Integrated Messaging

This topic describes the Cisco Unity Express Integrated Messaging feature that uses IMAP.

Integrated Messaging allows IMAP clients to retrieve, delete, and change the state of voicemail messages.

  • Integrated Messaging is disabled by default.
  • Supports up to 250 IMAP sessions.
  • Voicemail messages are downloaded as email attachments.
  • Client email is configured with the user ID and password of the Cisco Unity Express subscriber.

Integrated Messaging is a feature of Cisco Unity Express that allows users to manage voicemail messages by using an IMAP-compatible email client.

Integrated Messaging on Cisco Unity Express is the convergence feature for voicemail and email systems. It allows subscribers to have an integrated view of their emails and voicemail messages from a single email client via IMAP. Subscribers can delete voicemail messages or mark them as read or unread as they would for email messages. Cisco Unity Express does not support the ability to create, send, or reply to voicemails from the email client.

The email client is configured with the user ID and password of the Cisco Unity Express subscriber. The subscriber must have network access to the Cisco Unity Express system. The voicemail messages are downloaded as attachments to email messages. Subscribers can access the voicemail messages over the network or can download them selectively. If the messages are downloaded, subscribers can play them locally on standard media players without requiring a connection to Cisco Unity Express. Accessing voicemail messages from GDMs is not supported. To access this feature, subscribers must be configured with the vm-imap privilege.

Subscribers cannot retrieve the following types of messages from their personal mailboxes:

  • Broadcast messages
  • Private messages

Cisco Unity Express VoiceView Express

This topic describes Cisco Unity Express VoiceView Express.

  • Cisco Unity Express VoiceView Express allows voicemail users to manage voicemail messages from the displays of their IP phones.
  • Maximum of 32 VoiceView Express sessions.
    1. A subscriber browsing through voice messages on the VoiceView Express phone screen is one VoiceView Express session.
    2. A subscriber listening to or recording a voice message or greeting with VoiceView Express is a VoiceView Express session and a TUI session.
  • VoiceView Express sessions are separate from GUI and TUI sessions.
  • Specify the VoiceView Express systemwide session timeout; the default is 5 minutes.

The VoiceView Express feature allows voicemail subscribers to browse, listen to, send, and manage their voicemail messages from their IP phones. This feature is an alternative to the TUI for performing common tasks.

The number of simultaneous VoiceView Express sessions that are supported depends on the Cisco Unity Express hardware module and the version where the maximum is 32 sessions. The system counts VoiceView Express sessions separately from GUI sessions. When a subscriber is listening to or recording a voice message or greeting with VoiceView Express, the system counts the session as a VoiceView Express session and a TUI session. If the subscriber is browsing through voice messages on the VoiceView Express phone screen, the system counts the session as a VoiceView Express session.

The administrator can configure the maximum number of minutes that a VoiceView Express session can remain idle. The timeout is a systemwide parameter and cannot be configured for individual subscribers or groups. The default limit per session is 5 minutes (the range is 5–30 minutes).

Authentication Manager

  • Cisco Unity Express starts an authentication server that acts as the primary authentication server for VoiceView Express.
  • IP phones learn the authentication server URL during the registration process of the phone.
  • The Cisco Unified Communications Manager Express authentication server URL points to the Cisco Unity Express authentication server.
CME(config-telephony)# 
url authentication http://<cue-ip>/voiceview/authentication/authenticate.do

The Cisco Unity Express system starts an authentication server that acts as the primary authentication server for VoiceView Express. The Authentication Manager is a network server that processes authentication requests for IP phone tasks. The IP phones learn the authentication server URL during the phone registration process.

The Cisco Unified Communications Manager Express administrator must ensure that the Cisco Unified Communications Manager Express authentication server URL points to the Cisco Unity Express authentication server.

Phone Service

  • Enable the VoiceView Express service on IP phones.
  • Configure the Cisco Unified Communications Manager Express service URL.
  • URL points to Cisco Unity Express server VoiceView Express login.
CME(config-telephony)# 
url services http://<cue-ip>/voiceview/common/login.do
  • Users log in with the extension and PIN and can manage the voice messages and mailbox options.

