Icomm Vol 1&2 Bw

Table of Contents ~iw Volume 1

Course Introduction

~- Overview 'tmr Learner Skills and Knowledge 1

Course Goal andObjectives 2Course Flow 3Additional References 4

tmm Cisco Glossary ofTerms 4Your Training Curriculum 5

Overview of Cisco Unified Communications Solutions Izl

•*"" Overview '~'Module Objectives ^

Understanding the Components of Cisco Unified Communications Solutions 1^3]mm Objectives ^

Cisco Unified Communications ManagerExpress Overview 1-4Cisco Unified Communications ManagerExpress Supported Platforms 1-6

t Cisco Unified Communications Manager Express Data Streams 1-8'mm Cisco Unified Communications Manager Express Key Features 1-9

Cisco Unity Express Overview 1-11Cisco Unity Express Modules 1-13Cisco Unity Express Data Streams 1-14

'mm Cisco Unified Communications Manager Overview 1-15Cisco Unified CommunicationsHardware Requirements 1-17Overview of the Cisco UCS Solution 1-18Cisco Unified Communications ManagerHigh Availability 1-20Database Replication and User-Facing Features 1-21Intracluster Communication 1-22Cisco Unified Communications ManagerData Streams 1-23Cisco Unified Communications ManagerKey Features 1-24

Cisco Unity Connection Overview 1-26Cisco Voice Messaging Systems Overview 1-28Cisco Unity Connection Architecture 1-29Cisco Unity Connection High Availability 1-30

Cisco Unified Presence Overview 1-32Cisco Unified Personal Communicator Overview 1-34Cisco Unified Presence Deployment 1-35

Summary 1-36References 1-36

Understanding the Characteristics of Cisco Unified Communications Solutions 1-37Objectives 1-37

t Overview of Traditional Voice Networks 1-38W Analog Circuits 1-39

Digital Circuits 1"40Overview of Converged Voice Networks 1-41

/• VoIP ProviderConnect 1-42to* VoIP Protocols 1-44

Digital Signal Processors 1-46Voice Codecs 1-48RTPandRTCP 1-50

:^m Overview ofPacket-Oriented Networks 1-52Advantagesand Drawbacks of Packet-Oriented Networks 1-53Quality ofService Recommendations 1-54Link Fragmentation and Interleaving 1-55

^^ Compression Methods 1-56Quality of Service Models 1-58

mm

Qualityof Service Mechanisms 1_60Applying Quality of Service to Input and Output Interfaces 1-61Queuing Algorithms 1_62

Summary 1_64Module Summary 1.55

References 1„65Module Self-Check 1_67

Module Self-Check Answer Key 1-69

Overview of Administrator andEnd-User Interfaces 2^_Overview 2-1

Module Objectives 2-1

Understanding Administrator Interfaces 2-3Objectives 2-3

Cisco Unified Communications Manager Administrator Interfaces 2-4Cisco Unified CommunicationsManager Serviceability 2-6Cisco Unified Communications Manager Services 2-7Cisco Unified Communications Manager Operating System 2-8Disaster Recovery System 2-9Cisco Unified Reporting 2-10Accessing the CLI 2-11User Management: Roles 2-13Custom Roles 2-14User Management: Groups 2-15Design Example with Default Roles 2-16Design Example with Custom Roles 2-17

Cisco Unity Connection Administrator Interfaces 2-18Cisco Unity Connection Serviceability 2-21

Cisco Unified Presence Administrator Interfaces 2-23Cisco Unified Presence Serviceability 2-25

Cisco Unified Communications Manager Express Administrator Interfaces 2-26Access the CLI 2-27Cisco Configuration Professional 2-28

Cisco Unity Express Administrator Interfaces 2-30Access the CLI 2-32Configuring Cisco Unity Express with Cisco Configuration Professional 2-33Comparing the Interfaces 2-34


Understanding End-User Interfaces 2-37Objectives 2-37

Cisco Unified Communications Manager End-User Interfaces 2-38Customize User Website Permissions 2-39Customize CCMUser Enterprise Parameters 2-40End-User LDAP Authentication 2-41Device Settings 2-42User Settings 2-43Directory and Fast Dial 2-44

Cisco Unified Communications Manager Express End-User Interfaces 2-45End-User Web Interface 2-46Enable Web Access for End Users 2-47

Cisco Unity Express End-User Interfaces 2-48Telephone User Interface 2-49Cisco VoiceView Express 2-50

Cisco Unity Connection End-User Interfaces 2-51Administrator Enabled User Login 2-53Cisco Unity Connection Assistant 2-54Cisco Unity Connection Inbox 2-56Personal Call Transfer Rules 2-57

i Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 © 2010 Cisco Systems, Inc

Telephone User Interface 2-59Cisco Visual Voicemail 2-60

Cisco Unified Presence End-User Interfaces 2-61End-User Authentication 2-62Preferences 2-63Contacts and Privacy Policies 2-64IPPM Broadcast and Response Messages 2-65

Summary 2-66Module Summary 2-67

References 2-67Module Self-Check 2-69

ModuleSelf-CheckAnswer Key 2-71

Call Flows in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express M

Overview 3-1ModuleObjectives 3-1

Understanding Call Flows and Call Legs 3^3Objectives 3-3

Cisco Unified Communications Manager Call Flows and Call Legs 3-4SCCP Call Flow Without DNS 3-6Centralized Remote Branch Call Flow 3-7Centralized Architecture PSTN Backup Call Flow 3-8Centralized Architecture PSTN Backup Considerations 3-10Distributed Architecture Call Flow 3-11Distributed Architecture Considerations 3-12Distributed Architecture PSTN Backup Call Flow 3-13PSTN Backup Path Selection 3-14AAR Call Flow 3-15AAR Characteristics 3-17

Cisco Unified Communications Manager Express Call Flows and Call Legs 3-19Cisco Unified Communications Manager Express Call Legs 3-21POTS Dial Peers 3-22VoIP Dial Peers 3-23Matching Inbound Dial Peers 3-24Default Incoming VoIP Dial Peer 3-26Matching Outbound Dial Peers 3-28Influencing Outgoing Call Behavior 3-31


Understanding the Configuration Components Impacting Call Flows in Cisco UnifiedCommunications Manager 3-33

Objectives 3-33Cisco Unified Communications Manager CoS 3-34

Call Privileges Requirement Example 3-35CoS Planning 3-36CoS Configuration Elements 3-37Partitions 3-39

Calling Search Spaces 3-40Partition <None> and CSS <None> 3-41

CSS Partition Order Relevance 3-42

Example of Basic Partitions and CCSs 3-43Example with IP Phone Line and Device CSSs 3-44CoS Sample Scenario 3-46

Cisco Unified Communications Manager Call Routing 3-48Call Routing Table Entries 3-49Sources of Call Routing Requests 3-50Cisco Unified Communications Manager Call Routing Logic 3-51

© 2010 Cisco Systems, Inc. Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ni

Addressing Method 3-52

User Input on SCCP Phones 3-53Digit-by-Digit Analysis 3-54

Cisco Unified Communications Manager Path Selection Configuration Elements 3-56Local Route Group Configuration 3-58

Hunt Group Overview 3-60

Hunt Pilots 3-62

Hunt Lists 3-64

Line Groups 3-65

Line Group Distribution Algorithms 3-66

Call Admission Control 3-67

Location Characteristics 3-68

Regions 3-69

Defining Regions 3-70

CAC Types 3-71

Summary 3-72

References 3-72

Understanding the Configuration Components Impacting Call Flows in Cisco Unified

Communications Manager Express 3-73

Objectives 3-73

Cisco Unified Communications Manager Express COR 3-74

COR Behavior 3-75

Default COR Behavior 3-77

COR Solution Example 3-79

Feature Comparison 3-82

Cisco Unified Communications Manager Express Call Routing 3-83

Call Routing Backup 3-84

Trunk Groups 3-85

Ephone Hunt Group Overview 3-87

Ephone Hunt Group Default Behavior 3-88

Basic Automatic Call Distribution 3-89

Typical Call Using B-ACD 3-91

Summary 3-92

References 3-92

Module Summary 3-93

References 3-93

Module Self-Check 3-95

Module Self-Check Answer Key 3-97

Endpoint and End User Administration 4-1

Overview 4-1

Module Objectives 4-1

Understanding Endpoint Characteristics and Configuration Reguirements 4-3

Objectives 4-3

IP Phone Registration Process 4-4

Network Time Protocol 4-5

Special Functions Used by Cisco IP Phones 4-8

IP Phone Registration 4-10

Cisco SCCP IP Phone Startup Process 4-11

VLAN Discovery Process 4-13

IP Phone DHCP Configuration 4-14

DHCP Server Feature Support Overview 4-15

TFTP Device Configuration XML File 4-17

IP Phone Registration 4-18

Cisco SIP Phone Startup Process 4-19

Cisco Unified Communications Manager Network Configuration 4-21

Service Activation 4-22

DHCP Server 4-23

DHCP on Cisco Unified Communications Manager Express 4-24

IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM] v8.0 ©2010 Cisco Systems, Inc

IP Phone Configuration Requirements in Cisco Unified Communications Manager 4-25Cisco Unified Communications Manager Group 4-26Device Defaults and Profiles 4-27Device Pools 4-29Templates 4-30IP Phone Configuration 4-31

IP Phone Configuration Requirements in Cisco Unified Communications Manager Express 4-32Software Configuration Elements 4-33


Understanding Endpoint Implementation Options i£§Objectives 4-35

Implementing IP Phones in Cisco Unified Communications Manager 4-36Phone NTP Reference 4-37Date/Time Group Configuration 4-39Cisco Unified Communications ManagerGroup 4-41Regions Configuration 4-42Locations Configuration 4-43Device Pools Configuration 4^4Device Settings Configuration 4-45Device Defaults Configuration 4-46Phone Button Template Configuration 4-47Softkey Template Configuration 4-48

mw Common Phone Profile Configuration 4-50Configuration Methods and Tools 4-51Autoregistration 4-52

Configuring Autoregistration 4-53*•» Assigning the Default Autoregistration Protocol 4-54

Cisco Unified CommunicationsManager Group Configuration 4-55Cisco Unified Communications ManagerConfiguration 4-56

* Manual Cisco IP Phone Configuration 4-57mm Add the IP Phone 4-58

Configure SCCP IP Phone Settings 4-59Directory Number Configuration 4-60Apply the Configuration 4-61

mm Cisco Unified CommunicationsManager BAT 4-62Cisco Unified CommunicationsManager BAT Components 4-63BAT.xItFile 4-64Bulk Provisioning Service 4-65

mm Cisco Unified CommunicationsManager BAT Templates 4-66Adding Phones 4-67

Export Utility 4-68Implementing IP Phones in Cisco Unified CommunicationsManager Express 4-69

iMpr Cisco Configuration Professional Community 4-70Adding Devices to Communities 4-71Device Discovery 4-72Initial Configuration 4-73

mm Configure Menu 4-74Telephony Settings 4-75Phone Firmware 4-76Adding Extensions 4-77

Hm Adding IP Phones 4-78Adding Users 4-79Associate Users with Phones and Extensions 4-80View Menu 4-81

^0 Configuration Too! Comparison 4-82Summary 4-83

References 4-83

© 2010 Cisco Systems. Inc. Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0

Understanding End-User Characteristics and Configuration Reguirements 4-85Objectives 4_85

End Users in Cisco Unified Communications Manager 4-86Credential Policy 4_87

Passwords 4_88PIN 4_8gFeatures Interacting with User Accounts 4-90Types of User Accounts 4-91Data Associated with User Accounts 4-92User Locale 4-93Device Association 4.94

End Users in Cisco Unified Communications Manager Express 4-95User Locale 4-96


Understanding End-User Implementation Options 4-99Objectives 4-99

Implementing End Users in Cisco Unified CommunicationsManager 4-100End Users 4-101Manual End User Configuration Page 4-102Lightweight Directory Access Protocol 4-103Cisco Unified Communications Manager LDAP Support 4-104LDAP Integration: Synchronization 4-105LDAP Synchronization 4-106LDAP Integration: Authentication 4-108LDAP Authentication 4-109End-User Data Storage Locations 4-110LDAP Integration Considerations 4-111LDAP Attributes Mapping 4-112LDAP Synchronization; Data Attributes Imported 4-113Synchronization Agreements 4-114User Search Bases 4-115Synchronization Mechanism 4-117LDAP Custom Filter 4-118LDAP Synchronization Configuration Procedure 4-120Activate Cisco DirSync Service 4-121LDAP System Configuration 4-122Configuring LDAP Directory 4-123LDAP Synchronization Verification 4-125LDAP Synchronization User Attributes 4-126LDAP Authentication Configuration 4-127LDAP Authentication Verification 4-129

LDAP Custom Filter 4-130

LDAP Custom Filter Verification 4-131Implementing End Users in Cisco Unified Communications Manager Express 4-132

User Directory 4-133Summary 4-134

References 4-134Module Summary 4-135

References 4-135

Module Self-Check 4-137Module Self-Check Answer Key 4-139

Introducing Cisco Voice and Unified Communications Administration (ICOMM] w8 0 ©2010 Cisco Systems, Inc

Enablement of End User Telephony and Mobility Features

Overview

Module Objectives

Understanding Telephony Features

ObjectivesCisco Extension Mobilityin Cisco Unified Communications Manager

Cisco Extension Mobility Login ProcessCisco Extension MobilityDefault Device Profile

Call Coverage in Cisco Unified Communications ManagerShared Lines

Shared Lines with Barge and PrivacyCall PickupDirected and Group Call PickupOther Group Call PickupCall Hunting ComponentsCall Hunting with Personal PreferencesCall Park

Intercom in Cisco Unified Communications ManagerIntercom with Connected Line State

Intercom Architecture

Native Cisco Unified Communications Manager PresencePresence Status on IP Phones

BLF Call PickupLimiting Presence VisibilitySubscribe CSS

Presence GroupsCisco Unified Communications Manager Express Features

Call Forward

Night ServicePagingShared Ephone-dnsCall Pickup GroupsIntercom

SummaryReferences

© 2010 Cisco Systems, Inc. Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0

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ICOMM

Course Introduction

OverviewIntroducing Cisco I'oice and Unified Communications Administration (ICOMM) v8.0teachesleamershow to maintain and operatea Cisco Unified Communications solution basedon CiscoUnified Communications Manager, Cisco Unified Communications Manager Express. CiscoUnity Connection, andCisco Unified Presence. Thiscourse provides the learners with theknowledge andskills to achieve associate-level competency inCiscoUnified Communications.

Learner Skills and KnowledgeThissubtopic liststheskills andknowledge that leamers mustpossess to benefit fully from thecourse. The subtopic also includes recommended Cisco learningofferings that learners shouldfirst complete to benefit fully from this course.

Learner Skills and Knowledge

• Working knowledge of converged voice and data networks

• Basic knowledge of Cisco IOS gateways

• Basic knowledge of Cisco Unified Communications Managerand Cisco Unity Connection

Course Goal and ObjectivesThis topic describes the course goal and objectives.

"To provide (earners with the necessary knowledge tomaintain and operate a Cisco Unified Communicationssolution that is based on Cisco Unified Communications

Manager, Cisco Unified Communications Manager Express,Cisco Unity Connection, and Cisco Unified Presence"

Upon completing this course. >ou will be able to meet these objectives:

• Describe the components of a Cisco Unified Communications solution and identify callsignaling and media stream flows

• Provide an overview of admin istralor and end-user interface options in Cisco UnifiedCommunications Manager. Cisco Unified Communications Manager Express, Cisco UnityExpress. Cisco Unity Connection, and Cisco Unified Presence

• Understand call flows in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express

• Perform endpoint and end-user administration tasks in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express

• Describe the telephone, features that are supported in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express

• Administer users in Cisco Unil\ Connection and Cisco Unified Presence, and enable the

most commonh used features for both applications

• Describe how to maintain a Cisco Unified Communications solution

Introducing Cisco Voice and Unified Communications Administrator (ICOMM) v8.0 ©2010 Cisco Systems, Inc.

Course FlowIhistopic presents thesuggested flow of the course materials.

Course Flow

Course Introduction

Overview ol Cisco

Unified

Communications

Solutions

CaU Flows in

Cisco UnifiedCommunications

Manager andCisco Unified

Communications

Manager Express(Com.)

Overview of jAdministrator and

End-User Interfaces

Call Rows in

Cisco Unified -,Communications j

Manager and jUnified CM Express}

Endpoint and End-User Administration

' Enablementof End-EndpointarKfEn*. ig^r Telephony andUserAdrramstratton • Mobility Features

(Cent)

Enablement of End-User Telephony and >

MobHtyFeatures ;

Lunch

(Corrt)Enablement of

Cisco UnityConnactiofi and

Cisco UnifiedPresence

Cisco Unified

Communications

SolutionsMaintenance

- ... _ t - i Enablement of Cisco UnifiedEnablement ofEnd-] cwcoUmty t CommunicationsUserT«tphonyand, c^^^ ^ , Solutions

MotriHy Features • Ogco U[1[fied » Maintenance^Cml) Presence (Conl) , (Co*)

The schedule reflects the recommended structure for this course. This structure allows enoughtime for the instructor to present the course information and foryou to work through the labactivities. The exact timing of the subject materials and labs depends on the pace of yourspecific class.

©2010 Cisco Systems, Inc. Course Introduction

Additional ReferencesThis topic presents the Cisco icons and symbols thai are used in this course, as well asinformation on where to find additional technical references.

Cisco icons and Symbols

Cisco Unified

Presence

Cisco UnityConnection

Cisco Unified

MessagingGateway

Cisco AdaptiveSecurity Appliance

Cisco Glossary of Terms

Cisco Unified

Communications

Manager

Cisco Unified

Border Elemei

V"/ Cisco Unified*, / Personal

Cominunicalor

Unified

SRST Router

SAF-Enabled

Rouler

Network

Cloud

Gatekeeper

Gateway

Voice Router

Switch Routei

Cisco Unified

Comrnunicafions

Manager Express

Cisco Unified

Communications

Manager Express witCisco Unify Express

For additional information on Cisco terminoIoe\. refer to the Cisco Internetworking Terms andAcronyms glossary of terms at!utp://docuiki.ciscu.coniA\iki'Categot"\:lnteniet\\orking fenns and Acronyms (ll'A).

Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.

Your Training CurriculumThistopic presents the training curriculum for thiscourse.

i^^^-f

Youareencouraged tojoin the Cisco Certification Community, which is a discussion forumopen toanyone holding a valid Cisco Career Certification (such asCisco CCIE'.CiscoCCNA". Cisco CCDA'. Cisco CCNP". Cisco CCDP8. Cisco CCIP", Cisco CCVP', or CiscoCCSP'). It provides a gathering place forCisco certified professionals to share questions,suggestions, and information about Cisco Career Certification programs and other certification-related topics. For more information, visit hltp://wwwxisco.com/go/ccrtifications.

) 2010 Cisco Systems, Inc. Course Introduction

Cisco Career Certifications; CiscoVoice

Expand your professional options and advance your career.

Professional-level recognition in voice networking.

Expert

Professional

Associate

Voice Networking

Recommended Training throughCtsoo Learning Partners

Introducing Cisco Vo*b and UnifialCommunications Administration

www.ciaco.com/go/certifcations

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] v8.0 © 2010 Cisco Systems, Inc.

«r

Module 1

Overview of Cisco Unified

Communications Solutions

^ OverviewA Cisco Unified Communications System provides flexibility, reduced total costof ownership(TCO). enhanced productivity, andcapabilities thathelpovercome thecommunicationchallenges of traditional voice networks. Cisco provides many Cisco Unified Communicationsapplications thatallowunprecedented levels of collaboration, customer satisfaction, mobility,and securityevery time,everywhere, on every device in the Cisco UnifiedCommunicationsSystem.

Module ObjectivesUponcompleting this module, you will be able to describethe components of a Cisco UnifiedCommunications solution and identify call signaling and media stream flows. This abilityincludes being able to meet these objectives:

• Describe the role of Cisco Unified Communications components in a Cisco UnifiedCommunications solution

• Describe the characteristics of a Cisco Unified Communications solution and what needs to

be considered when sending voice over packet-based networks

Lesson 1

Understanding theComponents of Cisco UnifiedCommunications Solutions

OverviewThe components ofa Cisco Unified Communications solution provide the foundation forconverged networks. Cisco Unified Communications solutions encompass voice, video, anddata trafficwithin a singlenetwork infrastructure. It is designed to optimizefeaturefunctionality, reduce configuration andmaintenance requirements, andto provideinteroperability with various other applications.

ObjectivesUpon completing this lesson, you will be able todescribe thecomponents of a Cisco UnifiedCommunications solution and identify call signalingandmediastream flows. This abilityincludes being able to meet these objectives:

• Describe the role of Cisco Unified Communications Manager Express and Cisco UnityExpress in a Cisco Unified Communications solution

• Describe the role of Cisco Unified Communications Manager in a Cisco UnifiedCommunications solution

• Describe the role of Cisco Unity Connection in a Cisco Unified Communicalions solution

• Describe the role of Cisco Unified Presence in a Cisco Unified Communications solution

Cisco Unified Communications Manager ExpressOverview

Ihis topic describes how Cisco Unified Communications Manager Express provides callprocessing for IP and analog phones.

Cisco Unified CommunicationsManager Express Overview

Cisco Unified Communications Manager Expresscapabilities include:

• IP telephony

• Video telephony

* Support for up to 350 IP phones

° Conferencing

• Tel* scripts

• Supportforthird-party applications

• Router-based architecture

" Tel - Tool Command Language

All the necessary files and configurations for II* phonesare stored internally on the Cisco 10SSoftware-bused router, which pro\ ides a single-platformsolution. In addition, the solutionoffers support for a wide range of public switched telephone network (PSTN) interfaces,integrated \oice mail, auto-attendant, and the Cisco Unified IP phones portfolio.

1 he Cisco Unified Communications Manager Express system fully integrates communicationsby enabling data, \oice. and video to be transmitted over a single network infrastructure usingstandards-based IF. In addition. Cisco IOS Software provides security features, wirelessservices, routing and switching capabilities, and VoIP in a single device.

• IP telephony: IP telephony refers to technology that transmits voice communications overa network using IP. Cisco Unified Communications Manger Express includes hardware andsoftware products, such as a call-processing agent and IP phones.

• Video telephony: The Cisco Unified Video Advantage products enable real-time videocommunicalions and collaboration using the same IP network and call-processing agent asCisco Unified Communications endpoinls. With Cisco Unified Video Advantage, making avideo call is just as easy as dialing a phone number.

• Conferencing: Cisco enhances the user experience with easy-to-use Ad Iloc or Meet-Mcconferencing, based on digital signal processors (DSPs).

• Support for up to 350 IP phones: In a Cisco Unified Communications Manager Expressenvironment, up to 350 IP phones are supported. These phones can include third-party enddevices, which can be controlled via the Session Initiation Protocol (SIP).

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.

Tool Command Language (Tel) scripts: Cisco IOS Software supports Tel scripts, whichoffer applications like abasic automatic call distribution (B-ACD) and Cisco IPAutoAttendant.

Support for third-party applications: With the Cisco Telephony ApplicationProgramming Interface (Cisco TAPI), Cisco provides integration with several third-partyproducts for efficient integration. This integration includes, for example, dialingcapabilities from Microsoft Outlook orintegration into customer relationship solutions.Router-based: Cisco Unified Communications Manager Express runs directly in theCiscoIOS Software. With this architecture. VoIPfeatures can be addedseamlessly to theenterprise data network. Asingle Cisco lOS-based router can provide all features (forexample, voice, video, data, and security) in asingle device, which also represents asinglepoint of failure.

>2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-5

Cisco Unified Communications Manager Express SupportedPlatforms

The table lists the numberof supported IP phones and Tl or El interfaces on the CiscoIntegrated Sen ice Router platforms.

1-6

Cisco Unified

Manager Expresslumcations

Cisco platforms that support Cisco UnifiedCommunications Manager Express Version 8.0 are:

Max. Phones J SM" State '• Max. TMS

35 WA 8

50 1 12

100 1 12

150 2 16

250 2 16

350 4 24

Cisco multiservice routers and Integrated Service Routers are supported.

• SM - Service Module

Cisco Unified Communications Manager Express can run on the new Cisco Integrated ServiceRouter Generation 2 and on other router platforms. Eor the Cisco Integrated Service RouterGeneration 2 series, a \alid Product Authorization Key (I'AK) for the Cisco UnifiedCommunications feature must be obtained. A service module slot can, for example, be filledwith a Iligh-Densitv Digital Voice or Eax Network Module (NM-HDV2) card and a voiceWAN interlace card (VW'IC) daughter card with up to fourTl/El ports.

For previous router models. Cisco Unified Communications Manager Express is integrated inseveral Cisco IOS Software feature sets. Eor a complete list of Cisco IOS Software feature sets,use the Cisco Feature Navigator on Cisco.com: http://lods.dsco.com/lTDlT/CFN/Dispatch

I he following platforms are also supported:

• Cisco 3250 Rugged Integrated Services Router (20 IP phones)

• Cisco IAD 2430 Integrated Access Device (25 IP phones)

• Cisco 3270 Rugged Integrated Services Router (48 IP phones)

• Cisco 1861 Integrated Services Router (15 IP phones)


• Cisco 281 1 Integrated Services Router (35 IP phones)




Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 )2010 Cisco Systems, Inc.

Cisco 3845 Integrated Services Router (250 IP phones]

Note The maximum number ofT1/E1 ports isshown in the table "Cisco Unified CommunicationsManager Express Supported Platforms." With the Cisco 2900 and 3900 Series IntegratedServiceRouter Generation 2, Ciscouses enhanced high-speed WAN interface card(EHWIC) slots Every Cisco Integrated Service Router Generation 2 has 4 EHWIC slots,which can be filled with different types of ports, depending on the business needs. Fordetailed information, go to Cisco.com.

)2010Cisco Systems. Inc Overview ofCiscoUnified Communications Solutions 1-7

Cisco Unified Communications Manager Express Data StreamsThe figure illustrates the different data streams ofaCisco Unified Communications ManagerExpress.

1-8

Cisco Unified CommunicationsManager Express Data Streams

Signaling and Session Control flows between Cisco UnifiedCommunications Manager Express and the IP phone.Cisco Unified Communications Manager Express instructs the IPphones to listen on a port

The audio stream flows directly between the IP phones.

Unified CME'

IP Phone A -*- »*• IP Phone B

" Unified CME - Cisco Unified Communications Manager Express I

Cisco Unified Communications Manager Express uses Session Initiation Protocol (SIP) orSkinny Client Control Protocol (SCCP) to communicate with the IPphones for call setup andsignaling.

When thecall is set up. media exchange occurs directly between the IPphones using the Real-lime Transport Protocol (RTP) to carry the voice data. Inthe figure, userA on phone A wantsto make a call to phone B. UserA dials the numberof user B.The dialeddigits are sent toCisco Unified Communications Manager Express, which is the call-processing engine. CiscoUnified Communicalions Manager Express finds the IP address and port number of the calledIP phone and determines how to route the call.

Using the SCCPor SIP protocol. Cisco Unified Communications Manager Express signals thecalling partv over IP to initiate a dialing tone, and user A hears the dial lone. Cisco UnifiedCommunications Manager Express also signals the call to the destination IP phone, which startsringing. When user B accepts the call, the RTP media path is opened between the two IPphones.

The IP phones require no further communication with Cisco Unified Communications ManagerExpress until either user A or user B invokes a feature, for example. Call Transfer or callconferencing, or ends the call.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O )2D10 Cisco Systems, Inc.

Cisco Unified Communications Manager Express Key FeaturesCisco Unified Communications Manager Express extends enterprise telephony features andfunctions to packet telephony network devices. These packet telephony network devicesinclude IPphonesand gateways.

Cisco Unified CommunicationsManager Express Key Features

Call processing

Signaling and device control

Configurationvia CLI or GUI

Directory services

CTI support

Single or multisitedeployments

Internetworkingwith Cisco UnifiedCommunications Manager

Remote teleworker

Branch 1

WAN

Branch 2

Call processing: Call processing refers to the complete process of originating, routing, andterminating calls, including any billing and statistical collection processes.Signaling and device control: Cisco Unified Communications Manager Express sets up all ofthe signaling connections between call endpoints and devices such as IP phones, gateways, andconference bridges to establish andteardown the calls.

Configuration via command-line interface (CM) or GUI: Cisco Unified CommunicationManager Express has aGUE which allows the administrators to add, change, or delete phonesand users, and feature configuration. Additionally, most system parameters can be configuredinthe GUI. The GUI can beaccessed viaa web browser. For advanced configuration ornonvoice-relaled configuration, the use of the CEI is necessary.

Directory services: Cisco Unified Communications Manager Express provides locally storeddirector, sen.ices,whichthe administrator can maintain and enhance.

Computer telephony integration (CTI) support: CTI extends the rich feature set available onCisco Unified Communications Manager Express todifferent applications. For example. CiscoUnified CallConnector extends Microsoft Outlook functionality to make calls directly toavailable contacts.

Single-site ormultisite deployments: Cisco Unified Communications Manager Express caneither run in asingle-site deployment orcan interact with other Cisco Unified CommunicationManager and Cisco Communications Manager Express systems over the WAN.

) 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions

Internetworking with Cisco Unified Communications Manager: Cisco UnifiedCommunicalions Manager can be deployed at larger sites and Cisco Unified CommunicationsManager Express can be deployed at branch office locations where local call processing isrequired. With H.323 or SIP trunks, calls can be routed over the WAN using abandwidthoptimized codec.

Remote telcworker: For remote teleworker (home office phones). Cisco UnifiedCommunications Manager Express supports Cisco IP Communicator and IP phones connectedlo the enterprise network over a virtual private network (VPN).

1-10 Intrcducing Cisco Voice and Unified Communicalions Administration (ICOMM! v8.0 ©2010 Cisco Systems, Inc

Cisco Unity Express OverviewThe figure describes the features of Cisco Unity Express.

Cisco Unity Express Overview

The main capabilities of Cisco Unity Express are:* Provides voice mail features

• Auto-attendant capabilities

• IVR" support

• Support for fax messages

* Survival remote site voice mail

• MR - Interactive Voice Response |

Cisco Unity Express is available on selected voice-enabled Cisco Integrated Service Routers,but uses its own architecture and processing unit, which is located in a module slot on a CiscoIntegrated Service Router or a Cisco Integrated Service Router Generation 2 router, to providethe following features:

• Voice mail: Provides messaging and greeting services for increased customer service andefficient employee communications. The maximum number of mailboxes depends on thehardware module and license agreement that is purchased for Cisco Unity Express.

• Auto-attendant: An auto-attendant might replace the operator and allows the caller to self-direct their call. Some common functions that an auto-attendant provides arc the following:

— The caller can spell the name of the user they are trying to reach.

— If the caller knows the extension of the destination, the caller can enter the extension

to be directly connected.

— An auto-attendant can offer basic menus that allow a user to navigate through themenus by pressing a key.

— Applications offering information only, for example, movie showing limes on amovie hotline.

• Interactive voice response (IVR) capabilities: IVR allows a caller to select options froma voice menu and to interact with the IVR system. After the IVR system plays aprerecorded voice prompt, the caller presses a number on a telephone keypad to select anoption. Eor example, customers dial an enterprise hotline and IVR enables callers to runqueries to gather information from a customer database or to press a number on the dial padto be connected to a particular agent.

>2010CiscoSystems, Inc. Overview of Cisco Unified Communications Solutions 1-11

Support for fax messages: Inbound fax capability is provided by using a combinationofthe native 1.37 fax processing on Cisco Integrated Service Routers that arc combined withthe message management of Cisco Unit; Express. Users can receive faxes using a directinward dialing (DID) number for each user, and send the fax as a Tagged Image FileEormat (T1EE) attachment to a defined mailbox.

Sur\i>able Remote Site Voicemail: Survivable Remote Site Voiccmaii (SRSV) workswith Sun iv able Remote Site Telephony (SRST). SRST provides remote site telephony, forexample, if a central call processingengine at the headquarters is not operational or theWAN link is broken. After the failure is delected, the IP phones register with the SRST ofCisco 1:nilled Communications Manager Express SRST router.

A deplovment of Survivable Remote Site Voicemail requires a Cisco Unified MessagingGatewav (Cisco UMG) and the relevant licenses. When the WAN connection is up, CiscoUnity Express is provisioned by the Cisco UMG and is not actively used. The Cisco UMGsends the provisioning information to each Survival Remote Site Voicemail site andmaintains any changesat the headquarters and branch locations. Whenthe WANconnectivitv fails. Cisco Unit} Express processes calls the centralized voice-mail system orauto-attendant locally.

Cisco Enitv Express storesall voicemailsduringthe WAN outage. When the connection isrestored, the messages are sent to the centralized Cisco Unity Connection. Cisco UnityExpress goes back in waiting mode. Survivable Remote Site Voicemail supports thefollowing features: subscriber greetings and spokennames, distribution lists,messagewaiting indication, or message notification.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 <s> 2010 Cisco Systems, Inc

Cisco Unity Express ModulesThetable liststhesupported CiscoUnity Express modules.

Cisco Unity Express Modules

A1M2-CUE-K9

NME-CUE

ISM-SRE-300-K9

SM-SRE-700-K9

Bundled

Ports

24

10

32

24

10

32

Max. | Max.tVR j Max; . StoragePorte Sessions Mailboxes (hours)

65

275

100

300

14

300

60

600

Tne number of maximum mailbojes, ports, and IVRsessions depends on CiscoUnityExpress stock-keeping units (SKU)license files.

On Cisco 2800 and 3800Series Integrated ServiceRouters, Cisco Unity Express can either beused on an Advanced Integration Module 2 (AIM2)or on an enhanced networkmodule(NME).

Cisco 2900 and 3900 SeriesIntegrated ServiceRouters Generation 2 have servicemodule slotsand an internal servicemoduleslot whichsupportsapplication services. Bothcan be used forCisco Unity Express. Each module comes with a bundled numberof ports,which can beincreased with licenses. The maximum number of IVR sessions depends on the maximumnumber of available ports. Eiccnse files can beobtained as SKU files andcanactivate differentfeatures: for example. Survival Remote Site Voicemail.

Note The Cisco 2900 and 3900 Series Integrated Series Routers do not support advancedintegration modules (AIM and AIM2) or enhanced network modules (NME).


Cisco Unity Express Data StreamsThe figure describes the Cisco Unity Express data streams.

Cisco Unity Express Data Streams

The signaling and session control signal flows between the Unified CME*and the Cisco Unity Express module (back-to-back Ethernet).

The audio stream flows between the IP phone and the Cisco Unity Expressmodule

Cisco Unity Express supports only G.71! audio streams Transcoders arenecessary for G729 calls.

Unified CME

' Unified CME = Cisco Unified Commumcatu

Cisco UnityExpress module

ager F.xpress

[fan IP phone calls an auto-attendant or voice-mail pilot number, the Cisco Unity Expressmodule answers the call. After the call is established, the media exchange flows directlybetween the IP phone and Cisco Unity Express module.

Cisco Unitv Express communicates with Cisco Unified Communications Manager Expressonly via SIP. Cisco Unitv Express can also be integrated with a Cisco Unified CommunicationsManager.

Cisco Unitv Express supports only the G.711 codec. All calls made to the Cisco Unity Expresssystem must use CI.711 if. for example, the caller connects to the auto-attendant or voice-mailpilot numbers. 11 a user vv ants to listen to their voice message over a WAN connection using theG.729 codec, transcoding resources at the Cisco Unity Express location are necessary.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc.

Cisco Unified Communications ManagerOverview

The topic describes the role of Cisco Unified Communications Manager in a Cisco UnifiedCommunications solution.

Cisco Unified Communications

Manager Overview

The capabilities of Cisco Unified CommunicationsManager are:• Support foraudio and video telephony

• Up to 30,000 phones supported per cluster

• Runs as an appliance with a hardened operating system

• Based on IBM Informix database

• Disaster Recovery System (DRS) for backup-and-restoremechanism

• Cisco Unified Serviceability and Cisco RTMT offermanagement and troubleshooting functionality

Cisco Unified Communications Manager is the powerful call-processing component of theCisco Unified Communications solution. Cisco Unified Communications Manageris ascalable, distributable, and highly available enterprise IP telephony call-processing system.

Cisco Unified Communications Manager provides a wide range of enterprise features. CiscoUnified Communications Manager is one component of a suite of devices in a Cisco UnifiedCommunications solution. Cisco Unified Communications Manager provides call processingcontrol for all devices, such as IP phones and gateways. The control of devices that areprov ided by the Cisco Unified Communications Managerserver include messages for the IPphones to activate tones, changing softkeys on the phone display, and connection instructionsfor the calls.

Likethe traditional voicenetwork, a numberof gateways (digital and analog)are available thatallow access to remotelocations. Withthe expanding growthof IP telephony, thereare anumber of specialized applications that can be integrated into the network, such as voice mail.Contact Center application, and other various services.

Cisco Media Convergence Servers (MCS) can run CiscoUnified Communicalions Manager asa stand-alone server or in the network to form a cluster of servers. Clustering Cisco UnifiedCommunications Managers togethernotonly allowsmoreend devicesto be supported but alsopaivides redundancy and centralized administration. A Cisco Unified CommunicationsManagerclustercan controldifferentdevices, such as IP phones,along with the relatedgateways, media resources, and supports different application servers.

Each cluster cansupport a maximum of 30,000 unsecured SCCP or SIPphones.

12010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-15

Each cluster can support a maximum of 27.000 secured SCCP or SIP phones.

1he Cisco I Inified Communications Manager runs on an appliance, which improves securityand allows upgrades to be managed easily. An appliance is a platform that is used for CiscoUnified Communications svstems. The appliance provides an integrated platform operatingsvstem and bundles such as Cisco Unified Communications Manager software. Eor securityreasons, the operating system is hardened with no access to the underlying file system, and onhsupports Cisco authorized applications and utilities to access it. 'I'hc underlying database is anIBM Informix database.

The Disaster Recover} framework (DRE) provides a Disaster Recovery System (DRS) formanual or automated backup to a network device over Secure FTP (SETP).

Ihe Cisco Unified Operating System is also used for the following applications:

• Cisco Emergene> Responder

• Cisco Unity Connection

• Cisco Unified Presence

• Cisco Unified Contact Center Express

1-16 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems. Inc

Cisco Unified Communications Hardware RequirementsThe figure describes the platform hardware requirements for Cisco Unified CommunicationsManager installation.

Cisco Unified CommunicationsManager Hardware Requirements

Cisco Unified Communications Manager can be installed on:• Cisco MCS 7800 servers

* Cisco Unified Computing System

• Or on approved third-party servers

The following general server hardware is required for theinstallation:

« 2 GHz Processor

• 2 GB RAM

• 72 GB Hard Disk

The minimum requirements for Cisco Unified Communications Manager installation are a 2-GHz processor. 2 GB of RAM. and 72 GB of hard disk space.

A complete list of supported third-party servers canbe found on Cisco.com:

http://wvvw.cisco.com/en/US/prod/collateral/voicesw/ps6790/ps5748/ps378/prod_broehure0900aecd8062a4f9.html.

Since Cisco Unified Communications Manager version 8.0, it is possible to install the CiscoUnified Operating System on a virtual machine (VM) in a Cisco Unified Computing System(UCS).

i 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-17

Overview of the Cisco UCS Solution

I'hc figure describes the Cisco UCS solution and gives an overview ofthe supported virtualenvironment.

Overview of Cisco Unified ComputingSystem Solution

Cisco Unified Communications Applications version8.0 is supported in a virtual (VMware) environment:• In a VMware installation, Cisco Unified Computing System

hardware must be used

• VMware ESXi 4.0 with a SAN is supported

* Specific VMware configurations and support

• Cisco Unified CommunicationsManager migration can bedone via the Disaster Recovery Framework (DRF)

* Mixed cluster with physical and virtual servers is supported

• License key uses a virtual MAC address

With Cisco Unified Communications Manager version 8.0. an installation on a Cisco UCS issupported, which builds a defined solution from the hardware up. A Cisco UCS is a singlesystem that unifies and simplifies the maintenance of server farms.

A mix with other Cisco Unified Communications applications, which are supported forinstallation on a Cisco UCS. is supported. No other types of VMs. like file servers or third-party application sen ers should run on the same blade. A blade is a proprietary card from amanufacturer that can be used in a rack system, which allow sharing of the same backplane andpower supplies, fhe storage svstem must be a storage area network (SAN) and the storagesvstem must be on the VMware compatibility list. Eorcompatibility information go tohttp:/'www.vmuLire.com/go/hcl.

The VM configuration for Cisco Unified Communications Manager has specific requirements.Onlv a new installation on a Version 7 VM with a Cisco Unified Communications Managerversion 8.0 is supported. The requirements are as follows:

• 2 virtual CPU;.

• 6-GB RAM

• Two 80-GB hard disks at SCSI id 0:0 and 0:1

• Onlv a Version 7 VM is supported

• Supports up to 7500 users per VM. which is equivalent to a Cisco MCS 7845 Series server

• There is no support for using any 1'SB dev ices or dongles on the VM.

• Backups of the VM are onlv supported wilh SETP

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems. Inc

A migration from a physical Cisco Unified Communications Manager server to a virtualmachine can be done via the DRF. A backup from a Cisco Unified Communications Managerserver can be restored in a VM. A mixture of physical and virtual servers (virtual machines) issupported, which allows an easy migration process.

A VM uses the same licensing process as a physical server. Unlike the physical servers, aspecial license MAC is used. The license MAC is a hash of a set of data on the server, which ishashed to produce a 12-digit hexadecimal string that looks like a MAC address. The licenseMAC can be obtained from the web interface or the CLI, using the command show status.

Other Cisco Unified Communications applications that arc supported on Cisco UCS are thefollowing:

• Cisco Unity Connection version 8.0

• Cisco Unified Presence version 8.0

• Cisco Unified Mobility Advantage version 8.0

• Cisco Unified Contact Center Enterprise version 8.0

• Cisco Contact Center Express version 8.0

• Cisco Unity version 8.0

© 2010 Cisco Systems, Inc. Overviewof Cisco Unified Communications Solutions 1-19

Cisco Unified Communications Manager High AvailabilityThe figure describes Cisco Unified Communications Manager high availability.

Cisco Unified Communications

Manager High Availability

Up to 30.000 IP phones in acluster

Up to 8 subscribers runningthe Cisco Call Manager

Service

Up to 3 subscribers running ina Unified CM" Group

Up to 2 servers running theTFTP service

Additional servers can be

used for media resources, etc.

1 Unified CM = Cisco Unified Communicalions Manager

TFTP Server

Each Cisco I inified Communications Manager server is defined as a publisher or subscriber atthe time of the installation. Within a Cisco Unified Communications Manager cluster, there canonlv beone publisher, butup to eightsubscribers running theCisco CallManager Service.

ForIPphone registration redundancy, up to three Cisco Unified Communications Managerscan be networked together in a Cisco Unified Communications Manager Group. In addition, thefourth registration option can be an SRST router.

A cluster is built from two or more Cisco Unified Communications Manager servers networkedtogether to provide sen, ices to endusers, which allows support of more enddevices andprov idesredundancy andcentralized administration. Some Cisco Unified CommunicationsManagers in a cluster prov idebasic phone call processing, such as call routing, signaling,phone features, and dial plan administration. Other Cisco Unified Communications Managerscan provide services such asTE1 I',conferencing, music onhold(MOII), and others.

The decision on how many subscribers arc addedto the Cisco Unified CommunicationsManagercluster depends on the following factors:

• Backup requirement in case of failure (redundancy)

• Splitting the load between servers(load sharing)

• How main phones will be supported in the network (scalability)

Inaddition to thepublisher and subscribers, a dedicated IFTP server is recommended forCiscoUnified Communications solutions with more than 1250 users. One TFTP server is required inthe Cisco Unified Communications Manager clusterand is used for the creation and downloadof configuration files in the proper format to IP phones, gateways, and other dev ices. Eor highavailabilitv. up to two 1FTP servers can be used.

1-20 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8.0 )2010 Cisco Systems, Inc.

Database Replication and User-Facing FeaturesThe figure describes the Cisco Unified Communications Manager database replication process.

Database Replication and User-FacingFeatures

IBM Informix Database:

- Owned by the publisher.

• One-way replication.

• Allchanges are made on thepublisher.

- Ifthe publisher is down

- User-fadngfeatures(UFF),such as call forwarding, etc.,are changed on the activesubscriber.

- Changes to the subscriber arereplicated to the olher serversin the duster.

• When the publisher is back, thesubscriber synchronizes thechangesto the publisher.

Acluster isdefined asany number ofCisco MCS servers that share the same Structured QueryLanguage (SQL) database. An SQL cluster consists ofone primary server that is called a firstnode orpublisher. This server isloaded first during the installation process. The server softwareis loaded in such a way that the SQL Server application takes onthe responsibility formaintaining and replicating the database. The other servers inthe cluster are loaded assubsequent nodes orsubscribers tothe database contained in the first node.

The publisher usually makes changes in the SQL database. The other servers in the cluster havecopies of thedatabase thatareread-only copies.

An exception is a replication ofthe user-facing features during the time a publisher is down.Eor example, call forwarding, message waiting, and other user-facing features are changed onthesubscriber server towhich the IPphone is registered. These changes arethen replicated toall servers in the cluster.

Any user-facing feature data changes made tothe subscriber database are sent tothe publisher.The changes are written tothe database ofthe publisher and are then made available to thesubscribers. This information is replicated to thesubscribers at regular intervals. Thesubsequent nodes contact the first node and ask for any changes. Ifchanges have been made tothe database, thepublisher makes thechanges available to thesubscribers at thattime.

© 2010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-2!

Intracluster Communication

The figure describes the intracluster communication between the nodes in a Cisco UnifiedCommunications Manager cluster.

Intracluster Communication

Intracluster CommunicationSignaling (ICCS) replicatesrun-time data like registrationof devices to all nodes runningthe Cisco CallManagerService

Call Detail Records (CDRs)and Call Management Records(CMRs) are collected by thesubscribers.

The data is periodicallyuploaded to the publisher.

Billing system connects onlyto the publisher.

fhere are two primarv kinds of intraclustcr commtinications. or communications within a CiscoUnified Communications Manager cluster. Thev are as follows:

• Intracluster Communication Signaling (ICCS) involves the propagation andreplication ofrun-time data such as registration of devices, location bandwidth, and shared mediaresources. This information is sharedwith all members of a clusterrunning the CiscoCallManager Service, andit ensures theoptimum routing of callsbetween members of thecluster and associated gatewav s. ICCS runs on TCP ports 8002 to 8004.

• Call Detail Records (CDRs) and Call Management Records (CMRs), when enabled on allservers, are collected bv the subscriber and uploaded to the publisher periodically. During aperiod during which the publisher is unreachable, the CDRs and CMRs are stored on thelocal harddisk of the subscriber. Whenconnectivity is re-established with the publisher, alloutstanding CDRs arc uploaded to the publisher, which stores the records in the CiscoUnified Communications ManagerCDR Analysis and Reporting(CAR) database.

1-22 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

L

Cisco Unified Communications Manager Data StreamsThe figure describes Cisco Unified Communications Manager data streams and how thedifferent components interactwith each other.

Cisco Unified CommunicationsData Streams

Signaling and session control flows between Cisco Unified CM" and the IPphone and between Cisco Unified CM and the PSTN gateway.

The audio stream is terminated by the PSTN gateway.

PSTN Gateway

fvludsa Exchange

• Unified CM = Cisco Unified Communications Manager

Cisco Unified Communications Manager uses SIP or SCCP to communicate with IP phones forcall setup and control tasks.

SIP supports protocol extensions, so that applications can support advanced features and canstill intemperate with other less functional applications. Here is an example: Three colleaguesare on a conference call. Two of them are at a headquarters location where their SIP-enabled IPphones support video capabilities; the third is at a remote office that docs not support\ ideophones. SIP will establish the conference among the three users, enabling the videoportion for the two users whose equipment supports it. The third user will participate withaudio only. This approach is a shift from the "least-common denominator1 approach in whichonly functions supported by all users are implemented (in which case, none of the colleagueswould be able to use video).

When the call is set up. media exchange occurs directly between the IP phones using RTP tocarry the audio.

In the figure, user A on IP phone A (left telephone) wants to make a call to user B on the PSTNphone (right telephone). In this case, dialed digits are sent to Cisco Unified CommunicationsManager, the call-processing engine. Cisco Unified Communications Manager routes the call tothe PSTN gateway, which uses the Media Gateway Control Protocol (MGCP). H.323. or SIPfor signaling and session control. When user B accepts the call, the RTP media path opensbetween IP phone A and the PSTN gateway, which terminates the RTP stream and converts thestream to the time-division multiplexing (TDM) network.

>2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions

Cisco Unified Communications Manager Key FeaturesThe figuredescribes the key featuresof Cisco Unified Communications Manager.

Cisco Unified Communications Manager

Cisco Unified Communications Manager offers a widerange of features:• Call processing

• Signaling and device control

« High scalability

* Configuration via GUI

• Directory services that can be stand-alone orintegrafed with anexisting directory

• CTI support

• Phone application support (XML)

Call Processing

Cisco Unified Communications Manager is the core call processing sollware for the CiscoUnified Communications Svstem. Cisco Unified Communications Manager software extendsenterprise telephonv features and capabilities to packet telephony network devices likeIP phones, media processing devices, voice gateways, and multimedia applications.

Signaling and Device Control

Cisco Unified Communications Manager sets up all of the signaling connections betweendevices like IP phones, gatewavs. and conference bridges to establish and tear down streamingconnections.

Configuration via GUI

Cisco Unified Communication Manager has a powerful GUI that allows administrators to fullymaintain the system. The access to system-critical configuration settings can be denied with theroles and user groups concept. Cisco Unified Serviceability. Cisco Unified CommunicationsManager Administration, and the Cisco Unified Reporting tool can also be accessed via a webinterface. The Cisco Unified Communications Manager Administration user web interfaceallows end users to maintain their personal settings like call forward and others. You can usethe Disaster Recovery Svstem GUI to start, monitor, and configure backup operations.

Directory Services

The Cisco Unified Communications Manager can cither run as a stand-alone or can beintegrated with Lightweight Directory Access Protocol (LDAP) directory services, whichallows direetorv search and LDAP authentication for end users.


CTI Support

Cisco C11 extends the feature set available on CiscoUnified Communications Manager tothird-party applications. These Cisco CTI-enabled applications improve user productivity,enhance the communication experience, and deliver superior customer service. Eor example. IPphones can be controlled from an operator workstation or aContact Center agent to improveefficiencv.

High ScalabilityWithin a Cisco Unified Communications Manager cluster, there arcservers that provide onlyunique services to increase, for example, the amount ofmedia resources. Each ofthese servicescan coexist with others on thesame physical server. Forexample, ina small system it ispossible to have asingle server be adatabase publisher, backup subscriber. MOII server. TFTPserver. CTI Manager, and a conference bridge.

Phone Application Support

External XML productivity applications orCisco CallManager Cisco IP Phone Services can berun on the web server or client onmost IP phones. For example, theIPphone canbe used togetstock quotes, weather information, flight information, and other types ofweb-basedinformation. Inaddition, custom-based Cisco CallManager Cisco IP Phone Service applicationscanbe written thatallow usersto track inventory, bill customers for lime, or control conferenceroomenvironments (lights,video screen,temperature, and so on).

The Cisco Unified Communications Manageralsohas a numberof integrated applications thatprov ide additional functionality via Cisco CallManager Cisco IP Phone Services; for example.Cisco Extension Mobility or Cisco Unified Communications Manager Assistant.

Cisco WebDialer

The Cisco WebDialer is a click-to-call application for Cisco UnifiedCommunications Managerthat enables users toplace calls easily from their PCs using any supported phone device.

12010CiscoSystems, Inc Overview ofCisco Unified Communications Solutions 1-25

Cisco Unity Connection OverviewThis topicdescribes Cisco Unitv Connection in a Cisco Unified Communications solution.

Cisco Unity Connection Overview

Cisco Unity Connection is a feature-rich voicemessaging platform:

' Cisco appliance- or Cisco Unified Computing System-basedinstallation

- Up to 20,000 users per server

• Access voice messages from anywhere

• Integration with LDAP*

• Support for Microsoft Exchange

• Voice Profile for Internet Mail (VPIM)

• Supports Survival Remote Site Voicemail

| *LDAP =Ligntweighl Directory Access Protocol |

Cisco Unitv Connection users can managevoicemessages by email,web clients, mobiledevices, instant messaging, and desktop clients like Cisco Unified Personal Communicator.Cisco Unitv Connection also prov idesauto-attendant functions, including intelligent callrouting and customizable call screenand messagenotification options.

The minimum requirements for a Cisco Unitv Connection version 8.0 installation area 2-GHzprocessor. 2 GB of RAM. and 146CiB of hard disk space, which allows up to 20,000 users on aCisco 7845 MCS server.

Cisco Unity Connection is located on the same installation DVD as Cisco UnifiedCommunications Manager and also runs as an appliance. Upgrades to Cisco Unity Connectionsoftware can be made without bringing down the server. Dual partitions are configured on theserver, permitting two copies of Cisco Unity Connection to reside concurrently. Thisconfiguration allows a new Cisco Unity Connection software release to be downloaded whilestill providing voice mail and other services to users.

Voice messages can be received by any phone. Cisco Unified Personal Communicator, CiscoUnified Mobility client, or via an Internet Message Access Protocol (IMAP) client likeMicrosoft Outlook.

Cisco Unity Connection supports Voice Profile for Internet Mail (VPIM), which defines asubset of the Internet multimedia messaging protocols—Multipurpose Internet Mail Extensions(MIME) for use between voice processing server platforms. Microsoft Active Directoryintegration is available for synchronizing Cisco Unity Connection uscmames and passwords tothe Microsoft Active Directory using the LDAP interface. LDAP authentication allows singlepassword logon.

1-26 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

Cisco Unitv Connection supports integration with Microsoft Exchange calendar for rerouting ofcalls and a wide range ofIMAP clients for receiving voice-mail messages.

With Cisco Unity Express. Cisco Unity Connection supports Survival Remote Site Voiccmaiiforbranch sites, which requires central callprocessing andvoice mail.

)2010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-27

Cisco Voice Messaging Systems OverviewThe table gives an overview of the different Cisco voice-messaging products.

Cisco Voice Messaging Systems Overvit

• Cisco Unity Connection can run co-resident on Cisco UnifiedCommunications Manager Business Edition.

• All voice-mail systems support VPIM,which allows differentdeployments to connect seamlessly.

Cisco UnityExpress

Unified CM*Business

Edition

Cisco UnityConnection

Cisco Unity

Max.Mailboxes

300

500

20.000 perServer

15,000 perServer

Router

Appliance

Appliance

WindowsServer

' Unified CM = Cisco Unified Communications Manager

No

No

Active / Active

Actrve/ Passive

With a Cisco Unified Communications Manager Business Edition, Cisco Unity Connection cancoreside on the same hardware platform. This ability allows support in a small- or medium-sized business. Cisco Unity Connection adds a new set of features that are not available in otherCisco voice-messaging products, such as personal Call Transferrulesand speech-recognitioncapabilities.

VPIM allows interoperabililv from Cisco Unitv Connection to Cisco Unity Connection, CiscoUnitv. or Cisco Unitv Express, or any other deployment that supports VPIM.

1-28 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O 12010 Cisco Systems, Inc.

Cisco Unity Connection ArchitectureIhe figure describes the architecture of a Cisco UnityConnection system.

Cisco Unity Connection Architecture

Cisco Unity Connection storesmessages locally in its own filesystem.

Cisco Unity Connection uses the IBMInformix database for configurationdata.

Audio stream for voice messagesflows between the caller and the

Cisco Unity Connection system

Message Cisco Unity> Store Dtmctory

Cisco Unity Connection manages the storage of messages in a diflerent way than Cisco Unity.The message storage in Cisco Unity Connection resides on the server in its own file system,while the message storage in Cisco Unity resides in Microsoft Exchange. This architectureallows Cisco Unity Connection to operate without being dependent upon Microsoft Exchange,and without needing the permissions necessary to access messages stored in MicrosoftExchange.

The user database and all system configuration information for Cisco Unity Connection arelocated in an IBM Informix database and are accessed using SQL.


Cisco Unity Connection High AvailabilityThe figure describes the high availability model of Cisco Unity Connection.

Cisco Unity Connection High Availabil

• Cisco Unity Connection supportsa two-server active-active pair forhigh availability.

• Both servers accept audio calls,HTTP, and IMAP* requests

• Role separation is consistent withthe Cisco Unified CommunicationsManager clustering scheme.

• One server is designated as theprimary node, which "owns" fhedatabase and message store.

• Secondary node subscribes todatabase and message storeservices from publisher

1IMAP - inlernel Message Access Protocol |

t Active-Active IClyster Pa if |

Cisco Unttv Connection supports a two-server active-active, high-availability solution. Rothservers in the active-active pair will run Cisco Unity Connection and both will accept calls.HTTP, and IMAP requests. If onlv-one server in the server pair is active. Cisco UnityConnection will preserve the majority of the end-user functionality, including voice calls,HTTP requests, and IMAP requests, but lower port capacity will be available for taking voicecalls.

One Cisco Unitv Connection server will be designated as the publisher node or "primary" in theserver pair. The other server will be designated subscriber node or "secondary" in the serverpair. The role separation will be consistent with the Cisco Unified Communications Managerclustering scheme, in which there is always one publisher and multiple subscribers. However,only two Cisco Unitv Connection servers are supported in the active-active model. Each CiscoUnitv Connection server maintains its own directory and message database.

A Cisco Unitv Connection active-active high-availability server (Cisco MCS-7845) pair willsupport up to 20.000 mailboxes with 20.000 voice-mail subscribers.

Each Cisco MCS-7845 server can support up to 250 voice-mail ports, for a cumulative total of500 voice-mail ports when both servers are active. If only one server is active, then portcapacity is lowered to a maximum of 250 ports. When installing an active-active high-availability server pair, two types of servers can be defined—a publisher and a subscriber.These terms are used to define the database relationship during installation. When installing thesubscriber in an active-active high-availabilitypair, the IP address or hostname of the primaryor publisher server must be av ailable. After the software is installed, the subscriber willsubscribe to the publisher to obtain a copy of the database and message store.

1 he publisher is a required server in an active-active high-availability server pair, and there cancurrently be onh one publisher per active-active high-availability server pair. This server is thefirst to be installed and prov ides the database and message store services to the subscriber orsecondary server in an active-active high-availability server pair.

1-30 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 ) 2010 Cisco Systems, Inc.

Cisco Unified Presence OverviewThis topic describes an overview of Cisco Unified Presence.

Cisco Unified Presence Overview

The capabilities of Cisco Unified Presence are:• Presence awareness

• Up to 15,000 users per cluster

• Enterprise Instant Messaging

» Interdomain federation with SIP or XMPP*

• Peer-to-peer file transfer

• Message compliance

• Secure messaging

• Cisco Unified Mobility Advantage integration

•XMPP = Extensible Messaging and Presence Protocol

The main component of Cisco Unified Presence is presence awareness, which means that thecurrent presence status can be derived from automatic events such as computer login andtelephone off-hook. Presence awareness can also be derived from explicit notification eventsfor changing status, such as the user selecting Do Not Disturb (DND) from a change-status picklist. The user availability status indicates whether the user is actively using a particularcommunications device, such as a phone. Communications capabilities of users indicate thetypes of communications that the user is capable of using, such as video conferencing, webcollaboration, or audio. In a Cisco Unified Presence cluster, up to 15.000 users can be added.

Cisco Unified Presence incorporates the Jabber Extensible Communications Platform (XCP),which enables an industry-standard collaboration between different user clients. Withinterdomain federation, the Cisco Unified Presence domain can be federated to other domains,

like Google Talk or WebEx Connect, based on SIP or Extensible Messaging and PresenceProtocol (XMPP). With the XCP platform, a significant amount ol new instant messaging (IM)functionality is available in Cisco Unified Presence, for example, peer-lo-peer file transfer.

Many industries require that instant messages adhere to the same regulatory complianceguidelines as all other business records. To comply with these regulations, the Cisco UnifiedPresence system must log and archive all business records, and the archived records must beretrievable.

Cisco Unified Presence provides support for IM compliance by collecting data for thefollowing IM activities in single cluster, intercluster, or federated network configurations:

• Point-to-point messages

• Group chat, which includes ad hoc. temporary, and permanent chat messages.

i 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-3!

Applications can use 'Iransport Eayer Security (TLS) or IP Security (IPsec) for a securecommunication, which allows a secure connection over HT'fPS between the Cisco Unified

Personal Communicator and Cisco Unified Presence.

The Cisco Unified Presence Server manages availability status for Cisco Unified MobileCommunicator and other clients that support presence. Users can set their status on anysupported client and it will display on all supported clients.

1-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010Cisco Systems, Inc.

Cisco Unified Personal Communicator OverviewThe figure presents anoverview of Cisco Unified Personal Communicator.

Cisco Unified Personal CommunicatorOverview

The Cisco Unified PersonalCommunicator characteristics are:

• Based on Cisco Unified Client ServicesFramework (CSF)

* Instant messaging support forpoint-to-point chat multiuser chat,persistent chat

r 1

u. y"

• Voice and video support

• Web conferencing via Cisco MeetingPlace and Cisco WebEx

• Integration with voice-mail systemsand visual voice-mail functionality r^^

• LDAP support for enhanced userinformation

Cisco Unified Personal Communicator is based on Cisco Unified Client Services Framework(Cisco Unified CSE). Cisco Unified CSF is the core framework of client-based unifiedcommunications functions that Ciscowill be using in the next releasesof Cisco UnifiedCommunications Manager. Cisco Unified CSF has the abilityto providepresencein a CiscoUnified Presence solution or in third-party solutions.

Cisco Unified Personal Communicator supports point-to-point chat, multiuser chat, andpersistent chat, which allows IM chathistories andcompliance. Persistent chatcombines theidea of "rooms" with the idea that the chat itself is persistent, so the user can see what was saidbefore joining.

With Cisco Unified Personal Communicator, softphone and desk phone video is supported.Cisco Unified Personal Communicator supports the H.264 video codec for increased videoresolutions up to highdefinition (HD).and ad hoc multipoint videoconferencing integrationwith Cisco Unified MeetingPlace. Cisco Unified Video Conferencing, or Cisco UnifiedMeetingPlace Express VT.

Cisco Unified Personal Communicator supports integration with Cisco Unity. Cisco UnitvConnection, and visual voice-mail functionality. SRST failovcr for softphone mode calls isavailable.

Cisco Unified Presence provides EDAP authentication for users of the Cisco Unified PersonalCommunicator client and Cisco Unified Presence user interface. This authentication enables

single sign-on (SSO) for users. Cisco Unified Personal Communicator also uses the LDAPdirectory to allow users to search and add contacts. Cisco Unified Personal Communicatorclient soltuare can be installed on 32- or 64-bit computers that arc running Microsoft WindowsXP. Windows Vista. Windows 7. or Apple Mac OS. The Cisco Unified PersonalCommunicator 64-bit version does not support desk phone video.

i 2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-33

Cisco Unified Presence Deploymentfhe figure describes a deployment of a Cisco Unified Presence platform.

Cisco Unified Presence

• LDAP authentication, user search, and name resolution from LDAP server.

• SIP connection to Cisco Unified Communications Manager cluster to receivepresence status (for example, phone on- and off-hook status].


j "unified CM - Cisco Unrfied Communications Manager

' ( Cisco Unified Personal"*.,"**.' Communicalorv7 *

Cisco United Personal. "*• •*£ J,^V' Communicator vS

CTI

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Cisco Unified Presenceenhances enterprise presence and instant messaging. Cisco UnifiedPresence supports both SIP for Instant Messaging and Presence Leveraging Extensions(SIMPLE) and XMPP-based presence and IM to enable integration of Cisco Unified PersonalCommunicator version 7.x. which uses SIP/SIM PEE to the Cisco Unified Presence, and CiscoUnified Personal Communicator version 8.0. which is based on XCP.

Eor global director} searches. Cisco Unified Personal Communicator can use the EDAPdirector) of a companv. Authentication and name resolution for the Cisco Unified PersonalCommunicator contact list with additional user information can be pulled from the LDAPserver.

To receive the presence status. Cisco ! Inified Presence uses SIP/SIM PEE notifications from theCisco Unified Communicalions Manager cluster.

With CTI. desk phone control can be easily developed, which allows dialing via Cisco UnifiedPersonal Communicator and answering incoming calls.

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] vS.O ©2010 Cisco Systems. Inc

SummaryThis topic summarizes the key points that were discussed in this lesson.

Summary

• Cisco Unified Communications Manager Express and CiscoUnity Express fully integrate communications by enablingdata voice, messaging, and video tobetransmitted over asingle network infrastructure using IP.

• Cisco Unified Communications Manager isone component ofa suite of products inthe Cisco Unified Communicationssolutions portfolio. Cisco Unified Communications Managerprovides call processing control for all devices such as IPphones and gateways.

• Cisco Unity Connection handles message storage to providefeature-rich messaging features to the enterprise.

• Cisco Unified Presence provides presence awareness. Thecurrent presence status canbederived from automaticevents suchas telephone off-hook, orfrom explicitnotification events forchanging status, such as the userselecting Do Not Disturb.

References

For additional information, refer to these resources:

• Cisco Unified Communications (IP Communications/VoIP)http //www cisco.com/en/US/panner/neisol/ns641/netvvorking_solutions_packages_lisl html

) 2010 Cisco Systems, Inc. Overviewof Cisco Unified Communications Solutions 1-35

wm

Lesson 2

Understanding theCharacteristics of Cisco

Unified Communications

Solutions

OverviewThis lesson introduces the characteristics of Cisco Unified Communications solutions, the

components that are required in a convergent network, the differentVoIPsignaling protocols,quality of service issues, and media transmission protocols. It also gives an overview oftraditional voice networks.

"mm ObjectivesUpon completing this lesson,you will be able to describethe characteristics of a Cisco UnifiedCommunications solution and what needs to be considered when sending voice over packet-

__ based networks. This ability includes being able to meet these objectives:

• Describe how traditional voice networks work and give a short overview of the components

»" • Describe how converged networks work and give an overview of the Cisco Unifiedmmm Communications components

• Describe the basic characteristics of different quality of service (QoS) technologies toI prioritize or expedite voice data

Overview of Traditional Voice NetworksThis topic describes the characteristics of a traditional voice network. It is critical to understandthe function of these traditional telephony components to successfully deploy a VoIP-basedsvstem.

Traditional Voice Networks

A traditional PBX consists of several components, like control cards, slationcards, and trunk cards

Various types of telephone circuits are terminated on different types of cards.

A PBX uses its ovwi cabling environment for carrying the electrical signalthrough wiring closets to the endpoints.

Digital phones connected to PBXs are typically proprietary

CO" Switch

Analog or Digital 8j| PSTNTrunk

j^ Analogor»&r DigitalPhones

PBXs come in various sizes, from 20 to 20.000 stations. The selection of a PHX is important lomost companies because a PBX has a typical life span of 7 to 10 years. All PBXs offer astandard. ba»ic set of calling features. Optional software provides additional capabilities.

A traditional business phone svstem is composed of multiple components. The figure showsthese components and includes the following:

• Telephones: There are two types of telephones that are used in a traditional businesstelephonv network as follows:

— Analog telephones: These phones have a direct connection to the PBX.

— Digital telephones: These phones convert analog voice lo a digitized stream andconnect to a PBX.

• PBX: A PBX is a private!; owned switch that is located on the customer premises.

• Voice mail: A voice-mail svstem is either integrated in the PBX, or can be connected overa digital proprietary circuit.

• Trunk: A trunk provides the path between two switches. Common trunk types include thefollowing:

— "fie trunk: A dedicated circuit that connects PBXs to each other or lo music on hold

(MOID svstems,

—• CO trunk: A direct connection between a local central office (CO) and a PBX. Theconnection mav be digital or analog.

Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 ©2010 Cisco Systems, Inc.

Analog CircuitsIbis figure describes the different analog circuits that can be used with Cisco routers.

Analog Circuits

FXS ports are used to:• Connect analog phones or fax devices

• Provide power, call progress tones, and dial tones• Emulatethe CO switchtotheattached devices

FXO ports are used to:• Connect to office equipment

• Make and receive calls from the PSTN

E&M ports are used to:• Connect to external MOH sources

• Create tie-lnes to PBX systems

Analog voice port interfaces connect routers inpacket-based networks to two- orfour-wireanalog circuits in telephony networks. Two-wire circuits connect toanalog telephone or faxdevices, and four-wire circuits connect to PBXs. Connections to the public switched telephonenetwork (PSTN) CO aretypically made with digital interfaces, 'fherearethree types of analogvoice interfaces that Cisco gateways support:

• Foreign Exchange Station (FXS) interfaces: An FXS interface connects the router oraccess server to end-user equipment suchas telephones, fax machines, or modems. TheFXS interface supplies ring, voltage, anddial toneto the station and includes an RJ-I tconnector for basic telephone equipment or PBXs.

• Foreign Exchange Office(FXO) interfaces: An FXO interface is used for trunkconnections to a PSTN CO or to a PBXthat does not supportor need digital signaling. Astandard RJ-11 modular telephone cable connects the FXO voice interface cardto thePSTN or PBX through a telephone wall outlet.

• Ear and mouth (E&M) interfaces: Trunk circuitsconnect telephone switchesto oneanother: they do notconnect end-user equipment to the network. Themostcommon formof analog trunk circuit is the E&M interface, which uses special signaling paths that areseparate from thetrunk audio pathto convey information aboutthecalls.

>2010 Cisco Systems, Inc Overview of Cisco Unfiled Communications Solutions

Digital CircuitsThis figure describes the different digital circuits that can be used with Cisco routers.

Diqita! Circuits

For enterprise networks, digital circuits are typically-used to connect to the PSTN:

* Bearer channels are used for the transport of data or voice;data channels are used for signaling information.

* Digital circuits are used to conned to the PSTN or for trunkstoother PBXs.

* Time division multiplexing is used on digital circuits.

- Signaling is Channel Associated Signaling (CAS) or CommonChannel Signaling (CCS).

T1, El.orBRIPSTN

Digital voice ports are used in traditional PBX deployments andpacket voice networks, mainlyto connect to thedigital, circuit-switched telephone network, or to traditional PBXs. Thedigitalvoice port interfaces thatconnect the router or access server to Tl, FT, or ISDN BRI lines passvoice data and signaling between the packet network and the circuit-switched network.

There are three tvpes of digital voice circuits that aresupported on Cisco voice gateways asfollows:

• Tl: Usestime-division multiplexing (TDM) to transmit digitaldata usingchannelassociated signaling (CAS) or common channel signaling (CCS).

• F.I: Uses I DM to transmit digital data over 30 voice channels using CAS or CCS.

• BRI: Commonlv used in hurope for smaller branch offices lo provide digital connectionsto the CO switch with two bearer (B) channels and one data (D) channel, using CCS.

1-40 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

Overview of Converged Voice NetworksThis topic describes the different components in aconverged voice network.

Converged Voice Networks

HQ

Cisco Unified

Communications

Manager

WAN

^/^;isco UnifiedCommunications

Manager Express

Branch

Cisco Unified IP

Communicator

The figure presents the basic components ofaconverged voice network, which are:

• Endpoints: IP phones. Cisco Unified Personal Communicator, and Cisco Unified IPCommunicator are IP endpoints for voicecommunication.

• Gateway: The gateway provides translation between different VoIP networks orVoIP andnon-VoIP networks such as the PSTN. Gateways alsoprovide physical access for localanalog and digital voice devices such astelephones, fax machines, and PBXs.

• Cisco Inified Communications Manager and Cisco Unified CommunicationsManager Express: These call processing units provide endpoint registration, call control,and signaling.

• Cisco Unity Connection: Provides voice-mail functionality and integration with otherapplication serverslike MicrosoftExchange.

• Cisco Inified Presence: Enables presence awareness and instantmessaging.

Other components, such as software voice applications, interactive voice response (IVR)systems, third-party phones, and softphones provide additional services to meet the needs ofanenterprise site.

i 2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions

VoIP Provider Connect

1-42

This figure describes theconnection to a VoIP provider.

VoIP Provider Connect

A Cisco Unified Border Element interconnects VoIPnetworks, for example to a VoIP Service Provider:

Connects different

VoIP Networks

IP Network IP Network

Cisco Unified Border

Elemenl

• A Cisco Unified Border Element is implemented on Cisco IOS gateways

• Demarcation point for billing, security. NAT, etc

• Supports media flow-through (default) and media flow-around

• Provides codec negotiation and video integration

A lelco prov ider can connect the enterprise to the PSTN with VoIP trunks. VoIP trunks areeasyto configure. Whencomparing VoIP trunkswith traditional trunks, such as a digitalTl or Tlcircuit, the following characteristics can be outlined:

• Cost savings areone of the biggest benefits of VoIP trunks because thecostper line istypically lesswith VoIP trunks than with traditional circuits. VoIP trunks typically alsohave lower rates for long distance.

• VoIP trunks can use the bandw idth that is guaranteed to the voice traffic for data whenvoice is not utilizing the bandwidth. This procedure requires properimplementation ofquality of service (QoS).

• Internet telephony service provider (fl'SP) trunks are usually Session Initiation Protocol(SIP) based, although the ITSP can use 11.323.

Cisco Unified Border Element is a demarcation point. Cisco IInified Border Flement providescall routing, signaling, andcall control capabilities between twoVoIP networks. Forexample,it prov ides thesecapabilities between an enterprise and a VoIP providernetwork orinterconnects two enterprise networks.

Cisco Unified BorderFlementterminates and reoriginates both signaling (11.323 and SIP) andmedia streams Real-Time Transport Protocol (RTP)and Real-Time Transport Control Protocol(RTCP) while performing border interconnection services between IP networks. Cisco UnifiedBorderFlementwas formerly known as Cisco Multiservice IP-to-lP Gateway. Cisco UnifiedBorder Flement. in addition to other Cisco IOS Software features, includes Session BorderController (SBC) functions that helpenableend-to-end IP-based transport of voice, video,anddata between independent unified communications networks.

Cisco Unified Border Flementcan process calls that arc controlled by SIP or 11.323. Thisprocessing also includes the ability lo interconnect VoIPnetworks usingdifferentsignalingprotocols as follows:

Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.

• 11.323-to-SlP interworking

• H.323-to-H.323 interworking

• SIP-to-SIP interworking

Cisco Unified Border Element also provides these features:

• Media interworking like dual tone multifrequency (DTMF). fax. modem, and codectranscoding

• Address and port translations (privacy and topology hiding)

• Billing and Call Detail Records (CDRs) normalization• QoS and bandwidth management like marking, using differentiated services code point

(DSCP) or type of service (ToS), and bandwidth enforcement using Resource ReservationProtocol (RSVP) and codec filtering

i2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions 1-43

VoIP Protocols

This table describes the different VoIP protocols (hat are used in aconverged network.

VoIP Protocols

intraditional networks, different signaling protocols exist fordevice control in an IP-based network:

H.323

SIP

MGCP

SCCP

ITU standard protocol for interactive conferencing;evolved from H.320 ISDN standard; decentralized diatplan

IETF protocol for nteractive and non interactiveconferencing;decentralized dalplan

IETFstandard for PSTN gateway control; centralizeddialplan

Cisco proprietary protocol used between Unified CM andIP phones or to controlFXS ports

VoIP uses several control signaling protocols and call signaling protocols:

• H.323: 11.323 is a standard that specifies the components, protocols, and procedures thatprov ide multimedia communication services—real-time audio, video, and datacommunications—over packet networks, including IP networks. H.323 is part ofa familyof ITU-1 recommendations that arccalled 11.32\ that provides multimedia communicationservices o\er various networks. It is actually an umbrella of standards (bat define allaspects of synchronized voice,video, anddata transmission. It also definesend-to-end callsignaling. With H.323. gateways can be used for digit translation ormanipulation and areable toroute calls onspecific rules. The use ofgateways for digit translation andmanipulation is called adecentralized dial plan. For example, an H.323 gateway in adifferent country can have other digit manipulation rules to match national dial planrequirements.

• SIP: SIP is adetailed protocol that specifics the commands and responses to set up and teardown calls. SIP also provides features such as security. SIP and its partner protocols.Session Announcement Protocol (SAP) and Session Description Protocol (SDP). provideannouncements and information about multicast sessions to users on a network. SIP definesend-to-end call signaling between devices. SIP is atext-based protocol that borrows manyelements of HIIP. using the same transaction request and response model and similarheader and response codes. It also adopts amodified form ofthe UR1. addressing schemethat is used within email, which is based on Simple Mail Transfer Protocol (SMTP). SIP isalsoused to prov idedecentralized dial plan features.

1-44 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O '2010 Cisco Systems, Inc

Media Gateway Control Protocol (MGCP): MGCP is amethod for PSTN gatewaycontrol or thin dev ice control. Specified in RFC 2705. MGCP defines aprotocol thatcontrols VoIP gateways that are connected to external call control devices, which arereferred to as call agents. MGCP provides the signaling capability for less expensive edgedevices, such as gateways, which may not have acomplete voice-signaling protocol such asH.323 implemented. For example, any time an event such as off hook occurs at the voiceport of agatewav. the voice port reports that event to the call agent. The call agent thensignals that device to provide aservice, such as dial-tone signaling, With MGCP, all callrouting decisions are made by the central call processing unit, for example, the CiscoUnified Communications Manager. This process allows centralized management ofcallrules and digit manipulation toprovide a central dial plan.

Skinnv Client Control Protocol (SCCP): SCCP isaCisco proprietary protocol that isusedbetween Cisco Unified Communications Manager and Cisco VoIP phones. The end stations(telephones) that use SCCP are called skinny clients, which consume less processingoverhead. SCCP can also be used tocontrol FXS ports in a router loprovide supplementaryfeatures.

)2010 Cisco Systems. Inc. Overview ofCisco Unified Communications Solutions 1-45

Digital Signal ProcessorsThis figure describes the function ofdigital signal processors (DSPs

Digital Signaling Processors

The DSP chipperforms sampling, quantization, encoding, andoptional compression.

DSPsare used in both directions to convert from a traditional analogor digital voice signal to VoIP, and vice versa

The numberofsimultaneous calls that a chip can process dependson the type of DSP and the codecs that are being used.

DSPs

PSTNAnalog or Digital IP Packets

IP

DSP chip, for examplePVOM2orPVDM3

A DSP isa specialized microprocessor that isdesigned specifically for digital signalprocessing, DSPs enableCisco platforms to efficiently process digital voice traffic. DSPs on arouterprov ide stream-to-packet signalprocessing functionality that includes voicecompression, echocancellation, andtone- andvoice-activity defection. With the Packet VoiceDSP Module 3(PVDM3) modules. Cisco offers multiple power-saving modes, including apower-saver mode when the module is not in use. In power-saver mode, each PVDM3can saveup to 5 watts of power.

Note PVDM3 modules are not supported ontheexisting Cisco 2800 and3800 Series IntegratedServices Routers.

The fourmajor functions of DSPs in a voicegateway are as follows:

• Transcoding: The direct digital-to-digital conversion from one codec lo another.Transcoding compresses anddecompresses voice streams to match endpoint devicecapabilities. Transcoding is required when an incoming voice stream is digitized andcompressed (witha codec) to save bandwidth. But the local device does not supportthattype of compression. Ideally, all IP telephony devices wouldsupportthe same codecs,butthis is not the case. Rather, different devices support different codecs. Transcoding isprocessed by DSPson the DSPfarm: sessionsare initiated and managed by Cisco UnifiedCommunications Manager. Cisco Unified Communications Manager alsorefers totranscoders as hardware MediaTermination Points(MTPs). If an application or servicecanprocess only one specific codec type, which is usually G.711, a G.729 call from a remotesite must be transcoded to G.71 1.This transcoding can only be done using DSPresources.Because applications and sen icesare often hosted at mainsites. DSPtranscoding resourcesare most common in central sites.

1-46 Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.

Voice termination: Applies to acall that has two call legs, one leg on atime-divisionmultiplexing (TDM) interface and the second leg on aVoIP connection, fhe IDM legmust be terminated bv hardware that performs coding, decoding, and packctization ol thestream DSPs perform this termination function. ADSP also provides echo cancellation,voice activity detection (VAD). and jitter management at the same time that it performsvoice termination.

-Vudio conferencing: In atraditional circuit-switched voice network, all voice traffic goesthrough acentral device (such as aPBX system), which provides audio conferencingservices as well Because IP phones transmit voice traffic directly between phones, anetwork-based conference bridge is required to facilitate multiparty conferences. Aconference bridge is aresource that joins multiple participants into asingle call. It can ^accept any number of connections for agiven conference, up to the maximum number ofstreams that are allowed for a single conference on that device. There is aone-to-onecorrespondence between media streams that are connected lo aconference and participantsthat are connected to the conference. The conference bridge mixes the streams together andcreates aunique output stream for each connected party. The output stream lor agivenpartv is the composite of the streams from all connected parties minus their own inputstream. Hardware conference bridges are used in two environments. They can be used toincrease the conferencing capacity in acentral site without putting an additional load onCisco Unified Communications Manager servers, which can host software-basedconference bridges. More important, hardware conference bridges are also used in remotesites. Ifno remote-site conference resources are deployed, every conference will be routedtocentral resources, which sometimes results inexcessive WAN usage.MTP: An entitv that accepts two full-duplex voice streams using the same codec. It bridgesthe media streams together and allows them to be set up and torn down independently. Thestreaming data that is received from the input stream on one connection is passed to theoutput stream on the other connection, and vice versa. In addition, the MTP can be used totranscode a-law to mu-law and vice versa, oritcan be used to bridge two connections thatutilize different packctization periods (different packet sizes). MTPs are also used toprovide further processing ofacall, for example. DTMF conversion. There are severalmethods for sending DTMF over IP. Two communicating endpoints might not support thesame DTMF format. In these cases, an MTP in the media path can convert DTMF signalsfrom the format ofone endpoint tothe format ofthe other endpoint.

.2010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-17

Voice Codecs

This figure describes the different standardized codecs in aconverged network.

Voice Codecs

The most common codecs used by Cisco products are:G.711 G.722 1BC iSAC

Bandwidth

•withoutoveriead

64

ktVs64

kb/s13.3

kb/s10-32

kb/s

G.729

kb/s

• G 711 is used in LANs and G.729 on WAN connections

G722offers wideband voice with low DSP processing requirementsiLBC isoptimized for WAN and Internet audio streams (packet loss).iSAC is a wideband codec with high audio quality thatis supportedwith Cisco Unified IP Phone 8900 and 9900 Series and Cisco UnifiedCSF clients.

G 729 can be implementedwith VAD* and CNG"as G.729Annex B.

"VAD- Voice Activity Detection-CNG = Comfort Noise Generation

Acodec is asoftware algorithm that compresses and decompresses speech or audio signals,fhere are many standardized codecs thatarc used in VoIP networks.

G.711 is an ITU-T standard that uses pulse code modulation (PCM) to encode analog signalsinto adigital representation by regularly sampling the magnitude ofthe signal at uniformintervals, and then quantizing it into aseries ofsymbols in adigital (usual! vbinary) code. Thevoice samples created by the PCM process generate 64 kb/s ofdata. This data is carried acrossa network for a G.71 1 call.

G.722 is a I'll '-T standard wideband speech codec operating at48. 56. and 64 kb/s. G.722 istypically used in LAN deployments, where the required bandwidth is not prohibitive, and offersa significant improvement in audio quality over older narrowband codecs such asG.711.without causing an excessive increase in implementation complexity. Cisco UnifiedCommunicalions Manager calculates G.722 with 64 kb/s.

Internet Low Bitratc Codec (iLBC) isa speech codec that is suitable for robust voicecommunication over IP. The codec is designed for narrowband speech and results in apavloadbit rate of 13.3 kb/s. The CPU load is like die CI729A. with higher quality and better responseto packet loss. Ifthere are lost frames. iLBC processes voice quality issues through gracefulspeech quality degradation. Iost frames often occur with lost or delayed IP packets. Ordinarylow-bit-rate codecs exploit dependencies between speech frames, which unfortunately results inerror propagation when packets are lost ordelayed. In contrast. iLBC-encoded speech frame;,are independent and so this problem will not occur.

Internet Speech Audio Codec (iSAC) is awideband speech codec that is robust to packet jitter(delay variation) and packet loss, fhe complexity iscomparable to G.722 at lower bit rales.iSAC has an adaptive and variable bit rate (10 to32 kb/s). Cisco Unified CommunicationsManager calculates iSAC with 32 kb/s.

Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010Cisco Systems. Inc.

G.729 is the compression algorithm that Cisco uses for high-quality 8-kb/s voice. G.729 is ahigh-complexity, processor-intensive compression algorithm that monopolizes processingresources.

Although G.729A is also an 8-kb/s compression algorithm, it is not as processor-intensive asG.729. G.729A is amedium-complexity variant of(i.729 with slightly lower voice quality andis more susceptible to network irregularities such as delay, variation, and "tandeming."Tandeming causes distortion that occurs when speech is coded, decoded, then coded anddecoded again, much like the distortion that occurs when avideotape is repeatedly copied.fhe Annex Bvariant ofG.729 is also a high-complexity algorithm that adds VAD and comfortnoise generation (CNG) to the codec. VAD detects silence that occurs in typical conversations.This silence is present when one end is talking and the other is listening. The listening end canhave the RTP stream that is going toward the talker temporarily suppressed. The benefit ofthissuppression is an approximate 35 percent savings in bandwidth. The RTP stream is reactivatedupon the detection of sound on the listening end, which can cause clipping of the first syllablewhen the RTP stream restarts. With traditional voice circuits, users are used tohearing whitenoise. When users switch todigital circuits, the lack ofwhite noise can bemistaken for adisconnection. CNG inserts white noise into the line loaccommodate users who are changingfrom traditional voice circuits.

G.729AB is a medium-complexity variant ofG.729B with slightly lower voice quality.

)2010 Cisco Systems, Inc Overview ofCisco Unified Communications Solutions 1-49

RTP and RTCP

This figure describes the difTcrent protocols for transporting voice and video traffic over an 1P-hascd network.

RTP and RTCP

RTP provides end-to-end delivery sen/ices fordelay-sensitivedata, such as voice and video.

Randomly picks even ports from UDP port range 16384 lo32767.

RTCP provides out-of-band statistics and control information.

The data flow is paired with the RTP stream and uses thesame port as the RTP stream plus 1.

Secure RTP (SRTP) encrypts the voice stream.

Layer 2Header

IP

Header

UDP

Header

RTP

Header

Voice

• 'ayloa J

RTP prov ides end-to-end network transport functions that are intended for applicationstransmitting real-time requirements, such as audio and video. Those functions include payload-typc identification, sequence numbering, time stamping, and delivery monitoring. RTPtypically runs in addition to User Datagram Protocol (UDP) so that itcan use the multiplexingand checksum sen ices of that protocol. RIP does not have a standard TCP or UDP port onwhich it communicates. The only standard that it obeys is that UDP communications arc doneusing an even port, and the next higher odd port is used for RTCP communications. Althoughthere arc no standards that are assigned. RTP isgenerally configured to use ports 16384 to32767.

RIP is frequently used with Real Time Streaming Protocol (RTSP) in streaming mediasystems. RTP isalso used with H.323 or SIP in videoconferencing and push-to-talk systems,this wide applicability makes RTP an essential part ofa VoIP technical foundation. RTP goesalong with RTCP. and it is built in addition to UDP. Applications that use RTP arc lesssensitive to packet loss butare typically very sensitive to delays, so UDP is a better choice thanTCP for such applications.

RTP is a critical component of VoIP because it enables the destination device to reorder andretime the voicepackets before they are playedout lo the user. An RTP headercontains a timestamp and sequence number, which allows the receiving device lo buffer and to remove jitterand latency by sv nchronizing the packets to playback a continuous stream of sound. RTP usessequence numbers to orderthe packets only. RTP doesnot request retransmission if a packet islost.

1-50 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc.

RTCP provides amechanism for hosts that arc involved in an RTP session to exchangeinformation about monitoring and controlling the session. RTCP monitors the quality olZents such as packet count, packet loss, delay, and jitter. RTCP transmits packets as apercentage of session bandwidth, but at aspecific rate of al least every 5seconds.SR rP encrypts the RTP data in both unicast and multicast applications. SRTP uses AdvancedEncryption Standard (AES). for audio stream encryption.

.2010 Cisco Systems, Inc Overview of Cisco Unified Communions Solutions 1-51

Overview of Packet-Oriented NetworksThis topic describes the advantages ofapacket-oriented network.

Packet Requirements

Diliereni data has different requirements. Voice traffic usually generates asmooth demand onbandwidth and has minimal impact on other traffic as long as the voice traffic is managedWhile voice packets are typically small (60 to 200 bytes), they cannot tolerate delay or drops.1he result ofdelays and drops are poor, and often unacceptable, voice quality,fhe QoS requirements for data traffic vary greatly. Different applications may make verydifferent demands on the network—for example, a human resources application versus anautomated teller machine application. Even dilfercnl versions ofthe same application mav havevarying network traffic characteristics.

While data traffic can demonstrate cither smooth or bursty characteristics depending upon theapplication, data traffic differs from voice and video in terms ofdelay and drop sensitivity.Almost all data applications can tolerate some delay and generally can tolerate high drop'ratcs.Because data traffic can tolerate drops, the retransmit capabilities of TCP become important. Asa result, many data applications use TCP.

In enterprise networks, important (business-critical) applications are usually casv lo identifv.Most applications can be identified based on TCP or UDP pott numbers. Some applications usedynamic port numbers that, to some extent, make classifications more diflicull. Cisco IOSSoftware supports Network-Based Application Recognition (NBAR). which can be used torecognize dynamic port applications.

Videoconferencing applications also have stringent QoS requirements very like therequirements for voice. Hut videoconferencing traffic is often bursty and greedy in nature and.asa result, can impact other traffic. Therefore, it isimportant lounderstand thevideoconferencing requirements for anetwork and to provision carefully for thoserequirements.

1-52 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc

Advantages and Drawbacks of Packet-Oriented Networksfhere are several advantages and drawbacks that are presented in packet-oriented networks.

Advantages and Drawbacks of Packet-Oriented Networks

Merging different traffic streams to a single network canlead to a number of service-quality issues:• Lack ofbandwidth: Multiple, simultaneousflows compete fora

limited amount of bandwidth.

• Delay issues: End-to-end delay occurswhen packets musttraverse manynetwork devices and linksthat add up to theoverall delay.

• Jitter: The variability oftimethat packets need through thenetwork is called "jitter," which occurs as a result ofdifferentnetwork load or paths.

• Packet loss: Packets might be dropped when a link is congested.

The four biggest problems facing converged enterprise networks are asfollows:

• Lack of bandwidth: Merging different traffic streams to an IP-based network can lead tobandwidth capacity problems—for example, large graphics files or multimedia users.Increased useof voice andvideo endpoints canalso cause bandwidth capacity problemsover data networks.

• Delay issues: Delay isthe time that it takes for a packet toreach the receiving endpointafter being transmitted from the sending endpoint. This time iscalled the "end-to-enddelay." and consists of two components:

— Fixed networkdelay: Two types of fixed delays areserialization and propagationdelays. Serialization isthe process ofplacing bits onthe circuit. The higher thecircuit speed, the less time it takes toplace the bits onthecircuit. Therefore, thehigher the speed of the link, the less serialization delay isincurred. Propagationdelay is the time that il lakes for frames to transit the physical media.

— Variable network delay: Processing delay is a type of variabledelay, and is thetime required for a networking device to look uptheroute, change the header, andcomplete other switching tasks. Insome cases, thepacket must also bemanipulated—for example, when the encapsulation type or the hop count must bechanged. Each of these steps can contribute to theprocessing delay.

• Jitter: Jitter is the della. or difference, in the total end-to-end delay values of two voicepackets inthe voice flow. Jitter occurs asa result ofdifTcrent network paths ordifferentnetwork load.

• Packet loss: Loss of packets is usually caused by congestion in the WAN, resulting inspeech dropouts ora stutter effect if the playout side tries toaccommodate by repeatingprevious packets.

i 2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions

Quality of Service RecommendationsThis figure describes the different QoS recommendations for voice and video traffic.

QoS Recommendations

Voice and video traffic has extremely strict QoS requirements:

QoS issues i Recommendation

Latency < 150 ms

Jitter <30ms

Loss <1 %

Bandwidth requirements for voice and video depend on thecodec and overhead.

Video streams need an additional 20 percent bandwidth.

Voiceand video packets can tolerate no more than a 150-ms delay (G.114 one-wayrequirement) and less than one percentpacket loss. Jitterdelay shouldnotexceed 30 ins.

Depending on the codec and Layer 2 protocol, a typical voice call will require 17 to 106 kb/sofguaranteed priority bandwidth plus an additional 150b/s per call for voice-control traffic.Multiplying these bandwidth requirements limes the maximum number of calls dial areexpected during the busiest time period will provide an indication of the overall bandwidth thatis required for voice traffic.

The minimum bandwidth fora videoconferencing stream wouldrequire the actual bandwidth ofthe stream (dependent upon the typeof videoconferencing codecbeing used)plussomeoverhead. Torexample, a 384-kb/s video stream would actually require a total of 460 kb/s ofpriority bandwidth,

Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc

Link Fragmentation and InterleavingThis figure describes the link fragmentation and interleaving mechanism.

Link Fragmentation and Interleaving

• 1500 bytes need 214 mstobetransmitted ona 56 kb/s link.• Frames are fragmented into smaller packets.• Fragmented packets are interleaved tominimize thedelay.• Used for Multilink PPP or Frame Relay.

* Traffic increases due to more frame overhead.

Frame Relay

mData lO

FRF. 12

Link fragmentation and interleaving (LFI) are a Layer 2 techniques inwhich large frames arebroken into smaller, equally sized fragments, and transmitted over the link inan interleavedfashion with more latency-sensitive traffic flows (like VoIP). Using LFI, smaller frames areprioritized, and a mixture offragments is sent over the link. LFI reduces the queuing delay ofsmall frames because the frames are sent almost immediately. Link fragmentation, therefore,reduces delay and jitter by expediting the transfer ofsmaller frames through the hardwaretransmit (Tx) queue. The LFI methods available include Multilink PPP (MLP), Frame RelayFragmentation Implementation Agreement (FRF.12), and FRF.I I Annex C.

Note LFI is nota technique to save bandwidth. Every newsmaller, equally sized fragment has itsown new header, which increases the overall required bandwidth.

) 2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions 1-55

Compression MethodsI'his figure describes the different compression methods.

Compression Methods

Header Compression

Used to compress RTP headers for efficient real-time transport ofdata.

Performed on a link-by-link basis

Reduces size of voice packet headers from40 bytes to 2 or 4 bytes(CRC)

G 729 calls over Frame Relay can be reduced from 28 kb/s to 14 kb/s

Payload Compression

CPU-intensive task that may add per-packet delay.

Advantage depends on the complexityof the payload compressionalgorithm.

RI P includes a dataportion anda header portion. Thedataportion of RTP is a thinprotocolthat provides support for the real-time properties of applications, such as continuous media,including timing reconstruction, loss detection, andcontent identification. Theheader portionof RTP is considerably largerthan the dataportion.The headerportion consists of an IPsegment, a UDP segment, andan RTP segment. Given the size of the IP/UDP/RTP segmentcombinations, it is inefficient to send the IP/UDP/RTP headerwithoutcompressing it.

Theminimum 20 bytes of the IPsegment that is combined with the8 bytes of the UDPsegment and the 12 bytes of the RTP segment, create a 40-byte IP/UDP/RTP header. The RTPpacket has a pav load of approximately 20 to 160bytes for audioapplications that usecompressed pay loads.

The RTP header compression feature compresses the IP/UDP/RTP header in an RTP dalapacket from 40 bytes to approximately 2 to 4 bytes.

RTPheadercompression accomplishes majorgains in terms of packetcompression becausealthough several fields in the header change in every packet, the difference in header fields (forexample, the Sequence Number) duringan RTP stream from packet to packet is often the sameand predictable. Therefore, the second-order differenee is zero.The decompressor canreconstruct the original header without any loss of information.

RIP header compression also reduces overhead for multimedia RTP traffic. The reduction inoverhead results in a corresponding reduction in delay. RTP header compression is especiallybeneficial when the RIP pay load si/c is small, for example, for compressed audio payloads of20to50bvtes.

1-56 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ) 2010 Cisco Systems, Inc.

RTP header compression can be used for media-on-demand and interactive services such asInternet telcphonv. RTP header compression provides support for real-time conferencing olgroups of anv si/'c within the Internet. This support includes source identification support lorgatevvav ssuch as audio and video bridges, and support for multicast-to-un,cast translators. RI Pheader compression can benefit both telephony voice and multicast backbone applicationsrunningover slow links.Usin* RTP header compression on any high-speed interfaces—that is. anything over Tlspeed—is not recommended. Any bandwidth savings that is achieved with RTP headercompression may be offset by an increase in CPU utilization on the router.Laver 2pavload compression is aCPU-intensive task and can add per-packet compressiondelav due to the application of the compression method to each frame. The serialization delay,however, is reduced because the resulting frame is smaller. Serialization delay is the fixeddelav that is required to clock the frame onto the network interface. Depending on thecomplexity of the Layer 2payload compression algorithm, overall latency might be reduced,especially on low-speed links.Cisco routers support hardware-assisted compression to reduce the CPU load and the Layer 2payload compression delay.

)2010 Cisco Systems, Inc. Overview of Cisco Unified Communications Solutions 1-57

Quality of Service ModelsThis figure describes the different quality ofservice models.

Quality of Service Models

There are three different models for deploying QoS in anetwork:

• Best-effort model

No QoS applied to packetsDefault model for all traffic

* Integrated Services model (IntServ)Offers absolute QoS guarantees by explicitly reservinqbandwidth

Uses RSVP to reserve network resources* Differentiated services model (DiffServ)

Allows classification of network traffic

QoS policy enforces differentiated treatmentof traffic classesMany levels ofqualitypossibleCommonly used in enterprise networks

There are three different models av ailable for deploying QoS in a packet-oriented network:• Best-effort: With the best-effort model. QoS is not applied to packets. Ifit is not important

when orhow packets arrive, the best-effort model isappropriate. Best-effort isthe defaultfor all router models if noQoS isdeployed.

• Integrated Services (IntServ): IntServ can provide very high QoS to IP packets.Essentially, applications signal to the network that they will require special QoS for thattime and that bandw idth is reserved. With IntServ. packet delivery is guaranteed. Ilowever.the use ofIntServ can severely limit the scalability ofanetwork. IntServ is amultiple-service model that can accommodate multiple QoS requirements. IntServ inherits theconnection-oriented approach from telephony network design. Hvery individualcommunication must explicitly specify its traffic descriptor and requested resources tothenetwork. Ihe edge router performs admission control loensure that available resources aresufficient in the network. Tiie IntServ standard assumes that routers along apath set andmaintain the state for each individual communication.

fhe role of RSVP inthe Cisco QoS architecture islo provide resource admission controllor VoIP networks. Ifresources are available. RSVP accepts a reservation and installs atraffic classifier in the QoS forwarding path. The traffic classifier tells the QoS forwardingpath how to classify packets from aparticular flow and what forwarding treatment toprov ide.

In the IntServ model, the application requests a specific kind ofservice from the networkbefore sending data. The application informs the network ofits traffic profile and requests aparticular kind ofsenice that can satisfy its bandwidth and delay requirements. Theapplication isexpected tosend data only after it gets a confirmation from the network. Theapplication is also expected to send data that lies within its described traffic profile.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010Cisco Systems. Inc.

Differentiated services (DiflServ): DiffServ provides the greatest scalability andflexibility in implementing QoS in anetwork. Network devices recognize traffic classesand provide different levels of QoS to different traffic classes. DilTServ was designed toovercome the limitations ofboth the best-effort and IntServ models. DilTServ can providean "almost guaranteed" QoS. while being cost-effective and scalable still.DiffServ is like aconcept known as "soft QoS.'" With soft QoS. QoS mechanisms arc usedwithout prior signaling. In addition. QoS characteristics (bandwidth and delay, forexample), arc managed on ahop-by-hop basis by policies that are establishedindependently at each intermediate device in the network. The soft QoS approach is notconsidered an end-to-end QoS strategy because end-to-end guarantees cannot be enforced.However, soft QoS is amore scalable approach toimplementing QoS than hard QoS. Many(hundreds or potentially thousands) ofapplications can be mapped into asmall set ofclasses within which similar sets ofQoS behaviors are implemented. Although QoSmechanisms in this approach are enforced and applied on ahop-by-hop basis, uniformlyapply ing global meaning to each traffic class provides both flexibility and scalability.With DiffServ. network traffic is divided intoclasses that arebased on businessrequirements. Each ofthe classes can then be assigned adifferent level ofservice. As thepackets traverse anetwork, each ofthe network devices identifies the packet class andprovides service to the packet according to that class. Many levels ofservice can be chosenwith DiffServ. For example, voice traffic from IP phones is usually given preferentialtreatment over all other application traffic. Email is generally given best-effort service.Nonbusiness traffic can either be given very poor service or blocked entirely.

12010 Cisco Systems, Inc Overview of Cisco Unified Communications Solutions 1-59

Quality of Service MechanismsThis figure describes thedifferent quality of service mechanisms.

Quality of Service Mechanisms

• Classification Each class-oriented QoS mechanism mustsupport some type of classification, forexample DSCP.

* Markrno Used to mark packets based on classification,metering, or both.

• Congestion management' Each interface must have aqueuing mechanismto prioritize transmission of packets.

• Congestion avoidance Used to drop packets early to avoidcongestion later in the network.

* Pohong and shaping1 Used to enforce a rate limit based onthe metering. Excess traffic is either dropped, marked, ordelayed.

* Link efficiency Used to improve bandwidth efficiency throughcompression, link fragmentation, and interleaving.

The maincategories of toolsthat are used to implement QoS in a network are as follows:

• Classification and marking: This mechanism involves identifying and splitting of trafficinto different classes and the marking ofirafllc according lobehavior and business policies.Classification can be done using existing and trusted differentiated services code point(DSCP) values on the incoming interface or it can be identified with Network-RasedApplication Recognition (NBAR).

• Congestion management: Thismechanism involves the prioritization, protection, andisolation of traffic that is based on markings. Congestion management can beperformedwith weighted round robin (WRR) and modified deficit round robin (MDRK).

• Congestion avoidance: This mechanism discards specific packets thai are basedonmarkings toavoid network congestion. Common techniques arcrandom early detection(RED) and weighted random early detection (WRI-D).

• Policing and shaping: These aretraffic conditioning mechanisms that police traffic bydropping noncompliant traffic tomaintain network integrity. These mechanisms also shapetraffic to control bursts by queuing traffic.

• Link efficiency: Onetype of linkefficiency technology is packet header compression,which improves the bandwidth efficiency of a link. Another technology is LFI. which candecrease thejitter of voice transmission by reducing voicepacketdelay.

1-60 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 © 2010 Cisco Systems, Inc.

Applying Quality of Service to Input and Output InterfacesThis figure describes how quality of service is applied in apacket-oriented network on inputand output interfaces.

Applying Quality ofService to Input andOutput Interfaces

(Always)

(As close to thesource as possible)

(Coming from ahigher-speed linkoraggregation)

Marking Marking

CongestionAvoidance

Shaping»

Policing

Compression

Fragmentationand interleaving

(High-speed to low-speed links oraggregation points)

(Goingto lower-speedlinks or from points ofaggregation)

(Low-speedWAN links)

In aQoS-enabled network, classification is performed on every input interface. Marking shouldbe performed as close to the network edge as possible—in the originating network device, ifpossible. Devices farther from the edge of the network, such as routers and switches, can beconfigured to trust or not trust the markings that are made by devices on the edge of thenetwork. An IP phone, for example, will not trust the markings ofan attached PC, while aswitch will generally be configured to trust the markings ofan attached IP phone.Itmakes sense touse congestion management, congestion avoidance, and traffic-shapingmechanisms on output interfaces. These mechanisms help maintain smooth operation oflinksby controlling how much and which type oftraffic is allowed on alink. On some router andsv'vitch platforms, congestion management mechanisms, such as weighted round robin (WRR).can be appliedon the input interface.

Congestion avoidance is typically employed on an output interface wherever there is achancethat ahigh-speed link or aggregation oflinks feeds into aslower link, for example, a LANfeeding into a WAN.

Policing and shaping are typically employed on output interfaces to control the flow of trafficfrom ahigh-speed link to lower-speed links. Policing is also employed on input interfaces tocontrol the flow into a network device from ahigh-speed link by dropping excess low-prioritypackets.

Both compression and LFI are typically used on slower-speed WAN links between sites loimprove bandwidth efficiency.

) 2010 Cisco Systems. Inc.Overviewof Cisco Unified Communications Solutions 1-61

Queuing Algorithms

1-62

This figure describes the different queuing algorithms.

Queuing Algorithm:

• FIFO

Firstpacket in is first packet out; onlyone queue• Priority queuing (PQ)

Empty queue 1, if queue 1 isempty, then dispatchpackets fromqueue 2, and so on

• Weightedfairqueuing (WFQ)

Flow-based algonthm that simultaneouslyschedules interactive trafficto the front of a queue

* Class-based weightedfairqueuing (CBWFQ)

• Extends WFQ functionalityto provide support for user-defined trafficclasses

• Low-latency queuing (LLQ)

Bringsstrict PQ to CBWFQ;allows delay-sensitive data like voice tobe dequeued and transmitted before packets inotherqueues aredequeued

Queuing algorithms are the following:

• FIFO: FIFO is the simplest queuing algorithm. Packets are placed into asingle queue andserv iced in the order they were received. All individual queues are, in fact. FIFO queues.Other queuing methods rely upon FIFO asthe congestion management mechanism forsingle queues, while using multiple queues toperform more advanced functions such asprioritization.

• Priority queuing (PQ): 'I he PQ algorithm is also quite simple, liach packet is assigned apriority and placed into a hierarchy ofqueues that are based on the assigned priority. Whenthere are no more packets in the highest queue, the next lower queue isserviced. Packetsare then dispatched from the next-highest queue until either the queue is empty oranotherpacket arrives for a higher PQ.

Packets will be dispatched from a lower queue only vvhen all higher-priority queues areempty. Ifa packet arrives for a higher queue, the packet from the higher queue isdispatched before any packets in lower-level queues.

The problem with PQ is that packets waiting in the lower-priority queues may never bedispatched ifa steady stream ofpackets continues loarrive for aqueue with a higherpriority.

• Weighted fair queuing (WFQ): WFQ is a flow-based algorithm that simultaneouslyschedules interactive traffic to the from ofa queue to reduce response time and shares theremaining bandwidth among high-bandwidth flows in a fair manner. Classificationidentifies a flow and assigns a queueto the flow.

Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8 0 ©2010Cisco Systems, Inc.

Weight is used for scheduling lo give proportionately more bandwidth to Hows with ahigher priority. The tail-dropping scheme is improved so that it drops packets of he mostaggressiv eflows. WFQ uses afixed number of queues. The hash function is used to assignaqueue to aflow. There are eight additional queues for system packets and optional* up to1000 queues for RSVP flows. The number of dynamic queues that are used by WFQ-is bydefault based on the interface bandwidth. Using the default interface bandwidth. WFQ uses256 dynamic queues. The number of queues can be configured in the range between 16 and4096 (the number must bea power of2).Class-based weighted fair queuing (CBWFQ): CBWFQ extends ^e standard WFQfunctionality to provide support for user-defined traffic classes. With CBWPQ. theadministrator defines the traffic classes that are based on match criteria, includingprotocols access control lists (ACLs). and input interfaces. Packets that sal.sty the matchcriteria for aclass constitute the traffic for that class. Aqueue is reserved for each class,and traffic belonging toa class isdirected tothat class queue.After aclass has been defined according lo its match criteria, characteristics can beassigned to it Bandwidth, weight, and maximum packet limit can be assigned tocharacterize aclass. The bandwidth assigned to aclass is the minimum bandwidthdelivered to the classduringcongestion.

To characterize aclass, the queue limit must also be defined for that class, which is themaximum number ofpackets allowed to accumulate in the class queue. Packets belongingto aclass are subject to the bandwidth and queue limits that characterize the class. After aqueue has reached its configured queue limit, enqueuing of additional packets to the classcauses tail drop or random packet drop lo take effect, depending on how the class policy isconfigured.

Low-latency queuing (LLQ): Although WFQ provides afair share ofbandwidth to everyflow and fair scheduling ofits queues, itcannot provide guaranteed bandwidth and lowdelav to selected applications. For example, voice traffic may still compete with otheraggressive flows in the WFQ queuing system because the WFQ system lacks priorityscheduling fortime-critical traffic classes.

The LLQ feature adds strict priority queuing to CBWFQ. Strict priority queuing allowsdelay-sensitive data such as voice lo be dequeued and sent first (before packets in otherqueues are dequeued), giving delay-sensitive data preferential treatment over other traffic.Without LLQ. CBWFQ provides weighted fair queuing based on defined classes with nostrict priority queue available for real-time traffic. CBWFQ allows you lo define atrafficclass andthen assign characteristics to thatclass.

For CBWFQ. the weight for apacket belonging to aspecific class is derived from thebandwidth that has been assigned to the class when itwas configured. Therefore, thebandwidth thai is assigned to the packets ofaclass determines the order in which packetsare sent. All packets are serviced fairly based on weight; no class ofpackets may begranted strict priority. This scheme poses problems for voice traffic, which is largelyintolerant ofdelay, especially variations in delay. For voice traffic, variations in delayintroduce irregularities oftransmission that are heard as jitter in the conversation.

