Unison Administration Guide 1.1

UNISON © 2008 Unison Technologies, Inc. All rights reserved.

Administration Guide

UNISON • Administration Guide 2

Contents

About this Guide........................................................................................................................................ 10

Main topics covered in this Guide.......................................................................................... 10

Conventions: fonts and characters with special meaning ....................................................... 11

Chapter 1: Overview of Unison ........................................................................................................... 12

Directory server ..................................................................................................................... 14

Example 1: Unison Desktop client connects to Unison Server................................................. 15

Server components supporting e-mail.................................................................................... 15

Mail Transfer Agent .................................................................................................. 16

Anti-Virus.................................................................................................................. 17

Spam Filter................................................................................................................ 17

Mail server ................................................................................................................ 17

Authorization server.................................................................................................. 18

Example 2: Sending and receiving e-mail messages ............................................................... 18

Instant Messaging server ....................................................................................................... 20

Example 3: Instant message and presence information exchange .......................................... 21

Server components supporting VoIP telephony...................................................................... 22

Phone Registrar......................................................................................................... 22

Call Router................................................................................................................ 23

AAA server................................................................................................................ 24

RTP proxy server........................................................................................................ 24

TFTP server................................................................................................................ 25

Voice Mail server....................................................................................................... 25

Media server ............................................................................................................. 25

IVR server.................................................................................................................. 25

Example 4: Auto configuration of an IP phone ...................................................................... 26

Example 5: IP phone registration on the Phone Registrar ....................................................... 27

Example 6: Phone call processing .......................................................................................... 28

Example 7: Generating and delivering voice mail ................................................................... 30

Example 8: Playing music on hold.......................................................................................... 31

Example 9: Voice menu processing........................................................................................ 32

Calendar server ..................................................................................................................... 32

Example 10: Calendar event processing................................................................................. 33

Contents


Unison Control Panel............................................................................................................. 34

Command server ................................................................................................................... 34

Database server ..................................................................................................................... 35

Unison License Server ............................................................................................................ 35

Technical summary................................................................................................................ 36

Unison Server certificates....................................................................................................... 38

Unison distribution ................................................................................................................ 38

Chapter 2: System requirements ......................................................................................................... 39

Unison Server host and the network environment ................................................................. 39

Unison Server administrator’s PC........................................................................................... 40

Unison user’s PC.................................................................................................................... 41

Unison user’s IP phone .......................................................................................................... 42

Connection with Unison License Server ................................................................................. 42

Chapter 3: Installing Unison Server..................................................................................................... 43

Logging on to the server host................................................................................................ 43

Logging on locally ..................................................................................................... 44

Logging on remotely using a Unix-based PC.............................................................. 44

Logging on remotely using a Windows PC ................................................................ 44

Downloading the distribution archive .................................................................................... 46

Setting the access permissions for the distribution archive file ............................................... 46

Running the archive file and setting the database administrator’s password.......................... 47

Troubleshooting. Issues that must be resolved....................................................................... 50

SELinux is enabled..................................................................................................... 50

Wrong user............................................................................................................... 51

Insufficient disk space ............................................................................................... 51

my.cnf exists ............................................................................................................. 51

/var/lib/ums/ or /var/spool/ums/ already exists ............................................................ 51

Unison Server ports are busy ..................................................................................... 52

Domain name does not exist or is not valid or is not associated with any IP address ..... 52

End User License Agreement has not been accepted................................................. 52

PuTTY: an SSH client for Windows......................................................................................... 53

Downloading PuTTY.............................................................................................................. 53

Opening a terminal window: additional remarks ................................................................... 53

Configuring wget to use a Web proxy server......................................................................... 54

Contents


Chapter 4: Basics of working with Unison Control Panel.................................................................. 56

Registering and activating Unison Server ............................................................................... 56

Logging on to Unison Control Panel ...................................................................................... 57

Overview of the workspace ................................................................................................... 58

Visual hints in Unison Control Panel ...................................................................................... 59

Default objects ...................................................................................................................... 60

Inactive objects...................................................................................................................... 60

Units of measure for time and size, time format .................................................................... 60

Selecting objects in tables...................................................................................................... 61

Using double-clicks to perform ‘default’ actions .................................................................... 61

Sorting the information in tables ........................................................................................... 62

Using Quick Search ............................................................................................................... 62

Searching in a whole table or list............................................................................... 63

Searching in one of the table columns ...................................................................... 63

Displaying all table records after quick search............................................................ 63

Using Advanced Search ......................................................................................................... 64

Searching for objects................................................................................................. 64

Displaying all table records after advanced search ..................................................... 65

Hiding the Advanced Search pane............................................................................. 66

Changing the password ........................................................................................................ 66

Logging off from Unison Control Panel ................................................................................. 66

Troubleshooting .................................................................................................................... 66

Unison Control Panel cannot be accessed ................................................................. 66

Unison Control Panel does not perform as expected ................................................. 69

Display of mixed content in Microsoft Internet Explorer is not enabled...................... 69

Unison Server cannot connect to Unison License Server ............................................ 70

License is invalid........................................................................................................ 70

Chapter 5: Testing the installation ...................................................................................................... 71

Chapter 6: Adding IP phones to the Unison network........................................................................ 73

What should be specified on Unison Server? ......................................................................... 73

What should be specified in the configuration of a phone?................................................... 74

Using Cisco IP phones ........................................................................................................... 75

Contents


Chapter 7: Monitoring and controlling Unison Server ...................................................................... 76

Managing services and license and viewing system usage statistics........................................ 76

Service and server basics ........................................................................................... 77

License basics............................................................................................................ 77

Accessing the System Status page............................................................................. 77

Repairing a service .................................................................................................... 77

Viewing servers of a service....................................................................................... 78

Getting information about buying a license............................................................... 78

Changing a license.................................................................................................... 78

Managing servers .................................................................................................................. 80

Server basics ............................................................................................................. 80

Accessing the Servers page ....................................................................................... 82

Viewing and modifying configuration information for a server .................................. 82

Starting and stopping the servers .............................................................................. 84

Monitoring the system .......................................................................................................... 84

Monitoring basics...................................................................................................... 84

Accessing the System Monitoring page ..................................................................... 84

Viewing details.......................................................................................................... 85

Viewing statistical reports...................................................................................................... 85

Accessing the Statistics page..................................................................................... 86

Specifying a time period for statistical reports ........................................................... 86

Viewing system logs .............................................................................................................. 87

Accessing the System Logs page ............................................................................... 87

Viewing log records based on search conditions ....................................................... 87

Chapter 8: Populating Unison Server with data ................................................................................ 89

Process overview ................................................................................................................... 89

Managing organization settings ............................................................................................ 90

Organization settings basics ...................................................................................... 91

Accessing the Settings page...................................................................................... 92

Creating a new department ...................................................................................... 92

Deleting departments................................................................................................ 92

Changing default settings ......................................................................................... 93

Specifying proxy settings ........................................................................................... 97

Contents


Managing e-mail domains ..................................................................................................... 98

Domain basics........................................................................................................... 98

Accessing the Domains page..................................................................................... 99

Creating a new domain............................................................................................. 99

Editing the properties of an existing domain ........................................................... 100

Deactivating domains.............................................................................................. 100

Activating domains ................................................................................................. 100

Deleting domains .................................................................................................... 100

Assigning the default domain to the organization or a department......................... 101

Managing mailboxes ........................................................................................................... 101

Mailbox basics......................................................................................................... 101

Accessing the Mailboxes page................................................................................. 103

Deactivating mailboxes............................................................................................ 103

Activating mailboxes ............................................................................................... 104

Editing the properties of a mailbox.......................................................................... 104

Managing incoming call providers and outgoing call providers ............................................ 106

Call providers basics ................................................................................................ 106

Accessing the Incoming Call Providers and Outgoing Call Providers pages ...................... 110

Creating providers of the incoming and outgoing calls............................................ 110

Editing the properties of incoming and outgoing call providers ............................... 112

Making an outgoing call provider the default one................................................... 112

Deleting incoming and outgoing call providers........................................................ 112

Deactivating incoming and outgoing call providers ................................................. 113

Activating incoming and outgoing call providers ..................................................... 113

Managing phone numbers .................................................................................................. 114

Phone number basics .............................................................................................. 114

Accessing the Phone Numbers page........................................................................ 115

Creating phone numbers ........................................................................................ 115

Editing a phone number.......................................................................................... 116

Editing ranges of phone numbers ........................................................................... 117

Deleting phone numbers......................................................................................... 117

Deleting a range of phone numbers........................................................................ 118

Deactivating phone numbers .................................................................................. 118

Activating phone numbers ...................................................................................... 118

Contents


Managing extensions .......................................................................................................... 119

Extension basics ...................................................................................................... 119

Accessing the Extensions page ................................................................................ 120

Creating extensions................................................................................................. 120

Editing extensions ................................................................................................... 121

Deleting extensions ................................................................................................. 122

Deactivating extensions........................................................................................... 122

Activating extensions .............................................................................................. 122

Defining extension length ....................................................................................... 122

Managing phone devices..................................................................................................... 123

Device basics........................................................................................................... 123

Accessing the Phone Devices page .......................................................................... 124

Creating a new device............................................................................................. 124

Editing the properties of a device ............................................................................ 125

Deleting devices ...................................................................................................... 126

Deactivating devices................................................................................................ 126

Activating devices ................................................................................................... 127

Managing hunt groups........................................................................................................ 127

Hunt group basics ................................................................................................... 127

Accessing the Hunt Groups page ............................................................................ 129

Creating a hunt group ............................................................................................ 130

Editing the properties of a hunt group .................................................................... 132

Managing hunt group members ............................................................................. 133

Deactivating and activating hunt groups ................................................................. 136

Deleting hunt groups .............................................................................................. 136

Managing voice menus ....................................................................................................... 136

Voice menu basics................................................................................................... 137

Accessing the Voice Menus page ............................................................................ 141

Managing sounds ................................................................................................... 142

Creating a root voice menu..................................................................................... 143

Overview of working with voice menus................................................................... 147

Creating, editing, and deleting actions.................................................................... 148

Creating and deleting nodes ................................................................................... 149

Navigating in voice menus ...................................................................................... 151

Contents


Editing node properties ........................................................................................... 152

Deactivating voice menu entry points...................................................................... 153

Activating voice menu entry points ......................................................................... 153

Deleting voice menu hierarchies.............................................................................. 153

Configuring entry points ......................................................................................... 154

Using the Admin Menu to edit voice menus by phone ............................................ 160

Configuring access to the Admin Menu .................................................................. 161

Managing Music on Hold .................................................................................................... 162

Music on Hold basics............................................................................................... 162

Accessing the Music on Hold page.......................................................................... 162

Adding a sound track.............................................................................................. 162

Editing the properties of a sound track.................................................................... 163

Changing position of a sound track ........................................................................ 164

Deactivating and activating sound tracks................................................................. 165

Deleting sound tracks.............................................................................................. 165

Managing user accounts ..................................................................................................... 166

User account basics................................................................................................. 166

Accessing the User Accounts page .......................................................................... 170

Creating a new user account .................................................................................. 170

Specifying phones, phone numbers, and extensions................................................ 177

Specifying ACD rules............................................................................................... 183

Editing a user account............................................................................................. 189

Deactivating and activating user accounts ............................................................... 191

Deleting user accounts ............................................................................................ 191

Managing address books..................................................................................................... 191

Address books basics .............................................................................................. 192

Accessing the Address Books pages ........................................................................ 194

Creating an organization address book ................................................................... 194

Creating a department book................................................................................... 195

Editing address books ............................................................................................. 195

Assigning address book administrators.................................................................... 196

Creating and editing contacts ................................................................................. 197

Creating distribution lists and specifying distribution list administrators ..................... 198

Editing distribution lists ........................................................................................... 199

Deleting address books ........................................................................................... 200

Contents


Chapter 9: Backing up and restoring data. Recovering and upgrading Unison Server ................ 201

The migrate.pl utility: location and command-line syntax..................................................... 201

Accessing the migrate.pl help.............................................................................................. 201

Backing up the data ............................................................................................................ 202

Restoring the data from a backup ....................................................................................... 202

Recovering Unison Server .................................................................................................... 203

Upgrading Unison Server..................................................................................................... 203

Chapter 10: Migrating data from Microsoft Exchange Server .......................................................... 205

Preparing for data migration: specifying user accounts ........................................................ 205

The migrate_exchange.pl utility: location and command-line syntax........................................ 205

Accessing the migrate_exchange.pl help ............................................................................. 206

Migrating data from Microsoft Exchange Server to Unison Server........................................ 207

A note about the domain name .......................................................................................... 207

Chapter 11: Working with Unison Desktop on Windows ................................................................. 209

Installing Unison Desktop .................................................................................................... 209

Starting Unison Desktop...................................................................................................... 211

Setting up a proxy server in Unison Desktop........................................................................ 211

Accessing Unison Desktop Help........................................................................................... 212

Chapter 12: Working with Unison Call Manager ............................................................................... 213

Installing Unison Call Manager ............................................................................................ 213

Starting Unison Call Manager.............................................................................................. 214

Accessing Unison Call Manager Help................................................................................... 215

Chapter 13: Working with Unison Desktop on Linux ........................................................................ 216

Installing Unison Desktop on Linux ...................................................................................... 216

Starting Unison Desktop on Linux........................................................................................ 217

Setting up a proxy server in Unison Desktop on Linux.......................................................... 217

Accessing Unison Desktop Help on Linux............................................................................. 217

Glossary ........................................................................................................................................... 218

Appendix: Copyright information ..................................................................................................... 226

Open source licenses ........................................................................................................... 231


About this Guide

This Guide is intended for administrators of Unison™, a unified communications system by Unison

Technologies, Inc.

The document focuses mainly on the topics related to installing, operating and maintaining Unison

server software. Information is also provided concerning administration of the Unison client

software as well as associated hardware such as fixed IP phones.

Main topics covered in this Guide

Chapter 1: Overview of Unison is an introduction to Unison. It discusses the main Unison server

components and gives examples of how those components interact with each other in typical

situations. The chapter also contains a technical summary for Unison server components – a useful

source of reference for configuring the network environment in which Unison Server operates.

Chapter 2: System requirements contains requirements for the hardware devices that can be used in

Unison as well as the requirements for the network environment and configuration that have to be

satisfied for Unison to run properly.

Chapter 3: Installing Unison Server provides instructions related to the installation of Unison Server.

Chapter 4: Basics of working with Unison Control Panel is an overview of Unison Control Panel, the

administrator’s instrument for managing every aspect of Unison Server’s operation.

Chapter 5: Testing the installation contains an outline of the procedure that you can use to start

building the Unison network for your organization and check its basic functionality.

Chapter 6: Adding IP phones to the Unison network is a brief overview of configuration tasks

performed on the server and the client sides when adding phones to the Unison network.

Chapter 7: Monitoring and controlling Unison Server discusses Unison Control Panel features that

you can use for monitoring and controlling Unison Server’s operation.

Chapter 8: Populating Unison Server with data describes the information objects defining Unison

Server behavior and the ways to create and manage those objects.

Chapter 9: Backing up and restoring data. Recovering and upgrading Unison Server discusses the

utility program migrate.pl intended for making Unison Server data backups and uploading the

data onto Unison Server from the backups created earlier.

Chapter 10: Migrating data from Microsoft Exchange Server discusses the utility program

migrate_exchange.pl intended for migrating data from Microsoft Exchange Server to Unison

Server.

Chapter 11: Working with Unison Desktop on Windows contains the instructions related to

installation of the Unison Desktop client on Windows.

About this Guide


Chapter 12: Working with Unison Call Manager provides installation instructions for Unison Call

Manager.

Chapter 13: Working with Unison Desktop on Linux discusses installation of Unison Desktop on

Linux.

Glossary provides explanations of the terms and abbreviations used in this Guide.

Appendix: Copyright information contains copyright information for Unison and other software

used in Unison.

Conventions: fonts and characters with special meaning

The following typographic conventions are used in this Guide:

• ALL UPPERCASE is used for keyboard key names.

Example: Press ENTER.

• Bold is used for names of graphical user interface elements (names of menus, menu

commands, buttons, fields, and so on).

Example: Click Start and then click Run.

• Fixed width font is used for text that you type (such as in a command-line interface),

names of files and directories, console output of certain programs, and so on.

Example: Type reboot and then press ENTER.

• + (the plus sign) in key combinations means simultaneously pressing the corresponding keys.

Example: Press CTRL+C.

This means that you should press the CTRL and C keys simultaneously.

• [some text] (text enclosed in square brackets) is a placeholder. The sequence of characters

starting from the opening bracket and ending with the closing bracket represents some other

sequence of characters and, consequently, is or must be replaced.

Example: Type ssh root@[host] where [host] is the hostname (domain name) or an IP

address of the remote server host.

This means that you must type the actual hostname or IP address in place of [host].


Chapter 1: Overview of Unison

Unison™ is a unified communications system based on client-server architecture.

Built around Unison Server™, the system can be accessed by a wide variety of hardware devices

including personal computers and phones as well as pocket PCs, PDAs and smart phones (see Figure

1–1).

Unison network

Other personal phone

or cell phone

Smart phone

PDA or Pocket PC

IP ( e.g. Cisco) phone

Unison Server

Unison Desktop

client

Unison Desktop and

Unison Call Manager

clients

Figure 1–1: The Unison network can be accessed by PCs with Unison Desktop and Unison Call Manager installed as well as

IP and other phones. Mobile devices such as pocket PCs, PDAs and smart phones can also be used in the Unison network.

The Unison software includes Unison Server™ for Linux and Unison Desktop™ clients for Windows

and for Linux. Unison Server and Unison Desktop can interact with each other over any IP-based

network.

With this software installed, the users can exchange electronic and voice mail, instant messages,

presence information and phone calls, and manage and share personal information such as events

and contacts. Sophisticated automatic call distribution (ACD) and interactive voice response (IVR)

rules can be implemented.

Fixed IP phones can be added to the Unison network with minimal configuration effort.

Unison Call Manager, a client application for Windows, allows Unison users designated as hunt

group administrators to log on to Unison Server to monitor and manage the calls coming in to the

hunt groups.



Unison Control Panel™, which can be accessed using a Web browser, provides Unison

administrators with the possibility to monitor and control Unison Server as well as manage the

information necessary for Unison operation.

Summing up, Unison provides the following services to end users:

• E-mail

• Messaging

• VoIP telephony

• Calendar

Unison ServerClient software and devices

Directoryserver

SMTP, IMAP

XMPP

UMSCTL

CalDAV

LDAP

InstantMessaging server

Unison Desktopclient

IP phone

Web browser

E -mailserver components

VoIP telephonyserver components

HTTPS

SIP, RTP

Calendarserver

HTTP server

Software component or hardware deviceWeb browser

HTTPS Communication link and protocol name

UnisonControl Panel

Figure 1–2: Unison client software and devices, main server components and communication protocols

The messaging and calendar services are in one-to-one relation with Unison server components (see

Figure 1–2): there is one server, the Instant Messaging server, that is responsible for messaging, and



there is one server component, the Calendar server, that is ‘in charge’ of the calendar service1. As

for e-mail and VoIP telephony, there is a set of server components collaborating with each other to

support the services.

There are also server components which are not directly related to provision of services to end users,

but that play an important part in the system. One of the examples is the Directory server which is

responsible for authentication and authorization of Unison users and supplying the Unison Desktop

client with the information necessary for connecting to all other server components.

One of the applications on Unison Server is intended for Unison administrators. This application is

called Unison Control Panel. It can be accessed by means of a Web browser using HTTPS, the secure

version of HTTP.

In the following sections of this chapter the main server components are described in more detail.

Examples are provided illustrating how those components interact with each other in various typical

situations.

Directory server

The Directory server manages all aspects of authentication and authorization of Unison Desktop

client users. It also acts as a configuration server, providing Unison Desktop clients with the

information necessary for establishing the connection with all other Unison servers.

At the request of the Mail Transfer Agent (see “Mail Transfer Agent” on page 16) it supplies the e-

mail routing information, translating mailing list data and mailbox aliases into exact e-mail

addresses.

The Directory server communicates with Unison Desktop client and other Unison servers using

LDAP. When serving its clients’ requests, the Directory server stores and retrieves the data from the

Unison database.

The Directory server interacts with the database via the Database server. To communicate with the

Database server, the Directory server uses SQL.

The default Directory server ports are 389, 636 and 9001 (TCP).

1 At the level of Unison Server, the calendar service is independent of all other services. That’s why it is possible to say that

the calendar service is supported by only one server, the Calendar server. In Unison Desktop, however, the calendar is

integrated with e-mail. The Unison Desktop client automatically generates e-mail messages to exchange information between

participants of collective events (such as meetings) set up in the Unison Desktop calendar. In this sense the calendar service is

dependant on the e-mail service. For more information, see “Example 10: Calendar event processing” on page 33.



Example 1: Unison Desktop client connects to Unison Server

When the Unison Desktop client is started, it attempts to establish a connection with the Unison

Directory server. To be authenticated, the Unison Desktop client sends the user’s account name and

the password associated with this account to the Directory server.

The Directory server checks the account name and the password received from the Unison Desktop

client against those stored in the Unison database. (The data from the database is retrieved by the

Directory server via the Database server.)

If the account name or password is not valid, the connection request is refused. Otherwise, a

communication session between the Unison Desktop client and Unison Server is established.

To communicate, the Unison Desktop client and the Directory server use LDAP.

The Unison Desktop client keeps a constant connection with the Directory server unless the user

terminates the communication session by quitting Unison Desktop. If the connection for some

reason is lost, the Unison Desktop client will keep trying to restore the connection.

Once the connection to the Directory server is a success, the Unison Desktop client asks the

Directory server for the connection parameters and access credentials for all services (servers) that

the Unison user intends to use. The Directory server checks the user’s authorization and sends the

requested data to the Unison Desktop client. (The data is retrieved by the Directory server from the

Unison database via the Database server.)

For services (servers) that the user is not authorized to use, the connection parameters and access

credentials are not sent.

On receiving the data from the Directory server, the Unison Desktop client connects to all

appropriate servers and synchronizes its state with that of the servers’ (downloads new e-mail

messages and calendar events, updates address books, and so on). Unison Messenger connects to

the Instant Messaging server, downloads the contact list, and updates the presence and user status

information.

Then, to stay synchronized, the Unison Desktop client periodically sends update requests to Unison

Server. The Unison Desktop – Unison Server session continues until the Unison user decides to

terminate it, for example, by quitting Unison Desktop.

Server components supporting e-mail

The following server components support e-mail in Unison (see Figure 1–3 on page 16):

• Mail Transfer Agent

• Anti-Virus

• Spam Filter

• Mail server

• Authorization server



Authorizationserver

Mailserver

Directoryserver

LMTP

IMAP

LDAP

Mail TransferAgent

Unisondatabase


SQL

Unison Server

SMTPLDAP

DNS

SMTP

ExternalDNS server

External mailtransfer agent

Databaseserver

Software componentAnti -Virus Communication link and protocol nameHTTPS

Anti -Virus

SpamFilter

Figure 1–3: Unison server components supporting e-mail and their interactions with each other, Unison Desktop client and

external e-mail and DNS servers

Mail Transfer Agent

The Mail Transfer Agent (MTA) is responsible for routing and delivering e-mail.

The Unison Mail Transfer Agent uses SMTP for interacting with the Unison Desktop client (for

sending e-mail from the client) and other MTAs in external domains. For communication with

external DNS name servers the MTA uses DNS protocols.

It’s worth mentioning that the Unison MTA does not interact with users’ mailboxes directly. When

ready to deliver an e-mail message, it asks the Unison Mail server to place the message in the

appropriate mailbox or mailboxes.

The MTA communicates with the Mail server using LMTP and acts as an LMTP client for the Mail

server.

In exceptional situations instead of delivering an e-mail message to the addressee’s mailbox the

MTA may return the message to the sender. This, for example, may happen when the recipient of

the message cannot be identified or when the message size exceeds the free space in the recipient’s

mailbox.

The default Unison MTA ports are 25 and 2525 (TCP).



Anti-Virus

Anti-Virus checks files attached to all incoming e-mail messages for presence of harmful programs

(viruses).

When Anti-Virus detects a virus, it places the corresponding e-mail message along with all its

attachments into a special type of storage and generates a service e-mail addressed to the Unison

administrator notifying him or her of the situation. This service e-mail is then passed to the Unison

MTA for delivery.

The effectiveness of Anti-Virus to a great extent depends on the anti-virus databases being used. As

new viruses become known, these databases are expanded. On Unison Server, the anti-virus

databases are updated automatically once every twenty-four hours.

To download updated versions of anti-virus databases, Unison Anti-Virus uses port 80 (TCP).

Spam Filter

The Spam Filter is used to detect unwanted e-mail messages (known as spam). All incoming e-mail

messages that managed to pass through Anti-Virus are analyzed by the Spam Filter.

If the message is found to be a spam message, the Spam Filter adds a special mark to the message

header.

The Spam Filter used in Unison implements the self-learning Bayes algorithm which initially was

developed for the purposes of text classification.

Mail server

The Mail server is responsible for storing incoming e-mail messages on Unison Server at the request

of the Unison Mail Transfer Agent and retrieving e-mail at the request of the Unison Desktop client.

The server uses LMTP for communication with the MTA and IMAP for communication with the

Unison Desktop client.

The Mail server does not create the mailboxes in which it stores the e-mail but uses the existing

ones. The mailboxes are created and deleted by the Unison Command server, see “Command

server” on page 34.

To authenticate the clients attempting to establish a connection, the Mail server queries the

Authorization server, which passes the Mail server’s request to the Directory server.

The Mail server supports Sieve, the scripting language used to describe mail distribution rules.

The Mail server collaborates with the Unison Instant Messaging server when notifying the Unison

Desktop client of new e-mail. When a new e-mail message is received and stored on the Mail server,

the Mail server informs the Instant Messaging server of this fact. The Instant Messaging server in its

turn generates and sends a corresponding notification to the Unison Desktop client.



The Mail server and the Instant Messaging server exchange information using UMSCTL, an internal

Unison protocol.

The default Mail server ports are 143, 993, 3905 and 9001 (TCP). The Sieve scripts are exchanged

with the Unison Desktop client over port 2000 (TCP).

Authorization server

The Authorization server intermediates interaction between the Mail server and the Directory server

when the Mail server asks the Directory server to provide information for authentication of an e-mail

client. The Mail server requests this information when the client attempts to connect to the Mail

server (such as when the Unison Desktop client starts up).

The Authorization server in Unison implements the so-called Simple Authentication and Security

Layer (SASL) making access to e-mail more secure.

Example 2: Sending and receiving e-mail messages

An e-mail transfer is initiated when a Unison Desktop client user creates an e-mail message,

specifies one or more recipients and then instructs Unison Desktop to send the message (for

example, by clicking the ‘Send’ button).

The Unison Desktop client does not keep a constant connection with the Unison Mail Transfer

Agent. The connection is established for a short period of time when an e-mail message is sent. The

connection is terminated as soon as the message is accepted by the MTA or even earlier – if the

Unison Desktop client acting on behalf of the user fails to pass the corresponding authentication or

authorization check.

Using SMTP, the Unison Desktop client sends the message to the Unison Mail Transfer Agent. (The

Unison Desktop client knows from its configuration that the outgoing mail messages are to be sent

to the Unison MTA.)

To confirm the user’s identity and check his or her authorization, the MTA sends the corresponding

request to the Unison Directory server using LDAP. The Directory server translates this request into

SQL and passes it to the Database server. The Database server retrieves the requested data from the

Unison database and passes it to the Directory server. Based on this data, the Directory server

performs the user authentication and authorization checks.

If the user’s identity and the right to send e-mail are confirmed, the MTA accepts the message.

Otherwise, the connection with the message originator is terminated.

If the message was accepted, the MTA requests the message delivery rules from the Directory server

(using LDAP). The message addressees may be specified implicitly, in the form of a distribution list,

or referenced by aliases. In such cases the Directory server translates the distribution list information



and aliases into addresses corresponding to the ‘real’ names of the mailboxes1 on the Unison Mail

server. The Directory server retrieves the necessary information from the Unison database via the

Database server.

The Directory server sends the requested information to the MTA (using LDAP).

If the message is to be routed to one or more Unison users’ mailboxes, the MTA using LMTP asks

the Mail server to store the messages and the Mail server does so.

For messages that are to be routed to external destinations, the MTA looks up the destination

domain names in the Domain Name System to find the mail exchange servers accepting messages

for those domains. The DNS servers from destination domains respond with MX records listing the

mail exchange servers accepting the e-mail. The MTA then sends the messages to corresponding

SMTP servers. On receiving the messages, the SMTP servers deliver them to recipients’ mailboxes.

When a message from an external domain arrives, the MTA, as always, requests the delivery rules

from the Directory server (the sender’s authentication is not performed in this case).

Once those rules are received, the message is processed by Anti-Virus and then by the Spam Filter.

If Anti-Virus detects a virus, it places the corresponding e-mail message along with all its

attachments into a special type of storage and notifies the Unison administrator of the situation by

e-mail. Messages containing infected files never reach their intended recipients.

If the message is found to be a spam message, the Spam Filter adds a special mark to the message

header. As a rule, the Spam Filter just adds the text ***SPAM*** in front of the original message

subject. If no particular mail distribution rule is specified for messages whose subject starts with

***SPAM***, such messages are stored in the recipient’s mailbox in the folder ‘Junk E-mail.’

Once the message has been processed by Anti-Virus and the Spam Filter, the MTA asks the Mail

server to store the message in the corresponding mailbox or mailboxes.

As soon as a new e-mail message is stored on the Mail server, the Mail server informs the Instant

Messaging server of this fact. The Instant Messaging server in its turn generates and sends a

corresponding notification to the Unison Desktop client.

From time to time the Unison Desktop client sends update requests to the Unison Mail server using

IMAP. As a result, the state of the user’s local mailbox is synchronized with that on the server: all

new e-mail messages are downloaded to the Unison user’s PC. (The Unison Desktop connection

with the Mail server, once established, is kept alive until the Unison user terminates the session, for

example, by quitting Unison Desktop. If the connection with the Mail server for some reason is lost,

the Unison Desktop client will try to restore it.)

1 Each mailbox corresponds to a directory in the file system, which has the same name as the local part of the user’s e-mail

address. For example, Unison user John Smith might have an e-mail address [email protected]. In that case his

mailbox on the server would be a directory named jsmith.



Instant Messaging server

The Instant Messaging server (see Figure 1–4) is responsible for sharing the presence and user status

information as well as near-real-time message exchange between users of Unison, external XMPP-

based and other messaging networks (MSN and ICQ).


External ICQserver

External XMPP( Jabber) server

External MSNserver

Unison Server

InstantMessaging server

ICQgateway

MSNgateway

XMPP XMPP

MSN

ICQ

Software componentICQ gateway Communication link and protocol nameXMPP

Figure 1–4: The Unison Instant Messaging server and its interaction with the Unison Desktop client and external messaging

servers

The Unison Desktop client communicates with the Instant Messaging server using XMPP.

The Instant Messaging server includes MSN and ICQ Gateways, special-purpose services whose

primary function is to translate XMPP into the protocols used by MSN and ICQ as well as to translate

the return data back into XMPP.

In Unison, the Instant Messaging server also takes part in notifying the Unison Desktop client of new

e-mail arrival. When a new e-mail message is received and stored on the Unison Mail server, the

Mail server informs the Instant Messaging server. The Instant Messaging server in its turn generates

and sends a corresponding notification to the Unison Desktop client.

The Instant Messaging server and the Mail server exchange information using UMSCTL, an internal

Unison protocol.

The default Instant Messaging server ports are 5222, 5223, 5269, and 5280 (TCP).

The default MSN and ICQ Gateway ports are 5348 and 5347 (TCP) respectively.



Example 3: Instant message and presence information exchange

A message exchange (or a chat) is initiated when a Unison Desktop client user selects a person he or

she wants to chat with, types a message and then sends it. The Unison Desktop client generates a

request to deliver the message to the specified recipient. This request is sent to the Unison Instant

Messaging server for processing using XMPP.

User authentication in this case is not performed: the user’s identity and authorization check is

performed only once when the communication session between the Unison Messenger and the

Instant Messaging server is established (when the Unison Desktop client starts up). After that, the

Unison Messenger keeps a constant connection with the Instant Messaging server and user

authentication is not needed.

On receiving the request, the Instant Messaging server analyzes the message destination and routes

the message appropriately:

• A message addressed to a Unison Messenger user in the internal Unison domain is delivered to

that user’s PC (if the user is not currently online, the message is stored on the server for later

delivery).

• A message addressed to an XMPP client user in an external domain is passed to an XMPP

server responsible for delivery of the message in the corresponding domain.

• A message addressed to a Windows Messenger (MSN) or ICQ user goes to the Unison MSN or

ICQ gateway. The gateway then passes the message to an appropriate (external) MSN or ICQ

server. (To MSN and ICQ servers, the MSN and ICQ gateways are ordinary clients. That is, the

servers never ‘know’ that the corresponding messages come from an XMPP network, and they

process those messages as if they were issued by native clients on the MSN and ICQ networks.)

When the message reaches its recipient and he or she sends a reply, this reply travels along the

same route in the reverse direction.

Presence information is sent by the Unison Messenger client to the Instant Messaging server

automatically, first when a Unison Desktop client user goes online (that is, when the Unison

Desktop client connects to Unison Server), and then – at regular intervals until the Unison Desktop

client user quits Unison Desktop or goes offline.

Presence information is exchanged similarly to how ordinary messages are exchanged. The main

difference is that the recipient of the ‘presence message,’ normally, is not specified. Consequently,

as soon as the Instant Messaging server gets the presence message from the Unison Messenger, it

delivers this message to all interested parties (to all users who have the message initiator in their

contact lists).



Server components supporting VoIP telephony

The following Unison server components directly or indirectly support VoIP telephony (see Figure 1–

5 on page 23):

• Phone Registrar

• Call Router

• AAA (Authentication, Authorization and Accounting) server

• RTP proxy server

• TFTP server

• Voice Mail server

• Media server

• IVR server

Phone Registrar

The Phone Registrar is a SIP proxy server which acts as an intermediary between SIP clients (IP

phones) and the Call Router (a SIP router). It is responsible for initiating a (SIP) call on behalf of the

client device and connecting a calling device to a device being called – at the request of the Call

Router.

The Phone Registrar stores the mappings of SIP account names (VoIP device IDs or DIDs) onto

corresponding IP addresses and ports and uses this information when connecting callers. In SIP

terms, the Phone Registrar performs the functions of a SIP registrar and location service.

It’s worth noting that the location (registration) information used by the Phone Registrar is stored in

random access memory (RAM) and thus is volatile and not persistent. When the Phone Registrar is

stopped, this information is lost. However, when the Phone Registrar is started again, the location

information is recovered very soon, because the SIP client devices remaining online send this

information to the Phone Registrar at regular intervals, see “Example 5: IP phone registration on the

Phone Registrar” on page 27.

The Phone Registrar is a stateless proxy server and is totally unaware of a call state. After connecting

a caller, it immediately forgets about the call. By doing so, the Phone Registrar can handle heavy SIP

traffic and, consequently, large volumes of subscribers.

To authenticate the client devices requesting registration, the Phone Registrar interacts with the

AAA server using the RADIUS protocol.

By default, the Phone Registrar uses port 5060 (UDP).



SIPUMSCTL

SIP

RTP

SIP

SIP

IMAP

RTP

RTPCTL

Mailserver

LDAP

SQLto Database server

Directoryserver

RTP

SQL

Media server

SIPRTP

Call terminationprovider’s gateway

IP phone


to IVR server

to Voice Mail server

to Directory server

Unison database

TFTPserver

TFTPRADIUS

SQL

AAAserver

Unison Server

Device or software componentMail server Communication link and protocol nameSIP

PhoneRegistrar

SIPSQL

to Database server

SQLto Database server

RTP

RTP

Voice Mailserver

Call originationprovider’s gateway

RTPproxy server

IVRserver

CallRouter

Databaseserver

RADIUS

Figure 1–5: Unison server components supporting VoIP telephony and their interactions with each other, the Unison

Desktop client and IP phones, and gateways of external outgoing (call termination) and incoming (call origination) call

providers

Call Router

The Call Router is responsible for routing SIP calls to the appropriate destinations.

The Call Router acts as both a user agent server and user agent client. As a server, it receives and

processes SIP requests. To find out how requests should be answered, it acts as a user agent client

and generates SIP requests itself.



Unlike the Phone Registrar (a SIP proxy server) which is stateless, the Call Router keeps the call state

and is responsible for handling all SIP signaling from call initiation up to its completion.

To interact with the Phone Registrar, the Call Router uses SIP. The routing information is requested

from the AAA server over the RADIUS protocol. The Call Router also supports UMSCTL, an internal

protocol used by the Unison Desktop client for getting the information about a call state and

controlling the call from the Unison Desktop client user interface.

The Call Router communicates with RTP proxy using RTPCTL, an internal Unison protocol.

The default Call Router port is 1024 (UDP).

AAA server

The AAA server, among other things, performs the function of Automatic Call Distributor (ACD). It

is responsible for implementing the ACD rules and providing the Call Router with the call routing

information, according to the ACD rules. It has access to the lists of extensions, phone numbers and

VoIP devices (IP phones) ‘owned’ by registered Unison users and is capable of retrieving this

information from the Unison database at the Call Router’s request.

The AAA server can also access the information related to SIP account names (VoIP device IDs or

DIDs) and corresponding passwords, so it is capable of authenticating any IP phone attempting to

register itself in the system.

In addition to supporting VoIP telephony, the AAA server also keeps track of the instant messaging

service usage (who went online and when, who started or completed a chat, and so on).

The AAA server does not interact with the Unison database directly, but via the Database server.

The requests coming from the Phone Registrar and Call Router are translated by the AAA server into

SQL requests sent to the Database server. The data retrieved by the Database server from Unison

database and returned to the AAA server is then converted to the format appropriate for the Phone

Registrar and the Call Router.

The default AAA server ports are 1812 and 1813 (UDP).

RTP proxy server

The RTP (Real-time Transport Protocol) proxy server handles the exchange of media streams

between phone devices after media session establishment and thus supports phone conversations.

The server’s main purpose is to ensure that RTP packets reliably traverse NATs. The server’s

secondary purpose is to provide the ability to record phone conversations at a central location and

keep an archive of those recordings.

The RTP proxy server uses ports 35000–65000 (UDP). The port assignments are performed

dynamically.



TFTP server

The TFTP (Trivial File Transfer Protocol) server is used for auto configuration of SIP interfaces of IP

phones supporting TFTP (such as Cisco IP Phones 7940 and 7960).

The default TFTP server port is 69 (UDP).

