This topic describes the settings for the PINs and passwords and the predefined roles in Cisco Unity Connection.
There are password settings for voice-mail (PIN) and web application (password):
- System Authentication Rules are used in user templates.
- Password settings:
- Locked by administrator
- User cannot change or must change at next login
- Does not expire
- Change the password and PIN: Require changes to the password and PIN at next login.
- Roles: By default, no role is assigned to the user template.
Passwords for TUI and GUI access observe the system authentication rules. For example, an authentication rule might define a minimum credential length of three digits or characters and might allow trivial passwords for a lab environment. With this authentication rule, the password for all new users can be set to 123. You also can specify that users must change the password at the next login. Adjust these settings to comply with the company policies.
For security reasons, disable the use of trivial passwords and specify a minimum length of eight digits for the PIN in the authentication rule. PINs are used for TUI access to receive voice messages. The web-application password is used to access the Cisco Unity Connection Personal Options pages (Cisco Personal Communications Assistant). However, if you use LDAPauthentication, the user domain password is used and the domain security settings are applied.
When the Cisco Unity Connection system pilot number is called, Cisco Unity Connection might ask the caller for a password—which is actually the PIN. For security reasons, do not enable the Does Not Expire check box. Passwords will then need to be changed regularly. However, a PIN must be administered in Cisco Unity Connection Administration; the PIN cannot be defined in the LDAP server.
A user can be assigned to an administrator group by using roles; for example, the predefined User Administrator role. With such access rights assigned, the user can create new user accounts. By default, no administrator role is assigned to the users.
User Transfer Rules
Transfer rules allow users to transfer a call to another extension.
Transfer rules are used to reach users:
- The standard rule is always enabled and cannot be modified.
- The transferred call can be released to switch or supervised.
- Supervised transferred calls also can be controlled through call holding and screening.
The following three transfer rules are predefined:
- The standard transfer rule is enabled without an end date (always active) and cannot be modified.
- The alternate transfer rule may replace the standard transfer rule. For example, the alternate transfer rule can customize the time for which the transfer rules should be enabled. An alternative transfer rule could be used during a vacation instead of the standard transfer rule.
- If the schedule of the user is set to weekdays only, then the closed transfer rule is used during the weekends and after business hours.
Call transfer settings determine how Cisco Unity Connection handles the transferred calls:
- Release to Switch: Unity Connection 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 Unity Connection—forwards the call to the user or handler greeting. This transfer type allows Unity Connection to process incoming calls more quickly.
- Supervise Transfer: Unity Connection acts as a receptionist and manages the transfer. If the line is busy or the call is not answered, Unity Connection—not the phone system—forwards the call to the user or handler greeting.
When Unity Connection is set to supervise transfers, it can provide additional call control with call holding and call screening. Call screening offers these options:
- Tell Me When the Call Is Connected
- Tell Me Who the Call Is For
- Ask Me If I Want to Take the Call
- Ask for Caller’s Name
This topic describes the different greeting options that a user can set up.
Greetings can individualize the user mailbox:
- Error greeting plays if the caller enters invalid digits.
- An alternate greeting overrides all other greetings.
- Video greetings were introduced with Cisco Unity Connection 10.x.
Only the standard and error greetings are set up and enabled by default. The figure shows how the different greetings take precedence over the others.
Greetings enable users to individualize their greetings in different ways:
- Cisco Unity Connection automatically generates the standard greeting from the display name. This greeting plays at all times, unless it is overridden by another greeting.
- An alternate greeting can be used for various special situations such as vacations or a leave of absence; for example, “I will be out of the office until …”. An alternate greeting overrides all other greetings.
- A closed greeting can be played on weekends if the schedule is set to weekdays.
- A holiday greeting allows users to have a personalized greeting on holidays.
- Three rarely used system greetings also exist: busy, error, and internal.
These greetings can be configured by the end user via the Cisco Personal Communications Assistant.
Other parameters that can be defined in the greeting configuration include what callers hear before, during, and after the greeting, or the language of the prompts.
With Cisco Unity Connection 10.x, users can record a video greeting that can be shown to internal and external callers. The Cisco Unity Connection 10.5 does not support leaving video messages. Cisco Media Sense is required for video integration.
This topic describes how the TUI experience can be modified for a caller and for a Cisco Unity Connection user.
TUI experience can be modified to meet user expectations:
- Phone menu:
- Conversation volume and speed
- Time format
- Timers for caller responses
- Playback settings:
- Message volume and speed
- Counter for new and saved messages
- Play order for new and saved messages
- Add caller information, extension, etc.
The following parameters can be changed in the Phone menu:
- Conversation volume, from low to high, with a default of medium
- Conversation speed, slow to fastest, with a default of normal
- Time format, with a default of 12 hours
- Timers for entering digits (for example, how long to wait for the next digit when a name is being entered)
The following parameters can be modified for message playback:
- Set volume and speed for message playback
- Enable counter announcements for new voice, fax, or email messages
- Set the order for playing new or saved messages (urgent first, followed by order of incoming time)
- Enable playback of information from the sender: extension, message number, time of sending the message, and so on
- Confirm deletions of new and saved messages
This topic provides scenarios in which alternate extensions are required in the user configuration.
Scenarios are available for alternate extension usage:
- WAN is busy or unavailable.
- AAR and Cisco Unified SRST reroute the calls over the PSTN and send the +E.164 number as the calling number.
