Getting the Most Out of Cisco Unity

Getting the Most Out of Cisco Unity Contents White Paper: Deploying and Monitoring Cisco Unity with the NetIQ AppManager for Voice over IP solution So You re Deploying Cisco Unity... 1 About AppManager... 1 Before Deploying Cisco Unity1 Managing Cisco Unity with AppManager... 5 Cisco Unity is an integral component of the Cisco IP communications solution. Intelligent deployment and management of Cisco Unity are vital to the health of your voice messaging solution. Conclusion... 10 Resources... 11

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So You re Deploying Cisco Unity In deciding to move to Cisco Systems Unity, you ve indicated that your organization deserves the most advanced, reliable, convergence-based voice messaging solution available. Monitoring Cisco Unity with the NetIQ AppManager for VoIP solution will enhance performance and cost-effectiveness, and simplify the management of your voicemail messaging system. But reliability is absolutely critical to Cisco Unity s acceptance by your users. And the keys to reliability are good deployment, good software, and good management. In this paper, we ll discuss how Cisco Unity works and address the various applications and services that support the Cisco Unity server. And we ll point out some issues you need to consider in your Cisco Unity deployment, showing you how smart monitoring and management are vital in preparing your messaging environment for the addition of Cisco Unity voice mail. About AppManager Implementing a comprehensive management solution is critical to the success and reliability of your Cisco Unity implementation. The AppManager for VoIP solution from NetIQ delivers the most complete management system for Cisco Systems voice mail and unified messaging solutions. AppManager works to ensure the availability and performance of messaging systems and networks through the use of Knowledge Scripts, which are network management rules designed to handle one or more tasks. Depending on the task, Knowledge Scripts can collect performance data (for example, the number of active subscriber sessions in a day), monitor systems for simple or complex events (for example, a service is down), and respond with one or more actions (such as raising an alert when there s a problem, or restarting a service automatically). AppManager Knowledge Scripts can perform hundreds of simple and sophisticated monitoring and management tasks related to Cisco applications, Microsoft Windows services, DNS, SQL server, and even hardware, such as CPUs and fans. The AppManager VoIP modules were designed to manage the Cisco IP communications servers such as Cisco Unity, Cisco Personal Assistant, and Cisco CallManager. In addition, NetIQ remains dedicated to working closely with Cisco in meeting its interoperability criteria to remain compatible with current versions of these Cisco systems. Before Deploying Cisco Unity Intelligent deployment of Cisco Unity is vital to the health of your voicemail messaging servers and networks and to the satisfaction of your users. Although you could simply deploy Cisco Unity and deal with any resulting issues as they crop up, no one recommends this approach. You will save yourself untold hours of troubleshooting and user frustration by knowing what your infrastructure can handle before you install and configure Cisco Unity. The following sections of this paper discuss information that you need to know about your infrastructure before you deploy Cisco Unity. Getting the Most Out of Cisco Unity 1

Are you deploying Cisco Unity into an environment that already benefits from the monitoring capabilities of AppManager? If so, you can use a lot of the data that AppManager already gathers about your existing infrastructure to help you plan for your Cisco Unity deployment. In the following topics, you ll discover ways in which you can use AppManager to prepare your environment for the addition of Cisco Unity. Response Time Response time, the speed with which a user sees a response to an action, is the most vital predeployment measurement that you can take. You ll want to establish a baseline for response time. That way, you can see any difference caused by your deployment of Cisco Unity. You don t want your Cisco Unity users to experience delays when logging into their voicemail mailboxes, or while retrieving, forwarding, or deleting messages. So examine the network environment (and your email servers, either Microsoft Exchange or IBM Lotus Domino) onto which you ll be deploying Cisco Unity. Network connectivity. Test your network for connectivity and throughput. You can ping the Unity and message