Cisco Unity System Administration Guide (With IBM Lotus Domino), Release 4.0(4) - Subscriber Settings [Cisco Unity]

Table Of Contents

Subscriber Settings

Overview: Subscriber Settings

Subscriber Profile Settings

Subscriber Account Settings

Subscriber Phone Password Settings

Subscriber Private List Settings

Subscriber Conversation Settings

Subscriber Call Transfer Settings

Subscriber Greetings Settings

Subscriber Caller Input Settings

Subscriber Messages Settings

Subscriber Message Notification Settings

Chaining Message Notification

Cascading Message Notification

Subscriber Alternate Extension Settings

Setting Up Alternate Extensions

Subscriber Settings

Overview: Subscriber Settings

When a subscriber account is created, it contains the settings defined in the subscriber template on which it is based. You can customize these default settings by changing individual subscriber pages. See the following sections in this chapter for more information about making changes on individual subscriber pages.

•Subscriber Profile Settings

•Subscriber Account Settings

•Subscriber Phone Password Settings

•Subscriber Private List Settings

•Subscriber Conversation Settings

•Subscriber Call Transfer Settings

•Subscriber Greetings Settings

•Subscriber Caller Input Settings

•Subscriber Messages Settings

•Subscriber Message Notification Settings

•Subscriber Alternate Extension Settings

Changing Settings for Multiple Subscribers at Once

If you want to change settings for multiple subscribers at once, there are two methods for you to choose from:

•Use the Bulk Edit utility to modify a subscriber setting that is shared by multiple subscriber accounts. For example, you might use this tool to change a setting so that a group of subscribers will no longer be listed in the phone directory, or to associate a group of subscribers with a particular class of service. Bulk Edit is available in the Tools Depot. (To access Tools Depot, double-click the Cisco Unity Tools Depot icon on the Cisco Unity server desktop. Note that not all subscriber settings are available for modification in Bulk Edit.)

•(Re)run the Cisco Unity Bulk Import wizard when you want to modify unique subscriber settings—such as phone passwords or extensions—for multiple subscribers at once. To do so, refer to the Cisco Unity Bulk Import wizard Help. (To access the Cisco Unity Bulk Import wizard, on the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Bulk Import. Note that not all subscriber settings are available for modification with the Cisco Unity Bulk Import wizard.)

Some of the settings that you enter on the subscriber pages of the Cisco Unity Administrator can also be changed by subscribers. Subscribers can customize some of their own settings either by accessing the Cisco Unity Assistant or by using the subscriber phone conversation. (In version 3.1 and earlier, the Cisco Unity Assistant was known as the ActiveAssistant, or AA.)

Subscriber Profile Settings

Profile settings define how Cisco Unity identifies a subscriber. Some of these settings are defined in the subscriber template, but most are defined in the Cisco Unity account for each individual subscriber.

Use the following table to learn more about subscriber profile settings.

Table 17-1 Subscribers > Subscribers > Profile Page

Field

Considerations

First Name/Last Name

Display only. The first and last names of the subscriber. These fields are filled in automatically from the Person document.

The names entered here are used for directory assistance. Note that subscribers must also have recorded names to be listed in the phone directory.

Display Name

Display only. This setting shows the subscriber name as displayed in the Person document and in the Cisco Unity Administrator. This field is filled in automatically from the Person document.

In most cases, only the first 40 characters are displayed.

Class of Service

Select the class of service to which the subscriber is assigned. The class of service defines permissions and restrictions for using Cisco Unity. To view the details of the selected class of service, click the View link. Note that when you click the link, you leave the Subscribers > Subscribers > Profile page, and move to the Subscribers > Class of Service > Profile page.

Extension

Enter the number that callers dial to reach the subscriber. Enter numerals only, according to the extension numbering plan for your organization. The number must be unique among all extensions on the local Cisco Unity server and within the dialing domain, if there is one. However, a subscriber extension can be the same number as the subscriber Fax ID. Note that many phone system integration features, such as MWI and call forward to personal greeting, require that the Cisco Unity number plan match that of the phone system.

Enter any combination of digits from 0 to 9, up to a maximum of 40 digits.

Fax ID

Enter the number that callers dial to send a fax to the subscriber. This number may be the same as the subscriber extension.

Enter the number that callers dial to send a fax to the subscriber.

Fax Delivery Number

Enter the number that Cisco Unity uses to deliver a fax message to a fax machine. The Fax Delivery Number field appears only if the subscriber belongs to a class of service that permits access to FaxMail.

Recorded Voice

This is the recorded name of the subscriber. You can record a name here for the subscriber, or the subscriber can record the name by using the self-enrollment conversation, the setup options, or by using the Cisco Unity Assistant.

To record the subscriber name here, use the Media Master control bar. Use the Paste From File option on the Options menu of the Media Master control bar to use a prerecorded WAV file as the recording. Note that the Media Master is not available across a firewall that blocks DCOM communications.

Active Schedule

Select a schedule to specify the days and times that the standard and closed subscriber greetings play, as well as the action that Cisco Unity takes after the greeting. To view details of the selected schedule, click the View link. Note that when you click the link, you leave the Profile page, and move to the System > Schedules page.

Time Zone

Select the desired time zone for the subscriber. The default time zone setting is Default, which is the time zone set on the Cisco Unity server. Change this setting only for those subscribers who are located in a different time zone than the Cisco Unity server. The subscriber time zone setting is used for:

•The Message Received Time—When a subscriber listens to messages over the phone, Cisco Unity announces the time that a message was received by using the local time specified for the subscriber.

•The Message Notification Schedule—The schedule displayed on the subscriber message notification pages and in the Cisco Unity Assistant uses the local time specified for the subscriber.

Note that even if you change the time zone setting for a subscriber, the time zone setting on the Cisco Unity server is used to determine when standard and closed greetings are played for callers.

Switch

(for dual phone system integrations only)

Select the phone system that the subscriber uses. If this setting is incorrect, Cisco Unity will not be able to:

•Transfer calls to or from the subscriber.

•Turn message waiting indicators (MWIs) on or off.

•Dial the subscriber extension when the phone is selected as the recording and playback device for the Media Master.

On the System > Ports page, the selected phone system must have an appropriate number of ports set to answer calls and to dial out for MWIs and Media Master recording and playback by phone.

Set Subscriber for Self-Enrollment at Next Login

Check this check box so that the subscriber will be asked at the next logon to record a name and a standard greeting, to set a password, and to choose whether to be listed in directory assistance.

After the subscriber has enrolled, the check box is unchecked automatically. This setting is most commonly used for new subscribers.

List in Phone Directory

Check this check box to list the subscriber in directory assistance, which callers can use to reach subscribers. In addition to checking this check box, note that subscribers must also have recorded names to be listed in the phone directory.

When allowed by the class of service, subscribers can change this setting over the phone or by using the Cisco Unity Assistant.

Phone Security Level

Display only. This setting indicates whether the subscriber belongs to a class of service (COS) that uses regular or enhanced phone security. Regular security indicates that the subscriber uses a password when logging on to Cisco Unity. Enhanced security indicates that the subscriber account uses RSA two-factor user authentication. You select the phone security level for a COS on the Subscribers > Class of Service > Profile page.

Enhanced Security User Alias

Enter the subscriber RSA alias, if you are using enhanced phone security. If this field is left blank, Cisco Unity uses the Domino short name as the RSA alias for the subscriber. The RSA alias that Cisco Unity uses for the subscriber must match the RSA alias that is in the corresponding user account on the ACE/Server. If you change the RSA alias here, you must also change it on the ACE/Server by using the Database Administrator program.

Short Name

Display only. The short name specified in the Domino Person document for the subscriber.

Server

Display only. The Domino server associated with the address book that you selected during import.

Database Filename

Display only. The mail file specified on the Mail tab of the Domino Person document for the subscriber.

User Name

Display only. The hierarchical name specified on the Basics tab in the Domino Person document for the subscriber.

