AA Greetings Prompts

AA greetings, also referred to as AA prompts, are similar to voice-mail greetings, discussed earlier. AA prompts are the messages that a caller hears when they are routed to the AA. As with voice mail, administrators and subscribers with the proper permissions can record and personalize an AA greeting. Unlike a voice mailbox, AA offers the capability to change the greeting based upon the day or a specific time of day. By changing the content of a prompt a business can personalize the AA script...

Activate and Download the Practice Exam

Once the exam engine is installed, you should then activate the exam associated with this book, as follows Step 1. Start the Boson Exam Engine (BEE) software from the Start menu. Step 2. The first time you start the software, it should ask you to either log in or register an account. If you do not already have an account with Boson, select the option to register a new account. (You must register in order to download and use the exam.) Step 3. Once you are registered, the software might prompt...

Activating Other Exams

The exam software installation process, and the registration process, only has to happen once. Then, for each new exam, only a few steps are required. For instance, if you also bought the CCENT CCNA ICND1 Official Exam Certification Guide and the CCNA ICND2 Official Exam Certification Guide, you could follow the steps listed in the last page or so to install the software and activate the exam associated with this book. Then, for the practice exam associated with the ICND1 book and ICND2 book,...

Answers to the Do I Know This Already Quizzes and QA Sections

Both the hardware platform and the license come into play here. The hardware platform has a maximum mailbox limit and the license determines the number of mailboxes that can be configured within the platform's maximum limit. 12. B. Starting a backup is a manual process for Cisco Unity Express. An administrator must log in to the GUI and click the Start Backup button to begin the process. 7. D. While port module port is a valid dial-peer configuration, it is used for routing over a...

Assign Ports to VLANs

Now that the VLANs exist, you can assign the necessary ports to each VLAN. Based on the diagram shown earlier in Figure 3.10, the DHCP server will need to join the data VLAN. You will configure FastEthernet 0 20 (connecting to the router Cisco Unified Communications Manager Express CME device) in the next section when you set up routing between VLANs. Example 3.12 assigns FastEthernet 0 10 on SwitchA to VLAN 50. Example 3.12 Assigning Switchport to a VLAN SwitchA configure terminal...

Business Class Cisco IP Phones

When working with midsize to enterprise-class network environments, you can expect to commonly encounter the following Cisco IP phones Cisco 7940G, 7941G, 7941G-GE, 7942G, and 7945G. These phones all support two or more lines, larger displays, full-duplex speakerphones, and inline power capabilities. The following sections describe the primary differences between these Cisco IP phone models. The Cisco 7940G, 7941G, 7941G-GE, 7942G, and 7945G (shown in Figure 2.7) are two-line, fully featured IP...

Call Processing Layer

The call processing layer is responsible for just that processing calls and all the functionality that goes with them. When a user picks up their phone handset, the call processing layer gets involved to generate a dial tone. Each digit that is dialed is then analyzed and processed. The ring signal is then generated at the remote device and the call is connected. As the users converse, if one of them presses the Transfer button, for example, the call processing layer steps in to process this...

CCNA Voice Exam Updates Version

Over time, reader feedback allows Cisco Press to gauge which topics give our readers the most problems when taking the exams. Additionally, Cisco may make small changes in the breadth of exam topics or in emphasis of certain topics. To assist readers with those topics, the author creates new materials clarifying and expanding upon those troublesome exam topics. As mentioned in the introduction, the additional content about the exam is contained in a PDF document on this book's companion website...

Change password

The recorded name, also called the spoken name, is used by Cisco Unity Express to identify this mailbox to other subscribers on the system. The next step in the self-enrollment process is to record your personal greeting that will be played to callers that are transferred to your voice mail. The final step for self-enrollment is to select a password that you will use to log in to Cisco Unity Express via the TUI. Note Although the tutorial prompts for a password, the PIN is the value that is...

Cisco 7906G and 7911G

Whereas the Cisco 3911 might typically be used in a break room or lobby, the Cisco 7906G and 7911G (shown in Figure 2.5) add enough features that they could be considered for a typical network end user. These single-line phones provide the following key features Inline power support Can receive power using the Ethernet cable as a source Onscreen softkey support Four onscreen softkeys for features such as hold, transfer, and redial Basic XML service support Provides a scrollable, three-line...

Cisco 791479157916 Expansion Modules

You can use the Cisco 791X expansion modules to provide additional lines to the 796X and 797X IP Phone series. The modules add up to 15 expansion lines (7914) or 24 expansion lines (7915 7916) with each module. You can add up to two expansion modules per IP phone. Figure 2.11 shows a 7916 expansion module attached to a 7970G Cisco IP Phone. Figure 2.11 Cisco 7970G with 7916 Expansion Module Figure 2.11 Cisco 7970G with 7916 Expansion Module

Cisco 7985G

The Cisco 7985G model represents the first integrated video and VoIP phone solution from Cisco. Although video could have been integrated into the 797X series, the natural sitting posture of most people would give an unflattering up the nose view when using VoIP capabilities. To remedy this, the Cisco 7985G places the camera and video screen at eye level, as shown in Figure 2.8. Courtesy of Cisco Systems, Inc. Unauthorized use not permitted. The Cisco 7921G phone brings 802.11 wireless and VoIP...

