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Cisco IP Communications Express: CallManager Express with Cisco Unity Express
Telephony solutions for the small and medium business, enterprise branch office, and small office
* Detailed information not available in any other resource enables you to deploy IP telephony solutions with maximum efficiency
* Building blocks of the product features provide solutions that enhance the operations and productivity of
your organization
* Numerous examples show you how to configure the comprehensive suite of features available with Cisco IPC Express
* Insights from the experts demonstrate how you can enhance your IP telephony system with applications such as automated attendant and voice mail
* Management and troubleshooting tips will help you keep your network up and running smoothly Enterprise branches and small and medium businesses require IP telephony solutions particular to their size. Cisco(R) IP Communications (IPC) Express is the answer: a one-box solution that provides turnkey operation with an easy-to-use web-based interface for combined voice and data needs. Cisco IPC Express delivers a comprehensive suite of telephony features, security, and applications–but how will you use them to your best advantage?
This book, Cisco IP Communications Express, provides the detailed information you need to maximize the use of this powerful product suite. By reading this book, you will learn how Cisco IPC Express and its applications can become a business solution for your office or enterprise. The experts from Cisco Systems(R) give you in-depth design guidance, full configurations, and valuable examples to serve as blueprints for your network. The feature operation and deployment discussions demonstrate how to configure and customize the system and how to use different product features to achieve your specific business goals. Once you deploy your solutions, you will be able to maintain your network through the troubleshooting guidance and examples of resolutions to common problems provided in this book.
Cisco IP Communications Express is a must-have for any organization using Cisco CallManager Express or Cisco Unity(R) Express. Technology decision makers and network administrators will be armed with relevant information on how to deploy IP communications for their particular business needs. IT managers in larger enterprises will benefit from the plans for distributed call processing design for their networks. Service providers and resellers will be prepared to sell, install, configure, and troubleshoot Cisco IPC Express based on customer needs. Beyond its application in the workspace, Cisco IP Communications Express will also prove helpful to those studying for Cisco voice-related certifications.
This IP communications book is part of the Cisco Press(R) Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.
CONTENTS:
Introduction
Part I Cisco IP Communications Express Overview
Chapter 1 Introducing Cisco IPC Express
The Purpose of Cisco IPC Express
Benefits of Cisco IPC Express
Lower Cost of Ownership
Reduce Equipment Costs
Reduce Upgrade Costs
Reduce Wiring Costs
Reduce Network Administration Costs
Reduce the Cost of Adds, Moves, and Changes
Productivity Enhancements
Improve Employee Productivity by Using IP Phones
Improve Employee Mobility Using PC-Based Phones and Wireless Phones
Improve Communication with Advanced IP Telephony Features
Easily Replicate Telephony Configuration
Simplify Network Management Using the GUI
Cisco IPC Express System Components
Cisco CallManager Express
IP Communications Platforms
Cisco 1700 Series Platforms
