Australia - Country Pages - Solutions - Cisco Smart Business Communication Systems

Version 16
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    Overview

    This page provides information addressing the installation and operation of SBCS in the Australian environment.

     

    Localisation

    Localisation of SBCS for the Australian environment requires changes in a number of areas, and affecting multiple components of the solution.  The following paragraphs provide details of the localisation requirements for the different areas.  Where are particular functional area covers multiple components of the solution, each of those components are specifically addressed under the heading for that functional area.  Much of the localisation required is included in the Quickstart Configuration Templates.

    Localising Telephones

    Localising the telephone involves ensuring the tones played by the phone are appropriate for the country in question, and that the text displayed on the phone is in the correct language.  The differences in tones between the current phone defaults and the Australian environment are minimal and generally not perceived by end users.  As such, no specific localisation of the telephone is required for Australia.

    Localising Voicemail

    The default language for the voicemail and auto attendant prompts in SBCS is US English.  While there are no Australian English prompts available currently, UK English is generally accepted by the Australian population.  CCA may be used to change the prompts by selecting UK English from the drop-down list on the System tab of the Voice configuration page.  Two files - cue-vm-en_GB-langpack.ise.x.x.x.prt1 and cue-vm-langpack.ise.x.x.x.pkg - with version numbers corresponding to the version of the running CUE application need to be downloaded from Image:padlock.JPGhttp://www.cisco.com/cgi-bin/tablebuild.pl/UC520-CUE-2.3.4 and saved to the appdata/phoneloads subdirectory of the CCA application to allow the update to be completed.  To determine the version of CUE application that is running, either select  Maintenance > Software Upgrade in CCA and check the value under the Current Version heading or use the CLI command 'service-module integrated-Service-Engine 0/0 status'. A VoD is available that goes through the process of applying the language update to the voicemail application.

    Localising PSTN Connectivity

    Update Jan 09: CCA v1.9 correctly configures PSTN ports for the Australian environment, and so the procedures described in this section are not required when CCA v1.9 or higher is in use.  CCA v1.9 is currently recommended for all installations in Australia.

     

    Update July 08: CCA v1.7 allows the cptone to be specified through the 'Call Progress Tone' field under the System tab of the voice configuration screens.    Version 1.7 also correctly sets the ISDN switch type and the companding for ISDN ports.

    Localising PSTN connectivity involves requires the PSTN ports on the UC500 to be matched to the characteristics of the PSTN in a given country.  Currently, this must be done for Australia either manually using the CLI interface, or by using CCA in conjunction with the Quickstart templates discussed below.  If CLI is to be used, the the following configuration is required for the different types of PSTN ports:


    Analogue FXO

    voice-port 0/1/0
     !
     ! Ensure the port generates and detects the correct tones
     ! and has the correct electrical characteristics
     !
     cptone AU
     compand-type a-law
     !
     ! Allow the port to correctly determine when the remote
     ! party hangs up (supervisory disconnect)
     !
     supervisory disconnect dualtone mid-call
     timeouts call-disconnect 3
     timeouts wait-release 3
    
    


    Analogue FXS

    voice-port 0/0/0
     !
     ! Ensure the port generates and detects the correct tones
     ! and has the correct electrical characteristics
     !
     cptone AU
     compand-type a-law
    
    


    ISDN Basic Rate (BRI)

    interface BRI 0/1/0
     !
     ! Ensure that we use the correct ISDN message formats
     !
     isdn switch-type basic-net3
    !
    voice-port 0/1/0
     !
     ! Ensure the port generates and detects the correct tones
     !
     cptone AU
     compand-type a-law
    
    


    ISDN Primary Rate (PRI)

    interface serial 0/2/0:15
     !
     ! Ensure that we use the correct ISDN message formats
     !
     isdn switch-type primary-net5
    !
    voice-port 0/2/0:15
     !
     ! Ensure the port generates and detects the correct tones
     !
     cptone AU
     compand-type a-law
    
    

    Localising Call Routing

    Update Jan 09: With the release of CCA v1.9, the Australian diaplan may configured entirely within CCA, and so the procedures described in this section are not required when CCA v1.9 or higher is in use.  CCA v1.9 is currently recommended for all installations in Australia.