»2010 Cisco Systems. Inc Overview of Cisco Unified Communications Solutions 1-63

SummaryTins topic summarizes the key points that were discussed in this lesson.

>urnmary

*Traditional PBX consists ofseveral components, like controlcards, station cards, and trunk cards, which use differentsignaling protocols lo connect to the PSTN. ACisco IOSgatewaycan terminate analog or digital circuits.

• Converged voice networks use different signaling protocolsfor control and signaling. RTP packets transport the audiostream, and the qualitydepends on the codec.

; Merging different traffic streams to a single network can leadto a number ofservice-quality issues, like delay orpacketloss. To prioritize voice and video traffic in a convergednetwork, use one ofthedifferent queuing mechanismsdiscussed in this lesson.

1-64 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Modi le Summary[his topic summarizes the key points that were discussed in this module.

Module Summary

• The Cisco Unified Communications solution includes differentcomponents, such as Cisco Unified CommunicationsManager and Cisco Unified Communications ManagerExpress for call processing, CiscoUnity Connection forvoice-mail features, and Cisco Unified Presence for providingpresence awareness.

• Ina packet-oriented network, QoS issues can affectthenetwork and can harm voice and video streams. It is criticalto understand the function of traditional telephonycomponentsto successfully deploy a VoIP-based system.

Inthis module, the basics arcexplained forCisco Unified Communications solution buildingblocks and their roles in a Cisco Unified Communications System. Also compared arctraditional with converged voice networks and the basic quality ofservice (QoS) considerationsin packet-oriented voice networks is explained.

References


• Cisco Unified Communications (IP Communications/VoIP)htlp:/7wvvAv.cisco.coni/en/US/pamier/netsol/ns64I/networking_solutions_packages_list.html

>2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions 1-65

Module Self-CheckUse the questions here to review what you learned in this module. The correct answers andsolutions are found in the Module Self-Check Answer Key.

Ql) Which two of the following are not main characteristics of Cisco UnifiedCommunications Manager Express? (Choose two.) (Source: Understanding theComponents ofa Cisco Unified Communications Solution)A) File transferB) SRSVC) IP telephonyD) TCL scripts

Q2) Which codec is supported by Cisco Unity Express audio streams? (Source:Understanding the Components ofaCisco Unified Communications Solution)A) G.722B) iLBCC) G.729abU) G.711

Q3) What is the signaling and session control protocol that flows between UnifiedCommunications Manager Express and the Cisco Unity Express module? (Source:Understanding the Components ofaCisco Unified Communications Solution)

A) SIPB) H.323C) RTPU) TCP

Q4) What isthe maximum number ofphones that are supported in a cluster? (Source:Understanding the Components ofa Cisco Unified Communications Solution)

A) 10.000

B) 15.000

C) 30.000D) 60.000

Q5) What are two types ofCisco Unified Communications Manager server functions thataredefined at thetimeof installation? (Choose Iwo.) (Source: Understanding theComponents of a Cisco Unified Communications Solution)

A) publisherB) monitorC) subscriberD) replicator

Q6) Which protocol is used for replication in a Cisco Unily Connection digital network?(Source: Understanding the Components ofaCisco Unified Communicalions Solution)A) IMAP

B) HTTP

C) SMTP

U) POP3

)2010 Cisco Systems. Inc Overview ofCisco Unified Communications Solutions

Q7) Which ofthe following is afeature of Cisco Unified Presence? (Source: Understandingthe Components ofaCisco Unified Communications Solution)A) geolocationB) message complianceC) busy lamp fieldD) presence-enabled call lists

QS) Which two ofthe follow ing are not analog circuits? (Choose two.) (Source:Understanding ihe Characteristics ofCisco Unified Communications Solutions)A) BRI

B) FXO

C) l&M

D) LI

Q9) The RUT' datafiow is paired with the RfPstream and uses (he same port as the RTPstream plus two. (Source: Understanding the Characteristics of Cisco UnifiedCommunications Solutions)

A) true

B) false

QIO) Which two ofthe following are compression methods? (Choose two.) (Source:Understanding the Characteristics of Cisco Unified Communicalions Solutions)A) payload compressionB) data compressionC) header compressionD) ICS compression

1-68 Introducing CiscoVoice and Unified Communications Administration (ICOMM] v8.0 ©2010 CiscoSystems. Inc.

Module Self-Check Answer KeyQU A, B

021 15

0-') A

Q4) C

05) | A.C

06) C

Q7) B

08) A. D

09) B

QIO) A,C

) 2010 Cisco Systems. Inc. Overview of Cisco Unified Communications Solutions

Module 2

Overview of Administrator and

End-User Interfaces

Overview"fhe Cisco Unified Communications system includes different administrative interfaces toconfigure end devices, system settings, and more, as well as platform maintenance and tools fortroubleshooting and system analysis. The Cisco Unified Communications system providesdifferent end-user interfaces. These interfaces allow end users lo interact with the Cisco Unified

Communications system and customize settings.

Module ObjectivesUpon completing this module, you will be able to provide an overview of administrator andend-user interface options in Cisco Unified Communications Manager. Cisco UnifiedCommunications Manager Express, Cisco Unity Express, Cisco Unity Connection, and CiscoUnified Presence. This ability includes being able lo meet these objectives:

• Describe the administrator interfaces of Cisco Unified Communications Manager. CiscoUnified Communications Manager Express. Cisco Unity Express. Cisco Unity Connection,and Cisco Unified Presence

• Describe the end user interfaces of Cisco Unified Communications Manager, Cisco UnifiedCommunications Manager Express. Cisco Unity Express, Cisco Unity Connection, andCisco Unified Presence

mm

Lesson 1

Understanding AdministratorInterfaces

Overview\ Cisco Unified Communications systems have different administrator interfaces, which are

commonTy used for administration and configuration tasks. This topic describes the availableinterfaces for administrators.

ObjectivesUpon completing this lesson, you will be able to describe the administrator interlaces; of CiscoUnified Communications Manager, Cisco Unified Communications Mj^f^^00Unity Express. Cisco Unity Connection, and Cisco Unified Presence. This ability includesbeing able lomeet these objectives:• Describe the Cisco Unified Communications Manager GUI and CLI• Describe the Cisco Unity Connection GUI and CLI

• Describe the Cisco Unified Presence GUI and CLI• Describe the Cisco Unified Communications Manager Express GUI. CLI. and Cisco

Configuration Professional tool. Describe the Cisco Unity Express GUI, CLI. and Cisco Configuration Professional tool

Cisco Unified Communications ManagerAdministrator Interfaces

This topic describes lum to access the different Cisco Unified Ointerlaces. ommunications Manager web

Cisco Unified CommunicationsManager Web interface

• Login to Cisco Unified CM Administratis https://<r*>de-IP>/ccmadmin• Use Navigation bo* toswitch between applications

•• !•• Cisco Unified CM Administration I

• Enter usemame and password

• After logging into the Cisco Unified CM Adminopens

.(., :,. dsco Unified CM Administration!

istration, the following GUI

mri ulCf* ?-lhC CiSC° i;ni'kd Communi«««™ Manager is only possible via secure HTTP(tl I IPS) and is grouped into fhe following five categories:

• Cisco Unified Communications Manager Administration• Cisco Unified Serviceabilitv

• Disaster Recovery System

• Cisco Unified Operating Svstem Administration

• Cisco Unified Reporting

The drop-down menu allows you to navigate among the various applications in Cisco UnifiedCommunications Manager.

When using the Navigation drop-down menu, click the Co button after making aselection fromthe menu. It the administrator is logged in to Cisco Unified Communicalions ManagerAdministration and then navigates to Cisco Unified Operating System Administration or theDisaster Recovery Svstem. the administrator will be presented with alogin screen to enter theusemame and password.

Cisco Unified Operating Svstem Administration and the Disaster Recovery System use anadministrator II) and password. They are different from the application usemame and passwordthat is used tor the Cisco Unified Communications Manager Administration. Cisco UnifiedServiceabilitv, and Cisco IInified Reporting applications.

The default usemame for the Cisco Unified Communications Manager Administration page ist CMAdministrator. 1Ins usemame and password are configured during the installation.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O©2010 Cisco Systems. Inc.

However, other users can be created for administrative access afier they are logged in to CiscoUnified Communications Manager Administration.The following table summarizes the URLs used to log in to each application on the CiscoUnified Communications Manager server.

Cisco Unified Communications Manager Application and Administration Login

Application

Cisco UnifiedCommunications ManagerAdministration

Cisco Unified Serviceability

Disaster Recovery System

Cisco Unified OperatingSystem Administration

URL

https://node-IP/ccmadmin

https://node-IP/ccmservice

https://node-IP/drf

https;//node-lP/cmplatform

Usemame

Set at CiscoUnifiedCommunicationsManagerinstallation

Password

Configurable

There is athird password that is created al the time of installation. This password is referred toas the security password. This password is used by other Cisco Unified CommunicationsManager servers that are configured as subscribers to join the cluster.The Cisco Unified Communications Manager Administration web interface provides access tothe following functions:

• System configuration: Cisco Unified Communications Manager groups, presence groups,device mobility groups, device pools, regions, locations, phone security profile, and so on

• Call routing configuration: Dial rules, route patterns, call hunting, time-of-day routing,partitions, and calling search spaces (CSS), intercom, Call Park, Call Pickup, and so on

• Media Resource configuration: Conference bridges, transcoders, music on hold (MOH),Media Termination Points (MTPs), and so on

• Advanced Features configuration: Voice mail, intercompany media engine (IMF). CiscoExtension Mobility Cross Cluster (F.MCC), virtual private network (VPN) features, and soon

• Device configuration: Gateways, gatekeepers, trunks, IP phones, and so on• Application configuration: Cisco Unified Communicalions Manager Assistant

Configuration Wizard andplug-ins

• User management: find users, application users, groups, and role configuration• Bulk Administration: Bulk transactions can bescheduled toconfigure multiple users.

tvery bulk job can be specified with atime when these jobs need lo start and can bemonitored with the job scheduler.

) 2010 Cisco Systems, IncOverview of Administrator and End-User Interfaces 2-5

Cisco Unified Communications Manager ServiceabilityThis figure shows the Cisco Unified Communications Manager Serviceability menu.

2-6

Cisco Unified CommunicationsManager Serviceability

Allows administrators to:

• Configure alarms and traces

• Configure CDR disk storage and external billing servers• Activate, deactivate, start, stop, and restart network and feature services• ConfigureSNMP settings

* Configure serviceability reports

<Unified Serviceabilityu LlpifwJ Communications Sohrllon*

Cisco Unified Scrv inability allows administrators to activate services and to stop and restartservices that are already activated, '['he Cisco Unified Communications Manager Serviceabilitvweb interface provides the following functions:

• Configure alarms, logs, and traces: For monitoring and troubleshooting Cisco UnifiedCommunications Manager.

• Configure Call Detail Records (CDRs), disk storage, and external billing servers:Cisco Unified Communications Manager has the ability locreate CDRs and CallManagement Records (CMRs) providing detailed information about call activities andvoice quality . Using Cisco Unified Communications Manager Serviceability, anadministrator can limit the disk space thai is used for these records. An administrator canalso configure Cisco Unified Communications Manager to copy or move these filescontaining CDRs and CMRs to external billing servers using Secure FTP (SITP).

• Activate, deactiv ate, start, stop, and restart network and feature sen ices.

• Configure Simple Network Management Protocol (SNMP) settings.• Configure serviceability reports: These reports are automatically created and allow

system analvsis (including trend analysis) based on monitored objects. ACisco UnifiedCommunications Manager Administrator can obtain the generated reports from CiscoUnified Communications Manager Serviceability web pages.

Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM| vS.O ©2010 Cisco Systems, Inc.

Cisco Unified Communications Manager ServicesThis figure shows the Cisco Unified Communications Manager Services.

Cisco Unified CommunicationsManager Services

Network Services;- Required for the Cisco Unified Communications Manager system to function;

forexample. Database, orPlatform Services- Cannot be activated or deactivated

Feature Services.• Enable certain Cisco Unified Communications Manager application features;

for example. Cisco CallManager or Cisco TFTP service- Must Deactivated manually

Networ* Services

Burning

PurtrmQ

CMS*nA»»

Feature Services

Starts']

SMrtml

Started'

ACisco Unified Communications Manager cluster can consist ofup to 20 servers. Each serveris designed and used for Cisco Unified Communications Manager tasks, such as running aTFTP or DHCP server, maintaining the publisher database, processing calls, providing mediaresources, and soon.

Depending on the usage of aCisco Unified Communications Manager server, different servicesmust be activated on the system. There are two types ofservices on Cisco UnifiedCommunications Manager servers:

• Nerw orkservices: These services are automatically activated and are required for theoperation ofthe server. Network services cannot be activated or deactivated by theadministrator. Ilowever. ihey can be stopped, started, orrestarted by choosing Tools >Control Center >Network Services. Examples ofnetwork services are Cisco CDPsenice. the Cisco DB Replicator service, and Cisco CallManager Admin services.

• Kcature services: These services can be selectively activated ordeactivated per CiscoUnified Communications Manager server in order to assign specific tasks or functions suchas call processing. TFTP, and so on. Feature services can be activated and deactivated bythe administrator choosing Tools >Service Activation. They can be started or restarted bychoosing Tools Serviceability >Control Center >Feature Services. The main featureservices are Cisco CallManager and Cisco TFTP. These services are essential to theoperation ofCisco Unified Communications Manager.

© 2010 Cisco Systems, IncOverview of Administrator and End-User Interfaces 2-7

Cisco Unified Communications Manager Operating SystemThis figure describes the Cisco Unified Communications Operating System web interface.

Cisco Unified CommunicationsManager Operating System

Allows configuration and managementof the Cisco UnifiedCommunications Manager operating system, forexample:

• Check software and hardware status.

* Upgrade system software and install options.• View or update IP address

• Manage server security, including IPsec and certificates,

• Ping other network devices

• Manage remote support accounts.

,1,. Cisto Unified OpeiatingSystemAdministration)

3ilBP»a=i » SX.CO '

Cisco Unified Operating Svstem Administration allows you to perform engineering-level tasksat the platform level. Examples of operating system administration tasks include the following:• Cheek software and hardware status.

• Upgrade s\ stem software and install or upgrade options.

• View or update IP addresses.

• Manage Network Time Protocol (N'l I1) servers.

• Manage server security, including IP Security (IPsec) configuration and certificates.• Ping other network dev ices.

• Manage remote support (Cisco Technical Assistance Center [TACJ) accounts.


Disaster Recovery SystemThis figure describes the Disaster Recovery System (DRS)


- Provides a user interface for backup and restore tasks• Supports full clusterbackups• Supports ad hocand scheduled backup jobs- Provides a restore wizard with a full restore history

Monitors the current restore status Cisco UnitedCommunications Manager

The Disaster Recovery System allows administrators to perform and schedule backups of theCisco Unified Communications Manager server database. Ifneeded, administrators can alsoperform arestore when aserver has gone out of service and needs to be restored.When accessing the Cisco Unified Communications Manager DRS web interface, the platformadministrator must log in with usemame and password. The initial platform administratoraccount is created during installation. Additional platform administrator accounts can becreated from the Cisco Unified Communications Manager command-line interlace (CLI).Cisco Unified Communications Manager Disaster Recovery web interface provides access tothe Cisco Unified Communicafions Manager Disaster Recovery System, which otters thefollowing functions:

• Writes backups toa physical tape drive or remote SFTP server

• Supports full clusterbackups

• Supports ad-hoc backup and restore jobs

• Supports scheduled backups

© 2010 Cisco Systems. Inc.Overviewof Administratorand End-User Interfaces 2-9

Cisco Unified ReportingThisfigure describes the Cisco Unified Reporting functionality.

2-10

Cisco Unifi

Cisco Unified Reporting performs the following tasks:• Generate, run. anddownload system reports• Ana^ze configuration mismatches

Unified CM DeviceCounts Summary

Ihe Cisco Unified Reporting web application generates reports for troubleshooting ormaintaining the Cisco I'nified Communications Manager cluster. Cisco Unified Reportingprovides asnapshot ofcluster data without requiring multiple steps lo get the data. The tooldesign gathers data from existing sources, compares the data, and reports irregularities Areport combines data from one or more sources into one output view. For example areport canbe generated that presents the host files for all servers in the cluster.

The application gathers information from the publisher server and each subscriber server Areport prov ides data for all active cluster nodes that arc accessible at the lime thai the report isgenerated. Some reports run checks to identifv conditions that could impact cluster operations.Cisco Unified Reporting includes the following capabilities:

• An interface for generating, archiv ing. and downloading reports

• Notification message ifa report will take excessive time to generate orconsume excessive

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010Cisco Systems, Inc.

L

Accessing the CLIThis figure describes how to access the CI.I on the Cisco Unified Communications Managerappliance, "fhe Cisco Unified Communications Manager CLI can be accessed with the locallyattached kevboard and monitor or with a Secure Shell (SSH) client.

Access the CLI

• To access the command-line interface, use the administratorusemame and password configuredduring installation.

• The CLI can be used for network connectivity validation andtroubleshooting.

Access to the CLI through SSH only.

admin: 7 ~ __delete'

f ila'

help

quit

The 7 can be used for help after everycommand parameter, for example show 7

sec*

show

utils'

admin: utils ser vice restart <ServicaName>

CiscoUnified Communications Manager CLI provides features thai are likethose thatplatformadministrators can find in the Cisco Unified Communications Manager Operating System andCisco Unified Communications ManagerDRSweb interface. The Cisco UnifiedCommunications Manager CLI alsoincludes additional functions thatallow youto perform thefollowing operations:

Display platform information, such asproduct version, CPU, memory, disk usage, platformhardware, serial number, and so on.

Display network, process, and load information.

Configure additional platform administrator accounts.

Change platform administrator account password andsecurity passwords.

Perform disaster recovery tasks.

Use tools such as ping, traceroule. and packet capture.

Change network configuration settings.

Offer start, stop, and restart of services.

Perform svstem restarts, shutdowns, and version switching.

) 2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-11

When using the Cisco IInified Communications Manager CLI. the question mark (?) can beused tosec the available commands or command options. In theexample lhat is shown in thefigure, the question mark (?) is used at the top level, and as a result, all top-level commandshave been displayed. The administrator can log in using the same username and password asused for the Cisco Unified Communicalions Manager Operating System or Cisco UnifiedCommunicalions Manager DRS web interface.

There are a number of different commands lhat allow the network engineer lo perform variousfunctions through the command-line interface. The table "CLI Commands" includes the showcommands lhatare available. Use thequestion mark aftereachof these commands to displaythe various subcommands, for example, show ?.

CLI Commands

Command Description

show Show system parameters

set Set system parameter or enable functionality

unset Disable functionality

delete Delete parameters

file Manage files on the system

utils Use system utilities

run Start a process on the sysfem

Up and Down arrow Command history

Using the CLI can directly affect the operations ofthe server.

2-12 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

User Management: RolesThis figure describes user role characteristics.

User Management; Roles

Role characteristics;

- Configure end users and application users with different privilege levels:- No access

- Read only (view)

- Full access (view and modify)

• Roles comprise groups of resources (on a menu basis)for anapplication:- Default standard roles (CCM end users, CCM admin users, etc.)

- Custom roles

Each user isassigned with acertain role. Each role comprises certain application resources.Resources in Cisco Communications Manager Adminislration application are assigned withone ofthe following privileges: No Access, Read, and Update (full access). Otherapplications—for example Cisco Extension Mobility or Cisco Unified Serviceability—specifytheir own access privileges to their resources.

Eoreachrolethai is associated with theCisco Unified Communications ManagerAdministration application, one ofthese privilege levels applies for access to each oftheresources. The access privileges specify thefollowing privileges:

• The read access privilege specifics that users in auser group that have this privilege for aparticular resource can view only the windows that the resource comprises but cannotmodifv the parameters in the windows. The read access privilege limits access to windowsto read operations. Buttons such as Insert, Delete, Update, and Reset do not display.

• The update access privilege specifics that users in auser group that have this privilege for aparticular resource can view and change the parameters in the windows that the resourcecomprises. Users with update privileges can perform operations such as Insert, Delete.Update, and Reset as well as executive functions that can start or stop aprocess or servicefrom the Cisco Unified Communications Manager Administration and Cisco UnifiedCommunications Manager Serviceability windows.

• Roles and user groups provide multiple levels ofsecurity to Cisco Unified CommunicationsManager Administration and to other applications. The system groups the resources that areavailable to Cisco Unified Communications ManagerAdministration and to otherapplications into roles. Each application comes with standard, predefined roles. Eachapplication defines ils own access privilege for Cisco Unified Communications ManagerAdministration.

>2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-13

Custom Roles

Ihis figure describes custom user role characteristics.

Custom Roles

Custom Roles can be definedon a menu basis for

applications:

• CiscoUnified CommunicationsManager Administration

• Cisco Unified CommunicationsManager Serviceability

• Cisco ComputerTelephoneInterface

- Cisco Unified CommunicationsManagerAXL Database

- Cisco Extension Mobility

" Cisco Unified CommunicationsManager End User

Cisco Unified CommunicationsManager Admi n ist rat ion

Application

Dial Plan

Phone

Route Pattern

SRST

All Menus

4No Access

Read

Full

Arole contains, for aparticular application, the list ofresources (hat an application comprises.Ioreach resource that a role comprises, the administrator defines the access privilege.

Alter roles are configured for an application, administrators can configure user groups. Usergroups define groups ofusers that share acommon list ofassigned roles. User groups compriseboth application users and end users.

Custom roles can bedefined ona menu basis for these applications:

• Cisco Unified Communications Manager Administration

• Cisco Unified Communications Manager Serviceability

• Cisco Computer Telephone Interface

• Cisco Unified Communications Manager Administrative XML (AXL) database• Cisco Extension Mobility

• Cisco Unified Communications Manager end user

2-14 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v80 © 2010 Cisco Systems, Inc.

•i

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User Management: Groups["his figure describes user group management.

User Management: Group

Group characteristics:• Comprise lists of application users

and end users

• Add a usergroup first

• Add users to a user group

• Assign roles to a user group

• Users may belong to multiple usergroups

• User management parameterdetermines the effective privilege ofthe user

• Default is maximum privilege level

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Rolel Role 2

t , tResource 1 $ Resource 1

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There are various named usergroups thatarepredefined andhave nomembers thatarcassigned to them at installation time. The Cisco Unified Communications Manager SuperUseror a userwith access to usergroup configuration might addusers to these groups, fheSuperUser ora user with access touser group configuration can configure additional nameduser groups as needed.

fhe standard Cisco Unified Communications Manager SuperUsers user group represents anamed user group that always has full access permission toall named roles. This user groupcannotbe deleted. Userscan only be addedto and deleted from this group.TheCCMAdministrator always represents a SuperUser.

Roles and user groups use the Effective Access Privileges for Overlapping User Groups andRoles enterprise parameter.

The Effective Access Privileges forOverlapping User Groups and Roles enterprise parameterdetermines the level of user access for users that belong to multiple user groups and haveconflicting privileges. This enterprise parameter can besetto thefollowing values:

• Maximum: Theeffective privilege represents Ihe maximum ofthe privileges of all theoverlapping user groups. This is the default.

• Minimum: Theeffective privilege represents the minimum ofthe privileges of all theoverlapping user groups.

Thisenterprise parameter docsnotaffect the privileges for the members ofthe Standard CCMSuper Users user group.

>2010 Cisco Systems. Inc. Overview of Administrator and End-User Interfaces 2-15

Design Example with Default RolesThis figure shows adesign example with default Cisco Unified Communications Managerroles.

Design Example with Default Role*

Design access rights withdefault standard roles;

» Administrator can configure

Phones

Users

Gateways

* Administrator has no access

to the other menus

• Create a new group andassign the relevant defaultroles.

Phone, User, andGateway Group

Standard CCM Gateway Management

Standard CCM Prione Managemeni

Standard CCM User Management

The example in the figure involves designing accessrights for userswith defaultstandardroles.An administrator can configure phones, users, and gateways. The administrator has no access toany other menu. Create a new user group and assign the relevant default roles.

fhe new user group name is"Phone. I!ser and Gateway Group." This group comprises thedefault roles Standard CCM (ialcvvav Management. Standard CCM Phone Management, andStandard CCM User Management.

2-16 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

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Design Example with Custom RolesThis figure shows adesign example with custom roles.

Design Example with Custom Roles

Design access rights withcustom roles:

* Administrator can configure:

•••• Phones

- Users

> Administrator can view:

- Calling search spaces

- Partitions

• Administrator has no access

to the other menus

• Create a new role, specifythe resources, and assignthe custom role to the group.

Phone l^^Xyl,.,"""use~Tr._FulF_""CSS. *|" ReadPartitions I Read

The example in the figure involves designing access rights Tor users with custom roles. Anadministrator can configure phones and users. The administrator can view calling search spacesand partitions and the administrator has no access to any other menu. Create anew role, specifythe resources, and assignthe cuslom role to the group.

The new user group name is"Phone and User Role:" The group is configured and comprisesthe resources Phones and Users with full access privileges. In addition, the resources callingsearch spaces and partitions are included with the read-only privilege, "fhe new Phone and UserRole is assigned to a new Phone and UserGroup.

) 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-17

Cisco Unity Connection Administrator Interfacesihis topic describes the different Cisco Unity Connection administrator interfaces.

Access the Web interface

Cisco Unity Connection Administration:

Cisco Unity Connection Administration •

After tagging in totheCisco Unity Connection Administration thefollowing GUIappears

Ota Unjty ^.or~pjllon

"fhe following table summarizes the URLs used to log in to each application on the Cisco Unity-Connection server. Web access to the Cisco Unity Connection isonly allowed via H'lTPS.

Cisco Unity ConnectionApplication and Administration Login

Application URL Usemame Password

Cisco Unified ConnectionAdministration

https //node-IP/cuadmin

Set at Cisco UnityConnection

installation

Cisco Unified Serviceability https //node-IP/ccmservice

Disaster Recovery System https7/node-IP/drfConfigurable


https.//node-IP/cmplatform

Cisco Unity ConnectionServiceability

https. //node-IP/cu service/

Cisco Unitv Connection also prov ides a CLI. which is like the Cjsco Unified CommunicationsManager CLI and provides Cisco Unified Operating System and Cisco Disaster RecoverySystem features.

The Cisco Unitv Connection administrator web interface is built in the form of a tree, like theWindows Fxplorer. The menu isordered indifferent feature subsets to allow quick navigationbetween different submenus:

• Users: The User menu allows configuration of end users. Users can be searched in thedatabase, or configuration settings canbe changed: for example, editing usemame.permissions, and so on.

2-18 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 >2010Cisco Systems, Inc

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• Class ofservice (CoS): Defines the features that a user can use. For example. CoS controlsuser accessto licensed features such as the Cisco Unity Inbox. Whena CoS includes accesslo a feature that requires an individual license, users can be assigned to groups ofusers ofthe CoS only ifenough licenses are available. CoS also defines how users interact withCisco Unity Connection. For example, a CoS specifics the maximum length ofusermessages and greetings, and whether users can choose to be listed indirectory assistance.

• Templates: Three typesof templates exist:

— Usertemplates define standard useroperation and settings.

— Call Handler templates define operational modes.

Contacttemplates definestandardcontactsettings.

• Contacts: A system contact docsnothaveaccess to anyCiscoUnity Connection featuressuchas voice messaging. A system contact may represent a person in thecompany who hasa voice-mail account on another voice messaging system. A system contact might alsorepresent a customer or vendor who does notneed a voice mailbox, butwho frequentlycommunicates with Cisco Unity Connection users.

• Distribution Lists: Used to send voice messages to multiple users. The users that aremembers of a system distribution list typically areuserswho needthesame information ona regular basis, such asemployees ina department or members of a team. The class ofsen ice that is associated with each user account dictates whether users can send messagesto s\ stem distribution lists in Cisco Unity Connection.

• Call Management: Definesdifferent call handlersfor call routingandmessagehandling.

— Call handlers answer calls, play prompts to callers, provide callers with informationand options, route calls, and take messages.

— Directory handlersprovidedirectory assistance that callerscan use to reach CiscoUnity Connection users. Whena caller searches for a usemameor part of a name, adirectory call handler looksup the extension in the directory and routes the call.

— Interview call handlers collect information from callers by playing a series ofquestions that have beenrecorded. The answersarc recordedand sent to a voice-mail user. For example, administrators mightuse an interview handler to takesalesorders or to gather information for a product support line.

• Message Storage: Quotas can be specified to help control the size of user voice mailboxes.

• Networking: Whena messaging systemrequiresmore than one Cisco UnityConnectionsvstem, the servers can be networked together such that they replicate directory informationamong all the systems on the Cisco Unity Connection digital network or via Voice Profilefor Internet Mail (VPIM).

• Dial Plan: Dial plan flexibility is supported by using partitions and search spaces, withwhich administrators can segment the Cisco Unity Connection directory for both dialingand addressing. For example, partitions and search spaces can be configured to allow foroverlapping extensions.

System Settings allow configuration of global configuration parameters, for example:

• Licenses: Each license file is registered to the MAC address ofthe network interface card(NIC) on the Cisco Unity Connection server. The license file for one server cannot be usedon a second server (for example, because administrators want lo replace the Cisco UnityConnection server).

i 2010 Cisco Systems. Inc. Overview of Administrator and End-User Interfaces

Holiday Schedules: Cisco Unity Connection has three predefined schedules: All Hours.Weekdays, and Voice Recognition Update Schedule. Administrators can modify but notdelete the predefined schedules.

External Services: When users belong to a CoS that has access tothe Cisco UnityPersonal Call Transfer Rules feature, administrators can configure Cisco Unity Connectiontoaccess Microsoft F.xchange calendar information for a user, and toenable users to importtheir Microsoft Lxchange contacts. This allows users lo create Cisco Unity Personal CallTransfer Rules thatare based on their Microsoft Hxchange calendar andcontacts.IfCisco Unified MeetingPlace is installed inthe network ofthe company, administratorscan integrate the application as anexternal service so that users can review upcomingmeetings and joinactive meetings while onthe phone or while using the Cisco PersonalCommunications Assistant (Cisco PCA).

Lightweight Directory Access Protocol (LDAP): Ifadministrators are using a supportedLDAP-compliant directory as thecorporate directory. LDAP canbe integrated with CiscoUnitv Connection.

— Create Cisco Unitv Connection users by importing them from the LDAP directory

— Configure Cisco Unitv Connection to periodically resynchronize users with theLDAP directory

Simple Mail Transfer Protocol (SMTP): Cisco Unity Connection can notify a useraboutnew messages by callinga phoneor pager.Additionally, administrators can set up CiscoUnitv Connection to send message notifications via email.

SMPP: With the servicesand information lhat is provided by a wireless carrier, mobilemessaging sen ice provider or similar company. Cisco Unity Connection can use the ShortMessage Peer-to-Peer (SMPP) protocol to send message notifications in theshortmessageservice (SMS) format to cell phones and other SMS-compatibledevices when users receivenew messages, SMS is a "storeand forward service." whichmeansthat messages are notsent directly to the device used by the message recipient. Instead, an application like CiscoUnity Connection- known as an Internal Short Message Fntily (FSMF)—submits amessage to the SMSCenter(SMSC). The SMSCthen forwards the message to the device.

Telephony Integrations: Identifies the phonesystemswith which Cisco Unity Connectionintegrates. In Cisco Unilv Connection Administration, a phone system hasoneor more portgroups. Voice messaging portsare addedto the port group forconnectivity to. forexample,a Cisco Unified Communications Manager.

Tools: Cisco Unitv Connection provides different tools for easy maintenance andintegration tasks, for example:

— 1he Bulk Administration Tool allows administrators to create, update, and deletemultiple user accounts or systemcontactsal the same lime by importing informationthat is contained in a comma-separated value (CSV) file. In addition, it allowsadministrators to export information about users or system contacts from CiscoUnitv Connection to a CSV file.

— The Task Managementmenu lists various system maintenance and troubleshootingtasks lhat Cisco Unity Connection automatically runs on a regular schedule.

2-20 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.

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Cisco Unity Connection ServiceabilityThis figure shows the differences between Cisco Unity Connection Serviceability and CiscoUnified Seniceabilitv.

Cisco Unity Connection Serviceability

Cisco UnityConnection servicesare separated as follows:

• Cisco Unified Serviceability providesnetwork and feature services; forexample, Cisco Tomcat for web serverfeature.

• Cisco Unity Connection Serviceabilityprovides services for database andoptional feature activation;for example,Connection Ucense Server for licenseprovisioning.

Cisco UnityConnection Serviceability

Cisco Unified Serviceability Network Services

Cisco Unified Seniceability is likeCisco Unified Communications Manager Serviceability,which provides platform-related trace, alarm, and service management. For Cisco UnityConnection, theappliance uses Cisco Unity Connection Serviceability, a web-bascdtroubleshooting tool for Cisco Unity Connection, which provides the following functions:

• Displays Cisco Unity Connection alarm definitions, which can beused for troubleshooting

• Fnablcs Cisco Unity Connection traces. Youcancollect andviewtrace information in theCisco Unified Communications ManagerReal-Time Monitoring Tool (R'I'MT)

• Configures the logs lowhich Cisco Unity Connection trace information will be saved

• Manages a Cisco Unity Connection cluster or server

• Lnables viewing ofthe statusofthe Cisco Unity Connection feature services

• Activates, deactivates, starts, and stops Cisco Unity Connection services

• Generates reportsthat can be viewedin different file formats

Note The CiscoUnity Connection clusterfeature is notsupportedforuse with Cisco UnifiedCommunications Manager Business Edition.

i 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-21

fheControl Center inCisco Unitv Connection Seniceability allows you to perform thefollowing tasks;

• Activateanddeactivate Cisco Unity Connection services.

• Start andslop al! Cisco Unitv Connection seniccsexcept theservices in the Status OnlvSenices section.

Note When a Cisco Unity Connection cluster isconfigured, stopping a serviceinthe CriticalServices section for the server with Primary status causes the status for the servers in thecluster to change.

2-22 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) vS.O © 2010 Cisco Systems, Inc.

4-

Cisco Unified Presence Administrator InterfacesThis topic describes the different Cisco Unified Presence administrator interfaces.

Access the Web Interface

• Cisco Unified Presence Administration: :A

,ih,iln Cnco Unified Pretence Administration

Afterlogging in to Cisco Unified Presence Administration, thefollowing GUI appears:

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Cisco Unified Presence navigation is like the navigation inCisco Unified CommunicationsManager orCisco Unity Connection and includes the following categories:

• Cisco Unified Presence Administration

• Cisco Unified Serviceability

• Cisco Unified Operating System Administration

• Disaster Recovery System

ForCisco Unified Seniceabilitv. Cisco Unified OperatingSystemAdministration, and DisasterRecoverv System, the Cisco Unified Presence appliance uses the same URLs asthe CiscoUnified Communications Manager. Cisco Unified Presence and Cisco Unified Seniceabilitvuse the application user ID. The user ID isset during the installation. Additional applicationusers can be created in the Cisco Unified Presence web interface after installation, fhe CiscoIInified Operation System and Disaster Recovery System use theplatform administrator ID.The platform administrator ID isalso set during installation; additional users can beconfiguredvia CLI.

>2010 Cisco Systems. Inc Overview of Administrator and End-User Interfaces 2-23

2-24

Cisco Unified Presence Application and Administration Login

Application

Cisco Unified PresenceAdministration




URL

https //node-IP/cupadmin

https. //node-IP/ccmservice

https://node-IP/drf

https //node-IP/cmplatform

Usemame

Set at Cisco

Unified Presenceinstallation

Password

Configurable

Cisco Unified Presence also provides a CLI. which is like the Cisco Unified CommunicationsManager CI.I and prov ides Cisco Unified Operating System and Disaster Recovery Systemfeatures.

Cisco Unified Presence Administration menus are as follows:

• System: Includes configuration for accessing Cisco Unified Communications Manager andsecurin settings to build inbound or outbound accesscontrol lists (ACLs). In the licensesubmenu, ordered licenses can be uploaded or reports canbe generated to view thecurrentlicense status.

• Presence: Gateways providing presence status integration from Cisco UnifiedCommunications Manager or calendar integration with Microsoft Outlook can bespecified.Interdomain federation can be configured to provide presence features acrossdifferentpresence domains, which is based on Session Initiation Protocol (SIP) or LxtensibleMessaging and Presence Protocol (XMPP). SIP can be used for Microsoft OfficeCommunications Sener (OCS) integration. XMPP is commonly used for Google Talkfederation,

• Messaging: Cisco I 'nificd Presence can be used with external databases or a third-partyserverto enableenterprise instant messaging (IM) compliance. To use compliance with anexternal database, the external database must run PostgreSQL. lor detailed information, seethe Database SetupGuide for Unified Presence and the Instant Messaging ComplianceGuide for Cisco Unified Presence.

• Application: The Applications menu includes settings for different Cisco Unified Presenceapplications: for example, desk phone control or IP Phone Messenger (IPPM).

• I'ser Management: Userstructure is like Cisco Unified Communications Manager. Theend userscan be synchronized from the Cisco Unified Communications Manager.Application users are needed for third-party integrationor integration with other CiscoUnified Communications products likeCisco Unified ContactCenter F.xpress. Roles can becreated to customize permissions forend usersor application users.

• Bulk Administration: Bulktransactions can be scheduled to configure multiple users withone job. liven' bulk job can be specified with a lime when the job needs to start and can bemonitored with the job scheduler.

• Diagnostics: Prov ides troubleshooting help and system status.The System Dashboard doesa quick audit ofthe system configuration.

Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

IX

mm

Cisco Unified Presence ServiceabilityThis figure shows the Cisco Unified Presence Serviceability features.

Cisco Unified Presence Serviceabi!

Network Services:

- CiscoUnified Presence system services; forexample, Cisco UPXCPRouterfor XMPP client connectivity

Feature Services:

Enable certain Cisco Presence features; for example. Cisco UP SIP Proxy andCisco UP Presence Engine, for presence features

Must be activated manually

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Cisco Unified Presence Serviceabilityprovides the following functions:

Saves Cisco Unified Presence services alarms and events for troubleshooting and providesalarm message definitions

Saves Cisco Unified Presence services trace information to various log files fortroubleshooting

Monitors real-time behaviorofthe components in a Cisco Unified Presence cluster throughthe Cisco Unified Communicalions Manager RTMT

Provides feature services lhat can be activated, deactivated, and viewed through the ServiceActivation window

Provides an interface for startingand stoppingfeature and networksenices

Archives reports thaiare associated withCisco Unified Presence Seniceabilitvtools

Allows Cisco Unified Presence to work as a managed device for Simple NetworkManagement Protocol (SNMP) remotemanagement and troubleshooting

Monitors the disk usageofthe log partition on a sener or all servers in the cluster

Starting, stopping, or restarting a Cisco Unified Presence service causes allgateways that arecurrently registered to thatCiscoPresence service to fail overto theirsecondary CiscoUnifiedPresence sen ice. if any. Devices andphones need to restart only if they cannot register with abackup Cisco Unified Presence sener.

i 2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-25

Cisco Unified Communications Manager ExpressAdministrator Interfaces

Ihistopic describes the different Cisco Unified Communications Manager Expressadministrator interfaces.

2-26


* Cisco Unified CommunicationsManager Express Administration:

* Access via HTTP or HTTPS

* Authentication type and credentials are defined via CLI, but canbe changed via GUI

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Cisco Unified Communications Manager Express provides two different administrator roles—thesystem administrator andthecustomer administrator. Ilydefault, thesystem administratorand the customer administrator have the same level of access in the Cisco UnifiedCommunications Manager Express GUI. The customer administrator access can be customizedto havea subsetofthe choices in the menus. The following are the choicesthai are availablefrom the drop-down menus:

• Configure: Settings that relate lo IP phones (ephones). directory numbers (ephone-dns).and svstem settings.

• Voice Mail: Voice-mail settings and voice-mail integration configuration.

• Administration: Functions that involve backup andrestore, saving changes, and reloadingthe router.

• Reports: Running and \ iewing various reports.

The administrator usemame and password can be changed from the administrator wehinterface.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

?Access the CLI

This figure describes the Cisco Unified Communications Manager Express CLI.

Access the CLi

• To access the CLI, use the configured usemame andpassword.

• Access the CLI through Telnet or SSH.

• The CLI offers the full range of available commands.

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The CLI can be accessed with a Telnet or SSH client. To configure the Cisco UnifiedCommunications Manager Express settings, enter the telephony-service command from globalconfiguration mode. Acomplete list ofavailable commands can be found in the Cisco UnifiedCommunications Manager Express Command Reference on Cisco.com:http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/commaiid/refercncc/cme_cr.html.


Cisco Configuration ProfessionalThis figure describes the CiscoConfiguration Professional.

Cisco Confiquratn

Cisco ConfigurationProfessional is aGUI-based managementtool (or Cisco routers.

Simplifies routingsecurity, Unified

Com mumcat ions.WAN. and LAN

configuration througheasy wizards

To use Cisco

ConfigurationProfessional, the

ip http server fordiscovery and ausemame must be

configured

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Cisco Configuration Professional is a GUI-based device management tool forCisco routers.This tool simplifies routing, firewall, intrusion prevention system (IPS). VPN. unifiedcommunications, and WAN and LAN configuration through GUI-based, easv-lo-use wizards.

Cisco Configuration Professional isa valuable productivity-enhancing lool for networkadministrators and channel partners for deploying routers with increased confidence and ease. Itoffers a one-click router lockdown and a voice andsecurity auditing capability to check andrecommend changes to routerconfiguration. CiscoConfiguration Professional also monitorsthe router status andtroubleshoots WAN and VPN connectivity issues.

Tip The Cisco Configuration Professional can be downloaded from Cisco.com.

Ifa device is preconfigured. ensure that the device has a configuration that supports CiscoConfiguration Professional.

'Ihe procedure in this section showshow to add the required configuration lo enableaccesstothe Cisco router with Cisco Configuration Professional.

Connect to the router usingTelnet. SSH.or the console and log in with the user credentials.Enterthe routerglobal configuration modeby enteringthe config terminal command.

Using the command svntax that is shown, create a useraccount with privilege level 15. whichenables full access to the router:

Router (config) # usemame name privilege 15 secret 0 password

2-2S Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

I.

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Ifno router interface is configured with an IP address, configure one so that the router can beaccessed over the network. The following example shows the configuration oflhc interfacelast Ethernet 0:

Router(config)# int FastEthernetO

Router(config-if)# ip address 10.10.10.1 255.255.255.248

Router(config-if)# no shutdown

Router(config-if)# exit

To enable discovery, configure the router as an HTTP server for nonsecure communication, oras an IITTPS server for secure communication. Toconfigure the router as an HTTP server,enter the ip http server command.

To configure the router as an IITTPS server, enter the ip http secure-server command. Enablethe router for local authentication byentering the ip http authentication local command.

Finally, configure the vty lines to allow access with local authentication credentials. Fornonsecure access, enter the transport inputtelnet command. For secure access, enter thetransport input telnet ssh command. An example ofthese commands follows:

Router(config)# line vty 0 4

Router(config-line)# login local

Router(config-line)# transport input telnet

Router{config-line)# transport input telnet ssh

Router(config-linel# exit

)2010 Cisco Systems, Inc. Overview ofAdministrator andEnd-User Interfaces 2-29

Cisco Unity Express Administrator InterfacesThis topic describes theCisco Unity Express administrator interfaces.


Cisco Unity Express Administration ...

Access with HTTP or HTTPS

Authentication credentials are defined during the installation

fhe Cisco Unified Communications Manager Express router and the Cisco Unity Express hostrouter can be on separate devices or the same de\ ice. fhe router that hosts the Cisco UnilvExpress module requires some basic configuration in Cisco IOS Software before the CiscoUnitv Express module will be functional. On the Cisco Unit) Express host router, routing andIPaddresses on the router andtheservice-engine interface must be configured.

Configure a SIP trunk for connecting calls to the voice-mail and auto-attendant features ofCisco Unitv Express. Then, create Ethernet phone director; numbers (ephone-dns) for theonandoff states ofthe Message Wailing Indicator (MWI). Alternatively, SIPcan be used forMWI settings, even with Skinny ClientControl Protocol (SCCP) IP phones.

The files for the Cisco Unity Express GUI arc included in the Cisco Unity Express installationpackage.

Ihe Cisco Unitv f.xpress administration web interface is separated in different menus.This listincludes a few common configuration settings:

• Configure

— User configuration: User-relevant settings, add. delete, or change end user andadministrator users. Users can be sjnehroni/ed automatically from Cisco UnifiedCommunicalions Manager Express.

— Priv ilegcx: Set access rights for administrator users.

— AAA: Define parameters for authentication, authorization, and accounting (AAA).

— Network Locations and Remote Users: Configuration tasks forCisco DigitalNetworking. Before remote users can be configured, set up the network locationscorrect1\.

2-30 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

i • System

J _ Prompts and scripts: Add. upload, download, or delete prerecorded customizedT"' auto-attendant application prompts or customized auto-attendant application scripts! thatwerecreated using theCiscoUnity Express scripteditor.

I — Business hoursand holiday settings: Add, modify, or delete schedules of the days1mm and times ofthe week when the company isopen for business orscheduled days

when the company is closed for holidays.

• Voice Mail

— Mailboxes: Add. modify, or delete a voice mailbox. Assign the mailbox to asubscriber or to a group.

— Distribution Lists: Add. modify, or delete public or private distribution lists. Onlymembers ofthe Administrators group or any group with the VicwPrivatcList

i privilege can view private lists belonging toa specific subscriber.

[ — Services: Enable or disable the Integrated Messaging feature and set the syslemwider"-- idle timeout value, maximum number ofconcurrent sessions, and security mode.| Display the phone service and authentication service URLs, enable ordisable the

Cisco VoiceView Express feature, also setthe systemwide idle timeout value andfallback authentication server URL.

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Administration

Backup and Restore: Configure backup and restore parameters, and save CiscoUnity Express data and configuration changes toother locations, such as the FTPserver. Restore saved files as needed.

j _ Control Panel: Save the call platform dala and the Cisco Unity Express data to•mm flash memory' or reloadthe Cisco Unity Express software.

— Trace: Setcategories for generating trace data. Use this option for troubleshootingJ Cisco Unity Express.

• Reports

Mailboxes and Voice Mail: Displays statisticsabout Ihenumberof configuredj mailboxes, the number ofmessages, greetings, the used storage space on the system.m"* andhow manymessages were receivedby each user.

— Backup and Restore History: Displays the restored and backed-up files, dates, and> success status.

— Network Time Protocol (NTP) and Real-Time Reports: Displays the NTP serversand the lime difference between the NTP server and the call platform router clock.Real-Time Reports canbe used to viewreal-time statistics forvarious call-relatedand application-related events.

Note Ifthe Cisco Interactive Voice Response (IVR) feature is enabled with a license file, theadministrator additionally has access to the IVRsettings.

)2010Cisco Systems, Inc Overview ofAdministrator and End-User Interfaces 2-31

Access the CLI

To connect to the Cisco Unity Express module, usethe service-module internal-service-module slot unit session command. This command opens a back-to-back terminal connectionover the backplane to the Cisco Unitv Express module.

Access the Command Line Interface

Use the command service-module internal-Service-Module slot/unitsession to open a back-to-back terminal connection from the router.

Use the CLIfor system maintenance and upgrades.

For troubleshooting syslog files and trace output messages.

The CLI structure is similarto the Cisco IOS Software; use the ? for help.

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It isimportant tosecure Telnet access lothe host rotifer, and therefore the Cisco Unity Expressmodule, because all access to the Cisco Unity Express module is through the router. The CiscoUnitv Express module itselfhasnopassword protection, it is secured through the router CiscoIOS Software.

Command Parameters: service-module internal-service-module

Parameter Description

reload Starts the Cisco Unity Express module

reset Stops the Cisco Unity Express module and then restarts it

session Opens a session across the back-to-back Ethernet connectionfrom the router to the Cisco Unity Express module

shutdown Stops the Cisco Unity Express module

status Displays the status of the Cisco Unity Express module

Use the command exit lo disconnect from the Cisco Unity Express module andgo back to theCLI ofthe host router.

2-32 Intrcducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

LConfiguring Cisco Unity Express with Cisco ConfigurationProfessional

This figure describes the configuration of Cisco Unity Express with the Cisco ConfigurationProfessional.

Configuring Cisco Unity Express withCisco Configuration Professional

• Allows simple configuration ofvoicemail boxes andgroup deliverymailboxes (GDM).

« Troubleshooting and monitoring features.

i . • -.— a**r~ . D —h_ /,- * i Cisco Configuration Professional

The Cisco Configuration Professional can also be used toconfigure Cisco Unity Express. Toenable configuration ofCisco Unity Express, ensure that a supported version ofCisco UnityExpress is installed. Cisco Configuration Professional allows easy configuration ofusers,mailboxes, and system administration tasks. The Cisco Configuration Professional also hassome troubleshooting and monitoring features, but the complete range offeatures isonlyprovided with the CLI.

)2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-33

Comparing the Interfacesfhe table in the figure compares the different available interfaces for Cisco Unity Express.

Comparing the Interfaces

To configure users and Cisco Unity Express system settings,the GUI or Cisco Configuration Professional isrecommended.

However, for full feature functionality, use the CLI,

Functionality

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Know-How

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Administration

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Upgrade Tasks

SystemTroubleshooting

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Basic

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Nearty Complete Complete

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The table abov eshows the difierent administrator interfaces that can be used for Cisco UnityExpress configuration tasks. Eoruser and system administration, it is recommended to use theGUI orCisco Configuration Professional, which allows quick and easy configuration andmanagement ofusers. However, for advanced configuration, platform or troubleshooting tasksuse the CLI interface.


Summaryidiy

This topic summari/.cs the key points that were discussed in this lesson.

Summary

• Anumber ofsystems are built into theCisco Unified CommunicationsManager server toallow administrators to perform configuration andadministrative tasks. Access rights can be configured with Roles andUser Groups.

• Cisco Unity Correction isbunded on the same DVD as Cisco UnifiedCommunications Manager andprovides a feature-rch GUI toconfigurethe appliance.

- Cisco Unified Presenceconfiguration structure issimilar tothe CiscoUnified Communications Manager. Cisco Unified Operating SystemAdministration andthe Disaster Recovery System are the main CiscoUnified Presence maintenance applications.

• Cisco Unified Communications Manager Express can be configured viaCLI, GUI. orCisco Configuration Professional. The CLI provides the fullrange ofavailable commands anddebugging information.

* Configuration of Cisco Unity Express can bedone with Die GUI orCiscoConfiguration Professional; maintenance and upgrade taskscanbeperformed with the CLI.

References

Eor additional information, refer lo these resources:

• Cisco Unified Communications Manager Express Command Reference onCisco.com:http:/A\w\\ .cisco.com/en/US/docs/voice_ip_comm/cucnie/command/reference/cmc_cr.html.


Lesson 21

Understanding End-UserInterfaces

OverviewCisco Unified Communications systems have dilTerent end-user interfaces to allow end users tointeract with the Cisco Unified Communication systems, personalize settings, and enhanceproductivity. This topic describes the available interfaces for end users.

ObjectivesUpon completing this lesson, you will be able to describe the end-user interfaces of CiscoUnified Communications Manager, Cisco Unified Communicalions Manager Express, CiscoUnitv Express. Cisco Unity Connection, and Cisco Unified Presence. This ability includesbeingableto meet these objectives:

• Describe theCisco Unified Communications Manager end-user GUI

• Describe the Cisco Unified Communications Manager Express end-user GUI

• Describe the Cisco Unified Unity Express end-userinterfaces

• Describe Cisco Unity Connection end-user interfaces

• Describe the Cisco Unified Presence end-user GUI

Cisco Unified Communications ManagerEnd-User Interfaces

fin's topic describes the Cisco Unified Communications Manager end-user web interlace.

Configure End Users to Access User

End users must be configuredto have access to theuser website:

• Go to User Management > End User and select a user

*Standard CCM End Users is thedefault group with read andupdate permission.

• Acustomized group with particular accesscan beconfigured.

20

Enables end users tolog in to usetwebsile

Defines the permission on user website

This figure describes how to configure end users in Cisco Unified Communications Manager toenable the end-user website access.

End users are either synchronized from EDAP or locally created. In both ways, users can beadded to agroup, which contains one or more roles. Cisco Unified Communications Managerhas acouple ofpreconllgured standard groups. Eor default end-user access, the end user mustbe added tothe Standard CCM End Users group. This group conlains two roles. Standard CCMEnd Users and Standard CCMUSER Administration. The Standard CCM End Users roleenables end users to log in to the /ccmuser web interface. Standard CCMUSER Administrationdefines which permissions the end user has.

Note The end user needs anassociated device ordevice profile toaccess his phone ordeviceprofile from the end-user website.

Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems. Inc

Customize User Website PermissionsThis figure describes how to customize end-user website permissions in Cisco UnifiedCommunications Manager. Go to User Management >Role and add anew role. Select theapplication Cisco Call Manager Administration. The GUI presented on the slide appears.

Customize User Website Permissions

Thedefault permissions ofStandard CCMUser Administration can bechanged or a new role can be added:

• Customized usergroups must contain theStandard CCM EndUsers role toenablelogin

• Effective access privileges from overlapping rolesor usergroupscan be configured inthe enterprise parameters:

The Role configuration page expands to display a list ofall the resources that are associated ^with the application. Privileges (read, update, or none) for each resource are selected from thislist. Access rights can be full access (both read and update check boxes are selected), read only(onlv the read check box is selected), and no access (both read and update check boxes arcunchecked).

When creating a new role, there are no privileges that are configured by default. Therefore, theadministrator needs to configure each option.

Youcansavetime when creating a newroleif youcopy anexisting rolethathas requirementsthat are close tothe requirements ofthe administrator and making the necessary edits.Otherwise, the administrator needs to configure privileges for each and every resource page.

Remember that standard roles cannot be deleted or modified. Custom roles can be created fromthe beginning or bycopying andthen modifying a standard role.


Customize CCMUser Enterprise ParametersThis figure describes how to customize the CCMUser enterprise parameters.

Customize CCMUser EnterpriseParameters

CCMUser parameters canbe changed in System > EnterpriseParameters web page:

• Systemwide parameters can be used toenableordisable parts ofthe user website.• Can De usedtohide particular features thatare not usedwithin an enlerprise

(for example, download plug-ins).

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At the Enterprise Parameter web page, the administrator will find enterprise parameters that aregrouped intocategories with the currentconfiguration and the defaultvalue.

In order tomodifv the enterprise parameters, perform the following steps inCisco UnifiedCommunications Manager Administration:

Step 1 Choose S)slem > Enterprise Parameters.

Step 2 Change the enterprise parameter value asdesired and save the changes.

Note Toobtain additional information aboutenterprise parameters, click the name oftheenterprise parameter to open the detailed description.

2-40 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

End-User LDAP AuthenticationThis figure describes end-user LDAP authentication.

End-User LDAP Authentication

• Enabled LDAP authentication forwardsauthentication requests to the LDAPserver.

• Without enabled LDAP authentication, end-user passwordmanagement isperformed onCiscoUnified Communications Manager.

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Communications

Manager LOAP je^er

Access Granted ,m

Authentication Requestfor End User

LDAP directories are specialized services that store user information ina database. Thedatabase is optimized for ahigh number ofreads and searches, and occasional writes andupdates. Directories typically store data that do not change olten, such as employeeinformation, userprivileges on thecorporate network, andso on.

The LDAP provides applications with a standard method for accessing and potentiallymodifv ing the information that isstored inthe directory. This capability enables companies tocentralize all user information ina single repository that isavailable to several applications,with a remarkable reduction inmaintenance coststhrough theeaseof adds, moves, andchanges.

Examples ofLDAP directories are Microsoft Active Directory, Netscape. iPlanct, and SunONE. Cisco Unified Communications Manager supportstwo types of integration:

• LDAP synchronization: Allows user provisioning where personal and organizational dataarc managed inan LDAP director)' and replicated tothe Cisco Unified CommunicationsManager configuration database.

• LDAP authentication: Allows user authentication against an LDAP directory. When usingLDAP authentication, passwords are stored andmanaged in LDAP. PINs are alwaysmaintained locally in Cisco Unified Communications Manager.

When LDAP synchronization is activated, some user data is nolonger controlled by CiscoUnified Communications Manager Administration webpages andmustbe changed in theLDAPdirectory itself, for example, the end-username fields.

) 2010 Cisco Systems. Inc Overview of Administrator and End-User Interfaces 2-41

Device SettingsThis figure describes the device settings in the Cisco Unified Communications Manager end-user web interface.

Device Settings

Tologin to the user pages go to https://<Node-IP>/ccmuser• Device sellings allowyou to manage associated devices

• Line Settings: Call Forward, line text label, MWI, etc.

• Speed Dials Add or update speed dials for specific devices.

• Phone Services'Configure IP Phone Service subscription

• Service URL EditSeruce URL names on base phone

After logging in to the /ccmuser web interface. Cisco Unified Communicafions Manager allowsthe configuration of different end-user settings. Each end user can be associated with one ormore IPphones, which allows endusers to configure personal features for theirIPphones.Such features include the following:

• Korvtard all calls to a different number: Calls in particular call stales can be fonvarded;forexample. Call Forward All. Call Forward Busy, and so on

• Configure speed-dial numbers: MostIP phones havebuttonsthat can be configured asspeed dials. End users canconfigure the numbers thatare assigned to thespeed-dial buttonsusing the Cisco Unified Communications Manager user web interface.

• Subscribe to IP Phone Services: Most IP phones can be used lo access XML-based webapplications by Phone Services. End users can subscribe (or unsubscribe) to PhoneServices.

2-42 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

User SettingsThis figure describes the user settings in the Cisco Unified Communications Manager end-userweb interface.

User Settings

• User settings can be used to setlocale, PIN, and password,ifthese settings are notLDAP synchronized.

• Passwords are neversynchronized with Cisco UnifiedCommunications Manager.

End users can manage their password settings from the end-user web interface:• Phone PIN: The Phone PIN can bechanged from the web interface, or ifit isused for

Cisco Extension Mobility,directly on the phone.

• Password: This option depends on the Cisco Unified Communications Managerdeplovment. With LDAP authentication enabled for end users, end users cannot changetheir password in the Cisco Unified Communications Manager user web interface. W'henLDAP end-user authentication isnot enabled, end-user passwords are managed by CiscoUnified Communications Manager and can bechanged inthe end-user web interface.

• Iscr Locale: Ifthe system administrator has uploaded different locale files to the system,theendusermight change the locale setting here.

>2010 Cisco Systems. Inc.Overview of Administrator and End-User Interfaces 2-43

Directory and Fast Dial

This figure describes the Director} and Fast Dial options in the Cisco Unified CommunicationsManager end-user web interface.

Directory and Fast Dial

Directory allows search quenes intheenterprise directory and enablesdialing from the Userwebsite, ifthe CiscoWebDialer service is activePersonal Address Book contains individually added addresses

FastDials can be mapped to a personal addressbook entry

End users can use the Cisco Unified Communications Manager end-user web interface tosearch or save directory numbers or names:

• Director)': Searches ihelocal director; for extensions and usernames. This service can beprovided locally or with an LDAP-based search. With theCisco WebDialer serviceenabled, end users can dial direclh from the search results by clicking the directorynumber.

• Personal Address Book: End users may manage their own address book with privateaddress entries in the personal address book.

• Fast Dials: Personal address book entries can be mapped toa fast dial: for example, endusers can manage their own personal address book and save frequently called numbers toafast dial extension.

End users can use the Address Rook Synchronization Tool (TABSynch) tosynchronize theexisting Microsoft Windows Address Book with the personal address book. Entries from theMicrosoft Windows Address Book will then be accessible on the IP phone and User Optionsweb pages. I'hcsvstem administratorenables access to TABSvnch.

2-44 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc

Cisco Unified Communications Manager ExpressEnd-User Interfaces

This topic describes how to access the Cisco Unified Communicalions Manager Express end-user web interface.

Cisco Unified CommunicationsManager Express End-User Interfaces• Cisco Unified Communications ManagerExpress EndUser:

To access the Cisco Unified Communications Manager Express end-user website tomakechanges, use the URL hltp://router_ipaddr/ccme.html in Internet Explorer 6.0 or later. Whenprompted for credentials, use the end-user credentials that were previously defined in thecommand-line interface (CLI) orGUI by the system administrator. Based on the credentialsthat are presented to the Cisco Unified Communications Manager Express router, the routerdisplays the appropriate web page for the system administrator, customer administrator, or theend user. Cisco Unified Communications Manager Express uses onlyone URL forsystemadministrators, customer administrators, and end users.


End-User Web Interface

This figure describes the end-user web interface sellings in Cisco Unified CommunicationsManager Express.

End-User Web Interface

End users canedit their IP phone settings:• Change ringsettings

• Manage speed dials and fast dials

* Change the password

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Fnd users can onlv configure their phones that have the user credentials configured. Hnd userscan change the ring settings on the configured lines: lor example, set itto silent ring orback tonormal ring.

Thespeed dial configuration depends on the phone type thatis used andthe number ofconfigured lines. For evample. aCisco Unified IP Phone 7962 with four configured lines willonly have two speed dials left to display on the IP phone, because the IP phone has only sixbuttons in total.

Note The password, which isconfigured by thesystem administrator, canbe changed in theend-user interface. Itis recommended to change the password afterthe first login.

2-46 Intrcducing CiscoVoice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc

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Enable Web Access for End UsersThis figure shows how to enable access to the Cisco Unified Communications ManagerExpress end-user webinterface.

Enable Web Access for End Users

Web access can be configured from CLI oradministrator GUI:• In the GUI. chooseConfigure >Phonos,selectthe phone, andadd

login account information.

* In the CLI, enter global configuration modeand configure theusernameand password.

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The web access for end users can beconfigured inthe CLI orGUI. To enable it from the CLI.log in to Cisco Unified Communications Manager Express using Telnet or Secure Shell (SSH).Go to the global configuration mode using the configure terminal command. Enter the ephoneconfiguration for the end user and use the usernamc command to add the end-user credentials.When using the GUI. log in to the web interface with administrator credentials. ChooseConfigure > Phones, then add anew phone orselect the relevant end-user phone. Apop-upopens with configuration settings for the phone. Enter the end-user credentials in the LoginAccount configuration window.

Note When using the GUI, the correct Cisco Unified Communications Manager Express GUI filesmust be loadedto the router flash and the HTTP server mustbe configured.

>2010 Cisco Systems. Inc Overview of Administrator and End-User Interfaces 2-47

Cisco Unity Express End-User InterfacesThis topic describes the different Cisco Unity F.xpress end-user interfaces,

Cisco Unity Express End-UserInterfaces

End users can log inon htlp//CUEJP/user

Greetings: Personal greetings can be managed and customized

Notification Devices: Allows enduserstomanage thedestination phonenumber or email address, customizable notification preferences, andnotification schedules

Private List: Can be configured to send messages to a list of users that iscreated by the end user

Caller Input:Userscan seethe actions thatwill be performed foreach keypressed by the callers when user greeting is played

Preferences: Personal sellings, passwordchange, or spoken namerecording

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'fo access the Cisco Unity Express end-user website toconfigure the personal voice-mailsettings, use the URL htip://'cue_ipaddr/user in Internet Explorer 6.0 or later. When using CiscoUnified Communications Manager Express, end users can be synchronized automatically fromthe Cisco Unified Communications Manager Express database. With Cisco UnifiedCommunications Manager, end users cannot be automatically synchronized, but they can beimported.

The following settings can be configured by the end users:

• Greetings: End userscan configure and personali/e theirgreetings.

• Notification Devices; Configure the settings of different notificationdevices and definevvhen and how userswantto be notified when a new messagearrives.

• Private Lists: Cisco llnitv Fxpress has public lists, which are defined by the administrator,and private lists,whichare defined by the users. Private listsare only visibleto the userwhocreatedthe private lists. This functionality allows the users to group some users to alist: for example, thev cangroup colleagues from thesales department lo a specific privatelist.

• Caller Input: Endusers canseeandcustomize what happens when a caller presses a keyand the greeting that should be played.

• Preferences: Personal settings can be managed: forexample, password management orspoken name recording with the Media Master application.

2-48 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8 0 © 201O Cisco Systems, Inc

Telephone User InterfaceThis section describes the telephone user interface inCisco Unity Express.

Telephone User Interface

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The telephone user interface (TUI) can be used to control the voice-mail system. The figureshows all available commands, which canbe accessed from anytouch-tone telephone. Toaccess theTUI.end users mustdial the voice-mail pilotnumber, which is configured bytheCiscoUnified Communications Manager Express system administrator. Thesystem promptsend users topress the keys for the different options. To end the TUI session, finish the call.

The Cisco Unity Express TUI overview can be found in the Quick Start Guide for Cisco UnityExpress:http://w ww.cisco.eonv'en/'US/docs/volce_ip_comni/unitv exp/rel7^1/quick/guide/voicemail/enu771vq-enu.pdf.

) 2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces

Cisco VoiceView ExpressThis figure describes the Cisco VoiceView Express application on the IP phone.

Cisco VoiceView Express

• Allows end users to interact with theirCiscoUnity Expressvoice mailbox using the IP phone display andsoftkeys.

• Manage personal mailbox options, manage notifications,send, listen to, record, and managevoice-mail messages.

* Must be configured as a service on Cisco UnifiedCommunicationsManager Express.

Cisco VoiceView Express allows end users to interact with their Cisco Unity Fxpress voicemailbox using the IP phone dispiav and softkeys. The users can manage the personal mailboxoptions and notifications, and send, listen to. record, and manage voice-mail messages.

CiscoVoiceView F.xpress prov idesan alternative to the TUI and web interface forsuch tasks.Cisco VoiceView F.xpress is a web application like the Cisco Unity F.xpress GUI. except it usesXML.

Cisco Unified Communications Manager Express must heconfigured so that the Servicesbutton canaccess theCiscoVoiceView Express application.

2-50 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

L

Cisco Unity Connection End-User InterfacesThis topic describes the different Cisco Unity Connection end-user web interfaces.

Authentication and Synchronization

Users can be synchronized from:• LDAPserver (for example, Active Directory)• Cisco Unified Communications Manager

• Cisco Unity Connectionor Cisco Unity Digital Network

Authentication can be configured with:• LDAP server

• Cisco Unity Connectionor Cisco UnityDigital Network• Local authonty

When accessing the Cisco Personal Communications Assistant (Cisco PCA) web interface, theuser logs on with the usemame and password. The end-user accounts are created by the CiscoUnity Connection administrator orsynchronized from Cisco Unified Communications Manageror the EDAP server. Depending onthe system configuration, the end user must change theirpassword after the first login. This configuration can be done in the Cisco Unity Connectionadministrator web interface in the authentication rules and password settings.

This figure describes authentication and synchronization for end users inCisco UnityConnection.

Authentication and synchronization can be used inall combinations. Users can besynchronizedfrom an LDAP serverand authentication can be performed locally, forexample. The figureshows the dilTerent methods of authentication and synchronization.

Synchronization can be configured with:

• LDAP server (Microsoft Active Directory, Sun ONE Directory Server. Sun iPlanet. or anOpenLDAP Server)

• Cisco Unified Communications Manager

• Digital networking nodes (Cisco Unity Connection. Cisco Unity)

• Local database


Authentication can be configured with:

• LDAP server (Microsoft Active Directory. Sun ONE Directory Server. Sun il'lanet. or anOpenLDAP server)

• Digital networking nodes (Cisco Unitv Connection. Cisco Unity)• Local aulhoritv

Note Cisco Unity Connection can be configured to force a password change after the first login. Itis recommended that end users change theirpassword afterthe first login.

2-52 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

Administrator Enabled User LoginThis figure describes how lo enable end-user login lo the Cisco Unity Connection end-user webinterface inCisco Unity Connection Administration.

Administrator Enabled User Login

Ifend users are locallycreated, set a passwordin the administration webinterface.

Cisco PCA can be enabledon a class of service basis.

Associated dass of servicefor the end user must beconfigured to allow access:

/'

t _«!iJ

The Cisco Personal Communications Assistant provides access todifferent applications. rI oallow users to access the Cisco Personal Communications Assistant, a password must be set. Toset apassword for an end user, search for an existing end user and choose Edit >PasswordSettings. Choose the Web Application Password setting. The voice-mail password setting is forthe PIN to access the TUI.

Everv user ismember ofa class ofservice (CoS) group. CoS defines accessible features likemessage length or enables the end user to record aname. CoS is also used for setting access tothe end-user web interfaces. The end-user web interface conlains the following applications:

• Cisco Unity Connection Assistant

• Cisco Unity Connection Inbox

• Personal Call Transfer Rules

• Cisco Unified Client

Even application can beenabled ordisabled with a CoS.

Choose Unity Connection >Class ofService Membership to view members ofaCoS.Administrators can listall themembers of a specific CoS using analias, the first or last name,or the extension. When the list isdisplayed, administrators can select all members or individualmembers and move the selected objects to another CoS.


Cisco Unity Connection AssistantThis figure describes the Cisco Imitv Connection Assistant.

Cisco Unity Connection Assistanl

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f.«™», . 3„,™, . a.rMv . sam^mtaven . cattm • Pibde<i» * H* .

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Depending on the permissions, the user interface can look different.

Ihe Cisco I nih Assistant web tool allows end users to customize how they and their callersinteract with Cisco Unitv Connection by phone. End users can also use Ihe tool to personalizetheir Cisco Unity Connection settings—including the recorded greetings and message-deliveryoptions—and to set up message-notification devices and tocreate private lists.

Access to theCisco I 'niiv Assistant is provided through theCisco Personal CommunicationsAssistant (Cisco PCA) website. The end user can change different options, for example:• Personal preferences control the information about a user onCisco Unity Connection and

some ol the choices end users make for interacting with the system, for example:Adding alternate spellings ofthe name

Changing the recorded name

Adding alternate names or numbers

— Changing the director) listing status

• End users have several Cisco Unitv Connection passwords: the plume password (PIN), thepassword thatthey use to log in to theCisco PCA website to access the webtools, andpasswords for external serv ice accounts to access Cisco MeetingPlace or MicrosoftExchange.

Note The Cisco Unity Connection system can be configured to use LDAP authentication for theCisco PCA password. If theCisco Unity Connection system isconfigured in this way, endusers cannof use the web interface to change the Cisco PCA password.

End users can enable different greetings and specify how long they want the greeting tobeenabled.

2-54 Intrcducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc

Cisco Unity Conneclion can send message notifications in the fonn oftext and ShortMessage Sen ice (SMS): for example, "Urgent message for Technical Support" or "Youhave new voice messages") to email addresses, text pagers, text-compatible mobile phones,and other devices.

End users can configure personal contacts to store names and numbers for people who arcnot included inthe Cisco Unity Connection directory', including customers, suppliers, andsoon.

Private lists canbe created to sel up groups of voice message recipients. When endusersaddress a voice message toone of their private lists, all members ofthe list receive themessage.

)2010 Cisco Systems, inc. Overviewof Administratorand End-User Interfaces 2-55

Cisco Unity Connection Inboxfh is iguredescribes the functionality ofthe Cisco Unity Connection Inbox.

Cisco Unity Connection Snbox

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Theaccess to theCisco Unitv Connection Inbox webtool is provided through theCiscoPersonal Communications Assistant website. The Cisco Unity Connection Inbox web toolcontains voice messages and anv message that endusers receive, liy clicking theapplicableicon oneach Cisco Unitv Connection Inbox page, endusers can sort and delete the messages onthe page, and compose and listen to a voice message.

Note The CiscoUnity Connection fnbox does not refresh the display automatically; end usersmust click the Refresh Messages icon to check for new messages.


Personal Call Transfer RulesThis figure describes Personal Call Transfer Rules in the Cisco Unity Connection end-user webinterface.

Personal Call Transfer Rules

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Cisco Unitv Connection can transfer and screen incoming calls according to rules that end usersconfigure in the Cisco Unity Personal Call Transfer Rules web tool. Cisco Unity Connectionuses apersonal call transfer rule to transfer particular calls to an end user, according to calleridentity, time of day. and the end-user meeting schedule, or to transfer calls to voice mail or toanother phone number. End users can set rules to transfer calls to aphone number, aseries ofphone numbers, to amail-based paging address, or to send SMS messages.End users can build very simple personal call transfer rules—for example, to transfer acallfrom asingle phone number to voice mail—or create more complex rules by using thefollowing components:

• Personal contacts list: Cisco Unity Connection uses the personal contacts list torouteincoming calls, aswell as toplace outgoing calls.

Note End users can manage their personal contacts list in the Cisco Unity Assistant web tool.

• Caller groups: Callers can be organized into groups, in order to apply one rule to multiplecallers without having to recreate the rule multiple times. Caller groups can contain otherCisco Unity Connection users, system contacts, and personal contacts.

• Personal destinations: End users can create adirectory ofcontact phone numbers to whichCisco Unity Connection can route incoming calls.

>2010 Cisco Systems. Inc.Overview of Administrator and End-UserInterfaces 2-57

Destination groups: End users can organize personal destinations and notification devicesinto groups so that Cisco Unity Connection routes calls to each destination in the order lhatis l.sted until the phone is answered, the caller finishes the call, or the last destination in thegroup is reached. 1he order ofdestinations in the group and the length oftime lhat CiscoUnitv Lonnect.on waits for the phone to be picked up at each destination can be specified

2-58 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems Inc

Telephone User InterfaceThis figure describes the TUI in Cisco Unity Connection.

Telephone User Interface

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The TUI is the traditional mechanism by which end users interact with votce-mail systems. TheCisco Unity Connection system prompts are presented to the user offering, lor example, theopportunity to listen to new. saved, or deleted messages. In add.fon, messages can be sent orpreferences can be changed.The Cisco Unity Connection TUI overview can be found in the document Cisco UnityConnection at a Glance: ni,„,irhttp://cisco.com/en/US/does/voice_ip._eomm/connection/lx/user/glance/cards/glncl21o.pdl.

>2010 Cisco Systems, Inc.Overview ofAdministrator and End-User Interfaces 2-59

Cisco Visual Voicemail

2-60

I'his figure describes the feature Cisco Visual Voicema

Cisco Visual Voicemail

End users manage their voice-mail inbox with anXML application on the phone:• Must beconfigured as a phone service on Cisco Unified

Communications Manager.• Cisco Visual Voicemail parameters must be configured on

Cisco UnityConnection.

Ihe Cisco Visual Voicemail application is an alternative lo the GUI or TUI End users can usethe screen on the IP phone to work with their voice messages.

Cisco Visual Voicemail allows Ihe user to view alist of end-user messages and plav messagesfrom the list. End users can also compose, reply to. forward, and delete messages. *Cisco Visual Voicemail uses the following:

• AMIDIct: The MIOIe. is installed when updating the Cisco Unitv Connection server to therelease required by Cisco Visual Voicemail.

• Phone sen ice: Aphone service that points to the Ml Diet needs to be configured.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) • )2010 Cisco Systems, lr

Cisco Unified Presence End-User InterfacesThis topic describes the Cisco Unified Presence end-user web interface.

Cisco Unified Presence End-Userinterfaces

• Cisco Unified Presence End User: ]&JLiil!&&LiLL

Cisco Unified Presence User OptionsFor uitaumfced Lom(rnrn»aani solution!

Cisco Unified Presence User Options

End users are

synchronizedfrom Cisco

Unified CM.

End users inCisco Unified Presence aresynchronized from Cisco Unified CommunicationsManager. End users use the Cisco Unified Presence User Options interface to customizesettings, create personal response messages, organize contacts, and send broadcast messages.

Note Users must useMicrosoft Internet Explorer version 6.0ora later toaccesstheCisco UnifiedPresence UserOptions interface. Ciscodoes notsupportother browsers.

© 2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-61

End-User Authentication

2-62

This figure describes the end-user authentication inCisco Unified Preser

End-User Authentication

Login on /cupuser

With LDAP authenticationenabled. Cisco Unified Presencesends the password requestdirectly to LDAP

Without LDAP authentication,Cisco Unified CommunicationsManager authenticates the loginrequests

Access rights on Cisco UnifiedPresence can be customized.

Authentication Requesl

Cisco Unified Presence publisher communicates directly with the Cisco UnifiedCommunications Manager publisher via the Administrative XME application programminginterface {API) bv using the Simple Object Access Protocol (SOAP) interface.

When first configured, the Cisco Unified Presence publisher performs an initialsv nchronization oftheentire Cisco Unified Communications Manager user and devicedatabase. All Cisco Unified Presence users areconfigured in the Cisco UnifiedCommunications Manager End User configuration. During thesynchronization. Cisco UnifiedPresencepopulates these users in its database from the Cisco Unified CommunicationsManager database and does not prov ideend-user configuration from its administrationinterface.

11 a Cisco Unified Personal Communicator user logs in to Cisco Unified Presence and EDAPauthentication isenabled onCisco Unified Communications Manager. Cisco Unified Presencewill go directly to the LDAP server for the Cisco Unified Personal Communicator userauthentication bv using the Bind operation. After Cisco Unified Personal Communicator isauthenticated. Cisco Unified Presence forwards the information to Cisco Unified PersonalCommunicatorto continue login.

IntrcducingCisco Voice and Unified CommunicationsAdministration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Preferencesfhis figure shows the preference settings in fhe Cisco Unified Presence end-user web interlace.

Preferences

. Preferences allow users tomanage personal settings:... IP phone Messenger (IPPM) customization like contact filtering, etc.- Calendar sellings require Microsoft Outlook gateway configuration on

Cisco Unified Presence administration

The IP Phone Messenger Settings allow the configuration ofthe following settings:• Contact Filtering: Display all contacts oronly online contacts.. Play Audible Notification (on incoming messages): Plays an audio tone on the IP phone

vvhen a new message arrives.

. PIN Protected: Enable or disable PIN-based protection ofthe IP Phone Messenger (IPPM)application.

• Session Timeout: Time in minutes after automatically logged out.• Phone Display Refresh Interval: Time in seconds when Ihe display refreshes the current

screen.

When using aMicrosoft Exchange Server. Cisco IP Phone Messenger enables end users toreceive meeting notifications on their IP phone, and correlates the status of meetings in thecalendar with the current availability status in Cisco IP Phone Messenger.With Cisco Unified MeetingPlace. administrators can configure Cisco Unified Presence toconnect end users directly to selected meetings without entering any meeting IDs. End userscan view and join meetings directly from the IP phone.

© 2010 Cisco Systems, IncOverview ofAdministrator andEnd-User Interfaces 2-63

Contacts and Privacy Policies

interfacT" ^^ ^ COn'aC'S ^ ^^ ^'"^ '*" ^ CisC0 Unificd l>rcse"Ce e,ld"user w<*

Contacts and Privacy Policies

• Conlacts can be created or edited.

• Contacts are used for Cisco Unified Personal Communicator or third-partymessaging clients * '

• Privacy Policies enables customized privacy, based on a black orwhite listseparated into internal (same domain] and external (different domain) users.

Aio*r *Jtu«7i. B*ctp(ftoj* nehtiHibta*ed[Brt*rtu|u«« LidMtO tutflbUHirii4d toUflW mypFBT.n**.)

Pnvacv configuration detemiines who can view current availability. End users have tworequired privacy lists {Default and Blocked), and can create the following additional customlists:

• Default policj: 1he default policy applies to all watchers who are not included in anotherrule. End users cannot assign watchers to the default policy.

• Hlocked policy: Any watcher added to the Blocked policy alvvavs sees end-user status asunavailable.

• Custom polie>: End users can create multiple custom policies in which thev can define theassociated watchers and devices.

End users can add awhole domain to the Hlocked policy, whereby any requests from users inthat domain will be blocked, provided those users have not been explicitly allowed.

2-64 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Ir

IPPM Broadcast and Response Messages

IPPM Broadcast and Response

Broadcast Messages can besent to multiple IPPM users ™at the same time. .*«•

Response Messages enablequickanswers for instant „phonemessages, and can ,.;„,be enhanced withuser- S"*defined messages. ,lm,

End users can configure certain message settings for Cisco IP Phone Messenger f™jj *eCisco Unified Presence user web interface. Messages can have amaximum of 150 charactersand can be sent tosome orall contacts in the contact list.End users can create personal response messages to avoid typing atext message each time theywant to send amessage. End users can create up lo 15 personal messages, and the systemadministrator can create an additional ten predefined messages. Personal response messages arealways displaved after the messages created by the system administrator.

© 2010 Cisco Systems, Inc.Overview ofAdminislrator and End-User Interfaces 2-65


Summary

* End users in Cisco Unified Communications Manager can be added to aUser Group to allow access to the end-user web interface The webinterface can be used to configure the associated device, changeentnesin the personal address book, and so on.

• Cisco Unified Communications Manager Express allows end users toconfigure their end device. Login credentials must be configured from theU LI.

• Cisco Unity Express offers three different interfaces to manage voice mailstheweb interface, thetelephony userinterface, or Cisco VoiceViewExpress

• Cisco Unity Connection also supports a customizable end-user webinterface that can be enabled or disabled with different features, dependingon the CoS. Cisco Unity Express also provides a TUI and Cisco VisualVoicemail

Cisco Unified Presence user web interfaceallowsend users to manaqetheir privacy settings and Cisco IP Phone Messenger settings.

2-66 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010Cisco Systems, Inc.

Module SummaryThis topic summarizes the key points that were discussed in this module.

Module Summary

• Cisco Unified Communications systems include differentadministrative interfaces to configure end devices, systemsettings, and more, as well as platform maintenance andtools for troubleshooting and system analysis.

• The components oftheCisco Unified Communicationssystems provide different end-user interfaces. Theseinterfaces allow end users to interact viaGUI, TUI, or IPphone with the Cisco Unified Communication system and tocustomize settings.

References

Eor additional information, refer to these resources:

• Cisco Unified Communicalions Manager Administration Guide, Release 8.0( 1) al:htlp:/7vvvvAv.cisco.com/en/US/docs/voicejp_comm/cucm/admin/8_0__l/ccmcfg/bccm-80T-cm.html

• Cisco Unified Communications Manager Express System Administrator Guide at:http://wA\w.cisco.com/en/US/docs/voice_ip_comrn/cucine/adinin/configuration/giiidtcmeadm.html

• System Administration Guide for Cisco Unity Connection Release 8.x at:http://'www,cisco.com/en/US/docs/voicejp_comm/conncction/8x/administralion/guidc/8\cucsagx.html

>2010 Cisco Systems, Inc Overview of Administrator and End User Interfaces 2-67

Module Self-CheckUse the questions here to review whal you learned in this module. The correct answers andsolutions are found in the Module Self-Check Answer Key.Ql) When upgrading to anew Cisco Unified Communications Manager release, which

partition is used for installation? (Source: Understanding Administrator Interfaces)A) swap

B) activeC) inactiveD) common

Q2) What are two ways in which an administrator can check the software and hardwarestatus in Cisco Unified Communications Manager? (Choose Iwo.) (Source:Understanding Administrator Interfaces)

A) Cisco Unified Operating System web pagesB) Cisco Unified Serviceability web pagesC) CE1D) Cisco Unified Communications Manager Administrator web pages

Q3) Where are the GUI files for Cisco Unified Communications Manager Express stored?(Source: Understanding Adminislrator Interfaces)

A) NVRAMB) EPROMC) DRAMD) flash memory

Q4) "fhe console interface of Cisco Unity Express is typically used for troubleshooting andmaintenance tasks. (Source: Understanding Administrator Interfaces)

A) true

B) false

05) Where can an adminislrator start network services like Cisco Tomcat in Cisco UnityConnection? (Source: Understanding Administrator Interfaces)A) Cisco Unity Connection ServiceabilityB) Cisco Unitv Connection AdministrationC) Cisco Unified ServiceabilityD) Cisco Unified OS Administration

Q6) Where are end users configured in Cisco Unified Presence? (Source: UnderstandingAdministrator Interfaces).

Q7) fo which standard group must end users be added to grant ihem access lo the end-userweb pages? (Source: Understanding Administrator Interfaces)A) Standard CCM AccessB) Standard CCM Super UsersC) Standard CCMUSER AdministrationD) Standard CCM End Users

)2010 Cisco Systems, Inc. Overview of Administrator and End-User Interfaces 2-69

Q8) Which features cannot he configured by end users in the end-user interlace of CiscoUnified Communications Manager Express? (Source: Understanding End-UserInterfaces)

A) ring settingsH) password changesC) speed-dial settingsD| busv lamp settings

Q9) Which statement describes notification devices in Cisco Unity Express? (Source:Understanding End-User Interfaces)

A) allow administrators to define devices for system alert and log messages») allow end users to manage destinations for notification schedulesC) allow administrators to create asimple hotline applicationD) allow end users to accesstheir voicebox

010) \\ hat are two wavs in which end users in Cisco Unity Connection are authenticated?(Choose two.) (Source: Understanding End-User Interfaces)A) EDAP server

B) Cisco Unified Communications ManagerC) Cisco Enitv ConnectionD) Microsoft domain

OH) Which ofthe following describes abenefit of Cisco IE Phone Messenger responsemessages'? (Source: Understanding End-User Interfaces)

A) Response messages are automatically sent to the sender when receiving aninstant message.

B) Response messages enable quick answers for instant phone messages and canbeenhanced with user-defined messages,

C) Response messages can be defined by the adminislrator and broadcast to allpresence users.

D) Response messages are defined bv end users and sent automatically ifthe enduser is signed on lo personal contacts.

Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc,

Module Self-Check Answer Keyon C

Q2) A. C

Q3J D

04) A

Q5)

Q6)

C

End users are not configured in Cisco Unified Ptesence. Tlicy are synchronized from Cisco UnifiedCommunications Manager.

07) D

Q8) D

Q9i B

QIO) A, C

QUI D

,2010 Cisco Systems, Inc Overview of Administrator and End-User Interfaces 2-71

Module 31

Call Flows in Cisco UnifiedCommunications Manager andCisco Unified CommunicationsManager Express

OverviewIP telephony networks require seamless integration with the public switched telephone networkrem With multiple call paths available, network administrators need to have an m-d P1

understanding of call routing in order to control fhe path that ,s taken for aparticular call, andof course, to control call costs. This module covers call flows ,n C.scc-UnifiedCommunications Manager and Cisco Unified Communications Manager Express.

Module ObjectivesUpon completing this module, you will be able to understand call Hows in Cisco UnifiedColurations Manager and Cisco Unified Communications Manager Express. This abilityincludes being able tomeet these objectives:. Describe the characteristics of call flows and the associated call legs in Cisco Unified

Communications Manager and Cisco Unified Communications Manager Express. Describe configuration components (class of service. Call Admission Control route lists.

route groups, and so on) that impact call flows in Cisco Unified Communications Manager. Describe configuration components (class of restriction, dial peers, and so on) that impact

call flows in Cisco Unified Communications Manager Express

Lesson 11

Understanding Call Flows andCall Legs

OverviewThis lesson provides an overview of call flows and call legs in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express.

ObjectivesUpon completing this lesson, you will be able to describe the characteristics of calljlows andthe associated call legs in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express. This ability includes being able to meet these objectives:• Describe theCisco Unified Communications Manager callflows and call legs

• Describe the Cisco Unified Communications Manager Express call flows and call legs

Cisco Unified Communications Manager CallFlows and Call Legs

Phis topic describes the Cisco Unified Communications Manager call flows and call legs

• Before sending packets, IP phones will query the DNS serverto resolve the IP address of the Cisco UnifiedCommunications Manager.

11 DNS

and Respon

IP Phone

Cisco Unified Communications Manager can use either IP addresses or names to refer to otherIP devices in application settings. When names are used, they need to be resolved to IPaddresses by a Domain Name Svstem (DNS)server.

Both methods have some advantages:

• Using If addresses: The system does not depend on a DNS server. This situation preventsloss of sen ice when the DNS server cannot be reached. When a device initiates aconnection, the time that is required to establish fheconnection is shorterbecause no nameresolution is required (i.e.. a DNS lookup sent todie DNS server, and a DNS reply sentback from the server are not required). IJy eliminating the need for DNS, there is no dangeroferrors that are caused by incorrect configuration ofthe DNS. Troubleshooting issimplified because there isnoneed toverily proper name resolution.

• Using DNS: Management issimplified because logical names are simpler to process than32-bit addresses. IfIP addresses change, there is no need to modify the application settingsbecause thev can still use the same names. Only the DNS server configuration must bemodified inthis case. IP addresses ofCisco Unified Communications Manager servers canbetranslated toward IP phones because the IPphone configuration files donotinclude theoriginal server IP address (which should appear differently to the IPphone), but ratherinclude names. As long as these names are resolved to the correct (translated) address whenDNS requests have been sent outby IP phones. Network Address Translation (NAT) is nota problem.

In general, because ofthe additional point of failure lhat iscaused by configuration errors orbecause of unavailabilitv ofthe service, the recommendation is not lo use DNS with CiscoUnifiedCommunications Manager.


The figure illustrates acall between Cisco Unified Communications Manager-controlled IPphones where DNS is used.Before the IP phone can communicate with Cisco Unified Communicalions Manager, it mustresolve the name ofthe sener. The IP phone obtains the name ofthe server from theconfiguration file, which was downloaded from aTFTP server. Signaling messages can btexchanged between the IP phone and Cisco Unified Communications Manager only after thename ofthe sener hasbeen obtained.

©2010 Cisco Systems, Inc.

Call Flows in Cisco Unified Communications Manager and Cisco Unified Communicalions Manager Express

SCCP Call Flow Without DNSThis_figure illustrates aSkinnv Client Control Protocol (SCCP) call flow between CiscoUnified Communications Manager-controlled IP phones where aDNS server is not used.

No extra step (DNSlookup)

Higher availability

No dependency on the DNS server

The recommendation is to remove DNS reliance

Some implementations may require DNS. for example, integration withCisco Unified Presence

IP Phone AIP Phone B

When IPaddresses are used instead of DNS names for the Cisco Unified CommunicationsManager servers, ihe need for the extra step ofDNS resolution is eliminated. The signalingsession can bo set up immediate!} and calls can beprocessed even if the DNS service is notavailable, fherefbre. the recommendation is to remove DNS reliance.

Note Some Cisco Unified Communications Manager implementations may require a DNS server;for example, when integrating Cisco Unified Communications Manager with Cisco UnifiedPresence Server

In order to diange the default hehav ior ofusing DNS. perform the following steps for eachCisco Unified Communications Manager server inthe cluster:

1. In Cisco I'niiied Communications Manager Adminislralion, go lo System >Server.

2. Select the first (next) available server from the list ofCisco Unified CommunicationsManager servers.

3. Change the server name to ihe IP address ofthe server and save the changes.

By default, hostnamcs are also used in IP phone URLs. When DNS reliance hostnamcs are usedin these phones. UREs must also be replaced by IP addresses. Enterprise Parameters in CiscoUnified Communicalions Manager Administration are used lo configure the IP phone URLs.

Intrcducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8.0 ©2010 Cisco Systems. Inc

Centralized Remote Branch Call FlowThis figure shows the call flow between IP phones in different branch locations in acentralizedCisco Unified Communications Manager deployment.

Centralized Remote Branch Call Flow

• Call flow between IPphonesinbranch locations:Signaling to Cisco Unified Communications Manager

- Media uses direct path between IP Phones

1) S'gna-ing Prolcco

2'. P i P N-'eosa Path

The signaling (SCCP) traffic must traverse the IP WAN from the branch IP phones to the CiscoUnified Communicalions Manager inthe headquarters (HQ inthe figure).

After signaling communication is established, the IP phone user can make acall. The Real-Time Transport Protocol (RIP) media stream uses the direct path between IP phones frombranch to branch.

© 2010 Cisco Systems, Inc3-7

Call Flows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express

Centralized Architecture PSTN Backup Call FlowWhen the IP WAN route fails in acentralized Cisco Unified Communications Managerdeployment. IP phones in remote branches arc no longer usable. This figure shows apublicswitched telephone network (PSTN) backup path to the IP WAN.

Centralized Architecture PSTN Backup

Gateway supports PSTN access via SRST

Cisco Unified Communications Manager canbeconfigured with aPSTNbackup route via gateways

Call Forward Unregistered (CFUR)Ifthe primary IPWAN routefails, callsare rerouted overthesecondary PSTN route

In acentralized Cisco Unified Communications Manager deployment with multiple remotesites across the IP WAN. a centralized call processing model consists ofa centralized CiscoUnified Communications Manager cluster that provides services for many sites and uses the IPWAN to transport IP telephonv trafficbetween the sites.

When the IP WAN route fails, branch IP phones cannot reach the central Cisco UnifiedCommunications Manager. Therefore, remote IP phones are no longer registered with CiscoUnified Communications Manager and calls will no longer work.

Cisco Unified Communications Manager can be configured with aPSTN backup route viaCisco gatewavs. IfThe primary IP WAN route fails. Cisco Unified Communications Managerreroutes calls over the secondary PS'l Nroute. To route calls via the PSTN for unregistered IPphones. Cisco Unified Communications Manager can be configured using the Call ForwardUnregistered (CFUR) feature.

At the remote branch, ihe Cisco Unified Survivable Remote Site Telephony (SRST) feature,which is available in Cisco IOS gatewavs. provides call processing services to remote IPphones during an IP WAN outage. When the IP WAN is down, the IP phones at the remotebranch office can register to the branch SRS f router. The SRST router can process callsbetween registered IP phones and can send calls lo other sites through the PSTN. Whenimplementing the multisite WAN model with centralized call processing, consider thefollowing guidelines:

• Maximum of 1000 locations per Cisco Unified Communications Manager cluster.• Maximum of1100 H.323 dev ices (gateways, multipoint control units, trunks, and clients)

or 1100 Media Gatewav Control Protocol (MCiCP) gateways per Unified Cisco UnifiedCommunications Manager cluster.

Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.

Minimize delav between Cisco Unified Cisco Unified Communications Manager andremote locations toreduce voice cut-through delays.There is no limit to the number of IP phones at each individual remote branch. However,the capability that is provided by the SRST feature in the branch router limits the number ofIP phones controlled by each router. For example, on aCisco 3845 Integrated SeriesRouter amaximum of 720 Cisco IP phones arc supported during WAN outrage or tailovcrto SRST. The maximum number ofIP phones is platform-dependent.Use the location-based Call Admission Control (CAC) mechanism in Cisco UnifiedCommunications Manager to provide CAC into and out of remote branches. Cisco UnifiedCommunications Manager can support amaximum of 30,000 IP phones per cluster whenCisco Unified Communications Manager runs on the largest supported server. ResourceReservation Protocol (RSVP)-based CAC between locations can be used to supportnetworks that are partly and fully meshed, or networks that are fully meshed.

3-9i 2010 Cisco Systems. Inc.

Call Flows in Cisco Unified Communications Manager and Cisco Unified Communicalions Manager Express

Centralized Architecture PSTN Backup ConsiderationsThe figure lists some considerations that must be handled when implementing PSTN backup ina centralized Cisco Iinified Communications Manager architecture

Centralized Architecture P^Considerations

• Cisco Unified Communications Manager reroutes calsover secondaryPSTNroutes when the pnmary IP WAN route fails;

Internal telephony numbering scheme is not valid on the PSTNThere is only E 164 numbering onlyon the PSTN

Internal sitecodes dialed are transparently modified to E. 164numbersUser does not need to redial

Support fora variety ofgateway signaling protocolsPeer-to-peer with H 323 or SI P

Gatewaycontrol using MGCP or SCCP

Remote gatewaysare required to control IPphones whenthe centralCiscoUnified Communications Manager is not reachable.

Cisco Unified SRST

Cisco Unified Communications Manager Express SRST

The following items must be considered when implementing PSTN backup:

• During an IP WAN failure. Cisco Unified Communicalions Manager reroutes calls oversecondary PSTN routes. Because the PS'l Nsupports only F. 164 numbering, the internaltelephony numbering scheme is not valid on the PSTN.

• One option is for the userto redial the full H. 164 number afteran IP WAN failure, ['hisoption is not the preferred solution.

• Abetter solution is for Cisco Unified Communications Manager to transparently modifythe dialed internal site codes to full F. 164 numbers before using the secondary PSTN route.Ibis procedure means that the userdoesnotneed to know the full H. 164 number andnoredial is necessary vvhen the primarv IP WAN fails.

• Cisco Ijfiiied Communications Manager support for various Cisco gateway signalingprotocols: 11.323 or Session Initiation Protocol (SIP) prov ides peer-lo-pcer communicationwith gateway s and other Cisco IInified Communications Manager clusters orCisco IinifiedCommunications Manager Express. Cisco IInified Communicalions Manager can controlCisco Voice Gatewavs and PSTN links using MGCP or SCCP.

• Because Cisco Unified Communications Manager is not reachable, no calls can originate orterminate on remote IP phones. The remote Cisco gateways arc required locontrol IPphones when the central Cisco Unified Communications Manager isnot reachable. Thefollowing Cisco Voice Gateway features support control of IP phones:— SRS I

— Cisco I. nified Commtinications Manager Fxpress SRST


Distributed Architecture Call FlowThis figure shows the call fiow in adistributed Cisco Unified Communicalions Managerdeployment. ^^^^^^^^^^

Distributed Architecture Call Flow

IP phone signaling to local Cisco Unified Communications Manager clusterIntercluster trunk <ICT) signaling between Cisco Unified CommunicationsManager clusters

Media uses direct path between IP phones

Main 1 Remote 1

IP Phone AIP Phone B

RTP Medi<s Pain

If adistributed call-processing model is more suitable for the business needs ofacustomer, thechoices include installing aCisco Unified Communications Manager cluster at the remotebranch or running Cisco Unified Communicalions Manager Express on the branch router."Fhis figure shows the call flow between IP phones in different branch locations in adistributedCisco Unified Communications Manager deployment. Fach (large) remote site has its ownCisco Unified Communications Manager cluster. IP phones ateach site are controlled by thelocal cluster: SCCP signaling is used to the local Cisco Unified Communications Managercluster (not across the IP WAN).

When calling between sites, inlerclusler trunk (ICT) signaling is used between Cisco UnifiedCommunications Manager clusters. The RTP media stream uses the direct path between IPphones from branch to branch.

In the distributed call-processing model, Cisco Unified Communications Manager.applications, and digital signal processor (DSP) resources may be located al each site, fhe IPWAN onlv carries signaling traffic for intersite calls, but signaling traffic for calls within asiteremains local tothe site. Therefore, the amount ofsignaling traffic between sites isreducedcompared to a centralized call-processing model.

With the use ofgatekeepers, adistributed call-processing model can scale to hundreds ol sites.Italso provides transparent use ofthe PSTN when the IP WAN is unavailable.In amultisite centralized call model. Cisco Unified Communications Manager Administrationiscentralized. The multisite centralized call model is simpler compared toa multisitedistributed call-processing model where multiple clusters must be administered separately.

© 2010 Cisco Systems, inc3-11

Call Flows in Cisco Unified Communications Manager andCisco Unified Communications Manager Express

Distributed Architecture ConsiderationsIhe figure lists considerations for implementing adistributed Cisco Unified CommunicationsManager architecture.

• Similar requirements to central architecture- Support for a vanety ofgateway signaling protocols• Each mam location has a CiscoUnified Communications

Manager cluster

Clustercontrols local IP phones* Support for variety ofintercluster signaling protocols

Interclustertrunk (ICT)SIP

H 323

* Callsare rerouted over secondary routes (PSTN) when theprimary IP WAN route fails

Internal telephony numberng scheme is not valid on the

There is only E 164 numbering on the PSTN

The following items must be considered when implementing Cisco Unified CommunicationsManager in a distributed architecture:

• Cisco Unified Communications Manager supports s variety ofgateway signaling protocolsfor connecting to gateway sat remote sites, for example 11.323 and SIP. Gateways includeCisco IOS routers. Cisco [inified Communications Manager. Cisco UnifiedCommunicalions Manager Fxpress. and third-party solutions.

• lypieally there isa Cisco Unified Communications Manager cluster ateach main location,such as central data center sites. Fach Cisco Unified Communications Manager clustercontrols a separate group of IP phones,

• Between Cisco [milled Communicalions Manager clusters, there are several interclustersignaling protocols to choose from:

— ICT

— SIP

— IF323

• When the primary IP WAN route between Cisco Unified Communicalions Managerclusters fails. Cisco Unified Communications Manager can be configured to reroute callsover secondary (PSl'N) routes. In this scenario, any internal abbreviated telephonynumbering scheme is not valid. Ihe PSTN numbering plan isdesigned around F.164.


Distributed Architecture PSTN Backup Call FlowWhen the IP WAN route fails in adistributed Cisco Unified Communications Managerdlplovment. aPSTN backup path can be used. This figure covers the PSTN call flow in adistributed Cisco Unified Communications Manager architecture.

Distributed Architecture PSTN BackupCall Flow

If the primary IP WAN route fails, Cisco Unified CommunicationsManager can reroute calls over secondary routes (PSTN):

• Gateways provide PSTN access

• Valid number is required on the PSTN

;.Remote

IPPhoneA WAN FailureIP Phone B

In adistributed Cisco Unified Communications Manager architecture, ifthe primary IP WANroute fails. Cisco Unified Communications Manager can reroute calls over secondary routes(PSTN).

Cisco gatewav sprovide access to the PSTN via analog or digital links. Remember lhat E. 164numbering is required on the PSTN.

) 2010 Cisco Systems. Inc


PSTN Backup Path Selection

This figure covers PSTN backup path selection in adistributed Cisco Unified CommunicationsManager architecture.

PSTN Backup Path Selection

• Depending onthe calling device, different paths can beselected toreach the same destination.

• Asecondary path can beused when the primary path isnotavailable

Acall can betransparently rerouted over thePSTN durinq an IPWAN failure

Concepts of route pattern, route list and route groups are used.Digit strings may require modification.

Abbreviated on-net calls between sites may need to be expandedto full E.164 numbers when rerouted over the PSTN.

Remote gateways are not required tocontrol IP phones.IPphones are still controlledby the localCisco UnifiedCommunications Manager cluster.

In adistributed Cisco Imilled Communications Manager architecture the PSTN backup pathselection can be based on the calling device. Cisco Unified Communications Manager can beconfigured to have different paths available to reach the same destination that may be selectedbased on the calling device,

Asecondary path can be used when the primarv IPWAN path isnot available as follows:

• Acall can be transparently rerouted over the PSTN during an IP WAN failure.

• Route pattern, route list, and route groups provide call routing flexibility.

Digit strings mav require modification. Abbreviated on-net calls between siles may need to beexpanded to full F.164 numbers when rerouted over the PSTN.

Note Remote gateways arenot required to control the branch IP phones because the local CiscoUnified Communications Manager cluster confrols theIP phones.

Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc

AAR Call FlowThis section describes the call flow for automated alternate routing (AAR).

AAR Call Flow

• The IP WANis fullyoperational.

• CAC blocks a call over the IP WAN.

• The call is automaticallyrerouted over the PSTN.- Alternatively. Call Forward NoBandwidth can be set.

Main

Signaling | \R'oiovol

IP Phone A

' Signaling-ruined

Main I ""' Remote 1 IPPhone BMain 1 CAC Max. Calls

Reached

To avoid oversubscribing WAN links with voice traffic and causing deterioration ofthe qualityofestablished calls. CAC is used to limit the number ofcalls between the sites. Centralizedcall-processing models can take advantage of AAR features. AAR allows Cisco UnifiedCommunications Manager to dynamically reroute acall over the PSTN ifthe call is deniedbecause of CAC as follows:

• AAR allows calls tobererouted through the PSTN by using an alternate number whenCisco Unified Communications Manager blocks a call due to insufficient locationbandwidth. With AAR. the caller does not need tohang up the phone and redial the calledpartv. Without AAR. the user would gel areorder tone and the IP phone would display the"Not enough bandwidth" message.

• AAR applies to centralized call-processing deployments. For instance, ifatelephone in acompany headquarters calls atelephone in branch Band the available bandwidth for theWAN link between the branches is insufficient (as computed by the mechanisms at thelocations). AAR can reroute the call through the PSTN. The audio path ofthe call would beIP-based from ihe calling phone to its local (headquarters) PSTN gateway, time-divisionmultiplexing (TDM)-based from that gateway through the PSTN to Ihc branch Bgateway,and IP-based from the branch B gateway to thedestination IPphone.

• AAR is transparent to users. It can be configured so that users dial only the on-net directorynumber. For example, all that is required to reach the destination is the four-digit number ofthe called phone. No additional user input is required to reach the destination through thealternate network, such as the PSTN.

>2010 Cisco Systems, Inc3-15


In the preceding example, acall is placed from phone Ato phone B, but the locations-basedCAC denies the call due to insufficient bandwidth. Cisco Unified Communications Managernow automatically composes the required route pattern to reach phone Bvia the PSTN andsends the call off-net.

3-16 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v80 ©2010 Cisco Systems.Inc.

AAR CharacteristicsThissection describes the characteristics of AAR.

AAR Characteristics

- Provides a fallback mechanism for callsdenied byCallAdmission Control (CAC) and reroutes the calls over the PSTN.- Only works for locations-based CAC- Only works for calls placed to internal directory numbers

- AAR supportsthe following callscenarios:- Call originates from an IP phone within one location and

terminates at an IP phone within another location.- Incoming call through a gateway device within onelocation

terminates at an IP phone withinanother location.• AAR destination mask can be configured per device toreroute

calls to other phone numbers, such as cell phones.- Call Forward No Bandwidth (CFNB).- Forward to voice mail can be configured per device to

reroute callsto voice mail.

» AAR does not work with SRST.- Not activated by WAN failure

The characteristics of AAR are as follows:

• AAR provides amechanism for calls that are denied by Cisco Unified CommunicationsManager -based CAC or RSVP-enabled locations-based CAC by rerouting calls over thePSl'N in the event of CAC failure.

• AAR only works for calls placed to internal directory numbers. It does not apply to callsplaced to route patterns or feature patterns such as Mcct-Me or Call Park. However it doeswork for hunt pilots and computer telephony interface (CTI) ports. These entities can beconfigured with an AAR group and an AAR calling search space (CSS).

• The alternate number that is used for the PSTN call iscomposed ofthedialed number, aprefix that is configured per AAR source and destination group, and the external phonenumber mask of the called device.

• Alternatively, calls can be routed to voice mail or an AAR destination mask can beconfigured per device, which allows any number to be used for arerouted call. The numberlhat is specified at the AAR destination mask is also known as the Call Forward NoBandwidth (CKNB) destination.

Note AAR isa Cisco Unified Communications Manager fallback mechanism for calls thataredenied by locations-based CAC or RSVP-enabled locations-based CAC. It does not apply tocalls denied by external gateways due toexceeding theavailable oradministrativelypermitted number of channels or to calls that have been rejected on trunks (for example, ongatekeeper-controlled H.225 or intercluster trunks). If such calls fail for any reason, routelists and route groups provide additional fallback mechanisms.

) 2010 Cisco Systems, Inc.

Call Flows inCisco Unified Communications Manager andCisco Unified Communications Manager Express

AAR supports the following call scenarios:

• Acall originates from an IP phone within one location and terminates at an IP phone withinanother location.

• An incoming call through agateway device within one location terminates at an IP phonewithin another location.

AAR docs not work with SRST for the following reasons:

• AAR isnot activ ated by WAN failures, but only after CAC denies a call,

• If the AAR-composed number results in anumber with Ihe same area code as the gateway.typically the area code must not be dialed. In order to solve this problem, a translationpattern can be created that strips offthe area code before dialing the AAR-composednumber,

• Depending on the dial plan implementation and the type of calls (international, multiplecountries, and so on), additional modifications might be required.

• AAR does not support CTI route points as theorigin or destination of calls.

• AAR is not compatible with Cisco Extension Mobility for users who roam to differentsites.

• For off-net calls to the PSIN. telephony administrators may configure the access point tothe public network near the call origin ornear the call destination. Access to the PSTN nearthe call origin is referred toas headend hop-off (IIPTIO). Access to the PSTN near the calldestination is referred to as tail-end hop-off (TF.HO). When using THI10. it is important toconfigure the AAR CSS so lhat the local gateway is always used for calls being reroutedusing AAR. Othenvise calls will fail, because the call leg lo the (remote) PSIN gatewayagain runs into the same issue as the initial call. The call needs to go over the IP WAN."which typically means it goes out ofthe location ofthe originating phone. This route is notpossible because there is no bandwidth thai is lelt for the location, which is the reason whythe initial called resulted in a CAC failure.

3-18 Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc.

Cisco Unified Communications Manager ExpressCall Flows and Call Legs

This topic describes the call flows and call legs in Cisco Unified Communications ManagerLxpress.

Cisco Unified CommunicationsManager Express Call Flow

• Cisco Unified Communications Manager Express uses dialpeers to establish logical connections, or call legs, tocomplete an end-to-end call.

«Adial peeris an addressable call endpoint.- POTS dial peersconnect to a traditional telephony

network.

- VoIP dial peers connect overa packet network.- IPphones are POTSdialpeers.

• Dial peers are defined foroutgoing destinations.• Defaultdial peer for incoming calls.

- Additional inbound dial peers maybe configured.

For calls to fiow correctly through the Cisco Unified Communications Manager Express, theadministrator must have a good understanding ofthe following:

• The locations ofthe telephony edgedevices

• The types ofconnections lhat need to be made between these devices• The telephone numbering scheme that is to be applied to the devices

Cisco Unified Communications Manager Express uses dial peers toestablish logicalconnections to complete an end-to-end call between devices. These logical connections arereferred to as call legs.