SMTP Address

(for Internet subscribers only)

Enter the e-mail (SMTP) address assigned to the Internet subscriber. Specify the e-mail (SMTP) address to which messages to the Internet subscriber will be sent:

SMTP:alias@domain.com
(for example, aabade@cisco.com)

Internet subscribers do not have Notes specified as their mail system in their Domino Person documents (the address maps to the Forwarding Address on the Person document for the subscriber.) Instead, messages for the subscriber are sent to this e-mail address.

Subscriber Account Settings

You can use the account settings to check the account status for an individual subscriber (whether an account is locked or unlocked). Cisco Unity locks a subscriber account automatically when the Cisco Unity Account Status check box is checked on the Subscribers > Subscriber Template > Account for the template that was used to create the subscriber account.

Cisco Unity also locks a subscriber account when the subscriber reaches the limit of failed logon attempts specified in the account policy:

•When subscribers use the phone to access Cisco Unity, the number of failed logon attempts allowed is set on the Subscribers > Account Policy > Unity Account Lockout page.

•When subscribers use the Cisco Personal Communications Assistant (PCA) to access Cisco Unity, the number of failed logon attempts allowed is set on the System > Authentication page.

•When subscribers use the Cisco Unity Administrator or the Status Monitor to access Cisco Unity, and the applications use the Integrated Windows authentication method (which is the default), the account policy that is specified for each Windows domain account determines the number of failed logon attempts that Windows allows before the user account cannot be used to access Windows (and therefore, the Cisco Unity Administrator or the Status Monitor).

However, when subscribers use the Cisco Unity Administrator or the Status Monitor to access Cisco Unity, and the applications use the Anonymous authentication method, the number of failed logon attempts allowed is set on the System > Authentication page.

You can use the account settings to lockout individual subscriber accounts to prevent subscribers from using the phone or a Cisco Unity web application to access Cisco Unity, or to specify billing IDs specific to your organization.

Note that you cannot use the account settings to change the logon, password, or lockout policy for individual subscriber accounts. To customize an account policy for all Cisco Unity subscribers, see the "Authentication Settings" section on page 28-11. For information on setting up the account policy that applies when subscribers access to Cisco Unity by phone, see the "Account Policy Settings" chapter.

Use the following table to learn more about subscriber account settings.

Table 17-2 Subscribers > Subscribers > Account Page

Field

Considerations

Cisco Unity Account Status

Check this check box to lock the account; uncheck it to unlock the subscriber account. When an account is locked, the subscriber cannot access Cisco Unity by phone, but the subscriber can use the Cisco Unity Administrator, Status Monitor, Cisco Personal Communications Assistant (PCA), and Lotus Notes with IBM Lotus Domino Unified Communications (DUC) for Cisco.

Cisco Unity GUI Access Status

Check this check box to lock an account; uncheck it to unlock the subscriber account. When a subscriber account is locked, the subscriber cannot access Cisco Unity by using the Cisco Unity Administrator, Status Monitor, or the Cisco Personal Communications Assistant (PCA), but the subscriber can access it by phone or by using the Lotus Notes with IBM Lotus Domino Unified Communications (DUC) for Cisco.

This field does not lock or unlock Windows domain accounts.

Created

Display only. This setting shows the date and time that the subscriber account was created.

Last Phone Contact

Display only. This setting shows the date and time that the subscriber last accessed the account by phone.

Billing ID

Enter organization-specific information, such as accounting information, department names, or project codes. This information can be included in subscriber reports.

Call Handlers Owned

Display only. This setting shows call handlers that the subscriber owns. To view them, click the link on the handler name. Note that when you click the call handler link, you leave this page, and move to the Call Management > Call Handlers > Profile page.

Subscriber Phone Password Settings

Phone password settings define whether subscribers can set their own phone passwords and when they must change their passwords. In addition, you can use the phone passwords for individual subscribers in the following situations:

•When a subscriber forgets a password, you can reset the password.

•When more than one subscriber has access to the same account, you can set the password and not allow subscribers to change it.

You can use the Cisco Unity Bulk Import wizard to set phone passwords for multiple subscriber accounts at the same time. (Refer to the Cisco Unity Bulk Import Help for details.) For information on setting up the account policy that applies when subscribers access Cisco Unity by phone—including minimum phone password length—see the "Account Policy Settings" chapter.

Tip As a best practice, specify a long—eight or more digits—and non-trivial password when you set subscriber passwords, and if you allow subscribers to change their own passwords, encourage them to do the same.

Note that the phone password is separate from any password a subscriber uses to log on to the operating system or to a Cisco Unity web application, such as the Cisco Unity Administrator or the Cisco Personal Communications Assistant (PCA). For more information, see the "Securing and Changing Cisco PCA Passwords" section.

Use the following table to learn more about subscriber password settings.

Table 17-3 Subscribers > Subscribers > Phone Password Page

Field

Considerations

User Cannot Change Password

Check this check box to prevent the subscriber from changing the phone password. Use of this setting is most applicable for accounts that can be accessed by more than one person. When you check this check box, also check the Password Never Expires check box.

If you leave this check box unchecked, subscribers can use the Cisco Unity phone conversation or the Cisco Unity Assistant to set their phone passwords. Encourage them to specify long—eight or more digits—and non-trivial passwords as a way to help protect their accounts from unauthorized access and toll fraud. (The minimum phone password length is specified on the Subscribers > Account Policy > Phone Password Restrictions page).

User Must Change Password at Next Login

Check this check box when you have set a temporary phone password, and want the subscriber to set a new password the next time that the subscriber logs on to Cisco Unity by phone.

Encourage subscribers to specify long—eight or more digits—and non-trivial passwords as a way to help protect their accounts from unauthorized access and toll fraud. (The minimum phone password length is specified on the Subscribers > Account Policy > Phone Password Restrictions page).

Password Never Expires

Check this check box for low-security subscribers or for accounts that can be accessed by more than one person.

Uncheck the check box to require the subscriber to change the phone password at the interval specified on the Subscribers > Account Policy > Phone Password Restrictions page.

Password

Enter a password by using digits 0 through 9. To help protect Cisco Unity from unauthorized access and toll fraud, enter a long—eight or more digits—and non-trivial password. (The minimum length of the password is set on the Subscribers > Account Policy > Phone Password Restrictions page.)

To have Cisco Unity prompt the subscriber to set a new password, also check the User Must Change Password at Next Login check box.

Confirm Password

Enter the new password again to confirm the entry.

Date of Last Change

Display only. This setting shows the date the password was last changed.

Subscriber Private List Settings

Private distribution lists, like public distribution lists, are used to send voice messages to more than one subscriber at a time. You can set up private lists for a subscriber in the Cisco Unity Administrator, though the subscriber is the only person who can send voice messages to the list. Subscribers can set up private lists by using the Cisco Unity Assistant or by phone. (Note that in version 3.1 and earlier, the Cisco Unity Assistant was known as the ActiveAssistant, or AA.) Refer subscribers to the "Overview: Changing Private List Settings" chapter in the Cisco Unity User Guide for details.

Note that private distribution lists in Cisco Unity are stored on the server with the other subscriber settings. Therefore, subscribers can address messages to private lists only over the phone, not from Lotus Notes with IBM Lotus Domino Unified Communications (DUC) for Cisco.

For detailed instructions, refer subscribers to the "Overview: Sending and Responding to Messages" chapter of the Cisco Unity User Guide. (The Cisco Unity User Guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/ug/ug404/dom/index.htm.)

Use the following table to learn more about subscriber private list settings.

Table 17-4 Subscribers > Subscribers > Private Lists Page

Field

Considerations

Private Lists

Select the list to which the settings on the rest of the page will apply.

You can modify the settings on this page for the selected list. To create a new list, click an empty list and add settings, or click a list that is no longer used and modify the settings.

Name of List

This setting shows the name of the selected list.

Recorded Name

This is the recorded name of the list. Because subscribers address messages to private lists by phone only in number mode, Cisco Unity plays the recorded name so that subscribers can verify that they have addressed the message to the correct list.

To record a list name, use the Media Master control bar. Use the Paste From File option on the Options menu to use a prerecorded WAV file. Note that the Media Master is not available across a firewall that blocks DCOM communications.

Current Members of <List>

This setting shows the subscribers on the list. There is no limit imposed on the number of subscribers that can be added to a private list. Other private lists cannot be members of a private list; however, a public distribution list can be a member of a private list. To add or remove subscribers from the list, click Change Members.