     

    An important part of localising an SBCS system is to ensure that the system correctly recognizes and forward calls to phone numbers that match the national numbering plan of the country in which the system is located.  In addition to routing calls to valid destinations, it is also important that the system classify those calls correctly (e.g. as local calls, long distance calls, or international calls) in order to determine whether the caller has permission to call that destination.

    At present, localisation of call routing must be performed either manually using CLI, or by using CCA in conjunction with the Quickstart templates discussed below.  If CLI is to be used, then it is necessary to create individual dial-peer configuration constructs for each of the number patterns to be routed (See the online documentation for more details).  To ensure compatibility with CCA, it is recommended that dial-peers be numbered in the range 2500 - 2999.

    Warning: At this point in time, the CCA application does not fully support the localisation of call routing.  While CCA will co-exist with the localised call routing configuration applied either manually or as part of the Quickstart templates, it is recommended that no modifications be made to the Dialplan tab in CCA, as changes made there may conflict with the localised call routing configuration.

    Localising Wireless

    The operational requirements for wireless access points vary across different regulatory domains.  To correctly set the integrated wireless access point in the UC520W units to operate in the Australian environment, the following configuration is required:

    interface Dot11Radio0/5/0
     world-mode dot11d country AU both
    
    

    This configuation may be manually applied to the UC500 using the CLI interface, or will be automatically applied if the Quickstart templates described below are used in conjunction with CCA.

    Similar configuration should be applied to any standalone access points deployed, or to the Wireless LAN Controller.  If the Wireless LAN Controller is initially deployed using the Device Setup Wizard in CCA, then the correct regulatory domain will be set as part of this process.  If the Device Setup Wizard is not used, or if standalone wireless access points are deployed, then the regulatory domain must be set by means of the web GUI of each device.

    Quickstart Configuration Templates

    Update Jan 09: With the release of CCA version 1.9, the use of the Quickstart templates is not required for deployments in New Zealand.  Further, the call routing configuration in the Quickstart Templates is not directly compatible with the call routing configuration generated by CCA v1.9, and therefore CCA will not be capable of performing updates to the call routing configuration if the Quickstart templates are used.  However, with the exception of call routing management, existing systems previously deployed using the Quickstart templates may continue to be managed with CCA v1.9.

     

    Note: CCA version 1.5 or higher is required for use with the Quickstart templates.
    Note: CCA does not allow the ability to view or customise call routing.  Please use the CLI if customisation of call routing is required.

    The Quickstart is a set of templates that allow new Cisco partners within Australia to get up and running as quickly as possible. Site, customer and service provider specific requirements will still need to be customised by the partner.  The Quickstart templates provide the following configuration:

    • Country specific ISDN (PRI and BRI) and POTS (FXO and FXS) configuration
    • Default extension range of 200 - 299
    • Outgoing calls to all destinations via dial peers
    • Incoming Direct Inward Dial with last two digits of called number mapped to 2XX e.g. 96594020 mapped to 220

    Please send any comments or feedback on the Quickstart templates to anz-uc520@cisco.com

    Obtaining the Quickstart Templates

    The Quickstart Templates may be downloaded from here or by sending a request to anz-uc520@cisco.com

    Applying the Quickstart Templates using CCA

    Follow these steps to apply the Quickstart Templates to an unconfigured UC500:

    1. Download CCA and install on a convenient PC.  Information and download of CCA v1.5 or greater available from here
    2. Update factory templates included with CCA (This task needs to be performed only after an initial installation or upgrade of the CCA application)
      1. Navigate to the appdata\default-config\cuc500 sub-directory located under the installation directory for the CCA application (C:\Program Files\Cisco Systems\CiscoSMB\Cisco Configuration Assistant\ in a default installation). 
      2. Extract the UC520*.cfg files from the UC520-AU-PSTN-only.zip file and overwrite the configuration files installed by the CCA application.
    3. Start the CCA application and connect to the UC500.  Once connected, select the Restart/Reset option under the maintenance menu and the Restart/Reset window will open.
    4. Select the ‘Reset to Factory Defaults’ checkbox for the UC500.  Note that the ‘Restart’ box will also be checked automatically.  Click Apply or OK.  A final warning window will appear giving you the opportunity to archive the configuration first.
    5. Select ‘Yes’ to continue.  CCA will apply the factory default configuration with the necessary country-specific updates.  The reset process will take several minutes during which the UC500 will reboot.  Once complete, the UC500 is ready for use for Australian installations, and may be customised using CCA.

