Table Of Contents

Cisco Unity Connection Conversation

How Outside Callers Interact With Cisco Unity Connection by Phone

How Users Interact With Cisco Unity Connection by Phone

How Administrators Can Customize the User Conversation

Advanced Conversation Configuration Settings

Customizing the Language of System Prompts

Class of Service Settings

User Account and Template Settings

How Users Can Customize the User Conversation

Cisco Unity Connection Conversation

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A Cisco Unity Connection conversation is a set of prerecorded prompts and menu options that callers hear as they interact with Connection by phone. It is organized into two main conversations—one for outside callers and one for Connection users. This chapter summarizes the Connection conversation and the ways that you can customize it.

See the following sections:

•How Outside Callers Interact With Cisco Unity Connection by Phone

•How Users Interact With Cisco Unity Connection by Phone

•How Administrators Can Customize the User Conversation

•How Users Can Customize the User Conversation

How Outside Callers Interact With Cisco Unity Connection by Phone

When outside callers access Cisco Unity Connection by phone, they hear a set of prerecorded instructions and options known as the outside caller conversation. The outside caller conversation enables callers to access the Connection automated attendant, conduct user searches by using directory assistance, use call routing options, and play audiotext messages.

How Users Interact With Cisco Unity Connection by Phone

When users log on to Cisco Unity Connection by phone, they hear the user conversation. Its collection of prompts enables users to log on to Connection, enroll as new Connection users, send and receive messages, record greetings, and change their personal settings.

There are two ways in which users can interact with Connection by phone:

•Touchtone keys—Users press keys on any touchtone phone to respond to prompts, or select menu options.

•Voice commands—Users speak into the phone handset, headset, or speakerphone and Connection responds to their voice commands. Users have the option to press touchtone keys for a primary set of commands rather than say a voice command.

You specify whether users are prompted to use touchtone keys or voice commands when they log on to Connection.

How Administrators Can Customize the User Conversation

There are a number of ways administrators can customize the conversations that callers and users hear as they interact with Cisco Unity Connection.

See the following sections:

•Advanced Conversation Configuration Settings

•Customizing the Language of System Prompts

•Class of Service Settings

•User Account and Template Settings

Advanced Conversation Configuration Settings

From the Advanced Conversation Configuration page in the Connection Administration, some of the system-wide conversation customizations that you can make for all users include:

•Changing how users skip messages during message playback for both the standard conversation and optional conversation 1.

•Changing the order in which Connection prompts users to address and record messages.

•Changing how users confirm message addressing.

•Changing what users hear when they manage deleted messages.

•Setting up system transfers.

See the "Changing Conversation Settings for All Users" chapter for information and procedures for customizing the Connection conversation from the Advanced Conversation Configuration page.

Customizing the Language of System Prompts

The prompts that come with the Cisco Unity Connection system are played in different combinations in multiple places in the phone conversation. All system prompts are located in the Cisco Unity Connection\TuiResources\Prompts directories and subdirectories.

While changing, replacing, and deleting prompts is not supported and can cause system errors, you can specify the default language in which system prompts are played to all Connection users and callers. See the "Language of System Prompts" section on page 13-7 for steps on changing the default language that Connection uses to play system prompts.

Note that all system prompts are automatically deleted and replaced when you upgrade Cisco Unity Connection (including maintenance upgrades).

Class of Service Settings

From the Class of Service settings page in Cisco Unity Connection Administration, conversation customizations that you can make for users include:

•Specifying call transfer and holding options

•Enabling deleted message access

•Determining the length of recorded names, greetings, and messages

•Enabling features such as live reply, voice recognition, and text to speech

•Choosing the type of message security that users will have

For detailed information on conversation-related settings that can be changed for a class of service, see the "Setting Up Features and Functionality That Are Controlled by Class of Service" chapter of the User Moves, Adds, and Changes Guide for Cisco Unity Connection in Cisco Unified CMBE, at http://www.cisco.com/en/US/products/ps7273/prod_maintenance_guides_list.html.

