Overview of Cisco Unity Express Voice Mail and Auto Attendant

The Cisco Unity Express voice-mail and auto-attendant applications work with Cisco CallManager to provide small- and medium-sized companies with the capability to:

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Create and maintain voice mailboxes for onsite or remote telephone users. Releases 2.1 and 2.2 support up to 100 mailboxes. The maximum number of mailboxes depends on the hardware module and license agreement purchased for Cisco Unity Express.

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Record and upload messages for callers to hear when they dial the company's telephone number, and prompts to guide the callers to specific extensions or employees.

Prerequisites for Implementing Cisco Unity Express on Cisco CallManager

Before starting Cisco Unity Express configuration, the Cisco CallManager system must be installed. If you did not or are not performing the Cisco CallManager installation, please contact the installer or other support personnel to ensure that the following procedures are completed:

Install all Cisco CallManager and Cisco Unity Express hardware and verify functionality.

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Attach the telephones so that they register with the Cisco CallManager server.

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Verify that the Cisco Unity Express router is configured with Cisco IOS Release 12.3(4)T or a later release for the network module (NM) or with Cisco IOS Release 12.3(7)T or a later release for the advanced integration module (AIM).

Note We highly recommend attaching an uninterruptible power supply (UPS) to the router housing the Cisco Unity Express module. Any reliable UPS unit provides continuous power to maintain the operation of the router and the Cisco Unity Express module. Consider the unit's capacity and run time because power consumption differs among Cisco platforms. Ideally, a UPS should include a signaling mechanism that directs the router to shut down Cisco Unity Express properly and then powers off the router.

Cisco Unity Express module supports automatic switchover to the UPS device if the following configuration is added to the router:
    line aux 0
    privilege level 15
    modem Dialin
    autocommand service-module service-engine slot/0 shutdown no-confirm

where slot is the Cisco Unity Express module's slot number.

Configure IP connectivity between the router and the Cisco Unity Express module. The module has an internal IP address and a default gateway configuration. The router has a service-engine interface with an IP address, which may be unnumbered.

One configuration method is to use the ip unnumbered command, which allows the Cisco Unity Express module to use a network subnet IP address associated with a specific router egress port, such as FastEthernet0/0. This method requires a static route to the service-engine interface. The router interface associated with the Cisco Unity Express interface must be in an "up" state at all times for communication between the router and module.

In the following example, 10.3.6.128 is the IP address of the Cisco Unity Express module and Service-Engine1/0 is the router slot hosting the Cisco Unity Express module.

If your network uses a VLAN interface with an Etherswitch module, use the example above but replace both instances of "FastEthernet0/0" with "VLAN1."On the Cisco CallManager, configure 16 CTI ports for a Cisco Unity Express system with a 512 MB NM. Configure 8 ports for a 256 MB NM.

For the AIM running at 300 MHz, configure 6 CTI ports on Cisco CallManager. For the 150 MHz AIM, configure 4 CTI ports. Use the Cisco CallManager option Device > Phones > Add new Phone.

These ports will be assigned to the Cisco Unity Express applications (voice mail, auto attendant, and Administration via Telephone [AvT]) to terminate calls.

Note

Do not configure extra CTI ports on Cisco CallManager. Doing so will impact the scalability of your Cisco CallManager and will limit the number of other devices Cisco CallManager can support.

Configure at least two route points on Cisco CallManager using the Device > CTI Route Point option. The Cisco Unity Express voice-mail application uses one route point and the auto-attendant application uses the other route point. If you plan to use the Cisco Unity Express AvT, configure a third route point on Cisco CallManager.

Note

Do not configure extra route points on Cisco CallManager. Doing so will impact the scalability of your Cisco CallManager and will limit the number of other devices Cisco CallManager can support.

Create a Cisco CallManager JTAPI user using the User > Add new user option. Use the Device Association option to associate the CTI ports and route points with this JTAPI user. (The JTAPI user is not assigned a Cisco Unity Express voice mailbox. It is a placeholder for Cisco Unity Express to establish connection with Cisco CallManager.) Verify that the Enable CTI Application use box is checked for this JTAPI user.

During the Cisco Unity Express software installation, create the Cisco Unity Express administrator user ID and password and specify the IP addresses for the DNS server and NTP server. This user ID and password is needed to log in to the initialization wizard.

