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Configuring Cisco Unified Communications Manager and Unity Connection: A Step-by-Step Guide, 2nd Edition

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Configuring Cisco Unified Communications Manager and Unity Connection: A Step-by-Step Guide, 2nd Edition


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  • Copyright 2011
  • Dimensions: 7-3/8" x 9-1/8"
  • Pages: 704
  • Edition: 2nd
  • Book
  • ISBN-10: 1-58714-226-0
  • ISBN-13: 978-1-58714-226-0

The definitive, up-to-date guide to planning, configuring, and administering Cisco call processing and voice messaging.

This book brings together all the hands-on knowledge you need to successfully configure and administer Cisco’s flagship IP voice systems, including Cisco Unified Communications Manager (CUCM), Unity, and Unity Connection. Fully updated for the new CUCM, Unity, and Unity Connection, version 8, it presents step-by-step procedures for every common and complex task that installers, integrators, and administrators will encounter.

Long-time Cisco voice implementer and instructor David Bateman begins with clear, well-organized explanations of Cisco Voice over IP technology, including its key functions and devices. Next, he guides you through preparation and deployment, including configuring CUCM for maximum performance, removing DNS dependencies, defining enterprise parameters, configuring regions, and enforcing security.

The author presents quick access, step-by-step solutions for dozens of post-deployment tasks, each with thorough instructions and cross-references to prerequisite tasks wherever needed. He demonstrates how to integrate features to create more powerful IP voice systems, thoroughly introduces Cisco’s new management interface, and provides extensive coverage of the latest feature enhancements.

David Bateman is a certified Cisco instructor, CCNA, and director of curriculum development for Skyline-ATS. He has 20+ years of internetworking experience, including more than a decade as a senior LAN/WAN engineer in networks serving up to 5,000 users. He then ran the business operations of a technical services company while maintaining his existing networking client base. David has taught and implemented Cisco voice technologies since 2000. He authored this book’s first edition, and co-authored CCNA Voice Exam Cram.  

  • Establish a foundation for CUCM: configure services, set enterprise parameters, register devices, and more
  • Add gateways and client devices
  • Create dial plans, including route patterns, route lists, route groups, CTI route points, translation patterns, and route filters
  • Configure Class of Service (CoS) and Call Admission Control
  • Implement IP phone service, media resources, and Extension Mobility
  • Prepare to deploy Unity/Connection: verify integration; define system parameters; and create templates, distribution lists, and CoS
  • Add, import, and manage users
  • Make the most of Unity/Connection call management, from basic auto-attendant to advanced routing rules and audio-text
  • Integrate legacy voicemail systems
  • Master Unity/Connection’s key administrative tools and utilities
  • Use time-of-day routing, call queuing, and other advanced features

This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.

Sample Content

Online Sample Chapter

Cisco Unified Communications Manager and Unity Connection: Configuring Class of Service and Call Admission Control

Sample Pages

Download the sample pages (includes Chapter 5 and Index)

