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1. SSL CEE Index A B C D E E G 8 1 K L M N O E Q R S TI U V W X ZI Octel configuring on Cisco CME one button one call operation one way intercoms configuring Operation ordering information bundles for Cisco UE orphaned mailboxes outbound greeting bypass overlay dns 2nd expanding phone button count limits shared lines with intercoms Se CEE BAL Index A B C D E E G H 11 K L IM N O E Q R S T LU V W X 2 package files paging 2nd groups combining configuring Park softkey PBX system deployment peer mode mode ephone hunt personal mailboxes configuring phone bootup sequence phone display messages phone loads upgrading to signed loads phones See also IP Phones adding extensions assigning _ deleting physical layer problems troubleshooting pickup groups PickUp softkey call park pickup groups PINs logging in to mailboxes placing calls between IP hones playback message control post installation setup POTS dial peers configuring Primary E 164 Number field private lines configuring prompts recording proxy services H 450 x configuration PSTN based voicemail 2nd call switching with DID enabled with DNIS with no DNIS configuring connecting to with analog signaling with digital signaling routing calls toIP Phones trunk failover
2. The main script is implemented as main aef and the dial by extension logic press 1 and dial by name logic press 2 are implemented as the subflowsdialbyextension aef and dialbyname aef respectively Each of these three scripts is discussed in this appendix You can download the binary files aef files for the scripts from the Cisco Press website http www ciscopress comftitle 158705180x You can view them with the Cisco UE AA Editor which is a PC application you can download from Cisco com Follow these steps Step 1 Go to Cisco com Step 2 Search for Software Center Step 3 Choose Voice Software Step 4 Page down to Cisco Unity Express Software Step 5 Choose a software release The Cisco UE AA Editor is listed among the files given for a particular release at the Cisco com Software Center For example in the Cisco UE 1 1 2 release listing the file called CUEEditor1 1 2 exe is the editor A version of the editor is posted with each release of Cisco UE Accessing this site requires a Cisco com login ID Along with the editor several more sample AA scripts are posted at this site that you can use to build or customize your own Cisco UE AA The Cisco UE AA Editor is discussed in Chapter 9 Cisco IPC Express Automated Attendant Options As shown in several of the figures later in this appendix the script content steps is shown in the top right pane the tool palette of steps to choose from is in the top left pa
3. BAL Ferrey NEXT Fe prey Next a CEE Index A B C D E E G HI I K L MI N 0 P Q R S TI U VI WI X ZI QPM QoS Policy Manager BBL Le PREY NEXT W SSL CEE Index A B C D EI E G 8 1 K L M N O E Q R S TI U V W X ZI RBCP Router Blade Communication Protocol 2nd Reception analog integration recording custom prompts EAG redirected calls into voice mail Registering message phone display registration individual numbers with H 323 gatekeepers SCCP endpoint registration troubleshooting remote access configuring on Cisco UE Reports menu GUI resetting IP Phones 2nd restarting IP Phones 2nd retail implementations for Cisco IPC Express revert to AA feature RME CiscoWorks Resource Manager Essentials Routed Signaling Gatekeepers routed signaling call forwarding transfer routers installing routing IP Phone calls to PSTN PSTN calls to IP Phones RTP based digit relay Sa A PREY next CEE Index A B D E E G H 0 K L IM N 0 2 Q R S EI U VI W IX 2 sample AA scripts dialbyextension aef script dialbyname aef script main aef script sample configurations Site A Site B SCCP 2nd SCCP to H 323 call flow SCCP to SCCP call flow scripts building downloading executing sample scripts validating __viewing Secondary Number fie
4. CEE CEE Troubleshooting the Message Waiting Indicator The message waiting indicator MWT is one of the most important and basic features of any voice mail system Sometimes because of many factors the subscriber does not see the correct MWI changes on the phone This could be because somehow Cisco CME and Cisco UE got out of sync with each other concerning the MWI status for subscribers For example perhaps Cisco CME was reloaded and it does not keep track of MWI state across reloads This section discusses MWI configuration and troubleshooting MWI related issues MWI Operation With Cisco CME deployments Cisco UE uses what is called a callout mechanism to change MWI status on the phone In this mechanism Cisco CME defines two special extensions the MWI ON and MWI OFF DNs These extension definitions have a very specific number format For example the pattern can be 2222 for the MWI ON DN and 2221 for the MWI OFF DN where 2222 and 2221 are prefixes and the number of dots is equal to the length of the extensions in your Cisco CME dial plan If Cisco UE must turn on MWI for extension 6001 it places an outgoing call to number 22226001 Cisco CME terminates the call on the MWI ON DN because the called number matches the dial peer for the MWI ON DN Cisco CME processes the called number of the call and extracts extension 6001 from it which is matched by the four dots defined on the MWI ON DN It then finds all the phones wi
5. NEXT m Cisco IP Communications Express CallManager Express with Cisco Unity Express By Danelle Au Baldwin Choi Rajesh Haridas Christina Hattingh Ravi K oulagi Mike Tasker Lillian Xia Publisher Cisco Press Pub Date May 11 2005 ISBN 1 58705 180 X Pages 936 Table of Contents Index Overview Master your branch or small office call routing with CallManager Express IP Telephony tips from the product team at Cisco Systems Learn how to get the most out of your Cisco CallManager Express CCME system Gain insights and tips from the Cisco product team that are not available in product documentation Control branch office and small business call routing with maximized use of CCME features Create unique solutions from vertical market application examplesCisco CallManager Express CCME is an IOS based call control engine for IP Phones and PSTN Gateway calls integrated into Cisco branch office router products It is part of the Cisco AVVID portfolio addressing the small and branch office end of the market of 120 or fewer people per office These can be standalone offices or enterprise branch offices networked together via IP typically too small to make Cisco CallManager with a Cisco Unity messaging system cost effective to purchase or maintain Cisco CallManager Express provides CCME tips and guidance not available in product literature or from other books The book shows how the product features can be deployed together and c
6. a lt Ifyou have verified that the username is an administrator but you still cannot log in you can bypass this by assigning a new password for the login as shown in Example 19 28 Example 19 28 Defining an Administrator CUE username temp password temp CUE config terminal CUE config group Administrators member temp temp is any name you choose for this purpose Note CEE CEE Troubleshooting Backup and Restore This section discusses problem scenarios you might encounter when performing a backup or restore operation ofthe Cisco UE configuration or voice message data including the following Cannot find or connect to the backup restore server Backup or restore cannot start Backup or restore is incomplete The restore operation cannot restore the correct configuration or data The next sections describe techniques for troubleshooting each of these issues Cannot Find or Connect to the Backup Restore Server To start a backup or restore operation you must first configure the FTP server URL and corresponding directory Backup and restore are done to the same server location The CLI to configure the backup server is cue config backup server url ftp server_ip_address directory username name password password Use the following processes to troubleshoot server connectivity problems Check the Cisco UE configuration to ensure that all the backup and restore configuration parameters are correct
7. Cisco CME Router Software Installation Installing Cisco CME is exactly the same as installing your router with software In summary here are the steps Step 1 Download the correct Cisco IOS software image and release level from the Cisco com Software Center at http www cisco com go software Note that you have to be a registered Cisco com user to access the Software Center Step 2 Place these files on a Trivial File Transfer Protocol TFTP or FTP server at your site Step 3 Use the Cisco IOS router CLI to load the software image into router Flash Step 4 Reboot the router In addition to loading the Cisco IOS software image several processes apply to Cisco CME installation Download the phone images into the router Flash Download the GUI files into the router Flash You can use the archive command on the router to extract the contents of the entire tar file with a single step into the router Flash CEE CEE Cisco CME GUI Customization Via XML You can customize Cisco CME GUI features to provide a customer administrator login This Cisco CME facility is used if you as a reseller are setting up a system for your end customer and that person wants to perform certain administrative functions on the system while you remain responsible for other items You can use the system administrator login and access all system GUI features You can limit the items your end customer sees in the GUI using the customer administrator l
8. Similarly you can rerecord the alternate holiday business open and business closed greetings to suit your needs even though the Cisco UE system supplies system default greetings The system AA s menu structure cannot be changed The parameters of the system AA script such as the welcome greeting and the operator extension can be configured as shown in Figure 9 2 The list of available prompts or greetings present on the system is shown in the drop down box The operator extension is set to 3010 in Figure 9 2 The concepts of scripts variables and parameters are discussed in more detail in the Customizing the Cisco UE AA section later in this chapter Figure 9 2 Setting the System AA Parameters View full size image CEE CEE Customizing the Cisco UE AA The system AA is fairly simple and the menu flow cannot be customized The only customization possible is rerecording the greetings setting the business hours and holiday dates and setting the operator extension Ifa different AA menu flow is needed a custom AA script must be placed on the system Up to five AAs including the system AA can be loaded into the Cisco UE system to provide a wide range of flexible AA menus to cover very specific business needs This section of the chapter covers how to prepare a custom AA script using the Cisco UE AA Script Editor You ll explore script elements such as steps parameters and variables You ll learn about operations such as
9. A subscriber is the person who owns the voice mailbox A subscriber can access the voice mailbox listen to the messages in it and take action on these messages using the Telephony User Interface TUD Cisco UE is not a unified messaging system and therefore does not allow access to voice messages by any means other than the TUL The following voice mail features are available to a subscriber Mailbox login and PIN Mailbox tutorial Personal greeting Alternate greeting Spoken name Message management Message playback control Message waiting indicator Mailbox full notification Message reply and forward Private or urgent messages Envelope information Message playout sequence Zero out destination Local and remote nondelivery notifications Distribution lists CEE CEE Caller Features Two types of callers interact with a voice mail system o A customer or vendor who calls your business The person he or she wants to speak to is unavailable or is already busy on the phone and the call forwards to voice mail The caller hears the greeting of the person he or she called and then leaves a voice message for that person An employee of your business who calls into the voice mail system to check or retrieve his or her messages All callers interact with the voice mail system by using the TUI only The following features are available to the first type of caller the person calling to leave a message and ar
10. The next chapters cover Cisco UE troubleshooting specific to the AA and voice mail applications COCO CEE BEAL Chapter 20 Troubleshooting Cisco UE Automated Attendant This chapter covers the following topics Troubleshooting problems that may occur with a customized automated attendant AA Tracing a call flow through AA from call arrival at the AA pilot number to the call s transfer to the destination extension This chapter discusses how to troubleshoot operational and runtime issues with developing and deploying the Cisco Unity Express UE customized automated attendant AA application Chapter 3 Cisco IPC Express Architecture Overview provides an overview ofthe Cisco UE AA and voice mail system components and architecture As such it is a good foundation for the topics discussed in this chapter A key software component of Cisco UE is the Customer Response Solutions CRS software CRS is the infrastructure leveraged by all other Cisco UE applications including the AA CRS is also the component used to implement the customized AA applications CE BEAL CEE Troubleshooting a Customized AA As discussed in Chapter 9 Cisco IPC Express Automated Attendant Options Cisco UE allows you to create up to five customized AA applications or top level scripts for each Cisco UE system Creating and deploymg such applications involves the following steps Step 1 Establish clear requirements for your AA applicati
11. Installing Hardware and Software Cisco routers and Cisco UE ship from the factory premstalled with the hardware and software you ordered Unless you have to upgrade the software there is no need to do an installation when you unpack your equipment If you have to make changes from what was ordered or if you re reusing older equipment power down the router insert the hardware components and power the router back up Refer to Cisco com for instructions for all types of hardware Follow the software installation instructions for Cisco CME and Cisco UE provided in Chapter 13 Ensure that you have an IP Voice or greater image running on your router You should install the releases of Cisco CME and Cisco UE that have the feature complement you re interested in Install at least Cisco CME 3 2 12 3 11T or Cisco UE release 2 0 to get the features discussed in this chapter Configuring Router IP Addressing Connect to your router s console port and enter an IP address for the Ethernet interface so that you can connect the router to your network interface FastEthernet0 0 ip address 10 1 235 1 255 255 0 0 Also set your router s host name to a descriptive string For Site A the name is cme 3725 hostname cme 3725 Setting the Router Clock Ensure that the clock is set correctly on your router for example cme 3725 clock set 10 00 00 19 Aug 2004 You might also set the router clock using Network Time Protocol NTP The details are giv
12. Name Fields CEE Se CEE Dial Plan Considerations Cisco UE deployed with Cisco CME requires that the IP phones that have mailboxes all have extensions of the same length The specific length of the extension does not matter the length of the extensions can be anywhere between one and 16 digits as supported by Cisco CME What is important is that all extensions with mailboxes must be of the same length on a particular Cisco CME and Cisco UE system Chapter 7 covered various ways in which you can manipulate digits on dialed numbers to translate PSTN numbers E 164 numbers into local extensions o Cisco IOS dial peer commands Cisco IOS translation rules Cisco CME dial plan pattern commands Another way to configure the mappmg from PSTN numbers to internal extensions is by usmg the E 164 number configuration of Cisco CME and Cisco UE These fields essentially associate a second numberthe fully qualified E 164 numberwith the extension or mailbox so that dialing either number terminates on the correct extension or mailbox Cisco CME has a Secondary Number field as shown in Example 10 10 You can access this same field by using the GUI by navigating to the Configure gt Extensions screen Filling in the Secondary Number field on that screen associates an additional number with the extension so that calls dialing the extension directly likely other IP phones and calls dialing the DID number likely PSTN callers terminate on the phone
13. System image file is flash c3745 ipvoice mz 123 11 T2 Cisco 3725 R7000 processor revision 0 1 with 111616K 19456K bytes of memory Processor board ID JAB0606800M R7000 CPU at 240MHz Implementation 39 Rev 3 3 256KB L2 Cache 2 FastEthernet interfaces 31 Serial interfaces 2 terminal lines 2 Channelized T1 PRI ports 1 ATM AIM 2 Voice FXS interfaces 2 cisco servic ngine s DRAM configuration is 64 bits wide with parity disabled 55K bytes of NVRAM 31360K bytes of ATA System CompactFlash Read Write The show running config Output Example 15 54 provides the show running config output for the Site A Cisco CME router Example 15 54 show running config Output for the Site A Router cme 3725 show running config Building configuration Current configuration 8014 bytes Last configuration change at 22 13 14 PST Sat Oct 2 2004 NVRAM config last updated at 21 35 27 PST Sat Oct 2 2004 version 12 3 service timestamps debug uptime service timestamps log uptime no service password encryption j hostname cme 3725 j boot start marker CEE SSL CEE Summary This chapter walked you step by step through a sample setup ofa two site network The system at Site A was configured from the start to a fully operational system Additionally a number of key Cisco CME call processing and phone features were configured on Site A Site B s configuration was not exp
14. o Phone and user features System features such as music on hold MOH and paging Call forward transfer and conference Phone applications Configuring Phone and User Features In this section you configure several phone and user related 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 CEE CEE Step 8 Interconnecting Multiple Cisco IPC Express Systems In the preceding seven steps you set up the entire Cisco IPC Express system at Site A with examples of the most commonly deployed features you will require for your office Although the Site B configuration was not discussed step by step its configuration is very similar to that for Site A with extensions starting at 3001 instead of 2001 You cannot yet make calls between Sites A and B because there is no dial plan to route calls between the sites To achieve this first ensure IP routing between the sites In the sample configuration being built in this chapter Site A has an IP address of 10 1 235 1 with a netmask of 255 255 0 0 and Site B has an IP address of 10 1 229 1 with a netmask 0f255 255 0 0 so these systems can easily reach each other If your sites IP addressing is more sophisticated do the necessary configuration to achieve IP routing between your sites Ensure that you see routes between the IP ad
15. All messaging between the application and the phone passes through Cisco CME and is interpreted by the Cisco CME software On the right side of the figure is an XML application The phone has a URL that points to a server The server application writes to the phone display using HTTP Figure 12 1 TAPI and XML Application Architecture View full size image BEL Fe prey NEXT CEE TAPI Applications TAPI is a Microsoft software application interface for integrating telephony services into Windows based PC applications Cisco CME provides telephony services via a TAPI Service Provider TSP interface to applications The TSP allows TAPI based applications such as Microsoft Outlook and Microsoft Customer Relationship Management CRM to provide call control to the IP phones connected to Cisco CME Other TAPI based applications are available in the industry such as automatic dialers You can use these applications to control an IP phone to make and receive calls via a computer or to trigger database lookups based on caller ID The following sections describe TAPI in more detail including the following topies The Cisco CME TAPI Light implementation and capabilities Cisco CME TSP functions Cisco CRM Communications Connector Cisco CME TAPI Light Cisco CME offers a TAPI Light capability which is not a full TAPI implementation but a selection ofthe applicable components for Cisco CME The implementation consists oftwo parts one pa
16. Express includes the call processing software Cisco CME the IP Communications platform the IP based applications and the IP based endpoints Cisco CallManager Express Cisco CME is a Cisco IOS based call processing system that provides a wide range of IP telephony features for small or medium sized busmesses and enterprise branch offices with up to 240 users Cisco CME provides a cross section of traditional telephony features in addition to advanced converged features that are unavailable on most traditional telephony solutions Businesses can also select between key system and PBX modes of operation or a combination of the two on a single network Because Cisco CME is completely IP based call processing software the software design has no physical connection constraints This means that you can configure numerous phone and Public Switched Telephone Network PSTN trunk combinations on Cisco CME delivering a range of applications for businesses For example the hunt group feature lets you program multiple phones in your business to have extensions that ring sequentially In other words when the first phone is busy or receives an incoming call that is not answered the call rolls over to the second phone in the hunt group in sequential order and so on In a busy business environment the hunt group feature or the shared line multiline appearance feature allows many options for implementing call coverage such that any group of employees can ans
17. GDMs troubleshooting logging in to mailbox full notification messages envelope information management nondelivery notification playout sequence waiting indicator zero out destination orphaned personal greeting subscribers distribution lists tutorial unassociated users in GUI troubleshooting usage statistics displaying main aef script 2nd managed services model managing Cisco UE mailbox messages mailbox full notification message playout sequence message waiting indicator multisite Cisco IPC Express systems standalone Cisco IPC Express systems many to one intercoms configuring Message Waiting Indicator See MWI messages Cisco UE logging envelope information mailbox full notification message waiting indicator nondelivery notification on phone display playback control playout sequence zero out destination MIBs supported by Cisco CME migration strategies misconfigured AA avoiding dialplan patterns debugging CEE Sa CEE Index A B C D E E G H H K L IM N O E Q R S T LU V WI X 2 name fields NAT Network Address Translation and IPv4 address shortage NDRSs nondelivery receipts troubleshooting NetIQ Vivinet Manager network problems troubleshooting DHCP physical layer TETP VLAN night service bell configuring 2nd non dialable intercoms configuring NTP source configuring on Cisco UE zem CEE
18. IP Connectivity To check IP connectivity between your PC and the Cisco CME router open aDOS command window on your PC and ping the IP address ofthe Cisco CME router The PC should be able to ping the router with a 100 success rate The HTTP Server Isn t Enabled on the Router CEE Se CEE Summary This chapter covered some of the initial system setup problems you may encounter such as the registration of IP phones with Cisco CME and GUI connectivity operation You learned various ways of identifying phone registration problems and the configuration changes to solve them The phone display is one of the key tools used to isolate problems with phone registration and operation The areas of VLAN DHCP and TFTP configurations were examined You saw how these settings may affect phone registration issues Basic call flow debugging was covered You learned how to trace a call setup from ofF hook to dialing and media establishment to call disconnect You can use this knowledge if you have to troubleshoot a call setup or establishment problem This chapter also discussed the basic techniques of troubleshooting GUI issues when administering Cisco IPC Express It showed the steps required to narrow down the problem and then use the available commands on Cisco CME and Cisco UE such as debug and trace to obtain more detailed information to determine the problem This chapter covered the basic setup options for ensuring that the GUI works properl
19. Should you have DID numbers for all or some of your employees Do you prefer a Key System type of operation where a series of PSTN numbers appear as distinct line appearances on a number of phones and any employee can pick up any call There is interaction between your business needs the PSTN service you get from your provider the capabilities of the physical connection to the PSTN and the Cisco CME configuration IP phone button appearances to use The physical connection is likely dictated in large part by cost your office s geographic location and the number of voice channels your office needs You may desire DID service for your business However if it s not offered in your area at a cost effective level you have little choice but to settle for non DID service The following sections explore considerations about how calls may be routed depending on whether you have DID service and even if you do how you can handle calls to non DID destinations within your business PSTN Call Switching with DID Enabled Many offices deploying Cisco CME have DID capability from the PSTN provider for some subset of employees PSTN calls to DID destinations can be switched automatically to the employee s phone without any manual intervention There are two situations to consider depending on how DID numbers are allocated to destinations within your business O All employees the AA and voice mail pilot numbers have DID numbers assigned In this co
20. The Gisco 7940G and 7960G IP Phones The isco 7914 Expansion Module The Gisco 7935 and 7936 IP Conference Station The Cisco 7920 Wireless IP Phone The Cisco Analog Telephony Adaptor The Cisco IP Communicator Softphone Firmware Files for IP Phones Resetfing and Restarting the Phones Erasir the Phone Configuration Accegsing Call Parameters for an Active Call Sumnja Chapter 5 Cisco CME Call Processing Features IP Ph nes and IP Phone Lines Implefnenting Shared Lines and Hunt Groups Creating an Intercom UsingfPrivate Lines Paging plefmenting Overlays Invoking Call Pickup Customizing Softkeys Configuring Call Transfer and Forward Sumnia Chapter 6 Cisco CME PSTN Connectivity Options Truhk Signaling Systems CiscofIOS PSTN Telephony Interfaces PSTN Call Switching Digit Manipulation PSTN Trunk Failover S Chapter 7 Connecting Multiple Cisco CMEs with VoIP Co isfllerations When Integrating Cisco CME in H 323 and SIP VoIP Networks Integrpting Cisco CME in an H 323 Network DTMF Relay for H 323 Call Transfer and Call Forwarding in an H 323 Network Using H 450 Services Integrpting Cisco CME in a SIP Network Sum pan i er 8 Integrating Cisco CME with Cisco CallManager Go of Interoperability BasiclCalls Between Cisco CallManager and Cisco CME Call Transfer Call Horwarding Conn cted Party Name and Number Services Using H 450 x Tandem IP to IP Gateway S Nid Chap
21. The critical parameters are the server s IP address and the appropriate directory path Use the commands show backup server and show backup history to ensure that the configuration is set up properly Ping the FTP server to ensure that it can be reached The backup path specified in the Cisco UE configuration shows the default FTP path Check the path set on the server to ensure that the proper directory has been selected Backup or Restore Cannot Start The FTP server for backup and restore might require a user login and password this is an optional but recommended configuration Also some FTP servers limit the transferable block of data to a certain size Ifa login is configured on your FTP server verify that you have permission to read and write on the FTP server Ifthe backup server has been configured but cannot be reached when the backup process starts the system shows an error message as shown in Example 19 32 Example 19 32 Backup Restore Error Message CEE Se CEE Summary This chapter provided an overview of the troubleshooting tools and techniques to be used with the Cisco UE system You learned about potential problems with basic connectivity between the host router and the Cisco UE application including tracing the RBCP messages Isolating installation startup and other connectivity problems were covered next This chapter also discussed backup and restore functions to show how to troubleshoot problems in this area
22. a Cisco IOS router with telephony capability On the other hand if you are looking at the Cisco IPC Express system as an integrated single box office communications system the router technology included in the platform might be a secondary consideration for you As covered in Chapters 1 and 2 Cisco IPC Express is supported on a range of low end and mid range router platforms You can choose from among these to provide the appropriate level of connectivity and processing power for the services your office requires Cisco IPC Express is composed of two main components o The call processing engine called Cisco CME including communications endpoints such as the IP phones Optional applications such as automated attendant AA voice mail offered by Cisco UE and IP phone based XML and Telephony Application Programming Interface TAPT applications provided by external application servers This chapter takes an architectural overview of these components and how they interact COCO Se CEE Cisco IPC Express System Architecture Figure 3 1 shows the overall software architecture ofa Cisco IPC Express system Cisco CME and its internal components are on the left and Cisco UE and its components are on the right The Cisco CME software the call processing software runs as part of Cisco IOS on the host router platform Cisco UE runs in a Linux based embedded environment on a hardware module that slots into the host router Figure 3 1
23. at least on initial inspection IP phones do behave in very similar ways for basic call operations When you lift the handset you hear dial tone When an incoming call arrives the phone rings Phone users expect this behavior which makes the introduction of IP phone technology as a replacement for traditional TDM based telephony relatively painless for the vast majority of nontechnical phone users In the case of traditional TDM based telephony the basis of the phone user interface is rooted in the physical structure of the typical digital TDM PBX This in turn has its roots in the analog PBX systems that preceded it With IP telephony some conscious and deliberate effort has gone into replicating the traditional phone user interface because many of the historic engineering considerations that dictated design in the TDM PBX world are no longer applicable This is well illustrated by considering the idea of phone extensions or phone lines for IP phones In an analog PBX or Key System the number of twisted pair cables connected to the phone determines how many lines the phone has access to If you want more phone lines you have to add more wires This is still mostly true for digital TDM phones An example is a Basic Rate Inerface BRI phone with a twisted pair cable carrying 2B Dthat is two bearer channels audio plus one data channel signaling For an IP phone there is no direct relationship between the physical wiring and the number
24. by the Cisco CME or another H 323 device on all calls that negotiate the media path using H 245 before the call is connected This delayed negotiation can lead to a minor delav tvnically about a quarter of a second in establishino the audio nath when the call actually connects This CEE CEE Call Transfer Cisco CallManager and Cisco CME implement significantly different approaches to handling call transfer These differences are related to the basic architectural differences that exist between a highly centralized CallManager and fully distributed Cisco CME VoIP network architecture In Cisco CME the preferred mechanism for handling call transfer is H 450 2 This allows calls to be transferred in a highly optimized fashion not only between phones on the same Cisco CME system but also between different Cisco CME systems This is a significant attribute when you consider that Cisco CME based VoIP networks can include hundreds or thousands of individual CME nodes Each CME node is a distinct and separate H 323 device with autonomous call processing In Cisco CallManager the call transfer mechanism is designed to allow calls to be transferred between hundreds or thousands of IP phones controlled by the same Cisco CallManager or CallManager cluster Furthermore in a Cisco CallManager environment there is a significant need to separate the H 323 control path from the H 323 media path Because a single Cisco CallManager server can be req
25. networks varies widely which causes some challenges in deploying these services within multivendor H 323 networks Even within the overall Cisco voice product line support of these services is not yet widespread CEE CEE Integrating Cisco CME in a SIP Network Much of what you ve read about linking Cisco CME systems over WAN VoIP links for H 323 also applies to SIP so a lot of the heavyweight detail that s been covered for H 323 is not repeated here Instead the following sections focus on some ofthe differences between SIP and H 323 implementations This approach also helps you understand some of the issues associated with investment protection for your VoIP network and hopefully provides some reassurance about picking the right protocol for intersite calls Cisco Systems is agnostic about protocols In that spirit you ll see how Cisco CME provides you with flexibility and safeguards against protocol dependencies A major point that should be made here is that IOS and Cisco CME s support of SIP is primarily for SIP trunking or using SIP as a protocol to connect calls between peer Cisco CME systems over a WAN link This is primarily a property inherited from the Cisco IOS Voice Infrastructure functionality that underlies Cisco CME This is quite a different usage case than that of connecting SIP phones directly to Cisco CME However you can host SIP phones directly on Cisco CME 3 0 because the same Cisco IOS 12 3 4 T code also independen
26. references vm message on delete cascade on update cascade foreign key MailboxId references vm mailbox on delete cascade on update cascade primary key Messageld MailboxId Se CEE Sa CEE Table vm_config create table vm_config Parameter varchar 32 no Value varchar 256 no null null primary key Parameter 7 Se CEE Table vm_dbversion create table vm_dbversion dbversion integer timestamp date createtime time primary key dbversion CEE not null not null not null CEE Se CEE Table vm_greeting create table vm greeting Greetingld varchar 64 not null GreetingType integer not null MessageLength integer MessageSize integer i GreetingOid OID P MailboxId varchar 64 not null foreign key MailboxId references vm mailbox on delete cascade on update cascade primary key Greetingld Se Fe prey NEXT Table vm_job create table vm job Jobld Messageld Recipients LocalDomain LocalPhonePrefix HasSpokenName TaskId primary key JobId serial varchar 128 bytea varchar 64 varchar 20 boolean bigint no no no no no aaa mA Tilly 115 14 r r 11 default false 11 default 0 CEE A PREY NEXT W Table vm_mailbox create table vm_mailbox MailboxId varchar 64 MailboxType integer Description varchar 64 MailboxSize integer MessageSize integer Tutor
27. which it is attached Hence the first button on a Cisco 7914 is configured as the seventh button on the Cisco 7960G IP Phone and the 14th button of the Cisco 7914 is configured as the 20th button Example 4 2 shows a typical configuration for a Cisco 7960G IP Phone with a Cisco 7914 module attached Example 4 2 Cisco 7914 Configuration Router show running config telephony servic max dn 10 max ephone 10 ip source address 10 0 0 1 port 2000 load 7940 60 P00303020214 load 7914 OSX001124351 create cnf file ephone dn 1 number 1001 ephone dn 2 number 1002 CEE CEE The Cisco 7910G IP Phone The Cisco 7910G IP Phone shown in Figure 4 4 is a low end phone that is part ofthe same family of phones as the Cisco 7960G and 7940G The primary difference is that the Cisco 7910G phone has only a two line display and no softkeys The Cisco 7910G supports English only and does not support XML capabilities Figure 4 4 Cisco 7910G IP Phone Hardware The Cisco 7910G IP Phone comes in two flavors the Cisco 7910G and the Cisco 7910G SW models The Cisco 7910G has a standard 10 Mbps Ethernet interface and the Cisco 7910G SW is equipped with two 10 100 Ethernet interfaces The ports are marked as 10 100SW and 10 100PC respectively The functionality of the ports is similar to the Cisco 7960G IP Phone where one port can be connected to a LAN switch and the other port can be connected to a PC The Cisco 7910G supports only a single line e
28. 21 Correct Response from the Host Router to Cisco UE gt only eth0 exists we must be running on an AIM gt only eth0 exists we must be running on an AIM Router communications servers initializing complete IOS IP Address Registration complete The following few sections discuss troubleshooting problems during application bootup and communication issues between Cisco UE and the host router Checking Console Output on the Cisco UE Hardware If you are having a problem opening a session to the Cisco UE module or you don t see any output on the console you can use the following command to check the console messages on the Cisco UE module without needing to open a session to the Cisco UE module router test service module service engine slot unit console By default this command displays the most recent 80 lines stored in the console buffer However it is possible to specify an offset of greater or less than 80 or to view all the messages stored in the console buffer Checking the RBCP Communication To check the RBCP status on the Cisco UE module from the router you can use the following test command router test scp ping slot This command sends a ping to the Cisco UE module as an RBCP message using operational code opcode 0x1 1 If CEE CEE Troubleshooting the Initialization Wizard The Cisco UE Initialization Wizard is a GUI tool provided to complete the installation of the system as covered in Chapter 13 Aft
29. 82 pots destination pattern 82 port 1 0 0 ephone dn 10 number 1010 name manager ephone dn 11 number 1082 name private line trunk 82 ephone 1 button 1 10 2 11 Example 5 25 shows ephone 1 configured with two lines Button 1 is a normal extension number 1010 using ephone dn 10 Button 2 1s the private line using ephone dn 11 Incoming PSTN calls on FXO port 1 0 0 are routed directly to ephone 11 extension number 1082 by the connection plar opx 1082 command that is shown under voice port 1 0 0 Outgoing calls on the private line are routed to voice port 1 0 0 by the trunk 82 command within ephone dn 11 This causes all calls dialed on ephone dn 11 to have the digits 82 prefixed to the dialed number The 82 prefix causes the calls to match to the destination pattern 82 in dial peer 82 and thus selects voice port 1 0 0 for the outbound call When the phone user dials the number such as 555 0510 the trunk command prefixes the digits 82 to create the number 825550510 The leading digits 82 match the destination pattern for the voice port dial peer The leading 82 digits are stripped off and the remaining digits 5550510 are forwarded to the PSTN line Note that in some cases you may need to adjust the time delay before the digits are passed to the PSTN line to avoid their being sent before the PSTN line is ready to accept them You can do this using the prefix command under the POTS dial peer and using commas to insert 1 second units
30. CME External Voice Mail Options Cisco UE is a typical voice mail system that includes all the common features you would expect from a low end voice mail system including personal mailboxes subscriber login control sending listening to saving deleting and forwarding voice messages recording greetings and a spoken name for each mailbox and directing calls to voice mail after the user s phone has rung for a configurable number of cycles Additionally Cisco UE offers voice mail networking between different sites in your network broadcast messaging and distribution lists Cisco UE also provides a number of general delivery mailboxes GDMs that you can use for functions in your organization such as the factory or the sales desk as opposed to being assigned to an individual employee CEE CEE Cisco UE Voice Mail Overview Cisco UE is a small to medium office or enterprise branch office voice mail system that you can use with either Cisco CME or Cisco CallManager as the call control agent for directing the calls and managing the IP phones When deployed with Cisco CME Cisco UE is a local collocated voice mail system integrated into the same router chassis as Cisco CME With Cisco CallManager Cisco UE represents a distributed voice mail system with a centralized call control agent in the network Because this book focuses on Cisco CME this chapter covers only Cisco CME network deployments and operation in detail If you are interest
31. Cisco CallManager in a centralized distributed or hybrid model Cisco IPC Express A Cisco IOS integrated call processing component that is coresident in the router at the site Cisco IPC Express is cost effective at the low end and can provide IP telephony services at sites requiring up to 240 phones For a multisite network Cisco IPC Express inherently represents a distributed call processing model because the call control is built into the router at each site Cisco also offers other call processing components such as the Cisco BTS 10200 Softswitch on Cisco com search for BTS 10200 and the Cisco PGW 2200 Softswitch on Cisco com search for PGW 2200 However these are used primarily in SP networks for residential or large scale voice services such as a long distance carrier service They are not deployed as the call processing component in a standalone business or small or medium enterprise which is the focus of this book Therefore these products are not covered here in any further detail Considering the Cisco CallManager and Cisco IPC Express products the network design decision at hand is not only centralized versus distributed but also which product is the best choice for which site The following sections explore the key trade offs to help you determine which design might best fit your network Cisco Call Manager Networks Many large enterprises comprising hundreds or thousands of sites find a centralized Cisco CallManager n
32. IOS based Cisco CME systems which you ll learn more about in Chapter 7 Connecting Multiple Cisco CMEs with VoIP The good news is that with the right software and configuration there are workable solutions for most of your VoIP call transfer and forwarding needs Ina VoIP network getting an optimized system working for call transfer and forwarding requires the active cooperation of all endpoints involved in a call transfer or call forward This means your ability to perform a call transfer or forward depends on the capabilities of the calling party s VoIP system as well as your Cisco CME system configuration A call transfer also depends on the capabilities of the final VoIP system that you are transferring the call to In traditional TDM based PBX telephony call transfer and forwarding usually operate within the limited scope ofa single PBX system and therefore are simpler operations For example you are often limited to call transfers between extensions on the same PBX only Ina VoIP based system you can potentially transfer or forward calls between any VoIP endpoints regardless of their physical location Of course being able to do this in practice requires making sure that you have support for transfer and forwarding built into all your VoIP endpoints With Cisco CME you have three basic choices for the protocol used to support call transfer and forwarding for H 323 VoIP calls Standards based H 450 Strongly recommended because it
33. IP based network By doing so you save not only the costs of maintaining separate PBXs or key systems from a variety of vendors but also the expense of maintaining a multiple platform network with IP and non IP traffic Some small or medium business owners require multiple devices for data and voice communications such as phones routers switches security appliances and application servers Such business owners not only have to incur the costs of acquiring the equipment but also have to purchase maintenance contracts from different vendors and integrate all these devices and appliances into the network When a communication breakdown occurs it can be unclear which device is responsible and therefore which vendor to call for support Cisco IPC Express s integrated architecture simplifies these deployment and maintenance activities and reduces equipment and support costs Reduce Upgrade Costs By migrating from a PBX or key system to Cisco IPC Express your business can eliminate the need to upgrade individual PBX and key systems often from disparate vendors PBX or key systems nearing the end oftheir product or lease life cycles must be replaced or substantially upgraded to enable the latest applications Reduce Wiring Costs Cisco IPC Express lets you optimize a building s wiring Both computers and IP phones use the same Ethernet port thereby requiring only a single type of wiring in a building In addition only a single Ethernet port or
34. LAA naa I1Icac an REDE SS AAN AEK WMIOAV Fla CEE Se CEE Voice Mail Deployment Considerations Cisco IPC Express deployment options were covered in Chapter 2 Building a Cisco IPC Express Network Three primary deployment models with Cisco CME and voice mail using Cisco UE were discussed Standalone office Multisite business or enterprise Service provider managed multisite network You can deploy Cisco CME without Cisco UE either completely without an AA or voice mail or with alternate volce mail solutions as covered in Chapter 11 However Cisco UE was specifically designed to provide these applications with Cisco CME It offers the greatest breadth of features and the highest level of integration You can choose to deploy Cisco UE at only some sites in your network while the remaining sites have either no voice mail or have voice mail provided by Cisco Unity or an alternate system As explained in the preceding section Cisco UE can network voice messages with other Cisco UE sites as well as with Cisco Unity sites Before Cisco UE release 2 0 if Cisco UE and Cisco CME were deployed together at a site they had to be present in the same router chassis As of Cisco UE release 2 0 you can house Cisco UE on a router that is physically separate from the one that provides Cisco CME call processing services to your site This is not a likely or preferred deployment option but in some cases you may have an existing router you want to r
35. Restrictions always apply in one way only Hence COR configurations are needed individually for both incoming and CEE Se CEE Summary In this chapter you learned how to troubleshoot some ofthe more sophisticated features commonly used in Cisco CME such as dialplan patterns call transfer and conference MOH directory services and COR Some of the important debugs and show commands such as debug ephone detail debug ephone moh and show ephone were also discussed in detail The output of these debug commands is a very useful tool for troubleshooting other Cisco CME features as well The next chapter focuses more on issues related to the integration of Cisco CME with Cisco Unity and H 323 gatekeepers Sa CEE Bet Ferrey Next Chapter 18 Troubleshooting Cisco CME Network Integration This chapter covers the following topics Integrating Cisco CallManager Express CME with Cisco Unity voice mail Using a centralized Cisco Unity system with a network of Cisco CMEs Troubleshooting call transfers and call forwards Troubleshooting transcoding Troubleshooting H 323 GK integration In the preceding chapters you learned about the Cisco CallManager Express CME architecture as well as how to implement and troubleshoot its different features This chapter discusses advanced troubleshooting topics in which Cisco CME is networked with other systems such as other Cisco CMEs at multiple sites in your network and with a Cisco Unity
36. SP or installed and maintained on the premises by a local value added reseller VAR or systems integrator SI IP telephony can be as advantageous to this type of small business as it can to a large enterprise with considerable IT expertise Voice services to small companies such as these traditionally have been provided either by centrex services or by a key system installed by a VAR or SI Data service was provided by the local Internet service provider ISP which placed some type of CPE onsite and managed it from a central point For any site except the very smallest of perhaps only one or two employees the CPE equipment would include a router and basic security services such as a firewall The next several sections explore different aspects of the standalone office network including the network architecture applications management and security services deployed CEE Sa CEE Summary In this chapter you learned how and where to deploy Cisco IPC Express technology to its best effect for your business You gained insight into how Cisco IPC Express fits into different types of networks and the business trade offs for choosing Cisco IPC Express or other Cisco IP telephony options This chapter highlighted the PSTN connectivity WAN connectivity applications management and security considerations for different types and sizes of networks It also explored how technology and network architecture underscore your business management phi
37. The physical appearance of these two phones is very similar except for the additional Ethernet port available on the Cisco 7912G Figure 4 5 Cisco 7905G IP Phone A Hardware The Cisco 7905G has a single 10 Mb Ethernet interface The device requires 48V DC power to operate which can be provided from an inline Cisco LAN switch or an external power supply unit The Cisco 7905G has a pixel based LCD screen Note The Cisco 7905G IP Phone is the only model where Cisco CME supports only the G series model and not the ordinary Cisco 7905 IP Phone The Cisco 7905 is an H 323 phone and Cisco CME supports only SCCP based phones such as the Cisco 79056 The Cisco 7912G has two 10 100 Mbps Ethernet ports and functions similar to the Cisco 7960G phone The power supply can be provided from an inline power LAN switch or an external power supply Both the Cisco 7905G and 7912G phones support a single line button and have an additional four buttons for hold transfer conference and dialing voice mail The phone is also equipped with a listen only speakerphone mute button volume control keys and a rocker button to scroll through the LCD screen The function of the softkeys changes depending on the phone s state The softkeys can be programmed for various states of the phone such as the Cisco 7960G The hold function button is not a part of the softkey set A dedicated button for this function is located on the left side of the rocker butt
38. Type C2600 Chassis Serial FSJC0400673 Module Type AIM Module Serial FHHO7330001 Example 19 2 uses the show software version command to display the versions of the Cisco UE software components installed on the system Identifying the installed software versions is important when troubleshooting interworking issues For example some Cisco UE features might be supported only with a certain version of Cisco CME or Cisco UE Example 19 2 Displaying the Software Version CUE Show software version Installed Packages Bootloader Primary 1 0 17 Global 2 0 0 12 Voice Mail 2 0 0 12 Bootloader Secondary 2 0 0 Core 2 0 0 12 Auto Attendant 2 0 0 12 Installed Languages US English 2 0 0 0 CEE CEE Troubleshooting Installation Problems When you install a Cisco UE module problems might occur in downloading the software package These problems might be caused by network connectivity or package issues This section discusses some common problems that might occur during software installation of Cisco UE and ways to troubleshoot them Network Connectivity Issues Ifthe Cisco UE module is unable to establish contact with the FTP server where the software load resides the error shown in Example 19 13 occurs when you attempt to install the software Example 19 13 Installation Failed cueinstaller gt software install package url fip username password 1 3 61 61 cue vm 1 1 0 6 pkg RAMDisk mounted Connecti
