-
Cisco Unity System Administration Guide (With IBM Lotus Domino), Release 4.0(5)
-
Index
-
Preface
-
Introduction
-
Accessing the Cisco Unity Administrator
-
Using the Cisco Unity Administrator
-
Default Accounts and Message Handling
-
Cisco Unity Conversation
-
Setting Up Cisco Unity Applications on Subscriber Workstations
-
Preparing Subscribers, Operators, and Support Desk Personnel to Work with Cisco Unity
-
Languages
-
Integrating a Fax Server with Cisco Unity
-
Subscriber Template Settings
-
Class of Service Settings
-
Creating Subscriber Accounts
-
Deleting Subscriber Accounts
-
Subscriber Settings
-
Public Distribution List Settings
-
Account Policy Settings
-
Call Management
-
Call Handler Settings
-
Directory Handler Settings
-
Interview Handler Settings
-
Call Routing
-
Restriction Tables
-
Reports
-
Network Settings
-
System Settings
-
Glossary
-
Appendix: Exiting and Starting the Cisco Unity Software and Server
-
Feedback
Table Of Contents
Setting Up Cisco Unity Applications on Subscriber Workstations
Overview: Setting Up Cisco Unity Applications on Subscriber Workstations
Task List for Setting Up Subscriber Phones and Customizing the Conversation
Securing and Changing Cisco Unity Phone Passwords
Setting Up Lotus Notes with DUC for Cisco
Task List for Setting Up Lotus Notes with DUC for Cisco
Setting Up the Cisco Personal Communications Assistant
Task List for Setting Up the Cisco Personal Communications Assistant
Configuring Subscriber Browsers to Use the Cisco PCA
Managing Security Alerts When Using SSL Connections
Changing the Default Search Scope for the Cisco PCA Address Book
Securing and Changing Cisco PCA Passwords
Defining Cisco PCA Logon, Password, and Lockout Policies
Task List for Setting Up the Media Master
What Happens When Subscribers Use the Phone as Their Recording and Playback Device
How Subscribers Specify Their Recording and Playback Device Preferences
Setting Up Text Message Notifications
SMS (SMPP) Message Notifications
Task List for Setting Up SMS (SMPP) Message Notification
Setting Up Cisco Unity Applications on Subscriber Workstations
Overview: Setting Up Cisco Unity Applications on Subscriber Workstations
Cisco Unity subscribers can send and manage voice, fax, and e-mail messages by using a touchtone phone or by using Lotus Notes with IBM Lotus Domino Unified Communications (DUC) for Cisco. In addition, the Cisco Unity Assistant lets subscribers personalize the Cisco Unity phone settings that control how they interact with Cisco Unity by phone.
This chapter reviews the preparations necessary for setting up and customizing Cisco Unity applications so that subscribers can access and use them at their workstations. See the following sections for details:
•
Task List for Setting Up Subscriber Phones and Customizing the Conversation—This section lists the tasks that you must do before subscribers access Cisco Unity by phone.
•
•
•
•
•
•
•
•
When you have set up subscribers to use the Cisco Unity client applications, review the tasks presented in the "Preparing Subscribers, Operators, and Support Desk Personnel to Work with Cisco Unity" chapter to orient subscribers and operators to Cisco Unity.
For a list of supported versions of Cisco Unity combined with the supported versions of the software on subscriber workstations, refer to the Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_device_support_tables_list.html.
Task List for Setting Up Subscriber Phones and Customizing the Conversation
As applicable, do the following tasks before subscribers access Cisco Unity by phone.
1.
2.
3.
4.
However, note the following exceptions:
–
–
To install the TTY prompt set, see the "TTY Overview" section on page 8-5.
5.
In addition, you can enable features such as "Easy" Sign-In, system transfers, Text to Speech, and live reply. For a complete list of customizations and features, as well as details on how to implement them, see the "How You Can Customize Cisco Unity Conversations" section on page 5-10.
