System Administration Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Subscriber Orientation
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Subscriber Orientation

Table Of Contents

Subscriber Orientation

Subscriber Orientation

Sample Communication Scripts

Task List for Using the Sample Communication Scripts

Operator Orientation

Support Desk Orientation


Subscriber Orientation


Subscribers and operators in your organization need information about Cisco Unity that is specific to your installation. In addition, if your organization has a support desk, the staff will need to be prepared to answer the questions that subscribers may ask, and will need to be aware of the resources that are available to assist them in answering subscriber questions. This chapter reviews the preparations for orienting and training subscribers, operators, and support desk employees to Cisco Unity.

See the following sections:

Subscriber Orientation

Sample Communication Scripts

Operator Orientation

Support Desk Orientation

Subscriber Orientation

After you create subscriber accounts and set up the client applications that subscribers will use to access Cisco Unity from their phones and computers, give subscribers the information described in this section to acquaint them with Cisco Unity. If you are planning supplemental Cisco Unity training, also consider reviewing the potential subscriber concerns and misconceptions listed in the "Support Desk Orientation" section.

Subscribers can refer to the Cisco Unity user guides or to Cisco Unity Assistant Help for further guidance after orientation.

Cisco Unity Phone Menus and Shortcuts Wallet Card

Use the Wallet Card wizard to produce the card. The templates in the wizard list frequently used menu options and shortcuts for managing Cisco Unity messages and personal options by phone; the wizard fills in the applicable touchtone keys based on the Custom Keypad Mapping conversation. The resulting PDF file is formatted as a wallet card that can be cut out and folded by subscribers.


Note Procedures in the User Guide for the Cisco Unity Phone Interface do not contain the keys that users press for Cisco Unity menu options. Instead, the procedures use the prompts that users hear to specify the menu options to choose. To provide users with key press information, you must use the Wallet Card wizard.


The wizard also allows you to customize technical support information and instructions for logging on to Cisco Unity. Keypad maps of the conversations provided with Cisco Unity (for example, the standard conversation and Alternate Keypad Mapping N) are available for printing out as well. The Wallet Card wizard is launched from the Custom Key Map utility in the Cisco Unity Tools Depot. For more information, see the "Documenting Your Key Map" section in Custom Key Map Help.

Applicable User Guides

The following Cisco Unity user guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html:

User Guide for the Cisco Unity Phone Interface

User Guide for the Cisco Unity Assistant Web Tool

User Guide for the Cisco Unity Inbox Web Tool

User Guide for Accessing Cisco Unity Voice Messages in an E-Mail Client

User Guide for Mobile Message Access for BlackBerry

Information in the guides is generally organized by feature. You can distribute the applicable guides for the interfaces that subscribers are using, or you can distribute feature-specific information to subscribers for whom you have enabled the features. (On Cisco.com, click the link for the topics you want, and print the PDF files.)

URL for Cisco PCA Website

Give subscribers the URL for the Cisco PCA website: http://<Cisco Unity server name>/ciscopca. Subscribers use the Cisco PCA to access the Cisco Unity Assistant web tool. Subscribers use their IBM Lotus Notes usernames and the Internet passwords for their Domino user accounts to log on to the Cisco PCA.

Cisco Unity Assistant Web Tool

Provide training for subscribers to personalize their own Cisco Unity settings by using the Cisco Unity Assistant web tool, as summarized in Table 14-1 on page 14-11. In particular, subscribers may benefit from a hands-on demonstration of the Cisco Unity Assistant, as they may not be accustomed to using a web interface to set voice messaging options. Also consider sending a system broadcast message to summarize the tasks that subscribers can do when they access Cisco Unity by phone. (See the "Using the Cisco Unity Broadcast Message Administrator and the Cisco Unity Broadcast Message Administrator Tool to Send and Manage System Broadcast Messages" section on page 24-5 for details.)

Phone Menu Differences

Depending on the menu options with which subscribers in your organization are familiar, you may want to provide them with a list of phone menu differences between Cisco Unity and a previous voice messaging system—especially if you chose not to offer them an alternative to the standard conversation, which is specified by default in {Default Subscriber} template.

