System Administration Guide for Cisco Unity Connection Release 10.x

Conversation Settings

Following are the conversation settings:

• Accessibility Settings in Effect During PIN Entry Conversation: The individual user phone menu accessibility settings do not take effect until a user is authenticated by entering the voicemail PIN.
• Addressing Priority Lists: When a user attempts to address a message to a recipient by saying a name or spelling part of a name, he/she may find multiple matching names. You can configure two mechanisms that to prioritize certain recipients, sorting the results and offering the names with higher weights first in the search results. You can customize how names are stored in addressing priority lists and how long the names are stored.
• Addressing and Recording Order: The standard conversation can be customized in which users can address and record when they send or forward messages to other users or distribution lists. You can customize the user conversation to address a message before recording the message or an introduction. This setting change is applied systemwide to all users. You cannot change the order in which users address and record when they reply to messages.
• Announcing to Users when Messages are Marked Secure: When the Announce Secure Status in Message Header check box is checked, Unity Connection plays a prompt to the user before playing a secure message, announcing that it is a secure message.

If you have configured Unity Connection such that all messages left by both users and outside callers are configured to be secure, consider unchecking this check box so that users do not hear the secure message prompt before every message that they listen to.

• Announcing When a Message has been Sent to Multiple Recipients and Listing Message Recipients: The conversation can be customized so that when a message has been sent to multiple recipients, Unity Connection announces that fact to the user before playing the message.

Unity Connection can also be customized so that users can hear a list of all of the recipients of a message. By default, this functionality is not enabled for the touchtone conversation, and must be configured using the Custom Keypad Mapping tool. Depending on how you configure the key mapping, users can hear the list of message recipients when they press the applicable key while listening to the message header, body, footer, or after-message prompts.

• Automatically Added Alternate Extensions: When a user signs in from a phone number other than a primary extension or alternate extension, the number is added to the calling party ID (CPID) history of the user. When a number is added as an alternate extension, the user can sign in to Unity Connection from the number without having to enter a user ID (the primary extension).
• Call Holding Wait Time: With call holding, when the phone is busy, Unity Connection can ask callers to hold. Each caller remains in the queue according to the settings that you configure.
• Announcing Message Status on Reply or Reply-All: Unity Connection announces message status to the users when they reply or reply-all to a message. By default, when a user replies or reply-all to a message, Unity Connection do not announce any message status.
• Announcing Recipient List on Reply or Reply-All: When a message is sent to multiple recipients and/or distribution lists, recipients have the option to reply-all. Unity Connection announces the recipient list to the users when they reply-all to a message whose number of recipients is less than the number specified in the Maximum Number of Recipients Before Reply-all Warning field.

See Table 17-1 , when the administrator enables or disables the Announce Message Status to User(s) while Replying option.

Table 17-1 Message Status Announcement

• Announcing Message Status on Reply or Reply-All: When a message is sent to multiple recipients and/or distribution lists, recipients have the option to reply-all. Unity Connection announces the recipient list to the users when they reply-all to a message whose number of recipients is less than the number specified in the Maximum Number of Recipients Before Reply-all Warning field.

Unity Connection 10.0(1) and later plays only the recipient name, when the user reply to a message. Reply to a message is irrespective of the value mentioned in the Maximum Number of Recipients Before Reply-all warning field.

See Table 17-2 , when the administrator enable or disable the Announce Message Status to User(s) while Replying option.

Table 17-2 Message Status Announcement

• Announcing Recipient List on Reply or Reply-All: When a message is sent to multiple recipients and/or distribution lists, recipients have the option to reply-all. Unity Connection 10.0(1) and later plays only the recipient name, when the user reply to a message. Reply to a message is irrespective of the value mentioned in the Maximum Number of Recipients Before Reply-all warning field.

See Table 17-3 , when the administrator enable or disable the Announce Recipients list to User(s) while Replying option.

