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Introduction
The Cisco Unity Express (CUE) Voicemail applications work with Cisco Unified Communications Manager Express (CUCME) on UC500, to provide the capability to create and maintain voice mailboxes for onsite or remote telephone subscribers. The maximum number of mailboxes depends on the end user license agreement. Voicemail extends an organization's productivity by allowing employees to access messages at any time from any telephone. Both internal and external calls to a busy or unattended phone can be forwarded to the user's voicemail box and are greeted with the user's personalized greeting.
UC500 Software Pack 4.2.9 has CUE release 3.2.1 bundled. CUE 3.2.1 offers the following end user and systems features:
a) Voice mailbox PINless login - Enables subscribers to log in to their mailbox without a PIN. Access can be configured to be allowed from either the voice mailbox owner's extension or E.164 number
b) Nonsubscriber distribution lists - Enables you to add nonsubscribers to distribution lists. This enables the delivery of voice messages to people who do not have a mailbox on the system by using a single address to reference a list of addresses when sending the message
c) Following languages are supported in CUE 3.2.1
Arabic
Chinese (Mandarin)
Danish
Dutch
English (United Kingdom)
English (United States)
French (Canada)
French (Europe)
German
Italian
Japanese
Korean
Portuguese (Brazil)
Russian
Spanish (Europe)
Spanish (Latin America)
Spanish (Mexico)
Swedish
Turkish
UC500 software pack 4.2.7 has CUE release 3.0.3 bundled. CUE 3.0.3 offers the following end user and system features:
a) Live Record
b) Live Reply
c) Non-Subscriber Message Delivery
d) Message Notification Cascading
e) CUE 3.0 Fax support
f) Editor Express - GUI based AA scripting environment
g) System Administrator Dashboard
h) Multiple language support
UC500 Software pack 4.2.1 has CUE release 2.3.4 bundled. CUE 2.3.4 offers the following end user and system features:
a) Basic features such as message notification, future message delivery, multi-language support for voicemail prompts, public and private distribution list, broadcast messaging, multiple General delivery mailboxes (GDM), Personal operator, etc.
b) Comprehensive voicemail feature set - Replying, forwarding, saving messages; message tagging for privacy or urgency; alternate greetings; pause, fast forward, and rewind; and envelope information
c) VoiceView Express feature that allows subscribers to browse, listen, send messages, and manage their messages from their Cisco IP phone display and soft keys
d) Integrated messaging that allows subscribers to have an integrated view of their e-mails and voice-mail messages from a single e-mail client using IMAP Version 4 rev1
e) Networking - Voice Profile for Internet Mail (VPIM) Protocol to communicate with other Cisco messaging platforms
For all of the above features, the following is supported:
Up to 6 Voicemail sessions
Up to 6 VoiceView Express (VVE) sessions
5 to 15 General Delivery Mailboxes (GDM)
5 to 5 Public Distribution lists
10 to 50 Mailboxes
10 to 50 Personal Mailboxes
10 to 50 IMAP (Integrated Messaging)
Up to 14 hours of Voicemail storage
Default mailbox size is 775 seconds
CCA 1.8 release supports upgrade from CUE release 3.0.3 to CUE release 3.2.1
CCA 1.6 release supports upgrade from CUE release 2.3.4 to CUE release 3.0.3
When upgrading from 2.3.4 release, it is highly recommended to upgrade first to the 3.0.3 (before going to 3.2.1)
CCA 1.8 configures the following voicemail features:
a) Trigger (call-in number) for Voicemail
b) Username/pin for subscriber mailboxes
c) A corresponding E.164 number for the mailboxes
d) IMAP server and username/password for subscribers
All other features available in CUE today can be configured through either CLI or GUI. Below are the CLI and GUI Administration guides:
CUE 3.2 GUI Admin guide
CUE 3.2 CLI Admin guide
CUE 3.0 GUI Admin guide
CUE 3.0 CLI Admin guide
Documentation
Practice Labs
FIRST LOOK LAB:PBX, Voicemail and Auto Attendant
FIRST LOOK LAB:Voice View Express and IMAP
Configuration Guides
Cisco Unity Express 3.2 GUI Administrator guide
Cisco Unity Express 3.2 CLI Administrator guide
Troubleshooting
Capturing troubleshooting logs
Use CCA to capture troubleshooting logs for features that are configured through CCA.
Cannot leave voicemail for more than 30 seconds
This issue is typically seen when making calls across SIP trunks. If CCA 1.5 or later was used, this issue should not be seen. If an earlier release of CCA was used to configure the SIP Trunk, please refer to Section 4.3.14, under the NOTE portion
Setting up UC500 for troubleshooting Autoattendant issues
When possible, you should try to perform troubleshooting during non-business hours to minimize the performance impact on your system. Doing your troubleshooting during non operational hours also makes it easier to isolate and find a root cause to eventually resolve the issue.