Cisco Unity Phone Numbers

Give subscribers the phone numbers that they dial to access Cisco Unity from within your organization and from outside the organization. As applicable, show subscribers which button or key to use on their desk phones to access Cisco Unity.

Also give them the name and extension of the Cisco Unity system administrator and any support desk contact information. There are spaces to record phone numbers and contacts in the Cisco Unity Phone Menus and Shortcuts wallet card.

Phone Passwords

Provide subscribers with their initial phone passwords. Alternatively, tell subscribers to set their phone passwords in the Cisco Unity Assistant web tool before they call Cisco Unity to complete first-time enrollment. (Access to the Cisco Unity Assistant is provided through the Cisco Personal Communications Assistant website. Subscribers are not required to enter an existing phone password in order to change it in the Cisco PCA.)

When they have not done so already in the Cisco PCA, subscribers are prompted to change their phone password during first-time enrollment.

First-Time Enrollment

Make sure that subscribers know to complete first-time enrollment. Subscribers do not need to refer to any Cisco Unity documentation during enrollment. Cisco Unity indicates when the enrollment process is complete. If subscribers hang up before they have completely enrolled, none of their changes are saved and the first-time enrollment conversation plays again the next time that they log on to Cisco Unity.

The "Enrolling as a Subscriber" chapter of the User Guide for the Cisco Unity Phone Interface details the tasks that subscribers are asked to complete as part of enrollment.

Phone Information

Give subscribers phone-specific information, such as how to turn on live record, and discuss the potential legal issues. See the "Offering Live Record" section on page 15-10.

Password Security

Explain to subscribers how to secure their phone and Cisco PCA passwords so that they adequately protect their Cisco Unity mailboxes from unauthorized access. Detail the security guidelines for your organization. See the "Password and Account Policy Management" chapter in the Security Guide for Cisco Unity for best practice guidelines. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Differences in Cisco Unity Passwords

Make sure that subscribers understand that their Cisco PCA passwords are not related to their Cisco Unity phone passwords, nor are the passwords synchronized. Subscribers must use Lotus Notes to change their Cisco PCA passwords.

Feature Promotion

To help subscribers understand how Cisco Unity can help improve their productivity and to know where to find documentation, send voice messages promoting features to subscribers. You can use the sample communication scripts provided, or customize them to be specific to your organization. See the "Sample Communication Scripts" section for more information.

Unified Messaging

To help subscribers make the most of Unified Messaging, make sure that they understand how it works. For subscribers who like to manage voice mail and e-mail messages separately, remind them that they can turn on the Message Type menu so that they can pick which messages to hear by type ("Press 1 for voice messages, 2 for e-mails..."). Alternatively, subscribers can use the Cisco Unity Assistant web tool to specify that Cisco Unity will play e-mail messages last when they check messages by phone. Finally, subscribers may want to create a folder in their e-mail client to store voice messages separately from other messages.

Networking Features

If you have AMIS, Internet, Bridge, or VPIM subscribers in your organization, review the Networking Guide for Cisco Unity and/or the Networking Guide for Cisco Unity Bridge for information on how Cisco Unity behaves differently for these types of subscribers, and acquaint them with the applicable details.

Also, explain to regular subscribers how to address voice messages to other locations when they use the phone and IBM Lotus Domino Unified Communications (DUC) for Cisco. As necessary for all subscribers, identify how addressing messages to other locations is different with Cisco Unity than it was with a former voice messaging system.

For detailed information, see the applicable guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_feature_guides_list.html.

Full Mailboxes

Explain how full mailboxes work with Cisco Unity. See the "Support Desk Orientation" section for issues that subscribers may encounter. Refer subscribers to the User Guide for the Cisco Unity Phone Interface for similar information.

TTY

If your organization has subscribers who will use TTY and the TTY prompt set, provide training on using TTY with Cisco Unity. For more information on TTY, see the "TTY Overview" section on page 10-9.

