Set Up Voicemail on Cisco Unified Communications Manager

Setting up voicemail requires you to configure Cisco Unity Connection and then add voicemail services on Cisco Unified Communications Manager. You can also configure voicemail retrieval and redirection to enable users to access voice mail messages in the client user interface and send incoming calls to voicemail.

This chapter applies to Cisco Unified Communications Manager version 9.0 and higher.

Configure Cisco Unity Connection

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 version 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. Select all other options as appropriate.
    5. 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.

    Add a Voicemail Service

    Allow users to receive voice messages.

    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.

      The UC Service Configuration window opens.

      Step 4   In the Add a UC Service section, select Voicemail from the UC Service Type drop-down list.
      Step 5   Select Next.
      Step 6   Specify details for the voicemail service as follows:
      Product Type

      Select Unity Connection.

      Name

      Enter a descriptive name for the server, for example, PrimaryVoicemailServer.

      Description

      Enter an optional description.

      Hostname/IP Address
      Enter the address of the voicemail server in one of the following formats:
      • Hostname
      • IP Address
      • FQDN
      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 7   Select Save.
      What to Do Next

      Add the voicemail service to your service profile.

      Apply 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

      Create a service profile if none already exist or you require a separate service profile for voicemail.

      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. To synchronize credentials with the voicemail service, select Unified CM - IM and Presence from the Credentials source for voicemail service drop-down list.

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

          Note   

          Do not select Web conferencing. This option uses the conferencing credentials to log in to the voicemail service. You cannot currently synchronize with conferencing credentials.

        Step 5   Select Save.

        Add a Mailstore Service

        The mailstore service provides users with visual voicemail capabilities.

        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.

          The UC Service Configuration window opens.

          Step 4   In the Add a UC Service section, select MailStore from the UC Service Type drop-down list.
          Step 5   Select Next.
          Step 6   Provide details for the mailstore service as follows:
          Name

          Enter a descriptive name for the server, for example, PrimaryMailStoreServer.

          Description

          Enter an optional description.

          Hostname/IP Address
          Enter the address of the mailstore server in one of the following formats:
          • Hostname
          • IP Address
          • FQDN
          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 7   Select Save.
          What to Do Next

          Add the mailstore service to your service profile.

          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

          Create a service profile if none already exist or you require a separate service profile for the 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.

            Configure Retrieval and Redirection

            Configure retrieval so that users can access voice mail 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.

            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 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.

              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_UseCredentialsFrom parameter. See the Installation and Configuration Guide for more information.

              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.