CUC FAQ

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Contents

General

Training resources

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Calls forwarded from A to B, reaches A's mailbox, how to change the behavior??

This is the default behavior for CUC, it will route based on the original called number, this can be changed in:
CUC admin > System Settings > Advanced > Conversations > Use Last (Rather than First) Redirecting Number for Routing Incoming Call
Notice this is a GLOBAL parameter and will affect ALL calls

Go to CUC FAQ Content Table

Can I sync my PIN against CUCM to use the same??

No, we have no interface to sync the PIN from CUCM and CUC when you change them, they're handled independently on each product.

UPDATED 6/8/2018
The answer now will depend on your specific CUCM and CUC versions, this has been made available since 11.5 and I show the procedure here: How to configure PIN sync between CUCM-CUC 11.5
Make sure to review the associated documentation in the video description.

Go to CUC FAQ Content Table

Why the need for extra CPU on CUC??

For partners, you can review the whole discussion here:
Nice VMware WP on real-time-app virtualization challenges

For non-partners, you want to read: Deploying Extremely Latency-Sensitive Applications in VMware vSphere 5.5 as it provides an explanation of why the idle CPU was required prior to ESXi 5.5 and CUC 10.5(2)

If you want the Cisco documentation with the explanation, you can find it here:

VMWare release 5.1 and older, requires reserving one physical core per physical server - see co-residency policy. With VMWare release 5.5 and later and Unity Connection release 10.5.2 and later while utilizing the latency sensitivity feature, you may remove the requirement of dedicated one physical core per physical server. This requires the Unity Connection VM Latency Sensitivity to be set to 'High' while at least one other VMs is set to 'Normal'. Recommend every VM to be set to 'Normal' except for Unity Connection VMs.

Virtualization for Cisco Unity Connection

Go to CUC FAQ Content Table

What versions of CUC can use latency sensitivity?

You require CUC 10.5(2) and ESXi 5.5 for this. This is currently the only combination we support.

Requirements for Installing Unity Connection 10.x on a Virtual Machine

  • Oversubscribing processors and memory is not supported.
  • For VMware vSphere ESXi 5.1 and earlier, at least one processor core must be available for the VMware ESXi hypervisor / scheduler.
  • For VMware vSphere ESXi 5.5 and later, Latency Sensitivity function is included to reduce virtual machine latency. When the Latency Sensitivity value is set to high you do not need to leave any unused processor core for the ESXi hypervisor / scheduler.

UPDATED 6/8/2018
When I originally wrote this 10.5(2) and ESXi 5.5 were the only supported combination, now later releases are also supported:
VMWare release 5.1 and older, requires reserving one physical core per physical server - see co-residency policy. With VMWare release 5.5 and later and Unity Connection release 10.5.2 and later while utilizing the latency sensitivity feature, you may remove the requirement of dedicated one physical core per physical server. This requires the Unity Connection VM Latency Sensitivity to be set to 'High' while at least one other VMs is set to 'Normal'. Recommend every VM to be set to 'Normal' except for Unity Connection VMs.

Virtualization for Cisco Unity Connection (CUC)

Go to CUC FAQ Content Table

What are the requirements for SIB (Single inbox) / UM (Unified Messaging)??

All the requirements, as well as configuration for this feature, can be found in the below docs:

Go to CUC FAQ Content Table

Can I integrate with Domino for SIB / UM??

Yes, but a middle man is required:
Cisco Unity Connection can be integrated with IBM Lotus Domino using software from Cisco partners Esnatech and Donoma to enable the Single Inbox feature. Esnatech Office-LinX TM Cloud Connect Edition and Donoma Unify for Lotus Notes both enable integration between Unity Connection and IBM Lotus Domino. For more detail information on deployment, installation, and configuration of these products, refer to the documentation available at http://www.esna.com/index.html and http://donomasoftware.com/donoma-unify-for-lotus-notes/.

Reference: SRND: Cisco Voice Messaging

UPDATED 6/26/2018
Notice that with the acquisition of Esna by Avaya, the integration option doesn't seem to be available any longer, even if still mentioned in the documentation.

Go to CUC FAQ Content Table

Can I integrate with Gmail / Zimbra for SIB / UM??

Not natively, but Esna provides this:
Office-LinX Cloud Connect Edition for Cisco Unity Connection
Esnatech Office-LinX Cloud Connect Edition seamlessly integrates Cisco Unity Connection with cloud-based productivity applications such as Google™ Apps and VMware® Zimbra as well as on-premise solutions such as Lotus Notes and Novell Groupwise to provide organizations with easy to use message handling controls directly within these applications. Office-LinX Cloud Connect Edition provides full bi-directional synchronization of messages between these applications and Cisco Unity Connection, message waiting indicator (MWI) and read/unread message status synchronization and contact resolution.

http://www.esna.com/products/officelinx/messaging.html

Thanks to rob.huffman for sharing some of his knowledge and making me aware of this.

UPDATED 6/8/2018
I will need to verify if the above solution is still valid, since Esna was acquired by Avaya, they might have removed the option to integrate with Cisco as a middle man for CUC.

Go to CUC FAQ Content Table

Can I configure the CUC DRS to backup my config to one FTP, the messages to another, and then restore both??

No, DRS would not allow this. If you want to backup your messages on a separate server, you may look into COBRAS, or Connection Message Shuttle.

Go to CUC FAQ Content Table

What are the HW requirements for CUC??

This topic is directly related to CUCM HW compatibility, as you use the same ISO for the install, if you're running, or planning to run over ESXi, review the previous link, the theory applies the same for CUC.

For previous releases, you can find the docs here:

UPDATED 6/8/2018
The supported platforms for CUC are now located here: Install and Upgrade Guides

Go to CUC FAQ Content Table

How to determine CUC and CUCM / CME compatibility??

There used to be separate guides for SCCP, SIP and MediaSense, they have all been collapsed into a single guide covering multiple CUC versions: Compatibility Matrix for Cisco Unity Connection

Go to CUC FAQ Content Table

How can I determine compatibility for Video??

There used to be separate guides for SCCP, SIP and MediaSense, they have all been collapsed into a single guide covering multiple CUC versions: Compatibility Matrix for Cisco Unity Connection

Go to CUC FAQ Content Table

How can I determine compatibility between CUC and my workstations??

There used to be separate guides for SCCP, SIP and MediaSense, they have all been collapsed into a single guide covering multiple CUC versions: Compatibility Matrix for Cisco Unity Connection

Go to CUC FAQ Content Table

I need to add more VM ports to my platform, how can I change the number of ports??

The number of VM ports is directly tied to the HW platform / OVA size you used during the installation, you can review how many are supported per platform by reviewing the supported platform list for your CUC release: What are the HW requirements for CUC??
If you wish to have more VM ports, you would need to go to the next supported platform option (assuming you're not already in the 20K OVA)

Be aware the CUC is the only application for which you cannot freely add vCPUs

  • Support for adding virtual hardware resources (similar to moving from a less powerful server to a more powerful server, such as MCS 7825 ⇒ MCS 7845) depends on which resource, and which UC product:
    • Adding vCPU is supported for all apps except Unity and Unity Connection, but requires VM to be shutdown first.
    • Adding vRAM is supported but requires VM to be shutdown first.
    • Adding vDisk is not supported as it would require re-partitioning by the application.

Reference: Resize Virtual Machine

Go to CUC FAQ Content Table

How many users, VM ports, etc. can I have in my CUC??

That information is directly related to the HW overlay that was chosen upon installation, review What are the HW requirements for CUC?? and the supported platform list for your CUC release.

Go to CUC FAQ Content Table

I want to use Exchange 2013 for SIB / UM but I don't see the option??

The interface has not been updated, but if you meet the requirements you only need to use the Exchange 2010 option.

UPDATED 6/8/2018
This was meant for CUC 10.5(2) which included support for Exchange 2013, but the GUI was not updated to reflect support and the latest option at the time was Exchange 2010.

Go to CUC FAQ Content Table

What kind of reports can I pull from CUC??

The best option to get reports from CUC is to use the User Data Dump

The help for the tool elaborates on all the fields it can extract from CUC, but some of the commonly used fields are:

  • All Alternate Extensions
  • Count of new voice messages in the last 24 hours
  • Count of new voice messages in the last 7 days
  • Time of Last Call
  • Total phone logins for the last 7 days
  • User generated mailbox activity detected in the last 60 days.

Most of the above are to find out dead users in CUC, or when you want to configure if a DN is configured as an alternate extension on other mailbox.

Go to CUC FAQ Content Table

How to create a simple AA??

You can create simply AAs with CUCM and CUC, I won't go into a level of detail of every single thing you need to configure as many are specific to your current config, I'll just point out the main elements you need to configure.
These are the instructions:

On CUCM:

  1. CUCM -> Device -> CTI Route Point -> Add New
    • Type in anything you want for Device Name and Description, you probably want something like AA, main AA or something along those lines.
      Fill in the rest of the details with your config, then click Save
  2. Click on Line [1] - Add a new DN at the bottom of the page
  3. We will use DN 1000 for the example
    • Type 1000 in Directory Number, make sure you choose the right Voice Mail Profile and set Forward All to Voice Mail by checking that option.
      The rest of the settings are not important to us, set them as per your configuration rules, once you're done, click Save

That's all we need to configure in CUCM

On CUC:

  1. CUCadmin -> Call Management -> System Call Handlers -> Add New
    • Fill in Display Name with any significant name for your deployment, and type 1000 in Extension, click Save

From this point, you have plenty of things you can configure to further enhance this simple AA:

  • Record the greeting you want to be played
    • Under the CH main page, Edit -> Greetings, click on the one you would like to change, change Callers Hear to My Personal Recording, and at the bottom of the page us the Recordings section to use the Media Master to record / upload a greeting.
  • Most usually the greeting you record will instruct you to press something to reach a particular person, department, etc.
    • From main CH config, Edit -> Caller Input, before you go to this page, you need to configure the user / call handler to which you want to route upon input. Notice that depending on what you want to happen upon a transfer, you need to define this behavior under the Transfer Rules under the Edit menu, the default behavior is that you will be transferred to the greeting of the user / call handler. On our example we want to hear the greeting from another CH with further options.
    • Edit -> Caller Input -> Click 1, here we would choose Call Handler -> Choose the right CH we want to send calls to from the drop-down and, you can bypass the Transfer Rules setting by choosing Go Directly to Greetings. On this scenario, either option would do the same as the default Transfer Rules setting is to go to greeting.
    • If you want to send the call to a User and ring his phone, then under the Transfer Rules for this particular user you need to set it to Transfer Action -> Transfer Calls to -> Extension or URI. Then back in the Caller Input page from the CH, you would choose the Action as User with Mailbox -> Choose the user from the drop-down, and make sure you select Attempt Transfer. If you choose Go Directly to Greetings, you would end up in his mailbox and not ring his phone.
  • Configure the Active Schedule in order to provide a working / non-working hours greeting
    • For this you should already have configure the required schedule and assigned it to the Call Handler, then you need to go to Edit -> Greetings, you will need to enable the Closed greeting and record the greeting you want, you usually also configure the After Greeting Call Action to either take a message, send to a pre-defined number, etc.
  • Configure the CH to take a message
    • Under the greeting for which you want to do this, choose After Greeting -> Call Action -> Take Message, then Edit -> Message Settings and here you can choose where to send the VM, either directly to a specific user, or a Distribution List. This is configured in the Message Recipient section.
    • You can further tweak what to do after they record a message with the Play After Message Recording and After Message Action settings.

The above is all the theory you would need to create a multi-layer AA within CUC, routing to another CH for more granular options, or sending the call to a user.
You can further explore all the settings available under each menu to create more advanced AAs with customized settings.

And just in case you ask, no, this CTI Route Point will never show as registered as it's not being handled by a TAPI / JTAPI application.

I recently created a video with this configuration, it can be found here How to configure an Auto-Attendant with CUC 11.x

Go to CUC FAQ Content Table

Why do I hear "Sorry <my greeting> is not available"??

Because you didn't upload the greeting as a greeting, you uploaded the greeting as the recorded name for your user / call handler. It should be "Sorry John Doe, is not available..."
You will need to recreate your user / call handler and upload the greeting to the proper greeting (standard, closed, etc.)

Go to CUC FAQ Content Table

How to disable "Wait while I transfer your call"??

All you need to do, is go to the transfer rule of the Call Handler, User, etc from which you're transferring the call, and uncheck: Play the "Wait While I Transfer Your Call" Prompt

UPDATED 6/8/2018
Most people believe that this setting should be disabled in the user/call handler which is transferring the call, but it actually needs to be disabled in the user/call handler which is the target for the transfer

Go to CUC FAQ Content Table

How many Unified Messaging services can I configure per cluster??

You can configure a maximum of 20 UM integrations per cluster.

Go to CUC FAQ Content Table

Can I generate a missed call notification??

Yes, with CUC 11.x you can, this is a new feature that has been introduced:
Missed Call Notification
Missed call Alert feature allows the end user to receive the missed call alerts on email. The user has the option of either getting the missed call with summary notifications or receiving only the missed call alerts

UPDATED 6/8/2018
I created a video in which I show how to perform this procedure: How to Configure Missed Call Notification in CUC 11.x

Go to CUC FAQ Content Table

Can I configure Video Greetings in my Call Handlers??

Yes, CUC 11.x has this feature included:
Video Greetings for Call Handlers

Go to CUC FAQ Content Table

Can I customize the Subject line from my notification emails??

Yes, CUC 11.x has this a native feature:
Subject Line Customization

Go to CUC FAQ Content Table

Can I configure how the From field looks like??

Yes, in the past you could control that by creating the same email ID in your Exchange, and typing the name you wanted to show up in the clients. CUC 11.x can do this natively:
Notifications And Outside Caller Messages: Configure From Field

Go to CUC FAQ Content Table

I'm getting an error about the Media Master certificate expired, how can I fix it??

In order to fix that issue, you'll need to apply a COP file: ciscocm.cuc_mediamaster_patch.cop.sgn
This is applicable to versions 8.5.x, 9.x and 10.x
The related bug is:

  • CSCuo94694 Media Master jar signing Certificate expiry issue

The README for the COP file can be found HERE, please make sure to review if before installing the COP file.

Go to CUC FAQ Content Table

How can I find the Alternate Extensions my users have configured??

There are two options, one is to limit your search:
User search > Limit to partition > Select your partition > Select "Display Primary and Alternate Extensions in selected partition"

The other option, is to use the User Data Dump

Go to CUC FAQ Content Table

If I use a shared mailbox, can I prevent multiple users login in at the same time??

No, unfortunately that is not possible, if you use a single mailbox and the access is shared by many users, there is no way to prevent more than one user hearing the same message at the same time.

One possible work around, and this would depend on the call flow, is to use Dispatch Messages:

Responding to Dispatch Messages Note the following considerations about responding to dispatch messages:

  • If another recipient accepts the dispatch message before you accept it, your copy of the message is removed from your mailbox.
  • When you decline a dispatch message, Cisco Unity Connection does not move it to your deleted items folder.
  • Dispatch messages trigger the message indicator on your phone. If another recipient accepts a dispatch message, Connection turns off the indicator after it removes the message from your mailbox. There may be a window of time between message removal and the indicator going off. If you find no new messages after noting the indicator, it likely is because you checked during this window.
  • When configuring message notification rules to include dispatch messages, be aware that by the time you receive a notification and call in to retrieve the message, it may be gone from your mailbox because another user has already accepted the message.

You would need to enable the Mark for Dispatch Delivery option in the Call Handlers under Edit -> Message Settings and configure the distribution list for which the message will be sent to.

Go to CUC FAQ Content Table

Are there limits for call handlers, routing rules, etc??

Yes, there are limits in regards to many of the elements in CUC, aside from the user capacity limits (which are defined per platform).

They can be found here:

Notice the link for the specific section is either wrong, or not defined, that is as close as I can link you to, scroll up a little bit and you will see the beginning of the section.

Go to CUC FAQ Content Table

What languages are supported for voice recognition??

Only US English:

Voice-recognition engine
English-United States

Available Languages for Unity Connection Components

Go to CUC FAQ Content Table

Can voice enabled call handlers play other languages aside from english??

Unfortunately no, there's an enhancement request open for this:

  • CSCve06484 CUC: Need localization support for Voice-Enabled Directory Handlers

Go to CUC FAQ Content Table

Are there alternatives for BAT??

Yes, there are other options, the BAT functionality on CUC is not as comprehensive as it's in CUCM, and there are some fields that you cannot update with the options you have available. The only way to do that is to use the APIs listed here:

Go to CUC FAQ Content Table

Install

What HW is supported for CUC??

The same theory from What possible HW options do I have to install CUCM?? works for CUC, however, bear in mind that CUC has a special restriction for the BE6Ks, this deployment model has NO support for UM /SIB
Notes on 1000 user 1vcpu VM configuration

You can find the platform compatibility information within the CUC Install and Upgrade guides.

Go to CUC FAQ Content Table

How do I install CUC??

Well, the procedure is quite similar to that of CUCM, you will use the same fill in the blanks wizard for it.
The guides for all releases are here:

They cover the single server install, as well as the active-active configuration tasks.

UPDATED 6/26/2018
For CUC 12.0 now you need to use a separate ISO image, starting CSR 12.0 CUCM and CUC are no longer bundled together in the same ISO image, now there is a separate image for CUCM and one for CUC.

Go to CUC FAQ Content Table

I have a UCS C240 M3S and I cannot start the OVA??

If you have the UCSC-C240-M3S TRC#2, the CPU that comes in that server is indeed a 2.5 GHz processor, however, ESXi does not seem to notice that speed, and it actually detects 2.499 GHz. Per the policies from the virtualization wiki, such CPU speed should be considered as restricted UC, however, this was tested by the BU and is considered a full UC performance platform. You will need to adjust the CPU reservation for CUC (and any other app) to multiples of 2.499.
For example, the 5K users OVA has a reservation of 5060 Mhz, which causes the failure to boot. You need to change it to 4998 Mhz.

Go to CUC FAQ Content Table

Can I force all my users to reset their PIN??

Jeff Lindborg recently posted a way to do this, however it seems it didn't work: Force all users to reset VM PIN

I have yet to try it myself to confirm or deny (if you try it, I'd appreciate if you let me know what happened)

An alternative would be to use the Bulk Password Edit and let them know they are now all using the same password, and to change it at their earliest convenience.

Go to CUC FAQ Content Table

Upgrade

How can I determine the upgrade path??

As with most products, you will find this information across several documents:

Just as with most products, you can find all the above from the main CUC documentation page

ALWAYS make sure to review the above documents for your target version before anything else, to take into account any special considerations.

UPDATED 6/8/2018
As with CUCM, the latest releases of CUC have been simplified and now all the upgrade information, including valid upgrade paths, will be in the upgrade guides and in the Release Notes.

Go to CUC FAQ Content Table

What is the procedure for the upgrade??

The procedure is quite similar to that of CUCM and IM&P, you can find it explained in the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection Release 10.x, Upgrading Cisco Unity Connection chapter

ALWAYS make sure you read the Release Notes, Compatibility Guides, and the Upgrade Guides before attempting to perform the actual upgrade.

Go to CUC FAQ Content Table

When do I need the ciscocm.cuc_upgrade_10.5.2su3.cop.sgn COP file??

This particular COP file is required if you're planning to upgrade to CUC 10.5(2)SU3 as otherwise, you'll be affected by bug:

  • CSCuy00023 CUC 10.5.2.13900-12 : Switch version failing on Subscriber node

The README for the COP file can be found HERE, make sure you review it for all considerations and installation instructions.

Go to CUC FAQ Content Table

Is there any precaution to take if I have languages installed on CUC 10.x and I want to upgrade to 10.5(2)??

Yes, you require a COP file for the upgrade to be successful, from the CUC 10.5(2) RNs

If you want to upgrade a Unity Connection 10.x server on which the language files are installed to Unity Connection 10.5(2), do the following steps:

Go to CUC FAQ Content Table

How can I move to a bigger OVA option??

As you cannot adjust the vCPUs for CUC, you cannot simply adjust the VM specs as necessary. This means that you need to use DRS or COBRAS for this. You need to install the new VM with the user capacity you require, and then use DRS or COBRAS to get all the information back, you can find the documentation here:
Backing Up and Restoring Cisco Unity Connection Components

If you're using locales, or have anything else installed on your old server, make sure you also have it on the new one.

Go to CUC FAQ Content Table

CUC 12.0 upgrade

I made a video for the CUC 12.0 upgrade, one of the most important things to bear in mind is that starting CSR 12.0 there is a separate image for CUCM and CUC, there is still some sync between the team for common platform elements, but now each product uses an individual ISO image.
As with CUCM, CUC has also moved away from RHEL and now CentOS 4/5/6 (64-bit) is the Guest OS to be used.

I made a video in which I show the procedure, which you can find here:

Go to CUC FAQ Content Table

Clustering

How many servers can I have in my CUC cluster??

You can only have 2 cluster per CUC cluster, there are no plans to increase this.

Go to CUC FAQ Content Table

Transfers

I would like to enable transfers to users who do not have been configured in CUC, how can I do that??

You just need to enable this option under the greeting page:
Allow Transfers to Numbers Not Associated with Users or Call Handlers — Check this check box to allow callers to transfer to extensions that are not assigned to other users or call handlers. Connection attempts a release transfer as long as the number entered by the caller is allowed by the Default System Transfer restriction table.

NOTE Make sure your CUCM integration's CSS also allows the numbers to be dialed from CUC for this to work, this can open a security hole if you allow users to reach the PSTN route patterns from CUC.

UPDATED 6/8/2018
This setting is only available in regular CUC, some of the SRSV documentation mention this parameter as being available, but that is incorrect:
CUC SRSV System Transfers to Non-User Extensions Not Allowed CSCur85620

Go to CUC FAQ Content Table

When dialing a user DN within an AA, I reach his VM, not ring his phone, how can I change that??

This is configured PER user, you need to

  1. Go to CUCadmin -> Users -> Users -> Find -> Click the user you want to change.
  2. Edit -> Transfer Rules
  3. Click the rule you want to change, usually the Standard one
  4. Go to Transfer Action and make sure it's set to: Extension or URI
  5. Click Save

Go to CUC FAQ Content Table

Integrations

What kind of integrations can I have between CUC and CUCM??

You can have SCCP or SIP, compatibility for both of them has been collapsed into a single document:
Compatibility Matrix for Cisco Unity Connection

The legacy integration is SCCP, the new option since CUCM started to mature in regards to SIP, has become the SIP trunk integration. Either of them work fine.

You can find the guides for all versions (and other options) here: Configuration Guides

I have made videos on how to configure both integrations, they can be found here:

Go to CUC FAQ Content Table

Is there a maximum number of integrations I can have with CUC??

No, there is no fixed limit to the number of integrations you can have, so long you have VM ports available for them

UPDATED 6/8/2018
Multiple Phone System Integration Guide for Cisco Unity Connection Release 10.x

You can create a maximum of 90 port groups if you are using only TUI (touchtone conversation) and VUI (voice-recognition) features of Unity Connection. However, if you are using all the features of Unity Connection, you are allowed to create a maximum of 60 port groups.
Port Group

Go to CUC FAQ Content Table

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Contact:
Any comments, questions, suggestions, contributions, etc. please send them to javalenc@cisco.com. Please make sure the subject is formatted "UC FAQ <anything else>" as I'll have rules in my mail to match them, otherwise, they'll end up in my spam folder.

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