39. Voice Mail Options BEL Fe prey Next a CEE Security Best Practices for Cisco CME Cisco IPC Express provides integrated IP communications on Cisco IOS routers Therefore the same security best practices recommended for all Cisco IOS voice enabled routers also apply to Cisco CME In addition you should implement Cisco CME specific security practices to provide additional security protection This section explains how you can set up the Cisco CME using the CLI to prevent users from intentionally or accidentally gaining system level control from the GUI as well as local or remote CLI access Securing GUI Access A Cisco IOS router authenticates an administrator CLI login against the enable password only and the default setting for HTTP access is ip http authentication enable Ifthe system administrator customer administrator or phone user has the same password as the router s enable password he or she can gain level 15 EXEC privilege access to Cisco IOS via HTTP A normal IP phone user can then accidentally change the Cisco CME configuration erase Flash or reload the router when logging on to this URL http cme ip address You should configure the following commands for Cisco CME to use AAA or local authentication to prevent a normal user from gaining access to the enable password and therefore having access to the system administrator page ip http authentication aaa or ip http authentication local Note Note that a
40. a higher number ofephones and ephone dns configured The GUI is a shared interface for Cisco IPC Express and therefore contains elements for both Cisco CME and Cisco UE Common GUI Problems and Solutions This section explains some ofthe basic problems that may come up while using GUI The browser doesn t start Lack of IP connectivity Incorrect browser version and wrong browser settings The HTTP server isn t enabled on the router GUI files are unavailable in the router s flash You also learn how to determine what the problem is The Browser Doesn t Start When the browser doesn t start take the following approach to narrow down the problem Step 1 Check IP connectivity between your PC and the Cisco CME router Step 2 Check the browser and revision Only Internet Explorer IE 6 0 with JScript 5 6 or later is supported Step 3 Check the IOS configuration You should see the ip http server and ip http path flash statements in the router configuration Step 4 Ensure that all the required Cisco CME GUI files are present in the router s flash Missing a crucial GUI file or having the wrong version of the file causes the browser not to launch properly Step 5 Determine ifthe problem is with the browser Use the same browser to access Internet web pages to see ifthe problem persists Step 6 There may be conflicts with other Java installations running on the PC Disable other Java applications to see ifthat improves the situation
41. and removing data from the Cisco CallManager database using an XML SOAP interface The AXL API allows programmatic access to Cisco CallManager data in XML form instead ofusing a binary library or a Dynamic Link Library DLL The AXL API methods or requests are performed using a combination of HTTP and SOAP The HTTP payload is encapsulated in SOAP which is essentially an XML remote procedure call protocol User requests send XML data to the Cisco CallManager server which returns an AXL response encapsulated m a SOAP message Cisco CME extends the AXL SOAP capabilities by providing XML APIs for monitoring and configuring IP phones and extensions A Network Management System NMS might use the Cisco CME AXL SOAP APIs to poll the Cisco CME network elements NEs including IP phones and extensions As with the AXL protocol communication between an NMS and Cisco CME is based on an HTTP data exchange and can be initiated only by polling from the NMS However Cisco CME can enable or disable the sending of data as well as control the polling interval Note AXL SOAP APIs for NMS configuration and monitoring are supported only by Cisco CME not by Cisco UE The next sections describe the features supported by the Cisco CME AXL SOAP APIs and a test procedure to check if your Cisco CME is set up properly to respond to the AXL SO AP queries The Cisco CME AXL SOAP Interface The Cisco CME AXL SOAP APIs provide many capabilities for monitoring and configuri
42. and status using a variety of show commands Event logging to log files including information warning error and fatal messages A tracing facility showing detailed information on system events information and decisions similar to Cisco IOS debug information Viewing Generic System Information This book provides you with information about Cisco UE so that you can troubleshoot and fix most of the common problems you might encounter In case you still have to contact the Cisco Technical Assistance Center TAC for additional support however it is helpful to provide the Cisco TAC with some basic information about your system This basic information includes the software version the software license the current configuration of the Cisco CME and Cisco UE components and some information about the current usage of the system This section describes how to view that basic information Example 19 1 uses the show version command to provide information about the hardware form factor of the Cisco UE module the model type of the router that is hosting the Cisco UE the speed with which CPU is running and additional hardware specific information One thing to note is that the AIM CUE runs at 150 MHz if it is hosted on 2600XM or 2691 series access routers In other routers it runs at 300 MHz Example 19 1 Displaying the System Version CUE show version CPU Model Celeron Coppermine CPU Speed MHz 154 926 CPU Cache KByte 128 Chassis
43. as any IP phone would Applications in this category include softphone PC applications such as the Cisco IP Communicator and IP Blue Software Solutions softphone More information about IP Blue can be found at http www ipblue con Set CE SSL e pre NEXT TAPI and XML Application Architecture TAPI applications interface directly with the Cisco CME call processing software to control the call processing signaling events that apply to an IP phone For example a TAPI application can answer a call on behalf ofa phone make the phone go of hook or disconnect a call Windows based screen pop applications typically use TAPI XML applications interface directly with the IP phone and leverage its HTTP capabilities The phone has one or more URLs as part of its software load that it accesses when buttons such as the services or directory keys are pressed The XML application renders some text or graphics on the phone s display Cisco CME call processing is not involved in this application interchange XML applications control the phone display while the phone is idle that is not ona call Figure 12 1 shows how TAPI and XML applications interface with Cisco CME and its IP phones The left side of the figure depicts a TAPI application An employee has an IP phone and PC on the desktop The PC runs a productivity application such as a contact management application that provides a screen pop based on caller ID whenever a call starts ringing
44. as authentication authorization and accounting AAA Remote Authentication Dial In User Service RADIUS NTP for clock coordination Network Trivial File Transfer Protocol TFTP access to install and reload the router Voice and data virtual LANs VLANs and inline power if supported and used Security features such as network address translation Network Address Translation NAT and firewall In addition to these items you must configure the basic aspects of Cisco IPC Express e Turn on Cisco CME with the telephony service command If Cisco UE is present configure the service engine interface Configure HTTP access for the GUI Install the Cisco CME GUI files into the router Flash Se CEE CEE Configuring IP Phones and Extensions The features and configuration discussed thus far can be configured only via the router CLI because they cannot be accessed through the GUI Cisco CME IP phones and extensions lines are the first features available using the GUI After you successfully log into the Cisco CME GUI as covered in Chapter 13 you might add change and remove ephone dns ephones and speed dial lists and perform other configuration tasks Note Not all the Cisco CME features can be configured via the GUL Some features might require router configuration CLI and others might depend on the privilege level granted with your login The following sections provide some highlights of the GUI configuration Adding an extens
45. browser with the expresso htm file Note that expresso htm is the only file that serves as an entrance to the tool Figure 15 2 shows this tool s main screen where you enter the number of phones the IP addressing whether you have voice mail and if so the pilot numbers for AA and voice mail Figure 15 2 Cisco CME ICT System Parameters View full size image Nesssscssssssesssscsnesssssassscsssssssssssssscnsssscsscsscssssscssssssssssssasscssssassssescassusssscansassssassessssnssssssseasesessssscsscenssacsssssnsncsssasssssssnsssssassasencescescasssscsnsssssscssssssacssnssssacsssssasacesssassncssesssssed Click the Phone Parameters tab on the le Fo 1 IAA A SA 13 y ft panel to go to the next screen shown in Figure 15 3 where you can enter 11 1 F CEE CEE Step 2 Basic Router Setup As soon as you have the equipment on hand the configuration of the real system can start You can do this either by copying and pasting the staging configuration you built in the preceding section or by working through the following sections to set up the basic router and then the Cisco CME and Cisco UE parameters Even if you use the staging configuration it is still recommended that you scan the steps in this chapter This will help you make sure that the parameters in the staged configuration are in fact the values you want for your real system configuration It also helps you make any adjustments along the way to tailor the system for your use
46. different signaling mechanisms and the features each provides to your business You also learned about the Cisco IOS voice enabled router hardware you can choose from to connect to the PSTN The latter part of this chapter focused on PSTN call switching and routing considerations to help you set up and optimize your office to handle PSTN calls in the manner that best fits your business model Se CEE CEE Chapter 7 Connecting Multiple Cisco CMEs with VoIP This chapter covers the following topics General considerations when integrating Cisco CallManager Express CME in H 323 and Session Initiation Protocol SIP voice over IP VoIP networks Integrating Cisco CME into an H 323 network with or without a gatekeeper dual tone multifrequency DTMF relay for H 323 Call transfer and call forwarding within an H 323 network using H 450 Integrating Cisco CME into a SIP network This chapter describes the ways in which you can use Cisco CME as a component ofa larger network using the two major voice over IP VoIP protocolsH 323 and SIPto link multiple Cisco CME systems It examines some ofthe considerations that apply within a networked environment that do not arise in simpler standalone configurations This chapter focuses on the call handling implications of using Cisco CME in a network The administration of networked systems is covered in Chapter 14 Configuring and Managing Cisco IPC Express Systems zem Fe pnev next CEE Consi
47. failure Cisco IPC Express supports Hot Standby Router Protocol HSRP features and can be used with Survivable Remote Site Telephony SRST to deliver increased redundancy and availability for telephony features Refer to the section Other Cisco IP Telephony Solutions for the Enterprise Branch and Small and Medium Offices later in this chapter for more details on SRST Together all this provides a cost effective scalable secure and reliable communications solution that can be easily deployed and managed by both enterprise branch offices and small or medium businesses ofone or more sites CEE CEE Benefits of Cisco IPC Express Cisco IPC Express s unique hardware and software architecture integrating all the telephony routing and application needs that may be required by a growing business yields two categories of benefits lower cost ofownership and productivity enhancements Lower Cost of Ownership One of the most important aspects of the decision to acquire a new communications system is how it affects your budget or cost ofownership The cost includes direct costs such as equipment costs and hidden or indirect costs such as ongoing maintenance or support fees This section describes the benefits of Cisco IPC Express in lowering the total cost ofownership for businesses Reduce Equipment Costs Cisco IPC Express allows enterprises to converge their voice and data network infrastructure from multiple vendors into a single
48. features and data access for the office The small office requires a few PSTN trunks phone handling with typical office features such as transfer and conference an automated attendant AA to handle general or after hours calls voice mail security features such as a firewall and Internet access for e mail and website applications All this is now provided in a single Cisco router based platform for offices ofup to 240 employees Se CEE Se CEE Goals and Methods This book tells you how to use a Cisco IPC Express system to take your business a leap forward Perhaps you are setting up a new office or business replacing an aging solution wanting to move into the IP world to gain the productivity benefits of converged networks for your employees or colleagues or starting a VoIP pilot operation as part ofa larger network Whatever the case this book tells you how the small office IP communications system works how you can configure its rich set of features to meet your needs your choices in administering the system the features and benefits it offers and how to isolate and correct any problems you might encounter For the system integrator or value added reseller this book arms you with the skills to offer Cisco IPC Express to your customers to set it up quickly and efficiently to understand its features and operation and to save time in deploying a leading edge VoIP system for a business owner or customer network This book also helps
49. in 1997 Sarat K hilnani is a product line manager at Cisco Systems and leads a team that is focused on IP Communications in the small to medium business and small office space Khilnani has 18 years of direct telephony experience having worked in software engineering applications engineering technical marketing and product management of telephony products Khilnani has a BSEE from the University of Michigan and an MBA from Santa Clara University Markus Schneider CCIE No 2863 is a diagnostic engineer for the Cisco Systems Voice Networking Team in Research Triangle Park North Carolina He is responsible for helping Cisco customers design implement and troubleshoot IP telephony solutions in their environment He works closely with Cisco development and Technical Assistance Center TAC support teams to provide support for a variety of products and technologies He has been working for Cisco as a network engineer since graduating from Georgia Tech with a BS in computer engineering in 1996 M PREY next Se CEE Acknowledgments Writing this book was a team effort because timing availability and accuracy were critical In the fast moving industry of voice over IP VoIP technology information and products age quickly A single author could not have produced this book in the time needed nor does any one person know all the aspects of the system to the depth required to write all the chapters of this book The seven authors of this book cov
50. in Example 5 17 for overlay dns where it allowed access to multiple instances of ephone dns that have the same telephone number See Figure 5 2 earlier in this chapter The Purpose of an Overlay dn An overlay dn associates or binds from two to ten ephone dn IP phone lines onto a single IP phone button even on single line IP phones You can use separate overlay dn arrangements on each separate IP phone button Each IP phone can use an independent set of ephone dns for overlay for each of the phone s buttons An overlay dn acts as a multiplexor It dynamically selects the most appropriate ephone dn to present on an IP phone button from within the configured overlay dn set When you receive incoming calls the first ringing ephone dn in the overlay set is presented When you make an outgoing call the first idle ephone dn in the overlay set is selected You can configure the ephone dns used in an overlay set as either single line or dual line However all the ephone dns in the same overlay set must be of the same type single or dual line Using Overlay to Overcome Phone Button Count Limits The simplest use of overlay dn is to overcome the limited number of physical buttons available on an IP phone Ina simple Key System case where you have four incoming PSTN trunk lines and four IP phones you can make each line available on all phones simply by using one button per line You can do this using a Cisco 7960 IP Phone which has six buttons With
51. in the network To effectively troubleshoot such unexpected issues it is helpful to understand the complete operation ofthe AA from the point when a call arrives at the Cisco UE software to the point where the AA script starts and CRS steps are executed The sample script that is used to demonstrate this section is available in Appendix B Sample Cisco UE AA Scripts You can also download this script from the Cisco Press website at http www ciscopress com title 158705180X SIP Call Delivered to the AA Pilot Number Figure 20 2 showed a SIP call flow for a call into Cisco UE This section describes an incoming SIP call to a particular trigger the AA pilot number and the call being answered by the application You also see how the media is set up using the RTP protocol and how the AA script steps are executed The example used is a custom AA that does the following Plays a menu to the caller for dial by extension and dial by name Transfers the call to the selected user Plays the spoken name if the user selected has recorded one Example 20 13 shows the trace commands used to troubleshoot issues with SIP calls arriving at the AA A SIP INVITE ss the first message to arrive at the AA trigger Example 20 13 Incoming INVITE to the AA cue trace ccn stacksip dbug cue trace cen managerappl dbug cue trace ccn libmedia dbug cue trace ccn subsystememt dbug cue show trace buffer tail 3544 01 12 11 09 14 523 ACCN SIPL 0 INV
52. issues Upgrading phone loads with signed and unsigned loads Troubleshooting basic call setup and teardown issues Troubleshooting Cisco IP Communications IPC Express graphical user interface GUI issues Parts II and III of this book covered Cisco IP Communications IPC Express features applications and management In Part IV the focus turns to troubleshooting tools and techniques for Cisco IPC Express The first three chapters of Part IV focus on Cisco CallManager Express CME and the last three concentrate on Cisco Unity Express UE Cisco CME provides a range of troubleshooting tools to isolate the cause of problems that might occur Issues can range from simple situations such as getting a phone registered to Cisco CME to more complex scenarios such as overlay dns and huntgroup configurations not operating correctly Quite often you can correct problems with small configuration changes or by adjusting the system s operation to be closer to the expected behavior Troubleshooting a Cisco CME system requires an understanding of the following o The Cisco CME system architecture and its integration with the Cisco IOS voice architecture This was covered in Chapter 3 Cisco IPC Express Architecture Overview The phone registration process Cisco CME debug commands This chapter explores some basic troubleshooting topics such as phone bootup and registration VLAN configurations Trivial File Transfer Protocol TFTP and call se
53. lets Cisco CME be protocol agnostic regarding H 323 versus SIP for VoIP calls across intersite links The protocol used to control local IP phones is the lightweight Cisco Skinny Client Control Protocol SCCP often simply called Skinny This protocol gives Cisco CME tight control over the IP phones and lets it offer a rich set of phone features from a call control phone user interface and provisioning point of view SCCP is a Cisco specific interface that is used only internally between the Cisco CME router and the IP phones it controls The external interface that Cisco CME exposes to phone connections across its public IP link to other sites uses the standards based H 323 or SIP protocols Figure 3 2 shows the VoIP protocols used by a Cisco CME system Figure 3 2 Protocols Used by a Cisco CME System CEE CEE Cisco UE Applications Architecture Cisco UE was designed as an applications environment from the ground up It is not as heavily based on the Cisco IOS router architecture as the Cisco CME software The Cisco UE hardware module is a Linux based environment with local storage and CPU capacity that communicates with the host router via a logical IP interface From a communications and system architecture point of view the interface between the Cisco UE hardware and the host router looks like an Ethernet interface to both sides This is true even though there is no physical cabling and the communication runs across the backplane of th
54. management mailbox storage allocation maximum message size message expiry MWI Message Waiting Indicator system reports utomatic gain control voice mail operator voice mail pilot number CEE SSL CEE Index A B C D E E G 8 1 K L M N O E Q R S TI U V W X ZI Backup and Restore utility Cisco UE configuring backup restore operations troubleshooting billing call forwarding options call transfer options role of gatekeeper branch office CME deployment browser based GUI file installation router setup building AA scripts TCL scripts bundles ordering business hours call routing Cisco UE buttons overlay dn configuration BEL Fe prey NeXT a CEE Index A B D E E G 8 A K E M N O P Q R S T U V W X Z CALEA Communications Assistance to Law Enforcement Agencies call activity monitoring call blocking toll bar override configuring call coverage shared lines configuring voice dial peer hunting call flow AA SCCP to H 323 calls SCCP to SCCP calls SIP SIP calls AA pilot number call forwarding billing options Cisco CME configuration configuring 2nd for VoIP H 450 services on SIP networks _ troubleshooting call park call pickup feature call park pickup groups call processing configuring call blocki
55. not configured the system plays the prompt Sorry The extension you requested is not available You can verify whether you have configured a local location by using the Cisco UE CLI shown in Example 21 57 Example 21 57 Displaying Network Locations cue show network locations ID NAME ABBREV DOMAIN 303 Boston BOS cueunity cisco com 401 Bangalore BAN bang cue cisco com 201 Los Angeles LAX lax cue cisco com Local location id In Example 21 57 the local location ID is empty which indicates that voice mail networking is disabled You can configure this parameter using the following CLI to set the local location ID to 401 cue config network local location id 401 Cannot Send Messages to Cisco Unity Assume that you have a network with a centralized Cisco Unity at the main campus site smaller offices with Cisco UEs and voice mail networking configured between all the sites You may be able to send messages between the Cisco UE sites and send a message from Cisco Unity to Cisco UE but you are unable to send a message from Cisco UE to Cisco Unity The reason for this problem may be that the sending Cisco UE site is configured in the same domain as that of the Cisco Unity system The Microsoft Exchange server used by Cisco Unity does not allow other VPIM locations to be in the same domain as itself For example the network location configuration shown in Example 21 58 does not work if iptel cisco com points to a Cisco Unity
56. of appropriate call routing dial peers on all Cisco CMEs Figure 18 7 Topology for the GK in a Cisco CME Network View full size image Nessescsssessssssscsscssssncssscsnsssssnsssssncssssnssscssssnssncsssassssssssasssscssnsscsessansusssscanssssssasscssssanssnssssanssscssssscsnssnssaasssssssncsncassssassasscssssenssncencsscasssscsscasssaassassssacssssscssacsscsassacesssassacssssssssed Example 18 36 shows the relevant part of the GK configuration The name of the zone containing all the Cisco CMEs is gk Example 18 36 GK Configuration CME 4 show running config gatekeeper zone local gk cisco com 192 168 0 1 no shutdown All the PSTN oatewave and remote Cisco CME svstems must he confiomred as chown in Fxamnle 12 37 TIsnallv the CEE Sa CEE Summary This chapter covered advanced troubleshooting topics including Cisco CME integration with Cisco Unity for voice mail and AA and various call transfer scenarios across multiple Cisco CME nodes in an H 323 network H 450 operation and troubleshooting were discussed as well as scenarios that require transcoding of codecs to complete a call flow This chapter also covered network topologies with GK configurations Se CEE CEE BEAL Chapter 19 Troubleshooting Cisco UE System Features This chapter covers the following topics General Cisco Unity Express UE system troubleshooting techniques Troubleshooting problems that might occur during system installation Troublesho
57. of delay For example the command prefix inserts 2 seconds of delay The appearance that the phone button is directly connected to the FXO port s PSTN line is obtained by means of the one to one association that s created by the combination of the connection plar opx binding of the FXO port to the ephone dn plus the trunk binding of the ephone dn back to the FXO port Because of this arrangement whenever the FXO port is in use it follows that the ephone dn is also in use Therefore the ephone dn s status reflects the FXO port s status To maintain this direct one to one binding call operations that could break the one to one binding are disabled by the trunk command This means that functions such as call transfer and call forwarding are not supported when the PEE RS A A AE E a AAA AAA A O i AA ASA ARRE TA IA E ASA MIA 1 A CEE CEE Paging You can set up a Cisco CME system to provide audio paging using the speakers of your IP phones to broadcast the paging audio output This feature works in conjunction with IP phones that have a speakerphone mode Only IP phones that are idle are used to output paging audio IP phones can still be used to make or receive calls during paging When the phone is used it simply drops out of the page You can create paging groups or zones that output paging audio only on specific groups of IP phones You can also combine multiple paging groups to output audio paging to multiple paging groups at the same
58. phone numbers PSTN numbers are always fully qualified E 164 numbers whereas extensions within your business typically aren t because they are private numbers of local significance only Here are some other reasons to translate or manipulate digits To allow IP phone users to call each other directly by extension and also to access the PSTN To allow for site access codes in a multisite on net dial plan and to strip these digits to extract the extension as soon as the destination site is reached To allow for variable length external of net dialing while maintaining fixed length internal dialing To block calls to certain numbers To redirect calls to certain numbers For example suppose your employee Grace is at extension 3001 and her PSTN DID number is 444 555 3001 Without some form of digit manipulation or live intercept a call incoming from the PSTN that dialed 444 555 3001 will not match the ephone dn definition for Grace s phone which contains only her extension 3001 Therefore a method is needed to translate the string 4445553001 to 3001 Several Cisco IOS digit manipulation tools can translate phone numbers The following are the most common Dial peer commands Cisco CME dialplan pattern command IOS translation rules Dial Peer Commands You can include several commands on a POTS dial peer to add suppress or substitute the digits forwarded to the PSTN trunk interface CEE SSL CEE PSTN Trunk Failover Larg
59. provides an overview of the Cisco CallManager and SRST solutions Although this is not the focus of this book the goal is to provide enough information so that you can decide whether Cisco IPC Express or Cisco CallManager and SRST is the right technology choice for your office or customer Introducing Cisco CallManager and SRST Each Cisco CallManager call processing server can support up to 7500 IP phones Several of these servers can be clustered to support large scalable networks of up to one million users in a system with more than 100 sites Although Cisco CallManager is best suited to large enterprise networks with centralized call processing a single server can also be deployed in a medium or large office This solution is less cost effective than Cisco IPC Express for smaller numbers of users however it may still be appropriate for the office that requires any of the more sophisticated call processing features available on Cisco CallManager Some features supported with Cisco CallManager include unified messaging multimedia conferencing collaborative contact centers and interactive multimedia response systems Cisco SRST is used in a centralized Cisco CallManager call processing architecture Cisco SRST is Cisco IOS based call processing software that stays dormant in the local branch office telephony router until the WAN experiences an IP connectivity failure When the branch office loses connectivity to the central Cisco CallManager
60. received from an internal extension where the dialed number is the phone s extension A call received from the PSTN or from another site routed via H 323 or SIP where the called number may hatha whanala E TEL 5 mk CEE CEE Troubleshooting the TUI and VXML Browser The main interface used to interact with a voice mail system such as Cisco UE is the Telephony User Interface TUD When a call arrives at a voice mail system the system starts playing specific prompts depending on the call type for example an external caller a subscriber or a call forwarded into voice mail To interact with the system the user presses DTMF digits on his phone s keypad and the voice mail system responds by playing more prompts until the end of the session This is implemented using a Voice Extensible Markup Language VXML browser also called a voice browser Think of the voice browser as a web browser that fetches VXML scripts instead of HTML pages over HTTP VXML is mainly used for voice based interactive systems such as interactive voice response IVR and voice mail In Cisco UE the voice browser fetches VXML scripts over HTTP from an internal web server and interprets them to implement the TUI The Tomcat web server uses Java Server Pages JSP to query the voice mail back end databases to build VXML scripts depending on the call information and subscriber s mailbox properties Sometimes it may be necessary to troubleshoot this aspect of the caller voic
61. server renders an XML document and sends it to the IP phone 3 The IP phone parses the XML document and renders the screen graphics on the IP phone display You can build applications particular to your business such as a store inventory or stock quote lookup capability These applications are especially useful to employees who do not have PCs or do not work at desks You can also write more general applications such as displaying a large numbered clock on the IP phone that displays when the phone is idle and use this in conference rooms lobbies or break rooms instead ofa wall clock You can find more information about XML based IP phone services and productivity applications at the Cisco Applications Central web portal To get to this site go to Cisco com and search for IP Communications Applications Central This site also has application partner information and discussion forums XML Application Example CEE Se CEE Summary This chapter provided a brief overview of the external TAPI and XML applications you can use with Cisco CME With these applications you can tailor the native capabilities of Cisco CME IP phones much more closely to your own business environment This chapter discussed the architecture necessary to activate the applications the required Cisco CME configuration and some examples of applications Bet Fe prey NEXT T4 PREY NEXT W Part III Administration and Management Chapter 13 Cisco IPC E
62. software release 12 3 7T Cisco CME 3 1 or later It is recommended that Cisco UE deployments use Cisco CME 3 2 12 3 11T or later The following sections further explain the following aspects of Cisco UE The mailbox licensing structure and how application parameters are controlled by licensmg The types of mailboxes offered by Cisco UE including personal and GDMs The concepts ofusers and groups which underlie Cisco UE mailbox definition and operation Cisco UE Licensing Cisco UE offers an entry level voice mail system that is cost effective for offices requiring up to 120 total mailboxes You can purchase mailbox licenses at the 12 25 50 and 100 personal mailbox levels Future enhancements in Cisco UE releases beyond 2 1 may offer higher mailbox levels The mailbox license you purchase equals the number of personal mailboxes on the Cisco UE system In addition you get a small number of GDMs with the license the difference between the 100 mailbox license and getting 120 total mailboxes on the system GDMs are discussed in more detail in the next section Table 10 1 summarizes the Cisco UE system parameters controlled by the system license for Cisco UE software releases up to 2 0 Table 10 1 Cisco UE Voice Mail Licensed Parameters for Cisco UE Up to Release 2 0 Hardware Form 12 Mailbox 25 Mailbox 50 Mailbox 100 Mailbox Factor Parameters License License License License NM CUF Personal 12 95 50 100 CEE CEE Subscriber Features
63. system for voice mail This chapter also discusses troubleshooting supplementary services such as call transfer and call forward and integrating Cisco CME with an H 323 gatekeeper GK SEL Fe prey Next CEE Integrating Cisco CME with Cisco Unity Voice Mail As discussed in Chapter 11 Cisco CME External Voice Mail Options Cisco Unity is a unified messaging application running on Windows 2000 It uses the Skinny Client Control Protocol SCCP to integrate with Cisco CME This section discusses troubleshooting the integration of Cisco Unity with Cisco CME Configuring Cisco CME for Cisco Unity Cisco Unity connects to Cisco CME as an SCCP device You configure ephone dns and ephones for Cisco Unity ports to register with Cisco CME Cisco Unity uses its Windows Telephony Application Programming Interface TAPI to integrate with Cisco CME A Telephony Service Provider TSP is implemented to interface with Cisco CME and provide call control services to the Cisco Unity application Hence the Cisco Unity TSP and Cisco CME configuration should match Example 18 1 shows a sample Cisco CME configuration for a five port Cisco Unity system Tip This configuration is used in the next troubleshooting sections so you might want to bookmark this page until you finish this section on Cisco Unity integration Example 18 1 CME Configuration for Cisco Unity to Integrate Using SCCP cme show running config ephone dn 8 number 9050 preferenc
64. the GUI at this point and add extensions via the Configuration gt Extensions screen Many types of DNs and different ephone dn features exist The configuration done so far in this section provides only the basic extension DN configuration necessary to make calls but you have not yet configured the phones The following section shows you how to complete some basic phone configuration Assigning Extensions to IP Phones The Cisco CME Setup Utility shown in Example 15 2 has already entered ephone definitions into the configuration They show up as a single line only in the CLI as shown here until the phones are powered comnected and registered with Cisco CME ephone 1 ephone 2 CEE CEE Step 5 Configuring the PSTN Interface The next step in Cisco CME system configuration is to route PSTN calls into your office to the extensions on the IP phones and to allow IP phones to make outgomg PSTN calls The following sections cover voice port and PSTN trunk configurations necessary to route PSTN calls to IP phones Configuring Voice Ports Chapter 6 Cisco CME PSTN Connectivity Options explained the various hardware options you have on Cisco CME for connecting to the PSTN and also provided several configuration examples for different trunk types The following sections build examples of basic PSTN connectivity for both an analog Foreign Exchange Office FXO and a digital T1 Primary Rate Interface PRI trunk It is likely that your of
65. the central Cisco CallManager site can act as a hub linking the remote Cisco CME sites Cisco CME and Cisco CallManager can communicate across IP WAN links using H 323 or using Session Initiation Protocol SIP with Cisco CallManager 4 1 or later versions In H 323 networks Cisco CME provides supplementary service interworking H 450 using voice over IP VoIP hairpin call routing when needed for intersite call transfer and forwarding The basics of this operation are covered in Chapter 5 Cisco CME Call Processing Features Chapter 7 Connecting Multiple Cisco CMEs with VoIP covers inter Cisco CME H 323 network operation This chapter discusses these services in a network that has both Cisco CME systems and one or more Cisco CallManagers Set Fe prey NEXT SSL CEE Goals of Interoperability Chapter 2 Building a Cisco IPC Express Network covers the choice between centralized architectures those based solely on Cisco CallManager and distributed or autonomous site architectures those based on Cisco CME for implementing VoIP networks In many real world cases this isn t a simple either or decision because many networks include both types of structures discussed in Chapter 2 as the hybrid network architecture Real enterprise VoIP networks that have been designed consistently from the ground up and that adhere to a single uniform architectural approach are rare The technologies available to network designers have evolved rapi
66. the ds0 group command instead of the pri group command Example 15 14 Configuring a T1 PRI PSTN Trunk cme 3725 show running config network clock participate wic 0 network clock participate aim 0 isdn switch type primary 5ess controller T1 0 0 pti group timeslots 1 24 l interface Serial0 0 23 no ip address isdn switch type primary 5ess iadnn incomina voice voice CEE CEE Step 6 Configuring Cisco UE AA and Voice Mail If your system does not have Cisco UE installed you can skip this section and proceed to Step 7 The following sections step you through setting up the basic Cisco UE configuration necessary to use the AA and voice mail on your system Setting Up the Router for Cisco UE Before you can configure and use Cisco UE applications such as AA and voice mail you must set up the following basic IP connectivity parameters to ensure that the Cisco UE software can communicate with its environment IP addressing Call routing to Cisco UE H 323 to Session Initiation Protocol SIP call routing Message Waiting Indicator MWI IP Addressing The Cisco UE hardware module must be configured with an IP address on the router This setup is covered in Chapter 13 Following the information provided there the resulting configuration for the Cisco UE module for Site A is shown in Example 15 18 Example 15 18 Service Engine Interface for Cisco UE cme 3725 show running config interface Service Enginel 0 ip
67. the voice mail system for Cisco CME In these roles he is responsible for test strategy development and execution of test plans for these Cisco products Mike Tasker is a software architect in the branch office IP Communications group at Cisco Systems He was the original software designer working on Cisco CME and SRST He has extensive industry experience working with voice related technologies including DSPs voice over packet technologies and voice mail Lillian Xia is a member of the technical staff in the branch office IP Communications group at Cisco Systems She has been actively working with product marketing engineering testing and solution test teams during multiple phases of Cisco CME development and testing over the past four years As an author of several design guides application notes and frequently asked questions she has trained helped and guided customers and Cisco sales engineers in deploying and designing Cisco CME and SRST networks Fe prey NEXT Se CEE About the Technical Reviewers Tomoo Esaka is a technical marketing engineer for Cisco Systems His primary areas of expertise are Cisco CallManager Express and SRST He has more than seven years of experience in the IT industry ranging from systems administration to designing and implementing a 3000 user Cisco IP Telephony network He holds CCNA CCNP CCDP and MCSE certifications He graduated from Carnegie Mellon University with a bachelor of science degree
68. time Using your IP phones to provide an audio paging system can save the additional cost of installing a separate overhead audio paging system If you already have a conventional overhead audio paging system you can also use this with Cisco CME You simply need an available physical voice port on your router that can connect to the paging system Ear and mouth E amp M voice ports are the easiest to use because they do not usually require external adapter hardware Because E amp M ports usually come in pairs you can also use the second E amp M port as an input to connect to an external music on hold audio source The following sections describe how you can use the Cisco CME paging features Paging Groups To configure an IP phone based paging group you first set up an ephone dn entry in your system to act as the pilot number for the paging group Like most ofthe special purpose ephone dns you create for your Cisco CME system the paging ephone dn is not directly bound to any of your IP phones You don t use this ephone dn in a button command The paging group pilot number is the number you dial from a phone to output audio to the paging group A sample configuration is shown in Example 5 26 Note that you can dial into a paging group from any phone including via a VoIP connection You can also set up speed dial buttons on your IP phones to dial into the paging number for one button push to page operation Example 5 26 Paging Pilot Number Conf
69. to phone B Of course the media path also has to change Changmg the media path on the IP phones is easy The Cisco CallManager simply sends the appropriate SCCP messages to phone B telling it to participate in the media connection to the external H 323 endpoint To change the media connection on the H 323 side the Cisco CallManager uses a mechanism known as Empty Caisnahlt rs Cat EN SA This manhaniem wminrme tha avtarnal 1202 Adna that ahan an caninas te mandi CEE CEE Call Forwarding Call forwarding for busy no answer and unconditional forwarding raises many of the same issues as call transfer Likewise these issues can be addressed using an MTP to simplify the H 323 signaling operations As you read in Chapter 7 the preferred method of handling call forwarding for Cisco CME is H 450 3 Again Cisco CME can disable its H 450 3 feature when it detects calls from a Cisco CallManager Under these circumstances the Cisco CME system falls back to using internal call forwarding or VoIP to VoIP call routing for intersite call forwarding Just like the call transfer case an MTP allows internal call forwarding to occur without impact to the H 323 call leg Ofthe three types of forwardingbusy no answer and unconditionalthe no answer form generally involves more signaling complexity When a call forward no answer occurs the preliminary call negotiation for the original called phone must be revoked after the no answer timeout It is r
70. to restore the system s operational data after an application upgrade Note A Cisco UE software upgrade reformats the hard disk or Flash unit To preserve the application configuration and voice messages over an upgrade you must perform a backup before the upgrade and a restore afterwards Cisco UE includes a Backup and Restore facility that uses an FTP server as the backup s destination device You cannot use Flash or other types of media for backup and restore You might locate the FTP server anywhere in the network and you do not need to collocate it with the Cisco UE system being backed up An FTP server login and password provide secure access to the backup and restore operations Backups are invoked manually from the Cisco UE system using either the CLI or GUI interface The system must be offline during a backup therefore no calls might be active in the system when a backup is being done After a restore operation you must restart the application Although the Cisco UE system has no mechanism to schedule unattended backups the backup functionality is available through the CLI Therefore it is possible for you to develop a script on another server that automatically for example based on time of day logs into the Cisco UE system s CLI and initiates a backup If you do scheduled backups in this manner consider the following o A backup requires the system to be offline and taking the system offline disconnects all calls in progre
71. types of offices or networks are predominantly small often fewer than 30 people and occasionally perhaps up to 100 or 150 people Any organization larger than this most likely has multiple geographic sites Figure 2 1 Single Site Call Processing Network CEE CEE Cisco IP Telephony System Trade Offs For the small standalone office Cisco IPC Express is an excellent system For larger networks of multiple sites the decision to centralize or distribute call processingor more specifically which sites should get call processing servers and which should access services from a nearby larger hub locationis key to the fundamental design of an IP telephony network It is also one of the important factors dictating whether Cisco IPC Express is the best fit for each individual site Generally two Cisco IP telephony products should be considered for the call processing component in a standalone or multisite network or a section of that network Cisco CallManager A separate Intel based server or multiple servers in a redundant configuration available in a range of capacities from 1000 to 7500 IP phones You can cluster these servers to form server farms with increased redundancy and availability to provide IP telephony to large campuses and to act as a hub for up to 500 remote sites Although individual return on investment ROT varies Cisco CallManager generally is not cost effective at sites of fewer than approximately 500 phones You can deploy
72. viewing uploading downloading and executing scripts System limits governing scripts and prompts on your system are also discussed AA Scripts Prompts Variables and Parameters To understand how to build a custom AA script some programming knowledge is helpful However even if you do not have any programming background customizing an AA script is not a complex task The Cisco UE Script Editor provides a graphical drag and drop interface for easily rearranging the steps in a script An AA script is essentially a computer program which means that it is a list of steps executed for every call that arrives at the system The sequence of these steps is specified at a very high level with an easy to use icon based GUI interface An AA script is an ordered logical sequence of actions called steps Each step signifies a task or operation to be performed on the call such as playing a prompt collecting DTMF digits or redirecting a call to another destination Each script step has one or more attributes associated with it such as the Menu step in which the attributes describe what should be done when the caller presses 1 or 2 or any other DTMF digit on the phone keypad The following elements make up an AA script Steps Programming steps in the script perform actions such as answering the call playing prompts receiving DTMF digits from the caller making conditional choices based on time of day or any other internal value transferring a call
73. with its own direct PSTN number and each wanting to manage its own AA greeting and menu separate from the other departments This configuration can be accommodated with two or more separate AAs in the system Most businesses however in addition to an optional receptionist use one of the following The system AA A single custom AA with a dormant system AA meaning that the system AA is present but no calls are directed to it zem CEE CEE The Cisco UE System AA The system AA is shipped to ensure that you can set up a working system in a minimal amount of time You simply configure a small number of parameters and record a few greetings called prompts on the Cisco UE system You do not have to worry about the script itself because it is fixed and cannot be changed The system AA offers the canned menu shown in Example 9 2 The highlighted lines are new features added to the system AA m Cisco UE Release 2 1 Example 9 20 Cisco UE System AA Menu If emergency alternate greeting active Play alternate greeting Play welcome greeting If holiday Play holiday greeting Else if business open Play business open greeting Else Play business closed greeting To enter the phone number of the person you are trying to reach press 1 To enter the name of the person you are trying to reach press 2 To transfer to the operator press 0 You can change the welcome greeting to your own greeting such as Welcome to XYZ Company
74. you can use the GUI or CLI to manage voice mail system parameters and voice mail subscriber accounts The GUI is more user friendly for individual operations and the CLI lends itself better to scripting from another management system for faster configuration The voice mail related features available to a Cisco UE system administrator include the following Voice mail pilot number Mailbox management MWI Mailbox storage allocation Maximum message size Message expiry Subscriber PINs and passwords Broadcast messaging Voice mail operator Distribution lists Language support System reports and status Chapter 14 Configuring and Managing Cisco IPC Express Systems covers the configuration steps ofthe Cisco UE voice mail system in greater detail This section discusses the features themselves and how they operate Voice Mail Pilot Number The voice mail pilot number is the number subscribers call to retrieve their voice messages typically triggered by pressing the messages button on the phone as well as the number IP phones are call forwarded to so that callers can leave a voice message Note Cast hanan TIE tha nina neal an kara akira Atrae team the RN a Tat nites Tha damals CEE CEE Call Redirection into Voice Mail As mentioned in the section Message Leaving and Mailbox Login Cisco UE uses the last Redirected Number field in the call information to select the mailbox greeting to play to a caller This field can be seen i
75. 001 name CS Engineerl call forward all 3001 l ephone dn 2 number 1010 name CS Engineer2 l ephone dn 3 number 1003 name CS Engineer3 l ephone 1 mac address 0007 EB46 299E type 7960 button 1 1 ephone 2 mac address 0003 E373 76FB type 7960 button 1 2 ephone 3 mac address 0030 94C2 9919 button 1 3 I ephone 4 mac address 000D BDBE F372 button 1 4 The debug ephone detail output for the phone of CS Engineerl is shown in Example 17 10 Example 17 10 debug ephone detail Output During a Conference Setup Failure CS router debug ephone detail Output omitted for brevity CEE CEE Unable to Hear Music on Hold The music on hold MOH feature provides a mechanism for the contents ofa file stored on the router s Flash to be played to a remote phone when a call is put on hold Ifa file does not exist a short beep tone on hold is played to the held party For IP phones local to the Cisco CME router the phone itself generates the tone on hold Hence even ifa music file is present on the router s Flash a call directly between two IP phones local to the Cisco CME system when put on hold hears only short intermittent beeps Debugging the MOH Problem The company s system administrator wants to add the MOH feature to both the headquarters and customer support sites This way both customers and employees can hear music instead of tones when put on hold A file in au format is
