Installation and Configuration Guide for Visual Voicemail Release 8.5 Revised October 08, 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883
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CONTENTS Preface vii Audience and Use vii Documentation Conventions vii Other Visual Voicemail Documentation viii Related Documentation viii Obtaining Documentation and Submitting a Service Request ix CHAPTER 1 Introduction to Cisco Visual Voicemail 1-1 About Visual Voicemail 1-1 Considerations Before You Configure Visual Voicemail 1-1 Ports Used by Visual Voicemail 1-2 CHAPTER 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Communications System 2-1 Task List for Configuring with a Single Cisco Unity Connection Server or Networked Connection Servers. 2-1 Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters 2-3 Task List for Configuring Visual Voicemail with a Single Cisco Unity Server or Networked Cisco Unity Servers 2-6 Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs 2-7 CHAPTER 3 Configuring Security for Cisco Visual Voicemail 3-1 About Configuration of Security for Visual Voicemail 3-1 Adding the Security Service Parameter to the Visual Voicemail Service 3-1 Obtaining the Tomcat Certificate from the Cisco Unity Connection Server 3-2 Obtaining a Certificate for the Cisco Unity Server 3-2 Creating a Certificate Request for the Cisco Unity Server 3-2 Submitting the Certificate Request to a Certificate Authority 3-3 Installing the Certificate on the Cisco Unity Server 3-3 Downloading the IIS Certificate from Cisco Unity 3-4 Adding the Certificate to Cisco Unified Communications Manager and IP Phones 3-4 Uploading Certificates to Cisco Unified Communications Manager 3-4 iii
Contents Checking the Certificate on Cisco Unified Communications Manager 3-5 Signing the CTL File on Cisco Unified Communications Manager 3-6 Restarting the Cisco Unified Communications Manager and TFTP Servers 3-7 Checking That the CTL File Is On 9971, 9951, or 8961 Phones in the System 3-7 Checking That the CTL File Is On 7900 Series Phones in the System 3-8 CHAPTER 4 Configuring Cisco Visual Voicemail on the Cisco Unified Communications System 4-1 Enabling Web Access on Phones 4-1 How to Create a Line Group and Hunt List or Route Group and Route List (Cisco Unity Connection Clusters Only) 4-2 Creating a Line Group or Route Group (Cisco Unity Connection Clusters Only) 4-2 Creating a Hunt List or Route List (Cisco Unity Connection Clusters Only) 4-3 Creating a Voicemail Pilot Number for Visual Voicemail 4-3 Creating a Hunt Pilot or Route Pattern for the Visual Voicemail Pilot Number 4-4 Creating a Hunt Pilot for the Visual Voicemail Pilot Number 4-4 Creating a Route Pattern for the Visual Voicemail Pilot Number 4-5 How to Configure Voicemail Web Services 4-5 Configuring Voicemail Web Service on Cisco Unity Connection 4-5 Configuring Voicemail Web Service on Cisco Unity 8.0 and later 4-6 How to Configure Reverse TRAP Rules on the Voicemail Server 4-7 Configuring a Reverse TRAP Rule on Cisco Unity Connection 4-7 Configuring a Reverse TRAP Rule on Cisco Unity 4-8 How to Configure Message Indicator Counts 4-8 Configuring a Message Indicator Count on Cisco Unity Connection 4-8 Configuring a Message Indicator Count on Cisco Unity 4-9 Balancing Web Service Requests Between Connection Servers (Cisco Unity Connection Clusters Only) 4-9 How to Add the Visual Voicemail Service in Cisco Unified Communications Manager 4-9 Service Parameters for Visual Voicemail 4-10 Adding the Visual Voicemail Service 4-10 CHAPTER 5 Configuring Cisco Visual Voicemail on Complex Systems with Failover, Clusters, and Multiple Servers 5-1 Visual Voicemail Configuration on Complex Systems 5-1 Visual Voicemail Installation on Complex Cisco Unity Configurations 5-2 Configuration of a Cisco Unity Failover Pair 5-2 Configuration of Multiple Independent Cisco Unity Servers Integrated with One Cisco Unified Communications Manager Server 5-3 iv
Contents Configuration of One Cisco Unity Server Integrated with Multiple Cisco Unified Communications Manager Servers 5-4 Visual Voicemail Installation on Complex Cisco Unity Connection Configurations 5-5 Cluster of Publisher and Subscriber Cisco Unity Connection Servers in an Active-Active Configuration with One Cisco Unified Communications Manager Server 5-5 Configuration of Multiple Cisco Unity Connection Clusters Integrated with One Cisco Unified Communications Manager Server 5-7 Configuration of One Cisco Unity Connection Server Integrated with Multiple Cisco Unified Communications Manager Servers 5-8 CHAPTER 6 Installing Cisco Visual Voicemail on Phones 6-1 How to Install the Visual Voicemail Service on Phones 6-1 Enabling Service Provisioning on the Cisco Unified Communications System 6-2 Installing by Enterprise Subscription 6-3 Subscribing Individual Phones to Visual Voicemail 6-4 How to Install by Bulk Administration 6-4 How to Install Visual Voicemail to Device Profiles for Extension Mobility 6-6 How Visual Voicemail Interoperates with Audio Voicemail 6-9 Changing the Audio Voicemail Service to Non-Enterprise Subscription 6-10 Disabling the Audio Voicemail Service 6-11 Restarting the TFTP Services and Devices 6-11 CHAPTER 7 Configuring Key Mappings in Visual Voicemail 7-1 About Visual Voicemail Key Mappings 7-1 Visual Voicemail Key Mappings File Format 7-1 Contexts in Visual Voicemail Key Mapping Files 7-2 Actions in Visual Voicemail Key Mapping Files 7-2 Service Parameters for the Visual Voicemail Key Mapping File 7-3 Enabling or Changing Visual Voicemail Key Mappings 7-3 Limitations of Visual Voicemail Key Mappings 7-4 Default Visual Voicemail Key Actions 7-5 CHAPTER 8 Maintaining Cisco Visual Voicemail 8-1 Updating the Visual Voicemail MIDlet 8-1 Updating Visual Voicemail Service Parameters 8-1 Resetting Visual Voicemail Phones 8-2 8-2 v
