System Administration Guide for Cisco Unity Release 5.x (With IBM Lotus Domino) - Messaging and Default Accounts Overview [Cisco Unity]

Table Of Contents

Messaging and Default Accounts Overview

About Default Accounts

About Message Handling

How Cisco Unity Handles New Messages

How Cisco Unity Handles Full Mailboxes

How Cisco Unity Handles Messages Without a Specific Recipient

How Cisco Unity Handles Private Messages

Messaging and Default Accounts Overview

Cisco Unity uses default accounts to provide example configurations for a subscriber and for an administrator; to provide an owner for the default entities that are involved in message handling, such as call handlers and distribution lists; and to serve as members of default classes of service.

See the following sections:

•About Default Accounts

•About Message Handling

–How Cisco Unity Handles New Messages

–How Cisco Unity Handles Full Mailboxes

–How Cisco Unity Handles Messages Without a Specific Recipient

–How Cisco Unity Handles Private Messages

About Default Accounts

During the installation of Cisco Unity, the installer is asked to choose the account that will be used to administer Cisco Unity. The purpose of this account is to allow administrator access to the Cisco Unity Administrator for initial setup. (See the "About the Accounts That Can Be Used to Administer Cisco Unity" section on page 2-1 for more information about administrative accounts.)

In addition to the account used to access the Cisco Unity Administrator, Cisco Unity creates several other default accounts and public distribution lists that you use when setting up the system. The Cisco Unity default accounts are detailed below.

Example Administrator

During installation, Cisco Unity creates the Example Administrator account based on the {Default Administrator} template. The account is assigned to the Default Administrator class of service, which offers the highest level of system access.

The Example Administrator has a Domino Person document and an Active Directory account. The account short name is EAdmin, and the default extension is 99999. The Example Administrator does not have a phone password, as logging on to Cisco Unity by phone is not allowed for this account.

The Example Administrator account serves as a default owner, message recipient, and member of the following Cisco Unity entities:

•Unaddressed Messages distribution list (by default, the Example Administrator is the only member of this distribution list)

•All Subscribers distribution list

•Operator call handler

•Opening Greeting call handler

•Goodbye call handler

•Example Interview call handler

•Default Directory handler

•Default Administrator Class of Service (by default the Example Administrator is the only account with this class of service)

The Example Administrator subscriber account cannot be deleted from the Cisco Unity Administrator. In fact, the account includes the instructions "Do Not Delete" as part of the subscriber name. However, the account can be deleted if necessary, by using SQL Server and Domino tools. For example, you might want to delete the account if the licensed subscriber limit has been reached, or if the account is perceived to be a security hazard even with a strong password.

Do not delete the Example Administrator account unless you have finished assigning the appropriate subscriber(s) or public distribution list(s) as message recipients or members (as applicable) of the Cisco Unity entities with which the account is associated. For more information on the impact of deleting the Example Administrator account, see the "Deleting Subscriber Accounts" section on page 21-21.

Unity Messaging System

The Unity Messaging System account sends notification when a Cisco Unity report is complete. This account also acts as a surrogate sender for messages from unidentified callers. Thus, subscriber messages from unidentified callers are identified as coming from the Unity Messaging System mailbox. This account also receives nondelivery receipts (NDRs) for voice messages that cannot be delivered, which it then forwards to the public distribution list called Unaddressed Messages.

The short name for this account is Unity_<Servername>. The account cannot be seen in the Cisco Unity Administrator, but the account is created and the associated Domino Person document appears in the Domino Administrator. This account does not have a phone password, as logging on to Cisco Unity by phone is not allowed for this account. The mailbox has the display name Unity Messaging System.

About Message Handling

See the following sections:

•How Cisco Unity Handles New Messages

•How Cisco Unity Handles Full Mailboxes

•How Cisco Unity Handles Messages Without a Specific Recipient

•How Cisco Unity Handles Private Messages

How Cisco Unity Handles New Messages

When a subscriber listens to a new message, depending on the action that the subscriber takes while listening, Cisco Unity will either mark the message as read, or will leave the message marked as a new message.