Cisco Catalyst Switch PoE

If you were to create an Ethernet cable (Category 5 or 6), you would find that there are eight wires (four pairs of wires) to crimp into an RJ-45 connector on each end of the connection. Further study reveals that only four of the wires are used to transmit data. The other four remain unused and idle until now. The terms inline power and Power over Ethernet (PoE) describe two methods you can use to send electricity over the unused Ethernet wires to power a connected device. There is now a...

Cisco Configuration Assistant Tool

Cisco simplified the management of the SBCS suite by designing a management interface that is powerful, intuitive, and complete. The Cisco Configuration Assistant (CCA) is a GUI configuration tool that simplifies the customization of any preconfigured system parameters that cannot be left to system defaults. The CCA is aware of the components that make up the SBCS suite and will poll a new system to determine which of the components have been applied to a particular setup. The CCA facilitates...

Cisco Unified Communications 500 Series

When you think of the UC500 series (shown in Figure 2.2), think key system replacement. Figure 2.2 Cisco Unified Communications 500 Series with Eight-Port Expansion Switch Figure 2.2 Cisco Unified Communications 500 Series with Eight-Port Expansion Switch This small box is designed to fit right into the small business market as an all-in-one product. I (Jeremy) have to admit when I first saw this product, my mouth dropped open. It is the perfect data and voice product combination. Note While...

Cisco Unified Communications Manager

When moving from Cisco Unified Communications Manager Business Edition to a full CCM solution, you are primarily gaining two key benefits redundancy and scalability. The full Cisco Unified Communications Manager network solution can scale to virtually any size and allows you to implement multiple redundant servers that can support IP phones and applications should any of your primary call processing servers fail. Table 2.3 compares each of these call processing products. Table 2.3 Cisco Call...

Cisco Unified Communications Manager Business Edition

As a business continues to grow beyond the capacity of Cisco Unified CME, the next step in the journey to a full Cisco Unified Communications Manager (CCM) solution is Cisco Unified Communications Manager Business Edition. Moving to this platform means you have now moved away from a router-integrated solution into a dedicated server platform. One example of these dedicated servers is the Cisco Media Convergence Server (MCS) 7835, shown in Figure 2.3. Figure 2.3 Cisco Media Convergence Server...

Cisco Unified Communications Manager Express

When businesses outgrow the 48-phone limitation of the UC500 system, the next step is to move into a Cisco Unified CME system, which is scalable to 250 IP phones, depending on the router platform on which you choose to run CME. Table 2.2 breaks down current CME platform limitations. Table 2.2 Unified Communications Manager Express Platform Limitations Table 2.2 Unified Communications Manager Express Platform Limitations Cisco 1861 Integrated Services Router Cisco IAD2430 Integrated Access...

Cisco Unified Contact Center

Many companies have a corporate call center that fields calls for a variety of purposes. For example, Cisco receives numerous technical support calls every single day. They require a system that distributes calls to the correct specialty groups (such as switching, routing, security, and so on) in the company and then distributes calls accurately to the agents receiving them in the group. For this call center requirement, Cisco has developed the Unified Contact Center product line. The Contact...

Cisco Unity Express

The Unity Express option represents the smallest Unity solution you can add to your network. Unity Express runs from either a flash module or hard drive that can be added to a variety of Cisco router platforms. The flash module version of Unity Express is added as an Advanced Integration Module (AIM) card, which plugs in to the motherboard of the router. The hard drive version of Unity Express installs as a network module. Although the flash Unity Express version does not consume a network slot...

Cisco Unity Products

Cisco has designed the Cisco Unity product line to encompass everything dealing with messaging. Whereas traditional phone systems are geared to deliver messages to telephone handsets, Cisco Unity allows you to deliver messages to a variety of clients. This allows VoIP network users to unify (thus the name) all messaging into a single point of access. For example, fax messages, voice mail, and e-mail can all be delivered to a single inbox. The Cisco Unity product line comes in three different...

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 Boldface indicates commands and keywords that are entered literally as shown. In actual configuration examples and output (not general command syntax), boldface indicates commands that are manually input by the user (such as a show command). Italics indicate arguments for which you supply actual values. Vertical bars...

Communications System Suite

Chapter 11 Introducing the Smart Business Communications System Chapter 12 Configuring and Maintaining the UC500 Series for Voice Unified Communications and the Smart Business Communications System This section provides an introduction to the concept of Unified Communications and explains how the Smart Business Communications System (SBCS) is positioned to deliver it to the small-medium business (SMB) market. Components of the Smart Business Communications System This section introduces the...

Components of the Smart Business Communications System

Armed with an understanding of UC and how Cisco brought its power to the small business with the SBCS suite, this section presents a technical discussion of the suite's components. The SBCS suite delivers the power of Unified Communications to the small business with several key components, as listed and described in Table 11.2. . Table 11.2 Smart Business Communications System Suite Components UC500 Series for Small Business (UC520) Suite's central point of connection, IP routing, security...

Configure and Verify VTP

Rather than start with VTP configuration, you first need to understand the command to verify VTP. This is necessary because you never want to introduce into the network a switch that has an existing VTP configuration (otherwise, the existing VLAN database of your organization could be overwritten, causing a massive network outage). The command to verify VTP operation is show vtp status, which is shown in Example 3.1 on SwitchA. Example 3.1 The show vtp status Output Example 3.1 The show vtp...