The administrator must enable the VoiceView Express service on IP phones. Configure the Cisco Unified Communications Manager Express service URL to point to the Cisco Unity Express server VoiceView Express login. The IP Phone Services button is used to access the Cisco Unity Express VoiceView Express service login. Log in with the extension and PIN to manage the voice messages and mailbox options.

VoiceView Express menus allow the subscriber to perform the following actions:

  • Manage the voicemail inbox (for example, read or delete messages).
  • Send messages.
  • Configure options such as greetings, message settings, and personal settings.
  • Set additional options, depending on the user privileges (for example, administering broadcast messages).
Note

If your voice mailbox was not initialized and you do not have a PIN, you cannot log in to Cisco VoiceView Express. To enable access, first call your voice mailbox from your extension. Set up your voice mailbox by using the voicemail system TUI.

Choose Voice Mail > VoiceView Express > Sessions to view or terminate VoiceView Express sessions. You can select individual sessions to terminate, or you can terminate all sessions.

Privilege Levels

This topic describes the user privileges that control the access rights.

  • Privilege levels provide different access rights to user groups, such as the following:
    1. Administrators may have full access to Cisco Unity Express GUI menus.
    2. Department managers may have access to manage attributes such as user account password and PIN.
  • Users do not need privileges to access their own data such as passwords or notification profiles.

Cisco Unity Express privilege levels provide different access rights to user groups. Default privilege levels are provided by the system, or new privilege levels can be created. Privilege levels are assigned to user groups. This assignment provides different access rights to user groups. To modify these settings, choose Configure > Privileges.

Privilege levels are assigned to a group, and any member of the group has privilege-level rights. The software initialization process creates an administrator group from the imported subscribers that are designated as administrators. Other groups can be created with these privileges.

Cisco Unity Express software recognizes these main privileges for subscribers:

  • superuser: The superuser privilege permits subscribers to log in to the Cisco Unity Express GUI as an administrator. Additionally, it permits subscribers to record spoken names for remote subscribers and locations through AvT.
  • managePrompts: The prompt management subscriber has access to AvT but not to any other administrative functions.
  • broadcast: The broadcast privilege permits the subscriber to send broadcast messages across the network.
  • managePublicList: The managePublicList privilege permits the subscriber to create and modify public distribution lists.
  • viewRealTimeReports: The viewRealTimeReports privilege permits the subscriber to view real-time reports.

In addition to adding operations to a privilege, administrators can also configure a privilege to have another privilege nested within it. A privilege that is configured with a nested privilege includes all operations that are configured for the nested privilege. It is not possible to modify the superuser privilege.

Message Notification

This topic describes the Cisco Unity Express message notification feature.

Message notification overview:

  • May be set on a subscriber or group mailbox.
  • Is disabled by default and can be enabled for devices such as mobile and home phones or email.
  • Timed cascading provides notification for other users or groups.
  • Separate time schedules for each notification device for each user.
  • Restriction tables control the phone numbers that subscribers can use to access features such as message notification.

Cisco Unity Express provides several options for notifying subscribers about new messages in their voice mailboxes. The system generates a notification when a new voicemail message arrives in a mailbox of a subscriber. Existing messages that are marked as new do not generate notifications.

The administrator can set the type of message for which notifications will be sent: all messages or urgent messages. Urgent is the default. The administrator can change the preference for specific subscribers or groups to a value other than the systemwide setting.

Message notifications can be sent to the following devices: cell phone, home phone, work phone, numeric pager, text pager, and email inbox.

Each device has a configurable schedule during which notifications can be received. The subscriber can disable notification or prevent login to the mailbox during the notification period for phone devices (work phone, home phone, and cell phone).

Cisco Unity Express provides a default notification profile for each subscriber and group that has a voice mailbox. Each subscriber or group can have one or more of the supported devices that are configured in the notification profile. After the profile information is configured, the subscriber or group will receive message notifications. A notification profile contains the configuration settings for each subscriber or group, such as device types, phone numbers, email addresses, notification schedules, and others.