Table of Contents

Part I Communications Manager Configuration

Chapter 1 CUCM and Unity Connection Overview 1

    Ensuring a Reliable Foundation 2

        Infrastructure Overview 3

        Inline Power 4

        Voice VLANs 4

        CDP Support 4

        Voice Gateways 4

        Creating a Reliable VoIP Infrastructure 5

    Communications Manager Overview 7

        Defining Communications Manager Components 8

        Communications Manager Business Edition 10

        Communications Manager Devices 10

        Phones 11

        Gateways Overview 12

        Gatekeepers 14

        Media Resources 15

        Conference Bridge (CFB) 15

        Transcoders 16

        MoH 16

        Annunciator 16

        Understanding Communications Manager Deployment Models 17

        Single-Site 17

        Multisite WAN with Centralized Call Processing 17

        Multisite WAN with Distributed Call Processing 17

        Route Plan Overview 18

        Typical Call Flow 19

        Wildcards 20

        Calling Privileges 21

    Unified Messaging Overview 22

        Software Architecture 23

        Unity Software Architecture 23

        Unity Connection Architecture 25

        Following the Call Flow 25

        Exploring Call Handlers 26

        Defining Various Types of Users 29

        Unity Connection Users 29

        Unity Subscribers 30

        User Parameters 31

        Networking Overview 33

        Unity Networking 33

        Unity Connection Networking 35

    Securing the Environment 35

        Securing the Operating System 35

        Communications Manager Security Issues 36

        Unity Security Issues 38

    Summary 39

Chapter 2 Preparing CUCM for Deployment 41

    Configuring Communications Manager for Maximum Performance 41

        Activating Communications Manager Services 42

    Configuring Communications Manager’s Enterprise Settings 43

        Removing DNS Dependencies 48

        Defining Enterprise Parameters 50

        General Parameters 50

        Communications Manager Administrator Parameters 52

        CCMUser Parameters 53

        CDR Parameters 55

        Localization Parameters 55

        Multi-Level Precedence and Pre-Emption (MLPP) Parameters 55

        Security Parameters 56

        Prepare Cluster for Roll Back 57

        Phone URL Parameters and Secured Phone URL Parameters 57

        User Search Parameters 58

        CCM Web Services Parameters 59

        Trace Parameters 59

        User Management Parameters 60

        Service Manager TCP Ports Parameters 60

        CRS Application Parameters 60

        Cluster Domain Configuration 60

        Denial-of-Service Protection 60

        TLS Handshake Timer 60

        Cisco Support Use 60

        IPv6 Configuration Modes 60

        Cisco Syslog Agent 61

        CUCReports Parameters 61

        Logical Partitioning Configuration 61

    Preparing Communications Manager for Device Registration 62

        Device Pools 62

        Common Device Configuration 66

        Creating Communications Manager Groups 66

        Defining Date/Time Groups 69

        Configuring Regions 70

        Building Device Pools 72

    Summary 75

Chapter 3 Deploying Devices 77

    Adding Clients 78

        Defining Device Settings 78

        Phone Button Templates 78

        Softkey Template 80

        Device Defaults 83

        Adding Phones 84

        Autoregistration 86

        Manually Adding Phones 89

        Add a Line to a Phone 99

        Using BAT to Add Devices 106

        Activating the BAT Service 107

        BAT CSV and Template Overview 108

        Creating a CSV File for BAT 110

        Adding Phones Using BAT 113

        Adding Phones Using TAPS 118

    Adding Gateways 119

        Adding H.323 Gateways 119

        Device Information 121

        Call Routing Information—Inbound Calls 123

        Call Routing Information—Outbound Calls 124

        Geolocation 125

        Intercompany Media Engine 126

        Incoming Calling/Called Party Settings 126

        Adding MGCP Gateways 126

        Adding IOS MCGP Gateways 127

        Adding Non-IOS MGCP Gateways 132

        Adding Intercluster Trunks 143

        Device Information 144

        Call Routing Information—Inbound Calls 147

        Call Routing Information—Outbound Calls 147

        Remote Cisco Communications Manager Information 149

        UUIE Configuration 149

        Geolocation Configuration 149

    Summary 150

Chapter 4 Implementing a Route Plan 151