Voice Mail server

The Voice Mail server handles all interactions with Unison users related to the generation and

delivery of voice mail. In particular, the Voice Mail server ‘answers’ a call on behalf of the recipient

when the recipient is not available, plays a sound file to inform the caller that he or she can leave a

message, records the message, generates an e-mail and attaches the recorded message as a sound

file to the e-mail, and then passes this e-mail to the Mail server for delivery.

The Voice Mail server acts as a communication endpoint device using SIP and RTP for data

exchange. The information about Unison users is exchanged with the Directory server using LDAP.

Interaction with the Mail server is based on IMAP.

The server supports the following codecs: G711ULAW, G711ALAW, and GSM.

The default Voice Mail server port is 5080 (UDP).

Media server

The Media server is responsible for playing music (sound files) to participants of phone conversations

whose calls are placed on hold.

For data exchange, the Media server uses RTP.

The server supports the following codecs: G711ULAW, G711ALAW, and GSM.

The Media server does not use any external ports to listen on. In communications with the RTP

proxy server, it uses the so-called local socket corresponding to a certain file name in the local file

system.

IVR server

The IVR server is responsible for all interactions with a caller in cases when the called numbers or

extensions are associated with voice menus defined in the system. The corresponding phone

numbers and extensions are referred to as voice menu entry points.

A voice menu is a set of options a caller can choose from by pressing numeric keys on his or her

phone. Each voice menu, generally, is a node in some hierarchically organized tree-like structure of

voice menus. A node may or may not be associated with a phone number or extension.



Every node (each voice menu) is always associated with a number of sound files that are played by

the server one after another when the caller ‘goes to’ this node. The sound files will normally

contain instructions for a caller explaining what options he or she can use and how these options

can be accessed. (Those options as a rule are associated with pressing certain numeric keys on the

caller’s phone.)

For each node a timeout is defined. If after listening to the sound files a caller does not push any

number during a certain period of time, the timeout event occurs and the server performs an action

specified for this event.

If the timeout occurs or the caller presses a number associated with some action, the IVR server can:

• Redirect the call to a specified phone number, extension or a hunt group

• Switch to another voice menu within the same hierarchy (tree) of voice menus

• Play the sound files associated with the voice menu once again

• Return to the previous menu

• Hang up

The IVR server interacts with the following Unison server components: the Call Router, the Database

server, and the RTP proxy server.

When communicating with the Call Router, the IVR server uses SIP. The requests sent to the

Database server are SQL requests. The media streams are passed to the caller through the RTP proxy

server according to RTP.

The IVR server supports the following codecs: G711ULAW, G711ALAW, and GSM.

The default IVR server port is 5090 (UDP).

Example 4: Auto configuration of an IP phone

On reboot, the DHCP client of an IP phone (if enabled) sends a broadcast query requesting the

necessary information from a DHCP server1.

The DHCP server manages a pool of IP addresses and information about client configuration

parameters such as the default gateway, the domain name, the DNS servers, and so on. Upon

receipt of the request the server assigns the phone an IP address, a lease (the period of time for

which the IP assignment is valid), and other TCP/IP configuration parameters, such as the subnet

mask and the default gateway. Some DHCP servers would also send to the phone the IP address of

the TFTP server where SIP configuration files for phones are stored.

1 DHCP server is not part of Unison. It may be part of the network environment in which Unison operates.



On receiving those parameters, the phone reconfigures its network settings.

If there is no DHCP server on the network to which the phone is connected or the DHCP client on

the phone is disabled, all the network configuration parameters that may be supplied by the DHCP

server should be entered into the configuration of each phone manually.

Next, the phone requests the SIP configuration information from the Unison TFTP server.

Technically, what is requested from the TFTP server is a (text) file having the same name as the

phone’s MAC address. (The corresponding file is generated on the TFTP server by the Unison

Command server when the record for the corresponding device is created in the Unison database

via Unison Control Panel and the phone’s MAC address is specified.)

The information sent to the phone by the TFTP server includes: the phone’s SIP logon name (the

device ID equal to the local part of the phone’s SIP address) and password, the SIP proxy server’s

(Unison Phone Registrar’s) IP address and port, as well as information about the phone’s owner,

extension and external phone number (if any).

If the phone fails to receive the configuration information from the TFTP server (for example, the

server may not be working or there may not be a file on the server with a name corresponding to

the phone’s MAC address), and in the phone configuration there is no earlier version of SIP

configuration parameters, the phone will keep sending requests to the TFTP server.

If the phone cannot get the SIP configuration parameters from the TFTP server, they should be

entered into the phone configuration manually.

Once IP and SIP configuration parameters in the phone configuration are properly set, it will register

itself on the SIP proxy server (Unison Phone Registrar) and become fully functional.

Example 5: IP phone registration on the Phone Registrar

An IP phone registers itself on the Phone Registrar when connected to the LAN and powered up.

The same thing happens each time when the phone is rebooted1.

In operation, registration requests are sent by the phone to the Phone Registrar at more or less

regular intervals, because registration has a limited period of validity. For SIP this period normally

averages to a couple of minutes.

To be able to register itself, the phone must have a SIP account in the system: each time the phone

requests registration it must supply a valid account name (device ID) and a password.

To authenticate the phone, the Phone Registrar sends credentials received from the phone to the

AAA server for validation. The AAA server checks the received credentials against those stored in

1 To be able to register itself on the Phone Registrar, an IP phone must have IP and SIP interface parameters properly set in its

configuration.



the Unison database. (The AAA server retrieves the necessary data from the Unison database via the

Database server.)

Once the identity of the phone is confirmed, the Phone Registrar accepts the location information

provided by the phone. The location information, basically, is a mapping of the phone’s SIP account

name (device ID) into its IP address and SIP port. The location information received from phones

serves as a basis for the location service provided by the Phone Registrar.

It’s worth noting that the location information on the Phone Registrar is not persistent. That is, it is

totally lost when the Phone Registrar is restarted. (This is perceived by Unison users as temporary

inability to use the phones.) However, since client devices send location information regularly (in

registration requests), the data required for provision of location service is quickly recovered by the

Phone Registrar.

Example 6: Phone call processing

A Unison user can initiate a phone call by using either his or her IP phone or the Remote Call

Control (RCC) module of the Unison Desktop client. In these two cases calls are processed in a

different way.

Processing a call initiated by an IP phone

A Unison user initiates a phone call by dialing an extension or phone number on his or her IP phone.

As a result, the IP phone generates a corresponding SIP request which is then sent to the Phone

Registrar acting in this case as a SIP proxy server.

The Phone Registrar passes the call to the Call Router, whose task is to route the call to the phone

associated with the extension or phone number being called.

The Call Router generates and sends a request for routing information to the AAA server.

(Information between the Call Router and AAA server is exchanged according to the RADIUS

protocol.) Based on the extension or phone number that was called and the routing rules1 existing

in the system, the AAA server sends the requested information to the Call Router. (The AAA server

retrieves all the necessary information from the Unison database via the Database server using SQL.)

The information sent to the Call Router always includes the next hop destination represented by a

corresponding IP address and port. For external phone numbers that are not ‘owned’ by registered

Unison users, this will be the IP address and port of the appropriate call termination provider’s

gateway. (Calls outside Unison are routed by corresponding phone service providers.)

1 For extensions and phone numbers registered in the Unison database, the routing rules are automatic call distribution

(ACD) rules. These rules associate extensions and phone numbers ‘owned’ by registered Unison users with their phones and

voice mail.

For external phone numbers that are not registered in the Unison database, the routing rules define which of the call

termination providers should be selected when there is more than one provider registered in the system.



If the called extension or phone number belongs to a registered Unison user, the Call Router,

normally, receives a set of destinations with associated timeout information – as defined by the ACD

rules. Depending on the ACD rule which is currently active, this set may include the IP address and

port of:

• The Phone Registrar, if the call should be routed to one or more IP phones registered in the

system

• The call termination provider’s gateway, if it should be redirected to an external phone number

which is not registered in the system

• The Voice Mail server1

When passing a call to the Phone Registrar, the Call Router provides it with the device IDs of the IP

phones the call should be delivered to. (The Call Router gets this information from the AAA server

along with the next hop destination.)

The Phone Registrar ‘knows’ how to translate device IDs into IP addresses and ports (see “Example

5: IP phone registration on the Phone Registrar” on page 27). When it receives a request from the

Call Router to deliver a call to devices with the specified IDs, it retransmits the call onto

corresponding IP addresses and ports.

When the call is answered, a media session intermediated by the RTP proxy server is established

between the phones. (Transmission of media streams (voice data) is handled in the system by the

RTP proxy server.)

Processing a call initiated by the RCC module of the Unison Desktop client

When a Unison Desktop user initiates a phone call using the Remote Call Control module, a

corresponding UMSCTL request is sent by the Unison Desktop client to the Call Router. The Call

Router processes this request in two stages. First, it tries to establish a connection with the phone of

the call initiator2. To do that, the Call Router sends a request for routing information to the AAA

server. When the requested information is received, the call is routed to:

• The Phone Registrar, if the user’s IP phone is selected as the call-initiation device in the

configuration of Unison Desktop

• The gateway of the appropriate call termination provider, if the user’s mobile phone is selected

1 ACD rules are specified so that the last of the routes to be tried, normally, points to the Voice Mail server: if the called

person is unavailable, the caller is always given the possibility to leave a voice mail message, see “Example 7: Generating and

delivering voice mail” on page 30.

2 In Unison Desktop, a user can select which of his or her phones should be used for making a phone call: a mobile phone or

an IP phone.



When the call finally reaches the caller’s phone and is answered, the Call Router proceeds to the

second stage of processing the call: it now routes the call to the device being called. This stage of

call processing is performed exactly in the same way as in the case when the call is initiated using

the Unison user’s IP phone.

Processing incoming phone calls

For IP phones registered in Unison to be accessible from outside the system, external phone

numbers are bought (as part of the phone service) from one or more incoming call providers (call

origination providers), and associated in the system with the IP phones. Associations between the

(internal) phones and the (external) numbers are set in Unison using the automatic call distribution

(ACD) rules defined for every Unison user.

Incoming (external) calls come to the system from the gateways of corresponding call origination

providers. Corresponding SIP requests in this case are addressed to the Call Router.

On receiving the SIP request, the Call Router processes it as usual: routing information is requested

and received from the AAA server. Then, depending on the routing information, the SIP request

may be passed to the Phone Registrar, the gateway of the external outgoing call provider (call

termination provider) and/or the Voice Mail server.

As in all other cases, when a call is answered, a media session intermediated by the RTP proxy server

is established between the phones (or between the caller’s phone and the Voice Mail server).

Example 7: Generating and delivering voice mail

When a called person does not answer a call for a certain period of time, the caller may be

connected to the Unison Voice Mail server. If this happens, the Voice Mail server ‘answers’ the call

and a media session intermediated by the Unison RTP proxy server is established between the caller

and the Voice Mail server.

The Voice Mail server plays a sound file, which it retrieves from the Unison database via the

Database server. (The sound file normally contains a message informing the caller that he or she

could leave a message after a tone.)

Once the playback of the sound file is complete, the Voice Mail server starts recording the message.

Recording is stopped when the caller hangs up. (The corresponding information comes from the

Call Router, which monitors the call state.)

Then, the Voice Mail server communicates with the Directory server to find out which Unison user

the voice mail message should be delivered to. (The Voice Mail server ‘knows’ which phone number

or extension the call was initially addressed to, so what it requests the Directory server to do is to

translate this information into the user’s e-mail address or, to be more precise, the name of the

destination mailbox on the Mail server.)



Once the requested information is received, the Voice Mail server generates an e-mail message,

attaches a sound file to it containing the recorded message, and then asks the Mail server to store

the e-mail in the corresponding mailbox.

The voice mail messages are downloaded by the Unison Desktop client in the same way the e-mail

messages are downloaded: when the Unison Desktop client connects to the Mail server, it

synchronizes the state of the user’s local mailbox1 with that on the server using IMAP.

Example 8: Playing music on hold

A call may be placed on hold, in which case the connection is not terminated but no verbal

communication is possible until the call is removed from hold. Music on hold is played for the caller

while the call is on hold.

By the time a call is placed on hold, the media session has already been established between the

communicating devices intermediated by the Unison RTP proxy server.

When a user of one of the communicating devices puts the call on hold, this is what happens in the

system:

The information that the call is put on hold comes to the Call Router via the Phone Registrar. The

Call Router instructs the RTP proxy server to disconnect from one of the conversation endpoints (the

one that initiated putting the call on hold) and connect to the Media server instead.

The RTP proxy server does so and instructs the Media server to start playing the music. The Media

server retrieves a corresponding sound file from the Unison database (via the Database server) and

starts playing it.

(The Media server will continue playing the sound file as long as at least one of the calls in the

system is on hold. That is, if the Media server has already started playing the music at the moment

when some call is placed on hold, it will not start playing the sound file from the beginning. All

users whose calls are on hold always hear the same music: some of the users will start listening from

the middle.)

When the call is removed from hold, the corresponding information is passed to the Call Router via

the Phone Registrar. The Call Router instructs the RTP proxy server to switch one of the media

session endpoints from the Media server to the phone of the user who removed the call from hold.

When the RTP proxy server does so, the telephone conversation can continue.

If by this time there are no other calls on hold, the Media server will stop playing the sound file.

1 Please note that in the GUI of the Unison Desktop client, voice mail messages and ‘ordinary’ e-mail messages are accessed

in different ways. E-mail messages can be found in the message folders while voice mail messages are shown as entries in the

call history log. For more information, refer to Unison Desktop Help.



Example 9: Voice menu processing

A SIP call to the IVR server (as in all other cases of processing a phone call) is transferred by the Call

Router when there is an IP address and port of the IVR server among the routes requested from and

returned by the AAA server.

When the IVR server ‘answers’ the SIP call, the media session intermediated by the RTP proxy server

is established with the caller. The IVR server then, based on the called number (passed to it by the

Call Router), retrieves the sound file and the processing rules associated with the corresponding

voice menu from the Unison database. (The IVR server interacts with the database via the Database

server.)

The IVR server plays the sound file for the caller and then acts according to the rules specified for

the active voice menu and the actions performed by the caller.

Calendar server

The Unison Calendar server (see Figure 1–6) provides standardized Web access to calendar

information (collections of events such as meetings and appointments) as well as an ability to

exchange, share and synchronize such information between different devices and users.

The server supports generation of free-busy time reports and expansion of recurring events.

Unison ServerUnison database

Databaseserver

Web server

SQLUnison Desktopclient

CalDAV (HTTP) Calendarserver

Software componentWeb server Communication link and protocol nameHTTP

Figure 1–6: The Unison Calendar server and its interaction with the Unison Desktop client and Unison database

The Unison Calendar server is a Java-based web application running within the Unison Web server’s

JEE servlet container.

The Calendar server interacts with the Unison Desktop client using the CalDAV protocol, an

extension of HTTP.

The server interacts with the Unison Database server using SQL.

The default Calendar server port is 8080 (TCP).



Example 10: Calendar event processing

When a Unison Desktop user creates a new event record, the Unison Desktop client generates a

corresponding CalDAV (HTTP) request which is sent to the Unison Calendar server.

To authenticate the user, the Calendar server checks access credentials received from the Unison

Desktop client with those stored in the Unison database.

If the user’s identity is confirmed, the Calendar server processes the request and, as a result, stores

the event record in the Unison database.

To stay synchronized with the calendar information stored on the server, the Unison Desktop client

periodically sends update requests to the Calendar server. The update requests are processed in a

similar way: once the user has passed the authentication check, the Calendar server sends the

requested information to the Unison Desktop client.

When a Unison Desktop user schedules an event with more than one participant (for example, a

meeting), Unison Desktop, in addition to sending to the Calendar server a request for saving a new

event record, automatically generates e-mail messages that are then sent to all potential event

participants.

On receiving these messages1, Unison Desktop users may accept or decline an invitation to the

event.

If a user accepts the invitation, a new event record is created in his or her personal Unison Desktop

calendar and is then stored on the Calendar server. If a user declines an invitation, no new calendar

record is created. In both cases Unison Desktop automatically generates an e-mail message to the

meeting initiator. On receiving this e-mail, Unison Desktop updates the event record (in the part

related to the event participant) in the local calendar of the meeting initiator and then synchronizes

this change with the server.

The Unison Desktop client does not keep a constant connection with the Calendar server. The

connection is established at the request of the client for a short period of time when the data

exchange is required. As soon as the data exchange is complete, the connection is terminated.

1 E-mail messages inviting Unison Desktop users to take part in collective events are normally stored in the

Appointments folder in the corresponding mailboxes.



Unison Control Panel

The administrator’s Unison Control Panel is a Web application for remote monitoring and control of

Unison.

The Control Panel (see Figure 1–7) is deployed on the Unison HTTP server that accepts HTTPS client

requests on port 65443 (TCP).

HTTP server

UnisonControl Panel

Commandserver

Operatingsystem shell

SQL

SSH

Unison database

Databaseserver

Web browserHTTPS

Unison Server

Software componentWeb browser Communication link and protocol nameHTTPS

Figure 1–7: Unison Control Panel and Command server, and their interactions with other Unison server components and a

Web browser

Command server

The Command server’s primary function is to translate various actions performed in the Unison

Control Panel into operating system shell commands issued on behalf of a user with administrative

privileges (for example, the user root).

In Unison, the Command server:

• Controls almost all operations performed on the mailboxes, in particular:

— Sets quotas and access permissions for mailboxes.

— Creates and deletes the mailboxes.

— Controls the exchange of Sieve scripts between the Unison Desktop client, Unison Server

and Unison Control Panel (meaning it is capable of displaying the Sieve scripts at the

request of Unison Control Panel).



• Starts and stops all other Unison servers.

• Reconfigures Unison servers when the configuration parameters are modified in Unison

Control Panel.

• Generates SIP configuration files for Cisco phones on the Unison TFTP server when

corresponding (phone) device records are created in Unison Control Panel.

• Collects Unison usage statistics and stores them in the Unison database (this is the information

displayed on the System Monitoring and Statistics pages of Unison Control Panel).

Database server

The Database server is responsible for storing data in the Unison database as well as retrieving data

from the database at the request of other Unison servers: the Directory server, the AAA server, and

the Calendar server.

The Database server communicates with other Unison servers using SQL.

The port used by the Database server by default is 3306 (TCP).

Unison License Server

In contrast to the server components discussed so far, Unison License Server is not part of Unison

Server. Unison License Server is a separate centralized server run by Unison Technologies, Inc.

Unison License Server is responsible for validating licenses used by Unison installations worldwide as

well as ‘informing’ Unison Server and Unison Desktop of the availability of software updates.

Software componentUnison Server Communication link and protocol nameHTTPS

HTTPS

HTTPS

m.unison.com

UnisonLicense Server


Unison Server

Figure 1–8: Unison License Server and its interaction with Unison Server and the Unison Desktop client

To work properly, Unison Server and Unison Desktop need to periodically communicate with Unison

License Server (see Figure 1–8). Otherwise, Unison Server cannot function, and Unison Desktop can

only be used in the offline mode.



At regular intervals, Unison Server sends license validation requests to Unison License Server, which

checks the license information contained in the request. If the license is verified successfully, Unison

License Server sends Unison Server permisson to continue operating. If server software updates are

available, Unison License Server’s reply to Unison Server will also contain this information.

If there is a problem with the license, Unison Server does not get authorization from Unison License

Server. Consequently, Unison Server is stopped. The same thing happens when Unison Server does

not get a reply from Unison License Server within a certain period of time, for example, due to some

connection problem.

Unison Server can then be started only when the problem with the license is resolved or the

connection with Unison License Server is restored.

Unison Desktop interacts with Unison License Server in a similar way.

Unison Server and Unison Desktop communicate with Unison License Server using HTTPS.

License validation requests are sent to TCP port 443 on Unison License Server.

The domain name associated with Unison License Server is m.unison.com.

Technical summary

In the following table the most essential technical information is presented for the main Unison

server components and Unison License Server.

For each of the components the following information is provided:

Component. This column contains the names of the components.

Protocols (RFCs). This column contains the abbreviated names of the main protocols used by the

components for exchanging data with its clients. In parentheses the numbers of RFCs are given in

which those protocols are described (if any).

Ports. This column contains information about the ports used by the components for accepting their

clients’ requests. ‘TCP’ or ‘UDP’ refers to the type of port. The abbreviation ‘dyn’ means that the

port assignment is performed dynamically.

The port numbers are followed by the words ‘external’ or ‘internal’. ‘External’ refers to ports that

receive requests from clients outside of Unison Server (such as Unison Desktop clients, IP phones,

and so on). ‘Internal’ refers to ports that receive requests from other Unison Server components. For

example, the Database server’s TCP port 3306 is categorized as internal because only requests from

other Unison servers (the Directory server, the AAA server, and so on) can be addressed to this port.

If there’s a firewall between any of the clients and servers (specifically, between Unison Desktop

clients and Unison Server or Unison License Server, or between Unison Server and Unison License

Server), the ports categorized as external should be open on the firewall to let the data packets

reach their destinations.



Component Protocols (RFCs) Ports

AAA server RADIUS (2865, 2866) TCP 1812, 1813, internal

Anti-Virus n/a TCP 80 (for anti-virus database

updates), external

Authorization server n/a

Calendar server CalDAV (4791) TCP 8080, external

Call Router SIP (3261), UMSCTL, RTPCTL UDP 1024, external

Command server n/a

Database server SQL TCP 3306, internal

Directory server LDAP (4510 – 4519) TCP 9001, internal;

TCP 389, 636, external

Instant Messaging server XMPP (3920 – 3923) TCP 5222, 5223, 5269, 5280;

5347 (ICQ gateway);

443, 5348 (MSN gateway), external

IVR server* SIP (3261), RTP (3550) UDP 5090, internal

Mail server IMAP (3501), LMTP (2033) TCP 9001, internal;

TCP 143, 993, 2000, 3905, external

Mail Transfer Agent SMTP (821, 2821) TCP 25, 2525, external

Media server* RTP (3550)

Phone Registrar SIP (3261) UDP 5060, external

RTP proxy server RTP (3550), RTPCTL UDP 35000-65000 dyn, external

Spam Filter n/a

TFTP server TFTP (1350) UDP 69, external

Unison Control

Panel/HTTP server

HTTP(S) (2616 (2818)) TCP 65443, external

Voice Mail server* SIP (3261), RTP (3550) UDP 5080, internal

Unison License Server HTTPS (2818) TCP 443, external

* The server supports the following codecs: G711ULAW, G711ALAW, and GSM.



Unison Server certificates

When Unison Server is installed, a set of self-signed certificates is generated and deployed on the server. Unison Server uses these certificates to authenticate itself when establishing encrypted SSL/TLS communication sessions with client programs (such as the Unison Desktop client, a Web browser, or others).

When trying to establish an SSL/TLS connection with the server, the client program may warn the user that the certificate received from the server is self-signed. This is a normal situation; to make the client and the server exchange the data in encrypted form, the user has to accept the certificate. If the certificate is not accepted, the data between the client and the server will be exchanged without using encryption.

A company using Unison may want to use certificates signed by a well-known certificate authority (CA) instead of the self-signed certificates. In this case the certificates purchased from an appropriate CA should be placed into the following files:

• http.pem

• imap.pem

• ldap.pem

• smtp.pem

• xmpp.pem

All these files are located on the server host in the directory /var/lib/ums/etc/ssl.

Important: You must not delete or rename any of these files.

Please note that the certificates must be in the PEM format. All .pem files may contain the same certificate.

Unison distribution

The Unison distribution includes:

• Unison Server installation program as a self-extracting archive (.tar.bz2.run) file:

— For Red Hat Enterprise Linux 5 or CentOS (Linux) 5: OS ID is rhel5.

— For Ubuntu Server Edition 7.10 or a later version: OS ID contains the string ubuntu.

• Unison Desktop client installation program:

— For Windows: in the form of an archive (.zip) file.

— For Linux: in the form of an archive (.tar.gz.sh) file as well as:

— For Debian-based operating systems: as a .deb package.

— For Red Hat-based operating systems: as a .rpm.sh package.

• Unison Call Manager installation program for Windows (a .exe file).

These files are available for download from the Unison Web site.


Chapter 2: System requirements

This section contains requirements for the hardware devices that can be used in Unison as well as

the requirements for the network environment and configuration that have to be satisfied for

Unison to run properly.

Unison Server host and the network environment

Unison Server host is a computer on which Unison Server – the server component of Unison – runs.

The hardware requirements provided are based on the assumption that Unison Server is used to

support the communication needs of a company that has approximately 50 employees.

Minimum hardware requirements:

• Processor: Intel Pentium 4

• RAM: 2 Gb

• Free disk space: 1Gb for software components + approximately 1–2 GB should be allocated

per user per year

Software requirements:

• Operating system: Red Hat Enterprise Linux 5, CentOS (Linux) 5, or Ubuntu Server Edition 7.10

or a later version. In all procedure descriptions contained in this Guide it is assumed that the

OS GUI is not installed or enabled. This is a natural situation for server computers.

• Unacceptable software: To avoid software conflicts you should not install other server software

on the Unison Server host. In particular, you must not install the server software supporting e-

mail (SMTP/IMAP/POP servers), instant messaging and IP telephony as well as Web server and

database server software.

Network requirements:

• Network/Internet connection bandwidth: 100 Mbit/s, both ways

• IP address: The server host must have a static IP address. If Unison is going to be used for a

company’s internal communications only – within the scope of the company’s private network

– the server host’s IP address does not have to be public and needs to be routable only within

the corresponding network. In all other cases the server host’s IP address must be public, that

is, globally-unique and thus Internet-routable.

• DNS configuration: The following information must be present in DNS:

— The domain name for the Unison Server/organization must exist in DNS. This domain

name must be associated with the IP address of the Unison Server host.



— The name of at least one mail exchange server for the Unison Server/organization domain

must be specified. The name of the mail exchange server must be associated with the IP

address of the Unison Server host.

— All new e-mail domain names that you will create using the administrator’s Unison

Control Panel must be also defined in DNS and associated with the IP address of the

Unison Server host.

Example:

Assuming that the Unison Server/organization domain name is example.com and that

the IP address of Unison Server host is 208.77.188.166, the required DNS

configuration information may be expressed like this:

@ IN SOA example.com. admin.example.com. (....)

...............................................

IN A 208.77.188.166

IN MX 1 example.com.

Then, if you create a new e-mail domain name using Unison Control Panel, for example,

sales.example.com, you should add a definition of this domain into DNS along with

the mapping of this domain name to the IP address of the Unison Server host:

sales IN A 208.77.188.166

sales IN MX 1 example.com.

• Firewall configuration: If there is a firewall between Unison Desktop clients and Unison Server,

the Unison Server ports to which the client requests are or may be addressed must be open on

the firewall. For information on default Unison Server port assignments, see “Technical

summary” on page 36.

• Connection with Unison License Server: Unison Server must be able to communicate with

Unison License Server (see “Unison License Server” on page 35). For more information, see

“Connection with Unison License Server” on page 42.

Unison Server administrator’s PC

Unison Server administrator’s PC is a computer used by a Unison Server administrator for remote

interaction with Unison Server using the administrator’s Unison Control Panel. This computer may

also be used for installing Unison Server remotely.


• Network/Internet connection bandwidth: 128 kbit/s for incoming traffic; outgoing traffic is

expected to be much less




• Web browser1(one of the following):

— Mozilla Firefox 2

— Opera Browser 9

— Microsoft Internet Explorer 6 or later

— Konqueror 3.5.6 or later

— Safari 3.0 or later

Unison user’s PC

Unison user’s PC is a computer on which the Unison Desktop client runs. Additionally, Unison Call

Manager can be installed on this PC.

Minimum hardware requirements:

• Processor: Intel Pentium 4

• RAM: 1 Gb

• Free disk space: 150 Mb (+ 30 Mb for Unison Call Manager)


• Network/Internet connection bandwidth: 256 kbit/s, both ways

• Connection with Unison License Server: Unison Desktop must be able to communicate with

Unison License Server (see “Unison License Server” on page 35). For more information, see

“Connection with Unison License Server” on page 42.


• Operating system: one of the following:

— Windows XP SP2 or Windows Vista

— Ubuntu 8, Kubuntu 8, Debian Etch, CentOS 5, or Fedora 9

Note: For Unison Call Manager, the only supported operating system is Windows.

1 During (remote) Unison Server installation, a Web browser on the administrator’s PC is not needed. What is required on the

administrator’s PC in this case is SSH client software. This software is included in almost all distributions of UNIX-based

operating systems. For Microsoft Windows the situation is different: no SSH client is included in the distribution of the

operating system so one has to be installed separately.



Unison user’s IP phone

Basically, any IP phone or an ordinary phone connected to the network via a SIP adapter will do.

Note, however, that Cisco IP Phone 7940 and Cisco IP Phone 7960 when used in combination with

the appropriate properly configured DHCP server could be added to the Unison network with a

minimum of configuration effort.

Important: There may be cases when music is transmitted by Unison Server onto a user’s IP phone.

This, for example, happens when the Music on Hold feature is used (see “Example 8: Playing music

on hold” on page 31).

To avoid unwanted pauses and ensure continuous playout of audio, the jitter buffer1 should be

enabled on the IP phone and its size should be set to 10 or more (RTP) packets.

Connection with Unison License Server

If Unison Server and/or Unison Desktop clients are behind firewalls that separate them from Unison

License Server, you have to make sure that the port 443 is open for all IP addresses associated with

Unison License Server on all such firewalls.

To find out which IP addresses are associated with Unison License Server, you can use the following

command that you should run from the command line:

nslookup m.unison.com

As a result, the list of IP addresses will be output for the domain name of Unison License Server

m.unison.com.

1 Audio is transmitted in the form of separate data packets. Due to variations of communication link properties over time, the

transfer speed may be different for different packets. Consequently, the packets may arrive at the receiving device at

irregular intervals, creating what is perceived by a user as the sound distortion.

To solve this problem, a jitter buffer is used on receiving devices: the received data packets are accumulated in a buffer and

then are retrieved from there at a constant speed.


Chapter 3: Installing Unison Server

To install and run Unison Server:

1 Log on as the user root to the computer on which you are going to install Unison Server (referred to hereafter as the ‘server host’). For more information and instructions, refer to “Logging on to the server host”.

2 Download the distribution archive from the Unison Web site onto the server host. For instructions, refer to “Downloading the distribution archive” on page 46.

3 Set the necessary access permissions for the downloaded archive file1. The most important of these permissions is the execute permission which, when set, makes it possible to run the archive file just by specifying its name (or the path). For more instructions, refer to “Setting the access permissions for the distribution archive file” on page 46.

4 Run the archive file. For instructions, refer to “Running the archive file and setting the database administrator’s password” on page 47.

5 Set the password for the database administrator account root. For instructions, see step 8 of the procedure described in “Running the archive file and setting the database administrator’s password” (page 49).

As a result of steps 1 – 4, all the software pertaining to Unison Server will be installed and then automatically started. Step 5 is important for improving the overall system security.

In the following sections each step of this procedure is discussed in more detail.

Logging on to the server host

Depending on the circumstances, you log on to the server host either locally, using a keyboard attached to it, or remotely over the network from your local PC.

To be able to log on to the server host remotely, the SSH client software is required on your local PC. Since such software is included in almost all Unix-based operating system distributions, you don’t have to worry about installing an SSH client if, for example, Linux or Mac OS X is installed on your local PC.

For Microsoft Windows the situation is different. There is no SSH client in Microsoft Windows distributions. So if you want to be able to access the remote server host from a Windows PC, you should install an SSH client on it. For more information, see “PuTTY: an SSH client for Windows” on page 53 and “Downloading PuTTY” on page 53.

To log on to the server host as the user root, you should know the password for this user. In the case of remote logon, you should also know the hostname (domain name) or an IP address of the remote server host.

If access to the network on which the server host is located is protected by means of a firewall, make sure that the TCP port 22 (the default SSH port) is open on the firewall.

1 The Unison Server distribution archive is a self-extracting archive.



Logging on locally

To log on to the server host locally as the user root:

1 At the prompt [hostname] login: which appears when you power up or restart the server

host, type root and then press ENTER.

The prompt Password: is displayed.

2 Type the password for the user root, and then press ENTER.

You are in the home directory of the user root, which is the directory /root/.

Logging on remotely using a Unix-based PC

To log on to the server host as the user root remotely:

1 Log on to your local PC: enter your user name and the password.

2 If on your PC the operating system GUI is enabled, open a terminal window. For more

information and instructions, see “Opening a terminal window: additional remarks” on page 53.

3 To log on to the remote server host as the user root using SSH, type:

ssh root@[host] and then press ENTER.

[host] in this command is the hostname (domain name) or an IP address of the remote

server host.

4 At the prompt root@[host]’s password: type the password for the user root and then

press ENTER.

You are in the home directory of the user root, which is the directory /root/.

Logging on remotely using a Windows PC

In this section instructions are provided for the Windows SSH client PuTTY.

For general information on PuTTY, see “PuTTY: an SSH client for Windows” on page 53.

Instructions for downloading PuTTY can be found in “Downloading PuTTY” on page 53.

To log on to the server host as the user root remotely using PuTTY:

1 Log on to your local PC: enter your user name and the password.

2 Start PuTTY, for example, by double-clicking the putty shortcut on your Desktop (if present).

The PuTTY Configuration window is displayed (see Figure 3–1 on page 45).

3 Under Host Name (or IP address), type the hostname (domain name) or an IP address of the

remote server host.



4 Make sure that SSH is selected under Connection type and the field under Port contains the

number 22.

Figure 3–1: The PuTTY Configuration window with the settings appropriate for establishing an SSH session with the

remote server host. Note that in your case the IP address of the server host will, most likely, be different from that

shown in this figure in the Host Name (or IP address) field.

5 Click Open.

PuTTY connects to the specified host using SSH.

At this point, you may get a security alert informing that the remote server’s key is not cached

in the registry. If this is the case, read the information in the PuTTY Security Alert window

and depending on the circumstances, click either Yes or No to connect to the server.

The terminal window is displayed with the prompt reading login as:

6 Type root and then press ENTER.

The prompt root@[host]’s password: is displayed.

7 Type the password for the user root and then press ENTER.

You are in the home directory of the user root on the remote server host. This, most likely, is

the /root/ directory.

From this moment on you are in full control of the remote server host.



Downloading the distribution archive

There may be different ways of downloading the distribution archive from the Unison Web site onto the server host. In this section, instructions for the wget command are provided.

Important: If access to the Internet is allowed only through a Web proxy server on the LAN where the server host is installed, the wget command must be configured to use the corresponding proxy server. The wget command is configured by making changes to the file wgetrc located in the directory /etc/. For instructions on how to configure the wget command to use a proxy server, refer to “Configuring wget to use a Web proxy server” on page 54.

To download the distribution archive onto the server host using wget:

• Type wget [url] and then press ENTER. In this command [url] stands for the URL of the Unison Server distribution archive on the Unison Web site.

Example of the command:

wget http://www.unison.com/download/unisonserver-rhel5-i686-1.1.tar.bz2.run

The distribution archive is downloaded and saved in the current directory (presumably, the directory /root/).

Setting the access permissions for the distribution archive file

If you set the execute permission for the Unison Server distribution archive file, you will be able to run this file just by specifying its name (or path).

To set the execute permission for the archive file, you can use the chmod command:

• Type chmod +x unisonserver-[version-ID].tar.bz2.run and then press ENTER.

[version-ID] in the command above is a sequence of characters identifying the Unison Server version, for example, rhel5-i686-1.1, ubuntu8-i686-1.1, or something similar.

As a result, the execute permission for the file unisonserver-[version-ID].tar.bz2.run located in the current directory will be set for all categories of users. The read and write permissions won’t change.

You can also use the chmod command like this:

• Type chmod 755 unisonserver-[version-ID].tar.bz2.run and then press ENTER.

In this case the access permissions for the file unisonserver-[version-ID].tar.bz2.run will be set according to the following pattern: -rwxr-xr-x. This means that the file owner will be able to read (r), modify (w) and run (x) the file, but all other users will only be able to read and run the file.

Examples of the command:

chmod +x unisonserver-rhel5-i686-1.1.tar.bz2.run chmod +x unisonserver-ubuntu8-i686-1.1.tar.bz2.run chmod 755 unisonserver-rhel5-i686-1.1.tar.bz2.run chmod 755 unisonserver-ubuntu8-i686-1.1.tar.bz2.run



Running the archive file and setting the database administrator’s password

To install Unison Server, run the self-extracting distribution archive file.

1 If you have set the execute permission for the archive file (see “Setting the access

permissions for the distribution archive file” on page 46), you can run it just by specifying its

name (or the path):

Type ./unisonserver-[version-ID].tar.bz2.run and then press ENTER.

(This command runs the archive file unisonserver-[version-ID].tar.bz2.run

located in the current directory. [version-ID] stands for the sequence of characters

identifying the Unison Server version, for example, rhel5-i686-1.1, ubuntu8-i686-1.1,

or something similar.)

Example of the command:

./unisonserver-rhel5-i686-1.1.tar.bz2.run

The installation program checks the archive integrity and, if all is well, decompresses the

installation components. After that, the installation program outputs the following set of

messages:

Welcome to the Unison Server Installation Wizard!

Follow the on-screen instructions to install the Unison Server

system.

Please review the following license agreement before installing

Unison Server.

(Press any key to continue)

2 Press any key on the keyboard as the program suggests, for example, ENTER.

The first page of the End User License Agreement is displayed. At the bottom of the page

you’ll see highlighted text reading something like this:

--More--(5%) [Press space to continue, ‘q’ to quit.]

3 Read the License Agreement. When you are through reading a page, press the space bar to

move on to the next one.

When you finally get to the last page of the Agreement, the following message will be

displayed:

You must read and accept this End User License Agreement to

continue.

Do you accept the terms in this license agreement? (yes/no)



4 To accept the terms of the End User License Agreement, type yes and then press ENTER.

The installation program outputs the following message:

The Unison Server deployment requires an Internet connection to the Unison

License Server at m.unison.com port 443...

To begin installation, please press Y. To cancel the installation, press N.

5 Type Y and then press ENTER.

You are asked to enter your organization’s domain name1:

Enter your DOMAIN name:

(This domain will be used to create user accounts.)

Important: The domain name you are about to enter must be a valid domain name that

already exists in the Domain Name System (DNS). This domain name in DNS must be

associated with the IP address of the computer on which you are installing Unison Server.

The installation program will look up DNS to resolve the domain name into the corresponding

IP address. If this operation fails, you will be able to continue the installation, however, you will

have to resolve this issue at a later time.

6 Type the domain name, and then press ENTER.

You are asked to enter your organization name:

Enter your ORGANIZATION name:

(This is the company name that will be associated with user accounts.)

Important: The organization name you are about to enter must not contain any characters

other than (English) letters, digits and underscores (_). The use of blank spaces within the

organization name is not allowed. In all other respects, it can be any name that you think is

appropriate for your organization.

7 Type the organization name, and then press ENTER.

The installation starts. The software components are extracted from the archives, installed,

configured and then started. You can see what is going on in the system by observing the

information messages output by the installation program:

Please wait while Unison Server is being installed.

