Cisco Unity Maintenance Guide (With IBM Lotus Domino), Release 4.0(3)
Performing Non-Routine or Unscheduled Maintenance on the Cisco Unity Server
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Table Of Contents

Performing Non-Routine or Unscheduled Maintenance on the Cisco Unity Server

Installing Service Packs and Updates

Upgrading Third-Party Software

Installing New Hardware and Drivers

Adding, Removing, or Changing Languages

Changing the Cisco Unity Codec Format

Changing the Message Recording and Storage Codec

Changing the Message-Retrieval Codec(s)

Changing the Codec for Recorded Names and Greetings

Changing the System Prompt Codec Format

Changing the Phone System Codec Configuration

Changing the Network Hardware Codec Configuration

Testing the Codec Configuration Changes

Renaming the Cisco Unity Server


Performing Non-Routine or Unscheduled Maintenance on the Cisco Unity Server

Installing Service Packs and Updates

Microsoft updates (referred to by a variety of names, including security updates, critical updates, patches, and hot fixes) are limited to changes that fix specific problems. They do not include general defect fixes or new functionality. All of these Microsoft updates are qualified by Cisco from the day that Microsoft releases them. Cisco recommends that these Microsoft updates be applied to the Cisco Unity server as they are released. Cisco TAC provides support for a Cisco Unity system on which such updates have been installed.

Microsoft also occasionally releases service packs that contain fixes generated since the general product release, including most fixes that were released as updates.

Because the service pack scope is broad, each service pack must be thoroughly tested to ensure that changes do not adversely affect Cisco Unity. Cisco TAC does not support new service packs until they have been qualified for use with Cisco Unity. Do not install a service pack or maintenance release that has not been qualified, or Cisco TAC will not help you resolve problems until you uninstall it.

For the most current information on the Microsoft service packs that have been qualified for use with Cisco Unity, refer to the Compatibility Matrix: Required and Recommended Third-Party Service Packs, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/cmptblty/svpckmx.htm.

Note When Cisco Unity starts, an Event log entry is created with the version number of installed third-party software. Cisco Unity provides the product name to supplement the version number in the Event log entry. If support for a new version of product (for example, a service pack) begins between releases of Cisco Unity, however, the Event log entry will not include the product name of the software. Because the information about the new version of the third-party software does not exist in its database, Cisco Unity cannot add the product name to the Event log entry.

Upgrading Third-Party Software

Cisco support policy states that customers can deploy third-party software for backup, monitoring, and security on the Cisco Unity server. However, Cisco expects that customers (or their systems integration partners) will have tested the interoperability of such products with Cisco Unity before the products are deployed, to mitigate the risk of problems being discovered within the production environment between Cisco Unity and the third-party products loaded on the Cisco Unity server.

If a customer calls Cisco TAC with a problem, a Cisco TAC engineer may require that such third-party software be turned off or even removed from the Cisco Unity server during the course of troubleshooting. If it is determined that the interoperability between the third-party software and Cisco Unity was the root cause of the problem, then the third-party software must be disabled or removed from the Cisco Unity server until such time as the interoperability issue is addressed, so that the customer can continue to have a functional Cisco Unity system.

Before installing any qualified Microsoft service pack on the Cisco Unity server, confirm that the manufacturer of any optional third-party software or hardware that you plan to install on the Cisco Unity server—or that is already installed—also supports the service pack for use with its product.

For information on third-party software that has been qualified for use with Cisco Unity, refer to Cisco Unity System Requirements, and Supported Hardware and Software, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/40_sysrq.htm.

Note When Cisco Unity starts, an Event log entry is created with the version number of installed third-party software. Cisco Unity provides the product name to supplement the version number in the Event log entry. If support for a new version of product (for example, a service pack) begins between releases of Cisco Unity, however, the Event log entry will not include the product name of the software. Because the information about the new version of the third-party software does not exist in its database, Cisco Unity cannot add the product name to the Event log entry.

Installing New Hardware and Drivers

Cisco Unity servers that you purchase from Cisco Systems are configured for a specific hardware setup. Do not add or change any hardware on the server, other than to add voice cards, processor(s), memory, a tape drive, an external modem, or a rail kit.

Adding, Removing, or Changing Languages

The Cisco Unity Administrator provides settings for phone, Text to Speech (TTS), and GUI languages. The number of language licenses available determines how many phone, TTS, and GUI languages Cisco Unity can load and use at a time. Phone languages are the languages in which Cisco Unity can play system prompts to subscribers and callers; TTS languages are the languages in which Cisco Unity can play e-mail messages over the phone; and GUI languages are the languages in which the Cisco Unity Administrator is displayed.

