Cisco Unity Connection
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Cisco Unity Connection

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Cisco Unity Connection The comprehensive guide to Cisco Unity Connection voice messaging system design, implementation, and troubleshooting David Schulz Cisco Unity Connection presents all the concepts and techniques you need to successfully plan, design, implement, and maintain Cisco Unity Connection voice messaging systems. For every stage of the system lifecycle, enterprise voice expert David Schulz offers clear explanations, practical examples, realistic case studies, and best-practice solutions. The author begins by introducing Cisco Unity Connection's core features, capabilities, and components. Next, he provides thorough, step-by-step coverage of configuration, including users, contacts, call routing, dial plans, class of service, and templates. You will find extensive discussions of user features and access, administration and maintenance, redundancy and backup, and much more. Throughout, the author addresses many enhancements introduced in the new Cisco Unity Connection v8.5 software. This book concludes with a complete guide to troubleshooting, including case studies that identify common deployment challenges and help you build real-world problem-solving skills. David Schulz has more than 27 years of experience with networking, security, and voice technologies. Before joining Skyline Advanced Technology Services, he was involved in network engineering, consulting, project management, and engineering oversight for a Midwest reseller. He has taught networking technologies to both customers and engineers, created multiple process and procedure methodologies and documents, and held network contracting responsibilities at a large global enterprise. He holds CCSI, CCNP Voice, CCSP, and CCDP certifications. * Plan voice messaging designs, including active-active cluster pair and single-server configurations * Identify required equipment and codecs, and accurately size servers * Efficiently install and upgrade Cisco Unity Connection software * Perform non-Cisco integrations with PBX IP Media Gateway (PIMG) and T1 IP Media Gateway (TIMG) * Administer users and contacts with Cisco Unity Connection Administration, Bulk Administration Tool, AXL, and LDAP * Provide access via phones, the web, and mobile applications * Configure call, directory, and interview handlers * Implement dial plan components, including partitions and search scopes * Configure Cisco Unity Connection networking, including SMTP * Configure, implement, and use Voice Profile for Internet Mail (VPIM) * Create reports and perform real-time monitoring * Master tools for maintenance, backup, and disaster recovery * Implement advanced features, from SpeechView to SMS notification This IP communications book is part of the Cisco Press(R) Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.show more

Product details

  • Paperback | 624 pages
  • 187.96 x 223.52 x 38.1mm | 1,065.94g
  • Pearson Education (US)
  • Cisco Press
  • Indianapolis, United States
  • English
  • 1587142813
  • 9781587142819
  • 1,244,624

About David Schulz

Dave Schulz has more than 27 years of experience with various technologies, ranging from routing and switching to security and voice technologies. Before joining Skyline Advanced Technology Services, he was involved in network engineering and consulting, project management, and oversight of engineering and maintenance activities for a reseller in the Midwest. Dave has also been involved in teaching various technologies to customers and engineers and creating various process and procedure methodologies, service pricing, and documentation. Dave has been involved with designing a Technical Assistance Center, while being a manager and director of professional services and performing installation, support, and consulting in various customer environments. He also had contracting responsibilities at a large global enterprise-level corporation, where duties varied from routing, switching, security, wireless, and project management. Dave has three daughters, Amy, Ericka, and Tiffany, and resides in Cincinnati, Ohio, with his wife, Peggy. Dave's current focus is in writing and developing courseware and teaching voice technology classes for Skyline Advanced Technology Services. He currently holds various Cisco certifications, including CCSI, CCNP-Voice, CCSP, and CCDP.show more