Subscriber Conversation Settings

The Cisco Unity conversation—or the TUI (telephone user interface)—is a set of prerecorded instructions and options that Cisco Unity plays over the phone to subscribers when they listen to, send, and manage messages, and when they change their Cisco Unity settings. Conversation settings define some of what subscribers hear and how they hear it.

Some of the customizations that you can make by using the conversation settings include:

•Setting volume level, and selecting the language in which Cisco Unity plays instructions to the subscriber.

•Specifying which conversation style subscribers hear. You can also specify whether subscribers hear the comprehensive instructions offered by the full menus, or brief menus for each conversation style. (For information on using Optional Conversation 1 rather than the standard conversation style, see the "Activating Optional Conversation 1 for Subscribers" section on page 7-16.)

•Enabling Cisco Unity to play a prompt that reminds subscribers when their alternate greeting is turned on. (Note that you can also customize how Cisco Unity handles calls to subscribers who have their alternate greeting enabled. For example, you can specify that Cisco Unity will transfer callers to the subscriber greeting without ringing the phone; prevent callers from skipping the subscriber greeting; and even prevent callers from leaving messages at all. For details, see the "Subscriber Template Greetings Settings" section on page 13-13 or the "Subscriber Greetings Settings" section, as applicable.)

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

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

•Selecting the destination—such as a call handler, interview handler, subscriber, or directory assistance—that Cisco Unity sends subscribers to when they exit the subscriber conversation.

Use the following table to learn more about subscriber conversation settings. To learn more about additional ways that you and subscribers can change the conversation, see the "How You Can Customize Cisco Unity Conversations" section on page 7-1 and the "How Subscribers Can Customize the Cisco Unity Conversation" section on page 7-23.

Table 17-5 Subscribers > Subscriber > Conversation Page

Field

Considerations

Menu Style

Choose one of these options:

•Full Menus—Subscribers hear comprehensive instructions; select for a new subscriber.

•Brief Menus—Subscribers hear abbreviated versions of the full menus; select for a more experienced subscriber.

Volume Level

(for analog or DTMF integrations only)

Select the volume level at which subscribers hear the Cisco Unity conversation. Subscribers can also adjust the volume temporarily from their phones.

Language

Select the language in which the subscriber conversation plays instructions to subscribers.

The language setting also controls the language used for Text to Speech (TTS). (Note that to use TTS, your organization must purchase TTS licenses and install the applicable TTS languages. TTS is controlled by class of service.)

The TTY language allows TTY subscribers to read Cisco Unity prompts and to record messages by using a TTY device. TTY functionality is supported only when G.711 is selected as the system-wide message recording and storage codec.

Time Format

Select the time format used for the message timestamps that subscribers hear when they listen to their messages over the phone:

•System Default—Subscribers hear message timestamps in the time format specified in the Use 24-Hour Time Format for Conversation and Schedules field on the System > Configuration > Settings page.

•12-Hour Clock—Subscribers hear 1:00 p.m. when listening to the timestamp for a message left at 1:00 p.m.

•24-Hour Clock—Subscribers hear 13:00 when listening to the timestamp for a message left at 1:00 p.m.

Subscribers can set their own time format preferences in the Cisco Unity Assistant.

Conversation Style

Select the conversation style that subscribers hear when they listen to and manage their messages over the phone:

•Standard Conversation—Subscribers hear the menus depicted in the Cisco Unity Phone Menus for the Standard Conversation.

•Optional Conversation 1—Subscribers hear the menus depicted in the Cisco Unity Phone Menus for Optional Conversation 1.

You can use either full or brief menu style with each conversation style.

When Exiting the Conversation, Send Subscriber To

Select the destination to which Cisco Unity sends the subscriber when exiting the conversation.

•Call Handler—Sends the call to the call handler that you select.

•Directory Handler—Sends the call to directory assistance.

•Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.

•Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.

•Interview Handler—Sends the call to the interview handler that you select.

•CVM Mailbox Reset—Sends the call to the mailbox reset conversation (available only when you use the Community Voice Mail package).

•Sign-In—Sends the call to the subscriber logon conversation.

•Subscriber—Sends the call to the subscriber that you select.

Identify a Subscriber By

Select how the conversation prompts subscribers to address messages to other subscribers. Subscribers can address messages over the phone by entering subscriber extensions, by spelling their first names, or by spelling their last names. Addressing by name requires lettered keypads on subscriber phones.

Regardless of the option you choose here, as subscribers address a message by phone, they can switch between addressing by name and addressing by extension by pressing the # key twice. However, when the Enable Spelled Name Search check box is unchecked on the System > Configuration > Settings page, subscribers can address messages over the phone only by entering subscriber extensions.

Subscriber Recorded Name

Check this check box to have Cisco Unity play the recorded name of the subscriber when the subscriber accesses Cisco Unity by phone.

Uncheck the check box to have Cisco Unity go directly to the message count.

Alternate Greeting Notification

Check this check box to have Cisco Unity notify subscribers when they have their alternate greeting turned on. Cisco Unity plays the notification immediately after subscribers log on to Cisco Unity by phone, and then Cisco Unity plays a menu from which subscribers can choose to leave their alternate greeting on, turn it off, or play it.

This box controls only whether subscribers are notified that their alternate greeting is enabled when they access Cisco Unity by phone; subscribers are always notified when their alternate greeting is enabled in the Cisco PCA, even when this box is unchecked.

Note that you can also customize how Cisco Unity handles calls to subscribers who have their alternate greeting enabled on the Alternate Greetings pages for subscriber templates and individual subscriber accounts.

Message Count Totals

Check this check box to have Cisco Unity announce the total number of messages that are marked new. The number includes voice, e-mail, fax, and receipt messages, as applicable.

Voice Message Count

Check this check box to have Cisco Unity announce the number of voice messages that are marked new.

E-Mail Message Count

Check this check box to have Cisco Unity announce the number of e-mail messages that are marked new.

Fax Count

Check this check box to have Cisco Unity announce the number of fax messages that are marked new.

Saved Message Count

Check this check box to have Cisco Unity announce the total number of messages that have been saved. The number includes voice, e-mail, fax, and receipt messages.

Message Type Menu

Check this check box so that Cisco Unity plays the following menu when subscribers log on to Cisco Unity over the phone:

•Press 1 to hear voice messages

•Press 2 to hear e-mails

•Press 3 to hear faxes

•Press 4 to hear receipts

Note that although the e-mail and fax options are available in the Message Type Menu, Cisco Unity plays e-mails and faxes only when the subscriber is assigned to a class of service that has the Text to Speech (TTS) and FaxMail features enabled. With fax messages, Cisco Unity plays only message properties (for example, the sender, date, and time).

Subscribers can also enable the Message Type menu by using the Cisco Unity Assistant.

Sort by Message Type

Select a message type, and then click the Move Up and Move Down buttons to reorder the list of message types. Cisco Unity plays messages in the order that you specify here.

Cisco Unity plays e-mails and faxes only when the subscriber is assigned to a class of service that has the Text to Speech (TTS) and FaxMail features enabled. With fax messages, Cisco Unity plays only message properties (for example, the sender, date, and time).

Subscribers can also specify the order in which Cisco Unity plays new and saved messages by using the Cisco Unity Assistant.

Then By

Click Newest First or Oldest First to specify the message order for new and saved messages.

Note that except for receipts, urgent messages are always played before regular messages for each message type (receipts are sorted by the time that they were sent).

Sender's Information

Check this check box so that Cisco Unity plays caller information about a message sender before playing a message. The information that Cisco Unity plays depends on how Cisco Unity is set up.

By default, Cisco Unity plays the following information when the Sender's Information check box is checked:

•For messages left by an identified subscriber, Cisco Unity plays the recorded name of the subscriber before playing the message. If the subscriber does not have a recorded name, Cisco Unity plays the primary extension associated with the subscriber instead.

•For messages left by an unidentified caller, Cisco Unity does not provide the phone number (ANI or caller ID) information before playing the message.

