Brion S. WashingtonBrion S. Washington Cciscopress.com Table of Contents Coal Integrating Cisco Unified (oe eens Pecos Ces Ce ecco Cee) Cisco. Unity Connection and Cisco ie eee ate rel Saeed Cees Cisco. Unity Express.. Oy Voice Profile for Internet Mail eed) Cee i reece cand221 ‘CCNP Voice CAPPS 642-487 Quick Reference About the Author Brion S. Washington, CCNA, isa senior voice engineer consultant in Adanta, GA. He has more than ten years of Ciseo experience, with the last five years dedicated to VoIP; he has worked with all the Cisco VoIP products. Brion has done ‘many large projects involving VoIP, from complete network design, implementation, and the last level of escalation, He is currently finishing up his CCVP, About the Technical Reviewer Alex Hannah, CCIE Voice No. 25853, isa certified Cisco instructor, specializing in teaching the Cisco Advanced IP (Communications product lin, He has more than seven years of consulting experience in Cisco Unified Communications {for SMB through enterprise spaces. He is the president of Hannah Technologies LLC, a Richmond, Virginia-based Cisco consulting firm specializing in Cisco Advanced IP Communications and application development using Microsoft technologies, He holds a bachelor’s degree in Information Systems from Virginia Commonwealth University, with a ‘minor in Business. Additionally, he is the founder of UCCX net, which is a video-based training website for the Cisco UC produet line, In his spare time, you ean find Alex on his boat wakeboarding with his family and friends,131 ‘CCNP Voice CAPPS 642-487 Quick Reference Dedication ‘Tons of people participated in making this guide what itis, I personally want to thank each of them, My family: My wife Christi, and kids Taylor, Britiney, and Nathan for their patience and understanding during this project. They kept me sane, ‘Alex Hannah: Whose website I visited before while trying to understand UCCX. His meticulous technical editing und knowledge guided this project from infancy to maturity. Thunk you, Ales. Amanda Finley: For the hours we spend playing Bad Company 2 on the PS3: Thanks, and I look forward to Battlefield 3 and Seuba, ‘The Cisco Press Team: Brett Bartow, Mandie Frank, Keith Cline, and Sheri Cain, They are the biggest reason this project was successful I appreciate all thatthe team did for me and the project. Keith Cline: This guy is incredible and put in some major work making this guide look professional Brion 8, Washington41 ‘CCNP Voice CAPPS 642-487 Quick Reference Chapter 1 Integrating Cisco Unified Communications Applications CCNP Voice CAPPS 642-467 Quick Reference assists your final preparation forthe Cisco CAPPS v8.0 exam. Us this guide in conjunction with other study aids to gain the best chance for success on the exam, The CAPPS v8.0 exam covers the various Cisco applications that work with Cisco Unified Communication Manager (CUCM to provide the tols and applications needed for ttuc Unified Communications experience. This guide assumes that you are already familiar with the topics covered, soit presents Poteatial exam topics ina concise fashion. The applications reviewed in this guide are Cisco Unity Connection (CUC), Cisco Unified Presence (CUP), and Cisco Unity Espress (CUE). These provide voicemail, auto attendant, audio-ext, and user presence information, to name a few(51 ‘CCNP Voice CAPPS 642-487 Quick Reference Chapter 2 Cisco Unity Connection What is voicemaif? Voicemail, in its most basic form, isthe ability to leave messages for someone who is unavailable to take a call. With voicemail configured, users no longer have to worry about missing calls when they areon the phone or away from their phones. Cisco has a few voicemail options available, In his section, we discuss Cisco Unity Connection (CUC), which sa Cisco voice- messaging appliance for up to 20,000, CUC 8 5 can scale 1 100,000 uses if digital networking is-used between clusters for enterprise deployments of upto 20 servers ‘CUC has a host of features incorporated into the product that add valuc to Cisco Unified Communications. They include, but are not limited 1, checking messages from email, web browsers, and phones or sofiphones. A built-in application programming intrface (API provides integration capability wth other Cisco applications and third-party vendors, Unity Connection 85 can integrate with “Microsoft Exchange 2010 for delivery of truc unified messaging (one inbox for email, Faxes, and voicemail). Calendaring integration is done through its web-based Distributed Authoring and Versioning (WebDAV) service User Desktop Interfaces The messaging interface you choose determines how your users interact with CUC, The avilable options can be categorized into to user interface ys: Telephone user interface (TUI): As its name implies, this interface is accessed by a phone. The user interacts by way of the touch keys one phone Interaction is achieved by cling and geting messages fom Unity Conection. Any type of phone can be used to dil in to a TUL, including[6] Chapter 2. Cisco Unity Connection 1P phones PSTN phones (public switched telephone network, slog) CUPC (Cisco Unified Personal Communicator) Sofiphones| Graphical user interface (GUI): Where would we be if we could not sce what we are doing? This is where the GUI comes into