Contents CHAPTER 9 Troubleshooting Cisco Visual Voicemail 9-1 Capturing Phone Logs 9-1 How to Resolve Visual Voicemail Problems 9-2 Users See Contact Administrator Error Message 9-2 Users with Phones Behind Routers See Contact Administrator Error Message 9-2 Users with Phones Behind ASAs See Contact Administrator Error Message 9-2 Line Used by Visual Voicemail Becomes Disconnected After a Few Seconds 9-3 Cannot Hear Message Playing 9-3 Voicemail Server Is Unavailable 9-3 IP phones show "NO Softkey" state 9-4 CHAPTER 10 Information to Provide to Users 10-1 Information to Provide to Users After Installation 10-1 Accessing Visual Voicemail 10-2 About Fast Forwarding and Rewinding Messages 10-2 I NDEX vi
Preface Audience and Use, page vii Documentation Conventions, page vii Other Visual Voicemail Documentation, page viii Related Documentation, page viii Obtaining Documentation and Submitting a Service Request, page ix Audience and Use The Installation and Configuration Guide for Visual Voicemail is intended for installers, system administrators, and technicians who handle Cisco Visual Voicemail installations and changes within a Cisco Unified Communications system. The guide assumes that Cisco Unified Communications Manager and the voicemail server(s) are already installed and in use. The Installation and Configuration Guide for Visual Voicemail also provides information for troubleshooting and for training users. Documentation Conventions Table 1 Conventions in the Installation and Configuration Guide for Visual Voicemail Convention boldfaced text < > (angle brackets) Description Boldfaced text is used for: Key and button names. (Example: Select OK.) Information that you enter. (Example: Enter Administrator in the User Name box.) Angle brackets are used around parameters for which you supply a value. (Example: In the Command Prompt window, enter ping <IP address>.) vii
Preface Table 1 Conventions in the Installation and Configuration Guide for Visual Voicemail (continued) Convention - (hyphen) > (right angle bracket) Description Hyphens separate keys that must be pressed simultaneously. (Example: Press Ctrl-Alt-Delete.) A right angle bracket is used to separate selections that you make on menus. (Example: On the Windows Start menu, select Settings > Control Panel > Phone and Modem Options.) The Installation and Configuration Guide for Visual Voicemail also uses the following conventions: Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the document. Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data. Other Visual Voicemail Documentation Release Notes for Visual Voicemail Release 8.5 at http://www.cisco.com/en/us/docs/voice_ip_comm/cupa/visual_voicemail/8.5/release/notes/vivor eleasenote85.html. Quick Start Guide for Visual Voicemail Release 8.5 and Later at http://www.cisco.com/en/us/docs/voice_ip_comm/cupa/visual_voicemail/8.5/quick_start/guide/b _Quick_Start_Guide_for_Visual_Voicemail_Release_8.5.html. Related Documentation Phone Firmware For installation information, see the documentation for the phone on which you want to install the firmware. Documentation for the 9900 series phones is available at http://www.cisco.com/en/us/products/ps10453/tsd_products_support_series_home.html. Documentation for the 8900 series phones is available at http://www.cisco.com/en/us/products/ps10451/tsd_products_support_series_home.html. Cisco Unified Communications Manager For information about upgrading Cisco Unified Communications Manager, see the Software Upgrades chapter of the applicable Cisco Unified Communications Operating System Administration Guide at http://www.cisco.com/en/us/products/sw/voicesw/ps556/prod_maintenance_guides_list.html. viii
Preface Cisco Unity Connection For information about upgrading Cisco Unity Connection, see the applicable release notes at http://www.cisco.com/en/us/products/ps6509/prod_release_notes_list.html. Cisco Unity For information about upgrading Cisco Unity, see the applicable release notes at http://www.cisco.com/en/us/products/sw/voicesw/ps2237/prod_release_notes_list.html. Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/us/docs/general/whatsnew/whatsnew.html Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. ix
Preface x
CHAPTER 1 Introduction to Cisco Visual Voicemail About Visual Voicemail, page 1-1 Considerations Before You Configure Visual Voicemail, page 1-1 Ports Used by Visual Voicemail, page 1-2 About Visual Voicemail The Cisco Visual Voicemail application is an alternative to the audio voicemail service. After pressing the Messages button to start Visual Voicemail, users can view a list of their messages and play their messages from the list. Users can also compose, reply to, forward, and delete messages from their Cisco Unified IP Phone display without having to dial into their voice mailbox. Visual Voicemail uses the following: A MIDlet. The MIDlet is installed when you install or upgrade the Cisco Unity or Cisco Unity Connection server to the release required by Visual Voicemail. A phone service that points to the MIDlet. You install this phone service on the phones in the Unified Communications system. A voicemail port on the voicemail server. When users start Visual Voicemail, it automatically uses a port to open a line and call the voicemail server. Considerations Before You Configure Visual Voicemail Before you configure Visual Voicemail, consider the following: The installation of Visual Voicemail requires coordinated actions from the Cisco Unified Communications Manager administrator and from the Cisco Unity or Cisco Unity Connection administrator. The administrators need to plan to install Visual Voicemail in a coordinated way, and communicate regularly with one another. Decide whether you want to replace the audio voicemail service with Visual Voicemail, or whether to enable users to choose which service to use. For more information about this topic, see How Visual Voicemail Interoperates with Audio Voicemail, page 6-9. Decide whether you want to implement security for Visual Voicemail. If you configure security for Visual Voicemail, the traffic between phones and the voicemail servers is secure. 1-1
Ports Used by Visual Voicemail Chapter 1 Introduction to Cisco Visual Voicemail When you implement security, you must sign a Certificate Trust List (CTL) file. To do this, you need at least one security etoken. If this is the first time that the CTL file is being signed, you need two security etokens. You will need to order the etokens before you install Visual Voicemail. For more information, see the Configuring Security for Cisco Visual Voicemail chapter. Ensure that traffic is allowed on the required ports before you install Visual Voicemail. For more information, see Ports Used by Visual Voicemail, page 1-2. Install Visual Voicemail during a period of light usage of the voice messaging system. Advise users that they might encounter an error message during the outage window when you install the Visual Voicemail service. If users press the Messages button on their phones before the installation of the Visual Voicemail service has completed, the following error message is displayed: Error, contact administrator. Due to memory limitations on the 7900 series phones following phones, you cannot run any other MIDlets on phones on which Visual Voicemail is installed. Before you install Visual Voicemail on 7900 series phones, uninstall any other MIDlets from the phones. Ports Used by Visual Voicemail The usage of voice mail ports by Visual Voicemail is similar to the usage of ports by the audio voicemail service. When users start Visual Voicemail, it automatically uses a port to open a line and call the voicemail server. On Cisco Unity the call times out after two minutes. On Cisco Unity Connection the call times out after one minute. You might not need to buy new voicemail port licenses for Visual Voicemail. Use Visual Voicemail with existing voicemail ports before you make a decision to buy new port licenses. Note While creating ports in Cisco Unity Connection, make sure that the ports used for Visual Voicemail should have both Answer Calls and Allow TRAP Connections options enabled. For Visual Voicemail to work successfully, network traffic must be allowed on certain network ports between the phone VLAN and the voicemail server. The following table lists the ports and the protocols required: Port Protocol Required For... 80 HTTP All deployments. 443 HTTPS Secure deployments. 1-2
CHAPTER 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Communications System This chapter contains four task lists. Use the applicable task list, depending on whether you are configuring Cisco Visual Voicemail to integrate with Cisco Unity or Cisco Unity Connection and whether you have a single voicemail server or multiple voicemail servers in a cluster or network: Cisco Unity Connection Task List for Configuring with a Single Cisco Unity Connection Server or Networked Connection Servers., page 2-1 Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters, page 2-3 Cisco Unity Task List for Configuring Visual Voicemail with a Single Cisco Unity Server or Networked Cisco Unity Servers, page 2-6 Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs, page 2-7 Task List for Configuring with a Single Cisco Unity Connection Server or Networked Connection Servers. Revised January 6, 2011 This task list applies to a Cisco Unified Communications system that contains either one Cisco Unity Connection server or multiple Connection servers networked together. If your Unified Communications system contains a Cisco Unity Connection cluster or multiple Connection clusters networked together, see the Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters section on page 2-3. 2-1
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Task List for Configuring with a Single Cisco Unity Connection Server or Networked Connection Servers. Note This task list assumes that the Cisco Unity Connection server(s) and the Cisco Unified CM server(s) are already configured and integrated correctly, and are functioning. 1. Ensure that you have read and understood all of the information in Considerations Before You Configure Visual Voicemail, page 1-1. 2. Confirm that the Unified Communications system meets all of the necessary system requirements and the correct versions of all the required software, as listed in the release notes at the following URL: http://www.cisco.com/en/us/products/ps9829/prod_release_notes_list.html 3. Enable web access on Cisco IP phone. See the Enabling Web Access on Phones section on page 4-1. 4. To allow Visual Voicemail to establish reverse TRAP connections to the voicemail server, create a voicemail pilot number and either a hunt pilot or a route pattern on the Cisco Unified Communications Manager server. Perform the following subtasks: a. Create a voicemail pilot number. See the Creating a Voicemail Pilot Number for Visual Voicemail section on page 4-3. If you have multiple Cisco Unity Connection servers networked together, create a unique Visual Voicemail pilot number for each Connection server. b. Create either a hunt pilot or route pattern. See the Creating a Hunt Pilot or Route Pattern for the Visual Voicemail Pilot Number section on page 4-4. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, create the Visual Voicemail pilot number and hunt pilot or route pattern on each Cisco Unified CM server. You must use the same directory number for the pilot number or route pattern on each Cisco Unified CM server. 5. Configure voicemail web service on the voicemail server. See the Configuring Voicemail Web Service on Cisco Unity Connection section on page 4-5. If you have multiple Cisco Unity Connection servers networked together, enter the appropriate Visual Voicemail pilot number for each Connection server in the Voice Mail Web Service: Pilot Number for TRAP Connections field. This setting has different values on each Connection server, because you created a different Visual Voicemail pilot number for each server. 6. Configure a reverse TRAP rule on the voicemail server. See the Configuring a Reverse TRAP Rule on Cisco Unity Connection section on page 4-7. If you have multiple Cisco Unity Connection servers networked together, configure a reverse TRAP rule on each Connection server. Use the appropriate Visual Voicemail pilot number in the Dialed Number field on each server. 7. Configure message indicator counts. See the Configuring a Message Indicator Count on Cisco Unity Connection section on page 4-8. If you have multiple Cisco Unity Connection servers networked together, configure message indicator counts on each server in the network. 8. Add the Visual Voicemail service on the Cisco Unified Communications Manager server. See the How to Add the Visual Voicemail Service in Cisco Unified Communications Manager section on page 4-9. 2-2
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Communications Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters If you have multiple Cisco Unity Connection servers networked together, create a Visual Voicemail service for each Connection server in the network. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, repeat this step on each Cisco Unified CM server. 9. Optional: Configure security for Visual Voicemail. See the Configuring Security for Cisco Visual Voicemail chapter. If you have multiple Cisco Unity Connection servers networked together, download the tomcat certificate from each of the Connection servers and add all of the certificates to the Cisco Unified CM server and to the IP phones. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, you must add the tomcat security certificate to each Cisco Unified CM server in the cluster. 10. Install Visual Voicemail on the phones. See the Installing Cisco Visual Voicemail on Phones chapter. 11. Optional: Customize the keypad mapping file that defines which keys perform which actions when users press numbers on the phone keypad. See the Configuring Key Mappings in Visual Voicemail chapter. 12. Provide information about Visual Voicemail to users. See the Information to Provide to Users chapter. Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters Revised January 6, 2011 This task list applies to a Cisco Unified Communications system that contains a Cisco Unity Connection cluster or multiple Connection clusters networked together. If your Unified Communications system contains either one Cisco Unity Connection server or multiple Connection servers networked together, see the Task List for Configuring with a Single Cisco Unity Connection Server or Networked Connection Servers. section on page 2-1. Note This task list assumes that the Cisco Unity Connection cluster(s) and the Cisco Unified CM server(s) are already configured and integrated correctly, and are functioning. 1. Ensure that you have read and understood all of the information in Considerations Before You Configure Visual Voicemail, page 1-1. 2. Confirm that the Unified Communications system meets all of the necessary system requirements and the correct versions of all the required software, as listed in the release notes at the following URL: http://www.cisco.com/en/us/products/ps9829/prod_release_notes_list.html 3. Enable web access on Cisco IP phone. See the Enabling Web Access on Phones section on page 4-1. 2-3
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters 4. To allow Visual Voicemail to establish reverse TRAP connections to the voicemail servers, create Visual Voicemail pilot numbers and either hunt pilots or route patterns on the Cisco Unified Communications Manager server. Also, create either line groups and hunt lists or route groups and route lists for each server in the cluster. Perform the following subtasks: a. Confirm that there is a line group or route group for each Cisco Unity Connection server in the cluster. See the Creating a Line Group or Route Group (Cisco Unity Connection Clusters Only) section on page 4-2. b. Create a hunt list or route list for each Cisco Unity Connection server in the cluster. See Creating a Hunt List or Route List (Cisco Unity Connection Clusters Only) section on page 4-3. c. To allow Visual Voicemail to establish reverse TRAP connections to the voicemail servers, create a unique Visual Voicemail pilot number for each Cisco Unity Connection server in the cluster. See the Creating a Voicemail Pilot Number for Visual Voicemail section on page 4-3. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, create the Visual Voicemail pilot numbers on each Cisco Unified CM server. You must use the same directory numbers for the pilot numbers on each Cisco Unified CM server. d. Create a hunt pilot or route pattern for each Visual Voicemail pilot number. See the Creating a Hunt Pilot or Route Pattern for the Visual Voicemail Pilot Number section on page 4-4. Each hunt pilot or route pattern must use the correct set of voicemail ports that corresponds to the particular Cisco Unity Connection server. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, create the Visual Voicemail hunt pilots or route patterns on each Cisco Unified Communications Manager server. 5. On the Cisco Unity Connection servers, configure the voicemail web service settings. You must enter the appropriate reverse TRAP pilot number for each Cisco Unity Connection server in the Voice Mail Web Service: Pilot Number for TRAP Connections field. This setting has different values on the publisher server and subscriber server, because you created a different Visual Voicemail pilot number for each server. The value you enter in the Voice Mail Web Service: Pilot Number for Voice Mail will be the same on the publisher and subscriber because this is the pilot number for the audio voicemail service. See the Configuring Voicemail Web Service on Cisco Unity Connection section on page 4-5. 6. Configure two reverse TRAP rules on the Connection publisher server as follows: In the first rule, set the Dialed Number field of the routing condition to the Visual Voicemail reverse TRAP pilot number for the publisher server. In the second rule, set the Dialed Number field of the routing condition to the Visual Voicemail reverse TRAP pilot number for the subscriber server. You do not need to repeat this configuration on the subscriber server because the rules are replicated to the subscriber server. See the Configuring a Reverse TRAP Rule on Cisco Unity Connection section on page 4-7. If you have multiple Cisco Unity Connection clusters networked together, create two reverse TRAP rules on each publisher server in the network. 7. Configure message indicator counts. See the Configuring a Message Indicator Count on Cisco Unity Connection section on page 4-8. 2-4
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Communications Task List for Configuring Visual Voicemail for a Cisco Unity Connection Cluster or Networked Connection Clusters If you have multiple Cisco Unity Connection clusters networked together, configure message indicator counts on each publisher server in the network. 8. Configure a DNS alias to balance web service requests equally between the primary and secondary Connection servers. See the Balancing Web Service Requests Between Connection Servers (Cisco Unity Connection Clusters Only) section on page 4-9. If you have multiple Cisco Unity Connection clusters networked together, configure a DNS alias for each Connection cluster so that web service requests are balanced between the primary and secondary servers of each cluster. 9. Create one Visual Voicemail service on the Cisco Unified CM server. Use the cluster DNS alias as the hostname in the following fields: Service URL of the service Default Value of the voicemail_server parameter The term cluster DNS alias refers to two Cisco Unity Connection servers that work together as a cluster, that is, both servers actively accept calls and web service requests from Visual Voicemail. When you use the cluster DNS alias for the voicemail_server parameter, the Visual Voicemail application uses the Cisco Unity Connection servers in a round robin order. When a user signs in to the Visual Voicemail application, the Cisco Unity Connection server that is used automatically provides the hostname of the partner server to the Visual Voicemail application. The partner hostname is cached locally by the Visual Voicemail application and is used in scenarios when the original server is not available. See the How to Add the Visual Voicemail Service in Cisco Unified Communications Manager section on page 4-9. If you have multiple Cisco Unity Connection clusters networked together, create one Visual Voicemail service for each Connection cluster in the network. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, repeat this step on each Cisco Unified CM server. 10. Optional: Configure security for Visual Voicemail. You must download the tomcat certificate from both Connection servers and add both certificates to the Cisco Unified CM server and to the IP phones. See the Configuring Security for Cisco Visual Voicemail chapter. If you have multiple Cisco Unity Connection clusters networked together, you must download the tomcat certificate every Connection server and add all of the certificates to the Cisco Unified CM server and to the IP phones. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, add the tomcat certificates to each Cisco Unified CM server in the cluster. 11. Install Visual Voicemail on the phones. See the Installing Cisco Visual Voicemail on Phones chapter. 12. (Optional) Customize the keypad mapping file that defines which keys perform which actions when users press numbers on the phone keypad. See the Configuring Key Mappings in Visual Voicemail chapter. 13. Provide information about Visual Voicemail to users, as listed in Information to Provide to Users. 2-5
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Task List for Configuring Visual Voicemail with a Single Cisco Unity Server or Networked Cisco Unity Servers Task List for Configuring Visual Voicemail with a Single Cisco Unity Server or Networked Cisco Unity Servers Revised January 6, 2011 This task list applies to a Cisco Unified Communications system that contains either one Cisco Unity Connection server or multiple Cisco Unity servers networked together. If your Unified Communications system contains a Cisco Unity failover pair or multiple Cisco Unity failover pairs networked together, see the Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs section on page 2-7. Note This task list assumes that the Cisco Unity server and the Cisco Unified CM server(s) are already configured and integrated correctly, and are functioning. 1. Ensure that you have read and understood all of the information in Considerations Before You Configure Visual Voicemail, page 1-1. 2. Confirm that the Unified Communications system meets all of the necessary system requirements and the correct versions of all the required software, as listed in the release notes at the following URL: http://www.cisco.com/en/us/products/ps9829/prod_release_notes_list.html 3. Enable web access on Cisco IP phone. See the Enabling Web Access on Phones section on page 4-1. 