Cue

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2005 Cisco Systems, Inc. All rights reserved.

Cisco Confidential
Cisco Unity Express

Architecture, Installation and Troubleshooting
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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
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Hardware Architecture
Run on a Network Module (NM-CUE, NM-CUE-EC) or
Advanced Integration Module (AIM-CUE).
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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.
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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.

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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
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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
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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
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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
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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.
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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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.
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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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.
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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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.
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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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
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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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).

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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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.

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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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.
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CUE Architecture
CMT
Voice
Browser
Tomcat
Web
Server
VoiceMail
Backend
GUI
JSP
VXML Scripts
SysDB CLI
Postgres
SQL
DB
LDAP
(OpenLDAP)
(Static)
AA 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
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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.

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Cisco Unity Express

Installation
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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
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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
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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:
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CUE System Configuration
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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
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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
ip address 171.68.10.1 255.255.255.0
ip address 171.68.20.1 255.255.255.0
Explicit IP Address
IP Unnumbered
Typical config
Need static route
interface VLAN1
ip address 171.68.10.1 255.255.255.0
ip unnumbered VLAN1
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
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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
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Pre-requisite CME CLI
hostname POD-11
!
ip address 172.19.153.41 255.255.255.0
duplex auto
speed auto
!
ip unnumbered FastEthernet0/0
!
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
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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
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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
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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:
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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#
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Configuring Voice-Mail
Application
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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
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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

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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
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Configuring Users
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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

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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.
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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
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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#
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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
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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
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Configuring Voice Mailbox
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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.
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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

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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

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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
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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
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Configuring Auto-Attendant
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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

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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."
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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
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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"

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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#
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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
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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.
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AvT configuration
ccn trigger sip phonenumber 6002
application "promptmgmt"
enabled
maxsessions 1
end trigger

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Message Waiting Indicator
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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
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CME configuration Outcall Notification
ephone-dn 30
number 8000.
mwi on

ephone-dn 31
number 8001.
mwi off
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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
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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)
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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
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Troubleshooting
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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

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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
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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
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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>

Contact: <sip:2017@172.16.13.162:5060>
Call-Info: <sip:172.16.13.162:5060>;method="NOTIFY;Event=telephone-event;Duration=2000"
Diversion: <sip:2001@172.16.13.162>;privacy=off;reason=no-answer;counter=1;screen=no
Expires: 180
Allow-Events: telephone-event
Content-Type: application/sdp
Content-Disposition: session;handling=required
Content-Length: 194

v=0
o=CiscoSystemsSIP-GW-UserAgent 6576 5330 IN IP4 172.16.13.162
s=SIP Call
c=IN IP4 172.16.13.162
t=0 0
m=audio 18934 RTP/AVP 0
c=IN IP4 172.16.13.162
a=rtpmap:0 PCMU/8000
a=ptime:20
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debug ccsip messages
MWI notification
CME
172.16.13.162
CUE
172.16.13.190
SCCP DN 2001
INVITE sip:80002001@172.16.13.162;user=phone SIP/2.0
Via: SIP/2.0/UDP 172.16.13.190:5060
From: "Cisco SIP Channel0" <sip:outbound-0@172.16.13.162>;tag=db5f9e6e-187
To: <sip:80002001@172.16.13.162;user=phone>
Call-ID: 6fba106d-185@172.16.13.190:5060
CSeq: 51 INVITE
Contact: sip:outbound-0@172.16.13.190:5060
User-Agent: Jasmin UA / ver 1.1
Accept: application/sdp
Content-Type: application/sdp
Content-Length: 224

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
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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)

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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.
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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.

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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.
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