Configure Voicemail

Configure Voicemail for an On-Premises Deployment with Cisco Unified Communications Manager Release 9.x and Later

Procedure
     Command or ActionPurpose
    Step 1Configure Cisco Unity Connection for Use with Cisco Jabber
     

    Configure Cisco Unity Connection so that Cisco Jabber can access voicemail services.

     
    Step 2Add a Voicemail Service
     

     

    Step 3Configure Voicemail Accounts on Cisco Unity Connection
     

    To configure Cisco Unity Connection, you must create user profiles and then provide users with IMAP access.

     
    Step 4Apply a Voicemail Service
     

    After you add a voicemail service, you must apply it to a service profile so that the client can retrieve the settings.

     
    Step 5Add a Mailstore Service
     

     

    Step 6Apply Mailstore Service
     

    After you add a mailstore service, you must apply it to a service profile so that the client can retrieve the settings.

     
    Step 7Configure Retrieval and Redirection
     

    Configure retrieval so that users can access voice mail messages. Configure redirection so that users can send incoming calls to voicemail.

     
    Step 8Set a Voicemail Credentials Source
     

     

    Step 9Enable Enhanced Message Waiting Indicator
     

    This procedure applies only if you want to set up a basic voicemail account that allows users to dial in to their voice mailbox. This procedure is not required if you want to set up visual voicemail.

     

    Configure Voicemail for an On-Premises Deployment with Cisco Unified Communications Manager Release 8.6

    Procedure
       Command or ActionPurpose
      Step 1Configure Cisco Unity Connection for Use with Cisco Jabber
       

       

      Step 2Add a Voicemail Server
       

       

      Step 3Create a Mailstore
       

       

      Step 4Create a Voicemail Profile
       

       

      Step 5Configure Retrieval and Redirection
       

       

      Step 6Set a Voicemail Credentials Source
       

       

      Configure Cisco Unity Connection for Use with Cisco Jabber

      You must complete some specific steps to configure Cisco Unity Connection so that Cisco Jabber can access voicemail services. You should refer to the Cisco Unity Connection documentation for instructions on general tasks such as creating users, passwords, and provisioning users with voicemail access.

      Remember:

      Cisco Jabber connects to the voicemail service through a REST interface and supports Cisco Unity Connection release 8.5 or later.

      Procedure
        Step 1   Ensure the Connection Jetty and Connection REST Service services are started.
        1. Open the Cisco Unity Connection Serviceability interface.
        2. Select Tools > Service Management.
        3. Locate the following services in the Optional Services section:

          • Connection Jetty

          • Connection REST Service

        4. Start the services if required.
        Step 2   Open the Cisco Unity Connection Administration interface.
        Step 3   Edit user password settings.
        1. Select Users.
        2. Select the appropriate user.
        3. Select Edit > Password Settings.
        4. Select Web Application from the Choose Password menu.
        5. Uncheck User Must Change at Next Sign-In.
        6. Select Save.
        Step 4   Provide users with access to the web inbox.
        1. Select Class of Service.

          The Search Class of Service window opens.

        2. Select the appropriate class of service or add a new class of service.
        3. Select Allow Users to Use the Web Inbox and RSS Feeds.
        4. In the Features section, select Allow Users to Use Unified Client to Access Voice Mail.
        5. Select all other options as appropriate.
        6. Select Save.
        Step 5   Select API configuration settings.
        1. Select System Settings > Advanced > API Settings.

          The API Configuration window opens.

        2. Select the following options:

          • Allow Access to Secure Message Recordings through CUMI

          • Display Message Header Information of Secure Messages through CUMI

          • Allow Message Attachments through CUMI

        3. Select Save.
        What to Do Next

        Configure Voicemail Accounts on Cisco Unity Connection

        To configure Cisco Unity Connection, you must create user profiles and then provide users with IMAP access.

        See the Cisco Unity Connection documentation for specific configuration tasks.

        Before You Begin

        Add a Voicemail Service

        Procedure
          Step 1   Create user profiles on Cisco Unity Connection.
          Step 2   Provide users with IMAP access.
          1. Open the Cisco Unity Connection administrative interface.
          2. Select Class of Service.

            The Edit Class of Service window opens.

          3. Locate the Licensed Features section.
          4. Select Allow Users to Access Voice Mail Using an IMAP Client and/or Single Inbox.
          5. Select Allow IMAP Users to Access Message Bodies.
          6. Select Save.
          What to Do Next

          Apply a Voicemail Service

          Add a Voicemail Service

          Allow users to receive voice messages.

          Before You Begin

          Configure Cisco Unity Connection for Use with Cisco Jabber

          Procedure
            Step 1   Open the Cisco Unified CM Administration interface.
            Step 2   Select User Management > User Settings > UC Service. The Find and List UC Services window opens.
            Step 3   In the Find and List UC Services window, select Add New.
            Step 4   In the Add a UC Service section, select Voicemail from the UC Service Type drop-down list and select Next
            Step 5   Specify details for the voicemail service as follows:

            • Product Type — Select Unity Connection.

