ACCELERATOR 6.4 CISCO UNITY 3.1/4.1 INTEGRATION GUIDE

Transcription

1 ACCELERATOR 6.4 CISCO UNITY 3.1/4.1 INTEGRATION GUIDE March 2015 Tango Networks, Inc. phone: Parkwood Blvd, Suite 500 fax: Frisco, Texas USA

2 Tango Networks, Inc. This software is protected by copyright law and international treaties, and is the confidential and proprietary information of Tango Networks, Inc. Unauthorized reproduction, use, or distribution of this software, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. The software described in this document is furnished under license agreement and may only be used in accordance with the terms of the agreement. Tango Networks and Abrazo are trademarks of Tango Networks, Inc. All other trademarks used herein are the property of their respective owners and are used for identification purposes only Tango Networks, Inc. Tango Networks, Abrazo and E=fmc2 are trademarks or registered trademarks of Tango Networks, Inc. All other trademarks or service marks are the property of their respective owners. Specifications and features are subject to change without notice. March 2015 CONFIDENTIAL Page 1 of 27

3 TABLE OF CONTENTS Accelerator 6.4 Cisco Unity 3.1/4.1 Integration Guide INTRODUCTION... 3 SUPPORTED VERSIONS... 3 INTEGRATION STRATEGY... 3 Voice Mail Deposit... 3 Voice Mail Retrieval... 4 Message Waiting Indication (MWI)... 4 NETWORK DEPLOYMENT... 5 VOICE MAIL DEPOSIT/RETRIEVAL... 5 Accelerator and Unity Voice Mail with Cisco Call Manager... 5 Accelerator and Unity Voice Mail with TDM PBX... 6 MESSAGE WAITING INDICATIONS... 7 UNITY AND REDUNDANCY... 9 UNITY INTEGRATION REQUIREMENTS CHECK LIST FOR UNITY INTEGRATION UNITY 4.1 SWITCH CONFIGURATION MODIFICATION PROCEDURE (CISCO CALL MANAGER ONLY) UNITY 3.1 SWITCH CONFIGURATION MODIFICATION PROCEDURE (CISCO CALL MANAGER ONLY) Edit the Switch.INI file Edit Switch Utility SERIAL PORT CONFIGURATION FOR UNITY 3.1/ ACCELERATOR SUBSCRIBER MWI BULK EDIT UTILITY Adding/Removing Notification MWI Entries for Subscribers Verifying Changes made to the Unity Database Creating a CSV input file March 2015 CONFIDENTIAL Page 2 of 27

4 Introduction The Tango Accelerator integrates with enterprise voice mail systems to provide a single voice mail for both the desk phone and the business mobile phone. This document addresses the way that the Accelerator integrates with the Cisco Unity voice mail to provide single voice mail services for employees that are using the Accelerator services. Supported Versions This document addresses integration with Cisco Unity 3.1 and Unity 4.1. Integration Strategy The goal of the Accelerator is to integrate with the current environment being used by the enterprise with minimal disruption to any of the current networking equipment that is being used but still provide the Accelerator value set of accessibility and control for the enterprise. There are three major areas in which the Accelerator needs to inter-work with the Cisco Unity solution. These are: Voice Mail Deposit Voice Mail Retrieval Message Waiting Indications Voice Mail Deposit Voice Mail deposit for an Accelerator subscriber can happen either when the desk phone number is called and not answered or when the subscriber s business mobile is called and not answered. The user experience of the calling party should be the same no matter how they choose to contact the subscriber. In addition, the possibility that a call in the wireless network would be routed to a wireless carrier s own voice mail system has been avoided. Voice Mail deposits from the business mobile phone will use a predefined Unity Routing Rule for Forwarded Calls. The predefined rule will route all calls forwarded from a subscriber extension to the subscriber s greeting. The Accelerator uses the same routing rules as the PBX uses to route calls to voice mail. There should not be a need to modify the routing rules to support the Accelerator. March 2015 CONFIDENTIAL Page 3 of 27