For a new message, the following actions by the subscriber either during or after message playback will mark the message as read:

•Save

•Delete

•Skip message, mark as saved

•Hang-up (Note however that the message is marked as read only if the Mark a Message as Saved Upon Hang-up or Disconnection setting is enabled for the subscriber; otherwise, the message is marked as new)

For a new message, the following actions by the subscriber either during or after message playback will leave the message marked as new:

•Reply (and reply to all)

•Forward

•Skip message, save as new

•Skip message, save as is

•Play message properties

•Toggle urgent flag

•Play previous message

•Play next message

•Play first message

•Play last message

•Find a message by number

•Send quick message

•Call the subscriber (live reply)

•Hang-up (Note however that the message is marked as new only if the Mark a Message as Saved Upon Hang-up or Disconnection setting is disabled for the subscriber; if the setting is enabled, the message is marked as read)

How Cisco Unity Handles Full Mailboxes

This section explains what Cisco Unity subscribers and callers experience when subscribers have full mailboxes.

What Subscribers Experience When Their Mail Files Exceed Their Quotas

IBM Lotus Domino allows you to set database size quotas for user mail files. If a mail file exceeds its storage quota, a warning message is sent, and can be seen in the Misc Events view of Log.nsf. By default, the Domino mail router does not obey the database size quotas. You must configure it to obey quotas. Refer to your Domino documentation for details.

When subscriber mailboxes exceed the quota for user mail files, subscribers are prohibited from sending and receiving messages. Cisco Unity notifies subscribers when they log on to Cisco Unity by phone and when they attempt to send a message, by playing the prompt, "Your Inbox is full. You cannot send or receive new messages. Delete some messages now."

For ways in which you and subscribers can manage subscriber mailbox size, see the "Best Practices for Managing Subscriber Mailbox Size" section in the "Configuring Cisco Unity for Maintenance Tasks" chapter of the Maintenance Guide for Cisco Unity.

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

What Callers Experience When a Subscriber Mailbox Has Reached the Prohibit Send and Receive Limit

By default, Cisco Unity does not check whether a subscriber mailbox has exceeded the quota for user mail files before allowing a caller to leave a message, although Cisco Unity does check before sending the message to the subscriber mailbox. If the subscriber mailbox is no longer allowed to receive messages, Cisco Unity handles the message as follows:

•If the message was left by an unidentified caller, Cisco Unity sends the message to the Unaddressed Messages distribution list, which should be monitored by the Cisco Unity system administrator or another subscriber.

Note that if the mailbox(es) of the subscriber(s) who are assigned to check the Unaddressed Messages list exceed the quota for user mail files that is specified in Domino, the messages that are sent to the Unaddressed Messages distribution list are lost.

•If the message was left by another subscriber, Cisco Unity sends a nondelivery receipt (NDR) message to the subscriber who left the message.

Cisco Unity can be set to check whether a subscriber mail file has exceeded its storage quota when an outside caller tries to leave a message for the subscriber.In this circumstance, when the mailbox is full, the outside caller hears the following prompt: "You cannot record a message for <Subscriber>. This mailbox is full." After playing the prompt, Cisco Unity transfers the caller back to the Opening Greeting and logs the following message to the Windows Application Event log: "The mailbox for [Alias: subscriber alias] is full. The subscriber cannot send or receive new voice messages until mailbox size is reduced. Mailbox size limits are specified in the message store, not Cisco Unity."

To enable Cisco Unity to check whether a subscriber mailbox is full when an outside caller tries to leave a message for the subscriber, you edit two registry keys:

•A key to allow you to specify that Cisco Unity will check whether a subscriber mailbox is full when an outside caller wants to leave a message.

•A key to allow you to enable or disable the prompt that informs callers that they cannot leave a message when the mailbox is full.

See the following "To Enable the Full-Mailbox Check and Prompt for Outside Callers" procedure for detailed instructions. Note that enabling full-mailbox checks for outside callers does not affect how Cisco Unity handles messages from other Cisco Unity subscribers to a full mailbox. Also, Cisco Unity behaves as if the full-mailbox check feature is disabled in the following circumstances:

•When an outside caller leaves a message for a call handler whose recipient is a distribution list (for example, the default recipient for the Operator call handler is the Unaddressed Messages list).

•When an outside caller leaves a message for an interview handler.

Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.

To Enable the Full-Mailbox Check and Prompt for Outside Callers

Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Conversation—Full Mailbox Check Feature.

Step 4 In the New Value list, click 1, and then click Set.

Step 5 When prompted, click OK.

Step 6 In the Unity Settings pane, click Conversation—Full Mailbox Check Prompt.

Step 7 In the New Value list, click 1, and then click Set.

Step 8 When prompted, click OK.

You do not need to restart Cisco Unity to enable the registry changes.

Step 9 Click Exit.

How Cisco Unity Handles Messages Without a Specific Recipient

In some situations, messages left in Cisco Unity are not associated with a specific recipient; these messages must be screened and routed to the applicable subscriber or call handler. A subscriber should be assigned the responsibility of reviewing these messages frequently.