Sending the log files captured using the steps listed below to your Cisco support contact would be your best option to start troubleshooting Auto attendant issues.
- Collect the UC500 configuration by generating the CCA troubleshooting log
- Collect Voicemail configuration CLI and debugging information using Windows Hyperterminal
To ensure debugs do not adversely affect the UC500 performance, prior to step 12 of the guide, add the below:
UC500#config terminal
UC500#(config)logging console informational
UC500#(config)logging buffer 100000 debug
UC500#(config)service sequence-number
UC500#(config)service timestamp debug date msec
UC500#(config)end
Clear the UC500 log to insure you capture only the information required:
UC500#clear log
Clear logging buffer [confirm]
Capture the Auto Attendant configuration
UC500#service-module integrated-Service-Engine 0/0 session
UC500-CUE> show running-config
After the screen stops scrolling, enter following command:
UC500-CUE> exit
Enable debug commands to troubleshoot calls to and from the Voicemail
UC500#debug ccsip messages
UC500#debug voip ccapi inout
Leave a test voicemail for a user. Once you have left the message, enter following
UC500#un all
Proceed to step 12 of the Hyperterminal guide
For step 13 of the Hyperterminal guide, enter the following
UC500#terminal length 0
UC500#show logg
Finish the remaining steps in the guide to generate the Voicemail troubleshooting log.
FAQ
How many mailboxes are supported on the 8-user, 16-user, 24-user, 32-user, 48-user and 64-user models of UC500?
The number of mailboxes supported is based on the End User License Agreement (EULA):
64U license entitles the customer to configure 64 phones and 64 user voicemail boxes. It does NOT add additional capacity to the UC500 voicemail, so the total user + GDM mailboxes available must be less than 65.
How many hours of voicemail storage is supported on the 8-user, 16-user, 24-user, 32-user and 48/64-user models of UC500?
The default voicemail storage per mailbox is about 13 minutes. The total storage varies depending upon the number of mailboxes.
For example, the 8-user system comes with 8 (+2 floating) personal mailboxes and 5 general delivery mailboxes. This amounts to total default storage of about 200 minutes.
Similarly, the 48-user system comes with 48 (+ 4 floating) personal mailboxes and 15 general delivery mailboxes. This amounts to total default storage of about 14 hours.
64U license entitles the customer to configure 64 phones and 64 user voicemail boxes. It does NOT add additional capacity to the UC500 voicemail, so the total user + GDM mailboxes available must be less than 65.
Can the default mailbox storage be changed on a per user basis on the UC500?
Yes, supported in CCA 2.x and beyond.
(no longer need using CUE CLI. "voicemail mailbox owner "userA" size <mailbox_size_in_seconds>")
Is direct transfer to mailbox feature supported? If so, how can this be configured?
Yes, direct transfer to voicemail is supported Outside of CCA and can be done using CUE CLI as documented here.
Setup a dummy ephone for the user and configure a "call forward-all" to point to the VM. There are two ways to accomplish this:
a) CUE allows configuring an alternate number for the mailbox. You can set this up to be the number on the dummy ephone for a specific user. Use the CLI username <userA> phonenumberE164 <dummy_ephone_dn>
b) Configure the CUE dial-peers with a translation, such that the dummy "redirect" number is translated to the user's primary phone number. An example CLI for this is shown below
- !
- ephone-dn 50 dual-line
- number 32..
- call-forward all 401
- !
- dial-peer voice 2000 voip
- description ** cue voicemail pilot number **
- translation-profile outgoing drop_transfer2VM
- destination-pattern 401
- session protocol sipv2
- session target ipv4:10.1.10.1
- dtmf-relay sip-notify
- codec g711ulaw
- no vad
- !
- voice translation-profile drop_transfer2VM
- translate redirect-called 1010
- !
- voice translation-rule 1010
- rule 1 /^3\(2..\)/ /\1/
- !
c) Around the July/August '08 timeframe, CME 4.3 support will be added on UC500. With CME 4.3, there will be a Transfer to Voicemail Softkey, so an operator can directly transfer the caller to a user's voicemail. Documentation around it is available at http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmevmail.html#wpmkr1044210
How do I configure phantom mailboxes on UC500?
You can configure phantom mailboxes on the CUE GUI. Note that phantom mailboxes will count against the number of mailboxes supported in the End User License Agreement (EULA). Follow the procedure below to configure phantom mailboxes.