Securing and Changing Cisco Unity Phone Passwords
You can change the phone password for an individual subscriber on the Subscribers > Subscribers > Phone Password pages in the Cisco Unity Administrator at any time. Alternatively, you can use the Cisco Unity Bulk Import wizard to change the phone passwords for multiple subscribers at the same time. (Refer to the Cisco Unity Bulk Import Help for details.)
As a best practice, each subscriber should be assigned a unique password that is eight or more digits long and non-trivial. If you allow subscribers to set their own passwords, encourage them to follow the same practice or use the settings on the Subscribers > Account Policy > Phone Password Restrictions page in the Cisco Unity Administrator to require them to do so.
When their accounts are configured to allow them, subscribers can use the Cisco Unity phone conversation or the Cisco Unity Assistant to set their phone passwords. Neither the Cisco Unity conversation nor the Cisco Unity Assistant require subscribers to enter their old phone passwords to reset them.
Note that AMIS, Bridge, Internet, and VPIM subscribers cannot log on to Cisco Unity by phone or use the Cisco Unity Assistant.
Related Documentation
•
•
•
•
Setting Up Lotus Notes with DUC for Cisco
By using Lotus Notes with DUC for Cisco, Cisco Unity subscribers can send and manage voice, fax, and e-mail messages from their IBM Lotus Notes Inbox. Subscribers can use Lotus Notes with DUC for Cisco to send voice messages to other subscribers, to non-Cisco Unity subscribers, and to public distribution lists.They can play and record voice messages by using the VCR-style recording and playback controls presented in the message form.
Cisco Unity activates a message waiting indicator (MWI) on the subscriber phone when a subscriber receives a new voice message. After the subscriber listens to all new messages over the phone, Cisco Unity immediately turns off the MWI—unless the subscriber chooses to save a message as new—to reflect that the subscriber has no new messages. However, when a subscriber listens to new messages by using Lotus Notes with DUC for Cisco, Cisco Unity relies on the Domino server to determine whether the subscriber has listened to new messages. As a result, subscribers who work with Lotus Notes offline will report that MWIs on their phones do not turn off in a timely manner. Advise subscribers that when their Lotus Notes client replicates with the Domino server, the MWI will be turned off.
Task List for Setting Up Lotus Notes with DUC for Cisco
Lotus Notes with DUC for Cisco is not a licensed feature, nor does it require that you give subscribers special class of service (COS) privileges or passwords to use it. To set up Lotus Notes with DUC for Cisco, install Lotus Notes with DUC for Cisco on each subscriber workstation, as applicable. Refer to the Lotus Notes with DUC for Cisco documentation for details.
Related Documentation
•
•
Setting Up the Cisco Personal Communications Assistant
Subscribers use the Cisco Personal Communications Assistant (PCA) to access the Cisco Unity Assistant. The Cisco Unity Assistant is a website that gives subscribers the ability to customize personal settings—including recorded greetings and message delivery options—on their workstations.
The Cisco PCA is not a licensed feature, nor are subscribers required to have COS rights to access it. Any Cisco Unity subscriber can access the Cisco PCA at http://<Cisco Unity server>/ciscopca. (Note that the URL is case-sensitive.) However, subscribers do require proper COS rights to the Cisco Unity Assistant.
In version 3.1 and earlier, the Cisco Unity Assistant was known as the ActiveAssistant, or AA. Subscribers who use the following ActiveAssistant URLs will be automatically redirected to the Cisco PCA website:
•
•
Task List for Setting Up the Cisco Personal Communications Assistant
The Cisco PCA is installed on the Cisco Unity server during installation. To allow subscribers to access it, you do not need to install any additional files on subscriber workstations; however, you must complete the following tasks:
1.
2.
3.
4.
5.
Configuring Subscriber Browsers to Use the Cisco PCA
To allow subscribers to access the Cisco PCA, configure their browsers to:
•
•
•
•
•
•
To change the GUI language used in the Cisco Personal Communications Assistant (PCA), select a language in the browser. The language selected in the browser must be one of the languages that the Cisco PCA offers. For a list of supported languages, refer to the Cisco Unity System Requirements, and Supported Hardware and Software, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.
