Integrating Cisco Unified
Communications
Manager with Voice Mail
Systems
Implementing Media Resources, Features, and
Applications
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-1
Outline
 Cisco Unified Communications Manager Voice Mail Integration
Overview
 Cisco Unity Overview
 Cisco Unified Communications Manager Configuration for Voice
Mail Integration
 Cisco Unified Communications Manager Phone Configuration for
Voice Mail Usage
 Cisco Unity Configuration for Cisco Unified Communications
Manager Integration
 Cisco Unity Subscriber Configuration
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-2
Cisco Unified Communications Manager
Voice Mail Integration Overview
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-3
Cisco Unified CM Voice-Mail Integration
Cisco
Unified
CM Cluster
Cisco
Unity
PSTN
 Cisco Unified CM can integrate with Cisco Unity, Cisco Unity Connection,
Cisco Unity Express.
 Cisco Unity and Cisco Unity Connection integrate using SIP or SCCP:
– SIP integrations include MWI handling.
– SCCP needs additional MWI ports.
 Cisco Unity can handle multiple clusters connected through QSIG tunnels.
 Cisco Unity uses the forwarding information provided by Unified CM to
answer the call appropriately.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-4
Third-Party Voice-Mail Systems
 Using SMDI Interface over analog lines, the Cisco Unified CM
supports:
– Octel 100, 200/300, and 250/350
– Intuity Audix
– Siemens PhoneMail
– Centigram/BayPoint (OnePoint and NuPoint Messenger)
– Lyrix ECS
– IBM Message Center
 Using the SMDI of the VG248, it is possible to integrate:
– NEC Message Center Interface (MCI)
– Ericsson MD110
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-5
Features of Unified CM and Cisco Unity
Integration using SCCP
The Cisco Unified CM SCCP integration with Cisco Unity
provides the following features:
 Call Forward to personal greeting
 Call Forward to busy greeting
 Caller ID
 Easy message access (retrieve messages without entering an ID)
 Identified subscriber messaging (Cisco Unity automatically
identifies internal subscriber based on the extension)
 Message Waiting Indicator (MWI)
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-6
Cisco Unity Outside Caller Call Flow
Cisco
Unity

PSTN
Message
Store




Cisco Unified CM
1. User calls into the system through the gateway.
2. Gateway forwards the call to the Cisco Unified CM.
3. Cisco Unified CM locates the endpoint and extends the call to the phone.
4. Call is not answered and is returned to Cisco Unified CM.
5. Cisco Unified CM looks at where to forward call and sends it to Cisco Unity.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-7
Cisco Unity Outside Caller Call Flow
(Cont.)


PSTN



Cisco
Unity


Message
Store



Cisco Unified CM
6. Cisco Unity plays a greeting message and takes the message from the
outside caller.
7. Message is stored in subscriber message store.
8. Cisco Unity sends the code to turn on the MWI light on the phone.
9. Cisco Unified CM instructs the phone to turn on the MWI light.
10. On the phone, MWI light comes on.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-8
Cisco Unity Subscriber Call Flow



User with
New
Message

Cisco
Unified
CM


Message Store

8


Cisco Unity
1.
Subscriber sees MWI and presses Messages button
2.
Unified CM interprets the message button and forwards the call to Cisco Unity
3.
Cisco Unity answers and prompts the user for credentials
4.
Subscriber enters credentials and chooses to listen to new mail
5.
Cisco Unity goes to message store and retrieves mail
6.
After message is listened to, it is marked read
7.
Cisco Unity sends the code to turn off MWI light
8.
Cisco Unified CM instructs the phone to turn off the MWI light
9.
The phone turns off the MWI light
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-9
Voice-Mail Integration Parameters
Cisco
Unified
CM
Cisco
Unity
PSTN
Cisco Unified CM parameter
Cisco Unity parameter
Number of Voice-Mail Ports
Number of Voice-Mail Ports
Message Waiting Information
MWI on/off Extension
Voice-Mail Port Name
CallManager Device Name Prefix
Line Directory Number
Subscriber Extension
Hunt List, Hunt Pilot, Voice-Mail Pilot,
Voicemail Profile
-
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-10
Voice Mail Integration Elements:
Incoming Call
Cisco Unified CM
Incoming
call
Directory,
Prompts,
Messages
SCCP
MWI on Extension
forwarded
call
MWI off Extension
Voice-Mail Pilot
Unified CM Hunt List
Voice-Mail SCCP Port1
Cisco Unity
Controls terminating SCCP port
Plays prompt
Records incoming voice
calls MWI on extension
MWI on
call
SCCP control
with Unity TSP
Cisco Unity
Message access
Directory access
Prompt access
Voice-Mail Port 1
Voice-Mail SCCP Port2
Voice-Mail Port 2
Voice-Mail SCCP Port3
Voice-Mail Port 3
Voice-Mail SCCP Port4
Voice-Mail Port 4
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-11
Voice Mail Integration Elements: Listen
to Messages
Cisco Unified CM
Cisco Unity
Directory,
Prompts,
Messages
SCCP
MWI on Extension
VM Access
call
Controls terminating SCCP port
Identifies Subscriber
Plays prompt
Plays recorded voice-mails
calls MWI off extension
MWI off Extension
Voice-Mail Pilot
Unified CM Hunt List
Voice-Mail SCCP Port1
MWI off
call
SCCP control
with Unity TSP
Cisco Unity
Message access
Directory access
Prompt access
Voice-Mail Port 1
Voice-Mail SCCP Port2
Voice-Mail Port 2
Voice-Mail SCCP Port3
Voice-Mail Port 3
Voice-Mail SCCP Port4
Voice-Mail Port 4
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-12
Cisco Unity Overview
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-13
Cisco Unity Environment
Fax
Server
FAX
SQL
Telephony
Cisco Unified CM,
SIP, PIMG
Cisco Unity
Directory
Microsoft Exchange
or Lotus Domino
Server
E-Mail
Message
Store
SCCP/SIP
Cisco
Unity
Cisco Unified CM
Set forwarding attributes
Voice Mail
IMAP
PA
Server
MAPI
Outlook
or
Notes
User TUI/VUI
© 2008 Cisco Systems, Inc. All rights reserved.
Personal
Routing
User GUI
CIPT1 v6.0—5-14
Cisco Unity Standard Features













