Architecture, Installation and Troubleshooting 2 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Scope: Unity Express Initial Install/Configuration Architecture Overview Hardware and OS Overview Application Support Infrastructure Administrative Applications Major Components TUI, GUI, etc. Installation CLIs GUI Configuration AA Voicemail MWI Troubleshooting 3 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Hardware Architecture Run on a Network Module (NM-CUE, NM-CUE-EC) or Advanced Integration Module (AIM-CUE). 4 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential NM-CUE & NM-CUE-EC Self-contained with dedicated onboard processing, memory, and storage, allowing for efficient message management, a range of concurrent sessions, simultaneous processing, and ample voice-mail storage capacity NM-CUE-EC supports up to 16 ports of concurrent voicemail/AA sessions and up to 250 voice mailboxes. Total of 300 hours of storage. NM-CUE supports 8 ports and up to 100 voicemailboxes. Total of 100 hours of storage. 5 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential AIM-CUE Like the NM, AIM is fully self-contained with dedicated onboard processing, memory, and storage (min 1 Gig flash storage). Since its internally installed on the router this frees external interface slots for other services such as analog/digital voice, VPN acceleration, integrated switching, etc. AIM supports up to 6 ports of concurrent voicemail/AA sessions (4 on 2600XM/2691) and up to 50 voice mailboxes. Total of 14 hours of storage.
6 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Hardware and OS Hardware: NM and AIM only BIOS - Starts the processor, initializes components. Boot loader with recovery mechanisms. Checks valid OS file Linux Kernel. Supports multi-threads RBCP Protocol to Integrate with IOS Syslog interface for errors; Real-time tracing for apps & kernel traces SNMP MIB for Platform ID Standard libraries in libc Standard shell bash 7 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Generic Application Infrastructure IBM Java Virtual Machine. Run time execution of Java applications sysDB Management Interface. Shared memory for different components to use Startup & Shutdown Component Monitor. Manifest instructs on which components to be started and how to handle in the event of failures. IOS-Like CLI with programmable syntax to access any component. Open LDAP for user centric information PostgreSQL for mailbox centric information Tomcat for GUI, TUI and other components Authentication for user and user privileges 8 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Administrative Infrastructure Installation/Upgrade package using Manifest Use the concept of Manifest. App runs at boot time to determine what components to be installed. Manifest defines components, like software version, licensing to load software Backup & Restore infrastructure using manifest Select type of backup or restore Via GUI or CLI Expects external FTP server 9 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 10 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Voicemail Components TUI
VM TUI is implemented using VXML scripts and JSPs. Where ever possible implemented as static VXML scripts. Where a static VXML script cannot perform the required functionality, then JSPs are used to dynamically create VXML scripts that are parsed and executed at run time. JSPs provide the interface to backend VM system. Through JSPs, VXML scripts can retrieve and set variables that control the users session. VXML allows an application to control the flow of events using spoken prompts to define menu choices and request input from the user using the keys on their telephone keypad. Depending on the user response it is possible to retrieve and invoke other VXML scripts or JSPs passing the user input as parameters. Hence possible to create runtime generated prompts in response to user input and information retrieved from the backend VM system. 11 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 12 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Voicemail Components Mailbox Manager
The Mailbox Manager component responsible for interfacing the TUI to the rest of the VM system Responsible for creating and deleting mailboxes. It ensures that when mailboxes are allocated or reconfigured, that the allocated message space does not exceed the installed package limit. It monitors used message space and generates error messages as message space reaches the system maximum. Responsible for ensuring that only one user can be logged into a mailbox and any one time, and will generate an exception if another user tries to log into an already logged in mailbox. Provides interface for Sending messages and generating NDRs. If message is for remote location, then it queues the message for the SMTP job queue. Deleting messages from mailbox and also from Database Retriving message counts Stores all mailbox info, greetings and messages in the PSQL Database. 13 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 14 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Voicemail Components LDAP Agent
