System Administration Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Managing Conversation Settings That Are Controlled by Class of Service
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Managing Conversation Settings That Are Controlled by Class of Service

Table Of Contents

Managing Conversation Settings That Are Controlled by Class of Service

Enabling Live Reply

Enabling a Post-Greeting Recording


Managing Conversation Settings That Are Controlled by Class of Service


See the following sections:

Enabling Live Reply

Enabling a Post-Greeting Recording

Enabling Live Reply

When live reply is enabled, subscribers who are listening to messages by phone can reply to a subscriber message by pressing 4-4 to have Cisco Unity call the subscriber. (Subscribers who use Optional Conversation 1 press 8-8 for live reply.) For single-server installations, Cisco Unity dials the extension of the subscriber who left the message only when the Transfer Incoming Calls to Subscriber's Phone setting for the subscriber who left the message is set to ring an extension or another number. (The Transfer Incoming Calls to Subscriber's Phone field is on the Subscribers > Subscribers > Call Transfer page in the Cisco Unity Administrator.) In addition, the call transfer settings for the subscriber who left the message dictate what Cisco Unity does when the subscriber phone is busy, and whether Cisco Unity screens the call.

When subscribers use the live reply feature to return a call from a subscriber and then leave a message for the subscriber that they called, Cisco Unity uses the calling number to identify who the message is from. This means that Cisco Unity can correctly identify who the message is from only when a subscriber uses live reply from his or her own extension. However, when a subscriber uses another phone to use live reply and leave a message for a subscriber, Cisco Unity does not correctly identify who the message is from. Instead, Cisco Unity may indicate that the message is from an "unidentified caller" even though the subscriber who left the message was logged on to Cisco Unity at the time.


Note By default, live reply is restricted to subscribers on the same Cisco Unity server. If your installation consists of multiple networked Cisco Unity servers, there are additional configuration steps required to enable live reply to a subscriber on another Cisco Unity server. For more information, see the "Enabling Live Reply Between Cisco Unity Servers in the Same Dialing Domain (Optional)" section in the "Digital Networking" chapter of the applicable Networking Guide for Cisco Unity, at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_feature_guides_list.html.


Consider informing subscribers when you enable this feature, because even when it is enabled, the live reply option is not mentioned in the main Cisco Unity phone menus. It is mentioned in the Help menu for the Cisco Unity phone conversation, the Cisco Unity User Guide, and the Cisco Unity at a Glance.

Enabling a Post-Greeting Recording

You can use the settings on the applicable Subscribers > Class of Service > Greetings page in the Cisco Unity Administrator to specify whether Cisco Unity plays a recording before allowing callers to leave a message for subscribers who are assigned to a class of service (COS). For each COS, you use the Media Master control bar on the page to record what you want callers to hear, and you indicate whether all callers hear the recording or only unidentified callers. Though callers can press # to skip a subscriber or call handler greeting, callers cannot skip a post-greeting recording.

When Cisco Unity is enabled to play a post-greeting recording, callers hear the recording immediately after a subscriber greeting, regardless of which personal greeting is enabled for the subscriber. The post-greeting recording also plays after a call handler greeting when the call handler is configured to take a message and the message recipient for the call handler is a subscriber who is assigned to a COS that has the recording enabled. (The COS assigned to the owner of a call handler has no effect on whether the recording is played.)

By default, the post-greeting recording feature is disabled for all classes of service. Depending on your organization and the type of subscriber accounts that are assigned to each COS, you may want to consider enabling it for some classes of service, so that those who call certain groups of subscribers—such as a sales team, technical support group, or a Human Resources department—hear the recording. For each COS, you can create a different recording tailored to certain callers and as applicable, in an appropriate language. The recording can be up to 90 seconds in length.

For example, you may want to enable a post-greeting recording for a particular COS to convey a confidentiality policy or to let callers know when they can expect a response to the message. You can also use the feature to remind callers to include contact information, invoice or policy numbers, and other such information when they leave messages. Conversely, due to legal or security concerns, you may want to advise callers of what information not to include in messages—information like passwords, financial transaction requests, and so on.

A post-greeting recording does not play when:

The message recipient for a call handler is assigned to a distribution list.

Subscribers send, reply to, or forward messages to other subscribers, and when subscribers call a subscriber extension, log on to Cisco Unity during the subscriber greeting, and then leave a message.


Note When you create a new COS based on an existing one, the new COS inherits the post-greeting recording settings but not the recording itself.


Do the following procedure to enable a post-greeting recording for a class of service. Whether you plan to enable the feature for a new COS or an existing one, consider testing the feature by enabling it for a new COS that has a test subscriber account assigned to it. In this way, you can call the test subscriber to hear how your recording will sound after the greeting and can adjust what you plan to say.

To Enable a Post-Greeting Recording for a Class of Service


Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Class of Service > Greetings page.

Step 2 In the After Greeting, Play Recording Before Taking Messages section, select one of the following options to enable the feature and indicate which callers will hear the recording:

Play Recording Only for Unidentified Callers—Before they leave a message, outside callers and subscribers who did not log on to Cisco Unity before calling from an external phone or from a phone that is not associated with a subscriber account hear the subscriber or call handler greeting and then the recording.

Play Recording to All Callers—Before they leave a message, subscribers and outside callers hear subscriber or call handler greeting and then the recording.

Step 3 Use the Media Master control bar to record what you want callers to hear, or specify an existing WAV file as the recording.

(You use the Copy/Paste From File options on the Options menu of the Media Master control bar to use a prerecorded WAV file as the recording.)

Step 4 Click the Save icon.