Smart Business Communications System

Unified Communications 500

SBCS/UC500 – “SEVT October 2008”

 Table of Contents

Lab Topology.......................................................................................3

Lab Overview:.....................................................................................4

Lab1: Basic feature lab........................................................................5

Lab2: Advanced feature lab...............................................................19

Appendix A: Systems feature – Incoming call handling...................24

Appendix B: Systems feature – Customizing AA prompts...............26

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Lab Topology

Odd POD Even

FXO 0/1/0 to FXS 0/0/0 POD

FXS 0/0/0 to FXO 0/1/0

UC520 UC520

CCA Simulated CCA

Internet &
SIP Trunk
SP PSTN

The value “xx” should be set to the POD number that you have (goes from 01 to 12)

WAN IP addressing:
WAN IP Address 1.1.100.xx
WAN Subnet Mask 255.255.255.0
WAN Default Router 1.1.100.254

Inbound SIP Trunk DID (PSTN Call in) Numbers (Use PSTN phone to test)
Auto attendant 4085xx1200
Extension 1 (201) 4085xx1201
Extension 2 (202) 4085xx1202
VoiceMail 4085xx1209

Outbound Numbers to Call (From IP Phones on UC520 to PSTN Phone)

Emergency Number 9911
Local Call 9 777 1000
Long Distance 9 1 650 7772000
International 9 011 44 1234512345

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Lab Overview:
Be sure to turn off your wireless adaptor before completing the labs to avoid routing issues. An
Ethernet connection from your laptop to the UC500 / lab network should be the only network
connection.

In the lab documents, ‘xx’ refers to your Pod number. For example, if you are seated at POD01, you
would replace all instances of ‘xx’ in the lab documents with ‘01’.

Some of the labs may require you to partner with another pod to demonstrate certain features of the
system. This is usually to emulate an analog PSTN connection for the lab environment. Normally, you
would plug trunks from the PSTN into the FXO ports and analog devices (such as fax machines) into the
FXS ports. Please be sure and coordinate with the team seated at your ‘buddy’ pod so that you are both
working on roughly the same portion of a lab and can complete the verification steps successfully.

One of the labs requires an analog phone for completion. There is only a single analog phone for each
pair of Pods. Please share the phone between yourselves and your ‘buddy’ pod.

There are two Ethernet cables at each pod. These are both ‘broadband internet’ connections (emulating
the internet). One of these is for the UC500 WAN port, the other is used during the VPN lab to connect
your laptop. Either cable will work for either connection – there is no difference between them.

All of the software needed on your laptops to complete the lab is available for download from
http://zed.cisco.com/confluence/display/VOICE/SEVT-2008-Fall. Please copy all of this software to your
hard drive before the lab begins so you will have it when needed. This software will include the Cisco
Configuration Assistant (CCA) and Cisco IP Communicator (CIPC).

Please read items in RED very closely. These are notes / tips that will make the lab go much more
smoothly.
Lab1: Basic feature lab
Introduction:
The UC520 supports two voice system configuration types – PBX type and Keysystem type. This lab
focuses on the PBX system configuration. A typical PBX system involves an Auto Attendant that handles
incoming calls from a PSTN line (eg. Analog FXO trunks) and transfers the caller to one of the internal
extensions. Outbound local/LD/international calls are routed out through the PSTN line. In addition to
this, local extensions have voicemail boxes where callers can leave messages.

Objective:
The main objective of this lab is to configure the PBX system, voicemail and Auto Attendant features.
These features will be configured using Cisco Configuration Assistant (CCA). After completion of this
lab – you will be able to setup the SBCS system as a PBX, place calls between extensions, setup SIP
Trunk on the UC520 to a Service Provider (Lab Simulation), place calls in & out to the PSTN via the SIP
trunk.

Topology:

UC520

SIP Trunk WAN

Service
Provider

CCA
PSTN

Setup steps:
Be sure to turn off your wireless adaptor before completing the labs to avoid routing issues. The
only network connection from your laptop should be to the UC500 / lab network.

