System Administration Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Cisco Unity 8.x Conversation Overview
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Cisco Unity 8.x Conversation Overview

Table Of Contents

Cisco Unity 8.x Conversation Overview

Summary of How You Can Customize Cisco Unity 8.x Conversations

Summary of How Subscribers Can Customize the Cisco Unity 8.x Conversation

Using the Custom Keypad Mapping Utility to Customize the Conversation in Cisco Unity 8.x

Offering Subscribers a "Quick Message" Option

Offering Subscribers the Option to Change the Priority of Messages by Marking Them Urgent or Normal

Offering Subscribers the Option to Jump to the First or Last Message in a Stack

Customizing the Subscriber Setup Options Menu

Offering More Options at the Main Menu

Offering Global Key Presses to Change Conversation Speed

Offering the Option to Revert to Default Message Playback Speed

Offering Subscribers the Option to Delete Introductions on Forwarded Messages


Cisco Unity 8.x Conversation Overview


When callers access Cisco Unity by phone, they hear a set of prerecorded instructions and options known as the Cisco Unity conversation—or the TUI (telephone user interface). Unidentified callers hear the unidentified caller conversation, which enables them to access the Cisco Unity automated attendant, conduct subscriber searches by using directory assistance, use call routing options, and play audiotext messages. Subscribers hear the subscriber conversation, which enables them to log on to Cisco Unity, enroll as new subscribers, send and receive messages, record greetings, and change their personal settings.

See the following sections in this chapter:

Summary of How You Can Customize Cisco Unity 8.x Conversations

Summary of How Subscribers Can Customize the Cisco Unity 8.x Conversation

Using the Custom Keypad Mapping Utility to Customize the Conversation in Cisco Unity 8.x

Summary of How You Can Customize Cisco Unity 8.x Conversations

You can customize the conversations that subscribers and unidentified callers hear in several ways.

Broadcast messages—Specify that subscribers can use Cisco Unity to do the following tasks:

Send broadcast messages to other subscribers on same server.

Send broadcast messages to subscribers on multiple servers.

Update previously recorded broadcast messages stored on local server.

Default: Disabled.

Scope: Individual subscribers and/or groups.

Call handlers—You can customize the predefined call handlers or create your own. You may want to use a call handler in the following ways:

As an automated attendant.

To offer prerecorded audiotext.

As a message recipient.

To transfer calls.

Scope: All subscribers and/or outside callers per server.

Call holding wait time and music—You can configure call waiting hold time. You can also customize the music that callers hear while on hold.

Scope: All subscribers and/or outside callers per server.

Call routing—You can customize how Cisco Unity handles direct calls and forwarded calls.

Based on criteria such as the phone number of the caller and the schedule that you specify, you can route certain calls to the Operator call handler, Opening Greeting, a subscriber greeting, the subscriber logon conversation, and so on.

Scope: All subscribers and/or outside callers per server.

Caller ID—You can enable Cisco Unity to provide subscribers with additional information about callers who leave messages for them.

Scope: Individual subscribers and/or groups.

Caller input—For subscriber greetings, you can define the actions that Cisco Unity takes in response to touchtone keys pressed by callers.

Default: Enabled with the *, 0, or # keys mapped as follows:

The * key is set up to offer the Sign-In conversation.

The # key is set up to skip greetings.

The 0 key is set up to send callers to the Operator call handler.

Scope: Individual subscribers and/or groups.

Deleting messages:

You can:

Dictate whether subscribers can listen to, reply to, or forward deleted messages, or restore them as new or saved messages (this setting applies at the class of service (COS) level).

Change how Cisco Unity handles the way in which multiple deleted messages are deleted.

Enable Cisco Unity to request confirmation from subscribers before proceeding with a deletion of a single deleted message. (To delete a deleted message, subscribers must belong to a class of service that allows them to retain and review deleted messages.) Default: Disabled.

Enable Cisco Unity to request confirmation from subscribers before proceeding with a deletion of a single new or saved message. Default: Disabled.

Note that the Cisco Unity conversation plays the menu that offers the deleted messages option to all subscribers—even those who do not have COS rights to access deleted messages. You can specify that Cisco Unity plays the menu offering access to deleted messages only to subscribers who have COS rights to access them.

Scope: All subscribers per server.

To change whether the Cisco Unity plays the menu that offers the deleted messages option, see Advanced Settings tool Help (in the Unity Settings list, click Conversation—Do Not Offer Deleted Messages Option). The Advanced Settings tool is available in Tools Depot.

Directory handlers—You can specify:

Search scope.

Whether a directory handler searches for subscribers first name first, or last name first.

