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Networking in Cisco Unity Guide (With Microsoft Exchange), Release 4.0(5)
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Index
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Preface
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Networking in Cisco Unity
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Digital Networking
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Cross-Server Logon, Transfers, and Live Reply
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SMTP Networking
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AMIS Networking
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Bridge Networking
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VPIM Networking
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Using VPIM for Networking with Cisco Unity Express or Other Cisco Unity Systems
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Primary Location Settings
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Upgrading and Uninstalling Networking Options
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Migrating from SMTP Networking to VPIM Networking
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Glossary
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Feedback
Table Of Contents
Setting Up Cisco Unity to Use AMIS
Considerations for Deploying AMIS with Cisco CallManager and Cisco Gateways
Task List: Setting Up Cisco Unity to Use AMIS
Procedures for Setting Up Cisco Unity to Use AMIS
Setting Up the Voice Connector for AMIS Networking
Setting Up the Voice Connector for Exchange 5.5
Setting Up the Voice Connector for Exchange 2000
Designating Voice Ports for Outbound AMIS Calls
Customizing the AMIS Restriction Table
Customizing the Primary Location
Creating AMIS Delivery Locations
Using the Cisco Unity Administrator to Create AMIS Delivery Locations
Using the Cisco Unity Bulk Import Wizard to Create AMIS Delivery Locations
Modifying Existing Delivery Locations by Using the Cisco Unity Bulk Import Wizard
Before Creating Subscriber Accounts
Using the Cisco Unity Bulk Import Wizard to Create Multiple Subscriber Accounts
Using the Cisco Unity Administrator to Create AMIS Subscriber Accounts
After Creating Subscriber Accounts
Extending Identified Subscriber Messaging to Include AMIS Subscribers
Installations with Multiple Cisco Unity Servers Networked via Digital Networking
Setting Permissions on Active Directory Containers Used for Importing Subscribers
Enabling Identified Subscriber Messaging
Extending Identified Subscriber Messaging
Voice Connector and AMIS Networking
Message Addressing Limitations
Blind Addressing and AMIS Networking
Subscriber Experience with AMIS Subscribers
Identified Subscriber Messaging
Live Reply to AMIS Subscribers
Determining How AMIS Subscribers Appear in the Outlook Address Book
Preventing Contacts From Appearing in the Outlook Address Book
Modifying How Contacts Appear in the Outlook Address Book
Migrating Subscribers from Another Voice Messaging System to Cisco Unity
Migrating Subscribers One at a Time
Private List Considerations for Migrating Subscribers
Considerations for Networked Cisco Unity Servers
Monitoring AMIS Message Traffic
AMIS Delivery Location Profile Settings
AMIS Delivery Options Settings
Call Transfer Settings for AMIS Subscribers
Inbound Messages Are Delivered Only to Primary Extensions
Running the Voice Connector Setup Program in Another Language
AMIS Networking
Overview: AMIS
Cisco Unity supports the Audio Messaging Interchange Specification analog (AMIS-a) protocol, which provides a mechanism for transferring voice messages between different voice messaging systems.
AMIS Networking is a licensed feature. If your organization has multiple Cisco Unity servers networked together, only one server needs to be licensed and configured for AMIS Networking. The Cisco Unity server configured for AMIS Networking is referred to as the bridgehead server. For more information about obtaining licenses for Cisco Unity features, see the White Paper: Licensing for Cisco Unity, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_white_paper09186a008019c743.shtml.
No special permissions are required for AMIS Networking beyond those required for Cisco Unity itself. For detailed information about the permissions required by Cisco Unity, refer to Permissions wizard Help, which is available in Tools Depot on the Cisco Unity server.
In this chapter, you will find procedures for setting up AMIS Networking, followed by detailed discussions of the concepts and terminology you need to understand. See the following sections:
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Setting Up Cisco Unity to Use AMIS—This section describes the prerequisites and considerations for setting up AMIS Networking and provides a task list containing a high-level view of all of the tasks you need to complete for the setup, and the order in which they should be completed.
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Setting Up Cisco Unity to Use AMIS
See the following sections:
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Prerequisites
Before starting the setup, verify that the following prerequisites have been met.
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For installations with multiple Cisco Unity servers that access the same directory, you should first set up the servers for Digital Networking as described in the "Digital Networking" chapter before setting up AMIS Networking. After the Cisco Unity servers have been set up for Digital Networking, verify the following settings:
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Considerations for Deploying AMIS with Cisco CallManager and Cisco Gateways
In a Cisco CallManager environment where AMIS calls may traverse one or more Cisco gateways or routers, we recommend that customers (or their systems integration partners) test the interoperability of such gateways with Cisco Unity before the products are deployed. Consider the following when deploying AMIS:
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Task List: Setting Up Cisco Unity to Use AMIS
Use this task list to set up Cisco Unity to use AMIS. The cross-references take you to detailed procedures for the setup.
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Do the Following Tasks on the Cisco Unity Server That Is Licensed for AMIS:
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Finish the Setup:
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If you discover a problem with the setup, see the "Troubleshooting" section for links to information that can help you find and fix the problem.
Procedures for Setting Up Cisco Unity to Use AMIS
This section contains all of the procedures necessary to set up Cisco Unity to use AMIS.
Setting Up the Voice Connector for AMIS Networking
There are two Voice Connector installation programs included on Cisco Unity DVD 1 and CD 1, and separate setup procedures:
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As applicable, see the "Setting Up the Voice Connector for Exchange 5.5" section or the "Setting Up the Voice Connector for Exchange 2000" section.
The Voice Connector installation program does not prompt with a choice of languages for the installation; it always installs in English. To run the Voice Connector installation program by using one of the localized versions (FRA, DEU, or JPN) instead of English, see the "Running the Voice Connector Setup Program in Another Language" section.
Setting Up the Voice Connector for Exchange 5.5
Install the Voice Connector on an Exchange 5.5 server that is in the same Exchange site as the Exchange partner server. Although the Voice Connector can be installed on the Cisco Unity server (when Exchange is also on the server), this is not recommended for performance reasons. Following are additional requirements:
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The Internet Mail Service is not required by the Voice Connector when it is used for AMIS Networking.
To Install the Voice Connector for Exchange 5.5
As a best practice, back up the Exchange server before installing the Voice Connector.
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To Verify the Voice Connector for Exchange 5.5 Installation
To verify that the Voice Connector for Exchange 5.5 installed properly, verify that the Internet Voice Connector service is running, and that the Voice Connector mailbox has been created.
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In the right pane, you should see the mailbox for Internet Voice Connector (<Server name>).
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Setting Up the Voice Connector for Exchange 2000
Install the Voice Connector on any Exchange 2000 or Exchange 2003 server that is not part of an Exchange cluster (Microsoft does not support third-party connectors on an Exchange cluster server). Although the Voice Connector can be installed on the Cisco Unity server (when Exchange is also on the server), this is not recommended for performance reasons.
If the Exchange server on which the Voice Connector will be installed is in a different routing group than the Exchange servers on which Cisco Unity subscribers are homed, routing group connectors must be configured between the routing groups.
The Voice Connector service is automatically configured to log on as the LocalSystem account. The account that the service logs on as should not be changed.
To Install the Voice Connector for Exchange 2000
Uninstall any previous versions of the Voice Connector. See the "Uninstalling the Cisco Unity Voice Connector" section on page 10-7.
As a best practice, back up the Exchange server before installing the Voice Connector.
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If you downloaded the Voice Connector files from the Software Center website, browse to the directory in which the files were extracted.
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To Determine if the Microsoft Windows 2000 Script Host Should Be Updated
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To Verify the Voice Connector for Exchange 2000 Installation
To verify that the Voice Connector for Exchange 2000 installed properly, verify that the Voice Connector service is running, and that the Voice Connector mailbox has been created.
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In the right pane, you should see the mailbox for "Exchange 2000 Voice Connector (<Server name>)" or "AvExchangeIVC_<Server name>." (The name changes from "AvExchangeIVC_<Server name>" to "Exchange 2000 Voice Connector (<Server name>)" after you run Cleanup Agent.)