1. Be sure your UC500 system is powered up and plug one of the cables into the WAN port to port
11 on the catalyst switch.
2. At your pod, unplug a 7970 phone from the Catalyst switch (Skinny from the back row). Go to
the network configuration and make sure that the “Alternate TFTP” option is set to “No”. Once
verified plug in the 7970 IP Phone into the UC520 Power Over Ethernet (POE) ports. Also plug
in the 524 IP Phone into the UC520 PoE port. It may take a few minutes for the IP Phones to
upgrade their firmware and register to the UC500.
3. Connect your laptop to the back of an IP phone or to a POE port on the UC500. Verify that you
get an IP address assigned to the laptop.
4. After both 7970 and 524 have registered to the UC500, install and launch Cisco IP
Communicator (CIPC) SoftPhone on your laptop.
a. After launching CIPC, a Preferences Screen will appear (Right click on the CIPC to view
preferences if it does not appear). Now configure specific TFTP server on the network tab
as the UC520 IP address (192.168.10.1).
5. Ensure that all the phones register to the UC520 and receive an extension. Verify the extensions
as 201, 202 and 203 (CIPC)
6. Place a call between 201 & 202 – answer the call, place on HOLD and check if the Music on
Hold (MOH) works.
7. Place a call between 201 and CIPC (x203). Answer the call and place on hold on the IP
Communicator and note that the music plays to the IP phone. Take the call off hold and place it
on hold on the IP phone. Note that the IP Communicator only hears a hold tone and not the
MoH source.
8. Install Cisco Configuration Assistant (CCA) on your laptop.
9. Connect your laptop to one of the UC520 Ethernet ports or the Ethernet connection on the back
of an IP phone (if not already connected) & launch CCA.
10. On Launching CCA, a Connect window will appear. Click on “Create community” and click on
OK.

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Now you should see a dialog as below:
o Create a community UC520-xx. For the Company name, use POD-xx (where ‘xx’ is your Pod #)
o Choose discover option as “a single device by IP address” and use IP address 192.168.10.1
o Click Start - now you should get a “Security Certificate Alert”, click ‘Always’.
o Enter username/password as cisco/cisco.

o Once discovery is complete (this may take a few minutes), click ‘OK’ to view the topology. The
progress for discovery can be seen at the bottom of the screen.
o Check the topology to ensure all the phones show up. You may or may not see the CIPC device,
depending on where your laptop is plugged in. If it is plugged into POE port of the UC520, the
CIPC will show up. If the laptop is plugged into the back of an IP phone, the CIPC will not show
up. The ‘PSTN_GW’ device showing is the 2821 that we are using to simulate the Internet and
SIP trunk provider.

11. Launch CCA, connect to the created community and enter the username and password
(cisco/cisco) and let it discover the network and connected devices. Now launch CIPC and make
sure it gets extension 203 (x203)

12. Check the topology to ensure all the connected phones are showing up. Unplug any lines that
are connected to the FXO ports on the PODs.

13. Click on “Configure -> Telephony -> Voice” on the left navigation bar or click on the Phone
icon on the top menu bar. Select “UC520” for hostname and click OK. Wait until the “Refresh”
and “Apply” buttons are enabled before making any changes. In this lab,, we will configure the
various tabs - “Device”, “System”, “Dialplan”, “AA & Voicemail”, “SIP Trunking” “Voice
Features”, and “Users”.

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14. Click on the “Device” tab & select the System Type as a “PBX”.

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15. Click on “System” tab:

o Change the System Message to “UC520-PODxx”

o Configure a system-wide speed dial. Click on the “Add” button and configure a name and
a corresponding number. (eg. Name: “TAC Helpline”, Number: 918005532447)
Remember to include the PBX Access code and the long distance prefix for the speed-dial.
These parameters are defaulted to 9 and 1 respectively for North American dialing and can
be changed in the “Dial Plan” tab.
Note: Don’t click on “OK” or “Apply” until you have configured all the voice tabs

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 16. Click on the “AA & Voicemail” tab:
o Set the AA Access Extension as 400 & the AA PSTN number as 4085xx1200
o For the Auto Attendant script, select the aa_transfer.aef
o Set the following parameters for the Auto Attendant script:
- Option 0: 203
- Option 1: 201
- Option 2: 202
- Option 9: 401 (replace “none” by “401”)
o Set the VoiceMail Access Extension to 401 & the VM PSTN number to 4085xx1209