However, you can use the Bulk Edit utility (available in Tools Depot) to enable Cisco Unity to announce additional caller information when the Sender's Information check box is checked:

•For messages left by an identified subscriber, Cisco Unity plays the recorded name (if available) and the extension before playing the message.

•For messages left by unidentified caller, Cisco Unity plays the phone number (if available) of the caller before playing the message.

Message Number

Check this check box to have Cisco Unity announce the sequential number of a message ("Message one...").

Use with the Message Count Totals check box to help subscribers keep track of the number of unheard messages.

Before Playing Each Message, Play:

Time the Message Was Sent

Check this check box to have Cisco Unity announce the date and time a message was sent, before playing the message.

After Playing Each Message, Play:

Time the Message Was Sent

Check this check box to have Cisco Unity announce the date and time a message was sent, after playing the message.

Subscriber Call Transfer Settings

Call transfer settings specify how Cisco Unity handles calls transferred from the automated attendant or a directory handler to subscriber phones. (Note that transfer options do not apply when an outsider caller or another subscriber dials a subscriber extension directly.)

These settings also specify how Cisco Unity handles a transfer: Cisco Unity can either release the call to the phone system, or it can supervise the transfer. When Cisco Unity is set to supervise transfers, it can provide additional call control with call holding and call screening for indirect calls:

•With call holding, when the phone is busy, Cisco Unity can ask callers to hold. Each caller on hold uses a Cisco Unity port and a phone system port, so the total number of callers that can be holding in the queue at any one time is limited by the number of available ports.

The wait time in the call holding queue for the first caller in the queue defaults to 25 seconds. If the caller is still on hold after this amount of time, Cisco Unity asks if the caller wants to continue holding, leave a message, or try another extension. If the caller does not press 1 to continue holding, or press 2 to leave a message, the caller will be transferred back to the Opening Greeting. Subsequent callers in the holding queue will be told how many other callers are in the queue ahead of them, in addition to these options. (For more information on call holding, see the "Configuring Call Waiting Hold Time" section on page 7-14 and the "Cisco Unity Music on Hold" section on page 7-15.)

If call holding is not selected, callers are sent to whichever subscriber or handler greeting is enabled—the busy, standard, closed, or alternate greeting.

•With call screening, Cisco Unity can ask for the name of the caller before connecting to a subscriber. The subscriber can then hear who is calling and, when a phone is shared by more than one subscriber, who the call is for. The subscriber can then accept or refuse the call.

If the call is accepted, it is transferred to the subscriber phone. If the call is refused, Cisco Unity plays the applicable subscriber greeting.

Tip Refer to your phone system documentation for information on transfer, screening, and holding options for direct calls to subscriber extensions. Subscriber desk phones may also offer similar features.

Both primary and alternate extensions use the same transfer settings. Use the following table to learn more about subscriber call transfer settings.

Table 17-6 Subscribers > Subscriber Template > Call Transfer Page

Field

Considerations

Transfer Incoming Calls to Subscriber's Phone

Choose one of these options:

•No (Send Directly)—The extension assigned to the subscriber does not ring for indirect calls; Cisco Unity plays the subscriber greeting.

•Yes, Ring Subscriber's Extension—Cisco Unity sends indirect calls to the extension assigned to the subscriber (displayed in the adjacent box). When Supervise Transfer is selected, use in conjunction with Rings to Wait For field to set the number of times the extension rings before Cisco Unity plays the subscriber or handler greeting.

•Yes, Ring Subscriber at This Number—Cisco Unity sends indirect calls to the number entered in the adjacent box. When Supervise Transfer is selected, use in conjunction with Rings to Wait For field to set the number of times the extension rings before Cisco Unity plays the subscriber or handler greeting. When a SIP phone system is integrated with Cisco Unity and the transfer type is Release to Switch, using a comma to insert a pause will not work.

Note The restriction tables associated with your class of service—rather than the subscriber COS—may prohibit you from entering certain phone numbers for subscribers.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Transfer Type

Select how Cisco Unity transfers calls. Use this setting with caution and only if you understand its implications on the phone and voice messaging systems.

•Release to Switch—Cisco Unity puts the caller on hold, dials the extension, and releases the call to the phone system. When the line is busy or is not answered, the phone system—not Cisco Unity—forwards the call to the subscriber or handler greeting. This transfer type allows Cisco Unity to process incoming calls more quickly. Use Release to Switch only when call forwarding is enabled on the phone system.

•Supervise Transfer—Cisco Unity acts as a receptionist, handling the transfer. If the line is busy or the call is not answered, Cisco Unity—not the phone system—forwards the call to the subscriber or handler greeting. You can use supervised transfer whether or not the phone system forwards calls.

The Transfer Type option is unavailable when Transfer Incoming Calls is set to the No (Send Directly) option.Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Rings to Wait For

Select the number of times the extension rings before Cisco Unity plays the subscriber or handler greeting.

Set this value to at least 3 to give subscribers a chance to answer. Avoid setting to more than 4, especially if the call may be transferred to another extension, where the caller might have to wait for another set of rings. This value should be at least two rings fewer than the phone system setting for forwarding calls.

This option is unavailable when Transfer Incoming Calls is set to the No (Send Directly) option or when Release to Switch is selected.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

If the Call Is Busy

Select the how Cisco Unity handles calls when the subscriber phone is busy. You may want to use holding options sparingly, because having calls on hold can tie up ports.

•Always Hold—Cisco Unity plays a prompt indicating that the extension is busy. The caller is put on hold.

•No Holding—Cisco Unity prompts the caller to leave a message and allows the caller to dial another extension.

•Ask Caller—Cisco Unity gives the caller the options of holding, leaving a message, or dialing another extension.

These options are unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Announce

Check this check box to have Cisco Unity say "transferring call" when the subscriber answers the phone.

This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Introduce (Call for Name)

Check this check box to have Cisco Unity say "call for <subscriber recorded name>" or "call for <dialed extension number>" when the subscriber answers the phone. Use this setting when subscribers share a phone or a subscriber takes calls from more than one dialed extension.

This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Confirm (Call Can Be Accepted or Refused)

Check this check box to have Cisco Unity prompt the subscriber to accept or refuse a call. If the call is accepted, it is transferred to the subscriber phone. If the call is refused, Cisco Unity plays the applicable subscriber greeting. You use this setting with the Ask Caller's Name setting to allow the subscriber to screen calls.

This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Ask Caller's Name

Check this check box to have Cisco Unity prompt callers to say their names. When the phone is answered, the subscriber hears "Call from..." before Cisco Unity transfers the call. You use this setting with the Confirm setting to allow the subscriber to screen calls.

This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.

Transfer options apply only to indirect calls; they do not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Subscriber Greetings Settings

Each subscriber and call handler can have up to five greetings. The greeting settings specify which greetings are enabled, how long they are enabled, the greeting source, and the actions that Cisco Unity takes during and after each greeting. When a greeting is enabled, Cisco Unity will play the greeting in the applicable situation until the specified date and time arrives, and then the greeting is automatically disabled. A greeting can also be enabled to play indefinitely, which is useful for busy or closed greetings, or when an alternate greeting is used by a subscriber during a leave of absence.

You can customize how Cisco Unity handles calls to subscribers who have the alternate greeting enabled. For example, you can specify that for as long as the alternate greeting is enabled, Cisco Unity:

•Transfers callers directly to the greeting without ringing the subscriber phone when calls are transferred from the automated attendant or a directory handler to the subscriber extension. (The subscriber phone will ring if an outsider caller or another subscriber dials a subscriber extension directly.) This option is particularly well-received by subscribers who share a phone.

•Prevent all callers from skipping the greeting. In this way, you can increase caller awareness of a subscriber absence.

•Prevent all callers from leaving messages. By specifying that Cisco Unity will prevent all callers from leaving messages, you can help reduce mailbox size when a subscriber is out of the office and does not plan to check messages regularly.

None of the options listed above apply when other Cisco Unity subscribers use the Cisco Unity conversation ("Press 2 to send a message") or another Cisco Unity client application to send a message to a subscriber.

