CAPPS v8.0 Passed – Have Some Notes

So I should have posted these a while ago when I finished by CCNP Voice but better late than never here are some notes on the CAPPS 8.0 subject material.


Test blueprint (CCO Required)

Cisco Unity Connect – ~20k users

Supports unified messaging (email, voicemail, fax via gui, tui, phone gui)


Single site deployment

~20k users

G.711 codec only


Centralized Multi-site

Cisco Unity Connection / WAN need to be highly reliable

Cisco SRSV offers VMX to branch during IP failure

G.729 calls over the wan require traffic evaluation, CAC, transcoders


Decentralized multisite

Each site has its own CUCM / Unity Connection

Digital networking connects the Unity Connection Clusters.

Messages are sent to remote users via G.729 over the WAN


VPIM connects Unity Connection to Unity / Unity Express

Cisco Unified Messaging Gateways (ISR) increase the scalability and manageability for large voice mail deployments.


Unity Connection Integration Options



SIP / PIMG / TIMG (IP Media Gateway)


Media Flows into Unity Connection

Direct calls

Forwarded calls CFNA

Message notification to phone, email, pagers



CUC Admin


CUC Administration

Cisco Unified Serviceability

Cisco OS Admin

CUC Serviceability



Templates do not retro-actively update users, only new users crated


CUC users RTMT which can show port usages, performance, tools etc.


Voicemail Access Types


IP Phone

PSTN Phone


IMAP client

Cisco Voice View Express

Cisco Unity Connection Inbox

Message Notification

Phone / Pager



VM Pilot / Hunt Pilot used for access to the System.

VM traffic can be secured

SCCP uses port 2000 (non-secure) or 2448


CUCM Config (SCCP)

VM Profile -> VM Pilot -> Hunt Pilot -> Hunt List -> Line Group -> VM Port X – Z


CUC Config

Phone System -> Cisco Unified CM -> Port Group -> Ports -> Port X – Z

-> MWI -> On / Off Number

CUCM Config (SIP)

5060 / 5061 (secure)

No MWI number needed

VM Profile -> VM Pilot -> Route Pattern -> SIP Trunk


CUC Config

Phone System -> Cisco Unified CM -> Port Group -> Ports -> Port X – Z


PIMG (PBX IP Media Gateway) – Used to connect legacy PBX to Unity Connection via SIP


CUC can access email / calendar via IMAP to exchange


User Creation options






COBRAS used to migrate from Unity 5x to CUC 8.0

Notification calls ask for PIN.

Restriction tables define the calling rights


Call Handler – Used to allow users to self-route through the system.

System Call Handler

Directory Handler

Interview Handler


CUC Dial Plan

By Default all users are in the same default partition / with default search space

A search space includes partitions


Class of Service in CUC


Message Length

Greetings Length

Name Recording Length



Cisco Unified PC

Personal Transfer Rules


Distribution Lists

Restriction tables



300 vs 20k

Router Based vs Linux Server

No Redundancy / Yes active / active

Digital Networking No / Yes

VPIM Yes / Yes


Sizing considerations for CUC

~20 – 30 min of voicemail per user

Half as many connections when using iLBC of G.722


Max of Two servers are supported in a cluster.

One server is the Publisher

Second is the Subscriber


As many as 20 cluster pairs (40 servers) ~100k users globally in the directory, networked together. Objects are locally administered then it replicates out to remote server.


VPIM based on SMTP, with MIME protocols.

Licensed feature, as many as 10 locations or systems supported.

Max of 100k VPIM contacts supported.


Unity Express

SMB market for as many as 300 VMX users / 32 voice ports.

Voicemail, auto attendant, IVR.


Unity Express can serve as backup to CUC.

Cisco SRSV is used for backup during wan outage, similar to SRST.


Unity Express can be networked and managed centrally managed.

Uses Cisco Unified Messaging Gateway (similar to H323 Gatekeeper)



CUCM with Unity Connection in one box

500 Phones / users supported

No redundancy / high availability


For 10k users at 4% we’ll need 24kbps * 400 users.


SRST Call-manager-fallback







Voicemail port usage


Message Notification

Answer Calls

TRAP – Telephone Record and Playback (call recording)


RTMT will show you real time port status information


Call routing behavior in CUC is top down rule processing.