What subscribers and callers hear when the directory handler finds one or more matches.

What the directory handler does when it detects no caller input.

You can also set up multiple directory handlers to provide directory searches for systems with hundreds or thousands of subscribers.

Scope: All subscribers and/or outside callers per server.

Finding messages—You can enable subscribers to use Message Locator to find voice messages—or voice messages, receipts, and notices—from Cisco Unity subscribers and outside callers when they check messages by phone.

Default: Disabled.

Scope: Individual subscribers and/or groups.

First-time enrollment—You can specify that when subscribers log on for the first time (or the next time, as applicable), Cisco Unity prompts them to enroll. The first-time enrollment conversation asks subscribers to record a name and greeting, set a password, and choose whether to be listed in directory assistance.

Note that Cisco Unity does not prevent subscribers from completing the enrollment process if they do not record their names. You can change the first-time enrollment conversation so that it requires subscribers to record a voice name to complete first-time enrollment.

Default: First-time enrollment is enabled, but subscribers are not required to record a voice name.

Scope: Individual subscribers and/or groups; all subscribers per server (require recorded name).

To require all subscribers to record a voice name during 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.

Forwarding messages: prompting subscribers to record introductions—You can indicate if you want Cisco Unity to prompt subscribers to record introductions when they forward messages.

Note that this setting has no effect on the conversation when Cisco Unity is set to prompt subscribers to record first and then address messages.

Default: Cisco Unity does not prompt subscribers to record introductions. Subscribers must press 2 to record an introduction.

Scope: All subscribers per server.

See Advanced Settings tool Help. The setting is called ConversationSubscriber Forward Message Flow (Prompt for Introduction). The Advanced Settings tool is available in Tools Depot.

Full Mailboxes—You can specify that Cisco Unity checks whether a subscriber mailbox is full when an outside caller tries to leave a message for the subscriber. If the mailbox is full, the outside caller will be told that he or she cannot record a message for the subscriber.

Default: Disabled.

Scope: All subscribers and/or outside callers per server.

Greetings: alternate greeting notification, enabling notices, and specifying caller options—Because the alternate greeting overrides all other greetings, subscribers can use the alternate greeting for a variety of special situations, such as vacations, leave of absence, or a holiday. When it is enabled, you can specify that Cisco Unity:

Plays a prompt to remind subscribers that their alternate greeting is enabled.

Transfers callers directly to the alternate greeting without ringing the subscriber phone.

Prevents callers from skipping the greeting.

Prevents callers from leaving messages.

Sends a notice to subscribers when they leave, send, reply to, or forward messages to other subscribers who have their alternate greeting enabled.

Default: Disabled.

Scope: Individual subscribers and/or groups; enabling alternate greeting notices can only be done per server.

Greetings: enabling callers to transfer from subscriber greetings to an alternate contact number—You can set up Cisco Unity so that callers can transfer to an alternate contact number by pressing a key during the greetings for a particular subscriber or a group of subscribers.

Scope: Individual subscribers and/or groups.

Greetings: maximum length—You can set the maximum recording length allowed for subscriber greetings.

Default: 90 seconds.

Scope: Subscriber groups.

Greetings: setting up—You can enable up to five greetings for each subscriber and call handler. You specify how long each greeting is enabled, the greeting source, and the actions that Cisco Unity takes during and after each greeting.

Scope: Individual subscribers and/or groups.

Identified Subscriber Messaging (ISM)—ISM affects what subscribers hear when they call other subscribers from their primary or alternate extensions and are forwarded to the greetings of the subscribers they call. If they then leave a message, ISM affects what the called subscriber hears and can do when listening to the message.

When ISM is enabled, Cisco Unity recognizes that the calling extension is associated with a subscriber and accordingly plays the internal greeting of the called subscriber. Additionally, when the called subscriber later listens to the message, Cisco Unity plays the recorded voice name of the subscriber who left the message and allows the called subscriber to record a reply.

Default: Enabled.

Scope: All subscribers and/or outside callers per server.

For an explanation of how ISM works with remote subscribers, and for information on how to set it up, see the Networking Guide for Cisco Unity or the Networking Guide for Cisco Unity Bridge, as applicable. Both guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_feature_guides_list.html.

Interview handlers—You can specify:

What questions the interview handler asks.

The recipient of the interview response.

The extension (if any) that callers dial to reach the interview handler.

The language in which callers hear system prompts.

Scope: All subscribers and/or outside callers per server.

Language: settings for routing rules and call handlers—You can customize the language settings for routing rules, call handlers, interview handlers, and directory handlers.

Scope: Individual conversation components.