76. 02 28 PERSONAL _ 19 40 23 19 40 23 19 40 23 19 40 23 564 webI 564 webI 625 webI 893 webI 899 webI m 33 m m 0000000000000000000 2667 02 28 19 40 23 902 webI m GENERAL 00000000000000000000 2667 02 28 19 40 23 904 webI m PERSONAL 0000000000000000000 2667 02 28 19 40 23 906 webl m PERSONAL 0000000000000000000 2667 02 28 19 40 23 909 webl m PERSONAL 0000000000000000000 2667 02 28 19 40 23 918 webI m PERSONAL 0000000000000000000 2667 02 28 19 40 23 919 webI m ail 1 0006 ail 1 ail 2 ail 2 ail 2 ail 2 ail 1 ail 1 0004 ail 1 0000 ail 1 0008 ail 1 0002 ail 1 0009 ail 1 0005 ail 1 Attempt to read mailbox Error while reading Mailbox by owner no such Created mailbox Proceeding to Populate other values for new Saving Mailbox Finished populating other values for new Filter for mailboxes 8 ownerDn Attempt to read mailbox Attempt to read mailbox Attempt to read mailbox Attempt to read mailbox Attempt to read mailbox Attempt to read mailbox Attempt to read mailbox CEE CEE Troubleshooting Cisco CME and Cisco UE Integration Cisco CME is the system s call control engine All calls coming into voice mail to leave or retrieve messages involve an interaction via SIP between Cisco CME and Cisco UE Cisco CME integration with Cisco UE voice mail includes the following activities Forwarding of a
77. 12345 As soon as you have access to this menu you can change or edit the conference station s network parameters COCO CEE The Cisco 7920 Wireless IP Phone The Cisco 7920 Wireless IP Phone shown in Figure 4 9 is an 802 11b wireless communication device supported by Cisco CME Figure 4 9 Cisco 7920 Wireless IP Phone mm o _ o Hardware The Cisco 7920 Wireless IP Phone needs a Cisco Aironet 802 11b access point to work with Cisco CME The phone uses a Lithium ion battery for power it can be charged using an external AC adaptor This phone has the following buttons A standard dial pad button A left and right key that activates the softkey above it An answer send key to answer a call or send the number Arrow keys to navigate through the phone menu A power end key to turn off the phone silence a ringing call or end a connected call You can configure up to six lines on the Cisco 7920 Wireless IP Phone Configuring the Cisco 7920 Wireless IP Phone The Cisco 7920 Wireless IP Phone is supported by Cisco CME 3 0 and later This phone is configured like any other wireless device Go to http www cisco con go wireless for more information on setting up your wireless network for voice traffic The Cisco CME configuration required for a Cisco 7920 Wireless IP Phone is no different from any of the other IP CEE CEE The Cisco Analog Telephony Adaptor The Cisco Analog Telephony Adaptor ATA is a small gateway dev
78. 17 3 shows a simple setup with two phones illustrating the relationship between the ephone dn dial peer and voice port Consider a call from Phone A to Phone B From the perspective of the voice port associated with ephone dn 1 attached to Phone A this is an incoming call Similarly it is an outgoing call from the perspective ofthe volce port associated with ephone dn 2 attached to Phone B Figure 17 3 Call Setup from a Voice Port Perspective nnssussussnssussussusnunsnnsunssusnssnnsnsnsusnnssnasunsussunsunsusnsnannsnnasussussnssunsussnsnunsunsusnunsnnsnsnsnsnnsnnssnsnussussuusussnssnnsussussnnannsnnsshsnnssnsnunsussnsnussussnsnunsnnsnnssnsnnsnnssnsnnsnnsssnsusnnssnnsussnssussunsunssnanen Even though the call is an incoming call for Phone B it is going out ofthe voice port associated with ephone dn 2 This concept is very important to understanding COR configurations The dial peer associated with ephone dn 1 is the incoming dial peer and the dial peer associated with ephone dn 2 is the outgoing dial peer The key point here is the voice port the configuration is done from a voice port perspective not from a phone perspective The next thing to clarify is how COR configurations are applied to an incoming or outgoing call Assume you need a configuration to restrict calls between Phone A and Phone B To achieve this two configurations are required One to restrict calls from Phone A to Phone B One to restrict calls from Phone B to Phone A
79. 2 31 10 341 ACCN VBRW 0 callContact getCalledNumber 5800 2702 10 10 12 31 10 342 ACCN VBRW 0 callContact getANIIIDigits null 2702 10 10 12 31 10 342 ACCN VBRW 0 callContact getUserToUserInfo null 2702 10 10 12 31 10 342 ACCN VBRW 0 callContact getRDNIS null CEE CEE Troubleshooting the Database LDAP and Mailbox Activities This section discusses troubleshooting the Cisco UE voice mail systems interaction with its back end databases Here you learn how to interpret SQL database traces voice mail s interaction with the LDAP database for user information and message and mailbox activities These topics are discussed by looking at an example ofa subscriber addressing a voice message to another subscriber and sending it The trace commands needed for this section include trace voicemail database all trace voicemail Idap all trace voicemail message all trace voicemail mailbox all show trace buffer tail In the trace segment shown in Example 21 36 a call arrives at the voice mail system with a calling number of 6001 As you can see from the traces voice mail accesses the LDAP database to resolve the calling number to a user configured on the system to check whether the caller is a valid subscriber on the system or an outside PSTN caller calling into the voice mail system Depending on the outcome of this query the voice mail system plays different prompts In this example the calling number 6001 is resolved to the user j
80. 2701 pots destination pattern 2701 port 2 0 0 VoIP Dial Peers VoIP dial peers are router configuration structures that point calls to a particular IP interface based on the same criteria that are used for POTS dial peers that is matching the dialed number to the dial peer s destination pattern IP interfaces can be H 323 or Session Initiation Protocol SIP Example 14 3 shows an H 323 dial peer that directs calls to another site where all the extensions start with three Example 14 3 VoIP Dial Peer Examples router show running config dial peer voice 3000 voip destination pattern 3 CEE CEE Configuring Cisco CME Call Processing Features Chapter 5 discussed numerous Cisco CME call processing features The following sections discuss how to configure the most common of these features For further information refer to the Cisco CME Administration and Configuration Guides on Cisco com You can configure all the features discussed in the following sections by using the GUI or CLI Configuring Speed Dial On the Configure gt Phones menu scroll down to the speed dial information Here you might add or change the speed dials assigned to this phone as shown in Figure 14 6 Figure 14 6 Adding and Changing Speed Dial Information View full size image T Configuring Call Blocking Toll Bar Override with a PIN From the Configure gt System Parameters menu select Call Blocking Configuration as shown in Figure 14 7 You mig
81. 3 shows a Cisco 7914 Expansion Module attached to a Cisco 7960G IP Phone Figure 4 3 Cisco 7960G with a 7914 Add on Module O Hardware The Cisco 7914 expansion module has 14 buttons and a single line LCD screen for each button Each module adds 14 lines to the Cisco 7960G host phone that it is attached to You can add a maximum of two expansion modules to a Cisco 7960G IP Phone and thus increase the phone s total lines to 34 A separate 48V DC power supply is required for the Cisco 7914 module Inline power from an Ethernet switch cannot provide power to a Cisco 7914 module An RS 232 cable provides the communication link between the Cisco 7914 module and the Cisco 7960G IP Phone The buttons are lit amber red or green depending on the state of the line associated with the button Configuring the Cisco 7914 Expansion Module You can configure the 14 lines on the Cisco 7914 module as individual lines speed dials intercom or monitored lines The Cisco 7914 module is not configured as a separate device under Cisco CME hence it doesn t require the network parameter configuration required for other IP phones The Cisco 7914 module does however require firmware for its operation The firmware for the module depends on the version of Cisco CME you are using It should be configured under the telephony service configuration prompt using the load command The buttons are considered a continuation of the buttons on the Cisco 7960G IP Phone to
82. 323 to H 323 call transfer H 450 Tandem Gateway configuring transfer and forward proxy function H 450 Tandem IP to IP Gateway H 450 12 protocol call transfer on VoIP networks supplementary services capabilities H 450 2 transfer method H 450 2 3 connected party name and number services H 450 3 call forwarding H 450 x services and Cisco CallManager call transfer forwarding configuring proxy services hairpin routing call forwarding hairpin routing VoIP call transfers hairpinned calls hardware architecture Cisco UE healthcare services implementations for Cisco IPC Express Help menu GUI his holiday schedule Cisco UE HTTPS GUI management hunt groups configuring hunting chains hybrid enterprise multisite business model CEE CEE Index A B D E E G H 0 K L IM N 0 2 Q R S EI 0 VI W IX 2 ICT Installation Configuration Tool Idle URL feature enabling In Initialization Wizard Cisco UE 2nd installation Cisco CME software GUI files router hardware troubleshooting integrating Cisco CME with SSAM Cisco CME with VoIP networks H 323 2nd SIP intercom command intercoms creating courtesy phones many to one non dialable one way overlay dns interconnecting multiple IPC Express systems SIP DTMF relay transcoding via H 323 internal calls VoIP networks internal LAN switch configuring intersite c
83. 555002 origcalled 8010 calltype 1 Feb 22 18 29 42 ephone 1 2 46211 Info for chan 1 Feb 22 18 29 42 ephone 1 2 Original Called Name Waugh Feb 22 18 29 42 ephone 1 2 lleyton hewitt calling Feb 22 18 29 42 ephone 1 2 Waugh Feb 22 18 29 47 ephone 1 2 SEP003094C29D3C SoftKeyEventMessag vent 4 line 1 callref 244 Feb 22 18 29 47 ephone 1 2 SK TRANSFER line 1 ref244 Feb 22 18 29 47 ephone 1 2 TransferButtonPress Feb 22 18 29 47 ephone 1 TRANSFER using transfer system full DN 1 consult transfer Feb 22 18 29 47 SkinnyGetCallState for DN 1 chan 1 CONNECTED Feb 22 18 29 47 called DN 1 chan 1 calling DN 1 chan 1 phone 1 incoming s2s 0 Feb 22 18 29 47 SkinnyGetCallState for DN 1 chan 1 CONNECTED Feb 22 18 29 47 called DN 1 chan 1 calling DN 1 chan 1 phone 1 incoming s2s 0 Feb 22 18 29 47 SkinnyGetCallState for DN 3 chan 1 IDLE Feb 22 18 29 47 called DN 2 chan 1 calling DN 1 chan 1 phone 1 s2s 0 Feb 22 18 29 47 ephone 1 2 Transfer with consult line 1 DN 1 chan 1 using second line 2 DN 1 chan 1 Feb 22 18 29 47 ephone 1 2 Consult for line 1 DN 1 chan 1 using line 2 DN 3 chan 1 Feb 22 18 29 47 ephone 1 2 HoldButtonPress allow toggle 0 Feb 22 18 29 47 SkinnyGetCallState for DN 1 chan 1 CONNECTED Feb 22 18 29 47 called DN 1 chan 1 calling DN 1 chan 1 phone 1 incoming s2s 0 Feb 22 18 29 47 ephone 1 2 HoldButtonPress HOLD activated for DN 1 chan 1 Feb 22 18 29 47 ephone 1 2 Ho
84. 99 on SSAM for CEE CEE Analog Voice Mail You can integrate Cisco CME with analog systems to provide voice mail services as shown in Figure 11 5 In general these systems connect to the Cisco CME via Foreign Exchange Station FXS analog phone interfaces Each port is configured as a normal plain old telephone service POTS dial peer in Cisco CME Figure 11 5 Cisco CME with Analog Voice Mail __ _ _ _ e e _ _ e e _ _ Cisco CME interacts with the analog voice mail system via mband dual tone multifrequency DTMF tones All call routing and MWI information exchanged between Cisco CME and the voice mail system also occurs via DTMF tones When integrated with Cisco CME an analog voice mail system provides the following Oo Direct access to voice mail Oo CFNA or CFB to a personal greeting Oo MWI Many types of analog voice mail systems are available The Octel system from Avaya and the Reception system from Active Voice LLC are two of the more popular models The following sections discuss Cisco CME integration with these systems Octel Integrating the Octel voice mail system with Cisco CME requires configuration on both systems The configuration sample in Example 11 8 shows how to configure the CME Example 11 8 Cisco CME Configuration for Octel Analog Integration router show running config call app
85. Building a Cisco IPC Express Network Chapter 3 Cisco IPC Express Architecture Overview BEAL CEE Chapter 1 Introducing Cisco IPC Express This chapter covers the following topics The benefits of Cisco IP Communications IPC Express to your business The components of the Cisco IPC Express system Using IP Communications in your enterprise branch or small or medium sized business office How Cisco IPC Express fits into the overall Cisco IP Telephony product portfolio It is the summer sale season at the clothing store where you work and the floor is swamped with shoppers One customer inquires about an item that is unavailable With a few keystrokes on your IP phone you check the inventory database to see if there is a similar item in another store location As you input the customer s account number on the phone to reserve the item the database informs you that this person is one of your best customers You pick up the IP phone handset and page an employee to provide special assistance to the customer The employee intercoms you using his wireless IP phone from another section of the store and promises to head over When you finish assisting the customer your IP phone message waiting indicator MWI light comes on You press a button on the IP phone and scroll through your messages You have five voice mail messages and two e mail messages You return an urgent message from your supplier by pressing a button on your phone before attendin
86. Cisco IPC Express System Architecture View AA f E yYyjyjZKjYK CO aaaaaaaaaaaa Nesssnssncescsssssssscsssssssssssnsssssssnsssscsscssssscsscssssncsssassssssssasssscssnsscsessansusssscansassssasscsssssnssnssssanssscssssscanssnnsacsscssssscsnsasssssssnsscsssseassnsencascasssscsncsssssassassssacssnsscssacsssssasscssssassncanssssssed On a physical level Cisco CME and Cisco UE communicate via an IP Ethernet interface across the backplane of the router chassis As shown in Figure 3 1 there are several logical connections between the two components A graphical user interface GUI browser interface that communicates with the router s HTTP server as well as HTTP server software on the Cisco UE module System management communication such as configuration lookup during the Cisco UE Initialization Wizard and configuration synchronization with the router during the life of the system Call control communication using a Session Initiation Protocol SIP interface Underlying communications connectivity via TCP and Ethernet Se CEE CEE Cisco CME Architecture Historically the evolution of voice support on Cisco routers first included Public Switched Telephone Network PSTN and Private Branch Exchange PBX connectivity into voice over packet networks the traditional toll bypass voice over IP VoIP network architectures This connectivity to legacy systems the PSTN and PBXs is often called PSTN gateway or voice gateway functionality Suppo
87. E XML Schema Template is shown in Example 13 21 This sample template lists allthe GUI features available to be customized using XML tags You can select each to hide or show By default all features are shown in the GUI pages if neither Hide nor Show is specified Example 13 21 Cisco CME XML Schema Template lt Presentation gt lt MainMenu gt lt Take Higher Precedence over CLI dn wed edit gt lt AddExtension gt Hide Show lt AddExtension gt lt DeleteExtension gt Hide Show lt DeleteExtension gt lt AddPhone gt Hide Show lt AddPhone gt lt DeletePhone gt Hide Show lt DeletePhone gt lt MainMenu gt lt Extension gt lt Control both view and change and possible add or delete gt lt SequenceNumber gt Hide Show lt SequenceNumber gt rn re A ae CEE CEE Cisco Zero Touch Deployment Cisco Networking Services CNS technology provides the infrastructure for automated configuration of large numbers of network devices Based on CNS event and configuration agents 1t eliminates the need for an on site technician to initialize the devices The CNS Zero Touch feature provides a deployment solution in which the router contacts a CNS CE to retrieve its full configuration automatically This capability is made possible through a single generic bootstrap configuration file common across all service provider end customers subscribing to the services Within the CNS fr
88. EGISTER_NEW message shown in Example 14 37 indicates that a phone has registered and that it is not part of the explicit router configuration In other words the ephone configuration has not yet been created Cisco CME allows unconfigured phones to register to make provisioning ofthe Cisco CME system more convenient By default phones designated as new are not assigned phone lines therefore they cannot make calls until they are configured into the system Enable the Cisco IOS logging capability to log all the Syslog events into the buffer on the Cisco CME router or send the Syslog messages to a Syslog server for offline management as shown in Example 14 38 Example 14 38 Enabling Syslogging telephony service config service timestamps log datetime msec localtime telephony servic config aaa new model telephony servic config aaa authentication login default none telephony servic config aaa accounting connection H 323 start stop radius telephony servic config gw accounting syslog telephony servic config logging 10 10 10 1 111 10 10 10 1 is the ip address of syslog server multiple servers might also be specified To synchronize your Cisco CME system to an external NTP server use the following ntp server ip address It ip address IP address of the time server providing the clock synchronization Ifthere is no external NTP time source use the internal router clock as the time source n
89. IP calls to the Cisco CME system It also prepares your system to use the standards based H 450 protocol in case vou want to add support for H 323 or SIP VoTP transfer and forwardine to another site at some CEE SSL CEE Summary In this chapter you read about some of the more popular Cisco CME phone and call processing features You saw examples of how these features can be configured and combined to provide a rich and flexible set of functions You also saw how to configure call transfer and forwarding functions in a variety of network scenarios Se CEE CEE Chapter 6 Cisco CME PSTN Connectivity Options This chapter covers the following topics Cisco CallManager Express CME analog and digital Public Switched Telephone Network PSTN interface hardware configuration and features PSTN call switching and routing options Digit manipulation tools to translate phone numbers PSTN trunk failover options In previous chapters you learned about the Cisco IP Communications IPC Express platforms and architecture Cisco IOS voice infrastructure software features and configuring call routing features between endpoints such as IP phones and Public Switched Telephone Network PSTN interfaces This chapter focuses on the hardware options configurations and detailed features that Cisco IPC Express offers for connecting your business to the PSTN This PSTN connectivity is not particular to Cisco IPC Express but is part of the generic vo
90. ITE sp 5600 1 3 6 127 5060 SIP 2 0 Via SIP 2 0 UDP 1 3 6 27 5060 branch z9hG4bKC96 From lt sip 6019 1 3 6 27 gt tag ADDECF6C 134D To lt sip 5600 1 3 6 127 gt Date Mon 12 Jan 2004 19 09 14 GMT Call ID AS56DFF23 446911D8 8934AECA 10549FA0 1 3 6 27 Supported 100rel timer Min SE 1800 Cisco Guid 2755249499 1147736536 2301734602 273981344 User Agent Cisco SIPGateway IOS 12 x Allow INVITE OPTIONS BYE CANCEL ACK PRACK COMET REFER SUBSCRIBE NOTIFY INFO UPDATE REGISTER CSeq 101 INVITE Max Forwards 6 Remote Party ID lt sip 6019 1 3 6 27 gt party calling screen no privacy off Timestamp 1073934554 Contact lt sip 6019 1 3 6 27 5060 gt Call Info lt sip 1 3 6 27 5060 gt method NOTIFY Event telephon vent Duration 2000 Expires 180 Allow Events telephone event CEE Se CEE Summary In this chapter you learned how to troubleshoot call execution by the AA scripts in your system This chapter covered the call flows for the calls coming into the AA and how to troubleshoot common problems at runtime This chapter also presented the traces ofa typical AA call to help you understand how the steps execute and what information to look for in the various traces At this point you should be able to troubleshoot most of the problems you might encounter when deploying a Cisco UE AA Sa A PREY next Se CEE Chapter 21 Troublesh
91. Index A B C D E E G 8 1 K L M N O E Q R S TI U V W X ZI Zero Touch deploying BAL
92. It also lowers business expenses and lessens the burden on a receptionist An AA is especially useful for larger sites where the number of calls to the main office number may overwhelm a receptionist An AA menu should be carefully designed because it is the public face of your business to clients Badly designed menus menu choices that are ambiguous or loops within the AA script will frustrate callers Cisco UE provides the capability to define up to five different AAs Each individual AA is a menu script associated with a phone number called a pilot or call in number Calls arriving at the pilot number either internal or PSTN calls are then handled by the script associated with the pilot number Cisco UE ships with a system AA using system provided scripts that requires minimal configuration to set up for your business You may also use one or more custom scripts that tailor the AA menu options to your business s exact needs Each pilot number that you associate with an AA script counts as a distinct AA application Up to five of these AA applications can be active in the Cisco UE system at once Which AA is executed depends on which pilot number you direct your calls to this is entirely flexible For example you may have the system AA active one custom AA that you have written and one or more test scripts that are not actively taking calls but that are present on Cisco UE as the third or fourth AAs Or you may have different departments each
93. ME systems as if they are a single logical entity with full intersite feature transparency Both H 323 and SIP still have obstacles to overcome before this is really possible Not least of these are issues surrounding meaningful interoperability with non Cisco devices for services beyond basic calls When you extend VoIP calling into the WAN space you might also have to consider the difference between VoIP calls that come ftom other Cisco CME nodes within your WAN network versus VoIP calls that are from VoIP Public Switched Telephone Network PSTN gateways or even from other independent external wholesale VoIP carrier networks You can link independent VoIP networks together and into your corporate VoIP network using IP to IP gateways This arrangement may be desirable if you want to obtain international and long distance phone service directly from a carrier class VoIP service provider and have this linked at the VoIP level to your private enterprise VoIP network SIP potentially has some advantages over H 323 in terms of separating intersite VoIP calls from true external VoIP calls because SIP uses the Internet concept of domains It s a fair assumption that all of the intersite calls will use the same root domain name and that this fact can be used to make the required distinction However from a purely practical security point of view most likely you will want any truly external VoIP traffic entering your corporate VoIP network to pass through an I
94. MF interaction between Cisco CME and the voice mail system Using PSTN based voice mail is also an option This chapter covered the trade offs of the different methods and provided brief configuration information on how to set up your Cisco CME system to interwork with external voice mail systems e prey NEXT CEE Chapter 12 Additional External Applications with Cisco CME This chapter covers the following topics Telephony Application Programming Interface TAPI and XML application architecture TAPI applications XML applications In addition to the voice mail and automated attendant AA applications discussed in Chapters 9 10 and 11 Cisco CallManager Express CME can provide even more capabilities by integrating with external applications offered by Cisco and other vendors This chapter briefly reviews the external applications that you can integrate with Cisco CME such as applications that use the Telephony Application Programming Interface TAPI and Extensible Markup Language XML interfaces Some external applications integrate with Cisco CME by using Skinny Client Control Protocol SCCP connections This chapter does not discuss these application because they appear to Cisco CME as IP phones SCCP endpoints and not as an application using an application interface such as TAPI or XML SCCP applications register with Cisco CME as IP phones do and communicate with the Cisco CME call processing features via SCCP messages
95. P to IP gateway and also a firewall regardless of whether you choose to use SIP or H 323 This means that you should have the opportunity to appropriately classify and mark the external calls at the point of entry in either type of network CEE CEE Integrating Cisco CME in an H 323 Network There are two basic approaches to connecting a Cisco CME system to an H 323 network the first uses no gatekeeper GK and the second does A direct interconnection of sites with H 323 implies that each site must be knowledgeable about how to reach every other site This works well in small networks of only a handful of nodes but as the network grows larger the configuration becomes increasingly cumbersome to maintain In its simplest form a gatekeeper is a device that provides a directory service that translates a telephone number into an IP address Using a gatekeeper provides significant scalability by centralizing the interconnection of the individual sites so that each site needs to be aware of only the gatekeeper and not every other site in the network The following sections discuss different approaches to building Cisco CME networks Rather than being alternative approaches they represent a simpler approach for smaller networks with only a few nodes and a more scalable approach for larger multinode networks A Simple Two Node Topology with H 323 In the simplest case you can just connect two Cisco CME systems via an IP enabled serial data link o
96. TN calls placed through a remote VoIP PSTN gateway or access any kind of DTMF driven interactive voice response IVR system for example telephone banking or airline flight information services DTMF Digits DTME describes a method of encoding telephone digits using two audio tones For a conventional telephone keypad in which the keys are arranged in three columns by four rows the first audio tone selects the row of the key and the second audio tone selects the column Each row and column tone uses a different audio frequency pitch This method of telephone digit signaling replaced the old fashioned loop disconnect dial pulse digit dialing used by old rotary style analog phones There are 16 DTMF digits arranged as four columns by four rows In addition to the standard 12 keypad digitsO to 9 and an additional four digits form an extra fourth column of digits called simply A B C and D Because the ABCD digits are unavailable on a normal phone keypad you are unlikely to ever come across these for normal phone calls They are used occasionally by voice mail systems to operate an intersystem exchange of voice messages between separate voice mail systems using a standard called Analog Message Interchange Standard AMIS Some security type phones also use the ABCD digits for initial negotiation You may also see these used in some Cisco CME configuration examples where there is a need to create telephone numbers that can t be directly dia
97. Tasker Lillian Xia Copyright 2005 Cisco Systems Inc Published by Cisco Press 800 East 96th Street Indianapolis IN 46240 USA All rights reserved No part of this book may be reproduced or transmitted in any form or by any means electronic or mechanical including photocopying recording or by any information storage and retrieval system without written permission from the publisher except for the inclusion of brief quotations in a review Printed in the United States of America 1234567890 First Printing May 2005 Library of Congress Cataloging in Publication Number 2003114955 ISBN 1 58705 180 X Warning and Disclaimer This book is designed to provide information about Cisco IP Communications Express Every effort has been made to make this book as complete and accurate as possible but no warranty or fitness is implied The information is provided on an as 1s basis The author Cisco Press and Cisco Systems Inc shall have neither lability nor responsibility to any person or entity with respect to any loss or damages arising ftom the information contained in this book or from the use of the disks or programs that may accompany tt The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems Inc Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized Cisco Press or Cisco Systems Inc cann
98. V DC external power supply to operate Inline Ethernet power does not apply to the Cisco ATA devices because they do not support phones on Ethernet ports Note Cisco CME 3 2 does not support a fax machine usmg SCCP A fax machine on a Cisco ATA device must use H 323 CEE CEE The Cisco IP Communicator Softphone The Cisco IP Communicator is a software based application that allows users to place and receive calls from their PCs IP communication between your personal computer and Cisco CME should be in place for successful operation ofCisco IP Communicator Also the IP network connecting your PC should be designed to carry voice traffic Figures 4 12 and 4 13 show the Cisco IP Communicator interface with the default skin and the alternate skin respectively Figure 4 12 Cisco IP Communicator Default Skin View full size image Hardware The minimum PC hardware and software required for Cisco IP Communicator to function are as follows o Windows 2000 Professional with service pack 3 0 or later or Windows XP Professional with service pack 1 0 or later o APR WITT N LA y A O O POE Y CEE Sa CEE Firmware Files for IP Phones Each type of IP phone requires firmware to register and function properly with Cisco CME The version of the firmware depends on the type of phone and version of Cisco CME you are using The firmware should be placed on a TFTP server accessible to the router and should be copied to the Cisco CME r
99. a Cisco 7960 IP Phone has only four physical softkey buttons the phone displays a more softkey as the rightmost button to allow the phone user to scroll to access all the keys Because the more softkey itself uses one of the physical buttons the user sees the feature softkeys in two sets o Hold Trnsfer EndCall More Conftn Acct Flash More The softkey customization feature allows you to change this default behavior and choose the set ofkeys you want to display It also allows you to control the order of the keys so that you can move the more frequently used keys to the first page For example you may choose to remove the Acct and Flash keys from the connected state key set leaving iust the followine four kevys CEE CEE Configuring Call Transfer and Forward Configuring call transfer and forwarding for H 323 VoIP calls is a fairly complex task in most real world H 323 VoIP networks This is especially true if you have a mixture of H 323 VoIP systems from different vendors Even if you have an all Cisco H 323 VoIP network there are still interactions to consider unless all your VoIP systems are running relatively up to date Cisco IOS software This means having at least Cisco IOS 12 3 software in all your voice enabled routers Ideally you should have Cisco IOS 12 3 4 T or later software this is the Cisco CME 3 0 base code version There are also some special considerations if you are using a Cisco CallManager in addition to your Cisco
100. a discussion ofthe hardware capabilities the key button operation and the configuration of each phone The next chapter covers some of the important call processing features available on a Cisco CME system and how to configure them SSL CEE CEE Chapter 5 Cisco CME Call Processing Features This chapter covers the following topics IP phones and lines Shared lines Hunt groups Intercoms Paging Line overlays Call pickup Softkey customization Call transfer and forward This chapter describes the primary call processing features of Cisco CallManager Express CME and shows how you can combine them to produce an extensive set of call handling behaviors It includes a basic discussion of the advantages of IP telephony for the small office and relates these to the more traditional time division multiplexing TDM or analog based telephone systems historically used in the small private branch exchange PBX and Key System marketplace This chapter explains the terminology and Cisco IOS commands command line interface CLI used to configure IP phones extension lines shared lines overlays intercom paging call park and pickup hunt groups and other forms of call coverage One of the key perspectives to understanding Cisco CME is that it is built on top of a Cisco IOS router This means that the same modular feature approach that dominates the general Cisco IOS command line organization is carried forward into the Cisco CME st
101. access to the Cisco UE CLI Access is controlled via the router so if logging is required set up the router with AAA RADIUS monitoring of login access GUI access via a browser to Cisco UE is considered remote access because it is across an IP segment from the router Remote AccessTelnet Routers typically are geographically dispersed in your network and are seldom accessed locally via the console port Remote access via Telnet across the IP network is much more typical Use the IP configuration shown in Example 14 29 as a reference for the discussion in this section Example 14 29 IP Reference Configuration router show running config interface FastEthernet0 0 ip address 172 19 153 41 255 255 255 0 no ip mroute cache duplex auto speed auto interface Service Enginel 0 ip unnumbered FastEthernet0 0 service module ip address 172 19 153 37 255 255 255 0 service module ip default gateway 172 19 153 41 Direct Telnet access to the Cisco UE IP address is disabled as shown in Example 14 30 Example 14 30 Cisco UE Telnet Access Disabled pe gt telnet 172 19 153 37 Trying 112 19 153 3104 CEE CEE Configuring and Monitoring Via Network Management Systems Using the Cisco CME AXL SOAP Interface Y ou can integrate Cisco CME with network management applications by using the Cisco CME XML Layer AXL application programming interface API The AXL API provides a mechanism for inserting retrieving updating
102. all transfer IP communications platforms attributes Cisco 1700 series routers Cisco 2600XM series routers Cisco 2800 series routers Cisco 3700 series routers Cisco 3800 series routers supported WAN interfaces IP endpoints IP Phones firmware 2nd monitoring with syslog messages phone loads upgrading to signed loads placing calls registration configuring troubleshooting IP based applications IPC IP Communications IPM CiscoWorks Internetwork Performance Monitor ITU T H 450 services call transfer forwarding CEE CEE Index A B C D E E G H H K L IM N O E Q R S T LU V 4 X 2 key Cisco IPC Express Features key system deployment zem CEE SSL CEE Index A B C D E E G H H K E IM N O E Q R S T LU V 4 X 2 LAN switch configuring connecting IP Phones to last redirected number last redirecting number levels ofaccess licensing for Cisco UE local access configuring logging in to mailboxes logging messages Cisco UE login authentication longest idle mode ephone hunt longest match BEL Fe prey Next a CEE Index A B D E E G H 0 K L IM N 0 2 Q R S EI U VI W IX 2 mailbox full indication mailboxes caller features configuration troubleshooting details displaying displaying default settings
103. alplan pattern 1 55522220 extension length 4 extension pattern 20 max conferences 4 transfer pattern 1 l CEE CEE Missing Transfer Patterns Call transfer is one of most commonly used functions in Cisco CME Transferring calls between multiple Cisco CME systems or to PSTN destinations requires the necessary configuration This section describes some ofthe common mistakes made during system configuration when integrating multiple sites that prevent call transfer from working Call Transfer Doesn t Work With further business growth the company adds another office in a new location and a third Cisco CME system is installed in this location Figure 17 2 shows the new network configuration for the company with this additional office Figure 17 2 System Configuration with the New Office View full size image Tunsusnnsnussussussussunsnsnsssnssnnsnusnusnussuasusnnssnnsunsussnnsunsnnasnsnussnsnussussnssussussusnunsunsunssnnnnsnnssnsnusnnsssnsusnnssussunsnsnnssnnsnsannsnssssasnssussnssunsusnnsnussussnsnunsnnansnsnsnssnnssusnusnusssasusnnssnnsunsnssnnsunsnne The configuration ofthe Cisco CME in the new location is not much different from the customer support site except for the numbers assigned to the ephone dns and the local PSTN DID number Appropriate dial peers are added to the headquarters and customer support sites for full connectivity The relevant dial peer configurations for all three Cisco CME routers are shown in the fo
104. amework customers can create this generic bootstrap configuration without device specific or network specific information such as interface type or line type Understanding Cisco Zero Touch Deployment Components Cisco Zero Touch deployment consists ofthe following three components Cisco Configuration Express CX Cisco CNS Configuration Engine CNS CE Cisco CNS Agent built into Cisco IOS software Cisco Configuration Express Cisco Configuration Express CX is an online ordering system and customizable inline manufacturmg process that lets SPs easily deploy customer premises equipment CPE based managed services to their small to medium sized business and enterprise customers When ordering Cisco products SPs use CX to specify the shipping instructions including the Cisco IOS software version and a bootstrap configuration which are configured tested and shipped with the CPE The resulting fully configured CPE is shipped either directly to the end customer site or to the service provider s warehouse The bootstrap configuration integrates with Cisco CNS CE the moment the CPE devices are plugged into the network at the end customer site Cisco CNS Configuration Engine Cisco CNS CE runs on the Cisco CNS 2100 series Intelligence Engine CNS IE 2100 hardware platform as well as customer UNIX servers It is a secure and scalable deployment and configuration management application that provides an intelligent network interface to applic
105. an call each other by simply dialing the extensions ofthe IP phones One more configuration must be added to ensure that you can transfer calls between the sites Add the transfer patterns shown in Example 15 50 to both sites configurations Example 15 50 Sites A and B Transfer Patterns cme 3725 show running config telephony servic transfer system full consult transfer pattern 3 transfer pattern 2 CEE CEE Sample System Configurations This section provides the full configurations of Site A and Site B built during the steps in this chapter Site A Cisco CME Router Configurations Site A is a Cisco 3725 router with extensions in the 2xxx range Figure 15 1 at the beginning of the chapter summarized the site layout This section provides the Cisco CME configuration The show version Output Example 15 53 provides the show version output for the Site A Cisco CME router Example 15 53 show version Output for the Site A Router cme 3745 show version Cisco IOS Software 3700 Software C3745 IPVOICE M Version 12 3 11 T2 RELEASE SOFTWARE fcl Technical Support http www cisco com techsupport Copyright c 1986 2004 by Cisco Systems Inc Compiled Fri 29 Oct 04 06 38 by cmong ROM System Bootstrap Version 12 2 8r T2 RELEASE SOFTWARE fcl cme32 3745 uptime is 2 weeks 2 days 4 hours 39 minutes System returned to ROM by reload at 15 40 35 PST Wed Dec 8 2004 System restarted at 14 05 42 PST Wed Dec 8 2004
106. any subflows Subflow parameters are inaccessible wia the Cicen TIE GI TI ta rhanoa their vah nc CEE CEE TCL Based Automated Attendant As discussed at the beginning of this chapter Cisco CME offers two options for an AA application The integrated AA application which is part of Cisco UE as discussed in this chapter Leveragmg the router s TCL scripting capabilities to provide an AA Both schemes are adequate to provide AA functionality for your Cisco CME However when you re deciding which of these two mechanisms to use for your business you should keep in mind several considerations as listed in Table 9 6 Table 9 6 Considerations When Choosing a Cisco CME AA Consideration Where the scripts execute Memory Scripting expertise Error checking Script management Prompt management Hardware required TCL Based AA Scripts run on the router s processor and therefore have a small impact on the router s performance Scripts are loaded into the router s DRAM so memory is allocated regardless of whether the script is being used Requires a working knowledge of TCL programming and uses a text based editor The editor has no script validation or error checking Requires an offline editor Seripts are installed by copying the script to the router s Flash via Trivial File Transfer Protocol TFTP Prompts are recorded offline as au files and are copied to the router s Flash using TFTP Router
107. are used in different business types Additional industries that have found Cisco IPC Express an attractive option include education schools government agencies and transportation firms The examples discussed in the following sections are also applicable to a wide range of small and medium businesses such as law firms accounting firms and real estate agencies Some ofthe differences in small and medium business solutions are in the platforms Cisco CME feature licenses and phone licenses purchased because of the fewer number of users in the office A smaller office size may also dictate the selection of analog connectivity to the PSTN rather than digital connectivity Retail Business The retail sector is a highly competitive market Retailers face intense cost and competitive pressures from the many players that exist in this space In addition the number of large discount stores and Internet based companies in this market has grown leading to price pressures that benefit customers but not retailers Because of this margins tend to be low Retailers look for every opportunity to cut costs and increase per store productivity and operations One of the ways to decrease operational costs and increase productivity is with a streamlined IP telephony network Current Retail Networks Retailers with a large number of stores and a QoS enabled WAN are likely to deploy a centralized Cisco CallManager system for their needs Many smaller retailers ma
108. ath They are unaffected by the use of an MTP because they are informational messages only and don t generate changes to the call signaling state This means that even when a Cisco CallManager performs an internal call transfer hidden behind an MTP the H 323 information and display IEs are received by the Cisco CME system and are used to provide display updates Not only can Cisco CME receive display IEs from Cisco CallManager but it also sends display IEs to Cisco CallManager when Cisco CME performs internal transfer or forwarding Cisco CME sends these display IE messages for all H 323 calls regardless of whether a Cisco CallManager is involved in a call This means that you can still get intersite connected to party updates in Cisco CME networks where you have chosen to globally disable H 450 services BEL Fe prey NEXT SSL CEE Using H 450 x Tandem IP to IP Gateway One final point to understand in planning your Cisco CallManager to Cisco CME connections is the advantages that an H 450 Tandem IP to IP gateway can provide You can msert an H 450 Tandem IP to IP gateway into the call path between your Cisco CME network and Cisco CallManager and use it to mitigate some ofthe issues that arise from the use of VoIP to VoIP call paths Ifan intersite call transfer or forward initiated by a Cisco CME creates a VoIP hairpin call you can often use an H 450 Tandem IP to IP gateway co located with your Cisco CallManager to avoid most of the voice pa
109. ation One such situation is when you physically move the phone from one Cisco CME system to another The running configuration ofa Cisco 7960G 7940G or 7970G IP Phone can be erased from the phone This provision is available on the Settings gt Network Configuration menu Scrolling through this menu using the rocker button or entering the number 36 takes you to the option erase configuration If the phone is in an unlocked state you should see a softkey labeled yes Pressing the yes softkey gives you another softkey labeled save If you select the save softkey the phone s current configuration is erased and the phone reboots Se CEE Se CEE Accessing Call Parameters for an Active Call The Cisco 7940G 7960G and 7970G IP Phones have a provision to view call parameters such as the number of packets sent and received the codec used for the current call and delay and jitter readings for an active call This is helpful when you re troubleshooting issues related to voice quality When a call is active press the button twice to show the current parameters on the LCD screen The parameters are updated dynamically Ifthere are two or more active calls on the phone the display reflects the parameters for the call that is in the connected state CEE SSL CEE Summary In this chapter you learned about the different phones that can be connected to a Cisco CME system and the options and features available for each device It also included
110. ation contact Triggering Contact ie CEE CEE The dialbyextension aef Script The dialbyextension aef script allows a caller to o Dial the extension the get digit string step in the script shown in the next section of the employee he or she wants to contact Transfer the call to the selected extension the call redirect step in the script Figure B 6 shows a GUI view of the main portion of the script The full text and variable definitions for the dialbyextension aef script are given in the next section Figure B 6 The dialbyextension aef Script View full size image Script Content Example B 3 is a text representation of the script contents Example B 66 The dialbyextension aef Script Start tryagain Get Digit String contact Triggering Contact result digit string extension Successful Create Generated Prompt telephone number type store in spelledprompt Implicit Confirmation contact Triggering Contact No CEE SSL CEE Appendix C Cisco Unity Express Database Schema This appendix contains the SQL database schema for Cisco Unity Express UE The information in this appendix is relevant to interpreting traces from the voice mail component It gives the layout of the different tables in the database schema Se CEE Se CEE Table vm_best_ heard create table vm_bcst_heard Messageld varchar 128 no MailboxId varchar 64 no null null foreign key Messageld
111. ation Problems You can select to create mailboxes manually when users or groups are added or you can add mailboxes in bulk fashion during the Cisco UE Initialization Wizard when user definitions are imported from Cisco CME The following issues may occur in the GUI Mailbox configuration problems Orphaned mailboxes User and group configuration problems General delivery mailbox problems Mailbox Configuration To troubleshoot mailbox configuration problems in the GUI the mailbox trace command trace webInterface mailbox all is useful Example 21 6 shows sample output of this command where the user attempts to access a mailbox that does not exist The administrator creates a new mailbox deletes another mailbox and then verifies that the new mailbox has been created successfully by checking the mailbox GUI page Other mailboxes are also shown on the GUI page The PERSONAL _00000000000000000000009 text shown in the trace is an internal unique identifier for each mailbox You can use this identifier to isolate operations and events that pertain to a particular mailbox in the system Example 21 6 Mailbox Trace cue trace webInterface mailbox all cue show trace buffer tail 2607 02 28 19 39 30 308 webI m PERSONAL 0000000000000000000 2178 02 28 19 40 23 483 webl m attribute 2178 02 28 19 40 23 563 webI m PERSONAL _00000000000000000000009 19 40 23 2178 02 28 mailbox 2178 02 28 2178 02 28 mailbox 2667 02 28 2667
112. ations and users supporting up to 5000 Cisco CPE devices Cisco CNS CE includes the Configuration Service and Configuration Server The Configuration Server communicates with the CNS Configuration Agent running on the managed Cisco CME via HTTP and transfers data in XML format parsed by the CNS Configuration Agent on the Cisco CME router using its own parser The CNS Configuration Service delivers device and service configurations to Cisco IOS devices for initial configuration and mass reconfiguration by logical groups Routers receive their initial configuration from the CNS Configuration Service when they start up on the network the first time The CNS Configuration Service uses the CNS Event Service to send and receive events required to apply configuration changes and to send success and failure notifications The templates created on the CNS CE are automatically pushed to the CPE devices running the bootstrap configuration For more information on Cisco CNS CE go to Cisco com and search for Cisco Configuration Engine CEE SSL CEE Summary This chapter reviewed the administrative interfaces to a Cisco IPC Express System including CLI and GUI capabilities Several types of logins control administrator and end user privileges and access to the system You can also customize the Cisco CME via XML files and style sheets to fit your business model Cisco CME and Cisco UE system installation and various setup tools and utilities were disc
113. ave a good look at the Cisco UE system AA shown earlier in Example 9 2 Even though it s simple it might be sufficient for your AA needs Ifso you only have to associate an AA pilot number with this script customize the greeting and insert your business hours and holidays and you re done Ifthe Cisco UE system AA is insufficient you should continue using the sample AA functions illustrated in the various sample scripts in this chapter to put together a script that is tailor made for your business Preparing a Custom Script Follow these steps to prepare a custom script Step 1 Ensure that the Cisco UE Editor is installed on your PC If t isn t download it from Cisco com and install it Step 2 Download the sample AA scripts from Cisco com and load them onto your PC Step 3 Draw a rough diagram ofthe flow ofmenus and prompts you want for your AA Step 4 Copy the sample script that is closest to your needs to a new file and open it using the Cisco UE Editor Step 5 Adjust edit the script to match your drawmg from Step 3 by copying and pasting steps from other sample scripts rearranging the existing steps or dragging new steps from the Editor s Palette Pane Step 6 Ensure that allthe variables you defined and that you want to control via the Cisco UE GUI while the script is running are tagged with the parameter attribute Also ensure that all the variables you want to control are defined in the top level script and not in
114. ay Or you can combine both functions in the same router The following sections cover these hardware choices in greater detail first lookmg at analog and then at digital PSTN trunks Analog Trunks Voice interfaces range from two and four port FXO FXS E amp M DID cards up to 96 120 channel quad T1 E1 interfaces The physical telephony interface for analog and BRI ports is provided by a plug in voice interface card VIC and for a T1 E1 port by a voice or WAN interface card VWIC Using various combinations of VICs and VWICs on a Cisco IOS router you can build a Cisco CME system that includes a range of physical telephone interfaces You can assemble a small analog telephony system with a few FXO ports used to connect to PSTN subscriber lines or you can use digital telephony interfaces such as T1 E1 and ISDN BRI PRL or any combination of these The specific hardware cards offering analog trunk and station analog phone or fax machine interfaces are discussed next Analog Trunk and Station Hardware The analog interface cards listed in Table 6 3 are used to provide low density analog PSTN interfaces VICs are placed in a WAN interface card WIC slot supported on the Cisco 1751 and 1760 in a high speed WIC HWIC slot on the router supported on the Cisco 2800 and 3800 series or inside a network module Cisco 2600 2800 3700 and 3800 series such as the NM HD 1V NM HD 2V NM HD 2VE or NM HDV2 For high density analog PSTN interfaces t