Configuring a Router Based DHCP Server

We have currently made it up to Step 4 in the preceding IP phone boot process. The phones in our network now need to receive IP address and TFTP server information. In the network design scenario used in this chapter, we are using the WAN branch router as the DHCP server. Using a router as a DHCP server is a somewhat common practice in some small and midsized networks. Once you move into larger organizations, DHCP services are typically centralized onto server platforms. Either DHCP option is...

Configuring Analog Voice Ports

Similar to Ethernet, when you connect a cable to an analog voice port on a router, it just works (provided there is a signal coming from the other end). The router receives the electrical signals from the line and processes them normally. In addition to normal call processing, there are a few settings you can tune on each interface type to change the way it operates with the other end of the connection. This section describes configuration options for Foreign Exchange Station (FXS) ports and...

Configuring and Verifying Gateways and Trunks

Connecting a voice gateway to another voice network is similar to connecting a router to a data network plugging in the cable is the smallest part of the configuration. When the physical connections are in place, let the configuring begin. Instead of routing tables, voice gateways build the logical dial plan through a system of dial peers. This chapter explores the configuration and testing of dial peers in a voice environment. A voice network is only as good as the foundation infrastructure....

Configuring Call Forwarding

There are two methods used to forward calls to a different destination from the IP phone (the user's method) and from the Cisco IOS CLI (the administrator's method). This section describes both methods and also provides an overview of the call-forward pattern command. To forward calls from the IP phone, simply press the CFwdAll softkey button, shown in Figure 6.4. The IP phone will beep twice and allow you to enter a number. Enter the number to which all calls on the IP phone will forward, and...

Configuring Call Transfer

Transferring calls represents another common function in voice networks. To transfer a call, hit the Trnsfer softkey while on an active call. (Note that this is not a typo Trnsfer without the a is correct.) When you do, you will hear another dial tone, at which point you can dial the phone number to which you want to transfer your active call. What happens from there depends on the transfer method configured on the CME router. There are two transfer methods available Consult Consult transfer...

Configuring CDRs and Call Accounting

Who made that call That question could arise for many reasons. Perhaps the entire police and fire departments arrive at the front door of your company because of an emergency call originating from your business. Perhaps management is reviewing the recent long distance bill and came across an international call to Aruba that was four hours in length. Whatever the reason, you can find the answer by looking through the archived Call Detail Records (CDRs), as long as you have configured the CME...

Configuring Intercom

Intercom configurations are common in traditional phone systems. This feature allows an administrative assistant and executive to work closely together by having a speakerphone tether between them. Technically, the way intercom deployments work is through a speed-dial and auto-answer speed-dial configuration. If the administrative assistant presses the button configured as an intercom, it speed dials the executive's phone, which auto-answers the call on muted speakerphone. To establish two-way...

Configuring Music on Hold

What voice network would be complete without the sound of music coming through handsets on hold everywhere CME has the ability to stream Music on Hold (MoH) from specified WAV or AU audio files that you copy to the flash memory of the router. CME can stream this audio either in multiple unicast streams (which is more resource intensive) or in a single multicast stream (which is less resource intensive, but requires a multicast network configuration). In addition, CME can stream the MoH using...

Configuring VoIP Dial Peers

Looking at the scenario shown in Figure 8.7, the POTS dial peers now provide connectivity to the legacy voice equipment. However, CME_A and ROUTER_B are divided by an IP WAN connection that the legacy voice equipment must cross to achieve end-to-end communication. Figure 8.7 Dial Peer Configuration Scenario Figure 8.7 Dial Peer Configuration Scenario To accomplish this connectivity, you must use VoIP dial peers, because you are crossing an IP-based network. Example 8.11 configures the necessary...

Contents at a Glance

Chapter 3 Chapter 4 Chapter 5 Chapter 6 Perspectives on Voice Before Convergence 5 Perspectives on Voice After Convergence 31 Unified Voice Using Cisco Unified Communications Manager Express 55 Connecting IP Phones to the LAN Infrastructure 57 Installing Cisco Unified Communications Manager Express Basic Cisco CME IP Phone Configuration 133 Configuring Cisco Unified CME Voice Productivity Features Connecting via Gateways and Trunks 213 Configuring and Verifying Gateways and Trunks 245 Voice...

Creating Communities

Now, with a preliminary understanding of the concept of a CCA community, you are poised to create your own. Creating your own community will go a long way toward cementing your understanding of the concept and its parameters. To create a new CCA community, you must seed the new community discovery process. In that process, you need to decide how you will detect the members of your new CCA community. The default method involves selecting a central seed device, usually your UC520, and using its...

Default Auto Attendant Scripts

A call is routed from Cisco Unified CME or Cisco Unified Communications Manager to the Cisco Unity Express AA. When the call arrives at the Cisco Unity Express AA, a Cisco Unity Express script is activated. This script determines the treatment the caller will receive. For example, assume that a caller dials 404.555.1050 and is routed to a Cisco Unity Express AA. The caller hears Welcome to the automated attendant. To enter the phone number of the person you are trying to reach, press 1. To...

Definitions of Key Terms

Define the following key terms from this chapter, and check your answers in the glossary. analog signal loop start signaling ground start signaling glare dual-tone multifrequency (DTMF) pulse dialing pulse-amplitude modulation (PAM) pulse-code modulation (PCM) time-division multiplexing (TDM) channel associated signaling (CAS) common channel signaling (CCS) robbed bit signaling (RBS) Super Frame (SF) Extended Super Frame (ESF) Q.931 local loop private branch exchange (PBX) key system VoIP Why...

