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Ask the Expert: Installing, Integrating, and Troubleshooting Cisco Unity Connection

 

Welcome to this Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about integrating Cisco Unity Connection into your environment and troubleshooting the many features that are available with the Cisco Unity Connection voicemail solution with expert Brad Magnani.

Cisco Unity Connection is a voicemail and unified messaging platform with a comprehensive feature set and is based on the Linux unified communications operating system. With Cisco Unity Connection, you can access and manage voice messages in variety of ways, using your email inbox, web browser, the Cisco Jabber messaging integration platform, Cisco Unified IP Phone, smartphone, tablet, and more. Cisco expert Brad Magnani will cover and answer all of your questions about Cisco Unity Connection.

Brad Magnani is currently a member of the Applications TAC team in Richardson, TX. He has attended Cisco Live and has provided mentorship and technical training in the Bangalore and Krakow TAC centers. His areas of expertise for the past six years have been Cisco Unity and Cisco Unity Connection. Brad also has experience troubleshooting and working with various voice products, including Cisco Unity, Cisco Unity Connection, Presence, Communications Manager, and Jabber. He graduated with a bachelor of science degree in applied networking and system administration from Rochester Institute of Technology. He has achieved certifications for Unity Support Specialist and CCNP-Voice.

Remember to use the rating system to let Brad know if you have received an adequate response. 

Because of the volume expected during this event, Brad might not be able to answer every question. Remember that you can continue the conversation in the Collaboration, Voice and Video community, under subcommunity Unified Communications Applications, shortly after the event. This event lasts through March 28, 2014. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

Hey Anthony,Long time no see!

Hey Anthony,

Long time no see!  Unfortunately it's been that way ever since 2.x... It would make sense that rules should get created in the disabled state until manually enabled.  It's probably a valid feature request for you to submit through the Cisco account channels with your business case attached.

 

Brad

38 REPLIES
New Member

Hello Brad,Thank you for

Hello Brad,

Thank you for covering this topic.  My question is, when I'm trying to export messages from Unity Connection using COBRAS, it fails to connect even though the port is open on the network.  Why is this happening? Please help.

Thank you.

Jackson

Cisco Employee

Hi Jackson,It's a common snag

Hi Jackson,

It's a common snag admins run into with COBRAS, but there can be several different causes.  The COBRAS import log would be a good place to start looking at what error you may be getting.  Next, I would double check the requirements for message exports in the COBRAS help: http://www.ciscounitytools.com/Applications/General/COBRAS/Help/COBRAS_Briefcase/COBRAS_Briefcase.htm#_Toc330199806

 

NOTE: Unrestricted versions of Connection (those that lack high encryption capabilities) cannot allow message exports using IMAP via COBRAS because the super user IMAP access needed by COBRAS for this works only over TLS/SSL which is not supported on unrestricted versions.  To get messages from an unrestricted version you need to use the /UseCUMI command line option which extracts messages via HTTP which is slower than IMAP but does not require the SSL support missing in unrestricted versions.

 

If you're not sure which version you're running, from the command prompt you can run "show cuc version" and it will tell you if you're running Unrestricted.  If you don't see it, it means you're running Restricted.

 

Hope that helps,

Brad

 

 

New Member

DearI have a CUC 8.6.2, i

Hello Brad

I have a CUC 8.6.2, i want to configure single inbox but i am confused in section of

"Determining which Exchange servers you want" we have Exchange 2013, but in unity connection i dont see any option for exchange 2013 only previous versions

 

Thanks

Cisco Employee

Hi Clark,First, make sure you

Hi Clark,

First, make sure you're running a compatible version of 8.6.2 that supports Exchange 2013 for Unified Messaging (8.6.2 SU3 and later): http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/requirements/8xcucsysreqs.html#wp351855

 

To answer your question, there's no selection for Exchange 2013, you just use the 2007/2010 drop down.

 

Hope that helps,

Brad

New Member

Hey Brad,Thanks for the reply

Hey Brad,

Thanks for the reply,

I am using the same version (8.6.2 SU3 ) , but on top of that you have mentioned that we can use a  previous version for exchnage  2013 servers no issues i will try to configure and post if i face any issues,

As in this scenario Exchange servers are coming in picture exchange administrators are asking how would will be mail flow hop-by-hop so is it possible for you to  explain me the mail flow, and also steps for troubleshooting to check things where things are going wrong

Cisco Employee

Hi Clark,Unified Messaging

Hi Clark,

Unified Messaging uses Microsoft's Exchange Web Services (EWS) protocol which operates over HTTP or HTTPS.  This is different than the Unity Enterprise version that ran on Windows that integrated with Exchange via MAPI.  UC sends messages directly into users' Exchange mailbox using this protocol.

