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Unity Express is a richly featured voice-mail and auto-attendant application that is coresident in the router in either a

Network Module format or Advanced Integration Module format. Having a local voice-mail application is ideal for

smaller organizations as a standalone solution or to provide local voice-mail access in a branch office of a larger organization

without having to send the traffic across the IP WAN if bandwidth utilization is an issue.

Cisco Unity Express supports up to 250 mailboxes (and 300 users), dependent on hardware platform. It can provide

voice-mail and integrated messaging, but not Unified Messaging. There is no provision for a TDM interface to a legacy

PBX voice-mail system (because the hardware is internal to the router), and there is no provision for redundancy. Unity

Express is actually an embedded Linux operating system, with an Ethernet interface to the router platform. (This interface

is not visible physically or in the router configuration.)

The following table summarizes the capacities of the three Unity Express hardware platforms.

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Please see page 147 for more details.

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Please see page 147 for more details.

•

Reply, forward, or save messages

•

Pause, fast-forward, or rewind messages during playback

•

Envelope information

•

0-to-Operator with definable destination extension for Operator

•

Message Waiting Indicator (MWI)

•

Mailbox Full notification

•

system)

VPIM compatibility for message interchange with other Unity Express systems (or any other VPIM-compliant

Unity Express Auto Attendant

An Auto Attendant is essentially an interactive answering machine. It answers incoming calls, but it goes beyond that by

listening to the callers' responses to questions or options and offering more choices or playing specific greetings. If you

have ever heard "Press 1 for English; Appuyez sur le 2 pour Francais," you have heard an Auto Attendant. In addition,

Auto Attendant allows callers to search for the number of the person they are calling by first or last name, and Time-of-

Day and Day-of-Week call routing, so that different greetings are played when the business is closed. For many businesses,

Auto Attendant can eliminate the need for a receptionist—or at least free the person up to do other tasks.

An Auto Attendant is a logical mapping of greetings, options, and responses. Creating one requires careful mapping of

the decision and response tree. The Cisco Unity Express Editor is a tool that aids and speeds this process. Using the tool,

administrators can create multiple customized Auto Attendant flows. Using familiar Windows GUI-based actions, administrators

can drag-and-drop steps into the AA tree. Unity Express can run multiple AA scripts at the same time, providing

for very flexible and detailed responses to customer calls. If the Unity Express Editor GUI tool is not available and

changes need to be made, a TUI interface is also available. This can be very useful, for instance, if the administrator

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wakes up to a foot of new snow and has to call in to the system from home to record an emergency greeting that explains

that the business is closed that day because of the snowfall. Users also have access to a TUI that allows them to change

their personal mailbox greetings and set or record their alternate greetings.

Unity Express GUI

Much of the administration of UE can be managed from the administrative GUI. This includes normal operation such as

setting passwords and PINs for users, setting up mailboxes, creating users and groups, setting up backup and restore operations,

and restarting the system. To use the GUI, open the Unity Express URL at

supported browser. A command-line interface is also available for initializing the system and for times when the GUI is

not available. Certain tasks must be executed through the CLI. These include software installation, upgrade and licensing,

monitoring system resources (CPU, memory), and troubleshooting tasks such as viewing Syslog and trace files. Currently

only English language support is offered for both GUI and CLI, although other languages are supported for the TUI and

Auto Attendant. CUE provides the capability to bulk import users from Communications Manager Express at the

command line or by using the GUI.

http://module_ip_address from a

Unity Express Software Files

Unity Express comes preloaded with software from the factory; however, if you must reload the software or perform

upgrades, both a TFTP and an FTP server are required. The TFTP server must hold the following files:

•

cue-installer.nm-aim.3.1.1: This is the installer file for version 3.1.1. (Other versions will have appropriate filenames.)

•

include the number of licenses the file provides; for example,

licenses.

A license file: Various license files can be loaded, each allowing a specific number of mailboxes. The filenamescue-vm-license_25mbx_cme_3.1.1.pkg provides 25

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The FTP server must hold the following files:

•

cue-vm.3.1.1.pkg: This is one of two system software files.

•

cue-vm-full-k9.nm-aim.3.1.1.prtl: This is the second system software file.

•

cue-vm-installer-k9.nm-aim.3.1.1.prtl: This is the application installation utility

•

A language file: For example, cue-vm-en_US-lang-pack.nm-aim.3.1.1.prtl.