Such messages are left as follows:

Unaddressed Messages Distribution List

Messages that cannot be delivered because the network or a server assigned to a subscriber goes down are forwarded to the Unaddressed Messages distribution list. By default, this distribution list contains the Example Administrator as its only member.

To route these messages properly, ensure that the Unaddressed Messages distribution list has at least one member (such as the operator) who will monitor the mailbox and handle messages that cannot be delivered. (See the "To Add Subscribers to the Unaddressed Messages Distribution List" procedure for instructions.)

Operator, Opening Greeting, and Goodbye Call Handlers

When a caller to Cisco Unity dials the operator and no operator is available, the caller can leave a message, depending on the call transfer settings for the Operator call handler. Call transfer settings in the Opening Greeting and Goodbye call handlers also can allow callers to leave a message. By default, messages left in any of these call handlers are sent to the Unaddressed Messages distribution list.

Example Interview

When callers are routed to the Example Interview, which gathers basic information about who they are and who they are trying to reach, the answers to the questions are routed by default to the Example Administrator. If you want these messages to be routed to another recipient, choose a subscriber (such as the operator) or a distribution list as the recipient.

To Add Subscribers to the Unaddressed Messages Distribution List

Step 1 In the Cisco Unity Administrator, go to any Subscribers > Public Distribution Lists page.

Step 2 Click the Find icon.

Step 3 Double-click the Unaddressed Messages distribution list.

Step 4 Change settings as applicable, and then click the Save icon.

How Cisco Unity Handles Private Messages

Messages marked private cannot be forwarded by phone. This includes any voice message that a Cisco Unity subscriber marked private, and as applicable, any e-mail message that a subscriber or another sender marked with the "Do Not Copy" mail option in IBM Lotus Notes.

