Cisco Unity Express 2.3 GUI Administrator Guide - Overview of Cisco Unity Express Voice Mail and Auto Attendant [Cisco Unity Express]

Table Of Contents

Overview of Cisco Unity Express Voice Mail and Auto Attendant

Contents

Software Licenses and Factory-Set Limits

Recording an Auto-Attendant Greeting or Prompt File

Configuring Auto-Attendant Scripts

Networking Cisco Unity Express with Other Voice-Mail Systems

Administration Interfaces

Differences Between Cisco Unity Express and Cisco Unity

Interactions Between Cisco Unity Express and Other Cisco Call Platforms

Differences Between Cisco Unity Express and the Cisco Unified Call Platforms

Additional References

Documents Related to Cisco Unity Express

Related Cisco IOS Documents

MIBs

RFCs

Technical Assistance

Overview of Cisco Unity Express Voice Mail and Auto Attendant

Last Revised: July 25, 2006

The Cisco Unity Express voice-mail and auto-attendant applications work with Cisco Unified CallManager Express (Cisco Unified CME) or Cisco Unified CallManager to provide small- and medium-sized companies with the capability to:

•Create and maintain voice mailboxes for onsite or remote telephone subscribers. The maximum number of mailboxes depends on the hardware module and license agreement purchased for Cisco Unity Express. See Software Licenses and Factory-Set Limits for the system limits.

•Record and upload messages for callers to hear when they dial the company's telephone number and prompts to guide the callers to specific extensions or employees.

Guidelines and procedures for installing and upgrading the Cisco Unity Express software are described in Cisco Unity Express 2.3 Installation and Upgrade Guide.

Contents

•Software Licenses and Factory-Set Limits

•Recording an Auto-Attendant Greeting or Prompt File

•Configuring Auto-Attendant Scripts

•Networking Cisco Unity Express with Other Voice-Mail Systems

•Administration Interfaces

•Differences Between Cisco Unity Express and Cisco Unity

•Interactions Between Cisco Unity Express and Other Cisco Call Platforms

•Differences Between Cisco Unity Express and the Cisco Unified Call Platforms

•Additional References

Software Licenses and Factory-Set Limits

Several system capacity increases are available starting with Cisco Unity Express 2.3.

•Number of voice mailboxes—The NM-CUE-EC supports new licenses for 150, 200, and 250 voice mailboxes. Each new license size supports 25 general delivery mailboxes (GDMs).

•Voice-mail storage capacity—Voice-mail storage is increased from 100 hours to 300 hours on the NM-CUE-EC, regardless of license size.

•Number of remote subscribers—The number of remote subscribers is increased from 50 to 100 on the NM-CUE-EC.

•Number of cached users—The number of subscribers cached in the LRU is increased from 50 to 100 on the NM-CUE-EC.

•Number of public distribution lists—The number of public distribution lists is increased from 15 to 25 on the NM-CUE-EC.

•Number of custom prompts—The number of custom prompts that can be recorded, uploaded, and stored on the system is increased from 50 to 120 on the NM-CUE and NM-CUE-EC.

Factory-set system limits are determined by the ordered license.

Table 2 and Table 3 list the system limits for the NM-CUE-EC.

Table 4 and Table 5 list the system limits for the NM-CUE.

Table 6 and Table 7 list the system limits for the AIM-CUE.

Table 2 NM-CUE-EC System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts

Cisco Unity Express License/Software SKU

Total Mailbox Storage (Hours)

Default Mailbox Size (Sec)¹

No. of Concurrent Voice Mail and
Auto Attendant Ports/Sessions

No.of Scripts

No.of Prompts

No. of Public Distribution Lists

No. of Triggers

SCUE-LIC-12CCM
SCUE-LIC-12CME

300

63529

16

8

120

25

8 SIP
8 JTAPI

SCUE-LIC-25CCM
SCUE-LIC-25CME

300

36000

16

8

120

25

8 SIP
8 JTAPI

SCUE-LIC-50CCM
SCUE-LIC-50CME

300

16115

16

8

120

25

8 SIP
8 JTAPI

SCUE-LIC-100CCM
SCUE-LIC-100CME

300

9600

16

8

120

25

8 SIP
8 JTAPI

SCUE-LIC-150CCM
SCUE-LIC-150CME

300

6171

16

8

120

25

8 SIP
8 JTAPI

SCUE-LIC-200CCM
SCUE-LIC-200CME

300

4800

16

8

120

25

8 SIP
8 JTAPI

SCUE-LIC-250CCM
SCUE-LIC-250CME

300

3297

16

8

120

25

8 SIP
8 JTAPI

¹The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs).