Deploying the SBCS Suite as a WAN Branch Office

Although this type of SBCS deployment is likely to be uncommon, it is mentioned here to point out a few design caveats that should be taken into consideration when integrating the suite with a larger data infrastructure. The UC520 is engineered to use an upstream Ethernet connection, typical in a DSL or cable modem Internet service provider scenario. This connection is via the WAN port (refer to item 8 in Figure 11.1). If this office is a branch office and the overall system design requires the...

Deploying the SBCS Suite for Eight Users

Deploying the SBCS suite for eight or fewer users is extremely simple. Because the heart of the system, the UC520, already has eight built-in PoE switch ports, an expansion switch from the CE520 family of switches is typically not needed. In this very small use case, the single integrated wireless AP will generally be sufficient for wireless needs. The 8- and 16-user models of the UC520 come in a desktop form factor, so if the system will be installed in a standard 19-inch rack, a special...

Deploying the SBCS Suite for Up to 16 Users

Deploying the SBCS suite for up to 16 users is typically very much like the eight-user case with the exception of licensing and the requirement for additional PoE ports. Additional PoE ports are supplied by adding a Catalyst Express CE520-8PC to an appropriately licensed UC520 chassis as depicted in Figure 11.5. The AP integrated into the UC520 is typically sufficient in this small design, but if additional access points are required because of data throughput or wireless propagation issues,...

Deploying the SBCS Suite for Up to 48 Users

Although no more difficult than deploying the SBCS suite for 8 or 16 users, the design for a system that supports up to 48 users is a bit different. As is the case in the deployment of every SBCS design, the UC520 is the heart of the design. The UC520 chassis that supports 32 or 48 users comes in a rack-mount form factor and does not come with an integrated wireless option. Typically, PSTN connectivity for an office of this size will be a channelized T1 E1 however, high-density FXO models of...

Determine the time of day

If open, play a prompt allowing the caller to choose which subscriber to be transferred to. Press 1 to talk to John Smith. Press 2 to talk to Jane Doe. If closed, transfer the caller to an off-premises number. This can be accomplished by using Cisco Unity Express Editor to create a custom script, with each task described previously performed by software steps in the script. Whereas this example demonstrates a very basic script, Cisco Unity Express Editor has the capability to create very...

Dial by Name and Dial by Extension

When a caller is redirected to the AA, they are given the option to be transferred to a subscriber. To identify the desired subscriber, the caller can choose to spell the subscriber's name or enter the subscriber's extension. With the spell-by-name function, the administrator has the option to require callers to use either last name first or first name first. For example, a search for John Smith using the last-name-first configuration would result in the caller entering Smith John on the phone...

Do I Know This Already Quiz

The Do I Know This Already quiz allows you to assess whether you should read this entire chapter or simply jump to the Exam Preparation Tasks section for review. If you are in doubt, read the entire chapter. Table 2.1 outlines the major headings in this chapter and the corresponding Do I Know This Already quiz questions. You can find the answers in Appendix A, Answers to the 'Do I Know This Already ' Quizzes. Table 2.1 Do I Know This Already Foundation Topics Section-to-Question Mapping Table...

Enabling the Cme Gui

Cisco provides a graphical user interface (GUI) that allows you to manage some of the CME basic functions through a web interface. These basic functions include configuring and managing ephones, ephone-dns, some system and voice-mail functions, and reports. Note After being in the Cisco world for some time, you will definitely get the feeling that real Cisco techs use the command-line interface (CLI). Seeing the CME GUI will only reinforce that feeling although it does enable you to configure...

Ephone and EphoneDNThe Keys to Ringing Phones

In the movie The Matrix, Thomas Anderson (also known as Neo) finds out that the world around him is not real, but rather a computer-generated environment. He soon becomes a part of the Resistance, who fights against the forces behind this computergenerated world. He soon meets up with Morpheus, who teaches him more about this new world. Let's pick up with their dialog here Morpheus This is the construct. It's our loading program. We can load anything from clothing, to equipment, weapons,...

Exam Engine and Questions on the CDROM

The CD in the back of the book includes an exam engine software that displays and grades a set of exam-realistic questions. These include drag-and-drop and many scenario-based questions that require the same level of analysis as the questions on the CCNA Voice exam. Using the exam engine, you can either practice using the questions in Study Mode or take a simulated (timed) CCNA Voice exam. The installation process requires two major steps. The CD has a recent copy of the exam engine software,...

Exam Preparation Tasks

Illustrates the wired connections to an analog phone List of informational signaling types Two methods used to deliver signaling with digital circuits Specific signaling time slot for T1 and E1 circuits using CCS List The components of the PSTN 22 List The components of the PSTN 22

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Windows version Windows XP SP1 or later, or Windows Vista Ultimate You can obtain the CCA software from the following URL http tinyurl.com 5cn884. You will be asked to provide your Cisco.com login. Note The preceding URL is actually substantially longer but was shortened for your convenience. This URL directs you to version 1.6 of the CCA tool the latest version available as of the time of this writing. For those reading this book that may be a bit more adventurous, it is well worth your time...

Foreign Exchange Office Ports

FXO ports act as a trunk to the PSTN central office (CO) or PBX systems, as shown in FXO ports use many of the same commands as FXS cards, such as signal to set loop start or ground start signaling, and station-id to set caller ID information. There are two additional commands that are of note The dial-type < dtmf pulse> command allows you to choose to use dual-tone multifre-quency (DTMF) or pulse dialing. Yes, there are still some areas of the world that require the use of pulse dialing...