There are a couple good Troubleshooting guides you can save:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/troubleshooting/guide/8xcuctsgx/8xcuctsg038.html

and

http://www.cisco.com/c/en/us/support/docs/unified-communications/unity-connection/116001-uc-singleinbox-00.html

 

Hope that helps,

Brad 

New Member

Dear Brad,I have freah

Dear Brad,

I have freah installed the unity connection 9.1 and integrated with AD successfully.

Now for every user it is not possible for me to teach them first time login setup such as recorded name first and last name, listing in directory services, etc etc,

Is it possible to do this in bulk ?? and also the user dont want to use his voice in recorded name he needs the system lady voice to speak for him.

 

Thanks

Cisco Employee

Hi Samuel, It sounds like

Hi Samuel,

 

It sounds like what you're looking for is covered by configuring user templates so that when you import users, the settings that you've pre-configured will get applied to the users. 

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/9x/user_mac/guide/9xcucmacx/9xcucmac070.html

With the user templates you can determine what features you want enabled/disabled/configured, etc. when you import users for the first time.  Keep in mind though that user templates only get applied upon initial import/creation.  Modifications to the template don't modify existing users.

 

If you've got users already configured that need changes made in bulk, you can bulk select users from the Users page and use the "Bulk Edit" button: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/9x/user_mac/guide/9xcucmacx/9xcucmac090.html#wp1049549

 

If a user already has recorded a recorded name, the only way to clear that would be to deleted and re-add the user.  Unfortunately setting the recorded name back to the default text-to-speech method isn't possible like resetting Greetings back to system default.

 

Hope that helps,

Brad

New Member

Dear BradThanks for the reply

Dear Brad

Thanks for the reply,

I have integrated with AD still i have not import them except for 2 or 3 users just for testing purpose,Now i am planning to import all so where i shld do the setting for text-to-speech for the user recorded name ???

also i shld removed the tick from the recorded name in  VOICEMAIL USER COS

 

Cisco Employee

It's the default, until users

It's the default, until users record their own recorded name, the system will attempt to read the user's name on it's own (sounds sort of like a robot).  Once a recorded name is recorded by the user, it will be used from that point onward unless you delete the user and re-import the user.  If you want to prevent users from recording a name, yes, uncheck the value in the Class of Service.


 

New Member

Dear Brad,please take your

Dear Brad,

please take your precious time to answer our question.

I want to know the  packet flow path from end user outlook new voice message to the outside domain such as gmail user. actually I want to know the where unity connection role is interacting with exchange,

And also the vice versa.(from internet to end user inbox )

Thanks

 

 

Cisco Employee

This can be a complex

This can be a complex question as there are more details needed.  You also mention gmail which is not supported as far as Unified Messaging is concerned.  UC is only supported for UM with Microsoft Exchange/Office 365 so I don't know if you realize that you may be asking a different question than you think (I speak to this below).  It would be best for you to explain your environment and/or where an end user may be located, and what they're trying to accomplish.

 

Let's talk about UM with Exchange since that's what we support.  From a UM perspective, when a user receives a voicemail, UC syncs that message out to Exchange using the EWS protocol.  That message arrives on the Exchange server and can be seen by the user's Outlook client or Outlook Web Access web page.  When that message is read/unread/deleted, that information is sent back to UC over the EWS subscription for that user.  UC then determines what action needs to be taken on the message (read/unread/delete) and then will perform it, then turn the light on/off on the phone.  There is a 1:1 mapping between the message in UC and the message sitting in your Exchange inbox.

 

Now, switching gears, If you're talking about gmail, you may be asking how do you get the message delivered to an external email address?  I'll assume that's what you're asking.  This is a different feature called "Accept and Relay" or "Relay" that you have the ability to use.  They are both explained here: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/user_mac/guide/8xcucmacx/8xcucmac040.html#wp1330388

 

This feature sends a copy of the voicemail to an SMTP smart host you have configured UC to point to that you have configured in your environment.  It's important to understand this is just a copy, so any action taken on the .wav file in gmail or yahoo, or whatever external email address it gets delivered to, will not reflect in UC.  This is not unified messaging which you may be getting confused with.

 

Hope that helps,

Brad

New Member

Dear Brad,

Dear Brad,

you took my question in different way,i will explore more.