    Understanding Call Flow 152

    Understanding Route Groups and Route Lists 154

        Creating Route Groups 157

        Creating a Route List 158

    Understanding Route Patterns 163

        Creating Basic Route Patterns 166

        Using Pattern Wildcards to Create a Basic Dial Plan 171

    Advanced Route Plan Components and Behavior 173

        Creating Route Filters 174

        Creating Translation Patterns 179

        Creating CTI Route Points 183

        Adding a Line to a CTI Route Point 185

        Directory Number Information 185

        Directory Number Settings 186

        AAR Settings 187

        Call Forward and Pickup Settings 187

        Park Monitoring 189

        MLPP Alternate Party Settings 189

        Line Settings for All Devices 190

        Line Settings for This Device 190

        Multiple Call / Call-Waiting Settings 190

        Forwarded Call Information Display 191

    Summary 191

Chapter 5 Configuring Class of Service and Call Admission Control 193

    Rights and Restrictions 193

        Understanding Call Search Spaces and Partitions 193

        Creating Calling Search Spaces and Partitions 202

        Applying Calling Search Spaces and Partitions 205

        Assigning a CSS to a Phone 206

        Assigning a CSS to a Line 206

        Assigning a CSS to a Gateway or Trunk 207

        Assigning a Partition to a Line (Directory Number) 209

        Assigning a Partition to a Pattern 210

    Implementing Call Admission Control 211

        Configuring CAC for a Distributed Deployment 211

        Configuring a Gatekeeper 213

        Configuring a Gatekeeper-Controlled Trunk 215

        Call Routing Information—Outbound Calls 219

        Gatekeeper Information 220

        Configuring CAC for a Centralized Deployment 221

        Creating Locations 221

        Assigning a Location to Devices 223

    Special Services Configuration 224

        Special Services Overview 224

        Configuring Special Services Route Patterns 225

    Summary 229

Chapter 6 Configuring CUCM Features and Services 231

    Configuring Features 231

        Creating Call Pickup Groups 231

        Add a Call Pickup Number 232

        Assign a Call Pickup Group to a Line 234

        Creating Meet-Me Patterns 235

        Creating Call Park Numbers 237

        Creating Directed Call Park Numbers 239

        Creating Intercoms 240

        Creating Intercom Partitions 241

        Intercom Calling Search Spaces 241

        Creating Intercom Numbers 241

        Assigning an Intercom DN to a Phone 242

        Creating Forced Authorization Codes 244

        Create a Forced Authorization Code 244

        Assign a Forced Authorization Code to a Route Pattern 245

        Configuring Client Matter Codes 246

        Create a Client Matter Code 246

        Assign a Client Matter Code to a Route Pattern 247

        Configuring Voice Ports and Profiles 248

    Creating Users 259

    Configuring Advanced Services 262

        Implementing Advanced Features 263

        Configuring IP Phone Services 263

        Extension Mobility 265

    Creating and Managing Media Resources 273

        Configuring an MOH Server 273

        Assign an MOH Audio Source to a Phone 276

        Creating Conference Bridges 276

        Configuring MTPs 279

        Creating Transcoders 279

        Configuring Annunciators 281

        Media Resource Management 282

        Assign a Media Resource Group List to a Phone 285

        Assign a Media Resource Group List to a Device Pool 286

    Configuring Remote Site Failover 286

        SRST Overview 287

        Configuring SRST 287

        Creating an SRST Reference to a Device Pool 288

        Assign an SRST Reference to a Device Pool 290

        Configuring AAR 290

        Creating an AAR Group 291

        Assign an AAR Group to a Line 292

    Summary 294

Part II Messaging Configuration

Chapter 7 Unity Predeployment Tasks 295

    Accessing and Navigating Unity Administrator 296

    Accessing and Navigating Unity Connection Administrator 301

    Unity Integration Verification 304

        Communications Manager Integration 305

        Voicemail Port Configuration 305

        Unity Telephony Integration Manager (Communications Manager) 307

        SIP Integration 311

        SIP Configuration 311

        Unity Telephony Integration Manager (SIP) 312

        PIMG/TIMG Integration 315

        PIMG/TIMG Configuration 315

        Unity Telephony Integration Manager (PIMG/TIMG) 315