For Cisco Unity Express to send message notifications to external telephony devices, such as a cell phone or home phone, the integrated Cisco Unified Communications Manager Express voicemail solution must be configured for PSTN access.

The cascading settings allow additional message notifications to be sent after a configured time delay to a widening circle of recipients. For example, a message notification is sent to jdoe; after 5 minutes, notify jwhite; after 10 minutes, notify the sales group. Notifications for email and text pager devices are sent with the SMTP. For email and text pager notifications, configure the External SMTP Server setting in the System > SMTP Settings window.

A separate message notification schedule can be configured for each notification device for each user. The administrator can set a schedule that activates the notification feature for a specific device. Time slots are available 24 hours a day for any day of the week in half-hour increments. The default schedule is Monday through Friday, 8:00 a.m. (0800) to 5:00 p.m. (1700).

When a subscriber or GDM receives a new voice message, the system checks whether message notification is enabled for that mailbox. If notification is enabled, the system checks for an enabled device and the notification schedule for that device. If the system finds an enabled device with permission to receive the notification at the time the message is received, the system sends the notification to the device.

These restrictions are available for only phones and numeric pagers. The system checks the restriction table when the subscriber is assigning phone numbers to phones or before making an outcall. If restricted, notification calls will not be made to that number. The table applies to all subscribers and groups in the system. A typical use of this table is to prevent the use of long-distance or international numbers for a message notification.

Web Inbox

This topic describes how the Cisco Unity Express Web Inbox can be used to manage voice messages and personal mailbox settings.

  • The user GUI provides user access to voice messages and mailbox settings such as greetings, notification devices, and others.
  • User login is at http://<CUE-IPaddress>/user
    1. Users can record and manage their mailbox greetings.
    2. Configurable caller input where an action can be specified for each digit.
    3. Record spoken name; also change password and PIN.

Individual users can access the Cisco Unity Express database to manage personal mailbox settings. The user GUI provides user access to mailbox settings as shown in the figure. Cisco Unity Express users can access the user GUI at the following URL: http://<CUE-IPaddress>/user.

The GUI Greetings window allows users to record and manage their mailbox greetings. Users can activate greetings or specify greeting start and stop times. Users can manage the following greetings:

  • Standard
  • Closed
  • Internal
  • Busy

Additionally, any of the following greetings can be used:

  • Alternate
  • Meeting
  • Vacation
  • Extended Absence

For each mailbox, the mailbox owner or system administrator can assign actions to the telephone keys for caller input. This feature allows actions to be defined on a per-user basis.

Each subscriber in Cisco Unity Express can manage the caller input actions for their associated extensions. Caller input actions include the following:

  • Ignore Caller Input
  • Skip Greeting
  • Repeat Greeting
  • Transfer To
  • Transfer to Operator
  • Play Good-bye
  • Subscriber Sign-in

The Preferences window allows each subscriber to configure preferences for a mailbox. These preferences are the following:

  • Record, play, or upload the spoken name sound file
  • Change password
  • Change PIN
  • Modify the display name
  • Specify the mailbox language

Schedules and Holidays

This topic describes the Cisco Unity Express time-based schedules.

Cisco Unity Express supports business hours and holiday schedules.

  • Business-hour schedules are based on the days and times of the week when the company is open for business.
  • Holiday schedules are based on the days when the company is closed for holidays. Existing schedules can be reused every year.
  • Applications such as the auto-attendant can be configured to use holiday and business-hour schedules.
  • Callers receive different prompts (or greetings) during a defined schedule period: for example, a holiday prompt will be used during a holiday schedule.

Cisco Unity Express supports business hours and holiday schedules. Business-hour schedules are based on the days and times of the week when the company is open for business. Holiday schedules are based on the days when the company is closed for holidays. Cisco Unity Express applications, such as the Cisco Unity Express Auto-Attendant, can be configured to use holiday and business-hour schedules.

The auto-attendant is configured with the name of the business schedule that the system uses to determine the open and closed hours. Callers receive different prompts during defined schedules. For example, the following prompts can be received:

  • The welcomePrompt is the name of the .wav file that contains the message that the caller hears when the auto-attendant begins to play during normal working hours.
  • The holidayPrompt is the name of the .wav file that contains the message that the caller hears after the welcome prompt if the current day is a holiday.