Cisco 2600XM Series and 2691 Platforms
Cisco 2800 Series Routers
Cisco 3700 Series Platforms
Cisco 3800 Series Platforms
Cisco IPC Express Platform Attributes
Cisco IPC Express Platform Capacity
WAN Interfaces
IP-Based Applications
Cisco Unity Express
Cisco Unity
IP-Based Endpoints
Cisco 7970G IP Phone
Cisco 7940G/60G IP Phones
Cisco 7920 Wireless IP Phone
Cisco 7905G/7912G IP Phone
Cisco 7935/36 IP Phone Conference Station
Cisco 7914 IP Phone Expansion Module
Cisco Analog Telephony Adaptor
Using Cisco IPC Express in Retail, Financial, and Healthcare Businesses
Retail Business
Current Retail Networks
Using Cisco IPC Express in a Retail Environment
Financial Services Business
Current Financial Services Network
Using Cisco IPC Express in a Financial Services Business
Healthcare Services
Current Healthcare Services Network
Using Cisco IPC Express in a Healthcare Services Network
Key Cisco IPC Express Features
Other Cisco IP Telephony Solutions for the Enterprise Branch and Small and Medium Offices
Introducing Cisco CallManager and SRST
Deciding Between Cisco IPC Express and Cisco Call Manager
Understanding Migration Strategies (Cisco IPC Express to Cisco CallManager/ SRST)
Summary
Chapter 2 Building a Cisco IPC Express Network
IP Telephony Network Deployment Overview
Single-Site or Standalone Network
Centralized Network
Distributed Network
Hybrid Network
Cisco IP Telephony System Trade-Offs
Cisco Call Manager Networks
Cisco IPC Express Networks
Hybrid Cisco Call Manager and Cisco IPC Express Networks
WAN Readiness
IP Telephony Rollout Strategy
Varying Business Practices
Understanding Cisco IPC Express Deployment Models
Standalone Office
Network Architecture
Applications
Management
Security
Multisite Business or Enterprise
The Small Enterprise
The Hybrid Enterprise
Service Provider Managed Multisite Network
Summary
Chapter 3 Cisco IPC Express Architecture Overview
Cisco IPC Express System Architecture
Cisco CME Architecture
Cisco CME Software Architecture
Cisco IOS Voice Infrastructure
Cisco IOS Voice Telephony Interfaces
IOS Voice-Over-Packet Interfaces
Cisco IOS Voice Application Software
Cisco CME Extensions to the Cisco IOS Voice Infrastructure
Introducing SCCP
Cisco CME as a Gateway to the PSTN
Cisco CME as a Gateway to SCCP Phones
Leveraging Cisco IOS Voice Infrastructure Functionality for SCCP
IP Phone Address Scope and NAT/Firewall
Media Path Handling and QoS
Cisco UE Applications Architecture
Cisco UE Hardware Architecture
IP Communication with the Host Router
Router Blade Communication Protocol
Cisco UE Software Architecture
OS Infrastructure
Customer Response Solutions Component
Cisco UE Voice Mail Component
Summary
Recommended Reading
Part II Feature Operation and Applications
Chapter 4 Cisco IP Phone Options
The Cisco 7940G and 7960G IP Phones
Hardware
Configuring the Cisco 7940G and 7960G IP Phones
The Cisco 7914 Expansion Module
Hardware
Configuring the Cisco 7914 Expansion Module
The Cisco 7910G IP Phone
Hardware
Configuring the Cisco 7910G IP Phone
The Cisco 7905G and 7912G IP Phones
Hardware
Configuring the Cisco 7905G and 7912G IP Phones
The Cisco 7970G IP Phone
Hardware
Configuring the Cisco 7970G IP Phone
The Cisco 7902G IP Phone
Hardware
Configuring the Cisco 7902G IP Phone
The Cisco 7935 and 7936 IP Conference Station
Hardware
Configuring the Cisco 7935 and 7936 Conference Stations
The Cisco 7920 Wireless IP Phone
Hardware
Configuring the Cisco 7920 Wireless IP Phone
The Cisco Analog Telephony Adaptor
Hardware
Configuring the Cisco ATA
The Cisco IP Communicator Softphone
Hardware
Configuring the Cisco IP Communicator
Firmware Files for IP Phones
