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Now fully updated for the new Cisco CAPPS 300-085 exam, Implementing Cisco Collaboration Applications (CAPPS) Foundation Learning Guide is your Cisco® authorized learning tool for CCNP® Collaboration preparation. Part of the Cisco Press Foundation Learning Series, it teaches advanced skills for designing, deploying, configuring, and troubleshooting Cisco Collaboration and Unified Communications applications, devices, and networks.

Author Chris Olsen shows how to effectively use Cisco Unity Connection, Cisco Unity Express, Cisco Instant Message and Presence, Cisco TelePresence Video Communication Server, and Cisco TelePresence Management Suite in production environments.

He begins by introducing the server platforms and overlays that are the basis for all Cisco Unity Connection design and integration. Next, he presents in-depth coverage of a wide range of essential tasks-from user configuration to voicemail redundancy, configuring Cisco Jabber Mobile, to provisioning Cisco Prime Collaboration.

Each chapter opens with a list of topics that clearly identifies its focus. Each chapter ends with a summary of key concepts for quick study, as well as review questions to assess and reinforce your understanding. Throughout, configuration examples and sample verification outputs illustrate critical issues in network operation and troubleshooting.

Whether you are preparing for the CCNP Collaboration certification exams or you are just interested in learning about how to deploy and operate Cisco collaboration applications, you will find this book to be an invaluable resource.

Shows how to integrate Cisco Unity Connection with Cisco Unified Communications Manager or other PBXs
Covers configuring Cisco Unity Connection users, templates, service classes, distribution lists, security, LDAP, dial plans, and call management
Walks through Unified Messaging single Inbox configuration
Shows how to design, integrate, and configure feature-rich branch office messaging solutions with Cisco Unity Express
Explains Cisco Unified IM and Presence components, design, integration, deployment, and feature configuration
Covers Cisco Jabber and Cisco Jabber Mobile configuration
Guides you through deploying Cisco Collaboration Systems Applications with Cisco Prime Collaboration
Introduces Cisco TelePresence Management Suite (Cisco TMS) capabilities and scheduling options
This book is in the Foundation Learning Guide Series. These guides are developed together with Cisco® as the only authorized, self-paced learning tools that help networking professionals build their understanding of networking concepts and prepare for Cisco certification exams.

Introduction xxii

Chapter 1 Designing and Deploying Cisco Unity Connection 1

Physical Server Choices for Cisco Collaboration System Applications 2

VMware vSphere ESXi Virtualization 3

Physical and Virtual Architecture Comparison 3

Virtual Machine Encapsulation and Files 4

Typical Versus Custom Virtual Machine Creation 5

OVA Template for Cisco Unity Connection 7

Resizing Virtual Machine Resources 8

Shares and Reservations 9

Virtual Switch and NIC Teaming 11

NIC Teaming 12

Storage Overview 13

Sizing and Scaling Cisco Unity Connection Servers 14

Active-Active, High-Availability Deployment 16

Cisco Unity Connection Deployment Options 17

Single-Site Deployment 17

Centralized Multisite Deployment 18

Decentralized Multisite Deployment 19

Traffic-Pattern Evaluation Example 20

Centralized Cisco Unity Connection System Example 21

Cisco Unity Connection Networking 21

Cisco Unity Connection Links 23

Digital Networking with Active-Active Pairs 24

Voice Profile for Internet Mail 24

HTTPS Networking 25

Cisco MediaSense Overview 27

Cisco MediaSense Five-Server Deployment 28

Cisco MediaSense Virtualization and Platform Overlays 30

Video Compatibility Matrix and Network Topology 31

Video Network Topology 31

Design Guidelines for Video Greetings 32

Video Greetings Operation 32

Call Flows 33

Leaving or Retrieving a Message 33

Additional Call-Flow Options 34

Voice-Messaging Call Flows in SRST and AAR Mode 35

SRST and Cisco Unity Connection 35

AAR and Cisco Unity Connection 36

Summary 37

Review Questions 37

Chapter 2 Integrating Cisco Unity Connection with Cisco Unified Communications Manager 39

Cisco Unity Connection Administration 40

Cisco Unified RTMT 40

Cisco Prime Licensing for Voice Messaging 41

Add Cisco Unity Connection in Cisco PLM 42

Cisco Unity Connection Integration Options 43

Cisco Unity Connection SCCP Integration 44

Cisco Unity Connection SIP Integration 45

Cisco Unity Connection Integration Troubleshooting Tools 46

On-Net and Off-Net Calls 47

Call Forward Options 48

Cisco Unity Connection Call Routing 49

Port Monitor 50

Default Call-Routing Behavior 51

Direct Call Routing 52

Forwarded Call Routing 53

Integration Considerations 54

Summary 55

Review Questions 55

Chapter 3 Configuring Cisco Unity Connection Users, Templates, and Class of Service 57

