CAPPS80 - VOL2 642-467 (Student Guide) 2010 PDF

CAPPS
Integrating Cisco Unified

Communications
Applications
Volume 2
Version 8.0
Student Guide
Text Part Number: 97-2896-01

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Student Guide © 2010 Cisco and/or its affiliates. All rights reserved.
Table of Contents
Volume 2
Cisco Unity Express Implementation in Cisco Unified Communications Manager
Express Environment 3-1
Overview 3-1
Module Objectives 3-1
Understanding Cisco Unity Express 3-3
Objectives 3-3
Cisco Unity Express Characteristics 3-4
New Features 3-5
Post-Install Auto Configuration Feature 3-7
User Access 3-9
Mailbox Users 3-10
Cisco Unity Express AutoAttendant 3-11
Scripts 3-13
Schedules 3-14
Integrated Messaging 3-15
Distribution Lists 3-16
Notifications 3-17
Notification for Scheduled Backup 3-18
Cisco Unity Express Interfaces, Integration, and Architecture 3-19
Cisco Unity Express Interfaces 3-21
Telephony User Interface 3-22
Deployment Models 3-24
Single-Site Messaging 3-25
Multisite WAN Deployment with Centralized Messaging 3-26
Multisite WAN Deployment with Distributed Messaging 3-27
Cisco Unified Messaging Gateway 3-28
Cisco Unified Messaging Gateway Overview 3-29
Summary 3-30
References 3-30
Integrating Cisco Unity Express with Cisco Unified Communications Manager
Express 3-31
Objectives 3-31
Voice Mail Integration on Cisco Unified Communications Manager Express 3-32
Service Module 3-33
Dial Peer Configuration 3-35
Message Waiting Indicator 3-37
Cisco Unified Communications Manager Express Example 3-39
Additional Voice Mail Integration Components 3-40
MWI Options 3-41
MWI for SIP-Controlled IP Phones 3-42
MWI Using SIP Notification Messages 3-43
MWI SIP for Ephone-dns 3-44
Transcoding 3-45
Voice Mail Integration on Cisco Unity Express 3-47
Restarting the Cisco Unity Express Module 3-48
Restoring Cisco Unity Express to Factory Defaults 3-49
Software Installation 3-50
Viewing Software Versions 3-52
Installing Licenses 3-54
Viewing License Status 3-56
Configure SIP Triggers for Default Applications: Voice Mail 3-57
Configure MWI Outcall Directory Numbers 3-58
Configure MWI Using SIP Notify 3-59
Summary 3-61
References 3-61
Configuring the Cisco Unity Express System 3-63
Objectives 3-63
Cisco Unity Express General Settings 3-64
User Defaults 3-65
Subscribers 3-67
Adding Subscribers 3-68
User Search 3-69
Mailboxes 3-70
Mailbox Defaults 3-71
Adding Mailboxes 3-72
Adding GDMs 3-74
Voice Mail Application Configuration 3-76
Distribution Lists 3-78
Public Distribution Lists 3-79
Distribution List Owners 3-80
Distribution List Members 3-81
Private Distribution Lists 3-82
Control Panel 3-83
Cisco Unity Express Time and Schedules 3-84
Add New Business Hours Schedule 3-85
Configure Business Hours 3-86
Holiday Schedules 3-87
Time Configuration 3-88
Summary 3-90
Configuring Cisco Unity Express Users 3-91
Objectives 3-91
Importing Cisco Unity Express Subscribers 3-92
Host System Setup 3-93
Importing Users 3-95
Cisco Unity Express Mailboxes 3-96
User GUI Access 3-97
User Mailbox Greeting Management 3-98
User Caller Input Management 3-99
User Preferences 3-100
Message Notification 3-101
Configuring Message Notification 3-103
Configuring Message Notification Schedule 3-104
Subscriber Notification Management 3-105
Notification Administration 3-106
Restriction Tables 3-107
Class of Service 3-109
Privileges 3-110
Privilege Operations 3-112
Assign Privileges to Users 3-113
Personal Data 3-114
VoiceView Express 3-115
Configuring VoiceView Express 3-116
Authentication Manager 3-117
Phone Service 3-118
Using VoiceView Express 3-119
VoiceView Express Sessions 3-120
IMAP Messaging 3-121
Client Access 3-122
Integrated Messaging Server 3-123
User Integrated Messaging Privilege 3-125
IMAP Client 3-126
Summary 3-127
ii Integrating Cisco Unified Communications Applications (CAPPS) v8.0 © 2010 Cisco Systems, Inc.
Understanding Cisco Unity Express Auto Attendant 3-129
Objectives 3-129
Cisco Unity Express Auto-Attendant Application 3-130
Cisco Unity Express Auto Attendant Operation Example 3-132
Cisco Unity Express Auto Attendant Features 3-133
Script Editor Comparison 3-134
Cisco Unity Express Auto Attendant Configuration Steps 3-136
Call-In Numbers 3-137
Default System Autoattendant 3-139
Cisco Unity Express Auto-Attendant Configuration 3-140
Prompts and Scripts 3-141
Custom Prompts 3-142
Administration Via Telephone 3-143
Uploading and Downloading Prompts 3-144
Default System Scripts 3-145
Scripts 3-146
Uploading Scripts 3-148
Editing Scripts 3-149
Call Handling in Cisco Unity Express 3-150
Managing Triggers Using the GUI 3-151
Application Ports 3-153
Cisco Unity Express Editor Express 3-155
Basic Script Example 3-157
Planning 3-158
Create a Business Hours Schedule 3-159
Create a New Script 3-160
Create a New Auto-Attendant 3-161
Test the Auto-Attendant Application 3-162
Summary 3-163
Troubleshooting Cisco Unity Express 3-165
Objectives 3-165
Cisco Unity Express Troubleshooting Methodologies 3-166
The Big Picture 3-169
Cisco Unified Communications Manager Express 3-170
Using show Commands 3-171
Display Voice Call History 3-173
Using debug Commands 3-175
Useful debug Commands 3-177
Cisco IOS debug Commands: SIP 3-178
Cisco Unity Express Troubleshooting Philosophy 3-179
Useful show Commands 3-180
System Events 3-181
Logging 3-182
Show Log Files 3-184
Viewing Log Files 3-185
Cisco Unity Trace Tool 3-187
Using trace Commands 3-188
Trace and Log File Management 3-190
Viewing Trace Output 3-191
GUI Trace Settings 3-192
GUI Macro Feature 3-193
Reports 3-194
Real-Time Reports 3-195
Troubleshooting SIP Integration 3-196
SIP Call Flow 3-197
Show Dial Peers 3-199
Debug Dial Peers 3-202
SIP Debug: INVITE 3-207
SIP Debug: 200 OK 3-212
 2010 Cisco Systems, Inc. Integrating Cisco Unified Communications Applications (CAPPS) v8.0 iii
Cisco Unity Express SIP Trace 3-213
SIP Troubleshooting Scenario 3-214
SIP Troubleshooting 3-215
SIP Troubleshooting: INVITE 3-216
SIP Troubleshooting: Bye 3-218
SIP Troubleshooting: Solution 3-219
Troubleshooting the MWI 3-221
Verify MWI Configuration 3-222
Cisco Unity Express Trace Output 3-223
Cisco Unity Express MWI Refresh 3-225
Cisco Unity Express Refresh MWI State 3-226
Cisco Unified Communications Manager Express 3-227
MWI Script 3-228
MWI Configuration 3-230
Troubleshooting Subscriber and Mailbox 3-231
Verify Call Forwarding 3-232
Verify Mailbox 3-233
Mailbox Trace 3-234
Interpreting TUI Sessions 3-235
TUI Session: Leaving a Message 3-236
TUI Session: Retrieving a Message 3-237
Summary 3-239
References 3-239
Module Summary 3-241
References 3-241
Module Self-Check 3-243
Module Self-Check Answer Key 3-248
Voice Profile for Internet Mail Implementation 4-1
Overview 4-1
Module Objectives 4-1
Understanding VPIM 4-3
Objectives 4-3
Voice Messaging Network Options 4-4
Cisco Unity Connection Site Overview 4-6
Intersite Links 4-8
VPIM Networking 4-10
VPIM Networking Overview 4-12
Comparison 4-13
VPIM Networking 4-14
Directory Entries 4-16
Remote Users 4-18
Blind Addressing 4-19
VPIM Compatibility 4-21
Summary 4-22
References 4-22
iv Integrating Cisco Unified Communications Applications (CAPPS) v8.0 © 2010 Cisco Systems, Inc.
Implementing VPIM in Cisco Unity Connection 4-23
Objectives 4-23
Implementing VPIM in Cisco Unity Connection 4-24
VPIM Configuration 4-25
Network Locations 4-26
Optional Location Configuration 4-30
Cisco Unity Connection SMTP Setup 4-31
SMTP Smart Host 4-32
Cisco Unity Connection Remote Users 4-33
Alternate Names 4-34
Automatic Contact Creation 4-35
Automatic Contact Configuration 4-36
Verify Automatic Contact Creation 4-39
Summary 4-40
References 4-40
Implementing VPIM in Cisco Unity Express 4-41
Objectives 4-41
Implementing VPIM in Cisco Unity Express 4-42
Local Location ID 4-44
Remote Users 4-45
Assign Remote Users to Distribution Lists 4-47
Troubleshooting VPIM Between Cisco Unity Cisco Unity Connection and Cisco Unity Express 4-48
Cisco Unified RTMT 4-49
Cisco Generic Viewer 4-51
Cisco Unity Express Trace 4-52
VPIM Trace Output 4-53
VPIM NDR Trace Output 4-56
VoiceView 4-59
Summary 4-60
References 4-60
Module Summary 4-61
References 4-61
Module Self-Check 4-63
Module Self-Check Answer Key 4-65
 2010 Cisco Systems, Inc. Integrating Cisco Unified Communications Applications (CAPPS) v8.0 v
vi Integrating Cisco Unified Communications Applications (CAPPS) v8.0 © 2010 Cisco Systems, Inc.
Module 3
Cisco Unity Express

Implementation in Cisco
Unified Communications
Manager Express Environment
Overview
In the modern business environment, many organizations rely on voice-mail messaging and call
handling features such as auto-attendant scripts to process customer calls. These services can be
managed centrally, or in the remote branch location. A self-contained branch solution is
achieved using Cisco Unity Express voice mail, which is integrated with Cisco Unified
Communications Manager Express. This module describes how to implement Cisco Unity
Express in a Cisco Unified Communications Manager Express deployment.
Module Objectives
Upon completing this module, you will be able to describe how to implement Cisco Unity
Express in a Cisco Unified Communications Manager Express deployment. This ability
includes being able to meet these objectives:
 Describe the features and characteristics of Cisco Unity Express
 Describe how to integrate Cisco Unity Express with Cisco Unified Communications
Manager Express using SIP
 Describe the Cisco Unity Express system settings
 Describe how the Cisco Unity Express AutoAttendant application works and how it is
configured
 Describe user account management options and user-related configuration elements
including account policies and subscriber classes of service
 Describe the available traces that can be used to troubleshoot issues that are related to voice
mailboxes and MWI
3-2 Integrating Cisco Unified Communications Applications (CAPPS) v8.0 © 2010 Cisco Systems, Inc.
Lesson 1
Understanding Cisco Unity

Express
Overview
Cisco Unity Express provides a feature-rich messaging solution that is ideal for the
requirements of branch locations or small to medium-sized businesses. Modern businesses want
more than just a voice-mail system. Today, businesses expect advanced features such as
different prompts during business hours or the ability to access voice mail remotely via email.
This lesson describes the features and characteristics of Cisco Unity Express.
Objectives
Upon completing this lesson, you will be able to describe the features and characteristics of
Cisco Unity Express. This ability includes being able to meet these objectives:
 Describe the characteristics of Cisco Unity Express
 Describe the options available for integrating Cisco Unity Express with different call
control systems
Cisco Unity Express Characteristics
This topic describes the characteristics of Cisco Unity Express such as user access, mailboxes,
and scripts.
Cisco Unity Express
Cisco Unity Express offers a rich set of messaging

features on the Cisco Integrated Services Router
platforms:
 Industry-leading integrated messaging, voice mail, fax, auto-
attendant, interactive voice response (IVR)
 Local storage and processing of integrated messaging for
branch offices with limited WAN connectivity
 Small and medium-sized office environment or enterprise
branch office
Voice-mail messages
Voice Mail
IP Phone
Cisco Unity Express
Phone User
© 2010 Cisco S ystems , I nc. A ll rights res erv ed. CAP PS v 8.0—3-4
The Cisco Unity Express web-based GUI assists with configuring telephony information in
Cisco Unified Communications Manager or Cisco Unified Communications Manager Express,
and provides ubiquitous remote access for managing, configuring, and provisioning Cisco
Unity Express.
The GUI allows the import of information that is shared with Cisco Unified Communications
Manager and Cisco Unified Communications Manager Express and eases management of end
users and group affiliations.
Commonly used voice-mail features are provided for optimal management of messages. These
voice-mail features include:
 Replying, forwarding, and saving messages
 Message tagging for privacy or urgency or future delivery
 Alternative greetings
 Pause, fast forward, rewind
 Envelope information
New Features
This section introduces new features in Cisco Unity Express 8.0.
New Features
 Improved GUI
 Scheduled online system backups without stopping all
normal operations, such as voice-mail access
– Notification for scheduled backup
 XML Interface API for provisioning and management
 TUI-managed auto-attendant flows
 Support for new Service Module (SM)
– No Cisco Unity Express 8.0 image on AIM-CUE,
NM-CUE, and NM-CUE-EC
 IMAP support on iPhone
Cisco Unity Express 8.0 introduces a new web-based interface to manage user activities such as
managing greetings, distribution lists, notification devices, and other preferences. Users can
access the Cisco Unity Express GUI at http://<cue-hostname>/user or https://<cue-
hostname>/user.
The Cisco Unity Express scheduled backup process is enhanced. Administrators can run a
scheduled online system backup without stopping normal activities such as voice mail and
Cisco Unity Express AutoAttendant. Scheduled backup features include the following:
 Run regular system backups at a specified time in the future
 Recurring or one-time backup
 Schedule up to five recurring plus five one-time backups
During backup, the system still performs all operations, such as sending and receiving voice
mails, accepting calls, Internet Message Access Protocol (IMAP) sessions, VoiceView Express
sessions, telephone user interface (TUI) access, and so on.
System configuration is disabled during backups.
Administrators can use the TUI to manage auto-attendant flows; for example, record and play
an alternate greeting.
Cisco Unity Express provides support for new Service Module hardware and Cisco Unified
Communications Manager version 8.0 software.
Note Cisco Unity Express 8.0 cannot be installed on AIM-CUE, NM-CUE, and NM-CUE-EC
modules.
© 2010 Cisco Systems, Inc. 3-5

Cisco Unity Express Implementation in Cisco Unified Communications Manager Express Environment
For more information about system compatibility (call processing systems, routers, modules,
and so on) refer to the Cisco Unity Express Compatibility Matrix at:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/compatibility/cuecomp.htm.
Cisco Unity Express provides IMAP support in iPhone. IMAP support allows iPhone users to
access voice messages using an email client.
Post-Install Auto Configuration Feature
This section introduces the Cisco Unity Express post-install Auto Configuration feature.
Post-Install Auto Configuration Feature
 Cisco Unity Express can go online without any post-install

configuration
– Auto configuration
 System can boot after the “no response” timeout in post-
installation script
– 120 seconds
 Primary NTP server set to the local host router
 Time zone set to Greenwich Mean Time (GMT)
 DNS not configured
 Call agent set to local Cisco Unified Communications
Manager
Cisco Unity Express provides a new automatic configuration feature, which is invoked after
initial software installation. The post-install Auto Configuration feature will allow the system to
go online after a clean installation without requiring the administrator to run the post-install
script (the post-install script prompts for system configuration parameters).
After software installation, the Cisco Unity Express administrator has 2 minutes to respond to
the post-install script prompt for input. If there is no input, after 2 minutes the new post-install
Auto Configuration feature runs.
The post-install Auto Configuration feature will automatically configure the following:
 The primary Network Time Protocol (NTP) server is set to the local host router.
 The time zone is set to Greenwich Mean Time (GMT).
 The Domain Name System (DNS) is not configured.
 The call agent is set to the local Cisco Unified Communications Manager system.
Cisco Unity Express provides a prompt asking if the administrator would like to configure the
system as shown here:
IMPORTANT::
IMPORTANT:: Welcome to Cisco Systems Service Engine
IMPORTANT:: post installation configuration tool.
IMPORTANT::
IMPORTANT:: This is a one time process which will guide
IMPORTANT:: you through initial setup of your Service Engine.
IMPORTANT:: Once run, this process will have configured
IMPORTANT:: the system.

IMPORTANT::
IMPORTANT:: If you do not wish to continue, the system will be halted
IMPORTANT:: so it can be safely removed from the router.
IMPORTANT::
Do you wish to start configuration now (y,n)?

If there is no response for 120 seconds, then the system will boot up with the default
configuration if there is one. If there is no default configuration, then the system will boot up
with a startup configuration if it finds a startup configuration.
Note If there is no startup configuration, then the system will boot up by autoconfiguring the
system.
The system will go online without prompting for an administrator account. At the first access to
the command-line interface (CLI), the system will prompt to create an administrator account as
shown here:
IMPORTANT::
IMPORTANT:: Administrator Account Creation
IMPORTANT::
IMPORTANT:: Create an administrator account. With this account,
IMPORTANT:: you can log in to the Cisco Unity Express CLI/GUI and
IMPORTANT:: configure the system.
IMPORTANT::
User Access
This section describes user access to Cisco Unity Express.
User Access
With Cisco Unity Express, phone users can easily

and conveniently manage voice messages and
greetings:
 Intuitive telephone prompts
 Easy-to-use visual voice-mail telephony user interface
– VoiceView Express
 Straightforward graphical user interface
– Simple administration and management
Telephony User Cisco Unity Graphical User

Interface Express Interface
Cisco Unity Express users can easily and conveniently manage their voice messages and
greetings:
 Intuitive telephone prompts allow users to easily access menus.
 Easy-to-use visual voice-mail telephony user interface. VoiceView Express allows voice-
mail subscribers to browse, listen, send messages, and manage their voice-mail messages
from their IP phone display using softkeys. This feature is an alternative to the normal TUI
for performing common tasks.
 Straightforward GUI for simple user administration and management of personal settings
such as greetings and recordings.

Mailbox Users
This section describes the use of the mailbox by Cisco Unity Express users.
Mailbox Users
 Cisco Unity Express sends voice-mail messages to a

mailbox.
 A personal mailbox is associated with an individual
subscriber.
– Subscriber login control
– Sending, listening, saving, deleting, and forwarding voice
messages
– Recording greetings and a spoken name for each mailbox
– Directing calls to voice mail
 A General Delivery Mailbox (GDM) is associated with a group
of subscribers.
 User profiles contain the parameters of a voice-mail
subscriber.
A personal mailbox is associated with an individual subscriber. Only this person can access the
mailbox to review the voice messages. The subscriber logs in to the mailbox with a PIN to
retrieve or compose voice messages or change personal parameters, such as a greeting or
spoken name. Calls to the subscriber phone are forwarded to the voice-mail pilot number using
the Call Forward Busy (CFB), Call Forward No Answer (CFNA), or Call Forward All (CFA)
Cisco Unified Communications Manager Express features.
A General Delivery Mailbox (GDM) is associated with a group of subscribers. It allows callers
to leave messages for a function of the business, such as the customer service desk or the sales
department. The caller may not know any employees within that business function and it does
not matter who in the group responds to the voice mail as long as the matter about which the
caller is calling is resolved. For example, suppose a customer calls the bakery with an order for
a birthday cake. Any employee in the bakery can retrieve the message, enter the order into the
computer system, and return the customer call or send an email to confirm the order. The
employee identity is unimportant to the caller.
User profiles contain the parameters of a voice-mail subscriber, which include the following:
 First and Last Name
 Nickname
 Display Name
 Primary and Primary E.164 Extension
 Password and PIN
Cisco Unity Express AutoAttendant
This section describes the Cisco Unity Express AutoAttendant feature.
 Cisco Unity Express comes with a built-in auto-attendant

– With dial-by-name, dial-by-extension, and return-to-operator
features
 No need for operator assistance
 Custom auto-attendant with Cisco Unity Express Editor
 Multilevel auto-attendant feature with up to four flows
 Greeting management using Administration via Telephone (AvT)
Press Button:
1 to dial by name
2 to dial by extension
Auto-attendant
Cisco Unity
Express
Cisco Unity Express has a built-in auto-attendant with dial-by-name, dial-by-extension, and
return-to-operator features. The standard auto-attendant services that are provided with Cisco
Unity Express simplify self-service for callers by allowing them to quickly reach the right
person, 24 hours a day, without the assistance of an operator. Users can return to an operator at
any time if they need more assistance.
Cisco Unity Express offers two standard auto-attendant options:
 One includes dial-by-name and dial-by-extension features.
 A second allows single-digit dialing for up to nine users or groups.
A web-based auto-attendant editor allows the administrator to change the parameters of the
built-in auto-attendant, which makes managing and updating the call easy enough for a
nontechnical user. For more advanced functions where the auto-attendant structure needs to be
modified, the administrator can use the feature-rich Cisco Unity Express Editor.
Administrators can create a custom auto-attendant with Cisco Unity Express Editor. The Cisco
Unity Express Editor is a Microsoft Windows GUI-based visual scripting tool that gives
administrators a simple way to create separate, customized auto-attendant flows in addition to
the system auto-attendant.
Using the Cisco Unity Express Editor, system administrators can create up to four multilevel
auto-attendant flows that provide hierarchical dual tone multifrequency (DTMF)-based menus.
The multilevel auto-attendant allows callers to reach individuals, departments, or prerecorded
information such as directions or business hours. It also provides customizable time-of-day or
day-of-week call management.

Additionally, administrators can easily record custom auto-attendant prompts through the Cisco
Unity Express Administration via Telephone (AvT) feature. The administrator can record
prompts using AvT, through the TUI, or use an offline WAV file recording. This ability allows
auto-attendant administrators to modify prompts without needing GUI access to change
filenames. Alternative greetings can also be used.
Scripts
This section describes the scripts that are used by Cisco Unity Express.
Scripts
 Cisco Unity Express Script Editor for writing auto-attendant

scripts
 Customize the auto-attendant and interactive voice response
(IVR) features
– Create prompts, receive input, perform tasks
1 Yes Yes
Select Account Call
Account ?
Option Number Agent
0 No No
Operator Retry
Sales
© 2010 Cisco Systems, Inc. All rights reserved. CAPPS v8.0—3-10
Cisco Unity Express uses scripts to control call processing for applications such as Cisco Unity
Express AutoAttendant.
A script that is stored in Cisco Unity Express runs in response to a request from a user or a
predetermined condition. The scripts allow callers to receive recorded audio messages and
prompts for further action.
If, for example, a caller calls a business during nonbusiness hours, the caller can hear either a
recorded message stating the business hours of operation or hear a prompt to leave a message.
The message and prompt are the result of the Cisco Unity Express software running a script.
A more advanced use of scripts could involve checking an account balance at a bank. For
example, a caller is prompted to enter an account number by using a telephone keypad. The
caller then receives an audio message stating the account balance.
The Cisco Unity Express Script Editor is used for writing auto-attendant scripts.
Cisco Unity Express also supports TUI-managed auto-attendant flows. Administrators can
manage auto-attendant flows from the telephone by changing script flows dynamically.

Schedules
This section describes Cisco Unity Express schedules.
Schedules
 Cisco Unity Express supports holiday schedules.

– Play a customized auto-attendant prompt during defined
holiday periods.
 Holiday prompt is easily updated using AvT.
 Business-hours schedule allows up to four different prompts
to be played based on the time of day.
“No operator is
available during the
holiday. Please try
again on Monday.”
Auto-attendant
Cisco Unity
Express
© 2010 Cisco S ystems , I nc. A ll rights res erv ed. CA PPS v 8.0—3-11
Cisco Unity Express supports the use of time-based schedules:

 Holiday schedules: Cisco Unity Express allows you to define holidays and set up a
customized auto-attendant prompt to be played during the holidays. These prompts, which
are easily updated through the AvT, can give you customized information about the
operation of the business or special events.
 Business hours: The business-hours function allows the administrator to define up to four
schedules. This function can provide different auto-attendant prompts that are played based
on the time of day, without the need for manual intervention.
The AvT application is a telephony-based interface that allows Cisco Unity Express to offer
administrators the opportunity to record new audio prompts or delete existing custom audio
prompts.
Integrated Messaging
This section describes integrated messaging on Cisco Unity Express.
 IMAP provides access to voice mails.

 Cisco Unity Express desktop messaging access provides
simple, native access to voice mail.
– Microsoft Outlook, Microsoft Outlook Express, and Lotus
Notes
 Integrates existing messaging infrastructure and IMAP email
clients
“I will check my
voice mail.”
email
Cisco Unity
Express
Integrated messaging on Cisco Unity Express allows voice-mail users to retrieve, delete, and
change the state of their voice messages through IMAP.
Taking advantage of existing messaging infrastructure and IMAP email clients, Cisco Unity
Express desktop messaging access provides simple, native access to voice mail from Microsoft
Outlook, Microsoft Outlook Express, and Lotus Notes, providing continuous and global access
to messages.
The Cisco Service Module SRE (SM-SRE-700-K9), Cisco Integrated SRE (ISM-SRE-300-K9),
and Cisco Unity Express Network Module (NME-CUE) support up to 50 IMAP sessions.
With integrated messaging on the Cisco Unity Express AIM2-CUE-K9, the maximum number
of sessions includes up to six voice calls, three VoiceView Express sessions, or 20 IMAP
sessions at any given time.
Cisco Unity Express supports IMAP access on the Apple Macintosh family of products with
Microsoft Entourage 2004. Cisco Unity Express also supports IMAP access on the iPhone.

Distribution Lists
This section describes Cisco Unity Express distribution lists.
Distribution Lists
 Cisco Unity Express distribution lists send voice-mail

messages to a predefined list of recipients.
– Public and private lists
 Administrator can define up to 15 public lists (and All Users)
 Individual users can define up to five private lists.
 Distribution lists can include nonsubscriber numbers.
 Broadcast messages are similar to distribution lists, except
messages are delivered to multiple recipients as top priority.
message
Cisco Unity
Express Sales Distribution List
Cisco Unity Express supports the use of distribution lists as follows:

 The public and private distribution list function of Cisco Unity Express allows callers to
simply and quickly address a voice-mail message to a list of predefined recipients, saving
time and minimizing keying errors.
 Cisco Unity Express includes an All Users public distribution list and the capability for a
privileged user to define up to 15 other public lists.
 Individual users can define up to five private lists of their own.
Cisco Unity Express administrators and end users can program distribution lists to include
nonsubscriber numbers along with subscriber numbers.
When sending a message to a distribution list containing nonsubscriber numbers, Cisco Unity
Express delivers the message directly to the mailboxes of subscribers and calls the
nonsubscriber numbers and plays the message.
Broadcast messages, like distribution lists, allow for delivery of messages to multiple
recipients. Broadcast messages can also be assigned a priority. Top priority can be assigned to
important communications in the voice-message queue. These special messages are played
before any other messages and will remain in the mailbox until the messages are completely
retrieved or expire, helping ensure that essential communications are received.
Notifications
This section describes message notification in Cisco Unity Express.
Notifications
 Urgent or new message arrival triggers notification

 A message notification can be sent to multiple simultaneous
destinations.
– Up to four numeric destinations (telephone numbers)
– Maximum of two text destinations (email, text)
 Optional Message notification cascading
– Page Fred, wait 10 minutes, then send Joe an email
 Notification cascading stops when the message is saved or
deleted.
email page
Cisco Unity Fred

Joe Express
Cisco Unity Express supports remote message notification. The Cisco Unity Express system
notifies the user upon the arrival of all new or urgent messages.
Each mailbox (individual and GDM) can be configured with notifications that are sent to
multiple destinations simultaneously. Users or administrators can configure notification
destinations and manage a notification schedule for each destination using the TUI, GUI, or
VoiceView Express with the following limitations:
 Up to four numeric devices (such as phone numbers)
 Up to two text devices (such as text pagers or email addresses)
Message notification cascading allows notifications to be sent to a widening circle of recipients.

For example, the administrator may create a hierarchy of message notifications for a technical
support department as follows:
 The first message notification is sent immediately to the front-line technical support
representative pager.
 After a delay of 15 minutes, the next notification is sent to the department manager pager.
 A third notification is sent to an employee in the problem-resolution group after a delay of
30 minutes.
Notifications continue to cascade according to the options selected until a recipient saves or
deletes the message.

Notification for Scheduled Backup
This section describes the Cisco Unity Express message notification for scheduled backup
feature.
Notification for Scheduled Backup
 Administrator can receive notifications of results for

scheduled backups
 Create schedule and define voice and text notifications
– Email, e-page, or voice mail
 Settings are defined for each backup
– Not the user account
 Notifications can be generated for backup status
– Success or failure with details
– Failure details
Backup OK
Notification Backup
Cisco Unity Expres s FTP Server
The administrator can receive notifications of the results of scheduled backups. A backup
schedule can be configured for voice and text notifications. The notification settings are defined
for each backup, not for the user account.
Because a scheduled backup will generally run late at night or during nonbusiness hours when
the administrator will not be onsite, Cisco Unity Express can be configured to send
notifications of the results of a scheduled backup.
Notifications of the results of a scheduled backup will be sent to the administrator via email, e-
page, or voice message. The results notification is placed in a mailbox and indicates the success
or failure of a backup.
The notification consists of a short message informing the administrator that a scheduled
backup has failed or succeeded. In the case of a failure, the administrator will be able to access
Cisco Unity Express and identify the reasons for the failure and take any necessary actions.
Cisco Unity Express Interfaces, Integration, and
Architecture
This topic describes the Cisco Unity Express connection interfaces, integration options, and
architecture.
Cisco Unity Express Integration
IP phones are controlled by a call control system:

 Cisco Unified Communications Manager
 Cisco Unified Communications Manager Express
 Cisco Unified SRST router
 These call control systems can integrate with Cisco Unity
Express to provide a voice-mail solution
– Cisco Unified Communications Manager Express is the
most likely choice for a cost-effective branch solution
Cisco Unity Cisco Unified Cisco Unity Cisco Unified

Express Communications Express Communications
Manager Express Manager
Cisco IP phones are controlled by a call control system, such as Cisco Unified Communications
Manager. Cisco Unity Express can provide a voicemail solution when integrated with the call
control system. Cisco Unity Express supports integration with the following call control
systems:
 Cisco Unified Communications Manager
 Cisco Unified Communications Manager Express
 Cisco Unified Survivable Remote Site Telephony (Cisco Unified SRST) router
Cisco Unified Communications Manager Express is the most likely choice for a cost-effective
small office or branch solution.
Cisco Unity Express uses a Java Telephony Application Programming Interface (JTAPI) to
connect to Cisco Unified Communications Manager. When connected, Cisco Unity Express
autodetects the version of JTAPI that is running on Cisco Unified Communications Manager
and compares that with its own JTAPI library version.
Protocols that are used between Cisco Unity Express and Cisco Unified Communications
Manager are as follows:
 IP phones are controlled via Skinny Client Control Protocol (SCCP) or Session Initiation
Protocol (SIP) through Cisco Unified Communications Manager.

 Cisco Unity Express is controlled via JTAPI (via Computer Telephony Integration Quick
Buffer Encoding [CTIQBE]) from Cisco Unified Communications Manager. JTAPI
supports telephony call control. It is an extensible application programming interface (API)
that is designed to scale for use in a range of domains, from first-party call control in a
consumer device to third-party call control in large distributed call centers.
 The Message Waiting Indicator (MWI) on the IP phone is activated when Cisco Unity
Express communicates a change of mailbox content to Cisco Unified Communications
Manager via CTIQBE. Cisco Unified Communications Manager sends an MWI message to
the phone to change the state of the lamp.
Cisco Unity Express Interfaces
Cisco Unity Express communicates with Cisco Unified Communications Manager Express
using an internal SIP interface.
Cisco Unity Express Interfaces
 Cisco Unity Express communicates with Cisco Unified

Communications Manager Express using an internal SIP
interface.
– Message Waiting Indicator (MWI) information
 IP phones are controlled from Cisco Unified Communications
Manager Express
– SCCP or SIP
SIP SCCP or SIP
Cisco Unity Cisco Unified Remote Office

Express Communications
Manager Express
MWI information is also exchanged across the SIP interface. Cisco Unity Express supports SIP
Subscribe/Notify and Unsolicited Notify methods for generating MWI notifications.
IP phones are controlled from Cisco Unified Communications Manager Express using SCCP or
SIP.

Telephony User Interface
This section describes the Cisco Unity Express telephony user interface (TUI).
Telephony User Interface

 Cisco Unity Express supports TUI-managed auto-attendant flows.
 Administrators can access the Cisco Unity Express AutoAttendant
using the AvT.
– Configure auto-attendant parameters
 Support for a script that prompts the user for change of variables
– Script named CustomVar.aef
 CustomVar.aef will be a downloadable script.
 Users with superuser privilege can set only the variable values.
“I need to
modify AA.”
AvT
Administrator
The user can interact with the Cisco Unity Express system by using the TUI. The TUI is a set
of prompts that guide the user, who has a personal mailbox, through sending and receiving
voice mails as well as recording personal greetings. The MWI light on the phone signals a new
voice-mail message.
The user can access the TUI by directly dialing the number of the voice mail or by using the
Messages or Envelope icon button on the IP phone.
Cisco Unity Express supports TUI managed auto-attendant flows. Administrators can access
the Cisco Unity Express AutoAttendant using the telephony-based AvT feature and configure
auto-attendant parameters.
Cisco Unity Express supports a script named CustomVar.aef, which prompts the user when
changing variables; for example, recording and activating an alternate greeting for use in an
emergency or other short-term event, such as a holiday.
The AvT feature offers the following capabilities:
 Administrators can record new audio prompts or delete existing custom audio prompts
without using a PC or sound-editing software, such as with the TUI. These prompts can
then be used in various Cisco Unity Express application scripts, such as the Welcome
prompt in the default auto-attendant.
 The Emergency Alternate Greeting (EAG) is an option within the AvT that allows
subscribers to record, modify, and enable or disable a special greeting to be played before
the regular greeting, notifying callers of some temporary event or message.
 Administrators can rerecord existing prompts.
 Administrators can send broadcast messages. Subscribers who have the broadcast privilege
can access a limited set of AvT capabilities.
 Administrators can record spoken names for remote locations and remote subscribers.
 The Cisco Unity Express module installation automatically configures the AvT application.
Only users with administrative (superuser) privileges or prompt management (ManagePrompt)

privileges have access to the AvT:
 To access the AvT Auto Attendant Greeting menu, the extension from which the
administrator is calling must have administrator privileges.
 Users with superuser privileges can set only the variable values.
 CustomVar.aef will be a downloadable script.
A complete yet concise TUI tutorial takes the user through a step-by-step mailbox setup
process, minimizing the need for administrator assistance and saving time and money.

Deployment Models
This section describes the supported Cisco Unity Express deployment models.
Deployment Models
Cisco Unity Express supports three messaging

deployment models:
 Single-site messaging
 Multisite WAN deployment with centralized messaging
 Multisite WAN deployment with distributed messaging with
Cisco Unified Communications Manager Express
Cisco Unity Express can be deployed in a centralized or distributed call-control environment:

 Centralized Cisco Unified Communications Manager
 Distributed Cisco Unified Communications Manager Express
Cisco Unity Express also supports three primary messaging deployment models:
 Single-site messaging
 Multisite WAN deployment with distributed messaging
 Multisite WAN deployment with distributed messaging with Cisco Unified
Communications Manager Express
Although the call processing deployment models for Cisco Unified Communications Manager
and Cisco Unified Communications Manager Express are independent of the messaging
deployment models in Cisco Unity Express, each has implications for the other that must be
considered.
Single-Site Messaging
This section describes Cisco Unity Express single-site messaging deployment.
Single-Site Messaging
 Ideal for branch office deployments

 Integrated Cisco Unity Express and Cisco Unified Communications
Manager Express router
 Variety of office sizes, up to 300 mailboxes
 Voice mail, integrated messaging, and auto-attendant
– Optional IVR and time-card services
Branch Office
PSTN
Voicemail
Cisco Unity Cisco Unified

Manager Express
In the single-site messaging model, the messaging systems and messaging infrastructure
components are all located at the same site, on the same highly available LAN. The site can be
either a single site or a campus site that is interconnected via high-speed metropolitan-area
networks (MANs). All clients of the messaging system are also located at the single (or
campus) site. The key distinguishing feature of this model is that there are no remote clients.
A single-site Cisco Unity Express and Cisco Unified Communications Manager Express
deployment provides an all-in-one Cisco Unified Communications solution with voice mail,
auto-attendant, time-card, and interactive voice response (IVR) functionalities at a lower cost.
This type of deployment is ideal for small to medium-sized businesses or branch sites that
require a complete voice-mail solution without depending on other sites (such as a central
server location, for offices with up to 300 mailboxes).
This type of solution provides deployment flexibility and application integration with fewer
devices to manage. The result is a cost-effective, integrated Cisco voice-mail solution for IP
phones in the branch or remote office as part of the full-service branch.
The same solution could use Cisco Unified Communications Manager instead of Cisco Unified
Communications Manager Express, but the cost would be significantly greater.

Multisite WAN Deployment with Centralized Messaging
This section describes Cisco Unity Express in a multisite WAN deployment with centralized
messaging.
Multisite Site-Centralized Messaging
Cisco Unity Express supports ten Cisco Unified

Communications Manager Express remote sites:
 Centralized voice mail and auto-attendant features
 Ideal with a small number of users at each remote site
Central Site Branch 1

SCCP
or SIP
WAN
Voice Mail
Manager Express
In the centralized messaging model, like the single-site model, all the messaging system and
messaging infrastructure components are located at the same site. The site can be one physical
site or a campus site that is interconnected via high-speed MANs. However, unlike the single-
site model, centralized messaging clients can be located both locally and remotely. Cisco Unity
Express supports a maximum of 10 Cisco Unified Communications Manager Express remote
sites. This type of deployment ensures centralized voice mail and auto-attendant features and is
ideal for an environment with only a few users at each remote site.
Because messaging clients may be either local or remote from the messaging system, special
design considerations apply to the following clients: Cisco Unity ViewMail for Outlook (Cisco
Unity VMO), the use of the Telephone Record and Playback (TRAP), and message streaming
features. Remote clients should not use TRAP and should be configured to download messages
before playback. Because different features and operations for local and remote clients can
cause user confusion, TRAP should be disabled on the voice ports. GUI clients should be
configured to download messages and not use TRAP, regardless of whether the client is local
or remote. This procedure also applies to Cisco Unity VMO for Cisco Unity Connection IMAP
clients.
The Cisco Unity Express TUI operates the same way for both local and remote clients.
Multisite WAN Deployment with Distributed Messaging
This section describes Cisco Unity Express in a multisite WAN deployment with distributed
messaging.
Multisite Site Distributed Messaging
 Cisco Unity Express provides distributed voice mail at each

remote office
 Efficient networking of Cisco Unity Express systems across
different locations
– Voice-mail messages sent between systems
 Integration with Cisco Unified Messaging Gateway (optional)
Cisco Unified
Messaging Gateway
Branch 1 Branch 2
WAN
Cisco Unity Cisco Unity

Express Express
A distributed messaging model consists of multiple single-site messaging systems that are
distributed with a common messaging backbone. There can be multiple locations, each with its
own messaging system and messaging infrastructure components. All client access is local to
each messaging system, and the messaging systems share a messaging backbone that spans all
locations. Message delivery from the distributed messaging systems occurs via the messaging
backbone through a full-mesh or hub-and-spoke type of message routing infrastructure.
Messaging infrastructure components should not be separated from the messaging system they
service by a WAN.
Distributed messaging is essentially multiple single-site messaging models with a common
messaging backbone.
Cisco Unity Express may optionally be integrated with the Cisco Unified Messaging Gateway,
which provides an intelligent messaging backbone.
In the distributed messaging model, Cisco Unity Express provides distributed voice mail at
each remote office. The result is efficient networking of Cisco Unity Express systems across
different locations. For interbranch communications, voice-mail messages are sent between
Cisco Unity Express systems at each site.

Cisco Unified Messaging Gateway
The Cisco Unified Messaging Gateway is an optional add-on to VPIM Networking. When
used, the Cisco Unified Messaging Gateway acts as the central hub in a Cisco voice and unified
messaging solution.
 Acts as the central hub in a Cisco voice and unified

messaging solution
 Provides a method of intelligently routing messages
 Exchanges subscriber and directory information
 Connects with other Cisco Unified Messaging Gateways
Cisco Unified
Messaging Gateway
London New York
WAN
Cisco Unity Cisco Unity Express
As a central hub, the Cisco Unified Messaging Gateway provides a method of intelligently
routing messages and exchanges subscriber and directory configuration. The Cisco Unified
Messaging Gateway includes the following characteristics:
 Scalable voice-mail solution
 Hub-and-spoke architecture (instead of full mesh)
 Simplified, centralized configuration and routing
Cisco Unified Messaging Gateways can be connected with other Cisco Unified Messaging
Gateways to provide a messaging backbone in large deployments.
The Cisco Unified Messaging Gateway supports manual registration with Cisco IOS Software-
like command-line interface (CLI) commands for:
 Cisco Unity 4.0(5) and later
 Cisco Unity Connection 7.0 and later
 Cisco Unity Express 3.1 and later
 Third-party voice-mail systems (Avaya Interchange Version 5.4)
Cisco Unified Messaging Gateway Overview
This section provides an overview of the Cisco Unified Messaging Gateway.

Overview
The Cisco Unified Messaging Gateway is a centralized voice-

mail registration and routing system that provides:
 Spoken name directory lookups
 Extension and location ID lookups
 Centralized systemwide distribution lists
 Unified messaging scaling as required for Cisco branch office
customers and larger distributed enterprises
 Simplified configuration tasks by creating a star topology instead of
a fully meshed VPIM network
 Manual or Autoregistration features
 Centralized voice-mail system management
 Reliability with primary and secondary (backup) registration services
 Meshed Cisco Unified Messaging Gateway systems (networked
endpoints) for scalability to 500,000 users
The Cisco Unified Messaging Gateway simplifies message routing and management by
implementing a star topology for each messaging gateway and its associated endpoints, thereby
eliminating the need for fully meshed networks between those endpoints. Each Cisco Unified
Messaging Gateway acts as a central hub for VPIM routing.
The Cisco Unified Messaging Gateway supports connections with up to 1000 mixed Cisco
Unity Express, Cisco Unity Connection, and Cisco Unity systems.
Administration tasks are simplified by centralized Cisco Unified Messaging Gateway voice-
mail system management. The Cisco Unified Messaging Gateway provides reliability with
primary and secondary (backup) registration services for voice messaging system registration
including Cisco Unity Express, Cisco Unity Connection, and Cisco Unity. Meshed Cisco
Unified Messaging Gateway systems (networked endpoints) provide increased subscriber
support for up to 500,000 users.
The Cisco Unified Messaging Gateway provides additional prompts on the Cisco Unity
Express TUI and Cisco VoiceView Express applications with the option of Global Directory
Lookup when the local Cisco Unity Express endpoint does not have the requisite information.
Spoken-name confirmation is provided for all local and remote recipients. Because the
confirmation includes the remote location information if applicable, it helps ensure that the
message is sent to the correct location. Spoken-name confirmation also helps ensure that the
correct recipient has been selected when a user addresses a voice-mail message.
The Cisco Unified Messaging Gateway allows simple, secure autoregistration with Cisco Unity
Express. Secure autoregistration is accomplished with a username and password that are
defined on the Cisco Unified Messaging Gateway. The gateway supports restricting, granting,
or denying autoregistration to specific systems based on administrative needs.