115. based capability that does not require any extra hardware in addition to your Cisco CME router althouch it mav require an increase in Cisco UEAA Seripts execute on the dedicated Cisco UE module Therefore they use the dedicated module CPU and do not affect the router s performance Scripts are loaded into the dedicated Cisco UE module s storage and therefore do not use any router memory Uses an easy to use web based graphical editor Knowledge of logic and call processing steps is still helpful The Cisco UE Editor has a validation function Requires an offline editor Seripts are installed by using a GUI Upload function that browses your PC file system Prompts can be recorded online using the Cisco UE GMS from any phone Prompts also can be recorded offline as wav files and Uploaded via the GUI Cisco UE AA runs on the Cisco UE network module NM or advanced integration module AIM hardware blade that vou slide into a slot on CEE Se CEE Summary In this chapter you learned ways to provide an AA for a Cisco CME system You have two options using the AA that is a component of Cisco UE or using a TCL based AA At the start of this chapter you looked at general considerations when deploymg an AA feature or using a receptionist for your business You explored how to use both functions to offer personalized service to your clients and accessibility after hours or when the office is closed You learne
116. be less sophisticated and unable to support voice Both Cisco CallManager and Cisco CME support H 323 which you can use to create Cisco CallManager to CME links Cisco CME also supports SIP for VoIP interconnect SIP is also being introduced as a WAN trunking interface on Cisco CallManager This chapter focuses only on the H 323 interconnect option because the SIP interconnect option is still a work in progress as SIP support on successive Cisco CallManager releases evolves However you can expect that most of the architectural issues raised in this chapter are also applicable in the SIP context The descriptions contained in this chapter apply to the Cisco CME 3 1 and 3 2 releases and the Cisco CallManager 3 3 3 and 4 0 releases Newer releases may have different behaviors and options than those described here CEE CEE Basic Calls Between Cisco CallManager and Cisco CME Even before the introduction of Cisco CME Cisco CallManager used Cisco IOS voice routers to provide a Public Switched Telephone Network PSTN access gateway for Cisco CallManager s IP phones Both the H 323 and Media Gateway Control Protocol MGCP VoIP protocols can support this function The choice between these two is partly a historic issue and partly related to the type of PSTN interface used but this topic is outside the scope of this book Direct MGCP integration between Cisco CME s IP phones and Cisco CallManager is not supported Although this does not preclude t
117. because of a WAN or other IP connectivity failure SRST kicks in to provide emergency backup call processing services for the phones in the branch office SRST delivers a long list of basic call processing features for the duration of the failure ensuring that the phones stay up and operational When IP connectivity is restored in the network the system automatically reverts call processing functions to the centralized Cisco CallManager A number of books describe Cisco CallManager and SRST network operation in more detail including the following o Troubleshooting Cisco IP Telephony by Paul Giralt Addis Hallmark and Anne Smith Cisco Press 2002 Cisco CallManager Fundamentals A Cisco AVVID Solution by John Alexander Chris Pearce Anne Smith and Delon Whetten Cisco Press 2001 Deciding Between Cisco IPC Express and Cisco Call Manager Y ou have to consider many factors when deciding between Cisco IPC Express and Cisco CallManager for the IP telephony application for your office or network First consider the WAN environment If the WAN has not been upgraded to deliver QoS protection for voice or if there is limited WAN bandwidth or ifa WAN does not exist a locally delivered call processing service is best for remote offices In this scenario Cisco IPC Express delivers a very cost effective solution CEE Sa CEE Summary In this chapter you learned about Cisco IPC Express its cost savings and productivity benefits the com
118. best based on looking at solid business functions and economic factors Your VoIP system end users are not likely to care what the underlymg protocol is You should be looking primarily to see which vendors have the best products and user features that are available within your deployment schedule In the end the choice between H 323 and SIP is generally not an irrevocable decision They are both very good protocols for implementing peer to peer voice networks Cisco CME supports both protocols and will continue to evolve as they do Many other vendors of VoIP systems are likely to follow a similar dual track approach to this issue It s unlikely that any radically new voice telephony features will be available using just one basic protocol The key innovation is to use VoIP and embrace the concept ofa converged voice and data network You can do this with either H 323 or SIP CEE SSL e pre NEXT a Chapter 8 Integrating Cisco CME with Cisco CallManager This chapter covers the following topics Basic call interoperability between Cisco CallManager Express CME and Cisco CallManager Call transfer and forward operation between Cisco CME and Cisco CallManager Operation of name display between Cisco CME and Cisco CallManager H 450 tandem gateway operation This chapter covers the deployment of Cisco CallManager Express CME for branch offices in conjunction with a Cisco CallManager deployed at a central or head office site In this situation
119. bleshooting of issues that might require you to look at the LDAP and SQL aspects of the voice mail application A common problem with voice mail systems includes incorrect operation of the message waiting indicator MW so you also learn about this area of problem isolation The last area of voice mail troubleshooting covered in this chapter is when multiple Cisco UE systems are networked via Voice Profile for Internet Mail VPIM Chapter 3 Cisco IPC Express Architecture Overview gave an overview of the voice mail system components and architecture and provide a good foundation for the topics discussed in this chapter Se CEE CEE Common Voice Mail show Commands Although tracing is one of the key troubleshooting tools in Cisco UE it is not always necessary Many of the show commands are sufficient to identify certain problems The following sections discuss the most common show commands you can use to pinpoint trouble spots Listing Mailboxes with Usage Statistics The show voicemail mailboxes command gives a very helpful summary of each mailbox Although you can display the same data for each mailbox in the GUI no GUI screen provides the same comprehensive system summary that is given by the output of this command line interface CLI command The show voicemail mailboxes command lists mailbox statistics in table format and contains the following fields Total number of messages Number of new and saved messages Total time used f
120. call to Cisco UE on busy or ring no answer Dual tone multifrequency DTMF relay to interact with the voice mail system A call transfer from the automated attendant AA that forwards into voice mail Turning the MWI on or off Call forwarding into voice mail requires passing the right original called number to the voice mail system so that the correct user s mailbox is selected to play the greeting and leave a message DTMF relay encompasses the conversion of IP phone keypad digit presses sent via Skinny Client Control Protocol SCCP messages from the phone to Cisco CME call control and from there to Cisco UE via SIP NOTIFY messages Call transfer from the AA is implemented as a blind transfer using the SIP BYE Also message sequence The most common problems encountered with calls into voice mail are caused by incorrect or incomplete configuration o The wrong mailbox selection or no mailbox selection on call forward to voice mail which might also result in the wrong greeting being played to the caller Digit presses from the phone do not get the required response in other words DTMF messages do not reach the application Call transfers from the AA do not work Fast busy tone is heard for calls going to voice mail MWI does not operate properly Correcting each of these problems is discussed in the following sections Wrong Mailbox Selection or Unexpected Greeting Calls to a Cisco CME IP phone can arrive from two different sources A call
121. ch are shown in Figure 9 4 to prepare and installa custom FI TIER Ad A at CEE CEE The Cisco UE Greeting Management System Cisco UE is a low end entry level system that does not assume that you have sophisticated offline recording facilities or a studio available to create your AA prompts You can certainly use such facilities if you have them and upload the resulting professionally created prompts to the system Cisco UE also offers a built in facility to record and manage prompts via any telephone that can call into the system a local IP phone or PSTN phone This feature is called the GMS Like the AA and voice mail pilot numbers the GMS also has a pilot number assigned When calls arrive at the GMS pilot number the caller is put into an interactive session where you can listen to existing prompts and record new Ones Calling into the GMS requires an extension and personal identification number PIN for security authorization The extension PIN combination is the same one used for your mailbox access authorization Any user defined on the Cisco UE system with a mailbox can therefore theoretically access the GMS However actual access is restricted to users who also have administrative privileges on the Cisco UE system those who belong to the administrators group This is much more likely to be just one or two of the users defined on the system The GMS itself runs a Workflow script within the Cisco UE system and can therefore b
122. configuring a Foreign Exchange Office FXO Foreign Exchange Station FXS T1 Channel Associated Signaling CAS and Primary Rate Interface PRI Public Switched Telephone Network PSTN trunks and the dial plans to direct calls to these ports and trunks Se CEE CEE Configuring Extensions and the Dial Plan The dial plan of your Cisco CME system is composed of the following components Plain old telephone service POTS dial peers Voice over IP VoIP dial peers Extensions Digit manipulation features The following sections describe configuring these components POTS Dial Peers POTS dial peers are router configuration structures that point calls to a particular voice interface based on whether the dialed number matches certain criteria as specified in the dial peer s destination pattern The voice interface can be a PSTN trunk an analog phone a fax machine or an IP phone Example 14 2 shows several sample POTS dial peers including some for PSTN trunks and one for an analog phone or fax machine Example 14 2 POTS Dial Peer Examples router show running config 1l digit long distance PSTN dialing with an access code of 9 dial peer voice 1 pots preference 1 destination pattern 9l port 2 0 23 forward digits 11 l 7 digit local PSTN dialing with an access code of 9 dial peer voice 4 pots destination pattern 9 2 9 port 2 0 23 forward digits 7 Analog phone or fax machine dial peer voice
123. copied to the router s Flash and the appropriate configurations are added Example 17 15 shows the relevant Cisco CME configuration Example 17 15 show flash Output and MOH Configuration for Cisco CME CS_router show flash length date tim path 1 474338 Dec 5 2002 07 03 14 00 00 minuet au CS_router show running configuration Output omitted for brevity telephony servic load 7960 7940 P00303020214 max ephones 24 max dn 24 ip source address 10 10 10 1 port 2000 timeouts ringing 30 url authentication http 10 10 10 1 CCMCIP authenticate asp create cnf files version stamp 7960 Dec 05 2002 03 25 07 dialplan pattern 1 555111100 extension length 4 extension pattern 100 max conferences 8 moh minuet au With the configuration in place customer calls arriving from the PSTN can hear the MOH However calls between the headquarters and customer service sites when put on hold still hear a beep tone instead of music To analyze this problem a useful debug command is debug ephone moh The output of this command on the CS_ router is shown in Example 17 16 when a call from headquarters is put on hold Example 17 16 Output of debug ephone moh CS_router debug ephone moh CS_router 02 34 51 No MOH resources available for DN 1 chan 1 codec 11 CS_router CS_router 02 35 38 Added DN 1 chan 1 to MOH in position 0 with 1 clients 02 35 38 Startup MOH media streams MOH 1 Media 0 02 36 08 Removed DN 1 from MOH 0 client
124. cted into voice mail to leave a message The configuration of the pilot number is shown in Figure 14 25 Figure 14 25 Voice Mail Pilot Number Configuration fuansnsnsensnsnssnaneeasnsnsansnsensnsesansncnscnsanansnaancnsnssasacnacncssensnsnsanansescnsacencasascnsanansnasssnsncancaassensncancnansencnsanancncencnsansnsnasasnsaccnsaaeasnsncansnansensacansacaasncnseosacansnsassacasncansnsnssnsncansnanscasncad Voice Mail Operator The voice mail operator is the extension number where callers are deflected if they leave a voice mail and do not hang up This configuration is shown in Figure 14 25 The default voice mail operator is the AA System and Mailbox Defaults When you create a new mailbox for an existing user or when you add a user at the same time as the mailbox you can use the default system mailbox parameters As the administrator you can override the values of these parameters for each mailbox at creation time or later or you can reset the system defaults so that all newly created mailboxes are assigned the same parameters You should set the per mailbox parameters carefully before creating a large number of user mailboxes When the system defaults are changed existing mailboxes are unaffected The default settings apply only to creating new mailboxes For example if the message expiry time default parameter is set to 30 days all mailboxes created are assigned a 30 day expiry time If you create 25 mailboxes before deciding that the expi
125. ctive you can see that these are f ndamentally different problems H 323 Call Transfer Using an Empty Capabilities Set The problem with call transfer becomes more complex when you consider the interaction of Cisco CallManager IP phones with an external H 323 network When an H 323 call exists between an external H 323 device and a Cisco CallManager IP phone the preferred arrangement is to have a direct media path between the endpoints that does not pass through the Cisco CallManager server In some cases a direct media path is not possible as described in the section Call Transfer and the Media Termination Point In this case 1t is necessary to introduce a Media Termination Point MTP into the media path The MTP acts as a media relay or middleman and relays the Real Time Transport Protocol RTP voice packets between the two terminating endpoints The call signaling path does pass through the Cisco CallManager server The H 323 signaling is terminated on the Cisco CallManager server and then is converted into SCCP to talk to the IP phone The Cisco CallManager is required to participate in this signaling path to provide the needed conversion between H 323 and SCCP When there is a call transfer for an H 323 call from one Cisco CallManager IP phone phone A to another phone B the H 323 signaling path does not change It remains terminated on the Cisco CallManager server The Cisco CallManager server establishes a new SCCP signaling path
126. d about the Cisco UE AAhow to set it up how to customize the scripts to suit your business needs and how to work with the Cisco UE AA Editor The end of the chapter provided information on the Cisco CME TCL AA Trade offs between using the Cisco UE AA and TCL AA were discussed Although Cisco UE is not the only means of offering AA with a Cisco CME system it is by far the most integrated and comprehensive solution COCO Se CEE Chapter 10 Cisco IPC Express Integrated Voice Mail This chapter covers the following topics o Cisco Unity Express UE voice mail application Subscriber voice mail features Caller voice mail features Administrative voice mail features Call redirection mto voice mail Working with users and names Dialplan considerations Voice mail networking Voice mail deployment considerations In Part I Cisco IP Communications Express Overview you learned about Cisco Unity Express and its contribution to the Cisco IP Communications IPC Express solution Cisco UE offers an automated attendant AA and a voice mail application integrated with the Cisco CallManager Express CME call processing software Chapter 9 Cisco IPC Express Automated Attendant Options covered the Cisco IPC Express AA options in detail including the AA offered by Cisco UE This chapter explores Cisco UE s voice mail capabilities in greater depth Alternative voice mail options that can be used with Cisco CME are covered in Chapter 11 Cisco
127. d five employees in the customer support center Calls between the two sites are routed over the IP WAN using voice over IP VoIP This saves the company money and also provides the convenience of uniform four digit dialing between the sites Both offices have PSTN connectivity via a Primary Rate Interface PRI line Figure 17 1 System Configuration View full size image In Figure 17 1 the extension numbers for the support office start at 1001 with an E 164 prefix of 555111 making the PSTN Direct Inward Dial DID number for employees at the office start at 555 111 1001 The E 164 prefix for the headquarters site is 555222 Mapping the DID number to the extension number is achieved by using the dialplan pattern command In this scenario everything seems to be working fine for the company Employees can call each other by dialing the appropriate four digit extension number and PSTN customers can call the support center by dialing the full PSTN DID number Example 17 1 shows the relevant portions of the configuration of the headquarters Cisco CME router HQ router Example 17 1 Headquarters Cisco CME Configuration HO Router show running config dial peer voice 1 voip destination pattern 1 session target ipv4 10 10 10 1 dtmf relay h245 alphanumeric l telephony service load 7960 7940 P00303020214 max ephones 24 max dn 48 ip source address 10 10 10 2 port 2000 create cnf files version stamp 7960 Jan 10 2004 14 22 22 di
128. derations When Integrating Cisco CME in H 323 and SIP VoIP Networks H 323 is the dominant protocol deployed for VoIP networks from an installed base perspective Because H 323 is more mature than SIP you can expect to see increased real world interoperability between different vendors H 323 products particularly with basic call handling However many of the high level VoIP networking considerations that apply to H 323 apply equally in the SIP context Some technical and protocol specific differences exist between H 323 and SIP VoIP networking but for the most part you ll find more commonality than difference at least at the level of technical detail that this chapter addresses The shared aspects of the two protocols means that the overall high level architecture and distribution of hardware and primary component roles within your VoIP network don t significantly depend on which protocol you choose to use for intersite VoIP For networks built on either H 323 or SIP you are dealing with peer to peer communication between sites Therefore you also need some kind of telephone number directory system to be able to resolve the IP address of the appropriate destination VoIP peer device for intersite calls In contrast this similarity between H 323 and SIP does not extend to Media Gateway Control Protocol MGCP and also Skinny Client Control Protocol SCCP which takes a significantly different approach to telephony Of course it is still possibl
129. device information TE aus Ta Wa Haha Sad Ae Aa Aa ana Aia ara naar CEE SSL CEE Summary This chapter covered how many of the different features of a Cisco IPC Express system are configured including Cisco CME phone and call processing features as well as Cisco UE AA and voice mail features It also gave an overview of the network management applications available for Cisco voice IP telephony solutions for small and medium businesses and enterprise branch offices It covered managing Cisco IPC Express when deployed as a managed service CPE by a SP This chapter also covered details on using the Cisco partner applications NetIQ Vivinet Manager with Cisco CME interfacing via Cisco CME s SOAP AXL APIs and Stonevoice Set Fe prey Next CEE Chapter 15 Cisco IPC Express System Configuration Example This chapter covers the following topics Configuring a two site sample Cisco IP Communications IPC Express system Planning and offline staging Basic router setup Initial Cisco CallManager Express CME system setup Configuring extensions and phones Configuring the Public Switched Telephone Network PSTN interface Configuring Cisco Unity Express UE automated attendant AA and voice mail Configuring Cisco CME call processing features Interconnecting multiple Cisco IPC Express systems Listing of the Site A and Site B Cisco CME and Cisco UE configurations built in this chapter This chapter provides a step by step configuratio
130. dial plan Cisco CallManager Expess CME call processing features such as intercom and hunting automated attendant AA Personal mailboxes and general delivery mailboxes GDMs Message waiting indicator MWI Voice mail networking Backup and restore The Cisco IPC Express GUI does not provide access to all the system s components You must configure many basic router features such as IP routing Dynamic Host Configuration Protocol DHCP and virtual LAN VLAN the PSTN trunk interfaces many dial plan aspects intersite interconnection and security features on the router itself The router leverages the Cisco IOS general and voice infrastructure software discussed in Chapter 3 Cisco IPC Express Architecture Overview You can configure components such as IP phones extensions AA and voice mailboxes via the Cisco IPC Express GUI This section briefly introduces the GUI Later sections provide a configuration overview of each system component Figure 14 1 shows the following main menu items of the Cisco IPC Express GUI o Configure Voice Mail Administration CEE Se CEE Configuring the Router Cisco IPC Express is based on the router architecture Many aspects of the system require certain router and LAN switch components to be configured and operational o IP interfaces such as Ethernet serial WAN or internetworking interfaces IP addressing and routing DHCP Router login and password accounts and security measures such
131. differentiate between multiple simultaneous calls This task ID is generated from the CRS Workflow infrastructure As discussed in the preceding section the calling called and original called numbers are important for the proper functioning of voice mail Because voice mail is implemented using a VXML voice browser software component these Call Information fields have to be passed to the voice browser As you can see in the voice browser trace in Example 21 24 the voice browser receives all these Call Information fields Example 21 24 Start of Voice Browser Traces cue trace ccn vbroswercore dbug cue show trace buffer tail 2702 10 10 12 31 10 338 ACCN VBRW O Task 18000000082 Here is the DefaultCompilationConfig set in the JVM en US 2702 10 10 12 31 10 338 ACCN VBRW 0 Task 18000000082 DefaultCompilationConfig will be set to en US 2702 10 10 12 31 10 338 ACCN VBRW 0 Task 18000000082 DefaultCompilationConfig is now set to JVM en US 2702 10 10 12 31 10 341 ACCN VBRW 0 Task 18000000082 enterLevel SESSION LEVEL 2702 10 10 12 31 10 341 ACCN VBRW 0 callContact getSessionID 5000000007 2702 10 10 12 31 10 341 ACCN VBRW 0 Task 18000000082 VoiceBrowser sessionid 5000000007 taskid 18000000082 2702 10 10 12 31 10 341 ACCN VBRW 0 callContact getCallingN umber 6003 2702 10 10 12 31 10 341 ACCN VBRW 0 callContact getDNIS null 2702 10 10 12 31 10 341 ACCN VBRW 0 callContact getDNIS null 2702 10 10 1
132. ding services Assume in the topology given earlier in Figure 18 6 that Cisco CME 2 has a high density voice network module NM HDV2 with digital signal processors DSPs that can be configured for transcoding services Example 18 29 shows such a configuration with the NM HDV2 present in slot 4 of the Cisco CME 2 router Example 18 29 DSP Farm Configuration for Transcoding Services CME2 show running config voice card 4 dspfarm dsp services dspfarm The DSP farm for transcoding services has to register with Cisco CME The DSP farm does not need to be physically present in the Cisco CME router chassis with which it is registered It may be present in a separate PSTN gateway router chassis at the same site In this example however the DSP farm is hosted on the Cisco CME router itself which is a common deployment Example 18 30 shows the configuration required to register the DSP farm to Cisco CME 2 You have to identify an interface whose IP address can be used in media setup for the services In Example 18 30 FastEthernet interface 0 0 is used The Cisco CME IP address that this transcoding device registers with is also configured 192 168 0 1 in Example 18 30 A transcoding profile is created in which you mention all the codecs that should be transcoded Several commands start with sccp because the transcoding device uses SCCP to register with Cisco CME and it is controlled by using SCCP Example 18 30 Configuration to Register th
133. dium such as E3 T3 or SONET Because ATM cells are easily processed in hardware faster processing and switching speeds ranging from 155 52 Mbps to 10 Gbps are possible authentication authorization and accounting Remote Authentication Dial In User Service See AAA RADIUS automated attendant See AA Automatic Number Identification See ANI CEE CEE Index A B C D E E G H N K L IM N O E Q R S T LU V WI X 2 Fe prey NEXT CEE Index A B D E E G 8 A K E M N O P Q R S T U V W X Z AA Automated Attendant call flow tracing call routing considerations calls to main office number configuring 2nd 3rd business hours schedules holidays customizing 2nd prompts recording scripts custom scripts dialbyextension aef dialbyname aef main aef SIP call flow system AA Cisco UE business hours call routing dial by name option dial by number option emergency alternate greeting holiday schedule transfer to operator feature TCL based troubleshooting blind transfers missing prompt files missing subflow script files active calls viewing parameters Active Voice LLC Reception system adding extensions phones Administration menu GUI administrative access 2nd access levels 2nd CLI configuring on Cisco CME administrator features Cisco UE broadcast messaging distribution lists language support mailbox
134. dly over the past decade or two This rapid evolution is likely to continue for some time It requires organizations to continually rethink their network architectures to take advantage ofthe latest available enhancements Not only do the technologies change but so do the companies trying to make best use ofthem Companies split and merge and reinvent themselves in a continuous effort to stay profitable and competitive This leads to real world networks made up ofa mixture of architectures formed by the ad hoc fusion of components contributed by multiple network designs Looking at VoIP networks that incorporate Cisco components you commonly see both central site Cisco CallManager networks using Survivable Remote Site Telephony SRST at some remote branch offices coupled with Cisco CME systems used at other remote offices Being able to interconnect these systems is a fairly important consideration In fact some busmesses deliberately design their networks using both central and distributed models to take into account issues with geographic variation in the availability of WAN services For example in the banking industry central Cisco CallManager designs have been widely used in city branches located in metropolitan areas where adequate bandwidth and quality of service QoS enabled WAN links are fairly readily available On the other hand Cisco CME systems have been used in small town bank branches located in more rural areas where WAN services might
135. dresses of your sites with a show ip route command on each site s router You should also be able to ping one site from the other Interconnecting Sites Via H 323 As soon as you have IP connectivity between the sites the next step is to add dial peers to route calls between the sites From Site A ifsomeone dials an extension that starts with 3 the call must be routed to Site B Similarly if someone at Site B dials an extension starting with 2 the call must be routed to Site A If your dialing plan is less uniform than the sample network in this chapter you may need multiple dial peers to route all calls Also if only one site has PSTN access and DID numbers for both the 2xxx and 3xxx ranges arrive on one PSTN trunk more dial peers are needed to route all calls correctly For the sample network the dial peers to route calls between the sites are shown in Example 15 49 Example 15 49 Sites A and B Dial Peers Site A 2xxx extension dial peers to direct calls to Site B 3xxx extensions cme 3725 show running config dial peer voice 3000 voip destination pattern 3 session target ipv4 10 1 229 1 dtmf relay h245 alphanumeric codec g7 llulaw no vad I Site B 3xxx extension dial peers to direct calls to Site A 2xxx extensions cme 2691 show running config dial peer voice 2000 voip destination pattern 2 session target ipv4 10 1 235 1 dtmf relay h245 alphanumeric codec g7 llulaw no vad At this point the sites c
136. dual line extensions assigned to phones For Site A the reply was yes refer to Example 15 2 A dual line configuration is needed for features such as call transfer call waiting and call conferencing A dual line configuration uses one line with two channels so that a second call to the same line can be put in call waiting mode or a call transfer or conference call can be initiated using the second channel You cannot change a nondual line ephone dn to dual line mode You have to insert the ephone dn with this mode If you chose dual line mode in the Setup Utility as in Example 15 2 you re all set Ifnot you may have to delete the ephone dns created by the utility Use the command no ephone dn x where x is the number of the ephone dns Reenter them in dual line mode using the ephone dn x dual line command Example 15 7 shows the first two ofthe five ephone dns created by the utility log shown in Example 15 2 Because the replies in the utility also specified that a voice mail system existed and that the pilot number was 2105 the call forward CLI has already been entered for the ephone dns Example 15 7 Ephone dns Created by the Setup Utility cme 3725 show running config ephone dn 1 dual line number 2001 call forward busy 2105 call forward noan 2105 timeout 10 ephone dn 2 dual line number 2002 call forward busy 2105 call forward noan 2105 timeout 10 You can create additional ephone dns using the CLI or you can log into
137. e 0 huntstop mwi on I ephone dn 9 number 9051 preference 0 secondary 9 huntstop huntstop mwi off l ephone dn 10 dual line We need dual line for Unity to execute consult transfers at its Auto Attendant number 8050 name Voicemail 1 preference 1 secondary 9 no huntstop ephone dn 11 dual line number 8050 name Voicemail 2 preference 2 secondary 9 no huntstop I ephone dn 12 dual line number 8050 name Voicemail 3 preference 3 secondary 9 no huntstop ephone dn 13 dual line number 8050 preference 4 secondary 9 huntstop ERAN ae re A ae CEE CEE A Cisco Unity System with a Network of Cisco CMEsCentralized Voice Mail Architecture Cisco Unity can support thousands of subscribers so when it is used with Cisco CME it often makes sense to share a single Cisco Unity system among many Cisco CMEs in a network of Cisco CME nodes The advantages of doing this instead ofusing a Cisco Unity Express UE system at each site are that voice mail administration can be done at a single central location and a voice mail networking configuration is not needed to exchange messages between users located at different sites However you still need a Cisco CME collocated with Cisco Unity because Cisco Unity registers with only a single local Cisco CME system This configuration was discussed in Chapter 11 A centralized Cisco Unity system also means that all calls that access voice mail have to trave
138. e 10 100 Mbps Ethernet interfaces to connect to a LAN switch and operate from a 19V DC external power supply The Cisco 7935 and 7936 do not support inline power The conference station has standard dial pad of hook volume control and mute buttons Additional buttons are available on the phone to configure and navigate through the network and phone parameters The conference station does not have a handheld receiver Hence the phone s off hook button should be used to make a call The Cisco 7935 can cover a 10 ft by 12 ft 3 mby 3 6 m conference room and the Cisco 7936 can support a room as big as 20 ft by 30 ft 6 m by 9 1 m The Cisco 7936 has two external microphones that can be connected to the main unit Configuring the Cisco 7935 and 7936 Conference Stations Configuring a Cisco 7935 or 7936 conference station is similar to doing so with the IP phones mentioned in the previous sections You can manually configure the phone s network parameters from the phone in a similar fashion The Cisco 7935 and 7936 should be configured with their respective device types when configured under Cisco CME The menu button on the conference station provides access to network and phone specific parameters This menu is slightly different from the one on the phones discussed in the previous sections You can access the network parameters by selecting the option admin setup This menu is password protected it comes with a factory default password of
139. e DSP Farm to a Cisco CME CME2 show running config sccp local FastEthernet0 0 sccp ccm 192 168 0 1 identifier 1 sccp ip precedence 3 sccp I sccp ccm group 1 bind interface FastEthernet0 0 associate ccm 1 priority 1 associate profile 1 register mydsp1 l dspfarm profile 1 transcode codec g7 llulaw codec g llalaw codec g729ar8 CEE CEE Troubleshooting H 323 GK Integration The section Troubleshooting Common Problems with Network Call Transfers covered common problems with call routing dial peer configurations You can manage routing configuration between nodes in a network effectively if you have only a handful of Cisco CME sites in your network As the number of Cisco CMEs and PSTN gateways increases it becomes increasingly cumbersome to use manual dial peers pointing to each Cisco CME and PSTN gateway in the network at each of the sites This is where a GK becomes a useful addition to the network You can configure a Cisco IOS voice enabled router as an H 323 GK by using the appropriate Cisco IOS image Figure 18 7 shows a sample topology with four Cisco CMEs in the network and using one of the Cisco CMEs as a GK With this kind of network all the call routing information can be centralized in the GK All the extension based and E 164 dial peers on the remote Cisco CME systems point to the GK Only the GK has true knowledge of the dialing plan This minimizes issues with call transfers and forwards caused by a lack
140. e at the receiving end To create an intercom you assign a line button on each of the two phones to operate as an intercom line Pressing the intercom line button selects the line and triggers the autodial function toward the second phone The receiving phone receives the incoming intercom call on its intercom line This line autoanswers the call and activates the phone in speakerphone mode and sounds a beep It also forces the speakerphone to mute to protect the privacy of the intercom recipient The audio path is open from the initiator to the receiver To respond to the intercom the recipient simply presses the mute button to unmute the audio path back to the originator The intercom Command Example 5 21 shows a configuration of an intercom between two IP phones Example 5 21 Intercom Lines router show running config ephone dn 1 dual line number 1001 name John Smith ephone dn 2 dual line number 1002 name Jane Smith ephone dn 3 number 1111 intercom 1112 label Jane ephone dn 4 number 1112 intercom 1111 label John ephone 12 mac address 000d 1234 0efc button 1 1 23 ephone 15 mac address 000d 5678 0dcf button 1 2 24 Example 5 21 shows two phones John s phone has button 1 as his primary extension line Button 2 on John s phone is an intercom line This line is set to autodial Jane s phone using the number 1111 The button is labeled Jane to show that pressing the button intercoms to Jane Note The intercom lines are co
141. e covered in this section Outbound greeting bypass Message editing Urgent messages Mailbox full indication Message leaving and mailbox login Zero out destination or revert to AA The second type of caller is a subscriber Features available to this type of caller were covered in the section Subscriber Features Outbound Greeting Bypass If callers are not interested in listening to the outgoing greeting of the mailbox reached they can bypass the greeting and proceed immediately to the beep where they can leave a message The caller can bypass the outgoing greeting of a voice mailbox by pressing on the phone keypad at any time during the greeting playout Message Editing After recording a message a caller can listen to edit rerecord or delete the message before sending Or he or she can simply hang up and the message is automatically sent Urgent Messages Ifa caller hangs up after leaving a voice message for a subscriber the message is sent with normal priority Ifa caller presses the key to end recording of a message the Cisco UE voice mail system provides a menu where the caller can choose to tag the message as urgent among other options such as rerecording the message deleting it or listening to the message before sending Urgent messages are played at higher priority in the recipient s mailbox so that a subscriber hears urgent messages CEE CEE Administrator Features As the system administrator
142. e mail system interaction because the caller might hear unexpected prompts or no prompts at all after pressing a digit When this situation occurs it is quite possible that the digit pressed on the phone and translated to a SIP NOTIFY message did not reach the CRS application or the voice browser software components of the Cisco UE voice mail application To understand what is happening if this situation arises it is useful to troubleshoot the voice browser s operation It is very difficult to be specific about common problems encountered in this area so instead this section uses an example of an active TUI session to Cisco UE and discusses the salient aspects of the trace output Showing how the TUI session should work helps you understand how to troubleshoot any problem that might arise in this area You can use the same tracing techniques to troubleshoot any issues with response time for DTMF from the voice mail system For example if you feel that the voice mail system s response to DTMF digits pressed on a phone is too slow you can view the response time in these traces Look at the time stamp at which the digit arrives at the voice mail application and the time stamp at which the next prompt is played A large delay between the two time stamps might point to a performance issue on the Cisco UE system Example 21 24 shows a voice browser trace for a call forwarded to Cisco UE voice mail You can use task ID Task 18000000082 in this case to
143. e non G phones or with language independent icons the G series Hardware The Cisco 7960G and 7940G IP Phones look identical except for the number of buttons on each phone The Cisco 7940G has two line buttons whereas the Cisco 7960G has six line buttons and can have an additional 28 lines with the addition ofup to two Cisco 7914 expansion modules The phones require 48V DC power for operation The Cisco 7960G and 7940G IP Phones include a 10 100 Ethernet switch port that allows a PC to be connected via the phone s Ethernet connection The two Ethernet ports on the phone are marked as 10 100SW and 10 100PC The 10 100SW should be connected to the Ethernet switch port and the 10 100PC port can be connected to a UNIX workstation or PC as shown in Figure 4 2 Figure 4 2 Connecting a PC to an IP Phone Both phone ports are capable of autonegotiation 48V power is required for the phone to operate This can be provided by an external power supply unit or via a LAN switch with inline power capability The inline power LAN switch might be an external switch or an integrated Layer 2 LAN switching module resident in the network module or high speed WAN interface card HWIC slot of the Cisco CME router Only the 10 100SW port can receive inline AAA a a eee CEE CEE The Cisco 7914 Expansion Module The Cisco 7914 Expansion Module is an add on device that attaches to the Cisco 7960G IP Phone to increase the number of line buttons Figure 4
144. e router chassis Although Linux is the operating system OS underlying the Cisco UE software it is an entirely embedded system It is invisible and inaccessible to the system s external interfaces CLI GUI IP Likewise Cisco UE s database and Lightweight Directory Access Protocol LDAP directory components are purely internal to the architecture they have no external access or interfaces Cisco UE can be deployed with Cisco CME or Cisco CallManager as the call control agent Only the Cisco CME deployment architecture is within the scope of this book Go to http www cisco com go cue for more information on how to deploy Cisco UE in Cisco CallManager SRST networks Cisco UE Hardware Architecture The Cisco UE application is based on an Intel Pentium based hardware module that fits into the router chassis It is available in two form factors Network module NM CUE Advanced Integration Module AIM CUE The NM form factor contains a hard disk for persistent storage whereas the AIM form factor uses an industrial strength compact Flash card The Cisco UE hardware module irrespective of form factor has a back to back Fast Ethernet connection to the host router The host router sees an Ethernet interface through its Peripheral Component Interconnect PCI backplane that is internally hard wired to a second Ethernet interface The second interface called the service engine interface is controlled by the Cisco UE module as shown in Fig
145. e seen when a listing of all the system scripts is given the script is called promptmgmt aef The GMS offers two main features related to the Cisco UE AA as discussed in the following sections Recording or deleting the EAG Recording and listening to custom prompts Prompts on the Cisco UE system must be a specific wav file format to be played correctly You can record prompts with the GMS or offline with a PC or studio sound equipment and then upload them to Cisco UE You can download prompts already resident on Cisco UE to your PC as wav files Uploading and downloading prompts works just like uploading and downloading scripts as discussed earlier in the section Uploading and Downloading Scripts Recording or Deleting the EAG You can record the EAG via the GMS Calling into the GMS guides the administrator through the process of recording or deleting the alternate greeting Step 1 The script prompts the caller administrator to enter his or her extension and PIN to determine ifthe caller has administrative rights on the system Step 2 After the caller is authenticated the script checks to see ifan EAG exists on the system Ifit does not the script prompts the administrator to record one Step 3 As soon as the EAG is recorded and saved it becomes active and new callers to the AA start hearing the EAG before the regular welcome prompt Ifthe EAG already exists on the system the script prompts the administrator to dele
146. e subscriber s phone However the voice mail back end component does not have access to any call control mechanism to place the outcall to Cisco CME Instead it depends on the CRS component which contains a SIP stack for call control However there is no direct interface between the voice mail back end and the CRS component The CRS component as discussed in Chapter 3 can start applications on three kinds of triggers E mail HTTP Call To affect MWI changes the voice mail system internally sends an HTTP trigger to the CRS software A aviar lara ODO annhaatinn 74 llad ricsrrarunanarnlinahtan ah an accAriatad cant pa llad natt AIT aaf axate and ia CEE CEE Troubleshooting Voice Mail VPIM Networking Chapter 10 Cisco IPC Express Integrated Voice Mail explamed Cisco UE support for voice mail networking using Voice Profile for Internet Mail VPIM It interworks with other Cisco UE systems and Cisco Unity systems in a network This section discusses some common problems faced in deploying this feature and how to troubleshoot and fix them Cannot Send and Receive Network Messages from a Location If you notice that you cannot send or receive any messages from a particular location a probable cause is that the local location ID is not configured in the system Until you configure this on a Cisco UE system voice mail networking is not enabled If you are trying to send a network message from a system where a local location ID is
147. e to connect Cisco CME to MGCP networks primarily using either H 323 or SIP Many MGCP Call Agent implementations using MGCP internally for phone control use H 323 or SIP to connect separate Call Agents as intersystem peer to peer Cisco CME itself does not support control of MGCP endpomts Cisco CME uses SCCP for phone control and SCCP shares many common traits with MGCP The term VoIP here specifically describes long distance VoIP telephone calls that traverse a WAN This interpretation excludes SCCP used to control local IP phones Although SCCP technically does use VoIP technology it is primarily used in the context of operating voice calls within the confines of a LAN with more or less unlimited bandwidth and many fewer concerns about security You can view the H 323 SIP versus SCCP contrast as the difference between interbranch office voice traffic and intrabranch office voice traffic or alternatively as long distance WAN versus local VoIP LAN This division is useful in many ways because it inherently supports the often necessary difference in treatment of calls between internal and external phone users In some cases you will want to treat H 323 calls as internal calls and won t want a high degree of differentiation in the treatment of LAN versus WAN calls such as calls between separate systems on two floors of the same building Cisco CME has features that address this although currently you cannot treat a network of many Cisco C
148. e up PSTN FXO trunks multiple line appearances and support for wireless phones A store typically would use shared line appearances on its phones meaning that when a certain department receives a call all the phones in that department ring This allows any sales representative not assisting customers to pick up the call Voice mail systems typically are not used during regular business hours because retailers strive to answer calls as they come in and to process the customer query immediately Voice mail may be useful to certain store employees such as managers and supervisors to aid in communication with headquarters for example a broadcast message about new sales goals or special incentives Certain stores have a full time manager who supervises the employees walks around the store and uses the phone CEE CEE Other Cisco IP Telephony Solutions for the Enterprise Branch and Small and Medium Offices The Cisco IP telephony call processing options for the enterprise branch and small or medium office include Cisco CallManager with Cisco SRST and Cisco IPC Express which you learned about earlier in this chapter Cisco CallManager is made up of call processing software running on a Cisco Media Convergence Server MCS Cisco SRST is a backup call processing service providing local telephony features in the event of a connectivity failure between a centralized Cisco CallManager and the remote IP phone in a branch office This section
149. ed in how you can use Cisco UE voice mail in Cisco CallManager networks consult Cisco com for more information http www cisco com go cue Cisco UE s voice mail capabilities are the same for both deployment choices Cisco UE is offered in two hardware form factors a Network Module NM CUE and an Advanced Integration Module AIM CUE The Cisco UE hardware provides for a fully self contained software and hardware system with an onboard CPU and operating system memory and storage capacity a hard disk on the NM and compact Flash CF on the AIM This relieves the router s processing ofthe tasks required to execute and manage AA menus and voice mail messaging For this reason Cisco UE does not impact the router s performance at all The Cisco UE hardware draws power from the router chassis Allcommunication between the router and Cisco UE software is carried across the router s backplane The Cisco UE module is inserted into the router an IP address is assigned and the system is active This complete integration means that Cisco UE requires no external servers or cabling and only minimal configuration and setup to deploy as a fully functional voice mail system Cisco UE provisioning and installation are covered in detail in Chapters 13 and 14 Cisco UE requires a minimum of Cisco IOS software release 12 3 4T Cisco CME 3 0 on the router using the IP Plus or IP Voice minimum software image The AIM CUE was introduced later and requires Cisco IOS
150. ed to support large numbers of users whereas Cisco CME can support only up to 240 users Figure 11 1 shows how Cisco CME is connected to the Cisco Unity system Figure 11 1 Standalone Cisco CME with Cisco Unity Messaging CEE CEE Stonevoice Voice Mail Cisco CME can integrate with various non Cisco voice mail systems using H 323 One of the H 323 voice systems supported by Cisco CME ss the Stonevoice Switch Answering Machine SSAM a unified messaging system designed to provide access to and control over software based voice mail services SSAM is a Windows 2000 based application that runs on an external PC All traffic between Cisco CME and SSAM uses H 323 Figure 11 4 shows how the Stonevoice SSAM application integrates with Cisco CME Figure 11 4 Cisco CME with Stonevoice SSAM Voice Mail When integrated with CME SSAM supports the following Direct access to voice mail Call forward no answer CFNA or call forward busy CFB to a personal greeting MWI For more information on the SSAM system go to http www stonevoice com The following sections provide more details on integrating a Stonevoice system with Cisco CME including a Configuring Cisco CME for Stonevoice MWI from Stonevoice Configuring Cisco CME for Stonevoice Communication between Cisco CME and SSAM is via H 323 so you have to configure an H 323 dial peer to direct calls into the SSAM system You must configure a voice mail pilot number for example 99
151. edeploy and it does not have enough slots to add Cisco UE into the chassis In this case you can run Cisco CME on one router and physically house Cisco UE on a different router at the same site Ensure that LAN connectivity exists between the two routers however as opposed to low speed serial connectivity Also Cisco UE can provide voice mail to only a single Cisco CME site You cannot centralize one Cisco UE system to provide voice mail to multiple remote Cisco CME sites as you can do with a Cisco Unity system CEE SSL CEE Summary This chapter discussed the voice mail capabilities provided by the Cisco UE aspect ofthe Cisco IPC Express solution The operation of the voice mail features was discussed from a subscriber caller and administrator point of view System level features such as storage options as well as typical voice mail activities such as sending and addressing messages were also covered This chapter explained how to configure Name fields in Cisco CME and Cisco UE to tailor the phone displays dial by name options and directories in your office The configuration and operation of voice mail networking between sites was discussed to help you network your sites into a cohesive business You should now have a good understanding of the features Cisco UE provides and how to tailor the system to your needs for call flows name displays and the general operation of your office The internals of the application and how to tr
