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Cisco Unity Fundamentals

Cisco Unity Fundamentals

Brian Morgan, Moises Gonzalez

Jul 2004, Hardback, 408 pages
ISBN13: 9781587050985
ISBN10: 1587050986
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A comprehensive introduction to deploying, configuring, and maintaining Cisco Unity

  • Discover the various Cisco Unity integration and deployment solutions, as well as the environmental differences between PBX and IP telephony-based telephone systems
  • Learn the pitfalls of existing systems integration and how to avoid downtime
  • Maintain a Cisco unified messaging solution by using the book's examples, including setups, additions, message sourcing applications, and error reporting
  • Perform the proper installation, upgrade, and back up of Cisco Unity systems
  • Monitor performance and troubleshoot a Cisco Unity system using the proper tools and utilities that help you ensure high availability
  • Choose the proper Cisco Unity networking features to deliver messages to other voice-messaging systems

Cisco Unity is the official unified messaging solution for the Cisco Architecture for Voice, Video, and Integrated Data (AVVID) and complements the full range of Cisco IP-based voice solutions, including Cisco CallManager and Cisco Personal Assistant.

Cisco Unity Fundamentals provides design and administration goals for migrating from PBX to Cisco IP Telephony, as well as working in a mixed PBX/Cisco IP Telephony environment. You will learn about the transition from the traditional model, with separate architectures for voice-mail and e-mail systems, to supporting unified messaging: e-mail, voice, and fax messages delivered to a single inbox. You will also discover common troubleshooting solutions, such as performance monitoring and the importance of data collection for predicting future system requirements.

Cisco Unity Fundamentals begins by introducing the engineering aspects of Cisco Unity and then moves quickly into the hardware and software platforms. Part I focuses on the administration of Cisco Unity, describing the features, general setup, and global settings. Part II describes installation and discusses various types of integration with Cisco CallManager and other telephone systems, including Session Initiation Protocol (SIP) proxy. Part II also delves into networking with other voice-messaging systems. After reading Cisco Unity Fundamentals, you will understand the system, configuration, and on-going maintenance issues associated with a successful Cisco Unity deployment.

This book is part of the Cisco Press Fundamentals Series. Books in this series introduce networking professionals to new networking technologies, covering network topologies, example deployment concepts, protocols, and management techniques.

Introduction.

Cisco Unity Administration.

1. Cisco Unified Communications System Fundamentals.

Understanding Cisco Unity's Call Flow Essentials.

Outside Caller Call Flow.

Subscriber Call Flow.

Cisco PA Outside Caller Call Flow.

Cisco PA Subscriber Call Flow.

Understanding Unified Communications Integrations.

Communications Integration.

Integration Attributes.

Telephone System Integrations with Cisco Unity.

Cisco CallManager and Cisco PA Integration.

Understanding Cisco Unity Features.

Using Cisco Unity Standard Features.

Voice Mail.

Automated Attendant.

Audiotext Application.

System Administration Web Page.

Cisco PCA.

CUA.

RSA Security or Enhanced Phone Security.

CUGA.

FlexLM.

Live Reply.

Flex Stack.

12- to 24-Hour Support.

CUSPA.

CUICA.

DVD Installation.

Multiple Directory Handlers.

SIP Support.

EMEA Voice Board Support.

Digital Networking.

Using Cisco Unity Optional Features.

Unified Messaging.

Integrated Faxing.

Text-to-Speech Feature.

Localized Versions.

Using Cisco Unity Optional Networking Features.

AMIS-a Networking.

Voice Profile for Internet Messaging.

Bridge Networking.

Using Cisco PA Standard Features.

Follow Me.

Name Dialing.

Name Synchronization.

Mail Browser.

Web-Based User Administration.

Web-Based System Administration.

Rules-Based Routing.

Speech Recognition.

Using Cisco PA Optional Features.

Localizations.

IP Phone Productivity Services.

Chapter Summary.

Chapter Review Questions.

2. Using Your Cisco Unified Communications System.

Using Cisco Unity.