Extracting UMS Server software...

Unpacking jre1.6.0_05.tgz to /var/lib/ums ...

...................................................

1 The domain name is normally a text string which in e-mail addresses follows the ‘at’ sign (@), for example, gmail.com,

mozilla.org, etc.



When the installation is complete, the following set of messages is output:

Unison Server is up and running.

All software has been installed to: /var/lib/ums.

All data has been installed to: /var/spool/ums.

IMPORTANT! The password for the database administrator account root

is not set. This is a serious security issue. To set the password,

use this command:

/var/lib/ums/bin/mysqladmin -u root password NEWPASSWORD

To run Unison Control Panel, open your browser and go to

https://10.10.18.34:65443/

(Login: admin; Password: umsadmin)

Please change your password as soon as possible! (To do this, edit

the admin account in Control Panel.)

8 Set the password for the database administrator account root as the installation program

suggests. (You can do this at a later time, but the sooner you do it the better.) To set this

password, type:

/var/lib/ums/bin/mysqladmin -u root password [password] and press ENTER.

[password] in the command above is the actual password that you want to specify. For

example, if you wanted to specify the password SF35hk79VN, you would type:

/var/lib/ums/bin/mysqladmin -u root password SF35hk79VN

9 Write down the information related to Unison Control Panel (the URL, login and password)

and keep it in a secure place: you will need it at a later time (see “Logging on to Unison

Control Panel” on page 57).

10 To quit the terminal window, type:

exit and then press ENTER.

At this step the installation of Unison Server is complete. Since all the software components

pertaining to Unison Server have started automatically as part of the installation process, you don’t

need to take any particular actions to start Unison Server.

All further work with Unison Server will be performed through administrator’s Unison Control Panel.

Note: Unison Server is installed with a sponsor-supported license pre-deployed. Under this license,

end users receive advertising content in various forms when working with Unison Desktop.

There are also other types of licenses that you can obtain from Unison Technologies, Inc. and then

deploy on Unison Server.

To find out more about Unison licenses, visit the Unison web site (www.unison.com). See also

“Getting information about buying a license” on page 78 and “Changing a license” on page 78.



Troubleshooting. Issues that must be resolved

This section discusses the problems that you may run into when installing Unison Server, as well as

the ways of overcoming those problems.

Basically, if the computer on which you are installing Unison Server satisfies the requirements

described in “Unison Server host and the network environment” on page 39, it is very unlikely that

you would encounter a problem during Unison Server installation.

Prior to installing the software, the Unison Server installation program looks for potential problems

that may prevent the installation from succeeding, or that may prevent Unison Server from

operating correctly after the installation. If such problems are found, the installation program

outputs an error report or a warning.

There may be problems of two types. Problems of the first type are so serious that the installation

cannot continue. In such cases you have to fix the problem and then repeat the installation.

Problems of the second type are less serious. The installation can be completed, but you have to fix

such problems at a later time. Otherwise, Unison won’t be fully functional.

This section provides quick-fix instructions mainly for problems of the first type. To deal with issues of

the second type, if they are not described in this section, refer to “System requirements” on page 39.

SELinux is enabled

Problem: The SELinux (Security Enhanced Linux) component is enabled in the operating system of

the server host.

Solution: Disable SELinux and repeat the installation.

To disable SELinux, you have to make changes to the configuration file /etc/selinux/config

and then reboot the computer for the changes to take effect.

1 Open the file in a text editor. To do that using the vi editor, type:

vi /etc/selinux/config and then press ENTER.

2 Change the line currently reading SELINUX=enforcing or SELINUX=permissive to

SELINUX=disabled. To do that using the vi editor:

2.1 To switch the editor from the ‘read’ mode to the ‘insert’ mode, press the INSERT key.

2.2 Make the necessary edits by typing.

3 Save and close the file. To do that using the vi editor:

3.1 To bring the editor to the default (‘read’) mode, press the ESC key.

3.2 To save and close the file, type :wq and then press ENTER.

4 Reboot the computer. To do that, type reboot and then press ENTER.



Wrong user

Problem: When performing the installation, you are logged on to the server host as a user other

than root.

Solution: Log on as root and then repeat the installation.

Insufficient disk space

Problem: The free disk space on the server host (in the directory /var/lib) is less than 1 Gb.

Solution: Free the required space (in the corresponding directory) and repeat the installation.

my.cnf exists

Problem: The MySQL configuration file my.cnf exists on the server host. This may be the case

when MySQL database server was once installed on the computer in question. You might have

disabled or removed MySQL but you have not removed the configuration file.

Solution: Delete the file, and then repeat the installation. (If this file is present, you most likely will

find it in the directory /etc/ or /root/.)

Assuming that my.cnf is located in /etc/, to delete the file:

1 To switch to /etc/, type cd /etc/ and then press ENTER.

2 To delete the file, type rm –f my.cnf and then press ENTER.

/var/lib/ums/ or /var/spool/ums/ already exists

Problem: The directories /var/lib/ums/ and/or /var/spool/ums/ already exist on the

server host. This may be the case when Unison Server has previously been installed on the computer

in question.

Solution: Delete these directories along with all their contents, and then repeat the installation.

To delete the directories along with all their contents:

1 To make /var/lib/ the current directory, type cd /var/lib and then press ENTER.

2 To delete the subdirectory ums/ along with all its contents, type rm –rdf ums/ and then

press ENTER.

3 To make /var/spool/ the current directory, type cd /var/spool and then press ENTER.

4 To delete the subdirectory ums/ along with all its contents, type rm –rdf ums/ and then

press ENTER.



Unison Server ports are busy

Problem: One of the following ports used by Unison Server is being used by other software:

25 143 389 636 993 1024 1812 1813 2000 2525 3306 3905 5060 5080 5090

5222 5223 5269 5280 5347 5348 5349 9001 65443

Solution: Free the ports by removing (or disabling) the corresponding software.

Example: Let us assume that the installation program reported that the port 25 is busy. This might

be the case, for example, when Sendmail is running on the server host.

The first thing you may want to do is to find out what program is using this port. You can do it, for

example, by using this command:

netstat -nltp

In the command output, find the line containing the number 25 following the colon (:). The line of

interest may look something like this:

tcp 0 0 172.16.60.100:25 0.0.0.0:* LISTEN 2397/sendmail

Now that you know which program (service) is using the port, you may want to deactivate the

service and prevent it from starting automatically on subsequent computer reboots. This may be

done, for example, by means of the following command:

/sbin/chkconfig --del sendmail

Domain name does not exist or is not valid or is not associated with any IP address

Problem: The organization/Unison Server domain name that you specified when installing Unison

Server does not exist in DNS or is not valid. Also, it may not be associated with any IP address.

Solution: Make sure that a valid domain name for your organization/Unison Server exists in DNS

and is associated with the IP address of the Unison Server host. For more information, see “Unison

Server host and the network environment” on page 39.

End User License Agreement has not been accepted

Problem: After reading the End User License Agreement (during the installation) you didn’t accept

it (you typed something other than yes at the prompt Do you accept the terms in this

license agreement? (yes/no)).

Solution: Repeat the installation at a later time and this time accept the Agreement.



PuTTY: an SSH client for Windows

If you don’t have any particular preferences related to Windows SSH clients, you could try PuTTY.

PuTTY is an excellent free implementation of SSH for Windows written by Simon Tatham, a

software engineer from Cambridge, UK.

To start using PuTTY, all you have to do is download the executables from the Internet: this utility

program requires no installation.

Downloading PuTTY

PuTTY (the putty.exe file) can be downloaded from this Web page:

http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html

To download the file:

1 Start a Web browser.

2 In the Address bar, type:

http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html

and then press ENTER.

The PuTTY Download Page is displayed.

3 In the section “Binaries” where the links to the latest release versions are provided, click the

putty.exe link.

A dialog window informing you that you are about to download an application file is

displayed.

4 Select to save this file on your computer.

The file is downloaded and saved on your computer.

Opening a terminal window: additional remarks

This section is mainly for users of Unix-based operating systems with Graphical User Interface (GUI).

It explains the meaning of the instruction ‘open a terminal window’ and gives examples of how this

instruction translates into different action sequences depending on the circumstances.

The word ‘terminal’ refers to a user’s command-line interface to the basic services of an operating

system. In this sense, the word is a synonym of ‘command line interpreter’ or ‘shell.’ The sentence

‘Open a terminal window’ thus is equivalent to ‘Access the (operating system) shell.’



Here are some examples of the terminal window opening for different operating systems and

configurations:

• Any Linux OS with GNOME GUI

Do one of the following:

— Right-click somewhere within the Desktop area, and then click Open Terminal.

— Click Applications, point to Accessories, and then click Terminal.

• Any Linux OS with KDE GUI

Try one of the following:

— Press ALT+F2. In the dialog box that opens, next to Command type konsole, and then

click Run.

— Right-click somewhere within the Desktop area, and then click Konsole.

— If a shortcut to xterm is present on the Desktop, double-click that shortcut.

• Mac OS X

In Mac OS X, a shortcut to the terminal window is normally located in the

/Applications/Utilities folder:

— To open the Utilities folder, press SHIFT+COMMAND+U. When the folder opens,

double-click the Terminal icon.

— As an alternative, you can use the following navigation path in the Finder:

Applications > Utilities > Terminal

Configuring wget to use a Web proxy server

To configure the wget command to use a Web proxy server, you have to make changes to the

configuration file wgetrc located in the directory /etc/:

1 Open the file in a text editor. To do that using the vi editor, type:

vi /etc/wgetrc and then press ENTER.

2 Find the line containing the text http_proxy. To do that using the vi editor, type:

/http_proxy and then press ENTER.

3 To uncomment the line, remove the hash sign (#) at the beginning of the line, and specify the

parameters appropriate for the Web proxy server being used after the equal sign (=). The

resulting line should correspond to this format:



http_proxy = http://[host]:[port]/

where

[host] is an IP address or the hostname (domain name) of a Web proxy server host

and

[port] is the port used by the proxy server.

For example: http_proxy = http://wpoxy.gizmoware.com:3128/

To do this using the vi editor:

3.1 To switch the editor from the ‘read’ mode to the ‘insert’ mode, press the INSERT key.

3.2 Make the necessary edits by typing.

4 Save and close the file. To do that using the vi editor:

4.1 To bring the editor to the default (‘read’) mode, press the ESC key.

4.2 To save and close the file, type :wq and then press ENTER.


Chapter 4: Basics of working with Unison Control Panel

Unison Control Panel is a Web application intended for remote monitoring and control of Unison

Server as well as managing the information necessary for operating Unison.

You can access Unison Control Panel using a Web browser. For more information on the

requirements related to the computer that you can use for working with Unison Control Panel, see

“Unison Server administrator’s PC” on page 40.

Registering and activating Unison Server

Before logging on to Unison Control Panel for the first time, you have to register and activate your

Unison Server installation. To do that:


2 In the Address bar, type the URL of Unison Control Panel1 – the one communicated to you by

the installation program at the end of the installation (see steps 7 – 9 of the procedure

described in “Running the archive file and setting the database administrator’s password” on

page 47) – and then press ENTER.

A Web page for registering and activating Unison Server is displayed.

3 Type your details in the corresponding boxes and select your country from the list. Note that

required fields are marked with an asterisk (*).

4 When registering (as well as in operation), Unison Server requires access to Unison License

Server (https://m.unison.com:443).

If you want Unison Server to access Unison License Server via a Web proxy, specify the proxy

settings. To do that, select the Use HTTP proxy server check box. Type the name (or the IP

address) of the proxy server in the Host box (for example, wproxy.gizmoware.com). Type

the proxy port in the Port box (for example, 3128).

If the proxy server that you are using requires authentication, select the Proxy requires

authentication check box and type the user name and the password in the corresponding

boxes.

(If the registration is a success, the proxy settings that you have specified will be saved on

Unison Server. When Unison Control Panel becomes available, you will be able to access these

settings from the Settings page, see “Specifying proxy settings” on page 97.)

You don’t need to specify the proxy settings if there is no Web proxy on the LAN where

Unison Server is installed, or your want Unison Server to access the Internet directly (for

example, when connecting to Unison License Server).

1 The text you need to type may look something like this: https://192.168.64.128:65443. Note that in your case

the IP address of the server host (the part corresponding to 192.168.64.128 in this example), most likely, will be different.



5 Click Register.

An e-mail message with an activation code is sent to the e-mail address that you have

specified in the registration form. When you get this message, proceed to the next step.

6 Type the activation code that you have received in the Activation code box and then click

Activate Unison Server.

Your Unison Server installation is activated. The Unison Control Panel logon page is displayed.

Now you can log on to Control Panel. For instructions, refer to steps 3 – 5 of the procedure

described in “Logging on to Unison Control Panel.”

Logging on to Unison Control Panel

Unison Control Panel becomes available after registering and activating your Unison Server

installation (see “Registering and activating Unison Server” on page 56). To log on to Control Panel:


2 In the Address bar, type the URL of Unison Control Panel and then press ENTER. (For more

information, see the footnote on page 56.)

The logon page of Unison Control Panel is displayed.

3 In the User name box, type your logon name (presumably, admin).

4 In the Password box, type your password. If it’s the first time you are logging on to Unison

Control Panel, the password you should type is the one communicated to you by the

installation program.

5 Click Log in.

The System Status page of Unison Control Panel is displayed (see Figure 4–1 on page 58).

Important: To prevent system security from being compromised, you must change your password

immediately after your first logon to Unison Control Panel (see “Changing the password” on page 66).

Note: If you have not used Unison Control Panel for several minutes, the system logs you off

automatically. To continue working with Unison Control Panel, you have to log on again.



Overview of the workspace

There are two visually distinct parts in the workspace of Unison Control Panel.

In the left part of Unison Control Panel is the navigation bar containing hyperlinks to various

different pages of Unison Control Panel. (The hyperlinks are represented by underlined text.) When

you click a link in the navigation bar, a page corresponding to this link is displayed in the right part

of Unison Control Panel.

The links in the navigation bar are grouped; each group has a name (e.g. Organization, Mail,

Phone, and so on). Group names are not clickable; they just name a category to which a group of

somehow related hyperlinks belong.

Figure 4–1: The System Status page of Unison Control Panel.

With very few exceptions, all pages of Unison Control Panel (displayed in the right part of the

workspace) have the same structure. Directly below the page title there is a toolbar with buttons.

You click those buttons to carry out commands or tasks.

Underneath the toolbar the information that you can view and manipulate is displayed. In most

cases, a table format is used for information representation.

Each row in the table corresponds to one object of a certain type with the main object’s properties

shown. (Each column in a table corresponds to the object’s property.) Depending on how complex

the object is, all of its properties, or only the most important properties may be shown in the table.

To see all object properties, use the Edit function.

You can sort the information in the tables as well as perform a search for particular objects (see

“Sorting the information in tables” on page 62, “Using Quick Search” on page 62, and “Using

Advanced Search” on page 64).



When for some reason the connection with Unison Server is lost, the alert Disconnected is

displayed in red letters in the upper right corner of the workspace next to Logout.

When there is no connection between Unison Server and Unison License Server, the alert Cannot

connect to License Server is displayed in red letters next to Logout. For troubleshooting instructions,

see “Unison Server cannot connect to Unison License Server” on page 70.

Visual hints in Unison Control Panel

The following visual hints are provided in the tables of Unison Control Panel as well as next to the

tables:

• Triangle in a table header row: the current sorting state

Triangle pointing down or up next to a column name shows that the data in a table are

currently sorted by this column. If the triangle points down, the data is ordered (in most cases

alphabetically) in ascending order (0 – 9, A – Z, a – z). If the triangle points up, the data is

sorted in descending order (z – a, Z – A, 9 – 0).

• Magnifying glass icon: search is possible

If the box with the magnifying glass icon is present above the table in the right part of the

page, this means that you can search for objects and apply various filtering conditions to the

objects shown in the table. (The opposite is also true: if there is no such box, the search-and-

filter function is unavailable for the table. Consequently, all of the existing objects are always

shown.) For more information, see “Using Quick Search” on page 62 and “Using Advanced

Search” on page 64.

• Text colors and weights in tables: active, default and inactive objects

There may be the following cases:

— The text in the whole row is black. This means that the row corresponds to an active

object. Active objects are normal objects.

— The text in the whole row is black and either bold or there is a star icon in the first

(leftmost) column. This means that the row corresponds to a default (active) object. The

meaning of the default object depends on the object type. For more information, see

“Default objects” on page 60.

The bold font is also used to show that some object is somehow different from the rest

of the objects of the same type. For example, the bold font is used to display root voice

menus, hunt group administrators, and so on.

— The text in the whole row is gray and there is a small gray circle in the first (leftmost)

column. This means that the object corresponding to this row is currently inactive. For

more information on inactive objects, see “Inactive objects” on page 60.

• Padlock: locked objects

A padlock icon in one of the first table columns signifies a locked object. Locked objects

cannot be deleted or made inactive.



Default objects

Among the objects of certain types, one of the objects is or can be made the default object. The

meaning of the ‘default object’ depends on the object type, for example:

• Domains. Default domains, basically, are not different from any others. By making some of the

domains defaults, you just specify your preferences in order to speed up your work in Unison

Control Panel (such as when creating user accounts).

There can be one default domain for the organization and one default domain for each of the

departments. Default domain names are the ones that are suggested by the system when you

create user accounts and specify e-mail addresses for new users. By default, the system will

suggest the default domain name of the department to which the user belongs (if there is

such a default domain). If no domains are specified for the department (neither a default nor

any other), the system will suggest the default domain name of the organization.

• Outgoing call providers. There can only be one default outgoing call provider (call termination

provider). If there is more than one outgoing call provider defined in the system, Unison Server

selects the provider the call should be routed to according to certain rules. In cases when

Unison Server cannot select the provider based on those rules, the call is routed to the default

outgoing call provider.

• Organization address books. There can only be one default organization address book. All you

can do with this address book is create and manage e-mail distribution lists. The rest of the

information cannot be edited: the address book is formed on the basis of existing active user

accounts and contains only the information present in those user accounts. The default

organization address book cannot be deleted.

Inactive objects

Inactive objects are disabled ones or, in other words, ones that are ‘not in service.’ For example,

inactive user accounts correspond to users that cannot enter the system and, consequently, use any

of the services provided by Unison Server. Inactive e-mail boxes are ones that cannot be used for

sending and receiving e-mail. Inactive phone and extension numbers are ones to which no calls are

delivered.

You can edit the properties of inactive objects and then activate them (put them in service) if and

when needed.

Units of measure for time and size, time format

In a very limited number of cases when the units of measure are not shown, the following are

assumed:

• Megabytes (MB) – for all data storage values, such as sizes of mailboxes.

• Seconds (sec) – for all time values, such as timeouts.

• 24-hour format – for time periods, for example, in ACD rules, or in logs. For example, 9:00

a.m. is shown or input as 9:00 while 9:00 p.m. – as 21:00.



Selecting objects in tables

In Control Panel, you must select an object or objects before performing an action. To select a single

object, it is enough to click it in the table.

If you want to select several adjacent objects simultaneously, press and hold the SHIFT key, and click

the first and then the last object in the range. When ready, release the SHIFT key.

If you want to select several non-adjacent objects simultaneously, press and hold the CTRL key, and

then click the desired objects one by one. When all the desired objects are selected, release the

CTRL key.

Using double-clicks to perform ‘default’ actions

When you double-click a row in a table or an item in a list, the ‘default’ action is performed with

the corresponding object.

The default action almost always corresponds to the Edit function. Exceptions are:

• For services shown on the System Status page the default action is Repair or View Servers.

• For system usage statistics shown on the System Monitoring page the default action is View

Details.

• In certain dialog boxes where selection from a list is possible, the default action is Select. In

such dialog boxes there is a Select button which is used to perform the same operation (see

Figure 4–2).

Figure 4–2: The Available Extensions dialog box in which you can select extensions by double-clicking them in the

list



Sorting the information in tables

You can sort the information (reorder the objects) in any table by any of the columns. In almost all

cases the information is sorted alphabetically either in ascending order (0 – 9, A – Z, a – z) or

descending order (z – a, Z – A, 9 – 0).

To sort the information in ascending order by a column:

• Click the column name once.

To sort the information in descending order by some column:

• Click the column name twice.

(Each subsequent click on the column name changes the sorting order from descending to

ascending, then back to descending and so on.)

Where appropriate, you can also order the objects in a table so that all active objects appear at the

top or at the bottom. You can do it by clicking the header row of the leftmost column which has no

name (if there is such a column).

Using Quick Search

You can use Quick Search to look for specified text strings in tables or lists. As a result, only the

records satisfying the specified condition will be displayed.

Quick Search is available on pages (or in dialog boxes) where the box with the magnifying glass icon

is present:

• If there is no triangle next to the magnifying glass icon and the Quick Search box looks like

this: , you can search only in the whole table or list

• If a triangle pointing down is shown next to the magnifying glass icon and the Quick Search

box looks like this: , you can search in the whole table or any of the

table columns. To see the list of search options you can choose from, click the magnifying

glass icon or the triangle, see Figure 4–3.

Figure 4–3: Available Quick Search options are displayed when you click the magnifying glass icon or the triangle next

to it. The option that is currently selected is marked with a small circle to the left of the option name.

Note: The search conditions are not case-sensitive, that is, the results of a search for John, for

example, would contain john, John, JOHN, etc.



Searching in a whole table or list

To search the whole table (that is, all table columns) or the whole list for a specified string:

1 Make sure that the text Search Everywhere is shown in the Quick Search box to the right

of the magnifying glass icon . If this is not the case, click the magnifying glass icon, and then

click Search Everywhere in the list of search options. (The selected option is marked with a

small circle to the left of the name; Search Everywhere is the default option.)

If there is no triangle next to the magnifying glass icon, the only available option is to search in

the whole table or list and you don’t need to worry about the search scope. In this case you

can proceed right to the next step of this procedure.

2 Click somewhere in the field to the right of the magnifying glass icon, and then type the text

you want to look for.

3 To start the search, either wait a moment or press ENTER.

The records are displayed where the specified text is present at least in one of the columns.

Also note that now there is a round gray button in the right part of the Quick Search box.

This button is used for clearing the contents of the Quick Search box.

Searching in one of the table columns

Note: You can search for text in separate table columns only when a triangle pointing down is

present next to the magnifying glass icon in the Quick Search box.

To search only one of the table columns for the specified text:

1 Click the magnifying glass icon or the triangle next to it, and then click (in the list) the name

of the column in which you want to search.

2 Click somewhere in the field to the right of the icon and the triangle, and then type the text

you want to look for.

3 To start the search, either wait a moment or press ENTER.

The records are displayed where the specified text is present in the specified column.

Displaying all table records after quick search

To see all the records existing in the table when you have finished using Quick Search, clear the

contents of the Quick Search box. You can do that in one of the following ways:

• Click the round gray button in the right part of the Quick Search box.

• Delete the text in the Quick Search box using keyboard keys (BACKSPACE and/or DELETE).

Then wait a moment or press ENTER.



Using Advanced Search

With Advanced Search you can specify a number of complex search conditions. The search results

are more precise than those produced by Quick Search.

The number of search criteria is equal to the number of columns in a table. For example, if the

Organization Address Books table contains the columns Name, Administrators, Contacts,

Distribution Lists and Note, the Advanced Search panel will contain check boxes for all columns.

A more complicated situation emerges when one of the columns contains information composed of

several properties. For example, the User Accounts table contains the following columns: State,

Login, User Name, Department and Notes. The Advanced Search panel will contain the State,

Login, Department and Note check boxes. The user name is composed of the first, last and

middle names of the user, so you can search for each of these properties, using the First Name,

Middle Name, Last Name search options.

The specified conditions are all added together using the logical AND operator1.

Note: The search conditions are not case-sensitive.

Searching for objects

To search for objects using Advanced Search:

1 Underneath the box with the magnifying glass icon, click Advanced Search.

The Advanced Search pane is displayed.

2 Select the check box corresponding to the property for which you want to define a search

condition.

If you selected any property other than ‘Status’ or ‘State,’ a list box and an input field are

displayed underneath the check box. If you selected the ‘Status’ or ‘State’ property, two option

buttons, Active and Inactive, are shown. By selecting one of those options, you limit the

search scope either to active or inactive objects only.

3 Select one of the search options from the list. For text values these options are:

— Contains

— Begins with

— Ends with

— Is exactly

Option names in this case are self-explanatory.

1 If you specify more than one condition, you will be looking for records satisfying all conditions at the same time.

Consequently, you can expect that fewer records will be found.



For numeric values you can select one of the following options:

— = (equal)

— Is between

— > (greater than)

— < (less than)

— ≥ (greater than or equal to)

— ≤ (less than or equal to)

— ≠ (not equal)

4 In the field to the left of the list:

— If you are defining the search condition for text, type part of the string (options

Contains, Begins, and Ends with) or the full string you want to search for (option Is

exactly).

— If you are defining the search condition for numbers, type the number (options =, >, <, ≥,

≤, and ≠) or specify a range by typing two numbers (the option Is between).

5 Click Search.

The table is updated to contain only the records satisfying the specified search conditions.

6 To specify additional search conditions, repeat steps 2 – 4 for other properties.

Displaying all table records after advanced search

To see all the records existing in the table when you have finished working with advanced search:

• On the Advanced Search pane, click Show All (see Figure 4–4).

Figure 4–4: Displaying all table records after advanced search



Hiding the Advanced Search pane

To hide the Advanced Search pane:

• Above the Advanced Search pane, click Hide Search Pane.

Changing the password

To change the password that you use to access Unison Control Panel:

1 Under Organization, click User Accounts.

The User Accounts page is displayed.

2 In the table of user accounts, click the row corresponding to your account. Your account is

marked with a padlock icon in the first column and the column Login contains your Unison

Control Panel logon name (presumably, admin).

3 Click Edit .

4 In the Administrator Account Properties dialog box, type a new password in the box next

to New password, and then click OK (see Figure 4–5).

Figure 4–5: The Administrator Account Properties dialog box

Note: The password may be from 6 to 60 characters long and can include any characters.

Logging off from Unison Control Panel

To log off from Unison Control Panel:

• Click Logout in the top right corner of the workspace.

Troubleshooting

This section discusses the problems that you can come across when using Unison Control Panel as

well as the ways of localizing and solving those problems.

Unison Control Panel cannot be accessed

If you cannot access Unison Control Panel, you should check if:

• Unison Server host can be accessed, in particular:



— There are no problems with the IP connection.

— The firewalls between your local PC and the Unison Server host don’t block the

connection.

• The httpd server on Unison Server host is running and is capable of accepting client requests

on TCP port 65443.

This is how you perform all those checks starting from the IP level and then moving up along the

protocol stack to the application level:

1 Use the ICMP ping tool to check the IP connectivity:

1.1 Open a terminal window (on a Windows PC the command line interpreter cmd.exe

window).

1.2 Type ping [IP] and then press ENTER. [IP] in this command is the IP address of the

Unison Server host.

Look at the output. If all is well the number of lost packets is zero or at least is less than

the number of sent packets. This is an example of the output in a normal situation:

Pinging 10.10.18.168 with 32 bytes of data:

Reply from 10.10.18.168: bytes=32 time<1ms TTL=64




Ping statistics for 10.10.18.168:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 0ms, Maximum = 0ms, Average = 0ms

To stop execution of the command, you may need to press CTRL+C.

If all packets are lost, there is no IP connectivity. This may be due to one of the following

reasons:

— Unison Server host is off.

— The Unison Server host or your PC is not physically connected to the network. There also

may be cabling problems somewhere on the way from your PC to the Server host.

— There may be problems with interface cards (network adapters) either on your PC or on

the Server host.

— The connection parameters may not be properly set in the configuration of your PC or

the Server host.



— The firewalls may block the connection. The ICMP may be disabled on one or more of the

firewalls or on the server.

Try to localize and fix the problem. Then run the ping again. Move on to the next step only

after you get a satisfactory pinging result.

2 Check that the Unison Server host accepts connection on TCP port 65443:

2.1 Type telnet [IP] 65443 and then press ENTER. The [IP] in this command is the IP

address of the Unison Server host.

If after performing this operation you don’t get an error message looking similarly to this:

Connecting To 10.10.18.168...Could not open connection to the

host, on port 65443: Connect failed

2.2 Press CTRL+] then type st and press ENTER. If the output looks similar to this:

Connected to 10.10.18.168

then all is well and you can try to access Unison Control Panel using a Web browser on

your PC.

Connection on port 65443 may fail due to one of the following reasons:

— The TCP port 65443 is blocked on one of the firewalls.

— The httpd service on the server host is not running.

3 To check whether the httpd service is running and start it if it’s not:

3.1 Log on to the server host remotely as the user root using SSH. For instructions, see

“Logging on remotely using a Unix-based PC” on page 44 or “Logging on remotely

using a Windows PC” on page 44. (To be able to log on using SSH, the TCP port 22 on

the server host must be accessible.)

3.2 Type cd /var/lib/ums/init and then press ENTER.

3.3 Type ./uservice httpd status and then press ENTER.

The output httpd Status…ERROR would mean that the service is not running and you

have to start it.

3.4 To start the httpd service if it’s not running, type ./uservice httpd start and then

press ENTER.

Once you have made sure that the httpd service is running, repeat step 2. If you still cannot

connect to the server on TCP port 65443, this port is blocked by one of the firewalls. Check

the configuration of the firewalls and unblock the port.



Unison Control Panel does not perform as expected

If you can access Unison Control Panel but it does not perform as expected, for example, the

information displayed on the System Status, System Monitoring, and Statistics pages looks

somewhat peculiar, you can’t create new mailboxes, start or stop the servers, the Command server

(see “Command server” on page 34) may not be running.

To check whether the Command server is running and start it if it’s not:

1 Log on to the server host remotely as the user root using SSH. For instructions, see “Logging

on remotely using a Unix-based PC” on page 44 or “Logging on remotely using a Windows

PC” on page 44. (To be able to log on using SSH, the TCP port 22 on the server host must be

accessible.)

2 Type cd /var/lib/ums/init and then press ENTER.

3 Type ./uservice obelisk status and then press ENTER.

The output obelisk Status…ERROR would mean that the Command server is not running

and you have to start it.

4 To start the Command server if it’s not running, type ./uservice obelisk start and

then press ENTER.

Display of mixed content in Microsoft Internet Explorer is not enabled

When working with Unison Control Panel using Microsoft Internet Explorer, you may be constantly

getting a message informing you that ‘the page contains both secure and nonsecure items.’

To prevent this message from appearing on the screen again and again, you should enable display

of mixed content:

1 On the menu bar click Tools, and then click Internet Options.

2 Click the Security tab, and then click the Custom Level button on this tab.

3 In the list under Settings move to the section called Miscellaneous. In this section, find the

options for Display mixed content. Click Enable.

4 In the Security Settings dialog box, click OK.

5 Click OK in the Internet Options dialog box.



Unison Server cannot connect to Unison License Server

If Unison Server cannot connect to Unison License Server, check that:

• The Unison Server host has access to the Internet.

If, on the network where Unison Server is installed, computers access the Internet via a Web

proxy server, specify the properties of this proxy in the Unison Server configuration. To do that

(in Unison Control Panel):

1 Click Cannot connect to License Server in the upper part of the workspace.

2 In the Cannot Connect to License Server dialog box, click Set Up Proxy.

3 In the Proxy Settings dialog box, specify the properties of the proxy server (an IP address

or name, and a port). If necessary, define authentication parameters. Click OK. For more

detailed instructions on specifying the proxy settings, see steps 3 – 7 of the procedure

described in “Specifying proxy settings” on page 97.

• Association of the domain name m.unison.com and corresponding set of IP addresses in

DNS is not broken. (Run nslookup m.unison.com).

• TCP port 443 is open for all IP addresses associated with the domain name m.unison.com

on all firewalls between Unison Server and Unison License Server.

If all the above conditions are satisfied but Unison Server still cannot connect to Unison License

Server, contact Unison support.

License is invalid

If your license is not valid, the corresponding notification appears on the System Status page of

Unison Control Panel. To resolve the issue, contact Unison support.


Chapter 5: Testing the installation

This chapter contains an outline of the procedure that you can use to start building the Unison

network for your organization and check its basic functionality. The instructions provided here are

essential for gaining some initial practical experience of using Unison as an advanced enterprise-

class unified communications system.

In practical terms, the following procedure is aimed at building a simple Unison network containing

two Unison workplaces (communication points), each equipped with a PC running Unison Desktop

client and an IP phone.

By the time you start performing the procedure, it is assumed that:

• Unison Server has been installed and is running and the network environment in which it

operates satisfies the requirements described in “Unison Server host and the network

environment” on page 39.

• Two PCs satisfying the requirements listed in “Unison user’s PC” on page 41 are available.

• One PC that satisfies the requirements specified in “Unison Server administrator’s PC” on page

40 is available for working with Unison Control Panel. To interact with Unison Control Panel,

you could use one of the PCs on which you are going to install Unison Desktop client, if it has

a Web browser installed. In this case a separate administrator’s PC is not needed.

• Two IP phones are available.

To test the installation by building a simple Unison network:

1 Log on to Unison Control Panel. For instructions, refer to “Logging on to Unison Control

Panel” on page 57.

2 Make sure that all services are working. If there are services that are not working, repair those

services, see “Repairing a service” on page 77.

3 Using Unison Control Panel, ‘create’ at least one new department: you won’t be able to create

user accounts unless you can associate new users with departments1. For instructions, see

“Creating a new department” on page 92.

4 Create two new user accounts, see “Creating a new user account” on page 170. When

creating the accounts, make sure that each user is assigned a phone device and an extension.

Also make sure that in the default automatic call distribution (ACD) rule (which will be created

automatically for each user) the user’s phone is present in the list of the call destinations. On

the rest of the account settings, to save time, accept the default settings suggested by Unison

Control Panel.

1 When Unison Server is installed, one department called ‘Main’ is ‘created’ automatically. At the stage of testing the

installation, if you don’t want to create new departments, you can associate new user accounts with this department.

Chapter 5: Testing the installation


5 Connect two user PCs to the network and specify the network connection settings in the way

appropriate for the network to which those PCs are connected.

6 Install and start Unison Desktop client on one of the user PCs. For instructions, refer to

“Working with Unison Desktop on Windows” on page 209 or “Working with Unison Desktop

on Linux” on page 216. When requested, specify a valid user’s logon name and password and

instruct the Unison Desktop client to connect to Unison Server.

7 Install the Unison Desktop client on the second of the user PCs. Once you’ve done that, start

Unison Desktop and have it connected to Unison Server.

8 Check that the two Unison Desktop clients are capable of exchanging e-mail and instant messages.

For instructions on how to use Unison Desktop, refer to Unison Help. Instructions for accessing

Unison Help can be found in “Accessing Unison Desktop Help” on page 212 and “Accessing

Unison Desktop Help on Linux” on page 217.

9 Configure two IP phones and connect them to the network. For additional information and

instructions, refer to “Adding IP phones to the Unison network” on page 73.

10 Check that the phones can be used for communication.

Now that you have checked the basic functionality of your Unison network, proceed with expanding

it: add more Unison Desktop client PCs and phones and reflect all ‘hardware changes’ on Unison

Server, see “Populating Unison Server with data” on page 89.


Chapter 6: Adding IP phones to the Unison network

To function properly in the Unison network, a phone needs to be able to interact with the IP-based

network to which it is connected and with the Unison Phone Registrar, which intermediates all the

phone’s interactions with the appropriate Unison servers and other endpoint devices.

In addition, Unison Server should be aware of the phone and its properties in order to recognize the

phone and route the SIP calls from and to it.

So, to start using the phone in the system, in addition to physically connecting it to the network,

you need to properly set the parameters of the IP and SIP interfaces in the phone configuration as

well as those describing the phone on Unison Server.

What should be specified on Unison Server?

In Unison, calls are routed to the phones (or using Unison Control Panel terminology, ‘devices’)

according to automatic call distribution (ACD) rules.

The simplest ACD rule may state, for example, something like this: ‘Irrespective of the time of the

call, route calls addressed to all extensions and phone numbers owned by John Smith to John

Smith’s phone. If the call is not answered within 30 seconds, route the call to John Smith’s voice

mail.’

As you can see, the rule names a user, a phone and indirectly references some extensions and

phone numbers. If some phone is not mentioned in any of the ACD rules existing in the system, no

call will be routed to it. If a phone does not ‘belong’ to any of the registered Unison users, no one

will be able to initiate a call using it. To sum up, to be fully functional in Unison, a phone should be:

• Registered in Unison, that is, a device record for it should be present in the Unison database;

the device ID and password1 should be the same as in the configuration of the corresponding

phone; optionally the phone’s MAC address should be specified – for Cisco phones capable of

self-configuring their SIP interfaces2.

• ‘Owned’ by a registered active Unison user, that is, the phone should be associated with a

valid user account.

• Associated with some extension or phone number through ownership of the extension or

phone number and the phone by the same registered active Unison user.

1 Device ID and password are the phone’s SIP authentication credentials, which the phone uses to register itself in Unison, or

to be more precise on the Unison Phone Registrar.

2 When a record for a Cisco phone in the Unison database is created and the phone’s MAC address is specified, the SIP

interface configuration file having the name corresponding to the MAC address is generated on Unison TFTP server. Then,

when it first connects to Unison, the phone may download the configuration file over TFTP and self-configure its SIP interface

– if it is capable.



Additionally, for the user owning the extension or phone number and the phone, an ACD rule must

specify that calls to the extension or phone number owned by the user should be routed to the

phone belonging to that user.

When creating a new user account using the administrator’s Unison Control Panel, you can ‘create’

an extension and a phone for the new user as well as ‘create’ a corresponding ACD rule for that

user, see “Creating a new user account” on page 170.

What should be specified in the configuration of a phone?

This is the list of parameters that must be properly set in the configuration of an IP phone1:

• IP interface parameters:

— IP address of the phone on the network to which the phone is connected.

— The network (subnet) mask for this network.

— IP address of the router used on the network.

— IP address of the DNS server used on the network.

• SIP interface parameters:

— The phone’s SIP logon name2, the one that in combination with the corresponding

password is used to authenticate the phone when the phone attempts to establish a

connection with the SIP proxy server (Unison Phone Registrar).

— The password associated with the SIP logon name3.

— The IP address of the SIP proxy server (Unison Phone Registrar).

— The port of the SIP proxy server (Unison Phone Registrar).

The configuration parameters may be entered manually – individually for each phone connected to the

network. Alternatively, various means of automatic configuration may be used – depending on the

capabilities of the phones and the properties of the network environment in which they operate.

For example, if the phones support DHCP, you could use an appropriate DHCP server on your

network and manage assignment of IP parameters to all the phones in one place (that is, on the

DHCP server).

For Cisco IP phones, Unison provides a means to automatically configure their SIP interfaces.