Tip By checking the Alternate Greeting Notification check box on the subscriber Conversation pages in the Cisco Unity Administrator, you can enable Cisco Unity to play a prompt to remind subscribers when their alternate greeting is enabled. The prompts plays after subscribers log on by phone.
The Cisco PCA automatically displays a reminder when subscribers have their alternate greeting turned on, and indicates which caller options you enabled for them.

Cisco Unity plays the greetings that you enable, as described in the following table. Note that some greetings override other greetings when they are enabled.

Standard

Plays at all times unless overridden by another greeting. You cannot disable the standard greeting.

Closed

Plays during the closed (nonbusiness) hours defined for the active schedule. A closed greeting overrides the standard greeting, and thus limits the standard greeting to the open hours defined for the active schedule.

Internal

Plays to internal callers only. It can provide information that only coworkers need to know. (For example, "I will be in the lab all afternoon.") An internal greeting overrides the standard and closed greetings.

Not all phone system integrations provide the support necessary for an internal greeting.

Busy

Plays when the extension is busy. (For example, "All of our operators are with other customers.") A busy greeting overrides the standard, closed, and internal greetings.

Not all phone system integrations provide the support necessary for a busy greeting.

Alternate

Can be used for a variety of special situations, such as vacations, leave of absence, or a holiday. (For example, "I will be out of the office until....") An alternate greeting overrides all other greetings.

Subscribers can enable as many greetings as they want; they can manage all of their greetings by phone, or by using the Cisco Unity Assistant. Based on the options you select in the Cisco Unity Administrator, the Cisco Unity Assistant presents information to subscribers that explains how Cisco Unity handles their calls when their alternate greeting is enabled. (Note that in version 3.1 and earlier, the Cisco Unity Assistant was known as the ActiveAssistant, or AA.)

Use the following table to learn more about subscriber greeting settings.

Table 17-7 Subscribers > Subscriber > Greetings Page

Field

Considerations

Greeting

Select the greeting that you want to specify settings for. This setting does not reflect which of the greetings is active.

Status

Indicate whether the selected greeting is enabled and for how long:

•When a call handler greeting is enabled, it is enabled until you disable it.

•When a subscriber greeting is enabled, Cisco Unity plays it in the applicable situation until the specified date and time arrives, and then the greeting is automatically disabled.

Recording a greeting does not automatically enable it; it must be enabled here.

Source

Indicate the source for the greeting selected in the Greeting field:

•System—Select to use the prerecorded system default greeting. Cisco Unity plays a prerecorded greeting along with the recorded name of the subscriber (for example, "Sorry, <subscriber name> is not available"). If the subscriber does not have a recorded name, Cisco Unity plays the subscriber extension instead. When a greeting is enabled but not recorded, Cisco Unity plays a prerecorded system greeting.

•Recording—Select to use a personal recording for the subscriber (or call handler). To record and play greetings here, use the Media Master control bar (Note that the Media Master is not available across a firewall that blocks DCOM communications.) Use the Paste From File option on the Options menu of the Media Master control bar to use a prerecorded WAV file as the recording.

Note Recording a greeting does not enable it.

•Blank—Select to have no recording. When the greeting source is left blank, Cisco Unity immediately performs the after-greeting action.

Default: Recordings for call handlers; System for subscriber greetings.

Caller Options

(for alternate greetings only)

Indicate how Cisco Unity handles calls to subscribers who have their alternate greetings enabled. You can check any or all of the following check boxes:

•Transfer Callers to Greeting Without Ringing the Subscriber Phone

•Prevent Callers From Skipping the Subscriber Greeting

•Prevent Callers From Leaving Messages

Consider that the Transfer Callers to Greeting Without Ringing the Subscriber Phone setting only works when calls are transferred from the automated attendant or a directory handler to the subscriber extension; the setting does not apply when an outsider caller or another subscriber dials a subscriber extension directly.

Also, note that caller options do not apply when other Cisco Unity subscribers send messages by using the Cisco Unity conversation ("Press 2 to send a message") or by using another Cisco Unity client application.

Allow Caller Input

Check this check box to enable caller input for the greeting. The Caller Input page defines the actions that Cisco Unity takes in response to touchtone keys pressed by callers. Click the Caller Input link to view the Caller Input page.

Default: Check box checked.

After Greeting

Indicate the action that Cisco Unity performs after the greeting plays:

•Take Message—Cisco Unity records a message from the caller. Click the Take Message link to view the Messages page.

•Say Good-Bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-Bye link to view the Goodbye call handler.

•Send Caller To—Cisco Unity sends the call to the destination that you select:

–Call Handler—Sends the call to the call handler that you select.

–Directory Handler—Sends the call to directory assistance.

–Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.

–Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.

–Interview Handler—Sends the call to the interview handler that you select.

–Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.

–Subscriber—Sends the call to the subscriber that you select.

–Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.

–Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.

Default: Take Message.

Reprompt the User After this Many Seconds of Silence

Check this check box and enter a value in the field on the right to indicate the number of seconds of silence to allow. When Cisco Unity receives no input from a caller within this number of seconds, Cisco Unity prompts the caller again.

Default: Two seconds; check box is unchecked.

Number of Times to Reprompt

Indicate the number of times to reprompt a caller. After the number of times indicated here, Cisco Unity performs the after-greeting action.

Default: One time.

Subscriber Caller Input Settings

Caller input settings define actions that Cisco Unity takes in response to touchtone keys pressed by callers. For each subscriber greeting that allows caller input, you can use caller input settings to allow callers to skip the subscriber greeting, to record a message, to exit the greeting, or perhaps to transfer to a call handler, directory handler, or interview handler of your choice. (For Cisco Unity to recognize caller input during a subscriber greeting, the Allow Caller Input check box must be checked on each applicable Greetings page.)

Subscribers cannot enable caller input for a greeting, nor can they specify what Cisco Unity does when callers press specific keys; however, the greeting that mentions the key presses that are available to callers is recorded either by the subscriber or the administrator. (For example, "I am unable to take your call right now. To speak to my assistant, press 3. To leave a message, press 4. To speak to a sales representative, press 5.")

You also use caller input settings to specify which key(s) subscribers can press to interrupt a subscriber greeting so that they can log on to Cisco Unity, and what subscribers hear after Cisco Unity prompts them to log on. For details and best practices, see the "Specifying How Subscribers Log On to Cisco Unity From Subscriber Greetings" section on page 7-11. For information on setting up system transfers, see the "Setting Up System Transfers" section on page 7-21.

Use the following table to learn more about subscriber caller input settings. For instructions on how to specify caller input settings, see the "Subscriber Template Greetings Settings" section on page 13-13.

Table 17-8 Subscribers > Subscribers > Caller Input Page

Field

Considerations

Allow Callers to Dial an Extension During Greeting

Check this check box to allow callers to enter an extension while a greeting plays. Use in conjunction with the Lock This Key check box to allow callers to enter some extensions but not others.

(For Cisco Unity to recognize caller input during a subscriber greeting, the Allow Caller Input check box must be checked on each applicable Greetings page.)

Default: Check box checked.

Milliseconds to Wait for Additional Digits

Indicate the amount of time Cisco Unity waits for additional input after callers press a single key that is not locked. If there is no input within this time, Cisco Unity performs the action assigned to the single key.

A value of 1500 (one and one-half seconds) is recommended.

This option is unavailable if the Allow Callers to Dial an Extension During Greeting check box is unchecked.

Default: 1,500 milliseconds.

Lock This Key to the Action

Check this check box to have Cisco Unity ignore additional input after callers press the key; Cisco Unity performs the action assigned to the key. To create efficient caller input menus, lock all keys except those that begin extensions on your system. You also can lock a key to block calls to extensions that begin with that key.

To lock the actions for all keys, uncheck the Allow Callers to Dial an Extension During Greeting check box.

Default: Check box not checked.

Action

Indicate the action that Cisco Unity performs after a caller presses the corresponding key.

•Ignore Key—No action taken. Cisco Unity plays the entire greeting, then performs the after-greeting action.

•Skip Greeting—Cisco Unity skips the greeting and performs the after-greeting action. Skip Greeting is assigned to # by default to provide callers a standard way to skip greetings.

•Take Message—Cisco Unity records a message from the caller. The greeting should indicate that a message will be recorded. Click the Take Message link to view the associated Messages page.