Fach dial peer is an addressable call endpoint. The type of dial peer is dependent on the actualconnection as follows:

• When using atraditional telephony connection, the plain old telephone service (POTS) dialpeermust be used.

• When connecting via an IP packet network, a VoIP dial peer is used. Additional dial peertvpes are available for connectivity to other network types. Other dial peer types includeVoice over Frame Relay (VoFR). Voice over ATM (VoATM), and Multimedia Mail overlP(MMolP).

© 2010 Cisco Systems, Inc.


Dial peers are defined for outgoing destinations. Multiple dial peers may exist in the sameCisco Unified Communications Manager Express and are matched based on destinationmatching criteria.

When an IP phone is configured in Cisco Unified Communicalions Manager Express, thesy stem automatically creates avirtual voice port thai represents the line (slate) on the phvsicalIP phone. Internally. a POTS dial peer isused for routing calls to the line extension number(virtual voice port), h may seem unusual that a POTS dial peer is used for an IP phone. Thereason is that an IP phone behaves in an identical manner to traditional analog telephonvdevices. However, instead ofaphysical voice port, avirtual voice port is used.Adefault dial peer is automatically available for matching incoming calls. Additional inbounddial peers may be configured when it is necessary to apply different characteristics to differentinbound calls.


Cisco Unified Communications Manager Express Call LegsThis section describes Cisco Unified Communications Manager Express call legs.

Cisco Unified CommunicationsManager Express Call Legs

These dial peers are used for inbound and outbound call legs:• VoIP

• POTS

Inbound OutboundPOTS Call Leg VoIP Call Leg

Inbound OutboundVoIPCall Leg POTS Call Leg

PBX

r Cisco Unified

Communications

Manager Express

Cisco Unified

Communications

Manager Express

PBX

Dial peers are used for both inbound and outbound call legs. Dial peers are used to identify callsource and destination endpoints and lo define the characteristics lhat are applied to each callleg in the call connection. Adial peer is associated with each call leg. Attributes that aredefined in adial peer and applied to ihe call leg include the codec, quality ofservice (QoS).voice activity detection (VAD). and fax rate.

It is important to remember lhat these terms are defined from the perspective of the CiscoUnified Communications Manager Express router as follows:

• An inbound call leg originates when an incoming call arrives at the Cisco UnifiedCommunicalions Manager Express router.

• An outbound call leg originates when an outgoing call is placed from the Cisco UnifiedCommunications Manager Express router.

Forinbound calls from a POTS interface thataredestined for the packet network, the routermatches aPOTS dial peer for the inbound call leg and avoice-network dial peer, such as VoIP.for the outbound call leg.

For inbound calls from the packet network, the router matches a VoIP dial peer to terminate theinbound VoIP call leg and aPOTS dial peer for the outbound call leg. Dial peers that define thecharacteristics ofapacket network connection are sometimes referred to as voice-network dialpeers.

) 2010 Cisco Systems, Inc.3-21


POTS Dial Peers

This section describes a POTS dial peer.

Configuration for dial peer1on Cisco Unified CommunicationsManager Express:

BranchHaorifiaure t >_=iE!iri,) I

Branchl(config)#aiai -peei voice 1 potsBranchl(coBfig-dialpeer)#dsstiiiation-p*ii,=.ri1 nrnBranchKconfig-dialpeer)#por; i.'O/CBranchl(config-Dialpeer)isnd

For calls to extension 7777

Branch 1 matches outbound POTS dial peer 1and forwardscalls to voice port 1/0/0

. Dial Peer 1

Extension 7777

Voice Port

1«WQ;ts-r-.

Branch 1

Cisco Unified

Communications

Manager Express

This figure illustrates a POTS dial-peer configuration on a Cisco Unified CommunicationsManager Express router,

fhe dial-peer tv pc will be specified as POTS because the edge device (extension 7777) isdirectly connected to avoice port. The signaling must be sent from this port to reach the device.There are two basic parameters that need to be specified for the device as follows:• The telephone number

• The voice port

Calls to extension 7777 arriv ing at ihe branch 1Cisco Unified Communications ManagerExpress will match ihe outbound PO'l Sdiai peer I.The matching criterion is the destinationpattern of 7777. Dial peer 1isconfigured to forward calls tovoice port 1/0/0.

When a PBX connects to the voice port, arange oftelephone numbers can be specified, lorexample, lo match the range of4-digil extension numbers starting with 7 that are connected tovoice port 0/1/0. a dial peerconfiguration would beas follows:

dial-peer voice 2 pots

destination-pattern 7...

port 0/1/0

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc

VoIP Dial Peers

This section describes a VoIP dial peer.

VoIP Dial Peers

Forcallsfrom extension 7777to extension 8888:• Branch! matches the outbound VoIP dial peer 2tobranch 2(10.18.0.1).• Branch2 matches the inbound defaultdialpeer.

• Branch 2matches the outbound POTS dial peer 3tothe PBX.

Branch 1

Extension 7777

Bronch2(config)#dial-peer voice 3 potsBranch2(conf ig-dial-peer) ltdestination pattern 8.Branch2(config-dial-peer)#forward-digits allBr«nch2(conflg-dlal-peer)ttport 1/0/0

Dial Peer 2Branch 2

10.180.1 PBX Extension 88S8

Branchl(config)#dial-peer voice 2 voipBronchi(config-dial-peer)idestination pattern 8.Bronchi(config-dial-peer)#EeBflion target ipv4:11

The figure illustrates an example VoIP dial-peer configuration on aCisco UnifiedCommunications Manager Express router.

Cisco Unified Communications Manager Express administrators must know how to identify thefar-end voice-enabled device that will terminate the call. In asmall network environment, thedevice may be the IP address ofthe remote device. In alarge environment, identifying thedevice ma'v mean pointing to aCisco Unified Communications Manager, Cisco UnifiedCommunications Manager Express, or gatekeeper for address resolution, and then CAC locomplete the call.

For calls from extension 7777 toextension 8888, use the following configuration:• On the branch 1Cisco Unified Communications Manager Express, the dial-peer type will

be specified as VoIP because the remote device to reach extension 8888 is reachable acrossa packet network.

• The branch 1Cisco Unified Communications Manager Express matches the destinationpattern of8... ofthe outbound VoIP dial peer 2.

• Dial peer 2is configured to send signaling lo the branch 2Cisco Unified CommunicationsManager Express (atIPaddress 10.18.0.1).

• Calls arriv ing atbranch 2will match the default dial peer (inbound).• The branch 2 Cisco Unified Communications Manager Express will then search for

outbound dial peer matches. In this case, the outbound POTS dial peer 3to PBX is amatch.The call will be forwarded to voice port 1/0/0.

© 2010 Cisco Systems. Inc.3-23


Matching Inbound Dial Peers••hissection describes configurable parameters that are used for matching inbound dial peers.

Matching inbound Dial Peers

Configurable parameters used for matching inbounddial peers:

• incoming called number Definesthe called numberor DialedNumber Identification Service {DNIS) string

Applies to VoIP, POTS T1/E1 CAS, and ISDN dial peers• answer-address Defines the originating calling numberorAN)

string

Applies to VoIP, POTS T1/E1 CAS, andISDN dial peers• destination pattern- Uses the calling number{originating orANI

string) to match the Incoming call leg loan inbound dial peer• port Attempts tomatch theconfigured dial-peer port

to the voice port that isassociated with the incoming callPOTS dial peers only

When determining how inbound dial peers are matched on aCisco Unified CommunicationsManager Fxpress router, ii is important to note whether the inbound call leg is matched to aPOTS orVoIP dial peer. Matching occurs in the following manner:

• Inbound POTS dial peers are associated with the incoming POTS call legs oftheoriginating router or gatewav.

• Inbound VoIP dial peers are associated with the incoming VoIP call legs ofthe terminatingrouter or gatewav.

When aCisco IOS router or gatewav receives acall setup request, it looks for adial-peer matchlorthe incoming call. This match isnota digit-by-digit match. Instead, (he router uses the fulldigit string that is receiv ed in the setup request for matching against the configured dial peers.Information elements lhat are sent in the call setup message and physical port are matchedagainst configurable dial-peer command attributes. These elements arcas follows:

• Called number Dialed Number Identification Service (DNIS): DNIS isthe call destinationdial string, and it isderived from the ISDN setup message orchannel associated sianalin*(CAS) DNIS.

• Calling number Automatic Number Identification (ANl): ANI is anumber string thatrepresents the origin, and it isderived from the ISDN setup message orchannel associatedsignaling (CAS) ANI. The AN! is also referred to as the calling line ID (CUD).

• Voice port: Voice port represents the POTS physical voice port.

The router orgatewav matches the call setup parameters inthe order thai is listed here:

I. The router orgatewav- attempts to match the called number ofthe call setup request withthe configured incoming called-number parameter ofeach dial peer.

3-24 Introducing Cisco Vorce and Unified Communications Adminislralion (ICOMM) v8 0 ©20IOCisco Systems. Inc.

2 If amatch is not found, the router or gateway attempts to match the calling number ofthecall setup request with the answer-address parameter ot each dial peer.

3 If amatch is not found, the router or gateway attempts to match the calling number of thecall setup request to the destination-pattern parameter ot each dial peer.

4 The voice port uses the voice port number that is associated with the incoming call setuprequest to match the inbound call leg to the configured dial-peer port parameter.

5. Ifmultiple peers have the same port that is configured, the router or gateway matches thefirst dial peer that isadded to the configuration.

6. Ifamatch is not found in the previous steps, the default is dial peer 0.

Because call setups always include the DNIS information, it is recommended to use theincoming called-numbcr command for inbound dial-peer matching. Configuring the incomingcalled-number command is useful for acompany that has acentral call center that providessupport for anumber of different products. Purchasers of each product get aunique toll-lreenumber lo call for support. All support calls are routed to the same trunk group destined for thecall center When acall conies in. the computer telephony system uses the DNIS to fiash theappropriate message on the computer screen ofthe agent to whom the call is routed. The agentwill then know how tocustomize the greeting when answering the call.The calling number ANI is used wilh the answer-address command when you want to matchcalls that are based on the originating calling number. For example, when acompany hasinternational customers who require foreign-language-speaking agents to answer the call, thecall can be routed to the appropriate agent based on the country ofcall origin.The calling number ANI is used with the destination-pattern command when the dial peersare set up for two-wav calling. In acorporate environment, the head office and the remote sitesmust be connected. As long as each site has aVoIP dial peer configured to point to each site,inbound calls from the remote sitewillmatch against thatdial peer.

~ 3-25© 2010 Cisco Systems, Inc


Default Incoming VoIP Dial PeerThis section describes the inbound default dial peer 0capabilities.

3-26

Default Incoming VoIP Dial Peer

Ifthere is no dial peer match, use the default dial-peer 0.

Dial peer 0 default capabilities:• Any codec is supported• VAD is enabled

• DTMF relay is disabled

• Fax relay is disabled

• DSCPAF31 signaling

- DSCP EF media

• No RSVP support

When amatching inbound dial peer is not found. Cisco Unified Communicalions Managert:\press routerresorts in the defaultdial peer.

Default dial peers are used for inbound matches only. They are not used tomatch outboundcalls thatdo nothave a dial peerconfigured.

fhe default dial peer is referred to as dial peer 0: it cannot be modified and is not displayedwith any slum commands.

Dial peer 0 lor inbound VoIP peers has die following settings:• Any codec is supported.

• QoS parameters lor signaling are differentiated services code point (DSCP) Al 31 and formedia. DSCP I.f for media.

• VAD is enabled.

• RSVP is not supported.

• The fax rate isset to voice andthe fax relay is disabled.

• There is no interactive voice response (IVR) application support.

The default dial peer 0 will fail to negotiate nondefaull capabilities orservices.

When the default dial peer is matched on a VoIP call, the call leg lhat is set up in the inbounddirection uses any supported codec for voice compression that is based on the requested codeccapability coming from the source router.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc

When adefault dial peer is matched, the voice path in one direction may have differentparameters than the voice path in the return direction. This difference in voice path parametersmav cause one side ofthe connection to report good quality voice while the other side reportspoor quality voice. For example, the outbound dial peer has VAD disabled, but the inbound callleg is matched against the default dial peer, which has VAD enabled. VAD would be on in onedirection and off in the return direction.

When the default dial peer is matched on an inbound POTS call leg, there is no default IVRapplication with the port. As aresult, the user gets adial tone and proceeds with dialed digits.

© 2010 Cisco Systems. Inc 3-27

CallFlowsinCisco Unified Communications Managerand Cisco Unified Communications ManagerExpress

Matching Outbound Dial PeersThis section describes how gateways match outbound dial peers.

Matching Outbound Dial Peers

Outbound dial peersare selected by thelongest destinationpattern match:

* PSTN access code 9

• Emergency 911 calls

• 7-digit local calls

• 11-digit long distancecalls

• 11-digit toll-free calls

• Variable lengthinternational calls

dial-peer v oice 911 pots

deatination-pattern 911

forward-di qits all

port 0/0/0 23

dial-peer v Dice 9911 pots

deatination-pa ttarn 9911

£orward-di gits 3

port 0/0/0 23

dial.peer v sice 97 potsdeatinatio n-pa ttern 9 [2-91

port 0/0/0 23

dial-peer v ice 98 potedeatinatio a-pa ttern 9112-91 . . [2 9} ..... .

port 0/0/0 23

dial-peer v ice 91800 potsdeatinatio i-pa ttern 91800

port 0/0/0 23

forward-digits 11

dial-peer vc ica 9011 potfl

destiaatio -pa ttern 9011T

prefix Oil

port 0/0/0 23

The figure shows a possible Cisco Unified Communications Manager f.xpress configuration forthe North American Numbering Plan (NANP). Outbound dial peers arematched as follows:

• For emergency 911 calls (without PSTN access code 9).all dialed digits (911) areforwarded to the PS IN:


destination-pattern 911

forward-digits all

port 0/0/0:23

• for emergency 99! I calls, onlv 3-digits (911) are forwarded to the PSTN:



port 0/0/0:23

forward-digits 3

• l:or local 7-digit calls (with PSTN access code 9). the user dials 9 followed by a 7-digitlocal number. Only the 7-digit local number is forwarded to the PSTN:


destination-pattern 9[2-9]

port 0/0/0:23

forward-digits 7

• for 11-digit long-distance calls (with PSl'N access code 9).theuser dials 9 followed byan1l-digit long-distance number. Onlv the 11-digit long-distance numberis forwarded to thePSTN:


destination-pattern 91 [2-9] . , [2-9]

3-28 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) u8 0 ©2010 Cisco Systems, Inc.

port 0/0/0:23forward-digits 11

• For 11-digit toll free calls (with PSTN access code 9):dial-peer voice 91800 potsdestination-pattern 91800

port 0/0/0:23

forward-digits 11

m For variable-length international calls (with PSTN access code 9), the user dials 9011followed an international number (country code, for example). The matched digits arestripped, so aprefix of 011 is added to present an internationally dialed call to ihc PSTN:


destination-pattern 9011T

port 0/0/0:23

prefix 011

Outbound dial-peer matching is completed on adigit-by-digit basis. Therefore. Cisco UnifiedCommunications Manager F.xpress checks for dial-peer matches after receiving each digit andthen routes the call whena full match is made.

Cisco Unified Communications Manager Express matches outbound dial peers using thefollowing order:

• The Cisco Unified Communications Manager Express router uses Ihe dial peerdestination-pattern command to determine which dial peer will be used to route the call.

• The dial-peer configuration will then determine where to forward the call using one of thefollowing configuration commands:

— POTS dial peers usethe port command.

— Vol Pdial peers use the session targetcommand.

Ifmore than one dial peer matches the dial string, all ofthe matching dial peers are used toform arotary group. The router attempts to place the outbound call leg using all ofthe dialpeers in the rotary group until one issuccessful.Use the show dial plan number string command to determine which dial peer is matched to aspecific dialed siring. This command displays all matching dial peers in the order that they areused.

It may be necessary to manipulate digits in adial string before acall is passed to a remotetelephonv dev ice: for example, when calling PBXs with different capabilities to accept digits,or for PSTN and international calls. The Cisco Unified Communications Manager Fxpressrouter supports various strategies for configuring digit manipulation within dial peersdepending on the existing dial plan, the digits thai users are expected to dial, and thecapabilities ofthe PBX. These options, along with the destination pattern, determine the dialstring that the router forwards tothe telephony device.

>2010 Cisco Systems, Inc

Call Flows inCisco Unified Communications Manager and CiscoUnified Communications Manager Express

When Cisco Unified Communications Manager Fxpress matches the destination patlem in aPOTS dial peer, the matched (left-justified) digits are stripped and (he remaining digits areforwarded to the voice port. Dial peer configuration options allow for nondefault behavior sothat the destination digit string is presented in away that Ihe receiving telephony device-ex peets:

• Ihe no digit-strip command disables this automatic digit-stripping function so thatmatching digits are not stripped from the dialed string before it is passed to the telephonvinterface.

• fhe forward-digits command controls the number ofdigits thai are stripped before thedialed string is passed to the telephony interface. Afixed number ofdialed digits, or alldialed digits, can be forwarded regardless ofthe number ofdigits that explicitly match thedestination pattern.

• The prefix command can be used to add specific digits to the beginning of'ihe dialed stringbefore it is forwarded to the telephonv interface.

3-30 Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) vB 0 ©2010 Cisco Systems, Inc

Influencing Outgoing Call BehaviorI'his section describes how to influence the behavior ofoutbound dial peers.

Influencing Outgoing Call Behavior

How to influence the dial peerusage {hunt selection):1 Longest match; ifmultiple matchesthen2 Explicit preference; if multiple matches then3 Random selection

Modify the hunt behavior:• dial-peer hunt command

• Eight variants and combinations can beselected- Longest match

- Explicit preference

- Random

- Least recent use

By default, the Cisco Unified Communications Manager Express searches for amatch. If thereare more matches for the destination pattern, the preference command is checked. Ifseveralmatched dial peers have the same preference, then the dial peers are selected randomly bydefault.

This hunting behavior can be influenced. To specify ahunt selection order for dial peers, usethe dial-peer hunt command in global configuration mode. Anumber from 0to 7selects apredefined hunting selection order as follows:

• 0: Default hunt order. Longest match inphone number, explicit preference, randomselection

• 1: Longest match inphone number, explicit preference, least recent use

• 2: Explicit preference, longest match in phone number, random selection• 3: Explicit preference, longest match inphone number, least recent use

• 4: Least recent use. longest match inphone number, explicit preference

• 5: Least recent use. explicit preference, longest match in phone number

• 6: Random selection

• 7: Least recent use.

"fhe least recent use option selects the destination pattern with the longest period oftime sinceit was last selected: that is. the longest idle time.

i 2010 Cisco Systems. Inc

Call Flows inCiscoUnified Communications Manager and Cisco Unified Communications Manager Express

Summaryfhis topic summarizes the key poinls that were discussed inthis lesson.

iummary

- Cisco Unified Communications Manager canbeconfiguredwith PSTN backup routes. For example, when a primary IPWAN route fails, calls will be rerouted over a secondaryPSTN route.

Cisco Unified Communications Manager Express calf routinguses dial peers. Dial peer configuration is used to defineinbound and outbound call legs and the characteristicsapplied to each call leg in the call conneclion

1his lesson described call Hows in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express.

References


• Dial Peer Configuration on Voice Gateway Routers on Cisco.com:http:/7www.eisco.com''en/US/docs/ios/12 3/vvf c/dial pcer/dpecrc.html.

• Cisco I.'nified Communications System 8.x SRND on Cisco.com:liups://www.ciseo.com'en/CS.'does/voice_ip._comm/cucm/srnd/8x/uc8x.html

3-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc

Lesson 2

Understanding theConfiguration ComponentsImpacting Call Flows in CiscoUnified Communications

Manager

OverviewImplementing atelephony class ofservice (CoS) means lhat not all users can access all callrouting table entries. The result is that for aspecific calling device orline, some destinationsare permitted while others are not. Olher devices or lines may be permitted to access differentdestinations. This lesson describes the configuration components that impact call flows inCiscoUnified Communications Manager.

ObjectivesUpon completing this lesson, you will be able to describe configuration components like CoS.Call Admission Control (CAC). route lists, route groups, and others that impact call flows inCisco Unified Communications Manager. This ability includes being able to meet theseobjectives:

• Describe Ihc concept of CoS

• Describe call routingin Cisco Unified Communications Manager

Cisco Unified Communications Manager CoSThis topic prov ides an overview ofthe concept ofclass ofservice (CoS).

Class of Service

Class ofservice (CoS) provides calling restrictions tocertain groups of users:

• Used to control telephony charges including:Block costly service numbers

Restrict international calls

* Used for special applications including:

Route calls with the same numberdifferently per user(different gateway per site for PSTN calls)

Route calls to thesame number differently pertime ofday

CoS isan important dial plan component. Sometimes called calling privileges, it isused toimplement control of access to the dial plan. It is oftendesirable that not all userscan accessallcall routing table entries, for example, for a particular calling device or line, some destinationsare permitted while others are not.

CoS provides callingrestrictions to certaingroupsof usersas follows:

• Ised tocontrol telephonv charges: For example. CoS isused to block costly servicenumbers or to restrict international calls.

• I'sed for special applications: Forexample, routing callswith thesame numberdifferently for each user (e.g.. use a different gateway perbranch site for public switchedtelephone network [PSTN] calls) or routing calls to the same number differently atdilTerenttimes ofthe dav.

3-34 Introducing CiscoVoice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.

Call Privileges Requirement ExampleThis table shows an example ofcalling privileges lhat are used to implement CoS.

Call Privileges Requirement Example

CaiiirigP'-.v'i'eoeC^

iCca)

Internal

Local

Long Distance

International

Allowed Destinations

Internal

Emergency

internal

Emergency

Local PSTN

Internal

Emergency

Local PSTN

tor^ Distance PSTNinterna!Emergency

Local PSTN

Long Distance PSTN

International PSTN

fhe example in the figure provides atypical CoS implementation wilh calling classes and theirallowed destinations. These calling classes can then be assigned todevices orusers. In theexample, the Internal class allows only internal and emergency calls, fhe Local class addspermission for local PSTN calls. The Long Distance class also allows long-distance PSTN callsand the International class also enables international PSTN calls.

Note The call privileges should besetaccordingly tothe current cost ofcalls. For example, ifnational costsarefree, you could build only two classes: long distance except mobile callsand infernational callsincluding mobile calls. ^^



CoS PlanningPlanning is an important part of implementing CoS.

CoS Planning

CoS implementation is based on the differentrequirements of eachoriginating device

Based on business needs

Careful planning is required to list the desired reachabledestinations for each calling device. .#

Employee Phone International

Lobby PhoneEmergency

Implementation ofCoS based on the different requirements ofeach originating device.Nontechnical issues such as the business needs of anorganization usually drive theserequirements.

For example, all employees may require full PSIN access including international dialing, whileother phones, such as the lobby phone, require emergency PSTN access only. Fhis scenarioshows a need for two distinct classes of service: one for the employees and another for ihelobby phone users.

Careful planning is required to listthe desired reachable destinations for each calling device.

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM] v8.0 ©2010 Cisco Systems, Inc

CoS Configuration ElementsThe table lists configuration elements that are used for calling privilege implementation alongwith their characteristics.

CoS Configuration Elements

;>il PsiviiwjfsF. Eieinent

Group ofnumbers directory numbers, routspatterns,Potions translationpaaems.elc)wHh5lm»»reachat)iWy

characteristics _"calling'Search Spa'ceV ""'"rJefineartifch partitions are accesalttetoaparticular(CSS) *^*il :Time Schedules and Time Used toallow certain partitions tobereachable onlyPeriods during acertain&meof theday

Usedio track callstocartah numbersClient Matter Codes Augff mM finter Qdtert ^ ,0^^^ t0f^^(CMC)

Forced Authorization

Codes (FAC)

Characteristics

Restrict outgoing callsto certain numbersAuser must enter an authorization code to reach thenumber

The preceding tabic lists the Cisco Unified Communications Manager configuration elementsthat are used for calling privilege implementation along with their characteristics.The main features that are used toimplement CoS are partitions and calling search spaces(CSSs). Additional CoS features are available to allow various calling privilegeimplementations based on the individual needs ofthe customer.The Cisco Unified Communications Manager configuration elements that are used for callingprivileges are as follows:

• Partitions: Apartition is agroup ofdestination numbers with similar reachabilitycharacteristics (directory' numbers, route patterns, translation patterns, and so on).

• CSSs: ACSS isa list of(destination) partitions that are accessible from a particular(source) device.

• Time Schedules and Time Periods: Time schedules and time periods arc used toallowcertain partitions to be reachable only during acertain time ofthe day.

• Client Matter Codes (CMC): CMCs are used totrack calls to certain numbers for callaccounting and billing. Client Matter Codes force the user to enter acode to specify that thecall relates toaspecific client matter. The CMC isassigned lousers, such as customers,departments, or individuals. When configured, the user must enter the client code to tracktheir calls for accounting orbilling purposes. For example, totrack that the Salesdepartment has made acall, each sales person must enter the CMC assigned to Sales. TheCMC isused only for tracking purposes: it isnot used torestrict access. Ilowevcr, tomaintain accurate accounting and billing information, a call will be allowed only ifavalidCMC is entered.

© 2010 Cisco Systems. Inc.3-37


Forced Authorization Codes (FAQ: These codes are used to restrict outgoing calls locertain numbers. Auser must enter an authorization code to reach the number. Forexample, acode must be entered to permit international dialing. IfFAC is combined withCMC. then both codes need to be entered.

Note Some devices, features, and applications do not support CMC and FAC. These applicationsor features (for example, call forwarding) need FAC- and CMC-free route patterns for calling.

3-38 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) vS.O ©2010 Cisco Systems. Inc.

PartitionsApartition is alogical group of destination dial patterns. For example, all employee phonesmay be assigned to asingle partition. Asource device can only reach destinations that aredefined in its list of reachable partitions.

Partitions

Apartition is a group ofdestinations with the samereachability.

Any dial pattern can be partofa partition.- Directory numbers, route patterns, translation patterns,

voice-mail ports, Meet-Me conferencenumbers,etc.

brr-fUoyeeft«inePaMion

Cisco Unified

Communications

Manager

Partitions are assigned to call routing targets; for example, any (destination) entry ofthe callrouting table including voice-mail ports, directory numbers, route patterns, translation patterns,Meet-Me. and conference numbers.

Adevice can call only those call routing tabic entries that are located in partitions that arc partof the CSS ofthe device.

For example, the Employee Phone partition contains all employee directory numbers. Callsinbound from the PSTN gateway may be permitted toaccess the Employee Phone partitiondevices.

12010 Cisco Systems. Inc. 3-39

Call Flows inCisco Unified Communications Manager and Cisco Unified Communications Manager Express

Calling Search SpacesIhis section describes CSSs and their usage in Cisco Unified Communications Manager.

Calling Search Spaces

* A CSS is a list of accessible partitions.

* Assigned to any entity that cangenerate a call routingrequest.

Phones, phone lines, gateways, and applications

* Adevice can call only those numbers located in the partitionsthat are pari of its calling search space.

&Employee Phone

Partition

Manager PhonePartition

PSTN

Phone

CSSs areassigned tosource-, of call rouling requests like phone lines, gateway s, trunks, \oiee-mail potts, and applications. The CSS defines the partitions that are accessible to aparticulardevice. Adev ice can call only those call routing table entries that are located in partitions thatare part ofthe CSS of the device.

For example, the PSTN gatew av CSS conlains theEmployee Phone partition hut not theManager Phone partition. Calls that are inbound from the PS'fN gateway are permitted accessonly tothe Fmploy ec Phone partition devices and not to the Manager Phone partition devices.

3-40 Introducing CiscoVoice and Unified Communicalions Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc

Partition <None> and CSS <None>This section describes what happens to entities that do not have an assigned partition or CSS.

Partition <None> and CSS <None>

• By default, all entities that can have a partition reside inpartition <None>

- Directory numbers, route patterns, etc.• By default, all entities that can have a CSS are assigned CSS

<None>

- Calling entities such as IPphones, gateways, ortrunks• Entities that are in partition <None> are always accessible

- Regardless of whether or not the calling entity hasa CSS* Entities that have CSS <None> assigned can only access

destinations that are in partition <None>

- The recommendation is to have an empty <None>partition, andtherefore no calls can be made

By default, all entities that can be configured with apartition are in Ihe partition <None>. Allentities that can be configured with aCSS are assigned CSS <None> by default.Members ofpartition <None> (also called the null partition) are always accessible by sourcesofacall rouling request, regardless oftheCSS ofthat call routing source.

Entities that do not have a CSS assigned (for example CSS <None>) can only access callrouting targets thatare inpartition <Nonc>.

Note By default, no partitions and CSSs are assigned and all entities are associated with the nullpartition and CSS <None>. Therefore, by default, all calls are possible for all calling sourcesto all destinations.

i 2010 Cisco Systems. Inc


CSS Partition Order RelevanceThis section describes situations where the order of partitions within the CSSs is important

CSS Partition Order Relevance

ACSS is an ordered list of partitions• All accessible entities ofthe call routing table areconsidered by

best match logic

Entities that are in a partition that is listed in the CSS of thecalling entity

Entities that do not have a partition assigned• Multiple identical entities can existinthe call routing tablebut must

be in different partitions

• If there isnosingle bestmatch, the call routing table entry whosepartition is listedfirst in the CSS of the calling device is used.

• Resulting route selection prioritiesBest match

Ifthere are many equally qualified matches, the order of thepartition in the CSS is the tie breaker.

ACSS is an ordered list ofpartitions. The partition that is listed first has ahigher priority than apartition listed later.

When Cisco Unified Communications Manager performs a call routing lookup, the best matchlogic cov ers all accessible entities: lhat is. all targets that reside in a partition thai is listed in theCSS ofthe calling phone and all targets that do not have a partition applied.

Multiple identical entities can exist in the call routing table, but they must be in differentpartitions. One exception to this rule is phone directory numbers. Iftwo or more devices sharethe same directory number within the same partition, this directory number iscalled a sharedline.

Ifno single best match is found, the call routing table entry whose partition islisted first intheCSS ofthe calling dev ice isused. In summary, the entry of the call routing table isselectedbased on ihe following order:

1. Best match is searched.

2. Ifmany equally qualified matches exist (no single best match), the order ofthe partition inthe CSS ofthe calling device is the tiebreaker: for example. Ihe match found in the earlierlisted partition.

3-42 Introducing CiscoVoice and UnifedCommunications Administration (ICOMM) vS.O © 2010 Cisco Systems. Inc.

Example of Basic Partitions and CCSsThe figure provides an example ofpartitions and CSSs.

Example of Basic Partitions CSSs

• ACSS with multiple equal matches for 3001.

- TheChicago partition and the San Jose partition• The first partition listed in the CSS is used.

- TheChicago destination is matched

Cn>ii||S(H"i3li>K!i

Chicago ParBtJon

San Jose Partition

3001

In the example, aphone has aCSS thai contains two partitions, Chicago and San Jose.Destination directory numbers are assigned tothe partitions asfollows:

• Directory number 3001 (phone 2-1) is assigned tothe Chicago partition.

• Directory number 3001 (phone I-l) isassigned to the San Jose partition.

When the user places a call, thefollowing procedure applies:

• The user dials 3001.

• Cisco Unified Communications Manager uses the number 3001 and performs a call routinglookup through the partitions (Chicago and San Jose) listed in the CSS ofthe calling phone.

• Cisco Unified Communications Manager finds an equal (full) match for two entries: phone1-1 andphone 2-1 (San JoseandChicago).

• The Chicago partition is listed first in the CSS. so the call issent toChicago directorynumber 3001 (phone 2-1). Call routing iscomplete and phone 2-1 rings.

Note If thepartitions were listed in reverse order, the call would besenttoSan Josedirectorynumber 3001 (phone 1-1).

>2010 Cisco Systems. Inc.

Call Flows inCisco Unified Communications Manager andCisco Unified Communications Manager Express

Example with IP Phone Line and Device CSSsThe figure provides an example ofan IP phone that is configured wilh a line CSS and a device

Example with IP Phone Line and DeviceCSSs

Line CSS

1A phone with both line anddevice CSSs configured dialsextension 3001.

Line and device CSSs areconcatenated.

Route pattern 300X iseliminated because otherentries are better matches.

Two entries in different

partitions (Chicago and Atlanta)found by best match algorithm.

Directory number 3001

Best match of first listed

partition (Criicaqo) is used

300X Route Pattern

Cntcago PMHioh-

3001 Phone 2-1

DevicaCSB

3001 Phone 3-1

In the example in the figure, the calling phone isconfigured as follows:

• line CSS includes the SanJose and Chicago partitions

• DeviceCSS includes the Atlanta partition

Ihe SanJose partition includes the following:

• Route pattern 300X

The Chicago partition includes the following:

• Directory number 3001 (used at phone 2-1)

The Atlantapartition includes the following:

• Directorv number3001 (usedat phone3-1)

Ifthe userdials 3001. the following will happen:

• Cisco Unified Communications Manager interprets the dialed digits and searches for theclosest match.

• "fhe ivvo directory number entries in the call routing table are more specific (full match)than the route pattern (which represents 10 numbers). The route pattern is not a candidatefor the final routing decision.

• Out ofthe two equally matched director; numbers, phone 2-1 is used fo extendIhecallbecause il is in the partition thai is listed first in the used CSS.

This example illustrates thai the line CSS hashigher priority than thedevice CSS. Ifthe lineCSSand deviceCSS were reversed, the call wouldbe sent to phone3-1.

3-44 Introducing CiscoVoice and Unified Communications Administration (ICOMM| v80 ©2010Cisco Systems.Inc

Note Although route pattern 300X matches the dialed number and is listed in the first partition, it isnot used to route the call in this example. The first priority for the call routing decision is thebest match. The order of partitions within the CSS is important only when multiple bestmatches exist.

© 2010Cisco Systems, inc. -1-45


CoS Sample Scenariofhis figure illustrates an example ofimplementing CoS in order lo limit PSTN calls in differentwavs.

CoS Sample Scenario

Internal Calls

t . •—"! Assigned CSS Determines^^ | Calling Privilege

X

Phores Partition

MIIPhoreDNsl

• Local-PSTN Partition

9 9[2-9] XX XXXX

_ - H LD-PSTN PartitionJC H 91|2-9]XX|?-<JjXVXXX^

Local Calls

Long Distance Calls X

International Calls X Xj| Intl-PSTN

VX jj Partition^y_ M S011'#

Theexample in the figure uses partitions andCSSs to implement four different classes ofservice as follows:

• Internal Calls: allows internal calls only

• Local Calls: allows internal calls and local PS'fN calls

• Long Distance Calls: allows internal calls, local PSTN calls, and long-distance PSTN calls

• International Calls: allows intenial calls, local PSTN calls, long-distance PSl'N calls, andinternational PSTN calls

'fhe following partitions are created and applied as described:

• Phones: This partition is applied lo all phone lines.

• Local-PSTN: fhis partition is appliedto route pattern 9.[2-9|XXXXXX/

• LD-PSTN: This, partition is applied to route pattern 9.1|2-9|XX|2-9]XXXXXX.

• Intl-PSTN: This partition is applied to route pattern 9.01 1! and 9.0ll!#.

The following CSSs areconfigured, each implementing the corresponding service class:

• CSS-Ititernal: This CSS contains the Phones partition

• CSS-Local: This CSS contains the Phones and Local-PS'l N partitions

• CSS-LD: This CSS contains the Phones. Local-PSTN, and LD-PSTN partitions

• CSS-lnternational: This CSS contains the Phones. Local PSl'N, LD-PSTN. and Intl-PSTN partitions

3-46 Introducing Cisco Voice and Unifed CommunicationsAdministration (ICOMM) v8.0 ©2010 Cisco Systems. Inc

By applying the appropriate CSS to aphone, the phone is granted the permissions oftherespective CoS.

Note The preceding example is intended to show a CoS implementation using partitions andCSSs. Although route patterns are referenced in the example, they are not the main focushere The route patterns areused only as an indication of different destination patterns withdifferent partitions applied. Route patterns and wildcards will be discussed in a later section.

©2010 CiscoSystems. Inc. J"4'


Cisco Unified Communications Manager CallRouting

fhis topic prov ides an overview ofcall routing in Cisco Unified Communications Manager.

Call Routing Types

Intrasite

Intersite

PSTN

Routing Component and Characteristics -Calls within a single site (on-net)

• Uses assigned directory number to route callsinternally

• Directory numbers usuallyhave a uniform lengthCalls between sites:

• On-net uses internal directory numbers

• Off-net uses route patterns to send calls to other sitesthrough PSTN gateway; ifabbreviated dialing is used,internal number has to be translated to PSTN numberfirst

Calls toPSTN (off-net)" ""• Uses route patterns to send cafls to PSTN

destinations

In Cisco Unified Communications Manager, telephone calls need lo be routed andinterconnected based on thedialed number, 'fhis process is like IP routing. Call routing isdestination-based routing.

Three major areas of call routing exist as shown in the figure:

• Intrasite routing covers call routing within a single site.

• Intersite routing coverscall routing between multiple sites, franslation paltern are used forcentralized call-processing deployment models and route patterns are used for distributedcall-processing deployment models.

• PS'fN rouling covers call routing between a site and the PS'fN.

Cisco Unified Communications Manager automatically routes calls lo internal destinationswithin the samecluster,because it is configured with the directory numbers of its associateddevices. This tvpe of configuration is comparable to directly connected networks at a router inIP routing.

An explicit route, called a route pattern, must be configured for external destinations such as (1)PS'fN destinations (including off-net intersite calls,whicheffectively are PSTN destinations asthey are addressed by their PSTN number): (2) other VoIP domains such as an Internettelephony service provider (I'fSP): or (3) another Cisco Unified Communications Managercluster. This route is equivalent to static routes in an IP router.

In summary, the call routing table of Cisco Unified Communications Manager is composed ofconnected devices, directory numbers of registered IP phones, and statically entered routepatterns that point to external destinations.

3-48 Intrcducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 © 2010 Cisco Systems. Inc

Call Routing Table EntriesThetable shows a listof possible call routing tableentries.

Call Routing Table Entries

The routing components are call routing targets.

Ruling

Component

DirectoryNumbers

Translation

Pattern

Route Pattern

Hunt Plot

CalPark

Numbers

Meet-Me

Numbers

Numbers assignedlo al endpoint* andappicatJons. Usedforinternalrouting within a cluster.

Used to translate a dialed number and then lookup the translatednumber in the call roirfng table again.

Used to route cals to off-netdestinations (via a gateway) or to otterCisco Untied CommunicationsManager dustere(tfaa trunk).

Usedto routecals to hurt groupmembersbasedon a dsttibutionalgorithm (tongestiole, circular, etc.).Alows placing a callonholdtoa numberand retrieving the canfromanotherphonebydialing the number.

Alows a conference cat inJtiatario setup a conference call andattendees loJoin flieconference by <Saing the conferencenumber.

The call routing table of Cisco Unified Communications Manager iscomposed of directorynumbers androute patterns. Additional routing components canbeconfigured and areadded tothe call routing table as possible call routing targets.

Allof these are possible call routing targets, which means thaia dialed number can match oneof these entries and the call is routed to the appropriate entity.The targetscan be a phone line,atrunk, a gateway, a feature, or an application.

Thedistinction of callrouting sources andcall routing targets is extremely important whenimplementing features such as calling privileges, call classification, andothers.

i 2010 Cisco Systems, Inc. 3-49


Sources of Call Routing RequestsThe table shows sources ofcall routing requests, that is. entities lhat require a call routing tablelookup.

Sources of Call Routing Reque;

IP Phones

Trunks

Gateways

Translation

Patterns

Voice-Mai

Ports

The number dialed by an IP phone is looked up in therouting table.

Acall request received through a trunk is looked up in therouting table.

A call request received from a gateway is looked up in fhecalf rouling table.

Aftera translation pattern is best matched (as a target of acall routing table lookup) the transformed number is lookedup again in the call routingtable. The entity that generatesthislookup is the translation pattern.A voice-mail system can be configured to allow callingother extensions or PSTN numbers {e.g., the mobile phoneof an employee}. In these cases the call routing request isreceived from the voice-mail port of Cisco UnifiedCommunications Manager.

When thinking of ihe sourceof a call routingrequest, the simplestexample is an IP phoneplacinga call. However, thereare other routingcomponents thai can require acall routingtabiclookup. In addition to phones, calls can be received through gateways or trunks from theoulside. But there are other entities that are sources of call routing requests, which are not thatobvious:

• Translation patterns: A translation pattern is like a route paltern. It includes a paltcm (theentry in the call routing table). If matched by the dialed number, another number (thetranslated numberthat is configured by the translation pattern)is looked up again in therouting table. A translation pattern therefore combines both roles in a single entity:

It is a call routing table target that is matched by a dialed number.

Then, the translation pattern causes a new. second lookup for the translated number.

• Voice-mail ports: When a call has been sent lo a voice-mail system, the voice-mail svstemcan request that the call be transferred to another directory number, lo a PS'fN destination,for example, the mobile phone of a user, or to an assistant. In all these scenarios, the voice-mail port is the entity that requests the call being routed by Cisco Unified CommunicationsManager.

Note The distinction between call routing sources and call routing targets is extremely importantwhen implementing features such as calling privileges, call classification, and others.

3-50 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 J2010CiscoSystems. Inc.

Cisco Unified Communications Manager Call Routing LogicWhena numberis dialed.Cisco Unified Communications Managerusesclosest-match logic toselect which pattern tomatch from among all the patterns in its call routing table.

Cisco Unified CommunicationsManager Call Routing Logic

Cisco UnifiedCommunicationsManager usesclosest-match logicto select the bestdestination pattern.

When multiplematching patternsare present, thebest pattern isselected based on:

- It matches thedialed string

• AND

- It matches the User C ,fewest strings dials1234other than thedialed string

User A .dials120O

UserB ,dials1212

121X

1234

1234

In practice, vvhen multiple potentially matching patterns arcpresent, thedestination pattern ischosen based on the following criteria:

• It matches the dialed string.

• Among all the potentially matchingpatterns, it matches the fewest stringsother than thedialed string.

• Forexample, consider thecasethat is shown in the figure, where thecall routing tableincludes the patterns 1XXX. 12XX. 121X, and 1234:

• When user A dials the string 1200, Cisco Unified Communications Manager compares itwith the patterns in its call routingtable. In this case, thereare two potentially matchingpatterns. 1XXX and 12XX. Bothof themmatch the dialedstring, but 1XXX matches atotal of 1000 strings (from 1000 to 1999) while I2XX matches only 100strings (from 1200to 1299). Therefore, 12XX is selected as the destination of this call.

• When user B dials the string 1212. there are three potentially matching patterns. 1XXX,12XX. and 121X. As mentioned above, 1XXX matches 1000 strings and 12XX matches100 strings. However. 121X matches only 10 strings. Therefore, 121X is selected as thedestination of this call.

• When user C dials the string 1234. there are three potentially matching patterns. 1XXX.I2XX. and 1234. As mentioned above. 1XXX matches 1000 strings and 12XX matches100 strings. However, 1234matches only a single string (the dialed string). Therefore.1234 is selected as the destination of this call.



Addressing MethodThis sectiondescribes how digit analysis is performed fordifferent devices. Digitanalysis isbased on the signaling protocol ofthe device.

Addressing Method

• Supported addressing methods in Cisco UnifiedComm

Device

unications Manager for different devices

1 Stanatwa Protocol Addresfttna Method .:-. ^^H

SCCP Digit-by-digit,En bloc

IP Phone. En bloc

SIP "kpml "~

; SIP dial rules

\ En bloc

Gateway

Trunk

MGCP/SIP/H.323 Overlap sending andreceiving (ISDN; PRI only)

: En WoeSIP. H.323 r - • -

Overlap sending and receiving

fhe table shows the supported addressing methods in Cisco Unified Communicalions Managerfor different devices.

In Session Initiation Protocol (SIP), en-bioc dialing can be used in two ways. In Ihe first wav.the whole dialed string is sent in a single SIP INVl'f I: message. The other way is to use theKeypad Markup Language (KPMI.). which allows digits to be sent one by one. SIP dial rulesare dial rules that are processed inside the SIP phone. Thus, an SIP phone can detect invalidnumbers and play a reorder lone without sending any signaling messages to Cisco UnifiedCommunications Manager. If dialed digits match an entry of an SIP dial rule, the dialed stringis sent in a single INVITE message to Cisco Unified Communications Manager. If CiscoUnified Communications Manager requires more digits. KPML can be used lo send Iheremaining digits from the SIP phone to Cisco Unified Communications Manager one by one.

Trunks and PS I N interfaces can be configured for overlap sending and receiving allowingdigits to be sent or received one by one over an ISDN PRI.

3-52 Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8 0 >2010Cisco Systems. Inc

User Input on SCCP PhonesThis section describes how Cisco Unified Communications Manager handles user input onSkinny Client Control Protocol (SCCP) phones.

User Input on SCCP Phones

• SCCP phones report every input event to Cisco UnifiedCommunications Manager immediately (stimulus protocol)- On-hook, off-hook, each digit dialed, etc.

• Cisco Unified Communications Manager analyzes phoneinput digit by digit against the configured dial plan andresponds with feedback.- Dial tone, ring back, reorder tone, etc.

• No dial plan information resides at the IP phone

SCCP (off-hook)

• io'ay dial tones

(first dialed digit)

SCCP IP PhoneCisco Unified

Communications Manager

Using the SCCP. IP phones report every user input event to Cisco Unified CommunicationsManager immediate!*'. For instance, as soon as the user goes off-hook, asignaling message issent from the phone l'o the Cisco Unified Communications Manager server with which it isregistered. The phone can be considered to be aterminal, where the Cisco UnifiedCommunications Manager server configured dial plan makes all decisions resulting from theuser input.

As other user events are detected by the phone, they are relayed toCisco UnifiedCommunications Manager individually. Auser who goes off-hook and then dials 1000 wouldtrigger five individual signaling events from the phone (off-hook and four individual digits) toCisco Unified Communications Manager. All the resulting feedback that is provided to theuser such as screen messages, playing dial tone, secondary dial tone, ring back, reorder, and soon. are commands that are issued by Cisco Unified Communications Manager to the phone inresponse to thedial plan configuration.It is neither required nor possible to configure dial plan information on IP phones runningSCCP. All dial plan functionality is contained in the Cisco Unified Communications Managercluster, including the recognition ofdialing patterns as user input iscollected.Ifthe user dials apattern that is denied by Cisco Unified Communicalions Manager, the reordertone is plaved to the user as soon as lhat pattern becomes the best match in Cisco UnifiedCommunications Managers digit analysis. For instance, ifall calls to 91976 are denied, vvhenthe user dials 91976123456, the reorder tone would be sent to the user's phone as soon as theuser dials 91976.

12010 Cisco Systems, Inc

Call Flows inCisco Unified Communications Manager and Cisco Unified Communications Manager Express

Digit-by-Digit AnalysisCisco Unified Communications Manager analyzes incoming dialed digits one by one as shownin the figure.

Digit-by-Digit Analysis

Extension 1000

Dialed Digits

-)<none>|

Call Setup

Route Patterns

1XXX

10XX

List Potential Matches




List Current Match '

Extension 1001

Ifan endpoint is sending dialed digits one by one, Cisco Unified Communicalions Managerimmediately starts digit analv sis when it receives the first digit.

In fact, digit analv sis starts even before the first number id dialed. This step begins when aphone indicates an off-hook state to Cisco Unified Communications Manager. The CiscoUnified Communications Manager looks up a null string dialed number, which matches allavailable call routing tables at this point. Adialed null string can be used in atranslation patternto offer private line, automatic ringdown (PI .AR) functionality.

As each additional digit is received. Cisco Unified Communications Manager can reduce thelist ofpotential matches (for example, the entries ofthe call routing tables lhat match the digitsreceived so far). Once a single entry ismatched (like the directory number 100I in theexample) the current match is used and the call issent to the corresponding device.

Note Cisco Unified Communications Manager does not always receive dialed digits one by one.SCCP phones always send digit by digit SIP phones can use en-bloc dialing tosend thewhole dialed string atonce or KPML tosend digit by digit. If digits are received en-bloc, thewhole received dial string is checked against thecall routing table at one time

In countries whose national numbering plan is not easily defined with static route patterns,Cisco Unified Communications Manager can be configured for overlap sending and overlapreceiving. Overlap sending means that Cisco Unified Communications Manager keepscollecting digits as they are dialed by the end users, and passes them on to the PS'fN as they aredialed. To enable overlap sending, check the Allow Overlap Sending check box on the RoutePattern configuration page. I'hc route paltern needs only toinclude the PSIN access code (forexample. "9" in North America or "0"inmany European countries).

3-54 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.

Overlap receiving means that Cisco Unified Communications Manager rece h dtaleddigits one bv one from aPR! PSTN gateway. It then watts for compleUon o the dialed stringbefore attempting to route the call to an internal destination. To enable overlap receiving, setthe QverlapReceivingFlagForPRI service parameter to True,

3-55>2010Cisco Systems, Inc


Cisco Unified Communications Manager Path SelectionConfiguration Elements

The figure shows the configuration elements that are used to select the path for agiven routepattern.

3-56

Cisco Unified CommunicationsPath Selection Configuration Elements

Route pattern:• Matches dialed number for external calls' Performsdigit manipulation (optionall• Pointsto a route listfor routing

Route list:

* First level of path selection• Performs digitmanipulation• Points to priontized route groups

Route group:• Second level of path selectio• Points to the actual devices

Devices.

• Gateways (H.323, MGCP)• Trunks (SIP, H.323)

WAN

Route

Group 2

/\

PSTN

'fhe configuration elements are as follows:

• Route patterns arc strings ofdigits and wildcards, such as 9.4085264XXX. that areconfigured in Cisco Unified Communications Manager and are pari ofthe call routingtable, Itmatched by the call routing logic, the route pattern can point to one ofihcfollowing:

— Dev ice (such as a trunk or a gatewav)

— Route lis,t

• Route lists prov ide the first level ofpath selection ifmultiple paths exist to reach the callednumber that matched the route pattern. Route lists include aprioritized list of route groupsand allow digit manipulation to be configured per route group.

• Route groups prov ide the second level ofpath selection. Route groups point to dev ices,which are selected based on one ofthe following distribution algorithms:— Circular

— fop-down

Cisco strongly recommends using the complete route pattern, route list, and route groupconstruct because it prov ides the greatest flexibility for call rouling, digit manipulation, routeredundancy, and future dial plan growth. Ifroute patterns point directly to devices, theconfiguration might need to be changed laterwhcn additional devices are added. Also, note thatasingle dev ice cannot be used in both ways—as amember ofaroute group and beingreferenced directlv from a route pattern.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc.

Note Route patterns and translation patterns can be configured to block the pattern. Patterns thatare blocked prevent calls to the blocked pattern on aclusterwide basis. If certaindestinations should be blocked depending on the calling device or user, calling privilegesmustbe configured.

>2010CiscoSystems, Inc. J";"


Local Route Group ConfigurationAlocal route group specifies aspecial route group that serves as aplaceholder in route lists thatneed alocal route group, but that do not need lo bind that route group lo anv specificprov isioned routegroup slaticallv.

Local Route Group Configuration

' Device pool oftheoriginating device includesthe local route group.

> In the route list, theStandard Local Roulegroup (virtual Route Group[placeholder]) is selected

During the call setup, if astandard local route groupis configured, the localroute group from the devicepool replaces the virtualroute group entry.

The calling and callednumber can be transformedon the route pattern orroute group level.

Atlanta

Device Pool

First "" « » SecondChoice gf N* choice

Standard Local

Route Group

Atlanta gsSS Sdn JoseE^K|ySiJ

..... PSTN «,. PSTN

1he1ocal Route Group feature helps reduce the complexity and maintenance efforts ofprovisioning in a centralized Cisco Unified Communications Manager deployment that usesmany locations with their own gatewavs.

The lundamental breakthrough in the Local Route Group feature comprises decoupling thelocation ofa PSTN1 gatewav from the route patterns that are used toaccess the gateway.

Cisco Unified Communications Manager supports aspecial Local Route Group that can bebound to aprovisioned route group differently based on the Local Roule Group device poolsetting ofthe originating dev ice.

Devices,such as IP phones from different locations, can therefore use identical route lists androute patterns, but Cisco Unified Communications Manager selects the correct gatewavs fortheir local end via the device pool.

The reserved name. Standard Local Route Group, identifies a local route group in configurationwindows. Ihe binding ofa provisioned local route group to ihc local route group occursdvnamicallv during call setup.

The information in the dev ice pool, towhich the originating device (such as a phone or trunk)belongs, prov idesthe basis for this binding.

With local route group mapping. Cisco IInified Communications Manager can treat gatewaysmore like a sen ice:

• Customers benefit because efforts related lo provisioning andmaintaining route plans arereduced as a result of this solution.

3-58 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

. For an implementation that comprises Nsites, in simple local routing cases, configurationof \ route patterns and \ route lists reduces to configuration of otic route pattern and oneroute list.

. Simple local routing comprises cases in which each site needs lo route off-net calls to itslocal gateways.

• Prov isioning of roule patterns and route lists can be reduced from the need to configure A'route patterns and Sroute lists to aconfiguration where only one route pattern and oneroute list are needed.

For this case it can be further assumed that all phones that reside at aparticular site belong to asingle CSS which is unique to that site. For example, phones at the Boulder site belong to theCSS called CSS-Bldr and so on. Without using the Local Route Group feature, regardless olsite aphone alwavs prefers its local gateway when making an off-net call by dialing 9followedby aseven-, ten-, or eleven-digit pattern. As more sites are added, new entries (rows) must beincluded for each ofthe columns. IfNsites exist, Ndifferent route lists, route patterns,partitions, and CSSs areneeded.

3-59©2010 Cisco Systems. Inc.

Call Flows inCisco Unified Communications Manager and CiscoUnified Communications Manager Express

Hunt Group Overview

Mam businesses have arequirement for amethod lo make many lines work together under asingle called number, such as ahelpdesk. Ahunt group is agroup of telephone lines that arcassociated with a common number.

Hunt Group Overview

• IPphones can be configured as hunt group members.• Calls toa single hunt pilot number aredistributed tohunt group members.

Use' dials

1-800-123-4567

Many businesses ha\ e sales orsenice support departments that work as groups to processinbound calls from customers. These businesses typically need several phone lines and amethod tomake the lines work together. Ifone representative isbusy ornot available, the callwill rotate lo othermembers ofthe group until il is answered or forwarded to an auto-attendantor voice mail.

Hunt groups are the mechanisms that help these businesses manage inbound calls. Ahunt groupis a group of telephone lines that are associated with a common number. When a callcomes intothe number associated with the hunt group, the call cycles through the group of lines until anavailable line is found, fhis process is known as hunting.

Cisco Unified Communications Manager call hunting implementation comprises the followingcomponents:

• Directory numbersor voice-mail ports areassigned to line groups.

• Line groups are assigned to hunt lists. Ahunt list can have one ormore line groups, fheline group hunt options and distribution algorithms can bespecified inorder todefine howcall hunting should be performed for the members ofa line group.

3-60 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 >2010 Cisco Systems, Inc

• Hunt listsarc assigned to huntpilots. A hunt list is an ordered listof linegroups.

• Hunt pilots are the numbers that have been dialed to invoke a hunting process. Ahunt pilotcan becalled directly (for example, to provide a certain service to customers). A call canalsobe forwarded to the huntpilot from an IP phone that received a calland is configuredto forward calls to the hunt pilot to provide call coverage.

While hunting, the forwarding configuration of linegroup members is notused. Ifthe huntingalgorithm is ringing a phone and the call isnotanswered, theCall Forward No Answer (CFNA)setting of thatphone is ignored andthehunting algorithm goeson to the next linegroupmember.

i 2010 Cisco Systems. Inc. 3-61

Call Flows tn Cisco Unified Communications Manager and Cisco Unified Communications Manager Express

Hunt Pilots

3-62

Hunt pilots are the numbers that havebeen dialedto invoke a huntingprocess.

Hunt Pilots

Hunt pilots are configured with a hunt pilot number:• The number that needs to be called to start a hunting process

* Perform digit manipulation

• Point directly to a hunt list

* Specify the maximum hunt timer

• Specify final forwarding settings (on hunt exhaustion)

A hunt pilot can be called directly (for example, to provide a certain service to customers). Acall can also be forwarded to the hunt pilot from an IP phone lhat received a call and isconfigured to forward calls to the hunt pilot to provide call coverage.

Hunt pilots arc dial patterns in the call routing table like route patterns and directory numbers.The hunt pilot points direct!} to a hunt list. Hunt lists point to line groups, which finally pointto endpoints.

At the hunt list, digit manipulation can be configured in order to transform the calling andcalled number before the call is passed on to line group members. Calls can be redirected to afinal destination when the hunting fails because of one or both ofthe following reasons:

• Al! bunting options have been exhausted and the call still is not answered.

• A maximum hunt timer lhat is configured at the hunt list has expired.

fhis call redirection is configured in the Hunt Forward Settings section ofthe hunt pilotconfiguration page, and the destination fortius redirect can be either ofthe following options:

• A specific destination that is configured global!) al ihe hunt pilot.

• A personal preference that is configured at the phone line of (he originally called numberwhen hunting on behalf of that number fails. The personal preference is configured usingthe Call Forward No Coverage (CFNC) settings at the phone line.

For example, the personal preferences option can be implemented by configuring a user's phoneso that the Forward No Answer field redirects the call lo a hunt pilot, in order to search forsomeone else who can answer the call. Ifthe call hunting fails, cither because all the huntingoptions were exhausted or because a time-out period expired, the call can be sent to adestination personalized for the person who was originally called.

Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems. Inc

• Setting the Forward No Coverage field within the person's Directory Number configurationpage will forward the call tothe voice-mail number. The call will be sent tothat person'svoice mailbox if hunting fails.

The following considerations applyto calls processed by hunt pilots:

• Call Pickup andGroup Call Pickup arc notsupported on calls thataredistributed by a huntpilot. A member ofthe linegroup cannot pickup a huntpilotcalloffered to anothermember in the line group, even if they belong to the same Call Pickup group.

• The huntpilot can distribute calls to any of its line groupmembers, regardless of callingprivilege implementation at the linegroup member. If linegroup members are configuredwith a partition, the huntpilot overcomes all partitions and CSS restrictions.

i 2010 Cisco Systems. Inc 3-63


Hunt Lists

3-64

A hunt list is a prioritized list of line groups that is used for call coverage.

Hunt Lists

A hunt list is a prioritized list of line groups:• Multiple hunt pilots may point to the same hunt list.

• Multiple hunt lists can contain ihe same line group.

• Hunt lists do not perform digit manipulation.

tine Group 1

Ilat

...

' 1Line Group 2

15'

Hunt lists have the following characteristics:

• Multiple hunt pilots can point to the same hunt list.

• Multiple hunt lists can contain the same line group.

• Line groups are hunted in the order of their configuration in the hunt list.

• Digit manipulation cannot be configured at the hunt list level.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Line GroupsLine group members are the endpoints (extensions) accessed by line groups.

Line Groups

Line groups control the order in which the call isdistributed among the line group members:• Line groups point to specific extensions, typically IP phone

extensions or voice-mail ports.• The same extension may becontained in multiple line

groups.

• The Ring No Answer Reversion (RNAR) timeout valuespecifies how long to ring a member of the line group.

if*^j 1st Groupfr Member

^.j 2nd Groupyr Member

_^ 3'"Group%/r Member

HunlUsl —*\ Line Group

*T-+Line group members can be of any ofthe following types:

Anv SCCP endpoints. such as IP phones, VG248. or ATA 188SIP endpoints

Voice-mail ports

H.323 clients

Foreign Fxchange Station (FXS) extensions that arc attached to aMedia Gateway ControlProtocol (MGCP) gateway-

Note


CTI ports and CTI route points cannot be added to aline group. Calls cannot be debutedto endpoints controlled through CTI applications.

3-65

CallFlows in Cisco Unified Communications Manager and Cisco Unified Communications Manager Express

Line Group Distribution Algorithms

3-66

d'Suu^Xi!hin ahunt group iirc acccssed according t0 thc ^"- «™*

Line Group Distribution Algorithm

The line group distributionalgorithm specifies the order inwhich linegroup members arehunted:

• Top-down Idle and availablemembers, round-robin

Next call to 1000

• Circular (n + 1Jthmember where nis the membermostrecentlyextended a call

Next call to 1003

• Longesl idle time Idle membersonly, from most to least idle

Next call to 1000

• Broadcast Allidle and availablemembers simultaneously

Next call to all directorynumbers

Idle

10 mmAvailable,

last extended call

Line group distribution algorithms are configured once per line group in Cisco UnifiedCominumcatioris Manager Administration. The line group distribution algorithm specifies theorder in which line group members should be used during the hunting process. The availablealgorithms are as follows:

• Top-down: Distributes the call to idle or available members starting from ihe first idle oravailable member ol aline group to the last idle or available member. This method is alsocalled round-robin distribution. In the figure, atop-down distribution algorithm wouldextend the next call to lOOO.thento lOOl.thcnlo 1002. then 1003, and back to 1000.

• Circular: Distributes ihe call to idle or available members starting from the (n +I)thmember ofaline group, where the ml] member is the member to which Cisco UnifiedCommunications Manager most recently extended acall. Ifthe nth member is the lastmember ot aline group. Cisco Unified Communications Manager distributes the call to thetirsi idle or available member ofthe line group. In the figure, assume lhat Cisco UnifiedCommunicalions Manager extended the las. call to 1002 („). The next call that comes in onthe hunt pilot number would go to 1003 {n -t 1).

• Longest idle time: Distributes the call to the idle member, who has been idle for thelongest time. Ihis distribution algorithm does not consider available members In thefigure, assume that 1000 has been idle for 10 minutes and 1003 has been idle for 5minutesAlongest-idle-lime distribution mechanism would extend the call to 1000.

• Broadcast: Distributes the call to all idle or available members ofaline groupsimultaneoush.

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0©2010Cisco Systems,Inc

Call Admission Control

Multisite deployments are usually interconnected by an IP WAN where bandwidth is relativelycostly or limited. CAC is important in amultisite environment in order toavoid bandwidthoversubscription by too many voicecalls.

Call Admission Control

CAC limits the number of calls between certain partsofthe network in order to avoid bandwidthoversubscription:• Oversubscription results in delayed packets and packet

drops.

- All voice streams are affected (not only packets of a callthat exceeds the bandwidth limit)

- Results in quality degradation of all voice calls

• CAC avoids oversubscription problems by limiting thenumber of voice calls.

Whenoversubscription occurs in a VoIPnetwork, any packetsof any voice streamswill beaffected, not only Ihepacketsofthe particularcalls that exceedthe bandwidth limit.This factresults inpacket delays and packet drops of all voice callsandhence degrades the quality of allvoice calls. Therefore, in order to ensure good voice quality, CAC is used to limit the numberof voice calls and maintain bandwidth limits.

CAC limits the number of calls between certain parts ofthe network in order to avoidbandwidth oversubscription with too many voice calls. This goal cannot be achieved by qualityof service (QoS) as it only provides the means lo prioritize voice over data traffic.

CAC avoids oversubscription problems by limiting the number of voice calls in the network.

) 2010 Cisco Systems, Inc 3-67


Location Characteristics

Ihis section describes Cisco Unified Communications Manager locations-based CAC.

Location Characteristics

• Each device has one location assigned.

• Calls are limited in and out of a location by permittingacertain bandwidth for calls,

Calls within a location are unlimited.

• Audio bandwidth is calculated by actual codec plus IPoverhead (assuming a 20-ms packetization period)

G.711

G.729

KB/s on Layer 3

80

24

Works within a Cisco Unified Communications Managercluster (including exit points)

- Trunks, gateways, etc. can be put into a location allowingsome control for calls leaving the cluster

Locations-based CAC is topology-unaware

Cisco Unified Communications Manager uses locations to implement CAC. Calls are limitedbv permitting a certain bandwidth for all calls coming into and going out of a location.

Cisco Unified Communications Manager calculates the actual audio codec bandwidth plus IPoverhead (assuming a packetization period of 20 ms). Therefore, each 0.711 call reduces thebandwidth thai is configured for a location by 80 kb/s while a (i.729 call reduces the availablebandwidth bv 24 kh/s.

Kach device has one location assigned, fhe assignment can be direct and via a device pool orvia a device pool alone. If both are used, the device configuration has a higher priority.

fhe configured bandwidth limit is independent ofthe destination location ofthe call. Unlike aregion configuration, where the maximum pemiitted codec is configured per pair of regions, ihebandwidth limit of a location applies to all interlocalion calls, regardless ofthe other location.

Locations provide CAC for calls within a cluster. However, because locations can also beconfigured for gatewavs and trunks, they do allow some control for calls leaving the CiscoUnified Communications Manager cluster.

I ocalions-based CAC in Cisco Unified Communications Manager is totally unaware ofthetopology ofthe network, ft is a purely logical assignment and does not reflect ihe actualtopology or the actual bandwidth available.

Note Calls within a location do not count toward the location bandwidth limit; they are unlimited.

The locations-based CAC algorithm considers only calls that go in or out of a location.


RegionsThis sectiondescribes Cisco Unified Communications Managerregions. Regions are used tocontrol the codec that is used for a call.

Regions

The codec that will be used depends on Cisco UnifiedCommunications Manager region configuration:• Each region is configuredwith the codec with the highest permitted

bandwidth requirements:

- Within the configured region

- Toward specific other regions (manually added)-••- Towardall other regions (that have not been manually added)

• Each region is assigned to a device pool.- Adevice pool isassigned to a device.

• Codec selection depends on the capabilities of the two devices:

- Best codec that is supported by both devices and does notexceed bandwidth requirements ofthe codec permitted in theregion configuration.

- ffdevices cannot agree on a codec, a transcoding device isinvoked.

The codec that will be used for a call depends on Cisco Unified Communications Managerregion configuration.

Lach device is assigned with a region via the device pool configuration. For each region, theadministrator can configure the codecwith the highestpcnnitledbandwidth requirement withina region, to other specifically listed regions, and to all other (not listed) regions.

When a call is placed between two devices, the codec is determined based on the regions ofthetwo devices and on the capabilities ofthe devices. The devices will use the best codec that issupported by both devicesand does not exceedthe bandwidth requirements ofthe codec that ispermitted for the regions that are involved in the call.

Ifthe two devices cannot agree on a codec (for instance, if region configuration allows G.729as the maximum codec but one device only supports G.711). a Iranscoder is invoked (ifavailable) to convert from G.711 to G.729.

In order lo conserve IP WAN bandwidth, a low-bandwidth codec should be used in the IP

WAN. For calls within a LAN environment, a high-bandwidth codec should be used foroptimal audio quality.

Note When designing where to use a type of codec, it is important to consider that a low-

bandwidth codec such as G.729 is designed for human speech. However, The G 729 codec

will not work well for other audio streams such as music on hold (MOH)

)2010 Cisco Systems, Inc. 3-69


Defining RegionsThis figure shows an example scenario for a typical codec configuration in Cisco UnifiedCommunications Manager.

Defining Regions

Typical region usage:* Use high-bandwidth codecs within a region.

• Use low-bandwidth codecs between regions.

Remember: Low-bandwidth codecs are designed forhuman speech and do not work well for other audiostreams such as fax or MOH.

HQ G.711

Branch 1 G.729

Branch 2 G.729

Branch 1 Branch 2i

G.729 G.729

G711 G.729

G.729 G71?

The tabic in the figure shows a typical scenario for codec configuration in a Cisco UnifiedCommunications Manager multisite environment.

For calls within a site env ironment. a high-bandwidth codec should be used for optimal audioquality.

For calls between sites, a low-bandwidth codec should be used in order lo conserve IF WAN

bandwidth.

According to the preceding table. Cisco Unified Communications Manager regions areconfigured in the following wav;

• G.711 for calls between ihe headquarters IF phones

• G.711 for calls between branch l IF phones

• Ci.7l I lor calls between branch 2 IF phones

• G.729 for calls between the headquarters IP phones and any branch IP phones

• G.729 for calls between IP phones in different branches

As a result ofthe preceding configuration, all calls that use the IP WAN between the remotesites and the headquarters use G.729. Calls, local to one site, use G.711.

3-70 Intmducing Cisco Voice and Unified Communications Administration (ICOMM| vS.O © 2010 Cisco Systems, Inc.

CAC TypesThis section describes the Cisco Unified Communications Manager CAC types.

CAC Types

Cisco Unified Communications Manager supports the following CACfeatures

• CentraIized ca11 processing deploymenls

i_c gallons

fJSv'^-'jnables ;oc3tiens

• Distributed call-processing deployments

H.323 gatekeeper C*C

In centralized call-processing deployments, locations and Resource Reservation Protocol(RSVP)-enabied locations can be used lo provide CAC. In the event where acall is notadmitted bv one ofthese two CAC methods due to bandwidth limitations, automated alternaterouting (AAR) can be used to reroute the call over the PSTN (off-net) instead of denying thecall. AAR provides asimilar service to PSTN backup, except that the trigger event is not acallfailure on the on-net path but no available bandwidth from the CAC point ofview.In distributed call-processing environmenLs, H.323 gatekeeper CAC can be used with 11.323trunks {gatekeeper-controlled intercluster trunks and 11.225 trunks). If the H.323 gatekeeperdoes not admit the call, standard backup functionality ofroute lists and route groups areapplied. For example, to route calls that have not been admitted by the gatekeeper to be sentover the trunk, one ormore PSTN gateways can be configured inanother (lower-priority) routegroup ofthe same route list. In this configuration, the gatekeeper-controlled trunk is preferredover the PSTN as long as calls are admitted; once CAC rejects acall, calls are sent over thePSTN.

i 2010 Cisco Systems. Inc3-71


SummaryThis topic summari?es the key points lhat were discussed in this less*

Summary

• Administrators can implement different calling privileges inCisco Unified Communications Manager for each user usingpartitions and CSSs. Auser class ofservice may block somedestinations, select a different route for a commondestination, or change the route based on the time of day

• Cisco Unified Communications Manager provides highlyflexible call routing usingfeatures such as route listsandroute groups. Locations-based CAC configuration preventsoversubscnption ofroutes and works wilh AAR to provideoverflow routing.

This lesson presented Cisco Unified Communications Manager call routing and CoS teak

References


• Cisco Unified Communications Svstem 8.x SRND on Cisco.com:hiips://v^\vv\-.cisco.coni.'eiv'US/docs/voice_ip_coinni/ciicni/srnd/8.x/uc8\.html.

• Cisco Unified Communications Manager System Guide, Release 8.0(1) on Cisco.com:hllp://www.ci-,co.com'en.''US/docs/voicc_ip_comm/cucm/admin/8 OJ/coiisys/accm-SOlem.html

3-72 Introducing Cisco Voice and Unified Communications Administration fICOMM] v8.0 ©2010 Cisco Systems. Inc.

Lesson 3

Understanding theConfiguration ComponentsImpacting Call Flows in CiscoUnified CommunicationsManager Express

OverviewImplementing atelephony class ofservice means that not all users can access all call routingtable entries. "Fhe result is thatfora specific calling device or line, some destinations arcpemiitted while others are not. Other devices or lines may be permitted to access differentdestinations. This lesson describes the concept ofcalling privileges and how they can beimplemented on Cisco Unified Communications Manager Express routers using class ofrestriction (COR).

ObjectivesUpon completing this lesson, you will be able to describe configuration components (COR. dialpeers, and so on) that impact call flows in Cisco Unified Communications Manager F.xpress.Thisability includes being able to meetthese objectives:

m Describe the concept of class of restriction

• Describe call routing in Cisco Unified Communications Manager Express

Cisco Unified Communications Manager ExpressCOR

Ihis topic describes Cisco Unified Communications Manager Express COR.

Class of Restrictioi

Cisco Unified Communications Manager Express uses theCisco IOS class ofrestriction (COR) feature to implementcalling privileges

COR defines the destinations a useris allowed to dial.

COR lists areassigned toephone-dns and dial peers:Incoming COR listfor calls arriving in Cisco UnifiedCommunications Manager Express

- Outgoing COR list for calls outbound from Cisco UnifiedCommunicationsManager Express

Calling priv ileges define thedestination to which a useris allowed to dial and connect. COR isaCisco gateway feature lhat enables class ofservice (CoS) orcalling privileges tobe assignedto phones.

Calling priv ileges areimplemented onCisco IOS gateways using COR lists. In Cisco UnifiedCommunications Manager Express. COR lists can be applied toany dial peer ordirectorynumber.

COR lists arc assigned loCisco Unified Communications Manager Express ephone-dn and dialpeers as follows:

• Incoming COR list is assigned forcalls arriving in Cisco Unified CommunicationsManager F.xpress

• Outgoing COR list is assigned for calls outbound from Cisco UnU'ial ComnuinicalionsManager Express

COR is highly dependent on properly configured call routing. Ifcalling privileges are not beingenforced effectively, it may have something todo wilh the way calls arebeing routed.

When deplov ing COR. it isoften necessar; tohave more granular dial peers. For example, itmav not be practical to use the 9Tdestination pattern asa"catchall" dial peer for outgoing callsto the public switched telephone network (PSIN). Creating new dial peers todistinguishamong intcmai. local, long distance, and international calls, and services such asemergency911 gives grealer control over which PSTN destinations are accessible.

3-74 Intrcducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

COR BehaviorThis section describes the COR behavior when implementing calling privileges on CiscoUnified Communications Manager Express.

COR Behavior

Foreach call, the incoming COR list is matchedagainstthe outgoing COR list:• If the outgoing COR list is a subset of the incoming COR list,

the call is routed.

• If the outgoing COR list is not a subset of the incoming CORlist, the call is not routed.

international Call Penrsittert

The COR feature provides the ability to deny certain call attempts based on the incoming andoutgoing class ofrestriction lists provisioned on the dial peers.COR is used to specify which incoming dial peer can use which outgoing dial peer to make acall. Each dial peer can be provisioned wilh an incoming and an outgoing COR list.COR functionality provides the ability to deny certain call attempts based on the'incoming andoutgoing COR lists that are provisioned on the dial peers. This functionality provides flexibilityin network design, allows users to block calls (for example, calls to 900 numbers), and appliesdifferent restrictions tocall attempts from different originators.

Thelock and key analogy is useful here as follows:

• Outgoing COR listsare locked.

• Incoming COR lists contain the keys to open the locks.

The fundamental mechanism at the center ofthe COR functionality relies on the definition ofincoming and outgoing COR lists. Each COR list is defined to include anumber of members,which are simply tags previously configured as class ofrestriction members or tags.Multiple COR members or tags are defined, and COR lists are configured that contain theseCOR members or tags. Each COR list is then assigned to dial peers as an incoming or outgoinglist using the corlisl incoming orcorlist outgoing commands.When acall goes through Cisco Unified Communications Manager Express, an incoming dialpeer and an outgoing dial peer are selected based on the Cisco IOS dial-peer routing logic. IfCOR lists arc associated with the selected dial peers, the following additional check isperformed before extending the call:

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^ rn? TP'!Cd T^ inC0'"ing dial PeCr (f°r inCOming cal,s> hasuPtrs* or equal tothe COR applied to the outgoing dial peer (for outgoing calls), the call goes through.Ifthe COR applied on an warning dial peer (for incoming calls) is not asuperset or equalto the COR applied lo the outgoing dial peer (for oulgoing calls), ihe call is rejected.

Note Incommg and outgoing are terms that are used with respect to the voice ports For exampleif you try to make acalf from aphone that is connected to one of the Foreign ExchangeStation (FXS) ports of the router, it is an incoming call for the Cisco Unified CommunicalionsManager Express and voice port. Similarly, if acall is made to that FXS phone, then it is anoutgoing call.

3-76 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.D ©2010 Cisco Systems Inc

Default COR BehaviorThis section describes the default COR behavior when implementing calling privileges onCisco Unified Communications ManagerExpress.

Default COR Behavior

When no corlist commands are applied to some dialpeers:

• If no incoming COR list is configured, thecall is alwaysrouted (master key).

• If nooutgoing COR list is configured, thecall is alwaysrouted.

!n*a'national Call Permitted

Outbound

POTS Call Leg

PSTN,,'

Ifno COR lisl statements are applied to the Cisco Unified Communications Manager Expressdial peers, the following properties apply:

• When no incoming corlist command isconfigured on adial peer, the default incomingCOR list is used. The default incoming COR list has the highest possible priority andtherefore allows this dial peer toaccess all other dial peers, regardless oftheir outgoingCOR list.

• When no outgoing corlist command isconfigured on adial peer, the default outgoing CORlist isused. The default outgoing COR list has the lowest possible priority and thereforeallows all other dial peers toaccess this dial peer, regardless oftheir incoming COR list.

In summary, the following call routing occurs when no COR list statements are applied to dialpeers:

• Ifno incoming COR list isconfigured, the call is always routed (like amaster key to alllocks).

• Ifnooutgoing COR list isconfigured, the call is always routed (no lock).

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Call Flows inCisco Unified Communicalions Manager and CiscoUnified Communications Manager Express

The following table describes call routing behavior using COR lists,

Call Routing with COR Lists

COR List on

Incoming Dial Peer

No COR

No COR

The COR list that isapplied for incomingcalls

The COR list that isapplied for incomingcalls (superset ofCOR lists applied foroutgoing calls on theoutgoing dial peer)

The COR list that isapplied for incomingca//s (subset of CORlists applied foroutgoing calls on theoutgoing dial peer)

COR List on

Outgoing Dial Peer

No COR

The COR list that isapplied for outgoingcalls

No COR

The COR list that isapplied toroutgoingcalls (subset ofCOR lists appliedfor incoming callson the incoming dialpeer)

The COR list that isapplied for outgoingcalls (superset ofCOR lists appliedfor incoming callson the incoming dialpeer)

Result

Call succeeds

Call succeeds

Call succeeds.

Call succeeds

Call cannot becompleted usingthis outgoing dialpeer

3-78 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v80

Reason

COR is not a factor.

No incoming COR list on theincoming dial peer or ephone-dnmeans no call restrictions

No outgoing COR list on the outgoingdial peer or ephone-dn means no callrestrictions

The COR list for incoming calls onthe incoming dial peer is a supersetof COR lists foroutgoing calls on theoutgoing dial peer.

COR lists for incoming calls on theincoming dial peer are nota supersetof COR lists for outgoing calls on theoutgoing dial peer

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COR Solution ExampleThis figure shows an example call fiow using the sample CoS scenario when implementingCisco Unified Communications Manager Express COR.

COR Solution Example

• Example for devices assigned the Long Distance COR• Incoming COR list permits access to required destinations only

- Emergency, local, and long distance

Long Distance

1 408 5550166

J0^W& International

+49 89 5550166

Eor dev ices that are assigned the Long Distance COR, the incoming COR list permits access tothe required destinations only: emergency, local, and long distance.An example Cisco Unified Communications Manager Express COR configuration for thissolution may looklikethe following:

Define COR Members:

dial-peer cor custom

name 911

name local

name Id

name intl

Configure outbound COR Lists:

dial-peer cor list 911call

member 911

dial-peer cor list localcallmember local

dial-peer cor list ldcall

member Id

dial-peer cor list intlcall

member intl

Configure inbound COR Lists:

dial-peer cor list local-911

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member 911

member local

dial-peer cor list ld-local-911member 911

member local

member Id

dial-peer cor list intl-ld-local-911

member 911

member local

member Id

member intl

Assign outbound COR lists to PS'fN dial peers:



forward-digits all

corlist outgoing 911callport 0/0/0:23



forward-digits 3

ccrlist outgoing 9"llcallport 0/0/0:23


destination-pattern 9[2-9]

ccrlist outgoing localcallport 0/0/0:23


destination-pattern 91[2-9]..[2-9]

prefix 1

corlist outgoing Idcallport 0/0/0:23


destination-pattern 901IT

prefix 011

corlist outgoing intlcallport 0/0/0:23

Assign inbound COR liststo incoming dial peers andephone-dn:

dial-peer voice 1003 potsdestination-pattern 1003port 0/0/0

corlist incoming local-911

dial-peer voice 1004 potsdestination-pattern 1004port 0/0/1

3-80 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v80 >2010Cisco Systems. Inc.

corlist incoming intl-ld-local-911

ephone-dn 1corlist incoming intl-ld-local-911

ephone-dn 2corlist incoming local-911

In this example, ephone-dn 1can call without restrictions because all access rights are assigned.The ephone-dn 2can only call emergency and local numbers.An analog device with the number 1003 connected to the voice port 0/0/1 can call emergencyand local numbers. The analog device with the number 1004 (connected tothe voice port 0/0/0)can dial without restrictions.

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Feature Comparison

Ihis figure provides a comparison ofCisco Unified Communications Manager Express andCisco Unified Communications Manager CoS features.

Feature Comparison

Comparison of Cisco Unified Communications ManagerExpress and Cisco Unified Communications Manager CoSfeatures:

• The dial-peer cor list command is used to configure class of service

• incoming COR lists contain a single tag to be used likea partition.

• Outgoing COR listscontain a complex list oftags to be used like callingsearch spaces

Cisco UnifiedCommunications Manager

Partitions

Cisco Unified Communications.'Manager Express

Outgoing COR lists

Incoming COR lists

The Cisco Unified Communications Manager Express dial-peer cor list command is used toconfigure CoS:

• IncomingCOR lists contain a single tag to be used like a partition.

• Outgoing COR listscontain a complex list of tags to be used likecallingsearch spaces(CSSs).

3-82 Introducing Cisco Voice and Unifed Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems, Inc

Cisco Unified Communications Manager ExpressCall Routing

This topic describes call rouling in Cisco Unified Communications Manager Express.

Call Routing Overview

By default Cisco Unified CommunicationsManager Egressselects the dialpeer wilh a destination pattern that matches the greatest number of dialeddigits

Dial peer 1 isselected because destination 91302 is Ihe longest match.Ifmorethanone outbound dial peer matchesthe dialstring, allmatching dialpeers are used to form a hunt group.

- Aloutbound dial peersinthe hunt group aretried until oneissuccessful.

User dials

+ 913021114000

913021M«XX

Longest Match

Diat Pearl91302

DfelP**"2

When a call arrives inCisco Unified Communications Manager Express, theoutbound dial peerwith adestination pattern that matches the greatest number ofdialed digits isselected.When the call setup message contains all the digits necessary to route the call, Cisco UnifiedCommunications Manager Express searches for an outbound dial peer. The entire incoming dialstring is used to match outgoing dial peers.

In the preceding figure, dial peer 1is selected because destination 91302 is the longest match.Iftwo-stage dialing is required for the incoming call, the match isdone digit by digit. CiscoUnified Communications Manager Express enters digit collection mode (digits are collected in-band). Outbound dial peer matching isdone on adigit-by-digil basis. The Cisco UnifiedCommunications Manager Express checks for dial peer matches after receiving each digit andthen routes thecallvvhen the first match is made. Inthis case, dialpeer2 would beselectedbecause destination 9 matches.

Note If more thanone outbound dial peer matches thedial string, all matching dial peersare usedto form a hunt group. All outbound dial peersinthe hunt group are tried until one issuccessful.

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Call Flows in Cisco Unified Communicalions Manager and Cisco Unified Communications Manager Express

Call Routing BackupIhis section describes Cisco Unified Communications Manager Express call routing backup.

Call Routing Backup

Toprovide a backup route, configureat least two VoIP dialpeers with the same destination pattern pointing to differentgateways.

Usethe preference attribute to selectthe priority order.

'^^ Userdialsj 913021114000

313021114XXX

2ND

•+• Dlalpeer' ...1/0/0Preference 1 •—•——

^ Dial Peer2 1/Q/1Preference 2

PSTN

When more than one outbound dial peer matches the dial string, all matching dial peers areused to fonn a hunt group. By default, all outbound dial peers in the hunt group are tried untilone is successful. Ihe Cisco Unified Communicalions Manager Express administrator canconfigure primarv and backup routes using the preference dial peer configuration option.

The dial peer preference indicates the preferred order ofthe dial peer within the hunt group asfollows:

• I'hc lowerthe number, the higher the preference

• Default 0

• Range (Ho It)

In the preceding figure, both dial peersare configured withthe samedestination address. Thisconfiguration means thatwhen a match occurs, both will fonn a hunt group. Butbecause dialpeer I isconfigured with preference I. dial peer 1will be used as theprimary dial peer. Dialpeer2 (preference 2} will be used as a backup.

3-84 introducingCisco Voice and Unifed CommunicationsAdministration (ICOMM) vS.O ©2010 Cisco Systems, Inc

Trunk GroupsThis topic describes Cisco Unified Communications Manager trunk groups.

Trunk Groups

Standard dial-peer selection points toa single interface:• Trunk groups support up to 64 interfaces to be accessed from asingle dial peer

- Configured on the dial peer and voice pods. Hunt scheme round-robin, longest-idle, leasi-idle, least-used, sequential, or random

- Default is least-used

• Additional configuration can be applied to thetrunk groupIncoming and outgoing number translation profles

Carrier ID

User dials

913021114000Trunk Group

I'D I. __813021114XXX •* DaHPeeM PSTN

Standard Cisco Unified Communications Manager Express dial-peer selection points to asingleinterface. To assign adial peer to multiple interfaces, perform the following:• Assign digital interfaces oranalog voice ports toaIrunk group.• Assign the trunk group to an outgoing dial peer as amember of one or more trunk groups.

fhe administrator has achoice ofcall hunting schemes to access ihe interfaces in the trunkgroup as follows:

• Ecast-used (default)

• Round-robin

• Eongest-idle

• Least-idle

• Sequential

• Random

When adial peer is amember of more than one trunk group, use the preference-num value toset the order in which the trunk groups will be used for the dial peer. Aprcferencc-num valueof I is the highest preference so that the trunk group is used first; avalue of 64 is the lowestpreference so that the trunk group isused last.Ifno value is entered for prcferencc-num. the software assigns the trunk group apreference of65. which causes that trunk group tobe selected after all other trunks are used.If two trunk groups have the same preference-num value, the trunk group that was configuredfirst is used before the other trunk group.

© 2010 Cisco Systems, Inc.3-85


Trunk groups mav provide the dial peer with carrier information, ahunt scheme for finding anavailable interlace or channel for the outgoing call, and translation profiles for numbertranslation.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems Inc

Ephone Hunt Group OverviewThis section provides an overview ofthe ephone hunt group.

Ephone Hunt Group Overview

• Hunt groups havea pilot number.• Ahunt group iscomposed of a list of ephone-dns.* Selection of behavior for hunting the ephone-dns:

- Sequential

- Peer

- Parallel

- Longest idle

User dials

1800-123-4567

Hunt PBct1800123436*'

HuntUst

Ephone hunt groups provide the ability to direct incoming calls for aspecific number (theephone hunt-group pilot number) to adefined group of ephone directory numbers (ephone-dn)or wildcard slots.

Cisco Unified Communications Manager Express system redirects incoming calls that arebased upon the configured hunt list selection behavior as follows:

• Sequential

• Peer

• Parallel

• Longest-idle

At the end ofthe hunt group, a last-resort behavior can be defined with the final command.This behav ior can direct the call toeither an ephone-dn or the pilot number for another ephonehunt group.

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Ephone Hunt Group Default BehaviorThere should aluav s be adefault behavior thai is configured for the event ofgroup not hcina answered.

Ephone Hunt Group Default Behai

Hunt groups should have a default behavior atthe end ofthe hunt groupThe final directory number is used when a call isnot answered by any huntgroup members

Voice mail

Another hunt group pilot

User dials '~^%3j?1800-123-1567 T

Hunt Pilot

18001234S67

Hunt Piloi

18007854321 HuffiUst

an ephone hunt

At ihe end ofthe hunt group list, ifno ephone-dn defined in the list has answered the call, theincoming call isdirected to the destination thaiis defined by the final command. Thisdestination can be the piloi number ofanother hunt group, a voice-mail number, or the numberof an ephone-dn.

fhe timeout command sets the amount oftime, in seconds, that an incoming call can ring amember ofthe hunt group before hopping tothe next target in the hunt group.

3-88 Intrcduang Cisco Voice andUnifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Syslems, Inc.

Basic Automatic Call DistributionCisco Unified Communications Manager Express supports an auto-attendant function and acallqueuing function Two Tool Command Language (Tel) scripts arc provided with Cisco UnifiedCommunications Manager Express software. The two functions together provide what isknown as the basic automatic call distribution (B-ACD) service.

Basic Automatic Call Distribution

• Basic automatic calldistribution (B-ACD) provides auto-attendant functionality to allow the callerto self-direct.

- Extension, voice mail, or ephone hunt group

• Provides call queuing functions if noagent in an ephone huntgroup is currently available:- Upto 10 auto-attendants- Maximum 10 ephone hunt groups

• Tools for collecting and obtaining callstatistics• Requires two built-in Cisco Systems Tel scripts in flash

memory:

- Auto-Attendant

-- Call queuing function

The built-in applications are app-b-acd-aa for the auto-attcndant feature and app-b-acd for thequeuing feature.

Configuring these applications is identical to configuring the external Tc! scripts, fheappropriate audio files must be uploaded into fiash memory.The first function ofthe B-ACD isthe aulo-attendant. 'fhe auto-attcndant function, called CiscoUnified Communications Manager AutoAllendant. The aulo-attendant can answer incomingcalls and present abasic menu ofup to four options. Commonly presented options includeenabling the caller to go directly to an extension by entering the extension number, go directlyto an operator by pressing 0. go to voice mail, orgo to an ephone hunt group.Ofthe four available options that are presented in the Cisco Unified Communications ManagerAutoAttendant menu, three can point to thepilot number of anephone hunt group.

Theautomated function isenabled through the configuration ofthe Cisco UnifiedCommunications Manager AutoAttendant Tel script.

Ifamember ofthe hunt group is unavailable, the second function ofthe B-ACD service, callqueuing, activates. The characteristics ofcall queuing are as follows:• Call queuing allows calls to be placed in aqueue in the order oftheir arrival.• Supports upto 10 auto-attendants and 10 ephone hunt groups.

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As members ofthe hunt group become available, the calls are serviced based on their orderin the queue.

Call queuing is enabled through (he configuration ofthe call queuing Tel script.

3-90 Inlrcducing Cisco Voice and Unifed Communications Administration (ICOMM) «8 0 ©2010 Cisco Systems, Inc

Typical Call Using B-ACDThis figure describes atypical call using the Cisco Unified Communications Manager ExpressB-ACD feature.

Typical Call Using B-ACD

The B-ACD auto-attendant service answers the outside call tothe pilot number.The autc-attendanl plays awelcome recording, and then informs the caller oftheir options.

The caller selects therequired option, e.g.,the SalesDepartment.TheSales Department option points an ephonehuntgroup.If there areavailable hunt group members, the call issent tothe hunt group pilotnumber

If no hunt group members are available (they are all handling calls or are in theDND stale), theB-ACD call queuing service activates.Abusy recording isplayed, followed by music onhold.The call isplaced In a queue until a hunt group member becomes available,

Can to 639 123 4567 Hunt Group

v-

When an outside user calls the B-ACD pilot number 609-123-4567, the following describes theCisco Unified Communications Manager Express B-ACD function operation:

1. The B-ACD aulo-attendant service answers the outside call to the pilot number.

2. The auto-attendant plays awelcome recording, and then informs the caller oftheir options.

3. The caller selects the required option, for example, the Sales Department.

4. The Sales Department option points anephone hunt group.

5. Ifthere are available hunt group members, the call is sent to the hunt group pilot number.

6. Ifno hunt group members are available (they are all on calls or in the Do Not Disturb[DND] stale), the basic automatic call distribution call queuing service activates.

7. Abusy recording isplayed, followed bymusic onhold.

8. fhe call is placed in aqueue until ahunt group member becomes available.

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SummaryThis topic summarizes the kev points thai were discussed in this lesson.

Summary

• To implement calling privileges, Cisco UnifiedCommunications Manager Express uses COR lists, whichare assigned lo dial peers and ephone-dns. When anoutgoing COR list isa subset ofthe incoming COR list a callwill be routed.

Using the trunk group feature, a single dial-peer destinationmatch can access multiple voice ports. Up to 64 trunk groupvoice ports can be accessed using the default least-usedhunt scheme.

Ihis lesson described the configuration components impacting call flows in Cisco UnifiedCommunications Manager Express.

References

For additional information, refer lo these resources:

• Cisco Unified Communications Manager Express Command Reference onCisco.com:htlp://wwvv.cisco,coni-'en/US/docs/voice ip_comm/cucme/comniand/referenee/cme_cr.html,

• Dial Peer Configuration on Voice tJaleuav Routerson Cisco.com:http:/Avww .cisco.com/cn/US/docs/ios/l2_3/vvr_c/dial peer/dpeer_e.lilml.

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Module SummaryThis topic summarizes the key points that were discussed in this module.

Module Summary

• Cisco Unified Communications Manager supports PSTN backuproutes using SRST.

- Cisco Unified Communications Manager uses partitions andCSSs to implement CoS. Route lists and route groups offerflexible call routing. Hunt groups can be used to provide callcoverage.

• Cisco Unified Communications Manager Express usesCOR toimplement CoS. Voice hunt groups support SIP and SCCPendpoints, but notin a mixed mode.

This module covered call flows in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express. Topics included the configuration components impactingcall flows in Cisco Unified Communications Manager and Cisco Unified CommunicationsManager Express.

References


• Cisco Unified Communicalions Manager Documentation Guide for Release 8.0(2) at:htip://vvvvw.cisco.coni/en/US/docs/voice_ip^comm/cucm/docguide/8_0_2/dg802.html.

• Cisco Unified CME 8.0 Supported Firmware, Platforms, Memory, and Voice Products at:http://wwv.cisco.com/en/US/docs/voicejp_comm/cucme/rcquirements/guidc/cme80spc.htm.

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Ql) In aCisco Unified Communications Manager IP phone implementation, the SCCPsignaling protocol and RTP media stream take different paths across the network.(Source: Understanding Call Flows and Call Legs)

A) true

B) false

Q2) In aCisco Unified Communications Manager Express implementation, which of thefollowing is not used to match inbound dial peers? (Source: Understanding Call Flowsand Call Legs)

A) destination patternB) incoming called numberC) answer addressD) portE) session target

Q3) In Cisco Unified Communications Manager, which name is used to describe theconfiguration element that contains alist ofaccessible partitions? (Source:Understanding the Configuration Components Impacting Call Flows in Cisco UnifiedCommunications Manager)

A) partition listsB) route groupC) calling search spaceD) class of service list

Q4) In Cisco Unified Communications Manager, which two ofthe following are notsources for acall routing request? (Choose two.) (Source: Understanding theConfiguration Components Impacting Call Flows in Cisco Unified CommunicationsManager)

A) voice mail portsB) translation patternsC) route patterns

D) trunksF) bunt groups

05) In Cisco Unified Communicalions Manager Express, which ofthe following scenarioswill result in acall being blocked? (Source: Understanding the ConfigurationComponents Impacting Call Flows in Cisco Unified Communications ManagerExpress)

A) The outgoing COR list isa subset ofthe incoming COR list.B) The outgoing COR list isnot a subset ofthe incoming COR list.C) No incoming COR fist is configured.D) NooutgoingCORlist is configured.



3-95

Q6) Ilow can multiple interfaces be accessed from asingle dial peer in Cisco UnifiedCommunications Manager Express? (Source: Understanding the ConfigurationComponents Impacting Call Flows in Cisco Unified Communications ManagerExpress)

A) Use trunk groups on the dial peer and voice ports.B) Use the dial-peer preference command lo define the priority order for

multiple interfaces lhat are accessed from Ihe dial peer.C) Configure aroute list and route group thai contain multiple interfaces. The dial

peer must be configured to access the route list.D) Ii is not possible. Configure multiple dial peers wilh the same destination

pattern to access multiple interfaces.

3-96 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems Inc

Module Self-Check Answer KeyOD A

Q2) F

Q3) C

04] C.b

Q5) B

Q6) A

3-97

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-_:

__ mit3-98 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) V8 0 ©2010 Cisco Systems, Inc

Module 4

Endpoint and End UserAdministration

OverviewThis module focuses onendpoint and end-user administration tasks inCisco UnifiedCommunications Manager and Cisco Unified Communications Manager Express.

Module ObjectivesUpon completing this module, you will be able to perform endpoint and end-useradministration tasks inCisco Unified Communications Manager andCiscoUnifiedCommunications Manager Express. This ability includes being able tomeet these objectives:

• Describe the characteristics ofendpoints inCisco Unified Communications Manager andCisco Unified Communications Manager Express andthe related configurationrequirements

• Describe how toimplement endpoints in Cisco Unified Communications Manager andCisco Unified Communications Manager Express

• Describe the characteristics of end users in Cisco Unified Communications Manager andCisco Unified Communications ManagerExpress and the relatedconfigurationrequirements

• Describe how to implement end users inCisco Unified Communications Manager andCisco Unified Communications Manager Express

Lesson 11

Understanding EndpointCharacteristics andConfiguration Requirements

Overview1„ Cisco Unified Communications Manager and Cisco Unified Communications ManagerExpress each device-such as an IP phone-is defined as aseparate endpoint. Each physicalIP phone has anumber of lines available, depending on the phone type. Each line may beconfigured with adirectory number, which is used for calls. Th.s lesson describes thecharacteristics of endpoints in Cisco Unified Communicalions Manager and C.sco UnifiedCommunications Manager Express and the related configuration requirements. Top.cs_w, Icover the necessar parameters to add an IP phone and directory number in C.sco UnifiedCommunications Manager and Cisco Unified Communications Manager Express.

ObjectivesUpon completing this lesson, you will be able to describe the characteristics of endpoints inGsco Unified Communications Manager and Cisco Unified Communications Manager Expressand the related configuration requirements. This ability includes being able to meet theseobjectives:

. Describe how IP phones register with Cisco Unified Communications Manager and CiscoUnified Communications ManagerExpress

. Describe the necessarv parameters to add an IP phone in Cisco Unified CommunicationsManager including device pool, phone button template, soflkcy template, common phoneprofile, calling search space, location. AAR group, and display configuration

. Describe the necessarv parameters to add an IP phone in Cisco Unified CommunicationsManager Express, including MAC address, phone type, button associations

4-4

IP Phone Registration ProcessThis topic describes the function of network components that are used or provided by CiscUnified t ommunicalions Manager for the IP phone re,i,.r,,Hon n™.„ *phone registration process.

letwork Components

IP phones require network services to access Cisco UnifiedCommunications Manager

NatwwkComponent

Areference dock for device time synch ran NationUsually from an external source.

NTP Reference Clock Alternatively, aCisco router can beconfigured asamaster NTP server.

The Cisco Unified Communications Managerpublisher is ihe NTP client.

DHCP Tne DHCP server provides IP address configurationandTFTP server location lo the IP phones.The TFTP server provides device configuration files

TFTP Server m&r files' ^ firmware upgrades totheIP phonesCisco Unified Communications Manager can provideboth DHCP and TFTP services.

DNS Server Provideshostname to IPaddress resolution to theIP phones and user PCs.

Network 1ime Protocol (NTP) is designed for synchronizing the clocks of computer systemsover Pnetworks. NIP server, provide areference clock for device time synchronizationusually from an external source. Alternatively, any company can provide an internal NTI'server for synchronization without reference loexternal sources.

ACisco router can be configured as amaster NTP server ifan external source is not availableIhe Cisco Unified Communications Manager publisher is ihe NTP client.

Cisco Unified Communications Manager can use NTP lo obtain time information from atimeserver.

DI 1CP is aprotocol lhat allows IP endpoints to obtain their IP settings from aserver The mostimportant settings are the IP address, subnet mask, and default gateway. In addition theDomam Name System (DNS) server address and special functions, such as the TF1 Pserveraddress used by Cisco IP phones, can be assigned to the client. Cisco Unified CommunicationsManager features aDHCP server that is designed to serve IP phones only.TFTP is asimple file transfer protocol and is used by Cisco IP phones to obtain configurationfiles and their software. ACisco Unified Communications Manager cluster must run the TFTPservice on at least one senertobe able tosupport IP phones.

DNS is aname-resolution protocol that allows IP applications to refer lo other systems bvlogical names instead ofTP addresses. ACisco Unified Communications Manager cluster canbe configured to use either DNSor IP addresses.

Intrcduang Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.

Network Time ProtocolThis subtopic describes the NTP.

Network Time Protocol

- NTP is strongly recommended- All network devices keep the same time

• Publisher synchronizes to the master NTP clock source- External or internal to the corporate network

• Subscribers gettheir clock from thepublisher• IP phone gets the displayed time from the Cisco Unified

Communications Manager towhich itis registered

Subscribers

Internal NTP Clock

IP Phones

NTP can be enabled and configured during Cisco Unified Communications Manager _installation However, ifthe decision to use or not use external NTP servers was not consideredproperly during the initial configuration of Cisco Unified Communications Manager, >t shouldbe reconsidered beforedeploying endpoints.

Useof NTP is stronglyrecommended.

It is extremely important that all network devices have accurate time information because thesystem time of Cisco Unified Communications Manager is relevant in the following situations:• IP phones display date and time information. This information is obtained from Cisco

Unified Communications Manager.

• Call Detail Records (CDRs) and Call Management Records (CMRs), which are used forcall reporting, analysis, and billing, include date and time information.

• Alarms and events in log files, as well as trace information in trace files include timeinformation. Troubleshooting aproblem requires correlation ofinformation that is createdbv different system components (Cisco Unified Communications Manager. Cisco IOSgateway, and so on). This correlation is only possible when all devices in the network havethe same correct time information.

Some Cisco Unified Communications Manager features arc dale- or lime-based, and thereforerely on the correct date and time. These features include timc-of-day routing and certiticate-bascd securitv features.

In aCisco Unified Communications Manager cluster, only the publisher will send NTPrequests to the (external) NTP server(s); subscribers will synchronize their time with thepublisher. The configuration of an external NTP server is not required; ifno NTP server isconfigured—the publisher will rely on its own system time.

© 2010 Cisco Systems. Inc.Endpoint and End User Administration

Note Skinny Chert Control Protocol (SCCP, IP phones use the SCCP protocol to get the timerom the Cisco Unifed Communications Manager where they are registered Session

Vitiation Protocol (SIP) phones get their time via the phone NTP reference

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems Inc

Network Time Protocol (Cont)

NTP usesa stratum todescribe how many NTP hops theclockreference is from an authoritative time source.

Stratum 1time server hasa radio oratomic clock directly attached.Stratum 2 time server receives itstime from a stratum 1time server,stratum 3 receives from stratum 2, and so on.

Lowest stratum number is preferred by clients when multiplesources are configured (stratum 1 is the best).

• The external NTP reference dock is preferred bythepublisher,and the internal NTP reference is the backup.

NTP is designed for synchronizing the clocks of computer systems over IP networks. It has ahierarchical organization bytheuse of clock strata.

Stratum 0is an extremely precise clock source, such as an atomic clock or radio clock. Astratum 1server isdirectly connected to astratum 0clock and can provide time information toother (stratum 2) devices. Stratum 2devices can serve stratum 3devices.Connectivity to stratum 0devices is limited. At best, astratum 1or 2connection may beavailable via the Internet.

The lowest stratum number has the highest priority and ispreferred by clients when multiplesources are configured (stratum 1is the best).

In the diagram, the external NTP reference clock is preferred by the publisher. The backup willbe the internal NTP reference.

Note It isrecommended that you use anexternal NTP server to ensure accurate system time onthe first node. Ensure that the external NTP server isstratum 9orhigher (highest internalNTP server is stratum 1). _^__^

i 2010 Cisco Systems, Inc.Endpoinl and End User Administration

Special Functions Used by Cisco IP PhonesThis subtopic describes special functions that arc used by Cisco IP phones in aCisco UnifiedCommunications Manager environment.

Special Functions Used by CiscoPhones

• Cisco Discovery Protocol: IP phones generate and listen toCisco Discovery Protocol messages.

• DHCP: IPphones can get their IP addresses via DHCP.

• Identification by MAC address: IPphones are identified by aunique device ID and not by their IP address.

• TFTP: IP phones are configured automatically bydownloading device-specific configuration files from a TFTPserver

Power over Ethernet (PoE): IP phones can be powered overthe Ethernet network cable.

PC Port: IP phones allow a PC to beconnected by sharing asingle connection to the switch.

Cisco IP phones integrate seamlessly into aCisco Unified Communications deployment. Inconjunction with other components ofthe overall solution. Cisco IP phones can provide thefollowing features:

• Cisco Discovery Protocol: Cisco IP phones generate Cisco Discovery Protocol messageslike almost all other Cisco network products. Cisco IP phones can also listen loCiscoDiscovery Protocol messages sent out by Cisco Catalyst switches. In this way. aCiscoCatalv st switch can indirectly configure the LAN configuration of the phoned including thevoice VFAN and class ofservice (CoS) settings for traffic that isreceived from an attachedPC. The Cisco Discovery Protocol messages that are sent by the IP phone are importantwhen using Cisco Unified Video Advantage, asolution in which IP phones can be used forvideo calls by interacting with video hardware and software thatis installed onthe PC.

• DHCP: Cisco IP phones can have sialic IP configuration, entered at the IP phone, or useDHCP lo obtain IPaddresses thatare assigned from a DHCP server.

• MAC address-based device identification: Cisco IP phones arc identified bv a device ID.which isbased on the MAC address ofthe IP phone. This identification allows the deviceto be moved between subnets and simplifies DHCP configuration, because no specific IPaddress is required foran individual phone.

• TFTP: Cisco IP phone configuration does not take place individually atthe phone, but iscentralized in Cisco Unified Communications Manager. Cisco Unified CommunicationsManager generates dev ice-specific configuration files andmakes them available fordownload at oneor more TETP servers. IPphones will learn the IP address ofthe TFTPserver via DHCP, and then load the appropriate configuration file automatically as part oftheir boot sequence.

4-8 Introducing Cisco Voice and Unifed Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc

2

J

Power over Ethernet (PoE): IP phones do not require wall power, but can obtain powerover the Fthernet from anv PoE compliant LAN switch, such as aC.sco Catalyst switchThis capability eliminates the need for extra power adapters and cabling on the user desk.PC port- IP phones allow PCs to be connected to aPC port at the phone and then share theuplink toward the switch. By using the voice VLAN feature of Cisco Catalyst switches andIP phones, the phone and the PC can be separated into different VEANs on asingle accessportat the LAN switch.

©2010 Cisco Systems. Inc. EndP°lr"and End User Administration 4-9

IP Phone RegistrationThis subtopic describes IP phone registration in aCisco Unified Communications Manager orCisco Unified Communications Manager Express environment.

\P Phone Registration

IP phone registration is similar for Cisco UnifiedCommunications Manager Express and Cisco UnifiedCommunications Manager.

Cisco Unified

Communications

Manager Express

P Phones

Cisco Unified

CommunicationsManager | IPPhones

IP Phones

The registration process is similar for IP phones in aCisco Unified Communications Manageror Cisco Unified Communications Manager Express environment.

4-10 Introducing Cisco Voice and Unified Communications Administration (ICOMMI v8.0 >2010Cisco Systems, Inc.

mm-

Cisco SCCP IP Phone Startup ProcessThis subtopic describes the steps in the standard startup process used by an IP phone to connectto the VoIP network.

Cisco SCCP IP Phone Startup Process

1 IPphone obtains power from theswitch.2 IP phone loads locally stored image.;, Switch provides VIAN information toIP phone using Cisco Discovery

Protocol.

4 Phone sends DHCP request, and receives IPinformation and TFTPserver address.

P IPphonegets configuration from TFTP server.IP phone registers with Cisco Unified Communications Manager:

- Cisco Unified Communications Manager sends softkey template to thephone using SCCP messages.

Depending on the specific network configuration, some or all ofthe following steps may occuron an individual IP phone:

Step 1 Obtaining power from the switch: The IP phone obtains power from the switch ifPoE is used. Alternatively, the IP phone can be powered by wall power or an inlinepower injector.

Step 2 Loading the stored phone image: The IP phone has nonvolatile flash memory inwhich the phone firmware image is stored. At startup, the phone runs abootstraploader that loads the phone image from fiash memory. Using this image, the phoneinitializes its software and hardware.

Step 3 Configuring Ihe VLAN: Ifthe IP phone is connected to aCisco Catalyst switch, theswitch uses Cisco Discovery Protocol to inform thephone whether or nottouse adedicated voice VI .AN for Ethernet frames carrying traffic toorfrom the IP phone(and leaving untagged frames for PC use). Ifthe voice VLAN feature is not enabledatthe switch and announced by Cisco Discovery' Protocol, ihc IP phone does notsend VLAN-taggcd Ethernet frames.

Step 4 Obtaining an IP address: Ifthe Cisco IP phone uses DHCP, the phone queries theDHCP server toobtain an IPaddress. DHCP also informs the IPphone about how toreach the TFIT server (DHCP option 150). IfDHCP isnot used, a static IP addressand TFTP server address must be assigned toeach IP phone locally. IftheDHCPserver does not respond. Ihe IP phone will make use ofthe last used configurationthat is stored in NVRAM.