Table 3 NM-CUE-EC Maximum Number of Mailboxes, Users, Groups, Owners, and Members

Cisco Unity Express License/Software SKU

Default Number of Personal Mailboxes

Default Number of General Delivery Mailboxes

Total
Number of
Mailboxes

Number of Users

Number of Groups

Number of Owners

Number of Members

SCUE-LIC-12CCM
SCUE-LIC-12CME

12

5

17

24

20

400

880

SCUE-LIC-25CCM
SCUE-LIC-25CME

25

10

35

50

20

400

1000

SCUE-LIC-50CCM
SCUE-LIC-50CME

50

15

65

100

30

400

1000

SCUE-LIC-100CCM
SCUE-LIC-100CME

100

20

120

200

40

400

1000

SCUE-LIC-150CCM
SCUE-LIC-150CME

150

25

175

300

40

400

1000

SCUE-LIC-200CCM
SCUE-LIC-200CME

200

25

225

300

40

400

1000

SCUE-LIC-250CCM
SCUE-LIC-250CME

250

25

275

300

40

400

1000

Table 4 NM-CUE System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts

Cisco Unity Express License/Software SKU

Total Mailbox Storage (Hours)

Default Mailbox Size (Sec)¹

No. of Concurrent Voice Mail and
Auto Attendant Ports/Sessions

No. of Scripts

No. of Prompts

No. of Public Distribution Lists

No. of Triggers

SCUE-LIC-12CCM
SCUE-LIC-12CME

100

21120

8

8

120

15

8 SIP
8 JTAPI

SCUE-LIC-25CCM
SCUE-LIC-25CME

100

10260

8

8

120

15

8 SIP
8 JTAPI

SCUE-LIC-50CCM
SCUE-LIC-50CME

100

5520

8

8

120

15

8 SIP
8 JTAPI

SCUE-LIC-100CCM
SCUE-LIC-100CME

100

3000

8

8

120

15

8 SIP
8 JTAPI

¹The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs).

Table 5 NM-CUE Maximum Number of Mailboxes, Users, Groups, Owners, and Members

Cisco Unity Express License/Software SKU

Default Number of Personal Mailboxes

Default Number of General Delivery Mailboxes

Total
Number of
Mailboxes

Number of Users

Number of Groups

Number of Owners

Number of Members

SCUE-LIC-12CCM
SCUE-LIC-12CME

12

5

17

24

20

400

880

SCUE-LIC-25CCM
SCUE-LIC-25CME

25

10

35

50

20

400

1000

SCUE-LIC-50CCM
SCUE-LIC-50CME

50

15

65

100

30

400

1000

SCUE-LIC-100CCM
SCUE-LIC-100CME

100

20

120

200

40

400

1000

Table 6 1-GB AIM-CUE System Capacities for Mailboxes, Storage Hours, Ports, Scripts, and Prompts

Cisco Unity Express License/Software SKU

Total Mailbox Storage (Hours)¹

Default Mailbox Size (Sec)²

No. of Concurrent Voice Mail and
Auto Attendant Ports/Sessions

No. of Scripts

No. of Prompts

No. of Public Distribution Lists

No. of Triggers

SCUE-LIC-12CCM
SCUE-LIC-12CME

14

2700

4 (Cisco 2600XM, Cisco 2691)
6 (Cisco 2800 series, Cisco 3700 series,
   Cisco 3800 series)

4

25

15

8 SIP
8 JTAPI

SCUE-LIC-25CCM
SCUE-LIC-25CME

14

1320

4 (Cisco 2600XM, Cisco 2691)
6 (Cisco 2800 series, Cisco 3700 series,
   Cisco 3800 series)

4

25

15

8 SIP
8 JTAPI

SCUE-LIC-50CCM
SCUE-LIC-50CME

14

720

4 (Cisco 2600XM, Cisco 2691)
6 (Cisco 2800 series, Cisco 3700 series,
   Cisco 3800 series)

4

25

15

8 SIP
8 JTAPI

¹Cisco Unity Express 2.3 does not support the 512-MB AIM.