Summary
This topic summarizes the key points that were discussed in this lesson.
Summary
 The built-in Cisco Unity Express AutoAttendant provides

quick and easy voice-mail access without the need for
operator assistance. Callers can be prompted to dial-by-
name, dial-by-extension, and return-to-operator features.
 Cisco Unity Express uses an internal SIP interface to
communicate with the Cisco Unified Communications
Manager Express router. Integrating voice mail and call
control in a single platform offers flexibility and is ideal for
branch office deployments.
In this lesson, the characteristics and architecture for Cisco Unity Express deployment were
discussed.
References
For additional information, refer to these resources:
 Cisco Unity Express Data Sheet at:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps5745/ps5520/
product_data_sheet0900aecd806aefe4.html
 Release Notes for Cisco Unity Express 8.0 at:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel8_0/rel_notes/
rel_notes.html
 Cisco Unified Communications System Release 8.x SRND: Cisco Voice Messaging at:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/srnd/8x/vmessage.html.
Lesson 2
Integrating Cisco Unity

Express with Cisco Unified
Communications Manager
Express
Overview
This lesson describes how to integrate Cisco Unity Express with Cisco Unified
Communications Manager Express using Session Initiation Protocol (SIP). Topics that are
covered include the setup of the Cisco Unity Express service module and the IP routing for
Cisco Unity Express access. The various Message Waiting Indicator (MWI) and dual tone
multifrequency (DTMF) options are also discussed.
Objectives
Upon completing this lesson, you will be able to describe how to integrate Cisco Unity Express
with Cisco Unified Communications Manager Express using SIP. This ability includes being
able to meet these objectives:
 Describe how the Cisco Unified Communications Manager Express router can
communicate with the Cisco Unity Express module
 Describe the integration components on Cisco Unified Communications Manager Express
(Messages button, call forwarding, and transcoders)
 Describe how Cisco Unity Express integrates with Cisco Unified Communications
Manager Express and explain the SIP subsystem and the SIP trigger for voice mail
Voice Mail Integration on Cisco Unified
This topic describes the prerequisite configuration tasks for Cisco Unity Express integration on
Cisco Unified Communications Manager Express.
Prerequisite Configuration
Cisco IOS router prerequisites:

 Routing and IP addressing setup
 IP addressing for Cisco Unity Express hardware module
– Static route or dynamic routing to the address of the Cisco
Unity Express module
prerequisites:
 GUI files installed in router flash (optional)
 SIP dial peers for directing calls into Cisco Unity Express
 Message Waiting Indicator configuration
The router that hosts the Cisco Unity Express module requires some configuration before Cisco
Unity Express integration. These tasks cannot be accomplished without the Cisco Unity
Express hardware module being physically installed.
There are prerequisite configuration tasks for Cisco Unity Express integration on Cisco Unified
Communications Manager Express. The Cisco IOS router prerequisites are as follows:
 Routing and IP addressing must be configured correctly.
 The Cisco Unity Express hardware module IP addressing must be configured. Static or
dynamic routing can be used to the IP address of the Cisco Unity Express module.
Cisco Unified Communications Manager Express prerequisites are as follows:

 SIP dial peer configuration for directing calls into Cisco Unity Express
 MWI configuration
 GUI files are installed in the router flash. The optional GUI provides a web-based interface
to manage most system-level and phone-based features. This means that Cisco Unified
Communications Manager Express administrators do not need to understand the more
complex command-line interface (CLI).
Service Module
This section describes the Cisco Unity Express service module configuration in Cisco Unified
Communications Manager Express.
Service Module
 Cisco Unified Communications Manager Express hardware installation of the

Cisco Unity Express service module
– Appears as “interface Service-Engine x/y”
 Configure Cisco Unified Communications Manager Express with IP
addressing for Cisco Unity Express:
– Service engine interface static IP address
– Service module on same subnet as host router
– IP default gateway to be the service engine address
 Use the service-module service-engine module/port session command to
connect to Cisco Unity Express to start software installation (if needed) or
configuration (if newly shipped from the factory)
 Use static or dynamic routing to provide network access to Cisco Unity
Express
interface Service-Engine0/0
ip address 10.5.4.1 255.255.255.0 Same
service-module ip address 10.5.4.2 255.255.255.0 Subnet
service-module ip default-gateway 10.5.4.1
The first step in integrating Cisco Unity Express with Cisco Unified Communications Manager
Express is the installation of the Cisco Unity Express service module hardware in the Cisco
Unified Communications Manager Express router platform. The service module hardware
appears as “interface Service-Engine x/y” in Cisco Unified Communications Manager Express.
After you successfully install the Cisco Unity Express module in the chassis of the router, it
still requires some configuration to function properly. The interface service engine needs to
have an IP address that is on the same subnet as the service module. These two IP addresses
represent the two ends of the virtual Ethernet connection across the backplane. The
administrator must configure Cisco Unified Communications Manager Express with IP
addressing for the Cisco Unity Express service module. Configure IP connectivity between the
router and the Cisco Unity Express module. The module has an internal IP address and a
default gateway configuration as follows:
 Service engine interface static IP address
 Service module on same subnet as host router
 IP default gateway to be the service engine address
The router has a service-engine interface with an IP address, which might be unnumbered.
Using the ip unnumbered command for configuration allows the Cisco Unity Express module
to use a network subnet IP address that is associated with a specific router egress port, such as
FastEthernet0/0. This method requires a static route to the service-engine interface. The router
interface that is associated with the Cisco Unity Express interface must be in an “up” state at all
times for communication between the router and module. The following is an example of
unnumbered configuration:

interface FastEthernet0/0
ip address 10.3.6.1 255.255.255.0
interface Integrated-Service-Engine1/0
ip unnumbered FastEthernet0/0
service-module ip address 10.3.6.128 255.255.255.0
service-module ip default-gateway 10.3.6.1
ip route 10.3.6.128 255.255.255.255 Service-Engine1/0

Use static or dynamic routing to provide network access to the Cisco Unity Express module.
Use the service-module service-engine module/port session command to connect to Cisco
Unity Express to start software installation (if needed) or configuration (if newly shipped from
the factory).
Dial Peer Configuration
This section describes the Cisco Unified Communications Manager Express dial peer
configuration that is required for Cisco Unity Express integration.
Dial Peer Configuration
The Cisco Unified Communications Manager Express

dial peer that points to Cisco Unity Express must
have certain configuration settings:
 SIP version 2 must be used
 DTMF relay option must be set to match Cisco Unity Express
 G.711 codec must be used
 VAD must be disabled
dial-peer voice 2500 voip
destination-pattern 25..
session protocol sipv2
SIP session target ipv4:10.5.4.2
dtmf-relay sip-notify
codec g711ulaw
Cisco Unity Cisco Unified no vad
Manager Express
Cisco Unified Communications Manager Express must be configured with a dial peer that is
pointing to the Cisco Unity Express IP address. The dial peer must have certain configuration
settings as follows:
 SIP version 2 must be used.
 The DTMF relay option must be set to match Cisco Unity Express.
 G.711 codec must be used.
 Voice activity detection (VAD) must be disabled.
The settings on the SIP dial peer must very specific and include the session protocol sipv2
command. This command instructs the router to use the SIP protocol for this dial-peer
destination.
Use the no vad command to disable VAD. VAD is a mechanism that suppresses packets when
no detectable voice is traversing the Real-Time Transport Protocol (RTP) stream. Disable VAD
for communication with Cisco Unity Express.
The dtmf-relay command instructs the dial peer to take all DTMF digits that are pressed and
send them out of band as either named telephony events (NTEs) out of band in the RTP stream
or as a SIP Notify message. There are other options available for DTMF relay.
The following is an example dial peer configuration:
description voicemail CUE
destination-pattern 4...

session target ipv4:10.1.4.3
codec g711ulaw
no vad
Message Waiting Indicator
This section describes the Cisco Unified Communications Manager Express ephone-dn MWI.
Message Waiting Indicator
CME(config-ephone-dn)#
mwi [on | off]
 The Message Waiting Indicator (MWI) mechanism turns on
the light indicator on IP phones
 Assign ephone-dns to turn the MWI light on or off
ephone-dn 18
number 2599....
mwi on
ephone-dn 19
number 2598....
mwi off
The MWI mechanism turns on and off the light indicator on IP phones.
The following describes the internal MWI mechanism of the Cisco Unified Communications
Manager Express router:
Step 1 The IP phone with the extension 1001 receives a call and the call is not answered.
Step 2 The IP phone with the extension 1001 forwards the call to voice mail.
Step 3 The greeting for extension 1001 plays and a voice-mail message is left.
Step 4 Cisco Unity Express places an MWI notification call to the MWI processing
ephone-dn 2599 and appends 1001 as the calling party ID for the notification call.
The number 25991001 is dialed.
Step 5 Ephone-dn 2599 accepts the MWI notification call and switches on the message
waiting light for extension 1001.
Step 6 When the phone user at extension 1001 listens to all of the voice mail, Cisco Unity
Express places an MWI notification call to ephone-dn 2598 and appends 1001 as the
calling party ID. The number 25981001 is dialed.
For these events to occur, the mwi on and mwi off commands are required. MWI status
notification calls are processed by dummy ephone-dns, which are ephone-dns that are not used
for phone calls. The syntax of this command is the following: mwi {off | on | on-off}.
One MWI processing ephone-dn must be allocated to activate MWIs, and another must be
allocated to deactivate MWIs.
The mwi on-off command can be used on a single ephone-dn to set the MWI to both on and
off, using primary and secondary phone numbers on the ephone-dn. For example, the primary
number turns on the MWI light and the secondary phone number turns off the MWI light.

To specify the type of MWI notification that a directory number can receive and process, use
the mwi-type command in ephone-dn or ephone-dn-template configuration mode. This
command enables a directory number to receive audible, visual, or both (audible and visual)
MWI notification from an external voice-messaging system. To disable this feature, use the no
form of this command. By default, if MWI is enabled for a directory number, the directory
number will receive visual MWI. The syntax of this command is as follows: mwi-type {visual |
audio | both}.
Cisco Unified Communications Manager Express Example
This section shows an example Cisco Unified Communications Manager Express configuration
for Cisco Unity Express integration.
Cisco Unified Communications

Manager Express Example
interface S ervic e-En gine 1/0
i p address 10.5 .4.1 255.255.255. 0
Cisco Unity Express
s ervice-mo dule ip address 10. 5.4. 2 255 .255 .255. 0
s ervice-mo dule ip default-gatewa y 10.5 .4.1
Hardware IP Addressing
i p route 1 0.5.4 .2 255.255.255.25 5 Serv ice- Engin e1/0

Static Route into Cisco
Unity Express
dial-peer v oice 6000 voip
d estinatio n-pa tter n 259.
s ession pr otoco l sipv2 SIP Dial Peer to Route
s ession ta rget ipv4:10.5.4.2 Calls into Cisco Unity
d tmf-relay sip- noti fy Express
c odec g711 ulaw
n o vad
…
ephone-dn 1 8
n umber 259 9....
m wi on
MWI On and MWI
ephone-dn 1 9 Off ephone-dns
n umber 259 8....
m wi of f
The figure shows an example Cisco Unified Communications Manager Express configuration
for Cisco Unity Express integration.
Cisco Unified Communications Manager Express configuration includes the following:
 IP configuration for the Cisco Unity Express service module hardware
 SIP dial peer configuration pointing to Cisco Unity Express
 Ephone-dn MWI on and off configuration

Additional Voice Mail Integration Components
This topic describes additional voice mail integration components such as MWI options and
transcoding.
Voice Mail Access for SCCP Phones
 Cisco Unified Communications Manager Express is

configured with the voice-mail directory number
– IP phone Messages button to retrieve voice mail
 User extension (ephone-dn) is configured to forward calls to
voice mail
– Call Forward No Answer
– Call Forward Busy
telephony-service
voicemail 2500
ephone-dn 1 Messages
number 1001 Button
call-forward busy 2500
call-forward noan 2500 timeout 8
SCCP Phone
Configure the telephone number that is speed-dialed when the Messages button on an IP phone
is pressed. The same telephone number is configured for voice messaging for all Cisco IP
phones connected to the router:
 To define the telephone number that is speed-dialed when the Messages button on an SCCP
IP phone is pressed, use the voicemail command in telephony-service configuration mode.
 To define the telephone number that is speed-dialed when the Messages button on a SIP IP
phone is pressed, use the voicemail command in voice register global configuration mode.
To configure call forwarding so that all incoming calls to a directory number are forwarded to
another directory number, use the call-forward command in ephone-dn or ephone-dn-template
configuration mode. Call forwarding options are Call Forward All (CFA), Call Forward No
Answer (CFNA), and Call Forward Busy (CFB).
MWI Options
This section describes the various MWI options available.
MWI Options
Cisco Unified
Cisco Unity Communications
Express Manager Express
1 New msg is
Outcall Directory left for 2222
Outdial to 25992222 SCCP/SIP Msg to
Number turn on lamp
2 Subscribe MWI for 2222

Subscribe Notify New msg is
left for 2222
Notify MWI-on 2222 SCCP/SIP Msg to
turn on lamp
3 New msg is
Unsolicited Notify left for 2222
Unsol. Notify MWI-on 2222 SCCP/SIP Msg to
turn on lamp
The basic MWI service that was illustrated in earlier configurations uses the MWI outcall
option for SCCP-controlled Cisco Unified IP Phones. Other options include the following:
 MWI outcall for local and remote SIP-controlled phones
 MWI using either the SIP Subscribe Notify or the SIP unsolicited notify method
 SIP MWI for SCCP ephone-dns
There are three methods available for setting the MWI: MWI Outcall, Subscribe Notify, and
Unsolicited Notify. A single MWI method is configured for the entire Cisco Unity Express
system. It is not possible to mix notification methods. The following describes the features of
each type of MWI:
 MWI Outcall
— Compatible with older versions of Cisco Unified Communications Manager Express
and Cisco Unity Express
— All extension numbers must be the same length
— Potential problems with dial plans
— IP phones can get out of sync with true message status
 Subscribe Notify and Unsolicited Notify:
— Shows accurate status of messages
— Recommended method is Subscribe Notify

MWI for SIP-Controlled IP Phones
This section describes the MWI for SIP-controlled IP phones.
MWI for SIP-Controlled IP Phones
 Use voice register global configuration to enable voicemail

for SIP-controlled IP phones
 Use voice register dn configuration to enable voicemail for
SIP-controlled IP phones and enable MWI
voice register global

voicemail 2500
voice register dn 1
call-forward b2bua busy 2500
call-forward b2bua noan 2500 timeout 10
mwi
voice register pool 1
dtmf-relay rtp-nte
To enable a specific Cisco IP phone extension (directory number) associated with a SIP phone
to receive MWI notification, use the mwi command in voice-register-dn configuration mode.
The call forward configuration for a SIP IP phone would look like the following example:
voice register dn 1
number 4002
call-forward b2bua busy 2500
call-forward b2bua noan 2500 timeout 10
mwi
voice register pool 1

id mac 0021.A086.E80E
type 7965
number 1 dn 1
dtmf-relay rtp-nte sip-notify
MWI Using SIP Notification Messages
This section describes using an external SIP-based MWI server.
MWI Using SIP Notification Messages

CME(config-sip-ua)#
mwi sip-server ip-address [transport tcp | transport udp]
[port port-number] [reg-e164] [unsolicited [prefix p refix-
string]]
 Specify voice-mail SIP server MWI settings
– On a gateway or user agent
 Uses either the DNS name or the IP address
 Used for sending notification to a username and password subscribed to the
MWI service, or directory number notification without user subscription
10.5.4.2
MWI server sip-ua

mwi-server ipv4:10.5.4.2
Cisco Unified
SIP Server Communications
(Cisco Unity Express) Manager Express
To configure parameters that are associated with an external SIP-based MWI server, use the
mwi sip-server command in telephony-service configuration mode.
The SIP notification message process sends an IP-to-IP SIP message that does not use a voice-
mail port. Oversubscribed voice-mail ports can lead to missed MWI indicators. Subscription
SIP MWI messaging is considered best practice. This setting must match the setting under the
ccn sip subsystem section in Cisco Unity Express.
The parameters of the mwi sip-server command are the following:
 Configure the IP address of an external SIP MWI server. This IP address is used with the
mwi sip (ephone-dn) command to subscribe individual ephone-dn extension numbers to the
notification list of the MWI SIP server. A SIP MWI client runs TCP by default.
 The transport tcp keyword is the default setting. The transport udp keyword allows for
integration with a SIP MWI client. The optional port keyword is used to specify a port
number other than 5060, the default.
 The default registration is with an extension number, so the reg-e164 keyword allows the
administrator to register with an E.164 10-digit number.
 Prefix: Central voice-messaging servers that provide mailboxes for several Cisco Unified
Communications Manager Express sites may use site codes or prefixes to distinguish
among similarly numbered ranges of extensions at different sites.
 The administrator can specify that the Cisco Unified Communications Manager Express
system should accept unsolicited SIP Notify messages for MWI that include a prefix string
as a site identifier. The Optional Unsolicited parameter allows Cisco Unity Express to send
SIP Notify messages for MWI without any need to send a Subscribe message from the

MWI SIP for Ephone-dns
This section describes how to subscribe an ephone-dn extension to an external SIP-based MWI
server.
MWI SIP for Ephone-dns
CME(config-ephone-dn)#
mwi sip
 Subscribe an ephone-dn extension to receive message waiting
indication from a SIP-based MWI server.
 Use the mwi sip command in ephone-dn or ephone-dn-template
configuration mode.
telephony-service
mwi sip-server 10.5.4.2
ephone-dn 18
MWI number 1010
mwi sip
SIP Server
(Cisco Unity Express)
SCCP IP Phone
To subscribe an ephone-dn extension in a Cisco Unified Communications Manager Express

system to receive message waiting indications from a SIP-based MWI server, use the mwi sip
command in ephone-dn or ephone-dn-template configuration mode.
The Cisco Unified Communications Manager Express system is configured with an external
SIP-based MWI server.
Transcoding
Cisco Unity Express supports G.711 calls only. When callers use a different codec, calls to
voice mail will fail. Transcoding is required to convert codecs when Cisco Unified
Communications Manager Express uses a different codec to Cisco Unity Express. For example,
transcoding will convert a G.729 call to G.711.
Transcoding
 Cisco Unity Express supports G.711 calls only.

 Transcoding is required to convert codecs when Cisco
Unified Communications Manager Express uses a different
codec.
– For example, convert G.729 to G.711
Branch
Small Office
G.711 G.729
WAN
Cisco Unified
Cisco Unity
Communications
Express
Manager Express
External hardware transcoders are required to perform transcoding. These transcoding

resources can be located locally at each messaging system site. Cisco Unified Communications
Manager Express routers can be configured with digital signal processors (DSPs) that support
transcoding. Hardware DSPs reside directly on a voice network module, such as the 2-slot 48-
channel high-density enhanced voice network module (NM-HD-2VE), or on a packet voice
DSP module generation 2 or 3 (PVDM2/3) card.
The DSP resources that are used for transcoding can be internal to Cisco Unified
Communications Manager Express. This activity is referred to as coresident transcoding. The
control of coresident DSP resources is local to the Cisco Unified Communications Manager
Express router.
The DSP resources that are used for transcoding may be external to the Cisco Unified
Communications Manager Express system. DSP farms that are supported on Cisco IOS voice-
enabled routers can be controlled by Cisco Unified Communications Manager Express using
SCCP. Using external transcoding resources allows for expansion by adding additional DSPs.
External transcoding resources also allow distribution of the resources across the network to
best suit the implementation. The DSP farm must be reachable within the IP network.
Note The term transcode (XCODE) means the ability to convert the media stream from one codec
type to another.
The following example shows how to configure a transcoder on Cisco Unified

Communications Manager Express:

voice-card 0
dspfarm
dsp services dspfarm
sccp local Vlan130

sccp ccm 10.1.130.1 identifier 1 priority 1 version 8.0
sccp
sccp ccm group 1

associate ccm 1 priority 1
associate profile 1 register BR-XCODE
dspfarm profile 1 transcode

codec g711ulaw
codec g711alaw
codec g729ar8
codec g729abr8
codec g729br8
codec g729r8
maximum sessions 6
associate application SCCP
telephony-service
sdspfarm units 1
sdspfarm transcode sessions 6
sdspfarm tag 1 BR-XCODE
Voice Mail Integration on Cisco Unity Express
This topic describes voice mail integration configuration on Cisco Unity Express.
Connecting to the Cisco Unity Express

Module
CME#
service-module service-engine mod/slot [reload |
reset |session | shutdown | status]
 Use the service-module command to control, view status,
and connect to the service engine from the host Cisco Unified
Communications Manager Express router.
CME# service-module service-engine 1/0 session

Trying 10.5.4.2, 2066 ... Open
Cisco Unity
CUE>
Express
CUE>exit
[Connection to 10.5.4.2 closed by foreign host]

CME#
To access the Cisco Unity Express CLI, establish a Telnet session to the Cisco Unified
Communications Manager Express router, and use the service-module command.
 service-module service-engine mod/slot [reload | reset |session | shutdown | status]
The Cisco Unified Communications Manager Express router service-module command can be
used to reset, reload, view the service module status, or shut down the Cisco Unity Express
service module using the reset, reload, status, or shutdown keywords. The service-module
command allows these functions without the need to log in to Cisco Unity Express.
To disconnect from the Cisco Unity Express module and return to the CLI of the host router,
enter exit from the Cisco Unity Express module.
Note The service-module command is used to open a session from Cisco Unified
Communications Manager Express to the Cisco Unity Express service module. Alternatively,
administrators may use Telnet to access Cisco Unity Express directly across the network.
For example, establishing a Telnet session to 10.5.4.2 port 2066 would also work (the port
number will vary depending on the router and configuration).

Restarting the Cisco Unity Express Module
This section describes how to reload the Cisco Unity Express service module.
Restarting the Cisco Unity Express

Module
CME#
CME#service-module service-Engine 1/0 reload
 Restart Cisco Unity Express software from the Cisco Unified
Communications Manager Express CLI.
CUE#
reload
 Restart Cisco Unity Express software from the Cisco Unity
Express CLI.
CME#service-module service-Engine 1/0 reload
CUE# reload
Are you sure you want to reload?
Doing a reload will cause any unsaved
configuration data to be lost.
Continue[y]? : y
cue#
MONITOR SHUTDOWN...
EXITED: SQL_startup.sh exit status 0
EXITED: LDAP_startup.sh exit status 0
MONITOR EXIT...
The Cisco Unity Express service module can be reloaded in the following ways:
 Reload the service module from Cisco Unified Communications Manager Express using
the service-module command.
 In Cisco Unity Express, enter the reload command.
Restoring Cisco Unity Express to Factory Defaults
This section describes how to restore the Cisco Unity Express service module to the factory
defaults.
Restoring Cisco Unity Express to

Factory Defaults
CUE(offline)#
restore factory default
 Restores the configuration of the Cisco Unity Express module
to factory defaults
CUE1#offline
!!!WARNING!!!: Putting the system offline will terminate
all active calls.
Do you wish to continue[n]? : y

CUE1(offline)#restore factory default
!!!WARNING!!!: This operation will cause all
configuration and data
on the system to be erased. This operation is not
reversible.
Do you wish to continue[n]? : y
Sometimes it is necessary to wipe the Cisco Unity Express service module configuration clean
and restore the factory default settings.
Restoring the system to the factory defaults has the following effects:
 Replaces the current database with an empty database.
 Initializes the Lightweight Directory Access Protocol (LDAP) to an empty state.
 Replaces the startup configuration with the template startup configuration that ships with
the system.
 Erases all postinstallation configuration data.
 Deletes all subscriber and custom prompts.
When the system is clean, the administrator will see a message that the system will reload, and
the system begins to reload. When the reload is complete, the system prompts the administrator
to go through the postinstallation process.
When logging in to the GUI, the administrator can run the Initialization Wizard.
Caution All configurations and voice mail will be lost.

Software Installation
This section describes how to download Cisco Unity Express service module software.
Software Installation
CUE#
software download [clean| upgrade | abort | server | status]
 Download software from an FTP server to install later
 Clean: for a new installation
 Upgrade: to upgrade an existing installation
 Server may be specified or preconfigured
CUE#
software install [clean| downgrade| upgrade| server | status]
 Install previously downloaded software on Cisco Unity Express
 Option to install directly from FTP without previous download
CUE1#software download clean url ftp://10.1.3.21/cue-vm-

k9.nmx.8.0.0.130.pkg username cue password cisco
CUE1#software install clean cue-vm-k9.nmx.8.0.0.130.pkg

Administrators can download the Cisco Unity Express software files. There is one zip file and
one language package file for each language.
Once downloaded to a PC, the administrator extracts the five core files from the zip file and
copies the extracted files and the language package files to the FTP server.
Install the Cisco Unity Express software from the FTP server. Enter the software download
clean command to download the software from the FTP server for a new installation. To
upgrade an existing configuration, enter the software download upgrade command to
download the software from the FTP server.
Enter the software install download command to install previously downloaded software.
Alternatively, the software install command can be used to install directly from an FTP server
without downloading first. The status option can be used to check install status.
The following is an example Cisco Unity Express software installation:
CUE1#software download clean url ftp://10.1.3.21/cue-vm-k9.nmx.8.0.0.130.pkg
username cue password cisco
WARNING:: This command will download the necessary software to

WARNING:: complete a clean install. It is recommended that a backup be done
WARNING:: before installing software.
Would you like to continue?[confirm]y
Downloading ftp cue-vm-k9.nmx.8.0.0.130.pkg
Bytes downloaded : 1448

...
Validating package signature ... done
- Parsing package manifest files... complete.
Validating installed manifests .............complete.
- Checking Package dependencies... complete.
Downloading ftp cue-vm-langpack.nmx.8.0.0.130.pkg
Validating package signature ... done
Found Add-On Subsystem SID: e2e81cc6-39b5-47e1-9f83-b83c897fc50c Name: CUE

Voicemail Language Support Version: 8.0.0.130
Found Add-On Subsystem SID: c28339fa-f7ae-4732-85ab-fa6c68b5de0c Name: CUE

Voicemail Italian Version: 8.0.0.130
Found Add-On Subsystem SID: 49f09114-e0b0-4721-8b85-04be2064920c Name: CUE

Voicemail European Spanish Version: 8.0.0.130
Found Add-On Subsystem SID: 27e5e2ab-1622-4c02-8a0a-cfad0d932148 Name: CUE

Voicemail US English Version: 8.0.0.130
...
Found Add-On Subsystem SID: 6cdfed34-6d45-48fd-afe0-717e589c9aa9 Name: CUE

Voicemail Japanese Version: 8.0.0.130
Found Add-On Subsystem SID: 24cb0b00-ed1c-4463-bf6f-261b15dfb3e7 Name: CUE

Voicemail Russian Version: 8.0.0.130
- Parsing package manifest files... complete.
- Checking Package dependencies... complete.
- Checking Manifest dependencies for subsystems in the install candidate

list...
complete
Starting payload download
File : cue-vm-full-k9.nmx.8.0.0.130.prt1 Bytes : 18824

Viewing Software Versions
This section describes how to view the Cisco Unity Express software version.
Viewing Software Versions

CUE#
show software {directory | download server | licenses |
packages | version s}
 Displays the version of the installed packages and languages
CUE1# show software packages
Installed Packages:
- Installer (Installer application) (8.0.0.130)
- Thirdparty (Service Engine Thirdparty Code) (8.0.0.130)
- Bootloader (Primary) (Service Engine Bootloader) (2.1.16)
- Infrastructure (Service Engine Infrastructure) (8.0.0.130)
- Global (Global manifest) (8.0.0.130)
- GPL Infrastructure (Service Engine GPL Infrastructure) (8.0.0.130)
- Voice Mail (Voicemail application) (8.0.0.130)
- Bootloader (Secondary) (Service Engine Bootloader) (2.1.16.130)
- Core (Service Engine OS Core) (8.0.0.130)
- Auto Attendant (Service Engine Telephony Infrastructure) (8.0.0.130)
Installed Plug-ins:
- CUE Voicemail Language Support (Languages global pack) (8.0.0.130)
- CUE Voicemail US English (English language pack) (8.0.0.130)
To display characteristics of the installed software, use the show software command in Cisco
Unity Express EXEC mode.
 show software {directory | download server | licenses | packages | versions}
The following options are available:
 Directory: Displays the software directory.
 Download server: Displays the IP address of the FTP server.
 Licenses: Displays the terms and limits of the purchased license for the system.
 Packages: Displays the configured Cisco Unity Express application packages.
 Versions: Displays the current versions of the configured software and applications.
Following is an example of show software command output:

CUE1# show software packages
Installed Packages:
- Installer (Installer application) (8.0.0.130)

- Thirdparty (Service Engine Thirdparty Code) (8.0.0.130)
- Bootloader (Primary) (Service Engine Bootloader) (2.1.16)
- Infrastructure (Service Engine Infrastructure) (8.0.0.130)
- Global (Global manifest) (8.0.0.130)
- GPL Infrastructure (Service Engine GPL Infrastructure) (8.0.0.130)
- Voice Mail (Voicemail application) (8.0.0.130)
- Bootloader (Secondary) (Service Engine Bootloader) (2.1.16.130)
- Core (Service Engine OS Core) (8.0.0.130)
- Auto Attendant (Service Engine Telephony Infrastructure) (8.0.0.130)
Installed Plug-ins:
- CUE Voicemail Language Support (Languages global pack) (8.0.0.130)

- CUE Voicemail US English (English language pack) (8.0.0.130)
CUE1# show software versions

Cisco Unity Express version (8.0.0.130)
Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2009 by
Cisco Systems, Inc.
Components:
- CUE Voicemail Language Support version 8.0.0.130

Installing Licenses
This section describes how to install Cisco Unity Express licenses.
Installing Licenses
CUE#
license install URL
 Install Cisco Unity Express licenses
CUE1# lice nse inst all ftp://cue:cisco@10.1.3.21/FOC133939VS_2 0100223182
Installing... Feature:VMIVR-IVR -SESS ...S ucce ssful :Sup ported

License No te:
Application wi ll evalua te this ch ange upon nex t reload
Installing... Feature:VMIVR-VM- MBX.. .Suc cess ful:S uppo rted
License No te:
Installing... Feature:TCV-USER. ..Suc cess ful: Suppo rted
License No te:
Installing... Feature:VMIVR-POR T...S ucce ssfu l:Sup port ed
License No te:
4/4 l icen ses w ere succe ssfully in stal led
0/4 l icen ses w ere exist ing licens es
0/4 l icen ses w ere faile d to insta ll
Customers must purchase licenses to use Cisco Unity Express features. These licenses must be
downloaded and installed on the Cisco Unity Express system. It is possible to upgrade and
downgrade licenses.
Cisco Unity Express 8.0 licenses are based on the Cisco Software Licensing (CSL) system.
With CSL licenses, the mailbox license count includes both personal mailboxes and General
Delivery Mailboxes (GDMs). The type of the mailbox is determined when it is configured.
Also, the call agent is no longer specified using licenses and can be configured either as part of
the postinstallation process or during bootup.
Cisco Unity Express software activation enables the various feature sets on a device using
license keys. There are several types of licenses available.
Permanent licenses are perpetual—that is, they do not have any usage period that is associated
with them. Once permanent licenses are installed, they provide all the permissions that are
needed to access features in the software image. All permanent licenses are node-locked and
validated by the licensing infrastructure during software installation and once a permanent
license is installed, it is not necessary to upgrade for subsequent releases.
Cisco manufacturing preinstalls the appropriate permanent license on the ordered device for the
purchased feature set. No customer interaction with the Cisco Software Activation processes is
required to enable a license on new hardware.
Temporary licenses are limited to a specific usage period (for example, 60 days) and an End
User License Agreement must be accepted before they can be activated.
Other types of licenses include emergency and extension licenses.
Evaluation licenses are temporary and are used to evaluate a feature that is set on new
hardware. When the time allowed for an evaluation license is used up, the customer can work
with Cisco Technical Assistance Center (TAC) to obtain an extension license. Extension
licenses are node-locked and valid for a specific period.
If device failure occurs, and if the replaced device does not have the same licenses as the failed
device, to avoid network downtime, customers can use an emergency license (evaluation
license) embedded in their software image, which ensures that needed features can be
configured without requiring a license key. However, the customer must still accept an End
User License Agreement and must acknowledge that there is a 60-day usage limit for this type
of license.
The Cisco Unity Express license system limits the available resources, such as the maximum
number of mailboxes allowed. The following licenses are available: mailbox licenses, voice
port licenses, and Interactive Voice Response (IVR) licenses.
Install licenses in the following order:
 Mailbox licenses
 Voice Port licenses
 IVR licenses
To install the licenses, use the license install command in Cisco Unity Express EXEC mode.
Example:
CUE1# license install ftp://cue:cisco@10.1.3.21/FOC133939VS_20100223182
Installing...Feature:VMIVR-IVR-SESS...Successful:Supported
License Note:
Application will evaluate this change upon next reload
Installing...Feature:VMIVR-VM-MBX...Successful:Supported
License Note:
Installing...Feature:TCV-USER...Successful:Supported
License Note:
Installing...Feature:VMIVR-PORT...Successful:Supported
License Note:
4/4 licenses were successfully installed
0/4 licenses were existing licenses
0/4 licenses were failed to install
The installation process does not install duplicate licenses. The following message is displayed
when duplicate licenses are detected:
Installing...Feature:xxx-xxx-xxx...Skipped:Duplicate.
Note To obtain licenses, go to the Cisco Product Licensing Registration Portal, which is located at
http://www.cisco.com/go/license

Viewing License Status
This section describes how to view Cisco Unity Express license information.
Viewing License Status

CUE#
show license {all | detail | licenses | status | expiring
| evaluation | statistics | file | in-use }
 Displays the version of the installed packages and languages
CU E1# sh ow l icens e
In dex 0 Feat ure: VMIVR-VM- MBX
Peri od le ft: 8 we eks 0 day
Lice nse T ype: Eval uati on
Lice nse S tate: Act ive, In Us e
In dex 2 Feature: VMIV R-IVR-SESS
Lice nse C ount: 600 /10
Period le ft: 8 weeks 0 d ay
Lice nse P riority: Low
License T ype: Evaluation
In dex 1 Feat ure: VMIVR-POR T
License S tate : Active, In U se
Peri od le ft: Life time
License C ount : 60 /2
Lice nse T ype: Perm anen t
License P rior ity: Low
Lice nse S tate: Act ive, In Us e
In dex 3 Feature: TCV- USER
Lice nse C ount: 6 /6
Period le ft: 8 weeks 4 d ays
Lice nse P riority: Medium
License T ype: Evaluation
License S tate : Active, Not in U se,
EU LA no t accepted
License C ount : 600 / 0
License P rior ity: None
Use the show license command to display Cisco Unity Express license information. License
information includes the following:
 License type: Evaluation, Emergency, Extension, Permanent, or Temporary
 Feature: Displays the feature name
 Period Left: License period and remaining time
 State: Active, Expired, or In Use
 License Count: Maximum allowed license count and number of licenses used
The following is an example output for the show license command:
CUE1# show license ?

agent Show license agent information
all Shows license all information
detail Show license detail information
evaluation Show the list of evaluation licenses
expiring Show the list of expiring licenses
feature Show license feature information
file Show license file information
in-use Show the list of licenses currently marked as in-use
permanent Show the list of permanent licenses
statistics Show license statistics information
status Show license status information
udi Show license udi information
<cr>
| Pipe output to another command
Configure SIP Triggers for Default Applications: Voice Mail
This section describes the CLI configuration that is required to integrate Cisco Unity Express
with Cisco Unified Communications Manager Express.
Configure SIP Triggers for Default

Applications: Voice Mail
 Configure the directory number that triggers the voice-mail

process.
 Enable voice mail.
 Set the maximum concurrent sessions to six, for example.
Cisco Unity Express:

ccn trigger sip phonenumber 2500
application “voicemail”
enabled
maxsessions 6
end trigger
The administrator must define the SIP triggers that will invoke Cisco Unity Express
applications such as voicemail and auto-attendant.
This figure shows the Cisco Unity Express CLI commands to configure a trigger that activates
the voice-mail application when the SIP connection called party equals 2590.
The following parameters are configured for the SIP trigger:
 The telephone number that triggers the application
 The application name
 The maximum number of sessions that are allowed for the application
Note The maximum sessions cannot exceed the system limit.

Configure MWI Outcall Directory Numbers
This section describes configuring Cisco Unity Express to use the outcall MWI process.
Configure MWI Outcall Directory

Numbers
 Configure Cisco Unity Express for MWI directory numbers

– MWI on and MWI off
 Must match MWI directory numbers configured in Cisco
Unified Communications Manager Express

ccn application ciscomwiapplication aa
enabled
maxsessions 4
script "setmwi.aef"
parameter "CallControlGroupID" "0“
parameter “strMWI_OFF_DN” “2598”
parameter “strMWI_ON_DN” “2599”
end application
The outcall MWI process requires two ephone-dns to be defined in Cisco Unified
Communications Manager Express. To activate this feature, modify the MWI On and MWI Off
parameters, under the ciscomwiapplication application, to reflect the configured directory
numbers. For example:
 parameter “strMWI_OFF_DN” “2598”
 parameter “strMWI_ON_DN” “2599
To set the MWI notification mechanism, use the mwi sip command in Cisco Unity Express SIP
configuration mode:
 mwi sip {outcall | sub-notify | unsolicited}
Only Cisco Unified Communications Manager Express can use the SIP outcall mechanism for
generating MWI notifications. Outcall will not work between Cisco Unity Express and a Cisco
Unified Communications Manager system. The outcall option is available for backward
compatibility. It is recommended that you use either sub-notify or unsolicited for the MWI
notification option.
To use the outcall option, Cisco Unified Communications Manager Express must configure
each ephone-dn that is registered to receive MWI notifications as follows:
ephone-dn 30
number 2598....
mwi on
ephone-dn 31
number 2599....
mwi off
Configure MWI Using SIP Notify
This section describes configuring Cisco Unity Express to use the SIP Notify MWI process.
Configure MWI Using SIP Notify
 Configure SIP MWI notification for subscribed users or

unsolicited service.
 Specify the SIP Subscribe Notify or Unsolicited mechanism.
 Define the DTMF relay method for transferring DTMF signals
 Must match MWI configuration in Cisco Unified

ccn subsystem sip
gateway address “10.5.4.1”
mwi sip {sub-notify | unsolicited}
dtmf-relay rtp-nte
end subsystem
To set the MWI notification mechanism, use the mwi sip command in Cisco Unity Express SIP
configuration mode: mwi sip {outcall | sub-notify | unsolicited}.
The mwi sip command has the following options:
 The outcall option sends MWI notifications using the SIP outcall mechanism.
 The sub-notify option sends MWI notifications using the Subscribe Notify mechanism.
 The unsolicited option sends MWI notifications using the Unsolicited Notify mechanism.
Only Cisco Unified Communications Manager Express can use the SIP outcall mechanism for
generating MWI notifications. Outcall will not work between Cisco Unity Express and a Cisco
Unified Communications Manager system. The outcall option is available for backward
compatibility. It is recommended that you use either sub-notify or unsolicited for the MWI
notification option.
Both Cisco Unified Communications Manager Express and Cisco Unified Communications
Manager in Cisco Unified Survivable Remote Site Telephony (Cisco Unified SRST) mode can
use the sub-notify and unsolicited mechanisms for generating MWI notifications. With these
mechanisms, the MWI notifications will reflect the accurate status of messages in a subscriber
voice mailbox.
After an ephone-dn is configured with the sub-notify option, Cisco Unified Communications
Manager Express sends a Subscribe message to Cisco Unity Express to register the phone for
MWI notifications. When a new voice message arrives in the voice mailbox for the ephone-dn,
Cisco Unity Express updates the MWI status. If Cisco Unity Express does not receive the
Subscribe message for the ephone-dn, Cisco Unity Express will not update the MWI status
when a new message arrives.

To use the sub-notify option, Cisco Unified Communications Manager Express must configure
each ephone-dn that is registered to receive MWI notifications as follows:
sip-ua
mwi-server ipv4:10.100.9.6 transport udp port 5060
number 2010
ephone-dn 35
mwi sip
To set the SIP DTMF relay mechanism, use the dtmf-relay command in Cisco Unity Express
SIP configuration mode. Administrators may configure more than one option for transferring
DTMF signals. The order in which you configure the options determines their order of
preference. To configure more than one signal option, specify them using a single dtmf-relay
command:
dtmf-relay {rtp-nte | sub-notify | info | sip-notify}
 rtp-nte: Uses the media path to relay incoming and outgoing DTMF signals to Cisco Unity
Express.
 sub-notify: Uses Subscribe and Notify messages to relay incoming DTMF signals to Cisco
Unity Express. This option is not available for outgoing DTMF signals from Cisco Unity
Express.
 info: Uses the Info message to relay outgoing DTMF signals from Cisco Unity Express to
the Cisco IOS SIP gateway.
 sip-notify: Uses Unsolicited Notify messages to relay incoming and outgoing DTMF
signals.
To use the rtp-nte option, verify that Cisco Unified Communications Manager Express (or
Cisco IOS SIP gateway) is configured as shown in the following example:
destination-pattern 6700
dtmf-relay rtp-nte
codec g711ulaw
no vad
To use the sip-notify option, verify that Cisco Unified Communications Manager Express (or
Cisco IOS SIP gateway) is configured to use Unsolicited Notify for SIP calls, as shown in the
following example:
destination-pattern 6700
codec g711ulaw
no vad
Summary
Summary
 The Cisco Unity Express service module is a hardware

module installed in the Cisco Unified Communications
Manager Express router. Cisco Unified Communications
Manager Express uses a SIP dial peer for communication to
Cisco Unity Express.
 Each extension might be configured to forward calls to voice
mail; for example, Call Forward No Answer of Call Forward
Busy.
 The SIP subscribe mechanism and DTMF relay method must
match between Cisco Unity Express and the SIP MWI
notification server.
This lesson described the initial voice mail integration configuration on Cisco Unity Express
and Cisco Unified Communications Manager Express.
References
 Software Activation for Cisco Unity Express 7.1 and Later Versions at:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel7_1/Licensing/
CUELicensing_book.html.
 Cisco Unity Express 8.0 Installation and Upgrade Guide at:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel8_0/install/install80.html.

Lesson 3
Configuring the Cisco Unity

Express System
Overview
This lesson describes Cisco Unity Express system settings. The configuration of mailboxes and
distribution lists will be covered. Cisco Unity Express time-based schedules will also be
discussed.
Objectives
Upon completing this lesson, you will be able to describe the Cisco Unity Express system
settings. This ability includes being able to meet these objectives:
 Describe the general Cisco Unity Express general system settings: mailboxes and
distribution lists
 Describe the business hours and holiday settings
Cisco Unity Express General Settings
This topic describes how to configure Cisco Unity Express general settings such as mailboxes
and distribution lists.
Cisco Unity Express GUI
Administrator login is required to configure the Cisco

Unity Express module from the GUI and to run the
Cisco Unity Express Initialization Wizard
The figure shows the Cisco Unity Express GUI. The administrator can configure Cisco Unity
Express remotely with web access.
To access the Cisco Unity Express module via GUI, enter the following web address:
 http://<Cisco Unity Express IP address>/
 Log in using the administrator account credentials
User Defaults
This section describes the Cisco Unity Express user default configuration.
User Defaults
 Define the default system policy for adding new users

 Password and PIN length, expiry, and random generation
 Lockout policy for failed login attempts
– Permanent, temporary, lockout period
The defaults that are set in the Configure > User Defaults window take effect when the
administrator creates a user.
Use this procedure to specify the default language and the password or PIN policy for users.
This default set of parameters is applied when a new user is created. After configuring defaults
in this window, the administrator can change the password policy for an individual user when
adding a new user.
Configuring Password and PIN Options

If you chose to generate passwords and PINs for users automatically, they are configured in the
following steps:
Step 1 Choose Configure > User Defaults. Choose the default language from the drop-
down menu.
Step 2 Configure password and PIN options by performing the following tasks in the
Password and Pin columns:
 (Optional) Select the Auto-generation Policy. Select whether the generation
policy will be random or blank by clicking Random or Blank.
 (Optional) Click to enable the expiry, in days. The range is 3 to 365.
 Select the history depth, in days. The range is 1 to 10.
 Select the minimum length of the password and PIN. The password range is 3 to
32; the PIN range is 3 to 16.

Configuring Account Lockout Policy
To configure the Account lockout policy for consecutive failed login attempts, navigate to the
Configure > User Defaults window. Choose one of the following lockout policy types for the
Password and PIN fields:
 Account lockout policy: you can choose from one of the following options:
— Disable lockout
— Permanent
— Temporary
 Number of attempts for temporary lock: Range is 1 to 200
 Temporary lockout duration (in minutes): Choose any number
 Maximum number of failed attempts: Range is 1 to 200
Click Apply to save your settings.
Subscribers
Subscribers, or users, can be added in Cisco Unity Express using the command-line interface
(CLI) or GUI.
Subscribers
 Cisco Unity Express subscribers, or users, can be added via

the CLI or GUI.
 Users may be associated with a mailbox (optional).
– Required to receive personal voice-mail messages
 Required user attributes are User ID, First name, Last name,
Nickname, and Display name
 Optional attributes include Primary extension, Fax number,
and language
Voice mail
User
Each user is normally associated with a mailbox. The mailbox is optional, but it is required if
the user is to receive personal voice-mail messages. An example of a user without a mailbox
could be an administrator (although it may be very useful for the administrator to also have a
mailbox).
Cisco Unity Express users are configured with mandatory and optional parameters. The
mandatory user attributes are as follows:
 User ID
 First name
 Last name
 Nickname
 Display name

Adding Subscribers
This section describes how to add Cisco Unity Express subscribers.
Adding Subscribers
 Navigate to Configure > Users

to add new subscribers
 Enter a unique User ID
– 3 to 32 characters
 Enter required parameters
 Optional parameters include
language and FAX number
 Choose random, blank, or
specified password and PIN
 Mailbox can be created
automatically
Use this procedure to add a new user to Cisco Unity Express. Navigate in Cisco Unity Express
to Configure > Users. The Configure Users window appears. Click Add. The Add a New User
window appears. Enter information into the following fields:
 User ID: The user ID. The username must be at least 3 and no more than 32 characters.
Cisco Unity Express allows only letters, numbers, underscore (_), dot (.), and dash (-) in
user IDs. User IDs must start with a letter. Do not use spaces in the username.
 First Name and Last Name
 Nick Name
 Display Name
 Primary Extension and Primary E.164 Number
 Fax Number
 Language
 Password options and Password
 PIN options and PIN
Click Create Mailbox to create a voice mailbox for this new user.
Click Add to save the changes. The Add a New Mailbox window appears. Proceed to Adding a
New Mailbox.
Note If you selected a random password or PIN, a message appears with the new password or
PIN.
User Search
This section describes the Cisco Unity Express user search feature.
User Search
 Click the User ID, Display Name, or Primary Extension fields

to sort the user output display.
 Use Find to search for users.
Use the Cisco Unity Express GUI search feature to find users. Choose Configure > Users. The
Configure Users window appears and contains the following fields that can be used as search
criteria:
 User ID: By default, the system displays users in alphabetical order by user ID. To sort
from A to Z, click User ID.
 Display Name: To display the list of users in order by display name, click Display Name.
 Primary Extension: To display the list of users in order by primary extension, click
Primary Extension.
Use the dialog box to change the number of rows that are displayed per window.

Mailboxes
This section describes the Cisco Unity Express mailbox types.
Mailboxes
Personal (User) Mailbox:

 An individual user may be assigned to an IP phone
connected to the telephone network.
 A mailbox can be assigned to an individual user (owner).
General Delivery Mailbox (GDM):

 One or more people in the company can access a GDM.
 A caller leaves a message in the mailbox.
 Members of the group can log in to the mailbox and retrieve
the message.
 Any member can delete a message from the GDM.
Two types of mailbox are available on Cisco Unity Express as follows:

 Personal (User) Mailbox: An individual user may be assigned to a telephone connected to
your telephone network. The administrator can assign a mailbox to an individual user.
 General Delivery Mailbox (GDM): One or more people in the company can access a
general delivery mailbox. A caller leaves a message in the mailbox, and members of the
group can log in to the mailbox and retrieve the message. Any member can delete a
message from the general delivery mailbox. The caller does not know anything about the
people who can access the general delivery mailbox. For example, a caller may leave a
message for the Sales Team but does not know who is a member of the Sales Team.
Note Before configuring a general delivery mailbox, administrators must create a group.
Mailbox Defaults
This section describes configuring Cisco Unity Express mailbox defaults.
Mailbox Defaults
 Specify the default maximum mailbox size, maximum caller

message size, and message expiry time.
 Defaults are applied to new mailboxes when created.
This figure shows the Voice Mail Defaults configuration window. The default values used
depend on the hardware and software (license) used. The default mailbox size is automatically
calculated with the following formula: existing storage space divided by the number of users.
When creating a mailbox, the defaults that are set in the VM Defaults window take effect. Use
this procedure to specify the default maximum mailbox size, the maximum caller message size,
and the message expiry time. This default set of parameters is applied when a new mailbox is
created. Choose Voice Mail > VM Defaults. The Voice Mail VM Defaults window appears.
Enter information into the following fields:
 Mailbox Size, in seconds
 Maximum Caller Message Size, in seconds
 Message Expiry Time, in days
 Click Apply to save your entries.
 Click OK at the prompt.

Adding Mailboxes
This section describes how to add mailboxes to Cisco Unity Express.
Adding Mailboxes
 Voice Mail > Mailboxes to add

new mailboxes
 Use Mailbox Defaults
 Associate user with a mailbox
 Enable/disable mailbox
Administrators can add new mailboxes to the Cisco Unity Express system and associate each
mailbox with a user.
Use this procedure to view a list of mailboxes in the system. Choose Voice Mail > Mailboxes.
The Voice Mail Mailboxes window appears and contains the following fields:
 Mailbox Owner (User/Group ID): By default, the system displays mailboxes in
alphabetical order by owner. To display a list of owners from Z to A, click Mailbox
Owner.
 Primary extension: To display a list of mailboxes in order by primary owner extension,
click Primary Extension.
 Mailbox type: To display a list of mailboxes by mailbox type, click Mailbox Type.
 Description: To display a list of mailboxes in order by description, click Description.
Use this procedure to add a new personal or general delivery mailbox: Choose Voice Mail >
Mailboxes. The Voice Mail Mailboxes window appears.
Click Add. The Add a New Mailbox window appears.
Enter the appropriate information in the following fields in the Add a New Mailbox window:
 Owner (use the Find window to search for an owner)
 Description of the mailbox
 Announcement Only (cannot take messages)
 Mailbox Size
 Maximum Caller Message Size
 Message Expiry Time
 Play Tutorial
 Allow Login Without PIN (this feature is enabled only for personal mailboxes and is not
selectable for a GDM).
 Enabled indicates that the mailbox will be activated immediately. Unchecking this check
box deactivates the mailbox.
 Fax enabled
 Enable notification for this user/group
Occasionally, a mailbox becomes locked, and the owner cannot access the stored messages. A
"mailbox is currently in use" message is typically played when a user tries to access a mailbox
that is locked. Use the following procedure to unlock a mailbox:
Step 1 Choose Voice Mail > Mailboxes. The Voice Mail Mailboxes window appears.
Step 2 Click the box next to the mailbox that you want to unlock.
Step 3 To unlock the mailbox, click Unlock.
Step 4 At the prompt, click Yes to unlock the mailbox. The Voice Mail Mailboxes window
reappears with the mailbox unlocked.
Note Alternately, administrators can add a new mailbox from the Configuring Users or Configuring
Groups windows.

