Table Of Contents
User Orientation
Orientation Task List
Settings That Users Can Change
User Orientation
See the following sections in this chapter:
•
Orientation Task List
•Settings That Users Can Change
Orientation Task List
After you create user accounts and 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 Connection. If you are planning supplemental Connection training, also consider reviewing the potential user concerns and misconceptions listed in the "Support Desk Orientation" section on page 6-2.
1. Give each user a Cisco Unity Connection User Guide, a Cisco Unity Connection at a Glance card, a Connection Phone Menus and Shortcuts card, and/or the URLs to the document(s). The Cisco Unity Connection at a Glance and Connection Phone Menus and Shortcuts cards are provided in standard conversation and Optional Conversation 1 versions. (Cards are not available for any other conversation styles.) All user documentation is available at http://www.cisco.com/en/US/products/ps6509/products_user_guide_list.html.
2. 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 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.
3. Give users the phone numbers that they dial to access 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 Connection.
Also give them the name and extension of the Connection administrator and any support desk contact information. There are spaces to record phone numbers and contacts in the Cisco Unity Connection User Guide, and in the Cisco Unity Connection at a Glance and Connection Phone Menus and Shortcuts cards.
4. Provide users with their initial phone passwords. Alternatively, tell users to log on to the Cisco Personal Communications Assistant (PCA) website to set their phone passwords before they call Connection to complete first-time enrollment. (Users are not required to enter an existing phone password in order to change it in the Cisco PCA.)
If users choose not to initially change their password in the Cisco PCA, they will be prompted to change their phone password during first-time enrollment.
5. Make sure that users know that they need to complete first-time enrollment. They do not need to refer to any Connection documentation during enrollment. 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 log on to Connection.
The "Getting Started" chapter of the Cisco Unity Connection User Guide details the tasks that users are asked to complete as part of enrollment.
6. Give users the URL to the Cisco PCA website: http://<Cisco Unity Connection server name>/ciscopca. There are spaces to record this URL in the Cisco Unity Connection User Guide, and in the Cisco Unity Connection at a Glance and Connection Phone Menus and Shortcuts cards.
Users use the Cisco PCA to access the Cisco Unity Assistant, Cisco Unity Inbox, and Cisco Unity Personal Call Transfer Rules, as applicable.
7. Explain to users how to secure their phone and Cisco PCA passwords so that they adequately protect their Connection mailboxes from unauthorized access. Detail the security guidelines for your organization.
Make sure users understand that their Cisco PCA passwords are not related to their Connection phone passwords, nor are the passwords synchronized. Users must use the Cisco Unity Assistant to change their Cisco PCA passwords.
8. Help users understand how Connection works with different types of messages, as applicable to your system configuration:
•Users with voice mail access can customize the order in which messages are played for new, saved, and deleted messages.
•Users who have access to e-mail messages via TTS, and who like to manage voice mail and e-mail messages separately, can turn on the Message Type menu so that they can pick which messages to hear by type ("Press 1 for voice messages, 2 for e-mails..."). Alternatively, users can use the Cisco Unity Assistant to specify that Connection will play e-mail messages last when they check messages by phone.
•Users who have set up an IMAP client application to access voice messages may want to create a folder in their e-mail client to store voice messages separately from other messages.
Users can also use the Save Recording As option available from the Options menu on the Media Master to save voice messages as WAV files on their hard drives. Note, however, that private messages cannot be saved to the user hard drive. In addition, you can prohibit users from saving any messages to their hard drives, regardless of message sensitivity, by checking the Unity Inbox: Disable Save Recording As Option in Media Master check box on the System Settings > Advanced > PCA page in Cisco Unity Connection Administration. To prohibit users from saving any messages sent to an IMAP client, select the Allow Users to Access Message Bodies or the Allow Users to Access Message Bodies Except on Private Messages option when enabling users to access messages using the IMAP client on the Class of Service page.
9. Explain how full mailboxes work with Connection. See the "Support Desk Orientation" section on page 6-2 for issues that users may encounter. Refer users to the Cisco Unity Connection User Guide for similar information.
10. If your organization has users who will use TTY and the TTY prompt set, provide training on using TTY with Connection.
11. Make sure that users who own call handlers or system distribution lists understand their responsibilities (if applicable).
12. As applicable, tell users how to use the Cisco Unity Greetings Administrator and System Broadcast Administrator.
13. Provide training on how to personalize user settings by using the phone and the Cisco Unity Assistant, as summarized in Table 5-1, "Settings That Users Can Change By Using the Cisco Unity Assistant and the Phone Menus." In particular, users may benefit from a hands-on demonstration of the Cisco Unity 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 Personal Call Transfer Rules web tool, and how call transfers, call holding and screening, and caller options are used, as summarized in Table 5-2, "Settings That Users Can Change By Using the Cisco Unity Personal Call Transfer Rules and the Phone Menus."
