2.11 Integration Considerations

The topic lists some considerations related to integrating Cisco Unity Connection with Cisco Unified Communications Manager and to securing Cisco Unity Connection to prevent toll fraud.

  • MWI
    1. The extension that is configured in Cisco Unity Connection can be four digits or +E.164 and should equal the dialed number in Cisco Unified Communications Manager.
    2. MWI is sent only to the configured extension in Cisco Unity Connection, not to alternate extensions.
  • Class of service
    1. The CSS on the voicemail ports or SIP trunk should be restricted.
    2. The restriction can be combined with restriction tables on Cisco Unity Connection.
  • Security
    1. Harden the PINs and use the lockout mechanism.
    2. When authentication is used, the LDAP security policies are applied.

When the extensions on Cisco Unified Communications Manager are configured as +E.164 numbers, use the same numbers in Cisco Unity Connection. If these extensions do not match, MWI is not turned on for new voice messages.

To prevent toll fraud, configure the CSS on the voicemail ports or SIP trunk to disallow, for example, international calls. This restriction can be combined with restriction tables in Cisco Unity Connection.

In addition, you can prevent the misuse of voice mailboxes by hardening the PINs. Brute-force attacks may allow hackers to transfer themselves to international or premium numbers, generating high phone bills. Define security policies in your company for PIN and password selection. Use mailbox locking after the PIN is entered incorrectly three times, for example. When LDAP authentication is used, the LDAP server security policies apply for the password instead of the Cisco Unity Connection password policies.

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2.10 Default Call-Routing Behavior

This topic describes the default call-routing behavior for directed and forwarded calls.

In direct calls, users can do the following:

  • Log in, if the user has a mailbox.
  • Otherwise, the caller will hear the standard opening greeting.

In forwarded calls, callers can do the following:

  • Leave a message, if the forwarding number has a mailbox.
  • Otherwise, the standard opening greeting is played.

By default, two direct and two forwarded call-routing rules exist in Cisco Unity Connection.

For direct calls, the user can log in to the mailbox by entering the PIN. If the caller has no assigned mailbox, then the standard opening greeting is played.

For forwarded calls in which a caller dials an extension that is not answering, the call is forwarded to Cisco Unity Connection. If the forwarding number is a configured extension in Cisco Unity Connection, then the caller can leave a message for this user. If the extension is not configured, then the standard opening greeting is played to the caller.

Additional call-routing rules can be configured for direct and forwarded calls to manage call routing or start an auto-attendant.

Direct Call Routing

  • Handle calls from users and unidentified callers.
  • Direct calls to Cisco Unity Connection.
  • Attempt Sign-In and Opening Greeting are predefined, and cannot be modified or deleted.

Direct call-routing rules process calls from users and unidentified callers that directly dial Cisco Unity Connection.

The following are the predefined rules in the default direct call-routing rules:

  • Attempt Sign-In: Calls from users (identified users) are routed to the user login conversation.
  • Opening Greeting: Calls from unidentified callers (users without a mailbox) are routed to the opening greeting.

The order of the Attempt Sign-In rule can be changed. Rules that are added in the direct call-routing table can also be changed. The Opening Greeting rule is always the last entry in the call-routing table.

When a direct call-routing rule is used, calls can be filtered and an action can be applied. Callers can be sent to the following options:

  • Calling Number: The rule is applied for a specified calling number, such as 2001, or 123* for all calls starting with 123.
  • Dialed Number: The rule is applied for a specified dialed number such as the number of a call handler.
  • Port: The rule is applied for a specified incoming port (1 to n).
  • Phone System: The rule is applied for a specified phone system that delivers the call. This condition can be chosen if more than one phone system exists.
  • Schedule: The rule is applied for the chosen schedule, such as all hours, weekdays, or any customized schedule.

Call actions can be used in combination with rule conditions. For example, all calls that come from the phone number of a particular customer can be transferred directly to the user. Or all calls that come to an outdated company number can get an informational message about the new number and then be transferred to the company auto-attendant.

You can specify the following call-routing rule conditions:

  • Calling Number: The rule reacts according to the calling number, such as 2001, or 123* for all calls starting with 123.
  • Dialed Number: The rule reacts according to the dialed number, such as the number of a call handler.
  • Port: The rule reacts according to the incoming port (1 to n).
  • Phone System: The rule reacts according to the phone system that delivers the call. This condition can be chosen if more than one phone system exists.
  • Schedule: The rule reacts according to a chosen schedule, such as all hours, weekdays, or any customized schedule.

When combined with the call action, such rule conditions can, for example, transfer all calls from the area code 123 to a certain user, or process in a specific way all calls from 2001.