Three Call Handler Types:

System Call Handler


Opening Greeting


Directory Handler

Lookup people in the VM system

Interview Handler

People respond to questions and that input is sent to a mailbox

Up to 20 questions


Alternate extensions are useful for AAR when the E.164 number is sent.


12MB is about 200min of G729 and 20 min G711

13MB can’t send VM

14MB can’t receive VM

15 days by default messages will be removed



Common CUC problems

Reorder tone

Bad hunt pilot / CSS settings in CUCM

Forwarding doesn’t work

Voicemail checkbox not set on phone, bad forwarding CSS

FAC / CMC could be blocking calls

Can’t login to mailbox

Called in via unknown phone / alternate extension

Wrong number transmitted  + might not be recognized

Wrong PIN

DTMF tones are not transmitted

Account might be locked out.

MWI issues

MWI might have wrong CSS

Configured wrong in CUC

MWI not enabled

User might not have MWI

Can run MWI re-sync

Callers receive the wrong greeting

Call routing rule might be wrong

Can look at the port monitor to see if it’s hitting the right box

Unknown callers are offered the ability to login

Rules are a positive match, top down processed.

Instead of X use * or ? For wildcards


Callers can’t leave voice message

Mailbox / DB issues

Mailbox quota exceeded

Call handler issue

CSS on voice-mail ports, without CoS the voice mail ports can’t transfer calls.

Search space could be wrong

Verify questions are active and recorded for interview handler

Without recordings the goodbye call handler is used

Call routing errors

Wrong greetings play in SRST / AAR mode.

AAR CSS could be missing

Alternate extensions for full PSNT numbers might be missing.

Redirecting Number IE Delivery – outbound / inbound need to be enabled

Additionally under the PRI signally channel enable isdn outgoing display-ie


RTMT port monitor to see real time port activity

RTMT Alerts can be setup to let us know something in amiss in CUC

Tools reports can be used to generate system reports about CUC


When MWI does not turn on or off

Run check telephony config test

Confirm some ports are assigned to MWI

Port group is enabled for MWI

Ensure user is enabled for MWI

Ensure the user is assigned to the right phone system.

Enable CUC traces


MWI delay

Make sure you have enough MWI ports

MWI is being synchronized for a phone system this will slow CUC down.

If multiple port groups make sure they are setup correctly


Now Message count is given via TUI

Message counts have not been enabled for new messages

Messages counts have not been enabled for the type of new message that is in the new user mailbox

MSWI is working either way

Change Playback message settings for the user

Voice Message Counts


Macro Traces

CUC Serviceability, macro tracing

MWI traces


Cisco Unity Express

Runs on the ISR

For small medium branch environment

Local storage processing


CUCx 8

Improved GUID

Scheduled online backups without stopping normal operations

XML interface API

TUI managed auto attendant flows

Support for new SM module

No support for AIM-CUE,NM-CUE, NM-CUE-EC

IMAP support on iPhone


Unity Express con go online without any post-install configuration

System can boot after the “no response” timeout in post-install script

120 seconds

Primary NTP set to router

TZ set to GMT

DNS not configured

Call agent set to local CUCM


User Access


Voice View on phone

GUI web page


A personal mailbox


Standard VM features

Recorded greetings

Directing calls to voice mail

GDM (General Delivery Mailbox) for a group of subscribers


CUCx – Auto Attendant

Dial-by-name, dial-by-extension, return to operator

No need for operator assistance

Custom auto-attendant with CUCx Editor

Multilevel auto-attendant feature with up to 4 flows

Greeting management via phone.


CUCx – Script editor

CUCx – Supports Schedules

Integrated Messaging – Allows CUCx access to VM via outlook, outlook express, lotus notes

Depending on the SRE module determines number of sessions


Public DL – up to 15

Private DL – Up to 5

Broadcast messages are similar to a DL but the message is delivered to users as a top priority



Triggered for urgent or new

Message Notification can be sent to multiple simultaneous destinations. – Up to 4 Telephone and 2 Txt

Optional message notification cascading

Page Jane, then wait 10 min, then send Joe an Email

Notification cascading stops when the message is saved or deleted.