The LDAP agent is the VM component that interfaces the VM system to the LDAP directory. Responsible for calling the appropriate LDAP sysdb nodes for doing directory searches and attribute retrievals. Provides APIs for Retrieving user and group profile information. Validating that a user or group exists within the system. Searching for a user or groups by phone number. Searching for a user or group by last/first name. Retrieval and update of spoken names for users, groups, private and public distribution lists. Listing, retrieving and updating a users private distribution list information. Listing, retrieving and updating of public distribution lists. Authentication and update of user passwords. 15 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 16 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Voicemail Components SMTP Agent
The SMTP agent handles all the SMTP interaction with other SMTP servers. When it starts up it creates an SMTP Receiver thread to listen for connections on port 25 Creates an SMTP sender thread that waits for work on its e-mail job. The SMTP receiver is responsible for handling all incoming SMTP connections and only handles the minimum SMTP protocol elements as defined in RFC821 The SMTP sender is responsible for sending all voicemails destine for remote VM systems. SMTP sender creates the email job queue and populates it with outstanding jobs that are in the VM database. 17 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 18 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Voicemail Components Sysdb providers
The VM sysdb providers interface the VM Mailbox Manager component to other components of the VM system (GUI and CLI) The providers are created at VM system startup time and create all the relevant nodes in the /sw/apps/Voicemail sysdb directory 19 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 20 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CRS Components JTAPI Subsystem
JTAPI library uses the proprietary QBE protocol to talk to the CTIManager running on the CallManager server CTIManager talks to the CallManager using SDL JTAPI subsystem registers all the Route Points (triggers) and CTI Ports configured with the CallManager upon startup. When a caller calls the Route Point, the JTAPI library notifies the subsystem by sending an event. Upon receiving this event, it instantiates a new CallContact object, populates it with call-related information and then searches for an available CTI Port. If all CTI Ports are busy, the call is rejected. If it finds an available CTI Port, it requests the JTAPI library to route the call to that particular CTI Port. Once the call is successfully routed to the CTI Port, the subsystem receives another notification. It then hands over the CallContact object to the Workflow Engine, which then triggers the correct Workflow Application based on the number that was called (trigger).
21 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 22 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CRS Components SIP Subsystem
SIP subsystem listens for the incoming SIP messages on the default UDP port 5060. When it detects and incoming INVITE message on this port, it instantiates a new CallContact object, and populates it with the call- related information This CallContact object is handed over to the Workflow Engine, which then triggers the correct Workflow Application based on the number that was called (trigger). SIP subsystem automatically subscribes with the IOS-GW to receive the DTMF notifications.
23 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 24 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CRS Components HTTP Subsystem
The HTTP subsystem within CRS is capable of receiving an incoming http request and triggering a Workflow Application based on the URL string The URL string has to be configured as an http trigger, and a Workflow Application must be associated with it. It uses a light-weight version of Tomcat servlet engine which is embedded within the subsystem HTTP subsystem, its configuration parameters, and related http steps are not exposed to the customer. Internally used by the VM application for MWI notification purposes. VM makes a http request to a URL of the following format: http://localhost:8080/mwiapp?extn=xxxx&state=0, where xxxx is the extension of the phone who MWI state has to be changed, and a value of 0 for the state indicates that the MWI should be turned OFF, and a value of 1 for the state indicates that the MWI should be turned ON. This httpContact object is handed over to the Workflow engine, which then triggers the canned MWI Workflow Application. This Application tries to change the MWI state of the desired phone using both JTAPI and SIP channels. 25 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Architecture JTAPI SS SIP SS HTTP SS CallManager ITS/SRST Application FrameWork CMT Voice Browser Tomcat Web Server VoiceMail Backend GUI JSP VXML Scripts SysDB CLI Postgres SQL DB LDAP (OpenLDAP) (Static) Dynamic VXML Generation AA Workflow Script VoiceBrowser Workflow Script MWI Workflow Script SIP QBE MWI JNDI C R A MailBox Info Greetings Messages User Info SpokenName CRA Config VoiceMail SysDB Provider User SysDB Provider CRA SysDB Provider SMTP Agent 26 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CRS Components VXML/VoiceBrowser Subsystem VoiceBrowser is a software platform within CRS, that uses VoiceXML. Voice Browser is comprised of the following components: VoiceXML interpreter context responsible for providing an execution context and managing sessions for the VoiceXML interpreter. VoiceXML interpreter (Voice Browser) interprets the voice application written in VoiceXML and then guides the interpreter to execute these applications. VoiceXML document server hosts the voice applications and potentially generates VoiceXML over HTTP.