Messages Without Specific Recipients

Make sure that subscribers who own call handlers or public distribution lists understand their responsibilities (if applicable). See the "How Cisco Unity Handles Messages Without a Specific Recipient" section on page 8-5.

Cisco Unity Greetings Administrator and System Broadcast Administrator

As applicable, tell subscribers how to use the Cisco Unity Greetings Administrator and System Broadcast Administrator. See the "Using the Cisco Unity Greetings Administrator to Manage Call Handler Greetings" section on page 26-3 and the "Using the Cisco Unity Broadcast Message Administrator and the Cisco Unity Broadcast Message Administrator Tool to Send and Manage System Broadcast Messages" section on page 24-5.

Sample Communication Scripts

To help promote new features and functionality to subscribers, Cisco Unity includes a set of sample communication scripts that describe key new features. These scripts can be customized to suit the needs of your organization, and recorded as voice messages to explain how these features can improve productivity.

Cisco Unity customers have reported some success after sending short voice messages to subscribers that describe new features and where to find more information on how to use them. This communication method may help:

Improve the subscriber experience with Cisco Unity. These voice messages help create awareness of new features and system behaviors and advise subscribers on how they can improve their productivity.

Facilitate the transition to Cisco Unity from a previous voice messaging system. A short message can help to reduce any surprises due to differences in system behavior, and can direct subscribers to where they learn more about how to use Cisco Unity.

Obtain feedback from subscribers on how they use Cisco Unity and the type of information they want to receive. As part of the voice message, invite subscribers to respond to the message and provide feedback.

Task List for Using the Sample Communication Scripts

You can use the scripts as they are written, or customize them to suit the needs of your organization.

1. Review the feature scripts and determine which ones you will record as voice messages to subscribers. The scripts are text files located in the \\commserver\feature_script directory, with subdirectories for features available in specific versions of Cisco Unity.

2. Customize the scripts to suit the needs of your organization.

Copy the script files and open them using any text editor. You can use these scripts as they are written, or edit them to be more relevant to your subscribers. You can also use these scripts as a model for writing additional messages to send to subscribers.

When customizing the scripts, consider the following tips:

Keep each message short, ideally 30 seconds or less, but no more than 60 seconds, to hold the interest and attention of your subscribers. Try to focus on only one topic or feature in each message.

Structure each message consistently. This helps subscribers to identify these communications and to anticipate the type of information they will receive. For example, start each message the same way so that subscribers know that this is information about Cisco Unity. End each message the same way—ideally, by telling subscribers where they can get additional information about the feature.

Provide a place where subscribers can find more information that is easy for them to remember. For example, you could set up a web site URL, using the format http:\\www.voicemail.companyname.com, to direct users to more information on Cisco Unity. On this website, provide information and tips on the new Cisco Unity features, point to the online documentation, and create and promote educational resources for using Cisco Unity effectively and efficiently.

Ask for feedback. In one or all of the messages, ask subscribers to reply to the message and provide feedback. For example:

"We hope you found these voice messaging tips valuable. If you'd like to provide feedback, good or bad, about your experiences using Cisco Unity Five dot Zero, reply to this message. Your input helps us make Cisco Unity a successful tool for all employees. Thank you for your support."

This is a good way to find out what subscribers think about this method of communication and the new Cisco Unity features.

3. Determine a schedule and have a well-known employee record the voice messages.

We recommend that you have organizational leaders or other recognizable voices record the messages. This helps to attract attention and can make the message content more meaningful and relevant to subscribers.

In the first week after the new version of Cisco Unity is available to subscribers, set up a schedule to deliver voice messages highlighting the top new features. To avoid overwhelming your subscribers, plan to send a message every other day.

As subscribers become more familiar with Cisco Unity, and if you have positive feedback on this communication method, you may want to plan to send additional messages on a monthly basis that highlight other Cisco Unity features or provide productivity tips.

Operator Orientation

Operator orientation should address the same points as subscriber orientation, but in greater detail. Operators must be familiar with how subscribers use Cisco Unity. Depending on the size of your organization, the operator may be the person subscribers are likely to ask when they have questions about Cisco Unity.

