Table Of Contents

Default Accounts and Message Handling

Overview: Default Accounts and Message Handling

Default Accounts

Message Handling

How Cisco Unity Handles Full Mailboxes

How Cisco Unity Handles Messages Without a Specific Recipient

Adding Subscribers to a Distribution List

How Cisco Unity Handles Private Messages

How Cisco Unity Handles Messages That Are Interrupted by Disconnected Calls

Default Accounts and Message Handling

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Overview: Default Accounts and Message Handling

Cisco Unity uses default accounts to provide example configurations for a subscriber and for an administrator; to provide an owner for default entities involved in message handling, such as call handlers and distribution lists; and to serve as members of default classes of service.

See the following sections in this chapter for more information:

•Default Accounts

•Message Handling

Default Accounts

During the installation of Cisco Unity, the installer is asked to choose the account that will be used to administer Cisco Unity. The purpose of this account is to allow administrator access to the Cisco Unity Administrator for initial setup. (See the "About the Accounts That Can Be Used to Administer Cisco Unity" section on page 2-5 for more information about administrative accounts.)

In addition to the account used to access the Cisco Unity Administrator, Cisco Unity creates several other default accounts and public distribution lists that you use when setting up the system. The Cisco Unity default accounts are detailed below. For a description of the default public distribution lists, see the "Message Handling" section and the "Subscriber Template Distribution Lists Settings" section on page 10-22.

Example Administrator

During installation, Cisco Unity creates the Example Administrator account based on the {Default Administrator} template. The account is assigned to the Default Administrator class of service, which offers the highest level of system access.

The Example Administrator has a Domino Person document and a Windows domain account. The account short name is EAdmin, and the default extension is 99999. The Example Administrator does not have a phone password, as logging on to Cisco Unity by phone is not allowed for this account.

The Example Administrator account serves as a default owner, message recipient, and member of the following Cisco Unity entities:

•Unaddressed Messages distribution list (by default, the Example Administrator is the only member of this distribution list)

•All Subscribers distribution list

•Operator call handler

•Opening Greeting call handler

•Goodbye call handler

•Example Interview call handler

•Default Directory handler

•Default Administrator Class of Service (by default the Example Administrator is the only account with this class of service)

The Example Administrator subscriber account cannot be deleted from the Cisco Unity Administrator. In fact, the account includes the instructions "Do Not Delete" as part of the subscriber name. However, the account can be deleted if necessary, by using SQL and Domino tools. For example, you might want to delete the account if the licensed subscriber limit has been reached, or if the account is perceived to be a security hazard even with a strong password.

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Caution Do not delete the Example Administrator account unless you have finished assigning the appropriate subscriber(s) or public distribution list(s) as message recipients or members (as applicable) of the Cisco Unity entities with which the account is associated. For more information on the impact of deleting the Example Administrator account, see the "Deleting Subscriber Accounts" chapter.

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Unity Messaging System

The Unity Messaging System account sends notification when a Cisco Unity report is complete. This account also acts as a surrogate sender for messages from unidentified callers. Thus, subscriber messages from unidentified callers are identified as coming from the Unity Messaging System mailbox. This account also receives nondelivery receipts (NDRs) for voice messages that cannot be delivered, which it then forwards to the public distribution list called Unaddressed Messages.

The short name for this account is Unity_<Servername>. The account cannot be seen in the Cisco Unity Administrator, but the account is created and the associated Domino Person document appears in the Domino Administrator. This account does not have a phone password, as logging on to Cisco Unity by phone is not allowed for this account. The mailbox has the display name Unity Messaging System.

Example Subscriber

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Note The Example Subscriber account is no longer created during Cisco Unity installation. However, you may still have an Example Subscriber account if you upgraded from a version of Cisco Unity earlier than 4.0(3), as the account is not removed during the upgrade process.

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The Example Subscriber account provides an example of typical subscriber settings; it is based on the {Default Subscriber} template and assigned to the Default Subscriber class of service. The account short name is ESubscriber, and the default extension is 99990.

You can delete the Example Subscriber account at any time.

Message Handling

See the following sections:

•How Cisco Unity Handles Full Mailboxes—This section describes how Cisco Unity handles full mailboxes.

•How Cisco Unity Handles Messages Without a Specific Recipient—This section describes how Cisco Unity handles messages that are not associated with a specific recipient, and what you must do to make sure that messages are properly routed to the applicable subscriber or call handler.