Table of contents

Foreword xx Introduction xxi Chapter 1 Cisco Unity Connection Overview 1 Introduction to Cisco Unity Connection 2 Cisco Messaging Solutions 4 Cisco Unity Express 5 Cisco Unity 5 Cisco Unity Connection 5 Cisco Unified Messaging Gateway 6 Planning for Voice Messaging 6 Current Network Status and Design 7 Current Users and Requirement 8 Scalability 9 Redundancy 10 Feature Requirements 10 Summary 11 Case Study 12 Chapter 2 Designing Voicemail Systems with Cisco Unity Connection 13 Determining Server Sizing 14 Understanding Codecs and Voicemail Storage 15 G.711 Codec 16 G.729 Codec 16 G.722 Codec 16 G.726 Codec 17 iLBC 17 PCM Linear Codec 17 Transcoding in Cisco Unity Connection 17 Users, Codecs, and Message Storage Considerations 20 IMAP Clients and Voice Ports 21 Determining Voicemail Port Requirements 22 High-Availability and Redundancy 24 Server Sizing and Platform Overlays 25 Virtualization 26 User Location, Geography, and Digital Networking 27 Case Study: Voicemail Design 27 Introduction to Integration 28 Introduction to Voicemail Networking 28 Intrasite Networking 29 Introduction to Intersite Networking 32 Intrasite Versus Intersite Networking 34 Case Study: Voicemail Network Design 35 Other Voicemail Networking Options 36 Case Study: VPIM Voicemail Design 36 Intersite Links and VPIM Networking 37 Case Study: Multisite Voicemail Design 38 Summary 40 Chapter 3 Installing and Upgrading Cisco Unity Connection 43 Cisco Unity Connection Installation Procedures 44 Installing Cisco Unity Connection Software 45 Pre-Installation Tasks 45 Cisco Unity Connection Software Installation 47 Installation Processes 47 Basic Installation 48 System Installer and Platform Checks 48 Product Deployment Selection 50 Platform Installation Wizard 52 Basic Installation Dialogue 54 Cisco Unity Connection Server Verification 71 Cisco Unity Connection Login Verification 73 Installation Log Files 76 Active-Active Cluster Pair Configuration 76 Publisher Installation 77 Subscriber Installation 77 Subscriber Server Installation 78 Subscriber Software Installation 81 First Node Configuration 81 Subscriber Node Installation Dialogue 81 First Node Access Configuration 83 Active-Active Cluster Pair Verification 83 Unattended Installation Using the Answer File 86 Performing Software Updates 88 Upgrade During Install 89 Upgrade Using Cisco Unified OS Administration 91 Upgrades from Unity and Unity Connection 1.2 92 Virtual Installation Overview 92 Open Virtual Machine Format (OVA) Extension 93 Understanding Licensing in Cisco Unity Connection 94 Top-Level Software License 95 Server License 96 User License 96 HA License 96 Speech Connect 96 License Ordering Procedures 96 Case Study 98 Summary 99 Chapter 4 Integrating Cisco Unity Connection 101 Attributes of an Integration 103 Integration with Cisco Unified CM Overview 104 Integration with CME Overview 106 Integration with PIMG and TIMG Overview 106 Bandwidth Considerations Using PIMG and TIMG 109 Understanding Multiple Integrations 109 Messaging Deployment Models 110 Single-Site Messaging 110 Centralized Messaging 111 Distributed Deployment Model 112 Case Study: Messaging Deployment Design 113 Cisco Unity Connection Integration 114 Understanding Phone Systems, Port Groups, and Ports 114 Integrating with Cisco Unified CM 116 Cisco Unified CM Voicemail Configuration 116 Cisco Unity Connection Integration Configurations 128 Voicemail Integration Verification 135 Voicemail Port Verification 135 Voicemail Pilot and Profile Verification 136 Integration Troubleshooting 136 SIP Integrations with Cisco Unified CM 140 SIP Trunk Configuration in Cisco Unified CM 140 Cisco Unity Connection SIP Integration 144 Integrating with Cisco Unified CM Express 145 Cisco Unified CME Integration Configuration 145 Integrating with Cisco PIMG/TIMG 151 Call Flow and Routing Rules 152 Understanding Direct and Forwarded Routing Rules 152 Case Study: Cisco Unity Connection Integration with Legacy Systems 154 Summary 155 Chapter 5 Cisco Unity Connection Users and Contacts 157 Introduction to Users and Contacts 158 Understanding Users and Contacts 159 Users Without