    Defining Unity System Configuration 317

        Creating Schedules and Holidays 318

        View and Change a Schedule 319

        Add a Schedule 320

        Define a Default Schedule 320

        Add a Holiday 321

        Modify or Delete a Holiday 322

        Defining Configuration Settings 322

        Settings 322

        Software Versions 326

        Recordings 326

        Contacts 328

        Phone Languages 328

        GUI Languages 330

        Message Security 330

        Message Subjects 330

        Configuring Authentication Settings 331

        Configuring Ports 332

    Configuring Unity System Access and Policies 334

        Defining Account Polices 334

        Configuring Class of Service 337

        Adding a CoS 337

        Modifying a CoS 338

    Creating and Managing Unity Public Distribution Lists 347

        Creating Public Distribution Lists 347

        Managing PDL Members 350

    Unity Connection Integration Verification 351

        Communications Manager Integration 351

    Defining Unity Connection System Configuration 354

        Defining General Configuration 355

        Defining Mailbox Quotas 358

        Configuring Message Aging Policy 359

        Creating Schedules and Holidays 361

        View and Change a Schedule 361

    Configuring Unity Connection System Access and Policies 363

        Configuring Authentication Rules 363

        Configuring Restriction Tables 366

        Configuring CoS 368

        Understanding Roles 371

        Defining the Dial Plan 372

    Summary 375

Chapter 8 User/Subscriber Reference 377

    Defining Various Types of Subscribers 377

        Exchange 378

        Networked Subscribers 378

    Unity Connection Users 378

    Creating Users 378

    Exploring Templates 379

        Creating Unity Subscriber Templates 381

        Configuring Subscriber Template Profile Settings 384

        Configuring Subscriber Template Account Settings 386

        Configuring Subscriber Template Passwords Settings 386

        Configuring Subscriber Template Conversation 388

        Configuring Subscriber Template Call Transfer 394

        Configuring Subscriber Template Greetings 398

        Configuring Subscriber Template Caller Input 402

        Configuring Subscriber Template Messages Settings 405

        Configuring Subscriber Template Distribution Lists Settings 407

        Configuring Subscriber Template Message Notification Settings 408

        Configuring Subscriber Feature Settings 412

        Creating New Unity Subscribers 414

        Importing Unity Subscribers 417

        Creating Unity Connection User Templates 420

        Configuring User Template Basics Settings 424

        Configuring Password Settings 426

        Configuring Template Passwords 427

        Configuring Roles 427

        Configuring User Template Transfer Rules 427

        Configuring User Template Messages Settings 430

        Configuring User Template Message Actions 432

        Configuring User Template Caller Input 434

        Configuring User Template Mailbox Settings 435

        Configuring User Template Phone Menu 437

        Configuring User Template Playback Message Settings 439

        Configuring User Template Send Message Settings 442

        Configuring User Template Greetings 444

        Configuring User Template Post-Greeting Recording 446

        Configuring User Template Message Notification Settings 447

        Creating New Unity Connection Users 451

        Importing Unity Connection Users 454

        Unity Connection Contacts 456

        Creating Unity Connection Contact Templates 456

        Creating Unity Connection Contacts 457

    Managing Users 460

        Managing User Access 460

        Unlocking an Account 460

        Resetting Passwords 461

        Changing a Subscriber’s Extension 462

        Changing a Subscriber’s CoS 463

        Granting Access to Licensed Features (FaxMail, Text-to-Speech, CPCA) 463

        Granting Additional System Access Rights 465

        Managing Call Transfer and Greetings 466

        Allowing Screening and Hold Options 466

        Changing Maximum Greeting Length 467

        Enabling and Disabling Greetings 468

        Modifying Caller Input Options 469

        Managing Message Access, Notification, and Indication 472

        Allowing Subscribers to Send to Distribution Lists 473

        Allowing Messages Deleted from the Phone to Be Saved in the Deleted Items Folder 474