Language: settings for specific subscribers—You can specify which language callers hear when they leave messages for individual subscribers. (This affects prompts such as "Record your message at the tone.")

Scope: Individual subscribers and/or groups.

Language: system prompts—You can specify the default language in which system prompts are played to all subscribers and callers.

Scope: All subscribers and/or outside callers per server.

Language: Text to Speech (TTS)—You can specify the default TTS language that subscribers hear when having their email read to them over the phone.

Scope: Individual subscribers and/or groups.

Leaving messages: enabling and customizing a warning tone (Cisco Unified Communications Manager and SIP phone system integrations only)—You can enable a warning tone to play before the maximum allowable message length of a recording is reached.

You can also customize the tone by recording a WAV file with another tone or a brief message.

Default: Disabled.

Scope: All subscribers and/or outside callers per server.

Leaving messages: enabling a "post-greeting recording"—You can specify whether Cisco Unity plays a recording before allowing callers to leave a message for subscribers assigned to a class of service (COS).

For each COS, you use the Media Master 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."

Default: Disabled.

Scope: Groups of subscribers.

Leaving messages: maximum message length for unidentified callers—You can set the maximum message length allowed to unidentified callers.

Scope: Individual subscribers and/or groups.

Leaving messages: playing the "Record your message at the tone" prompt—You can indicate if you want Cisco Unity to tell callers to record their message after the tone.

Default: Cisco Unity plays the "Record your message at the tone" prompt after playing a subscriber or call handler greeting. Because some subscribers instruct callers when to record their messages in their greetings, callers hear the instruction twice. For this reason, you may want to specify that Cisco Unity does not play the prompt after some or all greetings when callers leave messages for particular subscribers or call handlers in your organization.

Scope: Individual subscribers and/or groups.

Leaving messages: what unidentified callers can do—You can dictate whether the Cisco Unity conversation offers callers the opportunity to edit the messages that they leave for subscribers, and allows them to mark messages urgent or private.

Scope: Individual subscribers and/or groups.

Live Record—Live record allows subscribers to record conversations while they talk to callers.

Default: Disabled.

Scope: All subscribers per server.

Logging off—You can select the destination—such as a call handler, interview handler, subscriber, or directory assistance—that Cisco Unity sends subscribers to when they exit the subscriber conversation.

Scope: Individual subscribers and/or groups.

Logging on—For subscribers on each Cisco Unity server, you can use caller input settings to specify:

Which keys subscribers can press to interrupt a subscriber greeting so that they can log on to Cisco Unity.

What subscribers hear after Cisco Unity prompts them to log on.

Whether they need to enter a password to log on when calling from a known extension or device. (By default, subscribers are always required to enter a password.)

You can also set up cross-server logon for multiple Cisco Unity servers. Cross-server logon allows you to provide subscribers with one phone number that they can call to log on to Cisco Unity from outside your organization.

Scope: Individual subscribers and/or groups for single or networked servers.

Playing messages: disconnected calls—You can specify that messages are marked saved upon hang-up or disconnection. You can also enable Dropped Call Recovery for calls dropped during message playback.

Scope: Individual subscribers and/or groups.

Playing messages: excluding all receipts—You can exclude nondelivery receipts (NDRs) and return (read and delivery) receipts from the list of messages that the Cisco Unity conversation plays for subscribers.

Default: All receipts are included.

Scope: All subscribers per server.

See Advanced Settings tool Help. The setting is called Conversation—Exclude All Receipts From Voice Mail Stack. The Advanced Settings tool is available in Tools Depot.

Playing messages: excluding return receipts—You can exclude return receipts (read and delivery) from the list of messages that are played for subscribers.

Default: Read receipts are included.

Scope: All subscribers per server.

See Advanced Settings tool Help. The setting is called Conversation—Exclude Return Receipts From Voice Mail Stack. The Advanced Settings tool is available in Tools Depot.

Playing messages: fast-forwarding and rewinding messages—You can specify the amount of time that Cisco Unity skips back or ahead in a message when subscribers are listening to messages and they rewind or fast-forward the message.

Default: 5 seconds.

Scope: Individual subscribers and/or groups.

Playing messages: jumping to first or last message—By using the Custom Key Map utility, you can give subscribers the option to jump to the first or last message in the message stack while they are listening to messages.

Scope: Individual subscribers and/or groups.

Playing messages: message playback options—You can dictate whether subscribers hear the Message Type menu, message counts, and timestamps when they check messages, and you can specify the order in which Cisco Unity plays messages.

Scope: Individual subscribers and/or groups.

Playing messages: play new messages automatically—You can specify that Cisco Unity plays new messages after subscribers log on without requiring them to press 1 from the Main menu ("Press 1 for new messages").