During a WAN outage, a rerouting over the PSTN is required for calls to Cisco Unity Connection. A Cisco Unified SRST router sends the call with its complete E.164 number as the calling number (for example, 408 555-2001) to Cisco Unity Connection. Most installations use the four-digit number as the Cisco Unity Connection extension. The number 408 555-2001 can be configured as an alternate extension for the user that has extension 2001 in Cisco Unity Connection. More new installations are using full +E.164 numbers including the plus sign (+); for example, +1 408 555 2001.
There are other options. Instead of using alternate numbers, you can configure a number transformation on the hunt pilot or SIP trunk, or voice translation rules can be configured to modify the calling numbers for incoming calls.
If the WAN is busy, AAR also reroutes the call over the PSTN. Depending on the number-modification configuration, the calling or forwarded number can be sent as the complete E.164 number.
You can also add mobile numbers or home office numbers as alternate extensions so that users who call in from any alternate extension are identified and need to enter only the PIN to access the voicemail services.
This topic describes the initial setup of a user voice mailbox.
A new voice mailbox must be initialized:
- Can be initialized by the administrator
- Can be configured by the end user during first login to the voice mailbox via the telephone user interface
During the user account creation process, a Cisco Unity Connection administrator can enable or disable the self-enrollment feature for the voice mailbox of the new user. Users can decide to list their extension in the Cisco Unity Connection directory. If a caller chooses to search by name, the directory handler searches the directory list for directory list-enabled users.
The voice name can be rerecorded; for example, instead of the greeting “2001 is not available,” Cisco Unity Connection announces “John Doe is not available.” By default, Cisco Unity Connection generates the spoken name from the display name.
Optionally, the greeting can be changed from a standard greeting to an alternate personalized greeting.
Mailbox Stores and Membership
This topic describes the mailbox store and how mailbox access is managed in a Cisco Unity Connection cluster.
Voice mailboxes belong to a user:
- A voice mailbox needs a storage device.
- The database is shared between both Cisco Unity Connection servers.
The figure shows the use of mailbox stores and user membership in a mailbox store. A voice mailbox belongs to a user. Before the incoming voice messages can be stored, a message store on a Cisco Unity Connection server must be chosen. The database is shared and synchronized between both servers. If a caller leaves a message, the message is synchronized to the second server. If one of the servers fails in a Cisco Unity Connection cluster, the user can still retrieve the messages via the other server.
Message Aging Policy and Mailbox Quotas
This topic describes how messages are stored and the options that are available to optimize storage space.
Main parameters of a voice mailbox:
- Message aging options:
- Move saved messages
- Remove deleted messages
- Message recording expiration
- Mailbox quotas:
- Warning quota
- Send quota
- Send/receive quota
- Alert text:
- Send mail when quotas are reached
- Send mail when messages are moved or deleted
Optimizing message storage is important when a high number of users are enabled for Unified Messaging. Because all messages also would be copied to the Exchange server, the required message storage space on external systems increases.
The message aging policy and mailbox quotas can be defined on a system level, in user templates, or on a user account level. Alert texts can be defined to be sent as a message when quotas are reached or messages are moved or deleted by the system.
To ensure that the hard disk where voice messages are stored does not fill up, aging rules can be configured in Cisco Unity Connection. These rules automate the message deletion process. Read messages can be moved to the Deleted Items folder after a specified number of days (disabled by default). Messages in the Deleted Items folder can be permanently deleted after a number of days (15 by default).
The mailbox quotas warn users that the mailbox is reaching the maximum allowed size (at 11 MB by default), prevent the user from sending voice messages to other users (at 12 MB by default), or prevent the user from sending or receiving voice messages (at 14 MB by default).
For reference, 12 MB translates to about 200 minutes of recording with the G.729 codec and to about 25 minutes of recording with the G.711 codec.
Private Distribution Lists
This topic explains the use of private distribution lists, which can be created on a user or system level.
Besides the system distribution list, the user can create private distribution lists. In this example, a sales manager has three teams (for example voice, security, and network) and wants to manage them together or individually.
All users in Cisco Unity Connection can use system distribution lists. Administrators can create system distribution lists for general usage. Users also can manage and use their own private distribution lists.
For example, a sales manager is responsible for three teams: voice, security, and network. To be able to leave them individual news and information, the sales manager creates three private distribution lists. To be able to manage all three groups at the same time, the sales manager can create an additional private distribution list (called All Lists) that includes the three private distribution lists. The sales manager can distribute a message to all three groups via the private distribution list All Lists. Any user that is included in any of the three teams receives such a message.
This topic describes how users can be notified about new voice messages.
Users can be notified when new messages are left:
- MWI is used by default but can be disabled per user.
- Restriction tables define the calling rights for outgoing calls.
- Notification calls ask for a PIN to enhance security.
The MWI on an IP phone is the default standard notification on Cisco Unity Connection for all users.
Additional notification devices can be set up for mobile users. Notification devices are phones, pagers, or email addresses. Up to three phone devices can be defined per Cisco Unity Connection user. As soon as a voice message is left for a user, Cisco Unity Connection can, for example, call the mobile number of the user for whom the caller left the message. When the user answers the phone, Cisco Unity Connection informs the user of the new voice message and asks the user to enter a PIN.
An email with the voice message can be sent to any email address using SMTP or HTML, but if the user listens to a message that is sent via email, MWI cannot be synchronized with the IP phone. However, if MWI is integrated or Unified Messaging is used, then MWI is synchronized after the user listens to the message.
User templates allow enabling of the notification devices, in general. However, users or administrators need to configure the notification device addresses. These devices addresses are, for example, the mobile phone numbers or external email addresses of the users. To disallow calling, for example, to international numbers, set up the restriction table to block cost-intensive calls.