	System Administration Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
	Messaging and Default Accounts Overview
System Administration Guide for Cisco Unity Release 5.x (With IBM Lotus Domino) Index Preface Accessing and Using the Cisco Unity Administrator Managing Cisco Unity Administrator Accounts Call Management Overview Managing Call Handlers Managing Directory Handlers Managing Interview Handlers Managing Restriction Tables Messaging and Default Accounts Overview Managing Account Policy Settings Managing Languages Managing System-Wide Settings Managing Phone View Features and Remote Message Monitor Managing Network Settings Cisco Unity Conversation Overview Managing System-Wide Conversation Settings Managing Conversation Settings That Are Controlled by Class of Service Managing Conversation Settings That Are Controlled by Subscriber or Subscriber Template Settings Managing Voice-Recognition Features Managing Classes of Service Managing Subscriber Templates Managing Subscriber Accounts Setting Up Features That Are Controlled by Subscriber or Subscriber Template Settings Setting Up Message Notifications Setting Up Broadcast Messaging Managing Distribution Lists Setting Up the Cisco Unity Greetings Administrator Recording Greetings and Names Setting Up Subscriber Workstations Subscriber Orientation	Download this chapter Messaging and Default Accounts Overview Download the complete book PDF Version of the Entire Guide (PDF - 3 MB) Table Of Contents Messaging and Default Accounts Overview About Default Accounts About Message Handling How Cisco Unity Handles New Messages How Cisco Unity Handles Full Mailboxes How Cisco Unity Handles Messages Without a Specific Recipient How Cisco Unity Handles Private Messages Messaging and Default Accounts Overview Cisco Unity uses default accounts to provide example configurations for a subscriber and for an administrator; to provide an owner for the default entities that are involved in message handling, such as call handlers and distribution lists; and to serve as members of default classes of service. See the following sections: •About Default Accounts •About Message Handling –How Cisco Unity Handles New Messages –How Cisco Unity Handles Full Mailboxes –How Cisco Unity Handles Messages Without a Specific Recipient –How Cisco Unity Handles Private Messages About Default Accounts During the installation of Cisco Unity, the installer is asked to choose the account that will be used to administer Cisco Unity. The purpose of this account is to allow administrator access to the Cisco Unity Administrator for initial setup. (See the "About the Accounts That Can Be Used to Administer Cisco Unity" section on page 2-1 for more information about administrative accounts.) In addition to the account used to access the Cisco Unity Administrator, Cisco Unity creates several other default accounts and public distribution lists that you use when setting up the system. The Cisco Unity default accounts are detailed below. Example Administrator During installation, Cisco Unity creates the Example Administrator account based on the {Default Administrator} template. The account is assigned to the Default Administrator class of service, which offers the highest level of system access. The Example Administrator has a Domino Person document and an Active Directory account. The account short name is EAdmin, and the default extension is 99999. The Example Administrator does not have a phone password, as logging on to Cisco Unity by phone is not allowed for this account. The Example Administrator account serves as a default owner, message recipient, and member of the following Cisco Unity entities: •Unaddressed Messages distribution list (by default, the Example Administrator is the only member of this distribution list) •All Subscribers distribution list •Operator call handler •Opening Greeting call handler •Goodbye call handler •Example Interview call handler •Default Directory handler •Default Administrator Class of Service (by default the Example Administrator is the only account with this class of service) The Example Administrator subscriber account cannot be deleted from the Cisco Unity Administrator. In fact, the account includes the instructions "Do Not Delete" as part of the subscriber name. However, the account can be deleted if necessary, by using SQL Server and Domino tools. For example, you might want to delete the account if the licensed subscriber limit has been reached, or if the account is perceived to be a security hazard even with a strong password. Do not delete the Example Administrator account unless you have finished assigning the appropriate subscriber(s) or public distribution list(s) as message recipients or members (as applicable) of the Cisco Unity entities with which the account is associated. For more information on the impact of deleting the Example Administrator account, see the "Deleting Subscriber Accounts" section on page 21-21. Unity Messaging System The Unity Messaging System account sends notification when a Cisco Unity report is complete. This account also acts as a surrogate sender for messages from unidentified callers. Thus, subscriber messages from unidentified callers are identified as coming from the Unity Messaging System mailbox. This account also receives nondelivery receipts (NDRs) for voice messages that cannot be delivered, which it then forwards to the public distribution list called Unaddressed Messages. The short name for this account is Unity_<Servername>. The account cannot be seen in the Cisco Unity Administrator, but the account is created and the associated Domino Person document appears in the Domino Administrator. This account does not have a phone password, as logging on to Cisco Unity by phone is not allowed for this account. The mailbox has the display name Unity Messaging System. About Message Handling See the following sections: •How Cisco Unity Handles New Messages •How Cisco Unity Handles Full Mailboxes •How Cisco Unity Handles Messages Without a Specific Recipient •How Cisco Unity Handles Private Messages How Cisco Unity Handles New Messages When a subscriber listens to a new message, depending on the action that the subscriber takes while listening, Cisco Unity will either mark the message as read, or will leave the message marked as a new message. For a new message, the following actions by the subscriber either during or after message playback will mark the message as read: •Save •Delete •Skip message, mark as saved •Hang-up (Note however that the message is marked as read only if the Mark a Message as Saved Upon Hang-up or Disconnection setting is enabled for the subscriber; otherwise, the message is marked as new) For a new message, the following actions by the subscriber either during or after message playback will leave the message marked as new: •Reply (and reply to all) •Forward •Skip message, save as new •Skip message, save as is •Play message properties •Toggle urgent flag •Play previous message •Play next message •Play first message •Play last message •Find a message by number •Send quick message •Call the subscriber (live reply) •Hang-up (Note however that the message is marked as new only if the Mark a Message as Saved Upon Hang-up or Disconnection setting is disabled for the subscriber; if the setting is enabled, the