Resetting and Restarting the Phones
Erasing the Phone Configuration
Accessing Call Parameters for an Active Call
Summary
Chapter 5 Cisco CME Call Processing Features
IP Phones and IP Phone Lines
Cisco CME Ephone and Ephone-dn
Using a PBX Versus a Key System
PBX Usage: One Phone Line and One Phone
Key System: One Phone Line and Many Phones
Implementing Shared Lines and Hunt Groups
Cisco IOS Voice Dial Peer Hunting
Ephone-dn Dial Peers and Voice Ports
Ephone-dn Secondary Number
Using Call Forwarding for Call Coverage
Using Shared Lines for Call Coverage
Using Overlay-dn
Called Name Display for Overlay Extensions
Called Name Display for Non-Overlay Extensions
The ephone-hunt Command
Using Ephone-dn Dual Line
Hunting Chains
Immediate Diversion of Calls to Voice Mail
Call Coverage Summary
Creating an Intercom
The intercom Command
Many-to-One Intercom
One-Way Intercoms
Dialable and Private Intercoms
Courtesy Phone
Using Private Lines
Paging
Paging Groups
Combining Paging Groups
Multicast Routing for Paging
Implementing Overlays
The Purpose of an Overlay-dn
Using Overlay to Overcome Phone Button Count Limits
Using Overlay with Intercom
Overlays and Shared Lines
Invoking Call Pickup
Pickup of a Ringing Extension
Pickup of a Call on Hold
Pickup Groups
Call Park
Customizing Softkeys
Configuring Call Transfer and Forward
Call Transfer Terminology
Call Transfer Methods for VoIP
H.450 and SIP
Hairpin Routing
H.450.12
Empty Capabilities Set
Cisco CME VoIP Call Transfer Options
Call Transfer Billing Considerations
Call Forward Methods for VoIP
H.450.3 Call Forwarding
H.323 Facility Message
VoIP Hairpin Call Forwarding
Cisco CME VoIP Call Forwarding Options
Call Forward Billing Considerations
Transfer and Forward Proxy Function
Call Transfer and Forward Interoperability with Cisco CallManager
Call Transfer and Forwarding with Routed Signaling H.323 Gatekeepers
Summary
Chapter 6 Cisco CME PSTN Connectivity Options
Trunk Signaling Systems
Analog Signaling
Digital Signaling
Cisco IOS PSTN Telephony Interfaces
Analog Trunks
Analog Trunk and Station Hardware
Configuring Analog Trunks and Stations
Analog Trunk Features
Digital Trunks
Digital Trunk Hardware
Configuring Digital Trunks
Digital Trunk Features
DSP Hardware
PSTN Trunks Integrated with or Separate from Cisco CME
PSTN Call Switching
PSTN Call Switching with DID Enabled
PSTN Call Switching with DNIS But No DID
PSTN Call Switching with No DNIS (FXO Trunks)
Digit Manipulation
Dial Peer Commands
Cisco IOS Translation Rules
Cisco CME dialplan-pattern Command
PSTN Trunk Failover
Summary
Chapter 7 Connecting Multiple Cisco CMEs with VoIP
Considerations When Integrating Cisco CME in
H.323 and SIP VoIP Networks
Integrating Cisco CME in an H.323 Network
A Simple Two-Node Topology with H.323
A Large Multinode Topology with H.323
The Role of an H.323 Gatekeeper
Telephone Address Lookup
Call Admission Control
Billing
Using a Gatekeeper as a Proxy for Additional Services
Public and Internal Phone Numbers in an H.323 Network
Registering Individual Telephone Numbers with a Gatekeeper
Internal and External Callers for VoIP
DTMF Relay for H.323
DTMF Digits
Transporting DTMF Digits Reliably Using DTMF Relay
Different Forms of DTMF Relay
H.245 Digit Relay
RTP Digit Relay
Call Transfer and Call Forwarding in an H.323 Network Using H.450 Services
H.450.2 Call Transfer
H.450.3 Call Forwarding
H.450.12 Supplementary Services Capabilities
DSP Resources for Transcoding
Configuring H.450.x Services
Cisco CME Local Supplementary Services
H.450.x and Cisco CallManager
H.450.x Proxy Services
Integrating Cisco CME in a SIP Network
Two-Node Topology with SIP