            • Name — Enter a descriptive name for the server, for example, PrimaryVoicemailServer.

            • Hostname/IP Address — Enter the IP address or the fully qualified domain name (FQDN) of the voicemail server.

            • Port—You do not need to specify a port number. By default, the client always uses port 443 to connect to the voicemail server. For this reason, any value you specify does not take effect.

            • Protocol Type—You do not need to specify a value. By default, the client always uses HTTPS to connect to the voicemail server. For this reason, any value you specify does not take effect.

            Step 6   Select Save.
            What to Do Next

            Configure Voicemail Accounts on Cisco Unity Connection

            Apply a Voicemail Service

            After you add a voicemail service on Cisco Unified Communications Manager, you must apply it to a service profile so that the client can retrieve the settings.

            Before You Begin

            Configure Voicemail Accounts on Cisco Unity Connection

            Procedure
              Step 1   Open the Cisco Unified CM Administration interface.
              Step 2   Select User Management > User Settings > Service Profile.

              The Find and List Service Profiles window opens.

              Step 3   Find and select your service profile.

              The Service Profile Configuration window opens.

              Step 4   Configure the Voicemail Profile section as follows:
              1. Select up to three services from the following drop-down lists:

                • Primary

                • Secondary

                • Tertiary

              2. For Credentials source for voicemail service, select one of the following:

                • Unified CM - IM and Presence — Uses the instant messaging and presence credentials to sign in to the voicemail service. As a result, users do not need to enter their credentials for voicemail services in the client.

                • Web conferencing — This option is not supported, it uses the conferencing credentials to sign in to the voicemail service. You cannot currently synchronize with conferencing credentials.

                • Not set — This option is selected for Phone mode deployments.

              Step 5   Click Save.
              Step 6   Add users to the service profile.
              1. Select User Management > End User.

                The Find and List Users window opens.

              2. Specify the appropriate filters in the Find User where field and then select Find to find a user.
              3. Click the user in the list.

                The End User Configuration window opens.

              4. Under the Service Settings area, check the Home Cluster checkbox.
              5. Check the Enable User for Unified CM IM and Presence (Configure IM and Presence in the associated UC Service Profile) checkbox.
                Note   

                For Phone mode deployments ensure the Enable User for Unified CM IM and Presence (Configure IM and Presence in the associated UC Service Profile) option is not selected.

              6. Select your service profile from the UC Service Profile drop-down list.
              7. Click Save.
              What to Do Next

              Add a Mailstore Service

              Add a Mailstore Service

              The mailstore service provides users with visual voicemail capabilities.

              Before You Begin

              Apply a Voicemail Service

              Procedure
                Step 1   Open the Cisco Unified CM Administration interface.
                Step 2   Select User Management > User Settings > UC Service. The Find and List UC Services window opens.
                Step 3   Select Add New.
                Step 4   In the Add a UC Service section, from the UC Service Type drop-down list, select MailStore and then click Next.
                Step 5   Provide details for the mailstore service as follows:

                • Name—Enter a descriptive name for the server, for example, PrimaryMailStoreServer.

                • Hostname/IP Address—Enter the IP address or the Fully Qualified Domain Name (FQDN) of the mailstore server.

                • Port—You do not need to specify a port number. By default, the client always uses port 443 to connect to the mailstore server. For this reason, any value you specify does not take effect.

                • Protocol Type—You do not need to specify a value. By default, the client always uses HTTPS to connect to the mailstore server. For this reason, any value you specify does not take effect.

                Step 6   Select Save.
                What to Do Next

                Apply Mailstore Service

                Apply Mailstore Service

                After you add a mailstore service on Cisco Unified Communications Manager, you must apply it to a service profile so that the client can retrieve the settings.

                Before You Begin

                Add a Mailstore Service

                Procedure
                  Step 1   Open the Cisco Unified CM Administration interface.
                  Step 2   Select User Management > User Settings > Service Profile.

                  The Find and List Service Profiles window opens.

                  Step 3   Find and select your service profile.

                  The Service Profile Configuration window opens.

                  Step 4   Configure the MailStore Profile section as follows:
                  1. Select up to three services from the following drop-down lists:

                    • Primary

                    • Secondary

                    • Tertiary

                  2. Specify appropriate values for the following fields:

                    • Inbox Folder

                    • Trash Folder

                    • Polling Interval

                  Step 5   Select Save.
                  What to Do Next

                  Configure Retrieval and Redirection

                  Add a Voicemail Server

                  Complete the steps in this task to add your voicemail server on Cisco Unified Presence.