Users can refer to the Cisco Unity Connection User Guide or to Cisco Unity Assistant Help for further guidance after orientation.
Settings That Users Can Change
Table 5-1 lists settings that users can change by using the Cisco Unity Assistant web tool and by phone.
Table 5-1 Settings That Users Can Change By Using the Cisco Unity Assistant and the Phone Menus
Settings That Can Be Changed by Using the Cisco Unity Assistant
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Settings That Can Be Changed by Using the Phone Menus
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Call Holding and Screening1 :
•Select how Connection handles indirect calls when the user phone is busy, including placing the caller on hold, prompting the caller to hold or leave a message, and sending the caller directly to the greeting
•Select how Connection handles indirect calls, including telling the user who the call is for, announcing that Connection is transferring the call, prompting the user to accept or refuse a call, and prompting callers to say their names
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Call Holding and Screening1:
•None
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Call Transfers2 :
•Transfer indirect calls to an extension or send to the greeting
•Change extension
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Call Transfers2:
•Transfer indirect calls to an extension or send to the greeting
•Change extension
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Caller Options:
•Allow callers to edit messages
•Allow callers to mark messages urgent
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Caller Options:
•None
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Conversation Options:
•Specify conversation input style
•Set speed and language for Connection prompts
•Select full or brief Connection conversation menus
•Select the action that Connection performs when the user calls Connection, including greeting the user by name and announcing the number of new messages by type
•Specify alternative extensions
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Conversation Options:
•Select full or brief Connection conversation menus
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Greetings:
•Record a personal greeting
•Enable or disable greeting
•Specify an expiration date for an enabled greeting
•Switch between system prompt and personal greeting
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Greetings:
•Record a personal greeting
•Enable or disable greeting
•Specify an expiration date for an enabled greeting
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Message Notification:
•Enable or disable a notification device, and change its number
•Specify dialing options
•Select the types of messages and message urgency for which Connection will call a device
•Set up a notification schedule, and specify what happens when a device does not answer, is busy, or fails
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Message Notification:
•Enable or disable a notification device, and change its number
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Message Playback:
•Specify message playback order
•Change the time format used for message time stamps
•Select the action that Connection performs when messages are played, including announcing the name and number of the sender who left a message, whether the timestamp is played before or after the message, and the volume level at which messages are played
•Specify whether Connection plays the Message Type menu
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Message Playback:
•Speed and volume of message as it is played
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Message Addressing:
•Switch between addressing messages to other users by name, or by extension
•Specify order for addressing messages by name (last name followed by first name, or vice versa)
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Message Addressing:
•Switch between addressing to other users by name or by extension (by pressing ##)3
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Personal Settings:
•Record a name
•Specify alternate names
•Change directory listing status
•Change password
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Personal Settings:
•Record a name
•Change directory listing status
•Change password
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Private Lists:
•Enter a display name
•Record a list name
•Add and delete members
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Private Lists:
•Record a list name
•Add and delete members
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Table 5-2 lists settings that users can change by using the Cisco Unity Personal Call Transfer Rules web tool and by phone.
Table 5-2 Settings That Users Can Change By Using the Cisco Unity Personal Call Transfer Rules and the Phone Menus
Settings That Can Be Changed by Using the Cisco Unity Personal Call Transfer Rules
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Settings That Can Be Changed by Using the Phone Menus
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Call Holding and Screening:
•Set up personal call transfer rules to specify how Connection handles direct and indirect calls when the user phone is busy, including placing the caller on hold, prompting the caller to hold or leave a message, and sending the caller directly to the greeting
•Set up personal call transfer rules to specify how Connection handles direct and indirect calls, including telling the user who the call is for, announcing that Connection is transferring the call, prompting the user to accept or refuse a call, and prompting callers to say their names
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Call Holding and Screening:
•None
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Call Transfers:
•Set up personal call transfer rules to transfer direct and indirect calls to an extension, to an external phone number, or to the greeting
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Call Transfers:
•Enable or disable personal call transfer rules to transfer direct or indirect calls to an extension, to an external phone number, or to the greeting
•Enable or disable the Transfer All rule set to forward all calls to voice mail or to another phone number
•Forward all incoming calls directly to Connection, rather than to phone extension
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Caller Options:
•Allow callers to edit messages
•Allow callers to mark messages urgent
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Caller Options:
•None
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Destinations:
•Set up phone numbers or notification devices to use when transferring calls
•Set up groups of destinations to use in personal call transfer rules
•Specify the number of rings that Connection waits before transferring the call to the next destination or to voice mail
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Destinations:
•None
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Personal Contacts:
•Set up an address book of personal contacts to use for both name dialing and call transfer rules
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Personal Contacts:
•None
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Caller Groups
•Create groups of personal contacts, system contacts, or Connection users to use in personal call transfer rules
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Caller Groups
•None
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