Cisco Unity System Administration Guide (With Lotus Domino), Release 4.0(1)
Subscriber and Operator Orientation

Table Of Contents

Subscriber and Operator Orientation

Overview: Subscriber and Operator Orientation

Subscriber Orientation

Operator Orientation


Subscriber and Operator Orientation


Overview: Subscriber and Operator Orientation

Subscribers and operators in your organization need information about Cisco Unity that is specific to your installation. This chapter reviews the preparations for orienting subscribers and operators to Cisco Unity.

Subscriber Orientation—This section provides a list of tasks to perform before subscribers begin using Cisco Unity.

Operator Orientation—This section provides information specific to operators who will be using Cisco Unity.

Subscriber Orientation

After you create subscriber accounts and set up the client applications that subscribers will use to access Cisco Unity from their computers, complete the tasks in this section to acquaint subscribers with Cisco Unity. If you have Internet subscribers in your organization, review the Networking in Cisco Unity Guide for information on how Cisco Unity behaves differently for these subscribers, and acquaint them with Cisco Unity accordingly.

Give each subscriber a Cisco Unity User Guide, a Cisco Unity Phone Menus card, or the URLs to both. Note that the Cisco Unity touchtone phone menus described in the Cisco Unity User Guide depict the standard conversation, rather than the Optional Conversation 1 (see the "Using Optional Conversation 1" section on page 10-8 for more information).

Subscriber documentation is available on Cisco.com at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.

Give subscribers the phone numbers that they dial from inside and from outside the organization to access Cisco Unity. Also give them the name and extension of the system administrator. There are spaces to record this information in the Cisco Unity User Guide and the Cisco Unity Phone Menus card. If you enable easy message access on their phones, show them which button or key to use to access Cisco Unity.

Provide each subscriber with a phone password. Subscriber template settings include an initial phone password for subscribers, which is 12345. See the "Subscriber Template Passwords Settings" section on page 10-4 for more information.

Give subscribers the URL to the Cisco Personal Communications Assistant (PCA) website: http://<Cisco Unity server name>/ciscopca. Subscribers can use the Cisco PCA website to access the Cisco Unity Assistant. There are spaces to record this information in the Cisco Unity User Guide and the Cisco Unity Phone Menus card.

Note that in version 3.1 and earlier, the Cisco Unity Assistant was known as the ActiveAssistant, or AA. Subscribers who use a bookmarked ActiveAssistant URL will be automatically redirected to the Cisco PCA website.

If you set up Cisco Unity to use SSL, but did not distribute the certificate to the trusted root store for all users in the domain by adding it to the Group Policy (or did not tell subscribers how to add the certificate to the trusted root store on their own computers), advise subscribers about the security alert that will be displayed each time that they access the Cisco PCA. Tell them that they can ignore the warning and proceed to use theCisco PCA without doing any harm to their computers or the network.

(To prevent the browser from displaying the security alert, see the "Configuring Subscriber Browsers To Use the Cisco PCA" section.)

Make sure that subscribers understand that Cisco Unity and IBM Lotus Notes handle deleted messages in the same way; thus, when subscribers delete messages over the phone, they cannot use Cisco Unity to retrieve them.

Explain to subscribers who work with Lotus Notes offline that Cisco Unity relies on the Domino server to determine whether the subscriber has listened to new messages. Therefore, when a subscriber listens to new messages by using Lotus Notes with IBM Lotus Domino Unified Communications Services (DUCS) for Cisco Unity, MWIs on subscriber phones are not turned off until the Lotus Notes client replicates with the Domino server.

If your organization has enabled the warning tone for the maximum allowable recording length, explain to subscribers that as they record messages, a warning tone will sound before they reach the maximum recording length. When they hear the warning tone, they must conclude their message. For more information on the warning tone, see the "Enabling a Warning Tone for End of Recording" section on page 24-18.