Intelligent voice mail
Cisco Unity Administrator
Cisco Personal Communications Assistant
Cisco Unity Assistant
ViewMail for Outlook
Cisco Unity Inbox
Multiple languages
Text-to-Speech
Third-party Fax
Digital networking
AMIS support
Cisco Unity Bridge
Enhanced failover
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-15
Cisco Unity 5.0 Release Additional
Features






Secure messaging
Message Monitor
Interrupt Message Recovery
Cisco Unity Phone View
Speech Access
Microsoft Exchange 2007 support
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-16
Cisco Unified Communications Manager
Configuration for Voice Mail Integration
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-17
Interaction of Configuration Elements:
Calls Forwarded to Voice Mail
Call to
2001
Phone MAC:
CSS: (none)
Line 2001:
VM Profile: Default
Partition: Phones
CSS: Phone_css
VM Profile Default:
VM Pilot 8800:
VM Pilot/CSS:
8800/To_VM_css
CSS: To_VM_css
Hunt Pilot 8800:
Partition: VM
Hunt List: VM1-HL
CFx: Voice mail
or
CFx: 8800
CFx CSS: CF_css
Hunt List VM1-HL:
Line Groups: VM1-LG
VM Port VM1-VI4:
CSS:
... From_VM_css
Voice Mail
© 2008 Cisco Systems, Inc. All rights reserved.
DN From_VM_css
8804:
CSS:
VM
Port
VM1-VI1:
Partition: VM-Ports
DNCSS:
880x:
CSS:
(none)
(none)
Partition: VM-Ports
DNCSS:
8801:
(none)
Partition: VM-Ports
CSS: From_VM_css
Line Group VM1-LG:
Line Groups Members
(DN/Partition):
8801/VM-Ports
...
8804/VM-Ports
CIPT1 v6.0—5-18
Interaction of Configuration Elements:
Calls to Voice Mail
Phone MAC:
VM Button
CSS: (none)
Line 2001:
VM Profile: Default
Partition: Phones
CSS: Phone_css
VM Profile Default:
VM Pilot 8800:
VM Pilot/CSS:
8800/To_VM_css
CSS: To_VM_css
Hunt Pilot 8800:
Partition: VM
Hunt List: VM1-HL
Calling 8800
Hunt List VM1-HL:
Line Groups: VM1-LG
VM Port VM1-VI4:
CSS:
... From_VM_css
Voice Mail
© 2008 Cisco Systems, Inc. All rights reserved.
DN From_VM_css
8804:
CSS:
VM
Port
VM1-VI1:
Partition: VM-Ports
DNCSS:
880x:
CSS:
(none)
(none)
Partition: VM-Ports
DNCSS:
8801:
(none)
Partition: VM-Ports
CSS: From_VM_css
Line Group VM1-LG:
Line Groups Members
(DN/Partition):
8801/VM-Ports
...
8804/VM-Ports
CIPT1 v6.0—5-19
Interaction Of Configuration Elements:
Calls From Voice Mail
Phone MAC:
MWI 8808:
CSS: (none)
Type: On
Partition: MWI
CSS: MWI_css
Line 2001:
VM Profile: Default
Partition: Phones
CSS: Phone_css
MWI 8809:
Type: Off
Partition: MWI
CSS: MWI_css
VM Port VM1-VI4:
Voice Mail
Message Notification or
Call Transfer to:
DN/Route Pattern
Partition
© 2008 Cisco Systems, Inc. All rights reserved.
CSS:
... From_VM_css
DN From_VM_css
8802:
CSS:
VM
Port
VM1-VI1:
Partition: VM-Ports
DNCSS:
8802:
CSS:
(none)
(none)
Partition: VM-Ports
DNCSS:
8801:
(none)
Partition: VM-Ports
CSS: From_VM_css
CIPT1 v6.0—5-20
SCCP Voice-Mail Integration
Configuration Procedure
Cisco Unified Communications Manager SCCP
Integration Tasks:
1. Create MWI extensions
2. Create voice-mail ports
3. Create line group
4. Create hunt list
5. Create hunt pilot
6. Create voice-mail-pilot
7. Create voice-mail-profile
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-21
Step 1: Create MWI Extensions
Voice Mail > Message Waiting
Configure Message Waiting
Number for MWI on and apply
Partition and Calling Search Space
Configure Message Waiting
Number for MWI off and apply
Partition and Calling Search Space
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-22
Step 2: Create Voice-Mail Ports
Voice Mail > Cisco Voice Mail
Port
Enter Port Name, Description, and
select Device Pool for the voice
mail pilot
Set the Device Security Mode
Enter the directory number,
Partition, and Calling Search Space
of the voice-mail pilot
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-23
Step 3: Create Line Group
Call Routing > Route/Hunt > Line Group
Enter Line Group Name
Add all voice-mail port
directory numbers to line group
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-24
Step 4: Create Hunt List
Call Routing > Route/Hunt > Hunt List
Enter hunt list name and
description
Select Cisco Unified
Communications Manager Group
Enable hunt list
Activate For Voice Mail Usage
check box
Add line group to hunt list
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-25
Step 5: Create Hunt Pilot
Call Routing > Route/Hunt > Hunt Pilot
