Configuring Voice Mail
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Table Of Contents
Using New Method of Sending Voice Mail
Configuring the Voice-Mail Application
Sharing Ports Among Applications and Triggers
Required Data for This Procedure
Required Data for This Procedure
Refreshing Message Waiting Indicators
Configuring System-Wide Voice-Mail Parameters
Configuring System-Wide Voice-Mail Parameters for All Voice Mailboxes
Configuring the Ability to Leave Multiple Voice Messages in the Same Session
Configuring the Use of a Voice Mail Summary Prompt during Subscriber Login
Configuring Message Properties (Envelope) Customization
Configuring Whether to Include Only Brief Message Properties
Configuring Whether to Include Day-of-Week Message Properties
Configuring Default Addressing for Sending a Voice Message
Configuring Voice Mail
Last Updated: June 21, 2007
This chapter contains the following procedures for configuring the Cisco Unity Express voice-mail application:
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Using New Method of Sending Voice Mail
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Using New Method of Sending Voice Mail
Before 3.0, there are two ways to leave a message in a mailbox on Cisco Unity Express:
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Now, a user can generate a message and insert it into a specific mailbox without having to log into this mailbox or for an external caller to call this extension to leave the message. To do this, subscribers use a new step in the Editor's voice mail palette called "Send Voice Message." This step requires two inputs:
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Configuring Triggers
After you configure the voice-mail application, you must configure the system must to start the voice-mail application when a specific signal, or trigger, is invoked. The trigger is a telephone number and can be configure for either the SIP or JTAPI subsystems. When a caller dials a specified telephone number, the SIP or JTAPI subsystem starts the voice-mail application. To configure SIP and JTAPI triggers for the voice-mail application, see "Managing Triggers" on page 63.
Cisco Unity Express supports a maximum of 8 SIP triggers for all applications combined. This applies to the CUE-NM-EC, CUE-NM, and the CUE-AIM. See "Advanced Configuration" on page 195 for procedures to configure multiple triggers for an application.
This configuration is required for Cisco Unified CME and Cisco Unified Communications Manager (SRST mode).
Configuring the Voice-Mail Application
After the Cisco Unity Express software is installed on the system, the voice-mail application that ships with Cisco Unity Express must be configured using the procedures described in this section. The application is enabled by default.
To configure the voice-mail access and operator telephone numbers, see "Configuring SIP Triggers for the Applications" on page 63 or "Configuring JTAPI Triggers for the Applications (Cisco Unified CallManager Only)" on page 67.
The commands are used in both EXEC and configuration modes.
Sharing Ports Among Applications and Triggers
One of the parameters that you may configure for the voice-mail and auto-attendant applications is the maximum number of callers who can concurrently access the application at any given time. This parameter, maxsessions, is limited by the number of ports on the Cisco Unity Express module. (See "Recording a Greeting or Prompt File" on page 53 for the number of ports on your module.) For Cisco Unified Communications Manager, the ports are configured using the ctiport command (see "Configuring JTAPI Parameters (Cisco Unified CallManager Only)" on page 48).
Consider your expected call traffic when assigning the number of ports to an application. One application may need more available ports than another, but each application should have at least one port available for incoming calls.
Suppose, for example, that your module has four ports and you assign four to the voice-mail application maxsessions and four to the auto-attendant maxsessions. If four callers access voice-mail simultaneously, no ports will be available for auto-attendant callers. Only when zero, one, two, or three callers access voice-mail simultaneously will at least one port be available for auto-attendant.
Suppose, instead, that you assign three to the voice-mail maxsessions and three to the auto-attendant maxsessions. At no time will one application use up all the ports. If voice-mail has three active calls, one caller can access auto-attendant. A second call to auto-attendant will not go through at that moment.
Similarly, you must assign the maxsessions parameter to each application trigger, which is the telephone number that activates the application's script. The value of the trigger's maxsessions must not exceed the application's maxsessions value.
Required Data for This Procedure
The following information is required to configure the default voice-mail application:
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SUMMARY STEPS
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DETAILED STEPS
Step 1
config t
Example:se-10-0-0-0# config t
Enters configuration mode.
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ccn application voicemail
Example:se-10-0-0-0(config)# ccn application voicemail
Enters application configuration mode for the voice-mail application.
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description "text"
Example:se-10-0-0-0(config-application)# description "Voice Mail"
(Optional) Enters a description of the application. Use double quotes around the text.
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maxsessions number
Example:se-10-0-0-0(config-application)# maxsessions 6
Specifies the number of subscribers who can access this application simultaneously. See "Sharing Ports Among Applications and Triggers" for guidelines on assigning this value.