Adding GDMs
This section describes how to add GDMs to Cisco Unity Express.
Adding General Delivery Mailboxes
 Add a new group

 Associate with a
mailbox
– General Delivery
Mailbox
 Assign privileges
Configuring one or more groups is optional. Many businesses find that having a mailbox for a
group, called a GDM, is very convenient. Members of a group can retrieve voice messages that
are left in the GDM. For example, a Customer Service mailbox could be configured to receive
messages from customers, and anyone that is assigned to the Customer Service group could
retrieve the messages.
Members of the GDM can be individual users or other groups:
 Individual users also have their individual mailboxes.
 Groups that are members of another group have their own mailboxes.
Use this procedure to add a new user group. Choose Configure > Groups. The Configure
Groups window appears. Click Add. The Add a New Group window appears. Enter
information into the following fields:
 Group ID
 Full name
 Description: The word "group" is automatically added to the Group ID entry. The
administrator can add more text to this description.
 Primary Extension for the group GDM
 Primary E.164 Number
 Fax Number
 Check the Enable notification for this user/group check box.
 Check the required boxes for capabilities or privileges to assign to the group. These
privileges include the following preconfigured privileges, as well as any privileges that you
have created and customized:
— Superuser
— Administration via Telephone (AvT) capability
— Voice-mail Broadcaster capability, local, and network
— Voice-mail Broadcaster capability, local
— Integrated Messaging
— Public list manager capability
— Private list viewer capability
— Historical reporting viewer
— Real-Time Reporting viewer

Voice Mail Application Configuration
This section describes how to configure Cisco Unity Express voice mail application settings.
Voice Mail Application Configuration
Voice Mail > VM

Configuration
 Configure voice
mail application
settings
 Define system
policies such as
prompt language
and business
hours greetings
schedule
 Modify maximum
message store,
recording size,
and broadcast
message size
You can also configure voice mail application settings. Choose Voice Mail > VM
Configuration. The Voice Mail VM Configuration window appears. The voice mail
application configuration includes the following fields:
 Maximum voice message store: The length of time, in minutes, for which voice-mail
storage is available for the entire system. The maximum number of mailboxes that your
system can create determines how many minutes of voice-mail messages can be stored at a
given time. The type of hardware also limits the maximum voice message store; for
example, the advanced integration module generation 2 (AIM2) has a maximum of 840
minutes. The Cisco Integrated Services Router maximum is 3600 minutes. The network
module enhanced (NME) maximum is 1800 minutes, and the service module maximum is
36,000 minutes.
 Maximum subscriber recording size: Maximum size, in seconds, of a message that can
be left by a caller in the voice-mail system. This default value is assigned by the system to
a newly created user. When this limit is reached, the caller is notified that no more time is
available for the message or that the mailbox is full. The caller hears prompts to listen to
the message, to rerecord the message, or to send the message.
 Maximum broadcast message size: Maximum duration, in seconds, of a broadcast
message that can be sent by a caller in the voice-mail system. The default value is 5
minutes and the maximum value is 1 hour.
 Broadcast message expiry time: Time, in days, for a broadcast message to remain active
on the system.
 Prompt Language
 Use MWI for Broadcast messages.
 Play caller ID for external callers.
 Non-subscriber Delivery Restriction Table
 Live Reply Restriction Table.
 Live Record Pilot Number.

Distribution Lists
Distribution lists allow subscribers to send a voice-mail message to multiple recipients at the
same time. The sender can send voice messages to distribution lists only on the local system.
The sender cannot address a voice message to a distribution list on a remote system.
Distribution Lists
Use public and private distribution lists to send a

voice-mail message to more than one user at the
same time. List members can include:
 Users
 Groups
 General delivery mailboxes
 Other public lists
 Other private lists
message message
Cisco Unity Europe Sales

Sales Distribution List
Express Distribution List
Cisco Unity Express supports the following two types of distributions lists:
 Public distribution lists
 Private distribution lists
Members can be added to the distribution list. Each member is a voice-mail message recipient.
Distribution list members can be any combination of the following:
 Users
 Groups
 General delivery mailboxes
 Other public or private lists
A public list member can be another public list but may not be a private list. A private list
member can be any public list and may be another private list that is owned by the same
subscriber.
When a subscriber addresses a voice message to a public or private distribution list, the system
verifies that the list has members. If the list is empty, the system plays a prompt indicating that
the list contains no members and does not allow the list to be used as a recipient of the
message.
Recursive distribution lists are permitted. For example, list A can be a member of list B, and
list B can be a member of list A.
Public Distribution Lists
This section describes how to add public distribution lists in Cisco Unity Express.
Public Distribution Lists
 Add public distribution lists and define the directory number

– Voice Mail > Distribution Lists > Public Lists
 Maximum 25 public distribution lists
 Maximum 1000 members or owners across all public
distribution lists
Depending on the configuration, Cisco Unity Express supports up to a maximum of 25 public

distribution lists and a total of 1000 members or owners across all of these public distribution
lists. You must be a member of the administrators group or a member of a group with public
list manager capability to add a distribution list.
To add a distribution list, perform the following procedure.
Choose Voice Mail > Distribution Lists > Public Lists. The Voice Mail Distribution Lists
Public Lists window appears. Click Add. The Add a Public Distribution List window appears.
Enter the appropriate information into the following fields:
 Name: List name.
 Number: Number of the distribution list. This number must be unique among the list of
public distribution lists and cannot be longer than 15 digits.
 Description (optional)
Click Add and proceed to Adding Members to a Distribution List.

A distribution list is used to send a voice-mail message to multiple users at the same time. Any
voice-mail user on the system can send a message using a public distribution list.
Note It is not possible to modify the default public distribution list named "everyone," which
contains all users in the system.

Distribution List Owners
This section describes how to add distribution list owners.
Distribution List Owners
 Define distribution list owners. A list owner can be either a

local user or a group.
 Owners are responsible for maintaining membership of the
list and can add and delete new members. Use Find to
search existing users.
Select User
Distribution lists owners are responsible for maintaining the membership of the list and can add
and delete new members. Cisco Unity Express supports up to a maximum of 1000 members
and owners across all public distribution lists.
A list owner can be either an individual local user, or a group. If a list is owned by a group, all
members of that group are owners of the list.
Members of the Administrators group are implicit owners of all public distribution lists. If all
the owners of a list are deleted, the Administrator group continues to have ownership of the list.
A list owner does not have to be a member of that list.
The “everyone” list cannot have an owner.
To view or modify the list distribution owners, navigate to Voice Mail > Distribution Lists >
Public Lists, select the required list, then select Owners. Search for an owner by one of the
following criteria:
 User ID
 Name
 Description
 Number
Note You must be a member of the administrators group or an owner of a list to be able to add
owners to it.
Distribution List Members
This section describes how to add distribution list members.
Distribution List Members
 Define distribution list members to receive messages.

Members can save, delete, and listen to mailbox messages.
To view or modify the distribution list members, select Voice Mail > Distribution Lists and
choose Public Lists. Select the required list, and then select Members.
Users can only add members to their own private distribution lists or to public distribution lists
that they own.
Add each member by voice-mail mailbox number. Enter the exact voice-mail mailbox number
and click Find.
Search for a member to add by selecting one of the following:
 User ID
 Name
 Description
 Number

Private Distribution Lists
This section describes how to add private distribution lists in Cisco Unity Express.
Private Distribution Lists
 Define private distribution lists and add members.
Cisco Unity Express supports private distribution lists. Any local subscriber can create private
distribution lists that are accessible only to that subscriber. The following limits apply to private
distribution lists:
 The maximum number of lists a local subscriber can create is five.
 The sum of all members in all private lists that are owned by a subscriber is 50. The
Member Count is displayed in the My Private Lists window.
 The owner of a private distribution list is the local subscriber who created it.
 The owner of a private list cannot be changed.
To add a private distribution list, choose Voice Mail > Distribution Lists > My Private Lists.
Click Add. Enter information into the following fields:
 Name: List name
 Number: Number of the distribution list. This number must be unique among the list of
public distribution lists.
 Description (optional)
Click Add. Click the name of the list to add members to the distribution list.
Control Panel
This section describes the Cisco Unity Express Control Panel.
Control Panel
 Use the Control Panel to save configuration changes or

reload Cisco Unity Express.
Use this procedure to save the Cisco Unity Express configuration:

Navigate to Administration > Control Panel.
 Click Save Configuration.
 Click OK at the prompt.
Use the following procedure to reload Cisco Unity Express:
 (Optional) Click Save Configuration. Click OK at the prompt.
 Click Reload Cisco Unity Express. A dialog box appears warning you that reloading the
system will terminate all end-user sessions and that any unsaved configuration data will be
lost.
 Click OK or Cancel to complete the task.

Cisco Unity Express Time and Schedules
This topic describes the Cisco Unity Express time-based schedules.
Schedules
 Cisco Unity Express supports business hours and holiday

schedules.
 Business hours schedules are based on the days and times
of the week when the company is open for business.
 Holiday schedules are based on the days when the company
is closed for holidays.
 Applications can be configured to use Holiday and Business
Hours schedules
– Cisco Unity Express AutoAttendant
 Callers receive different prompts during a defined schedule
period.
– For example, holidayPrompt during a Holiday schedule
Cisco Unity Express supports business hours and holiday schedules. Business hours schedules
are based on the days and times of the week when the company is open for business. Holiday
schedules are based on the days when the company is closed for holidays. Cisco Unity Express
applications, such as Cisco Unity Express AutoAttendant, can be configured to use holiday and
business hours schedules.
The auto-attendant is configured with the name of the business schedule that the system uses to
determine the open and closed hours for the business. Callers receive different prompts during
defined schedules. For example, the following prompts can be received:
 The welcomePrompt is the message that the caller hears when the auto-attendant begins to
play during normal working hours.
 The holidayPrompt is the name of the .wav file containing the message that the caller hears
after the welcome prompt if the current day is a holiday.
Add New Business Hours Schedule
This section describes how to add new business hours schedules in Cisco Unity Express.
Add New Business Hours Schedule
 Add a new business hours schedule

– System > Business Hours settings
 Schedule can be based on an existing schedule or created
as a new schedule
 Enter a unique schedule name
– Names cannot contain spaces
Cisco Unity Express administrators can add, modify, or delete business hours schedules
containing the days and times of the week when the company is open for business.
Navigate to System > Business Hours Settings to display or modify a business hours
schedule.
Administrators must enter a unique name for each new business hours schedule. Business hours
schedule names cannot contain spaces. A new business hours schedule can be created as a new
schedule or it can be based on an existing schedule.

Configure Business Hours
This section describes how to define the business hours in a business hours schedule.
Configure Business Hours
 Click time blocks to set business hours (open or closed).
Select a Schedule
Choose System > Business Hours Settings to display or modify a Business Hours Schedule.
Select the Business Hours Schedule to view or modify from the drop-down list.
Click the box for each half-hour increment to check or uncheck it:
 A gray box indicates that the business is closed during that time period.
 A checked box indicates that the business is open.
Repeat for each day of the week. The Copy Schedule button can be used to copy an existing
time schedule.
Click Apply to save your changes.
Holiday Schedules
This section describes how to add new holiday schedules in Cisco Unity Express.
Holiday Schedules
 Navigate to the System > Holiday Settings menu to add

Cisco Unity Express schedules when the company is closed
for holidays.
 Reuse existing schedules each year.
– Copy All To Next Year button
Cisco Unity Express administrators can add or delete schedules of days when the company is
closed for holidays.
Choose System > Holiday Settings. The System Holiday Settings window appears and
contains holiday settings for the current year.
Choose the year for which you want to display the list of holidays from the drop-down list, or
choose All Holidays to display all years. The list of holidays shows the date and description of
each holiday.
To copy a holiday from one calendar year to another, configure holidays for the year and
choose Copy All to Next Year.

Time Configuration
This section describes how to configure Cisco Unity Express time settings.
Time Configuration
 Add a Network Time Protocol server (NTP) to ensure voice

messages and system processes are identified with the
correct date and time.
Cisco Unity Express administrators should ensure that voice messages and system processes
are identified with the correct day and time. Use a Network Time Protocol (NTP) server and
specify the correct time zone. The following parameters are required to ensure that Cisco Unity
Express uses the correct day and time:
 Current day and time
 Time zone for company or branch location
 NTP server address
Select System > Network Time & Time Zone Settings to add an NTP server. The Network
Time & Time Zone Settings window appears. A list of NTP servers is displayed in the NTP
Servers field. To add another NTP server, perform the following steps:
 Click Add.
 Enter the hostname or IP address for the NTP server.
 Check Make this the preferred server check box to make it the primary NTP server.
 Click Add again.
To change the time zone, select System > Network Time & Time Zone Settings. The
Network Time & Time Zone Settings window appears. Perform the following steps:
 Use the drop-down menus to select the Country and Time Zone.
 To activate the changes, click Apply.
 Click OK.
Note Reload the Cisco Unity Express software after any NTP changes to ensure that the server
information is updated.

Summary
Summary
 Cisco Unity Express distribution lists can be used the send

messages to users or groups of users. Voice mail messages
are delivered to personal mailboxes. General delivery
mailbox members must log in to the mailbox to retrieve
messages.
 By defining holiday or business hours schedules, Cisco Unity
Express administrators can ensure that callers receive the
appropriate prompts based on the working environment and
opening hours. A Network Time Protocol server is
recommended to ensure that Cisco Unity Express uses the
correct date and time.
The lesson described how to configure Cisco Unity Express general settings such as mailboxes
and time-based greeting schedules.
Lesson 4
Configuring Cisco Unity

Express Users
Overview
Voice-mail users are added to the Cisco Unity Express system and assigned at least one
mailbox. Each user account is configured with different characteristics; for example, an account
may be configured to notify a cell phone when an urgent voice-mail message arrives. This
lesson describes how to manage Cisco Unity Express user accounts.
Objectives
Upon completing this lesson, you will be able to describe user account management options,
user-related configuration elements including account policies, and subscriber classes of
service. This ability includes being able to meet these objectives:
 Explain how to import subscribers from Cisco Unified Communications Manager and
 Describe Cisco Unity Express mailboxes
 Describe the Message Notification feature in Cisco Unity Express and how to restrict it
 Describe Cisco Unity Express class of service and the user rights, which can be assigned to
subscribers
 Describe the Cisco Unity Express VoiceView Express feature
 Describe the Cisco Unity Express IMAP Messaging feature
Importing Cisco Unity Express Subscribers
This topic describes how to import users from Cisco Unified Communications Manager or
Cisco Unified Communications Manager Express into the Cisco Unity Express database.
User Import Overview
Users, or subscribers, configured in Cisco Unified

Communications Manager (Express) can be imported
to the Cisco Unity Express database.
 Configure the host system.
 Import users from the host system.
Import user1
Import

Manager
Users, or subscribers, that are configured in Cisco Unified Communications Manager Express
or Cisco Unified Communications Manager can be imported into the Cisco Unity Express
database. To import users into Cisco Unity Express, the administrator must first configure the
host system (Cisco Unified Communications Manager Express or Cisco Unified
Communications Manager), and then import users from the host system.
Cisco Unity Express does not automatically synchronize its database with the Cisco Unified
Communications Manager database. If a subscriber defined in Cisco Unity Express must be in
the Cisco Unified Communications Manager database, define the subscriber in Cisco Unified
Communications Manager.
To synchronize the Cisco Unity Express and Cisco Unified Communications Manager Express
databases, use the Cisco Unity Express GUI option Administration > Synchronize
Information.
Note When changing a Cisco Unified Communications Manager Express user password on Cisco
Unity Express with Configure > Users, the password for that user is also updated on Cisco
Unified Communications Manager Express. However, the reverse is not true. A user
password that is changed on Cisco Unified Communications Manager Express will not be
updated to Cisco Unity Express.
Host System Setup
This section describes how to configure the Cisco Unified Communications Manager or Cisco
Unified Communications Manager Express host system from users will be imported.
Host System Setup
 Define the Cisco Unified Communications Manager or Cisco

Unified Communications Manager Web Administrator
username. Configure > Call Manager
 On Cisco Unified Communications Manager, activate Cisco
AXL Web service
Verify and
Reload After
Changing
Login
The Cisco Unity Express user import feature requires a login to access the host system. The
Cisco Unity Express host system login configuration must match the host system configuration.
The required login for the host system is as follows:
 Cisco Unified Communications Manager Java Telephony Application Programming
Interface (JTAPI) user and web user login
 Cisco Unified Communications Manager Express web administrator user login
Before configuring Cisco Unity Express to import users from Cisco Unified Communications
Manager, verify that the Cisco Unified Communications Manager Administrative XML (AXL)
service is active. Go to the Cisco Unified Communications Manager Serviceability window,
and choose Tools > Service Activation. Look for the Cisco AXL Web service.
AXL SOAP protocol provides an application programming interface (API) that applications use
to read from or write to the Cisco Unified Communications Manager database.
Note Any change to the JTAPI provider on Cisco Unified Communications Manager requires a
reload of Cisco Unity Express. The administrator must save the Cisco Unity Express
configuration and reload for the changes to take effect.
Use the following procedure to configure Cisco Unity Express with a Cisco Unified
Communications Manager host system:
 Choose Configure > CallManager. The Configure Cisco CallManager window appears.
Enter the information in the following fields:
— Primary CallManager: IP address or hostname of the primary Cisco Unified
Communications Manager system.
— Secondary CallManager: IP address or hostname of the first alternate Cisco
Communications Manager system.
— Tertiary CallManager: IP address or hostname of the second alternate Cisco
Unified Communications Manager system.
— Web User Name: Username to log in to the Cisco Unified Communications
Manager system.
— Web Password: Password to log in to the Cisco Unified Communications Manager
system.
— JTAPI User Name and JTAPI Password
 Click Apply to save the information.
 Click Verify to test the connection between Cisco Unified Communications Manager and
 Click Reload Unity Express to reload the software after you make configuration changes.
The next task is importing users.

The same procedure is used to configure Cisco Unity Express with a Cisco Unified
Communications Manager Express host system, but without the JTAPI user login information.
Importing Users
This section describes how to import users into the Cisco Unity Express database.
Importing Users
 Navigate to Configure > Users > Import to import users from

Cisco Unified Communications Manager (Express).
 Enter a maximum of 200 user IDs.
 Use Find to search.
Use the following procedure to select a user to import:

 Choose Configure > Users > Import. The Import CallManager Users window appears.
 Click Find. The CallManager User Search window appears.
 Specify User IDs in the field, separated by a space, comma, or a new line.
Tip You can enter a maximum of 200 user IDs.
 Click Find. The Search Results window appears with the results listed. Administrators can
view or hide details of the search.
 Subscribers that are found in the search can be imported into the Cisco Unity Express
database. The administrator can select individual user IDs or import all users in the search
window. During the import, there is an option to create a mailbox for the imported
subscriber.
Note The administrator must first configure the Cisco Unified Communications Manager Web
Administrator Username.

Cisco Unity Express Mailboxes
This topic describes Cisco Unity Express mailboxes.
Mailbox
 A mailbox is associated
with a user
– By administrator
 Configure mailbox
settings
– Or use defaults
 Play tutorial for new
users
 Allow login without PIN
 Enable mailbox
The administrator can manage Cisco Unity Express mailboxes by navigating to the Voice Mail
> Mailboxes window. Each mailbox is associated with a user. A single user may have more
than one associated mailbox; for example, a personal mailbox and a group mailbox such as the
mailbox assigned to the Sales Group.
New mailboxes inherit the default mailbox settings (Voice Mail > VM Defaults) or can be
configured with individual mailbox settings:
 Mailbox Size
 Maximum Caller Message Size
 Message Expiry Time
Additional mailbox settings include the Play Tutorial option for new users, the Allow Login
Without PIN option, and Enabled to enable the mailbox.
To manage mailboxes, navigate to the Voice Mail > Mailboxes window. The following fields
can be used to select the window display output:
 Mailbox Owner (user or group ID): By default, the system displays mailboxes in
alphabetical order by owner. To display a list of owners from Z to A, click User ID.
 Primary Extension: To display a list of mailboxes in order by primary owner extension,
click Primary Extension.
 Mailbox Type: To display a list of mailboxes by mailbox type, click Mailbox Type.
 Description: To display a list of mailboxes in order by description, click Description.
User GUI Access
This section describes how individual users can access the Cisco Unity Express database to
manage personal mailbox settings.
User GUI Access
 The User GUI provides user access to mailbox settings such

as notification devices and private distribution lists.
– Personal and Group Distribution Mailbox
 User login required
– http://<ip address>/user
Individual users can access the Cisco Unity Express database to manage personal mailbox
settings. The User GUI provides user access to mailbox settings as follows:
 Greetings
 Notification Devices
 Private Lists: Personal and Group Distribution Mailbox
 Caller Input: The user can manage the caller input actions for their own mailbox
 Preferences
A user login is required to access the User GUI. This password is created by the Cisco Unity
Express administrator (Configure > Users). Users can access the User GUI using the following
web page:
 http://<ip address>/user
 https://<ip address>/user

User Mailbox Greeting Management
This section describes how users can access the User GUI Greetings window to manage their
mailbox greetings.
User Mailbox Greeting Management
 Users can record and manage their mailbox greetings

 Activate greetings or specify greeting start/stop time
The User GUI Greetings window allows users to record and manage their mailbox greetings.
Users can activate greetings or specify greeting start and stop times.
The example shows User GUI access to the Greetings window for user jjones. User jjones can
manage greetings for the following two mailboxes:
 Personal mailbox jjones
 General Delivery Mailbox Sales
The following greetings can be managed by each user:

 Standard
 Closed
 Internal
 Busy
Additionally, any of the following greetings can be used:

 Alternate
 Meeting
 Vacation
 Extended Absence
User Caller Input Management
This section describes how users can manage caller input options using the User GUI.
User Caller Input Management
 Configurable caller
input
 User can specify
actions for each key
 Actions include
Transfer to Operator,
Transfer to
Extension, Repeat
Greeting, or Skip
Greeting
For each mailbox, the mailbox owner or system administrator can assign actions to the
telephone keys for caller input. This feature allows actions to be defined on a per-user basis.
The Cisco Unity Express Configure > Privilege window can be used to configure
administrator privileges. The privilege level can be used to permit or restrict access to the Cisco
Unity Express administrative functions for each administrator login; for example, the ability for
an administrator to configure the Caller Input.
Each subscriber in Cisco Unity Express can manage the Caller Input actions for their associated
extensions. Caller Input actions include the following:
 Ignore caller input
 Transfer the call to another number
 Transfer to Operator
 Skip the greeting
 Repeat the greeting
 Play Goodbye
 Subscriber Sign-in

User Preferences
This section describes the User Preferences window.
User Preferences
 User configurable
mailbox
preferences
 User can record,
play, or upload the
spoken name
 Change password
or PIN
 Modify Display
Name
 Specify the mailbox
Language
The User Preferences window allows each subscriber to configure preferences for their own
mailboxes. These preferences are the following:
 Record, play, or upload the spoken name sound file.
 Change password.
 Change PIN.
 Modify the Display Name.
 Specify the mailbox Language.
Message Notification
This section describes the Cisco Unity Express Message Notification feature.
Message Notification Overview
Message Notification overview:

 May be set on a subscriber or group mailbox
 Is disabled by default
 The following devices may be notified:
– Cell phone
– Home phone
– Work phone
– Numeric pager
– Text pager
– Email
 The notification profile contains:
– Device types
– Phone numbers
– Email address
– Notification schedule
– Notification preferences
Cisco Unity Express provides several options for notifying subscribers of new messages in their
voice mailboxes. The system generates notifications for all types of messages, including the
following:
 Nondelivery receipts (NDRs)
 Delayed delivery receipts (DDRs)
 Broadcast messages
 Live recorded messages
Existing messages that are marked as new do not generate notifications.

The system generates a notification when a new voice-mail message arrives in a mailbox of a
subscriber.
The administrator can set the type of messages for which notifications will be sent: all
messages or urgent messages. Urgent is the default. The administrator can change the
preference for specific subscribers or groups to a value other than the systemwide setting.
Message notifications can be sent to the following devices:
 Cell phone
 Home phone
 Work phone
 Numeric pager
 Text pager
 Email
Each device has a configurable schedule during which notifications can be received. The
subscriber can disable notification or prevent log in to the mailbox during the notification
period for phone devices (work phone, home phone, and cell phone).
Cisco Unity Express provides a default notification profile for each subscriber and group that
has a voice mailbox. Each subscriber or group can have one or more of the supported devices
that are configured in the notification profile. After the profile information is configured, the
subscriber or group will receive message notifications. A notification profile contains the
configuration settings for each subscriber or group as follows:
 Device types
 Phone numbers
 Email address
 Notification schedule
 Notification preferences
Note The default profile name is vm-notif-profile. This name cannot be changed or deleted.
Configuring Message Notification
This section describes how to configure message notification for each user.
 Define message notification devices for each user.

– Configure > Users
 Timed Cascading provides notification to other users or groups.
Use the following procedure to configure message notification for a user:

 Choose Configure > Users. The Configure Users window appears.
 Click Find. The following fields appear
 Click the required user ID
 Click Notification
Select the required device type to configure the message notification settings such as telephone
number or email address.
For Cisco Unity Express to send message notifications to external telephony devices, such as a
cell phone or home telephone, the integrated Cisco Unified Communications Manager Express
voice-mail solution must be configured for public switched telephone network (PSTN) access.
The Cascading Settings allow additional message notifications to be sent after a configured
time delay to a widening circle of recipients. For example, notify jjones, after 5 minutes notify
fbloggs, after 10 minutes notify the Sales Group.
Note Notifications for email and text pager devices are sent using the Simple Mail Transfer
Protocol (SMTP). For email and text pager notifications, configure the External SMTP Server
on the System > SMTP Settings window.

Configuring Message Notification Schedule
A separate message notification schedule is configured for each notification device.

Schedule
 Configure separate time schedules for each notification

device for each user.
– Click time periods to enable or disable
A separate message notification schedule is configured for each notification device for each
user in the menu Configure > User.
The administrator can set a schedule that activates the notification feature for a specific device.
Time slots are available 24 hours a day for any day of the week in half-hour increments. The
administrator can click each time period check box to enable or disable time periods.
The default schedule is Monday through Friday, 8:00 a.m. (0800) to 5:00 p.m. (1700).
When a subscriber or General Delivery Mailbox receives a new voice message, the system
checks whether message notification is enabled for that mailbox. If notification is enabled, the
system checks for an enabled device and the notification schedule for that device. If the system
finds an enabled device with permission to receive the notification at the time the message is
received, the system sends the notification to the device.
Each notification device will receive a notification message. The handling of the message
notification depends on the device type. For example:
 To notify a phone device, the Cisco Unity Express system calls the configured phone
number. The subscriber answers the call and is presented with the option to log in to the
mailbox. If the subscriber does not answer the call after the configured number of seconds,
or if the device is busy, the system disconnects the call and does not retry calling the
subscriber.
 To notify an email device, the system sends an email message to the configured email
address for each new message received.
Subscriber Notification Management
The administrator can enable or disable message notification for each subscriber.
Subscriber Notification Management
 Enable or disable notification for selected subscribers

 Voice Mail > Message Notification > Subscriber Notification
Management
Sometimes the administrator may wish to disable or enable the message notification feature on
a per-subscriber basis. Use the following procedure to enable or disable notification for selected
subscribers:
 Choose Voice Mail > Message Notification > Subscriber Notification Management.
 If the subscribers for which you want to configure notification are not listed, click Find and
enter the User or Group ID. Use the asterisk (*) for wildcard searching.
 If the subscribers are listed, check the box next to their user or group ID and click Enable
Notification or Disable Notification. The User Profile window appears with the
Notification Tab active.
 A list of notification devices is displayed. Click the box next to specific devices to enable
or disable them.

Notification Administration
This section describes the Notification Administration window.
Notification Administration
 Configure systemwide message notification parameters such

as Enable Cascading Notifications and systemwide for
Urgent Messages
– Voice Mail > Message Notification > Notification
Administration
 Specify text to prepend to email notifications
– Also signature
 Define call failed timeout
– 12 to 96 seconds
 Select restriction table
Administrators can configure systemwide message notification parameters using the

Notification Administration window. Use the following procedure to configure systemwide
message notification parameters:
 Navigate to Voice Mail > Message Notification > Notification Administration. The
Notification Configuration window appears.
 Check Enable systemwide notification for and choose one of the following message
notification types from the drop-down list:
— Urgent Messages: Notifications are only sent for voice-mail messages marked
"urgent" by the sender.
— All Messages: Notifications are sent for all voice-mail messages.
 Check the Allow user to login to voicemail to retrieve voicemail when notification
device is notified check box.
 Check the Attach message to outgoing email notification check box to send voice
messages as .wav file attachments to email notification messages.
 Select additional notification parameters:
— Click Enable Cascading Notifications if desired.
— Enter the number of seconds after which a call is considered failed in the If phone is
not answered, hang up after field. The range is 12 to 96.
— Choose a restriction table name from the Restriction Table Name drop-down
menu.
Restriction Tables
Restriction tables control the phone numbers that subscribers can use to access features such as
message notification.
Restriction Tables
 Restriction tables control the

phone numbers that
subscribers can use to access
features such as message
notification.
– System > Restriction
Tables
 Use to prevent the use of long
distance or international
numbers
 Define permitted or denied Call
Patterns
 Wildcard
– 0 or more digits(*)
– Single digit (.)
 All patterns are permitted by
default.
These restrictions are available only for phone devices and numeric pagers. The system checks
the restriction table when the subscriber is assigning phone numbers to phone devices (such as
a cell phone, home phone, or work phone), to a numeric pager, and before making an outcall. If
restricted, notification calls will not be made to that number.
The table applies to all subscribers and groups on the system. A typical use of this table is to
prevent the use of long distance or international numbers for a message notification.
All phone numbers can be used in the default restriction table.
Administrators can configure call restriction tables using the following procedure:
 Navigate to System > Restriction Tables.
 Choose the Restriction Table Name from the drop-down list, or add a new restriction
table to the list.
 Choose the Minimum Digits Allowed. The range is 1–30. The default is 1.
 Choose the Maximum Digits Allowed. The range is 1–30. The default is 30.
 Enter the Call Pattern in the field that is located at the bottom of the screen. Valid patterns
can include digits 0 to 9, asterisk (*), and dot (.). The * indicates a match of zero or more
digits. Each dot serves as a placeholder for one digit.
 Choose whether the call pattern is to be allowed in the restriction table by clicking Yes or
No. Click Add to save.
The pattern can be moved up or down in the list to specify the order of the patterns to be
matched.

The following features use restriction tables to restrict access:
 Fax
 Live reply
 Message notification
 Nonsubscriber message delivery
 Caller call flow customization
The example shows a restriction table called msg-notification. The example assumes that a
PSTN access code 9 is used. The restriction table is configured with the following:
 All numbers starting 408555 are permitted.
 Numbers starting with area code 408 are denied.
Note The sequence of these two patterns is important. The reverse sequence does not achieve
the same result.
 International numbers (9011) are denied.

 All other numbers are allowed (*).
Class of Service
This topic describes class of service features, such as user privileges, in Cisco Unity Express.
Privilege Levels
 Privilege levels provide different access rights to user groups.

 For example:
– Administrators may have full access to Cisco Unity
Express GUI menus.
– Departmental managers may have access to manage
attributes such as user account password and PIN.
I can only change user

account attributes
Login
Cisco Unity
Express Manager
Cisco Unity Express privilege levels provide different access rights to user groups. Default
privilege levels are provided by the system, or new privilege levels can be created.
Privilege levels can be assigned to user groups. This assignment provides different access rights
to user groups.
For example, managers may need access to create, modify, and delete user accounts. The
administrator group may have full access to Cisco Unity Express GUI menus. Departmental
managers, however, may have access to manage attributes such as user account password and
PIN.

Privileges
This section describes how to configure the Cisco Unity Express privileges.
Privileges
 Privilege levels are

assigned to a group.
 All group members are
granted the group
privilege rights.
 Use or change
predefined privileges.
– Cannot modify the
superuser privilege
 Add new privileges.
 Administrators can add
or delete the
operations allowed by
each privilege.
 Configure > Privileges
Navigate to the Configure > Privileges window to view existing privileges.

Privilege levels are assigned to a group, and any member of the group is granted the privilege
rights. The software initialization process created an Administrator group from the imported
subscribers that are designated as administrators. Other groups can be created with these
privileges. To assign subscribers to an existing group, use the CLI commands or navigate in the
GUI to Configure > Users.
Cisco Unity Express software recognizes these privileges for subscribers:
 Superuser: The superuser privilege permits subscribers to log in to the Cisco Unity
Express GUI as an administrator. Additionally, it permits subscribers to record spoken
names for remote subscribers and locations through Administration via Telephone (AvT).
 ManagePrompts: The prompt management subscriber has access to the AvT but not to
any other administrative functions.
 Broadcast: The broadcast privilege permits the subscriber to send broadcast messages
across the network.
 Local-broadcast: The local-broadcast privilege permits subscribers to send broadcast
messages only to subscribers on the local network.
 ManagePublicList: The ManagePublicList privilege permits the subscriber to create and
modify public distribution lists.
 ViewPrivateList: The ViewPrivateList privilege allows the subscriber to view the private
distribution lists of another subscriber. The subscriber cannot modify or delete the private
lists.
 ViewRealTimeReports: The ViewRealTimeReports privilege permits the subscriber to
view Real-Time Reports.
 vm-imap: The vm-imap privilege gives subscribers access to the Internet Message Access
Protocol (IMAP) feature.
The administrator creates or modifies privileges and adds or deletes the operations that are
allowed by that privilege. Operations define the CLI commands and GUI functions that are
allowed. Most operations include only one CLI command and GUI function.
In addition to adding operations to a privilege, administrators can also configure a privilege to
have another privilege nested within it. A privilege that is configured with a nested privilege
includes all operations that are configured for the nested privilege.
Note It is not possible to modify the superuser privilege.

Privilege Operations
This section describes how to add or delete the operations that are allowed by the Cisco Unity
Express privileges.
Privilege Operations
 Add or delete the operations allowed by each privilege.

 Example: Broadcast privilege
Administrators can add or delete the operations that are allowed by each privilege level. The
example shows that the following operations are allowed as part of the Broadcast privilege
level:
 Create, delete, schedule, and send local broadcast messages.
 Create, delete, schedule, and send remote broadcast messages.
Use this procedure to change or display the operations that are included a privilege. Choose
Configure > Privileges. The Privileges Configuration window appears:
 Select the privilege that you want to customize. Change the number of rows per page or
select a different page to see the privilege to be changed.
 Select the operations to add to the privilege or deselect the operations to remove.
 Click Apply.
 Click OK to save your changes.
Note Some operations are mandatory and cannot be removed.
Assign Privileges to Users
Privilege levels are assigned to each user.
Assign Privileges to Users
 Specify the privilege level for

each group.
 Check the Capabilities check
boxes.
 Group members have the
designated privilege rights.
 The administrator group is
created automatically by the
software initialization process
from the imported subscribers
that are designated as
administrators.
Privileges are assigned to groups using the CLI or GUI interface. In the GUI, navigate to
Configure > Users.
An administrator group is created automatically by the software initialization process from the
imported subscribers that are designated as administrators. The example shows the
administrator group.
Administrators can specify the privilege level for each user group by checking the Capabilities
check boxes. Group members have the designated privilege rights.

Personal Data
Users do not need privileges to access personal data.
Personal Data
Users do not need privileges to access their own data:

 Language
 Password
 PIN
 Membership to groups owned by the user
 Ownership of groups owned by the user
 Notification profile
 Cascade settings
 Personal voice-mail zero-out number
 Voice-mail greeting type
 Voice-mail play tutorial flag
 Public distribution lists owned by the user
 Private distribution lists
Users do not need privileges to access their own data. Personal user data can be accessed by the
user login account. The user data is primarily associated with the voice-mail application and
includes the following:
 Language (configured for the voice mailbox of the user)
 Password
 PIN
 Membership to groups owned by the user
 Ownership of groups that are owned by the user
 Notification profile
 Cascade settings
 Personal voice-mail zero-out number
 Voice-mail greeting type
 Voice-mail play tutorial flag
 Public distribution lists owned by the user
 Private distribution lists
VoiceView Express
This topic describes Cisco Unity Express VoiceView Express feature.
Cisco Unity Express VoiceView Express
Cisco Unity Express VoiceView Express overview:

 Allows voice-mail subscribers to browse, listen to, send, and
manage voice-mail messages from the display of their Cisco
IP phone.
 Maximum 32 VoiceView Express sessions.
– Depending on Cisco Unity Express hardware module.
 VoiceView Express sessions are separate from graphical
user interface (GUI) and telephony user interface (TUI)
sessions.
 A subscriber browsing through voice messages on the
VoiceView Express phone screen is one VoiceView Express
session.
– A subscriber listening to or recording a voice message or
greeting with VoiceView Express is a VoiceView Express
session and a TUI session.
The VoiceView Express feature allows voice-mail subscribers to browse, listen, send messages,
and manage their voice-mail messages from their IP phone display and softkeys. This feature is
an alternative to the telephone user interface (TUI) for performing common tasks.
VoiceView Express is available for Cisco Unified Communications Manager Express and
Cisco Unified Communications Manager systems. VoiceView is not available in Cisco Unified
Survivable Remote Site Telephony (Cisco Unified SRST) mode.
The maximum number of simultaneous VoiceView Express sessions depends on the size of the
network modules and the Cisco Unity Express release version being used. The number of
simultaneous VoiceView Express sessions that are supported depends on the Cisco Unity
Express hardware module and the version. To determine how many VoiceView Express
sessions your hardware supports, see the release notes for the Cisco Unity Express release
version you are using. The system counts VoiceView Express sessions separately from GUI
sessions. When a subscriber is listening to or recording a voice message or greeting with
VoiceView Express, the system counts the session as a VoiceView Express session and a TUI
session. If the subscriber is browsing through voice messages on the VoiceView Express phone
screen, the system counts the session as a VoiceView Express session.
The following Cisco Unified IP phone models support VoiceView Express: Cisco Unified IP
Phones 7940(G), 7960(G), 7921(U.S. and U.K. English only), 7925, 7941, 7961, 7942, 7962,
7945, 7965, 7975, 7970, and 7971, 3911/51, SPA941, SPA942, SPA525, and the 521/524g.
Note IP phone support may differ depending on the Cisco Unity Express version and the call
control application version being used.

Configuring VoiceView Express
This section describes how to configure the Cisco Unity Express VoiceView Express feature.
Configuring VoiceView Express
 Voice Mail > VoiceView > Express Service

 Specify the VoiceView Express systemwide session timeout
– Range 5 to 30 minutes (default 5)
 Enable VoiceView Express
The administrator can configure the maximum number of minutes that a VoiceView Express
session can remain idle. The timeout is a systemwide parameter and cannot be configured for
individual subscribers or groups. The default limit per session is 5 minutes (range 5–30
minutes). VoiceView Express is enabled by default.
To configure the VoiceView Express service, navigate to Voice Mail > VoiceView > Express
Service configuration window.
Active VoiceView Express sessions are terminated under the following scenarios:
 A new TUI or VoiceView Express session preempts and terminates an existing VoiceView
Express session.
 An active VoiceView Express session can be terminated using the service voiceview
session terminate mailbox-id CLI command in Cisco Unity Express EXEC mode.
Authentication Manager
The Cisco Unity Express system starts an authentication server that acts as the primary
authentication server for VoiceView Express.
Authentication Manager
CME(config-telephony)#
url authe ntic atio n http://cue-i p/voiceview/authe ntication/authenti cate.do
 Cisco Unity Express starts an authentication server that acts as the

primary authentication server for VoiceView Express.
 IP phones learn the authentication server URL during the
registration process of the phone.
 The Cisco Unified Communications Manager Express authentication
server URL points to the Cisco Unity Express authentication server.
Authentication URL

Express IP Phone Communications
Manager Express
The Authentication Manager is a network server that processes authentication requests for IP
phone tasks. The IP phones learn the authentication server URL during the phone registration
process.
The Cisco Unified Communications Manager Express administrator must ensure that Cisco
Unified Communications Manager Express authentication server URL points to the Cisco
Unity Express authentication server. The URL format is:
http://CUE-hostname/voiceview/authentication/authenticate.do.
The authentication service can be used with any phone service application on the network.

Phone Service
The VoiceView Express service must be enabled for IP phones.
Phone Service
CME(config-telephony)#
url service http://cue-ip/voiceview/common/login.do
 Enable the VoiceView Express service on IP phones.
 Configure the Cisco Unified Communications Manager Express
service URL.
 Points to Cisco Unity Express server VoiceView Express login
Services button
The administrator must enable the VoiceView Express service on IP phones. Configure the
Cisco Unified Communications Manager Express service URL to point to the Cisco Unity
Express server VoiceView Express login. The URL format is http://<cue-
ip>/voiceview/common/login.do.
The IP Phone Services button is used to access the Cisco Unity Express VoiceView Express
service login.
Using VoiceView Express
Subscribers must log in to use the Cisco Unity Express VoiceView Express service.
Using VoiceView Express
 Press the Services Button, then select CME Service URL.
The IP Phone Services button is used to access Cisco Unity Express VoiceView Express
service login as follows:
 Select CME Service URL.
 Subscribers enter their mailbox ID and PIN in the VoiceView Express service login menu,
then press Submit.
 The subscriber does not need to be at a subscriber-associated IP phone. VoiceView Express
can be accessed from any IP phone using the Services button.
VoiceView Express menus allow the subscriber to perform the following:

 Manage the voice-mail Inbox; for example, read or delete messages.
 Send messages.
 Configure options such as Greetings, Message settings, and personal settings.
 Additional options may be available depending on the user privileges—for example,
Administer Broadcast Messages.
Note If your voice mailbox was not initialized and you do not have a PIN, you cannot log in to
Cisco VoiceView Express. To enable access, first call your voice mailbox from your
extension. Set up your voice mailbox using the voice-mail system telephone user interface.

VoiceView Express Sessions
The administrator can display the active Cisco Unity Express VoiceView Express sessions.
VoiceView Express Sessions
 Voice Mail > VoiceView > Sessions

 Displays all active VoiceView Express sessions
 Terminate selected VoiceView Express sessions
Navigate to the Voice Mail > VoiceView > Sessions window to view or terminate VoiceView
Express sessions. You can select individual sessions to terminate or terminate all sessions.
The example shows an active VoiceView Express session for user ID jjones on the IP phone
with extension 1001 (MAC address 0024.C445.4B9B).
IMAP Messaging
This topic describes the Cisco Unity Express IMAP feature.
Integrated Messaging overview:

 Allows Integrated Messaging Access Protocol (IMAP) clients
to retrieve, delete, and change the state of voice-mail
messages from the following supported email clients:
– Microsoft Outlook 2007, 2003, 2002, and 2000
– Microsoft Outlook Express 6.0
– IBM Lotus Notes 6.0 and 6.5
– iPhone
 Integrated messaging is disabled by default.
 Cisco Unity Express does not support the ability to create,
send, or reply to voice mails from the email client.
 A “mailbox full” notification occurs when the capacity exceeds
97 percent.
Integrated messaging is a feature of Cisco Unity Express that allows users to manage voice-
mail messages by using an IMAP-compatible email client. The following clients are supported:
 IBM Lotus Notes (6.5, 6)
 Microsoft Entourage 2004 (for MacOS)
 Microsoft Outlook (2007, 2003, 2002, 2000)
 Microsoft Outlook Express 6.0
 iPhone
Integrated messaging on Cisco Unity Express is the convergence feature for voice-mail and
email systems. It allows subscribers to have an integrated view of their emails and voice-mail
messages from a single email client using IMAP version 4 revision1. Subscribers can delete
voice-mail messages or mark them as read or unread as they would for email messages.
Cisco Unity Express does not support the ability to create, send, or reply to voice mails from
the email client.
A “mailbox full” notification occurs when the capacity exceeds 97 percent.
Integrated Messaging is disabled by default.

Client Access
This section describes how IMAP clients access the Cisco Unity Express voice-mail system.
Client Access
 Voice-mail messages are downloaded as email attachments

 Subscribers can access or download voice-mail messages
over the network.
 Client email is configured with the user ID and password of
the Cisco Unity Express subscriber.
 SSL or non-SSL connection
New Messages
SSL
Cisco Unity
Express
Email Client
The client email is configured with the user ID and password of the Cisco Unity Express
subscriber. The subscriber must have network access to the Cisco Unity Express system. The
following types of connection are supported:
 Secure Sockets Layer (SSL)
 Non-SSL
The voice-mail messages are downloaded as attachments to email messages. Subscribers can
access the voice-mail messages over the network or can download them selectively.
If the messages are downloaded, subscribers can play them locally using standard media
players without requiring a connection to Cisco Unity Express.
Accessing voice-mail messages from General Delivery Mailboxes (GDMs) is not supported.
To access this feature, subscribers must be configured with the vm-imap privilege.
Subscribers cannot retrieve the following types of messages from their personal mailboxes:
 Broadcast messages
 Private messages
Integrated Messaging Server
This section describes how to enable the Cisco Unity Express Integrated Messaging server.
Integrated Messaging Server
 Enable the systemwide Integrated Messaging server.

– Voice Mail > Integrated Messaging
 Configure maximum sessions allowed
– Up to 50 depending on Cisco Unity Express module type
 Select the Security Mode
– SSL, None (non-SSL), or Mixed
 Specify session idle timeout
– Range 30 to 120 minutes
 Needs a restart if changed
– Disable, then Enable
The IMAP server must be enabled on Cisco Unity Express before the server allows email
clients to connect.
The IMAP server is not enabled by default, and is enabled on a systemwide basis.
Integrated messaging is available for personal mailboxes only.
Voice messages are received as email attachments in the form of .wav files.
Use this procedure to configure systemwide integrated messaging:
 Navigate to Voice Mail > Integrated Messaging.
 Check the Enable Integrated Messaging checkbox.
 Enter the Session Idle Timeout value, in minutes. When a user integrated message session
has been idle for this time period, the session is timed out and the user must restart. The
range is 30 to 120 minutes. The default is 30 minutes.
 Enter the Maximum Sessions Allowed value, or the number of concurrent integrated
message sessions that can run on the Cisco Unity Express system. The range depends on
the Cisco Unity Express hardware.
 Choose the Security Mode from the drop-down list. None (non-SSL) is the least-secure
mode. SSL is the most secure. Mixed mode allows both SSL and non-SSL connections.
 Click Apply to save your settings.

