Cisco Unity Connection

Rathish Kunath Technical Specialist

What Is Cisco Unity Connection?

Telephony
(Cisco Unified CM, SIP, PIMG)
Exchange Server AXL/SOAP

Cisco Unified CM AXL/SOAP

Importing Users Set Forwarding Attributes

Appliance Platform
Cisco Unity Connection

MAPI

User GUI

User TUI or VUI Personal Routing

Cisco Unity Connection: Messaging Solution

Easy-to-use voice mail, plus: Speech-activated dialing for corporate and personal contacts

Speech-enabled voice-mail browsing

Call transfer rulesby caller, time of day, calendar Integrated messaging for PC access Simple setup:

Complete install in less than an 2 hours, mostly unattended

Preinstalled on network appliance Standalone solution: No reliance on Microsoft Exchange or Active Directory No Microsoft Exchange experience required for voice-mail administration and maintenance

Cisco Messaging Portfolio

Cisco Unity v7.x
Cisco Unity Connection 7.x per server

Cisco Unity 7.x per server Cisco Unity Connection 2.0 per server Cisco Unity Express 250 Users 3000 Users 7500 Users 10,000 Users

Comparing Cisco Messaging Products

Cisco Unity: Unified messaging and intelligent voice mail for enterprise and midmarket customers with Exchange and Lotus Domino environments Cisco Unity Connection: Integrated messaging, speech recognition, and call routing rules in an easy-to-manage system for midmarket customers Cisco Unity Express: Cost-effective, integrated voice messaging and auto-attendant for small and medium branch office environments

Product Cisco Unity Express Cisco Unity Connection

Users Up to 250 Up to 10,000

Messaging Type Voice Mail Voice Mail Integrated Messaging Voice Mail Integrated Messaging Unified Messaging

Platform Router Based Server Based

Networking Yes Yes

Redundancy No Yes

Cisco Unity

7500 per server

Server Based

Yes

Yes

Cisco 7800 Series MCS

Cisco Unity Connection is installed on the 7800 MCS server platforms

Note: Tower no longer shipped.

Minimum hardware requirements for Cisco Unity Connection 7.x: - 2-GHz Processor - 2 GB RAM - 72-GB Hard Disk (depending on clustering/features) For detailed model information check, Cisco.com

Cisco 7800 Series MCS

Note: Tower no longer shipped.

7800 MCS server platforms (available from Cisco / HP=H / IBM=I): 7815(EOS)/7816 Series single processor/single power supply
* Platform Overlay 1 (previously shipped but supported)

7825-H4/I4 Series single processor/multiple power supplies

* Platform Overlay 1

7835-H2/I2 Series multiple processor/multiple power supplies

* Platform Overlay 2

7845-H2/I2 Series multiple processor/multiple power supplies

* Platform Overlay 3

7828-H3/I4 Series Co-resident Business Edition Pre-installed

Platform Overlays for Linux

Description Platform Overlay Number 1 7825 Platform Overlay Number 2 7835 Platform Overlay Number 3 7845 Co-resident Configuration 7828

Platform Models Voice Mail Only

Total Ports (Voice + TTS + ASR)

Total number of ports (Active/Active node) Total Users with Mailbox Voice-Mail Users Cisco PCA Users Integrated Messaging (IMAP)

48
96 2000 1000 2000

96
192 4000 4000 4000

144
288 10,000 10,000 10,000

16
500 500 500

Total Ports (Voice + TTS + ASR)

Total number of ports (Active/Active node) Total Users with Mailbox Voice-Mail Users

24
48 1000 1000

48
96 3000 3000

72
144 7,500 7,500

16
500 500

Cisco PCA Users

Total Corporate Directory Users

1000
10,000

3000
10,000

7,500
10,000

500
1,000

Cisco Unity Connection Telephony Integration

Cisco Unity Connection Telephony Integration

Cisco Unity Connection Telephony Integration

Message Store

Cisco Unity Directory

Telephone System
(Cisco Unified CM, SIP, PIMG, TIMG)

Cisco Unity Connection

Attributes of an Integration
Call forwarding to personal greeting Easy message access Message waiting indication
PBX or Cisco Unified Communications Manager

Call forward to personal greeting Easy message access

Message waiting indication

Cisco Unity Connection

Cisco Unity Connection PIMG or TIMG Branch Consolidation

Cisco PIMG or TIMG Branch Office Support

Cisco PIMG Data Network

Cisco PIMG

Unlimited PBX locations Mixed PBX vendors

Multiple integration support:

SCCP, SIP, TDM
Cisco PIMG

Cisco Unity Connection Telephony Integration

Supported Telephone Systems
Cisco CallManager 3.3(x) Cisco Unified Communications Manager 4.13, 5.x, 6.x, and 7.x Cisco CallManager Express 3.x Cisco CallManager Express 3.4 Cisco Unified Communications Manager Express 7.x Cisco SIP Proxy Server Avaya Definity G3 Avaya Definity ProLogix Avaya S8300/S8500/S8700 Nortel Meridian 1 QSIG phone system Siemens Hicom 300 Series E NEC NEAX 2400 ROLM 9751 More added regularly SCCP SCCP SCCP SCCP SCCP SIP PIMG PIMG PIMG PIMG IP using Cisco Unified CM PIMG PIMG PIMG

Cisco Unity Connection Telephony Integration

Cisco Unity Connection Integration with Exchange

Integration vs. Unified Messaging

Cisco Unity Connection supports Integrated Messaging:
Internet Message Access Protocol
Access to Voice Mails via an IMAP client - Unity Inbox - ViewMail for Outlook
Unity Connection

- Text to Speech (TTS)

Exchange / Domino

Cisco Unity supports Unified Messaging:

Voice Mails delivered to the users Inbox on Exchange/Domino
Access to Voice Mails via users Inbox
Unity Exchange / Domino

Cisco Unity Connection Integration with Exchange

Cisco Unity Connection uses:

IMAP to access your e-mails and read them over the phone via TTS WebDAV to access your calendar for free or busy status and your personal contacts for name dialing

E-mail

Appointment Information MAPI

Client machine uses:

MAPI to get emails IMAP to listen to voice mails
My Personal Contacts

Access to Voice Mail

Voice Mail access via phone (TUI) or voice (VUI) IMAP Client Access Cisco Unity Connection runs an IMAP service. Users configure IMAP access within their e-mail clients example: ViewMail for Outlook Unity Inbox Access through Personal Communication Assistant Licensed feature

Standalone Deployment Model

Unity Connection Applications

IP WAN
Data Only

PSTN

Standalone Deployment Model

New deployment variation for the single site deployment model: Cisco Unified Communications Manager Business Edition Cisco Unified Communications Manager and Cisco Unity Connection co-resident on a single server Single node appliance only no cluster Up to 500 mailboxes/575 IP phones

Use SRST for backup

Deploys as single site model

Active/Active High Availability Deployment

New deployment model to support high availability and redundancy Maximum of two servers supported in a cluster pair One server is designated as a publisher The second server is designated as a subscriber or secondary server
Cisco Unity Connection Servers

Msgs

DIR

Msgs

DIR

Full Replication Two Unity Connection servers configured as a Cluster pair

Digital Networking Deployment Model

Up to 5 Unity Connection servers and/or Cluster pairs can be networked together Supported over multiple geographic locations
Standalone UC

Active/Active Pair

Active/Active Pair

Standalone UC

Standalone UC

Digital Networking Deployment Model

Cisco Unity Connection

Si

Digital Networking allows networking of up to five Unity Connection servers Digital Networking is NEW in Unity Connection 7.0 Uses SMTP for replication of messages between servers
WAN

Headquarters
Cisco Unity Connection

Digital Networking not supported with CUCM Business Edition Regional Office

Voice Profile for Internet Mail (VPIM)

VPIM is an industry standard that allows different voice messaging systems to exchange voice and text messages over the Internet or any TCP/IP network Interoperability between disparate systems Support networking between different global directories supported in CUCM Business Edition VPIM is based on the SMTP and MIME protocols Support for up to 10 locations or systems Active/Active
Pair

VPIM

VPIM Standalone UC Running VPIM

Standalone UC Or Cisco Unity Express Standalone Unity Server

Cisco Unity Connection Telephony Integration

Navigating Unity Connection Integration

Logging into Cisco Unity Connection

The Username is defined during installation Can define additional usernames
The Password is defined during installation

Access to Cisco Unity Connection Administration by https://node-IP/cuadmin

Access to Cisco Unity Connection Serviceability by https://node-IP/cuservice

Logging into Cisco Unity Connection

Access to Cisco Unified Serviceability https://node-IP/ccmservice

The Username is defined during installation The Password is defined during installation