store or email servers to test connectivity between them. Ping can reveal problems with network throughput (data transfer rate). If it takes a long time to send a sizeable data packet, you may have throughput problems. Packet loss. Check for packetization errors through the router(s) that support the Exchange or Domino server. If you re monitoring network devices with AppManager, run the NetworkDevice_IPSubsystem_Util Knowledge Script to identify any packet errors. Errors in packetization, such as packet loss, could be responsible for delays in response time. In addition, run the AppManager VoIPQuality Knowledge Scripts to simulate VoIP traffic between NetIQ Performance Endpoints or between Cisco routers using Cisco Service Assurance Agent (SAA). With these scripts you ll be able to collect data about call quality (MOS and R-value scores), delay, jitter, jitter buffer loss, and lost data percentages. Packet prioritization. Determine the priority of packet traffic going through the router(s) that support the Unity message store and Exchange or Domino email servers. Voice packets may have a higher priority than Exchange or Domino packets. The lower priority for these data packets may cause a delay in Unity voicemail response time. Gateway response time. Cisco Unity uses the Session Initiation Protocol (SIP) to access SIPenabled legacy PBX servers via SIP-enabled access gateways. If you re monitoring with AppManager, use the SIP scripts in the VoIP Quality module to monitor response time between SIP endpoints and SIP proxy servers. Messaging Environment Cisco Unity ships with an OEM version of Exchange 2000 as the default Unity Message Store server. However, most organizations deploy Cisco Unity into an existing Microsoft Exchange or Lotus Domino environment. Cisco Unity uses the Exchange and Domino message store and directory services, simplifying your account administration by providing you with a single address directory service the global address book (GAB). Therefore, it s in your best interest to make sure that your existing messaging environment is cleaned up and running at peak performance before you deploy Cisco Unity. If you re already using AppManager, employ the Knowledge Scripts described below to gather the information you need. 2 White Paper

Server Load You need to make sure that you ve sized your email system for Cisco Unity voice mail, not just for email. You should oversize your Exchange or Domino servers by 30 to 40 percent to accommodate the extra demands that Cisco Unity will place on your system. The length of the queue of the message transfer agent (MTA) connector will tell you how long users must wait to download emails. You won t want your users to be inconvenienced by a long wait. Consider this: waiting five seconds for an email may not seem long, but waiting five seconds for a voice mail might seem like an eternity. Run the Exchange_MTAQueueLength Knowledge Script to monitor the length of all MTA connections or run Domino_SMTPQueueLen to monitor the number of messages in the SMTP MTA inbound and outbound queues. If the queue wait is long, consider adding servers to your environment. The queue can be slow if you have deployed your entire Exchange or Domino network onto only one server. Pay attention to the types of codecs that you are using in your environment. Codecs encode/decode and compress/decompress data, such as voice mail, that would otherwise take up a lot of disk space. Make sure that your Unity servers don t have to do any transcoding, which uses a lot of CPU. Cisco Unity supports the use of several codecs that Exchange users can apply to play back voice mail. For more information about selecting the right codec, refer to the Cisco white paper titled Audio Codecs and Cisco Unity at the Cisco Unity documentation Web site: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/codecs.pdf. Mailbox Size and Account Management You ll want to know how big your Exchange mailboxes are. They ll only get bigger when you add Cisco Unity voice mail. Run the Exchange2000_ISMailboxStoreSize Knowledge Script to find how much disk space your mailboxes consume. If your mailbox store is too large, run Exchange_TopNReceivers to identify the users who receive the most email. Mailboxes with a large number of messages may experience intermittent login delays if Exchange has to re-index the mailbox. You may want to implement a policy to encourage users to clean out their mailboxes. You ll want to know how big your Domino databases are. They ll only get bigger when you add Cisco Unity voice mail. Run the Domino_DBSizes Knowledge Script to find how much disk space your databases consume. If your databases are too large, run Domino_TopNMailDatabases to monitor the disk space used by the top user mail files on the Domino server. You may want to implement a policy to encourage users to clean out their mailboxes. Because Cisco Unity imports subscriber data from the Exchange accounts directory to create its subscriber list, you ll want your Exchange accounts directory to be as streamlined as possible. Run the Exchange_InactiveMailboxes Knowledge Script to identify unused mailboxes, and then delete them from your accounts directory. Getting the Most Out of Cisco Unity 3