Cisco Unity Express administrators can add, modify, or delete business-hour schedules that contain the days and times of the week when the company is open for business. The configuration is done under System > Business Hours Settings.

Administrators must enter a unique name for each new business-hour schedule. Business-hour schedule names cannot contain spaces. A new business-hour schedule can be created as a new schedule or it can be based on an existing schedule.

Cisco Unity Express administrators can add or delete schedules when the company is closed for holidays under System > Holiday Settings.

Distribution Lists

This topic describes the distribution lists in Cisco Unity Express.

Use public and private distribution lists to send a voicemail message to more than one user at the same time.

  • List members can include the following:
    1. Users and groups
    2. GDMs
    3. Other public and private lists
  • Maximum 25 public distribution lists.
  • Maximum 1000 members or owners across all public distribution lists.

Distribution lists allow subscribers to send a voicemail message to multiple recipients at the same time. The sender can send voice messages to distribution lists on the local system only. The sender cannot address a voice message to a distribution list on a remote system. Cisco Unity Express supports the following two types of distribution lists:

  • Public distribution lists
  • Private distribution lists

Members can be added to the distribution list. Each member is a voicemail message recipient. Distribution list members can be any combination of the following:

  • Users
  • Groups
  • GDMs
  • Other public or private lists

When a subscriber addresses a voice message to a public or private distribution list, the system verifies that the list has members. If the list is empty, the system plays a prompt indicating that the list contains no members and does not allow the list to be used as a recipient of the message.

Recursive distribution lists are permitted. For example, list A can be a member of list B, and list B can be a member of list A.

Cisco Unity Express supports up to a maximum of 25 public distribution lists and a total of 1000 members or owners across all of these public distribution lists. To add a distribution list, you must be a member of the administrators group or a member of a group with public list manager capability. A distribution list can be added in the menu Voice Mail > Distribution Lists > Public Lists. It is not possible to modify the default public distribution list that is named everyone, which contains all users in the system.

A distribution list owner is responsible for maintaining the membership of the list and can add and delete new members. A list owner can be either an individual local user or a group. If a list is owned by a group, all members of that group are owners of the list. Members of the administrator group are implicit owners of all public distribution lists. A list owner does not have to be a member of that list.

Users can only add members to their own private distribution lists or to public distribution lists that they own. Any local subscriber can create private distribution lists that are accessible to that subscriber only. The following limits apply to private distribution lists:

  • The maximum number of lists that a local subscriber can create is five.
  • The sum of all members in all private lists that are owned by a subscriber is 50.
  • The owner of a private distribution list is the local subscriber who created it.
  • The owner of a private list cannot be changed.

Mailboxes

This topic describes the Cisco Unity Express mailbox types.

Personal (User) Mailbox:

  • An individual user may be assigned to a phone that is connected to the telephone network.
  • A mailbox can be assigned to an individual user (owner).

GDM:

  • One or more people in the company can access a GDM.
  • A caller leaves a message in the mailbox.
    1. Members of the group can log in to the mailbox and retrieve the message.
    2. Any member can delete a message from the GDM.

Two types of mailboxes are available in Cisco Unity Express:

  • Personal (User) Mailbox: An individual user may be assigned to a telephone that is connected to your telephone network. You can assign a mailbox to an individual user, which is linked to a primary extension.
  • GDM: One or more people in the company can access a GDM (for example, you may create a GDM for a team, or hunt group). A caller leaves a message for the group, and members of the group can log in to the mailbox and retrieve the message. Any member can delete a message from the GDM. The caller does not know anything about the people who can access the GDM. For example, a caller may leave a message for the sales team but does not know who are the members of the sales team. Before configuring a GDM, you must create a group.

Mailbox Defaults

This topic describes the Cisco Unity Express mailbox defaults.

  • Specify the default maximum mailbox size, maximum caller message size, and message expiry time.
  • Defaults are applied to new mailboxes when created.
  • The default mailbox size is derived from the selected hardware and capacity and is automatically calculated.

