EDCS-1279430

1. Unity Connection Video Greetings Feature TOI 10.0(1) EDCS-1279430 August 06, 2013

2. Notice The information in this presentation is provided under Non-Disclosure agreement and should be treated as Cisco Confidential. Under no circumstances is this information to be shared further without the express consent of Cisco. Any roadmap item is subject to change at the sole discretion of Cisco, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document.

3. Agenda • Introduction • What’s new • How it works • Network Topology • Flow Diagram • System Requirements • Supported Endpoints • Configuration • Limitations • Troubleshooting Tips

4. Introduction

5. Introduction Cisco Unity Connection 10.0(1) (Connection) is a feature-rich voice messaging platform which now provides the immersive experience of Video Greetings. Users will now be able to record and playback Video Greetings via the Telephony User Interface(TUI).

6. What’s new ? • Users can record video greetings through the TUI (touchtone conversation) • Users can configure, play and re-record a Video for every type of available greetings : Standard, Alternate, Internal, Busy, Holiday and Closed (*except Error greeting) • Callers (Internal or External) can now see recorded Video greetings of the called userswhen calling from a CUCM integrated video enabled Cisco endpoint**. • In a Video Call, an image will be streamed towards the end point whenever Connection is playing any Audio only content. • During the recording of greetings, an Image will be streamed towards the endpoint and a PIP (Picture-in-Picture) window is displayed to the caller.

7. How it works? • Connection integrates with Cisco MediaSense(MS), a media recording platform, which records video greetings for the user(s). • Connection nodes and MediaSense should reside within the specified limit of latency.* • Connection supports Video greetings only over SIP Integration with CUCM. SCCP integration is not supported. • Connection Supports following codecs in a Video call: For Video: H.264 (Base Profile: 420014) For Audio: G.711ulaw • The default value of Differentiated Services Code Point (DSCP) for the RTP (Video) connection is 46. Restart the Connection Conversation Manager for the changes to take effect.

8. How it works? (Continued) • For a Video call to be established, Video capabilities of the EndPoint should be enabled on Cisco Unified Communications Manager. • For a Video call to be established, Connection performs a series of checks to confirm if the user(s) are capable and configured for Video capabilities or not. • Connection communicates over http(s) (Control Protocol) with Cisco MediaSense to start and stop the record/playback of video greetings with http(s) timeout of 4 sec. In case of timeout or failure during mid call, Connection downgrades the call to audio. • With Connection acting as RTP(Streaming Protocol) Proxy, Video/Audio packets of video file are streamed from End point to MS or vice versa. • Audio of all greetings (either from Video Greeting or Audio only greeting) is always stored on and accessible from the Connection server. • Video Greetings, the Audio and Video combined content, is only stored on MediaSenseserver.

9. How it works? (Continued) • Connection keeps the audio copy of the Video Greeting in its file system to be played in audio-only calls . • In a Video call, when connection plays an Audio-only stream to the end user, an image is streamed from MS to provide Video experience. • The image to be streamed will be configurable at MS. Please refer MS TOI for details. • When User records a Video Recording, both Audio and Video Greeting of the user gets modified i.e. the Video Recording is saved as the User’s Video Greeting and the Audio part of the Video Recording is saved as User’s Audio Greeting . "My Personal Recording" on both 'Callers See' and 'Callers Hear' section for this greeting on User's Greeting page of CUCA and CPCA will be checked. • When User records an Audio Greeting, his current audio greeting will be replaced with the new Audio Recording. 'My Personal Recording' will be checked on 'Callers Hear' Section and 'My Personal Recording' will be unchecked on 'Callers See' Section of Greetings page on CUCA and CPCA.

10. How it works (Continued) • In an RNA call if user is configured to record a message then the call will be downgraded to Audio once Video Greeting is streamed completely. This is done to optimize resources . • In order to delete the orphan Videos from MS, a SysAgent task “Clean Orphan Video Recordings” has been created in Connection. This task sends the delete request to MS for deletion of the Video files and removes the orphan Video Session IDs from Database. • Once the call gets established as Audio, the respective call can’t be upgraded to Video. • Only Attempt Sign-In, Sub Sign-In , Attempt Forward conversations are Video capable.