message is marked as read) How Cisco Unity Handles Full Mailboxes This section explains what Cisco Unity subscribers and callers experience when subscribers have full mailboxes. What Subscribers Experience When Their Mail Files Exceed Their Quotas IBM Lotus Domino allows you to set database size quotas for user mail files. If a mail file exceeds its storage quota, a warning message is sent, and can be seen in the Misc Events view of Log.nsf. By default, the Domino mail router does not obey the database size quotas. You must configure it to obey quotas. Refer to your Domino documentation for details. When subscriber mailboxes exceed the quota for user mail files, subscribers are prohibited from sending and receiving messages. Cisco Unity notifies subscribers when they log on to Cisco Unity by phone and when they attempt to send a message, by playing the prompt, "Your Inbox is full. You cannot send or receive new messages. Delete some messages now." For ways in which you and subscribers can manage subscriber mailbox size, see the "Best Practices for Managing Subscriber Mailbox Size" section in the "Configuring Cisco Unity for Maintenance Tasks" chapter of the Maintenance Guide for Cisco Unity. The Maintenance Guide for Cisco Unity is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html. What Callers Experience When a Subscriber Mailbox Has Reached the Prohibit Send and Receive Limit By default, Cisco Unity does not check whether a subscriber mailbox has exceeded the quota for user mail files before allowing a caller to leave a message, although Cisco Unity does check before sending the message to the subscriber mailbox. If the subscriber mailbox is no longer allowed to receive messages, Cisco Unity handles the message as follows: •If the message was left by an unidentified caller, Cisco Unity sends the message to the Unaddressed Messages distribution list, which should be monitored by the Cisco Unity system administrator or another subscriber. Note that if the mailbox(es) of the subscriber(s) who are assigned to check the Unaddressed Messages list exceed the quota for user mail files that is specified in Domino, the messages that are sent to the Unaddressed Messages distribution list are lost. •If the message was left by another subscriber, Cisco Unity sends a nondelivery receipt (NDR) message to the subscriber who left the message. Cisco Unity can be set to check whether a subscriber mail file has exceeded its storage quota when an outside caller tries to leave a message for the subscriber.In this circumstance, when the mailbox is full, the outside caller hears the following prompt: "You cannot record a message for <Subscriber>. This mailbox is full." After playing the prompt, Cisco Unity transfers the caller back to the Opening Greeting and logs the following message to the Windows Application Event log: "The mailbox for [Alias: subscriber alias] is full. The subscriber cannot send or receive new voice messages until mailbox size is reduced. Mailbox size limits are specified in the message store, not Cisco Unity." To enable Cisco Unity to check whether a subscriber mailbox is full when an outside caller tries to leave a message for the subscriber, you edit two registry keys: •A key to allow you to specify that Cisco Unity will check whether a subscriber mailbox is full when an outside caller wants to leave a message. •A key to allow you to enable or disable the prompt that informs callers that they cannot leave a message when the mailbox is full. See the following "To Enable the Full-Mailbox Check and Prompt for Outside Callers" procedure for detailed instructions. Note that enabling full-mailbox checks for outside callers does not affect how Cisco Unity handles messages from other Cisco Unity subscribers to a full mailbox. Also, Cisco Unity behaves as if the full-mailbox check feature is disabled in the following circumstances: •When an outside caller leaves a message for a call handler whose recipient is a distribution list (for example, the default recipient for the Operator call handler is the Unaddressed Messages list). •When an outside caller leaves a message for an interview handler. Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. To Enable the Full-Mailbox Check and Prompt for Outside Callers Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon. Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool. Step 3 In the Unity Settings pane, click Conversation—Full Mailbox Check Feature. Step 4 In the New Value list, click 1, and then click Set. Step 5 When prompted, click OK. Step 6 In the Unity Settings pane, click Conversation—Full Mailbox Check Prompt. Step 7 In the New Value list, click 1, and then click Set. Step 8 When prompted, click OK. You do not need to restart Cisco Unity to enable the registry changes. Step 9 Click Exit. How Cisco Unity Handles Messages Without a Specific Recipient In some situations, messages left in Cisco Unity are not associated with a specific recipient; these messages must be screened and routed to the applicable subscriber or call handler. A subscriber should be assigned the responsibility of reviewing these messages frequently. Such messages are left as follows: Unaddressed Messages Distribution List Messages that cannot be delivered because the network or a server assigned to a subscriber goes down are forwarded to the Unaddressed Messages distribution list. By default, this distribution list contains the Example Administrator as its only member. To route these messages properly, ensure that the Unaddressed Messages distribution list has at least one member (such as the operator) who will monitor the mailbox and handle messages that cannot be delivered. (See the "To Add Subscribers to the Unaddressed Messages Distribution List" procedure for instructions.) Operator, Opening Greeting, and Goodbye Call Handlers When a caller to Cisco Unity dials the operator and no operator is available, the caller can leave a message, depending on the call transfer settings for the Operator call handler. Call transfer settings in the Opening Greeting and Goodbye call handlers also can allow callers to leave a message. By default, messages left in any of these call handlers are sent to the Unaddressed Messages distribution list. Example Interview When callers are routed to the Example Interview, which gathers basic information about who they are and who they are trying to reach, the answers to the questions are routed by default to the Example Administrator. If you want these messages to be routed to another recipient, choose a subscriber (such as the operator) or a distribution list as the recipient. To Add Subscribers to the Unaddressed Messages Distribution List Step 1 In the Cisco Unity Administrator, go to any Subscribers > Public Distribution Lists page. Step 2 Click the Find icon. Step 3 Double-click the Unaddressed Messages distribution list. Step 4 Change settings as applicable, and then click the Save icon. How Cisco Unity Handles Private Messages Messages marked private cannot be forwarded by phone. This includes any voice message that a Cisco Unity subscriber marked private, and as applicable, any e-mail message that a subscriber or another sender marked with the "Do Not Copy" mail option in IBM Lotus Notes.
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