Server Connectivity Ensure that your server-to-server connectivity is unimpaired. You ll want to know that connectivity between your Exchange servers is sufficient before you increase the load with the deployment of Cisco Unity. Use the Exchange_Connectivity Knowledge Script to monitor the connectivity between your Exchange servers or use Domino_Connectivity to monitor the connectivity between your Domino servers. Monitoring connectivity is important if your mailboxes are distributed among several servers. If connectivity is compromised, some of your remote offices could experience delay in accessing email. If connectivity is slow or intermittent, perhaps you are losing a WAN link. Or perhaps a router is dropping packets. Run Exchange_ServerHealth to check CPU and memory usage on the remote Exchange servers or run Domino_CPUUtil and Domino_MemBusy to check CPU and memory usage on the remote Domino servers; you want to make sure that an overloaded CPU is not causing the problem. Infrastructure Performance As you re setting up your Cisco Unity network, don t forget that traffic (the number of subscriber sessions) will be much heavier during certain hours of the day than it will be in the middle of the night. It seems an obvious point, but busy-hour traffic can overwhelm your system if you re not prepared for it. You ll need to determine whether your current configuration of routers and servers can handle the additional burden that Cisco Unity will place upon it. Find out now which days or hours are busiest. If you re deploying Cisco Unity into a legacy PBX environment, check the PBX logs for call volume data and voicemail activity. If you re deploying Cisco Unity into an environment in which AppManager is monitoring Cisco CallManager, run the CiscoCallMgr_CallActivity script for a week or two to gather data about attempted and completed calls. Then run the CiscoCallMgr_Report_CallActivity script to create a report that displays a graph of the data you collected. You ll easily be able to pinpoint when your system is at its busiest. Remember that call activity may increase with the addition of Cisco Unity if users place extra calls in order to access their voice mail. If your CallManager or legacy PBX is already at capacity, consider expanding your phone system with the addition of a new call processor, or upgrading your call processor servers. In conjunction with determining call activity, you should also monitor your system s CPU and memory usage. Check your PBX logs to gather data about CPU and memory usage or, if you re monitoring Cisco CallManager with AppManager, run the CiscoCallMgr_CCM_SystemUsage script. Run this script for a week or two, and then run CiscoCallMgr_Report_SystemUsage to compile the data that you ve collected. Look for spikes in CPU and memory usage. Spikes in excess of 80 percent indicate that your system can t handle any new functions. Adding Cisco Unity to the load could make your PBX or CallManager start dropping calls. Consider adding another server or moving phones to balance the loads carried by all your servers. In addition, run the NT_CpuByProcess script to verify which application is actually causing the spike in CPU usage. It s possible that an application other than CallManager is causing the problem. 4 White Paper

If you re going to be using Cisco Unity in a voice mail-only environment, you need to know how many phones are registered to the CallManager or the PBX. As a general rule, the number of registered phones is pretty much the same as the number of voice mail users you ll have. Compare the number of phones with your call volume to determine the average number of calls per phone. If you re monitoring CallManager with AppManager, run CiscoCallMgr_RegHardwarePhones to find out how many registered phones you have. Network and Hardware Issues When you switch over to Cisco Unity, you may spend a lot of time determining what equipment you ll need, where you ll install it, and how you might configure it to get the greatest return on your investment. However, you can t lose sight of