Bookmarking Web Pages
When subscriber browser settings are set to cache temporary Internet pages automatically, subscribers can create a bookmark or Favorite to access a Cisco Unity Assistant web page, but the page will be read-only. Explain to subscribers that they should bookmark the Cisco PCA home page, rather than individual pages in the Cisco Unity Assistant. (Subscribers should not change their browser settings as a workaround; when the browser is not set to automatically check for newer versions of temporary Internet files, the Media Master control is not displayed correctly.)
Managing Security Alerts When Using SSL Connections
If you set up Cisco Unity to use SSL, consider that the Cisco PCA website automatically uses an SSL connection every time that a subscriber points the browser to either website. However, until the digital certificate is added to the trusted root store on the subscriber workstation, the browser will display a message to alert the subscriber that the authenticity of the site cannot be verified, and therefore its content cannot be trusted.
To prevent the browser from displaying the security alert, you can distribute the certificate to the trusted root store for all users in the domain by adding it to the Group Policy, or you can tell subscribers how to add the certificate to the trusted root store on their own computers by providing them with the following "To Add the Cisco Unity Certificate to the Trusted Root Store on Subscriber Workstations" procedure. Refer to the "Using SSL to Secure Client/Server Connections" chapter of the Cisco Unity Security Guide for additional details about SSL. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.
Depending on your organization, it may be a good idea to provide subscribers with the "To Add the Cisco Unity Certificate to the Trusted Root Store on Subscriber Workstations" procedure even if you distributed the certificate to the trusted root store for all users in the domain, as the browser will display the security alert any time that subscribers access the Cisco PCA from a workstation that does not belong to a trusted domain (for example, from a computer at home).
To Add the Cisco Unity Certificate to the Trusted Root Store on Subscriber Workstations
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Changing the Default Search Scope for the Cisco PCA Address Book
By default, the search scope for the Cisco PCA Address Book is set to the local directory. As a possible convenience to subscribers in your organization, you may want to change the default search scope to the global directory instead. When this is done, subscribers can search for subscribers at different locations without having to change the search scope themselves. In addition, subscribers will not need to keep track of which Cisco Unity subscribers are listed in the local directory and which are listed in the global directory.
Changing the default search scope for the Cisco PCA Address Book changes the default search scope in the Find Names dialog box in the Cisco Unity Assistant, which subscribers use to add members to private lists.
Use the following procedure to change the search scope for the Cisco PCA Address Book.
Regardless of the default search scope that you specify here, subscribers can still switch between the local and global directory as they use the Cisco PCA Address Book in the Cisco Unity Assistant.
Use the following procedure to set the global directory as the default search scope for the Cisco PCA Address Book. The change affects all subscribers that are associated with the Cisco Unity server.
To Set the Default Search Scope to the Global Directory for the Cisco PCA Address Book
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
You do not need to restart Cisco Unity to enable the change.
Preventing Subscribers From Adding Individual Subscribers to Private Lists in the Cisco Unity Assistant
In the transition from a legacy voice messaging system to Cisco Unity, your organization may choose to migrate users to Cisco Unity in phases. As a result, Cisco Unity will likely support both regular subscribers and "external" subscribers—Bridge, AMIS, or VPIM contacts (as applicable)—at the same time. Regular subscribers can send messages to external subscribers, and even add them to their private distribution lists during the transition.
However, once external subscribers are converted into regular Cisco Unity subscribers, they are automatically removed from all private lists without notifying private list owners. When this occurs, subscribers may continue to send messages to their private lists without realizing that some of their intended recipients no longer receive them.
When convenient and practical, Cisco Unity administrators should notify subscribers when external subscribers are converted to regular subscribers, notifying subscribers that they should re-add the newly migrated subscribers to existing private lists, as applicable. During the migration phase, you may also want to consider preventing subscribers from adding subscribers to their private lists in the Cisco Unity Assistant, and asking them not to use the Cisco Unity phone menus to do so—at least until the migration process is complete.