        Enabling Live Reply for a Subscriber 474

        Creating Private Lists 475

        Configuring Message Notification 476

        Adding Alternate Extensions 480

        Adding Alternate Names 482

        Assigning External Service Accounts (Unity Connection Only) 483

        Add SMTP Proxy Addresses (Unity Connection Only) 483

        Changing Maximum Outside Caller Message Length 484

        Adjusting Urgent Message Marking 484

        Enable MWI on Another Extension 485

        Adding and Removing Users from a Distribution List 486

        Conversation Management Settings 487

        Changing Menus from Full to Brief 487

        Changing How a User Searches for Other Users 488

        Changing What Message Count Is Played to a User 489

        Changing the Order in Which Messages Are Played 490

        Changing What Header Information Is Heard While Listening to Messages 492

    Summary 493

Chapter 9 Call Management 495

    Understanding Call Flow 495

        Call Flow Architecture 496

        Call Handler Overview 497

    Creating Basic Call-Routing Systems 499

        Call Handlers 500

        Creating and Configuring Unity Call Handlers 500

        Configuring Unity Call Handlers 502

        Profile Settings 502

        Call Transfer Settings 504

        Greetings Settings 507

        Configuring Call Handler Caller Input Settings 510

        Configuring Call Handler Messages Settings 513

        Creating and Configuring Unity Connection Call Handlers 514

        Configuring Unity Connection Call Handlers 516

        Configuring Call Handler Basics Settings 517

        Configuring Call Handler Transfer Rules 518

        Configuring Call Handler Caller Input 520

        Configuring Call Handler Greetings 522

        Configuring Call Handler Post-Greeting Recording 525

        Configuring Call Handler Messages Settings 525

        Configuring Call Handler Owners 526

        Directory Handlers 527

        Configuring Unity Directory Handlers 528

        Directory Handler Search Options Settings 529

        Directory Handler Match List Options Settings 531

        Directory Handler Caller Input Settings 533

        Configuring Unity Connection Directory Handlers 534

        Unity Connection Directory Handler Greeting 539

        Configuring Auto-Attendant 540

    Creating Advanced Call-Routing Systems 542

        Using Interview Handlers 543

        Creating and Configuring Interview Handlers in Unity 543

        Creating and Configuring Interview Handlers in Unity Connection 546

        Creating an Audio Text Application 549

        Remotely Managing Call Handlers 551

        Configuring Call Routing 552

        Creating and Configuring a Call Routing Rule in Unity 553

        Creating and Configuring a Call Routing Rule in Unity Connection 557

        Managing Restriction Tables 560

        Configuring Unity Restriction Tables 561

        Configuring Unity Connection Restriction Tables 563

    Summary 565

Chapter 10 Implementing Unity Networking 567

    Unity Networking Overview 567

        Networking Components 568

        Locations 568

        Message Addressing 568

        Network Subscribers 568

        Voice Connector 568

    Interoperability Gateway 569

        Schema Extensions 569

        Unity-to-Unity Networking Overview 569

        Unity–to–Legacy Voicemail Networking Overview 570

    Unity Networking Configuration 571

    Defining Digital Networking 571

        Unity to Non-Unity Networking Concepts 577

    Defining AMIS Networking 577

        Defining VPIM Networking 578

        Defining Bridge Networking 580

    Unity Connection Networking Overview 581

    Networking Unity Connection to Unity Connection 582

    Networking Unity Connection to Unity 583

    Networking Unity Connection to Other Systems 585

    Summary 586

Chapter 11 Exploring Unity/Connection Tools 587

    Using Unity Tools 587

        Unity Web-Based Tools 587

        Monitoring 588

        Reports 592

        Subscriber Reports 593

        System Reports 595

        Using Advanced Tools 599

        Administration Tools 600

        Audio Management Tools 608

        Diagnostic Tools 609

        Reporting Tools 612

        Switch Integration Tools 613

    Using Unity Connection Tools 614

        Unity Connection Administration Tools 614

        Task Management 615

        Bulk Administration Tool 616

        Custom Keypad Mapping 617

        Migration Utilities 618

        Grammar Statistics 618

        SMTP Address Search 619

        Show Dependencies 619

        Unity Connection Reports 619

        Phone Interface Failed Logon Report 622

        Users Report 622

        Message Traffic Report 622

        Port Activity Report 622

        Mailbox Store Report 622

        Dial Plan Report 623

        Dial Search Scope Report 623

        User Phone Login and MWI Report 623

        User Message Activity Report 623

        Distribution Lists Report 623

        User Lockout Report 623

        Unused Voice Mail Accounts Report 624

        Transfer Call Billing Report 624

        Outcall Billing Detail Report 624

        Outcall Billing Summary Report 624

        Call Handler Traffic Report 624

        System Configuration Report 625

        SpeechView Activity Report By User 625

        SpeechView Activity Summary Report 625

    Summary 626

Part III Leveraging the Power of Communications Manager and Unity

Chapter 12 Maximizing CUCM and Unity/Connection 627

    Advanced Communications Manager Features 627

        Configuring Administrative Rights 627

        Time-of-Day Routing 631

        Creating a Time Period 632

        Creating a Time Schedule 633

        Assigning a Time Schedule to a Partition 634

        Hunt List 635

        Creating a Line Group 635

        Creating a Hunt List 637

        Creating Hunt Pilots 639

    Advanced Unity/Unity Connection Features 642

        Enabling Call Queuing 642

        Configuring Destination Call Screening 643

    Unique Solutions 644

        Enhanced Vacation Schedules 644

        Configuring Unity/Connection as a Meet-Me Conference Manager 647

        Managing Multilocation Overlapping Extensions 648

    Summary 649

Appendix Additional Reference Resources 651

TOC, 4/4/2011, 9781587142260


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  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020