Mailboxes 159 User With Mailboxes 159 Contacts 160 Default Users 160 Configuring Users 161 Authentication Rules 162 Schedules and Holidays 165 Class of Service 169 Templates 172 Configuring Users 176 Configuring Users Without Mailboxes 177 Configuring Users With Mailboxes 179 Roles 181 Bulk Administration Tool 183 LDAP Synchronization and Authentication 190 Case Study: Four-Digit to Six-Digit Phone Number Conversion 199 Administrative XML Integration with Cisco Unified CM 202 Case Study: Importing Users 205 Summary 208 Chapter 6 Providing Users Access to Voice Messaging 211 Voice-Message Features and Applications Overview 212 Phone Access to Voice Messaging 213 Transfer Rules 214 Message Waiting Indicators 216 Alternate Extensions 219 Phone Menu Options 220 Message Settings Options 223 Web Application Access to Voice Messaging 226 Personal Communications Assistant 226 Using Really Simple Syndication (RSS) Feeds for Voice Messaging 233 Phone View and Visual Voicemail 238 Mobility and Unified Communications 250 Case Study: Mobility 252 Summary 252 Chapter 7 Understanding User Features and Applications 255 Understanding User Features 256 Message Storage Settings and Administration 256 System Configuration Directory 258 Mailbox Store 258 Mailbox Stores Membership 263 Voice-Message Directory 267 Creating Users in a Mailbox Stores 268 Message Aging Policy 268 Aging Alert Text 273 Message Recording Expiration 275 Mailbox Quotas 276 Case Study: Message Aging and Archiving 279 Greetings and Caller Input 280 Greetings 280 Caller Input 287 Case Study: Alternate Greetings 290 Post-Greeting Recordings 290 Message Notification 292 Alternative Extension Features and Restriction Tables 296 Distribution Lists: System and Private 300 System Distribution Lists 300 Case Study: Configuring System Distribution List Access Lists 306 Private Distribution Lists 308 External Service Accounts 311 Unified Messaging Service 313 Using ViewMail for Outlook with Single Inbox 314 Configuring Single Inbox 314 User Configuration for Single Inbox 315 SMTP Proxy Addresses 316 Summary 317 Chapter 8 Understanding Call Handlers and System Features 319 Call Handler Components 320 Understanding System Call Handlers 321 Default System Call Handlers 321 Configuring Call Handlers 322 Transfer Rules 325 Greetings 325 Caller Input 328 Post Greeting Recordings 329 Message Settings 330 Call Handler Owners 331 Configuring New Call Handlers 332 Call Handler Templates 333 Understanding Directory Handlers 334 Understanding Interview Handlers 335 Configuring Interview Handlers 337 Building an Audiotext Application 339 Audiotext Application Design 339 Cisco Unity Connection Dial Plan Components 341 Partitions 341 Search Spaces 342 Case Study: Configuring The Dial Plan 344 Configuring Partitions 345 Configuring Search Spaces 346 Assigning Partitions to Search Spaces 346 Applying Partitions and Search Spaces 348 Changing the Default Search Space and Partition 350 Removing Search Spaces and Partitions 350 Case Study: Troubleshooting Dial Plan Issues 354 Case Study: Configuring The Greeting Administrator 356 Summary 358 Chapter 9 Understanding Cisco Unity Connection Networking 359 Simple Mail Transfer Protocol 360 Cisco Unity Connection Networking 361 Locations, Sites, and Intrasite Links 362 Intersite Links and Cisco Voicemail Organization 363 Preparations for Networking Cisco Unity Connection Servers 365 Review the Current Network Design and Software 365 Ensure Connectivity Between Locations 365 Configure Display Names and SMTP Domains 365 Case Study: Configuring Display Names 367 Changing the SMTP Domain 367 Case Study: Configuring SMTP Domains 369 Cluster Management 371 Review the Naming Conventions of System Objects 373 Case Study: Managing Distribution Lists 375 Configuring Intrasite Links 377 Automatic Versus Manual 377 Networking Verification 385 Case Study: Performing Post-Networking Tasks (Dial Plan) 392 Voice Network Map 393 SMTP Smart Host Function and Configuration 397 Configuring Intersite Links 399 Interlocation Options and Features 401 Cross-Server Sign-In 403 Cross-Server Transfer 405 Cross-Server Live Reply 405 