5 Voice Mail Retrieval Voice Mail retrieval on the business mobile phone is intended to use the mobile phone s GUI as provided. In other words, the way a wireless user accesses their wireless voice mail is the same way that the user will access their enterprise based voice mail. Voice Mail retrieval from the business mobile phone will use a predefined Unity Routing Rule for Direct Calls. The predefined rule will route all calls directly routed to the Unity server to the subscriber s logon conversation. The Accelerator uses the same routing rules as the PBX uses to route calls to voice mail. There should not be a need to modify the routing rules to support the Accelerator. Message Waiting Indication (MWI) The Accelerator facilitates the delivery of Message Waiting indications from the enterprise voice mail system to the wireless handset. The message waiting indications provided on the wireless phone are synchronized with the message waiting indications provided on the desk phone. When a message is deposited in the voice mail box either by calling the mobile number or the desk number, the message waiting indication will be displayed on both the wireless phone and the desk phone. When a voice message has been handled, the message waiting indication is removed from both the desk phone and the mobile phone. March 2015 CONFIDENTIAL Page 4 of 27

6 Network Deployment The following section describes the network topology of the Accelerator to support voice mail deposit/retrieval as well as message waiting indication. Voice Mail Deposit/Retrieval To provide integration between the enterprise environment and the employee using a wireless phone, a single voice mail box is supported. To support the employee when using their wireless phone, they must be able to retrieve voice mail easily from their wireless phone as well as make sure any unanswered calls to the wireless phone are routed to the voice mail for deposit. The Accelerator is intended to augment the way that the enterprise employee communicates, and with this in mind, all calls from the wireless network requiring voice mail deposit or retrieval services will be routed via an enterprise PBX for access to voice mail. This ensures that the voice mail interactions behave in the same manner that they do today without modification. Accelerator and Unity Voice Mail with Cisco Call Manager Figure 1 shows the manner in which the Accelerator interfaces to the Unity voice mail via the Cisco Call Manager. Figure 1 Accelerator and Unity VM with Cisco CM PBX March 2015 CONFIDENTIAL Page 5 of 27

7 Calls from the wireless network that require voice mail retrieval or deposit services are routed to the Accelerator for handling over a SIP trunk from the Cisco Call Manager. The Accelerator takes the incoming call, matches it to the function that it needs to perform and hands the call to the Cisco Call Manager for routing to the Unity Voice Mail Platform. The following routing instructions are provided to the Cisco Call Manager Voice Mail Deposit this call is handed to the Call Manager with the Unity pilot as a forwarded call (Cisco CM uses diversion header but also history info and Remote Party ID are added) Voice Mail Retrieval this call is handed to the Call Manager with the Unity pilot Call Manager interfaces to the Unity Messaging system to provide information required by Unity to identify voice mail box and other items to get the call handled appropriately. Accelerator and Unity Voice Mail with TDM PBX Figure 2 shows the manner in which the Accelerator interfaces to the Unity voice mail via the TDM PBX Figure 2 Accelerator and Unity VM with TDM PBX Calls from the wireless network that require voice mail retrieval or deposit services are routed to the Accelerator for handling over a SIP/PRI gateway from the TDM PBX. The Accelerator takes the incoming call, matches it to the function that it needs to perform and hands the call to the SIP/PRI gateway for routing to the Unity Voice Mail Platform. The following routing instructions are provided to the PRI Gateway/TDM PBX: March 2015 CONFIDENTIAL Page 6 of 27