Managing Calls.

Understanding the TUI.

Defining Subscribers.

Using ViewMail for Microsoft Outlook.

Using DUCS for Lotus Notes.

Customizing VMO.

Understanding Cisco PCA.

Understanding the Cisco Unity Assistant.

Understanding Cisco PA Call Flow.

Understanding Cisco PA Speech Recognition.

Using PA-Driven Voice Mail.

Chapter Summary.

Chapter Review Questions.

3. Setting Up Cisco Unified Communications.

Using the Cisco Unity System Administrator.

Defining the Navigation Bar.

Defining the Title Strip.

Defining the Page Body.

Protecting System Administration.

Using Onscreen Help.

Using Cisco Unity Media Master.

Configuring a Cisco Unity System.

Creating a Cisco Unity Task List.

Understanding Configuration Settings.

Replicating Cisco Unity Directory Objects.

Managing Calls Using System Schedules.

Using Holiday Settings.

Licensing.

Setting Up Authentication.

Integrating Cisco CallManager.

Changing the Opening Greeting.

Configuring the Directory Handler.

Configuring the Operator Handler.

Chapter Summary.

Chapter Review Questions.

4. Unified Communications Subscribers.

Understanding Cisco Unity Global Subscriber Accounts, Templates, and Settings.

Setting Account Policy.

Describing COS.

Distribution Lists.

Creating Subscriber Templates.

Understanding the Profile Page.

Setting Account Settings.

Creating Passwords.

Setting Conversation Options.

Setting Call Transfer Options.

Setting Greetings.

Configuring Caller Input.

Setting Messages.

Creating Distribution Lists.

Setting Message Notification Options.

Understanding COS Settings and Subscriber Interactions.

Understanding Cisco Unity Individual Subscriber Accounts, Templates, and Settings.

Setting Subscriber Accounts Versus Subscriber Templates.

Using Private Lists.

Using Alternate Extensions.

Using Message Notifications.

Creating Default Cisco Unity Accounts.

Adding Cisco Unity Subscribers.

Adding Subscribers.

Deleting Subscribers.

Chapter Summary.

Chapter Review Questions.

5. Cisco Unified Communications System Customization.

Understanding Cisco Unity Call Handlers.

Defining Default Call Handlers.

Customizing Default Call Handlers.

Using Special Call Handlers.

Using the Directory Call Handler.

Using the Interview Handler.

Using User-Defined Call Handlers.

Customizing Call Handler Settings.

Using Profile Settings.

Using Call Transfer Settings.

Using Greeting Settings.

Using Caller Input Settings.

Using Message Settings.

Planning Call Handler Use.

Routing Callers by Using One-Key Dialing.

Creating a Call Management Map.

Defining Call Routing Rules.

Using Direct Calls.

Using Forwarded Calls.

Chapter Summary.

Chapter Review Questions.

6. Cisco Unified Communications System Maintenance.

Understanding Cisco Unity System Monitoring and Maintenance.

Defining Cisco Real-Time Monitoring Tools.

Knowing When to Use Cisco Real-Time Monitoring Tools.

Using Status Monitor (HTML).

Understanding the System Status Page.

The Ports Page.

The Reports Page.

The Disk Drives Page.

Using the Status Monitor Program.

Maintaining a Cisco Unity Server.

Cisco Unity Additional Maintenance Resources.

Understanding Cisco Unified Communications System Reporting.

Defining Cisco Unity Reporting Tools.

Knowing When to Use Cisco Reporting Tools.

Specifying Settings on Cisco Unity Administrator Reports.

Using Cisco Unity Subscriber Reports.

Subscribers Reports.

Subscriber Message Activity Reports.

Distribution Lists Reports.

Failed Login Reports.

Storage Usage Reports.

Transfer Call Billing Reports.

OutCall Billing Reports.

Using Cisco Unity System Reports.

Administrative Access Activity Reports.

Event Log Reports.

Port Usage Reports.

System Configuration Reports.

Unresolved References Reports.

Call Handler Traffic Reports.

AMIS Outbound Traffic Reports.

AMIS Inbound Traffic Reports.

Monitoring Performance Counters.

Monitoring PA.

Chapter Summary.

Chapter Review Questions.

II. CISCO UNITY ENGINEERING.

7. Understanding Cisco Unified Communications System Hardware.

Understanding Cisco Unity Server Hardware-Platform Overlays.

Selecting Cisco Unity Voice Messaging and UM Configurations.

Understanding Cisco Unity Server Physical Storage Configurations.

Using Platform Overlay 1.

Using Platform Overlay 2.

Using Platform Overlay 3.

Using Platform Overlay 4.

Using Platform Overlay 5.

Cisco Unity Supported Platforms List.

Additional Hardware Considerations.

Understanding Cisco PA Hardware Requirements.

Using Unified Communication Voice Cards.

Installing Voice Card Hardware.

Installing Optional Hardware.

Optional Supported Hardware.

Optional Unsupported Hardware Configurations.

Chapter Summary.

Chapter Review Questions.

8. Cisco Unified Communications System Software.

Understanding the Cisco Unity for Exchange Architecture.

Telephone Systems and Cisco Unity with Exchange.

Understanding the Cisco Unity for Domino Architecture.

Understanding Cisco PA Architecture.

Understanding Unified Communications Software.

Using System Software for Cisco Unity for Exchange.

Cisco Unity Software Requirements with Exchange.

Supported Microsoft Exchange Software with Cisco Unity.

Cisco Unity Service Pack CD-ROM.

Using System Software for Cisco Unity for Domino.

Using System Software for Cisco PA.

Using Client Software for Cisco Unity for Exchange.

Using Client Software for Cisco Unity for Domino.

Using Client Software for Cisco PA.

Installing Cisco Unified Communications Software.

Setting Up a Cisco Unity System.

Using Cisco Unity Server Preparation Assistant.

Using Cisco Unity Installation and Configuration Assistant.

Using the Cisco Unity Permissions Wizard.

Installing the License File Wizard.

Configuring the Service Configuration Wizard.

Setting Up the Message Store Configuration Wizard.

Integrating Cisco Unity with Telephone Systems.

Using Resources to Guide the Cisco Unity Installation.

Installing the Cisco PA Software.

Upgrading Cisco Unified Communications Software.

Upgrading from Cisco Unity 2.4x or 3.x to Cisco Unity 4.0.

Determining the Cisco Unity Software Version Number.

Locating Cisco Unity Version Number.

Locating the Cisco Unity-CM TSP Version Number.

Upgrading from Cisco Unity 3.0 to Cisco Unity 4.0.

Upgrading from Cisco Unity 3.0 Voice Mail (Exchange) to Cisco Unity 4.0 UM.

(Domino).

Upgrading from Cisco PA 1.3 to Cisco PA 1.4.

Chapter Summary.

Chapter Review Questions.

9. Cisco Unified Communications Integrations.

Defining a Communications Systems Integration.

Understanding the Attributes of Cisco Unified Communications Integrations.

Integrating Cisco Unity and CCM.

Integrating PA and CCM.

Understanding the Types of Cisco Unified Communications Integrations.

Integrating with IP.

Integrating with DTMF.

Integrating with SMDI.

Integrating with PBXLink.

Integrating with SIP.

Integrating with Dual Phone Systems.

Integrating with Telephone Systems.

Using Messaging Ports in a Cisco Messaging System.

Defining Messaging Ports Configuration Options.

Configuring Messaging Ports.

Chapter Summary.

Chapter Review Questions.

10. Unified Communications Networking.

Cisco Unity Networking Fundamentals.

Defining Cisco Unity Networking.

Understanding Cisco Unity Networking Communication Methods.

Cisco Unity Digital Networking with IBM Lotus Domino.

Understanding Cisco Unity for Exchange Networking.

Using IVC for Exchange.

Understanding Message Transfer and Directory Replication.

Intrasite Messaging in Exchange 5.5.

Intersite Message Passing and Directory Replication.

Intrarouting Group Message Passing and Directory Replication.

Routing Group Message Passing.

Replicating AD.

Network Subscribers.

Internet Subscribers.

AMIS Subscribers.

VPIM Subscribers.

Bridge Subscribers.

Selecting Subscriber Addressing.

Implementing Digital Networking in Cisco Unity.

Understanding Location Objects and Digital Networking.

Implementing Digital Networking.

Setting Up Digital Networking.

Using Search Options.

Understanding Dialing Domains.

Understanding SMTP Networking.

Using SMTP Networking.

Setting Up SMTP Networking.

Adding Internet Subscribers.

Understanding VPIM Networking.

VPIM Networking and VPIM Messages.

Setting Up VPIM Networking.

Understanding Location Objects and VPIM Networking.

VPIM Networking and IVC.

Adding VPIM Subscribers.

Understanding AMIS Networking.

Using AMIS Networking.

Setting Up AMIS Networking.

Assigning Port Usage and Schedules.

Understanding the UAmis Mailbox.

Delivering AMIS Messages.

Understanding Location Objects and AMIS Networking.

Using IVC and AMIS Networking.

Adding AMIS Subscribers.

Understanding Bridge Networking.

Defining Bridge Networking.

Setting Up Bridge Networking.

Understanding the UOmni Mailbox.

Translating Bridge Messages.

Understanding Location Objects and Bridge Networking.

Using IVC and Bridge Networking.

Adding Bridge Subscribers.

Chapter Summary.

Chapter Review Questions.

11. Unified Communications Backup and Utilities.

Backing Up Cisco Unity Systems.

Understanding Administration Tools and Utilities.

Using Audio Text Manager.

Using Bulk Edit.

Using Disaster Recovery Backup and Restore Tools.

Using Failover Monitor.

Using Migrate Subscriber Data Tool.

Using the Cisco Unity Licensing Utility.

Using Global Subscriber Manager.

Understanding Audio Management Tools and Utilities.

Using Set Record Format.

Using Set WAV Format.

Using WaveGain.

Understanding Diagnostic Tools and Utilities.

Using Cisco Unity Data Link Explorer.

Using Database Walker (dbWalker).

Using Event Monitoring Service.

Using Cisco Unity Diagnostic Tool.

Troubleshooting Using SysCheck.

Understanding Reporting Tools and Utilities.

Using Bridge Traffic Analyzer.

Using Port Usage Analyzer.

Using Gather Unity System Information.

Understanding Unity Switch Integration Tools and Utilities.

Using Call Viewer.

Using the Switch Configuration Utility.

Using Integration Monitor.

Troubleshooting and Monitoring Cisco PA.

Resolving Issues Encountered when Using PA.

Monitoring Performance of PA.

Collecting Call History, Trace, and Debug Information.

Chapter Summary.

Chapter Review Questions.

Appendix A: Chapter Review Questions.

Index.

Brian Morgan, CCIE No. 4865, is a certified Cisco Systems instructor for ICND, BSCI, CUSE, CUSA, CVOICE, BCRAN, CBCR, CIT, and CATM, as well as various customized CCIE Boot Camp courses. Brian has been active in the networking industry for more than 14 years in an array of internetwork deployments, including both enterprise and service provider environments. Brian is currently working with Paranet Solutions, a renowned nationwide professional services firm. Brian coauthored the CCNP BCRAN Exam Certification Guide, Second Edition, for Cisco Press.

Moises Gonzalez is a Cisco AVVID test engineer for Cisco Systems, where he focuses on testing Cisco CallManager integration with Cisco Unity and other voice-mail systems. He has more than 10 years of data networking and telecommunications experience. Prior to joining Cisco, he worked as a systems engineer testing and providing third-level support for Unity and other applications. As a system administrator, Moises was responsible for the data networking and telecommunications infrastructures of a medical software company. He has MCSE, CNE, and Unity Engineer certifications and has passed the Cisco IP Telephony (CIPT) exam.

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