The Role of SIP Proxy/Registrar/Redirect Server
Public and Internal Phone Numbers in a SIP Network
DTMF Relay and RFC2833 for SIP
SIP Supplementary Services
SIP REFER
SIP 3XX Response
SIP Interoperability
Summary
Chapter 8 Integrating Cisco CME with Cisco CallManager
Goals of Interoperability
Basic Calls Between Cisco CallManager and Cisco CME
Call Transfer
H.323 Call Transfer Using an Empty Capabilities Set
H.323-to-H.323 Call Transfer
Call Transfer and the Media Termination Point
Connecting Cisco CallManager with Cisco CME
Intersite Call Transfer with Multiple CME Systems
Call Forwarding
Connected Party Name and Number Services
Using H.450.x Tandem IP-to-IP Gateway
Summary
Chapter 9 Cisco IPC Express Automated Attendant Options
Using an Automated Attendant or a Receptionist in
Your Office
Calls to the Main Office Number
Call Routing Considerations for AA Versus a Receptionist
Using Dial-by-Name to Reach Group Names
Transferred Calls That Forward to Voice Mail
Directory Information
Understanding the Cisco IPC Express Integrated Automated Attendant
The Cisco UE System AA
The Dial-by-Number Feature
The Dial-by-Name Feature
The Transfer to the Operator Feature
Business Hours Call Routing
Holiday Schedule
Emergency Alternate Greeting
The AA Operator
Customizing the Cisco UE AA
AA Scripts, Prompts, Variables, and Parameters
Preparing a Script Using the Cisco UE AA Editor
The Cisco UE AA Editor Panes
Constructing a Script
Using Sample Scripts
Using the EAG in a Custom Script
Validating a Script
Viewing Scripts and Prompts in the System
Uploading and Downloading Scripts
Executing a Script
System Limits on Scripts and Prompts
The Cisco UE Greeting Management System
Recording or Deleting the EAG
Recording and Listening to Custom Prompts
Prompt File Format
Setting Up a Cisco UE Automated Attendant
Determining Whether the System AA Is Sufficient
Preparing a Custom Script
Uploading the Script
Recording the Prompts
Selecting a Script
Setting the Script Parameters
Assigning a Pilot Number
TCL-Based Automated Attendant
TCL Scripts
Recording the Prompts
Developing TCL Scripts
Implementing TCL Scripts
Setting Up the Cisco CME TCL AA
TCL Developer Support
Summary
Chapter 10 Cisco IPC Express Integrated Voice Mail
Cisco UE Voice Mail Overview
Cisco UE Licensing
Personal and General Delivery Mailboxes
Users and Groups
Subscriber Features
Mailbox Login and PIN
Mailbox Tutorial
Personal Greeting
Alternate Greeting
Spoken Name
Message Management
Message Playback Controls
Message Waiting Indicator
Mailbox-Full Notification
Message Reply and Forward
Private or Urgent Messages
Message Playout Sequence
Envelope Information
Zero-Out Destination
Nondelivery Notification
Local Nondelivery Notification
Network Nondelivery Notification
Distribution Lists
GUI Access
Caller Features
Outbound Greeting Bypass
Message Editing
Urgent Messages
Mailbox-Full Indication
Message Leaving and Mailbox Login
Zero-Out Destination or Revert to AA
Administrator Features
Voice Mail Pilot Number
Mailbox Management
MWI
Lamp or Flashing Envelope MWI
MWI on Multiple Phones for the Same Mailbox
MWI for GDMs
MWI DN Operation
MWI Refresh
Mailbox Storage Allocation
Storage Allocation Per Mailbox
System Settings and Defaults
Maximum Message Size
Inbound Message Size
Outbound Message Size
Message Expiry
Setting Subscriber PINs and Passwords
PINs
Passwords
Broadcast Messaging
Sending a Broadcast Message
Receiving a Broadcast Message
Voice Mail Operator
Distribution Lists
Public Distribution Lists
Private Distribution Lists
Automatic Gain Control
Language Support
System Reports and Status
Call Redirection into Voice Mail
Call Forward into Voice Mail