Default: New messages are played automatically.

Scope: Individual subscribers and/or groups.

Playing messages: prioritizing received messages—By using the Custom Key Map utility, you can give subscribers the option to toggle the priority of a message from normal to urgent, and vice versa.

Scope: Individual subscribers and/or groups.

Recorded names: maximum recorded name length—You can specify the number of seconds allowed for subscriber recorded names.

Scope: Subscriber groups.

Recording time limits—You can specify:

How much to truncate the end of a recording when a message is terminated with a touchtone.

Silence thresholds before, during, and after recordings.

The number of seconds that Cisco Unity uses as a cutoff for short and long recordings.

The minimum length of recordings, in seconds, for messages or greetings.

Scope: All subscribers and/or outside callers per server.

Replaying messages—You can change the Cisco Unity conversation so that it replays only the message body when a subscriber replays a voice message.

Default: Cisco Unity replays both the summary and the body of the message.

Scope: All subscribers per server.

See Advanced Settings tool Help. The setting is called Conversation—Do Not Replay Message Summary. The Advanced Settings tool is available in Tools Depot.

Replying to messages: "Live Reply"—On each Cisco Unity server, you can enable subscribers to reply to messages from other subscribers and from outside callers by calling them.

You can also enable cross-server live reply to subscribers on networked Cisco Unity servers. Cross-server live reply allows subscribers to "live reply" to messages from subscribers on other Cisco Unity servers in a dialing domain.

Default: Disabled.

Scope: Subscriber groups for single or networked servers.

Responding to phone menus: timeouts for outside callers and subscribers—For outside callers and for each subscriber, you can specify the following:

How long Cisco Unity waits for the caller or subscriber to press a key after playing a menu.

How long Cisco Unity waits for additional key presses after the caller or subscriber has pressed a key when entering subscriber names or extensions to address a message, update passwords, change call transfer or message notification numbers, and the like.

How long Cisco Unity waits for additional key presses after the caller or subscriber has pressed a key that represents the first digit of more than one possible key combination in a particular phone menu. (For example, in the After Message menu for the standard conversation, subscribers can press 4 to reply to a message, 42 to reply to all, or 44 to call the subscriber.) This also applies when subscribers use ## to switch addressing modes.

How many times Cisco Unity repeats a menu if the caller or subscriber has not responded to a menu.

Scope: Outside callers per server. Individual subscribers and/or groups.

Securing voice messages—You can set up secure messaging and enable subscribers to use it. Secure messaging provides security through the use of public/private key encryption for voice messages that subscribers record by using the Cisco Unity conversation.

Voice messages that are marked secure can be played by using the phone interface, Cisco Unity Inbox or Cisco Unity ViewMail for Microsoft Outlook as long as the interfaces can authenticate the subscriber with the Cisco Unity server.

Default: Disabled.

Scope: Outside callers per server. Individual subscribers and/or groups.

Sending messages: address by name or number—You can determine how Cisco Unity prompts subscribers to address messages to other subscribers when they send messages ("Press 2 to send a message"): by entering extensions, by spelling first names, or by spelling last names.

(When spelled name searches are enabled for the server, subscribers can switch between addressing by name and addressing by extension by pressing ## or 00. See also the "Spelled name searches and addressing" section.)

Scope: Individual subscribers and/or groups.

Sending messages: address confirmation—You can alter how Cisco Unity prompts a subscriber to confirm message addressing when they send messages ("Press 2 to send a message").

Scope: All subscribers per server.

Sending messages: addressing order—You can change the order in which Cisco Unity prompts subscribers to address and record messages.

Scope: Individual subscribers and/or groups.

Sending messages: disconnected calls—You can specify whether messages are sent when subscriber hangs up or call is disconnected. You can also enable Dropped Call Recovery for calls dropped while addressing or recording messages.

Scope: Individual subscribers and/or groups.

Sending messages: double-key time interval for addressing—You can adjust the time that Cisco Unity waits for the second # or 0 key when subscribers switch between addressing by name and ID.

Consider changing the interval of time that Cisco Unity uses to interpret the two key presses if subscribers complain that Cisco Unity does not act upon key presses as they expect.

Scope: Individual subscribers and/or groups.

Sending messages: maximum message length for subscribers—You can set the maximum message length allowed to subscribers.

Default: 300 seconds.

Scope: Individual subscribers and/or groups.

Sending messages: public distribution lists—You can specify whether subscribers can send messages to public distribution lists.

Scope: Subscriber groups.

Sending messages: sending a quick message while listening to messages—By using the Custom Key Map utility, you can provide subscribers with the option to send "quick messages." After listening to a message, a subscriber can press the applicable key to quickly switch to the send message conversation to send a message; when the message has been sent, the subscriber is then returned to the message playback conversation.

