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Cisco Unity Deployment and Solutions Guide (Cisco Press Networking Technology) (2nd Revised edition)
As an integral part of the Cisco AVVID (Architecture for Voice, Video, and Integrated Data) environment, Cisco Unity complements the full range of Cisco IP-based voice solutions including Cisco CallManager, Cisco IP Contact Center, and Cisco Personal Assistant. Cisco Unity is designed for large or small enterprises and offers enhanced security, reliability,
and serviceability along with support for Microsoft Windows 2000, Advanced Server SP2, and Microsoft Exchange 2000 Enterprise Server. Cisco Unity Deployment and Solutions Guide presents real world deployment examples and shows how to plan, install, and manage a Cisco unified communications solution. Part I focuses on understanding Unity architecture and the different technologies it uses. It also provides a comprehensive list of features and explains how they are used. Part II focuses on deployment issues and explains the steps necessary to deploy a Unity messaging system in a small or large organization. It includes a considerable number of real world examples and case studies for each installation type. Part III answers a large number of solutions oriented questions asked by customers on a regular basis, but where no documented information is presently available. Finally, part IV explains everything a Unity Administrator needs to know in order to manage the system and it's users.
Contents:
Foreword
INTRODUCTION
I
CONCEPTS AND ARCHITECTURE
1
About Unified Messaging
The Evolution of Unified Messaging
Unity as a Pure UM Product
Unity Messaging Repository
Comparison of Unified and Integrated Messaging
Challenges with Unified Messaging in an Organization
Managing Perception Issues When Combining Voice Mail with E-mail
Usage and New Security Issues
Storing Voice Messages
Solutions and Deployment
Adapting the User Community to Unified Messaging
Administrative, Management, and Help Desk Considerations
Messaging Technologies
Integration Technologies
Summary
2
Unity Architecture Overview
System Architecture
AVCsGateway
AVCsMgr
Data Object Hierarchy
Resource Manager
Arbiter
Ruler
Unity Messaging Repository
TUI Applications
Log Manager
Media Interface Unit
Telephone Application Programming Interface
Integration
Session Initiation Protocol
UnityAVWAVE
Virtual Queue
RDBSvr
Telephone Record and Playback Connection Server
DOHMMSvr
AVWM
AVNotificationMgr
Notifier
Notification Queue
AVMsgStoreMonitorSvr
Directory Monitor
Exchange 5.5
Exchange 2000/2003
Domino
AVDirChangeWriter
AVSQLSynchSvr
AVLic
AVRepDirSvrSvc
CSEMSSvc
AVMMProxySvr
AVTTSSvc
CSBridgeConnector
AVCsNodeMgr
TomCat
Component Walkthroughs
Outside Caller Leaves a Message
Change to Mail User in Directory
Administrator Updates Subscriber in SA
Summary
3
Components and Subsystems: Object Model
Applications
Call Handlers
AVP_CONTACT_RULES
AVP_MENU_ENTRIES
AVP_MESSAGING_RULES
AVP_ADMINISTRATOR_OBJECT_ID
AVP_RECIPIENT_OBJECT_ID
AVP_LOCATION_OBJECT_ID
AVP_AFTER_MESSAGE_ACTION, AVP_AFTERMESSAGE_CONVERSATION, and
AVP_AFTER_MESSAGE_OBJECT_ID
AVP_SCHEDULE_OBJECT_NAME
AVP_ALTERNATE_DTMF_IDS
COS Objects
Distribution Lists
FaxLibrary Handlers
FaxMail Handler
Interview Handlers
Locations
Mail Users
AVP_NOTIFICATION_DEVICE
AVP_NOTIFICATION_RULE
AVP_NOTIFICATION_MWI
AVP_PERSONAL_DLS
AVP_CALL_HANDLER_OBJECT_ID
AVP_COS_OBJECT_ID
AVP_LOCATION_OBJECT_ID
Alternate Extensions
Mail User Templates
Name Lookup Handlers
AVP_EXIT_OBJECT_ID, AVP_EXIT_ACTION, and AVP_EXIT_CONVERSATION
AVP_NO_SELECTION_OBJECT_ID, AVP_NO_SELECTION_ACTION, and VP_NO_SELECTION_CONVERSATION
AVP_NO_INPUT_OBJECT_ID, AVP_NO_INPUT_ACTION, and AVP_NO_INPUT_CONVERSATION
AVP_ZERO_OBJECT_ID, AVP_ZERO_ACTION, and AVP_ZERO_CONVERSATION
Primary Domain Accounts
Primary Domain Groups
PW Policies
Restriction Tables
AVP_NUMBER_PATTERNS
Trusted Domains
Data Storage
SQL
Registry
Directory
Local Files
Summary
4
Components and Subsystems: Directory
Message Store and Directory Monitor Used