•Say Good-Bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-Bye link to view the Goodbye call handler.

•Send Caller To—Cisco Unity sends the call to the destination that you select:

–Call Handler—Sends the call to the call handler that you select.

–Directory Handler—Sends the call to directory assistance.

–Easy Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers only to enter their password.

–Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.

–Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.

–Interview Handler—Sends the call to the interview handler that you select.

–Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.

–Subscriber—Sends the call to the subscriber that you select.

–Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.

–Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.

Subscriber Messages Settings

Message settings define the following:

•The maximum recording length for messages from unidentified callers. (Note that for some integrations, you can set up Cisco Unity so that as a caller records a message, a warning tone is played before the caller reaches the maximum allowable message length. See the "Enabling a Warning Tone for End of Recording" section on page 7-10 for details.)

•What unidentified callers can do when leaving messages.

•The language of the Cisco Unity prompts that callers hear when leaving messages for subscribers.

•Whether subscribers are notified with message waiting indicators (MWIs) that they have voice messages.

•One or more extensions where the MWI will be activated when subscribers have voice messages.

For information on how you can change the way that Cisco Unity handles messages when calls are disconnected while subscribers are in the process of sending, replying to, or forwarding a message, see the "How Cisco Unity Handles Messages That Are Interrupted by Disconnected Calls" section.

To Enable MWIs

Cisco Unity can use the MWI on the phone to alert the subscriber to new voice messages. MWIs are not used to indicate the receipt of new e-mail, fax, or return receipt messages.

Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.

Step 2 Confirm that the Use MWI for Message Notification check box is checked.

Step 3 Click the Add button located beneath the MWI Extensions table to add a row to the table. By default, the first row in the table contains an "X" to indicate the primary extension assigned to a subscriber. If you want one more extension and do not need to activate the MWI on the primary extension, you can also modify the first row.

Step 4 Enter the applicable extension in the Extension field of the table. MWIs are automatically enabled for all rows in the table. When entering characters in the MWI Extensions table, consider the following:

•Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.

•Enter , (comma) to insert a one-second pause.

•Enter # and * to correspond to the # and * keys on the phone.

Step 5 Click the Save icon.

Step 6 Repeat Step 3 through Step 5 as necessary.

To modify or disable an MWI for an extension, do the following procedure.

To Modify or Delete Alternate MWIs

Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.

Step 2 Do either of the following:

•To modify an extension, change the extension in the MWI Extensions table.

•To delete extensions, check the check boxes next to the rows that you want to delete in the MWI Extensions table, and then click the Delete button.

Step 3 Click the Save icon.

Step 4 Repeat Step 2 and Step 3 as necessary.

Use the following table to learn more about subscriber message settings.

Table 17-9 Subscribers > Subscribers > Messages Page

Field

Considerations

Maximum Message Length in Seconds

Set the recording length allowed for messages left by unidentified callers.

Recipients may want to limit the length of messages from unidentified callers. Some departments, such as Customer Service, may want to permit much longer messages.

If enabled, a warning tone will sound before the maximum message length is reached.

After Message Action

Indicate the action that Cisco Unity performs after an unidentified caller leaves a message:

•Say Good-Bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-Bye link to view the Goodbye call handler.

•Send Caller To—Cisco Unity sends the call to the destination that you select:

–Call Handler—Sends the call to the call handler that you select.

–Directory Handler—Sends the call to directory assistance.

–Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.

–Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.

–Interview Handler—Sends the call to the interview handler that you select.

–Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.

–Subscriber—Sends the call to the subscriber that you select.

–Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.

–Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.

Default: Say goodbye.

Callers Can Edit Messages

Check this check box to allow callers to be prompted to listen to, add to, rerecord, or delete their messages.

Balance giving callers the additional control of editing messages with having voice messaging ports tied up for the additional time.

Mark Messages as Urgent

Indicate the action that Cisco Unity will allow:

•Always—All messages left by unidentified callers are marked urgent. This may be useful for Sales or Technical Support call handlers.

•Never—Messages left by unidentified calls are never marked urgent.

•Ask Caller for Their Preference—Cisco Unity asks unidentified callers whether to mark their messages urgent.

Note that Cisco Unity plays new urgent messages before other messages.

Language That Callers Hear

Select the language in which system prompts are played to callers. The language setting affects system prompts such as "You may record your message at the tone."

If you choose Inherited, Cisco Unity determines the language to use for system prompts on a per-call basis, depending upon the language set by the handler or routing rule that processed the call. If the language is set to Inherited for every rule and handler that processes a call, then the system prompts are played in the default phone language.

The default phone language and the list of languages shown here are set on the System > Configuration > Phone Languages page.

Use MWI for Message Notification

Check this check box to have Cisco Unity use the message waiting indicator (MWI) on the phone to alert the subscriber of new voice messages. MWIs are not used to indicate new e-mail, fax, or receipt messages.

Indicator Lamps

Display only. Indicates whether the subscriber has any message waiting indicators (MWIs) on or off. You can click the Refresh Status to display the latest MWI status.

MWI Extensions

When the Use MWI for Message Notification field is enabled, Cisco Unity uses the extension or extensions listed in the MWI Extensions table to activate message waiting indicators (MWIs).

By default, one row in the table contains an "X" to indicate the primary extension assigned to a subscriber. You can change this row or add more rows to the table to have Cisco Unity activate MWIs for another extension or phone number. MWIs are enabled for all rows in the table; to disable an MWI for an extension, delete the row from the table.

You can assign subscribers up to nine alternate MWIs. The alternate MWI extensions must be unique—up to the dialing domain level, if applicable—and no more than 30 digits in length

When entering characters in the MWI Extensions table, consider the following:

•Enter digits 0 through 9.

•Do not use spaces, dashes, or parentheses between digits.

•Enter , (comma) to insert a one-second pause.

•Enter # and * to correspond to the # and * keys on the phone.

•If the extension that you enter is intended to light an MWI on a phone that requires a different lamp code than the phone associated with the primary extension, make sure that your phone system is programmed to support multiple lamp codes.

•MWIs are enabled for all rows in the table.

Subscriber Message Notification Settings

Message notification settings allow you to control how and when Cisco Unity notifies a subscriber of new messages. Cisco Unity can notify a subscriber of new messages by calling a phone or pager, or by sending an e-mail. Additionally, Cisco Unity can send message notifications in the form of text messages to text pagers and text-compatible cell phones using SMTP or in the form of SMS messages to wireless devices using SMPP.

By default Cisco Unity sends a notification of a new message to a device (such as a cell phone) and the device forwards the call back to Cisco Unity because the device did not answer, Cisco Unity will reject the forwarded message notification call. As a result, the subscriber mailbox will not be filled with forwarded message notification announcements. Because Cisco Unity rejects the forwarded message notification call, the call does not create a new message for the subscriber and does not trigger a new message notification call.

To set up message notification for a subscriber, you select a notification device—phone, pager, text pager, or SMS (SMPP) device—and enter a phone number or e-mail address, as applicable. (Before you can set up SMTP or SMS (SMPP) notifications, you must first set up an SMTP gateway and/or enter the SMPP provider information, as applicable for each. For details, see the "Setting Up Text Message Notifications" section.) The settings for each notification device allow you to control when and how notifications are sent to the first and subsequent devices. Generally, you adjust these settings on the message notification page of a specific subscriber and not in the subscriber template. However, you may want to enter notification settings in the subscriber template if, for example, you want to set up "chaining" or "cascading" message notification for an entire department of new subscribers. For more information, see the "Chaining Message Notification" section, and the "Cascading Message Notification" section.

Subscribers can set it up message notification themselves by using the Cisco Unity Assistant, if available. Subscribers can also enter the phone number and status of four of the notification devices—home phone, work phone, spare phone, and pager—by using Cisco Unity phone menus. (Note that in version 3.1 and earlier, the Cisco Unity Assistant was known as the ActiveAssistant, or AA.)

Use Table 17-10 to learn more about subscriber message notification settings. Note that any message notification that you set up on the Subscribers > Subscribers > Message Notification page is in addition to the message waiting indication that you set up on the Subscribers > Subscribers > Messages page. To set up message notification for a subscriber template, see the "Subscriber Template Message Notification Settings" section on page 13-23.

