Table Of Contents

Managing Systemwide Settings in Cisco Unity 8.x

Authentication Settings in Cisco Unity 8.x

Voice Messaging Port Settings in Cisco Unity 8.x

Remapping Extension Numbers in Cisco Unity 8.x

Setting Up Cisco Unity to Remap Extension Numbers

Syntax and Examples

Working With Cisco Unity Music on Hold in Cisco Unity 8.x

Customizing the Subject Lines of Voice Messages in Cisco Unity 8.x

Managing Systemwide Settings in Cisco Unity 8.x

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See the following sections in this chapter:

•Authentication Settings in Cisco Unity 8.x

•Voice Messaging Port Settings in Cisco Unity 8.x

•Remapping Extension Numbers in Cisco Unity 8.x

•Working With Cisco Unity Music on Hold in Cisco Unity 8.x

•Customizing the Subject Lines of Voice Messages in Cisco Unity 8.x

Authentication Settings in Cisco Unity 8.x

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

•To understand how authentication works with Cisco Unity web applications, see the "Authentication for Cisco Unity 8.x Applications" chapter of the Security Guide for Cisco Unity.

•Consider that when subscribers log on to the Cisco PCA, their credentials are sent across the network to Cisco Unity in clear text. The same is true if the Cisco Unity Administrator and the Status Monitor use the Anonymous authentication method. For increased security, we recommend that you set up Cisco Unity to use the Secure Sockets Layer (SSL) protocol. See the "Using SSL to Secure Client/Server Connections in Cisco Unity 8.x" chapter of the Security Guide for Cisco Unity.

The Security Guide for Cisco Unity is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/security/guide/8xcusecx.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 in Cisco Unity 8.x" chapter.

Voice Messaging Port Settings in Cisco Unity 8.x

Each voice messaging port on the Cisco Unity server can be set to perform one or more of these functions:

•Answer incoming calls from unidentified callers and from subscribers dialing in to Cisco Unity.

•Dial out to notify subscribers of voice, fax, and email messages.

•Dial out to allow system administrators and subscribers to use the phone as a recording and playback device in Cisco Unity applications. (The phone is offered as a recording and playback device in the Media Master, which appears on pages of the Cisco Unity Administrator, the Cisco Unity Assistant, the Cisco Unity Inbox, and in ViewMail.)

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.

•Dial out to turn message waiting indicators (MWIs) on and off.

•Dial out to deliver outbound AMIS messages (some systems may not have this feature).

•(Only SCCP integrations of Cisco Unified Communications Manager 4.1 and later with Cisco Unity 4.0(5) and later) Enable authentication of the Cisco Unity voice messaging ports.

•(Only SCCP integrations of Cisco Unified Communications Manager 4.1 and later with Cisco Unity 4.0(5) and later) Enable encryption of the media stream.

The number of voice messaging ports set for answering and dialing out depends on many factors, such as:

•The total number of voice messaging ports available.

•The number of subscribers who will use message notification and how often they will receive notifications.

•For circuit-switched phone systems that integrate through PIMG/TIMG units, whether your integration is serial or not. (Serial integrations use an RS-232 serial cable rather than a voice messaging port.)

•Whether your organization communicates primarily through email or voice mail.

We strongly recommend, and consider it a best practice, to configure most voice messaging ports to only answer calls and the remaining ports to only dial out or perform MWI functions. This configuration eliminates the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity takes that 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.

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Note If you have a Cisco Unity failover system, voice messaging port settings are not replicated between the primary and secondary servers. You must change voice messaging port settings on both servers.

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Remapping Extension Numbers in Cisco Unity 8.x

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:

•Calling number (the number from which a call originates). For example, Cisco Unity changes the calling number of calls so that the caller ID appears to be a different extension than the one that actually placed the call.

•Forwarding number (the number that a call is going to). For example, unanswered calls to all line extensions on a single phone can be forwarded to the Inbox of a single subscriber; or unanswered calls to phones not assigned to subscribers can be forwarded to the Inbox of a supervisor.

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:

•In the Calling directory, one or more .exm files remap caller ID numbers.

•In the Forwarding directory, one or more .exm files remap numbers that Cisco Unity provides with calls it forwards.

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

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Step 1 On the Cisco Unity server, browse to the CommServer\IntLib\ExtensionMapping directory. In this directory is the file Sample.txt and two more directories: Calling and Forwarding.

Step 2 To remap calling numbers, go to the Calling directory.

Step 3 In a text editor application, create a new .exm file, or open a currently existing .exm file.

For an example, open the file Sample.txt in the CommServer\IntLib\ExtensionMapping directory.

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Caution When opening an .exm file in a text editor, do not associate the file with the text editor by checking the Always Use This Program to Open check box in the Open With dialog box. Otherwise, the .exm file will be saved as a .txt file and the remapping feature will ignore the file.

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Step 4 Enter [Range] and press Return to create a section for indicating which voice messaging ports will be monitored for remapping calls.

A .exm file can have only one [Range] section.

Step 5 Enter ports= followed by the numbers of the voice messaging ports, separated by commas. Ranges are designated by a hyphen (-) without spaces. To monitor all voice messaging ports, enter ports=* on this line. Then press Return.

For example, you might enter:

ports=1,2,5-34

Step 6 To create a section for the remapping rules, press Return, enter [Number Mappings], and then press Return.

A .exm file can have only one [Number Mappings] section.

Step 7 Enter one remapping rule on the line, and then press Return.

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 For all remaining rules, repeat Step 7.

Step 9 Save and close the .exm file.

Step 10 To remap forwarding numbers, browse to the directory CommServer\IntLib\ExtensionMapping\Forwarding.

Step 11 Repeat Step 3 through Step 9 to remap forwarding numbers.

