Table Of Contents

Cisco Unity Conversation

How You Can Customize Cisco Unity Conversations

Changing How Subscribers Skip Messages During Message Playback (Standard Conversation)

Enabling a Warning Tone for End of Recording

Customizing the Warning Tone for End of Recording

Specifying How Subscribers Log On to Cisco Unity From Subscriber Greetings

Configuring Call Waiting Hold Time

Cisco Unity Music on Hold

Activating Optional Conversation 1 for Subscribers

Changing How Cisco Unity Saves New Messages That Subscribers Skip During Message Playback (Optional Conversation 1)

Offering Subscribers Additional Caller Information Before Message Playback

Changing the Order for Addressing and Recording

Changing How Subscribers Confirm Message Addressing

Changing What Subscribers Hear When They Manage Deleted Messages

Setting Up System Transfers

How Subscribers Can Customize the Cisco Unity Conversation

About System Prompts

Recording and Managing System Greetings

Using the Cisco Unity Greetings Administrator to Record and Manage Greetings

Cisco Unity Conversation

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When callers access Cisco Unity by phone, they hear a set of prerecorded instructions and options known as the Cisco Unity conversation—or the TUI (telephone user interface). Unidentified callers hear the unidentified caller conversation, which enables them to access the Cisco Unity automated attendant, conduct subscriber searches by using directory assistance, use call routing options, and play audiotext messages. Subscribers hear the subscriber conversation, which enables them to log on to Cisco Unity, enroll as new subscribers, send and receive messages, record greetings, and change their personal settings.

Each Cisco Unity conversation consists of a collection of system prompts and greetings. Many system prompts and greetings are used in both conversations. To learn more, see the following sections in this chapter:

•How You Can Customize Cisco Unity Conversations

•How Subscribers Can Customize the Cisco Unity Conversation

•About System Prompts

•Recording and Managing System Greetings

How You Can Customize Cisco Unity Conversations

You can customize the conversations that subscribers and unidentified callers hear in several ways.

