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CUCM can integrate with Cisco Unity via either Skinny Client Control Protocol (SCCP)
or Session Initiation Protocol (SIP).
Cisco Unity telephony integrations are configured with the Cisco Unity Telephony
Integration Manager (UTIM).
In addition to the option of adding multiple clusters by adding additional integrations for
each new CUCM cluster in Cisco Unity, CUCM supports Annex M.1, Message Tunneling
for Q Signaling (Q.SIG), which allows administrators to enable Q.SIG on intercluster
trunks (ICT) between CUCM clusters.
The phone system sends the following information with forwarded calls to the voice-mail
system:
■ The extension of the called party
■ The extension of the calling party (for internal calls) or the phone number of the calling
party (if it is an external call and the system uses caller ID)
■ The reason for the forward (the extension is busy, does not answer, or is set to forward
all calls)
460 Chapter 18: Voice-Mail System Integration
Cisco Unity uses this information to answer the call appropriately. A call forwarded from a
subscriber phone to Cisco Unity is answered with the personal greeting of the subscriber.
A call from a nonsubscriber is routed the opening greeting of the automated attendant (AA)
server in Cisco Unity.
The Cisco Messaging Interface (CMI) is a CUCM service that should run on the publisher
server if a Simplified Message Desk Interface (SMDI) integration to a third-party voicemail
system will be used. The CMI service is not used when integrating with Cisco Unity.
Cisco Unity and CUCM support a digital IP-based integration that is much faster than using
CMI integration.
The CMI service intercepts calls destined for voice mail and generates appropriate SMDI
messages over RS-232 serial cables. The CMI service is compatible with any Media
Gateway Control Protocol (MGCP) gateway that supports analog Foreign Exchange
Station (FXS) or T1 channel associated signaling (CAS). The Cisco Catalyst 6500 WSX6624
module and the standalone Cisco VG224 devices are two of only three gateways
that support positive disconnect supervision and are therefore the only gateways currently
recommended for use with the CMI service.
CUCM supports CMI integration with the following voice-mail systems:
■ Octel 100, 200/300, and 250/350
■ Intuity Audix
■ Siemens PhoneMail
■ Centigram/BayPoint (OnePoint and NuPoint Messenger)
■ Lyrix ECS
■ IBM Message Center
The Cisco VG248 is an SCCP gateway that supports 48 analog FXS ports through two
amphenol (RJ-71) connectors and generates SMDI locally. The Cisco VG248 also supports
positive disconnect supervision.
Voice-Mail Integration 461
Voice-mail integration through the Cisco VG248 provides the following features and
advantages:
■ Multiple SMDI links per CUCM server
■ SMDI failover capability
■ Independence from the location of the voice-mail system
The Cisco VG248 can also support two other serial protocols that are sometimes used for
voice-mail integration: NEC Message Center Interface (MCI) and Ericsson MD110
proprietary protocol.
CUCM SCCP integration with Cisco Unity provides the following features:
■ Call forward to personal greeting
■ Call forward to busy greeting
■ Caller ID
■ Easy message access. A subscriber can retrieve messages without entering an
extension identifier. Cisco Unity identifies a subscriber based on the extension from
which the call originated. A password is normally required, but the subscriber can be
configured without a password if desired.
■ Identified subscriber messaging. Cisco Unity automatically identifies a subscriber who
leaves a message during a forwarded internal call. This feature is based on the
extension from which the call originated (original calling party).
■ Message Waiting Indication (MWI). When a message is left for a subscriber, a red light
is illuminated on the Cisco IP Phone. The directory number (DN) that has a voice-mail
message also displays a mail icon next to the DN on the phone.
Call Routing to Cisco Unity
The following examples describe how calls are routed through CUCM to Unity.
Outside Calls
Figure 18-2 is an example of how a call is routed from an outside caller through CUCM to
a Unity system. The following list annotates the numbers that are in Figure 18-2.
462 Chapter 18: Voice-Mail System Integration
1. The outside caller dials a phone number from his cell phone. The phone number dialed
is a direct inward dial (DID) number that belongs to a Unity subscriber.
2. The public switched telephone network routes the caller to the gateway. The gateway
router forwards the digits to CUCM for processing. The number of digits forwarded is
controlled by the inbound call-routing parameters in the gateway configuration. If an
internal five-digit dial plan is deployed, only the last five digits are required.
3. CUCM performs digit analysis and routes the call to the appropriate Cisco IP Phone.
4. The telephone rings four times based on the default ring no answer duration. After four
rings, the Call Forward No Answer (CFNA) setting is applied and the phone is sent to
the voice-mail profile of the subscriber.
5. CUCM checks the voice-mail profile of the Cisco IP Phone and forwards the call to the
Unity server handling the IP phone. Unity directs the call to the subscriber greeting.
6. The caller leaves a message, and Unity directs the call to the message store. In a
Unified Messaging deployment, the message store (Microsoft Exchange or IBM
Lotus Domino) is external from the Cisco Unity platform.
7. The message is stored in the subscriber message store.
8. Cisco Unity sends a code to CUCM to turn on the MWI light on the phone that has a
new message.
9. CUCM instructs the phone to turn on the MWI light.
10. The MWI light is illuminated on the phone.
Voice-Mail Integration 463
Figure 18-2 Outside Caller Call Flow
The correct calling privileges (calling search spaces [CSS]) are assigned to the voice-mail
ports, gateways, phones, and MWI ports. Phone numbers are in partitions, whereas devices
are assigned to CSSs.
Calling privileges (class of restriction) were covered in detail in Chapter 13, “Calling
Privileges.” The following calling privilege need to achieve the following:
■ The gateway should be able to reach the phones and voice-mail ports.