For efficient call processing, configure access lists on the Cisco Unity Express router to prioritize JTAPI traffic. For example:

where 10.3.6.128 is the IP address of the module containing Cisco Unity Express.

The output from a command should indicate that the marked packets number is increasing. For example:

The FTP server that communicates with Cisco Unity Express must support passive FTP requests. To configure this functionality on the FTP server, refer to the FTP server documentation.

(Optional) If no users were created in the Cisco CallManager interface, create a list of all users, groups, and their extensions. Having this list eases the task of configuring many users and extensions.

(Optional) Create an alternate welcome message for the auto-attendant application. A default welcome message comes with auto attendant. You can create a different message in a .wav file and install it as part of the auto-attendant configuration. See "Recording an Auto-Attendant Greeting or Prompt File" for more information.

(Optional) Customize the auto-attendant prompt sequence to meet your business requirements. See "Configuring Auto-Attendant Scripts" for more information.

(Required) Record the IP address of the Cisco Unity Express module. Accessing the GUI to configure the system requires this IP address.

Restrictions for Implementing Cisco Unity Express

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Cisco Unity Express supports voice-mail networking only with other Cisco Unity Express and Cisco Unity voice-mail systems. Networking support for other voice-mail systems is not available in Releases 2.1 and 2.2.

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For the NM, only one person with administrator privileges and four people with user privileges may log in to the GUI simultaneously. For the AIM, only one administrator and two users may log in to the GUI simultaneously.

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Date and time are determined by the NTP server and cannot be set in the Cisco Unity Express software. Cisco Unity Express can be configured as a network transfer protocol (NTP) client. See "Configuring NTP Servers" and your NTP server CLI for more information.

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Cisco Unity Express supports one language on the system at a time. See the Release Notes for Cisco Unity Express Release 2.2 for a list of the available languages. This language controls the telephone user interface (TUI) system prompts and greetings. The administrative interfaces (GUI and CLI) are available only in U.S. English. Cisco CallManager Express controls the telephone displays, which may be available in multiple languages, and are independent of the Cisco Unity Express supported languages.

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Cisco Unity Express supports two greetings per user, one standard greeting and one alternate greeting. The greetings' time is included in the user's allotted mailbox storage space.

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Only one Cisco Unity Express module per router chassis is permitted, regardless of the number of module slots in the chassis.

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The NM's front panel Fast Ethernet 0 port is not used by the Cisco Unity Express applications and is disabled. The Fast Ethernet 1 port connects the Cisco Unity Express network module to the router and is the only active Fast Ethernet port on the network module.

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The hard disk on the NM cannot be replaced. If the network module's hard disk crashes, the network module must be replaced.

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Online insertion and removal (OIR) of the Cisco Unity Express NM is available only on the Cisco 3745 router. The replacement module must be the same type as the original module. OIR is not available for the AIM.

Cisco Unity Express does not support the following backup and restore capabilities:

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Scheduled backup and restore operations. The backup and restore procedures begin when you enter the appropriate command.

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Centralized message storage arrangement. The Cisco Unity Express backup files cannot be used or integrated with other message stores.

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Selective backup and restore. Only full backup and restore functions are available. Individual voice-mail messages or other specific data cannot be stored or retrieved.

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Cisco Unity Express is an embedded system and provides no access to the Linux system. Users cannot add other Linux-based applications to the Cisco Unity Express module.

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Cisco Unity Express does not support managing and configuring using Simple Network Management Protocol (SNMP) except for hardware inventory.

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Cisco Unity Express does not support Cisco Networking Services (CNS) or Subnetwork Access Protocol (SNAP) autoprovisioning.

Recording an Auto-Attendant Greeting or Prompt File

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Create a .wav file with the following format: G.711 U-law, 8 kHz, 8 bit, Mono. The file cannot be larger than 500 KB. After recording the greeting, use the GUI option Voice Mail > Prompts > Upload or Cisco Unity Express CLI ccn copy command to copy the file in to the Cisco Unity Express system. See the GUI online help (OLH) or "Uploading the Auto-Attendant Greeting or Prompt File" on page 75 for the upload procedure.