© 2010 Cisco Systems, IncEndpoint and EndUserAdministration 4-11

Step 5 Requesting Ihe configuration file and the profile file: The TETP server hasconfiguration files and profile files. Aconfiguration file includes parameters forconnecting to Cisco Unified Communications Manager and information about whichimage load aphone should be running. Aprofile file contains various parametersand values for phone and network settings. Fhe IP phone first requests itsSnP<»wc>.cnfAml file from the TFTP server. If ihe TFTP server docs not respond,the IP phone (alls back to the last used configuration stored in NVRAM. Ifthe TFTPserver responds but the SEP</™c>.cnf.xm] file is not found on the server, the phonerequests the XMFDefault.cnf.xml (lie. From that file, the IP phone obtains ils list ofCisco Unified Communications Managers and then attempts lo autoregisterto theprimary server. Then the phone will attempt to download a Certificate TrustList(CTI.) file, which is only used ifcryptographic features are enabled in Cisco UnifiedCommunicalions Manager.

Step 6 Registering on Cisco Inified Communications Manager: The configuration fileincludes a prioritized list ofCisco Unified Communications Manager servers. Afterobtaining the file from the TETP server, the phone attempts to register with thehighest-priority Cisco Unified Communications Manager on the list. Ifthe phone isnot configured in Cisco Unified Communications Manager and autoregistration isenabled. Cisco Unified Communications Manager adds the device, and the phonecan then register. Once the phone has registered, the Cisco Unified CommunicationsManager sends the soflkey template lhat is configured for this IP phone tothe IPphoneusing SCCPmessages.


VLAN Discovery ProcessThis subtopic describes the IP phone VLAN discovery process.

VLAN Discovery Process

The Cisco Catalyst Switch isoptionally configured with VLANinformation

- Voice and data

IP phones useCisco Discovery Protocol to learn VLANconfiguration from a Cisco CatalystSwitch.Voice and data maybe configured to use separate VLANs.

- Provides security between voice and data VLANs- Simplifies QoS implementation using separate voice anddata

networks Learned Configuration:

Osco Router Catalyst Switch IP Phone

Voice and data may be configured to use separate VLANs. This type ofconfiguration canprovide security between voice and data VLANs as well as simplify quality of service (QoS)implementation.

The Cisco IP phone contains an integrated three-port 10/100 switch. The ports providededicated connections to the following devices:

• Port 0 is an internal 10/100 Ethernet interface that carries the IP phone traffic.

• Port 1 connects to a PC or other device.

• Port 2 connects to the access switch orolher network devices. Inline power can beobtainedat port 2.

The voice VLAN feature allows voice traffic from the attached IP phone and data traffic from adaisv-chained PC to be transmitted ondifferent VLANs. This capability provides fiexibility andsimplicity in IP address allocation and the prioritization ofvoice over data.

IP phones use Cisco Discovery Protocol to leam VLAN configuration from aCisco Catalystswitch. IfCisco Discovery Protocol isenabled onthe switch port, the switch instructs anattached phone lo treat the Eayer 2CoS priority value ofthe attached PC in one ofthefollowing ways (based on the extended priority lhat isconfigured atthe switch port):• Trusted: "fhe IP phone allows the PC to send IEEE 802.3 frames (with no CoS priority

value) as well as IEEE 802. Ip frames wilh any CoS priority value.

• Intrusted (default): The IP phone changes the CoS priority value to0 if802.1 p is used bythe PC.

• Configured CoS priority level: The IP phone sets an 802. Ip header with aCoS priorityvalue ofx ifthe PC uses 802.Ip with a di fferent CoS priority level than x,or ifthe PC didnot use 802.Ip at all. but sent 802.3 framesinstead.

) 2010 Cisco Systems, Inc. Endpoinland End UserAdminislralion 4-13

IP Phone DHCP ConfigurationThis subtopic describes the IP phone DI 1CP configuration process.

IP Phone DHCP Configuration

• The IP phone initializes the IP slack and sends a DHCP request messageBroadcastto all devices in the (voice) VLAN

• The DHCP server response provides IPconfiguration parameters for theIPphone

IPaddress, subnet mask, defaultgateway, and TFTPserver address(option 150)

• The DHCP server may beonthelocal subnet orremote to IP phones.

DHCP configurationIP address

Subna

Default GatewayOption 150 (TFTP)

IP Phone

DHCP Server TFTP Server

Cisco UnifiedCommunications

Manager

Al power on. the IP phone initializes the IP stack and sends a DHCP request message. TheDHCP request message is sent as a broadcast toall devices in the voice VFAN. All devices inthe voice VLAN receiv e the request, but only the DHCP server responds.

In the diagram in the figure, the DIICPsener. TITP server,and Cisco UnifiedCommunications Manager server may be located in the same node orin separate nodes. Allthree servers will receive the broadcast DHCP request. TheTI'FPserver andCisco UnifiedCommunications Manager server will ignore the request. The DHCP server responds.

The DHCP server response prov ides IP configuration parameters for the IP phone as follows:• IP address, subnet mask

• Default gatewav

• TFTP server address (option 150)

The Cisco Unified Communications Manager DHCP server can be configured with multiplesubnets. In this case, the DHCP server may be on the local subnet or remote to some IP phones.When the IP phones arc in remote subnets, a DHCP relay must beenabled so that the DI ICPrequests that were sent out by the clients are forwarded to the DHCP server.

4-14 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, inc

DHCP Server Feature Support OverviewThis subtopic describes DHCP server support in Cisco Unified Communications Manager

DHCP Server Feature Support Overview

• The DHCP server in CiscoUnified Communications Manageris designed to serve only IPphones.- Not designed toserve other network devices (PCs)

• Provides DHCP functionality for smaller deployments (up to1000 IP phones)

- Sufficient for IP phone purposes

• Only one DHCP server is recommended per Cisco UnifiedCommunications Manager cluster.

- DHCP server is a standalone server, no backup serverexists

• The DHCP service is normally provided on the publisher.

• Multiple subnets canbe configured onthe DHCP server.

The Cisco Unified Communications Manager DHCP server is designed to serve IP phones msmall deployments. In adeployment with no more than 1000 devices registering to the cluster.the DI ICP service may be coresident (two or more services or applications running on the sameserver) on the Cisco Unified Communicalions Manager server. For larger deployments, theDHCP server must be run on adedicated orstandalone server (with no other services running).The DHCP server provides DHCP functionality that is sufficient for IP phones, but it shouldnot be used for other network devices such as PCs.

The recommendation is that only one DHCP server exists per Cisco Unified CommunicationsManager cluster. DHCP isnormally provided onthe publisher.Fach DHCP server isa standalone server. Ifthe Cisco Unified Communications Manager thatisconfigured as the DHCP server fails, no backup server exists.

Each DHCP server must be configured fordifferent IP subnets.

'Fhe Cisco Unified Communications Manager administrator configures the DHCP servers andsubnets as follows:

• A maximum of one server for each node.

• Multiple subnetsmay exist on each server.

Different clusters can share one DHCP server, iftheCisco Unified Communications Managerclusters are not geographically separated. In the latter case, itmay need one DI ICP server perlocation. Ifthe DHCP server is shared, some Cisco Unified Communications Manager clustersmav have no DHCP servers.

>2010 Cisco Systems. Inc.Endpoint and End UserAdministration 4-15

Note The DHCP server of Cisco Unified Communications Manager must not be used withdeployments of more than 1000 registered devices. Even if there are fewer devices, theCPU load of the services must be watched closely. If high CPU load is experienced^ theDHCP service should be provided by other devices; for example, a dedicated DHCP serverswitch, router, and so on


TFTP Device Configuration XML FileThis subtopic describes the IP phone TFTP device configuration XML file.

TFTP Device Configuration

The IP phone downloads adevice-spedfie configuration file atstartup timefrom the TFTP server:

- The IP phone with MAC address AAAABBBBCCCC downloads theSEPAAAABBBBCCCC.cnf.wnl configuration file,

XMLDefault.cnf.xml isloaded ifa device-specific file isnotavailable.The configuration file points to Cisco Unified Communications Manager

MAC Address

AAAABBBBCCCC

S EPAAAABBBBCCCC enf.xm

<d*vic*>

<.d»vie"Pool>

<c al 1H* n*g«rf raip>

<m«ib*r ptlority-"0"

<* th«ra»tP hon aPo r t.

</portn>

i'pFdt*b aHv deN in« >ic/cAllHaiuigBO

</cm llKiwgararoi^

•c / da vie *Pod1>

20 00</ntbanw U*bon«Port i

' .1 -2 . 3'V'pro'-'tQsNedftNainB n

fhe Cisco TFTP service builds configuration files and serves embedded componentexecutables. ringer files, and device configuration files.The IP phone downloads adevice-specific configuration file at startup time from the TFTPserver. The device also requests a configuration file from theTFTP server.

The IP phone first requests its SEP<mac>.cnf.xml file from the TFTP server:• 1fthe TFTP server does not respond, the IP phone falls back tothe last used configuration

stored in NVRAM.

• Ifthe TFTP server responds but the SFP<mac>.cnf.xml file is not found on the server, ihephone requests the XMLDefault.cnf.xml file. From that file, the IP phone obtains its list ofCisco Unified Communications Managers and then attempts toautoregister tothe primaryserver.

The device configuration file contains aprioritized list ofCisco Unified CommunicationsManagers for adevice (phones that are running SCCP and phones that are running SIP andgatewavs). the TCP ports on which the device connects lo those Cisco UnifiedCommunications Managers, and an executable load identifier. Configuration files for selecteddevices contain location information and URLs for the phone buttons: messages, directories,services, and information.

In the figure above, the IP phone with MAC address AAAABBBBCCCC downloads theSFPAAAABBBBCCCC.cnf.xml configuration file, fheconfiguration file contains theinformation for the IP phone to register with Cisco Unified Communicalions Manager (IPaddress 10.1.2.1).

>2010 Cisco Systems, IncEndpoint and End UserAdministration 4-17

IP Phone RegistrationThis subtopic describes the IP phone registration.

IP Phone Registration

• The IP phone sends an SCCP registration request to the primary CiscoUnified Communications Manager server.

Based on the configuration file received via TFTP

• Successful registration results in IP phone telephony configuration downloadLines,speed dials, softkeys. etc.

• With autoregistration, a new SEP<Mac_Address>.cnf.xm[ configuration file iscreated and the IP phone restarts

DHCP Server TFTP Server 10.1.2.1

Extension 1001

Cisco Unified

Communications

Manager

The IP phone sends an SCCP registration request lothe primary Cisco UnifiedCommunications Manager serverwilh the IP address 10.1.2.1 as defined in theSKP<.l/nc .4 ddres.s>.enfix ml (or the XMLDefault.cnf.xml) configuration file that was receivedvia TFTP.

Successful registration results in telephony configuration download lothe IP phone. The CiscoUnified Communications Manager server sends additional configuration elements to the IPphone during the final phases of the registration process including:

• Fine extension numbers and speed dials

• Soitkevs

• Other configuration elements

With autoregistration. the IP phone uses the XMLDefault.cnf.xml configuration file lo registerwith the Cisco Unified Communications Manager server. Once registered, a newSY:?<\fac_Address>.cr\1\\m\ configuration file is created. Cisco Unified CommunicationsManager restarts the IP phone, which downloads the SFIKV/r/c* Address>.cnf.xmlconfiguration file.

The following steps summarize the IP phone registration process:

Step 1 Power up

Step 2 (Jet IP address, subnet mask. DNSserver address (if used)

Step 3 Get TF I P server address

Step4 Get configuration file from '['FTP server

Step5 Register wiih Cisco Unified Communicalions Manager server

4-18 Introducing Cisco Voice and Unified Communications Administration (ICOMM] vS.O >2010 Cisco Systems, Inc

Cisco SIP Phone Startup ProcessThis subtopic describes the SIP phone startup process. The IP phone boot sequences for SIP arevery similar to SCCP. The first four steps are the same as with SCCP phones and are not shownin the diagram.

Cisco SIP Phone Startup Process• Cisco SIP phone startup process

- Steps 1 to 4 are Ihe same as SCCP phones

i Cisco SIP Phone

6 Establish Connection— >

"\ 8 Localization Files

-\ 10 Custom Ringers

Cisco Unified

Communications

Manager

In the diagram and following steps itis assumed that the SIP phone has obtained an IP addressand infomiation about how to reach a TFTP server. The following stepsexplain the SIPphonestartup process:

Step 1 The SIP phone boots and tries todownload a CTL file. The CTL file contains asetof certificates and isonly used when CiscoUnified Communications Managercluster security has been enabled.

Step 2 Ihe SIP phone requests its SEP<mac>.cnf file from the Cisco TFTP server. Ifa SIPphone is new. this file will not be found because the phone is not currentlyconfigured in the Cisco Unified Communications Manager database.

Step 3 The SIP phone downloads the default configuration file XMLDefault.cnf.xml fromtheTFTP server. Thisconfiguration file contains systemwide configurationparameters, including the location oftheCisco Unified Communicalions Manager ofthe SIP phone. For autoregistration towork for SIP. this file also contains aparameter called auto_registration_name. Ifthis parameter isblank, then the SIPphone will not attempt toautorcgister. Ifthis parameter isnot blank, the SIP phonewill attempt toautoregister if it finishes Ihc boot sequence and still does not haveany legitimate directory number lines that areconfigured.

Step 4 The SIP phone requests the .Loads file, ifone was specified inthe defaultconfiguration file, todetermine what image the phone should berunning. Ifthe.Loads file specifies an image thatisdifferent from the image contained intheSIPphone, the SIP phone attempts toobtain the new images from the Cisco TFTPserver. Ifthe image isdownloaded and verified successfully, theSIP phone willreboot to load the new image.

© 2010 Cisco Systems, Inc. Endpoint and End User Administration

Step 5 The SIP phones will download and use local dial plans iflocal dial plans areconfigured.

Step 6 Aconnection is established lo the Cisco Unified Communications Manager server.

Step 7 The IP phone will now register with the highest-priority Cisco UnifiedCommunications Manager server. The default SIP configuration file indicateswhether the SIP phone should conned using User Datagram Protocol (UDP) orICP.

Step 8 II the SIP phone does not have anv directory number lines provisioned, but ildoesha\ e the Cisco Unified Communications Manager IP address and port, the phonewill check the auto registration name parameter. Ifthe parameter contains a name,that name is used as the directory number line in the SIP Register message that issent to the SIPproxy. I 'pon receiving this message, theCisco UnifiedCommunications Manager should do the following:

• Identifv that the special autoregistration namehas been used.

• Create an entry in thedatabase for the new phone based on ihecurrentautoregistration settings.

• Generate the SFP</Hf/f>.cnf.xmI file for thenewphone.

• Acceptthe registration with the 200 OK response,

• Notify the phone to gel theconfiguration files again (Ifvent header in theSIPNOTIFY message).

• Fhe phone will automatically reset and reboot.

Step 9 The SIP phone will load the configured localization files.

Step 10 The SIP phone loads custom ringer files.

Fhe main differences between theSIPand SCCP startup processes areas follows:

• SEP</H(jc>.cnf.xml: The SIP phones get their entire configuration from the configurationfile. Therefore, theSFP<w<^>.cnFxml file is much larger for SIP than for SCCP.

• Dial plan file (optional): The SIP phones can download and use local dial plans.

• Softkey file: Ihe SIP phonesdownload their soflkeysets in this XML file.

4-20 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc

Cisco Unified Communications Manager NetworkConfiguration

The table in this figure provides an overview ofthe initial Cisco Unified CommunicationsManager configuration.

Cisco Unified CommunicationsManager Network Configuration

Configure initial Cisco Unified Communications Managernetwork settings to allow IP phone registration.

ConfigureNetworkSettings

VerifyNetwork and FealureServices

Configure EnterpriseParameters

Configure ServiceParameters

NTPservers. DHCPservices. TFTPserver, removeDNS reliance.

Activatethe necessary feature services and checknetwork services, such as the Cisco CallManager andCisco TFTP.

ModJy enterprise parameters as required. Enterpriseparameters include fheURLlocatton usedwhentheIPphone Directory button is pressedandwhether or notlodisplay the extension inthe corporate directory listModify service parameters as required.Serviceparameters include sHence suppression and calltimers.

After installing Cisco Unified Communications Manager, some initial configuration must bedone before starting lodeploy endpoinls. This initial configuration includes the following:

• Configure network settings: Basic network settings have already been configured duringinstallation. However, some of them should berevisited; for example, use of external NTPand DNS servers. Network settings thatarenotconfigurable during installation must beaddressed before endpoint deployment; for example, enabling DHCP services on CiscoUnified Communications Manager.

• Verify network and feature services: Cisco Unified Communications Manager serversrun network services (automatically activated) and feature services (activated by theadministrator). After installation, network services should be checked, and desired featuresen ices must be activated.

• Configure enterprise parameters: Cisco Unified Communications Manager hasclusterwide configuration settings called enterprise parameters. After installation, enterpriseparameter default values should be verified and modified, ifrequired.

• Configure service parameters: Cisco Unified Communications Manager Services haveconfigurable parameters that can usually be set for each Cisco Unified CommunicationsManager server. After installation and service activation, service parameter default valuesshould be verified and modified, if required.

) 2010 Cisco Systems. Inc. Endpoint and End User Administration 4-21

Service Activation

This subtopic describes service activation. The Service Activation web page is used toselectively activate and deactivate feature services for each server inthe cluster.

Service Activation

To enable Cisco Unified Communications Manager Servicesperform the following tasks:• Access the Cisco Unified Communications Manager Serviceability menu• Choose Tools* Service Activation and select the required server* Enabietne necessary services

Cisco CallManager and Cisco TFTP Service

Oplional Cisco DHCP Monitor Service


J=t

Administrators can activate feature services on various nodes in the cluster lospecify whichservers perform certain functions for thecluster. Dedicate a particular server to one function orcombine several functions on one server.

To enable Cisco Unified Communications Manager Services, perform the following tasks;

• Access the Cisco Unified Communications Manager Serviceability menu

• Navigate to the Service Activation window via Tools > Service Activation

• Select the required sener

• Imable these necessarv1 services:

— Cisco CallManager

— Cisco TFTP

— Cisco DHCP Monitor Service

4-22 Introducing CiscoVoice and Unified Communicalions Administration (ICOMM) v80 )2010 Cisco Systems, Inc.

DHCP ServerThis subtopic describes the DI ICP Server Configuration menu. Use the Cisco UnifiedCommunications Manager Administration menu to configure Cisco Unified CommunicationsManager as a DHCP server as described in this section.

DHCP Server

• Cisco Unified Communications Managerserver configuredfor DHCP service.

The DHCP Server Configuration menu includes thefollowing fields:

• Host Server

• Primary TFTP Server IPv4 Address (Option 150)

• Primary DNS IPv4 Address

• IP Address Lease Time

Define one ormore subnets for the DI ICP server by choosing System> DHCP > DHCPSubnet."Fhe DHCP Subnet Configuration menu includes thefollowing fields:

DHCP sener

Primarv' Start IPv4 Address

Primary End IPv4 Address

Primarv- Router IPv4 Address

IPv4 Subnet Mask

Primary DNS IPv4 Address

Primary TFTP Server IPv4 Address (Option 150)

© 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-23

DHCP on Cisco Unified Communications Manager ExpressWhen an IP phone is connected to Cisco Unified Communications Manager Fxpress ilautomatically queries for a DIICP server.

DHCP on Cisco UnifiedCommunications Manager Expres;

• Cisco Unified Communications Manager Express, oranother CiscoIOS router, may be configured with a DHCP pool for IPaddressallocation

The DHCP pool called"mypool" is configured with IPaddressesin the 10.1 1 0/24 subnet

• Optionally exclude for unavailable addresses

• Option 150 TFTP server value for theSCCP orSIP IP phones

Subnet 10 1 1 0/24

DHCP Server

ip dhep excluded-address 10.1 1 1 10 1.1.10

ip dhep pool mypoolnetwork 10.1.1.0 255.255 .255 0

option 150 ip 10.1.1.1

default -router 10.1.1.2

Cisco Unified Communications Manager Fxpress orany branch Cisco IOS router can beconfigured as a DHCP server.

The DHCP server responds by assigning an IP address to the IP phone and providing the IPaddress ofthe IFTP server through DHCP option 150. Then the phone registers with the CiscoUnified Communications Manager Fxpress server and atlempls to get configuration and phonefirmware files from the TFTP server. Option 66 may be required for third-parly SIP phones.

4-24 Intrcducing Cisco Voice and Unifed Communications Adminislralion (ICOMM) vS.O ©2010 Cisco Systems, Inc

IP Phone Configuration Requirements in CiscoUnified Communications Manager

This topic describes the IP phone configuration requirements for Cisco UnifiedCommunications Manager.

IP Phone Configuration Requirements

Phone NTP Reference

Date and Time Group

Device Pool

- Cisco Unified CM Group

- Regions

- Locations

Security Profile

Softkey Templates

• Phone Button Templates

• SIP Profile (SIP Phones Only)

• Common Phone Profile

Cisco Unified

Communications

Manager

New York San Jose

Cisco Unified Communicalions Manager hasthefollowing requirements for configuring IPphones:

• Phone NTP Reference

• Date and Time Group

• Device Pool

• Cisco Unified CM Group

• Regions

• Locations

• Security Profile

• Sollkey Templates

• Phone Button Templates

• SIP Profile (SIP Phones Only)

• Common Phone Profile

>2010 Cisco Systems, Inc. Endpoint and End User Administration 4-25

Cisco Unified Communications Manager GroupFhis subtopic describes the Cisco Unified Communications Manager Group.

Cisco Unified CommunicationsManager Group

ACisco Unified CM Groupspecifiesa prioritized listofCisco UnifiedCommunications Managers.

Up to threeserversina list plus a Survivaole Remote SiteTelephonyrouter

Thefirst Cisco Unified Communications Manager serverinthe listis theprimary server for IP phone registration.

Additional members ofthegroup serveas secondary andtertiary backupCisco Unified Communications Managers

Cisco Unified Communications Manager Groups mayoverlap

New York San Jose

SSgr^/ Cisco Unified r.MGroup;. Ovoiiap

"Fhe Cisco Unified Communications Manager Group (alsoknown as theCisco Unified CMGroup) isan ordered list ofCisco Iinified Communicalions Manager servers for IPphoneregistration. 1he purpose ofthe Cisco Unified CM Group is toprovide redundancy andscalability. 1oad balancing of IP phones across different Cisco Unified CommunicationsManager servers can be configured using multiple Cisco Unified CM Groups. TheCiscoUnified CM Group contains the following:

• Upto threeCisco Unified Communications Managerservers in a list

• The list can also contain anadditional Survivable Remote Site Telephony router

TheCisco (inified CM (iroup is assigned to devices such as IPphones or gateways. The firstCisco Uniiied Communicalions Manager server in ihe list is the primary server for IP phoneregistration. Additional members ofthe group serve assecondary and tertiary backup CiscoUnified Communications Managers. Cisco Unified Communications Manager Groups mayoverlap. For example:

• IP phones in New York mav beassigned the NY_Gronp Cisco Unified CM (iroup. whichconlains NY^CMserverl and NY_CMser\er2.

• IPphones in San Josemay be assigned the S.I_Group Cisco Unified CM Group, whichconlains SJ_CMserverl and SJ_CMserver2.

• IP phones in I os Angeles mav beassigned the LA_Group Cisco Unified CM (iroup. whichcontains NY CMser\er2 and SJ CMserver2.

4-26 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems. Inc

Device Defaults and ProfilesIP phone configuration in Cisco Unified Communications Manager is simplified by usingdevice defautaand profiles. When adding many devices with similar propert.cs. theadministrator can define common parameters in the device defaults and profiles, thereby savingon the replication of tasks.

Device Defaults and Profiles

The table shows a comparison of the contentof thedevice defaults and profiles.

Component

Device Sellings

Device Defaults

Common Phone Profiles

Phone Security Profile

Defaultsettings, profiles, templates, andcommon device configurations.

Default characteri sties of each type of device thatregisters with Cisco Unified CommunicationsManager.

Phoneconfiguration parametersassigned to IPphones.

Security-related settingssuch as device securitymode, CAPF settings, digest authenticationsettings (forSIP phones only),and encryptedconfiguration file settings.Must be applied to each phone.

Device Settings contain default settings, profiles, templates, and common device configurationsthatcanbe assigned to thedevice or device pool.

Use dev ice defaults toset the default characteristics ofeach type ofdevice that registers with aCisco Unified Communications Manager. "Fhe device defaults for a device type apply toallautoregistered devices ofthat type within aCisco Unified Communications Manager cluster.When adevice autoregisters with a Cisco Unified Communications Manager server, itwillinherit the device default settings for its device type. The following device defaults can be setfor each device type to whichthey apply:

• Device load: Fists the firmware load that isused with a particular type ofhardware device

• Device pool: Allows the administrator to choose the device pool that is associated witheach type of device

• Phone button template: Indicates the phone button template that is used by each type ofdevice

Common phone profiles include phone configuration parameters such as the phone password(for supported IP phones). Do Not Disturb (DND). and personalization settings including end-user access to background images. After acommon phone profile has been configured, use thePhone Configuration window to associate an SCCP or SIP phone with the phone profile.Administrators can choose to use the default Standard Common Phone Profile, which iscreatedwhen Cisco Unified Communications Manager is installed, ifno specific settings arerequired.

© 2010 Cisco Systems. Inc.Endpoint and End User Administration 4-27

Ihe Phone Security Profile includes security-related settings such as the device security modeCertificate Authority Proxy Function (CAPF) settings, digest authentication settings (for SIPphones onlv). 9„d enciypted configuration file settings. Asecurity profile must be applied to allphones that are configured in Cisco Iinified Communications Manager Administration.Administrators can make use of existing default security profiles, for which security is disabled

4-28 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc

Device PoolsDevice pools define sets of common characteristics for devices. The device pool structuresupports the separation of user and location information. The device pool contains only device-and location-related information.

Device Pools

• a device pool is assigned to a device.• Device pools define setsofcommon characteristics for devices.

Date and time Group, Cisco Unified CM Group, regions, and locations. The device pool structure supports the separation ofuser and location

information.

Contains only device- andlocation-related information

WAN:;

London

Device

Pool

\ i—^•» ,i _j»

New York Device Pool Paris Device Pool

To create anew device pool, mandatory components must be created, or default settings areused where applicable. Device pool settings include Ihc following:

• Cisco Unified Communications Manager Group

• Date/time group

• Region

• SRST reference

The device pool combines all of the individual configuration settings that have been createdinto asingle entity. This element can then be assigned to individual devices, such as IP phones.This process will'configure these devices with most ofthe configuration elements that theyneed to operate efficiently in the IP telephony network. For example:• All IP phones in New York may have the device pool NY_device_pool assigned to them.• All IP phones in Paris may have the device pool Paris_dcvicej>ool assigned to them.• All IP phones in London may have the device pool London_device_pool assigned to them.

) 2010 Cisco Systems, IncEndpoint and EndUserAdministration 4-29

Templates

Cisco Unified Communications Manager supports the use of templates for IP phoneconfiguration.

Templates

Phone oiiu;:i templatesspecify how the buttons ofan IP phone are used

Options include lines,speed dials andintercom, etc.

Each IP phone has onephone button templateassigned to it

Softkey templates allowthe administrator toconfigure the IP phonesoftkey layout.

- Redial, Call Pickup,Call Forward, etc,

•+~BiiHon;..

Softkeys

Fach IP phone has one phone button template assigned to it. The phone button templatespecifies how the buttons ofan IP phone arc used; for example, extension lines, speed dials, orintercom.

Creating and using templates prov ides a fast way toassign acommon butloti configuration to alarge number of IP phones. Cisco Unified Communicalions Manager includes several defaultphone button templates. When adding phones, one ofthese templates can be assigned to the IPphones, or a new template can becreated if necessary.

Make sure thai all IP phones have at least one line assigned. Normally, button one has this lineassigned to it. Add additional lines lothe IP phones, depending onthe IP phone model,

IP phones have several features, such as speed dial and call forward, which are assigned lotheremaining buttons.

Before adding anv IP phones to the system, create phone button templates with all oftherequired combinations of phone buttons for all IPphone models thatarcused.

Softkey templates allow the administrator to configure the IP phone softkey layout: forexample, redial. Call Pickup. Call Forward, and so on.

Softkey template configuration allows the administrator tomanage ihe solikeys on Cisco IPphones. Cisco Unified Communications Manager supports two types ofsoflkey templates:standard and nonstandard softkey templates.

Applications lhat support softkev s can have one ormore standard softkey templates lhat areassociated with them: for example. Cisco Unified Communications Manager has iheStandardFeature and the Standard Usersoftkey templates that are associated with il.

4-30 Introducing Cisco Voice and Unified Communications Administration (ICOMM| v80 ©2010 Cisco Systems, Inc

IP Phone ConfigurationThe Cisco Unified Communications Manager configuration ofTP phones consists of device andline parameters.

IP Phone Configuration

• IP phones areconfigured with device and line parameters.• Device configuration includes:

- Calling search space, automatic alternate routing group,button and softkey templates, phone type, and protocol(SCCP or SIP)

• Lineconfiguration includes:- Directory number, partition, calling search space, alerting

name, busy trigger, maximum number ofcalls, externalphone number mask, and associated devices

Lire 1. Direcloiy NumBer 1001 (Fred}Line 2. Directory Number 4002 (Office)

IP Phone A IP Phone B

Device configuration includes the following:

Calling search space

Automated alternate routing (AAR) group

Button and softkey templates

Phone type

Signaling protocol (SCCPor SIP)

Lineconfiguration includes the following:

Directory number

Partition

Calling search space

Alerting name

Busy trigger

Maximum number of calls

F.xtcrnal phone number mask

Associated devices

) 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-31

IP Phone Configuration Requirements in CiscoUnified Communications Manager Express

This topic describes the requirements for IP phone configuration in Cisco UniiiedCommunications Manager F.xpress.

Adding IP Phones

* Cisco Unified Communications Manager Express identifieseach IP phone by the unique MAC address.

IP phone type is also defined

• Configuration is downloaded to(he IP phone at registrationDirectory number, speed dials, etc.

• Additional configuration may be applied to theIPphone.

Cisco Unifed

CommunicationsManager Express

MAC Address

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When an IP phone is connected to the Cisco Unified Communications Manager F.xpresssystem, the registration process is the same as itisin Cisco Unified Communications Manager:• "I'hc IP phone automatically queries for a DHCP server. The DHCP server responds by

assigning an IP address to the IP phone and providing the IP address oftheTFTP serverthrough DHCPoption 150.

• The IP phone loads the Sl-P<w«f>.cnf.\ml (or XMLDefault.cnf.xml) file from theTFTPserver.

• The IP phone registers wilh the Cisco Unified Communications Manager F.xpress server.

Cisco Unified Communications Manager Fxpress identifies each IP phone by the unique MACaddress. The IP phone type isalso defined. The telephony configuration isdownloaded to theIP phone at registration including the follow ingparameters:

• Director, number

• Line label

• Speed dials, and so on

Additional configuration mav beapplied to the IP phone at registration lime.

4-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v80 i 2010 Cisco Systems. Inc.

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Software Configuration ElementsFhe table shows the software configuration elements for IP phones in Cisco UnifiedCommunications Manager Express.

Software Configuration Elements

Each physical phone ina Cisco Unified Communications ManagerExpress system must beconfigured as an ephone orvoice-register.

Component

IP phone

Directory Number

Global configurationparameters such as IPaddress for signaling

Operating modes

ephone

ephone-dn

telop hony-servica

Cisco Unified

Communications

Manager Express

Cisco Unified SurvivableRemote Site Telephony(SRST)

voice register poo'

voice register dn

voice register global

Cisco Unified

Communications

Manager Express

Cisco Unified SIP

Survivable Remote SiteTelephony (SRST)

Each ph\ sical phone in aCisco Unified Communications Manager Express system must beconfigured as an ephone or voice register as follows:

• SCCP IPphones aredefined using ephone configuration.

• SIP IP phones are defined using voice register configuration.

The phvsical IP phone can be assigned a directory number for each line as follows:

• Ephone-dn configuration forSCCP IPphones

• Voiceregister-dn configuration for SIP IP phones

Global configuration parameters, such as the IP address that isused for signaling, are definedusing telephony-service (SCCP) orvoice register global (SIP) configuration.

CiscoUnified Communicalions Manager Express supports SCCP andSIPIP phones in twooperating modes as follows:

• Cisco Unified Communications Manager Express

• Cisco Unified Survivable Remote Site Telephony (SRST)

) 2010 Cisco Systems, Inc. Endpoint and End User Administration 4-33

SummaryFhis topic summarizes the key points that were discussed in this lesson.

Summary

• Registration of IP phones in a Cisco Unified CommunicationsManager and Cisco Unified Communications ManagerExpress environment relies on DHCP and TFTP services.

• Cisco Unified Communications Manager IP phoneconfiguration requirements include Cisco UnifiedCommunications Manager groups, device pools, softkeytemplates, and security profiles.

Cisco Unified Communications Managerand Cisco UnifiedCommunications ManagerExpress supportSCCP phonesusing ephone and ephone-dn configuration. SIP phones areconfigured usingvoice-register pools and voice-register dns.

Ihis lesson covered endpoint and end-useradministration in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express.

References

For additional infomiation. refer to these resources:

• Cisco Unified Communications Manager Administration Guide, Release X.O(I):http://\\w\\.cisco.com/en/l'S';docs/voice__ip__comm/cucm/admin/8_() 1/eemefg/bccm-80l-cm.html.

• Cisco Unified Communications Svstem 8.x SRND on Cisco.com:littps:/:'ww\\.cisc<>.eom/en/US/'docs.'\oice ip_comin/cucm/snid/8x/uc8x.hlml

• Troubleshooting Guide for Cisco Unified Communications Manager. Release 8.0(1):hltp://wuw.cisco,com/eii'US/docs/voiee ip eomm/cucm/trouble/8 () l/trbl80l.html.

4-34 Inlroducing CiscoVoice and Unified Communications Administration (ICOMM) v8.0 '2010 Cisco Systems. Inc.

Lesson 2

Understanding EndpointImplementation Options

OverviewIn aCisco Unified Communications Manager orCisco Unified Communications ManagerExpress environment. IP phones are often called endpoints. This module describes how toimplement endpoints in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express.

ObjectivesUpon completing this lesson, you will be able to describe how to implement endpoints in CiscoUnified Communications Manager and Cisco Unified Communications Manager Express. Thisability includes being able tomeet these objectives:• Describe the characteristics, differences, and process ofthe different IPphone

implementation tools in Cisco Unified Communications Manager

• Describe the characteristics, differences, and process oftheIP phone implementation toolsin Cisco Unified Communications Manager Express

Implementing IP Phones in Cisco UnifiedCommunications Manager

This topic describes the basic configuration elements that are common to endpoints in CiscrUnified Communicalions Manager.

Endpoint Basic Configuration Elements

1 Date/Time GroupPresence Group

Device Pool

Cisco Unified CM GroupRegions

Locations

Security Profile

Softkey TemplatesPhone Button Templates

Common Phone Profile

SIP Phones

• SIP Profile (SIP Phones Only)Phone NTP Reference (SIP)

sen Unified CM Administrate

The endpoint configuration elements thai are shown in the figure are described over ihe nextfew pages. This list isnot an all-inclusive list but mainly identifies the basic elements. Someconfiguration elements can be assigned to the endpoint and some elements are assignedindirectly through a devicepool.

Examples ofelements lhat are assigned through ihe device pool are the following:

• Cisco Unified Communications Manager (iroup (known as the Cisco Unified CM Group)• Regions

• DateAfime Group

Configuration elements can be optional ormandatory. Some mandatory elements have delimitsthat are predefined and administrators can make use of these defaults in basic scenarios. TheSecurity Profile isanexample of a mandatory element.

Asecurity profile must be applied toall phones that are configured in Cisco UnifiedCommunications Manager Administration. The administrator can make use ofexisting securityprofiles, which have securitv disabled.

4-36 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.

Phone NTP ReferenceThis subtopic describes the phone Network Time Protocol (NTP) reference.

Phone NTP Reference

Configure a phone NTPreference to ensure thatSIP phones get date andtime synchronization fromthe NTP server.

Phone NTP references

will be selected in the

date/time group.

If none ofthe NTP servers

respond, the SIP phoneuses the date header inthe 200 OK response.

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Phone NTP references can beconfigured inCisco Unified Communications ManagerAdministration toensure that a Session Initiation Protocol (SIP) phone gets its date and timefrom an NTP server. Ifno NTP server isreachable, the SIP phone uses the date header inthe200 OK response to the register message for the date and time. Skinny Client Control Protocol(SCCP) phones obtain time information within SCCP messages.

After the phone NTP reference has been added to Cisco Unified Communications ManagerAdministration, itmust beadded toa date/time group. Priorities ofthephone NTP referencescan be configured in the date/time group.

fhe date/time group configuration is referenced from adevice pool, and the device pool isassigned to a device at the Device Configuration page.

Phone NTP reference information fields are as follows:

• IP Address: Enter theIPaddress ofthe NTP server thattheSIP phone should use to getitsdate and time.

• Description: Enter adescription for the phone NTP reference. Cisco UnifiedCommunications Manager Administration automatically propagates the information in theIPAddress field to the Description field, but il canbeedited.

>2010 Cisco Systems, Inc. Endpoint and End User Administration

Mode: From the drop-down list box. choose the mode for the phone NTP reference. Thevalues available areihefollowing:

— Directed Broadcast: Directed Broadcast is the default NTP mode. In this mode, thephone accesses dale/time information from any NTP server but gives the listed NTPsen ers (1st - primarv. 2nd - secondary) priority. For example, ifthe phoneconfiguration contains NIPservers where A= primary NTP server and B=secondary/backup NTP server, the phone uses the broadcast packets (derives thedate/time) from NTP server A. IfNTP server Ais not broadcasting, the phoneaccesses date/time information from NTP server B. If neither NTP server isbroadcasting, the phone accesses date/lime infomiation from any other NTP server.Ifno other NTP server is broadcasting, the phone will derive the date/time from theCisco Unified Communications Manager 200 OK response lo the register message.

- I nicast: In this mode, the phone will send an NTP query packet lo lhat particularNTP serv er, Ifthe phone does not receive a response, Ihe phone will accessdate/time information from anv other NTP server.

— Multicast: Ihis mode works in a similar way lo broadcast, except the NTPmessages from ihe sen erare not sent to all destinations (broadcast), but lo agroupofdestinations (multicast). This mode requires multicast routing configuration in theIP network.

— Anycast: This mode alsorequires multicast routing configuration in the IPnetwork,fhis mode works in asimilar way to unicast. Instead ofsending the NTP querypacket to a particular NTP server as a unicast. the phone will send to a multicastdestination. There is usually a primary server listening for the NTP traffic. Asecondarv serv erwill automatically receive the traffic vvhen the primarv server fails.The primary and secondary servers can be reachable anywhere in the multicastnetwork.

Note Cisco Unified Communications Manager cannot be configured asphone NTP references

4-38 Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc

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Date/Time Group ConfigurationThis subtopic describes the DateATime Group configuration.

Date/Time Group Configuration

- Date/Time Groups define time zonesfor connected devices.*Optionally select a phone NTP reference for this time zone.• The Date/Time Group is assignedto a devicepool, andthe

device pool is assigned to a device.

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Use Date/Time Groups to define time zones for the various devices thai are connected to CiscoUnified Communications Manager. Each device exists as amember ofonly one device pool.The dev ice pool has only one assigned Date/Time Group.

When Cisco Unified Communications Manager is installed, a default Date/Time Group isautomatically configured that is called CMLocal. CMLocal synchronizes to the active date andtime ofthe operating system on the server where Cisco Unified Communications Manager isinstalled. After installing Cisco Unified Communications Manager, the settings for CMLocalcan be changed.

Note CMLocal resets totheoperating system dateandtime whenever theCisco UnifiedCommunications Manager is restarted orwhen theCisco Unified Communications Managersoftware is upgraded to a new release. Do not change the name of CMLocal. ^

The Dale/Time Groupfield descriptions are as follows:

• Croup Name: Enter the name thai isassigned tothe new date/time group.• Time Zone: Select the time zone for the date/time group that isbeing added by choosing it

from the drop-down list box.

• Separator: Choose the separator character lo use between the date fields.• Date Format: Choose thedateformal forthedate thatdisplays on the IPphones.

• Time Format: Choose a 12-hour or 24-hour lime format

) 2010 Cisco Systems. Inc. Endpoint and End User Adminislralion 4-39

Selected Phone NTP References: Ordered by the highest priority. To ensure that aSIPphone gets its date and time configuration from an NTP server, add the phone NTPreference(s) lo the date/time group. To add aphone NTP reference to Ihe date/time groupperform the following tasks:

Click the Add Phone NTP References button. Find the phone NT Preference(s) thatneed lobe added. Onlv phone NTP references that exist inthe Cisco UnifiedCommunications Manager database are displayed.

After the search results display, check the check boxes for Ihe phone NTP referencesor click Select AM.

— Click Add Selected.

4-40 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems. Inc.

Cisco Unified Communications Manager GroupThis subtopic describes the Cisco Unified Communications Manager Group.

Cisco Unified CommunicationsManager Group

• The Cisco Unified Communications ManagerGroupspecifiesa prioritized list ofCisco Unified Communications Managerservers.

• The first CiscoUnified Communications Managerinthe lististhe primary server.

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A Cisco Unified Communications Manager Group specifies a prioritized listof upto threeCisco Unified Communications Managers. The first Cisco Unified Communications Managerin the list serves as the primary Cisco Unified Communications Manager for that group, and theother members ofthegroup serve assecondary and tertiary (backup) Cisco UnifiedCommunications Manager servers.

Each dev ice pool has one Cisco Unified Communicalions Manager Group that is assigned to it.When a device registers, ilattempts toconnect lothe primary (first) Cisco UnifiedCommunications Manager in the group that isassigned to its device pool. Ifthe primary CiscoUnified Communications Manager isnot available, the device tries toconnect tothe next CiscoUnified Communications Managerthat is listed in the group, and so on.

Cisco Unified Communications Manager Groups provide the following important features forthe Cisco Unified Communicalions System:

• Redundancy: This feature allows the administrator todesignate primary and backup CiscoUnified Communications Manager servers for each group.

• Call processing load balancing: 'Fhis feature allows the administrator todistribute thecontrol of devicesacrossmultiple Cisco Unified Communications Managerservers.

For most systems, there is a need for multiple groups. Asingle Cisco Unified CommunicationsManager can be assigned to multiple groups to achieve better load distribution and redundancy.

) 2010 Cisco Systems. Inc. Endpointand End User Administration 4-41

Regions ConfigurationThis subtopic describes the Regions configuration.

Regions Configuration

Specify the bandwidth (bit rate) that is used foran audio orvideo call within a region and between regions bycodectype.The audio codec determinesthe type of compression and themaximum amount of bandwidth that is used per audio call.

:>

Regions are used to specif) the maximum bandwidth lhat is used peraudio or video call withina region and between regions.

Theconfigured audio codec determines the type of compression andhence the maximumamount of bandwidth that is used per audio call.

"Fhe video call bandwidth is the sum ofthe audio and video bandwidth ofthe video call.

Note The default audiocodec forallcallsthrough CiscoUnified Communications Manager isG722 G.711 is used for devices thatdo not support G.722. If thereis no plan lo use anyother audio codec, itis nol required to change the region configuration.

Complete these steps to configure a region:

Step1 Choose System >Region. Ihe default region that wascreated during theCiscoI.'nified Communications Managerinstallation appears.

Step 2 Click Add New button to configure the regions.

Step 3 Give the new region a unique name. Click Save.

Step4 (Optional) Choosethe codecand video bandwidth as appropriate between theregions. Thedefault mtraregion codec is0.7 i l/G.722. Thedefault intcrregion codecis G.729. The defaults are controlled by serviceparameters.

4-42 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

Locations ConfigurationFhis subtopic describes the Locations configuration.

Locations Configuration

• Add locations to implement call admission control ina centralizedcall-processing deployment,

• Regulate audio quality and video availability by limiting theamountof bandwidth that is available foraudio and video calls.

Use locations to implement Call Admission Control (CAC) in a centralized call-processingsystem. CAC enables the administrator to regulate audio quality and video availability bylimiting the amount ofbandwidth that is available for audio and video calls thai go in or out ofa location.

Each location is assigned a name. The location name will be assigned todevices such as IPphones. It is helpful ifthe names follow some meaningful structure such as "Branch 1" or"Central Site."

In a central i/edcall-processing system, a single Cisco Unified Communications Managercluster provides call processing for all locations on the IP telephony network. The CiscoUniiied Communications Manager cluster usually resides at the main (orcentral) location,along with other devices such as phones and gateways. The remote locations contain additionaldevices, but no Cisco UnifiedCommunications Manager. IP WAN links connect the remotelocations to the main location.

Note IfCAC is notused to limit the audioand video bandwidth on IPWAN links, an unlimitednumber of calls can be active on that link at the same time.This situationcan cause thequality ofall audio andvideo calls todegrade as thelink becomes oversubscribed.

)2010 Cisco Systems, Inc Endpoint and End User Administration

Device Pools ConfigurationThis subtopic describes the Device Pool configuration.

Device Pools Configuration

• Device pools definesets of common characteristics fordevices.• Configuration includes Cisco Unified Communications Manager

Group for IP phone registration, location, region, anddate/timegroup.

Device pools define sets ofcommon characteristics for devices. The device pool structuresupports the separation ofuser and location infomiation. The device pool contains only device-and location-related information. The Common Device Configuration window records all theuser-oriented information, such as the type of softkey template that is used and localeinformation.

Fnsure thateach dev ice is associated with a device pool andwith a common deviceconfiguration for user-oriented infomiation.

To create a new dev icepool, these minimal mandatory components mustbe created, or defaultsettings will be used where applicable: Cisco Unified Communications Manager Group,Date/Time Group. Region. Softkey Template, and fhe Survival Remote Site Telephony (SRST)reference.

The device pool combines all ofthe individual configuration sellings thai have been createdinto a single enlilv. This element can then be assign lo individual devices, such as IP phones.This process will configure these devices with most ofthe configuration elements that theyneed to operate efficient!} in the IP telephony network.

Complete these steps to createthe dev ice pool:

Step 1 Choose Svslcm > Device Pool. The Find and Fist Device Pools window opens.

Click the Add New button to open the Device Pool Configuration window.Step 2

Step 3 Choose, ai a minimum, theCisco Unified Communications Manager (iroup.Date/Time Group. Region, and a Softkey Template.

4-44 Introducing CiscoVoice and Unified Communications Administration (ICOMM) v80 ©2010Cisco Systems, Inc.

Device Settings ConfigurationThis subtopic describes the Device Settings configuration.

Device Settings Configuration

Ciico umfied CM Administrationfir Oici Untied CommwltBllO'll *otiH*OM

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Device settings containcommon configurationoptions for IP phones.

Default settings anddevice profiles can becreated for each device

type.

Templates and commondevice configurations canbe defined.

Assigned to a device ordevice pool

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Device Settings contain default settings, profiles, templates, and common device configurationsthat can be assigned toadevice ordevice pool. Some ofthe elements in Device Settings will bedescribed over the next few pages.

>2010 Cisco Systems, Inc. Endpoint and End User Administration 4-45

Device Defaults ConfigurationThis subtopic describes the Device Defaults configuration.

Device Defaults Configuration

• Usedevice defaults toset thedefault characteristics ofeachtype ofdevice that registers with Cisco Unified Communications Manager.

• Define the default firmware, device pool, and phone button templatefor each device type.

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Use dev ice defaults toset the default characteristics of each type ofdevice lhat registers with aCisco Unified Communications Manager. The device defaults for a device type apply loallautoregistered dev ices of that l_v pewithin a Cisco Unified Communications Manager cluster.

Flic following dev icedefaults canbe set foreachdevice type to which they apply:

• Device Load: Fists the firmware load that is used with a particular type of hardwaredevice.

• Device pool: Allows the adminislrator lo choosethe devicepoolthai is associated witheach t}pe of dev ice.

• Phone button template: Indicates the phone button template that is used byeachtype ofdevice.

A dev ice inherits the dev ice default settings toritsdevice type when it autoregisters with CiscoUnified Communications Manager.

Complete these steps to update the device defaults:

Step 1 In Cisco Unified Communicalions Manager Administration, chooseDevice>Dev iee Settings > Device Defaults to open the Device Defaults Configurationwindow.

Step2 In Ihe Dev ice Defaults Configuration window, modify theappropriate settings forthe deviee that need lo be changed.

Step 3 (Tick Save lo save the changes in the Cisco Unified Communications Managerconfiguration database.

4-46 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8,0 '2010 Cisco Systems, Inc.

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Phone Button Template ConfigurationThis subtopic describes the Phone Button Template configuration.

Phone Button Template Configuration

Specify how thephone buttons ofanIPphone should beused.Phone Button Template options include lines, speeddials, andfunctionssucn as callback, call pickup, elc.

Eacti IPphonehas one phonebullon template assigned.

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Creating and using templates provides a fast way to assign acommon button configuration lomany IP phones.

Cisco Unified Communicalions Manager includes several default phone button templates.When adding phones, one ofthese templates can be assigned tothe phones ora new templatecan be created if necessary.

Make sure that all phones have atleast one line assigned. Normally, the line isassigned tobutton 1. Additional lines canbe assigned to a phone, depending on the IPphone model.Phones generally also have several features, such as speed dial and call forward, which areassigned to the remaining buttons.

Before adding any IP phones tothe Cisco Unity Connection system, create phone buttontemplates with all ofthe required combinations ofphone button templates for all used IP phonemodels.

© 2010 Cisco Systems, Inc. Endpoint and End User Administration

Softkey Template ConfigurationThis subtopic describes the Softkey Template configuration.

4-48

Softkey Template Configuration

• Configure softkey layouts, which are assigned to IP phones.- Select Configure Softkey Layout from the Softkey Template

Configuration menu, and click Go, Selectthe required softkeys percall state.

Hi

Softkey template configuration allows theadministrator to manage softkeys on Cisco IPphones, Cisco Linified Communications Manager supports the following two types of softkeytemplates:

• Standard sofikev templates

• Custom sofikev templates

Applications thatsupport sofikev s can have one or more standard softkey templates thatareassociated with them; forexample. Cisco Unified Communications Manager has the StandardFeature and the Standard User soltkev templates thai areassociated with it. Standard softkeytemplates cannot be modified or deleted.

To create a new softkey template, copv one ofthe templates,edit it. and save it with a newname or create a new sofikev template. Follow these steps:

Step1 Choose Dev ice> Device Settings>Softkey Templates to access the SoftkeyTemplate Configuration windowin Cisco Unified Communications ManagerAdministration.

Step 2 Click Add New.

Step 3 Select a sofikev template in the drop-down list box and clickCopy to createa newtemplate.

Step 4 Finer a unique name to identify the softke} template.

Step 5 Filler a description.

Step6 You can designate this softkeytemplate as the standard softkey template bychecking the Default Softkey Template check box. Fhis(default) template cannotbe deleted until the default designation is removed.

Introducing Cisco Voice and Unifed Communications Administration (ICOMM] v8.0 ©2010 Cisco Systems, Inc

Step 7 Click Save.

Step 8 To configure the positions ofthe softkeys on the Cisco Unified IP phone display.choose Configure Softkey Layout from Ihe Related Links drop-down list box: then.click Go. The Softkey Layout Configuration window displays.

Step 9 To configure the softkey positions for acall state, choose ihe call state from theSelect a call stateto configure drop-down listbox. Fhe Softkey LayoutConfiguration window redisplays, and the Unselected Softkeys pane and SelectedSoftkeys pane display softkeys lhat are applicable to the call state that you chose.

Step 10 Use the right and left arrows to move softkeys from one list to the olher between theUnselected Softkeys andSelected Softkeys panes.

Step 11 To rearrange the softkey positions in the Selected Softkeys, use the up and downarrows.

Step 12 Click Save.

Step 13 Click Apply Config for updates to the softkey template to take effect on the IPphones.

i2010 Cisco Systems. Inc Endpoint and End User Administration

Common Phone Profile ConfigurationThis subtopic describes the Common Phone Profile configuration.

Common Phone Profile Configuration

• Common phone profiles include phone configuration parameterssuch as Do Not Disturb (DND) and are assigned to IPphones.

• Device-specific configuration options include camera, USB port,and PC port enable.

Common phone profiles include phone configuration parameters such asthe phone password(for supported IP phones). Do Not Disturb (DND). and personalization settings including end-user access to background images.

After a common phone profile has been configured, use the Phone Configuration window toassociate a phone with ihe profile.

Administrators can decide to use the default Standard Common Phone Profile, which is createdwhen Cisco Unified Communications Manager is installed, ifno specific sellings are required.

4-50 IntroducingCisco Voice and Unifed CommunicationsAdministration (ICOMM) vB.O ©2010 Cisco Systems, Inc.

Configuration Methods and ToolsThis subtopic compares the configuration methods for implementing IP phones.

Configuration Methods and Tools

• Cisco Unified Communications Manager supports severalmethods for implementing IP phones.

^H »l«*.wH W AH/*r.n IP PhnriM Advantages Disadvantages mmm

Autoregistration

• Devices

automaticaSyadded

« Default Settings,random DN

» Modifications needed

Cisco Unffied CommunicationsManager BUkAdministrationTool (BAT)

Cisco Unified Communicalions

Manager Auto-Register PhoneToo!

• Bulk add

• Very scalable

• MAC addresses not

required

• MAC addresses

required in BATfiles

• CSscoCRSrequired

• Complex configuration

Manual Configuration

* Simple » MAC addresses

required

• Time-consuming

Cisco Unified Communications Managersupportsseveralmethodsfor implementing IPphones.

The autoregistration feature provides a quick and simple process for adding new IP phones andassigning extension numbers from a pool.

Cisco Unified Communications Manager Bulk Administration Tool (BAT) provides amechanism foradding large numbers of IP phones. In addition to adding newIPphones, CiscoUnified Communications Manager BAT supports modifying or deleting existingconfigurations.

The Cisco Unified Communications Manager Auto-Register Phone 'fool requires morecomplexconfiguration, but scales to very large IP phonedeployments.

Manual configuration is the mostbasicmethod, andrequires the administrator to entereachIPphone by hand.

>2010 Cisco Systems. Inc Endpoint and End User Administration 4-51

Autoregistration

Ihis subtopic describes the Cisco Unified Communications Manager autoregistration featureforassigning extension numbers to new IPphones.

Autoregistration

• Supported by all Cisco IP phones.

* Existing endpoints are not affected.

• Automatically adds IP phones not found in database

Based on MAC addresses

* An autoregistration directory number range is configured.

Each IP phone added by autoregistration is assigned withthe next available directory number of the configuredrange.

• Cisco Unified Communications Manager BAT can be used tomake bulk changes after autoregistration.

* The Cisco Unified CommunicationsManager Auto-RegisterPhone Tool can be used to associate phones with specificdirectory numbers after autoregistration.

Autoregistration allowsCisco Unified Communications Manager to issueextension numbers tonew IP phones. This process is like the way in which the DHCPserver issues IP addresses.

When autoregistration isconfigured and enabled, a new IP phone boots and attempts to registerwith Cisco Unified Communications Manager for ihe first time, and then Cisco UnifiedCommunications Manager issues an extension numberfrom a configured range. AfterCiscoUnified Communications Manager issues theextension, it adds the phone to itsconfigurationdatabase with the used device ID (MAC address) and the assigned extension.

After the phone is added, theassigned extension usually must usually be modified because aspecific extension is intended to be usedfor a given phone. Therefore, autoregislralion onlyslightly simplifies registration whenadding many IP phones. The MAC addresses ofthe phonesare automatically added to the Cisco Unified Comniunications Manager configuration database.The extensions per phone must still be modified.

Some phone sellings, such as device pools, need to be globally changed from their defaultvalues. Use Cisco Unified Communicalions Manager BAT after phones have beenautoregistered.

for largedeployments, use the Cisco Unified Communications Manager Auto-Register PhoneTool, which allowsspecific extensions to be assigned lo individual phones basedon user input.

Autoregistration is supported by all IPphones and does not affect phones lhat are alreadyconfigured.

4-52 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) vS.O ©2010 Cisco Systems. Inc

Configuring AutoregistrationThis subtopic describes how to enable autoregistration for automatic addition of new phones tothe Cisco Unified Communicalions Manager configuration database.

Configuring Autoregistration

1 Verify (orchange) theautoregistration phone protocol.2 Ensure that autoregistration is enabled on one Cisco

Unified Communications Manager Group.

3 For each Cisco Unified Communications Manager of theCisco Unified Communications Manager Group, enable ordisable autoregistration. Ifautoregistration is enabled,configure a range ofdirectory numbers to be assigned.

4 Manual reconfiguration or Cisco Unified CommunicationsManagerBAT maybe used to personalize autoregistereddevices.

Following are the four steps that are involved in configuring autoregistration—the fourth step isoptionalalthough commonly required:

Verify that the desired autoregistration default protocol isselected.

Ensure that autoregistration isenabled ononeCisco Unified CommunicationsManager Group.

Selectively configure Cisco Unified Communications Manager servers that aremembers ofthe Cisco Unified Communications Manager group that hasautoregistration enabled tobeused for autoregistration. Ifautoregistration isenabledon a particular server, sel thedirectory number range for thatserver.

Reconfigure the automatically added phones, applying the individually requiredconfiguration settings. This reconfiguration can bedone using Cisco UnifiedCommunications Manager BATfor groupsof phonesthat share some settings, ormanually for each phone.

Stepl

Step 2

Step 3

Step 4

>2010 Cisco Systems. Inc. Endpoint and End User Administration 4-53

Assigning the DefaultAutoregistration ProtocolThis subtopic describes how toassign the default autoregistration protocol.

Assigning the Default Autoreqrstration

• Configure the protocol for IPphone autoregistration.• The default autoregistration phone protocol is SCCP.

- Options: SCCP or SIP

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The default autoregistration phone protocol isanenterprise parameter thai isconfigured underSystem > F.nterprise Parameters.

Thedefaultautoregistration phoneprotocol specifies the protocol that should be usedon CiscoIPphones thaisupport SCCP and SIP. Thedefault autoregistration protocol is SCCP.

Click theSa* e andApply Config buttons for the parameter change lo takeeffect.

4-54 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM> v8 0 ©2010 Cisco Systems. Inc.

Cisco Unified Communications Manager Group ConfigurationThis diagram shows the second step of configuring autoregistration, which is lo enableautoregistration for one Cisco Unified Communications Manager Group.

Cisco Unified CommunicationsManager Group Configuration

* Select Cisco Unified Communications Managers for theCiscoUnified Communications Manager Group.- Primary server is first inthe list

• Check autoregistration for the group.

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Navigate to System >Cisco Unified CM Group and choose the group to be configured. At theCisco Unified Communications Manager group that should provide the autoregistration service,check the Auto-registration Cisco Unified Communications Manager Group checkbox.Autoregistration can be enabled on only one Cisco Unified Communications Manager group.Activating autoregistration on one Cisco Unified Communications Manager groupautomatically disables the checkbox on the group that had autoregistration enabled before (ifapplicable).

Select the required Cisco Unified Communications Manager servers from the available CiscoUnified Communications Managers window and ensure that the primary Cisco UnifiedCommunications Managerserver is first in the list.

>2010 Cisco Systems, Inc.Endpoint and End User Administration 4-55

Cisco Unified Communications Manager Configuratiion

fhis diagram shows how to enable autoregistration on the individual servers ofthe CiseUnified Communications Manager group for which autoregistration has been enabled.

Cisco Unified CommunicationsManager Configuration

• Define theautoregislration directory numberrange• Enableautoregislrationfor theCisco Unified Communications

Manager server.

Cisco Unified CMConfawaiim,

lseo

Complete these steps to enable autoregistration on aspecific Cisco Unified ComniunicationsManager server. I'hc server must be amember of the Cisco Unified Communications Managergrouplhat is configured forautoregistration:

Step 1 from Cisco [inified Comniunications Manager Administration, choose System >Cisco I nified Communications Manager.

Step 2 Click Kind and choose the server that should be configured for autoregistration.Step 3 Under the Auto-Registration Information section, enter the appropriate directory

number range in the Starting Directory Number and landing Directory Number fields(for example, starting directorv number 2000 and ending director}- number 2050).

Step 4 Insure that the Auto-Registration Disabled on this Cisco UnifiedCommunications Manager check box is unchecked.

Steps Click Save.

Note Specifying a valid range of directory numbers in the Starting Directory Number and EndingDirectory Number fields automatically clearstheAuto-Registration Disabled on this CiscoUnified Communications Manager check box.

4-56 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc.

Manual Cisco IP Phone ConfigurationThis subtopic describes how to manually add phones to Cisco Unified CommunicationsManager,

Manual Cisco IP Phone Configuration

• Add the IP phone.

• Configure the IPphone settings.• Add directory numbers to the IPphone.

• Apply the configuration.

Manuallv adding new IP phones to the network is often tedious, but itcan constitute a largepart of dav-to-day voice network management. Provisioning aSIP phone is just likeprovisioning an SCCPphone.

The configuration procedure consists ofthe following high-level steps:

Stepl Add the IP phone.

Step 2 Configure the phone.

Step3 Configure oneor more directory numbers.

Step 4 Applythe configuration to the phone.

>2010 Cisco Systems. Inc. Endpointand End User Administration 4-57

Add the IP Phone

Che figure illustrates an example ofadding an IP phone.

Add the IP Phone

• Navigate to Ihe Device > Phone menu

• Select the Phone Type, forexample, 7965.

• Select Ihe phone protocol

• SIPorSCCP

fop.,:.;r SHctt Ilie rypn of pfHmE you ^v

! type ol Htm.i8 y,,„ •„

In order to manuallv add an IP phone lo Cisco Unified Communicalions Manager, navigate tothe Device >Phone menu. Select the Add a New Phone option and choose the correct phonetvpe and protocol that should be used with the Cisco IP phone: SCCP or SIP.

Click Next to go to ihe Phone Configuration page.

In the example, a Cisco Unified IP Phone 7965 using the SCCP protocol was selected.

4-58 Introducing CiscoVoice and UnifedCommunications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Configure SCCP IP Phone SettingsThis figure shows the Phone Configuration page, where parameters can be configured for the IPphone that is tobe added.

Configure SCCP IP Phone Settings

Required parameters:• MAC Address

• Device Security Profile

• (Device Pool)

• (Phone ButtonTemplate)

• (Common Phone Profile)

• (Location)

• (Built-in Bridge)

• (Privacy)

• (Device Mobility Mode)

( ) = Parameters with defa Jl values

^>

Each phone in the Cisco Unified Communications Manager configuration database is uniquely-identified bv adevice ID. which is built from the MAC address. The MAC address otan IPphone is printed on alabel at the back ofthe phone and can be viewed at the phone itself by-pressing the Settings button, followed by selecting Network Configuration.In addition to the MAC address, the following parameters mustbeset:

• MAC Address

• Device Pool

• Phone Button Template

• Device Security Profile

Note Not all mandatory parameters have tobeconfigured because some ofthem have defaultvalues Only those in the list that do not have defaults must beconfigured before the phonecan actually beadded tothe configuration database. In Cisco Unified CommunicationsManager, required parameters aremarked with anasterisk (*) __

i 2010 Cisco Systems, Inc. Endpoint and End UserAdministration 4-59

Directory Number ConfigurationThe figure shows the configuration of the directory number lo be used by ihe newly added IPphone.

Directory Number Configuration

Required parameters:• Directory Number

• Presence Group

" Auto Answer

• VisualMessage WaitingIndicator Policy

• Ring Setting (Phone Idle)

• Maximum Number of Calls

• Busy Trigger

) = Parameler^ wrtti oefaiil values

Dtaaonr number confiowirtion

Follow this procedure to configure adirectory number lor the manually added IP phonestepi

Step 2

Atthe Phone Configuration window in the Associated Information column onihcleft, click Line [\| - Add anew DN to configure the first line with adirectorynumber.

When the Director.- Number Configuration window appears, enter the directorynumber ofthe IPphone in theappropriate field.

Step 3 Click Save.

Additional, optional parameters can be specified in the Directory Number Configurationwindow:

Route Partition

Alerting Name

Calling Search Space

Call forwarding options (forexample, forward to voice mail)

External Phone Number Mask

Note Use the same procedure toconfigure additional lines if the phone hasmore than oneline.

4-60 Introduang Cisco Voice andUnified Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc

Apply the ConfigurationThe figure shows how to apply configuration changes to IP phones.

Apply the Configuration

• Click Apply Config toactivate thechanges.• Also required when theconfiguration is modified.

t>k«I(iry Wumber ConrmOTatH

d>

Afier making changes to IP phones in the Cisco Unified Communications Manager database, itis nccessaty to apply the changes. Click Apply Config to apply the changes.The IP phone may restart to apply the configuration changes.

NoteIf a call isin progress, the IP phone will not bereset until the end of the call.

>2010 Cisco Systems. Inc.Endpoint and EndUserAdministration 4-61

Cisco Unified Communications Manager BATThis subtopic describes the Cisco Unified Communicalions Manager BAT.

Cisco Unified CommunicationsManager BAT

• Cisco Unified Communicalions Manager BAT performs bulktransactions to the Cisco Unified Communications Manaqerdatabase.

• Fast efficient method to add, update, or delete a largenumber ofsimilar phones, users, or ports at thesametime.

• Export data (phones, users, gateways, and so on}Exported files can be modified and reimported.

• Integrated with the Cisco Unified Communications ManagerAdministration pages and available by default.

• Supports localization.

• Cisco Unified Communications Manager Auto-RegisterPhoneToo! also available from Bulk Administration menu butrequires additional products.

Ciseo Unified Communications Manager BAT allows for fast and efficient bulk update,addition, or deletion ofCisco Unified Communications Manager configuration databaserecords, including the capability toadd phone records.

Ihe Cisco Unified Communications Manager BAT' is integrated with the Cisco UnifiedCommunications Manager Administration pages and available by default.

features include import and export ofdata files lo and from the Cisco Unified CommunicationsManager configuration database as follows:

• Import data, such as phones, users, gateways, and others, are output to files. These filescontain the data fields thai are needed for configuration, such as IP phone parameters.

• Lxported files canbe modified andreimported.

When using Cisco Unified Communicalions Manager BAT to add phones, the administratormust specify the MAC addresses ofthe IP phones along with the respective directorv numbersintheBA'l files.

Note The MAC address isprinted in text and Universal Product Code (UPC) form onboth theshipping box ofthe IPphone and on the IPphone itself, which allows the use ofbarcodescanners rather than manually typing MAC addresses into BATfiles.

Alternatively, the administrator can use autoregistration first, so thai Cisco UnifiedCommunications Manager includes all phones with their MAC addresses and the directorynumbers that were assigned by autoregistration. fhe administrator can then modify ihedirectorv numbers in the exported tiles by replacing the directory numbers thai were assignedby autoregistration with those that are actually desired for the individual phones. These editedfiles can then be used bv Cisco IInified Communications Manager BAT' to update the phonerecords in the database.

Introducing Cisco Voice and Unified Communications Administration (ICOMM] vB.O ©2010 Cisco Systems, Inc.

Cisco (Jnified Communications Manager BAT ComponentsThis subtopic describes the Cisco Unified Communications Manager BAT'components.

Cisco Unified CommunicationsManager BAT Components

Cisco Unified Communications Manager BATadministration consists of these features:- BAT templates are used to define general settings that fit all

ofthe devices that should be added.• Comma-separated values (CSV) files areused todefine

devices and record specific settings thatshould be bulkconfigured.

• Adding, updating, and deleting devices and records is doneautomatically based onqueries and CSV files.

Add Devices

CS.VFita

Cisco Unified

Communications

Manager

Cisco Unified Communications Manager BAT supports the use of templates to define generalsettings that fit all ofthe devices that should be added. Comma-separated values (CSV) tiles areused to define devices and record specific settings that should be bulk configured. The adding,updating, and deleting of devices and records is done automatically based on queries and CSVfiles.

Cisco Uniiied Communications Manager BAT can be used with the following types ofdevicesand records:

• Add. update, and delete Cisco Unified IP phones including computer telephony integration(CTI) ports, and H.323 clients, and migrate phones from SCCP lo SIP.

• Add. update, and delete users and User Device Profiles.• Add. update, and delete Cisco Unified Communications Manager Assistant and Managers

associations.

• Add ordelete Forced Authorization Codes (FAC) and Client Matter Codes (CMC).

• Add or delete Call Pickup Groups.

• Update or export Cisco Unified Presence or Cisco Unified Personal Communicator users.• Populate ordepopulate the region matrix.

• Insert, delete, or export the access list.

• Export or importconfiguration.

i 2010 Cisco Systems, Inc.Endpoint and EndUserAdministration 4-63

BAT.xIt File

Thissubtopicdescribes the BAT.xIt file.

BAT.xlt File

Use the Cisco Unified Communications Manager BulkAdminislralion menu to manage devices and schedule tasks.BAT xlt file download macro file can be used to create CSV files toupload toCisco Unified Communications Manager.

BAT.xIt

trrs,

The Cisco I'nified Communications Manager Bulk Administration menu provides an interfaceto manage devices and schedule tasks.

When creating new records, it is recommended lo use the BAT.xIt spreadsheet thai is providedin Cisco Unified Communications Manager. The BAT.xlt download macro file is used withCisco Iinified Communications Manager BAT'. It can be used to create CSV files to beuploaded to Cisco Unified Communicalions Manager.

'fhe BAT.xlt data is validated automatically when exporting from aspreadsheet to CSV fileformat. This \alidation checks for correct characters, data types, and field length for particularfields onh.

The Cisco Unified Communications Manager Bulk Adminislralion menu provides an option loupload files toCisco Iinified Communications Manager publisher and download files to a localmachine, including the bat.xlt file.

Ihe BAT.xlt spreadsheet assists administrators with the following features:Data file templates with macros for the different devices

Customized file format definition

Support formultiple phonelines

Record error checking

File conversion to CSV format

4-64 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 12010 Cisco Systems, Inc.

Bulk Provisioning ServiceThis subtopic describes the Cisco Unified Communications Manager Bulk ProvisioningService.

Bulk Provisioning Service

• Bulk Provisioning Service (BPS) administers and maintainsall jobs that are submitted through Cisco UnifiedCommunications Manager BAT.

• BPS is listed underdatabase services in the serviceactivation pages.

• Activate serviceforscheduled jobs to be executed.• BPS must be activated onlyon the Cisco Unified

Communications Manager publisher.

The Bulk Provision Service (BPS) administers and maintains all jobs that are submitted throughthe Bulk Administration menu ofCisco Unified Communications Manager Adminislralion. Thesenice isstarted from Cisco Unified Communications Manager Serviceability.

The BPS Server service parameter determines whether the service is activated on aparticularserver. Activate the Bulk Provisioning Service only on the first node (publisher) ofCiscoUnified Communications Manager cluster.

Note The Bulk Administration menu isvisible only on the first node oftheCisco UnifiedCommunications Manager cluster.

32010 Cisco Systems. IncEndpoint and End User Administration 4-65

Cisco Unified Communications Manager BAT TemplatesThis subtopic describes (he Cisco Unified Communications Manager BAT' templates.

Cisco Unified CommunicationsBAT Templates

Use Cisco Unified Communications Manager BAT phone templates todefine common phone attributes to add a group of new phones:

• Device Name

1 Description

• Directory Number

Calling Search Space

Device Pool

Device Type

Call Pickup Group

LSC Status

Authentication

Device Protocol

Security Profile

Common Device Configuration

CSV Batch File

Apply IP Phone TemplatesDevice Pool

Device TypeDirectory NumberCallingSearch Space

Cisco Unified

Phone Templates CommunicationsManager Database

Adding large numbers ofsimilar devices is simplified by using templates in the Cisco UnifiedCommunications Manager BAT".

As the first task in the Cisco Unified Communications Manager BAT' configuration process, setup a template for the devices that are to be configured. Specify the lype ofphone ordevice thatis to be added or modified and then create aCisco Unified Communications Manager BATtemplate that has features common toall the phones or devices inlhat bulk transaction.

Cisco Unified Communications Manager BAT' templates can be created for the following t\pesof device options:

• Phones: All Cisco Unified IP Phones. Cisco Analog Telephone Adapter (ATA) 1X6, CTIports, and H.323 clients

• Gateways: Cisco VG200 Series Gateways and Cisco Catalyst 6000 family FXS AnalogInterface Module.

• I'ser Device Profiles: Cisco Unified IP Phone 7900Seriesand Cisco SofiPhone.

Define a Cisco Unified Communications Manager BAT template by specifying values in thetemplate fields that uill be common to all thedevices in the bulk transaction. TheCiscoUnified Communications Manager BAT template fields require similar values to those lhat areentered when adding a device in Cisco Unified Communications Manager Administration.

Note Before creating the Cisco Unified Communicalions Manager BAT template, make sure thatsettings suchas device pools, locations, calling searchspaces, button templates, andsoftkey templates have already been configured in Cisco Unified Communications ManagerAdministration

4-66 Introducing Cisco Voice andUnifed Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc

Adding 3hones

his subtopic describes how to add IP phones using the Cisco Unified CommunicationsManager BAT.

Adding Phones

• Templates can be configured for each device type andfunction, for example, SCCP IP Phones 7965 at HQ.

- Menu options to create new CSV import file formats, validatephones, and generate reports.

Usethe following stepslo insert phones with users:

Step 1 Create aCSV data file with individual values for each phone/user record that needsto be updated.

Step 2 Associate file format with the CSV data file.

Step 3 Validate phones with user records.

Step4 Insert phones with userrecords.

The Cisco Unified Communications Manager Bulk Adminislralion Tool menu options allowadministrators tocreate new formats for CSV import files, validate phones, and generatereports about the status of configuration changes.

Cisco Unified Communications Manager BAT templates can beconfigured for each devicetype and function. For example, atemplate can be configured for all users ofthe Cisco UnifiedIPPhone 7965 phone type atheadquarters thatareusing SCCP.

Note The BAT.xlt spreadsheet macros canbe used tocreate the CSV data file for adding phonesand users in bulk.

© 2010 Cisco Systems, Inc. Endpointand End User Administration 4-67

Export UtilityTTiissubtopic describes the Cisco Unified Communicalions Manager BAT' export utility.

Export Utility

• TheBAT export utility can be used to save selected databaserecords to a CSV file for backup.

Records can be moved from one Cisco UnifiedCommunicalions Manager server to another (imported).

• Exported CSV text file can be modified witha text editor.

- Can be used to merge records from multiple Cisco UnifiedCommunicationsManager servers onto one database.

The Cisco Unified Communications Manager BAT' export utility can be used to save selecteddatabase records to a CSV file for backup. Exported records can be moved from oneCiscoUnified Communications Manager sener and then imported to another.

The exported CSV lext files can bemodified with a text editor toadd new devices and can beused as import files.

It is possible to merge records from multiple Cisco Unified Communications Manager serversonto one database; for example, when consolidating several small servers into one largercluster, or merging records due to acompany acquisition. Administrators choose to export onljthe records of interest, for example. onK records of IP phones.

4-68 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Implementing IP Phones in Cisco UnifiedCommunications Manager Express

This topic describes the procedure for implementing IP phones in Cisco UnifiedCommunications Manager Express with the Cisco Configuration Professional.

Getting Started with CiscoConfiguration Professional

Configure Cisco Unified Communications ManagerExpress for Cisco Configuration Professional access:• Secure SSH and HTTPS

• Nonsecure Telnet and HTTP

• Define credentials for login

SSH and HTTPS

Administrator

ip http secure-server

line vty 0 4transport input ssh

Telnel and HTTP

ip http serverline vty 0 4transport input telnet

isco privilege 15 secret 0 Cisco |I usemame c

Administrators must configure Cisco Unified Communications Manager Express for CiscoConfiguration Professional initial access using the commands in the figure for the following:

• Secure Shell (SSH) and HTTPS

• Nonsecure telnet and HTTP

• Credentials for login

Alternatively, the Cisco Configuration Professional software package provides defaultconfiguration files for each type ofCisco IOS router. The default configuration file meets allCisco Configuration Professional requirements and is intended to allow administrators who arenot familiar with Cisco IOS commands to begin configuration quickly.

The default configuration file has the name cpconfig-modeljiumbcr.cfg. For example, theconfiguration file for the Cisco 860 and Cisco 880 Series Routers is cpconfig-8xx.cfg.

© 2010 Cisco Systems, Inc. Endpoinl and End User Administration 4-69

Cisco Configuration Professional CommunityThis subtopic describes Cisco Configuration Professional communities.

Cisco Configuration ProfessionalCommunity

• Create a community and add devices tothecommunity.Maximum 5 devices per community

• Adefault community is created al installation.

• Define Cisco Unified Communications Manager Express IPaddress andcredential information in a community.

Default one-time usemame "Cisco" and password "cisco"• Option to import/export devices in a community

Administrator

Before configuring devices using Cisco Configuration Professional, the administrator mustenter the IP address or hostname, and the credential information ofthe devices to be managed.To enter this information, first create acommunity, and then add devices to that community.Acommunity is basically agroup ofdevices (community members). Asingle community cancontain a maximum of five devices. Create a community and then add Ihe devices to it based onsome common parameters, For example, youcancreate a community thai is based on thelocation ofthe de\ ices. Adefault community is created at installation for easy Cisco [JnifiedCommunications Manager F.xpress deployment.

Administrators define the Cisco Unified Communications Manager Fxpress IP address orDomain Name Svstem (DNS) name and credential information in acommunity. CiscoConfiguration Professional provides a default one-time usemame "cisco" and password "cisco"lor initial access. Cisco Configuration Professional will configure Cisco UnifiedCommunications Manager Express with the credentials defined for that device in thecommunitv menu. these credentials will be used for subsequent access.

Cisco Configuration Professional prov ides Ihe option lo import and export the devices in acommunitv.

4-70 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v80 © 2010 Cisco Systems. Inc.

Adding Devices to CommunitiesThis subtopic describes how to add devices to Cisco Configuration Professional communities.

Adding Devices to Communities

• Add Cisco Unified Communications Manager Express IPaddress, credentials, and connection type

Option todiscover device information

The figure shows the Cisco Configuration Professional community menu for adding devices.Administrators define the Cisco Unified Communications Manager Fxpress IP address orDNSname and credential information in acommunity. The menu provides an option for secure ornonsecure accessto Cisco Unified Communications ManagerFxpress.

A maximum of five devices can be addedto a singlecommunity.

The Discover all devices check box isused todiscover information about configured devices.Cisco Configuration Professional requires that adevice is discovered the before it can beconfigured and monitored.

) 2010 Cisco Systems. Inc Endpoint and End User Administration

Device DiscoveryThis subtopic describes Cisco Configuration Professional device discover

Device Discovery

• Usedevice discovery to verify supported platform features.Cisco IOS Software version, voice and security functions, etc.

• Venfy Cisco Unified Communications Manager Express version

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Cisco Configuration Professional requires that adevice is discovered before itcan beconfigured and monitored. The dev ice discovery also prov ides useful information to verifysupported platform features as follows:

Cisco iOS Software version

Platform hardware type

Cisco IOS voice functionality availability

Cisco IOS security functionality availabililv

Cisco Unified Communications Manager Fxpress version

Note When switching between communities, the status of the devices in the previous communitychanges toNot Discovered. To configure devices in that community, theadministrator mustdiscover the devices again.


Initial ConfigurationThis subtopic describes initial Cisco Unified Communications Manager F.xpress configurationusing Cisco Configuration Professional. ^^^^^^^^

Initial Configuration

. Select Cisco Unified Communications Manager Express asthe router mode- Configure > Voice > Voice Modemenu

• Deliver theconfiguration for Cisco Unified Communications ManagerExpress usingIhedefault one-time login

- New login is added using the credentials defined in Ihe community

<L, Voce

Mode

m^—•*

\New Login Created

The initial Cisco Configuration Professional configuration for Cisco Unified CommunicationsManager Fxpress provides the login credentials and basic global telephony service parameters.Choose Configure >Voice >Voice Mode. In the menu, select Cisco Unified CommunicationsManager Fxpress as the router mode.

Deliver the configuration to Cisco Unified Communications Manager Express using the defaultone-time login. The new login isadded using the credentials defined.

© 2010 Cisco Systems, Inc. Endpointand End User Administration

Configure MenuThis subtopic describes the Cisco Configuration Professional Configure menu.

Configure Menu

The Configure menuallows administratorsto perform the followingactions;

» Modifyinterface, security,and network parameters

• Add users, phones, andextensions

• Enable telephony features

- Configure PSTN trunks anddial plans

- Router file management

CiscoCoIIfigurationProfasf lonal ' *I**<I*•CISCO

fhe Cisco Configuration Professional Configure menu in the figure allows administrators loperform Cisco Uniiied Communications Manager Fxpress configuration tasks. Itisreachablebv choosing Configure > Voice > Users, Phonesand extensions.

Cisco Configuration Professional supports configuration ofthe following:Modifv interface, seeuritv. andnetwork parameters.

Add users, phones, and extensions.

Enable telephonv features including configuring extensions and phones, defining users, andassigning phones and extensions to users.

Configure PS'fN trunks and dial plans.

Manage rouler files.

4-74 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

-MTV

«•-*

•UNr

Telephony SettingsThis subtopic describes Cisco Configuration Professional configuration of Cisco UnifiedCommunications Manager Fxpress telephony settings.

Telephony Settings

. Define Cisco Unified Communications Manager Express telephonysettings such asmaximum ephones and IP source address.

u—m opWih-w**"*"

Cisco Unified Communications Manager Express telephony settings may be modified usinjCisco Configuration Professional. Choose Configure >Voice >Telephony Settings.Administrators can configure global telephony settings such as the maximum number ofephonesandephone-dns.

The Phone Registration Source IP Address is defined for signaling. This address is the IPaddress that is used for IP phoneregistration.

12010 Cisco Systems. Inc.Endpoint andEnd User Administration 4-75

Phone Firmware

4-76

This subtopic describes Cisco Configuration Professional IP phone firmvvare menu.

Phono Firmware

• Define firmware files for each IP phone type.• Corifigme > Voice => Firmware >PhoneFirmware

*Upload to Cisco Unified Communications Manager Express flash.Browse the local PC forfirmware files

• Use the option Show Registered Phones toview the current totalnumber of registered IP phones.

['ifm.vare Uploads diter l'l;-is!i

The Cisco Configuration Professional IP phone firmware menu provides Ihe interface forchanging IP phone firmware. Administrators may define firmware files for each IP phone typehv choosing Configure >Voice > Phone Firmware.

Cisco Configuration Professional can be used to upload new firmware files to the Cisco UnifiedCommunications Manager Fxpress fiash memory. Administrators can browse the local PC forfirmware files and upload files for each IP phone tjpe.

Ihe IP phone firmware menu also can view the current total number of registered IP phones onthe Cisco Unified Communications Manager Express system via Show Registered Phones,

Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.

Adding Extensionslis subtopic describes adding extension numbers using Cisco Configuration Professional.

Adding Extensions

Create extensions

- Configure •• Voice >Users. Phones and Extensions >ExtensionsConfigure directory number and call forwarding

CDPrimary Extension

Administrators can create extension numbers in Cisco Unified Communications ManagerExpress using Cisco Configuration Professional via Configure >Voice >Users, Phones andExtensions > Extension.

Using Cisco Configuration Professional- administrators can configure extension line parameterssuch as directory numbers and call forwarding information. Primary and secondarv' directorynumbers can be defined, as well as a line label.

Call forward configuration includes the following:

• Call Forward All (CFA)

• Call Forward Busy (CFB)

• Call Forward No Answer(CFNA) and no answertimeout

"fhe Create Fxtension menu also provides the option to permit orblock the caller ID inoutgoing calls.

>2010 Cisco Systems, Inc.Endpointand End User Adminislralion 4-77

Adding IP Phones

This subtopic describes adding IP phones using Cisco Configuration Professional.

Adding IP Phones

* Add IP phones

•-unrig, -b > voice > Users. Phones and Fxier<Mons > Phones

• Specify phone type and MAC address

Mfcreri^WH

Administrators can add IP phones to the Cisco Unified Comniunications Manager F.xpresssystem using Cisco Configuration Professional menu Configure >Voice >Users, Phones andExtensions > Phones.

fhe IP phone tv pe and MAC address must be defined when adding an IP phone. Additional,optional features mav beconfigured for each IPphone added, such as:

• Remote worker codec selection

• 1he night serv ice feature sends calls lo a night operator outside ofthe configured (normal)business hours.

• After hours call barring exemption

4-78 Introduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010Cisco Systems, Inc

Adding UsersThis subtopic describes the menu for adding end users in Cisco Unified CommunicalionsManager Fxpress using Cisco Configuration Professional.

Adding Users

Add User IDand user information

- Configure >Voice >Users. Phones and Extensions >UsersSpecify user password and PIN, which isblank by default

user

ID

Administrators can add end users to the Cisco Unified Communications Manager Expresssystem using Cisco Configuration Professional by choosing Configure >Voice >Users,Phones and Extensions > Users.

Each end user must have aunique User ID defined. Additional user information includes thefollowing:

First name

Fast name

Displav name

Password (blank by default)

PIN (blank by default)

>2010 Cisco Systems, Inc.Endpoint and End User Administration 4-79

Associate Users with Phones and ExtensionsIhis subtopic describes the Cisco Configuration Professional menu for associating end usersuiih phones and extension numbers.

Associate Users with Phones and

• Associate the User ID with configured IP phones and extensions• Optionally modify line type and behavior

Pli-.n'i;

But'.ot.

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V&i

Administrators can associate end users with IP phones and extension numbers using CiscoConfiguration Professional via Configure >Voice >Users, Phones and Extensions >Users >Phone/extension,

Fach user must be assigned to ai least one IP phone, which has been added previously in CiscoConfiguration Professional. The adminislrator selects the phone line (button) to configure andassigns the Selected Extension from the Available Extensions list.

For each line, the administrator may configure the following line type:• Regular

• Ov erlav

• Monitor

• Call wailing on ov erlav

The following ring behavior isconfigurable perline:

• Normal ring

• feature ring

• Silent

• Beep once

-80 Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 i ©2010 Cisco Systems, Inc.

View MenuThis subtopic describes the Cisco Configuration Professional view

View Menu

• The View menu allows adminislrators todisplay the running configuration.• Administrators canlype anyshow command and view theoutput.

- Asmall subset ofshowcommands canbeselected from a drop-downlist.

show ephone -registered

iln- T^k.™ rvtlU -

Enter Cisco IOS show Command

The Cisco Configuration Professional View menu allows administrators to display CiscoI nified Comniunications Manager Express show commands and view the runningcanfiguration. Navigate to Configure >View >IOS Show Commands.i addition to adrop-down menu containing asmall subset ofshow commands that can be;lected. administrators can type any show command and view the output. The following show

commands are available from the drop-down list:

show flash: Shows the contents of flash memory.

show startup-con fig: Shows the device startup configuration. The device will use this theconfiguration ifthe device is restarted.

show access-lists: Shows theaccess lists configured on thedevice.

show diag: Shows hardware diagnostic information, such as hardware revision number.PCB serial number, and so on.

show interfaces: Shows protocol and statistics information onall device interfaces.

show version: Shows the Cisco IOS version, the Cisco IOS image name, the configurationregister settings, and a summary ofinterfaces and modules.show tech-support: Shows the current software image, configuration, controllers.counters, stacks, interfaces, memory', and buffers.

show environment: Shows the status ofelectrical and mechanical elements ofthe device.such as fan status, inputvoltagestatus, and thermal status.

if show run: Shows the configuration information currently running on the device.

) 2010 Cisco Syi terns, IncEndpoint and End User Administration

Configuration Tool ComparisonThe table show

tools.sacomparison Cisco Unified Communications Manager Fxpress configuratk

Configuration Tool Comparison

The table shows a comparison ofthe Cisco UnifiedCommunications Manager Express configuration tools.

Command-Line Interface

Preferred interface for personnelalready familiar with Cisco IOScommands

Default configuration method forCisco IOS Software

Requires detailed knowledge ofconfiguration commands and featuredependencies

Simple copy and paste forlargeconfigurations

Cisco Configuration Professtofigf.

Easy to use GUIforvoice personnelnot familiarwith Cisco IOS commands

Requires command-line interface toget started

Intuitive menu-driven feature structure

Supports bulk import from CSV filesfor large configurations

1he command-line interface tends to be the preferred configuration method for those personnelalready familiar with Cisco IOS commands. Many voice personnel will not be familiar with theCisco IOS command set. and may choose the easy-to-use Cisco Configuration ProfessionalGUI.

In larger deplov ments. Cisco Unified Communications Manager Express can be provisionedusing the Cisco Configuration Professional bulk import feature. Devices, users, and extensionscan be imported from CSV files. Traditionally, you can copy and paste to the Cisco IOScommand-line interface for largeconfigurations.

4-82 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) vS.O ©2010 Cisco Systems, Inc.

Summaryfhis topic summarizes the key points that were discussed in this lesson.

Summary

• Cisco Unified Communications Manager supports automaticregistration of IP phones. The Cisco Unified CommunicationsManager BST enables administrators to add large numbersof devices manually.

• Cisco Configuration Professional provides a GUI to configureCisco Unified Communications Manager Express.Administrators cancopy and paste configuration methods viathe CiscoUnified Communications Manager Expresscommand-line interface.

-iiis lesson describes how to implement IP phones in Cisco Unified Communications Managerarid Cisco Unified Comniunications Manager Express. Both systems support automaticregistration and manual configuration ofIP phones.

ReferencesFbr additional information, refer to these resources:

• Cisco Unified Communications Manager Administration Guide, Release 8.0( I):http:/.w vvvv.cisco.com/cn/US/docs/voiceJp_comm/cucm/admin/H_0_l/ccmctg/bccm-8Cjl-cm.html.

• Cisco Unified Communications Manager Bulk Administration Guide, Release 8.0( 1):hitp:/.'\vww.cisco.coni/en/US/docs/voice_ip_conim/cucm/bat/8_0^1/bat-H01-cm.html.

• Cisco Unified Communications Manager Express Command Reference on Cisco.com:htip://\\w\ .cisco.com/cii/US/docs/voice_ip_comm/cucmc/command/refcrcnce/cme cr.html.

© 2010 Cisco Sy terns, IncEndpoint and EndUserAdministration 4-83

Lesson 3

Understanding End-UserCharacteristics and

Configuration Requirements

OverviewThis lesson describes the characteristics ofend users in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express and the related configurationrequirements. Topics will explain the differences between end users and application users inCisco Unified Communications Manager, as well as end-user characteristics.

ObjectivesUpon completing Ibis lesson, you will be able to describe the characleristics of end users inCisco Uniiied Communications Manager and Cisco Unified Communications Manager Expressand the related configuration requirements. This ability includes being able to meet theseobjectives:

m Describe the end users in Cisco Unified Communications Manager

• Describe the end users in Cisco Unified Communications Manager Express

End Users in Cisco Unified CommunicationsManager

fhis topic describes end-user accounts in Cisco Unified Communications Manager.

User Accounts

By default, all users are provisioned manually into theCisco Unified Communications Manager database viathe administration interface. The users in the databaseform two categories:* End users: associated with a physical person and an

interactive login

Includes all IP telephony users and administrators

• Application users: associated with Cisco IP Communicationsfeatures or applications:

Authenticate with Cisco Unified Communications Managerfor internal communications between applications and donot have an interactive login

Includes Cisco Unified Contact Center Express or CiscoUnified Communications Manager Assistant

Bv default, all users are provisioned manuallv into the Cisco Unified Communications Managerdatabase via the administration interface. The users in the database form two categories:

End users are associated with a phvsical person and an interactive login. End users are all IPtelephony users and the Cisco Unified Communicalions Manager administrators.

Application users are associated with Cisco Unified Communications features or applications.Application users authenticate \vtth Cisco Unified Communications Manager for internalcommunications between applications and do not have an interactive login. Application usersinclude Cisco Unified Contact Center Fxpress or Cisco Unified Communications ManagerAssistant.

Note The Cisco Unified Communications Manager Administration account is an application user

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8 i © 2010 Cisco Systems, Inc

Ths

Credential Policysubtopic describes the Cisco Unified Communicalions Manager credential policy.

Credential Policy

• Default credential policy issetloend-user passwords, end-user PINs, andapplication user passwords

• Canconfigure many newcredential policies for system orsiteuse- Assigned to users

• Credential policy may check for trivial passwords to prevent credentials thatare easily hacked

• Credential policy settings include: number ofallowed failed login attempts,minimum credential length, duralion between credential changes, number ofprevious credentials stored, and number ofdays until credential expires

• End-user login can be associatedwith devices(IPphones)

User Login Credentials

Cisco Unified


<v

n*

J

The Credential Policy Default window provides options to change the default credential policyassignment for auser and credential type (for example, end-user PINs). Default credentialpolicy is set as follows:

• End-user passwords and end-user PINs

• Application user passwords

At installation. Cisco Unified Communications Manager assigns the system default credentialpolicv to end-user passwords, end-user PINs. and application user passwords. Ihe systemapplies the application password that was configured at installation to all application users.Administrators can assign anew default credential policy and configure new default credentialsafter installation. These new credential policies may be for thesystem or assigned to users.

The credential polic; may check for trivial passwords to prevent credentials that are easilyhacked. Credential policysettings includeIhc following:

Number of allowed failed login attempts

Minimum credential length

Duration between credential changes

Numberof previous credentials stored

Number of davs until credential expires

The system provides Ihe default credential policy to facilitate installs and upgrades.

i 2010 Cisco Systems. Inc. Endpointand End User Administration 4-87

Passwords

Cisco Unified Communications Manager end-user passwords can contain any alphanumericASCII character and all ASCII special characters.

Passwords can contain any alphanumencASCII character and ailASCII special characters

Examples

Cisco135!

C15C0001

20012001

Must contain threeofthefour allowable characteristics: uppercasecharacter,lowercasecharacter, number,symbol.

Must not use a character or number more than three timesconsecutwek/.

Mustnot repeat or include the alias, usemame, or extensionnumber.

654321 orABCOEF Cannot consist of consecutive characters or numbers.

lord OK S*?J

—*W/"M

Cisco Unified Communications Manaq

The sv stem prov ides trivial credential checks todisallow credentials that are easily hacked.Administrators enable trivial credential checks by checking iheCheck for Irivial Passwordscheck box in the Credential Policy Configuration window.

A nontriv ial password meets the following criteria:

• Must contain three ofthe four allowable characteristics: uppercase character, lowercasecharacter, number, or symbol.

• Must not use a character or number more than three times consecutively.

• Must not repeal or include the alias, username. or extension.

• Cannot consist of consecutive characters or numbers. Forexample, passwords such as654321 orABCDFFG.

In the table, the first two examples are allowed passwords. The last two entries are examples ofpasswords lhat are not allowed.

4-88 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) vB.O ©2010 Cisco Systems. Inc.

PIN

ThissubtopicdescribestheCiscoUnifiedCommunicalionsManagerend-userPIN.

PIMscancontaindigits(0-9)only.AnonthvialPINmeetstnesecriteria

201165

2001

121212

24726(Cisco)

408408

Description

Mustnotusethesamenumbermorethantwotimesconsecutively.

MustnotrepeatorincludeIheuserextensionormailboxorthereverseoftheuserextensionormailbox.

Mustcontainthreedifferentnumbers.

Musinotmatchthenumericrepresentationtormefirstorlastnameoftheuser{Notdialbyname)orcompanyname

Mustnotcontaingroupsofrepeateddigitsorpatternsthat2580or159or753aredialedinastraightineonakeypad.

UssrLoginPiNGIKTS

CiscoUnifiedCommunicationsManagerenduserscanaccessphonefeatures(suchasCallForwarding)fromtheirPCviaGUIusingtheiruserandpasswordcredentials.Whenusmgthetelephonyuserinterlace,aPINisusedinstead.TheCiscoUnifiedCommunicationsManagerend-userPINcancontaindigits0to9only.AnontrivialPINmeetsthefollowingcriteria:

•Mustnotusethesamenumbermorelhantwotimesconsecutively.•Mustnotrepeatorincludetheuserextensionormailboxorthereverseoftheuser

extensionormailbox.

.MustcontainthreedilTerentnumbers:forexample,aPINsuchas121212istrivial.•Mustnotmatchthenumericrepresentation(thatis.dialbvname)forthefirstorlastname

oftheuser.

.Mustnotcontaingroupsofrepeateddigits,suchas408408.orpatternsthataredialedinastraightlineonakeypad,suchas2580.159.or753.

i2010CiscoSystems,Inc.EndpointandEndU;erAdministration

FeaturesInteractingwithUserAccounts

4-90

fhissubtopicdescribesseveralCiscoUnifiedCommunicationsManagerfeaturesthatrequireuseraccountstobeabletoauthenticatetheuser.

FeaturesfnteractingwithUserAccounts

«CiscoUnifiedCommunicationsManageruserandadministratorwebinterfaces:

Userwebpages

Administration

Serviceability

OSAdministration

DisasterRecoverySystem

*CiscoUnifiedCommunicationsManagerapplications:CiscoExtensionMobility

CiscoUnifiedCommunicationsManagerAssistant*Directories

-CiscoUnifiedCommunicationsManagerIPPhoneServices

ThesefeaturesincludeCiscoUnifiedCommunicationsManageradministrativeanduserwebpagesandapplicationsthatrequiretheusertologin.suchas:

•CiscoHxlensionMobility

•CiscoUnifiedCommunicationsManagerAssistant

IPphonescanbrowsedirectoriestofindthedirectorvnumberforagivenusemameInordertobeabletoprovidethisinformation,CiscoUnifiedCommunicationsManagerneedstoknov.usersandtheirextensions.

WhenusingCiscoUnifiedCommunicationsManagerphoneservices,theservicescanbeconfiguredtorequireauserloginbeforeprovidingaccesstothesenice.

Userscanauthenticatewiththeirusemameandapassword(alphanumeric)orPIN(numeric)dependingontheapplication.CiscoUnifiedCommunicationsManagersendsauthentication"requeststoanmtemallibrary,theIdentityManagementSvstemlibrary,whichisresponsibletorauthenticatingthecredentialsagainsttheembeddeddatabase(bvdefault)

IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v8.0©2010CiscoSystems.Inc.

«*

TypesofUserAccountsThetableliststhefeaturesofend-userandapplicationuseraccountsinCiscoUnifiedCommunicationsManager.

TypesofUserAccounts

-TherearetwotypesofuseraccountsinCiscoUnifiedCommunicationsManager.

Associatedwithanindividualperson

Forpersonaluseininteractivelogins

Usedforuserfeaturesandridhriduafadministratorbgins

Includedinuserdirectory

AppBcaBonUsers

Associatedwithanappicalion

Fornoninteractivelogins

Usedforappicalionauthorization

Notincludedinuserdrectoiy

CanbeprovisionedandauthenticatedCannotuseLDAP*usinganexternaldirectoryservice(LDAP)

I'LDAP=UghtweightDirectoryAccessProtocol

TherearetwotypesofuseraccountsinCiscoUnifiedCommunicationsManagerasfollows:.Fndusers:Allendusersareassociatedwithaphysicalpersonandaninteractivelogin.

ThiscategoryincludesallIPtelephonyuser,aswellasCiscoUnifiedCommuntcationsManageradministratorswhenusingtheusergroupsandrolesconfigurations.

.Applicationusers:AllapplicationusersareassociatedwithCiscoUnifiedCommunicationsfeaturesorapplications,suchasCiscoUnifiedContaetCenterExpressorCiscoUnifieCommonieationsManagerAssistant.TheseapplicationsneedtoauthenticatewhCiscoUnifiedCommunicationsManager,buttheseinternal"users"donothavean

leraceloginandservepurelyforinterna,communicationsbetweenapplications.

>2010CiscoSystems,Inc.EndpointandEndUserAdministration4-91

DataAssociatedwithUserAccountsUseraccountsinCiscoUnifiedCommunicalionsManagerareassociatedwilhseveralattributes.

4-92

tociatedwithUserAccounts

Personalandorganizationalsettings•UserID,First,MiddleandLastName

ManagerUserID.Department•PhoneNumber,MailID

Password

Configurationsettings

-PIN,SIPdigestcredentials

Userprivileges(usergroupsandroles)Userlocales

AssociatedPCs,controlleddevices,directorynumbersandcallingname

Applicationandfeatureparameters(CiscoExtensionMobilityprofile,PresenceGroup.CiscoUnifiedMobility,CAPF,andsoon

Theattributesthatareassociatedwithendusersareseparatedinfo.hefollowingthreecategories:

•Persona!andorganizationalsettings

•Passwordinformation

•Cisco{InifiedCommunicalionsManagerconfigurationsellings

Personalandorganizationalsettingsincludethefollowing:•UserID.First.Middle,andLastName

•ManagerUserID,Department

•PhoneNumber.MailID

CiscoUnifiedCommunicationsManagerconfigurationsettingsincludethefollowing:•PINandSessionInitiationProtocol(SIP)digestcredentials•Userprivileges(usergroupsandroles)

•AssociatedPCs.controlleddevices,anddirectorvnumbers

'P^sentiCrondMTt**r™T(li™'^<"«>VisionMobiliuprofile. IresectCroup.Mobthiy,Cert.ficateAuthorityProxvFunction(CAPf).andsoon)Note

Applicationusersareassociatedwithasubsetoftheseattributes.

IntroduangCiscoVoiceandUnifiedCommunicalionsAdministration(ICOMM)v8.0S2010CiscoSystems,'nc.

UserLocale

Example

ThissubtopicdescribestheCiscoUnifiedCommunicationsManagerLocaleInstaller,whichcanbeusedtoinstalluserlocalesforuseonIPphones.

UserlocaleprovideslocalizationofIPphonedisplaymessages

-CiscoUnifiedCommunicationsManagerLocaleInstaller

IPphonesloadconfiguredlocalefilesfromaTFTPserver

-Centralizedorlocalserver

Configurationfilesfordevicescontainlocaleinformation

-Example:IPphoneAusestheGermanuserlocale,IPphoneBusestheFrenchuserlocale

IPPhoneAGermany

TheuserlocaleprovideslocalizationofIPphonedisplaymessages.Additionally,eachIPphonecanbeconfiguredtouseadifferentringtone.

TheCiscoUnifiedCommunicationsManagerIPphoneconfigurationspecifiesthelocaleforeachdevice.Theconfigurationfilesfordevicescontainlocaleinformation.IFphonesloadtheconfiguredlocalefilesfromtheTFTPserver.TheTFTPservermaybecentralizedtoservemanylocations,ortheservercanbelocaltoaregion.

IPphoneAusestheGermanuserlocale,IPphoneBusestheFrenchuserlocale.BothIPphonesloadlocalefilesfromacentralizedTFTPserver.

NoteCiscoUnifiedCommunicationsManagerconfigurationidentifiestheuserlocaleforeachIPphone.TheIPphonesloadconfiguredlocalefilesfromaTFTPserver.

©2010CiscoSystems,Inc.EndpointandEndUserAdministration4-93

DeviceAssociation

'Ihissubtopicdescribesend-userdeviceassociationinCiscoUnifiedCommunicationsManager.

Enduserscanbeassociatedwithdevices

IPphones,CiscoIPCommunicator,CiscoExtensionMobilityprofile

UniqueUserAttributeNamewithinthecorporatedirectoryallowsuserstodialapersonbyname

Dialbynamefeature

CiscoUnifiedContactCenterenablesagentsusingIPphonestoreceivecallsthatoriginatefromVoIPandTDMnetworks

ComputerTelephonyIntegration(CTI)routepointinCiscoUnifiedCommunicationsManagerdefinesthecontactcenterextensionnumber

-Callroutingscriptsroutecallstoagentsbasedoncriteriasuchascallingnumber

CiscoUnifiedPresencecollectsinformationaboutauser'savailabilitystatusandcommunicationscapabilities

UserscommunicationsdevicesuchasanIPphoneorCiscoUnifiedPersonalCommunicator

IntheCiscoUnifiedCommunicalionsManagerdatabase,enduserscanbeassociatedwithdevicessuchasthefollowing:

•IPphones

•CiscoIFCommunicator

•CiscoF.xtensioiiMobilityprofile

BecausethereisauniqueUserAttributeNamewithintheCiscoUnifiedCommunicationsManagercorporatedirectory,featuressuchasdialingapersonbynamecanbesupported.

CiscoUnifiedContactCenterenablescallcenteragentsusingIFphonestoreceivecallsthatoriginatefromVoIPandlime-divisionmultiplexing(TDM)networks.Acomputertelephonyinterface(CTI)roulepointinCiscoUnifiedCommunicationsManagerdefinestheCiscoIInifiedContactCenterextensionnumber.Callroulingscripisroulecallstoagentsbasedoncriteriasuchasthecallingnumber.

CiscoUnifiedPresencecollectsinformationabouttheavailabilitystatusofauserandcommunicationscapabilitiessuchasinformationregardingthecommunicalionsdeviceofauser,suchasanIPphoneorCiscoUnifiedPersonalCommunicator.

4-94IntroducingCiscoVoiceandUniiiedCommunicationsAdministration(ICOMM)v8.0©2010CiscoSystems.Inc.

EndUsersinCiscoUnifiedCommunicationsManagerExpress

Thistopicdescribesend-useraccesslevelsinCiscoUnifiedCommunicationsManagerF.xpress.

UserAccessLevels

TheCiscoUnifiedCommunicationsManagerExpressGUIprovidesthreelevelsofaccesstosupportthefollowinguserclasses:•Systemadministrator:abletoconfigureallsystem-leveland

phone-basedfeatures.•Customeradministrator:abletoperformroutinephone

additionsandchangeswithouthavingaccesstosystem-levelfeatures.

•Phoneuser:abletoprogramasmallsetoffeaturesontheirownphone:-Forexample,speeddials,etc.orsearchtheCiscoUnified

CommunicationsManagerExpressdirectory

-ThesamephoneusercredentialcanbeusedtologintoaphoneviaCiscoExtensionMobility.

TheCiscoUnifiedCommunicationsManagerExpressGUIprovidesthreelevelsofaccesstosupportthefollowinguserclasses:•Systemadministrator:abletoconfigureallsystem-levelandphone-basedfeatures.•Customeradministrator:abletoperformroutinephoneadditionsandchangeswithout

havingaccesstosystem-levelfeatures.

•Phoneuser:abletoprogramasmallsetoffeaturesontheirphone,forexample,speeddials,orsearchtheCiscoUnifiedCommunicationsManagerExpressdirectorv.ThesamephoneusercredentialcanbeusedtologintoaphoneviaCiscoExtensionMobility.

Inparticular,theGUIfacilitatestheroutineadditionsandchangesassociatedwithemployeeturnover,allowingthesechangestobeperformedbynontechnicalstaff.CiscoUnifiedCommunicationsManagerExpressadministratorscandefineuseraccesslevelslocallyintheCiscoUnifiedCommunicationsManagerExpresssystemviathecommand-lineinterfaceAlternatively,aremoteauthentication,authorization,andaccounting(AAA)servercanbeconfiguredwithuseraccounts.Usetheiphttpauthenticationcommandtoenabeaccesstotheremoteauthenticationserver.Ifauthenticationthroughtheserverfails,thelocalroutermaybesearched.


UserLocale

4-96

'"hissubtopicdescribesuserlocalesinCiscoUnifiedCommunicationsManagerF.xpress.

*Built-inlocalizationsupportfor12languageswithmultipleuserlocalesandnetworklocalessupported

Uptofiveuserandnetworklocales

*Canspecifydifferentuserlocalesandnetworklocalesfordifferentphones

-User-definedlocalescanbeaddedforsupportedphones.•LocalefilescanbestoredonCiscoUnifiedCommunications

ManagerExpressoroffloadedtoanexternalTFTPserver:

System:OnlyonedefaultconfigurationfileforallIPphonesinthesystem

-Flashorslot0:ConfigurationfilesapplyperIPphonetypeorperindividualIPphone

*IPphoneresetrequiredwhenlocaleischanged

CiscoUnifiedCommunicationsManagerExpressprovidesbuilt-inlocalizationsupportfor12languagesincludingEnglishand16countriesincludingtheUnitedStates.

Networklocalesspecifycountry-specifictonesandcadencesanduserlocalesspeeifvthelanguagetousefortextdisplays.

Iheuser-definedlocalefeatureallowssupportfornetworkanduserlocalesotherthanthesystem-definedlocaleslhatarepredefinedinCiscoIOSSoftware.

lorexample,ifasitehasphoneslhatmustusethelanguageandtonesforTraditionalChinese,whichisnotoneofthesystem-definedchoices,theCiscoUnifiedCommunicationsManagerf.xpressadministratormustinstallthelocalefilesforTraditionalChinese.

AdministratorscanspecifyuptofiveuserandnetworklocalesandapplvdilTerentlocalestoindividualephonesorgroupsofephonesusingephonetemplates.CiscoUniliedCommunicationsManagerExpressparsesnewfirmware-loadtextfilesthataredefinedusingtheloadcommandandautomaticallycreatestheTETPaliasesforlocalization.

Todownloadandinstalllocalefilesforsystem-definedlocales,performthefollowingsteps:Step1Downloadthelocale.tarfiletoaTlTl'senerlhatisaccessiblebvCiscolinified

CommunicationsManagerExpress.

Step2

Step3

Step4

Step5

Step6

Usethearchivetarcommandtoextractthefilestofiash.slot0.oranexternalTETPserver.

CreateaTFTPaliasfortheuserlocale(textdisplavs)andnetworklocale(tones)usingthetflp-scrvercommand.

AssignthelocalestoIPphones.

Usethecreatecnf-iilescommandlorebuildtheconfigurationfiles.Usetheresetcommandloresetthephonesandseethelocalizeddisplavs.

IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v80©20lOCiscoSystems,Inc

Eorexample,specifyFrenchforphonesA,B.andC.GemianforphonesD.E.andF.andEnglishforphonesG,H,andI.