the most important factor that will undoubtedly affect the success or failure of your implementation: your network itself. Prepare yourself for the following risks: Firewalls. You can deploy Cisco Unity in a firewall-protected environment. Refer to the Cisco Unity Design Guide for more information about Cisco Unity and firewalls: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/design/udg/udg4_0.pdf. Security. For information about securing your Cisco Unity environment, refer to the Cisco white paper titled Security Best Practices for Cisco Unity 3.0, which you can find at the Cisco Unity documentation Web site: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/security.htm. Failover. Failover is feature of Cisco Unity that allows a secondary server to fill in for a primary server, thereby providing uninterrupted voice mail functions should the primary server fail. If you will be deploying a failover pair in a Cisco CallManager environment, then you also need to properly configure Cisco CallManager voice mail ports. Proper configuration will determine how calls are forwarded from the primary to the secondary Cisco Unity server, in case of a failover. For more information about configuring Cisco CallManager ports, refer to the Cisco white paper titled Cisco CallManager Port Configuration for Cisco Unity Failover at the Cisco Unity documentation Web site: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/ccmports.pdf. Managing Cisco Unity with AppManager In the following sections, we ll discuss a few of the Cisco Unity components you should plan to monitor day-in and day-out. In many cases, good management and monitoring practices can alert you to potential risks before they actually create problems for users. We ve divided the potential monitoring tasks into three sections, based on their relative importance. Using The NetIQ AppManager for VoIP solution allows you to automate management tasks and correlate monitoring data, and alerts you when something critical needs your attention. Getting the Most Out of Cisco Unity 5

Monitoring Essentials After deploying Cisco Unity, it s essential that you start collecting and analyzing data about every aspect of your deployment. By doing so, you can establish a baseline for typical performance and understand the trends that are taking place on your network. These trends can be indicators of the health of your messaging environment and may also help you understand the overall requirements for managing a Cisco Unity server in your environment. Your Cisco Unity servers are vital to the health of your voicemail messaging infrastructure; therefore, you need to begin comprehensive system and network monitoring immediately. Cisco Unity Servers Careful, thorough management of your Cisco Unity servers will let you know about potential problems so that you can respond proactively, before the problems affect your users. AppManager for Cisco Voice Mail offers numerous Knowledge Scripts devoted to monitoring the Cisco Unity application, resources, and critical services. For instance, the CiscoUnity_CU_HealthCheck script monitors all of the Cisco Unity application services (such as the Cisco Unity Report Handler service and the Cisco Unity Manager), and can automatically restart any service that goes down. With other scripts, you can monitor for spikes in CPU and memory usage, or keep an eye on the number of active subscriber sessions. Here s a list of the most important things to monitor right from the start: Silence counters. Run the CiscoUnity_CU_Silence script to monitor silence counters for occasions when users experience delays of silence instead of an expected voice mail recording, such as a logon message. Silence could indicate sluggish mailbox response time. Silence of no more than two seconds is enough to prompt user complaints. Also, if Cisco Unity prompts seem slow to respond, use the following perfmon (Performance Monitor) counters in Unity to track the responsiveness of the greeting and logon messages: Unity/Logon Silence and Unity/Opening Greeting Silence. Error logs. Real-time monitoring of errors logged at the Cisco Unity server is critically important. However, when you re troubleshooting a problem, you frequently don t have the time it can take to query Windows NT event logs when you re looking for one specific bit of data. When you need information, you need it now, if not sooner. The CiscoUnity_CU_EventLog Knowledge Script provides a simple way to query by myriad parameters such as event type, event source, event category, event user, and event ID. Port availability. The availability of text-to-speech and voice ports is vital to the overall