Table 17-3 Message Status Announcement

• Warning users on Reply-All When Number of Recipients Exceeds Maximum: When a message is sent to multiple recipients and/or distribution lists, recipients have the option to reply-all. Unity Connection warns users when they reply-all to a message whose number of recipients is equal to or exceeds the number specified in the Maximum Number of Recipients Before Reply-all Warning field.
• Caller Information: The user conversation can be customized so that it provides users with additional information about each caller who left a message, before it plays the message. See Table 17-4 for caller information.

• Dial Prefix Settings for Live Reply to Unidentified Callers: When live reply is enabled, users who are listening to messages by phone can reply to a message by calling the sender. When a user attempts to reply by calling an unidentified caller, Unity Connection checks the calling number provided by the phone system in the Automatic Number Identification (ANI) string against the transfer restriction table that is associated with the user class of service.
• Deleting Messages: You can customize the standard conversation to change what users hear when they manage their deleted messages in the following ways:

As alternatives to the default, you can specify that Unity Connection does not prompt users to choose, and instead permanently deletes the type of messages that you specify: either deleted voice messages or all deleted messages (voice and email, as applicable). To set up either alternative, change the Multiple Message Delete Mode setting by entering one of the following values:

– 1 —Users choose which messages are deleted; Unity Connection prompts them: “To delete only your voice messages, press 1. To delete all messages, press 2.” (Default setting)

– 2 —Unity Connection does not prompt users to choose which messages to delete; instead, Unity Connection deletes all of their deleted voice messages.

– 3 —Unity Connection does not prompt users to choose which messages to delete; instead, Unity Connection deletes all of their deleted messages (voice messages, receipts, and email messages, as applicable).

• Language of System Prompts: Phone languages are the languages in which Unity Connection can play system prompts to users and callers. The phone language setting is available for the following Unity Connection components: user accounts, routing rules, call handlers, interview handlers, and directory handlers.
• Sign in from a User Greeting: Caller input settings allow you to specify how users sign in to Unity Connection when they are listening to a user greeting. Using the caller input settings you can specify which keys users can press to interrupt a user greeting so that they can sign in to Unity Connection, and what users hear after Unity Connection prompts them to sign in.

The Table 17-5 summarizes the options available to you for specifying how users sign in to Unity Connection from their own greeting or from another user greeting.

Available Reports

You can generate and view reports in Cisco Unity Connection Serviceability. To go to Cisco Unity Connection Serviceability, select Cisco Unity Connection Serviceability in the navigation pane and select Go.

For details on generating and viewing reports for Cisco Unity Connection Serviceability, see the Administration Guide for Cisco Unity Connection Serviceability at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

The Table 17-6 describes the reports available in Unity Connection.

Table 17-6 Reports Available in Unity Connection

Configuring an RSS Reader to View Voice Messages

Users can configure an RSS reader to view voice messages. Following are some important considerations:

• Use the following URL in the RSS Reader:

– https://<Unity Connection server name>/cisco-unity-rss/rss.do

The server name can either be the hostname, IPv4 address, or IPv6 address of the Unity Connection server.

• When users connect to the RSS feed, they are required to provide the following:

– Username: Enter the user alias.

– Password: Enter the Cisco PCA password of the user (also known as the web application password).

RSS Feed Limitations and Behavioral Notes

• Only the 20 most recent unread messages are presented in the RSS feed.
• If the message is secure or private, a decoy message plays instead of the actual message. The decoy message indicates that the message is secure or private and that the user must retrieve the message by calling in by phone.
• Broadcast messages are not included in the RSS feed.
• Messages cannot be deleted. Messages can only be marked read.
• Marking a message read removes it from the RSS feed.
• US English is the only language supported at this time.
• Dispatch messages cannot be accepted, declined or postponed. Dispatch messages cannot be marked as read. A dispatch message remains in the RSS feed until it is handled via another interface or accepted by another recipient.
• Some RSS readers do not allow the description of the message to contain hyperlinks. For those readers, the feed does not offer the option to mark the message as read.
• For messages with multiple parts (for example a forwarded message with an introduction), not all parts of the message can be played. Only the first part (for example, the introduction) is played and the subject line indicates that there are more attachments. Users must retrieve the remaining message parts by calling in by phone.