Use the following procedure to prevent all subscribers associated with the Cisco Unity server from adding individual subscribers to their private lists in the Cisco Unity Assistant. The procedure does not prevent subscribers from using the Cisco Unity phone menus to add regular and external subscribers to their private lists, nor does it prevent subscribers from addressing messages to regular and external subscribers.
To Prevent Subscribers From Adding Individual Subscribers to Private Lists in the Cisco Unity Assistant
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
You do not need to restart Cisco Unity to enable the change.
Securing and Changing Cisco PCA Passwords
Subscribers use their IBM Lotus Notes user names and the Internet passwords for their Domino user accounts to log on to the Cisco PCA. (Note that Cisco PCA passwords are not related to Cisco Unity phone passwords, nor are they synchronized with them.)
Subscribers cannot use the Cisco Unity phone conversation or the Cisco Unity Assistant to change their Cisco PCA passwords, nor can administrators change them in the Cisco Unity Administrator. Instead, subscribers can change their Cisco PCA passwords only in Lotus Notes.
Note
The password for accessing the Cisco PCA is inherited from the password settings in Domino. (For increased security, you can use the settings on the Authentication pages in the Cisco Unity Administrator to prohibit the use of blank passwords, even when the Domino account allows them.)
Related Documentation
•
•
Defining Cisco PCA Logon, Password, and Lockout Policies
The account policy that you specify on the Authentication page in the Cisco Unity Administrator determines how Cisco Unity handles situations when subscribers attempt to log on to the Cisco PCA and repeatedly enter incorrect passwords; whether subscribers can use blank passwords; the number of failed logon attempts that Cisco Unity allows before the subscriber account cannot be used to access the Cisco PCA; and the length of time that a user remains locked out.
In addition, you can use the settings on the Authentication page to specify whether the Log On page for the Cisco PCA offers subscribers the following options:
•
•
•
When subscribers specify that Cisco Unity will remember their user name, password, or domain, subscribers will not have to enter them the next time that they log on to the Cisco PCA. Instead, the fields are automatically populated in the Log On page. Allowing subscribers to specify whether Cisco Unity will remember their credentials may reduce support desk requests for the information. However, you may not want the Log On page to offer subscribers the above options for security reasons. If this is the case, you can uncheck the Remember Logons for __ Days check box on the Authentication page to prevent the options from appearing on the Cisco PCA Log On page, and to require that subscribers enter their user name, password, and domain each time that they log on to the Cisco PCA.
Caution
To customize the logon, password, and lockout policies that Cisco Unity applies when subscribers use the Cisco PCA to access Cisco Unity, see the "Authentication Settings" section on page 25-15.
Setting Up the Media Master
The Media Master control bar appears on each page of the Cisco Unity Assistant where subscribers can make and play recordings—either by using the phone, or by using the computer microphone and speakers and clicking the Media Master controls. (Lotus Notes with DUC for Cisco offers a similar, VCR-style recording and playback device in the message form.)
Figure 6-1 Media Master Control Bar
The first time that subscribers open a Cisco Unity Assistant page that contains the Media Master (or when they access a page that contains the Media Master and there is a newer version available), subscribers are prompted to install it. If they choose not to install, subscribers will be prompted to install each time that they visit a web page which contains the Media Master. When they indicate that they want to install it, the Media Master installs automatically, as long as subscribers have local administrative rights to their workstations. On subsequent visits to web pages that contain the Media Master, it is created from the locally installed copy.
To learn more about how the Media Master works and how to set up subscriber workstations to use it, see the following sections:
•
•
•
Task List for Setting Up the Media Master
Compete the following tasks before subscribers start using Cisco Unity applications that offer the Media Master:
1.
When determining which recording and playback devices that you want subscribers to use, the same considerations apply as when you select the device to use with Media Master in the Cisco Unity Administrator. Review the "Determining Which Recording and Playback Device to Use" section on page 5-4 for the list of considerations.