Gateway and Trunk Concepts

At this point, you now have the knowledge to assemble, configure, and operate a VoIP network internal to your organization. At some point, this voice network will have to grow beyond itself and connect to other voice networks, perhaps most importantly the PSTN. This chapter is dedicated to describing the methods you can use to connect your VoIP network to other networks. The chapter begins by discussing the process of converting spoken audio into packets. From there, this chapter discusses the...

General Delivery Mailboxes

Unlike the subscriber mailbox, a general delivery mailbox (GDM) is assigned to a group of people. For example, a GDM is created and assigned to the customer service department. The delivery of a message to the GDM is similar to the delivery of a message to a subscriber mailbox. An extension number associated with the GDM is configured to forward to Cisco Unity Express if this extension is busy or is not answered. A caller is redirected to the GDM greeting. This greeting may state, Thank you for...

Generated Configuration Files

The last area of configuration focuses on generating configuration files for the Cisco IP phones. Think back to the IP phone boot process once the IP phone gets an IP address and TFTP server information from the DHCP server, it then attempts to contact the TFTP server to download its configuration file and firmware. Up to this point, there has been no discussion about that configuration file. So what is it The IP phone uses its configuration file to determine which IP address to use when...

Holiday prompt

The Welcome prompt is the first prompt a caller hears when connected to the AA script. This is typically the message that the business wants the caller to hear regardless of the day or time the call is received. For example, this message may be personalized to state Thank you for calling the ABC Company, the worldwide leader in widget manufacturing. By default, this prompt states Welcome to the automated attendant. After the Welcome prompt has been played, Cisco Unity Express consults the...

About the Authors

Cioara, CCIE No. 11727, works in many facets of the Cisco networking realm. As an author, he has written multiple books for Cisco Press and Exam Cram. As an instructor, he teaches at Interface Technical Training (http www.interfacett. com) in Phoenix, Arizona. Likewise, Jeremy has recorded many E-Learning titles at CBTNuggets (http www.cbtnuggets.com). Finally, Jeremy is the CIO of AdTEC Networks and works as a network consultant focusing on Cisco network and Voice over IP (VoIP)...

How This Book Is Organized

Although this book could be read cover-to-cover, it is designed to be flexible and allow you to easily move between chapters and sections of chapters to cover just the material that you need more work with. If you do intend to read all the chapters, the order in the book is an excellent sequence to use. The core chapters, Chapters 1 through 12, cover the following topics Chapter 1, Perspectives on Voice Before Convergence This chapter discusses what would be known as the traditional telephony...

Hybrid Model

The hybrid model is useful for environments that want a keyswitch feel, where each line maps directly to a PSTN line, but also want to allow simple intra-office calling. In a pure keyswitch environment with three lines on each phone, an intra-office call between two employees would use up two of the lines, leaving only one line remaining for incoming or outgoing PSTN calls. In the hybrid model, each user would receive a unique extension in addition to the shared keyswitch lines, as shown in...

IIUC Exam Topics

Table I.1 lists the exam topics for the 640-460 IIUC exam. This table also lists the book parts in which each exam topic is covered. Describe the components of the Cisco Unified Communications Architecture Describe the function of the infrastructure in a UC environment Describe the function of endpoints in a UC environment Describe the function of the call processing agent in a Describe the function of messaging in a UC environment Describe the function of auto attendants and IVRs in a UC envi-...

Install the Software from the CD

The software installation process is fairly routine as compared with other software installation processes. To be complete, the following steps outline the installation Step 2. The software that automatically runs is the Cisco Press software to access and use all CD-based features, including the exam engine, viewing a PDF of this book, and viewing the CD-only appendixes. From the main menu, click the option to Install the Exam Engine. Step 3. Respond to prompt windows as with any typical...

Integrated Messaging

With Cisco Unity Express, a subscriber has the option of using the TUI, VoiceView Express, or their e-mail client to retrieve messages. Integrated messaging provides access to voice-mail messages via an e-mail client and allows a subscriber to treat voice-mail messages similarly to e-mail messages. Using an IMAP-capable e-mail client, a subscriber has the option of adding an IMAP e-mail account to their existing e-mail client. This allows the subscriber's e-mail client to access both the...

Interactive Voice Response Auto Attendant

IVR provides prompt and collect features, meaning it can play a recorded message to a user and request that the user press a key in response. These types of systems can be used to provide a variety of information to callers. For example, a bank could use an IVR system to provide balances or transfer options for callers through an automated system. The most popular use of IVR is an auto-attendant application. An auto attendant can allow callers to direct themselves to the correct person or...

Internet Low Bitrate Codec One Codec to Rule Them

The VoIP industry has long desired a compressed codec that can be as universally supported as G.711. Unfortunately, most of the existing compressed codecs are either proprietary in nature, do not deliver on quality requirements, or are unable to meet bandwidth demands. All of that is changing with the creation of the Internet Low Bitrate Codec (iLBC). iLBC was developed in 2000 as a nonproprietary, high-quality, bandwidth-savvy codec that industry-wide vendors could use when communicating...