 

As to send a voice message within an organization it uses a proxy smtp address for the user and it delivers, according to the link http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/9x/administration/guide/9xcucsa/9xcucsag175.html in section " Example Using IMAP and Cisco Unity Connection ViewMail for Microsoft Outlook 9.x"

 

suppose for example, if a corporate user clark@abc.com want to sends a mail to clark@gmail.com, so how will be voice message flow ??? Thanks

New Member

Dea Brad,when i add a new

Dea Brad,

when i add a new phone system by keeping the default "phone system"untouch the portgroup and ports are created successfully while configuring but when i do a test by the drop down box top right at the corner it pop-up with the error there are no ports for the "phone system" phone system,

rather pointing to the newly created it is pointing to he default phone system,

why it is pointing to the default though i have selected appropriate (new) phone system while creating the portgroup and ports

Cisco Employee

Hi,If I'm understanding your

Hi,

If I'm understanding your issue correctly, you have 2 phone systems include the default "phone system" created.  When you're on the Phone Systems page and you click "Check Telephony Configuration" you get failures for the default "phone system" integration because you don't have any ports assigned to it.

 

That Check Telephony Configuration appears to do a check on all phone systems that are present, regardless if they're being used or not.  Selecting a phone system and running the test doesn't run it on the selected phone system.  So you can just ignore the errors for the default phone system if you don't have any ports assigned to it.

 

Hope that helps,

Brad

Cisco Employee

The link you refer to is

The link you refer to is specifically talking about message flow when having an IMAP account created in Outlook pointing to UC for voice mail access and having VMO (Viewmail for Outlook) plug-in installed in Outlook, which is a very specific scenario that this section discusses, not related to Unified Messaging or the scenario you're talking about above.  You'll need to clarify what you plan on having configured first before trying to understand the flow of messages. 

Are you configuring UM and you want to know how a corporate user sends a voicemail to a non-corporate gmail account?

Are you going to have users who all have VMO plug-in installed in Outlook or without?

Are you configuring all user's Outlook clients with a separate IMAP account pointing to UC?

 

New Member

Dear Brad,I want to do pure

Dear Brad,

I want to do pure Unified messaging.

I just showed a link example  how the packet flow is shown for IMAP account created in outlook pointiing to UC, as the equivalent explanation i need from you for the unified messaging.

Are you configuring UM and you want to know how a corporate user sends a voicemail to non-corporate gmail account?  also to corporate users --

yes

Are you going to have users who all have VMO plug-in installed in Outlook or without?

yes i want all users with VMO, but i want to know what i will loose when VMO is not installed.

 

Are you configuring all user's Outlook clients with a separate IMAP account pointing to UC?

NO  i dont want this procedure as this is for IMAP creating a additonal account in outlook.

 

Thanks

 

Thanks

Cisco Employee

Clark,The release notes for

Clark,

The release notes for VMO show in this matrix what you will "lose" if you don't install VMO: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/vmo/release/notes/902cucvmorn.html#wp253514

An important piece of information to understand is that if you have VMO installed, delivery path as far as voice messages are concerned are going to be sent through UC.  If you don't have VMO installed, your Outlook client is relying on the Exchange server to do all of the message routing. 

With VMO installed:

If a user with VMO installed sends a new message to another corporate user, VMO sends it to UC, UC then makes sure it's able to recognize the sender and receiver and if it has a match, it delivers the message locally to the UC database, lights the MWI, then syncs it out to Exchange via unified messaging over the EWS protocol. 

To answer your question about sending a message off-net, if a user with VMO tries sending a message to a non-corporate user (gmail, etc.) once the message is sent from VMO to UC, UC recognizes the recipient does not map to anything in its database. UC either relays the message to the SMTP smart host (you must configure this), or sends an NDR to the sender, depending on the option selected for the "When a Recipient Cannot be Found" setting on the System Settings > General Configuration page in Connection Administration. By default, Connection sends an NDR.

 

Without VMO installed:

When a user replies to or forwards a Connection voice message, the reply or forward also is treated like an email, even if the user attaches a .wav file. Message routing is handled by Exchange, not by Connection, so the message is never sent to the Connection mailbox for the recipient

 

Hope that helps,

Brad

 

 

New Member

Dear BradIt's the default,

Dear Brad

It's the default, until users record their own recorded name, the system will attempt to read the user's name on it's own (sounds sort of like a robot).

so according to your answer with the tick in COS also the system will attempt to read the username???

but unluckily it is not happening like that with me, when user setup first time system waits for the first and last name to be pronounced by the user it doenst move further.