For the complete list of supported languages for Cisco Unity, refer to the "Cisco Unity Languages" section in Cisco Unity 4.0 System Requirements, and Supported Hardware and Software, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/40_sysrq.htm.

For information on setting up languages and changing language settings, refer to the "Languages" chapter of the Cisco Unity System Administration Guide. The Cisco Unity System Administration Guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/sag/sag403/dom/index.htm.

If during initial setup you did not install the language(s) you need, refer to the "Adding Languages" section in the "Modifying the Cisco Unity 4.0 System" chapter of the Cisco Unity Installation Guide for details on how to add or replace languages. If you are adding TTS, refer to the "Adding Text to Speech" section. (The Cisco Unity Installation Guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/inst/inst403/dom/index.htm. )

Caution Before removing a Cisco Unity language, confirm that the language is not the language that matches the Windows locale, is not listed in the Loaded table on the System > Configuration > Phone Languages and/or GUI Languages pages, is not listed as the default Phone, TTS, or GUI language, and is not in use by any subscriber, routing rule, call handler, interview handler, or directory handler. Do not change the Windows locale language without updating all of the locations where the corresponding Cisco Unity languages (both old and new) are specified.

If a language is specified in a Cisco Unity component, or is specified as the Windows locale, and is not listed in the Loaded table on the System > Configuration > Phone Languages and/or GUI Languages pages, Cisco Unity will use the default phone, TUI, or GUI language.

Changing the Cisco Unity Codec Format

Generally, the following tasks are needed to change the Cisco Unity system configuration to use one or more of the supported codecs:

1. Choose a codec for recording and storage, and configure each Cisco Unity server. See the "Changing the Message Recording and Storage Codec" section.

2. Choose one or more codecs for message retrieval, and configure each subscriber workstation as needed. See the "Changing the Message-Retrieval Codec(s)" section.

3. Match the recorded names and greetings to the message recording and storage codec. See the "Changing the Codec for Recorded Names and Greetings" section.

4. Match the Cisco Unity system prompts to the message recording and storage codec. See the "Changing the System Prompt Codec Format" section.

5. Set up the phone system to work with the chosen codec(s). See the "Changing the Phone System Codec Configuration" section.

6. Set up the network to work with the chosen codec(s). See the "Changing the Network Hardware Codec Configuration" section.

7. Test the system. See the "Testing the Codec Configuration Changes" section.

For more information on choosing and implementing audio codecs, refer to the White Paper: Audio Codecs and Cisco Unity, which is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/codecs.htm.

Changing the Message Recording and Storage Codec

In sites with only one Cisco Unity server installed, a single codec is chosen for message recording and storage. In a networked environment, different Cisco Unity servers may be configured with different recording and storage codecs to meet the needs of their sites.

If a message is recorded and stored in a lower quality codec and then later converted to a higher quality codec during playback, the sound quality does not improve. If anything, the quality suffers during transcoding, especially if the sampling rate is changed.

For example, to preserve the best possible sound quality, do not use OKI ADPCM 6 kHz if it will then need to be converted to G.711 Mu-Law 8 kHz to play on Cisco hardware. Instead, use the 8-kHz format.

To change the recording and storage codec for new messages, you use the Set Record Format utility, available in Tools Depot. The dialog box displayed by the Set Record Format utility lists all of the audio codecs that are installed. The list includes codecs that Cisco Unity officially supports, as well as codecs that are not supported.

The following supported recording and storage codecs are installed on the Cisco Unity server:

G.711
Mu-Law and A-Law

Automatically when the Windows operating system is installed.

G.729a

Automatically with Cisco Unity.

OKI ADPCM

Manually by using the Avvox_setup.exe program, which is available on the Cisco Software Center website.

GSM 6.10

Automatically when the Windows operating system is installed.


Keep in mind the following:

•The codec format of existing messages can not be changed by using the Set Record Format utility.

•If a Cisco Unity system has been running for a while and the recording and storage codec is changed, Cisco Unity will have messages stored in more than one format.

•Cisco Unity can transcode messages recorded and stored in multiple formats; however, we recommend minimizing the number of different codecs in use on a Cisco Unity system (for example, for message recording and storage, Cisco CallManager region, and/or prompts) in order to reduce the need for transcoding and, thus, minimize CPU-performance impact and preserve audio quality.