8 Voice Mail Deposit This call is handed to the PRI Gateway/TDM PBX with the Unity pilot as a forwarded call (this includes the remote party Id which indicates call forward) Voice Mail Retrieval This call is handed to the PRI Gateway/TDM PBX with the Unity pilot TDM PBX interfaces to the Unity Messaging system to provide information required by Unity to identify voice mail box and other items to get the call handled appropriately. Message Waiting Indications There are a number of ways to communicate between a messaging system and the PBX concerning message waiting indications. Three of these methods include Analog Communication Use of tones on the line to indicate to the handset that a voice mail message is waiting SMDI - Simple Message Desk Interface which is a serial connection between the PBX and the Messaging system that conveys not only Message Waiting Indication but also information about calls being delivered to the voice mail system. Proprietary This interface is specific to the Voice Mail system and PBX combination. For example the Cisco Call Manager and the Unity Message server use a TAPI based protocol to communicate this information. The Accelerator uses a SMDI link to collect information about Message Waiting Indications. A SMDI interface allows the Accelerator to listen in on the information without impacting the way that the Voice Mail server and the PBX are communicating. In order to supply Voice Mail Message Waiting Indication from voice mail servers that support an SMDI interface only, the SMDI feed from the voice mail server must be split. This allows voice mail information to be received by the PBX for displaying on the desk phone, and sent to the Accelerator for display on the wireless phone. The splitter is a passive splitter which takes the input from the voice mail system and supplies it onto two different RS- 232 feeds. Figure 3 SMDI Splitter March 2015 CONFIDENTIAL Page 7 of 27

9 A serial device server is used to carry the RS232 feed supporting SMDI over the corporate LAN infrastructure. This allows the SMDI splitter and serial device driver to be located close to the voice mail server itself and the Accelerator server to be located regionally or centrally. The topology of the PBX and voice mail server will ultimately dictate how many ports are needed on the serial device server. There are two ways to provide SMDI to the Accelerator. First, if Unity is already using SMDI to communicate to the PBX, a data tap can be put on the connection that provides Accelerator the information it needs. Alternatively dual notification can be added for PBXs that use proprietary means to get MWI information from Unity. Figure 4 Unity SMDI Feed Topology The figure above shows the way that the Accelerator would be connected into the Unity Voice Mail Server. The diagram indicating without current SMDI input shows the way in which the additional SMDI link would be connected into the Accelerator duplicating the information shared with the PBX. This would include the configuration of Unity to provide duplicate notifications and creating serial port access via a Serial Device Server. The diagram indicating with current SMDI input shows the tap on the line so that the output of the Unity System can be forked to the Accelerator. March 2015 CONFIDENTIAL Page 8 of 27

10 Unity and Redundancy A Unity system can be deployed in a redundant configuration. This implies that message waiting indications can be received from the primary server and the secondary server (when the primary is out of service). In order to ensure that the Accelerator receives the message waiting indications in this type of redundancy deployment the following different scenarios are supported. The first scenario to consider is the case where a redundancy Unity System has been deployed with a PBX that only supports a single SMDI feed. In this case the system should have been deployed with a data splitter that allows the feeds from the two Unity servers to be connected to a single port on the PBX. The Accelerator needs to tap this connection (using the RS232 tap) between the data splitter component and the PBX itself. By tapping the SMDI link at this point, the Accelerator will receive message waiting notifications from the primary and secondary unity servers which ever one is active at any point in time. This tap is connected to a Serial Device Server which allows for geographic separation of the RS-232 SMDI feeds the Accelerator. Figure 5 Redundant Unity with Single SMDI Feed The second scenario that needs to be considered is the case where the Unity system has been deployed with a PBX that support dual SMDI feeds. In this case the Accelerator needs to tap each SMDI link so that it can have a complete picture of the message waiting indications created by the Unity system. Then the two SMDI tap streams are combined with a data splitter to create a single feed for the Accelerator. This single RS-232 feed is connected to a Serial Device Server which allows for geographic separation of the RS- 232 SMDI feeds the Accelerator. March 2015 CONFIDENTIAL Page 9 of 27

11 Figure 6 Redundant Unity with Dual SMDI Feed The final case that needs to be considered is the case where the Unity server is connected to the PBX via a proprietary link. In this case, duplicate notifications need to be created over the SMDI link so that The Accelerator can provide message waiting indications to the wireless handsets. The SMDI link from each Unity server (primary and secondary) and combined using the data splitter and then this combined feed is connected to a Serial Device Server which allows for geographic separation of the RS-232 SMDI feeds the Accelerator. Figure 7 Redundant Unity with Proprietary Feed March 2015 CONFIDENTIAL Page 10 of 27