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Creating the UAmis Account
In installations with multiple Cisco Unity servers networked together via Digital Networking, ConfigMgr.exe, the utility that creates the UAmis account, needs to be run only on the Cisco Unity server(s) licensed for AMIS.
Note that the UAmis account can be removed just like any other Active Directory/Exchange account, by using Active Directory Users and Computers or Exchange Administrator, as applicable to your Exchange version.
To Create the UAmis Account
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To Verify That the UAmis Account Was Created
The mailbox for the UAmis account is located on the partner Exchange server, which is the Exchange server that was selected in the Message Store Configuration wizard during Cisco Unity setup.
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Depending on your installation, the Servers container may be nested within an administrative group and a site container.
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Designating Voice Ports for Outbound AMIS Calls
In installations with multiple Cisco Unity servers networked together via Digital Networking, designate voice ports for AMIS calls only on those Cisco Unity server(s) licensed for AMIS. See the "Port Usage and Schedules" section for guidelines on configuring the ports.
To Designate Voice Ports for Outbound AMIS Calls
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Setting AMIS Delivery Options
The AMIS delivery option settings control attributes of outgoing AMIS calls on the Cisco Unity server.
In installations with multiple Cisco Unity servers networked together, set the AMIS delivery options only on those Cisco Unity server(s) licensed for AMIS.
To Set AMIS Delivery Options
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The Local Dial Restriction Table and the AMIS schedule together determine when outgoing AMIS calls are made.
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Customizing the AMIS Restriction Table
By default, the AMIS restriction table allows all delivery numbers; however, you can customize the restriction table as needed. The AMIS restriction table and the AMIS schedule together determine when outgoing AMIS calls are made. If a delivery number for an outgoing AMIS message is allowed by the AMIS restriction table, the message is sent immediately—the schedule settings do not apply. If the delivery number is not allowed by the AMIS restriction table, the schedule determines when the message is sent.
In installations with multiple Cisco Unity servers networked together, customize the AMIS restriction table only on those Cisco Unity server(s) licensed for AMIS.
To Customize the AMIS Restriction Table
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Note that the AMIS restriction table is specified on the Network > AMIS Options > Delivery Options page in the Local Dial Restriction Table field.
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Setting Up the AMIS Schedule
Set up the AMIS schedule for messages that are not allowed by the AMIS restriction table.
In installations with multiple Cisco Unity servers networked together, set up the AMIS schedule only on those Cisco Unity server(s) licensed for AMIS.
To Set Up the AMIS Schedule
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Customizing the Primary Location
If your installation consists of multiple Cisco Unity servers networked via Digital Networking, you may have already customized the primary location. In installations with multiple Cisco Unity servers networked via Digital Networking, you enter the AMIS node ID for the primary location only on the Cisco Unity bridgehead server (the field is displayed only on the Cisco Unity servers licensed for AMIS.)
For detailed information about the settings, see the "Primary Location Profile Settings" section.
To Customize the Primary Location
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Note that the dialing domain name is case sensitive and must be entered exactly the same on all of the servers. To ensure that all servers are correctly added to the same dialing domain, enter the dialing domain name on one Cisco Unity server and wait for the name to replicate to the other Cisco Unity servers. By doing so, you also confirm that replication is working correctly among the servers. The time that it takes for the primary location data from other Cisco Unity servers to be reflected on the local server depends on your network configuration and replication schedule.
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Creating AMIS Delivery Locations
Create an AMIS delivery location on the bridgehead Cisco Unity server for each remote voice messaging system to which subscribers will send messages. If Cisco Unity will be messaging with a large number of voice messaging systems, you may prefer to configure only a few delivery locations at this time and proceed with the rest of the setup. After verifying that messaging works correctly between Cisco Unity and the voice messaging systems for which delivery locations have been configured, you can create the rest of the delivery locations.
For detailed information about the AMIS delivery location settings, see the "AMIS Delivery Location Profile Settings" section. Carefully consider the Dial ID that you will assign to the delivery location. See the "Guidelines for Assigning Dial IDs and Extensions" section for detailed information about choosing a Dial ID.
You can create AMIS delivery locations by using the Cisco Unity Administrator or the Cisco Unity Bulk Location Import wizard. See the following sections:
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Using the Cisco Unity Administrator to Create AMIS Delivery Locations
You can create AMIS delivery locations one at a time by using the Cisco Unity Administrator.
To Create AMIS Delivery Locations by Using the Cisco Unity Administrator
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Using the Cisco Unity Bulk Import Wizard to Create AMIS Delivery Locations
The Cisco Unity Bulk Import wizard allows you to create or modify multiple delivery locations at once by importing data in a CSV file. If you have already created delivery locations, you can run Cisco Unity Bulk Import to export the data about the delivery locations to a CSV file.
Use the following procedure to prepare your CSV file. To learn more about preparing a CSV file for use with the Cisco Unity Bulk Import wizard—including information on the required and optional column headers for your CSV file—refer to the Cisco Unity Bulk Import wizard Help.
To Prepare a CSV File for Creating AMIS Delivery Locations
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DTMF_ACCESS_ID, DISPLAY_NAME, DELIVERY_PHONE_NUMBER
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Although the Cisco Unity Bulk Import wizard does not require that you provide the AMIS_NODE_ID column in the CSV file, we recommend that you add the column with the Node ID data to the CSV file.
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To Create AMIS Delivery Locations by Using the Cisco Unity Bulk Import Wizard
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If errors were found in any of the rows, you can click the Errors link at the bottom of the page to open the output CSV file to correct the errors, or you can ignore the errors for now and proceed with the import.
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To Correct Errors That Occurred When Importing Delivery Location Data from a CSV File
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This file contains all of the records that were not imported.
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Modifying Existing Delivery Locations by Using the Cisco Unity Bulk Import Wizard
If you want to use the Cisco Unity Bulk Import wizard to make modifications to existing delivery locations, you will need to create a CSV file for the modifications. We recommend that you run the Cisco Unity Bulk Import wizard to export your existing delivery location data to a CSV file, and then edit the CSV file to use for the modification.
Note that the DTMF_ACCESS_ID column is used as the primary key to find the existing delivery location, and therefore it cannot be modified by the Cisco Unity Bulk Import wizard.
Creating AMIS Subscribers
You may prefer to begin by creating only a few AMIS subscribers for testing purposes, until you verify that Cisco Unity and the remote system can successfully exchange messages. After you have confirmed that messaging between Cisco Unity and the remote system is working correctly, you can finish creating the AMIS subscribers. Note that the AMIS subscribers must be created on the same Cisco Unity server as the AMIS delivery locations.
You can create AMIS subscriber accounts by using the Cisco Unity Bulk Import wizard or the Cisco Unity Administrator. See the following sections:
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Before Creating Subscriber Accounts
This section lists—in order—the issues that you must consider before creating subscriber accounts. AMIS subscribers can be created only on a Cisco Unity bridgehead server. Do the following tasks on the Cisco Unity bridgehead server where you will be adding the AMIS subscribers.
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If you are unsure whether the account that you are using has sufficient rights and permissions to create subscribers, or whether Cisco Unity is properly configured to work with your message store, use the following "To Check Cisco Unity Setup and Permissions by Using the Cisco Unity SysCheck Tool" procedure.
To Check Cisco Unity Setup and Permissions by Using the Cisco Unity SysCheck Tool
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A class of service (COS) defines limits and permissions for subscribers who use Cisco Unity. For example, a COS dictates the maximum length of subscriber messages and greetings. Although most COS settings are not applicable to AMIS subscribers, they still must be members of a COS. In the Cisco Unity Administrator, a COS is specified in each subscriber template; thus, a subscriber is assigned to the COS that is specified in the template upon which the subscriber account is based. Cisco Unity includes predefined classes of service, which you can modify. You can also create new classes of service. For details, see the "Class of Service Settings" chapter in the Cisco Unity System Administration Guide.
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Each COS specifies a restriction table for call transfers, one for message notification, and one for fax deliveries. Cisco Unity applies the restriction table associated with the COS of a subscriber, and displays an error message if the phone number is not allowed. Cisco Unity comes with predefined restriction tables, which you can modify.