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Use the AvT on the TUI to record the greeting or prompt. Dial the AvT telephone number and select the option to record a greeting. When finished recording, save the file. AvT automatically saves the file in Cisco Unity Express.

The AvT prompt filename has the format UserPrompt_DateTime.wav, for example: UserPrompt_11152003144055.wav. You may want to use CLI commands or GUI options to download the file to a PC, rename the file with a meaningful name, then upload the file back to Cisco Unity Express.

Configuring Auto-Attendant Scripts

Cisco Unity Express provides a set of auto-attendant prompts and a process, called a script, for handling callers' responses to the prompts. You can modify this script so that specific caller responses are handled in a different way. For example, callers can be directed to leave a voice message in a specific mailbox if they call after business hours.

Use the Microsoft Windows software-based script editor software that comes with Cisco Unity Express to modify the script or create a new script. Refer to the Cisco Unity Express Script Editor Guide for guidelines and procedures.

After creating the script file, save the file on your PC. See "Uploading the Auto-Attendant Script File" on page 77 or the GUI option Voice Mail > Scripts to upload the script file to the auto-attendant application.

Differences Between the AIM and NM

Cisco Unity Express is supported on both the AIM and the NM. Cisco Unity Express features work the same way on both modules with the following exceptions:

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The AIM is a 4-port module that stores a maximum of 50 voice mailboxes and 8 hours of voice messages. The NM is an 8-port module that stores a maximum of 100 voice mailboxes and 100 hours of voice messages.

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A trace or log command issued on the NM automatically saves the data to the disk. On the AIM, the trace and log data are not saved to flash memory. A Cisco Unity Express CLI command is available to save the data to the AIM flash memory.

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Cisco Unity Express tracks the use and wear activity of the AIM flash memory. This tracking is not necessary for the NM. The CLI command show interface ide 0 and the GUI option Reports > System displays the flash memory wear data.

Software Licenses and Factory-Set Limits

Factory-set system limits are determined by the ordered license. Limits for the NM-CUE and NM-CUE-EC are shown in Table 2 and Table 3. Limits for the AIM-CUE are shown in Table 4 and Table 5.

Table 2 System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts on the NM-CUE and NM-CUE-EC
Cisco Unity Express License/Software SKU	Total Mailbox Storage (Hours)	Default Mailbox Size (Minutes)¹	Number of Concurrent VoiceMail and Auto Attendant Ports/Sessions	Number of Scripts	Number of Prompts
SCUE-LIC-12CCM SCUE-LIC-12CME	100	353	8 (NM-CUE) 16 (NM-CUE-EC)	8	50
SCUE-LIC-25CCM SCUE-LIC-25CME	100	171	8 (NM-CUE) 16 (NM-CUE-EC)	8	50
SCUE-LIC-50CCM SCUE-LIC-50CME	100	92	8 (NM-CUE) 16 (NM-CUE-EC)	8	50
SCUE-LIC-100CCM SCUE-LIC-100CME	100	50	8 (NM-CUE) 16 (NM-CUE-EC)	8	50

¹The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs).

Table 3 Maximum Number of Mailboxes, Groups, Owners, and Members on the NM-CUE and NM-CUE-EC
Cisco Unity Express License/Software SKU	Default Number of Personal Mailboxes	Default Number of General Delivery Mailboxes	Total Number of Mailboxes	Number of Groups	Number of Owners	Number of Members
SCUE-LIC-12CCM SCUE-LIC-12CME	12	5	17	20	400	880
SCUE-LIC-25CCM SCUE-LIC-25CME	25	10	35	20	400	1000
SCUE-LIC-50CCM SCUE-LIC-50CME	50	15	65	30	400	1000
SCUE-LIC-100CCM SCUE-LIC-100CME	100	20	100	40	400	1000