4. To allow Visual Voicemail to establish reverse TRAP connections to the voicemail server, create a voicemail pilot number and either a hunt pilot or a route pattern on the Cisco Unified Communications Manager server. Perform the following subtasks: a. Create a voicemail pilot number. See the Creating a Voicemail Pilot Number for Visual Voicemail section on page 4-3. If you have multiple Cisco Unity servers networked together, create a unique Visual Voicemail pilot number for each Cisco Unity server. b. Create either a hunt pilot or route pattern. See the Creating a Hunt Pilot or Route Pattern for the Visual Voicemail Pilot Number section on page 4-4. If you have multiple Cisco Unity servers networked together, create either a hunt pilot or route pattern for each Visual Voicemail pilot number. Each hunt pilot or route pattern must use the correct set of voicemail ports that corresponds to the particular Cisco Unity server. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, create the Visual Voicemail pilot number and either hunt pilot or route pattern on each Cisco Unified CM server. You must use the same directory numbers for the pilot numbers or route patterns on each Cisco Unified CM server. 5. Configure voicemail web service on the voicemail server. See the Configuring Voicemail Web Service on Cisco Unity 8.0 and later section on page 4-6. If you have multiple Cisco Unity servers networked together, any changes you make to the voicemail web service settings must be repeated on each Cisco Unity server in the network. 6. Configure a reverse TRAP rule on the Cisco Unity voicemail server. See the Configuring a Reverse TRAP Rule on Cisco Unity section on page 4-8. 2-6
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Communications Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs If you have multiple Cisco Unity servers networked together, configure a reverse TRAP rule on each of the Cisco Unity servers. Use the appropriate Visual Voicemail pilot number for each server in the Dialed Number (DNIS) field. 7. Configure message indicator counts. See the Configuring a Message Indicator Count on Cisco Unity section on page 4-9. 8. Add the Visual Voicemail service on the Cisco Unified Communications Manager server. See the How to Add the Visual Voicemail Service in Cisco Unified Communications Manager section on page 4-9. If you have multiple Cisco Unity servers networked together, create a Visual Voicemail service for each Cisco Unity server. For each Cisco Unity server, use the hostname of that server in the following fields: Service URL of the service Default Value of the voicemail_server parameter Each service must have VisualVoicemail in the Service Name field. Cisco Unified CM allows you to create multiple services with the same name. You can use the Service Description field to distinguish between the services. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, repeat this step on each Cisco Unified CM server. 9. Optional: Configure security for Visual Voicemail. See the Configuring Security for Cisco Visual Voicemail chapter. If you have multiple Cisco Unity servers networked together, obtain a certificate for Visual Voicemail on each Cisco Unity server and add all of the certificates to the Cisco Unified CM server and to the IP phones. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, you must add the certificates for the Cisco Unity server to each Cisco Unified CM server in the cluster. 10. Install Visual Voicemail on the phones. See the Installing Cisco Visual Voicemail on Phones chapter. 11. Optional: Customize the keypad mapping file that defines which keys perform which actions when users press numbers on the phone keypad. See the Configuring Key Mappings in Visual Voicemail chapter. 12. Provide information about Visual Voicemail to users. See the Information to Provide to Users chapter. Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs Revised January 6, 2011 This task list applies to a Cisco Unified Communications system that contains either one pair of Cisco Unity servers configured in a failover configuration or multiple Cisco Unity failover pairs networked together. If your Unified Communications system contains either one single Cisco Unity Connection server or multiple Cisco Unity servers networked together, see the Task List for Configuring Visual Voicemail with a Single Cisco Unity Server or Networked Cisco Unity Servers section on page 2-6. 2-7
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs Note This task list assumes that the Cisco Unity servers and the Cisco Unified CM server(s) are already configured and integrated correctly, and are functioning. 1. Ensure that you have read and understood all of the information in Considerations Before You Configure Visual Voicemail, page 1-1. 2. Confirm that the Unified Communications system meets all of the necessary system requirements and the correct versions of all the required software, as listed in the release notes at the following URL: http://www.cisco.com/en/us/products/ps9829/prod_release_notes_list.html 3. Enable web access on Cisco IP phone. See the Enabling Web Access on Phones section on page 4-1. 4. To allow Visual Voicemail to establish reverse TRAP connections to the voicemail server, create one voicemail pilot number and either a hunt pilot or a route pattern on the Cisco Unified Communications Manager server. Perform the following subtasks: a. Create a Visual Voicemail voicemail pilot number. See the Creating a Voicemail Pilot Number for Visual Voicemail section on page 4-3. If you have multiple Cisco Unity failover pairs networked together, create a unique Visual Voicemail pilot number for each Cisco Unity failover pair. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, create the Visual Voicemail pilot numbers on each Cisco Unified CM server. You must use the same directory numbers for the pilot numbers on each Cisco Unified CM server. b. Create either a hunt pilot or route pattern for the Visual Voicemail pilot number. See the Creating a Hunt Pilot or Route Pattern for the Visual Voicemail Pilot Number section on page 4-4. If you have multiple Cisco Unity failover pairs networked together, create a unique hunt pilot or route pattern for each Cisco Unity failover pair. Each hunt pilot or route pattern must use the correct set of voicemail ports that corresponds to the particular Cisco Unity failover pair. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, create the Visual Voicemail hunt pilots or route patterns on each Cisco Unified Communications Manager server. 5. Configure voicemail web service on both the primary and secondary servers. See the Configuring Voicemail Web Service on Cisco Unity 8.0 and later section on page 4-6. If you have multiple Cisco Unity failover pairs networked together, any changes you make to the voicemail web service settings must be repeated on each Cisco Unity server in the network. 6. Configure a reverse TRAP rule on both the primary server and the secondary server. Use the same Visual Voicemail pilot number in the Dialed Number (DNIS) field for both servers. See the Configuring a Reverse TRAP Rule on Cisco Unity section on page 4-8. If you have multiple Cisco Unity failover pairs networked together, configure a reverse TRAP rule on each of the Cisco Unity servers, including all the primary and secondary servers. For each primary and secondary pair, use the same Visual Voicemail pilot number in the Dialed Number (DNIS) field for both servers. 7. Configure message indicator counts. See the Configuring a Message Indicator Count on Cisco Unity section on page 4-9. 2-8
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Communications Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs 8. Add the Visual Voicemail service on the Cisco Unified Communications Manager server. Create only one Visual Voicemail service on the Cisco Unified Communications Manager server. Enter the hostname of the primary Cisco Unity server in the following fields: Service URL of the service Default Value of the voicemail_server parameter When a user signs in to Visual Voicemail, the primary server automatically provides the hostname of the secondary server to the application. The hostname of the secondary server is cached locally by the application and is used in failover scenarios when the primary server is not available. See the How to Add the Visual Voicemail Service in Cisco Unified Communications Manager section on page 4-9. If you have multiple Cisco Unity failover pairs networked together, create one Visual Voicemail service for each Cisco Unity failover pair. Each service must have VisualVoicemail in the Service Name field. Cisco Unified CM allows you to create multiple services with the same name. You can use the Service Description field to distinguish between the services. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, repeat this step on each Cisco Unified CM server. 9. Optional: Configure security for Visual Voicemail. Obtain a certificate for both the primary and secondary Cisco Unity servers and add both certificates to the Cisco Unified CM server and to the IP phones. See the Configuring Security for Cisco Visual Voicemail chapter. If you have multiple Cisco Unity failover pairs networked together, obtain a certificate for Visual Voicemail on each Cisco Unity server, including all primary and secondary servers. Add all of the certificates to the Cisco Unified CM server and to the IP phones. If you have multiple Cisco Unified Communications Manager servers in a cluster environment, you must add the certificates for both the Cisco Unity servers to each Cisco Unified CM server in the cluster. 10. Install Visual Voicemail on the phones. See the Installing Cisco Visual Voicemail on Phones chapter. 11. Optional: Customize the keypad mapping file that defines which keys perform which actions when users press numbers on the phone keypad. See the Configuring Key Mappings in Visual Voicemail chapter. 12. Provide information about Visual Voicemail to users. See the Information to Provide to Users chapter. 2-9
Chapter 2 Overview of Mandatory Tasks for Configuring Cisco Visual Voicemail on a Cisco Unified Task List for Configuring Visual Voicemail with a Cisco Unity Failover Pair or Networked Cisco Unity Failover Pairs 2-10
CHAPTER 3 Configuring Security for Cisco Visual Voicemail About Configuration of Security for Visual Voicemail, page 3-1 Adding the Security Service Parameter to the Visual Voicemail Service, page 3-1 Obtaining the Tomcat Certificate from the Cisco Unity Connection Server, page 3-2 Obtaining a Certificate for the Cisco Unity Server, page 3-2 Adding the Certificate to Cisco Unified Communications Manager and IP Phones, page 3-4 About Configuration of Security for Visual Voicemail If you configure security for Visual Voicemail, the traffic between phones and the voicemail servers is secure. Visual Voicemail uses the HTTPS protocol instead of HTTP for traffic between phones and the voicemail servers. Note When you configure security for Visual Voicemail, you use the Cisco CTL Client plug-in. The purpose of running the Cisco CTL Client plug-in is to sign the CTL file. This process does not configure secure messaging for Cisco Unified Communications Manager, or change Cisco Unified Communications Manager to secure mode or mixed mode. Adding the Security Service Parameter to the Visual Voicemail Service Ensure that you added the use_secure_https_connection parameter to the Visual Voicemail service when you created the Visual Voicemail service. To enable security, the value of the use_secure_https_connection parameter must be set to 1. If you did not add this parameter, you must delete the Visual Voicemail service, recreate the service, then add the use_secure_https_connection parameter to the Visual Voicemail service. Related Topics Service Parameters for Visual Voicemail, page 4-10 Adding the Visual Voicemail Service, page 4-10 Updating Visual Voicemail Service Parameters, page 8-1 3-1
