Cisco Unity Fundamentals

by Morgan, Brian; Gonzalez, Moises

• ISBN13: 9781587050985
• ISBN10: 1587050986
• Edition: 1st
• Format: Hardcover
• Copyright: 2005-01-01
• Publisher: Cisco Press

Summary

- Understand how Cisco Unity supports both IP telephony and traditional telephony systems - Master the support of Cisco Unity features for CallManager, Contact Centre, and Personal Assistant - Review Case Studies for design recommendations and troubleshooting suggestions - Learn about the common pitfalls of existing systems integration and how to avoid downtime

Author Biography

Brian Morgan, CCIE No. 4865, is a certified Cisco Systems instructor for ICND, BSCI, CUSE, CUSA, CVOICE, BCRAN, CBCR, CIT, and CATM, as well as various customized CCIE Boot Camp courses Moises Gonzalez is a Cisco AVVID test engineer for Cisco Systems

Table of Contents

Introduction	xviii
Part I Cisco Unity Administration	3	(170)
Cisco Unified Communications System Fundamentals	5	(40)
Understanding Cisco Unity's Call Flow Essentials	5	(6)
Outside Caller Call Flow	5	(2)
Subscriber Call Flow	7	(1)
Cisco PA Outside Caller Call Flow	8	(2)
Cisco PA Subscriber Call Flow	10	(1)
Understanding Unified Communications Integrations	11	(4)
Communications Integration	11	(1)
Integration Attributes	12	(1)
Telephone System Integrations with Cisco Unity	13	(1)
Cisco CallManager and Cisco PA Integration	14	(1)
Understanding Cisco Unit Features	15	(27)
Using Cisco Unity Standard Features	15	(1)
Voice Mail	16	(1)
Automated Attendant	16	(1)
Audiotext Application	17	(2)
System Administration Web Page	19	(1)
Cisco PCA	20	(1)
CUA	21	(2)
RSA Security or Enhanced Phone Security	23	(1)
CUGA	24	(1)
FlexLM	24	(1)
Live Reply	25	(1)
Flex Stack	25	(1)
12- to 24-Hour Support	26	(1)
CUSPA	26	(1)
CUICA	26	(1)
DVD Installation	26	(1)
Multiple Directory Handlers	27	(1)
SIP Support	27	(1)
EMEA Voice Board Support	28	(1)
Digital Networking	28	(1)
Using Cisco Unity Optional Features	29	(1)
Unified Messaging	29	(1)
Integrated Faxing	29	(1)
Text-to-Speech Feature	30	(1)
Localized Versions	30	(2)
Using Cisco Unity Optional Networking Features	32	(1)
AMIS-a Networking	32	(1)
Voice Profile for Internet Messaging	33	(1)
Bridge Networking	33	(1)
Using Cisco PA Standard Features	34	(1)
Follow Me	34	(1)
Name Dialing	34	(1)
Name Synchronization	34	(1)
Mail Browser	35	(1)
Web-Based User Administration	35	(1)
Web-Based System Administration	36	(1)
Rules-Based Routing	37	(2)
Speech Recognition	39	(1)
Using Cisco PA Optional Features	40	(1)
Localizations	41	(1)
IP Phone Productivity Services	41	(1)
Chapter Summary	42	(1)
Chapter Review Questions	43	(2)
Using Your Cisco Unified Communications System	45	(22)
Using Cisco Unity	45	(13)
Managing Calls	46	(1)
Understanding the TUI	46	(2)
Defining Subscribers	48	(7)
Using ViewMail for Microsoft Outlook	55	(2)
Using DUCS for Lotus Notes	57	(1)
Customizing VMO	58	(1)
Understanding Cisco PCA	58	(5)
Understanding the Cisco Unity Assistant	59	(2)
Understanding Cisco PA Call Flow	61	(1)
Understanding Cisco PA Speech Recognition	62	(1)
Using PA-Driven Voice Mail	63	(1)
Chapter Summary	63	(1)
Chapter Review Questions	64	(3)
Setting Up Cisco Unified Communications	67	(30)
Using the Cisco Unity System Administrator	67	(9)
Defining the Navigation Bar	69	(2)
Defining the Title Strip	71	(1)
Defining the Page Body	71	(1)
Protecting System Administration	71	(3)
Using Onscreen Help	74	(1)
Using Cisco Unity Media Master	75	(1)
Configuring a Cisco Unity System	76	(18)
Creating a Cisco Unity Task List	77	(1)
Understanding Configuration Settings	78	(1)
Replicating Cisco Unity Directory Objects	78	(7)
Managing Calls Using System Schedules	85	(1)