Although most restriction table settings do not apply to AMIS subscribers because they cannot log on to Cisco Unity or use the Cisco Personal Communications Assistant (PCA), administrators can enter call transfer numbers for AMIS subscribers. For security purposes, you should modify the restriction table used for transfers in the COS to which AMIS subscribers belong, as necessary. For details, see the "Restriction Tables" chapter in the Cisco Unity System Administration Guide.
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Public distribution lists are used to send voice messages to multiple subscribers at the same time. Cisco Unity assigns new subscribers to the public distribution lists that are specified in the template on which the subscriber account is based. For details, see the "Public Distribution List Settings" chapter in the Cisco Unity System Administration Guide.
Public distribution lists correspond to distribution groups in Active Directory and to distribution lists in Exchange 5.5. The distribution lists are listed in the address book for Microsoft Outlook (or other e-mail client), unless they are explicitly hidden. To help prevent others from sending e-mail to AMIS subscribers, you may want to create lists that contain only AMIS subscribers, and then hide these distribution lists from the Outlook address book. The option to hide distribution lists is available on the Subscribers > Public Distribution Lists > Profile page in the Cisco Unity Administrator. Additionally, you may also want to exclude AMIS subscribers from the All Subscribers distribution list or any other distribution list that contains regular subscribers.
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In the Cisco Unity Administrator, you can specify settings for a group of subscribers by using a subscriber template. Subscriber templates contain settings that are applicable for subscribers of a particular type, such as a department. The settings from the template you choose are applied to subscriber accounts as the accounts are created. Cisco Unity comes with a default subscriber template, which you can modify, and you can create an unlimited number of additional templates. For more details, see the "Subscriber Template Settings" chapter in the Cisco Unity System Administration Guide.
AMIS subscribers correspond to contacts in Active Directory and to custom recipients in Exchange 5.5. The contacts/custom recipients are listed in the address book for Microsoft Outlook (or other e-mail client), unless they are explicitly hidden. You may prefer that the associated contacts/custom recipients do not appear in the Outlook address book at all, or you may want to alter how contacts appear in the Outlook address book. See the "Determining How AMIS Subscribers Appear in the Outlook Address Book" section for details.
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Using the Cisco Unity Bulk Import Wizard to Create Multiple Subscriber Accounts
The Cisco Unity Bulk Import wizard allows you to create multiple subscriber accounts at once by importing user data from a comma-separated value (CSV) file. CSV is a common text file format for moving data from one data store to another.
As long as the user data contained in the CSV file is formatted correctly, you can use it to create new contacts or custom recipients at the same time that you create subscriber accounts. (If Cisco Unity uses an Exchange 2000 or Exchange 2003 server as its partner server, a contact is created in Active Directory. If Cisco Unity uses an Exchange 5.5 server as its partner server, a custom recipient is created in the Exchange 5.5 directory.) Alternatively, the Cisco Unity Bulk Import wizard allows you to use a CSV file to create subscriber accounts with existing contact or custom recipient data.
If you choose to create subscriber accounts with existing contact or custom recipient data, note that the e-mail addresses for the imported contacts or custom recipients are overwritten with extension addresses used for addressing voice messages to the remote voice messaging systems. Thus, the imported objects can no longer be used for outbound message addressing to remote e-mail addresses.
Use the following procedure to prepare your CSV file.
To learn more about preparing a CSV file for use with the Cisco Unity Bulk Import wizard—including information on the required and optional column headers for your CSV file—refer to Cisco Unity Bulk Import wizard Help.
To Prepare a CSV File for Creating AMIS Subscriber Accounts
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As a best practice, do not include more than 7,500 records in a single CSV file, as you may encounter unexpected results when the Cisco Unity Bulk Import wizard imports the data.
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Abade,Alex,2001,3000
Bader,Kelly,2002,3100
Campbell,Terry,2003,3200
Cho,Li,2004,3300Step 5
LAST_NAME,FIRST_NAME,DTMF_ACCESS_ID,REMOTE_USER_ID
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The DELIVERY_LOCATION_ID column contains the dial ID of a delivery location with which the external subscriber will be associated. This value corresponds to the Dial ID field on the Network > Delivery Locations > Profile Page in the Cisco Unity Administrator. If this column header is omitted, or if a row does not contain a value, the delivery location that the Cisco Unity Bulk Import wizard prompts for is used as a default. You can import external subscribers for multiple delivery locations by using one CSV file.
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A value of 1 indicates that subscribers will be hidden from the e-mail address book; a value of 0 indicates that subscribers will be displayed.
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To Create AMIS Subscriber Accounts by Using the Cisco Unity Bulk Import Wizard
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To learn more about the options presented in the dialog boxes that appear as the wizard proceeds, click Help.
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If you had no import errors, or if all errors have now been corrected, see the "After Creating Subscriber Accounts" section.
Correcting CSV Import Errors
The error log file contains data that the Cisco Unity Bulk Import wizard could not import. The wizard reports the first error it detects in a row in a CSV file. When you have corrected that error, the wizard may detect additional errors in the same row when the data is imported again. Thus, you may need to repeat the correction process—running the Cisco Unity Bulk Import wizard and correcting an error—several times to find and correct all errors.
The output log file contains all the records that were not imported. You can save it as a CSV file, and use it when you run the Cisco Unity Bulk Import wizard again. Note that each time you run the Cisco Unity Bulk Import wizard, the error and output log files are overwritten (unless you specify new names for the files).
To correct import errors, use the following procedure.
To Correct Errors That Occurred When Importing Data from a CSV File
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Using the Cisco Unity Administrator to Create AMIS Subscriber Accounts
By using the Cisco Unity Administrator, you can create AMIS subscriber accounts one at a time. When you add a new AMIS subscriber account, Cisco Unity creates a contact or a custom recipient. (If Cisco Unity uses an Exchange 2000 or Exchange 2003 server as its partner server, a contact is created in Active Directory. If Cisco Unity uses an Exchange 5.5 server as its partner server, a custom recipient is created in the Exchange 5.5 directory.)
To create an AMIS subscriber account, do the following procedure.
To Add a New AMIS Subscriber by Using the Cisco Unity Administrator
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After Creating Subscriber Accounts
After creating AMIS subscriber accounts, consider the following:
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See the "Deleting AMIS Subscribers" section for details.
Extending Identified Subscriber Messaging to Include AMIS Subscribers
When a person on a remote voice messaging system who has a corresponding AMIS subscriber account calls a Cisco Unity subscriber and leaves a message, by default Cisco Unity will not identify the message as being from the AMIS subscriber. For Cisco Unity to identify callers whose calling number matches the extension or alternate extension of an AMIS subscriber, identified subscriber messaging (ISM) must be extended to include AMIS subscribers. See the following sections as applicable to your installation.
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Installations with Multiple Cisco Unity Servers Networked via Digital Networking
In installations with multiple Cisco Unity servers networked via Digital Networking, enabling ISM to include AMIS subscribers requires the following:
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Single-Server Installations
In installations with only one Cisco Unity server, enabling ISM to include AMIS subscribers requires the following:
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Setting Permissions on Active Directory Containers Used for Importing Subscribers
If you will be importing contacts from two or more containers (for all of the Cisco Unity servers combined), the Cisco Unity message store services account on each Cisco Unity server must be granted SendAs permission on every container from which contacts will be imported on every Cisco Unity server in the forest. Otherwise, identified subscriber messaging may not work between Cisco Unity servers. For example, if CiscoUnityServer1 will import contacts from Container1 and Container2, and if CiscoUnityServer2 will import contacts from Container3 and Container4, Cisco Unity message store services account on each Cisco Unity server must have SendAs permission for all four containers.
To Set the Applicable Permissions
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Enabling Identified Subscriber Messaging
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To Enable Identified Subscriber Messaging
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Identified subscriber messaging for subscribers on the same Cisco Unity server is enabled when the check box is unchecked. By default, the box is unchecked.
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Extending Identified Subscriber Messaging
After identified subscriber messaging has been enabled, you must extend it to include AMIS subscribers.
To Extend Identified Messaging
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AMIS Concepts and Definitions
The following sections explain AMIS concepts in detail:
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Introduction to AMIS
In AMIS terminology, Cisco Unity and the other voice messaging systems that it communicates with are called nodes. Each node is assigned a unique ID, referred to as a Node ID. The node that places an AMIS call and delivers messages is called the originating node. The node that answers the AMIS call and receives messages is called the destination node. If a particular system acts as both an originating node and a destination node, its Node ID is the same for both functions. AMIS nodes correspond to locations in Cisco Unity.