Table 7-1 Summary of Conversation Customizations That You Can Make 

Customization	Description	Scope	Additional Information
Call handlers	You can customize the predefined call handlers or create your own. You may want to use call handlers in the following ways: •As an automated attendant. •To offer prerecorded audiotext. •As a message recipient. •To transfer calls.	All subscribers and/or callers for server	See the "Call Handler Settings" chapter. For guidance on creating a call management plan, see the "Call Management" chapter.
Call holding wait time and music	You can configure call waiting hold time. You can also customize the music that callers hear while on hold.	All subscribers and/or callers for server	See the "Configuring Call Waiting Hold Time" section, and the "Cisco Unity Music on Hold" section.
Caller ID	You can enable Cisco Unity to provide subscribers with additional information about callers who leave messages for them.	Individual subscribers and/or groups	See the "Offering Subscribers Additional Caller Information Before Message Playback" section.
Caller input	For subscriber greetings, you can define the actions that Cisco Unity takes in response to touchtone keys pressed by callers. Default: Enabled with the *, 0, or # keys mapped as follows: •The * key is set up to offer the Sign-In conversation. •The # key is set up to skip greetings. •The 0 key is set up to send callers to the Operator call handler.	Individual subscribers and/or groups	See the "Subscriber Template Greetings Settings" section on page 13-15 and the "Subscriber Greetings Settings" section on page 17-17.
Call routing	You can customize how Cisco Unity handles direct calls and forwarded calls. Based on criteria such as the phone number of the caller and the schedule that you specify, you can route certain calls to the Operator call handler, Opening Greeting, a subscriber greeting, the subscriber logon conversation, and so on.	All subscribers and/or callers for server	See the "Call Routing" chapter. For guidance on creating a call management plan, see the "Call Management" chapter.
Conversation menu style	You can specify that subscribers hear the comprehensive instructions offered by the full menus, or that they hear brief menus.	Individual subscribers and/or groups	See the "Subscriber Template Conversation Settings" section on page 13-8 and the "Subscriber Conversation Settings" section on page 17-9.
Conversation style	As an alternative to the Cisco Unity standard conversation, you can activate Optional Conversation 1 so that subscribers hear message-retrieval menus that may more closely resemble the choices that they are familiar with. A Hospitality conversation is also available for hotel guests. Default: Standard.	Individual subscribers and/or groups	See the "Activating Optional Conversation 1 for Subscribers" section. If applicable, see the "Hospitality and Property Management System Integration" chapter.
Deleting messages	You can: •Dictate whether subscribers can listen to, reply to, or forward deleted messages, or restore them as new or saved messages (this setting applies at the class of service level). •Change how Cisco Unity handles the way in which multiple deleted messages are deleted. •Enable Cisco Unity to request confirmation from subscribers before proceeding with a deletion of a single deleted message. (To delete a deleted message, subscribers must belong to a class of service that allows them to retain and review deleted messages.) Default: Disabled. •Enable Cisco Unity to request confirmation from subscribers before proceeding with a deletion of a single new or saved message. Default: Disabled.	All subscribers and/or callers for server	See the "Class of Service Messages Settings" section on page 14-9. Additionally, see the "Changing What Subscribers Hear When They Manage Deleted Messages" section.
Directory handlers	You can specify: •Search scope. •Whether a directory handler searches for subscribers first name first, or last name first. •What subscribers and callers hear when the directory handler finds one or more matches. •What the directory handler does when it detects no caller input. You can also set up multiple directory handlers to provide directory searches for systems with hundreds or thousands of subscribers.	All subscribers and/or callers for server	See the "Directory Handler Settings" chapter. For guidance on creating a call management plan, see the "Call Management" chapter.
Greetings: alternate greeting notification and caller options	You can enable Cisco Unity to play a prompt that reminds subscribers when their alternate greeting is turned on. To prevent mailboxes from filling up while subscribers are on vacation or on an extended leave of absence, you can also specify that Cisco Unity will: •Transfer callers to the greeting without ringing the subscriber phone. •Prevent callers from skipping the subscriber greeting. •Prevent callers from leaving messages at all. Default: Disabled.	Individual subscribers and/or groups	See the "Subscriber Template Greetings Settings" section on page 13-15 and the "Subscriber Greetings Settings" section on page 17-17.
Greetings: maximum length	You can set the maximum recording length allowed for subscriber greetings. Default: 90 seconds. (See also "Recording time limits" in this table.)	Subscriber groups	See the "Class of Service Greetings Settings" section on page 14-10.
Greetings: setting up	You can enable up to five greetings for each subscriber and call handler. You specify how long each greeting is enabled, the greeting source, and the actions that Cisco Unity takes during and after each greeting.	Individual subscribers and/or groups	See the "Subscriber Template Greetings Settings" section on page 13-15, the "Subscriber Greetings Settings" section on page 17-17, and the "Call Handler Greetings Settings" section on page 22-10.
Identified Subscriber Messaging (ISM)	ISM affects what subscribers hear when they call other subscribers from their primary or alternate extensions and are forwarded to the greetings of the subscribers they call. If they then leave a message, ISM affects what the called subscriber hears and can do when listening to the message. When ISM is enabled, Cisco Unity recognizes that the calling extension is associated with a subscriber and accordingly plays the internal greeting of the called subscriber. Additionally, when the called subscriber later listens to the message, Cisco Unity plays the recorded voice name of the subscriber who left the message and allows the called subscriber to record a reply. Default: Enabled.	All subscribers and/or callers for server	See Table 29-1 in the "Configuration Settings" section on page 29-2. For guidance on creating a call management plan, see the "Call Management" chapter. For an explanation of how ISM works with remote subscribers, and for information on how to set it up, refer to the applicable guide: •The Networking in Cisco Unity Guide, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/net/net404/ex/index.htm. •The Cisco Unity Bridge Networking Guide, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/bridge30/bnet/bnet30/index.htm.
Interview handlers	You can specify: •What questions the interview handlers asks. •To whom the interview response is delivered. •The extension (if any) that callers dial to reach the interview handler. •The language in which callers hear system prompts.	All subscribers and/or callers for server	See the "Interview Handler Settings" chapter. For guidance on creating a call management plan, see the "Call Management" chapter.
Language: settings for routing rules and call handlers	You can customize the language settings for routing rules, call handlers, interview handlers, and directory handlers.	Individual conversation components	See the "Specifying Phone Languages" section.
Language: settings for specific subscribers	You can specify which language callers hear when they leave messages for individual subscribers. (This affects prompts such as "Record your message at the tone.")	Individual subscribers and/or groups	See the "Specifying Phone Languages" section.
Language: system prompts	You can specify the default language in which system prompts are played to all subscribers and callers.	All subscribers and/or callers for server	See the "Specifying Phone Languages" section.
Language: Text to Speech (TTS)	You can specify the default TTS language that subscribers hear when having their e-mail read to them over the phone.	Individual subscribers and/or groups	See the "Specifying Text to Speech Languages" section.
Leaving messages: enabling and customizing a warning tone (Cisco CallManager and SIP phone system integrations only)	You can enable a warning tone to play before the maximum allowable message length of a recording is reached. You can also customize the tone by recording a WAV file with another tone or a brief message.	All subscribers and/or callers for server	See the "Enabling a Warning Tone for End of Recording" section and the "Customizing the Warning Tone for End of Recording" section.
Leaving messages: maximum message length for unidentified callers	You can set the maximum message length allowed to unidentified callers. (See also "Sending messages: maximum message length for subscribers" and "Recording time limits" in this table.)	Individual subscribers and/or groups	See the "Subscriber Template Messages Settings" section on page 13-22 and the "Subscriber Messages Settings" section on page 17-23.
Leaving messages: what unidentified callers can do	You can dictate whether the Cisco Unity conversation offers callers the opportunity to edit the messages that they leave for subscribers, and allows them to mark messages urgent.	Individual subscribers and/or groups	See the "Subscriber Template Messages Settings" section on page 13-22 and the "Subscriber Messages Settings" section on page 17-23.
Logging off	You can select 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.	Individual subscribers and/or groups	See the "Subscriber Template Conversation Settings" section on page 13-8 and the "Subscriber Conversation Settings" section on page 17-9.
Logging on	Using caller input settings you can specify: •Which key(s) subscribers can press to interrupt a subscriber greeting so that they can log on to Cisco Unity. •What subscribers hear after Cisco Unity prompts them to log on.	Individual subscribers and/or groups	See the "Specifying How Subscribers Log On to Cisco Unity From Subscriber Greetings" section.
Playing messages: excluding return receipts	You can exclude return receipts (read and delivery) from the list of messages that are played for subscribers. (By default, read receipts are included.)	All subscribers and/or callers for server	Refer to the Advanced Settings Tool Help. The setting is called Conversation—Exclude Return Receipts From Voice Mail Stack. The Advanced Settings Tool is available in Tools Depot.
Playing messages: message playback options	You can dictate 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.	Individual subscribers and/or groups	See the "Subscriber Template Conversation Settings" section on page 13-8 and the "Subscriber Conversation Settings" section on page 17-9.
(Re)playing messages	You can change the Cisco Unity conversation so that it replays only the message body when a subscriber replays a voice message. (By default, Cisco Unity replays both the summary and the body of the message.)	All subscribers and/or callers for server	Refer to the Advanced Settings Tool Help. The setting is called Conversations—Do Not Replay Message Summary. The Advanced Settings Tool is available in Tools Depot.
Recorded names: maximum recorded name length	You can specify the number of seconds allowed for subscriber recorded names.	Subscriber groups	See the "Class of Service Profile Settings" section on page 14-3.
Recording time limits	You can specify: •How much to truncate the end of a recording when a message is terminated with a touchtone. •Silence thresholds before, during, and after recordings. •The number of seconds that Cisco Unity uses as a cutoff for short and long recordings. •The minimum length of recordings, in seconds, for messages or greetings.	All subscribers and/or callers for server	See the "Recording Settings" section on page 29-5.
Replying to messages: "Live Reply"	You can enable subscribers to reply to messages from other subscribers by calling them.	Subscriber groups	See the "Class of Service Messages Settings" section on page 14-9. For guidance on creating a call management plan, see the "Call Management" chapter.
Sending messages: address by name or number	You can determine whether Cisco Unity prompts subscribers to address messages to other subscribers when they send messages ("Press 2 to send a message"): by entering extensions, by spelling first names, or by spelling last names. (When spelled name searches are enabled for the server, subscribers can switch between addressing by name and addressing by extension by pressing the # key twice at any time. See also "Spelled name searches and addressing" in this table.)	Individual subscribers and/or groups	See the "Subscriber Template Conversation Settings" section on page 13-8 and the "Subscriber Conversation Settings" section on page 17-9.
Sending messages: address confirmation	You can alter how Cisco Unity prompts a subscriber to confirm message addressing when they send messages ("Press 2 to send a message").	All subscribers and/or callers for server	See the "Changing How Subscribers Confirm Message Addressing" section.
Sending messages: addressing order	You can change the order in which Cisco Unity prompts subscribers to address and record messages.	All subscribers and/or callers for server	See the "Changing the Order for Addressing and Recording" section.
Sending messages: maximum message length for subscribers	You can set the maximum message length allowed to subscribers. Default: 300 seconds. (See also "Leaving messages: maximum message length for unidentified callers" in this table.)	Individual subscribers and/or groups	See the "Subscriber Template Messages Settings" section on page 13-22 and the "Subscriber Messages Settings" section on page 17-23.
Sending messages: public distribution lists	You can specify whether subscribers can send messages to public distribution lists.	Subscriber groups	See the "Class of Service Messages Settings" section on page 14-9.
Skipping messages (Optional conversation 1 only)	You can specify whether Cisco Unity saves new messages that subscribers have skipped by pressing # during message playback: as saved messages or as new messages. Default: Saved as new.	All subscribers and/or callers for server	See the "Changing How Cisco Unity Saves New Messages That Subscribers Skip During Message Playback (Optional Conversation 1)" section.
Skipping messages (standard conversation only)	You can specify whether Cisco Unity fast-forwards to the end of a message or skips to the next message when subscribers press the # key during message playback. Default: Cisco Unity fast-forwards to the end of the message and then plays the After Message menu. Subscribers press ## to skip to the next message during message playback.	All subscribers and/or callers for server	See the "Changing How Subscribers Skip Messages During Message Playback (Standard Conversation)" section.
Speed: subscriber messages	Subscribers can adjust the playback speed of their messages by phone or from a Media Master control bar. (Not all phone system integrations support speed control by phone.)	Individual subscribers	Refer to the "Overview: Changing Recording and Playback Settings" chapter in the Cisco Unity User Guide. Subscriber documentation is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.
Speed: system prompts	You can select how fast Cisco Unity plays system prompts. (To learn more about system prompts, see also the "About System Prompts" section.)	All subscribers and/or callers for server	Refer to the Set Prompt Speed utility Help. The Set Prompt Speed utility is an Audio Management Tool, available in Tools Depot.
Spelled name searches and addressing	You can specify whether Cisco Unity allows subscribers to search for and address messages to other subscribers by spelling names. Default: Enabled. (See also "Sending messages: address by name or number" in this table.)	All subscribers and/or callers for server	See the "Configuration Settings" section on page 29-2.
Transfer and holding options	You can dictate some of what subscribers and unidentified callers hear when Cisco Unity transfers a call from the automated attendant or a directory handler to a subscriber, including what they hear when they are on hold. For example, depending on how you set up Cisco Unity and the phone system to handle call transfers, you may be able to use call transfer settings to: •Select what Cisco Unity says and does when the subscriber phone is busy. •Determine what Cisco Unity plays when transferring calls. •Set up call screening.	Individual subscribers and/or groups	See the "Subscriber Template Call Transfer Settings" section on page 13-12 and the "Subscriber Call Transfer Settings" section on page 17-14.
Transfers: restricting phone numbers	You can specify which phone numbers subscribers can use for transferring calls.	Subscriber groups	See the "Restriction Tables" chapter.
Transfers: offering "system transfers"	You can set up call handler greetings, subscriber greetings, and/or routing rules to allow subscribers to dial internal phone numbers that are not associated with Cisco Unity subscribers. By default, Cisco Unity prompts subscribers and callers to confirm the number that they enter before performing the transfer. You can disable the prompt.	Individual subscribers and/or groups	See the "Setting Up System Transfers" section.
TTY	You can install TTY prompts so that subscribers and unidentified callers who use TTY can call Cisco Unity and use the same features that a hearing caller can use, with a few exceptions.	Individual subscribers and/or groups	See the "TTY Overview" section.
Volume: subscriber menus (for analog or DTMF integrations only)	You can select the volume level at which subscribers hear the Cisco Unity conversation.	Individual subscribers and/or groups	See the "Subscriber Template Conversation Settings" section on page 13-8 and the "Subscriber Conversation Settings" section on page 17-9.
Volume: system prompts	You can select the volume level at which all callers hear Cisco Unity system prompts. (To learn more about system prompts, see also the "About System Prompts" section.)	All subscribers and/or callers for server	Refer to the Set Volume utility Help. The Set Volume utility is an Audio Management Tool, available in Tools Depot.