Table 4 System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts on the AIM-CUE
Cisco Unity Express License/Software SKU	Total Mailbox Storage (Hours)¹	Default Mailbox Size (Minutes)²	Number of Concurrent VoiceMail and Auto Attendant Ports/Sessions	Number of Scripts	Number of Prompts
SCUE-LIC-12CCM SCUE-LIC-12CME	14	28	4 (Cisco 2600XM, Cisco 2691) 6 (Cisco 2800 series, Cisco 3700 series, Cisco 3800 series)	4	25
SCUE-LIC-25CCM SCUE-LIC-25CME	14	13	4 (Cisco 2600XM, Cisco 2691) 6 (Cisco 2800 series, Cisco 3700 series, Cisco 3800 series)	4	25
SCUE-LIC-50CCM SCUE-LIC-50CME	14	7	4 (Cisco 2600XM, Cisco 2691) 6 (Cisco 2800 series, Cisco 3700 series, Cisco 3800 series)	4	25

¹The storage value shown is for the AIM-CUE with the 1 GB compact flash. The earlier AIM-CUE version with the 512 MB compact flash supports 4.5 hours (270 minutes) of mailbox storage. To use Cisco Unity Express 2.1, Cisco recommends that older AIM-CUE modules with 512 MB compact be replaced with the 1 GB compact flash AIM-CUE module.

²The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs).

Table 5 Maximum Number of Mailboxes, Groups, Owners, and Members on the AIM-CUE
Cisco Unity Express License/Software SKU	Default Number of Personal Mailboxes	Default Number of General Delivery Mailboxes	Total Number of Mailboxes	Number of Groups	Number of Owners	Number of Members
SCUE-LIC-12CCM SCUE-LIC-12CME	12	5	17	20	100	200
SCUE-LIC-25CCM SCUE-LIC-25CME	25	10	35	20	100	200
SCUE-LIC-50CCM SCUE-LIC-50CME	50	15	65	20	100	200

Cisco Unity Express supports a maximum of 8 SIP triggers and 8 JTAPI triggers for all applications combined. This applies to both the NM and the AIM.

Networking Cisco Unity Express with Other Voice-Mail Systems

Cisco Unity Express supports the capability to network Cisco Unity Express with a voice-mail system located at a different site. Users can send and receive messages from subscribers on remotely located, compatible voice-mail systems configured on Cisco CallManager or Cisco CallManager Express call control platforms. Supported configurations include:

Administration Interfaces

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Graphical user interface (GUI)—This user-friendly, web-based interface permits administration of all voice-mail and auto-attendant functions.

The GUI is targeted for administrators familiar with web-based applications and who have little or no experience with Cisco IOS command structure. See the Cisco Unity Express 2.1/2.2 GUI Administrator Guide for Cisco CallManager for the configuration procedures using the GUI menus and windows.

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Command-line interface (CLI)—This text-based interface has the same administration and configuration capabilities as the GUI. Installation, upgrade, and troubleshooting functions are available only through the CLI commands. The administrator accesses this interface through a Telnet session to the router.

The CLI is targeted for installers, resellers, support personnel, and others familiar with Cisco IOS command structure and routers. For them, accessing the system using the CLI may be easier than using the GUI, especially for troubleshooting, scripting, and bulk provisioning of many sites. See "Entering the Command Environment" for the instructions to enter the CLI environment.

The Cisco Unity Express CLI commands have a structure very similar to Cisco IOS CLI commands. However, the Cisco Unity Express CLI commands do not affect Cisco IOS configurations. After you have logged in to the Cisco Unity Express module, the command environment is no longer the Cisco IOS environment.

Error messages in Cisco Unity Express are not always the same as error messages in the Cisco IOS environment.

The GUI and CLI are accessible from a PC or server anywhere in the IP network. To access the GUI, use Microsoft Internet Explorer Version 6.0 or a later release. Cisco Unity Express does not support the Netscape browser. To access the CLI, Telnet to the router, then use the service-module command.

Differences Between Cisco Unity Express and Cisco Unity

Cisco Unity Express is not the same application as Cisco Unity, although both of them are in the Cisco family of voice messaging products, and the differences are:

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Cisco Unity is a Microsoft Windows-based application and uses the Microsoft Windows operating system's messaging infrastructure. Cisco Unity Express is a Linux-based application.

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Cisco Unity is usually deployed in a central location that can be networked with multiple sites. Cisco Unity Express 2.1/2.2 can be deployed in standalone locations that serve the local users.

However, a Cisco Unity Express system can be administered from any location that has IP connectivity with the router housing the Cisco Unity Express application. If several sites in a network use Cisco Unity Express, they can be administered individually from a single PC or server. The administrator opens a browser on a PC or server to the GUI at each site or opens a Telnet session to the CLI at each site.