The Cisco Unity subscribers and the users on the other voice messaging systems are identified by mailbox numbers. On Cisco Unity, the mailbox number for a subscriber is the same as the subscriber extension.
Voice messages are transmitted between nodes by using ordinary phone connections. When one node calls another by dialing a specified delivery phone number, the originating node transmits its Node ID by using a sequence of touchtones. If the destination node accepts the call, the originating node transmits each voice message by using analog playback, and the destination node records each message and delivers it to the applicable mailbox. For detailed information about the touchtones that are transmitted during an AMIS call, see the White Paper: AMIS Analog Networking Definitions, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_white_paper09186a00800875e3.shtml.
In compliance with the AMIS protocol, Cisco Unity batches outgoing messages by node, with a maximum of 9 messages per batch. If there are more than 9 messages for a particular node, Cisco Unity ends the AMIS session after sending the ninth message, hangs up for a brief period of time, and then redials the node to send the next batch of messages.
The AMIS protocol specifies that a message be a maximum of eight minutes long. During an AMIS transmission, before playing a message, the originating node sends the destination node the length of the message. If the message is too long, the destination node may refuse the message and skip to the next message. However, some voice messaging systems will accept longer messages. If the voice messaging system refuses the message, a non-delivery receipt (NDR) is returned to the sender. If a subscriber sends a message that is longer than eight minutes, Cisco Unity will attempt to transmit it. In addition, Cisco Unity may accept messages longer than eight minutes. For each incoming message, Cisco Unity checks the space available in the subscriber mailbox and the Maximum Message Length setting on the Subscriber > Messages page to determine whether to accept the message.
Incoming AMIS messages to Cisco Unity are delivered to subscriber mailboxes only, and cannot be delivered to public distribution lists. Additionally, incoming messages must be addressed to the primary extension of the subscriber; messages addressed to an alternate extension will not be delivered. See the "Inbound Messages Are Delivered Only to Primary Extensions" section for additional information.
Note that for incoming AMIS calls, the initial "handshake" between the originating system and Cisco Unity must take place in a call handler, such as the Opening Greeting call handler. For AMIS Networking to be properly configured, you need to ensure that all incoming AMIS calls are routed to a call handler. When Cisco Unity is initially installed, the default setting is for the call routing table to route calls to the Opening Greeting call handler; thus it is properly configured for AMIS Networking. If the call routing table has been modified after installation, you need to make sure that a rule is in place in your call routing table to route any incoming AMIS calls to a call handler.
Port Usage and Schedules
In the Cisco Unity Telephony Integration Manager (UTIM) and in the Cisco Unity Administrator on the System > Ports page, you can designate which ports on your system are used for outgoing AMIS calls. All ports are used for incoming AMIS calls.
AMIS transmissions can be lengthy and thus tie up ports on your Cisco Unity server. For example, 10 hours of AMIS messages take at least 10 hours of port time to transmit. A 2-minute message sent to a public distribution list that contains 200 AMIS recipients results in 200 messages in the outbound queue, and would require at least 6.5 hours of port time to transmit.
When multiple ports have been designated for outgoing AMIS messages, Cisco Unity uses all designated ports as message traffic warrants. The total number of ports used is limited by the availability of ports that have been designated for outgoing AMIS calls. For example, if there are 10 ports available for outgoing AMIS messages, and 10 hours of messages to deliver, all 10 ports are used for message delivery, and the time to transmit all of the messages will be about one hour plus the time it takes to place the calls and establish the AMIS sessions.
Outbound messages are sorted according to their destination, and then batched into groups of 9. If there are multiple destinations, multiple ports are used to transmit the messages. If there are numerous messages to one destination, each batch of messages (with a maximum of 9 per batch) is transmitted on a different port, if one is available. In other words, if you have multiple ports designated for AMIS message delivery, multiple ports will be used to handle the messages to a single node, as needed. As the number of messages for a particular node increases, an additional port is added when the number of outgoing messages reaches a multiple of 9. For example, one port will be used for message delivery if there are 9 or fewer messages to a node. For 10-18 messages, two ports will be used. For 19-27 messages, three ports will be used, and so on.
After a port starts an AMIS session, it continues sending messages as long as there are messages to be sent. The only time a port disconnects is when there are no more outgoing messages, or after it sends the ninth message to the same node. In this case, the port disconnects briefly, and then continues sending messages if there are more messages that need to be sent.
Because the transmission of outgoing AMIS messages can tie up voice ports for long periods of time, you may want to adjust the schedule so that outgoing AMIS calls are placed during closed hours or at times when Cisco Unity is not processing many calls. Additionally, if most or all of your AMIS delivery numbers are long distance, you may want to schedule the outgoing AMIS calls when the long distance phone rates are lower. Keep in mind, however, that outgoing messages are queued up in the UAmis mailbox, so there must be sufficient storage available if you restrict the delivery window.
You can override the AMIS schedule so that messages marked urgent are sent immediately. Additionally, by setting up a restriction table, you can specify which delivery numbers are sent immediately and which numbers must wait for the AMIS schedule to become active.
If you adjust the AMIS schedule so that outgoing AMIS calls are made only after normal business hours, be sure to inform subscribers. They may choose to contact users on the other voice messaging system directly, or send e-mail, rather than send a voice message that will not be delivered immediately.
If your schedule is such that outbound AMIS calls are placed during normal business hours or when call volumes are heavy, you may want to dedicate certain ports exclusively for incoming calls and other ports exclusively for TRAP. By excluding AMIS outbound calls from those ports, you make sure that there are ports available for calls of a time-sensitive nature. Use the Ports Usage Analyzer, available in Tools Depot, to monitor traffic for a few days and then adjust the ports as needed.
When Cisco Unity has an outbound AMIS call to make, it searches backwards for a port to use, starting with the last port (which is the highest numbered port), until it finds an available port that is configured for outbound AMIS calls. In dual-switch integrations, Cisco Unity starts the search for an available port with the last port in the last integration (again, this is the highest numbered port).
In organizations with multiple Cisco Unity servers networked together, you can set up a "bridgehead" Cisco Unity server to handle all AMIS calls—both inbound and outbound—for all of the Cisco Unity servers in the network. This way, the ports on just one Cisco Unity server are used for AMIS messages.
For additional information, see the following:
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UAmis Account
Outgoing AMIS messages are placed in a special Exchange mailbox called UAmis_<Server name>. Before AMIS messages can be transmitted, you must create the UAmis account (see the "Creating the UAmis Account" section).
The mailbox for the UAmis account is located on the partner Exchange server, which is the Exchange server that was selected in the Message Store Configuration wizard during Cisco Unity setup.
The storage limits for the UAmis mailbox are set to the limits defined for the mailbox store in which the UAmis mailbox is created. Although you can change the storage limit for the UAmis mailbox by using the Exchange 2000 or Exchange 2003 System Manager or Exchange 5.5 Administrator, as applicable, do so with caution. If the UAmis mailbox is full, subsequent outgoing messages cannot be delivered, and the sender receives a NDR.
Consider the following when determining whether limits should be set on the UAmis mailbox:
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You may want to monitor the outgoing AMIS message traffic by running the AMIS Out Traffic Report before setting limits on the UAmis mailbox. For more information, see the "AMIS Out Traffic Report" section in the "Reports" chapter of the Cisco Unity Maintenance Guide. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_maintenance_guide_book09186a008043ea51.html.)
The UAmis mailbox can be moved and deleted just like any other Exchange mailbox, by using standard Microsoft tools. Be sure to let anyone who administers Active Directory and Exchange know about the UAmis account so that it is not moved or deleted by mistake. To avoid inadvertently moving or deleting the UAmis account, consider changing the Exchange display name so that the account is more clearly identified to you or the Exchange administrator as requiring "special" treatment. On Exchange 2000 or Exchange 2003 servers, you can hide the UAmis account so that it does not appear in the Outlook address book.