Step 5
end
Example:se-10-0-0-0(config-application)# end
Exits application configuration mode.
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exit
Example:se-10-0-0-0(config)# exit
Exits configuration mode.
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show ccn application
Example:se-10-0-0-0# show ccn applicationDisplays details about each configured application.
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copy running-config startup-config
Example:se-10-0-0-0# copy running-config startup-config
Copies the configuration changes to the startup configuration.
Example
The following example illustrates the show ccn application output:
se-10-0-0-0# show ccn applicationName: voicemailDescription: Voice MailScript: voicebrowser.aefID number: 1Enabled: yesMaximum number of sessions: 6logoutUri: http://localhost/voicemail/vxmlscripts/m bxLogout.jspuri: http://localhost/voicemail/vxmlscripts/login.vxmlse-10-0-0-0#Configuring Mailboxes
Assign a voice mailbox to a subscriber configured in the Cisco Unity Express database. A mailbox subscriber is either an individual or the owner of a group.
Not all subscribers or extensions require a voice mailbox. To use mailboxes efficiently, consider the function or purpose of the subscriber or extension before assigning the mailbox.
The commands to create or modify a voice mailbox are the same.
This chapter contains the following sections:
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Types of Mailboxes
Cisco Unity Express supports two types of mailboxes:
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Mailbox Properties
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If the mandatory message expiry feature is enabled, the owner must delete the expired messages. If the mandatory message expiry feature is disabled, the owner can delete or save each message.
If a message is saved from the expired messages menu, the expiry timer is restarted for that message.
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Configuring Mailboxes
Follow this procedure to configure voice mailboxes.
Prerequisites
Verify that the users and groups that will have voice mailboxes are configured before using this procedure. If you have not created the users and groups, see "Adding and Modifying a User" on page 98 or "Adding and Modifying a Group" on page 104.
Required Data for This Procedure
System-wide mailbox default values were configured during the installation process. If necessary, modify any of the following values for a specific mailbox:
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Use the show voicemail limits command to display the default values. See "Configuring System-Wide Voice-Mail Parameters" on page 77 for more information about system-wide mailbox default values.
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Examples
The following example configures a mailbox for a subscriber and displays the output of the show commands:
se-10-0-0-0# config tse-10-0-0-0(config)# voice mailbox owner user3se-10-0-0-0(config-mailbox)# description "User 3 mailbox"se-10-0-0-0(config-mailbox)# expiration time 10se-10-0-0-0(config-mailbox)# greeting alternatese-10-0-0-0(config-mailbox)# mailboxsize 480se-10-0-0-0(config-mailbox)# messagesize 120se-10-0-0-0(config-mailbox)# no tutorialse-10-0-0-0(config-mailbox)# zerooutnumber "2100"se-10-0-0-0(config-mailbox)# enablese-10-0-0-0(config-mailbox)# endse-10-0-0-0(config)# exitse-10-0-0-0# show voicemail detail mailbox user3Owner: /sw/local/users/user3Type: PersonalDescription: User 3 mailboxBusy state: idleEnabled: trueMailbox Size (seconds): 480Message Size (seconds): 120Play Tutorial: falseSpace Used (seconds): 0Total Message Count: 0New Message Count: 0Saved Message Count: 0Future Message Count: 0Deleted Message Count: 0Expiration (days): 10Greeting: alternateZero Out Number: 1234Created/Last Accessed: Oct 15 2003 19:31:15 PSTse-10-0-0-0# show voicemail limitsDefault Mailbox Size (seconds): 3000Default Caller Message Size (seconds): 60Maximum Recording Size (seconds): 900Default Message Age (days): 30System Capacity (minutes): 3600Default Prompt Language: en_ENUOperator Telephone: 1000Maximum Broadcast Size (seconds): 300Broadcast Message Age (days): 30Broadcast Message MWI: disabledPlay Caller Id: disabledMandatory Message Expiry: disabledMailbox Selection: last-redirectse-10-0-0-0# show voicemail mailboxesOWNER MSGS NEW SAVE DEL BCST FUTR MSGTIME MBXSIZE USEDuser1 16 16 0 0 4 1 3000 3000 100%user2 16 16 0 0 4 0 3000 3000 100%user3 16 16 0 0 4 2 3000 3000 100%user4 16 16 0 0 4 1 3000 3000 100%se-10-0-0-0# show voicemail mailboxes idle 3OWNER IDLE MSGS MSGTIME MBXSIZE"user1" 10 0 0 3000"user2" 10 0 0 3000"user3" 10 0 0 3000"user4" 10 0 0 3000"user5" 10 0 0 3000"user6" 10 0 0 3000se-10-0-0-0# show voicemail mailboxes idle 20OWNER IDLE MSGS MSGTIME MBXSIZE"user1" 18 0 0 3000se-10-0-0-0# show voicemail detail user user3-- Mailboxes owned --"/sw/local/users/user3" User 3 mailbox-- Mailboxes accessible --se-10-0-0-0# show voicemail usagepersonal mailboxes: 1general delivery mailboxes: 0orphaned mailboxes: 0capacity of voicemail (minutes): 6000allocated capacity (minutes): 8.0message time used (seconds): 0message count: 0average message length (seconds): 0.0greeting time used (seconds): 0greeting count: 0average greeting length (seconds): 0.0total time used (seconds): 0total time used (minutes): 0.0percentage used time (%): 0se-10-0-0-0#Unlocking a Voice Mailbox
If a mailbox becomes locked, the telephone subscriber will hear a message stating that the mailbox is unavailable. Use the voice mailbox unlock command to unlock the mailbox.