- Login to CUE GUI. On UC500, the default URL is http://10.1.10.1. By default, username and password are cisco
- Goto Configure > Users. Click Add
- Select Other for Primary Extension and enter the extension number for the phantom mailbox. In the example below, the phantom extension is configured as 210
- Check Create Mailbox, Forward CFNA & CFB of extension boxes. Click Add.
- Add a New Mailbox screen appears. Leave defaults and Click Add to complere setup.
1. Close CCA. Identify the ephone-dn tags which are associated with the virtual mailboxes. In CCA 2.0 you can view this information in Monitor > Telephony > Phones and Extensions menu. Also note when ephone tags are in use.
2. Configure a dummy ephone using an unused ephone tag. Assign the ephone-dn tags to identified in step 1 to the dummy ephone. In example below, the dummy ephone 18 is mapped to ephone-dn tags 42, 43, 44 & 45.
ephone 18
mac-address 0001.0001.0001
type 7960
button 1:42 2:43 3:44 4:45
description Dummy Phone
3. In CCA, Telephony > Voice > User Extensions, configure a username and password for the dummy IP phone
Is FAX detection supported on UC500?
Fax detection, on UC500, is supported outside of CCA using CLI. It is on the CCA roadmap. This feature works on FXO, DID, BRI and PRI trunks in the Enbloc mode. In the Enbloc mode, all digits are received at the same time.
The following application note describes how to set up Fax to Email using the regular Onramp script and also the Fax Detect script:
Fax to Email using T.37 Onramp
Is there a limitation on the number of faxes that the system can hold on UC500?
Faxes are stored in CUE and share the space that's used by Voicemail. Approximately 8KB of fax tiff file will consume 1 second of Voicemail storage. The default VM storage on UC500s is around 775 seconds, so that may translate to about 6MB of fax (if the mailbox was to be used up completely for faxes and no voicemail).
Can a caller zero out of the voicemail? How do I set the zero out destination?
The CUE on UC500 supports the option to zero out of the Voicemail. While this might typically be used to redirect callers to an operator, it could also be used to redirect to an alternative external contact number for the mailbox owner. This may be configured in a number of ways, either by the end user, or by the system administrator.
End users may use either the CUE Web GUI interface, or VoiceView Express on the phones. Administrators may use the CUE Web GUI or IOS CLI.
- Voiceview Express: From the IP Phone, log in to VoiceView Express, select My Options then Zero Out Number. Enter the number for the target you wish the caller to be redirected to when they press 0 during the announcement.
- CUE GUI: Log in as either the end user, or the System Administrator. Select Voicemail > Mailboxes, then the End User mail box. In the pop up box, enter the Zero Out (Operator Assistance) number.
- IOS CLI: Following is an example of zero out to hunt-group 504 that belongs to an operator hunt-group.
- UC500-CUE#
- UC500-CUE#conf t
- UC500-CUE(config)# voicemail mailbox owner "Bob" size 775
- UC500-CUE(config-mailbox)# zero 504
- UC500-CUE(config-mailbox)# end
- UC500-CUE(config)# end
- UC500-CUE#
Is there a way to backup the voicemail messages and data?
Cisco Unity Express backup and restore functions use an FTP server to store and retrieve data. The backup function copies the files from the Cisco Unity Express application to the FTP server and the restore function copies the files from the FTP server to the Cisco Unity Express application. The FTP server can reside anywhere in the network if the backup and restore functions can access it with an IP address or hostname.
The process to enable backups and perform a restore for disaster recovery, can be found on:
Backup and Restore Process for CUE
How does the IMAP feature on CUE Voicemail work? Is there a way to integrate IMAP with Exchange?
With IMAP, voicemail messages can be send as an email attachment that can be viewed on Laptop/PCs. There is an IMAP server on CUE that can communicate with IMAP clients. The IMAP clients for Outlook, Outlook Express and Lotus notes have been interop tested with the IMAP server on CUE. With IMAP clients, the email and the voicemail can be synchronized. Reading a voicemail attached email on the client will mark the Voicemail as read on the IMAP server and will trigger an update for the MWI light status on the IP Phone. Similarly, deleting the email on the IMAP client will delete the Voicemail on the IMAP server.
The CUE IMAP server only works with the above IMAP client. To integrate this with an Exchange server, the message notification feature on CUE may be used. However, the functionality would be limited. With the notification feature, the Exchange server can get notified about a new Voicemail (along with attachments). So the Exchange clients can get an email with Voicemail attached. However, the notification email and the Voicemail on CUE are not in sync. Deleting the email notification on the Exchange server won't delete the voicemail from the CUE IMAP server.