Access to Disaster Recovery System https://node-IP/drf

Logging into Cisco Unity Connection

Use the Administrator username and password (defined at the time of installation)

https://node-IP/cmplatform

Unity Connection uses Linux as the operating system no root access Use the OS Administration and CLI to access server configuration features
To access the command line interface use the Administrator username and password configured during installation Access to the CLI is through SSH only

Cisco Unity Connection Telephony Integration

Cisco Unity Connection Administration

Cisco Unity Connection Administration

Once logged in, use the Navigation menu to move to: Cisco Unity Connection Administration Cisco Unified Serviceability Cisco Unified OS Administration Cisco Unity Connection Serviceability Disaster Recovery System Then click Go

Cisco Unity Connection provides the administrator with the necessary tools to configure:
Users Class of Service

Templates
Contacts Distribution Lists Call Handlers Telephony Integrations Audiotext Applications Features

Cisco Unity Connection Administration

Select the option from the left navigation pane to display the applicable configuration options in the page body

Review port configuration for the current integration: Select Telephony Integration > Port

Cisco Unity Connection Telephony Integration

Port Configuration for Telephony Integration

Port Configuration for Telephony Integration

Cisco Unified Communications Manager integration consists of a defined port group that includes one of more ports

CUCMx

Port Group: CUCMx-1

Port 1: CUCMx-1-001 Port 2: CUCMx-1-002

Cisco Unified Communication Manager 7.0 Configure two separate port groups for each server when using Active/Active cluster pairs

Cisco Unity Connection 7.0

Port Configuration for Telephony Integration

Select the Display Name to change/view the various port configuration options

Ports are configured as members of a port group for a single integration Ports are licensed features in Unity Connection

Cisco Unity Connection Telephony Integration

General Configuration

General Configuration
In Cisco Unity Connection Administration, select System Settings > General Configuration

Configure System Defaults that will be applied to server and templates

Click Save to save settings. Exiting the screen without saving changes discards all setting changes.

Cisco Unity Connection Telephony Integration

How the System Handles Calls

Cisco Unity Connection Incoming Call Flow

1 4 9 IMAP or Cisco PCA 6

PSTN 3 5 2 8 Telephone System

Cisco Unity Connection

6. Cisco Unity Connection takes the message 1. User calls in to the system via the gateway at 2. from the outside caller and stores it on its 2. Gateway forwards the call to the Cisco Unified server. Communications Manager (telephone system) at 3. 3. Cisco Unified CM locates the endpoint and extends 7. Cisco Unity Connection sends the code to turn 10 9 8 7 MWI lightansweredthe isto to forward CallManager 6 Message into code subscriberthe MWI light on 5 Unity sends stored in theturn phonetheon the MWIsends it MWI light 4 Call callsis thethe theto codes tomessage caller 3 on to 4 3 CallManagerthemessage endpoint and extendsat the phone 2 Gateway forwards systemfrom the outside store at lightthe to 1 Useristakescomes onand thereturned togateway the2call at 10 Unity on the phone. not sends call the turn calls and looks at where on CallManager locates on through the call to 4. 8. Cisco Unified CM sends the codes to turn on 4. Call is not answered and is returned to Cisco the MWI light at 9. Unified Communication Manager. 9. On the phone, the MWI light comes on. 5. Cisco Unified Communications Manager looks at where to forward the call and sends it to Cisco Unity Connection.

How the System Handles Calls

Outside (undefined) Callers: With the auto-attendant feature, callers can:
Directly enter a users extension Press 0 to connect to an operator Use a directory handler to find a users extension Use one-key dialing options, if implemented on the system Users: Star (*) key goes to Sign In Conversation
With identified user (recognized by defined DN):
Begin user conversation (sign-on) Send user to Self-Enrollment conversation (first time users)

Star (*) key goes to the Opening Greeting

How the System Handles Calls

Unity Connection uses Call Handlers to determine the call flow and the users experience A call handler is a discrete set of call-processing instructions All underlying objects are call handlers System behavior is dependent on who is calling: Outside caller (or undefined phone): uses standard opening greeting Users: begins user conversation Routing Rules determine the callers experience and call direction

Default Call Handlers

System Call Handlers Opening Greeting Goodbye Operator Directory Handlers System Directory Handler (All Users) Interview Handlers No Interview Handlers created by default