Scope: Individual subscribers and/or groups.

Sending messages: continuous addressing—You can specify that Cisco Unity allows subscribers to continue adding names after adding a recipient. In this way, you can significantly streamline the addressing process when subscribers send and forward messages to multiple recipients.

Scope: All subscribers per server.

Skipping messages (Optional conversation 1 only)—You can specify whether Cisco Unity saves new messages that subscribers have skipped by pressing # during message playback: as saved messages or as new messages.

Default: Saved as new.

Scope: All subscribers per server.

Skipping messages (standard conversation only)—You can specify whether Cisco Unity fast-forwards to the end of a message or skips to the next message when subscribers press the # key during message playback.

Default: Cisco Unity fast-forwards to the end of the message and then plays the After Message menu. Subscribers press ## to skip to the next message during message playback.

Scope: All subscribers per server.

Speed control: prompts for subscriber conversation—You can specify the speed at which Cisco Unity plays prompts—including recorded voice names, receipts, message headers and footers, and subscriber greetings—to subscribers.

Scope: Individual subscribers and/or groups.

Speed control: subscriber messages—You can specify how fast Cisco Unity plays the body of subscriber messages and recorded introductions for fax messages when subscribers play their messages over the phone.

Note that the speed that you 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 are determined by the prompt speed specified for the Cisco Unity conversation.

Subscribers can use the Media Master to adjust speed of messages that they play by using computer speakers.

Scope: Individual subscribers and/or groups.

Spelled name searches and addressing—You can specify whether Cisco Unity allows subscribers to search for and address messages to other subscribers by spelling names.

Default: Enabled.

Scope: All subscribers per server.

Style of all phone menus—You can specify that subscribers hear the comprehensive instructions offered by the full menus, or that they hear brief menus.

Default: Brief.

Scope: Individual subscribers and/or groups.

Style of Main menus—You can specify the keys mapped for the Main menu options by using the Custom Keypad Mapping utility and assigning subscribers to a custom conversation style.

Scope: Individual subscribers and/or groups.

Style of message-retrieval menus—You can select the conversation style that subscribers hear when they play their messages over the phone. Each style offers a different keypad mapping for the message-retrieval menus, and one even allows you to specify your own keypad mapping. You can also select which conversation styles subscribers can select for themselves by using Cisco Unity Assistant.

Other menus—those that unidentified callers and Cisco Unity subscribers use to change their Cisco Unity settings—are the same for each conversation style.

Default: Standard.

Scope: Individual subscribers and/or groups.

Style of send menus—You can select the style of menus that subscribers hear when they send, reply to, and forward messages over the phone: standard or streamlined.

When you select a send menu style, consider that the streamlined style enables subscribers to use fewer keystrokes to mark messages urgent, request receipts, and perform other tasks. In addition, the streamlined style offers easier navigation of lists when they address messages.

Default: Streamlined.

Scope: Individual subscribers and/or groups.

Transfer and holding options—You can dictate some of what subscribers and unidentified callers hear when Cisco Unity transfers a call from the automated attendant or a directory handler to a subscriber, including what they hear when they are on hold.

For example, depending on how you set up Cisco Unity and the phone system to handle call transfers, you may be able to use call transfer settings to:

Select what Cisco Unity says and does when the subscriber phone is busy.

Determine what Cisco Unity plays when transferring calls.

Set up call screening.

Scope: Individual subscribers and/or groups.

Transfers: across networked servers—Cross-server transfer allows for transfers of calls from the automated attendant or a directory handler of one Cisco Unity server to a subscriber on another Cisco Unity server in the dialing domain.

Scope: All subscribers and/or callers for networked servers.

Transfers: enabling callers to transfer from subscriber greetings to an alternate contact number—You can set up Cisco Unity so that callers can transfer to an alternate contact number by pressing a key during the greetings for a particular subscriber or a group of subscribers.

Scope: Individual subscribers and/or groups.

Transfers: offering "system transfers"—You can set up call handler greetings, subscriber greetings, and/or routing rules to allow subscribers to dial internal phone numbers that are not associated with Cisco Unity subscribers.

By default, Cisco Unity prompts subscribers and callers to confirm the number that they enter before performing the transfer. You can disable the prompt.

Scope: Individual subscribers and/or groups.

Transfers: playing the "Wait while I transfer your call" prompt—You can indicate whether Cisco Unity notifies callers when it transfers a call.

Default: Cisco Unity plays the "Wait while I transfer your call" prompt when it transfers a call to an extension. Some callers do not like hearing the prompt, and for this reason, you may want to specify that Cisco Unity does not play it.