                  Before You Begin

                  Configure Cisco Unity Connection for Use with Cisco Jabber

                  Procedure
                    Step 1   Open the Cisco Unified Presence Administration interface.
                    Step 2   Select Application > Cisco Jabber > Voicemail Server.
                    Note   

                    In some versions of Cisco Unified Presence, this path is as follows: Application > Cisco Unified Personal Communicator > Voicemail Server.

                    The Find and List Voicemail Servers window opens.
                    Step 3   Select Add New.
                    Step 4   Select Unity Connection from the Server Type drop-down list.
                    Step 5   Specify details in the Voicemail Server Configuration section as follows:

                    • Name — Enter a descriptive name for the server, for example, PrimaryVoicemailServer.

                    • Hostname/IP Address — Enter the IP address or the fully qualified domain name (FQDN) of the voicemail server.

                    • Port — You do not need to specify a port number. By default, the client always uses port 443 to connect to the voicemail server. For this reason, any value you specify does not take effect.

                    • Protocol Type — You do not need to specify a value. By default, the client always uses HTTPS to connect to the voicemail server. For this reason, any value you specify does not take effect.

                    Step 6   Select Save.
                    What to Do Next

                    Create a Mailstore

                    Related Information
                    Configuring Voicemail Server Names and Addresses on Cisco Unified Presence

                    Create a Mailstore

                    Complete the steps in this task to create a mailstore on Cisco Unified Presence.

                    Before You Begin

                    Ensure that you have Cisco Unified Communications Manager release 8.x and Cisco Unified Presence.

                    If you have Cisco Unified Communications Manager release 9.x or later, see Add a Mailstore Service.

                    Procedure
                      Step 1   Open the Cisco Unified Presence Administration interface.
                      Step 2   Depending on your version of Cisco Unified Presence, select one of the following paths:
                      • Application > Cisco Jabber > Mailstore
                      • Application > Cisco Unified Personal Communicator > Mailstore
                      The Find and List Mailstore Servers window opens.
                      Step 3   Select Add New. The Mailstore Configuration window opens.
                      Step 4   Specify details as follows:

                      • Name—Enter a descriptive name for the server, for example, PrimaryMailStoreServer.

                      • Hostname/IP Address—Enter the hostname, IP Address, or Fully Qualified Domain Name (FQDN) of the mailstore server.

                      • Port—You do not need to specify a port number. By default, the client always uses port 443 to connect to the mailstore server. For this reason, any value you specify does not take effect.

                      • Protocol Type—You do not need to specify a value. By default, the client always uses HTTPS to connect to the mailstore server. For this reason, any value you specify does not take effect.

                      Step 5   Select Save.

                      Create a Voicemail Profile

                      After you add a voicemail server, you must create a voicemail profile and add that server to the profile.

                      Before You Begin

                      Create a Mailstore

                      Procedure
                        Step 1   Open the Cisco Unified Presence Administration interface.
                        Step 2   Depending on your version of Cisco Unified Presence, select one of the following:
                        • Application > Cisco Jabber > Voicemail Profile
                        • Application > Cisco Unified Personal Communicator > Voicemail Profile
                        The Find and List Voicemail Profiles window opens.
                        Step 3   Select Add New. The Voicemail Profile Configuration window opens.
                        Step 4   Specify the required details.
                        Step 5   Add users to the voicemail profile as follows:
                        1. Select Add Users to Profile.
                        2. To retrieve a list of users, in the Find User where field, specify the appropriate filters and then select Find.
                        3. Select the appropriate users from the list.
                        4. Select Add Selected.

                          The selected users are added to the voicemail profile.

                        Step 6   Select Save.
                        What to Do Next

                        Configure Retrieval and Redirection

                        Configure Retrieval and Redirection

                        Configure retrieval so that users can access voicemail messages in the client interface. Configure redirection so that users can send incoming calls to voicemail. You configure retrieval and redirection on Cisco Unified Communications Manager.

                        Before You Begin

                        If you have Cisco Unified Communications Manager release 9.x and later, Apply Mailstore Service.

                        If you have Cisco Unified Communications Manager release 8.x, Create a Voicemail Profile.

                        Procedure
                          Step 1   Open the Cisco Unified CM Administration interface.
                          Step 2   Configure the voicemail pilot.
                          1. Select Advanced Features > Voice Mail > Voice Mail Pilot.

                            The Find and List Voice Mail Pilots window opens.

                          2. Select Add New.

                            The Voice Mail Pilot Configuration window opens.

                          3. Specify the appropriate details on the Voice Mail Pilot Configuration window.
                          4. Select Save.
                          Step 3   Add the voicemail pilot to the voicemail profile.
                          1. Select Advanced Features > Voice Mail > Voice Mail Profile.

                            The Find and List Voice Mail Profiles window opens.