In addition to the items discussed in the "Subscriber Orientation" section and the "Support Desk Orientation" section (as applicable), operators also need to understand the following concepts and tasks:

Roles of the Operator and the Automated Attendant

The way your organization uses the automated attendant determines what the operator responsibilities are. The automated attendant is a call handler that is used in place of a human operator to answer and direct calls by playing greetings and responding to touchtones. The automated attendant can provide a menu of options (for example, "For Sales, press 1; for Service, press 2."), and it can also provide information (for example, "Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m.").

Directing Calls

Regardless of how your organization uses the automated attendant, many calls will go to the operator. The operator must know how to direct calls to voice mail and to subscriber phones. To direct calls to voice mail, the operator can dial Cisco Unity and at the Opening Greeting, dial the subscriber extension and then press #2. The subscriber phone does not ring, and the transferred caller hears the subscriber greeting.

You can also create a call handler for each subscriber to send calls directly to their greetings. For details on setting this up, see the techtip, "How to Transfer a Caller Directly into a Mailbox," available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_tech_notes_list.html.

Forwarding Unaddressed Messages to Intended Recipients

If an operator also owns a call handler or public distribution list, make sure that the operator knows to review unaddressed messages frequently, and to forward them to the intended recipient(s). See the "How Cisco Unity Handles Messages Without a Specific Recipient" section on page 8-5.

Using the Cisco Unity Greetings Administrator

An operator who is responsible for changing call handler greetings for the organization can use the Cisco Unity Greetings Administrator when is not practical to change a greeting in the Cisco Unity Administrator. For example, if the office is unexpectedly closed because of bad weather, the operator can call from home to use the Cisco Unity Greetings Administrator to enable the alternate Opening Greeting, or to rerecord a call handler greeting stating that the office is closed. For more information, see the "Using the Cisco Unity Greetings Administrator to Manage Call Handler Greetings" section on page 26-3.

Using the Cisco Unity Broadcast Message Administrator

If an operator will be responsible for sending recorded announcements to everyone in an organization (or to particular location(s) within an organization), explain how to access and use the Cisco Unity Broadcast Message Administrator to send broadcast messages. See the "Using the Cisco Unity Broadcast Message Administrator and the Cisco Unity Broadcast Message Administrator Tool to Send and Manage System Broadcast Messages" section on page 24-5.

Support Desk Orientation

Support desk orientation should address the same points as subscriber and operator orientation, but in greater detail. Support desk staff must be familiar with how subscribers and operators use Cisco Unity, and the common problems that subscribers may encounter when using Cisco Unity. Instead of using the Cisco Unity server, it may be helpful to set up a test server that support desk staff can use to browse to the Cisco Unity Administrator, and troubleshoot and test client applications.


Caution Do not run Lotus Notes on the Cisco Unity server while Cisco Unity is running, or Cisco Unity may stop functioning. To troubleshoot or test Lotus Notes with DUC for Cisco on the Cisco Unity server, you must stop Cisco Unity before you start Notes. When you are finished troubleshooting, exit the Notes software, and shut down and restart the Cisco Unity server.

To prepare for possible calls to the support desk at your organization, familiarize the support desk staff with the resources listed below, and with the potential subscriber concerns and misconceptions listed in the section that follows.

Support Desk Resources

Subscriber documentation is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.

The Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_device_support_tables_list.html.

The "Setting Up Subscriber Workstations" chapter provides information on how subscriber workstations should be set up, and describes how subscribers use Cisco Unity client applications and features.

The "Cisco Unity Conversation Overview" chapter summarizes the ways in which Cisco Unity Administrators and subscribers can customize the conversation.

The Troubleshooting Guide for Cisco Unity is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.

For descriptions and the URLs of all Cisco Unity documentation on Cisco.com, see the Documentation Guide for Cisco Unity. The document is shipped with Cisco Unity and is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_documentation_roadmaps_list.html.

Consider reviewing the FAQ that is tailored to address questions often asked by Cisco Unity Administrators. Some content may also be helpful to the support desk personnel in your organization. Click the link on the navigation bar in the Cisco Unity Administrator to display the FAQ.

