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Voice-mail ports must be configured in both CUCM and Cisco Unity. The number of ports
needed depends on system load and on the number of subscribers. The name of the voicemail
ports configured in CUCM must match the CallManager Device Name Prefix
parameter configured on Cisco Unity.
MWI On and Off codes must be configured on both CUCM and Cisco Unity. These MWI
on and off codes must be identically configured. The MWI On and Off codes are extension
numbers that phones should not be able to dial. It is best practice to create a Unity_MWI
partition for these numbers. The CSS applied to the Cisco Unity ports needs to have
accessibility to these partitions to turn the MWI of the phone on and off (as needed).
A voice-mail profile is configured in CUCM and associated with each phone DN that will
have voice mail. The voice-mail profile refers to a voice-mail pilot, which is configured
with the phone number of the hunt pilot. The hunt pilot points to a hunt list, which includes
a line group that consists of the DNs of the individual voice-mail ports. This is used to
distribute calls among the various voice-mail ports in the system. Call coverage is covered
in detail in Chapter 14, “Call Coverage.”
468 Chapter 18: Voice-Mail System Integration
The following CUCM and Cisco Unity configuration elements are required for Cisco
Unity:
■ IP phone: The IP phone is configured with a line CSS that can dial the voice-mail pilot
point. The DN is configured with a voice-mail profile.
■ Voice-mail profile: A voice-mail profile refers to a voice-mail pilot. The voice-mail
pilot has a CSS, which allows it to dial the partition that the voice-mail ports are in.
The CSS will also need to dial the MWI On and Off codes. If the Message Notification
feature of Cisco Unity will be used, Cisco Unity might need to dial long-distance
numbers to alert roaming users that they have a new voice mail. The CEO may want
all urgent voice mails to ring their cell phone (which might have a long-distance
number).
■ Voice-mail pilot: A voice-mail pilot must be configured. The voice-mail pilot is
configured the same as a hunt pilot number. The hunt pilot is leveraged so that calls
to the hunt pilot can be distributed to multiple voice-mail ports.
■ Hunt pilot: A hunt pilot is configured with the same number as the voice-mail
pilot. The voice-mail pilot point is normally a DID number from the public switched
telephone network (PSTN) to allow roaming users access to voice mail over the PSTN.
■ Hunt list: A hunt list is configured with one or more line groups to distribute voicemail
calls to multiple voice-mail ports.
■ Line group: A line group is configured to distribute voice-mail calls. The line group
includes all voice-mail port DNs. Multiple line groups are used in a Cisco Unity
failover model. Failover is not covered in this text.
■ Voice-mail port: Voice-mail ports must be configured. The number of voice-mail ports
configured depends on the licensed number of ports in Cisco Unity. Each voice-mail
port has a unique DN associated to it. The DNs of all voice-mail ports are in partitions
that only the voice-mail pilot/hunt pilot has access to. Users should dial the voice-mail
pilot point, not voice-mail ports. The voice-mail ports do not need to use DID numbers
because only the voice-mail pilot will be dialing the voice-mail ports.
Figure 18-6 illustrates the processing order taken when a user presses the Voice Mail button
on a phone to retrieve voice mail.
Configuration for Cisco Unity Integration 469
Figure 18-6 Calls to Voice Mail
When the user of the IP phone presses the Voice Mail button of the IP phone, the following
processing in CUCM occurs:
1. The voice-mail profile configured for the first line is used if the Voice Mail button is
pressed without selecting a line before pressing the button. If a line was selected and
then the Voice Mail button was pressed, the voice-mail profile configured at that line is
used. In Figure 18-6, there is only one line. After the Voice Mail button is pressed,
voice-mail profile VM-1 is used for the call to the voice-mail system.
2. Voice-mail profile VM-1 refers to voice-mail pilot 8800 with CSS To_VM_css.
3. A call to number 8800 is generated, and the CSS used for the call routing decision is
To_VM_css.
4. Hunt pilot 8800 is found in the call-routing table in partition VM.
5. The hunt pilot refers to hunt list VM-HL. Line group VM-LG is the only member of
hunt list VM-HL. The first available member of line group VM-LG is 8801 in partition
VM-Ports.
6. The call is sent to the voice-mail system through the voice-mail port with DN 8801 in
partition VM-Ports.
U
VM Port VM-VI4:
VM Button VM Profile VM-1:
VM Pilot/CSS:
8800/To_VM_css
VM Pilot 8800:
CSS: To_VM_css
Hunt Pilot 8800:
Partition: VM
Hunt List: VM-HL
Hunt List VM-HL:
Line Groups: VM-LG
Line Group VM-LG:
Line Groups Members
(DN/Partition): 8801/VMPorts
...
8804/VM-Ports
Line 2001:
VM Profile: VM-1
CSS: Phone_css
...
CSS: (None)
DN 8801:
Partition: VM-Ports
(CSS: From_VM_css)
Voice Mail
VM Port VM-VI1:
IP
470 Chapter 18: Voice-Mail System Integration
Calls from the voice-mail system involve the following elements:
■ Voice-mail port: Four voice-mail ports exist: VM-VI1 to VM-VI4. Each of them has
a DN (8801 through 8804), and the DNs of all voice-mail ports are in partition VMPorts.
The voice-mail ports have a CSS configured at their DN: From_VM_css.
■ MWI (On): A message-waiting number (8808) is configured for MWI On operations.
The number is in partition MWI, and it is configured with a CSS of MWI_css.
■ MWI (Off): A message-waiting number (8809) is configured for MWI Off operations.
The number is in partition MWI, and it is configured with CSS MWI_css.
■ IP phone: The IP phone is configured with a line CSS Phone_css. The DN of the phone
is in partition Phones. The DN refers to a voice-mail profile of VM-1.
When the voice-mail system wants to turn the MWI light on or off at the IP phone, the
following happens:
1. The voice-mail system sends a call to the appropriate MWI number through one of the
voice-mail ports (VM-VI1 in this example).
2. The device/DN CSS of the voice-mail port is used for the call-routing lookup for the
dialed MWI number (8808 for MWI On).
3. In the example, CSS From_VM_css is used, and the MWI On number (8808) is found
in partition MWI because partition MWI is part of the From_VM_css CSS.
4. The MWI On number 8808 now sends the on MWI to the signaled phone (2001). For
this call leg, the CSS of MWI 8808, MWI_css, is used.
5. Directory number 2001 is found in partition Phones, which is a partition listed in CSS
MWI_css. The MWI light is turned on.
When the voice-mail system wants to place calls to an IP phone or a route pattern to transfer
a call or for message-waiting notification, the following happens:
1. The voice-mail system sends the call to the appropriate destination number through
one of the voice-mail ports (VM-VI1 in this example).
2. The device/DN CSS of the voice-mail port is used for the call-routing lookup of
the call.
3. In the example, CSS From_VM_css is used, and if the dialed number is in a partition
that is listed in the From_VM_css CSS, the call can be transferred or the message
notification can be delivered.
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