The figure shows the VM Defaults configuration window. The default values that are used depend on the hardware and software (license) that is used and vary based on the Cisco Unity Express module.

When you create a mailbox, the defaults that are set in the VM Defaults window take effect. Use this procedure to specify the default maximum mailbox size, the maximum caller message size, and the message expiry time. This default set of parameters is applied only when a new mailbox is created. Choose Voice Mail > VM Defaults to modify the settings.

Adding Mailboxes

This topic describes the mailbox parameters that you can set when you add a mailbox in Cisco Unity Express.

  • Mailboxes are mostly used to record messages for a single user, but you can enable mailboxes for announcements only.
  • Select an owner and modify the mailbox functionality:
    1. Play Tutorial (self-enrollment)
    2. Allow PIN-less login
    3. Enable message notification
  • The mailbox defaults are used for all new users.
  • An existing group is required when adding a GDM.

When you add a new mailbox in Cisco Unity Express, you must associate each mailbox with a user during the creation. When you choose an Announcement Only mailbox, the following settings are applied to this mailbox:

  • Mailbox Size: 300 seconds
  • Maximum Caller Message Size: 0 seconds
  • Message Expiry Time: 0 days

You may allow a PIN-less login. However, this feature can be enabled for only personal mailboxes and not for aGDM. A PIN-less login can also be configured when accessing a mailbox from any number, which is a significant security threat, or it can be set for access from the subscriber number only. If the user calls in with the associated phone (subscriber number), no PIN is required. This option is a significant security risk, because anyone with physical access to the phone can press the Messages button and listen to the messages.

Occasionally, a mailbox becomes locked (if configured), and the owner cannot access the stored messages. A “Mailbox Is Currently in Use” message is played when a user tries to access a mailbox that is locked. Mailboxes can be unlocked from the Mailbox Overview window, available under Voice Mail > Mailboxes.

Members of a group can retrieve voice messages that are left in the GDM. Members of the GDM can be individual users or other groups:

  • Individual users also have their individual mailboxes.
  • Groups that are members of another group have their own mailboxes.

You can also configure voicemail application settings and behavior, such as enabling the MWI for broadcast messages. Choose Voice Mail > VM Configuration to modify the settings.

User Import

This topic describes how to import users from Cisco Unified Communications Manager Express into the Cisco Unity Express database.

Users, or subscribers, that are configured in Cisco Unified Communications Manager Express can be imported to the Cisco Unity Express database.

  • Configure the host system.
  • Import users from the host system.
  • No automatic or periodic synchronization.

Users, or subscribers, who are configured in Cisco Unified Communications Manager Express can be imported into the Cisco Unity Express database. To import users into Cisco Unity Express, the administrator must first configure the host system (Cisco Unified Communications Manager Express), and then import users from the host system. Cisco Unity Express does not automatically synchronize its database with the call-processing database.

To synchronize the Cisco Unity Express and Cisco Unified Communications Manager Express databases, choose Administration > Synchronize Information.

Note

When you change a Cisco Unified Communications Manager Express user password on Cisco Unity Express in the Configure > Users menu, the password for that user is also updated on Cisco Unified Communications Manager Express. However, the reverse is not true. A user password that is changed on Cisco Unified Communications Manager Express is not updated to Cisco Unity Express.

Subscribers

This topic describes the subscribers, or users, in Cisco Unity Express.

  • Users may be associated with a mailbox (optional). A mailbox is required to receive voice messages.
  • Required user attributes:
    1. User ID
    2. First name
    3. Last name
    4. Nickname
    5. Display name
  • Optional attributes include an associated phone or primary extension, and language.

Each user is normally associated with a mailbox. The mailbox is optional, but it is required if the user wants to receive voice messages. An example of a user without a mailbox could be an administrator, although it may be very useful for the administrator to also have a mailbox.

Note

The scalability limitation in Cisco Unity Express is based on the number of mailboxes.

When you add a user with the mandatory parameters, preset a password and PIN for the user to log in. A random password and PIN are more secure than a general (same) password that is sent to every new user.

Note

If you selected a random password or PIN, a message appears with the new system-generated password and PIN. This information must be manually distributed to each user.