User Account and Template Settings

Some of the conversation customizations that you can make for a user or a template that you will use to create users include:

Phone Menu Settings

•Selecting the language.

•Setting the speed and volume level.

•Specifying how long Connection waits for a user to respond to a menu, and how many times Connection repeats the menu when the user does not respond.

•Choosing whether users can use the touchtone or voice-recognition conversation when they listen to and manage their messages over the phone. Note the following:

–There are several versions of the touchtone conversation to choose from. Each version offers menus with a unique keypad mapping. You can also specify whether users hear full or brief menus.

–The voice-recognition conversation is a licensed feature. To use it, users must belong to a class of service that offers the license and have the feature enabled for them. Although users can use touchtone keys instead of voice commands at any time, you cannot specify the touchtone conversation that is offered with the voice-recognition conversation.

•Enabling an alternate greeting notification.

•Determining how users exit the user conversation.

•Enabling features such as Message Locator and Phone View.

Playback Message Settings

Dictating how messages are presented to users over the phone. For example, you can specify whether users hear the Message Type menu, message counts, and timestamps when they check messages, and you can specify the order in which Connection plays messages.

Send Message Settings

•Determining whether a user can send broadcast messages to other users, or update broadcast messages

•Determining whether users address messages to other users by entering extensions, by spelling first names, or by spelling last names.

For detailed information on conversation-related settings that can be changed per user, see the "Setting Up Features and Functionality That Are Controlled by User Account Settings" chapter of the User Moves, Adds, and Changes Guide for Cisco Unity Connection in Cisco Unified CMBE, at http://www.cisco.com/en/US/products/ps7273/prod_maintenance_guides_list.html.

How Users Can Customize the User Conversation

Cisco Unity Connection users can customize the conversation that they hear in a number of ways. See Table 12-1 for a summary.

Table 12-1 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	Settings That Can Be Changed by Using the Phone Menus
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	Call Holding and Screening1: •None
Call Transfers2 : •Transfer indirect calls to an extension or send to the greeting •Change extension	Call Transfers2: •Transfer indirect calls to an extension or send to the greeting •Change extension
Caller Options: •Allow callers to edit messages •Allow callers to mark messages urgent	Caller Options: •None
Conversation Options: •Specify whether they hear the touchtone or voice-recognition conversation that is selected for them •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	Conversation Options: •Select full or brief Connection conversation menus
Greetings: •Record a personal greeting •Enable or disable greeting •Specify an expiration date for an enabled greeting •Switch between system prompt and personal greeting	Greetings: •Record a personal greeting •Enable or disable greeting •Specify an expiration date for an enabled greeting
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	Message Notification: •Enable or disable a notification device, and change its number
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	Message Playback: •Speed and volume of message as it is played
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)	Message Addressing: •Switch between addressing to other users by name or by extension (by pressing ##)3
Personal Settings: •Record a name •Specify alternate names •Change directory listing status •Change password	Personal Settings: •Record a name •Change directory listing status •Change password
Private Lists: •Enter a display name •Record a list name •Add and delete members	Private Lists: •Record a list name •Add and delete members

1 Call holding and screening options apply only to incoming calls that were routed to the user from the automated attendant or a directory handler, and not on direct calls. Holding and screening options do not apply when an outside caller or another user dials a user extension directly. In addition, holding and screening options are only available when supervised transfers are enabled. These settings apply if the user does not have Cisco Unity Personal Call Transfer Rules enabled. 2 Call transfer options apply only to incoming calls that were routed to the user from the automated attendant or a directory handler, and not on direct calls. Transfer options do not apply when an outside caller or another user dials a user extension directly. These settings apply if the user does not have Cisco Unity Personal Call Transfer Rules enabled. 3 Note that this depends on whether you have enabled spelled name addressing.