Potential Subscriber Concerns and Misconceptions

Table 29-1 describes potential subscriber issues, which are typically based on misconceptions about how Cisco Unity works. Subscribers who encounter such issues are often those who are accustomed to another voice messaging system, were recently migrated from a previous version or a different configuration of Cisco Unity, have not yet completed Cisco Unity training, or are unaware of a new feature or functionality change to their existing system.

Table 29-1 Potential Subscriber Concerns and Misconceptions 

Potential Issue
Description

Cisco PCA security alerts when using SSL

If your organization set up Cisco Unity to use SSL, but did not add it to the Group Policy in order to distribute the certificate to the trusted root store for all users in the domain (or did not tell subscribers how to add the certificate to the trusted root store on their own computers), subscribers may be concerned about the security alert that will be displayed each time that they access the Cisco PCA. Tell subscribers that they can ignore the warning and proceed to use the Cisco PCA without doing any harm to their computers or the network.

To prevent the browser from displaying the security alert, see the "Using SSL to Secure Client/Server Connections" chapter of the Security Guide for Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Delayed messages

Subscribers may believe that their messages are delayed for the following reasons:

While listening to new messages, subscribers may skip a message and inadvertently mark it new. Later, when they check messages again, they hear the skipped message and believe that the message arrived after a delay.

Subscribers may skip more messages than they intend while listening to their messages, and later check messages again only to hear one or more of the skipped messages, and believe that the message(s) arrived after a delay. See the "Skipping messages" section.

When subscribers have the Dropped Call Recovery feature enabled for calls dropped while addressing or recording messages, messages they send to other subscribers are not sent until after the recovery time period has expired if the message recording was terminated by hanging up rather than explicitly sending the message by pressing the # key.

Deleted messages

Subscribers may not understand that Cisco Unity and IBM Lotus Notes both handle deleted messages in the same way; thus, when subscribers delete messages over the phone, they cannot use Cisco Unity to retrieve them.

You can enable Cisco Unity to request confirmation from subscribers before proceeding with the deletion of a new or saved message.

Directory listing: Subscribers are not listed as expected

When subscribers do not have a recorded voice name, they are not listed in the phone directory and as a result, callers are not be able to find them when searching for them by name. By default, Cisco Unity prompts subscribers to record a voice name during first-time enrollment, but it does not prevent them from completing the enrollment process if they do not.

To address this issue, consider the following options:

You can change whether recording a voice name is required to complete first-time enrollment. See Advanced Settings tool Help (in the Unity Settings list, click Conversation—First-Time Enrollment: Require Subscribers to Record Names). The Advanced Settings tool is available in Tools Depot.

You can provide voice names for subscribers on individual Subscriber > Profile pages in the Cisco Unity Administrator.

Subscribers with class of service rights can record their own names by using the Cisco Unity conversation or the Cisco Unity Assistant.

Fax: Attached files are not delivered to fax machines

(fax integrations only)

Subscribers may be unaware that when they add attachments to an e-mail message and then send the message to a fax machine, Cisco Unity renders only those attachments with the file extensions specified during Cisco Unity setup. All other attachments are removed.

To determine which file name extensions are currently specified or to specify new ones, see the "Third-Party Fax Integration" chapter in the Troubleshooting Guide for Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.

Fax: Fax message not delivered to a fax machine

(fax integrations only)

Subscribers may be unaware that when they record an introduction or add any attachments to the body of a forwarded fax message, the Lotus Domino server resets the message type to e-mail. Cisco Unity is unable to recognize the message as a fax, and consequently, treats the message as an e-mail.added per CSCdz84755

For additional information, see the "Third-Party Fax Integration" chapter in the Troubleshooting Guide for Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.

Incorrectly delivered messages

When subscribers switch from Standard Send menus to Streamline Send menus, they may continue to use old shortcuts to set special delivery options before sending a message. For example, out of habit, subscribers may press 131# to mark a message urgent and send it. In the Streamlined Send menu, using the same shortcut marks the message urgent, private, and then marks the message normal again before it is sent. As a result, the recipient receives a private message, and not the urgent message as the sender intended.

