Troubleshooting Cisco UE Automated Attendant
This chapter covers the following topics:
- Troubleshooting problems that may occur with a customized automated attendant (AA)
- Tracing a call flow through AA from call arrival at the AA pilot number to the call's transfer to the destination extension
This chapter discusses how to troubleshoot operational and runtime issues with developing and deploying the Cisco Unity Express (UE) customized automated attendant (AA) application.
Chapter 3, "Cisco IPC Express Architecture Overview," provides an overview of the Cisco UE AA and voice mail system components and architecture. As such, it is a good foundation for the topics discussed in this chapter. A key software component of Cisco UE is the Customer Response Solutions (CRS) software. CRS is the infrastructure leveraged by all other Cisco UE applications, including the AA. CRS is also the component used to implement the customized AA applications.
Troubleshooting a Customized AA |
Part I: Cisco IP Communications Express Overview
Introducing Cisco IPC Express
- Introducing Cisco IPC Express
- The Purpose of Cisco IPC Express
- Benefits of Cisco IPC Express
- Cisco IPC Express System Components
- Using Cisco IPC Express in Retail, Financial, and Healthcare Businesses
- Other Cisco IP Telephony Solutions for the Enterprise Branch and Small and Medium Offices
- Summary
Building a Cisco IPC Express Network
- Building a Cisco IPC Express Network
- IP Telephony Network Deployment Overview
- Cisco IP Telephony System Trade-Offs
- Understanding Cisco IPC Express Deployment Models
- Summary
Cisco IPC Express Architecture Overview
- Cisco IPC Express Architecture Overview
- Cisco IPC Express System Architecture
- Cisco CME Architecture
- Cisco UE Applications Architecture
- Summary
- Recommended Reading
Part II: Feature Operation and Applications
Cisco IP Phone Options
- Cisco IP Phone Options
- The Cisco 7940G and 7960G IP Phones
- The Cisco 7914 Expansion Module
- The Cisco 7910G IP Phone
- The Cisco 7905G and 7912G IP Phones
- The Cisco 7970G IP Phone
- The Cisco 7902G IP Phone
- The Cisco 7935 and 7936 IP Conference Station
- The Cisco 7920 Wireless IP Phone
- The Cisco Analog Telephony Adaptor
- The Cisco IP Communicator Softphone
- Firmware Files for IP Phones
- Resetting and Restarting the Phones
- Erasing the Phone Configuration
- Accessing Call Parameters for an Active Call
- Summary
Cisco CME Call Processing Features
- Cisco CME Call Processing Features
- IP Phones and IP Phone Lines
- Implementing Shared Lines and Hunt Groups
- Creating an Intercom
- Using Private Lines
- Paging
- Implementing Overlays
- Invoking Call Pickup
- Customizing Softkeys
- Configuring Call Transfer and Forward
- Summary
Cisco CME PSTN Connectivity Options
- Cisco CME PSTN Connectivity Options
- Trunk Signaling Systems
- Cisco IOS PSTN Telephony Interfaces
- PSTN Call Switching
- Digit Manipulation
- PSTN Trunk Failover
- Summary
Connecting Multiple Cisco CMEs with VoIP
- Connecting Multiple Cisco CMEs with VoIP
- Considerations When Integrating Cisco CME in H.323 and SIP VoIP Networks
- Integrating Cisco CME in an H.323 Network
- DTMF Relay for H.323
- Call Transfer and Call Forwarding in an H.323 Network Using H.450 Services
- Integrating Cisco CME in a SIP Network
- Summary
Integrating Cisco CME with Cisco CallManager
- Integrating Cisco CME with Cisco CallManager
- Goals of Interoperability
- Basic Calls Between Cisco CallManager and Cisco CME
- Call Transfer
- Call Forwarding
- Connected Party Name and Number Services
- Using H.450.x Tandem IP-to-IP Gateway
- Summary
Cisco IPC Express Automated Attendant Options
- Cisco IPC Express Automated Attendant Options
- Using an Automated Attendant or a Receptionist in Your Office
- Understanding the Cisco IPC Express Integrated Automated Attendant
- The Cisco UE System AA
- Customizing the Cisco UE AA
- The Cisco UE Greeting Management System
- Setting Up a Cisco UE Automated Attendant
- TCL-Based Automated Attendant
- Summary
Cisco IPC Express Integrated Voice Mail
- Cisco IPC Express Integrated Voice Mail
- Cisco UE Voice Mail Overview
- Subscriber Features
- Caller Features
- Administrator Features
- Call Redirection into Voice Mail
- Working with Users and Names
- Dial Plan Considerations
- Voice Mail Networking
- Voice Mail Deployment Considerations
- Summary
Cisco CME External Voice Mail Options
- Cisco CME External Voice Mail Options
- Cisco Unity Voice Mail
- Stonevoice Voice Mail
- Analog Voice Mail