Cross-Server Feature Configuration 406 Case Study: Configuring Cross-Server Features 408 Configuring Users for Live Reply 410 Transfer Using Phone System Trunks 411 Other Post-Networking Considerations 414 Summary 415 Chapter 10 Implementing Voice Profile for Internet Mail (VPIM) 417 Voice Profile for Internet Mail 418 Preparing for Configuring VPIM Networking 419 License Considerations 419 Determine the Number Scheme for Dial IDs 419 Determine the Dial Plan 419 VPIM Contact Creation 420 Blind Addressing 420 Distribution List Considerations 420 Domain Name Considerations 421 SMTP Smart Host and DNS Considerations 421 Networking and Connectivity Considerations 421 Configuring VPIM in Cisco Unity Connection 421 Case Study: Controlling Directory Synchronization 422 Configuring the SMTP Domain Name 422 Verify VPIM Licenses 425 Configuring VPIM Locations 425 Creating VPIM Contacts 429 Automatic Directory Updates 431 Automatic Directory Update Options 433 Case Study: Directory Updates and Blind Addressing 433 Blind Addressing Using Cisco Unity Connection Inbox 434 Automatically Create Contacts 435 Automatically Delete Contacts 437 VPIM Features 440 Case Study: VPIM Features 440 Summary 444 Chapter 11 Using Cisco Unity Connection Tools and Reports 445 Cisco Unity Connection Tools 446 Using the Real-Time Monitoring Tool 447 Accessing RTMT 447 System Summary 449 Server-CPU and Memory 451 Server-Process 451 Server-Disk Usage 451 Critical Services 453 Cisco Unified Serviceability 456 Cisco Unity Connection Services-RTMT-Critical Services 457 Cisco Unity Connection Serviceability 459 Case Study 460 Performance 460 Tools 468 Cisco Object Backup and Restore Application Suite (COBRAS) 472 Cisco Unity Connection Migrate Utilities 477 Cisco Unity Connection Task Management Tool 478 Understanding Reports 479 Summary 484 Chapter 12 Maintaining Cisco Unity Connection 487 Disaster Recovery System 488 Certificate Management Overview 489 Performing a Backup 490 Backup Device Configuration 492 Backup Components 494 Case Study: Backing Up Mailbox Stores 496 Manual Backup 497 Backup Scheduler 499 Performing a Restore 501 Using the Restore Wizard 501 Warm Standby Server 503 Cluster Management 506 Overview of Survivable Remote Site Voicemail 508 Cisco Voice Technology Group Subscription Tool 509 Cisco Unity Connection Tools Online 509 Configuring Simple Network Management Protocol 509 Summary 512 Chapter 13 Advanced Features in Cisco Unity Connection 513 Fax Integration 514 Preparation for Fax Integration 515 Faxable Document Types and Fax Reports 515 Configuring Cisco Unity Connection Fax Integration 516 Cisco Unity Connection User Account Fax Configuration 518 Fax Integration Testing and Verification 520 Gateway Configuration for Voice and Fax Integration 520 SpeechView 522 SpeechView Configuration 522 SpeechView Licensing 523 Smart Host Configuration for SpeechView 524 Access List Configuration the Email Server for SpeechView 525 Preparation for SpeechView Configuration 525 SpeechView Configuration in Cisco Unity Connection Administration 525 User Configuration for SpeechView 527 Configuring Notification 529 Configuring SMTP and SMS Notification 529 Summary 533 Chapter 14 Troubleshooting Cisco Unity Connection: Case Studies 535 Basic Troubleshooting Techniques 536 Stay the Course 537 Assess the Situation 537 Develop the Plan and Strategy 538 Use Good Troubleshooting Procedures 538 Provide Reporting, Resolution, Documentation, and Lessons Learned 539 Troubleshooting MWI Issues 539 Scenario 539 Resolution 540 Troubleshooting Call Transfer Rules 542 Scenario 542 Resolution 543 Troubleshooting Partitions and Search Scopes 545 Scenario 545 Resolution 545 Troubleshooting Dial Plan Issues in Digital Networks 547 Scenario 547 Resolution 547 Troubleshooting Access to Features 549 Scenario 549 Resolution 549 Troubleshooting Audiotext Applications 550 Scenario 550 Resolution 550 Troubleshooting Digital Networking Issues 552 Scenario 552 Resolution 552 Troubleshooting VPIM Networking Issues 555 Scenario 555 Resolution 555 Summary 556 Index 557show more

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