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System Administration Guide for Cisco Unity Release 5.x (With Microsoft Exchange)
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Index
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Preface
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Accessing and Using the Cisco Unity Administrator
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Managing Cisco Unity Administrator Accounts
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Call Management Overview
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Managing Call Handlers
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Managing Directory Handlers
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Managing Interview Handlers
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Managing Restriction Tables
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Messaging and Default Accounts Overview
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Managing Account Policy Settings
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Managing Languages
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Managing System-Wide Settings
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Managing Phone View Features and Remote Message Monitor
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Managing Network Settings
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Cisco Unity Conversation Overview
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Managing System-Wide Conversation Settings
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Managing Conversation Settings That Are Controlled by Class of Service
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Managing Conversation Settings That Are Controlled by Subscriber or Subscriber Template Settings
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Managing Voice-Recognition Features
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Managing Classes of Service
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Managing Subscriber Templates
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Managing Subscriber Accounts
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Setting Up Features That Are Controlled by Subscriber or Subscriber Template Settings
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Setting Up Message Notifications
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Setting Up Broadcast Messaging
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Managing Distribution Lists
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Setting Up the Cisco Unity Greetings Administrator
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Recording Greetings and Names
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Setting Up Subscriber Workstations
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Subscriber Orientation
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Table Of Contents
Setting Up Cisco Unity to Remap Extension Numbers
Working With Cisco Unity Music on Hold
Managing System-Wide Settings
See the following sections in this chapter:
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Voice Messaging Port Settings
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Authentication Settings
Authentication settings dictate the logon and lockout policy that applies when subscribers access Cisco Unity by using the Cisco Personal Communications Assistant (PCA). If the Cisco Unity Administrator and the Status Monitor use the Anonymous authentication method, the policy that you specify on the System > Authentication page also applies when subscribers use the Cisco Unity Administrator or the Status Monitor to access Cisco Unity.
Changes to authentication settings affect all Cisco Unity subscribers. You cannot change authentication settings for individual subscriber accounts, though you can lock out individual subscriber accounts to prevent subscribers from using the Cisco PCA, the Cisco Unity Administrator, or the Status Monitor to access Cisco Unity.
Related Documentation
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The Security Guide for Cisco Unity is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.
Note that authentication settings represent a different logon and lockout policy from the one that applies when subscribers access Cisco Unity by phone. For information on setting up the account policy that applies when subscribers access Cisco Unity by phone, see the "Managing Account Policy Settings" chapter.
Voice Messaging Port Settings
Each voice messaging port on the Cisco Unity server can be set to perform one or more of these functions:
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You can adjust the maximum number of rings that Cisco Unity waits for when making these dial-out calls. See the Advanced Settings tool Help (in the Unity Settings list, click Administration—Set Maximum Number of Rings to Wait for TRAP Calls). The Advanced Settings tool is available in Tools Depot.
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The number of voice messaging ports set for answering and dialing out depends on many factors, such as:
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Each voice messaging port can be set to perform more than one function (for example, to answer calls and to dial out message notifications). When the voice messaging ports perform more than one function and are very active (for example, answering many calls), the other functions may be delayed until the voice messaging port is free (for example, MWIs cannot be turned on until there are fewer calls to answer). For best performance, use the first voice messaging ports only for incoming calls and the last ports only for dialing out. This eliminates the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity takes the port off-hook to dial out.
In a typical installation, the installer sets up voice messaging ports for Cisco Unity, but you can modify them on the Ports page. Before changing port settings, however, monitor the voice messaging port activity. See the Port Usage Analyzer, available in Tools Depot.
Note
Remapping Extension Numbers
Remapping Feature Overview
The extension remapping feature lets you convert to the extensions of your choice the calling numbers and forwarding numbers of calls handled by Cisco Unity. This feature is useful, for example, when the phone system cannot map multiple extension numbers on a subscriber phone to a single Inbox.