2.
3.
What Happens When Subscribers Use the Phone as Their Recording and Playback Device
When subscribers use the phone as a recording and playback device in the Cisco Unity Administrator, the Cisco Unity Assistant, or Lotus Notes with DUC for Cisco, the following occurs:
a.
b.
By default, when Cisco Unity makes the call, it waits for the subscriber phone to ring four times before displaying the message, "The specified phone number does not answer." You can adjust the maximum number of rings that Cisco Unity waits for when making such calls. Refer to the Advanced Settings tool Help (in the Unity Settings list, click Administration—Set Maximum Number of Rings to Wait For TRAP Calls). The Advanced Settings tool is available in Tools Depot.
c.
When playing a recording, the subscriber answers the phone, and the application asks Cisco Unity to play the message. Cisco Unity streams the recording over the phone.
What Happens When Subscribers Use a Computer Microphone and Speakers as Their Recording and Playback Device
When subscribers use a computer microphone and speakers as a recording and playback device in the Cisco Unity Assistant or Lotus Notes with DUC for Cisco, the following occurs:
a.
b.
When playing a recording, Cisco Unity streams the message to the client application. Streaming occurs on demand, regardless of network traffic. The client application begins to play the message through the speakers as soon as a few seconds of the message are buffered in memory on the subscriber workstation.
How Subscribers Specify Their Recording and Playback Device Preferences
Subscribers can set their own recording and playback device preferences from the Media Master Options menu. Refer subscribers to the "Overview: Changing Recording and Playback Settings" chapter of the Cisco Unity User Guide. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.
Media Master recording and playback settings are saved per user, per workstation. This means that:
•
•
•
Setting Up FaxMail
Integrating a fax server with Cisco Unity allows to subscribers to manage their fax messages. See the "Integrating a Fax Server with Cisco Unity" chapter for information on setting up FaxMail, if applicable.
To allow subscribers to manage fax messages over the phone, assign them to a class of service (COS) that has FaxMail enabled. (All Unified Messaging subscribers, regardless of COS, can manage fax messages in their e-mail Inboxes.)
For details on how subscribers use Cisco Unity applications to manage fax messages, see the "How Subscribers Manage Fax Messages" section on page 9-3.
Setting Up Text Message Notifications
Cisco Unity can send message notifications in the form of text messages to text pagers, text-compatible cell phones, and e-mail addresses. When a message arrives that matches the criteria selected in the message notification settings, the Cisco Unity Messaging System sends a text message entered by you or the subscriber, such as "Urgent message for Technical Support."
There are two types of text message notifications available with Cisco Unity. See the following sections for a summary of each type, and information on what you need to do before you can enable text message notifications for subscribers or offer them as options that subscribers can set up themselves in the Cisco Unity Assistant.
•
SMTP Message Notifications
By using SMTP, Cisco Unity can send text message notifications to text pagers that support SMTP when subscribers have received a new voice, e-mail, or fax message. Cisco Unity can also use SMTP to send a text message notification to an e-mail address. This is especially useful when subscribers use text-compatible cell phones or other devices that have been assigned an SMTP address by their wireless or mobile service provider.
In order for subscribers to receive SMTP message notifications from Cisco Unity, your site must have an SMTP gateway. When the gateway is set up, you can use the Text Pager 1 or Text Pager 2 options on the Subscribers > Subscribers > Message Notification page to enable Cisco Unity to send text message notifications by using SMTP. Alternatively, subscribers can enable the same devices on the Notification Devices page in the Cisco Unity Assistant.
Note that when a site without an SMTP gateway attempts to deliver text message notifications, the notification attempt fails and a nondelivery receipt (NDR) is sent to the Cisco Unity Messaging System and then routed, by default, to the Unaddressed Messages distribution list. (For more information, see the "How Cisco Unity Handles Messages Without a Specific Recipient" section on page 4-3.)