11. User’s Video Experience with Transfers The following is the behavior in cases of transfers between Connection servers: • Cross Box Transfers In case of Supervise Transfers, Video call will remain Video if answered and call will be downgraded to Audio if forwarded to connection. In case of Release To Switch Transfers, Video call will remain Video* asnew call is initiated in case to release to Switch • Cross Box Logins: Video call will be downgraded to Audio.

12. Network Topology

13. Network Topology Cisco Unity Connection (10.0) Call manager Node A SIP HTTPS RTP RTP SIP/SCCP Cisco MediaSense Primary Data Path Node B Video Phones Jabber Client Control Path CUVA Video End Points

14. Flow Diagram: Startup & Video Call Initiation Connection EndPoint/CUCM MediaSense Successful Sign-In - JSESSIONID is populated on CUC and MS. All requests carry JSESSION ID and are entertained by MS System level KeepAlive Messages sent periodically signIn (username/password) 2000 (JSessionID) getMediaCapabilities(KeepAlive) 2000 (capabilities) New Incoming Call from Endpoint via CUCM INVITE with Video in SDP (Early Offer) 100 Trying 180 Ringing Connection checks if Video call should be established or not* Start (capabilities,) Updatemediacapabilities(capabilities, requestid, dialoguid) 200 Ok with SDP [Video Send] 2000 (capabilities, dialogGuid) 2000 ACK Connection is ready to receive RTP

15. Flow Diagram: Playback Connection MediaSense EndPoint/CUCM During the playback of Audio Content, Connection requests MS to play Image. Image Playback RTP (Audio Content) RTP ( Image Content) On Video Playback/End call stopPlayback,(targetrequestid,requesttid, dialoguid) 2000 Call level KeepAlive sent periodically during the call Video Playback Video Playback during the Video call RTP (Video Content) On playback Completion, MS sends notification to Connection* KeepAlive( RequestId, dialoguid) startMediaPlayback,(mediatitle,requestid, dialoguid) startSessionPlayback,(sessionid, requestid, dialoguid) 2000 2000 2000 Events received from MS. Playback_Stopped(sessionid,targetrequestid, dialoguid) 2000

16. Flow Diagram: Record and Call Termination Connection MediaSense EndPoint/CUCM User presses relevant key for Video Record To enable PIP window on Phone Screen INVITE with Video in SDP (For Video SendRecv) 100 Trying 180 Ringing 200 Ok with SDP ACK startRecord,(requestid, dialoguid) stopRecord,(targetrequestid, requestid, dialoguid) end(requestid, dialoguid) Video file Name shared by MS in response . 2000 2000 2000 (SessionID) RTP ( Image Content) RTP ( Video Content) Multiple INFO msgs sent to collect Iframe from EP. INFO 200 OK User presses relevant key to stop Record To disable PIP window on Phone Screen [Re-Invite] is sent with Video as SendOnly. Image Playback is stopped. Hang-Up BYE 200 OK

17. System Requirements for Connection • Size – Cisco Unity Connection 20,000 users OVA • vCPU – 7 • RAM – 8GB • HD – 2 X 300 GB, 2 X 500 GB • Ports – 250 • CPU (MHz) – • For Xeon 5600 and 7500 processors - minimum of 2.53 GHz each (10.12 GHz reserved) • For Xeon E7 processors - minimum of 2.4 GHz each (9.6 GHz reserved) • x

18. System Requirements for MS Please refer to ‘Deployment: Primary/Secondary node 7 vCPU’ in the following link: http://ccbu-wiki.cisco.com/display/ORA/VM+Templates Supported Version of MediaSense: 10.0 Note: Unity Connection Video Greeting feature needs a dedicated MediaSense server. The MS server cannot be shared for any other MS features like VoH, Call recording etc Currently only Single MS Node is supported.