Protocols Used
Scope
Exchange 5.5
Exchange 2000/2003
Domino
Synchronization Queries
Full Synchronization
Extensibility of the Directory
Default Unity Objects
Exchange 5.5 Directory Monitor: AvDSEx55
Objects and Their Attributes
Distribution List
Global Data
Exchange 2000 or Exchange 20003 Directory Monitors: AvDSAD and AvDSGlobalCatalog
Objects and Their Attributes
Domino Directory Monitor: AvDSDomino
Objects and Their Attributes
Summary
5
Components and Subsystems: Messaging/Unity Message Repository
Messaging Actions in Unity
Message Creation, Delivery, and Retrieval
Notification/MWI
Messaging Components
Messaging Abstraction Layer
Windows Monitor
Unity Messaging Repository
Message Store Monitor
MAPI
Startup and Initialization
Conversation Use of Messaging Components
Summary
6
Components and Subsystems: Telephony Services
Media Interface Unit
A Few Words About TAPI
Telephony Subsystem Initialization
Extracting Call Information
Responding to Client Telephony Requests
Responding to Telephone System Events
Playing, Recording, and Processing Audio
MIU Architecture
MIU Server
MIU Call (Call Object)
Integration Object
Switch Configuration
MIU Line Servers
MIU Line (Line Object)
Media Object
TTS Object
UnityAvWav
Fitting it Together
Summary
7
Components and Subsystems: Features
Unity Subscriber Features
Subscriber TUI Features
Subscriber Features Through Mail Clients
Subscriber Features Through the Cisco PCA
Other Subscriber Features
Unity Administrative Features
Cisco Unity Administrator
Cisco Unity Greetings Administrator
Tools Depot Applications
Unity Maintenance Features
Reports
Port Usage Analyzer
HTML Status Monitor
Unity Performance Counters
Tools Depot Applications
Unity Security Features
Unity TUI Security
Administrative Interface Security
Unity System Security
Unity System Features
Unity Failover
License Pooling and Demo Licenses
Languages and Multilingual Capabilities
Schedules, Holidays, and Time Zones
Accessibility Features
Fax
TTS
Hospitality
AGC and Message Storage Audio Format
Networking
Telephony Features
Feature Parity Between Unity for Exchange and Unity for Domino
Summary
II
DEPLOYMENT
8
Deployment Methodology
Presales or Decision Making
Unified Messaging
Voice Messaging-Only
Planning
Design
Implementation
Installation
Operations
Administration
Systems Management
Performance
Optimization
Summary
9
Planning
Testing Unity's Features and Functionality
Test or Pilot Unity
Perform an End-User Feature/Function Analysis
Determining Migration Tasks
Migrating to Unified Messaging
Migrating to Voice Messaging Only
Extracting User Data from Legacy Voice-Messaging Systems
Dial Plans
Installation Requirements or Dependencies
Determining Unity Installation Dependencies
Switch Connectivity
Messaging System Connectivity
Messaging Infrastructure Readiness
Mailbox Store for Voice Messaging
The Correlation Point: How to Size and Place a Server
Subscriber Access
Performing Site Surveys
Gathering Design Criteria
Summary
10
Typical Configurations and Deployment Models
Typical Configurations
Voice Messaging
Unified Messaging
Failover
Deployment Models
Cisco IP Telephony Deployment Models
Cisco Messaging Deployment Models
Messaging Boundaries
Combining Deployment Models
Single-Site Call Processing/Single-Site Messaging
Multisite WAN with Centralized Messaging/Multisite WAN with Centralized Call Processing
Multisite IP WAN with Centralized Call Processing/Multisite IP WAN with Distributed Messaging
Multisite IP WAN with Distributed Call Processing/Multisite IP WAN with Centralized Messaging
Multisite WAN with Distributed Messaging/Multisite WAN Model with Distributed Call Processing
Failover Deployment Models Clustering Over the IP WAN/Disaster Recovery- System Redundancy Sites
Summary
11
Designing a Unity Solution
Design Process
The Decision-Making or Presales Phase
Preliminary Design Proposal
Developing Preliminary Design Options
Budgetary Analysis
Bill of Materials
Planning Phase
Feature/Functionality Evaluation of Unity
Legacy Voice-Messaging System End-User Usage Analysis
Lab Trials and Proofing Your Concept
Piloting in Production
Site Surveys
Compiling Data
Design Phase
High-Level Design
Low-Level Design
Criteria for Implementation
Summary
12
Unity Networking
Digital Networking Architecture
Protocol Introduction
The Origins of Digital Networking
Shared Messaging
Networking Data Replication Model
Logical Data Structure
Synchronization Process
Digital Networking Features
Dial Plans
Core Digital Networking Features
License Pooling
Assessing the Environment
Step 1: Assessing the Messaging Environment
Step 2: Define the Physical Structure
Step 3: Define Each Phone Switch
Step 4: Define the Dial Plan
Step 5: Define Each Legacy Voice-Messaging Node
Step 6: Define Legacy Voice-Messaging Extension Length
Step 7: Define Legacy Message Addressing Scheme
Step 8: Define Each Unity Node
Step 9: Define Unity Node Extension Length
Step 10: Define Legacy Distribution Lists
Designing the Digital Network
Documenting the Design
Define Extension Length
Define the Dialing Domains
Message Addressing
Automated Attendant
Pooled Licensing
Public Distribution Lists
Summary
13
Unity with Microsoft Exchange
The Characteristics of MS Exchange
Exchange 5.5
Exchange 2000/2003
Exchange in a Mixed-Messaging Configuration: Mixed-Mode Messaging and Native-Mode Messaging
Unity's Perspective and Requirements
Exchange 5.5
Exchange 2000/2003
Exchange in a Mixed-Messaging Configuration
The Unity Exchange 5.5 Directory Monitor-Exchange 5.5 Mailboxes Only
The Unity Exchange 2000/2003 Directory Monitor-Exchange 5.5 Mailboxes and Exchange 2000/2003
Planning a Unity Installation
Installing Unity to Service Exchange
Assessing Exchange For UM Readiness
Capacity Planning
Trending
How Unity Can Affect Exchange
How Unity Is Affected by Exchange
Planning to Administer Unity with Exchange
Designing for Sustainable Operations
How to Deploy Unity with Exchange
Exchange 5.5
Exchange 2000/2003
Exchange in a Mixed-Messaging Configuration
Maximizing Unity's Servicing Capabilities
Summary
14
Unity with Lotus Domino
The Characteristics of Lotus Domino and Notes
Server Component: Lotus Domino
Client Component: Notes, Administrator, Designer
Databases and Database Design
The Domino Domain
The Directory
Naming in Domino Is Hierarchical
Scaling Servers Within a Domain
Server Documents
Mail Routing
Database Replication
Security and Domino/Notes
Note ID File
Access Control Lists
Unity's Perspective of Lotus Domino
Database Permissions
Delivery and Retrieval of Voice Messages
Message Waiting Indicator Light
Planning a Unity for Domino Installation
Trending
Placement of Unity Within a Domino Domain
Deployment of Domino Unified Communications Services (DUCS)
Summary
15
Upgrades and Migrations
Upgrades
Managing Unity Upgrades
Planning Upgrades
Reconfiguring Unity
Migrations
Migrating from a Legacy Voice-Messaging System to Unity
Migrating from a Unity Voice Messaging-Only Configuration to a Unity Unified
Messaging Configuration
Migrating the Messaging System That Unity Services
Migrating Unity Between Different Active Directory Forests
Migrations with Unity and Domino
Summary
16
Installation
Implementation Plan Development
Preinstallation Tasks
Administrative Console
Monitoring Facility
Account Creation and Permissions Verification
Schema Extension
Installation
Precutover Tasks
Configuration Testing
Conversations Test Plan
Integration Test Plan
Simulated Load Testing
Go/No Go Decision Making
Precutover Subscriber Enrollment
Cutover
Fallback Readiness
Performing Fallback
Operations Acceptance Criteria
Post-Installation Server Tuning
Post-Cutover Hand-Off to Operations
Post-Implementation Assessment
Summary
17
Unity Telephony Integration
The TDM World of PBXs and Unity
Switch Files and Integration Files
Call Information Extraction (Analog DTMF Integration)
Call Information Extraction (Serial Integrations)
Call Control
Cisco Unity CallManager Telephone Service Provider
Call Control
Call Information
Audio Control
Startup and Initialization
MWI Functionality
Multiple CallManager Cluster Support