1 Any ‘ordinary’ (PSTN-based) phone can become an IP phone when connected to the network via a SIP adapter.

2 In Unison Control Panel this is called ‘Device ID’ or ‘DID.’ In the configuration of the phone this parameter may be called

‘Authentication Name’ or something similar.

3 In the configuration of the phone this parameter may be called ‘Authentication Password’ or something similar.



Using Cisco IP phones

Cisco IP phones can be added to the Unison network with minimal configuration effort.

First of all, almost all Cisco phones are DHCP-enabled. In addition, most of the Cisco phones are

capable of downloading SIP configuration parameters in a text file from a TFTP server and self-

configuring their SIP interfaces according to the information contained in that text file.

Thus, with an appropriate properly configured DHCP server on the network, assignment of IP

parameters to phones will take place automatically. Moreover, there are DHCP servers that can tell

Cisco phones which route should be followed for finding the TFTP server where the SIP

configuration files are stored. The question is, however, which DHCP server would be an

appropriate one.

To answer this question, you have to consult the documentation provided by your Cisco phones

vendor and perform a little bit of research, say, on the Internet – for finding the server that would

suit your needs best. The following hint might help you choose the server: As far as Linux DHCP

servers are concerned, those supporting the option option-150 would be the optimal choice. In

addition to assigning all the necessary IP interface parameters to phones, those servers can also

direct the phones to the TFTP server where the SIP configuration files are stored. DHCP3-Server by

Internet Systems Consortium, Inc. (ISC) is one example.

Devising configuration files for DHCP servers as well as other topics related to usage of DHCP are

beyond the scope of this Guide. There is a lot of information on this on the Internet. However, once

again as a hint, the following two lines in the DHCP3-Server’s configuration file (for example,

dhcpd.conf) would direct the Cisco Model 7940 IP Phones to the Unison TFTP server with SIP

configuration information:

option option-150 [TFTP IP]

next-server [TFTP IP]

where [TFTP IP] is the IP address of the Unison TFTP server.


Chapter 7: Monitoring and controlling Unison Server

This chapter discusses Unison Control Panel features that you can use for monitoring and

controlling the Unison Server’s operation.

Managing services and license and viewing system usage statistics

Use the System Status page of Unison Control Panel (see Figure 7–1) for viewing the status of

Unison services, for controlling servers within each service, and for trying to ‘repair’ any services that

are not working.

On the System Status page, you can also view information about the Unison license being used

and initiate procedures related to buying or changing the license. This functionality can also be

accessed from the Settings page, see Figure 8–1 on page 90.

Figure 7–1: The System Status page of Unison Control Panel

In addition, the System Status page displays:

• Information about the availability of newer versions of Unison Server (if any).

• Charts of the CPU and memory usage, the workload of the database, and disk usage

statistics1.

1 The following format is used for presentation of the disk usage statistics: [used space]/[total space]. For example,

12.0G/66.5G underneath the chart would mean 12.0 gigabytes of 66.5 gigabytes are used.



Service and server basics

Unison Server, in fact, is a set of servers of various types that collaborate with each other to provide

the following services to the user: E-mail, Phone, Messaging, and Calendar.

Each service requires several servers to operate. If at least one of the servers supporting a service is

not running, the service is considered broken.

If this is the case, the service needs to be ‘repaired.’ To repair a service means to start all servers

pertaining to the service.

In Unison, there are primary and secondary servers. A server that requires other servers to perform

its operations is called a secondary server. A server that works by itself and doesn’t depend on the

other servers is called a primary server.

License basics

The Unison license defines how your organization can use Unison. Unison Server is installed with a

sponsor-supported license pre-deployed. Under this license, end users receive advertising content in

various forms when working with Unison Desktop.

There are also other types of licenses that you can obtain from Unison Technologies, Inc. and then

deploy on Unison Server.

To find out more about Unison licenses, visit the Unison web site (www.unison.com). See also

“Getting information about buying a license” on page 78 and “Changing a license” on page 78.

Unison Server communicates with Unison License Server (see “Unison License Server” on page 35)

to check the validity of your license. If there is a problem with the license or Unison Server cannot

connect to Unison License Server, Unison Server stops.

Accessing the System Status page

The System Status page is displayed each time you log on to Unison Control Panel (see “Logging

on to Unison Control Panel” on page 57).

To access the System Status page from a different Unison Control Panel page:

• In the left navigation bar under System, click Status.

Repairing a service

If a service is working (all its servers are running), the Repair button on the toolbar is disabled. If at

least one server is not working, the button becomes enabled.

To repair a service that is not working:

1 Open the System Status page (see “Accessing the System Status page”).

2 In the table of services, click the name of the service that you want to repair.



3 Click Repair or Servers .

The [Service name] Servers dialog box displays the list of servers for the selected service. The

servers that are not working are shown in gray and are marked with a small circle.

4 Click the Start Servers button.

If possible, the service is restored.

Viewing servers of a service

To view all servers of a service:

1 Open the System Status page (see “Accessing the System Status page” on page 77).

2 In the table of services, click the name of the service that you want to explore.

3 Click Servers .

The [Service name] Servers dialog box displays the list of servers of the selected service. The

servers that are not running are marked with a gray circle.

Getting information about buying a license

If you need information about buying a license from Unison Technologies, Inc:

1 Log on to Unison Control Panel (see “Logging on to Unison Control Panel” on page 57).

2 On the System Status page underneath the box in which information about the current

license is displayed, click Buy a new license.

A page on the Unison web site opens, where you can find all the necessary information.

Changing a license

To change a license by uploading a new license file (that you already have) from your local PC to

Unison Server:


2 Do one of the following:

— On the System Status page underneath the box in which license information is

displayed, click Change license.

— Open the Settings page (see “Accessing the Settings page” on page 92) and click

License on the toolbar.

The Current License dialog box opens.

3 Click Change.

The License Update wizard opens.



4 On the Browse file page of the wizard (see Figure 7–2) specify the fully qualified path to the

license file. To do that, either type the path in the box next to New license, or click Browse,

find the license file in the local file system, and select the file.

Figure 7–2: The Browse file page of the License Update wizard where you select a license file

Click Next.

The Change license page of the wizard is displayed (see Figure 7–3).

Figure 7–3: The Change license page of the License Update wizard

5 Check the license information, and then, to deploy the new license on Unison Server, click

Finish.

Note: When you change a license file on Unison Server, all servers are automatically restarted. If

some of the servers fail to start, the system will notify you of this situation. In this case you will have

to start the corresponding servers manually, see “Repairing a service” on page 77 and “Starting and

stopping the servers” on page 84.



Managing servers

Use the Servers page of Unison Control Panel for starting and stopping individual Unison servers as

well as for accessing the server information (see Figure 7–4).

Figure 7–4: The Servers page of Unison Control Panel

Server basics

Servers in Unison have the following properties:

• Type: The name of the server.

• Level (primary or secondary): There are primary and secondary servers.

Primary servers are independent of other servers. Secondary servers are dependant on other

servers: to operate properly they require other (primary) servers to be working.

When you start Unison servers, you begin with primary servers: you should start all primary

servers first, and only then start secondary servers. The servers are stopped in reverse order:

you first stop secondary servers, and then the primary servers.

• Note: An optional textual note.

For some of the servers, you can view and edit the server confirmation parameters:

• Anti-Virus:

— Update Database Info server: The hostname or IP address of the ‘main’ server where the

latest versions of the anti-virus databases are stored. Unison Server periodically checks

this server for updates and downloads new versions of the databases when these

versions become available. Initially, the value of this parameter is set to



current.cvd.clamav.net. You need to change this setting only if the ClamAV anti-

virus databases (that are used on Unison Server) change their location.

— Update Mirror: The hostname or IP address of the backup server. Unison Server

downloads updated versions of anti-virus databases from this server if the main server is

not available. The value of this parameter is initially set to db.us.clamav.net. You

can change this setting if you want to use a different backup server or if the one

specified changes its name.

— Update Checks: A positive integer number in the range from 1 to 24 defining how

many times a day the anti-virus database update checks should be performed. 1 means

once in 24 hours; 24 means every hour.

• Call Router:

— debug_level: The level of detail in logs. Possible values are TRACE, DEBUG, INFO,

NOTICE, WARNING, ERROR, and CRITICAL. For TRACE the number of event records

will be the highest; for CRITICAL – the lowest.

• IVR server:




• Mail Transfer Agent:

— imap_proc_max: The maximum number of processes allowed for IMAP.

— imap_proc_min: The minimum number of processes available for IMAP.

— imaps_proc_max: The maximum number of processes allowed for IMAPS.

— imaps_proc_min: The minimum number of processes available for IMAPS.

— lmtp_proc_max: The maximum number of processes allowed for LMTP.

— lmtp_proc_min: The minimum number of processes available for LMTP.

— sieve_proc_max: The maximum number of processes allowed for mail rules.

— sieve_proc_min: The minimum number of processes available for mail rules.

— smtp_proc_max: The maximum number of processes allowed for SMTP.

— smtp_proc_min: The minimum number of processes available for SMTP.

— Relay Host: The hostname or IP address of the mail relay server. If necessary, you can

specify some particular relay server that e-mail should go through. Otherwise, you don’t

need to specify anything.



The maximum number of allowed processes depends on the capacity of the computer the

server is running on. These numbers are normally in the range of about 20–50, and rarely

would be more than 100.

About the minimum number of processes: if less than the minimum are currently being used,

new processes are created, up to the minimum, to be ready for use.

• Spam Filter

— max_processes: The maximum number of processes allowed for the Spam Filter.

— phishing_email_notify: E-mail address to send notification of phishing attempts to.

— spam_email_action: How to handle messages identified as spam: PASS (send to

recipient), DISCARD (delete), or BOUNCE (return to sender).

— virus_email_ation: How to handle messages containing viruses: PASS (send to recipient),

DISCARD (delete), or BOUNCE (return to sender).

— virus_email_notify: E-mail address to send notification of detected viruses to.

• Voice Mail server




Accessing the Servers page

To access the Servers page:


2 In the left navigation bar under System, click Servers.

The Servers page is displayed containing a table of individual Unison servers (see Figure 7–4

on page 80). Each server in the table is represented by a separate row. For each of the servers

its type, level, status, and a note (which is optional) are shown. The servers that are not

running are marked with a gray circle in the first (status) column.

Viewing and modifying configuration information for a server

To view or modify configuration information for a separate Unison server:

1 Open the Servers page (see “Accessing the Servers page”).

2 In the table of the servers, click the row corresponding to the server for which you want to

view or modify the configuration information. Click Edit .

The Server Properties dialog box is displayed.



3 On the General tab, you can view the IP address of the server and optionally change the

textual note.

4 On the Configuration tab, you can view and modify the server configuration parameters (see

Figure 7–5). To modify a parameter, select the parameter in the list, and click the Edit button,

or just double-click the parameter. In the Parameter dialog box, specify the new value, and

click OK.

Figure 7–5: The Configuration tab of the Server Properties dialog box

Important: Be very careful when changing the server configuration parameters. All values are

saved and applied exactly the way you type them. The system does not check the validity of

your changes.

5 The changes that you make to configuration parameters take effect only when you restart the

server. If you select not to restart the server, the changes are saved but are not applied unless

you restart the server later.

To specify whether or not you want to apply the changes right away, select or clear the

Restart server after configuration change check box.

6 To save the changes and close the Server Properties dialog box, click OK. If by this time the

Restart server after configuration change check box is selected, the server is restarted and

reconfigured.



Starting and stopping the servers

Unison Server as a whole starts automatically right after the installation if the installation script ran

successfully.

Individual servers can be started or stopped separately in Unison Control Panel.

To start a server that is not running:

1 Open the Servers page (see “Accessing the Servers page” on page 82).

2 In the table of servers, click the row corresponding to the server that you want to start. Servers

that are not running have a gray circle in the first (status) column.

3 Click Start .

The server starts; the gray circle in the first (status) column disappears.

To stop one or more servers:

1 Open the Servers page (see “Accessing the Servers page” on page 82).

2 In the table of servers, select one or more running servers.

3 Click Stop .

4 In the dialog box that opens, click OK to confirm your intention to stop the selected servers.

Monitoring the system

Use the System Monitoring page of Unison Control Panel (see Figure 7–6 on page 85) to view the

workload of the system components and view the details of various processes and events occurring

in the system.

Monitoring basics

The System Monitoring page displays the system usage statistics grouped by the system

components (Email, Phone and Messaging).

Details are displayed in dialog boxes as tables. Each property is represented in a column of a table,

which enables you to sort information by columns in ascending or descending order. In addition,

you can search for information and filter out unnecessary details.

Accessing the System Monitoring page

To access the System Monitoring page:


2 In the left navigation bar under Reports, click Monitoring.



Figure 7–6: The System Monitoring page of Unison Control Panel

Viewing details

To view details of the summary information:

1 Open the System Monitoring page (see “Accessing the System Monitoring page” on page

84).

2 In the table, click the row containing the information that you want to see the details for.

3 Click Details , or just double-click the row.

A dialog box is displayed showing the details.

Viewing statistical reports

Use the Statistics page of Unison Control Panel (see Figure 7–7 on page 86) to view usage statistics

for e-mail, voice mail, telephony, and messaging systems. The statistical information is shown as

charts for different time periods. The average values are presented separately from the charts.

Statistical information that you can view includes:

• The number and size of e-mail messages

• The number and duration of phone calls

• The number and duration of voice mail messages

• The number and duration of instant messaging chats

You can view the statistics for a certain date, month or a whole year.



Accessing the Statistics page

To access the Statistics page:


2 In the left navigation bar under Reports, click Statistics.

The charts for the current date are shown.

Figure 7–7: The Statistics page of Unison Control Panel

Specifying a time period for statistical reports

To specify the time period for which you want to see the system usage statistics:

1 Open the Statistics page (see “Accessing the Statistics page”).

2 Select the type of report from the leftmost list. The possible options are:

— Daily

— Monthly

— Yearly

3 If you have selected Daily, specify the desired date. To do that, you can either select one from

the list next to report for, or just type the desired number.

4 If you have selected Daily or Monthly, specify the desired month. To do that, you can either

select one from the list, or just type the initial letters in the field, and choose the desired

month from a narrower list. For example, if you type j in the text field, the list will reduce to

January, June and July.



5 For all types of reports, select the year for which you want to see the statistics. By default, the

current year is used.

6 Click Show.

The graphs are updated to show the statistics for the time range you have specified.

Viewing system logs

Use the System Logs page of Unison Control Panel (see Figure 7–8) to access event logs.

Figure 7–8: The System Logs page of Unison Control Panel

You can view the log information for a certain time period. You can also search for a log fragment

containing specified text.

Each log is displayed in a separate tab or window of your browser.

Accessing the System Logs page

To access the System Logs page:


2 In the left navigation bar under Reports, click Logs.

Viewing log records based on search conditions

To view a log fragment satisfying certain conditions:

1 Open the System Logs page (see “Accessing the System Logs page”).

2 In the list of components on the System Logs page, click the name of the component for

which you want to see the log, and then click View .



The page for defining search parameters for the selected component is displayed in a separate

tab or window of your browser (see Figure 7–9).

Figure 7–9: A fragment of the Instant Messaging server log

3 If necessary, specify the time period for which you want to see the log records. First select an

option from the Information for list. The possible options are:

— The last: If this option is selected, you can specify the time period as a number of

minutes, hours or days preceding the current moment. In that case, you type the number

in the field to the right of the Information for list, and then select minutes, hours or

days from the list to the right of the number.

— Time period: If this option is selected, you can specify the beginning and the end of the

time period. In this case, you type the start date and time in the from field and the end

date and time in the to field. The date and time format you should use is YYYY-MM-DD

hh:mm:ss where either one or two digits can be used to represent a month (MM) and

the seconds (ss) are optional, for example, 2008-2-23 13:30 or 2008-02-23

13:30:00. If the time is omitted, 00:00:00 and 23:59:59 are assumed in the from

and to fields respectively.

4 If necessary, type the text that you want to find in the Search text field.

5 You can also specify how many lines you want to see preceding and following the specified

text in the log. To do that, type the corresponding numbers in the Lines before and Lines

after fields. If any of those fields is left blank, 0 is assumed.

6 Click Show.

The log records satisfying the specified conditions are displayed (see Figure 7–9).


Chapter 8: Populating Unison Server with data

Unison Server’s operation to a great extent depends on the information contained in the system.

This information defines who can use the system and how, as well as which resources are available

for that.

In this chapter you will learn how to provide Unison Server with this information.

Process overview

This is a recommended plan of action that you should follow when populating the system with

data:

1 Create the main departments to which you will then be adding users. For instructions, refer to

“Creating a new department” on page 92. The structure of the departments does not

necessarily have to correspond to the actual structure of the organization.

Important: You should be careful when defining department names: you won’t be able to

rename the departments at a later time.

2 If necessary, create e-mail domains (in addition to the one that you have specified when

installing Unison Server). For instructions, refer to “Managing e-mail domains” on page 98.

The e-mail addresses that you will define at a later time can be associated only with the

domains existing in the system.

Important: All the domains that you create should be registered in DNS and must be

associated with the IP address of the Unison Server host.

3 Check and, if necessary, change the default settings for the organization. For instructions,

refer to “Changing default settings” on page 93. These, basically, are the templates for

creating user accounts. If you properly define the settings (that is, the templates), you will then

be able to create new user accounts very quickly just by accepting the parameters suggested

by the system.

Note: The default organization settings affect new accounts only. Parameters of the existing

accounts won’t change when you change the organization defaults.

4 If external phone calls and phone numbers are going to be used, specify incoming and

outgoing call providers and define their properties. For instructions, refer to “Managing

incoming call providers and outgoing call providers” on page 106. Allocate the (external)

phone number for assigning to users, see “Managing phone numbers” on page 114.

5 Check and, if necessary, change the extension length, see “Defining extension length” on

page 122. Note that in the future you will only be able to increase it. Optionally, allocate

extensions for assigning to users, see “Managing extensions” on page 119. However, this is

not required at this stage as you can ‘create’ extensions for users when creating user accounts.



6 Optionally, create records for the phones that you are going to use in your system. For

instructions, refer to “Managing phone devices” on page 123. However, this is not required at

this stage since you will be able to ‘create’ phones for users when creating user accounts.

7 Create user accounts. For instructions, refer to “Managing user accounts” on page 166.

8 When necessary, obtain a new Unison license from Unison Technologies, Inc. and deploy it on

Unison Server. For instructions, refer to “Getting information about buying a license” on page

78 and “Changing a license” on page 78.

9 If necessary, define hunt groups, see “Managing hunt groups” on page 127.

10 If necessary, create voice menus, see “Managing voice menus” on page 136.

11 Continue populating Unison Server with data as needed.

Managing organization settings

Use the Settings page of Unison Control Panel (see Figure 8–1) to define the organization structure

and specify the default settings and templates, which will then be applied to new user accounts.

The Settings page also provides access to functionality related to viewing your current Unison

license and changing the license. The same functionality is available on the System Status page

(see Figure 7–1 on page 76 and “Changing a license” on page 78).

Figure 8–1: The Settings page of Unison Control Panel

You can also use the Settings page when you want to specify the properties of a Web proxy server

that Unison Server should use to access the Internet (if there is such a proxy server in your network).



Organization settings basics

The following information objects are grouped under the title ‘Organization settings’: departments,

default settings, the Unison license, and proxy settings.

Departments ‘contain’ users represented in the system by user accounts. The departments may not

contain other departments.

The departments have only one property, a name. Once specified, the department name cannot be

changed.

Default (organization) settings are the ones that the system suggests and applies by default when

creating all new user accounts. There are also default settings for other objects such as ACD rules,

hunt groups, and voice menus.

When you modify the default settings, it will not affect any previously created user accounts, but all new

user accounts will be created according to the modified default settings. The same applies to other objects.

The default settings include:

• Templates for generating the user display name and logon name. These templates are referred

to as a format.

• Password length, the length of an automatically generated user’s password.

• Time zone, which corresponds to the location of a user.

• Permissions, the list of which Unison services a user is allowed to use.

• E-mail settings, which include e-mail quota and templates for generating mailbox aliases.

• Phone settings, which include device (phone) type, password length, 911 location, and options

related to automatic assignment of available devices and extensions to new users. Phone

settings also include templates (referred to as a ‘format’) for generating device (phone) names.

• Destination timeout for ACD rules.

• Wrap-up time for hunt group members. This is a period of time after completing the phone

conversation when a hunt group member ‘wraps up’ the call, for example, makes notes, and

prepares for the next call. During this time the hunt group member is considered unavailable.

• Voice menu timeout, which defines how long a caller can stay in a voice menu after the sound

recording has ended and before the timeout action is performed.

For more information on default settings, see “Changing default settings” on page 93.

The Unison license defines how your organization can use Unison.

The proxy settings are the properties of a Web proxy server used on the LAN where Unison Server is

installed (if any). You don’t need to specify these settings if there is no such server on your LAN or if

you want Unison Server to access the Internet directly (for example, when connecting to Unison

License Server). For instructions on setting up the proxy, see “Specifying proxy settings” on page 97.



Accessing the Settings page

To access the Settings page:


2 In the left navigation bar under Organization, click Settings.

Creating a new department

To create a new department:

1 Open the Settings page (see “Accessing the Settings page”).

2 Click Create .

The New Department dialog box is displayed (see Figure 8–2).

3 In the Name field, type the department name. A department name can contain upper and

lowercase Latin letters and underscores (_) only. Also note that you won’t be able to rename

the department at a later time.

Figure 8–2: The New Department dialog box

4 To create a department with the name you have specified, click Create. (To exit the New

Department dialog box without creating a department, click Cancel.)

Deleting departments

If a department is not needed or unused, you can delete it from the organization structure.

Important: Only ‘empty’ departments, which do not ‘contain’ any users, can be deleted.

To delete one or more departments:

1 Open the Settings page (see “Accessing the Settings page”).

2 In the list of departments, select one or more departments to delete.

3 Click Delete .

4 Confirm your intention to delete the selected departments.



Changing default settings

To change the default settings:

1 Open the Settings page (see “Accessing the Settings page” on page 92).

2 Click Defaults .

The Defaults dialog box is displayed (see Figure 8–3).

Figure 8–3: The General tab of the Defaults dialog box

3 On the General tab, specify the following settings:

— Display name format, for example, %first %last, which means that the default

name will be generated from the first and last name of the user, separated with a space.

— Login format, for example, %fn%last, which means that the logon name will be

created from the first letter of the first name and the entire last name without spaces.

Important: The actual user’s logon name may contain from one to 30 characters. Only

lowercase (English) letters, digits, hyphens (-) and underscores (_) are allowed in logon

names.

Note: Click the Help button in the lower left corner of the dialog box to show the list of

variables that can be used to define the templates for the display name and logon name.

These variables are:

%first – first name

%fn – the first letter of the first name

%middle – middle name



%mn – the first letter of the middle name

%last – last name

%ln – the first letter of the last name

%login – user logon name

%org – organization name

%dep – department

%job – job title

— Password length: Number of characters in the password.

Important: The actual user’s password may contain from 6 to 60 characters. Any

characters are allowed in passwords.

— Time zone

4 On the Permissions tab (see Figure 8–4), specify the following options:

— Email: Select this checkbox to enable access to e-mail.

— Unison Messenger: Select this checkbox to enable access to Unison Messenger.

— Phone: Select this checkbox to enable access to telephony.

— Calendar: Select this checkbox to enable access to the calendar service.

Important: To enable access to the calendar service, access to e-mail must be enabled.

For more information, see “Example 10: Calendar event processing” on page 33.

Figure 8–4: The Permissions tab of the Defaults dialog box



5 On the E-mail tab (see Figure 8–5), configure the following settings:

Figure 8–5: The E-mail tab of the Defaults dialog box

— Quota: Specify the value that will be used as the default value in the user account

settings.

— Aliases: Use the New alias field to specify the format of additional e-mail addresses

(mailbox aliases). The format of the local part of an alias is defined using variables, for

example: %first %middle %last, or %org%job%last. The domain for a new alias

should be selected from the list of valid domains. When a template is ready, click the

Add button to add this format of an alias name to the list. Note that you can create any

number of templates for aliases.

6 On the Phone tab (see Figure 8–6 on page 96), specify the following options:

— Device name format: Specify the template that will be used to automatically generate

the device name for a user on creating a new user account. The default template

contains the %num variable, which helps provide sequential numbering of the phones, for

example, Phone 81.

— Device name for Desktop format: Specify the template for automatic generation of a

string that will only be used to identify the phone device in Unison Desktop for a user.

Users see this device name when they select a phone for incoming or outgoing calls. The

default value is Desktop phone.

— Device type: Select the desired device type from the drop-down list.



— Device password length: Specify the length of the automatically generated password

for a phone.

— 911 location: Use this field to specify the address that will be sent to a 911 provider in

case of an emergency call to 911.

— Add devices automatically: If this checkbox is selected, then, on creating a new user

account, the first available device will be assigned to the new user automatically. If this

checkbox is not selected, then, on creating a new user account, you will have to manually

assign the desired device to the new user.

— Add extensions automatically: If this checkbox is selected, then, on creating a new

user account, the first available extension will be assigned to the new user automatically.

If this checkbox is not selected, then, on creating a new user account, you will have to

manually assign the desired extension to the new user.

Figure 8–6: The Phone tab of the Defaults dialog box

7 On the ACD tab, specify the destination timeout. This value will be used for configuring ACD

rules for both user accounts and voice menus.

8 On the Hunt Groups tab, you can change the default wrap-up time for hunt groups. The

value that you specify will then be suggested by the system as the default wrap-up time for all

new hunt groups that you are going to create.

9 On the IVR tab, specify the menu timeout.

10 To save the changes, click OK.



Specifying proxy settings

Note: 1) You don’t need to specify the proxy settings if there is no Web proxy server on the

network where Unison Server is installed, or if Unison Server can access the Internet directly. 2) You

might have specified the proxy settings when registering and activating your Unison Server

installation, see “Registering and activating Unison Server” on page 56. If this is the case, the proxy

settings were saved on Unison Server.

To specify the proxy settings:

1 Open the Settings page (see “Accessing the Settings page” on page 92).

2 Click Proxy Settings .

The Proxy Settings dialog box is displayed (see Figure 8–7).

3 Make sure that the Use HTTP proxy server checkbox is selected.

4 In the box to the left of the colon (:), type an IP address or the hostname (domain name) of

your Web proxy server.

5 In the box to the right of the colon, type the port used by the proxy server (for example,

3128).

Figure 8–7: The Proxy Settings dialog box

6 If the proxy server that you are using requires authentication, select the Proxy requires

authentication checkbox and type the user name and the password in the corresponding

boxes.

7 Click OK.



Managing e-mail domains

Use the Domains page of Unison Control Panel for configuring the e-mail domains: creating new

domains and editing the properties of existing ones, activating and deactivating domains, deleting

empty domains, and assigning the default domain to the organization or departments (see Figure

8–8).

Figure 8–8: The Domains page of Unison Control Panel

Domain basics

The domain information includes:

• Name: Domain name.

Important: All new e-mail domain names that you ‘create’ using Unison Control Panel must

be properly registered in the Domain Name System (DNS). The domain names in DNS must be

associated with the IP address of the Unison Server host.

Also note that you cannot change the ‘main’ domain name – the one you have specified when

installing Unison Server.

• Department: Name of the department within the organization that owns the domain.

Note: The ‘main’ domain name – the one you have specified when installing Unison Server – is

owned by the organization, that is, all departments. You cannot change this assignment.

• Note: Optional textual comments.

• Active or inactive state: If a domain is active, it is accessible and participates in communication.

Inactive domains are not accessible, and e-mail messages are not delivered to such domains.

They are displayed in gray.



• Locked state: A domain is considered locked if it is not ‘empty.’ A locked domain cannot be

deleted or deactivated. The locked state of a domain is shown using a padlock icon.

• Default domains are not different from any others. By making some of the domains defaults,

you just specify your preferences in order to speed up your work in Unison Control Panel (such

as when creating user accounts).

There can be one default domain for the organization and one default domain for each of the

departments.

Accessing the Domains page

To access the Domains page:


2 In the left navigation bar under Mail, click Domains.

Creating a new domain

To create a new domain:

1 Open the Domains page (see “Accessing the Domains page”).

2 Click Create .

The New Domain dialog box is displayed (see Figure 8–9).

Figure 8–9: The New Domain dialog box

3 Specify the following properties of the new domain:

— Name

— Department

— Note

4 Click Create.



Editing the properties of an existing domain

To edit the properties of an existing domain:

1 Open the Domains page (see “Accessing the Domains page” on page 99).

2 In the table of domains, click the row corresponding to the domain you want to edit.

3 Click Edit .

The Domain Properties dialog box is displayed.

4 Change the properties of the selected domain as you think is appropriate.

Note: For the ‘main’ domain – the one you have specified when installing Unison Server – you

cannot change the name and association with the departments.

5 Click OK.

Deactivating domains

To deactivate one or more active domains:


2 In the table of domains, select one or more active unlocked domains.

3 Click Deactivate .

4 In the dialog box that opens, click OK to confirm your intention to deactivate the selected

domains.

The domains that you have just deactivated are marked with gray circles in the first (status)

column.

Activating domains

To activate one or more inactive domains:


2 In the table of domains, select one or more inactive domains.

3 Click Activate .

Deleting domains

Important: When a domain is deleted, e-mail messages are not delivered to that domain

anymore.

To delete one or more domains:




2 In the table of domains, select the domains that you want to delete.

3 Click Delete .

4 In the dialog box that opens, click OK to confirm your intention to delete the selected

domains.

Assigning the default domain to the organization or a department

To make a domain the default one for the organization or a department:


2 In the table of domains, select the domain you want to make the default one.

3 Click the Make Default button .

4 In the dialog box that opens, click OK to confirm your intention to make the selected domain

the default.

Managing mailboxes

Use the Mailboxes page of Unison Control Panel (see Figure 8–10 on page 102) for managing

mailboxes: activating and deactivating the mailboxes as well as viewing and editing their properties.

Mailbox basics

A mailbox cannot be created just on its own. A mailbox is created when a user account is created,

and mailboxes only exist in the context of the corresponding user accounts. Consequently, mailbox

properties are basically a user’s mail account properties.

Most of the mailbox properties (except for the mailbox access permissions) can also be defined

when creating or modifying user accounts.

Mailbox information includes:

• E-mail: The default e-mail address and additional e-mail addresses (aliases). The default e-mail

address is automatically generated when creating a user account. Aliases are additional e-mail

addresses, from which incoming e-mails are delivered to the default e-mail address.

• Owner: Unison user that ‘owns’ the mailbox.

• Department: The department to which the mailbox owner belongs.

• Quota: The disk space allocated for a mailbox. Quota is defined in megabytes or may be set to

‘unlimited.’ The Mailboxes page shows the free space and percentage occupied of each

mailbox.



• Active or inactive state: If a mailbox is active, it is accessible and participates in communication.

Inactive mailboxes are not accessible, and e-mail messages are not delivered to such mailboxes.

They are displayed in gray.

Figure 8–10: The Mailboxes page of Unison Control Panel

• Access permissions that the mailbox owner has in relation to his or her mailbox:

— Administer the mailbox

— Create mail folders (subfolders) in this account

— Delete messages, mail folders, and/or the mailbox itself

— Move or copy messages in mail folder

— View names of mail folders, but not their contents

— Post a message in the mailbox by sending the message to the mailbox's submission

address

— View all mailbox contents for this account

— Have message status synchronized ("unread/read" and "recent") across multiple IMAP

sessions

— Have message status changed automatically (flags such as "recent," "replied," and "draft")

• Sieve scripts are the rules for filtering e-mail messages. All scripts are initialized on creating a

user account. There are two types of scripts: user scripts and administrator’s scripts. The user

scripts are editable in the Unison Desktop client. The system administrator can create more

administrators’ scripts, which are not visible in the Unison Desktop client.



This is a typical example of a Sieve script:

require ["fileinto", "regex"];

if allof(

header :contains "from" "John Smith")

{

fileinto "FromJohnSmith";

}

This script puts the e-mail messages that contain the text John Smith in the From field into

the folder FromJohnSmith.

For more details on filtering scripts, refer to RFC 5228.

When writing the scripts you can use POSIX 2 extended regular expressions.

Accessing the Mailboxes page

To access the Mailboxes page:


2 In the left navigation bar under Mail, click Mailboxes.

The Mailboxes page is displayed, showing the list of existing mailboxes (see Figure 8–10 on

page 102). For each mailbox, the Control Panel shows its e-mail address, the name of the

owner, department, quota allocated for the mailbox in megabytes, and the free space in

megabytes and percent.

Deactivating mailboxes

To deactivate one or more active mailboxes:

1 Open the Mailboxes page (see “Accessing the Mailboxes page”).

2 In the table of mailboxes, select one or more active mailboxes.


4 Confirm your intention to deactivate the selected mailboxes.

The mailboxes that you have just deactivated are marked with gray circles in the first (status)

column.



Activating mailboxes

To activate one or more inactive mailboxes:

1 Open the Mailboxes page (see “Accessing the Mailboxes page” on page 103).

2 In the table of mailboxes, select one or more inactive mailboxes.

3 Click Activate .

The gray circles disappear from the first (status) column in the rows corresponding to the

mailboxes that you have just activated.

Editing the properties of a mailbox

To edit the properties of a mailbox:

1 Open the Mailboxes page (see “Accessing the Mailboxes page” on page 103).

2 In the table of mailboxes, click the row corresponding to a mailbox you want to edit.

3 Click Edit .

The Mailbox Properties dialog box is displayed (see Figure 8–11).

Figure 8–11: The General tab of the Mailbox Properties dialog box



4 On the General tab, the parameters are shown that you specified when creating the

corresponding user account, see “Creating a new user account” on page 170. You can edit all

the parameters with the exception of the mailbox owner. Edit the mailbox parameters as

needed:

— Owner: This is a read-only value displayed for reference purposes only.

— Email: The default e-mail address. This address, initially, is generated automatically when

creating a user account using the template defined on the Settings page, see “Changing

default settings” on page 93.

If you want to change the address, type the local part of the e-mail address in the field

preceding the “at” sign (@), and/or select the domain name from the list following the @

sign. (The list of domains is defined on the Domains page, see “Managing e-mail

domains” on page 98.)

— Aliases: You can create a number of additional e-mail addresses, or aliases. For example,

if a user’s ‘actual’ e-mail address is [email protected], an alias could be

[email protected]. If an e-mail is sent to such an address, it is delivered to the user’s

mailbox.

To create an alias, type the local part of the alias in the New Alias field, select a domain

name from the list of domains (following the @ sign), and then click Add.

To delete unnecessary aliases, highlight the corresponding text fragment next to Aliases,

and then press DELETE.

— Quota: The size of the mailbox.

If you don’t want to limit the size of the mailbox, click Unlimited.

— Note: Type a textual note (optional).

5 On the Permissions tab, define the permission options for the mailbox.

6 On the Sieve Scripts tab, you can view the user script, and edit the administrator’s script.

7 Click OK to confirm the changes made and close the dialog box.



Managing incoming call providers and outgoing call providers

Use the Incoming Call Providers or Outgoing Call Providers page of Unison Control Panel to

manage the information related to call origination and termination providers (providers of the

incoming and outgoing calls).

Call providers basics

When phone calls are made inside an organization (from extension to extension), only Unison

telephony is used.

Exchange of phone calls between the Unison telephone network and public telephone networks

(for example, national or international) requires participation of external companies, telephone

service providers.

Telephone service providers render two types of services, call origination and call termination

services.

Call origination refers to routing phone calls originated in external telephone networks (in relation

to your organization) to a specified location. This location, normally, is identified by an IP address

and port. In Unison Control Panel, call origination providers are called incoming call providers.

Call origination service, normally, is associated with a set of (external) phone numbers that are

leased or sold to an organization. Acting as identifiers of communication endpoints in a public

telephone network, these phone numbers make Unison phone users accessible for phone calls that

originated in ‘external’ networks. The incoming calls provision service involves collecting the calls

directed to phone numbers allocated to an organization and routing these phone calls to the

specified IP address and port.

Important: To be able to route calls to the Unison telephone network, the incoming call provider

should know the corresponding IP address and port. Note that these must be the IP address and

port of the Call Router. The IP address, obviously, is that of the Unison Server host. The default port

of the Call Router is 1024.

Call termination refers to collecting calls (originated in an organization telephone netwok) at a

specified location (known as a gateway) and routing those calls to the communicaton endpoints

(phones and other) in the external public networks. The gateway where the calls are collected is

identified by an IP address and port. In Unison Control Panel, call termination providers are called

outgoing call providers.

Your organization may have a number of incoming and outgoing call providers. The same

telecommunication company may, in principle, act as both the incoming call and outgoing call

provider.

If your organization has more than one outgoing call provider, the system must somehow decide

which of the providers should be selected or, in other words, to which of the gateways a particular

outgoing call should be routed. This decision is made based on phone number prefix information

specified for each of the outgoing call providers. Additionally, based on a particular provider’s



requirements, the dialed phone numbers when passed to the provider may be converted to a

format understood or used by the provider.

(If necessary, a similar procedure may be applied to (external) phone numbers leased or bought

from incoming call providers. You may want to register these numbers on Unison Server in a form

different from that used by the provider. In this case you can define number translation rules that

establish the relationship between the two numbering systems.)

To illustrate how various parameters you specify using Unison Control Panel relate to each other, let

us have a look at how calls are processed in the Unison telephone network.

The call processing starts when a Unison telephone user dials a number. If this number corresponds

to one of the extensions or phone numbers registered on Unison Server (and so is associated with a

Unison user or voice menu), the call won’t leave the Unison telephone network and will be delivered

according to an appropriate ACD rule.

Otherwise, phone number prefixes associated with outgoing call providers are compared with the

starting digits in the dialed number. If a match is found, the corresponding provider is selected. The

longer the prefix matching the number, the better the match is.

If the dialed number matches the prefixes of the same length belonging to two or more providers,

the provider is selected based on other information, namely, the number of channels and the

priority (see a discussion of these parameters later in this section). The more channels the provider

has and the higher the provider’s priority, the more likely it is that the provider will be selected.

Once the provider has been selected, an attempt is made to select one of the number translation

rules specified for this provider (if any). If an appropriate rule is found, the dialed number is

converted accordingly. Then, the call is routed to the IP address and port specified for the provider’s

gateway.

If a particular provider cannot be selected based on the phone number prefix information, the call is

routed to the IP address and port specified for the default outgoing call provider.

Summing up, an incoming call provider in Unison is described using the following properties:

• Name: A text string identifying the provider in the system.

• IP: An IP address of the incoming call provider’s gateway (which calls to Unison Server come

from). For information on what this setting should be, contact your service provider.

• Port: The port on the incoming call provider’s gateway (which calls to Unison Server come

from). For information on what this setting should be, contact your service provider.


• Number translation rules: (Optional) rules for translating phone numbers the way they are used

in the incoming call provider’s telephone network into phone numbers the way they are

registered on Unison Server.