    Warning: When utilising an ISDN Primary Rate, do not change the number of timeslots assigned to the primary rate using CCA.  This will cause the call routing and PSTN localisation configuration to be lost.  The UC500 will operate correctly on all primary rate services regardless of the mismatch.

    Installing Quickstart Configuration Template via CLI

    1. Identify the appropriate configuration file based on the following parameters:  
      • Correct sized system (8 user, 16 user etc)
      • FXO or BRI or PRI connection.
      • E.g. For an integrated Wireless UC500 with 16Users & 4FXO ports: UC520W-16U-4FXO-K9-factory.cfg
    2. Install a TFTP server on a convenient PC (Cisco has no particular recommendations but a number of free TFTP servers are available. Search for “free TFTP server” with a search engine)
    3. Connect the PC to a PoE port on the UC500 
    4. Telnet to 192.168.10.1. Login as ‘cisco’ with a password of ‘cisco’.
    5. Type ‘copy tftp startup-config’  
      • Enter IP address of the PC running the TFTP server
      • Source Filename: Identified Australian configuration ‘UC520…’
      • Destination Filename: Press Enter to accept ‘startup-config’
    6. Reload UC500 – Do NOT save configuration if asked

     

    Troubleshooting

    Some potential issues specific to the Australian PSTN environment are as follows:

    Phones

    If the quickstart templates are in use and phones are failing to find the correct firmware updates (indicated by error messages displayed on the phone screen) then a likely cause is a mismatch between the software package loaded on the UC500, and the files specified in the template configurations.  In order to resolve this, use CCA to reapply the software package to the UC500 by selecting 'Software Upgrade' from the 'Maintenance' menu, select the UC500 from the popup window and click 'Upgrade Settings'.  Select the 'All' radio button, and specify the UC520-4.2.x.zip file containg the software package.  If prompted that the CUE software or IOS software versions match those in the software package, then it is safe to skip the upgrade of those components.  During the upgrade process, the UC500 configuration will be updated to reflect the correct phone firmware files.

    ISDN ports

    For BRI Services: Use the command “show isdn status” to see which layers are up.  If layer 1 is down, you need to check whether the service provider has assigned fixed layer 1 (No by default for Telstra).  If not, ask for fixed layer 1 to be assigned.  Should this not be possible, a workaround may be applied with the configuration commmand 'no dial-peer outbound status-check pots' (included by default in the Quickstart templates).  Note that this workaround means that calls will be attempted through disconnected ports as well, so it is important to connect the PSTN services to the lowest numbered ports first.  Otherwise outbound call setup may be significantly delayed while the system attempts to place a call through a non-existent service.


    For BRI and PRI Services: If layers 1 and 2 are up, but a call still cannot be placed, there may be a mismatch in bearer capability settings between the UC520 and the PSTN.  This may be confirmed by capturing the output of the commands 'debug isdn q931' and 'terminal monitor', or by simplying enabling/disabling 'bearer cap speech' under the voice port.  For example:

    To turn off

      voice-port 0/1/1 
         no bearer cap speech 
    
    
    

    To turn on

      voice-port 0/1/0 
         bearer cap speech 
    
    

    Update July08: CCAv1.7 allows the bearer capability to be set through the voice configuration pages on the device tab.

    Other probable causes for the PSTN to reject a call on an ISDN service are incorrect companding and/or cptone settings.  The configuration under the ISDN voice ports should be set to:

    voice-port 0/1/0 
     compand-type a-law 
     cptone AU 
    
    

    Update July08: CCAv1.7 allows the cptone setting be controlled through the voice configuration pages on the system tab using the Call Progress Tone option.

    Note: Changes to any voice port configuration should be followed by manually disabling/re-enabling the voice port using the 'shutdown' and 'no shutdown' configuration commands.

    Analogue Ports

    If problems are experienced with audio quality or incorrect or unusual tones being heard, the analogue port in question may not be correctly localised (companding and cptone).  The correct configuration for all analogue ports is as follows:

    voice-port 0/1/0 
     compand-type a-law 
     cptone AU 
    
    

    Update July08: CCAv1.7 allows the cptone setting be controlled through the voice configuration pages on the system tab using the Call Progress Tone option.