Note: The pull-down menu assists by showing the existing extensions on the system. In addition, you
can configure any number by overwriting “None”

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17. Click on the SIP Trunk tab and setup the UC520 for SIP trunking to a Service Provider for
PSTN access
o Select “Generic SIP Trunk Provider” from the Service Provider pull down menu
o Set the Registrar Server and Proxy server fields with: 1.1.100.254 which is the SIP PSTN
network setup in the lab
o Under Digest Authentication, set username to 4085xx1200 & password to 1234

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18. Click on the “Voice Features” tab
o Under the “Paging Parameters”, check the “Enable Number of Paging Groups”, select 1.
Configure the first Paging Group Extension Number as 101.
o Under the “Group Pickup Parameters”, check the “Enable Pickup Groups”.
o Under the “Caller ID Block Code”, check the “Enable Caller ID Block Code”. Use the
default value.
o For “Outgoing call block number list”, enter “1510” and click on the “Add” button. This
will block all calls to 510 areacode. Note that you need to specify the long-distance prefix
in front of the areacode.
o Check the “Enable Intercom” box.
o Under the “Hunt Group Parameters”, check the “Enable Number of Hunt Groups”, select
2. Configure the first Pilot # as 501. Use the default Hunt type, sequential. Set the
“Forward to” parameter as Auto Attendant. Configure the second Pilot # as 502, hunt-type
sequential and set the “Forward to” parameter as Voicemail.
o Under the “Call Park Parameters”, check the “Enable Number of Park Slots”, select 1.
Configure the first Park Slot Extension as 701.
o For the “Multi-Party (Ad-hoc) Conferencing”, change from the default of 3x8 (8 sessions
of up to 3-party conference) to 4x4 (4 sessions of up to 4-party conference). Leave “Mixed
Mode” check box blank.

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19. Click on the “Dial Plan” tab:
o Ensure the following defaults are set for North American dialing:
Number of digits per Extension 3
Number of digits in Area Code 3
Number of digits in Local Number 7
Digits for placing Long Distance calls 1
Digits for placing International calls 011
Access code 9
o Configure the “Emergency Number” to be “911”
o For “Incoming Call Handling”, note that the “FXO Trunks” can be changed from “Custom
Configuration” to “Auto Attendant” or “Operator”. When you select “Operator”, you get an
option to configure the Operator’s extension. For this lab, choose “Auto Attendant” from the
pull-down menu.

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o Click on the “Configure” button for Direct Inward Dial. We will use this feature to add PSTN DID
numbers to 2 of the IP phone users.
o Click on Add range for “One-to-One DID Translation”
o Enter a description such as SIPPSTN
o Enter starting DID range as 4085xx1201 and ending as 4085xx1202
o Enter starting Internal Extension range as 201 and ending as 202
o Choose SIP Trunk from the trunk pulldown
o Do not Check Caller ID and then click OK

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20. Click on the “Users” tab:
o For all the Analog Phones (none connected but configured by default on the UC520):
i. Configure the LastName for all Analog phones as fxs
ii. Configure the FirstName as a, b, c, d.
iii. Configure the userid as afxs, bfxs, cfxs, dfxs.
iv. Set the passwords to 1234.
o For all the IP Phones:
i. Configure the LastName for all IP phones as ip
ii. Configure the FirstName as a, b, c.
iii. Configure the userid as aip, bip, cip.
iv. Set the passwords to 1234.

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21. Select the “More” button for the IP Phones one at a time as below
o For IP phone with x201,
i. Select the Paging Group from the pull down
ii. Select the Hunt Group 501 from the pull down
iii. Set Permissions to International. Make sure “Block restricted number” is checked
iv. Set the intercom between users aip and bip
v. Make sure the DID number configured previously shows up – then click OK
o For IP Phone with x202
i. Select the Paging Group from the pull down
ii. Select the Hunt Group 501 from the pull down
iii. Set Permissions to Domestic. Make sure “Block restricted number” is checked
iv. Verify that the Intercom to aip is configured
v. Make sure the DID number configured previously shows up – then click OK
o For the CIPC phone with x203
i. Select Pickup Group 1 from the pull down
ii. Select the Hunt-Group 502 from the pull down
iii. Set Permissions to Domestic. Make sure “Block restricted number” is checked
iv. Make sure no PSTN number shows – then click OK
o For the Analog phone with x301
i. Select the Hunt-Group 502 from the pull down

22. Click on “ok” button at the bottom of the screen and observe the progress bar. Click OK when
the “Configuration successfully sent to UC520” message pops up. It may take several minutes
for the configuration to be applied to the UC500.

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 23. Configure the WAN Connectivity. On the left pane go to Internet Connections
o Click on FastEthernet 0/0 and hit Modify
o Click on Static IP radio button
o Enter IP address as 1.1.100.xx (xx is POD # - drop the leading 0, only enter 1 for POD 01)
o Enter Subnet mask as 255.255.255.0
o Enter Default Gateway as 1.1.100.254
o Click on OK
o Click on Apply on the Internet Connection window to apply the changes

Note: This step is required for SIP trunk lab to function properly.

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Verify Steps:
1. On the IP Phones, make sure the FirstName and the LastName is visible.
2. Call the voicemail access number (401) & Auto Attendant (400) internally and test if calls work.
Make sure the AA transfers the call as configured.
3. Press the ‘Messages” key on each phone and enroll the users. Use “789” as a password.
4. Place calls between IP Phones and ensure that calls roll over to VM when not answered.
5. Check that the MWI light turns on when a message is left.
6. Press “Services” key on the IP Phone and select the “CME Service URL” to launch Voice View
Express (VVE). Use the password from step 3 for PIN.
7. From any phone, press “Directory” key and then select the “Local Speed Dial” option. Verify that
the system-wide speedial configured in the system tab appears here.
8. Dial 101 from any phone to check paging.
9. For 201, press the Intercom button to verify that intercom to 202 works fine.
10. For 201, dial *916202. On 202, the caller-id should show “From Private”. This indicates that
callerID block code is working fine.
11. For 202, call 203. From 201, press more > GPickup to verify that call pickup works fine.
12. Simulate an incoming PSTN call over the SIP Trunk by going over to the PSTN phone (near
proctor desk) and dialing any DIDs for your POD [4085xx120y where xx is POD # and y goes
from 0 to 3].

13. Call outbound from x202 to the PSTN by dialing the below patterns (there may be a slight delay in
getting the calls setup)
a. 911 (emergency call)
b. 9911 (emergency call)
c. 97771000 (local call)
d. 916507772000 (long distance call) – this should fail in
theory. However, there is a limitation with using the Generic
SIP Trunk provider pulldown where COR does not apply.

14. Call outbound from x201 to the PSTN by dialing the below patterns

a. 916507772000
b. 915102221234 (calls to 510 areacode should fail based on
blocked patterns)
c. 9011441234512345 (international call)

15. From CIPC, dial 501 to test the hunt-group functionality. The call should hunt to 201 and 202 and
should invoke the Auto Attendant on no answer.

16. From 524, dial 502 – the call should hunt to 301 and 203. It will then go to the GDM for 502.
Leave a message in the GDM and using CIPC ensure that the GDM messages can be checked.

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Lab2: Advanced feature lab

This lab will focus on configuring some advanced features using CCA, CME/CUE GUI, and CLI.
Features configured in this lab include
a) Phone features - Monitor buttons, Overlays, Shared dns and Label
b) System features – Incoming call handling

Phone features – Monitor buttons

1. Launch the “Voice” configuration page on CCA
2. Go to the “Users” tab. Select the more option for aip. We will treat this phone as operator’s phone.
3. On button 3, select the type as Monitor and from the extension pull-down select 202.
4. Click on OK for “More” window & then click on Apply at the bottom of the Voice configuration page.
5. Once the changes are applied, check aip’s IP Phone and ensure that the monitor buttons are created.
6. Verify the monitor functionality
- A call on 202 should indicate its presence on the respective monitor button, with the button LED
turning red, and the icon for the monitoring line showing offhook state.
- Pressing the monitor button while the monitored line is idle will speed-dial the extension that is
being monitored.
- You can transfer a call from 201 to 202 by answering an incoming call, pressing Trnsfer softkey
and pressing button 3, followed by Trnsfer softkey again.