Changing How Subscribers Skip Messages During Message Playback (Standard Conversation)

You can customize the standard conversation to change how subscribers skip messages. By default, subscribers can press the # key to fast-forward to the end of a message, and press ## to skip to the next message as they play messages. You may want to consider changing the Cisco Unity conversation so that subscribers can press a single # key to skip a message during message playback.

By using the Advanced Settings Tool to change the registry, you can specify what action Cisco Unity takes when subscribers press the # key while playing new, saved, and deleted messages. (Subscribers require the applicable COS rights to play deleted messages by phone.) The applicable registry values are:

0	When subscribers press the # key during message playback, Cisco Unity fast-forwards to the end of the message and then plays the After Message menu. Subscribers press ## to skip to the next message during message playback. (Default)
1	When subscribers press the # key during message playback, Cisco Unity skips to the next message. Cisco Unity skips two messages when subscribers press ## during message playback. Subscribers can press 99 to fast-forward to the end of the message.

Changing whether subscribers press # or ## to skip a message during message playback also affects the shortcuts that subscribers can use while listening to a message. The changes to all keys are summarized in Table 7-2 below:

Table 7-2 Keys Affected by Changing How Subscribers Skip Messages During Message Playback 

Task	Key(s) Subscribers Press When Registry Value is O1	Key(s) Subscribers Press When Registry Value is 12
Fast-forward to end of message (Cisco Unity plays After Message menu)	#	99
Skip message and save as is	##	#
Skip message and restore as saved	#2	992
Skip message and reply	#4	994
Skip message and reply to all	#42	9942
Skip message and forward message	#5	995
Skip message and save as new/restore as new	#6	996
Skip message and deliver e-mail/fax to fax	#8	998
Skip message and play message properties	#9	999

1 Note that the Cisco Unity at a Glance, Cisco Unity Phone Menus and Shortcuts, and the Cisco Unity User Guide reflect the key mapping that subscribers use when the registry value is set to 0. 2 Subscribers can also use the 99 key combinations when the registry value is set to 0.

The registry change is applied systemwide to all subscribers who are associated with the Cisco Unity server and who use the standard conversation. You cannot make the change for an individual subscriber or a specific group of subscribers who use the standard conversation. If subscribers in your organization are already accustomed to pressing ## to skip to the next message, review the "Support Desk Orientation" section on page 9-5 before you make the change. It is important that you understand the potential problems that may arise when subscribers do not readily adopt the new key mappings.

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Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.

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Do the following procedure if you would like to change the action Cisco Unity takes when subscribers press the # key during message playback.

To Change How Subscribers Skip Messages During Message Playback

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Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Cisco Unity Settings pane, click Conversations—Set # to Skip to Next Message (Standard Conversation Only).

Step 4 In the New Value list, click the applicable value, and click Set.

Step 5 When prompted, click OK.

Step 6 Click Exit.

Step 7 Restart the Cisco Unity software for the registry change to take effect.

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Enabling a Warning Tone for End of Recording

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Note This feature applies only to integrations with Cisco CallManager or SIP phone systems.

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Cisco Unity can be set to sound a warning tone before reaching the maximum allowable message length while callers record their messages. By default, the warning tone is disabled. There are two settings that can be customized:

•The number of milliseconds before reaching the maximum message length when the warning tone will sound. Any setting greater than 0 enables the warning tone.

•The maximum recording length in milliseconds for which no warning tone will sound. This setting prevents the warning tone from sounding for shorter recordings such as voice names.

For example, if the maximum message length is set for 300 seconds and the first setting is set for 10 seconds, the warning tone will sound after 290 seconds of recording—10 seconds before the recording limit is reached and the recording session is terminated.