²The default mailbox size calculation includes the allocation for the General Delivery Mailboxes (GDMs).

Table 7 1-GB AIM-CUE Maximum Number of Mailboxes, Groups, Owners, and Members

Cisco Unity Express License/Software SKU

Default Number of Personal Mailboxes

Default Number of General Delivery Mailboxes

Total Number of Mailboxes

Number of Users

Number of Groups

Number of Owners

Number of Members

SCUE-LIC-12CCM
SCUE-LIC-12CME

12

5

17

24

20

100

200

SCUE-LIC-25CCM
SCUE-LIC-25CME

25

10

35

50

20

100

200

SCUE-LIC-50CCM
SCUE-LIC-50CME

50

15

65

100

20

100

200

For information about copyrights and licenses for Cisco Unity Express software, see Cisco Unity Express Software Copyrights and Licenses.

Recording an Auto-Attendant Greeting or Prompt File

Two methods are available to create auto-attendant greeting and prompt files:

•Create a .wav file with the following format: G.711 u-law, 8 kHz, 8 bit, Mono. The file cannot be larger than 1 MB (about 2 minutes). After recording the greeting, use the GUI option Voice Mail > Prompts > Upload or Cisco Unity Express CLI ccn copy command to copy the file in to the Cisco Unity Express system. See the GUI online help (OLH) or the Cisco Unity Express 2.3 CLI Administrator Guide for the upload procedure.

•Use the AvT on the TUI to record the greeting or prompt. Dial the AvT telephone number and select the option to record a greeting. When finished recording, save the file. AvT automatically saves the file in Cisco Unity Express.

The AvT prompt filename has the format UserPrompt_DateTime.wav, for example: UserPrompt_11152003144055.wav. You may want to use CLI commands or GUI options to rename the file with a meaningful name.

Cisco recommends using the AvT on the TUI to record greetings and prompts because the AvT provides higher sound quality compared to .wav files recorded using other methods.

Configuring Auto-Attendant Scripts

Cisco Unity Express provides a set of auto-attendant prompts and a process, called a script, for handling callers' responses to the prompts. You can modify this script so that specific caller responses are handled in a different way. For example, callers can be directed to leave a voice message in a specific mailbox if they call after business hours.

Use the Microsoft Windows software-based script editor software that comes with Cisco Unity Express to modify the script or create a new script. Refer to the Cisco Unity Express 2.3 Guide to Writing Auto-Attendant Scripts for guidelines and procedures.

The file cannot be larger than 256 KB.

After creating the script file, save the file on your PC. Use the CLI interface or the GUI option Voice Mail > Scripts to upload the script file to the auto-attendant application.

Networking Cisco Unity Express with Other Voice-Mail Systems

Cisco Unity Express supports the capability to network Cisco Unity Express with a voice-mail system located at a different site. Subscribers can send and receive messages from subscribers on remotely located, compatible voice-mail systems configured on Cisco Unified CallManager or Cisco Unified CME call control platforms. Supported configurations include:

•Cisco Unity Express to Cisco Unity Express

•Cisco Unity to Cisco Unity Express

•Cisco Unity Express to Cisco Unity

For more information about configuring the networking capability, choose the Administration > Network Locations and the Configure > Remote Users options and use the online help.

Administration Interfaces

Cisco Unity Express offers two administration interfaces:

•Graphical user interface (GUI)—This user-friendly, web-based interface permits administration of all voice-mail and auto-attendant functions.

The GUI is targeted for administrators familiar with web-based applications and who have little or no experience with Cisco IOS command structure.

•Command-line interface (CLI)—This text-based interface has the same administration and configuration capabilities as the GUI. Installation, upgrade, and troubleshooting functions are available only through the CLI commands. The administrator accesses this interface through a Telnet session to the router.