To Change the Message Recording and Storage Codec

Step 1 Stop Cisco Unity (right-click the Cisco Unity icon in the system tray, then click Stop Cisco Unity).

Step 2 To use the G.711 Mu-law or A-Law, G.729a, or the GSM 6.10 codec, skip to Step 3.

To use another codec, follow the applicable sub-steps in the table below:

Codec
Steps

One of the optional OKI ADPCM codecs

a. Go to the Software Center website at http://www.cisco.com/pcgi-bin/tablebuild.pl/unity.

b. Click CiscoUnityDialogicCodec.exe, and download the file to the directory of your choice on the Cisco Unity server.

c. Unzip the CiscoUnityDialogicCodec.exe file to the directory of your choice.

d. Double-click Avvox_setup.exe, and follow the on-screen instructions.

e. Continue with Step 3.


Step 3 On the Cisco Unity desktop, double-click the Cisco Unity Tools Depot icon.

Step 4 In the left pane, under Audio Management Tools, double-click Set Record Format.

Step 5 In the Format list, select a supported codec, and click OK.

Step 6 Restart the Cisco Unity server.

Changing the Message-Retrieval Codec(s)

In a Unified Messaging environment, Cisco Unity subscribers can listen to voice messages on the phone or by playing WAV files from their desktops.

Although different Cisco Unity servers may be configured with different recording and storage codecs to meet the needs of their sites, subscribers can listen to voice messages from any phone, regardless of the recording and storage codec in use. Depending on the configuration, Cisco Unity, the PSTN, the phone system, the gateway, the voice card, and/or the phone itself performs any transcoding that is needed.

To play WAV files stored in the supported codec formats, subscribers need a compatible audio player (one that uses Audio Compression Manager, such as DUCS for Cisco Unity, Sound Recorder, or Windows Media Player) installed on their workstations, and may need one or more codecs installed. In environments where messages may be forwarded to recipients outside of the organization, the audio players of the recipients must also be able to play messages recorded in each of the codec formats in use.

The default Cisco Unity audio player, DUCS for Cisco Unity, is compatible with all codecs fully supported for use with Cisco Unity.

If an audio player other than DUCS for Cisco Unity is installed on subscriber workstations and messages are stored in G.711 Mu-Law or A-Law format or in GSM 6.10 format, no action is required, as these codecs are installed by default with the operating system.

If an audio player other than DUCS for Cisco Unity is installed on subscriber workstations and messages are stored in G.729a format or OKI ADPCM format, install the G.729a or applicable OKI ADPCM codec on each workstation by doing the applicable procedure below.

If needed, multiple supported codecs may be installed on subscriber workstations.

Note GSM 6.10 is supported for playback on a Pocket PC, and is a higher quality recording format than MP3.

To Install the G.729a Codec for Cisco Unity on a Subscriber Workstation That Does Not Have DUCS for Cisco Unity Installed

Step 1 On the Cisco Unity Disc, browse to the Utilities directory.

Step 2 Copy the Sl_G729a_setup.exe file to the directory of your choice on the network or to a disk. Administrators or subscribers can then install the codec from the network or from the disk by completing the following sub-steps:

a. Confirm that the subscriber workstation is using a Windows operating system and that a compatible audio player is installed.

b. Double-click Sl_G729a_setup.exe, and follow the on-screen prompts.

c. Restart the subscriber workstation for the codec change to take effect.

To Install an OKI ADPCM Codec for Cisco Unity on a Subscriber Workstation That Does Not Have DUCS for Cisco Unity Installed

Step 1 Go to the Software Center website at http://www.cisco.com/pcgi-bin/tablebuild.pl/unity.

Step 2 Click CiscoUnityDialogicCodec.exe, and download the file to the directory of your choice on the network or to a disk. Administrators or subscribers can then install a codec from the network or from the disk by completing the following sub-steps:

a. Confirm that the subscriber workstation is using a Windows operating system and that a compatible audio player is installed.

b. Unzip the CiscoUnityDialogicCodec.exe file to the directory of your choice on the workstation.

c. Double-click Avvox_setup.exe, and follow the on-screen prompts.

d. Restart the subscriber workstation for the codec change to take effect.

To Install the G.726 Codec on a Subscriber Workstation

Step 1 Purchase license(s) from the vendor of your choice.

Step 2 Follow the vendor instructions for installing to the directory of your choice on the network or to a disk. Administrators or subscribers can then install the codec on their workstations from the network or from the disk.

