How Users Interact Using Phone
When users sign in to Unity Connection by phone, they hear the user conversation. Its collection of prompts enables users to sign in to Unity Connection, enroll as new Unity Connection users, send and receive messages, record greetings, and change their personal settings.
There are two ways in which users can interact with Unity Connection by phone:
- Phone keypad keys—Users press keys on any touchtone phone to respond to prompts, or select menu options.
- Voice commands—Users speak into the phone handset, headset, or speakerphone, and Unity Connection responds to their voice commands. Users have the option to press keys on the phone keypad for a primary set of commands rather than say a voice command.
You specify whether users are prompted to use phone keypad keys or voice commands when they sign in to Unity Connection.
Customizing User Conversation By Administrators
There are a number of ways administrators can customize the conversations that callers and users hear as they interact with Unity Connection.
See the following sections:
Advanced Conversation Configuration Settings
From the Advanced Conversation Configuration page in Connection Administration, some of the systemwide conversation customizations that you can make for all users include:
- Changing the order in which Unity Connection prompts users to address and record messages.
- Changing how users confirm message addressing.
- Changing what users hear when they manage deleted messages.
See the “Changing Conversation Settings for All Users in Unity Connection 8.x” chapter for information and procedures for customizing the Unity Connection conversation from the Advanced Conversation Configuration page.
For information on all available advanced conversation configuration settings, see the “Conversation Configuration” section in the “Unity Connection 8.x Advanced Settings” chapter of the Interface Reference Guide for Cisco Unity Connection Administration Release 8.x, at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/gui_reference/guide/8xcucgrgx/8xcucgrg110.html.
Customizing the Language of System Prompts
The prompts that come with the Cisco Unity Connection system are played in different combinations in multiple places in the phone conversation.
While changing, replacing, and deleting prompts is not supported and can cause system errors, you can specify the default language in which system prompts are played to all Unity Connection users and callers. For steps on changing the default language that Unity Connection uses to play system prompts, see the “Language of System Prompts” section.
Note that all system prompts are automatically deleted and replaced when you upgrade Unity Connection (including maintenance upgrades).
Class of Service Settings
From the Class of Service settings page in Cisco Unity Connection Administration, conversation customizations that you can make for users include:
- Specifying call transfer and holding options.
- Enabling deleted message access.
- Determining the length of recorded names, greetings, and messages.
- Enabling features such as live reply, voice recognition, and access to external messages.
- Choosing the type of message security applied to user messages.
For detailed information on conversation-related settings that can be changed for a class of service, see the “Setting Up Features and Functionality Controlled By Class of Service in Unity Connection 8.x” chapter of the User Moves, Adds, and Changes Guide for Cisco Unity Connection Release 8.x, at
User Account and Template Settings
Some of the conversation customizations that you can make for a user or for a template that you use to create users include:
Caller Input Settings
- Selecting the actions that Unity Connection takes when callers enter digits during user greetings.
- Specifying keys that transfer to alternate contact numbers for a user, and optionally specifying the alternate contact numbers. (When an administrator configures a key to transfer to an alternate contact number, the user can edit the alternate contact number for the key using the Unity Connection personal settings conversation.)
- Specifying digits that can be prepended to any number that a caller dials while listening to the greeting for the user mailbox. This option simulates shorter extensions.
Phone Menu Settings
- Selecting the language.
- Setting the speed and volume level of prompts, recorded names, and user greetings.
- Specifying whether Unity Connection asks a user for a PIN if the user is calling from the primary extension or an alternate extension.
- Specifying how long Unity Connection waits for a user to respond to a menu, and how many times Unity Connection repeats the menu when the user does not respond.
- Choosing whether users can use the phone keypad or voice-recognition conversation when they listen to and manage their messages by phone. Note the following:
– There are several versions of the phone keypad conversation to choose from. Each version offers menus with a unique keypad mapping. You can also specify whether users hear full or brief menus.
– The voice-recognition conversation is a licensed feature. To use it, users must belong to a class of service that offers the license and have the feature enabled for them. Note that the touchtone conversation setting is used as a backup if the voice-recognition services are unavailable, and at any time that users choose to use the keypad rather than voice commands to interact with Unity Connection.
- Selecting the actions that Unity Connection performs when the user calls Unity Connection, including greeting the user by name, playing new messages automatically, and announcing an alternate greeting notification.
- Determining what users hear when they exit the user conversation.
Playback Message Settings
- Specifying the speed and volume of messages that are played by phone.
- Specifying whether Unity Connection plays the Message Type menu and message counts.
- Specifying message playback order.
- Changing the time format used for message time stamps.
- Selecting the action that Unity Connection performs when messages are played, including announcing the name and number of the sender who left a message, and whether the time stamp is played before or after the message.
- Specifying that messages are marked saved upon hang-up or disconnect.
- Specifying the length of time to skip back or ahead when rewinding or fast-forwarding messages.
- Specifying whether Unity Connection allow users to quickly listen to the messages without responding the After Message Menu options. (Connection 8.6(1) and later only)
- Specifying whether Unity Connection asks to confirm deletions of new and saved messages.
Send Message Settings
- Determining whether a user can send broadcast messages to other users, or update broadcast messages.
- Specifying that Unity Connection prompts to confirm message recipients by name.
- Specifying that Unity Connection prompts to continue adding names after each recipient.
- Specifying that Unity Connection sends messages when a user hangs up or a call is disconnected.
- Determining whether users address messages to other users by entering extensions, by spelling first names, or by spelling last names.
- Enabling usage-based updates to the addressing priority list, which influences the order in which multiple matches are presented when the user addresses a message by saying a name or spelling part of a name.
For detailed information on conversation-related settings that can be changed per user, see the “Setting Up Features and Functionality Controlled By Class of Service in Unity Connection 8.x” chapter of the User Moves, Adds, and Changes Guide for Cisco Unity Connection Release 8.x, at
Using the Custom Keypad Mapping Tool
The Custom Keypad Mapping tool allows you to edit the key mappings that are associated with the Custom Keypad Mapping conversations. Within each of these conversations—which are assigned to individual users or user templates on the Phone Menu page in Cisco Unity Connection Administration—there are eight different menus that can be customized. Changing key mappings using this tool does not affect any of the other Cisco Unity Connection conversation versions.
You can assign any one-, two-, or three-key sequence to any defined option for the Main menu, the Message Playback menu (the message header, body and footer can be mapped separately), the After Message menu, the Settings menu, the Message Settings menu, and the Personal Settings menu. You can customize which options are voiced in each menu and the order in which they are offered. The Custom Keypad Mapping tool is accessed in the Tools section of Connection Administration.
For more information and procedures, see the “Custom Keypad Mapping Tool in Unity Connection 8.x” chapter.