Just for illustrating, let’s discuss one of the possible applications of the number translation

rules.

Most of the telephone service providers use some standard system of phone numbers. In this

system, each phone number may start with a country prefix followed by an area code. What

goes next is often referred to as a subscriber number.

It might be more convenient for you to register only the subscriber numbers on Unison Server.

In this case you should somehow ‘tell’ the system that the long number the way Unison Server

receives it from the provider (along with a phone call) is the same thing as the number

registered in your system.

To do that, you can specify a number translation rule that will remove a specified number of

starting digits from the numbers that are passed to Unison Server by the incoming call

provider.

For information on what syntax is used for writing number translation rules, refer to the part

discussing the number translation rules for outgoing call providers later in this section.

• Contact person: Details such as a name, phone number, instant messenger ID, e-mail and

postal addresses of the provider’s contact person.

• State (active or inactive): An incoming call provider may be made (temporarily) inactive and

then activated back again. The active/inactive state in relation to call providers has the same

meaning as for other objects, see “Inactive objects” on page 60.

An outgoing call provider has the following properties:

• Name: A text string identifying the provider in the system.

• IP: An IP address of the outgoing call provider’s gateway (that Unison Server routes outgoing

phone calls to). For information on what this setting should be, contact your service provider.

• Port: The port on the outgoing call provider’s gateway (that Unison Server routes outgoing

phone calls to). For information on what this setting should be, contact your service provider.

• Channels: The maximum number of simultaneous telephone connections supported by the

provider. The value of this parameter may affect selection of the provider. For information on

what this setting should be, contact your service provider.

• Priority: A positive integer number describing the provider selection priority. The greater the

number, the higher the probability that the provider will be selected. Specify the priority as you

think is appropriate.




• Number translation rules: The rules for translating the dialed numbers into numbers that along

with the call are passed to the outgoing call provider. (Providers may have different

requirements for the format in which they prefer to receive the numbers.)

The corresponding rules are specified using regular expressions. The Perl dialect of the regular

expressions language is used in Unison for specifying the number translation rules.

The number translation rules that you may need to specify, will, normally, just add a sequence

of numbers in front of the dialed number or replace the starting digits in the dialed number

with different digits.

This is a typical example of a number translation rule:

s/^9(\d{10})$/0117$1/

This rule is equivalent to the following directive: in all numbers starting with 9 and followed by

10 digits, replace the leading 9 with 0117.

Here are some considerations related to this rule:

— The rule has the following structure: s/[expression]/[substitution]/.

s means ‘substitute’. The slashes (/) are delimiters that separate parts of the rule.

— [expression] is a pattern defining the text that should be found. ^ and $ mean the

beginning and the end of the line respectively.

\d means a digit; \d{10} means 10 digits.

The parentheses () enclose a so-called marked subexpression. The string matched

within the parentheses can be recalled later (for example, within [substitution]).

— [substitution] is a pattern defining the text that should replace the found piece of

text.

$1 is a variable referencing the first of the marked subexpressions.

The same rule may be expressed in a different way, for example, like this:

s/^9(\d{5})(\d{5})$/0117$1$2/

In this example, two marked subexpressions are used within [expression] and there are

two variables in [substitution] ($1 and $2) referencing these two subexpressions.

Here is one more example:

s/^9(\d{2,7})$/0117812$1/

This rule means: in all numbers where 9 is followed by a group of digits, from 2 to 7 digits

long, replace the leading 9 with the sequence 0117812, preserving the rest of the number.



For more, refer to external sources of information, for example, http://

en.wikipedia.org/wiki/Regular_expressions. Note, however, that the Perl version

of regular expressions is used for specifying the number translation rules.

• Prefixes: Phone number ‘prefixes’ associated with the provider and affecting the provider

selection. The term prefix is used to refer to one or more digits in the beginning of the dialed

number. For each provider you can specify as many prefixes as you need.

• Contact person: Details such as a name, phone number, instant messenger ID, e-mail and

postal addresses of the provider’s contact person.

• Default provider: One of the outgoing call providers must be defined as a default provider. If

the provider cannot be selected based on the prefix information, the outgoing call is passed to

the default provider.

• State (active or inactive): An outgoing call provider may be made temporarily inactive and then

activated back again. The active/inactive state in relation to call providers has the same


Accessing the Incoming Call Providers and Outgoing Call Providers pages

To access the Incoming Call Providers or the Outgoing Call Providers page:


2 In the left navigation bar, under Phone:

— To access the Incoming Call Providers page, click Incoming Call Providers.

— To access the Outgoing Call Providers page, click Outgoing Call Providers.

Creating providers of the incoming and outgoing calls

To create a new provider of the incoming and outgoing calls:

1 Open the Incoming Call Providers or the Outgoing Call Providers page (see “Accessing the

Incoming Call Providers and Outgoing Call Providers pages”).

2 Click the Create button .

The New Provider dialog box is displayed (see Figure 8–12 on page 111).

3 On the General tab of the dialog, specify the name, IP address and port that identify the

provider. For outgoing call provider, also specify the number of channels and priority.

Optionally, type a textual comment.



Figure 8–12: The General tab of the New Provider dialog box

4 On the Rules tab of the dialog (see Figure 8–13), you can specify regular expressions for

number translation rules. Regular expressions are separated with line breaks.

For termination providers, you can also specify prefixes that will be used for selecting the

provider.

Figure 8–13: The Rules tab of the New Provider dialog box

5 On the Contact Person tab, specify details of the contact person in the telephone company.

6 Click the Add button.



Editing the properties of incoming and outgoing call providers

To edit the properties of an existing provider of incoming or outgoing calls:


Incoming Call Providers and Outgoing Call Providers pages” on page 110).

2 In the table of providers, click the row corresponding to the provider whose properties you

want to edit.

3 Click Edit .

The Provider Properties dialog box is displayed.

4 Change the provider properties as required, and then click OK.

Making an outgoing call provider the default one

To make an outgoing call provider the default one:

1 Open the Outgoing Call Providers page (see “Accessing the Incoming Call Providers and

Outgoing Call Providers pages” on page 110).

2 In the table of providers, click the desired outgoing call provider.

3 Click Make Default .

4 In the dialog box that opens, click OK to confirm your intention to make the selected provider

the default one.

Deleting incoming and outgoing call providers

To delete one or more incoming or outgoing call providers:



2 In the table of providers, select one or more providers.

3 Click Delete .

4 The following actions are different for incoming and outgoing call providers.

If an incoming call provider has associated phone numbers, specify what should be done with

these phone numbers. In the Delete Providers dialog box (see Figure 8–14 on page 113),

click one of the following radio buttons:



Figure 8–14: The Delete Providers dialog box

Delete: The selected provider is deleted together with the associated phone numbers.

Reassign to provider: The selected provider is deleted, and the associated phone numbers are

reassigned to a different incoming call provider that is selected in the list.

Keep and assign a provider later: The selected provider is deleted, but the associated phone

numbers are preserved. You can assign new incoming call providers for these phone numbers

later, as described in “Editing a phone number” on page 116 and “Editing ranges of phone

numbers” on page 117.

For outgoing call providers, or for incoming call providers that do not have any associated

phone numbers, just click OK to confirm deletion.

Deactivating incoming and outgoing call providers

To deactivate one or more incoming or outgoing call providers:



2 In the table of providers, select one or more origination or termination providers.


4 In the dialog box that opens, click OK to confirm your intention to deactivate the selected

providers.

Activating incoming and outgoing call providers

To activate one or more inactive incoming or outgoing call providers:



2 In the table of providers, select one or more inactive providers.

3 Click Activate .



Managing phone numbers

Use the Phone Numbers page of Unison Control Panel (see Figure 8–15) to manage the external

phone numbers.

Figure 8–15: The Phone Numbers page of Unison Control Panel

Phone number basics

In Unison, the term phone number is used to differentiate external numbers that are part of the

national or international telephone network from extensions.

The phone numbers that you work with as the Unison administrator are purchased from the

incoming call providers as part of the telephone service. These phone numbers make phones (and

other call endpoints) located within the Unison network accessible for calls that originate in public

telephone networks.

A phone number in Unison has the following properties:

• Phone number: A unique sequence of digits that identifies the call endpoint.

• Incoming call provider: The name of the provider who services the calls addressed to this

phone number, see “Call providers basics” on page 106.

• Circuit ID: An identifier assigned by the telecommunication provider to the data/voice network

leased to your organization. To find out what circuit IDs are associated with phone numbers

used by your organization, contact your incoming call provider.

• Owner: The phone number owner, either a Unison user or a voice menu. Phone numbers that

temporarily have no owner are available for assigning to Unison users or the system of voice

menus.



Phone numbers ‘owned’ by the system of voice menus1 have the text Voice Menu in the

field Owner.

• Department: A phone number may belong to one of the departments or to the organization

(that is, all departments).

Unison users can only be assigned phone numbers that belong to their own department, or

phone numbers that belong to the organization. In other words, a user cannot ‘own’ phone

numbers ‘owned’ by a different department.

In relation to voice menus, there is no such limitation: the voice menu system may ‘own’

phone numbers that belong to any department or the organization.

• State (active or inactive): Phone numbers may be made temporarily inactive and then

reactivated. The active/inactive state in relation to phone numbers has the same meaning as

for other objects, see “Inactive objects” on page 60.

• Note: An optional textual note associated with a phone number.

Accessing the Phone Numbers page

To access the Phone Numbers page:


2 In the left navigation bar under Phone, click Phone Numbers.

Creating phone numbers

To create a phone number or a range of phone numbers:

1 Open the Phone Numbers page, see “Accessing the Phone Numbers page”.

2 On the toolbar of the Phone Numbers page, click Create .

The New Phone Numbers dialog box opens (see Figure 8–16 on page 116).

3 In the Create section of the dialog box, click one of the options: Range of numbers or

Single number.

4 For a range of numbers, enter the starting and the ending numbers in the text fields. For a

single number, enter the phone number in the text field.

5 Select the incoming call provider from the Incoming call provider list.

1 In contrast to Unison users, it is practically impossible to tell which particular voice menu ‘owns’ the phone number. Strictly

speaking, phone numbers are ‘owned’ by phone number groups. Depending on how ACD rules for voice menus are

configured, one phone number group may be associated with one or more voice menus. For more information, see “Voice

menu basics” on page 137.



Figure 8–16: The New Phone Numbers dialog box

6 Specify the circuit ID.

7 Select the state of the phone number or the phone numbers from the State list.

8 Select the department from the Department list.

9 If necessary, specify the owner. To do that, click Select and choose the owner in the Select

Owner dialog box.

10 Type a comment (optional).

11 Click the Create button.

Editing a phone number

To change the properties of an existing phone number:

1 Open the Phone Numbers page, see “Accessing the Phone Numbers page” on page 115.

2 Double-click the desired phone number, or select it and click the Edit button on the

toolbar. The Phone Number Properties dialog box opens.

3 Change the phone number properties as required and click OK to apply modifications and

close the dialog box.



Editing ranges of phone numbers

You can access ranges and perform mass changes on multiple phone numbers. To do this, you can

either select adjacent numbers, or specify the range immediately in the dialogs, as described below.

To change properties for a range of phone numbers:


2 On the toolbar of the Phone Numbers page, click Edit Range .

The Multiple Phone Number Properties dialog box opens (see Figure 8–17).

3 Specify the desired range in the fields Phone numbers from – to.

4 Select the checkboxes next to the properties you want to change, and specify the new values.

Figure 8–17: The Multiple Phone Number Properties dialog box

5 Click OK.

Deleting phone numbers

To delete one or more phone numbers:


2 Select one or more phone numbers in the list.

3 On the toolbar of the Phone Numbers page, click Delete .

4 In the dialog box that opens, click OK to confirm deletion.



Deleting a range of phone numbers

To delete a range of phone numbers:


2 On the toolbar of the Phone Numbers page, click Delete Range .

3 In the Multiple Phone Number Deletion dialog box (see Figure 8–18), specify the starting

and ending numbers of the range and click Delete.

Figure 8–18: The Multiple Phone Number Deletion dialog box

4 In the confirmation dialog box, click OK to confirm deletion.

Deactivating phone numbers

To deactivate one or more phone numbers:


2 Select one or more phone numbers.

3 On the toolbar of the Phone Numbers page, click Deactivate .

4 In the dialog box that opens, click the OK button to confirm.

Activating phone numbers

To activate one or more phone numbers:


2 Select one or more inactive numbers.

3 On the toolbar of the Phone Numbers page, click Activate .



Managing extensions

Use the Extensions page of Unison Control Panel (see Figure 8–19) for creating and managing

extensions, as well as for setting extension length.

Figure 8–19: The Extensions page of Unison Control Panel

Extension basics

Extension numbers or, simply, extensions are ‘internal’ phone numbers in the Unison telephone

system. In comparison with ‘external’ phone numbers, extensions, as a rule, are much shorter

because the overall number of extensions that an organization requires is approximately equal to

the number of employees (telephone users).

You can ‘create’ as many extensions as the organization needs.

Extensions in Unison have the following properties:

• Extension: The extension number, the number which is dialed to make a phone call within the

‘internal’ Unison telephone system.

• Owner: Extension owner, either a Unison user or the system of voice menus. Extensions that

temporarily have no owner are available for assigning to Unison users or the system of voice

menus.

Extensions ‘owned’ by the system of voice menus1 have the text Voice Menu in the field

Owner.

1 In contrast to Unison users, it is practically impossible to tell which particular voice menu ‘owns’ the extension. Strictly

speaking, extensions are ‘owned’ by phone number groups. Depending on how ACD rules for voice menus are configured,

one phone number group may be associated with one or more voice menus. For more information, see “Voice menu basics”

on page 137.



• Department: An extension may belong to one of the departments or to the organization (that

is, all departments).

Unison users can only be assigned extensions that belong to their own departments or

extensions that belongs to the organization. In other words, a user cannot ‘own’ extensions

‘owned’ by a different department.

In relation to voice menus, there is no such limitation: the voice menu system may ‘own’

extensions that belong to any department or the organization.

• State (active or inactive): Extensions may be made temporarily inactive and then reactivated.

The active/inactive state in relation to extensions has the same meaning as for other objects,

see “Inactive objects” on page 60.

• Note: An optional textual note associated with an extension.

All extensions in the Unison telephone system must have the same length, that is, the same number

of digits in the extension number. The extension length depends on the size of the organization.

As the telephone system of the organization grows bigger there may be a need to increase the

extension length, for the new number system to be able to accommodate more numbers.

When the extension length is increased, the existing extensions have to be somehow adapted to the

new system. This is done by prepending the same digit (or the same sequence of digits) to all

existing extensions. The digit or the sequence of digits that is added before the extension numbers

is called the extension conversion prefix.

Important: You can only increase the extension length; it is never possible to reduce the extension

length.

Accessing the Extensions page

To access the Extensions page:


2 In the left navigation bar under Phone, click Extensions.

Creating extensions

To create an extension or a range of extensions:

1 Open the Extensions page (see “Accessing the Extensions page”).

2 On the toolbar of the Extensions page, click Create .

The New Extension dialog box opens (see Figure 8–20 on page 121).

3 In the Create section, click either Range of extensions or Single extension.



4 If you have selected to create a range of extensions, specify the starting and ending numbers

of the range in the Extensions from – to fields. If you have selected to create a single

extension, type the extension in the Extension field. Note that an extension should contain

the number of digits defined by the extension length (see “Defining extension length” on

page 122).

Figure 8–20: The New Extension dialog box

5 Select the extension state (active or inactive) from the State list.

6 Select the department from the Department list.

7 If necessary, specify the extension owner. To do that, click Select and then select the owner in

the Select Owner dialog box.

8 Optionally, type your comments next to Note.


Editing extensions

To change the properties of an existing extension:

1 Open the Extensions page (see “Accessing the Extensions page” on page 120).

2 Select the desired extension and click Edit , or just double-click the extension in the list.

The Extension Properties dialog box opens.

3 Change the extension properties as required and click OK.



Deleting extensions

To delete one or more extensions:


2 Select one or more extensions in the list.

3 On the toolbar of the Extensions page, click Delete .


Deactivating extensions

To deactivate one or more extensions:


2 Select one or more active extensions.

3 On the toolbar of the Extensions page, click Deactivate .

4 In the dialog box that opens, click OK to confirm.

Activating extensions

To activate one or more extensions:


2 Select one or more inactive extensions.

3 On the toolbar of the Extensions page, click Activate .

Defining extension length

To configure extension length:


2 Click Extension Length .

3 In the Extension Length dialog box (see Figure 8–21), specify the extension length and

extension conversion prefix.

Figure 8–21: The Extension Length dialog box

4 Click the Change button.



Managing phone devices

Use the Phone Devices page of Unison Control Panel (see Figure 8–22) to manage information

related to the phones used in the system.

Figure 8–22: The Phone Devices page of Unison Control Panel

Device basics

Telephone communication in the Unison network occurs between its endpoints, or devices. Devices

in Unison are simply phones1.

Devices (or phones) have the following properties:

• Name: The string identifier of the device, which is used in Control Panel for administration

purposes only. The names are generated automatically by a template specified in the

organization default settings, see “Changing default settings” on page 93. You can change

the generated name as you think is appropriate.

• Name for Desktop: The device name that is used as a display name in Unison Desktop. This

name identifies devices for a specific user in his/her Unison Desktop client installation. The

names for Unison Desktop are generated automatically by a template specified in the

organization default settings, see “Changing default settings” on page 93. You can change

the generated name as you think is appropriate.

• Owner: The user who owns the device.

• Type: Cisco or unknown.

1 In the context of ACD rules the word ‘device’ is also used to refer to voice mail.



• MAC address: The Media Access Control address. In Unison, MAC addresses are useful for

Cisco phones: they establish relationships between Cisco phones and text files on Unison

Server used for their auto configuration (see “Example 4: Auto configuration of an IP phone”

on page 26). For phones other than Cisco, MAC addresses are much less important and may

be thought of as additional information.

Generally, MAC addresses in human-readable format are represented as six groups of two

hexadecimal digits, for example, 00-1b-64-b8-d4-7f. In Unison Control Panel, the

following formats can be used for entering MAC addresses: six groups of two hexadecimal

digits separated either with hyphens (-) or colons (:) or three groups of four hexadecimal

digits separated either with dots (.) or colons (:). For example, the following are four different

valid representations of the same MAC address: 00-1b-64-b8-d4-7f,

00:1b:64:b8:d4:7f, 001b.64b8.d47f, 001b:64b8:d47f. Within the same MAC

address only the same separator can be used. For example, the following format is not valid:

001b.64b8:d47f.

• Device ID: A string of characters identifying a phone in the system. The device ID acts as a

logon name for a phone. The phone uses its ID (in combination with a password) to

authenticate itself when entering the system.

Device IDs for phones are generated automatically. You can view device IDs but you cannot

modify them.

• Password: A string of characters which a phone uses (in combination with the device ID) to

authenticate itself when entering the system.

• 911 Location: The address that will be sent (as a string of text) to a 911 provider in case of an

emergency call to 911.

• Note: An optional note which you can use, for example, as a memo.

• Active or inactive state: If a device is active, it is accessible and participates in communication.

Inactive devices are not accessible.

Accessing the Phone Devices page

To access the Phone Devices page:


2 In the left navigation bar under Phone, click Devices.

Creating a new device

To create a new device:

1 Open the Phone Devices page (see “Accessing the Phone Devices page”).

2 Click Create .



The New Device dialog box is displayed (see Figure 8–23).

Figure 8–23: The New Device dialog box

3 Specify the device name, name for Desktop, owner, type, MAC address and 911 location.

The password is generated automatically. You can press the Reset button next to the

Password field to get another password from the system.

4 Click Create.

Editing the properties of a device

To change the properties of an existing device:

1 Open the Phone Devices page (see “Accessing the Phone Devices page” on page 124).

2 In the table of devices, click the row corresponding to the device to be edited, and then click

Edit .

The Device Properties dialog box is displayed (see Figure 8–24 on page 126).

3 Change the desired properties of the device: its name, name for Desktop, owner, type, MAC

address and 911 location.

To change the password, click the Reset button next to the read-only Password field.



Figure 8–24: The Device Properties dialog box

4 Click OK.

Deleting devices

To delete one or more devices:


2 In the table of devices, select one or more devices.

3 Click Delete .

4 In the dialog box that opens, click the OK button to confirm deletion.

Deactivating devices

To deactivate one or more active device:


2 In the table of devices, select one or more active devices.


4 In the dialog box that opens, click the OK button to confirm deactivation of selected devices.



Activating devices

To activate one or more inactive devices:


2 In the table of devices, select one or more inactive devices.

3 Click Activate .

Managing hunt groups

Use the Hunt Groups page of Unison Control Panel to create hunt groups, specify their members

and properties as well as to delete, deactivate or activate hunt groups.

Hunt group basics

A hunt group is a group of operators who can answer the same calls. Normally, hunt group

members are people who have similar skills. In Unison Control Panel hunt group members are

referred to as agents.

Members for hunt groups are selected from registered Unison users, that is, people who have user

accounts in Unison.

Calls to hunt groups can come only from voice menus (see “Voice menu basics” on page 137) and

in this sense the hunt groups cannot be called ‘directly.’ Hunt groups are associated with voice

menus by means of the ‘call hunt group’ actions. If, when interacting with a voice menu, a caller

presses a number associated with the ‘call hunt group’ action, the call is passed to the specified

hunt group.

Once the call is received by the hunt group, the next step is to select one of its members and route

the call appropriately. Selection of the hunt group member who is going to answer the call is

performed automatically based on:

• The information about the availability of the agents. For the agent to receive the call, the

agent should be online and not talking on the phone or ‘wrapping-up’ the call1.

• For available agents: characteristics of the agent specified in the system, namely, the skill level

and in some cases also the priority of the hunt group (see descriptions of these parameters

later in this section).

When on behalf of the user, Unison Desktop ‘informs’ the server that the user is available and ready

to answer the call, it also sends the user’s extension to the server. The call is then routed by the

server based on the user’s extension and the ACD rules specified for the corresponding user

account.

1 Unison Server finds out whether the agent is available based on the agent’s current state in Unison Messenger.



A hunt group in Unison has the following properties:

• Name: A text string that identifies a hunt group.

• Priority: A positive integer number defining the priority of the hunt group. The higher the value

of this parameter, the higher the priority of the hunt group.

The value of this parameter may affect the call processing in cases when a particular Unison

user is a member of more than one hunt group. If, for example, two different hunt groups are

trying to pass two calls to the same agent at the same time, Unison Desktop (on behalf of the

agent) will select the call coming from the hunt group with higher priority.

• Owner: A hunt group can belong to an organization or to one of its departments. This

association, however, does not limit you in selecting hunt group members: a hunt group

belonging to a certain department can have members from any of the departments.

Note: Once you have associated the hunt group with the organization or one of the

departments, you won’t be able to change this association at a later time.

• IVR Menus: Voice menus with which the hunt group is associated.

• Agents: Registered Unison users, who are the members of a hunt group. Each hunt group

member is characterized by the following properties:

— Skill level code (referred to in Unison Control Panel simply as a skill level) is a parameter

affecting selection of a particular hunt group member for answering the call in cases

when more than one agent is available (that is, ready to answer the call).

Out of all available agents, Unison selects the one who has the highest level of expertise.

The higher the level of expertise, the lower the skill level code assigned to an agent.

The skill level code is a positive integer number. The highest possible level of expertise

corresponds to skill level code 1; the next is 2, and so on.

— Wrap-up time. The period of time after completing a phone conversation when an

operator ‘wraps up’ the call, for example, makes notes, and prepares for the next call.

During this time the operator is considered unavailable.

If this parameter is not specified explicitly, its value is set to the default wrap-up time

specified for the hunt group.

• Hunt group administrator: One of the hunt group members can be a hunt group

administrator. Hunt group administrators can manage hunt group activities using Unison Call

Manager.



There can be only one administrator in a hunt group. On the other hand, there may be hunt

groups without an administrator.

To distinguish the administrators from the rest of the hunt group members, the information

related to the hunt group administrators is shown in bold in Unison Control Panel.

Note: As any other member of a hunt group, the hunt group administrator will receive phone

calls addressed to the hunt group. If this is inconvenient, the hunt group administrator may be

advised to disconnect the Hunt Groups service in Unison Desktop.

• Default wrap-up time: The wrap-up time assigned to the hunt group member by default, that

is, when the wrap-up time for the operator is not defined explicitly.

• Server timeout: The period of time within which the server is trying to find the best of the

available operators (starting from the moment when the ‘first’ available operator has been

found).

When a call comes to the hunt group, the server starts looking for available agents. When the

first available agent is found, the server does not pass the call to that agent at once but

continues to look for other available agents. If within the period of time defined by the server

timeout other agents are found, the call is passed to the agent that has the lowest value for

the skill level parameter.

The lower the value of the server timeout parameter, the quicker the call is passed to the

agent. On the other hand, if this value is too low, the server does not have time to find the

‘best’ of the available agents.

• Client timeout: The period of time within which Unison Desktop collects the calls from

different hunt groups (starting from the moment when the first of the calls has arrived).

When the hunt group informs Unison Desktop that there is a call waiting to be answered,

Unison Desktop does not accept the call immediately. Within the time defined by the value of

the client timeout parameter, it waits for calls from other hunt groups. If there are such calls,

Unison Desktop will select the call from the hunt group that has the highest value for the

priority parameter. Then Unison Desktop will inform the corresponding hunt group that the

user is ready to answer the call (and pass the user’s extension to the server).

Accessing the Hunt Groups page

To access the Hunt Groups page:


2 In the left navigation bar under Phone, click Hunt Groups.



Creating a hunt group

To create a hunt group:

1 Open the Hunt Groups page (see “Accessing the Hunt Groups page” on page 129).

2 Click Create .

The New Hunt Group wizard is displayed (see Figure 8–25).

3 On the Owner Type page of the New Hunt Group wizard, specify whether the hunt group

belongs to the organization or one of the departments. To do that, select either Organization

or Department.

Note: You will not be able to change the owner of the hunt group at a later time.

Figure 8–25: The Owner Type page of the New Hunt Group wizard

Click Next.

4 If you are creating a hunt group that belongs to one of the departments, click the required

department in the list on the Department page (see Figure 8–26).

Figure 8–26: The Department page of the New Hunt Group wizard

Click Next.



5 On the General Properties page of the wizard (see Figure 8–27), specify the name, priority,

default wrap-up time, and an optional note.

Figure 8–27: The General Properties page of the New Hunt Group wizard

Click Next.

6 On the Advanced page (see Figure 8–28), specify the client and server timeouts.

Figure 8–28: The Advanced page of the New Hunt Group wizard

Do not change the default values unless you are absolutely sure that it is necessary to do so.

Click Next.

7 On the Finish page of the wizard, choose whether you want to start populating the hunt

group immediately or at a later time. To do that, select or clear the Add agents to hunt

group on completion check box.

Click Finish.

If the Add agents to hunt group on completion check box was selected, the Hunt Group

Properties dialog box is displayed so you can start specifying the hunt group members. For

corresponding instructions, refer to “Managing hunt group members” on page 133.



Also note that new members can be added to the hunt group when creating user accounts or

editing their properties, see “Creating a new user account” on page 170 and “Editing a user

account” on page 189 respectively.

Editing the properties of a hunt group

To edit the properties of an existing hunt group:


2 In the table of hunt groups, click the row corresponding to the hunt group you want to edit.

3 Click Edit .

The Hunt Group Properties dialog box is displayed.

4 On the General tab, you can change the name, priority, and default wrap-up time.

Important: You cannot change the department to which the hunt group belongs.

5 On the Agents tab, you can view and manage information related to the hunt group

members. For more information and instructions, see “Managing hunt group members” on

page 133.

6 On the IVR tab (see Figure 8–29), you can view the list of voice menus associated with the

hunt group.

Figure 8–29: A fragment of the IVR tab of the Hunt Group Properties dialog box

For each voice menu the following information is displayed:

— Path: The way for callers to get from the root IVR node to the node directly associated

with the hunt group.

— Root Phones: The phone numbers and extensions associated with the root node.

— Direct Phones: The phone numbers and extensions (if any) associated with the node

used for accessing the hunt group.

Note: If the list of voice menus is empty, the hunt group is not accessible for phone calls.

Associations of voice menus with hunt groups are created when working with voice menus,

see “Voice menu basics” on page 137 and “Creating, editing, and deleting actions” on page

148.



7 On the Advanced tab, you can change the client and server timeout values.

Important: Be very careful when editing the client and server timeouts. Changing these values

may affect the availability of the hunt group.

8 When you have finished working with the hunt group properties, click OK.

Managing hunt group members

Use the Agents tab of the Hunt Group Properties dialog box (see Figure 8–30) for performing

operations related to managing hunt group members. These operations include:

• Adding new members (agents) to the hunt group.

• Editing the properties (the skill level and wrap-up time) of the agents.

• Assigning administrator’s rights to one of the hunt group members as well as taking away

those rights.

• Removing users from the hunt group.

Figure 8–30: The Agents tab of the Hunt Group Properties dialog box

For instructions on opening the Hunt Group Properties dialog box (for an existing hunt group),

see steps 1 – 3 of the procedure described in “Editing the properties of a hunt group” on page 132.

To add agents to a hunt group:

1 Click Add underneath the table of agents (see Figure 8–30).

The New Hunt Group Agent dialog box is displayed (see Figure 8–32 on page 134).



2 To select a new hunt group member, click Select in the upper right corner of the dialog box.

The Select Agent dialog box is displayed (see Figure 8–31).

3 Click the required department in the Department list.

The list of users in the selected department is displayed in the User list.

Figure 8–31: The Select Agent dialog box

4 In the User list, click the name of the user that you want to add to the hunt group. Then click

OK.

The name of the user that you have selected appears in the New Hunt Group Agent dialog

box next to Name.

5 Specify the skill level of the agent, and the wrap-up time (see Figure 8–32).

Figure 8–32: The New Hunt Group Agent dialog box



Click Add.

The new hunt group member appears in the table of agents.

6 Repeat steps 1 – 5 to add as many agents as required.

7 When you have finished specifying hunt group members, click OK in the Hunt Group

Properties dialog box.

To change the properties (the skill level and wrap-up time) of an agent:

1 Select the required hunt group member in the table of agents, and then click Edit.

2 The Hunt Group Agent Properties dialog box is displayed.

3 Change the skill level and/or wrap-up time.

4 Click OK.

The properties of the agent in the table of agents are updated according to the changes that

you have made.

To make one of the hunt group members the hunt group administrator:

1 Select the required hunt group member in the table of agents.

2 Click Assign Admin underneath the table.

The selected user becomes the hunt group administrator. To distinguish the administrator from

other group members, the text in the corresponding row is shown in bold.

To take administrator’s rights away from the hunt group member:

1 Select the agent (who is currently the hunt group administrator) in the table of agents.

2 Click Unassign Admin underneath the table.

To remove one or more users from the hunt group:

1 Select one or more users in the table of agents.

2 Click Remove underneath the table.

3 Confirm your intention to remove the selected users from the hunt group by clicking OK in the

corresponding message box.



Deactivating and activating hunt groups

You can temporarily suspend a hunt group, while preserving all its settings. In the table of hunt

groups, inactive hunt groups are marked with a gray circle in the first (status) column. When

necessary, suspended hunt groups can be activated.

To deactivate one or more hunt groups:


2 Select one or more active hunt groups.


4 In the dialog box that opens, click OK to confirm deactivation, or Cancel to leave the selected

hunt groups active.

To activate one or more inactive hunt groups:


2 Select one or more inactive hunt groups.

3 Click Activate .

Deleting hunt groups

To delete one or more hunt groups:


2 Select one or more hunt groups.

3 Click Delete .

4 In the dialog box that opens, click OK to confirm deletion, or Cancel to preserve the selected

hunt groups.

Managing voice menus

Use the Voice Menus page of Unison Control Panel (see Figure 8–33 on page 137) to create and

manage IVR menus, configure entry points and sounds, and enable and configure phone access to

the Admin Menu.

After you have created voice menus, you can also edit them over the phone using the Admin Menu,

when this is more convenient.



Figure 8–33: The Voice Menus page of Unison Control Panel

Voice menu basics

Voice menus are elements of the interactive voice response (IVR) service provided by the Unison

telephone system.

A voice menu is a set of options a caller can choose from by pressing numeric keys on his or her

phone. Each voice menu is associated with one or more sound files that normally contain pre-

recorded instructions on using the menu options.

Voice menus are organized into tree-like structures or hierarchies. That is why voice menus are also

referred to as nodes (of the hierarchy). There can be a number of independent voice menu

hierarchies defined in the system.

The topmost node in each of the hierarchies is called a root. On the Voice Menus page the

information related to root voice menus is shown in bold.

Normally, the root nodes are made accessible for phone calls.

To make a voice menu accessible for phone calls, you first enable a so-called entry point for the

menu. An entry point is a virtual device similar to a phone. Like a telephone, an entry point can be

‘called.’ Figuratively speaking, when an entry point is ‘called,’ the voice menu associated with that

entry point ‘answers’ the call.

For root voice menus, you don’t need to enable entry points yourself. The entry points for root

menus are enabled automatically as soon as you create the root menus. Depending on your needs,

you can also enable the entry points for other nodes.



Voice menu entry points are associated with phone numbers and extensions using ACD rules. ACD

rules define which of the entry points (that is, voice menus) a call should be routed to depending on

the called phone number or extension.

You can also define additional factors affecting selection of the call destination node. These include

the incoming caller IDs and the time of the call. For example, for the same phone number or

extension, you can route the call to different entry points (that is, voice menus) depending on when

the call is received.

Prior to association with the destination nodes in ACD rules, the phone numbers and extensions are

grouped. Only then, groups of phone numbers and/or extensions are used in ACD rules.

Sound files for the voice menus are selected from the collection of sounds stored on the server. You

form this collection by uploading the required sound files onto the server using Unison Control

Panel. Alternatively, you can call the Admin Menu extension and use your telephone to record new

sound files and automatically add them to voice menus.

The Admin Menu is a special system voice menu intended exclusively for the administrator to review

and edit existing voice menus over the phone. When you call the extension assigned to the Admin

Menu and enter the authorization code, you can listen to and test the voice menus you have already

created in Unison Control Panel and then record new greetings, as well as add or remove menus,

submenus, and nodes.

In the following part of this section the objects that you deal with when working with the voice

menus are discussed in more detail.

Sounds in the IVR sound collection have the following properties:

• Name: A text string identifying the sound in the system.

• Original file name: File name and extension that the sound had before uploading onto the

server, for example, in the local file system from which the sound was uploaded onto the

server.

• Format: The sound file format.

Note: Sound files that you are going to upload onto Unison Server must be in the .ogg or

.wav format. The size of an individual sound file should not exceed 16 megabytes.

• Used: The state of the sound in relation to voice menus defined in the system. ‘Used’ means

that the sound is associated with at least one of the voice menus. The ‘used’ sounds cannot be

removed from the collection stored on the server. However, you can replace the ‘used’ sounds

by uploading different sound files onto the server.

• System: System sounds cannot be removed from the sound collection, even if they are not

used in any of the voice menus. Similarly to the ‘used’ sounds, the system sounds can be

replaced with different sounds. In all other respects, the system sounds are not different from

other sounds.



Each node (voice menu) has the following elements and properties:

• Name: A text string that identifies the menu.

• Entry point (enabled or disabled): An option specifying whether or not a voice menu has a

virtual device (similar to a phone) that can be ‘called.’

For root menus, an entry point is always enabled.

• Entry point (active or inactive): The state of an entry point. ‘Active’ means that the entry point

exists and is being used. ‘Inactive’ means that the entry point exists but temporarily is not

used.

• Entry point phones: Phone numbers and/or extensions associated with the voice menu entry

point.

In voice menus, phone numbers and extensions are elements of phone number groups. Phone

number groups are associated with voice menus by means of ACD rules.

Phone numbers and extensions used for accessing voice menus cannot be assigned to Unison

users. In the tables of phone numbers and extensions on the Phone numbers and the

Extensions pages of Unison Control Panel, these phone numbers and extensions are shown

as ‘owned by’ a ‘Voice Menu.’

• Device ID: A string of characters identifying a virtual device corresponding to a voice menu

entry point. (From the point of view of Unison Server, a voice menu entry point is a device

similar to a phone.)

Device IDs for voice menu entry points are generated automatically. You can view device IDs

but you cannot modify them.

• Sequence interpretation (disabled/enabled): An option defining whether or not sequential key

presses on the caller’s phone should be interpreted as an extension. By default this option is

disabled so each individual key press corresponds to one ‘signal.’

• Sound: A set of pre-recorded voice instructions represented by one or more sound files, which

are played one after another when the caller ‘enters’ the menu.

Sound recordings for voice menus are selected from the collection of sounds stored on the

server.

• Timeout is a period of time during which the server is waiting for the caller to press a key

associated with some action or node in the menu.

Once the last of the sound files associated with the menu has finished playing, the server waits

for the caller’s input. If the caller doesn’t do anything relevant to the menu within the time

defined by the value of the timeout parameter, the timeout event occurs, and the system

performs the timeout action.



In Unison Control Panel the timeout action is represented by a stopwatch icon .

The default value for the IVR timeout is defined at the organization level, see “Organization

settings basics” on page 91.

• Note: An optional textual note associated with the menu.

• Path: A sequence of voice menus showing the navigation path through the hierarchy of voice

menus from the root node to the current node. The path is shown in the navigation bar of the

IVR Menu Navigator dialog box, see “Navigating in voice menus” on page 151.

• Actions are possible server reactions when a caller presses a key. In a sense, actions are similar

to menu commands.

There can be actions of the following types: call a phone number, call an extension, call a hunt

group, repeat a menu, go to another node, go back to the previous menu, and hang up.

When created, each new voice menu initially contains the hang up action associated with the

timeout event.

• Nodes in the context of a separate voice menu are subordinate voice menus. Similarly to

actions, sub-menus have access keys associated with them.

In Unison Control Panel the nodes are represented by a folder icon .

• Access key, or input, is a key on the caller’s phone which is used to initiate an action or to

access a sub-menu.

Phone numbers and extensions allocated for assignment to voice menu entry points have only one

property:

• Used: The state of the phone number or extension in relation to phone number groups and

ACD rules defined in the system. ‘Used’ means that the phone number or extension is included

in one of the phone number groups and there is at least one ACD rule (the default ACD rule)

for that phone number group.

Note: A phone number or extension can be included in only one of the phone number

groups.

Phone number groups have the following properties:

• Name: A text string identifying the phone number group in the system.

• Phone numbers/extensions: A set of phone numbers and/or extensions that the group

contains.



ACD rules define how phone calls are routed to IVR entry points. ACD rules have the following

properties:

• Name: A text string identifying the ACD rule in the system.