12 Unity Integration Requirements The following sections provide detail instructions on how to integrate the Unity System into the Accelerator. Check list for Unity Integration Unity with Single Port SMDI PBX Install RS-232 Data Tap Install Serial Device Server Configure Voice Mail Server on the Accelerator Provisioning Interface See Accelerator Provisioning Guide Unity with Dual Port SMDI PBX Install RS-232 Data Tap on Primary Unity Server Install RS-232 Data Tap on Secondary Unity Server (if installed) Install RS-232 Data Splitter for the feeds coming from the 2 data taps (only in redundant configurations) Install Serial Device Server Configure Voice Mail Server on the Accelerator Provisioning Interface See Accelerator Provisioning Guide Unity with Proprietary Link PBX (Cisco Call Manager) Edit the Switch Configuration file on Unity Edit the Serial Port Configuration file on Unity Install RS-232 Cables to the Primary Unity Server See Cisco Documentation Install RS-232 Cables on Secondary Unity Server (if installed) See Cisco Documentation Install RS-232 Data Splitter for the feeds coming from the 2 data taps (only required in redundant system) Install Serial Device Server Configure Voice Mail Server on the Accelerator Provisioning Interface See Accelerator Provisioning Guide Run the Accelerator subscriber MWI Bulk Edit utility to change notification settings to dual notification for all Accelerator subscribers see Section 0. Restart the Unity Server to implement the changes March 2015 CONFIDENTIAL Page 11 of 27

13 Unity 4.1 Switch Configuration Modification Procedure (Cisco Call Manager only) To activate SMDI notifications for Cisco Call Manager, the Unity Tools Depot can be used. The following steps need to be taken on the Unity Platform 1. Determine which switch.ini file the system is currently using for the Cisco Call Manager integration. This can be found in the following way - Start System Administration Tool - Select in Left Menu, Option of System Integration - Select in Left Menu, the Integration Item that represents the Cisco Call Manager integration - In data display (right frame) the switch file that the system is currently using is displayed. (example: - Cicso0002.ini) Figure 8 Cisco System Administration Tool 2. Select the switch.ini file via the Unity Tools Depot. Select the Edit Switch Utility in the Switch Integration Category Select the Manufacturer as Cisco in the Switch Configuration Editor window Verify that the File entry matches the switch file that the system is currently using (i.e. Cisco0002.ini) Select Edit from the action buttons on this screen March 2015 CONFIDENTIAL Page 12 of 27

14 Figure 9 Cisco Switch Configuration Editor 3. Edit the switch.ini file via the Switch Configuration window. Select tab labeled MWI On the MWI tab using the pull down menu on the Select MWI Method field select Alternate MWI. Check the Active Box. Select Apply to save the changes. March 2015 CONFIDENTIAL Page 13 of 27

15 Figure 10 Cisco Switch Configuration March 2015 CONFIDENTIAL Page 14 of 27

16 Unity 3.1 Switch Configuration Modification Procedure (Cisco Call Manager only) There are two basic procedures that must be followed to update the Cisco Unity 3.1 to support dual notification. These are Add the appropriate information into the Switch.INI file so that the settings for Dual Notification are visible in the Edit Switch Utility Utilize the Edit Switch Utility to turn on Dual Notification settings. Edit the Switch.INI file In order to set up dual notification to the Call Manager (via TAPI) and the Accelerator (via SMDI), the configuration file for the Call Manager must be edited on the Unity 3.1 server. The file that needs to be edited is c:/commserver/intlib/cisco00002.ini Unity needs to be configured to have an alternate MWI option available to access via the Switch Configuration Editor. In order to have that option viewable in the tool, the following lines need to be added to the.ini file. [MWI Alternate] MWIType=Serial SerialConfiguration=SMDI Active=Yes CodesChangeable=No Digit=Z UpdateDisplay=No PortMemory=No LampOn= LampOff= RetryCount= RetryInterval= The following steps need to be taken on the Unity Platform March 2015 CONFIDENTIAL Page 15 of 27