Using Holiday Settings	86	(1)
Licensing	86	(2)
Setting Up Authentication	88	(3)
Integrating Cisco CallManager	91	(1)
Changing the Opening Greeting	92	(1)
Configuring the Directory Handler	93	(1)
Configuring the Operator Handler	94	(1)
Chapter Summary	94	(1)
Chapter Review Questions	95	(2)
Unified Communications Subscribers	97	(24)
Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings	97	(11)
Setting Account Policy	98	(1)
Describing COS	98	(3)
Distribution Lists	101	(1)
Creating Subscriber Templates	101	(3)
Understanding the Profile Page	104	(1)
Setting Account Settings	104	(1)
Creating Passwords	105	(1)
Setting Conversation Options	105	(1)
Setting Call Transfer Options	105	(1)
Setting Greetings	106	(1)
Configuring Caller Input	106	(1)
Setting Messages	107	(1)
Creating Distribution Lists	107	(1)
Setting Message Notification Options	107	(1)
Understanding COS Settings and Subscriber Interactions	107	(1)
Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings	108	(9)
Setting Subscriber Accounts Versus Subscriber Templates	108	(1)
Using Private Lists	109	(1)
Using Alternate Extensions	109	(1)
Using Message Notifications	110	(1)
Creating Default Cisco Unity Accounts	111	(1)
Adding Cisco Unity Subscribers	112	(3)
Adding Subscribers	115	(1)
Deleting Subscribers	116	(1)
Chapter Summary	117	(1)
Chapter Review Questions	117	(4)
Cisco Unified Communications System Customization	121	(28)
Understanding Cisco Unity Call Handlers	121	(6)
Defining Default Call Handlers	122	(2)
Customizing Default Call Handlers	124	(1)
Using Special Call Handlers	124	(1)
Using the Directory Call Handler	125	(1)
Using the Interview Handler	126	(1)
Using User-Defined Call Handlers	127	(19)
Customizing Call Handler Settings	128	(1)
Using Profile Settings	129	(2)
Using Call Transfer Settings	131	(2)
Using Greeting Settings	133	(3)
Using Caller Input Settings	136	(2)
Using Message Settings	138	(2)
Planning Call Handler Use	140	(1)
Routing Callers by Using One-Key Dialing	140	(1)
Creating a Call Management Map	140	(2)
Defining Call Routing Rules	142	(2)
Using Direct Calls	144	(1)
Using Forwarded Calls	145	(1)
Chapter Summary	146	(1)
Chapter Review Questions	146	(3)
Cisco Unified Communications System Maintenance	149	(24)
Understanding Cisco Unity System Monitoring and Maintenance	149	(10)
Defining Cisco Real-Time Monitoring Tools	149	(1)
Knowing When to Use Cisco Real-Time Monitoring Tools	150	(1)
Using Status Monitor (HTML)	150	(1)
Understanding the System Status Page	151	(1)
The Ports Page	152	(1)
The Reports Page	152	(1)
The Disk Drives Page	152	(1)
Using the Status Monitor Program	152	(2)
Maintaining a Cisco Unity Server	154	(4)
Cisco Unity Additional Maintenance Resources	158	(1)
Understanding Cisco Unified Communications System Reporting	159	(11)
Defining Cisco Unity Reporting Tools	159	(1)
Knowing When to Use Cisco Reporting Tools	159	(1)
Specifying Settings on Cisco Unity Administrator Reports	160	(1)
Using Cisco Unity Subscriber Reports	161	(1)
Subscribers Reports	162	(1)
Subscriber Message Activity Reports	162	(1)
Distribution Lists Reports	163	(1)
Failed Login Reports	163	(1)
Storage Usage Reports	164	(1)
Transfer Call Billing Reports	164	(1)
OutCall Billing Reports	164	(1)
Using Cisco Unity System Reports	165	(1)
Administrative Access Activity Reports	165	(1)
Event Log Reports	165	(1)
Port Usage Reports	166	(1)
System Configuration Reports	166	(1)
Unresolved References Reports	167	(1)
Call Handler Traffic Reports	167	(1)
AMIS Outbound Traffic Reports	167	(1)
AMIS Inbound Traffic Reports	168	(1)
Monitoring Performance Counters	168	(1)
Monitoring PA	169	(1)
Chapter Summary	170	(1)
Chapter Review Questions	170	(3)