Caution
For information on moving the UAmis mailbox, see the "UAmis Mailbox" section in the "Cisco Unity Data and Log Files" chapter of the Cisco Unity Maintenance Guide, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_maintenance_guide_book09186a008043ea51.html.
Messages are sent from the UAmis mailbox at one or more of the following times:
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When AMIS messages are sent, Cisco Unity follows the AMIS protocol. It batches the outgoing messages by destination, with a maximum of nine messages per batch. If there are more than nine messages for a particular destination, Cisco Unity ends the AMIS session after sending the ninth message, hangs up for a brief period of time, and then redials the delivery number to send the next batch of messages. Messages that have not been sent when the schedule becomes inactive remain in the UAmis mailbox until the schedule becomes active again. An error is logged in the Windows Application Event log when messages remain in the UAmis mailbox for more than 24 hours. See the "Maintenance" section for information about monitoring the UAmis mailbox.
In organizations with multiple Cisco Unity servers networked together, the UAmis account needs to be created only on those Cisco Unity servers that will place and receive AMIS calls. See the "Considerations for Networked Cisco Unity Servers" section for more information.
Voice Connector and AMIS Networking
The Voice Connector allows Cisco Unity to send and receive AMIS messages. When subscribers use the phone to address a message to an AMIS recipient, Cisco Unity constructs an address with the form AMIS:<Location Dial ID>_<Remote Mailbox> for the message. The Voice Connector is registered with Exchange to handle messages with the AMIS address type. For an outbound message to an AMIS recipient, the Voice Connector transforms the message properties and delivers the message to the UAmis mailbox. For installations with multiple Cisco Unity servers licensed for AMIS, the Voice Connector delivers the message to the UAmis mailbox associated with the Cisco Unity server on which the AMIS location or AMIS subscriber was created.
There are two versions of the Voice Connector. The version that you use depends on your Exchange network:
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See the "Setting Up the Voice Connector for AMIS Networking" section for information about setting up the Voice Connector.
Locations and AMIS Networking
Central to how you set up AMIS is a Cisco Unity object called a location. Each Cisco Unity server is associated with one location referred to as the default or primary location, which is created during installation and which cannot be deleted. When setting up AMIS, you give the primary location a new name and a Dial ID (which is an identifier for the location within Cisco Unity), enter the AMIS Node ID, and customize other properties as applicable. The AMIS Node ID on the primary location is transmitted on all outgoing AMIS calls and identifies your Cisco Unity system to the destination nodes. See the "Primary Location Profile Settings" section for details about the settings.
You create a delivery location in Cisco Unity to correspond to each remote voice messaging system with which Cisco Unity communicates. Delivery locations contain the information that Cisco Unity needs to exchange messages with other nodes—the Delivery Phone Number and the AMIS Node ID. See the "AMIS Delivery Location Profile Settings" section for details about the settings.
In organizations with multiple Cisco Unity servers networked together, the delivery locations should be created only on those Cisco Unity servers that are licensed for AMIS. See the "Considerations for Networked Cisco Unity Servers" section for more information.
Message Addressing Options
Cisco Unity provides the following message addressing options:
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Message Addressing Limitations
Subscribers can use the Cisco Unity phone conversation (also known as the telephone user interface, or TUI), ViewMail for Microsoft Outlook, or the Cisco Unity Inbox to reply to and forward AMIS messages just as they do with regular voice messages. However, when sending or retrieving AMIS messages, subscribers will encounter the following limitations:
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(Note that in version 3.1 and earlier, the Cisco Unity Inbox was known as the Visual Messaging Interface or VMI.)
Blind Addressing and AMIS Networking
AMIS blind addressing is one of the methods that Cisco Unity provides for addressing AMIS messages to users of another voice messaging system. Blind addressing allows Cisco Unity subscribers to send messages to subscribers on the remote voice messaging system even though the recipient mailbox number, name, and recorded name are not in the directory. Even though Cisco Unity cannot provide voice name confirmation (hence the term "blind addressing"), the message is addressed and sent.
One of the steps to setting up blind addressing is adjusting the Blind Addressing setting on the Primary Location > Addressing Options page. You also create a delivery location that corresponds to each voice messaging system with which Cisco Unity communicates.
You provide the following information for each delivery location:
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When blind addressing a message, subscribers dial a number that is made up of the delivery location Dial ID and the mailbox number of the recipient. Before addressing the message, Cisco Unity parses the number that the subscriber entered and searches for a matching delivery location. If Cisco Unity does not find a matching location, it reports the error to the sender and does not address the message. If a matching delivery location is found, Cisco Unity addresses the message without verifying that the remote mailbox number exists. Cisco Unity does provide voice name confirmation that the delivery location exists before addressing the message (assuming a voice name was recorded for the delivery location).
Because your Cisco Unity server does not have access to the names and extensions of the users on the other voice messaging system, subscribers cannot use spelling mode when blind addressing a message to someone on the other system.
Subscribers can also address voice messages in ViewMail for Microsoft Outlook and in the Cisco Unity Inbox to someone on the remote voice messaging system by using the following format: [AMIS:<Location Dial ID>_<Remote Mailbox>]. For example, to send a message to Dial ID 206, mailbox 555, the address is: [AMIS:206_555]; the brackets must be included in the address. (Note that in version 3.1 and earlier, the Cisco Unity Inbox was known as the Visual Messaging Interface or VMI.)
For administrators of Cisco Unity, blind addressing is the option that requires the least amount of work to set up. However, subscribers will encounter some limitations when blind addressing messages to users on the other voice messaging system. Subscribers can address the message only by using number mode, so they must know the delivery location Dial ID and the mailbox number for the recipient. Additionally, Cisco Unity cannot verify that the number entered is correct, so subscribers may inadvertently address a message to the wrong person or to a non-existent mailbox.
In Cisco Unity 4.0(5) and later, subscribers can use the Cisco Unity conversation to add and delete blind addresses in their private distribution lists. In contrast, subscribers cannot use the Cisco Unity Assistant to add blind addresses to their private lists, though they can use it to view list members and to delete any blind addresses that were added by phone. The Cisco Unity Administrator also does not allow you to add blind addresses to private lists, but you can use it to view and delete list members.
In organizations with multiple Cisco Unity servers networked together, when subscribers use blind addressing to address messages to someone at an AMIS location, the AMIS transmission originates from the Cisco Unity server on which the AMIS delivery location was created. See the "Considerations for Networked Cisco Unity Servers" section for more information.
AMIS Subscribers
AMIS subscribers are a representation in Cisco Unity of the subscribers on the remote messaging system. AMIS subscribers are created in Cisco Unity to enable Cisco Unity subscribers to find them in the directory and send them messages as they would with any other subscriber. Voice messages addressed to AMIS subscribers are sent to the voice messaging system that they use.
AMIS subscribers do not require additional Exchange client access licenses (CALs), and they do not consume Cisco Unity subscriber licenses. The Cisco Unity subscriber license count does not change when you create AMIS subscribers.
To set up AMIS subscribers, you first create an AMIS delivery location that corresponds to each remote voice messaging system with which Cisco Unity communicates. After creating the delivery location(s), you create an AMIS subscriber account for each remote user. When creating each AMIS subscriber account, you specify the user mailbox number on the other voice messaging system and select the AMIS delivery location with which the AMIS subscriber is associated. Cisco Unity uses the Delivery Phone Number and AMIS Node ID from the associated delivery location when delivering messages to the AMIS subscriber.
In organizations with more than one Cisco Unity server licensed for AMIS, AMIS subscribers can be associated only with AMIS delivery locations created on the same Cisco Unity server that the AMIS subscribers will be created on. When subscribers address messages to an AMIS subscriber, the AMIS transmission originates from the Cisco Unity server on which the AMIS subscriber was created. See the "Considerations for Networked Cisco Unity Servers" section for more information.
AMIS subscribers in Cisco Unity are represented as custom recipients in Exchange 5.5 and as contacts in Active Directory. When you delete AMIS subscribers in the Cisco Unity Administrator, the underlying contacts/custom recipients are removed automatically.
You create and manage AMIS subscriber accounts in much the same way that you do regular subscriber accounts. You can use the Cisco Unity Administrator to create, modify, and delete AMIS subscriber accounts one at a time, and you can use the Cisco Unity Bulk Import wizard to create and modify multiple AMIS subscriber accounts.