A call-routing rule can be configured with one or more rule conditions. If any rule condition matches, the call action is executed.

Forwarded Call Routing

  • Handle calls from users and unidentified callers
  • Forward calls to Cisco Unity Connection
  • Attempt Forward and Opening Greeting are predefined

Forwarded call-routing rules process calls that are forwarded to Cisco Unity Connection. Forwarded calls are either from a user extension or from an extension that is not associated with a user account, such as a conference room.

The following forwarded routing rules are predefined:

  • Attempt Forward: All calls that are forwarded from a Cisco Unity Connection user with a mailbox are routed to the user greeting. The caller can leave a message.
  • Opening Greeting: Calls that are forwarded from an extension that is not associated with a user account are routed to the opening greeting.

The difference between direct routing and forward routing is the origin of the call:

  • Direct call
  • Forwarded call

An additional rule condition is available for forwarded calls compared to directed calls. This rule is the Forwarding Station rule condition, which reacts according to the number of the phone that is configured with a Call Forward.

Forwarding routing rules can be used, for example, to process all calls that go to a conference station and to send these calls to an operator.

2.9 Port Monitor

This topic shows the capabilities of the port monitor to monitor the caller, called, and redirected number.

Call routing can be monitored by using Cisco Unified RTMT.

  • Direct call routing
  • Forwarded call routing

Start the Port Monitor in Cisco Unified RTMT by choosing menu option Unity Connection > Port Monitor.

The Port Monitor shows all Cisco Unity Connection ports. In this example, four ports on Cisco Unity Connection are connected via a SIP integration to Cisco Unified Communications Manager. A SCCP integration would show the port extension DNs.

The first figure shows a call in which the user of phone 2001 presses the Messages button and is asked to enter the PIN. The second figure shows a call in which Jane calls John. John does not answer and the call is forwarded to Cisco Unity Connection. The difference in these calls is the value of the Reason field—direct and CFNA.

The following information is available:

  • Port: This field displays the Cisco Unity Connection ports (for example, PhoneSystem-1-001).
  • Caller: This field displays the calling number of the caller.
  • Called: This field displays the called number; for example, the hunt pilot number.
  • Reason: The reason is listed as Direct for a directed call or Forwarded for a forwarded call.
  • Redir: This field displays the originally called number (the phone on which Call Forward is enabled).
  • Last Redir: If a call is forwarded twice before it reaches Cisco Unity Connection, then this field displays the last redirected number. For example, if 2002 forwards all calls to 2001, and 2001 forwards the caller to Cisco Unity Connection, then Redir displays 2002 and Last Redir displays 2001.
  • Application Stat…: This field displays the status of the port (for example, Idle or PHGreeting).
  • Display Status: This field displays the currently played greeting (for example, Playing Greeting for Call Handler or Opening Greeting).
  • Conversation Status: This field displays the state of the greeting.
  • Port Ext: This field displays the port numbers (for example, 2501 and 2502 when using SCCP integration).
  • Connected To: This field displays the connection information. The IP address of the Cisco Unified Communications Manager and the port number are shown (for example, 10.2.1.1:2000 when SCCP is used).

2.8 Cisco Unity Connection Call Routing

This topic describes how directed and forwarded calls are routed in Cisco Unity Connection.

Message flows to Cisco Unity Connection:

  • Internal and external directed calls use the calling number for identification.
  • Forwarded calls use the forwarded number for identification.

The figure shows two examples of callers reaching Cisco Unity Connection. The difference is the number that Cisco Unity Connection uses for call routing.

A directed call is initiated when, for example, the Messages button is pressed on a phone or a PSTN caller dials the Cisco Unity Connection system pilot number. In both cases, the calling number is recognized and controls the call flow in Cisco Unity Connection.

  • If the calling number is a configured extension, the mailbox answers with a personal login and asks for the PIN.
  • Otherwise, the standard opening greeting is played. This action is the default for all PSTN callers.

To ensure that external callers are recognized, you can configure alternate extensions such as mobile phone or home office number of a user.

A forwarded call is defined through an internal or external caller that dials the directory number 2001, for example. A Call Forward—such as CFA, CFB, or CFNA—can be configured on the directory number 2001 to send calls to voicemail. Some other Call Forwards exist; for example, in case a device is unregistered. In this example, the incoming call to 2001 is forwarded to Cisco Unity Connection. The forwarding number is responsible for the choice of the mailbox with the extension 2001. If the extension 2001 exists in Cisco Unity Connection, the caller can leave a message.