Key Topic

CME_Voice(config) telephony-service CME_Voice(config-telephony) max-ephones < 1-30> Maximum phones to support CME_Voice(config-telephony) max-ephones 24 CME_Voice(config-telephony) max-dn < 1-150> Maximum directory numbers supported < cr> CME_Voice(config-telephony) max-dn 48 The max-ephones parameter configures the maximum number of IP phones the router will support, whereas the max-dn parameter specifies the maximum number of directory numbers. Note These parameters directly...

Keyswitch Model

Using a keyswitch model of configuration mirrors the TDM keyswitch environment, which provided shared numbers to the phones supported by the system. Figure 4.4 illustrates a keyswitch model design. x1001 x1001 x1001 x1002 x1002 x1002 x1003 x1003 x1003 Figure 4.4 Cisco Unified CME Keyswitch Model x1001 x1001 x1001 x1002 x1002 x1002 x1003 x1003 x1003 Figure 4.4 Cisco Unified CME Keyswitch Model The receptionist is not included in the design in Figure 4.4 because keyswitch environments typically...

Licensing and Models for Cisco Unified CME

Table 4.3 Cisco Unified Communications Manager Express Feature Licenses Table 4.3 Cisco Unified Communications Manager Express Feature Licenses Alas, all is not free in the world of IP telephony. To legally operate a Cisco Unified CME system, you must purchase three types of licenses IOS license The CME router must be licensed to run a version of Cisco IOS that is capable of supporting the CME software. Feature license The feature license (also known as seat license) grants the CME router the...

Live Reply and Live Record

The live reply feature allows a subscriber to use the received caller identification number (Automatic Number Identification ANI ) and place a phone call to that caller during voice-mail message playback. For example, assume that John Smith receives a voice mail from his business associate Bill at 404-555-1212. During the call, John decides to invoke the live reply feature and call Bill back. The live reply feature will use Bill's ANI or originating number (404-555-1212) and generate a call to...

Mailbox Login

Mailbox login enables a subscriber to log in to their mailbox from outside the office or away from their IP phone. For example, assume that John is out of the office and needs to check his voice mail. John can call his office number and wait until the call is delivered to Cisco Unity Express. Once he hears his greeting, he presses * and is prompted for his extension and password. John can then enter his credentials and have access to his subscriber mailbox to play back his voice-mail messages....

Mailbox Login Passwords and PINs

A password and PIN are associated with a user during the user creation in Cisco Unity Express or during an import of CME users. The system administrator has the option to generate a random value, leave the value blank, or specify a value for both the password and PIN. Both the system administrator and the user have the option of changing the password and PIN after the user has been created, as long as the change falls within the defined system defaults set by the administrator. Table 9.11 lists...

Mailbox Storage

Mailbox storage defines how much of the Cisco Unity Express storage space can be used to hold received messages. Cisco Unity Express breaks storage down into two categories overall storage space for Cisco Unity Express, and the space allocated on a per-user basis. The overall Cisco Unity Express storage space is defined in minutes of recorded voice and is determined by the hardware platform of Cisco Unity Express. For example, an NM-CUE has 6000 minutes of storage space available to the sum of...

Message Management and Playback

After a message has been left in a subscriber's mailbox or a GDM, the recipient has several options on how to treat the message. The following list summarizes these options. Play and restart Allows the subscriber to hear the message content and restart the playback from the beginning of the message at any time during playback. Fast forward and rewind Allow the subscriber to quickly move ahead or backward though a message by 3-second intervals. Skip Allows the subscriber to interrupt playback of...

Message Notifications User Level

After the administrator has enabled and configured message notification on a system-wide basis, all users that require this feature must be given permission to use this option. This requires that the administrator enable message notification for each user on a peruser and per-group basis. At the user level, Cisco Unity Express can be configured to call a phone number or send an e-mail to alert the subscriber of the received message. Each subscriber mailbox supports six device types that can be...

Message Types

Five message types can be found in a subscriber mailbox or GDM Broadcast message A message that is sent to all subscribers on the Cisco Unity Express and potentially all other Cisco Unity Express modules that have been networked together. To send a broadcast message, the subscriber must be a member of the broadcast group. Expired message A message that has been in a mailbox past the retention date. Cisco Unity Express will not delete this message, but will prompt the subscriber to delete or...

Message Waiting Indicator

A message waiting indicator (MWI) provides a mechanism to alert a subscriber that a new message has arrived in a mailbox. To provide this alert, Cisco Unity Express, in conjunction with Cisco Unified CME or Cisco Unified Communications Manager, uses both a red light (located on the handset of an IP phone) and a flashing envelope that appears in the phone display window next to the line button. When a new message arrives in a mailbox, Cisco Unity Express sends an alert to Cisco Unified CME or...

Network Troubleshooting with the CCA Tool

From time to time, a network will experience problems. The CCA tool provides the means for you to troubleshoot such problems. The tools available are found in one of three places within the CCA interface the Event Notification dialog box, the Health dialog box, or the Troubleshoot menu of the feature bar. Most commonly, your process of troubleshooting will take you to the Event Notification dialog box first. This dialog box is activated by clicking the Event Notification icon in the toolbar...

Operator Assistance

Operator assistance, also referred to as zero out, allows a caller to reach an operator while in voice mail. Cisco Unity Express provides a default system operator and a specific operator defined per mailbox. The specific operator is configured on an individual subscriber mailbox basis and is invoked when a caller is listening to the mailbox greeting. For example, a caller reaches John Smith's voice mail, hears John's alternate greeting, and realizes that John is on vacation. By pressing 0...