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Cisco Unity supports 100 or more mailboxes and Cisco Unity Express supports 100 or fewer mailboxes.

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Cisco Unity has a larger set of features than does Cisco Unity Express 2.1/2.2.

Cisco Unity Express uses Cisco Unity Release 3.1 voice-mail prompt recordings and prompt flow, which provides the end user with the same voice-mail look-and-feel.

Interactions Between Cisco Unity Express and Cisco CallManager

Cisco CallManager is the software that controls the telephony functions. Cisco CallManager accepts incoming and outgoing calls to your network and decides where an incoming or outgoing call should be sent. Cisco Unity Express accepts calls sent from Cisco CallManager over JTAPI and can accept H.323 and Media Gateway Control Protocol (MGCP) calls if Cisco CallManager routes them over the JTAPI interface.

Cisco Unity Express is an application that enhances Cisco CallManager by providing the voice messaging and automated attendant capabilities. The Cisco Unity Express module contains the voice-mail and auto-attendant software.

Cisco CallManager has a database that contains the telephone hardware identifications, extension numbers associated with the telephones, users on the system, logins, routing destinations, call handling features, and other system-wide parameters.

The Cisco Unity Express database contains information about the voice mailboxes, auto-attendant prompts, and voice messages. As you go through the initialization and configuration procedures, be sure to save your data so that both databases have current information.

The Cisco Unity Express GUI software allows you to configure the voice-mail and auto-attendant parameters and to specify some of the Cisco CallManager parameters, such as servers, JTAPI user, and computer telephony integration (CTI) ports. The GUI accepts up to three Cisco CallManager servers: a primary server and two backup servers in the event the primary server is not available.

If the WAN link goes down between Cisco CallManager and Cisco Unity Express, Cisco Unity Express will not be able to accept calls from Cisco CallManager. However, the Session Initiation Protocol (SIP) subsystem on the Cisco Unity Express module can accept calls from the Cisco Survivable Remote Site Telephony (SRST) engine in the router containing the Cisco Unity Express module. Voice-mail and auto-attendant applications will function properly. Message waiting indicator (MWI) lights will not be updated. Once the WAN link becomes active, Cisco Unity Express will detect it and register back with the Cisco CallManager server.

Differences Between Cisco Unity Express and Cisco CallManager

Although Cisco Unity Express works closely with Cisco CallManager, Cisco Unity Express and Cisco CallManager define users and administrators differently:

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Cisco CallManager requires a web administrator to configure Cisco CallManager parameters and other system components. Cisco CallManager users and administrators are stored in the Cisco CallManager database. Cisco CallManager does not treat the web administrator as a telephone user.

Cisco Unity Express permits configured Cisco CallManager users to be copied to the Cisco Unity Express database. The Cisco CallManager administrator ID cannot be copied to the Cisco Unity Express database and, therefore, cannot be assigned as the administrator ID for Cisco Unity Express.

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Cisco Unity Express allows only uppercase letters A to Z, lowercase letters a to z, digits 0 to 9, underscore (_), dot (.), and dash (-) in user IDs. User IDs must start with a letter. Any Cisco CallManager user IDs that contain other characters cannot be copied into the Cisco Unity Express database.

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Spaces are not allowed in passwords. Acceptable password characters are lowercase letters a to z, uppercase letters A to Z, digits 0 to 9, and the following symbols: - , . + = _ ! @ # $ ^ * ( ) ? / ~ < > & %