19. Supported Endpoints Connection will support Video over 69XX, 79XX series phones with CUVA, 89XX and 99XX series phones and Jabber. Following is the list of EPs and their firmware on which Video has been tested so far: • 9951, 9971 beginning with firmware Sip9951.9-3-2-10 • 8945 series beginning with firmware: SCCP 9.3.4.9 • 7945 (version: SCCP4.5.9-3-1SR2-1S or higher )with CUVA (version 2.3.1.0 or higher) • 6921, 6941, 6945 • Jabber Client (version 9.2.1 or higher) on MAC • Jabber Client (version 9.2.2 or higher) on Windows Testing with End-Points is still ongoing. The list will be updated .

20. Configuration

21. Configuration Steps at CUCM Create SIP Trunk at CUCM http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/integration/guide/cucm_sip/cucintcucmsip060.pdf Create a voice mail pilot and voice mail profile. For Voice Mail Pilot: Go to Advance Features-> VoiceMail->Voice Mail Pilot.  Enter the pilot number (Here, Please use the same extension as the route pattern added for the respective SIP trunk) For Voice Mail Profile:  Go to Advance Features->VoiceMail->Voice Mail Profile.  Use the pilot number created above.  For all the users for whom Video Greeting is to be enabled: Enable the Video Capabilities on the phone: Device -> Phone -> Select your phone -> Enable “Cisco Camera” and “video capabilities”. Enter the Voice Mail Profile on the phone: Device->Phone->Directory Settings-> Select the SIP Voicemail profile created above. Save and Restart the phone. NOTE:- Supported Versions of CUCM: 8.5 onwards*

22. Configuration Steps at CUC Step 2 Step 3 Step 1 Bulk-Edit Tool and BAT tool can be used to configure users for video capabilities.

23. Step 1: Integration of Connection with MediaSense Pre Requisites • Certificate Management: Add the MS certificates in the Connection tomcat-trust store. MS root certificate is mandatory certificate to be uploaded on Connection for establishing Video call. If self-signed certs are not used then at least root certificate is needed for third party signed certificate. Any one out of self-signed or third party certificate can be used at a time. This option is configurable on VideoServices page. The Certificate can be uploaded on Connection OS Administration page under Security>Certificate Management tab. • The login credentials of MS used on Connection CUCA page are same as the credentials of API User on MS. Please refer the MS TOI for more details on the same.

24. Step 1: Video Service represents the details of the Video server with which Unity Connection will be integrated to perform Video related Operations. To Configure it: Go to Video -> Video Services -> Add New Note: Only one Video Service can be added in this release.

25. Continued… Connection cluster independent limit.* Please fill all the mandatory fields on the ‘Video Service Page’. Click on Test Button and verify that everything is working fine. Save the page.

26. Step 2: Enable video services accounts. Go to users -> Edit -> Video services Accounts -> Add New Add the Video Server and Check “Map Video Service” box. Save the page.

27. Step 3: Enable Video Capability for Users Enable Video under COS and Save. Assign this COS to user.

28. Quick Configuration tests on CUCA Test buttons are added on CUCA in order to perform quick tests to check the video configuration. Test buttons/Icons are available at: - On Video Services Page - On Video Services Accounts Page

29. What Test Button checks on Video Services page? When user hits the Test button on Video Services page, following set of events take place: 1. Checks whether Connection is able to ping the MediaSense Server. 2. If the MediaSense is UP and running, then “signIn” API is sent to authenticate username and password of MediaSense. 3. It also validates the Self-signed/Third-party certificates used with MediaSense Server. 4. After the authentication is successful, “getMediaCapibilities” API is sent to display the codecs supported in Video calls with MediaSense. Note: In case a chain of Certificates is configured on MediaSense, the test button will show Success in case, any of the certificate from the chain is added in the tomcat-trust on Connection.

30. Test Result

31. What Test Button checks on Video Services Account page? When user hits the Test Icon of Video Services Account Page : Along with the checks executed in Test button on Video Services Page, following additional checks take place: 1. Checks whether Video Service is enabled on Cisco Unity Connection or not. 2. Checks whether “Allow Users to Playback and Record Video Greetings” or “Allow Outside Callers" option is enabled in the User's Class of Service page.

