLANs.
Ifthe VLANs are working correctly, the IPphone will attempt toacquire an IP address from a
DHCP server. Verily that DHCP is enabled on the IP phone. Perform the following to verifv
the IPphone DHCP configuration: Click Settings and select Network Configuration (option
2). Scroll down to the DHCP Enabled parameter and ensure that it is set lo Yes.
Verifv that the DHCP server is running and has available IP addresses in the DHCP IP pool
configuration. Verify the following DHCP parameters:
• Starting and ending IP address range and subnet mask
• Default gateway
• TTTP server option 15(1
The DHCP response contains the phone IP address and the IP address of the Tl'I'P server. To
verify the IP phone configuration, do the following:
• Click Settingsand select NetworkConfiguration (option 2). Scroll down andcheck the IP
configuration.
• Verify that ihe DHCP Server field contains the correct DI ICP server.
• Verify that ihe IP address field conlains an IP address in Ihe correct subnet range.
• Verify lhat the TL IT1 Server I field contains the correct IT IP server.
Introduang CiscoVoice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems. Inc

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Table of Contents ~

Overview of Administrator and End-User Interfaces 2^_

Understanding the Configuration Components Impacting Call Flows in Cisco Unified

Endpoint and End User Administration 4-1

Understanding Endpoint Characteristics and Configuration Reguirements 4-3

Understanding Telephony Features 5-3

Learner Skills and Knowledge

Learner Skills and Knowledge

• Working knowledge of converged voice and data networks

"To provide (earners with the necessary knowledge to

' Enablement of End-

©2010 Cisco Systems, Inc. Course Introduction

Cisco icons and Symbols

Cisco Glossary of Terms

Youareencouraged tojoin the Cisco Certification Community, which is a discussion forum

) 2010 Cisco Systems, Inc. Course Introduction

Expand your professional options and advance your career.

Professional Recommended Training through

Introducing Cisco Vo*b and Unifial

Voice Networking www.ciaco.com/go/certifcations

Overview of Cisco Unified

Cisco Unified Communications

Cisco Unified Communications Manager Express

" Tel - Tool Command Language

Support for third-party applications: With the Cisco Telephony Application

Cisco Unified lumcations

Cisco platforms that support Cisco Unified

Cisco multiservice routers and Integrated Service Routers are supported.

)2010Cisco Systems. Inc Overview ofCiscoUnified Communications Solutions 1-7

Cisco Unified Communications

Signaling and Session Control flows between Cisco Unified

IP Phone A -*- »*• IP Phone B

" Unified CME - Cisco Unified Communications Manager Express I

Cisco Unified Communications

Single-site ormultisite deployments: Cisco Unified Communications Manager Express can

) 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions

Cisco Unity Express Overview

The main capabilities of Cisco Unity Express are:

• MR - Interactive Voice Response |

>2010CiscoSystems, Inc. Overview of Cisco Unified Communications Solutions 1-11

Cisco Unity Express Modules

Bundled Max. | Max.tVR j Max; . Storage

NME-CUE 24 24 275 300

SM-SRE-700-K9 32 32 300 600

Tne number of maximum mailbojes, ports, and IVRsessions depends on Cisco

Cisco Unity Express Data Streams

' Unified CME = Cisco Unified Commumcatu ager F.xpress

Cisco Unified Communications

The capabilities of Cisco Unified Communications

• Cisco Unified Serviceability and Cisco RTMT offer

Cisco Unified Communications Manager is the powerful call-processing component of the

• Cisco Unified Contact Center Express

Cisco Unified Communications

Cisco Unified Communications Manager can be installed on:

The following general server hardware is required for the

Overview of Cisco Unified Computing

Cisco Unified Communications Applications version

• VMware ESXi 4.0 with a SAN is supported

• Two 80-GB hard disks at SCSI id 0:0 and 0:1

• Onlv a Version 7 VM is supported

• Cisco Unified Mobility Advantage version 8.0

Cisco Unified Communications

Up to 30.000 IP phones in a TFTP Server

IP Phone A -- »• IP Phone B