Scope: All subscribers and/or outside callers per server.

Transfers: restricting phone numbers—You can specify which phone numbers subscribers can use for transferring calls.

Scope: Subscriber groups.

TTY—You can install TTY prompts so that subscribers and unidentified callers who use TTY can call Cisco Unity and use the same features that a hearing caller can use, with a few exceptions.

Scope: Individual subscribers and/or groups .

Summary of How Subscribers Can Customize the Cisco Unity 8.x Conversation

Subscribers can customize the Cisco Unity conversation by phone or by using the Cisco Unity Assistant. Table 14-1 details the conversation settings that subscribers can change.

Table 14-1 Settings That Subscribers Can Change 

Settings That Can Be Changed by Using the Cisco Unity Assistant
Settings That Can Be Changed by Using the Phone Menus

Call Holding and Screening1:

Select how Cisco Unity handles indirect calls when the subscriber phone is busy, including placing the caller on hold, prompting the caller to hold or leave a message, and sending the caller directly to the greeting

Select how Cisco Unity handles indirect calls, including telling the subscriber who the call is for, announcing that Cisco Unity is transferring the call, prompting the subscriber to accept or refuse a call, and prompting callers to say their names

Call Holding and Screening1 :

None

Call Transfers2 :

Transfer indirect calls to an extension or send to the greeting

Enable or disable transfer rules

Change extension

Call Transfers2:

Transfer indirect calls to an extension or send to the greeting

Enable or disable transfer rules

Change extension

Enable or disable Follow-Me transfer rules

Caller Options:

Allow callers to edit messages

Allow callers to mark messages urgent

Allow callers to mark messages private

Caller Options:

None

Phone Menu Options:

Set language for Cisco Unity prompts

Select full or brief Cisco Unity conversation menus

Specify the conversation style

Enable or disable the Press-or-Say phone input style

Select the action that Cisco Unity performs when the subscriber calls Cisco Unity, including greeting the subscriber by name, playing messages automatically and announcing the number of new messages by type

Change the speed of prompts, recorded names, and subscriber greetings

Configure timeout settings that apply when responding to phone menus

Phone Menu Options:

Select full or brief Cisco Unity conversation menus

Select standard or streamlined send menus

Enable or disable the Press-or-Say phone input style

Enable or disable the Name Suggest feature

Greetings:

Record a personal greeting

Enable or disable greeting

Specify an expiration date for an enabled greeting

Switch between system prompt and personal greeting

Specify whether callers hear "Record your message at the tone" prompt after greeting

Greetings:

Record a personal greeting

Enable or disable greeting

Specify an expiration date for an enabled greeting

Message Notification:

Enable or disable a notification device, and change its number

Specify dialing options

Select the types of messages and message urgency for which Cisco Unity will call a device

Set up a notification schedule, and specify what happens when a device does not answer, is busy, or fails

Message Notification:

Enable or disable a notification device, and change its number3

Review device settings

Message Playback:

Specify message playback order

Change the time format used for message time stamps

Select the action that Cisco Unity performs when messages are played, including announcing the name and number of the sender who left a message, whether the timestamp is played before or after the message

Specify whether Cisco Unity plays the Message Type menu

Change the speed of messages that are played over the phone4

Specify the amount of time to skip back or ahead when rewinding or fast-forwarding messages

Specify whether Cisco Unity will ask to confirm deletions of new and saved messages

Specify that messages are marked saved upon hang-up or disconnection

Specify that receipts are included in Message Locator searches

Enable Dropped Call Recovery for calls dropped during message playback

Message Playback:

Speed of message as it is played4

Message Addressing and Sending:

Specify Send Menu Style

Specifying the addressing and recording order

Switch between addressing messages to other subscribers by name, or by extension

Specify order for addressing messages by name (last name followed by first name, or vice versa)

Specify that Cisco Unity prompt to confirm addressee by name

Specify that Cisco Unity continue adding names after each addressee

Specify that Cisco Unity send message when subscriber hangs up or call is disconnected

Enable Dropped Call Recovery for calls dropped while addressing or recording messages

Message Addressing and Sending:

Switch between addressing to other subscribers by name or by extension (by pressing ## or 00)5

Personal Settings:

Record a name

Specify a fax delivery number

Change directory listing status

Change password

Specify alternative extensions or devices

Specify an alternate contact number

Personal Settings:

Record a name

Specify fax delivery number

Change directory listing status

Change password

Specify an alternate contact number

Specify whether Cisco Unity greets the subscriber by name when logging on

Specify whether Cisco Unity starts to play new messages automatically when subscribers log on

Private Lists:

Enter a display name

Record a list name

Add and delete members

Private Lists:

Record a list name

Add and delete members

1 Call holding and screening options apply only to incoming calls that were routed to the subscriber from the automated attendant or a directory handler, and not on direct calls. Holding and screening options do not apply when an outside caller or another subscriber dials a subscriber extension directly. In addition, holding and screening options are only available when supervised transfers are enabled.