32. Test Result

33. Limitations • Unity Connection Video Greeting feature needs a dedicated MediaSense server. The MS server cannot be shared for any other MS features like VoH, Call recording etc. • Video feature is not supported for the calls on the SCCP trunk between Call Manager (CUCM) and CUC (Connection). • Video greeting feature is not supported for IPv6 or dual mode. Hence, IPv6 feature and Video feature should not be configured on the CUC at the same time. • Video Greetings can be recorded for Connection Users only. Greetings for Call Handlers are still Audio-only. • Users can not record video greeting through Media Master(i.e. Computer, Telephony Record and Playback (TRaP))

34. Limitations (Continued) • Max 25* concurrent calls are supported. All the other calls are established as Audio • VUI is not supported in a Video call. • Outgoing Calls from Connection are established as Audio. • For SIP Phones: PIP window which appears on phone screen during recording will not be turned off after recording ends due to the limitation of end point. • The Primary DNS response time should be high otherwise, the user experience may get detoriatedsince the connection resolves the FQDN of Media Sense when it signs in.

35. Deviations in User Experience • While resuming a Hold video-call, following behavior can be experienced by the users: • In case Audio content was getting played, then blank screen will be observed for the duration of that prompt. • In case Video content was getting played, then blank screen and no audio will be observed for the duration of that content. • During Image Playback if image-playback requests towards MS fail then call will remain Video although user may experience blank screen for the duration of the Audio playbacks. • When MS goes down and comes up after some time then there could be a duration of 15 sec in which calls established will be audio.

36. Security Implications RTP streams towards MS server don’t support sRTP which could pose Man in The Middle (MiTM) threat. Notifications received from MS server are plain HTTP. A Man In The Middle could disrupt ongoing media session with MS, by knowing session information captured towards this port. Unity Connection will raise an alarm (as mentioned in Video Alarms slide) in case too many notifications requests (HTTP) are received . Alert raised will have the IP and port of the source. Please check the authenticity of the requests.

37. Troubleshooting Tips

38. What to find here? • Video Trace Level Information • Links to Annotated traces • Tips for Issues found during Quick Tests • Tips for issues in establishing a Video call. • Tips for issues during Video Recording • Tips for issues during Video Playback • Tips for issues related to Video Quality • Video Alerts • Video Performance Counters

39. Traces Enable following traces to troubleshoot Video related issues: Log files to be collected : diag_CuCsMgr* and diag_CuMixer* from RTMT

40. Annotated Traces for Video Greetings* Annotated traces for Video Greetings can be found at the following link: This link contains the important trace information to look for during a Video call • http://wikicentral.cisco.com/display/UNITYTRANS/Annotated+Traces+for+Video+Messaging MS APIs and their respective response codes are discussed in brief at the following link • http://wikicentral.cisco.com/display/UNITYTRANS/MS+APIs+with+response+Codes

41. Tips for Error Messages On Testing the Connectivity on Video Services Page You may receive the following error messages on the Edit Video service page of Cisco Unity Connection Administration(CUCA) when you test the connectivity of Connection with Cisco MediaSense(MS) using test button: • "Video Service cannot be contacted by pinging”. Make sure that the FQDN/IP address of the Cisco MS (Video Server) is correct . If yes then check for the network connectivity between problem between Connection and MS • “Video server is not responding on the port <port number>." Make sure that the port number specified on the Edit Video Service page is correct. • “Username or password is incorrect.” Make sure that the username and password of Cisco MS are correct • “Failure in validating the video server certificates.”Make sure that the hostname of the Cisco MS mentioned in the certificate installed on the Cisco Unity Connection is correct.

42. Tips for Error Message On Testing the Connectivity of Video Services Account Along with the error messages received on Video Services page, You may receive following error messages when you check the configuration of the Video Services Account page of a User through test button: • “The Enable Video settings are disabled for this user in the Edit Class of Service page”. Make sure that you select the 'Enable Video settings' in the 'Edit Class of Service' page. • “Video service is disabled.” Make sure that you have selected the 'Enabled' option in the 'Edit Video Service' page.