Cisco Unity Connection Class of Service 58

User Access to Features 59

Cisco Unity Connection User Templates 59

User Template Example 60

User-Creation Options 61

Cisco Unity Connection User 62

Password Settings and Roles 63

User Transfer Rules 64

Greetings 65

TUI Experience 66

Alternate Extensions 66

Voice Mailbox 67

Mailbox Stores and Membership 68

Message Aging Policy and Mailbox Quotas 68

Private Distribution Lists 69

Notification Devices 70

Summary 71

Review Questions 71

Chapter 4 Configuring the Cisco Unity Connection System 73

Cisco Unity Connection System Settings Overview 74

General Settings Versus User Settings 75

General Configuration 76

Time Zone Usage 77

Cisco Unity Connection Distribution Lists 79

Cisco Unity Connection Authentication 80

Check for Trivial Passwords 82

Roles 82

Cisco Unity Connection Restriction Tables 83

Cisco Unity Connection LDAP Integration 84

Import of Users from LDAP Server 84

Imported User 86

Phone Number Conversion 87

Search Base 88

LDAP Filter 89

Import of Users from CUCM 91

Imported CUCM User 91

Summary 92

Review Questions 93

Chapter 5 Implementing Cisco Unity Connection Dial Plan and Call Management 95

Cisco Unity Connection Dial Plan Components 96

Comparing Dial Plans 96

Dial Plan Example 97

Cisco Unity Connection Call Handler Types 98

Cisco Unity Connection Call Handler Comparison 99

Call Handler Reachability 99

Auto-Attendant Example 100

Call Handler Templates 101

Call Handler Template Options 102

Caller Input 104

Default Call Handler Flow 105

Greeting Analysis 106

Caller Input Analysis 106

Operator Call Handler 108

Operator Not Available 108

Goodbye Call Handler 109

Directory Handler 109

Interview Handler 111

Summary 112

Review Questions 113

Chapter 6 Configuring Unified Messaging 115

Unified Messaging Terminology 116

Single Inbox High-Level Architecture 116

Single Inbox Functionality 117

Unified Messaging Benefits 117

Exchange E-mail Integration Options 118

Cisco Unity Connection Deployment Options 118

Security, Compliance, and Discoverability 119

Message Synchronization Architecture 119

Synchronization Behavior 120

Configure Integrated Messaging 121

Account Verification 122

Task List to Set Up Unified Messaging Single Inbox 122

Exchange Mailbox Moves 123

Back Up and Restore of Mailboxes 124

Summary 124

Review Questions 125

Chapter 7 Troubleshooting Cisco Unity Connection 127

Troubleshooting Cisco Unity Connection 128

Reorder Tone 129

Call Forward to Cisco Unity Connection 129

Route Pattern Affecting Call Forward 130

Login Not Working 131

PIN Not Accepted 131

MWI Issues 132

MWI Status 134

Wrong Greeting 134

Rules and Conditions 134

Time Schedule 135

Voice Messages 135

Call Handler Transfer Issues 136

Call Handler Issues 136

AAR and Cisco Unified SRST Issues 137

Cisco Unified RTMT 138

Cisco Unity Connection Performance Counters 139

Cisco Unity Connection Session Performance Counters 139

Alert Properties 140

Reporting in Cisco Unity Connection 141

MWI Troubleshooting 142

Macro Traces 143

Summary 143

Review Questions 143

Chapter 8 Deploying Voice-Mail Redundancy in Branch Offices 145

Introduction to Cisco Unity Connection SRSV 146

Specifications for Virtual Platform Overlay 147

Cisco Unity Connection SRSV Solution 147

Cisco Unity Connection SRSV Licensing 148

Limitations in Cisco Unity Connection SRSV Mode 149

SRSV Configuration Checklist for Branch Sites 149

Activate Cisco Unity Connection SRSV 150

DNS, Domains, and Self-Signed Certificates 150

Cisco Unity Connection SRSV Menu Overview 151

SRSV Configuration Checklist for Headquarters Site 151

Set Up Headquarters Cisco Unity Connection 151

Automatic Provisioning and Polling 153

Monitor the Provisioning and Polling Status 153

Replicate System Distribution List 154

Troubleshooting Issues in Provisioning 154

Summary 155

Review Questions 155

Chapter 9 Designing and Deploying Cisco Unity Express 157

Cisco Unity Express 158

Cisco Services-Ready Engine 159

User Access 160

CUE Auto-Attendant 160

Schedules 161

Integrated Messaging 162

Distribution Lists 162

Notifications 163

Notification for Scheduled Backup 164

CUE Integration 164

Deployment Models 165

Voice Messaging System Comparison 168

Summary 168

Review Questions 168

Chapter 10 Integrating Cisco Unity Express with Cisco Unified Communications Manager Express 171