 

Thanks

 

Cisco Employee

If you want to prevent users

If you want to prevent users from being able to ever record a recorded name, you just need to uncheck the box in the Class of Service "Allow User to Record Name".  When you go through self enrollment, the conversation skips the requirement of recording a name and proceeds to ask them to record a greeting.

 

There's also another Advanced setting you'll want to make sure is unchecked:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/gui_reference/guide/8xcucgrgx/8xcucgrg110.html#wp1168437

 

System Settings>Advanced>Conversations "Require Users to Record Names at Enrollment"

 

With this option unchecked, the conversation says "to continue without a recorded name press #" so it does let the users proceed past it without recording one if they don't want to.

 

Hope that helps,

Brad

 

New Member

Brad, adding on to my

Hello Brad, adding on to this question.  What is not backed up in COBRAS?  

Cisco Employee

Hi Henry, The COBRAS help

Hi Henry,

 

The COBRAS help document outlines everything it does not back up:

http://www.ciscounitytools.com/Applications/General/COBRAS/Help/COBRAS_Briefcase/COBRAS_Briefcase.htm#_Toc330199745

 

Hope that helps,

Brad

Hall of Fame Super Red

Hey Brad, Hope life is

Hey Brad,

 

Hope life is treating you well my friend! I know you probably don't want to hear from a Flames fan after the sad collapse of your beloved Stars last Friday night laugh (sorry couldn't resist!)

 

Thanks for taking the time out of your busy schedule to help address these questions!

 

With Unity Connection there seems to be a parallel path to the CUCM "Jump upgrade" process described here;

 

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/9x/upgrade/guide/9xcucrugx/9xcucrug025.html

 

I have not seen many people comment on using this approach for their upgrades. Do you have any comments or gotchas??

 

Cheers!

Rob

Cisco Employee

Mr. Rob...I knew it would

Mr. Rob...

I knew it would only be a matter of time before you said something - I don't want to talk about it!  It was horrible to watch.  Toothless Cammalleri came up big for you guys.

 

I'm assuming you're referring to the overall move from MCS to virtual and not the "jump" upgrade to 7.1.3?  I haven't seen many issues with the move to virtual during these migrations.  Most customers have realized how flexible COBRAS is and understand it may not extract all data, but the data it gets is sufficient to be able to do away with restoring a DRS.  Most of the issues that we see are related to a migration from an old version (7.x mainly) that had existing corruption (usually some sort of DB anomoly or defect) which carries over and causes problems.  As far as the migration, my experience is that they go pretty smoothly.

 

Hope that helps,

Brad

Hall of Fame Super Red

Thanks Brad, You are most

Thanks Brad,

 

You are most correct! The CUCM "Jump" upgrade does allow a supported version to be built on VM and then use DRS from MCS to migrate data then upgrade to desired 9.x version. The thing that I hadn't seen until recently was the "support" for the 7.x/8.x build on VM (as a temporary first step)  in relation to Unity Connection so this was somewhat new news for me :)

 

So, in your experience you are finding that the majority of users prefer to use COBRAS rather than this migration method. I will have to do some serious studying on this as well!

 

Thanks again!

 

Cheers!

Rob

 

PS: when you feel bad about that game just look in the standings laugh

New Member

Hi Brad,I get the error "The

Hi Brad,

I get the error "The periodic task com.cisco.unity.UmssSysAgentTasks.MonitorSystemMailboxesTask generated either an error or warning alert" nightly. Is there a way to automatically purge undeliverable messages? If not, how would I do this manually?

Cisco Employee

Hi,Which version of UC?  You

Hi,

Which version of UC?  You can first check under Tools>Task Management in Connection Administration and click the "Monitor System Mailboxes" task and you should see a history of all the task run results.  If you click them you should get more information as to what may be failing (undeliverablemessagesmailbox, UnityConnection, operator).  It may just be a matter of you logging into those mailboxes and clearing out old messages.

 

Hope that helps,

Brad

New Member

Hi Brad,I received this input

Hi Brad,

I received this input from that command. It's in the undeliverable messages mailbox. How would I delete those messages without setting up a phone? There is no way to auto purge?

 

Matt

Cisco Employee

Hi Matt,By default the system

Hi Matt,

By default the system accounts exist in the "system" class of service which has IMAP and web inbox enabled.  The quickest way would be to login to https:\\yourucserver\inbox and login as undeliverablemessagesmailbox with the configured Web Application password for the account.  The other option is you can create an IMAP account in Outlook and point it at UC and login that way.  If you're not sure what the password is (only used for situations like this) set the "Web Application" password dropdown on the undeliverablemessagesmailbox user under Edit>Change password.

 

Hope that helps,

Brad

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