Onlyoneuserandnetworklocalecanbeappliedtoeachphone.

LocalefilescanbestoredonCiscoUnifiedCommunicationsManagerExpressoroffloadedtoanexternalTFTPserverasfollows:

•System:onlyonedefaultconfigurationfileforallIPphonesinthesystem.

•Flashorslot0:configurationfilesapplyperIPphonetypeorperindividualIPphone.

)2010CiscoSystems.IncEndpointandEndUserAdministration

SummaryThistopicsummarizesthekeypointsthatwerediscussedinthislesson.

CiscoUnifiedCommunicationsManagerdifferentiatesbetweenend-userandapplicationuseraccounts,whereastheapplicationuserscannotbesynchronizedfromtheLDAPserver.AccessprivilegesareconfiguredperuserforCiscoUnifiedCommunicationsManagerAdministrationanduseroptions.

CiscoUnifiedCommunicationsManagerExpressphoneusersareabletoprogramasmallsetoffeatures,suchasspeed-diallists,ontheirownphone.

Thislessoncoveredtheend-usercharacteristicsandconfigurationrequirementsinCiscoUnifiedCommunicationsManagerandCiscoUnifiedCommunicationsManagerExpress.

References

Foradditionalinformation,refertotheseresources:

•CiscoUnifiedCommunicalionsManagerExpressCommandReferenceonCisco.com:http://vvvv\v.cisco.coni/en,4|S/docs/voicejp_conini.;cuemc/coniniand;'relerence.;cmecr.lilml.

•CiscoUnifiedComniunicationsManagerExpressSvstemAdminislratorGuide:http://vvww.ciseo.com/en/C'S/docs/voieeip^omm/cucme'admiii:configuration/guide/cmeadm.html.

•CiscoUnifiedCommunicationsSystem8.xSRNDonCisco.com:hups://www.cisco.com/en/US/docs/voiceipcomm/eucm/snid^x/ucoVhtml.

•CiscoUnifiedCommunicationsManagerExpressSvstemAdministratorGuide:http://vvvvvv.cisco.com/en/US/docs/voice_ipeomiiL'eucmc/adniin,configuration/guide/cmeadm.html.

4-98IntroducingCiscoVoiceandUnifiedCommunicalionsAdministration(ICOMM)v80©2010CiscoSysterrs,Inc.

Lesson4

UnderstandingEnd-UserImplementationOptions

OverviewThislessondescribeshowtoimplementendusersinCiscoUnifiedCommunicationsManagerandCiscoUnifiedCommunicalionsManagerExpress.Topicswillfocusonthecorporatedirectorycontentthatisgeneratedbymanualend-userconfigurationorLightweightDirectoryAccessProtocol(EDAP)synchronization.

ObjectivesUponcompletingthislesson,youwillbeabletodescribehowtoimplementendusersinCiscoUnifiedCommunicationsManagerandCiscoUnifiedCommunicationsManagerExpress.Thisabilityincludesbeingabletomeettheseobjectives:•Describetheend-userimplementationprocessinCiscoUnifiedCommunicationsManager:

manualconfigurationorEDAPsynchronization•Describetheend-userimplementationprocessinCiscoUnifiedCommunicationsManager

Express

ImplementingEndUsersinCiscoUnifiedCommunicationsManager

IhistopicdescribestheCiscoUnifiedCommunicationsManageruseraccountmanagementoptions.

*iscoUnifiedCommunications/lanagerUserManagementOptions

*One-by-onemanualconfigurationusingCiscoUnifiedCommunicationsManagerAdministration

•BulkconfigurationusingCiscoUnifiedCommunicationsManagerBulkAdministrationTool(BAT)

•I.DAPintegration:automaticsynchronizationforendusersonly•CiscoUnifiedCommunicationsManagersupportstwotypesof

LDAPintegration:

LDAPsynchronization

LDAPauthentication

WhenusingLDAP,someuserdataarenolongercontrolledviaCiscoUnifiedCommunicationsManagerAdministration

UsermanagementoptionsinCiscoUnifiedCommunicationsManagerincludethefollowing:•UsingiheCiscoUnifiedComniunicationsManagerAdminislralionUserManagement

menuitems:

—Thisjiptionissuitableforconfiguringfewusersordoingsingleupdatestotheconfiguration.Administratorsperformone-bv-onemanualconfigurations.Thisoptiondoesnotscaleformassdeploymentofusers.

•UsingCiscoUnifiedCommunicationsManagerBulkAdministrationTool(BAT):CiscoUnifiedCommunicationsManagerBATallowsbulkadministrationofseveralconfigurationelementsincludingusers.CiscoUnifiedCommunicationsManagerBAIisagoodoptionforinitial(mass)deploymentwhenEDAPintegrationisnotused.

•fheEDAPintegrationoptionisavailableonlytoendusers.EDAPintegrationprovides(wofunctions,whichcanbeenabledindependentlyofeachother:

—EDAPsynchronization:AllowsuserprovisioningwherepersonalandorganizationaldataaremanagedinanLDAPdirectorvandreplicatedlotheCiscoUmliedCommunicationsManagerconfigurationdatabase.

—LDAPauthentication:AllowsuserauthenticationagainstanIDAPdirectorvWhenusingLDAPauthentication,passwordsaremanagedinLDAP,

4-100IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)V80©2010CiscoSystems,inc

EndUsers

End-userconfigurationinCiscoUnifiedCommunicationsManagerAdministrationallowstheadminislratortoadd,search,display,andmaintaininfomiationaboutCiscoUnifiedCommunicationsManagerendusers.

*EndusersaddedintheCiscoUnifiedCommunicationsManagerdatabasecontainmandatoryandoptionalattributes.

*MandatoryuserattributesincludeUserIDandLastName-OptionalinformationincludesattributessuchasFirstname,

MiddleName,andTelephoneNumber.-Whennotdefined,optionalinformationfieldsareleft

blank.

*WhensynchronizingwithLDAP,mandatoryattributesmustbepresentintheuserrecords.-OtherwisetheuserisnotimportedintotheCiscoUnified

CommunicationsManagerdatabase

*IfoptionalparametersaremissingduringLDAPsynchronization,theinformationfieldsareleftblankintheCiscoUnifiedCommunicationsManagerdatabase.

EnduserscancontrolphonesaftertheyareassociatedwilhanIPphone.EndusersthatareaddedintheCiscoUnifiedCommunicationsManagerdatabasecontainmandatorvandoptionalattributesasfollows:

•MandatoryuserattributesincludeUserIDandLastName.•OptionalinfomiationfieldsincludeattributessuchasEirstname.MiddleName,and

TelephoneNumber.Whennotdefined,optionalinformationfieldsareleftblank.

End-userentriesintheCiscoUnifiedCommunicationsManagerdatabasecanbesearchedbyusingtheDirectorybuttononIPphones.TheIPphoneinterfaceprovidesasofikevfortheusertoplaceacalltothedestinationcorporatedirectorvenduser.IfCiscoUnifiedCommunicationsManagerisconfiguredtousetheLDAPcorporatedirectorvastheend-userdirectory,administratorscannotaddordeleteusersinCiscoUnifiedCommunicationsManagerAdministration.AdministratorsaddandremoveendusersinthecorporateLDAPdirectory'only.Ifendusersexistin(heCiscoUnifiedCommunicationsManagerdatabasebeforeLDAPsynchronizationwithacorporatedirectoryoccurs,thesystemwilldeletethoseendusersthatdidnothaveamatchinguserIDinthecorporatedirectorv.

IfIheCiscoUnifiedCommunicationsManagersystemisconfiguredtoauthenticateusersagainsttheLDAPdirectory,administratorscannotconfigureorchangeend-userpasswordsinCiscoUnifiedCommunicationsManagerAdministration.Administratorsconfigureandchangeend-userpasswordsinthecorporateLDAPdirectory.

)2010CiscoSystems,Inc.EndpointandEndUserAdministration4-101

ManualEndUserConfigurationPagefheL.ndUserConfigurationwindowinCiscoUnifiedCommunicalionsManagerAdministrationallowstheadministratortoadd.search,display,andmaintaininfomiationaboutCiscoIInifiedCommunicationsManagerendusers.EnduserscanbeassociatedwithdevicestocontroltheirIPphone.

4-102

UserConfigurationPage

InCiscoUnifiedCommunicationsManagerAdministration,navigatetoUserManagement>EndUser

ConfigurationincludesUserID,password.PIN,anddeviceassociation

Ioaddormodifyunenduser,navigatetotheCiscoUnifiedCommunicationsManagerAdminislralionUserManagement>EndIrsermenu.Theend-userconfigurationfieldsincludethefollowing:

•UserID

•Password

•PIN

•Eirstname

•Lastname

•Telephonenumber

•Deviceassociation

End-userentriesintheCiscoUnifiedCommunicationsManagerdatabasecanbesearchedbyusingtheDirectorybuttononIPphones.TheIPphoneusercansearchthecorporatedirectory.

IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v8.0©2010CiscoSystems,Inc.

LightweightDirectoryAccessProtocolLDAPdirectoriestypicallystoredatathatdonotchangeoften,forexample,employeeinformation.

LightweightDirectoryAccessProtocolversion3(LDAPv3)Specializeddatabasestoresinformationaboutusers:-Centralizedstorageofuserinformation-Availabletoallenterpriseapplications

>Examples

-MicrosoftActiveDirectory,MicrosoftActiveDirectoryApplicationModeLDAPServer,Netscape,iPlanet,SunONE

IPTelephonyUsers

CiscoUnifiedCommunicationsManager

InformationintheLDAPdatabaseisoptimizedforthefollowingrequests:

•Highnumberofreadandsearchrequests

•Occasionalwriteandupdaterequests

Directoriestypicallystoredatathatdoesnotchangeoften,suchasemployeeinfomiationanduserprivilegesonthecorporatenetwork.LDAPdirectoriesprovideapplicationswithalandedme'lhodforaccessingandmodifyinguserinfomiation.1his-Pab'h>™^*, companiestocentralizealluserinformationinasinglerepositorythat,sava'bbteto««-1

applications.Thiscapabilityresultsinreducedmaintenancecoststhroughtheeaseoladds,moves,andchanges.

LDAPdirectoriesstorealluserinformationinasingle,ccnlrali/edrepositoryavailabletoallapplications.CiscoUnifiedCommunicationsManagersupportsLDAPversion3.ExamplesofLDAPdirectoriesincludethefollowing:

•MicrosoftActiveDirectory

•MicrosoftActiveDirectoryApplicationModeLDAPServer

•Netscape

•iPlanet

•SunONE


CiscoUnifiedCommunicationsManagerLDAPSupportThissubtopicdescribesCiscoy}mt\t:dCommunicalionsManagerLDAPsupport.

InifiedCommunications

•Supporteddirectories:

-MicrosoftActiveDirectory(2000,2003,and2008)MicrosoftActiveDirectoryApplicationMode2003MicrosoftLightweightDirectoryServices2008iPlanetDirectoryServer5,1

SunONEDirectoryServer5.2,6.x

OpenLDAP23,39,and24

WhenliningLDAPsomeena-;j;,arti;.taisnotcontrowedviaCiscoUnifiedCommunicationsManage'Administration.

ApplicationusersarenotaffectedbyLDAPintegrationAlwaysconfiguredfromCiscoUnifiedCommunicationsManagerAdministration

--AllapplicationuserdataarealwaysstoredintheCiscoUnifiedCommunicationsManagerdatabase

CiscoUnrfiedCommunications

Manager

MicrosoftAD

CiscoUnifiedCommunicalionsManagerallowss\nchronicalionfromtliefollowingIDAPdirectoriestothedatabase:'

MicrosoftActiveDirector,2000

MicrosoftActiveDirectory2003

MicrosoftActiveDirectory2008

MicrosoftActiveDirectoryApplicationMode2003

MicrosoftLightweightDirectoryServices2008iPlanelDirectoryServer5.1

SunONI-DirectoryServer5.2

SunONI!DirectoryServer6a

Openl.DAP2.3.39

OpenLDAI>2.4

WhenusingLDAPsomeend-userdata(suchasuserID)areno,controlledCmCiscoUnifiodCommunicalionsManagerAdministration.

ApplicationusersarcnotaffectedbyLDAPintegrationforthefollowingreasons:•TheyarealwaysconfiguredfromCisco1inifiedCommunicationsManagerAdministration"d^tZeCmi°"USCrdataarCa,wa*-ssloredijl"«•*CiscoUnifiedComniunicationsManager

IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v8,0©2010CiscoSystems,Inc.

'm.

LDAPIntegration:SynchronizationWhenCiscoUnifiedComniunicationsManagerisconfiguredforLDAPsynchronization,theCiscoUnifiedCommunicationsManagerAdministrationmenuscannotbeusedtoaddordeleteanenduser{userID),orchangesomeexistinguserinformation.

LDAPintegration:Synchronization

LDAPisusedforuserprovisioning:

«UsersareaddedordeletedinLDAPdirectory

-UserscannotbeaddedordeletedfromCiscoUnifiedCommunicationsManagerAdministration,

«AllpersonalandorganizationaluserdataareconfiguredinLDAP.

-UsersandtheirpersonalandorganizationaldataarereplicatedfromLDAPtoCiscoUnifiedCommunicationsManager;read-onlyinCiscoUnifiedCommunicationsManagerAdministration

*UserpasswordsandCiscoUnifiedCommunicationsManagersettingsarestillconfiguredfromCiscoUnifiedCommunicationsManagerAdministration.

-TheyarenotconfiguredinLDAP

CiscoUnified

Communications

Manager

Instead.LDAPisusedforuserprovisioning—usersareaddedordeletedintheLDAPdirectory.

UsersandtheirpersonalandorganizationaldataarereplicatedfromLDAPtoCiscoUnifiedCommunicationsManager.Thisinformationisthenvisibleasread-onlyinCiscoUnifiedCommunicalionsManagerAdministration.AllpersonalandorganizationaluserdataareconfiguredinLDAP.

UserpasswordsandCiscoUnifiedCommunicationsManagersettingsarestillconfiguredinCiscoUnifiedCommunicationsManagerAdministration.TheseitemscannotbeconfiguredinLDAP.

CiscoUnifiedCommunicationsManagerAdministratorsmustadd.update,ordeleteuserinformationinthecorporateLDAPdirectory'-TheCiscoUnifiedCommunicationsManagerdatabasewillreceivethechangedinformationaftersynchronizingwithIheLDAPserver.


LDAPSynchronizationTheI.DAPsynchronizationprocessusesaservicecalleddirectorysynchronization(DirS\nc)onCiscoUnifiedCommunicationsManagertosynchronizeanumberofuseraltributesfromacorporateLDAPdirectory.

LDAPSynchronization

TheLDAPdirectoryprovidesacentraluseraccountrepository

ManagementofuseraccountsisaccomplishedthroughtheLDAPdirectory

Whensynchronizationisenabled,thelocaldirectorydatabaseisstillused(datareplicatedfromLDAPusingDirSync)

Applicationusersarenotsynchronized(endusersonly)

IPTelephonyUsers

Whenihisfeatureisenabled,usersareautomatical])pro\isionedfromthecorporatedirectoryinthefollowingways:

•Periodicsynchronizationschedule

•Immediatesynchronizationuponrequest

Whenusingthisfeature,enduserscannotbeaddedordeletedfromCiscoUnifiedCommunicationsManagerAdminislralion.TheyareaddedanddeletedintheLDAPdirectory,andallpersonalororganizationalsettingsthatareassociatedwiththeusersareconfiguredinLDAP.

Centralizedcorporatedirectorysynchronizationwithman)CiscoI'nifiedCommunicationsManagerdatabasesissupported.Forexample,separateCiscoUnifiedCommunicationsManagerclustersinNewYork.London,andHongKongcanalls\nehronizewithanLDAPcorporatedirector)inNewYork.

UsersandtheirassociatedpersonalandorganizationaldalaarereplicatedfromLDAPtotheCiscoUnifiedCommunicationsManagerdatabase.Theseparametersareread-onhinCiscoUnifiedCommunicationsManagerAdministration.

4-106IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM]v8.0©2010CiscoSystems,Inc

^f

RememberIhefollowingLDAPsynchronizationfacts:

•Onlyendusersaresynchronized.

•Applicationusersarenotsynchronized.

UserpasswordsandCiscoUnifiedCommunicationsManagersettingsarestillconfiguredfromCiscoUnifiedCommunicationsManagerAdministrationandarestoredonhinIheCiscoUnifiedCommunicationsManagerdatabase.Therefore,thesesettingscannotbeconfiguredinLDAP.


LDAPIntegration:Authentication

4-11

LDAPauthenticationisusedtoauthentieateusersagainstIheIDAPdirectoryinsteadofhavingpasswordsthaiarestoredintheCiscoUnifiedCommunicationsManagerdatabase.

ttegration:Authentication

LDAPisusedforuserauthentication:

*UsersmustexistintheLDAPdirectory.

LDAPsynchronizationisnolmandatorybutIsrecommended

•Use'passwoKtearecotriigjiKdandstoi.^linLDAP,'ulyUw;rpas-swordsarcnetreplies!odtoilk;CiscoUnifiedCoriniiuiiic-aaorssMdiid'Xi!d;-itfib,i;;^andcannofbe-confiijusfedfrom0>><oUciliKiContmtiiiicfjficjiisMaikiyi.'i

-UserauthenticationisperformedagainstLDAPdirectoryFailsifLDAPdirectoryisnotaccessible

»UsersandtheirpersonalandorganizationaldataarestillstoredintheCiscoUnifiedCommunicationsManagerlocaldalabase

ReplicatedfromLDAPsynchronization(ifused)

LocallyconfiguredviaCiscoUnifiedCommunicationsManagerAdministrationifLDAPsynchronizationisnotused

CiscoUnified

Communications

Manager

VCorporateDirectory

Server

WithLDAPaulhenlication.CiscoUnifiedCommunicationsManagerauthenticatesusercredentialsagainstacorporateLDAPdirectoryasfollows:

•Whenthisfeatureisenabled,end-userpasswordsarenotslorediniheCiscoUnifiedCommunicationsManagerdatabase—theyarestoredintheLDAPdirector)'onh,

•PasswordsarenotreplicatedtotheCiscoUnifiedCommunicationsManagerdalabase.

LDAPsynchronizationisnolmandator)',butisrecommended.PersonaluserdatacanbemanagedinLDAPandreplicatedintotheCiscoUnifiedCommunicationsManagerdalabaseifLDAPsynchronizationisenabled.UserdatacanbemanagedandstoredlocallybvtheCiscoUnifiedCommunicationsManagerdatabaseifLDAPsynchronizationisnotenabled.CiscoUnifiedCommunicationsManageruserdatasuchasassociatedPCsorcontrolleddevicesarealwaysslorediniheCiscoUnifiedCommunicationsManagerdatabaseforeachindividualuser.Asaconsequence,theusemamemustbeknownintheCiscoUnifiedCommunicationsManagerdatabasetoassignCiscoUnifiedCommunicationsManagerusersettingstotheuser.Also,theusemamemustbeknownintheLDAPdirector)toassignthepasswordtotheuser.

IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v8.0)2010CiscoSystems.Inc.

mm

^1

*^^

LDAPAuthenticationFhissubtopicdescribesCiscoUnifiedCommunicationsManagerLDAPaudientication.

LDAPAuthentication

ManagementofuseraccountsisaccomplishedthroughthecentralLDAPdirectory.IdeallyusedwithLDAPsynchronization.~IfLDAPsynchronizationisnotused,anidenticaluseraccountmustbe

configuredinCiscoUnifiedCommunicationsManagerandLDAP.CiscoUnifiedCommunicationsManagerstillcontrolsend-userPINs.

ApplicationusersdonoluseLDAPauthentication.

IPTelephonyUsers

CorporateDirectory

Server

UsingCiscoUnifiedCommunicalionsManagerLDAPauthentication,themanagempntofuseraccountsisaccomplishedthroughacentralLDAPcorporatedirectory.Ideally,authenticationisusedwithLDAPsynchronization.

IfLDAPsynchronizationisnolused,anidenticaluseraccountmustbeconfiguredinCiscoUnifiedCommunicationsManagerdatabaseandLDAP.

CiscoUnifiedCommunicationsManageralwayscontrolsCiscoUnifiedCommunicalionsManagerconfigurationsettings,forexample:

•End-userPINs

•Deviceassociation

•CiscoExtensionMobilityProfile

•PresenceGroup

NoteApplicationusersdonotuseLDAPauthentication.


End-UserDataStorageLocationsThelableshowswhereuserdataarestoredwithoutLDAPintegration,whenusingLDAI'synchronization,andwhenusingLDAPauthentication.

4-110

NoLDAPLDAPLDAPIntegrationISynchronizationAuthentication

Personalandorganizationalsettings

UserID

FirstMiddle,andLastNameManagerUserID,DepartmentPhoneNumber,MaSID

LocalLDAP(replicatedLDAPtolocal)(replicated

tolocal)Of

Local

PasswordLocalLocalLDAP

CiscoUnifiedCommunicationsManagersettings

LocalLocalLocal

PIN,DigestCredentialsGroups,RolesAssociatedPCs

ControlledDevicesExtensionMobilityProfile,CAPFPresenceGroup,Mobility

|CiscoUniliaaCommunicationsManagerenduserdatastoragelocalionstorLDAPauthentication1

Asshowninthelable,withoutLDAPintegration,allend-userdataarestoredintheCiscoUnifiedCommunicationsManagerdatabaseandconfigured\iaCiscoUnifiedCommunicalionsManagerAdministration.

IIusingLDAPsynchronization,personalandorganizationalsettingsareconfiguredandstoredinLDAP.WhenCiscoUnifiedCommunicationsManagersuichronizesuiihtheLDAPserver,thedataisreplicatedtotheCiscoUnifiedCommunicationsManagerdatabase.1lowever,aslongasLDAPsynchronizationisenabled,thisdatacannotbemodifiedinCiscoUnifiedCommunicalionsManager.

UserpasswordsandCiscoUnifiedCommunicationsManagerconfigurationsettingsarestillconfiguredusingCiscoUnifiedCommunicationsManagerAdminislralionandsloredintheCiscoUnifiedCommunicationsManagerdatabase.

WhenusingLDAPauthentication,userpasswordsarecontrolledbytheLDAPdatabase.CiscoUnifiedCommunicationsManagerconfigurationsellingsarestillconfiguredusingCiscoUnifiedCommunicationsManagerAdministrationandstoredintheCiscoUnifiedComniunicationsManagerdatabaseonh,

NoteApplicationuserdataarealwayscontrolledbyCiscoUnifiedCommunicationsManagerAdministrationandstoredintheCiscoUnifiedCommunicationsManagerdatabase.

introducingCiscoVoiceandUnifiedCommunicalionsAdministration(ICOMM)v80©2010CiscoSystems,Inc.

LDAPIntegrationConsiderationsThissubtopicprovidesinfomiationaboutLDAPintegrationconsiderations.

LDAPIntegrationConsiderations

*Fullsynchronization:Pans

MicrosoftAD

-MicrosoftActiveDirectory2000,2003,and2008%•Incrementalsynchronization:

\ -NetscapeDirectoryServer4.xr

-iPlanetDirectoryServer5.1

-SunONEDirectoryServer5.24

•AllsynchronizationagreementsmustintegratewiththesameLDAPfamily(MicrosoftActiveDirectoryorNetscape,iPlanet,andSunONE).

f-CiscoUnifiedCommunicationsManagerusesstandardI LDAPv3toaccessdata.I•OneLDAPuserattributeischosentomapintothe%

CiscoUnifiedCommunicationsManagerUserIDfield.\ SanJose

MicrosoftAD

Dependingonthedirectoryserverthatisused.LDAPsynchronizationisperfomiedinoneofthefollowingways:

•Fullsynchronization:ThismethodisusedwithMicrosoftActiveDirectory.FullsynchronizationmeansthaiallrecordsarereplicatedfromtheLDAPdirectorv'totheCiscoUnifiedCommunicationsManagerdatabase.Inlargedeployments,thismethodcancauseconsiderableload;therefore,synchronizationtimesandjobsmustbecarefullyselected.

•Incrementalsynchronization:Thismethodisusedwithailothersupporteddirectoryservers.BecauseonlychangesarepropagatedtotheCiscoUnifiedCommunicationsManagerdatabase,thismethodrequiresfewerresourcesthanthefullsynchronizationmethod.

Allsynchronizationagreements(thesearepointerstoacertaindomainorsubdomainwithinanLDAPstructure)mustusethesamesynchronizationmethod.YoucannotmixsynchronizationagreementswithMicrosoftActiveDirectorv'andanyotherLDAPserver.

CiscoUnifiedCommunicationsManagerusesLDAPversion3.

OneLDAPuserattributecanbemappedtotheUserIDfieldofauserinCiscoUnifiedCommunicationsManagerandmustbeuniqueacrossallusers:forexample:

•sAMAccounlName

•uid

•mail

•TelephoneNumbcr


LDAPAttributesMappingfhissubtopicdescribesLDAPintegrationattributemappingwithCiscoUnifiedCommunicationsManager.

ttributesMapping

MappingLDAPdirectoryattributestoCiscoUnifiedCommunicationsManager:

•ThedataofthedirectoryattributethatismappedtotheCiscoUnifiedCommunicationsManagerUserIDmustbeuniquewithinallentriesforthatcluster.

•Thfcisnattribute(lastname;mustbepupulatedv,:t^dataotherwisethatrecoidwii1notbeimpo'ted

•Iftrieprimaryattributeusedduringimportofend-useraccountsmatchesanapplicationuser,thatuserisskipped.

•SomeCiscoUnifiedCommunicationsManagerdatabasefieldsprovideachoiceofdirectoryattributes:chooseonlyasinglemappingforeachfield.

WhenLDAPsynchronizationisperformed.LDAPdirector*altributesaremappedloCiscoUnifiedCommunicationsManagerattributes,fhedataofthedirector)'attributethatismappedtotheCiscoUnifiedCommunicationsManagerUserIDmustbeuniquewithinallentriesforthatcluster.

Thesnattribute(lastname)mustbepopulatedwithdata:otherwisethatrecordwillnotbeimported.

IfIheprimaryaltributcthatisusedduringimportofend-useraccountsmatchesanapplicationuser,thatenduserisskipped.Theend-useraccountinfomiationwillnotbeimportedintoCiscoUnifiedCommunicationsManagerdalabase.

SomeCiscoUnifiedCommunicalionsManagerdatabasefieldspro\ideachoiceofdirectoryattributes.Iheadministratorcanchooseonlyasinglemappingforeachfield.

4-112IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v8.0®2010CiscoSystems,Inc.

LDAPSynchronization:DataAttributesImportedThetableshowstheinformationthatisreplicatedfromLDAPtotheCiscoUnifiedCommunicationsManagerdatabaseandhowtheLDAPuserattributesmaptotheCiscoUnifiedCommunicationsManageruserattributes.

LDAPSynchronization:DataAttributesimported

CiscoUintieti

Communications

Manager

Usart)

FirstName

MiddleName

Manager10

Department

PhoneNumber

Mailid

MicrosoftActive

Director

sAMAccounlName

mail

8mp»y*«NumberletpftOneNumbetUserPfincipalNams

glvenName

middleName

Initials

manager

department

talephaneNumberipPhone

mail

sAMAccounlName

Netscape.iPlanel.SunONE

uid

mail

empioyeeNumbertelphonePtione

givenname

nlials

>•#.:'-manager

department

lelephonenumber

mail

uid

portedByCiscoUnifiedCommunicationsManagerusingLDAPsynchronization| IDataattributesim

ThedatathatCiscoUnifiedCommunicationsManagerimportsareallfromstandardLDAPuserattributes.Asshowninthetable,theattributesdifferbetweenthetwogroupsofLDAPservers.

ThesnattributeinLDAPmustbepopulatedwithdata;otherwisethatrecordwillnotbeimported.ThetableshowsthattheLDAPsnattributewillbemappedtotheCiscoUnifiedCommunicationsManagerdatabaseLastNameattribute.


SynchronizationAgreementsThissubtopicdescribessynchronizationagreements,whichspecifyadirectorysearchbase.

4-114

SynchronizationAgreements

Synchronizationagreementsspecifysearchbases:'WhenCiscoDirSyncisenabled,oneormoresynchronization

agreementscanbeconfigured.

•Anagreementspecifiesasearchbase,whichisapositionintheLDAPtreewhereCiscoUnifiedCommunicationsManagerwillbeginitssearch

CiscoUnifiedCommunicationsManagercanimportonlyenduserslhatexistintheareaofthedomainspecifiedinthesearchbase

*WhenusersareorganizedinastructureintheLDAPdirectory,usethatstructuretocontrolwhichusergroupsareimported

*Asynchronizationagreementcanbeusedtospecifytherootofthedomain,butthatsearchbasewouldimportalluseraccounts

Thesearchbasedoesnothavetospecifythedomainroot

Thesearchbasecanspecifyanypointinthetree

Asearchbaseisanareaofthedirectorythatshouldbeconsideredforthes\iichronization.Thisconsiderationisachievedbyspccifvingapositioninthedirector,treewhereCiscoUnifiedCommunicalionsManagerbeginsitssearch.

CiscoUniiiedCommunicationsManagerhasaccesstoalllowerlevels.butnottohigherlevelsofthesearchbase.

WhenusersareorganizedinastmctureintheLDAPdirector..administratorscanusethatstructuretocontrolwhichusergroupsareimported.Ifasingles\nchronizaiiotiagreementspecifiestherootofthedomain,allusersofthedomain(includingseniceaccountsandothers)willbesynchronized.Thesearchbasedoesnothavetospecif)thedomainroot.Thesearchbasecanspecifyanypointinthetree.

IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)vS.O©2010CiscoSystems.Inc,

mm

UserSearchBases

ThissubtopicdescribesLDAPusersearchbasesinsynchronizationagreements.

UserSearchBases

Twosynchronizationagreementsareused:•OnesynchronizationagreementspecifiesUserSearchBase

1andimportsusersjsmith.jdoe,andjbloggs.

•ThesecondsynchronizationagreementspecifiesUserSearchBase2andimportsusersjjones,bfoo,andthrown.No

SynchronizationAgreementfor

Servic

y*MMf®MSynchramzatit

Agreemenl1Synchronization

Agreemenl2

/

ou=Site2Users

"bfoo.thrown

\

alHft^E-

Thefigureshowsanexamplewiththreetop-levelorganizationalunits.Twooftheorganizationalunitsarespecifiedasusersearchbasesinsynchronizationagreements.

•ou-SiteIusers

•ou-Site2users

•ServiceAccounts

Twosynchronizationagreementsarerepresented:

•OnesynchronizationagreementspecifiesusersearchbaseIandimportsusersjsmith.jdoe,andjbloggs.

•Theothersynchronizationagreementspecificsusersearchbase2andimportsusersjjones.bfoo,andthrown.

TheCCMDirMgraccountisnotimportedbecauseitdoesnotresidewithinoneofthetwousersearchbases.

ThestructureinthisLDAPdirectorywasusedtocontrolwhichusersaresynchronized.Inthisexample,asinglesynchronizationagreementcouldhavebeenusedtospecifytherootofthedomain,butthatsearchbasewouldalsohaveimportedtheCCMDirMgruserlocatedunderServiceAccounts.

ToimportthedataintotheCiscoUnifiedCommunicationsManagerdatabase,thes\semperformsabindtotheLDAPdirectoryusingtheaccountspecifiedintheconfigurationastheLDAPManagerDistinguishedName.Readingofthedatabaseisdonewiththisaccouil.TheaccountmustbeavailableintheLDAPdirectoryforCiscoUnifiedCommunicationsManagertologin,anditisrecommendedthatyoucreateaspecificaccountwiththepermissiontoreadalluserobjectswithinthesubtreethatwasspecifiedbytheusersearchbase.

i2010CiscoSystems,Inc.EndpointandEndUserAdministration4-115

Thesynchroni/ationagreementspecifiesthefullydistinguishednameofthataccountsolhattheaccounimayresideoutsideofiheconfiguredsearchbases.an>wherewithinthedomain.

Intheexample.CCMDirMgristheaccountlhatisusedforthesynchronization.

ItispossibletocontroltheimportofaccountsbylimitingreadpermissionsoftheLDAPmanagerdistinguishednameaccount.Inthisexample,ifthataccountisrestricledtohavereadaccesstoou=Lngbutnottoou=Mklg.thenonlytheaccountsthatarelocatedunderEngwillbesynchronized.

Synchronizationagreementshavetheabilitylospecifymultipledirector,serverstoprovideredundancy.

4-116IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v8.0©2010CiscoSystems,Inc.

SynchronizationMechanismRachsynchronizationagreementisconfiguredwiththetimewhenthesynchronizationshouldbeginandaperiod(hours,days,weeks,ormonths)for^synchronization.Asynchronizationagreementcanalsobeconfiguredtorunonlyonce.

SynchronizationMechanism

Synchronizationmechanismcharacteristics:•Thesynchronizationagreementspecifies:

-Timeforsynchronizingtobegin

-Periodforresynchronizing(hours,days,weeks,months]

«Asynchronizationagreementcanalsobesetuptorunonlyonce.

*Synchionizationpiocesswhenenablingitthefirsttime:

1.AllexistingCiscoUnifiedCommunicationsManagerend-useraccountsaredeactivated.

2.LDAPend-useraccountsthatexistintheCiscoUnifiedCommunicationsManagerdatabase(nowdeactivated)areactivatedandsettingsareupdated(ifdifferentinLDAP).

3LDAPend-useraccountsthatexistinLDAPonlyareaddedtotheCiscoUnifiedCommunicationsManagerdatabase.

4DeactivatedaccountsarepurgedfromCiscoUnifiedCommunicationsManagerdatabaseafter24hours.

Thesynchronizationprocessisasfollows:

Step1Atthebeginningofihesynchronizationprocess,allexistingCiscoUnifiecCommunicationsManagerend-useraccountsaredeactivated.

Step2LDAPuseraccountsthatexistintheCiscoUnifiedCommunicationsManigcrdatabase(whicharenowdeactivated)arereactivated,andtheirsettingsanupdatedifthereareanychanges.Thisstepensuresthatupdatesarepropagated.

Step3LDAPuseraccountsthatexistinLDAPonlyareaddedtotheCiscoUnifiCommunicationsManagerdatabaseandactivated.Thisstepenablesnewprovisioned.

Step4DeactivatedaccountsarepurgedfromtheCiscoUnifiedCommunicationsdatabaseafter24hours.Thisstepenablesthe-safe"deletionofusers(seebelow).

tserstobe

Manager

Nole

atsly NoteAccountdeletionissafebecausedeactivatedaccountsarenotdeletedimmediuserisaddedbackintoLDAPwithin24hours,anaccidentallydeleteduserwiofitsparametersthatarestoredonlyintheCiscoUnifiedCommunicationsManagerdatabase(allCiscoUnifiedCommunicalionsManagersettingsandpassword,ifauthenticationisnotused).Iftheaccidentaldeletionisdiscoveredafter24hour;userisaddedbackintoLDAP,alluserparametersthatwerestoredinCiscoUniCommunicationsManagerarelostandmustbereconfigured

Ifthe

loseall

©2010CiscoSystems,Inc.

r)t

.DAP

andthe

ed

EndpointandEndUserAdministration4-117

LDAPCustomFilter

ThissubtopicdescribesIhcLDAPcustomfilter,whichissupportedbyCiscoUnifiedCommunicationsManager.AnLDAPcustomfillerfilterstheresultsofLDAPsearches.IDAPfiltersareappliedtoLDAPsearchdirectories.

"CiscoUnifiedCommunicationsManagersupportstheLDAPcustomfilter.

•FiltersareappliedtoLDAPdirectories

MaybeassociatedwithanyLDAPagreements

*Supportforuniquesearchfilters

FilterstheresultsofLDAPsearches

•LDAPusersthatmatchthefilterareimportedintotheCiscoUnifiedCommunicationsManagerdatabase.

-LDAPusersthatdonotmatchthefilterarenotimported.

»Afullsyncisrequiredwhenthefilterischangedforanagreement.

-Norestrictiononthenumberoffiltersthatcanbeconfigured

TheLDAPcustomfiltermaybeassociatedwithanyLDAPagreements(morethanoneifrequired),fhereisnorestrictiononthenumberoffiltersthatcanbeconfigured.

fheLDAPcustomfillersupportsuniqueusersearchbasefillers.

UsersintheLDAPdatabasethatmatchtheLDAPcustomfilterareimportedintotheCiscoIInifiedCommunicalionsManagerdatabase,whileLDAPusersthaidonotmatchthefilterare1101imported.

TheLDAPcustomfilterconfigurationmustcomplywiththeregularLDAPsearchfilterstandardsspecifiedinRFC4515.

AfullsyncisrequiredwhenIhefilterischangedforanagreement.

NoteItisrecommendedthatadministratorsverifytheLDAPsearchfilteragainsttheLDAPdirectorysearchbasebyusingtheIdapsearchcommand

4-118IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)«8.0©2010CiscoSystems,Inc.

LDAPCustomFilter(Cont.)

Customfilterassignedtosynchronizationagreement:•Synchronizationagreement1specifiesusersearchbase1.

•Customfiltermatchesou=Mktgandimportsonlyusersjdoeandjbloggs

«Userjsmithisnotimportedbecausethereisnofiltermatch.

NoFilterMatcl

SynchronizationAgreement1

CustomFilterMatch

TheexampleinthefigureshowsanLDAPsynchronizationagreementoforganizationalunitsiteIusersinthefollowingorganizationalunits:

•ou=Eng

•ou=Mklg

AnLDAPcustomfilterisusedtocontrolwhichusersareimportedfromtheusersearclbasesynchronizationagreement.

'fheLDAPcustomfillerprocessissummarizedasfollows:

•LDAPsynchronizationagreementIspecifiesou=SiteIUsers.

•Acustomfilterisassignedtoasynchronizationagreement.

•ThecustomfiltermatchesallusersinorganizationalunitMktg.

•LDAPsynchronizationoccursandimportsonlyusersjdoeandjbloggs(ou=Mktg)

•Userjsmithisnolimportedbecausethereisnofiltermatch.


LDAPSynchronizationConfigurationProcedureThissubtopicHslstherequiredstepsforenablingLDAPsynchronization.

LDAPSynchronizationConfiguration

1.ActivateCiscoDirSyncservice.

2.ConfiguretheLDAPsystem,

3.ConfiguretheLDAPdirectory.

4ConfiguretheLDAPcustomfilters.

TheLDAPsynchronizationconfigurationprocedureincludesthefollowingsteps:

Step1ActivateCiscoDirSyncser\ice.

Step2Configure(heLDAPsystem.

Step3ConfiguretheLDAPdirectory.

Step4ConfigureLDAPcustomfilers(optional).

NoteAdministratorsmustaddauserandassignadministratoraccessrightsinIheLDAPdirectoryserverforCiscoUnifiedCommunicationsManagerDirSyncaccesstotheusersearchbase.ThisconfigurationdependsontheLDAPdirectoryserverthatisused.

4-120IntroducingCiscoVoiceandUnifiedCommunicalionsAdministration(ICOMM|v80©2010CiscoSystems,Inc.

ActivateCiscoDirSyncServiceThissubtopicdescribeshowtoactivatetheCiscoUnifiedCommunicationsManagerDjrSyncservice.

ActivateCiscoDirSyncService

InCiscoUnifiedServiceability,navigatetoTools>ServiceActivation.

-SelectthepublisherserverandactivatetheCiscoDirSyncservice.

VerifyinTools>ControlCenter-FeatureServicesthattheCiscoDirSyncserviceisrunning.

Publisher

TheLDAPsynchronizationprocessisperformedbytheCiscoDirS>ncservice,whichisenabledthroughtheCiscoUnifiedServiceabilitywebpage.

NavigatetoCiscoUnifiedServiceabilityandchooseTools>SeniceActivation.DirSynccanbeactivatedonlyontheCiscoUnifiedCommunicationsManagerpublisherserver.'fheCiscoDirSyncservicehassomeserviceparametersthatcanbeconfiguredunderCiscoUnifiedCommunicationsManagerAdministrationbychoosingSystem>Sen-iceParameters.andthenselectingtheCiscoDirSyncservice.Theseserviceparametersincludethefollowing:•Maximumnumberofsynchronizationagreements

•Maximumnumberofhosts(directoryservers)

•Synchronizationtimers

12010CiscoSystems,Inc.EndpointandEndUserAdministratten4-121

LDAPSystemConfigurationThissubtopicdescribesLDAPsystemconfiguration.

•InCiscoUnifiedCommunicationsManagerAdministrationnavigatetoSystem>i.DAP-LOAPSystem

•CheckI.nablcsyncniwipinghoirs1f.'APServercheckbox.

•SelecttheLDAPServerType

•SelecltheLDAPattributefortheCiscoUnifiedCommunicationsManageruserID

'IIIII'II———

I©'

Plip'etupsunONE<SfcPSe'.e<Opp"Ticap

Microsoft*co,*OMclcr,«olsca

LDAPsynchronizationisenabledintheLDAPSjstemConliguralionwindow.

InCiscoUnifiedCommunicationsManagerAdministration,chooseLDAP>I.DAPSystem,andchecktheLnahleSynchronizingfromLDAPServercheckbox.

CiscoUnifiedCommunicationsManageradministratorsconfiguretheLDAPservertypeandtheLDAPattributethatshouldbemappedtotheCiscoUnifiedCommunicationsManageruserID.

LDAPserverlypeoptionsarethefollowing:

•MicrosoftActiveDirectory

•iPlanctorSunONLLDAPServer

aOpenLDAP

•MicrosoftActiveDirectoryApplicationMode

I.DAPattributeforUserIDoptionsarethefollowing;

•sAMAccounlName

•mail

•employceNumber

•telephoncNumber

•userPrincipalName

4-122IntroducingCiscoVoiceandUnifiedCommunicationsAdminislralion(ICOMM)v8.0©2010CiscoSystems.Inc.

ConfiguringLDAPDirectoryThissubtopicdescribestheLDAPdirectoryconfiguration.

ConfiguringLDAPDirectory

System>LDAP=•LDAPDirectory-*«~>'

AddLDAPloginanduseri®'."searctibase-»»(.

Configuredirectory,|^~synchronizationscheduleldap'iipp*anduserfieldstoLogin!tDai_psynchronize^^

DefineserverIPaddress'""""

ClickPerformFullSynchNowbutton

c2

'c4oKh><1^ni^-Miz-atlo*>

l£->

ConfigureCiscoUnifiedCommunicationsManagerforLDAPdirector)synchroni/atioiNavigateinCiscoUnifiedCommunicationsManagerAdministrationtoSystem>LD,LDAPDirectory.

Addanewsynchronizationagreementanddefinethesynchronizationscheduleandusetosynchronizeasfollows:

•LDAPlogin

•LDAPusersearchbase

•Selectuserfieldstobesynchronized

•DefineserverIPaddress(andportnumber)

•ClickFullSynchNow.

DAP>

fields

NoteAwarningwillbedisplayedindicatingthatallexistingendusersthatarenotfoundLDAPdirectorywillbedeleted.

ilthe

Administratorscanspecifyanorderedlistofuptothreedirectoryserversintheconfigthatwillbeusedwhenattemptinglosynchronize.Theserversaretried,inorder,untilcompleted,llnoneofthedirectoryserversresponds,thenthesynchronizationfails,buibeattemptedagainaccordingtotheconfiguredsynchronizationschedule.TheaccountthatCiscoUnifiedCommunicationsManagerusestoreadtheLDAPshouldbeconfiguredinthefollowingway:

•Adedicatedaccountthatisusedonlyforthispurposeshouldbecreated.

tjrationistis

itwill

tie

dircitorv

©2010CiscoSystems,Inc.EndpointandEndUserAdministratei4-123

•Iheaccountshouldbepermittedtoreadalluserobjectsthatarelocatedbelowtheusersearchbasesspecifiedinthesynchronizationagreements.

•I'hcpasswordoftheaccountshouldbesettonc\crexpire.

Synchronizationtimesshouldbesetlononbusinesshourslominimizeampotentialimpactlocallprocessingthatcouldbecausedbytheloadduringsynchronization.

Whenmultiplesynchronizationagreementsareconfigured,differentstartlimesshouldbesettoreducetheloadontheservers.

LnsurethaitheI.DAPdirectoryattributethatischosentomaptheCiscoUnifiedCommunicalionsManageruserID—forexample.sAMAecountNameoruid—isuniqueacrossallsynchronizationagreements.ItisalsoimportantloensurethaithenameisnotusedasinapplicationuserinsideCiscoUnifiedCommunicationsManager.

AvoidasinglepointoffailurebyconfiguringatleasttwoLDAPserversanduseIPaddressesinsteadofhostnamcsloeliminateDomainNameSystem(DNS)reliance.

"fheconnectionbetweentheCiscoUnifiedCommunicalionsManagerpublisherserverandthedirectoryservercanbesecuredbyenablingSecureLDAPonCiscoI.InifiedCommunicationsManagerandtheLDAPserver.SecureLDAPenablesI.DAPtobesento\eraSecureSocketsl.ayer{SSL).

AMicrosoftActiveDirectoryglobalcatalogserverenablessearchingforActiveDirector;objectsinanydomainintheforestwithouttheneedforsubordinatereferrals.

Userscanfindobjectsofinterestquicklywithoutha\ingtoknowthedomaininwhichtheobjectislocated.

Aglobalcatalogserverisadomaincontrollerthatstoresextrainformationloreverjobjectintheworldwidelistofdomains,insteadofonlytheobjectsinonedomain.TheglobalcatalogenablessearcheswithoutrequiringreplicationoftheentirecontentsofActiveDirectorytoeverydomaincontroller.

IntroducingCiscoVoiceandUnifiedCommunicalionsAdministration(ICOMM)vS.O©2010CiscoSystemsInc

LDAPAuthenticationConfigurationThissubtopicdescribesCiscoUnifiedComniunicationsManagerI.DAPauthenticationconfiguration.

LDAPAuthenticationConfiguration

InCiscoUnifiedCommunicationsManagerAdministration,navigatetoSystem>I.DAP>LDAPAuthentication

ConfiguretheLDAPauthenticationserver

DefinethesearchbaseforLDAPauthentication

TheLDAPauthenticationconfigurationprocedureincludesthefollowingsteps:

•AddaCiscoUnifiedCommunicationsManagerdirectoryuserandassignadministratoraccessrightsintheLDAPdirectory(thisconfigurationdependsontheLDAPdirectoryserverthatisused).

•ConfigureLDAPauthentication.

InCiscoUnifiedCommunicationsManagerAdministration,navigateloSystem>LDAP>LDAPAuthentication.ConfiguretheLDAPauthenticationserveranddefinethesearchbaseforLDAPauthentication.ActivatetheUseLDAPAuthenticationforEndUserscheckbox.

UseadedicatedaccountintheLDAPdirectory,whichisusedonlybyCiscoUnifiedCommunicationsManagerforthepurposeofinteractingwithLDAP.

AvoidasinglepointoffailurebyconfiguringatleasttwoLDAPservers,anduseIPaddressesinsteadofhostnamestoeliminateDNSreliance.

EndusersmustmanagetheirpasswordsfromwithintheLDAPdirector;'.

L.ndusersmustmanagetheirPINsfromCiscoUnifiedCommunicationsManagerUserwebpages.Alternatively,theCiscoUnifiedCommunicationsManageradministratorcanmanagePINsfromCiscoUnifiedComniunicationsManagerAdministration.

ApplicationusersarealwaysmanagedfromCiscoUnifiedCommunicationsManagerAdminislraliononly.


CiscoUnifiedCommunicalionsManageradministratorsshoulduseindividualend-useraccountswiththecorrespondingprivileges.BeawarethatloginswillfailiftheconnectiontotheLDAPserver(s)cannotheestablished.IftheconnectiontotheLDAPservercannotbeestablished,usethedefaultCiscoUnifiedCommunicationsManageradministratoraccouni(applicationuseraccouni)thatwascreatedduringCiscoUnifiedComniunicationsManagerinstallation.

WhenenablingLDAPauthenticationwithMicrosoftActiveDirectorv.itisrecommendedtoconfigureCiscoUnifiedCommunicationsManagertoqueryaMicrosoftActiveDirectorvglobalcatalogserverforfasterresponsetimes.Toenablequeriesagainsttheglobalcatalog,simplyconfiguretheLDAPServerInfomiationintheLDAPAuthenticationpagetopointtotheIPaddressorhostnameofaDomainControllerthathastheglobalcatalogroleenabledandconfiguretheLDAPportas3268.

NoteTheglobalcatalogiscreatedautomaticallyontheinitialdomaincontrollerofaMicrosoftActiveDirectoryforest.Itstoresafullreplicaofallobjectsinthedirectoryforitshostdomainandapartialreplicaofallobjectsthatarecontainedinthedirectoryofeveryotherdomainintheforest.Thereplicaispartialbecauseitstoressome,butnotall,ofthepropertyvaluesforeveryobjectintheforest.Theglobalcalalogperformstwokeydirectoryroles.First,itenablesnetworkloginbyprovidinguniversalgroupmembershipinformationtoadomaircontrollerwhenaloginprocessisinitiatedSecond,itenablesfindingdirectoryinformationregardlessofwhichdomainintheforestactuallycontainsthedata.Formoreinformationregardingtheglobalcatalog,refertohttp7/www.microsoftcom.

4-128IntroducingCiscoVoiceandUnifiedCommunicationsAdministration(ICOMM)v80©2010CiscoSystems,Inc.

LDAP Synchronization User AttributesChoose User Management > End User. Clicking an active user opens the configuration pageofthe particular user.

LDAP Synchronization User Attributes

Aad and delete (unctions are disabled for end users (LDAP controlled)

Personal user settings such as user ID, names, manager, etc. are read-only

Configured in LDAPand replicated to Cisco Unified Communications Manager

Password and Cisco UnifiedCommunications Manager settings are stillconfigurable

PIN, associated PC. digest credentials, etc

D•^?,.",3iJl'e3

Administrators cannot change the usemame andpersonal or organizational settings ofthe user.These settings arecontrolled from LDAP. However, they canmodify thepassword and CiscoUnified Communications Manager settings such as PIN,digest credentials, and associated PC.

4-126 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ) 2010 Cisco Systems, Inc.

LDAP Synchronization VerificationThis subtopic describes how to verify LDAP synchronization.

LDAP Synchronization Verification

Navigate to Use1 MarirXK-^iCFil • End lifer and click! ind

The synchronized users are marked as being Active

Example new user jbloggs is added from LDAP synchronizationInactive users were configured on Cisco Unified Communications Managerbut not m the LDAPdirectory, and willbe deleted after 24 hours.

LDAP Synchronization

To \erify LDAP svnehronization. check the Cisco Unified Communications Manager end-userdatabase.

Navisate to User Management > Lnd User and click Find. The synchronized users ha\e theword Active in the LDAP Svnc Status field.

In the example above, a new user jbloggs isadded from LDAP synchronization and is markedas Active.

Inactive users were configured onCisco Unified Communications Manager bul nol in theLDAP directorv and will be deleted after 24 hours.

Note Administrators cannotadd ordelete users inthe CiscoUnified Communications ManagerEnd User windowwhen the user is configured to use LDAP synchronization.

) 2010 Cisco Systems, IncEndpoint and EndUserAdministration 4-125

LDAP Authentication Verification

Thissubtopic describes how to verify LDAP authentication.

LDAP Authentication Verificati

Password is now administered in the LDAP server

- Singlelogin forcorporate network and Cisco Unified Communications ManagerAbility toconfigure personal and organizational user data dependsonthe use ofLDAP synchronization

Cisco Unified Communicalions Manager settings are locally configured

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14ta •*>*••* b^Mv Vn uw Aieavi h]

To verity' LDAP authentication, check theCiscoUnified Communications Manager end-userdatabase. Navigate to User Management > End User. The administrator cannotchangethepassword of endusers in CiscoUnified Communicalions Manager. Thepassword setting iscontrolled using LDAP authentication.

The abilityto changethe usemameand personalor organizational settingsdepends on the useof LDAP synchronization and is independent of LDAP authentication. Regardless of the use ofLDAPintegration. Cisco Unified Communications Managersettingssuch as PIN.digestcredentials, and associated PC. can be changed.

In the example in the figure, a userjdoe is added from LDAP synchronization and is marked asActive. The password and user personal fields do not allow changes in Cisco UnifiedCommunications Manager. Attributes such as the PIN and associated PC may be changed usingCisco Unified Communications Manager.

Note Administrators cannot add or delete users in the Cisco Unified Communications Manager

End User window when Cisco Unified Communications Manager is configured to use LDAP

synchronization.


LDAP Custom Filter

fhis subtopic describes how lo define LDAP custom filters.

LDAP Custom Filter

Define I DAP custom filters

Filter musl be within parentheses ( |

Apply LDAP custom filler to I DAP directory search base

Perform a full synch after applying or changing an LDAP filter

Only users malching the filter will be active, all others will be inactive

In Cisco Unified Communications Manager Administration, navigate to System > I.DAP >LDAP Custom Filters. Define the LDAP custom filters parameters. Each filler must beassigned a unique Filter Name and the filter matching criteria must be entered. The filter mustbe within parentheses ( ).

Once created, the LDAP custom filter can be applied to one or more LDAP directory searchbases. Make sure thai you perform a full synch after applying or changing an I.DAP customfiller.

Only I.DAP users malching the I.DAP custom filter will be active. All others will be inactive.

hxamples of search filters are as follows:

• (cn=John Doe)

• (!(cn-John Doe))

• (&(objectClass-Person)((sn-Doe)fcn=.lohnD*)H

• (sn-b*>

Note For more information on LDAP custom filters, see RFC 4515, LDAP String Representation

of Search Filters.

4-130 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 12010 Cisco Systems, Inc.

LDAP Custom Filter VerificationThis subtopic describes how to verify LDAP custom filters.

LDAP Custom Filter Verification

• Verify lhat the LDAP custom filter permits only selected end-user entries from thedirectory search base.

- Besure that synchronization is complete.• Example shows results for LDAP cuslom filler permitting all surnames starling with

"b"

(sn=b')• Surname "bloggs" isactive. Surnames noj^sjartn^wth^a^

SynchLing S»rvh ^mM"'"

/UserlD (Dioqgs Aasvs

The administrator must perform afull synch after applying or changing an LDAP custom filter:• Navigate to System >LDAP >LDAP Directory in Cisco Unified Communications

Manager Administration. Click Perform Full Synch Now.. Be sure that synchronization is complete. Clicking the Perform Full Synch button displays

Cancel Synch Process during synchronization.

After IDAP svnchronization. only users matching the filter will be active; all others will beinactive. Verify that the LDAP custom filter permits only selected end-user entries from thedirectory search base.

The example in the figure shows results for LDAP custom filter (sn-b*) permitting allsurnames starting with "b". The surname "bloggs" is active. Surnames not starting with "b areinactive.

12010 Cisco Systems, IncEndpoinland EndUserAdministration 4-131

Implementing End Users in Cisco UnifiedCommunications Manager Express

This lopic describes the implementation of end users in Cisco Unified CommunicationsManager l:\press.

Cisco Configuration Professioi

Cisco ConfigurationProfessional provideseasy user management.

Add, edit, delete

Interactive search usingall displayed fields

User ID. Extension,Last Name, etc

fhe svstem administrator can configure user settings by defining auser. Users can beassociated with an IP phone, extensions, and optionally amailbox.

An interactive search tool prov ides an instant display ofsearch results as search text is enteredThe administrator can enter search test for any ofthe displayed fields as follows:

User ID

Lx ten si on

Last Name

First Name

Displav Name

Phone Tvpe

MAC Address

4-132 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8,0 )2010 Cisco Systems, Inc.

User DirectoryThis subtopic describes the Cisco Unified Communications Manager F.xpress user directory.

User Directory

• The Directories buttondisplays local Cisco Unified CommunicationsManager Express directory information.

User Dtrectoiy Lookup

Thelocal Cisco Unified Communications Manager Express directory information ispopulatedby the ephone-dn name command. Users can access the local directory by using the Directoriesbutton on an IP phone.

The system administrator can define the order in which the names ofusers are displayed in thelocal directory using the directory command in telephony service configuration mode.! hefollowing two options are available:

• first-name-first last-name-first

2010 Cisco Systems. Inc Endpoint and End User Administration 4-133

SummaryThis topic summarizes the kev points that were discussed in this less

Summary

1End users can be configured locally inthe Cisco UnifiedCommunications Manager database. Alternatively,administrators may choose tosynchronize with the corporateLDAP server using LDAP synchronization. The LDAPauthentication feature provides password authentication fromthe LDAP server.

Cisco Unified Communications Manager Express supportsend-user configuration via the command-line interface or theCisco Configuration Professional.

Ihis lesson covers end-userimplementation optionsin Cisco Unified CommunicationsManager and Cisco Unified Communicalions Manager Express.

References

For additional infomiation. refer lo these resources:

• Cisco L!nified Communications Svstem 8.x SRND on Cisco.com:

https:,7ww w.cisco.conv,cn/US/docs/\oice_ip_comii)/cucm/srnd/8x/uc8x.html.

• Cisco Unified Communications ManagerExpress Command Reference on Cisco.com:htlp://\\\\\\.cisco.com'en/US/does/voiee ip_conim/cucme/command/refcrcnce/cme cr.html.

• Cisco Unified Communications Manager Express System Administrator Guide:http:'.'www.cisco.com/cn'L'S/docs/voitx^ip^omni/cucme/admin/configuration/guide/cmeadm.html.

• RFC 4515. Lightweight Directory Access Protocol (LDAI'}: String Representation ofSearch Filters.

4-134 Introduang Cisco Voice and Unified CommunicationsAdministration (ICOMMI v8.0 © 2010 Cisco Systems, Inc

Module Summary"fhis topic summarizes the key points that were discussed in this module.

Kef

Module Summary

Registration ofIP phonesina Cisco Unified CommunicationsManagerand Cisco Unified Communications ManagerExpress environment relies on the DHCP andTFTP services.CiscoConfiguration Professional provides a graphical userinterface to configure Cisco UnifiedCommunicationsManagerExpress. Cisco Unified Communications Managerendpoints are configured usingCisco UnifiedCommunicalions Manager Administration.

Cisco Unified Communications Manager and Cisco UnifiedCommunicationsManager Express end users are stored inthe application database and listed in the local directory.End users can be configured locally inthe Cisco UnifiedCommunicationsManager database or synchronized with thecorporate LDAP server.

Thismodule describes howto perform endpoint andend-user administration tasks in CiscoUnified Communications Managerand Cisco Unified Communications ManagerExpress.

erences


• Cisco Unified Communications Manager DocumentationGuide for Release 8.0(2) at:hltp://w ww.ciseo.com/cti/US/does/voicejp_comni/cucm/docguide/8_0_2/dg802.html.

• Cisco Unified Communications ManagerExpress 8.0 Supported Firmware. Platforms.Memory, and Voice Products at:http://wwv\ .cisco.com/en/US/docs/voicc_ip_comm/cucmc/rcquirements/guidc/cme80spc.htm.


L

L

L

L

1

J

J

J


Ql) In a Cisco Unified Communications Manager IP phone implementation, voice and data

VLANs provide security and allow for QoS implementation. Where docs theadministrator configure the VLANs on the IP phones? (Source: Understanding

Endpoint Characteristics and Configuration Requirements)

A) in Cisco Unified Communications ManagerR) in the Cisco IOS router without Ethernet portsC) in the DHCP server

D) in the Cisco Catalyst switch

Q2) Troubleshooting IP phone registration problems can be divided into main areas of

failure. Match the source to the key area of failure. (Source: Understanding Endpoint

Characteristics and Configuration Requirements)

A) DHCP server

B) Cisco Catalyst switchC) Cisco Unified Communications ManagerD) TFTP server

1. provides IP phone registration services

2. provides IP configuration parameters for the IP phone

3. provides configuration parameters for the IP phone

4. provides IP phone power

Q3) Which Cisco Linified Communications Manager configuration element is used to

define the Date and Time Group. Cisco Unified CM Group, Regions, and Locations

settings for IP phones? (Source: Understanding Endpoint Characteristics andConfiguration Requirements)

A) common phone profileII) device poolC) softkey templateD) phone button template

Q4) In Cisco Unified Communications Manager Express, which of the following definesthe extension number for an IP phone that is using SCCP? (Source: UnderstandingEndpoint Characteristics and Configuration Requirements)

A) ephoneB) ephone-dnC) voice-register poolD) voice-register dn

© 2010CiscoSystems,Inc. Endpoinland EndUserAdministration 4-137

Q5) When adding IP phones manually in Cisco Unified Cominuiiicalions Manager, whichthree mandatory fields do not have automatically assigned default values? (Choose

three.) (Source: Understanding Endpoint Implementation Options)

A) Location

R) Device Pool

C) Device Securitv Profile

D) Common Phone Profile

F) MAC Address

F) Presence Group

Q6) \\ hat is the default one-timc login when configuring Cisco Unified Communications

Manager Express for the first time, using the configuration that is provided with Cisco

Configuration Professional? (Source: Understanding Endpoint Implementation

Options)

A) usemame cisco and password ciscoB) usemame admin and password ciscoC) usemame ccp and password ciscoD) usemame ccpadmin and password cisco

Q7) Which Cisco (Inified Communications Manager feature allows users lo log into anv IP

phone and get their individual user-specific phone configuration applied to the phone?(Source: Understanding End-User Characteristics and Configuration Requirements)

A) Cisco ('nified MobilityB) Mobile Connect

C) Mobile Voice Access

D) Cisco Extension Mobility

Q8) fhe Cisco (inified Communications Manager Express GUI provides three levels ofaccess: svstem administrator, customer adminislrator, and IP phone user. (Source:

Understanding End-User Characteristics and Configuration Requirements)

A) true

B) false

Q1)) Which ofthe following options is besl suits an organisation lhat wants users lo usetheir Microsoft Active Director; login for Cisco Unified Communications Manager?(Source: Understanding End-User Implementation Options)

A) manual configuration using Cisco Unified Communications ManagerAd mini strati on

B) bulk configuration using Cisco Unified Communications Manager BATC) LDAP sv nehroni/ationD) I.DAP authentication

QIO) Which ephone-dn command generates a local directory entry inCisco UnifiedCommunications Manager Express? (Source: Understanding End-User Implementation

Options)

A) usemame

B) label

C) name

D) directorv entry

4-138 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc

WJodule Self-Check Answer Keyon D

02) l-C.2-A.3-n.4-B

Q->) B

Q4) B

05) B, C. E

06) A

07) D

Q8) A

09) D

QIO) C

201) Cisco Systems, inc.Endpoinland End UserAdministration 4-139

Module 5

Enablement of End UserTelephony and MobilityFeatures

Overview

Cisco Unified Communicalions Manager and Cisco Unified Communications Manager Expresssupport a wide range oftelephony features for call coverage. Additionally. Cisco ExtensionMobility allows end users to use their personal directory number on any Cisco ExtensionMobility-enabled IP phones. The mobility feature extends business call coverage features loremotedestinations, forexample, mobiledevices.

Module ObjectivesUpon completing this module, you will be able to describe the telephony features supported inCisco Unified Communications Manager and Cisco Unified Communications ManagerExpress. This ability includes being able tomeet these objectives:

• Explain the Cisco Extension Mobility feature and its advantages, drawbacks, andarchitectural integration in Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express

• Describe how toenable telephony features for end users in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express

• Describe the characteristics ofmobility features inCisco Unified CommunicationsManager and Cisco Unified Communications Manager Express

• Describe how toenable mobility features for end users in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express

5-2nicalions Administration (ICOMM) v8.0Introducing CiscoVoice and Unified Commu


Lesson 1

Understanding TelephonyFeatures

OverviewCisco Extension Mobility allows users in CiscoUnified Communications Manager or CiscoUnified Communications Manager Express to usedifferent IPphones, regardless of theirlocation, with their own settings and personal directory number. Many businesses havedepartments thatwork as groups to handle inbound calls from customers. Thesebusinessestypically need several phone lines and a method tomake the lines work together so that if onerepresentative is busy ornotavailable, the call can beanswered byother members of the groupor forwarded to another number or voice mail, fhis can be done with call pickup groups, huntgroups, or shared lines. CiscoUnified Communications Manager and Cisco UnifiedCommunications Manager Express have a wide rangeof call coverage features to ensure thatincoming calls can beanswered, the line states of directory numbers can be monitored, andcalls between end users can be handled.

Objectives(Jponcompleting this lesson,you will be able to describe telephony features supported in CiscoUnified Communications Manager and Cisco Unified Communications Manager Express. Thisability includes being able to meet these objectives:

• Explain the Cisco Extension Mobility feature and its advantages, drawbacks, andarchitectural integration in Cisco Unified Communications Manager

• Explain call coverage and its advantages, drawbacks, and architectural integration in Cisco(inified Communications Manager

• Explain the intercom functionality and its advantages, drawbacks, and architecturalintegration in Cisco Unified Comniunications Manager

• Explain native Cisco Unified Communications Manager presence and its advantages,drawbacks, and architectural integration in Cisco Unified Communications Manager

• Explain the features Cisco Extension Mobility, call coverage, intercom, and presence inCisco Unified Communications Manager Express

Cisco Extension Mobility in Cisco UnifiedCommunications Manager

This topicdescribes ihe Cisco Extension Mobility feature in Cisco Unified CommunicationsManager.

5-4

Cisco Extension Mobility

Allows users to log in to any IP phone and have their individualuser-specific phone configuration applied.

At login, the IP phone configuration is updated with parametersstored in the device profile of the user

Implemented as a phone service It works within or across clusters.

HQ Site 1Roaming UserLogin and PIN

WAN

M3in-HQ2

HQ Site 2

*-.,.

Login User A

Daiectoiy NumberUser Locale

Button TempiateSoftkey Tempi pie

The Cisco Extension Mobility feature allows users to log in to any IP phone and have theirindividual user-specific phone configuration applied to the phone they are using. Users arereachable al their personal extension regardless of their location and the physical phone theyuse.

Cisco Extension Mobility is implemented as a phone service and traditionally works within aCisco Unified Communications Manager cluster. Cisco Extension Mobility Cross Cluster(EMCC) support was introduced with Cisco Unified Communications Manager version 8.0.

Cisco Extension Mobility allows users to log in to any phone and get their individual user-specific phone configuration applied to the phone that they arc using. Thus, users can bereached al their personal directory number, regardless ofthe location or physical phone.

The user-specific configuration is stored in device profiles. After successful login, the phone isreconfigured wilh user-specific parameters; other (device(-specific parameters remain thesame. If a user is associated with multiple device profiles, the user must select the deviceprofile to be used. If a user logs in wilh a user ID that is still logged in at another device, one ofihe following options can be configured:

• Allow multiple logins: When this method is configured, ihe user profile is applied to thephone where the user is logging in and the same configuration remains active at the devicewhere the user logged in before. The line numbers become shared lines as they are activeon multiple devices.

• Deny login: In this case, the users get an error message. Eogin is only successful after theuser logged out at the other dev ice where ihe user logged in before.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

r ••

•^

• Auto-logout: Like deny login, this option also ensures that a user can only be logged in alone device at a time. However, it allows the new login by automatically logging out theuser at the other device.

Ona phone that is configured forCiscoExtension Mobility, citheranother device profile (forexample a logout device profile) can beapplied or theparameters as configured at the phoneare applied. The logout itselfcanbe triggered by the useror enforced by thesystem afterexpiration of a maximum login time.

User-specific, device-level parameterconfiguration includes the following:

User music on hold (MOH) audio source

Phone button template

Softkey template

User locale

Do Not Disturb (DND)

Privacy settings

Service subscriptions

Dialing Name, and so on

i 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features

Cisco Extension Mobility Login ProcessThis subtopic describes the Cisco Extension Mobility feature login process,

Cisco Extension Mobility Login Process

User presses the services button onan IP phone and selects the CiscoExtension Mobility service

The user is authenticated by user IDand PIN

After successful authentication,Cisco Extension Mobility selects thedevice profile associated with theuser (prompts user to select ifmultiple associations exist)

The IP phone configuration isupdated with the configurationparameters from the device profile.

The IP phone resets and loads theupdated configuration. Cisco Unified

Communications

Manager Database

When a phone user wants to log in to a phone, the following sequence of events occurs:

• The user presses the Services button on the phone and selects the Cisco E.xlension Mobilitysen ice from the list of phone services available at the phone.

• The Cisco Extension Mobility service requires the user to log in by user ID and PIN. Theuser enters the required data.

• Ifthe entered user ID and PIN are correct. Cisco Extension Mobility selects the deviceprofile that is associated with the user.

• Cisco Unified Communications Manager updates the plione configuration with the settingsofthe selected dev ice profile. User-specific device-level parameters, lines, and other phonebuttons are updated with user-specific settings.

• 'fhe IP phone is reset and loads the updated configuration.

Users can now utilize the phone as if they were using their own phone al their home location:directorv' numbers, speed dials. Message Waiting Indicator (MWI).and other settings are allcorrect, regardless ofthe location and the IP phone that is being used.

Users can logout of Cisco Extension Mobility by pressing the Services button and choosingLogout in theCisco Extension Mobility service. If users donot logout. ihe system willautomaticallv log them out after the expiration ofthe maximum login time (ifthe appropriateService Parameter has been configured accordingly).

The user is also automaticallv logged out of a phonewhenthe user logs intoanotherphone andCisco Unified Communications Manager is configured for auto-logout on multiple logins.Another option is that ihe current userofthe phone logs oula previous user. Thecurrent usercan then log inand update the phone with their personal settings. After logout. Cisco UnifiedCommunications Manager reconfigures the phonewith eitherthe standard configuration oftheIP phone or another device profile.

5-6 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM| v8 0 © 2010 Cisco Systems, Inc

Note Ifa user is associated with more than one device profile, all associated profiles aredisplayed andthe user must selectthedesired profile, Auser may be assigned multipleprofiles so that separate profiles are available ona per-site basis. This procedure iscommonwhen the traditional approach is usedto implement calling searchspaces (CSSs), CiscoExtension Mobility only updates the line configuration (including the line calling searchspace)butnotthe device calling searchspace. In orderto allow the selection ofa localgateway, a different (line) calling searchspace must be applied per site. In sucha scenario,the user selects a site-specificdevice profile that differsfromthe device profile that is usedat other sites in its line CSS. The line calling search space of such site-specific profiles givesaccess to routepatternsthat routepublic switched telephonenetwork (PSTN) callsto theappropriate (local) gateway.

) 2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features 5-7

Cisco Extension Mobility Default Device ProfileThis subtopic describes the Cisco Extension Mobility Default Device Profile.

5-8

Cisco Extension MobiliiProfile

Default Device Profile:

• Used when a user-specificdevice profile does notmatch

* Which parameters aremoved from the DefaultDevice Profile?

Phone Button Template

Softkey Template

Audio Sources

User Locale

Privacy and DNDsettings

Subscribed Services

| *EM - Cisco Extension Mobility

Administrators can configure each IP phone lo support Cisco E.xlension Mobility by using thedefault dev ice profile. This procedure allows users who do not have a user device profile for aparticular IP phone to use Cisco Extension Mobility with that phone.

A device profile defines the attributes ol a particular device. A device profile includesinfomiation such as the phone template, user locale, subscribed services, and speed dials.

The dev ice profile is not associated with a physical phone. It includes all the properties of adev ice except those that arc explicitly lied lo the device, such as MAC address or directoryURE. When a dev iee profile has been loaded onto a device, the device adopts the attributes ofthat device profile.

When a user logs in to a phone that is configured for Cisco Extension Mobility and the user hasa user device profile that is configured for thai phone, ihc user device profile replaces theexisting configuration ofthe device. When a user logs out. the logout profile replaces the userdevice profile.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Call Coverage in Cisco Unified CommunicationsManager

This topic describes call coverage in Cisco Unified Communications Manager. Thediagrampresents different call forward options.

Call Forward Options

Users and administrators can define different call forward

options;

• Set on the directory number configuration pages.

• Call forward all can be set on the IP phone.

• Call forward permissions can be restricted with calling searchspaces.

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TTie Cisco Unified Communications Manager supports different types of call forwarding:

• ('all Forward All (C'FA): CEA means that al! calls are forwarded unconditionally. CEAcan be configured by the phone user from either the user web page or at the phone itself. IfCEA is configured, the call is forwarded immediately without ringing the originally dialedphone. For CEA. a primary and a secondary CFA can be configured, which can be linkedtogether in a manner similar to a device and line calling search space. Eor all call forwardscenarios, the corresponding call forward calling search spaces are used; line and devicecalling search spaces are ignored. Therefore, ifthe system uses partitions, it isrecommended to always set call forward calling search spaces. If call forward callingsearch spaces are not used, forward operations are likely to fail.

• Call Forward Busy (CFIJ): CEB fonvards calls that are received while the IP phone is inuse with another call. CEB can be configured by the administrator in Cisco UnifiedCommunications Manager Administration or by the phone user from the user web page.The settings in this row of fields specify the forwarding treatment for internal calls to thisdirectory number ifthe directory number is busy and the busy trigger setting is reached.The call forward busy trigger determines how many active calls exist on a line before thecall forward busy setting gets activated. Cisco Unified Communications Manager allowsvou to define different call forward destinations based on whether the call is internal or

external.

) 2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features

• ("all Forward No Answer (CFNA): CFNA forwards calls ifthe call is not answeredwithin a specified amount of time. CFNA can be configured by the administrator in CiscoUnified Communications Manager Administration or by the phone user from the user webpage. The Cisco Unified Communications Manager allows you to define difierent callforward destinations based on whether the call is internal or external.

• Call Forward No Coverage (CF1NC): CENC forwards calls when a user forwards calls toa hunt pilot and the hunt pilot is temporary not available CENC also forwards a call if ilcannot be answered bv a member of a line group. In the Hunt Pilot configuration settings,use the Personal Preferences Destination fields to enable the CENC destination for the

original called number that forwarded the call to the hunt pilot. 'Fhe Cisco UnifiedCommunications Manager allows you to set different call forward settings for internal andexternal calls.

• Call Funvaru* un CTI Failure: fhis field applies only to computer telephony integration(CTI) route points and CTI ports. The settings in this row specify the forwarding treatmentfor external calls to this CI'l route point or CTI port ifthe CTI route point or CTI port fails.

• Call Forward Unregistered (CFUR): CEUR applies when no device with the configureddirectorv number has registered successfully to the Cisco Unified CommunicationsManager: for example, when a device al a remote office looses the WAN connectivity.

• No Answer Ring Duration: Used in conjunction with CFNA destination, this field sets thetimer for how long the phone will ring before it is forwarded. Leave this setting blank touse the value lhat is set in the Cisco CallManager Service parameter Forward No AnswerTimer. The default is 12 seconds.

Note When the voice mailbox is checked, Cisco Unified Communications Manager ignores the

settings in the Destination box and Calling Search Space fields.

5-10 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O © 2010Cisco Systems, Inc.

Shared Lines

This subtopic describes shared lines in Cisco Unified Communications Manager.

Shared Lines

Same directory number configured on multiple IP phones.

All IP phones will ring at the same time ifthe directory number iscalled.

The call can be taken from any of the IP phones. All other IP phonesstop ringing when the call is answered.

All users with directorynumber 1000 can

answer Ihe call.

1000

User A dialed directorynumber 1000

UserB

User AUserC

1000

UserD

1000

A shared line is implemented by assigning Ihe same directory number to multiple phones in thesame partition. Ifthe number is called, all phones that are configured with this shared finedirectorv number will ring. The first user that accepts the call is conneclcd to the caller and allother phones stop ringing.


Shared Lines with Barge and PrivacyThis subtopic describes shared lines wilh the Barge and Privacy features.

Shared Lines with Barge and Privacy

• With the Barge feature, users can add themselves to anactive call on a shared line.

• There are two ways to use barge functionality:

The Barge softkey uses the built-in conference bridge.

cBarge uses a conference bridge (media resource),

* Privacy prevents other users on a shared line from viewingcall information or from barging into the call.

fhe Barge feature allows a userto be added to a remotely active call thai is on a shared line. Anactive call on a shared line is an active (connected) call that is made to or from another devicethat shares a directorv number with Ihe line. Barge supports this type of remote-in-use call.

Phones support Barge in two conference modes:

• Huilt-in conference bridge at Ihc target device (the phone that is being barged): fhismodeuses the Bargesoftkey. This tvpe of bridgedoes not utilizethe Cisco IP Voice MediaStreaming Application and is limited to three streams.

• Shared conference bridge: This mode uses the cBargesoftkey. This type of bridgeusesthe Cisco IP Voice MediaStreaming Application and is only limited by the conferencebridge being used for a conference.

Bv pressing the Barge orcBarge softkey in the remotc-in-use call state, the user isadded to thecallwith all parties, andall parlies receive a barge beep tone (if configured). If Barge fails, theoriginal call and status remain active. Ifnoconference bridge isavailable (built-in orshared),the Barge request is rejected anda message displays at the barge initiator device.

Note The built-in conference bridge is not available on all IP phones.

With Ihe Privacv feature, administrators can enable or disable the capability of users withphones that share the same line (directory number) to view call status and to barge the call.Administrators enableor disable Privacy for each phoneor globally in the serviceparameters.

Introduang Cisco Voice and Unifed Communications Administration (ICOMM) vB.O © 2010 Cisco Systems, Inc.

Call PickupThis subtopic describes the Call Pickup feature.

Call Pickup

Each pickup group is identified by a unique pickup group number.

Each phone line can be a member of one pickup group.

Allows users to pick up incoming calls within their own group.

Cisco Unified Communicalions Manager automatically dials the configuredcall pickup group number when a user presses Ihe PickUp softkey.

Call Pickup Group

1 Calls User C with

extension 1002

4. User B and D can

answer the call.

3. User B and D

are notified.

2. User C cannot

answer the call.

Cisco Unified Communications Manager allows multiple lines to be grouped into pickupgroups. Each pickup group is identified by a unique pickup group number, which is part ofthecall routingtabic in Cisco Unified Communications Manager. A phoneline can be assigned toone pickup group.

If a phoneringsbut there is nobody to answer the call, anotheruser can pick up the call by-usingthe Call Pickup feature ifthe ringingphoneis in the samepickupgroup as the phoneofthe userwhowants to pickupthecall.Theadministrator candefine when otherCall Pickupgroup members are notified aboutan incoming call in theirCall Pickup group. Additionally, thenotification type can be modified to allow audible and visual notifications. Within the samegroup, the longest alerting call (longest ringing time) is picked up first if multiple incomingcalls occur in the group.


Directed and Group Call PickupThis subtopic describes the Directed Call Pickup and Group Call Pickup features.

Directed and Group Calf Picks

Allows users to pick up incoming calls from another group.

After pressing the GPickUp button, users must enter the appropriatepickup group number.

Directed Call Pickup allows users to pick up a call from otherphones by pressing the GPickUp softkey and entering the directorynumber

Call Pickup GroupNumber 4000

Call Pickup Group

Number 5000

Users can also pickup calls from groups where thedirectory number is nota member ofthegroup ofthe ringing phone. Theusercan use the (iroup Call Pickup feature to pickupthecall.When a user inv okes the Ciroup Call Pickup feature by pressing the corresponding sofikev. theuser must enter the pickup group number ofthe ringing phone inorder topick upthe call. Withthesame softke;'. a usercan invoke Ihe Directed Call Pickup feature by pressing theGPickUpsofikev andenteringthe directorv numberofthe ringingextension.

5-14 Introducing Cisco Voice and Unified Communications Administration (ICOMM] v80 ©2010 Cisco Systems, Inc.

Other Group Call PickupThis subtopic describes the Other Group Call Pickup feature.

Other Group Pickup

• Allows users to pick up incoming calls ina groupthat is associatedwith their own group.

• Cisco Unified Communications Manager automatically searches forincoming calls in associated groups when theuseractivates thisfeature.

• Uses the OPickUp softkey.Call Pickup Group

Number 4000

Call Pickup GroupNumber 5000

"Ihe Other Group Call Pickup feature allows users to pick up incoming calls in agroup that isassociated with their own group. Cisco Unified Communications Manager automaticallysearches for incoming calls in the associated groups tomake the call connection when the useractivates this feature from an IPphone. Use theOPickUp softkey for this type of call pickup.When more than oneassociated group exists, thepriority of answering calls for theassociatedgroup goes from the first associated group tothe last associated group.

Eor example, groups A. B. and Cassociate with group X, and the priority ofanswering callsgoes togroup A. then group B, and then group C. Within asingle group, the call with thelongest ringing time ispicked up first. Eor Other Ciroup Call Pickup, priority takes precedenceover the ringing time ifmultiple associated pickup groups are configured. Both the idle and off-hook call states makethe Pickup, GPickUp. and OPickUpsofikeysavailable.

Call Pickup. Group Call Pickup, and Other Group Call Pickup can be automated by enablingthe sen ice parameter Auto Call Pickup Enabled. When this parameter isenabled, CiscoUnified Communications Managerautomatically connects users to an incoming call in theirown pickup group, inanother pickup group, or ina pickup group that isassociated with theirown group when a user presses the appropriate softkey onthephone. Auto Call Pickupconnects the user lo an incoming call. Whenthe user pressesa pickupsoftkey on the phone,Cisco Unified Communications Managerlocatesthe incoming call and completes the callconnection. If automation is not enabled, the user must press the Pickup and Answer sofikeys toreceive the call.

>2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-15

Call Hunting ComponentsIhis subtopic describes the different call hunting components.

Call Hunting Components

Hunt pilot, hunt list, and linegroups provide huntingcapabilities:

* Hunt pilot

Matches dialed number forcall coverage

Performs digit manipulation

Points to a hunt list for callrouting

Last-resort call forwarding

• Hunt list

Chooses path for call routing

Points lo line groups

• Line group

Points to end devices or voicemail

Specify the hunt algorithm

1-800-555-1000

Cisco Linified Communications Manager call hunting implementation iscomprised ofthefollowing components:

• Plione directory numbers or voice-mail ports: Assigned lo linegroups.

• Cine groups: Assigned lo hunt lists. A hunt listcan have oneor more line groups. At thelinegroup, hunt opdons and distribution algorithms canbespecified inorderto define howcall hunting should be perfomied for the members of a linegroup.

• Hunt lists: Assigned to hunt pilots. A hunt list is an ordered listof'liuegroups.

• Hunt pilots: 1henumbers thathave been dialed to invoke a hunting process. A hunt pilotcan be called directly (for example, to prov ide a certain service lo customers). A call canalsobe forwarded to the hunt pilot from an IPphone that received a call andis configuredlo forward calls to ihe hunt pilot to prov ide call coverage.

While hunting, the forwarding configuration ol'line group members is notused. Ifthe huntingalgorithm rings a phone andthecall is notanswered, theCENA setting of lhatphone is ignoredand the hunting algorithm goes on lo the next line group member.

Introduang Cisco Voice and Unified Communications Administration (ICOMM| vB0 ©2010 Cisco Systems, Inc

Call Hunting with Personal PreferencesThe Personal Preferences check boxes for Forward Hunt No Answer and Forward Ilunt Busyallow users or CTI route points touse their own settings for calls that are forwarded to a huntpilot, ifthe hunt pilot is busy orno member ofthe associated line group answers the call.

Call Hunting with Personal Preferences

Fofftard Hui! No ArnMA' •" Or

far*4rd Hun! tuit & OF "

• Hunt pilot numbers can be forwarded on

- No Answer

Busy

• A destination can either be configured onthe hunt pilot or the personal preferencescan be used.

* On the device level, the Forward NoCoverage destination is used

1-800-555-1000

Forexample, a user who is a memberof a sales learn forwards all calls to his extension to thehunt pilotofthe sales department to force call coverage. No memberofthe sales team in thehunt pilot line groupcan answerthe call becausethey are currently busy.The sales member,who has forwarded all calls lo the hunt pilot, can now define the CFNC destination, either tovoice mail or to another destination.

© 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-17

Call Park

TheCall Park feature is used to placea call intoa system hold or park slot so that someone canpick it up from anotherphonein the cluster. This feature allowsa call lo be placedon hold inone location and retrieved at another location.

Call Park

The Call Park feature allows users to transfer an active call to a CallPark number

End users can note this Call Park number and allow other end usersto pick up that call from a Call Park slot

1000 , Active call behwon 2M0j* UserAand User B

3 Unified CM

assigns CallPart lumber

2 User A

presses CallPart sollkey

Cisco Unified

CommunicalrOns Managei

4.Call recipient dialsCall Park number

5 Voice stream lo

new destination

Call Park is tvpically used in one of two ways: (I) an operator needs to send a call to a personwhose location is unknown or (2) a phone user wants to move a caller from one phone toanother.

fhe phone user is on a call but wants to move the call to another extension. The user pressesthe Park softkey and notes the park zone number on the phone display. The user moves to thenew phone, dials the park /one number, and resumes the call.

Call Park places the call on hold for 60 seconds by default. Ifthe timer expires before fhe call isretrieved, the call will ring on the phone that placed it on park.

A range of park numbers needs to be assigned to each Cisco Unified Communications Managerin ihe cluster that will be handling call processing. Park /ones are issued to calls from the CiscoUnified Communications Manager server lo which the phone is registered. While there will bedifferent number ranges for each Cisco Unified Communications Manager, the call can bepicked up bv anv phone, regardless ofthe Cisco Unified Communications Manager to whichthe retriev ing phone might be registered. This situation is another reason why ihe personplacing the call on park must note the park number. This number will clear from the displav in10 seconds by default.

The Directed Call Park feature is accessed differently than Call Park. Directed Call Park doesnot use a soitkev. Instead, it uses the transfer softkey to direct Ihe call lo the directed call parknumber specified bv the IP phone user. This process allows end users to use a specifiedDirected Call Park number every time without the need to note a new number from a definedrange vvhen parking a call, flic Directed Call Park number can be watched with a Directed CallPark busv lamp field (Bl.F). which allows users lo see if a call is currently on the specifiedDirected Call Park number.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Sysfems, Inc.

Intercom in Cisco Unified CommunicationsManager

This subtopic describes ihc Intercom feature in Cisco Unified Communications Manager.

Intercom

With an intercom line, a user can call the intercomline ofanother user, which auto-answers the call using one-wayaudio whispering.

The recipient can initiate a two-way intercom call.

User A

1. User pressesthe Intercom

button to dial

the intercom line

of phone B

1 One-WayAudioWhisper

2. Two-Way Intercom Call UserB

2. User at phone B receivesspoken message of user Alone-way audio whisper). By pressinga key, a two-way intercom callcan be established.

With an intercom fine, end users can call the intercom line of another user and isautomaticallyconnected tothe caller. Aone-way audio call has now been established between the initiatorand the recipient. The recipient can hear the initiator ofthe call, but the voice ofthe recipientwill notbestreamed to the initiator. The recipient can then acknowledge thewhispered call andinitiate a two-way intercom call by pressing the intercom line on his orher Cisco Unified IPphone.

fhe administrator can use an intercom line to dial any other intercom line, or use apreconllgured line to a single specific target intercom line.

Thecalled destination autoanswers thecall in speakerphone mode withmute activated. Thisprocess sets up aone-way voice path between the initiator and the destination, so the initiatorcandeliv er a short message, regardless of whether thecalled party is busy or idle.

Toensure that the voice ofthe called party isnotsenl back to thecaller by the automaticallyanswered intercom call. Cisco Unified Communications Managerimplements whisperintercom. Whisper intercom means that only one-way audio exists from the caller tothe calledparty until ihc called party accepts the intercom call by pressing the intercom phone button.When the called party accepts the intercom call, the call becomes a full two-way audio call.

Note Anauto answer tone marks the beginningof the whisper state for both the sender and the

recipient.

) 2010 Cisco Systems. Inc Enablement of End User Telephony and Mobility Features

Intercom with Connected Line StateWhen auser is in an active call, intercom allows users to send aone-way audio whisper on theintercom line.

Wll

When a user is in an active call, the voice of the active callerand the intercom line are mixed.

The intercom initiator will not hear the intercom receiver orcalling party.

The recipient can end the active call and accept thewhispered call to initiate a two-way intercom call.

3 One-Way Audio Whisper

2 UserAdialsthe

Intercom line of

UserB

User B

11. Active call

between User I

and User C

UserC

lor example, user B and user C are in an active call. User II also has an intercom line. User Atries to teach userB anddials the intercom lineof userB. fhe IPphone of user Bautoanswersthe inlercom call and mixes both audio streams—(be two-wav call touser C and the one-wayintercom audio whisper from user A. User C will not hear the voice of user A. User B can nowendthecall to userC or place thecallon hold andopen a two-way intercom call to userA.

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Intercom ArchitectureIntercom lines cannot be called from normal directory numbers and intercom lines cannot dialnormal directorv numbers. Intercom lines have their own dial plan and their own permissions.

Intercom Architecture

- Intercomlines can be configured with a speed dial:With a speed dial, the intercom line is preconfigured.

-- Without a speed dial, users must enter the intercomdestination number.

• Intercom lines have their own permissions:

- Calling search spaces are automatically createdandcontain the configured partition.

- Fora number oftarget intercom lines, the configuration ofcalling search spaces must be verified.

Manager A

Manager B

Intercom 2001

Intercom lines on IP phones can beconfigured with a speed dial, which disallows users to usethe intercom lineto dial otherintercom lines. With a speed dial, thedestination isdialedimmediately when the intercom line is offhook. Without aspeed dial, the user must know theintercom extension of anotheruser and the extensionmust be dialedmanually.

Intercom lines use their own permissions, which are similar topartitions and CSSs for normaldirector, numbers. Intercom users candial any otherintercom linewhen the partitions and CSSare configured properly. The intercom configuration process automatically creates CSSs whena partition is added. By default, intercom dial plan architecture isa two-user setup The two-usersetup means that CSSs are created to support permissions for two intercom line users. It may benecessary to changethese CSSs forother requirements.

>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features

Native Cisco Unified Communications ManagerPresence

This topic describes native Cisco Unified Communications Manager presence.

Cisco Unified CommunicationsManager Presence Characteristic;

• Natively supported by Cisco Unified CommunicationsManager:

Support for SCCP lines, SIP lines, and SIP trunks

• Allows a watcher tomonitor the real-time status ofa directorynumber.

• Watchersubscribes to status information ofthe presenceentity.

« Watchercan show the status ofa presence entity using:Presence-enabled speed dials

Presence-enabled lists (calland directory lists).• Three possible states of watched directory number:

5S Entity is unregistered£3 Entity is registered—on hookf#>Entity is registered—off hook

Presence is iiativelv supported bv Cisco Unified Communications Manager, and no extraproducts or serv ers are required. It allowsan interested party, the watcher or subscriber, tomonitor ihcreal-time status of a directorv number or any presence entity.

A watcher subscribes to thestatus information of one or more presence entities. Thestatusinformation ofa presence entity can be viewed using presence-enabled speed dials orpresence-enabled lists call lists such asplaced, received, or missed calls and public directory lists.

fhe status can he one ofthe following:

• Unknown: fhis status is shown vvhen the watched device is unregistered.

• On hook

• Off hook


Presence Status on IP PhonesIP phones can display status information (unknown, on hook, or off hook) of presence entitiesbv presence-enabled speed dial or call and directory list entries.

Presence Status on IP Phones

The presence status can be seen on speed-dialbuttons, call lists, and directories.

Presence-enabled speed dials show a symbol inthe screen ofIhe IP phone, which islocated atthe appropriate speed dial button. Some phone models have an LED inside the speed dialbutton and indicate the status byred(offhook), green (onhook), or flashing (alerting) lights.

When browsing through a directory orcall list, each entry displays a symbol indicating itscurrenl status.

) 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features

BLF Call Pickup1he Bus; [.amp field (BLF)Call Pickup feature allows end userslo monitorIhecurrent lineslate of a user.

BLF Call Pickup

A Busy Lamp Field (BLF) can be configured with callpickup functionality:

• When a BLF indicates alerting of a directory number, user Acan press the BLF button.

• Call is then displayed on the IP phone and can be picked orautomatically connected if configured.

1 UserAwatches 70C1C1Directory number 2000

4 User A presses theBLF button and pick?

up Ihe call

3 BLF indicates alerting

5 UserAand UserC

are now connected

2 UserC dials

directorynumber 2000

An existing BLFbutton on an IPphone can be configured with call pickupfunctionality. If ihewatched numberis ringing, the subscriberof this numbercan pressthe BLFCall Pickup buttonon the IP phone. Dependingon the configuration, the call is directly picked up and answered, orthe call is displayed on the IP phoneofthe subscriber. Ifthe call is displayed on the IP phone,the subscriber must manuallv answer the call bv going off hook or pressing his phone button onthe phone where the directory number ofthe user is configured.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 ©2010 Cisco Systems. Inc

Limiting Presence Visibilityfhis subtopic describes how to limit presence visibility.

Limiting Presence Visibility

Cisco Unified Communications Manager presenceoffersdifferent ways to limit visibility of presenceinformation:

• Presence-enabled speed dials;

- Statically configured byCisco Unified CommunicationsManager Administrator

- Subscribe CSS and partitions

• Cannot be configured by end users

• Presence-enabled call and directory lists;

- Subscribe CSS and partitions

- Presence groups

Cisco Unified Communications Manager presence can limit visibility ofpresence infomiationin the following ways:

• Presence-enabled speed dials are configured statically by the Cisco UnifiedCommunications Manager administrator and cannot be configured ormodified by auser. Inthis wav. the administrator has control over the monitored presence entities for eachindividual watcher. However, partitions and Subscribe calling search spaces also apply topresence-enabled speeddials.

• Access control for presence-enabled call and directory lists can be provided by partitionsand Subscribe calling search spaces and by presence groups. These two methods can beused independently ofeach other. Ifboth are used, both must permit a subscription forsuccessful watching ofthe presence entity status.

© 2010 Cisco Systems, Inc Enablemenl ol End User Telephony and Mobility Features

Subscribe CSS

Thissubtopic describes how Subscribe CSSs work.

Subscribe CSS

• User needs permission to monitor the presence entity:Subscribe CSS

Presence group

• The Subscribe CSS is associated with the watcherand liststhe partitions that the watcher is allowed to see:

This mechanism provides an additional level ofgranularity.

Can be assigned on a device or user basis for CiscoExtension Mobility.

UserA

:K,CSS Dcv:

Partition Devices

A;:;•!> walcls p

Partition Devices

II the watcher has permission tomonitor the external presence entity thai is based on theSubscribe CSS and presence group, the SIP trunk will forward the presence request lo theexternal presence entity. await the presence response from the external presence entity, andreturn the current presence status lo the watcher.

Cisco Unified Communications Manager provides ihe capability to set policy for users whorequest presence status. This policy can beset by configuring a CSS specifically lo route-Session Initiation Protocol (SIP) subscribe messages for presence status. This policy can alsobe set by configuring presence groups that specify rules for viewing the presence status ofusersthat are associaled with another group. Users can then be associated with the presence group.The first aspeel ofpresence policies for Cisco Unified Communications Manager is theSubscribe CSS, Cisco Unified Communications Manager uses the Subscribe CSS todeterminehow to route presence requests (subscribe messages with the Lvent field setlo Presence) thatcome from the watcher, whichcan be a phone or a trunk. The Subscribe CSS is associated withthe watcher and lists the partitions that the watcher is allowed tosee. This mechanism providesan additional level ofgranularity for the presence subscribe requests lo be routed independentlyfrom the normal call-processing CSS.

1he Subscribe CSS can be assigned on a dev ice basis oron a user basis. The user sellingapplies fororiginating subscriptions when the useris logged in to thedevice viaCisco UnifiedCommunications Manager Intension Mobility orwhen the user isadministratively assigned tothe device.

With the Subscribe CSS setto<None>. BLF speed dial and call history listpresence statusdoes not workand the subscription messageis rejected as ••user unknown." When a validSubscribe CSS isspecified, the indicators work and ihe subscribe messages are accepted androuted properly, Cisco strongly recommends not defining any CSS as <Nonc>. Leaving a CSSsetto<None> can introduce presence status or dialing plan behavior that isdifficult to predict.

5-26 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8.0 ©2010Ciscc Systems. Inc

Presence Groups

Devices, directory numbers, and users can be assigned to apresence group, and bv default allusers are assigned to the same Standard Presence group. Apresence group controls thedestinations lhat a watcher can monitor, based on Ihe association ofa user with a definedpresence group (for example, employees watching managers is disallowed, but managerswatchingemployees is allowed).

Presence Groups

• Apresence group controls thedestinations thata watcher can monitor.• Presence groups canbeassigned todevices, directory numbers, and users.1 By default, all users areassigned to the Standard Presence Group.1 When using multiple presence groups

Setthe Inter-Presence Group Subscribe Policy service parameter.- If one group hasa relationship loanother group via Ihe Use System

Default setting, this service parameter value will take effect.

If the inter-Presence Group Subscribe Policy service parameter issettoDisallowed, CiscoUnified Communications Manager will block therequest even if the Subscribe CSS allows it.

The Inter-Presence Group Subscribe Policy service parameter applies onlyfor presence stalus with call history lists and is nol used for BLF speed dials.

M can watch F

E c.-mnot watch M.

BLF is still working.

'lesence Group Manager (Mi Pfvetto?- Group Limployoe ,'K)

The

to the dev

device

je group user setting applies for originating subscriptions when the user is logged ince via Cisco Extension Mobility or when the user is administratively assigned to the

preseice

When mu

parameter


tiple presence groups are defined, the Inter-Presence Group Subscribe Policv serviceis used. It one group has arelationship to another group via the Use SystemDefault

setting rat icr than being allowed or disallowed, the value of this service parameter will takeeffect ft ,e Inter-Presence Croup Subscribe Policy service parameter is set to Disallowed„m in, !ed Communications Manager will block the request even ifthe Subscribe CSS"

he Inter-Presence Group Subscribe Policy service parameter applies onlv forpresence status with call history lists and is not used for BLF speed dials.Presence groups can list all associated directory numbers, users, and devices via thedependency records. Dependency records allow the administrator to find specific informationabout group-level sellings. Use caution when enabling the Dependency Record enterpriseparameter because itcan lead tohigh CPU usage.

Enablement ofEnd User Telephony and Mobility Fealures 5-27

Cisco Unified Communications Manager ExpressFeatures

This topic describes call features in Cisco Unified Communicalions Manager Impress. Thefigure shows the Cisco Extension Mobility feature.

Cisco Extension Mobil

Cisco Extension Mobility canbe configured with a VoiceLogout Profile:• AVoice Logout Profile is bonded

to an ephone.

- Voice Logout Profiles are usedwhen no user is logged in, andcan be configuredwith a defaultextension.

- User needs a Voice User Profileto log in on an ephone.

• Login is configured as a serviceon the IP phone; user needscredentials to perform loginprocess

Voice Logout Profile

Cisco Extension Mohilitv provide users with the ability to use any Cisco Extension Mobility-enabled Cisco IP Phone as thev would use their own phone, by logging in and having theirpersonal user profile overlay the profile ofthe original phone setup,for example, if outside sales personnel visit an office occasionally, they may not have apermanent desk and phone, but may instead work at atemporary desk. Using Cisco ExtensionMobility, the visitinc worker can log in to the phone al the temporary desk, he user can henretrieve'voiee mail and place calls using the extension number and features that they wouldnormally have available on their own office phone.Cisco Extension Mobility in Cisco Unified Communications Manager Express is based onlooout profiles, which are bonded to an ephone. Alogout profile defines the detault appearancefor an IP phone thai is enabled for Cisco Extension Mobility. Iogoul profiles can be configuredwith adefault extension and oilier settings thai are applied when nobody ,s logged in to aspecific ephone.Isers must log in auser profile in order to use .he features that are available on their own office

h^ne. These profiles containing all ofthe user-specific settings like the user calory „umbename, speed dials, and so on. AVoice User Profile is overlatd on an ephone wh nI uscrlogsin with their usemame and password credentials. The login service is configured on the serv ,cebutton ofthe IP phoneas an XML service.

5-28 Introducing Cisco Voice andUnified Communications Administration (ICOMM) vB.O © 2010 Cisco Systems. Inc.

Call Forwarc

1his suBtopic describes call forward options inCiscoUnified Communications ManagerExpress

Call Forward

Cisco Unified Communications Manager Express hasdifferent call forward options:• Call Forward All can be configured on the IP phone.

• CFA, CFNA, and CFB can be defined via CLI, GUI, or CiscoConfiguration Professional.

• Call Forward No Answer must be defined with a no answer timer.

• Night Service allows users to forward incoming callsautomatically during configured night service hours.

In Cisco Unified Communications Manager Express, CFA canbeconfigured by the phone userin thesame wayas it is configured in Cisco Unified Communications Manager. It canbeconfigured from the user web page, at the phone itself, or from the adminislrator web interface,thecommand-line interface (CLI), or Cisco Configuration Professional. IfCFA isconfigured,the call is forwarded immediately without ringing theoriginally dialed phone. CFNA andCEBcan only be defined by the administrator from the CLI, the web interface, or via CiscoConfiguration Professional. CFNA requires a timer, which defines the lime at which a call isdeclared asnotanswered. Cisco Unified Communications Manager Express also has a NightSen ice feature, which allows calls tobe forwarded during predefined night hours (nonbusinesshours). During these times, calls are automatically forwarded toanother IP phone.

©2010 Cisco Systems. Inc. EnablementofEnd User Telephonyand Mobility Features 5-29

Night Service

5-30

The Night Sen ice feature allows administrators to provide coverage for unslaffed extensionsduring hours that arc designated as "night senice" hours.

The Night Service features provides call forwarding duringdefined night service times:

• An ephone-dn can be designated as the NightService Bell.

- Night Service can be a day, a date, a defined time frame, weekdays,or during weekends

• Can be configured witha code to toggle the NightService on/off.

Night Service Configured forSaturday and Sunday

1 UserAdials

directory number2000

2 Call is forwarded to

directory number3000

User©'

Directory Number 3000Configured as Night Service Bell

Directory Number 2000 with,.s -Activated Night Service

During the night-sen ice hours, calls to the designated extensions send aspecial '"burst" ring tophones that have been specified to receive this special ring. Phone users at the night-senicephones can then use the Call Pickup feature to answer incoming calls from ihe night-serviceephone-dns. The Might Sen ice feature can be extended with automatic call fonvards duringnight-senice hours.

Eor example, the Night Sen ice feature can allow an employee working after hours to interceptand answer calls lhat are presented loan unattended receptionist phone. When acall arrives atthe unattended receptionist phone during hours that are specified as night service, a ring burstnotifies aspecified set ofphones ofthe incoming call. Aphone user al any ofthe night-senicephones can intercept the call using the Call Pickup feature. Night-senice call notification issent every 12 seconds until the call is answered or aborted.

An optional configuration allows the phone user to manually toggle night senice on and offfrom any phone that has aline that is designated as anight-senice line. When night senice isactive, the niuni-sen ice phones display a message.

Irrroducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems. Inc.

PagingAudio paging provides aone-way voice path to the phones that have been designated lo receivepaging.

Paging

Paging opens a one-way call to idle phones:• Can be unicast or multicast

• Can be individual groups or combined groups

- Pagingephone-dns are defined with a numberand not thedevice.

Adminu

several

possible

Paginany eph

When a

eonfiguthe cf

Ephone 1Paging Group 2

Audio paging does not have a press-to-answer option asthe Intercom feature does. Pages arecommorjly used for locating people who arc away from their desks; in emergencies, such as afire drill and similar situations.

The pag ngmechanism supports audio distribution using IPmulticast, replicated unicast. and amixture af both (multicast is used where possible andunicast is used forspecific phones thatcannot be reached using multicast).

trators canconfigure paging groups forsingle or combined groups. They canspecifyIwaging groups in a Cisco Unified Communications Manager Express system, and il isto join two or morepaginggroups intoa combined group.

! roups use anephone-dn, known asthepaging ephone-dn, which is notassociated with•me. A user can dial the paging ephonc-dn from any location.

callerdials the paging number (ephone-dn), each idle IP phone that has beened with the pagingnumberautomatically answers using its spcakerphone mode. When

finishes speaking and hangs up. the phones return to the idle state.alkr

i 2010 Cisco Systems. Ini Enablement of End User Telephony and Mobility Features 5-31

Shared Ephone-dnsShared ephone-dns are used toprovide call coverage for the same number on different ephones.This method allows end users to pick up an incoming call onmore than one IP phone. Forexample, for teams, use a shared linecan be used lo provide call coverage forcentral call-innumbers or basic hotline features.

The same ephone-dn is applied to two differentephones.

Only one phone can use the ephone-dn at a time

Both IP phones nng when a call arrives at theephone-dn. but only one ephone can pick up the call

Either ephone can retrieve a call placed on hold.

UserC

A shared ephone-dn has the following characteristics:

• It appears on different phones, but uses the same ephone-dn and number.

• Ifthe ephone-dn is connected to a call on one phone, thai ephone-dn is unavailable forother calls on the second plione because the phones share the same ephone-dn. fhe activecall appears on both phones.

• Both phones ring when a call arrives at the ephone-dn but only one phone can pick up acall, which ensures privacy.

• When a cull is placed on hold, either phone can retrieve il.

• Use shared ephone-dns when the ability lo answer or pick up a call at more than one phoneis necessan.

5-32 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc.

Call Pickup groupsPickup feature andpickup groups enable phone users to answer a call lhat is ringing

ercnt directory number from their own IP phone.alThe C

on a dif

3all Pickup Groups

Cisco Unified Communications Manager Express supportsthree different Call Pickup types:

Local Group Pickup

- Allows pickup from the same call pickup group.

- User presses the GPickUp softkey and asterisk (*) to pick up anincoming call.

Directed Call Pickup

Direct call pickup from a ringing extension.

- A user does not need to belong to a pickup group to use thisfeature

Different Group Pickup

- Users can pick up a call from any group by pressing theGPickUp softkey and dialing the pickup group number.

- If only one pickup group is configured, users need to press onlythe GPickUp softkey.

Call Pit kup has the following variations:

• Lot al Group Pickup: Call Pickup, local group ringing extension. Phone users can pick upthe called number on another phone in their local group by pressing the Pickup softkey plusthe iasterisk (*) on their own phone.

• Directed Call Pickup: Call Pickup, explicit ringing extension. Any local phone user canpick up a call that is on hold on another directory number in Cisco UnifiedComniunications Manager Express. The phone user does not need to belong to a pickupgroup to use this method. This behavior is a default behavior.

• Different Group Pickup: Call Pickup, explicit group ringing extension. Phone users cananswer a ringing phone in any pickup group ifthe user knows the group number oftheringing phone. If there is only one pickup group that is defined in Cisco UnifiedComniunications Manager F.xpress, the phone user can pick up the call by pressing thePickup softkey. The phone user does not need lo belong lo a pickup group to use thismethod.

Administrators can assign each ephone-dn independently to a maximum of one pickup group.There is no limit to how many ephone-dns can be assigned to a single pickup group. There is nolimit to how many pickup groups can be defined in a Cisco Unified Communications ManagerL.xprcss.

)2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features

Intercom

This subtopic describes the Intercom feature in Cisco Unified Communications ManagerFxpress.

Intercom

Intercom lines working like theydo in Cisco Unified

Communications Manager:

• Configured as an additional line onthe phone buttons.

• Intercom directory numbers can bedialed from any IP phone.

• To avoid dialable numbers, assignan alphabetic character to thenumber, for example, A B, C, orD.

Manager

Line 1 - 1001

Line2-A1001

Assistant

Line! -1002

Une2-A1002

An intercom line is a dedicated two-way audio path between two phones. The called phoneautomatically answers the call in spcakerphone mode wilh mule activated, which provides aone-way voice path from the initiator to the recipient. A beep is sounded when the call is autoanswered to alert the recipient to the incoming call. To respond to the intercom call and open atwo-way voice path, the recipient deactivates the mule function by pressing the Mule button orby lifting the handsel.

The administrator can deaclivate the speaker-mute function on intercom calls. For example, ifphone user I makes an intercom call to phone user2, both users heareach otheron connectionwhen the no-mute function is configured using the intercom command. The benefit is thaipeople who receive intercom calls can be heardwithout havingto disablethe mute function.The disadv antage is that nearby background soundsand conversations can be heard at themoment when a person receives an intercom call, regardless of whether they are ready to take acall or not.

Intercom lines cannot be used in shared-line configurations. If a directory' number is configuredfor intercom operation, it must be associated wilh only one IP phone. The intercom attributecauses an IP phone line to operate as an autodial line for outbound calls and as an auto answer-with-mute line for inbound calls.

To prevent an unauthorized phone from dialing an intercom line, administrators can assignanintercom a directorv number lhat includes an alphabetic character. No one can dial thealphabetic character from a normal phtme, but thephone at theother end ofthe intercom can beconfigured to dial ihe number lhatcontains thealphabetic character through ihc Cisco UnifiedCommunications Manager Fxpress router. Forexample, the intercom ephone-dns in the figurearc assigned numbers with alphabetic characters so that only the assistantcan call the manageron his or her intercom line, and no one except the manager can call the assistant on his or herintercom line.

5-34 introducingCisco Voice and Unified CommunicationsAdministration (ICOMM) u8 0 © 2010 Cisco Systems. Inc

fttt

_,*

SummaryThis topic summarizes the key points that were discussed in this lesson

Summary

Cisco Extension Mobility allows endusersto log in andlog outondifferent end devices. Users arereachable attheir personalextension regardless of their physical location and phone used.Cisco Unified Communications Manager provides different featuresforcall coverage; for example, call forwarding, hunt groups, callpickupgroups, and shared lines.Intercom supports communication between managers andassistants.

