CCNA Collaboration – Notes, Chapter 14

Communications Manager IM and Presence

CM-IMP Features and Architecture

  • Extends presence capabilities of CUCM beyond onhook/offhook
  • Show availability over instant messaging
    • Available, busy, away, etc.
    • Can be based on calendar availability
  • IM capability is available internally and externally (federated contacts)
    • Includes, group chat, persistent chat
    • Compliance – IM Logging and History

CM-IMP is tightly integrated with CUCM. CUCM provides call control and native presence signaling (on/off hook). 

CM-IMP provides central spot for user capabilities and status using standards based signaling.

SIMPLE – SIP for Instant Messaging and Presence Leveraging Extensions

XMPP – Extensible Messaging and Presence Protocol – Provides generic presence and federation functionaility

SOAP – Simple Object Access Protocol – access to CUCM database via XML and Jabber configuration profiles

CTIQBE – Computer Telephone Integration Quick Buffer Encoding – Remote control with MS Communictor

Jabber XCP – Provides presence, IM, contacts, messaging, call routing and policy + federation


Application interface where users can make/receive voice or video calls and instant message contacts and visually see voicemail. Presence is shown for contacts in the Jabber application. Chat is enabled using EXP (Extensible Communications Platform) using XMPP as the protocol

Jabber Operating Modes

Deskphone: Jabber controls the users desk phone to make/receive calls. The IP Phone must be registered with CUCM and associated to the user. Jabber communicates with the phone using CTIQBE – Computer Telephone Integration Quick Buffer Encoding.

Deskphone Call Flow: CTIQBE controls IP Phone from jabber client. XMPP is used for chat, all IM’s sent to CM-IMP

Softphone: Jabber registers to CUCM as a SIP device using a softphone based on CSF – Client Services Framework. CSF devices are created in CUCM

Softphone Call Flow: SIP signaling, registered with CUCM as CSF device. Downloads config from CUCM (DN, partitions, CSS, device pool). XMPP is used for chat, all IM’s sent to CM-IMP

Jabber - ability to change between softphone and deskphone modes

Jabber – ability to change between softphone and deskphone modes

Instant Messaging

Jabber provides TLS-secured chat and group chat.

Persistent chat – requires external database to store chat rooms and conversations – PostgreSQL via ODBC (Open Database Connectivity)

CM-IMP delivers messages to all logged-in devices of the user (IM Forking). When the user replies on a device, the next messages are only sent to that device used for the initial reply. Backwards compatibility for SIP-only presence clients is provided through an IM Gateway.

Voice Calls

sRTP – Secure Real Time Protocol is supported

SRST is supported in softphone mode with configuration on CUCM/CSF

Codecs support for softphone mode

  • G.711
  • G.722
  • G.729

Video Calls

Deskphone – Uses CAST (Cisco Audio Session Tunnel) and CDP to communicate between phone and jabber application. Deskphone must be enabled for video.

Softphone – Jabber uses CSF devices, enabled for video by default



  • Provide visual voicemail
  • control mailboxes, listen, send and delete messages
  • Communication with mailbox – IMAP (Internet Message Access Protocol)
    • Requires voicemail profile to be configured in CM-IMP


  • Click to call – Outlook
  • presence based on calendar availability
    • OWA, WebDAV interface
  • Use SIP for integration
  • Exchange Communication
    • Web Access


  • Credential and synchronize presence with outlook and exchange calendar


  • Escalate call to a conference
  • Communicates via HTTP or HTTPS, flash media


    CSF – Client Services Framework

    Foundation for all UC client software. Extends functionality of Outlook and Webex Connect.

    Core functionality – Voice and Video, secure communication with CUCM and communication with CM-IMP servers

    Only one CSF device can be installed on a PC at a time

    QOS Considerations

    Jabber marks traffic outbound from computer.


    Note: I did not have enough system resources to setup CM-IMP, I’ll share the steps needed to do each step, but no screenshots will be shared.

    End Users in CUCM

    1. Configure end user in CUCM
      1. Assign IM and Presence capabilities
      2. Enable CTI control
        1. CTI Allow Control – 69xx series phones
        2. CTI Allow Control of Phones Supporting Connected Xfer and conf – 89xx,99xx
    2. Associate DN with end user in CUCM
    3. Create CSF Device
    4. Associate CSF device to end user in CUCM

    Enabling End Users for Jabber

    CUCM Configuration Steps

    1. Access Voicemail
      1. Define mailstore in CUCM – User Management > User Settings > UC Service
      2. Define voicemail server
        1. UC Service, add new, Unity Connection
    2. Allow Deskphone Control
      1. UC Services page, add new
      2. Select CTI
    3. LDAP Directory
      1. UC Service, add new
      2. LDAP
    4. Define Presence
      1. UC Service, add new
      2. Select IM and Presence
    5. Create Service Profile
      1. User Management > User Settings > Service Profile, add new
      2. Name and desc
      3. Default or not for users on system
      4. Select voicemail, mailstore, directory, IM+P, and CTI profiles for UC Services
    6. CUCM Presence Signaling with CM-IMP
      1. Configure SIP trunk security profile – CM Administration > System > Security > SIP Trunk Security Profile
        1. Non Secure SIP trunk profile
        2. Transport – TCP+UDP
        3. Accept Presence Subscription, Accept Out-of-Dialog REFER, accept Unsolicited Notification, Accept Replaces Header
      2. Create SIP trunk – Device > Trunk
      3. Configure SIP PUBLISH on CM-IMP
        1. Presence > Settings

    CCNA Collaboration – Notes, Chapter 13

    Cisco Unity Connection, Voice Messaging

    Cisco Unity Connection (CUC) is a full featured voice messaging, auto-attendant and voice recognition system. CUC can support 20,000 mailboxes on a single cluster. Built in IMAP server allows email access to voice messages. Data and message store database are local to the server using Informix Database Service application.

    CUC is installed as a VM guest on supported hardware. CUC 10.x is linux based OS.

    CUC supports integrations with traditional PBX systems that support native IP or digital TDM circuit that can be connected via PBX IP Media Gateway (PIMG) or T1 IP Media Gateway (TIMG).

    Users can be added manually, with BAT (CSV, imported from CUCM using Administrative XML Web Service (AXL) or synced directly from LDAP.

    CUC integrates with MSoft Exchange using Web-Based Distributed Authoring and Versioning (WebDAV) providing calendar and journal information for integrations with MeetingPlace.

    CUC provides traditional Telephone User Interface (TUI) for interaction with DTMF and Voice User Interface (VUI) for handsfree interaction and IP Phone View (Visual Voicemail).

    CUC can be setup as redundant active/active pairs


    CUCM and CME are supported using SCCP or SIP

    Voicemail Port Wizard in CUCM simplifies integration with CUC. The system generates voicemail ports in CUCM and adds them to a Line Group. Admins must manually configure the Hunt List and Hunt Pilot to support the Line Group.

    The Hunt Pilot is referenced by the voicemail pilot

    SCCP Integration with CUCM

    • Voicemail Profile
    • Voicemail Pilot
    • Hunt Pilot
    • Hunt List
    • Line Group
    • Voicemail Port 1 – X

    In SCCP integrations the MWI (Message Waiting Indicator) is a unique DN for on and off. The DN’s must match in CUCM and CUC.

    SIP Integration with CUCM

    Instead of a Hunt Pilot and Voicemail Pilot, SIP points to a route pattern which points to a SIP trunk.

    • Voicemail Profile
    • Voicemail Pilot
    • Route Pattern
    • SIP Trunk

    SIP is able to handle MWI within it’s signaling

    CUC Features

    General Configuration – System timezone, language, max greeting length


    • Audio Text Admin – Manage call handlers, directory handlers and interview handlers
    • Audit Admin – Enable/disable application and database auditing, config audit settings, view or delete audit logs
    • Greeting Admin 
    • Help Desk admin – Reset user pins, unlock accounts and view user settings
    • Mailbox Access Delegate – Access to all messages, access on behalf of users
    • Remote Admin – Allowed to use remote tools
    • System Admin – Top level admin role
    • Technician – Access to all functions that enable management of CUC and phone system integrations
    • User Admin – Manage user accounts

    Enterprise Parameters and Service Parameters

    • LDAP
    • Call Handlers
      • System Call Handlers – Greetings that can be customized to offer user input options and automation for playing different greeting depending on time of day
      • Directory Handler – Search CUC directory for a user they want to contact
      • Interview Handler – Record answers to questions
    • Call Routing
    • Direct Routing Rules
    • Forwarded Routing Rules
    • Distribution Lists
      • Send voice message to a group of users
    • Authentication Rules
    • Dial Plan
      • Concept of partitions and CSS

    Users and Mailboxes

    User Templates provide a way to create new user accounts. Template settings are applied as users are created. Changing the template does not go back and change existing users.

    2 default templates exist: administrators and users

    Template Basics:

    • Name – Name of the template
    • Phone – Dial plan, Class of Service and schedule
    • Location – Geographic location, language and timezone

    Class of Service (CoS), different than L2 QOS CoS, method of assigning and restricting user privileges. Unlimited CoS’s can be defined

    • Class of Service
      • Timers
        • Recorded Name Length
        • Greeting Length
        • Message Length
      • Features
        • IMAP
        • Unified Personal Communicator
        • Personal Call Transfer Rules
      • Restrictions
        • Distribution Lists
        • Restriction Tables

    End Users

    New end users require little configuration because of templates. Unique settings: alias, name, mailbox store, extension and alternate extensions

    Extension is required – should be primary users DN, it’s the caller ID CUC uses to determine the owner of the mailbox.

    WAN Failures – If the users access CUC over the WAN and its down, SRST using AAR can allow calls to CUC to be routed over the PSTN, the users 10 digit PSTN caller ID will not be recognized unless the alternate extension is entered.

    Voicemail Box- admin can choose to list a user in the directory, record the voice name and record a greeting

    Private Distribution Lists – Each user can create 99 private DLs with a max of 999 members. The DL is only visible to the user that created it and the administrator of CUC.

    Notification Devices – Users can be notified of a new message of up to 3 PSTN numbers and email

    User Creation

    • Manual
    • BAT
    • Migration from Unity
    • Import from CUCM over AXL
    • LDAP

    Voicemail Boxes

    Associated with each user. Held in the database and synced between the 2 CUC servers in the active/active redundant pair. Admins can set message aging policies and move read messages to deleted items after a specified number of days (disabled by default). Messages in the deleted folder are deleted after 15 days by default.

    Mailbox Size – Default 12MB, prevented from sending new messages at 13MB and cannot send or receive at 14MB.

    12MB is approx 200 minutes of G.729 or 25 minute of G.711


    CUCM and CUC Integration

    Start on CUCM

    Don't forget to add an External Number Mask, as I did

    Don’t forget to add an External Number Mask, as I did

    I ended up going back into the config and deleted 249 voicemail ports to make the config simpler 

    Create a new Hunt List

    Add Line Group that was created in the Voicemail Integration Wizard to the Hunt List

    Add Line Group that was created in the Voicemail Integration Wizard to the Hunt List

    Create DN’s for MWI for SCCP integration – Advanced Features > Voice Mail > Message Waiting

    Desc was changed to MWI On

    Desc was changed to MWI On

    Create Voicemail Pilot

    CUCM Config is complete for integration. Moving to CUC, services have already been enabled

    Clicked on default inside of Phone System, need to add a port group, choose in upper right corner

    Clicked on default inside of Phone System, need to add a port group, choose in upper right corner

    Add CUCM for AXL service for user data integration – Telephony Integration > Phone System

    0 is highest preference 

    0 is highest preference 

    Edit Port Group servers

    Do this if you have subscribers in the environment. My lab does not have any additional servers, so I will skip this step.

    Do this if you have subscribers in the environment. My lab does not have any additional servers, so I will skip this step.

    Config User Template

    Change authentication rules as needed. Web is for Jabber

    Change authentication rules as needed. Web is for Jabber

    Add a user manually

    CCNA Collaboration – Notes, Chapter 12

    Enabling Mobility Features in CUCM

    Mobility features allow users to interact with devices and applications no matter where they are. The intent is to extend users to use their enterprise phone number for both inbound and outbound calls seamlessly.

    Mobile Connect

    Mobile connect – Single Number Reach (SNR) allows the enterprise phone number to be a single number that will ring multiple other devices (cell phone, desk phone, etc.) This allows users to give out a single number that can reach the user regardless of location. If a user answers their enterprise phone from their cell phone they can move the call back to their desk phone or vice versa. If the call was answered on the desk phone, the mobility softkey can be pressed and the call seamlessly moved to the cell phone without dropping the call.

    Mobile Connect is configured using Remote Destination Profiles to configure a virtual phone that share configuration settings with the users primary IP phone. Up to 10 remote destinations can be configured per user.

    Access Lists can be configured (not related to router ACLs) to control which calls ring which rdp and time of day.

    Mobile Voice Access (MVA)

    MVA provides SNR consistency for outbound calls. Accessing CUCM from a cell the user can instruct CUCM to place a call as if it was from the users IP Phone. Users call into a specific PSTN DID to access the MVA service.

    Configuring Mobile Connect (SNR)

    1. Configure softkey template to add Mobility key
    2. Configure user accounts for mobility
    3. Configure phone to support mobility features
    4. Create remote destination profile and assign to user
    5. Add remote destinations to remote destination profile
    6. Configure ring schedules for remote destination
    7. Configure access list and apply to remote destination
    8. Configure service parameters

    Under the End User

    Under the End User

    Configure MVA

    1. Activate MVA service
    2. Configure Service Parameters
    3. Enable MVA for user
    4. Configure MVA media resources
    5. Configure MVA VXML application on Voice Gateway

    Output below borrowed from CCNA Collaboration CICD 210-060 Official Certification Guide

    ! Define the MVA Application and URL
     service mva
    dial-peer voice 50001 pots
    ! Associate the MVA application to this dial peer
     service mva
    ! Match the PSTN MVA access number to this inbound dial peer
     incoming called-number 4085555000
    dial-peer voice 50002 voip
    ! Match the PSTN MVA access number to this outbound dial peer
     destination-pattern 4085555000
    ! Identify the CUCM server running the MVA service VXML app referenced above
     session target ipv4:
     dtmf-relay h245-alphanumeric
    codec g711ulaw
     no vad