reliability that users expect from Cisco Unity. Two Knowledge Scripts CiscoUnity_TTSPortsInUse and CiscoUnity_VoicePortsInUse monitor the number of ports that are being used by callers. Both scripts can notify you should the usage of either type of port exceed a level that you determine. Queue length. If too many processes are in queue for the processor or if too many requests are outstanding on the disk, your users will experience a frustrating delay when attempting to perform simple tasks such as accessing messages. Two Knowledge Scripts CiscoUnity_CU_CurrentDiskQueueLength and CiscoUnity_CU_ProcessorQueueLength alert you to long queue lengths well before your users are inconvenienced by the wait. 6 White Paper

Cisco Unity Message Repository. The Cisco Unity Message Repository (UMR) safeguards the message store if Exchange or Domino goes offline. The CiscoUnity_CU_UMRServiceHung Knowledge Script can instantly notify you if the UMR service becomes inoperable, or hung. To complete the monitoring cycle, you can use the CiscoUnity_CU_HealthCheck script to restart the UMR if it is hung. System Backups. Make sure that you re always kept informed, via email or pager, if system backups don t take place as scheduled preferably every night. Monitor your backup servers and drives and make sure they aren t in any danger of crashing. Cisco provides a backup utility; download the Disaster Recover Tools (DiRT) from http://www.cisco.com/cgi-bin/tablebuild.pl/unity-util. Unity Application Health and Performance Once you ve covered the most critical system components and are doing some basic monitoring of the Cisco Unity server itself, its operating system, and its supporting applications and services, you should expand your management expertise. You ll be able to avoid many problems altogether if you take a proactive stance toward managing database and log file sizes, system availability, and correlated system usage statistics. And to aid in troubleshooting any potential problems, expand your monitoring reach to include some or all of the following components: Failover. Periodically, run a system test to ensure that the built-in Cisco Unity redundancy features are working as designed. During non-business hours, when nothing crucial is at stake, try powering down one of your Cisco Unity servers and testing a couple of the phones registered with it to make sure they correctly switch over to another Cisco Unity server. Configure CiscoUnity_CU_FailoverStatus to alert you when the status of the primary server changes from active to inactive, prompting the secondary server to take over the tasks of the primary server (failover). In addition, the script also will let you know when the primary server has resumed its assigned tasks (failback). Message Store. You ll want to minimize or prevent sluggish response time between your Cisco Unity and Exchange or Domino servers. Check the response time of a mailbox store with the Exchange_ISPrivAvgDeliveryTime and Exchange2000_ISMailboxStoreAvgDeliveryTime scripts. An overloaded mailbox store can be slow to respond. Check for mailboxes that have exceeded their storage limits with Exchange_MailboxesOverStorageLimit. An overloaded database can be slow to respond. Check the response time of a Domino database with the Domino_OpenDBResponseTime script. Also, you ll want to continually monitor the up-and-down status of your Exchange and Domino servers. Should they fail, Unity will lose access to the message store, the directory service, and the global address book. The Domino_ServerDown Knowledge Script alerts you when a Domino server goes down. The Exchange_ServicesDown script performs the same function for an Exchange server. Getting the Most Out of Cisco Unity 7

Security. Another member of your organization may be in charge of network security. But security failures become your problem if they take down the Cisco Unity system. It s a good idea to keep informed about any secure areas, such as the Cisco Unity server, that have been compromised or threatened. Cisco recommends installing Service Pack 2 for Windows 2000, and also advises you to check the Microsoft Security Web site (http://www.microsoft.com/security/) and the TechNet Web site (check the Security Central section at http://www.microsoft.com/technet/) for the latest information about security updates for Microsoft operating systems and applications. Cisco suggests that you enable system security auditing on the server and then frequently check the Windows Event Viewer, which you can monitor with the NT_EventLog script. And to further increase security, track these important items at all times: Failed login