- PSTN-Based Voice Mail
- Summary
Additional External Applications with Cisco CME
- Additional External Applications with Cisco CME
- TAPI and XML Application Architecture
- TAPI Applications
- Extensive Markup Language Applications
- Summary
Part III: Administration and Management
Cisco IPC Express General Administration and Initial System Setup
- Cisco IPC Express General Administration and Initial System Setup
- Administrative Access Overview
- System Installation and Initial Setup
- Cisco CME GUI Customization Via XML
- Cisco Zero Touch Deployment
- Summary
Configuring and Managing Cisco IPC Express Systems
- Configuring and Managing Cisco IPC Express Systems
- Cisco IPC Express System GUI Overview
- Configuring the Router
- Configuring IP Phones and Extensions
- Configuring PSTN Interfaces
- Configuring Extensions and the Dial Plan
- Configuring Cisco CME Call Processing Features
- Configuring the Cisco UE AA
- Configuring Cisco UE Voice Mail
- Configuring the AVT
- Configuring Cisco UE Backup and Restore
- Configuring Interconnection with Other Sites
- Security Best Practices for Cisco CME
- Security Best Practices for Cisco UE
- Configuring and Monitoring Via Network Management Systems Using the Cisco CME AXL/SOAP Interface
- Monitoring Cisco IPC Express
- Managing Cisco IPC Express Systems by Managed Services and Enterprises
- Cisco Voice Network Management Solutions
- Managing Cisco IPC Express with Cisco Partner Applications
- Summary
Cisco IPC Express System Configuration Example
- Cisco IPC Express System Configuration Example
- Step 1: Planning and Offline Staging
- Step 2: Basic Router Setup
- Step 3: Initial Cisco CME System Setup
- Step 4: Configuring Extensions and Phones
- Step 5: Configuring the PSTN Interface
- Step 6: Configuring Cisco UE AA and Voice Mail
- Step 7: Configuring Cisco CME Call Processing Features
- Step 8: Interconnecting Multiple Cisco IPC Express Systems
- Sample System Configurations
- Summary
Part IV: Maintenance and Troubleshooting
Troubleshooting Basic Cisco IPC Express Features
- Troubleshooting Basic Cisco IPC Express Features
- Troubleshooting Phone Registration
- Understanding SCCP and Call Flow Debugging
- Troubleshooting the Cisco IPC Express GUI
- Summary
Troubleshooting Advanced Cisco CME Features
- Troubleshooting Advanced Cisco CME Features
- Dialplan Pattern Configuration Problems
- Missing Transfer Patterns
- Conference Failures
- Unable to Hear Music on Hold
- Missing Directory Services Option
- Working with the Class of Restriction Feature
- Summary
Troubleshooting Cisco CME Network Integration
- Troubleshooting Cisco CME Network Integration
- Integrating Cisco CME with Cisco Unity Voice Mail
- A Cisco Unity System with a Network of Cisco CMEsCentralized Voice Mail Architecture
- Troubleshooting Call Transfers and Call Forwards
- Troubleshooting Transcoding
- Troubleshooting H.323 GK Integration
- Summary
Troubleshooting Cisco UE System Features
- Troubleshooting Cisco UE System Features
- General Troubleshooting Techniques
- Troubleshooting Installation Problems
- Troubleshooting Cisco UE Startup
- Troubleshooting the Initialization Wizard
- Troubleshooting Backup and Restore
- Summary
Troubleshooting Cisco UE Automated Attendant
- Troubleshooting Cisco UE Automated Attendant
- Troubleshooting a Customized AA
- Tracing a Call Flow in the AA
- Summary
Troubleshooting Cisco UE Integrated Voice Mail Features
- Troubleshooting Cisco UE Integrated Voice Mail Features
- Common Voice Mail show Commands
- Troubleshooting Mailbox GUI Configuration Problems
- Troubleshooting Cisco CME and Cisco UE Integration
- Troubleshooting the TUI and VXML Browser
- Troubleshooting the Database, LDAP, and Mailbox Activities
- Troubleshooting the Message Waiting Indicator
- Troubleshooting Voice Mail VPIM Networking
- Summary
Part V: Appendixes
Appendix A. Cisco IPC Express Features, Releases, and Ordering Information
- Appendix A. Cisco IPC Express Features, Releases, and Ordering Information
- Cisco IPC Express Features and Releases
- Cisco IPC Express Ordering Information
Appendix B. Sample Cisco UE AA Scripts
- Appendix B. Sample Cisco UE AA Scripts
- The main.aef Script
- The dialbyname.aef Script
- The dialbyextension.aef Script
Appendix C. Cisco Unity Express Database Schema
- Appendix C. Cisco Unity Express Database Schema
- Table vm_bcst_heard
- Table vm_greeting
- Table vm_job
- Table vm_mailbox
- Table vm_mbxusers
- Table vm_message
- Table vm_usermsg
Index
EAN: 2147483647
Pages: 236