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Phone features – Shared DNs
In this section, we will configure a shared DN 275 between aip and cip.

1. Launch the “Voice” configuration page on CCA and go to the “Users” tab.
2. Select the more option for aip and set button 4 type as share and extension as 275 and click on ok
3. Select the more option for bip and set button 3 type as share and extension as 275 and click on ok
4. Select the more option for cip and set button 5 type as share and extension as 275 and click on ok
5. Then click on Apply at the bottom of the Voice configuration page.
6. Once the changes are applied, check both IP Phones for ext 275.
7. Verify the functionality – From cip make a call to 275 and ensure that both IP Phones ring.
- Answer the call on bip. When the shared line is in use by another phone, the CP-500 LED turns red
- On bip, place the call. When the shared line is in on hold by another phone, the CP-500 LED blinks red.
- On aip, press button 3 (ext 275) to resume the call. When the shared line is picked up, the CP-500 LED
turns solid green

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Phone features – Multi line appearance
1. Launch the “Voice” configuration page on CCA
2. Go to the “Users” tab. Select the more option for aip.
3. On button 3, select the type as Normal and specify the extension as 251.
4. On button 4, select the type as Normal and specify the extension as 252.
9. Click on OK for “More” window and then click on Apply at the bottom of the Voice configuration
page.
10. Once the changes are applied, verify aip to ensure the additional lines are functional.

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Phone features – Overlay DNs
Overlay DNs are used in scenario where a single button should be used to answer calls to multiple
numbers. This is typically true for lower end phones that have fewer buttons. Follow the steps below to
configure the operator’s phone with overlay for extensions 275, 251 and 252.

1. Launch the “Voice” configuration page on CCA

2. Go to the “Users” tab. Select the more option for aip. This is the operator phone for this lab.
3. On button 4, select the type as none allow extension 252 to be added as an overlay.
4. On button 3, select the type as Overlay and click on “Overlay” button under Extension (s) column
5. On the new window “Overlay - aip”, add extensions 275, 251 and 252. Then click on OK for the
“Menu” page and then click on Apply at the bottom of the Voice configuration page.
6. Once the changes are applied, check aip’s IP Phone and ensure that an overlay button is created. The
overlay line label will display the first extension you selected in the overlay menu.
7. Verify the overlay functionality. Make calls to 275, 251, and 252 and ensure that this overlay line rings.

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Phone features – Label for buttons
CCA release 1.8 allows to configure labels for each of the button. The labels default to the phone number
associated with the button. The Label cannot be changed for Intercom or monitored lines. Changing the
label on a shared line will change the label for all phones sharing the line.

1. Launch the “Voice” configuration page on CCA and go to the “Users” tab
2. Select the more option for cip. On button 4, select the type as Normal and specify the extension as 261.
On button 5, select the type as Normal and specify the extension as 262
3. Configure the following labels:
Button 1: 203_Primary
Button 2: No changes
Button 3: Shared_ext_275
Button 4: 261_SecondLine
Button 5: 262_ThirdLine
4. Click on ok for the “more” page and then click on Apply at the bottom of the Voice config page.
5. Verify the functionality – check the IP Communicator for the appropriate display of labels.

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Appendix A: Systems feature – Incoming call
handling
CCA can help configure the desired call flow for incoming calls. Using this feature incoming calls can be
directed to a hunt-group, shared line, auto attendant, or any other desired destination.

1. Launch the “Voice” configuration page on CCA and go to the “DialPlan” tab
2. Under the “Incoming Call Handling” section, select “Custom Configuration” for FXO trunks and then
click on “Configure” button.

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 2. Configure the following parameters for the FXO trunks:

FXO port 0/1/0: 401

FXO port 0/1/1: 275
FXO port 0/1/2: 501
FXO port 0/1/3: 203

3. Click on OK on the FXO port configuration window and then click on Apply at the bottom of the Voice
config page.
4. Verify the functionality. Use an analog cable to connect the FXO port on your UC500 to the FXS port
on the next pod’s UC500 (you may have to increase the CFNA timer on the FXS ports using CCA).