Extensions are mandatory for AMIS subscriber accounts. The extension, which must be unique across the dialing domain, is the number that Cisco Unity subscribers dial when addressing a message to an AMIS subscriber. This number may or may not be the same as the mailbox number of the subscriber on the remote voice messaging system. Callers who reach the opening greeting of your organization can dial the extension of an AMIS subscriber or look up an AMIS subscriber in directory assistance and leave a message.
Other than receiving messages, AMIS subscribers do not have access to other Cisco Unity features, and some sections of the Cisco Unity Administrator are disabled for AMIS subscribers. AMIS subscribers:
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Setting up AMIS subscribers requires more overhead for administrators of Cisco Unity than AMIS blind addressing does. However, the AMIS subscriber option allows other subscribers to address messages to AMIS subscribers the same way that they address messages to regular subscribers.
Subscriber Experience with AMIS Subscribers
Provided that AMIS subscribers are listed in the phone directory and have had voice names and greetings recorded for them:
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Note that when Cisco Unity records a message from an unidentified caller for an AMIS subscriber, the Dial ID of the primary location is used as the sending mailbox. Although AMIS subscribers are not prevented from replying to these messages, the replies are returned to the Unity Messaging System mailbox as NDRs.
Identified Subscriber Messaging
Identified subscriber messaging (ISM) affects what subscribers hear when they call other subscribers from their primary or alternate extensions and are forwarded to the greetings of the subscribers they call. If they then leave a message, ISM affects what the called subscriber hears and can do when listening to the message. When ISM is enabled, Cisco Unity recognizes that the calling extension is associated with a subscriber and accordingly plays the internal greeting of the called subscriber. Additionally, when the called subscriber later listens to the message, Cisco Unity plays the recorded voice name of the subscriber who left the message and allows the called subscriber to record a reply.
When a call to a Cisco Unity subscriber is forwarded to the subscriber greeting and ISM is enabled, Cisco Unity compares the calling number (ANI or caller ID) to the primary and alternate extensions of subscribers. If a match is found, Cisco Unity identifies the caller as a subscriber. When Cisco Unity compares the calling number to extensions, by default, only "regular" Cisco Unity subscribers on the local system are included in the comparison. Beginning with Cisco Unity 3.1(6) and 4.0(3), ISM can be expanded to include all Cisco Unity subscribers throughout a dialing domain.
In Cisco Unity 4.0(4) and later, you can enable ISM for AMIS, Bridge, and VPIM subscribers (collectively referred to as external subscribers), so that Cisco Unity will include them when comparing calling numbers to extensions. Note the following:
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Note the difference between leaving a messaging and sending a message. When a person on the remote voice messaging system with a corresponding external subscriber account records and sends a message to a Cisco Unity subscriber (as opposed to calling and leaving a message), all versions of Cisco Unity identify the message as being from the corresponding external subscriber.
The phone system provides the calling number to Cisco Unity. The number of digits included in the calling number is configurable in most phone systems. For Cisco Unity to find a matching subscriber extension, the phone system must be configured to provide the applicable number of digits in the calling number. You may also need to add alternate extensions to the subscriber accounts to match the calling number. Additionally, there may be other phone system-specific issues that prevent Cisco Unity from matching the calling number to a subscriber extension. Refer to your phone system documentation and the applicable Cisco Unity integration guide for details about the call information provided by the phone system.
Live Reply to AMIS Subscribers
Live reply allows subscribers who listen to their messages by phone to respond to messages from other subscribers by calling them. When live reply is enabled, subscribers listening to messages by phone can reply to a subscriber message by pressing 4-4 to have Cisco Unity call the subscriber directly. (Subscribers using Optional Conversation 1 press 8-8 for live reply.) Note that whether subscribers have access to the live reply feature depends on their class of service settings. (Live reply is enabled on the Subscribers > Class of Service > Messages page in the Cisco Unity Administrator.)
As of Cisco Unity 4.0(4), subscribers can live reply to messages from subscribers on other voice messaging systems who have corresponding AMIS subscriber accounts in Cisco Unity. In order for the live reply call to be successfully transferred, a call transfer number must be configured for the AMIS subscribers.
Note that a live reply to an AMIS subscriber is always done via a release to phone system transfer, even when both the Cisco Unity subscriber who is replying to a message and the AMIS subscriber have accounts on the same Cisco Unity server. On a release to switch transfer, Cisco Unity dials the call transfer number configured for the AMIS subscriber and hangs up, leaving the phone system to handle the call. Note the following limitations with release to switch transfers:
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Note the following:
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Deleting AMIS Subscribers
Each AMIS Subscriber is associated with a directory object, which is either an Active Directory contact or an Exchange 5.5 custom recipient. When you delete AMIS subscribers in the Cisco Unity Administrator by deleting the subscriber accounts individually, the underlying directory objects are automatically deleted. To delete all of the AMIS subscribers associated with a delivery location, the underlying contacts for those subscribers, and the delivery location itself, use the Global Subscriber Manager, available in Tools Depot.
Note that when you delete an AMIS delivery location, blind addressees are also removed from all private lists. Consider notifying subscribers of these potential changes to their private lists.
Extension Addresses
When you create an AMIS subscriber, Cisco Unity automatically generates an e-mail address in the following format:
AMIS:<Location Dial ID>_<Remote Mailbox>This special e-mail address is referred to as an extension address (or a remote address). The extension address is a combination of the delivery location Dial ID with which the AMIS subscriber is associated, and the Remote Mailbox Number of the AMIS subscriber. Each contact in Active Directory that corresponds to an AMIS subscriber contains an extension address. Similarly, each custom recipient in Exchange 5.5 that corresponds to an AMIS subscriber contains an extension address.
When subscribers use the phone to address messages to an AMIS subscriber, they dial an extension. Cisco Unity recognizes the recipient as an AMIS subscriber and retrieves the extension address from the SQL database on the Cisco Unity server.
Extension addresses are generated automatically when you create AMIS subscribers, and as of Cisco Unity 4.0(3), extension addresses are automatically updated if you change the Dial ID of a delivery location or the remote mailbox number. (Because the extension addresses are now updated automatically, the Extension Address utility is no longer included with the tools that ship with Cisco Unity.)
Determining How AMIS Subscribers Appear in the Outlook Address Book
Depending on your installation, the users of the remote voice messaging system may already have Windows accounts and Exchange mailboxes on your local network that they use for e-mail. Therefore, when AMIS subscriber accounts are created for them, the Exchange address lists will contain duplicate listings—the existing user account that is used for e-mail and a new contact (or custom recipeint) that is used only for voice mail. Both listings are included in the Outlook address book. This means that people may inadvertently send e-mail messages to the contact, which should be used only for addressing voice messages.
To discourage people from inadvertently sending e-mail messages to AMIS subscribers, you can prevent the associated contact (or custom recipeint) from appearing in the Outlook address book. Alternatively, you can change how the display name for the contact appears in the Outlook address book so that subscribers can distinguish the contact from a user account. In this way, you can reduce the number of e-mail messages inadvertently sent to contacts and simplify addressing for those who send voice messages to AMIS subscribers at the same time.
If you prefer that the associated contacts for subscribers do not appear in the Outlook address book at all, see the "Preventing Contacts From Appearing in the Outlook Address Book" section. If you are using the Voice Connector for Exchange 5.5, be sure to read the "Exchange 5.5: Extension Address Is Used Instead of AMIS Subscriber as the Sender in Incoming Messages" section before hiding the AMIS subscribers.
Alternatively, if you want to alter how contacts appear in the Outlook address book, see the "Modifying How Contacts Appear in the Outlook Address Book" section.
Preventing Contacts From Appearing in the Outlook Address Book
Either before or after you create AMIS subscriber accounts, you can prevent the associated contact (or custom recipeint) from appearing in the Outlook address book by hiding the contacts from Exchange address lists. When you do so, Exchange will still deliver e-mail messages addressed to an existing user account (if one exists) and to the contact. However, the number of e-mail messages sent to the contact may be reduced because subscribers cannot inadvertently pick the contact from the Outlook address book when addressing messages to them.