152. eers VoIP dial peers dial by name option Cisco UE dial by number option Cisco UE dialbyextension aef script dialbyname aef script CEE Sa CEE Index A B C D E E G H N K L IM N O E Q R S T U V 4 X 2 E 164 numbers 2nd calls forwarded to voicemail troubleshooting ECS Empty Capabilities Set 2nd emergency alternate greeting Cisco UE enabling Idle URL feature traces on Cisco UE XML services ephone command ephone dn command 2nd configuring dial peers dual line mode overlay dn co ation 2nd expanding phone button count limits shared lines with intercoms secondary number ephone hunt command ephones erasing Cisco IP Phone configurations examples Site A configuration Site B configuration XML application expanding phone button count limits Extensible Markup Language See XML extensions adding configuring 2nd external LAN switch configuring SSL CEE SSL CEE Index A B C D E E G H N K E IM IN O E Q R S T LU V 4 X Z fast busy tones troubleshooting financial services implementations for Cisco IPC Express firewalls and IPv4 address shortage firmware for IP Phones upgrading forwarded calls to voicemail troubleshooting from E 164 numbers from internal extension forwarding calls billing options on SIP networks t
153. eld always selects the voice mail greeting that Cisco UE plays to the caller For example if extension 3001 calls extension 3061 which CFAs to extension 5001 which in turn CFNAs to voice mail the caller at extension 3001 hears the voice mail greeting of the subscriber associated with extension 5001 Some voice mail systems use the original called Number Field for voice mailbox selection In the call flow just described that would be extension 3061 This field does not change regardless of how many times the call is subsequently diverted before reaching voice mail Some voice mail systems including Cisco UE use the last Redirected Number field Other systems allow you to configure which field to use Transfer and Conference Other possible ways for a call to enter a voice mail system are by using call modification features such as transfer and conference Call transfer to voice mail is fairly common but call conference is perhaps less so If your business has a receptionist or administrative assistant answering calls a caller may choose to transfer to the employee s voice mail instead of waiting to speak to the person This scenario is discussed in detail in Chapter 9 in the section Transferred Calls That Forward to Voice Mail When a call is transferred to voice mail the extension initiating the transfer is the last redirected number and this extension s mailbox is selected For example suppose a PSTN caller calls the receptionist at
154. em to your office For the expert user CLI access is often more expeditious than using a GUI The CLI for Cisco CME is part of the Cisco IOS router CLI Access to the Cisco UE CLI requires that you log into the router CLI and then open a session to the Cisco UE application s CLI which is modeled on Cisco IOS CLI but is not exactly the same If you re a system administrator and are familiar with Cisco IOS and CLI commands you can Telnet to the Cisco CME router or use the console port access the Cisco UE service engine from the same Cisco CME router and perform all the setup and configuration tasks by using CLI commands Users unfamiliar with CLI in general and Cisco IOS router CLI in particular might find it much more intuitive to perform day to day moves adds and changes using the system GUI after an administrator or system reseller has set up the initial system for you and created a GUI account The following sections briefly summarize the Cisco CME and Cisco UE CLI commands Cisco CME CLI Command Summary General Cisco CME CLI commands are under the telephony service command on the router Other key Cisco CME commands are ephone and ephone dn where many of the phone and call processing features are configured Vai nan tnd a mara in Aasth Aadcamntinan Ar tha Pirri O WAE nammoande m tha Cran I NAE A dr miciratine an CEE CEE System Installation and Initial Setup When you order a new Cisco IPC Express system both the router and the Ci
155. en in the section Configuring NTP Setting Up the LAN Switch You can use either an external LAN switch or an internal EtherSwitch housed inside the router chassis You should define virtual LAN VLAN for both voice and data traffic External LAN Switch For an external LAN switch to enable separate VLANs for voice and data on a single router port configure a trunk between the Cisco CME router and the LAN switch The Cisco Catalyst 3550 and 3560 support autodetection of the VLAN type for IP phones voice VLAN and PCs data VLAN VLAN configuration varies between LAN switch types Consult the appropriate documentation for the LAN switch model you are using CEE CEE Step 3 Initial Cisco CME System Setup You have now set up the basic routing and LAN switching The next task to accomplish is to start setting up the basic Cisco CME configuration You can accomplish this in several ways Use the Cisco CME Setup Utility Copy and paste the configuration or segments thereof from the staging configuration if you used that tool Configure the commands individually on Cisco CME In the next section you use the Cisco CME Setup Utility to do the basic Cisco CME configuration If you are not using this utility check the resulting CLI from the sections following the discussion of the Setup Utility and compare that to the CLI that exists in your configuration to ensure that all the different parameters are set to the desired values Refe
156. eplaced with a new call to the forward to destination phone The forwarded call can potentially require the use of different parameters than those negotiated for the original called phone The busy and unconditional forms of call forwarding usually don t involve a preliminary call actually reaching the forwarding phone this tends to simplify the signaling Figure 8 6 shows call forwarding between a Cisco CME system and a Cisco CallManager using MTP Figure 8 6 Cisco CallManager and Cisco CME Call Forwarding with MTP View fullsize mage jyjyjUZKjlYK C O7O llll T You can see that Figure 8 4 which shows call transfer and Figure 8 6 which shows call forwarding are nearly identical Figure 8 7 shows intersite Cisco CME call forwarding for a call from a Cisco CallManager Compare it to Figure 8 5 for the equivalent call transfer case Figure 8 7 Cisco CallManager Forwarding with Multiple Cisco CM Es View f ll size image CEE Se CEE Connected Party Name and Number Services One of the reasons why Cisco CME uses the H 450 2 call transfer and H 450 3 call forwarding mechanisms is that it provides a standard means to support updating of the originating phone s display to track who the connected to party is Connected party display is often considered an important feature in business telephone networks The connected party display is broader than the usual residential caller ID display you may be familiar with at home Not only does
157. er diverse aspects of the system in their daily work including defining requirements training the sales force and customers designing and implementing the software and testing and certifying system operation We would like to thank Sarat Khilnani Tomoo Esaka and Markus Schneider for reviewing this book and suggesting countless improvements The larger Cisco product teams were invaluable in their support of the author team and making knowledge and equipment available toward the production of this bookin particular Ed Leonhardt Andy Feest Dean Galanos Praveen Sankaran Vallinath Panchagnula Subodh Shah Narendra Hosehalh Chandrodaya Prasad Yuan Cai and Haitao Zhang Our thanks also to the Cisco management team for supporting us in this endeavor including Michael Wood Deependra Vaidya Jiabin Zhao Sarat Khilnani and Sam Lyall Thank you also to Tim Redpath of Metavante who helped with questions on implementations in different industries Finally a sincere thank you to John Kane Dayna Isley and the rest of the Cisco Press team for the editing and production of this book and for their patience and support in dealing with seven authors Fe prey NEXT a T4 PREY NEXT I Icons Used in This Book View full size image AAA BEL Fe prey N
158. er new software is loaded on the system you must run the Initialization Wizard You invoke a browser on a PC with a URL pointing to Cisco UE After logging in you go through a number of steps including Importing users from Cisco CME Defining the various pilot numbers Here are a couple common issues encountered when running the Initialization Wizard Y ou are unable to log on to the Initialization Wizard After all the procedures are complete the system returns with a failure The next sections describe how to identify both issues Unable to Log into the Initialization Wizard At the login window you enter the administrator username and password assigned during the post installation procedures If you are unable to log in the issue could be that the username and password were not entered properly or that uppercase or special characters have been used To verify that the administrator username is legitimate go to the CLI and check the Cisco UE configuration The username entered should be one of the administrators defined on the system You can verify that the username admin belongs to the Administrators group as shown in Example 19 27 Example 19 27 Displaying Members of the Administrators Group cue show group detail groupname Administrators Full Name Administrators Description Phone Phone E 164 Language systemDefault ga_IE Owners Members admin Privileges superuser ManagePrompts ManagePublicList ViewPrivateList
159. er offices that use a digital trunk such as a PRI often need a backup method to connect to the PSTN This requirement results in the PRI being the mam PSTN connection point in addition to a handful of FXO trunks typically to back up a Tl or BRI interfaces typically to back up an El used ifthe main interface is down In this configuration the dial peers directing calls to the main interface must be duplicated to also point to the backup interface You can force calls to use the main interface when it is available by using the preference command on the dial peers pointing to these trunks The use of the preference command is covered in Chapter 5 Cisco CME Call Processing Features Another need is to have a backup mechanism for a small office with FXO trunks ifa power failure should occur FXO hardware supports a feature called FXO Power Failover that allows a hardware relay connection between a red phone a specially dedicated analog telephone in your office that normally is not in use and the PSTN Ime in case the router is not powered On Cisco voice hardware the NM HDA 4FXS FXO expansion card the EM HDA 4FXO and the EVM HD 8FXS DID FXO expansion card the EM HDA 6FXO each have one port per card that has this power failover capability Other Cisco FXO hardware cards do not support this feature SSL e pre NEXT SSL CEE Summary In this chapter you learned how to connect your Cisco CME system to the PSTN You reviewed the
160. er patterns configuring transfer to operator feature Cisco UE transferred calls 2nd transferring calls billing options on VoIP networks SIP REFER troubleshooting with H 450 services triggers tromboning troubleshooting AA Automated Attendant missing prompt files missing subflow script files transferred calls backup restore operations call forwarding call transfers missing transfer patterns Cisco IPC Express Cisco UE connectivity problems fast busy tones Initialization Wizard installation problems SOL database startup Cisco Unity integration conference failures because ofcodec mismatch CEE SSL CEE Index A B C D E E G H H K L IM IN O E Q R S T LU V 4 X 2 UE See Cisco UE unanswered AA calls troubleshooting unassociated group users in GUI troubleshooting unassociated mailbox users in GUI troubleshooting unsupervised transfer upgrading Upgrading Firmware message phone display uploading AA scripts urgent messages user IDs user login authentication users Cisco UE BBL CEE CEE Index A B D E E G H 0 K L IM N 0 2 Q R S T U VI W IX 2 validating scripts VAR SI value added reseller systems integrator model verifying MWI configuration viewing AA scripts active call parameters Cisco UE system information virtual vo
161. es screen as the Login Name field The Configure gt Users screen as the User ID field The Voice Mail gt Mailboxes screen as the Mailbox Owner User Group ID field The ephone Username field in the router CLI This user ID uniquely identifies each user It cannot change after the user is defined If it must change the user must be deleted and reinserted into the system s configuration You want to avoid doing this so plan user ID assignments carefully before entering them into the system configuration Caution Deleting a user also deletes his or her associated voice mailbox The action of changing a user ID therefore amounts to redefining the user s mailbox and losing deleting all of the user s current voice mailbox contents Clearly this is undesirable which is why user IDs typically never change after the system is configured and your employees start using it for their daily tasks Ifa user preexists in the Cisco CME configuration before Cisco UE is installed and configured this user ID is automatically imported from the Cisco CME configuration into the Cisco UE Initialization Wizard This wizard is further discussed in Chapter 13 Note If the Cisco CME CLI ephone dn username configuration is changed by using the router s CLI and the Cisco UE GUI is then synchronized with the latest changes a new user is created and shows up in the configuration The mailbox associated with the old user definition cannot be moved to the new user
162. ess CME call processing and IP phone features and operation Cisco CME provides Cisco IOS router based call management and control to the IP phones and public switched telephone network PSTN trunks defined on the system An IP telephony package for a small or medium office or enterprise branch office is for most installations incomplete without automated attendant AA and voice mail functions even though not everybody needs these features An AA is a voice system feature that automatically answers your business s incoming calls with a welcome greeting for example Thank you for calling company x It also provides a menu of choices for the caller to select from The caller presses the appropriate button on the phone The AA system then interprets the dual tone multifrequency DTMF tones and redirects the call to the chosen destination based on the menu selection This chapter discusses the Cisco IP Communications IPC Express options for AA functionality including an integrated AA application and a Toolkit Command Language TCL based AA The integrated AA option is a Cisco CME application Cisco Unity Express Cisco UE which includes both an AA and a voice mail component The AA component is covered in this chapter and the voice mail portion of the application is discussed in Chapter 10 Cisco IPC Express Integrated Voice Mail The Cisco UE AA ss a full featured customizable AA application offering an easy to use graphical user
163. ess system are o The call processing software Cisco CallManager Express CME The IP Communications platform ranging from the Cisco 1700 to the Cisco 3800 series Integrated Services Routers ISRs supporting the Cisco IOS software that provides routing security and numerous networking interfaces The IP based applications such as Cisco Unity Express UE and Cisco Unity offering automated attendant AA voice mail and various phone based services CEE Se CEE The Purpose of Cisco IPC Express In an IP telephony network voice and data traffic converge from their separate sources onto a single IP network infrastructure Most communications solutions available today however still deploy multiple platforms for different functions in the network For instance a private branch exchange PBX or key system delivers the telephony infrastructure and a separate LAN switch delivers local data connectivity A router manages Internet or WAN access and a virtual private network VPN appliance intrusion detection system and firewall deliver the security infrastructure As a result the financial investment and management resources to deploy a multiple platform network add up quickly The Cisco IPC Express system integrates data voice security and routing into a single IP communications platform No separate server or appliance is required for any of these network capabilities You can also integrate additional features such as content de
164. essage service 2105 Call forward No Answer Timeout 18 10 Do you wish to change any of the above information yes no no Setup completed config cme 3725 config 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 1 1 changed state to up 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 1 2 changed state to up 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 2 1 changed state to up 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 2 2 changed state to up 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 3 1 changed state to up 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 3 2 changed state to up 2w3d SLINK 3 UPDOWN Interfac phone dsp DN 4 1 changed state to up CEE CEE Step 4 Configuring Extensions and Phones On Cisco CME you normally configure DNs ephone dns before configuring the phones ephones This is different from Cisco CallManager where phones must register before you configure extensions On Cisco CME you can configure extensions regardless of whether the phones are registered The following sections walk you through setting up phones and extensions on this chapter s sample system Defining Extensions The Cisco CME Setup Utility has already created basic DN and phone definitions for the number of phones you specified For the Site A setup five phones were specified One ofthe Setup Utility questions that inquires about dual line phones is Do you want
165. etwork the best option Here the term centralized is used in a looser sense than in the preceding sections meaning that most phones and sites draw their call processing services from another larger site But inevitably multiple Cisco CallManager servers are distributed among several of the largest central locations and the network is strictly speaking a hybrid network The multiple servers are required for both scalability and reliability Thus the core of the network is a distributed model whereas the smaller sites follow a centralized model In these types of networks voice mail is often also centralized provided by large scale servers with thousands or tens of thousands of users per server or server farm Many other applications such as e mail and business applications for example product ordering systems and web servers might also be located at the same site and concentrated in the same data center s Therefore they are a centralized resource to the majority of the remote sites in the network Providing both call processing and voice mail services in a centralized manner requires the following network and business attributes Sufficient WAN bandwidth for voice calls from the remote sites to the central site where the call processing Ar VA Be CAaruarc ara hactan CEE CEE Understanding Cisco IPC Express Deployment Models This section explores Cisco IPC Express network deployments in greater detail This assumes that one o
166. ext a Se CEE Command Syntax Conventions The conventions used to present command syntax in this book are the same conventions used in the IOS Command Reference The Command Reference describes these conventions as follows e Bold indicates commands and keywords that are entered literally as shown Italic indicates arguments for which you supply actual values Vertical bars separate alternative mutually exclusive elements Square brackets indicate an optional element Braces indicate a required choice Braces within brackets indicate a required choice within an optional element CEE Se CEE Introduction Cisco IP Communications Express CallManager Express with Cisco Unity Express is the first comprehensive book describing Cisco converged communications solutions for the small standalone or enterprise branch office Much has been written on solutions for larger enterprise networks but a dearth of information exists for solutions for offices employing fewer than 100 people IP based communications solutions for the small or branch office are now a reality in terms of technology price and product availability Advanced features in an easy to use single box packaging now offer exciting new options for the small business owner or for smaller sites ofa larger network Wherever a router is deployed to provide data traffic or Internet access that platform can also be leveraged or upgraded to provide full telephony
167. extension 3001 The caller wants to speak to User5 at extension 3005 Ifthe receptionist transfers the call to voice mail extension 3001 s mailbox is selected Chapter 9 describes a workaround configuration that allows your receptionist to transfer a call without ringing the destination extension 3005 while having the caller hear extension 3005 s voice mail greeting CEE CEE Working with Users and Names The Cisco CME and Cisco UE configurations include various username fields Understanding which Name field controls which aspect of your system helps you configure your Cisco IPC Express system including voice mail to the best benefit for your business Names are associated primarily with users but also in some specific cases with phones Cisco CME and Cisco UE mutually identify a user by a unique user ID field Before discussing the various Name fields in more detail it is necessary to understand how a Cisco IPC Express system handles user IDs User ID A user ID is a tag the system uses to track and identify a user and his or her associated configuration Cisco CME and Cisco UE use the user ID tag to coordinate configuration information about a specific user between the router s configuration Cisco CME and the configuration information stored on Cisco UE s local disk or Flash unit The user ID is a single configuration field but it shows up in various locations in a Cisco IPC Express system configuration The Configure gt Phon
168. fice will use one or the other but not both If analog hardware is present in your Cisco CME system ports show up automatically in the router configuration as follows voice port 2 0 0 voice port 2 0 1 To add caller ID to analog FXS or FXO ports use the caller id command as shown in Example 15 13 Example 15 13 Configuring Caller ID on FXS or FXO Ports cme 3725 show running config voice port 2 0 0 caller id enable voice port 2 0 1 caller id enable Digital ports do not show up in the configuration simply because the hardware is present in your router All you see by default is the controller statement alerting you that T1 or El port hardware is present On the newer controller cards that allow software configuration for either T1 or El operation on the same hardware the controller doesn t show up in the configuration until you configure the port type to be either T1 or El operation Use the card type command to accomplish this Example 15 14 shows the configuration for a T1 PRI trunk type with the SESS switch type Which switch type you should use depends on the central office you connect to and varies between geographic locations as well as for T1 compared to El ports The voice port 0 0 23 in Example 15 13 is created automatically by the pri group configuration as is the D channel interface interface Serial0 0 23 in Example 15 13 Ifyou have T1 Channel Associated Signaling CAS or El R2 connectivity to the PSTN you use
169. for the SEPxxxxyyyyzzzz cnf xml file is shown in Example 17 18 Example 17 18 Contents of the XM LDefault7960 cnf xml File CS_router more system ts XMLDefault7960 cnf xml lt device gt lt devicePool gt lt callManagerGroup gt lt members gt lt member priority 0 gt lt callManager gt lt ports gt lt ethernetPhonePort gt 2000 lt ethernetPhonePort gt lt ports gt lt processNodeName gt 10 10 10 1 lt processNodeName gt lt callManager gt lt member gt lt members gt lt callManagerGroup gt CEE CEE Working with the Class of Restriction Feature This section examines issues you may face while configuring the Class of Restriction COR feature for Cisco CME phones COR is an existing Cisco IOS feature used to apply restrictions on originating and terminating calls from the router COR is a feature applied to voice dial peers Because dial peers are a subcomponent of the Cisco CME ephone dn configuration COR configurations can also be applied to ephone dns First this section offers a brief discussion of COR s operating principles Then you ll learn how to apply COR to a Cisco CME system and troubleshoot some ofthe possible errors that may come up COR is like a lock and key mechanism Ifthe COR applied to an incoming dial peer for incoming calls is a superset of or equal to the COR applied to the outgoing dial peer for outgoing calls the call is allowed to complete successfully Figure
170. from Cisco CME through H 323 control channel signaling This means that the Cisco CME system signals to the Cisco CallManager which in turn instructs the Cisco CallManager s IP phone to generate the ringing tone locally The reasons for this difference include the following It saves some bandwidth because the audio path is not opened until the call actually connects The Skinny Client Control Protocol SCCP based IP phones attached to Cisco CME cannot generate in band ringing tone It avoids issues with shared extension lines where an nbound H 323 call to Cisco CME may ring multiple phones at the same time This could create complexity in choosing which phone should physically be required to do the tone generation Add to this the fact that any of the Cisco CME phones involved might also have calls already in progress and it should become clear why out of band signaling of call progress tones is the preferred approach for Cisco CME This issue of ringing tone signaling causes some specific changes in the H 323 protocol exchange that Cisco CME uses when talking to a Cisco CallManager compared with H 323 signaling to another Cisco IOS PSTN gateway for example To get Cisco CallManager to provide local ringing tone generation for outbound calls from Cisco CallManager the Cisco CME delays negotiation of the media path until the call connects The Cisco CallManager 3 3 and 4 0 H 323 implementations assume that in band ringing tone is provided
171. fthe Cisco IPC Express models described in the preceding sectiona pure Cisco IPC Express network with one or more intercomnected sites or a hybrid Cisco CallManager and Cisco IPC Express networkis a good fit for your organization Three general deployment models are discussed here Standalone office A single site business with typically fewer than 100 employees Multisite business A branch or remote office interconnected to other sites in the same network Service provider SP managed services Can be either of the previous two categories Instead of the company buying and managing the equipment for its own services it pays a recurring charge to a local SP This SP owns the equipment and hosts the services typically both voice and data services Standalone Office The standalone office model fits the vast number of small single site companies throughout the world that have fewer than 100 employees Here are some examples A dentist s office A small health clinic A professional services office for architects lawyers or interior decorators A small charity A florist shop with three locations in the neighborhood These types of businesses have no IT organization and their handful of employees are focused on conducting the company s core business They are dentists dental assistants plumbers lawyers florists or car mechanics not IT professionals Data and voice services supporting these types of businesses are either hosted by a local
172. g PSTN Interfaces Configuring Extensions and the Dial Plan Configuring Cisco CME Call Processing Features Configuring the Cisco UE AA Configuring Cisco UE Voice Mail Configuring the AVT Configuring Cisco UE Backup and Restore Co ing Interconnection with Other Sites Sec Best Practices for Cisco CME Security Best Practices for Cisco UE Configuring and Monitoring Via Network Management Systems Using the Cisco CME AXL SOAP Interface Monifbrmg Cisco IPC Express Mana ing Cisco IPC Express Systems by Managed Services and Enterprises Ciscof Voice Network Management Solutions Mana ing Cisco IPC Express with Cisco Partner Applications Sumnia Chapter 15 Cisco IPC Express System Configuration Example Step Planning and Offline Staging Step Basic Router Setup Step I Initial Cisco CME System Setup Step 4 Configuring Extensions and Phones Step Configuring the PSTN Interface Step 4 Configuring Cisco UE AA and Voice Mail Step J Configuring Cisco CME Call Processing Features Step 4 Intercomecting Multiple Cisco IPC Express Systems apter 16 Troubleshooting Basic Cisco IPC Express Features Troubjeshooting Phone Registration Undegstanding SCCP and Call Flow Debugging Troubleshooting the Cisco IPC Express GUI S Nid Chapter 17 Troubleshooting Advanced Cisco CME Features DiatpIhn Pattern Configuration Problems Missige Transfer Patterns Confdrence Failures Unab to Hear Music
173. g and restarting the IP phones Erasing the IP phone configuration Accessing call parameters for an active call Cisco CallManager Express CME supports a range of phones that meet various customer needs from the simple low end Cisco 7902G IP Phone to the advanced Cisco 7970G color touch screen phone the 7936 Conference Station and the Analog Telephony Adaptor ATA that lets you connect analog phones to Cisco CME This chapter discusses the various phones supported by Cisco CME to give you a better understanding of how these devices operate and which features are supported After reviewing the main hardware features ofeach phone you learn the configuration steps necessary for each phone type This chapter also covers some phone specific information such as firmware loads resetting the phone erasing the phone configuration and accessing call parameters from the phone SSL CEE CEE The Cisco 7940G and 7960G IP Phones The Cisco 7940G and 7960G shown in Figure 4 1 were the first phones available with Cisco CME These phones support all the features currently supported with Cisco CME 3 2 Figure 4 1 Cisco 7940G and 7960G IP Phones Note Although this chapter refers primarily to the current G series phones such as the 7960G and 79406 Cisco CME also supports the previous generation of phones such as the Cisco 7960 and 7940 The only difference between the G and non G phones is in how their buttons are labeled with English words th
174. g phone is currently connected E amp M Ear and Mouth Used to connect to an analog PBX Analog DID Analog Direct Inward Dial Used to connect to an analog PSTN line that has DID service on tt CAMA Centralized Automatic Message Used to connect to the PSTN for Accounting emergency services 911 calls in North America To connect your Cisco CME system to the PSTN for normal analog business line service you use FXO interfaces FXO ports like all the other analog interfaces carry one call per port so each RJ 11 port on your Cisco CME router connects to one line from the PSTN and carries a single call at a time A second call gets busy tone if it tries to use the same port or line Note Note that on voice interface cards such as the NM HDA and EVM HD 8FXS DID which contain a single RJ 21 50 pin connector the individual analog ports carried in the single cable are broken into separate RJ 11 ports by a break out box CEE CEE Cisco IOS PSTN Telephony Interfaces You can add numerous modular cards to your Cisco CME router to support PSTN connections of the types discussed in the preceding section These technologies and hardware cards are not particular to Cisco CME They can be used on any Cisco router platform that supports the card in question independent of whether Cisco CME is enabled on the router For example you may choose to have two separate routers in your officeone configured for Cisco CME and the other as the PSTN voice gatew
175. g to the less urgent messages Welcome to the world of convergence where data and voice are delivered on a single IP network through IP communications systems The preceding example only touches on the promise of IP telephony There are many more reasons why it can transform your business whether you are in the retail financial healthcare or any other industry First IP telephony delivers converged applications in a cost effective manner to users who may not have had access to them before Instead of providing every employee in an office with a powerful computer an IP phone can serve as the business communications device for many employees Second regardless of our collective readiness the world of convergence has arrived Just like the Internet revolution caught some by surprise businesses that are slow to migrate will find themselves vulnerable to competitors that provide better services and have more productive employees Finally from a return on investment perspective IP telephony reduces the complexity of having to manage and maintain separate network infrastructures for data and voice This book focuses on an IP telephony system called Cisco IP Communications IPC Express Cisco IPC Express is a business communications solution that offers a comprehensive set of telephony features as well as integrated routing security Ethernet switching and numerous other applications on a single platform The primary components of the Cisco IPC Expr
176. hat maintains the call state on hook or of hook The dial peer is the object that determines the phone number associated with the virtual voice port A dial peer can do many additional things besides control the virtual voice port s phone number such as apply translations to called and calling numbers A virtual voice port can be associated with multiple dial peers and therefore can have multiple phone numbers associated with tt Figure 5 1 shows that ephone dn 7 creates or is associated with virtual voice port 50 0 7 and a plain old telephone service POTS dial peer that references virtual voice port 50 0 7 The dial peer contains the voice port s phone number It is used for call routing purposes for incoming calls The virtual voice port contains the station ID that sets the caller ID properties name and number for the ephone dn used for outgoing calls Figure 5 1 Ephone dn Components Voice Port and Dial Peer CEE CEE Implementing Shared Lines and Hunt Groups Although it is widely used the term hunt group seems to mean different things to different people and in different contexts It s a general term that covers the distribution of calls among a group of phones In this chapter the term call coverage refers to the general concept of call distribution across phones This helps avoid confusion with the Cisco CME CLI command ephone hunt The ephone hunt command is used to configure a specific kind of call coverage that involves seq
177. he NM HDA supported on the Cisco 2600 2811 2821 2851 3700 and 3800 series or the EVM HD 8FXS DID card supported on the Cisco 2821 2851 and 3800 series can be used Table 6 3 Analog Interfaces Signalmg and Density Interface Card Signaling Density VIC 4FXS DID FXS and analog DID Four ports VIC2 2FXO FXO and CAMA Two ports VIC 2DID Analog DID Two ports VIC2 4FXO FXO and CAMA Four ports VIC2 2FXS FXS Two ports VIC2 2E M E amp M Two ports NM HDA 4FXS EM HDA 8FXS FXS and FXO Four ports on the baseboard but can and EM HDA 4FXO be expanded up to 12 FXS ports by adding an EM HDA 8FXS card to tha nahunrl mnAnla NINA Ar m ta CEE CEE PSTN Call Switching The preceding sections explored the various PSTN trunk types signaling methods and router hardware you can use to connect to the PSTN But there are more considerations than just physical connectivity One thing to keep in mind is that the PSTN numbers and your internal extension numbers are almost certainly not the same at least not the same length Digit translation must occur to map one set of numbers to another You ll learn more about this in the later section Digit Manipulation Another consideration is what PSTN numbers and how many your business has or needs Do you have just one main office number and the receptionist directs all calls to the correct employee Do you need an AA menu to have callers switch to the person or service they want to speak to
178. he TFTP server Some of the important information contained in this file includes IP address of the Cisco CME router CEE CEE Understanding SCCP and Call Flow Debugging This section describes the SCCP and H 323 messages during call setup and debugging problems related to call setup Understanding call flow is very useful in troubleshooting call control related problems SCCP to SCCP Call Figure 16 2 shows a sample exchange of messages between two SCCP clients IP phones during call setup The messages are self explanatory You can view the SCCP call control messages by turning on the debug ephone detail command Figure 16 2 SCCP to SCCP Call Setup Messages View full size image faansnssensnsnssnancsasnsasansnsnncnsasansncnscnsacansaasncnsnccasnanssnansensncnsanansusansacencnssscnsonansnasscnsacancaansensncansnansensacanancncsasasanansnassensacansaaacnsncansacansnsacansacnnancaseosacansncacsacasncancnsnssnsacansaanscasncad Note The output of debug ephone detail is quite verbose and shouldn t be turned on for a Cisco CME in a production environment with large call volumes Doing so can degrade the router s performance considerably You can turn on the debugs for specific phones by adding the mac address option to the debug thus limiting the debug output CEE CEE Troubleshooting the Cisco IPC Express GUI The GUI is a very useful tool for configuring and maintaming both Cisco CME and Cisco UE especially for a system with
179. he concurrent operation of MGCP used for the PSTN gateway ports and H 323 with CME on the same Cisco IOS voice router this configuration is not recommended Using MGCP with Cisco CallManager to control the PSTN voice ports on a Cisco CME system would force PSTN traffic originated by the Cisco CME s IP phones to route through the Cisco CallManager to reach the PSTN In most cases this would be inefficient because it would result in the Cisco CME to PSTN voice traffic traversing the Cisco CME to Cisco CallManager WAN link twice Because Cisco CME is built on top of the Cisco IOS voice infrastructure software foundation also used by the Cisco IOS router based PSTN gateways Cisco CME inherits most of the H 323 gateway to CallManager interoperability You should be aware of some minor differences however In the simple PSTN gateway case most of the call progress signaling for calls is performed as in band audio tones For example when an IP phone hosted by Cisco CallManager places an outbound call to the PSTN the ringing tone also called the alerting or ringback tone heard by the caller is usually generated as an audio signal that s passed through end to end from the PSTN trunk This means that the audio path from the gateway to the IP phone is opened and active before the call is connected In the case where a call is placed ftom a Cisco CallManager IP phone to a Cisco CME IP phone the ringing tone is provided as an out of band H 323 indication
180. he far end system from detecting the digit or to make it erroneously detect multiple digits This is also the reason that other nonvoice audio signals such as fax and data modems need special treatment in VoIP networks To work around this issue you generally have to use some form of DTMF relay DTMF relay causes the digit press to be detected by the PSTN trunk or analog phone interface on the VoIP gateway The originating VoIP gateway then signals the digit as an explicit event to the far end VoIP gateway and removes the audio signal for the DTMF from the voice packet stream When the far end VoIP gateway receives the signal for the DTMF event it regenerates the DTMF audio signal and inserts it into the outgoing audio stream to the PSTN or analog phone In the case of the Cisco SCCP IP phones the digit never exists as an audio signal from the VoIP perspective because it s directly signaled via the SCCP control protocol The digit audio that the phone user hears from the phone handset is for the benefit of the phone user only and is not passed to the VoIP connection CEE CEE Call Transfer and Call Forwarding in an H 323 Network Using H 450 Services The ITU T H 450 services are a set of standard supplementary services defined for H 323 VoIP networks H 450 provides services above and beyond basic A to B telephone calls Cisco CME 3 0 offers only the services related to call transfer H 450 2 and call forwarding H 450 3 Cisco CME 3 1 also i
181. ht add change or delete a block pattern for example 1900 and block date and day so that no calls to extension 1900 can be made during the date and time configured Figure 14 7 Configuring Call Blocking View f ll size image CEE CEE Configuring the Cisco UE AA You set up the Cisco UE system provided AA when you worked through the Initialization Wizard see the section Cisco UE Initialization Wizard in Chapter 13 The configuration needed for the system AA includes the business hours holiday list operator extension AA pilot number and a few prompts spoken to callers by the system AA Configuring the System AA Figure 14 19 shows the customization of the Cisco UE system AA You start in the Voice Mail gt Auto Attendant menu and then click autoattendant in the list of AA scripts This opens the AA Configuration Wizard Go to the second step Script Parameters and set the parameter operExtn to the extension in your office where you want calls transferred when a caller chooses to speak to the operator Figure 14 19 shows the operator extension set to extension 1001 Figure 14 19 Cisco UE System AA Configuration View full size image Nessssssnsescessssssnsssssscssscsssnsssscssssnsssssscsscescsassacssssssssssseassscssassucessensenssscanssssssasnassssnssssessseasessssssacsncsnssscsssssssscsscssssscssssssssssoassncsacassesssscsscssssscssasscsassscsssssncsssssasacsncsassncssessnesed To replace the system provided pro
182. ial boolean TotalMessageTime integer MessageExpiryTime integer Enabled boolean GreetingType integer OrphanedTime bigint LastAccessed bigint Zero0utNumber varchar 32 primary key MailboxId not not no no no aaa null null default null default f null default null default null default r L true true TO CEE CEE Se CEE Table vm_mbxusers create table vm_mbxusers MailboxId varchar 64 not null UserDN varchar 256 not null Owner boolean not null default false foreign key MailboxId references vm mailbox on delete cascade on update cascade primary key MailboxId UserDN Owner Se CEE Table vm_message create table vm_message Messageld varchar 128 MessageType integer UseCount integer Sender varchar 256 Urgent boolean Private boolean MessageLength integer MessageSize integer MessageTime bigint AttachedMsgld varchar 128 Message0id OID UTCTime varchar 32 EndTime bigint ReceiveTime bigint NdrReason integer StartTime bigint MWIOn boolean TotalMessageLength integer foreign key AttachedMsgld Cascade primary key Messageld not not not not not not not not null null default null default null null default null default null default null default T default 0 not not null default null default CEE false false 9223372036854775807 0 false 0 references vm message on delete cascade on
183. ice enabled feature set of the Cisco router platforms Router PSTN connectivity is generically referred to as voice gateway functionality offering a gateway for voice over IP VoIP calls to and from traditional analog or digital PSTN or private branch exchange PBX calls You can use a router voice gateway to connect to PSTN central office CO switches private branch exchanges PBXs Key Systems time division multiplexing TDM based interactive voice response IVR systems traditional TDM based voice mail systems and any other legacy non IP voice processing or telephone equipment This chapter explores several aspects of Cisco CME connectivity to the PSTN including the following Standards based telephony signaling systems and protocols supported by Cisco IOS which in turn determine what traditional TDM or analog systems you can connect to and what features you get when using this type of connection A brief overview of the Cisco voice gateway hardware choices and the voice port densities and features they provide Sample Cisco IOS configurations for different types of PSTN connections Network design and call switching considerations for connecting to the PSTN from your IP network Traditional telephony terminology is used throughout this chapter It has a more precise meaning here than in other chapters because the topic of discussion is connecting a traditional telephony system the PSTN If you are unfamiliar with the telephon
184. ice ports 2nd VLANSs troubleshooting voice cut through delay voice dial peer hunting voice gateways 2nd voice mail addressing analog Cisco Unity Cisco Unity voice mail comparing with Cisco CME configuring on Cisco CME licensing for voice mail only deployment MWI Relay with multiple Cisco CME systems with MWI with standalone Cisco CME system CO based configuring directories locations message format MWI Message Waiting Indicator tracing troubleshooting verifying co ation network broadcast messages nondelivery notification Octel configuring on Cisco CME SSAM Stonevoice Switch Answering Machine standards TUI Telephony User Interface troubleshooting Voice Mail menu GUI voice ports 2nd configuring voicemail 6800 command VoIP networks call forwarding call transfer configuring Cisco CME integration dial peers configuring H 323 call forwarding transfer with H 450 services CEE CEE Index A B C D E E G H N K L IM N O E Q R S T LU V 4 X 2 workflow scripts Sa CE Se CEE Index A B C D E E G H N K L IM N O E Q R S T LU V 4 X 2 XML Extensible Markup Language applications architecture 2nd Cisco CME phone services configuring Cisco CME for example application general phone services Cisco CME customization enabling services Sa CE
185. ice that provides an interface between Skinny Client Control Protocol SCCP used for IP phones and a standard analog phone Thus the ATA lets you register an analog phone with Cisco CME as if it were an IP phone The Cisco ATA device comes in two models the Cisco ATA 186 and Cisco ATA 188 shown in Figure 4 10 The models look similar from the front but from the rear you can see the additional Ethernet port available on the ATA 188 Figure 4 10 Cisco ATA 186 and ATA 188 nnssussusansnunsussussunsnssnnssnsnnsnnsssusuunussnssuusussunsunsusannsnnsnnannssusnnssunsusnnsnunsusansaunsnnsnnasssnnsnnssussnsnussnnsussnssnnsnnsnnsnnsunnssnasssnnsnnssunsussnnsussusnnssnnsnnsnnneh Hardware Both the ATA models connect one or two analog telephones The hardware features for the ATA 186 include the following o Function button Two RJ 11 Foreign Exchange Station FXS ports RJ 45 10Base T Ethernet uplink port Network activity ACT LED Power connector One ofthe major differences between the two models is that the Cisco ATA 188 has two RJ 45 10 100 Mbps Ethernet ports whereas the Cisco ATA 186 has only a single10 Mbps Ethernet port One of the ports on the Cisco ATA 188 is an uplink port and the other one is a data port The FXS interfaces can be used to connect two standard analog telephones or fax machines The Cisco ATA is connected to the network via an Ethernet interface and can be configured via DHCP or manually The Cisco ATA needs a 5
186. icitly select the SIP protocol in your dial peer whereas H 323 is the default VoIP protocol For a pair of Cisco CME systems that have extensions 1000 to 1099 on Cisco CME 1 IP address 10 1 1 1 and 2000 to 2099 on Cisco CME 2 IP address 10 1 2 1 you need the dial peers shown in Example 7 15 Example 7 15 SIP Dial Peers Cisco CME 1 Router show running config dial peer voice 2000 voip destination pattern 20 session target 10 1 2 1 session protocol sipv2 dtmf relay sip notify codec g729r8 Cisco CME 2 Router show running config dial peer voice 1000 voip destination pattern 10 session target 10 1 1 1 session protocol sipv2 CEE Se CEE Summary This chapter covered many details of the H 323 and SIP protocols Choosing between the H 323 and SIP protocols depends on where you are starting from and what you are trying to do In many cases your choice is dictated by the nature of your existing voice network This tends to favor H 323 simply because it is a more mature and well established protocol This is certainly the more conservative approach that you may favor if you re looking at immediate deployment of a large scale VoIP network and you don t want to get caught up in new technology issues If you are just getting started with VoIP trials if you have no legacy network to worry about and you are interested in exploring the latest new ideas in VoIP SIP is a good choice In the end your decision is
187. ifferent levels of licensing are available with Cisco Unity for a voice mail only deployment or a full unified messaging system Cisco Unity is a sophisticated messaging system with robust failover and networking options A full discussion of its capabilities is beyond the scope of this book but you can consult Cisco com and search for Cisco Unity to find more information Cisco Unity uses IP as the transport and Skinny Client Control Protocol SCCP for call control appearing to Cisco CME as an IP phone SCCP endpoint Cisco Unity can support a single Cisco CME in a standalone deployment or can be deployed at a central site in your network with multiple Cisco CMEs at remote sites in a centralized voice mail scenario These architectures are discussed further in the following sections Note Cisco CME is Cisco IOS based whereas Cisco Unity is a Windows 2000 based application therefore users considering this combination of applications should have a good working knowledge of both operating systems Cisco Unity uses Microsoft Exchange 5 5 2000 and 2003 or Lotus Domino mail stores so familiarity with these technologies is also beneficial Standalone Cisco CME System with Cisco Unity You can connect a standalone Cisco CME with a dedicated Cisco Unity system to provide unified or voice mail services to a single site Though technically feasible this is often not a cost effective way to deploy Cisco Unity Cisco Unity is an application design
188. iguration router show running config ephone dn 14 number 6112 name Sales paging ip 239 1 1 1 port 2000 The paging dn is set up with a pilot number of 6112 When you make a call to 6112 it is answered by the paging dn The audio stream from your phone to the paging dn is broadcast to allthe phones in the paging group for ephone dn 14 using IP Multicast on address 239 1 1 1 and port 2000 As soon as you have created your paging dn you then create a group ofIP phones to include in your paging group as shown in Example 5 27 You do this using the paging dn command within the ephone command mode Set the paging dn command in the ephone command mode to select the tag number of the ephone dn that you configured as a paging dn 14 in this example Example 5 27 Paging on IP Phones router show running config ephone 12 mac address 000d 1234 0efc button 1 1 2 6 paging dn 14 ephone 15 CEE CEE Implementing Overlays The Cisco CME overlay feature provides a way to work around the physical button limits on your IP phones Instead ofa normal one line to one button mapping arrangement you can map up to ten lines or ephone dns to the same physical phone button This allows you to use the same phone button to answer incoming calls on any of the up to ten ephone dns associated with the button Note Although you can map ten ephone dns to the same button you can work with and see only one ephone dn at a time Earlier you saw one usage
189. indings CS_router show telephony service tftp bindings tftp server system its SEPDEFAULT cnf tftp server system its SEPDEFAULT cnf alias SEPDefault cnf tftp server system its XMLDefault cnf xml alias XMLDefault cnfxml tftp server system its ATADefault cnf xml tftp server system its united states 7960 tones xml alias United States 7960 tones xml tftp server system its united states 7960 font xml alias English United States 7960 font xml tftp server system its united states 7960 dictionary xml alias English United States 7960 dictionary xml tftp server system its united states 7960 kate xml alias English United States 7960 kate xml tftp server system its united states SCCP dictionary xml alias English United States SCCP dictionary xml tftp server system its XMLDefault7960 cnf xml alias SEP0007EB46299E cnfxml tftp server system its XMLDefault7960 cnf xml alias SEP0003E37376FB cnf xml In Example 17 17 you can see that a filename is associated with the MAC address of each phone on the system The individual files are aliases of the original XML Default7960 cnf xml file which is the XML file created for the Cisco 7960 IP Phones You can see this file s contents by issuing the command more followed by the filename with the path In the example the more system its XMLDefault7960 cnf xml command should return the file s contents The output of this command