play. The following Unity Connection applications have some sort of GUI for interactions CUC inbox: Cisco Voice View Express IMAP clicas| Notifications. When a wer receives messages, CUC needs to have ways to inform the user about the waiting messages. Notifications can be sent by phone, email or page. Message wating indicators (MWI) ar sent to show that a message is Administration and Maintenance of CUC ‘You configure and perform maintenance through a web interface or CLL. Within CUC, you can leverage the Following as you perform administration/maintenance. The main page, which i shown in Figure 2-1, is where you perform most of your tasks in CUC, © Cisco Unity Connection Administration: Here, you configure things such a system stings, usr setings, mailboxes, dial ily maintenance, moves, ads, and changes, plans, = Cisco Unified Serviceaility71 Chapter 2. Cisco Unity Connection Cisco Unified Operating System Administration: Here, you configure settings forthe operating system and server, such as ‘Network Time Protocol (NTP), Ether, and upgradesipatches © Cisco Unified Connection Serviceability: Here is where your reporting, races and cluster management are located © Cisco Unity Connection Disaster Recovery System: Here, you configure your backup and recovery setings. FIGURE 2-1 ‘The main page ater you og onto CUC.[8] Chapter 2. Cisco Unity Connection Call Management (Call management is a vital part of CUC administration and operations. We discus the areas of call management inthis section. Call Routing Call routing routes al calls cither toa mailbox or call handler, Calls to Unity Connection from intemal or extemal callers are classified as cther directed or forwarded calls. An example ofa directed calli a PSTN caller dialing dretly toa Unity Comnecton pilot number or an intemal usr by pressing the IP phone Message bation located on his Softphone or IP phone. An example of a forwarded call is when a caller dials an emyployce's extension and afler the “ring no answer” timer is reached, the employee's call, forward options on his phone forwards the call to Unity Connection. The diference bowen direct and forwarded calls is the ofthe call = Directed call routing: Log in to Unity Connection to retieve voicemail o listen othe opening gesting = Forwarded call routing: Leave a message ithe extension you dal has a mailbox or iste ta standard grecting, “There are two default call routing rules for cach condition thats, directed and forward), Predefined direct call routing ules area follows in the use. Attempt sign-in Calls from an identified use atemp to si Opening greeting: Calls fom users without mailboxes (unidentified) are given an opening grocting Predefined forwarded routing rules areas fellows: Attempt forward: Cals from a user witha mailbox ae sent to the users resting, © Opening greeting: Calls coming fom a number with no mailbox are presented with an opening geting19] Chapter 2. Cisco Unity Connection ‘Transfer Rules “Transfers are used to route calls to different call handlers. There are three predefined transfer rules, as follows: © Standard: Used by default, this rule tansfers the call to a groctng this can replace the Standard rule when cicumstances requir, Closed: Disabled by default. Transfer is toa erecting, ‘CUC on call transfers will either release the call tothe phone system or continue to supervise the transfer. If Unity Connection supervises the transfer, it can provide cllscreening and call-holding functionality. Caller Input “The proces of routing and managing calls realy depends on what the callers tying io accomplish, Caller input is vital pa ofthis process, CUC enables administrators o configure options and esponss to wer np, Users can use any ofthe phone keys to interact ‘vith the eystem, The Elt Caller Input page, shown in Figure 2-2, fs whee you implement cal anders Configuring Caller Input 4. Navigate 9 Templates, Caller Handler Templates. Select the handler you wan! to configure Select Editon the menu ba. Select Caller Input. ‘Choos the keys you want to change. (Click Save ‘The important hing to remember is that cach handler has its own unique calle input configuration, Ths means that pressing the number 1 key while using one handler does not accomplish the same thing as pressing the same key under a different hander.110} Chapter 2. Cisco Unity Connection FIGURE 2-2 Edit Cale Input pape (©2011 Cio Systems Inc Alright reserved Thi pucetion protected by copyright Pace see pope 8 formar deiy Chapter 2. Cisco Unity Connection Call Handlers ‘call handler's function sto add 1o-aftendant capabilites into CUC. CUC has thee types of cll handlers that you cam use I actions based on digit sclection. It contains preconfigured good System call handlers: Handles the grestings and offers bye, opening, and grecting messages. Directory call handlers: Allows callers o search for users on CUC or other connected voice-messaging systems, Interview call handler: The system interacts with the caller via a series of questions and answers. The calls then routed Configuring Call Routing 1 Navigate to Call Management, Call Routing ‘Once inside the Call Routing section, you can make adjustments to direct routing rules and forwarded routing rus. Inthe Direct Routing sction, select Add New, sot the name, and click Save [After you