Part II Cisco Unity Engineering	173	(184)
Understanding Cisco Unified Communications System Hardware	175	(20)
Understanding Cisco Unity Server Hardware---Platform Overlays	175	(12)
Selecting Cisco Unity Voice Messaging and UM Configurations	178	(1)
Understanding Cisco Unity Server Physical Storage Configurations	179	(1)
Using Platform Overlay 1	180	(1)
Using Platform Overlay 2	180	(1)
Using Platform Overlay 3	181	(1)
Using Platform Overlay 4	181	(1)
Using Platform Overlay 5	182	(1)
Cisco Unity Supported Platforms List	182	(1)
Additional Hardware Considerations	183	(1)
Understanding Cisco PA Hardware Requirements	183	(4)
Using Unified Communication Voice Cards	187	(5)
Installing Voice Card Hardware	188	(2)
Installing Optional Hardware	190	(1)
Optional Supported Hardware	190	(1)
Optional Unsupported Hardware Configurations	191	(1)
Chapter Summary	192	(1)
Chapter Review Questions	192	(3)
Cisco Unified Communications System Software	195	(40)
Understanding the Cisco Unity for Exchange Architecture	195	(7)
Telephone Systems and Cisco Unity with Exchange	197	(5)
Understanding the Cisco Unity for Domino Architecture	202	(1)
Understanding Cisco PA Architecture	203	(1)
Understanding Unified Communications Software	204	(13)
Using System Software for Cisco Unity for Exchange	205	(1)
Cisco Unity Software Requirements with Exchange	205	(2)
Supported Microsoft Exchange Software with Cisco Unity	207	(1)
Cisco Unity Service Pack CD-ROM	208	(1)
Using System Software for Cisco Unity for Domino	209	(2)
Using System Software for Cisco PA	211	(2)
Using Client Software for Cisco Unity for Exchange	213	(1)
Using Client Software for Cisco Unity for Domino	214	(1)
Using Client Software for Cisco PA	215	(2)
Installing Cisco Unified Communications Software	217	(10)
Setting Up a Cisco Unity System	217	(1)
Using Cisco Unity Server Preparation Assistant	217	(2)
Using Cisco Unity Installation and Configuration Assistant	219	(1)
Using the Cisco Unity Permissions Wizard	220	(3)
Installing the License File Wizard	223	(1)
Configuring the Service Configuration Wizard	223	(1)
Setting Up the Message Store Configuration Wizard	224	(1)
Integrating Cisco Unity with Telephone Systems	224	(1)
Using Resources to Guide the Cisco Unity Installation	225	(1)
Installing the Cisco PA Software	226	(1)
Upgrading Cisco Unified Communications Software	227	(5)
Upgrading from Cisco Unity 2.4x or 3.x to Cisco Unity 4.0	227	(1)
Determining the Cisco Unity Software Version Number	228	(1)
Locating Cisco Unity Version Number	228	(1)
Locating the Cisco Unity-CM TSP Version Number	229	(1)
Upgrading from Cisco Unity 3.0 to Cisco Unity 4.0	229	(1)
Upgrading from Cisco Unity 3.0 Voice Mail (Exchange) to Cisco Unity 4.0 UM (Domino)	230	(1)
Upgrading from Cisco PA 1.3 to Cisco PA 1.4	231	(1)
Chapter Summary	232	(1)
Chapter Review Questions	233	(2)
Cisco Unified Communications Integrations	235	(20)
Defining a Communications Systems Integration	235	(3)
Understanding the Attributes of Cisco Unified Communications Integrations	238	(2)
Integrating Cisco Unity and CCM	238	(1)
Integrating PA and CCM	239	(1)
Understanding the Types of Cisco Unified Communications Integrations	240	(11)
Integrating with IP	241	(1)
Integrating with DTMF	242	(1)
Integrating with SMDI	242	(1)
Integrating with PBXLink	243	(1)
Integrating with SIP	244	(1)
Integrating with Dual Phone Systems	245	(2)
Integrating with Telephone Systems	247	(1)
Using Messaging Ports in a Cisco Messaging System	247	(1)
Defining Messaging Ports Configuration Options	248	(2)
Configuring Messaging Ports	250	(1)
Chapter Summary	251	(1)
Chapter Review Questions	251	(4)