Changing the Codec for Recorded Names and Greetings

Names and greetings are recorded in the codec format selected in the Set Record Format utility at the time the recordings were made. For consistent sound quality, if you change the recording and storage codec, you should also convert names and greetings to the new codec format by using the Set Wav Format utility, available in Tools Depot. You can view the codec format of existing system prompts, recorded names, and greetings by using the Codec Checker utility, also available in Tools Depot.

To View the Codec Format of System Prompts, Recorded Names, and Greetings

Step 1 On the Cisco Unity desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Audio Management Tools, double-click Codec Checker.

Step 3 The codec format is displayed in the left column. Export a CSV copy of the file(s), if desired.

Step 4 Click Exit.

To Change the Codec Format of Existing Greetings and Recorded Names

Step 1 On the Cisco Unity desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Audio Management Tools, double-click Set WAV Format.

Step 3 Select the greetings and recorded names to adjust.

Step 4 Under Backup Original Voice Names and Greetings, check the check box, and enter the location to which to save the original files.

Step 5 On the drop-down menu, select the new WAV format.

Step 6 Click Set WAV Format.

Step 7 Click OK, then click Exit.

Step 8 Restart the Cisco Unity server.

Changing the System Prompt Codec Format

For consistent sound quality, the Cisco Unity system prompt codec format should match the message recording and storage codec. If Cisco Unity uses G.711 (the default), then use the G.711 system prompt format. If G.729a is used for message recording and storage, then use the G.729a system prompt format. If another message recording and storage format is used, for example GSM 610, use the G.711 system prompt format.

Both the G.711 and the G.729a system prompt formats are available in all supported phone languages.

For a Cisco Unity version 4.0(1) and later system, you choose either the G.711 or the G.729a system system prompt format during installation or during an upgrade. If you want to change the system prompt format at any other time, do the following procedures.

Caution Customizing system prompts is not supported for any of the Cisco Unity phone languages. All system prompts are automatically deleted and replaced whenever you upgrade Cisco Unity, including the installation of maintenance releases.

To Change the System Prompt Codec Format

Step 1 On the Cisco Unity disc, double-click CUInstall.exe. The Cisco Unity Installation and Configuration Assistant window appears.

Step 2 Click Add or Change Cisco Unity Features.

Step 3 Click Run the Cisco Unity Setup Program and follow the on-screen instructions.

Step 4 On the Choose the System Prompt Set page, choose either the G.711 or G.729a prompt set format.

Step 5 Follow the on-screen instructions to complete the setup process. Note that by running the Cisco Unity Setup Program you are performing an upgrade that reinstalls the current version of Cisco Unity.

To Change the Record Beep Prompt Codec Format

Do this procedure only if you changed the system prompt format from G.711 to G.729a.

Step 1 On the Cisco Unity server, click Start > Programs > Accessories > Entertainment > Sound Recorder.

Step 2 In the Sound - Sound Recorder dialog box, click File > Open.

Step 3 Browse to the directory CommServer\Support.

Step 4 Double-click the Recordbeep.wav file.

Step 5 In the Recordbeep.wav Sound Recorder dialog box, click File > Properties.

Step 6 In the Properties for Recordbeep.wav dialog box, click Convert Now.

Step 7 On the Format field menu, click G.729a.

Step 8 Click OK twice.

Step 9 In the Recordbeep.wav Sound Recorder dialog box, click File > Save, and then click File > Exit.

Changing the Phone System Codec Configuration

The G.711 and G.729a codecs are both fully supported by Cisco CallManager and Cisco Unity. A site with a traditional PBX integration may choose to use one of the optional OKI ADPCM codecs for recording and storage.

When OKI ADPCM, GSM 6.10, or G.726 are used for message storage on a Cisco Unity system with a Cisco CallManager integration, transcoding will take place at the Cisco Unity server, and this may affect audio quality and system performance.

Cisco CallManager codecs are set up by using the Region Configuration Settings. Refer to the Cisco CallManager Administration Guide for your version of Cisco CallManager, available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guides_list.html.

For traditional PBX phone systems, refer to the manufacturer documentation.

Changing the Network Hardware Codec Configuration

Complex network installations—where multiple Cisco Unity servers and Cisco CallManagers and/or traditional PBX phone systems may be installed, and where one or more codecs may be used for recording and storage by Cisco Unity—require a considerable amount of planning and configuration to operate properly and efficiently. To change Cisco network hardware configurations to work with the codec(s) chosen for Cisco Unity, refer to the network hardware documentation available on Cisco.com and to the various white papers and application notes available on the subject of network hardware and codecs.