• Phone number group: The name of the phone number group that the ACD rule applies to. If a

call is addressed to the phone number or extension associated with the group, the call will be

routed according to one of the ACD rules specified for that phone number group.

• Incoming caller IDs: Caller IDs that the rule applies to. Caller IDs mean phone numbers and

extensions calls come from. If no caller IDs are specified in an ACD rule, the rule applies to any

caller IDs.

• Time periods: Time when the rule is active. Time periods associate the ACD rule with the time

of the call.

• Node: The name of the node to route the call to if the call corresponds to the phone number

group, incoming caller IDs and time periods specified in the ACD rule.

• Timeout: The period of time during which the system is waiting for the IVR server to ‘answer’

the call.

• Default ACD rule: For each phone number group there is a default ACD rule. The default ACD

rule is created automatically when a phone number group is created.

In the default ACD rule, incoming caller IDs and the time periods are not specified. That means

that the default ACD rule applies to any caller IDs and is active all the time (‘always’).

The default ACD rule is used to route any calls addressed to the phone number group when

other, more specific ACD rules for that group are not specified or do not apply.

If when creating a root voice menu you specify the phone access at once (see “Creating a root

voice menu” on page 143), an entry point, phone number group and default ACD rule are

created for that root menu automatically.

Accessing the Voice Menus page

To access the Voice Menus page:


2 In the left navigation bar under Phone, click Voice Menus.

The Voice Menus page is displayed.

Note: Only the menus that have entry points are shown in the table on the Voice Menus

page. Consequently, the table contains all root voice menus (displayed in bold) and, possibly,

also some voice menus which are not the root menus.



Managing sounds

To manage the collection of sounds for the IVR menus:

1 Open the Voice Menus page (see “Accessing the Voice Menus page” on page 141).

2 Click Sounds .

The IVR Sound Manager dialog box is displayed, showing the collection of sound recordings

(see Figure 8–34).

Figure 8–34: The IVR Sound Manager dialog box

3 Make the necessary changes in the collection of sound recordings. You can:

— Add new sounds to the collection by uploading sound files onto the server. To add a new

sound to the collection, click Add underneath the table of sounds. In the Add Sound

dialog box (see Figure 8–35 on page 143), type the name for the sound, and specify the

fully qualified path to the source sound file. You can type the path in the Sound File

field, or click the Browse button, select the required file in the file system, and then click

Open in the corresponding dialog box. The selected sound file is uploaded onto the

server when you click OK in the Add Sound dialog box.



Figure 8–35: The Add Sound dialog box

— Change the name of the sound in the collection and/or replace the sound on the server

by uploading a different sound file. To do that, click the required sound, and then click

Edit underneath the table. In the Sound Properties dialog box, if necessary, type a new

name for the sound in the Name field. If you want to replace the sound with a different

one, specify the fully qualified path to the source sound file. You can type the path in the

Sound File field, or click the Browse button, select the required file in the file system,

and then click Open in the corresponding dialog box. When you have finished working

with the Sound Properties dialog box, click OK to confirm the changes made.

— Remove sounds from the collection. To delete one or more sounds, select the sounds that

you are going to delete, and then click Delete underneath the table. To confirm your

intention to delete the selected sounds, click OK in the corresponding message box.

Note: System sounds and ‘used’ sounds cannot be deleted.

4 When you have finished working with the collection of sounds, click Close in the IVR Sound

Manager dialog box.

Creating a root voice menu

To create a new root IVR menu:


2 Click Create .

The New Menu wizard is displayed.

3 On the Phone numbers/extensions page of the wizard (see Figure 8–36 on page 144),

assign phone numbers and extensions to the menu.

Note: At this point, you can skip assigning phone numbers and extensions to the menu. To do

that, select the checkbox I’ll configure menu phone access later.

You can define the phone numbers for the root menu later, when configuring the entry point

associated with the root menu, see “Configuring entry points” on page 154.



Figure 8–36: The Phone numbers/extensions page of the New Menu wizard

3.1 To assign one or more phone numbers to the menu, click Add to the right of the list of

phone numbers.

In the Select Numbers dialog box (see Figure 8–37), select one or more phone numbers

in the list, and then click Select. Then, to close the Select Numbers dialog box, click

Close.

Figure 8–37: The Select Numbers dialog box

The phone numbers that you have selected appear in the list of phone numbers on the

Phone numbers/extensions page.



Note: To be able to assign phone numbers to the voice menu, there must be phone

numbers in the system that are not currently assigned to any Unison users or any of the

voice menus. If at the moment no phone numbers are available (the list of phone

numbers in the Select Numbers dialog box in this case is empty), you can assign phone

numbers to the voice menu later, see “Configuring entry points” on page 154.

To remove unnecessary phone numbers from the list of phone numbers associated with

the voice menu, select the numbers, and then click Remove to the right of the list.

3.2 To assign one or more extensions to the menu, click Add to the right of the list of

extensions.

The Select Numbers dialog box is displayed.

To select one or more extensions present in the list, select the extensions, and then click

Select. Then, to close the Select Numbers dialog box, click Close.

If there are no available extensions (the list of extensions in the Select Numbers dialog

box in this case is empty), you can create new extensions and assign them to the menu.

To do that, click Create (in the Select Numbers dialog box), specify the extension, and

then click Create in the New Extension dialog box. If necessary, repeat this procedure

the required number of times.

You can remove unnecessary extensions from the list of extensions on the Phone

numbers/extensions page. To do that, select the extensions, and then click Remove to

the right of the list.

3.3 When you have finished working with phone numbers and extensions, click Next.

Note: If at this step you have specified phone numbers and/or extensions, what will happen at

the moment of the menu creation is: 1) A new phone number group will be created

containing the phone numbers and/or extensions that you have specified. The phone number

group will have the same name as the voice menu. 2) The default ACD rule associating this

phone number group and the menu will be created. This rule will have the name Default.

4 On the Configuration page of the wizard (see Figure 8–38 on page 146), specify the name,

timeout, and one or more sounds for the root menu:

4.1 Type the menu name in the field next to Name.

4.2 Type the timeout in the field next to Timeout. (By default, the IVR timeout specified at

the organization level is suggested, see “Organization settings basics” on page 91.)

4.3 Specify one or more sounds. To do that, click Add underneath the list of sounds. In the

IVR Sound Manager dialog box, select one or more sounds in the table, and then click

OK.

The sounds that you have selected appear in the list of sounds on the Configuration

page.



You can change the order of sounds in the list. To move a sound up, select the sound,

and then click Up one or more times – until the sound gets to the required position in

the list. Do the same to move the sound down, using the Down button instead.

To remove unnecessary sounds, select the sounds, and then click Remove.

Note: When you remove sounds from the menu, you do not remove them from the

sound collection stored on the server. For information on working with the sound

collection, see “Managing sounds” on page 142.

Figure 8–38: The Configuration page of the New Menu wizard

4.4 When you have finished working with the Configuration page, click Next.

5 On the Finish page of the wizard, specify what you want to do with the menu after its

creation:

— Edit menu: If this check box is selected, the IVR Menu Navigator dialog box will be

displayed for the new menu and you will be able to define the menu structure by adding

nodes and actions, see “Overview of working with voice menus” on page 147.

— Activate menu: If this checkbox is selected, the entry point associated with the new IVR

menu is activated right after the menu creation. If you select not to activate the entry

point for the menu, you can do it later, see “Activating voice menu entry points” on

page 153.

Click Finish.



Overview of working with voice menus

Most of the operations with the voice menus are performed in the IVR Menu Navigator dialog

box. However, you can perform some of the same operations over the phone, using the Admin

Menu (see “Using the Admin Menu to edit voice menus by phone” on page 160) to edit voice

menus by phone.

The IVR Menu Navigator opens automatically if you select to edit the root menu right after its

creation on the last page of the New Menu wizard (see step 5 of the procedure in “Creating a root

voice menu”).

You can also open this dialog box for the root menu in the following way:


2 In the table of menus, click the row corresponding to the required root menu, and then click

Edit .

The IVR Menu Navigator dialog box is displayed.

For information on opening menus that are not root menus, refer to “Navigating in voice menus”

on page 151.

In the upper part of the IVR Menu Navigator dialog box, the properties of the menu are shown

that include:

• Name of the menu

• List of entry point phones

• Sequence interpretation status

• Sound (as a sequence of sounds)

• Timeout

You can change any of these settings as well as add or change a note associated with the menu in

the Node Properties dialog box. To open this dialog box, click Edit in the lower right corner of the

properties section. For more information, see “Editing node properties” on page 152.

Following the node properties is a white navigation bar. Its purpose and usage is discussed in

“Navigating in voice menus” on page 151.

The table of menu options is in the lower part of the dialog box. The menu options are represented

by actions and nodes (subordinate voice menus).

Initially (right after the menu creation), the menu contains only one action, namely, the ‘hang up’

action which is associated with the timeout event.

You can manage the menu options by adding new actions and nodes, editing their properties, and

removing actions and nodes from the menu.



Creating, editing, and deleting actions

To create, edit, or delete an action:

• Open the voice menu you are going to work with in the IVR Menu Navigator dialog box. For

corresponding instructions, refer to “Navigating in voice menus” on page 151.

To add a new action to a menu:

1 In the IVR Menu Navigator dialog box, underneath the table of menu options, click New

action.

The New Action dialog box is displayed (see Figure 8–39).

Figure 8–39: The New Action dialog box

2 Select the phone key that you want to associate with the action from the Access key list.

3 Select the required action type from the Action list.

4 Depending on the selected action type:

— If you selected Call phone number or Call extension, type the required number in the

text field, or click the ellipsis button and then select one of the numbers from the list.

Note: You can specify only a phone number or an extension that is 1) currently active

and 2) ‘owned’ by a registered Unison user.

— If you selected Call hunt group, select the required hunt group from the list.

Note: The list from which you select the hunt group contains only the active hunt

groups.

— If you selected a Go to option, click the ellipsis button . Navigate to the required voice

menu (see “Navigating in voice menus” on page 151). Select the menu, and then click

OK in the Select Submenu dialog box.



— If you selected Repeat menu, Back or Hang up, you don’t need to specify any

additional information (Repeat menu means that the current menu will be replayed.

Back means that the previous menu will be replayed.)

5 Optionally, enter a textual comment.

6 Click OK to save changes and close the New Action dialog box.

To edit an action:

1 Select the action in the table of menu options of the IVR Menu Navigator dialog box, and

then click Edit underneath the table.

2 In the Action Properties dialog box, edit the action properties, and then click OK.

To delete one or more actions:

1 Select the actions in the table of menu options of the IVR Menu Navigator dialog box, and

then click Delete underneath the table.

2 Confirm your intention to delete the selected actions by clicking OK in the corresponding

message box.

Creating and deleting nodes

To create or delete a node:

• Open the voice menu you are going to work with in the IVR Menu Navigator dialog box. For

corresponding instructions, refer to “Navigating in voice menus” on page 151.

To add a new node to a menu:

1 In the IVR Menu Navigator dialog box underneath the table of menu options, click New

node.

The New Node dialog box is displayed (see Figure 8–40 on page 150).

2 In the Name field, type the name of the node.

3 Select the phone key that you want to associate with the node from the Access key list.

4 If you want to make a node accessible via phone calls, select the Enable entry point check

box.

Note: To make the node accessible for phone calls, in addition to enabling the entry point,

you should also associate the node with certain phone numbers and/or extensions using ACD

rules, see “Voice menu basics” on page 137 and “Configuring entry points” on page 154.



5 If you want a sequence of key presses (on the caller’s phone) to be interpreted as an extension,

rather than a set of individual key presses, select the Interpret char sequence as extension

check box.

6 In the Timeout field, type the timeout value in seconds. (By default, the IVR menu timeout

specified for the organization is suggested, see “Organization settings basics” on page 91.)

Figure 8–40: The New Node dialog box

7 Specify sounds.

To add one or more sounds to the menu, click Add. In the IVR Sound Manager dialog box,

select the required sounds and click OK.

You can also:

— Change the order of sounds by moving them up and down in the list. To move a sound

up, select the sound, and then click Up one or more times – until the sound gets to the

required position in the list. Do the same to move the sound down, using the Down

button instead.

— Remove unnecessary sounds from the list. To do that, select the sounds, and then click

Remove.

Note: When you remove sounds from the menu, you do not remove them from the

sound collection strored on the server. For information on working with the sound

collection, see “Managing sounds” on page 142.



8 Optionally type a textual comment.

9 Click Create to save the menu and close the New Node dialog box.

The menu that you have created appears in the table of actions and nodes.

Note: The new menu initially contains only one option, namely, the ‘hang up’ action which is

associated with the ‘timeout’ event.

To delete one or more nodes:

1 Select the nodes in the table of menu options in the IVR Menu Navigator dialog box, and

then click Delete underneath the table.

2 Confirm your intention to delete the selected nodes by clicking OK in the corresponding

message box.

Navigating in voice menus

The starting points of your navigation in voice menu hierarchies are the nodes in the table on the

Voice Menus page.

The table on this page shows those voice menus that have entry points enabled. Consequently, the

table contains all the root nodes defined in the system. The information related to the root voice

menus is shown in bold.

The table may also contain voice menus that are not the root nodes in voice menu hierarchies. (You

might have also enabled entry points for some menus that are not the root nodes.)

To start navigating in the system of voice menus, select one of the menus on the Voice Menus

page, and then click Edit to open the IVR Menu Navigator dialog box. Then, look at the

navigation bar – a white bar above the table of nodes and actions.

The information on this bar shows where you are in the hierarchy of voice menus.

If the current node is a root node, the bar contains the name of only one node (the current node)

and the folder icon with an arrow pointing up is gray. For the root node, the navigation bar may

look something like this:

To move down in the hierarchy of voice menus, double-click the folder icons representing voice

menus in the table of actions and nodes. When you double-click the node, you ‘get inside’ (or

‘open’) the node and see its contents. If there are other subordinate nodes there, double-click them

to move further down the hierarchy.

To move up in the hierarchy of nodes, use the navigation bar. For a node which is not the root node

the navigation bar may, for example, look like this:



In this case, the path through the hierarchy from the root node to the current node is shown. With

the exception of the current node (the ‘Ford cars’ node in the example above), all nodes in the path

are represented by hyperlinks. So you can ‘jump’ to any of the nodes shown by clicking the

corresponding hyperlink.

To move one level up in the hierarchy of nodes, use the folder icon with a green arrow pointing up

. (Assuming that you are currently working with the node ‘Ford cars’ in the figure above, if you

click this icon once, you’ll get to the node ‘Cars.’)

Note: You can only navigate within one voice menu hierarchy in the IVR Menu Navigator dialog

box. To go to different hierarchies, use the Voice Menus page.

Editing node properties

To edit the node properties, use the Node Properties dialog box.

For all nodes except for the root nodes, this dialog box can be accessed in two ways (only the

second way applies to the root nodes):

• Open the menu which contains the node you are going to work with in the IVR Menu

Navigator dialog box. Select the node in the table of menu option, and then click Edit

underneath the table.

• Open the node whose properties you are going to edit in the IVR Menu Navigator dialog

box. Then click Edit in the properties section (that is, in the upper part of the IVR Menu

Navigator dialog box.)

The Node Properties dialog box is displayed, where you can:

• Specify the name of the node. To do that, type the required name in the box next to Name.

• Enable or disable an entry point for the node. To do that, select or clear the Enable entry

point check box.

Note: For root voice menus, you cannot disable entry points in the IVR Menu Navigator

dialog box. You can, however, deactivate entry points for the root menus on the Voice

Menus page, see “Deactivating voice menu entry points” on page 153.

Important: If, at the time you disable an entry point for a node, there are ACD rules

containing this node as the destination node, these ACD rules will be modified: the

‘destination node’ field will be cleared. Consequently, these ACD rules will become

inoperative.

• Enable or disable sequence interpretation. To do that, select or clear the Interpret char

sequence as extension check box.

• Specify the timeout. To do that, type the required value next to Timeout.



• Add, remove, and change the order of sounds associated with the menu. To do that, use the

Add, Remove, Up and Down buttons.

• Add or change an optional note. To do that, type the required text in the box next to Note.

To save the changes, click OK in the Node Properties dialog box.

Deactivating voice menu entry points

To deactivate entry points for one or more voice menus:


2 In the table of menus, select one or more menus that have an active entry point.


4 In the dialog box that opens, click OK to confirm deactivation.

The menus with inactive entry points are marked with gray circles in the first (status) column.

Activating voice menu entry points

To activate inactive entry points for one or more voice menus:


2 In the table of menus, select one or more menus that have inactive entry points.

3 Click Activate .

Deleting voice menu hierarchies

Important: The procedure described in this section leads to the deletion of the whole branch or

even the whole hierarchy of voice menus, starting from the selected node all the way down to the

bottom of the hierarchy.

To delete one or more voice menu hierarchies:


2 Select one or more menus.

3 Click Delete .


The voice menu hierarchies are deleted, starting from the selected nodes all the way down to

the bottom of the corresponding hierarchies.



Configuring entry points

To configure voice menu entry points:


2 Click Entry Points .

The IVR Entry Points dialog box is displayed.

3 On the Phone tab of the dialog box (see Figure 8–41), you can view and manage phone

numbers and extensions that are already associated with voice menu entry points and ones

that you are going to associate with the entry points.

Figure 8–41: The Phone tab of the IVR Entry Points dialog box

Phone numbers and extensions that have associations with IVR entry points have a green

check mark in the Used column.

You can:

— Add phone numbers to the list of IVR entry point phone numbers. To do that, click Add

underneath the table of phone numbers. In the Available Phone Numbers dialog box,

select one or more phone numbers in the list and then click Select. Then, to close the

Available Phone Numbers dialog box, click Close.

Note: The list from which you select the phone numbers contains those phone numbers

that are 1) already defined in the system 2) active and 3) not ‘owned’ by any user or voice

menu. If the list is empty, you have to ‘create’ new phone numbers as described in



“Creating phone numbers” on page 115 or use some other means to make phone

numbers available.

— Remove phone numbers from the list of IVR entry point phone numbers.To do this, select

the phone numbers in the table, and then click Remove underneath the table of phone

numbers. Then, confirm your intention to remove the selected phone numbers by clicking

OK in the corresponding message box.

Important: When you remove the phone numbers marked as ‘used,’ the phone numbers

are removed from the corresponding phone number groups.

Note: When you remove the phone numbers from the list of IVR entry point phone

numbers, you do not remove the corresponding phone numbers from the system. The

‘removed’ phone numbers become available for assigning to Unison users (or voice menu

entry points).

— Add extensions to the list of IVR entry point extensions. To do that, click Add underneath

the table of extensions. In the Available Extensions dialog box, select one or more

extensions in the list and then click Select. Then, to close the Available Extensions

dialog box, click Close.

If there are no extensions available, you can ‘create’ one or more new extensions. To

create a new extension, click Create in the Available Extensions dialog box. In the

New Extension dialog box, specify a new extension (and, optionally, a note), and then

click Create.

— Remove extensions from the list of IVR entry point extensions.To do that, select the

extensions in the table, and then click Remove underneath the table of extensions. Then,

confirm your intention to remove the selected extensions by clicking OK in the


Important: When you remove the extensions marked as ‘used,’ the extensions are

removed from the corresponding phone number groups.

Note: When you remove extensions from the list of IVR entry point extensions, you do

not remove the corresponding extensions from the system. The ‘removed’ extensions

become available for assigning to Unison users (or voice menu entry points).

4 On the ACD tab of the IVR Entry Points dialog box, you can view and manage phone

number groups and ACD rules associated with voice menu entry points.

Each row in the table on the ACD tab corresponds to one ACD rule. The text in the rows

corresponding to default ACD rules is bold. (There is one default ACD rule for each of the

phone number groups.)



For each ACD rule the following information is shown:

— Rule name

— Phone number group name, the name of the phone number group to which the rule

applies

— Incoming caller IDs to which the rule applies

— Destination: the name of the voice menu and corresponding timeout. If for some rule this

field is empty, it means that no destination node is specified in the ACD rule and,

consequently, this rule ‘points to nowhere.’

Normally, prior to creating ACD rules, you create phone number groups. (You do not associate

phone numbers and extensions with voice menu entry points, but rather the phone number

groups containing those phone numbers and extensions. Even if you want to associate an

individual phone number or extension with the entry point, you should first create a phone

number group containing this phone number or extension and only then create an association

of this group with the entry point.)

To create a phone number group, click Phone Number Groups.

The Phone Number Groups dialog box is displayed (see Figure 8–42). The existing phone

number groups are shown in the table in this dialog box. For each group, the name of the

group and the phone numbers and extensions contained in the group are displayed.

Figure 8–42: The Phone Number Groups dialog box

Click Create underneath the table.



The New Phone Number Group dialog box is displayed (see Figure 8–43).

Figure 8–43: The New Phone Number Group dialog box

Specify the name of the group in the box next to Name. (You can also accept the name

suggested by the system).

Select one or more phone numbers and/or extensions. To do that, select the numbers in the

Available list, and then click the button with two arrows pointing right (>>). The selected

numbers are moved to the Selected list. (The reverse action is also possible: you can move the

numbers from the Selected list back to the Available list. In this case, use the button with

two arrows pointing left (<<).) When you have finished defining the properties of the phone

number group, click Create in the New Phone Number Group dialog box.

The phone number group that you have created appears in the table in the Phone Number

Groups dialog box. At the same time, the default ACD rule for this group is created. Note,

however, that this ACD rule at the moment is not fully functional because the destination

node (voice menu) is not yet defined.

You can also use the Phone Number Groups dialog box to:

— Edit the properties of phone number groups. To do that, select the group in the table

and then click Edit. Edit the properties of the group in the Phone Number Group

Properties dialog box, and then click OK.

— Delete phone number groups. To delete one or more phone number groups, select the

groups in the table, and then click Delete. Then, confirm your intention to delete the

selected groups by clicking OK in the corresponding message box.

Note: When you delete a phone number group: 1) all ACD rule associated with this

group are also deleted and 2) the phone numbers and extensions that the group

contained become available for assigning to other phone number groups.



When you have finished working with the Phone Number Groups dialog box, click Close to

close it.

5 To specify the destination node for the default ACD associated with the phone number group

(one that was created when you created a new phone number group):

Click the ACD rule in the table on the ACD tab of the IVR Entry Points dialog box, and then

click Edit underneath the table.

The ACD Rule Properties dialog box is displayed (see Figure 8–44).

Figure 8–44: The ACD Rule Properties dialog box

Under Destination, select the destination voice menu from the list next to Node. (The list that

you select the node from contains root voice menus and other nodes for which entry points

are enabled.)

If necessary, make other changes to the properties of the ACD rule. (For example, you may

want to change the name of the rule or the timeout value.)

To save the changes and close the ACD Rule Properties dialog box, click OK.

6 If necessary, create new ACD rules. To create a new ACD rule:

Click Create underneath the table of ACD rules.

The New ACD Rule dialog box is displayed (see Figure 8–45 on page 159).

Specify the name of the ACD rule. You can accept the name suggested by the system or type

a different name in the Rule name box.

Specify the phone number group that the ACD rule applies to. To do that, select the group

from the list next to Phone numbers.



At this point, to manage phone number groups, you can go to the Phone Number Groups

dialog box. To do that, click Manage to the right of the Phone Numbers list.

If necessary, specify incoming caller IDs that this rule applies to. To do that, type the

corresponding phone numbers and/or extensions in the Incoming caller IDs box. Use a

comma to separate individual phone numbers and extensions.

Note: If you don’t specify phone numbers and extensions, the rule will apply to any incoming

caller IDs.

Figure 8–45: The New ACD Rule dialog box

Specify the time periods during which the rule should be active. For instructions, refer to

“Specifying ACD rules” on page 183 in “Managing user accounts.” (The time periods are

defined in the same way as for the ACD rules associated with user accounts.)

Specify the node (voice menu) that phone calls should be routed to. To do that, select the

node from the Node list. (The list that you select the node from contains root voice menus and

other nodes for which entry points are enabled.)

Specify the timeout. You can accept the value suggested by the system or type a different

value in the Timeout box. (The default value for the destination timeout is set at the

organization level, see “Changing default settings” on page 93.)

To save the ACD rule and close the New ACD Rule dialog box, click Create.



7 If necessary, continue working with ACD rules. In addition to creating new ACD rules, you can:

— Edit the properties of existing ACD rules. To edit an ACD rule, select the rule in the table,

and then click Edit. In the ACD Rule Properties dialog box, make the necessary

changes. Then, to save the changes and close the ACD Rule Properties dialog box, click

OK.

— Delete ACD rules. To delete one or more ACD rules, select the rules in the table and click

Delete. Confirm your intention to delete the selected rules by clicking OK in the


Note: You cannot delete default ACD rules like this. The default ACD rule is deleted

automatically when you delete the phone number group that it is associated with.

— Deactivate ACD rules. To deactivate one or more ACD rules that are currently active,

select the rules in the table, and then click Deactivate. Confirm your intention to

deactivate the selected rule by clicking OK in the corresponding message box.

— Activate ACD rules. To activate one or more ACD rules that are currently inactive, select

the rules in the table, and then click Activate.

8 When you have finished configuring IVR entry points, click OK in the IVR Entry Points dialog

box.

Using the Admin Menu to edit voice menus by phone

We recommend creating and editing voice menus in Control Panel. However, in some cases it is

more practical to listen to voice menus and edit them over the phone using the Admin Menu. In the

Admin Menu, you can listen to the voice menus you have set up, then add or remove menus or

submenus, add nodes, and record greetings. You may want to use the Admin Menu when:

• You have finished setting up a voice menu and want to review it. If necessary, you can make

adjustments while listening, and then immediately listen to your new version to make sure you

have made the correct changes.

• You don’t have recorded sound files available for your menus and you want to record your

own greetings over the phone. Your recordings are automatically associated with the correct

menu, so you don’t need to find the file and location in Control Panel.

We recommend using the Admin Menu while you have Control Panel open as well. In some cases

you may want to use the Admin Menu to adjust a voice menu when you don’t have access to

Control Panel for some reason. However, you will need to know the Device ID for the entry point of

the menu you want to edit.



To use the Admin Menu:

1 Dial the Admin Menu extension and enter the authorization code when requested. To view

which extension and authorization code you have assigned to the Admin Menu, see

“Configuring access to the Admin Menu.”

2 When instructed to do so, enter the identifier of the voice menu you want to edit, which is the

Device ID. To view the Device ID, find the menu you want in the list on the Voice Menus page

in Control Panel, and then find the corresponding series of digits in the Device ID column.

You will hear the greeting for the voice menu you have chosen. You can follow the

instructions and press buttons on your phone to navigate through the menu and ‘test’ it.

3 When you reach a place in the menu you want to edit, press the pound key #. You will hear a

system menu with instructions for making additions, deletions, or recording a new greeting in

this place. Follow the instructions using your phone.

4 After you have made changes, you will be able to listen to the menu again with your new

modifications. You can continue editing if necessary, or hang up when you are finished.

Your changes are reflected automatically in Control Panel. You may need to refresh the page

in your browser to see changes.

Configuring access to the Admin Menu

To access the Admin Menu, you call the specified extension and enter the authorization code. You

can change the extension and authorization code assigned to the Admin Menu or you can disable

the Admin Menu if desired.

To configure access to the Admin Menu:


2 Click Admin Menu .

The Phone Access to Admin Menu dialog box is displayed (see Figure 8–46).

Figure 8–46: The Phone Access to Admin Menu dialog box

3 In the Extension field, type one or more extensions that will provide access to the Admin

Menu. If you choose to specify multiple extensions, separate them with a comma. You can



also click the ellipsis button and then choose one or more numbers from the list of

available extensions or create a number of new extensions.

4 In the Authorization code field, type a sequence of digits that will be used to enable access

to the Admin Menu. (The authorization code acts as a password which is entered using a

telephone when someone is trying to access the Admin Menu.)

5 Select the Enable editing menus by phone check box. If this option is not selected, the

Admin Menu will not be accessible.

6 Click OK to save changes and close the dialog box.

Managing Music on Hold

When a phone call is placed on hold, the connection is not terminated but communication is not

possible until the call is removed from hold. During this period of silence, one or more pre-recorded

sound tracks can be played. You can create a collection of sound tracks that can be used as the

music on hold, on the Music on Hold page of Unison Control Panel.

Music on Hold basics

A sound track has the following properties:

• Name: A string that identifies a sound track.

• File: A file that contains a sound track. Supported file types are .ogg and .wav. The maximum

file size allowed is 16 megabytes.

• Order: The sequential order of a sound track in the list of recordings in which the sound track

is played. The higher a sound track is positioned in the list, the earlier this sound track is

played.

Accessing the Music on Hold page

To access the Music on Hold page:


2 In the left navigation bar under Phone, click Music on Hold.

The Music on Hold page of Unison Control Panel is displayed.

Adding a sound track

To add a sound track:

1 Open the Music on Hold page (see “Accessing the Music on Hold page”).

2 Click the Create button .



The New Sound Track dialog box is displayed (see Figure 8–47).

Figure 8–47: The New Sound Track dialog box

3 Next to Name, type the name of the sound track.

4 Next to File, type the fully qualified name of the sound file, or click Browse, and then select

the desired sound file in your file system.

5 Specify the position of the new sound track in the list. To do that, click one of the options in

the Position section of the dialog box:

— At the top: The new sound track will be placed first in the list, and will be played first.

— After [sound track name]: The new sound track will be added after an existing sound

track, which you can select from the list. By default, this is the sound track currently

selected on the Music on Hold page.

— At the bottom: The new sound track will be placed last in the list, and will be played

last.

6 Click Add.

Editing the properties of a sound track

To edit the properties of an existing sound track:

1 Open the Music on Hold page (see “Accessing the Music on Hold page” on page 162).

2 In the table of sound tracks, select the sound track to be edited.

3 Click Edit .

The Sound Track Properties dialog box is displayed (see Figure 8–48 on page 164).



4 Change the name of the sound track as required and/or upload a new sound file instead of an

existing one, if necessary.

5 If necessary, change the position of the sound track. For instructions, refer to “Adding a sound

track” on page 162.

Figure 8–48: The Sound Track Properties dialog box

6 Click OK.

Changing position of a sound track

To move one or more sound tracks:


2 In the table of sound tracks, select the sound tracks to be moved.

3 To move the sound tracks one line up or down, click Move Up or Move Down .

To move the selected sound tracks to the desired position, click Move To . Then, specify the

required position in the Sound Track Moving dialog box (see Figure 8–49).

Figure 8–49: The Sound Track Moving dialog box



Deactivating and activating sound tracks

You can temporarily suspend a sound, while preserving all its settings. In the list of sound tracks,

inactive sound tracks are marked with a gray circle in the first (status) column. When necessary,

suspended sound tracks can be activated.

To deactivate one or more active sound tracks:


2 Select one or more active sound tracks.



To activate one or more inactive sound tracks:


2 Select one or more inactive sound tracks.

3 Click Activate .

Deleting sound tracks

To delete one or more sound tracks:


2 Select one or more sound tracks.

3 Click Delete .




Managing user accounts

Use the User Accounts page of Unison Control Panel (see Figure 8–50) for creating new user

accounts and editing existing ones, as well as activating, deactivating and deleting accounts.

Figure 8–50: The User Accounts page of Unison Control Panel

User account basics

A user account is an information object representing a Unison user. User accounts are characterized

by the following properties:

• General information:

— First, middle, and last names of the user. The name fields may contain English letters in

upper and lower cases, digits, underscores (_), spaces, and dashes (–).

— Job title.

— Department that the user belongs to, one of the departments registered in the system.

Departments are ‘created’ and managed on the Settings page of Unison Control Panel.

— Display name – the way the name of the user is displayed in Unison Desktop, for

example, in the main address book. The display name is generated by the system using

the template defined at the organization level, see “Changing default settings” on page

93. You can accept the display name generated by the system or specify a different

name.

— Login – the user’s logon name which, in combination with the password, is used to

authenticate the user. The logon name is generated by the system using the template

defined at the organization level, see “Changing default settings” on page 93. You can

accept the logon name generated by the system or specify a different name.



The logon name may contain from one to 30 characters; only lowercase English letters,

digits, and underscores (_) are allowed.

The logon name should be unique, that is, two different Unison users cannot have the

same logon name.

— Password, which in combination with the logon name is used to authenticate the user.

The password is generated by the system automatically. The length of the generated

password is defined at the organization level, see “Changing default settings” on page

93. You can accept the password generated by the system or specify a different one.

The password may be from 6 to 60 characters long and can include any characters.

— Time zone corresponding to the user’s location. (The default time zone is defined at the

organization level, see “Changing default settings” on page 93.)

The time defined in ACD rules is assumed to be the local time in the time zone where the

user resides. That is why it is important to define the correct time zone for the ACD rules

to work properly.

• Permissions: The list of Unison services that the user is allowed to use. This list may include the

following services: e-mail, Unison Messaging, phone, and calendar.

Note: Access to the calendar service requires access to e-mail. For more information, see

“Example 10: Calendar event processing” on page 33.

• E-mail (mailbox properties):

— Quota – the size of the mailbox. You can set the quota in megabytes. You can also

specify that the quota is ‘unlimited’ – if you don’t want to limit the size of the mailbox.

The default quota is specified at the organization level, see “Changing default settings”

on page 93.)

Note: Don’t set quotas less than 100 megabytes. Otherwise, users’ mailboxes may get

full too quickly and the users won’t be able to receive e-mail.

— E-mail – the ‘main’ e-mail address. The local part of the main e-mail address is the same

as the logon name. The domain is one of the valid domains defined for the organization

or the department to which the user belongs.

Domain names are created and managed on the Domains page, see “Managing e-mail

domains” on page 98 .

— Aliases – mailbox aliases, that is, ‘alternative’ e-mail addresses.

In addition to the main e-mail address, a user can have an unlimited number of mailbox

aliases, or additional e-mail addresses. For example, if a user’s e-mail address is

[email protected], an alias could be [email protected].



Domain names in mailbox aliases, as well as in e-mail addresses, should also be valid

domain names. If an e-mail is sent to an address defined by an alias, it is delivered to the

user’s mailbox.

More mailbox properties can be accessed from the Mailboxes page of Unison Control Panel.

These properties include users’ permissions in relation to mailboxes as well as Sieve scripts

associated with the mailboxes, see “Mailbox basics” on page 101.

• Phone settings: Lists of devices (that is, phones), phone numbers, and extensions ‘owned’ by

the user.

Phones, phone numbers, and extensions are ‘created’ and managed on the following pages of

Unison Control Panel: Phone Devices, Phone Numbers, and Extensions. You can also

‘create’ phones and extensions for the user when creating a user account (see “Creating a

new user account” on page 170) or editing the properties of the user account (see “Editing a

user account” on page 189).

Each user can be assigned as many phones, phone numbers, and extensions as he or she

requires. Phones, phone numbers, and extensions ‘owned’ by some user cannot be assigned to

(or ‘owned’ by) any other user.

When creating a user account, depending on the current organization settings, one phone and

one extension (already registered in the system) may be assigned to the user automatically (see

“Changing default settings” on page 93).

A user can be assigned only phone numbers and extensions ‘owned’ by the department to

which the user belongs or ones that are not ‘owned’ by any of the departments.

In relation to ACD rules associated with the user account, phones ‘owned’ by the user may be

characterized as ‘used’ or ‘not used.’ (The ‘used’ phones in Unison Control Panel are marked

with a check in the corresponding tables.)

Phones that are ‘not used’ (or mentioned) in any of the ACD rules are not available for phone

calls.

• ACD rules: A set of automatic call distribution (ACD) rules defining how to handle calls

addressed to the user depending on the time of the call (that is, the time of day, day of the

week, and so on).

Each ACD rule associates all phone numbers and extensions ‘owned’ by the user with the time

of the call and a sequence of destinations to which the call is routed. This means that different

call routing rules may be specified for different call times.

Call destinations may be represented by phones ‘owned’ by the user and the user’s voice mail

box as well as by any extensions and/or phone numbers. For all destinations other than the

voice mail, a timeout is specified, which defines how long the system should wait until the call

is answered, before routing the call to the next of the specified destinations.



The last of the call destinations in all ACD rules is always the user’s voice mail. This destination

is added to the call routing table automatically and cannot be deleted or deactivated.

The set of ACD rules always contains at least one ACD rule, namely the default ACD rule. This

ACD rule is always active and defines how to route the call in cases when there are no other

ACD rules with more specific time periods.

The default ACD rule for the user account is created by the system automatically. You can edit

the properties of the default ACD rule, but you cannot delete it.

ACD rules have the following properties:

— Name – the name of the rule provided just for reference purposes. The default name for

the default ACD rule is ‘Auto.’ Names of other ACD rules, by default, start with the word

‘Custom’ followed by a number. You can change the name of any ACD rule as you think

is appropriate.

— Time periods defining the time of day, days and/or months when the rule is active. In the

default ACD rule, time periods cannot be edited because it is active ‘always,’ that is,

every day of every month from 00:00 till midnight.

— Call routing rules, represented by a sequence of call destinations with associated

timeouts. The last of the call destinations is always the user’s voice mail.

— State: active or inactive. ACD rules may be made (temporarily) inactive and then activated

back again. The active/inactive state in relation to ACD rules has the same meaning as for

other objects, see “Inactive objects” on page 60.

Each call destination in call routing rules has the following properties:

— Order – parameter whose value defines the order of the call destination in the routing

sequence.

The order is a positive integer number in the range from 1 to 100. The lower the value of

the order parameter, the earlier the destination is tried (in relation to other destinations).

Destinations with the same value for this parameter are tried at the same time. Values in

the sequence defined by the order parameters of different destinations do not necessarily

need to follow each other. There may be gaps, and the sequence 3–7–7–100, for

example, would be processed in the same way as 1–2–2–3.

Voice mail is always the last destination in the sequence. The order parameter for voice

mail is set to 100 and cannot be changed. For this reason, for all destinations other than

voice mail, the value of the order parameter cannot be greater than 99.

— Timeout – a period of time during which the destination is ‘tried.’ If, within the specified

time, the call is not answered at the specified destination, the call is routed to the next

destination.



For destinations with the same value for the order parameter, the timeouts are also the

same.

In the case of voice mail, the call is (almost immediately) ‘answered’ by the Voice Mail

server. That is why the timeout for voice mail is never specified.

— State: active or inactive. Destinations may be made temporarily inactive and then

reactivated again. The active/inactive state in relation to destinations has the same


Voice mail as a call destination cannot be deactivated.

• Hunt group settings: Membership of a user in various hunt groups. For more information, see

“Hunt group basics” on page 127.

• Active or inactive state: If a user account is active, the corresponding user can use Unison

within his or her authorization. Inactive accounts correspond to users who (temporarily) cannot

use the system.

• Locked state: If a user account is locked, it cannot be deleted or deactivated. Only the user

accounts with administrator rights are locked by default. The locked state of a user account is

denoted with a padlock icon.