Starting in Cisco Unity Express EXEC mode, enter the following command:
voice mailbox unlock {owner name | telephonenumber tel-number}
Example:se-10-0-0-0# voice mailbox unlock owner user3se-10-0-0-0# voice mailbox unlock telephonenumber 50174This command is equivalent to the GUI operation of clicking the Unlock icon under Voice Mail > Mailboxes.
Refreshing Message Waiting Indicators
Occasionally the MWI lights on a subscriber's telephone get out of synchronization with the voice message status of the mailbox. When this condition happens, the MWI light is lit although the mailbox has no new messages or the MWI light is not lit although the mailbox has new messages.
Use the mwi refresh all or mwi refresh telephonenumber command to refresh the MWI lights and to synchronize the mailbox message status and MWI lights. If the subscriber has no messages, the MWI turns off. If the subscriber has voice messages, the MWI light turns on.
Starting in Cisco Unity Express EXEC mode, enter the following command:
mwi refresh all
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mwi refresh telephonenumber tel-number
where tel-number is the telephone number of a specific extension.
Example:se-10-0-0-0# mwi refresh allse-10-0-0-0# mwi refresh telephonenumber 50174This command is equivalent to the GUI operation of clicking the Refresh All or Refresh Selected icons under Voice Mail > Message Waiting Indicators > Refresh.
Configuring System-Wide Voice-Mail Parameters
The following system-wide parameters are configurable for all voice mailboxes.
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After mandatory message expiry is enabled on the system, the TUI does not allow expired messages to be saved or resaved.
The message expiration is calculated using the message delivery time, not the last time the message was saved.
Forwarding messages to oneself is not allowed.
Use the voicemail message mandatory-expiry command or the Defaults > Voice Mail GUI option to enable mandatory message expiry.
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Caution
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For example, suppose caller A calls subscriber B's extension, which forwards the call to subscriber C, who does not answer the phone. The call goes to voice mail. Subscriber B's extension is the OCN and subscriber C's extension is the LRD. If the system is configured with the OCN option, the system stores the message in subscriber B's mailbox. If the system is configured with the LRD option, the system stores the message in subscriber C's mailbox.
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— The OCN option on a Cisco Unified CME system that networks two Cisco Unity Express modules.
— The OCN option on a Cisco Unified Communications Manager system that networks two Cisco Unity Express modules that do not have a configured voice-mail profile.
— The LRD option on a Cisco Unified Communications Manager system that networks two Cisco Unity Express modules.
The Defaults > Voice Mail GUI option also configures mailbox selection.
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Cisco Unity Express 3.1 uses the voice mail box mask feature supported by Cisco Unified Communications Manager. Currently, only Cisco Unified Communications Manager 4.2 supports this feature.
No configuration is required on Cisco Unity Express to use this feature.
If the voice mail box mask is configured on the Cisco Unified Communications Manager, Cisco Unified Communications Manager applies the mask to the number before sending it to Cisco Unity Express. Cisco Unity Express uses this number to find the correct mailbox for the incoming redirected call.
For example, suppose a call comes in for the directory number 7510 and is redirected to Cisco Unity Express voice mail.
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To configure these parameters, see "Configuring System-Wide Voice-Mail Parameters for All Voice Mailboxes". T o configure different values for mailbox size, message length, and expiration date for a specific mailbox, see "Configuring Mailboxes" on page 114.
In addition to configuring the system-wide parameters for all voice mailboxes, you can also configure other system-wide general voice-mail parameters that control:
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To configure these system-wide general voice-mail parameters, see the following sections:
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Configuring System-Wide Voice-Mail Parameters for All Voice Mailboxes
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messagesize messagesize-seconds}6.