Router Configuration Prerequisites

Unity Express can be coresident in the CM Express router, or it can be installed in a different router. In either case, some

basic configurations must be applied to the host router:

•

include hosts it must contact (voice-mail users, call agents, and so on).

Routing: Regardless of which routing protocol is in use, the CUE router must be able to reach all networks that

•

itself requires addressing to enable the "hidden" Ethernet link across the backplane. The recommendation is to set it

up as follows:

IP addressing: In addition to any interfaces that require IP addresses for network connectivity, the CUE module

i n t e r f a c e Loopback 0

ip address 192.168.66.1 255.255.255.0

! Defines a software i n t e r f a ce

i

i n t e r f a c e Service-Enginel/0

! This is the CUE module physical i n t e r f a ce

I

ip unnumbered Loopback 0

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! Configures the module to use the software i n t e r f a c e IP

i

service-module ip address 192.168.66.2 255.255.255.0

! Defines the IP of the CUE operating system

I

service-module ip default-gateway 192.168.66.1

ip route 192.168.66.2 255.255.255.255 service-engine 1/0

! Configures r o u t i n g f o r the CUE system to reach the router and the rest of the

! network.

The Service-Engine and the Service-Module must be on the same subnet; they are the two hosts in a dedicated,

"hidden" Ethernet link that exists only on the backplane between the CUE hardware and the software running on it.

The router sees the CUE module as a separate host, even though it is physically internal to the router.

•

a SIP dial peer with the following specific configurations must be created, even if there are no other SIP connections

in the CM system:

Create a SIP dial peer pointing at the CUE service-module. CME uses SIP to communicate with the CUE system, so

d i a l - p e e r voice 7000 voip

! Creates the voip d i a l peer

d e s t i n a t i o n - p a t t e r n 77..

! Defines the d i g i t p a t t e r n of the mailboxes

session protocol sipv2

! Sets SIP as the p r o t o c o l used to communicate w i t h the CUE d i a l peer

session target ipv4:192.168.66.2

! I d e n t i f i e s the IP address of the CUE service-engine

d t m f - r e l a y s i p - n o t i fy

! Forces DTMF d i g i t s to be sent out-of-band as SIP NOTIFY messages instead of in-band

codec g711ulaw

[ 104]

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! Sets the codec to G.711, which is the only codec CUE supports

no vad

! It is recommended to d i s a b l e VAD f o r the CUE system d i a l peer.

•

DNs: the digit patterns should be unique in the system, of course, but in addition a pattern of dots must follow the

digits, and that number of dots must equal the number of digits used in the local dial plan. This means that if you use

four digits for the local dial plan, there must be four dots; if a five-digit plan is used, there must be five, and so on.

(All extensions in the local dial plan must use the same number of digits.) The resulting configuration will look

something like this:

Configure ephone-dns for MWI on and off functionality. There are some unique characteristics of these specialized

ephone-dn 75

number 4 4 7 5 . . ..

mwi on

ephone-dn 76

number 4 4 7 6 . . ..

mwi o ff

•

and CME. (The GUI for CME is not covered in this document.) The following commands will enable the HTTP

server, define the path to the HTTP files, and configure authentication:

Router HTTP access must be configured to support using the web-based GUI administration interface for both CUE

•

Router(config)# ip http server: Enables the web server (it is disabled by default)

•

Router(config)#ip http path flash: Sets the path to the http files as the root of the Flash directory

•

logging on to the web interface

It is possible—and typically recommended—to define a Unity Express web interface administrator that is separate from

the router administrator. Often the router admin and the CUE system admin are not the same person, and the CUE admin

Router(config)#ip http authentication {aaalenablellocalltacacs}: Sets the authentication type used when

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may not have the skills to administer the router. To prevent the CUE admin from inadvertently causing unwanted changes

to the router config, create a separate CUE web interface admin using the following command at the

config-telephonyservice

prompt:

web admin system name

username {password string | secret {0 | 5} s t r i n g}

The

should be converted to an MD5 hash, use the

secret keyword encrypts the password in the router configuration. If you want to enter a plain-text password thatsecret 0 string command; if the password is already MD5 hashed, use the

secret 5

for the customer administrator and users using the GUI. (These accounts can also be created using the CLI.)

string command. After the initial CUE web admin account is created, the admin can create additional accounts

Setting Up Unity Express

After it is installed in the router, the CUE module starts automatically when the router is powered on. The module will

generally take longer than the router to fully boot up, and AIM modules in particular are slower to boot than NM

modules.