The IMAP server must be restarted when changes are made in this window. To restart the
server, the administrator must disable, and then enable the IMAP server:
 Uncheck the Enable Integrated Messaging check box.
 Click Apply.
 Check the Enable Integrated Messaging check box.
 Click Apply.
User Integrated Messaging Privilege
Assign Integrated Messaging privileges to groups.
User Integrated Messaging Privilege
 IMAP users must belong

to a group with Integrated
Messaging privileges.
 Enable IMAP privilege for
mailbox
– Configure > Groups
 Check the vm-imap
check box.
 Repeat for each General
Delivery Mailbox.
IMAP users must belong to a group with Integrated Messaging privileges. To enable IMAP
privilege for mailboxes, follow this procedure:
 Navigate to Configure > Groups
 Check the vm-imap check box. This check box specifies that the existing group will have
access to the Integrated Messaging capability. Repeat this step if more than one group will
have Integrated Messaging access.
Repeat for each General Delivery Mailbox group that has the vm-imap privilege.

IMAP Client
IMAP users must belong to a group with Integrated Messaging privileges.
IMAP Client
 IMAP email client

access
– Microsoft
 Message to jjones User Login
from Fred Bloggs To IMAP
Server
IMAP clients can be configured to access the Cisco Unity Express IMAP server. The example
shows a Microsoft Outlook 2007 email IMAP client. Follow this procedure:
 Add a new account or profile for IMAP access (use the Mail menu in the Microsoft
Control Panel).
 Select IMAP for the Account Type.
 Specify the Cisco Unity Express IP address for incoming and outgoing mail servers.
 Configure the Logon Information. The User Name and Password must match the Cisco
Unity Express user ID (user jjones) for the subscriber.
The user jjones has accessed the Cisco Unity Express IMAP server and retrieved voice-mail
messages using Microsoft Outlook 2007. The voice-mail messages are attachments to email
messages placed in the jjones inbox. Open the attached .wav recorded voice mail, in this
example VM_2010.04.06_16.09.53.wav.
Summary
Summary
 The import feature simplifies the task of adding existing Cisco

Unified Communications Manager (Express) users in Cisco
Unity Express.
 The User GUI provides user access to mailbox settings.
 The Message Notification feature allows users to receive
messages on devices such as cell phones or pagers.
 Privilege levels provide restricted GUI access to user
accounts.
 Users can browse their messages on their IP phone using
VoiceView Express.
 IMAP supports receiving messages on email clients.
This lesson described the Cisco Unity Express user configuration. The message notification
VoiceView Express and Integrated Messaging features were covered.

Lesson 5
Understanding Cisco Unity

Express Auto Attendant
Overview
Many businesses require an automated system for processing inbound calls. For example, when
customers call the business number, they hear a welcome message and are prompted to press
telephone buttons for different services. This type of service is referred to as an automatic
attendant. This lesson describes the Cisco Unity Express Auto-Attendant application.
Objectives
Upon completing this lesson, you will be able to describe how the Cisco Unity Express Auto-
Attendant application works and how it is configured. This ability includes being able to meet
these objectives:
 Describe the Cisco Unity Express Auto-Attendant application
 Describe the scripts in Cisco Unity Express and their characteristics
 Describe call handling in Cisco Unity Express
 Show an example where a call triggers the application and, based on the business hours or
day, the call is processed in different ways
Cisco Unity Express Auto-Attendant Application
This topic describes the Cisco Unity Express Auto-Attendant application.

Overview
 Answers calls and allows callers to self-direct by entering an

extension or name or by dialing 0 for the operator
 Created and customized in the Cisco Unity Express Editor or in the
Cisco Unity Express Editor Express GUI
 Can be administered via TUI
– Record auto-attendant prompts from an IP phone or a computer
with a microphone
 Provides Emergency Alternate Greeting (EAG)
– Alert callers to temporary schedule changes caused by bad
weather and other unexpected events
“Welcome to Cisco
Systems.” Call
PSTN
Cisco Unity
Express
The Cisco Unity Express Auto Attendant functionality plays messages that callers hear when
they dial the company telephone number and provides prompts to guide callers to specific
extensions or employees.
Cisco Unity Express can have more than one auto-attendant application per system at the same
time. This configuration allows callers to dial different numbers to reach different sets of
prompts and menus. If the default system auto-attendant is not acceptable, customized versions
may be constructed. This option allows a customer to use custom prompts and custom call
flows in the auto-attendant function.
Use the Cisco Unity Express Editor Express GUI to construct a custom auto-attendant. This
editor allows for the easy construction of scripts by using prebuilt modules, called steps. Place
the logic-block steps in a specific order to provide the required service. You can then save these
steps to a script that you can upload to the Cisco Unity Express module.
Within the auto-attendant, it is often desirable to have a message that is set up to play at the
front of the auto-attendant script during an emergency. This design allows the administrator to
toggle the Emergency Alternate Greeting (EAG) on and off through the telephone user
interface (TUI) by using an IP phone and dialing the Administration via Telephone (AvT)
number.
The EAG can be activated and deactivated in the following ways:
 Through the TUI
 Through the GUI (based on the existence or absence of the AltGreeting.wav prompt file)
The EAG is recorded through the TUI or offline and uploaded into the system. If uploaded, it
must have the filename AltGreeting.wav.
If active, the EAG is played before the welcome greeting of the system auto-attendant and a
Boolean variable of “greetingactive” is returned as “true.”
If the EAG is included in custom auto-attendant scripts, a call to a subflow to checkaltgreet.aef
must be inserted in the script at the desired location.
If the EAG is deactivated through the TUI, the current prompt (AltGreeting.wav) is deleted.
If the EAG is activated through the TUI, the recorded prompt is stored as AltGreeting.wav.

Cisco Unity Express Auto Attendant Operation Example
This section describes the Cisco Unity Express Auto Attendant operation by using an example.

Operation Example
 Three call-in numbers are configured, each with a different

auto-attendant application assigned to it.
 Calls to 5551212 are handled by General AutoAttendant
General AutoAttendant:
“Welcome to ACME
555-1212 Publications ...”
Specific AutoAttendant:
555-6789 “Welcome to the ACME
PSTN
automotive center …”
555-2333 Specific AutoAttendant:

“Welcome to ACME
graphic services …”
Enterprises commonly have multiple phone numbers and want a different auto-attendant for
each. This setup allows an enterprise to customize the interaction of the caller that is based on
the number dialed. You can also associate multiple phone numbers to run the same auto-
attendant. If additional customization is required, a custom script can be constructed and
associated with a phone number.
The figure shows an example where an enterprise called ACME has three divisions. Each
division requires a different auto-attendant. A separate call-in number is used to direct the call
to the correct auto-attendant script for each division:
 Call-in number 5551212 is associated with the General Auto Attendant with the greeting,
“Welcome to ACME Publications …”
 Call-in number 5556789 is associated with the Specific Auto Attendant with the greeting,
“Welcome to ACME automotive center …”
 Call-in number 5552333 is associated with the Specific Auto Attendant with the greeting,
“Welcome to ACME graphic services …”
Cisco Unity Express Auto Attendant Features
This section describes the Cisco Unity Express Auto-Attendant features.

Features
Cisco Unity Express script editor options:

 Scripts prepared online or offline:
– Online using Cisco Unity Express Editor Express GUI
– Offline using Cisco Unity Express Editor for PC and
uploaded to the Cisco Unity Express system
 Maximum of eight custom auto-attendant applications
resident on system
– Also default system auto-attendant
 Maximum of 16 scripts
 Large maximum number of steps per auto-attendant scripts
 No limit on the number of nesting levels within each auto-
attendant script
Administrators can create an auto-attendant script file using either of the following methods:
 Offline, using the Cisco Unity Express Editor PC software and uploaded to the Cisco Unity
Express system. Cisco Unity Express Editor is a full-featured script editor that is based on
Microsoft Windows. The Cisco Unity Express Editor for PC is not covered in this course.
 Online, using Cisco Unity Express GUI, which allows simple script editing on the Cisco
Unity Express system.
In addition to the default system auto-attendant, Cisco Unity Express supports a maximum of
eight custom auto-attendant applications resident on system. Cisco Unity Express supports the
following:
 A maximum of 16 scripts
 Large maximum number of steps per auto-attendant script
 No limit on the number of nesting levels within each auto-attendant script

Script Editor Comparison
This section shows a comparison of the Cisco Unity Express script editors.
Script Editor Comparison
 The table shows a comparison of Cisco Unity Express Editor

PC software and the Cisco Unity Express GUI.
Cisco Unity Express Editor Cisco Unity Express Editor PC

Express GUI
Directly configures Cisco Unity Configured offline on PC and
Express in real time. downloaded to PC.
Provides only basic script features Feature rich. Advanced script

such as modifying prompts, dial- creation. Includes adding new
by-name, dial-by-extension, and variables such as calling number
transfer. trigger.
Simple, easy to use, and intuitive More complex. Very powerful

menu. step-by-step creation of scripts.
No debug. Not required due to Script validation and detailed
simple menu interface. online or offline debugging.
Cisco Unity Express Editor Express is a simplified web-based GUI editor with fewer options
compared to the full-featured Cisco Unity Express Editor script editor, which is based on
Microsoft Windows.
Cisco Unity Express Editor Express provides high-level steps that enable administrators to
create or modify auto-attendant scripts that can then be opened and viewed using the full-
featured Cisco Unity Express Editor. These high-level steps are the equivalent of a set of steps
in the full-featured script editor. For example, features such as Dial-by-Name are represented as
one option using drop-down menus.
The PC-based Cisco Unity Express Editor script editor provides feature rich, advanced script
creation, and troubleshooting. Administrators can add new script variables such as a calling
number trigger. Scripts can be tested and verified offline before uploading them to
Cisco Unity Express Editor Express provides only basic script features such as modifying
prompt, Dial-by-Name, Dial-by-Extension, and Transfer. Script changes are applied directly to
Cisco Unity Express in real time when the script is saved. Troubleshooting script issues is
difficult because the Cisco Unity Express Editor Express does not provide any script
debugging.
When creating a new script, Cisco Unity Express Editor Express also provides a basic script
template that can be customized. It is possible to save incomplete scripts and return to them
later. In a few situations in which an incomplete script is saved, it might not be usable with the
Cisco Unity Express Auto-Attendant application. For example, if a script requests a transfer
without providing the number, Cisco Unity Express Editor Express sends an error message and
does not allow the user to save the script.
Cisco Unity Express Editor Express uses the same AEF file format as the full-featured Cisco
Unity Express Editor script editor. Therefore, administrators can use the full-featured Cisco
Unity Express Editor script editor to open and modify a script that is generated by Cisco Unity
Express Editor Express. However, the reverse is not true, administrators cannot use Cisco Unity
Express Editor Express to open and modify a script that is generated by the full-featured Cisco
Unity Express Editor script editor.

Cisco Unity Express Auto Attendant Configuration Steps
This section describes the steps to configure the Cisco Unity Express Auto Attendant.

Configuration Steps
 Configure Cisco Unified Communications Manager Express

with a dial peer for the auto-attendant.
 Prepare the script via the Cisco Unity Express Editor PC or
via Cisco Unity Express Editor Express GUI.
– Upload any offline scripts to Cisco Unity Express.
 Create and upload any required prompts.
 Add an application on Cisco Unity Express.
 Associate the script with the application.
 Set the number of ports and the pilot number for the
application.
– Call-in number
 Test the application by calling the pilot number.
Perform the following steps to configure the Cisco Unity Express Auto Attendant:
 Configure Cisco Unified Communications Manager Express with a dial peer for the auto-
attendant.
 Prepare the script via the Cisco Unity Express Editor Express GUI or Cisco Unity Express
Editor PC.
 Upload any offline scripts to Cisco Unity Express.
 Create and upload any required prompts.
 Add an application on Cisco Unity Express.
 Associate the script with the application.
 Set the number of ports and the call-in number (pilot number) for the application.
 Test the application by calling the pilot number.
Call-In Numbers
This section describes the Cisco Unity Express call-in numbers.
Call-In Numbers
 Call-in numbers are extension numbers that access a system application

(System > Call-in Numbers)
– voicemail, autoattendant, and promptmgmt
 Configure the type:
– Cisco Unified SRST (Cisco Unified Communications Manager Express)
– CCM (Cisco Unified Communications Manager)
– Or both
 Modify existing application parameters such as Maximum Sessions,
Language, and Application
 Add new call-in numbers
– Different language voicemail
Call-in numbers are extension numbers that access a system application such as voicemail,
autoattendant, and promptmgmt.
The call-in number Type(s) field defines what type of system the call is coming from as
follows:
 Cisco Unified Survivable Remote Site Telephony (Cisco Unified SRST) (Cisco Unified
Communications Manager Express)
 CCM (Cisco Unified Communications Manager)
 Both Cisco Unified SRST and CCM can be selected at the same time
The Cisco Unity Express administrator can modify existing application parameters such as
Maximum Sessions, Language, and Application. New call-in numbers can be added; for
example, with a different language prompt for voice mail.
Navigate to System > Call-in Numbers. The System Call-in Numbers window appears and
contains the configured call-in numbers in a table with the following fields:
 Call-in Number: Extension that the caller dials to access a system application. These
numbers can also be entered when configuring the auto-attendant or configuring call-
handling voice-mail parameters.
 Application: Application that is reached when the call-in number is dialed. Valid values
are any custom applications that you have created, and the system defaults:
— Voice-mail: Default voice-mail application
— Autoattendant: Default auto-attendant application.
— Promptmgmt: Default AvT application

 Type: CCM, SRST
 Enabled: Shows whether the application is enabled
 Maximum Sessions
 Language: Language can be specified or system default.
Default System Autoattendant
This section describes the default system autoattendant.
Default System Autoattendant
 Cannot be downloaded, uploaded, or deleted

– Can be deactivated
 Uses script file aa.aef
 Maximum six sessions
 Administrator can change the default script parameters
Play auto-attendant
script aa.aef
Call to auto-attendant
Cisco Unity
Express
Cisco Unity Express comes with a default auto-attendant called system autoattendant. The
default system autoattendant maps to a script called aa.aef. The.aef file extension must be used
on all customized scripts.
It is not possible to download the aa.aef script or view it in the Cisco Unity Express Editor PC
software.
It is possible to modify some script parameters through the GUI web pages; for example, the
opening greeting .wav file. The administrator can activate the EAG by using the TUI.
The default system autoattendant application is also known as the “system script” or “system
AA.” This default script supports basic functions such as dial-by-extension, dial-by-spelling of
the username, and call operator functions. If additional functionality is required, the
administrator must create a customized auto-attendant script.
The aa.aef script supports holiday lists and business hours schedules. When a call reaches the
auto-attendant, the system determines whether the current day is a holiday. If it is, the system
plays a holiday prompt called AAHolidayPrompt.wav, which states “We are closed today.
Please call back later.” The script then executes the next operation in the script. If the current
day is not a holiday, the system determines whether the business is open or not at the time of
the call. If the business is open, the system plays the AABusinessOpen.wav prompt, which is an
empty file. If the business is closed, the system plays the AABusinessClosed.wav prompt,
which states, “We are currently closed. Please call back later.”

Cisco Unity Express Auto-Attendant Configuration
This section describes the Cisco Unity Express Auto-Attendant configuration.

Configuration
Configure script
parameters:
 Voice Mail >
Auto Attendant
 Select script
 Optional Call-in
Number
 Configure
prompts
 Allow External
Transfers
 Enable Dial-by-
extension and
dial-by-name
Navigate to Voice Mail > Auto Attendant to view or modify auto-attendant properties.
Attributes include the following:
 Application Name: Name of the auto-attendant
 Call-in Number (optional): Auto-attendant access number
 Maximum sessions
 Script: Auto-attendant script
 Enabled: Defines if the auto-attendant is enabled
 allowExternalTransfers
 Prompts
 dialByExtAnytime: Enables or disables dial-by-extension
 dialByFirstName: Enables or disables dial-by-name
 welcomePrompt: Default is AAWelcome.wav
 operExtn: Default is none
 holidayPrompt: Default is AAHolidayPrompt.wav
 businessOpenPrompt: Default is AABusinessOpen.wav
 businessClosedPrompt: Default is AABusinessClosed.wav
 businessSchedule: Default is systemschedule
 disconnectAfterMenu: Default is false
 allowExternalTransfers: Default is false
Prompts and Scripts
This topic describes Cisco Unity Express scripts and prompts.
Prompts
 Five prompts exist by default for auto-attendant operations

– AAWelcome.wav, AAHolidayPrompt.wav,
AASPlayExtensions.wav, AABusinessClosed.wav, and
AABusinessOpen.wav
To view a list of voice-mail prompts, choose System > Prompts. The window displays the
following fields:
 Language: Optionally select a language from the drop-down Languages list.
 Prompt Name: Filename of the prompt. To sort by prompt name, click Prompt Name.
 Creation Date: Date on which the .wav file was created. To sort by creation date, click
Creation Date.
 Size (Bytes): Size, in bytes, of the prompt file. To sort by size in bytes, click Size (Bytes).
 Length (Seconds): Length, in seconds, of the prompt file. To sort by length in seconds,
click Length (Seconds).
 Rows per page: To increase the number of rows that are shown on the page, choose the
desired number of rows that will be shown on the page and click Go.
Cisco Unity Express has five prompts by default.

 AABusinessClosed.wav
 AABusinessOpen.wav
 AAHolidayPrompt.wav
 AASPlayExtensions.wav
 AAWelcome.wav

Custom Prompts
This section describes custom prompts.
Custom Prompts
 Administrators can upload their own prompts from a drop-

down list.
 Prompt format for files must be .wav:
– G.711 mu-law, 8 kHz, 8 bit, mono
 Error checking is performed on the file format during upload
from the GUI.
 1-MB file size limit on any prompt
 Total custom prompts size:
Module Prompts (Megabytes - Minutes)
AIM2 25 – 50
NME 125 – 250
ISM-SRE-300 125 – 250
SM-SRE-700 125 - 250
The prompt is an audio file. The administrator can create a WAV file with the following
format:
 G.711 mu-law, 8 kHz, 8 bit, mono.
 The file cannot be larger than 1 MB (about 2 minutes).
After recording new WAV files, upload the prompt files to the Cisco Unity Express module.
The upload can be performed with the following two options:
 Administrators can create and upload their own prompts from a GUI drop-down list.
Navigate to Voice Mail > Prompts and select Upload.
 Administrators can also use the Cisco Unity Express command-line interface (CLI) ccn
copy url command.
Error checking is performed on the file format when it is uploaded from the GUI.
Cisco Unity Express provides a built-in application that is called AvT, which lets
administrators record customized prompt files directly on the module using a telephone.
The maximum prompt file size is 1 MB for a single prompt. The total custom prompts size per
language is defined in the table in the figure.
Administration Via Telephone
This section describes AvT.
Administration Via Telephone
Deleting, recording, rerecording, and listening to prompts:

 Through TUI or an offline system, then upload to Cisco Unity
Express
Cisco Unity Express Administrator GUI:

 View the list of prompts on the system
 Upload or download prompts
 Assign prompts to auto-attendant script parameters
TUI access:
 Extension and PIN required; administrator privileges
 Entry point phone number defined for TUI
 System script menu associated with TUI
 Call into the TUI number (from IP phone or PSTN); script walks
caller through managing and recording prompts
 Prompts saved with a unique filename: UserPrompt_DateTime.wav;
(for example: UserPrompt_08182003132334.wav)
Administrators can use AvT on the TUI to record a greeting or prompt. AvT features include
deleting, recording, rerecording, and listening to prompts.
Dial the AvT telephone number and select the option to record a greeting. A script walks the
caller through managing and recording prompts.
Save the file when recording is complete. AvT automatically saves the file in Cisco Unity
Express. The AvT prompt filename has the format UserPrompt_DateTime.wav, for example:
UserPrompt_11152003144055.wav.
The CLI commands or GUI options can be used to rename the file with a meaningful name, as
follows:
 System > Prompts GUI window
 ccn rename prompt command
The Cisco Unity Express Administrator GUI can be used to view the list of prompts on the
system, as well as to upload or download prompts and assign prompts to auto-attendant script
parameters.
TUI access requires the following:
 Extension and PIN required with administrator privileges
 Entry point phone number that is defined for TUI
 System script menu that is associated with TUI
Cisco recommends using the AvT on the TUI to record greetings and prompts because the AvT
provides higher sound quality as compared to WAV files that are recorded using other methods.

Uploading and Downloading Prompts
This section describes how to upload and download prompts.
Uploading and Downloading Prompts
 Prompt Upload and Download buttons

 Single file download from Cisco Unity Express to PC
 Browse local PC for .wav file upload
Use the following procedure to download a prompt:

 Choose System > Prompts. The System Prompts window appears.
 Check the box next to the prompt that you want to download.
 Click Download.
 In the File Download window, click Save to save the file to your computer.
 In the Save As window, navigate to the folder where you want to save the file and click
Save.
Use the following procedure to upload new voice-mail prompts:

 Choose System > Prompts. The System Prompts window appears.
 Click Upload. The Upload window appears.
 Enter the appropriate information in the following fields:
— Language: the language for the prompt.
— Source File Name: path to the file you want to upload. Click the Browse button to
help you find the directory with the file you want to upload.
— Destination File Name: Enter the same filename as shown in the Source File name
field or a new filename for the prompt. This file should be in WAV format.
 Click to overwrite the destination file, if it exists.
 Click Upload to save your changes.
Note It is also possible to upload a prompt by configuring auto-attendant script parameters.
Default System Scripts
This section describes the default system scripts.
Default System Scripts
A number of default scripts exist in the system, including:

 aa.aef: The system autoattendant.
 aasimple.aef: A simplified auto-attendant to state a small number of
names.
 checkaltgreet.aef: The script that plays the Emergency Alternate
Greeting (EAG) before the system autoattendant.
 msgnotify.aef: The script that is used for SIP endpoint MW I
notification.
 promptmgmt.aef: The script that controls the prompt management
system (PMS).
 setmwi.aef: The script that controls the MW I light (on or off).
 voicebrowser.aef: The script that controls voice-mail interaction.
 xfermailbox.aef: The script that is used to transfer a caller to a
mailbox.
This figure shows the system scripts that are present after the installation of Cisco Unity
Express. The system uses the following eight default scripts to perform system functions:
 aa.aef: The system autoattendant that plays by default.
 aasimple.aef: A simplified auto-attendant that is used to process alternate, holiday, and
business hour greetings.
 checkaltgreet.aef: A subflow that checks for the existence of the AltGreeting.wav file and
plays it if present; can be invoked by custom scripts.
 msgnotify.aef: Used to enable Message Waiting Indicator (MWI) functionality on Session
Initiation Protocol (SIP) endpoints
 promptmgmt.aef: Used by the TUI when it is called; controls the prompt management
system (PMS).
 setmwi.aef: Used by the system to set the MWI lights on or off. This script is used with the
Cisco Unified Communications Manager Express MWI ephone-dns for Skinny Client
Control Protocol (SCCP) endpoints.
 voicebrowser.aef: Used when voice mail is called.
 xfermailbox.aef: Used to transfer a caller to a mailbox.

Scripts
This section describes how to view scripts in Cisco Unity Express.
Scripts
 Navigate to System > Scripts

 System scripts are indicated with an asterisk and cannot be
modified or deleted.
 Show System Scripts or Hide System Scripts button
To view or modify scripts, choose System > Scripts. A button is available to view or hide the
system scripts. The System Scripts window displays the following fields:
 Script Name: Filename of the script. To sort by script name, click Script Name.
 Type: AA (stands for auto-attendant) or IVR (stands for interactive voice response).
 Creation Date: Date on which the script file was created. This information is read from the
script file properties. To sort by creation date, click Creation Date.
 Last Modified Date: Date on which the script was last modified. This information is read
from the script file properties. To sort by the date last modified, click Last Modified Date.
 Size (Bytes): Size of the script. This information is read from the script file properties. To
sort by size in bytes, click Size (Bytes).
 To increase the number of rows that are shown on the page, choose the desired number of
rows that will be shown on the page and click Go.
Administrators can create new scripts. Use the following procedure to configure a new script:
 Choose System > Scripts. The System Scripts window appears.
 Click New. The Cisco Unity Express Editor Express window is displayed, which contains
an untitled.aef (unsaved) script.
 Configure the new script settings by performing the following tasks:
— Check the Allow Dial-by-Extension anytime check box to allow dial-by-extension
at any time during the main menu.
— Check the Allow menu choices to overlap with extensions check box to allow
menu options to overlap with the extension dial plan.
— Enter the desired extension length into the Extension Length field.
— Check the Allow external transfers check box to allow external transfers.
— Click Save. A pop-up window appears prompting you to enter a script name.
— Enter a script name and save the file by clicking OK. An .aef extension is
automatically added if you save the file.
Note System scripts are indicated with an asterisk and cannot be modified or deleted. Scripts that
the administrator creates do not have an asterisk and can be edited.

Uploading Scripts
This section describes how to upload scripts to Cisco Unity Express.
Uploading Scripts
 Script Upload and Download buttons

 Single file download from Cisco Unity Express to PC
 Browse local PC for .wav file upload
The System Scripts window can be used to upload or download scripts, create new scripts,
delete scripts, or view scripts.
Use the following procedure to upload a new script:
 Click Upload. The Upload window appears. In the Upload dialog box, perform the
following tasks:
— Enter the source filename or path to the file you want to upload. Click the Browse
button to help you find the directory that contains the file you want to upload.
— Enter the destination filename (required). Enter the same filename as shown in the
Source File name field or a new filename for the script.
— Click the box to overwrite the destination file, if the file exists.
— Click Upload to save your changes.
Editing Scripts
This section describes how to edit scripts in Cisco Unity Express.
Editing Scripts
 Scripts created with the Cisco Unity Express Editor Express

GUI can be edited.
 Upload, download, and select prompts.
 Enable dial-by-extension and external transfers.
Only scripts that are created with Cisco Unity Express Editor Express may be edited using the
Cisco Unity Express Editor Express GUI interface in the browser window. These scripts appear
in the System Scripts table with an Edit button next to the script name.
The Cisco Unity Express Editor Express GUI provides drop-down selection options for
prompts and time-based schedules. These options must exist in the Cisco Unity Express system
to appear in the drop-down menus.
Check box options allow for easy configuration of Dial-by-Extension and Allow External
Transfer features.
The administrator can configure actions for user input. For example, configure the dial-by-
name feature to activate when the user presses the 2 key.
Scripts that are created with the windows-based Cisco Unity Express Editor are only editable
using the same editor and do not have an Edit button next to the script name in the Cisco Unity
Express Editor Express GUI window.

Call Handling in Cisco Unity Express
This topic describes the configuration of call handling features such as the extension number
that triggers a script.
Call Flow
 Calls to a Cisco Unity Express call-in number trigger the

associated application.
– For example, a call to the auto-attendant
 The application script runs
– Script performs action and prompts such as dial-by-
extension or return-to-operator
 Example: calls to the auto-attendant extension 2500 trigger
the auto-attendant script.
Call-in Number Play welcome prompt,
2500 Forward to Operator,
Call To 2500 Dial-by-Extension
PSTN
Cisco Unity
AAScript
Express
Cisco Unity Express can be configured to use multiple scripts. For example, you may want to
create separate scripts for the Sales and Support Departments of an organization. Each script
will be activated by a separate telephone number or call-in number as follows:
 Calls to a Cisco Unity Express call-in number trigger the associated application; for
example, the Sales Auto Attendant.
 Once triggered, the application script runs.
The script performs actions and prompts based on user input. The caller is prompted to choose
menu options such as Dial-by-Extension or Return-to-Operator.
Example
Calls to the auto-attendant extension 2500 trigger the auto-attendant script called AAScript.
The AAScript plays a welcome prompt informing the caller about the input choices available.
Managing Triggers Using the GUI
This section describes how to manage the application triggers using the Cisco Unity Express
GUI.
Managing Triggers Using the GUI
 Configure or view directory number triggers using the GUI

 Verify maximum sessions
 System > Call-in Numbers
The GUI could have been used to configure SIP triggers instead of the CLI. The System >
Call-in Numbers menu is used to configure or view directory number triggers. The CLI and
GUI configuration parameters are the same: Application, Maximum Sessions, and Enabled.
The Type field is also available in the GUI window:
 Type SRST mode uses SIP.
 Type CCM mode uses Java Telephony Application Programming Interface (JTAPI)
 Maximum of 12 SIP and JTAPI triggers per Cisco Unity Express system
In this figure, Call-in Numbers 2500 and 2592 were added using the CLI commands on the
previous slides.
The following example CLI is used to add the Call-in Numbers 2500 and 2592 in Cisco Unified
SRST mode for Cisco Unified Communications Manager Express:
application "autoattendant"
enabled
maxsessions 4
end trigger

application "promptmgmt"
enabled
maxsessions 1
end trigger

The following example CLI is used to add the single Call-in Number 4000 using Cisco Unified
SRST mode for Cisco Unified Communications Manager Express and CCM mode for Cisco
Unified Communications Manager (CCM mode uses JTAPI):
ccn trigger jtapi phonenumber 4000
application "voicemail"
enabled
maxsessions 6
end trigger

application "voicemail"
enabled
maxsessions 6
end trigger
Application Ports
This section describes how to manage the Cisco Unity Express application ports.
Application Ports
 The number of application ports cannot exceed the available

Cisco Unity Express module ports.
 Configure maximum sessions so that each application will
have at least one port available for an incoming call.
 Example: Module maximum 8 ports, 3 applications each with
maximum 4, 3, and 3 ports. Worst case scenario comes if any
two applications reach maximum sessions; 4 + 3 = 7 ports
used. Module Maximum 8 Ports
2500
Calls
2591 Auto-attendant Maximum 4 Ports
PSTN Voice mail Maximum 3 Ports
2592 Prompt Maximum 3 Ports
Cisco Unity
Express
One of the parameters that administrators may configure for the voice-mail and auto-attendant
applications is the maximum number of callers who can concurrently access the application at
any specific time. This parameter, called maxsessions, is limited by the number of ports on the
Cisco Unity Express module.
Consider the expected call traffic when assigning the number of ports to an application. One
application might need more available ports than another, but each application must have at
least one port available for incoming calls.
For example, the Cisco Unity Express module has four ports and the administrator assigns four
to the voice-mail application maxsessions and four to the auto-attendant maxsessions (ports can
be assigned to both applications). If four callers access voice mail simultaneously, no ports will
be available for auto-attendant callers. To ensure that at least one port is available for auto-
attendant callers, only zero, one, two, or three callers can be accessing voice mail
simultaneously.
Suppose, instead, that the administrator assigns three ports to the voice-mail maxsessions and
three to the auto-attendant maxsessions. At no time will one application use all the ports. If
voice mail has three active calls, one caller can access auto-attendant. A second call to auto-
attendant will not go through at that moment.
Similarly, the administrator must assign the maxsessions parameter to each application trigger,
which is the telephone number that activates the script of the application. The value of the
maxsessions of the trigger cannot exceed the maxsessions value of the application.

Example
The Cisco Unity Express module has a maximum of eight ports available. Three applications
(called Auto-Attendant, Voicemail, and Prompt Management) are each configured with 4, 3,
and 3 ports maximum, respectively. In the worst case scenario, if any two applications reach
maximum sessions, there will always be at least one port available for the remaining
application. That is, if the application called Auto-Attendant and another application are full,
the total ports in use is 7 (4 + 3), therefore leaving one port free.
Cisco Unity Express Editor Express
This topic describes the steps that are required to create and manage scripts.
Cisco Unity Express Editor Express
 System > Scripts > Add Action button allows administrators to

customize call handling
 Submenu allows nested levels of call handling
 Upload new prompts
The administrator can use the Cisco Unity Express Editor Express GUI to configure scripts on
the Cisco Unity Express system. Use this procedure to configure call flows from the Cisco
Unity Express Editor Express window:
 Click New. The Cisco Unity Express Editor Express window appears.
Choose a prompt for the following scripts:

 Welcome prompt
 Holiday prompt
 Business schedule
 Business open prompt
 Business closed prompt
Select the Main Menu Prompt. Assign additional keys and menu actions by clicking the Add
Action button. The Add menu action window appears.
 Select the Key from the drop-down list to assign a Key to an Action. You can choose the
numbers 0–9, the asterisk (*) symbol, or the pound sign (#).
 Select the Action from the drop-down list to assign an Action to the Key:
— Play message
— Dial-by-name
— Dial-by-extension

— Transfer to extension
— Transfer to mail box number
— Submenu; another action can be added from this level
— Disconnect call
 Click Ok to save your settings or Cancel.
Basic Script Example
This topic describes a basic script case study example.
Case Study
The ACME company has just purchased Cisco

Unified Communications Manager Express and Cisco
Unity Express for a branch office:
 Management wants the auto-attendant to answer the phone
and present the caller with a custom greeting:
– “Welcome to ACME. Please press 1 if you know the
extension of your party. Please press 2 to enter the name
of the party you wish to reach.”
 A different greeting must be used outside of normal business
hours.
The case study presents a scenario for the example ACME Company. The ACME Company
has just purchased Cisco Unified Communications Manager Express and Cisco Unity Express
for an integrated branch office voice-mail solution.
When customers call ACME, the management wants the auto-attendant to answer the phone
and present the caller with a custom greeting:
 “Welcome to ACME. Please press 1 if you know the extension of your party. Please press 2
to enter the name of the party you wish to reach.
A different greeting must be used outside of normal business hours to indicate to customers that
the company is closed and to call back during normal working hours.

Planning
This section describes planning of the tasks that are required to achieve the ACME auto-
attendant solution.
Planning
Is the default system autoattendant sufficient?

 Yes, it could be modified to use the business hours schedule.
 ACME corporation would like to use a new script because
they may need to add additional scripts at a later stage.
Plan the tasks:

 Create and upload new prompts to update the prompt
selections.
 Update the business schedule.
 Create the new script and add the required actions.
 Configure the auto-attendant application.
 Test the auto-attendant application.
When the administrator is planning the tasks that are required to achieve the ACME auto-
attendant solution, the first question that is to be asked is: “Is the default system autoattendant
sufficient?”
The answer in this case is yes. It could be modified to use the business hours schedule.
However, the ACME Company would like to use a new script because they may need to add
additional scripts at a later stage and wish to establish the process for adding scripts from the
start.
The administrator must plan the tasks for creating the new script as follows:
 Create and upload new prompts.
 Update the business schedule.
 Create the new script and add the required actions. Update the prompt selections.
 Configure the auto-attendant application.
 Test the auto-attendant application.
Create a Business Hours Schedule
Create a new ACME business hours schedule.
Create a Business Hours Schedule
 Add a new schedule.

 Define the ACME business hours schedule.
Add a new ACME business hours schedule and define the business hours. Check the boxes that
correspond to the hours during which the ACME Company is open for business.

Create a New Script
Next, create a new ACME script.
Create a New Script
 Add a new script using the business hours schedule.
Business Hours
Prompts
Add Actions
Add a new script for ACME. Select the new ACME business hours schedule from the drop-
down menu.
Configure prompts that are as required, for example:
 Business open prompt
 Business closed prompt
 Welcome prompt
Add actions for telephone user input to achieve the desired result; for example:
 Press 1 if you know the extension of your party.
 Press 2 to enter the name of the party you wish to reach.
Create a New Auto-Attendant
Create a new ACME auto-attendant.
Create a New Auto-Attendant
 Configure Cisco Unified Communications Manager Express

with a dial peer to send calls to Cisco Unity Express.
 Add a new auto-attendant with the ACME script.
 Define the call-in number trigger for the auto-attendant.
– The call-in number will be created automatically if it is
configured when adding the auto-attendant.
Add a new auto-attendant application to use the ACME script. Configure the auto-attendant
application Language, Maximum Sessions, Type, and Enabled fields. Define the call-in number
trigger for the auto-attendant. The call-in number will be created automatically if configured
when adding the auto-attendant.
Configure Cisco Unified Communications Manager Express with a dial peer to send calls to

Test the Auto-Attendant Application
Finally, test the auto-attendant as follows:
Test the Auto-Attendant Application
 Test the application by dialing the auto-attendant number.

– Remember to test the failure and problem paths in the
script.
 Perform tests during and outside of business hours.
– Verify that a different prompt is played in each scenario.
Welcome to ACME
Call to ACME
Cisco Unity
Express
Finally, test the new auto-attendant application by dialing the auto-attendant call-in number.
Remember to test the failure and problem paths in the script. Perform tests during and outside
of business hours. Verify that a different prompt is played in each scenario.
Summary
Summary
 The default system autoattendant can be modified to allow

callers to self-direct by entering an extension or name.
 Administrators can use default scripts and prompts or
download new scripts and prompts to the Cisco Unity
Express module.
 The directory number that triggers the auto-attendant script is
configured as a call-in number.
 Business hours schedules allow for different prompts to be
played to callers at different times of the day.
This lesson described the Cisco Unity Express Auto Attendant application, how to use the
default system autoattendant, and provided examples on configuring custom prompts and
scripts.

Lesson 6
Troubleshooting Cisco Unity

Express
Overview
This lesson describes how to troubleshoot issues within a Cisco Unity Express voice-mail
solution. The lesson focuses on an integrated Cisco Unity Express voice-mail system with
Objectives
Upon completing this lesson, you will be able to describe the available traces that can be used
to troubleshoot issues that are related to voice mailboxes and the Message Waiting Indicator
(MWI). This ability includes being able to meet these objectives:
 Describe how to troubleshoot Cisco Unity Express issues on Cisco Unified
Communications Manager Express and on Cisco Unity Express
 Troubleshoot a SIP integration issue
 Troubleshoot an MWI issue
 Troubleshoot a subscriber and mailbox issue
Cisco Unity Express Troubleshooting
Methodologies
This topic describes Cisco Unity Express troubleshooting methodologies and tools.
Problem-Solving Methodology
 Best practice: follow a problem-solving methodology

Start Define Problem Finished
Gather Facts Document Facts
Consider Possibilities Problem Resolved
Create Action Plan

Yes
Implement Action Plan
Do
problem
Observe Results symptoms
stop?
No
Utilize Process
A structured approach to troubleshooting has been proven the most effective method. The
Cisco approach to troubleshooting is a proven and effective process for analyzing problems and
achieving the fastest resolution times.
Define Problem and Gather Facts

Defining the problem is the first step in the Cisco troubleshooting model. Analyzing
information helps to define the most likely cause of a problem. To analyze the information,
administrators must have knowledge of the systems being diagnosed. The first step is to gather
facts before formulating a thesis about the problem. The diagnosis of the problem or problems
is more accurate if this fact-gathering step is done, and the more accurate the diagnosis, the
more quickly you can solve the problem.
Create a problem statement while still gathering facts, but after collecting enough information.
The problem statement defines the problem in a specific, concise, and accurate manner.
Although you should continue gathering facts, a good problem statement makes it easier to
focus on the problem and ignore extraneous information.
Continue Gathering Facts

At this point, the problem needs more definition. Gathering detailed facts involves using
diagnostic tools to collect information specific to the network and to network devices that are
involved in the problem that is defined in the problem statement. You should also gather data
that eliminates other possibilities and helps further pinpoint the problem. As an example, to
verify that Layer 3 connections work, you could use tools such as ping, tracing routes, and
Telnet, thus systematically eliminating possible causes. It is important to gain as much
information as possible to refine the definition of the problem. Without a thorough and specific
definition, the problem is much more difficult to isolate and resolve.
Consider Possibilities
This step is used to contemplate the possible causes of the problem. Creating a very long list of
possible causes is quite easy. Therefore, gathering as much relevant information as possible and
creating an accurate problem statement is very important. By defining the problem and
assigning the corresponding boundaries, the resulting list of possible causes diminishes because
the list focuses on the actual problem and not on possible problems.
However, this list includes only possible causes. The administrator must create an action plan,
implement it, and then observe whether the changes that were made are effective. If they are
not effective, go back to the list of possible causes and check each of the possibilities in the
same way (create a plan, implement it, and observe the results) until the cause of the problem is
found.
Create and Implement the Action Plan

An action plan is the documentation of steps that you will take to remedy the cause of a
network problem. The facts that you gathered should have produced many possibilities for the
source of the problem. Now it is a matter of investigating each possibility.
When creating and implementing an action plan, it is important that the fix for one problem
does not create another problem. Before implementing an action plan, think it through, and
possibly even discuss it with other engineers. Ensure that the solution will fix the problem
without creating adverse side effects.
A good practice when creating and implementing action plans is to change only one thing at a
time. If multiple changes are needed, it is best to make the changes in small sets. This makes it
easier to keep track of what was done, what worked, and what did not work. The observation
step is much more effective when only a few changes are made at one time. If possible, make
only one change at a time.
Observe Results
Observing results consists of using the same methods and commands that were used to obtain
information to define the problem. This process enables the troubleshooter to determine
whether the changes that were implemented were effective.
Fixing the problem may require more than one change, but the administrator should observe
each change separately to monitor progress and to make sure that the change does not create
any adverse effects. After making the first change, you should be able to gather enough
information to determine whether the change was effective, even if it does not entirely solve the
problem.
After implementing all of the changes from the action plan and observing the results, verify
whether the action plan solved the problem. If the problem is solved, document the changes that
were made to the network.
If the changes did not work, go back and gather more information or create a new action plan.
While working through the action plan process, you might find more possible causes. Write
them down. If the current action plan does not work, you will have notes about other
possibilities to consider.
If you feel that you have exhausted all possible causes, go back and gather more information
that can give insight into more possible causes.

Repeat as Necessary
Iterations, or repetitions, of certain steps within the troubleshooting model will help you to
narrow down the causes of the problem. The administrator moves closer to solving the problem
as each cycle of the action plan is executed. Before moving on to repeating the action plan,
implementation, and observation process, undo any changes that had adverse effects or did not
work or fix the problem. The documentation of the changes that are made during each step of
the action plan will make it easier to undo the changes.
Document the Changes

Documentation is a part of troubleshooting. Keeping track of the changes that were made
(which configurations, routers, switches, or hosts were changed and when the changes
occurred) provides valuable information for future reference. There is always a possibility that
something that was changed affected something else that was not noticed at the time. If this
situation occurs, refer to the documentation to undo the changes. If a similar problem occurs in
the future, the administrator can refer to these documents to resolve the problem that is based
on what worked the last time.
Historical information is very useful in the case of a network failure. It provides a reference for
seeing which changes were most recently made to the network.
The Big Picture
The Big Picture helps when troubleshooting issues with Cisco Unity Express.
The Big Picture
Identify the main areas to consider when troubleshooting

calls forwarded to voice mail. Focus on the key
components:
 Cisco Unified Communications Manager Express
– IP phone configuration
– Voice-mail dial peer
 Cisco Unity Express
– Voice-mail application
– Subscriber configuration
Voice Mail Forward Call

Express Communications Ephone-dn
Manager Express
When troubleshooting, it is a good idea to identify the main areas and to focus on the key
components. A detailed understanding of the sequence of events is also useful. Looking in
depth at a specific area may not be helpful. For example, consider a situation where voice-mail
calls do not arrive at Cisco Unity Express. Detailed Cisco Unity Express troubleshooting is not
necessary because the problem area must be located somewhere earlier in the sequence of
events—perhaps in Cisco Unified Communications Manager Express.
To troubleshoot calls forwarded to voice mail, the key areas are as follows:
 Cisco Unified Communications Manager Express
— IP phone configuration
— Voice-mail dial peer
 Cisco Unity Express
— Voice-mail application
— Subscriber configuration

Verify the Cisco Unified Communications Manager Express configuration.

Manager Express
 Verify the Cisco Unified Communications Manager Express

configuration.
 Troubleshooting sequence from call forward through to voice-mail
dial peer.
dial-peer voi ce 2500 voip tele phon y-se rvice
des crip tion voic email CUE voicemail 250 0
des tina tion -patt ern 25.. epho ne-d n 1
ses sion prot ocol sipv2 number 10 01
ses sion targ et ipv4:10.1.4 .3 call-forward noan 2500 tim eout 10
dtm f-re lay s ip-n otify
cod ec g7 11ul aw
no vad
Voice Mail Forward Call
Cisco Unified
Communications Ephone-dn
© 2010 Cisco S ystems , I nc. A ll rights res erv ed. Manager Express CAP PS v 8.0—3-6
Verify the Cisco Unified Communications Manager Express configuration. The

troubleshooting sequence could be from the ephone-dn call forwarding configuration through to
the voice-mail dial peer.
Troubleshooting can be simplified by following the voice-mail sequence of events and the
associated Cisco Unified Communications Manager Express configuration. For example, calls
are forwarded from an individual ephone-dn to the voice-mail extension. The voice-mail
extension is defined as a destination pattern in the voice-mail dial peer, which specifies the
Cisco Unity Express IP address as the session target.
Use the show running-configuration command to display the Cisco Unified Communications
Manager Express configuration. Example configuration:
codec g711ulaw
no vad
telephony-service
voicemail 2500
ephone-dn 1
number 1001
Using show Commands
Use show commands to verify Cisco Unified Communications Manager Express configuration
and operation.
Using show Commands
 Use Cisco Unified Communications Manager Express show

commands to display status and settings of dial peers,
ephones, ephone-dns, and telephony service, for example.
 Context-sensitive help (?)
CME#show ?
aaa Show AAA values
aal2 Show commands for AAL2
.
CME#show dial-peer voice summary
.
CME#show telephony-service ephone-dn
ephone-dn 1 dual-line
number 1001
name John Jones
call-forward busy 1043
Use show commands to verify Cisco Unified Communications Manager Express configuration
and operation. Cisco Unified Communications Manager Express show commands can be used
to display the status and settings of voice mail-related parameters:
 Ephone
 Ephone-dn
 Telephony service
 Dial peer
The Cisco IOS Software context-sensitive help feature provides help at any point in a command
when a question mark (?) is entered. Perform the following to view the Cisco Unified
Communications Manager Express show command options using context-sensitive help:
CME# show dial-peer ?
carrier Carrier ID configuration
cor Class of Restriction settings.
trunk-group-label Trunk Group Label configuration
voice Voice Encapsulated Peers (POTS or VoIP)
CME# show dial-peer voice ?