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DETAILED STEPS
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config t
Example:se-10-0-0-0# config t
Enters configuration mode.
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voicemail capacity time minutes
Example:se-10-0-0-0(config)# voicemail capacity time 3000
Sets the time value as the system-wide maximum storage space in minutes allowed for all configured mailboxes.
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voicemail message mandatory-expiry
Example:se-10-0-0-0# voicemail message mandatory-expiry
Enables mandatory message expiry.
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system language perferred xx_YY
Example:se-10-0-0-0(config)# system language perferred en_ENU
Specifies the default language used for voice-mail prompts on the local Cisco Unity Express system.
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voicemail default {broadcast expiration time days | expiration time days | language xx_YY | mailboxsize mailboxsize-seconds |
messagesize messagesize-seconds}Example:se-10-0-0-0(config)# voicemail default broadcast expiration time 15
se-10-0-0-0(config)# voicemail default expiration time 30
se-10-0-0-0(config)# voicemail default language en_ENU
se-10-0-0-0(config)# voicemail default mailboxsize 300
se-10-0-0-0(config)# voicemail default messagesize 120
Assigns default values for new individual or general delivery mailboxes. Later these values can be configured to other values for specific mailboxes.
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voicemail operator telephone tel-number
Example:se-10-0-0-0(config)# voicemail operator telephone 9000
Assigns the tel_number value as the voice-mail operator's extension. A mailbox owner dials this extension while in the voice-mail system to reach the voice-mail operator. Do not assign this extension to a group. This extension need not be the same as the auto-attendant operator extension.
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voicemail recording time seconds
Example:se-10-0-0-0(config)# voicemail recording time 300
Assigns the time value in seconds as the maximum recording time for any greeting or message in the voice-mail system. Valid values are 10 to 3600 seconds. The default value is 900 seconds.
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voicemail callerid
Example:se-10-0-0-0(config)#voicemail callerid
Enables playing caller ID information for incoming voice messages.
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voicemail conversation caller recording-prompt
Example:se-10-0-0-0(config)#voicemail conversation caller recording-prompt
Enables playing the prompt to a caller to record a message after the tone. Use the no form of the command to disable playing the prompt.
Step 10
voicemail mailbox-selection {last-redirect | original-called}
Example:se-10-0-0-0(config)# voicemail mailbox-selection last-redirect
Specifies the mailbox in which a forwarded call's message is stored.
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Note
— The OCN option on a Cisco Unified CME system that networks two Cisco Unity Express modules.
— The OCN option on a Cisco Unified Communications Manager system that networks two Cisco Unity Express modules that do not have a configured voice-mail profile.
— The LRD option on a Cisco Unified Communications Manager system that networks two Cisco Unity Express modules.Step 11
exit
Example:se-10-0-0-0(config)# exit
Exits configuration mode.
Step 12
copy running-config startup-config
Example:se-10-0-0-0# copy running-config startup-config
Copies the configuration changes to the startup configuration.
Step 13
show voicemail limits
Example:se-10-0-0-0# show voicemail limits
Displays system-wide voice-mail parameter values.
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show language perferred
Example:se-10-0-0-0# show language perferred
Displays which language the system is configured to use and/or a list of the languages available.
Example
The following example sets voicemail parameters.
se-10-0-0-0# config tse-10-0-0-0(config)# voicemail capacity time 3000se-10-0-0-0(config)# voicemail message mandatory-expiryse-10-0-0-0(config)# voicemail default broadcast message expiration time 10se-10-0-0-0(config)# voicemail default expiration time 15se-10-0-0-0(config)# voicemail default language en_ENUse-10-0-0-0(config)# voicemail mailboxsize 360se-10-0-0-0(config)# voicemail messagesize 120se-10-0-0-0(config)# voicemail operator telephone 8000se-10-0-0-0(config)# voicemail recording time 180se-10-0-0-0(config)# voicemail calleridse-10-0-0-0(config)# voicemail mailbox-selection last-redirectse-10-0-0-0(config)# endse-10-0-0-0The following example displays the output from the show voicemail limits command:
se-10-0-0-0# show voicemail limitsDefault Mailbox Size (seconds): 360Default Caller Message Size (seconds): 120Maximum Recording Size (seconds): 180Default Message Age (days): 15System Capacity (minutes): 3000Default Prompt Language: en_ENUOperator Telephone: 8000Maximum Broadcast Size (seconds): 300Broadcast Message Age (days): 15Broadcast Message MWI: disabledPlay Caller Id: enabledMandatory Message Expiry: enabledMailbox Selection: last-redirectTo display the status of the caller recording-prompt, use the show running-config command. If the prompt has been disabled, the following line appears in the output:
no voicemail conversation caller recording-promptThe show running-config output will not display any status of the prompt if the prompt is enabled.