attempts. Repeated failed logons could indicate attempts to breach security. Use the NT_FailedLogon script to alert you when the number of failed logon attempts exceeds the threshold that you ve set. By keeping constant tabs on the passwords configured for all computers (with the Security Manager), AppManager can alert you to a configuration or security issue. Spikes in IIS utilization. CiscoUnity_IIS_CpuHigh monitors CPU utilization at the IIS server and raises an alert if utilization rises above a certain threshold. In the case of a Code Red virus attack, IIS server utilization would certainly spike unexpectedly. The sooner you know there s a problem, the more easily you can prevent it from spreading and taking your system down. Unity Infrastructure Your Cisco Unity deployment is only as reliable as the operating system, applications, and services on which it depends. The high availability and effective performance of these components are keys to ensuring normal operations. Therefore, you ll need to monitor the following essential components. Windows 2000/NT. Your Cisco Unity servers run on Microsoft Windows 2000/NT Servers. Continual monitoring of CPU usage and queue length on such critical servers is highly recommended. Memory resources and disk I/O should also be monitored. The health of your entire messaging system rests on the performance of your Windows Server. AppManager can alert you not only when a Windows service or process goes down, but also when CPU and memory resources become strained so that you can immediately take preventive action. Verify CPU usage and queue length with the NT_CpuLoaded Knowledge Script. Monitor the use of physical memory, virtual memory, and paging files with the NT_MemUtil Knowledge Script. Configure the NT_ServiceHung Knowledge Script to identify and restart any critical Windows service that has stopped. Microsoft SQL Server. Cisco Unity s SQL database is another vital component that should be constantly monitored. Without the database, Cisco Unity can t access any of its administrative configuration data or its routing plan. Database status, accessibility, and available space are the most critical metrics to track. AppManager can perform the following vital monitoring functions: Configure NT_ServiceDown to send you an alert if a critical SQL service, such as MSSQLServer, goes down. 8 White Paper

Run a periodic SQL query (CiscoUnity_SQL_Accessibility) to make sure a SQL database is accessible and raise an alert if it isn t. When monitoring database size, use CiscoUnity_SQL_DataGrowthRate and CiscoUnity_SQL_DBGrowthRate to check database and database log growth rates. Apply size thresholds to check available space, raising alerts if these thresholds are exceeded. If a critical SQL service, such as MSSQLServer, goes down, AppManager can either restart it automatically or send an alert (or both). Domain Name Service. Active Directory uses the Domain Name Service (DNS) as the domain controller location mechanism, which allows computers to find the IP addresses of the Domain Controllers, thereby enabling each Cisco Unity account to locate its Cisco Unity server. You re probably already monitoring this important service on your network. Use the NT_EventLog script to scan the Windows event logs for DNS errors. Run the NT_DNSConnectivity script to make sure Cisco Unity servers never lose connectivity to DNS servers. Internet Information Services. Internet Information Services (IIS) support Cisco Unity configuration through active server pages (ASP), give the Cisco Unity server access Admin Web, and helps secure Cisco Unity administration functions. If IIS processes and applications consume excessive CPU resources, then IIS servers, Web services, and processes may go down. Configure CiscoUnity_IIS_HealthCheck to notify you if any of the above events occurs. Because IIS logs error information, you should also monitor its logs. Use CiscoUnity_CU_EventLog to look for failed or errored ASP and HTTP requests and other communication failures. IPT Environment Once you ve taken care of the absolutely essential monitoring tasks outlined in the sections above, you re ready to extend coverage once more to some of the external applications that, along with Cisco Unity, comprise your messaging environment. AppManager for Cisco Voice Mail includes support for Cisco Unity, Unity Bridge and Personal Assistant. Cisco Unity Bridge. The Cisco Unity Bridge is the connection between your Cisco Unity and Octel servers. Keeping the Cisco Unity Bridge healthy ensures that your users on Octel servers always have access to their Cisco Unity voice mail. Monitor and maintain vital Cisco Unity Bridge components, such as the Digital Networking System, by running at least the CiscoUnityBridge_CUB_HealthCheck script. Cisco Personal Assistant. Cisco Personal Assistant is a natural companion application for Cisco Unity. Personal Assistant helps you place and receive calls, and browse your voice mail according to spoken commands you give over any telephone handset or headset. Your users will expect the same level of reliability from Personal Assistant that they expect and receive from Cisco Unity. Ensure that Personal Assistant can access Cisco Unity voice mail by running CiscoPA_CPA_VoiceMail. Getting the Most Out of Cisco Unity 9