2 Call transfer options apply only to incoming calls that were routed to the subscriber from the automated attendant or a directory handler, and not on direct calls. Transfer options do not apply when an outside caller or another subscriber dials a subscriber extension directly.

3 The SMS notification setup conversation is available to a subscriber only when the SMS notification device is already assigned to an SMPP provider that is enabled, or when there is only one SMPP provider on the system and it is enabled and is not owned by the subscriber.

4 The speed that you specify for messages does not affect Text to Speech (TTS) messages, receipts, or message headers and footers.

5 Note that this depends on whether you have enabled spelled name addressing.


Using the Custom Keypad Mapping Utility to Customize the Conversation in Cisco Unity 8.x

You can use the Custom Keypad Map utility to specify the keypad mapping that subscribers hear when they access Cisco Unity by phone. The utility allows you to map keys for the Main menu and the message-retrieval menus. You can also use the utility to add and remove menu options and to generate a wallet-sized user card PDF file, which you can give to subscribers.

There are several custom mapping styles available for use. The Custom Key Map utility allows you to reset a Custom Keypad Mapping conversation to the keys used for the standard, Optional 1, Alternate Keypad Mapping N, Alternate Keypad Mapping S, or Alternate Keypad Mapping X conversation. This can be useful when you want to make only a few changes to a conversation. (The Custom Keypad Mapping conversations are based on the standard conversation as a starting point.) You can also reset a Custom Keypad Mapping conversation to the keys that Cisco uses in our internal deployment.

To enable subscribers to hear your customized conversation style, specify one of the Custom Keypad Mapping as the conversation style on the Conversations pages for subscriber templates and for individual subscribers in the Cisco Unity Administrator. Alternatively, you can use the Bulk Edit utility to change the conversation style for multiple subscribers at once. Subscribers can also select the conversation style themselves on the Phone Menu Preferences page in the Cisco Unity Assistant.


Note The Wallet Card wizard is available for producing a PDF file of a wallet card based on your custom keypad mappings and that can be printed for distributing to subscribers. For more details, see the "Overview of Subscriber Orientation in Cisco Unity 8.x" section on page 29-1.


See the following sections for details on features that are only available when using a Custom Keypad Mapping conversation:

Offering Subscribers a "Quick Message" Option

Offering Subscribers the Option to Change the Priority of Messages by Marking Them Urgent or Normal

Offering Subscribers the Option to Jump to the First or Last Message in a Stack

Customizing the Subscriber Setup Options Menu

Offering More Options at the Main Menu

Offering Global Key Presses to Change Conversation Speed

Offering the Option to Revert to Default Message Playback Speed

Offering Subscribers the Option to Delete Introductions on Forwarded Messages

The Custom Keypad Map utility is available in Tools Depot. To learn how to use it, see Custom Keypad Map Help.

Offering Subscribers a "Quick Message" Option

By using the Custom Key Map utility, you can provide subscribers with the option to send "quick messages." After listening to a message, a subscriber can press the applicable key to quickly switch to the send message conversation to send a message; when the message has been sent, the subscriber is then returned to the message playback conversation, to the exact spot in the message stack he or she was in before sending the quick message. When the subscriber presses the quick message key, the conversation announces "sending quick message"; when the message has been sent, the conversation then announces "returning to message" as an audible cue to the subscriber.

This functionality is only available while the After Message menu plays.

Note the following behaviors:

When subscribers send quick messages, they will hear the same send menu style that they normally hear, and the recording and addressing order will be the same.

Subscribers will only be allowed to send a single quick message before being returned to the message playback conversation. If the subscriber wants to send additional quick messages, the applicable quick message key must be pressed again.

Offering Subscribers the Option to Change the Priority of Messages by Marking Them Urgent or Normal

By using the Custom Key Map utility, you can give subscribers the option to toggle the priority of a message from normal to urgent, and vice versa. Subscribers can toggle the message priority during message playback, and also as the After Message menu plays. When the subscriber presses the applicable key, the priority of the current message is toggled: if the message is currently marked urgent, then it will be set to normal priority; if the message is currently marked normal, then it will be set to urgent priority. The conversation announces the new priority setting for the message, and then moves on to the next message in the stack.