<1-2147483647> The unique Tag for this peer
busy-trigger-counter Shows busy trigger call counting on VOIP dial-peer
summary Summary of all dial peers
voip Voip dial-peer
| Output modifiers
<cr>
CME# show dial-peer voice summary

dial-peer hunt 0
AD PRE PASS OUT

TAG TYPE MIN OPER PREFIX DEST-PATTERN FER THRU SESS-TARGET STAT PORT
KEEPALIVE
20001 pots up up 1001$ 0 50/0/1
20003 pots up up 1002$ 0 50/0/2
20004 pots up up 4085551002$ 9 50/0/2
20005 pots up up 1003$ 0 50/0/3
20006 pots up up 1004$ 0 50/0/4
21474- voip up up 9999 0 syst loopback:rtp
83646
4000 voip up up 4... 0 syst ipv4:10.1.4.3
20007 pots up up 4998.... 0 50/0/38
20008 pots up up 4999.... 0 50/0/39
20009 pots up up 1010$ 0 50/0/5
20010 pots up up 1006$ 0 50/0/6
20011 pots up up 1000$ 0 50/0/10
20012 pots up down 0 50/0/7
Display Voice Call History
This section describes how to display Cisco Unified Communications Manager Express voice
call history.
Display Voice Call History

CME#
show call history voice [brief [id identifier] | compact
[duration {less | more} seconds ]
| id identifier | last number | redirect {rtpvt | tbct}] |
[stats]
 Display voice call history on Cisco Unified Communications
Manager Express
 Options include brief and compact
 Example shows a call forwarded to extension 4000 (voice
mail) with IP address 10.1.4.3 (Cisco Unity Express)
CME#show call h isto ry voice c ompact

<callID> A /O F AX T<sec> Code c typ e P eer Address I P R< ip>:<udp> disc -cau se
271 ORG T0 Non e TE LE P100 1 D 13
270 ANS T19 g71 1ulaw TE LE P101 0 D 10
272 ORG T19 g71 1ulaw VO IP P400 0 10.1.4.3 :16870 D 10
Display the voice call history to verify that Cisco Unified Communications Manager Express
forwards voice-mail calls to Cisco Unity Express.
To display the call history table for voice calls, use the Cisco Unified Communications
Manager Express show call history voice command. Command options are as follows:
 Brief: (Optional) Displays a truncated version of the call history table.
 id identifier: (Optional) Displays only the call with the specified identifier. The range is
from 1 to FFFF.
 Compact: (Optional) Displays a compact version of the call history table.
 duration seconds: (Optional) Displays history information for calls that are longer or
shorter than a specified number of seconds. The arguments and keywords are as follows:
— less: Displays calls shorter than the seconds value.
— more: Displays calls longer than the seconds value.
— seconds: Elapsed time, in seconds. The range is from 1 to 2147483647.
 last number: (Optional) Displays the last calls that were connected, where the number of
calls that appear is defined by the number argument. The range is from 1 to 100.
 Redirect: (Optional) Displays information about calls that were redirected using Release-
to-Pivot (RTPvt) or Two B-Channel Transfer (TBCT). The keywords are as follows:
— Rtpvt: Displays information about RTPvt calls.
— Tbct: Displays information about TBCT calls.

 stats: (Optional) Displays information about digital signal processor (DSP) voice quality
metrics.
The example in the figure shows a call from extension 1010 to extension 1001 and forwarded
to voice-mail extension 4000 on Cisco Unity Express (IP address 10.1.4.3). The following
fields are displayed:
 callID: Unique call identifier.
 A/O: Call leg was an answer (ANS) or an originator (ORG).
 Codec: Codec that is used for this call leg.
 Type: Call type for this call leg; for example, VOIP or TELE (plain old telephone service
[POTS]).
 Peer Address: Called or calling number of the remote peer. For example, P4000 indicates
a peer address with called number 4000 (called because the Type is ORG (originated call).
 IP R<ip>:<udp> : Destination IP address and port number. For example, 10.1.4.3:16870 is
the Cisco Unity Express IP address 10.1.4.3 using port 16870.
 disc-cause: The call disconnect cause code. Some examples:
— D10 is disconnect cause 10 (HEX) for normal call clearing
— D13 is disconnect cause 13 (HEX) indicating no answer
Note The show call active voice command can be used to display active calls.
Using debug Commands
This section describes the Cisco Unified Communications Manager Express debug command.
Using debug Commands

 Cisco Unified Communications Manager Express debugging can be
turned on independently for specific modules.
– Each module has a number of options that can be turned on
individually. For example, the VoIP module dialpeer option.
 Context sensitive help (?)
 Use the terminal monitor command to direct output to Telnet or
SSH.
 Debug settings return to their default if the software is rebooted.
CME# terminal monitor

CME# debug voip ?
call Voice call debugging
ccapi Call Control API
dialpeer dialpeer debugging
.
.
The Cisco Unified Communications Manager Express debug commands can be turned on and
off independently for specific modules. Each module has a number of options that can be
turned on individually.
For example, the debug voip module has many options, including the dialpeer option.
By default, the debug output is sent to the Cisco Unified Communications Manager Express
router console. No debug output will be displayed if the administrator uses Telnet or Secure
Shell (SSH) to access the router:
Use the terminal monitor command to direct debug output to Telnet or SSH.
Debug settings return to their default if the software is rebooted.
By default, all debugging options are off.
The debug command options can be viewed using the Cisco IOS Software context-sensitive
help (?). Perform the following to view the Cisco Unified Communications Manager Express
debug command options:
CME# debug voip ?
aaa VoIP AAA
ais AIS (Application Information System)
application Application Framework library debugging
avlist avlist debugs
call Voice call debugging
ccapi Call Control API
confmsp Conference Media Service Provider
dcapi Device Control API
dialpeer dialpeer debugging
dsm DSP Stream Manager Debugs
dsmp Distributed Streams Media Processor
dsp DSP
dspapi Generic DSP API

eddri eddri debug
em-profile Debug extension mobility profile commands
enum ENUM information
event-log Event logging
fileacct VoIP FILE ACCT
h221 H.320 call H.221 BAS protocol stack debugging
hpi HPI (54x) DSP messages
lpcor voip lpcor debugging
mlpp voip mlpp debugging
profile debug voip profile
rawmsg Raw Message
register voice-register debug information
rtcp Enable VOIP RTCP debugging trace
rtp Enable VOIP RTP debugging trace
saf Service Advertisement Framework
source-group Source-group debugging
srtcp Enable VOIP SRTCP debugging trace
srtp Enable VOIP IOS SRTP debugging trace
statistics Voice Statistics
swmtpmsp Software MTP Media Service Provider
translation Debug translation rules
tsp Telephony Service information
uri Debug Voice URI
vtsp Voice Telephony Call Control information
xcodemsp Transcoding Media Service Provider
Useful debug Commands
This section presents some useful debug commands for troubleshooting Cisco Unified
Communications Manager Express voice-mail integration issues.
Useful debug Commands
 The debug ephone command is useful for troubleshooting IP

phones.
 The debug voice command is useful for troubleshooting voice
problems
 The debug voip command is useful for troubleshooting VoIP.
CME#debug ephone ?
after-hours Enable ephone after-hours debugging
alarm Enable ephone alarm message debugging
blf Enable ephone BLF debugging
ccm-compatibility Enable ephone ccm-compatibility debugging
detail Enable ephone detail debugging
CME#debug voice ccapi
CME#debug voip ccapi
The following are some useful debug commands for troubleshooting Cisco Unified
Communications Manager Express voice-mail integration issues:
 The debug ephone command is useful for troubleshooting IP phones.
 The debug voice command is useful for troubleshooting voice problems.
 The debug voip command is useful for troubleshooting VoIP.
To debug the voice call control application programming interface (API), use the debug voip
ccapi privileged EXEC command. The debug voice all command output provides debug output
for all the debug commands for voice call routing that is shown in one display.
To trace the execution path through the call control API, use the debug voip ccapi inout
command. The call control API serves as the interface between the call session application and
the underlying network-specific software. This command shows how a call flows through the
system.

Cisco IOS debug Commands: SIP
Use the debug ccsip command to troubleshooting problems with Session Initiation Protocol
(SIP).
Cisco IOS debug Commands: SIP
 The debug ccsip command can be used when

troubleshooting SIP problems. Use the messages option.
 The Calls option displays SIP call details.
 All displays all SIP-related debug information.
CME#debug ccsip ?
all Enable all SIP debugging traces
calls Enable CCSIP SPI calls debugging trace
dhcp Enable SIP-DHCP debugging trace
error Enable SIP error debugging trace
events Enable SIP events debugging trace
info Enable SIP info debugging trace
media Enable SIP media debugging trace
messages Enable CCSIP SPI messages debugging trace
preauth Enable SIP preauth debugging traces
states Enable CCSIP SPI states debugging trace
transport Enable SIP transport debugging traces
Use the debug ccsip command to troubleshooting problems with SIP. The calls option traces
the SIP call details as they are updated in the SIP call control block. The all option displays all
SIP-related debug information. Use the messages option to view SIP messages.
Perform the following to view the Cisco Unified Communications Manager Express debug
ccsip command options:
CME# debug ccsip ?
all Enable all SIP debugging traces
calls Enable CCSIP SPI calls debugging trace
dhcp Enable SIP-DHCP debugging trace
error Enable SIP error debugging trace
events Enable SIP events debugging trace
info Enable SIP info debugging trace
media Enable SIP media debugging trace
messages Enable CCSIP SPI messages debugging trace
preauth Enable SIP preauth debugging traces
states Enable CCSIP SPI states debugging trace
transport Enable SIP transport debugging traces
Cisco Unity Express Troubleshooting Philosophy
This section describes the Cisco Unity Express troubleshooting tools and philosophy.
Cisco Unity Express Troubleshooting

Philosophy
GUI administrator does a minimum of troubleshooting:

 MWI refres h, s ystem parameters, and limits chec k
 For log and trace commands, CLI access is required
show commands are used to verify system parameters and status

 Cisco IOS router, Cisco Unified Communications Manager Express show commands
 Cisco Unity Express CLI show commands: s how incrementing error c ounters
and focus on the module and entity causing them
Logging messages: Unsolicited information from the system

 Kept by the sys tem at all times
 Logged to storage by default; subset logged to flash
 Filtering based on attributes, such as severity level
Tracing: Solicited detailed information from the system

 Information on timing and sequences of activities
 Mes saging and events between system c omponents
 Can be enabled from the GUI or the CLI, but can only be viewed from the CLI
The GUI, although effective for day-to-day additions, moves, and changes, is not an effective
tool for troubleshooting the Cisco Unity Express system. You can use the GUI to reload Cisco
Unity Express, view system configuration, refresh MWI lights if they are out of synchrony, and
turn on the tracing function. To effectively troubleshoot, you must use the command-line
interface (CLI) tools and functions.
There are three categories of tools that can be used from the Cisco Unity Express CLI. The first
category is the show commands.
Use the many available show commands to view the configuration, settings, and status of the
Cisco Unity Express system.
Logging messages are another troubleshooting tool that you can use to diagnose a problem. The
unsolicited messages that come out of the system have a severity level that is associated with
them.
These messages usually go to an internal login memory or to an external syslog server, if
configured.
Tracing is the equivalent of debugging in Cisco IOS Software. Summary information to
detailed information is displayed on the screen, sent to a syslog server, or stored in memory.
Use the trace tools to focus on a specific aspect of the system.

Useful show Commands
This section presents some useful show commands for troubleshooting Cisco Unity Express.
Useful show Commands
Useful Cisco Unity Express show commands include:

 show ccn application: Lists all system and user-defined applications
in the system
 show ccn prompts: Checks all system and user-defined prompts in
the system
 show ccn scripts: Checks all system and user-defined scripts in the
system
 show ntp config: Lists NTP servers that are configured in the system
 show users: Displays users
 show groups: Displays groups
 show voicemail detail mailbox ownerid: Gives details for the
personal mailbox or General Delivery Mailbox
 show voicemail mailboxes orphaned: Displays a list of orphaned
personal or General Delivery Mailbox mailboxes
 show running: Displays the running configuration of the system
There are many other show commands that can be helpful in troubleshooting Cisco Unity
Express. The administrator executes all the show commands from the Cisco Unity Express
CLI. Useful Cisco Unity Express show commands include the following:
 show ccn application: Lists all system and user-defined applications in the system
 show ccn prompts: Checks all system and user-defined prompts in the system
 show ccn scripts: Checks all system and user-defined scripts in the system
 show ntp config: Lists Network Time Protocol (NTP) servers that are configured in the
system
 show users: Displays users
 show groups: Displays groups
 show voicemail detail mailbox ownerid: Gives details for the personal mailbox or
General Delivery Mailbox
 show voicemail mailboxes orphaned: Displays a list of orphaned personal or General
Delivery Mailbox mailboxes
 show running: Displays the running configuration of the system
System Events
Start Cisco Unity Express troubleshooting by looking for errors in the system modules.
System Events
 Use the show errors command to display the number of

errors found per module.
CUE# s how erro rs

Modu le err or r eport :
MODU LE EN TITY ACTI VITY NUM ERRORS
Reco very Re covery Clea nShu tdow n 2
limi tsManager li mitsManager ERRO R 2
cli se rver xml_ pars er 2
ntp nt p ntp 107
ccn Ma nagerScript DBUG 3
ccn Ma nagerAppl DBUG 1
ccn Ma nagerContact DBUG 1
ccn En gine DBUG 2
ccn Su bsystemCmt DBUG 163
ccn GE NERIC DBUG 1
ccn Su bsystemSip DBUG 20
ccn Li bMedia DBUG 1504
ccn Su bsystemHttp DBUG 1
ccn Su bsystemHRDM DBUG 1
ccn Su bsystemRmCm DBUG 1
webI nterface se ssion logi n 1
To start troubleshooting Cisco Unity Express, use the show errors command to see which
components of the system have errors. Invoke the problem that is occurring, if it is repeatable,
and try to identify which modules are increasing the error counters.
Then, use the show logs command to view the logs and the show log name logname command
to view the contents of the log files. This information may further define the problem or
component that is causing the errors.

Logging
This section describes Cisco Unity Express logging.
Logging
Four levels of logging output exist in Cisco Unity

Express:
 Info: syslog levels Debug, Info, and Notice
 Warning: syslog level Warning
 Error: syslog level Error
 Fatal: syslog levels Critical, Alert, and Emergency
Three possible destinations for logging messages:

 Message.log text file on the hard disk or flash of Cisco Unity
Express (default) 100-MB maximum size, history of two is
kept
 Console of Cisco Unity Express
 External syslog server
There are four levels of output within the logging functions of Cisco Unity Express. They are
listed here in order, from least significant to most significant, as follows:
 Info: Informational messages and notices
 Warning: Events that may require attention
 Error: Significant events that can affect functions
 Fatal: Critical alerts and emergencies that can affect the stability of the system
By default, a Cisco Unity Express Network Module system sends all four categories of logging
messages to a messages.log file on the hard disk or flash. The message.log text file is limited to
a 100-MB maximum size. A history of two message log files is kept as follows:
 When the message.log file reaches a set size, the system renames it messages.log.prev and
starts a new messages.log file.
 When the messages.log file once again reaches a predetermined size, the old
messages.log.prev is deleted. The current messages.log file is renamed messages.log.prev,
and another new messages.log file is created. This loop continues indefinitely.
The logging output can be directed to the following three destinations:

 Messages.log: The logging messages can be sent to this text file, which resides on the hard
disk of the Cisco Unity Express Network Module or Cisco Unity Express Network Module
Enhanced Capacity system or in the flash of the Cisco Unity Express Advanced Integration
Module (AIM) system. This action is the default.
 Console: Real-time messages or historical logs that can be displayed on the Cisco Unity
Express console.
 Syslog: The logging messages can be sent to an external syslog server.
The Cisco Unity Express Advanced Integration Module (AIM) uses flash instead of a hard disk,
thus resulting in a different logging behavior than that of the Cisco Unity Express Network
Module. Using flash can become an issue because of the limited number of times that the data
can be written to a section of flash before the flash wears out. Because of this possibility, Cisco
Unity Express AIM logs by default only fatal and error messages to the messages.log file. The
information and warning messages are not written to flash unless the system is specifically
configured to do so.
Cisco Unity Express AIM uses a flat log; when the log is full, any additional output is lost. This
design ensures that the flash card is not overused.

Show Log Files
The figure displays a list of Cisco Unity Express log files.
Show Log Files
 Use the show logs command to display the stored log files.
CUE# show lo gs
SIZE LAS T_MO DIFIED_TI ME NAME
0 Fri Mar 19 16: 09:1 6 GMT 2010 Ci scoJ tapi 1.log
0 Fri Mar 19 16: 14:0 1 GMT 2010 Ci scoJ tapi 2.log
180 21 Wed Mar 24 12: 39:3 1 GMT 2010 csl .log
1001 03 Sat Sep 12 04: 32:0 7 BST 2009 klog.log. prev
352 29 Fri Mar 19 16: 04:3 1 GMT 2010 csl.log. prev
282 15 Fri Mar 19 16: 10:4 9 GMT 2010 install .log
9417 Fri Mar 19 16: 10:2 2 GMT 2010 d mesg
635 57 Wed Mar 24 13: 16:2 3 GMT 2010 syslog .log
1 0474 88 Fri Mar 19 16: 09:1 9 GMT 2010 at race _sav e.log
40 Sat Sep 12 04: 32:4 4 BST 2009 verify .log
500 50 Fri Mar 19 16: 04:3 9 GMT 2010 shutdown .log
9070 71 Tue Mar 09 15: 53:3 1 GMT 2010 ins tall .log .prev
177 Fri Mar 19 16: 10:3 5 GMT 2010 deb ug_s erve r.log
1193 Fri Mar 19 16: 10:3 5 GMT 2010 sshd .log
4046 Fri Mar 19 16: 11:0 4 GMT 2010 postgres .log
688 74 Fri Mar 19 16: 10:3 8 GMT 2010 klog .log
4 9993 13 Wed Mar 24 13: 16:4 6 GMT 2010 messages .log
4245 Tue Mar 09 15: 53:5 1 GMT 2010 shutd own_ inst alle r.log
1003 50 Wed Mar 24 10: 21:5 2 GMT 2010 sy slog .log .prev
Use the show logs command to show the existing log files on the Cisco Unity Express module.
Many log files exist on the system, for example:
 Messages.log contains the logging messages.
 Syslog.log contains syslog information.
 CiscoJtapi1.log contains information about the JTAPI connection to Cisco Unified
Communications Manager.
 CiscoJtapi2.log is used when the CiscoJtapi1.log is full.
 Atrace.log contains trace information.
 Atrace_save.log contains previously saved trace information.
To display a log file on the console or download it to a server, the administrator needs to know
the name of the log. The show logs command displays the log files on the system.
The show logs command displays all available log files.
The logging messages are stored in the messages.log file. The administrator can then use the
name to copy the file to a remote FTP server to view the file or to use it in fault escalation.
Viewing Log Files
Use the show log command to view log files.
Viewing Log Files

CUE#
show log name name[containing expression | paged | t ail]
 Display the contents of a log file on the Cisco Unity Express console
 Search file contents, page or view new log messages (tail)
CUE 1# show log name csl.log cont ain license
Pre ss <CTRL-C> to exit...

Mar 19 2010 1 6:04 :35 brl-li c:cs l lic ense boot flas h backup [ 6742/ 6553 6]
suc cessful!
licen se_platform_init == 0
licen se_ipc_server_ini t== 0
licen sed_register_call backs
licen se_init_syslog_no tifications
licen se_platform_init == 0
licen se_ipc_server_ini t== 0
licen sed_register_call backs
licen se_init_syslog_no tifications
suc cessful!
suc cessful!
To view the contents of the messages.log file from the console, use the show log name
filename command. Use the optional paged, containing, and tail keywords to limit the output
that is shown on the screen. The default operation is to display all messages in the log file until
complete.
To display logging data, use the show log command in Cisco Unity Express EXEC mode. The
command syntax is as follows:
show log name name [containing expression | paged | tail]
 name name: The name of the log file to display. Use the show logs command to display a
list of available log files.
 containing expression: (Optional) Only display events that match a search expression.
 Paged: (Optional) Display in paged mode.
 Tail: (Optional) Display the latest events as they occur.
Note Press Ctrl-C to break out of this command while output is displaying to the console or when
a Cisco Unity Express module appears unresponsive.
Example show log command output for messages.log:

CUE1# show log name messages.log
Press <CTRL-C> to exit...
#!/bin/cat
13:18:53 logmgr: BEGIN FILE
<195>Mar 24 13:19:23 localhost java[2513]: ERROR com.cisco.aesop.mgmt
com.cisco.aesop.mgmt.voicemail.JTAPIUtil getActiveCCM
com.cisco.aesop.sysdb.xactSysdbException: System is not online yet

The following is an example of show log command output using the contain option to search
the csl.log license log file:
CUE1# show log name csl.log contain license
Mar 19 2010 16:04:35 brl-lic:csl license bootflash backup [6742/65536]
successful!
license_platform_init == 0
license_ipc_server_init== 0
licensed_register_callbacks
license_init_syslog_notifications
license_platform_init == 0
license_ipc_server_init== 0
licensed_register_callbacks
license_init_syslog_notifications
Mar 19 2010 17:02:33 brl-lic:csl license bootflash backup [6741/65536]
successful!
Cisco Unity Trace Tool
This section describes the Cisco Unity Express trace tool.
Cisco Unity Express Trace Tool
 Equivalent of Cisco IOS Software debug command

 Composed of modules
 Modules are composed of one or more entities
 Entity may have one or more activities under it
 Output to trace buffer or stored in atrace.log file
 Used as temporary troubleshooting tool
CUE(config)# log trace local enable

CUE# show trace
MODULE ENTITY SETTING
No tracing active
LOG NAME STATUS

atrace.log enabled
Although logging consists of unsolicited messages, tracing is configured by the administrator.

Tracing in Cisco Unity Express is the equivalent of using debug commands in Cisco IOS
Software.
Knowledge of the system architecture is useful for understanding the structures within the trace
settings. Within trace, there are modules. Within the modules, there are entities. Entities
are composed of one or more activities.
When configuring tracing, the administrator can enable all of these entities or any combination
of them.
Trace output is stored in the atrace.log, which is stored on the hard disk of the Cisco Unity
Express Network Module system or the flash of the Cisco Unity Express AIM system.
Use the log trace local enable command to allow the trace buffer to be written to flash.
Note Turning on excessive tracing can cause performance issues in the Cisco Unity Express
system. Use tracing only as a temporary troubleshooting tool. Turn off tracing when the
relevant output has been gathered.

Using trace Commands
This section describes the Cisco Unity Express trace command.
Using trace Commands
 Tracing can be turned on independently for specific modules.

– Each module has a number of entities that can be traced individually.
– Each entity has activities that can be traced individually.
 The trace all command overrides any prior, more granular,
trace commands.
 Trace on and off settings return to their default if Cisco Unity Express is
rebooted. The no trace all command turns tracing off.
CUE# trace ?
phoneserviceinfra Module
vmclient Module
aaa Module
voiceview-ccn Module
management Module
um2 Module
.
.
To enable tracing from the CLI, use the trace command. The trace command can be used to
turn on a specific trace entity, a whole trace module, or all tracing.
Turning on tracing for a higher-level object overrides tracing of lower-level objects.
Much like debugging in Cisco IOS Software on a router, tracing does not survive the reboot of
Cisco Unity Express. The trace setting returns to its defaults on a reboot.
The no trace all command turns tracing off.
Perform the following to view the trace command options:
CME# trace ?
phoneserviceinfra Module
vmclient Module
aaa Module
voiceview-ccn Module
management Module
um2 Module
sysdb Module
operation Module
editorexpress Module
BackupRestore Module
configapi Module
gateway Module
dbclient Module
ccn Module
config-ccn Module
snmp Module
voicemail Module
all Every module, entity and activity
rest Module
ums Module
security Module
imap Module
udppacer Module
caff-sip Module
voiceview Module
capi Module
entityManager Module
smtpclient Module
webInterface Module
limitsManager Module
webapp Module
license Module
eecompiler Module
superthread Module
sitemanager Module
networking Module
csta Module
ntp Module
dns Module

Trace and Log File Management
This section describes Cisco Unity Express trace and log file management.
Trace and Log File Management
 Copy trace or log files to an FTP server.

CUE # copy log mes sages.log url f tp:/ /ano nymo us@10 .5.2 .32/ mess ages. log
% Tota l % Received % X ferd Ave rage Spee d Time Ti me Time Curre nt

Dlo ad Uploa d Total Sp ent Left S peed
100 1428 k 0 0 100 1 428k 0 2148k --:--:-- --:- -:-- --:--:-- 2 785k
C UE# copy log atrac e.log url ftp:/ /ano nymo us@1 0.5.2 .32/ atra ce.l og
% To tal % R ecei ved % Xfe rd A vera ge Speed T ime Cur r.
D load Upload T otal C urre nt L eft Spe ed
1 00 15 37k 0 0 100 153 7k 0 930k 0 :00:01 0 :00: 01 0 :00:00 96 4k
 Send the system log output to a syslog server.

CUE(config)# log server address 10.5.2.32
 Save trace settings over a reload.
CUE# log trace boot
The copy log logname url url command is used to copy the logging files to a server, such as an
FTP server. Once copied, the text-based log files can be viewed using in a text editor.
Because the amount of information in the file can be significant, the search features of many
text editors can be useful for finding specific information or time stamps.
The trace.log trace output file is not text-based and cannot be viewed using a text editor. It may
be necessary to send the trace.log file to Cisco when requested by technical support.
The log server address {ip-address | hostname} command is used to configure an external
server for saving log messages.
If no syslog server is present in the network, the logging messages that are stored in the log file
can be viewed by sending the messages.log file to an FTP server. After the file is on the server,
you can view the file by using any text editor. Using a text editor is much easier than trying to
view the messages.log file on the console of the Cisco Unity Express system.
To save the trace configuration upon rebooting, use the log trace boot command.
Viewing Trace Output
This section describes how to view Cisco Unity Express trace output.
Viewing Trace Output

CUE#
show trace buffer [containing | long | short | tail]
 Display the contents of the trace buffer on the console
 Search buffer contents or view new trace messages
CUE# show trace buffer long
2131 03/08 15:23:11.390 voicemail mailbox "User login"
/sw/local/users/bjones
. . .
CUE# show trace buffer short
2131 03/08 15:23:11.390 VMSS vmbx 8 /sw/local/users/bjones
. . .
CUE# show trace buffer containing "03/08 15:"
2131 03/08 15:26:53.706 VMSS vmsg 0 1015629954696_0
2348 03/08 15:27:03.244 VMSS vmsg 16663 get
2131 03/08 15:28:11.803 VMSS vmbx 8 /sw/local/users/hjones
To display a list of events in memory, use the show trace buffer command in Cisco Unity
Express EXEC mode. Stop the output by pressing Ctrl-C. The trace buffer in memory can be
up to 10 MB in size.
show trace buffer [containing string [long | short] | long [paged] | short [paged] | tail
[number [long | short]]]
 containing string: (Optional) Displays only events that match a search expression.
 long: (Optional) Displays expanded text for many error and return codes.
 short: (Optional) Displays hexadecimal codes.
 paged: (Optional) Displays the output a page at a time.
 tail: (Optional) Display the latest events as they occur.
 Number: (Optional) Displays the most recent number of events.
To display a list of events from the atrace.log file, use the show trace store command in Cisco
Unity Express EXEC mode.
To trace large amounts of data, send the information directly to the FTP server. Offline traces
have the least performance impact. This activity is accomplished from configuration mode as
follows:
 Use the log trace server url command to define the FTP server.
 Use the log trace server enable command to enable trace output to the FTP server.
Note Issue the show trace buffer tail command to view trace information in real time.

GUI Trace Settings
This section describes how enable Cisco Unity Express trace options using the GUI.
GUI Trace Settings
 Choose Administration >

Traces to enable trace
options.
 Same trace options as CLI
 Select check boxes to
enable traces
– Click Apply to activate
changes.
 Traces cannot be viewed
from the GUI.
 Some boxes are checked
by default (highlighted).
To enable Cisco Unity Express trace options using the GUI, navigate to Administration >
Traces. The window displays a hierarchical listing of the system components.
To enable a trace on a system component, click the check box next to the name of the
component. To expand the listing of components, click the plus (+) sign next to the upper-level
components. Check the box next to an upper-level component (a module or entity) to enable the
traces for all of the components under that component.
Uncheck the box next to an upper-level component to disable the traces for all of the
components under that component.
Click Apply to save your changes. Click OK in the confirmation window.
The GUI and CLI have the same trace options. However, traces cannot be viewed from the
GUI.
GUI Macro Feature
This section describes the Cisco Unity Express GUI macro feature.
GUI Macro Feature
 Selecting a module
automatically selects
individual suboptions
– Macro feature
 Example: selecting the
voice-mail check box
– All nested boxes are
also checked Automatically
Checked
 Individual options can be
checked or unchecked
at the micro level
The Cisco Unity Express GUI macro feature speeds up the process of selecting trace options.
When selecting a trace module, the macro automatically selects the individual suboptions.
For example, after selecting the voice-mail check box, all nested boxes are also checked.
Individual options can be checked or unchecked at the micro level.

Reports
This section describes the Cisco Unity Express GUI Reports menu.
Reports
 Use the Cisco Unity Express GUI Report menu to view

system and individual mailbox usage.
Historical reporting consists of collecting information about call and application activities and
related statistics. Information is then sorted and sent to local or remote databases. The database
maintenance components that are related to historical statistics consist of a database purging
service that periodically removes older historical statistics data and a database synchronization
service that simultaneously updates the local and remote databases. The remote database is
typically able to store a larger amount of historical data.
Navigate to Administration > Historical Reporting > Configuration. Check the box to
enable historical reporting. Click Apply to save your settings.
Navigate to Administration > Historical Reporting > Purge to configure a purge schedule or
purge notification.
Navigate to Reports > Mailboxes to view the Mailboxes report. The Mailboxes report output
includes the number of messages and total usage for each individual subscriber.
Navigate to Reports > Voice Mail to view system mailbox usage. The Voice Mail report
output includes the counters for the number of messages that are stored, as well as the total and
maximum message times.
Real-Time Reports
This section describes the Cisco Unity Express GUI Real Time Reports menu.
Real Time Reports
 Reports > Real Time Reports to view or print voice-mail activity

 View call or application activity and statistics
Navigate to Reports > Real Time Reports to view real-time voice-mail activity. Real-time
reports can be viewed or printed for active applications or calls. Summary options to view are
the following:
 Summary Rejected Calls
 Summary Incoming Calls
 Summary Invoked Applications
The Contacts Summary window provides useful statistics such as the following:
 Active Calls
 Inbound Calls
 Outbound Calls
 Total Calls
 Rejected Calls
 Abandoned Calls
The report window is refreshed every 5 seconds (by default).

Troubleshooting SIP Integration
This topic describes how to troubleshoot the SIP integration of Cisco Unity Express and Cisco
Unified Communications Manager Express.
SIP Troubleshooting
 Cisco Unified Communications Manager Express and Cisco

Unity Express communicate via SIP.
 Voice-mail integration issues require troubleshooting SIP
between these systems.
 Verify that SIP configuration parameters such as IP address
and protocol version (SIP version 2) are the same for both
systems.
SIP

Manager Express
Cisco Unified Communications Manager Express and Cisco Unity Express communicate via
SIP. This method of communication means that voice-mail integration issues require
troubleshooting SIP between these systems.
Verify that SIP configuration parameters, such as IP address and protocol version (SIP version
2), are the same for both systems.
SIP Call Flow
The figure shows a SIP call flow between Cisco Unified Communications Manager Express
and Cisco Unity Express.
SIP Call Flow
 SIP INVITE message initiates the call setup between Cisco Unified
Communications Manager Express and Cisco Unity Express.
– Message direction depends on which side originates the call
 SIP 200 OK is sent when the call is answered
INVITE
100 Trying
180 Ringing
200 OK Manager Express
ACK
SIP uses different message types to initiate and control voice calls. The SIP request messages
are as follows:
 INVITE: Indicates that a user or service is being invited to participate in a call session
 ACK: Confirms that a client has received a final response to an INVITE request
 BYE: Terminates an existing call; can be sent by either user agent (UA)
 CANCEL: Cancels pending searches; does not terminate calls that have been accepted
 OPTIONS: Queries the capabilities of servers
 REGISTER: Registers the UA with the registrar server of a domain
The SIP response messages are numbered and grouped in the following ranges:
 1xx: Information
 2xx: Successful responses
 3xx: Redirection responses
 4xx: Request failure responses
 5xx: Server failure responses
 6xx: Global responses
The SIP INVITE message initiates the call setup between Cisco Unified Communications
Manager Express and Cisco Unity Express. The INVITE message direction depends on which
side originates the call. The SIP 200 OK is sent when the call is answered.

The following summarizes a successful SIP call setup:
 Send INVITE message
 Receive 100 Trying
 Receive 180 Ringing
 Send 200 OK
 Receive ACK
The following summarizes a successful SIP call clearing:

 Send BYE message
 Receive 200 OK
 Receive ACK
Note Refer to RFC 3261 for more information about the SIP message types.
Show Dial Peers
This section describes how to display Cisco Unified Communications Manager Express dial-
peer parameters.
Show Dial Peers
 Use the Cisco Unified Communications Manager Express

show dialpeer command to display the voice-mail dial peer.
 Verify the SIP dial-peer parameter configuration.
CME # show dial-peer vo ice 4 000
Voi ceOv erIp Peer4 000
peer type = voi ce, system defa ult peer = FA LSE, in forma tion
typ e = vo ice,
descriptio n = ` voicemail CUE',
tag = 4000, des tination-patt ern = `4...‘
.
typ e = vo ip, session-targe t = ` ipv4:10.1 .4.3 ‘
.
ses sion -pro tocol = sip v2, s essi on-transp ort = syst em
.
dtm f-re lay = sip-notify
.
VAD = dis abled
.
cod ec = g 711ulaw, pa yloa d siz e = 160 b ytes
Use the Cisco Unified Communications Manager Express show dialpeer command to display
the voice-mail dial peer.
The figure shows that dial peer 4000 is configured to trigger for destination pattern 4xxx (voice
mail). The show dialpeer command output shows SIP parameters that are used when
communicating with the voice-mail system.
Common configuration problems are the following:
 Incorrect IP address for Cisco Unity Express (10.1.4.3)
 Incorrect codec configuration
 Wrong destination pattern is configured, so the dial peer is not triggered for voice-mail
calls (4…)
 Misconfigured dual tone multifrequency (DTMF) relay
 SIP version
 Voice activity detection (VAD) is enabled by default. It must be disabled.
The following is an example show dialpeer command output:

BR-1# show dial-peer voice 4000
VoiceOverIpPeer4000
peer type = voice, system default peer = FALSE, information type = voice,
description = `voicemail CUE',
tag = 4000, destination-pattern = `4...',
voice reg type = 0, corresponding tag = 0,
allow watch = FALSE
answer-address = `', preference=0,
CLID Restriction = None

CLID Network Number = `'
CLID Second Number sent
CLID Override RDNIS = disabled,
rtp-ssrc mux = system
source carrier-id = `', target carrier-id = `',
source trunk-group-label = `', target trunk-group-label = `',
numbering Type = `unknown'
group = 4000, Admin state is up, Operation state is up,
incoming called-number = `', connections/maximum = 0/unlimited,
DTMF Relay = enabled,
modem transport = system,
URI classes:
Incoming (Request) =
Incoming (To) =
Incoming (From) =
Destination =
huntstop = disabled,
in bound application associated: 'DEFAULT'
out bound application associated: ''
dnis-map =
permission :both
incoming COR list:maximum capability
outgoing COR list:minimum requirement
outgoing LPCOR:
Translation profile (Incoming):
Translation profile (Outgoing):
incoming call blocking:
translation-profile = `'
disconnect-cause = `no-service'
advertise 0x40 capacity_update_timer 25 addrFamily 4 oldAddrFamily 4
mailbox selection policy: none
type = voip, session-target = `ipv4:10.1.4.3',
technology prefix:
settle-call = disabled
ip media DSCP = ef, ip media rsvp-pass DSCP = ef
ip media rsvp-fail DSCP = ef, ip signaling DSCP = af31,
ip video rsvp-none DSCP = af41,ip video rsvp-pass DSCP = af41
ip video rsvp-fail DSCP = af41,
ip defending Priority = 0, ip preemption priority = 0
ip policy locator voice:
ip policy locator video:
UDP checksum = disabled,
session-protocol = sipv2, session-transport = system,
req-qos = best-effort, acc-qos = best-effort,
req-qos video = best-effort, acc-qos video = best-effort,
req-qos audio def bandwidth = 64, req-qos audio max bandwidth = 0,
req-qos video def bandwidth = 384, req-qos video max bandwidth = 0,
dtmf-relay = rtp-nte,
dtmf-relay = sip-notify,
RTP dynamic payload type values: NTE = 101
Cisco: NSE=100, fax=96, fax-ack=97, dtmf=121, fax-relay=122
CAS=123, TTY=119, ClearChan=125, PCM switch over u-law=0,
A-law=8, GSMAMR-NB=117 iLBC=116, AAC-ld=114, iSAC=124
lmr_tone=0, nte_tone=0
h263+=118, h264=119
G726r16 using static payload
G726r24 using static payload
RTP comfort noise payload type = 19
fax rate = voice, payload size = 20 bytes
fax protocol = system
fax-relay ecm enable
Fax Relay ans enabled
Fax Relay SG3-to-G3 Enabled (by system configuration)
fax NSF = 0xAD0051 (default)
codec = g711ulaw, payload size = 160 bytes,
video codec = None
voice class codec = `'
voice class sip rsvp-fail-policy voice post-alert mandatory keep-alive
interval 30
voice class sip rsvp-fail-policy voice post-alert optional keep-alive interval
30
voice class sip rsvp-fail-policy video post-alert mandatory keep-alive
interval 30
voice class sip rsvp-fail-policy video post-alert optional keep-alive interval
30
text relay = disabled
Media Setting = forking (disabled) flow-through (global)
Expect factor = 10, Icpif = 20,
Playout Mode is set to adaptive,
Initial 60 ms, Max 1000 ms
Playout-delay Minimum mode is set to default, value 40 ms
Fax nominal 300 ms
Max Redirects = 1, signaling-type = cas,
VAD = disabled, Poor QOV Trap = disabled,
Source Interface = NONE
voice class sip url = system,
voice class sip tel-config = system,
voice class sip rel1xx = system,
tvoice class sip outbound-proxy = system,
voice class sip asserted-id = system,
voice class sip privacy = system,
voice class sip e911 = system,
voice class sip history-info = system,
voice class sip pass-thru headers = system,
voice class sip pass-thru content unsupp = system,
voice class sip pass-thru content sdp = system,
voice class sip anat = system,
voice class sip g729 annexb-all = system,
voice class sip early-offer forced = system,
voice class sip negotiate cisco = system,
voice class sip reset timer expires 183 = system,
voice class sip block 180 = system,
voice class sip preloaded-route = system,
voice class sip random-contact = system,
voice class sip random-request-uri validate = system,
voice class sip call-route p-called-party-id = system,
voice class sip privacy-policy send-always = system,
voice class sip privacy-policy passthru = system,
voice class sip bandwidth audio = system,
voice class sip bandwidth video = system,
voice class sip error-code-override options-keepalive failure = system,
voice class sip encap clear-channel = system,
voice class sip map resp-code 181 = system,
voice class sip authenticate redirecting-number = system,
redirect ip2ip = disabled
local peer = false
probe disabled,
Secure RTP: system (use the global setting)
voice class perm tag = `'
Time elapsed since last clearing of voice call statistics never
Connect Time = 226503, Charged Units = 0,
Successful Calls = 76, Failed Calls = 12, Incomplete Calls = 0
Accepted Calls = 7, Refused Calls = 0,
Last Disconnect Cause is "1 ",
Last Disconnect Text is "unassigned number (1)",
Last Setup Time = 302615263.
Last Disconnect Time = 295687490.

Debug Dial Peers
This section describes how to troubleshoot Cisco Unified Communications Manager Express
dial peers using debug.
Debug Dial Peers

CME#
CME# debug voip dialpeer all
 Debug Cisco Unified Communications Manager Express dial peers
 Verify dial peer is matched for voice-mail calls (extension 4000)
Mar 2 4 16:22:0 1.336: //- 1/35 FDDD4E82E4/DP M/dp MatchCore:

Di al String =4000, Exp ande d Str ing= 4000 , Cal ling Numbe r=
Ti meou t=FAL SE, Is Inc omin g=FALSE, Peer Info Type=DIAL PEER _INFO_SPEECH
Mar 2 4 16:22:0 1.336: //- 1/35 FDDD4E82E4/DP M/Ma tchNextPeer:
Re sult =Succ ess( 0); Ou tgoi ng Di al-p eer= 4000 Is Matched
Mar 2 4 16: 22:0 1.336: //- 1/35 FDDD4E82E4/DP M/dp MatchPeersCore:
Re sult =Succ ess( 0) aft er DP _MAT CH_D EST
Mar 2 4 16:22:0 1.336: //- 1/35 FDDD4E82E4/DP M/dp MatchSafModulePlu gin:
di alst ring= 4000 , saf_ enab led=1, saf_dnd b_lo okup=0, dp _resu lt=0
Mar 2 4 16:22:0 1.336: //- 1/35 FDDD4E82E4/DP M/dp MatchPeersMoreArg :
Re sult =SUCC ESS( 0)
Li st of Mat ched Outgo ing D ial- peer (s):
1: Di al-p eer Tag=40 00
Cisco Unified Communications Manager Express uses a dial peer to route calls to voice mail.
To display debug information for Cisco Unified Communications Manager Express dial peers,
use the debug voip dialpeer command.
Look for the voice-mail dial string (4000). Check for dial peer matches. The dial peer with tag
4000 matches the destination string of 4000. There could be more than one dial peer match.
Verify that the correct dial peer is used.
The following is an example of debug output for a call from extension 1001 to voice mail
(extension 4000). Dial-peer tag 4000 is matched for calls to voice mail:
BR-1# debug voip dialpeer all
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerCore:

Calling Number=1001, Called Number=, Voice-Interface=0x48EC2094,
Timeout=TRUE, Peer Encap Type=ENCAP_VOICE, Peer Search Type=PEER_TYPE_VOICE,
Peer Info Type=DIALPEER_INFO_SPEECH
Match Rule=DP_MATCH_ANSWER; Calling Number=1001
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpMatchPeertype:
Is Incoming=TRUE, Number Expansion=FALSE
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpMatchCore:
Dial String=, Expanded String=, Calling Number=1001T
Timeout=TRUE, Is Incoming=TRUE, Peer Info Type=DIALPEER_INFO_SPEECH
Result=-1
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpMatchPeertype:exit@5912
Match Rule=DP_MATCH_ORIGINATE; Calling Number=1001
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/MatchNextPeer:
Result=Success(0); Incoming Dial-peer=20001 Is Matched
Result=Success(0) after DP_MATCH_ORIGINATE; Incoming Dial-peer=20001
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin:
dialstring=NULL, saf_enabled=0, saf_dndb_lookup=0, dp_result=0
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeerSPI:exit@6475
Mar 24 16:42:41.706: //-1/1950879882F6/DPM/dpMatchPeersCore:
Calling Number=, Called Number=4, Peer Info Type=DIALPEER_INFO_SPEECH
Match Rule=DP_MATCH_DEST; Called Number=4
Mar 24 16:42:41.706: //-1/1950879882F6/DPM/dpMatchCore:
Dial String=4, Expanded String=4, Calling Number=
Timeout=FALSE, Is Incoming=FALSE, Peer Info Type=DIALPEER_INFO_SPEECH
Mar 24 16:42:41.706: //-1/1950879882F6/DPM/MatchNextPeer:
Result=MORE_DIGITS_NEEDED(1); Outgoing Dial-peer=20002
Result=1
Result=Partial Matches(1) after DP_MATCH_DEST
Mar 24 16:42:41.706: //-1/1950879882F6/DPM/dpMatchSafModulePlugin:
dialstring=4, saf_enabled=1, saf_dndb_lookup=0, dp_result=1
Mar 24 16:42:41.706: //-1/1950879882F6/DPM/dpMatchPeersMoreArg:
Result=MORE_DIGITS_NEEDED(1)
Result=1
Result=1
Result=Success(0); Outgoing Dial-peer=4000 Is Matched
Result=Success(0) after DP_MATCH_DEST
Result=SUCCESS(0)
List of Matched Outgoing Dial-peer(s):
1: Dial-peer Tag=4000

Timeout=TRUE, Is Incoming=FALSE, Peer Info Type=DIALPEER_INFO_SPEECH
Result=SUCCESS(0)
Result=SUCCESS(0)
Mar 24 16:42:41.710: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Calling Number=4000, Called Number=4000, Peer Info Type=DIALPEER_INFO_SPEECH
Dial String=4000, Expanded String=4000, Calling Number=4000T
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersMoreArg:
Result=SUCCESS(0)
Calling Number=, Called Number=, Voice-Interface=0x0,
Timeout=TRUE, Peer Encap Type=ENCAP_VOIP, Peer Search Type=PEER_TYPE_VOICE,
Result=NO_MATCH(-1) After All Match Rules Attempt
dialstring=NULL, saf_enabled=0, saf_dndb_lookup=0, dp_result=-1
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeer:exit@6524
Calling Number=4000, Called Number=, Voice-Interface=0x0,
Timeout=TRUE, Peer Encap Type=ENCAP_VOIP, Peer Search Type=PEER_TYPE_VOICE,
Match Rule=DP_MATCH_ANSWER; Calling Number=4000
Result=-1
Match Rule=DP_MATCH_ORIGINATE; Calling Number=4000
Result=Success(0); Incoming Dial-peer=4000 Is Matched
Result=Success(0) after DP_MATCH_ORIGINATE; Incoming Dial-peer=4000
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/
BR-1#DPM/dpMatchSafModulePlugin:
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpAssociateIncomingPeer:exit@6524
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersMoreArg:
Result=SUCCESS(0)
Result=SUCCESS(0)
Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchPeers:
Result=SUCCESS(0)

Result=SUCCESS(0)
Result=SUCCESS(0)
Result=SUCCESS(0)
SIP Debug: INVITE
This section describes how to troubleshoot SIP messages using the Cisco Unified
Communications Manager Express debug ccsip messages command.
SIP Debug: INVITE
 Use Cisco Unified Communications Manager Express debug

ccsip messages command to show SIP messages.
 INVITE from extension 1001 to voice mail (extension 4000).
INVITE sip:4000@10.1.4.3:5060 SIP/2.0
Via: SIP/2.0/UDP 10.1.4.102:5060;branch=z9hG4bK252120D
Remote-Party-ID: "John Jones"
<sip:1001@10.1.4.102>;party=calling;screen=no;privacy=off
From: "John Jones" <sip:1001@10.1.4.102>;tag=B5BB9DAC-E1A
To: <sip:4000@10.1.4.3>
Date: Fri, 26 Mar 2010 16:26:48 GMT
Call-ID: 35D46F2D-382B11DF-8405F3E9-97DB8F13@10.1.4.102
Supported: 100rel,timer,resource-priority,replaces,sdp-anat
Min-SE: 1800
Cisco-Guid: 0902954484-0942346719-2214654953-2547748627
User-Agent: Cisco-SIPGateway/IOS-12.x
Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER,
SUBSCRIBE, NOTIFY, INFO, REGISTER
CSeq: 101 INVITE
Use the Cisco Unified Communications Manager Express debug ccsip messages command to
display the SIP messages to and from the Cisco Unity Express voice-mail system.
The figure shows a call from extension 1001 to the voice-mail extension (4000).
The INVITE message is the first packet that is sent in the call setup. The contents of the
INVITE message show the source (From) and destination (To) of the call and SIP parameters
for the call. For example, this call supports the SIP Notify method for dual tone multifrequency
(DTMF) relay.
The following example output is for a successful call to voice-mail extension 4000 from
extension 1001. The SIP messages will be described on the next pages:
CME# debug ccsip messages
Sent:
INVITE sip:4000@10.1.4.3:5060 SIP/2.0
To: <sip:4000@10.1.4.3>
Date: Fri, 26 Mar 2010 16:26:48 GMT
Min-SE: 1800
Cisco-Guid: 0902954484-0942346719-2214654953-2547748627
Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE,
NOTIFY, INFO, REGISTER
CSeq: 101 INVITE
Max-Forwards: 70
Timestamp: 1269620808
Contact: <sip:1001@10.1.4.102:5060>

Call-Info: <sip:10.1.4.102:5060>;method="NOTIFY;Event=telephone-
event;Duration=2000“
Expires: 180
Allow-Events: telephone-event
Content-Type: application/sdp
Content-Disposition: session;handling=required
Content-Length: 241
v=0
o=CiscoSystemsSIP-GW-UserAgent 7470 8713 IN IP4 10.1.4.102
s=SIP Call
c=IN IP4 10.1.4.102
t=0 0
m=audio 17552 RTP/AVP 0 101
c=IN IP4 10.1.4.102
a=rtpmap:0 PCMU/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-16
a=ptime:20
Mar 26 16:26:48.234: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:

Received:
SIP/2.0 100 Trying
To: <sip:4000@10.1.4.3>
CSeq: 101 INVITE
Content-Length: 0

Received:
SIP/2.0 180 Ringing
To: <sip:4000@10.1.4.3>;tag=ds55b6b1
CSeq: 101 INVITE
Content-Length: 0
Contact: <sip:4000@10.1.4.3:5060;transport=udp>
Allow: INVITE, BYE, CANCEL, ACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO
Cisco-Gcid: 35D46F2D-382B11DF-8405F3E9-97DB8F13@10.1.4.102

Received:
SIP/2.0 200 Ok
To: <sip:4000@10.1.4.3>;tag=ds55b6b1
CSeq: 101 INVITE
Content-Length: 123
Cisco-Gcid: 35D46F2D-382B11DF-8405F3E9-97DB8F13@10.1.4.102
v=0
o=CUE 4987438 2 IN IP4 10.1.4.3
s=SIP Call
c=IN IP4 10.1.4.3
t=0 0
m=audio 16938 RTP/AVP 0
Sent:
ACK sip:4000@10.1.4.3:5060;transport=udp SIP/2.0
Via: SIP/2.0/UDP 10.1.4.102:5060;branch=z9hG4bK2531D0
To: <sip:4000@10.1.4.3>;tag=ds55b6b1
Date: Fri, 26 Mar 2010 16:26:48 GMT
Max-Forwards: 70
CSeq: 101 ACK
Content-Length: 0

SIP Debug: INVITE (Cont.)
 SIP INVITE message contains Session Description Protocol

(SDP) with media negotiation parameters
 PCMU/8000 requests G.711 mu-law for this call
Contact: <sip:1001@10.1.4.102:5060>
v=0
s=SIP Call
c=IN IP4 10.1.4.102
t=0 0
c=IN IP4 10.1.4.102
a=fmtp:101 0-16
a=ptime:20
The figure continues the example on the previous page involving a call from extension 1001 to
the voice-mail extension (4000). The INVITE message is the first packet that is sent in the call
setup. The contents of the INVITE message include the Session Description Protocol (SDP)
with media-negotiation parameters for the Real-Time Transport Protocol (RTP) flow. In the
example, the SIP INVITE SDP parameters are as follows:
 This call is a SIP call.
 PCMU/8000 requests G.711 mu-law for this call.
 This call originated from a Cisco SIP gateway user agent with IP address 10.1.4.102 (Cisco
Unified Communications Manager Express): CiscoSystemsSIP-GW-UserAgent 7470 8713
IN IP4 10.1.4.102
 DTMF method = "NOTIFY”
 RTP port number 17552 (m = audio 17552 RTP/AVP 0 101)
The following example output is the INVITE message for a successful call to voice-mail
extension 4000 from extension 1001. The complete call is shown in the example on the
previous page:
CME# debug ccsip messages
Sent:
INVITE sip:4000@10.1.4.3:5060 SIP/2.0
To: <sip:4000@10.1.4.3>
Date: Fri, 26 Mar 2010 16:26:48 GMT
Min-SE: 1800
Cisco-Guid: 0902954484-0942346719-2214654953-2547748627
CSeq: 101 INVITE
Max-Forwards: 70
Contact: <sip:1001@10.1.4.102:5060>
Expires: 180
Content-Length: 241
v=0
s=SIP Call
c=IN IP4 10.1.4.102
t=0 0
c=IN IP4 10.1.4.102
a=fmtp:101 0-16
a=ptime:20

SIP Debug: 200 OK
This section shows the Cisco Unified Communications Manager Express debug output for the
SIP 200 OK message.
SIP Debug: 200 OK
 Call is answered by Cisco Unity Express (10.1.4.3) voice-mail

extension 4000 using G.711 mu-law and SIP Notify
SIP /2.0 2 00 O k
Via : SIP/ 2.0/ UDP 1 0.1. 4.10 2:5060;br anch =z9h G4bK25212 0D
To: <sip:4000@10.1.4. 3>;tag=ds55b6b1
Fro m: "Jo hn J ones " <si p:10 01@10.1.4 .102 >;ta g=B5BB9DA C-E1 A
Cal l-ID : 35D4 6F2D -382 B11DF -840 5F3E 9-97 DB8F1 3@10 .1.4 .102
CSe q: 101 INV ITE
Con tent -Len gth: 12 3
Con tact : <sip :400 0@10 .1.4. 3:50 60;t rans port= udp>
Con tent -Typ e: app lica tion/ sdp
Cal l-In fo: <s ip:1 0.1. 4.3:5 060> ;met hod= "NOTI FY;E vent =tele phon e-event;D uration=20 00“
All ow-E vent s: tel epho ne-ev ent
All ow: IN VITE , BYE , CA NCEL , ACK, UPD ATE, REFE R, SU BSCR IBE, NOTI FY, INFO
Cis co-G cid: 3 5D46 F2D- 382B1 1DF- 8405 F3E9 -97DB 8F13 @10. 1.4.1 02
v=0
o=C UE 498 7438 2 IN IP4 10. 1.4.3
s=S IP Cal l
c=I N IP4 10.1 .4.3
t=0 0
m=a udio 1 6938 RTP /AVP 0
a=r tpma p:0 PC MU/8 000
Use the Cisco Unified Communications Manager Express debug ccsip messages command to
display the SIP messages to and from the Cisco Unity Express voice-mail system.
The figure shows a call from extension 1001 to the voice-mail extension (4000).
The 200 OK message indicates a successful answer to the call setup.
The contents of the 200 OK message shows the source (From) and destination (To) of the call
and the SIP parameters for the call. For example, this call supports G.711mu-law and the SIP
Notify method for DTMF relay. The call is answered by Cisco Unity Express with IP address
10.1.4.3.
Cisco Unity Express SIP Trace
This section shows how to enable SIP trace options using the Cisco Unity Express GUI.
Cisco Unity Express SIP Trace
 Enable SIP trace options using the GUI

caff-sip macro.
 SIP messages are the same as viewed
by Cisco IOS Software debug.
 Additional internal messages may also
be displayed in trace output.
IN VITE sip:4000@10.1. 4.3:5060 SIP/2 .0

Vi a: SIP/2.0/UDP 10.1 .4.10 2:50 60;b ranc h=z9h G4bK 2552 600
Re mote -Part y-ID : "Joh n Jon es"
<s ip:1 001@1 0.1. 4.10 2>;p arty= call ing;scree n=no;privacy=o ff
Fr om: "John Jones" <s ip:10 01@1 0.1. 4.10 2>;ta g=B5 F29D D4-1 666
To : <si p:40 00@10.1.4 .3>
SI P/2. 0 200 Ok
Vi a: SIP/2.0/UDP 10.1 .4.10 2:50 60;b ranc h=z9h G4bK 2552 600
To : <si p:40 00@10.1.4 .3>; tag= dsc146b76 0
Fr om: "John Jones" <s ip:10 01@1 0.1. 4.10 2>;ta g=B5 F29D D4-1 666
To enable Cisco Unity Express SIP trace options using the GUI, navigate to the Cisco Unity
Express GUI Administration > Traces and check the caff-sip macro checkbox.
SIP messages are the same as messages viewed using the Cisco IOS Software debug command.
Additional internal Cisco Unity Express messages may also be displayed in trace output.
Note Trace output is viewed via the CLI. For example, use the show trace buffer tail command
to view trace output in real time.

SIP Troubleshooting Scenario
This section describes an example SIP troubleshooting scenario.
SIP Troubleshooting Scenario
 The Widget Company is using a Cisco Unity Express voice-

mail solution.
 Currently, all users are experiencing problems accessing
their voice mail.
 Users report the following when pressing the Messages
button:
– They hear a busy tone.
– The Unknown Number message is displayed on the IP
phone.
SIP Forward Call

Express Communications Ephone-dn
Manager Express
In this SIP troubleshooting scenario, the Widget Company is using a Cisco Unity Express
voice-mail solution with Cisco Unified Communications Manager Express. Currently, all users
are experiencing problems accessing their voice mail.
Users report the following when pressing the Messages button:
 They hear a busy tone.
 The Unknown Number message is displayed on the IP phone.
SIP Troubleshooting
Verify the SIP traffic between Cisco Unified Communications Manager Express and Cisco
Unity Express.
SIP Troubleshooting
 The administrator suspects a problem with the voice-mail

system or an integration issue.
– The problem is experienced by all voice-mail users.
 No issues are found during initial verification of the
configurations.
 The next step is to look at the connection between Cisco
Unity Express and Cisco Unified Communications Manager
Express.
– Use Cisco Unity Express SIP tracing to view traffic.
SIP

Manager Express
The problem is experienced by all voice-mail users, so the administrator suspects a problem
with the voice-mail system or an integration issue. The first action is to verify the Cisco Unified
Communications Manager Express and Cisco Unity Express configurations. In this example, no
issues are found during initial verification of the configurations.
The next step is to look at the connection between Cisco Unity Express and Cisco Unified
Use Cisco Unity Express SIP tracing to view traffic between Cisco Unified Communications
Manager Express and Cisco Unity Express.
Alternatively, use the Cisco Unified Communications Manager Express debug command to
view the SIP traffic.

SIP Troubleshooting: INVITE
Use Cisco Unity Express SIP tracing to view traffic between Cisco Unified Communications
Manager Express and Cisco Unity Express.
SIP Troubleshooting: INVITE
 Cisco Unity Express caff-sip trace shows the wrong codec (G.729)
requested in the SIP INVITE from Cisco Unified Communications
Manager Express.
CUE1# show tra ce buffer tail
INVITE sip :400 0@10 .1.4. 3:50 60 SIP /2.0
Via: S IP/2 .0/U DP 10.1.4 .102:5060;branch=z9hG4bK2600
Remote-Party- ID: "John Jones"
sip:1001@10.1 .4.102>;party=cal ling; scre en=n o;pri vacy =off
From: "Joh n Jo nes" <sip :1001@10.1.4.102>;tag=B60BD298-37E
To: s ip:4 000@ 10.1. 4.3
User-Agent: Ci sco- SIPGatewa y/IO S-12 .x
Allow: INV ITE, OPTIONS, BYE, CANC EL, A CK, PRAC K, UPDATE , REFER,
SUBSCRIBE, NOT IFY, INFO, REGISTER
Content-Type: appl ication/s dp
v=0
o=CiscoSystemsSIP-GW-UserAgent 26 53 61 89 I N IP4 10.1.4. 102
s=SIP Call
c=IN I P4 1 0.1. 4.10 2
t=0 0
m=audio 16 674 RTP/ AVP 1 8 101
c=IN I P4 1 0.1. 4.10 2
a=rtpmap:18 G7 29/8 000
The figure shows an example output for the Cisco Unity Express GUI caff-sip trace.
The SIP INVITE message is shown.
The INVITE contains the Session Description Protocol (SDP) parameters for the call setup.
The INVITE and 200 OK messages are shown in the following output. In the trace, the INVITE
and 200 OK SIP messages have different codec types as follows:
 INVITE requests G.729: a = rtpmap:18 G729/8000 0
 200 OK requests G.711ulaw: a = rtpmap: 0 PCMU/8000
INVITE sip:4000@10.1.4.3:5060 SIP/2.0

Via: SIP/2.0/UDP 10.1.4.102:5060;branch=z9hG4bK2600
From: "John Jones" <sip:1001@10.1.4.102>;tag=B60BD298-37E
To: <sip:4000@10.1.4.3>
Date: Fri, 26 Mar 2010 17:54:24 GMT
Call-ID: 72F67AB5-383711DF-8411F3E9-97DB8F13@10.1.4.102
Min-SE: 1800
Cisco-Guid: 1928516037-0943133151-2215441385-2547748627
CSeq: 101 INVITE
Max-Forwards: 70
Contact: <sip:1001@10.1.4.102:5060>
Expires: 180
Content-Length: 264
v=0
s=SIP Call
c=IN IP4 10.1.4.102
t=0 0
c=IN IP4 10.1.4.102
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=fmtp:101 0-16
a=ptime:20
SIP/2.0 200 Ok
To: <sip:4000@10.1.4.3>;tag=dse5f1ec55
CSeq: 101 INVITE
Content-Length: 124
Cisco-Gcid: 72F67AB5-383711DF-8411F3E9-97DB8F13@10.1.4.102
v=0
o=CUE 10243970 2 IN IP4 10.1.4.3
s=SIP Call
c=IN IP4 10.1.4.3
t=0 0
m=audio 16626 RTP/AVP 0

SIP Troubleshooting: Bye
This section shows the SIP BYE message in the Cisco Unity Express trace output for the
previous call setup.
SIP Troubleshooting: Bye
 Cisco Unity Express caff-sip trace displays the SIP BYE message.
 The SIP BYE message is sent by Cisco Unity Express to clear the call from
Cisco Unified Communications Manager Express .
 The reason field contains a cause code indicating the reason for clearing the
call.
– Cause 65 indicates that the bearer capability (codec) is not supported by
CUE1# show tra ce buffer tail

BYE s ip:4 000@ 10.1. 4.3: 5060 ;tra nspor t=ud p S IP/2 .0
Via: S IP/2 .0/U DP 10.1.4.102:5060;branch=z9hG4bK2622430
From: "Joh n Jo nes" <sip :1001@10.1.4.102> ;tag=B60BD298-37E
To: < sip: 4000 @10.1 .4.3 >;ta g=ds e5f1e c55
Date: Fri, 26 Mar 2010 17:54:24 G MT
Call-ID: 7 2F67 AB5- 383711DF- 8411 F3E9 -97DB8F13 @10. 1.4. 102
User-Agent: Ci sco- SIPGatewa y/IO S-12 .x
Max-Forwards: 70
Timestamp: 126 9626 064
CSeq: 102 BYE
Reason: Q. 850; caus e=65
Content-Lengt h: 0
The figure shows example output of the Cisco Unity Express GUI caff-sip trace.
In the trace, the BYE message contains a reason code for the call disconnection (cause = 65).
Cause 65 indicates “bearer capability not implemented,” which indicates the wrong codec.
The SIP BYE message is shown here:
BYE sip:4000@10.1.4.3:5060;transport=udp SIP/2.0
To: <sip:4000@10.1.4.3>;tag=dse5f1ec55
Date: Fri, 26 Mar 2010 17:54:24 GMT
Max-Forwards: 70
CSeq: 102 BYE
Reason: Q.850;cause=65
Content-Length: 0
Additional cause codes includes the following:

 Unallocated (unassigned) number = 1
 Normal call clearing = 16
Note See the ITU Q.850 standard for a complete list of cause codes.
SIP Troubleshooting: Solution
This section describes the SIP troubleshooting solution.
SIP Troubleshooting: Solution
 Verify Cisco Unified Communications Manager Express

configuration.
 The voice-mail dial peer to Cisco Unity Express must be
configured for G.711 mu-law.
dial-peer voi ce 2500 voip dial -peer voice 2500 voip
des crip tion voic email CUE desc ript ion v oice mail CUE
des tina tion -patt ern 25.. dest inat ion- patt ern 25..
ses sion prot ocol sipv2 sess ion proto col sipv2
ses sion targ et ipv4:10.1.4 .3 sess ion targe t ipv4:10.1.4.3
dtm f-re lay s ip-n otify dtmf -rel ay si p-no tify
no vad code c g711ula w
no v ad
Voice Mail

Manager Express
Verify the Cisco Unified Communications Manager Express configuration.

Voice mail is accessed by call forwarding from IP phones to Cisco Unity Express. The dial peer
to Cisco Unity Express defines how Cisco Unified Communications Manager Express
communicates with Cisco Unity Express.
The dial peer is not configured to use the G.711 mu-law codec, so the default G.729 will be
used. The voice-mail dial peer must be configured for G.711 mu-law using the codec dial peer
configuration command.
Use the show running-config command to display the Cisco Unified Communications
Manager Express configuration.
Example configuration with incorrect G.729 codec:
b2bua
no vad

Example configuration with correct G.711 mu-law codec:
codec g711ulaw
no vad
Troubleshooting the MWI
This topic describes an example MWI troubleshooting scenario.
MWI Troubleshooting Scenario
 Voice-mail is working normally.

– Messages can be recorded and retrieved.
 The MWI is not working.
– On IP phones, the MWI light does not change to indicate
that there are new messages.
MWI Not On
MW I MW I

Express Communications IP Phone
Manager Express
In this MWI troubleshooting scenario, the Widget Company is using a Cisco Unity Express
voice-mail solution with Cisco Unified Communications Manager Express. Currently, voice
mail is working normally. All users are able to access their voice mail. Messages can be
recorded and retrieved.
The problem is that the MWI is not working. On IP phones, the MWI light does not change to
indicate that there are new messages.

Verify MWI Configuration
Verify the Cisco Unified Communications Manager Express and Cisco Unity Express MWI
configurations.
Verify MWI Configuration
 Verify the Cisco Unified Communications Manager Express

and Cisco Unity Express MWI configurations.
Name:
ciscomwiapp lication
Description : ephone-dn 38
ciscomwiapp lication nu mber 4998 ....
Application t ype: aa mw i on
Script: setmwi .aef
ID n umbe r: 3 ephone-dn 39
Enabled: yes nu mber 4999 ....
Maximum n umbe r of sess ions : 6 mw i off
CallControl GroupID: 0
strMWI_OFF_ DN: 4999
strMWI_ON_D N: 4998
MW I
Cisco Unity Cisco Unified Communications

The first step is to verify the Cisco Unified Communications Manager Express and Cisco Unity
Express MWI configurations. Check that Cisco Unified Communications Manager Express has
the correct MWI on and MWI off ephone-dns. The MWI numbers must match the Cisco Unity
Express configuration as follows:
 Cisco Unified Communications Manager Express ephone-dn MWI on and MWI off. There
should be four dots (for four-digit extensions) following the MWI number configured.
 Cisco Unity Express strMWI_ON_DN and strMWI_OFF_DN.
CME# show running-configuration

ephone-dn 38
number 4998....
mwi on
ephone-dn 39
number 4999....
mwi off
Check that the Cisco Unity Express MWI is correct as follows:

CUE1# show ccn application
Name: ciscomwiapplication
Description: ciscomwiapplication
Application type: aa
Script: setmwi.aef
ID number: 3
Enabled: yes
Maximum number of sessions: 6
CallControlGroupID: 0
strMWI_OFF_DN: 4999
strMWI_ON_DN: 4998
Cisco Unity Express Trace Output
View Cisco Unity Express trace output.
Cisco Unity Express Trace Output
 Enable MW I trace, leave a voice mail, and view the trace buffer.
 Example voice mail MWI on for extension 1001.
CUE1# trace voicemail mwi all
CUE1# show trace buffer tail
1923 03/24 17:10:23.080 TRAC TIMZ 1 GMT BST 0
3741 03/24 17:25:13.863 voicemail mwi "setMessageWaiting"
0x00000000000f1206 1001,true
3741 03/24 17:25:13.879 voicemail mwi " job state"
MessageWaitingThread.addJob:
Messages-Waiting: yes
Message-Account: sip:1001@10.1.4.3
Voice-Message: 7/0 (0/0)
Fax-Message: 0/0 (0/0)
.
.
MessageWaitingThread.run: extn=1001, numJobs=0
http://localhost:8080/mwiapp?extn=1001&state=1
Enable Cisco Unity Express MWI tracing. Place a call, leave a voice-mail message, and view
the trace output. Use trace voicemail mwi all command.
The example shows that the voice-mail MWI is set to “on” for extension 1001:
 Messages-Waiting: yes
 Message-Account: sip:1001@10.1.4.3
 http://localhost:8080/mwiapp?extn=1001&state=1 (state =1 indicates MWI on)
The following shows an example MWI trace output:

CUE1# trace voicemail mwi all
1923 03/24 17:10:23.080 TRAC TIMZ 1 GMT BST 0
3741 03/24 17:25:13.863 voicemail mwi "setMessageWaiting" 0x00000000000f1206
1001,true
MessageWaitingThread.addJob:
X-Cisco-Message-State: new
X-Cisco-Message-Type: normal
From: "Fred Bloggs" <sip:1010@sip.invalid>
To: <sip:1001@sip.invalid>
Date: Wed, 24 Mar 2010 17:25:13 GMT
Message-ID: FCZ094071WF-AIM2-FOC133939VS-1269447762320
Message-Context: voice-message
Content-Duration: 5

MessageWaitingThread.addJob: numJobs=1
3226 03/24 17:25:13.883 voicemail mwi " job state" MessageWaitingThread.run:
extn=1001, numJobs=0
http://localhost:8080/mwiapp?extn=1001&state=1
Cisco Unity Express MWI Refresh
Use Cisco Unity Express MWI Refresh to synchronize IP phone MWI states.
Cisco Unity Express MWI Refresh
 Use MWI Refresh to synchronize IP phone MWI states

– Voice Mail > Message Waiting Indicators > Refresh
 Refresh All or select mailboxes to refresh
Occasionally, the MWI setting for a telephone can be out of synchronization with the user's
message status in the voice-mail database.
For example, a user could have pending messages, but the MWI does not turn on.
The administrator can refresh the MWI light so that the light reflects the current message status
in the voice-mail database. Use the following procedure to refresh the MWI for a single
mailbox or for all mailboxes:
 Choose Voice Mail > Message Waiting Indicators > Refresh.
 To refresh one mailbox, check the box next to the user or group ID of the mailbox owner
and click Refresh Selected. To refresh all mailboxes, click Refresh All.
Note Cisco Unity Express will send MWI messages to refresh the MWI state. These messages
are useful when troubleshooting MWI problems.

Cisco Unity Express Refresh MWI State
Cisco Unity Express trace output for MWI Refresh.
Cisco Unity Express Refresh MWI State
 Example trace voicemail all output for MWI refresh all

 Check setMessageWaiting state
– Extension 1001 true (MWI on)
– Extension 2000 false (MWI off)
voicemail debug "dbg" com.cisco.aesop.voicemail.Mailbox :
refreshMWIAll
.
voicemail debug "dbg" com.cisco.aesop.voicemail.LdapAgent :
getAttributeValue:
/sw/local/users/jjones/TelephoneNumbers/primaryExtension
setMessageWaiting: 1001,true
.
voicemail debug "dbg" com.cisco.aesop.voicemail.LdapAgent :
getAttributeValue:
/sw/local/users/jbloggs/TelephoneNumbers/primaryExtension
setMessageWaiting: 2000,false
The figure shows example output for the trace voicemail all command after an MWI refresh is
issued. The example shows the Cisco Unity Express trace voicemail all output for the MWI
refresh all option. Check the setMessageWaiting state as follows:
 Extension 1001 true (MWI on)
 Extension 2000 false (MWI off)
Use Cisco Unified Communications Manager Express debug to troubleshoot.

Manager Express
 Use debug to verify that Cisco Unified Communications Manager Express

receives the MWI notification.
 The example shows SIP Notification for extension 1001 with Message-
Waiting set to yes.
CME#debug ccsi p message
Received:
NOTIFY sip :100 1@10 .1.4. 102: 5060 ;tra nsport=ud p SIP/2.0
Via: S IP/2 .0/U DP 10.1.4.3:5060;branch=z9hG4bK EwqIaheAa1aDc3Ap Nk8s6A~~38
Max-Forwards: 70
To: < sip: 1001 @10.1 .4.1 02:5 060>
From: <sip :100 1@10 .1.4.3:50 60>; tag= dsb2282ba b
Call-ID: f 09a9 eb3- 1137@sip: 1001 @10. 1.4.3:506 0
CSeq: 1 NO TIFY
Content-Lengt h: 110
Contact: < sip: 1001 @10.1.4.3 :506 0>
Content-Type: appl ication/s impl e-me ssage-sum mary
Event: mes sage -sum mary
Messages-Wait ing: yes

Message-Accou nt: sip:1001@10.1.4.3
Voice-Message : 18/0 (0/0)
Fax-Message: 0 /0 (0/0)
The figure shows example output for the Cisco Unified Communications Manager Express
debug ccsip message command. Verify the Cisco Unified Communications Manager Express
MWI notification.
The example shows a SIP Notification message for extension 1001 with the Message-Waiting
attribute set to yes:
CME# debug ccsip message
Received:
NOTIFY sip:1001@10.1.4.102:5060;transport=udp SIP/2.0
Via: SIP/2.0/UDP 10.1.4.3:5060;branch=z9hG4bKEwqIaheAa1aDc3ApNk8s6A~~38
Max-Forwards: 70
To: <sip:1001@10.1.4.102:5060>
From: <sip:1001@10.1.4.3:5060>;tag=dsb2282bab
Call-ID: f09a9eb3-1137@sip:1001@10.1.4.3:5060
CSeq: 1 NOTIFY
Content-Length: 110
Contact: <sip:1001@10.1.4.3:5060>
Content-Type: application/simple-message-summary
Event: message-summary
Sent:
CME#SIP/2.0 481 Call Leg/Transaction Does Not Exist
Via: SIP/2.0/UDP 10.1.4.3:5060;branch=z9hG4bKEwqIaheAa1aDc3ApNk8s6A~~38

From: <sip:1001@10.1.4.3:5060>;tag=dsb2282bab
To: <sip:1001@10.1.4.102:5060>;tag=B4321610-1D7
Date: Fri, 26 Mar 2010 09:16:57 GMT
Call-ID: f09a9eb3-1137@sip:1001@10.1.4.3:5060
CSeq: 1 NOTIFY
Content-Length: 0

MWI Script
Verify that the Cisco Unity Express MWI script is triggered and check the MWI settings.
MWI Script
 Verify that the Cisco Unity Express MWI script is triggered

and check the MWI settings
 Example trace ccn Engine all output for MWI refresh
 Extension 1001 MWI on (directory number 4998)
 SIP Unsolicited DTMF relay method is used for MWI
CUE1#trace ccn Engine all
CUE1#show trace buffer tail
State: STARTED
Application: App[name=ciscomwiapplication,type=Cisco Script
.
Trigger: ContactApplicationTrigger[time=1269528710701,
.
{strDeviceNum, java.lang.String, 1001}
{strMWI_DN, java.lang.String, 4998}
.
{sipMWIMethod, java.lang.String, unsolicited}
Verify that the Cisco Unity Express MWI script is triggered and check the MWI settings.
The figure shows example Cisco Unity Express output for the trace ccn Engine all command
after an MWI refresh is issued as follows:
 Extension 1001 MWI on (strMWI_DN 4998)
 SIP Unsolicited DTMF relay method is used for MWI
The complete trace ccn engine all output is shown below:

CUE1#trace ccn Engine all
CUE1#show trace buffer tail
An object of com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper
State: STARTED
Application: App[name=ciscomwiapplication,type=Cisco Script
Application,id=3,desc=ciscomwiapplication,enabled=true,max=6,valid=true,cfg=[A
pplicationConfig[,name=ciscomwiapplication,id=3,type=Cisco Script
Application.description=ciscomwiapplication,enabled=true,sessions=6,script=SCR
IPT[setmwi.aef],access=0,privilege=1,script=SCRIPT[setmwi.aef]]]]
Trigger:
ContactApplicationTrigger[time=1269528710701,locale=system.default,cfg=HttpApp
licationTriggerConfig[,name=/mwiapp,type=Cisco HTTP
Trigger,appName=ciscomwiapplication,enabled=true,sessions=1,idleTimeout=1000,l
ocale=system.default,callControlGroup=0,priDialogGroup=0.secDialogGroup=0,cont
rolClass=class
com.cisco.http.HttpControlChannel,controlGroupId=0,contactGroups=[GroupInfo[cl
ass=com.cisco.http.HttpControlChannel,id=0],
GroupInfo[class=com.cisco.http.HttpControlChannel,id=0]],uri=/mwiapp],contact=
HttpContact[id=52,type=Cisco Http
Contact,implId=null,active=false,state=CONTACT_TERMINATED,inbound=true,handled
=false,locale=en_US,aborting=false,app=App[name=ciscomwiapplication,type=Cisco
Script
Application,id=3,desc=ciscomwiapplication,enabled=true,max=6,valid=true,cfg=[A
pplicationConfig[,name=ciscomwiapplication,id=3,type=Cisco Script
Application.description=ciscomwiapplication,enabled=true,sessions=6,script=SCR
IPT[setmwi.aef],access=0,privilege=1,script=SCRIPT[setmwi.aef]]]],task=1900000
0056,session=null,seqNum=-
1,time=1269528710698,req=org.apache.tomcat.facade.HttpServletRequestFacade@a1e
7ad]]
An object of com.cisco.wfframework.engine.core.WFEngineWorkflowDebugTask
ID: 19000000056
Start time (ms): 1269528710712
Source ID:
Destination ID:
Media Instance ID: null
Session handled: false
Context:
An object of com.cisco.wfframework.obj.WFWorkflowContext
{
{strDeviceNum, java.lang.String, 1001}
{strMWI_DN, java.lang.String, 4998}
{errorFileNoParameter, java.lang.String, MWIerrorNoParam.html}
{successFile, java.lang.String, MWIsuccess.html}
{errorFileCreateCallFail, java.lang.String, MWIerrorCreateCallFail.html}
{returnFileDocument, com.cisco.doc.Document,
FileDocument[file=/usr/wfavvid/Documents/Generic/system/default/MWIsuccess.htm
l,mime=text/html]}
{strMWI_CompleteNum, java.lang.String, }
{rnaTimeOut, java.lang.Integer, 5}
{CallControlGroupID, java.lang.Integer, 0}
{mwiCallContact, com.cisco.contact.Contact, null}
{mwiOn, java.lang.Boolean, true}
{strMWI_ON_DN, java.lang.String, 499
3619 03/25 14:51:50.813 ACCN ENGN 0 8}
{strMWI_OFF_DN, java.lang.String, 4999}
{mwistatus, java.lang.String, 1}
{CallControlGroupID_ITS, java.lang.Integer, 0}
{Real_CallControlGroupID, java.lang.Integer, 1}
{sipMWIMethod, java.lang.String, unsolicited}
{allowUnsolicited, java.lang.Boolean, true}
{mwiBody, com.cisco.doc.Document,
CachedDocument[name=null,mime=application/simple-message-summary]}
{i, java.lang.Integer, 2}
{comma, java.lang.String, ,}
{mwiMethod, java.lang.String, unsolicited}
{outcall, java.lang.Boolean, false}

MWI Configuration
Verify the Cisco Unity Express and Cisco Unified Communications Manager Express MWI
configurations.
MWI Configuration
 Modify Cisco Unified Communications Manager Express and Cisco

Unity Express to use common MW I parameters.
 Use the SIP Notify method on both systems.
dial-peer voic e 4000 voi p
desc ript ion v oicemail C UE
dest inat ion-p atte rn 4.. .
sess ion p roto col sipv2
sess ion t arge t ipv4:10. 1.4.3
dtmf -rel ay rt p-nte sip- notify
dtmf -int erwor king rtp-n te
code c g71 1ula w
no v ad
MWI
Cisco Unity Cisco Unified Communications

Verify the Cisco Unity Express and Cisco Unified Communications Manager Express MWI
configurations. Modify Cisco Unified Communications Manager Express and Cisco Unity
Express to use common MWI parameters. Use the SIP Notify method on both systems.
The example shows the Cisco Unified Communications Manager Express dial peer configured
to use both the RTP NTE and SIP Notify DTMF relay methods:
destination-pattern 4...
dtmf-relay rtp-nte sip-notify
dtmf-interworking rtp-nte
codec g711ulaw
no vad
Troubleshooting Subscriber and Mailbox
This topic describes an example mailbox troubleshooting scenario.
Troubleshooting Mailbox Scenario
 XYZ Company is using Cisco Unity Express voice mail in a

medium-sized office environment.
 Voice mail appears to be working for most users.
 However, a small number of subscribers cannot access their
voice mail.
“My voic e mail is
not working.”
Voice Mail
IP Phone
Cisco Unity Express
Subscriber
In this mailbox troubleshooting scenario, the XYZ Company is using a Cisco Unity Express
voice-mail solution with Cisco Unified Communications Manager Express in a medium-sized
office environment. Currently, voice mail appears to be working for most users. However, few
subscribers cannot access their voice mail.

Verify Call Forwarding
Verify that IP phones have the correct call forwarding configuration.
Verify Call Forwarding
 Voice-mail integration between Cisco Unified Communications

Manager Express and Cisco Unity Express is working.
– Most subscribers can use their mailbox.
 Verify that individual IP phones are configured correctly in Cisco
Unified Communications Manager Express.
– Forwarding calls to the correct voice-mail extension
ep hone- dn 1
nu mber 1001
ca ll-f orward noa n 400 0 ti meou t 10
4000 Voicemail
Cisco Unified
Cisco Unity Express Communications IP Phone
Manager Express
Most subscribers can use their mailbox, so it seems that voice-mail integration between Cisco
Unified Communications Manager Express and Cisco Unity Express is working.
The first step is to verify that individual IP phones are configured correctly in Cisco Unified
Check that the IP phones associated with the users who are reporting problems are configured
to forward calls to the correct voice-mail extension. Compare the phones that are having
problems with IP phones that work.
Verify Mailbox
Verify the Cisco Unity Express mailbox configuration.
Verify Mailbox
 Verify that the subscriber

has an associated
mailbox that is
configured.
 Verify that the primary
extension is configured.
 Verify that the mailbox is
enabled (user hears
prompt when disabled).
 Unlock mailbox if
required.
Verify the Cisco Unity Express mailbox configuration as follows:

 Check that the subscriber has a mailbox associated.
 Verify that the Enabled check box is selected.
 Verify that the extension of the subscriber is designated as a primary extension.
— Cisco Unity Express does not send an MWI to an E.164 number.
Occasionally, a mailbox becomes locked, and the owner cannot access the stored messages. A
"mailbox is currently in use" message is typically played when a user tries to access a mailbox
that is locked.
To unlock the mailbox, navigate to Voice Mail > Mailboxes. The Voice Mail Mailboxes
window appears. Click the box next to the mailbox that you want to unlock and click Unlock.
At the prompt, click Yes to unlock the mailbox.

Mailbox Trace
Use the Cisco Unity Express mailbox trace options.
Mailbox Trace
 Enable the Cisco Unity Express Mailbox

trace options.
 Attempt to access a mailbox.
 View trace output via the CLI.
 Example subscriber fbloggs successful
mailbox login.
CUE 1# sh ow trace buffer tail

Pre ss <C TRL-C> to exit...
361 7 03/ 26 11:01: 15.0 35 ACCN EN GN 0 Noti fying Debug task En ded
260 23 03 /26 15:07 :06. 404 vo icem ail m ailb ox "User login"
/sw /local/users/fblo ggs
260 23 03 /26 15:07 :06. 499 vo icem ail m ailb ox 0 getExpired: 0,
exp iryTime=2010-04-0
8T1 9:05:05+0100
260 23 03 /26 15:07 :20. 804 vo icem ail m ailb ox "User logout"
0x0 00000046c7cfe58 /sw/
loc al/users/fbloggs
Enable Cisco Unity Express Mailbox trace options using the GUI. Attempt to access a mailbox
and view trace output via the CLI.
The example shows a successful mailbox login for subscriber fbloggs as follows:
 Voice mailbox "User login”
 Voice mailbox "User logout”
Use the show trace command to verify the trace settings:

CUE1# show trace
MODULE ENTITY SETTING
Voicemail mailbox 00000fff
LOG NAME STATUS
atrace.log
Use the show trace buffer tail command to view the trace output:
3617 03/26 11:01:15.035 ACCN ENGN 0 Notifying Debug task Ended
26023 03/26 15:07:06.404 voicemail mailbox "User login"
/sw/local/users/fbloggs
26023 03/26 15:07:06.499 voicemail mailbox 0 getExpired: 0, expiryTime=2010-
04-0
8T19:05:05+0100
26023 03/26 15:07:20.804 voicemail mailbox "User logout" 0x000000046c7cfe58
/sw/
local/users/fbloggs
Interpreting TUI Sessions
This section describes how to verify TUI scripts and subscriber input.
Interpreting TUI Sessions
 Verify scripts and subscriber input. Use the trace voicemail

vxml all command for TUI session debugging.
– Displays DTMF received and prompts played in
response to DTMF
 Use caller ID for differentiating different calls
into voice mail.
– Displays voice mail TUI position
– Various levels of prompts and menus within
the TUI
TUI
Subscriber IP Phone
Verify scripts and subscriber input. The script voicebrowser.aef provides the functionality of
the Cisco Unity Express voice-mail application. This script uses Voice Extensible Markup
Language (VoiceXML) to implement its functionality. These functions can be viewed by using
the trace voicemail vxml all command, which provides the following information:
 Displays DTMF received and prompts played in response to DTMF
 Use caller ID for differentiating different calls into voice mail
 Displays voice-mail telephone user interface (TUI) position
 Various levels of prompts and menus within the TUI
The caller ID of users calling into voice mail is checked. If there is a mailbox that is associated
with that phone number, users are prompted for the PIN. If there is no matching mailbox, users
are prompted to enter the extension with which their mailboxes are associated.

TUI Session: Leaving a Message
This section presents Cisco Unity Express TUI session trace output for leaving a message.
TUI Session: Leaving a Message
 A caller leaves a message with urgent priority in voice mail.

 User hears prompts and selects option 2.
CUE# trace voicemail vxml prompt

CUE# show trace buffer long
4264 04/21 10:49:58.216 voicemail vxml "Record your message at the tone. When you are
finished, hang up or press # for more options." 0x000000037e11d612 AvAesopCustomENU079.wav
4264 04/21 10:50:06.623 voicemail vxml 0 0x000000037e11d612 TIMEOUT
4264 04/21 10:50:12.590 voicemail vxml 0 0x000000037e11d612 recorded callermsg
duration:5280mS termchar:'#'
4264 04/21 10:50:12.756 voicemail vxml "To send this message with normal priority, press 1.
To send this message with urgent priority, press 2." 0x000000037e11d612 AvPHGreetENU002.wav
4264 04/21 10:50:12.757 voicemail vxml "To play your message, press 3. To re-record it,
press 4." 0x000000037e11d612 AvAesopCustomENU004.wav
4264 04/21 10:50:12.758 voicemail vxml "To cancel press 6" 0x000000037e11d612
AvPHGreetENU403.wav
4264 04/21 10:50:19.670 voicemail vxml "callerMsgRecord.msg_option.action"
0x000000037e11d612 2 User entry
4264 04/21 10:50:19.881 voicemail vxml "Your message has been sent." 0x000000037e11d612
AvPHGreetENU008.wav
4264 04/21 10:50:19.934 voicemail vxml "Wait while I transfer your call" 0x000000037e11d612
AvPHGreetENU005.wav
To view a call arriving in voice mail and a message being left for a subscriber in the form of
trace command output, enter the trace voicemail vxml all command. This output can include
the prompts that are played and any corresponding .wav files that are mapped to those prompts.
The input of the caller can also be displayed in the output of the trace command.
In the example, the subscriber is prompted for input as follows:
 “To send this message with normal priority, press 1.”
 “To send this message with urgent priority, press 2.”
 “To play your message, press 3.”
 “To rerecord it, press 4.”
The following describes the trace output:

 A caller leaves a message with urgent priority in voice mail.
— User hears prompts and selects option 2.
 The user hears “Your message has been sent” and “Wait while I transfer your call.”
TUI Session: Retrieving a Message
This section presents Cisco Unity Express TUI session trace output for retrieving a message.
TUI Session: Retrieving a Message
 User mbrown retrieves a message from voice mail.

 Input follows Spoken Name and prompt .wav files
CUE# trace voicemail vxml all

4262 04/21 10:58:12.844 VMSS vxml 0x000000037e11d614 18002 AvSubSignInENU002.wav
4262 04/21 10:58:16.730 VMSS vxml 0x000000037e11d614 11 123 Password
4262 04/21 10:58:17.244 VMSS vxml 0x000000037e11d614 0 SpokenName=mbrown-spokenName
4262 04/21 10:58:17.402 VMSS vxml 0x000000037e11d614 12128 AvSubMsgCountENU128.wav
4262 04/21 10:58:17.427 VMSS vxml 0x000000037e11d614 11001 AvSubMenuENU001.wav Spoken Name
.
.
4262 04/21 10:58:17.450 VMSS vxml 0x000000037e11d614 11006 AvSubMenuENU006.wav
4262 04/21 10:58:26.257 VMSS vxml 0x000000037e11d614 13 1 User entry
4262 04/21 10:58:26.295 VMSS vxml 0x000000037e11d614 14004 AvSubMsgStackENU004.wav
4262 04/21 10:58:26.653 VMSS vxml 0x000000037e11d614 1031 AvAddrSearchENU031.wav
4262 04/21 10:58:26.660 VMSS vxml 0x000000037e11d614 0 2501 Calling Party
4262 04/21 10:58:26.660 VMSS vxml 0x000000037e11d614 2175 AvAesopCustomENU175.wav
4262 04/21 10:58:26.661 VMSS vxml 0x000000037e11d614 2176 AvAesopCustomENU176.wav
4262 04/21 10:58:26.667 VMSS vxml 0x000000037e11d614 0 1
In this example, the subscriber mbrown retrieves a message from voice mail with the following
parameters:
 User password input (123)
 Spoken Name and prompt .wav files are played for menu options
 The user selects menu option 1 (User Entry 1)
This is an example trace output for voice-mail message retrieval:

4262 04/21 10:58:12.844 VMSS vxml 0x000000037e11d614 18002
AvSubSignInENU002.wav
4262 04/21 10:58:16.730 VMSS vxml 0x000000037e11d614 11 123
4262 04/21 10:58:17.244 VMSS vxml 0x000000037e11d614 0 SpokenName=mbrown-
spokenName
4262 04/21 10:58:17.402 VMSS vxml 0x000000037e11d614 12128
AvSubMsgCountENU128.wav
4262 04/21 10:58:17.413 VMSS vxml 0x000000037e11d614 12008
4262 04/21 10:58:17.416 VMSS vxml 0x000000037e11d614 12023
4262 04/21 10:58:26.257 VMSS vxml 0x000000037e11d614 13 1
4262 04/21 10:58:26.295 VMSS vxml 0x000000037e11d614 14004
AvSubMsgStackENU004.wav
4262 04/21 10:58:26.653 VMSS vxml 0x000000037e11d614 1031
AvAddrSearchENU031.wav
4262 04/21 10:58:26.660 VMSS vxml 0x000000037e11d614 0 2501
4262 04/21 10:58:26.660 VMSS vxml 0x000000037e11d614 2175
AvAesopCustomENU175.wav
4262 04/21 10:58:26.661 VMSS vxml 0x000000037e11d614 2176
4262 04/21 10:58:26.667 VMSS vxml 0x000000037e11d614 0 1
4262 04/21 10:58:26.668 VMSS vxml 0x000000037e11d614 2088
4262 04/21 10:58:26.669 VMSS vxml 0x000000037e11d614 3002 AvCommonENU002.wav
4262 04/21 10:58:26.669 VMSS vxml 0x000000037e11d614 2160
4262 04/21 10:58:26.750 VMSS vxml 0x000000037e11d614 0 Mon Apr 21 10:50:19
GMT-04:00 (GMT-04:00) 2008
4262 04/21 10:58:37.884 VMSS vxml 0x000000037e11d614 0 TIMEOUT
4262 04/21 10:58:37.969 VMSS vxml 0x000000037e11d614 0 Message=25195
4262 04/21 10:58:43.305 VMSS vxml 0x000000037e11d614 0 TIMEOUT
4262 04/21 10:58:43.318 VMSS vxml 0x000000037e11d614 2170
4262 04/21 10:58:43.319 VMSS vxml 0x000000037e11d614 2209
4262 04/21 10:58:43.319 VMSS vxml 0x000000037e11d614 13203
AvSubMsgPlayENU203.wav
4262 04/21 10:58:49.531 VMSS vxml 0x000000037e11d614 15 3
4262 04/21 10:58:49.635 VMSS vxml 0x000000037e11d614 13018
AvSubMsgPlayENU018.wav
4262 04/21 10:58:49.730 VMSS vxml 0x000000037e11d614 1031
AvAddrSearchENU031.wav
4262 04/21 10:58:49.737 VMSS vxml 0x000000037e11d614 0 2201
4262 04/21 10:58:49.737 VMSS vxml 0x000000037e11d614 2175
4262 04/21 10:58:49.738 VMSS vxml 0x000000037e11d614 2176
4262 04/21 10:58:49.744 VMSS vxml 0x000000037e11d614 0 2
4262 04/21 10:58:49.745 VMSS vxml 0x000000037e11d614 3002 AvCommonENU002.wav
4262 04/21 10:58:49.746 VMSS vxml 0x000000037e11d614 2160
4262 04/21 10:58:49.757 VMSS vxml 0x000000037e11d614 0 Mon Apr 21 06:21:44
GMT-04:00 (GMT-04:00) 2008
Summary
Summary
 A problem-solving methodology should be used when

troubleshooting voice-mail issues in Cisco Unity Express.
 Cisco Unified Communications Manager Express debug
commands can be used to troubleshoot SIP connectivity
issues with Cisco Unity Express.
 The Cisco Unity Express MWI Refresh feature generates
messages to synchronize the MWI state of IP phones.
 The trace voicemail vxml command output shows TUI input
as well as menus and prompts.
This lesson covered troubleshooting Cisco Unity Express in a Cisco Unified Communications
Manager Express environment.
References
 RFC 3261, SIP: Session Initiation Protocol at http://www.ietf.org/rfc/rfc3261.txt.
 ITU-T Q.850: Usage of cause and location in the Digital Subscriber Signaling System No.
1 and the Signaling System No. 7 ISDN User Part at http://www.itu.int/rec/T-REC-Q.850/.

Module Summary
This topic summarizes the key points that were discussed in this module.
Module Summary
 Cisco Unity Express offers industry-leading integrated messaging,

voice mail, fax, auto-attendant, and interactive voice response.
 The Cisco Unified Communications Manager Express service
module provides a cost-effective voice-mail solution for branch
locations.
 Administrators can configure different prompts to be played at
different times using Cisco Unity Express business hours and
holiday schedules.
 Cisco Unity Express provides a default set of auto-attendant
prompts and scripts.
 Mailbox subscribers can receive message notifications on more
than one device. For example, via email and on a cell phone.
 Cisco Unity Express provides powerful troubleshooting tools such
as the trace command.
This module describes how to implement Cisco Unity Express in a Cisco Unified
Communications Manager Express Environment. The lessons covered topics such as
configuring mailbox subscribers and how to troubleshoot Cisco Unity Express voice-mail
integration. Cisco Unity Express Auto-Attendant features were also covered.
References
 Cisco Unity Express Documentation, By Version at
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/roadmap/cuedocs.html.

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.
Q1) Which process starts after the “no response” timeout in the Cisco Unity Express
postinstallation script? (Source: Understanding Cisco Unity Express)
Q2) Which of the following can be used to configure auto-attendant parameters? (Source:
Understanding Cisco Unity Express)
A) SRSV
B) Telephony User Interface
C) MWI notification
D) Multisite Site Distributed Messaging
Q3) How can the administrator connect to the Cisco Unity Express module to start software
installation or configuration? (Source: Integrating Cisco Unity Express with Cisco
Unified Communications Manager Express)
A) use a SIP session to the Cisco Unity Express module
B) connect via a DTMF relay
C) access Cisco Unity Express with the voice-mail directory number configured
on Cisco Unified Communications Manager Express
D) use the session option of the Cisco Unified Communications Manager Express
service-module command
Q4) Which command is used in Cisco Unity Express to return the configuration to the
factory defaults? (Source: Integrating Cisco Unity Express with Cisco Unified
Communications Manager Express)
Q5) The IP phone Messages button is used to retrieve voice-mail messages from Cisco
Unity Express. Which Cisco Unified Communications Manager Express configuration
is used when the IP phone Messages button is pressed? (Source: Integrating Cisco
Unity Express with Cisco Unified Communications Manager Express)
A) MWI outcall configuration
B) telephony service voicemail command
C) ephone-dn Call Forward No Answer configuration
D) mwi sip server command
Q6) The administrator can define the voice-mail login password minimum length in the
range from 3 to 32. (Source: Configuring the Cisco Unity Express System)
A) true
B) false

Q7) Which of the following is recommended when using Cisco Unity Express Holiday or
Business Hours schedules? (Source: Configuring the Cisco Unity Express System)
A) Enable the system feature to automatically copy the existing Holiday and
Business Hours schedules to the following year.
B) Cisco Unity Express does not allow users to access voice mail during periods
that are defined in Holiday schedules.
C) Use an NTP server.
D) Business Hours schedules can be configured with 15-minute time blocks to set
the open or closed business hours.
Q8) Which two are required attributes when adding subscribers? (Choose two.) (Source:
Configuring Cisco Unity Express User Accounts)
A) first name
B) primary extension
C) primary E.164 number
D) nickname
E) password
Q9) The Cisco Unity Express administrator can import users from Cisco Unified
Communications Manager Express using the Configure > Users window. (Source:
A) true
B) false
Q10) The Cisco Unity Express User GUI provides user access to mailbox settings. Which
two mailbox settings cannot be configured by the user? (Choose two.) (Source:
A) vacation and meeting greetings—both can be active at the same time
B) first name, last name, and nickname
C) a separate auto-attendant call-in number for personal use
D) private distribution lists
E) notification devices
Q11) The Cisco Unity Express Restriction Tables control the phone numbers that subscribers
can use to access features such as message notification. (Source: Configuring Cisco
Unity Express User Accounts)
A) true
B) false
Q12) Privilege levels provide different access rights to user groups. Which two user data
elements can users access without configuring privilege levels? (Choose two.) (Source:
A) voice mail greeting type
B) view real-time reports
C) view historical reports
D) notification profile
E) send broadcast messages across the network
Q13) Which two statements best describe the Cisco Unity Express VoiceView Express
feature? (Choose two.) (Source: Configuring Cisco Unity Express User Accounts)
A) Cisco Unity Express supports a maximum 32 VoiceView Express sessions.
B) Voice-mail subscribers can browse, play, send, and manage voice-mail
messages by pressing the Services button on their Cisco IP Phone.
C) Cisco Unified Communications Manager Express runs an authentication server
to verify subscriber credentials when accessing VoiceView Express.
D) The VoiceView Express systemwide session timeout default is 10 minutes.
E) Voice-mail subscribers can browse, play, send, and manage voice-mail
messages by pressing the Messages button on their Cisco IP Phone.
Q14) The Integrated Messaging feature for Cisco Unity Express allows users to manage
voice-mail messages by using an IMAP email client. Which of the following is true?
(Source: Configuring Cisco Unity Express User Accounts)
A) Integrated Messaging is enabled by default.
B) Subscribers can send, receive, and manage their voicemail messages using an
IMAP email client such as Microsoft Outlook 2007.
C) The IMAP email client must be configured with user ID and PIN of the Cisco
Unity Express subscriber.
D) A “mailbox full” notification occurs when the capacity exceeds 97 percent.
Q15) SRSV provides a voice-mail survivability solution in branch offices. Which two
statements about SRSV are false? (Choose two.) (Source: Configuring Cisco Unity
Express User Accounts)
A) Cisco Unity Express supports SRSV.
B) Cisco Communication Manager Business Edition supports SRSV.
C) Cisco Unity supports SRSV.
D) Cisco Communication Manager supports SRSV.
E) Cisco Unity Connection supports SRSV.
Q16) Which two statements are correct about the EAG? (Choose two.) (Source:
Understanding Cisco Unity Express Auto Attendant)
A) The EAG can be activated and deactivated via the GUI or TUI.
B) Administrators can configure a separate call-in number for emergency access
to auto-attendant scripts.
C) The system auto-attendant plays the Emergency Alternate Greeting by default.
D) When activated, the EAG is played instead of the welcome greeting of the
system auto-attendant.
E) The EAG can be used to alert callers to temporary schedule changes caused by
bad weather or other unexpected events.
Q17) The Cisco Unity Express Auto Attendant prompt format for files must be G.711 mu-
law or G.711 A-law, 8 kHz, 8 bit, mono. (Source: Understanding Cisco Unity Express
Auto Attendant)
A) true
B) false

Q18) Which option can administrators use to configure or view directory number triggers
and the maximum number of concurrent sessions for Cisco Unity Express applications?
(Source: Understanding Cisco Unity Express Auto Attendant)
A) the Voice Mail > Auto Attendant window in the Cisco Unity Express GUI
B) the Cisco Unity Express Editor PC software
C) the System > Call-in numbers window in the Cisco Unity Express GUI
D) AvT
Q19) Cisco Unity Express supports script creation and modification. Which two options are
correct? (Choose two.) (Source: Understanding Cisco Unity Express Auto Attendant)
A) The administrator can create and modify scripts offline using the Cisco Unity
Express Editor PC software. The GUI Express Editor can be used to modify
the script after downloading it to the Cisco Unity Express system.
B) Scripts that are created using the Cisco Unity Express Editor PC software
cannot be edited using the GUI Express Editor.
C) Administrators can create script files on a PC or via the Cisco Unity Express
GUI.
D) The GUI Express Editor can be used to record new prompts to be played and
assign prompts to script actions.
E) Administrators can use the GUI Express Editor to configure the actions for
telephone user input for the keys 0 to 9 only. The Cisco Unity Express Editor
PC software must be used to configure scripts for the asterisk (*) and pound (#)
keys.
Q20) The Cisco Unity Express administrator can create new script variables using the GUI
Express Editor. (Source: Understanding Cisco Unity Express Auto Attendant)
A) true
B) false
Q21) Which command displays the voice call history on Cisco Unified Communications
Manager Express? (Source: Troubleshooting Cisco Unity Express)
A) show call history voice
B) show voice call history
C) show voice call log
D) show call voice history
Q22) After enabling SIP trace options via the GUI, the administrator can view the trace
output by performing which action? (Source: Troubleshooting Cisco Unity Express)
A) access the Cisco Unity Express GUI caff-sip macro
B) use the Cisco Unity Express GUI Administration > Traces window
C) use the Cisco Unity Express show trace buffer tail CLI command
D) enter the Cisco Unity Express show logs command
Q23) Which two methods can be used to troubleshoot Message Waiting Indicator issues?
(Choose two.) (Source: Troubleshooting Cisco Unity Express)
A) the Cisco Unity Express trace voicemail mwi all command
B) the Cisco Unified Communications Manager Express debug voicemail mwi
command
C) the Cisco Unified Communications Manager Express debug ccsip message
command
D) the Cisco Unity Express trace mwi all command
E) verify that the ephone-dn is configured with call forwarding to the voice-mail
directory number
Q24) Which command can be used to view TUI user input when troubleshooting mailbox
issues? (Source: Troubleshooting Cisco Unity Express)
A) the Cisco Unity Express trace voicemail tui input command
B) the Cisco Unity Express trace voicemail prompt command
C) the Cisco Unity Express trace voicemail input command
D) the Cisco Unity Express trace voicemail vxml command

Module Self-Check Answer Key
Q1) Post-Install Auto Configuration
Q2) B
Q3) D
Q4) Restore factory default
Q5) B
Q6) A
Q7) C
Q8) A, E
Q9) B
Q10) B, C
Q11) B
Q12) A, D
Q13) A, B
Q14) D
Q15) B, D
Q16) A, D
Q17) B
Q18) D
Q19) B, C
Q20) B
Q21) A
Q22) C
Q23) A, C
Q24) D
Module 4
Voice Profile for Internet Mail

Implementation
Overview
In many organizations, the voice-mail deployment follows the distributed messaging model
with multiple single-site messaging systems. With multiple voice-mail systems, each
messaging system controls local voice-mail access and communicates with other systems
across a messaging backbone that spans all locations. Voice Profile for Internet Mail (VPIM) is
one method for communicating between messaging systems. This module describes how to
implement voice-mail networking using VPIM.
Module Objectives
Upon completing this module, you will be able to implement voice-mail networking using
VPIM. This ability includes being able to meet these objectives:
 Describe the features and characteristics of VPIM
 Describe how to implement VPIM in Cisco Unity Connection
 Describe how to implement VPIM in Cisco Unity Express
Lesson 1
Understanding VPIM
Overview
This lesson provides an overview of Voice Profile for Internet Mail (VPIM) networking.
Topics include how voice messaging systems are networked together and VPIM features and
characteristics.
Objectives
Upon completing this lesson, you will be able to describe the features and characteristics of
VPIM. This ability includes being able to meet these objectives:
 Describe how voice messaging systems are networked together
 Describe the advantages of VPIM Networking between different voice messaging systems
Voice Messaging Network Options
This topic describes how voice messaging systems are networked together.
Digital Networking
 Messaging among multiple Cisco Unity Connection servers

 Users can send messages to subscribers on other networked
servers (by name or extension)
– Example: Use the IP phone to forward fax and email
messages to any subscriber in the organization.
Digital Cisco Unity Cisco Unity
Network Connection Connection
SMTP
Cisco Unified Cisco Unified

Communications Communications
Subscriber Manager Manager Subscriber
With digital networking, the messaging systems are networked together to present a single
messaging system to both inside and outside users.
Digital networking allows messaging among multiple Cisco Unity or Cisco Unity Connection
servers. Digitally networked Cisco Unity Connection systems automatically exchange directory
information. Therefore, a user on one Cisco Unity Connection system can dial out to or address
messages to a user on any other system by name or extension, if the target user is reachable in
the search scope of the originating user. The networked systems function as though they share a
single directory. Users do not need to know where another user is located; they need only the
name or extension number to address a message to any user or system distribution list in the
directory.
Simple Mail Transfer Protocol (SMTP) transport is used for both directory replication and
message transfer.
Up to 10 nodes (single or active/active pair) can be connected together in a digital network
system. Cisco Unity Connection can integrate with a corporate directory, such as Microsoft
Active Directory, to synchronize users and use digital networking simultaneously. In this
configuration, each Cisco Unity Connection server or server pair will be able to synchronize up
to 20,000 users from the corporate directory.
Subscribers use the same Cisco Unity Connection tools for messaging with subscribers on other
networked Cisco Unity Connection servers that they use for messaging with subscribers on the
same server. If your organization also has the fax-mail and text-to-speech email features,
subscribers can use the phone to forward fax and email messages to any subscriber in the
organization.
In a digital network, each Cisco Unity Connection object is created and homed on a single
Cisco Unity Connection system that is known as a Cisco Unity Connection location. An object
can only be modified or deleted on the Cisco Unity Connection system where it was created.
Each location has its own directory of users and other objects, and replicates a subset of these
objects and their properties to other locations.
The following objects are replicated in a Cisco Unity Connection digital network:
 Users
 Contacts (system and VPIM)
 System distribution lists (including membership)
 Locations (Cisco Unity Connection and VPIM)
 Partitions
 Search spaces
 Recorded voice names
© 2010 Cisco Systems, Inc. Voice Profile for Internet Mail Implementation 4-5
Cisco Unity Connection Site Overview
This section describes an overview of the Cisco Unity Connection site feature.
Cisco Unity Connection Site Overview
 Cisco Unity Connection servers can be networked together using

intrasite links to form Cisco Unity Connection sites.
– Previously called digital networking
 Locations exchange directory synchronization information and
messages directly with every other location via SMTP.
 Maximum 10 Cisco Unity Connection servers per Cisco Unity
Connection site.
– A Cluster pair counts as one location.
Connection Intrasite Link

Site
SMTP

Connection Connection
Cluster
Each Cisco Unity Connection server has a maximum number of subscribers that it can serve.
When the voice messaging needs of an organization require more than one Cisco Unity
Connection server, the servers can be networked together to form Cisco Unity Connection sites.
Note The Cisco Unity Connection site concept was known as a digital network in Cisco Unity
Connection version 7.
Administrators can join two or more Cisco Unity Connection servers or clusters (up to a
maximum of 10) to form a well-connected network, referred to as a Cisco Unity Connection
site. The servers that are joined to the site are referred to as locations.
When a Cisco Unity Connection cluster (Cisco Unity Connection server pair) is configured, the
cluster counts as one location in the site.
Within a site, each location uses SMTP to exchange directory synchronization information and
messages directly with every other location. Each location is said to be linked to every other
location in the site via an intrasite link.
Administrators can join version 7 locations and version 8 locations in the same Cisco Unity
Connection site (intrasite links), as long as they do not link the site to any other site (intersite
links require that each Cisco Unity Connection location be at version 8).
The Cisco Unity Connection site is a Cisco Unity Connection feature that allows subscribers to
communicate across multiple servers.
The following is an example:
 Subscribers, who are associated with one Cisco Unity Connection server, can exchange
messages with subscribers who are associated with other Cisco Unity Connection servers.
 The same tools are used to send voice messages to subscribers who are associated with
other Cisco Unity Connection servers; for example, the Messages button on IP phones ("To
send a message, press 2").
 After listening to messages, subscribers can reply to messages that were sent from
subscribers on other Cisco Unity Connection servers.
When a subscriber addresses a message, Cisco Unity Connection searches for a matching
extension on the local Cisco Unity Connection server first. If a match is found, Cisco Unity
Connection ends the search and never looks for a matching extension at another location.
Note Additionally, if required, two Cisco Unity Connection sites can be joined to support a
maximum of 20 nodes for businesses that need more than 10 nodes.
Cisco Unity Connection can support up to 100,000 users or contacts in a digital network.
For organizations with up to 500 users, Cisco Unity Connection is available as a single-server
solution with Cisco Unified Communications Manager Business Edition.
Intersite Links
This section describes intersite links.
Intersite Links
 Cisco Unity Connection sites can be linked to other Cisco Unity

Connection sites using an intersite link.
 A single location from each site acts as a gateway to the other site.
– Only one intersite link is supported per site
 Increases network capacity to maximum 20 Cisco Unity
Connection servers
Connection Connection
Site Site
SMTP Intersite Link SMTP
Intrasite Link Intrasite Link

Gateway Gateway
Note Administrators can use an intersite link to connect one Cisco Unity Connection site to
another Cisco Unity Connection site, allowing for an increase from a maximum of 10
locations to a maximum of 20.
Alternatively, use an intersite link to connect a Cisco Unity Connection version 8 server or site
to a Cisco Unity server or Cisco Unity digital network.
The linked sites are referred to as a Cisco Voicemail Organization.
Only one intersite link is supported per site. So, you can link a single Cisco Unity Connection
site to a single Cisco Unity site, or a single Cisco Unity Connection site to another Cisco Unity
Connection site.
To create an intersite link, select a single location from each site to act as a gateway to the other
site. All directory synchronization communications pass between the two site gateways, thereby
limiting the connectivity requirements and bandwidth usage to the link between those two site
gateway locations.
When linking two Cisco Unity Connection sites with an intersite link, the gateway for each site
is responsible for collecting information about all changes to the local site directory, and for
polling the remote site gateway periodically to obtain information about updates to the remote
site directory. The gateways use the HTTP or HTTPS protocol to exchange directory
synchronization updates.
Each site gateway is also responsible for transmitting messages that are addressed to recipients
at the remote site and for receiving messages that are addressed to recipients in its own site.
Intersite messages are transmitted and received via SMTP.
When using a Cisco Unity Connection cluster as a site gateway, only the publisher server in the
cluster participates in directory synchronization over the intersite link. However, the subscriber
server continues to provide message exchange over the intersite link if the publisher server is
down.
VPIM Networking
This section describes VPIM networking.
VPIM Networking
 Each VPIM server is defined as a location.

 A delivery location provides unique directory numbers across
multiple servers using email addressing: localDN@Location.
– Different locations can use overlapping directory numbers.
Cisco Unity
Paris Cisco Unity Express Dallas
Location Connection Location
VPIM
Cisco Unified Cisco Unified

Communications Communications
1000 1000
Manager Manager Express
VPIM Networking is another method for exchanging messages between voice-mail servers.
VPIM is defined in RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2). This
method allows for voice-mail messaging between any supporting servers as follows:
 Cisco Unity
 Cisco Unity Connection
 Third-party
VPIM Networking uses locations. Delivery locations contain the information that the voice-
mail server needs to exchange messages with other VPIM-compliant voice messaging systems.
A VPIM delivery location contains the SMTP domain name of the system on the TCP/IP
network that processes messages for the remote voice messaging system.
The VPIM address is in the same format as a typical SMTP email address: localpart@hostpart.
The right-hand side of the address is the domain name of the system on the TCP/IP network
that processes messages. The left-hand side of the address is a unique identifier for the user.
Typically, the left-hand side is the subscriber mailbox number or the mailbox number with a
prefix.
Different locations can use overlapping directory numbers. For example, 1000@Paris and
1000@Dallas are separate addresses.
Usually, messaging between Cisco Unity subscribers and individuals on a VPIM-compliant
voice messaging system is the same as messaging among Cisco Unity subscribers as follows:
 Messages that are marked as urgent when they are sent are marked as urgent when they are
retrieved by the recipient.
 Messages that are marked as private when they are sent are marked as private when they
are retrieved by the recipient.
 Subscribers can send messages to Cisco Unity distribution lists that include VPIM
subscribers.
 Subscribers can send fax messages, if faxes are supported by the remote voice messaging
system.
Note the following exceptions:

 Email messages without a voice attachment cannot be sent to VPIM recipients even though
Cisco Unity Connection ViewMail allows subscribers to address email messages to them.
Instead of being delivered, email messages that are sent to VPIM recipients are returned to
the sender as nondelivery receipt (NDRs).
 When replying to VPIM messages in ViewMail, if subscribers want to send text in the
reply, they must enclose the text in a text file attachment. Whether the recipient receives
the text attachment depends on the capabilities of the remote voice messaging system.
 Messages that are marked as low importance in ViewMail are treated the same as regular
messages.
 Messages that are sent to Cisco Unity distribution lists from subscribers on the remote
voice messaging system are not delivered, and an NDR is returned to the sender. Incoming
VPIM messages to Cisco Unity are delivered to subscriber mailboxes only, and cannot be
delivered to public distribution lists.
 Incoming messages must be addressed to the primary extension of the subscriber. Messages
that are addressed to an alternate extension will not be delivered.
VPIM Networking Overview
This section describes an overview of VPIM Networking.
VPIM Networking Overview
VPIM allows server-to-server message exchange:

 A message created on one system is sent to another
– Uses SMTP to transport messages over TCP/IP
 Voice mail, vCard, and spoken name are sent as MIME types
 Nondelivery records are generated if the message is
undeliverable after 6 hours
 Delayed delivery records are generated if a message is not
delivered in one hour
 Standards-based for interoperability (RFC 3801)
– Support for third-party VPIM systems
 VPIM gateways translate to non-VPIM environments
VPIM allows messaging with other voice messaging systems that support the VPIM protocol.
VPIM allows different voice messaging systems to exchange voice, text, and fax messages over
the Internet or any TCP/IP network. VPIM is based on SMTP and the Multipurpose Internet
Mail Extension (MIME) protocol.
VPIM Networking can be used for messaging between Cisco Unity servers that access different
directories and between Cisco Unity with Exchange and Cisco Unity with Domino. VPIM
Networking can also be used for messaging between Cisco Unity and Cisco Unity Express, and
between Cisco Unity and Cisco Unity Connection systems.
VPIM messages contain a vCard. The vCard contains phone number, text name, and email
address parameters. For more information on vCard, refer to RFC 2426, vCard MIME
Directory Profile.
NDRs are generated if the message is undeliverable after 6 hours. Delayed delivery records are
generated if a message is not delivered in 1 hour.
A VPIM gateway can be used to translate between dissimilar environments. Both "on-ramps"
(gateways that connect from another voice-mail networking protocol to VPIM) and "off-ramps"
(gateways that connect from VPIM to another voice mail networking protocol) are defined, for
connecting different voice messaging systems together.
Cisco support policy is that customers can use VPIM Networking to exchange voice messages
between Cisco Unity and a third-party voice messaging system if the third-party system
complies with the VPIM version 2 specification RF 3801.
Note See the Open Group (opengroup.org) VPIM website for conformance statements.
Comparison
The following is a comparison of Cisco Unity Connection sites and VPIM Networking.
Comparison
 The table shows a comparison of Cisco Unity Connection

sites and VPIM Networking.
Cisco Unity Connection Sites VPIM
Not a separate license Licensed separately
Overlapping directory numbers can No issues with overlapping
be problematic directory numbers
Location based Location based
Scales to 20 locations Scalable. Use with Cisco Unified

Messaging Gateway for large
deployments (1000 locations)
Same system networking: All Cisco Third-party support. Use to connect
Unity Connection systems; intersite dissimilar systems
link available to Cisco Unity or
digital networking
The table shows a comparison of Cisco Unity Connection sites and VPIM Networking.
Although both the VPIM and Cisco Unity Connection sites provide a significant increase in the
maximum number of supported users, Cisco Unity Connection sites also provide additional
server discovery and directory synchronization functionality.
VPIM networks may optionally use a Cisco Unified Messaging Gateway for increased
scalability. The Cisco Unified Messaging Gateway delivers an end-to-end Cisco Unified
Communications Solution that offers excellent business benefits by taking complete advantage
of various products, including Cisco Unity Express, Cisco Unity Connection, Cisco Unity,
Cisco Unified Communications Manager, and Cisco Unified Communications Manager
Express applications. The addition of the Cisco Unified Messaging Gateway to these
applications can enable the voice messaging network to scale up to 500,000 subscribers or 1000
messaging systems per messaging gateway.
Multiple license files can be installed on a Cisco Unity Connection server. Each installed
license file may enable one or more features. All of the installed license files that are combined
enable the features that are required by the customer.
If the LicVPIMIsLicensed parameter is present in any of the installed license files (the License
Usage report shows a value of "Yes"), VPIM Networking is allowed.
The Cisco Unity Connection sites feature is enabled on every Cisco Unity Connection server.
There are no additional licenses that are needed to set up Cisco Unity Connection sites.
VPIM Networking
This topic describes VPIM Networking features and characteristics.
VPIM Operation
 Each site is assigned a numeric location ID.

 When addressing a voice-mail message, the caller uses the
combination of the location ID and subscriber extension.
 VPIM sends the voice-mail message as an email (MIME).
 Example: User Fred sends a voice mail to extension 1000 by
pressing the Messages button, selecting option 2 to send a
message, and entering the destination number 4081000 (or
uses spell-by-name).
Location ID 123 Cisco Unity Cisco Unity Location ID 408

Connection Express
Voicemail VPIM Voicemail

User Fred
1000
Extension 2000
VPIM resolves difficulties in transporting messages between disparate voice-mail systems as it

supports multimedia messaging with MIME for email.
MIME extends the original capabilities of Internet email. Originally, emails could only consist
of text. MIME allows multiple pieces of different data to be sent in one message; for example, a
picture, a sound file, and a document.
The MIME message structure defines content types to give the recipient information about the
data formats contained in the message. The recipient can manage different parts of the message
according to the application requirements. The MIME content types are also of importance
outside of email; for example, when using VPIM to transfer voice-mail messages.
In VPIM Networking, each site is assigned a unique numeric location ID. In the example, the
Cisco Unity Connection site is assigned location ID 123, and the Cisco Unity Express site is
assigned location ID 408.
When addressing a voice-mail message, the caller uses the combination of the location ID and
subscriber extension. VPIM sends the voice-mail message as an email attachment using MIME.
Example
User Fred sends a voice mail to extension 1000 (in location 408) by pressing the Messages
button, selecting option 2 to send a message, and entering the destination. The destination can
be entered by using the spell-by-name feature, or the destination number 4081000 (location
408, extension 1000) can be entered (on IP phones, press ## to change enter the destination by
number). The caller will hear a prompt indicating that the destination is location 408 and the
extension is 1000; press # to confirm.
The same procedure is used to send a message to Fred from another location: Press the
Messages button. Select option 2 to send a message and enter the destination (spell-by-name or
destination number). The destination number for Fred is 1232000 (location 123, extension
2000.
Directory Entries
Each location in a Cisco Unity Connection site has its own directory of users and other objects
that were created on the location and are said to be “homed” on that location.
Directory Entries
Directory entries are used to provide spell-by-name and

spoken-name confirmation. Entries are added to the
directory as follows:
 Static entries in the directory
– Local users are automatically in the directory
– Remote users are manually defined
 Dynamic entries in the directory
– Remote users may be learned and stored in circular Least
Recent User (LRU) cache
 No entry in directory
– Blind addressing may be used
Each location in a Cisco Unity Connection site or Cisco Voicemail Organization has its own
directory of users and other objects that were created on the location and are said to be
“homed” on that location. The collection of objects and object properties that are replicated
among locations and sites is referred to as the global directory (for example, first name, last
name, display name, alternate names, and so on).
Within a Cisco Unity Connection site, each location replicates directory properties. In most
cases, the replicated directory objects can be used just as the administrator would use local
objects.
Properties are replicated between two Cisco Unity Connection sites as they are within a single
Cisco Unity Connection site, with the following exceptions:
 System contacts are not replicated between sites.
 For each site, the administrator can choose whether to synchronize all system distribution
lists that are homed on the remote site. Also, for each individual list, the administrator can
choose whether the list is offered for replication to the remote site.
 System distribution list membership is not replicated between sites.
 VPIM locations (and contacts) are not replicated between sites.
Directory entries are used to provide spell-by-name and spoken-name confirmation. Entries are
added to the directory as follows:
 Static entries in the directory
— Users that are configured in the local Cisco Unity Connection system are
automatically in the directory.
— Remote users on a remote Cisco Unity Connection system are manually defined.
 Dynamic entries in the directory
 Remote users may be automatically learned and stored in circular Least Recently Used
(LRU) cache. Cisco Unity Connection can cache the text name, spoken name, and phone
number of the user when a remote user is not statically configured. This procedure allows
dial-by-name functionality for subsequent remote messages after the remote user has been
sent a single message. There is no entry in the directory. Blind addressing may be used to
send messages to destinations not listed in the directory.
The Cisco Unity Connection global directory (the entire collection of local and replicated
objects) is subject to certain size limits. The same limits apply to a single Cisco Unity
Connection site and to a Cisco Voicemail Organization of linked sites (regardless of whether a
Connection site is linked to another Cisco Unity Connection site or to a Cisco Unity site).
In a Cisco Voicemail Organization, exceeding the limits affects the ability to link sites together.
Exceeding the limits also affects the ability to replicate additional directory objects across the
intersite link when the sites have been linked. In Cisco Unity Connection version 8, there are
separate limits on the number of users and contacts and on the number of system distribution
lists.
In Cisco Unity Connection version 8, the limit of the combined total number of users and
system contacts is 100,000. System contacts include both contacts that are associated with a
VPIM location and contacts that are not associated with a VPIM location.
Remote Users
This section describes remote users.
Remote Users
 Administrator configures remote users

– Destination is known before sending a message
 Administrator may record the spoken name for a remote user
through the TUI
 If the spoken name is sent by the remote system in a VPIM message, the
spoken name is updated with the spoken name that was sent.
 If no spoken name is sent or recorded, then the location and extension
number are used for confirmations and announcements.
Subs criber fbloggs Subscriber jjones

Extension 1001 Extension 2001
Voicemail
From:1001@paris.cisco.com
Paris To:2001@dallas.cisco.com Dallas
Spoken Name of fbloggs (Optional)
vCard of fbloggs (Optional)
Remote users are referred to as contacts in Cisco Unity Connection administration. When the
remote user destination is known, the administrator can configure the remote user by navigating
in Cisco Unity Connection to Contacts > Contacts window.
Messages that are sent to the remote user will contain the following data:
 The local administrator may record the spoken name for a remote user through the
telephony User Interface (TUI). When used, the spoken name is contained in the MIME
message that is sent to the remote user.
 If the spoken name is sent in the VPIM message by the remote system, the spoken name is
updated with the spoken name that was sent.
 If no spoken name is sent or recorded, the location and extension number are used for
confirmations and announcements that are played.
The example illustrates a voice-mail message that is sent from subscriber fbloggs at extension
1000 in Paris, to subscriber jjones at extension 2001 in Dallas. The vCard and spoken name are
optional. The message contains the following fields:
 From:1001@paris.cisco.com
 To:2001@dallas.cisco.com
 Spoken-Name of fbloggs (Optional)
 vCard of fbloggs (Optional)
Blind Addressing
Blind addressing is one of the methods for addressing VPIM messages to users of another voice
messaging system.
Blind Addressing
 Blind addressing is used when no entry exists in the LRU cache

and no remote user for the destination has been defined.
– Blind addressing requires the use of the location ID and
extension number to address the message.
 When sending messages, the location and extension number
are used for confirmation.
 Spell-by-name is not available because the destination user is
unknown to the system.
 Messages received will have no spoken name and will state the
location ID or spoken location (if an administrator has recorded
it) and extension number from which the message was received.
 The validity of the destination is not known before sending the
message.
 If the destination extension is not valid, a nondelivery record will
be returned to the sender after 6 hours.
Blind addressing allows the VPIM server to address messages without having specific
information about the recipients on the remote voice messaging system (such as their names
and mailbox numbers). Blind addressing is supported by the VPIM voice-mail system,
including the following:
 Cisco Unity
 Cisco Unity Connection
When blind addressing a message, subscribers dial a number that is made up of the delivery
location Dial ID and the mailbox number of the recipient. Before addressing the message, the
VPIM server parses the number that the subscriber enters and searches for a matching delivery
location. If the VPIM server does not find a matching location, it reports the error to the sender
and does not address the message. If a matching delivery location is found, the VPIM server
addresses the message without verifying that the remote mailbox number exists. Cisco Unity
Connection does provide voice name confirmation that the delivery location exists before
addressing the message (assuming that a voice name was recorded for the delivery location).
The following information is required for each delivery location:
 Dial ID: A unique number that identifies the location to Cisco Unity Connection. This
number is the number that subscribers dial when blind addressing messages to individuals
who use the remote voice messaging system.
 SMTP Domain Name: The Internet-addressable SMTP domain name that is used to
construct addresses for individuals who use the voice messaging system that corresponds to
the delivery location.
Cisco Unity Connection provides the following ways to address messages to individuals on a
remote voice messaging system:
 Cisco Unity Connection directory: When the List in Directory check box is checked for
VPIM contacts, the Cisco Unity Connection directory has the names and extensions for the
VPIM contacts. Users can address messages to VPIM contacts in the same way that they
address messages to regular Cisco Unity Connection users—by extension or by spelling the
name of the recipient. Note that spoken name confirmation is available when a recorded
name exists for the VPIM contact. If the contact does not have a recorded name, Cisco
Unity Connection uses Text to Speech to play the display name of the contact.
 Blind addressing: Blind addressing allows users to send messages to recipients at the
VPIM location even if the recipients are not defined as contacts in the Cisco Unity
Connection directory.
 Distribution lists: Users can address messages to a private or system distribution list that
includes VPIM contacts so that the VPIM contact receives the message.
Blind addressing allows users to send messages to recipients at the VPIM location even if the
recipients are not defined as contacts in the Cisco Unity Connection directory. The call flow for
blind addressing can be summarized as follows:
 The local user, Larry, wishes to send a message to a remote user, Rachel.
 Rachel is not defined as a contact in the local Cisco Unity Connection system. Spell-by-
name is not available because the destination user is unknown to the system.
 Larry specifies the destination number for Rachel by entering the location ID and extension
number, to address the message. Larry can also specify the destination by saying the digits
of the mailbox number and the display name of the VPIM location; for example, “two zero
zero one at Paris.”
 The local Cisco Unity Connection system searches for the location. If blind addressing is
enabled for the remote VPIM location, the message is sent. The validity of the destination
is not known before sending the message.
 If the destination extension is not valid at the remote location, an NDR will be returned to
the sender after 6 hours.
VPIM Compatibility
This section describes Voice Profile for Internet Mail (VPIM) compatibility.
VPIM Compatibility
 VPIM network integration support matrix using Cisco Unified

Messaging Gateways
Third-party
Cisco Unity (Avaya
Connection Express
Interchange)
Cisco Unity Yes Yes Yes Yes
Cisco Unity
Yes Yes Yes Yes
Connection
Cisco Unity
Yes Yes Yes Yes
Express
Third-party
(Avaya Yes Yes Yes Yes
Interchange)
VPIMv2 permits voice-mail message networking between voice-mail systems that are not
colocated on the same router or server. The voice-mail systems can reside on Cisco Unified
Communications Manager or Cisco Unified Communications Manager Express call control
platforms. Supported networked voice-mail configurations include the following:
 Cisco Unity Express to Cisco Unity Express
 Cisco Unity Express to Cisco Unity
 Cisco Unity to Cisco Unity Express
 To third-party voice messaging systems
Voice-mail systems can also be connected via a centralized Cisco Unified Messaging Gateway.
The Cisco Unified Messaging Gateway supports Cisco Unity Express version 3.1, Cisco Unity
version 7.0, and Cisco Unity Connection version 7.0.
Cisco support policy is that customers can use VPIM Networking to exchange voice messages
between Cisco Unity and a third-party voice messaging system if the third-party system
complies with the VPIM version 2 specification.
Note VPIM is defined in RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2).
Summary
Summary
 Digital networking can be used to link voice-mail servers

across the network. Both Cisco Unity and Cisco Unity
Connection support digital networking. Intersite links can be
used to join Cisco Unity Connection sites to other Cisco Unity
Connection sites, Cisco Unity or digital networking.
 VPIM supports networking between different voice-mail
servers, including third-parties. VPIM supports the
configuration of remote users as well as blind addressing
where the validity of the destination is not known before
sending the message.
This lesson described the concept and features of VPIM version 2 networking for voice-mail
systems.
References
 RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2).
 Cisco Unified Messaging Gateway Introduction (End-to-End Voice Messaging) at:
http://www.cisco.com/en/US/products/ps8605/
 System Administration Guide for Cisco Unity Connection Release 8.x at:
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/administration/guide/8xc
ucsagx.html
Lesson 2
Implementing VPIM in Cisco

Unity Connection
Overview
This lesson describes how to implement Voice Profile for Internet Mail (VPIM) in Cisco Unity
Connection. Topics such as configuring remote locations and users will be covered.
Objectives
Upon completing this lesson, you will be able to describe how to implement VPIM in Cisco
Unity Connection. This ability includes being able to meet these objectives:
 Describe the connection locations and VPIM locations in Cisco Unity Connection
 Describe the SMTP setup for VPIM in Cisco Unity Connection
 Describe how to import remote users into Cisco Unity Connection automatically
Implementing VPIM in Cisco Unity Connection
This topic describes how to implement VPIM in Cisco Unity Connection.
Recommendations
Before setting up Cisco Unity Connection for VPIM Networking,

be sure to plan:
 Review the numbering plan strategy.
 Determine whether E.164 prefixes are required for the VPIM locations
 Assign unique Dial IDs (location IDs).
– Use a different number range for Dial IDs than for extensions.
 Establish a fixed length for Dial IDs and, if possible, a fixed length for
extensions.
 Assign Dial IDs that have at least three digits.
– Use area codes if possible.
 Example: Branch with area code 408 is assigned Dial ID 408.
– Branch extension 1000 is indentified as 4081000.
– Same extension number 1000 in a different branch (Dial ID 303)
is indentified as 3031000.
Be sure to plan before setting up Cisco Unity Connection for VPIM Networking:
 Review the existing numbering plan strategy.
 Determine whether E.164 prefixes are required for the VPIM locations. The phone prefix is
optional, but must match the remote VPIM configuration. For example, the remote location
may be configured with a prefix for direct inward dialing (DID), so the local configuration
should match the prefix.
 Assign unique Dial IDs (location IDs) to each VPIM location. Use a different number
range for Dial IDs than for extensions.
 If possible, establish a fixed length for Dial IDs and a fixed length for extensions.
 Assign Dial IDs that have at least three digits. Do not use Dial IDs that conflict with
extensions.
In some cases, the simplest solution is to use the telephone area code as the Dial ID; for
example, a branch with area code 408 may be assigned a Dial ID of 408. The branch extension
1000 is then indentified as 4081000 (Dial ID + extension). A branch with area code 303 may be
assigned a Dial ID of 303. The branch extension 1000 is then indentified as 3031000 (Dial ID +
extension).
VPIM Configuration
This section describes the Cisco Unity Connection VPIM configuration requirements.
VPIM Configuration
Add a new VPIM network location:

 Define a Display Name for the location.
 Configure the location Dial ID.
 Specify the location SMTP domain.
 Specify the remote IP address.
 Configure the remote phone prefix.
Modify SMTP server parameters (optional)

 Smart Host
Add remote users:

 Manually add contacts
 Enable Automatic Contact Creation per location
To configure Cisco Unity Connection for VPIM Networking, perform the following steps:
 Add a new VPIM network location:
— Define a Display Name for the location.
— Configure the location Dial ID.
— Specify the location Simple Mail Transfer Protocol (SMTP) domain.
— Specify the remote IP address.
— Configure the remote phone prefix.
 Add remote users:
— Manually add contacts.
— Enable Automatic Contact Creation per location.
 Modify SMTP server parameters (optional)
Network Locations
This section describes how to add new VPIM locations in Cisco Unity Connection.
Network Locations
 Create VPIM
locations
– Display Name
used in later
configuration
 Networking > VPIM
 Configure SMTP
domain, IP address,
and Dial ID
 Optional Remote
phone prefix and
Message Settings
– Blind Addressing
 Optional Codec
conversion
Create a VPIM location on Cisco Unity Connection for each remote voice messaging system to
which users send messages. In Cisco Unity Connection Administration, expand Networking,
then click VPIM and click Add New.
The New VPIM Location window contains the following fields:
 Display Name: Enter a descriptive name for the location.
 Dial ID: Enter the Dial ID (dual tone multifrequency [DTMF] Access ID) that identifies
the location for Cisco Unity Connection.
 Partition: Select the partition to which the object belongs.
 Search Scope: Select a search space to use as the search scope for the VPIM location.
 SMTP Domain Name: Enter the SMTP domain name of the remote voice messaging
system. Cisco Unity Connection uses this domain name when formatting VPIM addresses
for users at this VPIM location. For example, an outgoing VPIM message to Terry
Campbell with the remote mailbox ID 2233 would be addressed to
2233@smtpdomainname.
 IP Address: Enter the IP address of the remote voice messaging system. Cisco Unity
Connection allows SMTP connections from this address to accept incoming VPIM
messages, and can connect to this address to deliver outgoing VPIM messages for this
location. (Alternatively, you can configure Cisco Unity Connection to use a smart host to
deliver outgoing messages for this location by checking the Route to this Location Through
SMTP Smart Host check box on the Edit VPIM Location page for this location.) If the
remote voice messaging system is a Cisco Unity server, enter the IP address of the
Microsoft Exchange Server with which Cisco Unity Connection initiates an SMTP
connection to deliver outgoing messages to Cisco Unity. If a different Exchange Server
initiates SMTP connections to Cisco Unity Connection to deliver incoming messages, you
must manually add the IP address of the initiating server to the IP Address Access List so
that Cisco Unity Connection will accept the connection. (To do so, browse to System
Settings > SMTP Configuration > Server, then select Edit > Search IP Address Access
List.) Alternatively, if you plan to configure Cisco Unity Connection to use a smart host to
deliver outgoing messages to Cisco Unity, enter the IP address of the initiating Exchange
Server in the IP Address field, then check the Route to this Location Through SMTP
Smart Host check box on the Edit VPIM Location page for this location.
 Recorded Name: Select Play/Record to record a name for the VPIM contact.
 Remote phone prefix: If needed to accommodate the numbering plan, or if there is more
than one VPIM location with the same domain name, enter a number that is inserted before
the recipient extension (for outgoing messages) or that is removed from the recipient
extension (for incoming messages).
 Cisco Connection Phone Prefix: If needed to accommodate the numbering plan, enter a
number that is inserted before the Cisco Unity Connection user extension (for outgoing
messages) or that is removed from the Cisco Unity Connection user extension (for
incoming messages).
 Enable AGC: Check this check box so that Cisco Unity Connection automatically adjusts
the recording volume of voice messages to match the setting of the Automatic Gain Control
(AGC) target decibels field on the System Settings > General Configuration page. This
check box not checked by default.
Incoming Messages
Select an option for converting the audio format of messages that arrive from the remote voice
messaging system:
 Do Not Convert Incoming Messages: Cisco Unity Connection does not transcode the
audio format.
 System Codec: Cisco Unity Connection transcodes the audio format to the codec that is
used for recording messages. To see this setting, expand System Settings, then select
General Configuration; the system codec is in the Recording Format field.
Outbound Messages
Select an option for converting the audio format of messages that are sent to the remote voice
messaging system:
 Do Not Convert Incoming Messages: Cisco Unity Connection does not transcode the
audio format. It is recommended that you use this setting when the remote voice messaging
system is Cisco Unity Connection or Cisco Unity.
 G.726: Cisco Unity Connection transcodes the audio format to the G.726 codec. Typically,
this setting is used when the remote voice messaging system is not Cisco Unity Connection
or Cisco Unity.
Message Settings
Additional VPIM message settings can be enabled per location. Message settings are as
follows:
 Sender's Recorded Name: Check this check box to have Cisco Unity Connection include
the recorded name of the sender in outgoing messages to this location. Default setting:
check box not checked.
 Enable Outgoing Secure Messages: Check this check box so that messages marked as
secure are sent to the VPIM location. Uncheck this check box so that messages marked as
secure are not sent to the VPIM location. (The sender receives a nondelivery receipt
[NDR].) Default setting: check box not checked.
 Enable Outgoing Private Messages: Check this check box so that messages marked as
private (messages that cannot be forwarded) are sent to the VPIM location. Uncheck this
check box so that messages marked as private are not sent to the VPIM location. (The
sender receives an NDR.) Default setting: check box not checked.
 Allow Blind Addressing: Check this check box to allow users to address messages to
recipients at this location by entering a number that is made up of the VPIM location
extension and the mailbox number of the recipient. Blind addressing allows users to send
messages to recipients at the VPIM location even if the recipients are not defined as
contacts in the Cisco Unity Connection directory. Uncheck this check box so that users can
send messages only to contacts that are defined for this location in the Cisco Unity
Connection directory. Default setting: check box not checked.
 Remove Subject in Outgoing Messages: Check this check box to have Cisco Unity
Connection remove the message subject line from a message before sending it to this
location. Uncheck this check box to have Cisco Unity Connection include the message
subject when sending messages to this location. Default setting: check box not checked.
 Remove Text in Outgoing Messages: Check this check box to have Cisco Unity
Connection remove all message body text and text attachments before sending messages to
this location. Uncheck this check box to have Cisco Unity Connection include any message
body text and text attachments when sending messages to this location. Default setting:
check box not checked.
 Remove Fax in Outgoing Messages: Check this check box to have Cisco Unity
Connection remove all fax attachments before sending messages to this location. Uncheck
this check box to have Cisco Unity Connection include any fax attachments when sending
messages to this location. Default setting: check box not checked.
 Remove Recorded Name from Incoming Messages: Check this check box to have
Cisco Unity Connection remove recorded names from incoming VPIM messages before
delivering them to Cisco Unity Connection recipients. When an incoming VPIM message
is received from a sender with a recorded name, and the message also contains the recorded
name of the sender, the Cisco Unity Connection recipient might hear the sender name
twice: once from the sender information that is played in the message header, and once
again from the recorded name that is part of the message. When Remove Recorded Name
from Incoming Messages is enabled, the recorded name that is part of the message is
removed and thus the recipient hears only the recorded name from the message header.
When the check box is checked, recorded names in incoming VPIM messages will still be
used for VPIM contact creation and updates, if enabled. Default setting: check box not
checked.
 Mark All Incoming Messages Secure: Check this check box to have Cisco Unity
Connection mark all incoming messages from this location as secure. Uncheck this check
box so that Cisco Unity Connection does not mark incoming messages from this location as
secure. Default setting: check box not checked.
 Use Read Receipt Headers: Check this check box to have Cisco Unity Connection
respond to read receipt requests from this location by sending a read receipt notification.
(When checked, Cisco Unity Connection ignores delivery receipt requests from this
location.) The notification is an SMTP report with Content-Type: multipart-report; report-
type = disposition-notification, and a message part of Content-Type: message/disposition-
notification that includes a Disposition: header with the appropriate value. Uncheck this
check box to have Cisco Unity Connection respond to delivery receipt requests from this
location by sending a delivery receipt notification. (When unchecked, Cisco Unity
Connection ignores read receipt requests from this location.) The notification is an SMTP
report with Content-Type: multipart-report; report-type = delivery-status, and a message
part of Content-Type: message/delivery-status that includes an Action: header with a value
of delivered. The actual event at which Cisco Unity Connection generates the receipt is
controlled by the Use Read Receipt Timing setting. The Use Read Receipt Headers setting
only controls the type of request that Cisco Unity Connection responds to and the format of
the receipt.
 Use Read Receipt Timing: Check this check box to have Cisco Unity Connection respond
to return receipt requests for a message at the time the recipient opens the message.
Uncheck this check box to have Cisco Unity Connection respond to return receipt requests
for a message at the time the message is placed in the recipient mailbox. The type of return
receipt request (either a read receipt or delivery receipt) that Cisco Unity Connection
responds to and the format of the response are controlled by the Use Read Receipt Headers
setting. The Use Read Receipt Timing setting only controls the event that triggers
Cisco Unity Connection to send the notification.
 Route to this Remote Location Through SMTP Smart Host: Check this check box
when either of the following conditions exists: The remote voice messaging system is
outside the corporate firewall or another smart host SMTP server is used to deliver the
message to the remote voice messaging system. Configure the SMTP smart host on the
Smart Host page. Navigate to System Settings > SMTP Configuration > Smart Host.
 Push Directory—All VPIM Locations: Select this button to update the VPIM contacts on
all remote voice messaging systems with new users and recorded names from the local
Cisco Unity Connection server.
Optional Location Configuration
This section describes additional VPIM location configuration options in Cisco Unity
Connection.
Optional Location Configuration
 Configure optional
settings per location for
remote users
– Networking > VPIM
 Specify Alternate
Names
 Modify Remote phone
prefix
– Messages rejected
if wrong prefix
configured
 Optional automatic
Contact Creation
window
In Cisco Unity Connection, additional optional settings can be configured per Location.
Alternate names are different versions of a name that listed in the corporate directory.
Cisco Unity Connection considers these names when a caller uses voice recognition to place a
call.
The Remote phone prefix can be configured. This prefix must match the telephone numbers for
each location. Messages will be rejected if the wrong prefix is configured.
In addition to manually creating, modifying, and deleting VPIM contacts, the administrator can
configure Cisco Unity Connection to automatically update records in the VPIM contact
directory based on information that is contained in incoming VPIM messages.
 In Cisco Unity Connection Administration, expand Networking, and then click VPIM.
Click the required VPIM Location, select Edit > Contact Creation.
Cisco Unity Connection SMTP Setup
This topic describes the Cisco Unity Connection SMTP Server configuration options.
SMTP Server
 Configure SMTP
Server
 Define message and
connection limits
 Configure security
 Change SMTP
domain
– Restart service
The VPIM protocol is an industry standard that allows different voice messaging systems to
exchange voice and text messages over the Internet or any TCP/IP network. VPIM is based on
the SMTP and the Multipurpose Internet Mail Extension (MIME) protocols. The Cisco Unity
Connection SMTP Server is required to manage the VPIM messages.
The Cisco Unity Connection SMTP Server is configured at installation time and does not need
to be changed. Administrators can configure the Cisco Unity Connection SMTP Server options
as follows:
Define the following message and connection limits:
 Limit Number of Simultaneous Client Connections
 Limit Messages Accepted per SMTP Session
 Limit Number of Recipients per Message
 Delivery Retry Timeout
Configure the following security options:
 Allow Connections From Untrusted IP Addresses
 Require Authentication From Untrusted IP Addresses
 Select Transport Layer Security From Untrusted IP Addresses option: Required, Optional,
or Disabled.
Next, change the SMTP domain. Go to the Cisco Unity Connection Serviceability Service
Management window to restart Connection Conversation Manager after SMTP Domain
changes. Click the Connection Conversation Manager Stop button. After the screen
refreshes, click Start.
SMTP Smart Host
This section describes the Cisco Unity Connection smart host feature.
SMTP Smart Host
 Optional smart host can be used to route SMTP messages.

– When a firewall prevents direct SMTP communication
 Cisco Unity Connection relays all SMTP messages through
the smart host.
– Voice mail, email, fax, or delivery receipts
Smart Host
Location ID Location ID 408

303
Voicemail Voicemail
User Fred 1000

Block SMTP
VPIM messages are sent directly between locations. A smart host can also be used to route
SMTP messages. Cisco Unity Connection can route SMTP messages for VPIM locations or for
other digitally networked Cisco Unity Connection servers through the smart host.
For example, use the smart SMTP host when a firewall prevents direct SMTP communication
with the remote voice messaging system:
 Each VPIM location must be able to access the other locations directly through TCP/IP port
25 (SMTP). Alternatively, SMTP messages can be routed among the servers through an
SMTP smart host.
 The smart host is a separate SMTP server that is used to deliver the messages to the remote
voice messaging systems. The SMTP server can be any third-party server capable of
routing SMTP messages. Typically, the SMTP server routes messages based on the domain
name.
The administrator can configure Cisco Unity Connection to relay voice mail, email, fax, or
delivery receipt messages that it receives for a particular user to an SMTP address through the
smart host. Cisco Unity Connection relays all SMTP notifications through the smart host.
Navigate to the SMTP Configuration > Smart Host window and set the following parameter:
 Smart Host: Enter the IP address or fully qualified domain name of the SMTP smart host
through which Cisco Unity Connection relays SMTP messages. (Enter the fully qualified
domain name of the server only if a Domain Name System [DNS] is configured.)
Cisco Unity Connection Remote Users
This topic describes the configuration of remote users in Cisco Unity Connection.
Remote Users
 Remote users are

added as contacts
– Manually or
automatically
 Configure Contact
Basics
– Name fields and
Contact Template
 Recorded Name can
be managed by
Administrator
 Define Delivery
Location and VPIM
Remote Mailbox
Number
In Cisco Unity Connection, remote users are added as contacts either manually or
automatically.
When manually adding contacts, the administrator defines the Delivery Location and VPIM
Remote Mailbox Number for the new contact.
Perform the following steps to create a new contact:
 In Cisco Unity Connection Administration, select Contacts > Contacts.
 On the Search Contacts page, select Add New.
 On the New Contact page, enter settings as applicable. Fields that are marked with * (an
asterisk) are required.
 Select Save.
 On the Edit Contact Basics page, continue entering settings for the contact. Select Save.
The Configure Contact Basics fields are as follows:

 Alias
 First Name and Last Name
 Display Name
 Contact Template
The administrator can manage the Recorded Name.

 Playback
 Record
Alternate Names
This section describes the Cisco Unity Connection alternate names feature.
Alternate Names
 Cisco Unity Connection

recognizes hundreds of
common shortened
names.
– Bill in place of William
 Specify alternate names
for individual contacts
– Sales Manager
Alternate Name for
John Jones
 Use alternate names to
add phonetic spellings of
hard-to-pronounce names
Additional optional settings can be configured for each contact. Navigate to Contact > Contact
and select the Edit menu option.
Alternate names are different versions of a name that listed in the corporate directory.
Cisco Unity Connection considers these names when a caller uses voice recognition or searches
by name to place a call.
For example, if a caller asks Cisco Unity Connection to dial "Mary Jameson," which was the
maiden name of Mary Brown, Cisco Unity Connection references this information and
connects the caller to Mary Brown.
In addition to recognizing alternate names when users and outside callers use voice recognition
to place a call, Cisco Unity Connection recognizes alternate names when callers and users use
voice recognition to address voice messages. Alternate names can be created for users, VPIM
contacts, administrator-defined contacts, system distribution lists, private lists, and user-defined
contacts.
While Cisco Unity Connection already recognizes hundreds of common shortened names (Bill
in place of William, for example), the administrator might want to add another version of an
uncommon name, unusual nickname, or maiden name. The administrator could also use
alternate names to add phonetic spellings of hard-to-pronounce names. For example, add
"Goolay" as an alternate name for the last name "Goulet."
Automatic Contact Creation
This section describes the Cisco Unity Connection automatic contact creation feature.
Automatic Contact Creation
 Automatic VPIM contact creation for inbound messages

– Depends on settings and message content
 By default, no automatic directory updates occur for any
VPIM locations
 When enabled, a new contact record is created if no existing
VPIM contact matches the information of the sender
 A contact is created if the incoming VPIM message contains
the required information
– Phone number, domain name, text name, and recorded
name (when required)
 Optional automatic contact deletion if NDR is received for
messages sent to the contact
– Recipient does not exist
Cisco Unity Connection supports automatic contact creation. Automatic VPIM contact creation
for inbound messages depends on the configured location settings and the VPIM message
content. By default, no automatic directory updates occur for any VPIM locations.
When enabled, a new contact record is created for an inbound message if no existing VPIM
contact matches the information of the sender. The new contact is created if the incoming
VPIM message contains the following required information:
 Phone number
 Domain name
 Text name
 Recorded name (when required)
Cisco Unity Connection can be configured for automatic contact deletion. A contact will be
deleted if an NDR is received for a message that is sent to the contact, which indicates that the
recipient does not exist.
Automatic Contact Configuration
This section describes how to configure automatic contact creation in Cisco Unity Connection.
Automatic Contact Configuration
 Automatically create
contacts
– Select template
 Automatically delete
contacts
 Modify contact directory
– Based on VPIM
message contact
details
 Define VPIM extension
mapping
– Incoming Phone
Number
Additional contact creation settings allow the administrator to specify how to map the parsed
text name of the VPIM contact to a first name, last name, and display name, and how to map
the phone number to an extension.
If a VPIM message is received from a sender on a VPIM location that is configured to allow
automatic VPIM contact modification, and an existing VPIM contact matches the sender
information, the VPIM contact can be updated.
The administrator can choose whether VPIM contact information is updated each time that a
message is received from a VPIM contact, or only when a message is received from a VPIM
contact whose text name has changed since the directory entry was created.
The administrator can also decide whether to allow an update to the display name when a
modification is made.
If a message from a Cisco Unity Connection user to a VPIM contact results in an NDR,
indicating that the message was undeliverable because the intended recipient does not exist
(SMTP 5.1.1), and if the VPIM location is configured to allow automatic VPIM contact
deletion, the VPIM contact is deleted.
Before configuring the VPIM location contact creation settings, consider the following:
 If you have prepopulated VPIM contacts with specific display names that should not be
changed, but you want to allow automatic modification of other fields in the contact record,
you can choose to keep the Allow VPIM Contact Display Name Updates check box
unchecked. In this case, the first name, last name, and spoken name of a contact may be
modified during an automatic update. This modification may result in a mismatch if the
spoken name is updated and the display name is not.
 When the Allow VPIM Contacts Without Recorded Voice Names check box is not
checked, new VPIM contacts are not created for incoming messages that do not contain an
Originator-Spoken-Name attachment. In addition, if automatic modification of VPIM
contacts is enabled, and if the sender of an incoming message matches an existing VPIM
contact, the VPIM contact is deleted if the attachment is not present in the message.
 When the Allow VPIM Contacts Without Recorded Voice Names check box is checked
and automatic modification of VPIM contacts is enabled, if the sender of an incoming
message that does not include an Originator-Spoken-Name attachment matches an existing
VPIM contact, the existing recorded name is deleted.
 If the phone number in an incoming message cannot be successfully mapped to an
extension by using the option that is selected for the Map VPIM Contact Extensions To
field, a VPIM contact is not created for the sender.
After creating a new VPIM location, configure the settings that control automatic directory
updates for that specific VPIM location by using Cisco Unity Connection Administration.
 In Cisco Unity Connection Administration, expand Networking, then select VPIM
Locations and select Contact Creation.
On the Contact Creation page, check the Automatically Create VPIM Contacts check box to
enable automatic creation of a VPIM contact record for this location when a VPIM message
arrives and the sender does not already have a corresponding VPIM contact record.
If the Automatically Create VPIM Contacts is configured in a Contact Template, select the
template on which to base the automatically created contacts.
In the Automatically Modify VPIM Contact field, select one of the following to apply to VPIM
contacts for this location:
 No Automatic Update of Contacts: The VPIM contact record is not updated with the
sender information in a VPIM message when an incoming message has sender information
that is different than the sender information in the contact record.
 Only When the Text Name Changes: The VPIM contact record is updated only when the
text name received in the VPIM message does not match the name of the VPIM contact.
 With Each VPIM Message: Every incoming VPIM message from a VPIM contact at this
location results in an update to the corresponding VPIM contact record.
 Check the Automatically Delete VPIM Contact check box to enable automatic deletion of
a VPIM contact for this location when a VPIM message is returned as undeliverable.
 Check the Allow VPIM Contact Display Name Updates check box to enable automatic
updates to the VPIM contact display name when an incoming message from this location
has a display name for the sender that is different than the display name in the contact
record.
 Check the Allow VPIM Contacts Without Recorded Voice Names check box to enable
automatic updates for this location to records for VPIM contacts that do not have a
recorded name.
In the Mapping Text Names field, select one of the following options to indicate how text
names in incoming messages from this location are mapped to the display names for
automatically created VPIM contact records:
 Directly to VPIM Contact Display Names: The display names for VPIM contacts match
the corresponding text names.
 Custom: Enter the rule that defines how text names are mapped to display names for
VPIM contacts. You can enter the tokens <FN>, <LN>, or <TN> (respectively, first name,
last name, or text name) in any combination, along with any additional text. Always
precede <FN>, <LN>, or <TN> with a space, comma, or semicolon unless it appears at the
beginning of the rule. In addition, always follow one of these tokens with a space, comma,
or semicolon unless it appears at the end of the rule. No additional characters are required
at the beginning or end of a rule.
In the Map VPIM Contact Extensions To field, select one of the following settings to indicate
how the phone number on incoming messages from this location is mapped to the extension for
automatically created VPIM contact records:
 Phone Number: Extensions are the same as the phone numbers that are parsed from
incoming VPIM messages.
 Phone Number - Remote Phone Prefix: Extensions are formed by removing the remote
phone prefix from the beginning of the phone numbers.
 Location Dial ID + Phone Number: Extensions are formed by adding the location Dial ID
in front of the phone numbers.
 Location Dial ID + Phone Number - Remote Phone Prefix: Extensions are formed by
removing the remote phone prefix from the beginning of the phone number, and adding the
location Dial ID in front of the resulting number.
 Select Save.
On the VPIM Location menu, select Search VPIM Locations.
Note Changes to the Map VPIM Contact Extensions setting on the Contact Creation page for a
VPIM location affect only VPIM contacts that are created after the setting is saved. VPIM
contacts that existed before the Map VPIM Contact Extensions setting is changed are not
automatically updated. The administrator must manually change the extension for each
previously existing VPIM contact for that VPIM location.
Verify Automatic Contact Creation
This section describes how to verify automatic contact creation in Cisco Unity Connection.
Verify Automatic Contact Creation
 View automatically
created contacts
 Modify or delete
individual contacts
 Fred Bloggs has been
automatically added with
Alias VPIM_101_1010
– Location 101
(Branch CUE)
– Extension 1010
Verify automatic creation of VPIM contacts by sending a voice mail from a remote location to
a user on Cisco Unity Connection. Check that a new contact is created for the originating
remote user.
In Cisco Unity Connection Administration, navigate to the Contacts > Contacts window to
display contacts.
In the example, Fred Bloggs placed a call from extension 1010 at location 101 (Branch Cisco
Unity Express). A contact has been automatically created for Fred Bloggs with an alias of
VPIM_101_1010.
The administrator can modify or delete individual contacts that have been created
automatically.
Summary
Summary
 Cisco Unity Connection VPIM locations can be configured for

each remote VPIM system to network the voice messaging
systems.
 The Connection Conversation Manager service requires a
restart after changing the Cisco Unity Connection SMTP
Server domain.
 New contacts can be created automatically for the sender of
messages received by Cisco Unity Connection. The system
default or optional Contact Templates are used to define
settings for automatic contact creation per location.
This lesson described how to implement VPIM in Cisco Unity Connection. Configuration of
remote VPIM locations and contacts were covered.
References
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/administration/guide/8xc
ucsagx.html
 Networking Guide for Cisco Unity Connection at:
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/networking/guide/8xcuc
netx.html
Lesson 3
Implementing VPIM in Cisco

Unity Express
Overview
This lesson describes how to implement Voice Profile for Internet Mail (VPIM) in Cisco Unity
Express. Topics such as configuring remote locations and users will be covered. The VPIM
troubleshooting methodology will be discussed, along with common issues associated with
implementing VPIM between Cisco Unity Express and Cisco Unity Connection and how to
troubleshoot them.
Objectives
Upon completing this lesson, you will be able to describe how to implement VPIM in Cisco
Unity Express. This ability includes being able to meet these objectives:
 Describe the implementation of VPIM in Cisco Unity Express
 Define the trace settings for Cisco Unity Express and Cisco Unity Connection VPIM
troubleshooting
Implementing VPIM in Cisco Unity Express
This topic describes how to implement VPIM in Cisco Unity Express.
Network Locations
 Add new remote network

locations
– Configure > Network
Locations
 Maximum 100 locations
 Configure a unique numeric
location ID
 Define remote IP address or
DNS name
 Enter VPIM broadcast ID to
enable sending and receiving
of broadcast messages
 Modify default entries for
extension length
 Optional Phone Prefix
 Send Spoken Name and vCard
 Check Enabled
Create a VPIM location on Cisco Unity Express for each remote voice messaging system to
which users send messages.
The location ID is a unique numeric ID assigned to a voice-mail location. This number is used
to identify the location and is entered when a user performs addressing functions in the
telephone user interface.
To add a network location, navigate to Configure > Network Locations. The Configure
Network Locations window appears. In the Locations field, click Add. The Add a New
Location window appears. Enter information into the following fields:
 Location ID
 Location Name
 Abbreviation: Alphanumeric abbreviation for the location that is spelled to a user (if there
is no spoken name) when the user performs addressing functions in the telephone user
interface.
 Domain Name/IP Address: Email domain name or IP address for the location. This
information is added when sending a VPIM message to the remote location (for example,
"4843000@cisco.com").
Note A domain name or IP address must be configured or networking is disabled at this location.
 Phone Prefix: Prefix that is added to an extension to create a VPIM address for a user at
the location. A prefix is required only if email domain services, multiple locations, and
extensions between the locations are not unique. Valid values: 1 to 15 digits.
 VPIM Broadcast ID: You must enter a VPIM broadcast ID to enable sending and
receiving of broadcast messages. The default value, "vpim-broadcast," can be used for
remote locations that have unique domain names. If more than one of the remote locations
has the same domain name, you must enter a unique ID for each of those locations. For
remote locations that are networked to a Cisco Unity system, enter a numeric VPIM
broadcast ID that is compatible with the Cisco Unity system. To send broadcast messages
from Cisco Unity to Cisco Unity Express, the VPIM broadcast ID must match on both
systems.
 Calling Number Rule Prefix Digits: Any digits that are supplied to this field are
prepended to the E.164 phone number that is derived using the calling number rule before
dialing the digits for a live reply to a network-delivered voice-mail message.
 Minimum Extension Length: Minimum number of digits for extensions at the remote
location. Valid values are 2 to 15; default is 2.
 Maximum Extension Length: Maximum number of digits for extensions at the remote
location. Valid values are 2 to 15; default is 15.
 Voice-mail encoding: Configures the encoding method that is used to transfer voice-mail
messages from this location.
— Dynamic: Cisco Unity Express negotiates with the receiving location to determine
the encoding method.
— G711ulaw: Cisco Unity Express always sends messages as G.711 mu-law .wav
files. Set this field only if the receiving system supports G.711 mu-law encoding
(such as Cisco Unity).
— G726: Cisco Unity Express always sends messages as G.726 (32-K adaptive
differential pulse code modulation [ADPCM]). Use for low-bandwidth connections
or when the system to which Cisco Unity Express is connecting does not support
G.711 mu-law.
 Send Spoken Name: Enables sending the spoken name of the voice-mail originator as part
of the message that is sent to the remote location. If the spoken name is sent, it is played as
the first part of the received message.
 Send vCard Information: Enables the sending of vCard information in VPIM messages.
User information from the vCard is added to the remote user directory cache (called the
Least Recently Used [LRU] cache). The LRU cache is updated with user information (such
as the first and last name of the user) whenever new vCards are received. The cache is used
to provide addressing confirmation.
 Enabled: Indicates that networking is enabled for this location. Check the box to enable
networking, or uncheck it to disable networking.
To add a remote network location with location ID 102 using the Cisco Unity Express
command-line interface (CLI), perform the following configuration:
network location id "102"
abbreviation "HQ1"
email domain 10.1.1.3
name "HQ CUC"
voicemail extension-length min 4 max 10
end location
Local Location ID
This section describes how to add the local VPIM location in Cisco Unity Express.
Local Location ID
 Add a network location for the local Cisco Unity Express system.
– As for remote network locations
 Specify the Local Location ID
Configure a network location for the local Cisco Unity Express system. After adding the local
network location, specify the Local Location ID in the Configure > Network Locations
window.
Note You must specify a local location ID to enable voice-mail networking.
To add a local location with location ID 101 using the Cisco Unity Express CLI, perform the
following configuration:
network location id "101"
abbreviation "Br101"
email domain 10.1.4.3
name "Branch CUE"
voicemail extension-length min 2 max 15
end location
network local location id 101
Remote Users
This section describes how to add remote users in Cisco Unity Express.
Remote Users
 To add remote users, choose Configure > Remote Users

 Specify remote Location ID or Location Abbreviation
– Remote network location must be configured first
 Define User ID
– Primary Extension
– First and Last Name
 Maximum 100 remote users
Remote users are users whose voice mailboxes are located at a remote network location.
To add remote users, navigate to Configure > Remote Users. The Remote Users window
appears and contains the following fields:
 User ID
 Display name
 Location ID (or abbreviation)
 Primary extension
By default, the system displays users in alphabetical order by user ID.

 To sort from A to Z, click User ID.
 To display the list of users in order by display name, click Display Name.
 To display the list of users in order by location ID, click Location ID.
 To display the list of users in order by primary extension, click Primary Extension.
 To change the number of rows that are displayed per window, choose the desired number
of rows that will be shown and click Go.
Note You must have at least one remote network location that is configured before you can add,
modify, or view a list of remote users.
Remote users who are added to the system directory can be reached using the dial-by-name
feature, and senders receive address and spoken name confirmation when sending messages to
remote users.
The system administrator can record a spoken name for remote users using the Administration
via Telephone (AvT) interface. Spoken name information is also retrieved from the VPIM
messages that are received by the system from the remote user and the system directory is
updated accordingly.
Cisco Unity Express supports the following number of remote users:
 Up to 20 for advanced integration module generation 2 (AIM2)
 Up to 50 for NM
 Up to 100 for NM-EC
 Up to 100 for NME
 Default is 20
Cisco Unity Express supports an LRU cache that contains vCard information about remote
subscribers. An LRU cache is a database that contains the first names, last names, and spoken
names of remote subscribers. User information from the vCard is added to the user directory
cache for inbound messages. This procedure is like the Cisco Unity Connection Automatic
Contact Creation feature.
These remote subscribers are not configured in the Remote User Directory. The subscribers that
are contained in the cache are referred to as cached users.
Network messages update the contents of the LRU cache. When a local sender addresses a
voice-mail message to a remote subscriber, the system accesses this information to send a
spoken name confirmation about the remote subscriber to the local sender. Each time a network
message arrives from a cached user, the system updates the time stamp of the cached entry of
the user in the LRU cache. The system also updates the time stamp of the cached entry of the
user in the LRU cache each time a local sender sends a voice message to a cached user.
When the LRU cache reaches its maximum capacity, a new entry erases the existing entry with
the oldest time stamp. This means that the next time a local sender calls a remote subscriber,
the sender will not receive a spoken name confirmation if the remote subscriber is no longer in
the LRU cache. Perform one or both of the following to avoid the inconsistent confirmation
response:
 To ensure that a sender always receives a spoken name confirmation for a remote
subscriber, configure the remote subscriber in to the Remote User Directory.
 Disable the LRU cache.
By default, the LRU cache is enabled on the local system. To disable the LRU cache, navigate
to Voice Mail > VM Configuration.
To add a remote user using the Cisco Unity Express CLI, perform the following configuration:
remote username jdoe location 101 create
remote username jdoe phonenumber 2001
Assign Remote Users to Distribution Lists
This section describes how to assign remote users to distribution lists in Cisco Unity Express.
Assign Remote Users to Distribution Lists
 Remote users can be assigned to distribution lists.

 Voice-mail messages are sent to remote locations.
Distribution lists are local to the system on which they are defined and can be addressed only
by local subscribers when they send messages.
A distribution list that was defined at a remote site cannot be used as the destination address of
a message that is sent on the local system.
It is possible to send a message to a local distribution list that includes remote users (as
members) and blind addresses (location code and extension) that result in remote recipients
receiving the message.
Navigate to Voice Mail > Distribution Lists > Public Lists to modify public distribution lists.
Troubleshooting VPIM Between Cisco Unity
Cisco Unity Connection and Cisco Unity Express
This topic describes troubleshooting VPIM issues between Cisco Unity Connection and Cisco
Unity Express.
Cisco Unity Connection MTA Trace
 Cisco Unity Connection

Serviceability Trace window
– Set trace options
 Select MTA in the Micro
Trace field
 Check VPIM Messages
 Click Save to activate
 Reverse this procedure to
de-activate
To troubleshooting VPIM issues on Cisco Unity Connection, navigate to the Cisco Unity
Connection Serviceability Trace window (choose Trace > Micro Traces):
 Select the Cisco Unity Connection Server.
 In the Micro Trace field, select Mail Transfer Agent (MTA).
 Check the VPIM Messages check box.
 Click Save to activate the trace.
The Cisco Unified Real-Time Monitoring Tool (RTMT) is used to view the Cisco Unity
Connection trace files.
Cisco Unified RTMT
Use the Cisco Unified Real-Time Monitoring Tool to view the Cisco Unity Connection trace
files.
Cisco Unified RTMT
 Use Cisco Unified RTMT to view or download Cisco Unity

Connection Traces.
Select the following to view VPIM trace files:

 Trace & Log Central
 Remote Browse (alternatively, collect files and browse locally)
 Connection Message Transfer Agent
 UmssMtaBadMail
 Choose the trace file to view (look for time and date in the filename)
 Cisco Generic Viewer
The Cisco Unified Real-Time Monitoring Tool, which runs as a client application, uses HTTPS
and TCP to monitor system performance, device status, or device discovery. Cisco Unified
RTMT can connect directly to devices via HTTPS to troubleshoot system problems. Cisco
Unified RTMT can also monitor the voice messaging ports on Cisco Unity Connection. Cisco
Unified RTMT allows the administrator to perform the following tasks:
 Monitor a set of predefined management objects that focus on the health of the system.
 Generate various alerts, in the form of emails, for objects when values go over or under
user-configured thresholds.
 Collect and view traces in various default viewers that exist in Cisco Unified RTMT.
 View syslog messages and alarm definitions in SysLog Viewer.
 Work with performance-monitoring counters.
 Monitor the voice messaging ports on Cisco Unity Connection. When a Cisco Unity
Connection cluster is configured, you can open multiple instances of Cisco Unified RTMT
to monitor voice messaging ports on each server in the Cisco Unity Connection cluster.
The Cisco Unified RTMT application can be downloaded to a PC from Cisco Unity Connection
Administration by choosing System Settings > Plugins.
Cisco Generic Viewer
This section describes using the Cisco Generic Viewer to view Cisco Unity Connection trace
files.
Cisco Generic Viewer
 Cisco Generic Viewer

displays trace files
 Optional Search highlights
string matches
 Search for extension
numbers, SMTP domain
names, or message text
– Example search string
1010
 Show VPIM message
content
– To and From fields
– vCard
The Cisco Unified RTMT Cisco Generic Viewer displays trace files. The optional Search
highlights string matches. You can perform searches for extension numbers, Simple Mail
Transfer Protocol (SMTP) domain names, or message text content.
The Cisco Generic Viewer output shows the VPIM message content, for example:
 To and From fields
 vCard
The figure shows an example search string of 1010 (extension number for Fred Bloggs). The
search string matches will be highlighted automatically. The example output shows the
following:
 The VPIM message is from Fred Bloggs at extension number 1010 (4085551010)
 The recipient is extension 6666 (3035556666) on the VPIM system with IP address
10.1.1.3
Cisco Unity Express Trace
This section describes how to enable Cisco Unity Express VPIM traces.
Cisco Unity Express Trace
 Networking VPIM
macro trace
 Networking > VPIM
 Micro trace options
include the following:
– Audio
– Fax
– Info
– Receive
– Send
Use the Cisco Unity Express GUI to enable VPIM trace options. Select the Networking >
VPIM trace macro. Micro trace options include the following:
 Audio
 Fax
 Info
 Receive
 Send
Use the Cisco Unity Express command-line interface (CLI) to view trace output.
Note The Cisco Unity Express trace options can also be enabled using the trace networking
vpim all CLI command.
VPIM Trace Output
This section shows the Cisco Unity Express VPIM trace output.
VPIM Trace Output
 VPIM trace shows a voice mail from Fred Bloggs to extension

2004
 Extension added to location prefix 303555 (3035552004)
CUE1# trace networking vpim all

networking vpi m "Sending: " VPIM: To: <30 35552 004@ 10.1 .1.3 >
networking vpi m "Sending: " VPIM: Fro m: F red B loggs<4085551 010@ 10.1.4.3>
networking vpi m "Sending: " VPIM: Dat e: F ri, 1 6 Apr 2010 14:46:14 +01 00 ( BST)
networking vpi m "Sending: " VPIM: MIM E-Ve rsion : 1.0 (Voice 2 .0)
networking vpi m "Sending: " VPIM: Con tent -Type : Multipart/V oice -Message;
Version=2.0;
networking vpi m "Sending: " VPIM: Boundary="==V pimM sg==1271425574689“
networking vpi m "Sending: " VPIM: Con tent -Tran sfer -Enc odin g: 7bit
networking vpi m "Sending: " VPIM: Mes sage -ID: <FCZ094071WF- AIM2 -FOC133939VS-
1270545233461>
networking vpi m "Sending: " VPIM: X-C ISCO -SI-C ALLI NG-N UMBE R: 4085551010
networking vpi m "Sending: " VPIM:
networking vpi m "Sending: " VPIM: --= =Vpi mMsg= =127 1425 5746 89
To generate VPIM messages, make a call and leave a voice-mail message for a remote user.
Use the show trace buffer tail CLI command to view the Cisco Unity Express trace output.
The example VPIM trace shows a voice mail from Fred Bloggs (extension 1010) to extension
2004 at a remote location. The remote location is configured with a phone prefix of 303555.
The extension is added to the prefix to make a destination telephone number of 3035552004.
The VPIM To field contains 3035552004@10.1.1.3:
 3035552004 is the destination telephone number.
 10.1.1.3 is the VPIM host domain name or IP address.
The source location is configured with a phone prefix of 408555. The extension is added to the
prefix to make a destination telephone number of 4085551010.
The VPIM message uses Multipurpose Internet Mail Extension (MIME) version: 1.0 (Voice
2.0)
 MIME version 1.0 content structures
 Voice 2.0 indicates VPIM version 2 (Voice 1.0 would indicate VPIM version 1)
The complete VPIM message is shown here:

networking vpim "Sending: " VPIM
networking vpim "Sending: " VPIM: To: <3035552004@10.1.1.3>
networking vpim "Sending: " VPIM: From: Fred Bloggs<4085551010@10.1.4.3>
networking vpim "Sending: " VPIM: Date: Fri, 16 Apr 2010 14:46:14 +0100 (BST)
networking vpim "Sending: " VPIM: MIME-Version: 1.0 (Voice 2.0)
networking vpim "Sending: " VPIM: Content-Type: Multipart/Voice-Message;
Version=2.0;
networking vpim "Sending: " VPIM: Boundary="==VpimMsg==1271425574689“
networking vpim "Sending: " VPIM: Content-Transfer-Encoding: 7bit
networking vpim "Sending: " VPIM: Message-ID: <FCZ094071WF-AIM2-FOC133939VS-
1270545233461>
networking vpim "Sending: " VPIM: X-CISCO-SI-CALLING-NUMBER: 4085551010
networking vpim "Sending: " VPIM:
networking vpim "Sending: " VPIM: --==VpimMsg==1271425574689
networking vpim "Sending: " VPIM: Content-Type: text/directory; charset=us-
ascii; profile=vCard
networking vpim "Sending: " VPIM: Content-Disposition: attachment;
filename="Fred Bloggs.vcf“
networking vpim "Sending: " VPIM: BEGIN:vCard
networking vpim "Sending: " VPIM: FN:Fred Bloggs
EMAIL;TYPE=INTERNET;TYPE=VPIM:4085551010@10.1.4.3
networking vpim "Sending: " VPIM: TEL:1010
networking vpim "Sending: " VPIM: TEL; TYPE=X-CISCO-SI-CALLING-NUMBER:
4085551010
networking vpim "Sending: " VPIM: VERSION: 3.0
networking vpim "Sending: " VPIM: END:vCard
networking vpim "Sending: " VPIM: Content-Type: Audio/32KADPCM
networking vpim "Sending: " VPIM: Content-Transfer-Encoding: Base64
networking vpim "Sending: " VPIM: Content-Disposition: inline; voice=Voice-
Message
networking vpim "Sending: " VPIM: Content-ID: FCZ094071WF-AIM2-FOC133939VS-
1270545233461
networking vpim "Encode to G726 “
networking vpim "Sending: " VPIMAUDIO:
Note For more information about VPIM message content, refer to RFC 3801, Voice Profile for
Internet Mail version 2 (VPIMv2).
VPIM Trace Output (Cont.)
 MIME content contains vCard for caller Fred Bloggs

 vCard contains source parameters such as email address
networking vpim "Sending: " VPIM: Content-Type: text/directory;

charset=us-ascii; profile=vCard
4085551010
This example is a continuation of the previous page. The VPIM trace shows a voice mail from
Fred Bloggs to extension 2004 at a remote location. The VPIM message MIME content
contains the vCard for caller Fred Bloggs. The vCard contains source user parameters such as
the email address used for the VPIM message:
 Source email is 4085551010@10.1.4.3.
 The absence of the Spoken-Name content shows that it was not sent.
A partial VPIM message is show here (see previous page for the complete message):
networking vpim "Sending: " VPIM: Content-Type: text/directory; charset=us-
ascii; profile=vCard
4085551010
networking vpim "Sending: " VPIM: Content-Type: Audio/32KADPCM
networking vpim "Sending: " VPIM: Content-Transfer-Encoding: Base64
networking vpim "Sending: " VPIM: Content-Disposition: inline; voice=Voice-
Message
networking vpim "Sending: " VPIM: Content-ID: FCZ094071WF-AIM2-FOC133939VS-
1270545233461
networking vpim "Encode to G726 “
networking vpim "Sending: " VPIMAUDIO
VPIM NDR Trace Output
The figure shows a nondelivery receipt (NDR) for a failed message delivery. The remote VPIM
server with IP address 10.1.1.3 reported the failure.
VPIM NDR Trace Output
 NDR; Status 5.1.1 (Mailbox does not exist)

 Remote VPIM server 10.1.1.3 reported the failure
networking vpi m "Received VP IM " NDR

networking vpi m "Received: " NDR: Con tent -Type : text/plain
networking vpi m "Received: " NDR:
networking vpi m "Received: " NDR: Mes sage coul d not be d eliv ered to t he
following reci pien t(s) :
networking vpi m "Received: " NDR: 408 5552 004@1 0.1. 1.3
networking vpi m "Received: " NDR: --= =CsU nityR epor t==c sUni tyMta -Mta Mail Deli very-
5-1270746747856
networking vpi m "Received: " NDR: Con tent -Type : message/del iver y-status
networking vpi m "Received: " NDR: Rep orti ng-MT A: dns; 10 .1.1 .3
networking vpi m "Received: " NDR: Fin al-R ecipi ent: rfc822; 4 085552004@10. 1.1. 3
networking vpi m "Received: " NDR: Act ion: fail ed
networking vpi m "Received: " NDR: Sta tus: 5.1. 1
This failure condition occurred because the recipient (4085552004) is not valid on the remote
VPIM server. The Status 5.1.1 indicates that the “Mailbox does not exist.” In this example, the
wrong location prefix is configured (prefix 4085552 instead of 303555) and therefore the
resulting destination is not correct—4085552004 (11 digits) instead of 3035552004 (10 digits).
Additional VPIM Status codes include:
 4.2.2: Mailbox full or over quota.
 5.6.1: Mailbox does not support FAX/Text
 5.7.1: Sender is not authorized
The complete VPIM message is show here:

14420 04/08 18:12:28.029 networking vpim "Received: " VPIM: From:
postmaster@10.1.1.3
14420 04/08 18:12:28.095 networking vpim "Received: " VPIM: To: "Fred Bloggs"
<40855511010@10.1.4.3>
14420 04/08 18:12:28.097 networking vpim "Received: " VPIM: MIME-Version: 1.0
14420 04/08 18:12:28.100 networking vpim "Received: " VPIM: x-Mailer: Cisco
Connection (v 2.1)
14420 04/08 18:12:28.102 networking vpim "Received: " VPIM: Subject: Delivery
Status Notification (Failure)
14420 04/08 18:12:28.104 networking vpim "Received: " VPIM: x-CiscoUnity-
MessageType: NDR
14420 04/08 18:12:28.107 networking vpim "Received: " VPIM: Content-Type:
multipart/report; report-type=delivery-
status;boundary="==CsUnityReport==csUnityMta-MtaMailDelivery-5-1270746747856"
14420 04/08 18:12:28.109 networking vpim "Received: " VPIM: Message-ID:
<csUnityMta-MtaMailDelivery-5-1270746747856>
14420 04/08 18:12:28.111 networking vpim "Received: " VPIM:
14420 04/08 18:12:28.113 networking vpim "Received: " VPIM: --
==CsUnityReport==csUnityMta-MtaMailDelivery-5-1270746747856
14420 04/08 18:12:28.122 networking vpim "Received VPIM " NDR
14420 04/08 18:12:28.160 networking vpim "Received: " NDR: Content-Type:
text/plain
14420 04/08 18:12:28.162 networking vpim "Received: " NDR:
14420 04/08 18:12:28.163 networking vpim "Received: " NDR: Message could not
be delivered to the following recipient(s):
14420 04/08 18:12:28.167 networking vpim "Received: " NDR: 4085552004@10.1.1.3
14420 04/08 18:12:28.170 networking vpim "Received: " NDR: --
message/delivery-status
14420 04/08 18:12:28.192 networking vpim "Received: " NDR: Reporting-MTA: dns;
10.1.1.3
14420 04/08 18:12:28.195 networking vpim "Received: " NDR: Final-Recipient:
rfc822; 4085552004@10.1.1.3
14420 04/08 18:12:28.199 networking vpim "Received: " NDR: Action: failed
14420 04/08 18:12:28.201 networking vpim "Received: " NDR: Status: 5.1.1
14420 04/08 18:12:28.207 networking vpim "Received: " NDR: --
message/rfc822
14420 04/08 18:12:28.213 networking vpim "Received: " VPIM: x-receiver:
<4085552004@10.1.1.3>
14420 04/08 18:12:28.215 networking vpim "Received: " VPIM: Received: from
10.1.4.3 (10.1.4.3) by CUC-1 with Connection SMTP Server; Thu, 8 Apr 2010
17:12:27 UTC+0000
14420 04/08 18:12:28.217 networking vpim "Received: " VPIM: To:
<4085552004@10.1.1.3>
14420 04/08 18:12:28.220 networking vpim "Received: " VPIM: From: Fred
Bloggs<40855511010@10.1.4.3>
14420 04/08 18:12:28.595 networking vpim "Received: " VPIM: Date: Thu, 08 Apr
2010 18:12:26 +0100 (BST)
14420 04/08 18:12:28.598 networking vpim "Received: " VPIM: MIME-Version: 1.0
(Voice 2.0)
Multipart/Voice-Message; Version=2.0;Boundary="==VpimMsg==1270746747574"
14420 04/08 18:12:28.602 networking vpim "Received: " VPIM: Content-Transfer-
Encoding: 7bit
14420 04/08 18:12:28.604 networking vpim "Received: " VPIM: Message-ID:
<FCZ094071WF-AIM2-FOC133939VS-1270545233445>
14420 04/08 18:12:28.607 networking vpim "Received: " VPIM: X-CISCO-SI-
CALLING-NUMBER: 4085551010
14420 04/08 18:12:28.613 networking vpim "Received: " VPIM: --
==VpimMsg==1270746747574
text/directory; charset=us-ascii; profile=vCard
14420 04/08 18:12:28.776 networking vpim "Received: " vCard: Content-Transfer-
Encoding: 7bit
14420 04/08 18:12:28.777 networking vpim "Received: " vCard: Content-
Disposition: attachment; filename="Fred Bloggs.vcf"
14420 04/08 18:12:28.779 networking vpim "Received: " vCard:
14420 04/08 18:12:28.781 networking vpim "Received: " vCard: BEGIN:vCard
14420 04/08 18:12:28.783 networking vpim "Received: " vCard: FN:Fred Bloggs
14420 04/08 18:12:28.790 networking vpim "Received: " vCard: TEL:1010
14420 04/08 18:12:28.792 networking vpim "Received: " vCard: TEL; TYPE=X-
CISCO-SI-CALLING-NUMBER: 4085551010
14420 04/08 18:12:28.793 networking vpim "Received: " vCard: VERSION: 3.0
14420 04/08 18:12:28.795 networking vpim "Received: " vCard: END:vCard
14420 04/08 18:12:28.799 networking vpim "Received: " vCard: --
==VpimMsg==1270746747574
Audio/32KADPCM
14420 04/08 18:12:28.803 networking vpim "Received: " VPIM: Content-Transfer-
Encoding: Base64
14420 04/08 18:12:28.805 networking vpim "Received: " VPIM: Content-
Description: VPIM Message
14420 04/08 18:12:28.807 networking vpim "Received: " VPIM: Content-
Disposition: inline; voice=Voice-Message
Note For a list of status codes see RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2)
VoiceView
This section describes using VoiceView on IP phones to troubleshoot VPIM message delivery
issues.
VoiceView
 Use VoiceView from source IP

phones to view messages
– VPIM reports also listed with
messages
 Delayed delivery receipt (DDR)
Location 102 extension 2004
 Nondelivery receipt (NDR) to
Location 102 extension
4085552004
– Mailbox does not exist
Use VoiceView from IP phones to view messages. Users can log in to VoiceView using the
Services button on IP phones and selecting the Cisco CME Service URL option.
VPIM reports are listed with the messages in the inbox. In the example:
 Message 7 is a VPIM Delayed Delivery Report to Location 102 extension 2004.
 Message 8 is a VPIM Nondelivery Report to Location 102 extension 4085552004. This
message was not delivered because the recipient mailbox does not exist.
Summary
Summary
 Remote and local network locations are required when

implementing VPIM in Cisco Unity Express. Remote users
can be defined and associated with a remote network
location ID.
 The Cisco Unified RTMT application can be used to view
Cisco Unity Connection trace on a management PC. The
VoiceView feature is useful on source IP phones to view the
delivery status of VPIM messages. Delayed Delivery and
Nondelivery Reports can be viewed in the messages inbox.
This lesson described how to implement VPIM in Cisco Unity Express. Topics such as
configuring remote locations and users were covered. Additionally, the VPIM troubleshooting
methodology and common issues when implementing VPIM between Cisco Unity Express and
Cisco Unity Connection were described.
References
 RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2)
 Cisco Unity Express 7.1 GUI Administrator Guide at:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel7_1/administrator/GUI/G
UIadmin.html
 Cisco Unity Express Command Reference for 3.0 and Later Versions at:
http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/command/reference/CUECm
dRef.html
Module Summary
This topic summarizes the key points that were discussed in this module.
Module Summary
 Digital networking or VPIM can be used to provide support for

larger numbers of voicemail users by communicating across
multiple systems.
 In Cisco Unity Connection, VPIM remote users are added as
contacts. Cisco Unity Connection supports manual
configuration of contacts as well as automatic VPIM contact
creation for inbound messages.
 The Cisco Unity Express trace macro can be used to enable
VPIM tracing. Cisco Unity Express trace output is viewed via
the CLI.
© 2010 Cisco S ystems , I nc. A ll rights res erv ed. CAPP S v 8.0—4-1
This module covered voice-mail networking using VPIM. Topics included VPIM features and
characteristics as well as how to implement VPIM in Cisco Unity Connection and Cisco Unity
Express.
References
 RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2)
http://tools.ietf.org/html/rfc3801
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/administration/guide/
8xcucsagx.html
 Networking Guide for Cisco Unity Connection at:
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/networking/guide/
8xcucnetx.html
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.
Q1) What is the maximum number of Cisco Unity Connection locations that are supported
when Cisco Unity Connection sites are linked using an intersite link? (Source:
Understanding VPIM)
A) 10
B) 20
C) 100
D) 200
E) 1000
Q2) Which statement is true about VPIM blind addressing? (Source: Understanding VPIM)
A) Blind addressing is used when no entry exists in the LRU cache and no remote
user for the destination has been defined.
B) Administrators define remote users manually so that callers do not need to
know the destination address. Callers use blind addressing to access these
defined remote users using the spoken name.
C) The validity of the destination is known before sending the message.
D) The caller does not need to know the location to send a message. With blind
addressing, only the destination extension number is required, and the location
is hidden from the caller.
Q3) Cisco Unity Connection supports the configuration of blind addressing on a per-
network location basis. (Source: Implementing VPIM in Cisco Unity Connection)
A) true
B) false
Q4) Which method can be used when a firewall blocks direct communication between
Cisco Unity Connection VPIM locations? (Source: Implementing VPIM in Cisco Unity
Connection)
A) Enable IP routing on Cisco IOS routers. IP routing is disabled by default
B) Turn on the Cisco Unity Connection VPIM proxy feature.
C) Configure NAT traversal in the Cisco Unity Connection VPIM Location
window.
D) Configure an SMTP Smart host.
Q5) Which two parameters are required when adding remote users in Cisco Unity
Connection? (Choose two.) (Source: Implementing VPIM in Cisco Unity Connection)
A) First Name
B) Last Name
C) Alias
D) Display Name
E) Alternate Name
Q6) Which three fields are required when adding a network location in Cisco Unity
Express? (Choose three.) (Source: Implementing VPIM in Cisco Unity Express)
A) Location Name
B) Minimum Extension Length
C) Location ID
D) Phone Prefix
E) Maximum Extension Length
F) Voicemail Encoding
G) Domain Name/IP Address
Q7) How can Cisco Unity Connection VPIM traces be viewed? (Source: Implementing
VPIM in Cisco Unity Express)
A) They can be viewed in the Cisco Unity Connection Serviceability Trace
window.
B) They can be viewed by using the Cisco Unity Connection show trace buffer
tail command.
C) They can be viewed by using Cisco Unified RTMT.
D) They cannot be viewed by the customer. Cisco Unity Connection VPIM trace
files can only be viewed by Cisco support personnel.
Module Self-Check Answer Key
Q1) B
Q2) A
Q3) A
Q4) D
Q5) C, D
Q6) B, C, E
Q7) C

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CAPPS

Integrating Cisco Unified

Text Part Number: 97-2896-01

Cisco Unity Express

Understanding Cisco Unity

Cisco Unity Express

Cisco Unity Express offers a rich set of messaging

© 2010 Cisco Systems, Inc. 3-5

Post-Install Auto Configuration Feature

 Cisco Unity Express can go online without any post-install

© 2010 Cisco Systems, Inc. 3-7

Do you wish to start configuration now (y,n)?

With Cisco Unity Express, phone users can easily

Telephony User Cisco Unity Graphical User

© 2010 Cisco Systems, Inc. 3-9

 Cisco Unity Express sends voice-mail messages to a

Cisco Unity Express AutoAttendant

 Cisco Unity Express comes with a built-in auto-attendant

© 2010 Cisco Systems, Inc. 3-11

 Cisco Unity Express Script Editor for writing auto-attendant

© 2010 Cisco Systems, Inc. All rights reserved. CAPPS v8.0—3-10

© 2010 Cisco Systems, Inc. 3-13

 Cisco Unity Express supports holiday schedules.

Cisco Unity Express supports the use of time-based schedules:

 IMAP provides access to voice mails.

© 2010 Cisco Systems, Inc. 3-15

 Cisco Unity Express distribution lists send voice-mail

© 2010 Cisco Systems, Inc. All rights reserved. CAPPS v8.0—3-13

Cisco Unity Express supports the use of distribution lists as follows:

 Urgent or new message arrival triggers notification

Cisco Unity Fred

Message notification cascading allows notifications to be sent to a widening circle of recipients.

© 2010 Cisco Systems, Inc. 3-17

Notification for Scheduled Backup

 Administrator can receive notifications of results for

Cisco Unity Expres s FTP Server

Cisco Unity Express Integration

IP phones are controlled by a call control system:

Cisco Unity Cisco Unified Cisco Unity Cisco Unified

© 2010 Cisco Systems, Inc. 3-19

Cisco Unity Express Interfaces

 Cisco Unity Express communicates with Cisco Unified

SIP SCCP or SIP

Cisco Unity Cisco Unified Remote Office

© 2010 Cisco Systems, Inc. 3-21

Telephony User Interface

Only users with administrative (superuser) privileges or prompt management (ManagePrompt)

© 2010 Cisco Systems, Inc. 3-23

Cisco Unity Express supports three messaging

Cisco Unity Express can be deployed in a centralized or distributed call-control environment:

 Ideal for branch office deployments

Cisco Unity Cisco Unified

© 2010 Cisco Systems, Inc. All rights reserved. CAPPS v8.0—3-21

© 2010 Cisco Systems, Inc. 3-25

Multisite Site-Centralized Messaging

Cisco Unity Express supports ten Cisco Unified

Central Site Branch 1

© 2010 Cisco Systems, Inc. All rights reserved. CAPPS v8.0—3-22

Multisite Site Distributed Messaging

 Cisco Unity Express provides distributed voice mail at each

Cisco Unity Cisco Unity

© 2010 Cisco Systems, Inc. 3-27

Cisco Unified Messaging Gateway