27 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Cisco Unity Express
Installation 28 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential IOS Show Version Cisco Internetwork Operating System Software IOS (tm) 3700 Software (C3725-IS-M), Version 12.2(15)ZJ, EARLY DEPLOYMENT RELEASE SOFTWARE (fc1) TAC Support: http://www.cisco.com/tac Copyright (c) 1986-2003 by cisco Systems, Inc. Compiled Thu 22-May-03 07:59 by pwade Image text-base: 0x60008954, data-base: 0x61C22000
ROM: System Bootstrap, Version 12.2(8r)T2, RELEASE SOFTWARE (fc1) ROM: 3700 Software (C3725-IS-M), Version 12.2(15)ZJ, EARLY DEPLOYMENT RELEASE SOFTWARE (fc1)
POD-11 uptime is 23 hours, 47 minutes System returned to ROM by reload System restarted at 17:00:01 PDT Sun Feb 28 1993 System image file is "flash:c3725-is-mz.122-15.ZJ"
cisco 3725 (R7000) processor (revision 0.1) with 111616K/19456K bytes of memory. Processor board ID JMX0635L2ZB R7000 CPU at 240Mhz, Implementation 39, Rev 3.3, 256KB L2 Cache Bridging software. X.25 software, Version 3.0.0. SuperLAT software (copyright 1990 by Meridian Technology Corp). 18 FastEthernet/IEEE 802.3 interface(s) 1 terminal line(s) 1 cisco service engine(s) DRAM configuration is 64 bits wide with parity disabled. 55K bytes of non-volatile configuration memory. 31296K bytes of ATA System CompactFlash (Read/Write)
Configuration register is 0x2102 29 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Software Installation IP FTP Server
CUE_installer CUE_2.0.prt1 CUE_2.0.pkg CUE-lang.pkg CUE-lang.prt1 CUE-12-mailbox-license.pkg Reboot CUE from helper on server, not from disk CUE-installer image loaded via TFTP into CUE HW RAM and executes to do rest of install without needing disk access Loads CUE_2.0.pkg file which describes the contents of CUE_1.0.prt1 Unpacks CUE_2.0.prt1 onto disk based on directions in CUE_2.0.manifest 30 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Show Software Installed cue# show software version Installed Packages: - Bootloader (Primary) 2.1.2 - Infrastructure 2.3.0.2 - Global 1.0.1.12 - Bootloader (Secondary) 2.1.2 - Installer 2.1.1.4 - Core 2.3.0.2 - GPL Infrastructure 2.1.2.6 cue# show software packages Installed Packages: - Bootloader (Primary) (Service Engine Bootloader) - Infrastructure (Service Engine Infrastructure) - Global (Global manifest) - Bootloader (Secondary) (Service Engine Bootloader) - Installer (Installer) - Core (Service Engine OS Core) - GPL Infrastructure (Service Engine GPL Infrastructure) cue# show software licenses show software licenses Core: - Application mode: CCM - Total usable system ports: 16
Voicemail/Auto Attendant: - Max system mailbox capacity time: 6000 - Default # of general delivery mailboxes: 15 - Default # of personal mailboxes: 50 31 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE System Configuration 32 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CME System Configuration At a minimum, the following CME configuration MUST exist before CUE Initialization Wizard can be run successfully: Set up CME web-admin username and passwd Insert SIP dial-peer(s) to route AA and Vmail calls to CUE CME GUI files are installed It is also helpful if other CME configuration exists: Plug phones in and have them register so that MAC addresses are known MWI DNs 33 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential IP Address Assignment
interface FastEthernet0/0 ip address 171.68.10.1 255.255.255.0 interface Service-Engine4/0 ip unnumbered FastEthernet0/0 service-module ip address 171.68.10.10 255.255.255.0 service-module ip default-gateway 171.68.10.1 ip route 171.68.10.10 255.255.255.255 Service-Engine4/0 interface FastEthernet0/0 ip address 171.68.10.1 255.255.255.0 interface Service-Engine4/0 ip address 171.68.20.1 255.255.255.0 service-module ip address 171.68.20.10 255.255.255.0 service-module ip default-gateway 171.68.20.1 Explicit IP Address IP Unnumbered Typical config Need static route interface VLAN1 ip address 171.68.10.1 255.255.255.0 interface Service-Engine4/0 ip unnumbered VLAN1 service-module ip address 171.68.10.10 255.255.255.0 service-module ip default-gateway 171.68.10.1 ip route 171.68.10.10 255.255.255.255 Service-Engine4/0 VLAN Similar to unnumbered Need static route CUE default-gateway MUST be the CME router address 34 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential IOS Configuration Pre-requisites SIP dial-peer codec must be G711 CUE supports G711 only no vad on the dial-peer to CUE is recommended this may cause issues with DTMF after a recording MWI DN has to be of the form NNN. where NNN is the prefix for the MWI on/off DN and number of dots is equal to number of digits in the CCME dial plan Only 20ms codec packetization supported in CUE Make sure all the HTML files to support the GUI are copied to CME flash 35 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Pre-requisite CME CLI hostname POD-11 ! interface FastEthernet0/0 ip address 172.19.153.41 255.255.255.0 duplex auto speed auto ! interface Service-Engine1/0 ip unnumbered FastEthernet0/0 service-module ip address 1.3.231.191 255.255.0.0 service-module ip default-gateway 1.3.231.91 ! ip http server ip http path flash: ip classless ip route 0.0.0.0 0.0.0.0 172.19.153.1 ip route 172.19.153.101 255.255.255.255 Service- Engine1/0 ! dial-peer voice 6000 voip destination-pattern 6... session protocol sipv2 session target ipv4:172.19.153.101 dtmf-relay sip-notify codec g711ulaw no vad telephony-service load 7960-7940 P00303020214 max-ephones 48 max-dn 192 ip source-address 172.19.153.41 port 2000 create cnf-files version-stamp 7960 Apr 12 2006 14:38:30 voicemail 6800 max-conferences 8 date-format dd-mm-yy web admin system name cisco password cisco dn-webedit time-webedit SIP dial-peer for AA (6700) and VMail (6800) entrypoints Must be G.711 CME Admin login must be defined used to log into the CUE Init Wizard 36 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential GUI Flash Files Required lab-2691#sh flash -#- --length-- -----date/time------ path 1 369950 Mar 02 1993 03:18:34 P00303020214.bin 2 1602 Mar 02 1993 00:11:48 CiscoLogo.gif 3 953 Mar 02 1993 00:11:56 Delete.gif 4 1347 Mar 02 1993 00:12:02 Plus.gif 5 174 Mar 02 1993 00:12:12 Tab.gif 6 3624 Mar 02 1993 00:12:30 admin_user.html 7 546485 Mar 02 1993 00:12:42 admin_user.js 8 16344 Mar 02 1993 00:12:50 dom.js 9 864 Mar 02 1993 00:12:56 downarrow.gif 10 6146 Mar 02 1993 00:13:04 ephone_admin.html 11 5478 Mar 02 1993 00:13:12 logohome.gif 12 3503 Mar 02 1993 00:13:18 normal_user.html 13 76045 Mar 02 1993 00:13:26 normal_user.js 14 843 Mar 02 1993 00:13:56 sxiconad.gif 15 2267 Mar 02 1993 00:11:38 telephony_service.html 16 870 Mar 02 1993 00:14:06 uparrow.gif 17 2453 Mar 02 1993 00:11:24 xml.template 18 9968 Mar 02 1993 00:11:30 xml-test.html 37 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Bring up Browser for GUI Login Ping the CUE HW IP address from the PC where the browser will be launched to ensure connectivity Launch a browser to URL: http://a.b.c.d/Web/SA Where a.b.c.d is the IP address of the CUE HW You should now see the CUE GUI Login screen You are now ready to enter the Initialization Wizard to set up the defaults for the system 38 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Subsequent (Normal) SW Start-Up Sequence Two boot options Boot from: Disk: normal boot-up Helper: boots Linux kernel from FTP server for SW or license installation Boot-up from disk proceeds without manual intervention Interrupt booting to get to bootloader (to do install) Enter *** quickly at this prompt during the boot sequence boot will proceed automatically after a short timeout Please enter '***' to change boot configuration: 39 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Session to the CUE Application Use this command to access the CUE module console Internally uses the IP address and the TTY line associated with the service-engine interface for reverse-telnet There is no enable password POD-11#service-module service-Engine 1/0 session Trying 172.19.153.41, 2033 ... Open
cue> en Password: cue# 40 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Configuring Voice-Mail Application 41 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Configuration Tasks Maximum number of users who can access voice mail simultaneously. This number is limited by the number of ports purchased with Cisco Unity Express. Telephone number to access the voice mail system 42 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t ccn application full-name se-10-0-0-0(config)# ccn application voicemail description "text" se-10-0-0-0(config-application)# description "Voice Mail maxsessions number se-10-0-0-0(config-application)# maxsessions 8 This parameter, maxsessions, is limited by the number of ports on the Cisco Unity Express module Ports are shared between AA and VM. Suppose, for example, that your module has four ports and you assign four to the voice-mail application maxsessions and four to the auto-attendant maxsessions. If four callers access voice-mail simultaneously, no ports will be available for auto-attendant callers end
43 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential show ccn application se-10-0-0-0# show ccn application Name: voicemail Description: Voice Mail Script: voicebrowser.aef ID number: 1 Enabled: yes Maximum number of sessions: 6 logoutUri: http://localhost/voicemail/vxmlscripts/mbxLogout.js p uri: http://localhost/voicemail/vxmlscripts/login.vxml 44 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Configuring Users 45 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Adding Users Users configured in Cisco CME may be imported in to the Cisco Unity Express database. Users defined in CUE will NOT be imported to CME. User information includes: UserID Primary DN/E164 Number Associated Phone Associated Mailbox Privileges Passwords/Pins
46 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential User Privileges SuperuserAn administrator, also called a superuser, has the capability, or privilege, of accessing all the configuration and maintenance functions, including the Administration via Telephone (AvT). ManagePromptsThe prompt management user has access to the AvT but not to any other administrative functions. BroadcastThe broadcast privilege permits the user to send broadcast messages across the network. ManagePublicListThe ManagePublicList privilege permits the user to create and modify public distribution lists. ViewPrivateListThe ViewPrivateList privilege allows the user to view another user's private distribution lists. The user can not modify or delete the private lists. 47 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t username name [create | delete | fullname [first "first-name" | last "last-name" | display "full-name"] | group group-name | language | password "password" | pin number]
se-10-0-0-0# username user2 create se-10-0-0-0# username user2 fullname display "User 2" se-10-0-0-0# username user2 group sales se-10-0-0-0# username user2 password "green" se-10-0-0-0# username user2 pin 4444 se-10-0-0-0# username user2 delete 48 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential show user detail username <name> se-10-0-0-0# show user detail username user2 Full Name: User 2 First Name: Last Name: user2 Nickname: user2 Phone: Phone(E.164): Language: en_US se-10-0-0-0# 49 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t username name [create | phonenumber phone- number | phonenumberE164 full-number] se-10-0-0-0(config)# username user3 create se-10-0-0-0(config)# username user3 phonenumber 50180 se-10-0-0-0(config)# username user3 phonenumberE164 13335550180 50 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t groupname name [create | delete | description "description" | fullname "full-name"] se-10-0-0-0# groupname sales fullname "Sales Department" se-10-0-0-0# groupname sales description "Retail Sales Department" se-10-0-0-0# groupname sales delete groupname name [member username | owner ownername | phonenumber phone-number | phonenumberE164 full-number | privilege privilege-id] se-10-0-0-0(config)# groupname sales member user1 se-10-0-0-0(config)# groupname sales owner user2 se-10-0-0-0(config)# groupname sales phonenumber 50163 se-10-0-0-0(config)# groupname sales phonenumberE164 14445550163 se-10-0-0-0(config)# groupname sales privilege ManagePrompts 51 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Configuring Voice Mailbox 52 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Mailbox Types Personal mailboxThis mailbox is assigned to a specific user and is accessible only by this user. When a caller leaves a message in this mailbox, the message waiting indicator (MWI) light turns on General delivery mailbox (GDM)This mailbox is assigned to a group of users. All members in the group have access to the mailbox. When a caller leaves a message in this mailbox, no MWI is turned on. Instead, when a member logs in to the personal mailbox, the mailbox menu allows the member to access the messages in each GDM to which the member belongs. Only one person can access the GDM at a time. After the first person saves or deletes a message in the GDM, the message is no longer played as "new" for any subsequent members. 53 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Mailbox Settings Mailbox settings can be set system wide or for a specific mailbox Mailbox size Expiration time Message size show voicemail limits shows the default values Default Mailbox Size (seconds): 2700 Default Caller Message Size (seconds): 90 Maximum Recording Size (seconds): 900 Default Message Age (days): 30 System Capacity (minutes): 840 Default Prompt Language: en_US Operator Telephone: 7000 Maximum Broadcast Size (seconds): 300 Broadcast Message Age (days): 30 Broadcast Message MWI: disabled Play Caller Id: enabled
54 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t voice mailbox owner name [size seconds] se-10-0-0-0(config)# voice mailbox owner user3 se-10-0-0-0(config)# voice mailbox owner sales enable/disable se-10-0-0-0(config-mailbox)# enable se-10-0-0-0(config-mailbox)# disable expiration time days se-10-0-0-0(config-mailbox)# expiration time 10 greeting {alternate | standard} se-10-0-0-0(config-mailbox)# greeting standard
55 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t mailboxsize seconds se-10-0-0-0(config-mailbox)# mailboxsize 300 messagesize seconds se-10-0-0-0(config-mailbox)# messagesize 120 tutorial se-10-0-0-0(config-mailbox)# tutorial zerooutnumber "number" se-10-0-0-0(config-mailbox)# zerooutnumber "2100" end se-10-0-0-0(config-mailbox)# end 56 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential show voicemail detail mailbox user se-10-0-0-0# show voicemail detail mailbox user3 Owner: /sw/local/users/user3 Type: Personal Description: User 3 mailbox Busy state: idle Enabled: enabled Mailbox Size (seconds): 480 Message Size (seconds): 120 Play Tutorial: false Space Used (seconds): 0 Total Message Count: 0 New Message Count: 0 Saved Message Count: 0 Expiration (days): 10 Greeting: alternate Created/Last Accessed: Oct 15 2003 04:38:28 GMT+00:00 57 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Configuring Auto-Attendant 58 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Auto-Attendant The default auto-attendant script provided with Cisco Unity Express is named aa.aef. This file resides in the system directory, and cannot be downloaded, copied, or uploaded by users This default script supports basic functions such as dial-by-extension, dial-by-spelling username, and call operator functions. If additional functionality is required, then you must create a customized auto- attendant script. NOTE: TAC does NOT support customized aa tcl scripts. For customized tcl script support have customer contact ask-cue-editor@external.cisco.com
59 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Business Hours/Holiday Schedule The aa.aef script supports holiday lists and business-hours schedules. When a call reaches the auto attendant, the system checks if the current day is a holiday. If it is, the system plays a holiday prompt called AAHolidayPrompt.wav, which states "We are closed today. Please call back later." If the current day is not a holiday, the system checks if the business is open or not. If the business is open, the system plays the AABusinessOpen.wav prompt, which is an empty file. If the business is closed, the system plays the AABusinessClosed.wav prompt, which states "We are currently closed. Please call back later." 60 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Auto Attendant Prompts Following are the parameters that may be configured for the aa.aef script: welcomePromptdefault: AAWelcome.wav operExtndefault: none holidayPromptdefault: AAHolidayPrompt.wav businessOpenPromptdefault: AABusinessOpen.wav businessClosedPromptdefault: AABusinessClosed.wav businessScheduledefault: systemschedule disconnectAfterMenudefault: false allowExternalTransfersdefault: false 61 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Conf t ccn application autoattendant se-10-0-0-0(config)# ccn application AutoAttendant maxsessions number se-10-0-0-0(config-application)# maxsessions 4 parameter "name" "value" se-10-0-0-0(config-application)# parameter "operExtn" "1000" se-10-0-0-0(config-application)# parameter "MaxRetry" "3" se-10-0-0-0(config-application)# parameter "welcomePrompt" "ciscowelcome.wav"
62 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential show ccn application se-10-0-0-0# show ccn application
Name: autoattendant Description: autoattendant Script: aa.aef ID number: 3 Enabled: yes Maximum number of sessions: 8 busOpenPrompt: AABusinessOpen.wav operExtn: 1000 welcomePrompt: AAWelcome.wav disconnectAfterMenu: false busClosedPrompt: AABusinessClosed.wav allowExternalTransfers: false holidayPrompt: AAHolidayPrompt.wav businessSchedule: systemschedule MaxRetry: 3 se-10-0-0-0# 63 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential AA .wav files Create a.wav file with the following format: G.711 u- law, 8 kHz, 8 bit, Mono. The file cannot be larger than 1 MB (about 2 minutes). ccn copy url ftp://10.100.10.123/AAprompt1.wav prompt AAprompt1.wav Use the AvT on the TUI to record the greeting or prompt. Dial the AvT telephone number and select the option to record a greeting. When finished recording, save the file. AvT automatically saves the file in Cisco Unity Express 64 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential AvT Applicatoin Administrators can record new audio prompts or delete existing custom audio prompts without using a PC or sound-editing softwareAdministrators can rerecord existing prompts. Administrators can send broadcast messages. Subscribers who have the broadcast privilege can access a limited set of AvT capabilities. Administrators can record spoken names for remote locations and remote subscribers. 65 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential AvT configuration ccn trigger sip phonenumber 6002 application "promptmgmt" enabled maxsessions 1 end trigger
66 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Message Waiting Indicator 67 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential MWI Notifications Three methods available: Outcall Notification Only applicaple on CME by configuring MWI on and off extensions. Most common configuration for MS cases. Sub-Notify Used for CME and CCM in SRST mode. CME subscribes with CUE to register phones for MWI notifications Reflects accurate status of messages in subscribers mailbox. Unsolicited Notification No subscription needed, CUE will sends Notify whenever a voice mailbox receives a new message 68 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CME configuration Outcall Notification ephone-dn 30 number 8000. mwi on
ephone-dn 31 number 8001. mwi off 69 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CME Sub-Notify/Unsolicited Notification sip-ua . . mwi-server ipv4:10.100.9.6 transport udp port 5060 <unsolicited> number 2010 . ephone-dn 35 mwi sip 70 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE MWI configuration ccn subsystem sip se-10-0-0-0(config)# ccn subsystem sip mwi sip {outcall | sub-notify | unsolicited} se-10-0-0-0(config-sip)# mwi sip sub-notify sh ccn subsystem sip se-10-0-0-0# show ccn subsystem sip
SIP Gateway: 172.19.167.208 SIP Port Number: 5060 DTMF Relay: sip-notify, sub-notify MWI Notification: outcall Transfer Mode: consult (REFER) 71 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential CUE Outcall configuration ccn application ciscomwiapplication se-10-0-0-0(config)# ccn application ciscomwiapplication parameter strMWI_ON_DN on-extension se-10-0-0-0(config-application)# parameter strMWI_ON_DN 7000 parameter strMWI_OFF_DN off-extension se-10-0-0-0(config-application)# parameter strMWI_OFF_DN 7001 72 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Troubleshooting 73 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Troubleshooting Trace command in CUE Writes log files up to 10 MB to local atrace.log file or FTP server. Note: The atrace.log file and the trace data logged to the FTP server are not in plain text. The data must be decoded using VNTs atrace decoder tool: http://vnt-wiki.cisco.com/CUE_atracelog_decoder_tool With AIM atrace.log file is diabled by default, must use log trace local enable command. NM atrace is enabled by default. AIM max size is 10 MB. NM is 100 MB
74 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Troubleshooting sh trace will show enabled traces currently on system. Default traces to run can be found here: http://cisco.com/en/US/products/sw/voicesw/ps5520/products_tech_note09186a0080250d90.shtml See traces real time with sh log trace buffer tail Log files to FTP: vnt-nm-cue(config)>log console info vnt-nm-cue(config)>log trace server url ftp//172.18.106.10/path/ username jdoe password mypass vnt-nm-cue(config)>log trace server enable Copy atrace/messages.log files to ftp server: copy log atrace.log url ftp://jdoe:mypass@172.18.106.10/cue/atrace.log 75 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Troubleshooting Typically it is easier to debug CME side then collecting/decoding Unity Express log files. For CME/CUE deployments, debug ccsip message will be used. CME 172.16.13.162 CUE 172.16.13.190 SCCP DN 2001 SCCP SIP dial-peer voice 1 voip description ** cue voicemail/autoattendant pilot number ** destination-pattern 600. session protocol sipv2 session target ipv4:172.16.13.190 incoming called-number 800T dtmf-relay sip-notify codec g711ulaw no vad ephone-dn 80 number 8000.... mwi on ! ! ephone-dn 81 number 8001.... mwi off 76 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential debug ccsip messages CFNA to voicemail CME 172.16.13.162 CUE 172.16.13.190 SCCP DN 2001 INVITE sip:6000@172.16.13.190:5060 SIP/2.0 Via: SIP/2.0/UDP 172.16.13.162:5060;branch=z9hG4bK581392 Remote-Party-ID: <sip:2017@172.16.13.162>;party=calling;screen=no;privacy=off From: <sip:2017@172.16.13.162>;tag=1D91C39C-1FA8 To: <sip:6000@172.16.13.190>
v=0 o=CiscoSystemsSIP-Workflow-App-UserAgent 3985 3985 IN IP4 172.16.13.190 s=SIP Call c=IN IP4 172.16.13.190 t=0 0 m=audio 16896 RTP/AVP 0 111 a=rtpmap:0 pcmu/8000 a=rtpmap:111 telephone-event/8000 a=fmtp:111 0-11 78 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Common issue: MWI does not work Confirm you can turn MWI on/off by dialing ephone-dn followed by on/off extension from IP phone. If not, do we have proper ephone-dn config for mwi on/off? Is there conflicting ephone-dns using the same number? Confirm we get incoming CCSIP invite from CUE using debug ccsip message If not, configure mwi on/off application on CUE Does the incoming INVITE address the correct on/off state AND extension where the message was left? Do we hit the CUE SIP dial-peer with the inbound invite? If not you need to add the following to the dial-peer: incoming called-number 800T (if your on/off extension is 8000/8001)
79 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Common Issue: Cannot access CUE GUI Confirm all the GUI files were extracted correctly to the CME flash. List of GUI files needed: http://cisco.com/en/US/products/sw/voicesw/ps4625/pro ducts_configuration_guide_chapter09186a00804ad90f.ht ml#wp2237629 Confirm connectivity between PC and CUE Confirm you are using correct Admin member username and password. Can reset using username admin password cisco in CUE enable mode. Check for and disable any PC firewall settings that could be blocking access. 80 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Common Issue: CCM to CME cfna to CUE fail Confirm voice service voip allow connections commands voice service voip allow-connections sip to sip allow-connections h323 to sip If doing G729 across WAN, confirm there is xcoder configured on CME. CUE can only do G711ulaw codec.
81 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Common Issues: Voicemail left by unknown caller Cisco Unity Express has a Lightweight Directory Access Protocol (LDAP) directory with the names and extensions of the subscribers who have voice mailboxes. When a message comes in, Cisco Unity Express tries to match the caller's ID (name or extension) to an entry in the LDAP directory. If a match is found, the subscriber's name or extension is included in the message envelope. If a match is not found (PSTN user or user that is not synced up between CME and CUE), then unknown caller will be used. You may want to synchronize the platform and Cisco Unity Express databases if some platform subscribers are not defined in the directory. 82 2005 Cisco Systems, Inc. All rights reserved. Cisco Confidential Questions?