The following example displays the output from the show system language preferred command:
se-10-0-0-0# show system language preferredPreferred Language: en_USThe following example displays the output fromthe show system language installed command:
se-10-0-0-0# show system language installedInstalled Languages:it_IT - Italian (Italian language pack) (2.3.0.0)es_ES - European Spanish (Spanish language pack) (2.3.0.0)en_US - US English (English language pack) (2.3.0.0)fr_FR - European French (French language pack) (2.3.0.0)ga_IE - Gaelic Irish English (Gaelic Irish language pack) (2.3.0.0)es_CO - Latin American Spanish (Latin American Spanish language pack) (2.3.0.0)es_MX - Mexican Spanish (Mexican Spanish language pack) (2.3.0.0)fr_CA - Canadian French (Canadian French language pack) (2.3.0.0)en_GB - British English (British English language pack) (2.3.0.0)da_DK - Danish (Danish language pack) (2.3.0.0)pt_BR - Brazilian Portuguese (Brazilian Portuguese language pack) (2.3.0.0)de_DE - German (German language pack) (2.3.0.0)ko_KR - Korean (Korean language pack) (2.3.0.0)zh_CN - Mandarin Chinese (Mandarin Chinese language pack) (2.3.0.0)ja_JP - Japanese (Japanese language pack) (2.3.0.0)Configuring the Ability to Leave Multiple Voice Messages in the Same Session
Callers can leave multiple voice message for the same or different subscriber without having to be first transferred to the operator.
You can configure these options by either:
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The voicebrowser.aef script is called when a call lands on voice mail pilot number. This script calls the login.vxml script internally. To pass the options to leave multiple messages as parameters of the calling script, customers can write a new .aef script to use instead of voicebrowser.aef. It is identical to the existing script, except that it will call login.jsp instead of login.vxml. It will pass the two parameters: multMsgsSameMbx and multMsgsDiffMbx. A value of 0 for these parameters means that the option is disabled, a value of 1 means that the option is enabled.
If both the above mentioned methods are used, the values passed in as the script parameters take precedence.
When callers are done leaving their message, they can use this feature by selecting from the following options:
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"To leave another message for this mailbox, press 1"
When callers press 1, they are prompted to record their message.
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"To leave a message for another mailbox on this system, press 2"
"When callers press 2, they are prompted to:
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If both options are disabled or the timeout is exceeded, the call is not prompted for any input and is then either:
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Configuring the Use of a Voice Mail Summary Prompt during Subscriber Login
Version 3.1 provides a system-wide configuration option to enable subscribers to play a summary of the new messages in the corresponding General Delivery Mailboxes (GDMs) during login. This option is applicable only to users, not to GDMs. You can configure this option using either the CLI or the GUI.
This option is disabled by default. When the option is disabled, the behavior is the same as in previous versions. Before 3.0, for a subscriber to see if there were any new messages in their associated GDMs, they would have to access an individual GDM by pressing 9 when they logged into their mailbox.
When this option is enabled, users hear a prompt that explains how many messages they have and how many of those messages are urgent. If a GDM has a spoken name, it is included in the message. Otherwise, the mailbox extension is included in the message. After this point, the functionality is the same as in previous versions.
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Configuring Message Properties (Envelope) Customization
This feature enables you to customize voice mail message playback preferences, such as which message properties subscribers hear when they retrieve a message using the TUI. These message properties are also commonly known as the message envelope.
By default, Cisco Unity Express plays all message properties. The message properties consist of the sender information, date and time of when the message was sent, reception date and time (if the message was received later than 30 minutes after it was sent), and other details such as the message number, type, priority. With this feature, you can customize the message playback to exclude information on the sender, date and time, and the day of week that the message was sent.
You can only customize the message properties of regular (new/saved/deleted) messages. You cannot customize Non-Delivery Receipts (NDR), Delayed Delivery Receipts (DDR), and broadcast messages because all available envelope information is essential in understanding those messages.
The following sections describe how to configure the following two options for configuring message properties:
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Configuring Whether to Include Only Brief Message Properties
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Configuring Whether to Include Day-of-Week Message Properties
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Configuring Default Addressing for Sending a Voice Message
Prior to 3.0, you could not specify whether voice messages were addressed by name or extension at the system level for all the features. With 3.1, the default setting is the same as the previous version, which is to address the message by name.
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