The CLI is targeted for installers, resellers, support personnel, and others familiar with Cisco IOS command structure and routers. For them, accessing the system using the CLI may be easier than using the GUI, especially for troubleshooting, scripting, and bulk provisioning of many sites. See the Cisco Unity Express 2.3 CLI Administrator Guide for more information about CLI configuration.

The GUI and CLI are accessible from a PC or server anywhere in the IP network. To access the GUI, use Microsoft Internet Explorer 6.0 or a later release. See "Logging In and Out of Cisco Unity Express" on page 57. Cisco Unity Express does not support any other browser. To access the CLI, Telnet to the router and use the service-module command.

Differences Between Cisco Unity Express and Cisco Unity

Cisco Unity Express is not the same application as Cisco Unity, although both of them are in the Cisco family of voice messaging products. They differ as follows:

•Cisco Unity is usually deployed in a central location that can be networked with multiple sites. Cisco Unity Express can be deployed in standalone locations that serve the local subscribers.

However, a Cisco Unity Express system can be administered from any location that has IP connectivity with the router that houses the Cisco Unity Express application. If several sites in a network use Cisco Unity Express, they can be administered individually from a single PC or server. The administrator opens a browser on a PC or server to the GUI at each site or opens a Telnet session to the CLI at each site.

•Cisco Unity supports 100 or more mailboxes, and Cisco Unity Express supports 250 or fewer mailboxes.

•Cisco Unity has a larger set of features than does Cisco Unity Express.

Cisco Unity Express uses Cisco Unity Release 4.0.5 voice-mail prompt recordings and prompt flow, which provides the voice-mail subscriber with the same voice-mail look-and-feel.

Interactions Between Cisco Unity Express and Other Cisco Call Platforms

Cisco Unified CME and Cisco Unified CallManager are the software that control the telephony functions. Cisco Unified CME and Cisco Unified CallManager accept incoming and outgoing calls to your network and decide where the calls should be sent.

Cisco Unity Express accepts SIP calls from Cisco Unified CME and JTAPI calls from Cisco Unified CallManager. Cisco Unity Express accepts H.323 and Media Gateway Control Protocol (MGCP) calls if Cisco Unified CallManager routes them over the JTAPI interface.

Cisco Unity Express is an application that enhances Cisco Unified CME and Cisco Unified CallManager by providing the voice messaging and automated attendant capabilities. The Cisco Unity Express module contains the voice-mail and auto-attendant software. During the system installation process, the installer inserts this module into platform router.

Cisco Unified CME and Cisco Unified CallManager have databases of information that contain such elements as the telephone hardware identifications, extension numbers associated with the telephones, users on the system, logins, routing destinations, call handling features, and other system-wide parameters.

The Cisco Unity Express database contains information about the voice mailboxes, directory numbers associated with voice mailboxes, auto-attendant prompts, and voice messages.

The Cisco Unity Express and Cisco Unified CME databases are synchronized to ensure that calls are handled correctly and voice messages are received and stored properly. The Cisco Unity Express and Cisco Unified CallManager databases are not automatically synchronized.

The integrated Cisco Unity Express and Cisco Unified CME administration GUI allows you to configure the voice-mail and auto-attendant parameters and some of the Cisco Unified CME parameters, such as extensions and telephones.

As you go through the initialization and configuration procedures for either platform, be sure to save your data so that all databases have current information.

If the WAN link goes down between Cisco Unified CallManager and Cisco Unity Express, Cisco Unity Express will not be able to accept calls from Cisco Unified CallManager. However, the Session Initiation Protocol (SIP) subsystem on the Cisco Unity Express module can accept calls from the Cisco Survivable Remote Site Telephony (SRST) engine in the router containing the Cisco Unity Express module. Voice-mail and auto-attendant applications will function properly. Message waiting indicator (MWI) lights will not be updated. Once the WAN link becomes active, Cisco Unity Express will detect it and register back with the Cisco Unified CallManager server.

Differences Between Cisco Unity Express and the Cisco Unified Call Platforms

Although Cisco Unity Express works closely with Cisco Unified CME and Cisco Unified CallManager, they are not the same applications, and they differ as follows:

•Cisco Unified CME and Cisco Unified CallManager require a web administrator to configure platform parameters and other system components. Cisco CME and Cisco Unified CallManager users and administrators are stored in their respective platform databases. Cisco Unified CME and Cisco Unified CallManager do not treat their web administrators as telephone users.