click Save, the configuration ofthe routing rule page displays. On this page, specif how you want the call be handle. Set the staus: Active, Inactive, or Invalid, Set the language: Use System, Inherit Language from Caller, Choose a Language Set the search scope “The nest section ofthe page is where you decide where and how the cal ‘you can funher customize, as fllows: Call handler Interview handler Directory handler ‘Conversation User with mailbox: routed. You select the routing method, and then. ‘Afier you configure the rules to meet your requirements, be sure to apply them by saving your changes!121 Chapter 2. Cisco Unity Connection Audio-Text Applications In thie guide, we define audio text ean application that resides on Unity Connection and replaces a human receptionist or operator. “Think of audio text a self-service menu where a ses can navigate through predefined menus, when asked questions ses can input thei response by voice or pressing phone keys. This guide cover audio ext without discussing interactive vlce response (AVR), bsause IVR is beyond the scope ofthis pide Cisco Unity aio text componenis include greetings, subscribes, and anders, You read about handles eater, Now, we cover sxcstng, which are what ales hear when they communica with Unity Comnection. Greetings ‘These prompts orice recordings insu ues fr further inpt andar play (th alls hea thm) when alls re reeene on Unity Comecton. You cana sada retng or import your ov casom Beings ‘oconigur reings, 4. Navigate Call Management, System Cal Handles, Bait Gretings, 2. Select resting pe System Defalt My Penanal Recording Nothing you choos My Personal Recording cording window opens You can rtd geting or pla on rom the pop-up mens bat Tr upload file mat berecord ina G 711 vLaw WAV ile fmt The sampling ac snuld be \Hscoad wih Sb coool1131 ‘CCNP Voice CAPPS 642-487 Quick Reference Chapter 3 Cisco Unity Connection and Cisco Unified Communication Manager When integrating CUC and CUCM, you configure the inital integration in CUCM by using the Voice Mail Port Wizard, then you configure the VM integration onthe Unity Connection server, and finally, you test he integration, Cisco Voice Mail Port Wizard 1. In CUCM, goto Advanced Features, Voie Mail, Voiee Mai Port Wizard 2. Choowe a server name, 3. Choo the numberof pots 4. Configure the fllowing stings: Description Device Pool Calling Search Space AAR Calling Search Space Location Device Security Modetay Chapter. Cisco Unity Connection and Cisco Unified Communication Manager Cisco Voicemail Directory Number Assign the begining dicta sumber. Seta patton. Sethe cling sch space Congr th intra caller ID and extemal mask Add Voicemail Ports to Line Groups Here, you are asked whether you want to create a new group or add port to an existing group. The ine group name must match on both CUCM and CUC. Configure the line group name. Hunt List ant tists ar wed for cll distribution Navigat to Call Routing, Route/Hunt, Hunt List Set the name Enter a deseripton Set the CUCM group Add the voicemail ine group previously configured into this hunt Hist Make sure that the Voie Mail Usage box is checked if this hunt group wil be use for vera15) Chapter. Cisco Unity Connection and Cisco Unified Communication Manager Hunt Pilot “The hunt pilot isthe number uses reach CUC Navigate to Call Routing, Route/Hunt, Hunt Fil ‘Configure the hunt pilot number. Set the route partition, Enter a description ‘Configure the hunt list, point he pilot number tothe hunt list created previously Set route options; use Default to route calls to CUC ‘Configure the outside dialtone Message Waiting Indicators Message waiting indicators (MWI) tum on and af the indicator that a message is waiting Goto Advanced Features, Voie Mal, Voice Mail Pilot. Configure the message waiting umber Configure a prion Enter a desertion Set MIVI to On or Of 6. Configure te calling search space ‘You must repeat this process for both On and Of indicators116) Chapter. Cisco Unity Connection and Cisco Unified Communication Manager Voicemail Pilot “The voicemail pilot number must match the configured hunt pilot number previously configured. ‘Configure the voicemail pilot number. ‘Configure the calling search space : I Pilot forthe System check box. “This enables the messages buttons onthe IP phone. Basically, these ac the speed dials tothe CUC. 41, Setthe voicemail profile name. Enter a description Set the voicemail pilot. Configure the voicemail box mask Phone System Configuration 4. OnCUC, navigate o Telephony Integration, Phone System 2. Sot the phone sem name 8. Setthe dfaulr TRAP nmeuy Chapter. Cisco Unity Connection and Cisco Unified Communication Manager MWI Settings Chock th boxes that represent the configured MW! On and Of indicators dat you st caer in CUCM ‘Send Message Counts; Chek this box if you want CUC to send message count, and request MW is tumed On whem anew mes- sage aries. Use Same Port for Enabling and Disabling MWI:; This box is checked when you want CUC to use same port for turing on and off MW Force All MW1 for This Phone System: Chock this box to turn offll MWls fr the phone system, This must be done before you check Synchronize all MWI on the phone system box ‘Synchronize All MW1s on the Phone System: Click Run to synchronize MWIs forall users on phone