43. Issues in establishing a Video Call Please check if: • Cisco Camera and Video Capabilities are enabled for the device in Cisco Unified Communications Manager. • "Connection Conversation Manager” is restarted after updating Video Service page. • Cisco MediaSense is up and running using test button on Edit Video Service page • Video Service Account is created for the user(s) in question. • “Map Video Service” is enabled in Video Service Account for the user • In Case of Connection User, check whether “Allow Users to Playback and Record Video Greetings” is enabled in Class of Service for both the calling and called user. • In case of Outside Caller, check whether “Allow Outside Caller “is enabled in Class of Service for the user.

44. Issues in establishing a Video call • Maximum concurrent video calls are reached . Please look for the following trace in diag_CuCsMgr* logs: Video,10,Alert::Exceeded Maximum ConCurrent Calls Limit Active[25]:Max[25] • Please check if MS root certificate is uploaded on Connection. • Please check the video channels usage via ‘taccli’ command.

45. Certificate Validation Issue: Output of Test button is successful but Video call is not getting established. Steps to follow: Please ensure that MS root certificate is uploaded on Connection. Cause: Test button works with any certificate in the chain (Root-Intermediate-Leaf) uploaded on Connection.However to establish video calls, MS Root certificate is mandatory to be uploaded on Connection

46. Issues while recording Video greeting Call gets downgraded to audio with the prompt “Video Services are not available, using Audio for the duration of call” Steps to follow: • Please check if Cisco MS is UP and running using test button on Video Services page and Video Services Account Page. • Call gets downgraded in case any error response* is received from MS in response to the startRecord() or stopRecord() request. Please look for the respective error response in logs. • User can proceed with the Audio call or establish the call again to re-record the Video Greeting. • In case the issue is persistent , please collect the appropriate Connection Conversation Manager (CuCsMgr) logs at the mentioned trace levels using RTMT.

47. Issues during playback of Video greeting Issue 1: Call gets downgraded to audio with the prompt “Video Services are not available, using Audio for the duration of call” Steps to follow: • Please check if Cisco MS is up and running using test button on Video Services page and on Video Service Accounts Page. • Call gets downgraded in case any error response* is received from MS in response to the startSessionPlayback() or stopPlayback() request. Please check for the respective error response in the logs • Please proceed with the audio call or establish a new call for complete Video experience. • In case the issue is persistent , please collect the appropriate Connection Conversation Manager (CuCsMgr) logs at the mentioned trace levels.

48. Continued… Issue 2:Playback hangs in between Steps to follow: • Press # button on phone to end the playback and continue with the call. • Playback could hang due to missing "Playback_Stopped" event from MS. Please check the conversation logs for this event. • Please report in case the issue is persistent with the CuCsMgr diags at the requested trace levels. Issue 3: Audio Greeting is getting played with the image Steps: • Please check "Callers See" section on Greetings page and ensure that 'My Personal Greeting' is checked. • If following trace is present in logs, please re-record your video greeting: Video Greeting can't be played either b'cozVideoFileName isn't available.

49. Issues related to Video Quality Issue: During playback of Video Greeting, quality of video is poor. Steps: • Please check and reduce the value of attribute “Interval in Seconds for sending KeyFrame Requests to End Point during recording” under Advanced>Telephony. • In case the issue still persists, please collect diag*CuCsMgr* and diag*CuMixer* at the mentioned trace level. • Capture wireshark traces at Connection and CUCM during the call.

50. Unity Connection Mixer Diagnostics Interface Existing ‘TACCLI’ Interface has been enhanced for Video channels and fork groups added. To check the statistics of Video Channels and Video forkgroups, run command “taccli” from root account and provide the input as per the displayed menu. Only Following menu items have been updated to display the statistics for Video channels and forkgroups : 1 Display statistics for all channels   2 Display statistics for a channel      3 Display statistics for all forkgroups 4 Display forkgroup statistics          5 Display mixer status