If a forwarded call reaches Cisco Unity Connection and the forwarded number is not preserved, then the call becomes a direct call.

2.7 Call Forward Options

This topic shows how Call Forward can be configured and how call classification is used to control the call routing behavior when calls are forwarded.

  • Call Forward for a directory number relies on call classification and class of service.
  • Set Call Forward to voicemail, based on internal and external callers.
  • Set the no-answer ring duration in seconds.

The figure shows the Call Forward options to configure for the directory numbers in Cisco Unified Communications Manager.

For many Call Forward options, internal and external callers can be treated differently. CFA cannot distinguish between internal and external callers. However, call classification allows you to forward internal callers to a mobile phone and external callers to a voice mailbox.

Unless a CSS is set (that is, if no route patterns are in the <None> partition), a destination cannot be entered. Consequently, a call cannot extend to the configured number. For example, a number that is entered for CFA at an IP phone will not be accepted.

2.6 On-Net and Off-Net Calls

This topic describes on-net and off-net calls and where you can classify the calls.

  • Call classification can be configured for route patterns, ICTs, and gateways.
  • IP phones are classified as internal callers.

At the route-pattern level, calls can be classified only in the outbound direction. For ICTs and gateways, calls can be classified in either the outbound or inbound direction. Calls cannot be classified in translation patterns.

The default call classification is as follows:

  • Route patterns are set to off-net.
  • ICTs are set to the system default.
  • Gateways are set to the system default.
  • IP phones are always on-net and cannot be changed.

The call classification service parameter (system default) is set to off-net by default.

When configuring route patterns, you can configure the Allow Device Override parameter. This check box is unchecked by default. After you check the check box, Cisco Unified Communications Manager uses the call classification setting that is configured on the associated gateway or ICT instead of using the route pattern call classification setting.

2. 5 Cisco Unity Connection SIP Integration

This topic describes the integration of Cisco Unified Communications Manager and Cisco Unity Connection using SIP.

  • The voicemail pilot and a route pattern are used to call the voice-messaging system.
  • Voice-messaging traffic can be secured.
  • SIP integration uses port 5060 or 5061.
  • No explicit MWI numbers are required.
  • SIP integration is required for video greetings.

Instead of a hunt pilot, a route pattern (for example, the number 2100) is configured. The voicemail profile and voicemail pilot are used as they are in SCCP integration. When a user presses the Messages button on the IP phone, Cisco Unified Communications Manager takes the number that is configured in the voicemail pilot (for example, 2100) and searches for a route pattern that has that number. Cisco Unified Communications Manager then reaches Cisco Unity Connection via the SIP trunk. The number of ports is undefined in Cisco Unified Communications Manager.

The elements on the Cisco Unity Connection system that are used for SIP integration are nearly the same as the elements that are used for SCCP integration. The ports are configured to register with a SIP server, which is the Cisco Unified Communications Manager. The number of ports is specified in the Cisco Unity Connection system only.

MWI handling is different between SCCP and SIP integrations. SIP integration does not use explicit numbers for MWI on or MWI off.

SIP integration uses port 5060, which is the standard SIP port. IP phones also use this port; for example, to communicate with Cisco Unified Communications Manager. You can use port 5061 to secure communication between the IP phone and Cisco Unity Connection.

When you intend to use video greetings, you must use SIP when integrating Cisco Unity Connection with Cisco Unified Communications Manager.

Cisco Unity Connection Integration Troubleshooting Tools

This topic describes the Cisco Unity Connection troubleshooting tools to test the integration for any issues.

When the integration is finished, the following integration troubleshooting helper tools are available.

  • Check Telephony Configuration
  • Test Port
  • Executed test with port count mismatch

Use the Check Telephony Configuration tool to confirm the phone-system integration settings. If the test is not successful, then the Task Execution Results list displays one or more messages with troubleshooting steps. After correcting the problems, check the configuration again.

When setting up the ports, choose Test Port in the Related Links list. The port test is done on a port basis. If there is an issue with a single port, then the Test Port application will list details and recommend the next steps.

The example port test output shows a fewer number of ports on Cisco Unified Communications Manager than on Cisco Unity Connection. Therefore the port cannot register with the Cisco Unified Communications Manager.

On Cisco Unified Communications Manager, go to the Cisco Voice Mail Port overview and verify that the ports show as registered with Cisco Unified Communications Manager.

To verify that the ports and the integration are working on both systems, press the Messages button on any phone using the default voicemail profile. If no users are configured, then the standard opening greeting is played. If the standard opening greeting is played, then Cisco Unity Connection is successfully integrated with Cisco Unified Communications Manager.