Unified Communications Networking	255	(66)
Cisco Unity Networking Fundamentals	255	(20)
Defining Cisco Unity Networking	255	(2)
Understanding Cisco Unity Networking Communication Methods	257	(1)
Cisco Unity Digital Networking with IBM Lotus Domino	257	(1)
Understanding Cisco Unity for Exchange Networking	258	(1)
Using IVC for Exchange	259	(1)
Understanding Message Transfer and Directory Replication	259	(2)
Intrasite Messaging in Exchange 5.5	261	(2)
Intersite Message Passing and Directory Replication	263	(1)
Intrarouting Group Message Passing and Directory Replication	264	(2)
Routing Group Message Passing	266	(1)
Replicating AD	267	(5)
Network Subscribers	272	(1)
Internet Subscribers	272	(1)
AMIS Subscribers	272	(1)
VPIM Subscribers	273	(1)
Bridge Subscribers	273	(1)
Selecting Subscriber Addressing	274	(1)
Implementing Digital Networking in Cisco Unity	275	(5)
Understanding Location Objects and Digital Networking	275	(2)
Implementing Digital Networking	277	(1)
Setting Up Digital Networking	277	(1)
Using Search Options	278	(1)
Understanding Dialing Domains	279	(1)
Understanding SMTP Networking	280	(7)
Using SMTP Networking	280	(2)
Setting Up SMTP Networking	282	(2)
Adding Internet Subscribers	284	(3)
Understanding VPIM Networking	287	(9)
VPIM Networking and VPIM Messages	287	(2)
Setting Up VPIM Networking	289	(3)
Understanding Location Objects and VPIM Networking	292	(2)
VPIM Networking and IVC	294	(1)
Adding VPIM Subscribers	295	(1)
Understanding AMIS Networking	296	(11)
Using AMIS Networking	297	(1)
Setting Up AMIS Networking	298	(3)
Assigning Port Usage and Schedules	301	(3)
Understanding the UAmis Mailbox	304	(1)
Delivering AMIS Messages	304	(1)
Understanding Location Objects and AMIS Networking	305	(1)
Using IVC and AMIS Networking	306	(1)
Adding AMIS Subscribers	306	(1)
Understanding Bridge Networking	307	(10)
Defining Bridge Networking	308	(2)
Setting Up Bridge Networking	310	(3)
Understanding the UOmni Mailbox	313	(1)
Translating Bridge Messages	314	(1)
Understanding Location Objects and Bridge Networking	314	(1)
Using IVC and Bridge Networking	315	(1)
Adding Bridge Subscribers	315	(2)
Chapter Summary	317	(1)
Chapter Review Questions	317	(4)
Unified Communications Backup and Utilities	321	(36)
Backing Up Cisco Unity Systems	321	(1)
Understanding Administration Tools and Utilities	322	(10)
Using Audio Text Manager	323	(1)
Using Bulk Edit	324	(1)
Using Disaster Recovery Backup and Restore Tools	325	(2)
Using Failover Monitor	327	(1)
Using Migrate Subscriber Data Tool	328	(2)
Using the Cisco Unity Licensing Utility	330	(1)
Using Global Subscriber Manager	330	(2)
Understanding Audio Management Tools and Utilities	332	(3)
Using Set Record Format	332	(1)
Using Set WAV Format	333	(1)
Using WaveGain	334	(1)
Understanding Diagnostic Tools and Utilities	335	(6)
Using Cisco Unity Data Link Explorer	335	(1)
Using Database Walker (dbWalker)	335	(3)
Using Event Monitoring Service	338	(1)
Using Cisco Unity Diagnostic Tool	339	(1)
Troubleshooting Using SysCheck	340	(1)
Understanding Reporting Tools and Utilities	341	(5)
Using Bridge Traffic Analyzer	342	(1)
Using Port Usage Analyzer	343	(2)
Using Gather Unity System Information	345	(1)
Understanding Unity Switch Integration Tools and Utilities	346	(3)
Using Call Viewer	346	(1)
Using the Switch Configuration Utility	347	(1)
Using Integration Monitor	348	(1)
Troubleshooting and Monitoring Cisco PA	349	(4)
Resolving Issues Encountered when Using PA	349	(1)
Monitoring Performance of PA	350	(1)
Collecting Call History, Trace, and Debug Information	351	(2)
Chapter Summary	353	(1)
Chapter Review Questions	354	(3)
Appendix A Chapter Review Questions	357	(18)
Index	375