Additional References

Documents Related to Cisco Unity Express


Related Topic	Document Title
Cisco Unity Express administration	• Cisco Unity Express 2.1/2.2 CLI Administrator Guide for Cisco CallManager • Cisco Unity Express 2.1/2.2 GUI Administrator Guide for Cisco CallManager • Cisco Unity Express 2.1/2.2 CLI Administrator Guide for Cisco CallManager Express • Cisco Unity Express 2.1/2.2 GUI Administrator Guide for Cisco CallManager Express • Cisco Unity Express Command Reference • Cisco Unity Express AvT Administrator Guide • Release Notes for Cisco Unity Express 2.2
Cisco Unity Express voice-mail scripts	Cisco Unity Express 2.2 Script Editor Guide
Cisco Unity Express voice-mail end user information	Cisco Unity Express User Guides
Cisco module hardware installation	• Cisco Network Modules Hardware Installation Guide, Chapter 22 • Installing Advanced Integration Modules in Cisco 2600 Series, Cisco 3600 Series, and Cisco 3700 Series Routers • Advanced Integration Module Quick Start Guide • Replacing Compact Flash Memory on Cisco AIM-CUE Advanced Integration Modules • AIM-CUE Slot Restriction on Cisco 3745 Routers
Cisco Unity Express software copyrights and licenses	"Appendix A: Software Copyrights and Licenses" on page 71
Technical Assistance Center support documentation for Cisco Unity Express	sTechnical Notes for Cisco Unity Express
Cisco CallManager	Release 4.1(3) • Cisco CallManager Administration Guide, Release 4.1(3) • Cisco CallManager System Guide, Release 4.1(3) • Cisco CallManager Features and Services Guide, Release 4.1(3) Release 4.1(2) • Cisco CallManager Administration Guide, Release 4.1(2) • Cisco CallManager System Guide, Release 4.1(2) • Cisco CallManager Features and Services Guide, Release 4.1(2) Release 4.0(1): • Cisco CallManager Administration Guide, Release 4.0(1) • Cisco CallManager System Guide, Release 4.0(1) • Cisco CallManager Features and Services Guide, Release 4.0(1) Release 3.3(4) • Cisco CallManager Administration Guide, Release 3.3(4) • Cisco CallManager System Guide, Release 3.3(4) • Cisco CallManager Features and Services Guide, Release 3.3(4) Release 3.3(3): • Cisco CallManager Administration Guide, Release 3.3(3) • Cisco CallManager System Guide, Release 3.3(3) • Cisco CallManager Features and Services Guide, Release 3.3(3)
Cisco CallManager Express	Release 3.4: • Cisco CallManager Express 3.4 Configuration Guide • Cisco CallManager Express 3.4 Command Reference Release 3.3: • Cisco CallManager Express 3.3 System Administrator Guide • Cisco CallManager Express 3.3 Command Reference Release 3.2: • Cisco CallManager Express 3.2 System Administrator Guide • Cisco CallManager Express 3.2 Command Reference • TAPI Developer Guide for Cisco CME/SRST • XML Developer Guide for Cisco CME/SRST • Integrating Cisco CallManager Express and Cisco Unity Express Release 3.0: • Cisco CallManager Express System Administrator Guide 3.0 • Cisco CallManager Express Command Reference 3.0 • Cisco SRST System Administrator's Guide Version 3.0 • Integrating Cisco CallManager Express Versions 3.0 and 3.1 with Cisco Unity Express
Cisco Unity	• Networking in Cisco Unity Guide
Cisco hardware platforms	• Cisco 2600 Series Hardware Installation Guide • Cisco 2600 series hardware configuration notes • Voice features on Cisco 2600 series routers • Cisco 2800 Series Hardware Installation • Cisco 3700 Series Hardware Installation Guide • Cisco 3700 series hardware configuration notes • Software Configuration Guide • Cisco 3800 Series Hardware Installation

Related Topic	Document Title
Cisco IOS configuration	• Cisco IOS Debug Command Reference, Release 12.4T • Cisco IOS Voice Command Reference Note For general voice configuration topics, refer to the Cisco IOS Voice Configuration Library, Release 12.4.
Cisco IOS configuration examples	Cisco Systems Technologies website at http://cisco.com/en/US/tech/index.html Note From the website, choose a technology category and subsequent hierarchy of subcategories, and then click Technical Documentation > Configuration Examples.
Cisco IOS voice troubleshooting information	Cisco IOS Voice Troubleshooting and Monitoring Guide
Cisco IP Telephony	IP Telephony Solution Reference Network Design Guide

RFCs	Title
1869	SMTP Service Extensions
1893	Enhanced Mail System Status Codes
2045	Multipurpose Internet Mail Extensions Part One: Format of Internet Message Bodies, RFC
2421	Voice Profile for Internet Mail - Version 2
2821	Simple Mail Transfer Protocol

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