17 1. Navigate to c:/commserver/intlib/cisco0002.ini file and open using Notepad. 2. Insert the lines identified into the file 3. Save the file into the same location with the same name. Figure 11 Cisco.ini file March 2015 CONFIDENTIAL Page 16 of 27

18 Edit Switch Utility Once the Cisco00002.ini file is updated, the edit switch utility can be used to verify that the alternate MWI is turned on. The following steps should be executed on the Unity Platform 1. Select the Edit Switch Utility from the Start Menu -> Programs ->Unity 2. Validate that the Manufacturer and Model are set to Cisco and CallManager respectively. 3. Select tab labeled MWI 4. On the MWI tab using the pull down menu on the Select MWI Method field select MWI Alternative. 5. Check the Active Box. 6. Select Apply to save the changes. Figure 12 Cisco Edit Switch Utility 7. Select the Update Voice Mail Now option on the Edit Switch Utility main dialog. March 2015 CONFIDENTIAL Page 17 of 27

19 Figure 13 Cisco Edit Switch Utility (cont.) 8. When prompted indicate that you want to replace the active switch. The utility will provide confirmation that switch configuration file has been replaced and ask the user to restart the system. The restart of the system will be delayed in this process until all the changes to make. Please refer to the Unity Checklist in Section 0. Figure 14 Cisco Edit Switch Utility (cont.) March 2015 CONFIDENTIAL Page 18 of 27

20 Serial Port Configuration for Unity 3.1/4.1 In order to set up the serial port for the delivery of SMDI messages, it must be configured via an.ini file. The file that needs to be edited is c:/commserver/intlib/avsmdi.avd The following steps need to be taken on the Unity Platform to set up the serial port for working with the Accelerator 1. Navigate to c:/commserver/intlib/avsmdi.avd file and open using Notepad. 2. Modify the following lines 3. Baud should be set to Parity should be set to no 5. databits should be set to 8 6. stopbits should be set to 1 7. Save the file into the same location with the same name. Figure 15.avd File March 2015 CONFIDENTIAL Page 19 of 27

21 Accelerator subscriber MWI Bulk Edit Utility Accelerator 6.4 Cisco Unity 3.1/4.1 Integration Guide This utility updates the Unity database for the selected subscribers in order to have Unity create dual notifications for a message deposit/retrieval event. The current configuration has the notification going to the Cisco Call Manager and in order to add the notification (via SMDI) to the Accelerator, an additional record needs to be inserted for each subscriber in the Notification MWI database table. The following activities are described in this section 1. Adding/Removing the additional notification for a selected group of subscribers 2. Verifying the changes that have been made to the Unity Database. 3. Creating a CSV file for Modification of Notification MWI Adding/Removing Notification MWI Entries for Subscribers To add or remove the additional notification MWI over SMDI for Call Manager subscribers the following steps needs to be taken. 1. Obtain the Accelerator Unity Subscriber MWI Bulk Edit Utility from Tango Networks support. 2. Confirm that the Name of the Utility to be downloaded is the Accelerator Unity MWI Bulk Edit Utility and select Install. 3. After installation, the Accelerator Unity Subscriber MWI Bulk Edit utility automatically launches and the splash screen will display. This provides information about the utility. Select Next on this screen to continue. 4. In the next display dialog, specify the output file location. This file contains information about the changes made to the Unity database by the utility. A default file name is suggested, however alternative files names can be selected. Select Next on this screen to continue. Figure 16 Accelerator Unity Subscriber Bulk MWI Utility March 2015 CONFIDENTIAL Page 20 of 27