P

Packet voice DSP modules (PVDMs), 227 loss, 289-290 voice, converting, 218-221 paging PAM (pulse-amplitude modulation), 13 parameters, IP phones, 165-170 park slot command, 188 parking calls, 187-188, 190 PBX (private branch exchange) systems, 5, 23 permissions, Cisco Unity Express, 321322 personal settings, configuring, 349 PFO (power failover) feature, 440 physical voice characteristics, configuring, 249-258 PINs (personal identification numbers) PLAR (Private Line Automatic Ringdown),...

Unified Voice Using Call Manager Express

Chapter 3 Connecting IP Phones to the LAN Infrastructure Chapter 4 Installing Cisco Unified Communications Manager Express Chapter 5 Basic Cisco CME IP Phone Configuration Chapter 6 Configuring Cisco Unified CME Voice Productivity Features Connecting and Powering Cisco IP Phones To provide a centralized power system, the Cisco IP phones must receive their power from a centralized source using Power over Ethernet (PoE). This section discusses the different options for PoE and the selection...

Connecting via Gateways and Trunks

Chapter 7 Gateway and Trunk Concepts Chapter 8 Configuring and Verifying Gateways and Trunks The Process of Converting Voice to Packets This section discusses the Nyquist theorem as it relates to converting the audio coming into a telephone into a digital packet. Choosing a Voice Codec One of the key facts you'll need to know before deploying VoIP is how much network bandwidth the audio will use. This section discusses a variety of voice codec considerations along with the necessary bandwidth...

Voice Mail with Cisco Unity Express

Chapter 9 Cisco Unity Express Concepts Chapter 10 Cisco Unity Express Configuration What Is Cisco Unity Express This section introduces Cisco Unity Express. It discusses the hardware and software components that make up Cisco Unity Express and the role that Cisco Unity Express plays in Cisco Unified Communications solutions. Features and Functions of Cisco Unity Express Voice Mail This section describes the subscriber and caller voice-mail features that are available on the Cisco Unity Express...

PBX Model

Using a PBX model of configuration gives most of the IP phones in your system a unique extension number, as shown in Figure 4.3. Figure 4.3 Cisco Unified CME PBX Model Figure 4.3 Cisco Unified CME PBX Model In this model, users can dial each other using their own, unique extension numbers. To get an outside line to the PSTN, the user would first dial a 9 (or some other access code) and receive a second dial tone. A local receptionist or auto-attendant system running on the Cisco Unified CME...

Perspectives on Voice Before Convergence

No, not Voice over IP (VoIP) you're not there yet. Before you can enter that world, there is a foundation to be laid. The traditional telephony network has been in place since the early 1900s and it is not going to disappear overnight. Thus, until then, the new VoIP networks must integrate with traditional telephony networks. In order to perform this integration, you must have a basic understanding of the world of traditional voice telephony. This chapter walks...

Phone firmware information

The Cisco Unified CME router has been configured with the correct firmware information only for the Cisco 7940, 7960, 7970, and 7971 IP Phone models, so the XMLDefault.cnf.xml file displays only these firmware images. If you were to connect a Cisco IP phone to the network at this point, it would boot, retrieve the correct VLAN information, get its IP address, contact the TFTP server, and download the generic configuration and firmware files. If you were to look at one of these devices, the...

Powering the IP Phone Using a Power Patch Panel or Coupler

Many companies already have a significant investment in their switched network. To upgrade all switches to support PoE would be a significant expense. These organizations may choose to install intermediary devices, such as a patch panel, that are able to inject PoE on the line. The physical layout for this design is demonstrated in Figure 3.4. Figure 3.4 Design for Power Patch Panels or Inline Couplers Figure 3.4 Design for Power Patch Panels or Inline Couplers By using the power patch panel,...

Practical Scenario 2 Directing Operator Calls to the Receptionist

This practical scenario is fairly simple. The organization shown in Figure 8.13 would like to direct all calls to the operator number 0 to the receptionist at extension 5000. Because this is a universal transformation (you always want to change the dialed number 0 to 5000), you can accomplish this objective using the num-exp global configuration command, which is shown in Example 8.18. Example 8.18 Transforming Dialed Numbers Using num-exp Voice_RTR(config) voice-port 1 0 1...

Practical Scenario 3 Specific POTS Lines for Emergency Calls

As organizations move more to VoIP connections, they are finding cost-saving benefits by eliminating traditional telephony connections at remote offices in favor of centralizing all PSTN calls (and toll charges) at a central site. Figure 8.14 illustrates this type of network design. This type of call routing allows an organization to get higher call volume from a single location, which typically allows the organization to negotiate cheaper long-distance rates with its PSTN carrier. Note Some...

Preconfigured Basic Voice Platform

Built on top of the system's strong out-of-the-box foundation is a preconfigured phone switch with basic services. Without any configuration, a small business can be up and running with a basic phone system in minutes. Simply plugging in telephones and connecting a telephone line to the system's built-in FXO ports will provide a business with all that is necessary to make and receive calls. Even more impressive is the fact that the UC520's out-of-the-box phone configuration can provide basic...

Preconfigured Data Security and VPN Templates

The UC520 chassis, also known as the UC500 Series for Small Business, delivers tremendous value to small businesses right out of the box. The engineering might of an enterprise business is delivered to the small business by simply attaching the UC520 chassis to the small business's network. Many of the features found in enterprise class network equipment and the engineering know-how of large IT organizations have been rolled into this product out of the box. Starting with the system's delivery...

Preparing CCA for System Management

To begin managing the SBCS suite, the CCA must first be made aware of the environment in which it will be operating. The system needs to know what devices it will be working with and how the suite is set up. Upon starting the CCA application for the first time, you will be presented with the window and dialog box shown in Figure 12.2. At this point you are given the opportunity to create a new community or to connect to an existing community. The question you should ask yourself at this point...

Public Distribution Lists

A public distribution list is a collection of subscribers that is available to all Cisco Unity Express subscribers to use as a distribution list. For example, a public distribution list called everyone is created upon Cisco Unity Express installation. This public distribution list contains all Cisco Unity Express subscribers. Once a message is addressed to this public distribution list, all subscribers defined in Cisco Unity Express will be able to access the message. A public distribution list...

Q

QoS (quality of service), 222, 288-298 questions, final preparation tools, 469-471 Real-time Transport Control Protocol (RTCP), 227-229 Real-time Transport Protocol (RTP), 223, 227-229 bandwidth, calculating codecs, 222-225 voice, video, and data traffic, 289-291 restore factory default command, 403 router-based DHCP servers, IP phones, 92-93 call processing, 272-276 CME, configuring, 90 DHCP, configuring, 139-140 digit manipulation, 277-287 huntstop command, 151 ISR, 310 Requirements, Cisco...

Requirements for Voice Video and Data Traffic

The different traffic types that cross your network every day each have their own QoS requirements. Some of these requirements may be very loose the network would essentially need to fail for the application to stop working. Other requirements may be very tight, requiring high-speed connectivity with low delay for the application to work successfully. This section describes general goals for voice, video, and data. Tip There are a plethora of QoS software utilities available that will analyze...

Review All the Key Topics

Review the most important topics in the chapter, noted with the key topics icon in the outer margin of the page. Table 3.5 lists and describes these key topics and identifies the page number on which each is found. . ' ' ' Table 3.5 Key Topics for Chapter 3 . ' ' ' Table 3.5 Key Topics for Chapter 3 Protocol used by Cisco IP phones to negotiate PoE requirements with a Cisco switch Understanding the 802.3af Power over Ethernet standard Method used to deliver voice VLAN to Cisco IP phones...

Router Connected to a Trunk Port Routerona Stick

A router-on-a-stick enables you to route between VLANs using a single router interface connected to a switch trunk port, as shown in Figure 3.12. Figure 3.12 Inter-VLAN Routing Using a Single Router Interface Figure 3.12 Inter-VLAN Routing Using a Single Router Interface As you can see in Figure 3.12, the single, physical router interface that is connected to the switch is now configured with subinterfaces (in this case, FastEthernet 0 0.100 and FastEthernet 0 0.200). This tricks the router...

Sccp

SCCP (more often called Skinny), the only Cisco-proprietary protocol of the four signaling protocols, is used to control Cisco IP phones and other Cisco endpoint devices (such as the ATA 186 188). Skinny functions as a stimulus response protocol similar to MGCP. Any interaction with a Cisco IP phone (such as lifting the handset, dialing a digit, and so on) causes the IP phone to send Skinny messages to the call processing software, which then responds with a Skinny message instructing the...

Separate Ports per VLAN

Using the strategy of separate ports per VLAN, you can plug a router interface into each VLAN. The PCs on that VLAN will use the router port as their default gateway, as shown in Figure 3.11. Figure 3.11 Inter-VLAN Routing Using Separate Router Ports per VLAN Figure 3.11 Inter-VLAN Routing Using Separate Router Ports per VLAN This type of design was one of the first methods to route between VLANs. While effective at accomplishing this goal, you end up with an extremely high cost because each...

SIP Trunking on the UC520

The UC520 is capable of supporting SIP trunks for PSTN connectivity. SIP trunking is configured via the Voice dialog box, similar to configuring FXO ports as you did in the prior section. If you have ever had to configure SIP trunks with a PSTN carrier, you know that in many cases it can be challenging. Although SIP is a standard, the configuration from one carrier to the next can vary widely. From differences in authentication to methods for negotiating codecs, there is a long list of items...

Source IP Address Information

Before the Cisco Unified CME router can respond to the Cisco IP phones it is supporting, it must know what source IP address to use when communicating. This is specified using the command ip source-address from the telephony service configuration mode. Based on the network diagram shown earlier in Figure 4.1, the CME router should use the source IP address 172.16.1.1, which also acts as the default gateway for the Cisco IP phones in the network, as follows CME_Voice(config-telephony) ip...

Step 4 Add It All Together

When you have all the values from the first three steps, you can add them together in a final equation Total_Bandwidth Packet_Size * Packets_Per_Second Now remember, you're after the total bandwidth per call. So, first you need to add together the values from Steps 1-3 to form the packet size. For example, if you were using the G.729 codec with a 20-ms sample size over an Ethernet network, the packet size would be as follows + 20 bytes (voice payload) + 20 bytes (IP header) + 8 bytes (UDP...

Strategies for Exam Preparation

Strategies for exam preparation will vary depending on your existing skills, knowledge, and equipment available. Of course, the ideal exam preparation would consist of building a small voice lab with a Cisco Unified Communications Manager Express 2801 Integrated Services Router and Cisco Unity Express capabilities, a switch, and a few IP phones, which you could then use to work through the configurations as you read through this book. However, not everyone has access to this equipment, so the...