Obtaining the Tomcat Certificate from the Cisco Unity Connection Server Chapter 3 Configuring Security for Cisco Visual Voicemail Obtaining the Tomcat Certificate from the Cisco Unity Connection Server To obtain the security certificate for Visual Voicemail, you download the Tomcat certificate from Cisco Unity Connection. Procedure Step 1 Step 2 Step 3 Step 4 In Cisco Unified Operating System Administration, select Security > Certificate Management. Find the Tomcat certificate. Select the tomcat.der link. Select Download, then save the tomcat.der file to the computer. What to Do Next Adding the Certificate to Cisco Unified Communications Manager and IP Phones, page 3-4 Obtaining a Certificate for the Cisco Unity Server If you are configuring Visual Voicemail for a Cisco Unity voicemail system, do the procedure in each of the following sections in the order listed: Creating a Certificate Request for the Cisco Unity Server, page 3-2 Submitting the Certificate Request to a Certificate Authority, page 3-3 Installing the Certificate on the Cisco Unity Server, page 3-3 Downloading the IIS Certificate from Cisco Unity, page 3-4 Creating a Certificate Request for the Cisco Unity Server Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 On the Cisco Unity server, start Internet Information Services Manager. Select the Cisco Unity server in the left pane. Select Web Sites. Right-click Default Web Site, then select Properties. Select the Directory Security tab. Select Security Certificate. This starts a wizard that you can use to create the certificate request. Select Create a new certificate, then select Next. Select Prepare the request now, but send it later, then select Next. Type a name for the certificate, then select Next. 3-2
Chapter 3 Configuring Security for Cisco Visual Voicemail Obtaining a Certificate for the Cisco Unity Server Step 10 Step 11 Step 12 Step 13 Step 14 Step 15 For example, type the hostname as the name of the certificate. Enter information about the organization, then select Next. Enter the fully-qualified domain name of the Cisco Unity server in the Common name field, then select Next. Enter the geographical information, then select Next. Enter a filename for the certificate request, then select Next. Check the details of the certificate request on the Request File Summary screen, then select Next. Select Finish. Submitting the Certificate Request to a Certificate Authority Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Begin the process to submit a certificate on the certificate authority web site. Copy the contents of the certificate request text file. Paste the contents into the appropriate field on the certificate authority web site. Submit the request. Locate the certificate request on the certificate authority web site. If the certificate has been issued, download the certificate to a folder on the Cisco Unity server. Installing the Certificate on the Cisco Unity Server Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 On the Cisco Unity server, Start Internet Information Services Manager. Select the Cisco Unity server in the left pane. Select Web Sites. Right-click Default Web Site, then select Properties. Select the Directory Security tab. Select Security Certificate. This starts a wizard that you can use to install the certificate. Select Process the pending request and install the certificate, then select Next. Enter the location of the certificate file, then select Next. Enter 443 as SSL port, then select Next. Check the details of the certificate on the Certificate Summary screen, then select Next. 3-3
Adding the Certificate to Cisco Unified Communications Manager and IP Phones Chapter 3 Configuring Security for Cisco Visual Voicemail Step 11 Select Finish. Downloading the IIS Certificate from Cisco Unity Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Start a browser on the Cisco Unity server. Use the HTTPS protocol to access the URL of the Cisco Unity server. For example, access: https://<unityserver>/ Select View Certificate on the security dialog box. Select the Details tab. Select Copy to File. Select DER encoded binary X.509 (.CER), then select Next. Enter a filename for the certificate, then select Next. Verify the details of the certificate on the Completing the Certificate Export Wizard screen, then select Finish. Adding the Certificate to Cisco Unified Communications Manager and IP Phones To ensure that the traffic between the Visual Voicemail application and the voicemail server is encrypted, do the procedure in each of the following sections in the order listed: Uploading Certificates to Cisco Unified Communications Manager, page 3-4 Checking the Certificate on Cisco Unified Communications Manager, page 3-5 Signing the CTL File on Cisco Unified Communications Manager, page 3-6 Restarting the Cisco Unified Communications Manager and TFTP Servers, page 3-7 Checking That the CTL File Is On 9971, 9951, or 8961 Phones in the System, page 3-7 Checking That the CTL File Is On 7900 Series Phones in the System, page 3-8 Uploading Certificates to Cisco Unified Communications Manager Procedure Step 1 Step 2 In Cisco Unified Operating System Administration, select Security > Certificate Management. Select Upload Certificate. 3-4