Orientation Task List for Unity Connection Users
After you set up the client applications that users will use to access Cisco Unity Connection from their phones and computers, use the following task list to acquaint users with Unity Connection. If you are planning supplemental Unity Connection training, also consider reviewing the potential user concerns and misconceptions listed in the “Support Desk Orientation” section.
Offer User Documentation and Contact Information
1. Give users a Cisco Unity Phone Menus and Shortcuts wallet card. Use the Wallet Card wizard to produce the card. The templates in the wizard list frequently used menu options and shortcuts for managing Unity Connection messages and user preferences by phone; the wizard fills in the applicable keys based on the conversation that you specify. The resulting PDF is formatted as a wallet card that can be printed, then cut out and folded by users.
Procedures in the User Guide for the Cisco Unity Connection Phone Interface do not contain the keys that users press for Unity Connection menu options. Instead, the procedures use the prompts that users hear to specify the menu options to choose. To provide users with key information, you must use the Wallet Card wizard.
The Wallet Card wizard also allows you to customize technical support information and instructions for signing in to Unity Connection. The Wallet Card wizard is a Windows-based remote database administration tool. Download the tool and view Help at http://www.ciscounitytools.com/Applications/CxN/WalletCardWizard/WalletCardWizard.html.
2. Give each user applicable user guides. The following Cisco Unity Connection user guides are available at http://www.cisco.com/en/US/products/ps6509/products_user_guide_list.html.
– User Guide for the Cisco Unity Connection Phone Interface
– User Guide for the Cisco Unity Connection Messaging Assistant Web Tool
– User Guide for the Cisco Unity Connection Messaging Inbox Web Tool
– User Guide for Accessing Cisco Unity Connection Voice Messages in an Email Application
– User Guide for the Cisco Unity Connection Personal Call Transfer Rules Web Tool
– Quick Start Guide: Using the Cisco Unity Connection Web Inbox
– Quick Start Guide: Using Cisco ViewMail for Microsoft Outlook
Information in the guides is generally organized by feature. You can distribute the guides for the interfaces that users are using, or you can distribute feature-specific information to users for whom you have enabled the features. (On Cisco.com, select the link for the topics you want, and print the PDF files.)
3. Give users the phone numbers that they dial to access Unity Connection from within your organization and from outside the organization. As applicable, show users which button or key to use on their desk phones to access Unity Connection.
4. Give users the URL to the Cisco PCA website: http://<Cisco Unity Connection server name>/ciscopca.
5. Give users the URL to the Cisco Unity Connection Web Inbox: http:// <Cisco Unity Connection server name>/inbox.
6. Give users the name, extension, and/or email address of the Unity Connection administrator and any support desk contact information.
7. Depending on the conversation version that users in your organization are familiar with, you may want to provide them with a list of phone menu differences between Unity Connection and a former voice messaging system—especially if you choose not to offer them an alternative to the standard conversation, which is specified by default in the Voice Mail User template.
Provide PINs, Passwords, and Security Guidelines
8. Provide users with their initial phone PINs. Alternatively, tell users to sign in to the Cisco Personal Communications Assistant (PCA) website to set their phone PINs before they call Unity Connection to complete first-time enrollment. (Users are not required to enter an existing phone PIN in order to change it in the Cisco PCA.)
If users choose not to initially change their PIN in the Cisco PCA, they are prompted to change their phone PIN during first-time enrollment.
9. Provide users with their initial Cisco PCA passwords. Users must use the Unity Connection Messaging Assistant to change their Cisco PCA passwords.
10. Explain to users how to secure their phone and Cisco PCA PINs and passwords so that they adequately protect their Unity Connection mailboxes from unauthorized access. Detail the security guidelines for your organization. Encourage users to enter secure PINs and passwords whenever they change them.
11. Make sure users understand that their Cisco PCA passwords are not related to their Unity Connection phone PINs, nor are the passwords and PINs synchronized. Users may assume that their phone and Cisco PCA PIN and password are the same. As a result, they may think that they are changing both when the Unity Connection conversation prompts them to change their phone PIN during first-time enrollment. For this reason, you may find that many users do not consider securing their Cisco PCA passwords, even though you request that they do so.
Remind Users to Complete First-Time Enrollment
12. Make sure that users know that they need to complete first-time enrollment by phone. They do not need to refer to any Unity Connection documentation during enrollment. Unity Connection indicates when the enrollment process is complete. If users hang up before they have completely enrolled, none of their changes are saved and the first-time enrollment conversation plays again the next time that they sign in to Unity Connection.
The “Enrolling as a Cisco Unity Connection User” chapter of the User Guide for the Cisco Unity Connection Phone Interface details the tasks that users are asked to complete as part of enrollment.
Explain How Unity Connection Features and Functionality Work
13. Provide training on how to personalize user settings by using the phone and the Unity Connection Messaging Assistant, as summarized in Table 4-1 . In particular, users may benefit from a hands-on demonstration of the Messaging Assistant, as they may not be accustomed to using a web interface to set voice messaging options.
14. Provide training on how to use the Cisco Unity Connection Personal Call Transfer Rules web tool, and how call transfers, call holding and screening, and caller options are used, as summarized in Table 4-2 .
Users can refer to the User Guide for the Cisco Unity Connection Personal Call Transfer Rules Web Tool or to Cisco Unity Connection Personal Call Transfer Rules Help for further guidance after orientation.
15. Explain how full mailboxes work with Unity Connection. See the “Support Desk Orientation” section for issues that users may encounter. Refer users to the appropriate user guides for similar information.
16. If single inbox is configured: Discuss single-inbox behavior with users.
17. If your organization has users who will use RSS readers to access voice messages, provide training on using RSS with Unity Connection.
18. If your organization has users who will use TTY and the TTY prompt set, provide training on using TTY with Unity Connection.
19. Make sure that users who own call handlers or system distribution lists understand their responsibilities (if applicable).
20. As applicable, tell users how to use the Cisco Unity Greetings Administrator and System Broadcast Administrator.