Note the following behaviors:

When a subscriber toggles the priority of a message, the "new" or "saved" status of the message does not change.

If the subscriber presses the applicable key to change the priority of a message while listening to it, the conversation will stop playing the message, announce the new priority setting, and then move to the next message, in effect skipping over the message.

The order of messages in the subscriber stack will not be updated to reflect the new priority of the toggled message until the subscriber leaves the stack by hanging up, or by backing out to the main menu.

Offering Subscribers the Option to Jump to the First or Last Message in a Stack

By using the Custom Key Map utility, you can give subscribers the option to jump to the first or last message in the message stack while they are listening to messages. This option is available in the new, saved, and deleted message stacks. While listening to messages, the subscriber presses the applicable key. The conversation then jumps to the requested message, announcing either "first message" or "last message" as an audible cue to the subscriber.

This functionality is available during message playback and also while the After Message menu plays.

Customizing the Subscriber Setup Options Menu

By using the Custom Key Map utility, you can specify whether the following options are offered to subscribers as part of the Setup Options menu:

Greetings

Message Settings

Message Notification

Fax Delivery

Menu Style

Private Lists

Personal Settings

Transfer Settings

When the Greetings, Personal Settings, and Transfer Settings menus are specified, all options in those menus are also included. Only the options in the Message Settings menu can be specified individually.

Offering More Options at the Main Menu

By using the Custom Key Map tool, you can specify whether the following options are added to the Main menu:

Subscriber System Transfer

Greetings Administrator

Broadcast Message Administrator

Offering Global Key Presses to Change Conversation Speed

By using the Custom Key Map utility, you can map keys that when pressed will speed up or slow down either the message or conversation playback. If the keys are pressed during message playback, then the message playback speed is affected. If the keys are pressed during the message header, message footer, or prompt playback, then conversation speed is affected. When subscribers use the key presses to speed up or slow down message or conversation playback by phone, the new speed setting is saved, so that when they next call in, the new speed settings will be used.

These global speed keys are configured on the Globals tab of the Custom Key Map utility.

You must disable the Conversation—Do Not Save Speed Changes Made By Phone setting in the Advanced Settings Tool. If the Conversation—Do Not Save Speed Changes Made By Phone setting is enabled, the global speed keys will be disabled.

Offering the Option to Revert to Default Message Playback Speed

By using the Custom Key Map tool, you can map a key that when pressed during message playback will revert the message playback speed to the default playback speed for the subscriber. This key can be used by subscribers who have changed the playback speed, but want to go back to their default speed while listening to a message.


Note If the Conversation —Do Not Save Speed Changes Made By Phone setting is disabled in the Advanced Settings Tool, the Reset Speed to Default action will reset the speed of message playback to Normal.


Offering Subscribers the Option to Delete Introductions on Forwarded Messages

A subscriber who receives a message that has been forwarded one or more times and that contains one or more recorded introductions can choose to have those prior introductions removed when forwarding the voice message. When subscribers choose to remove prior voice introductions, they can still add their own introductions. The content of the original voice message cannot be removed or altered.

This feature can be enabled in the Custom Keypad Mapping tool by assigning a key to the Forward Without Voice Introductions action on the Message Header, Message Body, Message Footer or After Message Action tabs. By default, no keys are assigned to this action. To use the feature, the subscriber who forwards the message must be assigned to one of the three Custom Keypad Mapping conversations (Custom Key Map, Custom Key Map 2, or Custom Key Map 3) on the applicable Conversation page for the subscriber in the Cisco Unity Administrator. To forward a message without all prior voice introductions, the subscriber uses the key that is assigned to the Forward Without Voice Introduction action; to forward a message and retain all prior voice introductions, the subscriber uses the key that is assigned to the Forward Message action.

Note the following considerations when enabling or using this feature:

Cisco Unity uses a specific file naming scheme for voice-introduction attachments, and this feature removes only the attachments whose names match the naming scheme, based on the format Introduction<number>.wav. The second voice attachment is named Introduction2.wav, the third is named Introduction3.wav, and so on. The first voice attachment is the exception; it always has a name of Introduction.wav. Filenames of Introduction1.wav or Introduction0.wav are never used for voice attachments.

In a Unified Messaging environment, it is possible for subscribers to attach any file of their choosing, including a WAV file, to a message. If the filename of such an attachment matches the naming scheme that Cisco Unity uses for recorded introductions, the attachment will be removed if this feature is used to forward a message. The match is not case sensitive.

You can use the Conversation and CDE micro traces, available through the Unity Diagnostic Tool, to obtain a listing in the AvCsMgr log of the name of each scanned attachment and whether it is being removed or kept.