To enable SMTP message notifications for subscribers, see the "Subscriber Template Message Notification Settings" section on page 10-23 or the "Subscriber Message Notification Settings" section on page 14-26, as applicable. If the service provider that most subscribers use for their cell phones or other devices simply convert incoming SMTP message notifications to SMS messages, consider using SMS (SMPP) message notifications instead. The following "SMS (SMPP) Message Notifications" section details the advantages of using SMS messaging.
SMS (SMPP) Message Notifications
With the services and information provided by a wireless carrier, mobile messaging service provider or similar company, Cisco Unity can use the Short Message Peer-To-Peer (SMPP) protocol to send message notifications in the Short Message Service (SMS) format to GSM cell phones and other SMS-compatible devices when subscribers receive a new voice, e-mail, or fax message. SMS is a "store and forward service," which means that messages are not sent directly to the device used by the message recipient. Instead, an application like Cisco Unity—known as an External Short Message Entity (ESME)—submits a message to the SMS Center (SMSC). The SMSC then forwards the message to the device.
Advantages Over SMTP Message Notifications
An advantage of using SMS is that the subscriber device receives message notifications much faster than when using SMTP. The subscriber device does not have to be on the GSM network at the time that Cisco Unity sends the message to the SMSC, nor when the SMSC forwards it. The GSM network holds the SMS messages until the device is available; when the device is available, the delivery of the queued messages to the device takes just a few seconds. In addition, you can configure Cisco Unity so that each notification message replaces the previous one. Note that this functionality may not be supported by all mobile service providers.
SMS Message Length Limitations
An SMS message is a short text message. The acceptable message length for an SMS message varies depending on the service provider, the character set used to compose the message text, and the specific characters used in the message text. In general, you can use the following table to determine how long SMS messages can be:
7-bit
160 alphanumeric characters
8-bit
140 alphanumeric characters
16-bit
70 alphanumeric characters
Because Cisco Unity supports all three of the above character sets, the Cisco Unity Administrator and the Cisco Unity Assistant allow subscribers to enter up to 160 characters of message text. However, depending on the character set you configure Cisco Unity to use, messages that are shorter than 160 characters may be truncated. The text of the message and the message count (assuming subscribers choose to include the message count) constitute total message length.
Cost Considerations
When setting up SMS (SMPP) message notifications, consider that service providers typically charge for each SMS message or group of messages sent. Thus, the more SMS (SMPP) message notifications that Cisco Unity sends to subscriber devices, the higher the costs to your organization. For this reason, you may want to restrict the use of this feature to a group of subscribers (you can do so by assigning owners to the SMPP providers that you create on the System > SMPP Provider page), or you may want to ask subscribers to limit the number of message notifications that they receive by message type or urgency. For example, subscribers can specify in the Cisco Unity Assistant that Cisco Unity will send message notifications only when new voice messages arrive, or only when a new voice or urgent e-mail message arrives, and so on.
Task List for Setting Up SMS (SMPP) Message Notification
To enable SMS (SMPP) message notifications for subscribers with SMS-compatible devices, do the following tasks:
1.
2.
For example, you will need to know the SMPP server name, TCP port, account name and password, and other similar information, as indicated in the documentation that your service provider gave you on setting up a messaging server to communicate with an SMSC. See the "SMPP Provider Settings" section on page 25-21 for additional details and procedures.
3.
4.
When you are ready to enable SMS (SMPP) message notifications for subscribers, see the "Subscriber Template Message Notification Settings" section on page 10-23 or the "Subscriber Message Notification Settings" section on page 14-26, as applicable. Subscribers can also set it up for themselves in the Cisco Unity Assistant.
Note that while neither the Cisco Unity Bulk Import wizard nor the Bulk Edit utility (available in Tools Depot) allow you to enable SMS (SMPP) message notifications, you can use the Bulk Edit utility to disable SMS (SMPP) notifications at any time for multiple subscribers at once. For logging and troubleshooting information, refer to the "SMS Notifications Are Not Working at All" section in the "Message Notification" chapter of the Cisco Unity Troubleshooting Guide. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_troubleshooting_guides_list.html.