Cisco Unified Communications Manager allows presence support toprovide presenceawareness toend users.In Cisco Unified Communications Manager Express environments,administrators canconfigure a wide rangeofcall coverage features.Cisco Unified Communications Manager Express alsosupportsCisco Extension Mobility.

"fhe lessenCisco Ui

Commui

features

. covered the telephony features in Cisco Unified Communications Manager andilied Communications Manager Express. The common Cisco Unifiedications Manager and Cisco Unified Communications Manager Fxpress call coveragevcre explained as well as Cisco Extension Mobility and native presence features.

References

For addi ional infonnation. refer to these resources:

i 2010 Cisco Systems, lm

Cisdo Unified Communications Manager Features and Services Guide. Release S.0< 1) at:http'/wwv.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8..0_l/ccmfeat/fsgcj-80I-cm.htmlCisdo Unified Communications Manager Administration Guide, Release 8.0( 1) at:http /./www.eisco.com/en/US/docs/voicc ip_comm/cucm/adtnin/8_0 l/ccmefg/becn-801-cm.html

Cist o Unified Communications Manager Express System Administrator Guide at:htip//vvw\v.cisc(i.com/cn/liS/docs/voicejp_comm/cucnie/admin/configuration/guide/;me idm.html

Enablement of End User Telephony and Mobility Features 5-35

Table of ContentsVolume 2

Enabling Telephony FeaturesObjectives — L3Z

Configuring Cisco Extension Mobility 5~37Step 1- Activate the Cisco Extension Mobility Service f ™Step 2: Set Cisco Extension Mobility Service Parameters tjnStep 3: Add the Cisco Extension Mobility Phone Service l^i

mm Step 4: Create Default Device Profiles 5"42Step 5a: Create Device Profiles 5~*3Step 5b: Subscribe Device Profile to Phone Service I'ttslep 6:Associate Users with Device Profiles

mm Step 7a: Configure Phones for Cisco Extension Mobility fl?Step 7b: Subscribe Phones toPhone Service !?

sS uS^™**9* '" °SC° ""^ Communications Manager ^49^ Barge and cBarge Service Parameters 5"50

Barge and cBarge Sofikeys 5"51Barge and cBarge Configuration 5"53Group Pickup Configuration 5"54

mm Configuring the Softkey Template for Call Pickup Groups I'SAssign a Directory Number for a Call Pickup Group ™Call Park and Directed Call Park Configuration „I

f. ArJd the BLF Directed Call Park Feature 5"58Hunt Configuration Steps 5~60

mm Step 1: Add a Line Group 5"61Step 2: Configure Hunt Lists 5"62

t Step 3a: Set Hunt Pilot 5'64' Step 3b: Set Hunt Forwarding 5"66

Step 4: Service Parameters and Login and Logout Feature l'%ZConjuring Intercom Functionality in Cisco Unified Communications Manager 559

Step 1 Create Intercom Partitions s b9Step 2: Intercom Calling Search Space 5"70

mmm Step 3: Create Intercom Directory Number 5~71Configuring Native Cisco Unified Communications Manager Presence I'll

Step 1: Modify Phone Button Template 5"73* Step 2: Apply the Phone Button Template to Phones lit

Step 3: Configure Presence-Enabled Speed-Dial Buttons I'llEnable Presence-EnabledCall Lists b~lbPresence Policy Example: Subscribe CSS 5"77Assign Subscribe CSSs to Phones and SIP Trunks ~H

•• Presence Policy Example: Presence Groups 5"79Presence Group Configuration Steps 5"80

^ Step 1: Configure Presence Groups 5"81,.. s,eP 2: Set the Default Interpresence Group Policy 5~82

Step 3a: Assign Presence Groups to Lines and Phones ™btep 3b: Assign a Presence Group to a SIPTrunk

COnc9aNn?o9™arSaSr:S COmmU"ira'i0nS Ma"^r E*<— matures»» Night Service 5-88

Paging 5-89Shared Ephone-dn 5-91

* Pickup Groups 5-92mmm Intercom 5-94

Hunt Groups 5-95Summary 5-96

«* References 5-97mm 5-97

IfpHorctanriing Mobility Features5-99

' " 5^99Objectives 5-100

Mobile Connect in Cisco Unified Communications Manager ^^Cisco Unified Mobility Architecture 5-1Q2Access List 5-103Time-of-Day Access 5-104Mobile Connect Call Flow: Incoming Calls toOffice PhoneMobile Connect Call Flow: Internal Calls Placed from aRemote Phone _

Mobile Voice Access in Cisco Unified Communications Manager ^ ^MVA Call Flow 5^08Cisco Unified Mobility Interaction 5109

Mobility in Cicco Unified Communications Manager Express ^ 1QMobility 5-111

Summary 5-111References ...

Enabling Nihility Features 5-113

Con°gburingVMob.le Connect in Cisco Unified Communications Manager 5-114Step1:Configure Softkey Template 5A17Step 2' Configure End User 5-118Step 3: Configure IP Phone 5_119Step 4: Configure Remote Destination Profile _Step 5a: Add Remote Destinations to aRemote Destination Profile ^Step5b Configure Ring Schedules 5 124Step 5c: Configure Access Lists 5 125Step 5d. Apply Access Lists 5,126Step 6- Configure ServiceParameters u2gConfiguring Mobile Voice Access in Cisco Unified Communications Manager b^oStep 1: Activate Service 5_130Step 2: Configure Service Parameters 5 131Step3: Enable MVA for End Users 5^ 32Step4 Configure MVA Media Resource 5133Step 5: Cisco IOS Gateway Configuration 134

Configuring Mobility in Cisco Unified Communications Manager Express ^^Configuring Single Number Reach 5137


Module Summary 5-139References 5-141

Module Self-Check 5_145Module Self-CheckAnswer Key

moment of Cis™ """" Connection *nd Cisco Unified Presence6-1

Overview 6-1Module Objectives g_3

Understanding Cisco Unity Connection —Objectives 6-4

Cisco Unity Connection Overview 6_6Single-Site and Multisite Deployment Model 6?Cisco Unity Connection Integration 6_8Cisco Unity Connection SCCP Integration 6 10Cisco Unity Connection SIP Integration 6_., .,

Cisco Unity Connection Features 6_13Cisco Unity Connection Call Handler 6_uCall Handler Example 6-15Cisco Unity Connection Call Routing 6_17Cisco Unity Connection Distribution Lists 6_18Cisco Unity Connection Authentication Rules

6-1

introducing Cscc Vcce and Unified Communications Admin,strat.cn (ICOMM) v8 0©2010 Cisco Systems. Inc.

Cisco Unify Connection Dial Plan 6-19Summary 6-20

References 6-20

Understanding End User and Voice Mailbox Characteristics and ConfiqurationRequirements . 6-21

Objectives 6-21Cisco Unity Connection End UserTemplates 6-22

General Settings vs. UserSettings 6-23User Template Basics 6-24Default Class of Service 6-25Password Settingsand Roles 6-26TransferRulesand Greetings 6-27Call Actions 6-28Message Actions and CallerInput 6-29TUI Experience 6-30

Cisco Unity Connection End Users 6-31Extensions and Call ForwardOptions 6-32Voice Messaging with SRST and AAR 6-33Voice Mailbox 6-34Private Distribution Lists 6-35Notification Devices 6-36User Creation Options 6-37

Cisco Unity Connection Voice Mailboxes 6-38Message Aging Policy and Mailbox Quotas 6-39


Understanding End User and Voice Mailbox Implementation Options 6-41

Objectives 6-41Configuring Cisco UnityConnection End User Templates 6-42

User Template Basics 6-43Password Settings 6-46Administrator Roles 6-48Message Settings 6-49Phone Menu 6-51

Playback Message Settings 6-53Message Notification 6-55

Configuring Cisco Unify Connection End Users 6-57User and User Template Verification 6-58Alternate Extensions and Names 6-59Private Distribution List 6-60

Importing End Users into Cisco Unity Connection 6-61Import Users 6-62Import Users from LDAP 6-63LDAP Directory 6-64Bulk Users 6-67

Managing Cisco Unity Connection Message Storage 6-68Mailbox Stores Membership 6-69Message Aging Policy 6-70Mailbox Quotas 6-71


Understanding Cisco Unified Presence 6-73

Objectives 6-73Cisco Unified Presence Features and Functionality 6-74

Cisco Unified Personal Communicator Product Overview 6-76

Cisco Unified Personal Communicator Operation Modes 6-77Enterprise Instant Messaging 6-78Audio Calls 6-79

i 2010 Cisco Systems, Inc. Introducing Cisco Voice and Unified Communications Administration (ICOMM)vS.O ui

Video Calls 6-80Integration Support 6-81Cisco Unified Personal Communicator Requirements 6-82Cisco Unified CSF 6-83Cisco Unified Communications Manager IP Phone Service 6-84Cisco IP Phone Messenger User Interface 6-85Cisco IP Phone Messenger Characteristics 6-86

Cisco Unified Presence Architecture 6-87Cisco Unified Presence Integration with Microsoft Active Directory and Exchange 6-89Cisco Unified Presence Integration with Cisco UnityConnection 6-90Cisco Unified Presence Integration with Conferencing Servers 6-91Cisco Unified Presence Integration with LDAP 6-92Cisco Unified Presence Calendar Integration 6-93Cisco Unified Personal Communicator Information Flow in Deskphone Mode 6-94Cisco Unified Personal Communicator Information Flow in Softphone Mode 6-95Compliance and Persistent Chat 6-96Quality of Service 6-97Cisco Unified Personal Communicator Port Usage 6-98


Enabling Cisco Unified Presence 6-101Objectives 6-101

Setting Up End Users in Cisco Unified Communications Manager for Presence 6-102Step 1: License Capabilities Assignment 6-103Step 2: End User Configuration 6-104Step 3: Directory Number Configuration 6-106Step 4: Create Cisco Unified CSF Device 6-107Step 5: Associate the Cisco Unified CSF Device to the End User 6-110

Configuring End Users in Cisco Unified Presence 6-111Voice-Mail Server Configuration 6-112Voice-Mail Profile Configuration 6-113CTI Gateway and Profile Configuration 6-115LDAP Host Configuration 6-116LDAP Profile Configuration 6-117Audio Profile Settings 6-118CCMCIP Profile Settings 6-120Modify End-User Settings in Cisco Unified Presence 6-121Cisco Unified Personal Communicator Options 6-122

Troubleshooting Cisco Unified Personal Communicator 6-123Example 1: Cisco Unified IP Phone Cannot Be Selected 6-124Example 2: Telephony Is Not Possible in Softphone Mode 6-125Example 3. Users Are Not Shown as on the Phone During an Active Call 6-127Example 4: End User Cannot Log in to Cisco Unified Personal Communicator 6-128Example 5: Search for a Contact Returns No Results 6-129Example 6: The End User Cannot Control the Cisco Unified IP Phone 9971 6-130Server Health 6-131

Problem Report 6-132Cisco Unified Presence Troubleshooter 6-133

Configuring Cisco IP Phone Messenger 6-134Step 1: Configure Application User 6-135Step 2: Create the Phone Service 6-136Step 3: Subscribe the Phone Service 6-137Cisco IP Phone Messenger Setup on Cisco Unified Presence 6-138Step 1: Enable Cisco IP Phone Messenger 6-139Step 2: Manage Cisco IP Phone Messenger Response Messages 6-140Verify the Cisco IP Phone Messenger Status 6-141


Module Summary 6-143References 6-144

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8.0 © 2010 Cisco Systems. Inc

Module Self-Check 6-145Module Self-Check Answer Key 6-148

Cisco Unified Communications Solutions Maintenance IzlOverview 7-1

Module Objectives 7-1Providing End-UserSupport _ "LI

Objectives 7-3Troubleshooting Phone Registration Issues 7-4

Sample Network Problem 7-5Gather Facts 7-7Sample Network Problem: Gather Facts 7-9Consider Possibilities 7-11Sample Network Problem: Considering Possibilities 7-12Create Action Plan 7-14Sample Network Problem: Action Plan 7-15Implement Action Plan 7-16Observe Results 7-17Restart the Problem-Solving Process 7-18Document Results 7-19Troubleshooting IP Phone Registration 7-20Divide-and-Conquer Methodology 7-21Troubleshooting: No IPAddress 7-22Troubleshooting: TFTP Download Fails 7-24Troubleshooting: NotRegistered 7-25

Switch Configuration Overview 7-26PoE with Cisco Catalyst Switches 7-27VLAN Overview 7-28Voice VLANs 7-29SingleVLAN Access Port 7-31Multi-VLANAccess Port 7-32Trunk Ports 7-34Configuring Voice VLANs with Access Ports 7-35Configuring Trunk Ports 7-37Verifying VoiceVLAN Configuration 7-39

Voice Quality Issues 7-40Provisioning for Voice: VoIP Bandwidth Reference Tables 7-42QoS Traffic Requirements and Recommendations: Videoconferencing 7-44Call Statistics on IP Phones 7-46


Understanding Cisco Unified Communications Manager Reports 7-49

Objectives 7-49Generating Reports on Cisco Unified Communications Manager 7-50

Generating Reports 7-52Cisco Unified Reporting Status Messages and Icons 7-55Sample Report 7-56

Analyze the Generated Reports 7-57Example 1: Troubleshooting 7-58Example 2: Maintenance 7-60Example 3: System Analysis 7-61


© 2010 Cisco Systems. Inc Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0

Understanding Cisco Unified Communications Manager CDR Analysis and ReportingTool Reports 7.63

Objectives 7-63Cisco Unified Communications Manager CAR Tool Overview 7-64

Activating Cisco Unified CommunicationsManager CAR Services 7-65CDR Service Parameters 7-66Cisco Unified CommunicationsManager CAR Tool User Types 7-68CDR and CMR Architecture 7-69

CDR Management and System Settings 7-70Cisco Unified CommunicationsManager CAR ToolOverviewfor Managers 7-71

Cisco Unified Communications Manager CAR Tool Overview for Administrators 7-72

Cisco Unified Communications Manager CAR System Parameters 7-73Cisco Unified Communications Manager CAR Scheduler 7-76

Cisco Unified Communications Manager CAR Database 7-78Automatic Report Generation 7-79Common Automatic Report Generation Interval 7-80Export CDR and CMR Records 7-81Using the CDR Search Feature 7-82

Generating CDR Reports 7-84Generating Bill Reports 7-86Viewing Bill Reports 7-87Generating Top N Reports 7-88

Generating System Reports 7-89

Generating QoS Detail Reports 7-91

Viewing QoS Detail Reports 7-92

Generating Device Reports 7-93Generating Gateway Utilization Reports 7-95

Viewing Gateway Utilization Reports 7-96

Summary 7-97

References 7-97

Monitorinq the Svstem with Cisco Unified Real-Time Mo nitori no; Tool 7-99

Objectives 7-99

Cisco Unified RTMT Overview 7-100

Service Parameters 7-102

Cisco Unified RTMT System Requirements 7-103

Enable a User for Cisco Unified RTMT Login 7-104

Cisco Unified RTMT Menu 7-105

Monitoring the System with Cisco Unified RTMT 7-108

Performance 7-109

Alert Notification Configuration 7-110

Alert Central 7-112

Using Remote Browse 7-113

SysLog Viewer 7-116

Monitoring Cisco Unified Communications Manager with Cisco Unified RTMT 7-117

Gateway Monitoring 7-118

Using Profiles 7-119

Using Device Search 7-120

Database Summary 7-122

Summary 7-123

References 7-123

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM, v8 0 ©2010 Cisco Systems, Inc.

i«

Monitoring Voice Mail in Cisco Unitv ConnectionObjectives

Generating Reports onCisco Unity ConnectionUser Report ExampleUser Report Example OutputServiceability ReportsReportConfiguration Parameters

Analyzing the CiSco Unity Connection ReportsCisco Unified RTMTServer Report

Using Reports foUser Lockou

Unlock the UberPort Activity ReportWeekly Mainenance TasksBilling Repors

SummaryReferences

Understanding thk Disaster Recovery Svstem

Troubleshooting and MaintenanceReport

ObjectivesDisaster Recovety System Overview

Disaster Recovery System ArchitectureDisaster Reciovery System MenuDisaster Reciovery System Components

Backing Up Cisco Unified Communications SolutionsScheduler

Manual BacliupBackup Status

Restoring CiscoUnified Communications SolutionsRestore Wizard: Type of RestoreRestore Wizbrd: Restore StatusHistory

SummaryReferences

Module SummaryReferences

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© 2010 Cisco Systems, Inc. Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0

Lesson 21

Enabling Telephony Features

OverviewCisco Unified Communications Manager and Cisco Unified Communications Manager Expressprovide awide range of telephony features for end users. For example, Cisco ExtensionMobility service allows end usere to log in with their directory number on aCisco ExtensionMobilit'v-cnablcd IP phone, regardless ofthe location ofthe IP phone. This lesson describeshow to configure telephony features in Cisco Unified Communications Manager and CiscoUnified Communications Manager Express.

ObjectivesUpon completing this lesson, you will be able to describe how to enable telephony features forend users in Cisco Unified Communications Manager and Cisco Unified CommunicationsManager Express. This ability includes being able lo meet these objectives:• Configure Cisco Extension Mobility in Cisco Unified Communications Manager• Configure call coverage features in Cisco Unified Communications Manager• Configure intercom functionality in Cisco Unified Communications Manager• Configure native Cisco Unified Communications Manager presence

• Configure Cisco Unified Communications Manager Express features

Configuring Cisco Extension MobilityIIns topic describes how to configure Cisco Extension Mobility.

Cisco Extension Mobility ConfjChecklist

Activate theCisco Extension Mobility service.•'. Set Cisco Extension Mobility service parameters.

'<• Add the Cisco Extension Mobility phoneservice.'• Create default device profiles for all phone models used.:' Create device profiles and subscribe them to the Cisco

Extension Mobility phone service.

Create end users and associate them with device profiles.Enable Cisco Extension Mobility forphones and subscribephonesto theCisco Extension Mobility service.

Ihe figure lists the steps that are required to configure Cisco Extension Mobility in Cisco(inilied Communicalions Manager. The steps arc explained in dclai! on the following pages.

5-38 Intrcducing Cisco Voice ind Unifed Communications Adminislration (ICOMM) v80 © 2010 Cisco Systems. Inc

Step 1: Activate the Cisco Extension Mobility ServiceThe first step isto activate the Cisco Extension Mobility service.

Step 1: Activate the Cisco ExtensionMobility Service

Cisco Unified Communications ManagerServiceability: Tools > Service Activation

CHStntm

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Mobility

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Inorder toenable Cisco Extension Mobility, theCisco Extension Mobility feature service mustbe activated from Cisco Unified Communications ManagerServiceability by choosing Tools >Sen ice Activation.

• 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-39

Step 2: Set Cisco Extension Mobility Service Parametersflic Cisco I-\tens ion Mobility sen ice has several configurable service parameters.

ISCO

ice Pan

Navigate to System > Service Parameters

-Select ierverand be

:o : : i f,;ii,e

:; t -e-,;ior <A-;.,Y, (Acs

<c*pt pa'arrsts-; that are in tl

-LIuittTnirip Parameter* (Parameters that apply to allsenljerjj)

iirw* nrrr

Enable or disable auto-

logout after expirationof maximum login lime

Set the multiple loginbehavior allowed, not

allowed, or auto-logout.

[f the rin force Intra-cluster Maximum Login Time parameter is set to True, the user isautomatically logged out afterthe Intra-cluster Maximum Login Time expires. The Intra-clusterMultiple I ogin Beha\ iorparameter specifies how to manage users who login to a device butare still logged in at another device, fhere are three options: login canbedenied, login canbeallowed, or the user can beautomatically logged outfrom the phone at which the user logged inearlier but did not log out.

Note The Inter-cluster Maximum Login Time relates to the Cisco ExtensionMobility Cross Cluster(EMCC) feature, which is not part of this lesson

Alphanumeric Cser IDscan be enabled or disabled, and the last logged in usemame ean beremembered (and presented as a default on the next login) by setting the Remember the LastUser Logged In parameter. finally, call listscan be preserved or clearedat logout, dependingon the setting ofthe Clear Call Log on Intra-Cluster l:M service parameter.

Note These parametersare clusterwide service parametersof the CiscoExtension Mobilityservice and can be accessed from Cisco Unified Communications Manager Administration

by choosing System > Service Parameters.

1 he Cisco lAtension Mobility service parameters in detail:

• Maximum Login Time: This sen ice parameter specifies the maximum time that a user isallowed to be logged in lo a de\ ice. such as 8:00 (8 hours).

Introduang Cisco Voice and Unified Communications Admmistraiiori (ICOMM) vB0 ©2010 Cisco Systems, Inc

attempted logins by .he s»E^b î oclco Extension Mobiffiy on more

device the first device automatically logs out). _

VaIida,e IP Address: -is -^-Sore^S^^Sg^ orCommunications Manager validates the• Pf?™^ jon Mobility cache for thelogout. Validation is fi.t perfomied aga,ns^* sourcc js mfounddevice to be logged in or logged out If he eJe^ hcckcd agailist the list of

Address, must be set to True for this parameter to take effect.. tension Mobility Cache Size: This se^cer«2~SZâ

,P addresses ,ha, can be stored in ^ »*» * X This parameterdevice logs in to Cisco Extension Mobility or request alogo p ^ ûorks with the Validate IP Address param*r Wtan ,h Vdate ^

the source that isrequesting login orlogout.. Alpnanuntcnc User ID: This service parameter specifies whether the user ,0 to be used ,s

alphanumeric ornumeric.

a phoneapnone.

r. rCall Lo£- This service parameter determines whether the call infomiat.on stored ondê pho?e d^Mssed i P1«d call, received calls) is cleared when ausermanually logs inorout ofaphone.

) 2010 Cisco Systems. Inc.Enablement of End User Telephony and Mobility Features 5-41

5-42

Step 3: Add the Cisco Extension Mobility Phone Service

Navigate to Dc-Wce --> Devic. Settmgs , Phone Seivces• There are Iwo ways to use Cisco Extension Mobility

As asingle service for login and logout processesTwo series for login and logout, to add extra parameters

Sen ice I Kl : " "4""C amf de!*nplion, and then enter the

Note .^iff^Jra^ecure-Semce URL are case-sensitive.

using the «n i,es^^ \^"^ '"" "«: S™ UR'- «*• «"«« IP phone that is

^"--ce„Lall/;sx-;s^

introducing Cisco Vcice and Unified Communications Administrate (ICOMM, v8 0©2010 CiscoSystems, Inc

Step 4: Create Default Device ProfilesIf multiple IP phone models arc used for Cisco Extension Mobility, default device profilesshould be enabled.

Step 4: Create Default Device Profiles

Navigate to Device >Device Settings >Default Device Profile

To configure adefault device profile, choose Device >Device Scttmgs >Default Dev.ceProfile in Cisco Unified Communications Manager Administration. The product type (phonemodel) and device protocol must be chosen first: then the default device profile for the chosenphone model and protocol can be configured.

Note The available configuration options depend on the chosen IP phone model and protocolThe default device profile does not include phone button configuration (for example, lines orfeatures buttons), but It does include the phone button template.

i 2010 Cisco Systems. Inc.Enablement ofEnd User Telephony and Mobility Features 5^13

Step 5a: Create Device Profiles1he ne\t Mep is the configuration of device profiles

ivic

Navigate to L)ev:ce >Devce Sellings >0ev.ee Profile

;i ^I'jsKt

Ioconfigure dc\ ice profiles, choose Device >Device Settings >Device Profile in CiscoI mlied ( onimunications Manager Adminislration. After choosing the phone model andprotocol, iiser-.spealie de\ ice configuration parameters can be configured. After the phonebutton template is configured, the appropriate buttons can be configured

Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) w8 0©2010 Cisco Systems. Inc.

Step 5b: Subscribe Device Profile to Phone ServiceThe next step is lo subscribe the configured device profile lo the Cisco Hxtension Mobilityphone senice.

Step 5b: Subscribe Device Profile toPhone Service

In the Device Profile Configuration window, open theSubscribe/Unsubscribe Services from Related Links:

• Not necessary if enterprise subscriptions are used

+- •?*

:®<

1. Choose the Cisco

Extension Mobilityphone service byusing the name

assigned in Step 3.Then click Noit

2. Enter the service

name as it should

appear at the phone.

^f

Caution This step is only necessary if the Enterprise Subscription check box in Step 3 is not used

In the Device Profile Configuration window, choose Subscribe/Unsubscribe Services fromthe Related Links and click Co. Choose the phone service that was added in Step 3. click Next.and enter the name with which the phone service should be displayed in the list of phoneseniees at the IP phone when the Services button is pressed. Click Subscribe and then clickSave. The de\ ice profile is now subscribed to the Cisco Extension Mobility service.

Note Ifthe device profile is not subscribed to the Cisco Extension Mobilityservice, users do not

have access to Cisco Extension Mobility phone service after they log in and their device

profile has been applied. As a result, users can no longer log out of Cisco Extension Mobility

at the phone Therefore, subscribe the IP phones (see Step 7b)—and the device profiles—that were created for Cisco Extension Mobility to the Cisco Extension Mobility phone

service.

>2010 Cisco Systems. Inc Enablement of End User Telephony and Mobility Feaiures 5-45

Step 6: Associate Users with Device ProfilesThis step describes how to associate users wilh device profiles.

S":ep 6: Associate Users with DeviceProfiles

To add a new end user, go to User fv'anagernent > Lnd User

- Set default profile, if there is more than one controlled profile

,JlIr lrJ.„.„l,„„ . 1. Confgure an end user

j^^. and seta PIN for login-•'=' ["•« — —

c™,.

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2 Associate user with one 'f~"~~' <'•"••'>'" j"-'-1''or more device profiles. | |

L"":1' |w-,:l" ^

In the I-nd Iscr Configuration window (accessible in Cisco Uniiied Communications ManagerAdministration b> choosing Tser Management > End I scr). choose the device profile orprofiles that should be associated wilh the user in the list of Available Profiles. Click the downarrow to add them to the list of Controlled Profiles.

When users lia\ e more than one de\ ice profile associated, they must select the profile that lhe\want to use afler ihe\ log in with their user credentials. Ihe Default Profileoption sets theselected de\ice profile at the top of the list. This profile is provided to the user for deviceprofile selection.

5-46 IntroducingCisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 ©2010 Cisco Systems. Inc

Step 7a: Configure Phones for Cisco Extension MobilityFinalh. the phone must be enabled for Cisco Extension Mobility and subscribed to the CiscoExtension Mobility phone senice. The figure shows the first part ofthis procedure-enablingCisco Hxtension Mobility on a phone.

Step 7a: Configure Phones for CiscoExtension Mobility

Navigate to Device > Phone and enable CiscoExtension Mobility.

"'"•"•" [;i™«;4.M!?o

C.^fort' JGMM i

rsF..,,..™l<>™> Enable or disable Cisco

Extension Mobility,choose specific device

profile or use current

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In the Phone Configuration window (accessible from Cisco Uniiied Communications ManagerAdministration by choosing Device >Phone), check the Enable Extension Mobility checkboxto enable Cisco Extension Mobility. Choose a specific device profile or thecurrentlyconfigured device settings to be used during the logoff state. Ifselecting a specific configuredprofile, a mapping between the login device and the login profile isretained after the user logsout. If Use Current Device Settings wereselected, nomapping is retained. Therecommendation is to use the current device settings.

© 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features

Step 7b: Subscribe Phones to Phone ServiceIhe last step ofCisco Extension Mobility configuration is to subscribe the IP plione lo theCisco Extension Mobility plionesenice.

5-48

Step 7b: Subscribe Phones to PhiService

In the Phone Configuration window, chooseSi>b3Cribe-J'-subscr,be Services from Related Links to open theSubscribed Cisco IP Phone Services window.

• Notnecessary ifenterprise subscriptions are used

ifMflfMWIHflfflJffl 1 Choose the Cisco

Extension Mobilityphone service byusing the name

assigned in Step 3,then click Next.®-

2. Enter the service

name as it should

appear at the phone.

mzz~

Caution This step is only necessary if theEnterprise Subscription check box in Step3 isnot used.

Ilie process of subscribing the IPplione to the Cisco Intension Mobilitj service is the same asthe process thatwasexpliiined in Step 5. where thedevice profile wassubscribed to theCiscoIntension Mobilitj senice. In the Phone Configuration window, choose the related linkSubscribc/l nsubscribc Scnices to open the Subscribed Cisco IP PlioneServices window andsubscribe to the scr\ ice.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc

Configuring Call Coverage in Cisco UnifiedCommunications Manager

This topicdescribes the call coveragefeatures. Call coverage leaturesarc used to ensure that allincoming calls to Cisco Unified Communications Manager arc answered by someone,regardless of whether the called number is busy or does not answer.

Call Coverage Overview

Feature j Description

Shared Lines

Commonly used tor hoBhe features. Forexample, use a second directory number asa shared fine for the IT hotline.

Barge and cBarge Join an active cal on a shared line.

Cal Pickup GroupsPick up calls from a specific directorynumber; for example, to set up a Salespickup group.

Park an active call in a previously configuredCaP Park and Directed Call Park cal park directory number range and allow

users to pick up thecal, from other phones.

Hunt Groups Provides basic ACO functionality.

The table in the figure lists the commonly used call coverage features in Cisco UnifiedComniunications Manager. The features are explained in detail on the following pages.

i 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-49

Shared Lines

5-50

With a shared line, the same directory number can be applied to two or more devices.

Shared

When two

directory ndisplayed

Jnes

or more IP phones have the sameumber, a list of device names will be

n the Associated Devices panel.

""^• •- ' '•• • _.

Enter the same

directory number ontwo or more phones

Edit Device |Edit Ljfte Appearance 1

VA

All dev ices with the same directorv number will ring at the same time when an incoming callarrives. To configure a shared line, simplv add the same directory number to a second device.I lie Assouaied Devices list shows all devices lhat have the same directory number configured.All directorv number settings, except the dev ice-specific settings al the button ofthe deviceconfiguration arc applied to all devices that have the same director;' number, for example, callforward settings can onlv be configured globally for a directory number, while the line textlabel on a specific IP phone can be different from another IP phone with the same directorvnumber.

Note If the same directory number is configured in different route partitions, these directory

numbers are not shared

Introduang Cisco Voice and Unified Communications Administration (ICOMMj v6 0 )Z010 Cisco Systems, Inc

Barge and cBarge Service ParametersBarge and Privacy can be configured from the Service Parameters option, which affects allshared lineswithin the Cisco Unified Communications Managercluster. Bargeand Privacy canalso be configured at the Phone Configuration page for the individual phone.

Barge and cBarge Service Parameters

Navigate to System > Service Parameters and select theCisco CallManager service:

• The BuiltinBridge Enable service parameter activates the internal IPphone bridge for Barge.

• Privacy Settings are activated by default to disallow other users onshared lines to view call information or to barge into calls.

• The Single Button Barge/CBarge Policy parameter allows users tojoin active calls on a shared line by pressing the shared line button.

[cS ~Z

_* ]u(f

Navigate to System > Service Parameters under CiscoUnified Communications ManagerAdminislration to configure Barge and Privacy for the cluster. Select the server and then theCisco CallManager Service from the Service drop-down menu. The Service ParametersConfiguration page for the Cisco Unified Communications Manager Serviceappears.

isco Unified Communications Manager provides three clustcrwide service parameters:

Built In Bridge tnabie: This service parameter controls the built-in conference bridgecapability.

Privacy Setting: This service parameter controls the Privacy feature.

Single Button Barge/cBarge Policy:This serviceparameter activateseither the BargeorcBarge feature by pressing the remote in-use line button on the IP phone.

he following are more details about each parameter:

Built In Bridge Enable: The default for this service parameter is Off. fhis parameterenables or disables the built-in conference bridge capability for phones that use the Bargesofikev. Set this parameter for each server in a cluster that has the Cisco UnifiedCommunications Manager Service and Barge configured.

Privacy Setting: The default for this service parameter is True. This parameter enables ordisables the Privacy feature for phone users who do not want to display information onshared-line appearances. Set this parameter for each server in a cluster that has the Cisco(inified Communications Manager Service and Privacy configured.

>2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features

• Single Button Barge/cBarge Policy: Thedefault forthisservice parameter is Off. Thisparameter enables or disables the Barge or cBarge feature by pressing only the remote in-ttse line button on the IP plione. When the line button is pressed, the Barge orcBargefeature is automaticallv activated.

Sei the Prix acv Settings to false and activate the Build In Bridge to insure thai Barge will work,for cBarge. configure a media resource with conferencing capabilities.

Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc

%»

Barge and cBarge SoftkeysWith the Barge and cBarge softkeys. endusers areable to access these features.

Barge and cBarge Softkeys

Navigate to Phones > Device Settings > Softkey Template

2. Configure theRemote in Use layoutwith Barge or cBarge.

As previously stated, end users can use the Barge softkey in the remote in-use call state. Createa new softkev template or modify an existing softkey template with the Barge or cBargefeature. Both features can be active in a single softkey template. Navigate to Phones > DeviceSettings > Softkey Template and click ("onfigure Softkey Layout. Select the Remote in I'secall state and add Barge. cBarge, or both lo the softkey template. When finished, click Save.

>2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-53

Barge and cBarge ConfigurationInorder to use the Barge or cBarge feature, someconfiguration is required on the deviceordevice profile.

Barge and cBarge

• Privacy and Single ButtonBarge can be configured on-

Device or Device Profile

Device Pool

Service Parameters

- The Built In Bridge can beconfigured on the device

• To use the values that were

configured in the ServiceParameter use Default

• For cBarge, verify that aConference Bridge isconfigured in the MediaResource Group List.

Confi<jurat.osConfigure the softkey

template on the device.in.- wu

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To allow users to access the Barge or cBarge feature, add the previously configured softkeytemplate on the device or dev iee profile.

In addition to setting these parameters clusterwide through the Service Parameters, the Built-inBridge and Privacv settings can be configured at the device level (device or device profile) orin a device pool. Ifthe device-level settings are set lo default, the device will use theclusterwide parameters. If il is set to On or Off. it will override the clusterwide parameters anduse the local setting instead.

Anv changes that are made to the Phone Configuration page requires the administrator toperform a Save and Apply Config of the plione.

Introduang Cisco Voice and Unified Communicalions Administration (ICOMM] v8 0 ©2010 Cisco Systems, Inc

Group Pickup ConfigurationCall Pickup allow saphone user to answer a call that is ringing on another phone.

Group Pickup Configuration

Navigate to Call Routing > Call PickupGroup

J

I am

1 Create or modify snexisting Call Pickup group.

2 Configure NotificationSettings.

3. (Optional]Associate withother Call Pickup Groups.

Fromthe Findand ListCall Pickup Groupspage, clickAdd New. A newCall PickupConfiguration page appears. Enter a name, number, and description forthe new Call Pickupgroup. In the example. 5002 has been selected forthe Sales Call Pickup group. Unlike manynumber assignments inCisco Unified Communications Manager Administration, Call Pickupgroup numbers cannot contain wildcards. TheCall Pickup group numbers arenormally placedintothe same partition as the partition forthedirectory numbers for the phones in thegroup.Forexample, ifthe phones inthepickup group arein the HQ-Phones partition, the pickupgroupnumberwill also be in the HQ-Phoncs partition.

There may be a reason lo restrict access to the pickup group. If this restriction is desired, placeIhe Call Pickup group number in a separate partition, andthen placethe partition in a callingsearch space (CSS) to which only the phones in the CallPickup group are assigned. Byrestricting access inthis manner, only phones in the specific pickup group can retrieve callsringing in that group.

Optional!;. the administrator can associate other Call Pickup groups to thenewly created CallPickup group. This screen is only visible when the initial configuration for the newCall Pickupgroup isdone and theSavebutton is clicked. Associating another Call Pickup group allows endusers to use the Other Pickup feature, whichwas explained in the lesson"'UnderstandingTelephonv Features" in this module.

) 2010 Cisco Systems. Inc. Enablement of End User Telepnony and Mobility Features 5-55

Configuring the Softkey Template for Call Pickup GroupsLnd users can access Call Pickup features using sofikev templates.

'ickup Groi

The Pickup softkeys can be applied to On Hook and OffHook call states

Create different softkey templates for different user groups.

For example, users without an associated Call Pickupgroup do not need the OPickUp softkey.

fo enable the different softkey features for end users, the administrator must add the desiredpickup sofikev to a softke; template. Navigate to Device > Device Settings > SoftkcvTemplate, select or adda softke; template, and choose theConfigureSoftkey Lavout link.The pickup softke; s (PickUp. GPickl Ip. OPickUp) can he added in the OITIlook or On Hookcall state. When read;, click Sa\e and applythe softkey template loan IP phone or deviceprofile.

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM] v3.0 ©2010 Cisco Systems, Inc.

mm

Assign a Directory Number for a Call Pickup GroupOnce the pickup group has been created, the administrator needs to assign the directorynumbers to the group.

Assign a Directory Numberfor Call Pickup Group

Navigate to Call Routing > Directory Number

Add the desired DN to i

Call Pickup group.

9^z

(Optional) ChangeIhe Audio Alert

Settings for Call1 Pickup groups.

When Call Pickup Group AudioAlert Settings are set to Use SystemDefault, the Cisco CallManager service parameter settings are used:

Theconfiguration iscompleted at the line level, through theDirector;' Number Configurationpage. Navigate toCall Routing >Directory Number. In the example in the figure, the CallPickup group is Sales inHQ-Phones partition. The Call Pickup Group Audio Alert Setting forthe phone idle orphone active state determines the type ofnotification an incoming call sendsto members of a Call Pickup group. Ifthe called phone doesnotanswer, the phones in theCallPickup group that are idle will either hear a short ring (ring once) orhear nothing (disabled).Thephones in the Call Pickup group that arebusy will cither hear a beep (beep beep) or hearnothing (disabled).

)2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features

Call Park and Directed Call Park ConfigurationFrom the Cisco (.inified Communications Manager Administration window, choose CallRouting >Call Park to begin the Call Park configuration, orchoose Call Routing >DirectedCall Park to begin ihe Directed Call Park configuration.

I Park and Directed

ifiguration

•- A number or range canbe configured.

Define a reversion number

vAien a parted call 15 nol

received

Navigate to CaH Rout*13 • Ga^i Park or Dnecttvcj Coll Pssk

Service parameters can be configured inthe CallManagerservice:

^ For Call Park and

Directed Call Park, seta

timer when a parked callis not received.

The Park softkey is configured by default in the connected line state.

Cisco I [ni:led Communications Managerdocs not automatically know what number lo use forCall Park retrieval. Ihe administrator must configure it.Theadministrator must set up the cal!park number, numbers, or range of numbers. These may be individual numbers, but tlicy arenormallv configured in a range. That means that theadministrator canset uponecall parknumber or a range of call park numbers, using the wildcard techniques, for example, enter101X to create a number range from HUOlo 1019.

A call park numberor rangeof numbers is normallv assigned to a partition. This numbercouldhe in the same partition as the internal extensions or different ranges can be placed in difierentpartitions, h can therefore be arranged that onlv certainphones or userscan pick up parkedcalls from a certain number range, fhis functionality is a security feature, vvliich could apply tolevels of management or different departments in a companv.

A range of call park numbers must be assigned to each Cisco Unified CommunicationsManager in ihe cluster that will be managing call processing. Park /.ones are issued to callsfrom the Cisco Inified Communications Manager server to which the phone is registered.While therewill be different numberranges foreach Cisco I'nified Communications Manager,the call can be picked up bv anv phone, regardless ofthe Cisco Unified CommunicationsManager to which the retrieving phone is registered. This situation is another reason why theperson placing the call on park must note the park number, fhis number will clear from thedisplay in 10 seconds bv default. When a call in a park slot is not received from Call Parkwithin a specified amount of time, the call is sent back to the original called parly. Ry default.this timer is set 10 6(1 seconds. Both the Call Park Displav Timer and the Call Park ReversionTimer can be configured in the Cisco Unified Communications Manager Service parameters.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.

When Call Park is selected from an IP phone, Cisco Unified Communications Managerautomaticallv assigns acall park number and puts the caller on asystem hold. In Call Park, theuser does not get to choose the call park number. However, Directed Call Park allows the IPphone user todecide what number isassigned tothe caller.

There is also an additional option for the Directed Call Park feature. As mentioned earlier inthis section on Call Park, ifthe parked call is not picked up in 60 seconds, itwill be redirectedto the original phone. In Directed Call Park, the administrator has the option ofdirecting thecall toanother extension. This option is referred toas a reversion number and can be configureddifferently for each call park number or range.

The Directed Call Park feature is accessed differently than theCall Parkfeature. Directed CallPark does not use a softkey. Instead, it uses the transfer softkey todirect the caller lothedirected callparknumber specified by the IPphone user.

'Io configure a new directed call park number orrange, enter anumber or range in the Numberfield. Choose a reversion number. Thisnumber may be theoperator, forexample. A retrievalprefix allows for easy pickup. In the example in the preceding figure, the call can be retrievedby choosing 8.

12010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features

Add the BLF Directed Call Park FeatureIn addition to the Directed Call Park feature, the administrator can define a busy lamp field(BLF) button on an IP phone to monitor a Directed Call Park number.

.dd Cai

• Modify or add a new phone buttontemplate.

rr^r-3 [7-™

Use the Call Park BLF

feature

• Add the phone button template to a device and set the BLF DirectedCall Park

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Toconfigure theCall Park BLF feature, modifv or adda new phone button template andaddthe Call Park Bl F feature as shown in the figure. Navigate to Device > Device Settings>Phone Button Template and modify or create a new phonebutton template. Usethe Call ParkBl F feature and click Save. Associate an IP plione or device profile with thisplione buttontemplate. \a\ igate to Dev ice> Phone or Device> DeviceSettings > Device Profilesandselect eithera dev iceor dev ice profile. When the phone button template is applied to an IPphone or dev iceprofile, click theCall Park BLF button in llie device configuration to addtheDirected ( all Park number that should be monitored. Then, add a label, which isdisplayed onthe enddev ice. FinalK. savethisCall Park Rl Fwith the Save button andclose the Busy LampField Directed Call Parkconfiguration window. Save the deviceconfiguration withthe Savebutton and then pressApply Config to reset the dev iceor deviceprofile.

Note Only a single Directed Call Park number can be monitored with the Call Park BLF feature.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Hunt Configuration StepsHunt groups allow incoming calls to aspecific number (pilot number) to be directed to adefined group of extension numbers.

Hunt Configuration Steps

1 Add line groups and associate directory numbers.2 Configure hunt lists and add linegroups.3 Set a huntpilot and define Forward Hunt settings.4 Define service parameters and set the Login/Logout

feature.

The figure lists the steps that are required to configure ahunt group in Cisco UnifiedCommunications Manager. The steps are explained indetail onthe following pages.


Step 1; Add a Line Group

5-62

Begin the configuration ol hunt groups by creating a line group. The line group will contain lliedirectorv numbers that will be used within the hunt group, fhe line group includes thedistribution algorithm as well as the various hunt options.

1: Add Line Group Groui

Modify or add a new

The membership in a line group is visible in the directorynumber configuration.

Io create a line group, choose Routt- Plan >Route/Hunt >Line Croup inCisco UnifiedCommunications Manager Administration. Add anew line group ormodify an existing one.Filter a name and select adistribution algorithm and hunt option. Fhe following distributionalgorithms are a\ailable:

• Top Down: Fhisdistribution algorithm distributes a call lo idle or available membersstarting from the first idle or available member of a line group to llie last idle or availablemember.

• Circular: Ihis distribution algorithm distributes a call loidle oravailable members startingfrom the (n-H)th member of a line group, where the nth member is the member lo whichCisco Unified Communications Manager most recently extended a call. Ifthe nth memberis tile last member of a line group. Cisco IIni lied Communicalions Manager distributes thecal! starting from the top of the linegroup.

• Longest Idle Time: This distribution algorithm distributes a call to idle members of theline group starling from the member who has been idle lorthe longest period to themember who has been idle for Ihe shortest period.

• Broadcast: Distributes a call toall idle or available members of a line groupsimultaneous!}.

Optional!}, change the Ring No Answer (RNA) reversion timeout, llie RNA ReversionIimeout defines the time inseconds after which Cisco Unified Communications Manager willdistribute a call to the next available or idle member oflhis line group ortothe next line groupifthe call is not answered. Ifthe first hunt option, frv next member, is nol answered, then thetievt group in the hum list is chosen. The RNA Reversion Timeout applies al the line-grouplevel to all members.

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

art

After trving aline group member, in the event of no answer, busy, or not available howhunting continues depends on the line group hunt option. That action is configured per event(no answer, busy, and not available) as follows:l Trv Next Member, Then, Try Next Group in Hunt List (Default): Sends the call to the

next idle or available member of this line group, irno more members arc available in thisline group, go to the next line group configured in the hunt list. Ifno more line groups areavailable, hunting stops.

• Trv Next Member, but Do Not Go to Next Group: Sends the call to the next idle oravailable member ofthis line group. Ifno more members are available in this line group,hunting stops.

• Skip Remaining Members, and Go Directly to Next Group: Sends the call to the nextline group. Ifno more line groups arc available, hunting stops.

• Stop Hunting: Stops the hunting process.

To complete this task, highlight the various directory numbers (use the shift or control key toselect multiple directorv numbers) from the Available DN/Route Partition field in the LineGroup Configuration page. Click Add to Line Group. The directory numbers that wereselected will now be displayed in the Selected DN/Route Partition field.Use the up and down arrows to the right ofthis field to change the order. Ifthe administratorwants to remove adirectorv number from the line group, click the down arrow below the field.The director}- number will then be displayed in the Removed DN/Roulc Partition field. Whenfinished, click Save.

)2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-63

Step 2: Configure Hunt ListsAhunt list comprises acollection of director} numbers as defined by line groups Alter Cisco

nif ,ed Comnuimealions Manager determines thai acall is lo be routed through adefined huntlist, it finds the first available dev ice based on the order ofthe line group or (-roups that aredefined in a hunt list.

Step 2: Configure Hunt Lisl

Modify or add a new hunt list:

Ahunt list is a set ofline groups that are amiuged in aspecific order. Fach bunt lisl shouldhave at least one line group, and each line group should include at least one directory number.However, a single-line group can appear in multiple hum lists. The hunt list is then associatedwith oneor more hunt pilots.

Ilunt lists dcterniine the order in which the various line groups are accessed. Fhe order controlsthe progress ofthe search for available director} numbers for incoming calls.To add a hunt list. na\ igatc toCall Routing > Koule/llunt > Hunt List from Cisco UnifiedCommunications Manager Administration. Add anew hunt list or modify an existing hunt list.from the Hunt 1^Configuration page, enter anew name and description for the hunt list andselect aCisco 1'nified Communications Manager (iroup from ihe drop-down menu. ClickSave.

Note Once a hunt list is created, it will register with Cisco Unified Communications Manager. If theadministrator makes any changes tothehunt list, itisnecessary toperform a reset.

Provide a name and description for the hunt lisl. Then select a Cisco Uniiied CommunicationsManager (iroup to which the hunt lisl will register. Click Save. The Hunt Fist Configurationpage appears.

The hunt list is created, but needs to he associated with the desired line groups. From the IluntList Configuration page, click the Add Line Group button. Fhe Hunt Lisl Detail Configurationwindow will appear.


From the Hunt List Detail Configuration page, select the desired line group from the line groupdrop-down menu. Click the Save button. The line group that was added is now visible in theSelected Group field ofthe Hunt Fist Configuration page for thai hunt list. To add more linegroups to this lisl. click the Add Line Group button and repeat the procedure for selecting linegroups. When finished, click the Save button. Click the Reset button to reset the hunt list.Verify that the hunt list is registered.

>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features

Step 3a: Set Hunt PilotAhunt pilot comprises asiring ofdigits and aset ofassociated digit manipulations that routecalls to a prev iousl} configured hunt list.

i. Set Hunt Pil

Modify or add a new hunt pilot:

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I Set a DN and a

route partition

2. Associate witil

a hunt list.

^ 3 Add an alertingname tor calls

To add a hunt pilot, choose Call Routing > Route/Hunt > Hunt Pilot from Cisco UnifiedCommunications Manager Administration. Add a new hunt pilot or modify an existing huntpilot.

lintera hunt pilot number andassociate the number to a route partition. Verity that theselectedroutepartition is member of a CSS that is reachable from the IP phones or from the publicswitched telephone network (PSTN) from which the hunt pilotnumbercan be called. Chooseahunt list to determine where the hunt pilot shouldroute incoming calls. Finally, defineanAlerting Name for incoming calls.

Intrcduang Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems. Inc

Step 3b: Set Hunt ForwardingIfan incoming call to ahunt pilot cannot be answered, the administrator can define HuntForw ard Settings. This situation may occur when all line group members are busy or nomember answers the incoming call.

Step 3b: Set Hunt Forwarding

Hunt Forward Settings for the Hunt Pilot• Ifa user is forwarded to a hunt pilotand no linegroup member

answers or all members are busy, final destinations can beconfigured:

Check the Personal Preferences check box to use the CallForward No Coverage of the forwarding phone.

- Add a Destination and CSS on hunt pilots to send callers to anoperator or voice mail.

-^JAdd the hunt pilot to a

Call Pickup group.

Specify the maximumhunt timer

Default1 1500 sec

Use the Ilunt Forward Settings to configure forwarding ofhunt pilot numbers when a callcannot be answered or all members are busy. TheUsePersonal Preferences checkbox allowsyou to use the personal Call Forward No Coverage (CFNC) feature in the Director}' NumberConfiguration window, when an IP phone user has forwarded all calls to a hunt pilot. When theUse Personal Preferences Checkbox is checked anda call is forwarded to thehuntpilot, theCisco Unified Communications Manager ignores anynumbers in the Destination field. Whenusing an extension where calls should be forwarded (for example, another hunt pilot, voicemail, oroperator number), type the number inthe Destination field and define the CSS. ThisCSS will be usedwhen Forward HuntNo Answeror Forward Hunt Busy are configured with adestination. Forthe Use Personal Preferences checkbox, the CSSofthe CFNC in the director}numberconfiguration windowwill be used.

i 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-67

Step 4: Service Parameters and Login and Logout FeatureThis figure shows how to configure service parameters for the Hunt (iroup feature and how toenable the logon and logofffeature lor hunt groups.

Step 4; Service Parametersand Login and Logout Feat

Hunt group service parameters can be configured in the CiscoCallManager service:

The Hunt Group Logout feature can beconfigured in the phone button templateor in the softkey template;

AActivate this to use Ihe

configured pickup group ofIhe directory number in a line

group

Specify an audio file thai15played to a logged out

userwtien hunt call

arrives

To set service parameters for hunt groups, choose System > Service Parameters. Select aserverand then the CiscoCallManager Service. When enabled, the Use Pickup Groupof LineGroup Member DN allows the usage ofthe Call Pickup groupthat is configured on thedirector} numberof the line groupmember. Willi the broadcast algorithm as the linegroupalgorithm, onlv ihe Call Pickup group ofthe limitpilot number will be used. In other words, forthe broadcast algorithm. Cisco Unified Communicalions Managerwill alwavs consider thisparameter as set to False e\ en if it is set to True.

The Hunt Group Logoff Notification parameter specifies the name ofthe ring tone file that IPphones plav when a member of a line group has logged off. This tone alerts a logged-off userthat there is an incoming call to a hunt list of which the line is a member, but the call will nolring the phone of that linegroup member because of the logged-offstatus.This feature provesuseful in situations where users have logged off to go to lunch or attend a meeting. Forexample, upon returning to the desk the} will be reminded by the Lone to log in again. Thedefault. None, indicates no ring tone.

To activate the login and logout feature for hunt groups, navigate to Device> Device Settings> Phone Button Template and select an existing phone button template or create a new one.Add the Ilunt Ciroup Logout feature to the phone button template. Save the phone buttontemplate with the Save button and apply it to a device or device profile. Once the device isconligured with the new phone button template and reset, the button is available on the device.

Intrcduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems. Inc

Configuring Intercom Functionality in CiscoUnified Communications Manager

"Fhis topic describes the intercom functionality. There are three steps tobe taken toconfigurethe Intercom feature.

Intercom Configuration Steps

1 Create intercom partitions.

2 Verify or change intercom calling search space.

3 Create intercom directory numbers.

Follow these steps to configure the Intercom feature:

Step 1 Create an intercom partition.

Note When creating an intercom partition, the Cisco Unified Communications Manager willautomatically generate a corresponding intercom CSS with the same name {extended by the

text "_GEN") that includes this new intercom partition.

Step 2 Verify the automatically generated intercom CSS. or, optionally, replace it with acustomized intercom CSS.

Note Customized intercom CSSs are only required if an intercom phone button should support

multiple intercom targets and if access control is required in order to limitthe targets that are

available to the intercom phone button. The automatically generated intercom CSS does not

need to be changed for a standard implementation of point-to-point intercom lines.

Step 3 Create the intercom directory numbers.

© 2010 Cisco Systems, Inc. Enablemenl of End User Telephony and Mobility Features 5-69

Step 1: Create Intercom PartitionsFirst, the intercom partition must be created.

5-70

Navigate to Ca!i Routing > Intercom > intercom RoutePartition

• Intercom partitions are created like normal partitions are created.

- Define a name and an optional description.

Choose Call Routing > Intercom > Intercom Route Partition lo add one or more intercompartitions. Intercom partitions are created in the sameway as nonnal partitions. Fnterthepartition name and description, which should be separated by a comma.


Step 2* Intercom Calling Search SpaceAfter creating one or more intercom partitions, one intercom CSS is automatically created per

If required, intercom CSSs can be customized manually.intercom partition

Step 2: Intercom Calling Search Space

Navigate to Call Routing >Intercom >IntercomCalling Search Space• Intercom CSSs are createdautomatically.• Modify the Intercom CSS if other dial plan requirements are

necessary.

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To manage intercom CSSs. choose Call Routing >Intercom >Intercom Call.ng SearchSpace This configuration is only required if an intercom phone button should support multipleintercom targets and if access control is required in order to limit the targets that are availableto the intercom phone button. The figure shows the intercom CSS lhat was automat,callycreated after the partition was added inthe previous step.

©2010 Cisco Systems. IncEnablementof End User Telephonyand Mobility Features

Step 3: Create Intercom Directory NumberThe next step is to create intercom directorv numbers.

Step 3: Create Intercom Directory

5-72

Configure a phone button template with a intercom line;

Select a phone and apply the phone button template and editthe intercom line settings:

1 Define an Intercom directory

Li*_rr_j2 Configure tne

device name

number and use the created roulepartition arid CSS

3 Use Speed Dialparameter for point-

to-point Intercom

First of all. create aphone button template that includes an Intercom Line as shown in thefigure (_ hoose Dev ice >Dev ice Setting >Phone Button Template and add anew phonebutton template or modifv an existing one. Select the Intercom feature and click Save.Applv this phone button template to adev ice. Choose D« ice >Phones and select the desiredphone or create anew one. Change the used plume button template on llie dev ice to the new tvcreated or changed phone button template. Click Save and Apply Config.An emptv intercom line is mm shown in the device configuration window. Click at thentercom line to open the intercom directorv number configuration window. Filter an Intercom

Directon Number: select the prcv iouslv configured Route Partition and CSS Set the DefaultActivated Dev ,cc to the dev ice name for the dev ice that should use the intercom line Finallvselect aSpeed Dtal enirv to allow auser to open aspeed-dialed connection when he presses' theintercom line on his IP phone. Will, a speed dial enlrv. the end user cannot dial anv oilier 'intercom directorv number. Without aspeed dial, the end user must dial ihc desired intercomdestination, \\ hen finished, click Save and Apply Config.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) V8 0©2010 Cisco Systems. Inc

Configuring Native Cisco UnifiedCommunications Manager Presence

This topic describes how to enable support for native Cisco Unified Communicalions Managerpresence.

Configuring Speed Dial BLF

1 Modify phone button templates to include presence-enabled speed-dial buttons.

2 Apply phone button templates to phones.

3 Configure presence-enabled speed-dial buttons.

The configuration procedure forpresence in Cisco Unified Communicalions Manager includesthe following steps to activate speed-dial BLF:

Step 1 Customize phonebuttontemplates to includespeed-dial BLF buttons.

Step 2 Applv phone button templates to phones.

Step 3 Configure speed dial BLF buttons.


Step 1: Modify Phone Button TemplateThe first step isthe configuration of a phone button template, as shown inthe figure.

ify Phone But

Navigate to Device > Device Settings > Phone ButtonTemplate

Configure presence-enabled speed-dial buttonsin phone button template.

To configure a plione button template that includes speed-dial RI.Fs. choose Device > DeviceSettings > Phone Button Template and add a new template or copy one ofthe default phonebutton templates and save il with a new name. Configure the phonebutton template with thedesired number of speed-dial Rl Fs.

Inlroducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

Step 2: Apply the Phone Button Template to PhonesThe figure shows how a phone button template isapplied toan IP phone.

Step 2: Apply the Phone ButtonTemplate to Phones

Navigate to Device > Phone:

Device »nrt»iah MLF

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C.ervrm r-^'j B'Ert* ^1^4)4 Cnmnwn It^ra »rof4* ^"^^ Assign phone button| template tothe phone.

Assign the previously configured phone button template to the IPphone thatshould beconfigured forspeed-dial BLFs. Goto the Phone Configuration window andselecttheappropriate template from the Phone Button Template drop-down lisl.

>2Q1G Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-75

Step 3: Configure Presence-Enabled Speed-Dial ButtonsThe figure showsthe configuration of a speed-dial BLF.

ngure rnMai Bui

Navigate to Phone Configurator,:

1 In the Phone Configurationwindow, click links '.a add s

pressnee-enabled speed dial

After the new phone button template has been applied, the speed-dial BI.F buttons arcdisplaved in the Association Information area ofthe Phone Configuration window. The phonenow has the capability to use buttons lor speed-dial Ill.F. but in order to use the buttons thatwav. the bullous must be configured appropriately. To configure speed-dial BLFs, click theAdd a new BLF-SD link and the Busy Lamp Field Speed Dial Configuration window opens.In tins window, configure the target {thai is. the presence entity to be watched) of the speed-dialBLF button and a label that will be displaved on the phone screen next to the correspondingbutton.


Enable Presence-Enabled Call ListsIfcall lists should also provide presence infomiation. the appropriate enterprise parameter mustbe enabled, as shown in the figure.

Enable Presence-Enabled Call Lists

Navigate to System > Enterprise Parameters

After changing the BLF For Call Lists enterprise parameter toEnabled, all phones that supportpresence-enabled call lists must be reset in order for the change to become effective.

i 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features

Presence Policy Example: Subscribe CSSThe diagram illustrates a presence policv example that is based on partitions and SubscribeCSSs.

Presence Policy Example: Subscribe C^

Phonel

Phone 1

Subscribe CSS

CSSs

C-1 P-1 P-2

C-2 P-1 P-2 P-3

C-3 P-1

flie configuration consists of threeCSSs: C-l contains partitions P-I and P-2.C-2 containspartitions P-L P-2. and P-3. C-3 contains onlv partition P-I.

Phone I haspartition P-l applied to its line, which is conligured with directory number lOOl.CSS C-1 is assigned lo phone 1.

Phone 2 has partition P-2appliedlo its line, which is configured withdirectorv number 1002.CSS C-2 is assigned to phone 2.

A SIP phone wilh number 1003 can be reached through a SIPtrunk. Thecorresponding routepattern 8.1003 is in partition P-3. CSS C-3 is assigned to the SIP trunk.

fhe effecti\ e peniiissions for presence subscriptions are as follows; Phone I is allowed towatch the status of 1002 butnot thatol'1003. Phone 2 is allowed to watch both otherphones.Phone 3 is allowed to subscribe to presence information of 1001 but not of 1002.

Note The CSS in the figure refers to the standard CSS that is used for the implementation ofcalling privileges The CSSs are not relevant for the discussion of presence subscriptionpermissions, but because they also depend on the configured partitions, they are added

here to illustrate that they must be considered in the overall configuration

Partitions and Subscribe CSSs apply to both presence-enabled speed dials and presence-enabled call lists

Introducing Cisco Voice and Unified Communications Administration (ICOMM| v8 0 >2010 Cisco Systems, Inc

Assign Subscribe CSSs to Phones and SIP TrunksThe first two steps ofimplementing presence policies are based on partitions and SubscribeCSSs. Creating partitions and CSSs are not shown, because configuring them is a prerequisitefor this course.

Assign Subscnbe CSSs to Phones andSIP Trunks

Create CSS and partitions for subscription in CallRouting > Class cf Control menu.

Device > Phone

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C-J

JApply SubscribeCSS to trunks.

The figure shows how CSSs arcassigned to Cisco Unified IPphones and SIP trunks asSubscribe CSSs.

)2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-79

Presence Policy Example: Presence GroupsIhe diagram illustrates a presence policv example that is based on presence groups.

Presence Policy Example:

Presence Groups:G-2 to G-3 Permitted

G-3toG-1 Permitted

Rest Denied

-Permitted Permitted

Denied-

Permitted

Permitted Oenied _

Ihe configuration uses threepresence groups: G-l. G-2. and G-3. Inlerpresence groupsubscriptions are pemiitted from G-2 to G-3 and from G-3 to G-1. All other interprcseneegroup subscriptions are denied.

Phone I has presence group G-I applied to its line, which is configured with directory number1001. Presence group G-2 is assigned to plione I.

Phone2 has presence group G-2 applied to its line, vvliich is configured with directory number1002. Presence group G-2 is also assigned lo plione 2.

A SiP phone with number 1003 can be reached through a SIP trunk. Presencegroup G-3 isassigned to the SIP trunk.

fhe effective peniiissions for presence subscriptions arc as follows: Phone 1 is allowed towatch the status of 1002 and 1003. Plione 2 is allowed to watch 1003 but not 1001. Phone 3 is

allowed to subscribe to presence information of 1001 but not of 1002.

Introducing Cisco Voice and Unifed Communications Adminislralion (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

Presence Group Configuration Steps'fhis fieurc shows the configuration steps for presence groups.

Presence Group Configuration Steps

1 Configure presence groups.

2 Set the default ihterpresence group policy.

3 Assign presence groups to lines, phones, and SIP trunks.

Implement presence policies that arc based onpresence groups asfollows:

Step 1 Configure presence groups.

Step2 Set the default interprcsence grouppolicy.

Step 3 Assign presence groups to lines, phones, and SIP trunks.


Step 1: Configure Presence Groupsflie first step when implementing presence groups is to add and configure presence groups, a:shown in the figure.

5-82

»tep 1: Configure Presence

Navigate to System > Presence Group

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Enter name and

description forpresence group.

3ST

Individually configured--^ permission toward

listed presence group.

Permission lo unlistedpresence groups are

determined by systemdefault

Presence groups canbe added and configured by choosing System > Presence Croup. Onepresence group exists bv default and cannot be deleted; it is called the Standard PresenceGroup. All phones, lines, and SIP trunks aremembers of llie Standard Presence Group bydefault. The Standard Presence Group can be modified in the same way thaiihepermissions toother groups can be set. but it cannot be deleted.

When adding a new presence group, entera Nameand Description and configure thepermission for subscriptions towardother presence groups. The permission does not have to beentered towardall other presence groups. The permission for subscriptions towardunconfigured presence groups will be determined by system default,which is configurable as aCisco CallManager serv iee parameter.

Note Subscription permissions are configured in a unidirectional manner between pairs ofpresence groups It is possible to permit subscriptions from one group to another and todeny subscriptions in the opposite direction.

Intrcducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems, Inc

Step 2: Set the Default Interpresence Group PolicyThe figure shows the configuration ofthe default interpresence group policy.

Step 2: Set the Default InterpresenceGroup Policy

Service parameters can be configured in the CiscoCallManager service:

- CMttaidc P.r»mM«r«(Sv#lm - PfM*nc*l--fsr-rr Si.tKici'cr 'IjWira 'frtij-S'il ' iSCCC

Set the Default Inter-Presence Group

Subscription value.

The Default Inter-Presence Group Subscription valuespecifies the system default for presence subscriptionstoward presence groups forwhich no explicit permission hasbeen configured.

The Default Intcr-Prcsence Group Subscription service parameter specifies thesystem defaultfor presence subscriptions. Thesystem default is applied forsubscriptions toward presencegroups for which noexplicit permission has been set in theconfiguration ofthe presence groupfrom which the subscription request was sourced.

The DefaultInter-Presence GroupSubscription parameteris a serviceparameter ofthe CiscoCallManager Serviceand is configured fromSystem > Service Parameter.


Step 3a: Assign Presence Groups to Lines and PhonesThe figure shows how a presence group isapplied to lines and phones.

Step 3a: Assign Presence Groups

Navigate to Device > Phone

Call Routine

Directory Number

Assign presence group todirectory number (inpresence entity role)

Presence groupsallow the implementation of presence policiesby checking the pennission forsubscriptions going from one presence groupto anotherpresence group. Fach subscriberandeach presence entity must be in a presence group.

The IPphone itselfgenerates subscriptions (when presence-enabled speed dials or presence-enabledcall lists are used)and theirdirectorv numbers can be watched by other subscribers.Therefore, presence groups arc applied to the phone in fhe roleof a subscriber andto all plionelines in the role of a presence entitv.

Note Bydefault, all IP phones and all lines are in the Standard Presence Group

Intrcducing Cisco Voice and Unified Communications Administration (ICOMM) w8 0 '2010 Cisco Systems, Inc

Step 3b: Assign a Presence Group to a SIP TrunkThe figure shows how apresence group is applied to aSIP trunk.

Step 3b: Assign a Presence Group toSIP Trunk

Navigate to Device >Trunk• The presence group configured on a SIP trunk applies to

subscriptions being sent out and subscriptions being receivedon the trunk.

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• watcher and presence| entity role.

Cisco Unified Communications Manager can send subscribe out messages on a SIP trunk whenwatching apresence entity located on the other side ofthe trunk. Cisco UnifiedCommunications Manage'r can receive subscriptions on aSIP trunk when alocal directory-number iswatched over the SIP trunk by a subscriber that is located on the other side ofthetrunk. The trunk, therefore, can act asboth a subscriber and presence entity. On a SIP trunk,only one presence group can be configured. Therefore, this single presence group applies losending subscriptions aswell asreceiving subscriptions.


Configuring Cisco Unified CommunicationsManager Express Features

1his topic describes how to configure features in the Cisco Unified Communications ManagerL\press. c

:isco Extension Mobility

The voice logout profile sets the parameters for theephone when nouser is logged in

Avoice userprofile overlays the usersettings onan ephone.

voice user-profile 1

voice logout-profile 3number 2001 type normal

voice user-profile 5

number 2003 type normal

number 2004 type beep-ringuser mblack password cisco

speed-dial 1 0040413267199 label Humephone 1

mac-address 0001.A330.D53B

type 7 965

ip http Eerver

telephony-service

url authentication url sacretname paawrdauthentication credentials flecretnam e psswrd

Auser login seniee allows phone users totemporarily access a physical phone other than theirown phone and lo utilize their personal settings, such as directory number and speed-dialbuttons, as ifthe phone is their own desk phone. The phone user can make and receive calls onthat phone using the same personal directorv number that is on their own desk phone.

To configure Cisco lAtcnsion Mobility, prepare Cisco Communications Manager Fxpress forCisco Hxtension Mohilitv. In global configuration mode, set the iphttpserver command toenable the III IP sener on the Cisco Unified Communicalions Manager Fxpress router thathosts the service I. Rl. for the Cisco Intension Mobility login and logout pages.

F.uler telephonv-sen ice configuration mode. Configure the URL for authentication requests tothe internal authentication senerwith the url authentication url application-name passwordcommand. The URI. refers to the IP address ofCisco Unified Communications ManagerFxpress. Create an entry lor an applications credential in the dalabase that is used by the CiscoUnifiedCommunications Manager Fxpress authentication server. The authenticationcredential application-name password command setstheapplication credentials. Thefollowing output shows a configuration example:

Router i'config!#ip http server

Routericonfig,#telephony-service

Routericonflg-

telephony; #http:/'10 .1.1.l.'CCMCIP/autheiiticate .asp EM cisco

Routericonfig-telephony)#authentication credential EM Cisco

intrcducingCisco Voice and Unified CommunicationsAdminislralion (ICOMM) «8 0 ©2010 Cisco Systems, Inc.

Now. define a voice logoutconfiguration mode, enter tlvoice logout profile, for exfollowing output is an cxai

Router (conf i<i

Router (conf i<|

Router(confi

irofile. which will be bound to an ephone. From globale voice logout-profile tagcommand. This configuration creates a

i inple. with Ihc tag3 would be: voice logout-profile 3. Theitpiefor a voice logout profile configuration:

)#voice logout-profile 3

-logout-profile)#number 3001 type normal

-logout-profile)#feature-button 1 dnd

To activate this voice logouglobal configuration modei

Router(confi

Router(confi

Router(conf

Router(confi

profile onanephone, enter ephone configuration mode fromand bind the created voice logout profile to the ephone:

iM

i'!

10

Finally, create a voice userspecific voice user profile cconfiguration mode, enter tvoice user profile, forexamplThe following output show

Router(confi

Router(confi

Router(confi

Router(confi

Router(confi

Router(confi

)ttephone 2

-ephone)#mac-address 0024.C445.4E90

-ephone)#type 7965

-ephone)#logout-profile 3

irofile. A voice user profileallowsend users to log in with ai every Cisco Extension Mobility-enabled IPphone. Inglobale voice user-profile tag command. This configuration creates ae, a voiceuser profile with tag 4 wouldbe: voice user-profile 4.

an example for a voice user profile:

))#voice user-profile 4

t-user-profile)tuser jdoe password cisco

j-user-profile)#number 3002 type normal

j-user-profile)#speed-dial 1 2001 label "mblack"

i-user-profile)#feature-button 1 Dnd

i-user-profile)#feature-button 2 Privacy

in the voice user profile are the login credentials for the endthe voice logout profile and the voice user profile, can bespeed dials (with or without BLF). leature buttons (for Do Not

>r a number with different ring behaviors, for example numberring behavioror number 3003 silent-ring for a suppressed

fhe defined userandpassvvjorduser. Both types of profilesconfigured with features liDisturb (DND or privacy).3002 type normal for a noimalring-

Note

i 2010 Cisco Systems, Inc.

ik:

The used numbe •

was defined in

ephone-dn. For

create an

with the label

the ephone, wh

in the voice logout profileor voice user profile references a number, whichephone-dn configuration mode. To set a label or name, configure the

Example, when a voice logoutprofile with the number 3001 is configured,ephon -dn with the same number, 3001. In ephone-dn configuration mode, define

cofnmand the label for the voice logout profile. This label isnow displayed onis bound to the voice logout profile.

tl-3

c 1

Enablement of End User Telephony and Mobility Features

Call Forward SettingsCisco Unified Communications Manager Fxpress supports different types of call forwardsettings.

2 Create or modify an existingdirectory numoer ^^

1 Nauigalelo this path

This figure shows how to configure the call forward settings using Cisco ConfigurationProfessional Navigate to Configure > N'oice> I'scrs, I'hones and Extensions > Extensions.A list ofthe current configured extensions will be displayed. Select an existing extension orcreate a new extension bv pressing Create or Edit to modify an existing one. In theconfiguration window, which is now displayed, configure the desired call forward settings.When finished, click OK and then click Deliver to send the new configuration to the CiscoUnified Communications Manager F.xpresssvstem.

Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems Inc.

Night ServiceThe Night Serv iee feature allows administrators lo provide coverage for unstaffed extensionsduring hours that are designated as "night-service" hours. During night-service hours, calls tothe designated extensions, which arc also known as night-service directory numbers or night-service lines, send aspecial "burst" ring to nighl-serviee phones that have been specified toreceive this special ring.

Night Service

T^T] | 1 Navigate-"•s^j lothis path.

^i

^

2. Set the

schedules

3. Define NightSeivice code.

In Cisco Configuration Professional, navigate to Configure >Telephony Eeatures >NightService Bell todisplay the night service configuration window. Set the desired night seniceschedules, which can be configured on aweekly, annual, ordaily base. You can also define anight serv ice code. When you are finished, click Apply and Deliver to send the configurationto the Cisco Unified Communications Manager Express.

© 2010 Cisco Systems, Inc Enablement of End User Telephony and Mobility Features

5-90

Night Service (Cont.)

Night Service can be configured in two different ways:• Use only notifications ona designated Night Service Bell ephone

Configure Night Serviceephone-dnswith Call Pickup• Usethe Call Pickup softkeys on the Night Service Bell ephone to

pick up calls

• Forward automatically to a Night Service Bell during Night Servicehours

1 Define ephone-dn lou;e Call Pickup o- Call

Forwara

~^^

._ 6H ephoneas a Night

Service Sell

When the global night serv ice configuration isdone, select a night service bell and define thenumbers that will participate inthe night service. Navigate loConfigure > Voice > Users,Phones and Extensions >Extensions lo select the extensions that will participate in the nightservice configuration. Select an extension orcreate a new otic and open (be configurationwindow. Check the Enable Night Senice check box. Select either Cal! Pickup orCallforward lo beused for the extension. When choosing the Call forward option, settheCallforward numberin the configuration window. When vou are finished, click OK and Deliver.Next, define an IP phone to receive night service notifications. Navigate loConfigure > Voice> Users, Phones and Extensions > Phones and select an existing device or create a newdev iee. Open the configuration window and check the Night Service check box to set thisdevice as a night sen ice bell. Then click OK and Deliver.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O © 2010 Cisco Systems, Inc

PagingPaging prov ides aone-way voice path to phones that have been designated to receive paging.

Paging

r«.

1. Define PagingName and Paging

Number

2. Add ephonesfor paging

\3 Define PagingType (Optional).

In Cisco Configuration Professional, navigate to Conligure >Voice >Telephony Features >Paging Numbers. Theconfigured paging numbers aredisplayed. Click Create or Edit tomodify an existing number. The Paging Number configuration window opens.

Configure a Paging Name. Paging Group, and ifmulticast should beused, a Multicast IPaddress and User Datagram Protocol (UDP) portnumber. Therange thatpaging supports is thesame asthe range supported when using the command-line interface (CLI). Select the desiredphones from thelisland click OK and Deliver tosend theconfiguration to Cisco UnifiedCommunications Manager Express. Youcanalsoselectthe paging number andclickSetPhones Paging Type Preference to choose whether a phone should use unicast or multicaststreams. Note that multicast must be configured correctly in the Paging Number configurationwindow before phones can use multicast streams.

) 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-91

Shared Ephone-dn

Ashared ephone-dn allows an incoming call to he answered on multiple IP phones.

•hared Ephone-di

Navigate to Configure > Vc.ce -• User Phones and ExtensionsExcisions

Configure numberand label.1JS

wwim w ««p .

To create a shared ephone-dn. navigate to Configure > Voice > Users, Phones andExtensions > Extensions and create a new extension or modifv an existing extension. Select anextension and click Editor Add toconfigure a new extension. The extension configurationwindow will open, fntertlic Primarv Number and a Label. Click OK and Deliver lo send theconfiguration lo Cisco I 'nified Communications Manager Express.

Introducing Cisco Voice and Unified Communications Administration (ICOMMI v8.0 ©2010 Cisco Systems, Inc.

w

•mm

Shared Ephone-dn (Cont)

Go to Configure >Voice > User. Phones and Extensions > UserSettings and apply this configuration procedure to two or moreIP phones

,,... ...... / o I 1 Set the

rr —i **^ «-,(-.

Note

2. Select the

extension

E

This step requiresthat an IP phone has already been configured.

Navigate toConfigure >Voice >Users, Phones and Extensions >User Settings and create anew useror modify an existinguser. Selecta user and click Edit or Add to configure a newuser. Navigate to thePhone / Extensions taband select thedesired Phone, Phone Line. LineType, and a Ring Behavior. IntheAvailable Extensions list, select thedesired extension. ClickOK and Deliver to send the configuration lo Cisco Unified Communications Manager Express.Repeat thissetupforevery IPphone thatshould use thisextension.


Pickup Groups

5-94

The Call Pickup feature and pickup groups enable phone users to answer acall that is ringingon a different directorv number from their own.

Navigate to Configure > Voice •• Telephony Features> Call Pickup Groups

l:re Mb fcftmp E»o*

^l

DahHr drffwvttw n hwbr

2. Choose pickupgroup extensions

Navigaic lo Configure >Voice > Telephonv Features > Call Pickup Croups. Createa newCall Pickup groupor select an existingCall Pickup group. In the Pickup Groupconfigurationwindow, dctinc a number for the pickup group, from the list of Available Extensions,select theextensions that should be members ofthe pickup group. When finished, click OK and Delnertosend the configuration to Cisco I. nifiedCommunications Manager Express.

Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Intercom

An intercom line is a dedicated two-way audiopath betweentwo phones.

Intercom

To use the Intercom feature, the User Settings must beconfigured first.

J 1 Select user IDs |

2 Define phone buttonand parameters

"fhis figure shows how toconfigure the intercom orwhisper intercom with the CiscoConfiguration Professional. Navigate to Configure >Voice >Telephony Features >Intercom and definethe users that should be configured for intercomusage. By default, theIntercom feature will be used. To select whisper intercom, check the Configure WhisperIntercom box. When ready, clickOK and Deliver to sendtheconfiguration to Cisco UnifiedCommunications Manager F.xpress.


Hunt Groups

5-96

Hunt groups allow incoming calls toa specific number (pilot number) tobedirected loadefined group of e.xlension numbers.

Hunt Groups

Navigate to Configure > VGroups

fTXt>pMtfl«4

O'Ce > Ic ephoi y f matures > Hunt

1 Define hunt prlo! 1 '""'" "numoer and type ^2*~' '"" '

BWW'

t ":.call sellings ~^»-

'""'—"'

'

3 Add eitensiois ic 1 ..,.-.„..,thenuni list *

i»

4 (Optional} Edit *7extension timeouts [

fhis figure showshow to configure hunt groups using CiscoConfiguration Professional.Navigate to Configure>Voice >Telephony Features > Hunt Croups to display the huntgroupconfiguration page. Create a new hunt groupor modify an existing one. Define a huntpilot number and the hunt algorithm.

Next, define the settings for unanswered calls. Use the final number to define a destination towhich callswill be forwarded when no hunt group member answers thecall. Lor example, thisdestination couldbe the voice-mail numberor any ofthe other huntpilot numbers. SelectOriginating number in the menu when internal IPphone users forward all calls to the hunt pilotand an incoming call is not answered. This option forwards the call to the directory number ofthe phone lhat transferred the call into the bunt group. 'I hen. select extensions from the list thatshouldbe configured as members ofthe hunt group. You can also edit the timeoutsetting foreach extension. When finished, click OK and Deliver to send the configuration to CiscoUnified Communications Manager F.xpress.

Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8 0 )2010 Cisco Systems, Inc

SummaryThis topic summarizes the key poinls that were discussed inthis lesson.

Summary

• Cisco Extension Mobility allows end users to log in and logout on different IP phones, regardless of location.

- Cisco Unified Communications Manager offers a wide rangeof call coverage features, which are easy to configure anduseful for different requirements, for example, Hunt Groups,or Pickup Groups.

* Intercomis commonly used for managers and assistants andallows other users to be easily called, even when they are onan active call.

• The Cisco Unified Communications Manager offers presencefeatures that allow users to see the presence status in calllists like missed calls or on presence-enabled speed-dials.

• The Cisco Unified Communications Manager Express alsooffers a wide range ofcall coverage features, CiscoExtension Mobility, Intercom, and presence support.

The lesson explained how to configure the telephony features inCisco UnifiedCommunications Manager and Cisco Unified Communications Manager Express. This includesa step bystep configuration guide toenable Cisco Extension Mobility inCisco UnifiedCommunications Manager andshows how lo configure features withCisco ConfigurationProfessional on Cisco Unified Communications Manager Express.

References


• Cisco Unified Communications Manager Administration Guide, Release 8.0(1) at:http:/7ww-w.ciseo.coni/cn/US/docs/voicc_ip_comm/cucm/admin/8_0_l/ccmcfg/bccm-801-cm.html

• Cisco Unified Communications Manager Express Administration Guide at:http://w w-vv.cisco.com/en/US/docs/voice_ip_comm/cucme/adniin/configuration/guide/erne ad m.him1


Lesson 3

Understanding MobilityFeatures

OverviewThegrowing use of mobile devices allows users who aremobile—whether ona retail fioor, atanairport, or at a Wi-Fi hotspot ina local coffee shop—to also enjoy the efficiencies and speedof Cisco Unified Communications. However, as more people own multiple devices, rangingfrom office phones to home office phones and laptop computers to mobile phones, they spendmore time managing theircommunicalions across difierent phone numbers andvoicemailboxes, limitingtheir abilityto accomplish work efficiently.

CiscoUnified Mobility allows users to be reachable by a single number regardless ofthe devicethat is used. This lesson describes the features of Cisco Unified Mobility.

ObjectivesUpon completing this lesson, youwillbe ableto describe thecharacteristics of CiscoUnifiedMobility features in Cisco Unified Communications Managerand Cisco UnifiedCommunications Manager Express. This ability includes beingable to meet these objectives:

• Explain Mobile Connectand its advantages, drawbacks, and architectural integration inCisco Unified Communications Manager

• Explain MVA and its advantages, drawbacks, and architectural integration in Cisco UnifiedCommunications Manager

• Explain Mobility and its advantages, drawbacks, and architectural integration in CiscoUnified Communications Manager Express

Mobile Connect in Cisco UnifiedCommunications Manager

This topic describes the Mobile Connect feature ofCisco Unified Mobility,

tobile Connect Characteristics

Receive calls on multiple devices using a single phonenumber

Can be used for home office or mobile devices

Single enterprise voice mailbox

User-configurable access lists to permitor deny callingnumbers that can ring a specific remote phone

Answer incoming calls on office or remote phone

Switch active calls between office and remote phone

Call logging (Call Detail Record [CDR])

1he Mobile Connect leature enables users lo receive business culls using a single phonenumber, regardless ofthe device that is used for acall. Mobile Connect allows users to answerincoming calls on the office phone or at the remotedestination and to pick up in-progrcss callson the office phone or remote destination without losing the connection. Once the call isoffered to both the desktop and remote destination phones, the user can answer at anv of thosephones. Upon answering the callon one ofthe remote destination phones or on the IPdeskphone, the user has the optionto handoff the call to the officephone. Activecalls on the officephones can be handed off to a remote phone. An end user can use a single voice mailbox. Eachend user can configure access lists that are based on a black or while lisl to permit or denycallingnumbers that can ring a specific remotedestination. Mobile Connect also supports calllogging. Enterprise calls are logged regardless ofthe device that is used (enterprise phone orremote phone).

As an example, if users receive a call that is placed to the business number, both the officephone and the cell phone ofthe user will ring. If a user is traveling to the office, acall can beaccepted on the cell phone ofthe user. After the user arrives al the office, the call can be pickedup while the call is in progress bv pressing a single key at the office IP phone, fhe callcontinues on the office 11* phone without anv interruption, and the handover from cell phone loIP phone is not noticed bv the other party on Ihe call.

5-100 Intrcducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 © 2010 Cisco Systems, Inc

Cisco Unified Mobility ArchitectureThis subtopic describes the Cisco Unified Mobility architecture.

Cisco Unified Mobility Architecture

/£/

Virtual

Phone

+49404132672001PartiliorVCSS

RD Pfofile

• Device Pool-CSS• Rerouting CSS• User,'Network Hold

t r/L*/ ®?

Shared

Line

Device Level• Device Pool• Common Device Profile•CSS

-MRGL• User/Network Hold

Upto 10 remotedestinations

Set call routing timers

Configure access listscombined with a ringschedule

As for all users amobility user enterprise phone is configured with appropriate l-ne-levelsettings such as directory number, partition, and calling search space (CSS). In addition, thedevice-level settings ofthe enterprise phone include parameters such as device pool, commondevice configuration. CSS. Media Resource Group List and user and network hold audiosources All of these line and device settings on the user's enterprise phone affect the callrouting and music on hold (MOH) behavior for incoming and outgoing calls.Next aremote destination profile must be configured for each mobility user in order for themto take advantage of Cisco Unified Mobility features. The remote destination profile isconfigured at the line level with the same directory number, partition, and (CSS) as those torthe enterprise phone ofthe user. This configuration results in ashared line between the remotedestination profile and the enterprise phone. The remote destination profile configurationincludes device pool, calling search space, rerouting calling search space, and user and networkhold audio source parameters. The remote destination profile should be thought of as avirtualphone whose configuration mirrors the line-level enterprise phone settings of the user.However the remote destination profile, but whose profile-level configuration combined withthe line-level settings determines the call routing and MOH behavior that the remote destinationphone ofthe user will inherit. The user's enterprise directory number, which is shared betweenthe remote destination profile and the enterprise phone, allows calls to that number to beextended to the remote destination ofthe user.

Mobility users can have up to 10 remote destinations that are configured and associated withtheir remote destination profile. Aremote destination represents asingle public switchedtelephone network (PSTN) phone number where auser can be reached. Call routing timers canbe configured for each remote destination to adjust the amount of time acall will be extendedto aparticular remote phone. Call routing timers also configure the amount of time to waitbefore extending the call and the amount of time that must pass before acall can be answered atthe remote phone.

) 2010 Cisco Systems. Inc.Enablement of EndUserTelephony and Mobility Features 5-101

Access List

5-102

Mohilitv users can configure access lists for each remote destination to allow ordenv calls fromcertain phone numbers to be extended lo lhat remote phone.

Determine whether toextend or block a call to aremote destination

Access lists can becombined with time-of-dayaccess

Ihe access list leature can be combined wilh the time-of-dav access, which is explained in thenext subtopic. lor calls to remote destinations, the time-of-day access leature adds aringschedule and associates the ring schedule with an access lisl to determine the time-of-davaccess settings lor a remote destination. An access list can be configured as a white list '(allowed list) or black list (blocked list). Each lisl can match different caller types as follows:• Not available: for calls where the caller II) is not provided• Private: for calls where the caller ID is not displayed

• Directorv Number: for calls with a specific caller number

When configuring an access list with directorv number entries, the administrator can also usewildcards io match a range ofnumbers with asingle access list entrv. Allowed entries are thedigits 0through 9. the wildcard X. the explanation point (!). and the pound sign (#).

Introducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems,

Time-of-Day AccessIf a remote destination has no time-of-day access configuration, all callsare extended to theremote destination.

Time-of-Day Access

Ring schedule perremote destination

Time zone-specific

Combine ring schedulewith access lists to allow

or block certain numbers

Do not use emptyaccess lists

RingWhen Cater in I" Do NotRing when. ACL I -v :..Cfl»W*>AGt -i.

By default the All the time ring schedule radio button and the Alwaysring thisdestinationradio button are checked, so that all calls arc extended to the remote destination. A ringschedule is associated with the time zone of a remote destination, not with the time zone oftheCisco Unified Communications Manager server. Use the Time Zone field in the RemoteDestination Configuration window to specify the time zone ofthe remote destination.

When an incoming call matches the time schedule, the access list configuration will bechecked. Avoid creating an empty access list that contains no members. If an empty access listis chosen in the Ring this destination only ifthe caller is in drop-down list box. all calls areblocked (instead of allowed). If an empty access list is chosen in the Do not ring thisdestination ifthe caller is in drop-down lisl box, all calls are allowed during the specified ringschedule. Use of an empty access list in either of these ways could cause unnecessary confusionfor end users.


Mobile Connect Call Flow: Incoming Calls to Office PhoneThis subtopic describes the Mobile Connect call flow for incoming calls to the office phone.

Cisco Unified

Communications

Manager

tile Connect Cal! F!

Calls to Office Phone

Mobile Connect

Outside Caller

+4989442325300

Mobile Phone

+4915118827499

Remote Destination

of User A

Outside caller calls office phone 2001 (dials +49404132672001)

Mobile Conned rings IP phone and remote destination

Call is picked up at remote destination; caller ID of outside caller ispreserved at remote destination

A PS IN user calls the office number ofthe user. Because Mobile Connect is enabled, both the

desktop plione 2001 and the configured remote destination (mobile phone; +4915I IX827499)ring simultaneous!}. Ihe call is presented to the remote phone wilh the original caller ID(! 4989442325300 in the example). As soon as the call is accepted on one ofthe phones, theother phone stops ringing. Theuser can switch the call between the office phone and the mobilephone (and vice versa) during the call without losing the connection.

Introducing Cisco Voice and Unified Communications Administration (ICOMM1 v8 0 )2010 Cisco Systems, Inc.

Mobile Connect Call Flow: Internal Calls Placed from a RemotePhone

Ifa call is received from a recognized remote destination, the corresponding internal directorynumber andnot the E. 164 number ofthe remote device is used as the calling number.

Mobile Connect Cail Flow; internal CallsPlaced from a Remote Phone

Cisco Unpfied

Communications

Manager

Mobile Connect

Mobile Phone

+4915118827499

UserB

Directory Number 2002

Remote Destination

of User A

Remote phone calls phone 2002 (dials +49404132672002).

Mobile Connect replaces caller ID (+4915118827499) ofremote phonjawithdirectory number of associated IP phone (2001).

In theexample in the figure, extension 2001 hasa Mobile Connect remote destination+4915119927499 (mobile phone ofthe user ofextension 2001). When the user places a callfrom a mobilephoneto an enterprise PSTN numberof a colleague (by dialing+49404132682002): the called colleague will seethe call comingfrom the internal director}'number 2001 instead ofthe external mobile phone number.

Thesame applies to calls placed to other internal destinations such as voice mail. Ifthe userofextension 2001 places acall to Cisco Unityfrom his or her cell phone,Cisco Unity will seedirector} number 2001 as the source ofthe call andnot the PSTN number ofthe mobile phone(+4915119927499). Cisco Unity can identify the userby his or herdirectory number andprov ideaccess to theappropriate mailbox instead of playing a generic welcome greeting.

In order to recognize mobile connect remote destinations, the mobile connect remotedestination number must match the Automatic Number Identification (ANI) ofthe incomingcall.Typically, mobile connect remote destinations include an access code, which must beprefixedto the incoming ANI in order for the sourceto be recognized as a mobileconnectremote destination. Alternatively, the Cisco CallManager Service parameter Matching CallerID with Remote Destination can beset to Partial Match and the Number of Digits for Caller IDPartial Matchparameter can be specified. This numberspecificshow many digitsoftheincoming ANI must matcha configured remotedestination number(startingwith the least-significant digit).

Ifthe source ofthe call is not recogni/cd as a mobile connect remote destination, the PS'fNnumber of the remote destination is used for the calling number and it is not changed to theinternal directory number.


Mobile Voice Access in Cisco UnifiedCommunications Manager

fhis topic describes the Mobile Voice Access (MVA) feature in Cisco UnifiedCommunications Manager.

Originateenterprise calls from any remote destination byDialing to the enterprise MVA number

Entering ID(if required) and PIN

Entering destination number

Called party sees the officephone number as calling party

Switch active calls between office and remote destination

MVA telephone user interface (TUI)

Ihe main MVA characteristics are as follows:

Users can originate enterprise calls from an_\ remote destination by dialing to the enterpriseMVA number.

User credentials provide securitv: user ID (if required) and PIN.

User dials destination number

Ihe called part} sees the office phone number as ihe calling party and not the remotephone.

Users can switch active calls between the office and remote phones.

After the call is connected, users can invoke mid-call features using MVA. I hese featuresinclude feature access codes, which allow users lo perform certain actions by pressing apredefined code, such as put an active call on hold or pick up the call at their desk phone asthe} would wilh received Mobile Connect calls, fhese features are possible because the call isanchored at the enterprise gatewav.

Introducing Cisco Voice and Unified Communications Administration (iCOMM) v8 0 )2010 Cisco Systems, Inc.

MVA Call FlowThis subtopic provides an example ofa typical MVA call flow.

MVA Call FlowOutside Desli nation+4989442325155

Cisco Unified

Communications

Manager

User A

Directory Number 2001

Mobile Phone

+491511BB27499

Remote Destination ofUserA

Remote phone dials MVA number (+49404132672999)

Calleris authenticated at CiscoUnified Communications Manager and decides to callto anoutside destination+4989442325155 (dials 0089442325155]

Caller is connected to MVA mediaresourcefrom wherethe outgoing callis placedon behalfof the office phone (2001]

With MVA. users can place calls tothe outside from a remote destination asifdialing fromtheir desktop phone. In the example in the figure, the user ofthe IP phone with directorynumber 2001 uses a mobile phone (+4915118827424)10 dial the PSTN number oftheheadquarters, extension 2999. The gateway isconfigured tostart an integrated voice response(IVR) call application for calls placed tothis number. The Voice Extensible Markup Language(VoiceXML. also called VXML)-based call application offers aprompt and asks for the remotedestination number andthe PIN ofthe user. After login, in addition to activating anddeactivating MVA. the user can initiate a call from the enterprise network. The call isset upwith the E.164 PSTN number ofdirectory number 2001 instead of+4915118827424. Thisapplication allows the called party to identify the caller by the (single) office number. It isirrelevant that the call isactually placed from a mobile phone instead ofthe office IP phone.The call appearsto comefromthe officephone.

After the user has initiated a call from a remotedestination usingMVA.the user can switch thecall to the office phone during thecall without losing theconnection, and can switch the callback again as needed.


Cisco Unified Mobility Interactionfhis subtopic describes how the different Cisco Unified Mobility components interact. Thebasis is to activate the Cisco Unified MVA service, if MVA is desired in addition to MobileConnect functionalitv.

Cisco Unified Mobility Interaction

Service Activation

Service ParameterEiatell.'A calalsoFipjetenialr.

SoftkeysMobilIly SolHeys

Owner ID4&i IP phone

Owner ID \ ACL» User^p Enable Hloo*ly*V Enable MVA

HH 1 nut ••

Dwner ID

RDP

Media Resources ^t

IVR AppiicalionVXML

H 323o.'SIP

Gateway

L RD Request i

Call MVA Enter

RDand PIN

<y RD1CnaDleUC

RD2Enable MC

When the Cisco Unified MVA service is activated, a corresponding media resource isautomaticallv' added. The media resource must be configured with the MVA number, apartition, and locales.

The configured number must bereachable from the Cisco IOS router that provides remotephones with accessto a VoiceXML IVR call application.

Incoming MVA callers arc authenticated by remote destination number and the PIN lhat isconfigured for the user, which isassociated with the remote destination profile. The remotedestination profile is referenced from the corresponding remote destination number.

When using Mobile Connect and receiving incoming calls that were placed to a line that isshared bv an II* phone and a remote destination profile(both referring lo the sameend-user ID),access control lists (ACI.s) which are applied to remote destinations—can be used to controlwhich callers are allowed to ring the remote destination, 'fhe ACL must refer to the end userthat isconfigured at the remote destination profile, to which the remote destination is assigned.

In order to allow an aetiv e call to be handed over from an IP phone to a remote destination, theMohilitv softke.v on the IP phone must be configured for the connected call state. IftheMobility sofikev is also added lo the On Ilook call slate, it can be used lo check ihe status ol'Cisco Unified Mobility (whether Mobile Connect is on or oft).

In summarv. the end user is associated with IP phones (configured as the owner), access lists,and remote destination profiles. Remote destinations are associated wilh the shared lines ofremote destination profiles and access lists. For MVA. ihe appropriate service must be activatedand the automaticallv generated media resource must be madeavailable to a routerrunning theVXML. call application.

Introduang Cisco Voice and Unifed Communicalions Administration (ICOMM) vB.O ©2010 Cisco Systems. Inc.

Mobility in Cisco Unified CommunicationsManager Express

The Single Number Reach feature allows users to answer incoming calls to their extension oneither their desktop IP phone orataremote destination, such as amobile phone.

Single Number Reach

Allows users to answer incoming calls to theirdirectory numberoneithertheir IP phone or at a remote destination, for example:

« Mobile devices

• IPphonesnotbelonging to the same CiscoUnified CommunicationsManager Express

• Home phone numbers in the PSTN

• Unanswered calls can be forwarded to voice mail

Mobile Phone

+4915118827499

The Single Number Reach feature is similar to the Mobile Connect feature in the Cisco UnifiedCommunications Manager. Users can pick upactive calls onthe desktop phone or the remotephone without losing the connection. This feature enables callers lo dial asingle number toreach the phone user. Calls that are not answered can beforwarded tovoice mail. Remotedestinations may include the following devices:

• Mobile (cellular) phones

• IP phones not belonging tothe same Cisco Unified Communications Manager Expressrouter as the desktop phone

• Home phone numbers in the PSTN. Supported PSTN interfaces include PRL BRI. SessionInitiation Protocol (SIP), and Foreign Exchange Office (FXO).

For incoming calls tothe Single Number Reach extension, Cisco Unified CommunicationsManager F.xpress rings the desktop IPphone first. Ifthe IP phone does not answer within theconfigured amount of time, it rings the configured remote number while continuing to ring theIP phone. Unanswered calls aresent to a configured voice-mail number.


Mobility

Mohilitv allows end users to send active calls on their IP phone totheir configured remotedestination.

Mobility

Mobility in Cisco Unified Communications Manager Expressworks like itdoes in Cisco Unified Communications Manager:

• Inconnected state, pressing the Mobility softkey on the IP phone sends thecall to the remote destination

- Inidle state, users can toggle Single Number Reachonand off bypressingthe Mobility softkey

• Users can manually return thecall totheSingle Number Reach extension bypressing the Resume softkey.

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Communications

Manager Eipress

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The IPphone user hasthese options for handling callson a Single Number Reach-enabledextension;

• Send the call to remote phone: A phone user can send thecall to the remote phone bvusing the Mohilitv softkey. While connected to thecall,the phone usercan press theMohilitv sofikev and select "Send call to mobile." The call is forwarded to the remotephone.

• Enable or di.sable Single Number Reach: While the IP phoneis in the idle state, the usercan togglethe Single Number Reach feature on and off by usingthe Mobility sottkev. Ifthe userdisables SingleNumber Reach. Cisco Unified Communications ManagerLxpressdoes not ring the remote number.

• Pull back the call from the remote phone: A phone user can manually pull back the callto the Single Number Reachextension by pressing the Resume sofikev. which disconnectsthe call from the remote phone.

IP phone users can modifv their own Single Number Reach settings directly from the phone bvusing the menu available with die Services button. Administrators must enable the feature onthe phone to allow a user to access the user interface.

5-110 Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc


Summary

- Cisco Mobile Connect isan enterprise mobility service thatassociates IP phone numbers with remote destinations suchas a mobile phone. Cisco Mobile Connect allows enterpnsemobile workers to receive all phone calls totheir IP phonenumber atmultiple remote destinations simultaneously.

• Mobile Voice Access extends Mobile Connect capabilities byallowing users to originate a call from a remote destination,such asa mobile phone, as if dialing from thedesktop phone.

• The Cisco Unified Communications Manager Expressprovides Mobility and Single Number Reach functionality andallows users to toggle Single Number Reach onor off on theirIP phone.

The lesson covered mohilitv features in Cisco Unified Communications Manager and CiscoUnified Communications Manager Express. This includes Mobile Connect and Mobile VoiceAccess in Cisco Unified Communications Manager. Mobile Voice Access allows end users touse Cisco Unified Communications features from remote phones.

References


Cisco Unified Communications Manager Administration Guide, Release 8.0(1) at:http://\\\v\v.ciscoxom/en/US/docs/voiccjp_comm/cucm/admin/8_0_l/cctticfg/bccm-801-cm.html

Cisco Unified Communications Manager Express Administration Guide at:lutp://vvww.cisco.com/cn/US/docs/voicc_.ip_comm/cucme/admin/coniiguralion/guide/cmeadm.html

>2010 Cisco Systems, Inc.Enablement ofEndUserTelephony and Mobility Features 5-111

Lesson 4

Enabling Mobility Features

OverviewCisco Unified Mobility gives users the ability to extend incoming callsfrom Cisco UnifiedCommunications Manager or Cisco Unified Communications Manager Express to configuredremotedestinations, such as mobilephones. Users can also transition active calls between theirCiscodesktop andmobile phone without interruption. This lesson describes howto implementCisco Unified Mobility in Cisco Unified Communications Managerand Cisco UnifiedCommunications Manager Express.

ObjectivesUpon completing this lesson, you will beable todescribe how toenable mobility features forend users in Cisco Unified Communications Manager and Cisco Unified CommunicationsManager Express. This ability includes being able to meet theseobjectives:

• Configure Mobile Connect in Cisco Unified Communications Manager

• Configure MVA in Cisco Unified Communicalions Manager

• Configure Mobility in Cisco Unified Comniunications Manager Express

Configuring Mobile Connect in Cisco UnifiedCommunications Manager

This topic describes how to configure Mobile Connect in Cisco Unified CommunicationsManager,

Implementing Cisco Unified Mobil

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fhis figure shows how the various Cisco Unified Mohilitv components interact and which stepsare required to implement Cisco Unified Mobility successfully:

• Activate the Cisco Uniiied Mobile Voice Access (MVA) service in Cisco UnifiedServ iccabititv.

• Configure user accounts. Make sure lhat the Enable Mobility and Mobile Voice Accesscheck boxes are checked in the End User Configuration window. Checking the EnableMobility check box triggers licensing to consume Device License Units (l)I.Us) for MobileConnect.

• Create access lists for Mobile Connect b\ assigning each list to the Mobile Connect userand spccifving whether the list is allowed.

• Create remote destination profiles and assign each user lo a profile.

• Associate desktop directorv numbers for the user.

• Add remote destinations by selecting the previously defined profile as part oftheconfiguration.

• In the Service Parameters Configuration window, choose True for Enable Mobile VoiceAccess and enter the MVA number, which is the direct inward dialing (DID) number thatend users use to reach MVA. To make MVA calls, configure these service parameters andcheek the Enable Mobile Voice Access cheek box in the End User Configuration window.Choose True for Enable Enterprise Feature Access to enable access to hold, resume,transfer, and conference features from remote destinations.

Introduang Cisco Voice and Unifed Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc

• Configure the media resources for MVA tfmore than one MVA number is needed orthelanguage must be modified.

• Configure H.323 gateways for MVA.

The following pages describe the steps for implementing Mobile Connect in detail. MVA iscovered in the next topic.

<2010 Cisco Systems. Inc Enablement of End User Telephony and Mobility Features 5-115

Step 1: Configure Softkey TemplateThe first step is loconfigure a softkey template that includes the Mobility sofikey.

>1ep 1: Configure Softki

Navigate to Device; > Device Beltings > Softkey Template• The Mobility sofikey in On Hook state allows users lo toggle MobileConnect

on or off

• Mobility in Connected state sends an active call to the remote device.

* The Mobility feature can also be configured on a phone button template

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Add Ihe Mobility softkeyto On Hook and to

Connected call state.

In Cisco Unified Communications Manager Adminislralion. choose Device > Device Settings> Softkey Template and configure a sofikev template that includes the Mobilitysofikey for thefollowing call states:

• On Hook

• Connected

Note The Mobility softkey can also be configured in a phone button template

5-116 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 )2010 Cisco Systems, Inc.

Step 2: Configure End UserEnd-user accounts must be created andconligured when Cisco Unified Mobility is used.

Step 2: Configure End User

Navigate to User Management > End Userand select a User

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End users are configured from User Management > End User. Cisco Unified Mobility isconfigured in the Mobility Information sectionofthe userconfiguration page:

• Rnable Mobility: Activate the Enable Mobility check box to enable Mobile Connect,which allows the user to receive calls on multiple devices that are placed to a singleenterprise phone number and to hand over in-progress calls between the desktop phone anda remotephone. Mobile Connectalso allowsa user to placecalls from remotephones to theenterprise (for example, voice mail or internal directory numbers) that are signaledwith theinternal directory number ofthe user.

• Enable Mobile Voice Access: Activate the Enable Mobile Voice Access check box lo

allow the user to use the MVA feature for placing outgoing enterprise calls from a remotephone.

• Maximum Wait 'Time for Desk Pickup: Enter the maximum time in milliseconds that ispermitted to pass before the user must pick up a call that is handed over from the remotephone to the office phone. The range is from 0 to 30.000 ms with a default value of10.000 ms.

• Remote Destination Limit: Enter the maximum number of remote destinations to which

incoming calls placed to the enterprise phone number of the user can be sent. The range isfrom I to 10. The default value is 4.

• Remote Destination Profiles: This read-only field lists the remote destination profiles thaihave been created for this user.

©2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-117

Step 3: Configure IP PhoneThe next step is to configure the office IP phone ofthe user for Cisco Unified Mohilitv.

Stop 3: Configure IP PI

Navigate to Oovice > Phc/vs and select the desired IP phone.

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2. Set the owner

user ID.

As shown in the figure, two parameters must be configured at the phone configuration page olthe office phone ofthe user as follows:

• Softkey Template: Appiv the softkey template thai was created in Step I lo the IP phoneso that the Mohilitv sofikev is available to the user in the On Hook and Connected states.

• Owner I scr II): Select the end user name thai was configured in Step 2. Ihis choiceenables Cisco Unified Communications Manager to locate the related configurationelements such as the remote destination profile ofthe end user.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 )2010 Cisco Systems. Inc

Step 4: Configure Remote Destination ProfileThis step describes the configuration ofremote destination profiles.

Step 4: Configure Remote DestinationProfile

Navigate to Device >Device Settings >Remote DestinationProfile:

• Configured line CSS applies toIP phone and remote destination profile• Line CSSanddevice CSSarecombined; partitions ofline CSSconsidered first

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Remote destination profiles are configured at Device > Device Settings >Remote DestinationProfile. The remote destination profile contains the parameters that apply toall ofthe remotedestinations ofthe user. Enter a name, description, device pool, calling search space (CSS),rerouting CSS. and network and user music on hold (MOH) audio sources for the remotedestination profile. Mobility-specific parameters are the following:• I ser ID: Select theuser towhom this profile is assigned. The selection must match the ID

of an end user who has the Enable Mobility checkbox activated.

• Privacy: Select aprivacy option for this profile. The value is on, off, ordefault.• Ignore Presentation Indicators: Select the Ignore Presentation Indicators check box to

ignore the connected line ID presentation. This procedure is recommended for internalcalls.

• Calling Search Space: This CSS is used for outgoing enterprise calls placed from aremotedestination usingMVA. It has no relevance in Mobile Connect.

) 2011) Cisco Systems, Inc Enablement of End User Telephony and Mobility Features 5-119

Rerouting Calling Search Space: Set the CSS that should be used when sending callsplaced to the enterprise phone number ofthe user lo the specified remote destinations. ThisCSS is also used vvhen an active call is handed over from the office phone lo a remotephone. Remember that this CSS is considered as adevice CSS and is combined with theCSS conligured at the shared line. The partitions ofthe line CSS are considered before thepartitions ofthe device (remote destination profile) CSS. After creating aremotedestination profile, one shared line must be configured for each directory number lhat isused at the office plione(s) ofthe user. In order to do so. click phones ofthe user byclicking Add a new I)\ at the appropriate link.

Calling Party Transformation CSS: Choose the CSS for transformations. This settingallows administrators to localize the calling partv number on the device. Make sure thaUhcCalling Partv fransformation CSS thai was chosen conlains Ihe calling parlytransformation pattern that should beassigned to this device.


Step 5a: Add Remote Destinations to a Remote DestinationProfile

This step describes how to add remote destinations to a remote destination profile.

Step 5a: Add Remote Destinations toRemote Destination Profile

Navigate to Device > Remote Destination

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the Mobility softkey

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Remote destinations are configured al Device > Remote Destination. Alternatively, the Add aNew Remote Destination link can be clicked at a remote destination profile. Enter a name forthe remote destination and configure the following parameters:

• Destination Number: Filler the telephone number for the remote destination. Include thearea code and any additional digits that are required to dial the remote phone from withinthe enterprise. The maximum field length is 20 characters.

Note The destination number must be an external number.

The number must be entered in the same way that a number would be dialed from an IPphone. Use a complete E.164number including the access code so that the number matchesa route pattern pointing to the public switched telephone network (PSTN). The CSS thatwill be used to look up the specified number in the call routing table is the CSS ofthe linethat is associated with the remote destination and the Rerouting CSS configured at theremote destination profile.

• Remote Destination Profile: The remote destination profile must be selected if a newremote destination is created at Device > Remote Destination. Ifthe administrator

navigates to the remote destination configuration page by clicking Add a New RemoteDestination at the remotedestination profilepage, or if editing an existing remotedestination, the remotedestination profileis alreadyset and cannotbe changed.

Note Ifit is necessary to associate a remote destination that is afready associated with a remotedestination profilewithanother remote destination profile,delete the remote destination andrecreate it.


• Mobile Phone: Activate the Mobile Phone check box to allow active calls lo be handed

over from the office phone to this remote destination by pressing the Mobility softkey atthe office phone.

• Enable Mobile Connect: Activate the Enable Mobile Connect check box lo allow calls to

be placed to this remote destination when there is an incoming call to a shared linedirectorv number of an office phone.

Note End users can create their own remote destinations in the Cisco Unified Communications

Manager user web pages

finallv. the remote destination must be associated with one or more shared lines ofthe

spccilicd remote destination profile, from now on. the remote destination will ring if a call isplaced to the appropriate shared line of an office phone with Mobile Connect configured.

5-122 Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) vB.O ©2010 Cisco Systems. Inc.

Step 5b: Configure Ring SchedulesThis step explains the configuration of Ring Schedules (Time-of-Day Access feature), whichadds time as a determination factor.

Step 5b: Configure Ring Schedules

When Mobile Connect is enabled, a ring schedulecan be configured:* Users can change their ring schedules in the user web

interface.