If your organization uses Digital Networking to network Cisco Unity servers together, explain to subscribers the methods for addressing voice messages to other locations: over the phone, and in IBM Lotus Domino Unified Communications Services (DUCS) for Cisco Unity. For detailed information, refer to the Networking in Cisco Unity Guide, which is available on Cisco.com at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guide_books_list.html.

Provide training on using the phone or the Cisco Unity Assistant to personalize subscriber settings in Cisco Unity, as summarized in Table 6-1. Subscribers can refer to the Cisco Unity User Guide or the online Help available in the Cisco Unity Assistant for further guidance after orientation.

Table 6-1 Settings that Subscribers Can Change 

Cisco Unity Assistant Settings
Phone Conversation Settings

Greetings:

Record a personal greeting

Enable or disable greeting

Switch between system prompt and personal greeting

Greetings:

Record a personal greeting

Enable or disable greeting

Call Transfers:

Transfer calls to an extension or send to the greeting

Change extension

Call Transfers:

Transfer calls to an extension or send to the greeting

Change extension

Call Holding and Screening:

Select the action that Cisco Unity performs for unidentified callers when the subscriber 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 the action that Cisco Unity performs when the subscriber answers calls from unidentified callers, including telling the subscriber who the call is for, announcing that Cisco Unity is transferring the call, prompting the subscriber to accept or refuse a call, and prompting callers to say their names

Call Holding and Screening:

None

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 Cisco Unity 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:

Select full or brief Cisco Unity conversation menus

Select the action that Cisco Unity performs when the subscriber calls Cisco Unity, including greeting the subscriber by name and announcing the number of new messages by type

Select the action that Cisco Unity 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

Message Playback:

Select full or brief Cisco Unity conversation menus

Message Addressing:

Switch between addressing messages to other subscribers 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 subscribers by name or by extension (by pressing ##)*

Caller Options:

Allow callers to edit messages

Allow callers to mark messages urgent

Caller Options:

None

Personal Settings:

Record a name

Specify a fax delivery number

Change directory listing status

Change password

Select the language used for the subscriber phone conversation

Personal Settings:

Record a name

Specify fax delivery number

Change directory listing status

Change password

Private Lists:

Enter a display name

Record a name

Add and delete members

Private Lists:

Add and delete members


*Note that this depends on whether you have enabled spelled name addressing. See the "Configuration Settings" section on page 24-2 for details.

Operator Orientation

Operator orientation should address the same points as subscriber orientation, but in greater detail. Operators must be familiar with how subscribers use Cisco Unity. When subscribers have questions about Cisco Unity, the operator is the person they are likely to ask.

In addition to the items discussed in the "Subscriber Orientation" section, operators also need to understand the following concepts and tasks:

Roles of the operator and the automated attendant

The way your organization uses the automated attendant determines what the operator responsibilities are. The automated attendant is a call handler that is used in place of a human operator to answer and direct calls by playing greetings and responding to touchtones. The automated attendant can provide a menu of options (for example, "For Sales, press 1; for Service, press 2."), and it can also provide information (for example, "Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m.").

Directing calls

Regardless of how your organization uses the automated attendant, many calls will go to the operator. The operator must know how to direct calls to voice mail and to subscriber phones. To direct calls to voice mail, the operator can dial Cisco Unity and at the opening greeting, dial the subscriber extension and then press #2. The subscriber phone does not ring, and the transferred caller hears the subscriber greeting.

You can also create a call handler for each subscriber to send calls directly to their greetings. For details on setting this up, refer to the techtip, "How to Transfer a Caller Directly into a Mailbox," available on Cisco.com.

Changing call handler greetings over the phone

The operator may be responsible for changing call handler greetings for the organization over the phone, when changing the greeting on the Cisco Unity server is not practical. For example, if the office is unexpectedly closed because of bad weather, the operator can call Cisco Unity and change the call handler greeting to the alternate greeting, or record a new greeting stating that the office is closed. For more information, see the "Call Handler Greetings Settings" section on page 18-8.