Cisco CallManager. Cisco CallManager may be the telephone system into which you ve deployed Cisco Unity. Your Cisco Unity users use that system to access their Cisco Unity voice mail. If CallManager is not functioning properly, then users can t access voice mail. AppManager for Cisco IP Telephony provides support for Cisco CallManager and CallManager Express. Run CiscoCallMgr_CCM_Heartbeat to monitor the CallManager heartbeat. Both CallManager and Active Directory (which Cisco Unity uses) support the Lightweight Directory Access Protocol (LDAP), which provides access to an application s information directories. Make sure that your LDAP server is always accessible by running the Network_LDAPServerAccessibility Knowledge Script. Also run the CiscoCallMgr_CCM_Healthcheck script to monitor CallManager s DC Directory Server service. You can configure the Healthcheck script to restart the DC Directory Server service if it happens to go down. Use CiscoCallMgr_RegOtherDevices to keep tabs on the number of voice mail ports registered with the CallManager. Also monitor the status of key voice mail ports in a CallManager cluster with CiscoCallMgr_CCM_DeviceStatus. Conclusion Cisco Unity is an excellent choice for your voicemail-messaging implementation. But as with any sophisticated system, there may be a few hurdles along the way to your goal of a messaging network with five-nines reliability. Network hardware and links go down; software applications, services, and processes consume limited CPU and memory resources; intruders interfere with administrative files and records. Cisco has worked hard to ensure that your Cisco Unity system will be as reliable as the telephone networks we all take for granted. But keeping the network running perfectly, all the time, requires proactive management and a good understanding of the various system components including the operating systems, databases, and servers that support Cisco Unity. Intelligent design and deployment, along with proactive monitoring and management, are required to keep Cisco Unity reliable and efficient. The operational monitoring tasks you ll need to perform are numerous and can be quite time-consuming. Fortunately, AppManager with its Knowledge Scripts can automate these tasks for you, saving you time and money while ensuring optimal performance for Cisco Unity. 10 White Paper

Resources 1. Cisco Systems, Inc. Cisco IP Telephony Solutions Installation and Configuration Overview. http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/vtg_qs.pdf. Accessed 25 March 2003. 2. Cisco Systems, Inc. Cisco Unity: Delays in the Subscriber Conversation. http://www.cisco.com/warp/public/788/avvid/unity-messages-tui.pdf. Accessed July 22, 2003. 3. Cisco Systems, Inc. Cisco Unity Design Guide. 13 December 2002. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/design/udg/udg4_0.pdf. Accessed 3 March 2003. 4. Cisco Systems, Inc. Cisco Unity Failover Configuration and Administration Guide. 13 December 2002. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/fail/fail401/ex/exfog401.pdf. Accessed 12 March 2003. 5. Cisco Systems, Inc. White Paper: Audio Codecs and Cisco Unity. 11 November 2002. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/codecs.pdf. Accessed 16 April 2003. 6. Cisco Systems, Inc. White Paper: Cisco CallManager Port Configuration for Cisco Unity Failover. 3 December 2002. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/ccmports.pdf. Accessed 3 March 2003. 7. Cisco Systems, Inc. White Paper: Monitoring Cisco Unity Performance. 16 January 2002. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/perfmon.pdf. Accessed 3 March 2003. 8. Cisco Systems, Inc. White Paper: Security Best Practices for Cisco Unity 3.0. 1 November 2002. http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/security.htm. Accessed 7 April 2003. 9. Randall S. Benn, et al. Configuring Cisco AVVID: Architecture for Voice, Video, and Integrated Data. Wayne A. Lawson II, ed. Syngress, 2001. Getting the Most Out of Cisco Unity 11