Transfer and Conference
Transcoding
Working with Users and Names
User ID
Name Fields
Name Display on an On-Hook Phone
Caller ID Name
Extension Label
Dial-by-Name for Subscribers
Dial-by-Name for Nonsubscribers
Spoken Name
Dial Plan Considerations
Voice Mail Networking
Standards
Locations
Addressing
Directories
Network Broadcast Messages
Message Formats
Nondelivery Notification
Voice Mail Deployment Considerations
Summary
Chapter 11 Cisco CME External Voice Mail Options
Cisco Unity Voice Mail
Standalone Cisco CME System with Cisco Unity
Multiple Cisco CME Systems with a Centralized Cisco Unity
Configuring Cisco CME for Cisco Unity
MWI
MWI Relay
Stonevoice Voice Mail
Configuring Cisco CME for Stonevoice
MWI
Analog Voice Mail
Octel
Active Voice Reception
PSTN-Based Voice Mail
Summary
Chapter 12 Additional External Applications with Cisco CME
TAPI and XML Application Architecture
TAPI Applications
Cisco CME TAPI Light
Cisco CME TSP Functions
Cisco CRM Communications Connector
Extensive Markup Language Applications
General XML Phone Services
Cisco CME XML Phone Services
XML Application Example
Cisco CME Configuration for XML Applications
Summary
Part III Administration and Management
Chapter 13 Cisco IPC Express General Administration and Initial System Setup
Administrative Access Overview
Command-Line Interface
Cisco CME CLI Command Summary
Cisco UE CLI Command Summary
Browser-Based GUI
Cisco IPC Express GUI Highlights
Setting Up a System for GUI Access
Telephony User Interface
Levels of Administrative Access
Cisco CME Access Levels
Cisco UE Access Levels
User Login Authentication
Cisco CME
Cisco UE
Application Programming Interfaces
System Installation and Initial Setup
Software Installation
Cisco CME Router Software Installation
Cisco UE Installation
Initial System Setup
Cisco CME Auto-Registration Utility
Cisco CME Setup Utility
Cisco UE Post-Installation Setup
Cisco UE Initialization Wizard
Prerequisites to Using the GUI
GUI File Installation
Setting up the Router for HTTP
Router Prerequisite Configuration for Cisco UE
Service-Engine Interface
IP Connectivity
Date and Time
Call Routing to the AA and Voice Mail Pilot Numbers
Cisco CME GUI Customization Via XML
Cisco CME XML Schema Template
Guidelines for GUI Customization
GUI Customization Sample File (sample.xml)
Style Sheet
Cisco Zero Touch Deployment
Understanding Cisco Zero Touch Deployment Components
Cisco Configuration Express
Cisco CNS Configuration Engine
Cisco CNS Agent
Zero Touch Deployment for Cisco CME Systems
Bootstrap Configuration
Deployment Workflow
Using the Cisco CNS Configuration Engine
Logging into the CNS Configuration Engine
Creating and Adding Templates
Adding a Main Device
Verify the Configuration
Making Incremental Configuration Changes
Summary
Chapter 14 Configuring and Managing Cisco IPC Express Systems
Cisco IPC Express System GUI Overview
Configure Menu
Voice Mail Menu
Administration Menu
Defaults Menu
Reports Menu
Help Menu
Configuring the Router
Configuring IP Phones and Extensions
Adding an Extension
Adding a Phone
Assigning an Extension to a Phone
Changing or Deleting an Extension
Changing or Deleting a Phone
Configuring PSTN Interfaces
Configuring Extensions and the Dial Plan
POTS Dial Peers
VoIP Dial Peers
Extensions
Digit Manipulation Features
Other Cisco CME Dial Plan Features
Configuring Cisco CME Call Processing Features
Configuring Speed Dial
Configuring Call Blocking Toll Bar Override with a PIN
Configuring Night Service Bell
Configuring Hunt Groups
Configuring Transfer Patterns
Configuring Dial Plan Patterns
Music on Hold
Configuring the Cisco UE AA
Configuring the System AA
Configuring Business Hours