As with any conversation change, make sure that subscribers understand the implications of changing from Standard to Streamlined Send menus so that they can adjust their behavior accordingly.

Mailbox fills up quickly

Subscribers may complain that their mailboxes are filling up too quickly, for any the following reasons:

Cisco Unity does not automatically delete messages when they reach a certain age. This means that subscriber messages are saved until the subscriber deletes them permanently.

The messages in the Sent and Trash folders in Lotus Notes are included in the total mailbox size.

When Unified Messaging subscribers receive nondelivery receipts (NDRs) to messages that they send, their mailbox can quickly increase in size—especially if the original message included large attachments. If their e-mail clients are configured to save their sent messages, the original message and attachments are stored in their Sent Items folders and another copy is sent to their Inboxes along with the NDR, increasing their mailbox size accordingly.

Subscribers may receive messages that have been forwarded many times over, which increases message size. The original message plus all recorded or written introductions that were added during forwarding equal the total message size. As a result, subscribers who have relatively few messages stored in their mailboxes may still find that their mailboxes exceed the storage limits.

Subscriber mailboxes can fill up while subscribers are on vacation or on an extended leave of absence. To prevent this, specify that Cisco Unity will prevent callers from leaving messages when subscribers have their alternate greetings enabled.

For information on how Cisco Unity handles full mailboxes, see the "How Cisco Unity Handles Full Mailboxes" section on page 8-3.

Managing multiple message types in a single mailbox

 

Subscribers who are new to Unified Messaging sometimes have a difficult time understanding how to manage multiple message types from a single Inbox. For example, when subscribers check messages by phone, they may try to "clean up" their "voice mailbox" by deleting all of their e-mail messages. They are surprised and frustrated when they later discover that the messages have also been deleted from their Lotus Notes Inboxes. Other subscribers may request that Cisco Unity stop delivering e-mail messages to their "voice mailbox" altogether.

To help subscribers make the most of Unified Messaging, make sure that they understand how it works. For subscribers who like to manage voice mail and e-mail messages separately, remind them that they can turn on the Message Type menu so that they can pick which messages to hear by type ("Press 1 for voice messages, 2 for e-mails..."). Alternatively, subscribers can use the Cisco Unity Assistant to specify that Cisco Unity will play e-mail messages last when they check messages by phone. Finally, subscribers may want to create a folder in their e-mail client to store voice messages separately from other messages.

Message notification: Repeat notification options

When a subscriber chooses not to have Cisco Unity restart notification each time a new message arrives, setting a long interval between repeat notification calls may lead the subscriber to believe that Cisco Unity is delaying notification.

For recommended interval settings, see the "Repeat Notification Option Is Misunderstood" section in the "Message Notification" chapter of the Troubleshooting Guide for Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.

Missing messages

When subscribers use the Cisco Unity conversation to manage a message thread which involves multiple message types—as when they reply to an e-mail with a voice message or vice versa—the message type for each message in the thread is based on the original message. Thus, when subscribers reply to an e-mail from another subscriber with a voice message, for example, the message is sent to the recipient as an e-mail message with a WAV attachment.

This means that the recipient can play the voice message only from their Lotus Notes Inbox. When the recipient checks messages by phone, the message is not included in the voice message count. If the recipient has text to speech enabled, Cisco Unity reads the text portion of e-mail message, and does not indicate that there is a voice attachment.

MWIs

To gain an understanding of when MWIs turn on and off, what causes them to turn on and off, and what causes MWIs to behave differently than expected, see the "Message Waiting Indicators (MWIs)" chapter in the Troubleshooting Guide for Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.

Note that subscribers who work with Lotus Notes offline may not know that Cisco Unity relies on the Domino server to determine whether the subscriber has listened to new messages. Therefore, when a subscriber listens to new messages by using IBM Lotus Domino Unified Communications (DUC) for Cisco, MWIs on subscriber phones are not turned off until the Lotus Notes client replicates with the Domino server.