    If voicemails received from callers coming in through an analogue trunk contain extended periods of disconnect tone at the end of the message, or if analogue trunk ports appear to be 'hung' with callers receiving busy tone, it is likely that the ports have not been correctly configure to go on hook when the call ends (disconnect supervision).  The only method of disconnect supervision available on analogue PSTN services in Australia is tone-based disconnect.  To configure tone-based disconnect supervision, the following configuration should be applied to all analogue trunk ports:

    voice-port 0/1/0
     supervisory disconnect dualtone mid-call
     timeouts call-disconnect 3
     timeouts wait-release 3
    
    

    Note: Changes to any voice port configuration should be followed by manually disabling/re-enabling the voice port using the 'shutdown' and 'no shutdown' configuration commands.

    Support

    Planning, Design and Implementation Assistance (Proactive)

    Partner Design & Implementation Helpdesk (PDI Helpdesk)
    Web  : http://www.cisco.com/go/pdihelpdesk

    Hours
    Monday : 12pm - 6pm (Sydney Time)
    Tuesday – Friday : 7am – 6pm (Sydney Time)


    What does the PDI Helpdesk do?

    • In the planning and design phase, the PDI Helpdesk will review the basic design and work with engineers to develop the best possible technical solution.
    • In the implementation phase, the PDI Helpdesk will guide engineers in known good working basic configuration and feature integration.
    • The PDI Helpdesk will educate and help engineers to locate and use documentation and processes associated with solid design principals and implementation best practices (i.e. Steps to Success and Cisco.com website). 
    • Ultimately, the goal of the PDI Helpdesk is to assist partners in providing customer a properly working solution, to achieve the ultimate goal of a successful customer signoff.


    Why should I call the PDI Helpdesk?

    • For planning or design assistance beyond the Cisco channel or account team on a given opportunity.
    • A good differentiation of the PDI Helpdesk is to provide remote assistance with technical planning, design and implementation. The Cisco channel or account teams are there when help is required in closing the sale or working directly with the customer.
    • Implementation assistance is required with equipment that has been designed, sold, shipped to a site, racked, powered and connected; and is in the process of making it work as designed.

    The ideal situation is to contact the PDI Help Desk for assistance when a possible implementation or design issue is recognized BEFORE the engineer is onsite.  The goal of the PDI Helpdesk is to assist Cisco IPC Specialized partners provide the best possible level of proactive service, in addition to reactive support available from Cisco TAC.

    Technical Troubleshooting & Assistance (Reactive)

    Technical Assistance Centre (TAC)
    Web  : http://www.cisco.com/public/news_training/tac_overview.html
    Email: tac@cisco.com
    Phone: 1 800 805 227 (24 hour)

    Hours
    The TAC operates on 24x7x365 with 3 separate centres located around the world, however it is highly recommended that partners work with the Australian TAC, as they have a much greater knowledge of Australian market specifics (e.g. Telco Standards). The partner can also request for an open service request to be transferred to the Australian TAC.  The Australian TAC operates between 10am and 4pm Sydney time during standard time, and between 12pm and 6pm Sydney time when daylight saving is in effect.


    What can I expect when I create a TAC service request?

    • Receive prompt, courteous service from a TAC Engineer qualified to solve the problem.  
      • You will receive assistance by telephone or electronic mail for information related to product use, configuration, and troubleshooting.
      • Response will be within one hour for all calls received during standard business hours and for S1 and S2 calls received outside standard business hours. Standard business hours are defined as Monday through Friday, 8:00 AM to 5:00 PM local time.
      • Response will be no later than the next business day for S3 and S4 calls received outside standard business hours.
      • You will receive automated service request status updates at regular intervals.
    • Receive a comprehensive solution to your problem. Furthermore, Cisco will not close your service request until you are satisfied that your network is returned to the performance levels attained prior to the discovery of the problem. If at any time you are dissatisfied with the level of service, you may choose to escalate your service request.
    • Receive workaround solutions to reported Cisco software problems using reasonable commercial efforts. In some cases, Cisco will implement a patch to the software. When

    Cisco asks you to upgrade software to resolve a problem, you will usually receive information about the specific software problem. However, to speed resolution, you may elect to upgrade without receiving the specific information. If this is the case, Cisco will still attempt to identify the software problem.

    Quickstart Templates - Comments & Feedback

    Any comments and feedback on the templates or documentation for the Quickstart templates are welcome.  Please email anz-uc520@cisco.com


    Note: Links that will require partner-level access will have a lock icon Image:padlock.JPG next to it. Further details for becoming a Cisco Registered Partner is available here