Notifications for scheduled backups

Create schedule and define voice and text notifications

Email, e-page, voicemail

Settings are defined for each backup

Not the user account

Notifications generated based on status

Success / fail with details


CUCx can be used by CME, CUCM, SRST

CUCx is tied to CUCM / CME via SIP

AvT – Auto-attendant via TUI


CUCx Deployment Models


Ideal for branch / SMB

Multisite WAN with centralized messaging

Ideal with small number of users at each remote site

Multisite WAN with distributed messaging

UMG (optional) to tie messaging together

Efficient network of CUCx across different locations

Cisco Unified Messaging Gateway (UMG)

Acts as a central hub for cisco voice / um solution

Provides a method of intelligently routing messages

Exchange subscriber / directory information

Connects with other CUC / CUCx gateways via VPIM

Spoken name directory lookup

Extension / location ID lookup

Centralized system wide DL

Simplified configuration tasks by create a start topology instead of a fully meshed VPIM

Meshed UM solution scales up to 500,000 users.


CUCx to ISR Setup

Routing / IP setup

IP addressing for CUCx HW Module

Needs a static or dynamic route to the CUCx module

GUI files installed in the router flash

SIP dial peers for directing calls into CUCx

MWI configuration


CUCx module shows up as interface Service-Engine x/y

SM needs to be on the same subnet as the host router


Service-engine 0/0

Ip address

Service-module ip address

Service-module default-gateway


Service-module service-engine 0/0 session – command used to access the CUCx CLI


Dial-peer voice 2500 voip

Destination-pattern 25..

Session protocol sipv2

Session target ipv4:

Dtmf-relay sip-notify

Codec  g711ulaw

No vad



Create two new ephone-dn

Specify the MWI on or MWI Off


Ephone-dn 18

Number 2599….

Mwi on

Ephone-dn 19

Number 2598….

Mwi off










Enable voicemail button on CME phones


Voicemail 2500

Ephone-dn 1

Number 1000

Call-forward busy 2500


3 MWI setup options

Outcall DN

Subscribe Notify

CME requests for updates for a specific extension

Unsolicited Notify

CUCx just tells CME to turn on the light for a specific extension


For SIP phones on CME

Voice register global

Voicemail 2500

Voice register dn 1

Call-forward b2bua busy 2500

Call-forward b2bua noan 2500 timeout 10


Voice register pool 1

Dtmf-relay rtp-nte



MWI-server ipv4:


Ephone-dn 20

Number 10101

Mwi sip


Transcoding is needed to convert from any codec to G711 for CUCx

Service-module service-engine 0/0 session (reload | reset | shutdown | status)


When logged into CUCx you can issue restore factory default command to reset.

CUE# offline

CUE# restore factory default


Software download (clean | upgrade | abort | server | status)

Software install (clean | downgrade| upgrade| server | status)

Show software (directory | download server | licenses | packages | versions)

License install URL

Show license


Ccn trigger sip phonenumber 2500

Application  “voicemail”


Maxsessions 6

End trigger


Ccn application ciscomwiapplication aa


Maxsession 4

Script “setmwi.aef”

Parameter “CallControlGroupID” “0”

Parameter “strMWI_OFF_DN” “2598”

Parameter “strMWI_ON_DN” “2599”

End application


If doing MWI via SIP

Ccn subsystem sip

Gateway address “”

Mwi sip {sub-notify | unsolicited}

Dtmf-relay rtp-nte

End subsystem


CUCx has a GUI


User ID 3 – 32 characters long

Random generated passwords are shown after the user is created so they can be captured and sent to the user.


Two mailbox types

Personal mailbox

GDM – General Delivery Mailbox

One or more people associated to it to access and retrieve the messages


Create users first, then create mailboxes

Create a group first then create the GDM mailbox

Voice Mail > VM Configuration

Configure applications settings (how long messages can be, prompt languages, business hours)

Max 25 Public DL – with 1000 members / owners across all public distribution lists

User owners tab to specify who has access to the DL, and who can send to it. Can be users / Group


Administration > Control Panel – Save configuration

NTP servers can be added.