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The ring schedule can be defined for each remote destination. For example, if a user has tworemote destinations, a mobile phone and a home office phone, different ring schedules can bedefined for each phone. The administrator can configure a ring schedule for a remotedestination for each day ofthe week. For example, the administrator can configure a ringschedule that prevents calls from ringing the remote destination on Sundays. Each user canmanage his ring schedules for associated remote destinations in the Cisco UnifiedCommunications Manager user web interface.

Note Select the proper time zone for the remote destination because a remote destination does

not use the Cisco Unified Communications Manager clusterwide time zone.


Step 5c: Configure Access ListsAn access list determines whether a call should be extended to a remote destination that isenabled for Mobile Connect.

Step 5c: Configure Access Lists

Navigate to Cal! Routing > Class of Contiol -'Access List

• Users can change their own access lists in the user web interface.

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lo conligure access lists, choose Call Routing > Class of Control > Access List, (inter aname and a description for the access list. Select the user to whom the access list applies in theOwner drop-down list box. Then select the Allowed check box to create a list of phonenumbers that should be allowed to ring a certain remote destination when placing a call to anoffice phone number. Cncheck the Allowed check box to block the numbers thai arc listed inthe access list from ringing the remote destinations to which the access lisl will be appliedwhen placing a call to an office phone number.

After saving, the window reopens to displav the Access List Member Inlonnation area. To adda member, open the Access List Member Information page. Select an option from the FilterMask drop-down list box. Choose Directory Number lo enter a directory' number, fo filter outcalls that do not have caller II). choose Not Available. To filler out calls that do not displaytheir caller ID. choose Private.

Ifthe filter mask is set to Directorv Number, enter a phone number or filler in the DN Maskfield. The following wildcards are available:

• X: Matches a single digit.

Note The X wildcard must be entered in uppercase; otherwise, Cisco Unified Communications

Manager displays a syntax error message.

• ! (exclamation point): Matches any number of digits.

• # (pound sign) and * (asterisk): fhese are not wildcards, but part ofthe dialed number.

Introducing Cisco Voice and Unified Communications Adminislration (ICOMMI v8 0 ) 2010 Cisco Systems. Inc

Step 5d: Apply Access ListsAfter an access list is created, it can be applied to a remote destination.

Step 5d: Apply Access Lists

Navigate to Device > Remote Destination and selecta remote destination.

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In order to apply an access list lo a remote destination, go to the Remote Destinationconfiguration page by clicking the appropriate link at the Remote Destination profile page or bychoosing Device > Remote Destination. Select an allowed (the Ring this destination only ifcaller is in drop-down list) or blocked (the Do not ring the destination if caller is in drop-downlist) access list by using the appropriate drop-down list.

Note A remote destination can be either allowed or blocked, but not both.

>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features 5-125

Step 6: Configure Service ParametersThis step describes Inns to allow partialmatches to recognize a callingnumberas a remotedestination.

Step 6: Configure Service Paramett

Navigate to System > Seiv^c Paiametei and select theCa:'Managei Service

• if an incoming call from a remote destination does not match the caller ID,use Partial Watch; for example, when PSTN prefix is configured

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If a known remote destination is dialed from inside the

enterprise, a call can be matched with the associated directorynumber:

• Enables Mobility features when calling a remote destination from inside theenterpnse

• Iff R- F.J-il tr .-;!-

1 Set this to True/t. Default: False

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Io access the Cisco CallManager service parameters, choose System > Service Parametersand select Ciscn CallManager. In order lo allow inconiing caller IDs lo be recognized whenthev do not include the prefix that is used in the remote destination, configure the followingparameters:

• Inbound Calling Search Space for Remote Destination: Specifies the CSS thai CiscoUnified Communications Manager utilizes to route an incoming call from a configuredremote destination. There are two valid values. The lirsl value is Trunk or GatewayInbound Calling Search Space, which uses the inbound CSS ofthe trunk or gateway fromwhich the call arrived. The second value is Remote Destination Profile . Line CallingSearch Space, which uses the combination ofthe CSS on llie line and remote destinationprofile that is associated with the remote destination that was matched. Calls that do nolmatch a remote destination are not affected by this parameter because they always use thetrunk or gatewav inbound CSS. The default value is Trunk or Gateway Inbound CallingSearch Space.

• Matching Caller ID with Remote Destination: Set this parameter to Partial Match, fhedefault is Complete Match.

• Number of Digits for Caller ID Partial Match: Set this parameter lo the number of digitsthat must match (beginning with the least significant digit) when comparing the incomingcalling number against the configured remote destination number. Hie default is 10 digits.

Note Caller ID transformations can be configured by choosing Cal! Routing > Transformation

Pattern Each pattern can be assigned to a partition. The Calling Party Transformation CSS.

configured at the remote destination profile, is used to control access to the configured

transformation patterns

IntfDducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 © 2010 Cisco Systems, Inc

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« I

•m*

m Reroute Remote Destination Calls toEnterprise Number: This parameter allows adirect call to amobile number to be extended to the associated enterprise directory numberofthe mobile user, allowing the mobile user to take advantage ofmobility tcaturcs. Forexample, if amobile user receives acall on his mobile number, the user can hand off thecall from the mobile phone to the desk phone. By default, this service parameter is set toFalse.

• Ignore Call Forward All on Enterprise DN: This parameter applies only to outgoingcalls to a remote destination when the Reroute Remote Destination Calls toEnterpriseNumber serv ice parameter is set to True. For example, adirect call ismade toaremotedestination number. "Hie Enterprise DN (for example, 2001) ofthe mobile user has aCallForward All (CFA) set to2001 and the Ignore Call Forward All on Enterprise DN serviceparameter is set to True. In this example, Cisco Unified Communications Manager ignoresthe CFA configured on the enterprise directory number and extends the call to the mobilephone and the enterprise directory number; the call is not forwarded to 2001.

12010 Cisco Systems. Inc Enablement of End User Telephony and MobilityFeatures 5-127

Configuring Mobile Voice Access in CiscoUnified Communications Manager

fhis topic describes the configuration ofMVA service in Cisco IInilied CommunicationsManager.

nqurath

Activate Cisco Unified Mobile Voice Access (MVA) service.Configure service parameters.

Enable MVAperend user.

Configure MVAmedia resource.

Configure MVA VXML application at Cisco IOS gateway.

1he figure lists the necessarv steps to implement the MVA service.

Step 1 Actuate the Cisco Unified MVA service in the service activation area in CiscoUnified Serviceability.

Step2 Configure serv ice parameters for theCisco CallManager Service.

Step 3 Unable MVA per end user in the end-userconfiguration.

Step4 Configure the MVA media resource lo set up the call-in number.

Step5 Configure the MVA Voice XMI. (VXMI )application al the Cisco IOS gatewav.

Introduang Cisco Voice and Unifed Communications Administration (ICOMM) vB.O ) 2010 Cisco Systems, Inc.

k^^_

Step 1: Activate ServiceThis step describes how to activate theCisco Unified MVA service.

Step 1: Activate Service

Go to Cisco Unified Serviceability > Tools > ServiceActivation

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Navigate to the Cisco Unified Serviceability pages. In the menu,chooseTools > ServiceActivation, and activate the Cisco Unified MVA Service. When activated, verify that the CiscoUnified MVA service is active using Tools > Control Center- Feature Services.


Step 2: Configure Service Parametersfhis stepdescribes theconfiguration ofthe service parameters thatare applicable lo MVA.

Step 2: Confiqui

Navigate to System > Service Parameter and selectthe CallManager Service

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Enable EnterpriseFeature Access and

MVA

To configure Cisco Unified Mohilitv service parameters, choose System > ServiceParameters, select a server, and then select the Cisco CallManager Service. The parametersthat arc shown are clusterwide parameters, which apply to all servers.

Administrators can enable access to enterprise features bv setting the I'.nable I nteiprise featureAccess parameter to True. In this case, the following features can be used from a remotedestination plione and the corresponding feature access codes can be modified from theirdefault values:

• Hold: 'SI

• Exclusive Hold: *82

• Resume: *83

• Iraiisfcr: *84

• Conference: *85

• Session llandoff: *74

'fhese paranieiers must be unique and must comprise two or three characters. Allowed valuesarc the numbers 0 through 9. the letters A through D. or the asterisk (*).

To enable MVA. set the Enable Mobile Voice Access parameter to True.

Note By setting the Enable Mobile Voice Access parameter to True, MVA is only enabled in

general In order to allow MVA to be used, it must be enabled individually for each end user

at the end-user configuration page

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc.

mm

Step 3: Enable MVA for End UsersThis step shows how toenable MVA for end users.

Step 3: Enable MVA for End Users

Navigate to User Management >End User and selecta user

Verify that the remotedestination profile is

configured correctly toprovide authentication

7^

At the end-user configuration page, activate the Enable Mobile Voice Access check box inorder to allow the end user to use MVA.

Note All other mobility-related parameters ontheend-user configuration pagewere discussed inthe section "Step 2:Configure End User" ofthe topic "Configuring Mobility Connect in CiscoUnified Communications Manager."


Step 4: Configure MVA Media ResourceThis step describes the configuration ofthe MVA mediaresource.

4: Confiqun

Go to Med :j Resources > Mobile Voice Access

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^

1. Enter the MVA

DN.

2. The gatewayrunning the MVA

applicalion needsaccess to the

partition of the

MVA number

Ihe MVA media resource is automatically added when the Cisco Unified MVA service isactivated. It can be configured from Media Resources >Mobile Voice Access, 'fhe followingconfiguration options exist:

• Mobile Voice Access Director}' Number: Remote users who want to utili/e the MVAfeature must dial a certain PSIN number at an 11.323 gatewav. which provides access tothe MVA feature through a call application. The call application will roule the incomingcalls lo the MVA media resource. The number lhat is used for this call leg{gateway tomedia resource) is the MVA director; numberthat is configured al the MVA mediaresource. Because the VXMI call application resides on Cisco Unified CommunicationsManager and is accessed from the gatewav by Iff ML. the local VXML application codecan refer to this configuration parameter in the Cisco Unified Communications Managerconfiguration dalabase. Thegatewav requires a dial peerforthis number, which points tothe Cisco Unified Communications Manager on which the Cisco Unified MVA service hasbeen activated.

• Partition: Assign a partition to the MVA directorv number. Make sure that the CSS ofthegatewav has access to this partition.

• Locales: Select at least one locale. B\ default, onlv the locale linglish United States isavailable.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 D ©2010 Cisco Systems. Inc

Step 5: Cisco IOS Gateway ConfigurationThis step describes the configuration of an H.323 gateway lhat provides access to the CiscoUnified MVA feature.

Step 5: Cisco IOS Gateway

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^Calls the

enterprise MVAservice

The figure shows asample configuration ofan H.323 gateway.The following happens when aremote user dials the MVA number ++I4085552999 The call isrouted to the voice port ofthe router. The PSTN delivers anational number. The called number4085552999 matches the incoming POTS dial peer 29991, which is ~nfiBu«d ™* *e*"'"mva command. The service mv. command is configured with the URI. of the MVA VXMLcall application (located at the Cisco Unified Communications Manager server where the C.scoUnifiedMVAserv ice has been activated).

>2010 Cisco Systems, Inc.Enablementof End UserTelephonyand Mobility Features 5-133

Configuring Mobility in Cisco UnifiedCommunications Manager Express

5-134

This topic describes how to activate the Mobility leatures in Cisco Unified CManager f.xpress. Ihe following figure describes hmohilitv.

ominunications

ow to configure a sofikev template for

Modify Softkey Template for Mobility

Create an ephone template with the Mobility softkey andapply it to the ephones:

• Idle state allows end users totoggle the Mobility feature on and off• In the connected state, end users can send anactive call tothe

configured Single Number Reach number.

• Resettheephone toapply thechanges

Ephone 1

ephone-template 1

GOftSteyii idle Kewcall Cfwdall Redial Mobilitysoftksys i-oniiecte-J Endcall Truster Park Mobility

ephone 1

mac-address 0024.97A9.0C04ephone-typist.*. Iuser-name "jdoe" password Cisco

type 7965

button 1:1

Ioallow end users to access the Mobility feature, create or modify an ephone template [interglobal configuration mode and create or modifv anew ephone template with the ephone-template tag command, where the tag range is 1to 20. In the example in the figure theephone-template I is used. Configure sofikev s in ephone-template configuration mode TheMobihlv softke} is available in the idle and connected call states. During Ihe idle state endusers can toggle the Mohilitv feature on or off by pressing the Mobility softkev. In theconnected line state, users can send an active call to their Single Number Reach number.

In ephone-template configuration mode, enter the syftkevs idle {[Cfwdall] [Conjlist] [Dnd]\(jpickup\ [Hlog\ [Join] [Login] [Mobility] [Sewcall] [Pickup] \Rediai[ [Rml.stC]} commandIhe values in square brackets are the different available sofikeys. which can be configured inthe idle state, for example, softkeys idle Newcall Cfwdall Redial Mohilitv defines the NewCall. CFA. Redial. and Mohilitv softkeys in the idle call state. The first sofikey lhat is displavedon the IP plione is the New Call softkev: the last soflkcy is the Mobility softkey.'I hen. define the Mohilitv softkev mthe connected call slate wilh the softkevs connected\[Acct\ [Conjl.ist] [Confrn] [Endcall] [Flash] \HLog] [Hold[ [Join] \Uveftcd] [Mohilitv] [i\irk\[RmLstC] [Select] [Trnsf)M\ [Trnsfer[\ command.

Iinaliv. enter ephone configuration mode, fhe previously created ephone template must beapplied with ihe ephone-template tag command, where llie tag represents the identifier oftheephone template. Reset the ephone to apply these changes.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, inc.

Configuring Single Number ReachThis subtopic describes how to configure aSingle Number Reach number with CiscoConfiguration Professional and the command-lme interface (CLI).

Configuring Single Number Reach

2. Check Mobility toallowsending active calls

to the Single NumberReach number with the

Mobility softkey.

1. Go to the Advanced tab.Enable Single Number

Reach and enterinformation.

Tnc Single Nu-nber Reacn ^rc can b.™^^™^^^1

toCisco Vilified Comniunications Manager F.xpress.

i2010 Cisco Systems, IncEnablement ofEnd User Telephony andMobility Features 5-135

5-136

Configuring Single Number R

The snr calling-number local command displays the entemrispdirectory number instead cf the original caterX^^^.

2 Inccming CallingNu Tiber

-494041326720C1

A/"

!phone-dn 1

nuaibet 2001

name John Doe

mobility

snr n5:ise2H5i de:.,y C -ir,,^ephone 1

ephone-template 1usemame "jdoe" password ciecotype 7965

button 1:1

JO aiwd-i

f j CallerID*ljpr +4909442325155

This figure shous the previous configuration ofSingle Number Reach that uas created bvc::; \^Tm >,essional ,n ti,e pmious ^ ™*^^^ is,^Usui Iinified Communications Manager Impress.

losing the CLI the snr calling-number local command can he configured additional This

is used number (for example. 915118827499). By default, the original caller II)

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0©2010 Cisco Systems.

SummaryThis topic summarizes the key points lhat werediscussed in this lesson.

Summary

Mobile Connect enables users to receive calls placed to theirenterprise number at the enterprise phone and remotephones such as cell phones.

Mobile Voice Access extends the Mobile Connectfunctionality by allowing enterprise calls placed from a remotephone to first connect to the enterprise and then break backout to the called number using the enterprise number oftheuser as the calling number.

The Single Number Reach feature on Cisco UnifiedCommunications Manager Express allows users to answerincoming calls to their extension on either their IP phone or ata remote destination. This enables callers to dial a singlenumber to reach the phone user. Calls that are not answeredcan be forwarded to voice mail.

The lesson explained how to configure the mobility features in Cisco Unified CommunicationsManager and Cisco Unified Communications Manager Express. This includes a step by stepconfiguration guide to enable Mobile Connect in Cisco Unified Communications Manager andshous how to configure single number reach with Cisco Configuration Professional on CiscoUnified Communications Manager Express.

References


• Cisco Unified Communications Manager Administration Guide, Release 8.0( 1) at:http:/A\wu.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_0_l/ccmcfg/bccm-801-cm.html

• Cisco Unified Communications Manager Express Administration Ciuidc at:http://www.cisco.com/en/US/docs/voice_ip_comm/eucme/admin/configuration/guide/cmeadm.html

>2010 Cisco Systems. Inc. Enablement of End User Telephony and Mobility Features 5-137

Module SummaryThistopic summarizes thekey points thatwerediscussed in this module.

Module Summary

Cisco Unified Communications Manager and Cisco UnifiedCommunications Manager Express provide different features for callcoverage, for example. Call Forwarding. Hunt Groups, Call PickupGroups, and shared lines. Cisco Extension Mobility allows endusers to use any IP phone with their own settings.

Native Cisco Unified Communications Manager presence features,allows users to see the presence status in call lists like missed callsor on presence-enabled speed dials.

Cisco Mobile Connect is an enterprise mobility service thatassociates IP phone numbers with remote destinations such asmobile phones. Cisco Mobile Connect allows mobile workers toreceive all calls to their IP phone number at multiple phonedestinations simultaneously.

Mobile Voice Access extends the Mobile Connect functionality byallowing enterprise calls placed from a remote phone to first connectto the enterprise and then to the called number using the enterprisenumber of the user as the calling number.

Cisco Unified Communications Manager and Cisco Unified Communications Manager Expressprovidea wide range of call coverage and mobility features. Additionally, with Cisco ExtensionMobility. an end user is able to use a personal directory number on Cisco Extension Mobility-enabled IP phones, regardless of the physical location ofthe user.

References


• Cisco Unified Communications Manager Administration Guide, Release 8.0( 1) at:htlp://\\ uw.cisco.com/cn/US/docs/voice_ip_comm/cucm/admin/8_0_l/ccmcfg/bccm-801-cm.html

• Cisco Unified Communications Manager Express System Administrator Guide at:htlp://www .cisco.com/en/US/docs/voice_ip_conim/cucine/admin/conriguration/guidc/cmeadm.html

© 2010 Cisco Systems, Inc. Enablement of End User Telephony and Mobility Features 5-139


Ql) Which two parameters can be used from the default device profile? (Choose two.)(Source: UnderstandingTelephony Features)

A) calling search spaceB) Media Resource Group LislC) phone button templateD) privacy settingsF) Media Resource Group

Q2) Which statement describes hunt lists? (Source: Understanding 'lelephony Eeatures)A) matches dialed number for call coverageB) determines the hunt algorithmC) chooses path for call routingD) performs digit manipulation

Q3) Which twoofthe following occur when using intercom ina connected line state?(Choose two,) (Source: Understanding Telephony Features)

A) The intercom initiator will hearthe intercom receiver andcalling party.B) When a user ison an active call,the voice ofthe active callerandthe intercom

line get mixed.C) Therecipient canendtheactive callandaccept the whispered call to initiate a

two-way intercom call.D) The intercom lineandthe voice ofthe active callerdo notget mixed if a useris

on an active call.

E) The active call with a called party is dropped automatically.

Q4) Ilow can visibility of Ihepresence-enabled speed dials be limited?(Source:Understanding Telephony Eeatures)

A) presence groupsB) Subscribe CSSC) calling search spaceD) partitions

Q5) Presence groups can beapplied to lines, phones (at thedevice level), and SIPtrunks.(Source: Understanding Telephony Features)

A) true

B) false

Q6) What is the benefit of paging groups in Cisco Unified Communications ManagerFxpress? (Source: Understanding Telephony Eeatures)

A) When used with call-waiting capabilities, users get notified if a second callarrives on the same paging group number.

B) Paging opens a one-way audio call to idle phones.C) Paging groups limit presence visibility in Cisco Unified Communications

Manager Express.D) Paging groups are groups for night-service notifications.


Q7) Which threeofthe following are not configuration elemcnls that are relevant forCiscoExtension Mobility configuration? (Choose three.) (Source: Enabling "lelephonyFeatures)

Al location

Hi phoneC| end user

D) de\ ice security profile1) de\ice pool1") device profileG) phone service

08) Which two ofthe following result ifthe user logs in to a devicebut is still logged in toanother de\ ice? (Choose two.) (Source: Enabling lelephony Features)

A) Ifthe multiple login behavior service parameter is set lo "disallowed," thelogin fails.

B) If the multiple login service parameter is set lo "auto-logout." the user isautomaticallv logged out of the other device.

C) Ifthe multiple login behav ior enterprise parameter is set to "allowed," the loginsucceeds and the user also remains logged in at the other device.

D) If the multiple login behavior enterprise parameter is set to "prompt." the useris given the option to logout of the other device first.

E) The login fails.

Q9) Whieh of the following is not a valid variant ofthe Call Pickup feature? (Source:Enabling Telephonv Features)

A) Call PickupB) Anv Group PickupC) Other Ciroup Pickup[)) (iroup Pickup

QIO) Intercom CSSs are automaticallv created when an intercom partition is configured.(Source: Enabling Ielephonv Eeatures)

A) true

B) false

Ql I) Which two endpoints are supported bv the Cisco Unified Communications Manager

Presence feature? (Choose two.) (Source: Enabling Telephony Eeatures)

A) Cisco Unified IP Phones

B) devices that are reached through a SIP trunkC) MGCP gatewav endpointsD) 11.323 gatewaysF) voice-mail ports

QI2) When configuring overlay functionality in Cisco Unified Communications Manager

Express, the call wailing overlay feature can be used when configuring w as the

separator. (Source: Enabling Telephony Eeatures)

A) true

B) false

5-142 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O © 2010 Cisco Systems, Inc

Ql 3) Cisco Unified Mobility consists ofwhich two components? (Choose two.) (Source:Understanding Mobility Features)

A) Single Number ConnectB) Mobile ConnectC) Mobile IVRD) Mobile Voice AccessE) Mobile Voice Connect

Q14) Which isindicated as the calling number for acall that isplaced from a remotedestination to an internal directory number? (Source: Understanding Mobility Features)

A) the Mobile Voice Access numberB) the numberofthe remotedestinationC) the directory number ofthe office phone with which the remote destination is

associatedD) the directory number ofthe called office phone, ifit isassociated with the

calling remote destination

Ql 5) Mobile Voice Access can be used with which two types ofgateways? (Choose two.)(Source: Understanding Mobility Features)

A) MGCP

B) 11.323C) SIPD) SCCP

Q16) Mow many remote destinations can be configured per extension in Cisco UnifiedCommunications Manager Express? (Source: Understanding Mobility Features)

A) IB) 3C) 5

U) 7

Q17) In which two vvays can end users send an active call tothe remote destination? (Choosetwo.) (Source: Enabling Mobility Features)

A) usingthe softkey in a softkeytemplateB) with a feature button in a phone button templateC) with a serviceURF associated with a phoneserviceD) bydropping thecall and calling both parties againE) by connecting the originator and the remote destination into a conference call

Q18) Which configuration step isnotpartof configuring Mobile Voice Access? (Source:Enabling Mobility Features)

A) activating the serviceB) configuring the XML application on the voice gatewayC) creating a phone service and subscribing it to a deviceD) enabling end users for Mobile Voice Access

©2010 Cisco Systems, Inc Enablement ofEndUserTelephony and Mobility Features 5-143

Q19) Which behav ior can be configured with (he snrcalling-number local command?(Source: Enabling Mobility Features)

A, displaying the called number instead ofthe remote destination al the callingparty

B| display ing the original caller at the remote destinationt ) displaying the enterprise directory number instead ofthe original caller at the

calling party!)) display ing theenterprise directory number instead ofthe original calleral the

remote destination

5-144 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

Module Self-Check Answer KeyQU CD

02) C

Q3) B.C

04) A

Q5) A

Q6) B

Q7> A. D. V

Q8) A. B

Q9) B

QIO) A

OH) A.B

QUI B

013) B. D

QU) C

015) B.C

QI6) A

Q17) A.B

Q18) C

Q19) D

i2010 Cisco Systems, Inc Enablement ofEnd User Telephony and Mobility Features 5-145

Module 6

Enablement of Cisco UnityConnection and Cisco Unified

Presence

OverviewThismodule introduces Cisco Unity Connection andCisco Unified Presence. Efficientapproaches toadding users tothe Cisco Unity Connection system are shown, and user mailboxmaintenance for proactive management isexplained. The commonly used features ofCiscoUnity Connection and Cisco Unified Presence are explained along with methods for enhancingthe telephone user interface (TUI)experience forusers.

Cisco Unified Presence supports Cisco Unified Personal Communicator, a powerful desktopapplication lhat provides end users with voice mail, instant messaging (IM). computertelephony interface (CTI) phone control, softphone capabilities, video, and presence features inasingle tool. With Cisco IP Phone Messenger, end users can exchange instant messages withCisco Unified Personal Communicator users from their attached Cisco Unified IP phone.

Module ObjectivesUpon completing this module, you will beable toadminister users inCisco Unity Connectionand Cisco Unified Presence,and enable the most commonly used features for both applications.This ability includes being able to meet these objectives:

Describe the characteristics of Cisco Unity Connection

Describe the characteristics of end users and mailboxes in Cisco Unity Connection and therelated configuration requirements

Describe how to implement endusersand voice mailboxes in CiscoUnity Connection

Describe the characteristics of Cisco Unified Presence

Describe how to enable Cisco Unified Presence for end users

Lesson 1

Understanding Cisco UnityConnection

OverviewThis lesson describes the integration of Cisco Unity Connection with Cisco UnifiedComniunications Manager via different protocols. The main Cisco Unity Connection system-level features are explained, including call handlers and the dial plan.

ObjectivesUpon completing this lesson, you will be able to describe aCisco Unity Connection solutiona^id theTtegration with aCisco Unified Communications Manager. This ab.hty includes beingable to meet these objectives:

. Describe the Cisco Unity Connection system within aCisco Unified Communicationssolution

• Describe the main Cisco Unity Connection system-level features and capabilities

Cisco Unity Connection OverviewThis topic describes the Cisco Unity Connection system within aCisco UnifiedCommunicalions solution.

Cisco Unity Connection Ovi

Cisco Unified

Presence

SIP

LDAP

Integrating wilhMicrosoft ActiueDue dory torsynch(on ^alion andoptional authentication

AXUSOAPWebDAV

Cisco Unified CMAXUSOAP

Importing UsersSet Forwardino Artritiute

User TUI or Voice

View Express

Appliance Platform

<C

Personal Rouling

IMAP

User GUI

Csco Unilv Connec.ton integrates messaging and voice recognition components to provideglobal access to calls and voice messages for up to 20.000 users on asingle Cisco UnitvConnection server, Cisco Unitv Connection advanced communication services offer voicecommands to place calls or listen to messages in hands-free mode, as well as to check messagesover the telephone or irom adesktop through an email inbox or abrowser.Running on aLinux-based network appliance platform. Cisco Unitv Connection has its ownintegrated message and data stores. Cisco Unitv Connection can integrate with Cisco ImiliedCommunications Manager. Cisco Unified Communications Manager Lxpress. or traditionalH\s. C.sco I nity Connection can be configured to import auser database from Cisco Iinified

Communications Manager using the Administrative XMI. Iaver (AXI.) and Simple ObjectAccess Protocol (SOAP), " J

Cisco Unitv Connection can integrate with aMicrosoft P. xchange Server to bring voicemessages loan Internet Message Access Protocol (IMAP) desktop email inbox. The Web-tiased Distributed Authoring and Versioning (WebDAV) service allows users lo importcalendaring information from Microsoft hxchange for personal transfer rules.Calendaring integrations are available using the Microsoft hxchange WebDAV protocol toCiscei Unified MeetmgPlace. Cisco Unified MeetingPlace fxpress. Microsoft Lxehange Wand Ueh Serv ices application programming interface (API) (WebSvcs) for Microsoft hxchange

Microsoft Active Directory integration is available for synchronizing Cisco Unitv Connectionuscmames and passwords to the Active Directorv using the Lightweight Directorv AccessIrotocol (1 DAP) interface. Authentication for web-based application access is an optionalfeature ot the Active Directorv integration.

Introduang Cisco Voice and Unifed Communications Administration (ICOMM] vS.O ©2010Cisco Systems.

Cisco Unitv Connection provides atelephone user interface (TUI) and avoice user interface(VUl). With an IP phone and Voice View Express, the mailbox can be checked and browsedvisual) v.

)2010CiscoSystems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence

Single-Site and Multisite Deployment ModelIn the simplest fonn. Cisco Unitv Connection can be deployed as a stand-alone server in aCisco Unified Comniunications solution. Cisco Unitv Connection implementations include a500-user integration with Cisco Unified Communications Manager Husiness Edition, whicheolocates Cisco Unitv Connection lo a Cisco Unity Conneclion server cluster that supports upto 20.000 voice-mail users.

Single-Site and Multisite Deploymei

Astandalone server supports up to 20,000 voice mail users

Easy deployment, only one codec G.711, no transcoders, and notraffic pattern evaluation are necessary

Cisco Unity\ Conneclion

\K DSP for\^ Transcoding

Branch

WAN

G.711 Calls

PSTN G 729 Calls lo Cisco

Unity Connection

In a single-site deployment, hpically only one codec (S.7I I is used. 'Ihcrefore. no CallAdmission Control or transcoders are necessarv because no additional branches are connectedvia WAN connections, where tvpieallv the G.729 codec is used.

Ihc platfonn ov erlav detennines theeapacitv. capabilities, andnumber of users supported. Ifhigh availabilitv and redundancy arc needed, or if thereare going to be multiple locations orexpected growth, anotherdeplov mentmodel mightbeltermeetthe needsofthe organization.

I rat fie patterns need lo be evaluated onlv vvhen Cisco Unilv Connection is used as a centralizedvoice messaging svstem or in a distributed voice messaging solution. Imagine, ior example,that 250 users that are located in branch o\Ticc are usinga centralized voicemessaging system.If 10percent use the voice-mail svstem at the same time, voice messaging brings 25 additionalconnections (25 calls * 24 kb/son I.avcr .1 - 600 kb/s) to the voice trafficpattern for the CiscoUnitv Connection application, fhese 25 calls needto be transcoded. whichmight requireadditionaldigital signal processor (DSP) resources at the headquarters location.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) vS.O ©2010 Cisco Systems, Inc.

Cisco Unity Connection IntegrationCisco Unitv Connection can integrate with different phone systems, such as Cisco UnifiedCommunications Manager, and with qualified circuit-switched phone systems.

Cisco Unity Connection Integration

• Cisco Unity Connection can be integrated with different telephonysystems at the same time,

* Cisco Unified Communications Manager can be integrated viaSCCP or SIP.

Cisco Unified CommunicationsManager Cluster via SCCP

Cisco Unifed CommunicationsManager Cluster via SIP

SIP, PIMG.orTlMG

Cisco Unity Connection also supports simultaneous integrations with multiple telephonesystemsat the same lime.

CiscoUnified Communications Manager andCisco Unified Communications Manager F.xpressare supported phone system integrations and can integrate through Skinny Client ControlProtocol (SCCP) and Session Initiation Protocol (SIP). Circuit-switched phone systemintegrations are accomplished through the Cisco PBX IP Media Gateway (P1MG) or LI IPMedia Gateway (TIMG) and a SIP trunk.

) 2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-7

Cisco Unity Connection SCCP IntegrationWhen integrating Cisco [inified Communications Manager wilh Cisco Unity Connection viaSCCP. use the VoiceMail Port Wizard, which is available in Cisco Unified CommunicationsManager Administration.

Cisco Unity Connection

The voice mail pilotand hunt pilotare used to call the voicemessaging system

Voice messaging traffic can be secured

SCCP integration uses port 2000 or 2448.

Ihe Voice Mail Port Wizard asks for sonic parameters (number of voice-mail ports, and soon)andgenerates ihe voice-mail ports automaticallv andputsthem intothe linegroup, fhe huntlist and hunt pilot need to be configured manually.

For the voice-mail profile andvoice-mail pilot, use and modifv theexisting default entries,which are used bv all users in theCisco finified Communications Manager system.

When a userpresses the Messaging button. Cisco Unified Communications Manager searchesthe voice-mail profile and voice-mail pilot. Lor example, ifthe voice-mail pilot isconfiguredwith the number 2100. theCisco Unified Communications Manager searches for a hunt pilotwith the number2100. fhe huntpiloi looksup its configured hunt list again, the hunt list looksup the line group, and then the voice-mail ports are accepted as defined in the distributionmechanism, for example, round rohin.

On theCisco f!nit> Connection system, the call enters via theports, which are thecounterpartsofthe Cisco Unified Communications Manager voice-mail ports.

The ports on Cisco Unit; Connection can be configured; forexample, to process voice mails, loset the Message Waiting Indicator (MWI) on or off. and so on.

Call routing can be controlled via the port group or phone svstem. including how calls come inand leave the Cisco Unit; Connection system.

Ihe MWI needs to be configured on Cisco Unified Comnuinicalions Manager and Cisco UnitvConnection with the same numbers, for example. 2110 for MWI on, and 2111 for MWI off.The Cisco Unit; Connection dials out the MWI number and forwards that to the Cisco UnifiedCommunicalions Manager and dials the IP phone. The MWI is either on or off. The numberscan also be dialed manuallv to test ifthe MWI numbers can reach the IP phones (class ofservice (CoSj might prevent this behav ior).

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 © 2010 Cisco Systems, Inc

The SCCP integration uses port 2000. which is the standard SCCP port. Port 2000 is also usedbv the IP phones to communicate with Cisco Unified Communications Manager. Thecommunication between the IP phone and Cisco Unity Connection can be secured (port 2448).whichrequiresthe use of certificates.

>2010 CiscoSystems, Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-9

Cisco Unity Connection SIP IntegrationCisco Unified Communications Manager SIP integration requires fewer configuration elementsthen SCCP integration.

;isco Unity Connection SIP Integration

The voice mail pilot and a route pattern are used to call the voicemessaging system

Voice messaging traffic can be secured.

SIP integration uses port 5060 or 5061

No explicitMWI numbers are required

When integrating Cisco Unified Communications Manager with SIP, first a SIP trunk securitvprofile is created. The SIP trunk security profile isused by the SIP trunk, which points to theCisco Unit; Connection s;stem.

Instead ofa hunt pilot, a route pattern with, for example, the number 2100 isconfigured. Ihevoice-mail profile and voice-mail pilot areused inthe same way as they are used inSCCPintegration. When the user presses the Messaging button on the IP phone, the configurednumber in the voice-mail pilot, for example. 2100 is used, and the Cisco UnifiedCommunications Manager searches for a route pattern with the number 2100. Cisco Unit;Connection is reached via the SIPtrunk, fhe number of pons is notdefined in Cisco UnifiedCommunications Manager.

"fhe elements that arc used for SIP integration on the Cisco Unit; Connection svstem are moreor less the same as the elements involved ina SCCP integration. The ports arcconfigured toregister with a SIP server, which is the Cisco Unified Communications Manager. The numberof ports is specified in theCisco Unilv Connection system only.

Ihe most significant difference between iheSIPand SCCP integrations involves the MWIhandling. There are no explicit MWI numbers for MWI on or MWI off.

The SIP integration uses port 5060. which is the standard SIP port. Port 5060 isalso used bythe IPphones to communicate with Cisco Unified Communications Manager. Ihecommunication between the 1P phone andCisco Unilv Connection canbesecured usinaport5061.

Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM] v8 0 ©2010 Cisco Systems. Inc

Cisco Unity Connection FeaturesThis topic describes the main system-level features of Cisco Unity Connection, including callhandlers and the dial plan.

Cisco Unity Connection System Settings

The Cisco Unity Connection systems settingscomprise, among others:* General settings: Time zone, language, and so on• Roles: Greeting Administrator, SystemAdministrator, and so

on

• Enterprise parameters

• Service parameters

• LDAP

Cisco Unity Connection system settings arc very- powerful and offer many configurationoptions. This course covers only the settings, which are related to end-user administration and asingle-site deployment, orcustomer support for ticket resolution.

The general settings allow the administrator tomodify the default settings. The time zonesetting depends on settings during the installation, the system default language isEnglish(U.S.). the system default TTS language isEnglish (U.S.), the default recording format is G.711mu-law. and'the default maximum greeting length is 90 seconds. The administrator can alsodefine the action in case a recipient cannot be found.

The predefined roles can be used to limit the GUI access tocertain configuration areas orlimitthe TUI for difTcrent kindsof administrators. The AudioText Administrator administers callhandlers, directory handlers, and interview handlers. The Greeting Administrator manages callhandler recorded greetings viaTUI. The Help Desk Administrator resets user passwords,unlocks user accounts, and viewsuser settings. The Remote Administrator administers thedatabase using remote management tools. The System Administrator is the top-leveladministrator and canaccess allCiscoUnity Connection administrative functions, reports, andtools for servers and users. The Technician can access functions that enable management ofthesystem and phone system integration settings, viewing ofall system and user settings, and canrun all reports and diagnostic tools. The User Adminislrator administers users and can accessall user adminislration functions, user reports, and user administration tools.

Theenterprise parameters and service parameters arc like theCisco Unified CommunicationsManager enterprise parameters andservice parameters. Theparameters allow restriction ofCisco Unity Connection useroption pages,QoS settings,and so on.

©2010 Cisco Systems, Inc. Enablement of Cisco Unity Conneclion and Cisco Unified Presence 6-11

LDAP can be integrated and allows use ofthe LDAP directory and LDAP authentication. Withthe use of LDAP authentication, a single password login can beoffered tousers.

Other system settings are cov ered inthe next lessons ingreater detail.

Introducing Cisco Voice and Unified Communications Adminislration (ICOMM| v8 0 © 2010 Cisco Systems, Inc

Cisco Unity Connection Call HandlerIn Cisco Unit; Connection call management, three different kinds ofcall handlers can beselected.

System call handlers areused for greetings and can offer the caller different call actionsdepending onthe digit that isselected by the caller. Directory call handlers allow callers tosearch for users on theCisco Unity Connection system or on connected voice messagingsystems. The interview call handler allows thesystem to askthecaller questions and recordsthe answers. The recorded message can be sent to any voice-mail user.

There arethree preconllgured system call handlers: goodbye, opening greeting, and theoperator. Theopening greeting is thegreeting thatcallers—who are notsubscribers or do nottransmitthe callingnumber—will hearwhen they call the general voicemessaging systemnumbers. Users are asked to enter their ID and PIN to log in to the personal mailbox.

>2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-13

Call Handler ExampleAsvstem call handler can manage incoming calls to the main direct inward dialing {DIDnumber of a company or for all eompanv phone numbers, fhe system call handler can. forexample, pla; a greeting and offer the caller various choices.

Caii Handier Example

Opening Gieeting

Hallo,thanKyw (orcallingC'SCB Syaten-BYpu may antartr-Bextension of Mia partan y« are =a-rj a: any *TieFcradiradoryof employees, press'For job Ksbngt. preti 2For toca! techn cat support 4For the ope rator, pr«» o

1""DirectorySearch

JobListings

Job interview';

In the example in the figure, when a caller presses 1on the phonekeypad, the callercan searchviaa director; call handler through thecompany directory and search for an employee, iftheemplovee is listed.

Iflhe callerpresses 2 in ihc example, anothers; stem call handlerplaysa differentgreeting,which then brings the caller to an interview call handler that asks for the name of the caller, thejob the caller wants to appiv for. and so on.

If the callerpresses 4. the caller reaches the local tech support, and vvhen pressing zero theoperator is called. A hidden menu can also be offered, which might require an authenticationafter it is selected.

Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Cisco Unity Connection Call RoutingDirect call routing rules process calls from users and unidentified callers that arc dialed directlyto Cisco Unitv Connection. Forwarded rules process calls that arc forwarded to Cisco UnityConnection, fhe difference between the direct routing and forward routing is the origin ofthecall: direct call or forwarded call.

Cisco Unity Connection Call Routing

• Handle calls from users and unidentified callers.

• Direct and forwarded calls can be handled differently.

• Attempt Sign-In, Attempt Forward, andOpening Greeting are predefined.

Plrone System orPort

These arc the predefined direct routingrules:

• Attempt Sign-In: Calls from users are routed tothe user log inconversation.

• Opening Greeting: Calls from unidentified callers are routed tothe opening greeting.

The predefined forwarded routingrules are:

• Attempt Forward: All calls forwarded from a user extension are routed tothe usergreeting.

• Opening Greeting: Calls forwarded from an extension that isnot associated with a useraccount are routed to the opening greeting.

Call routing rules allow a call to be filtered, and anaction can beapplied to the call. Forexample, all calls that are received from anumber associated with a good customer arc directlytransferred toan appropriate number. Asanother example, all calls thatcome in for adiscontinued company number get information that the number has changed, and aretransferred to the company auto-attendant.

Thecall routing rules can bespecified based onthefollowing parameters or conditions:

• Calling number, for example, 2001. or 123* for all calls starting with 123

• Called number

• Voice-mail port from I to n (applies to direct calls only)

• Phone s;stem. if morethan one is used(appliesto direct calls only)

>2010 Cisco Systems. Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-15

• Forwarding station (applies to forwarded calls only)

• Schedule. uhich can be defined for all hours, weekdays, orcustomized time frames

Combined with the call action, the adininistralor can now define that all calls from the areacode 408 will go lo acertain user, orifthe caller 2001 dials in, the call is processed in aspecific wav.

6-16 Introducing Cisco Voice and Unified CommunicationsAdminislration (ICOMM) u8.0 ©2010 Cisco Systems, Inc

Cisco Unity Connection Distribution ListsSvstem distribution lists in Cisco Unity Connection arc used to send voice messages to multiple

Cisco Unity Connection Distribution Lists

• System and prtvate distribution lists can be defined.• Predefined systemdistribution listexists, forexampleone that

comprises all voice mail users.

• Private distributionlistcan be limitedby the number of members orthe number of distribution lists per user.

• A distribution list can be a recipient of voice messages.

SystemDistribution

List

Maximum Lists-per User

Maximum

Members per .Dialrliwtioii ust

Theusers thataremembers of a system distribution listaretypically users who need the sameinformation on aregular basis, such as employees in adepartment ormembers ofa team. Thepredefined system distribution lists arc: undeliverable messages, all voice-mail users, and allvoice-mail-enabled contacts.

Priv atedistribution listscanbe configured by thevoice-mail user. Theadministrator candefinea maximum number of99private distribution lists peruser, and the default is25. Within theprivate distribution list, the number ofmembers can be set toamaximum of999. and thedefault is 99.

i 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-17

Cisco Unity Connection Authentication RulesWith Cisco I'nil; Connection authentication rules, the security level can he set and controlledtoallow \ oice-mai! users to connect to the voice messaging system.

Cesco Unity Connection Authentication

The authentication rules allowyou to secure andcontrol access to Cisco Unity Connection:• Number of failed login attempts

• Lockout duration

* Credential expiry

* Minimum credential length

• Trivial passwords

Ihe following settings can be defined for an authentication rule, where the values in iheparentheses specify the default value:

Failed Sign-In Attempts (3) or No Limit for failed Sign-Ins

Reset failed Sign-In Attempts Tver; Minnies (30)

Lockout Duration Minutes (30) or Adininistralor Must Unlock

Minimum Duration Between Credential Changes Minutes (1440 = I day)

Credential Lvpires After Da;s (ISO)or Never Lxpires

I:\piration Warning Davs (0)

Minimum Credential Length (6)

Slored Number of Prev ious Credentials (5)

Check for Irivial Passwords

To allowvoice-mail users to use the PIN 123. disable the check for trivial passwords andchange the minimum credential length from 6 to 3.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0 >2010 Cisco Systems, Inc.

Cisco Unity Connection Dial PlanThe dial plan in Cisco Unitv Connection is based on partitions and search spaces. These entitiescan be compared to Cisco Unified Communications Manager partitions and calling searchspaces.

Cisco Unity Connection Dial Plan

The dial plan in Cisco Unity Connection issimilar toCisco Unified Communications Manager:. By default all users arein the same default partition.• ASearch Space includes partitions,• Adirectory call handler allows callers to dial users via the search spaces.

Directory CallHandler 2222

During the installation of Cisco Unity Connection, aname must be entered. This Cisco UnityConnection name is the default name ofthe preconllgured partition and search space. Both arepreselected, for example, in the user and call handler templates. Therefore all new users or callhandlers belong to this default partition and have the default search space assigned.Asearch space can be used to control where adirectory call handler, and therefore acaller, cansearch for users vvhen the caller selects the options to dial auser or send amessage. The searchspace can limit the caller search to only the current server, all servers, or only in certainpartitions.

For example, in amultisite scenario, the administrator can create adirectory call handler perlocation. These site-specific directory call handlers can only search for users in the current site,but not the complete company directory. Another example would be to place managers into amanager partition, so that external users cannot dial amanager directly.

) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-19

SummaryIhis topic summarizes the ke; points that were discussed in trm

•ummary

- Cisco Unity Connection integrates with Cisco UnifiedCommunications Managervia SIPand SCCP. Thedataconnection can be secured for both integration variants.

1The system settings allow the modification of enterprise andservice parameters

• Call management iscomprised ofthese powerful callhandlers:

System call handler

Directory call handler

Interview call handler

With partitions and Search Spaces, the access to search forusers on Cisco UnityConnection can be limitedor evenextended to other voice messaging systems.

The lesson introduced Cisco Unirv Connection and the supported features and integrationoptions with Cisco I•nified Communications Manager. Sellings can be modified on differentlevels: object-related, template-based, or on a svstem level.

References


• Documentation Ciuide for Cisco Unity Connection Release K.x:htlp://www.cisco.com eivLS.docs/voiee_ip_comni/connection/Kx/roadmap/fixcucdg.html

Introduang Cisco Voice and Unified Communications Adminislration (ICOMM) v80 ©2010 Cisco Systems, Inc

Lesson 2

Understanding End User andVoice Mailbox Characteristicsand ConfigurationRequirements

OverviewThis lesson describes how the user templates allow a more efficient user creation process andhow they can be used in scenarios with different requirements. The main user parameters arcexplained and how the user settings are individualized with features like private distributionlists and message notification devices. This lesson also describes different options tocreate,import, or migrate users loCisco Unity Connection.

ObjectivesUpon completing this lesson, you will be able to efficiently work with user templates,indiv idualize useraccounts, and understand the mailbox parameters andtheirimpact on theCisco Unity Connection storage system. This ability includes being able lomeet theseobjectives:

• Describe the Cisco Unity Connection user templates

• Describe the Cisco Unity Connection end users

• Describe the Cisco Unity Connection voice mailboxes

Cisco Unity Connection End User Templatesllnstopic describes ihc user templates and how the user templates can be used in differescenarios.

User Templates A/lode!

User templates are configuration helpers:- Decrease theconfiguration effort through preconfigured general settings• Used only for adding new users

• Two preconfigured templates voice-mail user and administrator

•renl

User templates can be used towork more efliciently and faster on reoccurring tasks. Ciencralparameters, which arcthesame for all users or groups of users, canbe predefined. If new usersare added tothe Cisco Unitv Connection system, all users have the same preselected settings,for example, the language or time zone, If the user template ischanged at any time, these newsettings will onl; affect users that arecreated after the user template change. Tochangeparameters forevisting usersor a groupof existing users, use the Cisco UnifiedCommunications Manager Bulk Adminislralion Tool.

[hereare two pre-existing user templates. One is for administrators and the other user templateis for users. An administrator could, for example, build a user template model where settingsarepreconfigured formanagers, cmplovees. or trainees. Themanagers might have mailboxeswith more space for voice messages, or might beable tobe notified permobile phone if a newmessage arrives, hmployees might have preconfigured message actions, and trainees may belimited to listening to voicemessages. Usertemplates can also be based on the location and canspecif; the language to use and the time /one for the location so that messages arerecordedwith the correct time stamp.

When creating a new user, select the user template and the user template entries arecopied lothe new user,

Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8.0 J2010 Cisco Systems, Inc

General Settings vs. User SettingsIn a Cisco Unitv Connection system, user parameters can be set in many places. Like CiscoUnified Communications Manager Administration, enterprise and service parameters can beset. which arevalid for all entities intheCisco Unily Connection system. A change in theenterprise or senice parameters affects all entities immediately.

General Settings vs. User Settings

User-related parameters can be defined in different placesin Cisco Unity ConnectionAdministration:

• Enterprise and service parameters on highest level

* General settings on system level

• User templates on midlevel

• User settings on low level

Inherit

Genera! SaHings

Inherit ICopy

The next level is general settings, which can modify system settings. A change on this levelaffects all entities immediately.

The usertemplates canoverride thegeneral settings fornewusers. A change in the usertemplate will notaffect existing devices because theparameters arecopied from the usertemplate during the creation ofthe new user.

On the user level, a configuration parameter overrides thegeneral settings. If, for example, amanager needs additional mailbox space forvoice messages, themailbox quota will bemodified on the user level for the manager only.

)2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-23

User Template BasicsThere are man; parameters to set for a user or to adjust the mailbox behavior with usertemplates.

User Template Basics

User template basics are the main component in a usercreation process:

Ufer.Templrte Basics.

he important user template sellings are the following:

i Name: The name is an alias, which isactually the name ofthe usertemplate, forexample,"manager." which is selected during the end-usercreation process. The namegeneration foruserscan also be selected, where the default is first name followed by the last name.

i Phone: fhe dial plan is set in the phone area, and indicates the partition to which the userbelongs and in which search space the usercan searchwhensendingmessages via thetelephone user interface (TUI). for example.Class of Sen icestands for the features the usercanaccess, forexample, using InternetMessage Access Protocol (IMAP) to receive voice messages or Cisco Unified PersonalCommunicator.

Ihe schedule is sel b; default to weekda;s. fhe schedule shouldbe changed to all hours,otherwise the mailbox will not answer calls in the evening hours or on the weekend.

i Location: The location is used to sel the language, which is important in a multinationaldeplov ment. fhe language is also important in a singlesite, wheredilTerent groupsmightonly expectcallers from certaincountries, likea hotlinenumber, forexample. The time/one must be set so that a user in New York or a user in San Jose will be informed aboutthe correct time when a message was left.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

Default Class of ServiceThe term "class ofservice" (CoS) can be misleading. CoS in this context has nothing to do withCoS inCisco Unified Communications Manager or in quality of service (QoS).

Default Class of Service

Class of service defines which feature can be used by CiscoUnity Connection users:

Ctass ot Service Name Recording Length

GrefiifngsUnatti

Unified Personal Communicator

Personal transfer Rules

Distribution Lists

Restriction TaBles

CoS describes which featurescan be used by the users. There are two default C'oS profiles:system and voice-mail user. The voice-mail user CoS supports the following by default:

Timers define recording times foruserswhoare assigned to the class of service. Defaultrecording times are: for the name, is30seconds; for thegreeting, 90seconds, and for thetotal message length. 300 seconds.

Usersare listed in the directory by default,so all users can be found when searching usersvia a director;' call handler.

Features that can be licensed arc disabled, for example, the ability to access voice mailusing an IMAP client, or Cisco Unity Inbox.

Other features, like Cisco Unified Personal Communicator or call transfer rules, are alsodisabled b; default because they could generate additional costsfor thecompany.

Alternate extensions can only be set by the administrator. Otherwise the feature could opena securitv hole within the Cisco Unified Communications solution.

Thenumber of private distribution listsandthe members perprivate distribution listcanbelimited.

Call Transfer for outgoing or transferred calls can be restricted.

© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-25

Password Settings and RolesIhe passwords use the previousl; described authentication rules; for example, a minimumcredential length of three anda trivial password can be allowed. With this authentication rule,the password can be setiorall new users to 12,1 The user must change the password at the nextlogin.

Password Settings and Roles

There are password settings for voice mail and theweb application:

» Use of authentication rules

• Password settings:

Locked by administrator

Cannotbe changed by user or must be changed at nextlogin

Do not expire

* Change the password

For example, password 123

Combined with change at next login• Roles

By default, no administrator role assigned

for securitv purposes, disable iheuse of trivial passwords and specify a minimum length offive digits forthe PIN. which is used for the TUI lo access voice messages. 'I'hc webapplication password is used lo access theCisco Unit; Connection User Options pages.

When calling the Cisco Unit; Connection svstem pilot number, the system might ask you for apassword, which is actuall; the PIN. for securit; reasons, do notenable the Does notexpirecheckbox. so passwords needto be changed on a regular basis.

Single password sign-in can be offered forthe webapplication vvhen a Lightweight DirectorvAccess Protocol (LDAP) integration with LDAP authentication to the Active Directorv serveris set up. 'fhe PIN cannot be set in the Active Directory. Therefore, the PIN must beadministered in the Cisco Unit; Connection Adminislration.

I ndcr roles, the user can he assigned to an administrator group, lor example, the useradminislrator. With the new accessrights, the usercan createnew users. Bydefault, usersdonot have a defined administrator role.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Transfer Rules and GreetingsThere are three predefined transfer rules. The standard rule is enabled without an end date, butthe standard transfer rule cannot be modified. The alternate rule might replace the standard rulewith an end date, for example. So between Christmas and the New Year, an alternative transferrule could be used instead ofthe standard transfer rule. Ifthe schedule for the user isset towcekdav s onlv. the closed rule isused onthe weekend and after business hours.

Transfer Rules and Greetings

Transfer rules are used to reach users:

• A standard rule is enabled, but it cannot be modified.

• With greetings, users can personalize their mailboxes.

- Errorgreeting plays ifthe caller enters invalid digits.

Users can individualize their greetings indifferent ways. Astandard greeting would be"JohnDoe isnotavailable." Thename John Doe isgenerated automatically from the display name byCisco Unity Connection. The alternate greeting isused for personalization ofthe voicemailbox. The closed greeting can beplayed on weekends, ifthe schedule isset toweekdays.The holiday greeting allows you tohave apersonalized greeting for callers, which isplayed ona holiday. In addition, three rarely used system greetings exist for busy (played when theextension isbus; ). error (played ifthe caller entered invalid digits), and internal (played tointernal users onl;).

The standard greeting is enabled by default. Other parameters to define are: what callers hearbefore, during, and after the greeting, or the option for callers toselect the language.

) 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-27

Call Actions

After the greeting, the caller can be offered various options to process Ihe active ca

al! Actions

After the greeting, thecaller can beoffered various call options:

fhe commonly used standard option is the call action to take a message. On the weekend orduring holiday s. the caller might be directed to another greeting or the call isended afterplaying a message.

A transfer to a call handler canalso beselected, likea system call handler, interview callhandler, and director; call handler, fhe call handler must already exist to be selected during theconfiguration.

With conv ersalion. the call can be sent to the broadcast orgreeting adminislrator. Amailboxcouldbe createdthat allowsexternal dial in. which allows the administrator to rerecordgreetings. This function could be useful on a day when there is bad weather. Theadministratorcan rerccord a grceiinglike -We are closed todaybecause of snow and ice." 'Ihe callercan betransferred to an euernal number, like the mobile number ofthe originally called user. Thecaller canalsobe offered an opportunity to sign in lo a mailbox with the IDand PIN.

lor example, directory numbers that are used by a team wilh a shared mailbox could forwardthe caller to another user mailbox if a called support plione number does not answer the call.

Intrcducing CiscoVoice and Unified Communications Administration (ICOMM] vB.O ©2010 Cisco Systems. Inc

Message Actions and Caller InputThe message settings can influence the TUI experience of a caller.

Message Actions and Caller In

Messages can be handled in different ways:

eaii Messages (ByGates);

A callerwho leaves a message can be allowed lo edit the message afterspeaking, or to rerecordthe message. Themessage can be marked with normal or urgent importance, or thecallercanbe asked to choosea messagepriority. This will have an impacton the messagenotification,because the user can choose to be notified for all or only urgent messages. After the message isleft bv the caller,the standard messageactionsare available (call actions, call handlerselection,conversation, user with mailbox).

The messageactioncan be selectedfor voice mail,email, or fax. 'fhe actionsto be selected areaccept, reject, or relay themessage. A relay address mustbe specified ifthe messages need tobe relayed.

Ifthe caller enters a digit duringthe announcement (that the called party is not available), anactioncan be specified per digit. Predefined actionsare specifiedfor the asterisk(*) forsign-inand for zero(0) for the operator. The otherdigits can be customized with the standardcallactions. Forexample, if a callerdials the digit 8, the caller is transferred to a helpdesk.

) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence

TUI Experience

I'hcTUI experience can be modified for the callerand for the Cisco Unitv Connection user.

TUi Experience

The TUI experience can be modified to meet userexpectations:

* Phone menu

Time format

Timers

Conversation volume and speed

• Playback settings

Message volume and speed

Counter for new and saved messages

Ray order for new and saved messages

Add caller information, extension, etc

In the Phone menu, ihe following parameters can be changed (the defaultappears inparentheses):

• Conversation volume from low to high (medium), conversation speed slow to fastest(normal).

• lime format (12 hours).

• Timers for entering digits, for example, how long to wait for the next digit when entering aname (3 seconds).

After the call, the call action can be selected.

for the pla;back of messages, ihe following parameters can be modified:

• Ihe volume and speed can be sel for phi; back ofthe messages.

• Counters can be announced for new messages, faxes, or emails.

• Counter announcement for saved messages can be enabled.

• The order of pla; ing new or saved messages can be set (urgent first, followed in orderbased on incoming time).

• F.nable the pla; back of information from the sender: extension, message number, lime ofsending the message, and so on.

• Confirm deletions of new and saved messages.

Introducing Cisco Voice and Unifed Communications Administration (ICOMM) v8 0 ) 2010 Cisco Systems, Inc.

Cisco Unity Connection End UsersThis topic describes the main Cisco Unity Connection user parameters and how auser accountcan be individualized.

End User Creation

Creating a new user requires some main parameters:

Ifthe user templates arepredefined, only some individual selections and settings need tobeconfigured when a new user iscreated. When creating a user, select theuser template, forexample, theemployee usertemplate. The individual parameters thatneed to beset arc aunique alias (ID), the first and last name, a mailbox store if more Cisco Unity Conneclionservers are set up. and the extension.

The alternate extension is not required but increases productivity and improves the userexperience. Setup. for example, themobile and home phone numbers as alternate extensions sothe usercan dial the Cisco Unity Connection pilot numberfrom these devicesand use thepersonal login, where only the PIN needs tobeentered. Ifa nondefined extension calls into theCisco Unit; Connection system, the standardopeninggreeting is playedby default.


Extensions and Call Forward OptionsThe figure shows two examples ofcallers reaching the Cisco Unity Connection system. Thedifference is which number Cisco Unity Conneclion reads out to connect to a mailbox or callhandler.

Extensions and Call Forward Options

Message flows to Cisco Unity Connection:• Internal and external directed calls use the calling number for identification

Forwarded calls use the forwarded number for identification.

A directed call is a call that is initiated b; an IP phone vvhen the Message button is pressed orwhena PSTN callerdials the Cisco Unity Connection system pilot number. In botheases, thecalling number is recognized and controls thecall fiow in theCisco Unity Connection system.Ifthe calling number is an extension, the mailbox answers thecall with a personal loginmessage and asks tor the PIN. Otherwise. the standard opening grceiing is played, which is thedefault forall PSTN callers. In order for the Cisco Unity Conneclion system to recogni/eexternal callers, an alternate extension can be configured, for example, the mobile phonenumber of the user.

A forwarded call occurswhenan internal or external callerdials forexample, the director;number 2001. but needs to speak lo someone on another extension. Call forward can beconfigured for all calls, for calls received vvhen an extension is busy, or when a call is notanswered, the call can be forwarded to voice mail. Other Call forward situations include a call

lo a device that is unregistered, where the call is forwarded lo the Cisco Unity Conneclionsvstem. "fhe forwarding number selects the mailbox ofthe user 2001. ifthe extension exists,and the caller can leave a message.

In Cisco Unified Communicalions Manager Adminislration. Call forward can be configured onthe directory number. Call forward All can be set by ihe user at ihe IP phone. In the CiscoUnified Communications Manager User Options pages, the user can set Call forward fordifferent cases, for example. Call forward Bus; or Call forward No Answer to voice mail.


Voice Messaging with SRST and AARWhen the WAN is available, calls use the WAN and send the internal directory number. CiscoUnity Connection recognizes the extension and the personal login is offered to the caller.

Voice Messaging with SRST and AAR

Scenarios for additional alternate numbers are:* Ifthe WAN is busy or not available• If AAR andSRST are rerouting thecalls overthe PSTN andare sending

the E.164 number as the calling number

Cisco Uriif ed

Communicalions Manager

Ifthe WAN goes down or is busy (as identified by Call Admission Control [CAC|). calls arererouted over the public switched telephone network (PSTN) automatically. The SurvivableRemote Site Telephony (SRST) router takes over the call processing function when the WANis down.

for calls toCisco Unity Connection, a rerouting over the PSIN isrequired, and the SRSTrouter sends the call with the complete B. 164 number asthe calling number; for example.14085552001. By default, this number isnot an extension in the Cisco Unity Connectionsvstem. The number 14085552001 with the extension 2001 needs to beconfigured as analternate extension for the user.

IftheWAN is busy, automated alternate routing (AAR) also reroutes the call over the PSTN.Depending on the configuration, the calling orforwarded number can be sent as the completeE. 164 number. Again, this complete P.. 164 number must be configured as an alternate extensionfor the Cisco Unity Connection userto reach the mailbox.

© 2010 Cisco Systems. Inc Enablementof Cisco Unity Connection and Cisco Unified Presence 6-33

Voice Mailbox

During the user creation process, the Cisco Unity Connection adminislrator can enable ordisable the self-enrollment feature for the voice mailbox ofa new user.

Voice Mailbox

A new voice mailbox needs a first initialization:* Can be done or disabled by the administrator

• Orcan bedoneby the end userduring first login

Ihe user can decide to list their profile in the Cisco Unity Connection directory. Ifacallerselects lo dial h; name, the director; call handler will search in the directory list for directorylist-enabled users.

fhe voice name can be rerecorded. B; default. Cisco Unity Connection generates the namefrom the displa; name: for example. John Doe. When John Doe is nol available. Cisco Unit;connection announces that John Doe isnot available instead ofusing the extension number'2001.

finallv. the greeting can he changed from the standard greeting to an alternate personalizedgreeting.

IntroduangCiscoVoice and Unified Communicalions Administration (ICOMM) v8 0 ©2010 Cisco Systems Inc

Private Distribution ListsSvstem distribution lists can beused by all users inCisco Unity Connection. Privatedistribution lists arc created by the user (or administrator) and therefore only the user canmanage anduse private distribution lists.

Private Distribution Lists

In addition to system distribution list, the user can createprivate distribution lists:• Asales managerhas three teams: voice, security, and network and

wants to manage them all or individually.

Voice

Security

Network

Forexample, a sales manager is responsible for theteams: voice, security, and network. Todistributenews and information to each team, threeprivatedistribution lists are created. Tomanage all three groups at the same time, one private distribution list can becreated, forexample. All Lists, which can include thethree private distribution lists for voice, security, andnetwork. A message can therefore bedistributed to the members of all three groups (voice,security,and network) by usingthe All Lists distribution list.

© 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-35

Notification Devices

5-36

Standard notification on Cisco Unit; Connection is by default the MWI on the IP phone, formobile users, additional notifications canhe sel up.

Notifications Devices

Users can be notified if new messages are left:• Restnction tables define the calling rights

- Notifications calls ask for a PIN

MWI

Pager

Email

Notification dev ices are phones, pagers, or email addresses. Up to three phone devices canbedefined per Cisco Unit; Connection user. As soon as a voice message is left for the user, theCisco Unity Connection can call the mobile number ofthe user for whom the caller left themessage. When answering the phone. Cisco Unity Connection informs the user about newvoice messages and asks the user lo enter the PIN,

An email with the message can be send lo any email address. On the other hand, ifthe end userlistens to the message sent via email, the Message WaitingIndicator (MWI)cannothes;nehroni/ed with the IPphone. With IMAP clients, however, the MWI is synchronized afterlistening to the message.

Notification devices are. in general, enabled via the user templates, but the user (oradministrator) needs lo configure the notification deviceaddresses, forexample, the mobilephone numberor an external email address ofthe user. To disallow callingto internationalnumbers, set up the restriction tabic to block cost-intensive calls.This is doneon a systemlevel.

Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

User Creation OptionsThe figure shows the different ways to add users to the Cisco Unity Connection system.

User Creation Options

Cisco Unity Connection users can be implemented invarious ways:

Cisco Unity Connection

Single ornew users can bemanually configured very quickly via user templates. Ifseveralusers need to be created, the users can be added in bulk from a *.csv file, or the users can beimported from anActive Directory or Cisco Unified Communications Manager server.

Users can also be migrated and imported. The Consolidated Object Backup and RestoreApplication Suite (COBRAS) tool helps administrators tomigrate users from aCisco Unitysystem toa Cisco Unity Connection system. The users can beimported with orwithout theirmessages.


Cisco Unity Connection Voice MailboxesI'his topicdescribes the voicemailbox parameter of a user.

Mailbox Stores and Membership

Voice mailboxes belong to a user• A voice mailbox needs a storage device

• The database is shared between both Cisco Unity Connectionservers

Active-ActiveC •sa; U'iily

MLSSJ(i:iHj i>j

A voice mailbox belongs to a user. To store the incoming voice messages, a message store on aCisco Unitv Connection server must be selected.


Message Aging Policy and Mailbox QuotasThe message aging policy and mailbox quotas can be defined on the system level, in the usertemplates, or on the user level.

Message Aging Policy and MaMbox Quotas

The main parameters of a voice mailbox are:• Message aging options:

- Move saved messages

- Delete deleted messages

• Mailbox quotas:

- Warning quota

- Send quota

Send/receive quota

To prevent the hard disk where the voice messages arestored from filling up, aging rules canbe configured inCisco Unity Connection to automate thedeletion of messages. Messages thathave been read can be moved to the Deleted Items folder after a specified number of days(disabled by default). Messages can bepermanently deleted in theDeleted Items folder after anumber of days (15 by default).

The mailbox quotas warn the userthatthe mailbox is reaching the maximum size(12 MB by-default) allowed. Mailbox quotascan also preventthe user from sending any more voicemessages (13 MBbydefault) or prevent the user from sending or receiving anymore voicemessages (14 MB by default).

Thedefault warning quota is 12 MB. This translates to approximately 200minutes of recordingwith the G.729 codec,and approximately 25 minutesof recording wilh the G.711 codec.

© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Conneclion and Cisco Unified Presence

SummaryIInstopicsummarizes the kc\ points that were discussed in this lesson.

Summary

User templates in Cisco Unity Connection are supporting theadministrator to predefine parameters for a group of usersThe user templates apply only to newly created users.

The user configuration relies on the user template, but theuser parameters take precedence over the user templateparameters. Individualization takes place on the user level.

Message aging policiesclean the mailboxes automatically.Mailbox quotas warn users to clean mailboxes when toomany messages are stored.

fhe lesson explains the concept of user templates, end users, and voice mailboxes in CiscoUnitv Connection.

References

for additional infomiation. refer to this resource:

• CiscoS; stems. ( ser .Moves. Adds, andChanges Guide for Cisco I:nity Connection Release8.x. San Jose. California. 1'ebniar; 2010.http:.' 'www.cisco.com.'en'US/does/voiccip eomni/conneclion/8x/user_ mac/guide/8xcucmacx.html.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Lesson 3

Understanding End User andVoice Mailbox ImplementationOptions

OverviewThis lesson describes how toconfigure the user templates and how tocreate users manually inCisco Unity Connection. In addition, the import mechanism for users in Cisco UnifiedCommunications Manager ora Lightweight Directory Access Protocol (LDAP) director;' isexplained. Finally, management ofvoice mailboxes isdescribed.

ObjectivesUpon completing this lesson, you will be able to configure user templates, users, import users,and manage the message store. This ability includes being able tomeet these objectives:

• Configure Cisco Unity Connection end usertemplates

• Configure Cisco Unity Connection end users

• Import end users into CiscoUnity Connection

• Manage Cisco Unity Connection message storage

Configuring Cisco Unity Connection End UserTemplates

fhis topic describes how to configure the user templates in Cisco Unity Connection.

Steps for User Template Configuration

Modify existing or create a new user template:• User template basics

* Passwords

• Roles

• Message settings and actions

• Phone menu

• Playback message settings• Greetings

' Notification devices

!he Cisco 1 nit; Connection user template isdiv ided into the user template basics andadditional parameters. In this lesson, only the most common parameters arepresented:

• Set the password and PIN

• Assign adminislrator access rights

• Message settings and actions

• Modifv the telephone user interface (1 UI) experience

• l.nable message notification on different dev ices

Other parameters, which aremainly used indefault mode, arethe following:

• Message Actions: The default message action is for voice mail, email, and fax to acceptmessages. No relav addresses are specified.

• Transfer Rules: Lnabled bv default and plavs this prompt: "Wait while I transfer yourcall."

• Caller Input: Pressing the asterisk (*)sends the caller to the sign-in menu, the pound sign(#)skips the greeting, and0 sends thecaller to theoperator. All otherkeys arc ignored.

• Mailbox settings: 'fhese settings are set preferably on a system level for all users; lot-example, allow setting of mailbox quotas.

• Send Message Settings: Broadcasting is disabled. Message addressing andsendingparameters that are set. for example, the order for spelling a name: last name first.

• Greetings: 1hestandard is thesystem default greeting ("John Doe is notavailable, pleaseleavea message") with the call action to take a message.

Introduang Cisco Voice ana Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc

User Template BasicsThe user template basics are actually the core ofthe user template configuration.

User Template Basics

Navigate to Templates > User Templates.- Verify that partition and search space are set correctly.• Set the active schedule to all hours.

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Modify the existing voice-mail user template basics:• Displav Name Generation: Select the format for displaying the names of new users who

are associated with this template: First Name, Then Cast Name (for example. John Doe) orLast Name. Then First Name (for example. Doe, John)

• Outgoing Fax Sener: Click the applicable fax server for the user, ifany.• Partition- Select the partition to which the object belongs. Partitions are grouped into

search spaces, which are used to define the scope of objects (for example, users and _distribution lists) that auser or outside caller can reach while interacting with Cisco UnityConnection. Most objects can belong to only one partition; the except.on .s users, who canhave their primary extension in one partition and alternate extensions in other partitions. Apartition can belong to more than one search space.

• Search Scope: Select asearch space toapply tothe user account.• Phone System: Select the phone system that the template uses. In most cases, only one

phone system is configured.• Class ofSenice: Select the class ofservice to which the user should be assigned. The class

ofserv ice controls many user settings and makes features available.• Active Schedule: Select aschedule from the list to specify the days and times that the

standard and closed greetings play, as well as the action that Cisco Unity Connection takesafter the greeting. The active schedule is set to Weekdays by default. Set it to All Hours, socallers can leave a message at any time.

) 2010 Cisco Systems, Inc.Enablementof Cisco Unity Connection and Cisco Unified Presence 6-43

Set for Self-tnrollment a. Next Login: Cheek this check box so that the user is asked a.k , ext ogin to record aname and astandard greeting, to set apassword, and to choose

whether to be listed in the director;. When the user has enrolled, the check box isunchecked automatically. This setting is most commonly used for new users.List in Directorv: Check this check box lo list the user in the directorv. which outsidecallers can use to reach users.

6-44 Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8.0©2010Cisco Systems, Inc.

User Template Basics (Cont.)

Set the location-specific settings.• For a multinational or multitimezone deployment, adjust the

time zone and language settings.

• The language settingscan be set on a system level or can,forexample,be set on a call handler, which passes thesettings to the following objects inthe callflow.

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Modify the existingvoice-mail user template basics:

• Time Zone: Select the desired time zone for the user, or check the Use System DefaultTime /one cheek box. The default time zone is the time zone that is set on the Cisco UnityConnection server. Change thissetting onlyfor those users whoare located in a diITerenttime/one than theCisco Unity Connection server. Theusertimezonesetting is used for:

— Message Received Time: When a user listens tomessages byphone, Cisco UnityConnection announces the time that a messagewas received by usingthe local timethat is specified for the user.

— Message Notification Schedule: Theschedule that is displayed on the usermessagenotification pagesand in the Cisco UnityAssistantuses the local time that isspecified for theuser. Note thateven ifthe time zone setting for a user changes, thetime /one setting on theCiscoUnity Connection server is used to determine whenstandard and closed greetings are played for callers.

• Language: Select the language inwhich theCisco Unity Connection conversation pla;sinstructions to users. Select Use System Default Language or selecta language from thelist. This setting does notapply to thevoice-recognition conversation. Thelanguage settingfor users also controls the language that is used for text-to-speech (TTS).

i 2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence

Password SettingsThe password settings can beset for the password and PIN ofa Cisco Unity Connection user

Password Settings

• The voice mail password is actually the PIN.

• TheWebapplication password is for the user options pages.• The authentication rules are set on a system level.

The password settings are the following:

• Choose Password: Select one ofthe following passwords:

— Voice Mail: Io changethe settings that are associated with the voice-mail passwordof a user.

— Web Application: To change the settings thai are associated with the webapplication password of a user. If Cisco Unity Connection is integrated with anI DAP director;, and if I DAP authentication is configured, the web applicationpassword must be changed in the I.DAP directory.

• Locked b> Administrator: Cheek this check box to prevent a user from accessingCisco Unit; Connection.

• l ser Cannot Change: Check this check box to prevent the user from changing thepassword. I se of this setting is most applicable for accounts that can be accessed by morethan one person. When selecting this check box. also check the Does Not Kxpirc checkbox.

• User Must Change at Next Login: Check this check box for temporary passwords. I heuser must set a new password the next time the user logs in lo Cisco Unity Connection. Tohelp protect the accounts from unauthorized access and toll fraud, encourage users tospecif; long passwords that include eight or more digits, and nontrivial passwords. You canalso use the settings on the l:dil Authentication Rule page to require them to specify longand nontrivial passwords.

Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 ©2010Cisco Systems. Inc

Does Not Kxpire: Check this check box to prevent Cisco Unity Connection fromprompting the user to change passwords. Use ofthis check box is most applicable for low-security users orfor accounts lhat can be accessed by more than one person. When thischeck box is checked, the useris still able lo change passwords at anytime. When thischeck box isnot checked, the password expiration is controlled bythe Credential ExpiresAfter field, which is set by the selected authentication rule.

Authentication Rule: Select the authentication policy lo apply lo the selected userpassword settings.

) 2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-47

Administrator Roles

Assign an; administrator role to the Cisco Unilv Connection user.

Administrator Roles

By default, no roles are assigned to templates.

Ifa user becomes an administrator forany configuration-specific task, select a role.

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Assigning adininistralor roles should be done ou a user level because not manv individuals willhave administrator access rights. Select from the following predefined roles:

Audio I e\t Administrator

Greeting Administrator

Help Desk Administrator

Remote Administrator

Mailbox Access Delegate Account

Svstem Adminislrator

Technician

User Administrator

Introdudng Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Message SettingsSet the message settings parameters for the Cisco Unity Connection user template.

Message Settings

• Set message length.

• Set message marking.

• Set after message action.

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The main message settings are the following:

• Maximum Message Length: Set the recording length in secondsallowed for messagesthatare leftby callers. Themessage length is set bydefault to 300seconds. Users maywant to limit the lengthof messages from callers. Somedepartments, such as CustomerSen ice. may want to permit much longer messages.

• CallersCan Edit Messages: Check this check boxto allowcallers lo be prompted to listento. add to. rerccord, or delete their messages. Try to providebalancebetween givingcallersthe additional controlof editingmessages, havingvoicemessaging, ports that are tied upfor additional time.

• Language That Callers Hear: Select the language inwhich system prompts areplayed tocallers. The language settingaffectssystemprompts,such as "You may recordyourmessage at the tone." Select from the following options:

— I'se System Default Language: Cisco Unity Connection plays the system promptsin the system default language.

— Inherit Language from Caller: Cisco Unity Connection determines the language touse forsystem prompts on a per-call basis, depending on the language that is set bythe handler or the routing rule that processed the call.

• Unidentified Callers Message Urgency: Indicate the action that Cisco Unity Connectionallows when a message has been left by a caller:

— Mark Normal: Messages that are Icll by callers are never marked urgent.

Mark Urgent: All messages lhat arc left by callers are marked urgent. This may beuseful for Sales or Technical Support calls.

— Ask Callers: Cisco Unity Connection asks callers whether lo mark their messagesas urgent. This setting affects the message notification feature.

) 2010 Cisco Systems. Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-49

Select the action after the message isplayed. By default. Ihe call handler goodbye isset.which ends the call with a message. Othercall actionscan be takenor the call can be sentto anv call handler or anv user with a mailbox.

6-50 Introdudng Cisco Voice and Unified Communications Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Phone Menu

The phone menu that isavailable for users when calling in to the Cisco Unity Connectionsvstem can be modified.

Phone Menu

• Select the conversation speed and volume.

* Select the time format.

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Ihe main phonemenu settingsare the following:

• louchtone Conversation Menu Style: Chooseone ofthe following options for userswhen they use a touch-tone conversation. Note thatthevoice-recognition conversation doesnot offer full and brief menu styles.

— Full: Usershear comprehensive instructions; select this option for a new user.

— Brief: Users hear abbreviated versions ofthe full menus; select this option for amore experienced user.

• Conversation Volume: Select the volume level at which users hear the Cisco UnityConnection conversation: Low. Medium, or High. Users can also adjust the volumetemporarily from their phones.

• Conversation Speed: Select the speed at whichCisco UnityConnection playsprompts tousers: Slow. Normal. Fast, or Fastest.

• Time Format: The time format that Cisco Unity Connection uses to play time stampswhen users listen lo their messages by phone indicates:

— 12-Hour Clock: The default. Users hear message time stamps in a 12-hour clockformal. Forexample, usershear " 1:00p.m." whenlisteningto the time stamp for amessage that was left at 1:00 p.m.

— 24-Hour Clock: Users hear message time stamps in a 24-hour clock format. Forexample, users hear"1300" when listening to the time stamp fora messagethat wasleft at 1:00 p.m.

© 2010 Cisco Systems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-51

Use Voice Recognition Input Style: Check this check box when Ihe user prefers to usevoice recognition as the primarv wav lo interact with Cisco Unity Connection by phone.When this check box ischecked, the Touchtone Conversation setting is used only as abackup when the voice-recognition services are unavailable.

Touchtone Conversation Style: Selecl the'louchtone Conversation stylethatusers hearwhen the; listen to and manage their messages b\ phone. Selecteither full or brief menustyle with each conversation sty Ic.

Enable Message Locator: Check the Finding Messages with Message Locatorcheckbox to allow users to find voice messages from other users and from unidentified callerswhen the; check messages b; phone. When this cheek box ischecked, users arepromptedto find messages from the Main menu in the Cisco Unity Connection conversation. Userscan use the Message Locator feature to search their new and saved messages for messagesfrom a particularuser,extension, or phonenumber(Automatic Number Identification[ANI | or caller II) infomiation).

Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems. Inc

Playback Message SettingsModify the playback message settings to improve the TUI experience.

Playback MessageSettings

• Set playbackoptions.. Define the message play order for new and saved messages.• Select the information played with each message.

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The main plavback message settings are the following:. Message Volume: Select the volume level at which Cisco Unity Connection plays the

bodv of" user messages and recorded introductions for fax messages when users play theirmessages by phone: Low. Medium, or High.

• Mess.ee Speed: Select the speed at which Cisco Unity Connection plays the body of usermessages and recorded introductions for fax messages when users play their messages byphone: Slow. Normal. Fast, orFastest.

. For New Messages, Plav: Check the following check boxes, as applicable, to haveCisco Unity Connection announce message count totals for messages that are marked asnew:

-_ Message Count Totals: When this check box is checked, Cisco Unity Connectionannounces the total number of messages that are marked as new, tnclud.ng voice,email, and fax messages.

- Email Message Count: When this check box is checked, Cisco Unity Connectionannounces the total number of email messages.

- Lax Message Count: When this check box is checked. Cisco Unity Connectionannounces the total numberof fax messages.

- Receipt Message Count: When this check box is checked. Cisco Unity Connectionannounces the total number of received messages.

. For Saved Messages, Play: Check the Saved Message Count check box to haveCisco Unitv Connection announce the total number of messages that have been saved.

>2010 Cisco Systems. IncEnablement ofCisco Unity Connection andCisco Unified Presence 6-53

6-54

^ 7 >'—ge Play: Check the Message Type menu check box so thatC.sco Unit; Connection plays Ihc following menu when users log on to Cisco UnitvConnects b> phone: "Pnrss 1to hear voice messages, press 2to hear cm: " p" , loheai taxes, and press 4 to hear receipts."

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- Soil by Message Type: Select amessage type and reorder the list of message tvpesNote that although the email and fax options are available in the Message Tvpe' '"menu. Cisco Unit; Connection plays emails and faxes only when the user is"assigned to aclass of service that has the Access to Hmail in Third-Partv Messa-e.ores and Iax leatures enabled, for fax messages. Cisco Unity Connection plafs

only the message properties {the sender, date, and time).

- Ihen By: Select Newest First or Oldest First to specify ihc order in which CiscoIn,.; (on.iect.on pla; snew or saved messages. Note that urgent messages arealwa; splayed before regular messages for each message.

Before Playing Kach Message, Play: Cheek the following check boxes, as applicable:-- Sender's Information: Check this check box so that Cisco Unitv Connection plavs

caller information about amessage sender before piaving the message Theinfomiation that is pla; ed depends on how Cisco Unity Connection is set up livdefault. Cisco Unity Conneclion plays the following information when Ihe Sender'snformation check box is checked: 1or messages left by an identified user Cisco 'Inil; Connection plavs the recorded name ofthe user. Ifthe user does not have arecorded name. Cisco Unity Connection plays the primarv extension that isassociated w,th the user instead. For messages left by an unidentified caller CiscoI nit; Connection does not provide the phone number (ANI or caller ID)information before pla; ing the message.

Include ^tension: Use with the Sender's Infomiation check box. Check this checkbox to hav eCisco I'mtv Connection include the extension of (he user who led themessage, maddition to the recorded name, before playing (he message.

- Message Number: Check this check box to have Cisco Unity Connection announcethe sequential number of amessage ("Message one ...") before playing the message.

- Time the Message Was Sent: Cheek (his cheek box to have Cisco UnityConnection announce ihc time that the message was recorded by die caller.

- Sender's AM: Ior messages lefl by an unidentified caller, check this check box lohav e( isco Unit; Connection prov ide the phone number (ANI or caller ID)infomiation before pla; ing the message.

- Message Duration: Check this check box to have Cisco Unity Connectionannounce the duration ofthe message that was recorded bv the caller.

Introducing Cisco Voice and Unified Communicalions Administration (ICOMM) V8 0 ©2010 Cisco Systems, Inc.

Message NotificationEnable messagenotification for phones,email, or pagers.

Message Notification

• Select the message notification devices.

• Set the phone number, preferably on the user level.

The main message notifications settings arc the following:

• Enabled: Cheek this check box to enable the notification device.

• Delay Before First Notification Attempt: Specify the delay in minutes from the time amessage is received until the notification triggers ifthe message matches the criteria that isselected in the Notification Rule Events field. Notifications can be sent to different devices

at regular intervals, such as 15 minutes, to achieve a cascading message notification effect.Ifthe dela; time extends the notification to a time when the device schedule is no longeractive, the notification does not take place until the schedule becomes active again as longas the message is still new. Enter a value between 0 and 99 minutes, where the defaultsetting is 0 minutes.

• Repeat Notification if There Are Still New Messages: Check this check box so thatCisco Unity Connection repeats notifications to a user as long as the user has one or morenew messages. Also enter a notification interval in the Notification Repeat Interval field.If additional new messages come in during the interval. Cisco Unity Connection combinesnotification for these messages with the original notification, and sends a single notificationat the end ofthe interval, provided there are still new messages in the user mailbox at thattime. Use this setting if users want to receive a single "batch" notification for all newmessages that repeats periodically until they check their messages.

• Notification Rule Events: Check the following check boxes, as applicable, to haveCisco Unity Connection send a notification to this device when new messages are received:

— All Messages: Cisco Unity Connection sends a notification to this device when anynew message is received, including dispatch and other voice messages, and faxmessages. Check the Urgent Only check box to have Cisco Unity Connection sendthe notification only ifthe new message is marked urgent.

— Dispatch Messages

© 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence

— All Voice Messages

Fav Messages

— Calendar Appointments

Calendar Meetings

Phone Number: l.nter the phonenumber(preferably on the user level), including the trunkaccesscodeofthe selected dev ice. Usedigits 0 through 9 and the following dialingcharacters in the phone number:

\ comma (.) lo insert a one-second pause

fhe pound sign {#) and the asterisk (*) lo correspond to the ft and * keys on thephone.

6-56 Introducing Cisco Voice and Unified Communications Administration (ICOMM} \/8 0 ©2010 Cisco Systems, Inc

Configuring Cisco Unity Connection End Users(his topic describes how to add end users manually.

Steps for User Configuration

Navigate to Users > Users and create a new user:• Add the alias and first and last name.

* Add the extension ofthe user.

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Createa new user in Cisco Unity Connection. The mainsettingsfor a new Cisco UnityConnection user are the following:

• User Type: Selectthe user type from the drop-down box, UserWith Mailbox or UserWithout Mailbox.

• Based on Template: Selectthe previously configured or modifieduser template.

• Alias: A unique text name for the user.

• First Name and Last Name: Adding the first and last name generates the display nameautomatically. Thevoice-recognition conversation may have trouble recognizing displaynames that contain special characters and diacritical marks. When a user, contact, ordistribution list does not have a recorded name, Cisco Unity Connection tries to play thedisplay name or the concatenated first and last names.

• Mailbox Store: Select the mailbox store in which the mailbox for the user was created.

• Extension: Enter the extension that the phone system uses to connect to the user.

• Outgoing Fax Number: Enterthe phonenumberofthe fax machineto which the usersends faxes for printing.

) 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence f>-57

User and User Template VerificationWhen adding a new Cisco Unity Conneclion user via a user template, verify that the settingswere copied over, forexample, ifthe standard schedule was changed, the new user should showthe new schedule settiim.

User and User Template Verification

When adding a new user:• Select the user template.

' Verify that the settings were copied to the new user; forexample, the active schedule, class of service, etc.

• When you press the Messaging button, self-enrollment startsor the system asks for a PIN.

Individualizing user settings:* Alternate extensions or names.

* Private distribution lists.

* External service accounts can be used.

To vcril; the new Cisco Unit; Connection user account, press the Messaging button on the IPphone, fhe self-enrollment will start if it has been enabled, or Cisco Unity Connection will askfor a PIN.

Indiv iduali/e the Cisco Unit; Connection user account:

• An alternate extension and alternate name can be sel.

• A private distribution list can be configured, but ibis configuration should be done by theuser,

a External serv ice accounts can be added including Microsoft Exchange 2007 and CiscoUnified MeetingPlace.

Intrcducing Cisco Voice and Unifed Communications Adminislration (ICOMM) v8 0 >2Q10 Cisco Systems. Inc

Alternate Extensions and Names

This section describes how toconfigure alternate numbers and alternate names for Cisco UnityConnection users.

Alternate Extensions and Names

* Specify the phone type the phone number.

• Select the partitionwhere the number belongs to.Administrator Defined Alternate Extension

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Configure an alternate extension fora Cisco Unity Connection userby completing thefollowing:

• Phone Type: Selectthe type of phonefrom the drop-down list.

• Display Name: Entera descriptive name for the alternate extension.

• Phone Number: Enter a unique phone number for the alternate extension. Alternateextensions can be used for various reasons, such as processing multiple line appearances onuser phones(mobilenumber,assistanthandling voicemail ofthe manager, and so on).Alternate extensions can makecallingCisco UnityConneclion from an alternate device,such as a mobilephone,a homephone,or a phoneat anotherwork site, moreconvenient.Cisco Unity Connection processes all calls from the alternate numberin the same way thatit processes callsfrom a primary extension, if ANI or callerID is passed alongto CiscoUnity Connection from the phonesystem. This meansthat Cisco UnityConnectionassociates the alternate phone number with the user account, and when a call comes fromthat number. Cisco Unity Connection prompts the user lo enter a password and sign in.When entering characters in the Phone Number field, consider the following:

— Enter an extension up to 40 characters in length. Session Initiation Protocol (SIP)integrations can use up to 40 alphanumeric characters.

— Each extension must be unique within the partition.

— For SIP integrations, a valid alias for a SIP URL can be entered. For example, iftheURL is SlPjdoecrcisco.com. enter jdoe. Spaces arc not allowed.

Configure an alternate name for a Cisco Unity Connection user:

• First Name and Last Name: Add a first and last name for the alternate name.

© 2010 Cisco Systems. Inc Enablement of Cisco Unity Connection and Cisco Unified Presence 6-59

Private Distribution List

Private distribution lists should beconfigured by the individual Cisco Unity Connection user.

Private Distribution List

Create a private distribution list:• Done via Cisco Personal Communications Assistant

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fo configure private distribution lists in Cisco Unity Connection Administration, the CiscoPersonal Communications Assistant (Cisco Unity Connection user option pages) opens loggedin as the relevant user.

Users can use private distribution lists to create their own groups of voice message recipients.When addressing a voice message to one ofthe private distribution lists, all members ofthe listreceive the message. Cisco Unit; Connection provides several private distribution lists for usersto personalize.

Only the user (owner) can send voice messages lo private distribution lists, fhe user can do soby phone using the kevpad or voice commands, or in Ihe Cisco Unity Inbox web tool. The usercannot send messages to the distribution lists using an email program.

To add a new priv ate distribution list, in Ihe example in the figure, Sales:

• Enter a name for the list and optionall; an alternate name. Record the name that you havechosen or Cisco Unit; Conneclion will use ihe name for announcements.

• Select the private list members, for example. David tire; and Michael Black.

Introducing Cisco Voice and Unified Communications Adminislration (ICOMM] v8 0 ©2010 Cisco Systems, Inc.

Importing End Users into Cisco Unity Connectionfhis topic describes how to import users into Cisco Unity Connection from Cisco UnifiedCommunications Manager and an LDAP directory.

Import Users from Cisco UnifiedCommunications Manager

• On Cisco Unity Connection, activate the service:

Service Ntme

Cisco AXL Web So

Set up a Cisco Unified Communications Manager AXLserverin Cisco Unity Connection:

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Before importing users from Cisco Unified Communications Manager intoCisco UnityConnection, enable theCiscoAXL Web Serviceon CiscoUnity Connection andCiscoUnified Communications Manager.

InCisco Unity Connection, set up a Cisco Unified Communications Manager AdministrativeXML (AXL) server under the Phone System, which contains the Cisco UnifiedCommunications Manager:

• IPAddress: Enter theIPaddress (orhostname) of theAXL server towhich Cisco UnityConnection connects.

• Port: Hnter the AXL server portto which Cisco Unity Connection connects. This settingmustmatch the portthat theAXL server uses. If a non-Secure Sockets Layer (SSI.) port isentered (typically port 80 or 8080). select a non-SSL version in the Cisco UnifiedCommunications Manager Version field. Ifan SSL-enabled port isentered (typically port443 or port 8443). select an SSL-enabled version in the Cisco Unified CommunicationsManager Version field.

• I ser Name and Password: Enter the usemame and password thatCisco Unity Connectionuses to log on lo the AXL server.

To test the connection, click Test. Amessage should be displayed, for example: "'lest messagesuccessfully sent to AXL server 10.1.5.2:443."

©2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-61

Import UsersOn Cisco Unit; Connection, navigate to Users > Import Users:

Import Users

Navigate to Users > Import Users;• Select users to import or import all users found.

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To find Cisco Unified Communications Manager Users, select the type of user to import.

• In a coresident configuration, the users are imported from the default switch.

• In a stand-alone configuration, select the Cisco Unified Communicalions Manager serverwith the applicable user accounts. OnlyCisco Unified Communications Manager serversfor which an AXL server is configured appear in the list.

• Seleclthe user template on which to base the new useraccounts. The template afiects mostuser settings, for importing Cisco Unified Communicalions Manager users, only templatesfor users with voice mail appear in the list.

When making changes for the end user in Cisco Unified Communications Manager, forexample a name change, navigate to Users >Synch Users. Select the relevant users andsvnehroni/e them. After the svnchronization. the changes will be reflected under Users >Users.

Introducing CiscoVoice and Unified Communications Adminislralion (ICOMM) v80 © 2010 Cisco Systems, Inc.

Import Users from LDAP

Import Users from LDAP

On Cisco Unity Connection, activate the service:

Service Name

Cisco DifS,nc

Configure LDAP setup:• Select the LDAP server type.• Select the user attribute for LDAP integration.

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LO= fttt-ibute for User ID iAMiccourlNairie

Configure the following to set up the LDAP system:- Fnab.e Synchronizing from LDAP Server: Check this check box so th*^ Cisco Unity

Conneclion gets basic information on Cisco Unity Connection users from the IDAdir clones that are specified on the LDAP Directory page. Data is synchromze ody forthe Cisco Unitv Connection users that are created by importing users Irom the LDAPdirector^ Cisco Unity Connection does not automatically create new Cisco UnityConneclion users when new users are added to the LDAP d.rectory.When LDAP svnchronization is enabled. Cisco Unity Connection user data for the Iileldsh^ were imported from the LDAP director; cannot be changed. Change data in the LDAP, o" and do one ofthe following to update the data in Cisco Unity Connection

M^ualiy .synchronize Cisco Unity Connection data with LDAP da ai by using thePerform Full Svnc Now button on the LDAP D.rectory page. Or, ifautomaticreunionLtion is configured on the LDAP Directory page, wait for the next automaticresvnchronizalion to occur.

. LDAP Server Type: Choose the type of LDAP server from which Cisco Unity Connectiongets the userdata.

. ID\P Attribute for User ID: For LDAP users whose data is imported into Cisco UnityConnection, choose the field in the LDAP directory that should appear in, tfc£h» ffckhnCisco Unitv Connection. The field must have avalue for every user in the I.DAP directory.In^ addUiom cverv value for that field must be unique. LDAP users who do not have avalueinthe field are not imported into Cisco Unity Connection.

)2010 Cisco Systems, Inc.Enablement ofCisco Unity Connection and Cisco Unified Presence 6-63

3-64

LDAP Directory

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Navigate to LDAP >LDAP Directory Configuration:* Enter the LDAP directory information." Set thesynchronization schedule.

• Dim lory SvULhroiiiiation Schedule —

Configure the LDAP director; settings:

• LDAP Configuration Name: Filter aname for the LDAP configuration. If several IDM'configurations with different LDAP user search bases are added enter aname thatidentifies the users in the current search base.

" !DAP cu!erSert,D|S!inSUiShe<' ^r'- '-mLT t!'C narac °r;m """inistrator account in theLDAP ? n Mw-' dam in lhc iDA,> user-wareh base thal is nified - theLDAI Us rSearch Base held. Cisco Unity Connection uses this account to synchronizeCisco Unit; Connection data with LDAP data.

• LDAP Password: Fn.er the password for the account lhat is specified in the LDAPManager Distinguished Name field.

' J!!' \T Sn?b BT: n"lCr ,hC l0Ca'i0n in thc L,>AI' director>'t,)al «»««nS the userdata that should be synchronized wilh Cisco Unity Conneclion user data.

widi cIscoTnuT ",C VDAP diT°°'that C°ntainS thG L'Serdlitii lhal should h* synchronizedor hi *• °- L'"'r ^ ClS™ l'nity <-'«""«*»" Sports all users into the treeor .subtree (domain or organizational unit) that is specified by the search base. ACisco UnilvConnection server or cluster can only import LDAP data from subtrees with the same directorvroot, for example, from the same Activ e Director;' forest.

Introducing Cisco Voice and Unified Communications Administration (ICOMM] v8 0©2010 Cisco Systems, Inc

The s; nchronization can be done once or on a regularbasis:

• Perform Sync Just Once: Check this check box to resynchronize user data in theCisco Unity Connection database with user data in the LDAP directory one time, ratherthan at regular intervals.

If Cisco Unity Connection usershave already beencreated from LDAPdata, thisresynchronization imports updated LDAP data fortheexisting Cisco Unity Connectionusers. Ilovvev er. if new usershavebeen addedto the LDAP directory, thisresynchronization does notcreate new Cisco Unity Connection users. Manually create new-Cisco Unity Connection usersby importing them.

• Perform a Re-sync Every<Intervat>: Toresynchronize user data in the Cisco UnityConnection dalabase with user data inthe LDAP directory at regular intervals, specify thefrequency with which the ^synchronizations should occur. The minimum interval is 6hours. The first resynchronization occurs on thedate and time thatarespecified inthe NextRe-sync Time field.

)2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-65

LDAP Directory (Cont.)

Set the user attributes for LDAP synchronization:- Most attributes are preselected and cannot be changed.

• Enter the LDAP server IP address and port.

The following user fields canbe s;nchronized with an LDAP server:

User ID: Thevalue ofthe I.DAP field that is lislcd here is stored in theAlias field in theCisco Unit; Connection database. The field that is listed here was specified on the LDAPSetup page, inthe LDAP Attribute for User ID list.

Middle Name: Choose which value from llie I.DAP directory to store in the Middle Namefield: middleNaine or initials.

Manager II): Ihc value ofthe manager field in the LDAP director; is always stored in theManager ID field in the Cisco ( nity Connection database.

Phone Number: Choose which value from the LDAP directory tostore inthe PhoneNumber field: telephoneNumberor ipPhone.

First Name: The value ofthe givenName field in the LDAP directory is always stored inihe First Name field.

Last Name: fhe value ofthe sn field (surname) in the LDAP directory isalways stored inthe Last Name field.

Department: The value ofthe department field in the LDAP directory is always stored inthe Department field.

Mail ID: Choose which value from the LDAP directory lostore in the Cisco UnityConnection Mail ID field: mail or sAMAccounlName.

Finally, set the LDAP server parameters IP address and port 389. When pointing to aMicrosoftGlobal Catalog, use port 3268 instead.

5-66 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vB.O © 2010 Cisco Systems. Inc

mm*

Rulk UsGTSAnother ».y to import several Usere into the Cisco Unity Connection system is the BalkAdministration Tool.

Bulk Users

Navigate to Tools >Bulk Administration Tool:• Create new users with a mailbox.• Select a user template.

• Select the file to import the users from.

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Import users in bulk from a*.csv file:. Select Operation: Select the applicable bulk operation: Create, Update, Delete, or Lxport

users.

. Select Object Tvpe: Select the applicable type of objects: Users (without VoiceMates) User!-with Voice MaMbox, System Contacts, or Users from LDAI' D.rectory.

. Override CSV Fields When Creating User Accounts: Choose Yes or No to indicatewhether to override individual CSV field settings with the setting from auser template.

. Select File: L.nter the complete path ofthe CSV file and to the failed objects report flic.

The*.csv file could contain thefollowing data:

Alias Display

Name

First

Name

Last

Name

Template Alias Extension List in

Directory

jdoe Doe, John John Doe voicemailusertem plate 2001 1

jwhite White, Jane Jane White voicemailusertemplate 2002 1

12010 Cisco Systems. IncEnablemenl ofCisco Unity Conneclion andCisco Unified Presence 6-67

Managing Cisco Unity Connection MessaqeStorage

Ihis topic describes how to configure.Connection.

gure. manage, mid maintain the message store in Cisco Un itv

Navigate to Message Storage >Mailbox Stores:• The mailbox store is mostly an informational page.• It lists the number of mailboxes and thecurrent size.

The Mailbox Store has mostly informational (grayed-out) fields:

• Display Name: hnier aname lhat describes the mailbox store. I'or example, the departmentwhose mailboxes are slored in llie mailbox store.

• Mail Database: The system name for aspecified Cisco Unilv Connection mailbox store.• Sener: The name ofthe Cisco Unity Connection server.

• Mounted: To enable complete Cisco I nil; Connection functionalilv. check the AccessEnabled check box. Ifthe Access Knabled check box is not checked. Cisco UnilvConnection users cannot check messages, and mailbox store settings cannot be changed int isco I ,m; Connection Administration. However, callers can still leave messages whichare queued tor deliver; when the mailbox store is available again.

• Numberof Mailboxes: The number of voice mailboxes in the database that is specified inthe Mail Database held.

- Current Size in KilobWes: The amount ol'hard disk space that is currentlv occupied bv allmessages in the mailbox store.

• Maximum Si/c Before Warning: Ifthe mailbox store reaches 90 percent of this value inmegab; tcs. ( isco imil; Connection logs awarning in the system log file. Ifthe mailboxstore reaches 100 percent ofthis value. Cisco Unity Connection logs an error in the svstemlog.

• Creation Date: Show, ihc date and time when the mailbox store was created.

Intrcducing Cisco Voice and Unified Communicalions Adminislralion (ICOMM) V8 0© 2010 Cisco Systems,,

Mailbox Stores MembershipThis section describes how to manage the mailbox store membership,

Mailbox Stores Membership

Navigate to Message Storage > Mailbox StoresMembership:• If more storage space is required, create a new message

store.

• Select the users and move them to another message store.

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Assign the user membership to a mailbox store by selecting the user and moving them toanother mailbox store.

12010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-69

Message Aging PolicyActively manage the storage space for new messages by monitoring what happens with savedand deleted messages.

Message Aging Policy

Navigate to Message Store > Message AgingPolicy:

* The default message aging policy deletes only permanentlydeleted messages after 15 days.

• The option for moving new and saved messages can be set

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Modif; the message aging policy:

• Lnabled: If message aging rules are selected, check this check box to cause the rules to beenforced, or uncheck this check box to cause the rules to be ignored. Ifno message agingrules are selected, this check box has no effect. Ihe default is Unabled.

• Move New Messages to the Saved Messages Folder in x Days: When Ibis aging rule isenabled. Cisco I 'nit; Connection automatically moves new messages to the SavedMessages folder the specified number of days after they were received. This option is mostcommon]; used when the message action for a user is sel to "Accept and Relay theMessage." which causes messages to be forwarded lo an email address. Ifthe user alwa.vschecks voice messages bv using the email inbox instead of by using Cisco UnityConnection, checking this check box prevents the Cisco Unity Connection inbox for theuser from tilling up.

Caution This rule along with the other two Message Aging Rules, can cause voice messages to be

deleted without the user ever knowing that the messages existed.

• Move Sa'ted Messages to the Deleted Items Folder in \ Days: When this aging rule isenabled. Cisco Unity Connection automatically moves messages to the Deleted Itemsfolder the specified number of days after the; were last saved. Note that simply listening toa message is not sufficient to reset the clock and prevent the message from being moved tothe Deleted Items folder after the specified number of days. The user must explicitlychoose the option to sav e the message.

• Permanently Delete Messages in the Deleted Items Folder in x Days: When this agingrule is enabled. Cisco Unit; Connection automatically deletes messages the specifiednumber of davs after thev are moved to the Deleted Items folder.

Introducing Cisco Voice and Unified Communicalions Adminislralion (ICOMM) v8.0 >2010 Cisco Systems, Inc

Mailbox QuotasSpecif; the maximum space per user for message storage in Cisco Unity Connection on thesvstem or user level.

Mailbox Quotas

Navigate to Message Storage >Mailbox Quotas:• Set mailbox quotas to generate a warning, preventsending of

new messages, or prevent receiving new messages.

System wide Mailbox Quotas

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Set the mailbox quotas:

• Warning Quota: When a user isconfigured touse system settings for voice mailboxquotas (oronthe user level), and when the mailbox for that user reaches the size that isspecified in the Warning Quota field, the user iswarned that the mailbox isreaching themaximum size allowed. The default Warning Quota is 12 MB.

Note The valuefor Warning Quotamustbe smaller than the valueforSend Quota, and the valuefor Send Quota must be smaller than the value for Send/Receive Quota.

• Send Quota: The user is prevented from sending any more voice messages.

• Send/Receive Quota: Theuseris prevented from sending or receiving anymorevoicemessages.

• Full Mailbox Check for Outside Caller Messages: Indicates whether Cisco UnityConnection first determines if a user mailbox is full before allowing an outside caller loleave a message forthe user. When thischeck box is checked, ifthe usermailbox is full,the outside caller is not allowed to leave a message. When this check box is not checked.Cisco Unity Connection does not determine whetherthe mailbox is full; the outsidecalleris allowed to leave the message even ifthe mailbox is full.

Note that this setting is applicable only to outsidecallers. If a Cisco UnityConnection userlogs on andsends a message to another user, Connection always cheeks whether the usermailbox is full regardless of whether this setting is enabled. The default setting is that thecheck box is not checked.

12010 Cisco Systems, Inc. Enablemenl of Cisco Unity Connection and Cisco Unified Presence

Summaryfhis topicsummarizes the kev points that were discussed in this lesson.

iummary

• User templates help administrators to create new usersefficiently. User templates can be configured for differentneeds; for example, for a manager, employee, or trainee.

• When creating a user, configuration can rely completely onthe user template. Only some settings need to be adjusted topersonalize the Cisco Unity Connection user account.

If many users need to be configured inCisco UnityConnection, import them from Cisco Unified CommunicationsManager or an LDAP directory. Users can also be added inbulk to Cisco Unity Connection via a *.csv file

You can use the message aging policy and the mailbox quotato actively manage the space for messages. Mailboxquotas—if reached—prevent the user from sending orreceiving new messages.

Ihe lesson covered theconfiguration of usertemplates andend users indifferent wa;s.including I DAP svnchronization or importing end users from Cisco Unified CommunicationsManasier.

References

for additional infomiation. refer lo this resource:

• CiscoS; stems. Inc. I 'ser .Moves, Adds, andChanges Guidefor Cisco Unitv ConnectionRe/ease <S'.x San Jose. California, februar; 2010.Imp:.''www.cisco.com en'US/docs.\oice_ip_eoniiii/coiuieclion/8.x/user mac/guide/Sxcucmaex.Intnl.

• CiscoS\ stems. Inc. Interface Reference Ciuide for Cisco Unify Connection AdminislrationRelease8.x - Cisco Unit; Conneclion 8.x User Sellings, february 2010.littp:;'v\vv\\x'isco.coni/en'''US.'d(icsAoice_ip_conini/connection/8x/gui_relcTence/giiide;8xcucgrg010.html

Intrcducing Cisco Voice and Unified Communicalions Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems. Inc

Lesson 41

Understanding Cisco UnifiedPresence

OverviewCisco Unified Presence enhances the native presence features in Cisco UnifiedCommunications Manager. This includes Cisco Unified Personal Communicator, apowerfuldesktop application for end users that provides interfaces for desk phone control, chat, voiceand video telephony, voice-mail access, and integrates access to conferencing resources. WithCisco Unified IP Phone Messenger, end users can see the presence status oftheir colleaguesand manage their own status, or exchange instant messages from auser interface on the CiscoUnified IP phone with other Cisco IP Phone Messenger users or Cisco Unified PersonalCommunicator users.

ObjectivesUpon completing this lesson, you will be able to describe the characteristics of Cisco UnifiedPresence. Thisability includes being able to meet these objectives:

• Describe the following Cisco Unified Presence features: Cisco IP Phone Messenger. CiscoUnified Personal Communicator, and desk phonecontrol

• Describe the Cisco Unified Presence architecture and call flows ofthe Cisco UnifiedPresence features: Cisco IPPhone Messenger, Cisco Unified Personal Communicatorclient, and desk phone control

Cisco Unified Presence Features andFunctionality

This topic describes the kev features ofCisco Unified Presence.

6-74

Cisco Unified Presence O

Key components for Cisco Unified Communicationspresence solution:

• Cisco Unified Communications ManagerCall control

Native presence services

• Cisco Unified Presence

Collects, aggregates, and distributes usercapabilities and attributes

Standards-based SIP/SIMPLE andXMPP interface

* Cisco Unified Personal Communicator

Communications applications and servicesin single desktop application

.*(/

Cisco Unified Presence -powered by Jabber XMPP—is aslandards-based enterprise platformthat brings people together in and across organizations in the most effective way. This open andextensible platform facilitates the highly secure exchange ofavailability and instant messaging(IM) infomiation between Cisco I'nified Communications and oilier applications.

With this integral Cisco Unified Presence component ofthe Cisco Unified Communicationssystem, you can perfonn the following actions:

• facilitate faster decision making and enhance productivity using presence awareness. Viewthe availabiliiv ofcolleagues based on their desktop, mobile, telephony, and calendarinfomiation to reduce communication delav s.

• See the av ailabililv ofpartners and customers in other organizations and exchange instantmessages with them. You can avoid repealed calling and leaving messages for contacts andrepeated emails toyour closest business contacts inother organizations.

• Speedup ; our business processes by providing availability information in existing web andbusiness applications. Improve first-call resolution and cu.stomer satisfaction with presence-enabled customer care.

• Benefit from enhanced enterprise IM capabilities such asgroup chat, persistent chat, IMlogging, and IM history to meet compliance and other business requirements.

Ihe ke; components of Cisco (.inified Communications presence are as follows:

• Cisco Inilied Communications Manager

Call control

- N'ativ e presence serv ices

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems. Inc.


— Collects, aggregates, and distributes user capabilities and attributes— Standards-based Session Initiation Protocol (SIP), SIP for Instant Messaging and

Presence Leveraging Extensions (SIMPLE), and Extensible Messaging and PresenceProtocol (XMPP) interface

Cisco Unified Personal Communicator

— Communications applications and services for desktop application

12010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-75

Cisco Unified Personal Communicator Product OverviewCisco Unified Personal Communicator is acore component ofCisco Unified Presence.

6-76

Cisco Unified Personal Communisluct Overview

Audio Call Video Call

. r -

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Group Chat

Cisco Unified Personal Communicator is aclient tool thai includes the most commonly usedCisco Unified Communication tools in asingle software package. With Cisco Unified PersonalCommunicator, end users can place audio and video calls, either controlling their associated IPplione or in soltphone mode, when the IP phone is not available or the user is nol currently althe olhce desk. The Contact List window shows the current presence status ofthe contact's ofthe user, fach user can create apersonal contact list lo subscribe to the presence status ofthepresence-enabled users or federated contacts. The chat feature is based onthe Jabber f.xlensibleCommunications Platform (XCP). which uses XMPP as ihe dial protocol. XCP supports point-to-point and group dial, also called multiuser chat ortext conferencing.