•How Cisco Unity Handles Private Messages—This section describes how Cisco Unity handles messages that subscribers mark private.

•How Cisco Unity Handles Messages That Are Interrupted by Disconnected Calls—This section describes how to change the way that Cisco Unity handles messages when calls are disconnected while subscribers are in the process of sending, replying to, or forwarding a message.

How Cisco Unity Handles Full Mailboxes

IBM Lotus Domino allows you to set database size quotas for user mail files. If a mail file exceeds its storage quota, a warning message is sent, and can be seen in the Misc Events view of Log.nsf. Even though a mail file has exceeded the storage quota, the router still delivers mail and the subscriber can still retrieve and send messages.

How Cisco Unity Handles Messages Without a Specific Recipient

In some situations, messages left in Cisco Unity are not associated with a specific recipient; these messages must be screened and routed to the applicable subscriber or call handler. A subscriber should be assigned the responsibility of reviewing these messages frequently.

Such messages are left as follows:

Unaddressed Messages Distribution List

Messages that cannot be delivered because the network or a server assigned to a subscriber goes down are forwarded to the Unaddressed Messages distribution list. By default, this distribution list contains the Example Administrator as its only member.

To route these messages properly, ensure that the Unaddressed Messages distribution list has at least one member (such as the operator) who will monitor the mailbox and handle messages that cannot be delivered. (See the "Adding Subscribers to a Distribution List" section for instructions.)

Operator, Opening Greeting, and Goodbye Call Handlers

When a caller to Cisco Unity dials the operator and no operator is available, the caller can leave a message, depending on the call transfer settings for the Operator call handler. Call transfer settings in the Opening Greeting and Goodbye call handlers also can allow callers to leave a message. By default, messages left in any of these call handlers are sent to the Unaddressed Messages distribution list. For more information on call handler message recipient settings, see the "Call Handler Messages Settings" section on page 18-14.

Example Interview

When callers are routed to the Example Interview, which gathers basic information about who they are and who they are trying to reach, the answers to the questions are routed by default to the Example Administrator. If you want these messages to be routed to another recipient, choose a subscriber (such as the operator) or a distribution list as the recipient. For information on choosing an interview response recipient, see the "Overview: Interview Handler Settings" section on page 20-1.

Adding Subscribers to a Distribution List

To Add Subscribers to the Unaddressed Messages Distribution List

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Step 1 In the Cisco Unity Administrator, go to any Subscribers > Public Distribution Lists page.

Step 2 Click the Find icon.

Step 3 Double-click the Unaddressed Messages distribution list.

Step 4 Change settings as applicable, and then click the Save icon.

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How Cisco Unity Handles Private Messages

Messages marked private cannot be forwarded by phone. This includes any voice message that a Cisco Unity subscriber marked private, and as applicable, any e-mail message that a subscriber or another sender marked with the "Do Not Copy" mail option in IBM Lotus Notes.

How Cisco Unity Handles Messages That Are Interrupted by Disconnected Calls

You can change how Cisco Unity handles messages that are interrupted by disconnected calls while subscribers are in the process of sending, replying to, or forwarding messages. Calls can be intentionally or unintentionally disconnected—for example, when a subscriber hangs up or when a cell phone loses its charge or signal.

By default, Cisco Unity sends a message when the call is disconnected in the following circumstances:

When a subscriber is replying to or sending a message	As long as the message has at least one recipient and the recording is more than one second (1,000 ms) in length. This means that Cisco Unity sends the message even though the subscriber may not have finished recording or addressing the message.
When a subscriber is forwarding a message	As long as the message has at least one recipient. This means that Cisco Unity sends the message even though the subscriber may not have recorded an introduction or completely addressed the message.

By using the Advanced Settings Tool to change the registry, you can set Cisco Unity so that it will delete interrupted messages unless subscribers have pressed the # key to send their messages. Thus, if a call is disconnected before a subscriber has a chance to press #, Cisco Unity deletes the message rather than sending it.

How Cisco Unity handles a message interrupted by a disconnected call depends on the registry value you set:

0	Cisco Unity sends the interrupted message even if the subscriber has not pressed the # key.
1	Cisco Unity deletes the interrupted message unless the subscriber has pressed the # key.

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.

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Note If Cisco Unity failover is configured, 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 Cisco Unity handles messages when calls are disconnected.

To Change How Cisco Unity Handles Messages Interrupted by Disconnected Calls

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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 Subscriber Send Message Hang-Up Action.

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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