If you are using the Voice Connector for Exchange 5.5, be sure to read the "Exchange 5.5: Extension Address Is Used Instead of AMIS Subscriber as the Sender in Incoming Messages" section before hiding the AMIS subscribers.
The method by which you prevent subscribers from appearing in Outlook address books varies depending on your version of Exchange:
Cisco Unity with Exchange 5.5
To prevent subscribers from appearing in Outlook address books, you can use either the Cisco Unity Administrator, Bulk Edit, or Microsoft Exchange 5.5 Administrator:
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Cisco Unity with Exchange 2003 or Exchange 2000
To prevent subscribers from appearing in Outlook address books, you can use the Cisco Unity Administrator, the Cisco Unity Bulk Import wizard, Bulk Edit, or Windows Active Directory for Users and Computers:
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Modifying How Contacts Appear in the Outlook Address Book
As an alternative to preventing a contact (or custom recipeint) from appearing in the Outlook address book altogether, you may want to alter the display name for the contact so that subscribers can distinguish the contact from the user account. For example, you could append " - Voice mail" to the display name of each AMIS subscriber, and the names would appear in the Outlook address book as follows:
Abade, Alex
Abade, Alex - Voice mail
Bader, Kelly
Bader, Kelly - Voice mail
Campbell, Terry
Campbell, Terry - Voice mail
Cho, Li
Cho, Li - Voice mailIn this way, subscribers can easily determine which address is appropriate to use when they send voice messages to AMIS subscribers. Additionally, when subscribers use the Outlook address book to address a message to a contact, they can be confident that the address is formatted correctly.
Preventing Subscribers From Adding Individual Subscribers to Private Lists in the Cisco Unity Assistant
In the transition from a legacy voice messaging system to Cisco Unity, your organization may choose to migrate users to Cisco Unity in phases. As a result, Cisco Unity will likely support both regular subscribers and "external" subscribers—Bridge, AMIS, or VPIM contacts (as applicable)—at the same time. Regular subscribers can send messages to external subscribers, and even add them to their private distribution lists during the transition.
However, once external subscribers are converted into regular Cisco Unity subscribers, they are automatically removed from all private lists without notifying private list owners. When this occurs, subscribers may continue to send messages to their private lists without realizing that some of their intended recipients no longer receive them.
When convenient and practical, Cisco Unity administrators should notify subscribers when external subscribers are converted to regular subscribers, notifying subscribers that they should re-add the newly migrated subscribers to existing private lists, as applicable. During the migration phase, you may also want to consider preventing subscribers from adding subscribers to their private lists in the Cisco Unity Assistant, and asking them not to use the Cisco Unity phone menus to do so—at least until the migration process is complete.
Use the following procedure to prevent all subscribers associated with the Cisco Unity server from adding individual subscribers to their private lists in the Cisco Unity Assistant. The procedure does not prevent subscribers from using the Cisco Unity phone menus to add regular and external subscribers to their private lists, nor does it prevent subscribers from addressing messages to regular and external subscribers.
To Prevent Subscribers From Adding Individual Subscribers to Private Lists in the Cisco Unity Assistant
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You do not need to restart Cisco Unity to enable the change.
Migrating Subscribers from Another Voice Messaging System to Cisco Unity
If you are using AMIS to migrate from another voice messaging system to Cisco Unity, there are several tools that you can use to create Cisco Unity subscribers from AMIS subscriber information. See the following sections for more information:
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Migrating Subscribers in Bulk
Following are the general steps for migrating AMIS subscribers to Cisco Unity subscribers in bulk. Refer to the Help files of each of the tools for more information. (Click the Tools Depot icon on the Cisco Unity server, and click the applicable tool in the left pane to view the Help file.)
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Migrating Subscribers One at a Time
If you have set up AMIS subscriber accounts for the subscribers on another voice messaging system, and if they have existing Exchange mailboxes, you may want to use the Migrate Subscriber Data utility when the time comes to migrate them to Cisco Unity. The Migrate Subscriber Data utility creates a Cisco Unity subscriber account by combining the Cisco Unity-specific data from an existing AMIS subscriber account (such as the voice name) with an existing mail user. The utility then deletes the AMIS subscriber account and the associated Active Directory contact (or Exchange 5.5 custom recipient).
The Migrate Subscriber Data utility is available in Tools Depot on the Cisco Unity server. Refer to the Help file that comes with the utility for more information.
Private List Considerations for Migrating Subscribers
When you migrate AMIS subscribers, consider notifying Cisco Unity subscribers of these potential effects on private distribution list membership:
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Considerations for Networked Cisco Unity Servers
In organizations with multiple Cisco Unity servers networked together, when subscribers address messages to an AMIS delivery location (by using blind addressing) or to an AMIS subscriber, the AMIS transmission originates from the Cisco Unity server on which the AMIS delivery location was created. (Note that AMIS subscribers are always created on the same Cisco Unity server as their associated AMIS delivery locations.)
When subscribers address a message to someone on the remote voice messaging system, the Voice Connector delivers the message to the UAmis mailbox associated with the Cisco Unity server on which the addressed AMIS delivery location was created. The AMIS schedule and the AMIS delivery options on the pertinent Cisco Unity server are applied.
Only one Cisco Unity server in the network needs to be licensed and set up for AMIS. If allowed by the primary location addressing options, all subscribers, no matter which Cisco Unity server they are associated with, can send messages to an AMIS delivery location or to an AMIS subscriber. The Cisco Unity server configured for AMIS acts as the AMIS "bridgehead" server for the other Cisco Unity servers in the network. For example, in Figure 5-1, there are three Cisco Unity servers in the network, but Unity 2 is the only server licensed and configured for AMIS. Unity 2 places and receives all of the AMIS calls. Thus, no matter which Cisco Unity server a subscriber is associated with, when the subscriber sends a message to someone on another voice messaging system, the message is routed to the UAmis mailbox associated with Unity 2. This mailbox is homed on the Exchange server that was selected in the Message Store Configuration wizard during the setup of Unity 2.
Figure 5-1 AMIS Bridgehead Configuration
Design Considerations
Because AMIS calls are placed and answered on the Cisco Unity server on which the AMIS delivery locations were created, you can configure your Cisco Unity servers as needed to handle AMIS traffic.
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For example, assume that there are two AMIS bridgehead servers, Bridgehead A and Bridgehead B, and there are four AMIS delivery locations called London, Paris, Goose Creek, and Monks Corner. You anticipate that message delivery to the London and Paris delivery locations will be heavy, and that message delivery to the Goose Creek and Monks Corner delivery locations will not be as heavy. You can balance the load by creating the London and Goose Creek delivery locations on Bridgehead A, and create the Paris and Monks Corner delivery locations on Bridgehead B. This ensures that the AMIS traffic for the two heavy AMIS locations is split up between the two bridgehead servers, rather than one trying to deliver all of the messages by itself.
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For example, assume there are Cisco Unity servers in Chicago and in New York, and that there is also another voice messaging system in New York to which subscribers in Chicago want to send messages. To avoid long distance phone charges when subscribers in Chicago send messages to individuals who use the remote voice messaging system in New York, you create an AMIS delivery location, and optionally, AMIS subscribers, on the New York Cisco Unity server. When subscribers associated with the Chicago Cisco Unity server address messages to the AMIS subscribers in New York, the messages are first delivered by Exchange and the Voice Connector to the UAmis mailbox associated with the New York Cisco Unity server. Then the New York Cisco Unity server dials a local number to deliver the message to the remote voice messaging system, thus avoiding long distance phone charges.
Maintenance
This section provides information on various tasks that you may need to do in order to maintain your AMIS Networking configuration. See the following sections for details:
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Monitoring AMIS Message Traffic
Cisco Unity monitors AMIS transmissions and the UAmis mailbox, and logs error events to the Windows Application Event log. Outgoing messages that cannot be delivered are returned to the sender, or to the Unaddressed Messages public distribution list if Cisco Unity cannot determine who the sender is.
For detailed information about the touchtones that are transmitted during an AMIS call, see the White Paper: AMIS Analog Networking Definitions, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_white_paper09186a00800875e3.shtml. To see the DTMFs that are transmitted during an AMIS call, use the Cisco Unity Diagnostic tool to enable the micro trace 28 AMIS Frames in the Conv AMIS section. You can also use the Port Status Monitor, available in the Switch Integration Tools section of Tools Depot, to observe call progress, and the Port Usage Analyzer, available in the Reporting Tools section of Tools Depot, to monitor port usage.