Accessing the User Accounts page

To access the User Accounts page:


2 In the left navigation bar under Organization, click User Accounts.

Creating a new user account

When creating a new user account, you specify only the most important account settings. You can

then add more information when editing the account, see “Editing a user account” on page 189.

Note: The maximum number of user accounts is defined by your Unison license.

To create a new user account:

1 Open the User Accounts page (see “Accessing the User Accounts page”).

2 Click Create .

The New User wizard opens (see Figure 8–51 on page 171).

Note: If the maximum number of user accounts per license is reached, a warning is displayed:

“You have reached the maximum number of users permitted by your license.”



3 On the General page of the wizard:

3.1 Type the user’s first name, middle name, last name, and job title in the corresponding

fields.

Figure 8–51: The General page of the New User wizard

3.2 Select the department that the new user belongs to from the Department list.

Important: Be careful when assigning the user to the department. You won’t be able to

change this assignment at a later time.

The display name and logon name are generated automatically using the information

that you have entered by now and the name generation templates specified for the

organization (see “Managing organization settings” on page 90).

The password is also generated automatically. The number of characters in the generated

password corresponds to the password length specified for the organization (see

“Managing organization settings” on page 90).

You can change the display name, logon name, and password as needed.

Important: The user’s logon name may contain from one to 30 characters; only

lowercase English letters, digits, and underscores (_) are allowed. The password may be

from 6 to 60 characters long and can include any characters.



3.3 If necessary, select the time zone appropriate for the user from the Time zone list. (The

time zone suggested by the system corresponds to the one set for the organization, see

“Managing organization settings” on page 90.)

Note: The time that you set in ACD rules is assumed to be the local time in the time

zone where the user resides. That is why it is important to define the correct time zone

for the ACD rules to work properly.

3.4 Click Next. If a user account with the same logon name already exists, a notification message is displayed. In this case, you have to provide a different, unique logon name.

The Permissions page of the New User wizard is displayed (see Figure 8–52).

4 Specify which of the services (e-mail, phone, calendar, or Unison Messenger) the user is

allowed to use. To do that, select or clear the corresponding check boxes. (Permissons

suggested by the system correspond to those specified for the organization, see “Managing

organization settings” on page 90.)

Figure 8–52: The Permissions page of the New User wizard

Note: A user cannot be allowed to use the calendar service if he or she is not allowed to use

e-mail.

Click Next.

The E-mail page of the New User wizard is displayed (see Figure 8–53 on page 173).



5 On the E-Mail page, specify the properties of the user’s mailbox:

5.1 Specify the quota, that is, the size of the mailbox. To do that, make sure that the Quota option

is selected, and then type a number in the box preceding Mb. If you don’t want to limit the size

of the mailbox, click Unlimited. (The quota suggested by the system corresponds to that

specified for the organization, see “Managing organization settings” on page 90.)

5.2 Specify the main e-mail address. To do that, in the E-mail box, select the required

domain name from the list. (The local part of the e-mail address is always the same as the

logon name. The list from which you select the domain name contains the domains

defined for the department that the user belongs to, and the organization domains.)

Note: E-mail addresses in which the domain name is different from the

organization/Unison Server domain name cannot be used for automatic configuration of

user accounts in Unison Desktop (see step 7 of the procedure described in “Installing

Unison Desktop” on page 209). (The organization/Unison Server domain name is the one

you set when installing Unison Server; see step 6 of the procedure described in “Running

the archive file and setting the database administrator’s password” on page 47).

5.3 If necessary, specify one or more mailbox aliases (that is, additional e-mail addresses).

To create an alias, type the alias name in the New Alias field, select the desired domain

from the list of the valid domains, and then click Add.

Note: Only numerals, lowercase English letters, and underscores are allowed in the local

part of aliases.

To delete unnecessary aliases, select the corresponding text fragment next to Aliases,

and then press DELETE.

Figure 8–53: The E-Mail page of the New User wizard

Click Next.



6 On the Phone page (see Figure 8–54), specify devices (phones), phone numbers, and

extensions ‘owned’ by the current user. For detailed instructions, refer to “Specifying phones,

phone numbers, and extensions” on page 177. This section only provides an outline of the

process and general remarks.

6.1 Specify phones, using the buttons next to the table of devices.

Note: One phone may be assigned to a user automatically if 1) the ‘add devices

automatically’ option is currently specified for the organization (see “Managing

organization settings” on page 90) and 2) there is at least one phone registered in the

system that is currently active but not assigned to anybody. If otherwise, phones have to

be assigned to the user manually.

Note: When creating a user account, you first specify the user’s phones and only then

define ACD rules (or ask the system to do that automatically). That is why all phones

initially are shown as ‘not used’ and, consequently, the entire Used column is empty.

Figure 8–54: The Phone page of the New User wizard

6.2 If necessary, specify phone numbers, using the buttons next to the list of phone numbers.

6.3 Specify extensions, using the buttons next to the list of extensions.

Note: One extension may be assigned to a user automatically if 1) the ‘add extensions

automatically’ option is currently specified for the organization (see “Managing

organization settings” on page 90) and 2) there is at least one extension registered in the



system that is currently active but not assigned to anybody1. Otherwise, extensions have

to be assigned to the user manually.

6.4 Specify how the ACD rules for the user account should be created (automatically or

manually). To do that, select or clear the Configure ACD automatically check box.

Note: Irrespective of your choice, one ACD rule named ‘Auto’ – the so called default

ACD rule – will be created by the system automatically.

However, depending on whether the option Configure ACD automatically is selected

or not, the default ACD rule will vary somewhat. Another difference is which page will be

displayed when you click Next on the Phone page of the New User wizard:

— If the option is selected, the default ACD rule created by the system will specify the

following: calls to all phone numbers and extensions ‘owned’ by the user are

routed to all phones ‘owned’ by the user. If within 30 seconds the call is not

answered on any of the phones, the caller is connected to the Voice Mail server,

which ‘answers’ the call. When you click Next, you go to the Hunt Groups page of

the New User wizard (skipping the ACD Rules page). (You will be able to specify

additional rules and/or modify the existing one at a later time – as part of editing

the user account properties, see “Editing a user account” on page 189.)

— If the option is not selected, the default ACD rule created by the system will specify

the following: calls to all phone numbers and extensions ‘owned’ by the user are

routed to the Voice Mail server. When you click Next, you go to the ACD Rules

page of the New User wizard where you can specify additional rules and/or modify

the existing one right away.

6.5 When you have finished working with the Phone page, click Next.

7 On the ACD Rules page, specify automatic call distribution rules associated with the user

account. For detailed instructions, refer to “Specifying ACD rules” on page 183.

Note: The ACD Rules page is not displayed if, when leaving the Phone page, the Configure

ACD automatically check box was selected.

When you have finished specifying the ACD rules, click Next.

8 On the Hunt Groups page, you can specify that the user is a member of one or more existing

hunt groups (see “Hunt group basics” on page 127) and define the associated parameters.

To add the user to a hunt group:

8.1 Click Add.

1 To be more precise, the user can be assigned an extension that ‘belongs’ to the user’s department, or an extension that

does not belong to any of the departments.



The Add User to Hunt Group dialog box is displayed (see Figure 8–55).

8.2 Select the name of the required hunt group from the Hunt group list.

8.3 Type the skill level and wrap-up time next to Skill level and Wrap-up time respectively.

8.4 If you want to assign hunt group administrator rights to the user, select the Hunt group

administrator check box.

Figure 8–55: The Add User to Hunt Group dialog box

8.5 Click OK.

A new record appears in the table of hunt groups.

If necessary, add the user to other hunt groups using the procedure described above.

On the Hunt Groups page of the New User wizard, you can also edit the properties related

to the user membership in hunt groups, as well as remove the user from the hunt groups.

To change the user’s skill level or wrap-up time, to assign hunt group administrator rights to

the user, or to take these rights away from the user:

Select the required hunt group in the table and then click Edit. In the Hunt Group Member

Properties dialog box, make the necessary changes, and then click OK.

To remove the user from one or more hunt groups:

Select one or more hunt groups in the table and then click Remove. Confirm your intention to

remove the user from the selected hunt groups by clicking OK in the corresponding message

box.

When you have finished working with the Hunt Groups page of the New User wizard, click

Next.



9 Review results on the Summary page (see Figure 8–56).

Figure 8–56: The Summary page of the New User wizard

10 Click Finish to create the user account. Click Cancel to discard all changes and drop the user

account.

Specifying phones, phone numbers, and extensions

Phones, phone numbers, and extensions may be assigned to a user when creating a user account,

or at a later time by editing the corresponding properties of an existing user account1.

You specify phones, phone numbers, and extensions:

• When creating the user account: on the Phone page of the New User wizard, see Figure 8–

54 on page 174.

• When editing the user account: on the Phone tab of the User Account Properties dialog

box, see Figure 8–57 on page 178.

In both cases you work with the same set of information objects and parameters using the

following procedure:

1 Phones, phone numbers, and extensions can also be associated with existing user accounts when ‘creating’ phones, phone

numbers, and extensions or editing their properties.



1 Specify one or more devices (phones). If a user doesn’t have any phones assigned, he or she

will only be able to use voice mail.

Phones ‘owned’ by the user are shown in the table of devices. This is the uppermost table on

the Phone page or tab.

Figure 8–57: The Phone tab of the User Account Properties dialog box

In the table of devices, the most essential phone properties are shown in the following

columns:

— Used: The state of the phone in relation to ACD rules specified for the user account. The

phones that are ‘used’ (that is, mentioned) in at least one of the ACD rules have a

checkmark in the column ‘Used.’

When creating a user account, you first specify the user’s phones and only then define

ACD rules (or ask the system to do that automatically). That is why all phones initially are

shown as ‘not used’ and, consequently, the entire Used column is empty.

— Device: The name of the phone.

— Type: The type of the phone (‘Cisco’ or ‘unknown’).

You can assign as many phones to the user as he or she requires.



To add one or more phones to the list of devices ‘owned’ by the user, click Add to the right of

the table of devices. The Available Devices dialog box is displayed (see Figure 8–58).

Figure 8–58: The Available Devices dialog box

The table in the Available Devices dialog box shows the active phones that are not assigned

to any user.

You can assign one or more phones present in this table to the current user. To do that, select

the phones in the table, and then click Select underneath the table. As a result, the selected

phones appear in the table of devices on the Phone page or tab. To close the Available

Devices dialog box when you have finished adding devices, click Close in the lower right part

of the dialog box.

If there are no phones in the table of available devices, you can ‘create’ a new phone for the

user. To do that, click Create underneath the table in the Available Devices dialog box. The

New Device dialog box is displayed (see Figure 8–59 on page 180), which you can use for

specifying the properties of the new phone. When you have finished working with the

parameters of the new phone, click Create. The phone that you have ‘created’ appears in the

table of devices on the Phone page or tab.

Buttons to the right of the table of devices (other than the Add button) are intended for

performing the following functions:

— Create: To ‘create’ a new phone and assign it to the user. When you click this button,

the New Device dialog box is displayed (see Figure 8–59 on page 180). The new phone

is ‘created’ and assigned to the user when you click Create in the New Device dialog

box – when you have finished specifying the phone properties.

— Edit: To edit the properties of the phones assigned to the user. When you click a phone

in the table of devices and then click Edit, the Device Properties dialog box is displayed,

which looks similar to the New Device dialog box (see Figure 8–59 on page 180).



Changes to the phone properties made in the Device Properties dialog box take effect

when you confirm them by clicking OK in this box.

— Remove: To remove one or more phones from the list of devices ‘owned’ by the user.

When you select one or more phones in the table of devices and then click Remove, you

are asked to confirm you intention to remove the devices. The selected devices are

removed after you click OK in the corresponding message box.

Note: When you remove a phone from the list of devices ‘owned’ by some user, you do

not remove that phone from the system. The phone just becomes unassigned to any user

and, if necessary, you can assign this phone to a different user at a later time. To remove

the phone from the system completely, follow the instructions provided in “Deleting

devices” on page 126.

Figure 8–59: The New Device dialog box

2 If necessary, specify one or more phone numbers. If a user doesn’t have any external phone

numbers assigned, his or her phones and voice mail will only be accessible from inside the

Unison telephone network, see “Phone number basics” on page 114.

Phone numbers ‘owned’ by the user are shown in the list of phone numbers. On the Phone

page or tab, this list is underneath the table of devices.

You can assign as many phone numbers to the user as required.

To add one or more phone numbers to the list of phone numbers ‘owned’ by the user, click

Add to the right of the list of phone numbers. The Available Phone Numbers dialog box is

displayed (see Figure 8–60 on page 181).



The list of available phone numbers shows active phone numbers that belong to the user’s

department or do not belong to any of the departments.

Figure 8–60: The Available Phone Numbers dialog box

You can assign one or more phone numbers in this list to the current user. To do that, select

the phone numbers in the list, and then click Select underneath the list. As a result, the

selected phone numbers appear in the list of phone numbers on the Phone page or tab. To

close the Available Phone Numbers dialog box when you have finished adding phone

numbers, click Close in the lower right part of the dialog box.

You can remove unnecessary phone numbers from the list of phone numbers ‘owned’ by the

user. To do that, select one or more phone numbers in the list and then click Remove to the

right of the list. When asked, confirm your intention to remove the selected phone numbers by

clicking OK in the corresponding message box.

Note: When you remove a phone number from the list of phone numbers ‘owned’ by some

user, you do not remove that phone number from the system. The phone number just

becomes unassigned to any user and, if necessary, you can assign this phone number to a

different user at a later time. To remove phone numbers from the system completely, follow

the instructions provided in “Deleting phone numbers” on page 117.

3 Specify one or more extensions. If a user has neither phone numbers nor extensions assigned,

his or her phones and voice mail will not be accessible.

Extensions ‘owned’ by the user are shown in the list of extensions. On the Phone page or tab,

this list is underneath the list of phone numbers.

You can assign as many extensions to the user as required. The typical situation, however, is

when the user has only one extension.



To add one or more extensions to the list of extensions ‘owned’ by the user, click Add to the

right of the list of extensions. The Available Extensions dialog box is displayed (see Figure 8–

61).

The list of available extensions shows the active extensions that belong to the user’s

department or do not belong to any of the departments.

Figure 8–61: The Available Extensions dialog box

You can assign one or more extensions in this list to the current user. To do that, select the

extensions in the list, and then click Select underneath the list. As a result, the selected

extensions appear in the list of extensions on the Phone page or tab. To close the Available

Extensions dialog box when you have finished adding extensions, click Close in the lower

right part of the dialog box.

If there are no extensions in the list of available extensions, you can ‘create’ a new extension

for the user. To do that, click Create underneath the list (in the Available Extensions dialog

box). The New Extension dialog box is displayed (see Figure 8–62). Specify the extension and,

if necessary, add a note. Then, click Create.

Figure 8–62: The New Extension dialog box



The extension that you have ‘created’ appears in the list of extensions on the Phone page or

tab.

Buttons to the right of the list of extensions (other than the Add button) are intended for

performing the following functions:

— Create: To ‘create’ a new extension and assign it to the user. When you click this button,

the New Extension dialog box is displayed (see Figure 8–62 on page 182). The new

extension is ‘created’ and assigned to the user when you click Create in the New Device

dialog box – after specifying the extension.

— Remove: To remove one or more extensions from the list of extensions ‘owned’ by the

user. When you select one or more extensions in the list of extensions and then click

Remove, you are asked to confirm your intention to remove the extensions. The selected

extensions are removed after you click OK in the corresponding message box.

Note: When you remove an extension from the list of extensions ‘owned’ by some user,

you do not remove that extension from the system. The extension just becomes

unassigned to any user and, if necessary, you can assign this extension to a different user

at a later time. To remove the extension from the system completely, follow the

instructions provided in “Deleting extensions” on page 122.

4 When you have finished specifying phones, phone numbers, and extensions:

— If you are creating a new user account, specify how the ACD rules for the user account

should be created (automatically or manually). To do that, select or clear the Configure

ACD rules automatically check box. Then click Next to proceed to the next page of the

New User wizard.

— If you are editing the properties of an existing account, to save the changes made and

close the User Account Properties dialog box, click OK in the dialog box. To continue

working with the properties of the user account, click the desired tab in the User

Account Properties dialog box.

Specifying ACD rules

You can specify ACD rules for a user account when creating a user account (if you have decided to

set the ACD rules manually), or at a later time, when editing an existing user account.

To get access to the ACD rules, you use:

• When creating the user account, the ACD Rules page of the New User wizard.

• When editing the user account, the ACD tab of the User Account Properties dialog box.

In both cases you can create new ACD rules, edit and delete the existing ones, as well as activate or

deactivate ACD rules.



• To create a new ACD rule, click Create underneath the table of ACD rules. Then follow the

instructions provided later in this section.

• To edit an existing ACD rule, click the rule that you are going to edit in the table of ACD rules,

and then click Edit. The procedure for editing an ACD rule is very similar to the procedure for

creating an ACD rule, so you can refer to the corresponding description (provided later in this

section) for instructions.

• To delete one or more ACD rules, select the rules in the table, and then click Delete. The

selected rules are deleted after you confirm your intention to delete the rules by clicking OK in

the corresponding message box.

• To deactivate one or more active ACD rules, select the rules, and then click Deactivate. When

asked, confirm your intention to make the rules inactive by clicking OK in the corresponding

message box.

• To activate one or more inactive ACD rules, select the rules that you are going to make active,

and then click Activate.

This is how you create a new ACD rule. (Initiated in a different way, the procedure for editing an

ACD rule is almost the same, starting from step 2.)

1 Click Create underneath the table of ACD rules.

The New ACD Rule dialog box is displayed.

2 If necessary, specify the name of the rule instead of the name suggested by the system (the

word ‘Custom’ followed by a number). To do that, type the desired name next to Rule name.

3 If necessary, modify the time of day during which the rule is active. (By default, the rule is

active around the clock, that is, 24 hours from 00:00 till midnight (24:00).)

To change the existing time range, select the time period that you want to change in the From

– To table, and then click Edit underneath the table. The Time Range Properties dialog box

is displayed (see Figure 8–63).

Figure 8–63: The Time Range Properties dialog box

If a rule should be active 24 hours, select the All Day checkbox, instead of specifying the time

range from 00:00 to 24:00. To be able to specify the exact time for the beginning and the end

of the time range, clear the All Day checkbox.



Specify the beginning of the time range. To do that, in the From field, select the starting hour

from the first box, and the starting minute from the second box.

Specify the end of the time range. To do that, in the To field, select the ending hour from the

first box, and the ending minute from the second box.

When you have finished specifying the time range, click OK in the Time Range Properties

dialog box.

To add another time range, click Add underneath the From – To table. The New Time

Range dialog box is displayed. Specify the beginning and end of the time range (alternatively,

for the rule to be active all day, from 00:00 till midnight, select the All Day checkbox), and

then click Create. The time range that you have specified appears in the From – To table.

To delete one or more time ranges, select the time ranges that you are going to delete in the From –

To table, and then click Delete underneath the table. When asked to confirm your intention to

delete selected time ranges, click OK in the corresponding message box.

4 If necessary, specify days and months when the ACD rule is active – instead of ‘Always,’ which

is every day of every month as suggested by the system.

(You can specify the days either as days of the week (for example, Monday, Tuesday, and so

on) or as calendar dates (for example, July 4, November 11, and so on). You can also select

‘every day’ (or ‘always’) for the rule to be active every day of every month. Within one record

in the Days and Months list only one form of day specification can be used. However, the

Days and Months list can contain several records in which different forms of day specification

are used in combination.)

To modify an existing record in the Days and Months list, click the record, and then click Edit

underneath the list. The Day/Month Pattern Properties dialog box is displayed (see Figure

8–64).

Figure 8–64: The Day/Month Pattern Properties dialog box



To select certain days of the week, click Days of the week. The Day/Month Pattern

Properties dialog is updated to show days of the week (see Figure 8–65).

Figure 8–65: The Day/Month Pattern Properties dialog box with days of the week shown

Now you can:

— Select separate days of the week (that are not yet selected) by clicking them in the list.

— Deselect separate days of the week (that are currently selected) by clicking them in the

list.

— Select all days of the week at once by clicking Select All underneath the list.

— Cancel selection of all days of the week at once by clicking Deselect All underneath the

list.

— Select only the days from Monday to Friday by clicking Weekdays.

— Select only Sunday and Saturday by clicking Weekend.

To select certain calendar dates, click Dates and months. The Day/Month Pattern Properties

dialog is updated to show dates and months (see Figure 8–66 on page 187).

Now you can:

— Select separate dates and/or months (that are not yet selected) by clicking them.

Note: If you select one or more dates but do not select any of the months, the

corresponding ACD rule will be active on the specified dates of all months. Similarly, if

you select one or more months but do not select any of the dates, the ACD rule will be

active on all dates during the specified months.



— Deselect separate dates and/or months (that are currently selected) by clicking them.

— Select all dates or months at once by clicking Select All underneath the corresponding

list.

— Cancel selection of all dates or months at once by clicking Deselect All underneath the

corresponding list.

Figure 8–66: The Day/Month Pattern Properties dialog box with dates and months shown

When you have finished specifying the days and months, click OK in the Day/Month Pattern


To add another record to the Days and Months list, click Add underneath the list. Specify

days and/or months using a procedure similar to that described above. When ready, click

Create in the New Day/Month Pattern dialog box. A new record with the properties that

you have specified appears in the Days and Months list.

To delete one or more records in the Days and Months list, select the records that you are

going to delete, and then click Delete underneath the list. When asked to confirm your

intention to delete selected records, click OK in the corresponding message box.

5 Specify call routing rules, that is, the sequence of call destinations.

To add a new call destination to the Call routing table, click Add underneath the table. The New

ACD Destination dialog box is displayed (see Figure 8–67 on page 188).

If necessary, specify the value of the ‘order’ parameter – instead of the next available number

suggested by the system. To do that, type the required number next to Order.



Specify the destination. To do that, depending on your requirements, do one of the following:

— Select Device from the list to the right of Forward to, and then select one of the

phones belonging to the user.

— Select Phone number or Extension from the list next to Forward to, and then type the

required phone number or extension in the following box.

If necessary, specify the timeout – instead of the value suggested by the system. (The default

value corresponds to what is currently specified for the organization, see “Changing default

settings” on page 93).

Figure 8–67: The New ACD Destination dialog box

Click Create when you have finished specifying parameters for the new destination. The call

destination you have specified appears in the Call routing table.

If necessary, add more destinations to the Call routing table.

Note: You cannot change the order in which the records are displayed in the Call routing

table. Destinations with lower values for the order parameter always appear closer to the top

of the table.

In addition to specifying new destinations, you can:

— Edit the properties of existing destinations. To do that, click the destination whose

properties you are going to edit in the Call routing table and then click Edit underneath

the table. In the ACD Destination Properties dialog box, specify the parameters as

required and then click OK.

— Delete destinations. To do that, select one or more destinations in the Call routing table

and then click Delete underneath the table. The selected destinations will be deleted

when you confirm your intention to delete the destinations in the corresponding message

box.

— Deactivate active destinations. To do that, select one or more active destinations in the

Call routing table, and then click Deactivate underneath the table. The selected



destinations will be deactivated when you confirm your intention to deactivate them in

the corresponding message box.

— Activate inactive destinations. To do that, select one or more inactive destinations in the

Call routing table, and then click Activate underneath the table.

Note: Voice mail is always present in the Call routing table. You cannot edit the properties of

this destination. You cannot delete voice mail or make voice mail inactive.

6 When you have finished specifying parameters for the ACD rule:

— If you are creating a new ACD rule, click Create in the New ACD Rule dialog box.

— If you are editing the properties of an existing ACD rule, click OK in the ACD Rule


Editing a user account

When editing a user account you can specify more information than at the stage of creating the

user account. This additional information includes an optional textual note associated with the user

account and the user’s personal details.

To edit a user account:

1 Open the User Accounts page (see “Accessing the User Accounts page” on page 170).

2 In the table of user accounts, click the account to be edited, and click Edit

The User Account Properties dialog box opens.

Note: The user with administrator rights is denoted in the table with the padlock icon. For

such a user, the Administrator Account Properties dialog box opens, where only the

password can be changed.

3 On the General tab you can change any of the parameters shown, with the exception of the

user’s department.

To change the logon name, type the desired characters in the Login text field. The user’s

logon name may contain from one to 30 characters; only lowercase English letters, digits, and

underscores (_) are allowed.

To change the password, select the Change Password checkbox, and type the new password

in the text field below that becomes enabled. The password may be from 6 to 60 characters

long and can include any characters.

You can also add a note by typing in the Note box.



4 On the Permissions tab, select the Unison services that the user is allowed to use.

Note: A user cannot be allowed to use the calendar service if he or she is not allowed to use

e-mail.

5 On the E-Mail tab, you can change the properties of the user’s mailbox. For instructions, refer

to step 5 of the procedure described in “Creating a new user account” on page 170.

6 On the Phone tab, you can manage phones, phone number, and extensions ‘belonging to’

the user. For instructions, refer to “Specifying phones, phone numbers, and extensions” on

page 177.

7 On the ACD tab, you can manage the ACD rules associated with the user account. For more

information and instructions, refer to “User account basics” on page 166 and “Specifying

ACD rules” on page 183.

8 On the Hunt Groups tab, you can manage the information related to the user’s membership

in hunt groups. For instructions, refer to step 8 of the procedure described in “Creating a new

user account” on page 170.

9 On the Contact Info tab, you can add the user’s photo and personal details. After uploading

the photo and information onto the server, Unison Desktop users get read-only access to these

resources via the Global Address List.

To add the photo, do one of the following:

— Type the fully qualified path to the image file containing the photo in the Photo box.

— Click Browse, find the image file in the file system, select it, and then click Open.

The image file should be in one of the following formats: JPEG, GIF, PNG, or TIFF.

The business fax number, office number, home phone numbers, home fax number, mobile

phone number, pager number and additional e-mail addresses are specified by typing in the

corresponding boxes. E-mail addresses should be typed on separate lines.

To specify a business or home address, click Edit in the corresponding area. Type the required

information in the corresponding fields in the Business Address Properties or the Home

Address Properties dialog box, and then click OK.

10 When you have finished working with the user account, click OK in the User Account




Deactivating and activating user accounts

You can temporarily suspend an account, while preserving all its settings. This action might be

useful when a user is away, and his or her access to the corporate network resources should be

restricted. Inactive accounts are gray in the list of accounts.

When necessary, the suspended account can be activated.

To deactivate one or more active accounts:


2 Select one or more active user accounts.



To activate one or more inactive accounts:


2 Select one or more inactive user accounts.

3 Click Activate .

Deleting user accounts

When a user account is deleted, all devices and phone numbers allocated for the account are

detached. However, the user name is preserved, and it is impossible to create a new user account

with the same name.

To delete one or more user accounts:


2 Select one or more user accounts.

3 Click Delete .


Managing address books

Use the Address Books pages of Unison Control Panel (see Figure 8–68 on page 192) for creating

and managing the address books at various levels, assigning administrators, populating the address

books with contacts, and creating distribution lists.

For organization, department, and personal levels there are three separate pages in Unison Control

Panel.



Figure 8–68: The Personal Address Books page of Unison Control Panel

Address books basics

An address book is a named set of contacts and e-mail distribution lists. The contents of address

books are visible to Unison users. Visibility of an address book depends on its type.

There are three types of address books:

• Organization

• Department

• Personal

At the organization level, there may be one or more address books. All users within the

organization can view the contact information present in organization address books in Unison

Desktop.

One of the address books at the organization level, the main address book (called initially the Global

Address List), is created automatically. Each contact in this book corresponds to a user account in

the system. Contacts are added to this address book when you create user accounts. On the other

hand, when you delete some user account, the contact corresponding to this account is deleted

from the main adress book as well. There is no other way to manage contacts in this address book.

You can edit the properties of the main address book and create distribution lists associated with

this book. Members for distribution lists in this case can only be selected from people who have user

accounts in the system.

For each distribution list associated with the main address book, you can specify one or more

administrators. Unison users designated as the distribution list administrators have the right to

manage distribution list members in Unison Desktop.



You can create more address books at the organization and department levels. Department address

books are visible only to members of the corresponding departments.

The address books other than the main organization address book may include external (in relation

to your organization) contacts. The same refers to distribution lists associated with these books. Also

note that the members of distribution lists may not necessarily be a subset of contacts present in the

address book with which these distribution lists are associated.

You can specify administrators for each address book and each distribution list at the organization

and department levels. Administrators can manage the address book and distribution list

information in Unison Desktop.

Address book administrators have the right to manage the contact information in the address books

but don’t have the right to manage distribution lists. Distribution list administrators, on the contrary,

can manage the distribution list members but cannot manage the contact information in the

address books.

At the department level, administrators can only be selected from the members of the

corresponding departments.

Personal address books for Unison users are created automatically when you create user accounts.

When you delete an account, the personal address book associated with this account is deleted as

well.

Personal address books are only visible for their owners. Unison users can manage their personal

address books in Unison Desktop.

As the Unison administrator, you can do the following with the personal address books: change

names of the address books, add and change notes, add and delete contacts as well as edit their

properties. You cannot view and manage distribution lists associated with the personal address

books.

An address book has the following properties and elements:

• Name of an address book.

• Owner of an address book. On the organization level, the owner is not defined. On the

department level, the owner of an address book is a department. On the personal level, the

owner is a user within a department.

• Administrators of an address book are the users who have administrator rights for the book.

Address book administrators can manage contact information in the address book but don’t

have the right to manage distribution lists.

On the personal level, the owner of the address book is the default administrator; this

administrator cannot be deleted. On the department level, only a person from the department

that owns the address book can become its administrator.



• Contacts are people represented in address books by their contact information. You can

populate the address books with any number of contacts. The only difference is the main book

on the organization level, where you can only view the contact details.

• Distribution lists are mailing lists. Each distribution list has a name, an e-mail address, and the

list of members. Distribution list members are represented in the list, first of all, by their e-mail

addresses. The e-mail address associated with the distribution list may be thought of as an

alias for the e-mail addresses of the distribution list members.

You can create and edit distribution lists at the level of the organization and departments. You

can also specify distribution list administrators, that is, Unison users who can manage

distribution lists for the organization and departments using their Unison Desktop client

programs.

For distribution lists at the department level, distribution list administrators can only be

selected from the members of the corresponding department. Distribution list administrators

cannot edit the contact information in the address books.

On the personal level, distribution lists can only be created and edited in the Unison Desktop

client by each user individually.

Accessing the Address Books pages

To access one of the Address Books pages:


2 In the left navigation bar under Address Books, click Organization, Department, or

Personal.

Creating an organization address book

To create a new organization address book:

1 Open the Organization Address Books page, as described in “Accessing the Address Books

pages.”

2 On the toolbar of the Organization Address Books page, click Create .

The New Organization Address Book dialog box opens.

3 On the General tab of the dialog box, specify the name of the address book, and type an

optional note.

4 On the Administrators tab of the dialog box, create a list of users who are granted the rights

to edit the address book. To do that, click the Add button. In the New Administrator dialog

box, select the desired users from the various departments, and click the Add button.



5 On the Contacts tab, populate the address book with contacts. Click the Create button to

add new contacts, Edit to change existing ones, or Delete to remove contacts from the list.

Refer to “Creating and editing contacts” on page 197 for a detailed description of the

procedure.

6 On the Distribution Lists tab, manage the distribution lists associated with the address book.

Click the Create button to add new distribution lists, Edit to change existing ones, or Delete

to remove distribution lists. Refer to “Creating distribution lists and specifying distribution list

administrators” on page 198 for a detailed description of the procedure.


Creating a department book

To create a new department address book:

1 Open the Department Address Books page, as described in “Accessing the Address Books

pages” on page 194.

2 On the toolbar of the Department Address Books page, click Create .

The New Address Book wizard opens.

3 On the Department page of the wizard, select the department that owns the new address

book, and click the Next button.

4 On the Properties page of the wizard, specify the name of the address book and type an

optional note.

If you want to start populating the address book right after its creation, select the checkbox

Add administrators, contacts and distribution lists.

If you want to put off populating the address book until a later time, clear this checkbox.

For instructions on working with the existing address books, see “Editing address books”.

5 Click Finish.

Editing address books

Note: Instructions provided in this section apply only to the address books that you have created

yourself. That is, you don’t have access to some of the operations described in this section in

relation to the main organization address book and personal address books (see “Address books

basics” on page 192).



To change the properties of an existing address book:

1 Open the required Address Books page (see “Accessing the Address Books pages” on page

194).

2 Select the address book you want to edit in the list of existing address books.

3 On the toolbar, click Edit .

The Address Book Properties dialog box opens.

4 On the General tab of the dialog box, you can change the name of the address book, and

add notes.

5 On the Administrators tab of the dialog box, you can manage the list of users who are

granted the rights to edit the contact information in the address book. Refer to “Assigning

address book administrators” for a detailed description of the procedure.

6 On the Contacts tab, you can populate the address book with contacts. Click the Create

button to add new contacts, Edit to change existing ones, or Delete to remove contacts from

the list. Refer to “Creating and editing contacts” on page 197 for a detailed description of the

procedure.

7 On the Distribution Lists tab, you can manage the distribution lists. Click the Create button

to add new distribution lists, Edit to change existing ones, or Delete to remove distribution

lists. Refer to “Creating distribution lists and specifying distribution list administrators” on page

198 for a detailed description of the procedure.

8 Click OK to apply changes and close the dialog.

Assigning address book administrators

Note: You cannot specify administrators for the main organization address book and personal

address books.

To add an administrator to the list of address book administrators:

1 Open the Organization Address Books or the Department Address Books page (see

“Accessing the Address Books pages” on page 194).




4 On the Administrators tab of the Address Book Properties dialog box, click the Add

button.

The New Administrator dialog box opens.



5 In the Department list to the left, select the desired department. The User list to the right

shows the list of users in this department.

6 In the User list, select the desired user, and click the Add button.

Creating and editing contacts

Note: You cannot add contacts and edit the contacts in the main organization address book.

To add a contact to an address book:

1 Open the required Address Books page (see “Accessing the Address Books pages” on page

194).




4 On the Contacts tab of the Address Book Properties dialog box, click the Create button.

The New Contact dialog box opens.

5 On the General tab of the New Contact dialog box, specify the following parameters:

— Full name is automatically generated from the first, last, and middle names of the

contact, specified in the Contact Full Name dialog box. To enter first, last, and middle

names, click the Edit button and type the names in the corresponding text fields. Note

that the names may contain only English letters, digits, underscores (_), spaces, and

dashes (-).

— Display as is the display name of the contact. Initially, the display name is automatically

generated using the name generation template defined in the organization settings.

When you change the contact’s name, the display name changes accordingly. You can

modify the display name manually, by typing the desired characters in the field, but in

this case, automatic generation of the display name for this contact will not work any

more.

— Photo: Accept the default avatar, or enter the fully qualified path to the image file that

contains the contact’s photo, or click the Browse button and locate the desired image in

the file system. If a contact’s photo is added, the Delete button becomes enabled, letting

you remove an image and replace it with a different one. Note that an image is actually

added to a contact when you finish configuring the address book properties.

— Enter the necessary information in the Job title, Company, Department, Office

number, and Web site boxes.



6 On the E-mails tab of the New Contact dialog box, specify the e-mail addresses that belong

to the contact. To separate the addresses, use spaces, commas, semicolons, or line breaks.

7 On the Messaging tab of the New Contact dialog box, specify the user ID for the messaging

services that this contact uses. The available messaging services are: MSN, ICQ, Google Talk,

and Jabber.

8 On the Phones tab of the New Contact dialog box, specify the business phones, fax and

extension, home phones and fax, mobile phone and pager.

9 On the Postal Address tab of the New Contact dialog box, specify the business and home

addresses. Click the Edit buttons, and type details in the Address Properties dialog boxes.

10 On the Notes tab, type textual comments.

11 Click the Create button to create a contact and close the New Contact dialog box.

To edit a contact in an address book:

1 On the Contacts tab of the Address Book Properties dialog box, select the desired contact.

2 Click the Edit button. The Contact Properties dialog box opens.

3 Change contact details, as described in the procedure above, and click OK.

Creating distribution lists and specifying distribution list administrators

Note: You cannot create distribution lists for personal address books. Only the address book

owners can do that.

To add a distribution list to an address book:

1 On the Distribution Lists tab of the Address Book Properties dialog box, click the Create

button.

The New Distribution List dialog box opens.

2 On the General tab, specify the following parameters:

— Name of the distribution list.

— E-mail address associated with this distribution list. To set this, type the local part of the

address, and then select a domain name from the list.

— List of members. For each member, specify an e-mail address prepended by an optional

display name.



To add a member from the list of the registered user accounts to the distribution list, click

the Add Unison Member button. In the New Member dialog box, select the desired

department in the left pane, the user account in the right pane, and then click Add.

If you want to add someone to the list who does not have a user account in Unison, you

can type the display name and any valid e-mail address in the text area, using line breaks

or commas to separate addresses. If the display name is defined, the e-mail address

should be enclosed in angle brackets. If only the e-mail address is specified, angle

brackets can be omitted.

For example:

Mr. John Smith <[email protected]>

[email protected]

When you later open a distribution list for editing, the list is automatically sorted in

alphabetical order, and entries are separated by line breaks.

3 On the List Administrators tab, define the list of users who have administrator rights with

regards to the distribution list. Distribution list administrators can only change the distribution

list properties from within their Unison Desktop clients. They cannot edit the contact

information in the address book.

To grant a user administrator rights, click the Add button. In the New Administrator dialog

box, select the desired department in the left pane and then select a user within this

department in the right pane. Click Add.

4 Click Create.

Editing distribution lists

Note: You don’t have access to distribution lists associated with personal address books.

To change the properties of an existing distribution list:

1 On the Distribution Lists tab of the Address Book Properties dialog box, select the desired

distribution list, and click the Edit button.

The Distribution List Properties dialog box opens.

2 On the General tab, change the name of the distribution list, its e-mail address and the list of

members. For instructions, see step 2 of the procedure in “Creating distribution lists and

specifying distribution list administrators” on page 198.

3 On the List Administrators tab, define the list of users who have administrator rights with

regards to the distribution list. For instructions, see step 3 of the procedure in “Creating

distribution lists and specifying distribution list administrators” on page 198.

4 Click OK.



Deleting address books

Note: You cannot delete the main organization address book and personal address books.

To delete an address book:

1 In the left navigation bar of the Control Panel, under Address Books, click Organization or

Department.

2 Select one or more address books.

3 On the toolbar of the Address Books page, click Delete .

4 In the dialog box that opens, click the OK button to confirm deletion.


Chapter 9: Backing up and restoring data. Recovering and upgrading Unison Server

This chapter discusses the utility program migrate.pl included in the Unison Server distribution.

This utility is intended for making data backups and restoring the data on Unison Server from the

backups created earlier.

This chapter also contains outlines of the processes in which migrate.pl can be used, namely,

Unison Server recovery and upgrade.