– Calls to the port 0/1/0 should be directed to the Auto Attendant

– Calls to the port 0/1/1 should be directed to the IP Phones that have shared line 275
– Calls to the port 0/1/2 should be directed to the 501 hunt-group, unanswered calls are forwarded to AA
– Calls to the port 0/1/3 should be directed to the operator at extension 203

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Appendix B: Systems feature – Customizing AA
prompts

Follow the steps below to setup prompts for Auto Attendant. There are 2 ways to setup prompts, you can
either use “Sound Recorder” utility on windows and or you could setup a “prompt management”
system.

Use the “Sound Recorder” tool to record the prompts.

o In Windows XP, select Start > Programs > Accessories > Entertainment > Sound Recorder
o Click the “Red” Record button to start recording. Click the Stop button once finished.
o After the prompts are recorded, click on File > Properties and change the Audio format
o In the Format Conversion section, click on “Convert Now”
o In the “Sound Selection window” scroll up and select CCITT u-law”, then click on OK
o Select File > Save as to save the audio file. Name the audio file welcome and save it on Desktop
o Right click on the “welcome.wav” file on your Desktop. Click the summary tab. Make sure the
audio format reflects CCITT u-law, 8Khz, 8 Bit, Mono

The other way to record prompt for Auto Attendant script is to use the “Prompt Management” script on
CUE. For this we will use the CUE Web GUI. The configuration steps are divided into 3 main sections.

Section A configures a Call-in number for the prompt-management script

Section B assigns admin rights to a specific extension and
Section C guides you through CLI configuration on the UC500

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SECTION A – Configure the Call-in number (trigger) for the prompt-management script
StepA1: Launch a web browser and go to http://10.1.10.1
StepA2: Login using administrator username/password (by default this is cisco/cisco)

StepA3: Click on Administration > Call-in Numbers

StepA4: Click on Add

StepA5: Configure the “Add a call-in Number” window:

o From the "Application" pull-down menu select "promptmgmt"
o Configure the "Call-in Number" as 402
o Once done, click on the Add icon.
o Make sure that the new call-in number appears under Administrator > Call-in Numbers

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SECTION B – Assign administrator rights to extension 201
StepB1: Click on Configure > Users

StepB2: Click on the user aip. A “User Profile” window that displays all the parameters for a ip will pop
up. On this window, set the PIN number to 789, and click on Apply icon.

StepB3: Click on Groups tab, notice that the list contains IMAPgrp. Click on "Subscribe as member".
StepB4: In the “Find” window, enter "Administrator" for Group ID and click on Find. Check the Group
ID "Administrators" and click on "Select row(s)". Ensure aip shows as a member of administrator group
and close the “User Profile” window.

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SECTION C
StepC1: Telnet to UC500 using MS-DOS prompt. The default IP address for UC500 is 192.168.10.1 and
the passwords are cisco/cisco. Get into the enable mode.

StepC2: Use the following CLI to add a dial-peer for prompt-management:

config t
dial-peer voice 2010 voip
description dial-peer for prompt management
destination-pattern 402
b2bua
session protocol sipv2
session target ipv4:10.1.10.1
dtmf-relay sip-notify
codec g711ulaw
no vad
end

StepC3: Record a prompt

o Go off-hook on any phone and dial 402 to trigger the prompt-management script
o The script will prompt for an extension/pin (followed by #). Use extension 201 and pin 789.
o Select option 2 to Administer Custom Prompt.
o Press 1 to record a new prompt.
o After recording the prompt, press 1 to save the prompt before terminating the call.
o The prompts recorded are in the format below

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If you recorded the prompt using “Sound Recorder” tool, to upload the prompt, click on the Browse
button next to the menu prompt.

If you recorded the prompt using “Prompt Management”, then you need to first refresh the voice window.
You can refresh the voice window either by hitting the refresh icon on top left corner. Or you can close
and re-launch the voice window. Once the window is refreshed, you can select the prompt from the
“Menu Prompt” pull-down menu.

To verify the functionality try calling the your AA number from PSTN 4085xx1200 and make sure
you hear the prompt recorded earlier.

Note: If you do not hear the prompt, you may need to remove access-list from the CUE
interface. The CLI for removing the access-list is listed below:

config t
interface Integrated-Service-Engine0/0
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 no ip access-group 100 in
end

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