You can also customize the warning tone by recording a WAV file with another tone or a brief message. To do so, see the "Customizing the Warning Tone for End of Recording" section.

To enable the warning tone, do the following procedure.

To Enable the Warning Tone for the End of Recording

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Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, expand Administrative Tools, and double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Conversation - Record Termination Warning: Record Termination Warning Time. Information about this setting appears in the Description box.

Step 4 In the New Value field, enter a number of milliseconds to indicate when the warning tone will sound. The tone sounds this number of milliseconds prior to the end of the allowed recording time. We recommend entering 10000.

Step 5 Click Set.

Step 6 In the Unity Settings pane, click Conversation - Record Termination Warning: Minimum Recording Length for Termination Warning.

Step 7 In the New Value field, enter the maximum recording length in milliseconds for which no warning tone will sound. We recommend entering 30000.

Step 8 Click Set.

Step 9 Click Exit to close the Unity Registry Settings window.

Step 10 For the settings to take effect, exit and restart the Cisco Unity software.

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Customizing the Warning Tone for End of Recording

When enabled, a recording beep sounds as the warning tone. You can customize the warning tone by recording another tone or a brief message as a WAV file and specifying the location of the WAV file.

To specify a customized warning tone, do the following procedure.

To Specify the Location of a Customized Warning Tone

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Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, expand Administrative Tools, and double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Conversation - Record Termination Warning: Warning WAV File Location.

Step 4 In the New Value field, enter the full path of the WAV file that you want to use as the warning tone.

Step 5 Click Set.

Step 6 Click Exit to close the Unity Registry Settings window.

Step 7 For the settings to take effect, exit and restart the Cisco Unity software.

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Specifying How Subscribers Log On to Cisco Unity From Subscriber Greetings

Caller input settings allow you to specify how subscribers log on to Cisco Unity when they are listening to a subscriber greeting. By using the caller input settings you can 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.

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Note You specify caller input settings on the subscriber template and on individual subscriber pages in the Cisco Unity Administrator, or by using Bulk Edit or the Cisco Unity Bulk Import wizard. Caller input settings work for a particular greeting only when the Allow Caller Input check box is checked on the applicable Greetings page for the subscriber template or individual subscriber in the Cisco Unity Administrator.

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By default, Cisco Unity is set up so that subscribers hear the Cisco Unity Sign-In conversation, which prompts them for their ID and password when they press * during any subscriber greeting—either their own or another subscriber greeting. As an alternative, you can accommodate subscribers who want an easier way to log on from their own greeting by offering the Easy Sign-In conversation, which prompts subscribers only for a password.

Table 7-3 summarizes the options available to you for specifying how subscribers log on to Cisco Unity from their own greeting or from another subscriber greeting:

Table 7-3 Summary of Caller Input Options Available for Specifying How Subscribers Log On to Cisco Unity
from Subscriber Greetings 

Cisco Unity Conversation	Description	Subscriber Use	Best Practice
Sign-In	Prompts subscribers to enter an ID and password when they press * during any subscriber greeting. Enabled by default.	To avoid leaving a message as "an unidentified caller," subscribers can log on to Cisco Unity from another subscriber greeting when they call the subscriber from a phone that is not associated with their account. (Cisco Unity subscribers cannot reply to messages from unidentified callers.)	Continue to offer the Sign-In conversation so that subscribers can make the most of identified subscriber messaging. If you are considering reassigning the key used to access the Sign-In conversation, consider that subscribers also access the Sign-In conversation by pressing * from the Opening Greeting.
Easy Sign-In	Prompts subscribers to enter a password when they press a key during any subscriber greeting. Disabled by default. (No key is mapped to the Easy Sign-In conversation.)	Subscribers can dial their extensions and log on quickly. In this situation, subscribers may prefer the Easy Sign-In to the Sign-In conversation for several reasons: •They find the extra step of entering their ID redundant as they had already entered it when they dialed their extension (assuming that Cisco Unity IDs are the same as subscriber extensions). •They find the extra step of entering their ID annoying because they migrated from another voice messaging system that did not prompt them to enter an ID when they logged on from their greeting. •They migrated from another voice messaging system and are used to pressing a different key to log on from their greeting. Offering subscribers a fast and familiar way to log on from their own greeting is a handy alternative when subscribers cannot remember the pilot number to access Cisco Unity by phone. (Note that when subscribers call another subscriber and attempt to log on, Cisco Unity requires the password associated with the extension of the subscriber who placed the call.)	Provide Easy Sign-In to subscribers who want a faster way to log on from their own greeting or to accommodate subscribers who are accustomed to another voice messaging system. Keys 1-9 are unmapped, and are therefore good choices for assigning to the Easy Sign-In conversation. Consider the following if you are thinking of using the *, 0, or # key instead: •Avoid reassigning the * key so that you can continue to offer the Sign-In conversation. •The # key is already set up to skip greetings. It is also the key that subscribers use to skip ahead throughout the Cisco Unity conversation. •The 0 key is already set up to send callers to the Operator call handler. •The Cisco Unity subscriber documentation reflects the behavior described above for the *, 0, and # keys.

Configuring Call Waiting Hold Time

With call holding, when the phone is busy, Cisco Unity can ask callers to hold. Cisco Unity manages each caller in the queue, according to the settings you configure. You can configure call waiting hold time, as described below. You can also customize the music that callers hear while on hold, as described in the "Cisco Unity Music on Hold" section.

The call holding wait time for the first caller in the queue can be configured by making changes in the following registry keys:

HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\CallTransfer\1.0\WaitTimeSec

HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\CallTransfer\1.0\Attempts

The default value for each key is 5. To obtain the call holding queue wait time for the first caller in the queue, Cisco Unity multiplies the values of the keys. For example, the default value of 25 seconds is a WaitTimeSec of 5 seconds x 5 Attempts. If both keys were set to a value of 10, the call holding queue wait time would be 100 seconds (a WaitTimeSec of 10 x 10 Attempts), and so on.

The WaitTimeSec setting controls how long Cisco Unity waits between attempts to connect the caller. We recommend a value between 5 and 15. A value outside of this range could prevent Cisco Unity from functioning as designed.

The Attempts setting controls how many times Cisco Unity tries the subscriber extension before asking whether the caller wants to continue to hold. We recommend a value between 2 and 10. Increasing this setting will decrease the frequency at which Cisco Unity asks whether the caller wants to continue to hold.

If these registry keys are not present on your system, you can add them as DWORD values. You do not need to restart Cisco Unity for the changes to take effect.

Do the following procedure to add or change call holding wait time registry keys.

To Add or Change Call Holding Wait Time Registry Keys

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Step 1 On the Cisco Unity server, on the Windows Start Menu, click Run.

Step 2 Start Regedit.

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Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

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Step 3 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 4 Expand the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\CallTransfer\1.0

If the registry key does not exist, continue with Step 5; otherwise, skip to Step 12.

Step 5 On the Edit menu, click New Key.

Step 6 Name the new key CallTransfer.