Chaining Message Notification

Message notification can be set to "chain" to a series of notification devices if an attempt to send notification to the first selected device fails. The definition of failure to a notification device is based on the options you select for retrying a device that is not answered or is busy.

The Cisco Unity Administrator does not allow pager devices to be used for chaining message notification because notification to these devices does not fail.

To Set Up Chaining Message Notification

Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Message Notification page.

Step 2 Click a notification device from the Device list, and enter settings for it, as applicable.

Step 3 Click another device in the If Notification Fails, Send Notification To field.

Step 4 In the Device list at the top of the page, click the same device that you indicated in Step 3, and enter settings for it as you would normally, with the following exceptions:

•In the Notify Subscriber Of table, uncheck all types and urgency of messages that should generate notification. If any message types are checked in this table, message notification for this device will commence immediately and will not wait for the notification failure of the previous device. Therefore, your notifications will not chain but all trigger at once.

•In the Send Initial Notification After How Many Minutes field, leave the default setting of 0.

Step 5 Repeat Step 3 and Step 4 for any subsequent devices that you wish to chain for message notification.

Cascading Message Notification

Cascading message notification allows you to set up a series of notifications to a widening circle of recipients.

For example, to create a hierarchy of message notifications for your Technical Support department, set the first message notification to be sent immediately to the pager of the front-line technical support representative. The next notification can be sent after a delay of 15 minutes to the pager of the department manager. A third notification can be sent after a delay of 30 minutes to an employee in the Problem Resolution Group.

Notifications continue to cascade according to the options you selected until the message has been saved or deleted by a recipient.

To Set Up Cascading Message Notification

Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Message Notification page.

Step 2 Select a notification device and enter settings for it, as applicable.

Step 3 Specify the desired delay in the Send Initial Notification After How Many Minutes field. Typically, you will space notifications between the devices at regular intervals, such as every 15 minutes. For example, you might specify 0 as the delay for the first device, 15 as the delay for the second device, 30 for the third device, and so on.

Step 4 Select None in the If Notification Fails, Send Notification To field.

Step 5 Repeat Step 2 through Step 4 for the second and subsequent devices.

Use the following table to learn more about subscriber message notification settings.

Table 17-10 Subscribers > Subscriber > Message Notification Page

Field

Considerations

Device

Select the device that you want to use for message notification. For text message notifications, consider the following:

•To set up SMS (SMPP) text message notifications, click SMS (SMPP). Enter the SMPP provider that you want to use on the System > SMPP page. In addition, if your site uses a firewall, open the port(s) used by the SMPP server so that Cisco Unity can communicate with it.

•To set up SMTP text message notifications, click Text Pager 1 or Text Pager 2. Your site must have an SMTP gateway to use this option.

Phone Number

(not available for Text Pager or SMS (SMPP) notifications)

Enter the phone number, including trunk access code, of the selected device. Use digits 0 through 9 and the following dialing characters in the phone number:

•, (comma) to insert a one-second pause.

•# and * to correspond to the # and * keys on the phone.

Subscribers can change this number over the phone.

Note that the restriction tables associated with your class of service—rather than the subscriber COS—may prohibit you from entering certain phone numbers for subscribers.

Extra Digits

(not available for Text Pager or SMS (SMPP) notifications)

Enter any extra digits that Cisco Unity will dial after the phone number. The effect of the extra digits depends on the selected device. For pagers, the extra digits are shown on the pager display.

Dialing Options

(not available for Text Pager or SMS (SMPP) notifications)

Select the dialing options:

•Try to Detect Connection—Cisco Unity waits until it detects a connection before dialing the digits in Extra Digits.

•Seconds to Wait—Cisco Unity can wait a specified number of seconds before dialing the digits in Extra Digits. Use this option if the automatic call progress detection is not reliable (for example, when phone lines are noisy or when ringing patterns are unusual).

To:

(for Text Pager and SMS (SMPP) notifications only)

Depending on whether you are setting up message notification for a text-compatible cell phone or pager, or for SMS (SMPP) devices:

•For SMTP text message notifications, enter the e-mail address of the subscriber text pager, text-compatible cell phone, or another e-mail account (such as a home e-mail address).

•For SMS (SMPP) text message notifications, enter the phone number of the SMS-compatible device. The format and the number you enter depends on the SMPP Provider. The provider may require that you include international country codes, beginning with a plus sign (+) and followed by the country code, area, city, or trunk code, and then the number for the device (for example, +12065551234). Do not start with a zero or the international dialing prefix. Do not include spaces, dashes, parentheses or other punctuation.

Up to 128 characters can be entered in this field.

From:

(for Text Pager and SMS (SMPP) notifications only)

Enter a phone number or alphanumeric text (as applicable) in this field if the subscriber has a text-compatible cell phone or pager or is using an SMS (SMPP) device, and wants to include a return phone number in the message notification. Typically, this field contains the number that the subscriber calls to check messages.

For SMS (SMPP) text message notifications, the format and the number you enter depends on the SMPP Provider. The provider may require that you include international country codes, beginning with a plus sign (+) and followed by the country code, area, city, or trunk code, and then the number for the device (for example, +12065551234). Do not start with a zero or the international dialing prefix. Do not include spaces, dashes, parentheses or other punctuation.

Note For SMS (SMPP) devices, consider that some service providers replace the number that you enter in the From field with their own phone number. For an alternative method of including a call back number, try entering the number that the subscriber calls to check messages in the Send field.

The From phone number appears in the last line of any Text Pager notification. A subscriber can press the Return Call button on many text-compatible cell phones to dial the phone number. The cell phone must support automatic callback in order to use this feature.

Up to 40 characters can be entered in this field.

Send:

(for Text Pager notifications only)

Enter the text message that the subscriber wants to receive in a Text Pager notification. For example, you might enter "Urgent message for Technical Support" for a subscriber who is on call for the technical support department. Every time a message arrives that matches the criteria selected in the message notification settings, the Cisco Unity Messaging System sends this text message.

Note To include a call back number, try entering the number that the subscriber calls to check messages within the message text (for example, enter the number in this format: tel:2062562900).

Up to 160 characters can be entered in this field. (For SMS devices, depending on the character set you configure Cisco Unity to use, messages that are shorter than 160 characters may be truncated.)

Include Voice Mail, E-Mail, and Fax Message Counts

(for Text Pager and SMS (SMPP) notifications only)

Check this check box if you want the Text Pager notification to include a count of each voice mail, e-mail, and fax message.

When the subscriber receives the notification, the message count appears as a line for each type of message. For example:

–9 voice mail

–2 urgent voice mail

–17 urgent e-mail

The e-mail count does not include nondelivery receipts or meeting requests.

SMPP Provider

(for SMS (SMPP) notifications only)

Select the applicable SMPP provider. You can add a provider to this list on the System > SMPP page.

Status

Indicate whether to turn message notification to this device on or off. Subscribers can change this setting over the phone.

•Enabled—Cisco Unity calls the device when there are new messages.

•Disabled—Cisco Unity does not call the device. Disabling a device does not delete its settings.

Notify Subscriber Of

Select the types of messages and message urgency for which Cisco Unity will call the device. If no message type is selected, Cisco Unity does not call the device.

When setting up a chain of message notification devices, select messages in this field only for the first device. If any message types are selected for any device other than the first, message notification for this device will commence immediately and will not wait for the notification failure of the previous device. Therefore, your notifications will not chain but all trigger at once.

Notification Schedule

In the grid, click the blocks to change between inactive (no notifications) and active (notifications okay). Cisco Unity makes notification calls during the active hours, if there are new messages. When a new message arrives during inactive hours, Cisco Unity sends a message notification at the start of the next active hour in the schedule.

Note that you can set active and inactive hours for one day, then use Copy Day's Schedule to copy the settings to other days.

Copy Day's Schedule

To avoid clicking the same blocks for more than one day, use the Copy Day's Schedule and >> functions. Select a day to copy, then select which days to copy the schedule setting to.

Notification Options:

Send Initial Notification After How Many Minutes

Specify the delay from the time a message is received until the message notification triggers (if the message matches the criteria selected in the Notify Subscriber Of section). You can space notifications on different devices at regular intervals, such as 15 minutes, to achieve a cascading message notification effect.