Voice Mail Integration on CUCM Manager Express 172

Service Module 172

Dial Peer Configuration 174

Voice Mail Access for SCCP Phones 175

MWI for SIP-Controlled IP Phones 175

MWI Options 176

MWI Outcall 177

MWI Using SIP Notification Messages 178

MWI SIP for Ephone-dns 179

Transcoding 180

Connecting and Initiating Cisco Unity Express Module 182

Software Installation 183

Software Versions and Licenses 184

Configure SIP Triggers for Default Applications: Voice Mail 186

Configure MWI Outcall Directory Numbers 187

Configure MWI Using SIP Notify 188

Summary 190

Review Questions 190

Chapter 11 Configuring Cisco Unity Express User Accounts and Features 193

System Settings 194

Authentication Rules 194

Subscribers 195

User Import 196

Mailboxes 196

Mailbox Defaults 197

Adding Mailboxes 197

Distribution Lists 198

Schedules and Holidays 199

Web Inbox 200

Message Notification 202

Privilege Levels 203

Cisco Unity Express VoiceView Express 204

Integrated Messaging 206

Summary 207

Review Questions 207

Chapter 12 Configuring Call Routing with Cisco Unity Express Auto-Attendant 209

Cisco Unity Express Auto-Attendant Overview 210

Cisco Unity Express Auto-Attendant Operation Example 210

Cisco Unity Express Auto-Attendant Features 211

Cisco Unity Express Windows Editor for Auto-Attendant Interactive Voice Response Script Comparison 212

Cisco Unity Express Auto-Attendant Configuration Checklist 213

Prompts 213

Administration via Telephone 214

Default System Scripts 215

Call Flow 216

Application Ports 216

Editor Express 217

Cisco Unity Express Windows Editor for Auto-Attendant Interactive Voice Response Scripts 218

Scripts 219

Summary 219

Review Questions 220

Chapter 13 Troubleshooting Cisco Unity Express 221

Call Processing to Messaging System Call Flow 222

CUCM Express 222

Cisco Unity Express Troubleshooting 224

Logging 225

Cisco Unity Trace Tool 226

Using trace Commands via CLI 226

GUI Macro Feature 228

SIP Troubleshooting 230

SIP Call Flow 230

Troubleshooting SIP Issues 232

Troubleshooting MWI Issues 233

Troubleshooting Mailbox Issues 234

Interpreting TUI Sessions 235

Summary 236

Review Questions 236

Chapter 14 Designing and Deploying Cisco Unified IM and Presence 239

CUCM Presence Introduction 240

CUCM Presence 241

Indicators for Speed-Dial Presence 242

CUCM Call Presence 242

CUCM Subscribe CSS 243

CUCM Presence Groups 244

Cisco Unified Communications IM&P Introduction 245

Microsoft Integration 246

OVA Template for Cisco Unified Communications IM&P 247

Cisco Unified Communications IM&P Cluster 248

CUCM Deployment Options 249

Service Discovery 250

Quality of Service 250

Cisco Jabber Port Usage 251

Enterprise Instant Messaging 252

Multicluster Deployment 252

Federated Deployment 253

Microsoft Skype for Business Federation 254

Mapping of Presence Status 255

Federation Preparation 256

Summary 257

Review Questions 257

Chapter 15 Describing Cisco Unified Communications IM and Presence Components and Communication Flows 259

Cisco Unified Communications IM&P Architecture 260

Cisco Unified Communications IM&P Cluster 261

Cisco Jabber Login Flow 262

Remote Access for Cisco Jabber Without VPN 263

Cisco Jabber Information Flow in Deskphone Mode 264

Cisco Jabber Information Flow in Softphone Mode 265

Cisco Jabber in Phone-Only Mode 265

Cisco Jabber and Voice Mail 266

Cisco Jabber and Conferencing 266

Integration with LDAP for Cisco Jabber 267

Cisco Unified Communications IM&P, Active Directory, and Microsoft Exchange 268

Summary 269

Review Questions 269

Chapter 16 Integrating Cisco Unified Communications IM and Presence 271

Set Up CUCM for Presence 272

Checklist for CUCM Setup 273

Cisco Jabber UC Services 274

Implementing Cisco Unified Communications IM&P 275

Checklist for Cisco Unified Communications IM&P Setup 276

Cisco Unified Communications IM&P Services 277

Cisco Jabber Service Discovery 279

Service Discovery: Domain 280

Service Discovery: Operating Mode 280

Cisco UDS SRV Record 282

SRV Records 282

DNS SRV Record Priorities and Weights 283

Troubleshoot DNS SRV Entries 284

Methods of Installation 285

Create a Custom Installer with Microsoft Orca 286

Summary 287

Review Questions 287

Chapter 17 Configuring Cisco Unified Communications IM and Presence Features and Implementing Cisco Jabber 289