                          2. Specify the appropriate filters in the Find Voice Mail Profile where Voice Mail Profile Name field and then select Find to retrieve a list of profiles.
                          3. Select the appropriate profile from the list.

                            The Voice Mail Pilot Configuration window opens.

                          4. Select the voicemail pilot from the Voice Mail Pilot drop-down list.
                          5. Select Save.
                          Step 4   Specify the voicemail profile in the directory number configuration.
                          1. Select Device > Phone.

                            The Find and List Phones window opens.

                          2. Specify the appropriate filters in the Find Phone where field and then select Find to retrieve a list of devices.
                          3. Select the appropriate device from the list.

                            The Phone Configuration window opens.

                          4. Locate the Association Information section.
                          5. Select the appropriate device number.

                            The Directory Number Configuration window opens.

                          6. Locate the Directory Number Settings section.
                          7. Select the voicemail profile from the Voice Mail Profile drop-down list.
                          8. Select Save.
                          What to Do Next

                          Set a Voicemail Credentials Source

                          Set a Voicemail Credentials Source

                          You can specify a voicemail credentials source for users.


                          Tip

                          In hybrid cloud-based deployments, you can set a voicemail credentials source as part of your configuration file with the VoiceMailService_UseCredentialsForm parameter.

                          Before You Begin

                          Configure Retrieval and Redirection

                          Procedure
                            Step 1   Open the Cisco Unified CM Administration interface.
                            Step 2   Select User Management > User Settings > Service Profile.
                            Step 3   Select the appropriate service profile to open the Service Profile Configuration window.
                            Step 4   In the Voicemail Profile section, select Unified CM - IM and Presence from the Credentials source for voicemail service drop-down list.
                            Note   

                            Do not select Web Conferencing from the Credentials source for voicemail service drop-down list. You cannot currently use conferencing credentials as a credentials source for voicemail services.

                            The user's instant messaging and presence credentials match the user's voicemail credentials. As a result, users do not need to specify their voicemail credentials in the client user interface.

                            What to Do Next

                            Important:

                            There is no mechanism to synchronize credentials between servers. If you specify a credentials source, you must ensure that those credentials match the user's voicemail credentials.

                            For example, you specify that a user's instant messaging and presence credentials match the user's Cisco Unity Connection credentials. The user's instant messaging and presence credentials then change. You must update the user's Cisco Unity Connection credentials to reflect that change.

                            Cloud-Based deployments can use the configuration file parameter VoicemailService_UseCredentialsFrom. Set this parameter to the value phone to use the Cisco Unified Communications Manager credentials to sign in to Cisco Unity Connection.

                            If you have Cisco Unified Communications Manager release 9.x and later, Enable Enhanced Message Waiting Indicator.

                            Enable Enhanced Message Waiting Indicator

                            This procedure applies only if you want to set up a basic voicemail account that allows users to dial in to their voice mailbox. This procedure is not required if you want to set up visual voicemail.

                            A Message Waiting Indicator (MWI) alerts users to the presence of new voice messages. Enhanced MWI provides a count of new voice messages on systems that support this feature. Users can call the voice messaging system to retrieve the messages.

                            Note

                            To enable the basic MWI, follow the instructions in the Cisco Unified Communications Manager documentation for your release. There are no unique configurations for this client.

                            If your deployment supports Enhanced MWI, enable this option in the Cisco Unity Connection Administration portal.

                            Before You Begin

                            Set a Voicemail Credentials Source

                            Procedure
                              Step 1   Open the Cisco Unity Connection Administration interface.
                              Step 2   In the left pane, navigate to Telephony Integrations > Phone System.
                              Step 3   Select the link for the desired phone system.
                              Step 4   In the Message Waiting Indicators section, select the Send Message Counts check box.

                              Configure Voicemail for Cloud-Based Deployments

                              Procedure
                                 Command or ActionPurpose
                                Step 1Configure Voicemail
                                 

                                 

                                Step 2Allow Users to Set Voicemail Server Settings
                                 

                                 

                                Configure Voicemail

                                To configure your voicemail settings, use the Cisco WebEx Administration Tool.

                                What to Do Next

                                Allow Users to Set Voicemail Server Settings

                                Allow Users to Set Voicemail Server Settings

                                Select an option with the Cisco WebEx Administration Tool so that users can specify voicemail server settings in the client interface.

                                Before You Begin

                                Configure Voicemail

                                Procedure
                                  Step 1   Open the Cisco WebEx Administration Tool.
                                  Step 2   Select Configuration > Unified Communications.
                                  Step 3   Select the Voicemail tab.
                                  Step 4   Select Allow user to enter manual settings.

                                  The user can access advanced voicemail settings in the Voicemail Accounts tab on the Options window in the client interface.

                                  The user can access advanced voicemail settings in the client interface by tapping Settings > Voicemail.