■ The phones should be able to reach the voice-mail ports but should not be able to dial
the MWI On or MWI Off codes (extensions).
■ The voice-mail ports should be able to dial the MWI On and MWI Off extensions.
Subscriber Call Flow
A Cisco Unity subscriber is a person who has a user account on the Cisco Unity system.
Each subscriber account has a Profile page that stores specific information about that
subscriber, such as the extension, security code, recorded name, and the e-mail alias to send
messages to. The following steps describe the call flow of a user checking a voice-mail
message in Cisco Unity, as depicted in Figure 18-3:
Message
Store
Cisco
PSTN Unity
V
U
IP
CUCM
1
2
3
4
5
6
10
7
8
9
464 Chapter 18: Voice-Mail System Integration
1. The subscriber notices the MWI on his telephone and presses the Messages button on
the phone to retrieve messages. CUCM receives the Messages button event from the IP
phone.
2. CUCM directs the call with the caller ID information to the Cisco Unity system.
3. Cisco Unity receives the call and the extension of the telephone from the telephone
system. Cisco Unity recognizes the extension from its list of subscribers. The
subscriber is prompted to enter his password.
4. The user enters his password and chooses to listen to a new voice-mail message.
5. Cisco Unity accesses the subscriber’s message store to retrieve the voice message
when the subscriber chooses to listen to his messages.
6. The subscriber listens to the message. Unity offers a menu of actions to take with the
message: save, delete, or forward. The subscriber presses the digit 3 to delete the
message, and Cisco Unity verbally confirms the message is deleted. The subscriber
then hangs up the phone.
7. Cisco Unity sends the subscriber’s delete message command to the message store
server. The message will be deleted or moved to the Deleted Items folder based on
settings in the subscriber’s account. Unity sends a message to CUCM to turn off the
MWI code on the subscriber’s IP phone.
8. CUCM sends an SCCP message to the IP phone instructing the phone to turn off
the MWI.
9. The MWI light goes off on the phone.
Voice-Mail Integration 465
Figure 18-3 Subscriber Call Flow
Calls Forwarded to Voice Mail
Figure 18-4 illustrates the interworking of CUCM and Cisco Unity. Incoming calls
forwarded to voice mail reach the voice-mail pilot number that is also assigned to the hunt
pilot of the voice-mail hunt list. The voice-mail hunt list selects the voice-mail port, which
terminates the incoming call.
Figure 18-4 Call Forward-to-Voice Mail Call Flow
U
IP
8
9
1
4
3
7
2
5
6
User with
New
Message
CUCM
Cisco Unity
Message
Store
Cisco Unity
CUCM
SCCP Control
with Unity TSP
Voicemail Pilot
Voice-Mail SCCP Port 1
Voice-Mail SCCP Port 2
Voice-Mail SCCP Port 3
Voice-Mail SCCP Port 4
Voice-Mail Port 1
Voice-Mail Port 2
Voice-Mail Port 3
Voice-Mail Port 4
MWI on Extension
MWI off Extension
Directory,
Prompts,
Messages
SCCP
Incoming
Call
Forwarded
Call
MWI on
Call
Controls Terminating SCCP Port
Plays Prompt
Records Incoming Voice
Calls MWI on Extension
Unity
Message Access
Directory Access
Prompt Access
CUCM Hunt List
IP
466 Chapter 18: Voice-Mail System Integration
The voice-mail ports in CUCM are specialized SCCP-controlled computer telephony
integration (CTI) ports. These ports are in control of the related Cisco Unity Voicemail
Ports via the Telephony Application Programming Interface (TAPI) service provider (TSP)
on Cisco Unity.
Using the Voicemail Ports, Cisco Unity connects the call, playing prompts and recording
the messages.
Upon finishing the recording, Unity initiates a call to the MWI On extension through
CUCM. The signaling of the call contains the number of the extension that has to switch
the message-waiting lamp on.
CUCM then instructs the indicated phone to activate the MWI.
Accessing Messages
Figure 18-5 illustrates an internal call to the voice mail allowing a subscriber to check a
voice mail.
Figure 18-5 Message Access Call Flow
Cisco Unity
CUCM
SCCP Control
with Unity TSP
Voice-Mail Pilot
Voice-Mail SCCP Port 1
Voice-Mail SCCP Port 2
Voice-Mail SCCP Port 3
Voice-Mail SCCP Port 4
Voice-Mail Port 1
Voice-Mail Port 2
Voice-Mail Port 3
Voice-Mail Port 4
MWI on Extension
MWI off Extension
Directory,
Prompts,
Messages
SCCP
VM Access
Call
MWI off
Call
Controls Terminating SCCP Port
Identifies Subscriber
Plays Prompt
Plays Recorded Voice-Mail
Calls MWI off Extension
Unity
Message Access
Directory Access
Prompt Access
CUCM Hunt List
IP
Configuration for Cisco Unity Integration 467
The call will be routed to the voice-mail pilot number assigned to the hunt pilot of the voicemail
hunt list.
The voice-mail hunt list selects the line group, which will use the top-down distribution
algorithm to distribute the call to a voice-mail port to terminate the incoming call.
The voice-mail ports in the CUCM are specialized SCCP-controlled CTI-ports. These ports
are in control of the related Cisco Unity Voicemail Ports via the Cisco Unity-CM TSP.
Using the Voicemail Ports, Cisco Unity connects the call, identifies the user, plays prompts,
and plays back the messages.
When messages are deleted, Cisco Unity initiates a call to the MWI Off extension. The
signaling of the call contains the number of the extension that has to switch the MWI off.
CUCM then instructs the indicated phone to deactivate MWI.
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