Command-line access to the CUE system is gained with the privileged exec command

service-module service-engine

mod

returns you to the router CLI.

The following are some other useful CUE commands:

/0 session. For remote access, connect to the router CLI using SSH and enter this command. The exit command

•

with a "y."

offline: Takes the CUE system offline. This command will warn you that all calls will be terminated if you confirm

•

be irrevocably deleted. If you confirm "y," you have a factory-defaulted CUE system.

restore factory default: Self-explanatory; you are prompted with a message that all configuration info and data will

Post-Installation Configuration Tool

A new (or factory-defaulted) CUE system will run the Post-Installation Configuration Tool the first time you log in.

IMPORTANT::

IMPORTANT:: Welcome to Cisco Systems Service Engine

IMPORTANT:: post i n s t a l l a t i o n c o n f i g u r a t i o n t o o l.

IMPORTANT::

IMPORTANT:: This is a one time process which w i l l guide

IMPORTANT:: you through i n i t i a l setup of your Service Engine.

IMPORTANT:: Once run, t h i s process w i l l have configured

IMPORTANT:: the system f o r your l o c a t i o n.

IMPORTANT::

IMPORTANT:: If you do not wish to continue, the system w i l l be halted

IMPORTANT:: so it can be s a f e l y removed from the r o u t e r.

IMPORTANT::

Do you wish to s t a r t c o n f i g u r a t i o n now (y,n)?y

Are you sure (y,n)?y

The system will now ask you a series of questions to provide the basic information needed to allow it to interact with the

network and let the administrator log in:

Enter Hostname

(my-hostname, or enter to use se-10-90-0-10)

Enter Domain Name

(

Using localdomain as d e f a u lt

IMPORTANT:

IMPORTANT:

mydomain.com, or enter to use localdomain):

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IMPORTANT:: of IP addresses l i k e 1.100.10.205 f o r servers used by CUE. In order

IMPORTANT:: to configure DNS you must know the IP address of at least one of your

IMPORTANT:: DNS Servers.

Would you l i k e to use DNS f o r CUE (y,n)?n

WARNING: If DNS is not used CUE w i l l r e q u i r e the use

WARNING: of IP addresses.

Enter IP Address of the Primary NTP Server

( IP address,or enter to bypass):10.90.0.1

Found server 10.90.0.1

Enter IP Address of the Secondary NTP Server

( IP address, or enter to bypass):

The next questions set the location and time zone for the CUE system:

Please i d e n t i f y a l o c a t i o n so t h a t time zone r u l e s can be set c o r r e c t l y.

Please select a continent or ocean.

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8) B o l i v ia 25) Guyana 42) Suriname

9) B r a z i l 26) H a i t i 43) T r i n i d a d & Tobago

10) Canada 27) Honduras 44) Turks & Caicos Is

11) Cayman Islands 28) Jamaica 45) United States

12) C h i le 29) Martinique 46) Uruguay

13) Colombia 30) Mexico 47) Venezuela

14) Costa Rica 31 ) Montserrat 48) V i r g i n Islands (UK)

15) Cuba 32) Netherlands A n t i l l es 49) V i r g i n Islands (US)

16) Dominica 33) Nicaragua

17) Dominican Republic 34) Panama

#? 45

Please select one of the f o l l o w i n g time zone regions.

1) Eastern Time

2) Eastern Time - Michigan - most l o c a t i o ns

3) Eastern Time - Kentucky - L o u i s v i l l e area

4) Eastern Standard Time - Indiana - most l o c a t i o ns

5) Central Time

6) Central Time - Michigan - Wisconsin border

7) Mountain Time

8) Mountain Time - south Idaho & east Oregon

9) Mountain Time - Navajo

10) Mountain Standard Time - Arizona

11) P a c i f i c Time

12) Alaska Time

13) Alaska Time - Alaska panhandle

14) Alaska Time - Alaska panhandle neck

15) Alaska Time - west Alaska

16) A l e u t i a n Islands

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17) Hawaii

#? 11

The f o l l o w i n g i n f o r m a t i o n has been given:

United States

P a c i f i c Time

Therefore TZ='America/Los_Angeles' w i l l be used.