SIP
Overview of Unity SIP Component
SIP Methods Unity Uses
Call Information with SIP Integration
Media Format Negotiation
Digit Detection and Generation
Unity SIP Failover
PIMG Integration
Summary
III
SOLUTIONS, SYSTEMS MANAGEMENT, AND ADMINISTRATION
18
Audio-Text Applications
Call Handlers
Profile
Call Transfer
Greetings
Caller Input
Messages
Call Handler Flow
Transfer Rules
Greeting Rules
After-Greeting Action
After-Message Action
Subscribers
Interview Handlers
Directory Handlers
Routing Rules
Checking Your Sources
Understanding Rule Order
Extension Remapping
Languages, Prompts, and Greetings
Default Configuration of Unity
Common Problems
Scenario Examples
Audio Text Manager
Basic Audio-Text Application
Transferring to External Numbers in Unity 4.0(4) and Later
Transferring to External Numbers in Unity 4.0(3) and Earlier
Locking Down Handlers and Subscribers
Changing Greetings for Call Handlers over the Phone
Multiple-Language Applications
Group Mailboxes
Find First Available Extension (Simple Hunt Group)
Holiday Greetings
Separate Caller-Input Options for Day and Off-Hours Schedules
Separate Transfer Rules for Subscribers
Working Around Forwarding Transfer Rule Override
Send Directly to Greeting from the Operator Console
Tenant Services
Customizing Unity Prompts
Building Applications for TTY/TDD Users
Call Traffic Reports
Damage Control
Backups
Reconstruct Default Objects
Reconstructing the Default Routing Rules
Reconstructing the Default Schedules
Rebuilding the Default Subscriber Templates
Troubleshooting
Event Log
Call Viewer
Port Status Monitor
Call-Routing Rules Diagnostic Traces
Summary
19
Administering Multiple Unity Servers
Unity Administrator Accounts and Access
Using Class of Service for Administrative Access
Administering Multiple Unity Servers with a Single Account
The GrantUnityAccess Tool
Global Subscriber Management
Using the GSM to Import Users from Active Directory
Using the GSM to Delete Subscribers
Using the GSM to Move Subscribers Between Unity Servers
Using the GSM Off-Box
Summary
20
Subscriber Administration
Subscriber Templates
Bulk Import Utility
Importing User Data from a CSV File
Importing User Data Directly from a Message Store Directory
Correcting Import Errors
Modifying Existing Cisco Unity Subscriber Accounts
Bulk Subscriber Delete
Bulk Edit
Main Form
Select Subscribers
Select Subscriber Changes
Apply Subscriber Changes
Select Call Handlers
Select Call Handler Changes
Apply Call Handler Changes
Migrate Subscriber Data Tool
How to Migrate Subscriber Data
Requirements/Special Notes
Configuring Permissions for MSD
Summary
21
Administering Unity Programmatically
APIs and Support
Rights Needed in SQL
SQL Rules of the Road
Exercises
Finding and Connecting to a Unity Server on the Network
Find All Unity Servers in the Enterprise
Listing and Finding Subscribers Anywhere in the Enterprise
Find an Extension Anywhere in the Dialing Domain with Unity 4.0(3) or Later Versions
Find an Extension Anywhere in the Dialing Domain with Unity 4.0(1) or 4.0(2)
Open an SA Web Page Directly to Any Object
Call Handler Information Dump
Subscriber Information Dump
Create New Subscribers
Import Subscriber
Edit Subscriber
Batch Subscriber Operations
Delete Subscriber
Remove Unity Properties from an Active Directory Object
Adding a New Public Distribution List
Removing an Existing Public Distribution List
Adding a Member to a Public Distribution List
Summary
22
Third-Party Tools and Applications
Supported Backup Software
Supported Fax Server Software
Supported Monitoring Software
Supported Virus-Scanning Software
Additional Supported Software
Unsupported Third-Party Software
23
The Future of Unity
Appendix A
Switch File Settings
Index.
Brief Description:
Shows you how to integrate Cisco Unity with Cisco IP-based communication solutions, including Cisco Call Manager. This work also teaches you the details you need to know about designing, deploying, and managing a sustainable, unified messaging solution.
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