Step 12 For extension remapping to take effect, restart the Cisco Unity software.

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Syntax and Examples

Table 11-1 shows the wildcard characters you can use in the .exm files.

Table 11-1 Wildcard Characters 

Wildcard	Result
*	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.

Table 11-2 Syntax Examples 

Rule	Original Number	New Number
2189, 1189 3189, 1189 4189, 1189	2189 3189 4189	1189 1189 1189
2???, 1???	2189 2291	1189 1291
3???, 1???	3189 3291	1189 1291
8???, 61???	8000 8765	61000 61765
123*, 44*	12300 12385	4400 4485

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?, 8891

The 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 in Cisco Unity 8.x

When Music on Hold is enabled, what callers on hold hear depends on the phone system.

Cisco Unified Communications Manager	The first caller on hold in the call holding queue hears a series of holding tones approximately every five seconds. Subsequent callers in the queue for the same extension will hear music on hold that is generated by Cisco Unity system prompts.
Cisco SIP Proxy Server	All callers on hold in the call holding queue hear silence.
Circuit-switched phone systems	The first caller on hold in the call holding queue hears hold music generated by the phone system, if it is configured to provide music on hold. Otherwise, the first caller hears a series of holding tones approximately every five seconds. Even when the phone system is configured to provide music on hold, subsequent callers in the queue for the same extension will hear music on hold that is generated by Cisco Unity system prompts.

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.)

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Caution Customized system prompt WAV files are not preserved during a Cisco Unity upgrade, or on a system restoration when the backup was made by using the Cisco Unity Disaster Recovery Tools. Keep a copy of your customized music on hold prompt files, so that you can replace the standard music on hold prompts, if applicable, after an upgrade or system restoration.

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To set up the recording and playback devices that subscribers will use, see the "Setting Up the Media Master in Cisco Unity 8.x" section on page 28-11. 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 "Overview of Subscriber Orientation in Cisco Unity 8.x" section on page 29-1.

Customizing the Subject Lines of Voice Messages in Cisco Unity 8.x

By using the Cisco Unity Administrator, administrators can configure the format of voice message subject lines for four types of messages: outside caller messages, subscriber messages, interview handler messages, and live record messages. The subject lines can include Caller ID and Name, Called ID and Name, Sender ID and Name, and the message flags for urgent, private, and secure. Voice message subjects will not be announced when a subscriber listens to a message by phone, but they will be seen when subscribers access their messages by using a GUI client, such as ViewMail for Outlook or the Cisco Unity Inbox web tool.

To customize voice message subjects, in the Cisco Unity Administrator, go to the System > Configuration > Message Subjects page. You can configure both the wording and the information that is included in the subject line of voice messages.

Note the following considerations when defining subject line formats:

•You must include a % before and after the parameter.

•Subscribers will not hear a voice message subject when listening to messages by phone.

•Cisco Unity does not apply custom subjects to AMIS, Bridge, or VPIM messages, or to messages sent from a desktop client such as ViewMail for Outlook or the Cisco Unity Inbox.

•The values for Caller ID, Caller Name, Called ID, and Called Name come from the phone system, so they will be available only if the phone system is configured to present that information to Cisco Unity; this is particularly notable for messages from outside callers, because phone systems are often not configured to provide external caller names.

•You can use replaceable parameters to define other replaceable parameters. For example, the default definition for the %CALLERID% parameter is %SENDERID%. This means that if caller ID is not available, Cisco Unity will attempt to use the SENDERID — the extension or DTMF access ID — of the sender. If the extension is not available, then Cisco Unity will use the definition of %SENDERID%, which by default is "not available."

•You cannot define a separate subject line format for each language that is installed on the system. The subject line format is in the system default language.

•Subject line formats are applied to voice messages when the messages are saved to the database. Messages that are already in subscriber mailboxes are not altered if the subject line format definitions are subsequently changed. Only voice messages that are recorded after the changes have been saved reflect the new subject line definition.

Table 11-3 lists the replaceable parameters that can be added to customized subject lines.

Table 11-3 Optional Replaceable Parameters in Customized Subject Lines 

Parameter	Description
%CALLERID%	The caller ID on the phone call, or a system administrator defined default if no caller ID is available. This data comes from the telephony integration.
%CALLERNAME%	The caller name on the phone call, or a system administrator defined default if no caller name is available. This data comes from the telephony integration.
%CALLEDID%	The called ID on the phone call, or a system administrator defined default if no called ID is available. This data comes from the telephony integration.
%CALLEDNAME%	The called name on the phone call, or a system administrator defined default if no called name is available. This data comes from the telephony integration.
%SENDERID%	The extension of the sender, or a system administrator defined default if no extension is available. For messages recorded by call handlers or interview handlers, the DTMF access ID of the handler.
%SENDERNAME%	The name of the sender, or a system administrator defined default if no name is available. For messages recorded by call handlers or interview handlers, the display name of the handler.
%U%	Replaced with the system administrator defined value to describe an urgent message if the message is urgent. Otherwise, omitted.
%P%	Replaced with the system administrator defined value to describe a private message if the message is private. Otherwise, omitted.
%S	Replaced with the system administrator defined value to describe a secure message if the message is secure. Otherwise, omitted.

Do the following procedure to configure subject line formats.

To Configure Subject Line Formats

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Step 1 In the Cisco Unity Administrator, go to the System > Configuration > Message Subjects page.

Step 2 On the Customizable Subject Lines page, enter text and parameters in the Subject Line Formats fields, as applicable. For descriptions of the available parameters, see Table 11-3.

Step 3 Enter text in the Replaceable Parameters fields, as applicable.

Step 4 Click Save.

The information that you enter affects the subject lines of any new voice messages. The subject line formats are not applied to messages that are already in subscriber mailboxes.

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