Configure Cisco Jabber in Softphone Mode 290

Legacy Client Settings 291

Cisco Jabber UC Services 291

Visual Voice-Mail Interface for Cisco Jabber 292

Cisco Jabber in Softphone Mode 293

Cisco Jabber Account Options 294

Connection Status 294

LDAP Profile Test 295

Upload Jabber-Config File to TFTP Server 297

Voice-Mail Profile Test 298

Configure Cisco Jabber in Deskphone Mode 299

Cisco Jabber in Deskphone Mode 299

Cisco Jabber in Phone-Only Mode 300

Summary 301

Review Questions 302

Chapter 18 Configuring Cisco Jabber Mobile and Integrating Directory Servers 303

Cisco Jabber Framework Alignment 304

Configuration URL 305

Legacy Client Settings 306

Video Features 306

Dial-via-Office Reverse Calling 307

Low-Bandwidth Mode 308

URL Handlers 309

Secure Cisco Jabber on Mobile 309

Add Cisco Jabber in CUCM 310

Cisco Jabber User Configuration XML File 310

Cisco Jabber Configuration Sources 311

Cisco Jabber Contact Sources 312

Contact Lookup 313

Cisco UDS Directory Access 314

Photo Support 315

Summary 316

Review Questions 316

Chapter 19 Verifying and Troubleshooting Tools for Cisco Unified IM and Presence Components 319

System Dashboard 320

Cisco Unified IM&P Reporting 320

Presence Viewer 322

System Troubleshooter 322

Cisco Jabber Connection Status 324

Troubleshoot Common Cisco Jabber Issues 325

Cisco Unified IP Phone Cannot Be Selected 325

In Softphone Mode, Telephony Is Not Possible 326

Users Are Not Shown as on the Phone During an Active Call 327

End User Cannot Log In to Cisco Jabber 327

Search for Contacts Returns No Results 328

End User Cannot Control the Cisco Unified IP Phone 9971 328

Trace Filter Settings 328

Troubleshoot SIP Integration 329

Summary 330

Review Questions 331

Chapter 20 Deploying Cisco Collaboration Systems Applications with Cisco PrimeT Collaboration 333

Cisco PrimeT Collaboration Overview 334

Provisioning 334

Assurance 335

Analytics 335

Complete Lifecycle Management 335

Cisco PrimeT Collaboration Standard and Advanced 336

Automated System Provisioning 338

Domains, Service Areas, and Subscriber Types 339

Domains 340

Service Area 340

Subscriber Types 341

Administration Levels 341

LDAP Import 342

Subscriber Roles 343

Deployment Aspects in Cisco PrimeT Collaboration 344

Day 1 Services Infrastructure 344

Day 2 Services 345

Single Provisioning Interface 346

Cisco PrimeT Collaboration Dashboard 347

Cisco Prime Telephone Self-Care 348

Summary 350

Review Questions 350

Chapter 21 Describing Video Infrastructure 353

Cisco Collaboration Infrastructure 354

Architectural Evolution 356

Combined Model and Methods 357

High-Level Function of Collaboration Infrastructure 358

Dual Approach 359

Cisco TelePresence VCS Characteristics 359

Cisco VCS Cluster Size 360

Call Control Terminology 361

Connecting CUCM and VCS Clusters 362

Dial Plans 363

Conferencing 363

Multiparty Conferencing 364

Cisco TelePresence Conductor 365

Cisco Jabber Video for TelePresence (Movi) 366

DNS SRV Records 367

Automated Provisioning with Cisco VCS and TMS 368

Portfolio Simplification 369

Summary 369

Review Questions 370

Chapter 22 Describing Cisco TMS 371

Cisco TMS Introduction 372

Business Needs for Cisco TMS 372

Cisco TMS Platform Overview 373

Cisco TMS Overview 374

Endpoint and Infrastructure Support 374

Cisco TMS Scale and Management 375

Cisco TMS Conference Call Routing 375

Cisco TMS Conference Port Reservation 376

Call Launch Options 378

Calendaring Options 379

Cisco TelePresence Conductor Support 379

Recommended Cisco TMS Scheduling Deployment Mode 380

Adding Cisco VCS Endpoints to Cisco Unified Communications Manager 381

Integration of Cisco TMSXE with Microsoft Exchange 382

Cisco TMS Provisioning Extension 382

Summary 383

Review Questions 383

Appendix 385

Glossary 389