Remapping can change one or both of the following extension numbers in a call:
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Setting Up Cisco Unity to Remap Extension Numbers
This section includes a procedure for enabling the remapping feature. You can create multiple files in either or both of two directories:
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When you create remapping instructions in a .exm file in a directory, Cisco Unity remaps only the type of extension number that the directory is named for. For example, if you want to remap only the extensions that Cisco Unity provides with calls it forwards, you enter the instructions in a .exm file in the Forwarding directory; in this circumstance, the Calling directory needs no .exm file.
In each directory, you can have several .exm files with different file names but with the same .exm extension. This helps you to organize the remapping information. For example, you could create two files in a directory: Ports_1-12.exm and Ports_13-24.exm. Cisco Unity reads all files that have the .exm extension in these directories.
To Remap Extension Numbers
Step 1
Step 2
Step 3
For an example, open the file Sample.txt in the CommServer\IntLib\ExtensionMapping directory.
Caution
Step 4
A .exm file can have only one [Range] section.
Step 5
For example, you might enter:
ports=1,2,5-34
Step 6
A .exm file can have only one [Number Mappings] section.
Step 7
See the remapping rule examples in the following "Syntax and Examples" section. The rule format is:
<original number>, <new number>
The rules cannot include spaces between digits. However, the numbers must be separated by a comma and a single space. Wildcard characters cannot appear at the beginning of a number.
Step 8
Step 9
Step 10
Step 11
Step 12
Syntax and Examples
Table 11-1 shows the wildcard characters you can use in the .exm files.
Table 11-1 Wildcard Characters
*
Matches zero or more digits.
?
Matches exactly one digit. Use ? as a placeholder for a single digit.
Table 11-2 gives examples for the syntax and results of rules in the .exm files.
Cisco Unity executes rules in the order they appear in the .exm file. For example, the .exm file might contain the following rules:
1234, 1189
3189, 1189
4189, 1189
123?, 8891The extension 1234 would be remapped to 1189 while extensions 1233 and 1235 would be remapped to 8891, because the rule mapping 1234 appears earlier.
An .exm file might contain the following:
[Range]
ports=1,2,5-34
[Number Mappings]
2189, 1189
3189, 1189
4189, 1189
8???, 9???Working With Cisco Unity Music on Hold
When Music on Hold is enabled, what callers on hold hear depends on the phone system.
The default wait time in the holding queue for the second and subsequent callers is approximately 30 seconds, and is based on the playing time of the music on hold system prompt WAV files. Cisco Unity plays each of the music on hold files in sequence, beginning with the file PHHoldMusic009.wav. If the caller presses 1 to continue to hold, Cisco Unity loops back to the first file, PHHoldMusic000.wav, then plays the next sequentially-numbered file if the caller wants to continue to hold, and so on.
To increase the holding queue wait time for the second and subsequent callers in the call holding queue, re-record the following ten prompts: PHHoldMusic000.wav through PHHoldMusic009.wav, located in the \CommServer\Localize\Prompts\<Language>\<Codec>\AvPHGreet directory. You can use the same music source for each of the prompts, or choose different music for each prompt. If you do not have an automatic call distribution or other call center product installed, you can record custom messages at the beginning or at the end of the music for several of the prompts, for example, "Your call is important to us. We apologize for the delay. A representative will be with you shortly," or a brief message advertising your products. The playing time for each of these WAV files should be approximately the same, and be from 45 to 120 seconds in length. Be sure to record and test all ten prompts. If any of the ten PHHoldMusic WAV files are missing, callers will hear the fail-safe conversation and be unable to continue holding.
Be aware that subsequent callers in the holding queue cannot advance while a particular WAV file is playing; Cisco Unity takes action on the call at the end of the playing of each WAV file. Therefore, we recommend that you keep the playing time for each of the prompts to the minimum amount of time that meets the needs of your site. (Note, however, that the first caller on hold will be transferred to the extension at whatever point it becomes available.)
Caution
To set up the recording and playback devices that subscribers will use, see the "Setting Up the Media Master" section on page 28-10. For a complete list of settings that subscribers can change by phone or by using the Cisco Unity Assistant—including call transfer, message notification, and private list settings, see the "Subscriber Orientation" section on page 29-1.