Configuring Holidays
Creating a Custom AA
Viewing the List of AA Scripts
Recording and Deleting AA Prompts
Configuring Cisco UE Voice Mail
Configuring the Voice Mail System
Pilot Number
Voice Mail Operator
System and Mailbox Defaults
Configuring Personal Mailboxes
Configuring General Delivery Mailboxes
Deleting a Mailbox
Configuring MWI
Configuring Voice Mail Networking
Configuring the AVT
Configuring Cisco UE Backup and Restore
Specifying a Directory Path for Backup
Backing Up Multiple Cisco UEs in a Network
Selecting Configuration and Data in the Backup
Configuring Multiple Generations of Backups
Determining Backup File Sizes
Determining Backup Bandwidth
Best Practices
Configuring Interconnection with Other Sites
Security Best Practices for Cisco CME
Securing GUI Access
Using HTTPS for Cisco CME GUI Management
Setting Local and Remote System Access
Using the enable secret Command
Restricting Access to tty
Using AAA to Secure Access
Configuring SSH Access
Using ACLs for SNMP Access
Disabling CDP
Configuring COR for Incoming and Outgoing Calls
Restricting Outgoing Calling Patterns
Configuring IP Phone Registration Control
Security Best Practices for Cisco UE
System and Remote Access
Local Access
Remote Access–Telnet
Remote Access–SSH
Remote Access–HTTPS
Application Environment
Protocols and Port Numbers
Suggested ACLs
Cisco UE Security Best Practices
Configuring and Monitoring Via Network Management Systems Using the Cisco CME AXL/SOAP Interface
The Cisco CME AXL/SOAP Interface
Testing the Cisco CME AXL/SOAP Interface
Monitoring Cisco IPC Express
Monitoring IP Phones Using Cisco CME Syslog Messages
Monitoring Call Activity
Monitoring Cisco CME Call History
Logging CDR to External Servers
Using Account Codes for Billing
Monitoring Voice Performance Statistics
Using Cisco CME Supported SNMP MIBs
Managing Cisco IPC Express Systems by Managed Services and Enterprises
Managing a Standalone Cisco IPC Express System
Managing Multisite Cisco IPC Express Networks
Cisco Voice Network Management Solutions
CiscoWorks QoS Policy Manager
CiscoWorks Resource Manager Essentials
CiscoWorks Internetwork Performance Monitor
Cisco Voice Manager and Telemate
Managing Cisco IPC Express with Cisco Partner Applications
NetIQ Vivinet Manager
Discovery of Cisco CME
Monitoring New Phones
Managing Key Phones
Stonevoice
Summary
Chapter 15 Cisco IPC Express System Configuration Example
Step 1: Planning and Offline Staging
Step 2: Basic Router Setup
Installing Hardware and Software
Configuring Router IP Addressing
Setting the Router Clock
Setting Up the LAN Switch
External LAN Switch
Internal EtherSwitch
Connecting Phones
Connecting the TFTP Server
Downloading and Extracting Cisco CME Files
Step 3: Initial Cisco CME System Setup
Running the Cisco CME Setup Utility
Configuring Router Parameters for Cisco CME
Configuring TFTP
Configuring DHCP
Configuring NTP
Configuring HTTP
Configuring Cisco CME GUI Administrators
Adjusting Basic Cisco CME Parameters
Step 4: Configuring Extensions and Phones
Defining Extensions
Assigning Extensions to IP Phones
Resetting or Restarting Phones
Making Calls Between IP Phones
Step 5: Configuring the PSTN Interface
Configuring Voice Ports
Routing PSTN Calls to IP Phones
Routing IP Phone Calls to the PSTN
Step 6: Configuring Cisco UE AA and Voice Mail
Setting Up the Router for Cisco UE
IP Addressing
Call Routing to Cisco UE
H.323-to-SIP Call Routing
Message Waiting Indicator
Configuring Basic Cisco UE
Importing Users from Cisco CME
Setting System Defaults
Setting Call Handling Parameters
Configuring Voice Mail
Configuring the AA
Setting Up the System AA
Setting Up a Custom AA