Step 7 Click the new CallTransfer key, then on the Edit menu, click New Key.

Step 8 Name the new key 1.0.

Step 9 Click the new 1.0 key, then on the Edit menu, click New DWORD Value.

Step 10 Double-click the new DWORD.

Step 11 In the Edit DWORD Value window, name the new DWORD WaitTimeSec, and then click Decimal.

Step 12 Set the WaitTimeSec Value Data to a number between 5 and 15.

Step 13 Click OK.

Step 14 Expand the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\CallTransfer\1.0

If the Attempts setting for the registry key does not exist, continue with Step 15; otherwise, skip to Step 18.

Step 15 Click the 1.0 key, then on the Edit menu, click New DWORD Value.

Step 16 Double-click the new DWORD.

Step 17 In the Edit DWORD Value window, name the new DWORD Attempts, and then click Decimal.

Step 18 Set the Attempts Value Data to a number between 2 and 10.

Step 19 Click OK.

Step 20 Close the Registry Editor.

Step 21 If you are using failover, repeat this procedure to apply the registry setting to the secondary server.

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Cisco Unity Music on Hold

When Music on Hold is enabled, what callers on hold hear depends on the phone system.

Cisco CallManager	The first caller on hold in the call holding queue hears a series of holding tones approximately every five seconds. Subsequent callers in the queue for the same extension will hear music on hold that is generated by Cisco Unity system prompts.
SIP phone systems	All callers on hold in the call holding queue hear silence.
Circuit-switched phone systems	The first caller on hold in the call holding queue hears hold music generated by the phone system, if it is configured to provide music on hold. Otherwise, the first caller hears a series of holding tones approximately every five seconds. Even when the phone system is configured to provide music on hold, subsequent callers in the queue for the same extension will hear music on hold that is generated by Cisco Unity system prompts.

The default wait time in the holding queue for the second and subsequent callers is approximately 30 seconds, and is based on the playing time of the music on hold system prompt WAV files. Cisco Unity plays each of the music on hold files in sequence, beginning with the file PHHoldMusic009.wav. If the caller presses 1 to continue to hold, Cisco Unity loops back to the first file, PHHoldMusic000.wav, then plays the next sequentially-numbered file if the caller wants to continue to hold, and so on.

To increase the holding queue wait time for the second and subsequent callers in the call holding queue, re-record the following ten prompts: PHHoldMusic000.wav through PHHoldMusic009.wav, located in the \CommServer\Localize\Prompts\<Language>\<Codec>\AvPHGreet directory. You can use the same music source for each of the prompts, or choose different music for each prompt. If you do not have an automatic call distribution or other call center product installed, you can record custom messages at the beginning or at the end of the music for several of the prompts, for example, "Your call is important to us. We apologize for the delay. A representative will be with you shortly," or a brief message advertising your products. The playing time for each of these WAV files should be approximately the same, and be from 45 to 120 seconds in length. Be sure to record and test all ten prompts. If any of the ten PHHoldMusic WAV files are missing, callers will hear the fail-safe conversation and be unable to continue holding.

Be aware that subsequent callers in the holding queue cannot advance while a particular WAV file is playing; Cisco Unity takes action on the call at the end of the playing of each WAV file. Therefore, we recommend that you keep the playing time for each of the prompts to the minimum amount of time that meets the needs of your site. (Note, however, that the first caller on hold will be transferred to the extension at whatever point it becomes available.)

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Caution Customized system prompt WAV files are not preserved during a Cisco Unity upgrade, or on a system restoration when the backup was made by using the Cisco Unity Disaster Recovery Tools. Keep a copy of your customized music on hold prompt files, so that you can replace the standard music on hold prompts, if applicable, after an upgrade or system restoration.

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Activating Optional Conversation 1 for Subscribers

Cisco Unity Optional Conversation 1 provides an alternative to the standard conversation. You may choose to use Optional Conversation 1 because the options in its message-retrieval menus more closely resemble the options that subscribers in your organization are familiar with. Other menus—those that unidentified callers and Cisco Unity subscribers use to send and manage messages, as well as the menus that subscribers use to change their Cisco Unity settings—are the same as those in the Cisco Unity standard conversation. 

The Cisco Unity at a Glance for Optional Conversation 1 card provides a diagram of the Cisco Unity phone conversation and is intended for subscriber use. Versions of the card for Cisco Unity with Microsoft Exchange are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.

To activate Optional Conversation 1 for individual subscribers or for a specific group of subscribers, you use the conversation settings on the applicable subscriber or template pages in the Cisco Unity Administrator.

For more details on using Optional Conversation 1 with Cisco Unity, refer to the White Paper: Using Optional Conversation 1 with Cisco Unity Version 4.0(4), available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/cnv1_404.htm. The white paper also includes a list of caveats associated with using Optional Conversation 1.

If you choose to activate Optional Conversation 1, consider the following:

•As with the standard conversation, deleting or customizing Cisco Unity prompts is not supported.

•Changes you make to subscriber settings in the Cisco Unity Administrator are preserved after failover and upgrades; you do not need to reactivate Optional Conversation 1 in either instance.

You can use the following procedures to activate Optional Conversation 1 for a group of subscribers and for individual subscribers:

•Do the procedure "To Activate Optional Conversation 1 in a Subscriber Template" to activate Optional Conversation 1 for a group of subscribers that you plan to create. (Changes to settings in a template do not affect any of the existing subscriber accounts that were based on that template.)

•Do the procedure "To Activate Optional Conversation 1 for an Existing Subscriber" to specify Optional Conversation 1 for a single, existing subscriber. (If you want to activate Optional Conversation 1 for an existing group of subscribers, use the Bulk Edit tool available in Tools Depot. Refer to Help for details.)

To Activate Optional Conversation 1 in a Subscriber Template

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Step 1 In the Cisco Unity Administrator, go to any Subscribers > Subscriber Template page, and find the template that you want to modify.

Step 2 Browse to the Conversation page.

Step 3 Under Phone Menu Options, click Optional Conversation 1 on the Conversation Style menu.

Step 4 Click the Save icon.

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To Activate Optional Conversation 1 for an Existing Subscriber

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Step 1 In the Cisco Unity Administrator, go to any Subscribers > Subscribers page and find the subscriber whose conversation style you want to change.

Step 2 Browse to the Conversation page.

Step 3 Under Phone Menu Options, click Optional Conversation 1 on the Conversation Style menu.

Step 4 Click the Save icon.

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Changing How Cisco Unity Saves New Messages That Subscribers Skip During Message Playback (Optional Conversation 1)

You can customize Optional Conversation 1 to change how Cisco Unity handles new messages that subscribers skip during message playback. By default, when subscribers press # to skip a new message during message playback, Cisco Unity saves the message as new. This means that when subscribers call Cisco Unity to check messages, the skipped message remains in the list of new messages that Cisco Unity plays. In addition, message waiting indicators (MWI) on subscriber phones remain lit as long as there are new messages.