Testing the Codec Configuration Changes

After Cisco Unity, the phone system, and the network have been configured to use the chosen codec(s), it is imperative that the configuration be thoroughly tested before subscribers and outside callers interact with the system. Consider the following recommendations when deciding how to test the configuration:

•Record messages at all locations, with any and all devices potentially in use, including subscriber desk phones, cellular phones, wireless headsets, and microphones at subscriber workstations.

•Retrieve messages at all locations, with any and all devices potentially in use, including subscriber desk phones, cellular phones, wireless headsets, and desktop audio applications.

•Assess the audio quality of retrieved voice messages, system prompts, recorded names, and greetings.

•Fully test the phone system integration by using the procedures in the applicable Cisco Unity integration guide.

Refer to the Release Notes for Cisco Unity 4.0(3) (available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/relnote/cu403rn.htm) for open caveats and documentation updates that may affect how Cisco Unity operates with the various supported audio codecs.

Renaming the Cisco Unity Server

If necessary, the Cisco Unity server can be renamed by following the procedures in this section. Do all of the procedures in this section to complete the renaming process, to preserve networking functionality, and to allow for future upgrades.

When you enter a new name for the Cisco Unity server, use only alphabetical characters (uppercase or lowercase), numerical characters from 0 to 9, and hyphens (-). Other characters, such as underscores, are not supported. We recommend that you assign a server name with 15 or fewer characters.

To Change the Cisco Unity Server Name

Step 1 On the Windows desktop, right-click My Computer and click Properties.

Step 2 Click the Network Identification tab.

Step 3 Click Properties.

Step 4 In the Computer Name field, enter the new server name, and click OK.

Step 5 When prompted, enter the name and password of an account with permission to rename the computer in the domain, then click OK.

Step 6 When prompted to restart the computer, click OK.

Step 7 Click OK again to close the System Properties dialog box.

Step 8 When the Systems Settings Change dialog box appears and prompts you to restart the computer now, click No.

Step 9 Continue with the following "To Change the SQL Server Name" procedure.

To Change the SQL Server Name

Step 1 On the Windows Start menu, click Programs > Accessories > Command Prompt.

Step 2 In the Command Prompt window, enter osql -E and press Enter.

Step 3 Enter select @@servername and press Enter.

Step 4 Enter go and press Enter. The old server name is displayed.

Step 5 Enter exec sp_dropserver '<old_server_name>' and press Enter.

Step 6 Enter go and press Enter.

Step 7 Enter exec sp_addserver '<new_server_name>', 'local' and press Enter.

Step 8 Enter go and press Enter.

Step 9 Close the Command Prompt window.

Step 10 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause Cisco Unity to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) If you have any questions about changing registry key settings, contact Cisco TAC.

Step 11 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 12 Expand the key HKey_Local_Machine\Software\Active Voice\Commserver\1.0\PrimaryServer.

Step 13 In the Value Data field, enter the new server name from Step 7, and click OK.

Step 14 Expand the key HKey_Local_Machine\Software\Active Voice\Doh\1.00\Directory Server Name.

Step 15 In the Value Data field, enter the new server name, and click OK.

Step 16 Restart the Cisco Unity server.

Step 17 After the Cisco Unity server has restarted, on the Windows Start menu, click Programs > Accessories > Command Prompt.

Step 18 In the Command Prompt window, enter osql -E and press Enter.

Step 19 Enter select @@servername and press Enter.

Step 20 Enter go and press Enter. Verify that the new server name is correctly displayed.

Step 21 Continue with the following "To Change the Server Name in the SQL Database Tables" procedure.

To Change the Server Name in the SQL Database Tables

Step 1 On the Windows Start menu, click Programs > Microsoft SQL Server > Enterprise Manager.

Step 2 In the left pane, expand the UnityDb database, and double-click Tables.

Step 3 Right-click the Servers table, click Open Table > Return All Rows.

Step 4 In the Alias field, change the name of the server to the new server name, then close the table.

Step 5 Right-click the Location table, click Open Table > Return All Rows.

Step 6 In the HomeServer field, change the name of the server to the new server name, then close the table.

Step 7 Right-click the GlobalLocation table, click Open Table > Return All Rows.

Step 8 In the HomeServer field, change the name of the server to the new server name, then close the table.

Step 9 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 10 In the left pane, expand Administration Tools, and double-click License File Install Wizard.

Step 11 Follow the License File Install Wizard on-screen instructions.

Step 12 Click Finish.

Step 13 Restart the Cisco Unity server.