Describing Call Handlers

Call handlers perform the following tasks: Answer calls Take messages Provide menus of key press options Route calls to users Route calls to other call handlers Play audiotext (prerecorded information) Directory Handlers Prompt caller to enter name by keypad or voice Match input to a selection and direct caller Interview Handlers Ask pre-recorded questions Forward responses to one or more users

Default Call Handler Flow

Undefined / External Caller Opening Greeting

Select 4 Directory

Select 0 Operator

Leave Message Goodbye

Cisco Unity Connection Telephony Integration

Understanding Users

Understanding Users
Types of Users:
Users With Voice Mailboxes Able to Send and Receive voice messages

Ability to use features (Call Transfer Rules, Unity Inbox or Administration, etc)
Configured with phone extension Counted as voice mail license user Users Without Voice Mailboxes No ability to Send and Receive voice messages Ability to use Administration Not Configured with phone extension Not Counted as voice mail license

Cisco Unity Connection Telephony Integration

Preparing to Configure Users

Preparing to Configure Users

Steps to Configuring Users in Cisco Unity Connection:
1. Configure Authentication Rules Determines number of failed logon attempts before an account is locked Determines lockout policy lockout duration or manually unlocked

The minimum length allowed for passwords, expiration and trivial passwords
Two Authentication Rules are defined by default (voice and web) Controls access to features, such as Text to Speech email or live reply Controls how users interact with Connection (maximum length of messages and greetings, whether users can choose to be listed in directory assistance, and whether users can send messages to a system distribution list). Specifies the restriction table used to control the phone numbers that users can use for message notification, call transfer, and other tasks Two Class of Services are defined by default (voice and system)

2. Define Class of Service

Preparing to Configuring Users

Steps to Configuring Users in Cisco Unity Connection (contd):
3. Configure Holidays and Schedules Determines which transfer rule and greeting is played Holiday Schedules are included in the Schedule configuration.

When a Holiday setting is in effect, Holiday greeting is played (if enabled) and closed hours transfer rules are observed
Each user and admin account created is based on a template

4. Configure Templates

Used to apply specific configuration setting to account at creation

Includes the Class of Service and the Authentication Rules Changes to templates do not affect existing user accounts Partitions and Search Spaces Roles Mailbox Stores (when using multiple mailbox stores) Unity Messaging Database -1 = UnityMbxDb1 (default)

5. Other Settings

Cisco Unity Connection Telephony Integration

Configuring Users

Configuring Users Configuring Authentication Rules

Select System Settings > Authentication Rules

Select the Voice Mail Authentication Rule to edit configuration (next slide)

Configuring Users Configuring Authentication Rules

Authentication Rules apply to user account Password settings of the template/user account

Click Save

Select Authentication Rules: Failed Logon Attempts Lockout Duration Credential Length Trivial Passwords

Configuring Users Class of Service

Authentication Rules apply to all members

Select the Voice Mail Authentication Rule to edit configuration (next slide)

Configuring Users Class of Service

Class of Service controls which features and options are available to the user

Class of Service allows access to: Directory Listing Licensed Features Alternate Extensions Message Options Private Lists Call Transfer

Configuring Users Schedule and Holidays

Holiday Schedules are applied to Schedules: Play holiday greeting (if enabled) Observes closed transfer rules A Schedule includes one of more holidays

Select the Schedule to edit the configuration (next slide)

Create a new Holiday Schedule by selecting Add New

Configuring Users Schedule and Holidays

Configuring Users Schedule and Holidays

Configuring Users Configuring User Templates

Note: Changing a User Template does not affect existing user accounts

User Templates apply: Authentication Rules Class of Service Schedule / Time Zone Configuration settings

Configuring Users

After creation, all options that apply to a user can be changed through the User Basics and Edit dropdown

Cisco Unity Connection Telephony Integration

Understanding Contacts

Understanding Contacts
Contacts:
Users without Voice Mailboxes or mailbox located on another system No access to features and voice messaging

Contact Capabilities
VPIM Messaging Mailbox exist on another system Directory Access Allows contacts to be access by the directory Name Dialing Access users can place phone calls to contacts using speech recognition Personal Call Transfer Rules contacts available to personal call transfer rules How System Contacts Are Used: Internal user that has a voicemail account on another system Staff, vendors or partners that need to communicate with users but do not need a voice mailbox

Rathish Kunath Technical Specialist [email protected]