By using the Advanced Settings Tool to change the registry, you can customize Optional Conversation 1 so that Cisco Unity saves new messages that subscribers skip by pressing # during message playback as saved messages rather than as new messages. Subscribers in your organization may prefer this so that when they call Cisco Unity to check for new messages, they hear only newly arrived messages, and not the messages that they skipped earlier. Likewise, subscribers can then rely on their MWIs to determine when a new message arrives.

How Cisco Unity saves new messages that subscribers skip depends on the registry value you set:

0	Cisco Unity saves skipped messages as new messages.
1	Cisco Unity saves skipped messages as saved messages.

The registry change is applied systemwide to all subscribers who are associated with the Cisco Unity server and who use Optional Conversation 1. You cannot make the change for an individual subscriber or a specific group of subscribers who use Optional Conversation 1. The change does not affect subscribers who use the standard conversation.

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Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated 

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Do the following procedure if you would like Cisco Unity to save new messages as saved messages when subscribers skip them by pressing # during message playback. Note that the procedure does not change how Cisco Unity saves messages when subscribers press 9 or # after message playback.

To Change How Cisco Unity Handles Messages That Subscribers Skip By Pressing # During Message Playback

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Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Cisco Unity Settings pane, click Optional Conversation 1: Customize Skipped Message State.

Step 4 In the New Value list, click the applicable value, and click Set.

Step 5 When prompted, click OK.

Step 6 Click Exit.

You do not need to restart the Cisco Unity software for the registry change to take effect.

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Offering Subscribers Additional Caller Information Before Message Playback

The Cisco Unity subscriber conversation can be customized so that it provides subscribers with additional information about each caller who left a message, before it plays the message. By using the Bulk Edit utility (available in Tools Depot), you can provide individual subscribers or a specific group of subscribers with additional information on one or both of the types of callers who leave messages for them, as indicated in Table 7-4.

Table 7-4 Caller Information That Cisco Unity Can Offer Before Message Playback 

For Messages Left By This Type of Caller	Message Type	Cisco Unity Plays This By Default	Cisco Unity Plays This When Additional Caller Information Is Offered
Identified subscriber (including call handlers)	Voice, fax, e-mail, receipts	The recorded name of the subscriber. If the subscriber (or call handler) does not have a recorded name, Cisco Unity plays the primary extension associated with the subscriber or call handler instead.	Both the recorded name (if available) and the primary extension before playing the message. When a subscriber (or call handler) does not have a recorded name nor an extension, Cisco Unity simply plays the message without announcing who it is from.
Unidentified caller	Voice	The message, without announcing who it is from or playing the phone number of the caller first.	The phone number (if available) of the caller before playing the message.

If you choose to provide Cisco Unity subscribers with additional caller information before message playback, consider the following requirements:

•Subscribers hear sender information before Cisco Unity plays each message only if their accounts are configured to play it. Either a Cisco Unity administrator or a subscriber can specify message playback preferences. (Cisco Unity administrators specify whether subscribers hear sender information before message playback on the Conversation pages in the Cisco Unity Administrator, while subscribers can specify their own message playback preferences in the Cisco Unity Assistant.)

•In addition, to allow Cisco Unity to provide the phone number (ANI or caller ID) information on unidentified callers, your phone system must support sending such information to Cisco Unity. (Refer to your phone system documentation for more information.) When Cisco Unity receives ANI information on a caller, it will make use of only the valid numbers, and ignores any other characters that the phone system sends.

Refer to the Bulk Edit Help for details on using it to modify existing subscriber accounts. You use one or both of the following fields on the Conversation tab in Bulk Edit to offer subscribers additional caller information before message playback:

Announce Sender's Extension for Messages from Subscribers	Specifies whether Cisco Unity provides subscribers with additional caller information on subscribers (and call handlers) who leave messages for them.
Announce ANI for Messages from Unidentified Callers	Specifies whether Cisco Unity provides subscribers with additional caller information on unidentified callers who leave messages for them.

Changing the Order for Addressing and Recording

The Cisco Unity subscriber conversation can be customized to change the order in which Cisco Unity prompts subscribers to address and record when they send or forward messages to other subscribers or distribution lists. By default, when a subscriber sends or forwards a message, Cisco Unity first prompts the subscriber to address the message and then prompts the subscriber to record the message or to record an introduction for a forwarded message.

By using the Advanced Settings Tool to change the registry, you can customize the subscriber conversation so that Cisco Unity prompts subscribers to record a message or introduction before prompting them to address it.

How Cisco Unity prompts subscribers to address and record when they send and forward messages depends on the registry value you set:

0	Cisco Unity records the message and then addresses it.
1	Cisco Unity addresses the message and then records it.

The registry change is applied systemwide to all subscribers associated with the Cisco Unity server. You cannot make the change for an individual subscriber or a specific group of subscribers. Finally, note that you cannot change the order in which Cisco Unity prompts subscribers to address and record when they reply to messages; Cisco Unity always prompts subscribers to record a reply before allowing them to add additional recipients.

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Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated 

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Do the following procedure to change the order in which Cisco Unity prompts subscribers to address and record when they send messages.

To Change the Order of Addressing and Recording When Subscribers Send Messages

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Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Subscriber Send Message Flow.

Step 4 In the New Value list, click the applicable value, and click Set.

Step 5 When prompted, click OK.

Step 6 Click Exit.

You do not need to restart the Cisco Unity software for the registry change to take effect.

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Changing How Subscribers Confirm Message Addressing

The Cisco Unity subscriber conversation can be customized to alter how Cisco Unity prompts a subscriber to confirm message addressing. By default, when a subscriber addresses a message, Cisco Unity plays the recorded name and extension of the intended recipient (or, when there is no recorded name, Cisco Unity plays the extension instead) and asks the subscriber to confirm that the recipient is correct.

By using the Advanced Settings Tool to change the registry, you can customize how Cisco Unity prompts subscribers to confirm message addressing. Table 7-5 shows the confirmation prompts that subscribers hear during message addressing, depending on the registry value you set.

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Note The Advanced Settings Tool also allows you to customize other aspects of the subscriber conversation. The Cisco Unity prompts listed in Table 7-5 assume that all other registry settings related to the subscriber conversation are set to their default values. Changes to some registry settings—such as the Directory List Selection Style setting—affect what the subscriber hears when you customize message addressing.

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Table 7-5 Confirmation Prompts During Message Addressing 

Registry Value	When There Is an Exact Match	When There Is More Than One Matching Name
0	"For <recipient name> at <extension>, press #. To cancel, press *."	"There are <x> matching names; choose by number. For Alex Campbell at extension 2015, press 1. For Li Campbell at extension 2003, press 2. For Terry Campbell at extension 2078, press 3..."
1	"For <recipient name>, press #. To cancel, press *."	"There are <x> matching names; choose by number. For Alex Campbell, press 1. For Li Campbell, press 2. For Terry Campbell, press 3..."
2	"Added."	"There are <x> matching names; choose by number. For Alex Campbell at extension 2015, press 1. For Li Campbell at extension 2003, press 2. For Terry Campbell at extension 2078, press 3..."