190. interface GUI drag and drop interface to change the system s AA menu flow Cisco UE is cost effective for small and medium standalone or networked offices or as a distributed AA and voice mail system in branch offices of an enterprise network Cisco UE offers up to five distinct AAs each associated with an individual pilot number and one or more scripts that can be fully customized The second alternative is a TCL based AA that leverages Cisco IOS built in TCL capability Although it can be customized by someone proficient in the TCL language it is not typically an end user interface Instead it is a tool used by Cisco and Cisco developers to provide ready made scripts for your system CEE CEE Using an Automated Attendant or a Receptionist in Your Office With its AA options Cisco CME can provide a fully automated front end to calls coming into a small office All IP phone extensions the system s voice mail pilot number the number called to access the voice mail application and general information such as location business hours and driving directions can all be accessed via the AA menu choices However many small businesses choose to enhance their customer relationships with a receptionist instead of presenting an AA menu to their callers For maximum flexibility both modes of operation can be used A receptionist can answer calls during normal business hours and an AA can direct after hours calls or can be used as a backup if the
191. ion Adding a phone Assigning an extension to a phone Changing or deleting an extension Changmg or deleting a phone For configuration details on more GUI features choose Help gt Configuration to launch the online GUI help or access the Cisco CME and Cisco UE Administration Guides on Cisco com Adding an Extension An extension in the GUI maps to an ephone dn in the router CLI It is best to add the extensions before configuring the phones because the phone s buttons have extensions assigned to them Therefore you can t complete the phone configuration until the extensions have been defined To add an extension to your system choose Configure gt Extensions and then click Add as shown in Figure 14 2 Figure 14 2 Adding an Extension View full size image CEE Se CEE Configuring PSTN Interfaces You cannot configure the PSTN trunks of your Cisco CME system in the GUI This requires CLI configuration on the router The types of trunks and interfaces you can add to the system to connect to the PSTN or fax machines in your office were covered in Chapter 6 Cisco CME PSTN Connectivity Options Numerous configuration examples were also given in Chapter 6 Adding PSTN connectivity involves the following configuration The voice interface that connects to your PSTN trunks analog phones or fax machines The dial plan that directs calls to these interfaces You might review the examples in Chapter 6 for more details on
192. ion AAA TACACS local CEE CEE Security Best Practices for Cisco UE You should consider various additional aspects of network security to protect against unauthorized access to Cisco UE This section covers Cisco UE security best practices related to system access remote access and other security parameters applicable to the application environment System and Remote Access Cisco UE hardware does not have external interfaces physically there is a Fast Ethernet interface port but it is disabled in software and unusable All Cisco UE system access must pass through the host Cisco CME router Cisco UE CLI access has no login access or password control in addition to that of the router that houses Cisco UE Therefore it is imperative that the router s configuration parameters for local access the console port and remote access Telnet are set according to your security needs Local Access The only local access to a Cisco UE system is via the host Cisco CME router s console interface into the router CLI You then open a session to the Cisco UE CLI by using the following command router service module service Engine x y session Entering this command on the router requires enable mode and therefore is protected by the router s enable login and password settings Although the Cisco UE CLI also has an enable mode it has no user ID or password capability Any network administrator who has access to enable mode on the router also has
193. it provide information about the calling party for mbound calls but it also provides information about the called party for outbound calls The connected party display can show you the name of the person you have called for example This is in contrast to simply displaying the number you dialed Also the standard caller ID display function provides a one time indication of who the caller is only at the beginning of an incoming call The connected party display feature allows for midcall updates ofthe connected party information that occur when the far end ofthe call performs a call transfer For example after a caller has been transferred his phone display can be updated to show the name and number of the extension he has been transferred to Likewise when you receive a calltransferred to you by someone else your phone display may initially show the caller ID of the person who is transferring the call to you After the transfer is complete your phone s display may update to show the caller ID of the transferee caller When Cisco CME disables the H 450 2 3 mechanisms to interwork with Cisco CallManager this display update mechanism is unavailable However Cisco CallManager has its own mechanism for performing connected party display updates Cisco CallManager uses H 323 display and information IEs Cisco CME also supports these IEs for performing connected party display updates The H 323 IE messages are carried as part of the H 323 signaling p
194. jack is required for each user because the computer can be plugged into the IP phone s data port Traffic remains logically separated via the use of virtual LAN VLAN configurations These ensure that data traffic does not interfere with voice traffic for purposes of quality of service QoS and security Reduce Network Administration Costs Cisco IPC Express reduces network administration costs by more efficient and simplified network management because there is only a single IP system to manage per site versus multiple devices from potentially different vendors In addition because the challenges ofnetwork management are limited to maintaining a single system a smaller system administration staff can manage a larger number of sites and provide faster response times The same enterprise or small or medium businesses that previously may have outsourced a number of responsibilities to external network management contractors can now gain better control over their network and make configuration changes themselves Doing so lowers maintenance costs and better utilizes IT resources Training costs for staff are also reduced because of the converged system Reduce the Cost of Adds Moves and Changes A AFAR antaras niscma TE FAs da a Biscmacde that mma aa sa a ANA nr ara larisa has Anita CEE CEE Cisco IPC Express System Components This section describes the components ofa Cisco IPC Express system in detail As previously explained Cisco IPC
195. l over the WAN This requires a quality of service QoS enabled WAN backbone as well as more bandwidth especially if Cisco Unity is configured to use the G 711 codec You can reduce bandwidth consumption in several ways Configure Cisco Unity to use the G 729 codec In this case Cisco Unity can accept both G 729 and G 711 calls Use a hardware transcoder in front of Cisco Unity to convert G 729 audio streams to G 711 Cisco CME 3 2 and greater supports a transcoding function One more thing to consider in centralized voice mail architecture is that all the IP phone extensions in the network must be unique In other words no two Cisco CMEs can share the same phone extension Also if you use central Cisco Unity as the AA for all the Cisco CME sites you need to enable H 450 services in the network for call transfers to extensions appearing on different Cisco CMEs and configure transfer patterns on the central Cisco CME Figure 18 5 shows a sample topology of such a network Figure 18 5 Centralized Cisco Unity with Distributed Cisco CME Sites View full size image CEE CEE Troubleshooting Call Transfers and Call Forwards Chapter 7 Connecting Multiple Cisco CMEs with VoIP covered the call transfer and forward mechanisms and protocols used to implement network call transfers usmg H 323 and SIP It is recommended that you review Chapter 7 to effectively troubleshoot any problems in this area This section discusses how to trouble
196. l system and several non Cisco systems that integrate with Cisco CME via either H 323 voice over IP VoIP or an analog phone interface Bet CEE CEE Cisco Unity Voice Mail Cisco Unity is a Windows 2000 server based IP unified messagmg system Cisco Unity scales up to several thousand users and typically is deployed in a central or campus site of an enterprise network with a Cisco CallManager providing the call control Note Note that Cisco Unity and Cisco UE are two different voice mail systems Cisco UE is a hardware module installed inside the Cisco CME router scaling up to 100 voice mailboxes whereas Cisco Unity is a separate Windows server platform scaling up to thousands of users Cisco Unity s unified messaging capabilities allow you to integrate voice mail e mail and faxes into the same end user mailbox The mailbox operation is highly customizable via call handlers Cisco Unity provides options for integrating with the Microsoft Outlook or Lotus Notes mail architectures Cisco Unity leverages Active Directory to access your network s user and location directory Although Cisco Unity s unified messaging features provide many productivity enhancing applications such as Cisco Personal Assistant and text to speech support you can also choose to deploy it as a voice mail only system Cisco Personal Assistant is a telephony application suite that streamlines communications by helping users manage how and where they can be reached D
197. ld secondary numbers configuring on ephone dn security Cisco CME best practices Cisco UE best practices GUL access GUI management with HTTPS IP Phone registration control configuring local remote system access configuring sequential mode mode ephone hunt ser login authentication Services button Cisco 7940G phones Settings button Cisco 7940G phones Setup utility Cisco CME Several shared lines and overlays configuring show ephone command show software licenses comand show trace buffer tail command show voicemail detail mailbox command show voicemail limits command show voicemail mailboxes command show voicemail usage command 2nd shown single site networks SIP call flow Cisco CME integration 2nd call forwarding DTMF relay role of SIP proxy registrar redirect server CEE CEE Index A B D E E G H 0 K L IM N 0 2 Q R S T U VI W IX 2 tandem call routing TAPI Telephony Application Programming Interface architecture CCC Cisco CME TAPI Light Cisco CME TSP TCL based AA telephony service command TFTP Trivial File Transfer Protocol troubleshooting the TouchTone digits trace cen vbrowseroutput dbug command trace command 2nd trace voicemail vxml prompts command tracing AA Automated Attendant call flow Last Redirected Number MWI Message Waiting Indicator voicemail networking transcoding 2nd 3rd transf
198. ldButtonPress DN 1 chan 1 other DN 1 chan 1 other ephone 1 T3 Ta Feb 22 18 29 4 ephone 1 2 Binding ephone 1 to DN 1 chan 1 s2s 0 Feb 22 18 29 4 Adding DN 1 chan 1 to MOH Feb 22 18 29 47 ephone 1 2 CloseReceive CEE CEE Troubleshooting Transcoding Cisco CME 3 2 introduces support for transcoding services You need transcoding services when you have devices and applications in the network that don t support lower bandwidth codecs and you don t have enough bandwidth avallable in your network In such a case the devices that don t support lower bandwidth codecs are colocated with a transcoding device that converts media streams of different codecs This section discusses the configuration and troubleshooting of such transcoding devices Configuring Transcoding Services One key example ofa transcoding scenario is when Cisco UE terminates AA or voice mail calls that must be G 711 If these calls originate from other sites across your WAN they likely use G 729 to conserve bandwidth For such calls to divert successfully into Cisco UE transcoding services are needed Also if Cisco CME has to establish a three party conference in which one of the endpoints is on a G 729 gateway a transcoder is needed to complete and mix the conference This section discusses the configuration ofa transcoding device for Cisco CME and how to troubleshoot issues relating to transco
199. led from a phone keypad One example of this is if you want to create nondialable phone numbers for intercoms You normally place an intercom call by pressing a button specifically configured for intercom this works somewhat like a speed dial button so you don t need to be able to enter individual dialed digits Transporting DTMF Digits Reliably Using DTMF Relay In the simple case of analog phones the phone keypad digits result in the generation of DTMF audio tones DTMF signaling works fine for analog phones connected directly to PSTN analog subscriber lines that travel only a relatively short distance to reach a central office CO telephone exchange However when the analog phone is connected to a VoIP system and telephone calls are made using compressed voice for example G 729 at 8 Kbps there is a substantial risk that the audio tones of the DTMF digits sent through the compressed voice path may become too distorted to be predictably recognized correctly by a remote voice mail system Even when you use uncompressed G 711 A law u law 64 Kbps for VoIP calls there is still a risk that DTMF digits can get distorted in transit This is because of the risk of packet loss in the VoIP network Ifthe network drops an occasional IP packet containing voice this is usually imperceptible to the human ear However if an IP packet is dropped that contains an audio encoding of part of a DTMF tone this is very likely to keep the DTMF digit detection in t
200. lication voice bator flash app h450 transfer 2 0 0 9 tcl rar arde ee eo ei ran AS E A Dur EC CEE Se CEE PSTN Based Voice Mail Another option for voice mail with Cisco CME is through your PSTN provider The call flows to the voice mail from your PSTN provider are controlled by the central office CO PSTN switch Ifthe lines to your business are busy or don t answer the voice mail system at the CO picks up and stores the senders voice messages at the voice mail storage located at the CO You do not need to configure Cisco CME for this type of voice mail You do need to configure MWI however CO based voice mail systems signal MWI by using stutter dial tone When you go ofl hook on your phone you hear the tone and know you have a message This works well if you use an analog phone directly connected to the CO and you therefore get dial tone from the CO If you have a Cisco CME system in your office with IP phones on however dial tone comes from the Cisco CME system not from the CO To hear stutter dialtone provided by a CO based voice mail system you can use the Cisco CME 3 2 FXO Trunk Line Select feature by pressing a button on your IP phone It directly selects a CO Foreign Exchange Office FXO line which gets dial tone from the CO and you can hear stutter dial tone Example 11 10 shows how to use the trunk command to create a direct connection to a CO line on an IP phone Example 11 10 FXO Trunk Command router show
201. livery web application caching URL filtering LAN switching wireless device access network access control NAC and intrusion detection to protect your office from virus and worm infections into the same platform In the Cisco IPC Express solution all these applications are modular and can be added or turned on optionally based on what you need in your business This means that businesses can deliver the applications that meet their initial requirements and then add other applications and functions as required when the business expands In addition with data communications now a ubiquitous service in any business adding telephony services to the existing data infrastructure is one way to protect your investment in equipment A majority of enterprises and small or medium businesses have invested in a robust data infrastructure to communicate effectively with their vendors and customers A business with a data infrastructure using the Cisco 2600XM 2800 3700 or 3800 ISRs can use these same platforms to deploy Cisco IPC Express Because the data infrastructure deployed by businesses today has been fine tuned over the years to deliver reliable features the expectation is that a telephony solution deployed on the data infrastructure will provide the same or better system reliability flexibility and availability The telephony service is required to remain in operation and users must continue to receive and make calls in the event ofa network or power
202. llowing examples Example 17 4 shows the dial peer configuration for the headquarters site Example 17 4 Headquarters Site Configuration HO Router show running config dial peer voice 1 voip destination pattern 1 session target ipv4 10 10 10 1 dtmf relay h245 alphanumeric l dial peer voice 2 voip destination pattern 3 session target ipv4 10 10 10 2 dtmf relay h245 alphanumeric Example 17 5 shows the configuration for the customer support center site Example 17 5 Customer Support Center Configuration CEE CEE Conference Failures This section examines troubleshooting techniques for the conference feature which is one ofthe most frequently used features in any typical office environment Two common issues related to conference are discussed in this section Conference failure because of unavailable lines Conference failure because of a codec mismatch Conference Failure Because of Unavailable Lines Example 17 9 shows the configuration of CS_ router with the phones for the additional employees added to the system With this configuration in place when CS Engineer tries to initiate a conference with fellow support engineers it fails After making the first call when the conference softkey is pressed CS Engmeerl gets a No line available message on the phone display Example 17 9 Configuration of CS_router with Additional Phones CS_router show running config Output omitted for brevity ephone dn 1 number 1
203. looking up a username in a directory and many more Prompts Scripts use short sections ofrecorded voice to interact with the caller such as Please enter the extension ofthe person you want to reach Press 1 for sales or Our business hours are 8 a m to 5 p m Monday through Friday Each ofthese recorded voice segments is called a prompt and is referenced by the script as a variable A prompt is physically stored in a wav file on the system Variables A variable is a label or tag representing a value that may change during the life ofthe script For example retry_limit may be a variable referenced in a script This tag has a value of three or five indicating how many times you want to retry a prompt after a timeout Parameters A parameter is a variable whose value can be changed while the script is running on the Cisco UE system In other words you can change the value without editing the script and reuploading it to the system For example operExtn is a parameter that can be populated with extension 3001 on Monday and 3002 on Tuesday and so on without the need to edit the script Not all script variables have to be parameters Only those that you want to change without editing the script are assigned the property of parameter Preparing a Script Using the Cisco UE AA Editor Custom AA scripts are executed on the Cisco UE system but they are prepared offline on a Windows PC platform by using the Cisco UE AA Editor Follow these steps whi
204. lored in such great detail It was used primarily to illustrate the configuration necessary to connect two sites and route calls between them For the most part Site B s configuration mirrors that of Site A but is less sophisticated in Cisco CME features containing just the basics to get the system operational After working through this chapter you should be able to configure your own system and customize it to your or your customer s needs The content in this chapter solidifies all the feature and management explanations contained in the chapters in Part III Part IV starting with the next chapter is dedicated to troubleshooting and maintaining a Cisco IPC Express system BEL Ferrey NEXT Se CEE Part IV Maintenance and Troubleshooting Chapter 16 Troubleshooting Basic Cisco IPC Express Features Chapter 17 Troubleshootmg Advanced Cisco CME Features Chapter 18 Troubleshooting Cisco CME Network Integration Chapter 19 Troubleshooting Cisco UE System Features Chapter 20 Troubleshooting the Cisco UE Automated Attendant Chapter 21 Troubleshooting Cisco UE Voice Mail Features Se CEE Se CEE Chapter 16 Troubleshooting Basic Cisco IPC Express Features This chapter covers the following topics Understanding the phone bootup sequence Understanding the messages on the phone display Debugging virtual LAN VLAN Dynamic Host Configuration Protocol DHCP Trivial File Transfer Protocol TFTP and other registration
205. losophy and decisions about network connectivity and bandwidth provisioning Furthermore you saw how your network might have to evolve to support IP telephony solutions such as Cisco IPC Express The next chapter goes into considerable detail about the features operation and multisite interconnection options of Cisco IPC Express including Cisco CallManager Express CME and Cisco Unity Express UE Bet Fe prey Next Se CEE Chapter 3 Cisco IPC Express Architecture Overview This chapter covers the following topics Cisco IP Communications IPC Express system architecture Cisco CallManager Express CME architecture Cisco Unity Express UE applications architecture An IP Communications IPC Express system is a complete integrated communications system for a small or medium sized standalone or networked office site Fundamental to its architecture is the Cisco IOS router on which all the data and voice services offered by the system are based This chapter first explores the internal architecture of the Cisco IOS router on which Cisco CallManager Express CME is based Then it takes a closer look at the internal architecture of the Cisco Unity Express UE application and its interaction with Cisco CME and the router The packaged combination of Cisco CME and Cisco UE is called Cisco IP Communications IPC Express If you are already familiar with IP based networks you might approach your Cisco IPC Express system primarily as
206. m separately Bundles Bundles offer the most popular hardware and software combinations If you are deploying a new system several discounted bundles that include both the hardware and software components of Cisco IPC Express are available to make the ordering process easier A la carte If you have a unique configuration ordering a la carte gives you more flexibility in your choices It is also the appropriate choice if you already have a Cisco access router for your data infrastructure To deploy a Cisco IPC Express system you have to upgrade your Cisco IOS software to a voice capable image check that your dynamic random access memory DRAM and Flash capacity on the router are sufficient to support a voice image purchase a Cisco CME feature license for the desired number of IP phones and purchase an IP phone seat license for each phone Cisco UE mailbox licenses can optionally be ordered if you plan on deploying voice mail and an AA application Ordering a Cisco IPC Express System a La Carte Ordering the components ofa Cisco IPC Express solution involves several steps Step 1 Step 2 Step 3 Select a Cisco IPC platform Select an appropriate Cisco IPC Express platform for your office Which one you choose depends on the number of users in your office the number of IP phones you plan to support future growth plans and your budget The range of available platforms is described in Chapter 1 Introducing Cisco IPC Express Ve
207. mail and intrusion detection systems Depending on the number of users in the office the right sized IP communications platform can be selected to perform routing switching security and other services Businesses already using access routers or ISRs for their data connectivity can easily deploy Cisco IPC Express on these platforms as well Alternatively businesses that have chosen to deploy IP telephony for new sites or offices can purchase a complete bundle package that includes the platform software licenses and applications Because the platforms provide such a wide range of features in a single chassis it is easy to manage and configure The Cisco IPC Express platforms provide easy modularity The interface cards used for value added applications or connectivity can be reused across the portfolio of routers In addition ifa business outgrows a Cisco IPC Express deployment and decides to move to a Cisco CallManager system the equipment and licenses already purchased can be reused for this migration preserving the entire investment La In PORTO Y TRE IATA Las de RACER i n T ds e AM TERE A A i AN PONT SORIA DARAN A A ARAN MR a 151 IK CEE CEE Using Cisco IPC Express in Retail Financial and Healthcare Businesses This section illustrates how Cisco IPC Express is used in the retail financial and healthcare industries These case studies clarify the range and types of features available with Cisco IPC Express and how they
208. mpts shown in Figure 14 19 log into the AVT TUI called the Greeting Management System GMS in Cisco UE releases before release 2 1 and record the following customized prompts for your office welcomePrompt The welcome greeting spoken when the AA answers a call busOpenPrompt The prompt following the welcome prompt spoken if your office is currently open based on the system time when the call arrives busClosedPrompt The prompt following the welcome prompt spoken if your office is currently closed based on the system time when the call arrives holidavPrommt The prompt following the welcome prompt spoken if the current svstem date is listed as a CEE CEE Configuring Cisco UE Voice Mail Cisco UE offers both personal and GDMs as covered in Chapter 10 Cisco IPC Express Integrated Voice Mail The following sections cover configuring the Cisco UE voice mail system personal mailboxes GDMs and MWI You also learn how to delete a mailbox Configuring the Voice Mail System You have to set several system level voice mail configuration parameters including system attributes such as the voice mail pilot number voice mail operator number and mailbox system defaults You also define individual mailboxes for users and groups Pilot Number The voice mail pilot number is the extension subscribers call when they want to retrieve their voice mail It is also the number that IP phones are forwarded to so that callers are defle
209. n guide to help you set up your Cisco IP Communications IPC Express system System configuration and setup topics features and details were discussed in depth in Chapter 13 Cisco IPC Express General Administration and Initial System Setup and Chapter 14 Configuring and Managing Cisco IPC Express Systems This chapter helps you understand that information by walking you through configuring a newly ordered system to create a working system for your office Not every feature is covered again in this chapter Instead it focuses on the steps you should follow and draws on the previous chapters for many of the details This chapter uses a two site sample network as shown in Figure 15 1 This chapter walks through the setup and configuration of Site A the primary site Site B has a very similar basic configuration and is used to illustrate what extra configuration to do as soon as you have the standalone system running with Site A to connect two Cisco IPC Express sites Figure 15 1 Cisco IPC Express Network with Two Sites View f llsize image cc l CEE CEE Step 1 Planning and Offline Staging Before building a configuration for a Cisco IPC Express system you should note the parameters of the configuration you want to put in place This includes such information as the names of the employees in your office the extension numbering scheme you want to use the Public Switched Telephone Network PSTN numbers your office has as
210. n of network parameters for a Cisco 7902G IP Phone is via the DHCP mechanism Because of the lack of display manual configuration is carried out via a built in English only interactive voice response IVR menu on the phone The Cisco 7902G has a single 10 Mb Ethernet interface and requires a 5V DC external power supply to operate The four fixed function buttons provide redial transfer conference and voice mail functionality You can configure up to ten speed dials for a Cisco 7902G To place a call using speed dial press and hold for about two seconds the number on your keypad 0 to 9 assigned as a speed dial number Configuring the Cisco 7902G IP Phone The Cisco 7902G IP Phone has hold and function keys Pressing the hold button puts an active call on hold The same action retrieves a call if one is on hold Pressing the function button when the phone is of hook activates the IVR menu that allows you to manually configure the phone s various network and service parameters e PREY next BEAL Se CEE The Cisco 7935 and 7936 IP Conference Station The Cisco 7935 and 7936 IP Conference Stations are IP based hands free conference room stations Figure 4 8 shows the Cisco 7935 IP Conference Station Figure 4 8 Cisco 7935 IP Conference Station AAA Hardware The Cisco 7935 and 7936 conference stations provide a speakerphone for a large conference room The general look and feel of the Cisco 7935 and 7936 are the same Both hav
211. n the Diversion header in the SIP INVITE message delivering the call to Cisco UE as shown in Example 10 5 In this example 6800 is the voice mail pilot number extension 7010 originates a call to extension 5010 and the call is redirected to voice mail by CFNA Example 10 5 SIP INVITE for a Call Forwarded to Cisco UE router debug ccsip messages INVITE sip 6800 1 3 6 179 5060 SIP 2 0 Via SIP 2 0 UDP 1 3 6 4 5060 From 7010 lt sip 7010 1 3 6 4 gt tag 691AE6E4 223C To lt sip 6800 1 3 6 179 gt Call ID E5D39E6A 8FC011D7 9025DAEC 459632B0 1 3 6 4 CSeq 101 INVITE Max Forwards 6 Remote Party ID lt sip 7010 1 3 6 4 gt party calling screen no privacy off Timestamp 1054070868 Contact lt sip 7010 1 3 6 4 5060 gt Diversion lt sip 5010 1 3 6 4 gt reason no answer counter 1 Correct voice mailbox selection depends on the redirection information delivered with the call which is extension 5010 in Example 10 5 A call can be redirected to voice mail in numerous ways and these ways may populate the redirection information differently The following sections explore some common ways for calls to be redirected to voice mail and their dependencies on voice mailbox selection and operation Call Forward into Voice Mail CFNA CFB and CFA are the typical ways to divert a call to voice mail Ifa call is redirected multiple times before reaching voice mail the value in the last Redirected Number fi
212. ndalone Cisco IPC Express System Figure 14 43 shows a deployment in which a single Cisco IPC Express system in a branch office connects to a SP s VoIP network All voice and data traffic can be routed over the SP s network or calls can be routed via the PSTN if the destination called party cannot be reached via the SP s IP network Figure 14 43 Managing a Standalone Cisco IPC Express System View f llsize image a _ _ __ _ _ _ __ o CEE CEE Cisco Voice Network Management Solutions This section describes what Cisco network management applications you can use to manage Cisco IPC Express systems Some ofthese solutions might not manage Cisco IPC Express features directly but might facilitate the management of the underlying voice network Cisco offers management tools that dramatically reduce the cost of operating a network By providing tools that reduce human intervention in the initial deployment of network hardware and ongoing maintenance network management helps decrease human error and increases the total number of devices that a single person can manage Cisco provides network management tools to help SPs and enterprise customers manage their data and voice networks The network management options are via either the CLI for standalone sites or au
213. ne and the script variables are in the bottom left pane Any error or informational messages are in the bottom right pane You construct a script by dragging the steps from the tool palette into the script content pane and filling out the properties for each step This might include first creating variables and populating their values To run this script sample on your Cisco UE system you must record audio wav files for all the prompts referenced and then upload all the script and prompt files to Cisco UE as described in Chapter 9 It is also important that all variables have values assigned CEE CEE The main aef Script The main aef script does the following Answers the incoming call the accept step in the script shown in the next section Checks for business hours and business days the day of week and time of day steps in the script Provides the normal welcome greeting if it is during business hours the menu step following the weekdays label Branches to a subflow a separate script file called dialbyextension aef if the caller selects 1 for dial by extension the call subflow to dialbyextension aef step Branches to a subflow a separate script file called dialbyname aef ifthe caller selects 2 for dial by name the call subflow to dialbyname aef step Transfers the caller to the operator which is a variable if he or she selects 0 the Call Redirect step Handles various error conditions Figure B 1 shows a graphical u
214. nes You cannot use the group pickup feature to pick up calls that are on hold You can assign each phone in your Cisco CME system to a pickup group You can have any number of pickup groups in your Cisco CME system If you create only a single pickup group in your Cisco CME system you can pick up calls from within the single pickup group by simply pressing the gpickup softkey Ifyour Cisco CME system has only a single pickup group there is no need to enter a pickup group number If you have more than one pickup group you can pick up calls from within a phone s local pickup group by pressing the gpickup softkey followed by the star key This provides a shortcut instead ofrequiring you to enter the phone s own pickup group number To assign a phone to a specific pickup group use the pickup group command within the ephone configuration command mode as shown in Example 5 32 Example 5 32 Pickup Group Configuration router show running config ephone 1 mac address 000d 1234 ecfd button 1 10 pickup group 201 CEE CEE Customizing Softkeys Cisco CME 3 2 and later allow you to customize the set of softkeys displayed to the phone user in each stage of a phone call For example by default in the connected call state a Cisco 7960 IP Phone shows the following six softkeys o Acct account code entry Conttn three party conference Endcall Flash sends a hookflash signal to the PSTN line Hold Trnsfer call transfer Because
215. nfiguration PSTN calls can be switched as follows The main office number non DID calls terminates on the AA pilot for AA assistance or on an IP phone extension for receptionist assistance Employee DID numbers terminate on the extension for that person s IP phone The number employees call from PSTN locations to check their voice mail terminates on the voice mail pilot number Some employees have DID numbers assigned and others do not In this configuration PSTN calls are handled as follows Calls to the main office number and for PSTN voice mail checking are handled as per the preceding scenario salle n armalrariaac week DID niimbarcac taeeunate an tha avtancian tir that narcanle anhina CEE CEE Digit Manipulation There are various reasons to manipulate the digits dialed by the caller on a voice system The most common reason is to allow both internal calls from other extensions and external calls from the PSTN where a full E 164 phone number is delivered to terminate directly on the user s phone without needing a receptionist to intercept and redirect the call Note E 164 is an International Telecommunication Union ITU specification that describes international telephone dial plans It specifies phone number attributes such as international dialing codes regional area codes and the minimum and maximum length of each field in the phone number Voice systems use the E 164 specification to parse and interpret
216. nfigured in the default single line mode Jane s phone is configured to match to John s phone Button 1 on Jane s phone is her primary line Button 2 is set to autodial John s phone and shows the label John next to the button The default configuration for an intercom line is CEE CEE Using Private Lines Similar in some ways to the courtesy phone application for the intercom command Cisco CME 3 2 introduces the FXO trunk command This can be used to provide an emulation ofa dedicated private PSTN line for a specific phone user This allows Cisco CME to create the user appearance that one ofthe buttons on a Cisco IP phone is directly connected to a specific PSTN subscriber line usually a dedicated FXO port connected to a specific PSTN phone number One potential application for this is m a bank branch office where the bank manager has an internal extension number for regular calls perhaps forwarded to the manager by a receptionist plus a direct private line used for important clients The private line also has voice mail service provided by the PSTN This provides message waiting indication MWI by way ofa stutter dial tone To hear the MWI indication the manager selects the private line and hears dial tone provided by the PSTN Example 5 25 shows how the trunk command is used to create a private line on an IP phone Example 5 25 FXO trunk Command router show running config voice port 1 0 0 connection plar opx 1082 dial peer voice
217. nformation because a fundamental understanding of the system components is necessary to troubleshoot the system Bet Ferrey Next Se CEE Recommended Reading For additional information on Cisco IOS voice consider the following books o Troubleshooting Cisco IP Telephony by Paul Giralt Addis Hallmark and Anne Smith ISBN 1587050757 Voice over IP Fundamentals by Jonathan Davidson James Peters and Brian Gracely ISBN 1578701686 Integrating Voice and Data Networks by Scott Keagy ISBN 1578701961 Bet A PREY next Se CEE Part II Feature Operation and Applications Chapter 4 Cisco IP Phone Options Chapter 5 Cisco CME Call Processing Features Chapter 6 Cisco CME PSTN Connectivity Options Chapter 7 Connecting Multiple Cisco CMEs with VoIP Chapter 8 Integrating Cisco CME with Cisco CallManager Chapter 9 Cisco IPC Express Automated Attendant Options Chapter 10 Cisco IPC Express Integrated Voice Mail Chapter 11 Cisco CME External Voice Mail Options Chapter 12 Additional External Applications with Cisco CME Sa Pe PREY next Se CEE Chapter 4 Cisco IP Phone Options This chapter covers the following topics Features and capabilities of the following Cisco IP Phones 7970G 7940G 7960G 7914 Expansion Module 7910G 7905G 7912G 7902G 7935 and 7936 Conference Stations and 7920 wireless phone Cisco Analog Telephony Adapter ATA Cisco IP Communicator softphone Firmware files for the IP phones Resettin
218. ng IP phones and extensions For monitoring Cisco CME AXL SOAP APls support the following Getting static information ISgetGlobalGets global information ISgetDeviceGets device information ISgetExtensionGets extension information Getting dynamic information ISgetEvtCountsGets the number of events recorded in the buffer ISgetDevEvtsGets device events if IP phones are in the register unregister or decease state ISgetExtEvtsGets extension events the virtual voice port is up or down CEE CEE Monitoring Cisco IPC Express You might monitor the Cisco IPC Express system with Syslog messages and Simple Network Management Protocol SNMP Management Information Base MIB You also can monitor call activity information through Syslog messages and Call Detail Records CDRs Monitoring IP Phones Using Cisco CME Syslog Messages Cisco CME 3 0 introduced type 6 Syslog messages as shown in Example 14 37 for IP phone registration and deregistration events These Syslog messages are useful for a central NMS to manage Cisco CME systems and IP phones Example 14 37 Type 6 Syslog Messages IPPHONE 6 REG ALARM SIPPHONE 6 REGISTER SIPPHONE 6 REGISTER NEW P E SIP HONE 6 UNREGISTER ABNORMAL SIPPHONE 6 REGISTER NORMAL Example Message SIPPHONE 6 REGISTER NEW ephone 3 SEP003094C38724 1P 1 4 170 6 Socket 1 DeviceType Phone has registered The IPPHONE 6 R
219. ng to host curl 7 Connect failed ERROR Host did not respond Please check the host ip and try again RAMDisk unmounted First ensure that the IP address of the FTP server is correct Verify all the parameters given in the install command If you are sure these are all correct verify the IP connectivity from the Cisco UE module to the router Reboot the Cisco UE module as shown in Example 19 14 and press at the first prompt This action takes you to the bootloader prompt Example 19 14 Checking IP Connectivity Between Cisco UE and the FTP Server cueinstaller gt reboot WARNING This will reboot the Service Engine Do you wish to continue y n n y The bootloader has a ping command as shown in Example 19 15 Example 19 15 Checking IP Connectivity from the Bootloader ServicesEngine boot loader gt ping 1 3 61 61 Sending 5 32 byte ICMP Echos to 1 3 61 61 Success rate is 0 0 5 ServicesEngine boot loader gt ping 1 3 61 16 Sending 5 32 byte ICMP Echos to 1 3 61 16 Success rate is 100 5 5 If the Cisco UE system cannot ping the FTP server you might have the wrong configuration of IP parameters in the bootloader Example 19 16 shows how to check the bootloader configuration If you see anything wrong you can use the bootloader config command to make modifications Example 19 16 Checking the Bootloader Configuration ServicesEngine boot loader gt show config IP addr 1 4 13 90 Ne
220. ng toll bar override _ Cisco CME dial plan patterns hunt groups MOH night service bell 2nd ___speed dial transfer patterns models required components call routing business hours call routing calls to main office number versus receptionist call transfer 2nd and call forward interoperability with CallManager billing options Cisco CME configuration configuring H 323 with ECS H 323 to H 323 H 450 services intersite call transfer missing transfer patterns troubleshooting CEE CEE Index A B D E E G H 0 K L IM N 0 2 Q R S EI U VI W IX 2 debug ccsip messages command debugging dialplan patterns MOH problems RBCP communication Defaults menu GUI deleting EAG extensions user IDs deploying Cisco IPC Express centralized networks distributed networks hybrid networks required components standalone networks key systems PBX systems Zero Touch deployment models hybrid networks multisite business model hybrid enterprise small enterprise standalone office model applications management network architecture security DHCP Dynamic Host Configuration Protocol configuring on CME router troubleshooting dial peers 2nd commands complex configuration hunting chains longest match STP troubleshooting voice dial peer hunting dial plan configuring digit manipulation features extensions patterns POTS dialp
221. ntroduced support for the H 450 12 capabilities discovery protocol to ease interworking issues with non Cisco CME H 323 systems Here s a full list ofthe H 450 x services including the date when they became formal ratified ITU T standards o H 450 1 2 1998 A generic functional protocol that supports supplementary services in H 323 supported by Cisco CME H 450 2 2 1998 A call transfer supplementary service for H 323 H 450 3 2 1998 A call diversion supplementary service for H 323 supported by Cisco CME H 450 4 5 1999 A call hold supplementary service for H 323 H 450 5 5 1999 A call park and call pickup supplementary service for H 323 H 450 6 5 1999 A call waiting supplementary service for H 323 H 450 7 5 1999 An MWI supplementary service for H 323 H 450 8 2 2000 A name identification service H 450 9 11 2000 A call completion supplementary service for H 323 includes callback for a busy subscriber H 450 10 3 2001 A call offering supplementary service for H 323 includes camp on busy subscriber H 450 11 3 2001 A call intrusion supplementary service for H 323 H 450 12 7 2001 A common information additional network feature for H 323 for H 450 x capabilities discovery supported by Cisco CME 3 1 and later An important thing to note about the dates these standards became available is that many H 323 networks were brought into service before these standards were issued This means that support ofthese standards within H 323
222. number manipulation using translation rules or translation profiles application selection including custom TCL scripts protocol options such as fax relay and dual tone multifrequency DTMF relay voice codec selection and caller ID manipulation and restriction Some dial peer operations relate to selecting a dial peer associated with the call s originator Incoming dial peer matching and selecting a dial peer associated with the call destination outgoing dial peer matching Multiple parameters can affect the selection of the incoming and outgoing dial peers but the primary matching criteria are the called and calling party numbers Describing all the dial peer options in detail is outside the scope of this book however numerous books deal with this subject in more depth including the following Deploying Cisco Voice over IP Solutions by Jonathan Davidson Cisco Press 2001 Cisco Voice over Frame Relay ATM and IP edited by Steve McQuerry Kelly McGrew and Stephen Foy Cisco Press 2001 CEE CEE Creating an Intercom Cisco CME supports smele button push to talk and push to respond intercom lines You can create an intercom arrangement between any two multiline IP phones that support speakerphone operation You can even operate an intercom across a VoIP connection using either SIP or H 323 Cisco CME s intercom function is built using two functions Autodial at the initiating end of the intercom Autoanswer with mut
223. of lines that an IP phone supports IP phones based on 100 Mbps Ethernet connections can theoretically support hundreds of phone lines How many lines an IP phone supports is instead determined solely by the design of the phone user interface not the physical connectivity to the system equipment cabinet The user interface might be a traditional looking one that has a dedicated physical button for each line the phone supports Alternatively the IP phone might simply have a touch screen In this case the number of square inches available on the display may determine the maximum number of lines accessible to the user Other variations on user interface design might include the use of pull down menus or scroll bars to select a phone line The extreme example of this is the PC softphone A softphone is simply an application program running on a PC where you select a phone line from the PC display with a mouse click The next section describes how Cisco CME deals with phones and phone lines Cisco CME Ephone and Ephone dn In the Cisco CME product an IP phone device is called an ephone short for Ethernet phone The phone lines that are associated with the ephone are called ephone dn Ethernet phone directory number DN An ephone dn is made up of the following two subcomponents Virtual voice port Dial peer The virtual voice port is the nearest direct equivalent to a physical phone line in a Cisco CME system The virtual voice port is the object t
224. ogin to those he or she is responsible for managing The following sections discuss how to customize the Cisco CME GUI features and change the look and feel of the GUI pages with a sample XML file The Cisco UE GUI cannot be customized in this manner The Cisco CME system administrator defines what a customer administrator can do by defining and setting the tags in an XML file The XML file can be read in through the CLI to control the set of GUI functions allowed for a customer administrator Based on the existing Cisco CME XML Schema Template file you might create a sample xml and copy it to your router s Flash In the sample xml file you can use tags with values of Show or Hide to allow or deny the customer administrator access to the corresponding GUI features Ifa tag item is missing from the XML file the default behavior is to show The customer administrator s access is equivalent to the system administrator under the following circumstances No XML file exists in Flash After a no web customize load command is executed on the router this command can be written to nonvolatile RAM NVRAM You configure Cisco CME to allow GUI customization using the sample xml file as shown in Example 13 20 Example 13 20 Using an XML File for GUI Customization telephony servic web admin system name admin password admin web admin customer name Cisco password Cisco web customize load sample xml Cisco CME XML Schema Template The Cisco CM
225. ohndoe Following that action the system retrieves the user s preferred language English only in the system used to generate these traces to select the appropriate prompts to play Example 21 36 System Retrieves User Information Based on Calling Extension cue show trace buffer tail 6082 09 30 18 39 48 614 voicemail ldap getUserByPhoneNo 6001 6082 09 30 18 39 48 617 voicemail ldap getUserByPhoneNo userDn sw local users johndoe 6082 09 30 18 39 48 617 voicemail ldap 0 getAttributeValue sw local users johndoe Language preferredLanguage 6082 09 30 18 39 48 618 voicemail ldap O getAttributeValue sw local users johndoe TelephoneNumbers primaryExtension 6082 09 30 18 39 48 618 voicemail database 0 Got connection 2 inUse 3 active 2 After the calling user has been identified the voice mail system verifies that the user has a mailbox because it is not necessary for every user defined in the system to have an associated voice mailbox The SQL statement shown in Example 21 37 is executed and returns the mailbox ID ofthe given user for example the mailbox ID returned here is PERSONAL _00000000000000000000022 Example 21 37 Retrieving Mailbox Information Based on User Information cue show trace buffer tail 6082 09 30 18 39 48 619 voicemail database SQL select mailboxid from vm mbxusers where owner true and userdn sw local users johndoe 6082 09 30 18 39 48 621 voicemail database Database query results
226. on and draw a flow chart for the desired menu flow Step 2 Determine the wording ofthe prompts for the application Step 3 Record the prompts using the tool of your choice such as a PC based recorder or Cisco UE Administration Via Telephony AVT called the Greeting Management System GMS before Cisco UE release 2 1 You also can outsource the creation of the prompts to a recording studio Step 4 Name the prompts wav files appropriately Step 5 Convert the application flow chart you created in Step 1 into one or more scripts using the Cisco UE AA Script Editor Use appropriate variables and make sure you use the right prompt names in the script Step 6 Validate the scripts by selecting Tools gt Validate in the Cisco UE AA Script Editor Step 7 Upload the scripts and prompts to the Cisco UE system using the GUI or CLI Step 8 Create an AA application from the Voice Mail gt Auto Attendant GUI menu This allows you to associate the script with a dial in phone number the AA pilot number for this script and prepares the application to take live calls Step 9 Ensure that the Cisco CME router has a Session Initiation Protocol SIP dial peer with the correct dual tone multifrequency DTMF relay and codec options pointing to the new AA pilot number called a trigger internally in the Cisco UE software created in the preceding step Even though you have followed all the necessary precautions in creating the AA some iss