Passwords are not secure, or subscribers use the wrong password

Subscribers may assume that their phone and Cisco PCA passwords are the same or are synchronized. As a result, they may think that they are changing both passwords when Cisco Unity prompts them to change their phone password during first-time enrollment. Additionally, and they may try to use their phone password to log on to the Cisco PCA.

Playing a "previous" message

While listening to messages, subscribers have the option to go back and play the previous message in the stack. However, note the following:

The previous message option is not available in the Alternate Keypad Mapping X conversation.

When a subscriber presses the applicable key to go back to the previous message, the current message is left in its current state (new, saved, or deleted). In effect, the subscriber skips the current message when going back to the previous message.

You may consider clarifying the "previous" message behavior for your subscribers, to make sure they understand that the new, saved, and deleted message stacks are dynamic. For example, when a subscriber listens to messages in the new message stack, and either deletes or saves messages, those messages are no longer new, and are thus dynamically removed from the new message stack. If the subscriber then presses the applicable key to go back to the previous message in the stack, the result might be unexpected. The subscriber may expect to hear the message that was just played, but if the subscriber has changed the state of that message, it will no longer be in the stack. (Note that if the subscriber has moved all previous messages to other stacks, the conversation will announce "no previous message," and the current message will play again.)

Skipping messages

(Standard conversion style only)

If you upgraded from Cisco Unity version 4.0(3) or earlier, and/or you customized the Cisco Unity standard conversation so that subscribers can press a single # key during message playback instead of pressing ## to skip a message, you may find that some subscribers do not easily adopt the new key mapping. As a result, you may find that:

Subscribers continue to press ## during message playback, intending to skip a single message as they did before. Instead, they unwittingly skip two messages—the message being played and the subsequent message. As a result, subscribers may report that they are missing messages, that their messages are delayed, or that their MWIs remain lit even after they have listened to "all" of their new messages.

Subscribers continue to use the old shortcuts during message playback, and report that they do not work as expected. For example, subscribers may press #4 during message playback, and find that instead of Cisco Unity skipping the rest of the message and allowing them to reply to the message as before, now Cisco Unity skips the message and begins playing the next message more slowly than the skipped one.

Subscribers complain that they no longer have a way to fast-forward to the end of the message. (See the "Changing How Subscribers Skip Messages During Message Playback (Standard Conversation)" section on page 15-4 for a list of changes to all keys as a result of losing the ability to fast-forward to end of message.)

For the above reasons, we recommend that you use the Custom Keypad Map utility to adjust how # behaves during message playback. (You assign subscribers to a Custom Keypad Mapping conversation on the Subscribers > Subscriber > Conversation page in the Cisco Unity Administrator.) For additional information on using the utility, see "Using the Custom Keypad Mapping Utility to Customize the Conversation" section on page 14-14.

Speed for elements of the Cisco Unity conversation varies

Subscribers may report that the speed at which Cisco Unity plays menus, recorded names, greetings, and messages is inconsistent. For example, subscribers may report that when they listen to their messages, the message body is played at a different speed than the recorded names of subscribers who leave them messages, and the message header and footer (timestamp, message number, and so on).

Note that the speed that you or subscribers specify for message playback does not affect the speed of Text to Speech (TTS) messages, receipts, or message headers and footers. TTS messages are always played at normal speed, while the speed at which Cisco Unity plays receipts, message headers, and message footers is determined by the prompt speed that is specified for the Cisco Unity conversation.

Subscribers can adjust speed for prompts and messages by using the Cisco Unity Assistant.

Unsent messages

Depending on how Cisco Unity is set up at your organization, subscribers may be surprised at how Cisco Unity handles messages when calls are intentionally or unintentionally disconnected (for example, when a subscriber hangs up or when a cell phone loses its charge or signal) while subscribers are in the process of sending, replying to, or forwarding a message. Some subscribers may incorrectly assume that Cisco Unity offers a "draft" folder for unsent messages, which is not the case.

See the "Handling Messages That Are Interrupted by Disconnected Calls" section on page 17-6 for details.