Cisco Unity Express permits configured Cisco Unified CME and Cisco Unified CallManager users to be copied into the Cisco Unity Express database.

•Cisco Unity Express allows only uppercase letters A to Z, lowercase letters a to z, digits 0 to 9, and the characters underscore (_), dot (.), and dash (-) in user IDs. Any Cisco Unified CME or Cisco Unified CallManager user IDs that contain other characters cannot be copied into the Cisco Unity Express database. User IDs must start with a letter.

•User IDs and passwords are case sensitive.

Additional References

The following sections provide references related to Cisco Unity Express.

Documents Related to Cisco Unity Express

Related Topic

Document Title

Cisco Unity Express administration

•Cisco Unity Express 2.3 CLI Administrator Guide

•Cisco Unity Express 2.3 GUI Administrator Guide

•Cisco Unity Express 2.3 Command Reference

•Cisco Unity Express 2.3 Installation and Upgrade Guide

•Cisco Unity Express AvT Administrator Guide

•Release Notes for Cisco Unity Express 2.3

Cisco Unity Express voice-mail scripts

Cisco Unity Express 2.3 Guide to Writing Auto-Attendant Scripts

Cisco Unity Express voice-mail subscriber information

Cisco Unity Express User Guides

Cisco modules hardware installation

•Cisco Network Modules Hardware Installation Guide

•AIM Installation Quick Start Guide: Cisco 2600, 3600, and 3700 Series

Cisco Unity Express software copyrights and licenses

Cisco Unity Express Software Copyrights and Licenses

Technical support documentation for Cisco Unity Express

Cisco Unity Express Troubleshoot and Alerts

Cisco Unified CallManager

See the Cisco Unity Express Compatibility Matrix for Cisco Unified CallManager versions compatible with Cisco Unity Express 2.3.

•Cisco Unified CallManager Administration Guide

•Cisco Unified CallManager System Guide

•Cisco Unified CallManager Features and Services Guide

Cisco Unified CallManager Express

See the Cisco Unity Express Compatibility Matrix for Cisco Unified CallManager Express versions compatible with Cisco Unity Express 2.3.

•Cisco Unified Communications Manager Express System Administrator Guide

•Cisco Unified CallManager Express Command Reference

Cisco hardware platforms

•Cisco 2600 Series Hardware Installation Guide

•Cisco 2800 Series Hardware Installation

•Cisco 3700 Series Hardware Installation Guide

•Cisco 3700 Multiservice Access Routers Configuration Guide

•Cisco 3800 Series Hardware Installation

Related Cisco IOS Documents

Related Topic

Document Title

Cisco IOS configuration

•Cisco IOS Debug Command Reference, Release 12.4T

•Cisco IOS Voice Command Reference

Note For general voice configuration topics, see the Cisco IOS Voice Configuration Library, Release 12.4.

Cisco IOS voice troubleshooting information

Cisco IOS Voice Troubleshooting and Monitoring Guide

MIBs

MIBs

MIBs Link

•CISCO-UNITY-EXPRESS-MIB

•CISCO-VOICE-CONNECTIVITY-MIB

•CISCO-VOICE-APPLICATIONS-OID-MIB

•CISCO-PROCESS-MIB

•SNMPv2-MIB

•IF-MIB

•IP-MIB

•SYSAPPL-MIB

To locate and download MIBs for selected platforms, Cisco IOS releases, and feature sets, use Cisco MIB Locator found at the following URL: http://www.cisco.com/go/mibs

RFCs

RFCs

Title

1869

SMTP Service Extensions

1893

Enhanced Mail System Status Codes

2045

Multipurpose Internet Mail Extensions Part One: Format of Internet Message Bodies, RFC

2421

Voice Profile for Internet Mail - Version 2

2821

Simple Mail Transfer Protocol

2833

RTP Payloads for DTMF Digits, Telephony Tones and Telephony Signals

3261

SIP: Session Initiation Protocol

3501

Internet Message Access Protocol - Version 4rev1

Technical Assistance

Description

Link

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http://www.cisco.com/techsupport