22 5. In the next display dialog, select the type of update to make to the Unity database. Select either Add SMDI MWI Support or Remove SMDI MWI Support. Select Next on this screen to continue. 6. In the next display dialog, provide input for the subscribers that need to be changed. Choose between Input Subscribers from a CSV file or Choose Subscribers from a List (from Unity Database). Select Next on this screen to continue. - When selecting CSV file input, the location of that file for use by the utility is required. The browse button allows selecting the appropriate file. Select Next on this screen to continue. - When choosing subscribers from a list, each subscriber that requires changes must be selected either via the Select box for each subscriber or via the Select all Subscribers check box. Select Next on this screen to continue. Figure 17 Accelerator Unity Subscriber Bulk MWI Utility (cont.) March 2015 CONFIDENTIAL Page 21 of 27

23 7. The next display screen allows for confirmation of the users that will be affected by the bulk MWI edit. If this list is not correct, use the Back button to make any changes. When the list is correct, use the Run button to make the changes to the Unity Database Figure 18 Accelerator Unity Subscriber Bulk MWI Utility (cont.) March 2015 CONFIDENTIAL Page 22 of 27

24 8. The next display screen provides feedback on the process. The progress bar shows the approximate percentage complete. When complete the dialog contains the statistics about the bulk edit. Successfully modified count indicates the number of records added to the unity database. No Action Taken indicates the numbers of subscribers that were identified as needing the changes but already had dual notification set up. Failed to Modify subscriber indicates an error situation and no action was taken. The identified subscriber couldn t be found in the database. Select Next on this screen to continue. Figure 19 Accelerator Unity Subscriber Bulk MWI Utility (cont.) 9. The Bulk Edit utility has completed. To view the output log file, make sure the option to display it on exit has been checked. Select OK to exit the Accelerator MWI Bulk Edit Utility. The Log file will contain three types of records. They are No Action Taken: This indicates that the subscriber already had the dual MWI notification set up. Success: This indicates that the subscriber record was successfully updated. Failure: This indicates that there was a failure and no changes were made to the Unity database. March 2015 CONFIDENTIAL Page 23 of 27

25 Figure 20 Accelerator Unity Subscriber Bulk MWI Log File Verifying Changes made to the Unity Database Verifying changes made to the Unity Database is an optional step. This can be done to ensure changes made by the Accelerator subscriber MWI Bulk Edit Tool are acceptable. Note: the Accelerator tool can reverse any changes made by running the tool with the remove option. In order to verify the changes, the Cisco Unity Tools Depot Datalink Explore tool is used to export a before version of the Notification MWI table and an after version of the Notification MWI table so that they can be compared. Unity Tools are available from While the Data Explorer tool is available for 3.1, it complains about missing tables with error messages. These can be ignored as those tables are not being modified by this tool. The only different between 3.1 and 4.1 is that the table being modified in 3.1 is the NotificationMWI table instead of the vw_notificationmwi. March 2015 CONFIDENTIAL Page 24 of 27

26 In order to export a CSV file containing the contents of the Notification MWI table, the following steps should be done: 1. Open the Unity Tools Depot 2. Under the Diagnostics Tools category - select the DataLink Explorer tool. 3. Under the Table Name Scroll Bar select the vw_notificationmwi table for display 4. In the File menu to create a CSV file with the data select the Export entire grid to CSV file option Figure 21 Cisco Unity Data Link Explorer Creating a CSV input file The CSV file that is used as input into the Accelerator subscriber MWI Bulk Edit Utility needs to have three different values in it. These are Extension this field identifies the Unity Subscriber uniquely. First Name this field helps provide informative information in the log file in the case of an error Last Name this field helps provide informative information in the log file in the case of an error There are a couple of ways to create this file for use with the Accelerator subscriber MWI Bulk Edit Utility. Using the Subscriber Information Dump create a file that contains all users and edit out the subscribers that don t require any changes Using the Subscriber Information Dump create a file that contains a subset of the users that require changes Manually create a file that contains the subscribers to change. Note: If the Subscriber Information Dump method is used, please delete the first line of the file as this contains header information. March 2015 CONFIDENTIAL Page 25 of 27

27 Tango Networks, Inc Parkwood Blvd, Suite 500 Frisco, Texas USA phone: fax: