Cisco Unity Connection 7.1(1) Single Number Fax

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Cisco Unity Connection 7.1(1)

Single Number Fax

Srihari Gopalakrishnan

[email protected]


Single Number Fax - Overview

Single Number Fax is a combination of two features:

• Fax Detection IVR Application and

• Cisco Fax Server Integration

Fax Detection IVR Application: Fax detection supports the use of a single E.164 number for both voice mail and fax mail by providing the capability to detect through an interactive voice response interface whether an incoming call is voice or fax. It is implemented using TCL script loaded on IOS gateway.

Cisco Fax Server Integration: Cisco Unity Connection supports an integration with Cisco Fax Server version 9.0 or later, which allows users to receive faxes that are sent to their fax extension, forward faxes that they receive to a fax machine for printing, and forward faxes that they receive to another user.

* Please refer Cisco Fax Server Integration TOI for setup and troubleshooting details.


Fax Detection on IOS Gateway

Fax detection can be configured to use the distinctive fax calling tones (CNG), a manually dialed digit, or both to distinguish fax calls from voice calls. Fax detection supports the following modes of operation:

• Connection-First• Listen-First• Default-Voice• Default-Fax


Example Setup



Call flow for an incoming fax:

1. PSTN caller dials single number to send fax and for voice calls.

2. IOS Gateway with Fax Detect TCL script intercepts the call*.

3. If CNG tones are detected within 9 seconds, gateway falls back to T.38, routes fax call to Cisco Fax Server.

* Depends on the mode of operation



Call flow for an incoming voice call:

1. PSTN caller dials single number to send fax and for voice calls.

2. IOS Gateway with Fax Detect TCL script intercepts the call*.

3. If CNG tones are not detected within 9 seconds, gateway connects the call to CUCM using H.323 or SIP.

4. Voice call is answered by Auto Attendant in Cisco Unity Connection. Alternatively, calls can also be routed to an extension registered to CUCM*.

* It is recommended to use listen-first mode when voice calls are routed to a phone.


Fax Detection on IOS Gateway - Setup

Steps to configure IOS Gateway

1. Load the Fax Detection application on the On-Ramp Gateway - Load the TCL script to the flash.

ABI-MWI-Relay#sh flash:CompactFlash directory:File Length Name/status 1 25214 app_fax_detect.2.1.2.x.tcl 2 59867460 c2800nm-adventerprisek9_ivs-mz.124-24.0.TTEST3 [60308704 bytes used, 68141852 available, 128450556 total]125440K bytes of ATA CompactFlash (Read/Write)


Fax Detection on IOS Gateway - Setup

Steps to configure IOS Gateway Continued…

2. Configure the Fax Detection Application

Sample Configuration:

application service faxdetect flash:app_fax_detect.2.1.2.x.tcl param prompt flash:en_listen_first.au param voice-dtmf 1 param fax-prefix 9 param fax-dtmf 2 param mode listen-first


Fax Detection on IOS Gateway - Setup3. Configuring Dial-peers on the gatewayAt the minimum, configure one inbound pots dialpeer, one voip dialpeer for T.38 Fax Relay and one voip dialpeer for voice calls.

Sample Configuration:dial-peer voice 5002 pots Incoming POTS Dialpeer service faxdetect Associates the fax detect application with dialpeer incoming called-number 2.... direct-inward-dial port 0/0/1:23

dial-peer voice 66669 voip Outbound VoIP dialpeer for T.38 Fax Relay to CFS destination-pattern 92.... session target ipv4:10.4.21.89 incoming called-number 55555 dtmf-relay h245-signal codec g711ulaw fax-relay ecm disable fax rate 14400 fax protocol t38 ls-redundancy 0 hs-redundancy 0 fallback cisco!dial-peer voice 66668 voip Outbound VoIP dialpeer for voice calls to CUCM destination-pattern 2.... session target ipv4:10.4.21.13 dtmf-relay h245-alphanumeric codec g711ulaw


Cisco Fax Server Setup

Integrate Cisco Fax server with Cisco Unity Connection

Cisco Fax Server integration steps is same for Single Number Fax or not.

Configure the Cisco Fax Server – Brooktrout Board to accept incoming calls using H.323/SIP protocols.

Protocol Configuration under ‘IP Call Control Modules’ configuration should match with the configured dialpeer on IOS gateway. If IOS GW is configured for H.323 then the Call Control Module in Brooktrout Board should also be configured for H.323 protocol.


Cisco Fax Server Setup

Configuring Brooktrout SR140

Set the Fax ID for all channels.

Set the capability for all channels. Alternatively, capability for each channel can also be configured separately.

Configure the digits to be used for routing - Set the DID settings to the appropriate value to route incoming messages to Unity Connection subscribers.

Lastly Configure Brooktrout Board


Cisco Fax Server Setup (Cont)



Configuring SR140 Call Control Parameters and Modules

Set the IP Call Control Module to H.323 or SIP and select the appropriate IP interface if there are multiple interfaces.

Configure the ip address of the gateway along with the local ip address that was mentioned earlier.






Cisco Fax Server Setup – Integration with CUC

The earlier section described the configuration steps to integrate Cisco Fax Server with IOS gateway

Cisco Fax Server relays the received fax to Cisco Unity Connection using SMTP.

The steps to integrate Cisco Fax Server with Cisco Unity Connection are the same irrespective of the whether single number fax feature is being deployed or not.

If Single Number Fax feature is not deployed, the integration can be used to receive, print or forward faxes.


Cisco Fax Server Setup – Integration with CUC

Cisco Fax Server routes the incoming fax messages to Unity Connection.

Cisco Fax Server also routes the incoming SMTP message to a fax machine when Unity Connection subscriber chooses to print the fax.

Cisco Unity Connection interfaces with the Cisco Fax Server using the CFS Email Gateway.

Incoming faxes are routed to this Email Gateway to be delivered to subscribers in Cisco Unity Connection.


Cisco Fax Server Setup - Email Gateway Configuration

POP3 mail box name needs to match in CUC


Cisco Fax Server Setup - Email Gateway Configuration

The RightFax Email Gateway can either be accessed from Control Panel.

RightFax Email Gateway can also be configured by double clicking on the ‘Right Fax Email Gateway Module’ in the services pane of ‘Enterprise Fax manager’.

Create users in RightFax for each Unity Connection subscribe who will be receiving fax.

Ensure that the Email address and Routing Info field matches the SMTP address of the Unity Connection subscriber.


Fax Server Configuration on Unity Connection

Fax Server can be configured on Unity Connection from Admin System Settings Fax Server.

SMTP address mentioned in the Unity Connection needs to match the POP3 mailbox name in Cisco Fax Server.

Mention the IP Address of the Cisco Fax Server in the IP Address field.

Optionally the SMTP messages can be routed through a smart host to CFS.

Before enabling ‘Use SMTP Smart Host’, configure a SMTP Smart Host in the SMTP Configuration page.


Fax Server Configuration on Unity Connection


Subscriber Configuration

Configure the ‘Outgoing Fax Number’ and select the ‘Outgoing Fax Server’ in the User Basics page.

Subscriber can choose to print a received fax by pressing 8 or by saying ‘Fax’.

The fax messages can also be accessed using Outlook or other IMAP clients.

Fax cannot be printed or accessed from CPCA.

Add file extension to ‘Faxable File Type’ under advanced settings to render files.


Troubleshooting

Diagnostic trace files from Connection SMTP server and Connection Message Transfer Agent will be helpful.

The SMTP server and MTA trace files are located in /var/log/active/cuc. The filename format is diag_SMTP_xxxxxxxx.uc and diag_MTA_xxxxxxxx.uc

The trace files can be collected using RTMT Trace and Log central.

The trace files can also be viewed/collected using the CLI command: file view activelog cuc/diag_SMTP_xxxxxxxx.uc


Troubleshooting

Unable to receive fax messages from Cisco Fax Server Check the SMTP address configured on the Outgoing Fax Server. This SMTP address should match the POP3 account name configured on the Email Gateway on Cisco Fax Server.

If ‘Use smart host’ check is enabled, make sure that Cisco Unity Connection is configured in Smart Hosts page and SMTP messages can be received from the relay server.

Ensure that the Routing Info (under Inbound Routing Tab) configured on CFS for users is the SMTP address of the subscriber in Unity Connection.

MTA traces can be helpful to debug the above issue.


Example MTA traces

Troubleshooting Routing Info – SMTP Address mismatch04/29/2009 10:14:47.845 |16095,,,MTA,15,Thread=smtpDropNotification; class=com.cisco.unity.mta.CsUnitySmtpDropFolderNotification;SMTP Drop Folder Notification- Messages arrived|

04/29/2009 10:14:47.845 |16091,,,MTA,15,Thread=mtaIncomingMailHandler; class=com.cisco.unity.mta.CsUnityMtaIncomingMailDelivery;MTA Incoming messages Monitor: number of messages found =1|

04/29/2009 10:14:47.845 |16091,,,MTA,15,Thread=mtaIncomingMailHandler; class=com.cisco.unity.mta.CsUnityMta;Process Drop Folder Message File. File Name:/var/opt/cisco/connection/smtp/default/drop/csUnitySmtp-47-1241018087841|

04/29/2009 10:14:47.902 |16088,,,MTA,15,Thread=MtaMailDelivery-3; class=com.cisco.unity.mta.CsUnityMtaMessage;Resolve Message Recipient: [email protected] ndr reason: 0|

04/29/2009 10:14:48.017 |16088,,,MTA,15,Thread=MtaMailDelivery-3; class=com.cisco.unity.mta.CsUnityMtaDirectoryAccess;SMTP UnknownRecipientAction=SendNonDeliveryReceipt|


MTA traces cont…

04/29/2009 10:14:48.017 |16088,,,MTA,15,Thread=MtaMailDelivery-3; class=com.cisco.unity.mta.CsUnityMtaMessage;Added to Unresolved Recipient List: [email protected]|

04/29/2009 10:14:48.017 |16088,,,MTA,15,Thread=MtaMailDelivery-3; class=com.cisco.unity.mta.CsUnityMtaMessage;Original Recipient #1 of the [email protected] (Rfc822 MessageId=<[email protected]>)|

04/29/2009 10:14:48.020 |16088,,,MTA,15,Thread=MtaMailDelivery-3; class=com.cisco.unity.mta.CsUnityMtaDirectoryAccess;SMTP Address of Unaddressed [email protected]|

04/29/2009 10:14:48.020 |16088,,,MTA,15,Thread=MtaMailDelivery-3; class=com.cisco.unity.mta.CsUnityMtaMessageDelivery;Sender is Outside Caller. NDR will be sent to Unaddressable DL.|


Troubleshooting

Troubleshooting POP3 account name mismatch with configured SMTP address in Unity Connection.

04/29/2009 11:33:01.070 |16087,,,MTA,15,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.CsUnityMtaIncomingMessageHandler;Incoming SMTP: Start Message Delivery for fileName=/var/opt/cisco/connection/spool/UmssMtaQueue/csUnitySmtp-50-1241022781061.smtp|

04/29/2009 11:33:01.073 |16087,,,MTA,14,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.CsUnityMtaMessageDelivery;Message File=/var/opt/cisco/connection/spool/UmssMtaQueue/csUnitySmtp-50-1241022781061.smtp has Rfc822 MessageId=<[email protected]> Sender=RightFax E-mail Gateway <[email protected]>|

04/29/2009 11:33:01.092 |16087,,,MTA,15,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.CsUnityMtaMessage;validateSenderIsSubscriber: localPart=fax, domainPart=abi-rightfax.abi.com, localDomain=abi-unitycon.connection.com|


Troubleshooting04/29/2009 11:33:01.097 |16087,,,MTA,12,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.CsUnityMtaDirectoryAccess;Subscriber not found in Unity Directory. Email:[email protected]|

04/29/2009 11:33:01.097 |16087,,,MTA,12,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.CsUnityMtaMessageDelivery;Error resolving sender in Unity Directory. Sender=RightFax E-mail Gateway <[email protected]>, FilePath=/var/opt/cisco/connection/spool/UmssMtaQueue/csUnitySmtp-50-1241022781061.smtp|

04/29/2009 11:33:01.098 |16087,,,MTA,15,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.helper.CsUnityMtaMessageHandler;Message delivery Status!! File=/var/opt/cisco/connection/spool/UmssMtaQueue/csUnitySmtp-50-1241022781061.smtp; Status=104; retry Count=0|

04/29/2009 11:33:01.098 |16087,,,MTA,12,Thread=MtaMailDelivery-2; class=com.cisco.unity.mta.CsUnityMta;Message could not be delivered due to (Sender could not be resolved in the Directory). Moving message file to MTA badmail folder. Delivery Status=104 File Name=/var/opt/cisco/connection/spool/UmssMtaQueue/csUnitySmtp-50-1241022781061.smtp|


Using RightFax FaxUtil RightFax FaxUtil is a fax document management application that is installed as part of CFS.

FaxUtil application can be used to send new fax messages to Unity Connection.

To troubleshoot end-to end, send a test fax without the FaxDetect script on the IOS GW.

Using FaxUtil verify that the fax message is available in the CFS user mailbox.

Use FaxUtil to send a test fax message to Unity Connection subscriber.

Verify that the fax message can be successfully sent to Unity Connection subscriber through the Email Gateway.

Based on the error message collect the log files from the appropriate module.

To collect logs for Email gateway, stop the service and issue the command: smtpgateway -d -1 -sgatewayn where n is the gateway number. Note that you have to issue the command after you go to Rightfax\Gateway.


Screenshot of FaxUtil


Troubleshooting FaxDetect Application

Verify that a test fax message can be sent without the Fax Detect application.

Verify that voice calls are successfully established without the Fax Detect application.

Enable Fax Detect and make sure that the dialpeer with service configured is used as the incoming dialpeer by turning on ‘debug voice dialpeer’.

Issue the command ‘debug voip application script’ to display debug information from the fax detection script.


Sample ‘debug voip application script’ output for a fax call

*Apr 29 18:25:38.674: //73//TCL :/tcl_PutsObjCmd: [Call 73] Setting-up incoming call (Script version: fax_detect_2.1.2.0.tcl February 1st 2001)*Apr 29 18:25:38.674: //73//TCL :/tcl_PutsObjCmd: [Call 73] CLI parameters: mode=listen-first*Apr 29 18:25:38.674: //73//TCL :/tcl_PutsObjCmd: prompt=flash:en_listen_first.au*Apr 29 18:25:38.674: //73//TCL :/tcl_PutsObjCmd: x-account-id method=none*Apr 29 18:25:38.674: //73//TCL :/tcl_PutsObjCmd: [Call 73] Start PROMPT: flash:en_listen_first.au*Apr 29 18:25:38.678: //73//TCL :/tcl_PutsObjCmd: [Call 73] Start CNG detection*Apr 29 18:25:38.678: //73//TCL :/tcl_PutsObjCmd: [Call 73] Start TIMER for 9 seconds*Apr 29 18:25:38.682: //73//TCL :/tcl_PutsObjCmd: [Call 73] Start DTMF-DETECTION*Apr 29 18:25:38.682: CNG tone sent*Apr 29 18:25:40.490: //73//TCL :/tcl_PutsObjCmd: [Call 73] A CNG tone was detected!*Apr 29 18:25:40.490: //73//TCL :/tcl_PutsObjCmd: [Call 73] Setting-up a FAX call*Apr 29 18:25:40.490: //73//TCL :/tcl_PutsObjCmd: [Call 73] Stop CNG detection*Apr 29 18:25:40.490: CNG tone stop*Apr 29 18:25:40.490: //73//TCL :/tcl_PutsObjCmd: [Call 73] x-account-id method: none*Apr 29 18:25:40.490: //73//TCL :/tcl_PutsObjCmd: [Call 73] Setting X-account-id to *Apr 29 18:25:40.490: //73//TCL :/tcl_PutsObjCmd: (empty)*Apr 29 18:25:40.494: //73//TCL :/tcl_PutsObjCmd: Accounting method is fax*Apr 29 18:25:40.494: //73//TCL :/tcl_PutsObjCmd: [Call 73] mailtoAddress: 20010*Apr 29 18:25:40.494: //73//TCL :/tcl_PutsObjCmd: [Call 73] Calling FAX number: 20010*Apr 29 18:25:40.494: //73//TCL :/tcl_PutsObjCmd: args are: au-ctrl=0, acc-ctrl=0, au-method=0, accounting-list=fax, au-status=1, account=, mailtoAddress=20010*Apr 29 18:25:40.966: //73//TCL :/tcl_PutsObjCmd: [Call 73] The FAX Call has been established*Apr 29 18:26:14.246: //73//TCL :/tcl_PutsObjCmd: [Call 73] Cleaning-up - Call finished


Sample ‘debug voip application script’ output for a voice call*Apr 29 18:28:46.334: //82//TCL :/tcl_PutsObjCmd: [Call 82] CLI parameters: mode=listen-first*Apr 29 18:28:46.334: //82//TCL :/tcl_PutsObjCmd: prompt=flash:en_listen_first.au*Apr 29 18:28:46.334: //82//TCL :/tcl_PutsObjCmd: x-account-id method=none*Apr 29 18:28:46.338: //82//TCL :/tcl_PutsObjCmd: [Call 82] Start PROMPT: flash:en_listen_first.au*Apr 29 18:28:46.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Start CNG detection*Apr 29 18:28:46.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Start TIMER for 9 seconds*Apr 29 18:28:46.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Start DTMF-DETECTION*Apr 29 18:28:46.346: CNG tone sent*Apr 29 18:28:46.346: %ISDN-6-CONNECT: Interface Serial0/0/0:0 is now connected to 20010 N/A*Apr 29 18:28:46.354: %ISDN-6-CONNECT: Interface Serial0/0/1:0 is now connected to 56565 N/A*Apr 29 18:28:53.430: //82//TCL :/tcl_PutsObjCmd: [Call 82] Prompt finished or CNG timer lapsed*Apr 29 18:28:55.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Proceeding to default *Apr 29 18:28:55.342: //82//TCL :/tcl_PutsObjCmd: (VOICE) call*Apr 29 18:28:55.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Setting-up a VOICE call*Apr 29 18:28:55.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Stop CNG detection*Apr 29 18:28:55.342: //82//TCL :/tcl_PutsObjCmd: [Call 82] Calling VOICE number: 20010*Apr 29 18:28:55.346: CNG tone stop*Apr 29 18:29:01.926: //82//TCL :/tcl_PutsObjCmd: [Call 82] The VOICE Call has been established*Apr 29 18:29:10.926: //82//TCL :/tcl_PutsObjCmd: [Call 82] TIMER went off during VOICE mode*Apr 29 18:29:31.966: //82//TCL :/tcl_PutsObjCmd: [Call 82] Cleaning-up - Call finished


More Information

Cisco Fax over IP Application Guidehttp://www.cisco.com/en/US/docs/ios/12_3/vvf_c/cisco_ios_fax_services_over_ip_application_guide/detect.html

Cisco Fax Server Administration Guidehttp://cisco.com/en/US/docs/voice_ip_comm/fax_server/94/94ciscofaxag.pdf

System Administration Guide for Cisco Unity Connection Release 7.xhttp://cisco.com/en/US/docs/voice_ip_comm/connection/7x/administration/guide/7xcucsag246.html#wp1054864


Using Single Number Fax feature with CUE

This single number fax feature can also be extended to be used with CUE along with Unity Connection.

For a Fax call:Fax machine PSTN Fax Detect GW CFS Unity Connection VPIM CUE.

For a Voice call:Phone PSTN Fax Detect GW CUCM/CCME CUE


Q&AQ&A


Documents

Cisco Unity Connection 7.1(1) Single Number Fax