If the delay time takes the notification out to a time when the device schedule is no longer active, the notification does not take place.

The range for the delay field is 0 to 120 minutes. The default is 0 minutes.

Notification Options:

Restart Notification

or Repeat Notification

Use to specify the timing of message notification according to subscriber needs. Choose one of these options:

•Restart Notification Each Time a New Message Arrives—When this option is selected, Cisco Unity begins a notification process immediately upon the arrival of each message that matches the selected criteria. Cisco Unity considers notification successful if the device answers, even if new messages remain. (For example, notification is considered successful even when an answering machine picks up and records the message, but the message remains unread in the e-mail Inbox.)

Note that if you activate the Restart Notification option and the Send Initial Notification field is set to 0, then Cisco Unity triggers the message notification immediately. However, if you enter a delay in the Send Initial Notification field, then Cisco Unity delays notification that number of minutes instead of dialing immediately. Messages that arrive during the delay period will not trigger separate notifications.

•Repeat Notification If There Are Still New Messages After This Many Minutes—When this option is selected and a duration specified, Cisco Unity attempts notification immediately after the first message, and then initiates a notification schedule based on the specified interval. For example, if you set the repeat notification interval to 5 minutes at 11:47 a.m., Cisco Unity will notify the subscriber of new messages at 11:50 a.m., 11:55 a.m., 12:00 p.m., 12:05 p.m., 12:10 p.m., 12:15 p.m., 12:20 p.m., 12:25 p.m., and so on. The notification schedule is effective for as long as the subscriber has one or more new messages.

The range for the redial frequency field is 1 to 100 minutes.

If Device Does Not Answer

(not available for Text Pager or SMS (SMPP) notifications)

Indicate settings for the following:

•Wait for How Many Rings Before Hanging Up—Set to a minimum of 3 rings. Choose a higher number to give a subscriber more time to get to the phone.

•Try Again How Many Times—Choose a higher number to reach a subscriber who steps away from the phone briefly. Choose a lower number to avoid disturbing others.

•How Many Minutes to Wait Between Tries—Choose a higher number to reach a subscriber who is away from the phone for long periods of time.

If Device Is Busy

(not available for Text Pager or SMS (SMPP) notifications)

Indicate settings for the following:

•Try Again How Many Times—Choose a higher number to reach a subscriber who uses the phone frequently.

•How Many Minutes to Wait Between Tries—Choose a higher number to reach a subscriber who has long phone conversations.

If Notification Fails, Send Notification To

(not available for Text Pager or SMS (SMPP) notifications)

Select an option for an additional device to send notification to when the first device does not answer or is busy, and the maximum number of retries has been reached. Cisco Unity calls the next device only if it is enabled and its schedule is current.

Cisco Unity considers message notification successful if a device answers, even if, for example, an answering machine answers. Cisco Unity considers that message notification has failed only after all selected no-answer and busy signal retries have been exhausted.

Switch

(for dual phone system integrations only)

Select the phone system that Cisco Unity dials out on when notifying the subscriber of new messages. Each notification device (except for text pagers and SMS devices) can be associated with a specific phone system.

On the System > Ports page, the selected phone system must have at least one port set to dial out for message notification.

Subscriber Alternate Extension Settings

In addition to the "primary" extension that you specify for subscribers, you can assign subscribers up to nine alternate extensions. (The primary extension is the one that you assign to each subscriber when you create his or her subscriber account; it is listed on the Subscribers > Subscribers > Profile page.)

Reasons to Use Alternate Extensions

There are several reasons that you may want to specify alternate extensions for subscribers. For example, if you have more than one Cisco Unity server that accesses a single, corporate-wide directory, you may want to use alternate extensions to simplify addressing messages to subscribers at the different locations. With alternate extensions, the number that a subscriber uses when addressing a message to someone at another location can be the same number that the subscriber dials when calling. You may also want to use alternate extensions to:

•Handle multiple line appearances on subscriber phones.

•Offer easy message access on direct calls from a cell phone, home phone, or phone at an alternate work site (assuming that the phone number is passed along to Cisco Unity from these other phone systems). In addition, when such phones are used as alternate extensions, and are set to forward to Cisco Unity, callers can listen to the subscriber greeting, and leave messages for the subscriber just as they would when dialing the primary extension for the subscriber.

Tip To reduce the number of requests from subscribers who want alternate extensions set up for multiple cell phones, home phones, and other phones, give subscribers class of service (COS) rights to specify their own set of alternate extensions. (See the Subscribers > Class of Service > Profile page.) With proper COS rights, a subscriber can specify up to five alternate extensions in the Cisco Unity Assistant—in addition to the nine that you can specify on the Subscribers > Alternate Extensions page in the Cisco Unity Administrator.

•Enable URL-based extensions in Cisco Unity for an integration with a SIP phone system.

How Alternate Extensions Work

Before you set up alternate extensions, review the following list for information on how alternate extensions work:

•Alternate extensions cannot exceed 30 characters in length. By default, each administrator-defined alternate extension must be at least 3 characters in length, while subscriber-defined alternate extensions must be at least 10 characters.

You can use the Advanced Settings tool in Tools Depot to specify a minimum extension length for the extensions entered in the Cisco Unity Administrator and the Cisco Unity Assistant. Refer to the Advanced Settings Tool Help for details on using the settings. Respectively, the settings are Administration—Set the Minimum Length for Locations, and Administration—Set the Minimum Length for Subscriber-Defined Alternate Extensions.

•You can control whether subscribers can use the Cisco Unity Assistant to view the alternate extensions that you specify in the Cisco Unity Administrator. To do so, see the Subscribers > Class of Service > Profile page. The Subscriber-Defined Alternate Extension table displays the alternate extensions that the subscriber adds.

•Neither the Cisco Unity Administrator nor the Cisco Unity Assistant will accept an extension that is already assigned to another subscriber (either as a primary or alternate extension), or to a public distribution list, call handler, directory handler, or interview handler. Cisco Unity verifies that each alternate extension is unique—up to the dialing domain level, if applicable—before allowing either an administrator or a subscriber to create it.

•All alternate extensions use the same transfer settings as the primary extension.

•In many cases, Cisco Unity can activate a message waiting indicator (MWI) for an alternate extension. However, depending on the phones and phone systems involved, some additional phone system programming may be required to set this up.

Setting Up Alternate Extensions

Do the applicable procedure to add, modify, or delete alternate extensions:

•To Add Administrator-Defined Alternate Extensions

•To Modify or Delete Alternate Extension(s)

To Add Administrator-Defined Alternate Extensions

Step 1 In the Cisco Unity Administrator, go to any Subscribers > Alternate Extensions page.

Step 2 In the Administrator-Defined Alternate Extensions table, enter an extension in any row. When entering characters in the Alternate Extensions table, consider the following:

•You can enter an extension up to 30 characters in length. (SIP integrations can use up to 30 alphanumeric characters.)

•Each extension must be unique—up to the dialing domain level, if applicable.

•Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.

•For SIP integrations, you can also enter a valid alias for a SIP URL. For example, if the URL is SIP:aabade@cisco.com, enter aabade. Do not use spaces.

•Rows are numbered as a convenience. You can enter alternate extensions in any order, and you can have blank rows.

Step 3 Repeat Step 2 as necessary.

Step 4 Click the Save icon. Alternate extensions are enabled for all rows in the table.

To Modify or Delete Alternate Extension(s)

Step 1 In the Cisco Unity Administrator, go to any Subscribers > Alternate Extensions page.

Step 2 Do any of the following:

•To modify an extension, change the extension in the Alternate Extensions table.

•To delete extensions, check the check boxes next to the alternate extensions that you want to delete.

•To remove all alternate extensions listed in the table, click Select All.

Step 3 Click the Save icon.

Step 4 Repeat Step 2 and Step 3 as necessary.

Note You can run the Cisco Unity Bulk Import wizard when you want to add alternate extensions for multiple subscribers at once. When you do, the Cisco Unity Bulk Import wizard appends the new alternate extensions to the existing table of alternate extensions, beginning with the first blank row.