The registry change is applied systemwide to all subscribers associated with the Cisco Unity server. You cannot change how Cisco Unity prompts an individual subscriber or a specific group of subscribers to confirm message addressing.

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Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.

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Do the following procedure to change how subscribers confirm message addressing.

To Change How Subscribers Confirm Message Addressing

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Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click Subscriber Addressing Confirm Match Mode.

Step 4 In the New Value list, click the applicable value, and click Set.

Step 5 When prompted, click OK.

Step 6 Click Exit.

You do not need to restart the Cisco Unity software for the registry change to take effect.

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Changing What Subscribers Hear When They Manage Deleted Messages

You can use the Advanced Settings Tool (available in Tools Depot) to customize the subscriber conversation to change what subscribers hear when they manage their deleted messages in the following ways:

•Change how Cisco Unity handles the way in which multiple deleted messages are permanently deleted. By default, when subscribers press 3 > 2 > 2 from the Main menu to permanently delete multiple deleted messages at once, Cisco Unity allows them to choose which messages they want to delete; subscribers can either delete their deleted voice messages or delete all of their deleted messages.

As alternatives to the default, you can specify that Cisco Unity does not prompt subscribers to choose, and instead will permanently delete the type of messages you specify: either deleted voice messages or all deleted messages (voice, fax, and e-mail, as applicable). To set up either alternative, use the Advanced Settings Tool to change the Conversation—Set How Deleted Messages Are Deleted in Bulk setting. Refer to the Advanced Settings Help for details.

•Enable Cisco Unity to request confirmation from subscribers before proceeding with a permanent deletion of a single deleted message. (To permanently delete a deleted message, subscribers must belong to a class of service that allows them to retain and review deleted messages.) By default, when subscribers permanently delete a deleted message as they review deleted messages by phone, Cisco Unity does not ask them to confirm the deletion.

You can enable Cisco Unity to request confirmation from subscribers before proceeding with the deletion. To do so, use the Advanced Settings Tool to change the Conversation—Confirm Delete When Deleting a Deleted Message setting. Refer to the Advanced Settings Help for details.

•Enable Cisco Unity to request confirmation from subscribers before proceeding with a deletion of a single new or saved message. By default, when subscribers delete a new or saved message, Cisco Unity does not ask them to confirm the deletion.

You may want to enable Cisco Unity to request confirmation from subscribers before proceeding with the deletion, especially if many subscribers do not belong to a class of service that allows them to retain and review their deleted messages, because the deletion would be permanent for them. To do so, use the Advanced Settings Tool to change the Conversation—Confirm Delete When Deleting a New or Saved Message setting. Refer to the Advanced Settings Help for details.

Setting Up System Transfers

In your organization, you may find that callers want to be able to dial numbers that are not typically listed in directory assistance. For example, subscribers and outsider callers may find it convenient to be able to call Cisco Unity and transfer from the Opening Greeting or another call handler to a lobby extension, conference room extension, or an extension assigned to someone in the organization who is not a Cisco Unity subscriber, such as an employee who is visiting from another site and is using a guest office. In addition, some subscribers may want to be able to call Cisco Unity and then transfer to phone numbers outside of the organization—such as frequently called customers or vendors—so that they do not have to hang up after checking messages to place another call, or so that they will not incur long-distance charges while on business travel.

You can route callers to one of two "system transfer" conversations, both of which offer callers the ability to transfer to numbers that are not associated with Cisco Unity subscribers:

Caller System Transfer

This conversation prompts callers to enter the number that they want to transfer to. To protect Cisco Unity from toll fraud and unauthorized use, Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.

Subscriber System Transfer

This conversation prompts callers to log on to Cisco Unity. After callers enter their Cisco Unity IDs and passwords, Cisco Unity prompts them to enter the number that they want to transfer to. To protect Cisco Unity from toll fraud and unauthorized use, Cisco Unity performs the transfer only when permitted by the transfer restriction table that is associated with the class of service for the subscriber who logged on.

You can route callers to either system transfer conversation in several ways, including:

•By offering a system transfer as a "one-key dialing" option. You can specify either system transfer (on the Caller Input page for any call handler or subscriber greeting) as the action that Cisco Unity performs when a caller presses a particular key during the greeting.

For example, to allow all callers to transfer to a lobby phone, guest office, or a conference room from the Opening Greeting, you could specify that Cisco Unity will offer Caller System Transfers when callers press 3. To offer system transfers to a particular subscriber, you could specify that Cisco Unity will offer Subscriber System Transfers when the subscriber presses a particular key during the Opening Greeting or even during his or her own greeting.

•By creating a new phone number and a corresponding routing rule to send callers to either system transfer conversation. In this way, when callers dial the number, Cisco Unity sends calls to the system transfer conversation you specify.

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Note Regardless of how you offer callers either type of system transfer, Cisco Unity releases calls to the phone system, which handles the transfer to the specified number.

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Follow the applicable task list in this section to set up Caller and Subscriber System Transfers. For both types of transfers, Cisco Unity prompts subscribers and callers to confirm the number that they enter before performing the transfer. To disable the confirmation prompt, use the Advanced Settings Tool to change the Conversation—Confirm Number Before System Transfer Conversation setting. Refer to the Advanced Settings Help for details. (The Advanced Settings Tool is available in Tools Depot.)

Task List: Offering Caller System Transfers

1. Modify the CS_Default_System_Transfer restriction table. See the "Restriction Tables" chapter for details on how restriction tables work and how to modify them to allow the numbers you want.

2. Set up a one-key dialing option or a new phone number that callers can use for system transfers:

•Setting Up a One-key Dialing Option—Use caller input settings for a call handler to send callers to the Caller System Transfer conversation when they press the key that you specify during a call handler greeting. Then, enable caller input for the applicable greeting and (re)record the greeting to mention the key that callers can press in the call handler greeting. (For example, "...to reach a conference room, press 3.") See the "Call Handler Caller Input Settings" section on page 22-13.

•Setting Up a "System Transfers" Phone Number—Refer to the documentation for the phone system to set up a new phone number. Then, on the Call Management > Call Routing > Direct Calls page in the Cisco Unity Administrator, create a routing rule that sends any call that arrives for the new number to the Caller System Transfer conversation. Distribute the new number to callers who will find Caller System Transfers convenient. See the "Creating and Modifying Call Routing Rules" section on page 25-3 and the "Direct Calls and Forwarded Calls Routing Table Settings" section on page 25-4 for details on creating routing rules for direct calls.

Task List: Offering Subscriber System Transfers

1. For the subscribers who will use Subscriber System Transfers, modify the transfer restriction table that is associated with the subscriber class of service so that the subscribers can dial numbers that are not associated with Cisco Unity entities. See the "Restriction Tables" chapter for details on how transfer restriction tables work and how to modify them to allow the numbers you want.

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Tip If you are not offering system transfers to all subscribers in a single class of service, reassign those who will use it to a new class of service that has a transfer restriction table that will allow them to dial the applicable numbers.