Step 7: Configuring Cisco CME Call Processing Features
Configuring Phone and User Features
Caller ID Name Display
Phone Name Display
Phone Button Label Customization
Shared Lines
Hunt Group
Local Directory
Speed Dial
Local Speed Dial
Personal Speed Dial
Localization
Autoline Selection
IP Phone Softkey Customization
Direct FXO Trunk Line Select
Overlay DN
Configuring System Features
Music on Hold
On-Hold Call Notification
Interdigit Timeout
Intercom
Paging
Ringing Timeout
Call Park
Time and Date Format
Configuring Conference Call, Call Transfer, and Call Forward
G.711 Conferencing
Call Transfer
Call Forward
Call Forward All Restrictions
Enabling Applications
Idle URL
XML Services
Step 8: Interconnecting Multiple Cisco IPC Express Systems
Interconnecting Sites Via H.323
Transcoding
SIP RFC 2833 DTMF Relay
Sample System Configurations
Site A Cisco CME Router Configurations
The show version Output
The show running-config Output
Site A Cisco UE AA and Voice Mail Configurations
The show software version and show software licenses Output
The show running-config Output
Site B Cisco CME Router Configurations
The show version Output
The show running-config Output
Site B Cisco UE AA and Voice Mail Configurations
The show software version and show software licenses Output
The show running-config Output
Summary
Part IV Maintenance and Troubleshooting
Chapter 16 Troubleshooting Basic Cisco IPC Express Features
Troubleshooting Phone Registration
Understanding the Phone Bootup Sequence
Understanding the Messages on the Phone Display
No Message Appears on the Phone Display
The “Configuring VLAN” Message
The “Configuring IP” Message
The “Configuring CM” Message
The “Registering” and “Cisco CME” Messages
The “Upgrading Firmware” Message
Understanding SCCP Endpoint Registration
Debugging VLAN, DHCP, TFTP, and Registration Issues
Physical Layer Problems
VLAN
DHCP
TFTP
Registration Problems
Missing create-cnf file Command
Upgrading IP Phone Firmware
Upgrading Phone Loads to a Signed Load
Understanding SCCP and Call Flow Debugging
SCCP to SCCP Call
SCCP to H.323 Call
Troubleshooting the Cisco IPC Express GUI
Common GUI Problems and Solutions
The Browser Doesn’t Start
IP Connectivity
The HTTP Server Isn’t Enabled on the Router
GUI Files Are Unavailable in Flash
Cisco CME and Cisco UE GUI Pages
Troubleshooting the Cisco UE GUI Pages
Cisco UE WebInterface Trace Tool
User Logins and Access Privileges
The Apply Button
The Browser Starts with Blank or Error Pages
Summary
Chapter 17 Troubleshooting Advanced Cisco CME Features
Dialplan Pattern Configuration Problems
Debugging Dialplan Patterns
Correcting the Dialplan Pattern
Missing Transfer Patterns
Call Transfer Doesn’t Work
Fixing Transfer Patterns
Conference Failures
Conference Failure Because of Unavailable Lines
Conference Failure Because of a Codec Mismatch
Unable to Hear Music on Hold
Debugging the MOH Problem
Fixing the MOH Problem
Missing Directory Services Option
Working with the Class of Restriction Feature
Summary
Chapter 18 Troubleshooting Cisco CME Network Integration
Integrating Cisco CME with Cisco Unity Voice Mail
Configuring Cisco CME for Cisco Unity
Troubleshooting Cisco Unity Integration
Verifying Call Information–Wrong Mailbox Selection
Troubleshooting DTMF–No Response to Digit Presses from Cisco Unity
Troubleshooting Cisco Unity AA Integration
Troubleshooting MWI
A Cisco Unity System with a Network of Cisco CMEs–Centralized Voice Mail Architecture
Troubleshooting Call Transfers and Call Forwards
Troubleshooting Call Transfers–Transfer Attempts Get Reorder Tone
Troubleshooting Network Call Transfers–Attempts to Transfer
H.323 Calls Fail