227. on it has a hexagon symbol resembling a stop sign The button on the right side of the rocker button takes you to the Settings menu similar to the phones discussed previously Configuring the Cisco 7905G and 7912G IP Phones The Cisco 7905G and 7912G IP Phones obtain their IP address and other network information by default from DHCP You can also configure these parameters from the phone after disabling DHCP The phone is equipped with a set of menus similar to the Cisco 7960G IP Phone to view and configure some of the phone and network parameters The key combination to unlock and reset the phone is the same as for the Cisco 7960G IP Phone The phone load and phone type should be configured under the telephony services and ephone configuration modes respectively for a successful registration of the phone The phone can be configured with two single line directory numbers DNs or a single dual line DN CEE e pre NEXT The Cisco 7970G IP Phone The general look and feel ofthe Cisco 7970G IP Phone shown in Figure 4 6 is similar to that ofa Cisco 7960G with added buttons features and a color display Figure 4 6 Cisco 7970G IP Phone AAA Hardware The Cisco 7970G IP Phone has an LCD color display that is bigger than the Cisco 7960G display and has touch screen capability The phone has eight line buttons and five softkeys The line buttons are light emitting diode LED lit with different colors indicating different phone state
228. on Hold Missigg Directory Services Option Working with the Class of Restriction Feature Sumnfa Chapter 18 Troubleshooting Cisco CME Network Integration Int erhtme Cisco CME with Cisco Unity Voice Mail A Ciso Unity System with a Network of Cisco CMEsCentralized Voice Mail Architecture Troubleshooting Call Transfers and Call Forwards Troublleshooting Transcoding Troutfleshooting H 323 GK Integration Sumnja Chapter 19 Troubleshooting Cisco UE System Features Gefle l Troubleshooting Techniques Troubleshooting Installation Problems Troubleshooting Cisco UE Startup Troutleshootmg the Initialization Wizard Troubleshootimg Backup and Restore Sumnja Chapter 20 Troubleshooting Cisco UE Automated Attendant Trolt eshooting a Customized AA Traci a Call Flow in the AA Sumnk Chapter 21 Troubleshooting Cisco UE Integrated Voice Mail Features Coon Voice Mail show Commands Troubleshooting Mailbox GUI Configuration Problems Troutjleshooting Cisco CME and Cisco UE Integration Troubleshooting the TUI and VXML Browser Troubleshooting the Database LDAP and Mailbox Activities Troulfleshooting the Message Waiting Indicator Troubleshooting Voice Mail VPIM Networking S N a CEE CEE Copyright Cisco IP Communications Express CallManager Express with Cisco Unity Express Danelle Au Baldwin Choi Rajesh Haridas Christina Hattingh Ravi Koulagi Mike
229. ontact If you want to use the AA to handle calls as a backup to the receptionist or as an after hours mechanism it is possible to call forward no answer CFNA the receptionist s extension to the AA Note If the receptionist s phone CFNAs to the AA unanswered calls cannot be directed to a personal voice mailbox with the result that the receptionist cannot have voice mail This situation can be circumvented in one of two ways Tiaka a canarataarirata ara a far the anotan IE Eau ar Rara lanas a la han ne CEE Se CEE Understanding the Cisco IPC Express Integrated Automated Attendant The preceding section discussed general considerations with call routing to a receptionist or an AA Provided that your business requires at least some ofits calls to be routed via an AA the following several sections discuss Cisco UE s AA capabilities in more detail The features discussed here assume a minimum of Cisco UE 1 1 software Some features require later releases When callers call into the AA number based on the time of day and the day of the week the AA may play a different greeting to callers followed by a menu of options After the caller selects the desired option the call is routed to the requested destination which can be an employee extension or a service such as recorded driving directions or business hours One ofthe many benefits ofan AA is that after hours callers can still receive the information they need to contact your business
230. ooting Cisco UE Integrated Voice Mail Features This chapter covers the following topics Common voice mail show commands Troubleshooting mailbox graphical user interface GUI configuration problems Troubleshooting Cisco Unity Express UE and Cisco CallManager Express CME integration Troubleshooting the Telephony User Interface TUI and VXML browser Troubleshooting the database Lightweight Directory Access Protocol LDAP and mailbox activities Troubleshooting the message waiting indicator MWI Troubleshooting voice mail Voice Profile for Internet Mail VPIM networking This chapter discusses the debugging and tracing aspects of the Cisco Unity Express UE voice mail application for Cisco IP Communications IPC Express The discussion starts by looking at configuration problems that show up in the graphical user interface GUI and how to address them Another area of possible problems is the interface between Cisco UE and Cisco CallManager Express CME which you also will learn how to troubleshoot The Voice Browser step of the Cisco Customer Response Software CRS is used to implement the Telephony User Interface TUI and in this chapter you learn how to interpret voice browser traces and TUI sessions Voice mail interacts with back end data stores such as the Lightweight Directory Access Protocol LDAP directory and the Structured Query Language SQL database to retrieve user and mailbox information This chapter covers the trou
231. or the mailbox Total mailbox size and the percentage of the mailbox used Example 21 1 shows sample output of the show voicemail mailboxes command In this output Jane Smith s mailbox does not contain any messages but still the message time MSGTIME associated with the mailbox is given as 9 seconds That is because Jane Smith has recorded one or more greetings and the time for the greetings is counted as part of the total mailbox message time However spoken names are not considered part of the mailbox time because they are stored in LDAP rather than the SQL database Example 21 1 Displaying Mailbox Statistics cue show voicemail mailboxes OWNER MSGS NEW SAVED MSGTIME MBXSIZE USED 3ohnsmith 4 2 2 60 3000 2 Janesmith 0 0 0 9 3000 1 groupl 0 0 0 0 3000 0 group2 0 0 0 0 3000 0 group3 0 0 0 0 3000 0 group4 0 0 0 0 3000 0 groups 0 0 0 0 3000 0 3ohndoe 0 0 0 0 3000 0 janedoe 0 0 0 14 3000 1 Displaying Mailbox Details To display the details ofa particular mailbox use the show voicemail detail mailbox userid command As shown in Example 21 2 it displays a mailbox s characteristics including the message counts date of creation and last modified time stamp Example 21 2 Displaying Single Mailbox Details cue show voicemail detail mailbox johndoe Owner sw local users johndoe Type Personal Description johndoe mailbox CEE CEE Troubleshooting Mailbox GUI Configur
232. ot attest to the accuracy of this information Use ofa term in this book should not be regarded as affecting the validity of any trademark or service mark Corporate and Government Sales Cisco Press offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales For more information please contact U S Corporate and Government Sales at 1 800 382 3419 or at corpsales pearsontechgroup com For sales outside the U S please contact International Sales at international pearsoned com CEE Sa CEE About the Authors Danelle Au is a product manager in the branch office IP Communications group at Cisco Systems She was involved in the product management and marketing activities for the introduction of the Cisco CallManager Express CME and Survivable Remote Site Telephony SRST products She was also a member of the initial team that defined and developed the Cisco Unity Express UE product Her area of expertise is IP Communications including voice security quality of service QoS IP telephony interfaces and digital signal processor DSP technologies She holds an MS in electrical engineering from the University of California Berkeley Baldwin Choi is a member of the technical marketing staff in the branch office IP Communications group at Cisco Systems He has been working with Cisco sales and technical support teams on existing and new voice products as well as in network designs and implemen
233. oting Cisco UE startup problems Troubleshooting the Cisco UE Initialization Wizard Troubleshooting the system backup and restore operations The previous chapters in Part IV Maintenance and Troubleshooting took a closer look at Cisco CallManager Express CME troubleshooting of the call processing and phone components of your system as well as some voice mail scenarios with external voice mail systems such as Cisco Unity This chapter takes an in depth view of troubleshooting Cisco CME s integrated voice mail application Cisco Unity Express UB Cisco UE s hardware and software architecture was discussed in Chapter 3 Cisco IPC Express Architecture Overview This fundamental architectural knowledge is required to understand the troubleshooting tools and techniques discussed in this chapter In Chapter 3 you learned how a Cisco IOS router interfaces with the Cisco UE hardware module using the Router Blade Communication Protocol RBCP which is the fundamental mechanism used as the communication path between Cisco UE and the Cisco CME router and is integral to understanding later sections in this chapter This chapter covers troubleshooting the system level aspects of Cisco UE such as general problem isolation techniques installation startup and backup and restore pres next CEE General Troubleshooting Techniques Cisco UE offers several types of tools to help you isolate problems on the system Viewing system information
234. oubleshoot potential problems are covered later in this book Fe prey NEXT a Se CEE Chapter 11 Cisco CME External Voice Mail Options This chapter covers the following topics Cisco Unity voice mail Stonevoice voice mail Analog voice mail Public Switched Telephone Network PSTN based voice mail Cisco Unity Express UE voice mail was covered in Chapter 10 Cisco IPC Express Integrated Voice Mail It represents the integrated voice mail system recommended for use with Cisco CallManager Express CME However you also have the option to deploy one of several external voice mail systems with Cisco CME You might want to consider one of these voice mail options for your office in the following situations o If you are using a Cisco CME platform such as the Cisco 1760 V that does not support Cisco UE although you could use a separate router to house Cisco UE as of release 2 0 If your Cisco CME router platform does not have any available slots to add the Cisco UE hardware If you require features such as unified messaging that are not yet available with Cisco UE If you want to deploy a centralized voice mail system to support multiple Cisco CME sites instead ofa distributed voice mail option at each site If you have an existing legacy voice mail system that you want to continue to use This chapter briefly reviews the external voice mail options available for use with Cisco CME These options include the Cisco Unity voice mai
235. oubleshooting one of the most important concepts to understand is the difference between an ephone and an ephone dn and how these fit into the Cisco IOS software voice architecture Chapter 5 Cisco CME Call Processing Features covered the basic building blocks of a Cisco CME system you should read it before this chapter In review An ephone Ethernet phone is the configuration of the physical device An ephone dn is the configuration of the phone line or extension Each ephone dn has a virtual voice port and dial peer as its subcomponents The need to troubleshoot Cisco CME is most likely to arise out of features such as the following The dialplan patterns and transfer patterns associated with the system configuration Call transfer and conference scenarios r wy 4 4 EA e ARA ae a a eae AP an x pF Bred AN CEE CEE Dialplan Pattern Configuration Problems A dialplan pattern is an essential element ofthe Cisco CME configuration to integrate the Cisco CME and PSTN dial plans Ifthe dialplan patterns are not properly configured calls to or from the PSTN may not terminate correctly This section describes some of the common pitfalls in configuring dialplan patterns and how to troubleshoot them Figure 17 1 shows the Cisco CME configuration for a company with two geographically separate headquarters and customer support center offices with Cisco CME deployed at both sites There are 20 employees in the headquarters office an
236. outer Also the telephony service configuration should have the firmware specified for each type of phone connected to the Cisco CME system The configuration shown in Example 4 2 lists the firmware for the Cisco 7940G 7960G and 7905G IP Phones These files change depending on the version of Cisco CME you re using Check Cisco com for the correct version of these files for your system The files in Example 4 2 are shown to illustrate where they are configured Example 4 3 Phone Firmware Router show running config telephony servic max dn 10 max ephone 10 ip source address 10 0 0 1 port 2000 load 7940 60 P00303020214 load 7914 S00103020002 bin load 7905 CP79050101SCCP030530B31 zup Allthe phones come with factory default firmware installed During the registration process the phone compares its current firmware with the load configured under telephony services as shown in Example 4 2 Ifthe configured firmware and the current firmware match the phone continues with the registration process Ifthe firmware is different from what is configured the phone tries to download the new firmware from Cisco CME It is necessary to have the right version of phone firmware for the version of Cisco CME you are using to have all the features working as designed In certain cases a firmware upgrade or downgrade is not a one step process Also in certain cases you cannot downgrade the phone firmware to a lower version For example you cannot d
237. owngrade the firmware on a Cisco 7960G IP Phone from a signed load to an unsigned load This process is covered in much more detail in Chapter 16 Sa CEE Se CEE Resetting and Restarting the Phones You may have to reset or restart the phones when you make changes to the Cisco CME configuration When a phone is reset it goes through the entire bootup sequence A phone reset is very similar to power cycling the phone powering it on and off When a phone is restarted it clears its current registration with Cisco CME and registers again Restart is faster than reset A restart is sufficient for configuration changes such as adding another line or speed dial to the phone A reset is required for system level changes such as upgrading a phone load or changing the URL for a directory search Cisco IP phones can be reset from a Cisco CME router console from the Cisco CME GUL or from the phone itself A restart can be issued from the Cisco CME console or the Cisco CME GUI You can reset or restart individual phones from the Cisco CME router console by issuing the reset or restart command respectively from the ephone configuration prompt You can reset from the phone itself by entering the key combination from the phone dial pad The phone should be in the on hook state when you enter the key combination BEL Fe prey Next SSL CEE Erasing the Phone Configuration In rare situations you may have to erase a phone s current configur
238. pick up the call you just parked The park and pickup combination is a popular feature used in the retail store environment Pickup of a Ringing Extension You can use the pickup softkey to move a call on a ringing extension on another phone to your phone When you invoke call pickup the Cisco CME system triggers a call forward from the phone with the ringing extension to your phone Because the call pickup for a ringing extension uses the call forwarding mechanism the general restrictions and considerations that apply to forwarded calls forward on no answer also apply to calls for pickup on ringing This means that the max redirects limit set under telephony service may affect the call pickup feature Pickup of a Call on Hold Y ou can use the pickup softkey to move a call that is on hold at an extension on another phone and move it to your phone When you invoke call pickup the Cisco CME system triggers a blind call transfer from the phone with the on hold call to your phone Because the call pickup for an on hold call uses the call transfer mechanism the general restrictions and considerations that apply to transferring calls also apply to calls for pickup on hold Pickup Groups The group pickup feature operates in a manner similar to simple extension pickup To use the group pickup feature press the gpickup softkey and enter a pickup group number You can use the group pickup feature to pick up any ringing call in a designated group of pho
239. ponents that make up the system and some ofthe features you may use in your business You also learned how to select between Cisco IPC Express and other Cisco IP telephony options Examples were provided ofhow Cisco IPC Express applies to businesses in different industries This chapter focused on the business or office level the pieces ofa Cisco IPC Express system and the features benefiting end users In the next chapter the focus turns to the network level You will learn about the different types of networks on which Cisco IPC Express can be deployed Subsequent chapters provide in depth details on the Cisco IPC Express system architecture deployment models and features and how to install configure and manage it for your business Se e pre next Fe prey NEXT a Chapter 2 Building a Cisco IPC Express Network This chapter covers the following topics IP Telephony network deployment models Cisco IP Telephony system trade offs Cisco IP Communications IPC Express deployment models including the standalone office the multisite network and the service provider managed services models Chapter 1 Introducing Cisco IPC Express provided an overview of why Cisco IP Communications IPC Express might be an excellent voice and data communications system for your business and how its features may apply to your needs It also gave brief information about the router platforms licenses and components that comprise Cisco IPC Expres
240. provides for optimal call paths and unlimited sequential transfers and forwards Cisco proprietary H 323 extension Mostly obsolete but useful if you are using software older than Cisco IOS 12 2 15 T Hairpin call routing Maximum compatibility but uses more WAN bandwidth and results in higher delay and jitter The default H 323 call transfer protocol used by Cisco CME is the Cisco proprietary mechanism This mechanism supports only blind call transfer that is no transfer consultation It is selected as the default simply for purposes of backward compatibility with earlier Cisco IOS versions The default call forwarding mechanism provides for automatic local forwarding only that is within the same Cisco CME system It does not provide forwarding display update notification of the call forwarding to the calling party s IP phone For incoming VoIP calls from another Cisco CME system that are nonlocally forwarded to a third Cisco CME system the Cisco proprietary H 323 protocol extensions are used Even if you do not require H 323 VoIP call transfers because you do not need to make calls across an IP connection to another site you should still select the H 450 configuration method for call transfers This enables call transfer with consultation for local calls within your system and for PSTN calls that use PSTN voice ports that are physically on your Cisco CME router PSTN voice ports on a router other than the Cisco CME system appear as H 323 Vo
241. r 4 Cisco IP Phone Options provides details on the Cisco IP phones that are supported and the phone features you can use with Cisco CME Chapter 5 Cisco CME Call Processing Features discusses Cisco CME features such as PBX and key system configurations shared line appearances hunt groups ephone dns dial peers overlay directory numbers DNs intercom paging call pickup call park transfer forwarding softkey customization and billing considerations Chapter 6 Cisco CME PSTN Connectivity Options provides background information on connecting your Cisco CME system to the PSTN It covers concepts such as analog and digital signaling on PSTN trunks direct inward dial DID dialed number identification service DNISY and callino line ID CT ID The CEE Se CEE What You Will Find on the Website A simple Cisco UEs AA is used in Part IV of this book to illustrate how to isolate potential issues with AA scripting Chapter 20 discusses the three script files that comprise this sample AA and Appendix B shows a text representation to explain the script flow You can download the binary script files from the website to your computer by going to http www ciscopress com title 158705180X and opening the files with the Cisco Unity Express Script Editor You can download the Editor application from Cisco com Se CEE CEE Part I Cisco IP Communications Express Overview Chapter 1 Introducing Cisco IPC Express Chapter 2
242. r Ethernet and configure VoIP dial peers on each system to symmetrically direct calls that are destined for nonlocal extension numbers to the other Cisco CME system In other words if the Cisco CME recognizes that the extension number being dialed isn t present in its internal list of phone numbers it can assume that it should send the call to the other Cisco CME as shown in Figure 7 1 Figure 7 1 Simple Two Node Cisco CME H 323 Network Example 7 1 shows the relevant configuration extracts of the two systems It shows a pair of Cisco CME systems that have extensions 1000 to 1099 on CME 1 IP address 10 1 1 1 and 2000 to 2099 on CME 2 IP address 10 1 2 1 Example 7 1 Dial Peers for Figure 7 1 CME 1 Router show running config dial peer voice 2000 voip destination pattern 20 session target 10 1 2 1 dtmf relay h245 alphanumeric codec 972918 CME 2 Router show running config dial peer voice 1000 voip destination pattern 10 eecc rnn target 10 1 1 1 CEE CEE DTMF Relay for H 323 Dual tone multifrequency DTMF relay is a mechanism for reliably carrying DTMF digits across VoIP connections If you need to signal the 0 to 9 and keypad digits DTMF digits from your IP phone across your VoIP network you must configure DTMF relay DTMF digits are also sometimes called TouchTone digits You should configure DTMF relay ifyou want to operate a remotely connected voice mail system use calling card access for PS
243. r to the related sections in Chapter 13 for details on the configuration for different features Running the Cisco CME Setup Utility Example 15 2 provides a log of running the Cisco CME Setup Utility discussed in Chapter 13 to build the Site A basic configuration Example 15 2 Cisco CME Setup Utility for Site A cme 3725 config telephony service setup Cisco IOS Telephony Services Setup Do you want to setup DHCP service for your IP Phones yes no yes Configuring DHCP Pool for Cisco IOS Telephony Services IP network for telephony service DHCP Poo1 20 1 1 0 Subnet mask for DHCP network 255 255 255 0 TFTP Server IP address Option 150 20 1 1 100 Default Router for DHCP Pool 20 1 1 100 Do you want to start telephony service setup yes no yes Configuring Cisco IOS Telephony Services Enter the IP source address for Cisco IOS Telephony Services 20 1 1 100 Enter the Skinny Port for Cisco IOS Telephony Services 2000 How many IP phones do you want to configure 0 5 Do you want dual line extensions assigned to phones yes no yes What Language do you want on IP phones 0 0 Which Call Progress tone set do you want on IP phones 0 What is the first extension number you want to configure 2001 Do you have Direct Inward Dial service for all your phones yes no no Do you want to forward calls to a voice message service yes no yes Enter extension or pilot number of the voice m
244. receptionist is unable to answer the phone When deploymg an AA in an office you must first decide how to handle calls into the office both during business hours and after hours Next craft the Cisco CME call routing features the AA menus and the digit manipulation done by the Cisco CME system to achieve the desired call routing Cisco CME call routing capabilities depend in part on how the PSTN trunks are configured and what digit information the PSTN delivers Calls to the Main Office Number For a business with direct inward dial DID service the only calls typically answered by an AA or receptionist are the general calls to the main office number DID calls are switched automatically to the extension number that the caller dials For example extension 3001 s PSTN DID number is 222 555 3001 so whenever this number is called the IP phone for extension 3001 rings automatically without AA or human assistance DID call routing makes sense for a business such as a lawyers office where each lawyer must be individually reached by clients and the DID PSTN phone number appears on the lawyer s business card Cisco CME s default operation is to switch calls automatically to the dialed extension via dial peer matching provided that dialed digits DNIS are available from the PSTN for the call However even with DID service tt is still possible to redirect all or certain calls to an AA or receptionist by doing digit manipulation on the dialed digit
245. rify memory requirements Ensure that the platform you select has enough memory to support the solution Check the memory requirements for the Cisco IOS release you intend to use on Cisco com Select the appropriate Cisco IOS software feature set and release The following feature sets supported with Cisco IOS Release 12 3 4 T and later are required to deploy Cisco IPC Express IP Voice SP Service Provider Services Advanced IP Services Enterprise Services and Advanced Enterprise Services If you want to deploy voice and security features the minimum feature set required is the Advanced IP Services image Next find the version or release of Cisco CME and Cisco UE if desired from Table A 1 Table A 1 IOS Software Feature Sets and Releases for CME Minimum Cisco IOS Cisco IOS Software Feature Set Version Cisco CME Cisco UE Hardware IP Voice 12 3 4 T Release 3 0 NM CUE IP Voice 12 3 7 T Release 3 1 NM CUE AIM CUE IP Voice 12 3 11 T Release 3 2 NM CUE AIM CUE CEE Sa CEE Appendix B Sample Cisco UE AA Scripts This appendix lists an example of a typical Cisco Unity Express UE automated attendant AA script The high level flow of logic in the script is as follows If business hours then Play lt menuprompt gt To enter the phone number of the person you are trying to reach press 1 To enter the name of the person you are trying to reach press 2 To transfer to the operator press 0 else Play lt weekend prompt gt
246. rnet Mail VPIM connectivity between the systems Cisco UE does not support networking with any voice messaging systems other than Cisco UE and Cisco Unity systems You can configure Cisco UE networking using either Domain Name System DNS host names or explicit IP addressing If you are networking with a Cisco Unity system you must use a DNS configuration The following sections provide a brief overview of Cisco UE voice mail networking operation including the following topics Applicable standards Definition of network locations Voice mail network location addressing Directories Network broadcast messaging Message formats Nondelivery notification Standards Voice mail networking uses the following Internet Engineering Task Force IETF standards RFC 3801 Voice Profile for Internet Mail Version 2 VPIMv2 RFC 2821 Simple Mail Transfer Protocol SMTP RFCs 20452049 Multipurpose Internet Mail Extensions MIME Part One Format of Internet Message Bodies RFC 822 Standard for the Format of ARPA Internet Text Messages The Simple Mail Transfer Protocol SMTP and Multipurpose Internet Mail Extension MIME protocols are the basic protocols used to send and receive e mail Voice mail networking leverages the exact same protocols and infrastructure The primary attributes ofa voice mail compared to an e mail are the address voice mail uses a phone gas wea AA ann Pee I1IcaAac a 11 car TTY ARA tha enn cand aac Rn hma
247. roubleshooting VoIP with H 450 services fractional Tl service full blind transfers 2nd EXO interfaces FXO Power Failover Se CEE SSL CEE Index A B C D E E G 8 1 K L M N O E Q R S TI U V W X ZI G 711 conferencing Cisco CME configuration gatekeepers H 323 Routed Signaling Gatekeepers GDMs general delivery mailboxes configuring troubleshooting GMS Greeting Management System custom prompts recording EAG recording or deleting groups Cisco UE unassociated users in GUI troubleshooting GUI 2nd access securing Administration menu Configure menu customizing Defaults menu extensions adding assigning to phones _ deleting file installation Help menu HTTPS phones adding Reports menu requirements for use router setup Voice Mail menu Se CEE CEE Index A B D E E G H 0 K L IM N 0 2 Q R S T U VI W IX 2 H 245 digit relay H 323 Cisco CME integration internal call handling multinode networks role of gatekeeper two node networks DTMF relay E 164 numbers gatekeepers registering individual numbers routed signaling call forwarding transfer troubleshooting integration H 450 x services call forwarding transfer configuring proxy services Routed Signaling Gatekeepers SCCP to H 323 call flow H 323 Facility Message H 323 with ECS H
248. rt for IP phones followed next in the evolution with the development of Survivable Remote Site Telephony SRST When all these technologies were in place a comprehensive standalone telephony solution such as Cisco CME was a natural next step All the Cisco CME phone features are built on top of these two foundation elements the router engine and the VoIP infrastructure first developed to provide PSTN and PBX gateway connectivity on a router This is an important perspective to embrace in understanding Cisco CME and its architecture This inheritance has some advantages and also some disadvantages The primary advantages include the fact that Cisco CME leverages the extensive base of Cisco IOS IP routing and voice technologies This lets Cisco CME interoperate with a large installed base of IP network types and different voice protocols and technologies It also means that new developments in the Cisco IOS IP and voice technology area tend to get bundled automatically with each new release of the Cisco CME software This significantly reduces the risk of rapid marketplace obsolescence inherent in any new technology Considering the ongoing competition in the VoIP marketplace between the International Telecommunication Union ITU sponsored H 323 and Internet Engineering Task Force IETF sponsored SIP technologies this has particular importance for anyone concerned about picking the wrong technology Because Cisco CME is based on Cisco IOS voice technolog
249. rt resides on the Windows platform and the other part resides in Cisco CME s Cisco IOS software The interface between the TSP in the Windows application and Cisco CME uses SCCP over TCP Cisco CME listens on a standard TCP port while the TAPI client authenticates to Cisco CME by providing a username and password unique for each IP phone on Cisco CME The Windows application s TSP must have the same username password and port number configured to be able to connect successfully with Cisco CME and exert phone and call control The username and password authentication provides a layer of security to Cisco CME to enable authorized application development Example 12 1 shows the configuration ofthe username and password associated with the IP phone on Cisco CME This information must be quoted by the TAPI application during login to be able to control the phone The telephony service ip source address command specifies the port number used for communication between Cisco CME and the TAPI application Example 12 1 IP Phone Configuration router show running config telephony servic ip source address 172 19 153 129 port 2000 ephone dn 1 number 3001 description Userl name Userl call forward busy 3105 call forward noan 3105 timeout 10 ephone 1 username User 1 password user mac address 0009 B7F7 5793 speed dial 4 3100 label AA button 1 1 CEE CEE Extensive Markup Language Applications XML is a text markup language de
250. ructure The result is that individual component features are designed to be as modular and flexible as possible It also means that it is often possible to combine features to produce some fairly complex operations Some of these combinations are not obvious from a quick glance at the CLI This chapter is intended to help you understand and use some of the available flexibility The sample configurations in this chapter are presented using the Cisco IOS CLI Many of the configurations described can also be generated using the web browser graphical user interface GUI In both cases the configurations generated are stored identically in the router s nonvolatile memory in CLI format The CLI presentation is more compact and easier to grasp than an equivalent series of GUI screen shots The CLI presentation also shows the integration of some Cisco CME specific functions with the CLI commands for related but generic Cisco IOS router functions because the generic Cisco IOS commands usually don t have a GUI equivalent The CLI format is also convenient for many readers who may already be very familiar with the Cisco IOS CLI The GUI is more extensively covered in Chapter 13 Cisco IPC Express General Administration and Initial System Setup and Chapter 14 Configuring and Managing Cisco IPC Express Systems CEE CEE IP Phones and IP Phone Lines IP phones may appear to be very similar in appearance to the digital phones used with a TDM based PBX
251. running config voice port 1 0 0 connection plaropx 1082 dial peer voice 82 pots destination pattern 82 port 1 0 0 forward digits 0 ephone dn 10 number 1010 name manager ephone dn 11 number 1082 name private line trunk 82 ephone 1 button 1 102 11 Example 11 10 shows the following sequence of events You press the softkey 2 on your phone and it automatically triggers the configuration for ephone dn 11 ephone dn 11 initiates a call to 82 which matches the dial peer that points to FXO line 1 0 0 When line 1 0 0 goes off hook as if you had picked up an analog phone set directly connected to the CO it does not dial any digits The effect is that you can hear the dial tone provided by the CO Se CEE Se CEE Summary In this chapter you learned about several external voice mail options you can use with your Cisco CME system if you choose not to use the integrated voice mail application provided by Cisco UE The Cisco Unity unified messaging system provides a very good voice mail alterative especially if you have a multisite network that has a larger location with several smaller locations and you want to centralize voice mail for all locations at one site Non Cisco voice mail solutions such as Stonevoice provide voice mail applications that integrate via H 323 with Cisco CME Another alternative to integrate with some popular voice mail systems such as Octel and Active Voice Reception is to use analog connectivity and DT
252. ry time should instead be 60 days you then have to change each of the 25 existing mailboxes individually to reset the expiry time to 60 days Changing the default value to 60 days affects only new mailboxes you create after you change the default value The per mailbox parameters are set in the Defaults gt Mailbox window shown in Figure 14 26 They include the CEE Se CEE Configuring the AVT You can manage Cisco UE AA prompts broadcast messaging spoken names for remote users and location and the Emergency Alternate Greeting EAG by using the TUI This means that the administrator can dial in on a phone and make small changes to the system The AVT requires an extension and a PIN to log in It authenticates users based on the extension mailbox PIN combination It also checks that the user associated with the extension PIN combination has administrative privileges on the system Sa CEE CEE Configuring Cisco UE Backup and Restore Cisco UE runs on a hardware module that contains storage media separate from that of the router The NM CUE has a hard disk and the AIM CUE uses onboard compact Flash for storage The configuration ofCisco UE AA and voice mailincluding the AA prompts user greetings spoken names and voice messagesis stored on this disk or Flash unit Backing up the router configuration therefore is insufficient to preserve the Cisco UE application configuration in the event ofa disaster for example a hard disk failure or
253. s This chapter covers what your network might look like or as it is more formally called what deployment models you may consider when building a network that contains one or more sites with Cisco IPC Express If you own a small business that operates from a single site your network is equally simple so only a small portion of the information here applies to you On the other hand perhaps yours is a larger business with multiple sites or you own or work for a firm that has an enterprise backbone network and you are considering Cisco IPC Express for some or all of the branch sites Ifso you will find the network deployment information in this chapter handy when connecting Cisco IPC Express to your existing network Last if you are a service provider SP considering Cisco IPC Express as a hosted or customer premises equipment CPE offering to your customers your network has even more considerations CEE CEE IP Telephony Network Deployment Overview Before covering Cisco IPC Express specific deployment details you should understand a little more about general IP telephony networks and some of the trade offs when selecting what type of network fits your business best This fundamental understanding is needed because Cisco IPC Express networks follow the same general architectures and trade offs They also represent a subset of the larger canvas of IP telephony options you may choose from for your business or branch office Another reason to
254. s UE 2 1 The second part is a quick guide to ordering a Cisco IPC Express system CES CEE Cisco IPC Express Features and Releases Highlights of the Cisco CME and UE features are described in this section For more explanation of the features and how they function refer to the system administrator guides at Cisco com Cisco CMEhttp www cisco com go ccme Cisco UEhttp www cisco com go cue Cisco CME Feature Overview The Cisco IOS releases corresponding to the more recent versions of Cisco CME are o 3 012 3 4 T 3 112 3 7 T 3 212 3 11T 3 2 112 3 11XL 3 2 212 3 11XL1 The Cisco CME features are divided into the categories of system call processing and phone attendant phone administrative call coverage network and Public Switched Telephone Network PSTN trunking These categories are described in the followmg sections System Features Cisco CME system features include Account codes and call detail record CDR field entry Station message detail recording SMDR CDR support Call Processing and Phone Features Cisco CME call processing and phone features are as follows o Cisco CME supports the following Cisco IP phone types Single line phones7902G 7905G 7910G 7912G Wiralacae QND 11h nhnna7oODN CEE CEE Cisco IPC Express Ordering Information There are two ways to order Cisco IP Communications IPC Express You can choose one of the bundles or you can choose a la carte where you order each ite
255. s for example ringing or hold The phone s network capabilities are similar to that of a Cisco 7960G IP Phone The phone also has a sleep wake button for the LCD screen The phone needs a 48V DC power supply to operate it can be provided from a LAN switch capable of inline power or from an external power supply If the phone is powered from an inline power LAN switch the LCD screen does not operate with full brightness this requires an external power supply The Cisco 7970G IP Phone supports 802 3af inline power Configuring the Cisco 7970G IP Phone The Cisco 7970G is supported on Cisco CME 3 2 1 and later Configuring a Cisco 7970G is the same as with a Cisco 7960G The phone requires certain firmware depending on the version of Cisco CME you are using This firmware version is configured in telephony service configuration mode You also can configure the phone manually from the Settings menu You can configure the system message and softkeys for various phone states from the Cisco CME router console TM PREY NEXT B BEAL CEE The Cisco 7902G IP Phone The Cisco 7902G shown in Figure 4 7 is the lowest end IP phone in the portfolio supported by Cisco CME The phone s physical appearance is similar to a Cisco 7905G IP Phone but without an LCD screen Figure 4 7 Cisco 7902G IP Phone Nenssscssssnssscsnsessesssssessasssssencsscssssncsssssasscssssacsscssssassscssssanssssonsacssassese Hardware The default configuratio
256. s at position 0 02 36 08 Shutdown MOH media streams no active clients The debug output segment in Example 17 16 shows the output of the debug ephone moh command for a PSTN call put on hold and then retrieved from hold again after some time From the debug you can see the ephone dn listed as one of the MOH stream recipients CEE CEE Missing Directory Services Option One ofthe features on a Cisco CME system is a real time directory search function on the phone The search pattern can be directly entered on the phone keypad and matching results are displayed Directory services can be accessed by pressing the directories button on the phone and selecting the appropriate options Consider for example that when the Directories button is pressed on one of the phones connected to the CS_ router you see the options for missed calls received calls and placed calls but no options for directory services This section describes how to pinpoint and fix this problem Chapter 16 covers downloading a file named SEPxxxxyyyyzzzz cnf xml to the phone This file contains information needed for phone registration The URL for directory access is one of the pieces of information contained in this file This file is stored on the router system memory and can be viewed by issuing the command show telephony services tftp bindings The output of this command for the CS_ router is shown in Example 17 17 Example 17 17 Output of show telephony service tftp b
257. s if you prefer this call routing Many small businesses might not desire the cost of DID PSTN service because of either size the business is too small or the type of business they conduct For example a small charity or restaurant s incoming phone business is of a general nature and can be handled equally well by any employee answering the phone For these types of businesses multiple general PSTN lines make more sense Calls to multiple general PSTN lines can also be directed to either an AA or receptionist Or all calls can simply ring on the multiple line appearances Line 1 Line 2 and so on on the phones and be answered by any employee at any phone It is also possible that these PSTN lines appear on one phone onlythe receptionist s phoneand that the receptionist then transfers the call to the appropriate extension All calls not answered directly by employees via these methods must be answered by either a receptionist or an AA If you decide that only an AA is required in an office simply configure all main office PSTN calls to terminate on the AA pilot number As soon as the AA answers the call callers can use the dial by number or dial by name features to reach the extension or service of their choice If you decide that a receptionist is required configure all main office PSTN calls to terminate on the receptionist s extension The receptionist can then transfer the call to the extension of the employee or group the caller wants to c
258. sco IPC Express Network discusses Cisco IPC Express network deployment options It briefly covers general IP telephony network types and then covers the details of single site and multisite network design considerations particular to Cisco IPC Express This chapter explores networks in which every site has a Cisco IPC Express system as well as hybrid networks that also contain sites under the control ofa Cisco CallManager system Chapter 3 Cisco IPC Express Architecture Overview provides an overview ofthe Cisco CME and Cisco UE components of the Cisco IPC Express system It explains the Cisco IOS software structure and foundation that Cisco CME is built on and provides background understanding for the feature operation discussion in Part II The hardware and software architecture of Cisco UE is also explained providing a foundation for understanding how its applications interact with Cisco CME and how the components work together to provide an integrated IP telephony system for your office Part II Feature Operation and Applications contains detailed discussions of feature operation and configuration considerations to help you deploy Cisco IPC Express to its best advantage to solve the business problems you or your customers are facing This part of the book is also a helpful reference if you re preparing for the Cisco CME certification exam because it discusses in depth how the system works and interacts with surrounding applications Chapte
259. sco UE hardware come preinstalled with the software and licensing you purchased You do not need to do a software installation for a new system unless you have to upgrade the software levels from what was originally ordered This section provides a high level overview of the software installation and initial system setup process Although you do not need to install software on a new system you must configure the system to make it functional Several setup utilities can help you with these first time tasks and these utilities as discussed in the following sections Software Installation Cisco CME software is part ofthe general Cisco IOS router software You need an IP voice or greater Cisco IOS image to get voice features including Cisco CME In addition to the Cisco IOS software you purchase the following licenses based on the number ofusers at your site as covered in Appendix A Cisco IPC Express Features Releases and Ordering Information Cisco CME seat licenses for the number ofIP phones Cisco UE voice mail licenses for the number ofmailboxes Note If you are upgrading an existing router to become a Cisco CME system you have to follow a full software installation procedure Also if you are upgrading an existing Cisco UE module to a new level of licensing or software a software installation is required Refer to Cisco com for more detailed step by step instructions on router Cisco CME and Cisco UE software installation procedures
260. ser interface GUI view of the first page of the script which maps to approximately the top 30 lines of the text representation of the script Figure B 2 shows the second page which maps to approximately the last 30 lines of the text representation of the script The full text and variable definitions of the main aef script are given in the next section Figure B 1 First Page of the main aef Script View fullsize mage ie CEE CEE The dialbyname aef Script The dialbyname aef script allows a caller to spell an employee s name the name to user step in the script shown in the next section When a match is found the get user info step in the script the caller is transferred the call redirect step in the script to that employee s extension The full text and variable definitions for the dialbyname aef script are given in the next section Figure B 4 shows a GUI view of the main portion of the script Figure B 4 The dialbyname aef Script View full size image Script Content Example B 2 is a text representation of the script contents Example B 65 The dialbyname aef Script Start Dial By Name Set again 2 tryagain Name To User contact Triggering Contact result user dialname Successful Get User Info user dialname If spokenname null Then True Create Generated Prompt spelling type store in spelledname False Create Container Prompt output prompt spelledname Implicit Confirm
261. server Example 21 58 Erroneous DNS Configuration for Cisco Unity cue show network locations ID NAME ABBREV DOMAIN 303 Boston BOS iptel cisco com 401 Bangalore BAN bang iptel cisco com 201 Los Angeles LAX lax iptel cisco com Separating the domains for the Cisco UE and Cisco Unity systems fixes the problem as shown in Example 21 59 Example 21 59 Correct DNS Configuration for Cisco Unity cue show network locations CEE SSL CEE Summary This chapter covered voice mail problems Cisco UE commands to verify the system s voice mail configuration were given and various GUI related issues were discussed The call handoff interface between Cisco CME and the Cisco UE application was covered to illustrate how potential problems in this area may be investigated The operation of the voice browser interpreting traces of TUI sessions and MWI issues were discussed Numerous examples showed which traces to turn on and how to interpret the fields in the output Bet Fe prey NEXT SSL CEE Part V 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 Sa CE T4 PREV NEXT I Appendix A Cisco IPC Express Features Releases and Ordering Information The first part of this appendix lists the more common features available in Cisco CallManager Express CME 3 2 2 and Cisco Unity Expres
262. shoot issues with local and network call transfers and forwards and describes how to detect and fix common configuration issues Troubleshooting Call TransfersTransfer Attempts Get Reorder Tone Transfers to local extensions on a Cisco CME are enabled by default For all the other transfers including those to local PSTN numbers you must configure transfer patterns Sometimes transfer attempts may not work because either a transfer pattern is not configured or the transfer target s number may not match any transfer patterns configured on the system The easiest way to fix this situation is to use the transfer pattern T command which allows transfers to all numbers However this solution might be undesirable if you are concerned about fraudulent use of call transfers To see ifa transfer pattern is matched turn on the Cisco CME debug ephone state command to see which ones are not matching and fix them with modifications to the transfer patterns for the desired transfer targets This is shown in the debugs in Example 18 13 The user presses the transfer softkey when the call is in the connected state gets dial tone and starts dialing the transfer to number However no transfer pattern matches this nonlocal number so the caller hears reorder tone Example 18 13 Missing Transfer Pattern cME debug ephone state SkinnyTryCall to 8010 instance 1 match DN 1 Feb 22 18 29 42 ephone 1 2 Call Info DN 1 line 1 ref 244 called 8010 calling 4085
263. signed where PSTN calls should be routed what type of phone each employee and room will have what the IP addressing of your office is and where the Trivial File Transfer Protocol TFTP server is located You can proceed from here in two ways depending on whether you have the equipment ready in your office or lab If you have already ordered the equipment and it has been delivered or if you are reusing existing routers and IP phones move on to Step 2 Basic Router Setup If you have no equipment readily available but you want to start building a configuration for staging purposes read about offline staging in this section before moving on The rest of this chapter cannot be executed without access to the equipment A Cisco CME Installation Configuration Tool ICT is an offline HTML tool available as a shareware application provided for Cisco Partners and Resellers You can download the tool from the Cisco com software center for Cisco CME and use it to set up the basic telephony service IP phone and voice mail configuration for all Cisco CME supported platforms You fill in basic fields about the system s desired configuration and scan in the phones Media Access Control MAC addresses if they are available The tool output provides the router configuration command line interface CLI as well as the Cisco UE configuration which you can cut and paste into the equipment when that arrives Bring up a Microsoft Internet Explorer IE
264. signed to control web based documents With XML you can create web pages customized for specific application requirements This section briefly discusses the XML applications applicable to Cisco CME IP phones For more information on developing XML applications go to http www cisco com en US products svcs ps3034 ps5408 ps5418 serv_home html or go to Cisco com and search for Developer Support Central General XML Phone Services XML services on Cisco IP phones give you another way to perform or access more business applications Some examples of XML based services on IP phones are user direct dial directory announcements and advertisements The IP phones are equipped with a pixel based display that can display full graphics instead of just text on the screen The pixel based display capabilities allow you to use sophisticated graphical presentations for applications on Cisco IP phones and make them available at any desktop counter or location In addition you can select prepackaged applications A sample phone display with applications is shown in Figure 12 2 Figure 12 2 XML Application on a Cisco IP Phone Display no d Cisco CME XML Phone Services In a Cisco CME application XML between an XML server and the IP phones provides customized phone displays and services The interaction between the IP phone and the XML server includes the following events 1 The IP phone sends an HTTP request to the application server 2 The