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2. Set up a one-key dialing option or a new phone number that callers can use for system transfers:

•Setting Up a One-key Dialing Option—Use caller input settings for a call handler or a subscriber greeting to send callers to the Subscriber System Transfer conversation when they press the key that you specify during the greeting. Then, enable caller input for the applicable greeting. Tell subscribers which key to press to access the Subscriber System Transfer conversation when they listen to the greeting, or if you are not concerned about other callers hearing the option and not being able to use it, (re)record the greeting to mention the key. (For example, "...to reach a conference room, press 3.") See the "Call Handler Caller Input Settings" section on page 22-13 and the "Subscriber Caller Input Settings" section on page 17-21.

•Setting Up a "System Transfers" Phone Number—Refer to the documentation for the phone system to set up a new phone number. Then, on the Call Management > Call Routing > Direct Calls page in the Cisco Unity Administrator, create a routing rule that sends any calls to the new number to the Subscriber System Transfer conversation. Distribute the new number only to the subscribers who will use Subscriber System Transfers. See the "Creating and Modifying Call Routing Rules" section on page 25-3 and the "Direct Calls and Forwarded Calls Routing Table Settings" section on page 25-4 for details on creating routing rules for direct calls.

How Subscribers Can Customize the Cisco Unity Conversation

Subscribers can customize the Cisco Unity conversation by phone or by using the Cisco Unity Assistant. Table 7-6 details the conversation settings that subscribers can change.

Table 7-6 Settings That Subscribers Can Change 

Settings That Can Be Changed by Using the Cisco Unity Assistant	Settings That Can Be Changed by Using the Phone Conversation
Greetings: •Record a personal greeting •Enable or disable greeting •Specify an expiration date for an enabled greeting •Switch between system prompt and personal greeting	Greetings: •Record a personal greeting •Enable or disable greeting •Specify an expiration date for an enabled greeting
Call Transfer1 : •Transfer indirect calls to an extension or send to the greeting •Change extension	Call Transfer1: •Transfer indirect calls to an extension or send to the greeting •Change extension
Call Holding and Screening2 : •Select how Cisco Unity handles indirect calls when the subscriber phone is busy, including placing the caller on hold, prompting the caller to hold or leave a message, and sending the caller directly to the greeting •Select how Cisco Unity handles indirect calls, including telling the subscriber who the call is for, announcing that Cisco Unity is transferring the call, prompting the subscriber to accept or refuse a call, and prompting callers to say their names	Call Holding and Screening2: None
Message Playback: •Select full or brief Cisco Unity conversation menus •Select the action that Cisco Unity performs when the subscriber calls Cisco Unity, including greeting the subscriber by name and announcing the number of new messages by type •Select the action that Cisco Unity performs when messages are played, including announcing the name and number of the sender who left a message, whether the timestamp is played before or after the message, and the volume level at which messages are played •Specify whether Cisco Unity plays the Message Type menu •Specify message playback order	Message Playback: Select full or brief Cisco Unity conversation menus
Message Addressing: •Switch between addressing messages to other subscribers by name, or by extension3 •Specify order for addressing messages by name (last name followed by first name, or vice versa)	Message Addressing: Switch between addressing to other subscribers by name or by extension (by pressing ##)
Caller Options: •Allow callers to edit messages •Allow callers to mark messages urgent	Caller Options: None
Personal Settings: •Record a name •Change directory listing status •Select the language used for the subscriber phone conversation	Personal Settings: •Record a name •Change directory listing status

1 Call transfer options apply only to incoming calls that were routed to the subscriber from the automated attendant or a directory handler, and not on direct calls. Transfer options do not apply when an outsider caller or another subscriber dials a subscriber extension directly. 2 Call holding and screening options apply only to incoming calls that were routed to the subscriber from the automated attendant or a directory handler, and not on direct calls. Holding and screening options do not apply when an outsider caller or another subscriber dials a subscriber extension directly. In addition, holding and screening options are available only when supervised transfers are enabled. 3 Note that this depends on whether you have enabled spelled name addressing. See the "Configuration Settings" section on page 29-2 for details.

To set up the recording and playback devices that subscribers will use, see the "Determining Which Recording and Playback Devices Subscribers Will Use" section. For a complete list of settings that subscribers can change by phone or in the Cisco Unity Assistant—including call transfer, message notification, and private list settings, see the "Subscriber Orientation" section on page 9-1.

About System Prompts

System prompts are standard recordings that come with the Cisco Unity system. They cannot be changed by using the Cisco Unity Administrator, the Cisco Unity Assistant, or the phone conversation.

System prompts are played in different combinations in multiple places in the phone conversation. All system prompts are located in the CommServer\Localize\Prompts directory and subdirectories.

You can specify the default language in which system prompts are played to all subscribers and callers. See the "Specifying Phone Languages" section. In addition, you can use the Audio Management Tools available in Tools Depot to change prompt volume and speed for each Cisco Unity server:

•The Set Volume utility allows you to select the volume level at which all callers hear Cisco Unity system prompts. To do so, refer to the Set Volume utility Help.

•The Set Prompt Speed utility allows you to select how fast Cisco Unity plays system prompts. To do so, refer to the Set Prompt Speed utility Help.

Do not delete system prompts, as this can cause system errors. Customizing system prompts is not supported. All system prompts are automatically deleted and replaced when you upgrade Cisco Unity (including maintenance upgrades).

Recording and Managing System Greetings

You can record names for subscribers, public distribution lists, private lists, and call handlers (including interview handlers and directory handlers), and greetings for subscribers and call handlers, from pages within the Cisco Unity Administrator. In addition, in circumstances when you cannot access the Cisco Unity Administrator, you can access the Cisco Unity Greetings Administrator from any phone to manage greetings for call handlers.

See the following sections for more information:

•Using the Cisco Unity Greetings Administrator to Record and Manage Greetings

•Using the Media Master to Record Greetings and Names, page 3-5

Using the Cisco Unity Greetings Administrator to Record and Manage Greetings

The Cisco Unity Greetings Administrator allows you—or the call handler owner(s) that you assign—to manage call handler greetings from any phone. The owner of the call handler can be any subscriber or public distribution list. (Note that the call handler owner is not necessarily the message recipient.)

By using the Cisco Unity Greeting Administrator, you can do the following tasks without having to access a Media Master control bar in the Cisco Unity Administrator:

•Rerecord a call handler greeting.

•Enable or disable the alternate greeting for a call handler.

•Determine which greeting is currently active for a call handler.

For example, if your office is unexpectedly closed because of bad weather, you can call Cisco Unity from home to enable the alternate Opening Greeting, or rerecord a call handler greeting to state that the office is closed.

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Note The RSA SecurID system is not available for subscribers who use the Cisco Unity Greetings Administrator.

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For information on setting up and using the Cisco Unity Greetings Administrator, see the "Setting Up the Cisco Unity Greetings Administrator" section on page 22-3 and the "Using the Cisco Unity Greetings Administrator to Change Call Handler Greetings" section on page 22-5.