Intrcduang Cisco Voice and Unified Communications Administration (ICOMM| v80 ©2010 Cisco Systems. Inc.

Cisco Unified Personal Communicator Operation ModesFor telephony support. Cisco Unified Personal Communicator can be used in two differentmodes,

Cisco Unified Persona! CommunicatorOperation Modes

Cisco Unified PersonalCommunicator operates inone of two modes:

- Deskphone mode (CTIcontrol of the user's deskphone for Click to Call)

- Softphone mode(software dient operation)

The softphone device isregistered to Cisco UnifiedCommunications Manager.

• Cisco Unified PersonalCommunicator call controlfeatures are similar to thefeatures on Cisco Unified IPphones.

Softphone

Deskphone

Cisco Unified Personal Communicator can either be used in deskphone mode or in softphonemode. Each mode has the following characteristics:

• In deskphone mode. Cisco Unified Personal Communicator uses Computer TelephonyIntegration Quick Buffer Encoding (CTIQBE) to control an IP phone. The IP phone mustbe registered with the Cisco Unified Communications Manager and associated to the enduser. When multiple IP phones are associated to an end user and are registered to the CiscoUnified Communications Manager, the end user can choose which IP phone should beusedin Cisco Unified Personal Communicator for placing calls.

• In softphone mode. Cisco Unified Personal Communicator activates the associatedsoftphone based on the Cisco Unified Client Services Framework (CSF). which registersthe softphone with Cisco Unified Communications Manager as aSIP device. This requiresthattheadministrator hascorrectly created a Cisco Unified CSK device in theCiscoUnified Communications ManagerAdministration web interface.

© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence

Enterprise Instant Messaging1he enterprise messaging feature allows end users !o send point-to-point or group ehalmessages.

Enterprise instant Messaging

• Secure text instant messaging• Point-to-point and group chat

• Persistent group chat rooms• Offline IMcapabilities

• Clientchat logs and history1 Tabbed multichat window

management

Escalation to video andconferencing

Cisco Unified PersonalCommunicator—uses XMPPto communicate with CiscoUnified Presence

Interoperability with SIP/SIMPLE and XMPP-basedIM clients

a 3 *

Cisco Unified Presence incorporates the supported enterprise instant messaging features ofJabber XCP. while allowing for some modifications toenhance support for the multidevice userexperience. Cisco Unified Presence changes the Jabber XCP instant messaging roulingarchitecture to allow Ibr initial instant messages to be routed to all ofthe nonnegativc prioritylogged-in dev ices ofthe user, rather than routing tothe highest priority device as is done withexisting Jabber XCP installations. Backward compatibility supports point-to-point instantmessaging between Cisco linified Presence SIP clients (for example. Cisco Unified PersonalCommunicator 7) and XMPP clients is provided by an integrated instant messaging (IM)gatewav.

Text conferencing is defined as ad hoc group chat and persistent group chat and is supported aspart ofthe Jabber XCP feature set. In addition, offline instant messaging (storing instantmessages forusers who are currenll; offline) is alsosupported as partofthe Jabber XCPfeature set. Cisco Unified Presence manages storage (breach of these instant messagingfeatures indifferent locations. Offline instant messaging isslored locally in the Cisco UniiiedPresence Informix Dynamic Server (IDS) database. Ad hoc group chat is stored locally inmemor; on Cisco Unified Presence. Persistent groupchat requires an external database to storechat rooms and conversations. Cisco linified Personal Communicator sends and receivesinstant messages ov er Transport La;er Security (TI.S) lo theCisco Unified Presence servertoallow a secure connection between the sener and the client.

When an end user sends an instant message toa contact who issigned in tomultiple IM clients.Cisco Unified Presence delivers the instant message to each client. This functionality iscalledIM forking. Cisco Unified Presence continues to fork instant messages lo each client, until thecontact replies. Once the contact replies. Cisco IInified Presence only delivers instant messagesto the client on which the contact replied.

Introducing Cisco Voice and Unified CommunicationsAdminislration (ICOMM) i/80 ©2010Cisco Systems, Inc

Audio CallsThis section discusses the characteristics of audio calls with Cisco Unified PersonalCommunicator

Audio Calls

• SRST telephony failover support forsoftphone mode

• Codec selection is based on theregion configuration on Cisco UnifiedCommunications Manager.

G.711 a-law, mu-law

- G.722 wideband

- G.729A, G.729AB

- Internet Low Bitrate Codec (iLBC)

- Internet Speech Audio Codec(iSAC)

• Allows signaling and media encryption

• Support forSIP and SCCP IP phoneswith CTI desk phone control

When using Cisco Unified Personal Communicator in softphone mode. Cisco Unified CSFsupports the usage for Survival Remote Site Telephony (SRST) telephony failover. This mustbe configured in Cisco Unified Communications Manager. In softphone mode, the CiscoUnified CSF device, which isregistered toCisco Unified Communications Manager, can usedifferent codecs as shown in the figure. The selection is based on the region configuration inCisco Unified Communications Manager. Itcan also process encryption that isbased on SecureReal-Time Transport Protocol (SRTP). When using Cisco Unified Personal Communicator indeskphone mode, codec selection is based on the controlled IP phone and the regionconfiguration. Not all IP phones support all available codecs in Cisco Unified CommunicationsManager, "fhe signaling protocol for CTI-controlled IP phones can either be SIP or SkinnyClient Control Protocol (SCCP).

©2010 Cisco Systems. Inc EnablementofCisco Unity Connection and Cisco Unified Presence 6-79

Video Calls

Cisco Unified Personal Communicator supports video calls and video conferencing.

• Softphone and deskphone videosupport

• Video resolutions

Common Intermediate Format(CIF)

VideoGraphics Array (VGA)

High-Definition (720p 30fps HD)1 Audio and video based on Cisco

Unified Client Services Framework(CSF) Engine

Requires a conference bridge forvideo conferencing

Uses Cisco Discovery Protocol andCisco Audio Session Tunnel indeskphone mode

Video can be used in softphone and deskphone mode. When using deskphone mode, configurethe CTI-control led IP phone toallow video capabilities. In deskphone mode. Cisco UnifiedPersonal Communicaior uses Cisco Audio Session 'funnel and Cisco Discovery Protocol forcommunication between the Cisco Iinified IP phone and the computer. The communicationitself is provided b; Cisco Unified CSF.

Note Cisco Audio Session Tunnel is nol supported with SIP-controlled IP phones.

In softphone mode. Cisco linified Personal Communicator uses theCisco Unified CSFdev icethat isconfigured onCisco Unified Communications Manager for video calls. Cisco LinifiedCSF devices arc enabled b; default for video capabilities. When using video conferencing,deplov avideo-enabled conferencing bridge and associate this conferencing bridge to theMedia Resource Group fist (MRGI ). which isapplied lo the IP phone or Cisco Unified CSFdev ice in Cisco I 'nified Communications Manager.

-80 Introducing CiscoVoice and Unified Communications Administration (!COMM| v8 0 ©2010 Cisco Systems, Inc

Integration SupportCisco Unified Personal Communicator can be integrated in different Cisco UnifiedCommunications products tosupport a wide range of features.

integration Support

Integrated visual voice-mailin Conversation History

panel

Click to Call and IMescalation from MicrosoftOutlook and other desktopapplications and browsers

Presence integration inOutlook

Integration to externalcompliance servers ordatabases (PostgreSQL)

Cisco Unified Personal Communicator canbe integrated withCiscoUnity andCiscoUnityConnection. Thisenhances the useof voice mail witha visual voice-mail application, which isintegrated in Cisco Unified Personal Communicator. End users can control their personal voicemailbox from Cisco Unified Personal Communicator and hear, send,or delete voicemessages.

Cisco Unified Personal Communicator also includes a click-to-call feature from MicrosoftOutlook and applications like Microsoft Word and Excel. F.nd users can also monitor thecurrent presence status in Microsoft Outlook,

When using Cisco Unified MeetingPlace, Cisco Unified Personal Communicator can escalateactive calls to a conference session.

Message compliance can beconfigured onCisco Unified Presence to log instant messages toanexternal compliance server or database.

) 2010 Cisco Syslems, Inc Enablement of Cisco Unity Connection and Cisco Unified Presence

Cisco Unified Personal Communicator Requirementsfhis figure shows the requirements for CiscoUnified Personal Communicator.

Cisco Unified Persona! Communic;Requirements

Cisco Unified Personal Communicator hasthe following minimum requirements:

• 1 GBRAM

• 1 GB disk space

• 128 MB video RAM with a DirectXgraphic cardforWindowsXP

• 256 MB video RAM witha DirectXgraphic cardfor Windows Vista and 7

• Windows XPSP3

• Windows Vista Business or Ultimate with SP2

• Windows 7 Professional or Ultimate

• net Framework 3 5 SP1

• USB 2 0 port for video cameras

The figure summarizes ihchardware requirements for end-user computers. Those aretheminimum requirements for Cisco Unified Personal Communicator, which may not support allfeatures ofCisco Unified Personal Communicator, for example, high definition (IID) videosupport, lor a complete list of hardware requirements, go lo Cisco.com:

htlp://wv\w.cisco.com enTS'prod'collatcral/voicesw/ps67S9/ps6836/ps6X44/data_shcel c7S'-485l06.html

Note An active Cisco Unified Personal Communicator with Cisco Unified CSF utilizes up to300MB of memory.

Cisco Unified Personal Communicator is not available for theApple Macintosh operatingsystem


Cisco Unified CSFThe Cisco Unified CSF is the basis for Cisco unified client applications and manages thedifferent features as shown in the figure.

Cisco Unified Client Services Framework

Aframework of client services enabling CiscoUnified Communications applications:• Audio/video engine and conferencing controls

« Secure call control stacks

• Text conferencing servers (IM)

• presencerendenng

• Advanced voice-mail controls

• Call history management

• Cisco Unified CSF is used for:

- Cisco Unified Personal Communicator

- Cisco UnifiedCommunications Integration forMicrosoft Off ice Communicator

- Cisco WebEx Connect

Cisco Unified

Client Services

Framework

The Cisco Unified CSF is not just used for Cisco Unified Personal Communicator. This is thecore framework ofclient-based Cisco Unified Communications functions for differentapplications, for example. Cisco Unified Communications Integration for Microsoft OfficeCommunicator orCisco WebEx Connect. Core functions arc voice and video, securecommunication with the Cisco Unified Communications Manager structure, andcommunication with text conferencing servers like Cisco Unified Presence. Cisco Unified CSFmanages the audio and video call controls and provides features like visual voice-mail supportand provides call history management.

Note

>2010 Cisco Systems. Inc.

Only one client who uses the Cisco Unified CSF can be installed atthe same time on aclient computer. For example, Cisco Unified Communications Integration for Microsoft OfficeCommunicator and Cisco Unified Personal Communicator cannot be installed onthesameend-user computer.

Enablement of Cisco Unity Connection and Cisco Unified Presence 6-83

Cisco Unified Communications Manager IP Phone ServiceIhis figure explains the Cisco Unified Communications Manager IP Phone (CCMCIP) service.

1The CCMCIP service was originally used to support IP phonedirectory services, authentication, and help

The CCMCIP service provides access to retrieve user andphone information

CSF uses CCMCIP to obtain a list ofdevices associatedwith a user that can be used

Associated

— --mwjg Devices with*J eMp.J .End User

Cisco Unified

Persona

Communicator

Cisco Unified

Client ServicesFramework

Cisco Unified


iheCCMCIP service was traditionally used to provide director; services, authentication, andhelp for end users who press the Serv ices button on the Cisco Unified IP phone. It allows userstoretrieve a lisl ofdevices that the end user will be using with Cisco Unified PersonalCommunicator (or other Cisco Unified CSl-based clients) once the user is logged in.

6-84 Introducing Cisco Voice and Unifed Communications Adminislralion (ICOMM) v8 0 ©2010 Cisco Systems. Inc

Cisco IP Phone Messenger User InterfaceBy default, the Cisco Unified Presence server contains the Cisco IP Phone Messengerapplication.

Cisco Unified IP Phone MessengerUser Interface

Cisco Unified IP PhoneMessenger user interface:• Alogin for users is required.• Users can set their presence status.

• Contact list shows presence status.

• Users can call the instant messageoriginator.

• Instant messages are saved on theCisco Unified Presence server.

• Users can view and clear receivedinstant messages.

« Messages can be reconfigured.• Contact list, IM history, and personal

settingscan be managed from IPphone interface.

Cisco IP Phone Messenger is aCisco IP phone service that provides users with the ability tocreate a contact list and watch the aggregated presence information oftheir contacts. They canalso exchange instant messages wilh their contacts that are using Cisco Unified PersonalCommunicator orCisco IPPhone Messenger. Cisco IPPhone Messenger includespreconfigured instant messages, which can be customized by the administrator on CiscoUnified Presence. Knd users can also change their presence status inthe Cisco IP PhoneMessenger user interface, for example, when an end user ison vacation.

© 2010 Cisco Systems, Inc Enablemen!of Cisco Unity Connection and Cisco Unified Presence 6-85

Cisco IP Phone Messenger CharacteristicsThe Cisco IP Phone Messenger uses XML over 1ITTP to communicate with Cisco UnifiedPresence.

Cisco Unified IP PhoneCharacteristics

Cisco Unified IP Phone Messenger has the followingcharacteristics:

* Watches aggregated presence information for their contacts• Exchanges instant messages witha Cisco Unified IP Phone• Runs as an XML IP phone service on Cisco Unified IP Phones• Phones act as XML web browsers

• The IPPM server application communicates with.

Cisco Unified IP phones using XML over HTTP- SIP proxy/registrar server using SIP

XCP roule fabric that translates SIP to XMPP and vice versa

Cisco Unified

Presence

J / PersonalCommunicator

The Cisco IP Phone Messenger application, which is a component ofCisco Unified Presence,serves as a protocol translator between IITTP and SIP messaging. I'hc Cisco IP PhoneMessenger application communicates with the Cisco Unified IP phones by using XML overIII IP. and it communicates with the SIP proxv orregistrar server by using SIP.

Ihe XCP route fabric in Cisco Unified Presence translates the SIP messages lo XMPP and vice-versa. The phone acts as an XML web browser tonavigate through ihe Cisco IP PhoneMessenger application.

IheCisco IP Phone Messenger application can distinguish between two devices with the samedirectorv number in diffcreni partitions. Theapplication canalso funclion when the userislogged in viaCisco hxtension Mobility.

Introduang Cisco Voice and Unifed Communications Administration (ICOMM) v80 ©2010 Cisco Systems. Inc.

Cisco Unified Presence ArchitectureThis topic describes the Cisco Unified Presence architecture and shows the information fiowbetween thedifferent Cisco Unified Communications products.

Cisco Unified Communications SolutionInformation Flow

IP Phones

CUC - Cisco Unified PresenceCUPC = Cisco Unifed Personal Communicator

Cisco UnityConnection/Cisco

Unity

CUCM = Cisco Unified Communicalions ManageiAXL= Cisco Unified Communicalions System XMLa

The Cisco Unified Presence server uses standards-based SIP, SIMPLE, and XMPP toprovide acommon demarcation point for integrating clients and applications into the Cisco UnifiedCommunications system. Cisco Unified Presence also provides an HTTP interface that has aconfiguration interface through Simple Object Access Protocol (SOAP), and apresence, instantmessaging, and roster interface (the XMPP contact list) through JabberWerx AsynchronousJavaScript and XML. (AJAX). The JabberWerx AJAX interface communicates with theBidirectional Streams Over Synchronous HTTP (BOSH) interface onthe XCP within CiscoUnified Presence. The Cisco Unified Presence server collects, aggregates, and distributes usercapabilities and attributes using these standards-based SIP, SIMPLE, XMPP. and HTTPinterfaces.

Cisco orthird-party applications can integrate with Cisco Unified Presence and provideservices that improve the end-user experience and efficiency. The core components oftheCisco Unified Presence server are:

• The Jabber XCP. which manages presence, instant messaging, roster, routing, policy, andfederation.

• The Rich Presence service, which manages presence state gathering, network-based richpresence composition, and presence-enabled routing functionality.

• Support for ad hoc group chat storage with persistent chat and message archiving, which ismanaged by an external database.

) 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-87

Ihe Cisco Unified Presence server also contains support for interoperability via SIP withMicrosoft Live Communications Server 2005 or Microsoft Office Comniunications Server2007 and the Microsoft Office Communicator client for any Cisco Unified IP phone that isconnected to aCisco Unified Communications Manager. The Microsoft Office Communicatorclient interoperability includes click-to-dial functionality, phone control capability, andpresence status of Cisco Unified IP phones.

fhe figure summarizes the infomiation flow between the diffcreni components within the CiscoUnified Communications architecture.

Cisco Unified Communications Manager is the central component in the scenario, and supportsthe largest variety ofprotocols, fhe utilization ofprotocols in Cisco Unified CommunicationsManager includes the following:

• SCCPlo control IPphones andoilierSCCPdevices

• SIP to control SIP endpoints and for SIP trunks to voice mail and other PBXs

• Media Gatewav Control Protocol (MGCP) to control media gateways such as Cisco 2900Series routers

• H.323 for gateway connections, intraclustcr trunks, and 11.323 networks

• SOAP to prov ide database access via the Cisco Unified Communications System XMIlayer

• C11 to allow for CTI integration and Microsoft remote call control integration

Cisco Uniiied Presence mainly uses the following protocols:

• XMPP. SIP. and SIMPl.L for generic presence and federation functionality

• SOAP to access the Cisco Unified Communications Managers database via Cisco UnifiedCommunications System XML and Cisco Unified Personal Communicator configurationprofiles

• CTIQBL for CTI integration for remote call control integration with Microsoft OfficeCommunicator

• HTTPlo support the Cisco IP Phone Messenger service on Cisco IP phones


Cisco Unified Presence Integration with Microsoft ActiveDirectory and Exchange

Cisco Uniiied Presence can be integrated with the enterprise Lightweight Directory AccessProtocol (LDAP) directory and Microsoft Exchange to allow users to sign in with their LDAPuser credentials and synchronize the presence status wilh Microsoft Outlook calendar entries.

Cisco Unified Presence Integration withMS Active Directory and Exchange

Cisco UnityConnection/Cisco Unity

Microsoft Exchange

Exchange userdata is stored in

Active Directory

Synchronizeuser data from ADinto local Unified

Communications

Managerdirectory.

Cisco Unrfied

CommunicationsManager

Uses Microsoft

Exchange for CalendarIntegration and

Presence Status

Cisco Unified

Presence reads user

data from UnifiedCommunications

Managerdirectory

Cisco

Unified

Presence

An LDAP directory lookup allows Cisco Unified Personal Communicator client users, orthird-party XMPP clients, to search for and add contacts from the LDAP directory. The search resultsare displayed in the search window from Cisco Unified Personal Communicator.Cisco Unified Presence communicates with the Microsoft Exchange Server using Outlook WebAccess (OWA). a Web-Based Distributed Authoring and Versioning (WebDAV) interface thatis exposedby the Microsoft Exchange Server.

© 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-89

Cisco Unified Presence Integration with Cisco UnityConnection

Ihis section describes Cisco Unity Connection and Cisco Uniiied Personal Communicatorintegration and defines the maximum number ofInternet Message Access Protocol (IMAP)sessions that are allowed.

Cisco Unified Presence InteqratiCisco Unit'

Provides Cisco Unified Personal Communicator users withthe ability to view, play, sort, and delete voice-mailmessages'

• Cisco Unified Presence must be confgured with a voice-mail profile• Cisco Unified Personal Communicator receives configuration during

login from Cisco Unified Presence

« CiscoUnified PersonalCommunicator users need to configure usercredentials for voice mail.

Cisco Unrfiec

PresenceCisco Unrfied Personal

Communicator

Uses IMAP to access

the voice-mail bo<

Cisco Unity Connection can be integrated withCisco Unified Presence. Lnd userscan accesstheir voice mailbox within theConversation History pane in Cisco Unified PersonalCommunicator, Cisco Unified Personal Communicator voice-mail integration uses IMAP toaccess the voice mailbox, which provides the following features:

• Access voice messages directly from theConversation History pane in theCisco UnifiedPersonal Communicator client.

• Use the integrated media player lo play and delete messages directly from theCiscoUnified Personal Communicator client.

• Easily access presence and availability information for the caller in the Cisco UnifiedPersonal Communicator client; then click 10 call llie personbackand escalate to web chat,video, or other multimedia sessions.

The number of IMAP connections and users that aresupported inCisco Unity Connectiondepends on ihe Cisco I 'nitv Connection platfonn. More infomiation can be found at:

http:<''''w ww.cisco.eonr'cn'US/does.'voiee _ip_.comm/connection/8\/supportcd plat forms/8\cucspl.html

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Cisco Unified Presence Integration with Conferencing ServersTo escalate activ econversations to aconferencing server, Cisco Unified Presence can beintegrated with Cisco Unified MeetingPlace or Cisco WebEx.

Cisco Unified PresenceConferencing Servers

Cisco Unified Presence can be integrated with a conferencingserver:

• Itsupports Cisco Unified MeetingPlace and Cisco WebEx.• Cisco WebEx integration requires a local Cisco WebEx Meeting Center

server

• Cisco Unified Personal Communicatorcommunicateswith theconference server via HTTP or HTTPS.

• Conferencing servers areconfigured on Cisco Unified Presence andadded to a conferencing profile.

Cisco UnifiedPresence

Cisco Unified PersonalCommunicator

Communicates over

HTTP or HTTPS

Cisco Unified Personal Communicator uses Cisco Unified MeetingPlace orCisco WebExconferencing for its web conferencing capability. The web conferencing features ofCiscoUnified MeetingPlace and Cisco WebEx are based on Macromedia Flash technology usingHTTP or HTTPS as the transport protocol.

i 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence

Cisco Unified Presence Integration with LDAP.DAP integration enables end users to search and add contacts from the cooperate directory ,

6-92

Cisco Unified Presence integration with LDAP

Cisco Unified Presence integrates with LDAP directory servers:• Supported LDAP servers are

MicrosoftActive Directory 2000, 2003, and 2008

Netscape Directory Server

Sun ONE Directory Server 5 2 and OpenLDAP- The LDAP profile allows users to search and add contacts from the LDAP

directory to Cisco Unified Personal Communicator

• For authentication and synchronization of end users, Cisco UnifiedPresenceuses Cisco Unified Communications Manager (which canalsouse LDAP for authentication and synchronization).


Searcl) Query

Results

Authentication

LDAP

Cisco Unified Presence integrates with these I DAP directory servers:

• Microsoft Aclive Directory 2000. 2001 and 2008

• Netscape Directory Server

• Sun ONE Directory Sener 5,2

• OpenLDAP

Administrators can provision users automatically from the LDAP directory into the CiscoUnified Communications Manager database. Cisco Unified Communications Managersynchronizes with the LDAP directory content so the administrator can avoid adding,removing, ormodify ing user infomiation manually each time achange occurs inthe LDAPdirectory.

Cisco Unified Presence LDAP integration sy nchroni/es user infomiation from Cisco UnifiedCommunicalions Manager. In addition. LDAP integration prov ides authentication for Cisco(.inified Personal Communicator client users and accessto llieCisco Unified Presence userinterface.

IntroduangCiscoVoice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems Inc

Cisco Unified Presence Calendar IntegrationThe integration with Microsoft Exchange requires apresence gateway to be configured onCisco Unified Presence for calendar applications.

Cisco Unified Presence Calendar Integration

Cisco Unified Presence server can communicate withMicrosoft Exchange forpresence and calendarintegration:

• Active Directory 2003 or 2008 is required.

• Microsoft Exchange 2003(SP2)or2007 (SP1) is supported.• End users can activate calendar integration on the Cisco Unified

Presence end user web interface.

- During a scheduled meeting in Microsoft Outlook, users canautomatically be displayed as busy in the contact list.


Map it to an?^liability status

(or a user

MicrosoftExchange

Uses the

OWA/WebDAV

Interface

Once a presence gateway for Microsoft Outlook is configured, Cisco Unified Presence canretrieve the calendar state ofa user (Tree, Busy, Out ofOffice) and map it toanavailabilitystatus for the user (Available. Busy. Away).

Cisco Unified Presence requires a Microsoft Exchange account with special permissions toquery end-user calendaring data. The Microsoft Exchange account must comply with thefollowing requirements:

• Be a memberofthe Exchange View-Only Administrator group.

• Have Receive-As permission on the end-user mailboxes. Auser account isa regularaccount that is used by a regular Microsoft Exchange user. Cisco Unified Presence requiresadditional Receive-As account privileges to inspect all the calendars ofthe user. It isrecommended toassign this permission ata higher level (such asmail storage group) toenable population of all the mailboxes in themail storage group.

Cisco Unified Presence supports the following versions ofMicrosoft Exchange for calendarintegration:

• Microsoft Exchange Server 2003 (SP2)

• Microsoft ExchangeServer 2007 (SIM)

J2010 Cisco Systems, Inc. EnablementofCisco Unity Connection and Cisco Unified Presence 6-93

Cisco Unified Personal Communicator Information Flow inDeskphone Mode

In deskphone mode. Cisco Iinified Personal Communicator has the following characteristics.

6-94

Cisco Unified Persona! CommunicatorInformation Fiow in Deskphone Mode

Cisco Unified Personal Communicator in deskphone mode hasthe following characteristics:

• CiscoUnified PersonalCommunicator registerslo CiscoUnified Presencewith XMPP for chat.

• The end user has an associated IPphoneconfigured on Cisco UnifiedCommunications Manager

• From Cisco Unified Personal Communicator, the end user can control theIPphoneviathe CTIQBE (Quick Buffer Encoding) interface.

• Whenassociated to multiple IP phones, the end user can select one ofthedevices

Cisco UnifiedPersonal

Communicator

C;sco UnifiedCommunicat.ons

Manager

When using ihc Cisco Unified Personal Communicator in deskphone mode, the Cisco UnifiedPersonal Communicator registers at the Cisco I inified Presence server and gets theconfiguration file. The Cisco Unified Personal Communicator connects to the Cisco UnifiedCommunications Manager hostname or IPaddress and logs in with theend-user credentials.

With theCisco Unified Communications Manager IPPhone service, Cisco Uniiied PersonalCommunicator receives the lisl of controlled and user-associated end devices and uses theCTIQBE interlace tocontrol the IP phone. The user can select the IP phone when multiple IPphones are registered and associated to the end user.

The Cisco Unified Personal Communicator uses XMPP for chat fealurcsand sends all instantmessages to Cisco linified Presence.

Introducing CiscoVoice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems, Inc

Cisco Unified Personal Communicator Information Flow inSoftphone Mode

In softphone mode. Cisco Unified Personal Communicator has the following characteristics.

Cisco Unified Personal CommunsInformation Flow in Softphone IVtode

Cisco Unified Personal Communicator in the softphonemode has the following characteristics:- Cisco Unified Personal Communicator registers as aCisco Unified

Clienl Services FrameworK (CSF) device.. The Cisco Unified CSF device uses SIP asthe signaling protocol.. The end user must be associated with the Cisco Unified CSF

device.

. The Cisco Unified CSF device is configured asa normal end devicewith directory number,calling search space, and partition.

. Cisco Unified Personal Communicator uses Cisco Unified PresenceforXMPP (chat) communication.


When no IP phone is available or users are not al their desk, the softphone mode allow the userto flee and eeeive calls. The Cisco Unified CSF framework uses SIP REGIS IER messages toregister on Cisco Unified Communications Manager as aCisco Unified CSF dev.ee. using MPas the signaling protocol. Cisco Unified Personal Communicator connects to the primary Tf IPserver (whose address is retrieved from Cisco Unified Presence) at startup, lor suspend andresume operations, and for the re-establishment of dropped network connections. %hen theconnection is established. Cisco Unified Personal Communicator downloads the configurationfile from Cisco Unified Communications Manager.

The configuration file contains the list of Cisco Unified Communications Manager primary andfailover server addresses and the transport protocol for Cisco Unified Personal Communicatorto use in softphone mode to connect to Cisco Unified Communications Manager.After Cisco Unified Personal Communicator downloads the file successfully, the configurationinformation is made available to other Cisco Unified Personal Communicator subsystems.Each time Cisco Unified Personal Communicator tries to download the configuration file, theapplication attempts to contact the primary TFTP sewer. If the primary TFTPserver does nolrespond. Cisco Unified Personal Communicator fails over to the backup 1FTP server.If all TFTP server connections fail. Cisco Unified Personal Communicator tries to load the lastvalid downloaded configuration from the local hard disk.Cisco Unified Personal Communicator uses XMPP to Cisco Unified Presence for instantmessages and roster updates.

© 2010 Cisco Systems, Inc.Enablement ofCisco Unity Connection andCisco Unified Presence 6-95

Compliance and Persistent ChatComplice allowsthe storing of instant messages on an external server or database for

Compliance and Persistent Chat

Persistent chat

' Group chat messagesare saved to an external PostgreSQL server• Instant messages in group chats are available when aparticipant

rejoins a persistent group chat room.

Compliance

' ODBC ^n96! 3re Saved t0 an external p0S*9^SQL serverwithUUBC or a compliance serverwith XMPP.

• When using a compliance server, all IM traffic is sent to thecompliance server ihat provides policies and security

' 2'2mpliance server sends the instant message back to the CiscoUnified Presence server, and it is then transferred to the recipient

Ci5;o UnifiesPersonal

Communicator

OPostgresOL

Server

perilstent cha is enabled, ad hoc rooms are stored to Ihe external PostgreSQI. database forIeduration ot the ad hoc chat. This s.orage procedure allows aroom owner to eseala^ ai i

ho cha to apersistent chat: otherwise, these ad hoc chats are purged from PostgreSQI at thedur^on'onlitchr"151"11 ***^^^^ *"* ™"^ in ™Iatil° ' '" *»«"Cisco Unified Presence uses the basic interfaces of the external dalabase and does nol provideanv administration options, database purging, or configuration ofthe database. Cisco requires aseparate database instance for each server that is deployed with persistent group chat. Thdatabase instances can share the same hardware but are not required to do so.As part ofthe Jabber XCP architecture. Cisco 1Inilied Presence contains aMessage Archivcrcomponent thai alous tor logging of text conferencing, federated, and interchip messagesml> ^n external database as part of anonlocking native compliance. Cisco Unified Presencenative compliance and message archiv ing requires aPostgreSQI. database instance per cluster.Ihe same database can be shared vv ith multiple clusters; however, manv users in amulliclusterdeplov ment might requtrc multiple database sen ers. Cisco Unified Presence can also use anexternal compliance sen er. which provides generally more features than aplain PostgreSQIdatabase. Compliance servers can provide security features, for example, including antivirus'programs tor file transfer checks or protection of spam over instant messaging (spun, Xchdepends on the compliance serv er. When using an external compliance sewer, all chatmessages from MP- or XMPP-based clients will be sen, to this compliance server as an XMPPrheri^no^r ^^"^ ^T" ^'^ ^^ fw examnle- chc<*i"g »*r viruses ordesired Receiver C°"CCrnmg whcthtT lhc scnder is i,lloucd t0 s™<* ™»^ant message to theFinally, the compliance server sends the instant message back ifall actions are successful orsends an error instant message to the Cisco Unified Presence server. This message is then'orwarded to the receiver. Ifthe external compliance server is not reachable for Cisco Unified

! resence. no instant messages can be transferred.

6-96 Introducing Cisco Voice and Unified Communications Administration (ICOMM) vS.O'2010 Cisco Systems. Inc.

Quality of ServiceCisco Unified Personal Communicator marks Layer 3 IP packets using differentiated servicescode points (DSCPs).

Quality of Service

• Cisco Unified Personal Communicator marks Layer 3 IP packetsvia DSCP:

- Call-signalingtrafficis marked with a DSCP value of 24.

- RTP media traffic is marked with a DSCP value of 46.

• Computer traffic is typically untrusted. The network device willremove DSCP markings made by an application on the PC.

• Routers and switches must allow these DSCP markings for the portranges that Cisco Unified Personal Communicatoruses.

Application

Video

Call signaling

EF

CS4

CS3

46

32

24

The Cisco Unified Personal Communicator client marks call-signaling traffic with a DSCPvalue of 24.or a per-hop behavior (PHB) value of CS3. Real-Time Transport Protocol (RTP)media traffic is marked with a DSCP value of 46 (PI IB value of EF). Video traffic is markedwith a PHB value of CS4 (DSCP value of 32).

Note The marking in Cisco Unified PersonalCommunicator depends on the supportintheoperating system hosting the client.

PC traffic is typically untrusted. and thenetwork will strip DSCP markings, which aremade byan application on a PC. Therefore, access routers and switches must be configured to allowthese DSCP markings for the portranges thatCiscoUnified Personal Communicator utilizes.

Typically, networks are configured tostrip DSCP markings from computer traffic. Therefore, ifthe administrator wants Cisco Unified Personal Communicator traffic to be marked, theadministrator must configure switchesand routers to apply DSCPmarkingsto computer trafficbased on theport ranges thatthe application uses. Configure destination addresses with whichCisco Unified Personal Communicator communicates.

i 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-97

Cisco Unified Personal Communicator Port UsageCisco I'nified Personal Coinmuniealor communicates wilh different servers using the protocolsshown in the table.

Cisco Unified Personal Communic;

69 UDP TFTP

80 TCP HTTP

143 TCP IMAP(TLS or plain TCP)

389 TCP LDAP

443 TCP HTTPS

993 TCP IMAP (over SSL)

2748 TCP CTI Quick Buffer Encoding (CTIQBE)5060 UDPTTCP SIP

5061 uDPrrcp Secure SIP

5222 XMPP Instant messaging

7993 TCPIMAP(oyer TLS, Cisco Unity Connectionspecific)

8080 TCP CCMCIP

8191 TCP SOAP

16384-32766 UDP RTP

Asshown in the table. Cisco Unified Personal Communicator uses different protocols forcommunication:

• ITTP: Loads the configuration file from Cisco Unified Communications Manager

• HTTP: Communication with conferencing server

• IMAP: Used for communication with the voice-mail server

• LDAP: Contact search and resolution in Cisco Unified Personal Communicator

• H'lTPS: Secure communication with conferencing sener

• IMAP over SSL: Secure communication wilh Cisco I initj server

• (TIQBK: I sed in deskphone mode for IP phone control

• SIP: Signaling protocol for sottphone mode

• Secure SIP: SIP over TLS

• XMPP: Instant messaging with Cisco Uniiied Presence

• IMAPP over TLS: Used for securevoicemail with Cisco Unity Connection

• CCMCIP: Used in deskphone mode forobtaining a list of associated devices

• SOAP: Used for secure login to Cisco Unified Presence over HT'fPS

• RTP: Media streaming

Note Cisco Unified Personal Communicator also uses Cisco Discovery Protocol and Cisco AudioSession Tunnel protocol to communicate between the Cisco IP phone and the PC

Introducing Cisco Voice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.


Summary

• Cisco Unified Personal Communicator includesa wide rangeofapplications that allow end users toreceive phone calls,voice mail, meeting escalation, and instant messaging from asingle application. The Cisco Unified IP Phone Messengeruses XML toenhance presencecapabilities and provideschat functionality on Cisco Unified IP phones.

* Cisco Unified Presence has a flexible architecture, whichenables integration with several products, like Cisco UnifiedMeetingPlace.

J

The lesson introduces Cisco Unified Presence and Cisco Unified Personal Communicator. Thelesson presents the architecture and call flows within aCisco Unified Communications systemthat is integrated wilh Cisco Unified Presence.

References


• Deplov ment Guide for Cisco Unified Presence Release 8.0 at:http://dsco.com/en/US/docs/voicejp_comm/cups/8_0/english/install_upgrade/deplov menl/guide/CUPdeploy.html

• Instant Messaging Compliance Guide for Cisco Unified Presence Release 8.0 al:http://cisco.coin/cii/US/docs/voicejp_comm/cups/8jO/english/compliancc/guide/CUPlMCompliaiicc.html

) 2010 Cisco Systems. Inc. Enablement ofCiscoUnity Connection and Cisco Unified Presence 6-99

Lesson 5

Enabling Cisco UnifiedPresence

cm Overview

i^mmm

mrt

To enable endusers forCiscoUnified Personal Communicator andCisco IP Phone Messenger,several configuration steps must be performed on Cisco Unified Communications Manager andCiscoUnified Presence. This lesson shows howto configure end users, howto troubleshootcommon issues withCiscoUnified Personal Communicator, andgives an overview about thetypical issues lhatarereported by endusers.

ObjectivesUpon completing this lesson, you will be able to describe how to enable Cisco UnifiedPresence forendusers. Thisability includes being able lo meetthese objectives:

• Describe how to enableend users in Cisco Unified Communications Managerfor CiscoUnified Presence

• Describe how to enableend users fordesk phonecontroland Cisco Unified PersonalCommunicator

• Troubleshoot end-user issues with Cisco Unified Personal Communicator

• Describe how to enable end users for Cisco IP Phone Messenger

Setting Up End Users in Cisco UnifiedCommunications Manager for Cisco UnifiedPersonal Communicator

This topic describes the necessarv steps toenable end users on Cisco Unified CommunicationsManager lor Cisco Unified Personal Communicator.

Cisco Unified Personal CommunicatorConfiguration Checklist

Perform the following steps on Cisco UnifiedCommunications Manager for Cisco Unified PersonalCommunicator usage:

•" Assign license capabilities.

. Configure the end user.

: Associate the directory number.

-' Create a Cisco Unified CSF device for Cisco Unified PersonalCommunicator.

Associate the Cisco Unified CSF device to the end user.

Ihe figure list.-, the steps that are required to configure end users in Cisco UnifiedCommunications Manager for Cisco Unified Personal Communicator, 'fhey areexplained indetail next.


.*fc^^

Step 1: License Capabilities AssignmentThe first step is to assign the license capabilities toend users.

Step 1: License Capabilities Assi<

Navigate to System > Licensing > CapabilitiesAssignment.• Licensing assignment supports bulk assignment toenable multiple

users al the same time.

I tl.arKtor | ^i —

WlHUMMIpm (I-(•/>»

3. The user is now enabled forCisco Unified Presence and CiscoUnified Personal Communicator.

2. Enable Cisco Unified Presence andCisco Unified Personal Communicator,

then dick Save.

Endusersmust be enabledto use Cisco Unified Presenceand Cisco Unified PersonalCommunicator. The administrator needs toassign presence capabilities for each Cisco UnifiedPresence user.This will consume one Cisco Unified Communications Managerdevice licenseunit (DLU) per assigned capability. The administrator can assign Cisco Unified Presencecapabilities on a pcr-user basis, orusing bulk assignment. When Cisco Unified Presencecapabilities are assigned for auser, the user can send and receive availability updates. Iftheuser isnotenabled forCisco Uniiied Presence capabilities, no availability updates arc allowedfor thatuser. When the usershould be ableto useCisco Unified Personal Communicator,ensure that the capabilities for using Cisco Unified Personal Communicator are also checked.

Navigate to System > Licensing >Capabilities Assignment and search a user. Check EnableCUPtoenable Cisco Unified Presence capability, and check Enable CUPC toenable CiscoUnified Personal Communicator capability. Both capabilities must bechecked for the user touse Cisco Unified Personal Communicator. Then press Save.

Note


In most cases, the end user will use Cisco Unified Personal Communicatoras their seconddevice, inaddition to a physical IPphone Inthe normal case, Cisco Unified PersonalCommunicator will registeras a CiscoUnified Client Services Framework (CSF) devicethatconsumes three DLUs. To ensure that Cisco Unified Communications Manager treats CiscoUnified Personal Communicator as an adjunct (secondary) device, configure the PrimaryPhonesetting inthe Phone Configuration window forCiscoUnified PersonalCommunicator.This is also valid for Cisco Unified IP Communicator or Cisco Unified Mobile Communicator

Enablement of Cisco UnityConnection and Cisco Unified Presence 6-103

Step 2: End User ConfigurationIn the next step, associate the end user u ith the IP phone or udevice profile and assignpri\ ileges,

Navigate to User Management > End User andselect the desired end user.

Choose a device profilewhen using CiscoExtension Mobility

Toenable desk phone control, associate the end user wilh the IP phone ordevice profile.Navigate to User Management > F.ntl User and select a user. Click the Device Associationbutton to search an IP phone, or select a deviceprofile from the list and use the arrowtoassociate il with the end user.

Note In the Device Configuration window on Cisco Unified Communications Manager, ensure thatthe device can be controlled with computer telephony integration (CTI). By default, the AllowControl of Device from CTI check box is enabled.


Step 2: End User Configuration (Coni

TheStandard CTI Enabled group ora customized group must beadded for every Cisco Unified IP phone type.Choose the Standard CTIAllow Control of Phonos SupportingRollover Mode group forCisco Unified IPPhone 69XX Series.Choose Standard CTIAllow Control of Phones SupportingConnected xfer and Conf groupforCiscoUnified 89XX and 99XXSeries IP Phones.

In the End User Configuration window, scroll down todisplay the Permissions Informationarea. To allow CTI control in deskphone mode, addthe userto theappropriate groups.

• For all IP phone types, the user must be amember oftheStandard CTI Enabled group.

• ForCisco Unified IP Phone 69XX Series, alsoaddthe userto the Standard CTI AllowControl of Phones Supporting Rollover Mode group.

• ForCisco Unified IP Phones 89XX and99XX Series, addthe userto the Standard CTIAllow Control of Phones Supporting Connected Xfer and Conf group.

When finished, click Save.

Note Instead ofusing thedefault groups, theadministrator canalso create customized groups.

) 2010 Cisco Systems, Inc. EnablementofCisco Unity Connection and Cisco Unified Presence 6-105

Step 3: Directory Number ConfigurationAfter configuring the end user, set up the directory number configuration.

i: Di

Navigate to Device >Phone, choose the IPphone of the user,and go to the directorynumber configuration window:

Allow Control of Devicefrom CTI musl be checked

Na\ igate to De> ice > Phone, select Die IP phone ofihe end user, and go tothe directorynumber configuration. When using Cisco Extension Mobility, navigate to Device > DeviceSettings > Device Profile and select the de\ ice profileofthe end user.To allowC'fI control ofIhe director) number, check the Allow Control of Device from CTI check box. Then,associate the end user \\ ith the line. Cisco Unified Presence must use (he correct presence statuswhen a user is offhook. Click Associate End Users and search the user. When ready, clickSave and Apply Config.

Introducing Cisco Voiceand Unifed CommunicationsAdministration (ICOMM) v8 0 ) 2010 Cisco Systems Inc

Step 4: Create Cisco Unified CSF DeviceCreate aCisco Unified CSF device, which uses Cisco Unified Personal Communicator in thesoftphone mode.

Step 4: Create a Cisco Unified CSFDevice

Navigate to Device > Phone and click Add New.• TheCisco Unified Client Service Framework phone type is used for

the softphone mode ofCisco Unified Personal Communicator 8.0- For Cisco Unified PersonalCommunicator7.0, choose Cisco

Unified Personal Communicator as the phone type.

-mmjum^a

"1 When ready, choose Next |

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To use Cisco Unified Personal Communicator in thesollphone mode, theadministrator mustcreate a Cisco Unified CSF device inCisco Unified Communications Manager. Navigate toDevice >Phone and click Add New. Choose Cisco Unified ClientServices Framework asthe device type, and click Next.

Note TheCisco Unified Client Services Framework (CSF) is usedforCisco Unified PersonalCommunicator version 8.0.When using Cisco Unified PersonalCommunicator version 7 0,choose Cisco Unified Personal Communicator as the device type.

© 2010 Cisco Systems. Inc. Enablementof Cisco Unity Connection and Cisco Unified Presence 6-107

6-u

Step 4: Create a Cisco UnifyDevice (Cont.)

V The device name

has no namingconvention for

Cisco Uniiied CSF

devices.

Allow Control ot Device

from CTI must be

checked

Selecl a device

security profile and

SIP profile

a;^-

Uhen creating a Cisco Unified CSF dev ice, the device name has no naming convention. Fnsurethat theAllow Control of Detice from CTI cheek box is checked. '1 hen. define (he devicesecuritv profile and SIP profile. When using ihc Cisco Unified CSFdevice as thesecond deviceot a user, also set the Primarv Phone parameter to the user 1P phone.

When using Cisco Unified Personal Communicator version 7. follow the naming conventionfor the device name:

• Derives from the usemame

• String starts with UPC

• Contains onlv uppercase letters or numerals

• Contains no more than 12 additional characters afler UPC

For example, a user with the user ID jjackson will use UPCJJACKSON as the device name.The user IDJohnnie jackson will use UPCJOIINNHJACKS as Ihe device name.

Introducing CiscoVoice and Unified Communicalions Administration (ICOMM) v80 ©2010 Cisco Systems. Inc.

Step 4: Create a Cisco Unified CSFDevice (Cont.)

Add thedirectory number to theCisco Unified CSF device.

i—Otrtclo** dumber Inform*

»£C/|[ *'t**"»fl Add the directory number inthe device configuration.

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Associate the end

user wilh the line

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When theCisco Unified CSF device iscreated, add thesame directory number to thedevice asthe end user has configured at the IP phone ordevice profile. To associate the user with theline, click the Associate End Users button.

© 2010 Cisco Systems, Inc. Enablement of Cisco UnityConneclion and Cisco Unified Presence 6-109

Step 5: Associate the Cisco Unified CSF Device to the EndUser

Ihe last step on Cisco Unified Communications Manager isloassociate the Cisco Unified CSFdevice to Ihe end user.

Step 5: Associate a Cisco Unified CSFice to an Ens

Navigate to User Management > End User

Use the Device

Association button to

search the Cisco

Unified CSF device

When the Cisco Unified CSF dev ice is successful!} created, associate the device to the enduser. Navigate to I ser Management > End User and select the user. Click DeviceAssociation and search the previously created Cisco Unified CSF device and click AddSelected. The device is now displav ed in the Controlled Devices list. Finallv. click Save.


Configuring End Users in Cisco Unified PresenceThis topic describes how to enable end users for Cisco Unified Personal Communicator inCisco Unified Presence. Depending on the deployment, not all application profiles may beneeded. For example, when voice-mail servers are not used in the enterprise network, it is notnecessarv toset up the configuration for a voice-mail profile in Cisco Unified Presence.

Mailstore Configuration

Go to Application >Cisco Unified PersonalCommunicator > Mailstore and select Add New.

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lU^L

• eeh:

Defne the protocol(default TCP) and clickSave when ready

•—^^Define aname for the mailstore

Set the hostname or IP address

X

To configure Cisco Unified Personal Communicator users to access their personal voicemailbox, define the mailstore where voice mails are stored. Intheexample that is shown here.CiscoUnified Personal Communicator is configured in Cisco Unified Presence forCisco UnityConnection usage.

Navigate toApplication >Cisco linified Personal Communicator >Mailstore and selectAdd New. Then, define the Name for the mailstore, which identifies the mailstore in CiscoUnified Presence. When using a Domain Name System (DNS) server, enter the hostname or theIP address when DNS is not enabled. Then select the protocol type and port. By default.TCPand Port 143 arc used.

Check the documentation for the voice-mail server. It may use a dilTerent port or protocol, or itmav have secure voice-mail access enabled.

© 2010 Cisco Systems. Inc. Enablemenl of Cisco UnityConnection and Cisco Unified Presence 6-111

Voice-Mail Server ConfigurationConfigure the voice-mail serv er for every node thai should be used for Cisco Iinified Presenceintegration.

Navigate to Application > Cisco Unified PersonalCommunicator >Voicemail Server and select AddNew

When readypress Save

Choose Unityor UnityConnection

^ Set the hostname

or IP address

Configure the voice-mail sener that is installed in the local deployment. Cisco UnifiedPresence supports Cisco Unitv orCisco Unitv Connection. Navigate toApplication >CiscoUnified Personal Communicator >Voicemail Sener. Select Add New to configure a newvoice-mail server. First, select the Server lype from the drop-down list. Choose Unity orUnityConnection; the default is Unit). The Name field identifies each configured voice-mail node inCisco Unified Presence. Then. set the hostname when using DNS or theIPaddress intheHostname/IP Address field. The WebService Portand WebService Protocol are. bv default.HTTPS andport 44.1: change it to HTTP andport 80. if needed. It is recommended to useHfl PS for secure communication between Cisco Unified Personal Communicator instead ofHTTP. When readv. click Save.

Introduang Cisco Voice and Unified CommunicationsAdministration (ICOMM| v8 0 ©2010Cisco Systems, Inc

Voice-Mail Profile ConfigurationAfter the voice-mail servers and mailstorcs are configured, apply both to avoice-mail profile.

Voice-Mail Profile Configuration

To create a new profile, navigate to Application >Cisco Unified Personal Communicator >Voicemail Profile and select Add New:

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tcuci

JSet a name for

the profile.

Choose the previouslycreated mailstore and

voice-mail server.

Check the box to set thesevalues as defaults, whichapplies only to newlysynchronized end users

To create a new voice-mail profile for Cisco Unified Personal Communicator, navigate toApplication >Cisco linified Personal Communicator >Voicemail Profile and click AddNew. First, define a name for the voice-mail profile. The name identifies the voice-mail profileinCisco Unified Presence. Then, choose thevoice-messaging pilot. Thedrop-down listincludes all voice-mail pilots that are configured inCisco Unified Communications Manager.Cisco Unified Presence synchronizes them. In the example, Default isused, because CiscoUnified Communications Manager uses only a default voice messaging pilot.

Then, select the primary voice-mail server. This is the previously configured voice-mail server.Theadministrator can also define upto two lo backup voice-mail servers, butbackup voice-mail seners are not mandatory. Also define the primary mailstore, and ifneeded, up to twobackup mailstores. Check the Make This theDefault Voicemail Profile for theSystemparameter check box after saving the voice-mail profile. Checking this check box applies thisvoice-mail profile toall users that are synchronized from Cisco Uniiied CommunicationsManager.

i 2010 Cisco Systems. Inc. Enablement ofCiscoUnity Connection and Cisco Unified Presence 6-113

Voice-Mail Profile Confi

• The dual-folder mode is an extension ofthe IMAP protocol.• The Cisco Unified CSF device checks whether the IMAP server

supports the extension and switches back to single-folder mode if itis not supported.

I Define the folders lor, voice-mail use

When users are

already synchronizedfrom Cisco Unified

Communicalions

Manager, add Ihem toIhe profile

When defining the mailstore settings, enter the folders that are used as the Inbox and Trashfolder on the Internet Message Access Protocol (IMAP) server. Thedefault for the Inbox folderis INBOX and the default for the Trash folder is Deleted Hems.

Ihedual-folder netting isturned on bv default for use with mailslores that support the IMAPUIDPI.US extensions (RFC 235" and 4315). 'fhe Cisco Unified CSF will detect if UIDPLUS isnot supported and automaticallv rev ert lo single-folder mode, fhe UIDPI.US extension oftheIMAP provides a set of features that are intended to reduce the amount of lime and resourcesthat are used bv some client operations.

Note Microsoft Exchange 2007 server does not support UIDPLUS extensions.

For users that arealread) svnchronized. the adminislrator musl manually add ihem to the voice-mail profile with the Add 1isers to Profile button.

Note Cisco recommends creating the profiles first, before synchronizing end users to CiscoUnified Presence This appliesalso to all other profiles that are explained inthe nextsection

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

IV

CTI Gateway and Profile ConfigurationWhen the voice-mail profile is configured, define the CTI gateway and profile.

CTI Gateway and Profile Configuration

, Hatt £*ntl*ur*ti>ri

|_H._ti»_ta if jTfK*ti_QO0

OaHU I C#p* y*-^Navigate to Application :Cisco Unified Personal

Communicator > CTI

Gateway Profile

The profile isautomatically createdbut must be associated

witti end users

a.""

Navigate to Application > CiscoUnified Personal Communicator> CTI Gateway Server

The configuration Isautomatically created

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Cisco Unified Presence dynamically creates a TCP-based CTI gateway profile that isbased onthe hostname of Cisco Unified Communications Manager. Before using this profile, verify thatCiscoUnified Presence andCisco Unified Personal Communicator clients canpingCiscoUnified Communications Manager by the DNS name. Ifthey cannot contact the server, theadministrator needs to addthe IPaddress of CiscoUnified Communications Manager inCiscoUnified Presence Administration (Application > Cisco Unified Personal Communicator > C'f1Gatewav Server). The adminislrator does not need toperform this procedure ifCisco UnifiedCommunications Manager was previously configured with an IPaddress through the CiscoUnified Communications Manager Administration >System >Server menu; Cisco UnifiedPresence automatically populates the CTI gateway fields.

fhe administrator can also use a specific CTI gateway profile as thesystem default, or addusers manually to the profile with theAdd Users to Profile button.

Note Ensurethat the CiscoUnified Communications Manager is running the CTI Managerservice.

>2010 Cisco Systems, Inc. Enablement of Cisco Unit/ Connection and Cisco Unified Presence 6-115

LDAP Host Configuration

6-116

To use acorporate Lightweight Directorv Access Protocol (LDAP) directory, create an LDAPhost in Cisco Unified Presence.

LDAP Host Configuration

Navigate to Application > Cisco Unified PersonalCommunicator > LDAP Server and select AddNew

* Check the LDAP server documentation to verify whichprotocol type and port the enterprise LDAP server is using.

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Choose a name for the ADserver and define the—— J J^.1 -LI •! IU MCIIIIK IMC

/j hostname or IP address

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Selecl (he protocoltype {default TCP]

First, define an LDAP server. Navigate to Application>Cisco Unified PersonalCommunicator >I.DAP Sener and select Add New fhe name identifies each configuredLDAP serv er inCisco Unified Presence. When using DNS. provide the hostname informationin the Hostname/IP Address field. Willi a DKS server,use the IP address ofthe LDAP host.Use ICP port 3268 or the default port 389 when using Microsoft Active Directory. Check theLDAP server documentation lo verify the prolocol type and port that are supported and used bythe enterprise LDAP sener.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 D2010 Cisco Systems Inc.

LDAP Profile ConfigurationAfter creating the I.DAP servers, add them to an LDAP profile.

LDAP Profile Configuration

Go to Application >Cisco Unified Personal Communicator >LDAP Profile and select Add New.

Enter the credentialsand search siring torLDAP queries.

Add Ihe previouslycreated LDAP serverto the profile.

-*r~3

Go to Application >Cisco Unified Personal Communicator >LDAP Profile and create anew LDAP profile. Then, define the values for Bind Distinguished Name (DN) andPassword. This isthe distinguished name that will be used for authenticated bind. The syntaxfor this field depends on the type ofLDAP server that is deployed. Some LDAP directories alsosupport anonymous access. For anonymous bind, check the Anonymous Bind check box. TheBind Distinguished Name (DN) field isnotmandatory.

For details, seetheLDAP server documentation. Then, define the search context byenteringthe location where all I.DAP users are configured. This location isa container ordirectory. Thesearch base should include all users ofCisco Unified Personal Communicator. In the PrimaryLDAP Server drop-down list, select the previously defined LDAP server, and ifneeded, up totwo backup LDAP servers.

>2010 Cisco Systems. Inc. Enablementof Cisco Unily Connection and Cisco Unified Presence 6-117

Audio Profile Settings

6-118

fhe audio profile settings onlv appiv lor Cisco Unified Personal Communicator version 8.

Audio Profile Settings

Navigate to Application >Cisco Unified Personal Communicator >Audio Profile and select Add New.

. This setting enables noise-j suppression policies when

users receive (eedbai^

clicking or other auaicdistortions

Automatic gain controlraises or lowers Ihe

audio volume

\\ hen using Cisco Unified Personal Communicator in softphone mode, the applied audioprofile settings can beused to improv e the audio quality when endusers receive anecho or theaudio quality is not acceptable. An audio profile is nol mandatory, but itcan be used to adjustthe audio quahtv.

Navigate to Application > Cisco Unified Personal Communicator > Audio Profileand clickAdd New. First, enter a name for the audio profile, liv default, all options to tweak the audioqualitv are checked. Depending on the problems that might hereported from and end user,enable or disablethe following settings:

• Enable Automatic Gain Control: Keep this setting turned on (checked) iftheadminislrator wants Automatic Gain Control (AGC) lokeep the audio output constant byreducing the volume ofa strong signal or raising the volume ofa weaker signal.

• Enable Noise Suppression: When receiving clicking, feedback, orother noise problems inthe audio output, cheek this option and choose the level ofnoise suppression.

• Enable Voice Activity Detection: Enable voice activity detection (VAD) to detect thepresence orabsence of human speech and facilitate speech processing inanaudio session.

Introduang CiscoVoice and Unified Communications Administration (ICOMM) v80 ©2010 Cisco Systems, Inc.

Audio Profile Settings (Cont.)

The audio settings apply only when using Cisco UnifiedPersonal Communicator in softphone mode.

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• Enable Echo Cancellation: Keep this setting turned on(checked) ifthe administratorwants toremove echo from audio output and improve the audio quality. Turn off(uncheck)this setting ifecho cancellation isnot needed orif it impedes the audio output.

Finally, add the users to the profile by clicking the Add Users to Profile button.

i 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-119

CCMCIP Profile SettingsIodefine the server for the Cisco Unified Communications Manager IP Phone (CCMCIP)service, createa CCMCIP profile.

CCMCIP Profile Setting

Navigate to Application >Cisco Unified Personal Communicator >CCMCIP Profile and select Add New

'-" -13'" " ••"'r-

Enter the hostname or IP

address of Cisco Unified


Sel the certificate

vesication, the default isSelf Signed or Keystore

-JAssociate end users

with the profile.

,J~~3

Navigate to Application > Cisco Unified Personal Communicator >CCMCIP Profile andselect Add New. Select a name for the CCMCIP profile and define the primary and backupCCMCIP hosts. Both fields are mandatory. Depending on thedeployment, use the hostname orIP address ofthe Cisco Unified Communications Manager nodes. For server verification, setthe server certificate verification. By default. Cisco Unified Presence accepts self-signed orkev store certificates. When using a local certificate authority (CA) in the network, chooseKcystore Only. This requires importing thecerlificate that is signed by theCA into the localtrust store in Cisco Unified Presence. This procedure can be performed in the Cisco UnifiedPresence Operating Svstem Administration web interface. Finally, add the users to this profile.

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Modify End-User Settings in Cisco Unified PresenceWhen using multiple profiles in Cisco Unified Presence, the administrator can modify theprofile association on a per-user level.

Modify End User Settings in CiscoUnified Presence

To configure usersettings, go to Application >Cisco UnifiedPersonal Communicator > User Settings and select a user.

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t *i»A_ ct'_HpJ*o*bl*_»,

\ All previous configuredprof les can also beconfigured on a per-userlevel

To specify the profile settings on aper-user level, navigate to Application >Cisco UnifiedPersonal Communicator >User Settings. Select the user thatshould beconfigured. Theadministrator can now change, add. or remove all application profiles for a specific user. Whenreadv. click Save.

) 2010 Cisco Systems, Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-121

Cisco Unified Personal Communicator OptionsWhen all application profiles areconfigured for an end user, theCisco Unified PersonalCommunicator options must be configured.

Cisco Unified Persona! Communicator Option;

Configure the Cisco Unified Personal Communicator options.

The available accounls

lo sel up depend an Iheprofiles that are appliedto users in Cisco Uniiied

Presence

After configuring all application profiles, some application profiles (for example, the voice-mail profile) require that end users enter their credentials in the options of Cisco UnifiedPersonal Coinmuniealor. After logging in toCisco Unified Personal Communicator, navigaic loI-ile > Options. Select the register Accounts. Depending on the profiles that areapplied toaspecific enduser, the user must enter the credentials, for example, ifthe company does not usevoicemail and no voice-mail profile isconfigured bv the adminislrator in the user settings onCisco Unified Presence, theend userwill not see the voice-mail credeiilial fields (Usemame,Password) in theCisco I'nified Personal Communicator options.

Note When entering the CiscoUnity Connection credentials, use the user ID and the configuredwebapplication password and notthe PIN The webapplication password can be configuredin the user configuration window in Cisco Unity Connection

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems, Inc

Troubleshooting Cisco Unified PersonalCommunicator

This topic describes how to troubleshoot typical problems that occur during configuration otendusers forCisco Unified Personal Communicator.

Troubleshoot Common Cisco UnifiedPersonal Communicator Issues

Common issues experienced by users ofCiscoUnified Personal Communicator:

* Example 1:Theend usersofCisco Unified IP phonescannot be selected.

• Example 2: In softphone mode, telephony is not possible.- Example 3: Users are not shown as on the phone in the

contact listduring an active call.

• Example 4:An end usercannot log intoCisco UnifiedPersonal Communicator.

• Example 5: Asearch for contacts in Cisco Unified PersonalCommunicator returns no results.

• Example 6:Theend usercannot control the Cisco Unified IPPhone 9971.

The figure shows six examples ofcommon issues that are reported by end users when enablingendusers for Cisco Unified Personal Communicator. Theexamples will beexplained next.

) 2010 Cisco Sysiems, Inc EnablementofCisco Unit/ Connection and Cisco Unified Presence 6-123

Example 1: Cisco Unified IP Phone Cannot Be SelectedAcommon error is that end users cannot select their Cisco Unified IP phone.

6-124

Example 1: Cisco Unified IP PhoneCannot Be Selected

The end user reports that Cisco Unified PersonalCommunicator returns an error message whenstarting the client:

• Verify that the user devices are registered to fheCiscoUnified Communications Manager.

" Verify that the end user is associated with Cisco Unified IPphones in the end-user configuration.

• Ensure lhat the CCMCIP profile in Cisco Unified Presence isapplied to the end user.

- Verify inCisco Unified Communications Manager that thedevice and directory number can be controlled byCTI.

In this evample. an end user reports that after logging in toCisco Unified PersonalCommunicator, the client responds with an error message that the selected dev ice is nolavailable. The end user can click OK toaccept this message orclick Select Another Device.Typically, each end user has only one IP phone, and therefore the selection ofanother phonewill show that no other dev ice is available.

Common reasons fortius problem are the following:

• Ihc associated IP phone is not registered to the Cisco Unified Communications Manager.This situation occurs due a network, cabling, orappliance problem.

• flic IP phone isnotassociated inthe end-user configuration inthe Cisco UnifiedCommunications Manager Administration web interface.

• fhe end user has no assigned CCMCIP profile in Cisco Unified Presence.

• The IP phone or directory number cannot be conlrolied by CTI. Ibis occurs when llieAllow Control of Device from CTI checkbox is unchecked.

Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM) u8.0 )2010 Cisco Systems, Inc.

Example 2: Telephony Is Not Possible in Softphone ModeWhen using Cisco Unified Personal Communicator, the end user cannot receive or place acall.

Example 2: In Softphone Mode, TelephonyIs Not Possible

When using the softphone mode inCisco Unified Personal Communicator,the end user cannot initiate a call orreceive a call. Perform the followingtasks:

• Verify that the end user is associatedwiththe Cisco Unified CSF device in the end-user configuration in Cisco UnifiedCommunications Manager.

• Verify ifthe Cisco Unified CSF device isregistered with the Cisco UnifiedCommunications Manager.

• Ensure thatthe correct directory numberand partition/CSS are configured.

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Softphone mode is typically used when an end user is not at the office desk, for example, anend user i$ currently at the airport and uses Cisco Unified Personal Communicator over avirtual private network (VPN) connection. When the user reports that placing acall or receivingcalls aren»tpossible, verify thefollowing configurations;

• Verify that the end user is associated with the Cisco Unified CSF device in the end-userconfiguration in Cisco Unified Communications Manager Administration interface.

• Unsure that the Cisco Unified CSF device isregistered toCisco Unified CommunicationsManner. Ifthe device is not registered, the problem may occur due to an error in theservices onCisco Unified Communications Manager ora problem with the connectivitybetween the clientand Cisco Unified Communications Manager.

• Check the configuration ofthe Cisco Unified CSF device. F.nsure that the correct directorynumber, partition, and calling search space (CSS) are applied.

© 2010 Cisco Systems. Inc. EnablementofCisco Unity Connection and Cisco Unified Presence 6-125

Example 2: in SoftphcIs Not Possible (Cont.

In deskphone mode, the CiscoUnified CSF device is nolregistered lo Cisco Unified


In softphone modeihe Cisco Unified

CSF device is

registered

lo verify that the client is registered to the Cisco Unified Communications Manager, search forthe Cisco I'nified CSF dev ice in Cisco Unified Communications Manager using Device >Phone, hi softphone mode, the Cisco Unified CSF device should show Unit it is registered. Inthe example above, ihe Cisco Unified CSF dev ice with the device name CUPCIDO! •' showsRegistered with 10.1.1.1.

Introducing CiscoVoice and Unified Communications Administration (ICOMM) v8 0 ©2010 Cisco Systems. Inc

Example 3: Users Are Not Shown as on the Phone During anActive Call

Auser reports to the IT helpdesk that the presence status docs not change to "on the phone*duringan active call.

Example 3: Users Are Not Shown as on thePhone during an Active Call

An end user reports that, during an active call, the status isdisplayed as available.

Perform the following tasks:

• Ensure that the SIP trunk between CiscoUnified Presence and Cisco UnifiedCommunications Manager is set upcorrectly.

* Check on Cisco Unified CommunicationsManager that the line association oftheend . fj|user directory number is configured. a^T-^li*.

even during anactive call.

"Ll.

Ifeverything is configured correctly, a user isautomatically shown as on the phone during anactive call. When the enduser reports lhat thepresence status isnotdisplayed correctly,perform the following tasks:

• fhis error usually occurs ifthe line association isnotconfigured. InCisco UnifiedCommunications Manager, check the IP phone, device profile, or Cisco Unified CSFdevice (depending onwhen the issue occurs) directory number and associate the end userwith the line.

• Verifv that the SIP trunk presence subscription isconfigured correctly. Check the CiscoUnified Communications Manager and Cisco Unified Presence siteofthe Session InitiationProtocol (SIP) trunk. Also, ensure that the SIP trunk security profile onCisco UnifiedCommunications Manageris configured correctly.

i 2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-127

Example 4: End User Cannot Log in to Cisco Unified PersonalCommunicator

Another common issue is that endusers cannot login to Cisco Unified PersonalCommunicator.

Example 4: End User Cannot Log In toCisco Unified Personal Communicator

An end user reports that login to CiscoUnified Personal Communicator is notpossible Perform the following tasks.

' Ensure that the user account is not locked duepassword policies in LDAP or Cisco UnifiedCommunications Manager

- Check that the end user uses the correct serverIP address or hostname

* Ensure DNS functionality when using thehostname of Cisco Unified Presence.

* Verify in Cisco Unified CommunicationsManager that the license capabilities areconfigured correctly.

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An end user tries to log in to Cisco Unified Personal Communicator and Ihcclient respondswith a Login failed message. Verify the following things:

• Unsure that the end-user account is not locked out due password policies in Cisco UnifiedCommunications Manager or I.DAP (forexample, there were toomany failed loginattempts and the account was locked by the LDAP server).

• Sometimes, users may inadvertently change the server IP address or hostname. Check thaithe user is trving to log in to the correct server.

• When using the hostname of Cisco Unified Presence, ensure that the DNS server isreachable and resolves the hostname to the correct IP address.

• On Cisco Unified Communications Manager, verifv that the license capabilities wereconfigured correctl\.

Note Gefore starting troubleshooting at the appliance and server level, perform basic connectivitytests For example check the network cable or Wi-Fi settings, try lo ping the Cisco UnifiedPresence server, and ensure that the user does not use Caps Lock when typing thepassword for the user account.

Introducing Cisco Voice and Unified Communications Adminislralion (ICOMM) v8.0 ©2010 Cisco Systems. Inc

Example 5: Search for aContact Returns No ResultsThe end user reports that adding new contacts from the directory is not possible.

Example 5: Search for Contacts ReturnsNo Results

The end userreports that adding new contacts tothecontactlist is not possible; the search does not return any results:

Ensure that the profiles are applied to theend user in Cisco Unified Presence:

>.If'tlr t—*H™"*t

aAdd the

LDAP prof le.

A misconfiguration may also beindicated when the user IDcannot be resolved from LDAP.

In this example, the end user reports that adding new contacts to the Cisco Unified PersonalCommunicator Contact List is not possible because the directory search returns no results.Perform the following steps to troubleshoot theproblem:

• Ensure that theenduser is associated with thecorrect LDAP profile. A missing LDAPprofile can also be indicated when the user ID in Cisco Unified Personal Communicatorcannot be resolved by the LDAP directory.

• Verify that the Search Context parameter in the LDAP Profile configuration in CiscoUnified Presence is correct.

) 2010 Cisco Systems, Inc. Enablementof Cisco Unily Connection and Cisco Unified Presence 6-129

Example 6: The End User Cannot Control the Cisco Unified IPPhone 9971

In this example, the end user cannot control the Cisco Unified IP Phone 9971.

Example 6: End User CannotCisco Unified IP Phone 9971

An end user reports that controlling the Cisco Unified IP Phone 9971with Cisco Unified Personal Communicatordoes not work With theCisco Unified IP Phone 7970. theuserhad noproblems.Perform the following tasks.

Venfyin Cisco Unifed Communications Manager lhat the end user is associatedwith the Cisco Unified IP phone.

Verify that the AllowControl of Devicefrom CTIcheck boxin the device ischecked

Check in Cisco Unified Communications Manager thatthecorrect groups androlesare defined.

' Choose Standard CTI Allow Controlj ofPhones supporting ConnectedXfer and conf group for Cisco Unified89XX i 99XX series IP Phones

Ihe user repons that since the new Cisco Uniiied IP Phone 9971 was installed by iheadministrator. C11 deskphone control ofthe dev ice is nol possible. With the previously usedCisco Unified IP Phone 7970. ihe user had no problems. Verify the following:

• On Cisco I nified Communicalions Manager, ensure lhat the new Cisco Unified IP phonewas associaled to the end userin theend-user configuration window.

• Verifv lhat the Allow Control ofDevice from (Tl check box in Ihe device configurationon Cisco Unified Comniunications Manager is checked.

• Cheek Ihe usergroups in Cisco Unified Communications Manager. 'Ihe Cisco Unified IPPhones 89XX ••' 99XX Series need an additional group. Add theend userto theStandardCTI Allow Control of Phones Supporting Connected Xfer and Conf group ora customizedgroup.if configured.

6-130 IntroduangCiscoVoice and Unified Communications Administration (ICOMM) v8.0 ©2010 Cisco Systems. Inc.

Server HealthCisco Unified Personal Communicator includes tools to verify the system status and helpsadministrators to troubleshoot problems.

Server Health

Navigate to Help >Show Server Health in Cisco UnifiedPersonal Communicator to show the connectivity status.

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The Server Status tab provides a briefI overview about connectivity to the

different services

When a user reports problems with Cisco Unified Personal Communicator, the administratorcanusethe Server Health andNotification window to display the current connection status foreach servicein Cisco Unified Personal Communicator. Navigate to Help > Show ServerHealth toopen the Server Status window. Go tothe Notifications tab toshow adetailed logwith the error information and time stamp.

© 2010 Cisco Systems, Inc. Enablement of Cisco UnilyConnection and Cisco Unified Presence 6-131

Problem Report

6-132

Ihe problem report tool allows end users lo generate adump file for troubleshooting.

The Problem Report tool can be accessed via Help > CreateProblem Report in Cisco Unified Personal Communicator:• The Problem Report tool starts

automatically when the client stopsresponding

- Itcreates a fileon the desktop of theend user in the following format.CUCSF-jdoe_12-2-48_4-9-2010 zip

• Itcan be used for troubleshooting aCisco Unified Personal Communicatorissue.

• It can be provided to TAC engineersfor processing cases

The Problem Report tool allows end users to create anerror dump file, lorexample, vvhenCisco Unified Personal Communicator crashes. After a crash of Cisco Unified PersonalCommunicator, the Problem Report tool pops upautomatically. I'hc usercanalsocreate aProblem Report tool dump when nav igaling lo Help>Create Problem Report. Fora detailedreport, check the Enable Detailed Cogging parameter in the help menu. I'hc Problem Reporttool creates a dump on the userdesktop, archived with a /ip file and containing the usemameand time stamp in the filename, fhis file can also besent loCisco TAC when processing CiscoLAC cases.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) vB.O ©2010 Cisco Systems. Inc.

Cisco Unified Presence TroubleshooterIn addition to the Cisco Unified Personal Communicator, the Cisco Unified Presence serverincludes tools to troubleshoot problems.

Cisco Unified Presence Troubleshooter

Navigate to Diagnostics >System Troubleshooter in Cisco UnifiedP resence Ad ministration.

£

1Itdisplays aj syslemwide overview of

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TheCisco Unified Presence server includes a System Troubleshooter tool. The SystemTroubleshooter performs a set oftests on both the Cisco Unified Presence cluster and on theCiscoUnified Communications Manager cluster to validate theCiscoUnified Presenceconfiguration. This includes asection that tests the Cisco Unified Personal Communicatorconfiguration. Use this section tocheck general configuration issues on Cisco Unified Presenceor Cisco Unified Communications Manager. Each testalso includes a Solutions section, whichshows tips on how to fix an issue.

© 2010 Cisco Systems. Inc. Enablement of Cisco Unity Connection and Cisco Unified Presence 6-133

Configuring Cisco IP Phone MessengerIhis topic describes how to enable end users for Cisco IP Phone Messenger.

Cisco IP Phone Messenger Setup

Perform the following steps on Cisco UnifiedCommunications Manager for Cisco Unified IP PhoneMessenger:

: Configure the application user

l Create the phone service.

:. Subscribe the phone service on IPphones ordevice profiles.

Ihe figure lists the step>> that are required lo configure end users in Cisco UnifiedCommunications Manager forCisco IP Phone Messenger, fhey are explained indetail next.

6-134 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8.0 >2010 Cisco Systems. Inc

Step 1: Configure Application UserAs the first step, create the application user on Cisco Unified Communications Manager.

Step 1: Configure Application User

Navigate to User Management >Application User and createa new application user.

r^ The defined user ID and

password must be thesame as those on CiscoUnified Presence.

Select the devices thatshould be controlled byCisco Unified IP Phone

Messenger.

SSelect the device profilesthat should be controlled

by Cisco UnifiedIP PhoneMessenger.

To allow the Cisco IP Phone Messenger application to connect to CiscoUnifiedCommunications Manager, create an application user. Navigate to User Management>Application User and click Add New. Enter a user ID and password; both must match theconfigured credentials in Cisco Unified Presence. Then, add the IP phones and device profilesthatshould useCisco IP Phone Messenger to thecontrolled devices. When ready, clickSave.

) 2010 Cisco Systems, Inc Enablement of Cisco UnityConnection and Cisco Unified Presence 6-135

Step 2: Create the Phone ServiceAfter creating an application user, sel up the phone service.

To create a new service, go to Device> DeviceSettings >Phone Services and select Add New.

Wher readypress Save

URL

Check Enable to aclivate the

service use enterprise

subscription for automaticsubscription on all IP phonesand device profiles

Io create new Phone Serv ice. nav igate to Dev ice> Dev iceSettings> Phone Services andclick Add New. lintera sen ice name and an ASCII service name. Then,define the serviceURL in the following format: http://CUP_ IP:8081/ippm/default?name=#I)LV](T.NAMh#.

Ihe URL can include either the IP address ofthe Cisco Unified Presence server or thehostname. I 'se ihe hostname when the IP phones haveaccess to a DNS server. As the servicecategory, choose XML Service from the drop-down list. The service type should beset toStandard IP Phone Senice. Then, check the Enable check box and. if desired, checkEnterprise Subscription to automaticallv subscribe llie service to all IPphones anddeviceprofiles. Ifvou check Lnterprise Subscription, it is not necessary lo addllie service manuallv loan IP phone or device profile and the next step in this lesson can be omitted.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8.0 )2010 Cisco Systems, Inc.

Step 3: Subscribe the Phone ServiceAfter the phone service is created, subscribe the service to an IP phone or device profile.

Step 3: Subscribe the Phone Service

To add the created service to a device or device profile, navigateto device (profile) configuration and selectSubscribe /Unsubscribe Services from Related Links.

^Tv^Select the PhoneMessenger™ service from the drop-down box

and click Next.

Tosubscribe theCisco IPPhone Messenger service, navigate to thedevice ordevice profileconfiguration and select Subscribe/ Unsubscribe Services from the Related Links and clickGo. Inthe newwindow, select the service from the Select a Service drop-down list. Select thePhoneMcssenger service as shown in the example and click Next. Now, enter the serviceinfomiation. Fntcr the servicenamethat shouldbe displayedon the IP phoneand clickSubscribe when ready.

© 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-137

Cisco IP Phone Messenger Setup on Cisco Unified PresenceAfter finishing ihe configuration for Cisco IP Phone Messenger on Cisco UnifiedCommunications Manager, setup the required steps onCisco Unified Presence.

Cisco IP Phone Messenger Setup onCisco Unified Presence

On Cisco Unified Presence, configure thefollowing toenableand modify Cisco IP Phone Messenger settings:

Enable the Cisco IP Phone Messenger application.

/ Manage Cisco IPPhone Messenger response messages.

Ihe figure lists the steps thai are required to configure end users in Cisco Unified Presence forCisco IP Phone Messenger. Ihev are explained in detail on the following section.

6-138 Introducing Cisco Voice and Unifed CommunicationsAdminislration (ICOMM) v8.0 ©2010Cisco Systems. Inc

Step 1: Enable Cisco IP Phone MessengerFirst, enable Cisco IP Phone Messenger onCisco Unified Presence.

Step 1: Enable Cisco IP Phone

To configure settings, navigate to Application >IP PhoneMessenger > Settings.

ty

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-*-* Turn the IPPM Application• Status setting to On

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Enter the application usercredentials that were previouslyconfigured ofi Cisco UnifiedCommunications Manager.

To enable Cisco IP Phone Messenger onCisco Unified Presence, navigate toApplication >IPPhone Messenger >Settings. Set the IPPM Application Status value to On; the default is Ofi'.Then, enter the application uscrname and application password. Use the same credentials aspreviouslv configured on Cisco Unified Communications Manager. Ifnecessary, change thesetting ofthe Max Instant Message History Size ifthe administrator wants to store more instantmessage history for users or alter thetimeout settings.

) 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-139

Step 2: Manage Cisco IP Phone Messenger ResponseMessages

After enabling ihe Cisco IP Phone Messenger, manage fhe response messages.

Step 2: Cisco IP PhoneResponse Messages

Navigate to Application >IP Phone Messenger >ResponseMessages to managesystemwide responsemessages.

«p. .ha

Bv default. Cisco Unified Presence includes some svstemwide response messages, fhesemessages can be customized and deleted, ifnot needed. To add a new response message, clickAdd Nen and enter the text for the response message. When ready, click Save. To change theorder ortext ofthe existing response messages, click a response message. Use the arrows lochange the order orenter new text in the Response Message field. When ready, click Save.

6-140 Introducing Cisco Voice and Unified CommunicalionsAdministration (ICOMM) v8 0 ©2010 Cisco Systems. Inc.

Verify the Cisco IP Phone Messenger StatusAfter configuring all steps for Cisco IP Phone Messenger, verify the status ofthe end users.

Verify the Cisco IP Phone Messenger Status

Todisplay the status, navigate to Application > IP PhoneMessenger > Status.

Select users and click .*»"-.»«*<«

Broadcast to send an ^>ei#r I ™.'™?«wt*!"IP Phone Messengerbroadcast message '«« i.l.tuj

ni^hi™ 13

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To check the status of Cisco IP Phone Messenger users, navigate to Application> IP PhoneMessenger >Status. Use the search field tosearch for one ormore specific users, orclickFind todisplay all users. The list shows the logged in and logged out users. Additionally, theadministrator can checkend users to sendbroadcastmessagesto them. Select the checkboxneartheendusers andclick Broadcast. Inthe newwindow, enterthetext. When finished, clickSend to send the broadcast message,

© 2010 Cisco Systems, Inc. Enablement of Cisco UnityConnection and Cisco Unified Presence 6-141

SummaryThis topicsummarizes the kev points that werediscussed in this lesson.

Summary

• To enable end users for Cisco Unified Personal Communicator,fhe administrator needs to perform different tasks on CiscoUnified CommunicationsManager and Cisco Unified Presence.

• The Cisco Unified Presence configuration for Cisco UnifiedPersonal Communicator is bundled fo profiles, which are appliedto end users

The Cisco Unified Personal Communicator and Cisco UnifiedPresence provide helpful toolsfortroubleshooting presenceissues.

To enableend users for Cisco IP PhoneMessenger, configurean application user and subscribe the service to an IP phone ordevice profile. Cisco IP Phone Messenger must be enabled onCisco Unified Presence.

Ihe lesson explained the configuration ofCisco Unified Communications Manager end users lobe synchronized lo Cisco Unified Presence, 'fhe Cisco Unified Personal Communicator profileswere configured and assigned to the end users in Cisco Unified Presence to allow the use ofother Cisco Unified Communications Systems products.

References

for additional infomiation. refer to these resources:

• Deployment Guide for Cisco Unified Presence Release 8.0 at:

http::'.'ci<eo.conven/US'does/voiee_ip_comni/cups/8 O/cnglish/inslall upgrade/depiov merit/guide'CUPdeplov .html

• Configuring theCisco IP Phone Messenger Service guide at:hltp:<'eisco.com en.'I S.'docs/v oice_ip_comin/cups/S 0/english/install_ upgrade/dcplovmenl•guidedgippm.hlml

6-142 Introducing Cisco Voice and Unified CommunicationsAdministration (ICOMM] vB 0 ©2010 Cisco Systems. Inc.

Module SummaryThis topic summarizes the ke\ points that were discussed in this module.

Module Summary

• Cisco Unity Connection can integrate with the Cisco UnifiedCommunications Manager viaSCCP or SIP. The system callhandler, directory call handler, and interview call handler offervarious automated services to external and internal callers.

* The user template can group parametersfor users, which areselected during usercreation. The mailbox isassociated withthe user and a message store. The message store space canbe managed actively.

• Users can be added to Cisco UnityConnection in manyways. Users canbe imported from Cisco UnifiedCommunications Manager or an LDAP directory, but they canalso be added in bulk to the system. Use the message storecapabilities toactively manage thestorage space for allusers.

Module Summary (Cortt

) 2010 Cisco Syslems, Inc.

Cisco Unified Personal Communicator integrates the mostfrequently used communications applications and servicesintoa singledesktopsoftwareapplication. IP PhoneMessenger, a component ofCisco Unified Presence, enablesend users on Cisco Unified IP phones to receive, send, andreply to instant messages.

To enable Cisco Unified Personal Communicator and IPPhone Messenger for end users, several configuration stepson Cisco Unified Communications Manager and CiscoUnified Presence must be completed.

EnablementofCisco Unity Connection and Cisco Unified Presence 6-143

This module described the Cisco Unitv Connection and Cisco Unified Presence features for endusers. The module also covered the necessarv configuration sleps for Cisco UnifiedCommunicalions Manager. Cisco Unity Connection, and Cisco Unified Presence. The modulealso presented troubleshooting tips and common troubleshooting tasks.

References


• Svstem Admini:-,lnition (iuide for Cisco Unity Connection Release 8.x at:hltp;/'Www.ci>eo.com,cn:i;s/docs/voife_ ip..eomm/connec(ion/8.\/administraiion/guide-8\cucMig\.html

• DeploymentGuide for Cisco Unified Presence Release 8.0 at:http:'civco.com en US. does/voice ip_comm/cups/8 O/english/install upgrade/dcplovmenl/guide CUPdeptoy.html

• Cisco Unified Communications Manager features and Services (iuide. Release 8.0(1) at:hUp.'Vwnw.ci.co.comcn.'i'Sdocv'voiee ip comm/ciienvadinin/8 0 1/ccmfeal/tsiul-8fil-cm.html

6-144 Introducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc

Module Self-CheckUse ihe questions here to review what you learned in this module. The correct answers andsolutions are found in the Module Self-Check Answer Key.

Ql) Which statement describes the difference between SIP and SCCP integration of CiscoUnilv Connection? (Source: Understanding Cisco Unity Connection)

A) SCCP integrations cannot be secured.B) SIP integrations donot need MWI configuration.C) SCCP integrations donotneed MWI configuration.D) SIPintegrations cannot besecured.

Q2) Which ofthe following is not acall handler in Cisco Unity Connection? (Source:Understanding Cisco Unify Connection)

A) system call handlerB) interview handlerC) directory handlerD) application handler

Q3) The standard transfer rule in Cisco Unity Connection can be modified for publicholiday usage. (Source: Understanding End User and Voice Mailbox Characteristicsand Configuration Requirements)

A) true

B) false

Q4) What are three main parameters when creating anew Cisco Unity Connection enduser? (Choose three.) (Source: Understanding End User and Voice MailboxCharacteristics and Configuration Requirements)

A) user IDB) name

C) class of serviceD) extensionE) mailbox sizeF) user greeting fileG) business hours

Q5) The message aging policy and mailbox quotas can be defined al the system level, in theuser templates, orat the user level. (Source: Understanding End User and VoiceMailbox Characteristics and Configuration Requirements)

A) true

B) false

Q6) Which role isconfigured by default for end users? (Source: Understanding F.nd Userand Voice Mailbox ImplementationOptions)

A) Mailbox Access Delegate AccountB) Remote AdministratorC) 1lelp Desk AdministratorD) none

>2010 Cisco Systems. Inc Enablement ofCisco Unity Conneclion and Cisco Unified Presence 6-145

Q7) Which statement describes the self-enrollment process in Cisco Unity Connection?(Source: Understanding End User and Voice Mailbox Implementation Options)A) End users are configured automatically with the default settings.B) End users can use the TUI losetup their mailbox.C) Administrators use the self-enrollment process to create end users via the 1UID) None ofthe above describes the process.

Q8) Which four ofthe following are selectable bulk operations for users? (Choose four.)(Source: Understanding End User and Voice Mailbox Implementation Options)A) ConfigureB) Create

C) ImportD) ExportE) Delete

I ) Update

Q9) WInch is the default message aging policy for permanently deleting messages in theDeleted Items folder? (Source: Understanding End User and Voice MailboxImplementation Options)

A) 5da>NB) 10 davs

C) 15 davs

D) 20 davs

QIO) Which codec is not supported with Cisco Unified Personal Communicator? (Source:Understanding Cisco Unified Presence)

A) il BC

B) G.722

C) iSAC

D! G.728

Ql I) Which protocol usesCisco Unified Personal Communicator to communicate withCisco Unified Presence'.'(Source: Understanding Cisco Unified Presence)A) SIP

B) CTI

C) XMPP

D) IMAP

Q12) Which statement describes message compliance? (Source: Understanding CiscoUnified Presence)

A) Compliance saves chat messages in persistent chat rooms for group chats,B) Compliance allows auditing for administrators and reports about Cisco Unified

Personal Communicator usage.C) Compliance saves instant messages to an external PostgreSQI. server wilh

ODBC or to a compliance server with XMPP.D) Compliance allows end userslo save chat messages lo the local harddisk.


Q13) Which protocol is used between the CSF" device and Cisco Unified CommunicationsManager when using Cisco Unified Personal Communicator in softphone mode?(Source: Understanding Cisco Unified Presence)

A) SIP

B) CTI

C) XMPP

D) IMAP

Q14) Which two steps are not necessary when enabling an end user for Cisco UnifiedPersonal Communicator? (Choose two.) (Source: Enabling Cisco Unified Presence)

A) Assign license capabilities.B) Subscribe phone service.C) Create a CSF device.D) Configure the owner user ID.

Q15) Which ofthe following is acharacteristic ofCTI gateway profiles in Cisco UnifiedPresence? (Source: Enabling Cisco Unified Presence)

A) CTI gateway profiles apply onlyto IPPM users.B) CTI gateway profiles are only necessary when using Cisco Unified Personal

Communicator in softphone mode.C) CTI gateway profiles are created automatically by Cisco Unified Presence.D) CTI gateway profiles are used with voice-mail profiles.

Q16) Which two ofthe following are possible causes ofusers not being shown as "On thePhone" during an active call? (Choose two.) (Source: Enabling Cisco UnifiedPresence)

A) The SIP trunk between Cisco Unified Presence and Cisco UnifiedCommunications Manageris not configured correctly.

B) "Fhe lineassociation of end users is notconfigured.C) The CSS and partition ofthe directory number isnot configured correctly.D) "fhe Standard CTI Allow Control of Phones Supporting Xfer and Conf group is

notapplied for Cisco Unified 79xx Series IPPhone users.

Ql7) The IPPM service ishosted onthe Cisco Unified Communications Manager and mustbe applied as aphone service tothe devices. (Source: Enabling Cisco UnifiedPresence)

A) true

B) false

©2010Cisco Systems, Inc. Enablement ofCisco Unity Connection andCisco Unified Presence 6-147

Module Self-Check Answer KeyOh B

o:> 11

():• i B

QU A. B. 1)

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Q"> R

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Introducing Cisco Voice and Unified Communications Administration (ICOMM) u8.0 ©2010 Cisco Systems, Inc.

Module 7

Cisco Unified CommunicationsSolutions Maintenance

OverviewThe Cisco Unified Communications solutions provide awide range of tools to —n_troubleshoot monitor or recover Cisco Unified Communications applications. The problemSvSS ?roblems in Cisco Unif,cd CommunicatuTand can * ,^with IZCisco Unified Reporting or the Cisco Unified Real-T-me Monitoring IoolTwYWn The Disaster Recovery System allows the administrator to perform backup andrel^e tasks o!i ctco Unified Communications Manager, Cisco Unify Connection, or CiscoUnified Presence.

This module present, the monitoring, troubleshooting, maintenance, and disaster recover, toolsavailable in Cisco Unified Comniunications solutions.

Module ObjectivesUpon completing this module, you will be able to describe how to maintain aCisco UnifiedCommunications solution. This ability includes being able to meet these objectives.. Describe how to provide end-user support in case ofbasic conneetivily or voice quality

issues

Describe Cisco Unified Communications Manager reports and how the> arc generated. Describe Cisco Uniiied Communications Manager CAR tool reports and how they are

generated

• Describe Cisco Unified RTMT and use itfor system monitoring. Describe the monitoring options in Cisco Unity Connection and how they can be used to

monitor voice mail usage

Describe the Disaster Recovery System and how it is used for backup and restore tasks in CiscoUnified Communications systems

Lesson 1

Providing End-User Support

OverviewIn a VoIP environment, the administrator must understand how lo successfully troubleshootproblems. Issues can occur asa result of switch misconfigurations, DHCP, or bandwidthproblems. "Fhe CiscoUnified Comniunications Manager offers features thatallowyoulo avoidbandwidth problems and commands to verify configurations.

ObjectivesUpon completing this lesson, youwill be ableto describe howto provide end-user support incase of basicconnectivity or voicequality issues.This ability includes being able to meettheseobjectives:

• Explain thegeneral troubleshooting approach andthephone registration troubleshootingprocess

• Explain the VUAN concept for data and voice networks

• Explain the QoS model together with CAC

Troubleshooting Phone Registration IssuesIhis topic describes how to troubleshoot phone registration issues and the problem-solvingmodel.

Probiem-Soiving Model

The following problem-solving model is one example of a systematic troubleshooting method:

• Analv /e the network problem and create a clear problem statement. Define symptoms ofihe problem and the potential causes.

• Gather the facts that you need to isolate possible causes and use the results lo narrow thelist of potential causes to the most likely source. In an ideal situation, it is possible tonarrow the problems down lo the root cause. If a rool cause ofthe problem cannot bedetermined, exclude as many options as possible by gathering facts using tools or methodsappropriate for the problem.

• Consider the most likely possible causes that are based on the facts that were gathered.

• Create an action plan to resolve the possible causes. Begin wilh the most likely problemand devise a plan that is designed to manipulate only one variable.

• Implement the action plan.

• Analyze the results to dcterniine whether the problem has been resolved.

• Ifthe problem has not been resolved, create an action plan to resolve the next mostprobable cause on the list. Return to the action plan and repeat the process.

• Ifthe problem was resolved, consider the process complete and document any changes, iheroot cause of the problem, and the steps lhat resolved the problem.

If problems were not previouslv approached systematically or if a problem-solving model hasnot been used previously, administralors may find that il takes longer initially, but ultimately itsaves time.


Sample Network ProblemAs\ stcmatic approach to troubleshooting consists of asequence of steps. First, define theproblem clearly and sufficiently.

Sample Network Problem:Define the Problem

Example: Network Problem

Site A SiteBAudio Stream Fails

^WAN

SIP Trunk

The figure shows asample network problem. The VoIP team received a problem report thatstates the following:

• A user incluster A initiates a call to a user incluster B. IP phone Brings, butassoon as theuseranswers the telephone, theuserhears a fast busy signal.

Define the Problem

Refer tothe problem-solving model and proceed through the problem-solving process asfollows:

• Define the problem in terms ofa set ofsymptoms and the associated causes. Ideally, whendefining the problem, compare the current network configuration and performance againsta network baseline.

• A baseline is a set of data lhatis collected from targets afterinstallation. Usethe baselinedata for comparison with real-time data.

• Begin bv identifying the general symptoms. Next, determine what possible problems thesesy mptoms may indicate. The problem statements must refer to the baselines that havealready been established for the network. Itshould bepossible to identify the characteristicsofthe network when the network is performing asexpected (the baseline). Inaddition, it isnecessary tohave knowledge ofaspects of the network that have changed since the lastrecord of baseline performance.

• Fhe definition ofthe problem should bevery much like theproblem report itself. In thesample network problem, for example, the user incluster Areported that when attemptinglo call a user in cluster B. the telephone ringsbut returnsa fast busy signal whenanswered.

) 2010 Cisco Systems, Inc. Cisco Unified Communications Solution Maintenance

While defining the problem, the administrator should already be thinking about the possiblecauses oftheproblem. Perhaps the administrator will remember a recent modification ofthe Cisco I nified Communicalions Manager region configurations. This approach canprov ide a head start in the right direction and may provide aouick \'ix !o the problem.

Introducing CiscoVoice and Unified Communications Administration fICOMM] vS0 ©2010 CiscoSystems. Inc

Gather FactsThis figure describes the process of collecting information about the network prob_cm.

Gather Facts

When gathering facts about aproblem, it is importantto accurately interview end users:• When did the problem first occur?• Is the problem intermittent or does it always occur?• if it is intermittent, is there apattern to the time of day that it

occurs?

• Are there any messages or tones that play, or does thedevicesimply disconnect?

Define the Problem

Gather Facts

When gathering facts about the problem, it is important to accurately interview end users to geta^l of the pertinent details ofthe problem. Here are some example questions to use wheninterviewing an end user:

When did the problem first occur?

Is the problem intermittent or does it always occur?Ifitis intermittent, does it occur at aparticular time ofday?Arc there any messages or tones that play, or does the device simply disconnect?What does the display ofthe device read vvhen the problem occurs?Is anyone else having this problem?Which digits are being dialed? Should the call go across an intercluster trunk (ICT) orthrough the public switched telephone network (PSTN)?

Fhis list is not exhaustive but provides aplace to start. Based on the knowledge of the systemand the problem being reported, additional questions may be necessary-Some businesses have front-line interviewers who use atriage script with end users in order toLTeni'ne the level at which the problem should be managed. This course does not reomre theuse of scripts, but thev may work well in the enterprise environmentIt is also important for administrators to know whal works for the user. Eor example jfa user ishaving problems calling one extension, f.nd out what extcns.ons the user can call. Ihisknow ledge will assist in narrowing the scope of the problem.In addition, the administrator should question other key people who are involved^ith thenetwork, such as network administrators and managers. This approach will clarify the call paththat is used by the failed call.

© 2010 Cisco Systems. IncCisco Unified Communicalions Solution Maintenance

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7-8 Introduang Cisco Voice and Unified Communicalions Administration (ICOMM) v8 0©2010Cisco Systems.

Mjp

Sample Network Problem: Gather FactsIt is important to interview the end users.

Sample Network Problem:Gather Facts

Gathering the facts:• Interview end users

• Verify Cisco UnifiedCommunicationsManager configuration

* Verify routerconfiguration

• Use log files anddebug commands

• Use tools, such asnetwork analyzers orCisco UnifiedCommunicationsManager trace files ' Unified CM = Cisco Unified Communications Manager

Fhe usercanprovide critical information that may nolbe found in an email trouble ticketor atelephone call."Fhe following is an example interview of the userof IPphone A:

• Question: Doyou alwaysreceivea fast busy signalwhencalling IP phone B?Answer: Thisproblem seems to happen intermittently. It started about twomonths ago. butonly occurred from time to time. Recently, it has been occurring quite frequently.

• Question: Have you changed the configuration of your telephone in any way?Answer: No.

• Question: At which time during the day did the problem occur?Answer: The problem seems to occur most during busy times ofthe day.

• Question: Do calls to IP phones al the same site as phone A work?Answer: Yes.

• Question: Do calls to other phones at the same site as phone B work?Answer: Sometimes.

After the administrator gathers and considers the information from the end user, theadminislrator begins by verifying Ihe Cisco Unified Communications Manager and routerconfigurations. The administrator realizesthat the IP phones in cluster B are all first-generationCisco Unified IP phones that support G.711 and G.723 coder-decoders (codecs). The CiscoUnified IP phones in cluster A arc second-generation Cisco Unified IP phones, which supportG.711 and G.729 codecs. Upon verifying the Cisco Unified Communications Manager regionconfiguration, the administrator sees that the Cisco Unified Communications Manager isconfigured to require a G.729 codec when communicating between clusters. 1lowever, becausethe user said that the problem is intermittent, is it possible that the problem directly relates tothis configuration issue?

)2010 Cisco Systems, Inc Cisco Unified Communications Solution Maintenance

For these iy pes of problems, tools that can gather information in real time can also be useful.For example, the administrator could have the user ofCisco Unified IP phone Aattempt to callthe Cisco Unified IP phone Buser while performing arouter debug, capturing data through anctworkanaly/er. or logging llie call selup process through Cisco Unified CommunicationsManager trace files.


Consider Possibilities

This figure descrinetwork.

nines

crihes the process ofdetermining the potential problems on the IP telephony


When all facts are gathered, consider the potentialproblems based on those facts:• Set boundaries to help isolate the network problems.• Remove irrelevant network details from the set of items to

check.

Define the Problem.

Gather Facts'


After all av ailable facts are gathered, consider the potential problems that are based on thosefacts. Set boundaries to help isolate the network problems. Remove irrelevant network detailsfrom the setof items to check. You can also eliminate entire classes of problems thatareassociated with svstem software and hardware.

) 2010 Cisco Systems. Inc. Cisco Unified Communications Solulion Maintenance 7-11

Sample Network Problem: Considering PossibilitiesReferring to the sample network problem, consider llie possibilities may be able to cause theproblem.

Sample Network Problem:Considering

Possible Problems:

• Incorrect Regiondefinitions

• Codec mismatch

• No transcodingresources

• Access list on router

• RTP header

compressionmismatch

• Unified CM - CiscoUnified Communications Manage

By brainstorming with the data gathered from the sample network problem, the adininistralormay determine a few possible causes, which could include the following:• Incorrect region definitions

• No transcoding resource

• Access list on router

• Real-lime Iransport Protocol (RIP) header compression mismatch

Use the appropriate tools ormethods logather facts that will help to eliminate asmanv oftheoptions as possible. In this example, the following information is gathered:

• Ihe administrator uses a network topology diagram and discussions with the networkadministrator to discover the call path. The call path goes across a Frame Relay-based ICTbetween the two clusters.

• Ihroiigh further discussions with the VoIP team. Ihe administrator learns that the endpointsin cluster Acan use Ci.71 I or(i.729 and the devices in cluster Bonly support (i.71 I andG.723. Due to bandwidth constraints. G.71 I cannot he used. The region settings are ruledout and theadministrator of site Bconfirms thatthe codec settings arecorrect andhave-worked in the pasl.

7-12 Introducing CiscoVoice and UnifedCommunications Administration (ICOMM) «80 ©2010 Cisco Systems, Inc

The administrator eliminates the router access lisl and RTP header compression mismatchoptions because on occasion the calls do connect.The most likclv remaining possibility is a lack oftranscoding resources. Use the PerformanceMonitor counters in the Cisco Unified Real-Time Monitoring Tool (RTMT) to confirm that alack of transcoding resources is the problem. In addition, to help confirm the root cause oftheproblem, the administrator can set an alert to send amessage when no transcoding resources arcavailable.

12010 Cisco Systems. Inc Cisco Unified Communicalions Solution Maintenance 7-13

Create Action Plan

7-14

After considering these possibilities, ereale an action plan for the most likclv solution.

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Create Action Plan

Consider the most likelypossibility from the list:

* Break the problem into smallsteps.

* Start from the troubleddevice and work outward.

* At each step, determine ifthe network is functioningproperly.

* Collaborate with others todevelop an action plan.

Create Action Plan

When creating an action plan, try loemploy a "divide-and-eonquef policy ifmultiplepossibilities remain. Consider the most likely possibililv from the lisl anddetermine themethods that can he used lo correct the problem.

Inorderto create a clearaction plan, break ihe problem into small sleps. Start from thedev icethat is experiencing a problem and workoutward, Al eachstep, dclerminc ifthe network isfunctioning properly . Fhis process will help lo Iracea path between the device that isexperiencing the problem and the sourceofthe problem.

Work with others to develop an action plan, especially if expertise in specific otherareas isneeded. Fhis approach will savelime andyou will gainexperience inotherareas.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) w80 ©2010Cisco Systems Inc

Sample Network Problem: Action PlanAfter considering all possibilities and narrowing the options to the most likely cause, or ideallyto the continued root cause, the action plan should rcfiect a solution that is directly related tothe problem.

Sample Network Problem:Action Plan

It was confirmedthat the transcodingresources were

running short duringheavy usage times:

• Add additionaltranscodingresources

• Or, limit the numberof calls

' Unifed CM - Cisco Unified Communications Manager

In the sample problem, itwas confirmed that the transcoding resources were insufficient duringheav yusage times. The solution tothis problem istoadd additional transcoding resources ortolimit the number of calls.

Depending on the overall cost, the administrator may decide to replace the Cisco Unified IPphones in the cluster with Cisco Unified IP phones that support the G.729 codec. However,before making any purchases, the administrator should perform extensive monitoring ofthetranscoding resources toensure that these resources are the true cause ofthe problem.

)2010 Cisco Systems, Inc Cisco Unified Communications Solulion Maintenance 7-15

Implement Action PlanThis subtopic describes how to properly implement the action plan.

Implement Action Plai

When executing the actionplan, be as specific aspossible:

• Carefully implement each step.

* Keep track of exactly what willbe tested

* Limit the impact of (hechanges on other users.

" Minimize the extent or durationof potential security lapses,such as removing ACLs

Implement Action Plan

lie as specific as possible vvhen developing and executing the action. Fhe plan must identify aset ol steps that will be executed, and each slep must be carefully implemented. It is bestto listthe action plan asa step-by -slep process. IIse this documented, systematic action plan to takenotes while implementing the plan. 1his allowsyou lo track successes and failures.Administralorsshould never change more than one variable at a time. If more than one variableischanged alone time, ilwill bedifficult to determine the final solution to the problem.

The following are other items that should beconsidered during the implementation oftheaction plan:

• Make sure that the changes that were made donol make llie problem worse. Ifthechangesdo make the problem worse, reverse the changes.

• Limit the impact oflhe changes on other users.

• Minimize the extent orduration ofpotential securitv lapses, such as removing anaccesslist.

In addition to fully backing upCisco Unified Communicalions Manager, Cisco UnifiedPresence, or Cisco Unity Conneclion Server, maintain backup configurations ofthe routers andswitches in the network.

Inlroducing Cisco Voice and Unified Communications Adminislration (ICOMM) v8 0 ©2010 Cisco Systems, Inc.

Observe Results"Fhis topic descnbes the methods that are used to ensure that the action plan resolved the issue.

Observe Results

Be sure to gather resultsbased on the action plan:

• Determine ifthe problem isresolved.

• Verify that no other problemswhere created.

• Document the solution inaddition to the action planprocess.

Create Action Plan

Implement A4tiort:p!an

Observe Results

After manipulating a variable to find a solution toa problem, be sure togather results that arc-based onthe action plan and detemiinc whether the problem is solved. If it resolved theproblem, make sure todocument the solution in addition to the action plan process.

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Restart the Problem-Solving ProcessThis subtopic describes where to begin ifthe initial action plan fails.

Restart the Problem-Sol

Ifthe problem still exists,restart the process:

• Limit the possibilities usingresults ofthe last actionplan.

* Narrowing of the possibilitiesshould be an ongoingprocess.

• Back out Ihe action beforecreating a new action plan

Create Action Wan

Restart the Process

After observing the results and determining that the problem still exists, restart the processusing the listof possibilities thatwere based on the facts gathered. With the result ofthe lastaction plan, ihe administrator will be able lonarrow the possibilities. Narrowing of thepossibilities should be an ongoing process.

If iheprevious action plan results ina desirable configuration hutdoesnotsolve the root cause,then leave the action implemented and create another action plan. Ifthe previous action doesnot solve the problem, and the adminislrator do not consider the results lo be a desirablepermanent slate, then the action should bebacked outbefore creating a new action plan.

Introduang Cisco Voice and Unified Communications Administration (ICOMM) v8 0 )2010 Cisco Systems. Inc.

Document ResultsAs soon as the problem is solved, document the work according to the practices and proceduresofthe enterprise.

Document Results

Documentthe wrk according to the practices andprocedures of the enterprise:• Documentationmaintains the steps to solve the problem

• Provides a back-out plan in case the fixes applied worsen thesituation overtime

• Serve as a historical record for future reference

Observe Results

Document Facts

Problem Solved

Yes±Do

symptom

atop?

Reasons forcreating documentation include the following:

• Documentation maintains the exact steps that were taken to solve the problem.

• Documentation provides a back-out plan in case the changes lhat were applied worsen thesituation over time.

• Documentation oftheproblem and resolution serve asa historical record for futurereference.

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Troubleshooting IP Phone RegistrationIhis figure describes troubleshooting problems with IP phone registrant

roubles ing

Troubleshooting IP phone registration is similarfor CiscoUnified Communications Manager Express and Cisco UnifiedCommunications Manager.

Cisco Unified

Communicalions

Manager Express

10 1 1 1

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IP Phones

Cisco Unified

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Manager

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IP Phones

Troubleshooting IP phone registration is similar for Cisco Unified Communications Managerand Cisco I!nificd Communications Manager Lxpress.

7-20 Introducing Cisco Voice and Unified Communicalions Adminislration (ICOMM| v80 ©2010 Cisco Systems. Inc

Divide-and-Conquer MethodologyThis subtopic describes amethodology for troubleshooting problems with IP phoneregistration.

Divide-and-Conquer Methodology

IP phone registration problems can bebroken down into keyareas of failure based on the registration sequence:O Local to theIPphone0 VLAN orCatalyst switch mismatches0 DHCP problems0 TFTPfiledownload issues0 Cisco Unified Communications Manager registration

A IP Phone

Cisco Unified

Communications

Manager

Atroubleshooting methodology helps when trying to isolate problems with IP phoneregistration and is the simplest methodology. Each section can be looked at separately.IP phone registration problems can be broken down into key areas or failure lhat is based on theregistration sequence:

• Local to the IPphone

• VLAN or CiscoCatalystSwitchmismatches

• DHCP problems

• TK LP file download issues

• Cisco Unified Communications Manager registration

Agood understanding ofthe separate areas ofthe registration process usually results in fastertroubleshooting. The troubleshooting methodology isthe same for Cisco UnifiedCommunications Manager and Cisco Unified Communications Manager Express.

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Troubleshooting: No IPAddressThe initial stages oftroubleshooting IP phone registration tend to be focused on ihe networkinfrastructure.

Troubleshooting: No IP Address

• Verify IPphone has DHCP enabled and received VLAN ID• CheckCatalyst switch configuration

Port and VLAN mismatches

• Verify DHCP serveris lunning and IP pool configurationDHCP pool has available IP addresses

Subnet mask, default gateway, option 150

Cisco Unified

Communications

Manager

Ihe IPphone has aphysical connection to a switch. The switch port and VLAN configurationmust be correct for the IP phone voice and dala VLANs.

Ifthe VLANs are working correctly, the IPphone will attempt toacquire an IP address from aDHCP server. Verily that DHCP is enabled on the IP phone. Perform the following to verifvthe IPphone DHCP configuration: Click Settings and select Network Configuration (option2). Scroll downto the DHCP Enabled parameter andensure that it is set lo Yes.

Verifv that the DHCP server is running and has available IP addresses in the DHCP IP poolconfiguration. Verify the following DHCP parameters:

• Starting and ending IP address range and subnet mask

• Default gateway

• TTTP server option 15(1

The DHCP response contains the phone IP address and the IP address of the Tl'I'P server. Toverify the IP phone configuration, do the following:

• Click Settingsand select NetworkConfiguration (option 2). Scroll down andcheck the IPconfiguration.

• Verify that ihe DHCP Server field contains the correct DI ICP server.

• Verify that ihe IP address field conlains an IP address in Ihe correct subnet range.

• Verify lhat the TL IT1 Server I field contains the correct IT IP server.

Introduang CiscoVoice and Unified Communications Administration (ICOMM] v8 0 ©2010 Cisco Systems. Inc

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