265. ss If the backup is triggered by a script where the warnings about call disconnection are not seen because ofa scripted interface backups during normal daytime system use disrupt the system s operation Write your script to initiate backup during a time ofday when no calls are expected to be active If any errors occur ensure that your script includes a notification to an administrator so that the errors can be investigated Several aspects important to configuring backups are discussed in the following sections Specifying a directory path for backup Backing up multiple Cisco UEs in a network Including configuration and data in the backup Configuring multiple generations of backups Determining backup file sizes CEE SSL CEE Configuring Interconnection with Other Sites You might use Cisco IPC Express as a standalone system or you might interconnect multiple Cisco CME sites You might also use a centralized Cisco Unity for voice mail For these types of networks you have to configure not only the Cisco IPC Express system itself but also the interconnectivity between the sites The topics of site interconnection and examples of the salient aspects of Cisco IPC Express system configuration were covered in other chapters Chapter 7 Connecting Multiple Cisco CMEs with VoIP Chapter 8 Integrating Cisco CME with Cisco CallManager Chapter 10 Cisco IPC Express Integrated Voice Mail Chapter 11 Cisco CME External
266. tations He introduced the first design guide on SRST and currently is actively involved with Cisco CME Cisco UE and other Cisco branch office voice solutions Rajesh Haridas is a member of the engineering test team of the access router and branch office IP Communications group at Cisco Systems He has been an active member of the testing team since the inception of the Cisco CME and SRST products four years ago Christina Hattingh is a member of the technical staff in the branch office IP Communications group at Cisco Systems The products in this group including the Cisco 2600 2800 3600 3700 and 3800 series platforms were some of the first Cisco platforms to converge voice and data by offering Public Switched Telephone Network PSTN and private branch exchange PBX voice interfaces and critical QoS features on WAN interfaces More recently these products have integrated call control elements such as Cisco CME and Cisco UE into the router based platform In this role Hattingh helps guide development projects trains Cisco sales staff and Cisco resale partners on new router based voice technologies and advises customers on voice network deployment and design Ravi Koulagi is a technical lead in the test organization of the access router and branch office IP Communications group at Cisco Systems He led the testing activities of the first two releases of the Cisco CME and SRST Currently he is leading the testing efforts of Cisco UE which is
267. tch 1 Ifthe LAN switch is configured with voice VLAN information the phone receives its voice VLAN information from the switch 1 The IP phone broadcasts a Dynamic Host Configuration Protocol DHCP request to the LAN 1 The DHCP server responds to the DHCP request with IP address default gateway and TFTP server information 1 The IP phone requests a file named SEPxxxxyyyyzzzz cnf xml where xxxxyyyyzzzz denotes the IP phone s Media Access Control MAC address from the TFTP server 1 The TFTP server sends the requested file to the IP phone The file also contains the IP address of the Cisco CME router 1 The IP phone sends a registration request to the Cisco CME router 1 The Cisco CME router sends the phone configuration to the IP phone When powered on an IP phone issues a CDP request to discover its VLAN information from the LAN switch It then broadcasts a DHCP request to obtain an IP address An IP phone s default operation is to broadcast for DHCP If you want to you can manually disable this operation You can configure a DHCP server on the LAN or across the WAN at another site The DHCP server responds to the DHCP request with the IP address default gateway and TFTP server information if configured It is recommended that the TFTP server be the Cisco CME router Upon receiving its IP information the IP phone downloads a file named SEPxxxxyyyyzzzz cnf xml where xxxxyyyyzzzz denotes the IP phone s MAC address from t
268. te the existing greeting If the administrator deletes it the EAG is deleted from the system and new callers into the AA hear only the regular welcome greeting as their first prompt The system has no default EAG Ifthe EAG exists it must have the filename AltGreeting wav If you record the EAG via the GMS it automatically has this filename If you record it on an offline system and upload it to the Cisco UE system you must ensure manually that the wav file has this name so that it will be recognized by the Cisco UE system as the EAG CEE CEE Setting Up a Cisco UE Automated Attendant In the preceding sections you learned the reasons to use an AA general features of the Cisco UE AA such as dial by number and how to customize an AA script This section walks you through building the actual AA Just having written the script is not enough It is the biggest step but now the script the prompts and the AA pilot number must be linked to form a working AA application on your Cisco UE system This is not a difficult task but it takes a few steps to accomplish Step 1 Determine whether the system AA is sufficient Step 2 Prepare a custom script Step 3 Upload the script Step 4 Record the prompts Step 5 Select a script Step 6 Set the script parameters Step 7 Assign a pilot number Determining Whether the System AA Is Sufficient The first question to consider is whether you have to write a custom AA at all H
269. ter 9 Cisco IPC Express Automated Attendant Options Usihgfan Automated Attendant or a Receptionist in Your Office Undefstanding the Cisco IPC Express Integrated Automated Attendant The Cisco UE System AA Customizing the Cisco VE AA The Cisco UE Greeting Management System Setting Up a Cisco UE Automated Attendant TCL Based Automated Attendant Sumnk Chapter 10 Cisco IPC Express Integrated Voice Mail CistoJUE Voice Mail Overview Subsdriber Features Caller Features Admigistrator Features Call Redirection into Voice Mail Working with Users and Names Dial Plan Considerations Voice Mail Networking Voice Mail Deployment Considerations Sumnk Chapter 11 Cisco CME External Voice Mail Options CistofUnity Voice Mail Stoneoice Voice Mail Analog Voice Mail PSTN Based Voice Mail Sumnja Chapter 12 Additional External Applications with Cisco CME TAPIfand XML Application Architecture TAPIfApplications Exten ive Markup Language Applications Sumnk Part II Administration and Management apter 13 Cisco IPC Express General Administration and Initial System Setup Adfnigistrative Access Overview Systefn Installation and Initial Setup Ciscof CME GUI Customization Via XML CiscofZero Touch Deployment Sumnk Chapter 14 Configuring and Managing Cisco IPC Express Systems CistofIPC Express System GUI Overview Conf gthe Router Confifurmg IP Phones and Extensions Configurin
270. th appearances of extension 6001 on them there can be several if 6001 is a shared line and then sends an SCCP MWI ON message to each of the phones A similar sequence of steps is followed to turn off an MWI lamp by Cisco UE outcalling to the MWI OFF DN For example 22216001 is used to turn off MWI for extension 6001 You can test the operation of your MWI DNs on Cisco CME by dialing the MWI DN prefix followed by the extension from any phone For example if you dial 22226001 from any phone you should see the MWI light activated on phones with extension 6001 This verifies that your MWI DNs are correctly configured and operational When you choose the patterns for MWI DNs keep in mind that such a pattern must not overlap with any other extension or dial peer patterns configured on Cisco CME Those configurations can interfere with the MWI calls that come from Cisco UE effectively breaking MWI operation Also look for any Cisco IOS translation rules that might translate the called numbers for the MWI DN call This also breaks the MWI operation Now that you understand the mechanism between Cisco CME and Cisco UE for turning MWI on or off the next step is to investigate what happens inside the Cisco UE software components to affect MWI when a voice message is left in or deleted from a mailbox When a new message is left in a mailbox or a subscriber deletes the last new message in the mailbox the voice mail system has to change the MWI state on th
271. th delay caused Just hairpin the media stream through the Cisco CME system located at the end of a narrow bandwidth WAN link Refer to Chapter 7 for more details about IP to IP gateways SEL CEE Se CEE Summary In this chapter you ve learned how to connect a network of Cisco CME systems with a Cisco CallManager using H 323 You ve seen how Cisco CME can automatically and intelligently react to the presence ofa Cisco CallManager and adapt its behavior accordingly You ve also learned how to optimize call transfers and forwards using H 450 for intersite Cisco CME calls within a fully distributed telephony network that at the same time can interoperate with a central site Cisco CallManager Se CEE CEE Chapter 9 Cisco IPC Express Automated Attendant Options This chapter covers the following topics Using an automated attendant AA or receptionist in your office Understanding the Cisco IP Communications IPC Express integrated AA The Cisco Unity Express UE system AA including features such as dial by number dial by name business hours and holiday call routing Customizing the Cisco UE AA with prompts and scripts using the Cisco UE AA Editor The Cisco UE Greeting Management System GMS Tasks to set up a Cisco UEAA Toolkit Command Language TCL based AA as an alternative to the Cisco UE integrated AA The chapters thus far in Part II Feature Operation and Applications have discussed how to use the Cisco CallManager Expr
272. this arrangement you can answer any of the four incoming lines on any of the four IP phones However you cannot use this simple one button to one line mapping if you want to have ten incoming PSTN lines and ten IP phones assuming a six line Cisco 7960 IP Phone There simply aren t enough line buttons to do this unless you add a Cisco 7914 IP Phone Expansion Module to your Cisco 7960 IP Phones Example 5 30 shows how you can map ten incoming PSTN lines to a single button on an IP phone Example 5 30 Overlay dn Configuration router show running config ephone dn 101 number 4085550101 no huntstop ephone dn 102 number 4085550101 preference 1 no huntstop ephone dn 103 number 4085550101 preference 2 no huntstop ephone dn 104 number 4085550101 preference 3 CEE CEE Invoking Call Pickup The call pickup feature allows you to retrieve calls on hold in a park slot and to move calls from one phone to another You invoke the call pickup feature from the phone you want to move the call to You can move calls that are in either the incoming ringing state or the call hold state To invoke call pickup simply press the pickup softkey on the IP phone and enter the extension number ofthe ephone dn that has the call you want to move Call pickup is also often used in conjunction with paging In this case you place a call on hold either at an extension or in a park slot and then use the paging system to request that a coworker
273. this book cover to cover it is designed in four main parts as different areas of interest You can focus on the topics that are most relevant to your business or you can progress through the chapters in sequence learning the fundamentals before tackling more complex topics This is particularly important if you want to become Cisco certified in reselling the system or want to be proficient in understanding its operation and features The following describes the parts and chapters that make up this book Part I Cisco IP Communications Express Overview introduces Cisco IPC Express and discusses where it fits into the Cisco IP telephony portfolio Read these chapters if you are unfamiliar with Cisco IPC Express and want to get an overview of what the system can do for you or your business or if you are shopping for a smalb office IP based communications solution and are curious about what the industry has to offer Also read this part of the book to see how Cisco IPC Express can benefit your business how it fits into your network design and to get an overview ofthe system architecture Chapter 1 Introducing Cisco IPC Express provides an overview of Cisco IPC Express describes the system s components and reviews how tt fits into the overall Cisco IP telephony product portfolio This chapter also explains the benefits and cost of ownership of Cisco IPC Express as well as how it can be deployed in certain industries Chapter 2 Building a Ci
274. tly includes the Survivable Remote Site Telephony for SIP SIP SRST feature that provides a basic Registrar and Redirect Server The services and features that you can access from the SIP phones are very limited in comparison to the phone features offered for SCCP based phones More significantly Cisco CME 3 x does not provide any mechanisms to support administration and configuration management for SIP phones You can also host H 323 based phones on a Cisco CME system if you use a router image that includes gatekeeper functionality These services that enable support of H 323 and SIP phones are part of the general IOS Voice Infrastructure functionality and are unrelated to Cisco CME You should understand here that although you can concurrently and independently operate the IOS Voice SIP and H 323 phone hosting capabilities with Cisco CME this functionality is not integrated and productized in the same way as support for SCCP phones Cisco CME 3 0 3 1 and 3 2 are not marketed as providing SIP or H 323 phone support for this reason The following sections describe using SIP to interconnect Cisco CME systems Two Node Topology with SIP You can connect two Cisco CME systems using a pair of VoIP dial peers configured symmetrically on each CME to point to the other CME This is exactly the same as the H 323 case described in the section A Simple Two Node Topology with H 323 near the beginning of this chapter The only difference 1s that you must expl
275. tmask 255 255 0 0 CEE CEE Troubleshooting Cisco UE Startup You might experience situations in which the basic IP communication between the host router and the Cisco UE module fails even after proper configuration ofthe host router You can identify such a problem by looking for waiting events such as those shown in an extract of the installation output in Example 19 20 Example 19 20 Installation Output Extract Showing Cisco UE Waiting for the Host Router gt only eth0 exists we must be running on an AIM gt only eth0 exists we must be running on an AIM Router communications servers initializing complete Waiting for IOS to register IP address waited 10 seconds Waiting for IOS to register IP address waited 20 seconds Cisco UE is waiting for commands from the Cisco IOS router to configure Cisco UE with its IP address and default gateway parameters so that Cisco UE can communicate with the rest ofthe network However it is not receiving any response from the router This process of configuring the Cisco UE module through the host Cisco IOS router uses the RBCP as discussed in Chapter 3 There might be some situations in which you have to troubleshoot this protocol exchange between the host router and Cisco UE When Cisco UE successfully communicates with the router using RBCP and receives its IP parameters you see the message shown in Example 19 21 on the Cisco UE consok during application bootup Example 19
276. tomated NMSs for large networks The NMS solution is an automated service deployment option that uses integrated network management devices to provide fault configuration accounting performance and security FCAPS management support Because a Cisco IPC Express system runs as part of the Cisco IOS voice enabled router all the existing Cisco Voice Network Management systems are applicable including the following CiscoWorks QoS Policy Manager QPM CiscoWorks Resource Manager Essentials RME Internetwork Performance Monitor Cisco Voice Manager and Telemate The next sections describe each of these systems in more detail CiscoWorks QoS Policy Manager CiscoWorks QoS Policy Manager QPM is a management tool for QoS policy creation deployment and monitoring It provides rules based policy guidance plus templates designed by Cisco or customized by users to streamline QoS management It improves efficiencies by administering QoS for IP telephony across the entire network using step by step wizards and templates based on Cisco design recommendations CiscoWorks QPM enforces network wide services such as low latency as well as fast response for VoIP video and other applications such as SAP Oracle and PeopleSoft CiscoWorks Resource Manager Essentials CiscoWorks Resource Manager Essentials RME is an infrastructure tool for full service branch management It helps streamline a network s daily operations The CiscoWorks RME bro
277. tp master To ensure that the time stamps are correct set the router clock to the correct time CEE CEE Managing Cisco IPC Express Systems by Managed Services and Enterprises As described in earlier chapters Cisco IPC Express is ideal if you have data connectivity requirements and also need IP telephony in the office SPs normally deploy Cisco IPC Express systems as one of the following Standalone single site managed services Large scale multisite managed services A managed services solution with Cisco CME offers two opportunities for value added services The customer premises equipment CPE router Network management support SPs offer their customers the Cisco IPC Express systems at the end customer s site They also install set up maintain and manage the systems Most of the NMSs used by SPs to deploy Cisco IPC Express in a managed services model also apply to enterprise networks The difference between a managed services model and an enterprise model is who offers owns and manages the core network Note that this chapter covers only management capabilities for Cisco IPC Express systems not for the larger IP telephony solutions and products offered by Cisco in general The next sections describe how you can manage standalone or multisite Cisco IPC Express systems They also cover some general information on the typical Cisco Voice Network Management Solutions that are applicable to Cisco IPC Express Managing a Sta
278. tup and teardown and GUI issues Subsequent chapters take a closer look at specific features and applications ofthe system COCO CEE Troubleshooting Phone Registration This section examines the phone s behavior during registration describes common problems encountered during registration and illustrates the tools you use to troubleshoot these problems The IP phone registration process is fundamental to solving many problems encountered during initial Cisco CME setup A good understanding of the phone bootup and registration process phone display messages and relevant debugs can help you troubleshoot most of these types of problems Understanding the Phone Bootup Sequence When powered on a phone goes through various states before it attempts to register with a Cisco CME This section provides an overview in which you learn the correct behavior of an IP phone when it boots up and registers with Cisco CME The next section provides a step by step explanation of the states the phone goes through and what the messages on the phone display mean The section Debugging VLAN DHCP TFTP and Registration Issues discusses problems and issues that may arise when phones don t register correctly The following steps summarize the phone bootup sequence the rest of this section describes the process in more detail 1 The phone sends out Cisco Discovery Protocol CDP messages to discover the voice virtual LAN VLAN information from the swi
279. uential selection among a group of selected phone lines Many other types of call coverage are addressed with other commands combinations of commands and configurations Examples include the use of shared lines overlay dn call forwarding secondary ephone dn numbers and combinations of these This section describes a number of different types of call coverage Simple sequential ringing of a selected set of phone lines Ringing of multiple phone lines at the same time referred to here as parallel hunting Call forwarding from one line to another using call forward on busy or no answer Combination sequences that involve sequential ringing of multiple phone lines referred to here as sequential parallel hunting Notice that all these refer to ringing phone lines not phones Calls are sequenced through an ordered set of phone lines Which phones ring depends on the binding of the lines to the phones Each line can be bound to multiple phones The following sections discuss several types of call coverage Cisco IOS Voice Dial Peer Hunting A good place to start a discussion of call coverage for Cisco CME ss to look at the voice dial peer hunting mechanism that is a standard component of the Cisco IOS voice infrastructure Dial peers have a very large number of configuration options The most basic options are related to matching a telephone number and directing the call to a specific voice port or VoIP destination More advanced options relate to
280. ues may still come up When issues occur you should use the troubleshooting techniques discussed in this chapter The following sections discuss possible problems you might encounter during the configuration of an AA application These are not runtime issues Instead they are problems you may experience during the configuration or deployment of the system or a new AA menu Ensuring a Correct Configuration An AA application may have multiple physical script files In this case a main aef file calls other aef files using the Call Subflow step It is possible that you uploaded the main script but forgot to upload all the subflows needed by this script Or you might have an undefined variable in the script if you forgot to validate the script in the AA script Editor before uploading You can find and fix many such issues when you configure the system instead of finding them during runtime when active user calls are placed to the application You can find and eliminate most of these issues when creating the AA application using the Cisco UE admmistration GUI as shown in Figure 20 1 Figure 20 1 Creating an AA Application Pital eae aa CEE CEE Tracing a Call Flow in the AA The previous sections discussed some problems that may occur when deploying customized AA applications However similar issues might be encountered with other applications on Cisco UE because of misconfiguration or interworking difficulties with other applications
281. uired to control approximately 2500 IP phones it s impossible for the server to play an active intermediary role in the media path for all phone calls Consider that there s a media packet in each direction every 20 milliseconds ms for each call and then multiply this by 2500 phones To allow a Cisco CallManager to support this number ofphones the media path for phone to phone calls must be directly between the phones whenever possible Note that each Cisco CallManager or CallManager cluster represents a single H 323 device from the external VoIP network perspective regardless ofhow many IP phones it supports One other issue to examine when comparing Cisco CallManager to Cisco operation CME is that for enterprise telephone systems the ratio between internal and external call counts is related to the overall size ofthe phone system As the number ofextensions attached to a phone system increases so does the relative proportion of internal calls compared to external calls For example in a system with only ten phones almost 100 of phone calls are external calls between a phone and the outside world In a system with 1000 phones the external calls may make up only about 10 ofthe total call volume You can view this call transfer difference between Cisco CallManager and Cisco CME as being equivalent to the difference between an internal intra private branch exchange PBX call transfer and an mter PBX transfer Viewed from the legacy PBX perspe
282. understand general IP telephony networks is because you can mix and match systems of various types in the same network If you are already familiar with IP telephony network architectures in general you can safely skip this introductory section and proceed directly to the Cisco IPC Express deployment models covered in the next section The brain of a telephony network is the call control or call processing component This component of the network generally can be located anywhere in the network in one or multiple places It provides call features to phones such as dial tone digit interpretation to implement a dialing plan and setting up and tearing down voice calls or more technically a speech path or media stream from the calling user to the called user The call control component also manages supplementary features such as call hold transfer conference music on hold call waiting tone and the myriad voice call features you are already familiar with When considering where and how call processing is provided to users and phones IP telephony networks can be classified broadly into the following types Each of these is discussed in the subsequent sections Single site or standalone network Centralized network Distributed network Hybrid network Single Site or Standalone Network Single site or standalone networks are businesses or networks where all the employees are located at a single site as shown in Figure 2 1 By definition these
283. unnumbered FastEthernet0 0 service module ip address 10 1 235 128 255 255 0 0 service module ip default gateway 10 1 235 1 ip route 10 1 235 128 255 255 255 255 Service Enginel 0 You can show the status ofthe Cisco UE module by using the command shown in Example 15 19 You can also pmg the IP interface 10 1 229 128 in this example to ensure that IP connectivity is established Example 15 19 Showing the Status of the Cisco UE Module cme 3725 service module service engine 1 0 status Service Module is Cisco Service Enginel 0 Service Module supports session via TTY line 33 Service Module is in Steady state Getting status from the Service Module please wait cisco servic ngine 1 1 Call Routing to Cisco UE Cisco CME and Cisco UE communicate using a SIP interface Therefore Cisco CME uses SIP dial peers to determine which calls must be routed to Cisco UE The AA pilot number for Site A is 2100 and the voice mail pilot is 2105 Example 15 20 shows the SIP dial peers necessary to route calls to these pilot numbers from Cisco CME to Cisco UE CEE CEE Step 7 Configuring Cisco CME Call Processing Features Your Cisco IPC Express system is fully operational after the completion of Step 6 for all basic features However you probably want to configure numerous additional Cisco CME call processing features to better tailor the system to your business needs The next sections describe configuring the following
284. update CEE Se CEE Table vm_usermsg create table vm_usermsg MailboxId varchar 64 not null Messageld varchar 128 not null State integer not null default 1 StoreTime bigint not null foreign key MailboxId references vm mailbox on delete cascade on update cascade foreign key Messageld references vm message on delete cascade on update cascade primary key MailboxId Messageld SSL CEE CEE Glossary AA automated attendant A voice processing system that provides callers with a recorded message and directs them to specific extensions based on their responses to various prompts AAA RADIUS authentication authorization and accounting Remote Authentication Dial In User Service server Authentication and authorization for users and tracking of connection time provides the framework for access control using database information provided by a RADIUS server access control list See_ACL ACL access control list A list of devices such as routers gateways and servers that are allowed access to certain types ofresources in a network ANI Automatic Number Identification Provides the calling phone number of an incoming call In general usage ANI is the same as CLID Asynchronous Transfer Mode See ATM ATM Asynchronous Transfer Mode The standard for which multiple service types such as voice video and data are organized in fixed length 53 byte cells and transmitted over a physical me
285. ure 3 8 Figure 3 8 Router IP Interface to Cisco UE Hardware Module View fullsize mage yYyjUZKjYK C O lllllllaaa CEE Se CEE Summary This chapter provided an architectural overview of the two main Cisco IPC Express components Cisco CME the router based call processing engine and Cisco UE the AA and voice mail applications engine The Cisco CME architecture was discussed within the larger scope of Cisco IOS based voice services This chapter covered how Cisco CME features and services fit within and reuse fundamental Cisco IOS voice infrastructure such as dial peers and PSTN trunk interfaces It also discussed how the Cisco CME software handles the different VoIP protocols including SCCP H 323 and SIP This included considerations such as firewalls and NAT Cisco UE hardware is a module that fits within the router You learned how this hardware communicates with the router hardware and software The Cisco UE applications environment is based on Linux The software components structure and interactions between subsystems also were explained All this information provides a solid understanding for the fundamental components and functions of a Cisco IPC Express system The chapters in Part II of this book describe in much more detail exactly what the Cisco IPC Express features are how they can work in your business and how you can configure and manage the system to your best advantage Part III draws on this architectural i
286. ussed For SPs or large enterprises managing hundreds or thousands of systems the Cisco Zero Touch deployment mechanism with Cisco IE 2100 was covered CEE CEE Chapter 14 Configuring and Managing Cisco IPC Express Systems This chapter covers the following topics Cisco IP Communications IPC Express system graphical user interface GUI overview Configuring the router Configuring IP phones and extensions Co ing Public Switched Telephone Network PSTN mterfaces Configuring extensions and the dial plan Co ing Cisco CallManager Express CME call processing features Oo Co ing the Cisco Unity Express automated attendant AA Oo Configuring Cisco UE voice mail Configuring the Cisco UE Administration via Telephony AVT Configuring Cisco UE Backup and Restore Configuring Cisco CME interconnection with other sites Security best practices for Cisco CME Security best practices for Cisco UE Co ing and monitoring via network management systems using XML Layer AXL Simple Object Access Protocol SOAP Managing Cisco IPC Express systems by managed services and enterprises Cisco voice network management solutions CEE CEE Cisco IPC Express System GUI Overview The overall aspects ofa Cisco IPC Express system that you must configure include the following many of which are optional o Router IP phones and lines Public Switched Telephone Network PSTN interfaces Extensions and the
287. ustomized to provide specific fits for different vertical market segment needs The book is organized in three main sections market segment overview and definition CCME capabilities services operation design deployment applications networking and customer scenarios for specific vertical segments and maintenance and troubleshooting NEXT Se CEE m Cisco IP Communications Express CallManager Express with Cisco Unity Express By Danelle Au Baldwin Choi Rajesh Haridas Christina Hattingh Ravi K oulagi Mike Tasker Lillian Xia Publisher Cisco Press Pub Date May 11 2005 ISBN 1 58705 180 X Pages 936 Table of Contents Index isco IP Communications Express Overview ter 1 Introducing Cisco IPC Express The Purpose of Cisco IPC Express Beneffts of Cisco IPC Express CiscofIPC Express System Components UsingfCisco IPC Express in Retail Financial and Healthcare Businesses OtherfCisco IP Telephony Solutions for the Enterprise Branch and Small and Medium Offices Sumnja Chapter 2 Building a Cisco IPC Express Network ekphony Network Deployment Overview CiscofIP Telephony System Trade Offs Undefistanding Cisco IPC Express Deployment Models Sumnja Chapter 3 Cisco IPC Express Architecture Overview Cisto PC Express System Architecture Cisco CME Architecture CiscoJUE Applications Architecture Sumnja Recomended Reading Part I Fdature Operation and Applications
288. uthentication AAA is applied only to the system administrator login Local authentication which is clear text based is applied to both the customer administrator and phone user logins Using HTTPS for Cisco CME GUI Management HTTP over SSL HTTPS provides Secure Socket Layer SSL version 3 0 support for the HTTP 1 1 server and HTTP 1 1 client within Cisco IOS software SSL provides server authentication encryption and message integrity to allow secure HTTP communications SSL also provides HTTP client authentication This feature is supported only in Cisco IOS software images that include the SSL feature Specifically SSL is supported in the Advanced Security Advanced IP Services and Advanced Enterprise Services images Use the Advanced IP Services or Advanced Enterprise Services Cisco IOS images to get both the Cisco CME and SSL features Currently IP phones do not serve as HTTPS clients If HTTPS is enabled on the Cisco CME router IP phones still attempt to connect to HTTP using port 80 Because the SSL default port is 443 the phones cannot display local directory and system speed dials IP phones using HTTP can work with a system configured for SSL by enabling both HTTP and HTTPS as shown in Example 14 19 Example 14 19 Enabling HTTP Secure Server Sample Configuration router show running config ip http server ip http secure server ip http secure port port number if https port is changed from default 443 ip http authenticat
289. vides IP connectivity to the network and connectivity to the Public Switched Telephone Network PSTN Cisco Call Manager Express CME which provides call processing capabilities Cisco Unity Express UE which provides automated attendant AA and voice mail capabilities IP phone endpoints In this chapter the IP endpoints are considered part of Cisco CME and therefore are covered in the Cisco CME sections along with the call processing features provided on the phones Note Cisco Unity Express UE is an optional part of your system If you do not have this component installed you can skip the sections in this chapter particular to Cisco UE A comprehensive detailed discussion of all Cisco IPC Express system admmistration capabilities would take a book in itself Therefore this chapter introduces the salient aspects of Cisco IPC Express system administration interfaces CEE CEE Administrative Access Overview Cisco IPC Express is a converged office communications system deployed by several different types of businesses Small and medium businesses with one or more sites using the standalone or multisite deployment scenarios as discussed in Chapter 2 Building a Cisco IPC Express Network A branch office of an enterprise network of any size also using the standalone or multisite deployment scenarios A customer premises equipment CPE solution offered by service providers SPs as a managed service These different wa
290. wer customer phone calls in the most efficient manner The initial installation of Cisco CME is accomplished easily using the Configuration Wizard This setup tool prompts you for answers to a number of pertinent questions to set up system parameters Voice mailboxes can also easily be added using the Cisco UE Initialization Wizard Cisco CME offers the option of Cisco IOS software command line interface CLI or a web based GUI for everyday administration and configuration The CLI is the same interface used to configure routers switches and the IP Communications platforms and is familiar to most system administrators For nontechnical staff the web based GUI is a simple GUI to add users phones and extensions or to make configuration changes Cisco CME is enabled with the purchase ofa Cisco CME feature license with your Cisco IOS release for the router platform Appendix A Cisco IPC Express Features Releases and Ordering Information summarizes the Cisco CME features IP Communications Platforms Cisco CME runs on the Cisco IPC Express platforms including the Cisco 1700 2600XM 2691 and 3700 Access Router series as well as the Cisco 2800 and 3800 ISR series These communications platforms feature a diverse set of analog and digital PSTN trunk interfaces analog station interfaces and modular extension slots where you can add a variety of options such as integrated switching hardware virtual private network VPN acceleration voice
291. without further dialing plan assistance Example 10 10 Cisco CME Secondary Number Field Router show running config ephone dn 1 number 6001 secondary 5103953001 description Grace Garrett name Grace Garrett call forward busy 6800 call forward noan 6800 timeout 10 The effect of configuring the Secondary Number field is that an E 164 PSTN number can terminate directly on an extension without digit manipulation ofthe called digits Ifthis call forwards into Cisco UE voice mail the Called Digits field still contains the full E 164 number which must be recognized by Cisco UE as a mailbox owner This requires the configuration ofthe Cisco UE E 164 field Cisco UE has a Primary E 164 Number field that you can also access by navigating to the Configure gt Users screen in the GUI and clicking a specific user to highlight that person s parameters Filling in this field associates an additional number with the user and therefore the user s mailbox so that calls dialing this number directly can enter the mailbox for the correct user Sa CEE CEE Voice Mail Networking Cisco UE release 2 0 introduced basic voice mail networking between systems using blind addressing and release 2 1 enhances this functionality with spoken name and limited dial by name addressing using a local directory and cache You can network voice mail messaging between Cisco UE systems at different sites as well as with Cisco Unity systems using Voice Profile for Inte
292. wser interface allows easy access to information critical to network uptime and simplifies time consuming administrative tasks The Management Connection feature in CiscoWorks RME adds web integration of other management tools ftom Cisco and partner companies Therefore you can use these tools and applications to create a seamless central point of network administration CiscoWorks RME includes the following components Inventory Manager Manages inventory of the devices Change Audit Tracks changes made to each managed device CEE CEE Managing Cisco IPC Express with Cisco Partner Applications In addition to the Cisco management solutions discussed in the previous sections some Cisco partners offer management solutions This section describes two of these solutions NetlQ Vivinet Manager Stonevoice NetIQ Vivinet Manager NetIQ s Vivinet Manager allows you to gain access to Cisco CME data and then analyze and manage Cisco CME Systems With NetIQ Vivinet Manager for Cisco CME you gain easy access to a new set of tools you can leverage to gather a wide range of diagnostic and management data which can help prevent outages and keep things running smoothly NetIQ Vivinet Manager for Cisco CME is an add on module to NetIQ Vivinet Manager version 2 1 Equipped with Cisco CME AXL SOAP API support you can use Knowledge Scripts included in Vivinet Manager for Cisco CME to create jobs that monitor the health availability and performance of ke
293. xpress General Administration and Initial System Setup Chapter 14 Configuring and Managing Cisco IPC Express Systems Chapter 15 Cisco IPC Express System Configuration Example ZEE CE CEE Chapter 13 Cisco IPC Express General Administration and Initial System Setup This chapter covers the following topics An overview of administrative access to a Cisco IP Communications IPC Express system System installation and initial setup Cisco Call Manager Express CME graphical user interface GUI customization via XML Cisco Zero Touch deployment The chapters in Part II Feature Operation and Applications discussed Cisco IP Communications IPC Express system capabilities and features to implement a complete IP communications system for your office The chapters in Part III Administration and Management look at the configuration and administration ofa Cisco IPC Express system This chapter focuses on the administration methods and access to the system as well as the installation and initial setup of a new system Chapter 14 Configuring and Managing Cisco IPC Express Systems offers a more in depth view of configuring the system s features Chapter 15 Cisco IPC Express System Configuration Example takes you through a step by step configuration setup of a sample system Cisco IPC Express is composed of four major components as described in Chapter 1 Introducing Cisco IPC Express The router platform which pro
294. xtension and has a two line text only LCD screen The phone does not have a microphone although it does have a listen only speakerphone If you put a call on listen only speakerphone the far end party can t hear you The phone has fixed function buttons for two speed dials redial hold conference transfer accessing voice mail and configuring call forward from the phone Configuring the Cisco 7910G IP Phone Configurmg network parameters for a Cisco 7910G is similar to doing so for a Cisco 7960G IP Phone The phone s default behavior is to use DHCP to obtain the network parameters You can also manually configure these parameters from the phone by unlocking the phone and disabling DHCP services first Pressing the Settings button takes you through a menu with various options This menu is comparable to the Settings menu for a Cisco 7960G Because of the limited display and softkeys available some of the functions on this menu work differently on a Cisco 7910G IP Phone than on a Cisco 79606 To unlock the phone press the key combination before pressing the settings button You can see the lock s status in the top right corner ofthe LCD screen after pressing the settings button The menu gives you the following options with a number assigned to each option Handset Vol Speaker Vol CEE CEE The Cisco 7905G and 7912G IP Phones The Cisco 7905G and 7912G are entry level IP phones Figure 4 5 shows the Cisco 7905G IP Phone
295. y it includes both H 323 and SIP support It will continue to evolve as these technologies unfold in the industry The disadvantage of this integrated approach is that the Cisco CME platform was not originally designed to be a phone system It was designed as a router with the ability to handle voice traffic This means considerations and compromises are reflected in how Cisco CME is designed configured and managed and in how it operates How you view these trade offs may depend in part on whether you are looking for a phone system as a standalone technology purchasing decision or as part ofa larger communications infrastructure and longer term investment If you are approaching Cisco CME from the point of view of an integrated and converged voice and data communications infrastructure you are more likely to see the extra complexity and capabilities that come with the Cisco IOS foundation as a good thing and as necessary to meet your business networking needs The complexity that s inherent in Cisco IOS isn t arbitrary It has evolved over many years of dealing with the real world network intricacies that exist when you try to interconnect multiple pieces of equipment and evolve your network in several phases over an extended period of time Cisco CME Software Architecture The Cisco CME phone features in Cisco IOS are built on top of the Cisco IOS voice infrastructure foundation This gives Cisco CME access to both H 323 and SIP interfaces It also
296. y and the browser settings are correct The following chapters look at more advanced troubleshooting topics for particular applications call flow and network connectivity aspects of Cisco IPC Express systems Se CEE CEE Chapter 17 Troubleshooting Advanced Cisco CME Features This chapter covers the following topics Debugging and correcting dial plan patterns Fixing call transfer patterns Troubleshooting call conferencing Correcting music on hold MOH problems Troubleshooting directory services Working with the Class of Restriction COR feature Chapter 16 Troubleshooting Basic Cisco IPC Express Features explained the basic operation ofthe Cisco CallManager Express CME system It also looked at some ofthe problems you might encounter during the registration of IP phones configuration of network technologies such as Dynamic Host Configuration Protocol DHCP and virtual LANs VLANs and basic considerations for the correct operation of the Cisco IPC Express GUI At this point your phones should be successfully registered to the Cisco CME system and operational The next step is to expand your basic two phone system to a completely functional telephony system suited to your needs The requirements can vary from system to system so the potential problems also vary This chapter explores the issues that may arise while adding configuration and features to a basic Cisco CME system Before learning about advanced Cisco CME tr
297. y devices These scripts allow you to monitor and manage crucial device properties at a depth unparalleled by any other solution You can configure each Knowledge Script to send an alert collect data for reporting and perform automated problem management when an event occurs The Vivinet Manager Knowledge Scripts let you monitor phone status registered unregistered and deceased reset IP phones specify key phones monitor for duplicate extensions and show inventory information for phones attached to Cisco CME systems The following are the supported Knowledge Scripts for the Cisco CME module o CiscoCME Device Reset Resets Cisco CME IP phones for reasons such as troubleshooting or picking up new default firmware Use this script in conjunction with CiscoCME_Device_Status to ensure that the selected phones have upgraded successfully CiscoCME Device Status Monitors the status of key Cisco CME phones CiscoCME Extension Check Monitors for duplicate phone extension numbers This script looks for all phones configured in Cisco CME regardless of whether they are registered CiscoCME Phone Inventory Generates an inventory of the phone details for phones that are attached to Cisco CME CiscoCME Set Key Phones Designates one or more key phones After you designate key phones you can choose to monitor only key phones The following features are provided by NetIQ Vivinet Manager for Cisco CME It discovers Cisco CMEs with CME version and
298. y meanings of terms such as trunks lines caller ID direct inward dial DID and dialed number information service DNIS refer to the glossary to review these terms COCO CEE Trunk Signaling Systems Cisco IOS PSTN connectivity complies with the relevant standard signaling systems used by the PSTN and other telephony switching systems Cisco IOS routers support all the signaling variations in general use in the world today No matter where your business is located you should be able to connect easily to the PSTN with the analog or digital signaling options described in this section Analog Signaling Low density PSTN connectivity typically implies an analog connection In some geographies Basic Rate Interface BRI is used instead as discussed in the Digital Signaling section Analog signaling is also used for connections to analog stations such as fax machines and traditional analog phones Table 6 1 summarizes the analog signaling variations supported by Cisco IOS voice gateways Table 6 1 Analog Signaling Support by Cisco IOS Signaling Description Typical Use FXS Foreign Exchange Station Used to connect to analog phone sets or fax machines Occasionally also used to connect to a PBX or Key System if it offers only FXO interfaces FXO Foreign Exchange Office Generally used to connect to an analog PSTN line Also used to connect to a PBX or Key System FXS interface Can be connected to any interface where a standard analo
299. y prefer Cisco IPC Express for their call processing needs particularly those with a limited need for store to store calls and infrequent communications with headquarters WAN connections in the retail industry tend to be very low bandwidth 56 kbps or less lack QoS or in some cases traverse the Internet via a VPN PSTN connectivity for retail stores depends on the size of the stores FXO is common for smaller stores and T1 is common for larger stores Retailers communication needs revolve around phones because few businesses use PCs or laptops for the average employee in the store Phone communication scenarios involve incoming calls from customers who are unable to stop by the store and who want to inquire about a particular item or about store hours or who want to speak to a particular person or department In a typical call scenario an employee answers most incoming calls because the human touch is important for business goals The employee answers the calls puts the caller on hold uses a paging system to contact the right department or person and then transfers the call to the proper department or employee who can help the customer Because a retailer s call processing system is the main source of communication with customers the type of features supported dictates which communication system is purchased A number of features are advantageous These include paging speed dial call park and picking up a call hookflash transfer to fre
300. you prepare for Cisco IPC Express certification Se CEE Se CEE Who Should Read This Book This book helps you understand the Cisco IPC Express system and its operation regardless of whether you are the system s current or prospective owner or administrator or whether you are in the business of reselling communications systems to small business owners If you own a small business and are looking for a new or upgraded communications system this book helps you evaluate your options and prepare for your conversations with the reseller of your choice If you already own the system this book helps you configure maintain and troubleshoot it If you are part of the IT infrastructure of a larger enterprise this book helps you understand how you can quickly and easily start a VoIP pilot in select offices of your organization without needing the immediate commitment or planning to do a full scale migration to IP telephony everywhere With Cisco IPC Express you can start small and migrate your network at your own speed and within your budget If you are a reseller Cisco IPC Express is an exciting product to add to your suite of offerings and this book helps you prepare to sell install configure and support it If you have ideas for value added services and applications you may offer to your customers this book tells you how to integrate these with the system BEL Fe prey NEXT CEE How This Book Is Organized Although you can read
301. ys in which you can deploy Cisco IPC Express require different types of administrative interfaces and different levels ofaccess For that reason a Cisco IPC Express system offers a full command line interface CLI a browser based graphical user interface GUI for the key features and several setup wizards to expedite system initialization tasks System installation and setup always require CLI access to install and provision enough of the system to be able to drive a GUI You can set up the general call processing AA and voice mail features using either the CLI or the GUI End user interaction with voice mailboxes uses a Telephony User Interface TUD which means that users use a phone to interact with the system User IDs logins and passwords are defined at various levels Different types of administrator accounts exist to partition access to different aspects of the system Cisco CME also offers several application programming interfaces APIs to interface with external applications for monitoring configuration and end user phone applications Command Line Interface CLI ss typically preferred by large enterprises and managed services networks where hundreds or thousands of systems must be provisioned These are often scripted by higher level network management systems centralized in a data center or a network operations center NOC Resellers and system integrators often use the CLI for initial system setup before they bring the syst
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