system, Configure Call Loop Detection in DTMF Enable for Supervised Transfer: This box should be checked i'you want CUC to detect and reject supervised wane, Enable for forward Messages Notification Calls: This bo is checked if you want CUC to detect and reject new message notii- cations that are sent toa device and then transferred back to CLC because the call was not answered, DMF Tone to use: Used to help detect call loops. Guar Time: Used for loop detection timer Configure Phone View Enable Phone View: Enables Phone View forthe CUCM phone system. created in CUCM and associsted with the wer’ phones Enter CTI Phone Access Password: The password forthe application user. Enter CTI Phone Access Username: Te application usr tha Outgoing Call Restrictions Enable Outgoing Calls CUC sends outgoing calls through the phone system.re} Chapter. Cisco Unity Connection and Cisco Unified Communication Manager Port Groups “The port group manages communications between the phone system and CUC- Adal New DN link 10. Assign a DN to the phone (If phone device i configured, use that DN. If hi 111. Uncheck the Allow Control af Device from CTL bos, 12. Click Save. anew DN)178) Chapter® Cisco Unified Presence Server ‘These steps are needed to get a basic CUPC running on your network. The advanced features require additional steps and integration ‘with other Cisco network appliances, Cisco Unified Presence Server Troubleshooting Resources (CUPS problem resolution san are that you should be familiar with forthe exam, CUPS has wscfl fol that can provide valuable infomation wo asst in resolving probes. System Status Page ‘One ofthe frst tools discussed is the System Stats page. Ths page displays sync status, numberof users, and phone devices and ‘other information. Here, you can get a general view of what your system sce. ‘On the CUP Administration page, navigate to Diagnostics, System Status The information presented includes the following: Publisher IP Syne status (time and dats) Number of end users Number of phone devices Number of icensed CUP end users Number of CUPC end users Number of assigned MOC end users [Number of end users associated with an intercluster post.179) Chapter® Cisco Unified Presence Server System Troubleshooter Page “The System Troubleshooter page isan awesome resource that could almost be considered a one-stop problem-resolution shop. This ‘page is well designed to help quicky isolate and resolve problems in CUPS. The best thing about it is that ists problems and them provides resolutions forthe problems. System Troubleshooter aranges the components ino sections based ofthe functions they provide, which allows a quick assessment and (hopefully) speedy resolution. The areas ae as follows: Syne Agent: Provides syne information © Presence Engine: Provides presence and presence services information = IPPM: Displays IPPM information © CFL Gateway: Provides information on CTI components MOC Troubleshooter Page You can use the MOC Troubleshooter page to verify the int MOC page, enter the user and address of MOCS to begin running atest o validate the integration, “The test includes the following ‘That the CTI gateway service is active ‘That the user is licensed for CUP ‘Thatthe CTI gateway application user and password are valid “That the presonce usr is synced with the CUCM.Chapter 6 ‘That the prefered prowy listener transport type isnot set to UDP. ‘That the LCS/OCS is reachable “That the DNS is for LCS/OCS is resolvable (using DNS) ‘That the LCS/OCS has an associated incoming ACLenty ‘That the LCS/OCS has an associated outgoing ACL entry 180] (isco Unifiad Presence Server “The MOC troubleshoote basically provides the same functionality as the System Troubleshooting page Traces “The trace options cnable administrators to open log fils that provide more information about what the systema i doing or not doing ‘The log fi ‘The only difference is that files are stored indifferent locations. “The command to ist the files is fl it ‘Syne agent files location and synta: ‘Mle List activelog epas/trace/epssas /iog8} Presence engin files locaton and syntax: ‘Me List activelog epas/trace/epe/eai SIP prony file location and syntax: ‘ile List aetivelog epas/trace/erp/eai are retrievable from the CUP console or via an SSH connection, The trace files have the same syntax for isting the files.ist] Chapter® Cisco Unified Presence Server Real Time Monitoring Tool You can download the Real Time Monitoring Too! (RTM) application from Application, Plgins. This aplication provides a GUL for those who like GUIs. RTMTT isthe Cisco GUI for seeing what your systems doing. and it helps identify issues whem they ar "This tool provides information in a numberof categories: © System Summary: Provides an overview of server components, such as CPU usage, partition usage, and virtual memory usage 15 Server: Provides more aptions and information about the physical components ofthe server = Performance: Shows system-performance values, = Toot : Here, you can set alarms, alerts, view traces, and work with lg files.CCNP Voice CAPPS 642-467 Quick Reference Brion S. 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Corporate aed Geren Sie F089 copa pence ae tide Unit Sts ulcer Sleiman peancanco 122011 Cisco Systeme Ine. lvight esered, This pucaton Ie protected by copyright