Users can be importated from CUCM / CME

Max of 200 users to import


User login


Restriction tables are used to block / allow specific call patterns

Local broadcast is broadcast to local CUCx server only


Cisco Voice View

Max 32 sessions with CUCx


VoiceMail > VoiceView > Express Service

Specify Timeout system wide

Enable VoiceView Express



Url authentication http://cue-ip/voiceview/authentication/

Url service http://cue-ip/voiceview/common/


Voicemail > Voiceview > sessions

Can drop sessions from CUCx admin


Integrated messaging

MS outlook, 2007, 2003, 2002, 2000

OE 6

Lotus Notes


Disabled by default

CUCx does not support the ability to create / send / reply to VM from the email client

A Mailbox Full notification occurs when the capacity exceed 97%


Voicemail is downloaded as an attachment. SSL / Non-SSL supported


Voice Mail > Integrated Messaging

Up to 50 sessions

SSL / Non / Mixed

Timeout Period

Disable / Enable -> needs a restart


IMAP must be enabled for users / groups

Check vm-imap check box


Max of 16 scripts

Cisco Unity Express editor for PC or the online via the GUI


Default system auto attendant cannot be downloaded, uploaded, or deleted.

Can be de-activated

Max six sessions


1MB file size limit on prompts

G711 u-law 8Khz, 8bit mono


Troubleshooting CUCx


Show call history voice compact

Debug ccsip calls / messages


Log and trace for CUCx is done from IOS



Show ccn application

Show ccn prompts

Show ccn scripts

Show ntp config

Show users

Show groups

Show voicemail detail mailbox owernerid

Show voicemail mailboxes orphaned

Show running


Show errors


Four Logging levels

Info, Warning, Error, Fatal


Recommended to move logs to an external Syslog server

Show log name <filename.log> (paged | tail)


Tracing = debug

Show trace – output to trace buffer or atrace.log file

No trace all- turns off trace

Trace files can by copied to FTP server


Show trace buffer (containing | long | short | tail)


GUI Trace

Administration > Traces

Reports can be useful to see overall system state.

Real Time reports, incoming calls, rejected calls, invoked applications


Voice Mail > MWI > Refresh

Refresh all or Selected


Trace voicemail vxml – shows TUI input as well as menus and prompts



Max 10 CUC servers per Cisco Unity Connection Site.

A cluster pair counts as one location

Locations exchange directory sync information and messages with each other via SMTP

Only one inter-site link supported per site

Max of 20 CUC servers


Each VPIM server is defined as a location

A delivery location provides unique directory numbers across multiple servers using email addressing: localDN@locaion

Different locations can use overlapping directory numbers


Before setting up VPIM

Review Number plan

Determine whether E164 prefixes are required for the VPIM locations

Assign unique Dial IDs (location IDs)

Use a different number range for dialid than for extensions

Fixed length for Dial IDs, if possible, fixed length for extensions

Assign dial ids that have at least 3 digits

Use area codes


Example Branch with area code 408 is identified as 408

Branch extension is 1000 and ID’d as 4081000

Different site with ID of 303 could be 3031000


Add new VPIM network location

By default no automatic directory updates occur for any VPIM location



CUCx – Network Locations

Max 100

Max 100 remote users / 20 depending on module

Must be added manually


CUC VPIM troubleshooting

MTA trace

VPIM Messages

RTMT can be used to view the Trace files



Networking > VPIM

Enables VPIM trace, viable from IOS



Standards based SIP / SIMPLE / XMPP – aggregator / distributor


CTIQBE – Computer Telephony Integration Quick Buffering Encoding

CUPS operates in 3 modes

CUCM Mode – 15k users

MS OCS / LCS Interoperability – 20k users

SIP Proxy Mode – 1,100 transactions per second


Group Chat

Permanent chat

Support federated links

Compliancy and archiving

Escalate to collaboration


Two CUPC Modes

Desktop mode

Softphone mode


CUPS integrates with Exchange to pull calendar information  for availability status


CUPC softphone mode registers as a SIP CSF device


Up to Six servers per cluster 1 publisher

Two servers per sub cluster


Postgres SQL is the only support DB type for compliance logging

Max DB size – unlimited

Max Table size 32GB

Max indexes – unlimited


Cluster over WAN not supported for CUPS

15k users per cluster


System > service parameters

Permanent link to this article:

Leave a Reply