Using Debugs to Understand Successful Network Call Transfers
Troubleshooting Common Problems with Network Call Transfers
Using Hairpinned Calls
Troubleshooting Common Problems with Network Call Forward
Troubleshooting Transcoding
Configuring Transcoding Services
Debugging Transcoded Calls
Troubleshooting H.323 GK Integration
Summary
Chapter 19 Troubleshooting Cisco UE System Features
General Troubleshooting Techniques
Viewing Generic System Information
Logging in Cisco UE
Tracing Techniques
trace Command Summary
Turning on Traces
Copying a Trace File to an FTP Server
Troubleshooting System Time Issues and NTP
Troubleshooting Installation Problems
Network Connectivity Issues
Software Package Issues
Troubleshooting Cisco UE Startup
Checking Console Output on the Cisco UE Hardware
Checking the RBCP Communication
Debugging the RBCP Communication
Troubleshooting the Initialization Wizard
Unable to Log into the Initialization Wizard
Initialization Wizard Reports Failures
Troubleshooting Backup and Restore
Cannot Find or Connect to the Backup/Restore Server
Backup or Restore Cannot Start
Backup or Restore Is Incomplete
Restore Doesn’t Restore the Correct or Complete Configuration
or Data
Summary
Chapter 20 Troubleshooting Cisco UE Automated Attendant
Troubleshooting a Customized AA
Ensuring a Correct Configuration
Understanding SIP Call Flow to the AA
Verifying Why the AA Doesn’t Answer Calls
Fixing Abnormal Exits and System Problems
Missing Prompt File
Missing Subflow Script File
Tracing a Call Flow in the AA
SIP Call Delivered to the AA Pilot Number
Starting a New Call in the AA Script
Script Interaction with a Connected Call
Customizing the Menu Step
Processing Digit Input from the Caller
AA Call Transfer to the Selected Destination
Summary
Chapter 21 Troubleshooting Cisco UE Integrated Voice Mail Features
Common Voice Mail show Commands
Listing Mailboxes with Usage Statistics
Displaying Mailbox Details
Displaying Voice Mail Usage Details
Displaying System Licenses
Displaying Default Voice Mailbox System Settings
Troubleshooting Mailbox GUI Configuration Problems
Mailbox Configuration
Orphaned Mailboxes
User and Group Configurations
Deleted User Appears in the GUI
User Is Not Associated with a Voice Mailbox in the GUI
User Is Not Associated with a Group in the GUI
General Delivery Mailboxes
Troubleshooting Cisco CME and Cisco UE Integration
Wrong Mailbox Selection or Unexpected Greeting
Call from an Internal Extension to Voice Mail
Call Using an E.164 Number to Voice Mail
Digit Manipulation
Troubleshooting DTMF–No Response for Digit Presses from Cisco UE
Troubleshooting Automated Attendant Transfers
Calls to Cisco UE Get Fast-Busy
Troubleshooting the TUI and VXML Browser
Troubleshooting the Database, LDAP, and Mailbox Activities
Troubleshooting the Message Waiting Indicator
MWI Operation
Verifying MWI Configuration
Tracing MWI
Troubleshooting Voice Mail VPIM Networking
Cannot Send and Receive Network Messages from a Location
Cannot Send Messages to Cisco Unity
Unable to Address Messages to Network Locations
Troubleshooting Nondelivery Receipts
Invalid Extension at the Receiving System
Remote Location Is Unavailable
DNS Service Is Unavailable and Local DNS Cache Is Inconsistent
Recipient Mailbox at the Remote Location Is Full or Disabled
Recipient Location Has No Configuration for the Sending Location
Tracing Voice Mail Networking
Summary
Appendixes
Appendix A Cisco IPC Express Features, Releases, and Ordering Information
Appendix B Sample Cisco UE AA Scripts
Appendix C Cisco Unity Express Database Schema
Glossary
Index
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