Enter Hunt Pilot number
Enter Description
Select Hunt List
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-26
Step 6: Configure Voice-Mail Pilot
Voice Mail > Voice Mail Pilot
Enter Voice Mail Pilot Number and
Calling Search Space
Enter Description for voice-mail
pilot
Configure voice-mail pilot to be
default voice-mail pilot
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-27
Step 7: Configure Voice-Mail Profile
Voice Mail > Voice Mail Profile
Enter Voice Mail Profile Name (or
keep name if modifying existing
Default voice-mail profile
Select Voice Mail Pilot number and
CSS
Configure voice-mail profile to be
default voice-mail profile
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-28
Cisco Unified Communications Manager
Phone Configuration for Voice Mail Usage
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-29
Configuring Phone Lines for Voice-Mail
Usage
Device > Phone > Line
Select the Voice Mail Profile at
each phone line
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-30
Configuring Phone Lines for Voice-Mail
Usage (Cont.)
Set individual Call
Forward Destination
and Calling Search
Space
Enable Call Forward to Voice Mail
for certain events
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-31
Cisco Unity Configuration for Cisco Unified
Communications Manager Integration
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-32
Cisco Unity SCCP Integration
Configuration Tasks
1. Launch Integration tool
2. Start Integration wizard
3. Create a new SCCP Cisco Unified Communications Manager
integration
4. Update Unity-CM TSP
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-33
Step 1: Launch Integration Tool
Start > Programs > Unity > Manage Integration
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-34
Step 2: Start Integration Wizard
UTIM > Create Integration
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-35
Step 3: SCCP Unified CM Integration
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-36
Step 3: SCCP Unified CM Integration
(Cont.)
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-37
Step 3: SCCP Unified CM Integration
(Cont.)
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-38
Step 3: SCCP Unified CM Integration
(Cont.)
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-39
Step 3: SCCP Unified CM Integration
(Cont.)
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-40
Step 3: SCCP Unified CM Integration
(Cont.)
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-41
Step 3: SCCP Unified CM Integration
(Cont.)
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-42
Step 4: Update Cisco Unity-CM TSP
Cisco
Unity
 You must have a Unified CM-compatible version of the Cisco
Unity-CM TSP installed on the Cisco Unity platform.
 Update the Cisco Unity-CM TSP with the Cisco Unity provided
software.
 Do not use the Unified CM-provided TSP for Cisco Unity.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-43
Cisco Unity Subscriber Configuration
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-44
Cisco Unity User Configuration
For each phone user who needs a mailbox in Cisco Unity, a so-called
subscriber needs to be created in Cisco Unity Administration.
To add a subscriber, the following steps need to be performed.
1. Go to the Cisco Unity
Admin web page, and
log on
2. Navigate to Subscriber
and click the + sign
3. Configure the settings:
Last name, Display
Name, Extension, etc.
4. Click on the floppy icon
to save
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-45
Create New User Example
Cisco
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-46
Summary
 Cisco Unity is able to Integrate with multiple Cisco Unified
Communications Manager clusters if they are connected via QSIG
trunks.
 Cisco Unity has an Auto-Attendant function integrated.
 The voice-mail ports have to be added manually to the Hunt List.
 The voice-mail settings are assigned to the line by selecting a
Voice-Mail Profile.
 The Voicemail Port Names configured in Cisco Unified
Communications Manager must match the Cisco CallManager
Device Name Prefix on Cisco Unity side.
 The Cisco Unity Subscriber equals a Cisco Unity user.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-47
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—5-48