The migrate.pl utility: location and command-line syntax

Once Unison Server has been installed, the utility program migrate.pl can be found in the

directory /var/lib/ums/CPanel/

The command-line syntax for running the utility is:

• For creating a backup:

migrate.pl --action=dump --datadirectory=[destination]

where [destination] is the absolute path to the directory where you want to create the

backup.

• For restoring data from a backup created earlier:

migrate.pl --action=restore --datadirectory=[source]

where [source] is the absolute path to the directory where the backup is stored.

Note that a slash (/) at the end of the path specification in [destination] and [source] is

required. For example, --datadirectory=/root/bakups/backup_24_05_2008/.

Important: migrate.pl does not back up e-mail messages for deactivated user accounts. So

when you restore the data, the mailboxes of users with deactivated accounts will be empty. If you

want to keep the e-mail for users with deactivated accounts, activate the accounts prior to backing

up the data (see “Deactivating and activating user accounts” on page 191).

Additional information on using migrate.pl is available in the help provided with the utility. To

view help, follow the procedure described in “Accessing the migrate.pl help.”

Accessing the migrate.pl help

To view the migrate.pl help:

1 Log on to the Unison Server host as the user root. For instructions, refer to “Logging on to

the server host” on page 43.

2 To switch to the directory where migrate.pl is located, type:

cd /var/lib/ums/CPanel/ and then press ENTER.

3 To view the migrate.pl help, type:

./migrate.pl --help and then press ENTER.



Backing up the data

To create a backup of the Unison Server data:



2 If you are going to create the data backup on external data storage, make the file system of

that storage accessible to the operating system running on the Unison Server host. For

example, you may want to:

— Attach a detachable hard disk drive to the Unison Server host and then mount the file

system of that drive to the file system of Unison Server host using the mount command.

— Mount the file system of a network-attached storage (NAS) set up earlier to the file

system of the Unison Server host.

3 Create the Unison Server data backup using the migrate.pl utility:

3.1 To switch to the directory in which the migrate.pl utility is located, type:


3.2 To run the utility (from the current directory) and create the data backup, type:

./migrate.pl --action=dump –-datadirectory=[destination] and then press

ENTER.

[destination] in the command above is the absolute path to the directory where

you want to create the data backup. If the specified directory does not exist, it will be

created.

Example:

./migrate.pl --action=dump --datadirectory=/root/backup_24_05_2008/

4 If necessary, unmount the file system of the external data storage.

Restoring the data from a backup

To restore the data on Unison Server from a backup created earlier:



2 If the data backup is on external data storage, make the file system of that storage accessible

to the operating system running on the Unison Server host.

3 Restore the Unison Server data using the migrate.pl utility and the data backup:



3.1 To switch to the directory where the migrate.pl utility is located, type:


3.2 To run the utility (from the current directory) and restore the data from the backup, type:

./migrate.pl --action=restore --datadirectory=[source] and then press

ENTER.

[source] in the command above is the absolute path to the directory in which the data

backup is located.

Example:

./migrate.pl --action=restore --datadirectory=/root/backup_24_05_2008/


Recovering Unison Server

To quickly recover Unison Server in exceptional situations when, for some reason, it is no longer

possible to use the Unison Server software:

1 Make sure that there are no directories pertaining to Unison Server on the computer that you

are going to use for running Unison Server. These directories are:

/var/lib/ums/ and /var/spool/ums/

Delete these directories if they are present. For instructions, refer to “/var/lib/ums/ or

/var/spool/ums/ already exists” on page 51.

2 Install Unison Server. For instructions, refer to “Installing Unison Server” on page 43.

3 Upload the data onto Unison Server using the data backup created earlier. For instructions,

refer to “Restoring the data from a backup” on page 202.

Upgrading Unison Server

To upgrade to a new version of Unison Server, keeping all data existing in the system:

1 Create a backup copy of data existing in the system. For instructions, refer to “Backing up the

data” on page 202.

2 On the Unison Server host, remove the directories containing Unison Server program

components and data (/var/lib/ums/ and /var/spool/ums/). For instructions, refer to

“/var/lib/ums/ or /var/spool/ums/ already exists” on page 51.

3 Install a new version of Unison Server. For instructions, refer to “Installing Unison Server” on

page 43.



4 Upload the data onto Unison Server using the backup copy created at step 1 of this procedure.

For instructions, refer to “Restoring the data from a backup” on page 202.

5 If necessary, obtain a new license from Unison Technologies, Inc. and deploy this license on

Unison Server. For instructions, refer to “Getting information about buying a license” on page

78 and “Changing a license” on page 78.


Chapter 10: Migrating data from Microsoft Exchange Server

This chapter discusses the utility program migrate_exchange.pl, which is included in the

Unison Server distribution. Using this utility in combination with migrate.pl (see “Backing up and

restoring data. Recovering and upgrading Unison Server” on page 201), you can migrate data from

Microsoft Exchange Server to Unison Server.

You use migrate_exchange.pl to connect to Microsoft Exchange Server and create a data

dump that can then be ‘restored’ on Unison Server using migrate.pl.

The data dump that you create includes:

• The e-mail part of user accounts existing on Microsoft Exchange Server

• Mailboxes associated with these accounts, including the folder structure and all e-mail

messages

Preparing for data migration: specifying user accounts

To prepare for data migration, you should create a text file listing Microsoft Exchange Server user

accounts for which you want to perform data migration.

User accounts in this file should be listed on separate lines. For each account you should specify:

• Logon name

• Password

• Active Directory distinguished name (DN)

The logon name, password and DN should be separated with one or more spaces.

For example:

............

jhunter GHrt82kdPN CN=Julia Hunter,OU=Marketing,DC=example,DC=com

jsmith ZXpo45qwVB CN=John Smith,OU=Sales,DC=example,DC=com

............

The migrate_exchange.pl utility: location and command-line syntax

Once Unison Server has been installed, the utility program migrate_exchange.pl can be

found in the directory /var/lib/ums/CPanel/

The command-line syntax for running the utility is (what follows should be typed on one line):



migrate_exchange.pl --[destination] --[exchange_users]

--[organization] --[department] --[domain] --[exchange_host]

where

[destination] is the absolute path to the directory where the data dump for Unison Server will

be created.

[exchange_users] is the absolute path to the file containing the information about Microsoft

Exchange Server user accounts (see “Preparing for data migration: specifying user accounts” on

page 205).

[organization] is the name of the organization, the way you have specified this name when

installing Unison Server (see step 7 of the procedure described in “Running the archive file and

setting the database administrator’s password” on page 47).

[department] is the name of the department that you want Unison user accounts to be

associated with. (All ‘new Unison users’ will belong to the same department. You can then change

this assignment using Unison Control Panel.)

[domain] is the Unison Server/organization domain name, the way you have specified this

parameter when installing Unison Server (see step 6 of the procedure described in “Running the

archive file and setting the database administrator’s password” on page 47). Most likely, this

domain name is the same as the one associated with Microsoft Exchange Server (see “A note about

the domain name” on page 207).

[exchange_host] is the hostname or IP address of the host on which Microsoft Exchange Server

is running.

Important: To be able to create the data dump using the utility migrate_exchange.pl,

Microsoft Exchange Server must be up and running at the moment of performing the

migrate_exchange.pl command.

Additional information on using migrate_exchange.pl is available in the help provided with the

utility. To view help, use the procedure described in “Accessing the migrate_exchange.pl help.”

Accessing the migrate_exchange.pl help

To view the migrate_exchange.pl help:



2 To switch to the directory where migrate_exchange.pl is located, type:


3 To view the migrate_exchange.pl help, type:

./migrate_exchange.pl --help and then press ENTER.



Migrating data from Microsoft Exchange Server to Unison Server

To migrate data from Microsoft Exchange Server to Unison Server:

1 Make sure that the Microsoft Exchange Server you want to migrate the data from is up and

running.



3 Create the text file specifying Microsoft Exchange Server user accounts you want to migrate

the data for (see “Preparing for data migration: specifying user accounts” on page 205).

4 If you are going to create a data dump for Unison Server on external data storage, make the

file system of that storage accessible to the operating system running on the Unison Server

host.

5 Create the data dump for Unison Server using the migrate_exchange.pl utility:

5.1 To switch to the directory where the migrate_exchange.pl utility is located, type:


5.2 Run the utility from the current directory:

./migrate_exchange.pl ... (see “The migrate_exchange.pl utility: location and

command-line syntax” on page 205).

6 Run the utility migrate.pl as if you were restoring the Unison Server backup:

./migrate.pl ... (see step 3 of the procedure in “Restoring the data from a backup”

on page 202).

When doing so, specify the path to the directory in which you created the data dump as the

source directory.


A note about the domain name

At the moment you perform the procedures described in “Migrating data from Microsoft Exchange

Server to Unison Server”, it is likely that your organization domain name (in DNS) is associated with

either the Microsoft Exchange Server host or the Unison Server host. (You can use the ICMP ping

tool to find out which is the case, see step 1 of the procedure in “Unison Control Panel cannot be

accessed” on page 66. Note, however, that you should use the domain name rather than the IP

address as a parameter, ping [domain_name]).



• If the domain name is associated with the Microsoft Exchange Server host:

— To log on to the Unison Server host, you will have to use its IP address. That is, you

probably won’t be able to refer to this host by the domain name.

— In the migrate_exchange.pl command, you will be able to use either the domain

name or the IP address of the Microsoft Exchange Server host in place of

[exchange_host]. That is, either of these two references will do.

• If the domain name is associated with the Unison Server host:

— To log on to the Unison Server host, you will be able to use the domain name or the IP

address.

— In the migrate_exchange.pl command, you will have to use the IP address of the

Microsoft Exchange Server host in place of [exchange_host].


Chapter 11: Working with Unison Desktop on Windows

This chapter contains information related to installing the Unison Desktop client on Windows. Also

provided are instructions for starting Unison Desktop and accessing Unison Desktop Help.

The Unison Desktop client installation program is available for download from the Unison Web site.

Installing Unison Desktop

To install the Unison Desktop client:

1 Double-click the Unison Desktop installation program icon1. (The installation program file may

be called something like unison desktop-[version number].en-

US.win32.installer.exe.)

The program components are extracted from an archive, and then the Welcome page of the

Unison Desktop Setup Wizard is displayed.

2 Click Next on the Welcome page.

The License Agreement page is displayed.

3 Read the license agreement. If you accept the license terms, select I accept the terms in the

License Agreement, and then click Next.

The Setup Type page is displayed.

4 If you prefer to install Unison Desktop with the most common options, leave Standard

selected. This installation type will do in most cases. Click Next.

Unison Desktop is being installed. Once the installation is complete, the Installation

Complete page is displayed.

If you select Custom on the Setup Type page, you will be able to specify:

— Location and name of the Unison Desktop installation folder. By default, the software is

installed to C:\Program Files\Unison Desktop.

— Location of the Unison Desktop program icons. By default, three icons are created: on

the desktop, on the Quick Launch bar, and in the Start Menu\Programs folder.

— The name of the Unison Desktop folder in the Start Menu\Programs folder. By

default, the name of this folder is Unison Desktop.

1 Prior to installing Unison Desktop client as described here, you need to decompress the distribution archive (.zip) file that

you downloaded from the Unison Web site. For corresponding instructions, refer to documentation that came with the file

archiver that you are using.



5 On the Installation Complete page, you can specify whether you want to start Unison

Desktop right away or at a later time. To do that, select or clear the Run Unison Desktop

now check box. Then click Close.

Unison Desktop installation is now complete.

If you selected to run Unison Desktop immediately, Unison Desktop starts and the Default

Client dialog box is displayed.

6 In the Default Client dialog box, select the options as required and then click OK. For

information on what the options mean, refer to Unison Desktop Help (see “Accessing Unison

Desktop Help” on page 212).

The Account Wizard starts.

7 On the Unison Account Setup page of the Account Wizard you can specify how you want

to define the account settings (automatically or manually):

— To configure the account automatically: type the user’s e-mail address in the box next to

E-mail. Type the user’s password two times – in the Password and the Confirm

password boxes. Make sure that Manual configuration is not selected. Click Next.

Important: You can configure the accounts automatically only for those e-mail addresses

that have the organization/Unison Server domain name following the ‘at’ sign (@). (You

set this domain name when installing Unison Server; see step 6 of the procedure

described in “Running the archive file and setting the database administrator’s

password” on page 47.) For users whose mailboxes are not in the ‘main’ organization

domain, you must configure accounts manually (see the instructions later on this page).

Note that the e-mail address and the password must be the same as those set on Unison

Server for the corresponding user account. Also note that you must not use e-mail aliases

in place of the e-mail address.

Unison Desktop connects to Unison Server to verify the information that you have

specified and get the account details. Then, the Unison Account Setup Complete page

of the Account Wizard is displayed.

— To cofigure the account manually: leave the E-mail, Password and Confirm password

boxes blank. Select Manual configuration and click Next.

The Unison Account Manual Configuration page of the Account Wizard is displayed.

On this page:

— Type the user’s logon name in the box next to Logon.

— Type the user’s password twice – in the Password and the Confirm password

fields.

— In the box next to LDAP server, type the organization/Unison Server domain

name – the way you have specified this parameter when installing Unison Server



(see step 6 of the procedure described in “Running the archive file and setting the

database administrator’s password” on page 47).

— In the box next to Organization, type the organization name – the way you have

specified this name when installing Unison Server (see step 7 of the procedure


password” on page 47).

— Type the name of the department to which the user belongs in the box next to

Department.

— Click Next.

Note: The logon name, password, and the department that you specify must be the

same as those set on Unison Server for the corresponding user account.

Unison Desktop connects to the server to verify the user account details. Then, the

Unison Account Setup Complete page of the Account Wizard is displayed.

8 Click Finish on the Unison Account Setup Complete page.

The Logon dialog box is displayed.

9 Type the user’s logon name and the password in the User name and the Password fields

respectively. Then click Connect.

The Unison Desktop client connects to Unison Server.

Starting Unison Desktop

To start the Unison Desktop client, do one of the following:

• Double-click the Unison Desktop icon on the desktop.

• Click the Unison Desktop icon on the Quick Launch bar.

• Click Start, point to All Programs, then point to the Unison Desktop folder, and then click

Unison Desktop.

Setting up a proxy server in Unison Desktop

If your organization uses a proxy server for connection to the Internet, each user has to set up their

Internet connection in Unison Desktop in order for license verification and certain features to work

correctly. Make sure users have the correct settings.

Note that Unison Desktop periodically connects to Unison License Server over the Internet to verify

the license status. If Unison Desktop can’t connect to Unison License Server for any reason (such as

if the proxy is not set up correctly in Unison Desktop, or the network is not available), Unison

Desktop switches to offline mode.



If you have a proxy server set up, it is also necessary to add the Unison Server address to the list of

exceptions in Unison Desktop proxy settings. This is necessary to allow Unison Desktop to connect

to the calendar server without using the proxy. In unusual cases when Unison Desktop and Unison

Server are not in the same network and cannot connect without going through a proxy, the proxy

server has to be configured to allow the calendar service to work. If this is the case, please contact

technical support for information.

For instructions on configuring the network connection in Unison Desktop, refer to Unison Desktop

Help and see the topic “Configuring your Internet connection”.

Accessing Unison Desktop Help

For detailed instructions on how to use the Unison Desktop client, refer to Unison Desktop Help.

To access Unison Desktop Help:

• Click the question mark icon in the upper right corner of the Unison Desktop workspace.

Alternatively, click the Unison Button in the upper left corner of the workspace, point to Help,

and then click Help Topics.


Chapter 12: Working with Unison Call Manager

Unison Call Manager is a Windows desktop application for hunt group administrators. Using this

application, Unison users designated as the hunt group administrators can log on to Unison Server

to monitor and manage the calls coming in to the hunt groups.

The Unison Call Manager installation program can be downloaded from the Unison Web site.

Installing Unison Call Manager

To install Unison Call Manager:

1 Double-click the Unison Call Manager installation program icon. (The installation program file may

be called something like UnisonCallManager_v[version_ID].exe.)

The Welcome page of the Unison Call Manager Setup Wizard is displayed.

2 Click Next on the Welcome page.

The License Agreement page is displayed.

3 Read the license agreement. If you accept the license terms, select I accept the terms in the

License Agreement, and then click Next.

The Setup Type page is displayed.

4 If you prefer to install Unison Call Manager with the most common options, leave Standard

selected. This installation type will do in most cases. Click Next.

Unison Call Manager is being installed. Once the installation is complete, the Installation

Complete page is displayed.

If you select Custom on the Setup Type page, you will be able to specify:

— Location and name of the Unison Call Manager installation folder. By default, the

software is installed to C:\Program Files\Unison Call Manager.

— Location of the Unison Call Manager program icons. By default, three icons are created:

on the desktop, on the Quick Launch bar, and in the Start Menu\Programs folder.

— The name of the Unison Call Manager folder in the Start Menu\Programs folder. By

default, the name of this folder is Unison Call Manager.

5 On the Installation Complete page you can specify whether you want to start Unison Call

Manager right away or at a later time. To do that, select or clear the Run Unison Call

Manager now check box. Then click Close.

Installation of Unison Call Manager at this step is complete.



If you selected to run Unison Call Manager immediately, the application starts, and the Logon

window is displayed.

6 In the Logon window:

— Type the user’s logon name in the User name field.

— Type the password associated with this logon name in the Password field.

— In the Server field, type the organization/Unison Server domain name – the way you

have specified this parameter when installing Unison Server (see step 6 of the procedure



— In the Organization field, type the name of the organization – the way you have

specified this parameter when installing Unison Server (see step 7 of the procedure



— Type the name of the department to which the user belongs in the Department field.

— You can also select the Remember password option. For information on what this

option means, refer to Unison Call Manager Help (see “Accessing Unison Call Manager

Help” on page 215).

Note: Parameters that you specify in the Logon window must match the corresponding user

account on Unison Server. Also note that to be able to log on to Unison Call Manager and

connect to the server, the user must have the rights of the hunt group administrator.

7 Click Connect.

Unison Call Manager connects to Unison Server.

Starting Unison Call Manager

To start Unison Call Manager, do one of the following:

• Double-click the Unison Call Manager icon on the desktop.

• Click the Unison Call Manager icon on the Quick Launch bar.

• Click Start, point to All Programs, then point to the Unison Call Manager folder, and then

click Unison Call Manager.

Note: As any other member of a hunt group, the hunt group administrator will automatically

receive phone calls directed to the hunt group. If this is inconvenient, the hunt group administrator

may be advised to disable the Hunt Groups service in Unison Desktop (for details, see Unison

Desktop Help).



Accessing Unison Call Manager Help

For instructions on how to use Unison Call Manager, refer to Unison Call Manager Help.

To access Unison Call Manager Help:

• If you have connected to Unison Server and Unison Call Manager is running, click the Help

button on the Unison Call Manager toolbar.

• If you haven’t connected to Unison Server, open the folder [call manager

folder]\help (for example, C:\Program Files\Unison Call Manager\help).

Then, double-click the file help.htm.

Unison Call Manager Help will open in a Web browser.


Chapter 13: Working with Unison Desktop on Linux

This chapter contains information related to installing the Unison Desktop client on the Linux

operating system. Also provided are instructions for starting Unison Desktop and accessing Unison

Desktop Help.

The installation program is available for download from the Unison Web site in various formats, see

“Unison distribution” on page 38. For information on supported Linux operating systems, refer to

“Unison user’s PC” on page 41.

Installing Unison Desktop on Linux

Note: The installation can be performed only on behalf of the user who has the rights of the

computer administrator (superuser).

To install the Unison Desktop client:

1 Download the installation package (a .deb, .rpm.sh, or .tar.gz.sh file) from the

Unison Web site.

2 Open a terminal window. For instructions, see “Opening a terminal window: additional

remarks” on page 53.

3 Run the installation program. For example, if you downloaded the installation package to your

desktop:

— If you are using the .deb package, type:

dpkg -i /home/[username]/Desktop/unison-desktop-[version_ID].deb

and press ENTER.

— If you are using the .rpm.sh package:

To switch to the directory where the installation program is located, type:

cd /home/[username]/Desktop/ and press ENTER.

Then, to run the installation program, type:

./unison-desktop-[version_ID].rpm.sh and press ENTER.

— If you are using the .tar.gz.sh archive:

To switch to the directory where the archive is located, type:

cd /home/[username]/Desktop/ and press ENTER.

Then, to run the installation program, type:

./unison-desktop-[version_ID].tar.gz.sh and press ENTER.

Read the license agreement. Use the space bar to move on to the next page of the agreement.

When asked to accept the license agreement, type yes and press ENTER.

Chapter 13: Working with Unison Desktop on Linux


Starting Unison Desktop on Linux

To start the Unison Desktop client:

1 In the Applications menu point to Unison Desktop and click Unison Desktop.

2 Then follow steps 7 through 9 in “Installing Unison Desktop” on page 209.

Setting up a proxy server in Unison Desktop on Linux

See “Setting up a proxy server in Unison Desktop” on page 211.

Accessing Unison Desktop Help on Linux

For detailed instructions on how to use the Unison Desktop client, refer to Unison Desktop Help.

To access Unison Desktop Help:

• Click the Help menu and click Help Topics.


Glossary

In this section the terms and abbreviations used in this Guide are explained. The information is

ordered alphabetically.

A record

A record, an address record, is a type of resource record in the DNS. A records map hostnames to

IPv4 addresses.

ACD

ACD, an Automatic Call Distributor, is a system that distributes (routes) phone calls to specific

phones according to a routing strategy.

The routing strategy is a rule-based set of instructions (a.k.a. ACD rules) that tells the ACD how to

handle calls inside the system.

Audio codec

An audio codec is an algorithm for compressing and decompressing digital audio data as well as a

hardware device or a computer program implementing such an algorithm.

Codecs are used to represent a high-fidelity audio signal with a minimum number of bits while

retaining the quality. This can effectively reduce the storage space and the bandwidth required for

transmission of audio.

CA

CA, a certificate authority or certification authority, is an entity which issues digital certificates for

use by other parties. CA is an example of a trusted third party.

There are many commercial CAs that charge for their services (for example, VeriSign, Comodo, and

GoDaddy).

Institutions and governments may have their own CAs, and there are also free CAs.

CalDAV

CalDAV is a protocol for exchanging calendar information via HTTP.

The CalDAV specification is described in RFC 4791.

Glossary


Call origination provider

A call origination provider (origination provider or incoming call provider) is a telephone company,

the provider for incoming telephone calls.

Call termination provider

A call termination provider (termination provider or outgoing call provider) is a telephone company,

the provider for outgoing telephone calls.

Certificate

A certificate, public key certificate, or identity certificate is an electronic document which

incorporates a digital signature to bind together a public key with an identity – information such as

the name of a person or an organization, their address, and so forth.

On the Internet, certificates, among other things, are used to prove identities of communicating

parties.

DHCP

DHCP, the Dynamic Host Configuration Protocol, is a protocol used by network devices (clients) to

obtain various parameters necessary for the clients to operate in an Internet Protocol (IP) network.

DHCP is a way to administer network parameter assignment at a single DHCP server. By using this

protocol, the system administration workload greatly decreases, and devices can be added to the

network with minimal or no manual configurations.

The current version of DHCP is described in RFC 2131. A proposed standard for DHCP over IPv6

(DHCPv6) can be found in RFC 3315.

DNS

DNS, the Domain Name System, is an essential component of contemporary Internet use. Its primary

purpose is to translate domain names and computer hostnames, such as www.example.com, into

IP addresses, such as 208.77.188.166.

Extension

An extension is a phone number in a company’s internal telephone system.

Glossary


Hold

A call may be placed on hold, in which case the connection is not terminated but no verbal

communication is possible until the call is removed from hold. Music on hold may be played for the

caller while the call is on hold.

Hunt group

A hunt group is a group of people in an organization (known as agents) who can answer the same

call. The hunt group also includes a set of rules determining automatic delivery of calls to a

particular member of that group.

ICMP

ICMP, the Internet Control Message Protocol, is one of the core protocols of the Internet protocol

suite. It is chiefly used by networked computers’ operating systems to send error messages –

indicating, for instance, that a requested service is not available or that a host or router could not be

reached.

ICQ

ICQ is an instant messaging client and server developed by the Israeli company Mirabilis. Historically,

ICQ was one of the first Internet-wide instant messaging services.

IMAP

IMAP, the Internet Message Access Protocol, is one of the most popular e-mail retrieval protocols

allowing a local client to access e-mail on a remote server.

The current version of IMAP (version 4) is defined in RFC 3501.

Incoming call provider

See Call origination provider.

IP address

IP address, an Internet Protocol address, is a unique address of a device (a computer, router, phone,

or other device) on an Internet Protocol-based network (such as 208.77.188.166).

Some IP addresses are intended to be unique within the scope of the global Internet, while others

need to be unique only within the scope of an enterprise.

IP addresses have two parts. The first part identifies a network, while the second – a device on that

network.

Glossary


IVR

IVR, interactive voice response, is a phone technology that allows a computer program to detect

voice and touch tones using a normal phone call.

The IVR system can respond with pre-recorded or dynamically generated audio to further direct

callers on how to proceed. IVR systems can be used to control almost any function where the

interface can be broken down into a series of simple menu choices.

LDAP

LDAP, the Lightweight Directory Access Protocol, is an application protocol for querying and

modifying directory services running over TCP/IP.

A directory service, in its turn, is a software application (or a set of applications) that stores and

organizes information about a computer network’s users and network resources.

Directory services act as an abstraction layer between users and shared resources.

The current version of LDAP (version 3) is specified in the following RFCs: RFC 4510 – RFC 4519.

LMTP

LMTP, the Local Mail Transfer Protocol, is a derivative of SMTP, the Simple Mail Transfer Protocol.

The key difference between SMTP and LMTP is that the use of LMTP removes the need for a mail

queue on the server.

LMTP is documented in RFC 2033.

MAC address

MAC address, a Media Access Control address, is a quasi-unique identifier (a 48-bit or 64-bit

number) acting like a name for a particular network adapter, that is, the network adapter of a

device connected to a network (such as Ethernet).

Unlike IP addresses, MAC addresses are not divided into "host" and "network" portions.

An example of a MAC address (in one of the possible notations) is 001b:53b8:d37f.

MSN

MSN, the Microsoft Network, is a collection of Internet services provided by Microsoft. Those

services include instant messaging offered to users of MSN Messenger, a freeware instant

messaging client developed by Microsoft.

Glossary


MTA

MTA, the Mail Transfer Agent, is software for transferring e-mail messages from one computer to

another.

Music on hold

Music on hold refers to the business practice of playing pre-recorded music to fill the silence that

would be heard by telephone callers that have been placed on hold.

MX record

MX record, a mail exchange record, is a type of resource record in the DNS.

MX records point to the servers that should receive e-mail, and their priority relative to each other.

MX records map a domain name to a list of mail exchange servers for that domain.

NAT

NAT, the Network Address Translation, is an Internet standard that enables a local-area network

(LAN) to use one set of IP addresses for internal traffic and a second set of addresses for external

traffic.

A ‘NAT box’ (which may also be called a NAT, the Network Address Translator) makes all necessary

IP address translations. It is located where the LAN meets the Internet.

Origination provider

See Call origination provider.

Outgoing call provider

See Call termination provider.

PEM

PEM, Privacy-enhanced Electronic Mail, is a protocol defining the so-called ‘printable encoding’

scheme.

The current version of PEM is specified in RFC 1421.

Glossary


Port

In TCP and UDP, a port is a special number present in the header of a data packet. Ports are used to

map data to a particular process (data addressee) running on a computer.

Proxy

A proxy or a proxy server is a server which services the requests of its clients by forwarding requests

to other servers.

PSTN

A PSTN, Public Switched Telephone Network, is an international telephone system based on copper

wires carrying analog voice data.

The telephone service carried by the PSTN is often called ‘plain old telephone service’ (POTS).

RADIUS

RADIUS, the Remote Authentication Dial In User Service, is one of the AAA (Authentication,

Authorization and Accounting) protocols for applications such as network access or IP mobility.

The RADIUS protocol is defined in RFCs 2865 and 2866.

RFC

RFCs, Request for Comments, are a series of formalized memoranda addressing Internet standards.

RTP

RTP, the Real-time Transport Protocol, defines a standardized packet format for delivering audio and

video over the Internet.

RTP is described in RFC 3550.

Sieve

Sieve is a language used to create filters for e-mail.

Scripts written in Sieve are executed during final delivery, when an e-mail message is moved to the

user-accessible mailbox.

Sieve’s base specification is outlined in RFC 5228.

Glossary


SIP

SIP, the Session Initiation Protocol, is a signaling protocol for creating, modifying, and terminating

two-party, multiparty, or multicast sessions that can include Internet telephone calls, multimedia

distribution, and multimedia conferences.

SIP is described in RFC 3261.

SMTP

SMTP, the Simple Mail Transfer Protocol, is the de facto standard for e-mail transmissions across the

Internet.

Initially, SMTP was defined in RFC 821 (STD 10). The protocol used today (which is also known as

ESMTP (Extended SMTP or Enhanced SMTP)) is defined in RFC 2821.

SSL

See TLS.

TCP

TCP, the Transmission Control Protocol, is a transportation protocol and one of the core protocols

of the Internet protocol suite.

TCP provides reliable, in-order delivery of a stream of bytes, making it suitable for applications like

file transfer and e-mail.

Termination provider

See Call termination provider.

TFTP

TFTP, the Trivial File Transfer Protocol, is a very simple file transfer protocol.

TFTP is described in RFC 1350.

TLS

TLS, the Transport Layer Security, and its predecessor, SSL, the Secure Sockets Layer, are

cryptographic protocols that provide secure communications on the Internet for such things as web

browsing, e-mail, instant messaging and other data transfers.

Glossary


UDP

UDP, the User Datagram Protocol, is one of the core protocols of the Internet protocol suite.

UDP does not guarantee reliability or ordering in the way that TCP does. Datagrams (short messages

exchanged by computers) may arrive out of order, appear duplicated, or go missing without notice.

VoIP

VoIP, Voice over Internet Protocol, is a category of hardware and software that enables people to

use the Internet as the transmission medium for telephone calls by sending voice data in packets

using IP rather than by traditional circuit transmissions of the PSTN.

The major data exchange protocols related to VoIP are SIP and RTP.

XMPP

XMPP, the Extensible Messaging and Presence Protocol, is an open, XML-inspired protocol for near-

real-time, extensible instant messaging and exchange of presence information.

XMPP is described in RFCs 3920 – 3923.


Appendix: Copyright information

Unison™, Copyright © 2008 Unison Technologies, Inc. All rights reserved.

Portions of code in the package ImageMagick are protected by the following copyright:

Copyright © 1999-2007 ImageMagick Studio LLC, a non-profit organization dedicated to making

software imaging solutions freely available.

Portions of code in the package Twisted are protected by the following copyright:

Copyright © 2001-2006 Allen Short, Andrew Bennetts, Apple Computer, Inc., Benjamin Bruheim,

Bob Ippolito, Canonical Limited, Christopher Armstrong, David Reid, Donovan Preston, Eric

Mangold, Itamar Shtull-Trauring, James Knight, Jason A. Mobarak, Jonathan Lange, Jonathan D.

Simms, Jp Calderone, Jürgen Hermann, Kevin Turner, Mary Gardiner, Matthew Lefkowitz,

Massachusetts Institute of Technology, Moshe Zadka, Paul Swartz, Pavel Pergamenshchik, Ralph

Meijer, Sean Riley, Travis B. Hartwell.

Portions of code in the package db are protected by the following copyrights:

Copyright © 1990-2005 Sleepycat Software

Copyright © 1995, 1996 The President and Fellows of Harvard University

Portions of code in the package erlang are protected by the following copyright:

Copyright © 1999 Ericsson Utvecklings AB

Portions of code in the package expat are protected by the following copyrights:

Copyright © 1998, 1999, 2000 Thai Open Source Software Center Ltd and Clark Cooper

Copyright © 2001, 2002, 2003, 2004, 2005, 2006 Expat maintainers



Portions of code in the package gd are protected by the following copyrights:

Portions copyright © 1994, 1995, 1996, 1997, 1998, 1999, 2000, 2001, 2002 by Cold Spring

Harbor Laboratory. Funded under Grant P41-RR02188 by the National Institutes of Health.

Portions copyright © 1996, 1997, 1998, 1999, 2000, 2001, 2002 by Boutell.Com, Inc.

Portions relating to GD2 format copyright © 1999, 2000, 2001, 2002 Philip Warner.

Portions relating to PNG copyright © 1999, 2000, 2001, 2002 Greg Roelofs.

Portions relating to gdttf.c copyright © 1999, 2000, 2001, 2002 John Ellson ([email protected]).

Portions relating to gdft.c copyright © 2001, 2002 John Ellson ([email protected]).

Portions copyright © 2000, 2001, 2002, 2003, 2004, 2005, 2006, 2007 Pierre-Alain Joye

([email protected]).

Portions relating to JPEG and to color quantization copyright © 2000, 2001, 2002 Doug Becker and

copyright © 1994, 1995, 1996, 1997, 1998, 1999, 2000, 2001, 2002 Thomas G. Lane. This

software is based in part on the work of the Independent JPEG Group.

Portions relating to WBMP copyright © 2000, 2001, 2002 Maurice Szmurlo and Johan Van den

Brande.

Portions of code in the package httpd are protected by the following copyrights:

Copyright © 1995 Board of Trustees of the University of Illinois.

Original Code Copyright © 1994 Jeff Hostetler, Spyglass, Inc.

Portions of Content-MD5 code Copyright © 1993, 1994 by Carnegie Mellon University (see

Copyright below).

Portions of Content-MD5 code Copyright © 1991 Bell Communications Research, Inc. (Bellcore) (see

Copyright below).

Portions extracted from mpack, John G. Myers - [email protected]

Content-MD5 Code contributed by Martin Hamilton ([email protected])

Copyright © 1993, 1994 by Carnegie Mellon University

Copyright © 1991 Bell Communications Research, Inc. (Bellcore)

Copyright © 1991-1992 RSA Data Security, Inc. Created 1991



Portions of code in the package libpng are protected by the following copyright:

Copyright © 2004, 2006-2007 Glenn Randers-Pehrson

Portions of code in the package openssl are protected by the following copyrights:

Copyright © 1998-2007 The OpenSSL Project.

Copyright © 1995-1998 Eric Young ([email protected])

Portions of code in the package ums_ds are protected by the following copyright:

Copyright © 1999-2003 The OpenLDAP Foundation, Redwood City, California, USA.

Portions of code in the package ums_imap are protected by the following copyright:

Copyright © 1994-2000 Carnegie Mellon University.

Portions of code in the package ums_mta are protected by the following copyright:

Copyright © 1997, 1998, 1999 International Business Machines Corporation and others.

Portions of code in the package radiusclient are protected by the following copyrights:

Copyright © 1998 The NetBSD Foundation, Inc.

Copyright © 2003 Maxim Sobolev <[email protected]>

Copyright © 1995, 1996, 1997, 1998 Lars Fenneberg <[email protected]>

Copyright © 1992 Livingston Enterprises, Inc.

Copyright © 1991-1992 RSA Data Security, Inc. Created 1991.

Portions of code in the package cryptopp are protected by the following copyright:

Compilation Copyright © 1995-2004 by Wei Dai.



Portions of code in the package stlport are protected by the following copyrights:

Copyright © 1999, 2000 Boris Fomitchev

Copyright © 1994 Hewlett-Packard Company

Copyright © 1996, 1997 Silicon Graphics Computer Systems, Inc.

Copyright © 1997 Moscow Center for SPARC Technology.

Portions of code in the package libxml2 are protected by the following copyright:

Copyright © 1998-2003 Daniel Veillard.

Portions of code in the package ejabberd are protected by the following copyrights:

Copyright © 2003-2005 Alexey Shchepin

Copyright © 2005-2007 Process-one

Portions of code in the package ums_sipproxy are protected by the following copyright:

Copyright © Fraunhofer FOKUS

Portions of code in the package clamav are protected by the following copyright:

Copyright © 2002 - 2006 Tomasz Kojm <[email protected]>

Portions of code in the package mysql are protected by the following copyright:

Copyright © 1997-2008 MySQL AB

Portions of code in the package ums_icqgate are protected by the following copyrights:

Copyright © Lukasz Karwacki <[email protected]>

Copyright © M.Kiesel <[email protected]>



Portions of code in the package ums_mailfilter are protected by the following copyright:

Copyright © 2004 Mark Martinec.

Portions of code in the package ums_msngate are protected by the following copyright:

Copyright © 2006 James Bunton <[email protected]>

Portions of code in the package ums_radius are protected by the following copyrights:

Copyright © 1999, 2000, 2001, 2002, 2003, 2004, 2005 The FreeRADIUS Server Project

Copyright © 1999, 2000, 2001, 2002, 2003, 2004, 2005 Alan DeKok <[email protected]>

Copyright © 1996, 1997, 1999, 2000, 2002, 2003, 2004, 2005 Free Software Foundation, Inc.

Copyright © 2003, 2004, 2005 Kostas Kalevras <[email protected]>

Copyright © 2004 Cladju Consulting, Inc.

Copyright © 2001, 2002, 2003, 2004, 2005 Google, Inc.

Copyright © 2003, 2004 Michael Richardson <[email protected]>

Copyright © 2002, 2003, 2004 Novell, Inc.

Copyright © 2002 Miguel A.L. Paraz <[email protected]>

Copyright © 2002 Simon Ekstrand <[email protected]>

Copyright © 2001 Chad Miller <[email protected]>

Copyright © 2001 hereUare Communications, Inc.

Copyright © 2000 Jochen Friedrich <[email protected]>

Copyright © 2000, 2002 Miquel van Smoorenburg

Copyright © 2000 Jeff Carneal <[email protected]>

Copyright © 2000 Alan Curry <[email protected]>

Copyright © 2000 David Kerry <[email protected]>

Copyright © 2000 Dmitri Ageev <[email protected]>

Copyright © 2000 Nathan Neulinger <[email protected]>



Copyright © 2000 Mike Machado <[email protected]>

Copyright © 2000, 2001 Chad Miller <[email protected]>

Copyright © 1997, 1998, 1999 Cistron Internet Services B.V.

Copyright © 1999 Kunihiro Ishiguro <[email protected]>

Portions of code in the package smpeg are protected by the following copyright:

Copyright © 1999 Loki Entertainment Software

Portions of code in the packages sdl and sdl_mixer are protected by the following copyright:

Copyright © 1997-2006 Sam Lantinga

Portions of code in the package sdl_audioin are protected by the following copyright:

Copyright © 2004 by Tyler Montbriand

Portions of code in the package libical are protected by the following copyright:

Copyright © 2000 Eric Busboom, http://www.softwarestudio.org

Open source licenses

Some parts of the distribution are available under the following licenses which are free and open

source: GPLv2, LGPLv2, and Sleepycat.

These parts can be found at www.unison.com.

Unison Administration Guide 1.1

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