Local time is now: Mon Apr 28 11:01:20 MST 2008.

Universal Time is now: Mon Apr 28 17:01:20 UTC 2008.

Is the above i n f o r m a t i o n OK?

1) Yes

2) No

#? 1

C o n f i g u r i n g the system. Please w a i t . . .

w a i t i n g 125 . ..

The next questions and answers create the administrator account and password:

IMPORTANT::

IMPORTANT:: A d m i n i s t r a t o r Account Creation

IMPORTANT::

IMPORTANT:: Create an a d m i n i s t r a t o r account. With t h i s account,

IMPORTANT:: you can log in to the Cisco Unity Express GUI and

IMPORTANT:: run the i n i t i a l i z a t i o n wizard.

IMPORTANT::

Enter a d m i n i s t r a t o r user ID:

(user ID):UnityAdmin

Enter password f o r :

(password):Cisco

Confirm password f o r by r e e n t e r i n g i t :

(password):

Cisco

SYSTEM ONLINE

CUE>

At this point, you should be able to ping the IP address given to the CUE module from the PC you intend to use to

administer it. Open a supported web browser and go to

displays stating that only Administrator logins are allowed (until other users have been configured on the system). There

are several links to choose from; we are going to examine the Initialization Wizard.

http://cue_ip_address/. The first time you log in, a message

CUE Initialization Wizard

The Initialization Wizard allows you to quickly set up a brand-new (or factory-defaulted) CUE system.

FIGURE 12

Cue Initialization

Wizard Login Screen

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At the opening screen (see Figure 12), the message in red clearly indicates that the system has not been configured and

that only Administrator logins are allowed. Log in with the credentials you supplied earlier.

FIGURE 13

Cue Initialization

Wizard Entry Screen

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FIGURE 14

Cue Initialization

Wizard CM Login

Screen

C i s c o CallManager Express

<6»

> Powered bv-Cfscc

-1

1 • - • 11 -

C I S C O

Cisco Unity Express Initialization Wizard

CallManjgtr Express Login

Enter trie details of the CallManager Express that Cisco Unity Express will

connect to The user name and password

retrieving information from the CallManagei Express

Hostname': '101 10.2

User Name *: j

will be used to authenticate whileCisco

*

indicates a mandatory field

:

- | Next | : j Cancel | Help |

The CM Express Login page lets you provide the address and credentials the CUE unit will use to contact the CME

router. This is the IP address of the service engine.

FIGURE 15

Cue Initialization

Wizard Import Users

Screen

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CUE will automatically import the users defined under the ephones in CME. You can then select whether users should

have a mailbox, whether they are a voice-mail Administrator, and whether to set CFNA and CFB.

FIGURE 16

Cue Initialization

Wizard System

Defaults Screen

The next screen configures the system defaults for language, user passwords and PINs, mailbox and message max size,

and message retention window.

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FIGURE 17

Cue Initialization

Wizard Call Handling

Screen

The Call Handling screen defines the DNs assigned for accessing voice mail, AA and the voice-mail operator, as well as

defining MWI operation.

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FIGURE 18

Cue Initialization

Wizard Commit

Screen

Next, you are shown a review screen of the values you have entered so far, and you're given the option to commit the

changes or go back to modify them.

The final screen lists the committed information.

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FIGURE 19

Cue Initialization

Wizard Committed

Information Screen

Auto Attendant

The Auto Attendant (AA) is like the receptionist; a series of recorded messages and interactive prompts allows you to

create an answering system that gets callers either to an individual or to a voice mailbox so they can leave a message.

One advantage of having an AA is that it is then possible to free up the receptionist to do other useful tasks. An AA can

deal with multiple calls at the same time.

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FIGURE 20

Auto Attendant List

Screen

From the Voice Mail menu, select Auto Attendant. This shows a list of configured AAs. Clicking the name will lead you

to the configuration screens.

FIGURE 21

AA Language

Settings

The first configuration is the language and script this AA will use.

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118]

FIGURE 22

AA Scripts

The next screen allows you to choose the individual recordings that the script calls. It is also possible to record custom

AA script recordings.

FIGURE 23

AA Call Handling

The Call Handling screen lets you specify the extension the system will dial to reach this AA and how many concurrent

sessions the AA will support.