Cisco Unity also provides reports on AMIS message traffic. For more information, see the "AMIS Out Traffic Report" and the "AMIS In Traffic Report" sections in the "Reports" chapter of the Cisco Unity Maintenance Guide. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_maintenance_guide_book09186a008043ea51.html.)
Although Cisco Unity monitors the UAmis mailbox, you may want to check the UAmis mailbox periodically to confirm that messages are being sent in a timely manner. For example, if there are still messages to be sent when the AMIS schedule becomes inactive, they remain in the UAmis mailbox until the AMIS schedule becomes active again. If messages are often left in the UAmis mailbox, you may need to adjust the AMIS schedule or designate more voice ports for outgoing AMIS calls. Access to the UAmis mailbox is also needed when troubleshooting outbound message delivery problems.
In order to use Microsoft Outlook to access the UAmis mailbox, use the following procedure to add the UAmis mailbox to the user profile of someone with administrative rights to Exchange. Refer to the Outlook documentation for more information.
To Add the UAmis Mailbox to a User Profile
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Moving the UAmis Mailbox
For information on moving the UAmis mailbox, see the "UAmis Mailbox" section in the "Cisco Unity Data and Log Files" chapter of the Cisco Unity Maintenance Guide, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_maintenance_guide_book09186a008043ea51.html.)
AMIS Reference
This section contains tables that define the fields on the Cisco Unity Administrator web pages related to AMIS setup, and briefly explain the options for correctly entering information in the fields. See the following sections for details:
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AMIS Delivery Location Profile Settings
AMIS delivery locations are Cisco Unity objects that contain the addressing information that Cisco Unity needs to send messages to and receive messages from another voice messaging system. You create an AMIS delivery location that corresponds to each remote voice messaging system with which Cisco Unity communicates.
Use the following tables to learn more about the delivery location profile settings for an AMIS location.
AMIS Delivery Options Settings
The AMIS delivery options settings control attributes of outgoing AMIS calls. These settings apply to messages sent to all AMIS delivery locations and AMIS subscribers created on your Cisco Unity server.
One of the settings that you specify here is the Local Dial Restriction Table. This restriction table and the AMIS schedule together determine when outgoing AMIS calls are made. See the "Restriction Tables" chapter of the Cisco Unity System Administration Guide for general information about restriction tables. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_administration_guide_book09186a008043ea39.html.)
Use the following table to learn more about AMIS delivery options settings.
AMIS Schedule Settings
The AMIS schedule and the AMIS restriction table together determine when outgoing AMIS calls are made. If a delivery number for an outgoing AMIS message is allowed by the AMIS restriction table, the message is sent immediately—the schedule settings do not apply. If the delivery number is not allowed by the AMIS restriction table, the schedule determines when the message is sent. Therefore, the schedule determines when messages are sent for delivery numbers that are disallowed by the AMIS restriction table.
Cisco Unity batches messages to a delivery location, with a maximum of nine messages per batch. If an AMIS transmission is in progress when the schedule becomes inactive, the transmission of the entire batch of messages is completed. However, any other messages remaining in the queue, but not in the batch that was in the process of being transmitted, are queued until the next active time in the schedule. Queued messages are placed in the UAmis mailbox.
Because the transmission of AMIS messages may tie up voice ports for long periods of time, you may want to schedule outgoing AMIS calls during closed hours or at times when Cisco Unity is not processing many calls. Additionally, if most or all of your AMIS delivery numbers are long distance, you may want to schedule the AMIS calls when the long distance phone rates are lower.
Use the following table to learn more about AMIS schedule settings.
Troubleshooting
For information on troubleshooting problems with AMIS messages, see the following sections in the Cisco Unity Troubleshooting Guide, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guide_book09186a008043ea30.html.
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For detailed information about the touchtones that are transmitted during an AMIS call, see the White Paper: AMIS Analog Networking Definitions, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_white_paper09186a00800875e3.shtml.
You can use the Port Status Monitor, available in the Switch Integration Tools section of Tools Depot, to observe call progress, and the Port Usage Analyzer, available in the Reporting Tools section of Tools Depot, to monitor port usage.
Notable Behavior
This section describes notable behavior of AMIS Networking. See the following sections for more information:
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Call Transfer Settings for AMIS Subscribers
In installations with multiple Cisco Unity servers networked via Digital Networking, the number that Cisco Unity uses for call transfers to a subscriber is the only number replicated among the Cisco Unity servers; none of the other settings on the Subscriber > Call Transfer page in the Cisco Unity Administrator are replicated. For example, in Figure 5-2, call transfers are set to ring the subscriber at the number 9,5551212. The only call transfer setting that is replicated to other Cisco Unity servers is the call transfer number 9,5551212. If the setting was "Yes, ring subscriber's extension" instead, the number 3047 would be replicated.
Figure 5-2 Only the Call Transfer Number Is Replicated
When the call transfer setting is set to "No (send directly to subscriber's greeting)," the call transfer number is automatically set to the subscriber extension (3047 in the example above), which is replicated to the other networked Cisco Unity servers.
Call transfers to AMIS subscribers created on other Cisco Unity servers are always handled by the phone system (release to switch)—rather than by Cisco Unity (supervised transfer)—even if the subscribers are set up for supervised transfers (as in the above example). The release to switch call transfers happen when:
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On a release to switch transfer, Cisco Unity dials the call transfer number configured for the AMIS subscriber and hangs up, leaving the phone system to handle the call. Note the following limitations with release to switch transfers:
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Inbound Messages Are Delivered Only to Primary Extensions
When addressing a message to a Cisco Unity subscriber, users on the remote voice messaging system must use the primary extension of the Cisco Unity subscriber; alternate extensions are not supported. Senders will receive an NDR if they address a message with the alternate extension of a Cisco Unity subscriber.
Note also that Cisco Unity does not accept messages from a remote voice mail system that are sent to Cisco Unity public distribution lists, call handlers, and interview handlers. Cisco Unity accepts messages from a remote voice mail system only when they are sent to a subscriber primary extension.
When designing the numbering plan for Cisco Unity subscribers, as a best practice, configure the primary extension of all Cisco Unity subscribers with the extension that will be used for addressing from the remote voice mail system. Configure all other required extensions as alternate extensions, as all other functionality in Cisco Unity can use alternate extensions.
Inbound Search Scope
In installations with multiple Cisco Unity servers networked together, the search scope for a matching subscriber extension for inbound messages sent from another AMIS-compliant voice messaging system is controlled by the primary location addressing options in the Cisco Unity Administrator. The search scope for inbound AMIS messages can be set to the local Cisco Unity server, to the dialing domain that the local Cisco Unity server is a member of, or to the entire global directory. Note that only subscriber extensions are searched. Incoming AMIS messages cannot be delivered to distribution lists.
Running the Voice Connector Setup Program in Another Language
The Voice Connector installation program does not prompt with a choice of languages for the installation; it always installs in English. To run the Voice Connector installation program by using one of the localized versions (FRA, DEU, or JPN) instead of English, do the following procedure.
To Run the Voice Connector Setup Program in Another Language
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Note
Exchange 5.5: Extension Address Is Used Instead of AMIS Subscriber as the Sender in Incoming Messages
If AMIS subscribers have been hidden from the Exchange 5.5 address book, incoming messages to Cisco Unity that should be labeled as being from an AMIS subscriber are instead labeled as being from <Location DialID>_<Remote Mailbox>, which is the extension address of the sending AMIS subscriber. Cisco Unity subscribers can reply to the messages with an extension address for the sender, and the messages are delivered. However, note the following limitations:
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This limitation, which is described in the caveat CSCeb71865, has been resolved in Cisco Unity 4.0(4) and later with the Voice Connector for Exchange 2000 version 11.0(2) and later. However, the limitation could not be resolved with the Voice Connector for Exchange 5.5. The only workaround for Cisco Unity with Exchange 5.5 systems is to expose the AMIS subscribers in the Exchange 5.5 address book.
